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supply chain management 2nd
Operations And Supply Chain Management 14th Edition Chase, Richard B.;Jacobs, F. Robert - Solutions
4. You are in a line at the bank drive-through and 10 cars are in front of you. You estimate that the clerk is taking about i ve minutes per car to serve. How long do you expect to wait in line?
3. A process is part of an organization that takes , turns them into , and adds while doing so.
2. In a l owchart, what is used to represent a storage activity in a process?
1. A manufacturing company has a small production line dedicated to the production of a particular product. The line has four stations in serial. Inputs arrive at station 1 and the output from station 1 becomes the input to station 2. The output from station 2 is the input to station 3 and so on.
12. How does seasonal variability in demand affect the l ow and waiting time through a process?How might a company respond to reduce the effect of this variability?
11. What is the effect of waiting time on a manufacturing process? Why is it good to reduce waiting time? Can it be eliminated altogether?
10. From your own experiences, compare the processes of your favorite bricks and mortar department store and a comparable online retailer. What advantages does each have over the other for the company? How about for you, the customer?
9. Why are work measurements and time standards important for a i rm? Are there any negatives to the implementation of these standards? Are there ways to achieve the same objectives without setting i rm standards?
8. What is job enrichment and what has led to its importance in job design?
7. Recently some operations management experts have begun insisting that simply maximizing process velocity, which actually means minimizing the time that it takes to process something through the system, is the single most important measure for improving a process. Can you think of a situation in
6. Explain how having more work-in-process inventory can improve the efi ciency of a process.How can this be bad?
5. State in your own words what Little’s law means. Describe an example that you have observed where Little’s law applies.
4. Compare McDonald’s old and current processes for making hamburgers. How valid is McDonald’s claim that the new process will produce fresher hamburgers for the customer?Comparing McDonald’s current process to the processes used by Burger King and Wendy’s, which process would appear to
3. Describe cycle time as it relates to business processes. Why is it important to the management of business processes? How does it relate to concepts like productivity and capacity utilization?
2. Consider your favorite fast-food restaurant. The next time you are there, pay special attention to how the food preparation and delivery process works. Develop a l owchart of the process like that in Exhibit 11.1. Try to include as much detail as is needed to explain the process, remembering to
1. Dei ne a process in general. Apply this dei nition in detail to a university, a grocery store, and a beer brewing company.
3 Using a criterion that if the probability is greater than 1 percent, a backup OR team should be employed, make a recommendation to hospital administration.
2 Calculate the probability of zero patients in the system(P0), probability of one patient (P1), and the probability of two or more patients simultaneously arriving during the night shift.
1 Calculate the average customer arrival rate and service rate per hour.
26. A bank of machines in a manufacturing shop breaks down according to the following interarrival time distribution. The time it takes one repairperson to complete the repair of a machine is given in the service time distribution:Interarrival Service Time Time (Hours) P(X) RN (Hours) P(X) RN.5 .30
25. The manager of a small post ofi ce is concerned that the growing township is overloading the one-window service being offered. Sample data are collected on 100 individuals who arrive for service:Time between Arrivals Service Time(Minutes) Frequency (Minutes) Frequency 1 8 1.0 12 2 35 1.5 21 3
24. A local fast-food restaurant wants to analyze its drive-thru window. At this time, the only information known is the average number of customers in the system (4.00) and the average time a customer spends at the restaurant (1.176 minutes). What are the arrival rate and the service rate?
23. You are planning the new layout for the local branch of the Sixth Ninth Bank. You are considering separate cashier windows for the three different classes of service. Each class of service would be separate with its own cashiers and customers. Oddly enough, each class of service, while
22. You are planning employees for a bank. You plan for six tellers. Tellers take 15 minutes per customer with a standard deviation of seven minutes. Customers will arrive one every three minutes according to an exponential distribution (recall that the standard deviation is equal to the mean).
21. A toll tunnel has decided to experiment with the use of a debit card for the collection of tolls.Initially, only one lane will be used. Cars are estimated to arrive at this experimental lane at the rate of 750 per hour. It will take exactly four seconds to verify the debit card.a. In how much
20. During the campus Spring Fling, the bumper car amusement attraction has a problem of cars becoming disabled and in need of repair. Repair personnel can be hired at the rate of$20 per hour, but they only work as one team. Thus, if one person is hired, he or she works alone; two or three people
19. At a border inspection station, vehicles arrive at the rate of 10 per hour in a Poisson distribution.For simplicity in this problem, assume that there is only one lane and one inspector, who can inspect vehicles at the rate of 12 per hour in an exponentially distributed fashion.a. What is the
18. A study-aid desk staffed by a graduate student has been established to answer students’questions and help in working problems in your OSCM course. The desk is staffed eight hours per day. The dean wants to know how the facility is working. Statistics show that students arrive at a rate of
17. An ofi ce employs several clerks who create documents and one operator who enters the document information in a computer system. The group creates documents at a rate of 25 per hour. The operator can enter the information with an average exponentially distributed time of two minutes. Assume the
16. Customers enter the camera department of a store at the average rate of six per hour. The department is staffed by one employee, who takes an average of six minutes to serve each arrival. Assume this is a simple Poisson arrival, exponentially distributed service time situation.a. As a casual
15. Bobby the Barber is thinking about advertising in the local newspaper since he is idle 45 percent of the time. Currently, customers arrive on average every 40 minutes. What does the arrival rate need to be for Bobby to be busy 85 percent of the time?
