Operations and Supply Chain Management
bg bg bg bg
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
bg bg bg bg
• TABLE OF CONTENTSbg bg
Chapterbg1:bgIntroduction
Chapterbg2:bgStrategy
Chapterbg3:bgDesignbgofbgProductsbgandbgServices
Chapterbg4:bgProjects
Chapterbg5:bgStrategicbgCapacitybgManagement
Chapterbg6:bgLearningbgCurves
Chapterbg7:bgManufacturingbgProcesses
Chapterbg8:bgFacilitybgLayout
Chapterbg9:bgServicebgProcesses
Chapterbg10:bgWaitingbgLinebgAnalysisbgandbgSimulation
Chapterbg11:bgProcessbgDesignbgandbgAnalysis
Chapterbg12:bgQualitybgManagement
Chapterbg13:bgStatisticalbgQualitybgControl
Chapterbg14:bgLeanbgSupplybgChains
Chapterbg15:bgLogisticsbgandbgDistributionbgManagement
Chapterbg16:bgGlobalbgSourcingbgandbgProcurement
Chapterbg17:bgThebgInternetbgofbgThingsbgandbgERP
Chapterbg18:bgForecasting
Chapterbg19:bgSalesbgandbgOperationsbgPlanning
Chapterbg20:bgInventorybgManagement
Chapterbg21:bgMaterialbgRequirementsbgPlanning
Chapterbg22:bgWorkcenterbgScheduling
1-2
, Operations and Supply Chain Management
bg bg bg bg
CHAPTER 1 bg
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
bg bg bg bg
DiscussionbgQuestions
1. UsingbgExhibitbg1.3bgasbgabgmodel,bgdescribebgthebgsource-make-deliver-
returnbgrelationshipsbginbgthebgfollowingbgsystems:
a. Anbgairline
Source:b g Aircraftbgmanufacturer,bgin-flightbgfood,bgrepairbgparts,bgcomputerbgsystems
Make:bgAircraftbgandbgflightbgcrewbgscheduling,bggroundbgservicesbgprovidedbgatbgairports
,bgaircraftbgmaintenancebgandbgrepair
Deliver:bgOutboundbgandbgarrivingbgpassengerbgservice,bgbaggagebghandli
ngbgReturn:bgResolvebganybgpost-
servicebgissuesbgsuchbgasbglostbgorbgdamagedbgluggage
b. Anbgautomobilebgmanufacturer
Source:b g Suppliersbgofbgcomponentsbgandbgrawbgmaterials
Make:bgManufacturingbgofbgvehiclesbgandbgcomponentsbgorbgsubassembliesbgtobgbebgsoldb
gasbgsparebgparts
Deliver:bgDeliverybgtobgandbgsalesbgfrombgdealerships,bgdeliverybgofbgsparebgpartsbgtobgtheb
gwholesalebgsystem
Return:b g Warrantybgandbgrecallbgrepairs,bgtrade-ins
c. Abghospital
Source:bgMedicalbgsupplies,bgcleaningbgservices,bgdisposalbgservices,bgfoodbgservices,bgqual
ifiedbgpersonnel
Make:b g Inpatientbgrooms,bgoutpatientbgclinics,bgemergencybgroom,bgoperatingbgrooms
Deliver:bgSchedulingbgpatients,bgprovidingbgtreatment,bgambulancebgservice,bgfamilybgcou
nselingbgReturn:bgBillingbgerrors,bgfollowbgupbgvisits
d. Anbginsurancebgcompany
Source:b g Suppliesbgneededbgforbgthebgoffice,bgunderwriters,bglegalbgauthoritybgtobgoperate
1-3
, Operations and Supply Chain Management
bg bg bg bg
Make:bgEstablishbgpolicybgguidelinesbgandbgpricing,bgfieldbgagent/representativebgandbgfa
cilitybgnetwork,bgdevelopbgInternetbgservicebgcapabilities,bgestablishbgpreferredbgvehiclebgr
epairbgservicebgnetwork
Deliver:bgMeetbgwithbgandbgadvisebgclients,bgwritebgpolicies,bgprocessbgandbgp
aybgclaimsbgReturn:b g refundbgofbgoverpayments
2. Definebgthebgservicebgpackagebgofbgyourbgcollegebgorbguniversity.bgWhatbgisbgitsbgstrongestbgelement
?bgWhatbgisbgitsbgweakestbgone?
