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IMS1 2011

Customer Service and Supply Chain Management

Spring 2011

Professor: Dr. Faizul Huq Office Hours:

Office: ESC Pau by appointment
Phone: (740)593-9352 (email works great)
Fax: (740)593-1388

Course Description

This course is very relevant to any manager, whether in a service organization or in a manufacturing
company. This course provides a survey of concepts and issues involved in managing an
organization’s supply chain that are directly related to producing and delivering its products or
services. Managing resources and supply chain dynamics are key focus of this course. Among the
issues discussed are the strategic role of a supply chain, key strategic drivers of supply chain
performance and common problem-solving approaches that help supply chain and logistics
professionals make better decisions. Topics include supply chain design, planning, and
operation,facilities, inventory, transportation, information management, and coordination in the supply

1. Appreciate the variety of issues involved in supply chain management.

2. The strategic importance of good SCM and how to use it as a competitive advantage..

3. How the drivers may be used at a practical level to improve SC performance.

4. An understanding of the analytical methodologies in the managerial context.

5. Tying everything together to better coordinate the SC dynamics.

You should have a basic understanding of simple algebra and probabilities. You should be able to
rearrange terms in an equation, understand a Normal probability distribution, and look up values in a
Z-table and t-table. I will make myself available to help if you have problems with any of these.

Class attendance will be taken at every class meeting. If you must miss a class period due to work or
some other valid reason, it is up to you to get the class notes from another student for the class that you
missed. If an assignment is due on the date you miss, you should plan on turning it in early. Points
will be deducted for late assignments. Since we will have many discussions during class, it will be in
your best interest to miss class as little as possible.


1. Text: Supply Chain Management:Startegy, Planning, and Operation. By Sunil Chopra and
Peter Meindl, Third Edition, Prentice Hall.
2. Text: Logistics and Supply Chain Management: Creating Valu-Adding Networks. By Martin
Christopher. Prentice hall.
3. The Internet Search Engines
4. Youtube

Case 25%
Take Home Exam 25%
Team Project 50%

A = 90% and above

B = 80% - 89%
C = 70% - 79%
D = 60% - 69%
F = less than 60%
IMS1 SCM -- Spring 2009
Day Topic Lecture material
Jan 24 Understanding the Supply Chain Download Handout 1 from Website

Jan 25 Supply Chain Performance Strategic Download Handout 2

Fit and Scope
Cases: Zara, and Walmart

Jan 26 Supply Chain Drivers and Metrics Download Handout 3

Jan 27 Designing Distribution Networks Download Handout 4

Cases: E-Business Dell Computer,

Jan 28 Managing Economies of Scale in a SC Download Handout 5 and 6

Managing Uncertainty in the SC
Cases: Proctor and Gamble, Nike

Feb 14 Optimal Level of Product Availability Download Handout 7

Take Home Exam Handed Out

Feb 15 Transportation in a Supply Chain Download Handout 8 and 9

Feb 16 Information Technology in a SC
Cases: Cisco Systems, Gateway

Feb 17 Coordination in a Supply Chain Download Handout 10

Feb 18 Beer Game
Take Home Exam Due

See Project Guidelines and Rubric for developing the Team Project.
Supply Chain Management Group Project
Basic information:

• Each student will be in a group of 4/5 students and will submit to me the
name of their group and group members by January 25.

• All group members are expected to contribute equally to group projects. A

peer evaluation form is included on the last page of the syllabus and should
be turned in by the last day of class. In a situation where there is a consensus
from all group members that a member did not complete their fair share of
the work, I may adjust the grade for that particular group member.

• Teams are responsible for submitting to me by e-mail the name of the

company that they will be focusing their group projects on no later than
January 27.

• The Grading scale is provided in course outline

Report information:

• For the group project, each group is responsible for submitting a written
report on the due date. Your report will be graded on your ability to
thoroughly analyze the company, organize the necessary information and
develop strong recommendations.

• Each report should be a MAXIMUM of 10 pages, double spaced, 12-point font

with normal margins. A maximum of 5 exhibits may be added and should be
referenced within the report.

• The Executive Summary should be written in business report format. The

report should include but is not limited to a title page (not counted in page
count), introduction, main body, recommendations, and conclusions. You may
use headings to organize your report

• Because the group project involve actual companies, it is critical that all
group members be involved in researching the company and understanding
the processes. Although it may be helpful for one or more group members to
draw on job experience for group projects, it is not acceptable to only draw
on previous experience in writing your report. Revisiting the business is
necessary to get complete and updated information.

Discussion Questions
1. Choose a company from business or personal experience. Briefly describe
the company, goods and/or services it produces, and major competitors.

2. Identify the key suppliers and customers of your company. Gather as much
information as you can about the relationships between the company and these
supply chain members.

3. How involved are the suppliers and customers in daily operations. Describe
the ways that customers and suppliers influence the decisions being made
within the company.

4. Describe how the company manages inventory. Discuss how they know how
much and when to order certain products. Who handles this function within the
organization and what is the process that they use to manage the different
types of inventory. Is an ABC analysis in any form used?

5. Describe the types of technology that the company uses to manage their
supply chain?

6. What other challenges does the company face in managing their supply
chain? List some recommendations, changes, or improvements that you believe
should be implemented.

7. Write a one-page memo to the company president or manager that

summarizes your recommendations.

Assume that your group has been given $10,000 for each group project as a
consulting fee. Divide the money among your group based on the quality and effort
of each team member’s contribution. This evaluation is due to the instructor
during the last class and will be used to adjust case grades. Please justify your

Group Group
Project Project
1 2

Your name: _____________________________

_ ______ ______
Team _____________________________
members: _ ______ ______
_ ______ ______
_ ______ ______
_ ______ ______
_ ______ ______

$10,000 $10,000

Grade Breakdown for Supply Chain Group Project

Team Name:

_______ Organization of Report - 5 points

_______ Quality of Writing (spelling, punctuation, organized thoughts and ideas,

etc.) - 10 points


_______ How well did you describe your company including its background,
goods and/or services and competitors? – 10 points

_______ How thorough were you in analyzing the company’s supply chain
including the types and names of suppliers and customers, decision-
making, relationships and technologies? – 20 points

_______ How well did you describe how the company manages their inventory
including their ordering policies? - 20 points

_______ How well did you determine the supply chain challenges that the
company faces and how strong and thorough were your suggestions for
improvement? – 20 points

_______ Did you communicate these recommendations clearly and effectively in

your memo to the manager? - 5 points

_______ What level of creativity and extra effort did your group put into the
report beyond the discussion questions? – 10 points

__________ Total – 100 points