Return processing cycle time in days

This measure calculates the number of days (including weekends) between initial product return and final product disposition. Product return occurs when a customer relinquishes control of the product to the seller, to the manufacturer, or to a third-party intermediary. Final product disposition occurs when the method of disposition (remanufacture, salvage, return to OEM, etc.) has been determined and has actually occurred. This Cycle Time measure is intended to help companies analyze this duration related to the process "manage returns; manage reverse logistics".

Benchmark Data

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Measure Category:
Cycle Time
Measure ID:
103155
Total Sample Size:
1,446 All Companies
Performers:
25th Median 75th
- - -
Key Performance Indicator:
Yes
Sample image showing interactive filters for more detailed measure peer group data and an interactive graph.

Compute this Measure

Units for this measure are days.

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Return processing cycle time in days

Key Terms

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Cycle time is the total time from the beginning of the process to the end. This includes both time spent actually performing the process and time spent waiting to move forward.

The metric value which represents the 50th percentile of a peer group. This could also be communicated as the metric value where half of the peer group sample shows lower performance than the expressed metric value or half of the peer group sample shows higher performance than the expressed metric value.

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.