REVERSE LOGISTICS PAVILION COMES OF AGE
Serving the Automotive, Health Sciences, Retail, and High Tech Industries Re ve rs e Co Log me ist s o ics f A Pa ge vil ion official magazine of the Edition 65 Conferência e Exposição sobre Logística Reversa no Brasil Conferencia y Exposición de Logística Inversa en São Paulo Brasil Reverse Logistics Conference & Expo in São Paulo Brazil à Patrocinado pela “Reverse Logistics Association” 16-18 de Septiembre • Participação de profissionais de todo o mundo inclusive da América do Sul e Central • Principais OEMs e Varejistas estão procurando por empresas terceirizadas para prover serviços de gerenciamento e administração do processo de Logística Reversa nesta região. Patrocinado por la Asociación de Logística Inversa Sponsored by the Reverse Logistics Association De 16 a 18 de Setembro Programe-se agora mesmo para aprender com os especialistas em Logística Reversa e aproveite para fazer um network com outros profissionais do ramo • Profesionales mundialmente participan en este evento • Principales fabricantes y minoristas están en busca de companias de servicios que pueden gestionar su inversa logística en sus regiones • Disfrute de la temporada de otoño en el sol brasileño! September 16-18 • Professionals worldwide will attend this event. • Major OEMs & Retailers are looking for Third Party Service Providers that can manage their Reverse Logistics in this region. • Enjoy the fall season in the Brazilian sun! Plan now to learn from the experts in Reverse Logistics and network with other RL professionals. Planear ahora para aprender de los expertos de Logística Inversa y hacer contactos con otros profesionales Venue: Expo Center Norte with 120 exhibitors and 30,000 attendees Para maiores informações, visite: www.rltshows.com/ brazil.php Marque su calendario ahora MARK YOUR CALENDAR NOW www.RLAshows.org www.RLAshows.org www.RLAshows.org Special Reverse Logistics Pavilion RESTROOMS RESTROOMS GKO D303 INOBAGD301 C203 C205 C207 C209 D203 D207 D209 D300 A209 A201 B209 B201 B191 B181 RLA Pavillion B171 B161 B151a A141 A140 A131a A133 A134 A130 A120 A110 A135 A131 A121 A111 A100 A101 A121 A101 A61 A35 A41 MANITOU A50 A11 C160 C160a C161a C161 C150 C150a C151a C151 LONGA C150 FORT MODUL PALET E191 D190 AGRA D200 D180 B30 G191 G190 F170 G171 G170 F150 RENTANK O140 F140 H141 G141 TOYOTA D11 B10 J150 TOLEDO DO NOVEX BRASIL H140 I141 PAVILHÃO ABRALOG I140 IRON A131 SET CESP J130 TRILOGIC SPALLO COMPLEX J119 TECNOLOGIA EMBALATEC G80 NAUTIKASASCAR LINTEC HOIST- JIB G11 F10 SCAN BRASIL RICKLOG J41 I80 CORD SUPER FLEX STRAP J51 I40 B200 G10 J50 J40 J34 J80 VISO J20 CGP J14 VERSUS J10 SAUR BERTOLINI RTI J120 GENOA O141 H30 G40 F40 MZA I51 H80 REVERSE LOGISTICS PAVILION EDITORA GLOBO POLLUX J101 I100 I101 H100 AUXTER INTERMEC E10D10 F11 D10 I150 G100 SCHEFFER E40 I170 I151 H150 PAVILHÃO AMERICANO E2 N80 F100 PALETRANS H171 CHEP IMPULPAR E80 RETRAK GCCA H170 ATCO EVERGREEN H151 G150 MAXTER ALMI C41 I191 GCCA PISANI LONKING METALSHOP TEDESCO C31 GTP B50 BAOLI F190 MKS G140 ULMA D100 C100 MTO KM MARCAMP E200 B151 RLA Conference & Expo: São Paulo 2014 Exhibitor Floorplan I301 H300 H201 G301 G300 F301 F300 E170 F171 BONA UNIMAQ F151 P80 O SCHIOPPA STOR PACK SCHIOPPA PAVILHÃO FLORIDA A30 C171 C170 B140 B40 PLATAFORT B141 EMBALAPLAST C190 D191 ISMA MATRA A31 A21 A15 B190 B190a B191a B191 B180 B180a B181a B181 E301 E300 I10 I2 CAFE RESTROOMS B2 TOTVS D03 TOPICO D2 N100 F6 F2 P120 G8 G2 K30 K10 L10 K70 K60 L40 K80 K90 K100 LIBRELATO RENAULT L20 Emergency Exit K50 RESTROOMS RESTROOMS RESTROOMS S180 K20 RLA Pavillion N101 L60 L90 L100 Test Drive L120 M10 VIC M40 M20 N20 4 Reverse Logistics Magazine • Edition 65 N30 www.RLmagazine.com M50 FACCHINI M60 THERMO-FLEX N60 N50 M70 N76 www.RLmagazine.com N84 M120 M150 M130 N90 Edition 65 • Reverse Logistics Magazine 5 RLA Conference & Expo: São Paulo 2014 Exhibitor/Sponsor List AGRA EMBALAPLAST Booth D191 Booth J80 JLW PALETRANS ALMI EMBALATEC JOSÉ BRAULIO PICK TO LIGHT SYSTEMS Booth D2 Booth I101 AMARRAFORTE EMPLACA KEEPERS PICKLOG Startrade / JLog ASTRA EVERGREEN KM CARREGADORES Booth H150 Booth F140 ATCO EYEFRIEGHT Booth J40 Booth G40 LINTEC PLATAFORT AUXTER FACCHINI LOGIN EMPILHADEIRAS POWERLIFT BASTIAN FACE PRINT Booth I301 Booth C150 LONGA PROTECHOQUE-WTM BERTOLINI FCM OUTSOURCING LONKING EMPILHADEIRA Booth G2 Booth G141 RENAULT TEDESCO Booth L40 Booth C31 FLEXMOTO MARCAMP RENTANK THERMO-FLEX RETRAK TOLEDO DO BRASIL Booth D200 Booth C41 Booth G80 Booth D300 Booth F2 Booth H150 Booth H151 Booth G150 Booth E40 Booth M60 Booth A61 Booth G10 BONA Booth P80 BTR SÃO PAULO Booth J34 BONA Booth S180 FORT PALET BTR SÃO PAULO CALJAN RITE-HITE Booth J50 Booth G301 Booth F301 MAXTER Booth F150 Booth O141 Booth E300 Booth A201 CHEP GKO INFORMãTICA ROTOPLAST Booth N80 Booth D303 METAL FORCE CIVEX GRENZEBACH METALMAIS Booth H300 Booth E10 CODIFLEX GTP gtp Booth B50 Booth B151 COMBILIFT HOIST - JIB Booth B200 Booth H30 IMSULPAR COMPEX TECNOLOGIA Booth I100 Booth E2 CORDSTRAP INOBAG ISMA Booth B200 Reverse Logistics Magazine • Edition 65 Booth N50 Booth H140 TOPICO Topico metal force Booth D03 TOTVS totvs REVISTA P&S / REVISTA PACK Booth B2 TRILOGIQ Booth H100 Booth I151 ULMA Booth F151 Booth J10 Booth I51 Booth E191 VIC SAUR MOVVERA Booth M50 Booth I10 Booth A41 SCAN BRASIL MZA Booth I80 unimaq VERSUS SASCAR MODUL VISO Booth J20 XINGJIE MACHINERY Booth C151a SCHEFFER Booth F40 Booth H80 SCHIOPPA NKD Booth B30 Booth A131 NOVEX SCHWANKE Booth I141 www.RLmagazine.com UNIMAQ Booth N101 Booth H141 IRON BRASIL Booth A50 and B140 Booth N100 RUNTEC NAUTIKA EHRHARDT + PARTNER SOLUTIONS SYTHEX Protechoque MKS INOVATECH Booth G300 Booth B201 Booth G11 CST LATINOAMERICA Booth B200 SUPRIMEC powerlift Booth F300 Booth F10 EDITORA TRÊS Booth I40 Booth D100 Booth D301 Booth P120 SUPERFLEX RTI Booth J51 Booth B200 Booth D180 REVISTA GESTÃO E NEGÓCIOS REVISTA P&S / REVISTA PACK Booth J150 STOROPACK Pisani Booth D11 MCP GENOA Booth E301 Booth O140 Booth B209 Booth J14 6 Booth A11 Booth E80 CGP COATING INNOVATION SPALLO Booth B141 MATRA FRIOZEM Booth I191 PISANI Booth C100 Booth B40 Booth C161 Booth J41 Booth F6 Booth D190 SHANGHAI XINFAN Booth D10 Booth H201 www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 7 RL Magazine is available on these E-Readers: Issue 8 Volume 7 Cover Article Articles Reverse Logistics of Dangerous Chemical Waste in São Paulo Hospitals by Orlando Cattini Junior and Vital de Oliveira Ribeiro Filho Page 18 Page 24 Page 16 Reverse Logistics Pavilions – a Solution Worth Seeing Inventory Optimization Strategies Q&A with Omur Bagci, Director Global Services at ReSolve, a subsidiary of Arrow Electronics Page 34 Page 38 Logistics As a leader in the reverse supply chain industry, Omur Bagci is an expert on risk mitigation and helps manufacturers… The Reverse Logistics Group Grupo Pao de Acucar Professional are coming by Felipe Ortiz to your neighborhood soon! For years one of the Page 42 Page 44 challenges that Reverse Logistics Association The Reverse Logistics Group Grupo Pao de Acucar is consolidating more and more regarding the proper disposal of products and wastes… has faced was how we 8 Questions You Should Ask About Support before Buying Field Service Management Software get our subject matter to by Leah Merrill the masses while staying Page 52 within our budget. If you are a field service business, you know how crucial good customer service is to your company. Feature Articles Returning Thoughts by Paul Rupnow How to do a Quick Review of your Reverse Logistics Software Systems Page 56 Reverse Logistics Talk Page 60 8 by Jennifer Bilodeau Project evaluators that need to contemplate governmental influences as they consider project assets, capabilities, and constraints and how it factors into a reverse logistics program. Reverse Logistics Magazine Working to Your Strengths page 20 • Edition 65 www.RLmagazine.com RLA Conf & Expo: Las Vegas Program pg 23 Supplementing the Reverse Supply Chain One Board at a Time page 40 Leading Dell’s Global Reverse Logistics Team, Doug Schmitt & Tom Maher, Transformation - pg 12 Edition 47 Non-qualified rates are as follows: One Year Subscriptions: Global: $5.00 Kindle To unsubscribe email: [email protected] Publisher – Gailen Vick Editor – Felecia Przybyla News Media – Alex Spasic Technical Director – Matt Gwilliam Director of Education – Doug Pratt Article Translator/Account Manager – Denise Suyama Public Relations – Krislyn Emely Gundaya Magazine Production & Graphic Artist – Benjamin Trokey Board of Advisors Dr. Mark Ferguson – University of South Carolina James H. Hunt IV – GENCO Charles Johnston – Home Depot Troy Kubat - Walmart Thomas Maher - Dell David Moloney, Google Ian Rusher - Cisco Systems Ian Towell – Tesco Susan Wackerman – Hewlett-Packard Company For more information on the Board of Advisors, go to RLA.org Editorial and Circulation Office 441 W. Main Suite D Lehi, UT 84043-2024 Phone: 801-331-8949 Fax: 801-206-0090 [email protected] www.RLmagazine.com BPA Worldwide Membership May 2010. Printed in the U.S.A. ISSUE 8 VOLUME REVERSE LOGISTICS MAGAZINE (ISSN 19343698) is published monthly for $5.00/per year by Reverse Logistics Association. iTunes In-App Purchase: $4.99 Amazon Kindle Monthly Subscription $1.49 Edition 65 published July 2014. The information presented in this publication has been provided by corporations and is believed to be accurate; the publisher cannot assure its completeness or accuracy. www.RLmagazine.com Android iPhone iPad Nook RL Magazine will publish 12 issues annually — 12 new digital editions! Reverse Logistics Magazine welcomes articles and abstracts. Please send to: [email protected] by Omur Bagci By Gailen Vick Reverse In this article we relate how some hospitals, in São Paulo city, handle the dangerous chemical waste generated by their diagnostics process. Go to RLmagazine. com. Individual subscriptions are available without charge to qualified individuals. Articles Reverse Logistics in E-Commerce: A Framework to Set up A Program for your Online Store, Part 2 of 2 Page 48 by Adam Robinson This article concludes the two part series on setting up an e-commerce reverse logistics framework strategy so that when, as a manufacturer or distributor, you are going about perfecting or just setting up your products to sell Video What is the Reverse Logistics Association? by Reverse Logistics Association Page 47 Features Message from the Editor 10 Read the Press 27 Focus Committees Industry Events 46 Message from the Publisher 12 Returning Thoughts 56 Advisory Board 13 Industry Jobs 59 Industry Committees 14 Reverse Logistic Talk 60 Regional Chapters 19 Advertiser Index 63 11 Edition 65 • Reverse Logistics Magazine 9 Message from the Editor A year ago I moved across country to Cleveland, Ohio. We had to find a new internet/cable/phone service to use, so we selected one and had to have it installed into the temporary rental we moved into. When the technician arrived, we were made aware that our home was not properly set up for their services, and he would have to add a cable from the outside that comes into the inside, as well as add a back-up power supply for the phone, to be used when we might lose power. All was taken care of, and for the past year, we used the services with no issues. A year later, just a few weeks ago, we moved to a new home, and of course had to have all of our services moved as well. We called the service provider, and scheduled a time for a technician to come out and re-install into our new home. At this time, we were told to be sure to disconnect all hardware, and bring it to the new home. We did this, and were ready with the technician arrived. After a few bumps in the road with scheduling and miscommunication within the service company, we finally got a technician arrive and told us we didn’t have to bring the back-up power supply to our new home, because it wasn’t needed. We moved forward with the installation and a few hours later were connected to the world. The technician left our home, and we realized we still had this 10lb backup power supply sitting in our tv room. My husband grabbed the unit, and ran out to the technician’s van. He told us that he didn’t need the unit, and that we could keep it. Of course, we didn’t want the 10lb battery unit, and have no use for it, so insisted that he take it, but he told us that he doesn’t take it back, that we can keep it, and if we don’t want it to just discard it ourselves. Of course, my Reverse Logistics brain set off, and I was very confused as to why this service provider was not re-using the unit, or refurbishing the unit for other use, or discarding it themselves if they no longer needed it. Since this group has been a member of RLA, I contacted the Director of Reverse Logistics about the issue – and inquired about the unit, relaying the story. Fortunately, I got the response I was hoping for: “We had been collecting those BBU’s and recycling them at our Fort Worth facility for reuse so I’m not sure why the technician gave you that direction. Please work directly with [Name removed] and [Name removed] copied on this mail.” I was so happy to see this response, to see that this Service Provider has taken the proper steps and already taken this unit into consideration within Reverse Logistics. It seems there was a lack of communication or error on the side of the technician, which will get worked out. However, in whatever business you are in, we always want to remember that Customer Service is a part of Reverse Logistics – and each Reverse Logistics department needs to take into consideration what our customers are doing with our “unneeded” parts, and consider making it our responsibility as well. OUR MISSION Thank you, Felecia Przybyla [email protected] 10 O to be a catalyst for innovation in developing and implementing new RL processes. We have been and will continue to provide our services to the industry at a moderate price. ur mission is to educate and inform Reverse Logistics professionals around the world. RLA focuses on the reverse logistics processes across all industries. No matter the industry — High Tech, Consumer Electronics, Automotive, Medical/Pharmaceutical, Food and Beverage, Apparel, or other — our goal is to provide RL process knowledge to all industries. We want to educate everyone about the Reverse Logistics processes that are common to all industries and Reverse Logistics Magazine M anaging the latest information in services such as repair, customer service, parts management, end-of-life manufacturing, service logistics, field service, returns processing and order fulfillment (just to name a few) can be a little intimidating, to say the least. Yet that is exactly • Edition 65 what the Reverse Logistics Association provides through our membership services. We serve manufacturers and retailers in a variety of settings while offering ongoing updates on market trends, research, mergers and acquisitions and potential outsourcing opportunities to 3PSPs. We have gained the attention of 3PLs like FedEx, DHL, USPS and UPS. 3PSPs like Teleplan, Foxconn, Flextronics, Canon, Sony and Jabil, along with smalland medium-sized service providers have found that RLA resources help advertise their services to a regional and global audience. OEMs like Microsoft, HP, RIM, and Sony, along with Retailers like WalMart, Canadian Tire, Tesco and Best Buy all participate at our events. Through RLA Events, RLA Connect services and our publications – RL Magazine and the Weekly News Clippings email – we help OEMs, ODMs, Branded and Retail companies find service partners and solutions providers that were previously unknown to them. www.RLmagazine.com Reverse Logistics Association Focus Committees FOCUS COMMITTEES CORPORATE SOCIAL RESPONSIBILITY • Jennifer Bilodeau, Reverse Logistics Talk EXTENDED WARRANTIES • Charles Chappell, Genco • Andrew Cowan, The InFocus Group • Mohan Kumar D, Hewlett-Packard • Edwin Heslinga, Microsoft RL CERTIFICATION Chairperson: Tony Sciarrotta, Reverse It Sales & Consulting Co-Chairperson: David Giese, Dell, Inc. Coordinator: YE ZHAO, East Carolina University • Jennifer Bilodeau, Reverse Logistics Talk • Haozhe Chen, East Carolina University • Kelly Davies, Flextronics • Jack Debutts, Spinnaker Management Group • Mark Ferguson, University of South Carolina • Elaine Gasser, Hewlett-Packard • David Giese, Dell, Inc. • Jason Maciver, Dell, Inc. • Mark Mcdonald, MarkQ Consulting • David Patton, American Public University • Tony Sciarrotta, Reverse It Sales & Consulting • Ye Zhao, East Carolina University SOFTWARE SOLUTIONS Chairperson: Leonard Schneeman, DEX