Dr Jonathan Gorst, Sheffield Hallam University Mike Bernon, Cranfield University Prof. John Cullen, University of Sheffield Agenda • • • • • Setting the scene Changing Reverse Logistics Landscape Latest Research Omni Channel The Future Good supply chain practice Slick… Retail Returns in 2000’s … not so slick 40 retailers & manufacturers Core Themes • Avoidance – Reduce the level of returns experienced • Returns management – Identify effective product return processes and networks to minimise logistics costs and maximise asset recovery • Product dispositioning – Considers the options for product disposal that maximise asset recovery while minimising the impact on the environment Key Areas Cost and performance measurement Avoidance or returns Process management Physical network design Inventory management Material handling Information technology Sustainability Compliance Toolkit Overview Self assessment statements Self assessment scoring Hyperlink appendices An integrated approach - Internal • The problem – Return rates for technical equipment exploding but…….. – Poor compliance for returns process from stores because…….. – Poor training of store staff but…. – Stores given full credit for a return anyway….. – Control of the process across various functions but….. – Cost incurred by distribution – Full costs not understood across the chain plus – High level of credit disputes with manufacturers Halfords – solution • • • • • Board level reporting Avoidance strategies - We-fit Store management league tables Charge back for non-compliance on returns RL manager employed to implement initiatives The Changing Reverse Logistics Landscape • • • • • • Omni Channel shopping Complexity The bedroom - the new changing room The return De-shopping Fraud Omni Channel Shopping Complexity Collect from: Return through: Store Store Internet Post Post Mobile Phone Courier Courier Collect + Collect + Purchase Store Customer YouTube Twitter Facebook Google+ Product Information Tablet Computer App Mobile Site 24 routes to purchase a product The Return Deshopping / Fraud Keep it simple… Thank you for listening. Dr Jonathan Gorst, Sheffield Business School Mike Bernon, Cranfield University, School of Management Professor John Cullen, Sheffield University Management School