Returns Management Best Practices

With greater than 10 percent of corporate revenues spent on returns management[1],
it is vital for executive leadership to focus their efforts on this important part
of the supply chain. In addition to margin improvements, effective returns management
practices positively impact the customer experience, help drive repeat purchase, as
well as, enhance a firm's brand and reputation for acting responsibly in the
circular economy.

Too often the importance of the reverse supply chain is overlooked (lack of
investment, talent/resource shortfalls, disparate technologies, etc.) and a holistic
view, one that utilizes five lenses, is never achieved. To take advantage of leading
practices we must look at how People, Process, Technology, Policy and Metrics
support the overarching strategic objectives of your business.

When looking to get a leg up on the competition, many companies find improved
returns management practices can be the catalyst/differentiator. To achieve
greatness in this domain, companies must first understand their returns management
strategy, then establish the necessary supply chain capabilities and refine the
metrics needed to answer the "what does good / great look like?" question. Typical
topics for consideration include Labor Management and Workforce Flexibility,
Proactive Transportation Management, Secondary Market Strategies, and Consumer
Market Engagement.

Presented by Paul Adamson, CRO, America's Remanufacturing Company

[1] Ashutosh Agrawal: "Turn Your Reverse Supply Chain into a Profit Center"; CSCMP
Supply Chain Quarterly; Q1 2012