Average annual product return rate

This measure calculates the total number of products returned in the 12-month period as a percentage of the total number of products sold in the same period. This Process Efficiency measure is intended to help companies minimize waste and refine resource consumption related to the process group "Manage warranties".

Benchmark Data

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Measure Category:
Process Efficiency
Measure Id:
104859
Total Sample Size:
604 All Companies
Performers:
25th
Median
75th
Key Performance
Indicator:
No

Compute this Measure

Units for this measure are Percent.

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Average product return rate

Key Terms

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Process efficiency

Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.

Measure Scope

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Cross Industry (7.3.0)

  • 6.3.1 - Register products (20605)
  • 6.3.2 - Process warranty claims (12669)
    • 6.3.2.1 - Receive warranty claim (20096)
    • 6.3.2.2 - Validate warranty claim (12671)
    • 6.3.2.3 - Investigate warranty issues (20097)
      • 6.3.2.3.1 - Define issue (20098)
      • 6.3.2.3.2 - Schedule field service (12677)
      • 6.3.2.3.3 - Request and receive defective part (12678)
      • 6.3.2.3.4 - Investigate issue/perform root cause analysis (20099)
      • 6.3.2.3.5 - Receive investigation result/recommendation for corrective action (20100)
    • 6.3.2.4 - Determine responsible party (20101)
    • 6.3.2.5 - Manage pre-authorizations (20102)
    • 6.3.2.6 - Approve or reject warranty claim (12668)
    • 6.3.2.7 - Notify originator of approve/reject decision (20103)
    • 6.3.2.8 - Authorize payment (20104)
    • 6.3.2.9 - Close claim (20105)
    • 6.3.2.10 - Reconcile warranty transaction disposition (12667)
  • 6.3.3 - Manage supplier recovery (20106)
    • 6.3.3.1 - Create supplier recovery claims (20107)
    • 6.3.3.2 - Negotiate recoveries with suppliers (20108)
  • 6.3.4 - Service products (10218)
    • 6.3.4.1 - Confirm specific service requirements for individual customer (10320)
      • 6.3.4.1.1 - Process customer request (10324)
      • 6.3.4.1.2 - Create customer profile (10325)
      • 6.3.4.1.3 - Generate service order (10326)
    • 6.3.4.2 - Identify and schedule resources to meet service requirements (10321)
      • 6.3.4.2.1 - Create resourcing plan and schedule (10327)
      • 6.3.4.2.2 - Create service order fulfillment schedule (10328)
    • 6.3.4.3 - Provide service to specific customers (10322)
      • 6.3.4.3.1 - Organize daily service order fulfillment schedule (10330)
      • 6.3.4.3.2 - Execute product repair (10331)
      • 6.3.4.3.3 - Manage service order fulfillment (10332)
    • 6.3.4.4 - Ensure quality of service (10323)
      • 6.3.4.4.1 - Identify completed service orders for feedback (10334)
      • 6.3.4.4.2 - Identify incomplete service orders and service failures (10335)
      • 6.3.4.4.3 - Solicit customer feedback on services delivered (10336)
      • 6.3.4.4.4 - Process customer feedback on services delivered (10337)