reverse logistics – make returns processing the star of your …€¦ · • oracle certified...
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Reverse Logistics –Make Returns
Processing the Star of Your Supply Chain
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Jade Global – About Us
Pune, India
San Jose, CA Boston, MA
China
Delhi, India
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Agenda
• Global Service Delivery Challenges
• Jade Global’s Solution
• RMA Portal
• Benefits
• Q&A
REVERSE LOGISTICS: MAKE RETURNS THE STAR OF YOUR SUPPLY CHAIN
Business Processes - Reverse Logistics
7
Customer Support Fulfillment
Customer Returns Bulk Defective Movement Repairs
Procurement Replenishment Disposal and Resell
Let’s take a quick poll…
How are your logistics services currently managed
A. In HouseB. 3rd Party
Create RMA
Order
Communicate to
3PL
RMA Status
Communicate to
CM
Logistics
Planning
Return,
Replacement
and Repair
CustomerSupport Site Call Center
3rd Party Logistics Contract Manufacturer Repair Vendor
ShippingShipping
Procure and
Network
Replenishment
Communicate to
Repair Vendor
Shipping
Manual
Manual Manual
Manual
Manual
ManualManual
Manual
Service Delivery Process Overview
Replacement
Unit Shipment
Summary of Challenges
Higher repair & transaction
costs!
Manual and redundant processes!
Disparate systems!
Inventory inaccuracies
Missed Customer SLAs
Warranty support losses!
Replacement
Unit Shipment
Manual
Manual
RMA StatusCreate RMA
Order
Communicate to
3PL
Communicate to
3PL
Logistics
Planning
Repair and
Return
Customer
Support Site Call Center
3rd Party Logistics Contract Manufacturer Repair Vendor
Shipping Shipping
New Buy and
Replenishment
Communicate to
Repair Vendor
Shipping
Manual
Manual
Manual
Manual
Manual
Manual
End to End
Let’s take a quick poll…
How Automated is your RMA Process?
A. Fully Automated
B. Somewhat Automated
C. Manual
RMA Portal
Customer Portal Login Page
Customer Portal Home Page
HTML Bins displaying Recent RMAs, RMAs awaiting for customer approval.
Create Service Order
Customer Contact Information
Select Billing and Shipping addresses
Product Information
PO Number, Shipping Information
Service Order Summary
Click on the “Place Order” button to create RMA
Service Order Summary
Note down the Return Order number. Click on the links to print packing slip and contamination form
RMA Receipt
Back-end automation will create
a WIP job against this repair
order after receiving.
Service Order Status
Search RMA details
by providing RMA
number.
If required reprint packing
slip, contamination form
Service Order – Charge Details
Approve/ Decline repair estimates
RMA PortalWarranty
AutomationB2B
Integration
EMS/ Exception
Mgmt Solution
Alternate PartsPlanning
IntegrationRepair
AutomationEscalation
Management
Solution Components Recap
Benefits Summary
Reduce RMA Processing Time
Enable SLA Compliance
Optimize Inventory Management &
Tracking
Orchestrate coordination
between multiple parties and systems
Manage By Exception
Increase Customer Satisfaction
Question & Answer Session
Contact Details
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1731 Technology Drive, Suite 350
San Jose, CA 95110 | 408-899-7207
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#JADEGLOBALIMRAN KHAN
Principal Consultant
408-899-7243