Management of Supply Networks for Products and Services

Lecture Notes

LEC #	TOPICS
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)