Operations and supply chain management 16th edition

SOLUTIONMANUAL c




OperationsandSupplyChainManagement,16thEdition by F.
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c Robert Jacobs and Richard Chase
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c Chapters1-22 |Complete
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, • TABLEOFCONTENTS c c




Chapter1:Introduction c c




Chapter2: Strategy c c




Chapter3:DesignofProductsandServices
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c Chapter 4: Projects c c




Chapter5:StrategicCapacityManagement
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c Chapter 6: Learning Curves
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Chapter7:ManufacturingProcesses Chapter
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c 8: Facility Layout
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Chapter9:ServiceProcesses
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Chapter10:WaitingLineAnalysisandSimulation
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c Chapter 11: Process Design and Analysis Chapter
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c 12: Quality Management
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Chapter13:StatisticalQualityControl Chapter
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c 14: Lean Supply Chains
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Chapter15:LogisticsandDistributionManagement
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c Chapter 16: Global Sourcing and Procurement
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c Chapter 17: The Internet of Things and ERP Chapter
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c 18: Forecasting
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Chapter 19: Sales and Operations Planning
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c Chapter 20: Inventory Management Chapter
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21:MaterialRequirementsPlanning
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,Chapter22:WorkcenterScheduling
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CHAPTER1 c




OPERATIONSANDSUPPLYCHAINMANAGEMENT c c c c




DiscussionQuestions c




1. UsingExhibit1.3as a model,describethesource-make-deliver-return
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relationships in thefollowing systems:
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a. Anairlinec




Source:Aircraftmanufacturer,in-flightfood,repairparts,computersystems Make:
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Aircraftandflightcrewscheduling,groundservicesprovidedatairports,
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aircraftmaintenance and repair c c




Deliver:Outboundandarrivingpassengerservice,baggage handling
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Return:Resolveanypost-serviceissuessuchaslostordamaged luggage
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b. Anautomobilemanufacturer
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Source: Suppliersofcomponentsandrawmaterials c c c c c c




Make:Manufacturingofvehiclesandcomponentsorsubassembliestobesoldas
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spareparts c




Deliver:Deliverytoandsalesfromdealerships,deliveryofsparepartstothe
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wholesalesystem c




Return: Warrantyandrecallrepairs,trade-ins c c c c c




c. Ahospital
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Source:Medicalsupplies,cleaningservices,disposalservices,foodservices,
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qualifiedpersonnelc




Make: Inpatientrooms,outpatientclinics,emergencyroom,operatingrooms
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Deliver:Schedulingpatients,providingtreatment,ambulanceservice,family
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counselingReturn: Billing errors, follow up visits
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d. Aninsurancecompany
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Source: Supplies neededfortheoffice, underwriters,legal authoritytooperatec c c c c c c c c c

, Make:Establishpolicyguidelinesandpricing,fieldagent/representativeand
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facilitynetwork,developInternetservicecapabilities,establishpreferredvehicle
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repair servicenetwork
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Deliver:Meetwithandadviseclients,writepolicies,processandpayclaimsReturn: c c c c c c c c c c c




crefund of overpayments c c




2. Definetheservicepackageof your collegeor university. What is itsstrongestelement? What
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isits weakest one?
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Thecategorieswithexamplesare:
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Supportingfacility -location,buildings,labs, parking c c c c c c




Facilitatinggoods–classschedules,computers,books,chalk
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Explicitservices–classeswithqualifiedinstructors,placement c c c c c c c




officesImplicitservices–statusandreputation(e.g.,IvyLeague
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schools) c




AtIndianaUniversityandtheUniversityofSouthernCalifornia,amongtheirstrongest
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elementsaretheirbusinessschoolsandtheirOperationsManagement programs(of
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course).Bothalsohaveverydedicatedalumninetworks.Aweak elementofIndiana
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Universityisitsweakfootballprogram;forUSC,weakelementsare on-campus parking
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and housing.
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3. Whatserviceindustryhasimpressedyouthemostwithitsinnovativeness?
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Ourvotegoestocruiselineswhichhaveintroducedsuchonboardinnovationsaswave
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machinesforbellyboardingandrockclimbingwalls,aswellasallsortsof other
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amenitiestokeepcruisersinvolved. Theindustryisdoingrecordbusinessaswell.
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SomeofthestandoutcompaniesinlessinnovativeindustriesareBankofAmerica(hasa
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formalizedresearchprogramtotryoutnewcustomerservices/amenitiessuchas video
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screensinnexttotellerlines),Intuit(e.g.,puttingQuickenmoneymanagement software
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online),Ikea,JetBlueAirlines,andProgressiveInsurance(discussedlaterinthebook).
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4. Whatis product-servicebundlingandwhat arethebenefitstocustomers?
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Product-servicebundlingisaddingValue-addedservicestoafirm’sproductofferingsto c c c c c c c c c c c




createmorevalueforthecustomer.Thisprovidesbenefitsintwoareas.First,this
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differentiatestheorganizationfromthecompetition.Secondly,theseservicestie
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customerstotheorganizationinapositiveway.Alternatively,bundlingcanalso involve
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addingproductstoaservice,forexample,addingthesaleofconvenience items and
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snacks at a hotel.
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