The RLA Community - Reverse Logistics Magazine

Reverse Logistics Association Industry CommitteesIndustry Committeesare set up to providea standing forum forReverse LogisticsProfessionals to meeton a regional and globalbasis and discusscommon ReverseLogistics issues atthe RLA Conferences& Expos. IndustryCommittees educatethe industry on reverselogistics:• “Best Practices”• Consumer SatisfactionIssues• Regulations on aWorldwide & RegionalBasis• Processes that canReduce CostsApparelChairperson - Needed• Jeroen Weers, SpringGlobal MailAutomotiveChairperson - CharlesChappell, Genco ATCAviationChairperson - Steve WallaceCOMPUMAR• Steve Wallace, Planes ofFame Air Museum• Bernie Gagnon, Kuehne +Nagel, Inc.•Consumer ElectronicsChairperson - MaryellenDaniels, ItranCo-Chair - Mark Prol, InmarCo-Chair - Paula WhittingtonLifetime Service Center• Ray Agarpo, HP• Jeff Anderson, FidelitoneLogistics• John Beyers, United Radio• Patrick Blinn, Microsoft• Brianne Boettner, Best Buy• Chad Burke, Ryder• Charles Chappell, GencoATC• John Damm, Lexmark• Jack DeButts, Dell• Ikechukwu Dike, CoventryUniversity• Charles Dunton, Genco• Christopher Fabian,Professional ServiceSolutions, LLC• Rubina Farooq, LGElectronics• Todd Fenix, aigo usa llc• Elaine Gasser, HP• Cintia Gates, Dell Inc• Curtis Greve, Greve Davis• Chris Griffin, Sprint Nextel• Jim Henry, Yusen Logistics• Sam Jackson, Target• Joel Jacobs, Millennium3000RL Ltd.• Brad Larsen, HewlettPackard• David Liscom, HyperMIcrosystems Inc.• Amit Mahajan, XCaliberTechnologies• Gabriel Medel, GreenstreamInternational• Gabriel Medel, GreenstreamInternational• Mike Moore, DataExchange• Jason ONeill, UPS SupplyChain Solutions• Daniel Park, Polarium, Inc.• Jonathan Pine, RenovaTechnology• Jeffrey Reed, InFonte• Paul Rupnow. Andlor• Jim Rushton, Encompass• Tony Sciarrotta, Philips• Jordan Sielaff, GreenstreamInternational• Chris Tejeda, Inmar• Liz Walker, ImageMicrosystems• Bryan Warner, Forse Inc• Jerry Wever, OzarkElectronics Repair• Paula Whittington, LifetimeService CenterData StorageChairperson - Tom Burnam,Western DigitalCo-Chair - David LiscomHyper MIcrosystems Inc.Co-Chair - Alan ClarkSeagate TechnologiesCommittee Members:• Gary Gear, Toshiba• Herman Goemans,Sprague Magnetics Europe.• David Liscom, HyperMIcrosystems Inc.• Steven Snyder, IRSC• Wes Stott, DEXFood & BeverageChairperson - GeneBodenheimer, GENCO ATCCo-Chair - Dr. Oliver HedgepethAmerican Public UniversityCommittee Members:• Gene Bodenheimer,GENCO ATC• Benjamin Paneth, ymtrading• Bruce Stevenson,IndependentMedical/PharmaceuticalChairperson - Needed• Michael Blumberg,Blumberg Advisory Group• Dan Gardner, ATC Logistics& ElectronicsRetailersChairperson - Sam Jackson,Target Corp.Co Chair – Raul Castilla, Wal-Mart Stores, Inc.Co Chair – Albert (Buddy)Burgess, Pep BoysCommittee Members:• Albert (Buddy) Burgess,Pep Boys• Randy Compas, CanadianTire Corporation• Summer Irvin, Overstock.com• Rene’ Kostosky, Dick’sSporting Goods• Andrea Newman, Best Buy• Anthony Pereira, Barnes &Noble• Gregor Thompson, GENCOATCTelecommunicationsChairperson - Gary Cullen of4PRL• Joakim Jansch, eBuilder• Gabriel Medel, ElectronicRecycling and Trading IncWirelessChairperson - Doug Zody,MicrosoftCo Chair – Blake Vaughn,BrightpointCommittee Members:• Michelle Gross, T-Mobile• Amit Mahajan, XCaliberTechnologies• Chris Nielsen, Teleplan• Jordan Sielaff, GreenstreamInternational• Blake Vaughn, Brightpoint• Javier Villarreal, AceWireless• Joe Walden, University ofKansasJoin today at www.RLA.orgFocus Committees & RegionalFocus continued on to page 19

ArticleEthical ElectronicsRecycling -A Key Piece of theReverse LogisticsIndustryby John Lerohl, ECS RefiningSome of this year’s attendeesmay find that as a professionalin the electronic recyclingindustry, I might not be theright person to comment onreverse logistics. However,while attending my first RLAshow last year, I learned whatthe term “industry in reverse”really means. My imaginationran wild while visiting thenation’s largest companies inmassive booths showcasingtheir goods and services. Littledid I know that this showwould provide the answerto a compelling issue in myindustry - “How do thesecompanies handle America’sused electronics?”Business people understandthat ‘logistics’ is the movementof products and goods, and thatwithout this critical industry,we could not fully appreciatehow the retail industry works.Walking through the RLAshow and speaking withrepresentatives of severallarge transportation firms, itbecame clear that logisticscompanies are right in themiddle of the transportationindustry – with both forwardand reverse aspects. Thisbegs the question “what doesreverse logistics really mean,and how does it address theresponsible recycling ofmaterials transported acrossthe country?” I was determinedto find the answer.Realizing that logisticscompanies manage most ofAmerica’s transportationneeds, I began to probe severalexecutives about what theyknew about a term in myindustry called “end-of-life”or EOL services. The properrecycling and EOL processingof electronics in America isone of the main reasons mycompany, ECS Refining,exists. As an ethical electronicsrecycling pioneer, we havelived and breathed ‘GoingGreen’ since the early 1980’s.Our company has processedover one billion pounds ofe-waste since that time andhelped form the world’smost respected advocate forresponsible and sustainableelectronics production – theBasil Action Network (BAN)e-Stewards®.In further conversations atthe show, I came across asurprising revelation. Logisticscompanies were managinglarge retailer return programsbut didn’t take full advantageof the ‘end-of-life’, datadestruction, and responsibler e c y c l i n gattributes ofthe electronicsr e c y c l i n gindustry. Oure-waste recyclingindustry had notdone a good jobeducating logisticscompanies abouteffective “cradleto cradle” e-waste recycling.Even though most e-wastematerials generated fromreturns were being transportedby these companies, therewere few existing programsto effectively dispositionthese returns as reusable,refurbishable or recyclable.Our work as the electronicsrecycling industry was justabout to begin.Now fast forward to 2011.As American businesses andthe U.S. Congress (throughthe proposed ResponsibleElectronics Recycling Act(HR 2284 / S1270)) continueto improve comprehensive12 Reverse Logistics Digital Magazine • Digital Edition 35 www.RLmagazine.com Digital Edition 35 • Reverse Logistics Magazine 13www.RLmagazine.com

