Product details

The case describes how Sylvia Davey, HP, handles the product returns for the printer division. It discusses product returns from a holistic business perspective starting with what affects consumer returns and how to influence this. It then discusses the reverse logistics and re-manufacturing issues. Finally, it looks into how to create markets for the 'as good as new' re-manufactured products. Increased legislation and environmental concerns and relaxed customer product returns policies lead to the need for a company to adequately organise these return flows. Unfortunately, many companies still consider this as a burden and focus on cost avoidance. The authors show how, if managed properly, product returns can be a (very) profitable business.