Homeless Veterans Essay Example | Topics and Well Written Essays - 1000 words

Homeless Veterans - Essay Example To save the veteran homelessness, everybody has to join hands. Being in the army is no easy job, and everybody of us knows the implications of such a dangerous profession. Dealing with stressful situations on the battle field and experiencing one of the worst kinds of human slaughter, the thought of war brings with it grisly images for the veterans even when they have returned home. Almost every one of the army men faces extreme depression and Post Traumatic Stress Disorder (PTSD) once their numbness begins to lift. For some war veterans it has even taken a decade before the effects of the war have emerged plunging them into complete darkness. This is helped by little or no support from the government which even though has made independent organizations such as the U.S. Department of the Veteran Affairs (VA) but no real improvements can be observed on ground. This fact is further supported by the figures given by the U.S. Department of Housing and Urban Development that on a single n ight in the United States at least 62,619 war veterans are homeless and living on streets or in shelters (National Coalition for Homeless Veterans). Another 1.4 million veterans are suspected on the verge of homelessness due to various reasons. Is that how we return our services to people who had once served us? If the issue of fixing homelessness for war veterans is not treated as a grave emergency, things can be safely assumed as getting out of control. Though the VA argues on successfully providing shelter, medication and other services to the war veterans, which is even true to some extent, but the number of veterans still homeless indicates huge loopholes. Once the US troops in Afghanistan start returning home, will they as well be welcomed by similar homelessness? Taken the fact that the VA could not get the 62,619 war veterans off the road, little hope can we have for the 63,000 troops. The matter to address veteran homelessness is also barred by political circumstances. Some of the confidential Pentagon reports have suggested that the United States has no intention of evacuating all of its troops from Afghanistan as soon as 2014; it intends to stay much longer. However, even if we expect a fourth section of soldiers from our army, they easily exceed the number that is already homeless. Thus solutions covering a much wider ground are needed to not just home the existing war veterans but any of the future ones as well. To reduce veteran homelessness an array of measures will have to be taken. An organization or two supported by another few cannot alone fight the consequences of such a grave matter. Veterans do not just need shelter but immense psychological and physical support, taken their horrendous experiences at the battlefield. Most of these men have faced extremely unpleasant situations – after all a war has nothing pleasant to it – and as a result they are at a very high risk of developing psychological disorders. Though people argue that families should be responsible for the health of the veterans once they return, they fail to recognize the fact that many of these ex-soldiers have severed ties with their families after the long time-period spent abroad. We have clear evidences of wives leaving their veteran husbands for other guys since their husbands could not provide for them. As veterans find it difficult to acquire jobs after their services in the army,

Communication and practice within the early years environment Essay

Communication and practice within the early years environment - Essay Example By the exhaustive definition, we can say that it’s a process that can be termed as complex because it’s not a just a one way sending of message but also, receiving it and understanding its exact intent. It also requires the receiver to send a feedback to the sender of the message stating that he has understood the message. Wilbur Schramm (1954) said that the feedback is very important, because it justifies the extent to which the receiver has grasped the message, and if there is any mistake in the understanding of the meaning, it can be corrected there and then itself. It involves information from many sources, therefore the sender has to refine the raw data that he comes across and put it together in a more comprehendible manner so that it becomes easier for him to send the message as well as the receiver to understand it. The content of the message should be relevant to the situation the sender is in and it should also be clear and precise. This was also illustrated b y the model given by Shannon and Weaver (1949) namely The Information Processing Theory. Wherein he said that a full loop of communication has a source, source’s message, a transmitter, a signal and a receiver. The receiver again sends a message which has to be sent to a particular destination. After this model Wilbur Schramm (1954) said that the sender encodes the message and the receiver decodes it to make sense of what has been imparted through the medium of a transmitter (a phone, a letter, face to face interaction, gestures etc.). According to him, the individual’s knowledge and experience play a vital role in the communication. The importance of feedback was also reinforced through his work. Next came the Berlo’s Model of communication in 1960. He argued that the source and receiver should communicate at the same level. With respect to children, Bandura (1977) devised a theory of imitation. According to him, children learn to communicate by observing and i mitating the parents and teachers. They try to make role models out of them. Seeing them behave them in particular manner, they act in the same way. When these associations happen over a period of time, these behaviors get reinforced and get deep seated. Interpersonal communication is a selective, systemic, unique, processual (is an ongoing process) transactions that allow people to reflect and build knowledge of one another and create shared meaning (wood, 2010). Dainton (2011) also argued that interpersonal communication as a process occurring between two individuals, when they are close in proximity, able to provide immediate feedback and utilize multiple senses. If we ponder over the former definition, we come to segregate the definition into its various subparts. Interpersonal communication has a selective nature, which means that we select people with whom we want to communicate. We meet a plethora of people every day, but we don’t quite have any associations with these people. Secondly, we can describe the aforementioned phenomena as systemic, which means that it takes place within and around before stated systems that are valid as well as reliable. Thirdly, the process of interpersonal communication is unique in its own right because like it’s mentioned above, every human is different and therefore the way

