January 2007
RLA Newsletter — Issue 31
Editor: Chris Morrow

RLA Newsletter

Featured Article

The Five Cs of Outsourcing

by Mark DeLong, Bob McCallister, Brad Hendrick

A young executive gazes absentmindedly out his airplane window as his fingers drum on the top of his closed laptop. He looks at his watch and thinks of his wife and kids just getting home from a soccer game. This is the third trip this month he's made to his company's off-shore call center. He knows his company is saving money by locating its call center there, but he wonders if it's really worth it; the travel, the phone calls in the wee hours of the morning and the comments from customers who have become frustrated by multiple calls to get what they need. He wonders if there isn't a better way.  Full Article

New RLA Focus Committees

Focus committees provide a standing forum for RL industry professionals to meet on a regional and global basis to discuss common RL issues such as best practices, regulations (worldwide and regional), customer satisfaction and processes that can reduce costs.

The Reverse Logistics Association has recently created the IT Solutions Focus Committee aimed at addressing the IT Applications needs of OEMs, Retailers, and Service Providers in the area of reverse logistics. The Committee is chaired by Lee Norman of ClearOrbit, Inc., and provides a forum for RL professionals to discuss software and applications issues that affect industry processes.

The Standards Committee is organized to explore and promote cross industry standards that facilitate RL process optimization. The Committee, co-chaired by Ken Purfey of AICPA and Emily Rodriguez of The Results Group will develop a common understanding of the process requirements then promote the adoption of standardized forms and data-sets. The results of this committee shall comply with the guidelines of the Open Source Initiative.

Automated Product Warranty Registration, Storage and Retrieval

As we look across the consumer electronics and appliances industries today, we see a need for automated product warranty registration, storage and retrieval. Such an automated system would potentially simplify initial warranty registration submission, recording and processing for both product companies and their customers. The system could also strengthen financial reporting compliance with Sarbanes-Oxley regarding warranty reserves and other analytical aspects. Additional benefits could include reduced distribution costs, improved data integrity, and enhanced customer satisfaction leading to repeat purchases. The key to realizing these benefits is standardizing the vocabulary and data-set definitions used in product warranty registrations and product return authorizations.

The Standards Committee would like your feedback on the need for such a system, the functions and features it would need to have, and the vocabulary and data-set definitions that would be required for successful operation.

Please take the time to complete the questionnaire.

Reverse Logistics Seminars

The Reverse Logistics Seminars are one-day events held at key industry locations creating easy access for anyone interested in learning best practices and strategies in reverse logistics.

The seminars cover topics that are pertinent to OEMs, Retailers, Branded Companies and Third Party Service Providers including Returns Processing, Depot Repair, Customer Service, Warranty Support, Asset Management and many more. Do not miss out on the opportunity to hear directly from industry leaders as they tackle the major issues in reverse logistics!

"The presentations at the Reverse Logistics Seminar were informative and pertinent. I definitely recommend these events to my RL colleagues." Arthur Teshima, Business Development Executive, Bell Tech.logix.

The highlight of each RL Seminar is the facility tour showcasing some of the most efficient return, repair and services operations. Past tours have included Best Buy/GENCO, Appleseed's, Sun StorageTek, FedEx Memphis Hub, AER Worldwide and Image Microsystems.

Check out the 2007 Seminar Schedule for more information.

Industry Events
Reverse Logistics Survey

Last Chance to complete the RL Survey and enter in the drawing for iPod™ Nano and two $100 AmEx Gift Cards. This short survey will help us learn more about your Reverse Logistics processes, so that we may serve you better. Please take a few minutes to complete the survey now. The first 200 completed surveys submitted will receive a LED flashlight.

Click HERE to complete the survey.

iPod is a registered trademark of Apple Computer, Inc. All rights reserved.

Industry Insight

Reverse Logistics: The Least Used Differentiator

by Rodney Moore

An opportunity to generate additional revenue, differentiate market position and support product demand is available to companies in the form of reverse logistics. It is estimated that reverse logistics costs account for almost one percent of the total United States gross domestic product and is rapidly becoming an integral component of retailers' and manufacturers' profitability and competitive position. Product returns are the most common aspect of reverse logistics; yet, most companies do not handle returns well because it is not a part of their core competency.  Full Article

RLTS Las Vegas Conference & Expo 2007

The Riviera Hotel
February 5-7, 2007

Over 100 Exhibitors — More Than 1000 RL Professionals Attending!

Join us in Las Vegas at the 4th Annual RLTS Conference and Expo. Reverse Logistics Association is offering three full days of RL immersion starting with two days of sessions and expo followed by post-conference RL Workshops.

Arrive early to have some fun before the conference starts. Imagine Super Bowl Sunday in Las Vegas—entertain your clients with the celebrations at the Riviera Hotel.

The RLTS conference kicks off on Monday with sessions presented by RL professionals, leading academics and panel discussions. The day concludes with a roundtable discussion with each of the speakers. Take advantage of this opportunity to delve into the issues and to network with others who share your interest in a particular topic.

Visit the Exhibition Hall where OEMs, ODMs, Branded Companies and Retailers can find 3PSPs that can manage RL in the Americas, along with identifying solutions for Europe and the Far East. Exhibitors will be showcasing their RL services and solutions.

For those who like one-on-one time with their clients, join us at RLA Golf Tournament being held on Wednesday. Wednesday also offers the Post-conference Workshops.

If you are a Reverse Logistics professional – don't miss this event!

Have an interesting story to share? Want to be part of this event? RLTS speakers receive many benefits.

For more information and complete details, visit www.RLTShows.com.

What's New at RL Quote?

We're good at connecting you with OEMs who need your services... right now.

RL Quote gives you the tools to identify and build relationships with the right customers for your business. You will have access to RFIs and provide responses with complete confidentiality, all online.

RL Quote is available for all manufacturers and retail companies at no cost. 3PSPs that are members of RLA can respond to these RFIs:

  • Leading Telecom Company Seeks Forward & Reverse Warehousing Solution

Get details on RL Quote.

Industry News Highlights

RLA Links


Disclaimer - Reverse Logistics Association and its agents used their best efforts in collecting and preparing the information published herein. However, Reverse Logistics Association does not assume, and hereby disclaims, any and all liability for any loss or damage caused by errors, whether such errors resulted from negligence, accident, or other causes. Furthermore, the opinions and commentary of the RLA News may or may not be the opinion of Reverse Logistics Association (RLA) and RLA does not assume any affiliation with any of the above named companies by default of publishing this Newsletter.

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