A Full Listing Of All Articles
Reverse Logistics Success Quotes to Help Build Your Business Case for Improvements PDF Print E-mail
When building a business case to improve your Reverse Logistics or get funding on technology or software to improve your Reverse Logistics operations, it is often very helpful to have good quotes, references, success stories or case studies to back up your proposal.  Below I have assembled a number of excellent quotes and references you can use to help others understand the opportunity you are presenting:
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Improving Your Retail Reverse Logistics P&L Profits PDF Print E-mail

On May 29th the RLA consumer Electronics committee hosted an interactive webinar where Tim Quinn from BJ's Wholesale Club presented several topics and questions that he seeks solutions for or best practices as he leads a strategic review of the reverse logistics and return functions for his company.  The session was well attended by a number of Reverse Logistics professionals and visitors from the CE committee including retailers such as OfficeMax and Staples.  Below is a quick list of a number of take away "nuggets" that may help you improve your Reverse Logistics operations:

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Best Practices for Advanced Exchange Reverse Logistics PDF Print E-mail
Periodically it is useful to review your current practices against Reverse Logistics industry best practices.  Below are some "valuable nuggets" of information from the recent Reverse Logistics Association Consumer Electronics Committee interactive webinar session on Better Customer Experience around Advanced Exchanges.  The webinar was attended by over a dozen Reverse Logistics Professionals from companies such as Google, Philips, Toshiba, Staples and OfficeMax, who shared their issues, knowledge and experience.  The items are in bullet point format for quick review:
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Expert Advice to Transform Retail Reverse Logistics PDF Print E-mail
How much better would your Reverse Logistics team perform if you had a whole group of Reverse Logistics experts providing you with advice?  Good advice and best practices are hard to find... until now.  The Reverse Logistics Association Consumer Electronics Committee is hosting some very innovative interactive sessions to share experiences and best practices on Reverse Logistics issues.  With the guidance of CE committee co-chair Paul Baum of PlanIT ROI, attendees shared experiences and successes on topics and challenges presented by Chris Galletto, Senior Manager, Reverse Logistics at OfficeMax.  The key discussions of this session were methods to drive, measure and monitor Reverse Logistics performance for a large Retailer.  The session was attended by over one dozen very experienced Reverse Logistics professionals from retailers and manufacturers who all provided a wealth of feedback and wisdom.
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Acer Outlines Service and Reverse Logistics Trends PDF Print E-mail

Mr. Sudipto Ghosh, the Chief Customer Support Officer of Acer India provided the key note presentation in October at the Reverse Logistics Association 2011 conference in Singapore. As part of his presentation, Mr. Ghosh provided some of the key trends and challenges he is facing as the head of service in India. His insights are worthy of discussion and will be important or critical to the ongoing success of most reverse logistics and aftermarket consumer electronics service teams.

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Reverse Logistics Framework: RMA processing, the Heart of Returns Management PDF Print E-mail

“To be or not to be” that is the question for RMAs. The “RMA” (a return material authorization or just “RA” return authorizations) is full of uncertainty. Uncertainty as to whether we want to authorize a return, uncertainty whether we will ever receive the unit, uncertainty what kind of condition it will be in, uncertainty whether we will issue a credit, ship a replacement or do a repair. We are not even certain that an RMA is a formal accounting transaction. Managing uncertainty is much of what we do in reverse logistics, but the RMA is the heart of much of what we do in reverse logistics.

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Product Registration: Time to Re-Visit This Reverse Logistics Opportunity PDF Print E-mail

When was the last time you filled out and mailed in that Product Registration card? “Never” is the answer from most people. Why not just keep the receipt handy? Why bother with the effort just to get on another junk mail list. Not so any longer. A number of trends are now encouraging consumers to complete product registrations and these factors are opportunities for Reverse Logistics teams to reduce returns and decrease costs.

