Operations and Supply Chain Management
v v v v
SOLUTION MANUAL v
Operations and Supply Chain Management, 17th Edition
v v v v v v v
by F. Robert Jacobs and Richard Chase
v v v v v v
Chapters 1 - 22 | Complete
v v v v v v v
1-1
, Operations and Supply Chain Management
v v v v
• TABLE OF CONTENTS v v
Chapter 1: Introduction
v v
Chapter 2: Strategy
v v
Chapter 3: Design of Products and Services
v v v v v v
Chapter 4: Projects
v v
Chapter 5: Strategic Capacity Management
v v v v
Chapter 6: Learning Curves
v v v
Chapter 7: Manufacturing Processes
v v v
Chapter 8: Facility Layout
v v v
Chapter 9: Service Processes
v v v
Chapter 10: Waiting Line Analysis and Simulation
v v v v v v
Chapter 11: Process Design and Analysis
v v v v v
Chapter 12: Quality Management
v v v
Chapter 13: Statistical Quality Control
v v v v
Chapter 14: Lean Supply Chains
v v v v
Chapter 15: Logistics and Distribution Management
v v v v v
Chapter 16: Global Sourcing and Procurement
v v v v v
Chapter 17: The Internet of Things and ERP
v v v v v v v
Chapter 18: Forecasting
v v
Chapter 19: Sales and Operations Planning
v v v v v
Chapter 20: Inventory Management
v v v
Chapter 21: Material Requirements Planning
v v v v
Chapter 22: Workcenter Scheduling
v v v
1-2
, Operations and Supply Chain Management v v v v
CHAPTER 1 v
OPERATIONS AND SUPPLY CHAIN MANAGEMENT v v v v
Discussion Questions v
1. Using Exhibit 1.3 as a model, describe the source-make-deliver-return relationships in the
v v v v v v v v v v v
following systems:
v v
a. An airline
v
Source: Aircraft manufacturer, in-flight food, repair parts, computer systems
v v v v v v v v
Make: Aircraft and flight crew scheduling, ground services provided at airports, aircraft
v v v v v v v v v v v
maintenance and repair v v v
Deliver: Outbound and arriving passenger service, baggage handling
v v v v v v v
Return: Resolve any post-service issues such as lost or damaged luggage
v v v v v v v v v v v
b. An automobile manufacturer
v v
Source: Suppliers of components and raw materials v v v v v v
Make: Manufacturing of vehicles and components or subassemblies to be sold as spare
v v v v v v v v v v v v
parts v
Deliver: Delivery to and sales from dealerships, delivery of spare parts to the wholesale
v v v v v v v v v v v v v
system v
Return: Warranty and recall repairs, trade-ins v v v v v
c. A hospital
v
Source: Medical supplies, cleaning services, disposal services, food services, qualified
v v v v v v v v v
personnel v
Make: Inpatient rooms, outpatient clinics, emergency room, operating rooms
v v v v v v v v
Deliver: Scheduling patients, providing treatment, ambulance service, family counseling
v v v v v v v v
Return: Billing errors, follow up visits
v v v v v v
d. An insurance company
v v
Source: Supplies needed for the office, underwriters, legal authority to operate
v v v v v v v v v v
1-3
, Operations and Supply Chain Management v v v v
Make: Establish policy guidelines and pricing, field agent/representative and facility
v v v v v v v v v
network, develop Internet service capabilities, establish preferred vehicle repair service
v v v v v v v v v v
network
v
Deliver: Meet with and advise clients, write policies, process and pay claims
v v v v v v v v v v v
Return: refund of overpayments
v v v v
2. Define the service package of your college or university. What is its strongest element? What isits
v v v v v v v v v v v v v v v v
weakest one?
v v
The categories with examples are:
v v v v
Supporting facility - location, buildings, labs, parking Facilitating v v v v v v v
goods – class schedules, computers, books, chalk
v v v v v v v
Explicit services – classes with qualified instructors, placement offices v v v v v v v v
Implicit services – status and reputation (e.g., Ivy League schools)
v v v v v v v v v v
At Indiana University and the University of Southern California, among their strongest elements
v v v v v v v v v v v v
are their business schools and their Operations Management programs (of course).Both also
v v v v v v v v v v v v v
have very dedicated alumni networks. A weak element of Indiana University is its weak football
v v v v v v v v v v v v v v v
program; for USC, weak elements are on-campus parking and housing.
