Service Supply Chain Management

This workshop introduces the concept of Services Supply Chains and focuses on Service Strategy and Service Innovation. Workshop topics include an Introduction to services and supply chains, service design and delivery considerations, blended services and manufacturing supply chains, managing innovation in services, service supply chain relationships, and the globally integrated service delivery network. This workshop uses a variety of teaching techniques and methods including: class presentations; discussions; and case analysis activities.

Topics Outline
 

Service Supply Chain Introduction

• Seminar Overview
  - Objectives
  - Benefits of applying supply chain principles to services

• Services Concepts
  - Value Chain
  - Customer Perceptions of Service
  - Integrated Delivery of Products, Services and Solutions

• Supply Chain Concepts
  - Product/Service/Solution
  - Delivering Customer Value
  - Cross-functional Operations
  - Resource Management

Service Strategy: Service Design & Delivery

• Strategy Conception
  - Service  Strategy Process
  - Identifying the Customer's Voice
  - Dimensioning Customer Needs
  - The Service Package

• Strategy Implementation
  - Service Process Design
  - Managing Service Resources
  - Service Delivery

• Case: Service strategy development

Service innovation: Managing and organizing for service innovation

• Innovation Process
  - Service Concept Ideation
  - Concept Evaluation and Selection
  - Design, Prototyping, and Testing
  - Commercialization and Roll-out

• Organizing for Innovation

• Sustaining Innovation

• Case: Applying Service Innovation Strategies

Managing Global Service Partnerships

• Service supply chains
  - Supply Chain Relationship Models
  - Developing Relationships Including Outsourcing
  - Relationship Satisfaction and Success

• The globally integrated service supply chain
  - The Emergence of the Global and Regional Service Network
  - Service Delivery Centers

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