DOCSLIB.ORG

I Changed My Mind a Study of Product Returns; How They Can Be Managed to Create Opportunities and Lower Costs

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
I Changed My Mind a Study of Product Returns; How They Can Be Managed to Create Opportunities and Lower Costs HÖGSKOLAN I KALMAR I changed my mind A study of product returns; how they can be managed to create opportunities and lower costs Annika Lenart Spring semester 2008 This study has been made as a basis for a master thesis and has been supervised by Dr. Joachim Timlon. Note that none of the data in this report is to be reprinted, reproduced or copied without the author’s written permission. - I Changed My Mind - ABSTRACT “I changed my mind” is a case study aimed at investigating returns. Returns are often negative occurrences and can be seen as the last “block” in a supply chain. However, what this study shows is that a return is a great source for customer profiling and can lead to an increase in market shares if managed correctly. Many companies go about investigating satisfied customers and what aspects these customers are satisfied with. Instead this research focuses on finding out what dissatisfied customer feel and why they decided to return a specific product. Investigations are also made concerning the internal processes to manage product returns and if they can be improved at the case company (thereby lowering costs). This study shows how interrelated the supply chain is and illustrates how product returns can be lowered by changing the input in the supply chain. Reputation is a fragile thing and can be hurt from mismanagement related to returns and therefore I feel that it is important to study this phenomenon which is not often brought into light but nonetheless exits in almost every company (that offers returnable products). Enjoy your reading and see how your company can prevent your customers from changing their minds. Stockholm Spring 2008 Annika Lenart 2 - I Changed My Mind - ACKNOWLEDGEMENTS Special thanks to Alfa for letting me investigate their organization in depth and for all their engagement and help, especially to the process manager for guiding me through the organization and for his patience. I also want to thank Beta and Omega who has found time to go through their involvement in the returns process and found my work interesting for which I am grateful. I want to thank my family; my mother, father and sister, for their patience through this process, for listening, being there and for all their support. An extra thanks to my grandparents and their support all the way from Poland. I want to thank my professor, Dr. Timlon, for guiding me through the process and believing in my abilities to solve problems that came up during my writing. I also want to thank Åsa Sjöblom for her support and her help at BBS, for making it possible for me to graduate in spring 2008. Stockholm, 2008 3 - I Changed My Mind - Title I changed my mind: A study of product returns; how they can be managed to create opportunities and lower costs Author Annika Lenart Supervisor Joachim Timlon Course Marketing 61-80 credits, Spring semester 2008 Aim The aim with researching this case is to give companies a better understanding of what returns management is and how it can strategically fit into their organization to exploit opportunities and lower costs. Methodology A systematic combining approach has been used to best present the case of Alpha. Conclusion Companies should investigate how the function of returns management works currently at their firm to identify possibilities to cut costs. Further, returns customers should be interviewed to understand opportunities to improve capabilities and use of resources. Finally communication and transparency should be encouraged to execute above tasks. Key concepts Returns Management, Reveres supply chain management, Customer needs, Consumer buying behavior, Resources, Capabilities, Opportunities, and Costs. 4 - I Changed My Mind - TABLE OF CONTENTS Abstract....................................................................................................................................................................................... 2 Acknowledgements................................................................................................................................................................ 3 Table of Contents .................................................................................................................................................................... 5 Table of Figures....................................................................................................................................................................... 8 1. Introduction .................................................................................................................................................................... 9 1.1 Background.......................................................................................................................................................... 9 1.2 Problematization .............................................................................................................................................10 1.3 Research problem ....................................................................................................................................................16 1.4 Purpose.........................................................................................................................................................................17 1.5 Disposition ..................................................................................................................................................................18 2. Methodology..................................................................................................................................................................19 2.1 The research strategy.............................................................................................................................................19 2.2 Systematic combining.............................................................................................................................................20 2.3 The research process ..............................................................................................................................................21 2.4 Sources of evidence .................................................................................................................................................24 