RLMagazine Edition 75

Serving the Health Sciences, Retail, and High Tech Industries
World Leaders Have Major Impact

on Reverse Logistics Trade Compliance.
Barack Obama Xi Jinping Shinzo Abe Angela Merkel David Cameron PM

President USA President China PM Japan Chancellor Germany United Kingdom
Valls Toulouse Dilma Rousseff Matteo Renzi Narendra Damodardas Vladimir Putin
PM France President Brazil PM Italy PM India Russian
Hilary Clinton Bernie Sanders Jeb Bush Ben Carson Ted Cruz
Former Sec. of State Senator Vermont Former Governor Retired Neurosurgeon Senator
Carly Fiorina Bobby Jindal Martin OMalley Donald Trump Mark Rubio
Businesswoman Governor Louisiana Former Governor Businessman Congressman
official magazine of the
Edition 75
Issue 9 Volume 5 RL Magazine is available on these E-Readers:
Go to RLmagazine.
com. Individual
subscriptions are
Articles available without
charge to qualified
Digital Toe Tags: Using sQRrl code to increase the efficiency of computer repair individuals.
and refurbishing.
Non-qualified rates
by Ken Jacobsen and Bruce Brown are as follows:
whats a sQRrl code doing on my repair label? An optically scan-able label does not Kindle iPad iPhone Android
Page 10 need to be powered up for triage. RL Magazine will publish 12 issues annually 12 new digital editions! Reverse
One Year
Subscriptions: Logistics Magazine welcomes articles and abstracts.
Methods to Reduce the Effect of Unsalable Items within the Food Supply Chain Global: $5.00 Please send to: editor@RLmagazine.com
by Jessica M. Mallett, American Military University
Articles
Methods to Reduce the Effect of Unsalable Items within the Food Supply Chain Demystifying Regional Attributes for a
To unsubscribe email:
Page 24 Consistent Global RL Program.
editor@RLmagazine.com
by Steve Freemerman, GoPro
How a 60-year-old Parts Distributor is Reinventing its Role in the Aftermarket I came to GoPro at the beginning of 2012 to run the
Supply Chain Page 48 reverse logistics program.
by Encompass - Supply Chain Solutions, Inc.
During the first few decades of television, picture tubes were one of the most commonly replaced The Family Office: An Alternative Capital Solution
Page 36 Publisher Gailen Vick
parts and later, DLP lamps. Consumer electronics parts distributors could thrive on just these Editor Feleica Przybyla by Jay S. Lipsey, Partner with McCombie Group
News Media Alex Spasic
components alone. Magazine Production There are many circumstances that lead an owner to
& Graphic Artist Benjamin Trokey
decide it is time to sell or bring a capital partner into
The Use of sQRrl codes in the food industry Board of Advisors Page 54 the business.
Dr. Mark Ferguson University of South Carolina
by Ken Jacobsen: co-chair Reverse Logistics Standard Committee James H. Hunt IV GENCO/FedEx
Charles Johnston Home Depot
A match like peanut butter and jelly! The answer to net promotor scores. Troy Kubat Walmart
Video
Thomas Maher Dell
Monica Orlando Hewlett-Packard Company
Page 40 Vijay Raisinghani Google
For more information on the Board of Advisors,
What is the Reverse Logistics
Why Remanufacturing is Essential to the UK economy go to RLA.org Association?
by Caroline Spelman, All-Party Parliamentary Sustainable Resource Group Editorial and Circulation Office
441 W. Main Suite D
by Reverse Logistics Association
Lehi, UT 84043-2024
The renaissance of British manufacturing has created an outstanding opportunity for Phone: 801-331-8949 Page 35
remanufacturing, but the full potential for UK remanufacturing has not yet been realised. Fax: 801-206-0090
Page 44 editor@RLmagazine.com
www.RLmagazine.com
BPA Worldwide Membership May 2010. Printed

Features
in the U.S.A.
Message from the Editor 4 Read the Press 27
Feature Articles ISSUE 9 VOLUME 5
REVERSE LOGISTICS MAGAZINE (ISSN 1934- Focus Committees 5 Industry Events 28
3698) is published monthly for $5.00/per year by
Returning Thoughts Reverse Logistics Association.
iTunes In-App Purchase: $4.99
Message from the Publisher 6 Industry Jobs 52
Amazon Kindle Monthly Subscription $1.49
by Paul Rupnow Advisory Board 7 Returning Thoughts 60
Edition 75 published October 2015.
Reverse Logistics Success Quotes to Help Build Your Business Case for Improvements Industry Committees 8 Advertiser Index 63
The information presented in this publication has
Page 60 been provided by corporations and is believed Regional Chapters 11
to be accurate; the publisher cannot assure its
completeness or accuracy.
2 Reverse Logistics Magazine Edition 75 www.RLmagazine.com www.RLmagazine.com Edition 75 Reverse Logistics Magazine 3
Message from the Editor Reverse Logistics Association
Well as the cover of our magazine shows candidates that could directly affect trade compliance
and especially reverse logistics. There isnt one of us who grows frustrated with the arbitrary laws
Focus Committees
that are put in place by do-gooders by who have been appointed by political hacks. Most of the
time they dont understand the issues that are faced in reverse logistics or do they understand
the impact that theyre making on trade compliance when they draft a new law.
FOCUS COMMITTEES SPARE PARTS MANAGEMENT
CORPORATE SOCIAL RESPONSIBILITY Mohan Kumar D, Hewlett-Packard
Our cover of our magazine shows pictures of those individuals who are running for political Jennifer Bilodeau, Reverse Logistics Talk Patrick Joseph, Encompass
offices around the world and those existing individuals who run countries and make executive John Yesensky, Geodis Jim Scarff, Encompass
decisions on what the rules should be. If you dont think things are going well in trade compliance then please send Derek Scott, Canon
a letter to the Department of Transportation and try and help them look past the political side of making rules and Jose Luis Villalvazo, Hewlett-Packard
look at whats best for the consumer and the taxpayer. What ever happen to North American Free Trade Agreement, EXTENDED WARRANTIES
Hitendra Chaturvedi, RLC John Weatherup, Hewlett-Packard
the last time I met with the DOT, they told me that much of the law is over-looked or not implemented due to
political considerations. Mohan Kumar D, Hewlett-Packard
STANDARDS
Our cover sheet shows the top ten economic leaders in the world and we selected ten potential candidates for US Chairperson: Ron Lembke, University of Nevada
RL CERTIFICATION
Chairperson: Tony Sciarrotta, Reverse It Sales & Consulting Co-Chairperson: Paul Rupnow, Andlor Logistics Systems Inc
Co-Chairperson: Jason MacIver, Dell, Inc. Co-Chairperson: Ken Jacobsen, Connexus
Jennifer Bilodeau, Reverse Logistics Talk Michael Alner, Intel

Mark Ferguson, University of South Carolina Christopher Blevins, ReverseLogix
Michel Gavaud, Idelog Bruce Brown, InforMission Solutions LLC
President (this wasnt based on any poll rating, I wanted to show the diversity and spectrum of those individuals that Ken Jacobsen, Connexus
are running this year in the USA. I think its really good to have several choices. Yet at the same time these folks can Jason Kang, APICS
Jason Maciver, Dell, Inc. Ron Lembke, University of Nevada
make it enjoyable are not so enjoyable for us and our job in the future, so pay attention to what is real and whats not
and cast your vote accordingly. Dr. Sunnanda Panda, RevLog Resources Maria Molina, PlanITROI
Tony Sciarrotta, Reverse It Sales & Consulting Sharon Richards, Eurosoft (UK) Ltd
Its never too late to get involved with these candidates to make your RL trade compliance work better for your Paul Rupnow, Andlor Logistics Systems Inc
country. Chaim Silberstein, C.S. Consulting Associates Inc
Nicholas Steblay, Best Buy
Thank you, SOFTWARE SOLUTIONS
Felecia Przybyla Co-Chairperson: Paul Rupnow, Andlor Logistics Systems Inc SUSTAINABILITY AND
editor@rla.org ENVIRONMENTAL MANAGEMENT
Michael Alner, Intel Chairperson: Maria Molina, PlanITROI
O
OUR MISSION
ur mission is to educate to be a catalyst for innovation what the Reverse Logistics RLA resources help advertise Christopher Blevins, ReverseLogix
and inform Reverse in developing and implementing Association provides through their services to a regional Bruce Brown, InforMission Solutions LLC Jennifer Bilodeau, Reverse Logistics Talk
Logistics professionals new RL processes. We have our membership services. and global audience. OEMs like
around the world. RLA been and will continue to We serve manufacturers and Microsoft, HP, RIM, and Sony, Hitendra Chaturvedi, RLC Cintia Gates, Dell, Inc.
focuses on the reverse logistics provide our services to the retailers in a variety of settings along with Retailers like Wal-
Laurent Kitzinger, SoftThinks Mike Hiday, Green Wave Computer Recycling
processes across all industries. industry at a moderate price. while offering ongoing updates Mart, Canadian Tire, Tesco and
No matter the industry on market trends, research, Best Buy all participate at our Roger Levi, Intel Maria Molina, PlanITROI
M
High Tech, Consumer anaging the latest mergers and acquisitions events. Through RLA Events,
Electronics, Automotive, information in services and potential outsourcing RLA Connect services and our Paul Rupnow, Andlor Logistics Systems Inc Kenneth Turner, Hewlett-Packard
Medical/Pharmaceutical, Food such as repair, customer opportunities to 3PSPs. We publications RL Magazine and
Lee Sacco, Oracle Joe Walden, The University of Kansas
and Beverage, Apparel, or service, parts management, have gained the attention of the Weekly News Clippings
other our goal is to provide end-of-life manufacturing, 3PLs like FedEx, DHL, USPS email we help OEMs, ODMs, Seshagiri Singaraju, Oracle John Yesensky, Geodis
RL process knowledge to all service logistics, field service, and UPS. 3PSPs like Teleplan, Branded and Retail companies
industries. We want to educate returns processing and order Foxconn, Flextronics, Canon, find service partners and Sylvie Thompson, OPTORO
everyone about the Reverse fulfillment (just to name a few) Sony and Jabil, along with small- solutions providers that were
Logistics processes that are can be a little intimidating, to and medium-sized service previously unknown to them.
common to all industries and say the least. Yet that is exactly providers have found that
Reverse Logistics association Reverse Logistics association
Message from the Publisher Board of Advisors A Board of Advisors comprised of industry experts has been set up to monitor
and assist the Reverse Logistics Association management team in making informed decisions. Advisors include:
At our 2014 annual Conference & Expo in Las Vegas I announced that in Dr. Mark Ferguson University Director for Global Service Parts. Mr. Maher
2016 I would be retiring. I had been receiving encouragement from my wife of South Carolina, Dr. Mark Ferguson is responsible for service parts life cycle
to retire for some time. I was originally supposed to retire in 2002 when I serves as the Director of the Sustainable support in over 100 countries. Mr. Mahers
came up with the idea of starting the Reverse Logistics Association, and then Enterprise and Development Initiative. global service parts responsibilities include:
it became a passion with such force that almost 15 years have come and gone.
Dr. Ferguson has worked in the reverse planning, procurement, distribution, returns,
I had received a solid offer on January 2014 from a significant non-profit logistics area for over ten years; teaching repair, inventory management, supplier
trade association in the supply chain management industry to relinquish classes on reverse logistics topics, management and parts disposal. These
control after a year of cross training of the new management. So the timing was good, I thought. But consulting with companies and providing operations support 100% of Dells warranty
this year in April, that intent to thought leadership of the area through his customers across all Business Units and all
acquire was rescinded. Ive given research. Product Lines.
some thought to working longer,
but I just dont have the drive like James H. Hunt IV GENCO/ Monica Orlando Monica Orlando has
I use to. So I know its time for me FedEx Technology Services, Jim over 15 years of experience in Supply
to let the next generation of talent is the Senior Vice President, Business Chain designing and managing a variety
to take over the Reverse Logistics Development for GENCO Technology of complex processes spanning across
Association. I have spoken with Services. He has responsibility for account Planning, Manufacturing, Logistic, Order
many organizations over the last management, new business sales and Fulfilment and Inventory Management. As
few months that would be in a solutions development. He joined GENCO Director of Channel Operations Monica
position to take over RLA, but so in July 2012. is responsible for all the supply chain
far I havent had any success in
aspects of distributing PCs and Printers
finding a successor. Charles Johnston Home Depot,
to the North America HP Retailers/
Charles Johnston is Director of Repair
This is why I am sending this Distributors, including the reverse logistic
and Returns at The Home Depot Chuck
editorial out, I need your help. processes and programs.
was with WAL-MART for the past 14
Please reach out to me if you
know an organization that be years and his responsibilities include Vijay Raisinghani, Google, Vijay is
willing to merge/purchase RLA Returns, Imports, Exports, Tires and an expert in end-to-end supply chain and
and continue the support in this Printing and Mailing Distribution. fulfillment strategies and execution that
very important process of reverse cut costs, drive efficiencies, optimize assets,
Troy Kubat - Walmart, Troy is now
logistics. Just look at RL magazine and how RL professionals keep informed. Without the magazine ensure compliance, generate revenue,
the Director of Logistics Engineering-
and the trade association many companies would not receive the knowledge to improve RL at their and deliver high level of service quality
Grocery at Walmart having worked is way
organizations. So if you know of anyone that I should be talking to, please reach out to me. and customer satisfaction. He has an in-
up from Director, Logistics Operations,
Best Regards, depth knowledge of supply chain system
Industrial Engineering Manager at Walmart
Gailen Vick, Founder & Publisher functionality, including planning, budgeting,
- International Division and Japan
www.RLA.org forecasting, replenishment, transportation,
Expatriate - Logistics Operations Lead at
and distribution. He has a passion and
Walmart - International Division
drive to inspire people and organizations
Thomas Maher - Dell, Tom Maher to value every customer, escalate revenue
joined Dell in 1997 and is the Executive and reduce cost.
Reverse Logistics Association Industry Committees
Elaine Gasser, Hewlett-Packard Life Sciences Raul Castilla, Walmart
Industry Committees are set up to provide
a standing forum for Reverse Logistics Cintia Gates, Dell, Inc. Co-Chairperson: Will Kyzer, Anchorage Economic Development Laurent Kitzinger, SoftThinks
Professionals to meet on a regional and global
Mike Hiday, Green Wave Computer Recycling Corporation Andrea Newman, Best Buy
basis and discuss common Reverse Logistics
issues at the RLA Conferences & Expos. Industry Ken Jacobsen, Connexus Scott Bradford, Bradford Rx Solutions Craig Sultan, Home Depot Direct
Committees educate the industry on reverse
logistics: Laurent Kitzinger, SoftThinks Mike Hiday, Green Wave Computer Recycling Sylvie Thompson, OPTORO
Brad Larsen, Hewlett-Packard Will Kyzer, Anchorage Economic Development Corporation

