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Serving the Health Sciences, Retail, and High Tech Industries

FedEx and GENCO:


A Powerful
Combination
Page 12

official magazine of the

Edition 73
RLA@ T&LC Conference
Education for Transportation Professionals
Doubletree Resort Hotel in Orlando, March 23-25, 2015

Who should attend the conference?


Shippers, receiver, vendors, suppliers, 3PLs, risk managers, contract administrators, brokers, carriers,
attorneys - anyone responsible for supply chain integrity; negotiating or reviewing logistics contracts, RFPs or
rate quotes; shipment security and prevention of cargo theft; resolving freight charge disputes; and processing
or recovering loss or damage (OS&D) claims.

RLA Members can reserve time blocks if youre interested in


volunteering your time to educate attendees about the process of
Reverse Logistics or contact Felecia@rla.org:
Acclaimed as the best educational program in the industry, the sessions are presented by top experts and experienced RLA@ ProMat 2015
practitioners who give you information and advice that you can take back and use in your every day business. The Chicagos McCormick Place - South | Chicago USA
March 23 - 26, 2015
program includes General Sessions and Workshops touching on all modes of transportation and addressing a wide
range of topics including loss prevention and mitigation of damages, contracts and risk management, the National Motor
Freight Classification, new laws and regulations,shipping by air (parcel and air freight), reverse logistics, freight claims
and a meet the experts session, as well as a transportation attorney panel where leading transportation attorneys will
address current issues and recent court decisions.

In addition to a lineup of excellent speakers and panelists, the featured guest speaker at the Monday luncheon will be
James L. Welch, CEO of YRC Worldwide. Tuesdays luncheon guest speaker will be Jack Van Steenburg, Chief Safety
Officer and Assistant Administrator for the Federal Motor Carrier Safety Administration.

Dont just take our word for it, see what other people are saying.
RLA Members can reserve time blocks if youre interested in RLA@ T&LC 41st Annual Conference
volunteering your time to educate attendees about the process of DoubleTree by Hilton Hotel Orlando at SeaWorld
Orlando USA | March 23 - 25, 2015
Reverse Logistics or contact Felecia@rla.org:
Issue 9 Volume 3 RL Magazine is available on these E-Readers:
Go to RLmagazine.
com. Individual
subscriptions are
Articles available without
charge to qualified
FedEx and GENCO: A Powerful Combination individuals.
by Sandy McCurdy, Senior Vice President, Strategic Planning & Communications, FedEx
Non-qualified rates
Ground and Ryan Kelly, Senior Vice President, Strategy, GENCO
are as follows:
Its no secret that companies across a broad spectrum of industry segments from
Kindle iPad iPhone Android Nook
Page 14
retail, electronics and consumer goods to healthcare, high-tech and government are One Year
Subscriptions:
RL Magazine will publish 12 issues annually 12 new digital editions! Reverse
increasingly turning their attention to reverse logistics as a catalyst to drive supply chain
Global: $5.00
Logistics Magazine welcomes articles and abstracts.
optimization.
Please send to: editor@RLmagazine.com

Looking Towards the Future of Reverse Logistics Articles


To unsubscribe email:
by Dr. Robert Gordon, Program Director, Reverse Logistics at American Public University editor@RLmagazine.com sQRrl Codes Released and Evolving
Given the rate of change in technology, there is no doubt that our everyday lives by Kenneth Jacobsen, Co-chair of the RLA Standards
Page 20 are going to change as well as how business are run. Given what is happening
today, there are two particular technologies that are going to impact reverse
Publisher Gailen Vick Page 36
logistics worldwide. The first is the use of self-driving vehicles and the second is Editor Laura Teifel
News Media Alex Spasic
how technology will change how returns will be processed in the future. Technical Director Matt Gwilliam
Director of Education Doug Pratt
Page 12 Labeling Standards. RLA Members
Magazine Production Welcome the New sQRrl codes
The Moneyball Approach to Customer Returns and & Graphic Artist Benjamin Trokey
by Ron Lembke, Chair of the RLA Standards
Excess Inventory Board of Advisors
Dr. Mark Ferguson University of South Carolina
by Howard Rosenberg, CEO and co-founder of B-Stock Solutions James H. Hunt IV GENCO
Charles Johnston Home Depot

Most of us are familiar with Moneyball, a book-turned-Oscar-nominated film about a


Troy Kubat Walmart Video
Page 26 Thomas Maher Dell
Monica Orlando Hewlett-Packard Company
Major League Baseball teams data-driven approach to assembling a competitive roster. Vijay Raisinghani Google What is the Reverse Logistics
SUCCESS STORY
Ian Rusher Cisco Systems
For more information on the Board of Advisors, Association?
go to RLA.org
Helping Simon & Schuster, Inc. Chart New Territory in Reverse
Helping Simon & Schuster, Inc.
Chart New Territory by Reverse Logistics Association
in Reverse Logistics Editorial and Circulation Office
Logistics
Our Customer:
441 W. Main Suite D
Lehi, UT 84043-2024 Page 17
Phone: 801-331-8949
How Simon and Schuster benefits from working with Norbert Dentressangle:
Simon & Schuster, Inc. is one of the largest English-language publishing houses,
responsible for more than two thousand titles annually under 35 different imprints.

Fax: 801-206-0090
The Challenge:

Features
In 2002, Simon and Schuster (S&S) was actively seeking a partner to design and
implement a solution to effectively and efficiently handle all of their domestic book

editor@RLmagazine.com
returns. Prior to partnering with us, S&S Customer Financial Services utilized many
associates to handle the staggering task of tracking, completing, and issuing credits

Page 34
for the return of 42 million whole books. Additionally, S&S was looking for a partner

www.RLmagazine.com
to handle the intense programming surrounding credit recognition and issuance to
their clients. Their goals in partnering with a third-party logistics (3PL) provider to
handle returns were to gain the ability to utilize space in their own facilities to handle
new clients and to change their returns practices, enabling business rules to be fully

Message from the Editor 6 Read the Press 23


How Simon and Schuster utilized and tracked for compliance at the store level.

BPA Worldwide Membership May 2010. Printed


benefits from working with
Norbert Dentressangle: Our Solution:
Back in 2002, a fully implemented, process outstanding startup transition, and Norbert

in the U.S.A.
Reduced overhead in their documented return center was uncharted Dentressangle began processing whole
claims department territory for the publishing world. In addition book returns during S&Ss busiest quarter.

Industry Events 28
to providing warehouse space and labor, we
Refined processes to ensure

Focus Committees 7
ultimately needed to demonstrate a thorough Publishers are unique in that they require
credit is issued on actual

Feature Articles
understanding of S&Ss processes and provide no advanced notice or consistency of return
returns, not just claims a completely customized solution. This by their retailers. Our proprietary system

ISSUE 9 VOLUME 3
Added 540,000 square feet process took thoughtful development over provides S&S users the ability to cull data
to bring on additional six months of intensive summit meetings, for discrepancies with a single mouse click.
distribution clients analysis, and creation of the programming This ensures credit is being issued only for

REVERSE LOGISTICS MAGAZINE (ISSN 1934-


required to meet a day-one operational merchandise that was actually returned,
Gained the ability to trend and

Message from the Publisher 8 Industry Jobs 30


requirement. What began as a drawing on a versus what their clients said they returned.
record returns data previously sheet of a paper turned into the first-of-its- We have given S&S the ability to capture

3698) is published monthly for $5.00/per year by


unavailable to them kind, total return center. and record non-compliances from carriers
Improved distribution through to carton weights. By working with our own

Returning Thoughts
the ability to push 30,000+ pallets The value of books returned to S&S is transportation group, we are able to track
to Norbert Dentressangle for
distribution to end customers
dependent on whether or not they can be
re-sold. Upon intake, books are processed
and classified as either keep (for resale)
the shipments between the distribution
centers and the return center. Reverse Logistics Association.
iTunes In-App Purchase: $4.99 Advisory Board 9 Returning Thoughts 40
or kill (destroy/ recycle), based on their Norbert Dentressangle handles all
condition. In order for our solution to be aspects of the returns operation from
truly effective, it had to be both efficient and

Amazon Kindle Monthly Subscription $1.49


scheduling inbound carriers to outbound

by Paul Rupnow
delicate when handling the books marked for shipment execution to the certified
retention. Our engineering group partnered destruction of all books unfit for resale.
with W&H Systems to craft a wireless We also provide S&S value-added services
conveyance and sortation system to handle such as book inspection, re-jacketing, and

Advertiser Index 43
the books with care. Staffing was ramped re-pricing, and oversee the recycling of all

Edition 73 published March 2015. Industry Committees 10


1275 NW 128th Street Clive, Iowa 50325
up two months in advance with a crew that paper and cardboard resulting from the
worked directly with S&S. This provided an destroyed books.