e-waste legislation and 100%domestic recycling practices,these issues have become akey topic in boardrooms acrossthe country. Every Americangenerates 17 pounds ofe-waste each year, and most ofthese materials find their wayinto landfills, dumpsters, andclosets. However, we believethat if we (retailers, OEMs,consumers and recyclers)can influence and supportthe industry that handles/packages/and transports theseproduct returns, together wecan make great strides inGreening America. Effective,domestic recycling createsRLA Conference & Expo inSão Paulo Brazil• Professionals worldwide will attend this event.• Major OEMs & Retailers are looking for ThirdParty Service Providers that can manage theirReverse Logistics in this region.• Be sure not to miss the pre-conferenceworkshops that will be held on the 26th.• Enjoy the fall season in the Brazilian sun!accountability for electronicsmanufacturers and users acrossthe land.The Reverse LogisticsAssociation and its membersare in a unique position toaffect this critical initiativeas it works with companiesthat operate as e-Stewards®Certified Recyclers ore-Stewards® CertifiedEnterprises. With responsiblerecycling initiatives embracedby RLA members, logisticscompanies, retail chains,consumers and recyclingcompanies, we will facilitatethe effective diversion ofmillions of tons of e-waste,keeping it away from landfillsand third world countries whilepromoting 100% recycling orreuse of electronics. Americais and will remain a globalleader in the proper recyclingof electronic products if we allwork together.comApril 17th - 19th, 2012John LerohlSales ManagerECS Refiningw w w .ecsrefining.Conferência e Exposiçãosobre RLA no Brasil• Participação de profissionais de todo o mundoinclusive da mérica do Sul e Central• Principais OEMs e Varejistas estão procurandopor empresas terceirizadas para prover serviçosde gerenciamento e administração do processo deLogística Reversa nesta região.• Não percam os cursos práticos que acontecerãodurante a pré-conferência, no dia 26.• Desfruta do maravilhoso sol Brasileiro de SãoPaulo em pleno Outono.RLMRead the PressRehrig Pacific Logistics Diversifiesto Serve Packaging Niches1 February 2012-Increasinglycompanies in the pallet andpackaging industries are talking aboutdiversification as a core strategy to dealwith the changing business landscape.Rehrig Pacific Logistics (www.rehriglogistics.com) is one of therare companies that has successfullymorphed from its focus on pallets andcontainers to handling a wide varietyof packaging and reverse logisticsfunctions. CLICK HEREe-Cycle is First Mobile PhoneBuyback and Recycling Company toAchieve e-Stewards CertificationHilliard, OH—1 February 2012—TheBasel Action Network (www.BAN.org), a global toxic trade watchdogorganization, announced today thatColumbus based mobile phonerecycling company e-Cycle LLC isthe first mobile phone buyback andrecycling company certified as ane-Stewards recycler, adhering to thehighest global standards for sociallyand environmentally responsibleelectronics recycling.CLICK HEREOverstock.com Rated Best Overall inCustomer Service Holiday ShopperExperienceSalt Lake City, UT—1 February2012—Overstock.com, Inc. todayreported that it provided the best overallcustomer service experience duringthe 2011 holiday season, as reportedby STELLAService and CompuwareCorporation. CLICK HEREAvnet Dives into Asset Disposal,Used Sales1 February 2012-Solution providersand vendors excel at selling businessesequipment. Box after box goes intobusinesses, IT shops and data centers.Rarely do they come out, even at theend of their service life. They end upin piles waiting for a way to disposeof them environmentally safelyand without compromising residualonboard data.CLICK HERESony’s Stringer to step down as CEO1 February 2012-Sony Corp. said onWednesday that vice-president KazuoHirai will take over the roles of CEOand president on April 1 from HowardStringer, who will retain the chairman’spost as the company struggles to regainits standing in the consumer electronicssector in which it was once a drivingforce. CLICK HEREEncompass Selected to Provide PartsDistribution and Reverse LogisticsServices for BriteLite EnterprisesLawrenceville, GA—31 January2012—Encompass Supply ChainSolutions, Inc., (ESCS) a leadingprovider of forward and reverselogistics for a diverse range ofelectronics products and replacementparts, today announced it has finalizedan agreement with BriteLite todistribute replacement parts for its fullline of professional DJ equipment, aswell as provide aftermarket services insupport of two of its DJ kit models.CLICK HEREHYPERAMS Concludes a SuccessfulInaugural YearChicago, IL—30 January 2012—HYPERAMS, LLC has completedits first year in operation with a greatdegree of success. As it heads into itssecond year, the firm can build on itsrecord of completing five auctions,purchasing and monetizing new andreturn to vendor inventory from sixsources, engaging in various consultingprojects and issuing more than a dozenappraisals. Since the company’s launchin December 2010, HYPERAMShas sought to provide a completeasset disposition solution to financialinstitutions, professionals servingthe restructuring community andcorporations with surplus or customerreturn assets. CLICK HEREInmar keeps growing as it invests intechnology29 January 2012-With more than 1,400customers, Inmar Inc. has come a longway since it was founded in 1980 as acoupon company. CLICK HERESims Metal Management Named Oneof the Global 100 Most SustainableCorporations in the World forFourth Year in a Row27 January 2012-Sims MetalManagement (the “Company”) has beendesignated as one of the Global Top 100Most Sustainable Corporations for thefourth year in a row. The list, compiledby sustainable business publicationCorporate Knights, was announced atthe 2012 World Economic Forum inDavos, Switzerland. CLICK HEREH-E-B Stores Accountable forUnsaleablesOrlando, FL—26 January 2012—H.E.Butt Grocery Co., San Antonio, hasmade its stores accountable for theproducts that become unsaleable atthe store level as part of a programto reduce the chain’s total level ofunsaleables, said Ted Lechner, reverselogistics manager. CLICK HEREInmar Reports on 2011 CouponTrendsWinston-Salem, NC—25 January2012—Inmar, a company that operatescollaborative commerce networks andmakes them intelligent, announcedtoday that more than 3.5 billion couponsfor Consumer Packaged Goods wereredeemed in the U.S. in 2011—a 6.1%increase over 2010. While redemptionactivity in the first half of last yearshowed virtually no change from 2010,a 16% jump in coupon response inthe third quarter of 2011 sparked theoverall annual increase. CLICK HEREEncompass Partners With UniversalAdministrators to ProvideComprehensive Reverse LogisticsServicesLawrenceville, GA—25 January2012—Encompass Supply ChainSolutions, Inc., a leading providerof forward and reverse logisticsfor a diverse range of electronicsproducts and replacement parts, todayannounced that its division EncompassService Solutions (ESS) has beenselected by Universal Administratorsto provide repair and reverse logisticsservices. CLICK HEREMARK YOUR CALENDAR NOWwww.RLAshows.orgPara maiores informaçõesvisite: www.RLAshows.orgwww.RLmagazine.comDigital Edition 35 • Reverse Logistics Magazine 15