Best Practices
Maria Molina, PlanITROI SPACE & AVIATION (OBSOLESCENCE)
Consumer Satisfaction Issues Kathy Murphy, Jarden Consumer Solutions REMAN (AUTOMOTIVE & HD) Coordinator: Yann Conchaudron, IESEG school of management
Regulations on a Worldwide & Regional Paul Rupnow, Andlor Logistics Systems Inc Chairperson: Gailen Vick, Reverse Logistics Association
Basis Processes that can Reduce Costs
Jim Scarff, Encompass WIRELESS TELECOMMUNICATIONS
Tony Sciarrotta, Reverse It Sales & Consulting Retailers Chairperson: Angelika Kluna, CLi360, Inc.
APPAREL
Sylvie Thompson, OPTORO Coordinator: Rachelle Hetterson, Defense Ammunition Center Bill Kenney, OnProcess Technology
Chairperson: Gailen Vick, Reverse Logistics Association
John Yesensky, Geodis Angelika Kluna, CLi360, Inc.
Jerry Schmidt, Asset Priority Sync, Inc

CONSUMER PRODUCTS
Joe Walden, The University of Kansas
Chairperson: Paul Baum, PlanITROI Data Storage
Co-Chairperson: Kathy Murphy, Jarden Consumer Solutions Chairperson: Tom Burnam, Western Digital
Co-Chairperson: Tony Sciarrotta, Reverse It Sales & Consulting Tom Burnam, Western Digital
Anthony Allen, SourceAmerica Mike Hiday, Green Wave Computer Recycling
Paul Baum, PlanITROI Laurent Kitzinger, SoftThinks
Brianne Boettner, Best Buy Jose Luis Villalvazo, Hewlett-Packard
Mark Ferguson, University of South Carolina Join today at www.RLA.org
FOOD AND BEVERAGE (UNSALEABLES) Focus Committees continued on to page 5

Steve Freemerman, GoPro
Regional Focus continued on to page 11
Digital Toe Tags: Using sQRrl code to increase Reverse Logistics Association
the efficiency of computer repair and refurbishing. Regional Chapter Committees
Article
by Ken Jacobsen and Bruce Brown
whats a sQRrl code doing on my repair label? daunting bottleneck in product lifecycle management. REGIONAL CHAPTERS Coordinator: Rosekelly Costa, ISCAP
Djalma Barbosa, Dell, Inc.
An optically scan-able label does not need to be With regards to this application of sQRrl codes to AFRICA
powered up for triage. repair records, we discovered that only a few fields Orlando Cattini Junior, FGV
Chairperson: Craig Plowden, Revlogs (Pty) Ltd
are necessary. The first field is a pointer to the URL Rosekelly Costa, ISCAP
The problem of system repair record-keeping and where the entire repair record is kept. We have heard Sherif Salvador, University of Hull
tracking is exacerbated by the lack of standards. complaints that often paper repair records get lost or Luciana Lacerda, Hewlett-Packard
Each manufacturer has a proprietary in-house separated from returned systems, causing reprocessing
Ricardo Magioni, Dell, Inc.
solution. However, repair and refurbishing services and more manual intervention. At the entry point of APAC
are generally outsourced. Repair and refurbishment triage, a QR code label can be affixed to the device that Felipe Ortiz, Grupo Po de Acar
service providers often serve multiple product lines and will, with an optical scan, connect to a Master Repair Chairperson: Mohan Kumar D, Hewlett-Packard
have their own data tracking systems. Those systems Recordregardless of the location of that record. Adriano Pgas, Acer
Co-Chairperson: Dr. Sunnanda Panda, RevLog Resources
are, generally speaking, not interoperable. Repair data on that label can be updated as the device is Coordinator: Michael Geoffrey Omosa, NIT Rourkela
Creating a standardized processed, updating the Master EUROPE
dictionary of fields will expedite Repair Record throughout the Erwan Berger, Geodis
interoperability. Recently, the procedure. The information is Chairperson: Charlie O Shaughnessy, Intel
Hitendra Chaturvedi, RLC
RLA Standards Committee stored and retrieved optically
Co-Chairperson: Derek Scott, Canon
released a standarddynamic and is attached physically to Mohan Kumar D, Hewlett-Packard
and extensible, that defines the product. A Master Repair Erwan Berger, Geodis
Dr. Sunnanda Panda, RevLog Resources
fields for the creation of Record (in the cloud or stored
Jean Mork Bredeson, SERVICE 800
optically scan-able labelsQR on a local system) is required, Ian Rusher, Cisco
codes, that can communicate but manufacturers and repair Stephen Noonan, Intel
Yogesh Sarin, Dell, Inc.
up to 4X the data of a bar code. depots do that as a matter of
Charlie O Shaughnessy, Intel
With a capacity of over 4000 course. The optically scan-able
characters per label, there is sQRrl code label merely points Ian Rusher, Cisco
BRASIL
sufficient space to provide a to it.
Sherif Salvador, University of Hull
complete repair history. Of Chairperson: Felipe Ortiz, Grupo Po de Acar
The second field is a Diagnostic
course, any manufacturer could Derek Scott, Canon
Event Record. We have defined Co-Chairperson: Orlando Cattini Junior, FGV
create such a system, but then this field to record minimal
they are back to the same old Co-Chairperson: Marcelo Cairolli, Arrow Value Recovery
information but it is extensible
story of conflicting systems. LATIN AMERICA
by manufacturers or depots with proprietary codes.
Often the various repair depots do not even use the same The minimal standardized information to be contained
Chairperson: Guillermo Fernndez deJuregui, ONILOG
language let alone the same software. We can fix that! includes a time stamp for the event; the coded listing
The Standards Committee of the Reverse Logistics of subassembly failures; a coded final disposition
Association recently held a webinar1 on the use of sQRrl of the event, and the identity of the site/technician NORTH AMERICA
codes for the creation of an optically scan-able label conducting the event. These four pieces of information,
at a minimum, are optically scan-able and physically Paul Rupnow, Andlor Logistics Systems Inc
to record the repair history of returned computers. The
presentation by Ken Jacobsen, co-chair of the Standards attached to the product. Tony Sciarrotta, Reverse It Sales & Consulting
committee and Rick Detches, a technical specialist with In order to enable this field, the standard includes an
Eurosoft (UK) Ltda leading provider of computer extensible list of components, and sub-assemblies, as
diagnostic tools, demonstrated a complete solution to this
1
available on the RLA channel at You Tube https://www.youtube.com/user/rltshows
#CES2016
well as disposition codes as part of the field definition. Use Models for
For other types of devices, e.g. printers, or TVs, Digital Toe Tags
appropriate standardized lists will also be developed. There are two use cases:
SCIENCE
Regarding the list of components, technology is always
evolving. This standard is dynamic. As new items are 1. Unit arrives at
invented and deployed, the list will simply grow. The receiving dock with
old items will remain since it is often the older systems RMA paperwork or
that are returned. Floppy disk drives are not, in fact,
2. Unit arrives at receiving dock with minimal
coffee cup holders, and they always remain #7 in the list
documentation
regardless of what they are called in whatever language.
It is arbitrary, but extensible and published as a standard. Best practices are that most returns arrive with valid
RMA documentation. This information is most
MINUS
The same can be said for disposition codes. There are
frequently obtained through an interview with a call-
only so many possible dispositions; but industry may
center. Again, frequently, this is followed by the email
require more granularity in the language as we evolve.
(or even snail mail) transmission of paperwork. Often
The RLA standards committee also posted such a list.
even a shipping label or packaging material is sent to
Contents (fields) of a Digital Toe There are just the RMA petitioner. Petitioners are instructed how to
Tag for Computers a few more package and return the items to be returned.
obvious pieces
In this case, it would be the Call Center that would
R <D52> a URL link to the Master of information
Repair record generate the first level of a digital toe tag. Best practice
that can be
at this time requires that the Call Center create a digital
included: a time
R <D51> Diagnostic Event Record case number. Today this is imprinted on the RMA
and date stamp,
the
(see below for discussion) paperwork and generally on related shipping labels if
and the name or
sent to the petitioner. In the worst case, the petitioner
R <D57> date and time that the identity of the
is requested to hand write the RMA number onto the
product was received receiving site.
packaging label.
Optionally a
R <D53> identification of receiving site final disposition
Using sQRrl codes, the call center would add an
code can be additional step to their process: They would create a
R <D59> Disposition code including a included along sQRrl code label. The first, and only required field that
FICTION
time stamp (optional duplicate of <D51>) with a link to the Call Center would have to generate is a URL address
the full repairpointing to the location of the database record containing
R Optionally, the optical label may also notes. Any of the actual repair record we called the Master Repair
contain <D5F> Detailed Repair Notes.
these fields may
Record. This can/should be a short ULR code. It is
be encrypted designed to be optically scanned so that read-ability
by the manufacturer or made available for even the is not an issue. In the sQRrl code schema this is field
consumer to read. <D52>. The letter D designates it as a diagnostic field.
Some manufacturers may opt to use a totally proprietary
Once fully deployed, product return intake personnel
system based on a similar schema. They may use a
will be able to visually determine that a returned item
field designator <M52> indicating that the contents are
has been returned before. Without power or peripheral
proprietary.
connections, they will know when where and what
happened on the previous return. Paperwork and product The Call Center may also start to populate the next
identity will be physically attached to the device: it field <D51> and create the beginnings of a Diagnostic
can no longer be lost. Tracking and analytics can be Event Record. In that event, the Call Center would THE STORY OF INNOVATION IS CONTINUALLY WRITTEN AND REWRITTEN AT CES.
DONT MISS THE CHANCE TO ADD YOUR CHAPTER. REGISTER TODAY.
enhanced. Language and disparate software systems can include the date of the call, list the malfunctioning
be harmonized. And to accomplish all of this, all that is items described by the petitioner, and indicate the site
needed is a simple label. to which the return is being sent. In the example above, CES 2016 JAN. 6-9, 2016
the resulting code would become <D51>[150815][317][] TECH EAST TECH WEST TECH SOUTH
LAS VEGAS, NV
REGISTER NOW at CESweb.org
A private investment
firm by families, for data across computer sectors.
[]<D53>Joes<E52>mxxp.rla.org for example.
families FAMILY OFFICES INVESTING
The benefit of the creation of a sQRrl code is that it can be With membership in the RLA Standards Committee,
Centrally headquartered in Miami, Eurosoft continues to work in partnership with industry
IN FAMILY BUSINESSES
optically scanned without manually reading paperwork Peers and partners to
McCombie Group
or opening is backed
packages. bystring
This a of 48 characters says representatives in the shared goal of improving reverse
FAMILIES...
our network of families,
network
thatof
onsignificant
Aug 15, 2015 families from
a product was sent to Joes Computer logistic practices and processes for PCs.
who command billions
acrossRepair
the Americas that bring
with a broken audio and monitor problems. It in net worth
more than just capital
also includes toto
a link anthe full computer repair record. Eurosoft Concept
NOT FUNDS
The process Eurosoft are proposing will include
How easy
investment. is that?
Cumulatively, our
families have a wide assortment of Testing the unit with QA+WIN/Pc-Check for
In ainterests
business second scenario, toovarious
spanning often items are received at the
Windows.
dock with inadequate
sectors, asset classes, and information. Receiving Triage
now takes on the additional task of creating the sQRrl
geographies. We uniquely add Converting the QAWIN FAIL output to a formatted Current capital providers continue to offer the same ill-fitting approach. McCombie Group harnesses
code label. However, after this system has matured, a output in conformance with RLAs schema for sQRrl the flexibility and collective wisdom of its families to offer a better, more personalized way:
value to each investment by
visual examination would quickly determine whether computer error codes as well as a schema to support
leveraging the collective knowledge, experience, and
the device had been previously in the system. The basic the Eurosoft error codes.
influence of these investors the same proven
information in the main sQRrl code would correctly
capabilities
identifythat
thehave contributed
product to theTriage
and its owner. enduring
would be Proposed Solution
success of their
minimalized. own family enterprises. Eurosoft is planning an update to their Windows based
diagnostic solution that will enable it to:
Howfor
We invest Toe
theTags Workand are open to exploring
long-run FAMILY INVESTORS VALUES-DRIVEN LONG-TERM APPROACH
To deal
creative create the code,that
structures the can
Standards Committee
uniquely addresshadtheto
1. Gather information from system information XML
develop a list of components that could fail. It was output. Our shareholders are derived We are not a faceless fund Our investment philosophy is
specific needs of everyone involved. As entrepreneurs
decided from non-institutional family our family investors are peers, predicated upon patiently
ourselves, we that
also the basic assist
actively codes portfolio
would only be recorded
holdings to 2. Gather test result information from test result XML investors, enabling us to offer with similar perspectives, life creating sustainable value
createiflong-term
the component/function
value. failed. However, the field is output. creative deal terms and experiences, and values rather than quick, speculative
extensible with more detailed codes and data. structures that accommodate profits
3. Parse gathered data, filter, sort, and output data a business owners specific We recognize the importance
In the webinar mentioned above, they offered an example suitable for RLA sQRrl Toe Tag needs of the people and the heritage Our mission is to run
of a device that was returned with two complaints: The of the companies we invest in companies the right way for
audio did not work, and the monitor was flakey. Eurosoft 4. Future consideration: Display on screen, upon Our extensive experience long-term performance
(UK) Ltd reported how they could use sQRrl codes as an failure, the sQRrl code so operators can scan the data working with our clients We value the cumulative
integral part of their diagnostic system. with their existing tools utilizing for example the operating businesses allows us knowledge and experience Our philosophy is to use
refurbishment application developed by Connexus. to better understand the that only the business owner minimal amounts of debt to
Readers of this document will no doubt have experienced Through this method, diagnostic outputs can be nuances of family enterprises can offer our task is to build ensure the resilience of the
product logistical issues, particularly inconsistent return brought into the RLA process. upon this foundation business
criteria, clear inbound and outbound directions or Our families aspire to be
processes. collaborative, value-added
LEADERSHIP TEAM partners
At the computer end of reverse logistics, Eurosoft has
NAME
gathered EDUCATION
input from various customers NOTABLE EXPERIENCE
and industry CORE AREAS OF EXPERTISE
best-practice
DAVID W.
testing to contribute a small,
JD, Harvard Law School;
but significant
McKinsey & Company, Management Agribusiness; Heavy Equipment;
measure
McCOMBIE III in
BA,support
Universityofof standardizing
Miami reverse logistics
Consultant; Citigroup Global Banking, Food and Beverage;
disposition labels and sQRrl codes. Associate; Licensed Attorney Corporate Strategy
ABOUT McCOMBIE GROUP
JAY S. To that end,
BS,Eurosoft seesSchool
The Wharton an opportunity to significantly
Investment banker with focus on Industrials; Manufacturing;
(University of Pennsylvania) middle-market, equity-sponsored Real Estate; Corporate Finance
McCombie Group is an innovative private also serve as advisors, representing these
LIPSEYshorten and align an average 60 minute refurbishment
transactions; Real estate private equity; investment firm backed by a network of clients in the evaluation and management
triage, and average 25 minute disposition
Familyoperations tobusiness
construction significant family offices and ultra-high net of their illiquid investments, including
improve reverse logistics operations in PC refurbishment. worth individuals from across the Americas. closely-held operating businesses and
In addition to our principal investments, we real estate.
Eurosofts ideas are presented in this document as a
focus point for collecting significant and widely used
McCombie Group, LLC 777 Brickell Avenue, PH 60 Miami, FL 33131 McCombie Group, LLC 777 Brickell Avenue, PH 60 Miami, FL 33131
14www.mccombiegroup.com
Reverse Logistics Magazine Edition 75
| info@mccombiegroup.com | tel +1 786 664 8340 | fax www.RLmagazine.com
+1 786 220 2096 www.mccombiegroup.com | info@mccombiegroup.com Edition
www.RLmagazine.com 75786 664
| tel +1 Reverse
8340 |Logistics Magazine
fax +1 786 220 2096 15
The perceived benefit of this approach is to take
advantage of future refurbishment tools and processes
implemented through RLA.
It is presumed that refurbishers who leverage the future
RLA process will be equipped with scanning tools and
an application for scanning sQRrl codes and reading and
writing to Master Repair Records on a manufacturers
cloud based database.
Proposed Process
Minimal: Basic failure record. (free)