Reverse Logistics Software Case Study at a Third Party Service Provider


800.636.6171
www.norbert-dentressangle.us

The information presented in this publication has


Page 40 been provided by corporations and is believed Regional Chapters 15
to be accurate; the publisher cannot assure its
completeness or accuracy.

4 Reverse Logistics Magazine Edition 73 www.RLmagazine.com www.RLmagazine.com Edition 73 Reverse Logistics Magazine 5
Message from the Editor Reverse Logistics Association
Striving for Excellence Focus Committees
Last month, I wrote about achieving goals. This month is related to that in
a different way. By understanding what type of thinker you are, you can
better understand why or why not you are achieving the goals being set. FOCUS COMMITTEES Seshagiri Singaraju, Oracle
Sylvie Thompson, OPTORO
To be the most productive, we set goals and make them happen and then CORPORATE SOCIAL RESPONSIBILITY
start the process all over again with a new goal. We live a dream and life Jennifer Bilodeau, Reverse Logistics Talk
that we want and take personal leadership over our lives. SPARE PARTS MANAGEMENT
Mohan Kumar D, Hewlett-Packard
The number one type of thinker understands that when a big goal is set, that it has to be bigger EXTENDED WARRANTIES
than them or its not a goal but simply a task instead. An example of this is if its something that Dan Gardner, GENCO
Charles Chappell, Genco
has been done before or there is no growth offered. An optimal goal is where you dont know Patrick Joseph, Encompass
exactly how to get it right away, have not experienced it yet, or it may be somewhat outside of Mohan Kumar D, Hewlett-Packard
Marko Niinisto, Philips
your comfort zone. People are the only goal striving beings on the planet so when were not Edwin Heslinga, Microsoft
striving for excellence we are not growing. What we can do is arm ourselves with the tools, technology, and knowledge to Jim Scarff, Encompass
overcome obstacles because these will always present themselves. One way to look at an obstacle is by viewing it in a positive Derek Scott, Canon
RL CERTIFICATION
light so that its there for my benefit. It will also be a reminder to progress and can offer continued growth. You dont want to Jose Luis Villalvazo, Hewlett-Packard
get rid of obstacles because theyre there to help you grow and remind us that we can set a bigger goal. Chairperson: Tony Sciarrotta, Reverse It Sales & Consulting
John Weatherup, Hewlett-Packard
Co-Chairperson: Jason MacIver, Dell, Inc..
There are three other thinkers that all have different ways to go about achieving their
goals. The second type of thinker will set a goal that is not too outrageous but this person STANDARDS
will doubt themselves and look at all of the challenges and obstacles. This causes focus Jennifer Bilodeau, Reverse Logistics Talk
Chairperson: Ron Lembke, University of Nevada
to be taken from the goal itself and when the obstacle becomes bigger than the goal, the Haozhe Chen, East Carolina University
end result of completion gets smaller and less achievable. The energy and intention is then Co-Chairperson: Paul Rupnow, Andlor Logistics Systems Inc
Kelly Davies, Flextronics
placed on all of the reasons of why not to complete the goal is no longer in sight. The third Co-Chairperson: Ken Jacobsen, Connexus
Mark Ferguson, University of South Carolina
type of thinker is the type of person who has a lot of excitement of ideas, with the feeling
of being able to easily accomplish everything in front of them. Once they hit an obstacle Michel Gavaud, Idelog
Bruce Brown, InforMission Solutions LLC
or challenge that becomes difficult, theyll go back and start on another goal instead of Jason Kang, APICS
accomplishing the original goal set out. This can also be referred to as having a spaghetti brain, where if you drew out the Ken Jacobsen, Connexus
Jason Maciver, Dell, Inc.
goals there would be lines going everywhere. The fourth type of thinker is the type of person that does not have goals or is on a Ron Lembke, University of Nevada
David Patton, American Public University
resting period from just reaching a big goal. They are not taking risk or have become comfortable and tend to stay in this zone Peter Philippens, Ideatics BV
longer than intended. The value or benefit of not having a goal is that there are no obstacles or challenges but also no chance Tony Sciarrotta, Reverse It Sales & Consulting
Tommy Rector, American Public University
of moving forward and striving for excellence. Ye Zhao, East Carolina University
Paul Rupnow, Andlor Logistics Systems Inc
Thank you,
Laura Teifel SOFTWARE SOLUTIONS
SUSTAINABILITY AND
editor@rla.org Co-Chairperson: Paul Rupnow, Andlor Logistics Systems Inc
ENVIRONMENTAL MANAGEMENT
Chairperson: Maria Molina, PlanITROI
Michael Alner, Intel

O
OUR MISSION

ur mission is to educate to be a catalyst for innovation what the Reverse Logistics RLA resources help advertise
and inform Reverse in developing and implementing Association provides through their services to a regional Christopher Blevins, ReverseLogix
Logistics professionals new RL processes. We have our membership services. and global audience. OEMs like Jennifer Bilodeau, Reverse Logistics Talk
around the world. RLA been and will continue to We serve manufacturers and Microsoft, HP, RIM, and Sony, Bruce Brown, InforMission Solutions LLC
Cintia Gates, Dell, Inc.
focuses on the reverse logistics provide our services to the retailers in a variety of settings along with Retailers like Wal- Haozhe Chen, East Carolina University
processes across all industries. industry at a moderate price. while offering ongoing updates Mart, Canadian Tire, Tesco and Raymond Glynn, Arrow Value Recovery
No matter the industry on market trends, research, Best Buy all participate at our Laurent Kitzinger, SoftThinks

M
High Tech, Consumer anaging the latest mergers and acquisitions events. Through RLA Events, Maria Molina, PlanITROI
Electronics, Automotive, information in services and potential outsourcing RLA Connect services and our
Roger Levi, Intel
Kenneth Turner, Hewlett-Packard
Medical/Pharmaceutical, Food such as repair, customer opportunities to 3PSPs. We publications RL Magazine and Michael Geoffrey Omosa, NIT Rourkela
and Beverage, Apparel, or service, parts management, have gained the attention of the Weekly News Clippings Joe Walden, The University of Kansas
other our goal is to provide end-of-life manufacturing, 3PLs like FedEx, DHL, USPS email we help OEMs, ODMs, Peter Philippens, Ideatics BV
RL process knowledge to all service logistics, field service, and UPS. 3PSPs like Teleplan, Branded and Retail companies Paul Rupnow, Andlor Logistics Systems Inc
industries. We want to educate returns processing and order Foxconn, Flextronics, Canon, find service partners and
everyone about the Reverse fulfillment (just to name a few) Sony and Jabil, along with small- solutions providers that were Lee Sacco, Oracle
Logistics processes that are can be a little intimidating, to and medium-sized service previously unknown to them.
common to all industries and say the least. Yet that is exactly providers have found that

6 Reverse Logistics Magazine Edition 73 www.RLmagazine.com www.RLmagazine.com Edition 73 Reverse Logistics Magazine 7
Reverse Logistics association Reverse Logistics association

Message from the Publisher Board of Advisors A Board of Advisors comprised of industry experts has been set up to monitor
and assist the Reverse Logistics Association management team in making informed decisions. Advisors include:

