“Boothmanship” Post Show Follow Up:      Avoiding the Pitfalls of International                    Directing Reverse Logis...
Despite the Pressures and Challenges of a                                                                                 ...
Reverse Logistics association                                                                                             ...
Reverse Logistics Association                                                   Industry Committees                       ...
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
My Cover Story Article (Reverse Logistics Magazine)
Upcoming SlideShare
Loading in …5
×

My Cover Story Article (Reverse Logistics Magazine)

11,323 views

Published on

Cisco: Optimizing the
Reverse Supply Chain to
Enhance the Customer Experience

1 Comment
0 Likes
Statistics
Notes
  • When was this edition published?
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Be the first to like this

No Downloads
Views
Total views
11,323
On SlideShare
0
From Embeds
0
Number of Embeds
55
Actions
Shares
0
Downloads
31
Comments
1
Likes
0
Embeds 0
No embeds

No notes for slide

My Cover Story Article (Reverse Logistics Magazine)

  1. 1. “Boothmanship” Post Show Follow Up: Avoiding the Pitfalls of International Directing Reverse Logistics – The Final Piece to Positive ROI Returns - Part 3 A Corporate Paradigm Shift Page 10 Page 42 page 38 magazine magazine (Left to Right) Bob Anderson – Manager, Global Supply Chain Management Dean Schiavone – Director, Global Supply Chain Management Mudit Agarwal – Solution Architect, Customer Value Chain ManagementEdition 22 Cisco: Optimizing the Reverse Supply Chain to Enhance the Customer Experience - page 14 Printed on Recycled Paper
  2. 2. Despite the Pressures and Challenges of a Poor Economy, Businesses Are Still Planning to Speed Global Expansion Simplicity for Consumers Shepherds in Electronics Recycling Success Page 34 Opposites Attract: A Happy Marriage of Forward and Reverse Supply Chain - Part 3 Page 20 Reverse Logistics Issue 4 Volume 5 Page 12CONTENTS Go to www.RLmagazine. Magazine welcomes To Subscribe: magazine magazine com. Individual articles and abstracts. subscriptions are available Please send to: without charge to qualified editor@RLmagazine.com individuals within the U.S.  Non-qualified rates Eric Hemming, RL Magazine will Sony Ericsson (l), publish 12 issues in and are as follows: Dr. Blanton Godfrey, NC State (r) y Happ ct: A rse Sony Ericsson Finds Lean Attra d Reve rt 2 2010 — 6 printed sites an Pa Oppo Forward Chain - ge 19 of ly Pa age Supp mer Marri Six Sigma Success with Custo s and Analytic ality ce Qu rranty Page Servi ough Wa 33 North Carolina State ting e editions and now with Boos tion thr University - pg 16 Single issue: $4.95 zin e fac azin Satis mag Beer: s of l, ma gistic the Lega s Printed on rse Lo g ion Edition 20 Reve Explorin ch Solutge 16 Recycled Paper The 2: Te Pa Part al and ation One Year Subscriptions: 6 new digital editions! Educ On the Cover Articles U.S.: $18 Hips, Knees A Rev and Page erse Sup RFID: Ins 20 ply Cha ide in Lik Orthopedi e No Other cs - Extend Service ing the Life Activit s Marke Cyc ies Pag ting andle of You Canada: $35 e 12 Busine r Organi ss Dev zation’s elop ment Providi Busine ng GE Sec Require ss with urity’s s Pag the Glo Homelan e 36 bal Log d Pro istics tec Supportion International: $70 t It mag azin e rsing “Boothmanship” Post Show Follow Up: The Final Piece to eting Reve and h it omp e Loss w ices Positive ROI C nu Reve arket S erv Afterm12 by Arte Maren To unsubscribe: email Editi on 18 Page editor@RLmagazine.com. Editio n 15 Profitable trade show returns begin with proper planning and Page 10 that must include the all too occurring error of insufficient Best Proc Buy – Tu essing rnin Page 28 into g Retu Profi rn t Cent s attention and action on post-show activities. In fact, the Center er Publisher – Gailen