Customer service and supply chain management (2009/2010)

Course not running

Course code
Ivan Russo
Academic sector
Language of instruction
Teaching is organised as follows:
Activity Credits Period Academic staff Timetable
1 - lezione 6 2nd semester Ivan Russo
2 - lezione 1 2nd semester Barbara Gaudenzi
3 - lezione 3 2nd semester Pierluigi Cavicchi

Lesson timetable

2nd semester
Activity Day Time Type Place Note
1 - lezione Monday 9:30 AM - 12:30 PM lesson Lecture Hall Menegazzi  
1 - lezione Wednesday 9:30 AM - 12:30 PM lesson Lecture Hall Menegazzi  

Learning outcomes

The purpose of the module is to provide an adequate acknowledge about the instruments which allow firms to realize the customer satisfaction across supply chain. It plays a key role for the creation of customer value, usually the first goal of marketing activities.Thus another aim of the course is to analyse supply chain strategies for a global firm.



The course will take place in italian. See the main description for details of the programme.

- Customer Satisfaction
- Trade off cost and logistics management
- Marketing and Logistics
- Supply Chain Management
- Global Supply Chain Management
- Perfomance Measurements
- Logistics Outsourcing
- Supply Chain Risks
- Reverse logistics
- Lean and agile Supply Chain

Assessment methods and criteria


The examination consists of an written and an oral exam.

Teaching aids
Title Format (Language, Size, Publication date)
Glossary  pdfpdf (it, 611 KB, 23/02/10)
Handbook  pdfpdf (it, 164 KB, 25/02/10)
Handbook1  pdfpdf (it, 213 KB, 25/02/10)
Prima parte  pdfpdf (it, 675 KB, 25/02/10)
Seconda parte  pdfpdf (it, 77 KB, 03/03/10)