Operations and Supply Chain Management
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
• TABLE OF CONTENTS
Chapter 1: Introduction
Chapter 2: Strategy
Chapter 3: Design of Products and Services
Chapter 4: Projects
Chapter 5: Strategic Capacity Management
Chapter 6: Learning Curves
Chapter 7: Manufacturing Processes
Chapter 8: Facility Layout
Chapter 9: Service Processes
Chapter 10: Waiting Line Analysis and Simulation
Chapter 11: Process Design and Analysis
Chapter 12: Quality Management
Chapter 13: Statistical Quality Control
Chapter 14: Lean Supply Chains
Chapter 15: Logistics and Distribution Management
Chapter 16: Global Sourcing and Procurement
Chapter 17: The Internet of Things and ERP
Chapter 18: Forecasting
Chapter 19: Sales and Operations Planning
Chapter 20: Inventory Management
Chapter 21: Material Requirements Planning
1-2
, Operations and Supply Chain Management
Chapter 22: Workcenter Scheduling
CHAPTER 1
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
Discussion Questions
1. UsingAExhibitA1.3AasAaAmodel,AdescribeAtheAsource-make-deliver-
returnArelationshipsAinAtheAfollowingAsystems:
a. AnAairline
Source:A AircraftAmanufacturer,Ain-flightAfood,ArepairAparts,AcomputerAsystems
Make:AAircraftAandAflightAcrewAscheduling,AgroundAservicesAprovidedAatAairports,A
aircraftAmaintenanceAandArepair
Deliver:AOutboundAandAarrivingApassengerAservice,AbaggageAhandli
ngAReturn:AResolveAanyApost-
serviceAissuesAsuchAasAlostAorAdamagedAluggage
b. AnAautomobileAmanufacturer
Source:A SuppliersAofAcomponentsAandArawAmaterials
Make:AManufacturingAofAvehiclesAandAcomponentsAorAsubassembliesAtoAbeAsoldA
asAspareAparts
Deliver:ADeliveryAtoAandAsalesAfromAdealerships,AdeliveryAofAspareApartsAtoAtheAw
holesaleAsystem
Return:A WarrantyAandArecallArepairs,Atrade-ins
c. AAhospital
Source:AMedicalAsupplies,AcleaningAservices,AdisposalAservices,AfoodAservices,Aqual
ifiedApersonnel
Make:A InpatientArooms,AoutpatientAclinics,AemergencyAroom,AoperatingArooms
Deliver:ASchedulingApatients,AprovidingAtreatment,AambulanceAservice,AfamilyAcou
nselingAReturn:ABillingAerrors,AfollowAupAvisits
d. AnAinsuranceAcompany
Source:A SuppliesAneededAforAtheAoffice,Aunderwriters,AlegalAauthorityAtoAoperate
1-3
, Operations and Supply Chain Management
Make:AEstablishApolicyAguidelinesAandApricing,AfieldAagent/representativeAandAfa
cilityAnetwork,AdevelopAInternetAserviceAcapabilities,AestablishApreferredAvehicleAr
epairAserviceAnetwork
Deliver:AMeetAwithAandAadviseAclients,AwriteApolicies,AprocessAandApayA
claimsAReturn:A refundAofAoverpayments
2. DefineAtheAserviceApackageAofAyourAcollegeAorAuniversity.AWhatAisAitsAstrongestAelement?A
WhatAisAitsAweakestAone?
TheAcategoriesAwithAexamplesAare:
SupportingAfacilityA-
Alocation,Abuildings,Alabs,AparkingAFacilitatingAgoodsA–
AclassAschedules,Acomputers,Abooks,Achalk
ExplicitAservicesA–
AclassesAwithAqualifiedAinstructors,AplacementAofficesAImplicitAser
vicesA–AstatusAandAreputationA(e.g.,AIvyALeagueAschools)
AtAIndianaAUniversityAandAtheAUniversityAofASouthernACalifornia,AamongAtheirAstronge
stAelementsAareAtheirAbusinessAschoolsAandAtheirAOperationsAManagementAprogramsA(
ofAcourse).ABothAalsoAhaveAveryAdedicatedAalumniAnetworks.AAAweakAelementAofAIndian
aAUniversityAisAitsAweakAfootballAprogram;AforAUSC,AweakAelementsAareAon-
campusAparkingAandAhousing.