In the proposed process, Eurosoft will output a Toe
Tag Data File to a network folder via a mapped drive. Extended: Complete failure record including test
A Windows Service created that will send diagnostic and error descriptions. (paid)
output to a label printer at the technicians workstation. Full: Complete failure record including test and error
descriptions including disposition report. (paid)
Computer Industry Error Codes
(Pass Fail: only failures listed) Minimal
A minimal set of standardized error codes could be a
Error Code Options simple 2-digit component indicator for denoting a
Error code options will be offered in three options: diagnostic failure of the component. The standard terse
error code set would assign a number to a component
type as shown below. could appear as follows.
<E50> <D51>[150815][561X 306 0x00/3FF,350X 310 0x00/3FF]

1
2
3
Accelerometer
Ambient Light (sensor)
Audio
17
18
19
Monitor
Motherboard
Network
[01][324]
Code reader could display: Sell your business
and buy your dreams.
DATE: August 15, 2015
4 Battery 20 Operating System ERROR: Audio: Failed Quick System Sound Test -
5 Biometric 21 Optical Drives The sound could not be played
6 Compass 22 Parallel Ports ERROR: Monitor: Failed LCD Dead Pixel Test - The
operator has chosen to fail the device based on the
7 Display Adapter 23 Processor
appearance of the test We are a group of influential family investors actively seeking to acquire
8 Firewire 24 RAID DepotID: Joes Computer Repair compelling family-owned businesses.
9 Floppy Drives 25 Removable Media OperatorID: 324
10 Gyroscope 26 Serial Ports
Full (Eurosoft Diagnostic Error Codes with Skip the middlemen and their fees. If your company consistently generates
11 Hardware Monitor 27 Solid State Drive
Full Disposition Report) over $1 million in profits, contact us today for a confidential discussion.
12 Input Peripheral 28 System Stress Test Just like the extended error code senario, error codes
13 Internal Hard Drive 29 Touch Screen could be filtered down to the component type, test, and
14 Location (GPS) 30 USB error code so that the string for <D51> could appear as Reach us at deals@mccombiegroup.com or (786) 664-8340.
15 Memory 31 Video Capture follows.
16 Modem <D51>[150815][561X 306 0x00/3FF,350X 310 0x00/3FF]
[01][324]
Error codes will be filtered down to the component type In addition, the following strings would be incorporated www.mccombiegroup.com
so that the string for <D51> could appear as follows. into the toe tag data:
<D51>[150815][3 17][01][324] <D52> A URL link to the Master Repair record.
<EE50> (proposed subset of the sQRrl code standards)
Code reader could display: <D57> Date and time that the product was
received.
DATE: August 15, 2015 Group Group # Test # Test Error Code Error Description
<D53> Identification of receiving site.
ERROR: Audio, Monitor <D59> Disposition code including a time stamp Audio 561X 302 Audio Connection 0x00/00E Unable to output sound
DepotID: Joes Computer Repair (optional duplicate of <D51>) 303 Loop-back Count 0x01/00E Unable to record sound
OperatorID: 324 o 01 Repaired returned to sender 304 Advanced Quality 0x02/00E Unable to open mixer
o 02 Repaired returned to inventory 305 Quick Microphone 0x03/00E Received wave was outside tolerance
Extended (Eurosoft Diagnostic Error Codes) o 03 Refurbished returned to market/channel 306 Quick System Sound 0x04/00E The Input and Output device cannot be tested
It may also be possible to include full diagnostic error o 04 Scavenged for reusable components 0x05/00F Unable to render sound
codes on the sQRrl label. o 05 Recycled 0x06/00F Unable to capture sound
Such entries will require more fields, but would contain o 06 Sent to landfill 0x07/00F The left channel signal was too small to test
the full diagnostic error code. Each Eurosoft diagnostic o 07 Returned to sender without repair. 0x08/00F The right channel signal was too small to test
test group includes several error messages for each. The Invalid request. 0x09/00F The left channel signal was not within tolerances
error codes for Audio and Monitor are shown below. Optionally, the optical label may also contain 0x0A/00F The right channel signal was not within tolerances
<D5F> Detailed Repair Notes. 0x0B/3FF No Audio Jacks were detected
<EE50> (proposed subset of the sQRrl code 0x0C/002 An incorrect count of jacks were detected
standards) (See chart on next page) The Eurosoft output data would appear similar to this 0x0D/3FF The operator chose to fail the test
example 0x0E/3FF The sound could not be played
Error codes could be filtered down to the component <D52> [https://www.pcbuilder.com/archive/ 0x0F/3FF The count of jacks was not set
type, test, and error code so that the string for <D51> repair/778654927] 0x10/014 The count of jacks did not change
<EE50> (proposed subset of the sQRrl code standards Cont.)
Group Group # Test # Test Error Code Error Description

0x11/002 The number of detected loop-backs did not match the Test Loop-
back Count setting
0x12/3FF The Loop-back Count Test must pass before this test is run
0x13/3FF No stereo loop-backs were enumerated
0x14/00F Received wave was outside tolerance
0x15/3FF The tolerance parameter has not been set to a valid value.
0x16/001 Unable to create test window
0x17/3FF The Operator chose to fail the test
0x18/3FF Unable to set the volume
0x19/001 Failed to open Microphone handle
0x1A/3FF The Microphone test is not supported on this system
0x1B/3FF The Operator did not respond
Monitor 350X 301 Red Purity 0x00/3FF The operator has chosen to fail the device based on the appear-
ance of the test
302 Green Purity 0x01/001 A function failed at the Windows API level
303 Blue Purity 0x02/3FF A resource failure occurred
304 Mesh 0x03/3FF The operator has not responded in a reasonable time
305 Inverse Mesh
306 White MEME
307 Green MEME
308 Tonality
309 Grid
310 LCD Dead Pixel
<D51> [150815][561X 306 0x00/3FF,350X 310 appearance of the test

0x00/3FF][01][324] DEPOTID: Joes Computer Repair
OPERATORID: 324
<D57> [130815][13:04] RECEIVED: August 13, 2015, 1:04PM
<D53> [324] RECEIVING SITE: Joes Computer Repair
DISPOSITION CODE: Repaired returned to sender
<D59> [01][150815][15:22] REPAIR NOTES: Replaced sound card part#
SB101x Serial# 00123598, and monitor part#
<D5F> [Replaced sound card part# SB101x Serial# SamsungLCD598 Serial# 56-7783-21
00123598, and monitor part# SamsungLCD598
Serial# 56-7783-21] Coverage for Non-Testable Items
In addition to enhancing Eurosoft diagnostic operation
Code reader could display:
to include sQRrl data output, Eurosoft proposes to add
MASTER REPAIR RECORD: https://www.pcbuilder. options for logging the condition of non-testable items
com/archive/repair/778654927 such as cases, screens, chassis, etc. With this functionality
DATE: August 15, 2015 added to Eurosofts diagnostic solution, the complete
ERROR: Audio: Failed Quick System Sound Test - unit condition, including testable and non-testable items
The sound could not be played can be captured into the Master Repair Record.
ERROR: Monitor: Failed LCD Dead Pixel Test - The
operator has chosen to fail the device based on the
#CES2016
Conclusion Acknowledgments: The Eurosoft concepts described

