SOLUTION MANUAL
t
Operations and Supply Chain Management, 17th Edition
t t t t t t t
by F. Robert Jacobs and Richard Chase
t t t t t t
t Chapters 1 - 22 | Complete
t t t t t t
1-1
, • TABLE OF CONTENTSt t
Chapter t1: tIntroduction
Chapter t2: tStrategy
Chapter t3: tDesign tof tProducts tand tServices
Chapter t4: tProjects
Chapter t5: tStrategic tCapacity tManagement
Chapter t6: tLearning tCurves
Chapter t7: tManufacturing tProcesses
Chapter t8: tFacility tLayout
Chapter t9: tService tProcesses
Chapter t10: tWaiting tLine tAnalysis tand tSimulation
Chapter t11: tProcess tDesign tand tAnalysis
Chapter t12: tQuality tManagement
Chapter t13: tStatistical tQuality tControl
Chapter t14: tLean tSupply tChains
Chapter t15: tLogistics tand tDistribution tManagement
Chapter t16: tGlobal tSourcing tand tProcurement
Chapter t17: tThe tInternet tof tThings tand tERP
Chapter t18: tForecasting
Chapter t19: tSales tand tOperations tPlanning
Chapter t20: tInventory tManagement
Chapter t21: tMaterial tRequirements tPlanning
Chapter t22: tWorkcenter tScheduling
1-2
,CHAPTER 1 t
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
t t t t
Discussion tQuestions
1. Using tExhibit t1.3 tas ta tmodel, tdescribe tthe tsource-make-deliver-return
trelationships tin tthetfollowing tsystems:
a. An tairline
Source: t Aircraft tmanufacturer, tin-flight tfood, trepair tparts, tcomputer tsystems
Make: tAircraft tand tflight tcrew tscheduling, tground tservices tprovided tat tairports,
taircrafttmaintenance tand trepair
Deliver: tOutbound tand tarriving tpassenger tservice, tbaggage thandling
tReturn: tResolve tany tpost-service tissues tsuch tas tlost tor tdamaged
tluggage
b. An tautomobile tmanufacturer
Source: t Suppliers tof tcomponents tand traw tmaterials
Make: tManufacturing tof tvehicles tand tcomponents tor tsubassemblies tto tbe tsold tas
tsparetparts
Deliver: tDelivery tto tand tsales tfrom tdealerships, tdelivery tof tspare tparts tto tthe
twholesaletsystem
Return: t Warranty tand trecall trepairs, ttrade-ins
c. A thospital
Source: tMedical tsupplies, tcleaning tservices, tdisposal tservices, tfood tservices,
tqualifiedtpersonnel
Make: t Inpatient trooms, toutpatient tclinics, temergency troom, toperating trooms
Deliver: tScheduling tpatients, tproviding ttreatment, tambulance tservice, tfamily
tcounselingtReturn: tBilling terrors, tfollow tup tvisits
d. An tinsurance tcompany
Source: t Supplies tneeded tfor tthe toffice, tunderwriters, tlegal tauthority tto toperate
1-3
, Make: tEstablish tpolicy tguidelines tand tpricing, tfield tagent/representative tand
tfacility tnetwork, tdevelop tInternet tservice tcapabilities, testablish tpreferred tvehicle
trepair tservicetnetwork
Deliver: tMeet twith tand tadvise tclients, twrite tpolicies, tprocess tand tpay
tclaimstReturn: t refund tof toverpayments
2. Define tthe tservice tpackage tof tyour tcollege tor tuniversity. tWhat tis tits tstrongest telement?
tWhat tistits tweakest tone?
The tcategories twith texamples tare:
Supporting tfacility t- tlocation, tbuildings, tlabs, tparking
tFacilitating tgoods t– tclass tschedules, tcomputers, tbooks,
tchalk
Explicit tservices t– tclasses twith tqualified tinstructors, tplacement
tofficestImplicit tservices t– tstatus tand treputation t(e.g., tIvy tLeague
tschools)
At tIndiana tUniversity tand tthe tUniversity tof tSouthern tCalifornia, tamong ttheir tstrongest
telements tare ttheir tbusiness tschools tand ttheir tOperations tManagement tprograms t(of
tcourse).tBoth talso thave tvery tdedicated talumni tnetworks. tA tweak telement tof tIndiana
tUniversity tis tits tweak tfootball tprogram; tfor tUSC, tweak telements tare ton-campus
tparking tand thousing.