2.5 Validity & Reliability ...............................................................................................................................................26 3. The Theoretical “How to”.........................................................................................................................................29 3.1 Managing Product returns....................................................................................................................................29 3.1.1 The Strategic Sub-Processes ............................................................................................................................31 3.1.2 The operational sub-processes .......................................................................................................................36 3.2 The consumer dimension......................................................................................................................................39 3.2.1 Consumer buying behavior...........................................................................................................................40 3.2.1 Factors affecting the decision process .....................................................................................................41 3.3 Resources and capabilities ...................................................................................................................................43 3.4 Synthesis ......................................................................................................................................................................47 4. Case study: Returns management at Alpha...........................................................................................................50 4.1 Internal processes for product returns...........................................................................................................51 4.1.1 Alpha: main office .............................................................................................................................................51 4.1.2 BETA: Customer service.................................................................................................................................56 5 - I Changed My Mind - 4.1.3 The Warehouse & their tasks.......................................................................................................................59 4.2 Why did consumer’s change their minds .......................................................................................................63 4.2.1 Buying the product...........................................................................................................................................63 4.2.2 Choosing Alpha ..................................................................................................................................................64 4.2.3 Purchasing and interacting...........................................................................................................................64 4.2.4 The aftermath – post-purchase evaluation ............................................................................................65
Load more

Recommended publications
  • “I Changed My Mind” THIS MONTH at GRACE January 7Th Our Dear Elaine Teske Is Now in Movie: “My Son, My Savior” | Glory
    January 2018 Volume 42 — Number 14 Milwaukee, WI. USA GraceNotes A publication of Grace Evangelical Lutheran Church—LCMS We Christians believe that Mary is truly the mother of God-Man, Jesus Christ. The Greek word that describes it is "theotokos". it means "mother of God" or "bearer of God." PAGE 2 “I changed my mind” THIS MONTH AT GRACE January 7th Our dear Elaine Teske is now in Movie: “My Son, My Savior” | glory. To honor her, Pastor Ferd 10am wrote an interesting article in which he describes how January 8th important she was, especially Elders Meeting | 6pm when Grace decided to call January 15th Pastor German Novelli Jr. on Council Meeting | 6pm January 2011. // Page 10 January 21st Voters Meeting & Potluck | noon WWW.GRACE-OK.ORG 3030 W. Oklahoma Av. Milwaukee, WI. 53215 P a g e 2 G r a c e N o t e s JANUARY 2018 EDITORIAL Then Mary said, “Here am I, the servant of the Lord; let it be with me according to your word.” Then the angel departed from her. (Lk. 1:38) Christ’s Bearers othing is impossible for the work of the Holy Spirit, who about the mission of each one of us God! The angel Gabriel has placed Christ in our hearts. as individuals who carry Jesus in our told these words to the hearts? Virgin Mary, to explain As bearers of Christ, we Nthat she would conceive, and would also have a very important We must also share the carry in her womb, the Son of God, mission, this is a mission of faith.
    [Show full text]
  • Why I Changed My Mind by Diane Ravitch | This Article Appeared in the June 14, 2010 Edition of the Nation
    Why I Changed My Mind by Diane Ravitch | This article appeared in the June 14, 2010 edition of The Nation. When I joined the administration of George H.W. Bush in 1991, I had no preconceived ideas about choice and accountability. "Choice" meant vouchers, a cause that had been rebuffed repeatedly in state referendums and by the courts; the issue had never gotten my attention. "Accountability" was one of those platitudinous terms that everyone used admiringly but no one did anything about. My abiding interest, then and now, was curriculum—that is, the knowledge that is purposefully taught in subjects like history, geography, the arts, literature, civics, science and mathematics. I believed that American schools should have a coherent curriculum so that teachers would know what they are expected to teach and children would have continuity of instruction, no matter where they lived. However, after I left the administration in 1993, I supported the nascent charter school movement, even going to Albany, New York, to urge legislators to adopt a law permitting such schools to be created in the state. I supported merit pay as a form of accountability, on the assumption that teachers whose students are more successful should be paid more than their peers. I supported testing, expecting that better information would help to pinpoint where improvement was needed. I was affiliated with conservative think tanks, including the Manhattan Institute, the Thomas B. Fordham Foundation and the Hoover Institution. When Congress passed the No Child Left Behind (NCLB) legislation in 2001 and President George W. Bush signed it in 2002, I applauded.
