Includes bibliographical references and indexes.

CONTENTS: Supply chain management -- What SCM is not -- Business process management -- A conceptual framework of supply chain management -- The management components of supply chain management -- Mapping the supply chain -- Implementing supply chain management -- The customer relationship management process -- Customer relationship management as a supply chain management process -- The strategic customer relationship management process -- The operational customer relationship management process -- The customer service management process -- Customer service management as a supply chain management process -- The strategic customer service management process -- The operational customer service management process -- The operational customer service management process at Shell UK -- The demand management process -- Demand management as a supply chain management process -- The strategic demand management process -- The operational demand management process -- The order fulfillment management process -- Order fulfillment management as a supply chain management process -- The strategic order fulfillment management process -- The operational order fulfillment management process -- The manufacturing flow management process -- Manufacturing flow management as a supply chain management process -- The strategic manufacturing flow management process -- The operational manufacturing flow management process -- The supplier relationship management process -- Supplier relationship management as a supply chain management process -- The strategic supplier relationship management process -- The operational supplier relationship management process -- The product development and commercialization process -- Types of product development projects -- Product development and commercialization as a supply chain management process -- The strategic product development and commercialization process -- The operational product development and commercialization process -- The returns management process -- Types of returns -- Defining returns -- Returns management as a supply chain management process - - The strategic returns management process -- The operational returns management process -- Developing and implementing paternerships in the supply chain -- What is a partnership? -- Development of the model -- The partnership model -- Application of the model -- Institutionalizing the partnership process -- Supply chain management performance measurement -- Problems with existing metrics -- Why supply chain metrics -- Relationship between supply chain metrics and strategy -- Framework for developing supply chain maagement metrics - - Implementing supply chain management -- Process-based frameworks for supply chain management -- Strengths and weaknesses of the two frameworks -- Guidelines for implementing the GSCF framework.