Courses:

Management of Supply Networks for Products and Services >> Content Detail



Lecture Notes



Lecture Notes

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

 








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