Co-Chairperson: Paul Rupnow, Andlor Logistics Systems Inc • Cynthia Cheak, Dell, Inc. • Haozhe Chen, East Carolina University • Randal Dewey, Pervacio • Matt Domachowski, GENCO ATC • Roger Levi, Intel • Ray Miller, CSDP www.RLmagazine.com • • • • Peter Philippens, Ideatics BV John Rinehart, Intel Paul Rupnow, Andlor Logistics Systems Inc Sheryl Skifstad, Motorola SPARE PARTS MANAGEMENT • Mohan Kumar D, Hewlett-Packard • Dan Gardner, GENCO • Sergio Garza, Eesource Corporation • Patrick Joseph, Encompass • Marko Niinisto, Philips • Jim Scarff, Encompass • Derek Scott, Canon • Jose Luis Villalvazo, Hewlett-Packard • John Weatherup, Hewlett-Packard STANDARDS Chairperson: Ron Lembke, University of Nevada Co-Chairperson: Paul Rupnow, Andlor Logistics Systems Inc Co-Chairperson: Ken Jacobsen, Connexus • Ken Jacobsen, Connexus • Ron Lembke, University of Nevada • Tommy Rector, American Public University • Paul Rupnow, Andlor Logistics Systems Inc SUSTAINABILITY AND ENVIRONMENTAL MANAGEMENT Chairperson: Maria Molina, DCM • Jennifer Bilodeau, Reverse Logistics Talk • Jose Garcia, Motorola • Cintia Gates, Dell, Inc. • Raymond Glynn, Arrow Value Recovery • Maria Molina, PlanITROI • Renee St. Denis, Hewlett Packard • Kenneth Turner, Hewlett-Packard Edition 65 • Reverse Logistics Magazine 11 Reverse Logistics association Reverse Logistics association Message from the Publisher Not for Profit Take a look at our next event in Sao Paulo, Brazil. There will be over one hundred and twenty exhibitors and 30,000 attendees at our combined event with the other logistics, warehousing and supply chain organizations. Make sure you visit the Reverse Logistics Pavilion in the center of the exhibit area and made sure your register for the conference sessions. In my announcement this February at our flagship event in Las Vegas, I told the audience that I would be retiring in 2016. Well there is so much to do before then. Here are just a few of the tasks that must be completed in the next year and a half. • Moving RLA to a “Not for Profit” status, more specifically a 501 (c)(6) filing with the Internal Revenue System. In Process • Creating the Organization Done • Organizing DocumentsDone • BylawsDone • Employer Identification NumberDone When I started RLA in 2002, I never realized the size and scope that it would become. I’m always amazed to see so many titles with Reverse Logistics as part of the title, and in so many industries! This edition of RL Magazine is full of helpful stories in both English and Portuguese. We hope that you will focus on this important market in Brazil. Come prepared to use this platform in Sao Paulo, Brazil where you’ll rub shoulders with both Reverse and Forward Logistics professionals across so many industries. Just take a look at the exhibitor list so for. Best Regards, Gailen Vick, Founder & Publisher www.RLA.org Reverse Logistics Magazine • Edition 65 and assist the Reverse Logistics Association management team in making informed decisions. Advisors include: Dr. Mark Ferguson – University of South Carolina, Dr. Mark Ferguson serves as the Director of the Sustainable Enterprise and Development Initiative. Dr. Ferguson has worked in the reverse logistics area for over ten years; teaching classes on reverse logistics topics, consulting with companies and providing thought leadership of the area through his research. Here is some exciting news, we have been trying to find a partner that we could work with to co-locate our events with professionals in Supply Chain, Logistics and Manufacturing. We have found that REED exhibitions gives us that luxury while reducing our cost for our Members! So stay tuned-in, you will start to see Reverse Logistics Pavilions at many of the major REED events around the world. Picture an exhibit booth cost of only $4,999 and attendance cost under $399. This is just the beginning of the advantages. 12 Board of Advisors A Board of Advisors comprised of industry experts has been set up to monitor www.RLmagazine.com management and parts disposal. These operations support 100% of Dell’s warranty customers across all Business Units and all Product Lines. David Moloney, Google, David Moloney, as Senior Manager of Reverse Logistics & Business Systems, is an operational leader with technical focus, a technical leader with operational focus: “I flip between both roles as circumstances require. I build operations for consumer electronics startups: business model, process, legal framework, international expansion, NPI, PLM, sourcing talent, forward logistics, contact centers, reverse logistics, wireless certification, online and backend systems, knowledge management, sleeve rolling-up.” Ian Rusher - Cisco Systems, 20 Years within Supply Chain Operations, of which the last 15 Years have been spent in reverse Logistics. Previous experience running 3Com EMEA Warranty/Service Repair Operations, Responsible for both Internal and 3rd party repair operational performance and Engineering support. Ian Towell – Tesco, Responsible for end to end accountability for the non food returns business within UK Tesco, focussing on improving quality, policy application, asset recovery and logistical flow. Susan Wackerman – HewlettPackard Company, Susan Wackerman is currently a Sr. Operations Manager in the Americas Supply Chain for HP’s Imaging and Printing Group. In her position, Susan is responsible for the Recycling Operations for HP Americas and the Returns Operations / Remarketing for HP Americas Imaging and Printing Group. James H. Hunt IV – GENCO Technology Services, Jim is the Senior Vice President, Business Development for GENCO Technology Services. He has responsibility for account management, new business sales and solutions development. He joined GENCO in July 2012. Charles Johnston – Home Depot, Charles Johnston is Director of Repair and Returns at The Home Depot Chuck was with WAL-MART for the past 14 years and his responsibilities include Returns, Imports, Exports, Tires and Printing and Mailing Distribution. Troy Kubat - Walmart, Troy is now the Director of Logistics EngineeringGrocery at Walmart having worked is way up from Director, Logistics Operations, Industrial Engineering Manager at Walmart - International Division and Japan Expatriate - Logistics Operations Lead at Walmart - International Division Thomas Maher - Dell, Tom Maher joined Dell in 1997 and is the Executive Director for Global Service Parts. Mr. Maher is responsible for service parts life cycle support in over 100 countries. Mr. Maher’s global service parts responsibilities include: planning, procurement, distribution, returns, repair, inventory management, supplier Reverse Logistics Association Industry Committees Industry Committees are set up to provide a standing forum for Reverse Logistics Professionals to meet on a regional and global basis and discuss common Reverse Logistics issues at the RLA Conferences & Expos. Industry Committees educate the industry on reverse logistics: • “Best Practices” • Consumer Satisfaction Issues • Regulations on a Worldwide & Regional Basis Processes that can Reduce Costs APPAREL Chairperson: Gailen Vick, Reverse Logistics Association CONSUMER PRODUCTS Chairperson: Paul Baum, PlanITROI Co-Chairperson: Kathy Murphy, Jarden Consumer Solutions • Elaine Gasser, Hewlett-Packard FOOD AND BEVERAGE (UNSALEABLES) Retailers • Cintia Gates, Dell, Inc. • Dawn Bland, Inmar Coordinator: Rachelle Hetterson, • Ken Jacobsen, Connexus • Gene Bodenheimer, GENCO Defense Ammunition Center • Patrick Joseph, Encompass • Dr. Oliver Hedgepeth, American Public University • Raul Castilla, Walmart • Jason Kollarik, Samsung • Thomas Marcellino, Inmar • Andrea Newman, Best Buy • Anthony Pereira, Barnes & Noble • Brad Larsen, Hewlett-Packard • Mark Mcdonald, MarkQ Consulting Life Sciences • Maria Molina, PlanITROI • Jack Debutts, Spinnaker Management Group • Dave Moloney, Google • Dan Gardner, GENCO • Peter Philippens, Ideatics BV REMAN (AUTOMOTIVE & HD) IESEG school of management • Mark Prol, Inmar Chairperson: Gailen Vick, Reverse Logistics Association • Yann Conchaudron, IESEG school of management • Rajesh Revannasiddaiah, kuehne+ nagel • Charles Chappell, Genco • Paul Rupnow, Andlor Logistics Systems Inc WIRELESS TELECOMMUNICATIONS • Jim Rushton, Encompass Chairperson: Angelika Kluna, CLi360, Inc. • Jim Scarff, Encompass • Paul Adamson, Spinnaker Management Group • Tony Sciarrotta, Reverse It Sales & Consulting • Peter Carfrae, GENCO • Craig Sultan, Home Depot Direct • Randal Dewey, Pervacio • Chris Tejeda, Inmar • Bill Kenney, OnProcess Technology • Angelika Kluna, CLi360, Inc. • Kate Pearce, Compass Intelligence, LLC • Ray Agarpo, Hewlett-Packard Data Storage • Paul Baum, PlanITROI Chairperson: Tom Burnam, Western Digital • Patrick Blinn, Microsoft • Tom Burnam, Western Digital • Brianne Boettner, Best Buy • Gary Gear, • Andrew Cowan, The InFocus Group • Joseph Mount, Tabernus, LLC • Jack Debutts, Spinnaker Management Group • Rachel North, Toshiba America Electronic • Dave Showalter, CRS Recycling / Services • Larry Worden, EcoAsia Technologies, Ltd. Join today at www.RLA.org Components, INC. • Mark Ferguson, University of South Carolina Reverse Logistics Magazine • Bob Ragsdale, Pervacio Toshiba America Electronic Components, Inc. • Charles Dunton, Genco 14 SPACE & AVIATION (OBSOLESCENCE) Coordinator: Yann Conchaudron, • Kathy Murphy, Jarden Consumer Solutions Co-Chairperson: Tony Sciarrotta, Reverse It Sales & Consulting • Charles Chappell, Genco • Craig Sultan, Home Depot Direct • Edition 65 Focus Committees continued on to page 11 Regional Focus continued on to page 19 • Jose Luis Villalvazo, Hewlett-Packard www.RLmagazine.com www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 15 Cover Article Pavilhão de Logística Reversa – uma solução que agrega muito valor ! Reverse Logistics Pavilions – a Solution Worth Seeing By Gailen Vick, Founder of RLA By Gailen Vick, Founder of RLA de revistas e mais um ingrediente , Logística Reversa”, diz Laurent Noel , Vice President da REED Expositions “Nós sentimos que consolidar diferentes eventos em uma conferência maior era a resposta. O que isso significa para a RLA?” disse Gailen Vick, diretor executivo da RLA, “Nós seremos capazes de trazer nossos negócios para cada localização, globalmente de Mumbai ao México e Europa Oriental até a França. Sim de 8 a 10 eventos por ano. Seremos capazes de fazer isto porque a infraestrutura da REED tem o conhecimento que nós temos no quesito Logística Reversa”. Profissionais de Logística Reversa estão vindo para o Brasil ! Por anos, um dos desafios da RLA – Associação Mundial de Logística Reversa tinha ,era : como trazer tal questão para as mais pessoas e empresas e dentro de seu budget. Utilizado várias tentativas e com muito esforço, nós encontramos o formato que nos permite cumprir com nossa missão e objetivo trazendo um suporte maior aos nossos profissionais e membros associados. Sr. Noel percebeu que, trazer mais informações sobre o tema da Logística Reversa era muito importante e tinha de ser feito com um grupo com o conhecimento dos profissionais de logística reversa em todo o mundo. “É por isso que se uniram com RLA. Eles sabem quem são os profissionais de logística reversa e que fazem isso há mais de 12 anos.” Venha e junte-se a nós em São Paulo (Brasil) em setembro para o nosso 1º evento juntando as áreas de Logística e Começando em Setembro deste ano a RLA juntou-se Logística Reversa. Haverá mais de 30.000 profissionais com a “REED Expositions” em eventos de “Supply da América do Sul e mais de 120 expositores. Chain”, Logística , Armazenamento e Manufatura. Você verá , em primeira mão, como a magnitude deste Haverá um Pavilhão de Logística Reversa destacado e tipo de infraestrutura economiza tempo e dinheiro ao organizado pela RLA. Contando com nossas sessões de trazer o conhecimento necessário para toda a sua cadeia conferência habituais, os varejistas e fabricantes farão de abastecimento. palestras trazendo maior conhecimento em Logística Reversa. Alguns dirão, bem isto não é um bom negócio, pois não é diferente de ter sessões sobre Logística Reversa em qualquer lugar. Na verdade é muito, muito mais do que isso. Agora a RLA trará o conhecimento de seus palestrantes de Logística Reversa, consultores e prestadores de serviços também para executivos seniors da área de Logística. Reverse Logistics Magazine • Edition 65 Starting in September of this year RLA is teaming up with REED Expositions where they have Supply Chain, Logistics, Warehousing and Manufacturing events. There will be a Reverse Logistics Pavilion highlighted and hosted by RLA. Along with our normal Conference sessions, OEM and Retailer speakers will bring their knowledge of RL. Some might say, well this is no big deal, it’s no different than someone having a RL session anywhere. But it’s much, much more than that. Now RLA will bring their knowledge of Reverse Logistics speakers, consultants and third party service providers to a location near you, while at the same time co-mingling with senior management from the Supply Chain. “O que mudou ? Imagine profissionais de “Supply Chain”, Logística , manuseamento de material, fabricantes de software e sistemas , depósitos, consultores, integradores de systemas, prestadores de serviços logísticos, editores 16 Reverse Logistics Professional are coming to your neighborhood soon! For years one of the challenges that Reverse Logistics Association has faced was how we get our subject matter to the masses while staying within our budget. With several trials and a recent struggle we have found a format that allows Reverse Logistics Association to fulfill another mission objective, bringing our membership of Reverse Logistics professionals to your back door. “What is the change? Imagine professionals from www.RLmagazine.com www.RLmagazine.com Supply Chain, Logistics, Material Handling, Software and Systems Manufacturers, Warehousing, Consultants, Systems Integrators, Third-Party Logistics Providers, Publishers and then add one more ingredient, Reverse Logistics,” says Laurent Noel Vice President of REED Expositions. “We felt consolidating the different events into one major conference was the answer. What’s this mean for RLA?” said Gailen Vick the Executive Director of RLA, “We will be able to financially bring our venues to every location, globally from Delhi to Sao Paulo and Eastern Europe to France; yes 8 to 10 shows per year. I will be able to do this because of the infrastructure that REED has and the knowledge that we have on the topic of Reverse Logistics”. Mr. Noel realized early on that in order to do justice on the subject of Reverse Logistics there had to be a group with the knowledge of reverse logistics professionals around the globe. “That’s why we have lined with RLA, they know who the Reverse Logistics professionals are and they’ve been doing it for over 12 years.” Edition 65 • Reverse Logistics Magazine 17 Reverse Logistics Association Regional Chapter Committees LOGÍSTICA REVERSA DE RESÍDUOS QUÍMICOS PERIGOSOS EM HOSPITAIS DE SÃO PAULO1 by Orlando Cattini Junior, EAESP/FGV - Professor do Departamento de Administração da Produção e Operações and Vital de Oliveira EAESP/FGV – Mestre em Administração de Empresas Article in English on page 24 1. CARACTERIZANDO O PROBLEMA A prestação serviços de assistência à saúde tem crescido em volume de produção e principalmente na complexidade e diversidade dos serviços oferecidos. A área de assistência hospitalar se desenvolve em um ambiente de constante pressão por evolução tecnológica e exigência de qualidade, combinados à massificação do atendimento e diversificação dos serviços oferecidos - aumento das especialidades médicas, métodos diagnósticos, procedimentos terapêuticos, etc. Além dos desafios específicos dos empreendimentos na área da saúde, dificuldades estruturais como a crescente competitividade dos mercados e a conseqüente redução das margens, afetam as empresas privadas, enquanto as instituições públicas ou sem fins lucrativos enfrentam a insuficiência das verbas corroídas pelo aumento dos custos. Neste artigo relatamos como alguns hospitais, na cidade de São Paulo, têm lidado com os resíduos químicos perigosos gerados nos processos diagnósticos, terapêuticos ou de pesquisa. Nosso objetivo é discutir, em que medida modelos e técnicas de gestão da cadeia de suprimentos e, em especial, as noções de logística reversa, têm sido percebidos e empregados como oportunidade de melhoria no gerenciamento da disposição desses resíduos, seja na redução de custos, no marketing ambiental ou no atendimento às exigências legais. Mesmo