A study on Reverse Logistics

Dhananjaya Reddy
SCHOOL OF INNOVATION, DESIGN &
ENGINEERING (IDE)

MASTER THESIS WORK (KPP231)

MASTER PROGRAM IN PRODUCT AND PROCESS DEVELOPMENTPRODUCTION &LOGISTICS

Supervisor: Sabah Audo

Abstract
In the competitive world of manufacturing, companies are often searching for
new ways to improve their process, customer satisfaction and stay ahead in the
game with their competitors. Reverse logistics has been considered a strategy to
bring these things to life for the past decade or so. This thesis work tries to shed
some light on the basics of reverse logistics and how reverse logistics can be used
as a management strategy. This paper points out the fundamentals of reverse
logistics and looks into what kind of decisions todays logistics managers have to
take on a daily basis for the improvement of their logistics model. A growing
concern has been developing to control rising global pollution, this paper also
brings out some of the effects of reverse logistics decisions on the environment
and vice versa. The thesis starts out by compiling the works of researchers and
logistics experts in the field of logistics in the theoretical background section.
Through a survey conducted in a few manufacturing firms in India, a small
picture of the extent to which reverse logistics has penetrated the manufacturing
world has been drawn.

Keywords: Reverse Logistics, Green Image, Corporate citizenship, Reverse

Logistics activities, Returns

Acknowledgements
First of all, it has been a great experience studying here in Sweden at
Mlardalens Hgskola, Eskilstuna for the past 27 months. For which, I would like
to thank Sabah Audo, Program Coordinator, Master Program in Product and
Process Development-Production & Logistics and the Innovation, Design &
Engineering department for giving me the opportunity.
Sabah Audo, along with being my thesis coordinator has taught 3 courses in this
program, in which I hope, I have learnt a bit about production and project
management. I would like to thank him for guiding me through my thesis work.
I would also like to thank all the members of the teaching staff at the department
who have taught the courses in this program.
Thirdly, I would like to thank my friends in India, without whose help; I wouldnt
have been able to complete this thesis.
Finally I would like to thank all the participants of the survey that was conducted
for this thesis work, and for giving their insights on reverse logistics and logistics
management.

Illustrations:
Tables and Figures
Figure 1: Reverse Logistics processes by Fleischmann & Dekker
(2004)..11
Figure 2: Six phases of life cycle by Tibben-Lembke (2002).28
Figure 3: Bar graph showing percentage of returned goods going in each reverse
logistics activity for the respondent companies..37
Figure 4: Distribution of participants over the 5 levels of knowledge.39
Figure 5: Knowledge about the concept of reverse logistics among the
participants..41
Figure 6: Distribution of leniency of return policy of the participant
companies.43
Figure 7: Overall scores of the six common qualities for a supplier.44
Table 1: Reasons why a product enters the reverse logistics flow14
Table 2: Five categories of remanufacture and refurbishment..21
Table 3: List of disposal options for the returned goods as given by Rogers & TibbenLembke (1998)..23
Table 4: Classification of Reverse Logistics Activities based on the point of origin of
goods in the reverse flow by Rogers & Tibben-Lembke (1998)..24
Table 5: Problem Return symptoms by Dr. Richard Dawe.27
Table 6: Respondent Companies for the survey details...34
Table 7: Respondent company business channel.34
Table 8: Primary business of respondent companies.35
Table 9: Overall scores for the factors considered by customers while choosing their
suppliers based on the responses to the survey.36
Table 10: Leniency level of the return policies of the respondent companies.36
Table 11: Percentage of returned goods going in each reverse logistics activity for the
respondent companies...............38
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Table of Contents
1. INTRODUCTION....1
1.1
BACKGROUND...1
1.2
THESIS SPECIFICATIONS.....1
1.2.1 AIM...2
1.2.2 OBJECTIVES....2
1.2.3 PROBLEM DELIMITATION....3
2. METHODOLOGY....4
2.1
THE SURVEY4
2.2
INTERVIEW.5
3. THEORETICAL BACKGROUND..6
3.1
DEFINING REVERSE LOGISTICS6
3.2
FUNDAMENTALS OF REVERSE LOGISTICS.....8
3.3
OVERVIEW OF THE REVERSE LOGISTICS FLOW.13
3.4
RETURNS MANAGEMENT.14
3.5
REVERSE LOGISTICS ACTIVITIES21
3.6
CLASSIFICATION OF REVERSE LOGISTICS ACTIVITIES22
3.7
CHALLENGES IN REVERSE LOGISTICS...24
3.8
FACTORS CONSIDERED FOR RL NETWORKS CATEGORIZATION...26
3.9
EFFECTS OF PRODUCT LIFE CYCLE AND RATE OF RETURNS ON THE RL
NETWORK...27
3.10 EFFECTS OF ENVIRONMENT ON REVERSE LOGISTICS....29
4. RESULTS...32

4.1
4.2
4.3
4.4
4.5
4.6

The respondents32
What do they know about Reverse Logistics?.....................................34
How do customers choose their suppliers?..................................................34
How do returns affect the manufacturers?..................................................35
What happens to the returned goods?........................................................36
How well have the Reverse Logistics concepts penetrated the manufacturing
industry?.......................................................................................................37

5. ANALYSIS..40
6. CONCLUSIONS AND RECOMMENDATIONS...46
7. LIST OF REFERENCES....47
8. APPENDIX...48

A. The survey.................................................................................................48
B. Contacts..51

1. Introduction
This section of the paper will give the reader an idea of the fundamentals of the
thesis project. The reader will be able to get a fair idea of what this paper is all
about. In the following subsections one can understand the objectives and
obstacles for this project.

1.1 Background
Competition can be seen in every field these days, and the manufacturing world
is no different. Companies are always looking for newer and newer opportunities
and defects in the system so they can be tackled. Logistics plays an important
role in any manufacturing firm, as it involves the optimal use of man, machine
and material. Reverse logistics is a small part of the total logistics of a company.
Reverse logistics deals with the handling of the goods that are being returned to
the manufacturer by the customer. It covers all the activities that determine the
fate of these returned goods.
This thesis tries to understand the basic concepts of reverse logistics. It tries to
give an idea of how various researchers and logistics experts have defined
reverse logistics. It also covers some basic reverse logistics activities and how
these activities affect the decisions that managers have to make on a regular
basis in their company.
The ever growing manufacturing world and the advent of automation has
resulted in mass production and increased the number of products released into
the market. This exponential growth has resulted in the overuse of the natural
resources thus increasing the amount of industrial waste. This thesis also sheds
some light on what activities in the reverse logistics help companies to work
towards green production and green logistics.

1.2 Thesis Specifications:

This thesis is a result of the numerous hours of lectures, course seminars, variety
of courses, group and individual tasks in the field of production and logistics over
the past two years at the Innovation, Design and Engineering Department at
Mlardalens Hgskola. This thesis gives me the opportunity to put together a
study on the concept of Reverse Logistics. It also gives me the opportunity to
show my skills as a Masters student, and showcase the skills I have learnt over
1

the past two years. This project mainly focuses on the concept of Reverse
Logistics and what role it plays in the manufacturing world today.

1.2.1 Aim
The aim of this project is to understand the concept of Reverse Logistics and its
role in the manufacturing industry. It also focuses on learning different aspects of
the reverse logistics and how these aspects affect the decisions made by
manufacturing firms. The study also tries to look at the environmental aspects of
reverse logistics.

1.2.2 Problem Definition

Reverse logistics is a fairly new concept and not until recently have researchers
and logistics companies tried to focus on its effects on the managerial decisions.
Also in recent years customer satisfaction has been considered a very important
aspect in the growth of any company and the focus on improving customer
satisfaction has increased greatly. Recently researchers have found that reverse
logistics can play an important role in improving customer satisfaction.
The main focus of this thesis would be to answer the following questions:

What is the definition of reverse logistics?

What are the principal steps involved in reverse logistics?

What do companies do with the returned products?

How do the returns affect the decisions made in manufacturing firms?

How do environmental issues affect the reverse logistics decisions?

And so on...

