Principal causes and challenges for reducing product returns: applying FMEA in a case study

Boccaletti, Bruna Caffaro; Mello, Luiz Carlos Brasil de Brito; Bastos, Isadora de Paula

doi:10.1590/1806-9649-2020v28e5115

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ORIGINAL ARTICLE • Gest. Prod. 28 (2) • 2021 • https://doi.org/10.1590/1806-9649-2020v28e5115 copy

Principal causes and challenges for reducing product returns: applying FMEA in a case study

Principais causas e desafios para a redução de retorno de produtos: aplicação da FMEA em um estudo de caso

Authorship SCIMAGO INSTITUTIONS RANKINGS

Abstract:

The current economy has demanded from organizations greater quality in their operations, which makes necessary to avoid non-compliance of processes that generate extra expenses, efforts and influence satisfaction of clients. This article aims to understand main causes of products returns from market in a cosmetics company. Based on literature review and application of a quality tool, FMEA (Failure Modes and Effects Analysis), in the case study, solutions and their effects on the organization are evaluated. After studies, new solutions and suggestions were proposed to reduce organization's post-sale reverse logistics.

Keywords:
Reverse logistics; Market returns; Causes analysis; FMEA


Process	Fail Mode	Potential Effect	Potential Cause	Current Control	Severity	Frequency	Detection	NPR	Contention	Correction	Adopted

Branches of economy	Post-consumer channel	After-sales channel
Food	X	X
Automotive	X
Editorial		X
Home appliances	X	X
Disposable packaging	X
Pharmaceutical		X
Hygiene	X
Computing	X	X
Construction material	X
Metallurgical	X
Paper	X
Chemical	X	X
Cell phone		X

	TACTICS	FAILURE MODES
	Import Operation	Non-conforming product requirements
	Factory Production	Non-conforming product requirements
	Factory Preparation	Breakdowns, quantity divergences, volumes/inverted items
	Supply and processes - CD	Divergence of quantity, volumes/items reversed, non-conforming validity
	Order preparation - CD	Failures, divergence of quantity, volumes / items reversed, order requirements
	Order incoming	Failures, divergence of quantity, volumes / items reversed, incoming divergence, tax divergence / collection, claim
	Order receipt	Divergence of information in the customer's system, divergence in receipt
	Typing the request - Sales Force	Non-conforming order, inconsonant price
	Typing the request - EDI/Billing	Non-conforming order, inconsonant price
	Order verification/customer	Tax divergence / charged, product not registered, order canceled

Evaluation	Detection (cause control capability and / or failure mode)	Occurrence (of cause)	Severity (of effect)
1	Error-proof device	0	Accomplished issuance
2	Multiple automatic checking in 100% of cases (various process steps)	0.1% to 5%	First reissuance
3	Automatic verification in 100% of cases	5.1% to 10%	Second reissuance
4	Multiple manual checking in 100% of cases (various process steps)	10.1% to 15%	Credit node
5	Manual verification in 100% of cases	15.1% to 20%	Replenishment
6	Multiple sample verification (various process steps)	20.1% to 25%	Partial regress - void invoice
7	Single step sampling verification	25.1% to 30%	Partial regress < 20K
8	Random verification based on previous guindance (training)	30.1% to 50%	Partial regress > 20K
9	Random verification without previous guindance	50.1% to 70%	Integral regress < 100K
10	No verification	70.1% to 100%	Integral regress > 100K