Vick, for Exhibition Industry Research reports that up to 80% of the Editor - Lyndsey Turner leads gathered at a show are not followed up. Copy Editor - Elvie Engstrom Manager of Marketing & Advertising - Kelli Ray Feature Article Technical Director - Luis DeGuzman Creative Design – Lyndsey Turner Directing Reverse Logistics – A Corporate Paradigm Shift Page 14 Police Use New Tools to Build Case Against “The Richmond Board of Advisors Jack Allen – Cisco Systems by Kurt Walker Reverse Logistics Association Girls” Edwin Heslinga – Microsoft by Detective Sean Smith Chuck Johnston – WAL-MART The problem is that companies simply refuse to execute on the Optimizing the Reverse Christopher Gant – Federal Express Hartmut Liebel – Jabil Global Services fact that better RL management can be as important, or possibly In the past few years, criminals at all levels – from simple Dr. Dale Rogers – U. of Nevada, Reno Page 39 Supply Chain to Enhance Page 22 shoplifters to those involved in organized retail crimes – have Bernie Schaeffer – Motorola (depending on case) more important to the profits of a venture as is Doug Schmitt – Dell solid design, marketing or flawless to-market execution. One major been taking advantage of the latest technologies as they go about the Customer Experience their business. Tony Sciarrotta – Philips Consumer Electronics flaw in the RL model is that there are so many competing voices Susan Wackerman – Hewlett-Packard within the RL space. Adds millions of dollars to For more information on the Board of Advisors, go to Cisco’s bottom-line ReverseLogisticsAssociation.org Bad Economy May Not Be So Bad for Third Party Service Editorial and Circulation Office Survey Providers 441 W. Main Suite D Lehi, UT 84043-2024 This survey, consists of two questionnaires; one from the customer by Micheal Blumberg Phone: 801-331-8949 perspective (OEM/retail) and one from the 3PSP perspective. The by Bob Anderson & Fax: 801-206-0090 editor@RLmagazine.com questions are similar for comparative reasons. The results enable us to Mudit Agarwal Most people want to know how the current economic state of www.RLmagazine.com provide state-of-the art information on returns volumes, returns causes Page 31 affairs will affect the business they are in and their personal BPA Worldwide Membership Applied and processes and RL services. By taking this survey you make a fortunes. The Reverse Logistics & Aftermarket Service Industry for March 2009. Page 45 significant contribution to the body of knowledge. is not immune to this situation. Printed in the U.S.A. Three years ago, Cisco implemented ISSUE 4 VOLUME 5 foundational changes in the Reverse REVERSE LOGISTICS MAGAZINE Supply Chain space to develop and (ISSN 1934-3698) is published bi- Features Avoiding the Pitfalls of International monthly for $18.00/per year by build an end-to-end solution that would Reverse Logistics Association located Returns Part Message from the 6 enhance both the customer experience at 441 W. Main Suite D, Lehi, UT Focus Committees 37 President 3 and unlock the value from product by Tom Stanton, AFMS 84043-2024. Periodical Postage returns. The focus would include Paid at Lehi, UT 84043 and additional mailing offices. Advisory Board 7 Technology Spotlight 41 changes in Asset Recovery, Receiving This is the third in a series of articles and Disposition, Recycling, and Order Page 42 POSTMASTER: Send address on international returns. In the first changes to REVERSE LOGISTICS Management processes. A major Industry Committees 8 Technical Trends 46 article, the topic discussed was the problem of not preparing for MAGAZINE, 441 W. Main Suite D, challenge for the team was to create Lehi, UT 84043-2024. flexible and scalable solutions to address potential returns of previously exported merchandise. And the Edition 22 published April 2010. customer satisfaction. second article focused on country of origin and