Reverse Logistics Magazine – Reverse Logistics: Customer Satisfaction, Environment Key to Success in the 21st Century

• Damaged merchandise
• Seasonal inventory
• Restock
• Salvage
• Recalls
• Recycling
• Hazardous material
• Obsolete equipment disposition
• Asset recovery

Reverse Logistics Executive Council

One major challenge for logistics providers is performing all tasks for the retailer, including:

• Collection
• Scanning
• Credit store and invoice vendor
• Product disposition

Reverse Side Of Logistics: The Business Of Returns – Forbes.com

Reverse Logistics services
Repair Depot	Refurbishing / Testing / Screening	Recycling
Resellers/brokers – B-Channel	IT Management Software	Help Desk / Call Center Support
3PL (3rd Party Logistics)	Fulfillment & Kitting	Warehousing
End of Life Management	Field Service	Spare Parts Management
Warranty Management	Replacement Management	Asset Management
Destruction Certification	SLA Service Lifecycle Agreement

Reverse Logistics Wiki : Reverse Logistics Lexicon

Is Six Sigma Worth It?

By Natalie Rhode, Johnson, Fain & Rhode, LLC
Almost everyone has heard the buzz about “Six Sigma”… it’s something that many large corporations are implementing and by all accounts, it is saving them millions, if not billions, of dollars. You may have even done some research to learn what Six Sigma is about and realize that it requires:

• Program Structure,
• Organization Culture,
• Formal Problem Solving,
• Statistical Experts,
• Key Metrics &
• Program Effectiveness.

Certainly, it is impossible to embark on a journey to Six Sigma without an investment.
The real key, however, is determining whether that investment has the opportunity to improve your business’s financial performance. Two key measures that can provide this answer are your business’s overall Sigma Level Performance and the associated estimation of your Cost of Poor Quality. We have developed a tool which calculates these measures based on industry data and three (3) significant data points from you…

1) Number of Opportunities for Defects,

2) Number of Defects and

3) Annual Sales.

It really is that simple to quickly estimate the potential impact a Six Sigma Program can have on your business results.

Key Reverse Logistics Management Elements

• Gate keeping
• Compacting Disposition Cycle Time
• Reverse Logistics Information Systems
• Central Return Centers
• Zero Returns
• Remanufacture and Refurbishment
• Asset Recovery
• Negotiation
• Financial Management
• Outsourcing

Process Improvement

In attempting to improve reverse logistics processes, a firm can move along several fronts. Suggested improvements are listed in the table:

• Streamline turn-in procedures
• Route items with an eye to what happens to them next
• Integrate the forward and reverse pipelines
• Explore the potential of commercial software applications or techniques for improving reverse flow management
• Align financial incentives with improvements

Key functions in the system include:
• Forecasting
• Planning
• Inventory Control, Tracking and Delivery
• Field Resupply
• Reverse and Forward Logistics
• Depot Repair

Logistics Support Management Systems Functions and General Specifications

The required computerized field service logistics management systems (FSLMS) technology needs to be organized in terms of the following major functions or modules:

Logistics Management and Control (LOG)

including parts order entry and order processing, inventory tracking and control, physical distribution and courier resupplies and (as an option), depot repair/rehabilitation scheduling and control.

Financial Control and Accounting (FCA)

including billing and invoicing to insure full revenues for logistic services rendered, including warranty, extended warranty, and service contract administration, and financial control of the revenue and cost components of service logistics operations.

Logistics Database Management and Reporting (DBMR)

this function must include standard and ad hoc reporting, with 4GL capabilities, using a relational or networked database.

Special Logistics Document & Configuration Control System

to support need for drawings and configuration documents from the field. This may be satisfied by a corporate wide system or make use of in Computed Aided Logistics Support (CALS) type technology.

Contract Life Cycle Management (CLCM).

This function provides visibility of the complete span of customer relationships from the prospect and proposal stage though quotation to active service contract. The facility includes, in addition, configuration management and revision tracking.

Logistics Management and Control (LMC).

The functionality required in the FSMS system should provide basic logistics management and support of the total inventory. The support should include techniques for managing and controlling the complete field inventory and spare parts “pipeline,” including central and regional depots, down to the field customer service engineer level,
and trunk stock, and at field sites, and the return cycle to a central repair depot, to include the following:

Inventory Tracking and Control (ITC)

of the full logistics pipeline (from central warehouse to the field customer service engineer level) and/or field site level to keep track of in-transit inventory, returned parts and equipment, borrowing control, repair/rehab stock control. Data should be reported and tracked for effective and defective parts status, by stock keeping unit (SKU).

