Operations and Supply Chain Management
SOLUTION MANUAL
Operations and Supply Chain Management, 17th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, Operations and Supply Chain Management
• TABLE OF CONTENTS
Chapter 1: Introduction
Chapter 2: Strategy
Chapter 3: Design of Products and Services
Chapter 4: Projects
Chapter 5: Strategic Capacity Management
Chapter 6: Learning Curves
Chapter 7: Manufacturing Processes
Chapter 8: Facility Layout
Chapter 9: Service Processes
Chapter 10: Waiting Line Analysis and Simulation
Chapter 11: Process Design and Analysis
Chapter 12: Quality Management
Chapter 13: Statistical Quality Control
Chapter 14: Lean Supply Chains
Chapter 15: Logistics and Distribution Management
Chapter 16: Global Sourcing and Procurement
Chapter 17: The Internet of Things and ERP
Chapter 18: Forecasting
Chapter 19: Sales and Operations Planning
Chapter 20: Inventory Management
Chapter 21: Material Requirements Planning
Chapter 22: Workcenter Scheduling
1-2
, Operations and Supply Chain Management
CHAPTER 1
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
Discussion Questions
1. UsingAExhibitA1.3AasAaAmodel,AdescribeAtheAsource-make-deliver-
returnArelationshipsAinAtheAfollowingAsystems:
a. AnAairline
Source:A AircraftAmanufacturer,Ain-flightAfood,ArepairAparts,AcomputerAsystems
Make:AAircraftAandAflightAcrewAscheduling,AgroundAservicesAprovidedAatAairports,Aaircraf
tAmaintenanceAandArepair
Deliver:AOutboundAandAarrivingApassengerAservice,AbaggageAhandlingARe
turn:AResolveAanyApost-serviceAissuesAsuchAasAlostAorAdamagedAluggage
b. AnAautomobileAmanufacturer
Source:A SuppliersAofAcomponentsAandArawAmaterials
Make:AManufacturingAofAvehiclesAandAcomponentsAorAsubassembliesAtoAbeAsoldAasAspar
eAparts
Deliver:ADeliveryAtoAandAsalesAfromAdealerships,AdeliveryAofAspareApartsAtoAtheAwholesal
eAsystem
Return:A WarrantyAandArecallArepairs,Atrade-ins
c. AAhospital
Source:AMedicalAsupplies,AcleaningAservices,AdisposalAservices,AfoodAservices,AqualifiedAp
ersonnel
Make:A InpatientArooms,AoutpatientAclinics,AemergencyAroom,AoperatingArooms
Deliver:ASchedulingApatients,AprovidingAtreatment,AambulanceAservice,AfamilyAcounselin
gAReturn:ABillingAerrors,AfollowAupAvisits
d. AnAinsuranceAcompany
Source:A SuppliesAneededAforAtheAoffice,Aunderwriters,AlegalAauthorityAtoAoperate
1-3
, Operations and Supply Chain Management
Make:AEstablishApolicyAguidelinesAandApricing,AfieldAagent/representativeAandAfacilityAn
etwork,AdevelopAInternetAserviceAcapabilities,AestablishApreferredAvehicleArepairAserviceA
network
Deliver:AMeetAwithAandAadviseAclients,AwriteApolicies,AprocessAandApayAclaim
sAReturn:A refundAofAoverpayments
2. DefineAtheAserviceApackageAofAyourAcollegeAorAuniversity.AWhatAisAitsAstrongestAelement?AWhatAisA
itsAweakestAone?
TheAcategoriesAwithAexamplesAare:
SupportingAfacilityA-
Alocation,Abuildings,Alabs,AparkingAFacilitatingAgoodsA–
AclassAschedules,Acomputers,Abooks,Achalk
ExplicitAservicesA–
AclassesAwithAqualifiedAinstructors,AplacementAofficesAImplicitAservicesA
–AstatusAandAreputationA(e.g.,AIvyALeagueAschools)
AtAIndianaAUniversityAandAtheAUniversityAofASouthernACalifornia,AamongAtheirAstrongestAelem
entsAareAtheirAbusinessAschoolsAandAtheirAOperationsAManagementAprogramsA(ofAcourse).ABot
hAalsoAhaveAveryAdedicatedAalumniAnetworks.AAAweakAelementAofAIndianaAUniversityAisAitsAwe
akAfootballAprogram;AforAUSC,AweakAelementsAareAon-campusAparkingAandAhousing.