The literature review in this paper gives a clear picture about the concept of
reverse logistics. The thesis makes an attempt to cover the works of various

leading researchers and logistics experts as much as possible. Further the

questionnaire also has been formulated so as to get clear and well defined
answers. Through the literature study, interview and survey conducted with
logistics and supply chain personnel at a few companies, this thesis tries to
understand and analyze the concept of reverse logistics.

1.2.3 Problem Delimitation

Reverse logistics has been found to play an important role in almost any
manufacturing firm, regardless of size, product and geographical reach of the
firm. The focus initially was to conduct the survey and/interviews in
manufacturing firms within Sweden focusing on firms that manufacture FMCG
and electronic goods. The reason for choosing FMCG and electronic goods was
because FMCGs are consumed more frequently which increases the importance
of logistics decisions to deliver them to consumers. And the reason for choosing
electronic goods is because of the growth of electronic products in the market
over past two decades, and the frequency with which newer products reach the
market these days.
Unfortunately after waiting for almost 45 days for the replies to the conducted
survey there was no response by even one of the 30 different manufacturing
firms in Sweden. After which a quick decision was made to change the target
group to the manufacturing firms in India. And by the time this decision was
made there was very little time for choosing the companies and conducting
survey and/or interviews. Somehow I managed to get 6 people from 5 different
companies to respond to the questionnaire. Also some sort of an interview was
conducted through telephone calls and chatting over the internet to get a better
understanding of the responses given by them.
As mentioned in the problem definition this thesis will focus on understanding
the knowledge of the participants with respect to reverse logistics, and to what
extent they have implemented reverse logistics concepts within their companies
and how this affects their decisions. This thesis will not focus on performance

measurement of reverse logistics models followed by the participant companies

since it requires a lot of data analysis to generalize the idea.

2. Methodology
The methodology followed to achieve the set objectives of this thesis is in two
parts: survey and interview.

2.1 The survey

A thorough literature study on the topic of this paper: Reverse Logistics was
conducted for a short period. Several articles were found on the topic over the
internet. After getting somewhat of a fair idea about reverse logistics, a
preliminary set of questions were formulated for the survey. Most of the
questions were either taken directly or inspired by the questionnaire developed
by Rogers and Tibben-Lembke (1998), for their paper Going Backwards: Reverse
Logistics Trends and Practices. And one might even say that to a great extent
this thesis has been inspired by the above mentioned paper.
The questionnaire was formulated to achieve the following objectives of the
thesis:

Understanding the level of knowledge of the respondents about the

concept of reverse logistics

The economical and customer satisfaction impact of returns in the past

year.

Return policies, if any.

Decisions made to maintain the company environmental friendly.

As mentioned in the problem delimitation section it was difficult to choose the

target group for the survey for this thesis. Initially the survey was targeted at the
manufacturing firms in Sweden. But since even after waiting for almost a month
and a half there were no response from any of the 30 companies. This led to
choosing firms in India as the target group.
The questions were formulated in such a way that it would be easy to
understand by the respondents and also it would not take much time to answer.
5

Almost all the questions in the survey are objective type, and all the respondents
have to do was choose from the options. Since the target group had to be
changed very late in the thesis, this led to a short period for collecting responses
from the companies. But fortunately, the responses were collected quickly with
the help of a few friends in India. In about one week since the decision to change
the target group about 18 companies were contacted by me and my friends over
the telephone and through email. And in about 10 days 6 responses were
collected from 5 companies. Most of the respondents had filled the survey
questions completely.

2.2 Interview
After receiving the responses to the survey for this thesis, interviews were
conducted with the respondents to better understand their responses and also
to get a better idea of their understanding of the concept of reverse logistics. The
interviews more like discussions were conducted with the respondents over the
phone and through online chats. These discussions were mainly along the lines of
the survey questions, since some of them had failed to answer the survey
completely. Further the purpose of this thesis was explained to the respondents
in brief, so as to give them an idea of the objectives and goals of the thesis. This
led to open up the discussion, and give the respondents an opportunity to throw
light on their thoughts on supply chain and reverse logistics. Thus the results and
analysis sections are based on both the survey and interviews or discussions
conducted with the six respondents.

3. THEORETICAL BACKGROUND
This section will try to summarize the various definitions of the concept of
reverse logistics as given by various companies, logistics experts and researchers.
The primary steps involved in the reverse logistics process will be defined in this
section. This section will also cover the role of reverse logistics and how
developing a reverse logistics model for a specific product or group of products
will affect the decisions taken by the companies. Also how different reverse
logistics models affect the environmental liability of these companies has been
explained in this part of this thesis. Finally an idea of the financial benefits and/or
drawbacks involved in the reverse logistics process will be explained.

3.1 Defining REVERSE LOGISTICS

Reverse logistics, what is it? It sounds interesting, doesnt it? In simplest words it
is the management of the path of the products from its end users back to the
manufacturers. Below are a few ways of defining the concept of reverse logistics:
In the paper Going Backwards: Reverse Logistics Trends and Practices, August
1998, Dale S. Rogers and Ronald S. Tibben-Lemke use the definition for Logistics
given by The Council of Logistics Management to define Reverse Logistics. The
definition for Logistics given by The Council of Logistics Management is:
the process of planning, implementing, and controlling the efficient, cost
effective flow of raw materials, in-process inventory, finished goods and related
information from the point of origin to the point of consumption for the purpose
of conforming to customer requirements.
Therefore, reverse logistics according to Rogers and Tibben-Lembke is:
the process of planning, implementing, and controlling the efficient, cost
effective flow of raw materials, in-process inventory, finished goods and related
information from the point of consumption to the point of origin for the purpose
of recapturing value or proper disposal.
7

Rogers and Tibben-Lembke go on to say that remanufacturing and refurbishing

also may be included in the definition of reverse logistics. According to them
reverse logistics also includes processing returned merchandise due to damage,
seasonal inventory, restock, salvage, recalls, and excess inventory. It also
includes recycling programs, hazardous material programs, obsolete equipment
disposition, and asset recovery.
In his paper Development and Implementation of Reverse Logistics Programs,
1998, James R. Stock defines reverse logistics as,
the term most often used to refer to the role of logistics in product returns,
source reduction, recycling, materials substitution, reuse of materials, waste
disposal, and refurbishing, repair and remanufacturing.
Stock (1998) says product returns, product recalls, end-of-lease equipment,
old/obsolete items being replaced, packaging materials are among the many
items that come back and which require reverse logistics processing.
The European Working Group on Reverse Logistics, REVLOG (1998), defines
reverse logistics as,
the process of planning, implementing and controlling backward flows of raw
materials, in process inventory, packaging and finished goods, from a
manufacturing, distribution or use point, to a point of recovery or point of proper
disposal.
Ronald Kopicki in his book Reuse and recycling: reverse logistics opportunities,
1993, gives the definition of reverse logistics based upon the direction of flow as
Reverse Logistics is a broad term referring to the logistics management and
disposing of hazardous or non-hazardous waste from packaging and products. It
includes reverse distribution...which causes goods and information to flow in the
opposite direction of normal logistics activities.
Pohlen and Farris (1992) define Reverse Logistics in their article Reverse
Logistics in Plastics Recycling as the movement of goods from a consumer
towards a producer in a channel of distribution.
8

DHL, a renowned third party logistics company uses the following definition for
reverse logistics taken from the book Logistiksysteme: Betriebswirtschaftliche
Grundlagen, by Hans-Chritian Pfohl, 2004: Reverse logistics can be defined as
the application of logistics concepts to residues in order to create an economically
and environmentally efficient residue stream by using all activities of
spatiotemporal transformation, including changes in amounts and types.

3.2 Fundamentals of REVERSE LOGISTICS

Fleischmann and Dekker (2004) give the fundamentals of Reverse Logistics by
analyzing the topic from four viewpoints:

Why are things returned? and why do companies get involved in reverse
logistics?

How Reverse Logistics works in practice?

What is being returned?

Who is executing reverse logistics activities?

Why do companies get involved in reverse logistics activities?

In general companies get involved in reverse logistics 1) because they can profit
from it; or/and 2) because they have to; or/and 3) because they feel socially
motivated to do it. Furthermore Fleischmann and Dekker categorize these three
driving forces as:

Economics ( direct and indirect)

Legislation

Corporate citizenship

Economics
Reverse logistics programs bring both direct and indirect gains.
Direct gains can be:

In the form of raw materials for new products.

