| 1 |
Introduction to Supply Networks: Supply Chain Management |
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| 2 |
Supply Chain Management: Logistics |
Guest speaker: Prof. Yossi Sheffi, MIT Center for Transportation and Zaragoza Alliance |
| 3 |
Service Vision and Characteristics |
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| 4 |
Service Encounter and Guarantees |
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| 5 |
Customer Satisfaction |
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| 6 |
Customer Retention and Loyalty |
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| 7 |
Creating and Sustaining Excellence |
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| 8 |
Matching Supply and Demand: Tug of War |
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| 9 |
Managing a Global Service Company |
Guest speaker: Ms. Carmen Baez, President of Diversified Agency Services - OMNICOM |
| 10 |
Introducing a New Service in a Distributed Environment |
Guest speaker: Mr. James Walker, Managing Director and Chief Administrative Officer Global Private Client Group, MERRILL LYNCH |
| 11 |
Introducing a New Service in a Distributed Environment (cont.) |
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| 12 |
Matching Supply and Demand: Procurement and Outsourcing |
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| 13 |
Matching Supply and Demand: Managing the Interface - Call Centers |
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| 14 |
Guest Speaker Topic: The Power of Management Capital |
Guest speakers: Armand Fiegenbaum, Ph.D., Don Fiegenbaum, Ph.D. General Systems Company Inc. |
| 15 |
Supply Chain Management: Road-mapping and Value Chain Design |
Guest speaker: Prof. Charles Fine, MIT Sloan School of Management |
| 16 |
Supply Chain Management: Value of Information |
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| 17 |
Information Technology Services: Internal Organization, Supplier Management, and Outsourcing |
Guest speaker: Ms. Adriana Ferreira, Director, Department of Information Technology, Companhia Vale do Rio Doce - CVRD |
| 18 |
Supply Chain Governance: UPS Project |
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| 19 |
Supply Chain Management: International Issues |
Guest speaker: Mr. Jake Barr, Associate Director Global Supply Chain Operations Proctor & Gamble |
| 20 |
Course Summary and Wrap-up |
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