3. WhatAserviceAindustryAhasAimpressedAyouAtheAmostAwithAitsAinnovativeness?
OurAvoteAgoesAtoAcruiseAlinesAwhichAhaveAintroducedAsuchAonboardAinnovationsAasAwaveAmac
hinesAforAbellyAboardingAandArockAclimbingAwalls,AasAwellAasAallAsortsAofAotherAamenitiesAtoAke
epAcruisersAinvolved.A TheAindustryAisAdoingArecordAbusinessAasAwell.
SomeAofAtheAstandoutAcompaniesAinAlessAinnovativeAindustriesAareABankAofAAmericaA(hasAaAfor
malizedAresearchAprogramAtoAtryAoutAnewAcustomerAservices/amenitiesAsuchAasAvideoAscreensAin
AnextAtoAtellerAlines),AIntuitA(e.g.,AputtingAQuickenAmoneyAmanagementAsoftwareAonline),AIkea,AJ
etBlueAAirlines,AandAProgressiveAInsuranceA(discussedAlaterAinAtheAbook).
4. WhatAisAproduct-serviceAbundlingAandAwhatAareAtheAbenefitsAtoAcustomers?
Product-serviceAbundlingAisAaddingAValue-
addedAservicesAtoAaAfirm’sAproductAofferingsAtoAcreateAmoreAvalueAforAtheAcustomer.AThisAprovi
desAbenefitsAinAtwoAareas.AFirst,AthisAdifferentiatesAtheAorganizationAfromAtheAcompetition.ASec
ondly,AtheseAservicesAtieAcustomersAtoAtheAorganizationAinAaApositiveAway.AAlternatively,Abundli
ngAcanAalsoAinvolveAaddingAproductsAtoAaAservice,AforAexample,AaddingAtheAsaleAofAconvenience
AitemsAandAsnacksAatAaAhotel.
5. WhatAisAtheAdifferenceAbetweenAaAserviceAandAaAgood?
AAserviceAisAanAintangibleAprocessA(youAcan’tAholdAitAinAyourAhands),AwhileAaAgoodAisAtheAphysic
alAoutputAofAaAprocess.
6. LookAatAtheAjobApostingsAatAhttp://www.indeed.comAandAevaluateAtheAopportunitiesAforAa
nAOSMAmajorAwithAseveralAyearsAofAexperience.
1-4
SOLUTION MANUAL
Operations and Supply Chain Management, 17th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, Operations and Supply Chain Management
• TABLE OF CONTENTS
Chapter 1: Introduction
Chapter 2: Strategy
Chapter 3: Design of Products and Services
Chapter 4: Projects
Chapter 5: Strategic Capacity Management
Chapter 6: Learning Curves
Chapter 7: Manufacturing Processes
Chapter 8: Facility Layout
Chapter 9: Service Processes
Chapter 10: Waiting Line Analysis and Simulation
Chapter 11: Process Design and Analysis
Chapter 12: Quality Management
Chapter 13: Statistical Quality Control
Chapter 14: Lean Supply Chains
Chapter 15: Logistics and Distribution Management
Chapter 16: Global Sourcing and Procurement
Chapter 17: The Internet of Things and ERP
Chapter 18: Forecasting
Chapter 19: Sales and Operations Planning
Chapter 20: Inventory Management
Chapter 21: Material Requirements Planning
Chapter 22: Workcenter Scheduling
1-2
, Operations and Supply Chain Management
CHAPTER 1
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
Discussion Questions
1. UsingAExhibitA1.3AasAaAmodel,AdescribeAtheAsource-make-deliver-
returnArelationshipsAinAtheAfollowingAsystems:
a. AnAairline
Source:A AircraftAmanufacturer,Ain-flightAfood,ArepairAparts,AcomputerAsystems
Make:AAircraftAandAflightAcrewAscheduling,AgroundAservicesAprovidedAatAairports,Aaircraf
tAmaintenanceAandArepair
Deliver:AOutboundAandAarrivingApassengerAservice,AbaggageAhandlingARe
turn:AResolveAanyApost-serviceAissuesAsuchAasAlostAorAdamagedAluggage
b. AnAautomobileAmanufacturer
Source:A SuppliersAofAcomponentsAandArawAmaterials
Make:AManufacturingAofAvehiclesAandAcomponentsAorAsubassembliesAtoAbeAsoldAasAspar
eAparts
Deliver:ADeliveryAtoAandAsalesAfromAdealerships,AdeliveryAofAspareApartsAtoAtheAwholesal
eAsystem
Return:A WarrantyAandArecallArepairs,Atrade-ins
c. AAhospital
Source:AMedicalAsupplies,AcleaningAservices,AdisposalAservices,AfoodAservices,AqualifiedAp
ersonnel
Make:A InpatientArooms,AoutpatientAclinics,AemergencyAroom,AoperatingArooms
Deliver:ASchedulingApatients,AprovidingAtreatment,AambulanceAservice,AfamilyAcounselin
gAReturn:ABillingAerrors,AfollowAupAvisits
d. AnAinsuranceAcompany
Source:A SuppliesAneededAforAtheAoffice,Aunderwriters,AlegalAauthorityAtoAoperate
1-3
, Operations and Supply Chain Management
Make:AEstablishApolicyAguidelinesAandApricing,AfieldAagent/representativeAandAfacilityAn
etwork,AdevelopAInternetAserviceAcapabilities,AestablishApreferredAvehicleArepairAserviceA
network
Deliver:AMeetAwithAandAadviseAclients,AwriteApolicies,AprocessAandApayAclaim
sAReturn:A refundAofAoverpayments
2. DefineAtheAserviceApackageAofAyourAcollegeAorAuniversity.AWhatAisAitsAstrongestAelement?AWhatAisA
itsAweakestAone?