Some parts of the returned product maybe recycled to manufacture new

products, thus reducing the manufacturing cost.

Value added recovery.

Indirect gains can be:

Anticipating/impeding legislation

Market protection

Green image

Improved customer/ supplier relations

Legislation
In many countries customers are legally entitled to return the product and
legislation states that the companies are responsible for recovery as well. And
sometimes companies themselves participate in recovery programs to keep or
create a clean and green image.
Corporate citizenship
Many companies take responsibility for the safe disposal or recycling of their
products to maintain the environment safe. Often companies get involved in
recovery and recycling programs and turn create awareness among their
customers as well.
Why are things returned?
Customers return the products for several reasons. Products once bought may
be returned due to physical damage, some of them are returned because the
customers are unhappy with the functionality of the product (expectations not
met), sometimes customers return products because they discover an alternative
product with better functionality after they have made the purchase, sometimes
customers misuse the return policy and return it without any reason. These are
only some of the major reasons for the return of a purchased product by
majority of the customers.
10

How Reverse Logistics process works in practice?

The how viewpoint deals with how is value recovered from the products that are
returned back to the manufacturer.
Recovery is actually only one of the activities involved in the whole reverse
logistics process. First there is collection, next there is the combined inspection/
selection/ sorting process, thirdly there is recovery, and finally there is
redistribution. Collection refers to bringing the products from the customer to
the point of recovery. At this point the products are inspected, i.e. their quality is
assessed and a decision is made on the type of recovery. Products can then be
sorted and routed according to the recovery that follows. If the quality is (close
to) as good as new, products can be fed in the market almost immediately
through re-use, re-sale and re-distribution. If not, another type of recovery may
be involved but now demanding more action, i.e. a form of re-processing.
The Fig. 1 below gives the reverse logistics processes.

Collection

Inspection/Selecting/Sorting

Direct Recovery

Re-use Re-sale
Re-distribution
Repair
Refurbishing
Remanufacturing
Retrieval
Recycling
Incineration
Market

Fig. 1
11

Re-processing can occur at different levels: product level (repair), module level
(refurbishing), component level (remanufacturing), selective part level (retrieval),
material level (recycling), energy level (incineration).
What is being returned?
The third viewpoint on reverse logistics is obtained by looking at what is actually
being returned. The three product characteristics that are relevant in this regard
are:

Composition

Deterioration

Use-pattern

Composition
Design engineers need to keep in mind the material composition of the products
they design, which is called design for recovery. Not all parts of a product can be
easily recycled or disposed, so design experts need to keep in mind not to use
unrecyclable material as much as possible. How these parts are assembled or
attached to each other also plays a factor in this regard, and so does the size of
the product itself. The cost for recovery increases as the size of the product
increases, because most of the times the recovery value is less than the cost for
recovery.
Deterioration
Next there are the deterioration characteristics, which eventually cause a nonfunctioning of the product, but also determine whether there is enough
functionality left to make a further use of the product, either as a whole or as
parts. Often manufacturers have to deal with questions like whether the product
will age during use. Will all parts age equally? Will the value of the products
decline fast? Etc...

12

Use-pattern
Use-pattern of the product also plays an important role when thinking about
recovery. Use-pattern depends on who the user is and how the user has used the
product. Products like computers for e.g. could have been used by an individual
or many individuals, like in an office or school or library, so this affects the
reusability of the parts or whole product in various degrees. Books are another
example for varied usage. Use-pattern is not just affected by number of users but
also the duration of usage. In sum the following product categories can be given:

Consumer goods (apparel, furniture, and a vast variety of goods)

Industrial goods (military and professional equipment)

Spare parts

Packaging and distribution items

Civil objects (building, dikes, bridges, roads etc...)

Ores, oils and chemicals

Other materials (like pulp, glass, scraps)

Who is executing reverse logistics activities?

The three main participants in the reverse logistics activities can be given as:

Forward supply chain actors (supplier, manufacturer, wholesaler and

retailer)

Specialized reverse chain players (jobbers, recycling specialists etc...)

Opportunistic players (such as charity organizations)

In any reverse logistics chain two or more of these players are always involved.
Often, one or two of these participants play the major role while others act
merely as intermediate junctions.

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3.3 Overview of the reverse logistics flow

Once a product enters the reverse logistics flow, the logistics manager has to
decide where the product has to be sent: either return to vendor, to the landfill,
or to the secondary market.
There are several reasons why a product enters the reverse logistics flow. The
Table.1 below as given by Rogers and Tibben-Lembke (1998) shows some of
them. There are, of course more reasons why a product will enter the reverse
logistics system, but these are the most common.
Source
Customer

Reasons
1. Product did not meet customers needs.
2. Customer did not understand how to properly use the
product.
3. Product was defective.
4. Customer abuse of liberal return policy.

Retailer

1. Product packaging outdated.

2. Seasonal product.
3. Product replaced by new version.
4. Product discontinued.
5. Retailer inventory too high (overstock, marketing returns,
or slow-moving).
6. Retailer going out of business.

Table.1
Often, two identical products will follow different routes to different
destinations, depending on where in the distribution channel they enter the
reverse logistics flow. One such example as mentioned by Rogers and TibbenLembke (1998), a book that is returned to a store by a customer may not end up
at the same place as a book returned by the store to its supplier due to
overstocking. Neither of these books may end up in the same place as the books
returned by the distributor.
When a product has been replaced by a new version, a retailer may continue to
sell the old version until it is gone, perhaps at a discount. The product may never
14

enter the secondary market. If the product does enter the reverse logistics flow,
the firm may sell it to a liquidator for a relatively high price. This may be
especially true when the new product represents only a minor, incremental
improvement over an already popular product. On the other hand if the changes
are significant, then the manufacturer may offer an incentive to sell of the
remaining products. Often when this happens the retailer may take down the old
product and sell it off to the secondary market.
When the product has not met the expected sales, manufacturers often find it
difficult to sell them to the secondary market even at a greatly reduced price.
Returned Product Types
Rogers and Tibben-Lembke (1998) classify the retail products in a reverse
logistics flow as follows:
1. Close-outs: first quality products that the retailer has decided to no longer
carry;
2. Buy-outs or lifts: where one manufacturer buys out retailers supply of
competitors product;
3. Job-outs: first quality seasonal, holiday merchandise;
4. Surplus: first quality overstock, overrun, marketing returns, slow-moving
merchandise;
5. Defective: products discovered to be defective;
6. Non-Defective Defectives: products thought incorrectly to be defective;
7. Salvage: damaged items, and
8. Returns: products returned by customers.

3.4 Returns Management

Return management is the process of returning product as well as the
transformation of the product back to reusable condition. Returns Management
uses tools and systems to maximize profits in the process.
Rogers and Tibben-Lembke (1998) mention seven channels for disposing the
products that have been returned to the manufacturer. They are:
1. Return to Vendor
15

2. Sell as new
3. Sell Via Outlet or Discount
4. Sell to Secondary Market
5. Donate to Charity
6. Remanufacture/Refurbish
7. Materials Reclamation/Recycling/Landfill
Based on the condition of the returned product, contractual obligations with the
vendor, and the demand for the product, the manufacturer has one or more of
the above options to dispose the returned product.
Return to vendor
Often the vendor offers incentives for large orders, and retailers buy products in
bulk. If the product doesnt do well in the market the retailer returns the
products to the vendor. Similarly if a customer returns a product because of a
defect or claiming that it has a defect, the manufacturer would like to take it
back so as to avoid such defects in the future, and also this way they can avoid
non-defective defectives. Another reason the manufacturer would like to take
back the product could be to avoid cannibalization of the parts and keep the
brand name clean. Because often what happens is the product is sent to a
secondary market where cheap parts are installed on the product and sold at a
reduced price at a flea market or dollar store.
Sell as New
Some of the returned products are either unused or unopened; in such cases the
manufacturer can repackage and sell it as new to the retailers or an outlet store,
depending on the demand of the product. On the other hand some products like
circuit breakers are not legally allowed to be sold once it has been returned even
if it has been installed for a short period or never been installed at all.
Sell Via Outlet or Discount
If the product has been returned, or if the retailer has too large an inventory, it
can be sold via an outlet store. Selling through outlet stores has a number of
advantages like maintaining control over the products, and the knowledge of
where the products are being sold. This helps firms in maintaining their brand

