I Changed My Mind: a Study of Product Returns; How They Can Be Managed to Create Opportunities and Lower Costs

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.