Operations and Supply Chain Management, 17th Edition solution manual by F. Robert Jacobs and Richard Chase Chapters 1 - 22 | Complete|ISBN:9780073403298

SOLUTION MANUAL
Operations and Supply Chain Management, 17th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
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,  TABLEOFCONTENTS SI SI




Chapter 1: Introduction
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Chapter 2: StrategySI SI




Chapter 3: Design ofProductsand Services
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SI Chapter 4: Projects SI SI




Chapter5: StrategicCapacityManagement
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SI Chapter 6: Learning Curves
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Chapter7:ManufacturingProcesses Chapter
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SI 8: Facility Layout
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Chapter 9: Service Processes
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Chapter 10: Waiting LineAnalysis and Simulation
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SI Chapter 11: Process Design and Analysis
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S I Chapter 12: Quality Management
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Chapter 13: Statistical Quality Control
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SI Chapter 14: Lean Supply Chains
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Chapter 15: Logistics and Distribution Management
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SI Chapter 16: Global Sourcing and Procurement
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SI Chapter 17: The Internet of Things and ERP Chapter
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SI 18: Forecasting
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Chapter 19: Sales and Operations Planning
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SI Chapter 20: Inventory Management
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S I Chapter21: MaterialRequirements Planning
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,Chapter 22: Workcenter Scheduling
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CHAPTER 1 SI




OPERATIONSANDSUPPLYCHAINMANAGEMENT S
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Discussion Questions SI




1. Using Exhibit 1.3 as a model, describe the source-make-deliver-return
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relationships in thefollowing systems:
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a. Anairline SI




Source:Aircraftmanufacturer,in-flight food,repairparts,computersystems Make:
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Aircraftandflightcrewscheduling,groundservices providedatairports,
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aircraftmaintenance and repair SI SI




Deliver: Outbound and arriving passenger service, baggage handling
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Return: Resolve any post-service issues such as lost or damaged
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luggage
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b. An automobile manufacturer
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Source: Suppliers of components and raw materials S I SI SI SI SI SI




Make: Manufacturing of vehicles and components or subassemblies to be sold as
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spareparts SI




Deliver:Deliverytoandsalesfromdealerships, deliveryof spare partstothe
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wholesalesystem SI




Return: Warrantyand recallrepairs, trade-ins SI SI SI SI SI




c. A hospital
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Source: Medical supplies, cleaning services, disposal services, food services,
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qualifiedpersonnel SI




Make: Inpatient rooms, outpatient clinics, emergency room, operating rooms
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Deliver:Schedulingpatients,providing treatment,ambulanceservice,family
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counselingReturn: Billing errors, follow up visits
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d. An insurance company
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Source: Supplies needed for the office, underwriters, legal authority to operate
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, Make:Establish policyguidelines andpricing, fieldagent/representative and
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facilitynetwork,developInternetservicecapabilities,establishpreferredvehicle
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repair servicenetwork
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Deliver:Meetwithand adviseclients,writepolicies, processandpay claimsReturn:
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Srefund of overpayments
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2. Define the service package of your college or university. What is its strongest element?
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What isits weakest one?
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The categories with examples are:
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Supporting facility - location, buildings, labs, parking SI SI SI SI SI SI




Facilitating goods – class schedules, computers, books, chalk
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Explicitservices– classes withqualifiedinstructors,placement SI SI SI SI SI SI SI




officesImplicitservices–statusand reputation(e.g.,IvyLeague
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schools) SI




AtIndiana University andtheUniversity of Southern California, among their
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SI strongestelements aretheirbusinessschools andtheirOperations Management
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SI programs (ofcourse).Both also haveverydedicated alumninetworks. A weak SI SI SI SI SI SI SI SI SI SI




SI elementofIndianaUniversityisits weakfootballprogram;forUSC,weak elements are
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SI on-campus parking and housing. SI SI SI




3. What service industry has impressed you the most with its innovativeness?
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Our vote goes to cruise lines which have introduced such onboard innovations as
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wave machines for belly boarding and rock climbing walls, as wellas all sorts of other
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amenitiestokeepcruisers involved. Theindustry isdoingrecord business as well.
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Someofthestandoutcompanies inless innovativeindustriesareBankof America(has a
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formalized research program totryout newcustomerservices/amenitiessuchas video
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screensinnext to teller lines), Intuit (e.g., putting Quickenmoney management software
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online),Ikea,JetBlueAirlines,andProgressive Insurance (discussed laterinthe book).
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4. What is product-service bundling and what are the benefits to customers?
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Product-servicebundlingisaddingValue-addedservicestoa firm’sproductofferings to SI SI SI SI SI SI SI SI SI SI SI




createmore value for the customer. This provides benefits intwo areas.First, this
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differentiatestheorganizationfromthecompetition.Secondly,theseservicestie
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customers tothe organizationina positiveway. Alternatively, bundlingcanalso involve
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adding products toa service, for example,adding thesale ofconvenience items and
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snacks at a hotel.
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