16

name. Often outlet stores offer a large margin than the retailers, because the
ultimate goal here is to clear out inventory.
Sell to Secondary Market
When a firm has been unable to sell a product, cannot return it to the vendor,
and is unable to sell it at an outlet store, one of its final options is to sell it via the
secondary market. The secondary market consists of firms that specialize in
buying close-outs, surplus, and salvage items, at prices as low as ten cents on the
dollar.
Donate to Charity
The products that cannot be sold to the retailers or vendors, because they need
slight repair or cosmetic changes, manufacturers may choose to donate them to
a charity. In this case the manufacturer does not receive any money, but the
image of the company will have a positive effect as a good corporate citizen.
Remanufacture/Refurbish
Before a product is sent to recycling the manufacturer has the option to see if it
can be repaired or reconditioned by either replacing parts of the item or by
making cosmetic changes, so that it can be sold to the secondary market where
they will be sold as reconditioned goods or remanufactured goods. But it is also
necessary to make sure the product has never been used by the returning
customer, because no matter how well the refurbishing or reconditioning
process is it cannot be sold in some markets.
Materials Reclamation/Recycling/Landfill
There are several reasons for sending an item to the landfill for example some
goods cannot be resold in any form due to safety regulations. Another reason is
when the manufacturer has found that there is no way to get any value from the
returned item. The final option is to send it to material reclamation to take out
the parts which can be recycled for material or the part itself. The other option is
to recycle the material, like parts made out of plastic, metal etc...The last option
is of course to send it to landfill. The items generally sent to landfill are
considered as waste material, and which has no use to anybody. The
manufacturer of course has to make sure to take necessary safety precautions

17

before sending it to the landfill like refining, cleaning, and separating hazardous
and non-hazardous material.
Making the right choice
Any of the choices described above can be successfully applied individually or in
combinations by the manufacturer. The alternatives range from high cost and
high

management

maintenance

to

profitable

and

low

management

maintenance. Making the right choice requires the ability to define the expected
outcome, use the correct technique or combinations of the techniques and tools
for each situation, and then deliver the results as planned using the resources.
Often companies use software and web based tools that help locating, tracking,
and managing products as they are returned. However these solutions only help
to get the product returned efficiently. Product quality still needs to be ensured
to prepare it for the resale options.
Outsourcing often generates more value provided a partner who has strategic
value and can implement processes that fit the business need for the parent
company is selected. The questions that need to be asked by the parent
company can be along the lines of How can you create a comprehensive returns
management plan for our products that:

helps to reduce the number of returns that must be dealt with from our
customers,

transforms inherently negative customer experiences into a valuable

strategic asset, and

generates profits from returns that were previously a loss?

In summary the critical points for returns management are:

Prevent returns from occurring in the first place.

Look beyond the immediate challenge: The questions you need to answer
are How do we create a comprehensive returns management plan that
transforms inherently negative customer experiences into a valuable
strategic asset? How do we reduce the number of returns that must be
dealt with from our customers?

18

Develop a holistic solution that will address returns from multiple angles and
will likely provide benefits that extend far beyond the area of reverse
logistics.

Returns management solutions must account for a variety of factors, such as

business models, product type, and market geography. These should
minimize or eliminate costs, or generate a profit. The most productive
solutions are developed from a grounded approach that is based on business
needs that are comprehensive and forward looking.

Reach for profits from product returns; the options for getting real value are
available for many product returns. These options should be evaluated by
internal and external expertise to rethink the as-is process.

Below is a list of key reverse logistics management elements as given by Rogers

and Tibben-Lembke (1998):

Gatekeeping

Compacting Disposition Cycle Time

Reverse Logistics Information Systems

Centralized Return Centers

Zero Returns

Remanufacture and Refurbishment

Asset Recovery

Negotiation

Financial Management

Outsourcing

Gatekeeping
Gatekeeping is the screening of defective and unwarranted returned
merchandise at the entry point into the reverse logistics process. Good
gatekeeping is the first critical factor in making the entire reverse flow
manageable and profitable. Often in companies where the return policies are
lenient consumers tend to abuse their privileges. Also customers sometimes do
not read the instructions of the return policies correctly, which leads
unnecessary trouble for the retailers and in turn the manufacturer. A good
19

gatekeeping process can help the manufacturer in keeping this to as low as

possible.
Compacting Disposition Cycle Time
Just like gatekeeping shorter disposition cycle time is an important factor in
managing returns. Often it is difficult for companies to determine which reverse
logistics channel the returned product should be placed in. The sooner this is
determined action can be taken that quickly. Companies are always thinking
about shortening their production cycle times, but it is just as important for them
to compact the reverse cycle time as well to gain money from the returned
product.
Reverse Logistics Information Systems
The information surrounding the reverse logistics needs to be automated in
order to have a better reverse logistics process. Not many companies have good
information systems in place for doing so. At the same time putting the
information together to be accessible is a difficult job.
Returns Transaction Processing
In general very few companies have mastered the technology of tracking their
products in forward supply chain, and virtually none have achieved just below
average technology in the reverse process. In this regard both the retailer and
manufacturer have integrated their information systems to achieve some sort of
a working tracking process.
Centralized Return Centers
Returns centers have existed for many years, but only recently the full use of
centralized return centers has been achieved by manufacturing companies. In a
centralized system all products for the reverse logistics pipeline are brought to a
central facility, where they are sorted, processes, and then shipped to their next
destinations. This system has the benefit of the reverse logistics flow customers,
which often leads to higher revenues for the returned items. Also this process
can help in determining the right reverse channel for the returned item.

20

Zero Returns
In zero return programs, the manufacturer or distributor does not permit
products to come back through the return channel. Instead, they give the retailer
or other downstream entity a return allowance, and develop rules and guidelines
for acceptable disposition of the product. The zero return policy often tends to
have a negative effect in customer satisfaction and in turn the brand image.
Remanufacture and Refurbishment
Thierry, et al. (1995) defined five categories of remanufacture and
refurbishment. These five categories, shown in Table.2, are repair, refurbishing,
remanufacturing, cannibalization, and recycling.

1. Repair
2. Refurbishing
3. Remanufacturing
4. Cannibalization
5. Recycling
Table.2
The first three categories: repair, refurbishing, and remanufacturing, involve
product recondition and upgrade. Cannibalization is simply the recovery of a
restricted set of reusable parts from used products. Recycling is the reuse of
materials that were part of another product or subassembly.
Asset Recovery
Asset recovery is the classification and disposition of returned goods, surplus,
obsolete, scrap, waste and excess material products, other assets, in a way tha
maximizes returns to the owner, while minimizing costs and liabilities associated
with the dispositions. Asset recovery is a major operation in any company, and
this one of the major ways of reducing waste, recovering revenue, and holding a
green image in the society.
Negotiation
The price of a product is determined by the cost for the company to produce it
and the brand value, and several other factors like marketing, etc...Similarly the
value of the products that have been returned is also affected by several factors
21

like age, degree of use, which used it, etc...No matter what the condition of the
returned good is the price is always negotiable, this may not be the same when
products are moving in the forward supply chain.
Financial Management
The key to a successful reverse logistics process is good financial management.
Most firms invest too much money in unnecessary and unwanted processes,
without actually analyzing the requirements of their business. Firms need to
research the right strategy for their business instead of following what
everybody else is doing blindly. Because what works for one firm may or may not
work another firm. Only after conducting analysis should they actually invest.

3.5 Reverse Logistics Activities

All the activities that a company carries out to collect the used, damaged,
unwanted, or outdated products, as well as packaging and shipping materials
from the end-user or reseller can be considered as reverse logistics activities.
Once a product has been returned to the company, the firm has many disposal
options from which to choose. Rogers and Tibben-Lembke (1998) classify some
of these activities as in Table.3.
Among the many options firms have to do with the products returned, the first
choice would be to return it to the supplier for a full refund. Often products that
havent been used can be sold to a different customer, or maybe sold through a
different outlet store. And if the products are not of sufficient quality they may
be sent to a salvage company which will export it to a foreign market. And if the
product cannot be sold as is or if the firm can significantly increase the selling
price by reconditioning, refurbishing or remanufacturing the product, the firm
may perform these activities before selling the product. These operations may
also be performed by a third party firm that specializes in the field of
reconditioning/remanufacturing/refurbishing. Finally if none of these operations
can be performed, then the manufacturer can try to find which components of
the product can be reused to manufacture new products, and the rest can be
sent to recycle or landfill.