3. What tservice tindustry thas timpressed tyou tthe tmost twith tits tinnovativeness?
Our tvote tgoes tto tcruise tlines twhich thave tintroduced tsuch tonboard tinnovations tas twave
tmachines tfor tbelly tboarding tand trock tclimbing twalls, tas twell tas tall tsorts tof tother
tamenities ttotkeep tcruisers tinvolved. t The tindustry tis tdoing trecord tbusiness tas twell.
Some tof tthe tstandout tcompanies tin tless tinnovative tindustries tare tBank tof tAmerica t(has
ta tformalized tresearch tprogram tto ttry tout tnew tcustomer tservices/amenities tsuch tas
tvideo tscreenstin tnext tto tteller tlines), tIntuit t(e.g., tputting tQuicken tmoney tmanagement
tsoftware tonline), tIkea,tJetBlue tAirlines, tand tProgressive tInsurance t(discussed tlater tin tthe
tbook).
4. What tis tproduct-service tbundling tand twhat tare tthe tbenefits tto tcustomers?
Product-service tbundling tis tadding tValue-added tservices tto ta tfirm’s tproduct tofferings tto
tcreatetmore tvalue tfor tthe tcustomer. tThis tprovides tbenefits tin ttwo tareas. tFirst, tthis
tdifferentiates tthetorganization tfrom tthe tcompetition. tSecondly, tthese tservices ttie
tcustomers tto tthe torganizationtin ta tpositive tway. tAlternatively, tbundling tcan talso tinvolve
tadding tproducts tto ta tservice, tfor texample, tadding tthe tsale tof tconvenience titems tand
tsnacks tat ta thotel.
5. What tis tthe tdifference tbetween ta tservice tand ta tgood?
A tservice tis tan tintangible tprocess t(you tcan’t thold tit tin tyour thands), twhile ta tgood tis tthe
tphysicaltoutput tof ta tprocess.
6. Look tat tthe tjob tpostings tat thttp://www.indeed.com tand tevaluate tthe
topportunities tfor tantOSM tmajor twith tseveral tyears tof texperience.
1-4
t
Operations and Supply Chain Management, 17th Edition
t t t t t t t
by F. Robert Jacobs and Richard Chase
t t t t t t
t Chapters 1 - 22 | Complete
t t t t t t
1-1
, • TABLE OF CONTENTSt t
Chapter t1: tIntroduction
Chapter t2: tStrategy
Chapter t3: tDesign tof tProducts tand tServices
Chapter t4: tProjects
Chapter t5: tStrategic tCapacity tManagement
Chapter t6: tLearning tCurves
Chapter t7: tManufacturing tProcesses
Chapter t8: tFacility tLayout
Chapter t9: tService tProcesses
Chapter t10: tWaiting tLine tAnalysis tand tSimulation
Chapter t11: tProcess tDesign tand tAnalysis
Chapter t12: tQuality tManagement
Chapter t13: tStatistical tQuality tControl
Chapter t14: tLean tSupply tChains
Chapter t15: tLogistics tand tDistribution tManagement
Chapter t16: tGlobal tSourcing tand tProcurement
Chapter t17: tThe tInternet tof tThings tand tERP
Chapter t18: tForecasting
Chapter t19: tSales tand tOperations tPlanning
Chapter t20: tInventory tManagement
Chapter t21: tMaterial tRequirements tPlanning
Chapter t22: tWorkcenter tScheduling
1-2
,CHAPTER 1 t
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
t t t t
Discussion tQuestions
1. Using tExhibit t1.3 tas ta tmodel, tdescribe tthe tsource-make-deliver-return
trelationships tin tthetfollowing tsystems:
a. An tairline
Source: t Aircraft tmanufacturer, tin-flight tfood, trepair tparts, tcomputer tsystems
Make: tAircraft tand tflight tcrew tscheduling, tground tservices tprovided tat tairports,
taircrafttmaintenance tand trepair
Deliver: tOutbound tand tarriving tpassenger tservice, tbaggage thandling
tReturn: tResolve tany tpost-service tissues tsuch tas tlost tor tdamaged
tluggage
b. An tautomobile tmanufacturer
Source: t Suppliers tof tcomponents tand traw tmaterials
Make: tManufacturing tof tvehicles tand tcomponents tor tsubassemblies tto tbe tsold tas
