REVERSE LOGISTICS PRACTICES IN THE SPANISH SMEs CONTEXT

摘要: Consumers and retailers return product to manufacturers due a variety of reasons: the does not meet customer expectation, is defective or there excess inventory, among others. Therefore need handle returned in an effective way improve customer's relationship decrease its associated costs.This paper describes processes two Spanish companies, pertaining Small Medium Enterprises (SMEs) group, focusing on forward reverse flows supply chain highlighting relevance managing issues efficiently. The methods used are interviews with main managers at both companies. We have found that motivation these companies accept returns create good company's image. Additionally, same design logistics networks has been identified independently industry sector management qualification.