The RMI approach is to create a comprehensive returns management plan that

• helps you reduce the number of returns from your customers that you must manage;
• transform inherently negative customer experiences into a valuable strategic asset;
• generate profits from returns that were previously a loss.

In addition, RMI is FDA registered for remanufacturing, testing calibrating, and refurbishing Class I and Class II medical devices.

Viewed from that perspective, the RMI approach to returns management involves multiple
parties, processes and applications as seen below.

Organizational environment for product returns

When you look at the entirety of an organization from the perspective of returns management
opportunities, the complexity of the challenge and the promise of competitive advantage increase.

For instance, return requests are initiated through several different communications channels and
typically routed to order management.

A comprehensive solution to a return request requires:

• coordination with supply chain management in order to provide a replacement product or update inventory if replaced in the distribution channel.
• interaction with product lifecycle management if the return request has revealed a product flaw that needs design, engineering or production adjustments.

Discovering a flaw could also alert the new-product development process. Customer feedback on
the product could be valuable input to the marketing department as well as a customer-retention
opportunity if your returns response provides a positive customer experience.

The proper utilization of this information and effective integration into business processes enables
the creation of an adaptive enterprise, capable of accurately anticipating customer's needs.