SOLUTION MANUAL
Operations and Supply Chain Management, 16th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, • TABLE OF CONTENTS
R R
ChapterR1:RIntroduction
ChapterR2:RStrategy
ChapterR3:RDesignRofRProductsRandRServices
ChapterR4:RProjects
ChapterR5:RStrategicRCapacityRManagement
ChapterR6:RLearningRCurves
ChapterR7:RManufacturingRProcesses
ChapterR8:RFacilityRLayout
ChapterR9:RServiceRProcesses
ChapterR10:RWaitingRLineRAnalysisRandRSimulation
ChapterR11:RProcessRDesignRandRAnalysis
ChapterR12:RQualityRManagement
ChapterR13:RStatisticalRQualityRControl
ChapterR14:RLeanRSupplyRChains
ChapterR15:RLogisticsRandRDistributionRManagement
ChapterR16:RGlobalRSourcingRandRProcurement
ChapterR17:RTheRInternetRofRThingsRandRERP
ChapterR18:RForecasting
ChapterR19:RSalesRandROperationsRPlanning
ChapterR20:RInventoryRManagement
ChapterR21:RMaterialRRequirementsRPlanning
ChapterR22:RWorkcenterRScheduling
1-2
,CHAPTER 1 R
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
R R R R
DiscussionRQuestions
1. UsingRExhibitR1.3RasRaRmodel,RdescribeRtheRsource-make-deliver-
returnRrelationshipsRinRtheRfollowingRsystems:
a. AnRairline
Source:R AircraftRmanufacturer,Rin-flightRfood,RrepairRparts,RcomputerRsystems
Make:RAircraftRandRflightRcrewRscheduling,RgroundRservicesRprovidedRatRairports,Raircraf
tRmaintenanceRandRrepair
Deliver:ROutboundRandRarrivingRpassengerRservice,RbaggageRhandlingRRe
turn:RResolveRanyRpost-serviceRissuesRsuchRasRlostRorRdamagedRluggage
b. AnRautomobileRmanufacturer
Source:R SuppliersRofRcomponentsRandRrawRmaterials
Make:RManufacturingRofRvehiclesRandRcomponentsRorRsubassembliesRtoRbeRsoldRasRspare
Rparts
Deliver:RDeliveryRtoRandRsalesRfromRdealerships,RdeliveryRofRspareRpartsRtoRtheRwholesal
eRsystem
Return:R WarrantyRandRrecallRrepairs,Rtrade-ins
c. ARhospital
Source:RMedicalRsupplies,RcleaningRservices,RdisposalRservices,RfoodRservices,RqualifiedRpe
rsonnel
Make:R InpatientRrooms,RoutpatientRclinics,RemergencyRroom,RoperatingRrooms
Deliver:RSchedulingRpatients,RprovidingRtreatment,RambulanceRservice,RfamilyRcounselin
gRReturn:RBillingRerrors,RfollowRupRvisits
d. AnRinsuranceRcompany
Source:R SuppliesRneededRforRtheRoffice,Runderwriters,RlegalRauthorityRtoRoperate
1-3
, Make:REstablishRpolicyRguidelinesRandRpricing,RfieldRagent/representativeRandRfacilityRn
etwork,RdevelopRInternetRserviceRcapabilities,RestablishRpreferredRvehicleRrepairRserviceR
network
Deliver:RMeetRwithRandRadviseRclients,RwriteRpolicies,RprocessRandRpayRclaim
sRReturn:R refundRofRoverpayments
2. DefineRtheRserviceRpackageRofRyourRcollegeRorRuniversity.RWhatRisRitsRstrongestRelement?RWhatRisRi
tsRweakestRone?
TheRcategoriesRwithRexamplesRare:
SupportingRfacilityR-
Rlocation,Rbuildings,Rlabs,RparkingRFacilitatingRgoodsR–
RclassRschedules,Rcomputers,Rbooks,Rchalk
ExplicitRservicesR–
RclassesRwithRqualifiedRinstructors,RplacementRofficesRImplicitRservicesR
–RstatusRandRreputationR(e.g.,RIvyRLeagueRschools)
AtRIndianaRUniversityRandRtheRUniversityRofRSouthernRCalifornia,RamongRtheirRstrongestRelem
entsRareRtheirRbusinessRschoolsRandRtheirROperationsRManagementRprogramsR(ofRcourse).RBot
hRalsoRhaveRveryRdedicatedRalumniRnetworks.RARweakRelementRofRIndianaRUniversityRisRitsRwea
kRfootballRprogram;RforRUSC,RweakRelementsRareRon-campusRparkingRandRhousing.
