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Return Pool External
1. ReturnPool Your service strategy - We make it happen Reverse Logistics & Performance Management www.ReturnPool.com
2. ReturnPool B.V. ReturnPool is a solution provider specialized in the implementation and management of reverse logistics solutions, operating on a global scale for OEMs in the high-tech sector. Based on worldwide experience with leading companies in the high-tech industry, we have positioned ourselves in the gap between strategic consultancy firms and system providers. As specialist in service logistics and warranty management, ReturnPool can be your bridge between the strategic desire and operational solution. ReturnPool current operational activities are geared around operational excellence. Creating visibility, control and customer satisfaction. Services we offer to our customers include consultancy, system development, implementation management and control and operations management and support. Our offices are located in The Netherlands, Sri Lanka and Colombia.
3. OEM Monitor Manage Execute IT HUB ReturnPool Repair Centre Carrier Shop Company overview What Solutions provider Culture ‘Get it done’ CreativeNeutralDynamicFlexibleExpertiseMulti-cultural Values ReturnPool Core Values Main Activities Operations Services Change Mgmt. ReturnPool Intelligence Consultancy Systems Implementation Operations
4. Services provided help you to achieve operational excellence Consultancy: The demand on an efficient reverse supply chain is continuously growing. Ourexperienced international team is well-positioned to enable you to optimize your reverse logistics infrastructure in this rapidly changing environment. ReturnPool specialism is on process and operational consultancy. Systems: Increasingly we have recognized IT as an essential enabler to obtain efficiency in reverse logistics solutions. ReturnPool Rapid Application Development environment has proven to be the right answer to the volatile and fragmented nature of reverse logistics. Implementation: ReturnPool has successfully implemented projects in over 35 countries, ranging from standardized implementations to complex global programs requiring a true change management approach. Our approach of combining detailed process engineering with Rapid Application Development and our “get it done” mentality have proven to be an excellent enabler to obtain commitment at all levels. Operations: The diversity and positioning of the service organization within a company often leads to a need for partial or total outsourcing. ReturnPool operational activities are geared around creating visibility, control and customer satisfaction. The tasks range from post-project and customer support to invoice checking & payment services, warranty management and claim handling.
6. Reporting SP Shop Floor HMT Swap, Planning & Stock Mgmt. ICS Invoice Checking system DSS Door Step Swap ICS Invoice Checking system E-send Track & trace Issue Tracker SMT Stock Mgmt. Systems provided scope overview
7. ReturnPool Intelligence Customer needs Cost efficiency Local Global ReturnPool intelligence takes most complex market conditions and customizes an efficient solution for you Business imperatives to be addressed by a solutions provider ReturnPool solutions provided : Scalable, flexible & efficient Embrace Change Management,finding the right balance between Top-Down and Bottom Up. Business Analysis Integration, alignment of processes & classifications Manage Exception Control, ability to “commit”, stock, partners, routing. Customized systems, processes, rapid application development vs. scalability. Implementation, conceptualize the approach, document the way of working, implement & train, support. Registration & visibility of transactions, integration of the supply chain, data sharing to stake holders, escalation management, RMA’s. Customer support More demanding services levels, shorter repairs, replacement TAT. Global vs. local requirements Level of autonomy of the national (after)sales organization, quality customer service organization. Inventory ownership decisions, short versus long replacement lead time. Digital convergence Increasing product complexity Local versus centralized repair decisions, low cost production. Increased tracking and tracing requirements, product T&T, warranty tracking, RMA. Increasing complexity in the logistics solutions Stability of the supplier landscape
8. The “single product type” life cycle Euro Product Sales Price Product Manufacturing Cost OW Price of Product Repair Cost of Product Repairconcept A (eg high service focus) Cost of Product Repairconcept B (eg low cost focus) Productbeyondeconomicalrepair Quantity of Units sold In case of defective: End Production Start Production Time Repair(payable by end-user) Probably Buy New(same) Buy New (alternative) OW products Repair(payable by OEM) IW products Replace (same, alternative, alternative discounted) Solutions within a short service life-cycle * Different repair concepts can be applied in different stages of the product life cycle. * A certain product type might no longer be repaired (usually OOW) whereas a (newer) product type within the product category is still repaired. * Different repair concepts can be applied for different product categories.
9. Consulting, Systems,Operations, ImplementationFlexibility SolutionsArchitectures Management of different stakeholders Alignment of classifications Unification of Processes & procedures ReturnPool Methods ReturnPool Systems Software developmentSystem standardization ReturnPool Metrics ReportingTrack & Trace In summary, why a solution provider, why ReturnPool? Returnpool comprehensively handles the project needs of their client from concept to implementation through support. Returnpool analyzes its client's current infrastructure, evaluates the client's needs, specifies the mix of hardware and software required to meet project goals, implements and offers ongoing service and support. ReturnPool recognized advantage is the specific expertise, flexibility and rapidity to meet market/customer needs. Our achievements and commitment are supported by Nokia reverse logistics flow over the past 5 years (NMS and SLS systems). We completed a global roll out of systems and procedures through implementation and support and took an active part in the firm’s cost reduction and customer satisfaction projects.
10. Concept 1: Route defectives per SP to Repair based on Origin, Model, Symptom, Warranty Status Repair Centers Service Points Concept 2: Same as Concept 1, but consolidate flows to/from Repair Centers. Service Points only create 1 shipment Forward-HUB Service Points Repair Centers Concept 3: Same as Concept 2, with the ability to guarantee Service Levels (TAT) per Service Point Service Points Repair Centers Swap-HUB Appendix 1. Graphic solutions sample
12. FILEMAKER eg SQL ReturnPoolNetherlands & Sri Lanka ReturnPoolSri Lanka ReturnPool Netherlands Appendix 3. System modular development Life cycle per module Rapid Development: - High Level Design (Country Specific Module)- Programming- Pilot of Concept Optimization: - Operational Optimization- Detailed Module Design- Masterdata driven (For Generic Use)- Re-Programming- Generic Deployment In the house: - Platform Change (Filemaker e.g. SQL)- Programming Based on Filemaker Blueprint- Centrally Managed Masterdata - High Volume Use PHASE Java PLATAFORM GROUP INVOLVED The HMT modules (Swap Order Management, Planning Management and Stock Management) and ICS (Invoice Checking Solution) have matured towards the end of optimization phase and are about ready to be integrated in “The House”.
13. The Invoice Checking Solution (ICS) is a combination of a Service and a System, focuses on Freight Auditing and resolution of any discrepancies found in these audited invoices. The System: The ReturnPool ICS system is positioned to systematically identify any issue in the invoices received from the courier. The Service: In combination with the ICS System, we offer a full service in regards of resolving identified issues with the carrier invoices. Unlike traditional IT Houses, we go beyond the pure checking, and are positioned to chase credits, resolve fundamental rate issues and even go to invoice payment processes. Currently we check in access of 40.000 Invoice lines monthly, and we support more then 10 countries with this ICS offering. Appendix 4.1. ICS – The Solution
34. Appendix 4.5. ICS - Our Service Offerings We do offer following options in our service offering: Systems Only, whereby we will process the received invoices, match them with the agreed rates, and communicate to you the Audit results, and dispute lists if any. Systems & Service, whereby we will process the invoices, chase Credits, identify and address structural issues and create full transparency of the involved services. Full Invoice Payment Services, whereby we will receive the invoices, check them, chase credits and pay the couriers. This also can include Claims Management and Insurance Services upon demand.
