Chip eServices Blog

A few years ago, Microsoft went on a $2 billion acquisition binge of companies that supply business management software to small and mid-size organizations; Axapta, Great Plains, Navision, and Solomon. These applications were then managed, within Microsoft, by the Business Solutions Group. In 2005, it became increasingly public that Microsoft were going to integrate these […]

The term ‘reverse logistics’ has been voted one of the most unnecessary phrases for 2005, by the American Dialect Association. (http://www.americandialect.org/Words_of_the_Year_2005.pdf)

Turn Around Time (TAT) is probably the most important KPI in any Reverse Logistics operation involving a customer service aspect. In an earlier blog, I defined TAT as ‘The time from customer service request to problem resolution‘.
However there are lots of interpretations possible within this definition depending on your point of view. I know of […]

What are the Key Performance Indicators (KPIs) in Reverse Logistics? All KPIs in Reverse and Service Logistics fall into two categories.
1) Those that reflect customer service levels
2) Those that reflect cost
KPIs that reflect customer service levels:
Turn Around Time (TAT)
The time from customer service request to problem resolution.
Call-centre Resolution Rate (CRR)
The percentage of trouble-tickets dealt with […]

An ideal question to address, on the first day of a new year, in a Reverse Logistics blog is: What is Reverse Logistics? The following post contains all the aspects of RL that I could think of. Please let me know if I forgot something or if you agree or disagree with what I say.
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Reverse […]