Tim O’Dwyer of Dell gives a presentation about reverse logistics challenges facing all companies. He explains the problems of maintaining high quality in both products and services while keeping costs down. He ties the service aspects in with product aspects while involving partners such as vendors and sales organizations in cost and services sharing, which aids in honoring warranties and maintaining price protection. Tim also goes on to explain that desired growth in emerging markets involving forecast accuracies, business strategies, and other legal and cultural aspects brings with it even more complex reverse logistics from these new markets. Customers are part of the process so customer satisfaction is strengthened when the process is made flexible to fit the customer’s needs. Inclusion of environmental concerns in the numerous aspects of the process are needed, such as proper disposal of hazardous materials, energy conservation, and lessening the amounts of waste materials to landfills, etc., which all help to protect the environment, especially through proper compliance with government directives. More involvement by 3PSP’s, 3PL’s, as well as corporate upper management in the RL process will get these challenges resolved and better solutions implemented. (25 Pages)
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