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Appendix 1 [CONFIDENTIAL] ... 1
Appendix 2 [CONFIDENTIAL] ... 2
Appendix 3 [CONFIDENTIAL] ... 3
Appendix 4 [CONFIDENTIAL] ... 4
Appendix 5 Net returns hours survey... 5
Appendix 6 Employees’ interview questionnaires ... 6
Appendix 6.1 Interviews with handlers... 6
Appendix 6.2 Interview with approvers ... 8
Appendix 6.3 Interview with the WH team ... 9
Appendix 7 Customers’ interview questionnaires ... 11
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Appendix 5 Net returns hours survey
This survey aims at finding out how much time every department involved on the handling of returns spends on related activities. It is also the goal of this survey to capture both ordinary and extraordinary actions taken by every employee. To finalise, please make your comments and suggestions to the process. Please hand this form in on June 27th 2006.
Bij voorbaat hartelijk dank!! Maria Xavier (ext. 2575). Name:
Function: Department:
Please make note of your total work hours per day and how many hours you dedicate to the handling of returns (net returns hours column). E.g. total working hours: 8 / hours spent on returns: 1,5
Day Total work hours Net returns hours
6-Jun 7-Jun 8-Jun 9-Jun 12-Jun 13-Jun 14-Jun 15-Jun 16-Jun 19-Jun 20-Jun 21-Jun 22-Jun 23-Jun 26-Jun
Please describe the activities performed by you: -ordinary activities:
-extraordinary activities:
Do you have any comment about your activities?
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Appendix 6 Employees’ interview questionnaires
Appendix 6.1 Interviews with handlers
2. Timeline rules Strongly
Disagree
Disagree Not
sure
Agree Strongly Agree
a. Timeline rules are explicitly written and accessible 1 2 3 4 5
b. Time span set for my tasks is enough 1 2 3 4 5
3. Processing the requests Strongly
Disagree
Disagree Not sure
Agree Strongly Agree a. Procedures about how to handle both RA and SC requests is clear and written 1 2 3 4 5 b. Description of the whole process is available, including all actors (returns team,
WH returns team and QA final release) and their tasks/responsibilities
1 2 3 4 5
c. In case of doubts, I know exactly who I should contact 1 2 3 4 5
d. Please make suggestions to possible improvements on this field
_________________________________________________________________________________________________________ _________________________________________________________________________________________________________
4. Supply of information Strongly
Disagree
Disagree Not sure
Agree Strongly Agree a. Please indicate if information is received on time from the following sides:
-Approvers 1 2 3 4 5
-WH (short/over shipment) 1 2 3 4 5
-Coordinator 1 2 3 4 5
-Customers (e.g. returns, keeping over shipped units within 21 days). 1 2 3 4 5
b. If not, please indicate the possible causes:
_________________________________________________________________________________________________________ _________________________________________________________________________________________________________ c. Please make suggestions to possible improvements on this field
_________________________________________________________________________________________________________ _________________________________________________________________________________________________________
5. Quality of information Strongly
Disagree
Disagree Not sure
Agree Strongly Agree a. Customers provide enough information on the forms (no extra contact is needed) 1 2 3 4 5 b. I supply customers with the same information I receive from my previous loop within
Organisation Alpha 1 2 3 4 5
c. Based on your experience, do you perceive the information received from the following actors as reliable:
-Approvers 1 2 3 4 5
-WH (short/over shipment) 1 2 3 4 5
-Coordinator 1 2 3 4 5
-Customers (e.g. returns, keeping over shipped units within 21 days). 1 2 3 4 5
d. If not, please indicate why:
_________________________________________________________________________________________________________ _________________________________________________________________________________________________________
1. Acceptance rules Strongly
Disagree
Disagree Not sure
Agree Strongly
Agree a. Acceptance rules are explicitly written and accessible for:
-RA (Return authorization) -SC (Shipment complaints) 1 1 2 2 3 3 4 4 5 5 b. Special acceptance rules for C2 are explicitly written and accessible:
-RA (i.e. UBD criteria)
-SC (i.e. short shipments – Co1’s approval for allocation in VELERN)
1 1 2 2 3 3 4 4 5 5
c. I can apply these rules easily 1 2 3 4 5
If not, please state which rules are not clear for you:
9 e. Please make suggestions to possible improvements on this field:
_________________________________________________________________________________________________________ _________________________________________________________________________________________________________ 6. Efficiency Strongly Disagree Disagree Not sure Agree Strongly Agree a. Based on your experience, do you consider the number of exchanged
e-mails (with the following actors) optimal?