v v v v v v v v v v
3. What service industry has impressed you the most with its innovativeness?
v v v v v v v v v v
Our vote goes to cruise lines which have introduced such onboard innovations as wave
v v v v v v v v v v v v v
machines for belly boarding and rock climbing walls, as well as all sorts of other amenities to
v v v v v v v v v v v v v v v v v
keep cruisers involved. The industry is doing record business as well.
v v v v v v v v v v v
Some of the standout companies in less innovative industries are Bank of America (has a
v v v v v v v v v v v v v v
formalized research program to try out new customer services/amenities such as video screensin
v v v v v v v v v v v v v v
next to teller lines), Intuit (e.g., putting Quicken money management software online), Ikea,
v v v v v v v v v v v v v
JetBlue Airlines, and Progressive Insurance (discussed later in the book).
v v v v v v v v v v
4. What is product-service bundling and what are the benefits to customers?
v v v v v v v v v v
Product-service bundling is adding Value-added services to a firm’s product offerings to create v v v v v v v v v v v v
more value for the customer. This provides benefits in two areas. First, this differentiates the
v v v v v v v v v v v v v v v
organization from the competition. Secondly, these services tie customers to the organizationin a
v v v v v v v v v v v v v v
positive way. Alternatively, bundling can also involve adding products to a service, for example,
v v v v v v v v v v v v v v
adding the sale of convenience items and snacks at a hotel.
v v v v v v v v v v v
5. What is the difference between a service and a good?
v v v v v v v v v
A service is an intangible process (you can’t hold it in your hands), while a good is the physical
v v v v v v v v v v v v v v v v v v
output of a process.
v v v v
6. Look at the job postings at http://www.indeed.com and evaluate the opportunities for an
v v v v v v v v v v v v
OSM major with several years of experience.
v v v v v v v
1-4
v v v v
SOLUTION MANUAL v
Operations and Supply Chain Management, 17th Edition
v v v v v v v
by F. Robert Jacobs and Richard Chase
v v v v v v
Chapters 1 - 22 | Complete
v v v v v v v
1-1
, Operations and Supply Chain Management
v v v v
• TABLE OF CONTENTS v v
Chapter 1: Introduction
v v
Chapter 2: Strategy
v v
Chapter 3: Design of Products and Services
v v v v v v
Chapter 4: Projects
v v
Chapter 5: Strategic Capacity Management
v v v v
Chapter 6: Learning Curves
v v v
Chapter 7: Manufacturing Processes
v v v
Chapter 8: Facility Layout
v v v
Chapter 9: Service Processes
v v v
Chapter 10: Waiting Line Analysis and Simulation
v v v v v v
Chapter 11: Process Design and Analysis
v v v v v
Chapter 12: Quality Management
v v v
Chapter 13: Statistical Quality Control
v v v v
Chapter 14: Lean Supply Chains
v v v v
Chapter 15: Logistics and Distribution Management
v v v v v
Chapter 16: Global Sourcing and Procurement
v v v v v
Chapter 17: The Internet of Things and ERP
v v v v v v v
Chapter 18: Forecasting
v v
Chapter 19: Sales and Operations Planning
v v v v v
Chapter 20: Inventory Management
v v v
Chapter 21: Material Requirements Planning
v v v v
Chapter 22: Workcenter Scheduling
v v v
1-2
, Operations and Supply Chain Management v v v v
CHAPTER 1 v
OPERATIONS AND SUPPLY CHAIN MANAGEMENT v v v v
Discussion Questions v
1. Using Exhibit 1.3 as a model, describe the source-make-deliver-return relationships in the
v v v v v v v v v v v
following systems:
v v
a. An airline
v
Source: Aircraft manufacturer, in-flight food, repair parts, computer systems
v v v v v v v v
Make: Aircraft and flight crew scheduling, ground services provided at airports, aircraft
v v v v v v v v v v v
maintenance and repair v v v
Deliver: Outbound and arriving passenger service, baggage handling
v v v v v v v
Return: Resolve any post-service issues such as lost or damaged luggage
v v v v v v v v v v v
b. An automobile manufacturer
v v
Source: Suppliers of components and raw materials v v v v v v
Make: Manufacturing of vehicles and components or subassemblies to be sold as spare
