With a heritage stretching back nearly 200 years, Harper Collins is one of the world’s foremost English-language publishers, offering the best quality content right across the spectrum, from cutting-edge contemporary fiction to digital hymnbooks and pretty much everything in between.
The Requirement
The customer's requirements were very concise. They needed a...
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logistics partner who is a market leader in progressive technology and provision of management information
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consolidated returns processing and stock disposal operation
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full visibility of stock movements throughout the returns process
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secure, auditable and transparent processes
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variable cost model allowing for minimal fixed costs and overheads
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simplified process to enable 'Green Laning' of stock back into their supply chain
All of which will support a simplified credit authorisation process for customers.
The Solution & Approach
Key aspects of the implementation project included...
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understanding the mix of products, the range of disposition rules and the mix ratio of those ‘exit routes’
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designing specific operational processes, and a bespoke returns processing system
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a returns process that scans the barcode of each individual unit, resulting in high data accuracy
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full digital CCTV coverage of the entire operation
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developing a barcoded returns label application with easy online access for all Harper Collins’ 23,000 UK customers
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a seamless transition during implementation, whilst also managing a historic backlog of returns
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building in the operational capacity to manage the peak period
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the complete visibility of all daily returns activity using a streamlined data exchange
In summary the solution provided to Harper Collins...
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has processed over 40 million units to date
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produces daily ‘snapshot’ management reporting, detailing the ‘work in progress’ position
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gives full visibility of all processing data down to individual unit level
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includes the ability to set disposition rules at an ISBN level with the facility to make a distinction between loose copy and binders pack and set rules accordingly
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operates within their existing ISO 14001 accreditation framework
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allows for a high degree of flexibility around resources, processing volumes and storage capacity
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is fully scalable and as such the annual peak processing period presents no issues