Thebgcategoriesbgwithbgexamplesbgare:
Supportingbgfacilitybg-
bglocation,bgbuildings,bglabs,bgparkingbgFacilitatingbggoodsbg–
bgclassbgschedules,bgcomputers,bgbooks,bgchalk
Explicitbgservicesbg–
bgclassesbgwithbgqualifiedbginstructors,bgplacementbgofficesbgImplicitbgser
vicesbg–bgstatusbgandbgreputationbg(e.g.,bgIvybgLeaguebgschools)
AtbgIndianabgUniversitybgandbgthebgUniversitybgofbgSouthernbgCalifornia,bgamongbgtheirbgstrong
estbgelementsbgarebgtheirbgbusinessbgschoolsbgandbgtheirbgOperationsbgManagementbgprograms
bg(ofbgcourse).bgBothbgalsobghavebgverybgdedicatedbgalumnibgnetworks.bgAbgweakbgelementbgofbgIn
dianabgUniversitybgisbgitsbgweakbgfootballbgprogram;bgforbgUSC,bgweakbgelementsbgarebgon-
campusbgparkingbgandbghousing.
3. Whatbgservicebgindustrybghasbgimpressedbgyoubgthebgmostbgwithbgitsbginnovativeness?
Ourbgvotebggoesbgtobgcruisebglinesbgwhichbghavebgintroducedbgsuchbgonboardbginnovationsbgasbg
wavebgmachinesbgforbgbellybgboardingbgandbgrockbgclimbingbgwalls,bgasbgwellbgasbgallbgsortsbgofbg
otherbgamenitiesbgtobgkeepbgcruisersbginvolved.b g Thebgindustrybgisbgdoingbgrecordbgbusinessbgasbg
well.
SomebgofbgthebgstandoutbgcompaniesbginbglessbginnovativebgindustriesbgarebgBankbgofbgAmericabg(
hasbgabgformalizedbgresearchbgprogrambgtobgtrybgoutbgnewbgcustomerbgservices/amenitiesbgsuchbg
asbgvideobgscreensbginbgnextbgtobgtellerbglines),bgIntuitbg(e.g.,bgputtingbgQuickenbgmoneybgmanagem
entbgsoftwarebgonline),bgIkea,bgJetBluebgAirlines,bgandbgProgressivebgInsurancebg(discussedbglaterbgi
nbgthebgbook).
4. Whatbgisbgproduct-servicebgbundlingbgandbgwhatbgarebgthebgbenefitsbgtobgcustomers?
Product-servicebgbundlingbgisbgaddingbgValue-
addedbgservicesbgtobgabgfirm’sbgproductbgofferingsbgtobgcreatebgmorebgvaluebgforbgthebgcustomer.bg
Thisbgprovidesbgbenefitsbginbgtwobgareas.bgFirst,bgthisbgdifferentiatesbgthebgorganizationbgfrombgthe
bgcompetition.bgSecondly,bgthesebgservicesbgtiebgcustomersbgtobgthebgorganizationbginbgabgpositivebg
way.bgAlternatively,bgbundlingbgcanbgalsobginvolvebgaddingbgproductsbgtobgabgservice,bgforbgexam
ple,bgaddingbgthebgsalebgofbgconveniencebgitemsbgandbgsnacksbgatbgabghotel.
5. Whatbgisbgthebgdifferencebgbetweenbgabgservicebgandbgabggood?
Abgservicebgisbganbgintangiblebgprocessbg(youbgcan’tbgholdbgitbginbgyourbghands),bgwhilebgabggoodbgi
sbgthebgphysicalbgoutputbgofbgabgprocess.