Membership Strengthens Everyone Dr. Mark Ferguson University planning, procurement, distribution, returns,
of South Carolina, Dr. Mark Ferguson repair, inventory management, supplier
I know that many of you enjoy the benefits of a membership of the Reverse Logistics Association.
But some of you dont realize the value that RLA brings for educational and networking! Please serves as the Director of the Sustainable management and parts disposal. These
chat with others that are members and they will motivate you to become a corporate member. Enterprise and Development Initiative. operations support 100% of Dells warranty
The Reverse Logistics Association monitors thousands of OEM, ODM, Branded and Retail Dr. Ferguson has worked in the reverse customers across all Business Units and all
companies worldwide who are looking for 3rd Party Service Providers in the Supply Chain. It logistics area for over ten years; teaching Product Lines.
is our objective to assist our members in reaching their marketing, networking and educational
classes on reverse logistics topics,
goals. Monica Orlando Monica Orlando has
consulting with companies and providing
Since many of you have attended RLA Conferences and Seminars in the past, you might be eligible to upgrade your registration over 15 years of experience in Supply
thought leadership of the area through his
fee to a RLA Membership. Chain designing and managing a variety
research.
of complex processes spanning across
An Associate membership cost $2,999, but you can upgrade for only $2,000 to become a Conference Attendee to an Association
Member. James H. Hunt IV GENCO Planning, Manufacturing, Logistic, Order
Technology Services, Jim is the Senior Fulfilment and Inventory Management. As
A Bronze membership costs $5,499, but you can upgrade for only $4,500 to become a Conference Attendee to a Bronze Vice President, Business Development Director of Channel Operations Monica
Member.
for GENCO Technology Services. He has is responsible for all the supply chain
You have 30 days from the date of the event to take advantage of this benefit, so act now to receive credit for your registration. responsibility for account management, aspects of distributing PCs and Printers
Here is a summary of RLA Member Benefits. new business sales and solutions to the North America HP Retailers/
development. He joined GENCO in July Distributors, including the reverse logistic
Solutions Education Information processes and programs.
2012.
Internship Postings Conference Presentations Weekly News Clippings
Respond to RFIs Case Studies Reverse Logistics Magazine Charles Johnston Home Depot, Vijay Raisinghani, Google, Vijay is
Community Networking Reports, Research RLA Committees & Chapters
Charles Johnston is Director of Repair an expert in end-to-end supply chain and
and Returns at The Home Depot Chuck fulfillment strategies and execution that
Industry Job Postings White Papers RL World-Wide Data Base
was with WAL-MART for the past 14 cut costs, drive efficiencies, optimize assets,
Exhibit Expo / Fairs Seminar & Workshops Public Relation Announcements
years and his responsibilities include ensure compliance, generate revenue,
Sponsorship Opportunities Recorded Conference Video Presentations
Returns, Imports, Exports, Tires and and deliver high level of service quality
Below is a list of the RLA Events for the next year. The RLA@ Events gives our corporate members an opportunity to
Printing and Mailing Distribution. and customer satisfaction. He has an in-
participate in the RLA Pavilion, so you can educate others on the Reverse Logistics process and show the solutions that your
company offers. depth knowledge of supply chain system
Troy Kubat - Walmart, Troy is now
functionality, including planning, budgeting,
Future RLA Events the Director of Logistics Engineering-
forecasting, replenishment, transportation,
Mar 23-25 RLA@T&LC Conf: Orlando free to Corporate Members Grocery at Walmart having worked is way
Mar 2326 RLA@ProMat: Chicago - free to Corporate Members
and distribution. He has a passion and
up from Director, Logistics Operations,
Jun 2325 RLA@Logistics & Supply Chain Expo: Mexico City - free to Corporate Members drive to inspire people and organizations
Industrial Engineering Manager at Walmart
Apr 8-9 RLA@Home Delivery World: Atlanta - free to Corporate Members to value every customer, escalate revenue
Jul 1-3 RLA Conf & Expo: New Delhi - International Division and Japan
and reduce cost.
Sep 15-17 RLA Conf & Expo: So Paulo Expatriate - Logistics Operations Lead at
Nov 1718 RLA Conf & Expo: Paris Walmart - International Division Ian Rusher - Cisco Systems, 20
Jan 6-9 RLA@CES: Las Vegas - free to Corporate Members Years within Supply Chain Operations, of
Apr 4-7 RLA Conf & Expo: Atlanta Thomas Maher - Dell, Tom Maher
which the last 15 Years have been spent
joined Dell in 1997 and is the Executive
If your company is a Corporate Member, you can volunteer by reserving time blocks in RLAs exhibit/Private Meet Room spaces if youre in reverse Logistics. Previous experience
Director for Global Service Parts. Mr. Maher
interested in volunteering your time to educate attendees about the process of Reverse Logistics. running 3Com EMEA Warranty/Service
is responsible for service parts life cycle
Repair Operations, Responsible for both
Best Regards, support in over 100 countries. Mr. Mahers
Internal and 3rd party repair operational
Gailen Vick, Founder & Publisher www.RLA.org global service parts responsibilities include:
performance and Engineering support.

8 Reverse Logistics Magazine Edition 73 www.RLmagazine.com www.RLmagazine.com Edition 73 Reverse Logistics Magazine 9
Reverse Logistics Association Industry Committees
Laurent Kitzinger, SoftThinks Dr. Oliver Hedgepeth, American Public University Retailers
Industry Committees are set up to provide
a standing forum for Reverse Logistics Jason Kollarik, Samsung Nathan Heidrich, AVC Corp Coordinator: Rachelle Hetterson, Defense Ammunition Center
Professionals to meet on a regional and global Brad Larsen, Hewlett-Packard Thomas Marcellino, Inmar Raul Castilla, Walmart
basis and discuss common Reverse Logistics Maria Molina, PlanITROI Nathan Heidrich, AVC Corp
issues at the RLA Conferences & Expos. Industry
Kathy Murphy, Jarden Consumer Solutions Life Sciences Laurent Kitzinger, SoftThinks
Committees educate the industry on reverse
logistics: Peter Philippens, Ideatics BV Co-Chairperson: Will Kyzer, Andrea Newman, Best Buy
Paul Rupnow, Andlor Logistics Systems Inc Anchorage Economic Development Corporationl Anthony Pereira, Barnes & Noble
Best Practices
Ivan Russo, Verona University Nathan Heidrich, AVC Corp Craig Sultan, Home Depot Direct

Consumer Satisfaction Issues Jim Scarff, Encompass Will Kyzer, Anchorage Economic Development Sylvie Thompson, OPTORO
Tony Sciarrotta, Reverse It Sales & Consulting Corporation
Regulations on a Worldwide & Regional Coy Surles, InteliSol, Inc SPACE & AVIATION (OBSOLESCENCE)
Basis Processes that can Reduce Costs
Sylvie Thompson, OPTORO REMAN (AUTOMOTIVE & HD) Coordinator: Yann Conchaudron, IESEG school of management
Matthew Vandoren, TOTALL Metal Recycling Chairperson: Gailen Vick, Reverse Logistics Association
APPAREL
Charles Chappell, Genco WIRELESS TELECOMMUNICATIONS
Chairperson: Gailen Vick, Reverse Logistics Association
Data Storage Bharath Manoharan, ESC Rennes School of Business Chairperson: Angelika Kluna, CLi360, Inc.
Nathan Heidrich, AVC Corp
Chairperson: Tom Burnam, Western Digital Bill Kenney, OnProcess Technology
Tom Burnam, Western Digital Angelika Kluna, CLi360, Inc.
CONSUMER PRODUCTS
Gary Gear, Toshiba America Electronic Components, Inc. Kate Pearce, Compass Intelligence, LLC
Chairperson: Paul Baum, PlanITROI
Nathan Heidrich, AVC Corp Jerry Schmidt, Asset Priority Sync, Inc
Co-Chairperson: Kathy Murphy, Jarden Consumer Solutions
Laurent Kitzinger, SoftThinks Joe Walden, The University of Kansas
Co-Chairperson: Tony Sciarrotta, Reverse It Sales & Consulting
Rachel North, Toshiba America Electronic
Paul Baum, PlanITROI
Components, INC.
Brianne Boettner, Best Buy
Jose Luis Villalvazo, Hewlett-Packardkard
Mark Ferguson, University of South Carolina
Steve Freemerman, GoPro
FOOD AND BEVERAGE (UNSALEABLES)
Elaine Gasser, Hewlett-Packard Join today at www.RLA.org
Dawn Bland, Inmar
Cintia Gates, Dell, Inc. Focus Committees continued on to page 7
Gene Bodenheimer, GENCO
Regional Focus continued on to page 15
Ken Jacobsen, Connexus

