The systematic returns management to improve customer services in reverse logistics operation
Nguyen, Ngoc (2023)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023051210319
https://urn.fi/URN:NBN:fi:amk-2023051210319
Tiivistelmä
The operations of supply chain management has been a topic of interest in the research world for many years. Especially for reverse logistics field – which is also an integral part of supply chain management in specific and in logistics world in general. Besides the large-scale operations, it is also important to pay attention to the Return Management perspective. It plays as an indispensable role in improving customer services and service level agreement.
This study analyzes the current situation at Airbus Defense & Space Oy – Repair Logistics depart- ment in terms of activities related to return data system and information management - especially database exchanged between different departments internally and externally for daily activities usage and KPIs and identifies the root causes for the inefficiencies and concentrates on these factors to improve the resources. The study will be conducted through the eye of an interaction analysis which utilizes the systematic-problem solving method. Throughout the research process, the company’s resources and operations will also be analyzed in order to support the new practice. This project’s goal is to enhance the existing processes and give a better solution in information and data management performances within the Repair Logistics department, in order to improve KPIs measurements as well as customer services.
This study analyzes the current situation at Airbus Defense & Space Oy – Repair Logistics depart- ment in terms of activities related to return data system and information management - especially database exchanged between different departments internally and externally for daily activities usage and KPIs and identifies the root causes for the inefficiencies and concentrates on these factors to improve the resources. The study will be conducted through the eye of an interaction analysis which utilizes the systematic-problem solving method. Throughout the research process, the company’s resources and operations will also be analyzed in order to support the new practice. This project’s goal is to enhance the existing processes and give a better solution in information and data management performances within the Repair Logistics department, in order to improve KPIs measurements as well as customer services.