This document provides a summary of articles from the Reverse Logistics Magazine issue 4 volume 5. It includes summaries of 3 articles: 1. "Boothmanship" Post Show Follow Up: Avoiding the Pitfalls of International Directing Reverse Logistics discusses the importance of following up on trade show leads properly. 2. Police Use New Tools to Build Case Against “The Richmond Girls” discusses how criminals are using new technologies in organized retail crimes. 3. Bad Economy May Not Be So Bad for Third Party Service Providers discusses how the economy may increase demand for reverse logistics vendor services and solutions.

1. “Boothmanship” Post Show Follow Up: Avoiding the Pitfalls of International Directing Reverse Logistics –
The Final Piece to Positive ROI Returns - Part 3 A Corporate Paradigm Shift
Page 10 Page 42 page 38
magazine
magazine
(Left to Right)
Bob Anderson – Manager, Global
Supply Chain Management
Dean Schiavone – Director, Global
Supply Chain Management
Mudit Agarwal – Solution Architect,
Customer Value Chain Management
Edition 22
Cisco: Optimizing the
Reverse Supply Chain to
Enhance the Customer
Experience - page 14
Printed on
Recycled Paper

3. Despite the Pressures and Challenges of a
Poor Economy, Businesses Are Still Planning
to Speed Global Expansion
Simplicity for Consumers Shepherds in
Electronics Recycling Success
Page 34
Opposites Attract: A Happy Marriage of
Forward and Reverse Supply Chain - Part 3
Page 20 Reverse Logistics
Issue 4 Volume 5
Page 12
CONTENTS
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“Boothmanship” Post Show Follow Up: The Final Piece to eting
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Positive ROI C
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Profitable trade show returns begin with proper planning and
Page 10
that must include the all too occurring error of insufficient
Best
Proc Buy – Tu
essing rnin
Page
28 into g Retu
Profi rn
t Cent s
attention and action on post-show activities. In fact, the Center
er
Publisher – Gailen Vick,
for Exhibition Industry Research reports that up to 80% of the Editor - Lyndsey Turner
leads gathered at a show are not followed up. Copy Editor - Elvie Engstrom
Manager of Marketing & Advertising -
Kelli Ray Feature Article
Technical Director - Luis DeGuzman
Creative Design – Lyndsey Turner
Directing Reverse Logistics – A Corporate Paradigm Shift
Page 14 Police Use New Tools to Build Case Against “The Richmond Board of Advisors
Jack Allen – Cisco Systems by Kurt Walker Reverse Logistics Association
Girls” Edwin Heslinga – Microsoft
by Detective Sean Smith Chuck Johnston – WAL-MART
The problem is that companies simply refuse to execute on the
Optimizing the Reverse Christopher Gant – Federal Express
Hartmut Liebel – Jabil Global Services fact that better RL management can be as important, or possibly
In the past few years, criminals at all levels – from simple Dr. Dale Rogers – U. of Nevada, Reno Page 39
Supply Chain to Enhance Page 22 shoplifters to those involved in organized retail crimes – have Bernie Schaeffer – Motorola (depending on case) more important to the profits of a venture as is
Doug Schmitt – Dell solid design, marketing or flawless to-market execution. One major
been taking advantage of the latest technologies as they go about
the Customer Experience their business.
Tony Sciarrotta – Philips Consumer
Electronics
flaw in the RL model is that there are so many competing voices
Susan Wackerman – Hewlett-Packard within the RL space.
Adds millions of dollars to For more information on the
Board of Advisors, go to
Cisco’s bottom-line ReverseLogisticsAssociation.org
Bad Economy May Not Be So Bad for Third Party Service Editorial and Circulation Office Survey
Providers 441 W. Main Suite D
Lehi, UT 84043-2024 This survey, consists of two questionnaires; one from the customer
by Micheal Blumberg Phone: 801-331-8949 perspective (OEM/retail) and one from the 3PSP perspective. The
by Bob Anderson & Fax: 801-206-0090
editor@RLmagazine.com questions are similar for comparative reasons. The results enable us to
Mudit Agarwal Most people want to know how the current economic state of www.RLmagazine.com provide state-of-the art information on returns volumes, returns causes
Page 31 affairs will affect the business they are in and their personal
BPA Worldwide Membership Applied
and processes and RL services. By taking this survey you make a
fortunes. The Reverse Logistics & Aftermarket Service Industry for March 2009. Page 45 significant contribution to the body of knowledge.
is not immune to this situation. Printed in the U.S.A.
