Management of Supply Networks for Products and Services

Calendar

LEC #	TOPICS	KEY DATES
1	Introduction to Supply Networks: Supply Chain Management
2	Supply Chain Management: Logistics	Guest speaker: Prof. Yossi Sheffi, MIT Center for Transportation and Zaragoza Alliance
3	Service Vision and Characteristics
4	Service Encounter and Guarantees
5	Customer Satisfaction
6	Customer Retention and Loyalty
7	Creating and Sustaining Excellence
8	Matching Supply and Demand: Tug of War
9	Managing a Global Service Company	Guest speaker: Ms. Carmen Baez, President of Diversified Agency Services - OMNICOM
10	Introducing a New Service in a Distributed Environment	Guest speaker: Mr. James Walker, Managing Director and Chief Administrative Officer Global Private Client Group, MERRILL LYNCH
11	Introducing a New Service in a Distributed Environment (cont.)
12	Matching Supply and Demand: Procurement and Outsourcing
13	Matching Supply and Demand: Managing the Interface - Call Centers
14	Guest Speaker Topic: The Power of Management Capital	Guest speakers: Armand Fiegenbaum, Ph.D., Don Fiegenbaum, Ph.D. General Systems Company Inc.
15	Supply Chain Management: Road-mapping and Value Chain Design	Guest speaker: Prof. Charles Fine, MIT Sloan School of Management
16	Supply Chain Management: Value of Information
17	Information Technology Services: Internal Organization, Supplier Management, and Outsourcing	Guest speaker: Ms. Adriana Ferreira, Director, Department of Information Technology, Companhia Vale do Rio Doce - CVRD
18	Supply Chain Governance: UPS Project
19	Supply Chain Management: International Issues	Guest speaker: Mr. Jake Barr, Associate Director Global Supply Chain Operations Proctor & Gamble
20	Course Summary and Wrap-up