Actually, the conclusion is still in progress. The SQRrl above were jointly conceived with contributions from
EXPLORE
Code committee was formed to standardise product Ken Jacobsen and Bruce Brown.
labelling across several industries, including computers
Mr. Jacobsen is the Vice President of
as they move through the PC lifecycle, which includes
Business Devellopement for Connexus:
refurbishing. Several large organisations have taken part
a silicon valley software startup
in its steering, and others are waiting for the outcome to
focused on warranty management. He
unify their own service and returns processes.
was responsible for the creation of the
This paper explored where the sQRrl code is now in InfraRed Data Association (IrDA) and
conjunction with Eurosoft (UK) Ltds diagnostics work for the establishment of the PCMCIA. He has provided
LEVELS
to support the standard AND provide extending test technology brokering services for HP, Toshiba, and
information. The sQRrl code initiative will continue, Lockheed. He was part of the Pocket Intelligence
globally uniting various computer service and reverse Program at SRI, International and has been involved in
logistics. It may be adopted higher up the chain with the numerous startups. Most recently, he was a Director of
OEM then activated by the consumer. the Global Software Entrepreneurial Training Program
at Oulu University in Finland.
New devices, industry advice, customer acceptance
and so on are all being reviewed. This is an excellent
opportunity for the computer industry to get involved in
a most practical standard that save time and money.
far beyond
THE NEXT
SEEING WHATS NEXT IS GREAT, BUT SEEING WHATS AFTER NEXT IS WHERE LIMITLESS
OPPORTUNITY RESIDES. DISCOVER BOTH AND BEYOND AT CES. REGISTER NOW.
CES 2016 JAN. 6-9, 2016

TECH EAST TECH WEST TECH SOUTH
LAS VEGAS, NV
22 Reverse Logistics Magazine Edition 75 www.RLmagazine.com www.RLmagazine.com
REGISTER NOW at CESweb.org Edition 75 Reverse Logistics Magazine 23
Methods to Reduce the Effect of Unsalable Turning Green into Gold
Items within the Food Supply Chain
Article
by Jessica M. Mallett, American Military University
Methods to Reduce the Effect of Unsalable Items reasons why their employees choose whether or not to
within the Food Supply Chain donate items deemed unsalable rather than throw them
away. Other studies reviewed provide positive aspects of
Introduction tax law and anti-liability bills that have been passed in
Between 30-50% of all food grown worldwide is efforts to persuade retailers and wholesalers to donate to
wasted (Food Waste Reduction Alliance, 2014 & charitable organizations.
Davis, 2014). In the American retail industry this
food waste equates to a $47 billion loss annually The U.S. Environmental Protection Agency (EPA) has
(Buzby & Hyman, 2012), the majority of which challenged businesses to reduce the environmental
stems from unsalable perishable items. Perishables impact of materials through their entire life cycle,
become unsalable for a variety of reasons, to include, but including how they are extracted, manufactured,
not limited to, expired sell by dates, packaging breaches distributed, used, reused, recycled, and disposed (U.S.
(damaged can, boxes, etc.), improper handing, storage, Environmental Protection Agency, 2015). The EPA has
or preparation, seasonal sale items, and poor appearance published articles recognizing various organizations and
of fresh fruits and vegetables. The retail industry could corporations for their efforts to reduce food waste by
achieve a significant reduction in food waste losses by diverting such items to the animal feed industry.
placing greater emphasis
There have been few
on eliminating unsalable
studies surmising the
food items, as well as
combined effect of all three
realize a financial savings
proposed solutions to the
by donating consumption
unsalable food waste issue.
safe unsalable foods to
There are reports focused
charitable organizations
on food waste diversion,
and diverting the remaining
which includes donations,
food waste to the animal
recycling, composting,
feed industry.
and use as animal feed;
Studies have been conducted however, such reports do
on the reduction of unsalable not also include information
items. The Unsaleables or tactics on how to prevent
(sic) Leadership Task Force food items from becoming
(2005) published a report giving recommendations on how unsalable in the first place. Conversely, the studies that
the retail and wholesale industries should work together have been conducted on the reduction of unsalable items
to mitigate goods becoming unsalable. In 2014, the Food do not go much further beyond methods for mitigating
Waste Reduction Alliance conducted a survey and wrote causes. There has been little focus from the wholesaler-
Paying attention to the environment is not just good for nature,
a report specifically focused on the elimination of food retailer relationship perspective on how food waste its also good for the bottom line.
waste in the wholesale, retail, and restaurant industries. diversion can benefit the industry as a whole.
This report also discussed food waste diversion into both
The lack of condensed informational studies in this area
Our Association doesnt save trees. Our Association educates others on how to
donation and recycling (animal feed, composting, etc.).
makes it more difficult for industry professionals to eliminate the need to destroy them
Additionally, there have been studies on the application of determine a clear way ahead for unsalable food items.
food donation programs by corporations. Food Recovery Researchers must pour through multiple studies to come
Through Donations (Davis, 2014) compares two grocers to conclusions that might be simplified if they were
programs side-by-side and provides insight into the located in a consolidated source.
Read the Press
Recycling, published in the October in which it calls on the USPS to
4th Sunday Review. associate itself with 3D printing in
Full Article the minds of the public.
Full Article
Textile Recycling Program May
Purpose and Significance of the Study effective food waste management techniques.
Start In Delray Beach Oklahoma City Startup Works
This study attempted to put into perspective the necessity Zain Bahrain Expands Its
Hypothesis and Questions 13 October 2015 Alexis Rosenburg On Electric Car Batteries
for retailers and wholesalers to work together to eliminate E-Waste Campaign
Through collaborative efforts between wholesalers is all about re-using and recycling 11 October 2015 Electric cars are
unsalable food items. Specific scenarios were reviewed 14 October 2015 Zain Bahrain, the few and far between in Oklahoma,
and retailers businesses can identify the root cause of her old stuff.
to provide insight into how corporations can effectively most innovative telecom operator in
alter their business practices to make this a reality. This unsalable items. Pinpointing these causes can lead to I think its important, itll help the but that isnt stopping a startup
the Kingdom, expands its successful
study also examines the positive outcomes that result from preventive measures that can reduce the amount of environment in the long run, she company from charging ahead to
e-Waste Recycling Campaign with find uses for the large advanced
donating would-be food waste to charitable organizations. unsalable foods by 30%. Additionally, retailers could said.
recoup food waste losses through corporate tax breaks the support of the Supreme Council batteries once their driving life is
Not only do corporations realize societal rewards from Full Article
by donating unsalable items to charitable organizations. for Environment, the United over.
aiding those in need, there can be significant tax benefits
Finally, redirecting foods that are unsafe for human Nations Industrial Development
through deductions. Finally, this study provides examples Guest Viewpoint: Recycling Law Full Article
consumption into the animal feed industry will reduce Organization (UNIDO), and the
of organizations saving money by diverting food waste Only Hurts Environment
costs associated with waste haulage fees. United Nations Development
from traditional garbage movement and landfills into 13 October 2015 We are now seeing The Growing Global Problem Of
Program (UNDP).
the animal feed industry. Overall, this study provides
Research Method firsthand the actual outcomes of the E-Waste
Full Article
methods wholesalers and retailers can use to not only
A quantitative approach was used for research on this new e-waste electronics recycling 11 October 2015 Most of us dont
mitigate unsalable food items, but to recognize fiscal law that took effect Jan. 1. think about it when we discard our
topic. After reviewing literature on unsalable food items
savings through food donations and diversions. New UK Legislation Puts Reverse old PC, upgrade our old iPhone,
and food waste diversion, variables were found for these Full Article
Supply Chain Under Scrutiny or buy a new TV, but the growing
Understanding why food items become unsalable aids topics within the food supply chain. Inferential questions
13 October 2015 Following reforms
retailers and wholesalers in finding solutions to better were then developed to hypothesize how these variables HP Extends Digital Printing problem of electronic waste is no
to shoppers rights the Consumer
control the amount of perishable items that become relate to each other. These questions predict how one Leadership With Largest Labels longer one we can afford to ignore.
Rights Act 2015, introduced on 1
unsalable. Furthermore, retailers should seek out and variable (wholesalers and retailers) interacts with another And Packaging Deal In Indigo Full Article
develop innovative methods for diverting or disposing variable (donation, diversion, or mitigation) and how October and the new early right
History
of food waste. Such diversions can mitigate the financial those interactions affect the outcome of specific actions. to reject a faulty product within The Rising Cost Of Free Returns
13 October 2015 HP (NYSE:
loss that comes from unsalable food items. 30 days, its now more important 9 October 2015 Free shipping on
Literature Review HPQ) today announced that RAKO-
than ever that retailers have a more returns are increasingly a reality for
Problem There are numerous variables that must be taken GROUP (RAKO) has purchased
effective returns process and assess retailers offering online shopping,
As of 2012, the retail industry, including restaurants, into consideration when discussing potential control two HP Indigo 20000 Digital Presses
the financial risk of the reverse further adding to e-commerce
grocers, hotels, nursing homes, etc., lost $47 billion measures of unsalable items within the food supply and nine HP Indigo WS6800 Digital
supply chain. fulfillment costs even as companies
annually in food waste (Buzby & Hyman, 2012). Though chain. The literature reviewed for this paper covers some Presses, making it the largest labels
of those variables, from broad overarching necessity of Full Article struggle with tightening margins.
there had been an increase in efforts to reduce the amount and packaging deal in HP Indigo
of food wasted, at the time of the study there were still controlling and improving unsalable business practices, history. About 49% of retailers now offer
a significant number of companies who did no employ to specific examples of how actively pursuing change 7 Reasons Why Recycling Is Not free return shipping, according to
Full Article
A Waste: A Response To The a new study released this month
Reign Of Recycling
USPS Should Look To Capitalize by the National Retail Federation,
13 October 2015 Recycling in the
On Commercial Possibilities Of underscoring how companies that
United States is an economically had long been resistant to footing
3D Printing, Says OIG Report
unsustainable trend or at least
12 October 2015 The US Postal the bill for returns are being forced
thats what New York Times writer
Service Office of Inspector General to do so by their customers.
John Tierney recently argued in
(OIG) has issued a new White Paper Full Article
his opinion piece, The Reign of
#CES2016
can mitigate the effect of unsalable food items on reverse They arrived at their conclusions through a collaborative
logistics management. process, and final determinations were made based off
of overall consensus rather than full agreement of all
In her 2014 study, Food Recovery Through Donations entities involved.
as a Response to Food Waste, Davis defines food waste
THE
as any food that gets produced for human consumption The team members discussed concerns in regards to
but goes uneaten (p. 3). This is a qualitative study in reduction of unsalable items within the supply chain,
which the researcher polled numerous volunteers at two and on the reclamation of such items from retailers
grocery stores. The questions asked pertained to both and wholesalers. The task force recognized there are
the individuals inclination conflicting beliefs and agendas
for food donation as well as when it comes unsalable items,
the company policies. Davis and there is a disagreement on
FUTURES
identifies quality control, full- who bears the burden of cost
shelf standards, unregulated recovery in the reclamation
sell-by dates, specialty and process. To combat such
unpopular items, and prepared disagreements, it was
foods as causes of unsalable recommended that suppliers
foods in the retail industry. and sellers work together to
root out the cause of unsalable
ALGORITHM
From a broad perspective, the items and set standards for the
Unsalables (sic) Leadership reimbursement process.
Task Force (2005) gave
recommendations on actions suppliers and retailers In 2011, Garry published an article in SN: Supermarket
should take to control unsalable items within the logistics News titled Unsaleables (sic) Reduction. This article
chain. The Unsalables (sic) Leadership Task Force was focuses on the efforts of Kellogg to collaborate with their
formed from the Joint Industry Unsalables (sic) Steering business partners based on the 2005 recommendations
is
Committee to reform recommendations from a 1990 of the Unsalables (sic) Leadership Task Force discussed
report and to update such recommendations to make them previously. Kellogg conducted 84 customer satisfaction
pertinent to current industry concerns. The members of audits annually, each consisting of a weeklong period,
the task force consisted of representatives from Food once per month, over a six-month timeframe. Through
Marketing Institute, Grocery Manufacturers Association, this collaborative process, Kellogg was able to reduce
HERE
and an outside consultant with subject matter expertise. damaged products by 30% over the six year period
Industry Events
RLA@ CES 2016 RLA Conference & Expo : Atlanta THE FORMULA FOR A BOLDER, BRIGHTER TOMORROW IS FILLED WITH TECHNOLOGY, INNOVATION
AND TANGIBLE APPLICATIONS. IT JUST SO HAPPENS, SO IS CES. REGISTER TODAY.
January 06 - 09, 2016 April 04, 2016