Three years ago, Cisco implemented ISSUE 4 VOLUME 5
foundational changes in the Reverse REVERSE LOGISTICS MAGAZINE
Supply Chain space to develop and (ISSN 1934-3698) is published bi- Features
Avoiding the Pitfalls of International monthly for $18.00/per year by
build an end-to-end solution that would Reverse Logistics Association located
Returns Part Message from the 6
enhance both the customer experience at 441 W. Main Suite D, Lehi, UT Focus Committees 37
President
3
and unlock the value from product by Tom Stanton, AFMS 84043-2024. Periodical Postage
returns. The focus would include Paid at Lehi, UT 84043 and additional
mailing offices. Advisory Board 7 Technology Spotlight 41
changes in Asset Recovery, Receiving This is the third in a series of articles
and Disposition, Recycling, and Order Page 42 POSTMASTER: Send address
on international returns. In the first changes to REVERSE LOGISTICS
Management processes. A major Industry Committees 8 Technical Trends 46
article, the topic discussed was the problem of not preparing for MAGAZINE, 441 W. Main Suite D,
challenge for the team was to create Lehi, UT 84043-2024.
flexible and scalable solutions to address
potential returns of previously exported merchandise. And the Edition 22 published April 2010.
customer satisfaction. second article focused on country of origin and classification. Industry Events 33 Advertiser Index 49
This installment is a short summary of the information provided The information presented in this
publication has been provided by
in the first two articles. corporations and is believed to be Read the Press 36 Returning Thoughts 50
accurate; the publisher cannot assure
its completeness or accuracy.
Copyright © 2010 by Reverse Logistics Association. All rights reserved. Reproduction in whole or part without permission is prohibited.
4 Reverse Logistics Magazine • Edition 22 www.RLmagazine.com www.RLmagazine.com Edition 22 • Reverse Logistics Magazine 5

4. Reverse Logistics association Reverse Logistics association
Message from the Publisher Board of Advisors
The foundering economy around the world has everyone wondering what will A Board of Advisors comprised of industry experts has been set up to monitor and assist the Reverse
happen next. In the past the only time I heard about Greece was someone’s vacation Logistics Association management team in making informed decisions. Advisors include:
plans, now everyone talks about Greece as a financial burden, who would have Dan Gilbert – his responsibilities include Returns, Imports, Services. Previously, Doug held executive and
thought? I was in Brazil last month and I found the economy there was growing at Cisco Systems Exports, Tires and Printing and Mailing senior management positions in service and
an unbelievable rate! Distribution. finance at Dell, Inc.
Dan Gilbert is VP of
Worldwide RL at Cisco Hartmut Liebel – Doug came to Dell in 1997 from Sequent
Is the economy getting better or worse? Depending on whom you ask, existing Systems, Inc. His charter Jabil Global Services Computer Systems where he held various
when joining Cisco in 2005 senior level finance positions. Before Sequent,
government administrations say better, opposition parties say worse! But no matter was to define and create a world-class reverse Hartmut Liebel was named Doug worked in the banking sector.
what is happening, now is the time to cash in on the demand for Reverse Logistics logistics organization. Dan’s global team is President, Jabil Global
responsible for driving excellence in product Services (JGS), in October Tony Sciarrotta – Philips
vendor services & solutions. recovery, receiving, inventory, and recycling 2004. He joined Jabil as Consumer Electronics
operations, and for transforming returned Executive Vice President in July 2002 and was
Back in 2008 I stated, “Now is the time for companies to be ramping up marketing efforts to increase visibility product into value for Cisco shareholders. named Chief Operating Officer in October Tony is Director of Returns
2003. Management at Philips
and gain attention of manufacturers and retailers. I constantly hear that many manufacturers and retailers Christopher Gant – Consumer Electronics North
want to outsource programs.” So don’t slow down, it is time to accelerate your marketing efforts and finally FedEx Dr. Dale Rogers – America. In this position,Tony
Univ. of Nevada, Reno leadsreturnsreductionandentitlementinitiatives
outsource that program this is costing you way too much. Chris Gant is Director for formainstreamconsumerelectronics,and is also
FedEx Supply Chain Sales. He Dale Rogers is the Director currently concerned with further driving the
is responsible for all business of the Center for Logistics implementation of electronic registration for
That is what we are doing here at RLA, we are increasing our support services in order to be Management and a Professor Philips products at leading retailers.Working
development strategy and
meet the increase demand from our members. I want to announce 2 new support solutions; execution for both the FedEx SupplyChain of Supply Chain Management with Philips Sales, Service, Marketing, and
Systems and FedEx Emerging Products Sales at the University of Nevada. Dr. Rogers is the Philips Business Excellence Group, Tony
teams. a frequent speaker, a consultant to several is helping drive several teams to improve
Kurt Walker, Director of Special Events is developing educational networking leading firms, has been published in several the consumer experience and subsequently
events in the form of seminars & workshops, while at the same A 20-year veteran of transportation, logistics logistics journals and has published several reduce the high rates of products returned
and electronic commerce, Chris has extensive books on logistics and reverse logistics. His with no defect found.
