| 1 |
Introduction to Supply Networks: Supply Chain Management (PDF) |
| 2 |
Supply Chain Management: Logistics (PDF) |
| 3 |
Service Vision and Characteristics (PDF) |
| 4 |
Service Encounter and Guarantees (PDF) |
| 5 |
Customer Satisfaction (PDF) |
| 6 |
Customer Retention and Loyalty (PDF) |
| 7 |
Creating and Sustaining Excellence (PDF) |
| 8 |
Matching Supply and Demand: Tug of War (PDF) |
| 9 |
Managing a Global Service Company |
| 10 |
Introducing a New Service in a Distributed Environment |
| 11 |
Introducing a New Service in a Distributed Environment (cont.) (PDF) |
| 12 |
Matching Supply and Demand: Procurement and Outsourcing (PDF) |
| 13 |
Matching Supply and Demand: Managing the Interface - Call Centers (PDF) |
| 14 |
Guest Speaker Topic: The Power of Management Capital |
| 15 |
Supply Chain Management: Road-mapping and Value Chain Design |
| 16 |
Supply Chain Management: Value of Information (PDF) |
| 17 |
Information Technology Services: Internal Organization, Supplier Management, and Outsourcing |
| 18 |
Supply Chain Governance: UPS Project (PDF) |
| 19 |
Supply Chain Management: International Issues |
| 20 |
Course Summary and Wrap-up (PDF) |