What is the Reverse Logistics Association?At this year’s RLA Conference & Expo in Las Vegas you may have noticed a televisioncrew roaming around. The crew was there to capture response to the conferenceand make a video that displayed the essence of the Reverse Logistics Association.They were also filming segments for a new video series in RL Digital magazine calledRLA Rewound. As you view it, you may see some familiar faces. A big thank you toeveryone who took time out from their busy conference schedule to stop and talkwith our reporter. We hope you will share the video with friends and colleaguesas you introduce them to the association and explain what we do and how we cansupport them. Stay tuned, because we may be talking to you for the next series ofvideos for RLA Rewound.www.RLA.org • www.RLAshows.org • www.RLmagazine.comReverse Logistics AssociationFocus CommitteesFOCUS COMMITTEESCorporate Social ResponsibilityChairperson - Brian F. Eddy,SubCon Industries• Christopher Fabian, ProfessionalService Solutions, LLC• Wes Stott, DEX• Liz Walker, Image MicrosystemsExtended WarrantiesChairperson - Needed• Charles Chappell, Genco ATC• Mohan Kumar D, HP• John Duffy, Assurant Solutions• Michelle Gross T-Mobile• Edwin Heslinga, Microsoft• Amit Mahajan, XCaliberTechnologies• David Novak, Assurant Solutions• Ann Rodriguez, Avnet• Martin Walsh, Test TechnologyInc• Bryan Warner, Forse Inc• Paula Whittington, LifetimeService CenterSoftware SolutionsChairperson - Leonard Schneeman,DEXCo-Chairperson - Paul Rupnow,Andlor Logistics Systems Inc• Michael Ayon, Avnet• Michael Blumberg, BlumbergAssociates• M. Brian Carter, SAP Labs• Cynthia Cheak, Dell Inc• Haozhe Chen, University ofOklahoma• Matt Domachowski, GENCOATC• Curtis Greve, Greve Davis• Bob Leeds, Kewill• Jeffrey Reed, InFonte• John Rinehart, Intel• Lee Sacco, Oracle• Seshagiri Singaraju, SunMicrosystems• Bryan Warner, Forse Inc• Matt Winger, KewillSpare Parts ManagementChairperson - Needed• John Baehr, KLA-TencorCorporation• Dan Gardner, ATC Logistics &Electronics• Herman Goemans, SpragueMagnetics Europe.• Edward Higgins, MasterWorksInternational Inc.• Amit Mahajan, XCaliberTechnologies• Derek Scott, Canon Europa N.V.• John Weatherup, HewlettPackardStandardsChairperson -Ron Lembke,University of NevadaCo-Chairperson - Ken Jacobsen,Connexus• Haozhe Chen, East CarolinaUniversity• Beth Foster, United StatesPostal Service• Jeffrey Reed, InFonte• Paul Rupnow, Andlor LogisticsSystems Inc• Jeremy Vick, EntercomsSustainability and EnvironmentalManagementCo-Chairperson - Raymond Glynn,Cavalry Sales and MarketingCo-Chairperson -Paul Gettings,Supply Chain Executive• Rachel Blackwood, ROUND2• Gina Chiarella, WeRecycle!, Inc.• Robert Gallagher, ImageMicrosystems• Cintia Gates, Dell Inc• Robert German, RochesterInstitute of Technology• Chris Kahl, Cinco ElectronicRecycling• Joe Walden, University ofKansasREGIONAL FOCUSAPACChairperson - Stephen Barnett,Repair Group LimitedCo-Chairperson - Jason Juretic,eBuilder• Sanjeev Kakar, IntarvoTechnologies Ltd• Brian Noone, Infinet ServiceSolutions Pty Ltd• John Wilson, Infoteam OceaniaBrazilChairperson - Paulo Gomes,Flextronics Global ServicesCo-Chairperson - Djalma Barbosa,Dell Inc• Aniello Assumpção, Assurant• Carlos Chiu, Pegatron Computerdo Brasil• Maryellen Daniels, ITRANElectronics Recycling• Henrique Domingues, FATECGuarulhos• Giselle Druillard-Salom, Teleplan• Luciana Lacerda, HP• OSVALDO NOBUO, UPS• Cássio Peixoto, BMS GestãoEmpresarial• Andre Luiz Pereira, FUMECUniversity• Douglas Piagentini, TelefônicaTransportes e Logistica Ltda• Chadad Rodrigues, universidadecamilo castelo branco• Giovana Salvatore, Fatec• Nathalia Santos, FATECGuarulhos• Marcio Silva, Philips• Katelynn Weber, ProcessWeaverCanadaChairperson - Craig Stevens,ReturntraxCo-Chairperson - Wayne Burgess,ReturnTrax• Molly Zito, AvnetChinaChairperson - Haozhe Chen, Ph.D.,East Carolina University• Glenn A Norem, eePartsEMEAChairperson - Ian Towell, TescoCo-Chair - Jeroen Weers, SpringGlobal MailCo-Chair - Derek Scott, CanonEuropa N.V.• Herman Goemans, SpragueMagnetics Europe.• Sanjeev Kakar, IntarvoTechnologies Ltd• Bob Leeds, Kewill• Ake Nylen, eBuilder• Ian Rusher, Cisco Systems• Howard Strowman, WamEurope LtdIndiaChairperson - Sanjeev Kakar,Intarvo Technologies Ltd• Ian Rusher, Cisco Systems

articleall revolve around a system,without which, there is scanttime to follow up properlyconsidering there wasgenerally already a backlog ofactivity even before you leftfor the show.“Better Boothmanship”requires that attention is paidto the “rhythm” of the entiretrade show process, or whatI refer to as “the trade showintensity curve” There isquite a bit of excitement andenergy prior to the show; thepreparation, design, literatureto create, prospects to inviteto the booth, etc. And thenthere is the manning of thebooth itself, the meet andgreet, the presentations, theconnections, the socializingwith those in the industry.And the intensity keeps risinguntil the show is over at whichpoint the intensity beginsto fall off, when in fact, theintensity should continue onRL Careers“Boothmanship” Post Show Follow Up:The Final Piece to Positive ROIby Arte MarenProfitable trade show returnsbegin with proper planning andthat must include the all toocommon error of insufficientattention and action on postshowactivities. In fact, theCenter for Exhibition IndustryResearch reports that up to80% of the leads gathered ata show are not followed up.Amazing. And the reasonusually traces to a failure toplan well. (You have heard theadage, if you fail to plan, youplan to fail. So true.While it may be convenientto put the responsibility forexhibitor success onto theshow, there are often majorprocedures omitted by theexhibitor and opportunitiesmissed. There are hard wonrules, guidelines that must befollowed in order to ensure asuccessful show, regardless ofall other factors. As you arealready at the show readingthis article, I will address thepost-show key factors whichArrow Electronics• Business Development Representative• PEMCO Inside Sales• Solutions Development ManagerClick HereBest Buy - Corporate• Field Services Director - East CoastClick HereBest Buy - Secondary Markets• Business Development ManagerClick HereDecisionOne• Director of EngineeringClick HereFlextronics• Sr. Engineering ManagerClick HereGreenstream International• Business Development Executive• Operations ManagerClick HereNewgistics• District Sales ExecutiveClick HereProduct Support Services (PSSI)• Sales & MarketingClick HereReverse Logistics Association• Account Manager• Accounting & Registration Manager• Seminars Manager• Office Manager• Registration/Office Manager• RLA Corporate InternshipClick Here18 Reverse Logistics Digital Magazine • Digital Edition 35 www.RLmagazine.com Digital Edition 35 • Reverse Logistics Magazine 19www.RLmagazine.com