time managing our international speaker’s bureau. expertise in the development and delivery of current research interests are focused on the
complex supply chain solutions for some of following: reverse logistics and returns, supply Susan Wackerman
Kelli Ray, Manager of Marketing & Advertising for the world’s largest corporations inclusive of chain technologies, e-business supply chain – Hewlett-Packard
both Forward and Reverse Logistics. He be- management, and supply chain management. Company
Reverse Logistics Magazine, is developing a series of gan his career with FedEx Ground (formerly
marketing solutions for companies to gain exposure on RPS) in 1989 as an operations coordinator Bernie Schaeffer – Motorola Susan Wackerman is current-
before joining the company’s sales team in ly a Sr. Operations Manager
a global basis, while promoting products and services. 1991. He quickly rose through the sales lead- Bernie Schaeffer is corpo- in the Americas Supply
ership ranks, holding the posts of area sales rate VP of Global Repair for Chain for HP’s Imaging and Printing Group.
Motorola’s Integrated Supply In her position, Susan is responsible for the
Gailen Vick manager, district sales manager and senior
Chain, which encompasses
national account manager for FedEx Ground. Recycling Operations for HP Americas and
RLA President the global operations associ- the Returns Operations / Remarketing for
ReverseLogisticsAssociation.org Edwin Heslinga – ated with procurement, new HP Americas Imaging and Printing Group.
Microsoft product introduction, manufacturing, custom- This includes supply chain development, re-
er fulfillment and repair. He is responsible for verse logistics, disposition and processing,
repair and reverse logistics operations across refurbishment, resale, channel management.
O
Edwin is currently the
OUR MISSION
Director of Global Services all Motorola businesses worldwide. His team For Recycling Operations her product re-
ur mission is to educate for innovation in developing the least. Yet that is exactly providers have found that
of Microsoft Devices – Zune provides both in- and out-of-warranty re- sponsibilities cover all HP product categories
and inform Reverse and implementing new RL what the Reverse Logistics RLA resources help advertise pairs, is the fulfillment engine for maintenance including inkjet and laser printing, digital imag-
and Xbox. In his position, Edwin is responsible
Logistics professionals processes. We have been and Association provides through their services to a regional and agreements and other value-added services, ing, supplies, scanners, shared printing, PCs,
for development and enforcement of policies
around the world. RLA focuses will continue to provide our our membership services. global audience. OEMs like surrounding returns, all related costs to the manages asset recovery on equipment re- notebooks, desktops, servers.
on the reverse logistics services to the industry at a We serve manufacturers and Microsoft, HP, RIM, and Sony, returns and is also involved in the Customer turns and is the source of information on
processes across all industries. moderate price. retailers in a variety of settings along with Retailers like Wal- Satisfaction Continuous Improvement product field reliability.
