Solution manual for operations and supply management 12th edition by jacobs

Operations and Supply Management OSM is a synthesis of concepts and techniques that relate directly to production and distribution systems and enhance their management.. Operations and S

CHAPTER 1 INTRODUCTION TO THE FIELD

Review and Discussion Questions

1 What is the difference between OSM and OR/MS? Between OM and IE?

Operations and Supply Management (OSM) is a synthesis of concepts and techniques that relate directly to production and distribution systems and enhance their management Operations and Supply Management has a distinct management role that differentiates it from OR and IE Operations and Supply Managers use the tools of OR in decision making and are concerned with many of the same issues as Industrial Engineers Operations Research/Management Science (OR/MS) is a branch of applied mathematics, while Industrial Engineering (IE) is an engineering discipline

2 How would you distinguish OSM from management and organizational behavior as taught at your university?

Management and organizational behavior is concerned with the formulation of corporate strategic policy Operations and Supply Management is concerned with the operations strategy, which specifies how the firm will employ its production and distribution capabilities to support its corporate strategy

3 Take a look at the want ads in The Wall Street Journal and evaluate the opportunities for an OSM major with several years of experience

The following are some examples of jobs available to OSM graduates with several years of experience from the Wall Street Journal, January 18, 2000

Some additional advertisements.

4 What factors account for the resurgence of interest in OSM today?

With the expanding objectives of productive and distribution systems combined with increased applications to services and increased efficiency of Japanese producers, there is increased interest

in nuts and bolts issues

5 Using Exhibit 1.2 as a model, describe the input-transformation-output relationships found in the following systems:

a An airline

Inputs: passengers

Components: planes, crews, equipment, terminals

Primary functions: transportation

Output: satisfied, safe customers

b A state penitentiary

Inputs: criminals

Components: legal system, physical plant (prison), guards and support staff

Primary functions: segregation of prisoners from society, punishment, rehabilitation Output: reformed society members

c A branch office of a bank

Inputs: customers

Components: tellers, bank officers, teller windows, systems

Primary functions: deposit and withdrawal handling, loan initiation, storing money and valuables

Output: satisfied customers, positive return on loan ratios

d The home office of a major banking firm

Inputs: paperwork from customers and other institutions

Components: loan underwriters, clerks, computer systems

Primary function: record-keeping, loan processing, coordinating cash flows

Output: satisfied customers, sound investment portfolios

6 Is the DVD accompanying this book a good or a service? Explain?

Looking at exhibit 1.3 - The Goods-Services Continuum, a DVD would fall under Core Goods, Data storage systems Your core service provider - your instructor - uses this as a facilitating good to support his or her class

7 Define the service package of your college or university What is its strongest element? Its weakest one?

The categories with examples are:

Supporting facility - location, buildings, labs, parking

Facilitating goods – class schedules, computers, books

Explicit services – classes with qualified instructors, placement offices

Implicit services – status and reputation (e.g., Ivy League schools)

At Indiana University and the University of Southern California, among their strongest elements are their business schools and their Operations Management programs (of course) Both also have very dedicated alumni networks A weak element of Indiana University is its weak football program; for USC, weak elements are on-campus parking and housing

8 What service industry has impressed you the most with its innovativeness?

Our vote goes to cruise lines which have introduced such onboard innovations as wave machines for belly boarding and rock climbing walls, as well as all sorts of other amenities to keep cruisers involved The industry is doing record business as well

Some of the standout companies in less innovative industries are Bank of America (has a formalized research program to try out new customer services/amenities such as video screens in next to teller lines), Intuit (e.g., putting Quicken money management software online), Ikea, JetBlue Airlines, and Progressive Insurance (discussed later in the book)

9 What might make the COO’s job at Apple more challenging than that of less innovative manufacturers?

Apple's introduction of new products requires its COO to continually refine various parts of the company's supply chain and to work with new suppliers far more often than less innovative companies Also, Apple's well-known secrecy in new product development requires the COO to keep many of these changes under wraps until the last minute

10 What are Value-added services and what are the benefits to external customers?

Value-added services make the external customer’s life easier and help carry out their

particular function They provide benefits in two areas First, they differentiate the

organization from the competition Secondly, these services build relationships that build customers to the organization in a positive way

11 What is the difference between a service and a good?

A service is an intangible process, while a good is the physical output of a process

12 Recent outsourcing of parts and services that had previously been produced internally is addressed by which current issue facing operations and supply management today?

The coordination of relationships between mutually supportive but separate organizations