Parts Return-End to End

Returning parts is a complex, sometimes expensive process that requires an extensive and flexible solution to avoid wasteful activities, lost parts, and unhappy parties.  Coordinating a large team and managing thousands of parts can bury an organization in mis-shipments, parts tracing, and incorrect information. To maximize the return on investment, it is imperative to define a process that meets the exact needs of each individual organization. To derive maximum benefit, the solution must include precise processes and automated tools.

At a minimum, the parts return process needs to effectively perform the following activities:

1.  Gather detailed return requests from various parties

2.  Obtain proper approvals through workflow

3.  Define the exact boundaries of the request

            * Serial numbers
            * Dates
            * Models and products
            * Condition code
            * Return causal or all replaced parts
            * Other

4.    Advise the dealer of the parts requiring return on each claim

5.    Prepare shipping documentation

          * Location
          * RMA number
          * Claim number
          * Product serial number
          * Technician
          * Root cause note

6.    Track shipping status

7.    Post receipts of incoming parts to proper claim

8.    Forward to inspection and collect the results

9.    Forward to supplier (if required) with appropriate supplier claim

10.  Forward to testing and collect the results

11.  Determine the proper action through analysis

12.  Correct the problem

13.  Dispose of the parts

A good parts return program can lead to the following benefits:

      * Determining the root cause of failure

      * Recovering supplier contractual obligations

      * Substantiating warranty claim rates

      * Determining part performance, reliability and durability

      * Complying with governmental regulations

      * Improving service bulletins and campaigns

      * Reducing administrative costs substantially