M
No matter the industry — High while offering ongoing updates Mart, Canadian Tire, Tesco and Council. Working with Microsoft Call Center
anaging the latest and the Microsoft Manufacturing Operations, Doug Schmitt – Dell Complete biographies of Advisory
Tech, Consumer Electronics, on market trends, research, Best Buy all participate at our
information in Edwin is driving the improvement of consum- Board Members are available from
Automotive, Medical/ mergers and acquisitions events. Through RLA Events, er satisfaction through agent assisted support Doug Schmitt serves as
Pharmaceutical, Food and services such as and potential outsourcing RLA Connect services and our VP of Dell’s Global Field the RLA site at:
and on-line support while managing the costs.
repair, customer service, Delivery organization with
Beverage, Apparel, or other — opportunities to 3PSPs. We publications – RL Magazine
parts management, end-of- Charles Johnston – international responsibil- www.ReverseLogisticsAssociation.
our goal is to provide RL process have gained the attention of and the Weekly News Clippings ity for global break/fix field
life manufacturing, service WAL-MART Stores, Inc. org/company_advisory.php
knowledge to all industries. 3PLs like FedEx, DHL, USPS email – we help OEMs, ODMs, engineers, same day service
We want to educate everyone logistics, field service, returns and UPS. 3PSPs like Teleplan, Branded and Retail companies delivery, spare parts depots, parts planning,
Charles Johnston is General
processing and order fulfillment service logistics, repair, reverse logistics and
about the Reverse Logistics Foxconn, Flextronics, Canon, find service partners and Manager at the Bentonville
processes that are common to (just to name a few) can be Sony and Jabil, along with small- solutions providers that were Return Center, WAL-MART Dell’s global command centers. In addition
a little intimidating, to say Stores, Inc. Chuck has been to Doug’s role as VP Global Field Delivery
all industries and to be a catalyst and medium-sized service previously unknown to them. he has responsibility for Americas Support
with WAL-MART for the past 14 years and
6 Reverse Logistics Magazine • Edition 22 www.RLmagazine.com www.RLmagazine.com Edition 22 • Reverse Logistics Magazine 7

5. Reverse Logistics Association Industry Committees
• Steve Vertun, Segue MasterWorks International • David Liscom, Hyper • John McGurk, GlobalWare • Glen West, Celestica
Focus Sub-Committees are set up to • Steve J. Miller, Advanced • David Liscom, Hyper Microsystems Solutions • Dennis Cain, DEX
provide a standing forum for Reverse Communications Technology, Inc. Microsystems • Pete Carfrae, AKS Consultin • Don Kaufman, Amazon.com • Bob Hathaway, Telecycle
Logistics Professionals to meet on a • Dave Keltner, Cerqa • Herman Goemans, Sprague • Edward J. Higgins, MasterWorks
regional and global basis and discuss • Ishak Kang, Vox UI, LLC Daniel Silva, Flextronics Wireless International Food & Beverage
common Reverse Logistics issues • Ray Agarpo, Hewlett-Packard • Paul Knight, CNE Direct, Inc. Chairperson - Dan Gardner, ATCLE • John McGurk, GlobalWare Chairperson - Bruce Stevenson,
at the RLA Conferences & Expos. • Brian F. Eddy, SubCon Industries • John Driscoll, DDG Committee Members: Solutions RMS Inc
Focus Sub-Committees educate the • Mark Blevins, Toshiba • Tom Steiber, SemiWest • Art Teshima, DEX • Dan Gardner, ATC Logistics & Committee Members:
industry on reverse logistics: • Craig Sulton, Home Depot • Bob Sullivan, The Wireless Source Electronics • Carl Dubose, PepsiCo
• Brian Pollock, Toshiba Digital Imaging & Video • Al Mahesh, Service Central • Pete Carfrae, AKS Consulting • Oliver Hedgepath, University of
• “Best Practices” • Tony Sciarrotta, Philips Chairperson - Larry Maye, Precision Technology • Dick Kluis, Servigistics Alaska
• Consumer Satisfaction Issues • Edward Higgins, MasterWorks Camera & Video • Joseph Tarantino, Sprint Nextel • Vibhore Arora, Infosys • Stacie Perez, HJ Heinz
