Customer service and supply chain management (2011/2012)

Course code
4S00526
Name of lecturers
Ivan Russo, Barbara Gaudenzi
Coordinator
Ivan Russo
Number of ECTS credits allocated
9
Academic sector
SECS-P/08 - MANAGEMENT
Language of instruction
Italian
Period
First semester dal Sep 26, 2011 al Dec 22, 2011.

Lesson timetable

Learning outcomes

Module:
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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.

Syllabus

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

Reference Books:

- Christopher Martin, Logistics and Supply Chain Management:
Creating Value-Adding Networks Financial Times Prentice Hall, 2011 (ultima edizione).
- Borghesi A.-Gaudenzi B.- Russo I., Casi ed esperienze di logistica nelle imprese italiane, Quiedit Edizione 2009

Assessment methods and criteria

Module:
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The examination consists of an written and an oral exam.