Customer service and supply chain management (2019/2020)

Course code
4S00526
Name of lecturers
Ivan Russo,
Coordinator
Ivan Russo
Number of ECTS credits allocated
9
Academic sector
SECS-P/08 - MANAGEMENT
Language of instruction
Italian
Period
secondo semestre magistrali dal Feb 24, 2020 al May 29, 2020.

Lesson timetable

Go to lesson schedule

Learning outcomes

The goal of the module is to provide a knowledge about the instruments which allow firms to realize the logistics 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.
Moreover a general aim of the class should develop the ability of students to identify, formulate and solve problems autonomously.

Syllabus

There is now a much greater understanding of the role that supply chain management plays in creating competitive advantage. Whereas previously the focus was primarily tactical with a concern for optimising costs, now there is much more of a strategic focus with the emphasis on value creation and delivery.
Supply chain management is not just an extension of logistics management, but rather that it is about managing
relationships across the complex networks that today's supply chains have become. Then another significant change over that period is that the business environment has become a lot more volatile and hence less predictable. This transition from a relatively stable world to one that is much more turbulent requires supply chains to be
capable of changing rapidly to meet changed circumstances .
Within this scope in the class it will introduce various sub concepts collectively through the baseline of customer service ans supply chain management along with the processes for the entities of business processes to enable students to understand the effects of the logistics on company business and relations between customers and suppliers.
Thus, the supply chain is a complex and dynamic system that is difficult to forecast and control. Each node in the supply chain manages its own resources to obtain a profit and coordinates its actions with the purpose of achieving visibility upstream towards its suppliers and downstream to its customers. The class discuss also how supply chain management strives to provide goods and services that fulfil customer demand responsively, efficiently and sustainably.
The class will cover the following topics:
- Customer Service, logistics and supply chain
- Logistics and customer value
- Measuring logistics costs and performance
- Responsive Supply Chain
- Strategic lead-time management
- The synchronous supply chain
- Complexity and the supply chain
- Managing the global pipeline
- Managing Supply Chain Risks
- 3pl and outsourcing

All materials and papers uploaded in the e-learning area are mandatory for the exam.
- Martin Christopher Logistics and Supply Chain Management, Financial Times/Pearson Education; 5th Edition 2016 ISBN: 978-1-08379-7 (capitoli 1-2-3-4-5-6-7 e 9-10-11-12-13)

Assessment methods and criteria

The exam is written and oral.
The written part consists of an open question relating to a business case with respect to which the student has to propose a suitable solution (evaluation 80% of total)
The written exam lasts 45-50 minutes and will provide students with maximum 30/30 points.
The oral examination is evaluated with 20% of the overall mark and it consists of establishing the critical knowledge of the contents of the study material.