Conference Presentations - Las Vegas 2015

Feb 11 11:00 - Estimating The Value Of A Money-Back Guarantee Policy In The Online Retail Context

While Money-Back-Guarantee (MBG) return policies are common in practice, the academic literature provides little guidance on the value, if any, that consumers assign to such a policy. For online retailers, both shipping charges and seller reputation may influence the perceived value of MBGs. A non-refundable forward shipping charge is likely to be perceived by consumers as an implicit restocking fee and hence, decreases the value of an MBG policy. On the other hand, good customer feedback may signal that MBGs will be handled easily, thus increasing their value in the eyes of consumers. To investigate the value of MBGs in the online context, we collect the final selling prices of identical consumer electronics products offered by different vendors (with different return policies) on eBay auctions. We estimate that offering an MBG policy for online consumer electronics increases a customer's valuation of a product by an average of 5.2%, which
is significantly influenced by both seller reputation and shipping charges. Our results provide an empirical measure of the value of an MBG that can be weighed against the cost implications of providing such a policy.

Mark Ferguson, Professor of Management Science, University of South Carolina

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Feb 11 11:00 - Modern supply chains are expanding today to include numerous new elements of value for the customer

This case study will address a major transformation that took place at SUN Microsystems following the acquisition
by Oracle in 2009, and how a traditional supply chain was modernized to create a high performance value network including the reverse logistics, flow of highly valuable
information and the needs of partners. Benefits achieved from this transformation were over $100Million. This is a story worth hearing, sharing and considering for your
organization.

Stephen Slade, Senior Director, Industries Marketing, Oracle

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Feb 11 13:00 - CASE STUDY: Operational Improvements of the Computer Refurbishing Process

CASE STUDY: Operational Improvements of the Computer Refurbishing Process

William Romano, Field Application Engineer, SoftThinks

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Feb 11 13:00 - Implementation of Reverse Logistics in Brazil (Paraná State, Sinqfar), its current status and perspective for 2015/2016

Implementation of Reverse Logistics in Brazil is peculiar and was imposed by Law 12.305/2010. However, the Brazilian States have not yet applied this Act, but the situation is different in the State of Paraná. The Public Notice of Calling N. 001/2012 established implementation in the States within 90 days since its publication. The Union of Chemical and Pharmaceutical Industries of Paraná State (Sinqfar) is providing important service to organize and promote the implementation of this Act. The way the process is being done, what stage has already been completed, and the goals for 2015 in Paraná will be shown at the scheduled lecture.

Marcelo Melek, President, Sinqfar

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Feb 11 14:30 - ENVIRONMENTAL IMPROVEMENT OF FREE VISIT & PICK-UP SERVICE FOR DISPOSING LARGE SIZE CONSUMER ELECTRONICS IN SOUTH KOREA

Under the current law, consumers must pay a disposal fee for disposing end-of-life consumer electronics in South Korea. However, many people have complained about several dissatisfied procedures additional burden regarding the disposal of large size consumer electronics. First of all, consumers must personally visit local government office in order to pay the disposal fee as well as attach specific stickers on potential end-of-life consumer products when disposing them outside at assigned collection areas. Secondly, large and heavy consumer electronics, such as a refrigerator and/or television, must be delivered to collection areas by consumers.
There have been cases of vandalism and theft. Valuable electronic parts that need extra environment friendly treatment are being stolen after consumer electronics are disposed and before authorized collectors arrive to pick them up from collection areas. In order to improve the problems above, the Korean government introduced the ‘Free Visit & Pick-up’ (FVP) service to six cities within the Seoul Metropolitan Government starting from June of 2012. Currently, the FVP service is ready to be adopted throughout most cities in South Korea.
This study analyses the environmental effect after the introduction of FVP service by comparing with previous disposal scenarios in collection areas with actual field data.

Hyunsoo Kim, Professor, Kyonggi University

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Feb 11 14:30 - Journey to Customer Excellence in Reverse Logistics

How Intel’s Reverse Logistics Strategy Took Customer Excellence to the Next Level

Kenneth McDaniel, RMA Program Manager, Intel

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Feb 11 14:30 - Lenovo, changing its culture and transforming it operations through Bold Work Out

Lenovo computers is transforming its culture by implementing Bold Work Out throughout its organizations with demonstrated measurable and sustainable results of greater than 80% in process efficiencies and organizations that think “as one”. The Lenovo team will be sharing their expertise of the world-wide implementation from manufacturing to sales, results, successes, cultural implications, leadership growth and engagement of the employees.