-Customers 1 2 3 4 5
-WH returns team 1 2 3 4 5
-Coordinator 1 2 3 4 5
-Approvers 1 2 3 4 5
b. If not, please indicate why:
_________________________________________________________________________________________________________ _________________________________________________________________________________________________________ c. Please make suggestions to possible improvements on this field:
10 Appendix 6.2 Interview with approvers
2. Timeline rules Strongly
Disagree
Disagree Not sure
Agree Strongly Agree
a. Timeline rules are explicitly written and accessible 1 2 3 4 5
b. Time span set for my tasks is enough 1 2 3 4 5
3. Processing the requests Strongly
Disagree
Disagree Not sure
Agree Strongly Agree a. Procedures about how to handle both RA requests are clear and written 1 2 3 4 5 b. Description of the whole process is available, including all actors (returns team,
WH returns team and QA final release) and their tasks/responsibilities
1 2 3 4 5
c. In case of doubts, I know exactly who I should contact 1 2 3 4 5
d. Please make suggestions to possible improvements on this field
_________________________________________________________________________________________________________
4. Supply of information Strongly
Disagree
Disagree Not sure
Agree Strongly Agree a. Please indicate if information is received on time from the following sides:
-Handlers 1 2 3 4 5
-Coordinator 1 2 3 4 5
b. If information is not received on time, please indicate the possible causes:
_________________________________________________________________________________________________________ c. Please make suggestions to possible improvements on this field
_________________________________________________________________________________________________________
5. Quality of information Strongly
Disagree
Disagree Not sure
Agree Strongly Agree Based on your experience, do you perceive the information received
from the following actors as reliable?
-Handlers 1 2 3 4 5
-Coordinator 1 2 3 4 5
b. If information is not reliable, please indicate why:
_________________________________________________________________________________________________________ c. Please make suggestions to possible improvements on this field:
_________________________________________________________________________________________________________ 6. Efficiency Strongly Disagree Disagree Not sure Agree Strongly Agree Based on your experience, do you consider the number of exchanged
e-mails (with the following actors) optimal?
-Coordinator 1 2 3 4 5
-Handlers 1 2 3 4 5
b. If not, please indicate why:
c. Please make suggestions to possible improvements on this field:
_________________________________________________________________________________________________________
1. Acceptance rules Strongly
Disagree
Disagree Not
sure
Agree Strongly
Agree
a. Acceptance rules for RA are explicitly written and accessible 1 2 3 4 5
b. Special acceptance rules for RA from C2 are explicitly written and accessible (i.e.
UBD criteria) 1 2 3 4 5
c. I can easily apply these rules 1 2 3 4 5
d. If not, please state which rules are not clear for you:
11 Appendix 6.3 Interview with the WH team
2. Timeline rules Strongly
Disagree
Disagree Not
sure
Agree Strongly Agree
a. Timeline rules are explicitly written and accessible 1 2 3 4 5
b. Time span set for my tasks is enough 1 2 3 4 5
3. Processing the requests Strongly
Disagree
Disagree Not sure
Agree Strongly Agree a. Procedures about how to handle both RA and SC requests is clear and written 1 2 3 4 5 b. Description of the whole process is available, including all actors (returns team,
WH returns team and QA final release) and their tasks/responsibilities
1 2 3 4 5
c. In case of doubts, I know exactly who I should contact 1 2 3 4 5
d. Use of special locations for C1, C2 and C3 are explicitly written and accessible 1 2 3 4 5
e. I have no difficulties in processing C1, C2 and C3 requests 1 2 3 4 5
f. I have no difficulties in processing requests from other countries 1 2 3 4 5
g. Please make suggestions to possible improvements on this field
_________________________________________________________________________________________________________ _________________________________________________________________________________________________________
4. Supply of information Strongly
Disagree
Disagree Not sure
Agree Strongly Agree a. Please indicate if information is received on time from the following sides:
-QA (final release) 1 2 3 4 5
-Warehouse personnel (system?) 1 2 3 4 5
-Handlers (CS) 1 2 3 4 5
-Third parties (e.g. transportation companies) 1 2 3 4 5
