Operations and Supply Chain Management
M M M M
SOLUTION MANUAL M
Operations and Supply Chain Management, 17th Edition
M M M M M M M
by F. Robert Jacobs and Richard Chase
M M M M M M
M Chapters 1 - 22 | Complete
M M M M M M
1-1
, Operations and Supply Chain Management
M M M M
TABLE OF CONTENTS
M M
ChapterM1:MIntroduction
ChapterM2:MStrategy
ChapterM3:MDesignMofMProductsMandMServices
ChapterM4:MProjects
ChapterM5:MStrategicMCapacityMManagement
ChapterM6:MLearningMCurves
ChapterM7:MManufacturingMProcesses
ChapterM8:MFacilityMLayout
ChapterM9:MServiceMProcesses
ChapterM10:MWaitingMLineMAnalysisMandMSimulation
ChapterM11:MProcessMDesignMandMAnalysis
ChapterM12:MQualityMManagement
ChapterM13:MStatisticalMQualityMControl
ChapterM14:MLeanMSupplyMChains
ChapterM15:MLogisticsMandMDistributionMManagement
ChapterM16:MGlobalMSourcingMandMProcurement
ChapterM17:MTheMInternetMofMThingsMandMERP
ChapterM18:MForecasting
ChapterM19:MSalesMandMOperationsMPlanning
ChapterM20:MInventoryMManagement
ChapterM21:MMaterialMRequirementsMPlanning
ChapterM22:MWorkcenterMScheduling
1-2
, Operations and Supply Chain Management
M M M M
CHAPTER 1 M
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
M M M M
DiscussionMQuestions
1. UsingMExhibitM1.3MasMaMmodel,MdescribeMtheMsource-make-deliver-
returnMrelationshipsMinMtheMfollowingMsystems:
a. AnMairline
Source:M AircraftMmanufacturer,Min-flightMfood,MrepairMparts,McomputerMsystems
Make:MAircraftMandMflightMcrewMscheduling,MgroundMservicesMprovidedMatMairports,M
aircraftMmaintenanceMandMrepair
Deliver:MOutboundMandMarrivingMpassengerMservice,MbaggageMhandling
MReturn:MResolveManyMpost-
serviceMissuesMsuchMasMlostMorMdamagedMluggage
b. AnMautomobileMmanufacturer
Source:M SuppliersMofMcomponentsMandMrawMmaterials
Make:MManufacturingMofMvehiclesMandMcomponentsMorMsubassembliesMtoMbeMsoldMas
MspareMparts
Deliver:MDeliveryMtoMandMsalesMfromMdealerships,MdeliveryMofMspareMpartsMtoMtheMw
holesaleMsystem
Return:M WarrantyMandMrecallMrepairs,Mtrade-ins
c. AMhospital
Source:MMedicalMsupplies,McleaningMservices,MdisposalMservices,MfoodMservices,Mqualifi
edMpersonnel
Make:M InpatientMrooms,MoutpatientMclinics,MemergencyMroom,MoperatingMrooms
Deliver:MSchedulingMpatients,MprovidingMtreatment,MambulanceMservice,MfamilyMcouns
elingMReturn:MBillingMerrors,MfollowMupMvisits
d. AnMinsuranceMcompany
Source:M SuppliesMneededMforMtheMoffice,Munderwriters,MlegalMauthorityMtoMoperate
1-3
, Operations and Supply Chain Management
M M M M
Make:MEstablishMpolicyMguidelinesMandMpricing,MfieldMagent/representativeMandMfacil
ityMnetwork,MdevelopMInternetMserviceMcapabilities,MestablishMpreferredMvehicleMrepai
rMserviceMnetwork
Deliver:MMeetMwithMandMadviseMclients,MwriteMpolicies,MprocessMandMpayM
claimsMReturn:M refundMofMoverpayments
2. DefineMtheMserviceMpackageMofMyourMcollegeMorMuniversity.MWhatMisMitsMstrongestMelement?M
WhatMisMitsMweakestMone?
TheMcategoriesMwithMexamplesMare:
SupportingMfacilityM-
Mlocation,Mbuildings,Mlabs,MparkingMFacilitatingMgoodsM–
MclassMschedules,Mcomputers,Mbooks,Mchalk
ExplicitMservicesM–
MclassesMwithMqualifiedMinstructors,MplacementMofficesMImplicitMservi
cesM–MstatusMandMreputationM(e.g.,MIvyMLeagueMschools)
AtMIndianaMUniversityMandMtheMUniversityMofMSouthernMCalifornia,MamongMtheirMstrongest
MelementsMareMtheirMbusinessMschoolsMandMtheirMOperationsMManagementMprogramsM(ofM
course).MBothMalsoMhaveMveryMdedicatedMalumniMnetworks.MAMweakMelementMofMIndianaM
UniversityMisMitsMweakMfootballMprogram;MforMUSC,MweakMelementsMareMon-
campusMparkingMandMhousing.
