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Reverse Logistics –Make Returns

Processing the Star of Your Supply Chain

Introduction

IMRAN KHANPrincipal Consultant

408-899-7243imran.khan@jadeglobal.com

Safe Harbor Statement

The following is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any services, material, code, or functionality, and should not be relied upon in making purchasing decisions.

The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

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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

imran.khan@jadeglobal.com