v v v v v v v v v v v v
parts v
Deliver: Delivery to and sales from dealerships, delivery of spare parts to the wholesale
v v v v v v v v v v v v v
system v
Return: Warranty and recall repairs, trade-ins v v v v v
c. A hospital
v
Source: Medical supplies, cleaning services, disposal services, food services, qualified
v v v v v v v v v
personnel v
Make: Inpatient rooms, outpatient clinics, emergency room, operating rooms
v v v v v v v v
Deliver: Scheduling patients, providing treatment, ambulance service, family counseling
v v v v v v v v
Return: Billing errors, follow up visits
v v v v v v
d. An insurance company
v v
Source: Supplies needed for the office, underwriters, legal authority to operate
v v v v v v v v v v
1-3
, Operations and Supply Chain Management v v v v
Make: Establish policy guidelines and pricing, field agent/representative and facility
v v v v v v v v v
network, develop Internet service capabilities, establish preferred vehicle repair service
v v v v v v v v v v
network
v
Deliver: Meet with and advise clients, write policies, process and pay claims
v v v v v v v v v v v
Return: refund of overpayments
v v v v
2. Define the service package of your college or university. What is its strongest element? What isits
v v v v v v v v v v v v v v v v
weakest one?
v v
The categories with examples are:
v v v v
Supporting facility - location, buildings, labs, parking Facilitating v v v v v v v
goods – class schedules, computers, books, chalk
v v v v v v v
Explicit services – classes with qualified instructors, placement offices v v v v v v v v
Implicit services – status and reputation (e.g., Ivy League schools)
v v v v v v v v v v
At Indiana University and the University of Southern California, among their strongest elements
v v v v v v v v v v v v
are their business schools and their Operations Management programs (of course).Both also
v v v v v v v v v v v v v
have very dedicated alumni networks. A weak element of Indiana University is its weak football
v v v v v v v v v v v v v v v
program; for USC, weak elements are on-campus parking and housing.
v v v v v v v v v v
3. What service industry has impressed you the most with its innovativeness?
v v v v v v v v v v
Our vote goes to cruise lines which have introduced such onboard innovations as wave
v v v v v v v v v v v v v
machines for belly boarding and rock climbing walls, as well as all sorts of other amenities to
v v v v v v v v v v v v v v v v v
keep cruisers involved. The industry is doing record business as well.
v v v v v v v v v v v
Some of the standout companies in less innovative industries are Bank of America (has a
v v v v v v v v v v v v v v
formalized research program to try out new customer services/amenities such as video screensin
v v v v v v v v v v v v v v
next to teller lines), Intuit (e.g., putting Quicken money management software online), Ikea,
v v v v v v v v v v v v v
JetBlue Airlines, and Progressive Insurance (discussed later in the book).
v v v v v v v v v v
4. What is product-service bundling and what are the benefits to customers?
v v v v v v v v v v
Product-service bundling is adding Value-added services to a firm’s product offerings to create v v v v v v v v v v v v
more value for the customer. This provides benefits in two areas. First, this differentiates the
v v v v v v v v v v v v v v v
organization from the competition. Secondly, these services tie customers to the organizationin a
v v v v v v v v v v v v v v
positive way. Alternatively, bundling can also involve adding products to a service, for example,
v v v v v v v v v v v v v v
adding the sale of convenience items and snacks at a hotel.
v v v v v v v v v v v
5. What is the difference between a service and a good?
v v v v v v v v v
A service is an intangible process (you can’t hold it in your hands), while a good is the physical
v v v v v v v v v v v v v v v v v v
output of a process.
v v v v
6. Look at the job postings at http://www.indeed.com and evaluate the opportunities for an
v v v v v v v v v v v v
OSM major with several years of experience.
v v v v v v v
1-4
