Operations and Supply Chain Management
j j j j
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
j j j j
TABLE OF CONTENTS
j j
Chapterj1:jIntroduction
Chapterj2:jStrategy
Chapterj3:jDesignjofjProductsjandjServices
Chapterj4:jProjects
Chapterj5:jStrategicjCapacityjManagement
Chapterj6:jLearningjCurves
Chapterj7:jManufacturingjProcesses
Chapterj8:jFacilityjLayout
Chapterj9:jServicejProcesses
Chapterj10:jWaitingjLinejAnalysisjandjSimulation
Chapterj11:jProcessjDesignjandjAnalysis
Chapterj12:jQualityjManagement
Chapterj13:jStatisticaljQualityjControl
Chapterj14:jLeanjSupplyjChains
Chapterj15:jLogisticsjandjDistributionjManagement
Chapterj16:jGlobaljSourcingjandjProcurement
Chapterj17:jThejInternetjofjThingsjandjERP
Chapterj18:jForecasting
Chapterj19:jSalesjandjOperationsjPlanning
Chapterj20:jInventoryjManagement
Chapterj21:jMaterialjRequirementsjPlanning
1-2
, Operations and Supply Chain Management
j j j j
Chapterj22:jWorkcenterjScheduling
CHAPTER 1 j
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
j j j j
DiscussionjQuestions
1. UsingjExhibitj1.3jasjajmodel,jdescribejthejsource-make-deliver-
returnjrelationshipsjinjthejfollowingjsystems:
a. Anjairline
Source:j Aircraftjmanufacturer,jin-flightjfood,jrepairjparts,jcomputerjsystems
Make:jAircraftjandjflightjcrewjscheduling,jgroundjservicesjprovidedjatjairports,jaircr
aftjmaintenancejandjrepair
Deliver:jOutboundjandjarrivingjpassengerjservice,jbaggagejhandlingj
Return:jResolvejanyjpost-
servicejissuesjsuchjasjlostjorjdamagedjluggage
b. Anjautomobilejmanufacturer
Source:j Suppliersjofjcomponentsjandjrawjmaterials
Make:jManufacturingjofjvehiclesjandjcomponentsjorjsubassembliesjtojbejsoldjasjsp
arejparts
Deliver:jDeliveryjtojandjsalesjfromjdealerships,jdeliveryjofjsparejpartsjtojthejwholesa
lejsystem
Return:j Warrantyjandjrecalljrepairs,jtrade-ins
c. Ajhospital
Source:jMedicaljsupplies,jcleaningjservices,jdisposaljservices,jfoodjservices,jqualifie
djpersonnel
Make:j Inpatientjrooms,joutpatientjclinics,jemergencyjroom,joperatingjrooms
Deliver:jSchedulingjpatients,jprovidingjtreatment,jambulancejservice,jfamilyjcounse
lingjReturn:jBillingjerrors,jfollowjupjvisits
d. Anjinsurancejcompany
Source:j Suppliesjneededjforjthejoffice,junderwriters,jlegaljauthorityjtojoperate
1-3
, Operations and Supply Chain Management
j j j j
Make:jEstablishjpolicyjguidelinesjandjpricing,jfieldjagent/representativejandjfacility
jnetwork,jdevelopjInternetjservicejcapabilities,jestablishjpreferredjvehiclejrepairjser
vicejnetwork
Deliver:jMeetjwithjandjadvisejclients,jwritejpolicies,jprocessjandjpayjclai
msjReturn:j refundjofjoverpayments
2. Definejthejservicejpackagejofjyourjcollegejorjuniversity.jWhatjisjitsjstrongestjelement?jWhatjisj
itsjweakestjone?
Thejcategoriesjwithjexamplesjare:
Supportingjfacilityj-
jlocation,jbuildings,jlabs,jparkingjFacilitatingjgoodsj–
jclassjschedules,jcomputers,jbooks,jchalk
Explicitjservicesj–
jclassesjwithjqualifiedjinstructors,jplacementjofficesjImplicitjservice
sj–jstatusjandjreputationj(e.g.,jIvyjLeaguejschools)
AtjIndianajUniversityjandjthejUniversityjofjSouthernjCalifornia,jamongjtheirjstrongestjele
mentsjarejtheirjbusinessjschoolsjandjtheirjOperationsjManagementjprogramsj(ofjcourse)
.jBothjalsojhavejveryjdedicatedjalumnijnetworks.jAjweakjelementjofjIndianajUniversityjisjit
sjweakjfootballjprogram;jforjUSC,jweakjelementsjarejon-campusjparkingjandjhousing.
