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UNIT I INTRODUCTION 
Definition and Scope of Logistics – Functions & Objectives – Customer Value Chain – Service
Phases and attributes – Value added logistics services – Role of logistics in Competitive strategy –
Customer Service
UNIT II DISTRIBUTION CHANNELS AND OUTSOURCING LOGISTICS 
Distribution channel structure - channel members, channel strategy, role of logistics and support in
distribution channels. Logistics requirements of channel members.
Logistics outsourcing – catalysts, benefits, value proposition. Third and fourth party logistics.
Selection of service provider.
UNIT III TRANSPORTATION AND PACKAGING 
Transportation System – Evolution, Infrastructure and Networks. Freight Management – Vehicle
Routing – Containerization. Modal Characteristics, Inter-modal Operators and Transport Economies.
Packaging- Design considerations, Material and Cost. Packaging as Unitisation. Consumer and
Industrial Packaging.
UNIT IV PERFORMANCE MEASUREMENT AND COSTS 
Performance Measurement – Need, System, Levels and Dimensions. Internal and External
Performance Measurement. Logistics Audit. Total Logistics Cost – Concept, Accounting Methods.
Cost – Identification, Time Frame and Formatting.
UNIT V CURRENT TRENDS 
Logistics Information Systems – Need, Characteristics and Design. E-Logistics – Structure and
Operation. Logistics Resource Management eLRM. Automatic Identification Technologies. Reverse
Logistics – Scope, design and as a competitive tool. Global Logistics – Operational and Strategic
Issues, ocean and air transportation. Strategic logistics planning. Green Logistics 

SERVICES OPERATIONS MANAGEMENT

UNIT I INTRODUCTION 
Services – Importance, role in economy, service sector – growth; Nature of services -Service
classification , Service Package, distinctive characteristics , open-systems view; Service Strategy –
Strategic service vision, competitive environment, generic strategies, winning customers; Role of
information technology; stages in service firm competitiveness; Internet strategies - Environmental
strategies.
UNIT II SERVICE DESIGN 
New Service Development – Design elements – Service Blue-printing - process structure – generic
approaches –Value to customer; Retail design strategies – store size – Network configuration ;
Managing Service Experience –experience economy, key dimensions ; Vehicle Routing and Scheduling
UNIT III SERVICE QUALITY 
Service Quality- Dimensions, Service Quality Gap Model; Measuring Service Quality –SERVQUAL -
Walk-through Audit; Quality service by design - Service Recovery - Service Guarantees; Service
Encounter – triad, creating service orientation, service profit chain; Front-office Back-office Interface –
service decoupling.
UNIT IV SERVICE FACILITY 
Services capes – behaviour - environmental dimensions – framework; Facility design – nature,
objectives, process analysis – process flow diagram, process steps, simulation; Service facility layout;
Service Facility Location – considerations, facility location techniques – metropolitan metric, Euclidean,
centre of gravity, retail outlet location , location set covering problem
UNIT V MANAGING CAPACITY AND DEMAND 
Managing Demand – strategies; Managing capacity – basic strategies, supply management tactics,
operations planning and control; Yield management; Inventory Management in Services– Retail
Discounting Model, Newsvendor Model; Managing Waiting Lines –Queuing systems, psychology of
waiting; Managing for growth- expansion strategies, franchising , globalization.

SUPPLY CHAIN MANAGEMENT 

UNIT I INTRODUCTION 
Supply Chain – Fundamentals –Evolution- Role in Economy - Importance - Decision Phases - SupplierManufacturer-Customer chain. - Enablers/ Drivers of Supply Chain Performance. Supply chain strategy -
Supply Chain Performance Measures.

UNIT II STRATEGIC SOURCING 
Outsourcing – Make Vs buy - Identifying core processes - Market Vs Hierarchy - Make Vs buy continuum
-Sourcing strategy - Supplier Selection and Contract Negotiation. Creating a world class supply baseSupplier Development - World Wide Sourcing.
UNIT III SUPPLY CHAIN NETWORK 
Distribution Network Design – Role - Factors Influencing Options, Value Addition – Distribution
Strategies - Models for Facility Location and Capacity allocation. Distribution Center Location Models.
Supply Chain Network optimization models. Impact of uncertainty on Network Design - Network Design
decisions using Decision trees.
UNIT IV PLANNING DEMAND, INVENTORY AND SUPPLY 
Managing supply chain cycle inventory. Uncertainty in the supply chain –- Analyzing impact of supply
chain redesign on the inventory - Risk Pooling - Managing inventory for short life - cycle products -
multiple item -multiple location inventory management. Pricing and Revenue Management
UNIT V CURRENT TRENDS 
Supply Chain Integration - Building partnership and trust in SC Value of Information: Bullwhip Effect -
Effective forecasting - Coordinating the supply chain. . SC Restructuring - SC Mapping -SC process
restructuring, Postpone the point of differentiation – IT in Supply Chain - Agile Supply Chains -Reverse
Supply chain. Agro Supply Chains.