| LEC # | TOPICS | READINGS |
|---|---|---|
| 1 | Introduction to Supply Networks: Supply Chain Management |
Required Readings Simchi-Levi, et al. "Introduction to Supply Chain Management." Chapter 1 in Designing and Managing the Supply Chain. 2002, pp. 1-21. ISBN: 0072492562. Lee, Hau, Morris A. Cohen, Carl Cull, and Don Willen. "Saturn's Supply-Chain Innovation: High Value in After-Sales Service." MIT Sloan Management Review 41, no. 4 (Summer 2000): 93-101. Suggested Readings Kahn, G. "Made to Measure: Invisible Supplier Has Penney's Shirts All Buttoned Up." Wall Street Journal (September 2003): 2-5. Lee, Hau L., and Corey Billington. "Managing Supply Chain Inventory: Pitfalls and Opportunities." MIT Sloan Management Review 33, no. 3 (Spring 1992): 65-73. |
| 2 | Supply Chain Management: Logistics |
Required Readings McFarlane, Duncan, and Yossi Sheffi. "The Impact of Automatic Identification on Supply Chain Operations." International Journal of Logistics Management 14, no. 1 (2003): 1-17. Sheffi, Yossi. "RFID and the Innovation Cycle." Research Report, MIT Center for Transportation and Logistics. Cambridge, MA, April 2004, p. 1. |
| 3 | Service Vision and Characteristics |
Required Readings van Biema, Michael, and Bruce Greenwald. "Managing Our Way To Higher Service-Sector Productivity." Harvard Business Review (July-August 1997): 87-97. Reprint #97410: 87-95. Heskett, James L., Thomas O. Jones, Gary W. Loverman, W. Earl Sasser Jr., and Leonard A. Schlesinger. "Putting the Service-Profit Chain to Work." Harvard Business Review (1994): 164-174. Reprint #94204. Suggested Readings Bitran, G. R., and M. Lojo. "A Framework for Analyzing Service Operations." European Management Journal 11, no. 3 (1993): 271-82. George, W. R. "Internal Marketing and Organizational Behavior: A Partnership in Developing Customer-Conscious Employees at Every Level." Journal of Business Research 20 (January 1990): 63-70. |
| 4 | Service Encounter and Guarantees |
Required Readings Bitran, G. R., and L. Pedrosa. "A Structured Product Development Perspective on Service Operations." European Management Journal 16, no. 2 (1998): 169-189. Hart, Christopher W. L. and Leonard A. Schlesinger. "Guarantees Come to Professional Service Firms." MIT Sloan Management Review 33, no. 3 (Spring 1992): 19-29. Suggested Readings Hart, C. "The Power of Unconditional Service Guarantees." Harvard Business Review (July- August 1988): 54-61. Reprint #88405. Bitran, G. R., and M. Lojo. "A Framework for Analyzing the Quality of the Customer Interface." European Management Journal 11, no. 4 (1993): 385-96. |
| 5 | Customer Satisfaction |
Required Readings Suggested Readings |
| 6 | Customer Retention and Loyalty |
Required Readings Urban, Glen L. "The Emerging Era of Customer Advocacy." MIT Sloan Management Review 45, no. 2 (Winter 2004): 77-82. Suggested Readings Reichheld, Frederick. "Learning from Customers Defections." Harvard Business Review (March-April 1996): 56-68. Reprint #96210. Jones, Thomas O., and W. Earl Sasser, Jr. "Why Satisfied Customers Defect." Harvard Business Review (November-December 1995): 89-99. Reprint #95606. Schneider, Benjamin, and David E. Bowen. "Understanding Customer Delight and Outrage." MIT Sloan Management Review 41, no. 1 (Fall 1999): 35-45. |
| 7 | Creating and Sustaining Excellence |
Suggested Readings Stepanek, Marcia. "Weblining." Business Week. April 3, 2000, e.biz, pp. 26-34. Adolf, Ruediger, Stacey Grant-Thompson, Wendy Harrington, and Marc Singer. "Current Research: What Leading Banks are Learning about Big Databases and Marketing." McKinsey Quarterly, no. 3 (1997): 187-192. Tax, Stephen S., and Stephen W. Brown. "Recovering and Learning from Service Failure." MIT Sloan Management Review 40, no. 1 (Fall 1998): 75-88. |
| 8 | Matching Supply and Demand: Tug of War |
Required Readings Bitran, G. R., and S. Mondschein. "Managing the Tug-of-War Between Supply and Demand in Service Industries." European Management Journal 15, no. 5 (1997): 524-534. Suggested Readings Larson, R. C. "Perspectives on Queues: Social Justice and Psychology of Queueing." Operations Research 35, no. 6 (1987): 895-905. Cross, R. G. "The Core Concepts of Revenue Management." Chapter 3 in Revenue Management: Hard-Core Tactics for Market Domination. Broadway Books, 1998, pp. 49-99. ISBN: 0767900332. |
| 9 | Managing a Global Service Company |
Suggested Readings Donald, William. "Omnicom Group's Tasty Mix." Insight From Standard and Poor, Business Week Online, November 10, 2003, pp. 1-3. |
| 10 | Introducing a New Service in a Distributed Environment |