TheAcategoriesAwithAexamplesAare:
SupportingAfacilityA-
Alocation,Abuildings,Alabs,AparkingAFacilitatingAgoodsA–
AclassAschedules,Acomputers,Abooks,Achalk
ExplicitAservicesA–
AclassesAwithAqualifiedAinstructors,AplacementAofficesAImplicitAservicesA
–AstatusAandAreputationA(e.g.,AIvyALeagueAschools)
AtAIndianaAUniversityAandAtheAUniversityAofASouthernACalifornia,AamongAtheirAstrongestAelem
entsAareAtheirAbusinessAschoolsAandAtheirAOperationsAManagementAprogramsA(ofAcourse).ABot
hAalsoAhaveAveryAdedicatedAalumniAnetworks.AAAweakAelementAofAIndianaAUniversityAisAitsAwe
akAfootballAprogram;AforAUSC,AweakAelementsAareAon-campusAparkingAandAhousing.
3. WhatAserviceAindustryAhasAimpressedAyouAtheAmostAwithAitsAinnovativeness?
OurAvoteAgoesAtoAcruiseAlinesAwhichAhaveAintroducedAsuchAonboardAinnovationsAasAwaveAmac
hinesAforAbellyAboardingAandArockAclimbingAwalls,AasAwellAasAallAsortsAofAotherAamenitiesAtoAke
epAcruisersAinvolved.A TheAindustryAisAdoingArecordAbusinessAasAwell.
SomeAofAtheAstandoutAcompaniesAinAlessAinnovativeAindustriesAareABankAofAAmericaA(hasAaAfor
malizedAresearchAprogramAtoAtryAoutAnewAcustomerAservices/amenitiesAsuchAasAvideoAscreensAin
AnextAtoAtellerAlines),AIntuitA(e.g.,AputtingAQuickenAmoneyAmanagementAsoftwareAonline),AIkea,AJ
etBlueAAirlines,AandAProgressiveAInsuranceA(discussedAlaterAinAtheAbook).
4. WhatAisAproduct-serviceAbundlingAandAwhatAareAtheAbenefitsAtoAcustomers?
Product-serviceAbundlingAisAaddingAValue-
addedAservicesAtoAaAfirm’sAproductAofferingsAtoAcreateAmoreAvalueAforAtheAcustomer.AThisAprovi
desAbenefitsAinAtwoAareas.AFirst,AthisAdifferentiatesAtheAorganizationAfromAtheAcompetition.ASec
ondly,AtheseAservicesAtieAcustomersAtoAtheAorganizationAinAaApositiveAway.AAlternatively,Abundli
ngAcanAalsoAinvolveAaddingAproductsAtoAaAservice,AforAexample,AaddingAtheAsaleAofAconvenience
AitemsAandAsnacksAatAaAhotel.
5. WhatAisAtheAdifferenceAbetweenAaAserviceAandAaAgood?
AAserviceAisAanAintangibleAprocessA(youAcan’tAholdAitAinAyourAhands),AwhileAaAgoodAisAtheAphysic
alAoutputAofAaAprocess.
6. LookAatAtheAjobApostingsAatAhttp://www.indeed.comAandAevaluateAtheAopportunitiesAforAa
nAOSMAmajorAwithAseveralAyearsAofAexperience.
1-4