3. WhatMserviceMindustryMhasMimpressedMyouMtheMmostMwithMitsMinnovativeness?
OurMvoteMgoesMtoMcruiseMlinesMwhichMhaveMintroducedMsuchMonboardMinnovationsMasMwa
veMmachinesMforMbellyMboardingMandMrockMclimbingMwalls,MasMwellMasMallMsortsMofMotherM
amenitiesMtoMkeepMcruisersMinvolved.M TheMindustryMisMdoingMrecordMbusinessMasMwell.
SomeMofMtheMstandoutMcompaniesMinMlessMinnovativeMindustriesMareMBankMofMAmericaM(has
MaMformalizedMresearchMprogramMtoMtryMoutMnewMcustomerMservices/amenitiesMsuchMasMvid
eoMscreensMinMnextMtoMtellerMlines),MIntuitM(e.g.,MputtingMQuickenMmoneyMmanagementMsoft
wareMonline),MIkea,MJetBlueMAirlines,MandMProgressiveMInsuranceM(discussedMlaterMinMtheMboo
k).
4. WhatMisMproduct-serviceMbundlingMandMwhatMareMtheMbenefitsMtoMcustomers?
Product-serviceMbundlingMisMaddingMValue-
addedMservicesMtoMaMfirm’sMproductMofferingsMtoMcreateMmoreMvalueMforMtheMcustomer.MThi
sMprovidesMbenefitsMinMtwoMareas.MFirst,MthisMdifferentiatesMtheMorganizationMfromMtheMcom
petition.MSecondly,MtheseMservicesMtieMcustomersMtoMtheMorganizationMinMaMpositiveMway.MAl
ternatively,MbundlingMcanMalsoMinvolveMaddingMproductsMtoMaMservice,MforMexample,Madding
MtheMsaleMofMconvenienceMitemsMandMsnacksMatMaMhotel.
5. WhatMisMtheMdifferenceMbetweenMaMserviceMandMaMgood?
AMserviceMisManMintangibleMprocessM(youMcan’tMholdMitMinMyourMhands),MwhileMaMgoodMisMt
heMphysicalMoutputMofMaMprocess.
1-4
M M M M
SOLUTION MANUAL M
Operations and Supply Chain Management, 17th Edition
M M M M M M M
by F. Robert Jacobs and Richard Chase
M M M M M M
M Chapters 1 - 22 | Complete
M M M M M M
1-1
, Operations and Supply Chain Management
M M M M
TABLE OF CONTENTS
M M
ChapterM1:MIntroduction
ChapterM2:MStrategy
ChapterM3:MDesignMofMProductsMandMServices
ChapterM4:MProjects
ChapterM5:MStrategicMCapacityMManagement
ChapterM6:MLearningMCurves
ChapterM7:MManufacturingMProcesses
ChapterM8:MFacilityMLayout
ChapterM9:MServiceMProcesses
ChapterM10:MWaitingMLineMAnalysisMandMSimulation
ChapterM11:MProcessMDesignMandMAnalysis
ChapterM12:MQualityMManagement
ChapterM13:MStatisticalMQualityMControl
ChapterM14:MLeanMSupplyMChains
ChapterM15:MLogisticsMandMDistributionMManagement
ChapterM16:MGlobalMSourcingMandMProcurement
ChapterM17:MTheMInternetMofMThingsMandMERP
ChapterM18:MForecasting
ChapterM19:MSalesMandMOperationsMPlanning
ChapterM20:MInventoryMManagement
ChapterM21:MMaterialMRequirementsMPlanning
ChapterM22:MWorkcenterMScheduling
1-2
, Operations and Supply Chain Management
M M M M
CHAPTER 1 M
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
M M M M
DiscussionMQuestions
1. UsingMExhibitM1.3MasMaMmodel,MdescribeMtheMsource-make-deliver-
returnMrelationshipsMinMtheMfollowingMsystems:
a. AnMairline
Source:M AircraftMmanufacturer,Min-flightMfood,MrepairMparts,McomputerMsystems
Make:MAircraftMandMflightMcrewMscheduling,MgroundMservicesMprovidedMatMairports,M
aircraftMmaintenanceMandMrepair
Deliver:MOutboundMandMarrivingMpassengerMservice,MbaggageMhandling
MReturn:MResolveManyMpost-
serviceMissuesMsuchMasMlostMorMdamagedMluggage
b. AnMautomobileMmanufacturer
Source:M SuppliersMofMcomponentsMandMrawMmaterials
Make:MManufacturingMofMvehiclesMandMcomponentsMorMsubassembliesMtoMbeMsoldMas