14. Benny the Barber owns a one-chair shop. At barber college, they told Benny that his customers would exhibit a Poisson arrival distribution and that he would provide an exponential service distribution. His market survey data indicate that customers arrive at a rate of two per hour. It will take
13. A graphics reproduction i rm has four units of equipment that are automatic but occasionally become inoperative because of the need for supplies, maintenance, or repair. Each unit requires service roughly twice each hour, or, more precisely, each unit of equipment runs an average of 30 minutes
12. L. Winston Martin (an allergist) has an excellent system for handling his regular patients who come in just for allergy injections. Patients arrive for an injection and i ll out a name slip, which is then placed in an open slot that passes into another room staffed by one or two nurses. The
11. An engineering i rm retains a technical specialist to assist four design engineers working on a project. The help that the specialist gives engineers ranges widely in time consumption.The specialist has some answers available in memory, others require computation, and still others require
10. A cafeteria serving line has a coffee urn from which customers serve themselves. Arrivals at the urn follow a Poisson distribution at the rate of three per minute. In serving themselves, customers take about 15 seconds, exponentially distributed.a. How many customers would you expect to see on
9. To support National Heart Week, the Heart Association plans to install a free blood pressure testing booth in El Con Mall for the week. Previous experience indicates that, on average, 10 persons per hour request a test. Assume arrivals are Poisson distributed from an ini nite population. Blood
8. The Bijou Theater shows vintage movies. Customers arrive at the theater line at the rate of 100 per hour. The ticket seller averages 30 seconds per customer, which includes placing validation stamps on customers’ parking lot receipts and punching their frequent watcher cards. (Because of these
7. Burrito King (a new fast-food franchise opening up nationwide) has successfully automated burrito production for its drive-up fast-food establishments. The Burro-Master 9000 requires a constant 45 seconds to produce a batch of burritos. It has been estimated that customers will arrive at the
6. Students arrive at the Administrative Services Ofi ce at an average of one every 15 minutes, and their requests take on average 10 minutes to be processed. The service counter is staffed by only one clerk, Judy Gumshoes, who works eight hours per day. Assume Poisson arrivals and exponential
5. What is the most commonly used priority rule for setting queue discipline, likely because it is seen as most fair?
4. What is the term used for the situation where a potential customer arrives at a service operation and decides to leave u pon seeing a long line?
3. How much time on average would a server need to spend on a customer to achieve a service rate of 20 customers per hour?
2. If the average time between customer arrivals is eight minutes, what is the hourly arrival rate?
1. The exponential distribution is often used to model what in a queuing system?
12. Distinguish between known mathematical distributions and empirical distributions. What information is needed to simulate using a known mathematical distribution?
11. What are the pros and cons of starting a simulation with the system empty? With the system in equilibrium?
10. What methods are used to analyze time in a simulation model? How do they work?
9. Must you use a computer to get good information from a simulation? Explain.
8. Why is simulation often called a technique of last resort?
7. Which assumptions are necessary to employ the formulas given for Model 1?
6. What is the major cost trade-off that must be made in managing waiting line situations?
5. Would you expect the Poisson distribution to be a good approximation ofa. Runners crossing the i nish line in the Boston Marathon?b. Arrival times of the students in your OSCM class?c. Arrival times of the bus to your stop at school?
4. Would you expect the exponential distribution to be a good approximation of service times fora. Buying an airline ticket at the airport?b. Riding a merry-go-round at a carnival?c. Checking out of a hotel?d. Completing a midterm exam in your OSCM class?
3. Dei ne, in a practical sense, what is meant by an exponential service time.
2. In what way might the i rst-come, i rst-served rule be unfair to the customer waiting for service in a bank or hospital?
1. Distinguish between a channel and a phase.
4 Design a process that meets your requirements. Describe it by using a l owchart similar to that shown in Exhibit 9.5.
3 Make a list of pizza delivery process design requirements.Associate with each requirement a measure that would ensure that the process meets the requirement.
2 Combine your list with the lists of a few other class members and categorize the items under a series of major headings.
