Reverse Logistics Systems: Persepsi dan Harapan Konsumen
Keywords:Reverse logistics, complaint, house of reverse logistics (HRL), quality function deployment (QFD).
AbstractComplaint is a signal that indicates important information directly by customers. Complaint will give valuable information to company to plan recovery strategies to maintain customer satisfaction and loyalty. Hence, electronic waste (E-waste) becomes a hot issue internationally, domestically and locally. There are many kind of regulations, strategy, methods or approach to minimize of E-waste. The goal of this research is design of house of reverse logistics (HRL) to understanding the customer needs and wants for reverse logistics (RL) implementation. This research adopted quality function deployment (QFD) method to construct the HRL. Differences among them are determination of the customer needs and wants. HRL insert five perspectives i.e. input, structure, process, output, and social and organization. In other hand, QFD only inserts consumer perspectives. The results showed the important factors of consumer dissatisfaction comes from: third-party services mechanism (20%), collaboration RL system (collection centers, recycling centers, disposal center; 10%), the standardization of servicing system (10%).
Schegloff, E.A., On Complainability, Social Problems, 52(4), 2005, pp. 449–476.
Lee, C.H., Wang, Y.H., and Trappey, A.J.C., Ontology-based Reasoning for the Intelligent Handling of Customer Complaints, Computers & Industrial Engineering, 84(June), 2015, pp. 144–155.
Wagner, W., Managing Customer Complaints in Distribution, International Journal of Physical Distribution & Logistics Management, 24(4), 1994, pp. 11–17.
Varela-Neira, C., Vasquez-Casielles, R., and Iglesias, V., Explaining Customer Satisfaction with Complaint Handling, International Journal of Bank Marketing, 28(2), 2010, pp. 88–112.
Filip, A., Complaint Management: A Customer Satisfaction Learning Process, Procedia - Social and Behavioral Sciences, 93(October), 2013, pp. 271–275.
Cambra-Fierro, J., Melero, I., and Sese, F.J., Managing Complaints to Improve Customer Profitability, Journal of Retailing, 91 (1), 2015, pp. 109–124.
Buyukozkan, G., and Berkol, C., Design of Sustainable Supply Chain using an Integrated Analytic Network Process and Goal Programming Approarch in Quality Function Deployment, Expert Systems with Applications, 38(11), 2011, pp. 13731–13748.
Buyukozkan, G., and Cifci, G., An Integrated QFD Framework with Multiple Formated and Incomplete Preferences: A Sustainable Supply Chain Application, Applied Soft Computing, 13(9), pp. 3931–3941.
Yu, S., Yang, Q., and Xu, X., Incorporating Quality Function Deployment with Modularity for the End-of-Life of a Product Family, Journal of Cleaner Production, 87(January), pp. 423–430.
Bottani, E., and Rizzi, A., Strategic Management of Logistics Service: A Fuzzy QFD Approach, International Journal of Production Economics, 103(2), pp. 585–599.
Sohn, S.Y., and Choi, I.S., Fuzzy QFD for Supply Chain Management with Reliability Consideration, Reliability Engineering and Systems Safety, 72(3), pp. 327–334.
Akao, Y., Quality Function Deployement: Integrating Customer Requirement into Product Design, Portland, Productivity Press, 1990.
Cohen, L., Quality Function Deployement: How to Make QFD Work For You, Massachusetts, Addition-Wesley Publishing Company, 1995.
Dikmen, I., Birgonul, M.T., and Kiziltas, S., Strategic Use of Quality Function Deployment (QFD) in the Construction Industry, Building and Environment, 40(2), 2005, pp. 245–255.
Govers, C.P.M., What and How about Quality Function Deployment (QFD), International Journal of Production Economics, 46-47, 1996, pp. 575–585.
Kim, D.H., and Kim, K.J., Robustness Indices and Robust Prioritization in QFD, Expert Systems with Applications, 36(2), 2009, pp. 2651–2658.