Order Entry and Processing (OEP)

to include on-line entry of orders, order pricing, order tracking and updating, allocation of inventory, automatic back ordering as required, generation of picking documents, shipping papers and transportation documents (shipment optimization, way bills, and freight manifests), and recording/capturing data for later billing and
invoicing of the customer.

Part Management Agreements (PMA)

to include parts on customer site or  in special stocking locations, monitor used parts and their replenishment, revision compatibility with customer equipment.

Equipment Configuration Maintenance (ECM)

to keep track of the installed base of equipment and networks being serviced and supported, the manufacturer of the equipment in the case of third party maintenance, and
any relocations of equipment and networks in the field. Wherever applies the function will monitor the revision of the equipment installed and software used and be updated whenever they are revised.

Inventory Forecasting and Planning (IFP)

for all inventory stocking points, to better plan and forecast inventory and to optimize total inventory levels within the logistics pipeline.

Depot Rework/Refurb Operations Control (DRROC)

to schedule, track, and process material through the repair rework facility.

Inventory Replenishment (IR)

to include generation of material requisitions to the next higher inventory stocking level. Identification of primary and secondary sources of supply for spare parts and consumables, generation of purchase orders to vendors or replenishment order to manufacturing facilities, quality control processing and receipt processing to update
inventory.

Physical Distribution (PD)

to include management control, dispatch, tracking of physical delivery of parts to sites via courier, or dedicated mobile van. This function must link at a general level to the manufacturing systems and technology in order to automatically order proprietary product spares as required to maintain the service inventory at optimum levels,
and report on product quality as delivered (i.e., DOA in field, and product MTBF and MTTR).

Financial Support

including billing and invoicing. The key required basic functions include financial accounting and control, and profit and loss analysis to include the following:

Cost Allocation

of direct and indirect logistics service expenses to accurately reflect the profitability of the logistics service organization by service portfolio as a whole, and by major element, by customer segments and for major customer accounts, service area, service technician/mechanic, or other criteria.

Customer Credit Checking

to validate the customer’s credit status for time and material and contract service calls.

Profit Contribution Analysis

to determine profitability for the service organization and by portfolio segment, specific types of service call, service area, service technician/mechanic, customer, type of equipment being maintained, maintenance contract or any combination of the above. This function must be able to link to the corporate financial system, and
administration systems, if required.

Logistics Database Management and Reporting

The service logistics management system should also include an integrated database management system, including a comprehensive structured database to provide timely, accurate, and flexible information for reporting to all levels of the field service management and service organization structure basic reports to be generated by
the system.

Logistics & Technical Document Storage and Retrieval

This function should include the capability to store and retrieve documents, and images, and other graphics and should be compatible and/or linked to the Corporate Engineering support document retrieval system.

Logistics Planning & Forecasting Functions

This functionality should include the full capability for planning and forecasting at both the strategic and tactical level.

Depot Repair Systems

The required computerized depot repair service management systems technology should be organized into the following. Key functions, include:

Repair Entry Processing (RFP)

including front-end screening for no trouble found units; repair entry, routing, tracking and control, identify repair item, assign work order/control number, route by type of repair/type of unit

Depot Service Planning and Scheduling (SPS)

including the management requirements for doing simple and complex depot repair and refurbishment tasks such as contract repair management, system
integration, reverse engineering, etc.

Leveraging Technology in Reverse Logistics

Reverse Logistics face many challenges, such as:

Poor systems

ERP, financial, CRM, Warehouse and logistics systems that were designed to move product in a forward supply chain through manufacturing to the end customers. Little or no thought has been devoted in these systems to handling the returns, especially in a mid or high volume environment.

Communication

effectively handling a returned unit through the full reverse supply chain cycle involves many more people than were required through forward logistics. Communication or processing maybe required by the customer, Customer Service, Receiving, Shipping, Finance, repair or refurbishment, inventory managers, sales (for the refurbished goods). This communication is further complicated since one or more of these processes may be outsourced.

Many Systems

often many systems, spreadsheets and manual lists are utilized to process the returned unit. Often difficult and time consuming processes and reconciliations are required to keep these systems running smoothly.

Few resources

lack of financial, Information Technology (IT) or people resources.

Little Direction

few organizations have allocated management or executive level resources and time to the area of Reverse Logistics.

Formal Processes

“First we define and document the processes we will use to process our client’s returns. Then we configure our technology to meet their needs”. The formal processes ensure everyone understands what will be done and then we use technology to monitor our progress.

Visibility

You should be able to follow a returned item through it full processing life cycle. If a customer calls with query about the status of a serial numbered item, “I can
provide them with an instant answer without leaving my desk”. Partner visibility is also essential. “Our clients have access to our system to answer their own inquiries, perform analysis or prepare their plans and forecasts.”

