Managing Product Returns at Hewlett Packard
Luk N. Van Wassenhove
INSEAD, France
V. Daniel R. Guide Jr.
Smeal College of Business, The Pennsylvania State University, USA
Volume 2: 2008, pp. 5-26; ABSTRACT
Hewlett-Packard’s printer division is struggling to deal with the growing problem of commercial product returns. This case illustrates the complex mixture of decisions and opportunities that surround the development of a reverse supply chain. The case brings up the issues of why consumers return products, the processes used to manage these returns flows, valuing the returns and the development of value creating processes. The case also illustrates the conflicting objectives of the different groups involved in the cost recovery efforts.
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