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Returning Thoughts: Reverse Logistics Outlook and Challenges for 2010 PDF Print E-mail

Despite an economically challenging year, a lot of progress was achieved by Reverse Logistics professionals in 2009 to mature, understand and improve our industry. Especially noteworthy, were the great leaps by third party Reverse Logistics service providers (3PSPs) with new and better outsourced service offerings, likely prompted by a recessionary environment and a need for their customers, the manufacturers, to monitor costs much more closely.

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A Universal Reverse Logistics Framework to Improve Your Operations PDF Print E-mail

How well are your Reverse Logistics processes performing?  How do you know where to identify changes that will improve your operations or your Reverse Logistics software?  What Best Practices are others using that you should be incorporating into your returns processing? 

In response to numerous member requests, the Reverse Logistics Association Information Technology Committee is assembling a resource to assist you to analyze your operations.  This resource is a Universal Reverse Logistics Framework Model.

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Retail Returns handling Best Practices from L.L. Bean PDF Print E-mail

Some excellent Reverse Logistics benchmarks and best practices from L.L. Bean for e-commerce retail returns handling and processing from an article by Amanda Loudin from Inbound Logistics.com, DC Solutions.  

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Secrets of Return Allowances PDF Print E-mail

Experts from Philips, Best Buy and Genco share insights on how to utilize Return Allowances to Reduce Reverse Logistics Cost.

Despite good intentions, return allowances, if not done correctly, may not be a good solution to reduce Reverse Logistics costs.   Return Allowances started out as a quick and easy way for a manufacturer to give an allowance to the retailer to manage its returned items, thereby reducing the reverse logistics costs of processing, logistics and transportation for both parties.   The intention of a Return Allowances was to provide a quick and easy way to negotiate a win for everyone. 

However, if not thought through carefully, return allowances can have negative results for both the manufacturer and the retailer.  “Very often they are not saving anyone money”, explained Tony Sciarrotta, Director of Returns Management at Philips.  To help you better understand return allowances, Sciarrotta, John Slothower, Manager of Innovation and Services at Best Buy and Curtis Greve, President of Retail Services at Genco Supply Chain Solutions have shared some of their knowledge, insights and secrets to achieving better return allowances.

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Ease of Use Round Table PDF Print E-mail

The Ease of Use Round Table www.eouroundtable.com has developed a number of great tools and white papers to help you to analyze your product returns, understand why your are getting returns and take proactive action to reduce the returns. 

The Ease of Use Round Table was started in response to data suggesting that Ease of Use was the number two reason that potential new buyers were not buying PCs. Since then, their focus has broadened and participating companies include representatives from the desktop and mobile PC OEMs, server OEMs, IT-solutions providers, peripherals providers, communications equipment OEMs, hand held manufacturers, telecom providers, electronics and CE product providers.  The EOU Roundtable includes companies such as Intel, Microsoft, HP, Dell, Siras, Philips, Access Technologies, Lexmark, Best Buy, Broadcom, Lenovo, LG Electronics, Nokia, Samsung, France Telecom, and Canon


 
Reduce Your No Trouble Found NTF, NPF with a Product Re-Design Tool PDF Print E-mail

Many proactive companies are spending a lot of time trying to determine how to avoid returns.  If you could reduce Your No Trouble Found (NTF, NPF No Problem Found) how much of an impact would that have on your reverse logistics?  Below is a great Product Re-Design Tool and questionaire to help assess your products with the goal of reducing NFT returns.