CES 2016 JAN. 6-9, 2016
LAS VEGAS, NV
between their implementation of the recommendations finding alternate diversions of unsalable foods such as Findings of unsalable food items within the supply chain.
released by the Unsalables (sic) Leadership Task Force donations or reuse as animal feed. More specifically, the In 2012, retail food loss totaled $47 billion annually Using the Unsalables (sic) Leadership Task Forces
in 2005 and the publishing of Garrys 2011 article. 2014 survey found that 57% of unsalable food within (Buzby & Hyman, 2012). Through thoughtful (2005) recommendations, Harris Teeter and Kellogg
More specifically, using this process Kellogg and Harris the retail and wholesale chain is sent to landfills, leaving collaboration, wholesalers and retailers can mitigate the developed a shared responsibility program for out-of-
Teeters combined efforts resulted in a 29% reduction 42.4% for recycling or donation (Food Waste Reduction amount of foods that become unsalable. Collaboration date products that gave each side incentive to focus on
in Harris Teeters unsalable food items, bringing them Alliance, 2014). This report also identifies barriers takes many different forms, including strategic alliances, and improve their stock management processes (Garry,
below the industrys 2011 average (Garry, 2011). to donating or recycling, such as transportation and joint ventures, third party logistics, short- and long-term 2011). Additionally, Kellogg collaborated with each
regulatory constraints, as well as liability concerns. contracts, partnership sourcing, and retailersupplier process owner within the supply chain to determine the
Angerhofer and Angelides (2006) describe the benefits cause of packaging breaches. If problems were found
partnerships (Angerhofer & Angelides, 2006). This
of collaboration. The authors provide a model in which Aiello, Enea, and Muriana (2014) published an article at any step of the process, changes were made at that
collaboration includes efforts at the strategic, managerial,
shared responsibility of four supply chain processes (plan, titled Economic benefits from food recovery at the retail location to eliminate further damages (Garry, 2011).
and operational levels. Enhanced collaboration will allow
source, make, and deliver) is assumed by the wholesaler stage: An application to Italian food chains. The authors The collaborative efforts between these two companies
companies to better forecast their needs and provide for
and retailer. Furthermore, the authors discuss the needs cited various research studies that determined Italian allowed for Kellogg to reduce their amount of damaged
improved communication between organizations.
and impacts of collaboration at the strategic, managerial, food manufacturers and wholesalers send 35% of food product by 30% over the six-year period between their
and operational levels. waste to non-profit organizations, but only 4.6% of food One example of a successful collaborative effort is implementation of the recommendations and when the
loss in the retail the joint Kellogg-Harris Teeter venture, as described study was concluded (Garry, 2011). Furthermore, Harris
Examining what industry is diverted in Garrys Unsaleables (sic) Reduction (2011). Teeter saw a 29% reduction in unsalable food items,
becomes of to charities These corporations teamed together to identify causes
unsalable food (Aiello, Enea, &
items is critical Muriana, 2014). In
to understanding defining the cost/
the
of
importance
properly
benefit of food Team Hoyt
loss recovery, this
managing the article compares
food supply chain. and contrasts
The Analysis of the variances
U.S. Food Waste of government
Among Food regulation in
Manufacturers, regards to food
Retailers, and donation between
Restaurants USA, UK,
report (Food and Australia.
Waste Reduction The authors
Alliance, 2014), is a then propose a
collaborative effort mathematical
of the Food Marketing Institute, Grocery Manufacturers model to show a minimization of losses (both financial
Association, and National Restaurant Association to and product) can be achieved by careful management
analyze survey data on food waste donation, reuse of each step of the supply chain, as well as donations
and recycling, and disposal by respondents in the food to charitable organizations. Further information on
manufacturing, wholesale, retail, and restaurant sectors. monetary benefits from the donation of unsalable food
Contrary to previously discussed literature, this report is given in Charitable Contributions of Food Inventory:
focuses on food waste overall, rather than any specific
aspect of the food supply chain. The data was collected
through a survey sent to manufacturers, wholesalers,
Proposal for Change (Jackson, 2008). In this report to
Congress, Jackson specifies the amount a company may Dads been behind him for 65marathons.
claim in tax deductions due to food donations.
retailers, and restaurants, and the results were analyzed,
interpreted, and published by The Business of a Better Finally, the U.S. Environmental Protection Agency
World (Food Waste Reduction Alliance, 2014). published two documents in 2006 and 2009 describing
specific incidents of organizations diverting their food
DEVOTION
The Food Waste Reduction Alliance (2014) found that waste for use as animal feed.
30% of all food grown is wasted, and recommends
bringing them below the 2011 industry standard (Garry, of the item. The total deduction is limited to 10% of the Recommendations (Garry, 2011), was found to support this hypothesis.
2011). corporations taxable income, but any amount in excess Retailers should work with other entities in their supply Through collaboration with their retail partners, Kellogg
of 10% can be carried forward to future tax claims for up chain to mitigate the amount of food that becomes was able to reduce their damaged goods by 30% (Garry,
While collaboration between companies will result in to five years (Jackson, 2008). 2011). Furthermore, the same article showed Harris-
unsalable. Short of eliminating all unsalable food items
less unsalable food items, it is not realistic to expect to Teeter was able to reduce their unsalable goods by 29%
from their businesses, companies should implement
completely eliminate food waste. When items do become Finally, retailers can divert food waste for use as animal (Garry, 2011). In the end, however, sufficient data was
programs to encourage the donation of would be food
unsalable, there are two methods a company can use to feed. In 2009 Rutgers University had the nations third not found to support the prediction of a 30% reduction in
waste to charitable organizations. In instances where this
divert food from landfills as well as save corporate money largest student dining operation, and had made significant unsalable foods through collaborative efforts.
is not possible, retailers should coordinate with a local
through tax deductions and reduced waste hauling fees. efforts in food diversion (U.S. Environmental Protection
farm or haulage firm to divert food waste into the animal
One diversion method is to donate food to charitable Agency, 2009). Their program to divert food waste to The second hypothesis was that retailers could recoup
feed industry.
organizations, and the second method is to make those farm animals was recognized by the U.S. Environmental food waste losses through tax breaks by donating
items available for animal feed. Protection Agency in 2009. At the time of the report, Conclusions unsalable foods to charities. As of Jacksons 2008 report,
Rutgers four dining facilities had collected 1.125 tons of Three hypotheses were developed at the start of this businesses could claim a tax deduction in the amount of
Many items that are deemed unsalable are still safe for food waste each day, which was hauled away by a local
human consumption. Prior to 1990 each state had its own pig farm for a cost of $30 per ton (U.S. Environmental research project. First, it was proposed that wholesalers cost plus one half the difference between cost and fair
laws governing food donation (Morenoff, 2002). Some and retailers could collaborate to reduce unsalable food market value of the item. This deduction could be as high
Protection Agency, items by 30%. One article, Unsaleables (sic) Reduction as 10% of the corporations taxable income, with any
retailers were 2009). This was a
reluctant to donate significant savings
their unsalable from the $60
foods due to the per ton charged
confusing laws by their primary
that varied from waste hauler (U.S.
state to state Environmental
(Morenoff, 2002). Protection Agency,
To provide a level 2009). Through
of continuity this program,
throughout the Rutgers University
nation Congress saved $100K in
first passed the trash hauling costs
Model Good in 2007 (U.S.
Samaritan Food Environmental
Donation Act of Protection Agency,
1990, which was 2009).
then revised into
the Emerson Good Another instance
Samaritan Food Donation Act of 1996 (Morenoff, 2002). of food waste diversion to animal feed was recognized by
This bill states A person or gleaner shall not be subject the U.S. Environmental Protection Agency in 2006. At
to civil or criminal liability arising from the nature, age, the time they were recognized, Barthold Recycling and
packaging, or condition of apparently whole- some food Roll-off Services collected food waste from companies
or an apparently fit grocery product that the person or across the retail industry at a cost 30% below trash hauling
gleaner donates in good faith to a nonprofit organization standards (U.S. Environmental Protection Agency, 2006).
for ultimate distribution to needy individuals (Emerson To facilitate participation, Barthold provided customers
Good Samaritan Food Donation Act, 1996, p. 1). with education on food waste diversion and provided
containers with gasket seals to eliminate concerns of odor
Not only do such donations divert food from landfills and seepage (U.S. Environmental Protection Agency,
into the mouths of needy individuals, they also provide 2006). Barthold collected 1,000 tons of food scraps every
a means for corporate tax deductions. According to month for diversion to animal feed (U.S. Environmental
Charitable Contributions (Jackson, 2008), retailers can Protection Agency, 2006).
receive a tax deduction in the amount of cost plus one
half the difference between cost and fair market value
What is the Reverse Logistics Association?
portion in excess of 10% able to be carried forward for References
up to five tax years (Jackson, 2008). This could amount Aiello, G., Enea, M., & Muriana, C. (2014). Economic benefits from food
recovery at the retail stage: An application to Italian food chains. Waste
to a significant tax savings for retailers. Management, 34, 1306-1316.
Angerhofer, B. J., & Angelides, M. C. (2006). A model and a performance
Finally, it was proposed that redirecting foods deemed measurement system for collaborative supply chains. Decision Support
Systems, 42, 283-301.
unsafe for human consumption into the animal feed Buzby, J. C., & Hyman, J. (2012). Total and per capita value of food loss in
industry could reduce costs associated with waste haulage the United States. Food Policy, 37, 561-570.
fees. Two reports from the Environmental Protection Davis, C. E. (2014). Food Recovery through Donations as a Response to
Food Waste: A Case Study of Two Grocery Stores Participating in a Food
Agency, published in 2006 and 2009, identified specific Recovery Program in Boulder. Undergraduate Honors Theses.
instances of waste haulage savings. In 2006, Barthold Emerson Good Samaritan Food Donation Act. (1996, Oct 1). Public Law
104-210, 104th Congress.
Recycling and Roll-off Services offered waste removal Feed Animals. (2013, Jan 8). Retrieved Mar 28, 2015, from Wastes -
services for diversion to animal feed at a 30% lower Resource Conservation Food Waste: http://www.epa.gov/foodrecovery/
fd-animals.htm
rate than traditional trash haulers (U.S. Environmental Food Waste Reduction Alliance.
Protection Agency, (2014). Analysis of U.S. Food
2006). Furthermore, in Waste Among Food Manufacturers,
Retailers, and Restaurants. The
2007 Rutgers University Business of a Better World.
teamed with a local Garry, M. (2011). Unsaleables
(sic) Reduction. SN: Supermarket
pig farm to divert food News, 59 (41), pp. 44-45.
waste to animal feed, Ioannidis, S., Jouini, O.,
Economopoulos, A. A., &
saving $100K in Kouikoglou, V. S. (2013). Control
u
trash hauling costs policies for single-stage production
systems with perishable inventory
(U.S. Environmental and customer impatience. Annals
Protection Agency, of Operations Research, 209, 115-
2009). Employing 138.
Jackson, P. J. (2008). Charitable
strategies such as these Contributions of Food Inventory:
could greatly reduce the Proposals for Change.
Congressional Research Service.
long-term cost associated Morenoff, D. L. (2002). Lost Food
with waste disposal. and Liability: The Good Samaritan
Food Donation Law Story. The To view this video without iTunes:
Food and Drug Law Institute Food http://www.youtube.com/watch?v=ImqPO4r5XF4
Future Research and Drug Law Journal.
Further research should U.S. Environmental Protection
Agency. (2009, Oct). Feeding
be conducted on the Animals The Business Solution
collaboration between to Food Scraps. U.S. Environmental
Protection Agency.
wholesalers and retailers U.S. Environmental Protection
to reduce unsalable Agency. (2006, Oct). Food Scraps
food items. There is Go to the Animals: Barthold
Recycling and Roll-off Services.
sufficient data to suggest U.S. Environmental Protection At this years RLA Conference & Expo in Las Vegas you may have noticed a
improvements could be Agency.
television crew roaming around. The crew was there to capture response to the
U.S. Food and Drug
realized in this area, but Administration. (2014). The
formal studies should be Reportable Food Registry: conference and make a video that displayed the essence of the Reverse Logistics
Targeting Inspection Resources
conducted to truly evaluate the outcomes. Additionally, and Identifying Patterns of Adulteration. Association. They were also filming segments for a new video series in RL Digital
more research should be conducted on diverting food Unsaleables (sic) Leadership Task Force. (2005). Improving Unsaleables
waste for use as animal feed. This research should be (sic) Management Business Practices Joint Industry Recommendations. magazine called RLA Rewound. As you view it, you may see some familiar faces. A
Joint Industry Unsaleables (sic) Steering Committee.
regionally focused, as each area might have different big thank you to everyone who took time out from their busy conference schedule
animal feed needs based on an agricultural-urban ratio to stop and talk with our reporter. We hope you will share the video with friends
as well as varying degrees of legislation covering the
subject. This research should also focus on whether and colleagues as you introduce them to the association and explain what we do
unsalable food items could be sold to farms rather than and how we can support them. Stay tuned, because we may be talking to you for
paying haulers to take the waste to farms.
the next series of videos for RLA Rewound.
www.RLA.org www.RLAshows.org www.RLmagazine.com