and through the connecting toall leads, the follow ups andthe sales!• There should be a systemset up prior to the show sothat leads are sent back tothe office and informationprospects need ideally sentto prospects even beforeyou return.• You must have a purchasedmailing list of all likelyattendees and indeedall potential customersregardless if at the showor not so that a follow upAmerican Public UniversityThe more your members know, the more your organization will succeed.And you’re one click away from making it happen.Give your members access toa quality online education.American Public Universityoffers more than 150 degree andcertifi cate programs in a wide varietyof specialties. Our costs are far lessthan other top online universities,helping you stretch your dollarseven further.Learn more about one of the bestvalues in online education atwww.studyatAPU.com/RLText “APU” to 44144 for moreinfo. Message and data ratesmay apply.Art & Humanities // Business // Education // ManagementPublic Safety & Health // Science & Technology // Security & Global Studiesmailing/newsletter can besent, indicating that youmissed them at the showbut…..• Following standard“ B o o t h m a n s h i p ”procedure, the leadsobtained at the show wouldhave reminder notes eitheron the back of the businesscard or a notebook whereinthe data is stored withfull info on the natureof the conversation withthe prospect as memoriesoften fade. The businesscard would be stapled ontothe page of the book andall pertinent data writtenbelow the card. AND THEBOOK IS ENTRUSTEDTO ONE PERSON ANDNEVER OUT OF SIGHT.• Some companies haveemployed the procedureof having an assistantor even an outside callcenter make the followup contact call directlyafter returning home.This prospecting type callwould then determinethe level of continuedinterest and if there a callis warranted from thesales person, it is turnedover to the sales rep thusensuring rapid response.Note: The prospect hasmet with many otherswho may be providing thesame products or service.The name of the game is“firstest with the mostest”.• All leads are followedup, at minimum by email.None are ignored. A visitorto the booth may haveseemed disinterested butperhaps that was simplythe start of negotiation.A decision to wait couldchange in a moment basedon some environmentalof business factor. Anysalesperson knows theliability of making anykind of assumption orattempting to pre-judge.All booth attendees shouldget a follow up email within48 hours with a thank you,re-statement of the offerand any other personalizedcomment you may wish tomake.• Do not get caught inthe “excuse trap”; “welleveryone is just returningso I will wait” or “I amreally backlogged, I willget to it next week” or“they have plenty to readfrom the literature I gavethem, if they are interestedthey will call me”. Theseincorrect assumptions areMoney TalksPhilips provides update on Q4 2011 resultsMalaysia’s IT industry to grow, but challenges aheadClick HereMalaysia’s IT industry to grow, but challenges aheadClick Herevery costly and negate allthe hard work that wasdone to create the leads.• The leads, broken downinto A, B or C or 1, 2, 3, interms of potential and thepriority leads distributed.There is also the system ofbreaking down the leadsinto categories, such asthose who need an infopack, those who should becalled, etc. and making thepriority the category.• The leads are recorded ina database which then canbe reviewed a month later,6 months and even years.If an attendee you metbecame an account even aCanaccord Genuity Reiterates a ‘Buy’ on Brightpoint;CES Meeting with ManagementClick Hereyear later, the credit wouldstill go to that show andtherefore would reflect wellon the ROI for that show.Without such tracking, thisdata is lost.• A “debrief” is done by anyand all employees or execsconnected to the showproviding key data on whatworked well and shouldbe written procedure forthe future, what did notwork well and is in needof improvement and areview of statistics overallwhich would include thenumber of visitors to theexhibit, the number of “hotprospects”, the numberJabil pays $128.5 million for Telmar Click HereMotorola Mobility Provides Business Update Click HereSamsung forecasts best profit ever Click HereSeagate Technology Provides Preliminary Fiscal SecondQuarter 2012 Financial Results Click Here20 Reverse Logistics Digital Magazine • Digital Edition 35 www.RLmagazine.com

of full presentations and,of course, actual salesmade and orders taken. Areview would be done ofthe booth appearance andpresentation, a review ofphotos you may have takenof competition (always agood idea), competitionanalysis in general etc.• The executive reviewwould entail all of theabove but would includea personnel evaluationin terms of the generalproductivity of thoserepresenting the company.Their individual reports ofthe event would be a factorin evaluating the show itselfand their performance.Industry Events• All financial factors areadded up and a summarymade for future referenceand planning for the nextshow.• A detailed checklist (lovethose checklists) can andshould be created so that noimportant aspect is missed.There are several KEY factorsto a successful and profitableshow. Leave out any one,and the results are less thanexpected. Pre-show planning;personnel training; logistics forthe show; at show proceduresand post show activities, wellexecuted are what “BetterBoothmanship” and improvedshow profitability are allabout.RLMArte Maren isan expert inm a x i m i z i n gtrade showefforts andwas a recentpresenter at theRLA Las Vegas trade show. Heconducts training in trade showplanning and execution as wellas customer service, sales andcompany organization. He canbe reached at 727 643 4638 orarte@artemaren.com.9th AnnualRLA Conference & Expo Las Vegas 2012RLA Conference & Expo North AmericaFebruary 7 - 9, 2012Click HereRLA Conference & Expo EMEAJune 19-21, 2012Click HereRio Hotel & Casino, Las VegasSunday, February 5 - Thursday, February 9, 2012RLA Conference & Expo South AmericaApril 17-19, 2012Click Here22 Reverse Logistics Digital Magazine • Digital Edition 35 www.RLmagazine.comRLA Tailgate Party!The party begins Sunday, February 5, 2012 at 2:30 pm in theTropical banquet room at the Rio! Join the fun and watch thebiggest football game of the year from Las Vegas!

