Critical success factors of applying reverse logistics : measurement with a performance index

Abstract

With growing trends of reverse logistics due to pressures from different entities and economic benefits that are achieved from engaging in reverse logistics. Reverse logistics is termed as the “necessary evil” but at same time benefits have been derived from engaging in reverse logistics. As literature mentions these benefits take in form of non-monetary ones which include a better image of the company and at times it also acts as a competitive advantage. This paper aims to find which aspects of reverse logistics results in greater efficiency in the reverse logistics process, leads to greater cost savings and harder to implement due to barriers in the process. These aspects need to be addressed since working upon them leads to a smoother running of the process while at the same time the efficiency will lead to shorter time for the process and working on certain process parts would help in cutting down costs. A survey is conducted and the organization chosen is that of broadband services. The organization has been engaging in reverse logistics since its inception. Our findings show that there are certain factors which are important for reverse logistics while others are not. This paper helps to give out guidance to managers in order to take appropriate steps to ensure the proper running of the reverse logistics process.