SUPPLY AND SERVICE CHAIN MANAGEMENT | Università degli studi di Bergamo - Didattica e Rubrica


Modulo Generico
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Annualità Singola
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Ingegneria gestionale

No formal pre-requisites are defined. However, a basic knowledge of Production Management is suggested.

Educational goals

The contents of the course are organized in two parts:
- In the first part, the student acquires the necessary elements and concepts to critically analyze and understand the structure, dynamics, relationships and organizational policies of modern supply chains. At the end of the first part, the student has an extensive overview of the main topics that compose the typical knowledge of a supply chain manager: from demand planning to the configuration of the supply chain, from inventory management to the analysis of operational risks.
- In the second part, the student acquires the necessary elements and concepts related to the service business both in pure service industry and in manufacturing. At the end of the second part, the student has the basic knowledge and skills of a service manager and engineer.

The overall course provides both theoretical notions and practical insights allowing the student to understand how real supply and service chains operate. Starting from the basic notions and definitions, the course develops an understanding of the main key areas in supply and service chain management (SSCM). The student learns the specific language used in the SSCM field, which enables him/her to communicate appropriately in the workplace.

The course contributes to the educational goals of the curriculum with regards to the technological-industrial area, in particular with reference to the analysis and management of supply chains and services

Course content

1. Introduction, definitions and basic concepts: Supply chain and SCM definitions; Context and background.
2. Supply Chain strategies: Push-pull supply chain; Lean vs agile supply chains.
3. Supply Chain contracts: buyback, revenue sharing contracts.
4. Supply Chain network design: Facility location; Determinants of facility location; Facility location models.
5. Inventory management: Supply chain inventory management; Single site vs multiple site inventory management. The newsvendor model.
6. Introduction to the service management: Definition of service; The main characteristics of services (intangibility, inseparability, perishability, variability); The driving forces behind the growth of services; The servitization of manufacturing.
7. The classification of services: A service portfolio management framework; Lovelock’s Matrixes; Product-Service offerings: classification dimensions.
8. Service Operations: Definitions; Service Operations methods; Service utilization vs service capacity
9. The Performance measurement of Services: An integrated Performance Measurement System; Customer Satisfaction and Customer Loyalty; The determinants of Customer Satisfaction; The gap model; The SERVQUAL model
10. Product Service System: definition, business models, PSS engineering and PSS innovation methods

Teaching methods

The course contents are discussed in lectures and case discussions, with particular attention to the interaction with the students who have the opportunity to formulate questions and propose topics for further discussion.
Lectures aim to introduce and discuss the methods and the principles of management outlined in the objectives of the course.
The course material consists mainly of the slides available on the course page on the University website. Such slides are complemented with further readings from the recommended books in the bibliography. The slides serve as a support to the classroom discussion: therefore, during the discussion in the classroom, further details not present on the slides may be provided.
The password to access the material published on the course web page is communicated during the first lecture of the course. If unable to attend the first lesson, please contact the professor by e-mail.

Assessment and Evaluation

The exam consists of a written test. The test is mandatory and deals with questions which involve calculations, theory, and concepts related to all the course contents.
In particular, the standard test is composed of:
- 20 True/false questions: the student must motivate in writing and in summary his/her true/false answers. In marking the answers, the motivation provided by the student is considered as an integral part of the answer.
- 2 Open questions: the student must answer the questions showing understanding of the concepts and ability to summarize information, clarity of exposition, and link to real cases or cases discussed during the lectures.
- 1 Numerical exercise
The number of questions and exercise in each exam session may vary slightly.

Further information

The exam rules for non-attending students are the same as for attending students.

Non-attending students are however invited to contact the professor to evaluate any supplementary materials.