9:00am11:00am9:00am11:00am2:30pm4:00pmRLA Conference & Expo Las VegasWorkshops - 9:00am - 12:45pmCoco AMonday, February 6 - Thursday, February 9, 20127th RLA ANNUAL Charity GOLF TOURNAMENT - Red Rock Country Club - 1:00pm - 5:00pm bus at 12:00pmTuesday - FEBRUARY 7, 2012Workshops - 9:00am - 12:45pmPalma AGailenVickExecutiveDirector,RLABest Practices:Lean Repairand ReverseLogistics TrendsEXHIBIT HALL OPENS - 1:00pmREVERSE LOGISTICS ASSOCIATIONEXCELLENCE AWARDSPalma BMarketing &Selling ReverseLogisticsServicesMONDAY - FEBRUARY 6, 2012MichaelBlumbergPresidentBlumbergAdvisoryGroupJaguar ABuffet LUNCH - Industry Committee Chair/Co-Chair Strategy & Reports Meeting - 12:30 - 1:30pmRLA Industry Committees - 2:30pm - 3:30pm • RLA ADVISORY BOARD MEETING - 2:30pm - 4:30pmTrack CPalma AGailen VickExecutive Director, RLASuccessful Outsourcing:RFQs, Contracts and SOWsPalma AGailen VickExecutiveDirector, RLASuccessful Outsourcing:RFQs, Contracts andSOWsAndrew Katcher, President, Rapid ResultsDisposition by Design - Getting the BestSuite of Disposition Services for YourOrganizationCoco AChairman: GeneBodenheimer, Genco/ATCFood & Beverage CommitteeChairman: LeonardSchneemanSVP, CTO, DEXAndrewKatcher,President,RapidResultsMovingProducts AcrossBordersSoftware Solutions CommitteeCoco ADisposition by Design -Getting the Best Suiteof Disposition Servicesfor Your OrganizationTrack DCoco BChrisFabianPresidentPSS, LLCMaximizeRevenueOpportunities inyour AMS andRL OrganizationMorning BREAK - 2:30pm - 3:30pmAndrew Katcher,President, RapidResultsPlease check the Marqueesfor the most accurate up todate scheduleChairman:Maryellen Daniels,ITRAN Electronics RecyclingConsumer Electronics CommitteeCoco AMoving Products Across BordersPalma BMichaelBlumbergPresidentBlumbergAdvisory GroupBest Practices inReverse LogisticsManagementPalma CLizWalker,VPMarketing&BusinessDev.,ImageMicrosystemsGloriaCervantes-HaySupplyChainOperationsManagerEntercoms, Inc.Service ChainCollaborationTrack EChairman: ThomasBurnam, Western DigitalData Storage CommitteeRetailers CommitteeCoco BChristopherFabianPresidentProfessionalServiceSolutions, LLCMaximize RevenueOpportunities in your AMSand RL OrganizationChairman: Sam Jackson,TargetPalma BAwards Gala (for Members, speakers & Exhibitors) - 5:00pm - 8:00pmPeter Nilsson, PresidentHow To Increase Visibility,Brand Awareness andRevenues with Public RelationsPalma DMark Prol,VP, InmarJaguar AGloria Cervantes-Hay&Samantha Richerson,Entercoms, Inc.Service Chain CollaborationTrack FPalma DPeter Nilsson,PresidentPerformancePublic RelationsChairman: Ron Lembke,University of NevadaStandards CommitteeChairman: RaymondGlynn, Cavalry Sales andMarketingSustainability CommitteeREVERSE LOGISTICS ASSOCIATIONEXCELLENCE AWARDS12:30pm1:30pm3:30pm4:30pmRLA Conference & Expo Las VegasMonday, February 6 - Thursday, February 9, 2012Wednesday - FEBRUARY 8, 2011Exhibit Hall opens - 8:00amWelcome Remarks - Gailen Vick, President, RLA - 10:00amKeynote Address - Doug Schmitt, Vice President Global Support Services, Dell - 10:30amThe Development of Next Generation Services through Understanding Customer Needs and Industry TrendsTrack ATonySciarrotta- SeniorManager,AssetRecoveryPanel Discussion: NetPromotor ScoreJohn Pinto - Sr. Directorof Operations, ToshibaJack DeButts- DirectorReturns &ExchangeManagementDellPanel Discussion:Globalization of ReturnsBUFFET LUNCH - EXHIBIT HALL - 11:30am - 12:30pmRETAIL COMMITTEE REPORT/MEETING - Palma C - 11:30am - 12:30pmTrack B Track C Track D Track E Track FTim Konrad- Senior VicePresidentGENCO ATCImpact ofProductLifecycle LogisticsRob Ianni - VP of GlobalSales, Entercoms, Inc.Mark Hessinger -Executive Director - GlobalCustomer Service,GerberTechnologyIncreasing NPS, customersatisfaction, revenue, andservice processGary Moore - RLManager - Recycling,SprintDaniel Barrett -Manager, New BusinessOpportunities, USPSBest Practicesin ElectronicStewardship - MakingRecycling Easy forConsumersRobert Davis- ManagingMemberBoomerangSolutionsGroup, LLCTradingPartner Collaboration forARP Gap ReductionAFTERNOON BREAK - EXHIBIT HALL - 2:30pm - 3:30pmSteve Brown -Global ProductLife-cycleManagerHewlettPackardMutiVendorServices: The Tip ofthe Spear in AccountPenetrationCarrie McWilliams - UPSBryan Arnold - Dish Network Tom Calderwood - OracleJeffrey Harrison - Blue Raven Technology Sam Mikles - EMC/BRSModerator:AndrewKatcher -PresidentRapid Results,Inc.The Great BestPractices in InventoryDisposition DebateJeff Dooley - Sr.ManagerJosh Garrison -Director of ServiceOperationsFailure AnalysisSupply Chain, CiscoJeff Stratman - Merchant Director,Secondary Markets, Best Buy Co., Inc.MichaelBlumberg -PresidentBlumbergAdvisoryGroupPanel Discussion:ManagingAftermarket Service &Reverse Logistics as aProfit CenterLarry Lile - OracleGary Moore - SprintRachel North - ToshibaThomas Maher - DellAbraham Pasternak - pcswireless, llcKenneth McDaniel - ntelJoe Walden- Lecturer,Supply ChainManagementUniversity ofKansasTrends in E-WasteDisposal and ReverseLogisticsMatt PetersonSr. Manager- Americas Service PartsDellTracy Schrecengost-Global ServiceMaterialsManagerMedradPlease checkthe Marqueesfor the mostaccurate up todate schedulePaul Baum -CEOPlanITROIPurposefulRefurbishing vsRecyclingCONFERENCE RECEPTION - Exhibit Hall 5:30pm - 7:30pmFred Bosman- SupplyChain ProductManagerECN GroupLtdFINALLY!Real Time, End-to-EndSupply Chain Visibility,There and BackGary Reblin- VP, DomesticProductsReturns andeCommerce-USPSIntegrated ApproachHaozheChen -ECUGary Gammon - ECURL Software UsageTrends and Issues - AnEmpirical StudyRYDER SUPPLY CHAIN SOLUTIONS RECEPTION - by Invitation Only 5:30pmPRIVATE NETWORKING COCKTAIL EVENT - by Invitation Only 5:30pmJimSchoessling,VicePresidentServigisticsRegulatoryCompliance ReviewKen Kvancz - Senior Manager,Care Indirect Sourcing, NokiaBernie Schaeffer - CVP/Global Repairand Reverse Logistics, MotorolaDick Kluis - VP – Product Strategy, ServigisticsJohn Axe - CEO, ECN Group Roger Levi - IntelMichael Ayon - GM/ Dir. BusinessDevelopment, ECS RefiningKumarVidadala- ProductDeveloperProcessWeaver, Inc.SoftwareSolutions forReverse LogisticsTransportationManagement ChallengeRoger Rowley- ServiceManager,SamsungCase Study:Control andvisibility in returnsJosephWalden -Lecturer,Supply ChainManagement,KUWireless OperationsBrian Mantel - Sr.Manager ReverseLogistics, Sprint NextelTim Bradford -ImagemicroModerator:L e o n a r dSchneeman- Sr. ViceP r e s i d e n t ,C h i e fTe c h n o l o g yOfficerData ExchangePanel: Choosing aSoftware Solution forReverse LogisticsManagementHaozhe Chen - Assistant Professor ofMarketing and SCM, East Carolina UniversitySandy Parlier - Dish Network Kathy Murphy - JardenDavid Lamb - Cisco Sharon Joyner-Payne - InmarModerator:Hans-JochenLueckefett- ManagingDirector1WEEEServicesGmbH Panel: Strategiesfor managing regulatorycomplexityReverseLogisticsDigital Edition 35 • Reverse Logistics Magazine 24 www.RLmagazine.comwww.RLmagazine.comDigital Edition 35 • Reverse Logistics Magazine 25