South Carolina electricity and gas company Essay Example for Free

South Carolina electricity and gas company Essay This company deals in the supply of natural gas to homes, businesses and other users in community. Natural gas is one of the most versatile, environmentally friendly and dependable sources of energy available. Nothing will warm a home like natural gas, so let SCEG help you make the most of it (www. sceg. com) At break-even Sales = total cost Assume the rent is 20,000, fixed cost 25000, wages 12 per unit, variable cost 10 per unit If the revenue price per unit is US$ 220 the break-even will as follows:- 220X y = 12y+10y +20000+25000 45000 = 198y Y = 228 units The unit of measurement is gas cylinders In case, they want to adjust the selling price upward to 240. the breakeven will be as follows: 240X y = 12y+10y +20000+25000 45000 = 218y Y = 207 units In case, they want to adjust the selling price downward to 200. The breakeven will be as follows: 178X y = 12y+10y +20000+25000 45000 = 178y Y = 253 units.

The Relationship Between Jekyll And Hyde English Literature Essay

The Relationship Between Jekyll And Hyde English Literature Essay Dr. Jekyll and Mr. Hyde was a novella written by the Scottish writer-Robert Louis Stevenson. It made its place alongside other controversy novels of 20th century such as Dracula or Frankenstein. The story follows Mr. Utterson-a lawyer and a friend of Dr. Jekyll, through a horrifying and mysterious story. The main theme of the novella is how people having two opposite characteristics: the good and the evil, the realistic and the spiritual, the self-controlling and the frustrating. It also builds a picture of England under the shadow of Queen Victoria and its changing. A combination of Gothic horror, science-fiction, detective and adventure, Dr. Jekyll and Mr. Hyde is fascinated from the very first page. Dr. Jekyll, a doctor, a member of the British upper class, whose background is excellent. He was born to a large fortune, an educated man who commands the respect of all. He grew up with an imperious desire to keep his head high before the public, thus he had to hide his irregularities with a morbid sense of a shame. Very early, Jekyll saw the need to hide his shameful part of himself. Also very early, he realized a profound duplicity of life, and mans dual nature. From his studying and experiencing, he came to a conclusion that man is not truly one, but truly two. As a scientist, Jekyll believed that it is necessity to separate the two identities, to prove his theory and to find the answers for his own questions about the polar twins that exists in every man, and how were they dissociated. Although he knew that it would risk death, his temptation of discovering was so strong that he decided to make a potion which he believed, would separate him from his polar twin, and took the poti on. The potion did not kill him but turns him into another person, his evil side of nature Edward Hyde. Hyde was described to be less robust and less educated than Jekyll, but was smaller, slighter and younger and above all, he was a pure evil. And the drug was a gate which Jekyll used to turn to Hyde, and from Hyde back to be Jekyll. Jekyll, who grew up and lived as a member of the upper class, and under the Victorian society, he had to stay away from vileness, vulgarity and villainy matters which a dignified and respectable scientist would not be associated with, and it started to bore him. But in the shape of Hyde, Jekyll could now again enjoy the activities that he pursued when he was young, while the respectable doctor remained safely from detection. That was the first slip that he made let himself being tempted. But Jekyll soon felt wonder and disgusted at what Hyde had done, for which he described to be inherently villainous, and his vicarious depravity. And one day, Jekyll woke up, not where he seemed to be, in his house in London, but in Hydes little room in Soho, in the body of Hyde. He had gone to sleep Henry Jekyll, but awoke Edward Hyde. That is when the feeling of terror and horror came to him he started to lose his control over Edward Hyde and his original and better self. But Jekyll did not want to give up Hyde because of his enjoyment to the adventures that he had done in the shape of Hyde. Jekyll was a like baby who indulged and was pampered by the activities performed by his double, even though he knew that he might turn himself entirely to be despised and friendless. He just treated Hyde as his errant son who must be punished and made the choice that he would keep his good side, but with some unconscious reservation not giving up the house in Soho nor destroying Hydes clothes. He remained to be Jekyll for two months, but after that, he was tortured with throes and longings as Hyde struggling after freedom. The extreme enjoyment that he had b een receiving as Hyde is ultimate, which led to Jekyll taking the transforming draught again. Jekylls enjoyment allowed Hyde to grow into stature and much stronger, he came out roaring after being repressed for long, and much worse, more devil. He now had to contend with his lust of evil, damned horrors of the evenings, the ugly face of my iniquity stared into his soul. However, Hyde