10 Reverse Logistics Magazine Edition 73 www.RLmagazine.com www.RLmagazine.com Edition 73 Reverse Logistics Magazine 11
Labeling Standards.
RLA Members Welcome the New sQRrl codes Get all your Reverse Logistics
Article
by Ron Lembke, Chair of the RLA Standards News whenever you need it.
Visitors to the booth at the show asked many great
questions and had many valuable solutions. As just a
couple of examples of additions that have been made
fairly recently, I want to highlight a few things:
1. Encryption Anything on a QR code can be read by
anyone with a QR code reader. We thought companies
might appreciate to put things that could not be read
by the general public, and we initially created a small
number of fields that could be encrypted. But Bruce
Brown, of Informission, who is developing the software
for creating QR codes for us, said there was no reason
we needed to limit the number of encryptable fields. As
a result, now any of the 60+ fields can be encrypted.
The response to the announcement of the sQRrl (Standard 2. Geolocation Bruce also found a way to capture
QR codes for Reverse Logistics) codes was encouraging. geographic location information from the end user. So
I had the opportunity to present this new initiative to when an end user scans the QR code, when it pings the
the Board of Directors of the RLA, in the Standards server, the server records the geographic location of the
Committee meeting, to the Consumer Electronics end user. This gives the company tremendous potential
Committee, and during a plenary panel session. We had for collecting and analyzing data. If for example, the
a booth in the exhibit hall that was staffed throughout manufacturer discovers that it is getting many scans
the conference. As a result, we had many opportunities from customers in stores of one particular retailer, it
to get input from RLA members about the standard. might want to make changes to its packaging or displays.
Also, for the first time, companies can find out exactly
As with any brand new idea, the initial response of how geographically dispersed its products become. A
many people was skeptical, and it is always helpful company may discover that a surprising number of its
when people play the Devils advocate. We welcome as products have made their way into countries where the
many questions as we can get, because that is how we company has no direct sales presence, which can have
will make the standard better. When I presented to the valuable implications for discovering valuable new
Board of Directors, Tom Maher of Dell was skeptical. markets for retailing, as well as RL opportunities for
But in his keynote presentation, he said that I may have after sales service and support.
changed his mind. He had asked some great questions in
the board meeting, and fortunately, they were all issues 3. Transportation fields as Ken Jacobsen described in
we on the committee had discussed internally or with his article, we had many requests for fields related to
other people, so I was able to allay his concerns. After shipping, customs and international trade. As a result,
he had some time think about it, he could see the value we have added fields for this information, as well.
sQRrl codes can offer. For example, Dell has concerns
about counterfeiting, and we believe that the ability to So far, the response has been very encouraging, but we
use encryption in the sQRrl code fields could help them know that there must be many other useful fields that
in their efforts to fight counterfeiters. have not been suggested to us. We look forward to
hearing more ideas from the members of the RLA. If
We are not trying to mandate that people use them, you have any ideas, questions, or suggestions, please
or how they use them. But we do believe that they email me or Ken, and we would love to talk to you.
offer companies an efficient, effective way to share
information with their retail and supply chain partners. Ron Lembke Available Now on iTunes and
Chair, RLA Standards Committee
Companies can include whichever fields they believe
add value, and none of the others. ronlembke@unr.edu Amazon.com for your iPhone and
Kindle Devices.
12 Reverse Logistics Magazine Edition 73 www.RLmagazine.com www.RLmagazine.com Edition 73 Reverse Logistics Magazine 13
FedEx and GENCO: A Powerful Combination Reverse Logistics Association
Regional Chapter Committees
Article
by Sandy McCurdy, Senior Vice President, Strategic Planning & Communications, FedEx Ground
and Ryan Kelly, Senior Vice President, Strategy, GENCO

Its no secret that companies across a broad


spectrum of industry segments from retail, REGIONAL CHAPTERS Marcelo Cairolli, Arrow Value Recovery
Orlando Cattini Junior, FGV
electronics and consumer goods to healthcare, AFRICA
high-tech and government are increasingly Rosekelly Costa, ISCAP
Chairperson: Craig Plowden, Revlogs (Pty) Ltd
turning their attention to reverse logistics as a Luciana Lacerda, Hewlett-Packard
catalyst to drive supply chain optimization. Michael Geoffrey Omosa, NIT Rourkela
Ricardo Magioni, Dell, Inc.
Sherif Salvador, University of Hull
By improving reverse logistics processes, both Felipe Ortiz, Grupo Po de Acar
business-to-consumer (B2C) and business-to- Adriano Pgas, Acer
business (B2B) organizations of all sizes realize they APAC
Paulo Sader, Microsoft
have the potential to add as much as five percent to Chairperson: Mohan Kumar D, Hewlett-Packard
the bottom line and, just as importantly, bolster customer Marcio Silva, Philips
Co-Chairperson: Dr. Sunnanda Panda, RevLog Resources
satisfaction. In fact, the potential impact to profitability
Coordinator: Michael Geoffrey Omosa, NIT Rourkela
by implementing an optimal reverse logistics solution EUROPE
can be much greater than forward distribution making solutions to help our customers more efficiently Erwan Berger, Geodis
Chairperson: Charlie O Shaughnessy, Intel
it a crucial strategic tool in differentiating companies manage their returns in-house, we have been receiving Haozhe Chen, East Carolina University
from the competition. an increasing number of requests to offer outsourced Co-Chairperson: Derek Scott, Canon
Mohan Kumar D, Hewlett-Packard
dedicated reverse logistics services to operate return Coordinator: Bharath Manoharan, ESC Rennes School of Business
According to a January, 2015, report from IBISWorld, centers and provide custom solutions to maximum Michael Geoffrey Omosa, NIT Rourkela
the U.S. reverse logistics industry is projected to grow recovery efforts. Erwan Berger, Geodis
Ian Rusher, Cisco
another 18 percent, from $6.1 billion in 2015 to $7.2 Kelly Davies, Flextronics
Yogesh Sarin, Dell, Inc.
billion by 2020. In an age where an estimated 15-20 With the percentage of product returns continuing to Michelle Lingley, Flextronics
percent of all online purchases are returned, the focus on rise, it was clear that we needed to offer our customers Ye Zhao, East Carolina University
Bharath Manoharan, ESC Rennes School of Business
reverse logistics will only continue to intensify. true cradle-to-grave capabilities that can reduce their
Marko Niinisto, Philips
total cost of product ownership. BRASIL
Best-in-class reverse logistics Stephen Noonan, Intel
Thats why the recent acquisition of Pittsburgh-based Chairperson: Felipe Ortiz, Grupo Po de Acar
At FedEx, our customers in numerous market segments Charlie O Shaughnessy, Intel
especially retailers and e-tailers have been requesting GENCO is such a perfect fit for FedEx. GENCO is Co-Chairperson: Orlando Cattini Junior, FGV
a more robust portfolio of dedicated reverse logistics widely regarded in the industry as the pioneer of reverse Michael Geoffrey Omosa, NIT Rourkela
Co-Chairperson: Marcelo Cairolli, Arrow Value Recovery
capabilities to complement our forward-facing supply logistics as a professional discipline. Both companies Ian Rusher, Cisco
Coordinator: Rosekelly Costa, ISCAP
chain solutions. While our portfolio includes several have similar corporate cultures, and GENCO shares the Ivan Russo, Verona University
Djalma Barbosa, Dell, Inc.
Derek Scott, Canon

LATIN AMERICA
Chairperson: Guillermo Fernndez deJuregui, ONILOG
Guillermo Fernndez Dejuregui, ONILOG

NORTH AMERICA
Nathan Heidrich, AVC Corp
Michael Geoffrey Omosa, NIT Rourkela
Paul Rupnow, Andlor Logistics Systems Inc
Tony Sciarrotta, Reverse It Sales & Consulting

14 Reverse Logistics Magazine Edition 73 www.RLmagazine.com www.RLmagazine.com Edition 73 Reverse Logistics Magazine 15
FedEx commitment to making every customer experience
outstanding and delivering exceptional service. Turning Green into Gold
As Stifel Nicolaus analyst David Ross commented in a
research note following the acquisition announcement,
FedEx is buying a quality, complementary company with
a strong industry position, keeping its leadership intact.
With the acquisition of GENCO, the leader in product
lifecycle logistics, FedEx has expanded our industry-
leading portfolio of transportation, e-commerce
and business solutions to include world-class return
center operations, return-to-vendor processing,
recall management, liquidation and test, repair and
refurbishment services.
GENCO currently operates more than 130 value-added
warehouse operations and processes approximately half (GDP). This opens up the possibility of expanding to
a billion returned items annually for a diverse range new markets around the globe.
of customers in the retail, consumer and industrial,
technology, healthcare, and government sectors. The
More robust supply chain management
company helps customers to improve cash flow, clear capabilities
inventory, streamline operations, manage compliance While FedEx has long had a presence in supply chain
with internal policies and vendor agreements, reduce management, our current solutions are focused on
labor hours and maximize the value for returned goods forward logistics, particularly for customers with high-
through a wide range of liquidation channels including value products or complex supply chain requirements.
GENCO Marketplace and nobetterdeal.com. In short, We have specialized in providing end-of-runway
GENCO enables organizations to efficiently process and solutions for healthcare and high-tech companies that
monetize returned products and focus on their core have mission-critical service parts and highly time-
competencies. sensitive inventory. We also provide solutions that utilize
our extensive network of global distribution centers
With the acquisition, GENCO customers now have (GDCs) and forward stocking locations (FSLs) in more
access to the FedEx air and ground networks that cover than 24 countries.
more than 220 countries and territories, linking more
than 99 percent of the worlds gross domestic product With the addition of GENCO, FedEx can expand our

Paying attention to the environment is not just good for nature,


its also good for the bottom line.

Our Association doesnt save trees. Our Association educates others on how to
eliminate the need to destroy them.