Bennera, M., Linnemanna, A.R., Jongena, W. M.F., and Folstara, P., Quality Function Deployment (QFD)—Can it be Used to Develop Food Products?, Food Quality and Preference, 14(4), 2003, pp. 327–339.
Carnevalli, J.A., and Miguel, P.C., Review, Analysis and Classification of the Literature on QFD–Types of Research, Difficulties and Benefits, International Journal of Production Economics, 114(2), 2008, pp. 737–754.
Kuijt-Evers, L.F.M., Morel, K.P.N., Eikelenberg, N. L. W., and P.Vink., Application of the QFD as a Design Approach to Ensure Comfort in Using Hand Tools: Can the Design Team Complete the House of Quality appropriately?, Applied Ergonomics, 40(3), 2009, pp. 519–526.
Pokharel, S., and Mutha, A., Perspectives in Reverse Logistics: A Review. Resources, Conservation and Recycling, 53(4), 2009, pp. 175–182.
Bernon, M., Rossi, S., and Cullen, J., Retail Reverse Logistics: A Call and Grounding Framework for Research, International Journal of Physical Distribution & Logistics Management, 41, 2011, pp. 484–510.
Lambert, S., Riopel, D., and Abdul-Kader, W., A Reverse Logistics Decisions Conceptual Framework, Computers & Industrial Engineering, 61(3), 2011, pp. 561–581.
Moore, R., Reverse Logistics-the Least Used. White Paper, UPS Supply Chain Solutions, 2005.
Kumar, S., and Putnam, V., Crandle to Crandle: Reverse Logistics Strategies and Opportunities Across Three Industry Sectors, International Journal of Production Economics, 115(2), 2008, pp. 305–315.
Genchev, S.E., Reverse Logistics Program Design: A Company Study, Business Horison, 52(2), 2009, pp. 139–148.
Wrap, Case Study: Reverse Logistics for Plasterboard A Unique Operation to Manage the Delivery of Plasterboard and Backhaul the Off-cuts and Wastage. Oxon. www.wrap.org.uk/ construction, 2010.
Giri, B.C., and Sharma, S., Optimizing a Closed-loop Supply Chain with Manufacturing Defects and Quality Dependent Return Rate, Journal of Manufacturing Systems, 35, 2015, pp. 92–111.
Minner, S., Strategic Safety Stocks in Reverse Logistics Supply Chains, International Journal of Production Economics, 71(1-3), 2001, pp. 417–428.
Pati, R.K., Vrat, P., and Kumar, P., Economic Analysis of Paper Recycling vis-a` -vis Wood as Raw Material, International Journal of Production Economics, 103, 2006, pp. 489–508.
Donghong, Y., Yujie, T., and Hui, L., The Research on the Inventory Cost Control of Return Reverse Logistics, International Conference on Information Management, Innovation Management and Industrial Engineering, IEEE, Taipei, Taiwan, 2008.
Peng, B., Pan, Y., and Pan, F., Study on Inventory Control Model of Reverse Logistics for Products in Declining Periods, International Conference on Electronics Commerce and Business Intelligence, IEEE, Beijing, China, 2009.
Kleber, R., Minner, S., and Gudrun, K., A Continuous Time inventory Model for a Product Recovery System with Multiple Options, International Journal of Production Economics, 79(2), 2009, pp. 121–141.
Hu, T.L., Sheu, J. B., and Huang, K.H., A Reverse Logistics Cost Minimization Model for the Treatment of Hazardous Wastes, Transportation Research Part E, 38(6), 2002, pp. 457–473.
Dobos, I., Optimal Production–Inventory Strategies for a HMMS-type Reverse Logistics System, International Journal of Production Economics, 81-82, 2003, pp. 351–360.
Yalabik, B., Petruzzi, N.C., and Chhajed, D., An Integrated Product Returns Model with Logistics and Marketing Coordination. European Journal of Operational Research, 161(1), 2005, pp. 162–182.
Shih, L.H., Reverse Logistics System Planning for Recycling Electrical Appliances and Computers in Taiwan, Resources, Conservation and Recycling, 32(1), 2001, pp. 55–72.