classification. Industry Events 33 Advertiser Index 49 This installment is a short summary of the information provided The information presented in this publication has been provided by in the first two articles. corporations and is believed to be Read the Press 36 Returning Thoughts 50 accurate; the publisher cannot assure its completeness or accuracy. Copyright © 2010 by Reverse Logistics Association. All rights reserved. Reproduction in whole or part without permission is prohibited.4 Reverse Logistics Magazine • Edition 22 www.RLmagazine.com www.RLmagazine.com Edition 22 • Reverse Logistics Magazine 5
  3. 3. Reverse Logistics association Reverse Logistics association Message from the Publisher Board of Advisors The foundering economy around the world has everyone wondering what will A Board of Advisors comprised of industry experts has been set up to monitor and assist the Reverse happen next. In the past the only time I heard about Greece was someone’s vacation Logistics Association management team in making informed decisions. Advisors include: plans, now everyone talks about Greece as a financial burden, who would have Dan Gilbert – his responsibilities include Returns, Imports, Services. Previously, Doug held executive and thought? I was in Brazil last month and I found the economy there was growing at Cisco Systems Exports, Tires and Printing and Mailing senior management positions in service and an unbelievable rate! Distribution. finance at Dell, Inc. Dan Gilbert is VP of Worldwide RL at Cisco Hartmut Liebel – Doug came to Dell in 1997 from Sequent Is the economy getting better or worse? Depending on whom you ask, existing Systems, Inc. His charter Jabil Global Services Computer Systems where he held various when joining Cisco in 2005 senior level finance positions. Before Sequent, government administrations say better, opposition parties say worse! But no matter was to define and create a world-class reverse Hartmut Liebel was named Doug worked in the banking sector. what is happening, now is the time to cash in on the demand for Reverse Logistics logistics organization. Dan’s global team is President, Jabil Global responsible for driving excellence in product Services (JGS), in October Tony Sciarrotta – Philips vendor services & solutions. recovery, receiving, inventory, and recycling 2004. He joined Jabil as Consumer Electronics operations, and for transforming returned Executive Vice President in July 2002 and was Back in 2008 I stated, “Now is the time for companies to be ramping up marketing efforts to increase visibility product into value for Cisco shareholders. named Chief Operating Officer in October Tony is Director of Returns 2003. Management at Philips and gain attention of manufacturers and retailers. I constantly hear that many manufacturers and retailers Christopher Gant – Consumer Electronics North want to outsource programs.” So don’t slow down, it is time to accelerate your marketing efforts and finally FedEx Dr. Dale Rogers – America. In this position,Tony Univ. of Nevada, Reno leadsreturnsreductionandentitlementinitiatives outsource that program this is costing you way too much. Chris Gant is Director for formainstreamconsumerelectronics,and is also FedEx Supply Chain Sales. He Dale Rogers is the Director currently concerned with further driving the is responsible for all business of the Center for Logistics implementation of electronic registration for That is what we are doing here at RLA, we are increasing our support services in order to be Management and a Professor Philips products at leading retailers.Working development strategy and meet the increase demand from our members. I want to announce 2 new support solutions; execution for both the FedEx SupplyChain of Supply Chain Management with Philips Sales, Service, Marketing, and Systems and FedEx Emerging Products Sales at the University of Nevada. Dr. Rogers is the Philips Business