Study the following sources:
Navin Chandra, "Social Media as a Touch Point in Reverse Logistics: Scale Development and Validation", International Journal of Business Research, Volume 11, Number 3, 2011.
Singh, R. Paul, "How Can Social Media Data and Analysis Improve a Company's Bottom Line?", Siliconindia, Aug2011, Vol. 14, Issue 8, p42-43.
Use of social media in logistics: http://www.eroutingguide.com/files/Social-Media-for-Logistics-eBook.pdf
Use of social media in logistics: http://blog.gopenske.com/logistics/social-media-use-rising-in-logistics/
Use of social media in logistics: http://www.afcea.org/signal/articles/templates/Signal_Article_Template.asp?articleid=2576&zoneid=313
Use of social media in logistics: http://www.rmmlondon.com/clients/does-logistics-love-social-media/
Social media and supply chain: http://logisticsviewpoints.com/2011/11/16/supply-chain-executives-define-social-media-too-narrowly/
Social media and marketing: http://www.information-management.com/blogs/social-customer-experience-CRM-marketing-10021714-1.html
Decision making tools-Decision Matrix: http://asq.org/learn-about-quality/decision-making-tools/overview/decision-matrix.html