Supply Chain Management Process Standards, Second Edition

Supply Chain Process Performance Standards

		SUGGESTED MINIMUM PROCESS STANDARD	TYPICAL BEST-PRACTICE PROCESS
5.0 RETURN
5.1 RECEIVING AND WAREHOUSING
5.1.1	Systems Integration	• Order management and returns processes are integrated using common systems to capture orders, shipments, and return authorizations/information	• Return management is designed as an integrated process through order management, receiving, refurbishment/repair, and finance • Returns are matched against original orders by item and quantity • Returns and primary defect analysis are an integrated process where initial determinations, such as allowance or disallowance of customer credit can be reversed pending a final review • Metrics are captured for use in reducing ...