3. WhatAserviceAindustryAhasAimpressedAyouAtheAmostAwithAitsAinnovativeness?
OurAvoteAgoesAtoAcruiseAlinesAwhichAhaveAintroducedAsuchAonboardAinnovationsAasAw
aveAmachinesAforAbellyAboardingAandArockAclimbingAwalls,AasAwellAasAallAsortsAofAotherA
amenitiesAtoAkeepAcruisersAinvolved.A TheAindustryAisAdoingArecordAbusinessAasAwell.
SomeAofAtheAstandoutAcompaniesAinAlessAinnovativeAindustriesAareABankAofAAmericaA(has
AaAformalizedAresearchAprogramAtoAtryAoutAnewAcustomerAservices/amenitiesAsuchAasAvid
eoAscreensAinAnextAtoAtellerAlines),AIntuitA(e.g.,AputtingAQuickenAmoneyAmanagementAsoft
wareAonline),AIkea,AJetBlueAAirlines,AandAProgressiveAInsuranceA(discussedAlaterAinAtheAbo
ok).
4. WhatAisAproduct-serviceAbundlingAandAwhatAareAtheAbenefitsAtoAcustomers?
Product-serviceAbundlingAisAaddingAValue-
addedAservicesAtoAaAfirm’sAproductAofferingsAtoAcreateAmoreAvalueAforAtheAcustomer.AThi
sAprovidesAbenefitsAinAtwoAareas.AFirst,AthisAdifferentiatesAtheAorganizationAfromAtheAcom
petition.ASecondly,AtheseAservicesAtieAcustomersAtoAtheAorganizationAinAaApositiveAway.AA
lternatively,AbundlingAcanAalsoAinvolveAaddingAproductsAtoAaAservice,AforAexample,Aaddi
ngAtheAsaleAofAconvenienceAitemsAandAsnacksAatAaAhotel.
5. WhatAisAtheAdifferenceAbetweenAaAserviceAandAaAgood?
1-4
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
• TABLE OF CONTENTS
Chapter 1: Introduction
Chapter 2: Strategy
Chapter 3: Design of Products and Services
Chapter 4: Projects
Chapter 5: Strategic Capacity Management
Chapter 6: Learning Curves
Chapter 7: Manufacturing Processes
Chapter 8: Facility Layout
Chapter 9: Service Processes
Chapter 10: Waiting Line Analysis and Simulation
Chapter 11: Process Design and Analysis
Chapter 12: Quality Management
Chapter 13: Statistical Quality Control
Chapter 14: Lean Supply Chains
Chapter 15: Logistics and Distribution Management
Chapter 16: Global Sourcing and Procurement
Chapter 17: The Internet of Things and ERP
Chapter 18: Forecasting
Chapter 19: Sales and Operations Planning
Chapter 20: Inventory Management
Chapter 21: Material Requirements Planning
1-2
, Operations and Supply Chain Management
Chapter 22: Workcenter Scheduling
CHAPTER 1
OPERATIONS AND SUPPLY CHAIN MANAGEMENT
Discussion Questions
1. UsingAExhibitA1.3AasAaAmodel,AdescribeAtheAsource-make-deliver-
returnArelationshipsAinAtheAfollowingAsystems:
a. AnAairline
Source:A AircraftAmanufacturer,Ain-flightAfood,ArepairAparts,AcomputerAsystems
Make:AAircraftAandAflightAcrewAscheduling,AgroundAservicesAprovidedAatAairports,A
aircraftAmaintenanceAandArepair
Deliver:AOutboundAandAarrivingApassengerAservice,AbaggageAhandli
ngAReturn:AResolveAanyApost-
serviceAissuesAsuchAasAlostAorAdamagedAluggage
b. AnAautomobileAmanufacturer
Source:A SuppliersAofAcomponentsAandArawAmaterials
Make:AManufacturingAofAvehiclesAandAcomponentsAorAsubassembliesAtoAbeAsoldA
asAspareAparts
Deliver:ADeliveryAtoAandAsalesAfromAdealerships,AdeliveryAofAspareApartsAtoAtheAw