reconhecendo que o emprego da logística reversa na gestão de resíduos é ainda hoje no Brasil uma prática pouco estruturada e muitas vezes até informal, consideramos alguns estudos que têm destacado as vantagens de uma abordagem sistêmica, em que a geração dos resíduos, em qualquer estágio da cadeia, é entendida como parte do processo de produção. Analisando os planos de gerenciamento de resíduos de vinte hospitais de São Paulo, constatamos que apenas seis demonstraram identificar corretamente os vários tipos de resíduos químicos perigosos gerados. Ao contrário do que geralmente ocorre com os RSS (Resíduos de Serviços de Saúde) comuns ou infectantes, cada tipo de resíduo químico se origina de um processo específico, isso possibilita maior facilidade na identificação e análise, em separado, de cada um desses processos, considerando as condições típicas da cadeia de produtos e serviços envolvida na sua geração dos resíduos, como por exemplo: resíduos do setor de radiologia, da farmácia ou do laboratório de análises clínicas. Nosso objetivo nesse trabalho não foi aprofundar a análise de cada uma Resumo de trabalho apresentado no VII ENCONTRO NACIONAL SOBRE GESTÃO EMPRESARIAL E MEIO AMBIENTE – ENGEMA - 10 a 12 de novembro 2003 – FEA/USP 1 REGIONAL CHAPTERS AFRICA Chairperson: Craig Plowden, Revlogs (Pty) Ltd • Yann Conchaudron, IESEG school of management APAC Chairperson: Mohan Kumar D, Hewlett-Packard Co-Chairperson: Haozhe Chen, East Carolina University Coordinator: YE ZHAO, East Carolina University • Haozhe Chen, East Carolina University • Mohan Kumar D, Hewlett-Packard • Sunnanda Panda, RevLog Resources • Ian Rusher, Cisco • Yogesh Sarin, Dell, Inc. • Ye Zhao, East Carolina University BRASIL Chairperson: Felipe. Ortiz, Grupo Pão de Açúcar Co-Chairperson: Orlando Cattini Junior, FGV • Djalma Barbosa, Dell, Inc. • Orlando Cattini Junior, FGV • Paulo Gomes, Flextronics • Luciana Lacerda, Hewlett-Packard • Ricardo Magioni, Dell, Inc. • Felipe Ortiz, Grupo Pão de Açúcar • Paulo Sader, Microsoft • Marcio Silva, Philips EUROPE Chairperson: Charlie O Shaughnessy, Intel Co-Chairperson: Derek Scott, Canon Coordinator: Denise Suyama, Reverse Logistics Association • Yann Conchaudron, IESEG school of management • Kelly Davies, Flextronics • Dave Moloney, Google • Marko Niinisto, Philips • Charlie O Shaughnessy, Intel • Ian Rusher, Cisco • Derek Scott, Canon • Bart Van Der Horst, OnProcess Technology LATIN AMERICA Chairperson: Guillermo Fernández deJáuregui, ONILOG • Carlos Marino, Universidad San Ignacio de Loyola NORTH AMERICA • Paul Rupnow, Andlor Logistics Systems Inc • Tony Sciarrotta, Reverse It Sales & Consulting 18 Reverse Logistics Magazine • Edition 65 www.RLmagazine.com www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 19 dessas cadeias especificamente, mas discutir aspectos gerais da gestão dos designados genericamente como resíduos de serviços de saúde ou RSS químicos com ênfase nas perspectivas e condicionantes das aplicações da gestão da cadeia de suprimentos e da logística reversa como ferramentas que viabilizem soluções de redução de custos e de impactos ambientais e, dessa maneira, contribuam para tornar a produção e consumo mais sustentáveis no setor hospitalar. Dada a complexidade dos processos desenvolvidos na assistência a saúde, uma grande diversidade de resíduos são gerados em quantidades variáveis, conforme as atividades realizadas no estabelecimento de origem. Além disso, reflete-se na composição dos resíduos, quali ou quantitativamente, o porte da unidade, as tecnologias empregadas e os recursos disponíveis, dessa forma, um mesmo produto ou serviço pode envolver a geração de diferentes resíduos conforme o modo de produção, a tecnologia e os materiais empregados, como 2. CLASSIFICAÇÃO E RISCOS DOS por exemplo: se o processo é realizado manualmente ou é automatizado, se utiliza material descartável ou RESÍDUOS DE SERVIÇOS DE SAÚDE A assistência hospitalar é uma atividade potencialmente reutilizável ou se a tecnologia empregada é mais antiga poluidora sob vários aspectos. No entanto, os resíduos ou recente. sólidos gerados nos O principal critério hospitais e outros empregado nas estabelecimentos classificações similares, têm-se mencionadas é o tipo destacado enquanto de risco que cada preocupação das grupo apresenta. autoridades ambientais e S i m p l i f i c a d amente sanitárias, motivando a divisamos quatro grupos edição de regulamentos principais de RSS: Grupo específicos como as A (GA) – Infectantes; Resoluções do Conselho Grupo B (GB) – Nacional do Meio Químicos; Grupo C (GC) Ambiente (CONAMA – Radioativos e Grupo D Resoluções 05/1993 e (GD) – Comuns. Os três 283/2001) e da Agência primeiros são resíduos Nacional de Vigilância que exigem cuidados Sanitária (ANVISA especiais e o quarto segue recomendações equivalentes RDC 33/2003). Embora essas resoluções priorizassem originalmente a regulamentação do manejo dos resíduos às aplicáveis aos resíduos domiciliares. De acordo de natureza infectante, específicos dos serviços de com o enquadramento do resíduo num grupo de risco saúde, o aprofundamento dos estudos para classificação serão definidas as medidas de segurança no seu manejo dos RSS destacou a importância de um outro grupo de e as alternativas de tratamento e disposição final mais RSS: os que apresentam riscos de natureza química. adequadas e legalmente aceitas. Embora gerados em quantidade menor, os RSS químicos apresentam, relativamente aos demais, maior potencial Os resíduos GB – Químicos são certamente os que apresentam maior diversidade de riscos. Incluídos de dano ao meio ambiente. nesse grupo, podemos encontrar, entre outros, resíduos Os resíduos sólidos gerados por serviços de saúde, tóxicos, resíduos inflamáveis, reativos ou explosivos e assim como já vem ocorrendo com os resíduos de resíduos farmacêuticos. Os resíduos tóxicos têm grande outras indústrias com necessidades específicas, foram potencial de contaminação ambiental, envolvendo agrupados segundo uma regulamentação própria e prejuízos para a saúde humana e dos demais seres vivos. denominados genericamente de Resíduos de Serviços Os inflamáveis, reativos ou explosivos, além dos riscos de Saúde. Essa denominação é utilizada nas normas e ambientais, exigem maiores cuidados para prevenir legislações mais recentes, em substituição ao antigo acidentes nas etapas de estocagem e transporte. Quanto aos medicamentos vencidos, o principal risco é o de uso termo “lixo hospitalar”. 20 Reverse Logistics Magazine • Edition 65 www.RLmagazine.com indevido, envolvendo adulteração e comercialização ilegal, mas em certas situações, como no caso dos quimioterápicos antineoplásicos, medicamentos podem apresentar riscos de manuseio e de contaminação ambiental. 3. O PAPEL DA LOGÍSTICA REVERSA A logística reversa é, ainda hoje, considerada por muitos apenas com um recurso para retorno de mercadorias aos fabricantes, motivado por recalls ou por defeitos cobertos por garantia. Uma outra modalidade tradicional da logística reversa tem sido o retorno de embalagens de transporte ou recipientes retornáveis, quando seu emprego ainda se apresenta como uma opção economicamente interessante. Nenhuma dessas aplicações tradicionais, no entanto, se fundamenta na busca da maior sustentabilidade dos processos de produção ou consumo. A Reverse Logistics Association (http://www. reverselogisticstrends.com/), uma entidade sem fins lucrativos que congrega profissionais e professores da área, cuja mission is to educate and inform RL professionals around the world, and all industries, about the reverse logistics process define como logística reversa all activity associated with a product/service after the point of sale, the ultimate goal to optimize or make more efficient aftermarket activity, thus saving money and environmental resources. Com base nesta visão, identificamos as seguintes atividades como integrantes do escopo da logística reversa: 1) processamento dos retornos de mercadorias em razão de danos, sazonalidade, reestocagem, salvamento, recall ou excesso de estoque; 2) reciclagem de materiais de embalagens e contêineres usados; 3) recondicionamento, remanufaturamento e renovação de produtos; 4) disposição de equipamentos obsoletos; 5) programas para produtos perigosos e 6) recuperação de ativos. Na figura 1 observa-se a inter-relação das atividades e processos de logística reversa com as demais integrantes de toda a cadeia de suprimentos 4. ANÁLISE DA SITUAÇÃO A falta de indicadores convenientes impede uma avaliação mais precisa dos impactos ambientais dos diversos tipos de RSS e também dificulta o desenvolvimento de estudos Figura 1 – Representação esquemática da logística reversa e a cadeia de abastecimento. www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 21 sobre os problemas relacionados ao gerenciamento metades, foram escolhidos, aleatoriamente, em uma lista desses resíduos nas diversas etapas como geração, de todos os hospitais da cidade, dois estabelecimentos estocagem e transporte e destinação final. de cada porte, ou seja, pequeno, médio e grande porte. A definição de porte usou como base o número de leitos. Entre abril de 1999 a novembro de 2001, a Secretaria do Um segundo grupo de oito hospitais foi convocado a Meio Ambiente do Município de São Paulo desenvolveu apresentar o PGRSS devido a denúncias ou reclamações um projeto piloto de implementação do PGRSS – Plano apresentadas pelo Departamento de Limpeza Urbana da de Gerenciamento de Resíduos de Serviços de Saúde PMSP. que envolveu cerca de 20 hospitais. Esse projeto se apoiou nas diretrizes da Portaria SMA 102/99, criada Conforme podemos observar na Tabela 1, a amostra especificamente para definir os critérios de elaboração analisada abrange 10,75% dos 186 hospitais em operação dos PGRSS no âmbito daquela Secretaria. na Cidade de São Paulo e cerca de 26,43% dos leitos disponíveis. Um primeiro grupo foi definido visando a obtenção de uma amostra sobre as condições de geração de RSS nos Os nomes, a localização, assim como outras informações hospitais da Cidade de São Paulo. Para composição que permitissem a identificação dos hospitais pesquisados desse grupo, foram selecionados doze hospitais, sendo foram omitidas. metade público e metade privado. Em cada uma dessas Tabela 1: Participação da amostra no total de leitos e hospitais do Município de São Paulo Critério N. de Hospitais Públicos N. de Hospitais Particulares Total de Hospitais Total de Leitos Públicos Total de Leitos Particulares Número Total de Leitos Grupo 8 12 20 3,317 3,501 6,818 Município de SP * 37 149 186 9,124 16,673 25,797 Participação do Grupo no Município 21.62% 8.05% 10.75% 36.35% 21.00% 26.43% Tabela 2: Composição do grupo comparada à rede Hospitalar no Município de São Paulo Critério N. de Hospitais Públicos N. de Hospitais Particulares Total de Hospitais Total de Leitos Públicos Total de Leitos Particulares Número Total de Leitos Composição do Grupo 8 40% 12 60% 20 100% 3,317 48.65% 3,501 51.35% 6,818 100% Total Município de SP * 37 19.89% 149 80.11% 186 100.00% 9,124 35.37% 16,673 64.63% 25,797 100.00% Tabela 3: Principais Grupos de RSS Químicos. Classificação Simplificada Classificação da ANVISA Descrição Medicamentos B1, B2 e B3 Medicamentos vencidos, parcialmente utilizados e impróprios para consumo Saneantes B4 Saneantes, desinfetantes, esterilizantes químicos e desinfestantes Metais Pesados B5 e B6 Chapas e fixadores de processos fotográficos e RX, termômetros, lâmpadas fluorescentes e baterias Reagentes B7 e B8 Reagentes de laboratório, solventes, corantes, ácidos, graxas e outros produtos químicos perigosos 22 Reverse Logistics Magazine • Edition 65 www.RLmagazine.com Table 4 : Classification of hospitals by level of Chemical RSS and comparing with the average generation of the waste Identification’s Level Not informed Partial Detailed Total of hospitals Number of Units 5 25% 9 45% 6 30% 20 100% Para facilitar a realização deste estudo, os RSS Químicos foram divididos em apenas quatro subgrupos. A classificação simplificada adotada foi desenvolvida a partir do Regulamento Técnico proposto pela RDC 33/2003 da ANVISA (ANVISA, 2003) que originalmente adota oito sub-grupos. Devemos levar em consideração que a resolução da ANVISA ainda não havia sido publicada na época em que os hospitais avaliados elaboraram os PGRSS. A classificação que utilizamos, e sua correspondência com a classificação da ANVISA, são apresentadas na Tabela 3. 5. RESULTADOS A Tabela 4 apresenta a distribuição das unidades conforme o nível em que foram classificadas. Através da coluna que apresenta a proporção média de resíduos químicos no total de RSS gerados, podemos verificar claramente que nas unidades onde a identificação dos RSS do Grupo B foi considerada detalhada, a participação média dos resíduos químicos no total foi sensivelmente maior. Os resultados obtidos reforçam a hipótese de que hospitais que não incluíram nos seus PGRSS sistemas de identificação, tais como: inventários de resíduos, identificação de processos geradores e normas de procedimento, tendem a registrar menores quantidades de resíduos químicos, ou mesmo nenhum resíduo nessa categoria, embora realizem, em linhas gerais, os mesmos processos que os demais. Sem a devida identificação esses resíduos são classificados como comuns ou infectantes e receberão destinação incorreta, no sistema de limpeza urbana ou em aterros clandestinos. O desenvolvimento tecnológico na produção de bens e serviços gerou um impasse que hoje se apresenta como o desafio da sustentabilidade e da superação dos graves problemas ambientais e sociais da atualidade. Um dos aspectos mais graves dessa questão é o crescimento dos níveis de contaminação ambiental por produtos www.RLmagazine.com Average of RSS / Total of RSS 0.00% .40% 1.69% .61% químicos disseminados por quase todo o planeta e que se evidencia na poluição das águas, do solo e do ar pelo lançamento irregular de efluentes e emissões ou disposição de resíduos tóxicos. Reverter a forte tendência de agravamento dessa situação requer esforço e mobilização tanto dos setores produtivos como dos governos e da sociedade na articulação de soluções que envolvem mudanças de comportamento, de valores e de prioridades. Os exemplos que discutimos sugerem deficiências do gerenciamento de RSS nos hospitais analisados apesar de muitas das questões emergentes referentes à gestão de materiais e processos já estarem presentes, ainda que em forma embrionária. Podemos destacar o início de desenvolvimento de novos fluxos logísticos como a logística reversa de produtos pós-consumo e as logísticas de destinação e reciclagem de resíduos e as tentativas de envolvimento de fornecedores e fabricantes na divisão das responsabilidades e no desenvolvimento de soluções conjuntas. Por outro lado, fica claro que grande parte dessas mudanças decorreram diretamente de pressões econômicas e legais e ainda se limitam a atitudes reativas. Mudanças em maior profundidade ainda dependem da valorização dos aspectos ambientais e da disseminação desses valores por toda a sociedade. REFERÊNCIAS BIBLIOGRÁFICAS: • ANVISA – AGÊNCIA NACIONAL DE VIGILÂNCIA SANITÁRIA. Resolução da Diretoria Colegiada RDC 33 de 25/2/2003 – Regulamento Técnico para Gerenciamento de Resíduos de Serviços de Saúde. Brasília, 2003. • CONAMA – CONSELHO NACIONAL DE MEIO AMBIENTE – MINISTÉRIO DO MEIO AMBIENTE. Resolução 05 de 5/8/1993. Brasília, 1993. • CONAMA 2001 – CONSELHO NACIONAL DE MEIO AMBIENTE – MINISTÉRIO DO MEIO AMBIENTE. Resolução 283/2001. Brasília, 2001 Edition 65 • Reverse Logistics Magazine 23 Article REVERSE LOGISTICS OF DANGEROUS CHEMICAL WASTE IN SÃO PAULO HOSPITAL’S by Orlando Cattini Junior, EAESP/FGV - Professor at Production and Operation Management Department and Vital de Oliveira Ribeiro Filho, EAESP/FGV – Masters in Management Article in Portuguese on page 18 In this article we relate how some hospitals, in São Paulo city, handle the dangerous chemical waste generated by their diagnostics process. we consider that some studies have highlighted the 1. The Problem The 3PSP services in Health is growing in advantages of a systemic approach, where the generation production’s volume and mainly in its complexity of waste, in any part of the chain, is understood as part of and diversity. The Hospital assistance develops in an the production process. environment with many pressures about technical Analyzing the management waste plans of 20 hospitals evolution and quality and diversity of the services as well – increase of medical specialties, diagnostics in São Paulo, we notice that only six of them demonstrate methods, procedures, etc. There