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