    [Show full text]
  • CYRUS HABIB "Nothing Was Impossible" by Bob Young Cyrus Habib "Nothing Was Impossible"
    CYRUS HABIB "Nothing Was Impossible" By Bob Young Cyrus Habib "Nothing Was Impossible" oing into junior high school, Kamyar Habib flirted with reinventing himself. It wouldn’t be the last time. He was a blind, cancer-surviving Iranian Amer- ican living in a Seattle suburb. And he was tired of kids making fun of his Gname by calling him “Caviar.” “You’re right, I’m a delicacy,” he’d snap back. Armored wit had become his first line of defense. He didn’t have a middle name, so he gave himself one, after a daring leader of ancient Persia, Cyrus the Great. He went by “K.C.” which added a hint of hipness to a bookish teenager who played jazz piano. By the time he got to New York City and Columbia University at 18, he was fully “Cyrus.” Debonair in designer clothes and sunglasses, he became a published photographer. “In New York you can be a new man,” Habib says, quoting the musi- cal “Hamilton.” He won a scholarship to Oxford, the oldest university in the English-speaking world, and aspired to be a literature professor. Then, he took a hard turn from aca- demia’s abstractions toward the corridors of power. He opted to become an attorney and headed to Yale, where he edited the law journal, while working, in his spare time, for Google in London and Goldman Sachs on Wall Street. In 2012, Habib veered into politics, after sizing up the current crop of office holders, and concluding, I can do that. Just four years later, he became Washington’s lieutenant governor, and the first Iranian American elected to a statewide office in the U.S.
    [Show full text]
  • Abraham Lincoln His Hand and His Pen
    Abraham Lincoln His hand and his pen EPISODE TRANSCRIPT Listen to Presidential at http://wapo.st/presidential This transcript was run through an automated transcription service and then lightly edited for clarity. There may be typos or small discrepancies from the podcast audio. LILLIAN CUNNINGHAM: This morning I went to the Lincoln Memorial before dawn. I got there, and I climbed up the huge marble steps to his statue. And I looked east across the National Mall, past the Washington Monument, past the Capitol building. I had actually planned for the opening of this episode to go there before the day started, before the thousands of visitors showed up, while it was still quiet -- and to read part of the Gettysburg Address or the Second Inaugural, which are both carved into the stone on the inner walls of the monument. But when I got there, it was just so peaceful. I changed my mind and I decided to just stand quietly by this huge statue and to look out -- just the same way his eyes look out from between the pillars -- to watch the pink spring sunrise. I had words of his that were just running over and over through my head, but they weren't the soaring prose of either of those famous speeches. They were just these simple four lines of a tiny poem that he wrote when he was a little boy. And the poem goes: 'Abraham Lincoln. His hand and his pen. He will be good, but God knows when.' This episode is about Lincoln's hand and his pen, and just how good he was.
    [Show full text]
  • ENDER's GAME by Orson Scott Card Chapter 1 -- Third
    ENDER'S GAME by Orson Scott Card Chapter 1 -- Third "I've watched through his eyes, I've listened through his ears, and tell you he's the one. Or at least as close as we're going to get." "That's what you said about the brother." "The brother tested out impossible. For other reasons. Nothing to do with his ability." "Same with the sister. And there are doubts about him. He's too malleable. Too willing to submerge himself in someone else's will." "Not if the other person is his enemy." "So what do we do? Surround him with enemies all the time?" "If we have to." "I thought you said you liked this kid." "If the buggers get him, they'll make me look like his favorite uncle." "All right. We're saving the world, after all. Take him." *** The monitor lady smiled very nicely and tousled his hair and said, "Andrew, I suppose by now you're just absolutely sick of having that horrid monitor. Well, I have good news for you. That monitor is going to come out today. We're going to just take it right out, and it won't hurt a bit." Ender nodded. It was a lie, of course, that it wouldn't hurt a bit. But since adults always said it when it was going to hurt, he could count on that statement as an accurate prediction of the future. Sometimes lies were more dependable than the truth. "So if you'll just come over here, Andrew, just sit right up here on the examining table.
