Operations and Supply Chain Management
z z z z
SOLUTION MANUAL
Operations and Supply Chain Management, 17th Edition
by F. Robert Jacobs and Richard Chase
Chapters 1 - 22 | Complete
1-1
, Operations and Supply Chain Management
z z z z
TABLE OF CONTENTS
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Chapterz1:zIntroduction
Chapterz2:zStrategy
Chapterz3:zDesignzofzProductszandzServices
Chapterz4:zProjects
Chapterz5:zStrategiczCapacityzManagement
Chapterz6:zLearningzCurves
Chapterz7:zManufacturingzProcesses
Chapterz8:zFacilityzLayout
Chapterz9:zServicezProcesses
Chapterz10:zWaitingzLinezAnalysiszandzSimulation
Chapterz11:zProcesszDesignzandzAnalysis
Chapterz12:zQualityzManagement
Chapterz13:zStatisticalzQualityzControl
Chapterz14:zLeanzSupplyzChains
Chapterz15:zLogisticszandzDistributionzManagement
Chapterz16:zGlobalzSourcingzandzProcurement
Chapterz17:zThezInternetzofzThingszandzERP
Chapterz18:zForecasting
Chapterz19:zSaleszandzOperationszPlanning
Chapterz20:zInventoryzManagement
Chapterz21:zMaterialzRequirementszPlanning
Chapterz22:zWorkcenterzScheduling
1-2
, Operations and Supply Chain Management
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CHAPTER 1 z
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
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DiscussionzQuestions
1. UsingzExhibitz1.3zaszazmodel,zdescribezthezsource-make-deliver-
returnzrelationshipszinzthezfollowingzsystems:
a. Anzairline
Source:z Aircraftzmanufacturer,zin-flightzfood,zrepairzparts,zcomputerzsystems
Make:zAircraftzandzflightzcrewzscheduling,zgroundzserviceszprovidedzatzairports,zaircraftz
maintenancezandzrepair
Deliver:zOutboundzandzarrivingzpassengerzservice,zbaggagezhandlingzRet
urn:zResolvezanyzpost-servicezissueszsuchzaszlostzorzdamagedzluggage
b. Anzautomobilezmanufacturer
Source:z Supplierszofzcomponentszandzrawzmaterials
Make:zManufacturingzofzvehicleszandzcomponentszorzsubassembliesztozbezsoldzaszsparez
parts
Deliver:zDeliveryztozandzsaleszfromzdealerships,zdeliveryzofzsparezpartsztozthezwholesalez
system
Return:z Warrantyzandzrecallzrepairs,ztrade-ins
c. Azhospital
Source:zMedicalzsupplies,zcleaningzservices,zdisposalzservices,zfoodzservices,zqualifiedzper
sonnel
Make:z Inpatientzrooms,zoutpatientzclinics,zemergencyzroom,zoperatingzrooms
Deliver:zSchedulingzpatients,zprovidingztreatment,zambulancezservice,zfamilyzcounselingz
Return:zBillingzerrors,zfollowzupzvisits
d. Anzinsurancezcompany
Source:z Supplieszneededzforzthezoffice,zunderwriters,zlegalzauthorityztozoperate
1-3
, Operations and Supply Chain Management
z z z z
Make:zEstablishzpolicyzguidelineszandzpricing,zfieldzagent/representativezandzfacilityzne
twork,zdevelopzInternetzservicezcapabilities,zestablishzpreferredzvehiclezrepairzservicezne
twork
Deliver:zMeetzwithzandzadvisezclients,zwritezpolicies,zprocesszandzpayzclaimsz
Return:z refundzofzoverpayments
2. Definezthezservicezpackagezofzyourzcollegezorzuniversity.zWhatziszitszstrongestzelement?zWhatziszit
szweakestzone?
Thezcategorieszwithzexampleszare:
Supportingzfacilityz-
zlocation,zbuildings,zlabs,zparkingzFacilitatingzgoodsz–
zclasszschedules,zcomputers,zbooks,zchalk
Explicitzservicesz–
zclasseszwithzqualifiedzinstructors,zplacementzofficeszImplicitzservicesz–
zstatuszandzreputationz(e.g.,zIvyzLeaguezschools)
AtzIndianazUniversityzandzthezUniversityzofzSouthernzCalifornia,zamongztheirzstrongestzeleme
ntszareztheirzbusinesszschoolszandztheirzOperationszManagementzprogramsz(ofzcourse).zBothza
lsozhavezveryzdedicatedzalumniznetworks.zAzweakzelementzofzIndianazUniversityziszitszweakzfo
otballzprogram;zforzUSC,zweakzelementszarezon-campuszparkingzandzhousing.
3. Whatzservicezindustryzhaszimpressedzyouzthezmostzwithzitszinnovativeness?
Ourzvotezgoesztozcruisezlineszwhichzhavezintroducedzsuchzonboardzinnovationszaszwavezmachi
neszforzbellyzboardingzandzrockzclimbingzwalls,zaszwellzaszallzsortszofzotherzamenitiesztozkeepzc
ruiserszinvolved.z Thezindustryziszdoingzrecordzbusinesszaszwell.
SomezofzthezstandoutzcompanieszinzlesszinnovativezindustrieszarezBankzofzAmericaz(haszazforma
lizedzresearchzprogramztoztryzoutznewzcustomerzservices/amenitieszsuchzaszvideozscreenszinznex
tztoztellerzlines),zIntuitz(e.g.,zputtingzQuickenzmoneyzmanagementzsoftwarezonline),zIkea,zJetBlue
zAirlines,zandzProgressivezInsurancez(discussedzlaterzinzthezbook).
4. Whatziszproduct-servicezbundlingzandzwhatzarezthezbenefitsztozcustomers?
Product-servicezbundlingziszaddingzValue-
addedzservicesztozazfirm’szproductzofferingsztozcreatezmorezvaluezforzthezcustomer.zThiszprovide
szbenefitszinztwozareas.zFirst,zthiszdifferentiateszthezorganizationzfromzthezcompetition.zSecondl
y,zthesezservicesztiezcustomersztozthezorganizationzinzazpositivezway.zAlternatively,zbundlingzcan
zalsozinvolvezaddingzproductsztozazservice,zforzexample,zaddingzthezsalezofzconveniencezitemsza
ndzsnackszatzazhotel.
5. Whatziszthezdifferencezbetweenzazservicezandzazgood?
Azserviceziszanzintangiblezprocessz(youzcan’tzholdzitzinzyourzhands),zwhilezazgoodziszthezphysicalz
outputzofzazprocess.
6. Lookzatzthezjobzpostingszatzhttp://www.indeed.comzandzevaluatezthezopportunitieszforzanz
OSMzmajorzwithzseveralzyearszofzexperience.
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