| 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) |