RLA Conference & Expo: Atlanta
How a 60-year-old Parts Distributor is Reinventing Georgia World Congress Center, April 04-07, 2016
its Role in the Aftermarket Supply Chain
Article
by Encompass - Supply Chain Solutions, Inc.
Join the Reverse Logistics Association at Atlanta
During the first few decades of television, picture you enter a brightly lit room that houses the companys
tubes were one of the most commonly replaced Service Solutions division. Although it appears more
parts and later, DLP lamps. Consumer electronics like a surgical suite, the room is used for repairs and
parts distributors could thrive on just these reverse logistics functions. Test stations topped with
components alone. soldering irons, BGA machines, oscilloscopes, Huntron
trackers and other diagnostic equipment line the space.
But as TV technology has evolved, and the cost Employees clad in white lab coats, tethered with static
to replace a set is often more economical than cables, intently inspect laptops, projectors, security
repairing it, parts distributors have had to change equipment, TV main boards and other electronics,
course to stay afloat. Formed in 1953 as a supply performing pass/fail testing, cosmetic inspections,
house for TV tubes, antennas, phonograph needles and repairs and refurbishment. Valuable failure data is often
the like, Encompass Supply Chain Solutions, Inc. has shared with clients to assist in making product design
experienced improvements.
repeated market
shifts. To survive, In addition to
the company external clients,
has had to be Service Solutions
forward thinking works closely
and anticipate the with the Parts side
trends that could of the business
potentially put it to supplement
out of business. supply of hard to
find parts or those Seeking Great Speakers
Reverse Logistics that have been
Association discontinued Want to take the stage at RLA Conf & Expo: Atlanta 2016?
P r e s i d e n t particularly
Gailen Vick Well, we want to hear from you. Were looking for Reverse Logistics groundbreaking stories, case studies and
printed circuit discoveries. Bring us your breakthrough innovations and best practice implementations. Tell us about significant
recently visited boards. Working off a demand list from the Parts team,
Encompass headquarters in Lawrenceville, Ga. to get Service techs repair boards, which are then reinserted challenges youve overcome or how youve defined a best-in-class or innovative new way to operate in Reverse
a first-hand look at how the distributor is reinventing its back into the supply chain. Fueled by the core recovery Logistics. Please visit our Speakers page to see our qualifications, as well as the many nice benefits we offer to
role in the aftermarket supply chain. our speakers. If you are interested in speaking or participating on a panel, and sharing your knowledge and
process, this has the added benefit of preventing tons expertise in Reverse Logistics, please contact us.
In one area within the companys 150,000-square-foot of e-waste from ending up in landfills. Encompass also
flagship warehouse, Sonicare toothbrush charging bases offers harvested components through its Green Choice
are stacked next to Norelco shaver heads. Other aisles Parts program. The company partners mainly with
contain Haier dryer lint filters, Samsung television retailers to salvage good working parts from products
panels, Sony PC boards and LG ice makers. Shelf that otherwise would be discarded.
after shelf is stocked with parts and accessories from Down the corridor from Service Solutions is another
numerous global brands in multiple product categories. entryway that leads to a 50-person call center where
But walking further through the facility, it becomes agents field an average of 5,000 calls a day. In addition
clear that Encompass is no ordinary parts distributor. to managing calls from customers checking price and
Step inside a door off the main warehouse floor, and availability or asking about order status, Encompass
offers call center services to manufacturers wishing to
picked per hour and number of calls taken. Encompass evolving and increasing our value in the aftermarket
carefully tracks just about all operations to both pinpoint supply chain.
areas in need of improvement and report activity back
to clients.
With the data we collect, we can identify bottlenecks or
other issues that we may not otherwise have known about.
We can then implement procedural changes or provide
additional training to help improve our metrics, said
Coolidge. Plus, we can report on just about any data set
our clients require so they have complete visibility into
their programs. Fill rate, same day shipping, backorder
levels and overall turnaround time are some common
distribution metrics anything they want to know we
provide through electronic reports they can receive daily,
weekly or monthly on demand.
While pick/pack/ship will always remain the foundation
of Encompass core business, the distributor will
continue seeking new opportunities to expand services
and remain relevant.
outsource consumer calls for assistance in ordering parts, If it has a component that could be repaired or replaced,
setting up new units and even product troubleshooting. were interested, he said. Were in discussions now To remain a viable business, we know we cannot
with manufacturers of a diverse array of goods from rely on being just a parts distributor. We plan to keep
Encompass President and CEO Robert Coolidge is drones to medical equipment.
a third generation leader in the company, which was
originally founded by his grandfather in South Florida as In 2008, the company took even greater steps to diversify
Vance Baldwin Electronics. The company still maintains by acquiring Cyber-Test a company specializing
a distribution center and administrative facility in Ft. in electronics repair, advance exchange and reverse
Lauderdale. logistics to form its Service Solutions division. This
positioned Encompass to offer services covering nearly
Coolidge said Encompass realized years ago that simply every phase of the aftermarket supply chain under one
selling service parts for televisions was not enough of roof.
a differentiator to continue succeeding in a competitive When youre ready to
market. A growing area of opportunity for Encompass has been
managing the entire parts supply chain from planning and
develop a competitive
We knew that we could not last as a one trick pony, procurement to order fulfillment and reverse logistics.
said Coolidge. To provide true value to the market, transportation strategy.
we had to think differently and not just keep doing what Todays manufacturers increasingly are finding that
wed always done. managing spare parts is a drain on their already taxed You are ready for American Public University.
resources, said Coolidge. They are starting to turn to
Expanding parts support to product categories beyond distributors like Encompass to take over parts supply. American Public University is ready to help your team succeed. Your
consumer electronics was the next logical step. Today Because we are able to spread infrastructure and employees can manage their personal and professional lives while
the company supplies parts for nearly 200 manufacturer operational costs across multiple brands, we offer an pursuing a respected degree online at a cost thats 20% less than
brands in multiple product categories, including economical, more simplified alternative which enables the average published in-state rates at public universities.*
appliance, HVAC, personal care, health & wellness, manufacturers to keep their focus more on product
printers and computers. They have access to 8+ million development. StudyatAPU.com/rl
parts in their database.
To keep clients fully apprised of their parts programs,
Coolidge said Encompass is always looking for new Encompass maintains a robust reporting system. In the
product categories to support with parts or service. warehouse and call center, large color monitors display a
range of information on staff performance such as items
*College Board: Trends in College Pricing, 2013 BEST
ONLINE PROGRAMS
38 Reverse Logistics Magazine Edition 75 www.RLmagazine.com We want you to make an informed decision about the university thats right for you.Edition
www.RLmagazine.com 75 our graduation
For more about Reverserates, theLogistics Magazine
median debt of students who completed each program, and other important information, visit www.apus.edu/disclosure.
39
BACHELORS
2015
The Use of sQRrl codes in the food industry 1-D bar codes to supplement this information. Standard existing UPC code in sQRrl format, the following data
2-D labeling technologies such as QR codes can support is presented.
Article
by Ken Jacobsen: co-chair Reverse Logistics Standard Committee
4X the data. Thus there is generally speaking room for
And since this only took 58 characters, there is plenty
all of the current information, plus imagine having access
A match like peanut butter and jelly! The to the following: of room to include additional information such as
answer to net promotor scores. more detailed geo-tagging, and whatever additional
Standardization has been an enormous boon to the By adding this data: <G29>02113037006<4B>8f< information the producer wishes to communicate.
food industry. We have standardized product sizes 4C>No<4D>160527<4E>18g35ff<I39>40C to the
and disclosure regulations have increased consumer
confidence in food safety. It was the food industry
that instigated UPC codes which some studies
claim save up to 6.59% to the bottom line.1
Labeling is the most critical aspect of food
packaging today. It is the primary vehicle for both
branding and product marketing. But todays consumer
has expectations for answers far beyond the capacity
provided by a small label. SheSpeaks polled US female
internet users in September about how they interacted
SQRRL
with food brands online, including on social media.
Overall, 83% said they liked to see coupons and offers.
But recipes were just 4 percentage points behindand
far ahead of any other desired content.2
4,000 characters of information: If only the data were
organized!
The Reverse Logistics Association has released a data
dictionary to define standardized field labels. This
enables multiple simultaneous uses of a single QR code
to optimize the data capacity of the label. Here is an
example of what a sQRrl label could communicate for
the food industry.
Forward Logistics
Bar code labeling is mature
and well established.
But the average shipping
container has multiple such
one-dimensional codes and
still lacks a lot of helpful
information. We wont even
mention the data required if
the product is imported or
Since smart phones are now ubiquitous, and capable
exported to another country.
of scanning a QR code, it is time to rethink the use of
that label. Many productsmaybe most use the QR Most container labels use
code, but usually only as a tag to link to one web site standard UPC code labeling.
or one piece of information. This is despite that fact that There are often proprietary
with todays technology each QR code can access up to
1
Starting in the mid- 1970s by 5 grocery store chains. As reported in the 2013 GS 1 Annual Report.
2
http://www.shespeaks.com/
#CES2016
Point of Sales more than that: today there
So, products are delivered and are on the shelves. There is emerging a keen interest
is consumer information that will be discussed shortly, in product ingredients and
but there is one unique application that can be added to origins. The label site limits
WHERE
the individual product package label that has a unique the inclusion of details.
and immediate benefit to the Point of Sale process: Instead, consumers see
product recalls. Product recalls unfortunately occur arcane chemical additives
after products are on the shelves. However, a simple and confusing numbers.
URL location with the proper software can enable POS While regulators will
scanners to identify recalled items as they are being always demand their visible
checked out. This would catch any missed items during presence, so much more
A
the product retrieval process. Imagine the customer information can be included
satisfaction when the cashier says, sorry sir, this product at specially constructed web
has been recalled. The customer feels taken care of: net sites, accessed by scanning
promotors scores go up. a sQRrl code.
Once universally adopted, such a field on a product There, with hypertexts,

label would actually reduce the need to remove recalled consumers could learn
products in advance of the point of sale scan. This would that thiamine mononitrate is a stable nitrate salt form of
BETTER
reduce stocking costs considerably. Currently customers thiamine (vitamin B1) and is found naturally in foods like
do not realize that most recalled products are removed grains, yeast, molasses, pork and animal organ meats.
from shelves. There is some satisfaction in catching such By removing a chloride ION it becomes more water
defects at the point of purchase. absorbent and helps noodles keep their shape will adding
vitamin B1. That sounds reasonable: no one likes soggy
Consumer Information noodles. So what could a consumer oriented sQRrl code
Lets start with the recall situationan event that label look like?
world
often ruins brand names. Unfortunately they occur and
the producers reputation depends on their response. The data string of sQRrl codes
Software can easily be constructed that would check with <M65>Campbells<I61>alll.rla.org<I62>allr3.
a website controlled by the producer to validate a product rla.org<I62>No<I63> peanut oil <I64>scct3.rla.
recall... complete with instructions for next steps should org<M60>No<I4D>160527<m66>qww3.rla.org (125
be product be defective. Said website could also assure characters) would produce the following label.
SHOWS
consumers (and retailers) that any given product is not All of this is generated by a simple sQRrl code. Imagine
on the recall list. The addition of this simple code would what that will do for your net promotor scores. If UPC
have a profound impact on the producers net promotor codes saves 5-6% from the bottom line, imagine what
score. So if the product scanned is not under recall, a sQRrl codes can do.
simple site discussing the
corporate policy and giving
assurance that your company
is on top of it wow! This
is the way to build consumer
confidence.
An earlier comment noted an
interest from consumers for
CES IS FAR MORE THAN COOL TECH. ITS THE TECHNOLOGY AND IDEAS THAT ARE BRINGING NEW
more recipes and coupons. OPPORTUNITY AND A BETTER LIFE TO DEVELOPING COUNTRIES AND BEYOND. REGISTER TODAY.
No one wants to type in URL
addresses: instead, scan the
CES 2016 JAN. 6-9, 2016
sQRrl code and be taken
directly to the site. But LAS VEGAS, NV
Why Remanufacturing is Essential News clippings
to the UK economy
Article
By Caroline Spelman, All-Party Parliamentary Sustainable Resource Group
We search out the latest RL news and
deliver it right to your email inbox
The renaissance of British manufacturing America, which will see the creation of five million
has created an outstanding opportunity for manufacturing jobs by the end of this decade. He noted
remanufacturing, but the full potential for UK that Britains manufacturing sector is growing and jobs
remanufacturing has not yet been realised. are being created but raised concerns that Britain has
20 years of catching up to do in this sector. To help Weekly News Clipping
To explore this potential, I have chaired an All-Party encourage this, promises were made to back businesses
Parliamentary Sustainable Resource Group report which invest and export, and to support manufacturers Emails provide press releases related to OEM/ODM and Branded Companies,
focusing on the potential for remanufacturing. in all regions of our country. America is also the largest Third Party Service Providers and other organizations involved in Reverse
The key areas explored in this report are the economic remanufacturer in the world with remanufacturing sector Logistics. Four categories of news include: Read the Press, Money Talks,
and environmental benefits of remanufacturing, the valued at $43 billion (26 billion). The UK can close this
Industry Events and Technology Spotlight. News covers all areas of RL
challenges that the UK still faces regarding the uptake of gap. To do this, remanufacturing needs the same support
remanufacturing, and the ways in which these challenges as outlined in the Budget for manufacturing. including Aftermarket Service, Warranty Management, Asset Disposition,
can be overcome. FieldService, Remarketing, Data Destruction, Regulatory Requirements
Alongside the economic and e-Waste disposal, just to name a few.
So, why should opportunity is a strong
we be focusing on environmental one. Sign up today
remanufacturing? The Evidence outlined
answer is very much in the report states
in the numbers: we that remanufacturing
found that the UKs uses 85% less energy
remanufacturing sector than manufacturing,
is valued at 2.4bn, with equating to a saving
the potential to increase of over 10 million
to 5.6bn. This will barrels of crude oil.
simultaneously create With climate change
thousands of skilled increasingly on the
jobs in the sector. political agenda,
remanufacturing has
Remanufacturing is the potential to save
a global industry in 800,000 tonnes of
which the UK is currently lagging behind. The United carbon dioxide each year, roughly equivalent to the
States is the largest remanufacturer in the world, with annual emissions from cars.
a remanufacturing sector valued at $43bn (26bn),
employing 180,000 people. Looking at these figures, the Many market and regulatory impediments need to be
opportunity is clearly here for the UK to make more of overcome in order for remanufacturing to be taken up
its remanufacturing sector and become a global leader successfully. Firstly, from the outset, products need
in this field. to be designed with remanufacturing in mind. This
is currently more difficult than it seems, due to the
So, how can we harness this opportunity? Key prescriptive nature of design briefs often fed down from
opportunities to incentivise remanufacturing must be management within companies, which do not always
taken. Manufacturing was outlined in the 2014 Budget, allow for innovative design.
where Chancellor George Osborne made reference to
RL certification
Invest in your career and your future with a certification from
the Reverse Logistics Association (RLA) that will show that
you have a set of skills to build value in any organization.
In its commitment to giving you the greatest opportunities

