A Case Study On Improving Business To Business Warranty Returns Warehouse Dock To Receipt Throughput Time In Sustaining Customers Satisfaction
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Date
2014
Authors
Lee, Kok Peng
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Journal ISSN
Volume Title
Publisher
Universiti Sains Malaysia
Abstract
Leading manufacturers in various industries are focusing on improving the reverse logistics process in order to recapture revenue and retain customers. Warranty returns plays a vital role in the entire supply chain network. It delivers value by enhancing higher levels of customer loyalty & retention.
The management project case study takes a vertical look at reverse logistics, examining the warranty returns challenges faced by the reverse logistics division in a well-known semiconductor corporation. The Post Sales Support (PSS) division is a function within the organization’s supply chain and has been instrumental to the progress achieved in delivering reverse logistics solutions for Intech and its customers.
The purpose of this report was to analyze the strategic customer complaint related to delay of the RMA credit issuance due to one of process sectors that caused the problem. Hence, the case study is aiming to identify and address true root causes that caused dock to receipt delayed at the Penang RMA warehouse. It is also to improve and enhance the dock to receipt performance throughput time.
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Keywords
Focusing on improving the reverse logistics process , recapture revenue and retain customers