Operations and Supply Chain Management
SOLUTION MANUAL
Operations and Supply Chain Management, 16th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, Operations and Supply Chain Management
TABLE OF CONTENTS
Chaptery 1:y Introduction
Chaptery 2:y Strategy
Chaptery 3:y Designy ofy Productsy andy Services
Chaptery 4:y Projects
Chaptery 5:y Strategicy Capacityy Management
Chaptery 6:y Learningy Curves
Chaptery 7:y Manufacturingy Processes
Chaptery 8:y Facilityy Layout
Chaptery 9:y Servicey Processes
Chaptery 10:y Waitingy Liney Analysisy andy Simulation
Chaptery 11:y Processy Designy andy Analysis
Chaptery 12:y Qualityy Management
Chaptery 13:y Statisticaly Qualityy Control
Chaptery 14:y Leany Supplyy Chains
Chaptery 15:y Logisticsy andy Distributiony Management
Chaptery 16:y Globaly Sourcingy andy Procurement
Chaptery 17:y They Internety ofy Thingsy andy ERP
Chaptery 18:y Forecasting
Chaptery 19:y Salesy andy Operationsy Planning
Chaptery 20:y Inventoryy Management
Chaptery 21:y Materialy Requirementsy Planning
1-2
, Operations and Supply Chain Management
Chaptery 22:y Workcentery Scheduling
CHAPTERy 1
OPERATIONSy ANDy SUPPLYy CHAINy MANAGEMENT
Discussiony Questions
1. Usingy Exhibity 1.3y asy ay model,y describey they source-make-deliver-returny
relationshipsy iny theyfollowingy systems:
a. Any airline
Source:y Aircrafty manufacturer,y in-flighty food,y repairy parts,y computery systems
Make:y Aircrafty andy flighty crewy scheduling,y groundy servicesy providedy aty
airports,y aircraftymaintenancey andy repair
Deliver:y Outboundy andy arrivingy passengery service,y baggagey
handlingy Return:y Resolvey anyy post-servicey issuesy suchy asy losty
ory damagedy luggage
b. Any automobiley manufacturer
Source:y Suppliersy ofy componentsy andy rawy materials
Make:y Manufacturingy ofy vehiclesy andy componentsy ory subassembliesy toy bey
soldy asy spareyparts
Deliver:y Deliveryy toy andy salesy fromy dealerships,y deliveryy ofy sparey partsy toy
they wholesaleysystem
Return:y Warrantyy andy recally repairs,y trade-ins
c. Ay hospital
Source:y Medicaly supplies,y cleaningy services,y disposaly services,y foody
services,y qualifiedypersonnel
Make:y Inpatienty rooms,y outpatienty clinics,y emergencyy room,y operatingy rooms
Deliver:y Schedulingy patients,y providingy treatment,y ambulancey service,y
familyy counselingyReturn:y Billingy errors,y followy upy visits
d. Any insurancey company
Source:y Suppliesy neededy fory they office,y underwriters,y legaly authorityy toy operate
1-3
, Operations and Supply Chain Management
Make:y Establishy policyy guidelinesy andy pricing,y fieldy agent/representativey
andy facilityy network,y developy Internety servicey capabilities,y establishy
preferredy vehicley repairy serviceynetwork
Deliver:y Meety withy andy advisey clients,y writey policies,y processy
andy payy claimsyReturn:y refundy ofy overpayments
2. Definey they servicey packagey ofy youry collegey ory university.y Whaty isy itsy strongesty
element?y Whaty isyitsy weakesty one?