tsparetparts
Deliver: tDelivery tto tand tsales tfrom tdealerships, tdelivery tof tspare tparts tto tthe
twholesaletsystem
Return: t Warranty tand trecall trepairs, ttrade-ins
c. A thospital
Source: tMedical tsupplies, tcleaning tservices, tdisposal tservices, tfood tservices,
tqualifiedtpersonnel
Make: t Inpatient trooms, toutpatient tclinics, temergency troom, toperating trooms
Deliver: tScheduling tpatients, tproviding ttreatment, tambulance tservice, tfamily
tcounselingtReturn: tBilling terrors, tfollow tup tvisits
d. An tinsurance tcompany
Source: t Supplies tneeded tfor tthe toffice, tunderwriters, tlegal tauthority tto toperate
1-3
, Make: tEstablish tpolicy tguidelines tand tpricing, tfield tagent/representative tand
tfacility tnetwork, tdevelop tInternet tservice tcapabilities, testablish tpreferred tvehicle
trepair tservicetnetwork
Deliver: tMeet twith tand tadvise tclients, twrite tpolicies, tprocess tand tpay
tclaimstReturn: t refund tof toverpayments
2. Define tthe tservice tpackage tof tyour tcollege tor tuniversity. tWhat tis tits tstrongest telement?
tWhat tistits tweakest tone?
The tcategories twith texamples tare:
Supporting tfacility t- tlocation, tbuildings, tlabs, tparking
tFacilitating tgoods t– tclass tschedules, tcomputers, tbooks,
tchalk
Explicit tservices t– tclasses twith tqualified tinstructors, tplacement
tofficestImplicit tservices t– tstatus tand treputation t(e.g., tIvy tLeague
tschools)
At tIndiana tUniversity tand tthe tUniversity tof tSouthern tCalifornia, tamong ttheir tstrongest
telements tare ttheir tbusiness tschools tand ttheir tOperations tManagement tprograms t(of
tcourse).tBoth talso thave tvery tdedicated talumni tnetworks. tA tweak telement tof tIndiana
tUniversity tis tits tweak tfootball tprogram; tfor tUSC, tweak telements tare ton-campus
tparking tand thousing.
3. What tservice tindustry thas timpressed tyou tthe tmost twith tits tinnovativeness?
Our tvote tgoes tto tcruise tlines twhich thave tintroduced tsuch tonboard tinnovations tas twave
tmachines tfor tbelly tboarding tand trock tclimbing twalls, tas twell tas tall tsorts tof tother
tamenities ttotkeep tcruisers tinvolved. t The tindustry tis tdoing trecord tbusiness tas twell.
Some tof tthe tstandout tcompanies tin tless tinnovative tindustries tare tBank tof tAmerica t(has
ta tformalized tresearch tprogram tto ttry tout tnew tcustomer tservices/amenities tsuch tas
tvideo tscreenstin tnext tto tteller tlines), tIntuit t(e.g., tputting tQuicken tmoney tmanagement
tsoftware tonline), tIkea,tJetBlue tAirlines, tand tProgressive tInsurance t(discussed tlater tin tthe
tbook).
4. What tis tproduct-service tbundling tand twhat tare tthe tbenefits tto tcustomers?
Product-service tbundling tis tadding tValue-added tservices tto ta tfirm’s tproduct tofferings tto
tcreatetmore tvalue tfor tthe tcustomer. tThis tprovides tbenefits tin ttwo tareas. tFirst, tthis
tdifferentiates tthetorganization tfrom tthe tcompetition. tSecondly, tthese tservices ttie
tcustomers tto tthe torganizationtin ta tpositive tway. tAlternatively, tbundling tcan talso tinvolve
tadding tproducts tto ta tservice, tfor texample, tadding tthe tsale tof tconvenience titems tand
tsnacks tat ta thotel.
5. What tis tthe tdifference tbetween ta tservice tand ta tgood?
A tservice tis tan tintangible tprocess t(you tcan’t thold tit tin tyour thands), twhile ta tgood tis tthe
tphysicaltoutput tof ta tprocess.
6. Look tat tthe tjob tpostings tat thttp://www.indeed.com tand tevaluate tthe
topportunities tfor tantOSM tmajor twith tseveral tyears tof texperience.
1-4