are challenges in the the proper types of dangerous chemical waste generated ventures in health area, difficulties with structure as the by them. On the contrary what happens with the usual competitiveness of the markets and the reduction of the RSS (Waste of Health services), every type of chemical profits that affects private hospitals, while the public waste has been originated from one specific process, considering the chain of products and services involved hospitals face problems with low money. in its generation; as an example: waste of radiology In this article we relate how some hospitals, in São Paulo sector, pharmacy or clinical analysis laboratory. Our city, handle the dangerous chemical waste generated by goal in this article is not to deepen the analysis of each their diagnostics process. Our goal is discuss in which one of these chains, but to discuss general aspects of the models and management process of the supply chain management as health chemical waste, with emphasis in and, in a special way, the Reverse Logistics. How they the perspective and conditioning of the supply chain and are improving their process of waste management and reverse logistics as tools that make possible solutions reduction of costs, as well as converting in environmental to reduce the costs and environmental impacts and marketing and following legal requirements. Even contributes to make the production and consumption recognizing that the use of Reverse Logistics in Brazil more sustainable in the hospital sector. is one small practice structured and sometimes informal, BUSINESS SUCCESS HINGES ON LOCATION, LOCATION, LOCATION. A REMINDER FROM THE FOLKS IN UTAH, UTAH, UTAH. Here, energy rates are among the best in the nation, the cost of living is well below average and our cities rank among the lowest in heath care spending. To ﬁnd out more reasons why Utah was named Forbes Best State for Business and Careers for the third year in a row, call, call, call. 60 E South Temple St. Salt Lake City, UT 84111 | 801.538.8879 | business.utah.gov 24 Reverse Logistics Magazine • Edition 65 www.RLmagazine.com www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 25 The main criteria used in the classifications is the type of risk that each group represents. There is (in a simple way) 4 main groups of RSS(Health Services Waste): 2. Rating and Risks of Waste in Health Services The Hospital Assistance is an active potential polluter in many ways. However, the solid waste generated in the hospitals and other similar establishments, have been highlighted by environmental authorities, motivating the creation of specifics regulations as resolutions of (“National Council of Environment”) National Sanitary Surveillance (RDC 33/2003). Although these conclusions prioritizes the regulation of infectious waste, specifically in health services, the deepen of studies to classify RSS (Waste of health services) highlights the importance of another group within it: the ones who offer risks in chemical nature. Although generated in less quantity, the RSS (Waste of health services) represents more risks to the environment. Group A (GA) Infectious Waste Group B(GB) Chemical Waste Group C(GC) Radioactive Group D(GD) Common Waste The first three are waste that requires specials care and the 4th follows recommendations equivalent as waste domiciles. According to the framing of the waste in a risk group will be definied the security measures in their handling and the alternatives treatments and final disposal and legally accepted The waste GB – Chemicals - are certainly that ones that present more of a diversity of risks. Included in this group are toxic waste, inflammable waste, reactive or explosives and chemical waste. The toxic wastes have a big potential of environmental contamination involving loss for the human health and other animals. The inflammable, reactive or explosives further the environmental risks; they require more care to prevent accidents in the stockpiling and transportation. As medicines expire, the main risk is their inappropriate use, involving illegal commercialization. In some cases as chemotherapy can show, offers risks in their handling and environmental contamination. The solid waste generated by health services was 3. Rules of Reverse Logistics grouped following their own regulation and they are The Reverse Logistics is considered by many people called RSS – Health Services Waste. only one resource to return goods to the manufacturers in recalls or because of warranty defects. Another mode The quantity of waste is generated in variable quantities of reverse logistics has been the return of the packages because of the complexity of the developed process in or recipients returns when reverse logistics offers an the health area and as the activities made in the hospitals economic option. as well. Although, it reflects the composition of waste None of these traditional enforcements search for better in quality and quantity and it depends on the technology sustainability in the production process or consumer and resources available. In this way the same product process. or service can involve the generation of different kinds of waste following the production way, the technology The Reverse Logistics Association (http://www.rla.org/), and material used on it as an example: if the process is one association without profit funds that congregates realized manually or automatically, it uses disposables professionals and professors in the industry and has or reusable or if the technology used is older or not. 26 Reverse Logistics Magazine • Edition 65 www.RLmagazine.com Read the Press Guernsey ‘Needs’ Kerbside Recycling 14 July 2014 – A member of the Public Services Department, the deputy also defended plans to charge islanders more for recycling and waste collections from 2016, 3 Things You Must Know About including charging for bags. Implementing Change In Field Full Article Service 14 July 2014 – When a field service British Tire Remanufacturing organization is implementing any Firm Signs Deal For 2M Scrap change to the way it works, whether Tires Annually it is rolling out new technology or 14 July 2014 – A British tire a new way of working, there are a remanufacturing and recycling firm number of challenges which need to has announced a new deal that will be addressed to reach a successful see two million scrap tires supplied outcome. These include leadership to its facility annually from the support, engaging the workforce United States. and having the right strategies in Full Article place. Cirrus Aircraft Brings Parts Full Article Business In-House With Cirrus Boeing To Continue Direct Remanufacturing Missile 30 May 2014 – Right now, General Warhead Arming Devices Motors is in a lot of trouble related 15 July 2014 – Warhead arming to the recall that it had to issue on devices for air-launched cruise more than 2.6 million cars equipped missiles will continue to be with a defective ignition switch. As a remanufactured by Boeing under a result of the faulty ignition switches U.S. Air Force contract. in both personal and rental cars, Full Article GM has been linked to the deaths of at least 13 people. Recycling The Victims Of The Full Article Emerald Ash Borer 14 July 2014 – Where most people HP Delivers Optimized Solutions feel frustration, perhaps even For The Mobile Workplace despair, at the idea of a fallen 14 July 2014 – HP today announced diseased tree, Urban Tree Salvage the Mobilize Your Business Program, sees opportunity. developed in conjunction with Full Article Microsoft and Intel to help channel partners capitalize on the growing business mobility market. Full Article www.RLmagazine.com How Superior Bulk Logistics Saved Hundreds Of Thousands On Warranty Costs 12 July 2014 – When Superior Bulk Logistics implemented the warranty management function of its fleet maintenance software, it was expecting to save $500,000 in the first year. By May, it was already more than halfway there. Full Article India’s Poor Risk Health To Mine Electronic 11 July 2014 – With India’s steadily growing economy and burgeoning middle class, millions of people there are now able to afford the latest smartphones, laptops, and tablets. There’s an environmental dark side to this burgeoning consumer culture. Technologymobile technology in particularhas a fast-burn life cycle that reduces powerful, must-have devices to near-useless relics within a few years. But because many old electronics are rich in certain metals, like copper and gold, they’re too valuable to throw away, especially in a society where the annual median income is still only $1,500 (U.S.). Full Article Thompson Falls To Hold Countywide E-Waste Pick Up 11 July 2014 – In an effort to keep the community as green as possible, Thompson Falls will be holding a countywide used electronics pick up. Full Article Edition 65 • Reverse Logistics Magazine 27 the mission to educate and inform RL professionals around the world, and all industries, about the reverse logistics process, defines Reverse Logistics and all activities associated with a product/service after the point of sale, the ultimate goal to optimize or make more efficient aftermarket activity, thus saving money and environmental resources. Based on this vision, we can identify the following activities as part of Reverse Logistics scope: 1) Goods returns processing because of damages, seasonality, recall and so on 2) Recycling of materials and packages 3) Repair and remanufacturing or product’s renovation 4) Disposal of obsolete equipments 5) Dangerous or Hazardous products program 6) Recovery of assets Figure 1, there is the relation of activities and processes in Reverse Logistics: 4. Analysis of the situation There are no indicators that have an evaluation of the environmental impacts by the RSS and there are some difficulties to development studies about the problems generated by management the RSS (in its generation, transportation and final disposal stages) Between April of 1999 to November 2001 , the Environmental Secretary of São Paulo City developed one pilot project with the implementation of the PGRSS (Plan of Waste Health Services Management) that involves about 20 hospitals. This project was supported by the law SMA 102/99, created specifically to define the criteria of the PGRSS((Plan of Waste Health Services Management). The first group was defined by aiming the acquisition of one example of generation conditions in RSS ((Waste of health services) in hospitals in São Paulo City. For the composition of these groups, 12 hospitals had been selected (middle public and middle private). Each of these were chosen at random, within a list of all the city Figure 1 28 Reverse Logistics Magazine • Edition 65 www.RLmagazine.com www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 29 RL certification Tabela 1: Total sample of hospitals beds in São Paulo City Criteria Group Number of Public Hospitals 8 Number of Private Hospitals 12 Total of Hospitals 20 Total of public hospital beds 3,317 Total of private hospital beds 3,501 Total number of hospital beds 6,818 SP city 37 149 186 9,124 16,673 25,797 Participation of the group in the city 21.62% 8.05% 10.75% 36.35% 21.00% 26.43% Tabela 2: Group composition compared to Hospital total in São Paulo City Criteria Public Hospitals Private Hospitals Total of Hospitals Total of public bed hospitals Total of private bed hospitals Total number of bed hospitals Group composition 8 40% 12 60% 20 100% 3,317 48.65% 3,501 51.35% 6,818 100% Total in SP city* 37 149 186 9,124 16,673 25,797 19.89% 80.11% 100.00% 35.37% 64.63% 100.00% *Source: IBGE - Pesquisa de Assistência Médica Sanitária (AMS) hospitals. Two of them in any size (small, medium and shows the hospital’s identification was omitted. big ports) based on the number of beds. To facilitate the reality of this study, the Chemical RSS One second group of 8 hospitals were chosen to present was divided into four subgroups. the PGRSS (Plan of Waste Health Services Management) due to denounces or complaints shown by the Cleaner The simplified classifications adopted was developed based on the Technical Regulation proposed by Department of São Paulo’s municipality (PMSP). RDC 33/2003 of Anvisa (Anvisa, 2003) that originally Conforme podemos observar na Tabela 1, a amostra adopts 8 subgroups. We should consider that the Anvisa analisada abrange 10,75% dos 186 hospitais em operação resolution was not publicized yet in the time that the na Cidade de São Paulo e cerca de 26,43% dos leitos assessed made their PGRSS ((Plan of waste health services management). The classification that we used disponíveis. are presented in the table 3 : Table 1, the example analyzed covers 10.75% of 186 hospitals in São Paulo’s City and about 26.43% of the Results disposable hospital beds. Table 4 presents the distribution of the units as the level that they were classified. By the column that presents the The names, localization, and other information that average proportion of chemical waste in the total RSS Table 3 : Main groups of Chemical RSSs Simple Classification Medications Sanitation Heavy Metals Anvisa’s classification B1, B2 e B3 B4 B5 e B6 Reactants 30 Reverse Logistics Magazine B7 e B8 • Edition 65 Description Expired medicines Sanitizes, disinfectants, chemical sterilization X-Ray , thermometers, flourescent bulbs, and batteries Laboratory Reactants ,solvents, colors, acids, grease and other chemical dangerous products www.RLmagazine.com Invest in your career and your future with a certification from the Reverse Logistics Association (RLA) that will show that you have a set of skills to build value in any organization. In its commitment to giving you the greatest opportunities for professional development, RLA now provides certification as a: Reverse Logistics Professional (RLP) If you are working in the reverse logistics field with three or more years of experience, then you are ready to take the Reverse Logistics Association’s preparation course for the Reverse Logistics Professional Certification Examination. The course is 8 hours of training in the foundational principles of reverse logistics and the business practices that lead to world-class performance. The course is highly interactive in an experientiallearning format that maximizes your training so that you can immediately apply what you have learned on the job. After passing the examination, you will be qualified to put “RLP” after your name distinguishing you are a highly-trained professional in reverse logistics. Reverse Logistics Manager (RLM) If you are a manager of reverse logistics processes with five or more years of experience, then now is the time to take the next step in your career by taking the Reverse Logistics Association’s preparation course for the Reverse Logistics Manager Certification Examination. The course provides 16 hours of intense instruction in the latest trends in reverse logistics and the best practices that will set you and your organization apart in your industry. You will receive in depth training in the strategic and tactical aspects of reverse logistics. And, the course also covers the tried-and-true techniques that can help a manager lead his or her staff you achieve the greatest potential value-recapture for their organization. “RLM” after your name says that you have demonstrated a highlevel of competence to lead and direct reverse logistics processes. Reverse Logistics Trainer (RLT) If you quality as a Reverse Logistics Manager and you have training experience, by taking the Reverse Logistics Association’s preparation course for the Reverse Logistics Trainer Certification Examination, you can become qualified to train RLPs and RLMs. The course is 24 hours long to strengthen your mastery of reverse logistics concepts and techniques as well as give you the skills to effective teach them to others. As an RLT you will be a registered education provider and you will be qualified to work collaboratively with RLA to help organizations around the world to prepare their personnel to achieve high-level performance in reverse logistics. RL Certification program is organized by the RL Certification Committee Edition 65 • Reverse Logistics Magazine www.RLmagazine.com 31 Table 4 : Classification of hospitals by level of Chemical RSS and comparing with the average generation of the waste Identification’s Level Not informed Partial Detailed Total of hospitals Number of Units 5 25% 9 45% 6 30% 20 100% Average of RSS / Total of RSS 0.00% .40% 1.69% .61% generated, we can see that the units where the group B was identified, the