22

Material

Reverse Logistics Activities

Products

Return to supplier
Resell
Sell via outlet
Salvage
Recondition
Refurbish
Remanufacture
Reclaim materials
Recycle
Landfill

Packaging

Reuse
Refurbish
Reclaim materials
Recycle
Salvage

Table.3
Packaging materials on the other hand can often be recycled. Often
manufacturers use reusable totes and pallets.

3.6 Classification of reverse logistics activities

Rogers and Tibben-Lembke (1998) classify reverse logistics activities based on
whether the goods in the reverse flow are coming from the end user or from
another member of the distribution channel such as a retailer or distribution
center; and whether the material in the flow is a product or a packaging material
as given in Table.4.

23

Products

Supply Chain Partners

End Users

Stock Balancing Returns

Defective/Unwanted

Marketing Returns

products

End of Life/Season

Warranty Returns

Transit Damage

Recalls
Environmental

Packaging

Disposal Issues

Reusable Totes

Reuse

Multi-Trip Packaging

Recycling

Disposal Requirements

Disposal Restrictions

Table.4
Rogers and Tibben-Lembke (1998) also indicate that where products are inserted
into the reverse flow, is a prime determinant in the resulting reverse logistics
system. For instance, if a product enters the reverse logistics flow from a
consumer, it may be a defective product, or, the consumer may have claimed it
was defective in order to be able to return it. The consumer may believe it to be
defective although it is in perfect order in reality. This category of returns is
called non-defective defectives.
Depending on whether the product has reached the end of its useful life, the
consumer may have returned the product for service or due to a manufacturer
recall, or in some cases, so that the manufacturer can dispose of the product
properly, or reclaim materials.
In the case of supply chain partners, the products may have been returned due
to an over-ordered marketing promotion or because the product failed to sell as
well as desired. Further, the product may have come to an end of its life, or to
the end of its regular selling season, or in some cases the product may have been
damaged during transit.

24

Since their research was based primarily in the US region, Rogers and TibbenLembke(1998) mention that packaging material does not play a big part in the
reverse logistics activities as opposed to the actual products themselves. They
also mention that this may differ in the case of European firms as they are
keener on green logistics and are often known to use reusable plastic totes and
knockdown cages.

3.7 Challenges in Reverse Logistics

Most challenges in managing reverse logistics can be traced to two broad
categories-Process and Investment (Two Steps Forward, One Step Back...,Saty
Chawla, May 2007).

Ill-defined processes

Too many touch points-A high number of touch points significantly increases
the chance that the condition of the product will deteriorate.

Long cycle time-A high number of touch points in turn increases the cycle
time which in turn increases the waiting time for the customers return
order. It also provides little time to recondition, repackage and resell the
product.

Missing feedback mechanism-Incompetent business intelligence leads to

incompetent reverse logistics, and not being able to track the issues that
affect the reverse logistics.

Neglect

Out of focus-Previously management executives believed that making

returns easier for the consumer increases the behavior of returning until it
was found out to be profitable for the companies recently by researchers.

25

Dispersed view-The existence of multi-channel returns leads to price

differences, missing item-data or simply a lack of cross-channel visibility of
purchases.

Limited visibility-Often there is little or no information given to retailers by

the firms about the inventory in their returns pipeline which leads to bad
planning.

Retailer-Manufacturer conflict
Rogers and Tibben-Lembke (1998) mention another one of the difficulties in
managing returns as the difference between manufacturers and retailers.
According to them the retailer and manufacturer may disagree on any one of the
following:

Condition of the item

Value of the item

Timeliness of response

Usually when retailers send back products to the manufacturer, they believe the
products to be in pristine condition, and that any damages must have occurred
during transit or must be manufacturing defects. On the other hand the
manufacturer may suspect the retailer of abusing return privileges because of
poor planning, or of returning product damaged by the retailer. Further, the
manufacturer and retailer must agree upon the value of the returned item. While
the retailer may expect a full credit for the return, the manufacturer may think
otherwise.
Both retailers and manufacturers want to get rid of the excess inventory because
each one has an issue with it. While the retailers would like to return it at the
end of a quarter to reduce inventories, the manufacturers can be slow to
recognize returns as a subtraction from sales.
Sometimes the retailer simply deducts the cost of the items from an invoice.
Often, that invoice is not the same one for the goods being returned.

26

These conflicts have to be resolved by mutual understanding to develop a better

partnership, as one cannot survive without the other.

Problem Return Symptoms

Dr. Richard Dawe of the Fritz Institute of International Logistics identified six
symptoms of problem returns. The Table.5 below gives those six problem return
symptoms:
Symptoms

Returns arriving faster than processing or disposal

Large amount of returns inventory held in the warehouse

Unidentified or unauthorized returns

Lengthy processing cycle times

Unknown total cost of the returns process

Customers have lost confidence in the repair activity

Table.5

3.8 Factors considered for the RL networks categorization

Marco Serrato gives the categorization of reverse logistics network in his paper
based on two factors that determine the structure and characteristics of every RL
system which are the length of the products life cycle and the variability in the
rate of returns in any particular period.
The length of the product life cycle varies across products and industries (Rogers
and Tibben-Lembke, 1999). Often it is difficult to identify where a real product is
in its life cycle once it moves past the introductory and growth stages, which
means firms have to look for demand turning points. This can be done when the
company tracks the history and marketplace, and forecast.

27

The stage of the product in its life cycle also affects the rate of return, which
makes it difficult to forecast the returns.

3.9 Effects of product life cycle and rate of returns on the

RL network
Marco Serrato gives the relationship of the product life cycle and rate of returns
with reverse logistics network in his paper Characterization of reverse logistics
networks for outsourcing decisions. This section will summarize his thoughts.
Most products either fail in the early stages of the product life cycle or fail to
maintain a stable growth. The rate of returns depends inversely on the length of
the products life. For example, in the computer market the introduction of new
components accelerates the demise of computer models previously introduced,
as the manufacturer must introduce new models (just as its competitors are
doing) that will reduce the sales of the existing models (Tibben-Lembke, 2002).
Serrato refers to the six phases of the product life cycle to understand the
reverse logistics flow. The six phases of the life cycle as given by Tibben-Lembke
(2002) in his paper Life after death: reverse logistics and the product life cycle
are: development, introduction, growth, maturity, decline and cancellation. Fig.
2 shows the expected sales volume during these stages.

Sales
Volume

t
Development

Introduction

Growth

Maturity

Decline

Cancellation

Fig. 2
28

The major issues that define the volume of the units returned through the RL
system for a product model (such as a specific model number of a particular
product) during these six phases are:
Development phase
It can be expected that there will be no returns at this stage, because the new
product will have very minor changes from the current product, and clients who
like the current product will obviously like a revised version.
Introduction phase
Firms can expect to begin making plans for dealing with the products that will
eventually be returned at this stage. With the revised version of a current
product, firms can forecast the returns based on the trends for the current
product.
During the introduction stage, the company must also begin dealing with the
flow of the returned products. Because a new model is often a minor
modification of the existing product, production difficulties in adapting to the
new mode should be minimal. The minor modification also means demand for
the new model would be expected to be very similar to demand for the previous
model. In the case of a new model of a popular product, sales may be high from
the beginning or start small and grow quickly, as customer demand for an
established, known product is transferred to the new product. In these cases,
Tibben-Lembke (2002) suggests that the product will skip the introduction phase.
Growth phase
Growth phase means the sales increase exponentially and so does the returns.
This however may not always be true. As more customers are attracted to the
product, these new customers may be less knowledgeable about the product,
and the rate of non-defective defectives may increase. This in turn will also
increase the variability of the rate of returns.