Process	Fail Mode	Effect	Causes	Current Control	Rigor	Frequency	Detection	NPRs
Request Typing - Sales Force	non conforming request	full return < 100k	without request/ unsolicited quantity(SF)	no verification	8	10	10	800
Order Issuance	volume failure/ items	full return > 100k	failure - delivery	one-step sampling verification	10	9	7	630
Order Issuance	divergence of quantity	full return > 100k	divergence of quantity - delivery	one-step sampling verification	10	9	7	630
Order Typing - Sales Force	non conforming request	partial return > 20k	without request/ unsolicited quantity(SF)	no verification	6	10	10	600
Order Issuance	volume failure/ items	full return < 100k	failure - delivery	one-step sampling verification	8	9	7	504
Order Issuance	divergence of quantity	full return < 100k	divergence of quantity - delivery	one-step sampling verification	8	9	7	504
Order Preparation	volume failure/ items	full return < 100k	failure - preparation (DCs)	multiple sample verification (various stages of the process)	8	9	7	504
Order Preparation	volumes/ inverted items	full return > 100k	reversal - preparation/ picking (DCs)	manual verification in 100% of cases	10	10	5	500
Factory Preparation	volume failure/ items	full return < 100k	Coloring fragility/Promo	multiple sample verification (various stages of the process)	8	10	6	480
Order / customer verification	canceled order	full return < 100k	order cancellation	no verification	8	6	10	480
Order Preparation	volumes/ inverted items	full return < 100k	reversal - preparation/ picking (DCs)	manual verification in 100% of cases	8	10	5	400
Order Typing - Sales Force	non conforming request	partial return < 20k	without request/ unsolicited quantity(SF)	no verification	4	10	10	400
Order Issuance	divergence of quantity	partial return > 20k	divergence of quantity - delivery	one-step sampling verification	6	9	7	378
Order Receipt	divergence of information in the customer's system	full return < 100k	divergence in the system/ customer conference (general)	random checking based on previous guidance (training)	8	5	8	320
Order Issuance	loss	Full return	force majeure	no verification	10	3	10	300
Order Preparation	volumes/ inverted items	partial return > 20k	preparation/ picking (DCs)	manual verification in 100% of cases	6	10	5	300
Order Typing - Sales Force	non conforming request	full return > 100k	other (typing request) (SF)	no verification	10	3	10	300
Order Typing - Sales Force	non conforming request	full return < 100k	duplicate request	random checking based on previous guidance (training)	8	4	8	256
Order Issuance	volume failure/ items	partial return < 20k	failure - delivery	one-step sampling verification	4	9	7	252
Order Issuance	divergence of quantity	partial return < 20k	divergence of quantity - delivery	one-step sampling verification	4	9	7	252
Order Preparation	volume failure/ items	partial return < 20k	failure - preparation (DCs)	multiple sample verification (various stages of the process)	4	9	7	252

Process	Fail Mode	Causes	Current Control
Factory preparation	volume failure/ items	Coloring fragility/Promo	multiple sample verification (various stages of the process)
Order preparation	volume failure/ items	failure - preparation (DCs)	multiple sample verification (various stages of the process)
Order preparation	volumes/ inverted items	reversal - preparation/ picking (DCs)	manual verification in 100% of cases
Delivery of the order	loss	force majeure	no verification
Delivery of the order	volume failure/ items	failure - delivery	one-step sampling verification
Delivery of the order	divergence of quantity	divergence of quantity - delivery	one-step sampling verification
Receiving the request	divergence of information in the customer's system	divergence in the system/ customer conference (general)	random checking based on previous guidance (training)
Typing the request - Sales Force	non conforming request	without request/ unsolicited quantity(SF)	no verification
Typing the request - Sales Force	non conforming request	other (typing request) (SF)	no verification
Typing the request - Sales Force	non conforming request	duplicate request (SF)	random checking based on previous guidance (training)
Order / customer verification	canceled order	order cancellation	no verification

Process	Fail Mode	Effect	Causes	Current Control	NPR (Jun - Aug)	NPR (Jun - Sep)	NPR (Jun - Oct)
Request Typing - Sales Force	non conforming request	full return < 100k	without request/ unsolicited quantity(SF)	no verification	800	720	800
Order Issuance	volume failure/ items	full return > 100k	failure - delivery	one-step sampling verification	630	630	630
Order Issuance	divergence of quantity	full return > 100k	divergence of quantity - delivery	one-step sampling verification	630	630	700
Order Typing - Sales Force	non conforming request	partial return > 20k	without request/ unsolicited quantity(SF)	no verification	600	600	600
Order Issuance	volume failure/ items	full return < 100k	failure - delivery	one-step sampling verification	504	504	504
Order Issuance	divergence of quantity	full return < 100k	divergence of quantity - delivery	one-step sampling verification	504	504	560
Order Preparation	volume failure/ items	full return < 100k	failure - preparation (DCs)	multiple sample verification (various stages of the process)	504	432	336
Order Preparation	volumes/ inverted items	full return > 100k	reversal - preparation/ picking (DCs)	manual verification in 100% of cases	500	240	270
Factory Preparation	volume failure/ items	full return < 100k	Coloring fragility/Promo	multiple sample verification (various stages of the process)	480	480	480
Order / customer verification	canceled order	full return < 100k	order cancellation	no verification	480	400	400
Order Preparation	volumes/ inverted items	full return < 100k	reversal - preparation/ picking (DCs)	manual verification in 100% of cases	400	240	216
Order Typing - Sales Force	non conforming request	partial return < 20k	without request/ unsolicited quantity(SF)	no verification	400	360	400
Order Issuance	divergence of quantity	partial return > 20k	divergence of quantity - delivery	one-step sampling verification	378	378	420
Order Receipt	divergence of information in the customer's system	full return < 100k	divergence in the system/ customer conference (general)	random checking based on previous guidance (training)	320	320	320
Order Issuance	loss	Full return	force majeure	no verification	300	200	200
Order Preparation	volumes/ inverted items	partial return > 20k	preparation/ picking (DCs)	manual verification in 100% of cases	300	180	162
Order Typing - Sales Force	non conforming request	full return > 100k	other (typing request) (SF)	no verification	300	900	400
Order Typing - Sales Force	non conforming request	full return < 100k	duplicate request	random checking based on previous guidance (training)	256	64	256
Order Issuance	volume failure/ items	partial return < 20k	failure - delivery	one-step sampling verification	252	84	252
Order Issuance	divergence of quantity	partial return < 20k	divergence of quantity - delivery	one-step sampling verification	252	112	280
Order Preparation	volume failure/ items	partial return < 20k	failure - preparation (DCs)	multiple sample verification (various stages of the process)	252	216	168