Mario Bofill, Western Operations, Lean Six Sigma Black Belt and , Lenovo

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Feb 11 16:00 - CASE STUDY: The Compelling Case for Recovering Used Components

Increasingly the IT industry Manufacturing, Engineering and Supply Chain Executives are challenging their traditional corporate policies in regard to the reuse of used components in new system manufacture.
It is the substantial (80%+) hard cash savings achieved by fulfilling manufacturing supply chain or spares inventory demand from used parts recovered from returned systems, that is driving the broader adoption of this corporate discipline. The potential cost savings are just too large to ignore, particularly as IT hardware margins are under increasing pressure.
A major obstacle to adoption is the confusion between refurbishing old systems and understanding the ‘Recovery for Reuse’ processing of components for reuse in ‘Newly Manufactured’ systems. From an OEM’s ‘sales contract perspective any reused parts used in a ‘Newly Manufactured’ system; must have been precisely dismantled from returned systems in an ESD manufacturing facility. The ‘required’ parts are then subjected to a rigorous inspection, upgrade and quality testing process making them indistinguishable from new equivalents. ‘Recovery for Reuse’ programs should be implemented under the guidance of the OEM’s Engineering teams and subjected to their stringent quality controls.
Recovery for Reuse programs also supports the OEM’s corporate social responsibility of developing highly sustainable products and collection capabilities to ensure compliance with increasingly demanding reporting under punitive global E-waste legislation. Strong corporate synergies are enabled through the combination of large economic savings and the reusing of electronic component for its originally intended purpose, being rated as achieving the highest possible sustainability standards for any electronics manufacturer.
In summary; the legally enforced OEM’s brand holder responsibilities for the collection and environmental recycling of end of life product has to be transformed from being considered a corporate cost burden into a substantial profit contributing discipline. This can only be achieved by implementing an efficient ‘Recovery for Reuse’ Returns program. In many IT OEM cases; this ‘Reuse’ shift will require a full corporate executive level rethink.
Additional considerations for conducting such a strategic rethink should include all other corporate wide business benefits that could potentially be achieved from such a program, these often include:
× Increased control in restricting the OEMs products being available to the ‘gray’ market.
× Higher sales revenues by enabling easy & early replacement upgrades of installed systems.
× Improved market share gained by even targeting the swapping-out of competitor products

Mike Higgins, Chief Sales & Marketing Officer, Wisetek Solutions Limited

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Feb 11 16:00 - Consumer's Responsibility & Participation on Reverse Logistics in Brazil

The presentation will demonstrate how the Brazilian new National Policy on Solid Waste, created by Law No. 12.305, of August 2, 2010, intended to built a fare legal system, aiming at sustainability and the maintenance of an ecologically balanced environment, as recommended by the Republic Constitution. The key point observed is the shared responsibility by all involved in the production and consumption chain, specially the final consumers.

Lais Bergstein, Professor Civil Law, Faculdades da Indústria

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Feb 12 10:30 - Selling Reverse Logistics Goods Online: Case Study of itembazaar.com Methods

Alex Tenenbaum, CEO of itembazaar.com Inc discusses his years of being part of the Reverse Logistics Industry and how he grew itembazaar from one man operation to a growing company of 20 team members and $5 million in sales. This presentation will go over growth strategy, unique sales methods, and handling bulk electronics sales.

Alex Tenenbaum, CEO, Itembazaar.com Inc

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Feb 12 10:30 - Sustainability and Reverse Logistics in Undergraduate Education

This session is designed as an interactive workshop where participants work with Professor Hyatt to design an “ideal” sustainability and reverse logistics curriculum for undergraduate students. While many logistics courses in business schools emphasize forward flows, we need to better account for the increased importance of reverse flows for both operational and sustainability reasons. This professor would like to collaboratively design an honors seminar that includes an industry project. Some existing pedagogical frameworks for sustainability education will be presented. This is your chance to influence millennials entering the workforce and have some fun doing it!

David Hyatt, Professor, University of Arkansas

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