29

Maturity phase
As the sales of the product reaches maturity the rate of returns can also be
expected to reach a stable phase. In retrospect, the volume of returns in any
period is related not with the volume of sales in the same period, but actually
with the historical sales in the previous periods. Although the sales volume may
have reached a stable phase, the rate of returns may actually increase in the
consecutive periods.
Decline phase
Often it is difficult to determine the end of this stage of the cycle, and the
reverse logistics has to work till the end of this phase. As the sales begin to
decline the price of the product in the secondary market also start to decline,
and hence these secondary market firms will be interested in purchasing the
product.

Cancellation phase
The volume of returns will continue to decrease before stopping altogether at
this stage of the life cycle. Even if the product has sold well, at the end of its life,
retailers may send any unsold product back.
Variability in return rates affects the reverse flow greatly. Variable return rates
means the supply in the reverse flow varies, and it is difficult for any firm to keep
up with. Inventories have to be maintained all the time, and inventory is bad for
any company.

3.10 Effects of environment on reverse logistics

Now that we have a basic idea of Reverse logistics, in this section of the paper
we will see what role reverse logistics has in the manufacturing world, how the
reverse logistics activities affect various decisions in a company, and what impact
30

these activities and decisions have on the environment. As mentioned in the

early parts of this section many manufacturing firms often get involved in
improving their reverse logistics either they are forced by law to keep track of
their returned goods and dispose them safely or they are self- motivated to
maintain s green image among their customers. Whatever may be their
motivating factor, in future their logistics decisions will be greatly impacted by
environmental effects. Rogers and Tibben-Lembke (1998) list out a few reasons
why this is true:

Increase in landfill costs over the years.

Many products can no longer be landfilled because of environmental

regulations.

Economics and environmental considerations are forcing firms to use

more reusable packaging, totes and other materials.

Environmentally motivated restrictions are forcing firms to take back

their packaging materials

Many producers are required by law to take back their products at the
end of their useful lifetime.

Disposing of unwanted products is becoming a more closely monitored

activity. To a great extent this is true for most nations in the world. It can be
seen that often companies based in the US and European nations that have
facilities or have outsourced manufacturing jobs to countries like India, China
and Thailand where the labor is cheaper still monitor how these offshore
sites deal the waste material that is generated at these sites. Also they
propose a certain standard for the outsourcing firm which has to be met. The
exponential growth in the landfill costs in the US and Europe can be
attributed to the regulations affecting landfills say Rogers and TibbenLembke (1998). The restrictions focus on the protection of human health and
the environment as a result of which many facilities have closed.
Another area of increasing regulation is the determination of what items can
be placed into a landfill. There is an increased regulation on what can be
31

placed in landfills throughout the Europe and US. Often in the regions where
the manufacturer is not forced by law to take back their products when they
reach the end of life, they are also not allowed to place them in landfills. This
forces the manufacturers to collect their products.
All these reasons have contributed to the increase in reusable material for
packaging and transportation. This has contributed to the increase in the
field of design for reusability. Often companies think about reusable material
and components for their products in the development and design stage of
the product.

32

4. RESULTS
As mentioned earlier the questions for the survey were designed to get an
understanding of the concept of reverse logistics as understood by the
manufacturers and the logistics experts working in the companies. In this section
of the paper an attempt has been made to present the answers given by the
respondents in a tangible form, to give an idea of their perception of the concept
of reverse logistics. In the next section i.e., Analysis, analysis of the responses
and correlating them with concepts in the theoretical background section is
shown. Also, it should be noted that in this section only the responses as given
by the participants through survey alone will be discussed. A more detailed
analysis of those responses along with the discussions carried out with the
participants is given the Analysis section of this report.
The survey targets at answering 6 basic questions:

Which companies are affected by reverse logistics?

What do they know about reverse logistics?

How do customers choose their suppliers?

How do returns affect the manufacturers?

What happens to the returned goods?

How well have the reverse logistics concepts penetrated the

manufacturing industry?

In the following parts of this section these questions have been explained based
on the responses to the survey.
4.1 The respondents
Around 40 people in the manufacturing and supply chain division of about 20
companies were contacted for the survey. The Table.6 below gives the names of
the respondent companies with some details about them.

33

Company

Primary Product

Ashok Leyland

Automotive

Position of the respondent

1. Deputy Manager (Product
Development)
2. Deputy Manager
(Purchasing)

Hewlett-Packard

Electronics and

3. Purchase Engineer

Computers
Textron India Pvt.

Automotive

4. Supply Chain Executive

Accenture

Consulting

5. Supply Chain Manager

SunMax

Automotive spare

Engineering Works

parts

Ltd

6. Production Manager

Table.6
Through the second question in the survey it was found that most of the
respondent companies were involved more than one business channel. The
Table.7 below gives the classification of the respondent companies.
Company
Ashok Leyland

Business channel
Manufacturer, Wholesaler

Hewlett-Packard

Manufacturer, Wholesaler, Service provider

Textron India Pvt. Ltd

Manufacturer, Wholesaler

Accenture

Service provider

SunMax Engineering Works

Manufacturer, Wholesaler

Table.7
As it can be seen from the Table.8 below an attempt to involve companies from
different manufacturing fields to participate in the survey for this thesis to get a
better picture of reverse logistics. The Table.8 gives the primary business
product of the respondent companies.

34

Company
Ashok Leyland

Business
Automotive

Hewlett-Packard

Electronic and computers

Textron India Pvt. Ltd

Automotive

Accenture

Consulting, Service provider

SunMax

Automotive spare parts

Table.8
4.2 What do they know about Reverse Logistics?
The very first question of the survey gives the respondents an opportunity to
define reverse logistics in their own words. Most of the respondents seem to
have a fair idea of what reverse logistics means. To summarize their response to
this question, reverse logistics can be defined as all the activities that help the
manufacturers to get the products from the end users back to the company
smoothly to remanufacture, reuse or dispose safely. Further when the
respondents were contacted for discussions through the phone and online chat,
it was seen that they had a little bit of experience in this field, but never really
realized until now that their company and manufacturers in general are involved
in the reverse logistics business. Also it was found that their response to this
question was given by searching for the definition on the internet, since they had
never actually heard the term. The respondents further explained that although
they had never heard about the term reverse logistics, they and their company
with or without the knowledge of the term still had performed some or all the
reverse logistics activities.
4.3 How do customers select their suppliers?
It is a difficult task for customers when they have to decide which supplier to
choose. Customers look for different characteristics in their supplier. A list of
some of the common factors that customers consider when choosing their
supplier were given, and the respondents were asked to rate the importance of
each of these factors to their customers according to them on a scale of 1
through 7. The Table.9 below gives the overall scores for each of these factors.
35

Factor
Cost reduction
Price
Quality of Service
Return Policies
Speed of Delivery
Variety of products

P1
6
5
6
4
5
3

P2
7
6
6
3
4
3

Participant
P3 P4
5
5
5
3
7
7
2
5
5
5
2
3

Overall score
P5
6
4
6
4
5
3

P6
6
6
4
4
5
4

35
29
36
22
29
18

Table.9
Often customers choose products that have liberal return policies, because
customers prefer the option of returning the product in case they dont like it
after they have used it for a short while. Manufacturers on the other hand do not
like the idea of returns and hence have to device return policies lenient enough
to attract customers but strict enough to avoid goods being returned for no
apparent reason. The respondents were asked to score between 1 for very strict
and 7 for very liberal return policy in their company. The Table.10 below gives
the scoring as given by the 7 respondents.
Participant
P1
P2
P3
P4
P5
P6

Strict
1

3
3

Liberal
7

4
3
3
4
5

Table.10
4.4 How do returns affect the manufacturers?
It is necessary to understand the effect of returns on the cost, so the
respondents were asked to mention the percentage of returns based on their
sales for the past year. The percentage of returns ranges to between 5 and 10%
for the respondents.
Similarly it is also necessary to understand whether the customers are satisfied
after they have returned the product for a replacement, and also to understand
how quickly the returned goods can be converted to cash. According to the

36

responses that were received the average returns processing cycling times for
the primary product of the respondent companies, ranges between 2 weeks and
6 weeks.
4.5 What happens to the returned goods?
Once the product has been returned and brought to the collection center, the
manufacturer has several options to choose to get value out of the returned
product. In the survey a few of those options were picked out and the
respondents were asked to estimate the percentage of goods represented by
each of the options mentioned in the survey. The bar chart in Fig.3 below
represents the distribution of the each of the options for the six participants.