was not denied because above all, Jekylls temptation was so strong that he still desired Hydes presence and his activities. That is why Jekyll always tried to protect his secret and did not tell or let anybody know about it. But he also could not let Hyde to peep out an instant when the murder case was overlooked or the hands of all men would be raised to take and slay him. Hyde started to take over while the good side Jekyll was weakened. That is when Jekyll was sitting in Regents Park in a fine, clear January day, he felt the symptoms of the transformation without the aid of any chemicals. Hyde appear ed because of Jekyll, who had been trying to prevent him, now desired to have him appear again. It was all about Jekylls emotional feelings that open the gate which he had been trying to close, and freed the devil. The connection between Hyde and Jekyll became so closely that we can not determine the two. The transformation had to be concealed and Hyde/Jekyll needed to get the drug in the laboratory. But it was dangerous to get the drug in Hydes shape. They made a plan, using Poole and Dr. Lanyon, to get the drug and also, to get their, or more correctly, Jekylls revenge on Lanyon. Although being a good friend with Hyde, Dr. Lanyon had always ridiculed Jekyll and his theory of the existence of evil inside man. After this point, Jekyll and Hyde developed a strange relationship. They hated each other. Jekyll hated Hyde because of his pure evil and his power over him. He also had the feeling of horror that Hyde would probably do more horrible things, and that is when he thought of a wa y that can stop Hyde committing suicide. Of course Hyde did not want to be destroyed so during the act of Jekylls dying after taking the poison, Hyde regained his power so that when Utterson and Poole broke the laboratorys door, they found the dead body not of Jekyll, but of Hyde. This was also the moment when Hydes power was the strongest, he had the extreme power over Jekyll. Clearly, Dr. Jekyll and Mr. Hyde gave the idea of mans duality nature. In Jekylls view, every soul contains two elements the good and the evil, and one is dominant. Thus, it does not mean that a good man never has an evil thought or behavior. Jekylls experiment, beside scientific matters, it was not what Jekyll expected it to be. He did not want his evil persona to gain control, but throughout the story, it proved that Jekylls temptation was the condition for Hyde to develop stronger. This means that when people are tempted, that is when they let their evil persona to grow.

The Pros and Cons of Free Trade Essay -- Free Trade Tarriff Duty Tradi

The Pros and Cons of Free Trade Free trade is exchange of goods and commodities between parties without the enforcement of tariffs or duties. The trading of goods between people, communities, and nations is not an innovative economic practice. Nations are however the main element within a free trade agreement. By examining free trade through three different political ideologies: Liberal, Nationalistic, and Marxist approaches, the advantages and disadvantages will become apparent. Theses three ideologies offer the best evaluation of free trade from three different perspectives. The fundamental component for a liberal political economy is the concept that there be no interference from the government or any other outside source. It is this ‘laissez-faire’ approach that enables the liberal political economy to create what is known as a division of labour. Within this division of labour there are individuals who manufacture goods and those who manage goods. It is the latter however, that end up with the most capital in the long run. The advantage of free trade from a liberal perspective is the ability of the minority controlling the goods to ascertain more wealth than the majority manufacturing the goods. What Smith’s perspective does not take into account is why nations with more low-level workers are less prosperous than nations with more advanced means of production. Nations that have advanced technologically are better off because their means of production allow for more production from less workers, but cost more and are less appe aling to those in control. This element relates directly to the disadvantage of a liberal perspective. While the rich become more affluent and cheaper workers are available in struggli... ...ne is treated equally. The advantage within free trade from a Marxist perspective is poorer nations are allowed the same opportunities as the richer nations. The disadvantage is that no matter how much one nation produce’s (their effort), they are entitled to the same opportunities. The wealthy and perhaps more productive nations would view this as unfair to them. Free Trade is a beneficial idea if all parties involved, that is, the workers, the state, and the private sector, could be represented equally and justly. Until all three ingredients are given the same chances, each perspective will allow for different advantages and disadvantages. By examining the liberal, nationalistic, and Marxist perspectives individually and in contrast with one another, free trade can be seen as a completely different political economy from one region or nation to the next.

