Improving post-sale reverse logistics in department stores: a Brazilian case study

Melhorando a logística reversa de pós-venda em lojas de departamento: um estudo de caso brasileiro

Abstracts

Post-sale reverse logistics has grown in importance in the supply chain. As a contribution to scientific innovation, we present a structured procedure for reverse supply chain management of goods after sale. In addition, a comparison is made between the structures of direct supply chains by checking the similarity in terms of transport operations, inventory management and information management, which allows its application in the case study. This paper aims to suggest a procedure to structure the reverse logistics chain which is based on Process Management and consider three basic levels: Product Entry Management, Resource Management and Performance Management in the Reverse Logistics Chain. A bibliographical and documentary review was conducted in addition to a field research with a group of three department stores. The data collected from the companies using questionnaires and interview shows that the application of the procedure suggests that a better structuring of management in post-sales reverse logistics in the retail market can improve financial results in companies by contributing to reduce product returns and consequently its costs, improve efficiency in inventory and storage management, improve assets usage, increase revenue and promote social benefits such as donation of the products which was used and had been returned for charity.

process management; reverse logistics; retail

A logística reversa tem crescido em importância na cadeia de abastecimento. Como contribuição científica inovadora, apresenta-se, a partir de uma revisão bibliográfica do processo de gestão da cadeia logística reversa, um procedimento estruturado para gestão da cadeia logística reversa de bens de pós venda. Adicionalmente é feita uma comparação com as estruturas das cadeias logísticas diretas, verificando-se a similaridade em termos de operações de transportes, gestão de estoque e gestão da informação, o que permite sua aplicação no estudo de caso. Este trabalho tem como objetivo sugerir um procedimento para estruturar a cadeia de logística reversa, que é baseado em Gestão de Processos e considera três níveis básicos: Gestão de entrada do produto, Gestão de Recursos e Gestão do Desempenho na Cadeia Logística Reversa. Uma revisão bibliográfica e documental foi realizada, além de uma pesquisa de campo com um grupo de três lojas de departamento. Os dados coletados dessas empresas através de questionários e entrevistas mostram que a aplicação do procedimento sugere que uma melhor estruturação da gestão em logística reversa de pós-venda no mercado de varejo pode melhorar os resultados financeiros nas empresas, contribuindo para reduzir os retornos de produtos e, conseqüentemente, seus custos , melhorar a eficiência no estoque e gerenciamento de armazenamento, melhorar o uso de recursos, aumentar a receita e promover benefícios sociais, como por exemplo a doação dos produtos que foram usados e foram devolvidos para a caridade.

gestão de processos; logística reversa; varejo

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Publication Dates

• Publication in this collection
  05 Feb 2014
• Date of issue
  Apr 2014

History

• Received
  08 Apr 2013
• Accepted
  18 Oct 2013
• Reviewed
  29 Sept 2013