Process	Fail Mode	Causes	Current Control	Actions	Classification of Actions	Action Status
Factory preparation	volume failure/ items	Coloring fragility/Promo	multiple sample verification (various stages of the process)	I. Strengthening Promo Boxes	I. Correction	I. Modifications made in early 2017 - Next modifications: 2018
Order preparation	volume failure/ items	failure - preparation (DCs)	multiple sample verification (various stages of the process)	I. Task force on dispatch	I. Contention	I. In progress since June 2017
Order preparation	volume failure/ items	failure - preparation (DCs)		II. Strengthening of the Master's Box	II. Correction	II. Tests in progress, implementation in 2018
Order preparation	volumes/ inverted items	reversal - preparation/ picking (DCs)	manual verification in 100% of cases	I. Task force on dispatch	I. Contention	I. In progress since June 2017
Order preparation	volumes/ inverted items	reversal - preparation/ picking (DCs)	manual verification in 100% of cases	II. Implementation of picking methodology in more lines	II. Correction	II. End of implementation on all lines - October 2017
Delivery of the order	loss	force majeure	no verification	I. Limiting exit times	I. Contention	I. Recurring practice
Delivery of the order	volume failure/ items	failure - delivery	one-step sampling verification	I. Strengthening of the Master's Box	I. Correction	I. Tests in progress, implementation in 2018
Delivery of the order	divergence of quantity	divergence of quantity - delivery	one-step sampling verification	I. Survey of gaps with the shipping company	I. Survey	I. To be performed
Delivery of the order	divergence of quantity	divergence of quantity - delivery	one-step sampling verification	II. Charges for cases of lack of volume	II. Awareness	II. Recurring practice
Receiving the request	divergence of information in the customer's system	divergence in the system/ customer conference (general)	random checking based on previous guidance (training)	No Mapped Actions	-	-
Typing the request - Sales Force	non conforming request	without request/ unsolicited quantity(SF)	no verification	I. Changes to the order form	I. Contention	I. In progress throughout the year
Typing the request - Sales Force	non conforming request	without request/ unsolicited quantity(SF)	no verification	II. Analysis and Report of nonconforming request by consultant	II. Awareness	II. In progress since October 2017
Typing the request - Sales Force	non conforming request	other (typing request) (SF)	no verification	I. Changes to the order form	I. Contention	I. In progress throughout the year
Typing the request - Sales Force	non conforming request	other (typing request) (SF)	no verification	II. Analysis and Report of nonconforming request by consultant	II. Awareness	II. In progress since October 2017
Typing the request - Sales Force	non conforming request	duplicate request (SF)	random checking based on previous guidance (training)	I. Changes to the order form	I. Contention	I. In progress throughout the year
				II. Analysis and Report of nonconforming request by consultant	II. Awareness	II. In progress since October 2017
				III. Verification of cases	III. Awareness	III. In progress since September 2017
Order / customer verification	canceled order	order cancellation	no verification	I. Process definition	I. Correction	I. Project for 2018
Order / customer verification	canceled order	order cancellation	no verification	II. Analysis and Report of nonconforming request by consultant	II. Awareness	II. In progress since October 2017

Universidade Federal de São Carlos Departamento de Engenharia de Produção , Caixa Postal 676 , 13.565-905 São Carlos SP Brazil, Tel.: +55 16 3351 8471 - São Carlos - SP - Brazil
E-mail: gp@dep.ufscar.br

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[1] Source: AGQ (2006)Associação Gaúcha para a Qualidade – AGQ. (2006). Curso FMEA: análise de modo e efeitos de falha em potencial (3. ed., 48 p.). Novo Hamburgo..