Customer Product Returns – Feedback and Knowledge Management
| Authors | |
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| Year of publication | 2018 |
| Type | Article in Proceedings |
| Conference | Proceedings from the 13th International Forum on Knowledge Asset Dynamics |
| MU Faculty or unit | |
| Citation | |
| Keywords | Product returns; Feedback; Knowledge management; Continuous learning and improvement; Soft Systems Methodology |
| Description | The purpose of this paper is to provide multidimensional understaning of the management of feedback from customer product returns (warranty claism and complaints specifically) as well as of the management practices that enable the emergence of product returns in the context of knowledge management.Understanding of feedback concept for the purpose of product returns avoidance management and its linkages with knowledge management through the theoretical review was performed in the first stage of research. Second, Soft Systems Methodology (SSM) to analyse the very complex situation, as the product returns do present, provided the conceptual framework for empirical research (McKay and Marshall, 2011). Research itself was realized in the small printing company. SSM is the systemic approach that helps to uncover multidimensional character of any problematic situation in any social system through the involvement of different actors and their different views and to bring some solutions.Paper presents how this methodology can be used when dealing with the origin and disposal of customer product returns to utilize feedback from product returns and to turn tacit knowledge into the explicit one to minimise or reduce these returns within and across the boundaries of a company. |
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