    [Show full text]
  • Idioms-And-Expressions.Pdf
    Idioms and Expressions by David Holmes A method for learning and remembering idioms and expressions I wrote this model as a teaching device during the time I was working in Bangkok, Thai- land, as a legal editor and language consultant, with one of the Big Four Legal and Tax companies, KPMG (during my afternoon job) after teaching at the university. When I had no legal documents to edit and no individual advising to do (which was quite frequently) I would sit at my desk, (like some old character out of a Charles Dickens’ novel) and prepare language materials to be used for helping professionals who had learned English as a second language—for even up to fifteen years in school—but who were still unable to follow a movie in English, understand the World News on TV, or converse in a colloquial style, because they’d never had a chance to hear and learn com- mon, everyday expressions such as, “It’s a done deal!” or “Drop whatever you’re doing.” Because misunderstandings of such idioms and expressions frequently caused miscom- munication between our management teams and foreign clients, I was asked to try to as- sist. I am happy to be able to share the materials that follow, such as they are, in the hope that they may be of some use and benefit to others. The simple teaching device I used was three-fold: 1. Make a note of an idiom/expression 2. Define and explain it in understandable words (including synonyms.) 3. Give at least three sample sentences to illustrate how the expression is used in context.
    [Show full text]
  • Activities in Kindergarten
    Activities in Kindergarten *Please have your child write his or her name on the sentence line. 11 Self Portrait Directions: Draw a picture of yourself. You may include your family or other things you like. 13 All About Me! Directions: Have someone help you write your answers then draw a picture in the space provided. 1. My favorite book is: _____________________ 2. My favorite food is: _____________________ 3. My favorite sport or game is: _____________________ 4. This year, I am excited to learn more about: _____________________ 5. Some of the chores, jobs or responsibilities I have at home are: _____________________ 14 Mathematics Activities in the Kindergarten Classroom Title of Activity: I Changed My Mind Materials: • Counters- cubes, beans, or collection • Organizers- egg carton, six-pack plastic ring Purpose: • To practice counting objects • To provide opportunities to see relationships between numbers Task Level 1 Counting Call out numbers you want the child to build on their organizer. For example, say: “Show me four” *The child places four counters in the organizer. Say: “Oh! I changed my mind. I want six.” *The child places six counters in the organizer. 15 Say: “I changed my mind again! Now I want five.” And so on. Please note: Do not have the child arrange their counters in any particular way on the organizer. You want them to see the same number arranged in a variety of ways. For example: Figure 1 Figure 2 Figure 3 Deepening the Understanding You and your child organize a number together (your arrangement is like figure 3 and say: “Let’s look at my organizer.
    [Show full text]
  • Infant Baptism: How My Mind Has Changed
    Infant Baptism: How My Mind Has Changed Dennis E. Johnson Associate Pastor New Life Presbyterian Church Escondido, California Professor of Practical Theology Westminster Seminary California © 1998 Dennis E. Johnson. Corrected 2003. Printed with the author’s permis- sion by New Life Presbyterian Church, 615 W. Citracado Parkway, Escondido, CA 92025, www.newlifepca.com. To contact the author, email [email protected]. In 1994 one of our daughters, while away from home attending college, asked me to explain the rationale I saw in God’s Word for baptizing the infant children of believers. Since I was a minister in the Orthodox Presbyterian Church when she and her siblings were born, they had all been baptized as infants; but now she was interacting with Christian brothers and sisters from other tradi- tions through campus Christian ministry and other friendships, and many of them believed that the baptism of infants is not Christian baptism as it is established by Christ in the New Testa- ment. In a slightly revised form, this is what I wrote to her: Here at last is my long-overdue letter to explain why I believe it’s consistent with the Bible to baptize the infants and children of believ- ers. I want to let you know what biblical evidence changed my mind from holding a “believers’ baptism” position to the conviction that both those who are converted as adults and the infants and children of believers should be baptized. You know, of course, that I don’t consider this issue one on which our trust-relationship with Jesus depends.