average involvement of chemical waste was higher. The results strengthen the hypothesis of the hospitals that have not included in their PGRSS systems as identification, as : waste inventory, process generator and procedures or rules tends to register smaller quantities of chemical waste or even nothing in this category (although they realize the same process as the others). Without the identification this kind of waste are classified as common waste or infectious and they will receive the wrong destination in the cleaner urban system or in not legal landfills. and processes that already exists even in the embryonic form. This is the beginning of the development of new logistics flows – Reverse Logistics Chain and recycling of the waste . Involving manufacturers and suppliers with their responsibilities and solutions The technological development in production of goods or services generated one deadlock that today represents a challenge for sustainability and to the overcoming of serious environmental and social problems. One of the more serious aspects of these questions is the growing of environmental contamination levels by chemical products widespread for all the planet mainly in the water, soil and air by the releasing of effluents and emissions or disposal of toxics waste. Reverse this strong aggravation tendency requires effort of the mobilization of the production sectors, governs the society to find solutions that involves behavior, changing values and priorities. • ANVISA – AGÊNCIA NACIONAL DE VIGILÂNCIA SANITÁRIA. Resolução da Diretoria Colegiada RDC 33 de 25/2/2003 – Regulamento Técnico para Gerenciamento de Resíduos de Serviços de Saúde. Brasília, 2003. • CONAMA – CONSELHO NACIONAL DE MEIO AMBIENTE – MINISTÉRIO DO MEIO AMBIENTE. Resolução 05 de 5/8/1993. Brasília, 1993. • CONAMA 2001 – CONSELHO NACIONAL DE MEIO AMBIENTE – MINISTÉRIO DO MEIO AMBIENTE. Resolução 283/2001. Brasília, 2001. RL Connect – We help YOU connect to . . . · 3rd Party Service Providers · Mergers & Acquisitions · Internship Programs · Industry Jobs · Consultants On the other hand, a clear part of this changing passed directly because of economic or legal pressures and are limited by reactive attitudes. It also still depends on the increase in value of environmental aspects and dissemination of these values to the all society. · RL Forum · Research REFERENCES Orlando Cattini Junior is Professor of Production and Operation Management Department at Fundação Getúlio Vargas. Vital de Oliviera Ribeiro Filho hold a Masters in Management from Fundação Getúlio Vargas. Both of them worked together in this study and in obtaining the The examples that we discuss suggests deficiencies in information given. the management of RSS in the hospitals despite many other questions referring to the management of materials RL Quote •Save - Time - Resources - Money •Eliminate Hassles •Remain Anonymous RL Connect 32 Reverse Logistics Magazine • Edition 65 www.RLmagazine.com www.RLmagazine.com We help OEM’s, Retailers, Brands, and 3PSPs who are trying to find a partner for Reverse Logistics save time, energy, and money by using our proprietary process called RL Quote. OEM’s, Retailers, and Brands post RFI’s anonymously on the RLA website and 3PSPs respond. We help facilitate the search, and you reap the benefits. For more information: call +1.801.331.8949 ext. 5 email [email protected] or visit RLAconnect.com Edition 65 • Reverse Logistics Magazine 33 Article Estratégias de Otimização de Inventário Perguntas e respostas com Omur Bagci, diretor de serviços globais de ReSolve, uma filial da Arrow Electronics by Omur Bagci mais comum armadilha que OEMs encaram diante a gestão da reservas de serviço? OB: Tradicionalmente, para evitar o enfrentamento de falhas de inventãrio e clientes insatisfeitos, os fabricantes de tecnologias normalmente se encontram errantes ao lado da cautela por manter uma ampla quantitade de inventãrio de reservas para serviços. Infelizmente, esta estratégia muitas vezes deixa as empresas com um inventãrio excessivo e necessário uma vez que o apoio de garantia para uma determinada plataforma deixa de ser exigida. A situação muitas vezes acaba com a necessidade de liquidar inventãrios nao usados, em grande descontos RLM: Omur, um número crescente de empresas parecem no mercado aberto. Este é um assunto arriscado por estar empregando estratégias de relocaçao de bens. Por muitas razões, sendo a mais óbvia a liquidação de que a gestao da cadeia de fornecimento é um problema excesso de inventãrio a descontos excessivos, causando a empresa a assumer para os fabricantes de prejuízos desnecessários tecnologia? a linha de fundos OB: O serviço da cadeia enquanto o inventãrio de abastecimento é não foi necessário no complexa e muitas vezes primeiro lugar. ReSolve confusas. Tipicamente, recomenda a adotar um um OEM não tem recursos plano personalizado de apropriados e necessários metodologia de tendência para dinamizar o para tratar desta questão. processo total. Empresas RLM: Então o primeiro visionárias estão passo é o planejamento compreendendo o valor de tendência. O que isso que pode ser capturado por implica, e como é que se nova ou maior eficiência relaciona reservas de de ganhos adicionadas aos serviço? processos em vigor. Este valor potencial resultará em maior níveis de satisfação do cliente, oportunidades para evitar custos, e aumentar OB: Em vez de um sistema de planejamento tradicional lucros . A ineficiencia da gestão reversa da cadeia de que toma longo-prazo de posições de inventãrio, o abastecimento estão custando alguns fabricantes de planejamento de tendência é a prática que concentra em tecnologias milhões de dólares a cada ano. A maioria operações que criem valor apenas para o consumidor dos OEMs nao possuem banda larga para desenvolver final. É uma prática que se baseia no fluxo contínuo e executar as melhores práticas para otimizar o processo de princípios e economias de escala. O objetivo deste fluxo é garantir que as partes movidas através da cadeia reverso da cadeia de abastecimento. de abastecimento são movimentadas quando e onde são RLM: Entendemos que a gestão de serviços de necessárias. O resultado é a simplificação do serviço da inventãrio de reservas é uma constante luta. Qual é a cadeia de abastecimento e maior eficiencia na integração 34 Reverse Logistics Magazine • Edition 65 We search out the latest RL news and deliver it right to your email inbox Article in English on page 38 Como líder de indústria da cadeia de abastecimento inversa, Omur Bagci é um especialista em redução dos riscos e ajuda os produtores e distribuidores a maximizar recompensas dentro da cadeia de abastecimento. Especificamente, ele tem décadas de experiência na forma como as empresas podem otimizar peças reservas de inventãrio para serviços de estoque, produtos devolvidos ou sujeitos a reparações. Nesta entrevista, Omur Bagci vai discutir como a gestão os riscos de inventãrio e o uso de princípios podem reduzir o risco de acúmulo de estoque e otimizar o serviço de gestão de reservas . News clippings www.RLmagazine.com Weekly News Clipping Emails provide press releases related to OEM/ODM and Branded Companies, Third Party Service Providers and other organizations involved in Reverse Logistics. Four categories of news include: Read the Press, Money Talks, Industry Events and Technology Spotlight. News covers all areas of RL including Aftermarket Service, Warranty Management, Asset Disposition, FieldService, Remarketing, Data Destruction, Regulatory Requirements and e-Waste disposal, just to name a few. Sign up today http://www.reverselogisticstrends.com/newsletter.php www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 35 análise e testes para o processo de retorno para identificar materiais e componentes que não sejam apenas NTF mas que obedeçam rigorosas especificações do fabricante, os materiais podem ser inteligentemente reintroduzido ao serviço da cadeia de abastecimento e gerar importantes economias de custos. Parceiro para a cadeia reversa de abastecimento que vai oferecer ao prestador de serviços uma verdadeira estratégia, a metodologia e instrumentos para executar tal programa. Isso permitirá que o prestador de serviços se concentre nas suas áreas específicas de competência própria. E um programa de estratégia de reatribuição de bens irá abordar e ajudar a mitigar os riscos associados com o carregamento excesso de inventãrio. De modo geral, os principais benefícios realizados são provenientes do dinheiro poupado na redução dos níveis de inventãrio de reservas para serviço, enquanto mantendo níveis de satisfação do cliente, e reduzindo os custos de reciclagem e liberando rendas que já não é necessária para obter novos componentes. RLM: Agora, para estratégias mais específicas sobre optimização de inventãrio. Quais são as ofertas de uma do processo de optimização do inventãrio total da cadeia de abastecimento especialista? empresa. Em reservas de serviço, a necessidade de OB: Inventãrio optimizado é a prática de tomar dados cumprir de serviço, inventãrio e requesitos de compra chaves e analizá-los para garantir que a quantidade certa de último-tempo tem inflado os níveis de inventãrios. de inventãrio esteja disponível nos seus devidos lugares O planejamento de tendência pode reduzir a pressão de no momento certo. Isso depende da presença de um carregar inventãrios excessivos e pode eliminar o risco sistema de planejamento de tendência eficiente. Medidas de requisitos de compras de última hora. é também um fator chave. Medidas frequentes permitem Entre outras coisas, o planejamento de tendência pode prover o ambiente de reservas de serviço com entregas práticas a tempo, visão compenetrada do mercado e técnicas inteligentes de obtenção de componente de inventãrio. que estes dados chaves sejam constantemente avaliados e ajustados. Otimizando inventários excedentes através de um parceiro da cadeia de abastecimento para um programa de reatribuição de bens, o peso da responsabilidade RLM: Quais técnicas inteligentes de obtenção é do inventãrio é retirado das empresas de tecnologia e transferidos para especialistas reverter a cadeia recomendada para as reservas de serviço? de abastecimento usando estratégias para gestão do OB: A obtenção inteligente começa por analisar inventãrio. canais alternativos na cadeia de suprimentos que são muitas vezes negligenciadas. Por exemplo, a cadeia de RLM: Quais serviços específicos terão impacto no abastecimento reversa vem recebendo com frequencia lucro final? materiais plenamente funcionais de volta para suas OB: Penso que existem três estratégias de optimização facilidades, produtos retornados por consumidores e que se destacam em particular por seu impacto sobre o depósitos de serviços de retornos. A nossa experiência lucro final. Em primeiro lugar é identificação do produto tem sido que um percentual significativo de tais materiais – classificação, testes e restauração. Em Segundo é a ou componentes são encontrados na categoria “defeito reconciliação e reportagem, e por último é a satisfação não encontrado” (NTF) e estão em boa condição de inversa. trabalho. De forma a introduzir um rigoroso processo de 36 Reverse Logistics Magazine • Edition 65 www.RLmagazine.com RLM: Poderá nos dar um resume de cada um ? soluções em reversa da Converge tem crescido em um novo segmento focante estritamente em soluções de logística reversa. Sobretudo, a ReSolver oferece gestão de logística reversa para as empresas de todo o mundo induzidas por tecnologia, oferencendo serviço para poupar preocupações de inventãrio, gestão de produtos devolvidos, e a inteligente redisposição de bens. OB: Certamente. Identificação de produto contribui para definir a qualidade e restrições dos produtos, que informa as tarefas necessárias para maximizar o valor do produto por meio de testes e renovação de certificados as normas ODM ou OEM . Reconciliação e informação são importantes porque dá aos especialistas a capacidade de conciliar os produtos em qualquer fase do ciclo de vida, RLM: Muito obrigado pelo seu tempo! graças a relatórios de tempo real. Por último, satisfação inversa traz excessos de inventãrio ou retorno de clientes OB: O prazer é meu! de volta a cadeia de abastecimento para reservas de Como o líder da equipe de serviços serviço. globais da ReSolve, Omur Bagci é responsável por assegurar a Na realidade, empregando qualquer uma das estratégias implementação, execução e a mencionadas. A questão de excesso de inventário irá expansão do serviços estratégicos melhorar. Estas ofertas irão ajudar organizações a reduzir ReSolve. Ele desenvolve soluções a responsabilidade de inventãrio, maximizar os ganhos e para reservas de serviço e a reduzir custos operacionais- tudo enquanto mantendo a gestão de produtos devolvidos satisfação do cliente todos. que reduzem a necessidade de RLM: Omur, sabemos que o senhor tinha formalmente excesso de inventãrio e ajuda as empresas a recuperar a Converge, a qual agora se tornou ReSolve. O que é o valor de produtos retornados. Omur previamente desenvolveu soluções para o processo reverso da cadeia ReSolve? de abastecimento sob a Converge pelos últimos 12 anos OB: Você está certo. Como uma filial de Arrow e trabalhou na Alliance Consulting Group. Omur possui Electronics, o nome Converge ganhou um novo diploma em física e experiencia em física computacional. significado. Arrow expandiu seus serviços da cadeia Omur previously developed reverse supply chain de suprimentos para acompanhar o crescimento das solutions under Converge for the past 12 years and has necessidades de seus clientes, que sob a marca Converge worked at Alliance Consulting Group. Omur holds a terão acesso ao extenso componentes electronicos e degree in physics with a background in computational serviços de distribuição que temos fornecido por mais physics. de 30 anos. Com ReSolve, a antiga divisão para fornecer Recycle a Phone, Adopt a tree. In late 2007 NEWtrees was formed as a joint initiative by WWF Indonesia, Nokia and Equinox Publishing. In that time Nokia has sponsored the planting of more than 130,000 trees in Sebangau, Rinjani and Chiliwung National Parks, Indonesia. Applying geo-tag technology using HERE maps people monitor the trees growth in an innovative way while helping re-forest these protected national parks. If you are interested in helping out with this program and are attending the RLA Conference & Expo in Singapore 2013 bring your old cell phone and donate to this wonderful cause. www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 37 Article Inventory Optimization Strategies Q&A with Omur Bagci, Director Global Services at ReSolve, a subsidiary of Arrow Electronics 12th Annual RLA Conference and Expo Las Vegas World’s Premiere Reverse Logistics Event February 2015 by Omur Bagci Article in Portuguese on page 34 As a leader in the reverse supply chain industry, Omur Bagci is an expert on risk mitigation and helps manufacturers and retailers maximize reward within the supply chain. Specifically, he has decades of experience in how companies can optimize spare parts inventory for service supply and for product returns and repairs. In this interview, Omur Bagci will discuss how inventory risk management and use of lean principles can reduce the risk of overstock and optimize service spares management. OB: Traditionally, to avoid facing inventory shortfalls and ultimately unhappy customers, technology manufacturers usually find themselves erring on the side of caution by keeping an ample amount of service spares inventory on hand. Unfortunately, this strategy time and time again leaves companies with excessive inventory positions that are just not needed once warranty support for a particular platform is no longer required. The situation often ends with the need to liquidate unused inventory at great discounts in the open market. This is a risky proposition for many reasons, the obvious one being RLM: Omur, an increasing number of companies that liquidation of excess inventory at steep discounts is seem to be employing asset reallocation strategies. causing the company to incur unnecessary losses to its Why is managing the supply chain such an issue for bottom line when the inventory was not needed in the first technology manufacturers? place. ReSolve recommends adopting a customized lean planning methodology OB: The service supply to address this issue. chain is complex and often confusing. RLM: So the first step Typically, an OEM is lean planning. What does not have the does this involve, and proper, dedicated how does it relate to resources needed to service spares? streamline the overall process. ForwardOB: Instead of a looking companies traditional planning are realizing the value system that takes that can be captured long-term inventory with new or increased positions, lean planning efficiencies added to is the practice of focusing processes currently in on the operations that place. This untapped create value for the value will result in end consumer only. It greater customer satisfaction levels, cost avoidance is a practice that is based on continuous flow principles opportunities and increased revenues. The inefficiencies and economies of scale. The purpose of this flow is to within the reverse supply chain alone are costing some ensure that parts moving through the supply chain are technology manufacturers millions of dollars each year. shifting when and where they are needed. The result is Most OEMs just don’t have the bandwidth to develop a streamlined service supply chain and more efficient and execute best practices to optimize the reverse supply integration of the inventory optimization process within chain. the overall company. In service spares, the necessity to meet service, inventory and last-time buy requirements RLM: We understand that the management of service has inflated inventory levels. Lean planning can reduce spares inventory is a constant struggle. What is the most the pressure to carry excess inventory and can eliminate common pitfall OEMs face in managing service spares? the risk of last-time buy requirements. 