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University of Bergamo Master Degree in Management Engineering
I.C. Operations Management & Supply and Service Chain management module of Supply and Service Chain management
A.A. 2011 / 2012
Roberto Pinto, Paolo Gaiardelli, Gregor von Cieminski, Giuditta Pezzotta
(Last update 17th of February 2012) Educational goals The Supply & Service Chain Management module is organized in two main parts:
1. Supply Chain Management (∼ 38 hours, Pinto, von Cieminski): Starting from the basic notions and definitions, the objective is to develop an understanding of the main key areas in supply chain management, such as the strategic importance of supply chain design, planning and operations for competitiveness, the key drivers of supply chain performance (such as facility localization, inventory management, transportation management, sourcing policies…) and the analytic methodologies supporting effective supply chain management.
2. Service Chain Management (∼ 22 hours, Gaiardelli, Pezzotta): Supported by a general framework, that is used to explore the major components of a Product Service System (PSS), this part examines the different interactions and interdependencies among the PSS elements. Through the utilization of theoretical and practical applications, focusing on both the strategic and operational aspects that characterize a PSS, it deals with PSS design, organization, management and performance management.
Course contents Supply Chain Management contents
1. Introduction, definitions and basic concepts a. Definition and examples of supply chains b. Objectives and key decision phases c. Overview of key processes
2. Supply Chain strategies a. The strategic fit of a supply chain b. Customer segmentation and service level differentiation c. Push vs pull strategy. Postponement and customer order decoupling point
3. Supply Chain drivers and metrics a. Role of the different drivers of supply chain performance b. Facilities, inventory, transportation, information, sourcing, pricing
4. Supply Chain network design a. Factors influencing network design b. Design options for networks c. Network design decisions d. Models for facility location and capacity allocation
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5. Demand forecasting and management a. The role of forecasting b. Forecasting process and time‐series forecasting methods c. Forecasting metrics
6. Inventory management a. The role of cycle inventory in a supply chain b. Economic Order Quantity, Base‐stock policies review c. Quantity discount and economies of scale d. Safety inventory e. The newsvendor model
7. Transportations a. Modes of transportation and performance characteristics b. Design options for transportation networks
8. Sourcing a. The role of procurement b. Make or buy decisions c. Supplier scoring and evaluation d. Contracts and supply chain performance e. Design options for procurement processes
9. Supply Chain Risk Management a. Definitions of risk b. Risk management and mitigation
10. Putting SCM into Practice a. Practical scope of SCM b. Organisational aspects of SCM
Service Chain Management contents
1. Introduction a. Definition of service, the service industry, service types b. Productization of services and servitization of products c. The servitization phenomenon and the Product‐Service System (PSS) d. The PSS Business Model and its main elements: Value Proposition, Relationship
Capital, Infrastructure and Network, Product‐Service (PS) performance management
2. Product‐Service (PS) Value Proposition a. The PS offerings: classification models b. Lovelock’s Matrixes c. Focus: the after sales service offerings
3. Product‐Service (PS) Infrastructure and network a. Main organisational elements of the PS infrastructure and network b. Linking PS infrastructure and network with the offerings: industrial case studies c. Focus: designing and managing the after sales service network
4. Product‐Service (PS) performance management a. Performance management in PSS: a multi levelled and multi dimensional
perspective b. Linking PS strategies with PS performance measurement systems c. Methods, techniques for managing PS performances d. Focus: designing and managing the after sales service performance measurement
system
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5. PSS operations a. PS processes b. Methods for mapping and managing PSS performances: Blueprinting and CCOR c. Linking PS processes with the performance measurement systems: an industrial
case study 6. Service Engineering and re‐engineering
a. Service Engineering: models, methods and tools b. Lean techniques c. Lean techniques in service industry d. Improving PS processes through the lean approaches: an industrial case study
Exams Both parts of the SSCM module will be tested according to the following rules:
• Supply Chain Management: the exam is based on an individual home assignment that will be briefly discussed at the exam session. The course provides the basic elements for the development of the home assignment. The instructions for the home assignment will be distributed during the lectures.
• Service Chain Management: the exam is oral + case discussion. The module mark is given by the average of the marks obtained in the two parts. The mark for the whole course is given by the average of the SSCM module mark and the Operations Management module mark. Texts Supply Chain Management:
• Chopra S., Meindl P., 2006, Supply Chain Management – Strategy, Planning & Operations (third or fourth edition), Pearson Prentice Hall (available on Amazon)
• Complementary material provided by the teachers Service Chain Management
• Patton J.D. and Bluel W. H, 2000, After the sale: how to manage product service for customer satisfaction and profit, The Solomon Press, New York.
• Van Loy B., Gemmel P. and Van Dierdonck R., 2003, Service Management (an integrated approach), Prentice Hall, Pearson Education Limited, England
• Scientific Papers provided by the teachers On line contents Refer to the page of the course for complementary didactic material:
http://www.unibg.it/struttura/struttura.asp?corso=37154
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Teachers Prof. Roberto Pinto – e‐mail: [email protected] Office hours: TBD Prof. Paolo Gaiardelli – e‐mail: [email protected] Office hours: Monday 09.30‐10.30 Dr. Giuditta Pezzotta – e‐mail: [email protected] Office hours: Monday 16.30‐18.30
