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

Course Info

As Taught In
Summer 2004
Learning Resource Types
Lecture Notes