Supply Chain Management

SCM 4301 | SHIP/DELIVER

Global Logistics Management

Providing Customer Service

Course Overview

SCM 4301 explores the strategic and operational principles of logistics management within global supply chains with the purpose of meeting customer needs. Students will examine how organizations design, manage, and optimize the movement and storage of goods, services, and information across international networks. The course emphasizes the critical role logistics plays in customer satisfaction, cost efficiency, and competitive advantage — making it essential for both manufacturing and service-based organizations.

Course Purpose

This course provides students with a comprehensive understanding of logistics systems and their role in enabling end-to-end supply chain performance. Students will learn to evaluate and manage transportation, warehousing, inventory, and distribution strategies in both domestic and global contexts. The course also highlights the importance of customer service and customer management as core components of logistics strategy, reinforcing the connection between logistics execution and customer experience.

Topics include:

• Supply Chain Logistics Systems and Network Design
• Global Supply Chain Complexity and Risk
• Customer Service and Customer Management in Logistics
• Forecasting and Demand Planning Review
• Transportation Modes, Management, and Cost Analysis
• Facility Location and Distribution Strategy
• Inventory Management and Optimization
• Warehousing Operations and Fulfillment Models
• Logistics Technology and Automation
• International Logistics and Trade Compliance
• Performance Metrics and Continuous Improvement

Learning Objectives

Upon successful completion of this course, students will be able to:

• Explain the strategic role of logistics in global supply chains.
• Analyze the relationship between logistics performance and customer satisfaction.
• Evaluate transportation options and make cost-effective mode and routing decisions.
• Design distribution networks and assess facility location trade-offs.
• Apply inventory and warehousing strategies to meet service and cost objectives.
• Understand the global dimensions of logistics, including trade regulations and cross-border challenges.
• Use logistics technologies and data to improve visibility, responsiveness, and efficiency.
• Assess logistics performance using key metrics and identify areas for improvement.
• Understand how logistics decisions impact other supply chain functions and overall business strategy.
• Demonstrate critical thinking and problem-solving skills through applied logistics scenarios.

Experiential Learning & Industry Engagement

SCM 4301 is designed to bridge theory and practice. Students will:

• Interact with guest speakers from leading logistics and supply chain organizations.
• Participate in field visits to observe logistics operations in real-world settings.
• Engage in a comprehensive group case analysis based on real business challenges.
• Collaborate on applied projects that simulate logistics decision-making in dynamic environments.

These immersive experiences are designed to build the analytical, communication, and leadership skills needed to succeed in logistics and customer-facing supply chain roles.

Course Format & Assessment

Students are provided with course notes, textbook resources, and lectures. Grades are typically based on:

• Class assignments and applied exercises
• A team-based logistics case analysis
• Participation in immersive learning activities
• Three progressively weighted exams