100%

Other

90%
Land Fill

80%
70%

Sold to broker

60%
Sold at outlet store
50%
Sent to central processing
facility

40%
30%

Resold as is

20%
Repackaged and sold as new

10%
0%
p1

p2

p3

p4

p5

p6

Remanufactured/Refurbished

Percentage

Fig.3
The Table.11 gives the responses for the 6 participants associated with the bar
chart above.

37

Activities

Percentage associated with each activity

Participants
P1

P2

P3

P4

P5

P6

Donated

Recycled

15

20

Remanufactured/Refurbished

95

95

80

80

70

Repackaged and sold as new

Resold as is

Sent to central processing

Sold at outlet store

10

Sold to broker

Landfill

Other

facility

Table.11

4.6 How well have the Reverse Logistics concepts penetrated the
manufacturing industry?
In order to understand the benefits of a good reverse logistics process, the
participants were asked to list them out according to their experiences as a
supply chain and/or logistics expert. The list below summarizes the benefits of a
good reverse logistics process as given by the participants:

Optimal use of material

Increased profits

Better customer satisfaction

Green image

Smaller returns inventory

38

Through the literature study it can be seen that although the reverse logistics
costs do not make a significant part of the total cost for the company, by
reducing the reverse logistics cost the company can make a small reduction in
the total cost. According to the participants replies reverse logistics cost
represents about 5 to 10% of their total logistics costs.
To find out the level of knowledge about reverse logistics among the participants
of the survey they were asked to choose between 5 options that represent 5
different levels from naive and maverick. The Fig.4 gives the distribution of the
participant companies over the 5 levels.
Innocent
0,00%

Level of knowlede

Understanding
0,00%

Competent
16,67%
N/A
16,67%
Excellent
16,67%
Developed
50,00%

Fig.4
Maintaining a green image for any company is important, and safe disposal of
waste material makes them a good corporate citizen. At a time when landfill
costs are high and governments imposing strict rules for waste disposal, it has
become difficult for the manufacturers of today. The participants were asked to
list out a few measures they take to ensure safe disposal of waste material in
their company. They are as follows:

Cleaning and refining solid and liquid waste before dispatching for
dumping grounds.

39

Making sure to do business with companies that follow standard safe

waste disposal procedures.

Ensuring the partner firms are certified by environmental safety

organizations.

Trying to recycle as much as possible to reduce usage of hazardous

material.

Always follow the rule reduce-reuse-recycle.

Often companies get certifications from different organizations for various

reasons like for example to get competitive edge over their rivals, create green
image among their customers, and some certifications are a mandate by law. The
participant companies were asked if their companies were certified by any such
environmental safety organizations. The following list gives the certifications
received by some of the participant companies:

ISO/TS 16949(Ashok Leyland)

ISO 14001(Ashok Leyland)

ISO 11469(Hewlett-Packard)

ISO 14001(Textron India)

The survey conducted in this survey does not target on any one size of the
company, instead was targeted at companies of all sizes. The list below gives the
approximate number of employees working at each of the 5 firms:
Ashok Leyland-550
Hewlett-Packard-2000
Textron India Pvt. Ltd-1800
Accenture-5000
SunMax Engineering Works-100

40

5. ANALYSIS
In this section the responses given by the participants to the survey have been
analyzed in a detailed manner. The analysis is also based on the conversations
with the participants that were conducted after the survey was done. Also an
attempt to correlate the participants responses to the theoretical background
has been made to understand the thoughts of the respondents on the topic.
Since this thesis is based upon a survey and discussions, the number of responses
collected plays a very important role and so, as many companies as possible
were contacted to collect a decent amount of data to analyze and generalize
some of the concepts. Unfortunately only six responses were collected and I
have tried to analyze them as effectively as possible.
As explained in the results section the participants had never heard of the term
reverse logistics, which led them to search it over the internet to find out what
exactly the term meant. The responses to the survey given by the participants
were based upon what they learnt through the internet. During the discussion
the participants explained that although they had never heard of the term, once
they understood the concept they found that they had performed at least some
of

the

reverse

logistics

activities

in

their

company.

Fig.5
41

The Fig.5 above gives the distribution of participants who had a fair knowledge
about reverse logistics as opposed to those who had very little or no knowledge
whatsoever.
From the Fig.5 it can be seen that the share is pretty even Steven. Since the
number of participants involved in this survey is very small, it cannot be fairly
judged whether this would stand true for the whole of the manufacturing world.
But since all the participants admitted during the discussion that they had
performed some or most of the reverse logistics activities in their company, it
can be said that reverse logistics activities happen on a daily basis in every
manufacturing company, and it does play an important role.
One of the objectives of this thesis was to find out how far has reverse logistics
reached as a strategy and to find out whether reverse logistics plays an
important role all through the manufacturing world or does it have an impact
only on a company of a certain size, type of product etc... This led to the decision
of contacting companies of all sizes and different primary products. It can be
seen from Table.7 and Table.8 that 4 out of the 5 firms are manufacturing firms
out of which 3 of them belong to automotive industry and one of them is among
the leading computer manufacturers in the world. Only one of the responding
firms belongs to the service industry and they also are involved in the supply
chain consulting. This variety gave us the opportunity of taking perspectives from
a multifaceted group of individuals. During the discussion it was found though
that although all these companies have performed reverse logistics activities,
they believe that reverse logistics plays an important role where products are
consumed more frequently, and where interaction between producers and
consumers is more frequent. I also had the same opinion after conducting the
theoretical study, but since the last minute change in the target group didnt give
much time to contact more FMCG and electronics companies where the above
mentioned frequency can be seen, whatever little information was collected has
been used efficiently to complete this thesis project.

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Returns for any manufacturer are inevitable, so the only option for them is to
device a return policy strict enough to reduce returns. Formulating return
policies can be a tricky task, because a return policy very strict will make the
customers to think twice before choosing them as the supplier, on the other
hand a very lenient return policy will lead to too many returns. The Fig.6 below
shows the leniency of return policies of the participant companies.

Fig.6
It can be clearly seen that the values vary very close to the midpoint in the scale
given in the survey, through which it can be said that manufacturers have to give
a trade off when formulating return policies, or else they will lose their
customers to the competitors.
The returns according to the respondents, in their respective companies, vary
between 5 to 10% of their total sales. The amount of returns depends on many
factors like defects, quality, features, competition, return policies and the
product itself according to the participants.
The Fig.7 below shows the overall scores of the factors considered by the
customers when choosing suppliers according to the participants. It can be seen
that cost reduction and quality of service are the two most important factors
which customers consider while choosing suppliers. Speed of delivery is the third
43

most important factor according to the responses given by the participants. A

good reverse logistics process will increase the speed of delivery which in turn
will improve the quality of service.

Fig.7
This shows that a good reverse logistics process can help in improving the quality
of service to the customers. It can also be seen that return policies do not play a
big role in choosing suppliers as long as the service is on par.
The returns processing cycle time plays an important role in the customersupplier relation, because both the parties would like the returns processing
cycle time to be as short as possible. The customer for the obvious reason of
getting the product as quickly as possible back to the manufacturer, either to get
a refund, replacement, or repair. Whereas the supplier would like to keep the
returns processing cycle time short because the supplier would like to get value
out of the returned product as quickly as possible to reduce the inventory costs,
and balance their records. As for our respondents the returns processing cycle
time varies between 2 and 6 weeks depending on the products. It is pretty
obvious that the processing cycle time varies from product to product and
company to company, because each company follows a different reverse logistics
strategy and there is no standard strategy that works for all.