RLA Conference & Expo Las VegasExhibit Hall opens - 8:00amTrack AThursday - FEBRUARY 9, 2012Monday, February 6 - Thursday, February 9, 2012Track B Track C Track D Track E Track FRLA Conference & Expo Las VegasMonday, February 6 - Thursday, February 9, 201210:30am11:30amModerator:JonathanGrimm- GlobalSolutionArchitect-ServiceOracle Panel: Role ofReverse Supply Chainsin Value ChainRobert Anderson - Barnes & NobleMichael Galbreth - University of South CarolinaModerator:Kevin Steele- COO, TheResults GroupHowRetailers andManufacturers CanWork in Partnership ToReduce ReturnsJack DeButts- DellChuckJohnston -WalmartMichelleGross -Sr. Manager,Analytics ,T-MobileReverse LogisticsAnalyticsEd Cisneros- HPTonySciarrotta- SeniorManager,AssetRecoveryHow to Maximize Salesand Reduce Costs withReturned GoodsGene Bodenheimer- GencoATCMichaelAyon - ECSRefiningTheimportance of thevalue chain for theWHOLE product lifecycleAki Korhonen- Founder andCEO , PC-Doctor, IncHardware Diagnosticsfor Android PlatformsHarrison Dean - InmarSam Jackson - TargetRajSubramonian- GM, Dell, Inc.Partnering for SuccessPlease check theMarqueesfor the mostaccurate up to datescheduleHong-Chao Zhang - Dir.of Advanced Mfg. Lab,Dept of Ind. Engineering,Texas Tech UniversityLiz Walker - VPMarketing &Business Dev.,ImageMicrosystemsReducing CarbonFootprint throughReverse LogisticsTaking the HillRahul Singh -Entercoms, Inc.Chad Burke -RyderJonathan Pine -Renova TechnologyDr. OliverHedgepeth- ReverseLogisticsDirector, APUFaith BasedReverse LogisticsMike Moore - DEXKen Ueltzen - CokevaModerator:ChristopherFabian - ProfessionalServiceSolutions,LLCPanel:How to Boost AMS &RL Profitability whileincreasing CustomerSatisfactionproviderMark Prol -InmarBarry Yanes -Blue RavenTechnologyModerator:Hugh Kinney,Jr. - AssociatePartnerThe ProgressGroupPanel: Practical Ideasfor Driving DownCosts and ImprovingService Levels in 3PSPOperationsCLOSING REMARKS - Gailen Vick, President, RLA - 12:00pmLUCKY DRAW - Lyndsey Turner, Editor, RLA - 12:30pmfor MP3 Players, DVD RW, Portable DVD Players, External Hard Drives, Digital Cameras(you must be present during the drawing to win)Upcoming RLA seminar:Bentonville, ArkansasMay 3rdFacility Tour: Walmart Returns Facilitywww.RLAshows.org/seminars.phpSponsored By:Please checkMarqueesfor the most accurate up to date scheduleDigital Edition 35 • Reverse Logistics Magazine 26 www.RLmagazine.comwww.RLmagazine.comDigital Edition 35 • Reverse Logistics Magazine 27

RLA MembershipNetwork with theWorld of Reverse LogisticsOur Newest MembersPlatinum MembersWith an RLA Membership You Can:• Learn Best Practices – Download ConferencePresentations• Make Valuable Connections• Search for new Vendors/Partners -CONFIDENTIALLY• Find New Facilities• Find New Employees/Employers• Search Worldwide Directory of 3PSP, OEM/ODM and Retailer Companies• Become Involved with Industry Committees• Receive vouchers to attend RLA Conferences &Expos and Regional Seminars• Discounts on Exhibiting, Sponsorships, Researchand AdvertisingGold MembersSilver MembersTo Learn how to obtain these plus additional benefitsthrough membership call 1-801-331-8949 x40 or visitwww.ReverseLogisticsAssociation.org

FEATUREWith the new year it is always useful tostop and take a moment to be a little moretactical in our thinking, if not outrightstrategic. To that end, take a moment andconsider what will be the most importantmacro trends for the next 18-36 months.My short list of three are;• Energy Harvesting• True Information• Broad Spectrum SensingThese three trends are likely to be themost far reaching we have seen and willnot only transform all of reverse logisticsand your target markets, but will shapeour notions of the intent and role forproducts we use every day. Let mehighlight what these are and then connectthe dots as to where these will take us.Energy Harvesting AKA, Joule Thief:When I first really started to becomeaware of this was from a simple circuitthat hardware hackers were using calleda joule thief. The circuit is a very simpleway to extract every remaining electronfrom a battery regardless of the voltagelevel it is at. It was driven by a desire foreconomy and a reduction in waste. ThenI read a research report in early 2009about a highway bridge analysis systemthat was developed with HP. The systemwas wireless and could be permanentlyattached or even embedded into theconcrete and required no power. All thepower it needed came from the vibrationof the bridge itself. Now technology hasprogressed to the point where there isan entire spectrum of energy harvestingmethods. These energy harvestingmethods include; heat, vibration, solar,magnetics and even blood sugar. If allof this sounds familiar, it should. Recallthe watches that date back to the late20s that would ‘wind themselves’ fromyour motion. That is the same approach,just designed to collect electrical ratherthan mechanical energy. It is alsoworth noting that the other side of thetechnology behind this is the lower andlower power that is required by modernelectronics. With each passing day therequired power needed for anythingcontinues to be reduced. Not only doesthis save weight and reduces heat, it alsoreduces cost. So we have