Operations and Supply Chain Management
M M M M
SOLUTION MANUAL M
Operations and Supply Chain Management, 16th 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
1-2
, Operations and Supply Chain Management
M M M M
ChapterM22:MWorkcenterMScheduling
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,MgroundMservicesMprovidedMatMairp
orts,MaircraftMmaintenanceMandMrepair
Deliver:MOutboundMandMarrivingMpassengerMservice,MbaggageMha
ndlingMReturn:MResolveManyMpost-
serviceMissuesMsuchMasMlostMorMdamagedMluggage
b. AnMautomobileMmanufacturer
Source:M SuppliersMofMcomponentsMandMrawMmaterials
Make:MManufacturingMofMvehiclesMandMcomponentsMorMsubassembliesMtoMbeMs
oldMasMspareMparts
Deliver:MDeliveryMtoMandMsalesMfromMdealerships,MdeliveryMofMspareMpartsMtoMt
heMwholesaleMsystem
Return:M WarrantyMandMrecallMrepairs,Mtrade-ins
c. AMhospital
Source:MMedicalMsupplies,McleaningMservices,MdisposalMservices,MfoodMservices,M
qualifiedMpersonnel
Make:M InpatientMrooms,MoutpatientMclinics,MemergencyMroom,MoperatingMrooms
Deliver:MSchedulingMpatients,MprovidingMtreatment,MambulanceMservice,MfamilyM
counselingMReturn:MBillingMerrors,MfollowMupMvisits
d. AnMinsuranceMcompany
Source:M SuppliesMneededMforMtheMoffice,Munderwriters,MlegalMauthorityMtoMoperate
1-3
, Operations and Supply Chain Management
M M M M
Make:MEstablishMpolicyMguidelinesMandMpricing,MfieldMagent/representativeMan
dMfacilityMnetwork,MdevelopMInternetMserviceMcapabilities,MestablishMpreferredM
vehicleMrepairMserviceMnetwork
Deliver:MMeetMwithMandMadviseMclients,MwriteMpolicies,MprocessMandM
payMclaimsMReturn:M refundMofMoverpayments
2. DefineMtheMserviceMpackageMofMyourMcollegeMorMuniversity.MWhatMisMitsMstrongestMelem
ent?MWhatMisMitsMweakestMone?
TheMcategoriesMwithMexamplesMare:
SupportingMfacilityM-
Mlocation,Mbuildings,Mlabs,MparkingMFacilitatingMgoodsM–
MclassMschedules,Mcomputers,Mbooks,Mchalk
ExplicitMservicesM–
MclassesMwithMqualifiedMinstructors,MplacementMofficesMImplicitM
servicesM–MstatusMandMreputationM(e.g.,MIvyMLeagueMschools)
AtMIndianaMUniversityMandMtheMUniversityMofMSouthernMCalifornia,MamongMtheirMstr
ongestMelementsMareMtheirMbusinessMschoolsMandMtheirMOperationsMManagementMp
rogramsM(ofMcourse).MBothMalsoMhaveMveryMdedicatedMalumniMnetworks.MAMweakMele
mentMofMIndianaMUniversityMisMitsMweakMfootballMprogram;MforMUSC,MweakMelements
MareMon-campusMparkingMandMhousing.
3. WhatMserviceMindustryMhasMimpressedMyouMtheMmostMwithMitsMinnovativeness?
OurMvoteMgoesMtoMcruiseMlinesMwhichMhaveMintroducedMsuchMonboardMinnovationsM
asMwaveMmachinesMforMbellyMboardingMandMrockMclimbingMwalls,MasMwellMasMallMsor
tsMofMotherMamenitiesMtoMkeepMcruisersMinvolved.M TheMindustryMisMdoingMrecordMbu
sinessMasMwell.
SomeMofMtheMstandoutMcompaniesMinMlessMinnovativeMindustriesMareMBankMofMAmeric
aM(hasMaMformalizedMresearchMprogramMtoMtryMoutMnewMcustomerMservices/amenities
MsuchMasMvideoMscreensMinMnextMtoMtellerMlines),MIntuitM(e.g.,MputtingMQuickenMmoneyM
managementMsoftwareMonline),MIkea,MJetBlueMAirlines,MandMProgressiveMInsuranceM(dis
cussedMlaterMinMtheMbook).
4. WhatMisMproduct-serviceMbundlingMandMwhatMareMtheMbenefitsMtoMcustomers?
Product-serviceMbundlingMisMaddingMValue-
addedMservicesMtoMaMfirm’sMproductMofferingsMtoMcreateMmoreMvalueMforMtheMcustom
er.MThisMprovidesMbenefitsMinMtwoMareas.MFirst,MthisMdifferentiatesMtheMorganizationMfr
omMtheMcompetition.MSecondly,MtheseMservicesMtieMcustomersMtoMtheMorganizationMin
MaMpositiveMway.MAlternatively,MbundlingMcanMalsoMinvolveMaddingMproductsMtoMaMser
vice,MforMexample,MaddingMtheMsaleMofMconvenienceMitemsMandMsnacksMatMaMhotel.