MspareMparts
Deliver:MDeliveryMtoMandMsalesMfromMdealerships,MdeliveryMofMspareMpartsMtoMtheMw
holesaleMsystem
Return:M WarrantyMandMrecallMrepairs,Mtrade-ins
c. AMhospital
Source:MMedicalMsupplies,McleaningMservices,MdisposalMservices,MfoodMservices,Mqualifi
edMpersonnel
Make:M InpatientMrooms,MoutpatientMclinics,MemergencyMroom,MoperatingMrooms
Deliver:MSchedulingMpatients,MprovidingMtreatment,MambulanceMservice,MfamilyMcouns
elingMReturn:MBillingMerrors,MfollowMupMvisits
d. AnMinsuranceMcompany
Source:M SuppliesMneededMforMtheMoffice,Munderwriters,MlegalMauthorityMtoMoperate
1-3
, Operations and Supply Chain Management
M M M M
Make:MEstablishMpolicyMguidelinesMandMpricing,MfieldMagent/representativeMandMfacil
ityMnetwork,MdevelopMInternetMserviceMcapabilities,MestablishMpreferredMvehicleMrepai
rMserviceMnetwork
Deliver:MMeetMwithMandMadviseMclients,MwriteMpolicies,MprocessMandMpayM
claimsMReturn:M refundMofMoverpayments
2. DefineMtheMserviceMpackageMofMyourMcollegeMorMuniversity.MWhatMisMitsMstrongestMelement?M
WhatMisMitsMweakestMone?
TheMcategoriesMwithMexamplesMare:
SupportingMfacilityM-
Mlocation,Mbuildings,Mlabs,MparkingMFacilitatingMgoodsM–
MclassMschedules,Mcomputers,Mbooks,Mchalk
ExplicitMservicesM–
MclassesMwithMqualifiedMinstructors,MplacementMofficesMImplicitMservi
cesM–MstatusMandMreputationM(e.g.,MIvyMLeagueMschools)
AtMIndianaMUniversityMandMtheMUniversityMofMSouthernMCalifornia,MamongMtheirMstrongest
MelementsMareMtheirMbusinessMschoolsMandMtheirMOperationsMManagementMprogramsM(ofM
course).MBothMalsoMhaveMveryMdedicatedMalumniMnetworks.MAMweakMelementMofMIndianaM
UniversityMisMitsMweakMfootballMprogram;MforMUSC,MweakMelementsMareMon-
campusMparkingMandMhousing.
3. WhatMserviceMindustryMhasMimpressedMyouMtheMmostMwithMitsMinnovativeness?
OurMvoteMgoesMtoMcruiseMlinesMwhichMhaveMintroducedMsuchMonboardMinnovationsMasMwa
veMmachinesMforMbellyMboardingMandMrockMclimbingMwalls,MasMwellMasMallMsortsMofMotherM
amenitiesMtoMkeepMcruisersMinvolved.M TheMindustryMisMdoingMrecordMbusinessMasMwell.
SomeMofMtheMstandoutMcompaniesMinMlessMinnovativeMindustriesMareMBankMofMAmericaM(has
MaMformalizedMresearchMprogramMtoMtryMoutMnewMcustomerMservices/amenitiesMsuchMasMvid
eoMscreensMinMnextMtoMtellerMlines),MIntuitM(e.g.,MputtingMQuickenMmoneyMmanagementMsoft
wareMonline),MIkea,MJetBlueMAirlines,MandMProgressiveMInsuranceM(discussedMlaterMinMtheMboo
k).
4. WhatMisMproduct-serviceMbundlingMandMwhatMareMtheMbenefitsMtoMcustomers?
Product-serviceMbundlingMisMaddingMValue-
addedMservicesMtoMaMfirm’sMproductMofferingsMtoMcreateMmoreMvalueMforMtheMcustomer.MThi
sMprovidesMbenefitsMinMtwoMareas.MFirst,MthisMdifferentiatesMtheMorganizationMfromMtheMcom
petition.MSecondly,MtheseMservicesMtieMcustomersMtoMtheMorganizationMinMaMpositiveMway.MAl
ternatively,MbundlingMcanMalsoMinvolveMaddingMproductsMtoMaMservice,MforMexample,Madding
MtheMsaleMofMconvenienceMitemsMandMsnacksMatMaMhotel.
5. WhatMisMtheMdifferenceMbetweenMaMserviceMandMaMgood?
AMserviceMisManMintangibleMprocessM(youMcan’tMholdMitMinMyourMhands),MwhileMaMgoodMisMt
heMphysicalMoutputMofMaMprocess.
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