TRIGGER 3
Problem:
How to improve the reverse logistics process?
Learning Objectives:
Delivery terms
Return policy
3 R's
Customer service in reverse logistics/returns
EU
E-commerce
Reverse logistics
How to implement the 3 R's in the reverse logistics process.
Define the 3 R's theory:
The 3 R's are:
responsiveness:
Responsiveness is what you do to capture your customers. To get the customer what they need, when they need it. At the core of responsiveness, you have the supply chain agility. If what you are doing is crushing your margins or impacting other customers you have, then you need to change your supply chain's agility. (Jones, C. 2014.)
Supply Chain Agility: is one of the three key attributes of any supply chain which also includes flexibility and strength. The most mature definition of agility is "the ability to recalculate plans in the face of market, demand and supply volatility and deliver the same or comparable cost, quality and customer service."(supplychainsinsights, 2012.)
reliability:
This is about the consistency to keep the customer. Even if you've captured the customer, you need to be reliable, to keep your customer. You can serve a customer well for many times, but even if you mess up only once, you can loose them strait away. Culturally we have shifted away from loyalty to more a mentality of ''what have you done for me lately''. This makes reliability ever more so important. (Jones, C. 2014.)
and relationship:
At this stage you ''own'' the customer. When you achieve this stage you become a collaborator instead of just being a supplier. It's about delivering more then just the product, but delivering all the elements a customer needs, to get the value they want from the products they are buying. (Jones, C. 2014.)
Pros and cons of e-commerce and regular stores from the logistics point of view.
Pros of an e-commerce business is the elimination of the geographical limitations, gaining more/new customers with the Internets visibility, reducing cost for maintenance and mortgage, a higher capacity of deliveries and for goods. The cons are, not having a personal touch of physical retailers, delaying deliveries of goods and/or services, limiting availability for some products/services cannot be sold online. (Khurana, A. 2017.)
If you think about advantages from the logistics point of view, one is definitely, the need of logistics services.
Which legislated aspects you have to take in account when dealing with reverse logistics in Europe.
''European Directives are the End of life vehicles (ELV) Directive 2000/53/EC, WEEE Directive 2002/96/EC or the Battery Directive 2006/66/EC. These directives are not binding law for the member states but a guideline with which they have to comply'' (Winter, A. 2018.)
How can home décor companies reduce their returns?
Having the website as detailed as possible, rather too much information, then too little. Sending customers, small test examples of the wood, or the fabric.
Sources:
Jones, C. 5.5.2014. 3 Rs of Supply Chain Competitiveness. DC Velocity. URL: http://blogs.dcvelocity.com/bestpractices/2014/05/3-rs-of-supply-chain-competitiveness.html Accessed: 7.4.2018.
Supplychaininsights, 2012. Supply Chin Agility. URL: http://supplychaininsights.com/sciwiki/index.php?title=Supply_Chain_Agility Accessed: 8.4.2018.
Khurana, A. 28.11.2017. Advantages and Disadvantages of Ecommerce. The balance. URL: https://www.thebalance.com/ecommerce-pros-and-cons-1141609 Accessed: 8.4.2018.
Winter, A. 2018. Europwan Legislation and the Implementation of take back Schemes. Reverse logistics magazine. URL: http://www.reverselogisticstrends.com/rlmagazine/edition15p16.php Accessed: 9.4.2018.
How to improve the reverse logistics process?
Learning Objectives:
- How to implement the 3 R's in the reverse logistics process.
- Pros and cons of e-commerce and regular stores from the logistics point of view.
- Which legislated aspects you have to take in account when dealing with reverse logistics in Europe.
- How can home décor companies reduce their returns?
- How can Fabfab improve their reverse logistics process.
Delivery terms
Return policy
3 R's
Customer service in reverse logistics/returns
EU
E-commerce
Reverse logistics
How to implement the 3 R's in the reverse logistics process.
Define the 3 R's theory:
The 3 R's are:
responsiveness:
Responsiveness is what you do to capture your customers. To get the customer what they need, when they need it. At the core of responsiveness, you have the supply chain agility. If what you are doing is crushing your margins or impacting other customers you have, then you need to change your supply chain's agility. (Jones, C. 2014.)
Supply Chain Agility: is one of the three key attributes of any supply chain which also includes flexibility and strength. The most mature definition of agility is "the ability to recalculate plans in the face of market, demand and supply volatility and deliver the same or comparable cost, quality and customer service."(supplychainsinsights, 2012.)
reliability:
This is about the consistency to keep the customer. Even if you've captured the customer, you need to be reliable, to keep your customer. You can serve a customer well for many times, but even if you mess up only once, you can loose them strait away. Culturally we have shifted away from loyalty to more a mentality of ''what have you done for me lately''. This makes reliability ever more so important. (Jones, C. 2014.)
and relationship:
At this stage you ''own'' the customer. When you achieve this stage you become a collaborator instead of just being a supplier. It's about delivering more then just the product, but delivering all the elements a customer needs, to get the value they want from the products they are buying. (Jones, C. 2014.)
Pros and cons of e-commerce and regular stores from the logistics point of view.
Pros of an e-commerce business is the elimination of the geographical limitations, gaining more/new customers with the Internets visibility, reducing cost for maintenance and mortgage, a higher capacity of deliveries and for goods. The cons are, not having a personal touch of physical retailers, delaying deliveries of goods and/or services, limiting availability for some products/services cannot be sold online. (Khurana, A. 2017.)
If you think about advantages from the logistics point of view, one is definitely, the need of logistics services.
Which legislated aspects you have to take in account when dealing with reverse logistics in Europe.
''European Directives are the End of life vehicles (ELV) Directive 2000/53/EC, WEEE Directive 2002/96/EC or the Battery Directive 2006/66/EC. These directives are not binding law for the member states but a guideline with which they have to comply'' (Winter, A. 2018.)
How can home décor companies reduce their returns?
Having the website as detailed as possible, rather too much information, then too little. Sending customers, small test examples of the wood, or the fabric.
- How can Fabfab improve their reverse logistics process.
- Having a company to rely on in case a customer would need to return a product.
- Having a clearer website to reduce returns.
Sources:
Jones, C. 5.5.2014. 3 Rs of Supply Chain Competitiveness. DC Velocity. URL: http://blogs.dcvelocity.com/bestpractices/2014/05/3-rs-of-supply-chain-competitiveness.html Accessed: 7.4.2018.
Supplychaininsights, 2012. Supply Chin Agility. URL: http://supplychaininsights.com/sciwiki/index.php?title=Supply_Chain_Agility Accessed: 8.4.2018.
Khurana, A. 28.11.2017. Advantages and Disadvantages of Ecommerce. The balance. URL: https://www.thebalance.com/ecommerce-pros-and-cons-1141609 Accessed: 8.4.2018.
Winter, A. 2018. Europwan Legislation and the Implementation of take back Schemes. Reverse logistics magazine. URL: http://www.reverselogisticstrends.com/rlmagazine/edition15p16.php Accessed: 9.4.2018.
Kommentit
Lähetä kommentti