38 Reverse Logistics Magazine • Edition 65 www.RLmagazine.com Hundreds of Reverse Logistics Professionals will be Represented as Speakers, Sponsors, Exhibitors, and Attendees Make plans now to join us for the 12th Annual Reverse Logistics Conference and Expo in February 2015 at the Rio Hotel and Casino. Monday offers pre-conference workshops with our RLA Charity Golf Tournament. Tuesday adds more workshops along with industry reports and then in the evening, our Awards Gala. Wednesday opens with the keynote address followed by sessions presented by Reverse Logistics professionals, leading academics, and industry leaders. The Expo where 3PSPs will showcase their RL services and solutions. If you are a Reverse Logistics professional – don’t miss this event! www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 39 such a program. This will allow the service provider to focus on its own particular areas of expertise. And a strategic asset reallocation program will address and help mitigate the risks associated with carrying excess inventory. Overall, the major benefits realized come from the money saved by reducing service spares inventory levels while maintaining customer satisfaction levels, reducing recycling costs and freeing up revenue that is no longer needed to procure new parts. RLM: Now, on to more specific inventory optimization strategies. What are the offerings of a supply chain specialist? OB: Optimized inventory is the practice of taking key data points and analyzing them to ensure that just the right amount of inventory is available in the right places at the right time. It depends on the presence of an efficient lean planning system. Measurement is also a key factor. Frequent measurement allows for these data points to be constantly evaluated and adjusted. issue. These offerings will help organizations to reduce RLM: Thank you for your time! inventory liability, maximize revenue and reduce operational costs – all while maintaining customer OB: My Pleasure. satisfaction. As the leader of the ReSolve global services team, Omur Bagci RLM: Omur, we know you were formerly Converge, is responsible for ensuring the which has now become ReSolve. What is ReSolve? implementation, execution and expansion of ReSolve’s strategic OB: You’re right. As a subsidiary of Arrow Electronics, service offerings. He develops the Converge name has taken on a new meaning. Arrow customer solutions for service has expanded its supply chain services to meet the spares and product returns growing needs of customers, and under the Converge management that reduce the brand will have access to the extensive electronic components distribution services it has been providing for need for excess service inventory and help companies over 30 years. With ReSolve, the former reverse supply recover value from their return products stream. Omur solutions division of Converge has grown into a new previously developed reverse supply chain solutions segment focusing strictly on reverse logistics solutions. under Converge for the past 12 years and has worked Overall, ReSolve offers reverse logistics management at Alliance Consulting Group. Omur holds a degree in for technology-driven companies around the world, physics with a background in computational physics. providing worry-free service spares inventory, product returns management, and the intelligent redeployment of assets. By optimizing excess inventory through a supply chain partner’s asset reallocation program, the burden of inventory liability is removed from technology companies and transferred to reverse supply chain Among other things, lean planning can provide the specialists that have strategies designed to address service spares environment with just-in-time delivery inventory management. practices, market insight and intelligent sourcing RLM: What specific services will impact the bottom techniques for component inventory. line? RLM: What intelligent sourcing techniques do you OB: I think that there are three optimization strategies in recommend for service spares? particular that stand out for their impact on the bottom OB: Intelligent sourcing begins by looking at alternative line. First is product identification – classification, channels often overlooked in the supply chain. For testing and refurbishment. Second is reconciliation and example, the reverse supply chain is often receiving reporting, and last is reverse fulfillment. fully functional materials back into its facilities from RLM: Can you give us a quick summary of each? consumer product returns and service depot returns. Our experience has been that a significant percentage OB: Sure. Product identification helps to define the of these materials or components within what is known product’s quality and restrictions, which informs the as “no trouble found” (NTF) are in good working tasks necessary to maximize a product’s value by condition. By introducing a rigorous testing and testing and recertifying it to ODM or OEM standards. screening process into the returns process to identify Reconciliation and reporting is important because it materials and components that not only are NTF but gives specialists the ability to reconcile products at any meet strict manufacturer specifications, the materials stage in the life cycle, thanks to real-time reports. And can be intelligently reintroduced back into the service finally, reverse fulfillment brings the excess inventory or supply chain, providing significant cost savings. customer returns back into the supply chain for service spares. To accomplish this, I recommend employing a reverse supply chain partner that will offer the service provider In reality, employing any of the strategies I’ve mentioned a proper strategy, methodology and tools to implement earlier will improve a company’s excess inventory 40 Reverse Logistics Magazine • Edition 65 www.RLmagazine.com www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 41 Article Logistica Reversa - Grupo Pao de Acucar by Felipe Ortiz, Coordenador em Logística Reversa, Grupo Pao de Acucar Article in English on page 44 embalagem (mas boas para consumo), totalizando mais de 208 toneladas de produtos doados em 2012. Estas doações são feitas para instituições da comunidade ao redor da central de distribuição Além disso, mais de 45 toneladas de produtos/ embalagens com defeito e que não podem ser doadas (como álcool, por exemplo) são leiloadas num processo No ultimo ano, nós destinamos adequadamente legalizado com um parceiro da companhia. Com este mais de 550 toneladas de todo tipo de resíduo processo, o Grupo Pão de Açúcar consegue : . Estes foram destinados para incineração , reprocessamento ou reciclagem. Desta forma, o Grupo a) Evitar impactos ambientais na disposição correta destes itens Pão de Açúcar mostra sua preocupação em gerenciar tudo o que passa pela sua cadeia (desde os fornecedores b) Evitar custos de descaracterização e destinação final até a destinação correta dos resíduos), prevenindo que c) Gerenciar renda e adicionar valor para a Logística Reversa. produtos sejam enviados de forma inapropriada para aterros, lixões, etc, que causaria um impacto ambiental - “Nós conseguimos 52% de redução no nosso inventário irreparável. de produtos não inapropriados em São Paulo- o que Cada central de distribuição, faz doações de gerou mais de $ 2.5 milhões em 2012) aproximadamente 300 ítens com pequenos defeitos na A Logística Reversa do Grupo Pão de Açúcar, pensa cada vez mais na disposição final apropriada de seus produtos e resíduos de forma que estejamos preparados à todas as obrigações da PNRS ( Política Nacional de Resíduos Sólidos) e também para adicionarmos valor à nossa cadeia reversa. Felipe também salienta que , apesar de obter resultados bons, trocas estão sendo feitas e a compania vai focar e intensificar seu trabalho em 2013 - “Nós já temos projetos em ação para termos o sucesso que temos em São Paulo em outras regiões” , ele disse. O Coordenador do grupo, Felipe Ortiz informa que a efetividade destas ações devem ser evidenciadas quando se olha para o estoque de produtos que não podem ser vendidos. 5 anos de sua carreira são dedicados à Logística Revesa. Ele é responsável pela Logística Reversa do Grupo Pão de Açúcar no tratamento de itens de mercado e merceraria e também no gerenciamento logístico de equipamentos da cadeia logística / logística reversa. Felipe Ortiz é formado em Logística de Armazenagem e Distribuição e possui MBA em Gerenciamento de Negócios . Ele tem 7 anos de experiência no varejo e supply chain, passando pelas áreas de Administração Logística e Transportes. 42 Reverse Logistics Magazine • Edition 65 www.RLmagazine.com www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 43 Article Reverse Logistics - Grupo Pao de Acucar by Felipe Ortiz, Coordenador em Logística Reversa, Grupo Pao de Acucar RL Solutions – We help connect YOU to solutions for. . . Article in Portuguese on page 42 The Reverse Logistics Group Grupo Pao de Acucar is consolidating more and more regarding the proper disposal of products and wastes in order to prepare themselves to meet all obligations under PNRS (National Policy on Solid Waste) and add more value to reverse chain. Some figures of 2012, related toactions performed only for grocery items (underexplored therefore the focus of the market has been the electronics) and exclusively in the state of São Paulo, show a bit of this movement that, according to the company, tends to intensified more and more. Only the central distribution of the category in question, made donations of approximately 300 items with small In the latter year were adequately designed more than faults packaging (but fit for consumption), totaling 550 tons of this type of product / residue - that were more than 208 tons of donated products in 2012. destined for incineration or co-processing. These donations are made to institutions that are in the community around the distribution. Thus, Grupo Pao de Acucar shows the concern in managing the fate of everything that passes through In addition, more than 45 tonnes of packaging products the chain, preventing products from being sent with faults, but that can not be donated (like alcohol, inappropriately to dumps, landfills, etc.., And causing for example) were auctioned through a formal process environmental impacts that may be irreparable. with a partner company. With this process, Grupo Pao de Acucar managed: · 3PSP Services · Consultants · Facilities with RL Infrastructure · Research · Mergers & Acquisitions · Internship Programs · Industry Jobs 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. RL Solutions – It’s Confidential and FREE. For more information visit RL Solutions at www.RLA.org RL Solutions 44 Reverse Logistics Magazine • Edition 65 www.RLmagazine.com www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 45 reached more than $ 2.5 million in 2012). Felipe also highlights that despite the already impressive results, shares are being matured and the company has focused on intensifying the work still in 2013 - “We already have projects underway to roll-out the processes that we have succeeded in SP for other regional, “he said. a) avoid environmental impacts to the disposal of these items, b) avoid the costs mischaracterization / destination c) generate revenue and add value to the reverse process. Reverse Logistics Coordinator of the group, Felipe Ortiz said that the effectiveness of these actions as may be evidenced when looking at the stock of unserviceable products (not fit for sale) Company - “We have achieved a 52% reduction of our product inventory unserviceable for this category in SP - which What is the Reverse Logistics Association? Felipe Ortiz graduated in Business Logistics Warehousing and Distribution and graduate with MBA - Executive Business Management at National Graduate Institute. He has seven years experience in retail / supply chain, passing through Transportation and Logistics Adm., and five-year career dedicated to the Reverse Logistics. He is responsible for reverse logistics at Grupo Pao de Acucar, involving the treatment of grocery items and general merchandise, as well as the management of logistical equipment throughout the chain. u To view this video without iTunes: Industry Events http://www.youtube.com/watch?v=ImqPO4r5XF4 RLA Conference & Expo: São Paulo 2014 September 16-18, 2014 Reverse Logistics Workshops: 2015 International CES January 8, 2015 RLA Conference & Expo: Mumbai 2014 December 10-12, 2014 RLA Conference & Expo: Las Vegas 2015 February 2-5, 2015 2015 International CES January 6-9, 2015 Europe - Amsterdam June 14-16, 2015 46 Reverse Logistics Magazine • Edition 65 www.RLmagazine.com At this year’s RLA Conference & Expo in Las Vegas you may have noticed a television crew roaming around. The crew was there to capture response to the conference and make a video that displayed the essence of the Reverse Logistics Association. They were also filming segments for a new video series in RL Digital magazine called RLA Rewound. As you view it, you may see some familiar faces. A big thank you to everyone who took time out from their busy conference schedule to stop and talk with our reporter. We hope you will share the video with friends and colleagues as you introduce them to the association and explain what we do 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.RLmagazine.com • www.RLAshows.org • www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 47 Article Reverse Logistics in E-Commerce: A Framework to Set up A Program for your Online Store, Part 2 of 2 by Adam Robinson of Cerasis This article concludes the two part series on setting up an e-commerce reverse logistics framework strategy so that when, as a manufacturer or distributor, you are going about perfecting or just setting up your products to sell directly to the end customer via an e-commerce channel through your website’s shopping cart, you are prepared for the inevitability of returns. In e-commerce, setting up and planning on reverse logistics in e-commerce is undoubtedly a requirement. You could either go about fine tuning and perfecting your e-commerce logistics yourself, but it is highly recommended to seek out experts who have experience in not only effective logistics technology with e-commerce offerings for your freight and logistics, but also years of experience in setting up logistics management, including reverse logistics. This is where many who are now shipping products used to the traditional flow of logistics vs. the reverse logistics in e-commerce that occurs with introducing an online shopping experience for customers, drop the ball. Often, once a freight shipper starts doing e-commerce logistics, they have a need to consider reverse logistics for the first time. By incorporating new strategies to optimize this process, shippers can increase customer retention and add new revenue streams to the direct business beyond the traditional brick and mortar channel. Here are some key metrics to support the reverse logistics in e-commerce business case: • 85% of customers say they