Excellence Group, Tony teams. a frequent speaker, a consultant to several is helping drive several teams to improve Kurt Walker, Director of Special Events is developing educational networking leading firms, has been published in several the consumer experience and subsequently events in the form of seminars & workshops, while at the same A 20-year veteran of transportation, logistics logistics journals and has published several reduce the high rates of products returned and electronic commerce, Chris has extensive books on logistics and reverse logistics. His with no defect found. time managing our international speaker’s bureau. expertise in the development and delivery of current research interests are focused on the complex supply chain solutions for some of following: reverse logistics and returns, supply Susan Wackerman Kelli Ray, Manager of Marketing & Advertising for the world’s largest corporations inclusive of chain technologies, e-business supply chain – Hewlett-Packard both Forward and Reverse Logistics. He be- management, and supply chain management. Company Reverse Logistics Magazine, is developing a series of gan his career with FedEx Ground (formerly marketing solutions for companies to gain exposure on RPS) in 1989 as an operations coordinator Bernie Schaeffer – Motorola Susan Wackerman is current- before joining the company’s sales team in ly a Sr. Operations Manager a global basis, while promoting products and services. 1991. He quickly rose through the sales lead- Bernie Schaeffer is corpo- in the Americas Supply ership ranks, holding the posts of area sales rate VP of Global Repair for Chain for HP’s Imaging and Printing Group. Motorola’s Integrated Supply In her position, Susan is responsible for the Gailen Vick manager, district sales manager and senior Chain, which encompasses national account manager for FedEx Ground. Recycling Operations for HP Americas and RLA President the global operations associ- the Returns Operations / Remarketing for ReverseLogisticsAssociation.org Edwin Heslinga – ated with procurement, new HP Americas Imaging and Printing Group. Microsoft product introduction, manufacturing, custom- This includes supply chain development, re- er fulfillment and repair. He is responsible for verse logistics, disposition and processing, repair and reverse logistics operations across refurbishment, resale, channel management. O Edwin is currently theOUR MISSION Director of Global Services all Motorola businesses worldwide. His team For Recycling Operations her product re- ur mission is to educate for innovation in developing the least. Yet that is exactly providers have found that of Microsoft Devices – Zune provides both in- and out-of-warranty re- sponsibilities cover all HP product categories and inform Reverse and implementing new RL what the Reverse Logistics RLA resources help advertise pairs, is the fulfillment engine for maintenance including inkjet and laser printing, digital imag- and Xbox. In his position, Edwin is responsible Logistics professionals processes. We have been and Association provides through their services to a regional and agreements and other value-added services, ing, supplies, scanners, shared printing, PCs, for development and enforcement of policies around the world. RLA focuses will continue to provide our our membership services. global audience. OEMs like surrounding returns, all related costs to the manages asset recovery on equipment re- notebooks, desktops, servers. on the reverse logistics services to the industry at a We serve manufacturers and Microsoft, HP, RIM, and Sony, returns and is also involved in the Customer turns and is the source of information on processes across all industries. moderate price. retailers in a variety of settings along with Retailers like Wal- Satisfaction Continuous Improvement product field reliability. M No matter the industry — High while offering ongoing updates