1-4
bg bg bg bg
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
bg bg bg bg
• TABLE OF CONTENTSbg bg
Chapterbg1:bgIntroduction
Chapterbg2:bgStrategy
Chapterbg3:bgDesignbgofbgProductsbgandbgServices
Chapterbg4:bgProjects
Chapterbg5:bgStrategicbgCapacitybgManagement
Chapterbg6:bgLearningbgCurves
Chapterbg7:bgManufacturingbgProcesses
Chapterbg8:bgFacilitybgLayout
Chapterbg9:bgServicebgProcesses
Chapterbg10:bgWaitingbgLinebgAnalysisbgandbgSimulation
Chapterbg11:bgProcessbgDesignbgandbgAnalysis
Chapterbg12:bgQualitybgManagement
Chapterbg13:bgStatisticalbgQualitybgControl
Chapterbg14:bgLeanbgSupplybgChains
Chapterbg15:bgLogisticsbgandbgDistributionbgManagement
Chapterbg16:bgGlobalbgSourcingbgandbgProcurement
Chapterbg17:bgThebgInternetbgofbgThingsbgandbgERP
Chapterbg18:bgForecasting
Chapterbg19:bgSalesbgandbgOperationsbgPlanning
Chapterbg20:bgInventorybgManagement
Chapterbg21:bgMaterialbgRequirementsbgPlanning
Chapterbg22:bgWorkcenterbgScheduling
1-2
, Operations and Supply Chain Management
bg bg bg bg
CHAPTER 1 bg
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
bg bg bg bg
DiscussionbgQuestions
1. UsingbgExhibitbg1.3bgasbgabgmodel,bgdescribebgthebgsource-make-deliver-
returnbgrelationshipsbginbgthebgfollowingbgsystems:
a. Anbgairline
Source:b g Aircraftbgmanufacturer,bgin-flightbgfood,bgrepairbgparts,bgcomputerbgsystems
Make:bgAircraftbgandbgflightbgcrewbgscheduling,bggroundbgservicesbgprovidedbgatbgairports
,bgaircraftbgmaintenancebgandbgrepair
Deliver:bgOutboundbgandbgarrivingbgpassengerbgservice,bgbaggagebghandli
ngbgReturn:bgResolvebganybgpost-
servicebgissuesbgsuchbgasbglostbgorbgdamagedbgluggage
b. Anbgautomobilebgmanufacturer
Source:b g Suppliersbgofbgcomponentsbgandbgrawbgmaterials
Make:bgManufacturingbgofbgvehiclesbgandbgcomponentsbgorbgsubassembliesbgtobgbebgsoldb
gasbgsparebgparts
Deliver:bgDeliverybgtobgandbgsalesbgfrombgdealerships,bgdeliverybgofbgsparebgpartsbgtobgtheb
gwholesalebgsystem
Return:b g Warrantybgandbgrecallbgrepairs,bgtrade-ins
c. Abghospital
Source:bgMedicalbgsupplies,bgcleaningbgservices,bgdisposalbgservices,bgfoodbgservices,bgqual
ifiedbgpersonnel
Make:b g Inpatientbgrooms,bgoutpatientbgclinics,bgemergencybgroom,bgoperatingbgrooms
Deliver:bgSchedulingbgpatients,bgprovidingbgtreatment,bgambulancebgservice,bgfamilybgcou
nselingbgReturn:bgBillingbgerrors,bgfollowbgupbgvisits
d. Anbginsurancebgcompany
Source:b g Suppliesbgneededbgforbgthebgoffice,bgunderwriters,bglegalbgauthoritybgtobgoperate
1-3
, Operations and Supply Chain Management
bg bg bg bg
Make:bgEstablishbgpolicybgguidelinesbgandbgpricing,bgfieldbgagent/representativebgandbgfa
cilitybgnetwork,bgdevelopbgInternetbgservicebgcapabilities,bgestablishbgpreferredbgvehiclebgr
epairbgservicebgnetwork
Deliver:bgMeetbgwithbgandbgadvisebgclients,bgwritebgpolicies,bgprocessbgandbgp
aybgclaimsbgReturn:b g refundbgofbgoverpayments
2. Definebgthebgservicebgpackagebgofbgyourbgcollegebgorbguniversity.bgWhatbgisbgitsbgstrongestbgelement
?bgWhatbgisbgitsbgweakestbgone?
