How to Get to Service Supply Chain Excellence August 17, 2010
Posted by OnProcess Technology in advanced exchange, Asset Retrieval, OnProcess, RMA administration, RMA management, Warranty Management.Tags: Asset Recovery, asset retrieval, dispatch, field service inventories, reverse supply chain management, RMA management, service supply chain
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Spend less than two minutes on this presentation and see the OnProcess Technology® end-to-end approach to excellence in Service Returns Management.
–sk
Asset Retrieval: Finding Lost Capital July 28, 2010
Posted by OnProcess Technology in advanced exchange, Asset Recovery, Asset Retrieval, OnProcess.Tags: asset retrieval, Best Practices in Asset Retrieval, Cap Ex, Capital Expense, OnProcess Technology, reducing capital expenditure
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Getting More of Your Stuff Back, Faster, Can Add Millions to Your Financials
So many of our client companies initially thought that they were doing about as well as was possible in their internally sourced asset retrieval programs. With 60 to 90 day return rate percentages in the high 70s or even low 80s, they had become accustomed to writing off the remaining assets.
It was only after speaking with us, and piloting an OnProcess RL360™ Asset Retrieval program, that the true potential of an optimized asset retrieval process became clear. Depending on the average value of your parts or devices in the field, an increase in the velocity of returns as well as the overall rate of return can mean savings of millions of Dollars in Capital Expense for replacements.
ROI Calculators on the OnProcess Technology Website
Our website has several ROI Calculators which can give a quick illustration of the financial benefits of an OPTimized Asset Retrieval program. Plug in your own numbers and see how things look – your numbers are not monitored or seen by anyone but yourself.
–sk
Upcoming Webinar in Reverse Logistics – with Steve Blaz December 18, 2009
Posted by OnProcess Technology in Asset Recovery, Asset Retrieval, OnProcess.Tags: asset retrieval, events, learning, OnProcess Technology, reverse logistics, Steve Blaz, webinar
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Reverse Logistics Webinar with Steve Blaz - Jan 13, 2010
How strong is your Reverse Logistics program? Think you rank with the leaders? Regardless of what industry you’re involved in, you won’t want to miss this upcoming Webinar: 7 Key Steps to Reverse Logistics Success with Steve Blaz – http://eepurl.com/f3go
This session, to be held January 13th, 2010 at Noon Eastern Standard Time, promises to be interesting, entertaining and practical.
Join industry expert Steve Blaz as he discusses the key elements of a successful Reverse Logistics program for your business.
Steve Blaz’ expertise spans over 25 years in the areas of worldwide service and support, strategic partnering and business operations. During this time, his key executive accomplishments included driving customer satisfaction improvements, operational excellence and building high performance teams.
Steve Blaz
Mr. Blaz spent 4 years as Vice President of Global Service Operations for Juniper Networks, successfully driving the restructuring and turnaround of its Service Operations. He dramatically improved customer satisfaction and on-time delivery to all time highs, establishing operational excellence and reducing OpEx by over 40%. Prior to Juniper, Mr. Blaz enjoyed 13 years with Cisco Systems leading its Global Product Services and Global Onsite Services. While there, he oversaw the expansion of Cisco’s Onsite Services from $4M to in excess of $1B.
Currently, with Steve Blaz & Associates, Mr. Blaz helps companies and service operations executives achieve world-class organizational results. He speaks and consults on the topics of Globalization, Operational Excellence, Business Process Re-Engineering, Ease of Doing Business and Turnaround Strategy. Steve Blaz is highly respected in the industry and serves on the advisory boards for Aberdeen Research and Worldwide Business Research. He also serves as Director, on the Board of Directors, for Flash Global Logistics.
You won’t want to miss this opportunity to hear from a successful industry leader, and engage with him in questions and discussion.
OnProcess Technology is enabling and sponsoring the event, but there will be a minimum of promotional activity – the emphasis will be on sharing Steve’s expertise and enabling attendees to engage with Steve and gain insights and practical, actionable outcomes that they can apply to their own programs.
Click on the link and register today!
Asset Retrieval Benchmark Study & Best Practices Guide June 24, 2009
Posted by OnProcess Technology in advanced exchange, Asset Recovery, Asset Retrieval, OnProcess, RMA management.Tags: asset retrieval, Benchmarking Study, Best Practices in Asset Retrieval
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We are about to publish an Asset Retrieval Benchmark Study with suggested Best Practices. 
It will contain statistics on the B-to-B Asset Retrieval programs of over 15 leading companies and programs worldwide, based on actual performance data. It’ll be different from a recent study we saw from a major consulting firm in two ways:
- Ours is based on actual measured performance data
- Ours is available upon request, rather than for over $100K
If you have responsibility for an Asset Retrieval program, you will want to sign up to receive this study when it is published.
Visit http://www.onprocess.com/benchmark – complete the short form and we’ll get it to you immediately upon its completion. Please, business emails only.
