Article 3 “Many Happy (Product) Returns”
1). Having read this short yet worthy piece of information, discuss how an organization
of your choice manages or could manage its reverse logistics tactics and strategies so as
to provide satisfied experiences for “both” itself and its customers.
Xerox is an American multinational corporation, a leader in document technology and
services, and is among the world’s leading enterprises for business process and document
management. Xerox offers global services such as claims reimbursement, automated toll
transaction, customer care centres and HR benefits management.
Xerox has an internal initiative since the early 1990s known as the waste-free factory which
drives the global implementation of an ISO 14001-compliant environmental management
system, and help achieve 93 percent recycling rate for non-hazardous materials. The objective
of this operation is to ensure the reuse of all of these components and even improving the
performance of the products. The production lines in waste-free factories are designed so that
it is possible to produce new products by using some of the returned products’ parts.
Reuse and recycling of parts and components are considered in detail during the product
design phase. Xerox evaluates the lifecycle of products and considers extended life of parts,
easy disassembly, part reusability and material recyclability to reduce costs and extend
durability of some parts, which could be repaired or used for remanufacturing.
Moreover Xerox developed effective product returns management offering customers several