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What is your Success Rate in Recovering Warranty Credits from your Suppliers (Return To Vendor) PDF Print E-mail
Are you leaving easy money un-recovered? Processing returns for many companies also involves requesting a credit from your manufacturing partners for parts or components your purchased from them for use or resale. Most companies refer to this as Return To Vendor (RTV) processing.  Yet a Warranty Week survey and study is suggesting that most companies fail to achieve a 100% success rate in recovering these warranty credits.
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How to Measure the Progress of Your Reverse Logistics Improvements PDF Print E-mail

Use a maturity model to assess and measure the progress of your Reverse Logistics operations

As you work on improving your Reverse Logistics, one of the challenges is to measure your progress.  A helpful method is to use a progression model.  A Reverse Logistics Progression Model is a strategic framework for the design and improvement of your Reverse Logistics processes, Reverse Supply Chain and your Reverse Logistics relationships, based on the experiences, best practices and knowledge of the industry and the community.  You can use this model to help assess your Reverse Logistics progress and assess your Reverse Logistics maturity.

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ESCA Electronics Supply Chain Association PDF Print E-mail

The Electronics Supply Chain Association, ESCA has very little mention of Reverse Logistics on their website or at their conference agenda for October 2007, but you can bet that most of these electronics industry Supply Chain Professionals are spending more time than they would like dealing with issues related to their Product Returns and Reverse Logistics.

 

ESCA membership offers companies the opportunity to obtain leading edge supply chain information and work collaboratively with other innovators to solve the difficult problems of our industry.
 
Framework To Analyze Your Reverse Logistics PDF Print E-mail

If you need to analyze your Reverse Logistics systems and processes or to develop a Reverse Logistics business case to assess Return On Investment ROI for a project, it is difficult to know where to start.

Developing a Reverse Logistics framework for your company is an excellent way to start your analysis.  A framework diagram and document helps you organize the key areas of all your returns processing.


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Defining Warehousing's Role in Reverse Logistics PDF Print E-mail
A very good article outlining some of the excellent research and findings of James Stock, Professor of Marketing and Logistics at the University of South Florida.

Some highlights are as follows...

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Reverse Logistics - A Motherload Waiting to be Mined PDF Print E-mail

"As companies strive to wring every cent out of their logistics costs, they're increasingly taking a hard look at their reverse logistics practices.  And no wonder  --  they may find a motherlode waiting to be mined."

Inbound Logistics is the source of one of the best, well researched articles on Reverse Logistics.  This article is required reading for everyone in Reverse Logistics.  

The article outlines a list of steps to Get Started In Reverse - action steps to help you "develop and implement an integrated approach to reverse logistics that will lead to increased customer satisfaction, fewer returns, lower costs, and greater return on your assets". 

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Forbes Magazine Suggestions to Reduce Reverse Logistics Costs PDF Print E-mail

Forbes outlines some great suggestions for reducing Reverse Logistics costs:

1. Slash unnessesary returns to reduce credits issued - "A company that currently doesn’t monitor its returns can cut between 15% and 30% in credit issuance by correcting this process"
2. Further recommendations in the following list:

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Forbes Magazine Outlines the Reverse Logistics Opportunity for 3PLs PDF Print E-mail
Forbes magazine outlines or benchmarks some of the opportunities for 3PL's providing Reverse Logistics services such as:

"3PLs themselves realize from 12% to 15% profits on this business"

 

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Topic Search of Reverse Logistics PDF Print E-mail

You can search for information about Reverse Logistics by Topic:

1.  Search - there is a search field at the top of each page.  A powerful advanced search is listed in the menu.  Each article utilizes keywords to help your search.

2.  Tags - try our great new Tags feature.  Just click on a Tag below to take you to a listing of all content with the Tag you selected.  Tags can also be found at the end of each article in the site.  A list of all Tags can be found in the Tag Cloud

Common Topics tags and keywords are:

policy, customer service, RMA, authorization, return, receive, ship, credit, inspection, sort, test, refurbish, resell, inventory management, benchmark, key performance indicator, best practices, Tips, outsource

If you want to suggest a new Tag, please contact us or This e-mail address is being protected from spam bots, you need JavaScript enabled to view it .

 
Industry Search of Reverse Logistics PDF Print E-mail

You can search for information about Reverse Logistics by Industry by using:

1.  Search - there is a search field at the top of each page.  A powerful advanced search is listed in the menu.  Each article utilizes keywords to help your search.