    [Show full text]
  • In the Court of Appeals of the State of Washington Division One
    IN THE COURT OF APPEALS OF THE STATE OF WASHINGTON DIVISION ONE STATE OF WASHINGTON, ) No. 76443-8-I ) Respondent, v. ) UNPUBLISHED OPINION FISHER, CHARLES FRANK ) DOB: 10/03/1957, Appellant. ) FILED: March 25, 2019 SCHINDLER, J. — Charles Frank Fisher seeks reversal of the jury convictions of attempted rape in the second degree and attempted murder in the first degree. Fisher argues (1) prosecutorial misconduct during rebuttal closing argument violated his right to a fair trial, (2) extrinsic evidence may have resulted in prejudice, (3) police officer testimony violated his Miranda1 right to remain silent, and (4) cumulative error deprived him of the right to a fair trial. Fisher also contends the court erred by imposing the $200 criminal filing fee.2 We affirm the jury convictions but remand to strike the criminal filing fee. 1 Miranda v. Arizona, 384 U.S. 436, 86 S. Ct. 1602, 16 L. Ed. 2d 694 (1966). 2 We grant Fisher’s motion to file the supplemental assignment of error and supplemental brief challenging imposition of the criminal filing fee. No. 76443-8-112 FACTS At around 3:00 p.m. on Sunday, June 26, 2016, C.V. drove to Marina Beach Park in Edmonds to beachcomb and look for shells. Marina Beach Park is located south of the Edmonds Ferry Terminal. CV. walked along the beachto the end of the dog park area. C.V. left a bag of art supplies and a book near a fence at the south edge of the dog park. C.V. walked “around the point” to a secluded and less populated area of the beach where the shoreline curves to the east.
    [Show full text]
  • Download The
    ii Science as a Superpower: MY LIFELONG FIGHT AGAINST DISEASE AND THE HEROES WHO MADE IT POSSIBLE By William A. Haseltine, PhD YOUNG READERS EDITION iii Copyright © 2021 by William A. Haseltine, PhD All rights reserved. No part of this book may be used or reproduced by any means, graphic, electronic, or mechanical, including photocopying, recording, taping, or by any information storage retrieval system, without the written permission of the publisher except in the case of brief quotations embodied in critical articles and reviews. iv “If I may offer advice to the young laboratory worker, it would be this: never neglect an extraordinary appearance or happening.” ─ Alexander Fleming v CONTENTS Introduction: Science as A Superpower! ............................1 Chapter 1: Penicillin, Polio, And Microbes ......................10 Chapter 2: Parallax Vision and Seeing the World ..........21 Chapter 3: Masters, Mars, And Lasers .............................37 Chapter 4: Activism, Genes, And Late-Night Labs ........58 Chapter 5: More Genes, Jims, And Johns .........................92 Chapter 6: Jobs, Riddles, And Making A (Big) Difference ......................................................................107 Chapter 7: Fighting Aids and Aiding the Fight ............133 Chapter 8: Down to Business ...........................................175 Chapter 9: Health for All, Far and Near.........................208 Chapter 10: The Golden Key ............................................235 Glossary of Terms ..............................................................246
