I Changed My Mind
"I changed my mind" is a case study aimed at
investigating backward chain management.
Returns are often interpreted as negative
occurrences and can be
seen as the last "block" in a supply chain. However,
this study illustrates is that returns are a
great source for customer profiling and can lead to
an increase in market shares if managed correctly.
This research focuses on getting a better
understanding of the dissatisfied customer's
actions to be able to prevent product
returns. Investigations are also made concerning the
internal processes on how product returns are
managed. In this case; how processes can be improved
to lower costs at the case company; Alfa.
Enjoy your reading and see how your company can
prevent your customers from changing their minds.