2.  Tags - try our great new Tags feature.  Just click on a Tag below to take you to a listing of all content with the Tag you selected.  Tags can also be found at the end of each article in the site.  A list of all Tags can be found in the Tag Cloud

Common industry tags and keywords are:

3rd Party Service Provider, computer, consumer electronics, consumer goods, electronics, high tech, manufacturing, retail, telecom, wireless 

If you want to suggest a new Tag, please contact us or This e-mail address is being protected from spam bots, you need JavaScript enabled to view it .

 
Reduce Your Reverse Logistics Costs by Improving Your Returns Authorization Processes PDF Print E-mail
Are you treating your customers too well? Will you let them return anything just to ensure you maintain your happy customers? Will your Reverse Logistics group accept any returned goods without question? Do you think you are handing out credits far too often?
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Report: Why Mattel’s Reverse Logistics Team Gets All the Resources They Need PDF Print E-mail

While the Reverse Logistics teams at most companies are resource strapped and operating on shoestring budgets, Nancy Maclean’s team at Mattel gets all the resources she needs.

Maclean and her team have developed a very effective program to monitor, manage and prevent Returned Goods. Their work has resulted in a reduction in Mattel’s cost of defective returns by over 50% over the last 5 years.

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Maximizing Recovery While Minimizing the Environmental Impacts for Reverse Logistics PDF Print E-mail
How can we recover the highest value for our returned goods if we are trying to protect the environment as well? Will environmental initiatives result in significant additional costs and efforts for reverse logistics processing?
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Reverse Logistics Tips from the Pros in Singapore PDF Print E-mail
The Asia Pacific region is a complex market with diverse cultures and a large geographic size. These features present some very unique Reverse Logistics challenges.
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Report: Reverse Logistics Tips from the Pros PDF Print E-mail
I had the honor of speaking and teaching Reverse Logistics at the Reverse Logistics Conference and Expo in Amsterdam 2005 hosted by the Reverse Logistics Association.  I also had a chance to learn from many other Reverse Logistics Professionals and I just had to pass some of the knowledge I gained.
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Six Reverse Logistics Tips for Better Replacement Inventory Management PDF Print E-mail
When a customer is on the phone with a warranty issue that requires a replacement product, they are looking to be satisfied immediately. Often however, this is a difficult challenge due to the high cost, limited resources and low inventory levels allocated to manage your replacements.
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Report: Successful Reverse Logistics for e-Commerce Retailers PDF Print E-mail
If you run an e-Commerce retail store, product returns are unavoidable. Reverse logistics in an e-tail environment is a challenging part of your business. Customer service is essential to getting and keeping your on-line customers. The handling of your customer product returns is an essential component of your customer service program.
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Harvard says Big Dividends Available in Reverse Supply Chain PDF Print E-mail
If you are building your business case to improve your Reverse Logistics, a reference article from Harvard Business Review might help convince your CEO, CFO and senior management team of the value available from investing resources in your Reverse Supply Chain. If Reverse Logistics is a topic worthy of an article in the Harvard Business Review, it must be a topic worthy of your senior management’s attention.
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Report: Leveraging Technology in Reverse Logistics PDF Print E-mail
Handling product returns is tricky. Assembling technology to help you effectively manage your Reverse Logistics is even trickier.

The good news is that the technology changes over the past several years have resulted in some excellent opportunities to leverage technology to improve your Reverse Logistics processes.
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Enhance Your Profits By Improving Your Reverse Logistics - Seminar by Paul Rupnow PDF Print E-mail
Paul Rupnow will be teaching a seminar to enable you to Enhance Your Profits By Improving Your Reverse Logistics at the Reverse Logistics Association Trade Show Amsterdam at the Dorint Sofitel Airport Hotel in Amsterdam, June 27-29, 2005.

