Boyer (operations management, Michigan State University) examines some of the most high-profile practitioners of telephone and Internet-based order processing and fulfillment. Companies examined, including Amazon, Tesco, and Office Depot, use decoupled extended, semi- extended, fully extended, and centralized extended supply chain models. Boyer shows how each model can be adapted to specific circumstances, and provides practical tools for establishing and maintaining a customer-focused fulfillment operation. Annotation ї2004 Book News, Inc., Portland, OR