3. WhatRserviceRindustryRhasRimpressedRyouRtheRmostRwithRitsRinnovativeness?
OurRvoteRgoesRtoRcruiseRlinesRwhichRhaveRintroducedRsuchRonboardRinnovationsRasRwaveRmac
hinesRforRbellyRboardingRandRrockRclimbingRwalls,RasRwellRasRallRsortsRofRotherRamenitiesRtoRkee
pRcruisersRinvolved.R TheRindustryRisRdoingRrecordRbusinessRasRwell.
SomeRofRtheRstandoutRcompaniesRinRlessRinnovativeRindustriesRareRBankRofRAmericaR(hasRaRform
alizedRresearchRprogramRtoRtryRoutRnewRcustomerRservices/amenitiesRsuchRasRvideoRscreensRinRn
extRtoRtellerRlines),RIntuitR(e.g.,RputtingRQuickenRmoneyRmanagementRsoftwareRonline),RIkea,RJet
BlueRAirlines,RandRProgressiveRInsuranceR(discussedRlaterRinRtheRbook).
4. WhatRisRproduct-serviceRbundlingRandRwhatRareRtheRbenefitsRtoRcustomers?
Product-serviceRbundlingRisRaddingRValue-
addedRservicesRtoRaRfirm’sRproductRofferingsRtoRcreateRmoreRvalueRforRtheRcustomer.RThisRprovid
esRbenefitsRinRtwoRareas.RFirst,RthisRdifferentiatesRtheRorganizationRfromRtheRcompetition.RSecon
dly,RtheseRservicesRtieRcustomersRtoRtheRorganizationRinRaRpositiveRway.RAlternatively,RbundlingR
canRalsoRinvolveRaddingRproductsRtoRaRservice,RforRexample,RaddingRtheRsaleRofRconvenienceRite
msRandRsnacksRatRaRhotel.
5. WhatRisRtheRdifferenceRbetweenRaRserviceRandRaRgood?
ARserviceRisRanRintangibleRprocessR(youRcan’tRholdRitRinRyourRhands),RwhileRaRgoodRisRtheRphysic
alRoutputRofRaRprocess.
6. LookRatRtheRjobRpostingsRatRhttp://www.indeed.comRandRevaluateRtheRopportunitiesRforRa
nROSMRmajorRwithRseveralRyearsRofRexperience.
1-4
Operations and Supply Chain Management, 16th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, • TABLE OF CONTENTS
R R
ChapterR1:RIntroduction
ChapterR2:RStrategy
ChapterR3:RDesignRofRProductsRandRServices
ChapterR4:RProjects
ChapterR5:RStrategicRCapacityRManagement
ChapterR6:RLearningRCurves
ChapterR7:RManufacturingRProcesses
ChapterR8:RFacilityRLayout
ChapterR9:RServiceRProcesses
ChapterR10:RWaitingRLineRAnalysisRandRSimulation
ChapterR11:RProcessRDesignRandRAnalysis
ChapterR12:RQualityRManagement
ChapterR13:RStatisticalRQualityRControl
ChapterR14:RLeanRSupplyRChains
ChapterR15:RLogisticsRandRDistributionRManagement
ChapterR16:RGlobalRSourcingRandRProcurement
ChapterR17:RTheRInternetRofRThingsRandRERP
ChapterR18:RForecasting
ChapterR19:RSalesRandROperationsRPlanning
ChapterR20:RInventoryRManagement
ChapterR21:RMaterialRRequirementsRPlanning
ChapterR22:RWorkcenterRScheduling
1-2
,CHAPTER 1 R
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
R R R R
DiscussionRQuestions
1. UsingRExhibitR1.3RasRaRmodel,RdescribeRtheRsource-make-deliver-
returnRrelationshipsRinRtheRfollowingRsystems:
a. AnRairline
Source:R AircraftRmanufacturer,Rin-flightRfood,RrepairRparts,RcomputerRsystems
Make:RAircraftRandRflightRcrewRscheduling,RgroundRservicesRprovidedRatRairports,Raircraf
tRmaintenanceRandRrepair
Deliver:ROutboundRandRarrivingRpassengerRservice,RbaggageRhandlingRRe
turn:RResolveRanyRpost-serviceRissuesRsuchRasRlostRorRdamagedRluggage
b. AnRautomobileRmanufacturer
Source:R SuppliersRofRcomponentsRandRrawRmaterials
Make:RManufacturingRofRvehiclesRandRcomponentsRorRsubassembliesRtoRbeRsoldRasRspare
Rparts
Deliver:RDeliveryRtoRandRsalesRfromRdealerships,RdeliveryRofRspareRpartsRtoRtheRwholesal
eRsystem
Return:R WarrantyRandRrecallRrepairs,Rtrade-ins
c. ARhospital
Source:RMedicalRsupplies,RcleaningRservices,RdisposalRservices,RfoodRservices,RqualifiedRpe
rsonnel
Make:R InpatientRrooms,RoutpatientRclinics,RemergencyRroom,RoperatingRrooms
Deliver:RSchedulingRpatients,RprovidingRtreatment,RambulanceRservice,RfamilyRcounselin
gRReturn:RBillingRerrors,RfollowRupRvisits
d. AnRinsuranceRcompany
Source:R SuppliesRneededRforRtheRoffice,Runderwriters,RlegalRauthorityRtoRoperate
1-3
, Make:REstablishRpolicyRguidelinesRandRpricing,RfieldRagent/representativeRandRfacilityRn
etwork,RdevelopRInternetRserviceRcapabilities,RestablishRpreferredRvehicleRrepairRserviceR
network
Deliver:RMeetRwithRandRadviseRclients,RwriteRpolicies,RprocessRandRpayRclaim
sRReturn:R refundRofRoverpayments
2. DefineRtheRserviceRpackageRofRyourRcollegeRorRuniversity.RWhatRisRitsRstrongestRelement?RWhatRisRi
tsRweakestRone?