Queen Sondok Essays -- Korean History

Queen Sondok Queen Sondok was the first woman to become a queen in the Korean Silla kingdom in 632 A.D. Queen Ma-ya, Sondok's mother, did not bear any sons to become king, so King Chinpyong sent her to a convent in the mountains to become a nun. This brought a great deal of sadness to Sondok, she said, "The monastery has swallowed everyone I love." (7) After Queen Ma-ya was gone, King Chinpyong, who had reigned for fifty years, remarried a woman who also could not bear him a son (7). Since Sondok was the eldest daughter, Sondok became queen after the king died. She became the most famous queen of a Korean state. Queen Sondok was born in Korea in 610 A.C.E. She ruled for fourteen years, holding the realm together against external and internal threats. During this period, women already had a certain degree of influence as advisers, queen dowagers, and regents. Throughout the kingdom, women were heads of families since matrilineal lines of descent existed alongside patrilineal lines. The Confucian model, which placed women in a subordinate position within the family, was not to have a major impact in Korea until the fifteenth century and most of people throughout the kingdom believed in Buddhism, Daoism, and Shamanism (6). During the Silla kingdom, women's status remained relatively high. Early in her life Sondok had displayed an unusually quick mind. For example, when she was seven, her father received a gift from the Emperor of China. It was a beautiful painting of peonies, accompanied by a box of the flower's seeds. Sonduk commented that the flower was beautiful, but it was a pity, because it had no sweet perfume. Her father, brow knit in confusion, asked her how she could know that, since she had never se... ... (http://www.womeninworldhistory.com/heroine7.html) 2. Still More Women Rulers 3. Women of Royalty - Sondok, Queen of Silla (http://royalwomen.tripod.com/womenofroyalty/id17.html) 4. Muses – The Graces—Graeco-Roman (http://www.geocities.com/Wellesley/1582/muses.html) 5. Lee, Ki-baik -1984 ANew History of Korea Translated by Edward W.Wbner. Harvard University Press, London. (http://ko-m.hp.infoseek.co.jp/Miruk.htm) 6. Famous Koreans – Six Portraits by Mary Connor. Education about Asia, volume 6, number 2, Fall 2001. (http://www.aasianst.org/EAA/connor.htm) 7. Sondok: Princess of the Moon and Stars, Korea, A.D. 595 (The Royal Diaries) by Sheri Holman 8. The Influence of China on the Three Kingdoms and Unified Silla (http:// www.marymount.k12.ny.us/marynet/TeacherResources/SILK% 20Road/html/sillatang.htm)

