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The area of product returns was "a vast uncaptured opportunity" for Cisco Systems, Inc., according to Dan Gilbert, vice president of supply chain field operations. He is joined by senior director Rehman Mohammed in discussing how Cisco transformed its returns process from a cost center to a profit-generating operation in just three years. Before the program, fewer than one in 20 of Cisco's total returns was being put back to work - and the number was zero for product trade-ins. Gilbert and Mohammed talk about how Cisco raised that overall figure to 46 percent, with more improvements expected. Meanwhile, the returns operation has gone from being $8 million in the red to yielding a net contribution of $100 million. This case study won first place in the 2008 Supply Chain Innovation Award competition, co-sponsored by the Council of Supply Chain Management Professionals and Global Logistics & Supply Chain Strategies. [Run Time (Min): 9:34]
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