Learn more about the Seminar
 
Report: The Need For Speed in Reverse Logistics PDF Print E-mail

One of the quickest and best opportunities for profit in your reverse logistics operations is available in the area of inventory asset disposition. One of the best ways to enhance the disposition value of your refurbished goods is through speed. The "Need for Speed" should be one of your top 3 objectives in your Reverse Logistics processing operations.

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Returns Management Tactics from Philips PDF Print E-mail

A great deal of Reverse Logistics success can be achieved by focusing on Returns prevention.  Philips Consumer Electronics began its Return rate reduction initiatives by understanding what was causing the Returns and seeking ways to avoid or prevent Returns. 

This case study written by Tony Sciarrotta from Philips is a must read of all Reverse Logistics professionals.

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Feedback Request: Reverse Logistics IT Standards??? PDF Print E-mail
Do you think Standards could help your Company improve your Returns operations?  What industry standards are you using?  What areas do standards exist?  What will be the benefits?
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Report: 7 Steps to Successful Reverse Logistics Operations PDF Print E-mail

How well are you managing your Reverse Logistics Operations? How do your operations people determine the best course of action for that pallet full of returned goods that just arrived?

Returns operations and processing is an emerging topic that has been neglected for a long time. There is no school for reverse logistics, no rules or methods, and no best practices or comparisons. How do you know WHAT you should be doing? How do you know HOW WELL you are doing?

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Reverse Logistics Professional Editor to Appear on Conference Panel PDF Print E-mail
Vancouver, BC, January 26, 2005: Reverse Logistics Professional Editor Paul Rupnow will be participating on an industry panel entitled "Reverse Logistics IT Standardization" at the upcoming Reverse Logistics Conference & Expo in Las Vegas....
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Reverse Logistics Research PDF Print E-mail
I have been asked for assistance by a graduate student doing her masters thesis on Reverse Logistics. She is preparing a survey and would also like to interview a few companies to study the cost analysis used to decide between managing Reverse Logistics in-house vs. outsourcing.

If you are interested in helping further research on our emerging industry, please let me know. Even if you only have a few minutes to speak on the phone with her. Your assistance will help us all! Just drop me an This e-mail address is being protected from spam bots, you need JavaScript enabled to view it

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What Your Returns are Telling You PDF Print E-mail
Andlor Logistics Systems associate Mike Mannella recently wrote a feature article for APICS magazine entitled “What your returns are telling you”. Mike outlines the three principal approaches that companies undertake when attempting to reduce the serious impact that product returns have on an organization.
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Report: "Returning" to Profitability PDF Print E-mail
A Reverse Logistics white paper outlining the impact of improving product returns processing. This article was originally printed in a monthly newsletter publication for the Canadian Manufacturers & Exporters - BC Division
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Updated Reverse Logistics Professional Website Now Online PDF Print E-mail
Vancouver, BC, March 23, 2004: Reverse Logistics Professional today announced the release of a new version of the popular reverse logistics information website. The updated website now offers...
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Report: The Reverse Logistics Opportunity For 3PLs PDF Print E-mail

CEOs and the senior management of 3rd Party Logistics Providers (3PL's) and Outsourced Service Providers (3PSP's) need to take a close look at Reverse Logistics as an excellent strategic source of value added revenues. To help you understand Reverse Logistics Services we have created an introductory report:

The Reverse Logistics Opportunity - What Is Reverse Logistics, Who Needs Help, And Why You Need To Do It

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Case Study: SMC Networks Returns Management System PDF Print E-mail
Learn how SMC Networks, a leading provider of Networking and Wireless Networking solutions manages the complexities of product returns with a dedicated Reverse Logistics Management system software and reduced their processing costs by 50%.
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Reverse Logistics Professional Report Now Available PDF Print E-mail

Vancouver, BC, January 29, 2004: Reverse Logistics Professional is now available to the reverse logistics industry. Reverse Logistics Professional is a report of business issues and strategies for managing product returns...

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