Reverse Logistics

REVERSE LOGISTICS SUPERVISED BY: ASSOCIATE PROFESSOR M. RAKOVSKA PREPARED BY: TATYANA BLAGOEVA FACULTY NUMBER: 10114004 Contents A Supply Chain Opportunity3 What is Reverse Logistics? 3 Case Examples4 Money is Hidden in Returns5 Reverse Logistics Completes the Supply Chain System6 Reverse Logistics and the Supply Chain Maturity Model11 Concluding Case Study Example13 The results were impressive:14 A Supply Chain Opportunity Most practitioners have their own understanding of the fundamental processes involved in an extended supply chain network.The novice will tell you it starts upstream with suppliers supplying suppliers, moves through manufacturing and production and goes downstream through distributors or direct to the business customers. An improvement effort starts within the four walls of a business by drawing a process map and working on product, information and financial flows to improve the key steps in the linkage that will save time, money and use of assets. The journeyman will go further and explain that a supply chain continues externally, until products and services have been delivered to the end consumer.System improvement involves order management, planning and distribution, inventory management and effective customer satisfaction. This counselor knows that supply chain is about bringing the key process steps to best practice and optimized conditions, while receiving high satisfaction ratings from the customers and consumers. The seasoned professional will shake his or her head and calmly explain that the journey is not ended until the products and services elivered have been accepted. If there is dissatisfaction with the results of the supply chain and something is returned, the processing continues. We stand with those who favor this extended enterprise view of supply chain, which results in the total satisfaction of the end consumer. There is a great opportunity in that sense, to focus on the generally forgotten or too often lower priority are a of attention given to finishing the job – going the last few feet in the linkage.When it comes to completing the end-to-end processing, companies should do two things: * Take the full view and understand the total cost of supply chain, which includes having and dealing with returns * Realize the opportunity that an analysis of the return part of the system offers in terms of finding and solving problems, better satisfying customers and consumers, and discovering a way to increase revenues What is Reverse Logistics?When considering any area of business as an opportunity for improvement, begin with having an understanding of just what you are trying to change. What is Reverse Logistics? The broader concept of  logistics  is described by The Council of Supply Chain Management Professionals (CSCMP) as:   The process of planning, implementing, and controlling the efficient, cost effective flow of raw materials, in-process inventory, finished goods and related information f rom the point of origin to the point of consumption for the purpose of conforming to customer requirements.Wikipedia defines the narrower concept we are considering as:  Reverse logistics is the logistics process of removing new or used products from their initial point in a supply chain, such as returns from consumers, over stocked inventory, or outdated merchandise and redistributing them using disposition management rules that will result in maximized value at the end of the item’s useful life. For our purposes, reverse logistics includes all the activities that are mentioned in the definition above, with the difference that reverse logistics encompasses all of these activities as they operate in reverse.Therefore, according to authorities Dr. Dale S. Rogers and Dr. Ronald S Tibben-Lembke, reverse logistics becomes: The process of planning, implementing, and controlling the efficient, cost effective flow of raw materials, in-process inventory, finished goods and related information from the point of consumption to the point of origin for the purpose of recapturing value or proper disposal. To settle on a specific definition, reverse logistics is the process of moving goods from their typical final destination for the purpose of capturing value, or achieving proper disposal to the satisfaction of the customer or consumer.Remanufacturing and refurbishment activities may be part of the procedure. Reverse logistics includes processing returned merchandise due to damage, seasonal inventory, restock, salvage, recalls, and excess inventory. It also includes recycling programs, hazardous material programs, obsolete equipment disposition, and asset recovery. For a practitioner, the disposition choice is determined by the most profitable alternative: * Reconditioning –  when a product is cleaned and repaired to return it to a â€Å"like new† state Refurbishing –  similar to reconditioning, except with perhaps more work involved in re pairing the product. * Remanufacturing –  similar to refurbishing, but requiring more extensive work; often requires completely disassembling the product * Resell –  when a returned product may be sold again as new * Recycle –  when a product is reduced to its basic elements, which are reused – also referred to as asset recovery. Case Examples A business printer field service and reverse logistics model helps explain how an operating system works.The process for such a firm starts when a business customer with a problem calls an original equipment manufacturer (OEM) or third party customer support contact, both of which are used in an attempt to diagnose the problem and provide problem resolution instructions if applicable. An OEM field technician or third party certified technician attempts to repair the equipment on-site. If unable to make the repair, the unit is sent to the OEM or certified third party repair facility, where a regional-based loan er or exchange program may be available. The unit is then repaired at the OEM or third party repair facility.The OEM then ships the returned unit or comparable unit back to the customer, or places the unit in used stock if an exchange is previously provided. A field technician is then scheduled to install the loaner unit, exchange units, or repair equipment at the customer site   As an example, consider firms involved in the aftermarket sales and services business, and how reverse logistics plays a role. Products in this business can include accessories, replacement parts, and repair and service parts. The services could include: product and technical support, training, product documentation, warranty and claims management, and field service repairs.As an adjunct to these products and services, reverse logistics fits the definition by providing for: exchanges and in-warranty repair, out-of-warranty