TheRcategoriesRwithRexamplesRare:
SupportingRfacilityR-
Rlocation,Rbuildings,Rlabs,RparkingRFacilitatingRgoodsR–
RclassRschedules,Rcomputers,Rbooks,Rchalk
ExplicitRservicesR–
RclassesRwithRqualifiedRinstructors,RplacementRofficesRImplicitRservicesR
–RstatusRandRreputationR(e.g.,RIvyRLeagueRschools)
AtRIndianaRUniversityRandRtheRUniversityRofRSouthernRCalifornia,RamongRtheirRstrongestRelem
entsRareRtheirRbusinessRschoolsRandRtheirROperationsRManagementRprogramsR(ofRcourse).RBot
hRalsoRhaveRveryRdedicatedRalumniRnetworks.RARweakRelementRofRIndianaRUniversityRisRitsRwea
kRfootballRprogram;RforRUSC,RweakRelementsRareRon-campusRparkingRandRhousing.
3. WhatRserviceRindustryRhasRimpressedRyouRtheRmostRwithRitsRinnovativeness?
OurRvoteRgoesRtoRcruiseRlinesRwhichRhaveRintroducedRsuchRonboardRinnovationsRasRwaveRmac
hinesRforRbellyRboardingRandRrockRclimbingRwalls,RasRwellRasRallRsortsRofRotherRamenitiesRtoRkee
pRcruisersRinvolved.R TheRindustryRisRdoingRrecordRbusinessRasRwell.
SomeRofRtheRstandoutRcompaniesRinRlessRinnovativeRindustriesRareRBankRofRAmericaR(hasRaRform
alizedRresearchRprogramRtoRtryRoutRnewRcustomerRservices/amenitiesRsuchRasRvideoRscreensRinRn
extRtoRtellerRlines),RIntuitR(e.g.,RputtingRQuickenRmoneyRmanagementRsoftwareRonline),RIkea,RJet
BlueRAirlines,RandRProgressiveRInsuranceR(discussedRlaterRinRtheRbook).
4. WhatRisRproduct-serviceRbundlingRandRwhatRareRtheRbenefitsRtoRcustomers?
Product-serviceRbundlingRisRaddingRValue-
addedRservicesRtoRaRfirm’sRproductRofferingsRtoRcreateRmoreRvalueRforRtheRcustomer.RThisRprovid
esRbenefitsRinRtwoRareas.RFirst,RthisRdifferentiatesRtheRorganizationRfromRtheRcompetition.RSecon
dly,RtheseRservicesRtieRcustomersRtoRtheRorganizationRinRaRpositiveRway.RAlternatively,RbundlingR
canRalsoRinvolveRaddingRproductsRtoRaRservice,RforRexample,RaddingRtheRsaleRofRconvenienceRite
msRandRsnacksRatRaRhotel.
5. WhatRisRtheRdifferenceRbetweenRaRserviceRandRaRgood?
ARserviceRisRanRintangibleRprocessR(youRcan’tRholdRitRinRyourRhands),RwhileRaRgoodRisRtheRphysic
alRoutputRofRaRprocess.
6. LookRatRtheRjobRpostingsRatRhttp://www.indeed.comRandRevaluateRtheRopportunitiesRforRa
nROSMRmajorRwithRseveralRyearsRofRexperience.
1-4