Mart, Canadian Tire, Tesco and Council. Working with Microsoft Call Center anaging the latest and the Microsoft Manufacturing Operations, Doug Schmitt – Dell Complete biographies of Advisory Tech, Consumer Electronics, on market trends, research, Best Buy all participate at our information in Edwin is driving the improvement of consum- Board Members are available from Automotive, Medical/ mergers and acquisitions events. Through RLA Events, er satisfaction through agent assisted support Doug Schmitt serves as Pharmaceutical, Food and services such as and potential outsourcing RLA Connect services and our VP of Dell’s Global Field the RLA site at: and on-line support while managing the costs. repair, customer service, Delivery organization with Beverage, Apparel, or other — opportunities to 3PSPs. We publications – RL Magazine parts management, end-of- Charles Johnston – international responsibil- www.ReverseLogisticsAssociation. our goal is to provide RL process have gained the attention of and the Weekly News Clippings ity for global break/fix field life manufacturing, service WAL-MART Stores, Inc. org/company_advisory.php knowledge to all industries. 3PLs like FedEx, DHL, USPS email – we help OEMs, ODMs, engineers, same day service We want to educate everyone logistics, field service, returns and UPS. 3PSPs like Teleplan, Branded and Retail companies delivery, spare parts depots, parts planning, Charles Johnston is General processing and order fulfillment service logistics, repair, reverse logistics and about the Reverse Logistics Foxconn, Flextronics, Canon, find service partners and Manager at the Bentonville processes that are common to (just to name a few) can be Sony and Jabil, along with small- solutions providers that were Return Center, WAL-MART Dell’s global command centers. In addition a little intimidating, to say Stores, Inc. Chuck has been to Doug’s role as VP Global Field Delivery all industries and to be a catalyst and medium-sized service previously unknown to them. he has responsibility for Americas Support with WAL-MART for the past 14 years and6 Reverse Logistics Magazine • Edition 22 www.RLmagazine.com www.RLmagazine.com Edition 22 • Reverse Logistics Magazine 7
  4. 4. Reverse Logistics Association Industry Committees • Steve Vertun, Segue MasterWorks International • David Liscom, Hyper • John McGurk, GlobalWare • Glen West, Celestica Focus Sub-Committees are set up to • Steve J. Miller, Advanced • David Liscom, Hyper Microsystems Solutions • Dennis Cain, DEX provide a standing forum for Reverse Communications Technology, Inc. Microsystems • Pete Carfrae, AKS Consultin • Don Kaufman, Amazon.com • Bob Hathaway, Telecycle Logistics Professionals to meet on a • Dave Keltner, Cerqa • Herman Goemans, Sprague • Edward J. Higgins, MasterWorks regional and global basis and discuss • Ishak Kang, Vox UI, LLC Daniel Silva, Flextronics Wireless International Food & Beverage common Reverse Logistics issues • Ray Agarpo, Hewlett-Packard • Paul Knight, CNE Direct, Inc. Chairperson - Dan Gardner, ATCLE • John McGurk, GlobalWare Chairperson - Bruce Stevenson, at the RLA Conferences & Expos. • Brian F. Eddy, SubCon Industries • John Driscoll, DDG Committee Members: Solutions RMS Inc Focus Sub-Committees educate the • Mark Blevins, Toshiba • Tom Steiber, SemiWest • Art Teshima, DEX • Dan Gardner, ATC Logistics & Committee Members: industry on reverse logistics: • Craig Sulton, Home Depot • Bob Sullivan, The Wireless Source Electronics • Carl Dubose, PepsiCo • Brian Pollock, Toshiba Digital Imaging & Video • Al Mahesh, Service Central • Pete Carfrae, AKS Consulting • Oliver Hedgepath, University of • “Best Practices” • Tony Sciarrotta, Philips Chairperson - Larry Maye, Precision Technology • Dick Kluis, Servigistics Alaska • Consumer Satisfaction Issues • Edward Higgins, MasterWorks Camera & Video • Joseph Tarantino, Sprint Nextel • Vibhore Arora, Infosys • Stacie Perez, HJ Heinz • Regulations on a Worldwide & International • David Liscom, Hyper • Bill Kenney, OnProcess • Jeff Seaman, SCI Group • Lori Kleinschmit, ConAgra Foods Regional Basis • Pedro Mauricio, KEylab Microsystems Technology • Jake Ducey, CertiCell • Sharon Joyner-Payne, Carolina • Processes that can Reduce Costs • Charles Chappell, DEX • Chris Griffin, Sprint Nextel • Sreevathsa, The Service Solutions Logistics • Ishan Irani, TPG E-Retail & Retail • Silveira Guerra, Keylab - Nokia • Scott Hertel, UPS • Tom Marcellino, Inmar • Dan Gardner, ATC Logistics & Chairperson - Craig Sultan, • Ishan Irani, TPG • Larry Worden, CertiCell LLC • Misty Hicks, Americold Industry & Focus Committee Electronics The Home Depot • Dave Vikartofsky, Advanced • Blake Vaughn, Brightpoint • Gene Bodenheimer, GENCO Advisor - Kurt Walker, Reverse • David Liscom, Hyper Microsystems Co-Chair - Pat Sullivan, Inmar - Technical Service • Ted Gardham, Elcoteq • Joe Walden, University of Kansas Logistics Association • John McGurk, GlobalWare CLS Reverse Logistics. • Andy Chuang, ZyXEL Telecom • Tad Anderson, CH Robinson Solutions • Curtis Greve, Metreks Inc. Communications Corp Chairperson - Gary Cullen of 4PRL Worldwide Apparel • Don Kaufman, Amazon.com Chairperson - Matt McGrath, Carolina • John Beyers, United Radio Home Improvement Home Logistics Services • Pete Carfrae, AKS Consulting Marine Electronic Equipment • Mattress, Bed & Furniture • Pete Carfrae, AKS Consulting • Vibhore Arora, Infosys • Dave Vikartofsky, Advanced • Jewelry & Watch • Anil Bakshi, Dell Technical Services Automotive • Bert Munnikhuis, Genco Medical/Pharmaceutical RLA Advisor - Lyndsey Turner • Raul Castilla, Walmart Notebook/PC Chairperson - Michael Blumberg, • Austin Rappe, Inmar • Joe Desormiers, Inmar • Vibhore Arora, Infosys Blumberg Advisory Group • Charles Chappell, DEX • Shibesh Banerj, Tomkins • Jeff Seaman, SCI Group • Robert Ticknor, Services • Dave Vikartofsky, Advanced • Charles Dunton, ATC • Edward J. Higgins, Innovations Group Technical Service MasterWorks International • Dan Gardner, ATC Logistics & • Kurt Witek, YRC Reverse Appliances - White Goods • David Liscom, Hyper Electronics Logistics Jesse LaRose, ESE Solutions Microsystems • John McGurk, GlobalWare • Dan Gardner, ATC Logistics & Solutions Aviation Data Storage Electronics Chairperson - Bernie Gagnon, Chairperson - Ed Inal, Western • Cyrille Regardin, Sony Medical/Electronics Best Practices Expeditors International Digital • Ishan Irani, TPG • Eric Miller, Agnitio Management Committee Members: • Mike Joy, Tech-Ed Networks Consultants Consumer Electronics • David Lick, Seagate Technology • Pete Carfrae, AKS Consulting • Jeff Seaman, SCI Group Chair - Jack DeButts, Dell, Inc. • Gary Gear, Toshiba • Joyce Qiao, Pega-Service Co-Chair - Mary Ellen Daniels, Itran • Glenn Grube, Moduslink Sporting Goods Founding/Past Chair (2007-2008) - • Wes Stott, DEX Office Equipment Athletic/Outdoor Gear & Apparel Christopher F. Fabian, Professional • Doug Pratt, Iomega • Derek Scott, Canon Europa N.V. Bicycles & Accessories Service Solutions, LLC • Kevin Arra, Onelife Digital Fitness Equipment • Jodi Meyer, Swiss Colony • Vladermir Gatti, Pandisco Photographic & Optical • Pat Sullivan, Inmar • Jack DeButts, Dell Information Equipment • Doug Houle, DHL • David Douthet, Accenture • Herman Goemans, Sprague • David Liscom, Hyper • John McGurk, GlobalWare • Stewart Park, USACO Magnetic Europe Microsystems Solutions • Adam Joel, TIC Group Australia • Mike Joy, Tech-Ed Networks • Bita Salimian, Video Audio • John McGurk, GlobalWare Television and Display Devices - Specialists, Inc. Solutions Brown Goods Focus Committees & Regional • Joel Jacobs, Millennium 3000 Ltd. • Edward J. Higgins, • Charles Chappell, DEX Focus continued on to page 378 Reverse Logistics Magazine • Edition 22 www.RLmagazine.com www.RLmagazine.com Edition 22 • Reverse Logistics Magazine 9

×