Analysis of reverse logistics and its incidence in the return process of the Imporbensa company, Santo Domingo, 2023 Análisis de la logística inversa y su incidencia en el proceso de devolución de la empresa Imporbensa, Santo Domingo, 2023

Abstract

The objective of this research work is to carry out a comprehensive analysis of reverse logistics and its influence on the return process within a corporate entity, a methodological approach has been implemented that combines both quantitative and qualitative elements, thus addressing a scope descriptive and exploratory research. These methods have been used synergistically to collect accurate and comprehensive data related to the reverse logistics process and its effects on the returns process. In order to obtain a comprehensive view of the current situation of reverse logistics in the context of return processes, various data collection activities were carried out. Among these, the application of observation sheets was included. In addition, an in-depth interview was conducted with the CEO of the company. The findings of these preliminary stages served as the basis for the execution of an extensive survey, which involved various members of the company. The results of this survey revealed that technical failures are emerging as the predominant cause behind product returns. Likewise, it was identified that the company lacks a clearly defined physical area for the management and storage of products returned by customers.