3. Whatjservicejindustryjhasjimpressedjyoujthejmostjwithjitsjinnovativeness?
Ourjvotejgoesjtojcruisejlinesjwhichjhavejintroducedjsuchjonboardjinnovationsjasjwavejm
achinesjforjbellyjboardingjandjrockjclimbingjwalls,jasjwelljasjalljsortsjofjotherjamenitiesjtoj
keepjcruisersjinvolved.j Thejindustryjisjdoingjrecordjbusinessjasjwell.
SomejofjthejstandoutjcompaniesjinjlessjinnovativejindustriesjarejBankjofjAmericaj(hasjajfor
malizedjresearchjprogramjtojtryjoutjnewjcustomerjservices/amenitiesjsuchjasjvideojscreen
sjinjnextjtojtellerjlines),jIntuitj(e.g.,jputtingjQuickenjmoneyjmanagementjsoftwarejonline),jIk
ea,jJetBluejAirlines,jandjProgressivejInsurancej(discussedjlaterjinjthejbook).
4. Whatjisjproduct-servicejbundlingjandjwhatjarejthejbenefitsjtojcustomers?
Product-servicejbundlingjisjaddingjValue-
addedjservicesjtojajfirm’sjproductjofferingsjtojcreatejmorejvaluejforjthejcustomer.jThisjprov
idesjbenefitsjinjtwojareas.jFirst,jthisjdifferentiatesjthejorganizationjfromjthejcompetition.jSe
condly,jthesejservicesjtiejcustomersjtojthejorganizationjinjajpositivejway.jAlternatively,jbun
dlingjcanjalsojinvolvejaddingjproductsjtojajservice,jforjexample,jaddingjthejsalejofjconvenie
ncejitemsjandjsnacksjatjajhotel.
5. Whatjisjthejdifferencejbetweenjajservicejandjajgood?
Ajservicejisjanjintangiblejprocessj(youjcan’tjholdjitjinjyourjhands),jwhilejajgoodjisjthejphysic
1-4
j j j j
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
j j j j
TABLE OF CONTENTS
j j
Chapterj1:jIntroduction
Chapterj2:jStrategy
Chapterj3:jDesignjofjProductsjandjServices
Chapterj4:jProjects
Chapterj5:jStrategicjCapacityjManagement
Chapterj6:jLearningjCurves
Chapterj7:jManufacturingjProcesses
Chapterj8:jFacilityjLayout
Chapterj9:jServicejProcesses
Chapterj10:jWaitingjLinejAnalysisjandjSimulation
Chapterj11:jProcessjDesignjandjAnalysis
Chapterj12:jQualityjManagement
Chapterj13:jStatisticaljQualityjControl
Chapterj14:jLeanjSupplyjChains
Chapterj15:jLogisticsjandjDistributionjManagement
Chapterj16:jGlobaljSourcingjandjProcurement
Chapterj17:jThejInternetjofjThingsjandjERP
Chapterj18:jForecasting
Chapterj19:jSalesjandjOperationsjPlanning
Chapterj20:jInventoryjManagement
Chapterj21:jMaterialjRequirementsjPlanning
1-2
, Operations and Supply Chain Management
j j j j
Chapterj22:jWorkcenterjScheduling
CHAPTER 1 j
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
j j j j
DiscussionjQuestions
1. UsingjExhibitj1.3jasjajmodel,jdescribejthejsource-make-deliver-
returnjrelationshipsjinjthejfollowingjsystems:
a. Anjairline
Source:j Aircraftjmanufacturer,jin-flightjfood,jrepairjparts,jcomputerjsystems
Make:jAircraftjandjflightjcrewjscheduling,jgroundjservicesjprovidedjatjairports,jaircr
aftjmaintenancejandjrepair
Deliver:jOutboundjandjarrivingjpassengerjservice,jbaggagejhandlingj
Return:jResolvejanyjpost-
servicejissuesjsuchjasjlostjorjdamagedjluggage
b. Anjautomobilejmanufacturer
Source:j Suppliersjofjcomponentsjandjrawjmaterials
Make:jManufacturingjofjvehiclesjandjcomponentsjorjsubassembliesjtojbejsoldjasjsp
arejparts
