RMA – The Next Frontier for Improving the Quality and Productivity of Reverse Logistics Operations
by Michael R. Blumberg
A common expression among Reverse Logistics (RL) professionals is that nothing happens until a product is returned. This is true in part, but experienced RL professionals also know that nothing gets done without a Return Material Authorization (RMA). Anyone who has experienced a situation where a product just shows up on the receiving dock without an RMA knows what I am talking about. As such, the RMA process is one of the most critical elements in the management of the Reverse Logistics (RL) Supply Chain. Full Article
Dean Schiavone, RLA Advisory Board member and former Director of Reverse Logistics for Palm Inc. has recently joined Cisco Systems as Director, World Wide Reverse Logistics. Dean has responsibility for the management of several product return streams including trade in product up until and including disposition to refurbishment, re-sale or recycling.
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? A solid reverse logistics program starts at the beginning with a good return authorization processes. Considerable savings are available through good policy and consistent, well defined procedures. These improved processes will also lead to higher levels of customer satisfaction. Appropriate gate keeping methods are available to ensure you are not accepting unauthorized, invalid and unwanted returns. This article outlines some best practices that leading organizations are using to enhance their Returns authorization processes.
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