1-4
M M M M
SOLUTION MANUAL M
Operations and Supply Chain Management, 16th 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
1-2
, Operations and Supply Chain Management
M M M M
ChapterM22:MWorkcenterMScheduling
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,MgroundMservicesMprovidedMatMairp
orts,MaircraftMmaintenanceMandMrepair
Deliver:MOutboundMandMarrivingMpassengerMservice,MbaggageMha
ndlingMReturn:MResolveManyMpost-
serviceMissuesMsuchMasMlostMorMdamagedMluggage
b. AnMautomobileMmanufacturer
Source:M SuppliersMofMcomponentsMandMrawMmaterials
Make:MManufacturingMofMvehiclesMandMcomponentsMorMsubassembliesMtoMbeMs
oldMasMspareMparts
Deliver:MDeliveryMtoMandMsalesMfromMdealerships,MdeliveryMofMspareMpartsMtoMt
heMwholesaleMsystem
Return:M WarrantyMandMrecallMrepairs,Mtrade-ins
c. AMhospital
Source:MMedicalMsupplies,McleaningMservices,MdisposalMservices,MfoodMservices,M
qualifiedMpersonnel
Make:M InpatientMrooms,MoutpatientMclinics,MemergencyMroom,MoperatingMrooms
Deliver:MSchedulingMpatients,MprovidingMtreatment,MambulanceMservice,MfamilyM
counselingMReturn:MBillingMerrors,MfollowMupMvisits
d. AnMinsuranceMcompany
Source:M SuppliesMneededMforMtheMoffice,Munderwriters,MlegalMauthorityMtoMoperate
1-3
, Operations and Supply Chain Management
M M M M
Make:MEstablishMpolicyMguidelinesMandMpricing,MfieldMagent/representativeMan
dMfacilityMnetwork,MdevelopMInternetMserviceMcapabilities,MestablishMpreferredM
vehicleMrepairMserviceMnetwork
Deliver:MMeetMwithMandMadviseMclients,MwriteMpolicies,MprocessMandM
payMclaimsMReturn:M refundMofMoverpayments
2. DefineMtheMserviceMpackageMofMyourMcollegeMorMuniversity.MWhatMisMitsMstrongestMelem
ent?MWhatMisMitsMweakestMone?
TheMcategoriesMwithMexamplesMare:
SupportingMfacilityM-
Mlocation,Mbuildings,Mlabs,MparkingMFacilitatingMgoodsM–
MclassMschedules,Mcomputers,Mbooks,Mchalk
ExplicitMservicesM–
MclassesMwithMqualifiedMinstructors,MplacementMofficesMImplicitM
servicesM–MstatusMandMreputationM(e.g.,MIvyMLeagueMschools)
AtMIndianaMUniversityMandMtheMUniversityMofMSouthernMCalifornia,MamongMtheirMstr
ongestMelementsMareMtheirMbusinessMschoolsMandMtheirMOperationsMManagementMp
rogramsM(ofMcourse).MBothMalsoMhaveMveryMdedicatedMalumniMnetworks.MAMweakMele
mentMofMIndianaMUniversityMisMitsMweakMfootballMprogram;MforMUSC,MweakMelements
MareMon-campusMparkingMandMhousing.
3. WhatMserviceMindustryMhasMimpressedMyouMtheMmostMwithMitsMinnovativeness?
OurMvoteMgoesMtoMcruiseMlinesMwhichMhaveMintroducedMsuchMonboardMinnovationsM
asMwaveMmachinesMforMbellyMboardingMandMrockMclimbingMwalls,MasMwellMasMallMsor
tsMofMotherMamenitiesMtoMkeepMcruisersMinvolved.M TheMindustryMisMdoingMrecordMbu
sinessMasMwell.
SomeMofMtheMstandoutMcompaniesMinMlessMinnovativeMindustriesMareMBankMofMAmeric
aM(hasMaMformalizedMresearchMprogramMtoMtryMoutMnewMcustomerMservices/amenities
MsuchMasMvideoMscreensMinMnextMtoMtellerMlines),MIntuitM(e.g.,MputtingMQuickenMmoneyM
managementMsoftwareMonline),MIkea,MJetBlueMAirlines,MandMProgressiveMInsuranceM(dis
cussedMlaterMinMtheMbook).
4. WhatMisMproduct-serviceMbundlingMandMwhatMareMtheMbenefitsMtoMcustomers?
Product-serviceMbundlingMisMaddingMValue-
addedMservicesMtoMaMfirm’sMproductMofferingsMtoMcreateMmoreMvalueMforMtheMcustom
er.MThisMprovidesMbenefitsMinMtwoMareas.MFirst,MthisMdifferentiatesMtheMorganizationMfr
omMtheMcompetition.MSecondly,MtheseMservicesMtieMcustomersMtoMtheMorganizationMin
MaMpositiveMway.MAlternatively,MbundlingMcanMalsoMinvolveMaddingMproductsMtoMaMser
vice,MforMexample,MaddingMtheMsaleMofMconvenienceMitemsMandMsnacksMatMaMhotel.
1-4