1 Make a list of pizza delivery attributes that are important to you as a customer.
11. A psychological therapist treats patients according to their individual needs. Patients are all treated in the same ofi ce on a scheduled basis. Each patient’s treatment is developed and customized for the individual according to the therapist’s professional training.Which of the
10. List at least four characteristics of a well-designed service system.
9. What are the Three Ts relevant to poka-yokes in service systems?
8. Flowcharts are a common process design and analysis tool used in both manufacturing and services. What is a key feature on l owcharts used in service operations that differentiates between the front-ofi ce and back-ofi ce aspects of the system?
7. An important difference between service and manufacturing operations is that customers introduce far more variability into the operations in a service system. Name at least three of the basic types of variation that customers bring to a service system.
6. As the degree of customer contact increases in a service system, what worker skills would be more important, clerical skills or diagnostic skills?
5. As the degree of customer contact increases in a service operation, what generally happens to the efi ciency of the operation?
4. A ride at an amusement park is an example of a service operation where there is direct contact between the customer and server, but little variation in the service process—neither the customer nor server has much discretion in how the service will be provided.As shown on the service-system
3. List at least three signii cant ways in which service systems differ from manufacturing systems.
2. Are service operations with a high degree of customer contact more or less difi cult to control than those with a low degree of customer contact?
1. What is the term used for the bundle of goods and services that are provided in some environment by every service operation?
15. Do you think a service operation can be successful by developing a system that combines characteristics from the three contrasting service designs presented in the chapter? Why or why not? Please provide examples.
14. At i rst glance, asking customers to provide their own service in the self-service approach may not seem very consumer friendly. What are some of the characteristics of self-service operations that have led to their acceptance and signii cant popularity?
13. Identify the high-contact and low-contact operations of the following services:a. A dental ofi ceb. An airlinec. An accounting ofi ced. An automobile agencye. Amazon.com
12. Why should a manager of a bank home ofi ce be evaluated differently from a manager of a bank branch?
11. Could a service i rm use a production-line approach or self-service design and still keep a high customer focus (personal attention)? Explain and support your answer with examples.
10. How have price and variety competition changed McDonald’s basic formula for success?
9. What strategy do the following organizations seem to use to manage customer-introduced variability?a. eBayb. Ritz-Carlton Hotelsc. New airline check-in procedures
8. Suppose you were the manager of a restaurant and you were told honestly that a couple eating dinner had just seen a mouse. What would you say to them? How would you recover from this service crisis?
7. Can a manufacturer have a service guarantee in addition to a product guarantee?
6. Where would you place a drive-in church, a campus food vending machine, and a bar’s automatic mixed drink machine on the service-system design matrix?
5. Some suggest that customer expectation is the key to service success. Give an example from your own experience to support or refute this assertion.
4. Behavioral scientists suggest that we remember events as snapshots, not movies. How would you apply this to designing a service?
3. List some occupations or sporting events where the ending is a dominant element in evaluating success.
2. Relative to the behavioral science discussion, what practical advice do you have for a hotel manager to enhance the ending of a guest’s stay in the hotel?
1. What is the service package of your college or university?
9. What is the efi ciency of an assembly line that has 25 workers and a cycle time of 45 seconds? Each unit produced on the line has 16 minutes of work that needs to be completed based on a time study completed by engineers at the factory.
8. A i rm is using an assembly line and needs to produce 500 units during an eight-hour day. What is the required cycle time in seconds?
7. A term used to refer to the physical surroundings in which a service takes place and how these surroundings affect customers and employees.
6. If you wanted to produce 20 percent of one product(A), 50 percent of another (B), and 30 percent of a third product (C) in a cyclic fashion, what schedule would you suggest?
5. This involves scheduling several different models of a product to be produced over a given day or week on the same line in a cyclical fashion.
4. This is a way to shorten the cycle time for an assembly line that has a task time that is longer than the desired cycle time. Assume that it is not possible to speed up the task, split the task, use overtime, or redesign the task.
3. A measure used to evaluate a workcenter layout.
2. A layout where the work to make an item is arranged in progressive steps and work is moved between the steps at i xed intervals of time.
1. Three terms commonly used to refer to a layout where similar equipment or functions are grouped together.
18. What are the three terms used to describe the parts of a service operation that have social signii cance?
17. What is the term used to refer to the physical surroundings in which service operations occur and how these surroundings affect customers and employees?
16. In manufacturing layout design, the key concern is the resulting efi ciency of the operation.In retail service operations, what is the primary concern or objective?
15. Francis Johnson’s plant needs to design an efi cient assembly line to make a new product.The assembly line needs to produce 15 units per hour, and there is room for only four workstations. The tasks and the order in which they must be performed are shown in the following table. Tasks cannot
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