Deliver:jDeliveryjtojandjsalesjfromjdealerships,jdeliveryjofjsparejpartsjtojthejwholesa
lejsystem
Return:j Warrantyjandjrecalljrepairs,jtrade-ins
c. Ajhospital
Source:jMedicaljsupplies,jcleaningjservices,jdisposaljservices,jfoodjservices,jqualifie
djpersonnel
Make:j Inpatientjrooms,joutpatientjclinics,jemergencyjroom,joperatingjrooms
Deliver:jSchedulingjpatients,jprovidingjtreatment,jambulancejservice,jfamilyjcounse
lingjReturn:jBillingjerrors,jfollowjupjvisits
d. Anjinsurancejcompany
Source:j Suppliesjneededjforjthejoffice,junderwriters,jlegaljauthorityjtojoperate
1-3
, Operations and Supply Chain Management
j j j j
Make:jEstablishjpolicyjguidelinesjandjpricing,jfieldjagent/representativejandjfacility
jnetwork,jdevelopjInternetjservicejcapabilities,jestablishjpreferredjvehiclejrepairjser
vicejnetwork
Deliver:jMeetjwithjandjadvisejclients,jwritejpolicies,jprocessjandjpayjclai
msjReturn:j refundjofjoverpayments
2. Definejthejservicejpackagejofjyourjcollegejorjuniversity.jWhatjisjitsjstrongestjelement?jWhatjisj
itsjweakestjone?
Thejcategoriesjwithjexamplesjare:
Supportingjfacilityj-
jlocation,jbuildings,jlabs,jparkingjFacilitatingjgoodsj–
jclassjschedules,jcomputers,jbooks,jchalk
Explicitjservicesj–
jclassesjwithjqualifiedjinstructors,jplacementjofficesjImplicitjservice
sj–jstatusjandjreputationj(e.g.,jIvyjLeaguejschools)
AtjIndianajUniversityjandjthejUniversityjofjSouthernjCalifornia,jamongjtheirjstrongestjele
mentsjarejtheirjbusinessjschoolsjandjtheirjOperationsjManagementjprogramsj(ofjcourse)
.jBothjalsojhavejveryjdedicatedjalumnijnetworks.jAjweakjelementjofjIndianajUniversityjisjit
sjweakjfootballjprogram;jforjUSC,jweakjelementsjarejon-campusjparkingjandjhousing.
3. Whatjservicejindustryjhasjimpressedjyoujthejmostjwithjitsjinnovativeness?
Ourjvotejgoesjtojcruisejlinesjwhichjhavejintroducedjsuchjonboardjinnovationsjasjwavejm
achinesjforjbellyjboardingjandjrockjclimbingjwalls,jasjwelljasjalljsortsjofjotherjamenitiesjtoj
keepjcruisersjinvolved.j Thejindustryjisjdoingjrecordjbusinessjasjwell.
SomejofjthejstandoutjcompaniesjinjlessjinnovativejindustriesjarejBankjofjAmericaj(hasjajfor
malizedjresearchjprogramjtojtryjoutjnewjcustomerjservices/amenitiesjsuchjasjvideojscreen
sjinjnextjtojtellerjlines),jIntuitj(e.g.,jputtingjQuickenjmoneyjmanagementjsoftwarejonline),jIk
ea,jJetBluejAirlines,jandjProgressivejInsurancej(discussedjlaterjinjthejbook).
4. Whatjisjproduct-servicejbundlingjandjwhatjarejthejbenefitsjtojcustomers?
Product-servicejbundlingjisjaddingjValue-
addedjservicesjtojajfirm’sjproductjofferingsjtojcreatejmorejvaluejforjthejcustomer.jThisjprov
idesjbenefitsjinjtwojareas.jFirst,jthisjdifferentiatesjthejorganizationjfromjthejcompetition.jSe
condly,jthesejservicesjtiejcustomersjtojthejorganizationjinjajpositivejway.jAlternatively,jbun
dlingjcanjalsojinvolvejaddingjproductsjtojajservice,jforjexample,jaddingjthejsalejofjconvenie
ncejitemsjandjsnacksjatjajhotel.
5. Whatjisjthejdifferencejbetweenjajservicejandjajgood?
Ajservicejisjanjintangiblejprocessj(youjcan’tjholdjitjinjyourjhands),jwhilejajgoodjisjthejphysic
1-4