for professional development, RLA now provides certification as a:
Regulatory barriers also hinder the uptake of product types that fit the criteria for remanufacturing,
remanufacturing significantly. Of particular importance education is key to its successful uptake; a Centre of
is the regulation surrounding the legal definition of Excellence, linked to a University, will provide a unique Reverse Logistics Professional (RLP)
waste. As it stands, the Current Guidance on the Legal opportunity to share best practice. If you are working in the reverse logistics field with three or more years of experience,
Definition of Waste does not mention remanufactured then you are ready to take the Reverse Logistics Associations preparation course for
products and as such they are not exempt from those Despite the barriers, there are some businesses which the Reverse Logistics Professional Certification Examination. The course is 8 hours of
products classified as waste. This is especially unhelpful have recognised the potential for remanufacturing and training in the foundational principles of reverse logistics and the business practices
to the uptake of remanufacturing, as there is no globally incorporated it into their business models. For example, that lead to world-class performance. The course is highly interactive in an experiential-
accepted legal definition of remanufacturing. Market Caterpillar, as a leading manufacturer of construction, learning format that maximizes your training so that you can immediately apply what you
dynamics, consumer concepts and international trade are mining and military equipment, realised the competitive have learned on the job. After passing the examination, you will be qualified to put RLP
all affected by this. If consumers are not aware of what a advantage that remanufacturing can achieve over its after your name distinguishing you are a highly-trained professional in reverse logistics.
remanufactured product is, and that it is at least as good competitors. It is not just large corporations that are
as a new product and comes with the same guarantee as realising the value of remanufacturing: some SMEs,
that of a new product, it is easy for them not to trust it. such as the office furniture company Orangebox, Reverse Logistics Manager (RLM)
This same lack of trust exists on an international scale also remanufacture their products. These companies If you are a manager of reverse logistics processes with five or more years of experience,
when it comes to trade. Many countries, such as Brazil, demonstrate that remanufacturing can make business then now is the time to take the next step in your career by taking the Reverse Logistics
China and Russia, do not distinguish remanufactured sense. Associations preparation course for the Reverse Logistics Manager Certification
products from used products. As such, no imports of Examination. The course provides 16 hours of intense instruction in the latest trends
remanufactured products are accepted. This is why one We need to recognise the value that remanufacturing in reverse logistics and the best practices that will set you and your organization apart
of the reports key recommendations is that we need can have to the UKs economy and environment. It can in your industry. You will receive in depth training in the strategic and tactical aspects
a globally accepted definition of remanufacturing to provide jobs, increase resource efficiency and result in of reverse logistics. And, the course also covers the tried-and-true techniques that can
overcome these crucial barriers. reduced waste, as well as driving the development of help a manager lead his or her staff you achieve the greatest potential value-recapture
a circular economy. The barriers to this opportunity for their organization. RLM after your name says that you have demonstrated a high-
Remanufacturing is an area which cuts across several need to be dismantled, however, I am confident that, level of competence to lead and direct reverse logistics processes.
Government departments, and needs to be addressed if we tackle these barriers, remanufacturing can bring
as such. We need a cross-departmental Committee to significant gains going forward. Reverse Logistics Trainer (RLT)
be established, led by the Department for Business, If you quality as a Reverse Logistics Manager and you have training experience, by taking
Innovation and Skills, but supported by the Department Rt Hon Caroline Spelman is a
the Reverse Logistics Associations preparation course for the Reverse Logistics Trainer
for Environment, Food and Rural Affairs, to ensure Member of the UK Parliament and
Certification Examination, you can become qualified to train RLPs and RLMs. The course
cross-party collaboration and policy alignment. a former Secretary of State for the
is 24 hours long to strengthen your mastery of reverse logistics concepts and techniques
Environment in the UK Government.
as well as give you the skills to effective teach them to others. As an RLT you will be a
There is an opportunity to address the barriers through For more information on the APSRGs
registered education provider and you will be qualified to work collaboratively with RLA
the creation of one or more Centres of Excellence for remanufacturing project, please visit
to help organizations around the world to prepare their personnel to achieve high-level
those sectors where remanufacturing can have the the website at:www.policyconnect.
performance in reverse logistics.
largest impact. Remanufacturing is not a one-size fits all org.uk/apsrg
approach and is sometimes not the best approach either
environmentally or economically. However, for those
46 Reverse Logistics Magazine Edition 75 www.RLmagazine.com

RL Certification program is organized by the
www.RLmagazine.com
RL Certification Committee
Edition 75 Reverse Logistics Magazine 47
Demystifying Regional Attributes
for a Consistent Global RL Program. Get all your Reverse Logistics
Article
By Steve Freemerman, GoPro News whenever you need it.
I came to GoPro at the beginning of 2012 to run contrasting cultures of business partners in these regions,
the reverse logistics program. I was coming from would make the move from the east coast one of the
a company on the east coast where I managed both best work related decisions Ive made. I will attempt to
the forward and reverse logistics programs for a compare and contrast these cultural differences between
company shipping Internet appliances and mobility the three regions.
products domestically. The draw to the west coast
was irresistible given the opportunity to work for a Soon after starting with GoPro, in the humble offices
growing company selling a really cool product to along the scenic coast of Half Moon Bay, California,
almost every country in the world. I quickly realized that the state of the reverse logistics
program was familiar, as Ive experienced this stage
at previous companies. The program was in an early
iteration in an ongoing evolution where the reverse
logistics program was completely managed internally
by a dedicated group of product specialists. There was
a warranty room where this group would receive
returned cameras daily, screen the cameras and ship
warranty replacements as necessary. All data was
maintained in a spreadsheet and there was no feedback
loop from the test data to our internal departments. The
warranty replacement cycle, especially for international
customers, was painfully long. While work had already
begun with moving reverse logistics functions to
southern California, I would need to work quickly to
meet my goals of implementing a more sophisticated
and customer-responsive network. I would start with the
US region, then EMEA, followed by APAC.
My goal would be to establish a global program to

provide outstanding service to our customer base
when post sales service was required, facilitate a more
efficient process for managing warranty entitlement
with our distributors, and to quickly translate return
screening data into an actionable feedback loop for our
product, engineering, and quality groups. Specifically, I
would need to establish returns processing, testing, and
Available Now on iTunes and

replacement distribution centers in the US, Europe, and
Asia-Pacific. A global 3PL had already been selected
and the sites selected were in Southern California, The
Netherlands, and Singapore. The lessons I learned Amazon.com for your iPhone and
while executing this strategy, relative to navigating the Steve Freemerman
Kindle Devices.
RLA Webinars are hosted and run by each Industry Committee.
Webinars are FREE and available to

anyone who registers for the event.
These Webinars are held monthly for
each Industry Committee. They are
20-30 minute presentations given by a
US: had expected, required a greater amount of my time, professional in that Industry, and then
In comparing and contrasting the work ethic and cultures, and was overall more complex compared to the US. I the opportunity is opened up to webinar
the main attribute I would assign to my distribution was challenged on several occasions regarding process attendees to ask Questions and share
partner in the US would be flexibility. This attribute is and existing documentation, which further delayed
also one of the customer service elements measured on execution. This was initially frustrating, but as a result,
information relevant to the given topic.
a monthly vendor scorecard and one with which this the quality of the output matched my expectations
vendor continues to outperform against the expectation exactly and over-all quality of the product shipped from Committee Topic Chairmperson Company
each month. There was also an ability of the vendor to this location is unmatched. Additionally, with the help
Developing Standards for Food Safety and
read between the lines and interpret limited input into of the Netherlands based process engineer, we created a Standards Dr. John Ryan Ryan Systems
Quality during Transportation Processes
execution. I could provide a fewer details and expect our Global Standard Operating Procedures document, which
partner to move quickly. Finally, the US vendor would became the blueprint for all of our Reverse Logistics Retailers Returns After Christmas: Challenges and Issues Derek Palmer Transform
also provide creative solutions to existing problems Solution centers.
Life Sciences Life Sciences Reverse Logistics Best Practices Gailen Vick RLA
without intervention or specific requests. The result of
these interactions was that I was able to move quickly APAC: Europe Driving Post Sales Value Upstream Paul Slaven Intel
and meet timelines. The unintended consequence was To support our customers in the Asia Pacific region, APAC APAC Chapter Report Mohan Kumar D Hewlett-Packard
that the reality of the output wasnt always what I had we selected Singapore as the site for the Reverse
Impactos da LRS (Lei de Resduos Slidos) Nos Orlando Cattini
intended. This would be a problem I would resolve by Logistics services for our customers in this region. Brasil FGV
Processos Operacionais Junior
lessons learned in EMEA and APAC shortly. Armed with lessons learned from the US and EMEA
implementation, the stand up of the Singapore center Better, Faster Returns Processing & Data
Software Solutions Roger Levi Intel
EMEA: was almost seamless. As with the location in the Collection Part 2
For the EMEA region, a distribution center in Apeldoorn Netherlands, there were detailed questions and requests
Wireless
Netherlands was selected for returns and replacement for documentation and at this point I had the answers Being Green and Socially Responsible Amy Augustine U.S. Cellular
Telecommunications
shipments in the EMEA region. In standing up a ready and global documentation prepared to facilitate
returns center it became quickly apparent that I needed a successful integration. An attribute distinctive to this Africa What is the state of reverse logistics in Africa? Craig Plowden Revlogs (Pty) Ltd
to provide a greater level of detail in my instructions, region is that my Singapore business partners would
my documentation, and answers to many unexpected follow my direction exactly as communicated and do it Data Storage Secondary Market for Drives Tom Burnam Western Digital
questions. As a result, the process took longer than I quickly. This meant that it was critical that I took the
US International
Consumer Products U.S. Exports of Used Electronic Products Michael Anderson
Trade Commission
regionalized and RL Solutions
consistent service to
our customers with
We help YOU connect to . . .
quick replacement
cycles, provide
our international
distributors better Academic Institution Research
service, roll-up Careers
screening data from
all refurbishment Consultants
centers to provide Emergency Recalls Providers
a meaningful
feedback loop internally, and manage replacement Internships
inventory effectively. Along the way, I made some great Label Standards (SQRRL Code)
business relationships, some new friends, and had the
great pleasure to experience different cultures, food, Mergers & Acquisitions
traditions, work ethics, and lifestyles. New & Repurposed RL
Steve Freemerman is the Facilities
department head and manager RL QUOTE - 3rd Party
of Global Reverse Logistics
and Post Sales Service for Service Providers
GoPro. Steve is responsible
for the global returns, testing,
and disposition of GoPro
products with an emphasis on
the technical and operational We know that many Manufacturers, Retailers
appropriate time to assess the directions I was provided requirements of the position. Steves previous experience & 3PSPs spend a lot of time, energy, and money
and anticipate the outcome because I was going to get covers 14 years in leadership positions of forward and trying to find the right solutions.
exactly what I requested. The outcome was that I was reverse logistics programs related to enterprise telecom,
able to both execute quickly and with a high level of consumer internet access, and mobility. Steve received
sustained quality. his Bachelors degree from the University of Tennessee, So we offer ways to expedite your solutions
The Supply Chain Professional Certification from search at NO COST to you, while you remain
With an established Global Reverse Logistics and Georgia Tech, and an MBA from The Robinson College anonymous.
Post Sales Support Network, we are able to provide of Business at Georgia State.
RL Solutions Its Confidential and FREE.
RL Careers
For more information visit RL Solutions at
GoPro This is your place to post jobs* www.RLA.org
Aftermarket Services Manager within the Reverse Logistics
Industry.
PlanITROI
Marketing Manager If you are a job seeker or a hiring RL Solutions
Business Development Manager - manager looking to staff positions
IT Asset Disposition within the Reverse Logistics Industry,
Product Re-marketing Specialist this is the place for you. Contact RLA
Connections for more information!
*RL Solutions Careers is a service available to Bronze
Members and above.
The Family Office: An Alternative Capital Solution
Article
by Jay S. Lipsey, Partner with McCombie Group
There are many circumstances that lead an owner Selling or partnering with a family office might be a better
to decide it is time to sell or bring a capital partner option if any of the following statements apply:
into the business. A retiring owner may not have
a willing successor or the younger generation may 1. If what happens to your business, employees, and
want to grow the business but lack sufficient capital community matters to you post-sale.
to take it to the next level. While a business owner 2. If you are going to have an ongoing interest and
may desire to sell their business outright, very often involvement in the business, and care about
earn-outs, seller notes, and minority stakes mean partnering with someone who can add value.
that their professional and economic future are
tied to the ongoing performance of their business, 3. If you require a creative, flexible structure outside of
now under new ownership. Consequently, aside the plain vanilla asset sale.
from aligning financial interests, business owners
must carefully assess the cultural and personality fit of Maintaining your legacy
any prospective investor. Family office investors are a While obtaining a fair price is a major part of selling
relatively unknown option that can offer both better a business, owners must realize that buyers may have
compatibility and superior economics over the long- differing intentions. Strategic buyers and institutional
term. firms often treat small and mid-sized acquisitions as
candidates for downsizing (e.g., eliminating duplicate
Family offices are organizations dedicated to managing costs, etc.) or a quick flip. Many prospective sellers place
the wealth of an ultra-high net worth family, usually with a premium on purchasers and partners who are likely
a net worth of at least $200 million. The origins of their to respect the knowledge and experience of various key
wealth most commonly stem from the sale or operation stakeholders, including employees, suppliers, and the
of a successful private business, providing them with an community at large. Family offices will offer that respect
inherent understanding of the unique circumstances of because they come from family businesses themselves.
family businesses. Many of these family offices choose Another advantage that family offices offer is that of a
to acquire or invest into closely held businesses with the long-term perspective, fostering a multi-generational
goal of making more money than can be achieved via the outlook for the companys future. Rather than chasing
public markets. quick, speculative profits, family offices are committed
Using Your Supply Chain
As A Competitive Weapon
A Practitioners Guide to Supply Chain Management
By: Dr. Tony Vercillo
to patiently creating sustainable value by running the Challenges of working with family offices Learn the secrets to supply chain
business the right way for long-term performance. For Working with a family office presents some unique success
example, their conservative nature often translates into issues which should be taken into consideration. Since
using minimal amounts of debt to ensure the resilience numerous family members must often approve potential
of the business during recessionary times. investments, deals tend to take longer to complete. From
Learn the 10 steps to gaining supply
our experience family offices invest not just based on the chain dominance
Experienced Outlook numbers but also upon the relationship; and often request
Having the right owner can dramatically impact the value
of a given company. While some family offices consider
multiple one-on-one meetings to get comfortable with Learn why off-shoring to a foreign
their future partners. Additionally, some family offices
a variety of sectors, most tend to prefer investments can be hard to find due to their preference for privacy.
country may NOT be a good idea
in industries where they have experience generally Others operate publicly, with an active role trying to
where they initially made their money. Partnering with a meet business owners to see if there exists a fit between Learn the Technologies that make a
family office can provide a business with the benefit of a
knowledgeable owner who can add value by sharing best
the parties (in full disclosure, I am a partner at a firm that difference
is backed by a network of family offices).
practices and any other skills that contributed to their
prior successes. Unlike traditional investment funds, Conclusion Learn the Key Performance Metrics
which generally have dozens if not hundreds of investors, The family office has been a rising source of capital that that will drive your business to new
most family offices focus their attention towards the can offer business owners a collaborative partner with
success of a limited number of companies.
heights
parallel objectives. When owners place importance on
the values behind their business rather than solely the
Flexible Capital highest price that can be attained in todays market, the Learn the future of global supply
Without the restrictions placed upon traditional family office can provide a superior long-term solution
institutional and public buyers, family offices have the that better accommodates employees, communities, and
chain management
ability to structure a transaction in a personalized way other stakeholders.
http://www.rla.org/productview.php?id=1479
most relevant to a business owner. For example, an
agreement may allow for a staged buyout over time or Jay S. Lipsey (jlipsey@mccombiegroup.
the oppositefor the original owners to buy back into com) is a partner with McCombie Buy Now
the company. Many family businesses seeking growth Group, a private investment firm
$
39 95
capital are sensitive to forced exit clauses, which enables backed by a network of family from
an investor to force a sale of the entire business after a across the Americas. It actively seeks What is it all about
stipulated amount of time. Traditional funds have a fixed to deploy long-term equity into An in-depth summary of Using your Supply Chain as a
lifespan and therefore require this clause to ensure they established, family-owned operating Competitive Weapon: A practitioners Guide to Supply
can return capital back to their investors. businesses. Chain Management
RLA Membership Our Newest Members
Network with the Platinum Members
World of Reverse Logistics
With an RLA Membership You Can: Gold Members

