Application of reverse logistics in the returns process of the El Bosque dairy company in Santo Domingo, 2023. Aplicación de la logística inversa en el proceso de devoluciones de la empresa lácteos El Bosque en Santo Domingo, 2023.

Abstract

The research work proposed the implementation of a control system to improve returns management, focused on applying reverse logistics to products returned by customers of the El Bosque dairy company in Santo Domingo. A mixed approach was used, analyzing qualitative data through observation sheets and quantitative data through statistical processing of surveys to propose alternatives that would address the identified problem. Effective implementation of reverse logistics was expected to reduce resources by maximizing the value of returned products, thus generating a new source of revenue. In the evaluation, it was identified that the company faced challenges in managing returned products, lacking a control system to select reusable products. Furthermore, customers' lack of awareness about reverse logistics limited their participation in sustainable practices. Addressing these challenges becomes critical for the company, allowing it to improve its focus on sustainability and customer satisfaction.