Coen Jeukens, Managing Partner Serve2XL – The Service Excellence Company

Speaker - Reverse Logistics Conference & Expo - Amsterdam 2010

Coen Jeukens is Managing Partner of Serve2XL – The Service Excellence Company. Coen focuses on Service Management and is a strong advocate of the Chief Service Officer. He is specialised in service strategy, service marketing, service portfolio development and customer service interaction.

Coen started his career in service logistics operations at IBM. He was responsible for the transitioning from a country led business to a regional business. He has remodelled the business processes and outsourced the logistics and repair activities.

In 2000 Coen made a move to management consulting to facilitate service organisations in transitioning their service business. He has consulted and implemented state of the art solutions at more than 50 companies like ABB, Agfa Gevaert, Airbus, ASML, Dell, Merlin Guerin, Nortel, Cisco, Nortel, Philips Consumer Electronics and Toshiba Medical Systems.

Coen Jeukens frequently publishes service related articles in magazines and websites. He is guest lecturer at the VU University Amsterdam and Technical University Eindhoven.

Workshop Amsterdam 2010: How to Involve the Retail Channel in Your Reverse Logsitics Strategy

For years now management of returns has proven to be a persistent business issue associated with cost. The drive to reduce reverse cost traditionally is focussed on making the returns process more efficient inside the reverse logistics domain. This workshop will focus on the avoidance of returns via means of involvement of the retailer in the reverse process.

Based on trends in returned products we see an increase in number of returns. On the one hand the percentage of truly (hardware) defects will decrease due to an increasing technical product quality. On the other hand we see a staggering increase in the number of functional defects caused by knowledge, software and interference problems resulting in the user not being able to use its product as promised by sales. These returns are commonly known as No Fault Fault (NFF).

In this workshop we will provide you with the tools to involve your retailer in the reduction of NFF.

• Why do you have returns?
• What can a retailer do to influence the volumes of returns?
• How to entice and facilitate a retailer to participate in your reverse logistics strategy?