Learn Best Practices Download Conference
Presentations
Make Valuable Connections
Search for new Vendors/Partners -
CONFIDENTIALLY
Silver Members
Find New Facilities
Find New Employees/Employers
Search Worldwide Directory of 3PSP, OEM/
ODM and Retailer Companies
Become Involved with Industry Committees
Receive vouchers to attend RLA Conferences &
Expos and Regional Seminars
Discounts on Exhibiting, Sponsorships, Research
and Advertising
Bronze Members
To Learn how to obtain these plus additional benefits

through membership call 1-801-331-8949 x40
or visit www.RLA.org
feature Article
Impact of an online retail customers return experience:
- 85% of customers WILL NOT shop with you again if

the return process is not convenient
Returning Thoughts
-95% of customers WILL shop with you again if the
returns process is convenient. Harris Interactive study
Key Metrics: Once we began using these four simple

Reverse Logistics Success Quotes to metrics, Days/Time to Issue RMAs, Days to issue Repair
Help Build Your Business Case for Improvements Estimate, Days to Repair, = total repair time, we achieved
a reduction of over 75% of time within 18 months and
by Paul Rupnow significant increase in customer satisfaction. iRobot,
When building a business case to improve your rather to eliminate Bad Practices; and
Reverse Logistics or get funding on technology or
To Maximize Bottom Line, Drive Every Return to its
software to improve your Reverse Logistics operations,
Highest and Best Use, Dan Gilbert when he was Vice
it is often very helpful to have good quotes, references,
President of Reverse Logistics for Cisco RLA Vegas
success stories or case studies to back up your
2006
proposal. Below I have assembled a number
of excellent quotes and references you At least a 40% processing saving
can use to help others understand resulted by Companies who
the opportunity you are had mapped their Reverse
presenting: Logistics processes and
Inbound Logistics These companies also
Magazine: As companies experienced a 20% higher
strive to wring every recovery rate on returned
cent out of their logistics products. Research
costs, theyre increasingly results presented by
taking a hard look at their Professor James Stock,
reverse logistics practices. University of South Florida
And no wonder -- they may
find a motherlode waiting to Price Erosion is the silent
be mined. In the article Getting killer. Grey Williams VP
Started in Reverse Logistics by Supply Chain at Logitech.
Leslie Hansen Harps. Logitiech uses an Excess index
that calculates the cost of doing nothing,
Harvard Business Review: Even with reverse supply i.e. how much money the company stands to lose by not
chains, forward thinking pays big dividends in the properly dispositioning its returned/excess products.
article The Reverse Supply Chain.
Remember: its about recovery, not about cost If
Forbes Magazine: bottom line impact can be a huge somebody will process for $.10/unit less but cannot
one in the article The Reverse Side of Logistics: The properly execute a RTV for a $500 item, you didnt
Business of Returns save $.10, you lost $499.90. Rob Saper OfficeMax VP
Supply Chain Logistics at RLA Vegas 2013
Our primary goal is not so much Best Practices, but
ADVERTISER INDEX
help you craft your plan or build your case. Feel free to
send me (paul@andlor.com) your results, experiences or APU Ad StudyatAPU.com/rl 39
quotes for a future article. APU Banner StudyatAPU.com/rl 63
CES - Algorithm CESweb.org 29
CES - Explore CESweb.org 23
CES - Science CESweb.org 13
CES - Shows CESweb.org 43
www.ReverseLogisticsProfessional.com McCombie Group - Families www.mccombiegroup.com 15
Don Patch, Director of Global Logistics, iRobot RLA McCombie Group - Sell www.mccombiegroup.com 19
Paul Rupnow - Director, Reverse Logistics Systems, Andlor
Vegas 2014. Logistics Systems Inc. RL Certifications http://www.rla.org/education.php 47
Building a Reverse Logistics project business case is Editor - Reverse Logistics Professional Report Business RL Magazine for Purchase http://www.rla.org 6
a challenge. Hopefully some of the above quotes will Insights and Strategies for Managing Product Returns RL Green to Gold http://www.rlquote.com 25
RL Solutions http://www.rlquote.com 53
RLA Atlanta Conference & Expo http://rltshows.com/na.php 37
RLA Device Ad http://www.rla.org 49
RLA Membership http://www.rla.org/memberships.php 58
There is great content available in RLA News Clippings http://www.reverselogisticstrends.com/newsletter.php 45
RLA workshops this year. RLA - Product Life Cycle

RLA - Terminology
http://www.rla.org
http://www.rla.org/reverse-logistics.php
33
61
Youre in town for the RLA Conference & Expo, why not take
advantage of your Monday and learn more about RL in an interactive RLA Webinars http://www.rla.org/webinars.php 51
classroom setting. RLA Workshops http://www.rlashows.org 62
Supply Chain Book http://www.rla.org/productview.php?id=1479 57
Beginning at 9:00AM on the day prior to the conference, a
registration fee of $999.99 allows you to attend any three workshops. Utah Life Elevated http://www.business.utah.gov 64
Values - Emerson www.Values.com 17
Some Past Workshops Values - Nelson Mandela www.Values.com 55
Successful Outsourcing - RFQs, Contracts and SOW presented by Gailen Vick, RLA
Values - Oscar Wilde www.Values.com 21
Customer Experience by Kok Huan Tan, Senior Service Program Manager, DELL
Leverage RL to Drive Sustainability & Reduce Expenses by Jesse LaRose, ESE Solutions Values - Team Hoyt www.Values.com 31
Values - Woodrow Wilson www.Values.com 41
What is RLA? http://www.rla.org 35
Register now www.RLAshows.org

BUSINESS SUCCESS HINGES ON
LOCATION, LOCATION, LOCATION.
A REMINDER FROM THE FOLKS IN
UTAH, UTAH, UTAH.
Here, energy rates are among the best in the nation, the cost
of living is well below average and our cities rank among
the lowest in heath care spending. To nd out more
reasons why Utah was named Forbes Best State
for Business and Careers for the third year in
a row, call, call, call.
60 E South Temple St. Salt Lake City, UT 84111 | 801.538.8879 | business.utah.gov

RLMagazine Edition 75

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

RLMagazine Edition 75

Uploaded by

Copyright:

Available Formats

Serving the Health Sciences, Retail, and High Tech Industries

World Leaders Have Major Impact

Barack Obama Xi Jinping Shinzo Abe Angela Merkel David Cameron PM

official magazine of the

BPA Worldwide Membership May 2010. Printed

Jennifer Bilodeau, Reverse Logistics Talk Michael Alner, Intel

Brad Larsen, Hewlett-Packard Will Kyzer, Anchorage Economic Development Corporation

Jerry Schmidt, Asset Priority Sync, Inc

Anthony Allen, SourceAmerica Mike Hiday, Green Wave Computer Recycling

Paul Baum, PlanITROI Laurent Kitzinger, SoftThinks

Brianne Boettner, Best Buy Jose Luis Villalvazo, Hewlett-Packard

Mark Ferguson, University of South Carolina Join today at www.RLA.org

FOOD AND BEVERAGE (UNSALEABLES) Focus Committees continued on to page 5

Minimal: Basic failure record. (free)

<E50> <D51>[150815][561X 306 0x00/3FF,350X 310 0x00/3FF]

Group Group # Test # Test Error Code Error Description

<D51> [150815][561X 306 0x00/3FF,350X 310 appearance of the test

Conclusion Acknowledgments: The Eurosoft concepts described

CES 2016 JAN. 6-9, 2016

January 06 - 09, 2016 April 04, 2016

www.RLA.org www.RLAshows.org www.RLmagazine.com

Once universally adopted, such a field on a product There, with hypertexts,

In its commitment to giving you the greatest opportunities

46 Reverse Logistics Magazine Edition 75 www.RLmagazine.com

My goal would be to establish a global program to

Available Now on iTunes and

Webinars are FREE and available to

World of Reverse Logistics

With an RLA Membership You Can: Gold Members

To Learn how to obtain these plus additional benefits

- 85% of customers WILL NOT shop with you again if

Key Metrics: Once we began using these four simple

RLA workshops this year. RLA - Product Life Cycle

Register now www.RLAshows.org

60 E South Temple St. Salt Lake City, UT 84111 | 801.538.8879 | business.utah.gov

You might also like