-Customers (e.g. C1, C2, C3) 1 2 3 4 5
-Coordinator (whenever needed) 1 2 3 4 5
b. If information is not received on time, please indicate the possible causes:
_________________________________________________________________________________________________________ _________________________________________________________________________________________________________ c. Please make suggestions to possible improvements on this field
_________________________________________________________________________________________________________ _________________________________________________________________________________________________________
5. Quality of information Strongly
Disagree
Disagree Not sure
Agree Strongly Agree a. Based on your experience, please indicate if information received from the
following sides is reliable:
-QA (final release) 1 2 3 4 5
-Warehouse personnel (system?) 1 2 3 4 5
-Handlers (CS) 1 2 3 4 5
-Third parties (e.g. transportation companies) 1 2 3 4 5
-Customers (e.g. C2, C1, C2, C3) 1 2 3 4 5
-Coordinator (whenever needed) 1 2 3 4 5
b. If information is not reliable, please indicate why:
_________________________________________________________________________________________________________ _________________________________________________________________________________________________________
1. Acceptance rules Strongly
Disagree
Disagree Not sure
Agree Strongly Agree
a. Resalable conditions” are explicitly written and accessible 1 2 3 4 5
b. Instructions on issuing CN (credit notes) are explicitly written and accessible (in which cases and how to do it)
1 2 3 4 5
c. I can apply these rules easily 1 2 3 4 5
If not, please state which rules are not clear for you:
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c. Please make suggestions to possible improvements on this field
_________________________________________________________________________________________________________ _________________________________________________________________________________________________________ 6. Efficiency Strongly Disagree Disagree Not sure Agree Strongly Agree a. The number of exchanged e-mails (with the following actors) is optimal
-Customers 1 2 3 4 5
-Handlers (CS) 1 2 3 4 5
-Coordinator (whenever needed) 1 2 3 4 5
b. If not, please indicate why:
_________________________________________________________________________________________________________ _________________________________________________________________________________________________________ c. Please make suggestions to possible improvements on this field:
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Appendix 7 Customers’ interview questionnaires
Customer: Contact person:
Phone number: E-mail address:
Date: Time:
In which cases can the end-customer send the goods back to your WH?
Are there special acceptance rules (different from the established by Organisation Alpha)?
How do end-customers place their requests? -Media:
-Frequency:
-Restrictions on quantity/frequency: How do you process their requests?
-Based on Organisation Alpha feedback? SC: RA:
-Frequency SC: RA:
How often do you communicate with Organisation Alpha (group weekly requests)?
SC: RA:
Are the DRL solutions provided by Organisation Alpha satisfactory? (i.e. accept return and issue CN)
General comments/suggestions from GHI affiliate’s side:
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Dimension Questions Importance
(4 =totally unimportant / 9=very important) Satisfaction (4= totally unsatisfied / 9= very satisfied)
Quality
Correctness of the outcome Outcome of requests according to the acceptance
rules 1 2 3 4 5 1 2 3 4 5
Accessibility to getting your inquiries answered Are ABC employees accessible to answer your
questions 1 2 3 4 5 1 2 3 4 5
Clarity about when to use each form (NLSC or NLRA) 1 2 3 4 5 1 2 3 4 5 Clarity about the language on forms (website) 1 2 3 4 5 1 2 3 4 5
Clarity about the form fields (website) 1 2 3 4 5 1 2 3 4 5
Accessibility to the service
Clarity of acceptance rules 1 2 3 4 5 1 2 3 4 5
Supply of information Knowledge of the contact person to answer questions 1 2 3 4 5 1 2 3 4 5
Reliability of response (feedback) 1 2 3 4 5 1 2 3 4 5
Timely response to inquiries 1 2 3 4 5 1 2 3 4 5
Quality of information
Quality and availability of specific and individual
information (e.g. legislation) 1 2 3 4 5 1 2 3 4 5
Reliability
Keeping to commitments On time feedback according to the timeframe set
Efficiency
Time spent on handling the requests Time required to handle Organisation Alpha’ return
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