will stop buying from a business if the returns process is a hassle (Harris Interactive) • 95% of customers say that they will likely shop with a catalog or business again if the online returns process is convenient (Harris Interactive) Reverse Logistics in E-Commerce is No • 40% of shoppers don’t buy online due to returns Longer a HOPE to have but a NEED to Have difficulty (Jupiter Research) It’s no secret that a positive experience delivered to • Customers who have their complaint resolved a customer determines whether that customer will quickly have a re-purchase intention rate of 82% come back. This is true in pretty much any industry, (McKinsey) but especially true in manufacturing and distribution where collaborative relationships between suppliers The Conclusion of the Framework to Set up and customers in a B2B setting are vital for long term Reverse Logistics in E-Commerce Strategy success. Reverse logistics in e-commerce are an inevitable fact of Shippers who have set up online shopping carts must online retail. As the depth of online product categories enhance the user experience prior to pressing the “buy” became apparent in the last three years, the importance button but also focus on the post-purchase site experience of setting up a reverse logistics process as part of your to keep customer retention metrics at satisfactory levels. e-commerce logistics strategy increases as well. Provide a bad returns experience and you undoubtedly reduce 48 Reverse Logistics Magazine • Edition 65 www.RLmagazine.com the chance of a customer coming back for a repeat 1. The assembly line processing breaks down, since purchase. Let’s continue the rest of the various elements valuable time is wasted trying to special handle one item, which slows down processing for the entire you must explore when setting up the reverse logistics team and often leads to a backlog part of your e-commerce strategy. Yesterday we spoke 2. Items that need to be specially handled get set aside about returns policy and preparation. and delayed even further Receiving 3. Customers will call for status updates. This creates Processing returned packages is a very challenging task. more problems since someone must spend valuable The key purpose for a detailed receiving process is to issue time handling the trace requests to track down the credits or permit product exchange. The key challenge goods and issue the credit. is proper identification to ensure proper matching to the original order. Since customers are managing their own Poor processes lead to backlogs and a stressful working returns, there is considerable variation in the labeling environment for your Receiving team. Good processes and contents. lead to fast turnaround times, fast credits and happy customers. Your receiving team needs to inspect and validate: 1. 2. 3. 4. Who has returned the freight? What goods have been received? The condition of the freight Does the freight match the original purchase? Issue Credit or Ship an Exchange Item Once the freight has been received and validated by the receiving team, a credit can be issued or an exchange can be shipped. Issuing credits can be very costly to your company if not performed well. Care must be taken to ensure your receiving team is properly matching the original items purchased, with the actual items returned. Since many shippers who have employed e-Commerce strategies have big gaps in their receiving processes, items often The impact of good Return instructions is clearly go missing. As a result, the customer service people at noticeable at this stage in the reverse logistics in are often instructed to issue un-validated credits upon e-commerce process. But despite the best efforts of customer request because they have no way of verifying your company, many customers will not follow the if the customer really did return their freight. instructions, resulting in difficulties in identification and Good receiving and credit processes can significantly matching to issue a prompt credit. This of course leads reduce the workload for your customer service personnel to unhappy customers (even though it was caused by who handle the status update calls and emails from their inability to follow simple directions). customers looking for their credits. Receiving is a labor intensive process. Many companies set up an “assembly line” for their team to quickly and efficiently process these inbound items. Considerable skills and training are often required in the areas of product identification and product handling rules. Your return processes need to accommodate all possible exceptions quickly and effectively. The Receiving process of reverse logistics in e-commerce is full of exceptions and returned items that do not fit the standard rule set. If these exceptions are not handled quickly and effectively your receiving team has three problems: Inspection and Sorting for Reverse Logistics in E-Commerce The main purpose of inspection and sorting is to stream the returned items to the path of highest selling price or recovery value. This process is often combined or is attached to the receiving process since it is a logical next step while the inbound goods are being handled. At this stage, the customer goods have been received and their credits have been processed and satisfied. Now it is time to satisfy your corporate needs. This is best done by recovering the highest value possible from the returned goods. www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 49 vendor where they were purchased for credit or exchange • Disposition – items that have value, but will not be re-sold at the e-Commerce site • Scrap – damaged or obsolete goods Asset Recovery Even though the customer did not want keep the goods, these returned items need to be viewed as “assets”. An asset has value and can be sold. The challenge is to find or recover the highest value for each item. In order to recover the highest value, these returned “assets” are often handled as follows: Training and product knowledge are often important for the inspection and sorting process. It is a labor intensive process. The better your team understands the products, the faster they can make decisions on how to process the products and the greater the likelihood of them capturing a higher recovery for that item. Processing the returned items is often set up in an assembly line format to enable easy separation of the product as it flows to the next stage. Processing is very dependent on the type of products being handled. Depending on the volumes you need to handle, several stages may be required to streamline the processing. Often similar products or items requiring similar processing are physically streamed and consolidated until there is enough volume to move it to the next stage (i.e. when a pallet is full). Sometimes tests or test equipment is used to determine how to stream an item. • Restock – little loss of value if processed quickly and the product is still current • Repackaging for sale – open box goods in “as new” condition can often be sold in a “clearance” area of your e-Commerce site or moved to a local “bricks and mortar” branch. These “B” goods are often sold for slightly less than retail, but often higher than original cost. This is often the best channel for these goods since handling is minimized, and turnaround time is quicker. • Return to Vendor – defective goods, warranty issues or vendor agreements often allow for return of goods. This channel often means you will recover full cost of the items, but the cost of handling must be considered. For instance if the goods are not defective, it may be more prudent to sell the goods for cost plus a margin on your site. • Disposition – Freight that you do not wish to resell on your site, often still hold considerable value. A number of great disposition sources and services now exist for just about any products in any condition. • Scrap – almost nothing is scrap anymore. If you have a lot of it, someone is usually willing to buy it from you. Each returned item if often given a unique identification tag for tracing and gather statistics on processing and disposition. Careful attention to rapidly processing, sorting and resale of your returned “assets” is one of the best opportunities Products can be streamed according to their final for profit in your reverse logistics in e-commerce destination, such as: operations. • Restock – unopened boxes can go straight back to Outsourcing your Reverse Logistics and new inventory • Repackaging for sale – open box goods in “as new” E-Commerce Logistics condition that can be resold on the e-Commerce site Many shippers do not view the handling and processing • Return to Vendor – to be returned to the original of reverse logistics in e-commerce or reverse logistics 50 Reverse Logistics Magazine • Edition 65 www.RLmagazine.com in general, as a core competency. A number of companies have outsourced partners in one or more of the key Reverse Logistics areas such as transportation management, returned goods processing, e-commerce logistics technology, and services such as freight claims, accounting, and carrier relations. It is highly likely that your company has significant challenges in this area. Do not be afraid, you are not alone. (They do not even teach courses on Reverse Logistics in school yet). This is a “New Frontier” and should be viewed as an excellent opportunity to improve your corporate profitability. It is important to understand the processes you need before you outsource, so you can define what needs to be done, how it needs to be done and how to measure success so you are able to effectively choose which partner can best fit your needs. Use our handy 3PL checklist to understand your needs as a shipper. Adam Robinson oversees the overall marketing strategy for Cerasis including website development, social media and content marketing, trade show marketing, email campaigns, and webinar marketing. Mr. Robinson works with the business development department to create messaging that attracts the right decision makers, gaining inbound leads and increasing brand awareness all while shortening sales cycles, the time it takes to gain sales appointments and set proper sales and execution expectations. “Returning” to Profitability Reverse Logistics in e-commerce is a newly emerging area that is just starting to get the attention of senior management and shipper executives who are looking at or have already implemented an e-commerce channel. PRODUCT LIFE CYCLE Supply Chain AfterMarket Supply Chain FORWARD LOGISTICS New Product Development • Design Development • Technology Roadmaps • ASIC Development • Mechanical Design • PCB Layout • Prototyping • New Product Introduction Material Management • Vendor Relations • Planning • Procurement • Inventory Planning • Component Fabrication www.RLmagazine.com REVERSE LOGISTICS E N Manufacturing & D AfterMarket Customer Service Distribution U S E • Customer Service (helpdesk) • PCB Assembly R • Depot Repair/ReMan • Box Assembly • • Service Logistics (Field Service) • Volume • Transportation/Warehousing R Manufacturing E • Spare Parts Management • Integration T • RMA Management • Configuration A • Replacement Management I • Final Testing • Refurbishment L • Distribution to E • Screening/Count Auditing Customer R • End-of-life Manufacturing S • Remanufacturing • Customer • • Fulfillment Services • Fulfilment R • IT Process Management Transportation E • Recycling S E • Scrap/Waste Management L • Gray/B Channel Management L • Warranty Management E • Asset Management R • Sustainability Edition S 65 • Reverse Logistics Magazine 51 • Environmental Resources Article 8 Questions You Should Ask About Support before Buying Field Service Management Software by Leah Merrill 2. Are there any extra charges for the support? Oftentimes certain types of support are free and included in the package that you purchase, but sometimes you have to pay extra for the support. Find out what is free and what you have to pay extra for, otherwise you could get hit with big support costs. This is why you need to make sure you know exactly what you’ll be getting. 7. What kind of support is available online? 3. Is live support an option? Having your software provider come onsite for live assistance and training can bring you huge benefits, like more personalized assistance, clearer explanations, and a more hands-on approach. If this is important to you, make sure you find out if this is possible for the software vendor that you choose. If you are a field service business, you know how crucial good customer service is to your company. You expect good customer support in the same way that your customers expect good service from you. When you’re looking for a field service management software system, the vendor that you choose should be the same—they should be able to deliver high levels of support, because that’s what you need to run an effective business. come onsite to help you out if need be. Often software companies will travel for onsite training, but they may charge extra for the travel costs—this means that the closer your vendor is, the cheaper the overall cost will be. 6. How long does it take on average to respond to issues? But is it even possible to determine whether or not the software company can provide the type of customer support that you need if you haven’t purchased the system yet? As you’re narrowing down the list of potential software vendors, here are some must-ask questions to find out if their customer support will live 4. What are the operating hours? For your business, it’s crucial you receive immediate up to your expectations: assistance whenever there’s a problem, so it might not 1. What type of support do you get when you work if you go with a system that only has support between certain hours. Identify how strong your need purchase the software (phone, email, etc.)? Lots of solutions offer all different types of support: is for 24 hour support, and then do your research to find phone, email, online training, onsite training, online out if the systems you’re looking at can meet that need. Reverse Logistics Magazine • Edition 65 www.RLmagazine.com 8. Is a designated support representative assigned to each customer? Find out if you will have one point of contact for customer support who will manage your account and help you with all of your issues, or if you just submit a support ticket and it is taken care of by any person on their support team. Often it is preferable to have the same person managing your account, as they will be familiar with your past issues and questions and have knowledge of your support history, which translates into more efficient service. If you have an urgent time sensitive issue, you need to know that the support team is on it and there is a quick turnaround. Do some research and ask the vendor how long it takes them to resolve problems. If their average turnaround time is too long, you might want to look at a Know of any more questions to ask vendors about different solution. support? Add them in the comments below! Leah Merrill is a Software Analyst for Capterra, where she specializes in helping field service professionals find field service management software. When she’s not helping businesses find the right software on the Capterra Field Service Management Blog, you’ll find her reading, writing, and spending time with her family and friends. Follow Capterra for field service management news on Twitter @CapterraFSM. chat, and customer support forums. Some solutions 5. Where is the support team located? offer all of these; some only offer a few, so make sure See if the system you choose has a support team that is you know what type of support is available to you. close by, as having a support team that is close to you means they are in the same time zone, and that they can 52 Sometimes you just need to look something up quickly and do a bit of research without having to contact a customer support representative. Many vendors have FAQ pages, customer forums, and help desk chat options where customers can post issues, feedback, and answers to questions. www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 53 RLA Membership Network with the World of Reverse Logistics With an RLA Membership You Can: • Learn Best Practices – Download Conference Presentations • Make Valuable Connections • Search for new Vendors/Partners CONFIDENTIALLY • 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 Our Newest Members Platinum Members Gold Members Silver Members 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 