repair, maintenance, upgrades and retrofits, remanufacturing, and end-of-life asset recovery and hazardous material disposal. In the aftermarket business, field services and reverse logistics are generally considered one of the harder areas to manage, coordinate and operate efficiently. The area is often forgotten or given little consideration regarding launch of new products, importance to overall customer satisfaction and loyalty, and company profits.In a specific case example of how complex the situation can become and how allowances are made to assure proper services are provided, we can take a look at what Microsoft did when it decided to introduce its XBOX. The details help make the point about the importance of paying attention to the full supply spectrum, including reverse logistics. Microsoft decided to have the main product manufactured by Flextronics. Accessories would be produced by a variety of manufacturers. Distributors and electronics retailers were to perform the warehousing, distribution, and end customer sales functions.Solectron was used for af termarket warranty and customer repair services. Microsoft took the time to ensure the above capabilities were fully operational before the first XBOX was sold to an end consumer and that any returns would be processed effectively by the designated party. In another example, a cell phone reverse logistics model proved very beneficial for a firm selling such products under their brand name. This firm had the cell phones manufactured by LG Industries, Samsung, Motorola and others. Accessories were again manufactured by a variety of firms.Order taking and initial end consumer billing was performed by Amazon. Forward logistics, including warehousing, carrier service programming and order fulfillment were performed by CellStar. Cellular carriers such as Verizon and Sprint provided the monthly service. Extended warranty and product protection insurance was provided by lock/line. The customer call center service and reverse logistics was performed by CellStar. Money is Hidden in Returns Re asonable estimates made of the costs involved in the area we are considering indicate that reverse logistics as a part of supply chain could equal a half percent of the U.S. Gross Domestic Product, an enormous sum that often simply detracts from financial performance. Saving some of that money is one avenue for finding benefits. Understanding how to use reverse logistics to differentiate a business and build satisfaction and revenues with customers is generally hidden in the twilight of this area. If we take a look under the covers of this often neglected part of supply chain, we’ll see how a company can better understand the opportunities to eliminate many of the reasons for returns and turn dissatisfaction into satisfaction.The idea is to take a look and consider where you might do a better job with a nuisance part of your business. Let’s start by considering some common objective for reverse logistics initiatives. These include: †¢Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Improved customer satisfaction and loyalty †¢Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Reduced repair / replacement unit costs †¢Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Reduced replacement turnaround times †¢Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Feedback on hardware design and ease of use †¢Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Feedback on OEM quality †¢Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Feedback on end consumer education and first level customer support †¢Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Improve understanding of real reasons for hardware returns †¢Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Reduce overall level of returns   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Standardize returns processes across enterprise where possible/desired †¢Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Utilize common systems across enterprise and automate the returns process to the extent possible/desired †¢Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Handle increased volumes of returns due to new products, programs, business par tners †¢Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Enable demand driven supply chain concepts for returned products †¢Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Differentiate company services from the competition Reverse Logistics Completes the Supply Chain System Exhibit 1 – Reverse Logistics: Returns, Customer Service, Field Service, Repair and  ReplacementNow let’s look at how you turn the objectives into benefits. A glance at Exhibit 1 shows reverse logistics can include a multiplicity of actions, from returning goods from a consumer to the retailer or provider, receiving customer service or   having field service take place to repair or fix the item in question, or having the product sent to a third party for repair or replacement. The fact is that reverse logistics includes virtually all of these services, and we counsel a broad perspective should be taken to not let this area be a burden to the business.Most companies tend to place the involved operations in the hands of a subsidiary part of an existing logistics function and pay little attention to the effect it can have on the company’s brand, financial performance or supply chain efficiency. A better view is to take a harder look at this area of the supply chain and find ways to turn what is typically a nuisance into something of value to the business. To make sense out of what we’re considering, let’s remember that reverse logistics includes all of the activity related to the final disposition of products that must be removed from the supply chain system.Such activity involves the processes related to removing products from a supply chain that do not have value for the customer or end consumer. These products may be the result of poor workmanship, over-stocked inventory, outdated or obsolete design, damages, or general dissatisfaction with product performance. For whatever reason, someone at the end of the downstream side of the supply chain says â€Å"I don’t wa nt it† and the smart supplier will make it easy to return the goods.The goal is to make certain the least damage is done to the firm’s brand and reputation, and to handle the process so it results in a positive rather than a negative impression. A system of disposition management is required to handle such situations in an effective and rewarding manner, with the understanding that reverse logistics is far different than forward logistics. In the return situation, there must be a convenient point of collection for receiving the goods or to remove these goods from the supply chain.This process step can require inspection, re-packaging, storage, and