on one side,required power being reduced and onthe other side accelerating technologyto self generate power. At some pointvery soon this technology will combinein a widespread manner then begin toaccelerate. At first glance you may saythat this is no big deal. You exchangea battery for more circuitry. What wasreally gained? In fact a great deal.Batteries store electronics using physicsthat are difficult to scale in terms ofenergy density. In addition when youmove to materials that have greaterenergy density there are other dangers,risks and complications. But, when youmove to circuitry that captures energyin a perpetual stream, we then have atechnology roadmap that becomes a keytechnology enabler with market changingoutcomes.True Information: Today we arebeleaguered by data. Data arriving ata rate so enormous it’s uselessness isvirtually assured. By the time you findan acceptable process to analyze the data,the value is gone or diminishing. Whatwe want, demand and need as surelyTechnical TrendsJoule Thiefas fresh air is a method to distill datainto true and useful information that isadaptive, consistent and can interfacewell with humans. The first pass atanalytics tools that hint at this future isSiri from Apple. If you think of Siri asa front-end to a machine in the cloudthat can be scaled and customized toyour needs you start to get a sense of thereal power behind these types of tools.Adaptive analytics are being enabled bya combination of new data tools that candistill data with multiple attribute vectorsand will take us to what IBM calls,Learning Systems. Not only will theanalytics process differing data attributesbut also differing data types. For examplethe analytics for video analysis differsfrom the analytics to examine geo-codedata and that differs from the analyticsfor business data. What is happeningtoday is that we have information-enginetechnology that can seamlessly integrateanalytics from a wide range of sourcesand route that refined result to a frontend like Siri. The single best example Ican provide is this-imagine a Bloombergterminal that is voice controlled and canlearn what you are looking for acrossa broad range of data sources. Thesewill include open sources you may noteven think of as information today; WebCams, You Tube, Twitter, social media,news, etc… In addition to sources thatare ‘less open’; web traffic, IP packetrouting, query terms, etc... I encourageyou to download and read the ResearchSummary from IBM regarding LearningSystems. This is a great primer to seewhat tools we have in place today and thedirection of developments.Broad Spectrum Sensing: It is clear thatwe have quite a few sensing and datapathways integrated into the averagewireless device. But have you reallyconsider how much information we caneasily collect today. This is my short listof top items and short outline of each;• Location: Mandated by 911and enabled by GPS. With thedifferential technology now in place,the accuracy is so great that weuse this to land aircraft and makeproperty surveys.• Acceleration: Tells you not only theorientation of the device, but a hostof other data including speed, height,location, vibration and impact.Accelerometer data can also do someinteresting things related to yourhealth. It can monitor your gait andfrom that infer your; weight, limbfunction, surface you are walking onand even an injury.• Temperature: This is on every devicetoday with the main function beingto monitor the batteries, but is thatall?• Light: This one is big. With thecamera you can see color, intensity,identify faces, writing, with patternmatching there are even databasesthat will tell you your location froma photo. In addition you can monitorIR and UV radiation, scan bar-codesand read medical tests.• Radio path loss: This easy piece ofdata that can tell us a great deal aboutthe weather conditions.• Oxygen and pulse: At any Walgreensyou can purchase a $40 sensor thatclips onto your finger. It will tell youyour pulse and oxygen saturationrate in a non-invasive manner. Whatif that was integrated into your phone(especially since all the componentsare already there)?• Voice: In addition to voice response,you can also infer stress, pain,emotional state and deception fromvoice analysis.• Interactive data: A guy I work withwas incredulous after learning hisdaughter sent over 100,000 textmessages in one month. Imaginewhat information could be extractedfrom this data? In addition sincethe data is already in text form,the analysis and conversion toinformation is almost trivial.Connecting the Dots: With thesetechnologies in mind what lies ahead?First, the second thought accessoryadd-on called a Bluetooth headset willmove to be the leading product. We willstill have handsets but they will havea different value. They will be moreappliance and less the main interfacedevice. In the future when you think ofa phone you will think of an earpiece oran earpiece integrated into eyewear. Wehave a host of regulations that will verysoon outlaw all eye-based interactionwith a cell phone. What will fill thatcavity is voice interaction and control ofa much smarter personal assistant type offunctionality. Functionality that will beable to read the text to you and then justby hearing your ‘sigh’ be able to suggestjust the right response. Also, with energyharvesting and no need for charging whywould you take your earpiece off? If theearpiece is in all the time your automatedand well connected personal assistant canwake you when there is a severe weatherwarning in your area, of when it hearsyour child crying out in the next room.Since you really don’t need to ever takeyour earpiece out, why don’t we go aheadand track you vital signs (temperature,pulse, O2 saturation) and how muchyou toss and turn at night. The earpiecemicrophone can even monitor yoursnoring/breathing and alert you if youhave a sleep apnea attack. Of courseall of this data will be logged for yourphysician and insurance carrier to review.These health focused uses will be ofmajor significance. First because keydemographic groups are aging, secondis that these