They categoriesy withy examplesy are:
Supportingy facilityy -y location,y buildings,y labs,y parkingy
Facilitatingy goodsy –y classy schedules,y computers,y
books,y chalk
Explicity servicesy –y classesy withy qualifiedy instructors,y
placementy officesyImplicity servicesy –y statusy andy reputationy
(e.g.,y Ivyy Leaguey schools)
Aty Indianay Universityy andy they Universityy ofy Southerny California,y amongy theiry
strongesty elementsy arey theiry businessy schoolsy andy theiry Operationsy
Managementy programsy (ofy course).yBothy alsoy havey veryy dedicatedy alumniy
networks.y Ay weaky elementy ofy Indianay Universityy isy itsy weaky footbally program;y
fory USC,y weaky elementsy arey on-campusy parkingy andy housing.
3. Whaty servicey industryy hasy impressedy youy they mosty withy itsy innovativeness?
Oury votey goesy toy cruisey linesy whichy havey introducedy suchy onboardy
innovationsy asy wavey machinesy fory bellyy boardingy andy rocky climbingy walls,y asy
welly asy ally sortsy ofy othery amenitiesy toykeepy cruisersy involved.y They industryy isy
doingy recordy businessy asy well.
Somey ofy they standouty companiesy iny lessy innovativey industriesy arey Banky ofy
Americay (hasy ay formalizedy researchy programy toy tryy outy newy customery
services/amenitiesy suchy asy videoy screensyiny nexty toy tellery lines),y Intuity (e.g.,y
puttingy Quickeny moneyy managementy softwarey online),y Ikea,yJetBluey Airlines,y andy
Progressivey Insurancey (discussedy latery iny they book).
4. Whaty isy product-servicey bundlingy andy whaty arey they benefitsy toy customers?
Product-servicey bundlingy isy addingy Value-addedy servicesy toy ay firm’sy producty
offeringsy toy createymorey valuey fory they customer.y Thisy providesy benefitsy iny twoy
areas.y First,y thisy differentiatesy theyorganizationy fromy they competition.y Secondly,y
thesey servicesy tiey customersy toy they organizationyiny ay positivey way.y Alternatively,y
bundlingy cany alsoy involvey addingy productsy toy ay service,y fory example,y addingy
they saley ofy conveniencey itemsy andy snacksy aty ay hotel.
1-4
SOLUTION MANUAL
Operations and Supply Chain Management, 16th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, Operations and Supply Chain Management
TABLE OF CONTENTS
Chaptery 1:y Introduction
Chaptery 2:y Strategy
Chaptery 3:y Designy ofy Productsy andy Services
Chaptery 4:y Projects
Chaptery 5:y Strategicy Capacityy Management
Chaptery 6:y Learningy Curves
Chaptery 7:y Manufacturingy Processes
Chaptery 8:y Facilityy Layout
Chaptery 9:y Servicey Processes
Chaptery 10:y Waitingy Liney Analysisy andy Simulation
Chaptery 11:y Processy Designy andy Analysis
Chaptery 12:y Qualityy Management
Chaptery 13:y Statisticaly Qualityy Control
Chaptery 14:y Leany Supplyy Chains
Chaptery 15:y Logisticsy andy Distributiony Management
Chaptery 16:y Globaly Sourcingy andy Procurement
Chaptery 17:y They Internety ofy Thingsy andy ERP
Chaptery 18:y Forecasting
Chaptery 19:y Salesy andy Operationsy Planning
Chaptery 20:y Inventoryy Management
Chaptery 21:y Materialy Requirementsy Planning
1-2
, Operations and Supply Chain Management
Chaptery 22:y Workcentery Scheduling
CHAPTERy 1
OPERATIONSy ANDy SUPPLYy CHAINy MANAGEMENT
Discussiony Questions
1. Usingy Exhibity 1.3y asy ay model,y describey they source-make-deliver-returny
relationshipsy iny theyfollowingy systems:
a. Any airline
Source:y Aircrafty manufacturer,y in-flighty food,y repairy parts,y computery systems
Make:y Aircrafty andy flighty crewy scheduling,y groundy servicesy providedy aty
airports,y aircraftymaintenancey andy repair
