Michael Ketzenberg

Michael Ketzenberg, Associate Professor of Information and Operations Management, Mays Business School, Texas A&M University

Texas A&M conducted a field study with three different types of retailers - jewelers, furniture and department stores - to test the veracity of four different practices for reducing returns. Based on a preliminary study that analyzed millions of customer transaction records and over 80,000 customer surveys, this research aims to provide simple, straightforward methods to help ensure consumers find the product that best matches their preferences. This presentation will share preliminary findings, as well as provide insights into how data mining can be used to get a handle on return performance.

Talking with your peers about how to confront shared business challenges is the most valuable part of this event. Consumer Returns 2014 has set aside seven hours across three days so OEMs, retailers and solutions providers can discuss current issues of importance. This is your opportunity to discuss ways to improve out-of-box experience, post-sales support and methods for maximizing recovery rate.

1. How Do You Determine Appropriate Pricing For The Secondary Market? - Facilitated by Combiz Shams, Senior Warehouse Manager, Refurbishment, Belkin & Layth Hussain, Director, Operations, Americas, Belkin
2. Tackling The Dearth Of Information Systems For Reverse Logistics - Facilitated by Ric Spicer, Manager, Operations-E-Commerce, Reverse Logistics, Sears Holding Corporation
3. Establishing Full Cost Visibility Around The Reverse Supply Chain - Facilitated by Timothy Quinn, Manager of Logistics, Budget and Analysis, BJ's Wholesale Club
4. Wireless Returns: Addressing Third Party Software Conflicts - Facilitated by Lee Gibson, Director, Reverse Logistics, Huawei Device USA
5. More SKUs, More Problems? - Facilitated by Michael Ketzenberg, Associate Professor of Information and Operations Management, Mays Business School, Texas A&M University
6. Returns Issues Around White Goods - Facilitated by Michael Fahey, Vice President, Operations, Haier America
7. Returns Issues Around Small Appliances - Facilitated by Kathy Murphy, Senior Sales Operations Manager, Jarden Consumer Solutions
8. The Value Of A Global Remarketing Process: Aligning Your Organization - Facilitiated by Robert Pignataro, Executive Vice President, Sales, FreeFlow
9. Online Consumer Education - Facilitated by Rubina Farooq, Director, Customer Operations, LG Electronics

1. Best Practices In 3PL Management - Facilitated by Michael Ketzenberg, Associate Professor of Information and Operations Management, Mays Business School, Texas A&M University & Joyce Cruts, Director, Return Management, Acer America Corporation

2. Greening The Reverse Supply Chain: Tactics, Tools And Technology - Facilitated by Amy T. Augustine, Manager, Reverse Logistics, U.S. Cellular

3. Partnering For Sustainability: Developing A Recycling Program - Facilitated by Chuck Johnston, Director of Repair and Returns, The Home Depot

4. Identifying The Best Sales Channels For Refurbished Goods - Facilitated by Kathy Murphy, Senior Sales Operations Manager, Jarden Consumer Solutions

5. Repair Partner Management - Facilitated by Doug Ugarte, Senior Vendor Manager, Handset Service & Reverse Logistics, ZTE USA, Inc.

6. Analyzing The Impacts Of Kill Switch Legislation - Facilitated by Ed Rayeski, Director, Handset & Device Support, ZTE USA Inc.