Efficient and Effective Returns Handling in 3PL Warehouses. Proposal of a Standardised Process based on a Multiple Case Study at DB Schenker Logistics
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Typ
Examensarbete för masterexamen
Program
Supply chain management (MPSCM), MSc
Publicerad
2022
Författare
Banck, Johanna
Ferguson, Elin
Modellbyggare
Tidskriftstitel
ISSN
Volymtitel
Utgivare
Sammanfattning
Returns management constitute a substantial and complex part of activities within logistics
and is thereby an area with great potential for overall business improvement. One actor
with an interest in improving their returns handling is DB Schenker Logistics, a third-party
logistics (3PL) provider. An increase in return flows, in combination with the fact that the
design of the current returns handling process varies among the customers, leads to one of
Schenker’s goals being to develop and implement a standardised returns handling process.
Hence, this thesis will deal with the returns handling process, with the aim to identify what
components such standardised returns handling process should contain, including operational
handling steps, information flows related to these steps, and planning and control of the
process, as well as its organisation, formalisation, and design.
During the thesis work, observations of the returns handling process have been conducted
for 11 different internal Schenker cases. Together with literature research, secondary data
collection, interviews, a workshop, and a benchmarking study, sufficient data was collected to
answer the research questions regarding the development of a standardised returns handling
process.
In the finalisation of the thesis work, it could be concluded which operational steps to
include in a standardised returns handling process, and which information entities to be
obtained and exchanged related to these steps. Also, a set of guidelines and metrics could be
identified as important ways to facilitate the planning and control of the process. Finally, a
proposal of how to standardise the returns handling process could be developed, including organisation,
formalisation, and design perspectives. The result can be used for implementation
of new, as well as existing customers, however, adaptation to some case specific requirements
may be required.
Beskrivning
Ämne/nyckelord
3PL, Returns Management, Returns Process, Returns Handling, Standardisation, Warehouse.