Operations and Supply Chain Management
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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
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TABLE OF CONTENTS
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Chapterq1:qIntroduction
Chapterq2:qStrategy
Chapterq3:qDesignqofqProductsqandqServices
Chapterq4:qProjects
Chapterq5:qStrategicqCapacityqManagement
Chapterq6:qLearningqCurves
Chapterq7:qManufacturingqProcesses
Chapterq8:qFacilityqLayout
Chapterq9:qServiceqProcesses
Chapterq10:qWaitingqLineqAnalysisqandqSimulation
Chapterq11:qProcessqDesignqandqAnalysis
Chapterq12:qQualityqManagement
Chapterq13:qStatisticalqQualityqControl
Chapterq14:qLeanqSupplyqChains
Chapterq15:qLogisticsqandqDistributionqManagement
Chapterq16:qGlobalqSourcingqandqProcurement
Chapterq17:qTheqInternetqofqThingsqandqERP
Chapterq18:qForecasting
Chapterq19:qSalesqandqOperationsqPlanning
Chapterq20:qInventoryqManagement
Chapterq21:qMaterialqRequirementsqPlanning
1-2
, Operations and Supply Chain Management
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Chapterq22:qWorkcenterqScheduling
CHAPTER 1 q
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
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DiscussionqQuestions
1. UsingqExhibitq1.3qasqaqmodel,qdescribeqtheqsource-make-deliver-
returnqrelationshipsqinqtheqfollowingqsystems:
a. Anqairline
Source:q Aircraftqmanufacturer,qin-flightqfood,qrepairqparts,qcomputerqsystems
Make:qAircraftqandqflightqcrewqscheduling,qgroundqservicesqprovidedqatqairports,q
aircraftqmaintenanceqandqrepair
Deliver:qOutboundqandqarrivingqpassengerqservice,qbaggageqhandli
ngqReturn:qResolveqanyqpost-
serviceqissuesqsuchqasqlostqorqdamagedqluggage
b. Anqautomobileqmanufacturer
Source:q Suppliersqofqcomponentsqandqrawqmaterials
Make:qManufacturingqofqvehiclesqandqcomponentsqorqsubassembliesqtoqbeqsoldqa
sqspareqparts
Deliver:qDeliveryqtoqandqsalesqfromqdealerships,qdeliveryqofqspareqpartsqtoqtheqwh
olesaleqsystem
Return:q Warrantyqandqrecallqrepairs,qtrade-ins
c. Aqhospital
Source:qMedicalqsupplies,qcleaningqservices,qdisposalqservices,qfoodqservices,qquali
fiedqpersonnel
Make:q Inpatientqrooms,qoutpatientqclinics,qemergencyqroom,qoperatingqrooms
Deliver:qSchedulingqpatients,qprovidingqtreatment,qambulanceqservice,qfamilyqcou
nselingqReturn:qBillingqerrors,qfollowqupqvisits
d. Anqinsuranceqcompany
Source:q Suppliesqneededqforqtheqoffice,qunderwriters,qlegalqauthorityqtoqoperate
1-3
, Operations and Supply Chain Management
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Make:qEstablishqpolicyqguidelinesqandqpricing,qfieldqagent/representativeqandqfac
ilityqnetwork,qdevelopqInternetqserviceqcapabilities,qestablishqpreferredqvehicleqre
pairqserviceqnetwork
Deliver:qMeetqwithqandqadviseqclients,qwriteqpolicies,qprocessqandqpayq
claimsqReturn:q refundqofqoverpayments
2. Defineqtheqserviceqpackageqofqyourqcollegeqorquniversity.qWhatqisqitsqstrongestqelement?qW
hatqisqitsqweakestqone?
Theqcategoriesqwithqexamplesqare:
Supportingqfacilityq-
qlocation,qbuildings,qlabs,qparkingqFacilitatingqgoodsq–
qclassqschedules,qcomputers,qbooks,qchalk
Explicitqservicesq–
qclassesqwithqqualifiedqinstructors,qplacementqofficesqImplicitqserv
icesq–qstatusqandqreputationq(e.g.,qIvyqLeagueqschools)
AtqIndianaqUniversityqandqtheqUniversityqofqSouthernqCalifornia,qamongqtheirqstronges
tqelementsqareqtheirqbusinessqschoolsqandqtheirqOperationsqManagementqprogramsq(o
fqcourse).qBothqalsoqhaveqveryqdedicatedqalumniqnetworks.qAqweakqelementqofqIndianaq
Universityqisqitsqweakqfootballqprogram;qforqUSC,qweakqelementsqareqon-
campusqparkingqandqhousing.
3. Whatqserviceqindustryqhasqimpressedqyouqtheqmostqwithqitsqinnovativeness?
Ourqvoteqgoesqtoqcruiseqlinesqwhichqhaveqintroducedqsuchqonboardqinnovationsqasqwa
veqmachinesqforqbellyqboardingqandqrockqclimbingqwalls,qasqwellqasqallqsortsqofqotherqa
menitiesqtoqkeepqcruisersqinvolved.q Theqindustryqisqdoingqrecordqbusinessqasqwell.
SomeqofqtheqstandoutqcompaniesqinqlessqinnovativeqindustriesqareqBankqofqAmericaq(hasq
aqformalizedqresearchqprogramqtoqtryqoutqnewqcustomerqservices/amenitiesqsuchqasqvide
oqscreensqinqnextqtoqtellerqlines),qIntuitq(e.g.,qputtingqQuickenqmoneyqmanagementqsoftw
areqonline),qIkea,qJetBlueqAirlines,qandqProgressiveqInsuranceq(discussedqlaterqinqtheqbook
).
4. Whatqisqproduct-serviceqbundlingqandqwhatqareqtheqbenefitsqtoqcustomers?
Product-serviceqbundlingqisqaddingqValue-
addedqservicesqtoqaqfirm’sqproductqofferingsqtoqcreateqmoreqvalueqforqtheqcustomer.qThis
qprovidesqbenefitsqinqtwoqareas.qFirst,qthisqdifferentiatesqtheqorganizationqfromqtheqcomp
etition.qSecondly,qtheseqservicesqtieqcustomersqtoqtheqorganizationqinqaqpositiveqway.qAlt
ernatively,qbundlingqcanqalsoqinvolveqaddingqproductsqtoqaqservice,qforqexample,qadding
qtheqsaleqofqconvenienceqitemsqandqsnacksqatqaqhotel.
5. Whatqisqtheqdifferenceqbetweenqaqserviceqandqaqgood?
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