16 Reverse Logistics Magazine Edition 73 www.RLmagazine.com www.RLmagazine.com Edition 73 Reverse Logistics Magazine 17
Sandy is active in the community and industry. She
What is the Reverse Logistics Association?
serves as Chairman of the Board Elect to the Pittsburgh
Chapter of the American Heart Association and is also a
member of the Conference Board.
As an accomplished leader, Sandy attended the FedEx
Executive Leadership Institute in 2003 and participated
in the FedEx Excel Leadership Program in 2012. She has
also been honored with the companys most prestigious
award, the Five Star Award, on three separate occasions,
and the FedEx Ground Leadership Award twice.
Sandy is originally from Moon Township, Pennsylvania.
She earned her B.B.A. from Kent State University, and
her M.B.A. from the University of Pittsburghs Katz
Graduate School of Business.
Sandy currently resides in Moon Township with her two
children.
global third-party logistics provider (3PL) capabilities
to a broader range of market segments in particular Ryan Kelly is Senior Vice President of
retail and e-commerce. The combination of the two Strategy at GENCO, headquartered in

u
organizations is expected to result in more solutions and Pittsburgh, PA.
options that better meet each customers unique supply
In this role, Ryan leads the strategic
chain requirements. Well be able to create and customize
planning process, corporate development
business models that deliver a wide array of forward and
initiatives, and the integration of GENCO
reverse logistics services, including warehousing and
with FedEx. Ryan is also responsible for managing
fulfillment, transportation management, service parts
the Marketing and Business Development functions
logistics, contract packaging, product configuration,
returns management, and liquidation.
within the company. A member of GENCOs senior To view this video without iTunes:
management team, Ryan is a key strategic partner for all http://www.youtube.com/watch?v=ImqPO4r5XF4
As the reverse logistics market continues to grow, the of GENCOs business units.
goal of FedEx and GENCO is to continue introducing
Ryan came to GENCO through its 2010 merger with
the innovative, integrated solutions our customers need
ATC Technology Corp., for which Ryan was Director
to keep driving cost efficiencies and adding to their
of Corporate Development, Planning, and Analysis.
bottom line.
Immediately after the merger, Ryan was appointed
Sandy McCurdy is Senior Vice President Vice President of Strategy for GENCO. Previously,
of Strategic Planning, Communications Ryan worked at Robert W. Baird & Company and At this years RLA Conference & Expo in Las Vegas you may have noticed a
and Contractor Relations for FedEx J.C. Bradford & Company in their capital markets television crew roaming around. The crew was there to capture response to the
Ground, headquartered in Moon groups, holding positions in equity research, corporate conference and make a video that displayed the essence of the Reverse Logistics
Township, Pennsylvania. development, private equity, risk management, and
investment banking. Association. They were also filming segments for a new video series in RL Digital
Sandy joined FedEx Ground in 2000 with
more than 10 years of experience in financial planning Ryan earned his bachelors degree in business
magazine called RLA Rewound. As you view it, you may see some familiar faces. A
and analysis. In 2007 she was promoted from Managing administration from Loyola University New Orleans and big thank you to everyone who took time out from their busy conference schedule
Director to Vice President of Finance. Her extensive his MBA with concentrations in finance, accounting, and to stop and talk with our reporter. We hope you will share the video with friends
knowledge of the financial world made her the ideal strategic management from the University of Chicago,
choice to become the Vice President of Strategic Planning Booth School of Business. and colleagues as you introduce them to the association and explain what we do
in 2012 before assuming her current role in 2013. and how we can support them. Stay tuned, because we may be talking to you for
the next series of videos for RLA Rewound.

www.RLA.org www.RLAshows.org www.RLmagazine.com


18 Reverse Logistics Magazine Edition 73 www.RLmagazine.com www.RLmagazine.com Edition 73 Reverse Logistics Magazine 19
RL Solutions
Looking Towards the Future of Reverse Logistics We help YOU connect to . . .
Article
By Dr. Robert Gordon, Program Director, Reverse Logistics at American Public University

Given the rate of change in technology, there is no doubt


Academic Institution Research
that our everyday lives are going to change as well as
how business are run. Given what is happening today,
Careers
there are two particular technologies that are going to Consultants
impact reverse logistics worldwide. The first is the use of Emergency Recalls Providers
self-driving vehicles and the second is how technology Internships
will change how returns will be processed in the future.
Label Standards (SQRRL Code)
First, for logistics the use of self-driving trucks is going Mergers & Acquisitions
to revolutionize the transportation of materials from
New & Repurposed RL
distribution center to retail outlet. If one were to take
the efficiencies gained by the Wal-Mart WAVE system
Facilities
and combine it with the self-driving capabilities of the RL QUOTE - 3rd Party
Mercedes designed Future Truck, one could have an Service Providers
amazing new truck that would change shipping. Self-
driving cars are not as far off as we might think as

We know that many Manufacturers, Retailers


& 3PSPs spend a lot of time, energy, and money
trying to find the right solutions.

So we offer ways to expedite your solutions


search at NO COST to you, while you remain
anonymous.

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For more information visit RL Solutions at


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20 Reverse Logistics Magazine Edition 73 www.RLmagazine.com www.RLmagazine.com Edition 73 Reverse Logistics Magazine 21
Read the Press
convenient domestic amenity. remanufacturing revolution, a new
Full Article report warns today.
Full Article
Remanufacturing Sector Could
Add Nearly 2bn To Scotlands Irwin Mine And Tunneling
Economy Supply Acquires Equipment
Early Bird Offer Expires on 5 March 2015 The remanufacturing Repairs Companies
Friday | Home Delivery World industry in Scotland has the 3 March 2015 Irwin Mine and
Europe 2015 potential to add nearly 2 billion to Tunneling Supply, an affiliate of
16 March 2015 Will you be joining the nations economy, Environment Irwin Car and Equipment, has
600+ retailers & B2C delivery Secretary Richard Lochhead purchased Mescher Manufacturing
professionals in April? confirmed today. Co. of Big Rock, VA, and Radford
Full Article Full Article Remanufacturing & Assembly of
projections are estimating the self-driving car market will evolve over time and acceptance might be slow at first, Radford, VA.
City IDA Unsure What Remains Route Genie Offers More Choice Full Article
be at 87 billion dollars by 2030. Mercedes has already but in time it will become a requirement. When seatbelts
At E-Waste Facility In The Carrier Management
announced that a self-driving package will be available were first introduced as a safety device, the public was
9 March 2015 The city has not Market Place Liz Swafford: More Than 2.6
on their cars released by 2020. Given that level of tepid at their introduction. There was a similar situation yet done an inventory at E-Waste 5 March 2015 In September Million Pounds Recycled In
anticipated growth, along with three major automobiles with the introduction of the first airbags. Over time, as the Systems space at the Geneva 2014, results emerged from a Dalton Last Year
manufacturers conducing driverless car testing in the safety and value of these items were found, they became Enterprise Development Center survey commissioned by law firm 3 March 2015 Whats the weight
US, shows that this market will grow. a requirement for all vehicles. Self-driving vehicles will (GEDC) on Genesee Street to Thomas Eggar LLP which looked at equivalent of 745 mid-sized cars
likely follow the same pattern of acceptance. determine what if anything the consumer views on retail deliveries. and saves enough energy to power
Although self-driving vehicles does not mean that there company left behind. The findings indicate that retailers 139 households for a year? Thats the
will be no one at the wheel, it does offer the benefit Second, for reverse logistics, there will soon be a Full Article brand images are intrinsically linked 1,334 tons, or 2,668,020 pounds, of
of fewer accidents. Self-driving vehicles never get technology revolution with regards to the processing of to their logistics fulfilment. materials that residents in the city of
Electronic Recycling Surges, Full Article Dalton recycled in 2014 through the
distracted, they never feel fatigue, and never drive at returns. Lowes and Nestle have reported that they will be
Turns Profit In Westchester citys curbside recycling program..
anything less than 100%. This technology will certainly introducing robots as sales associates by the end of this
9 March 2015 Dying cathode- County Sees E-Waste Recycling Full Article
ray tubes and the appeal of smart Boom
televisions helped Westchester 4 March 2015 Thousands of Warning! Retailers
Countys hazardous electronic- pounds of waste have been recycled Environmental Enforcement
waste recycling numbers soar last by county residents since last March, Initiative In New York
year. but its not the traditionally gross, 2 March 2015 Our retail clients with
Full Article grimy trash. stores and warehouse facilities in the
Full Article State of New York are warned that
Consumer Models Stuck In The the State of New York Department
Stone Age UK Risks Losing Out On Over of Environmental Conservation
6 March 2015 How would you 3bn From The Remanufacturing (NYDEC) has announced that it
feel if you no longer owned your Economy will begin enforcing regulations
own washing machine? Perhaps you 3 March 2015 The UK economy relating to hazardous waste
already use a community laundry in could be losing out on over 3 billion Full Article
the name of resource efficiency, but by failing to fully embrace the
this would spell the end of a highly commercial opportunities of the

22 Reverse Logistics Magazine Edition 73 www.RLmagazine.com www.RLmagazine.com Edition 73 Reverse Logistics Magazine 23
The USAs only event for the entire
home delivery chain
April 8-9, 2015, Atlanta, GA
Join us to gain industry intelligence, network with top retail, eTail, supply
chain, and logistics decision-makers, and form new business relationships.

