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Reverse Logistics –Make Returns
Processing the Star of Your Supply Chain
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Safe Harbor Statement
The following is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any services, material, code, or functionality, and should not be relied upon in making purchasing decisions.
The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
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Jade Global – About Us
Pune, India
San Jose, CA Boston, MA
China
Delhi, India
• Planning
• Assessment
• Strategy
• Architecture
• Requirements
• Design
• Pilots
• Training
• Prototyping
• Proof of
Concept
• Development
• Testing
• Conversion
• Maintenance/
Enhancement
• Support
Onsite
Offshore
Your Long-Term IT Services Partner for Growth
• Enterprise System Integrator
• 100+ customers for over 10 years
• Oracle Platinum Partner
• Oracle Certified Accelerate Solution Provider
• Right sized with strategic partnerships
• Experience with Global Implementations
• Global Delivery Capability – US, India and China
• Right Shore Delivery Model
• SAS 70 Type II Certified
• Proprietary Solutions
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Agenda
• Global Service Delivery Challenges
• Jade Global’s Solution
• RMA Portal
• Benefits
• Q&A
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REVERSE LOGISTICS: MAKE RETURNS THE STAR OF YOUR SUPPLY CHAIN
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Business Processes - Reverse Logistics
7
Customer Support Fulfillment
Customer Returns Bulk Defective Movement Repairs
Procurement Replenishment Disposal and Resell
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Let’s take a quick poll…
How are your logistics services currently managed
A. In HouseB. 3rd Party
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Create RMA
Order
Communicate to
3PL
RMA Status
Communicate to
CM
Logistics
Planning
Return,
Replacement
and Repair
CustomerSupport Site Call Center
3rd Party Logistics Contract Manufacturer Repair Vendor
ShippingShipping
Procure and
Network
Replenishment
Communicate to
Repair Vendor
Shipping
Manual
Manual Manual
Manual
Manual
ManualManual
Manual
Service Delivery Process Overview
Replacement
Unit Shipment
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Summary of Challenges
Higher repair & transaction
costs!
Manual and redundant processes!
Disparate systems!
Inventory inaccuracies
Missed Customer SLAs
Warranty support losses!
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Replacement
Unit Shipment
Manual
Manual
RMA StatusCreate RMA
Order
Communicate to
3PL
Communicate to
3PL
Logistics
Planning
Repair and
Return
Customer
Support Site Call Center
3rd Party Logistics Contract Manufacturer Repair Vendor
Shipping Shipping
New Buy and
Replenishment
Communicate to
Repair Vendor
Shipping
Manual
Manual
Manual
Manual
Manual
Manual
End to End
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Let’s take a quick poll…
How Automated is your RMA Process?
A. Fully Automated
B. Somewhat Automated
C. Manual
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RMA Portal
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Customer Portal Login Page
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Customer Portal Home Page
HTML Bins displaying Recent RMAs, RMAs awaiting for customer approval.
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Create Service Order
Customer Contact Information
Select Billing and Shipping addresses
Product Information
PO Number, Shipping Information
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Service Order Summary
Click on the “Place Order” button to create RMA
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Service Order Summary
Note down the Return Order number. Click on the links to print packing slip and contamination form
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RMA Receipt
Back-end automation will create
a WIP job against this repair
order after receiving.
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Service Order Status
Search RMA details
by providing RMA
number.
If required reprint packing
slip, contamination form
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Service Order – Charge Details
Approve/ Decline repair estimates
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RMA PortalWarranty
AutomationB2B
Integration
EMS/ Exception
Mgmt Solution
Alternate PartsPlanning
IntegrationRepair
AutomationEscalation
Management
Solution Components Recap
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Benefits Summary
Reduce RMA Processing Time
Enable SLA Compliance
Optimize Inventory Management &
Tracking
Orchestrate coordination
between multiple parties and systems
Manage By Exception
Increase Customer Satisfaction
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Question & Answer Session
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Contact Details
GLOBAL HEADQUARTERS
1731 Technology Drive, Suite 350
San Jose, CA 95110 | 408-899-7207
CHECK US OUT ATWWW.JADEGLOBAL.COM
FOLLOW US ON TWITTER!
#JADEGLOBALIMRAN KHAN
Principal Consultant
408-899-7243