Returhantering vid LensLogistics AB: en process- och flödesutredning för förbättringar

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Return handling is often regarded as a slow and complex process. Studies have shown that it is not unusual for a return to cost up to nine times as much as a standard outbound delivery. An efficient return handling process is therefore essential to all competitive companies dealing with logistics. This report investigates, analyzes and gives suggestions on development with the purpose to improve the return handling process at LensLogistics AB in Kista, north of Stockholm, Sweden. The study has been conducted from a deliberately practical point of view in order to suggest improvement suggestions possible to implement and thereby change the entire return handling process. In the last chapter a number of substantial positive changes at LensLogistics are shown as a direct result of this thesis which together have made changes in work methods, ERP systems as well as organization. The improvements can be summarized in the following five bullets: automatic return confirmations e-mails to consumers, elimination of inspections, custom built interface, automatic refunds and extended education of customer service agents. Finally the study has, in complement to it's non quantifiable improvements such as quality or increased customer satisfaction, capitalized the effects of the implemented improvements to a cost reduction of 40 % of the total return handling staffing costs. LensLogistics operative top management has, with information given from both staff as well as customers, identified the return handling as an area with great improvement potential when it comes to capacity, efficiency, costs reduction as well as quality. The purpose with improving the return handling is to strengthen LensLogistics position and competitive advantages as a third party logistical partner by creating an efficient process with satisfied customer...