Bayındır, Z.P., Erkip, N., and Güllü, R., Assessing the Benefits of Remanufacturing Option under One-way Substitution and Capacity Constraint, Computers & Operations Research, 34(2), 2007, pp. 487–514.
Qu, X., and Williams, J.A.S., An Analytical Model for Reverse Automotive Production Planning and Pricing, European Journal of Operational Research, 190(3), 2008, pp. 756–767.
Kara, S., Rugrungruang, F., and Kaebernick, H., Simulation Modelling of Reverse Logistics Networks, International Journal of Production Economics, 106(1), 2007, pp. 61–69.
Neto, J.Q.F., Bloemhof-Ruwaard, J.M., Nunen, J.A.E.E.V., and Heck, E.V., Designing and Evaluating Sustainable Logistics Networks, International Journal of Production Economics, 111(2), 2008, pp. 195–208.
Lee, D.H., and Dong, M., Dynamic Network Design for Reverse Logistics Operations under Uncertainty, Transportation Research Part E, 45(1), 2009, pp. 61–71.
Kenne´, J.P., Dejaz, P., and Gharb, A., Production Planning of a Hybrid Manufacturing–Remanufacturing System, International Journal of Production Economics, 135(1), 2012, pp. 81–93.
Mitra, S., Revenue Management for Remanufactured Products, Omega, 35(5), 2007, pp. 553 – 562.
Liang, Y., Pokharel, S., and Lim, G.H., Pricing Used Products for Remanufacturing, European Journal of Operational Research, 193(2), 2009, pp. 390–395.
Vadde, S., Zeid A., and Kamarthi, S.V., Pricing Decisions in a Multi-criteria Setting for Product Recovery Facilities, Omega, 39(2), 2011, pp. 186–193.
Richey, R.G, Chen, H., Genchev, S.E., and Daugherty, P.J., Developing Effective Reverse Logistics Programs, Industrial Marketing Management, 34(8), 2005, pp. 830 – 840.
Álvarez-Gil, M.J., Berrone, P., Husillos, F.J., and Lado, N., Reverse Logistics, Stakeholders' Influence, Organizational Slack, and Managers' Posture, Journal of Business Research, 60(5), 2007, pp. 463–473.
Cheng, Y.H., and Lee, F., Outsourcing Reverse Logistics of High-tech Manufacturingfirms by Using a Systematic Decision-making Approach: TFT-LCD Sector in Taiwan, Industrial Marketing Management, 39(7), 2010, pp. 1111–1119.
Azadi, M., and Saen, R.F., Comprehensive Performance Measurement and Causal-effect Decision Making Model for Reverse Logistics Enterprise, Computers & Industrial Engineering, 68, 2011, pp. 87–103.
Guarnieri, P., Sobreiro, V.A., Nagano, M.S., and Serrano, A.L.M., The Challenge of Selecting and Evaluating Third-party Reverse Logistics Providers in a Multicriteria Perspective: A Brazilian Case, Journal of Cleaner Production, 96, 2015, pp. 209–219.
Rezaei, J., A Systematic Review of Multi-Criteria Decision-making Applications in Reverse Logistics, Transportation Research Procedia, 10, 2015, pp. 766–776.
Vahabzadeh, A.H., Asiaei, A., and Zailani, S., Green Decision-making Model in Reverse Logistics using FUZZY-VIKOR Method, Resources, Conservation and Recycling, 103, 2015, pp. 125–138.
Agrawal, S., Singh, R.K., and Murtaza, Q., Outsourcing Decisions in Reverse Logistics: Sustainable Balanced Scorecard and Graph Theoretic Approach, Resources, Conservation and Recycling, 108, 2016, pp. 41–53.
Tavana, M., Zareinejad, M., Caprio, D.D., and Kaviani, M.A., An Integrated Intuitionistic Fuzzy AHP and SWOT Method for Outsourcing Reverse Logistics, Applied Soft Computing, 40, 2016, pp. 544–557.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).