Suggested Readings Gresham, Stephen, and Evan Cooper. "A New Definition of Service." Chapter 3 in Attract and Retain the Affluent Investor: Winning Tactics for Today's Financial Advisor. 2001, pp. 45-64. ISBN: 0793144337. |
| 11 | Introducing a New Service in a Distributed Environment (cont.) |
Required Readings Simchi-Levi, et al. "Inventory Management and Risk Pooling." Chapter 3 in Designing and Managing the Supply Chain. 2002, pp. 43-90. ISBN: 0072492562. Previous Class Readings Lee, Hau L., and Corey Billington. "Managing Supply Chain Inventory: Pitfalls and Opportunities." MIT Sloan Management Review 33, no. 3 (Spring 1992): 65-73. Suggested Readings Kahn, G. "Made to Measure: Invisible Supplier Has Penney's Shirts All Buttoned Up." Wall Street Journal (September 2003): 2-5. Lee, Hau L., and Corey Billington. "Managing Supply Chain Inventory: Pitfalls and Opportunities." MIT Sloan Management Review 33, no. 3 (Spring 1992): 65-73. |
| 12 | Matching Supply and Demand: Procurement and Outsourcing |
Required Readings Simchi-Levi, et al. "Procurement and Outsourcing Strategies." Chapter 7 in Designing and Managing the Supply Chain. 2002, pp. 165-190. ISBN: 0072492562. Suggested Readings Linder, Jane C. "Transformational Outsourcing." MIT Sloan Management Review 45, no. 2 (Winter 2004): 52-58. Previous Class Readings Quinn, James Brian. "Outsourcing innovation: The new engine of growth." MIT Sloan Management Review 41, no. 4 (Summer 2000): 13-28. |
| 13 | Matching Supply and Demand: Managing the Interface - Call Centers |
Suggested Readings Katz, Karen L., Blaire M. Larson, and Richard C. Larson. "Prescription for the Waiting in Line Blues: Entertain, Enlighten, and Engage." MIT Sloan Management Review 32, no. 2 (Winter 1991): 44-55. Maister, David H. "Note on the Management of Queues." Harvard Business Review (March 17, 1995): 1-14. Reprint #9-680-053. |
| 14 | Guest Speaker Topic: The Power of Management Capital |
Required Readings Fiegenbaum, A., and V. Fiegenbaum. The Power of Management Capital: Utilizing the New Drivers of Innovation Profitability and Growth in a Demanding Global Economy. McGraw-Hill Trade, 2003. ISBN: 0070217335. (a) "Capitalizing Management Power: Lessons from the Great Japanese Economy." Chapter 2, pp. 17-34. (b) "Emphasizing Quality of Management Instead of Quantity of Management." Chapter 3, pp. 35-55. (c) "Sustaining Business Growth by Recognizing and Reconnecting Management 'Disconnects'." Chapter 6, pp. 89-112. |
| 15 | Supply Chain Management: Road-mapping and Value Chain Design |
Required Readings Fine, Charles, and Daniel Whitney. "Is the Make-or-Buy decision process a core competency?" In Logistics in the Information Age. Edited by Moreno Muffato and Kulwant Pawar. Padova, Italy: Servizi Grafici Editoriali, 1999, pp. 31-63. Fine, Charles, Roger Vardan, Robert Pethick, and Jamal El-Hout. "Rapid Response Capability in Value-Chain Design." MIT Sloan Management Review 43, no. 2 (Winter 2002): 69-75. Suggested Readings Quinn, James Brian. "Outsourcing innovation: The new engine of growth." MIT Sloan Management Review 41, no. 4 (Summer 2000): 13-28. |
| 16 | Supply Chain Management: Value of Information |
Suggested Readings Dyer, Jeffrey H., and Nile W. Hatch. "Using Supplier Networks To Learn Faster." MIT Sloan Management Review 45, no. 3 (Spring 2004): 1-9. |
| 17 | Information Technology Services: Internal Organization, Supplier Management, and Outsourcing | |
| 18 | Supply Chain Governance: UPS Project |
Required Readings Bitran, Gabriel, and Denis De Graeve. "Framework for the Governance in the Supply Networks of Wal-Mart: the 'Enlightened Despot' Model." MIT Center for Transportation and Logistics Working Paper. 2004. Suggested Readings Ulrich, William. "System Transformation: Revolutionalizing Supply Chain Management through Holistic Governance Structures." 2004. Oliver, Keith, Anne Chung, and Nick Samanich. "Beyond Utopia: The Realist's Guide to Internet-Enabled Supply Chain Management." Strategy+Business, no. 23. Booz-Allen publication (May 2001): 1-10. |
| 19 | Supply Chain Management: International Issues |
Required Readings Simchi-Levi, et al. "International Issues in Supply Chain Management." Chapter 8 in Designing and Managing the Supply Chain. 2002, pp. 191-206. ISBN: 0072492562. Suggested Readings Dussart, Christian. "Capitalism against Capitalism: Political and Economic Implications on Marketing Practices in Europe." In Perspectives on Marketing Management. Vol 4. Edited by M. J. Baker. 1994: 119-134. ISBN: 0471943177. Camuffo, Arnaldo, Pietro Romano, and Andrea Vinelli. "Back to the future: Benetton transforms its global network." MIT Sloan Management Review 43, no. 1 (Fall 2001): 46-52. |
| 20 | Course Summary and Wrap-up |
