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Sample SOP Process Map

This document outlines the warranty returns process through a 3PL (third party logistics) channel. It describes the key steps from a customer initiating a return, to the product being delivered back to the company. These steps include entering the return details, accepting or rejecting the return, arranging payment and transport, collecting and packaging the product, obtaining a signature, and closing out the warranty return record. The document references various organizational policies governing the sub-processes and roles involved.

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Yuvas142
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95 views1 page

Sample SOP Process Map

This document outlines the warranty returns process through a 3PL (third party logistics) channel. It describes the key steps from a customer initiating a return, to the product being delivered back to the company. These steps include entering the return details, accepting or rejecting the return, arranging payment and transport, collecting and packaging the product, obtaining a signature, and closing out the warranty return record. The document references various organizational policies governing the sub-processes and roles involved.

Uploaded by

Yuvas142
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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SOP-SCM-0072: Warranty Returns - Reverse Logistics - 3PL Channel

Version:2.4 Dated 11/06/2016

OP:2015-54908 Process Boundaries CUS – Customer Sub-Process


Start End WPT – Warranty Return Portal People/Roles
Return Product SOP-SCM-0072: Warranty Returns Systems/Applications
Reverse Logistics - 3PL Channel
CUS OP-Organizational Policy
Return Product Close WRR
OP:2015-55198

OP:2015-53999

OP:2015-54712 CUS WPT

Product Return Enter Customer CUS


OP:2015-55003
Accepted Details OP:2015-53119 Product Delivered
Customer

CUS
CUS WPT CUS WPT WPT CUS WPT

Open Warranty Display Warranty Pay Shipping


Enter Details Decision OP:2015-55433
Portal Status 41
9 Charges OP:2015-55466
5-54
01
OP:2015-54378 OP:2015-55746 OP:2015-55147 P:2
O Satisfaction Survey
OP:2015-53305 CUS
OP:2015-54599
WRR Closed
Product Return Payment
Rejected Successful 19
32
15-5
SOP-SCM-0043 0
OP:2015-53892 O P:2 WRR Copy
Product Repair

TMS – Transport Mgmt. System TMS OP:2015-53911 OP:2015-54498 OP:2015-53191 OP:2015-53260

TPC – Transport Clerk OP:2015-55612 Alert 3PL Partner Collect Pkg Mtl Collect Product Obtain Signature Close WRR
DRV – Truck Driver
TPC DRV DRV
Transporter

OP:2015-53260 OP:2015-53751

Package Product Generate WRR Deliver Product


SOP-SCM-0015 OP:2015-53011
DRV DRV DRV
Transporter KPIs

Alert 3PL Partner Collect Product Package Product Deliver Product

OP:2015-53034 OP:2015-54495 OP:2015-54207 OP:2015-55287 OP:2015-55698 CSE – Customer Service Executive

Assess Product Estimate Delivery Create Job Order Assign Executive Complete Work Inform 3PL SMS – Service Management System
SOP-SCM-0016 SUP – Service Supervisor
Service Centre

Service Centre KPIs TEC TEC OP:2015-54397


MGR – Service Manager

Rejected OP:2015-53023 TEC – Service Technician

Repair/Replace
22 63
SM 44 48
S 15-5 5-5
SOP-SCM-0021 Process SOP-SCM-0072
:20 OP:2015-53909
:20
1 OP:2015-54999 Inventory Mgmt.
OP OP Client -
SOP-SCM-0067
Product Development Replace Product Seek Approval Approved Select Eq.Model Designed By Venkadesh Narayanan
Prepared By Bharathi L
MG CSE OP:2015-55667
R Approved By -

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