Reverse Logistics Management: Beyond 3.4 Defects per Million

摘要

One way to reduce returns of defective products is to focus on quality control in the production supply chain. But returns may occur for other reasons; there will always be some returns. It's good business to improve the customer's return experience, i.e., better reverse logistics through a focused reverse logistics department. A literature review suggests four best-practices in reverse logistics: Managing all aspects of the returns process; providing strong leadership; focusing on customers and policies; and recognizing that reverse logistics is not the forward process in reverse. Combining these with double loop learning, i.e., in-depth understanding of the "cause" in cause-and-effect, can help assure a significant improvement in reverse logistics management. Finally, the reverse logistics process should be reviewed annually to keep current with market changes and technology.