How to make your Global Service Strategy a success?
Global | Deployment | Local | Success
Our proven operational approach
ReturnPool has successfully implemented projects in over 35 countries, ranging from standardized implementations to complex global programs requiring a true change management approach.
Our Project Managers have implemented many reverse logistics operations, which included activities such as process development, partner selection, layout-design, human resource profiling, system localization, exception management procedures and on-site training. Also the other entities involved in the reverse supply chain, such as customer support centers, repair vendors, transportation companies and retailers have been trained by ReturnPool as part of our projects.
Our approach of combining detailed process engineering with our project management methodology and our rapid application development skills have proven to be an excellent enabler to obtain commitment at all levels. By providing our online e-learning portal we are able to give the full network accessibility to all relevant information and are able to perform online quizzes and user certification.
Implementation or Change Management?
As part of our project philosophy we make sure to assess – in the earliest possible stage of a project – which type of project approach is required:
A “standard” implementation can be the right approach in those situations where the structural impact to the stakeholders in the reverse supply chain is relatively minor and whereby the operational risks and anticipated levels of resistance related to the change are relatively low. A standard implementation usually involves a carefully planned roll-out of a proven concept.
Those projects which have a relatively high process or organizational impact require a different approach, as resistance to change has proven to be a risk for successful implementation. Enforcing a global strategy (global processes and systems) on a local organization, whilst neglecting its perceived local needs, is likely to result in delays or even failure as the required levels of local buy-in are not obtained. For this reason, a change management approach focused on obtaining local buy-in is better suited. One of the goals of change management is with regards to the human aspects of overcoming resistance to change in order for organizational members to buy into change and achieve the organizations goal of an orderly and effective transformation.