| 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
Reichheld, Frederick F., and W. Earl Sasser. "Zero Defections: Quality Comes to Services." Harvard Business Review (September-October 1990): 105-111. Reprint #90508.
Berry, Leonard L. "Discovering the Soul of Services." Chapter 1 in The Nine Drivers of Sustainable Business Success. Free Press, 1999, pp. 1-18. ISBN: 0684845113.
Suggested Readings
Zeithaml, Valarie A., Mary Jo. Bitner, and Dwayne D. Gremler. "The Gaps Model of Service Quality." Services Marketing. Prentice-Hall, 2002, pp. 37-49. ISBN: 0072471425.
Garbarino, Ellen, and Mark S. Johnson. "The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships." Journal of Marketing 63 (April 1999): 70-87.
Previous Class Readings
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. 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. | | 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 | |
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