technologies will help drivecosts down. Consider this, one of thefastest growing segments of personalhealth care is centered around diabetescontrol. The monitoring of glucose levelsto balance medication is critical to lowercosts and overall wellness. But look atthe invasive methods we use. There arealready scientists using optical methodsto perform this monitoring by measuringmetabolism from sites near you eyes andnose. Add the ability to monitor othervital signs over long periods of time andyou completely transform a problem thatincurred worldwide costs of $376B /Yrin 2010. This is spending for just onesingle disease. The value proposition isinescapable.As you can guess there is much moreahead of us. We have a level of integrationand transformation upon us that willchange what devices and Customersyou target. Also, let me note that IBMreleased their 5 in 5 list for 2012. Thisarticle was noted and prepared before therelease of the IBM report. But interestingto note how we are both looking in thesame directions.Bridge Data Collection: http://claws.clarkson.edu/attachments/005_Self-powered%20v.12%20-%20preprint.pdfAdaptive Analytics: http://almaden.ibm.com/colloquium/resources/Future%20of%20Data%20Dietrich.PDFCost of Diabeteshttp://www.idf.org/sites/default/files/Economic_impact_of_Diabetes.pdfBrain Tunnel (also tracks metabolism and glucose levels)http://www.braintunnelgenix.com/products%20pipeline.htmlRLMMIT Batteryless Energy:http://web.mit.edu/mitei/research/spotlights/batteryless-energyharvester.htmlIBM 5 in 5http://asmarterplanet.com/blog/2011/12/the-next-5-in-5-our-forecastof-five-innovations-that-will-alter-the-landscape-within-five-years.htmlUnderwood is Director,Supply Chain for ElbitSystems of America,a leading providerof high performanceproducts and systemsolutions focusing onthe defense, homelandsecurity, commercial aviation andmedical instrumentation markets.30 Reverse Logistics Digital Magazine • Digital Edition 35 www.RLmagazine.com Digital Edition 35 • Reverse Logistics Magazine 31www.RLmagazine.com

FEATUREBusiness Intelligence (BI) and BigData are two big topics in technologytoday. So how can we put thesetools to work for us in our ReverseLogistics operations? The first stepis to gather lots of data about to yourprocessing and transactions – that isyour BIG Data part. Next you needto use analysis tools to understandthe data and assemble it into usefulformats to assist you to monitor,measure and improve your ReverseLogistics operations – that is theBusiness Intelligence part.Reverse Logistics Monitoring andMeasurement TechniquesThere are many more transactionsand touch points in ReverseLogistics than there are in forwardlogistics. The more times a returnedunit gets touched or passed to adifferent processing party, the moreopportunities there are for processingdelays or errors. As a result, thebenefits of good systems, good datacollection, visibility and constantmonitoring are very significant. Tomaximize operational performancein each area of your returnsoperations, you need good systemsand data to monitor:1. Activity – such as the numberof receipts per day, the numberof repairs per day or the top fiveproducts returned in the last sevendays.2. Balances – such as thenumber of units in the repair process,the number of units in the processingbacklog, or the number of units infinished goods awaiting resale3. Trends – watch closely forswings in activity or balances4. Tasks – since returned unitsare touched many times by manydifferent people in many differentplaces, ensure your system helps theprocessing staff to be aware of theirprocessing tasks, so work in processitems do not get held up or forgotten.5. Alerts – a good system withdefined processes should have thedata available to create alerts, suchas time based alerts when somethinggets off track or goes missing.6. Real Time – in the old daysyour staff would spend hours tohelp you prepare month end reports.Today, good systems should be ableto provide you with real time activityand reports so you do not have to waittill the end of the month to identifyand deal with an issue that occurredat the beginning of the month.7. Performance Dashboard –each member of your Returns team,from the C-level executives to yourReturning ThoughtsBig Data and Business Intelligence to Improve ReverseLogistics Performanceshop floor personnel, should havetheir own operational dashboard tohelp them monitor the measurements,tasks, key performance indicators(KPI) and alerts they need to besuccessful..These different views of data areexamples, methods or techniquesto give you a starting point forunderstanding what you can dowith your Big Data to convert itinto Reverse Logistics BusinessIntelligence (BI) to improve youroperations and maximize yourReverse Logistics performance.32 Reverse Logistics Digital Magazine • Digital Edition 35 www.RLmagazine.comRLMPaul Rupnow -Director, ReverseLogistics Systems,Andlor LogisticsSystems Inc.(604) 687-1130www.Andlor.comEditor - Reverse LogisticsProfessional ReportBusiness Insights and Strategies forManaging Product Returnswww.ReverseLogisticsProfessional.comADVERTISER INDEXAPUHarrahsRLA AmsterdamRLA BrazilRLA MembershipRL SolutionsRLA VegasRLA Workshopswww.apus.eduwww.lvmeetingsbycaesars.comwww.rltshows.com/amsterdam.phpwww.rltshows.com/brazil.phpwww.reverselogisticstrends.com/memberships.phpwww.rlaconnect.comwww.rltshows.com/vegas.phpwww.rltshows.com20271428Back CoverThere is great content available inRLA workshops this year.You’re in town for the RLA Conference & Expo, why not takeadvantage of your Monday and learn more about RL in an interactiveclassroom setting.Beginning at 9:00AM on the day prior to the conference, aregistration fee of $999.99 allows you to attend any three workshops.Some Past Workshops• Successful Outsourcing - RFQs, Contracts and SOW presented by Gailen Vick, RLA• Customer Experience by Kok Huan Tan, Senior Service Program Manager, DELL• Leverage RL to Drive Sustainability & Reduce Expenses by Jesse LaRose, ESE SolutionsRegister now www.RLAshows.org333

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