RLa Webinars are hosted and run by each industry committee. Returning Thoughts How to do a Quick Review of your Reverse Logistics Software Systems by Paul Rupnow Are your Reverse Logistics Software systems meeting the needs of your company and your customers? Here is a quick review list of some key questions that can help you understand if your systems are helping you capture some of the key opportunities provided by “Best Practice” Reverse Logistics software systems. This quick review will help you establish some of your key needs and help you understand: a.) What you need to help you process and manage your returns and b.) The ability of your current systems to help you meet your goals and take advantage of your Reverse Logistics improvement opportunities. Logistics systems. Many of the key opportunities in Reverse Logistics revolve around: Webinars are FREE and available to anyone who registers for the event. These Webinars are held monthly for each Industry Committee. They are 20-30 minute presentations given by a professional in that Industry, and then the opportunity is opened up to webinar attendees to ask Questions and share information relevant to the given topic. COMMITTEE Dr. John Ryan Ryan Systems Returns After Christmas: Challenges and Issues Derek Palmer Transform 2. Recapture Value: For each item I receive back into my facility, am I converting it to the highest possible value on final disposition? Am I getting my items returned and processed quickly so I can resell them for their highest value? Am I capturing all the credits possible when I can return goods to my vendors? LIFE SCIENCES Life Sciences Reverse Logistics Best Practices Gailen Vick RLA New Consumer Rights Directive and its impact on Reverse Logistics Christophe Jeloschek Kennedy Van der Laan Better, Faster Returns Processing & Data Collection Part 2 Roger Levi Intel Bhavani Prakash Eco Walk the Talk EUROPE SOFTWARE SOLUTIONS APAC Impactos da LRS (Lei de Resíduos Sólidos) Nos Processos Operacionais Orlando Cattini Junior FGV WIRELESS TELECOMMUNICATIONS Rechargeable Battery Handling and Transportation: What Wireless Companies Need to Know Angelika Kluna CLi360, Inc. What is the state of reverse logistics in Africa? Craig Plowden Revlogs (Pty) Ltd Tom Burnam Western Digital Tony Sciarrotta Reverse It Sales & Consulting CONSUMER PRODUCTS www.RLmagazine.com Major Trends in Sustainability and What They Mean BRASIL DATA STORAGE Edition 65 Developing Standards for Food Safety and Quality during Transportation Processes RETAILERS AFRICA • COMPANY STANDARDS 3. Valid and Entitled: Are all the items I am processing It is helpful to first establish “what are my goals” or to entitled to a warranty or credit? Are all warranties list “where do I feel the opportunities are to generate valid? Am I ensuring all credits are valid and income, reduce costs and free up capital/cash or provided matched to receipts? better customer service” within your existing Reverse Reverse Logistics Magazine CHAIRMPERSON 1. Customer Service: Can I service my customers faster? Do my customers have full visibility of their return process? Reverse Logistics Goals and Opportunities 56 TOPIC www.RLmagazine.com Secondary Market for Drives Finance is from Mars and Reverse Logistics is from Venus “How we can talk to each other” Edition 65 • Reverse Logistics Magazine 57 4. Reduce Inventory: Can I minimize inventory levels of: 1. Items I am waiting to receive, 2. Items I have received (Work in Process) 3. Items I have finished processing (Finished Goods), 4. Replacement Stock, 5. Repair Parts Inventory. Can I speed my Inventory Turn time? Can I avoid purchase of new goods for replacement units or parts? Can your business team setup, manage and monitor you with the tools you need to manage your Returns? complex workflows specific to each item or family of Are they adequate? goods you need to handle? Can your system alert you of issues? Can you set up your own alerts? Do you have real time visibility of each item as it is processed through all stages of your system (including the time it is processed at partner sites)? Do you have the ability to bind together all the data from your partners in real time? Do your customers have real time visibility of their returns? Can you make delivery time promises? Do you have the visibility and capability to resolve issues immediately? 5. Reduce Processing Costs: Are there opportunities to reduce my processing costs? Am I ensuring that by reducing my processing costs, I am not reducing my ability to achieve higher recapture or full vendor credits? Do you have detailed and reliable data collection at time of receiving? Can you setup special data capture, processes and workflows for each item you receive? Does your system provide you with the opportunity to create optimal 6. Plan: Before an item arrives at your facility, do you workflow to collect data, reduce labor, determine know exactly what plan you have to process that unit disposition, speed conversion and recapture the highest to achieve and recover the highest value, regardless value for each item you receive? of what condition it is in when it arrives? Is it quick and easy to train your users and partners? 7. Visibility: Can you see exactly the state, status and plan of any given unit in your Reverse Logistics process, even when it is being processed at one of your partners? • Edition 65 Is your system strong on customer satisfaction, but not strong on “corporate satisfaction” areas, such as processing the item at and after receiving to optimize value recapture of the returned goods? Do you spend a great deal of time creating excel spreadsheets? Do you spend a great deal of time reconciling data? www.ReverseLogisticsProfessional.com Can your business users create instant, relevant reports? Paul Rupnow - Director, Reverse Logistics Systems, Andlor Is it easy to integrate, capture, share or provide your Logistics Systems Inc. partners with data? Editor - Reverse Logistics Professional Report Business Do you have to rely on your partners system to provide Insights and Strategies for Managing Product Returns This is your place to post jobs* within the Reverse Logistics Industry. Best Practice Reverse Logistics software systems work in conjunction with your ERP and your partners systems. In addition to helping achieve some of your goals above, a specialized Reverse Logistics software system can provide you with “Out of the Box” functionality to help you fill some of the process gaps, managing gaps or missing functionality to enhance or tie together the loose ends in your system. Some of the questions below will help you to identify opportunities: Reverse Logistics Magazine The questions above should help you perform a quick review and assessment of your current Reverse Logistics software system and help you identify opportunities to improve your system or assess a specialized Reverse When you need to change processes or workflow or Logistics software system that can help your company rules, do you have to wait for programmers to complete save money and achieve higher recovery values on your the changes? returned assets. RL Careers Quick Review Questions for Your Current Reverse Logistics Software Systems 58 Can you monitor states, workflow and costs of each item from time of request, through the receiving, triage, repair or refurbishment process and conversion to a finished good for resale? 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. www.RLmagazine.com www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 59 feature Article 11th Annual APAC RLA Conference & Expo Mumbai, India – December 10-12, 2014 Reverse Logistics Talk Project evaluators that need to contemplate governmental influences as they consider project assets, capabilities, and constraints and how it factors into a reverse logistics program. by Jennifer Bilodeau Project evaluators have a critical role in the planning phase of any project to develop the key objectives, scope of work, identify the functions and methods on continuous evaluation throughout the project. This will help the project manager to maintain accountability as well as forming the basis of a knowledge center to avoid weaknesses or mistakes identify key stakeholders and roles within the project in addition to planning and scheduling workload. Project evaluation beyond the Governmental influences enter into nearly every project and can impact decisions. Consider that XYZ Corporation believes a team building event away from the office would increase overall employee satisfaction and productivity. Consider choice of location may be at a beach. Governmental influences to consider might be hours of operation, prohibiting alcohol, prohibiting open flames for grilling, and other regulations. Where the government has no direct impact on the corporate event, the regulations surrounding the use of the public space will ultimately affect the event. It is important for government regulators to examine the laws implemented to ensure compliance otherwise their might be significant consequences. Private business will not always act in the socially responsible way, especially if it may reduce profits and cause them to appear inept by shareholders seeking profits. In the financial sector, government consistently kept a database of consumer complaints regarding a wide range of unfair banking practices; however, the government would not If you are a Reverse Logistics professional – don’t miss this event! For more information and complete details, visit www.RLAShows.com. Attendees may register online for Workshops and the Conference and even book flights and hotel. Exhibitor space is available for purchase as well. RLA’s APAC Committee to present three days of Reverse Logistics. Starting on Wednesday, December 10, with RLA Workshops and continuing to Thursday and Friday, December 11-12 with sessions and exhibition. A wide range of leading regional and global Reverse Logistics companies are in attendance from repair/ refurbishing to recycling/e-waste and transportation logistics. planning phase should be conducted at critical mile stones and could be completed by either internal or external sources to ensure the project is being completed on time and on budget. Evaluators weigh the financial gains or losses, as well as managing project costs throughout the program will be looking at the amount of time that will lapse before the benefits of the investment are achieved. Evaluators examine “payback periods, cash flow, and cost of any debt incurred, taxes, direct quantifiable expenses, indirect expenses, and unquantifiable costs” (Irizani, 2010). 60 Reverse Logistics Magazine • Edition 65 Be sure to visit the Exhibition Hall where ODMs and OEMs 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 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. www.RLmagazine.com www.RLmagazine.com Edition 65 • Reverse Logistics Magazine 61 us globally. Ultimately, it is “not just government that influences the way business is conducted but private business influences government policy” (Layard & Glaister, 1994. P. 101). enforce existing laws. Many consumer complaints were “overlooked” because they were not well constructed, or considered to be insignificant. When banks were fined for violating laws, the penalties were outdated and considered insignificant in private business in comparison to the earnings resulting from questionable practices. The government failed consumers by allowing poor business decisions by the financial industry to continue, and left it up to the individual consumer to initiate a lawsuit against the businesses for financial predatory practices. Most of the individuals victimized did not have the financial means to hire an attorney, did not understand their rights, became frustrated deciphering which agency handled various issues, did not have an understanding of the courts system, and did not have the time to launch this type of battle. The government negatively influenced the way banks were doing business. The banks determined the probability of the number of consumers pursuing litigation and the costs associated with defending suits and paying fines. If the profit margin was significant enough, the “legal fees and Federal fines were considered a standard expense of doing business” (Wytch, 2007). Another side of the financial collapse was the way high priced lobbyists, hired by the financial industry were selected based on their relationships and influences they had with policy makers and regulatory agencies. Lobbyists mold the regulatory system in favor of business at the expense of the consumer. Layard and Glaister provide an example of how governments often do not appear to be “thinking sensibly” but giving into pressures by various interest groups (1994, p.103). Ultimately, the lack of enforcement on consumer abuses led to the collapse of the economy which should be analyzed to avoid the collapse of some other critical component affecting 62 Reverse Logistics Magazine • Edition 65 When weighing the options on how to approach a reverse logistics program, government influences most commonly be related to environment, health, or safety regulations. It may be more cost efficient to outsource returns processing than to invest funds into managing assets, creating an infrastructure and buying equipment to develop capabilities to manage returns in compliance with possible laws. Government regulations will influence the design and construct of a return facility, how materials must be handled. As new risks are identified, new regulations are often established. Once operations are moving forward, evaluators must continually be on alert for changes within government policy that may affect operations. As government influences business, business influences government. It will be the project evaluators holding the ungracious task of making ethical, socially beneficial decisions, as well as voicing public opinion to adhere to and mold public policy. ADVERTISER INDEX Desmond Tutu Values.com 32 Movimat http://www.expomovimat.com.br3 NEWTrees www.rlashows.org37 RL Certifications http://www.rla.org/education.php 31 RL Connect www.RLAconnect.com 33 RL Solutions www.rlquote.com 45 RL Turn Green into Gold www.rlaconnect.com 29 RLA - Mumbai http://www.rlashows.org61 RLA Brasil http://www.rltshows.com/brazil.php 2 RLA Device Ad www.rla.org 64 RLA Las Vegas www.rltshows.com/vegas.php 39 RLA Membership http://www.rla.org/memberships.php54 RLA News Clippings http://www.reverselogisticstrends.com/newsletter.php 35 RLA - Product Life Cycle www.rla.org 51 RLA - Terminology www.rla.org/reverse-logistics.php 41 RLA Webinars http://www.rla.org/webinars.php 57 RLA Workshops www.rlashows.org 63 Utah Life Elevated www.business.utah.gov 25 What is RLA? www.rla.org 47 There is great content available in RLA workshops this year. REFERENCES Wytch, A. (2007, April 30). The collapse of the economy, whose to blame? Dig This Real. Irani, Z. (2010). Investment evaluation within project management: An information systems perspective. The Journal of the Operational Research Society, 61(6), 917-928. doi:10.1057/jors.2010.10 Layard, R., & Glaister, S. (1994). Shadow prices and markets: Feasibility constraints. In Cost benefit analysis (Fourth ed., pp. 102-109). New York, NY: Cambridge University Press. Jennifer Bilodeau, a Reverse Logistics specialist, formerly supported the Department of the Defense in day to day management of both inbound (return) and outbound distribution of goods throughout the command. She was recognized for exemplary performance throughout the base relocation effort working with internal/external stakeholders managing multiple projects assessing tangible goods for movement to new facilities, acquiring replacement items, as well as recapturing value from left behind products. In this role she oversaw reverse logistics operations including repair and warrantees, secondary markets, deconstruction and re-utilization of parts, as well as final disposition instructions. www.RLmagazine.com You’re in town for the RLA Conference & Expo, why not take advantage of your Monday and learn more about RL in an interactive classroom setting. Beginning at 9:00AM on the day prior to the conference, a registration fee of $999.99 allows you to attend any three workshops. 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.RLmagazine.com Edition 65 • Reverse Logistics Magazine Register now www.RLAshows.org 63 Get all your Reverse Logistics News whenever you need it. Available Now on iTunes and Amazon.com for your iPhone and Kindle Devices.