ISCM Home  »  Sponsors  »  Events  »   2002  »  New Era of Customer Service Management

Jointly hosted by

&

Affiliates Program in Logistics (APIL)

Cambridge, Massachusetts

"New Era of Customer Service Management"

---

Meeting Summary

Summary provided by Working Knowledge

Monday, May 20, 2002 MIT Faculty Club Cambridge, MA  » Welcome & Introduction Jim Rice, Center for Transportation & Logistics  » Overview -The New Era of Customer Service Management Dr. Jonathan Byrnes - MIT CTL  » Competing on Service in the Grocery Industry Bill Homa - CIO Hannaford Brothers  » Customer Information Management & CRM Tom Gormley - MIT CISR Researcher  » Transforming the MFA To Serve Visitors and Collections John S. Stanley - COO & Deputy Director for Operations, MFA

Tuesday, May 21, 2002 MIT Faculty Club Cambridge, MA  » Returns Abatement as a Customer Service Weapon John Wass - CEO SwiftRivers  » Customer Advantage Through GE Engine Services Karl Fessenden - General Manager, GE Engines Commercial Spares  » Summary session Dr. Jonathan Byrnes - MIT CTL  » Supply Chain Visualization User Test & Demo James Patten - MIT Media Lab & SCV Research Team

Wednesday, May 22, 2002 MIT Faculty Club Cambridge, MA  » Project Review - Phantom Demand & System Dynamics Solutions Paulo Goncalves - MIT System Dynamics Groups PhD Candidate  » "Supply Chain Response to Global Terrorism" Prof. Yossi Sheffi - Director MIT Center for Transportation & Logistics