Confirmed speakers include:

year. Although this seems to be more related to sales,


what people do not realize is this technology along with
using the same technology for self-service checkout
is going to revolutionize returns. Imagine instead
of standing in the return line, one can go to a station
designed to check a return seamlessly and generate a gift
card for store credit.
Reggie Milligan Brian Bourke Michael J. Ryan
perfected; however, these changes are going to happen Founder Vice President, Marketing Executive VP, Parcel
The system would be the same as combining the
sooner that people think. Technology is moving faster Mantry SEKO Logistics Solutions
customer service robot along with a self-checkout ProStar Logistics
as everyone is trying to apply technological solutions to
station. The self-checkout station would weigh the
everyday situations.
item being returned, as well as being able to scan the
bar code and the bar code on the receipt. If everything Dr. Robert Lee Gordon is currently We're glad to have the Reverse Logistics Association as a Media Partner of
Home Delivery World 2015. Members of the RLA can save 15% on their VIP
comes up as correct, the checkout station could dispense an associate professor with American conference pass with promo code XSJJ.
a gift card with the correctly credited value. Just like Public University System in Reverse
Visit the website to register now: www.terrapinn.com/homedelivery
with self-checkout stations, this would allow for a single Logistics Management program. He has
employee to monitor several returns stations, effectively four published books, three regarding
reducing costs and increasing efficiency. project management and one regarding reverse logistics

sponsors
Featured
in addition to dozens of articles. Dr. Gordon curates a
Both of these changes are going to change how large
Reverse Logistics topic at http://www.scoop.it/t/reverse-
retailers are going to conduct their logistics and reverse
logistics-by-robert-gordon2.
logistics. In both of these cases, the technology is still not
RLA Members can reserve time blocks if youre interested in RLA@ Home Delivery World 2015
Atlanta Convention Center at AmericasMart |
volunteering your time to educate attendees about the process of Atlanta USA | April 08 - 09, 2015

24 Reverse Logistics Magazine Edition 73 www.RLmagazine.com


Reverse Logistics or contact Felecia@rla.org:
www.RLmagazine.com Edition 73 Reverse Logistics Magazine 25
The Moneyball Approach to RLA @ Logistics & Supply Chain Expo
Customer Returns and Excess Inventory Centro Banamex in Mexico City, Mexico, June 23-25, 2015
Article
by Howard Rosenberg, CEO and co-founder of B-Stock Solutions

Most of us are familiar with Moneyball, a Join the Reverse Logistics Association at Logistics & Supply Chain Expo
book-turned-Oscar-nominated film about a Major
League Baseball teams data-driven approach
to assembling a competitive roster. The idea is
that the historical wisdom of baseball insiders is
flawed and that more analytical metrics of player
performance can better predict team performance.
The same tactics can be applied to reverse logistics,
specifically how organizations approach the sale of their
returned, overstock and excess inventory slated for
liquidation. Whether its a team of MLB players or racks
of customer returns in your warehouse, the answers to
building a formula for success lie in the data.

Before we dive into data points though, lets discuss


the reverse supply chain landscape and the transition
that is slowly taking place when it comes to solutions
for returned and excess inventory. Historically, there
has been a lack of innovation for dealing with obsolete Logistics & Supply Chain Expo es un evento lder en Amrica Latina que congrega a los principales actores
de la industria logstica en Mxico en torno a productos, servicios, innovaciones y tendencias de la cadena
inventory, which has resulted in billions of dollars lost
de suministro, logistica y manejo de materiales. Durante 3 das los proveedores ms improtantes del sector se
renen con clientes potenciales en una plataforma que incluye diversas actividades.
Logistics & Supply Chain and Expo is a leading event in Latin America that brings together the major players in
the logistics industry in Mexico around products, services, innovations and trends in the supply chain, logistics
and material handling. During 3 days providers meet with potential clients more important sector on a platform
that includes various activities.

RLA Members can reserve time blocks if youre interested in RLA@ Logistics & Supply Chain Expo 2015
Centro Banamex | Mexico City Mexico
volunteering your time to educate attendees about the process of June 23 - 25, 2015

26 Reverse Logistics Magazine Edition 73 www.RLmagazine.com


Reverse Logistics or contact Felecia@rla.org:
www.RLmagazine.com Edition 73 Reverse Logistics Magazine 27
by retailers and manufacturers; reactive approaches and
traditional liquidation methods are among the problems.
Over the past few years however, a subtle shift has taken
Reverse Supply Chain-Risk
place in how organizations deal with their returned and
excess inventory: many are incorporating technology-
Assessment Survey Questionnaire
based, data-driven liquidation programs into their
overall business strategy. This includes customized B2B
I am a post graduate student at the National Institute of Technology (NIT) -
marketplaces that connect obsolete inventory directly
to business buyers, enabling companies to create
Rourkela, India, working on a research project on Design and analysis of reverse
incremental revenue totaling hundreds of millions of
logistics in supply chain systems under the supervision of Prof. Siba Sankar
dollars. Whether managed in-house or by a provider, Mahapatra from the department of Mechanical Engineering.
a data-driven B2B online auction marketplace, when
properly executed, can often increase recovery by 50% Your assistance is critical to understanding the extents of the Risks involved in
and sometimes much more. the reverse supply chain network and the measures carried out to mitigate those
risks by the companies you represent or by various companies that undertake
So how do you sustain a successful B2B liquidation
reverse logistics activities.
marketplace? Lets get back to the importance of data and
take look at how to build a formula for success through
bidder acquisition and retention, sustained competition,
The survey will take approximately 20-30 minutes of your time to complete. It is
auction lot configuration and customer service quality. possible to participate anonymously and answers will be treated confidentially.
Only me and my supervisor shall view any of the raw data and no company data
Finding the Right Bidders will be identified in our final thesis report. Should you have any questions, please
Having the right buyers is always the most important
call us at (+91)7750853518. If you wish to receive a copy of the survey results,
please indicate Yes in the questionnaire.
Industry Events
I sincerely appreciate your help in filling this questionnaire. Your prompt response
is critical to completing this research work.

Thank you again for your kind assistance.

Omosa B Michael Geoffrey


RLA@ T&LC Conference: Orlando RLA Conference & Expo : New Delhi Mechanical Engineering Department
March 23, 2015 July 1, 2015
NIT-Rourkela
RLA @ : ProMat 2015: Chicago RLA Conference & Expo : So Paulo
March 23, 2015 September 15, 2015
RLA@ Home Delivery World Atlanta RLA Conference & Expo: Paris
April 8, 2015 November 17, 2015 Survey Questionnaire
RLA @ Logistics & Supply Chain Expo: Mexico City RLA Conference & Expo : Atlanta
June 23, 2015 April 04, 2016
28 Reverse Logistics Magazine Edition 73 www.RLmagazine.com www.RLmagazine.com Edition 73 Reverse Logistics Magazine 29
RLA Conference & Expo: New Delhi
Pragati Maidan, New Delhi July 01-03, 2015

first step to maximize recovery. Its important to segment customer loyalty programs that reward repeat purchases
buyers by product category, condition code and ability to is one example. Marketing campaigns that target buyers
participate (financial ability, geographic location, etc.) based on their past bidding and buying history is another. If you are a Reverse Logistics professional dont miss this event!
in order to properly drive demand. Only by developing For more information and complete details, visit www.RLAShows.com. Attendees may register online for
Sustain Bidder Competition Workshops and the Conference and even book flights and hotel. Exhibitor space is available for purchase as well.
effective campaigns to target the right buyers at the right
More bidder competition (among the right buyers)
time, can a marketplace successfully scale.
means higher prices every time so continually investing RLAs APAC Committee and Reed Exhibitions Cold Chain Show 2014 unite to present three days of Cold Chain &
Generate Repeat Buyers in attracting new buyers through targeted demand Unsaleables/Reverse Logistics.
Repeat buyers create a foundation on which to build a generation programs is critical. Our data reveals a 300%
A wide range of leading regional and global Reverse Logistics companies are in attendance including unsaleables
successful marketplace. There are many operational increase in recovery rates as competition grows from management to transportation logistics.
elements that contribute to success here. Building under five bidders to more than 15 bidders.
Be sure to visit the Exhibition Hall where Manufacturers and Retailers will be looking for Third Party Service Providers
(3PSPs) that can manage Reverse Logistics in the APAC region, along with identifying solutions for Europe and the
RL Careers Americas. There will be many exhibitors showcasing their Reverse Logistics services and solutions. This is a rich
opportunity for OEMs and Branded companies to identify future service partners.
This is your place to post jobs* within the Reverse Logistics Industry.
If you are a job seeker or a hiring manager looking to staff positions within the
Reverse Logistics Industry, this is the place for you. Contact RLA Connections for
more information!
*RL Solutions Careers is a service available to Bronze Members and above.

