個案總覽

A series of visits to a Fortune 500 wholesale distribution company of technology products revealed a changing perspective regarding building and implementing reverse logistics programs. Five major initiatives define the reverse logistics program design process at this company: (1) Gain senior management support and turn reverse logistics into a company-wide initiative; (2) Involve your customers in the reverse logistics design process; (3) Give distinct recognition to the employees involved in handling returns within the firm; (4) Implement carefully developed written rules and procedures that reflect both internal and external concerns; and (5) Assign strict responsibility for the execution of the reverse logistics program. The study follows these five major considerations in more detail. The interviews and observations at this particular firm provide guidelines for managerial decisions relating to reverse logistics.     

Practitioners, academics, and consultants are all calling for firms to drop their guard and collaborate with their business partners. At best, reports to date are mixed. Does collaboration work? Can firms do better? This research indicates the answer is "yes" to both questions, but managers must do more to reap long-term gains by formalizing relationships. Executives at many of today's most successful companies provide important insights about how this can be accomplished.