Abstract
Goal: This study aimed to propose a procedure to survey of the Critical success Factors (CSF) in the reverse flow inventory management.
 Design/Methodology/Approach: A problem structuring method (PSM) combined with an approach for analysis of strategic map were used to facilitate and share information in a participatory process, considering all the stakeholder’s perspectives in order to identify and analyse the CSF. A case study of returnable packaging in the metallurgy and steel industry was conducted to validate the proposal.
 Results: The proposal was able to minimize conflicts and it facilitated the discussions on the CFSs surveyed. In addition, the decision makers have confirmed that their viewpoints were well represented in the strategic map, and they will use the CFS to evaluate the operations performance.
 Limitations of the investigation: Although the surveyed CSFs are specific to the presented case study, the procedure may be replicated in other organizations to identify their own CSF.
 Practical implications: The adequate survey of CSFs is fundamental because they have potential to explain the success or failure of a company, since CSFs impact directly on profits, processes performance and competitive environment.
 Originality/Value: The main contribution was to propose a methodology to survey critical success factors in the reverse flow environment adequate to messy, complex and unstructured situations, as well as this methodology was able to make a cyclic analysis and comprehension of the multiple perspectives, important in group decision maker environments.
Highlights
Two planning meetings were held in which the gap identified in the literature about inventory management in the reverse flow for returnable packaging was discussed
It was possible debated the problem context. They were sensitized on the problem addressed, being aware of the importance of the study and the consequences that it would bring to the company
The label defined by the DM1 for the problem was: “Which aspects are relevant in the inventory management process for returnable packaging?” the DM1 issued the primary evaluation elements (PEE) that were: Cost, Profit, Deployment, Training, Interpersonal relationship, Transportation, Information system (IS), and Work quality
Summary
The increasing concern about environmental and energy conservation leads enterprises to rethink about their market position, reformulate the strategy, and reengineer the business processes” (Lee and Lam, 2012, p. 1).In this sense, reverse logistics (RL) is a concept that have been being largely discussed due to its potential to respond to environmental, financials and social impacts (Yui et al, 2017; Muniz Junior and Cunha, 2017).RL can be defined as “The process of planning, implementing and regulating the efficient and cost-effective flow of raw materials, in-process inventory, finished goods and related information from the point of consumption to the point of origin”. (Rogers and Tibben-Lemke, 1999, p. 2)or badly conditioned ones; ii) recovery flow with high uncertainty rate; iii) some warehouse operations, such as cross docking, are not possible due to a lack of real time tracking; iv) there is a poor integration of the process that makes it impossible to immediately allocate the returned goods; and v) high costs to establish the appropriate remanufacturing process for the returned materials due the poor integration.In recent times, an increase in the use of returnable rather than disposable packaging has been being observed (Twede and Clarke, 2005). RL can be defined as “The process of planning, implementing and regulating the efficient and cost-effective flow of raw materials, in-process inventory, finished goods and related information from the point of consumption to the point of origin”. Badly conditioned ones; ii) recovery flow with high uncertainty rate; iii) some warehouse operations, such as cross docking, are not possible due to a lack of real time tracking; iv) there is a poor integration of the process that makes it impossible to immediately allocate the returned goods; and v) high costs to establish the appropriate remanufacturing process for the returned materials due the poor integration. In the context of RL, returnable packaging means a change in the behaviour from the companies in relation to the environment for both objectives the environmental sustainability and businesses competitiveness (Yusuf et al, 2017). Manage inventories of returnable packaging represents a relevant problem in reverse flow decisions
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