Integrated Systems

our ability to exchange a lot of data with our clients ERP system, enables us both the streamline our processes. For instance, when we receive a unit for one of their Return Authorizations (RMA or RA), our system automatically notifies their ERP system so it can begin credit processing for that customer’s RMA.

Accurate Data

Reverse Logistics processes are data intensive. “We capture data at every step in the process.” This ensures a well documented audit trail should any questions or difficulties arise. Accurate, verifiable data is required to present to the different groups who are impacted by the returns. For instance Product Development needs to be certain the product failure data is accurate before they are willing to implement a manufacturing change.

Using technology to improve your Reverse Logistics is likely one of the best opportunities to reduce costs and increase profits for your company. A lot of success has been demonstrated in the forward supply chain. It is now time to take a closer look at your Reverse Supply chain.

Filed under: Architecture, Design, Links, News Tagged: Carriers, Customer Service, Diagrams, Disposition, ERP, Products, Returns, Reverse Logistics, RL, RMA, Software, Verticals, Warehouse, Warranty

Tester forthcoming release of Microsoft’s MSN was a 8.5 beta update of the week with small adjustments and minor adjustments interface. As BetaNews reported, Microsoft opened the beta program for MSN last 8.5 months, which invites participants to join with the current test.

MSN 8.5 will serve as interim update before the release of MSN 9 full debut this fall. AOL has also recently a new version of its client software called AOL 8.0 Plus and publish additional testing is beta update, code-named “Blue Hawaii”.

Microsoft and AOL have recently pushed for more frequent updates and offers new features to the diminution of the bases against the subscribers due to the broadband battle.

The new beta version of MSN, build 8.50.0016.0801, now sports the MSN butterfly logo on the dashboard and the start screen. Other updates include the visual animation in the address bar of the client. Microsoft has a check added: “Names” button when composing an e-mail addresses to check for errors.

MSN 8.5 Beta can be downloaded via FileForum, but the software requires an MSN account.

www.google.com/squared - Price: free

Google Squared works just like the regular Google Search: Type in a search term and you are presented with results. What is different is how the results are presented and what you can do with the data. Google Squared presents the results in table form. Results are organized horizontally by several pieces of information (or what Google calls attributes.) All the results in each of the columns come from different places on the Web. You can find the source of the information for each result and attribute by clicking the link in the square. (Remind students that it’s always a good idea to check where information is coming from.)

PROS: You can designate which attributes you want displayed. There are suggestions for attributes, or you can type in your own. If you don’t like or don’t need one of the search results, press the X and it goes away. Your search results are customized for your needs or what your students need.

CONS: This product is still a baby, so there will be mistakes and search results that just don’t fit until the product matures.

OVERALL EVALUATION: Google Squared changes the way students find information on the Web, and the ability to customize the search makes it a good tool for research and developing information literacy.


Source of Information : Tech and Learning February 2010

Wireless overhaul yields improved reliability, simplicity

PROBLEM: Harrisonburg City Public Schools, located in Virginia’s Shenandoah Valley, used Netgear and Apple wireless access points, but maintaining wireless coverage was a challenge.

SOLUTION: The school chose Aerohive wireless solutions and divided the wireless LAN into separate networks. One provides secure faculty access to the student-management system; another is for a library cataloging system that enables wireless scanning to check books in and out; and a third is for guest access.



New England schools improve literacy while kids have fun

PROBLEM: How to build strong foundational reading skills in nearly 1,700 schools and learningresource centers across Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island, and Vermont.

SOLUTION: These schools selected the Lexia Reading program, which offers more than 900 activities for reading-skills development. Margaret Adams, director of Balanced Literacy and Title I at Malden Public Schools in Massachusetts, particularly likes the small-group instruction and Response to Intervention. Pamela Rosenberg of the Bridgeport (CT) Public Schools said they’ve been so pleased with the results, the schools expanded their program to include students in grades one through three district-wide.



Ohio schools add wind energy, save thousands a year

PROBLEM: Perkins Local Schools in Sandusky, Ohio, contended with an outdated and inefficient infrastructure. Along with improving it, the district wanted to reduce its dependence on traditional energy sources.

SOLUTION: Perkins turned to energy-services provider Honeywell to better understand the renewable landscape. The company helped the district analyze several options by using its Renewable Energy Scorecard. The district then worked from a financial forecast based on tax implications, rebates, subsidies, and other incentives for renewables, such as solar, wind, biomass, and geothermal. The resulting project is expected to generate operational and maintenance savings of around $56,000 a year without a loss of maintenance personnel.



California educators honored for communication excellence

PROBLEM: How to merge four north Sacramento area school districts into
a new district of 27,000 students in 54 schools, covering 120 square miles.

