Principal causes and challenges for reducing product returns: applying FMEA in a case study

Abstract

The current economy has demanded from organizations greater quality in their operations, which makes necessary to avoid non-compliance of processes that generate extra expenses, efforts and influence satisfaction of clients. This article aims to understand main causes of products returns from market in a cosmetics company. Based on literature review and application of a quality tool, FMEA (Failure Modes and Effects Analysis), in the case study, solutions and their effects on the organization are evaluated. After studies, new solutions and suggestions were proposed to reduce organization's post-sale reverse logistics.

Application of FMEA for Assessment of the Polymer Composite Materials Quality

“…The main application of FMEA is to improve product design (service characteristics) and its manufacturing and operation (service delivery) processes [17]. The analysis can be applied concerning newly created products (services) and processes and existing ones [18].…”