Feature Article
Reverse Logistics - Customer Service
Designing Your Business with the End in Sight
Are you a Reverse Logistics provider and seeking methods to increase your value proposition and profitability? Have you considered adding a customer service option to your portfolio? If not, perhaps you should.
A customer service function can have a variety of capabilities. Some options include Product technical support, Warranty validation and administration, Return authorization administration and product exchange services. These services could then be directly managed or established as a leveraged service provided by other experts in the field. How you choose to configure these services depends on the level of investment you are willing to make, the profitability potential of each investment, and your willingness and ability to bring a valued service to the marketplace.
Today’s service incident handling technology allows for a variety of configurable options. Agents may be co-located in a centralized call center facility, configured as a combination of centralized and decentralized agents, part-time or full-time, domestic or international; the options are many. How you choose to configure the options is a product of your ability to manage the resources using a variety of metrics that ensures the customer service experience meets or exceeds your customer expectations.
The opportunity of applying effective customer service/technical support options will minimize product returns thus reducing service costs in the reverse supply chain. The cost reduction is derived from savings in touches, transportation, warehousing, and the time effect on inventory investment requirements. The removal of these unneeded touches, transportation, and storage and inventory purchase activities result in a more sustainable business practice that supports a more effective reverse supply chain.
Before embarking on a plan to develop a customer service option consider getting clear on the desired end-state. Are you simply trying to provide an additional service to your customers or are you seeking to be the market leader in the specific service area? By ensuring a clear vision of the future, your program team can vet the various options contained therein and ensure the development of a proposal that minimizes investment risks and maximizes market impact.
If a customer service option would add to your customer value proposition, perhaps you would consider calling on the Service Supply Chain experts at ASIL. ASIL consultants are Service and Supply Chain professionals with over 100 years experience in various Service and Supply Chain roles. We have a proven track record of pragmatic solutions and welcome the opportunity to serve you and your clients. Call us today and let us help you achieve new areas of profitability and success in this ever changing economic climate.
Contributed by Warren White
Spotlight
The Hunt for Information
The race is running to get the information needed to make sound business decisions to beat the competition, satisfy the customer and pay the shareholder. Every day we see people whose sole purpose in life is to run this race and provide information to those that need it now. Guess what? That applies to all of us in one way or another.
There can be many barriers to obtaining timely, accurate, and complete information. In fact, a lack of timeliness, accuracy and/or completeness are the triple threat to useful information. Anyone of these can single handedly wipe out a good idea or decision.
If you look at our paperless society (laugh) you will find that we are now able to store more data than ever before. Many times data is confused as being information. The majority of the data captured by companies will never be viewed in any meaningful way. In addition, the small amount of data that is viewed will typically be well after the fact of occurrence.
I recently reviewed ten different Executive management reports that were intended to provide the big picture. Each one was a fine product. They were all rich with data. Yet none of them could capture the critical few elements needed to succeed. Instead there were pages and pages of stuff that flat out will not be read. It seems that the quest to be all complete routinely generates throw away work.
We all understand that this is not a perfect world, so make a concerted effort to define and select the critical few versus the many. Balance the needs and understand the risks for trading off on the big three (timeliness, accuracy, and completeness). Remember to pace yourself. How is your race going?
Give the professionals at ASIL a call. We can help analyze your data collection practices and turn your efforts into actionable information to give your company a competitive edge.
Contributed by Peter Pazmany
Industry Trends
Living Systems
Organizations are generally run from a mechanistic viewpoint that arranges people by rigid structures, hierarchies, and departments. This paradigm is changing quite rapidly, as organizations are being scrutinized ever closer this day. A new type of system has been prompted to the machine-like structure that currently has embedded itself in the professional world. This is a living system, or a system that thrives on unpredictability, creativity, innovation, and efficiency. This organizational model draws heavily from the fact that humans are living and not machine-like drones and thus should be stimulated to that effect in order to provoke a greater initiative and work ethic on their part. This system is organized around three important criterion: identity, information, and relationships.
1) “Organizing occurs around an identity- there is a ‘self’ that gets organized.”
The first step to creating this living system is to stem around a mutual vision. The employees must have a connection to this identity, which is why it is so imperative to give them ample ability to express their thoughts and concerns when formulating or reconsidering the vision. This connection they hold to the company will allow organizational changes to flow more smoothly and for there to be a unique trust within the vision of the company.
2) “Only when information belongs to everyone can people organize rapidly and effectively around shifts in customers, competitors, or environments.”
Information has become more of a commodity than a necessity in the workplace; whoever has the most information becomes the most powerful player. Share the wealth. Information is interpreted differently by each person who hears it. A piece of information that means nothing to you might be a revolutionary idea in someone else’s mind. Give your employees as much information as possible without jeopardizing the company, because they will often take this information and form new solutions based on their own unique thinking patterns.
3) “Relationships are the pathways to the intelligence of the system… The more access people have to one another, the more possibilities there are.”
Relationships are arguably one of the most important pieces of the living system because people can use each other’s diverse experiences to help create new solutions to issues of the past. The relationships also form distinct flexibility within the employee workforce to aid in idea creation, problem solving, and cross-departmental collaboration. The accountability on a peer level also increases through these relationships because they are formed around the identity of the organization.
The living system brings up a new type of management model centered on flexibility and creativity, which clears a path for the human potential with your business to take shape and grow. This system does not dismiss the need for guidelines and standards, rather though, it raises the question of whether these structures are helping or hindering the average worker within your organization.
Contact the professionals at ASIL to help you develop your Living System.
Source: Finding Our Way: Leadership for an Uncertain Time
by Margaret Wheatley;
Article : The Irresistible Future of Organizing by Margaret Wheatley, Myron Rogers
Contributed by Joe Pazmany
Our Software Products
Click on the links below to view ASIL, Inc.'s MAX Partnering® self paced software demonstrations:
Strategies and Execution - This demo depicts the tools that organizations can utilize to embrace change effectively and implement it successfully.
Self Assessment Sample Questionnaire
- This demo will enable you to respond to a small sample of self
assessment questions focused on change management and create a Heat Map
of your responses to see areas that may need attention. The Driving
Complex Change® methodology addresses the six areas of Direction,
Ability, Incentive, Resources, Structure, and Action that can impact
your effectiveness of change management.
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Change Happens
Are you ready?
Click here to read the first four chapters of Driving Complex Change®.
After you've read Driving Complex Change chapters one through four, click here to generate your own Change Readiness heat map based on the Driving Complex Change® methodology.
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Partner
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Key Term
Green Marketing
The marketing of products that are presumed to be environmentally safe. Thus, green marketing incorporates a broad range of activities, including product modification, changes to the production process, packaging changes, as well as modifying advertising. Yet defining green marketing is not a simple task where several meanings intersect and contradict each other; an example of this would be the existence of varying social, environmental and retail definitions attached to this term.
Source: Wikipedia
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