RLA Members can reserve time blocks if youre interested RLA Conference & Expo : New Delhi 2015
Pragati Maidan | New Delhi India
in volunteering your time to educate attendees about the July 01 - 03, 2015

30 Reverse Logistics Magazine Edition 73 www.RLmagazine.com process of Reverse Logistics or contact Felecia@rla.org:
www.RLmagazine.com Edition 73 Reverse Logistics Magazine 31
Optimize Auction Lot This takes years of experience that create pattern generate better results across their businesses every
Configuration recognition. While there is an element of science to day; it is only fitting that they use it to improve results
How auction lots are assembled it, there is also a considerable amount of art. Y in the last mile of the reverse supply chain: liquidation.
is extremely important to
Offer Quality Customer Service Howard Rosenberg is co-founder and
maximizing recovery numbers.
A customized, private-label B2B liquidation CEO of B-Stock Solutions, the largest
What works best here is very
marketplace promotes a direct relationship between you network of private-label B2B liquidation
unique to every situation. There
and your buyers; and with that comes the responsibility marketplaces. Hundreds retailers
are thousands of potential
to provide them with a great buying experience. By including four of the top five U.S.
variables to be tweaked and
offering quality customer service that includes resolving retailers, have leveraged B-Stock Solutions technology
tested. What is required to
the inevitable disputes that will crop up amicably an and service offerings to sell billions of dollars worth
succeed are the skills needed to
quickly, youll reap benefits in the form of better prices. of consumer returned and excess inventory. For more
figure out what those optimal
information please visit http://bstocksolutions.com.
configurations look like. As the relevance and importance of incorporating
reverse logistics programs into overall business strategy *This article has been drafted by Howard Rosenberg
continues to mature, so should the way we determine exclusively for Reverse Logistics Magazine
what constitutes success in the world of liquidations.
The best run retailers and manufacturers use data to

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32 Reverse Logistics Magazine Edition 73 www.RLmagazine.com We want you to make an informed decision about the university thats right for you.Edition
www.RLmagazine.com 73 our graduation
For more about Reverserates, theLogistics Magazine
median debt of students who completed each program, and other important information, visit www.apus.edu/disclosure.
33
BACHELORS
2015
SUCCESS STORY

Helping Simon & Schuster, Inc. RLA Conference & Expo: So Paulo
Chart New Territory Expo Center Norte in So Paulo, Brazil, September 15-17, 2015
Article

in Reverse Logistics

Our Customer:
Simon & Schuster, Inc. is one of the largest English-language publishing houses,
responsible for more than two thousand titles annually under 35 different imprints.

The Challenge:
In 2002, Simon and Schuster (S&S) was actively seeking a partner to design and
implement a solution to effectively and efficiently handle all of their domestic book
returns. Prior to partnering with us, S&S Customer Financial Services utilized many
associates to handle the staggering task of tracking, completing, and issuing credits
for the return of 42 million whole books. Additionally, S&S was looking for a partner
to handle the intense programming surrounding credit recognition and issuance to
their clients. Their goals in partnering with a third-party logistics (3PL) provider to
handle returns were to gain the ability to utilize space in their own facilities to handle
new clients and to change their returns practices, enabling business rules to be fully
How Simon and Schuster utilized and tracked for compliance at the store level.
benefits from working with
Norbert Dentressangle: Our Solution:
Back in 2002, a fully implemented, process outstanding startup transition, and Norbert
Reduced overhead in their documented return center was uncharted Dentressangle began processing whole
claims department territory for the publishing world. In addition book returns during S&Ss busiest quarter.
to providing warehouse space and labor, we
Refined processes to ensure
ultimately needed to demonstrate a thorough Publishers are unique in that they require
credit is issued on actual understanding of S&Ss processes and provide no advanced notice or consistency of return
returns, not just claims a completely customized solution. This by their retailers. Our proprietary system
Added 540,000 square feet process took thoughtful development over provides S&S users the ability to cull data
to bring on additional six months of intensive summit meetings, for discrepancies with a single mouse click.
distribution clients analysis, and creation of the programming This ensures credit is being issued only for
required to meet a day-one operational merchandise that was actually returned,
Gained the ability to trend and requirement. What began as a drawing on a versus what their clients said they returned. We are pleased to announce the RLA Conference & Expo: So Paulo 2015! Companies from all over
record returns data previously sheet of a paper turned into the first-of-its- We have given S&S the ability to capture the world and especially South America & Central America along with many other international
unavailable to them kind, total return center. and record non-compliances from carriers delegates will be in attendance.
Improved distribution through to carton weights. By working with our own
The value of books returned to S&S is transportation group, we are able to track ODMs, OEMs, Branded Companies and Retailers will be looking for 3PSPs that can manage Reverse
the ability to push 30,000+ pallets Logistics in South & Central America.
dependent on whether or not they can be the shipments between the distribution
to Norbert Dentressangle for
re-sold. Upon intake, books are processed centers and the return center.
distribution to end customers
and classified as either keep (for resale)
or kill (destroy/ recycle), based on their Norbert Dentressangle handles all
condition. In order for our solution to be aspects of the returns operation from
truly effective, it had to be both efficient and scheduling inbound carriers to outbound
delicate when handling the books marked for shipment execution to the certified
retention. Our engineering group partnered destruction of all books unfit for resale.
with W&H Systems to craft a wireless We also provide S&S value-added services
conveyance and sortation system to handle such as book inspection, re-jacketing, and
the books with care. Staffing was ramped re-pricing, and oversee the recycling of all
1275 NW 128th Street Clive, Iowa 50325
up two months in advance with a crew that paper and cardboard resulting from the The RLA@ Events give Corporate members an opportunity
RLA Members can reserve time blocks if youre interested in RLA Conference & Expo : So Paulo 2015
contributed by 800.636.6171
Jim Bierfeldt
worked directly with S&S. This provided an destroyed books. to participate in an RLA Booth
volunteering your time to educate attendees about the process
FREE
Expo of| So
Center Norte charge.
Paulo Brazil
www.norbert-dentressangle.us
Logistics Marketing Advisors September 15 - 17, 2015

34 Reverse Logistics Magazine Edition 73 www.RLmagazine.com


of Reverse Logistics or contact Felecia@rla.org:
www.RLmagazine.com Edition 73 Reverse Logistics Magazine 35
RLA Conference & Expo: Atlanta
sQRrl Codes Released and Evolving Georgia World Congress Center, April 04-07, 2016
Article
by Kenneth Jacobsen, Co-chair of the RLA Standards

At the 2015 Reverse Logistics Exhibition and


Conference in Las Vegas in February, the RLA
like GoPro and Intel concurred that this was an attractive
feature.
Join the Reverse Logistics Association at Atlanta
Standards Committee released their list of
standardized label fields to be used on products toA deficiency in our schema was noted by many.
Our initial list of sixty fields did not include fields to
facilitate reverse logistics processing. Called sQRrl
codes for Standard QR codes for Reverse Logistics, expedite transportation. Customs and D.O.T. processes
these labels are designed to supplement bar codes are often slowed down over documentation. Much of
and UPC codes with additional information for this information could be placed onto a scan-able sQRrl
manufacturers, logistics professionals, recyclers, code label. We have always considered our project to
refurbishers and consumers. QR code technology be a dynamic process and expect that before long we
can communicate up to four thousand characters may have over 1000 fields defined in our protocol.
of information. Modern bar codes offer one-fourth Our standard is designed to be open to all suggestions
the capacity. Most products today have multiple bar and be technologically agnostic. It works because, as
codes. Why not combine them all into one scan-able a trade association, we can arbitrate field designation
label. What additional information would you want to and promote best-practices. Each manufacturer chooses
find? There is still room! which fields to implement and how many labels they
require. In this case, a sQRlr code label might be on
In his keynote address, Tom Maher, Vice President of the packaging and contain the appropriate information
Global Service and Parts discussed some applications for transportation logistics beyond that provided by the
for this label. He reported that Dell has a problem UPC codes.
with fraudulent returns. Counterfeit products are often
difficult to identify. Encrypted labels both on products We have added the following new fields to our schema:
and on subassemblies would help address this problem. We are open to suggestions for additional field labels.
Vejay Raisinghani, Vice President for Reverse Logistics For a complete listing of our protocol, visit http://rla.
at Google, commented that these labels will help with org/qr-code-listing.php. At the bottom of the list is a
documenting the repair and refurbishing cycle. Others form to suggest additional fields.
Seeking Great Speakers
Want to take the stage at RLA Conf & Expo: Atlanta 2016?
Well, we want to hear from you. Were looking for Reverse Logistics groundbreaking stories, case studies and
discoveries. Bring us your breakthrough innovations and best practice implementations. Tell us about significant
challenges youve overcome or how youve defined a best-in-class or innovative new way to operate in Reverse
Logistics. Please visit our Speakers page to see our qualifications, as well as the many nice benefits we offer to
our speakers. If you are interested in speaking or participating on a panel, and sharing your knowledge and
expertise in Reverse Logistics, please contact us.