SOLUTION: The administrators created a communication model that included measurable results, face-toface communication, and a vision for expanding ways to communicate. They showed parents and communities the benefits of their vision for the future of the schools and for their children’s education. This effort led the Twin Rivers Unified School District to be named the 2010 recipient of the Leadership Through Communication Award from the AASA.



Source of Information : Tech and Learning February 2010

The following tools are all free and easy to use. This means there’s no cost, nothing to download, no CDs, no manuals, and no training. Additionally, for students there is no email required, no registration, and no log in.

1 STUDENT RESPONSE SYSTEM: POLL EVERYWHERE
Poll Everywhere allows teachers to collect up to 32 responses per poll. Students can respond either by texting their answer to 99503, tweeting their answer to @poll, navigating to poll4.com on a smartphone, or simply clicking on their answer on the teacher’s online space i.e. blog, wiki, website.

2 WRITING-LEVEL TOOLS: READINGLEVEL CHECK IN GOOGLE DOCS
Google Docs provides three indicators of the reading level of the document you’re creating. They calculate the Flesch Reading Ease, the Flesch-Kincaid Grade Level, and the Automatic Readability Index.

3 READING-LEVEL TOOLS: LEXILE FIND A BOOK
This free tool allows users to type in any book and find the reading level of that book, or type in their reading level and interest and build a custom reading list for that subject.

4 INTERACTIVE-WHITEBOARD ALTERNATIVE: PROJECTOR ONLY
Use a laptop and projector to mimic the benefits of an interactive whiteboard.

5 VIDEO/AUDIO CONFERENCING: TINYCHAT
Tinychat is a free service that provides text-, audio-, and video-chat rooms. Users don’t need special software to join in, don’t need and email, and do not need to register. The teacher selects the url, provides it to students who can type it in and instantly enter the room.

6 ONLINE BULLETIN BOARD: WALLWISHER
Wallwisher allows you to leave virtual sticky notes in one place on the Web. Participants don’t need to register or join to participate. Unlike physical sticky notes, on Wallwisher, you can embed hyperlinks, pictures, and video.

7 SCREEN-CAPTURE RECORDING: SCREENJELLY
ScreenJelly is a free tool that enables you to record your screen activity with your voice, so you can spread it instantly by sharing a url, tweeting, or sharing on Facebook. You begin recording with one click of a mouse.

8 TALKING AVATARS: VOKI
Voki is a terrific tool that enables students to share a message using an animated avatar that talks created using either their writing or their own voice recorded right from their laptop or phone. Students design their avatar’s appearance, add their voice, and can
pop it into any web2.0 compatible site—Lisa Nielsen, The Innovative Educator http://TheInnovativeEducator.blogspot.com


Source of Information : Tech and Learning February 2010

Collaborate is one of the most often used terms in education, and there is no better way to collaborate than with 2.0 Web tools. Here are some favorites:

• DABBLEBOARD is a whiteboard that enables you to visualize, explore, and collaborate. Just draw as you would on a whiteboard and you can easily share your ideas.

• COSKETCH is another collaborative whiteboard program, and you don’t have to register or install anything. It works in all browsers, it’s real-time, and you can get an embed code for your drawing after you finish.

• STIXY lets you create an online bulletin board on which to collaborate with family, friends, and colleagues. You can share pictures, files, reminders, and notes using widgets whose sizes and colors you can change—and it’s free.

• GROU.PS lets you create your own social network. You can create your forum and your mailing list; share documents, files, and your agenda to organize events; have your own YouTube; and share links, bookmarks, and photos. You can have real-time chat, and you can let the users have subgroups. Free.

• NING is the one of the best sites for creating and joining new social networks that interest us.

• IMAGINATIONCUBED is a multiuser drawing tool. You can use a pen, stamps, shapes, lines, or type.

• If you are using Twitter, you may want to try GROUPTWEET. It lets you turn your Twitter account into a group communication tool where everyone in the group uses direct messaging. When a member gets a DM, GroupTweet turns it into a new tweet that all followers in the group can see.

• WALLWISHER is an online noticeboard maker. Use this tool to make announcements and keep notes. You can use links, pictures, music, video, and pages. You don’t have to register.

• PAGEFLAKES is a social personalized homepage that you can customize by using “flakes” of all your Web favorites. You can add Facebook, Twitter, Flickr, photos, music, videos, calendar, to-do list, message board, and RSS feed.

• WETOKU is an interview tool that automatically records interviews to play them back. You can embed it and share it with others.

• SPRINGNOTE is an online notebook for collaboration. You can write down your ideas, create to-do lists, schedule, and work together on projects. It also has an iPhone application.

• MEBEAM is a place where you can create your own chat room. You just type the name of the room and tell people to meet you there.


Source of Information : Tech and Learning February 2010