Reverse logistics: superior performance through focused resource commitments to information technology

A survey of businesses in the automobile aftermarket industry provided insights into how reverse logistics performance can be influenced by a few key strategic decisions. Resource commitment is critical to program performance. However, it is important that the resources be focused on developing information technology capabilities. This, no doubt, is reflective of the nature of reverse logistics. Information support--for authorizing, tracking, and handling returns--can positively impact both economic and service quality-related performance.