Mr. Jacobsen is the Vice President of provided technology brokering services for HP, Toshiba,
Business Devellopement for Connexus: and Lockheed. He was part of the Pocket Intelligence
a silicon valley software startup Program at SRI, International and has been involved in
focused on warranty management. numerous startups. Most recently, he was a Director of
He was responsible for the creation of the Global Software Entrepreneurial Training Program
the InfraRed Data Association (IrDA) at Oulu University in Finland. RLA Members can reserve time blocks if youre interested in RLA Conference & Expo : Atlanta 2016
and for the establishment of the PCMCIA. He has
volunteering your time to educate attendees about the process of Georgia World Congress Center | Atlanta USA
April 04 - 07, 2016

36 Reverse Logistics Magazine Edition 73 www.RLmagazine.com


Reverse Logistics or contact Felecia@rla.org:
www.RLmagazine.com Edition 73 Reverse Logistics Magazine 37
RLA Membership Our Newest Members
Network with the Platinum Members

World of Reverse Logistics

With an RLA Membership You Can: Gold Members


Learn Best Practices Download Conference
Presentations
Make Valuable Connections
Search for new Vendors/Partners -
CONFIDENTIALLY
Silver Members
Find New Facilities
Find New Employees/Employers
Search Worldwide Directory of 3PSP, OEM/
ODM and Retailer Companies
Become Involved with Industry Committees
Receive vouchers to attend RLA Conferences &
Expos and Regional Seminars
Discounts on Exhibiting, Sponsorships, Research
and Advertising

Bronze Members

To Learn how to obtain these plus additional benefits


through membership call 1-801-331-8949 x40
or visit www.RLA.org
feature Article customer portal, Smart Receiving, disposition,
sorting, refurbishing, repairing, shipping and inventory
management. RLMSs are designed for manufacturers,
3PL Third Party Logistics companies and 3PSP Third
Party Reverse Logistics Service Providers. Many share

Returning Thoughts data or work with corporate ERP or accounting systems


to enhance the special needs and workflows of high
volume returns processing. Some are web based so that
Reverse Logistics Software Case Study all parties involved in managing the returns process
at a Third Party Service Provider can have instant knowledge with real time access and
visibility.
by Paul Rupnow

Vivitech Solutions is a Reverse Logistics Service the receipt to process a credit for the retailer. They will
Provider (also known as 3PSP or specialty 3PL). then stream each item to a special workflow to ensure
Vivitech helps consumer product manufacturers to they can assess and prepare the item to recapture the
process product returns from retailers with the main highest resale value. Their clients, the manufacturers,
goal of recapturing the highest value possible from also require visibility of the inventory at each step as the
the returned inventory. Each day Vivitech receives items get processed.
thousands of mixed individual return items from big
Vivitech uses Reverse Logistics Management Software
retailers. These returned items are typically open box
(an RLMS) to manage all of their returns processing.
goods in a variety of conditions that consumers have
An RLMS is a special niche software application for
returned to the retail store, but could not be put back onto
best practices Returns processing. An RLMS typically
the store shelves. Vivitech must process each item to
provides modules for in depth handling for the key
ensure its manufacturing clients have detailed data about
areas of returns management such as: RMAs, an RMA

40 Reverse Logistics Magazine Edition 73 www.RLmagazine.com www.RLmagazine.com Edition 73 Reverse Logistics Magazine 41
Often, consumer product returns get bulked together by
ADVERTISER INDEX
the retailer and sold as a batch either by the retailer or APU StudyatAPU.com/rl 33
by the manufacturer at a low bulk price. This is often Promat http://www.rltshows.com/pmt15.php 3
thought to be the easiest method to disposition returned Reverse Supply Chain-Risk
items. However, with many higher value consumer Assessment Survey Questionnaire http://rla.org/surveys-reverse-supply-chain-risk-assessment.php 29
products there is a much higher profit opportunity. RL Solutions http://www.rlquote.com 21
Vivitech uses the RLMS to enable them to separate the RLA Atlanta Conference & Expo http://rltshows.com/na.php 35
bulk returns and stream each item down its highest value RLA Device Ad http://www.rla.org 13
path, without much additional effort or cost. Depending
RL Green to Gold http://www.rlquote.com 17
on the condition and the data collected at the time of
RLA Home Delivery World http://www.terrapinn.com/conference/home-delivery-world 25
receipt or as the unit is tested or processed, the Vivitech
RLA Logistics & Supply Chain Expo http://rltshows.com/lsc15.php 27
business team can set up rules and workflows for each
RLA Membership http://www.rla.org/memberships.php 38
item, without the need for a programmer. These rules
RLA New Delhi http://rltshows.com/asia.php 31
help guide the team to the best next step, so that some
RLA Paris http://www.rltshows.com/paris.php 44
items will be sorted for repackaging, while others
will be repaired, and others that may be a lower value
RLA - Product Life Cycle http://www.rla.org 32
or beyond economic repair can be just sold as is.
RLA So Paulo http://rltshows.com/brazil.php 35
The net effect of these custom tailored workflows is RLA - Terminology http://www.rla.org/reverse-logistics.php 41
a much higher selling value and profit for our clients RLA Workshops http://www.rlashows.org 43
says Richard Chemel, VP of Business Development at T&LC http://www.rltshows.com/tlc15.php 2
Vivitech. In addition, by processing the returned items, What is RLA? http://www.rla.org 19
we are adding value to them and managing the optimal

There is great content available in


secondary market resale channels rather than liquidating
them. As a result, our clients are also able to control their
brand, since they can better control where and how the RLA workshops this year.
products are sold into the secondary retail market.
Youre in town for the RLA Conference & Expo, why not take
With the data we collect as the units get processed in advantage of your Monday and learn more about RL in an interactive
the RLMS and with the real time reports and visibility, classroom setting.
we can work together with our clients to continually
evaluate the workflows for each product, to improve Beginning at 9:00AM on the day prior to the conference, a
recovery and to reduce touches and costs. Our RLMS is registration fee of $999.99 allows you to attend any three workshops.
an essential tool for the success of our Reverse Logistics
operations. Some Past Workshops
Successful Outsourcing - RFQs, Contracts and SOW presented by Gailen Vick, RLA
Customer Experience by Kok Huan Tan, Senior Service Program Manager, DELL
Leverage RL to Drive Sustainability & Reduce Expenses by Jesse LaRose, ESE Solutions

www.ReverseLogisticsProfessional.com

Paul Rupnow - Director, Reverse Logistics Systems, Andlor


Logistics Systems Inc.

Editor - Reverse Logistics Professional Report Business


Insights and Strategies for Managing Product Returns

42 Reverse Logistics Magazine Edition 73 www.RLmagazine.com www.RLmagazine.com Register now www.RLAshows.org


Edition 73 Reverse Logistics Magazine 43
RLA CONference & EXPOS: PARIS 2015
PARIS PORTE DE VERSAILLES PAVILION 7.2
Tuesday, November 17, 2015 - Wednesday, November 18, 2015
Over 400 RL Professionals and 200 Companies will be in Attendance

The Reverse Logistics Association Conference & Expo kicks off on Tuesday and continues through Thursday
with workshops, committee meetings, several sessions presented by RL professionals, leading academics
and interactive panel discussions. Be sure to visit the Exhibition Hall where OEMs, ODMs and Retailers will
be looking for Third Party Service Providers that can manage Reverse Logistics in Europe and around the
world. This is a rich opportunity for OEMs, ODMs, Retailers, and Branded companies to identify future service
partners among the many exhibitors showcasing their Reverse Logistics solutions.

RLA Workshops: Tuesday, November 17, 2015

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