I wonder if in that conference they mentioned anything related to MTBF ( Mid Time Between Failure) which is calculated for every single project, nevertheless every manufacturing should be running testing on Re-qual and conformity of their products and managing a CSI team ( customer sustaining issues) many improvements can be made to a release product, however not all the returns are related to customer experience, some times are simply returned for:
* excess of inventory
* incorrect handling and damaging the product during transportation
* incorrect application
* "no ask" policy for returns.
Companys should be estimated and excpected field return rate based on design constrains and even more on historic data for similar products.
In case of the reverse logistics , many times the manufacturers often keep the clause of the reverse logistics vague in the product warranties. The product if defective has to be taken or sent to the manufacturer and the customer has to bear the expenses. Many times there is not even the acknowledgement of the goods received for repair . The customer has no option to continously do a follow up to get the repair done or to get the replacement. This leaves a bad taste in the mouth for the harassed customers and indirectly leads to brand damage. The intermediate parties involved in the sale of the equipment often wash their hands of any responsibility once they have got their money from the sale.
I had a good reverse logic experience a few years back while in US. I has purchased a Kodak camera and just after a month of use it stopped functioning. I sent the camera by post to Kodak. To my pleesant surprise , i got it back repaired by post and along with that they sent me the postage stamps equivalant to the expenses i had incurred while sending it to them. No follow-up was required. I think that was one of the best example of a reverse logistics.
"I will get the phone repaired through a third party but this experience has left me with a very bad impression of AT&T and Apple's reverse logistics."
Sometimes it is easier and advantageous for you to buy a new phone than to repair a broken one. You can get some bucks from selling your broken phone on Ebay spare yourself some frustrations as you might end up spending a lot of money to repair it. That is what I would do anyway.
I for one hope this new service from UPS works out. I personally love UPS and they have always served my needs for shipping and even for returns to vendors. My problems with reverse logistics always seem to be with the individual companies I've dealt with. They need to get better systems into play to allow for a better flow. Maybe with a little time and UPS's new system in place these companies will improve their handling for returns.
Now I am normally a big fan of Apple but I recently had an issue with an Iphone that was under contract to AT&T. I damaged the phone and wanted to pay for the repair myself as I damaged it. AT&T seemed incapable of helping me but were very keen to sell me a new phone and a new 2 year contract. I tried quite hard to get the phone repaired throught the official channels but they seemed incapable of helping me. I will get the phone repaired through a third party but this experience has left me with a very bad impression of AT&T and Apple's reverse logistics. Surely this cannot be good for future business.
Now I am normally a big fan of Apple but I recently had an issue with an Iphone that was under contract to AT&T. I damaged the phone and wanted to pay for the repair myself as I damaged it. AT&T seemed incapable of helping me but were very keen to sell me a new phone and a new 2 year contract. I tried quite hard to get the phone repaired throught the official channels but they seemed incapable of helping me. I will get the phone repaired through a third party but this experience has left me with a very bad impression of AT&T and Apple's reverse logistics. Surely this cannot be good for future business.
(Please could you define the phrase "reverse logistics".)
"During the Interlog conference, UPS announced the launch of a new combined pickup and delivery service called UPS Returns Exchange." TransportservicesplayaseriousandcriticalroleinaftersalesmanagementandinServicedepartment,theircostsinservicesandtheresponsetimeinordersaffectingthequalityoftheServicedepartment.BecauseServiceisqualityplusrepairingtime.
EBN Dialogue enables and encourages you to participate in live chats with notable leaders and luminaries. Not only editors and journalists, but the entire EBN community is able to comment and ask questions. Listed below are upcoming and archived chats.
Archived Dialogues
Thailand Stages a Comeback Join EBN contributor Jennifer Baljko on Thursday August 23, 2012, at 11:00 a.m. EST for a live chat on how electronic manufacturers in Thailand have shored up their supply chain to reduce the impact of future natural disasters.
Euro-Crisis: What It Means for High-Tech Firms Join EBN Editor in Chief Bolaji Ojo and Contributing Editor Jennifer Baljko on Thursday, July 12, at 10:00 a.m. EDT for a Live Chat on high-tech and Europe's economic difficulties.
Microsoft Surface: Potential Winners & Losers What are the implications for the electronics industry supply chain of Microsoft Corp.'s decision to launch its own tablet PC? Join industry veteran and EE Times' systems and OEM expert Rick Merritt on Tuesday, July 3, at 12:00 pm EDT for a Live Chat on this subject.
Join EBN contributor Jennifer Baljko on Thursday August 23, 2012, at 11:00 a.m. EST for a live chat on how electronic manufacturers in Thailand have shored up their supply chain to reduce the impact of future natural disasters.
Peter Drucker famously said "Trying to predict the future is like trying to drive down a country road at night with no lights while looking out the back window." Yet in the razor's-edge world of electronics—with a lean supply chain and just-in-time demands—the need to know the future is vital.
You've heard the saying "the No. 1 supply chain risk is your people." That hasn't always been the case. But today's complex global supply chain requires a new type of multitalented employee. It's one who understands, finance, marketing, economics, is savvy with technology, graceful with relationships and can think analytically.
Where are these people? Are universities properly preparing the next generation supply chain professionals? How do train your existing workforce for these new, demanding positions?
Brian Fuller, editor-in-chief of EBN, will lead a 60-minute Avnet Velocity panel discussion that will ask and answer these and other questions swirling around today's supply-chain talent challenges.
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