A Simulation-based Optimization Study in Return Merchandise Authorization Processes

摘要

Increased attention has been paid to the reverse logistics process involving product returns given the importance of customer satisfaction, product quality, and product recovery for environmental and economic reasons. This has led companies to investigate their capacities in remanufacturing and refurbishing processes. In this paper, a refurbishing process is analyzed in an after-market service facility processing end consumer electronics. In particular, a simulation model using Simio is developed to measure the performance of the system in its current state. In addition, a simulation-based study is presented where several alternatives are proposed, and the impact of system modifications is evaluated with respect to throughput and utilization. In addition, tasks to be done in future research are discussed.