Return merchandise authorization (RMA) provides a tremendous impact on product quality, customer satisfaction, and the level of customer loyalty and retention. In this work, increased attention is given to the supply chain process sustainability, generally, and the RMA process, specifically. This paper explains the effort spent on developing and improving the RMA process for an electronic manufacturing company in the USA. This includes building the process flow, Systems, Applications and Products in Data Processing (SAP) linkage, organizational chart, releasing standard operating procedure (SOP), designing structural layout, building the communication channels, defining customer induced damage (CID) and vendor induced damage (VID) regulations, and building the proper computer integrated manufacturing system (CIMS) to monitor and control the built process.
Building RMA Process for an Electronic Manufacturing Company: A Case Study
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