salvage of any residual value that might exist; and the development of a transportation mode that is compatible with the existing forward system of supply. The range includes credits for unwanted goods that are returned to inventory, payment for damage that may or may not be a fault of the supplier, replacement of obsolete pro duct, and simply accepting the return of goods that have no apparent problem. Much of the goods in the last category are re-conditioned or re-packaged to go back into the system or to an alternate buyer.There are many examples of firms using this type of system to turn what used to be an out-of-pocket loss into a profit by re-selling the returned goods to a satisfied customer. Exhibit 2 – Reverse Logistics Model – Small Logistics Partner In the model depicted above, the partner receives the returned goods and makes a test to determine if the need is for disposal, there is a major defect and the unit must be repaired, or there is a cosmetic defect and the unit can be refurbished. In either of the latter cases, the unit is repaired and placed in stock for subsequent used stock order fulfillment.In a broader situation, as shown in exhibit 3, the process becomes more involved. Now we see the unit is returned based on the â€Å"return from† location and goes to a des ignated center. The same type of processing takes place, but may also include factory direct repair if authorized by the OEM. This model is more appropriate where large volumes of product are to be processed. Exhibit 3 – Reverse Logistics Model – Large Repair Partners A model used by a satellite TV service provider is described in exhibit 4, where we see different business partners being used for returns processing and minor defect removal versus major product defect repair.Exhibit 4 – Model for Satellite TV Service Provider Where there is sufficient volume, cost savings for using a regional test and refurbishment center can be significant. As shown in exhibit 5, we see the results of an actual example. In this case, the total annual savings of $3. 5 million was based on 1. 4 million returns. Exhibit 5 – Projected Cost Savings for Refurbishment Center Reverse Logistics and the Supply Chain Maturity Model Improving the reverse logistics process starts with making selections from the list of objectives a firm wants to accomplish with its attention to this generally neglected area of supply chain.Our list includes the following common intentions: * Improved customer satisfaction and loyalty – don’t lose customers because of a bad experience * Reduced repair, replacement or re-shipment costs – handle the process in an effective manner * Gain feedback from the process to eliminate root causes – demonstrate to the customer that the firm studies its problems and makes them go away * Improve understanding of the reasons for returns – get to the bottom of why the system did not function in a fail-safe manner * Utilize common systems and automate the returns process to the extent possible – Find the way to turn a problem into an opportunity for better customer satisfaction and a source of revenue * Differentiate the firm’s services from those of the competition – Use the experience to ga in customer confidence and build new sales With such a list in hand, the next step is to determine what is currently taking place to meet the objectives versus what must be done to assure they are fully met. The procedure must follow some basic principles, including: * Move credit/flag product receipt point for returned product as close to the customer as possible * Minimize shipping costs * Minimize refurbishment/repair costs * Minimize hand-offs between organizations, facilities, systems, etc. in order to reduce costs and overall cycle time CSC has developed a proven methodology for helping take this step. In Exhibit 6, we see the characteristics and capabilities a firm demonstrates, as it moves up the familiar supply chain maturity model.Beneath each level of the model, we see industry examples showing what a company can achieve as it makes its progress to higher levels of achievement. CSC has been very successful using this calibration matrix to help a firm position its reverse logistics activities against what can be achieved. Exhibit 6 – Maturity Grid – Reverse Logistics Concluding Case Study Example A concluding case study will help demonstrate the kind of hidden values we’ve been considering. The firm is a major provider of logistics services to the wireless communications industry, serving network operators, agents, resellers, dealers, and retailers, located in North America, South America and Asia. Sales are in excess of $2 billion. The business problem was typical of the industry.Strong competition and low margins were prevalent factors on traditional forward logistics services. The firm needed to improve its business customer and end customer service levels. There were increasing business customer demands for more timely and useful data. Existing processes were fragmented, inconsistent and error prone. It was a very labor and paper intensive situation. The company did have a vision: Focus on diversification into higher margin p roduct and service lines. Position the firm to provide more value added customer services with higher profit margins – especially around reverse logistics including end customer support, advanced exchange programs, asset recovery, warranty and repair services.The solution that emerged included some very typical steps in a reverse logistics situation. The firm assessed its existing application architecture and technical infrastructure along with the high level business requirements needed to achieve its vision. A packaged application was recommended to address gaps in reverse logistics capability and leverage existing IT infrastructure. The firm reviewed its existing operations and business processes and introduced industry best practice concepts for reverse logistics. Business process improvement workshops were conducted, which were used to highlight opportunities for standardization and guide new application software configuration, enhancement and implementation.Finally, the firm performed custom enhancements as needed and implemented new software to enable enhanced reverse logistics capability. The results were impressive: * Re-designed business processes, new reverse logistics application capability and outsourcing of non-core functions allowed them to expand and improve level of service to customers, increase sales revenue stream by adding new customers, and increase overall profit margins * The new reverse logistics solution enabled the following typical improvements for their business customers (before versus after): –  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚   Reconcile warranty credit – from 30+ days   to