Deliver:y Outboundy andy arrivingy passengery service,y baggagey
handlingy Return:y Resolvey anyy post-servicey issuesy suchy asy losty
ory damagedy luggage
b. Any automobiley manufacturer
Source:y Suppliersy ofy componentsy andy rawy materials
Make:y Manufacturingy ofy vehiclesy andy componentsy ory subassembliesy toy bey
soldy asy spareyparts
Deliver:y Deliveryy toy andy salesy fromy dealerships,y deliveryy ofy sparey partsy toy
they wholesaleysystem
Return:y Warrantyy andy recally repairs,y trade-ins
c. Ay hospital
Source:y Medicaly supplies,y cleaningy services,y disposaly services,y foody
services,y qualifiedypersonnel
Make:y Inpatienty rooms,y outpatienty clinics,y emergencyy room,y operatingy rooms
Deliver:y Schedulingy patients,y providingy treatment,y ambulancey service,y
familyy counselingyReturn:y Billingy errors,y followy upy visits
d. Any insurancey company
Source:y Suppliesy neededy fory they office,y underwriters,y legaly authorityy toy operate
1-3
, Operations and Supply Chain Management
Make:y Establishy policyy guidelinesy andy pricing,y fieldy agent/representativey
andy facilityy network,y developy Internety servicey capabilities,y establishy
preferredy vehicley repairy serviceynetwork
Deliver:y Meety withy andy advisey clients,y writey policies,y processy
andy payy claimsyReturn:y refundy ofy overpayments
2. Definey they servicey packagey ofy youry collegey ory university.y Whaty isy itsy strongesty
element?y Whaty isyitsy weakesty one?
They categoriesy withy examplesy are:
Supportingy facilityy -y location,y buildings,y labs,y parkingy
Facilitatingy goodsy –y classy schedules,y computers,y
books,y chalk
Explicity servicesy –y classesy withy qualifiedy instructors,y
placementy officesyImplicity servicesy –y statusy andy reputationy
(e.g.,y Ivyy Leaguey schools)
Aty Indianay Universityy andy they Universityy ofy Southerny California,y amongy theiry
strongesty elementsy arey theiry businessy schoolsy andy theiry Operationsy
Managementy programsy (ofy course).yBothy alsoy havey veryy dedicatedy alumniy
networks.y Ay weaky elementy ofy Indianay Universityy isy itsy weaky footbally program;y
fory USC,y weaky elementsy arey on-campusy parkingy andy housing.
3. Whaty servicey industryy hasy impressedy youy they mosty withy itsy innovativeness?
Oury votey goesy toy cruisey linesy whichy havey introducedy suchy onboardy
innovationsy asy wavey machinesy fory bellyy boardingy andy rocky climbingy walls,y asy
welly asy ally sortsy ofy othery amenitiesy toykeepy cruisersy involved.y They industryy isy
doingy recordy businessy asy well.
Somey ofy they standouty companiesy iny lessy innovativey industriesy arey Banky ofy
Americay (hasy ay formalizedy researchy programy toy tryy outy newy customery
services/amenitiesy suchy asy videoy screensyiny nexty toy tellery lines),y Intuity (e.g.,y
puttingy Quickeny moneyy managementy softwarey online),y Ikea,yJetBluey Airlines,y andy
Progressivey Insurancey (discussedy latery iny they book).
4. Whaty isy product-servicey bundlingy andy whaty arey they benefitsy toy customers?
Product-servicey bundlingy isy addingy Value-addedy servicesy toy ay firm’sy producty
offeringsy toy createymorey valuey fory they customer.y Thisy providesy benefitsy iny twoy
areas.y First,y thisy differentiatesy theyorganizationy fromy they competition.y Secondly,y
thesey servicesy tiey customersy toy they organizationyiny ay positivey way.y Alternatively,y
bundlingy cany alsoy involvey addingy productsy toy ay service,y fory example,y addingy
they saley ofy conveniencey itemsy andy snacksy aty ay hotel.
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