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Reverse Logistics: Backward Practices that Matter
American Productivity & Quality Center (APQC), Aug 2007, Pages: 118
The purpose of this study was to learn how leading-edge organizations maximize value recovery by implementing responsive, cost-effective, and efficient channels for the backward flow of returns. The focus included investigating how successful enterprises structure their reverse logistics programs and examining how data obtained through well-managed reverse supply chains can be used to improve products, services, and customer interactions. By looking at emerging best-practice organizations, the study aimed to identify ways to design, gain stakeholder support for, and implement reverse logistics strategies that improve profitability and lead to innovative customer retention initiatives.
Supplemented with thought leadership from WERC, Reverse Logistics: Backward Practices That Matter uncovers how best-practice organizations design, establish, enable, and measure service-oriented reverse logistics and disposition strategies that minimize cost and liability while maximizing reverse velocity, profitability, asset value recovery, and customer loyalty.
Key Findings:
- Awareness of the importance of reverse logistics must be raised to a high level in the organization.
- A reverse logistics effort must be championed by senior management and supported by cross-functional teams.
- Reason codes should be used to identify and solve problems that cause returns.
- A disposition strategy should be an integral part of the reverse logistics strategy.
- Understanding cost is the primary prerequisite to effectively assessing a reverse channel.
- Someone must have ultimate accountability for returns and returns policy.
- Education and collaborative practices between supply chain partners work.
- Returns information should be visible and traceable throughout the reverse channel.
- Supply chain partners integrate reverse logistics systems and processes to support collaborative returns management initiatives.
- A focus on process (instead of silo activities) ensures that desired reverse practices are executed successfully.
- Rigorous, targeted, and visible key performance indicators allow for optimized reverse logistics performance.
- The reverse logistics effort must strive for continuous, sustainable improvement.
“A successful physical reverse network minimizes expense and liability while maximizing reverse velocity, profitability, and asset value recovery. Such programs ultimately lead to innovative practices that improve customer satisfaction and customer loyalty.”- -Subject matter expert Cheryl Harrity
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