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As mentioned earlier the objective of a short reverse processing cycle time from
a manufacturers perspective is to get value from the returned product as quickly
as possible. And once the product has been received at the collection center, the
manufacturer has several options to choose from to obtain value from the
returned goods. Some of the most common options for obtaining value out of
the returned goods have been mentioned in the theoretical background. The bar
graph in Fig.3 shows the distribution of the returned goods between each of the
listed reverse logistics activities for the participating companies. It should be
noted that the values in the Table.11 as given by the respondents is only an
estimate. From the table it can be seen that a big chunk of the returned goods go
through remanufacturing and refurbishing. And the rest of the returned goods go
through the other lines in the reverse logistics process in varied percentages. P5
in the table and bar graph represents the consulting firm and hence has no
values filled in. Depending on the type of product and reusability of its
components, and also many other factors like composition of the material used
in the product these number may change, and hence these results dont hold
true for the whole manufacturing world. But it can be said that the options
mentioned in the survey are the most common ones chosen by most of the
manufacturing firms to obtain value from the returned goods.
Although the participants have never heard of the term reverse logistics, once
they learnt about it they believe that their firms have good reverse logistics
processes prevalent in their companies. As seen in the pie chart in Fig.4 50% of
the participants believe that their reverse logistics process can be considered as
developed which means there is a growing focus on warranty recovery,
increasing efforts to implement newer techniques are being made in their
company and that they meet local and global environmental legislature. 16.67%
believe that their reverse logistics process is excellent, which means that they
have a world class reverse logistics process, they have minimized the warranty
cost, they fully comply with the environmental legislature and that they have
been able to recover revenue from waste materials. And another 16.67% believe
their reverse logistics process is competent which means they have a strong
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reverse logistics process and they are striving towards making it better on a
regular basis.
From the responses to the question 10 in the survey it can be seen that all the
respondents feel responsible to keep the environment clean, and all of them are
striving to have a green image. And with the depleting resources and the rising
cost is driving these companies to develop new strategies to improve their
competitiveness in the manufacturing world and reverse logistics will play an
important role in this regard.
The question that whether reverse logistics can be used as a strategy to stay
competitive can be answered by looking at the opportunity of reducing cost to
the company in the logistics department. Although according to the respondents
reverse logistics cost make up only about 5 to 10% of their total logistics costs, it
can still be considered an area of opportunity to reduce the overall cost for the
company.
As a good corporate citizen it is necessary for the manufacturers to take
responsibility in the safe disposal of their wastes and reuse as much of the waste
material as efficiently as possible. It can be seen from our participants responses
that they are making efforts in this regard; by ensuring they clean and refine
their waste before disposing it, and making it a mandate for their business
partners too.

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6. Conclusions and Recommendations

This project has tried to put together the basics concepts of reverse logistics and
the benefits of having a good reverse logistics process. It was a tedious job to
gather the information necessary to complete this project starting from
collecting the data for the theoretical background, going through numerous
articles to find the right kind of information, understanding the concepts,
formulating the survey, getting the right people to respond on time, and finally
analyzing the gathered data. After all this drama it can be seen that a majority of
the manufacturing firms have no idea of what reverse logistics means. However,
digging deeper it can be seen that reverse logistics processes and activities
happen on a daily basis in the manufacturing world with or without the
knowledge of the participants. During the discussions with the participants of the
survey it was found that many of the reverse logistics strategies are in place in
these firms, its just that they are not aware that the activities that they perform
on a regular basis is collectively known as reverse logistics.
It can be seen that reverse logistics does play an important role for the
manufacturing firms to stay competitive. Also that having a good reverse logistics
process in place leads to reduction in cost, optimal use of resources, better
customer satisfaction and improved customer loyalty, reduction in returns
process time, and creating a green image.
It is further recommended for these companies that they pay more attention to
the reverse logistics processes as the cost for reverse logistics is around 5 to 10%
of the total costs for logistics which is a small percentage but nevertheless an
opportunity for improvement. And it is important for any company to try to
continue improving their process if it has to survive for a long period in the
market.

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7. List of References:
[1] Chawla, Saty, 2007,Two Steps Forward, One Step Back, p2-p3
*2+ Cope, David, 2006,The increasing importance of reverse logistics in technology,
[3] de Brito, Marisa P.; Dekker, Rommert; April 2003,A Framework for Reverse
Logistics, p1-p21
[4] Dekker, Rommert; Fleischmann, Moritz; Inderfurth, Karl; Van Wassenhove, Luk N.,
2004,Reverse Logistics: Quantitative Models for Closed-Loop Supply Chains, SpringerVerlag, ISBN 3-540-40696-4
[5] Fleischmann, Moritz, 2000,Quantitative Models for Reverse Logistics, p5
[6] Rogers, Dale S.; Tibben-Lembke, Ronald S., 1998,Going Backwards: Reverse Logistics
Trends and Practices
*7+ Serrato, Marco; Ryan, Sarah M.; Gaytan, Juan, 2003,CHARACTERIZATION OF
REVERSE LOGISTICS NETWORKS FOR OUTSOURCING DECISIONS, p7-p12
*8+ Stock, James R., 1998,Development and Implementation of Reverse Logistics
Programs, Business Briefing: Global Purchasing and Supply Chain Strategies
[9] Thierry, Martijn; Salomon, Marc; Van Nunen, Jo; Van Wassenhove, Luk, 1995,
Strategic Issues in Product Recovery Management, CALIFORNIA MANAGEMENT
REVIEW, Vol.37 NO.2, p117-p120

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8. Appendix
A. The survey:

Name:
Position:
Company:

Please answer all the questions in the below survey.

1. Have you heard about the term reverse logistics? If yes, what do you understand by
it?
2.
o
o
o
o

In which of the following channel positions do you operate? Check all that apply.
Manufacturer
Wholesaler
Retailer
Service Provider

3. What is your primary business?

o Building, Materials, Hardware and Garden Supply
o General Merchandise
o Electronics and Computers
o Food
o Automotive
o Chemical
o Paper and Forest products
o Apparel and Accessory
o Furniture, Home Furnishings and Equipment
o Drugs, Health & Beauty Aids
o Warehousing
o International logistics third party
o Other, please specify _____________________________________
4. On a scale of 1 to 7, with 1 being very unimportant and with 7 being very important,
rate the importance to your customers of each of the following in their decision to
use you as their supplier:
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Factor

Least Important
1

Most Important
4

N/A

Cost reduction
Price
Quality of Service
Return Policies
Speed of Delivery
Variety of products

5. How strict or liberal are your return policies: Please respond between 1 and 7, where
1 is very strict and 7 being very liberal.
6. What is the percentage of returns based on the sales for last year?
7. What is the returns-processing cycle time for the products handled in your company?
8. Of the products that are returned by your customers, please estimate the percentage
of goods represented by each of the following:
Activities
Percentage
Donated
Recycled
Remanufactured/Refurbished
Repackaged and sold as new
Resold as is
Sent to central processing facility
Sold at outlet store
Sold to broker
Land Fill

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Other, please specify ____________________________________

9. Choose one of the following which one are you (your company) when it comes to
your knowledge about reverse logistics and the level of implementation in your
company:
a) Innocent(No reverse logistics, no understanding of the benefits and need)
b) Understanding(Non-existent, or poorly developed reverse logistics but learning
the importance)
c) Competent(Solid reverse logistics capability)
d) Developed(Increasing efforts to implement newer techniques, growing focus on
warranty recovery, meeting environmental legislature)
e) Excellent(World class reverse logistic, minimizing warranty cost, full
environmental compliance, revenue from waste materials)
10. Can you list out the benefits of a good reverse logistics process from your experience
in your company?
11. What percentage of your total logistics costs do your Reverse logistics costs
represent?
12. What kind of steps do you take to ensure the safe disposal of waste material?
13. Is your company certified with any environmental safety organizations or do you
choose a third party for safe disposal or waste material?
14. How many people have you employed at this facility?

Dhananjaya Reddy
Masters in Product and Process Development-Production & Logistics
Mlardalens Hgskola, Eskilstuna, Sweden

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B. Contacts
Anand Babu. C
Deputy Manager (Product Development)
Ashok Leyland, Chennai, India
Anandbabu.C@ashokleyland.com
Mobile-+919789865988
Arthanareeswaran. B
Deputy Manager (Purchasing)
Ashok Leyland, Chennai, India
Arthanareeswaran.B@ashokleyland.com
Rupesh Kumar
Purchase Engineer
Hewlett-Packard, Bangalore, India
Rupesh.kumar@hp.com
Shaiju John
Technical writer
Textron India Pvt. Ltd., Bangalore, India
sjohn@textron.com
Prem Kumar
Production Manager
SunMax Engineering Works, Coimbatore, India
Mobile-+919488140088

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