    [Show full text]
  • 1. at the Bandstand! (DH) S
    Reproducible Student Pages A Rock ‘n’ Roll Review Featuring Popular Music Arranged for 2-Part Voices by Sally K. Albrecht, Jay Althouse, Andy Beck, and Greg Gilpin With Original Material by Andy Beck and Brian Fisher Recording Orchestrated by Tim Hayden 2 1. AT THE BANDSTAND! (Robin, Bandstand Kids, Cindy, Barb, Judy, Peggy, Laverne, Darlene, and Skippypaws) Words and Music by ANDY BECK ROBIN: Greetings all you cats and kittens out there in TV land! It’s time for the hippest, the heppest, the most happenin’ dance party on the air. So gather ’round the tube as Splish Splash Bath Products proudly presents ... AT THE BANDSTAND! Swing (q = ca. 176) Strum guitar 8x, leaning over and back *Swing “trumpet” (formed by gripping R thumb 13 BANDSTAND KIDS & ROBIN with L hand) up R, up L, down R, down L f First we’re gon- na rock, we’ll rock a- round the clock at the band - stand! 16 Roll fists low to high Then we’re gon- na roll, we’ll roll with- out con- trol at the 19 Swing “trumpet” Shimmy shoulders: R, L, R, L (facing a partner) band - stand! Then we’ll shim- my shake, we’re 22 Swing “trumpet” mak- in’ no mis- take at the band - stand! Let’s (The girls rush in to Cindys House and gather around the TV.) CINDY: Hurry girls, it’s on! BARB: I get the couch! JUDY: Me, too. PEGGY: Shh! I can’t hear. 25 Patty cake with partner: knees, clap, R to R, clap, L to L, clap, both to both, clap Repeat go! * Optional feet during “trumpet" swing: Walk R forward, L forward, R back, L back © 2013 Alfred Music Publishing Co., Inc.
    [Show full text]
  • Entertainment Plus Karaoke by Title
    Entertainment Plus Karaoke by Title #1 Crush 19 Somethin Garbage Wills, Mark (Can't Live Without Your) Love And 1901 Affection Phoenix Nelson 1969 (I Called Her) Tennessee Stegall, Keith Dugger, Tim 1979 (I Called Her) Tennessee Wvocal Smashing Pumpkins Dugger, Tim 1982 (I Just) Died In Your Arms Travis, Randy Cutting Crew 1985 (Kissed You) Good Night Bowling For Soup Gloriana 1994 0n The Way Down Aldean, Jason Cabrera, Ryan 1999 1 2 3 Prince Berry, Len Wilkinsons, The Estefan, Gloria 19th Nervous Breakdown 1 Thing Rolling Stones Amerie 2 Become 1 1,000 Faces Jewel Montana, Randy Spice Girls, The 1,000 Years, A (Title Screen 2 Becomes 1 Wrong) Spice Girls, The Perri, Christina 2 Faced 10 Days Late Louise Third Eye Blind 20 Little Angels 100 Chance Of Rain Griggs, Andy Morris, Gary 21 Questions 100 Pure Love 50 Cent and Nat Waters, Crystal Duets 50 Cent 100 Years 21st Century (Digital Boy) Five For Fighting Bad Religion 100 Years From Now 21st Century Girls Lewis, Huey & News, The 21st Century Girls 100% Chance Of Rain 22 Morris, Gary Swift, Taylor 100% Cowboy 24 Meadows, Jason Jem 100% Pure Love 24 7 Waters, Crystal Artful Dodger 10Th Ave Freeze Out Edmonds, Kevon Springsteen, Bruce 24 Hours From Tulsa 12:51 Pitney, Gene Strokes, The 24 Hours From You 1-2-3 Next Of Kin Berry, Len 24 K Magic Fm 1-2-3 Redlight Mars, Bruno 1910 Fruitgum Co. 2468 Motorway 1234 Robinson, Tom Estefan, Gloria 24-7 Feist Edmonds, Kevon 15 Minutes 25 Miles Atkins, Rodney Starr, Edwin 16th Avenue 25 Or 6 To 4 Dalton, Lacy J.
    [Show full text]