Thebgcategoriesbgwithbgexamplesbgare:
Supportingbgfacilitybg-
bglocation,bgbuildings,bglabs,bgparkingbgFacilitatingbggoodsbg–
bgclassbgschedules,bgcomputers,bgbooks,bgchalk
Explicitbgservicesbg–
bgclassesbgwithbgqualifiedbginstructors,bgplacementbgofficesbgImplicitbgser
vicesbg–bgstatusbgandbgreputationbg(e.g.,bgIvybgLeaguebgschools)
AtbgIndianabgUniversitybgandbgthebgUniversitybgofbgSouthernbgCalifornia,bgamongbgtheirbgstrong
estbgelementsbgarebgtheirbgbusinessbgschoolsbgandbgtheirbgOperationsbgManagementbgprograms
bg(ofbgcourse).bgBothbgalsobghavebgverybgdedicatedbgalumnibgnetworks.bgAbgweakbgelementbgofbgIn
dianabgUniversitybgisbgitsbgweakbgfootballbgprogram;bgforbgUSC,bgweakbgelementsbgarebgon-
campusbgparkingbgandbghousing.
3. Whatbgservicebgindustrybghasbgimpressedbgyoubgthebgmostbgwithbgitsbginnovativeness?
Ourbgvotebggoesbgtobgcruisebglinesbgwhichbghavebgintroducedbgsuchbgonboardbginnovationsbgasbg
wavebgmachinesbgforbgbellybgboardingbgandbgrockbgclimbingbgwalls,bgasbgwellbgasbgallbgsortsbgofbg
otherbgamenitiesbgtobgkeepbgcruisersbginvolved.b g Thebgindustrybgisbgdoingbgrecordbgbusinessbgasbg
well.
SomebgofbgthebgstandoutbgcompaniesbginbglessbginnovativebgindustriesbgarebgBankbgofbgAmericabg(
hasbgabgformalizedbgresearchbgprogrambgtobgtrybgoutbgnewbgcustomerbgservices/amenitiesbgsuchbg
asbgvideobgscreensbginbgnextbgtobgtellerbglines),bgIntuitbg(e.g.,bgputtingbgQuickenbgmoneybgmanagem
entbgsoftwarebgonline),bgIkea,bgJetBluebgAirlines,bgandbgProgressivebgInsurancebg(discussedbglaterbgi
nbgthebgbook).
4. Whatbgisbgproduct-servicebgbundlingbgandbgwhatbgarebgthebgbenefitsbgtobgcustomers?
Product-servicebgbundlingbgisbgaddingbgValue-
addedbgservicesbgtobgabgfirm’sbgproductbgofferingsbgtobgcreatebgmorebgvaluebgforbgthebgcustomer.bg
Thisbgprovidesbgbenefitsbginbgtwobgareas.bgFirst,bgthisbgdifferentiatesbgthebgorganizationbgfrombgthe
bgcompetition.bgSecondly,bgthesebgservicesbgtiebgcustomersbgtobgthebgorganizationbginbgabgpositivebg
way.bgAlternatively,bgbundlingbgcanbgalsobginvolvebgaddingbgproductsbgtobgabgservice,bgforbgexam
ple,bgaddingbgthebgsalebgofbgconveniencebgitemsbgandbgsnacksbgatbgabghotel.
5. Whatbgisbgthebgdifferencebgbetweenbgabgservicebgandbgabggood?
Abgservicebgisbganbgintangiblebgprocessbg(youbgcan’tbgholdbgitbginbgyourbghands),bgwhilebgabggoodbgi
sbgthebgphysicalbgoutputbgofbgabgprocess.
1-4