holesaleAsystem
Return:A WarrantyAandArecallArepairs,Atrade-ins
c. AAhospital
Source:AMedicalAsupplies,AcleaningAservices,AdisposalAservices,AfoodAservices,Aqual
ifiedApersonnel
Make:A InpatientArooms,AoutpatientAclinics,AemergencyAroom,AoperatingArooms
Deliver:ASchedulingApatients,AprovidingAtreatment,AambulanceAservice,AfamilyAcou
nselingAReturn:ABillingAerrors,AfollowAupAvisits
d. AnAinsuranceAcompany
Source:A SuppliesAneededAforAtheAoffice,Aunderwriters,AlegalAauthorityAtoAoperate
1-3
, Operations and Supply Chain Management
Make:AEstablishApolicyAguidelinesAandApricing,AfieldAagent/representativeAandAfa
cilityAnetwork,AdevelopAInternetAserviceAcapabilities,AestablishApreferredAvehicleAr
epairAserviceAnetwork
Deliver:AMeetAwithAandAadviseAclients,AwriteApolicies,AprocessAandApayA
claimsAReturn:A refundAofAoverpayments
2. DefineAtheAserviceApackageAofAyourAcollegeAorAuniversity.AWhatAisAitsAstrongestAelement?A
WhatAisAitsAweakestAone?
TheAcategoriesAwithAexamplesAare:
SupportingAfacilityA-
Alocation,Abuildings,Alabs,AparkingAFacilitatingAgoodsA–
AclassAschedules,Acomputers,Abooks,Achalk
ExplicitAservicesA–
AclassesAwithAqualifiedAinstructors,AplacementAofficesAImplicitAser
vicesA–AstatusAandAreputationA(e.g.,AIvyALeagueAschools)
AtAIndianaAUniversityAandAtheAUniversityAofASouthernACalifornia,AamongAtheirAstronge
stAelementsAareAtheirAbusinessAschoolsAandAtheirAOperationsAManagementAprogramsA(
ofAcourse).ABothAalsoAhaveAveryAdedicatedAalumniAnetworks.AAAweakAelementAofAIndian
aAUniversityAisAitsAweakAfootballAprogram;AforAUSC,AweakAelementsAareAon-
campusAparkingAandAhousing.
3. WhatAserviceAindustryAhasAimpressedAyouAtheAmostAwithAitsAinnovativeness?
OurAvoteAgoesAtoAcruiseAlinesAwhichAhaveAintroducedAsuchAonboardAinnovationsAasAw
aveAmachinesAforAbellyAboardingAandArockAclimbingAwalls,AasAwellAasAallAsortsAofAotherA
amenitiesAtoAkeepAcruisersAinvolved.A TheAindustryAisAdoingArecordAbusinessAasAwell.
SomeAofAtheAstandoutAcompaniesAinAlessAinnovativeAindustriesAareABankAofAAmericaA(has
AaAformalizedAresearchAprogramAtoAtryAoutAnewAcustomerAservices/amenitiesAsuchAasAvid
eoAscreensAinAnextAtoAtellerAlines),AIntuitA(e.g.,AputtingAQuickenAmoneyAmanagementAsoft
wareAonline),AIkea,AJetBlueAAirlines,AandAProgressiveAInsuranceA(discussedAlaterAinAtheAbo
ok).
4. WhatAisAproduct-serviceAbundlingAandAwhatAareAtheAbenefitsAtoAcustomers?
Product-serviceAbundlingAisAaddingAValue-
addedAservicesAtoAaAfirm’sAproductAofferingsAtoAcreateAmoreAvalueAforAtheAcustomer.AThi
sAprovidesAbenefitsAinAtwoAareas.AFirst,AthisAdifferentiatesAtheAorganizationAfromAtheAcom
petition.ASecondly,AtheseAservicesAtieAcustomersAtoAtheAorganizationAinAaApositiveAway.AA
lternatively,AbundlingAcanAalsoAinvolveAaddingAproductsAtoAaAservice,AforAexample,Aaddi
ngAtheAsaleAofAconvenienceAitemsAandAsnacksAatAaAhotel.
5. WhatAisAtheAdifferenceAbetweenAaAserviceAandAaAgood?
1-4
