Design and Delivery of Services (PDF)
Key Takeaways Document - Part I (PDF)
Key Takeaways Document - Part II (PDF)
Key Takeaways Document – Part III (PDF)
Key Takeaways Document – Part IV (PDF)
Key Takeaways Document – Part V (PDF)
Management of Supply Networks for Products and Services: Course Review (PDF)
Roadmap for Service Excellence (PDF)
Roadmap for Higher Productivity in Supply Chains and Services: Matching Supply and Demand (PDF)
Service Guarantees (PDF)
Service Interface (PDF)
MIT Sloan School of Management: UPS - MIT (PDF)
Matching Supply and Demand in the Service Industry (PDF)