Number of FTEs that perform the process "manage returns; manage reverse logistics" as a percentage of process group "manage logistics and warehousing" FTEs

This measure calculates number of full time equivalents (FTEs) that perform the process "manage returns; manage reverse logistics" as a percentage of process group "manage logistics and warehousing" full time equivalents (FTEs). The process "manage returns; manage reverse logistics" includes [Managing the process of a customer taking previously purchased merchandise back to the retailer. Remit a refund in the original form of payment, exchange for another item (identical or different), or a store credit. Perform reverse logistics and the repair/refurbishment.]. The process group "manage logistics and warehousing" includes [Administering and overseeing all activities related to logistics and warehousing. Outline and establish a strategy for the logistics function. Plan and administer the flow of inbound materials. Administer the operational activities of warehousing and outbound transportation. Manage reverse logistics including returns and exchanges.]. This Supplemental Information measure is intended to help companies evaluate additional variables related to the process "Manage returns; manage reverse logistics".

Benchmark Data

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Measure Category:
Supplemental Information
Measure ID:
107422
Total Sample Size:
734 All Companies
Performers:
25th
- Median
- 75th
-
Key Performance
Indicator:
No

Compute this Measure

Units for this measure are percent.

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(Number of FTEs who perform the process "manage returns; manage reverse logistics" / Number of FTEs who perform the process group "manage logistics and warehousing") *100

Key Terms

There are no key terms associated with this measure.
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Measure Scope

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Cross Industry (6.1.1)

  • 4.5.5.1 - Authorize and process returns (10364) - Approving and carrying forward the requests by the customers to return the product. This is part of the process of returning a product in order to receive a refund, replacement, or repair during the product's warranty period.
  • 4.5.5.2 - Perform reverse logistics (10365) - Moving products from their typical final destination to the origin or manufacturing destination for the purposes remanufacturing or refurbishment. Implement a transportation system to ensure that the products are returned back to their originating position safely and in tact.
  • 4.5.5.3 - Perform salvage activities (10366) - Executing activities for reinstating the returned products. Present the customer with additional incentives of compensation in case of any defective products delivery or any discrepancy in the product specifications in order to save the order from being permanently returned.
  • 4.5.5.4 - Manage and process warranty claims (10367) - Managing and administering any claims on the warranty of products. Handle and approve the customer claims for repair or replacement of, or compensation for non-performance or under-performance of an item, as provided for in the warranty document.
  • 4.5.5.5 - Manage repair/refurbishment and return to customer/stock (14195) - Administering the reinstatement of the returned product in order to return them back to customers. Repair or remanufacture the defective or ineffective products returned by the customer. Process the delivery of the repaired or remanufactured products back to the customer.