–sk
Disturbing Trend in RMA Management February 26, 2009
Posted by OnProcess Technology in Asset Recovery, Asset Retrieval, OnProcess, Warranty Management.Tags: asset retrieval, economic downturn, RMA, RMA management, unreachable contacts, unretrievable assets, Warranty Management
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Asset Retrieval / Warranty Management Impacted by Economic Downturn — B-to-B, B-to-C Both Affected
Action you can take NOW to head off some of the negative impact on your Asset Retrieval and Warranty programs
Over the past couple of months, we’ve seen an alarming trend in our clients’ Warranty Management and Asset Retrieval programs. Many of them are experiencing higher instances of unreachable contacts, leading to broken warranty processes and an inability to complete asset retrieval and advanced exchange.
The financial implications of this trend, particularly as they compound an already slowing economy, are disturbing at best.
We believe that this trend ties to the overall economic downturn due to:
- Large numbers of recent, sudden layoffs at businesses in the US and Western Europe (B-to-B)
- Large numbers of recent foreclosures and house address moves (B-to-C)
Because these changes in status and location have come relatively quickly, they likely happened in the midst of ongoing asset retrieval or RMA management processes. People with whom businesses had been corresponding are just not there any more, leaving those businesses with unretrievable assets and no valid customer contact.
Our Suggestion: A Proactive Approach
We suggest the following quick actions to limit the impact of this phenomenon:
- Alert your contact/call center resource to this trend and amend scripts, systems and procedures to ensure that you are able to collect at least two, and preferably three, sets of contact information.
- At the time of Warranty Registration and/or Warranty Claim event, have your contact/call center resource collect and/or verify at least two and preferably three sets of contact information related to the record.
While by no means a panacea, this deeper collection of contact information should help mitigate the potential losses your asset retrieval or warranty exchange programs might face by not being able to reach your primary contact or claimant.
Let us know if you’ve run into this phenomenon in your business, and what you’ve done about it, and we’ll share it with the audience.
–sk
360° Visibility: Why Failures Are Important November 11, 2008
Posted by OnProcess Technology in Asset Retrieval, OnProcess.Tags: 360 degree visibilility, Asset Recovery, asset retrieval, customer satisfaction, escalation management, return rates, Tilson Bennett
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How do you increase your return rates while increasing customer satisfaction? Visibility into the entire process is paramount. Often times the main driver for success rates is an increased return rate, which is then assumed to increase the level of customer satisfaction; the rule being the higher the success rates, the better the service being providing to customers. While everyone should be pushing for higher rates of success, in order to have true 360-degree visibility into your processes, you must focus on the small percentage that is unsuccessful.
Drilling down into the reasons why we are not successful in getting a customer to return a part and sharing that experience with your team can expose problematic areas in your company’s process. Being able to pinpoint exact reasons for non-successes will enable you to adjust your process to better serve the customer’s needs and enable even higher rates of return.
Every meeting should start with sharing and highlighting the successes and then the real meat and potatoes should be focused on “escalation management”. Focusing on how to handle records that are not successful and giving your team insight and advice on what to do with these escalations will give your team their own means to improve their process from within. This will not only add value to your program in the eyes of a customer, it will improve return rates as well as open up more opportunities for business and in turn improve overall customer satisfaction.
Focusing on the success rates as well as adding value by establishing a process for handling escalations and pinpointing exact reasons for not getting a successful result will allow true 360 degree visibility into your program, and help provide continuous improvement in financial outcomes as well as customer satisfaction levels.
–Tilson Bennett
Asset Retrieval is Critical in This Difficult Economy October 15, 2008
Posted by OnProcess Technology in Asset Recovery, Asset Retrieval, OnProcess.Tags: Asset Recovery, asset retrieval, customer satisfaction, finding capital, reducing capital expenditure, Steve Kirstein, strategies for managing in economic downturn
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With lending and borrowing tighter, if in fact not available, companies will have to find ways to limit Capital Expenditures without hurting their operations or customer relations. As self-serving as it may be for us to mention, a well-run Asset Retrieval program can make a huge impact on operating expenses and reduction of Cap Ex.
If you can find all of your inventory in the field, and get it back faster, you can dramatically reduce expenditures on replacement goods. Returned items can be repaired, refurbished or otherwise returned to the field more quickly, keeping new equipment inventory needs down. A relatively small percentage improvement in return velocity and return rates can leverage a very large improvement in profitability.
Combining all this increased awareness and control of your warranty and end-of-life equipment with a proactive customer outreach will also mean you can maintain and even improve customer satisfaction, while reaping these very tangible financial benefits.
So, while you’re fervently hunkering down, contemplating cuts in Marketing, Operations, Personnel and so on, which will all impact sales and customer satisfaction, consider reviewing your Asset Retrieval operation as an important alternative that can bring financial improvement AND increased customer satisfaction.
–sk
