Chip eServices Blog

I have been studying part time for an M.Sc. in Supply Chain Management for the past three years. To complete my studies I am currently writing a Dissertation focused on IT in Reverse Logistics. While doing my research for this dissertation I found several good Web sites relating to Reverse Logistics and to after sales service in general. Here are seven I found particularly interesting with a short note on each.

http://www.warrantyweek.com
This is a fascinating site that collects warranty cost information from published annual reports of listed corporations.

http://www.reverselogisticstrends.com
This organization, headed by Gailen Vick, seems to be the most active reverse logistics organization on the planet with three conference/exhibition held annually (USA, Europe, Far East) and multiple workshops. They offer free profile registration to third party service providers 3PSPs. These profiles are then available to members.

http://www.afsmi.org
The Association for Service Management International is a global not-for-profit professional member based association for customer service and support executives and has been in existance since 1975.

http://www.eicta.org
After you reach the site, select the Issues tab on the menu and go the the ‘After Sales Issue Group’. Eicta publish the IRIS coding system which is a multilingual coding system to facilitate data collection and feedback of service information in the Brown (TV &Hi-Fi) and White (Electrical Kitchen Appliance) goods sectors and the ICT sector. Be sure and download the ‘IRIS Course’.

http://asc.comptia.org
CompTIA offer lots of resources for the Electronics and IT sectors. In particular they list members in different geographic areas. This is useful if you’re looking to appoint a Service Centre.

http://www.rlec.org
The Reverse Logistics Executive Council is a small but very focussed group. Be sure and download the free book by Dale Rogers and Ronald Tibben-Lembke. The book is extremely good and is the most quoted reference on Reverse Logistics ever written.

http://www.rosettanet.org
Rosettanet is an organization that develops Partner Interface Processes (PIPs). These are standards to define eCommerce communication messaging and orchestration. PIP 6 relates to Reverse Logistics.

Please let me know if you have found other Reverse Logistics web sites of interest. For the record, I am not connected in any way with these Websites or with the organisations that publish them other than as a subscriber to their services.