英語翻譯
4.1.Operational considerations
The study presented here involves WCC’s largestfacility in terms of physical space:553,000 squarefeet.Approximately 150,000 square feet of this is dedicated to returns operations.Although the distribution center is considered a one-unit building,the area for returns processing and the returns receiving gate are treated separately.Each is assigned an individual mailing address and a partitioned physical space.Several important considerations were taken into account when reverse logistics operations were designed.
4.1.1.Security
A major reason behind separating returns from outbound distribution related to security issues.Prior to establishing strict personal responsibility for handling returned products at WCC,many returned.
items were either lost or misplaced.The following scenario began to play out with increasing frequency:A customer would make an inquiry regarding delayed crediting for a return.After spending a considerable amount of time investigating the issue,returns personnel would report to WCC’s customer service that this particular returned product was registered as having entered the building,but could not be found in the distribution center.Customer service had no choice but to apologize to the customer for the delay and immediately charge back the account.Loss related to the low security level within the returns area was not only financial.The potential for eroding WCC’s competitive reputation was also at stake.As a wholesaler,WCC often serves the needs of direct retail competitors.Sensitive data are often loaded on the electronic products coming back from the market,and customers expect proper liquidation without any possibility that third parties might recover such information.The need to tighten security around reverse logistics was thus recognized.Currently,WCC has an airport-like security system run by a specialized separate firm.Employees have only one point to enter/exit the returns area.Metal detectors and personal security agents are assigned to monitor that point.The number of unaccounted returns is drastically minimized.
4.1.2.Shipping/receiving
A consistently recurring problem,for WCC returns managers and involved transportation companies alike,was the unloading of returns at the incorrect location within the distribution center.As a result,returned products were often mixed with new products waiting to be shipped.In addition,the shipping gate was frequently blocked by returns and much time was wasted sorting through the mix.Returns had to be internally transferred back to the returns area,often manually.Assigning a separate mailing address to the returns dock avoids these situations.Now,even new carriers and drivers are able to make an accurate delivery/shipping according to the predetermined gate.