A framework for how logistics service providers should handle returns as a warehouse operation for e-commerce companies
(2017) MTT820 20171Engineering Logistics
- Abstract
- Title: A framework for how logistics service providers should handle returns as a warehouse operation for pure e-commerce companies
Authors: Louise Meurling and Matilda Sturesson
Supervisor: Joakim Kembro, Division of Engineering Logistics at LTH
Problem description: Managing the reverse logistics process in a warehouse is a central part of the activities for companies operating in e-commerce. Companies can outsource the return handling to a Logistics Service Provider (LSP) in order to focus on their core competences. The theory of today is based on the assumption that a physical point of contact is included in the chain. Therefore, there is a need to extend the theory into the context of e-commerce.
Purpose: The purpose of... (More) - Title: A framework for how logistics service providers should handle returns as a warehouse operation for pure e-commerce companies
Authors: Louise Meurling and Matilda Sturesson
Supervisor: Joakim Kembro, Division of Engineering Logistics at LTH
Problem description: Managing the reverse logistics process in a warehouse is a central part of the activities for companies operating in e-commerce. Companies can outsource the return handling to a Logistics Service Provider (LSP) in order to focus on their core competences. The theory of today is based on the assumption that a physical point of contact is included in the chain. Therefore, there is a need to extend the theory into the context of e-commerce.
Purpose: The purpose of this thesis is to create a framework for how LSPs should handle returns in the warehouse, from the point of receiving until put back in storage, for customers in the e-commerce business.
Research questions: How should a LSP handle returns in the warehouse for customers of e-commerce? What are the barriers of the return handling in a warehouse and how can LSPs overcome these? How do the different characteristics of products and customers of a LSP change the handling of returns? How can the return handling in a warehouse of a LSP contribute to greater value for the customers acting in the e-commerce business?
Methodology: A flexible design methodology has been used in this thesis together with a multiple case study based on two cases at PostNord TPL´s facility in Helsingborg. Interviews, observations, and historical data have been collected and analysed in an intra case analysis and a cross-case analysis in order to answer the research questions and modify the reverse logistics framework to the context of e-commerce.
Conclusions: A framework for how LSPs should handle returns in a warehouse is extended based on theory to the context of e-commerce. Several barriers of the return handling for LSPs have been identified. These are: limited sharing of forecasts, limited visibility, customer requirements, heterogenous decision making, and the changing business of e-commerce. It can be concluded that the product and customer characteristics impact the handling of returns to a large extent. To be able to contribute to greater value for the customers, the LSP should offer a fast, efficient, and less costly reverse logistics process than if they would perform it in-house.
Keywords: Warehouse activities, inbound logistics, reverse logistics process, returns, return handling, e-commerce, logistics service provider (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/8912443
- author
- Meurling, Louise LU and Sturesson, Matilda LU
- supervisor
- organization
- alternative title
- Logistikleverantörers returhantering i lagret för kunder inom e-handel
- course
- MTT820 20171
- year
- 2017
- type
- H2 - Master's Degree (Two Years)
- subject
- keywords
- Warehouse activities, inbound logistics, reverse logistics process, returns, return handling, e-commerce, logistics service provider
- report number
- 5842
- language
- English
- id
- 8912443
- date added to LUP
- 2017-06-29 09:57:31
- date last changed
- 2017-06-29 09:57:31
@misc{8912443,
abstract = {{Title: A framework for how logistics service providers should handle returns as a warehouse operation for pure e-commerce companies
Authors: Louise Meurling and Matilda Sturesson
Supervisor: Joakim Kembro, Division of Engineering Logistics at LTH
Problem description: Managing the reverse logistics process in a warehouse is a central part of the activities for companies operating in e-commerce. Companies can outsource the return handling to a Logistics Service Provider (LSP) in order to focus on their core competences. The theory of today is based on the assumption that a physical point of contact is included in the chain. Therefore, there is a need to extend the theory into the context of e-commerce.
Purpose: The purpose of this thesis is to create a framework for how LSPs should handle returns in the warehouse, from the point of receiving until put back in storage, for customers in the e-commerce business.
Research questions: How should a LSP handle returns in the warehouse for customers of e-commerce? What are the barriers of the return handling in a warehouse and how can LSPs overcome these? How do the different characteristics of products and customers of a LSP change the handling of returns? How can the return handling in a warehouse of a LSP contribute to greater value for the customers acting in the e-commerce business?
Methodology: A flexible design methodology has been used in this thesis together with a multiple case study based on two cases at PostNord TPL´s facility in Helsingborg. Interviews, observations, and historical data have been collected and analysed in an intra case analysis and a cross-case analysis in order to answer the research questions and modify the reverse logistics framework to the context of e-commerce.
Conclusions: A framework for how LSPs should handle returns in a warehouse is extended based on theory to the context of e-commerce. Several barriers of the return handling for LSPs have been identified. These are: limited sharing of forecasts, limited visibility, customer requirements, heterogenous decision making, and the changing business of e-commerce. It can be concluded that the product and customer characteristics impact the handling of returns to a large extent. To be able to contribute to greater value for the customers, the LSP should offer a fast, efficient, and less costly reverse logistics process than if they would perform it in-house.
Keywords: Warehouse activities, inbound logistics, reverse logistics process, returns, return handling, e-commerce, logistics service provider}},
author = {{Meurling, Louise and Sturesson, Matilda}},
language = {{eng}},
note = {{Student Paper}},
title = {{A framework for how logistics service providers should handle returns as a warehouse operation for e-commerce companies}},
year = {{2017}},
}