• Regulations on a Worldwide & International • David Liscom, Hyper • Bill Kenney, OnProcess • Jeff Seaman, SCI Group • Lori Kleinschmit, ConAgra Foods
Regional Basis • Pedro Mauricio, KEylab Microsystems Technology • Jake Ducey, CertiCell • Sharon Joyner-Payne, Carolina
• Processes that can Reduce Costs • Charles Chappell, DEX • Chris Griffin, Sprint Nextel • Sreevathsa, The Service Solutions Logistics
• Ishan Irani, TPG E-Retail & Retail • Silveira Guerra, Keylab - Nokia • Scott Hertel, UPS • Tom Marcellino, Inmar
• Dan Gardner, ATC Logistics & Chairperson - Craig Sultan, • Ishan Irani, TPG • Larry Worden, CertiCell LLC • Misty Hicks, Americold
Industry & Focus Committee Electronics The Home Depot • Dave Vikartofsky, Advanced • Blake Vaughn, Brightpoint • Gene Bodenheimer, GENCO
Advisor - Kurt Walker, Reverse • David Liscom, Hyper Microsystems Co-Chair - Pat Sullivan, Inmar - Technical Service • Ted Gardham, Elcoteq • Joe Walden, University of Kansas
Logistics Association • John McGurk, GlobalWare CLS Reverse Logistics. • Andy Chuang, ZyXEL Telecom • Tad Anderson, CH Robinson
Solutions • Curtis Greve, Metreks Inc. Communications Corp Chairperson - Gary Cullen of 4PRL Worldwide
Apparel • Don Kaufman, Amazon.com
Chairperson - Matt McGrath, Carolina • John Beyers, United Radio Home Improvement Home
Logistics Services • Pete Carfrae, AKS Consulting Marine Electronic Equipment • Mattress, Bed & Furniture
• Pete Carfrae, AKS Consulting • Vibhore Arora, Infosys • Dave Vikartofsky, Advanced • Jewelry & Watch
• Anil Bakshi, Dell Technical Services
Automotive • Bert Munnikhuis, Genco Medical/Pharmaceutical
RLA Advisor - Lyndsey Turner • Raul Castilla, Walmart Notebook/PC Chairperson - Michael Blumberg,
• Austin Rappe, Inmar • Joe Desormiers, Inmar • Vibhore Arora, Infosys Blumberg Advisory Group
• Charles Chappell, DEX • Shibesh Banerj, Tomkins • Jeff Seaman, SCI Group • Robert Ticknor, Services
• Dave Vikartofsky, Advanced • Charles Dunton, ATC • Edward J. Higgins, Innovations Group
Technical Service MasterWorks International • Dan Gardner, ATC Logistics &
• Kurt Witek, YRC Reverse Appliances - White Goods • David Liscom, Hyper Electronics
Logistics Jesse LaRose, ESE Solutions Microsystems • John McGurk, GlobalWare
• Dan Gardner, ATC Logistics & Solutions
Aviation Data Storage Electronics
Chairperson - Bernie Gagnon, Chairperson - Ed Inal, Western • Cyrille Regardin, Sony Medical/Electronics Best Practices
Expeditors International Digital • Ishan Irani, TPG • Eric Miller, Agnitio Management
Committee Members: • Mike Joy, Tech-Ed Networks Consultants
Consumer Electronics • David Lick, Seagate Technology • Pete Carfrae, AKS Consulting • Jeff Seaman, SCI Group
Chair - Jack DeButts, Dell, Inc. • Gary Gear, Toshiba • Joyce Qiao, Pega-Service
Co-Chair - Mary Ellen Daniels, Itran • Glenn Grube, Moduslink Sporting Goods
Founding/Past Chair (2007-2008) - • Wes Stott, DEX Office Equipment Athletic/Outdoor Gear & Apparel
Christopher F. Fabian, Professional • Doug Pratt, Iomega • Derek Scott, Canon Europa N.V. Bicycles & Accessories
Service Solutions, LLC • Kevin Arra, Onelife Digital Fitness Equipment
• Jodi Meyer, Swiss Colony • Vladermir Gatti, Pandisco Photographic & Optical • Pat Sullivan, Inmar
• Jack DeButts, Dell Information Equipment • Doug Houle, DHL
• David Douthet, Accenture • Herman Goemans, Sprague • David Liscom, Hyper • John McGurk, GlobalWare
• Stewart Park, USACO Magnetic Europe Microsystems Solutions
• Adam Joel, TIC Group Australia • Mike Joy, Tech-Ed Networks
• Bita Salimian, Video Audio • John McGurk, GlobalWare Television and Display Devices -
Specialists, Inc. Solutions Brown Goods
Focus Committees & Regional
• Joel Jacobs, Millennium 3000 Ltd. • Edward J. Higgins, • Charles Chappell, DEX
Focus continued on to page 37
8 Reverse Logistics Magazine • Edition 22 www.RLmagazine.com www.RLmagazine.com Edition 22 • Reverse Logistics Magazine 9