Readings

Amazon logo When you click the Amazon logo to the left of any citation and purchase the book (or other media) from Amazon.com, MIT OpenCourseWare will receive up to 10% of this purchase and any other purchases you make during that visit. This will not increase the cost of your purchase. Links provided are to the US Amazon site, but you can also support OCW through Amazon sites in other regions. Learn more.
LEC # TOPICS READINGS
1 Introduction to Supply Networks: Supply Chain Management Required Readings

Amazon logo 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.

Amazon logo 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

Amazon logo 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.

Amazon logo 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

Amazon logo 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

Amazon logo 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

Amazon logo 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

Amazon logo 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

Amazon logo 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

Amazon logo 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