Technology to Enable Collaborative Independence

1. Technology to EnableCollaborative Independence by John Mehrmann Vice President, Business Development ZSL Inc

2. Before we begin. . . Assumption # 1: • Every Business participating in Reverse Logistics is currently using some software to manage products, processes, people, and / or finance • On spreadsheets or in Oracle, let’s assume that we all have some system for managing relevant data.

3. Before we begin. . . Assumption # 2: • Every Business participating in Reverse Logistics believes that the data collected is valuable. • Or else, why would we collect it?

4. Before we begin. . . Reality • The data collected is valuable, and the systems are relevant. • However, much of the value is never fully realized, because the information is not fully utilized. • Each entity is aware of the value of the data for personal use, but may not be aware of the value to others.

5. The Puzzle • Each step in the supply chain contains pieces of the puzzle. We see the pieces that connect to us, but what about the ones connect to them? • How many times is a piece of data entered again because it was not passed along the supply chain? • If we could accurately measure impact from data in Reverse Logistics, and connect that to the front of the supply chain, how would that impact business?

6. Measuring Value • The value of data is determined by METRICS that measure ACTIONS which result from the data. • Data can be used to control, direct, identify discrepancies, recognize trends, measure performance, calculate value, forecast, and make intelligent business decisions. • What’s the value in collecting data if you are not going to use it? • What’s the value in measuring data if you are not going to do anything about it?

7. FIFI “Fully Informed and Feeling the Impact.” - Ananth Chaganty • METRICS: Measure Everything ThatResults In Customer Satisfaction • There are many customers in the product lifecycle. To be fully effective, we must be fully informed and feeling the impact by empowering action from data collected.

8. Manufacturing Raw Materials, Part Numbers, Components • Raw Materials need to be procured • Materials are classified, RoHS & WEEE • Part Numbers are assigned and components assembled • Would it be valuable to Product Return Centers, refurbishing, repair, and Asset Recovery to be able to identify and cross-reference materials, parts, and components?

9. Forward Logistics Geographic Distribution • Export, Import, and Distribution • Orders and Scheduled Delivery • Who would benefit from visibility and integration of forward logistics? How could this be used to minimize freight and handling? How could this be used to maximize carrier space? • How could forward logistics be used to plan for reverse logistics? Would knowing the distribution and sales cycle enable better planning for returns? Would this help in planning environmental and recycling impact?

10. Retail and Channel Sales Out, Returns, Purchase Date • Actual Date of Purchase by model and serial number • Returns to store, accumulated for return to manufacturer • Sales information is gathered and reported, but where does it go? Planning is actionable data. It is the catalysts for preparation. • Manufacturers, call centers, and service providers can use date of purchase to make warranty validation decisions promptly.

11. Consumer Registration Consumer Contact Information & Relationship • Match Consumer information to the actual Date of Purchase • Consumer customized relationship • Personalized URL (PURLS) provide consumer and product specific instructions for local service, tips for product performance, related accessories, important bulletins, extended service plans, and instructions for recycling or upgrading product. • How can this be used to reduce returns?

12. Call Centers Consumer Contact, Instructions, Real Time Visibility for Referrals and Work in Process • The Call Center is the manufacturer voice to the customer. • How much of the Voice of the Consumer is captured as Actionable Data? How quickly and easily is it used to predict returns based on consumer issues or complaints? • How much of the field service, depot service, and spare parts availability is currently available to call center agents?

13. Service Providers Consumer Repair, Parts Used, Repair Data • Service Providers are the manufacturer face to the customer. • Service Providers typically use their own knowledge and experience to conduct repairs, but what if they could see everyone’s experience? • What if the service provider could see parts availability, pricing, place orders – or request replacements due to back-order delays? • What kind of actionable data would help manufacturers and call centers support the Service Providers?

14. Parts Distributors In/Out Warranty Parts Availability & Price • Part Orders, Substitutions, Back-orders, stock or real repair, updated pricing. . . • How would parts distributors benefit from receiving updated Bill of Materials and substitutions from manufacturers as needed? • How would it help manufacturers to forecast if they could tell stocking orders from repair orders? • What difference would it make to know the parts by model usage, and if the usage is in or out of warranty?

15. Collectors E-Waste collected by brand & model • Regulatory & Compliance updates, manufacturer tracking, Recyclers . . . • What is the benefit for manufacturers and government agencies to know how much product has been collected? • What is the value of accurately identifying the source of the collected materials? • How well connected are collectors to recyclers, and how efficient is the pick-up and delivery of e-waste products? • How much reverse logistics goes to e-waste (parts and product)?

16. Recyclers Asset Recovery, Raw Materials • Regulatory & Compliance updates, manufacturer & government tracking, available products and materuals • How well integrated are the product return centers with recyclers? • How has globalization changed refurbishing and asset recovery? • How can parts be reused to minimize e-waste? • How well integrated are the supply of e-waste raw materials with the demand for raw materials in manufacturing new products?

17. Manufacturers Product, BOM, Sales Out, Return Centers, Call Centers, Service Providers, etc • Manufacturers manage much of the data, but how much is actionable data? • Integration of consumer registration with date of purchase • Sales out, compared to returns, compared to service failure rates • Visibility to real time repair status at any service provider • Aggregate field service and depot service, failure rate, etc • Collection and recycling by model and location • Reporting to government and corporate social responsibility

18. Government E-Waste collection, recycling, compliance and fiscal responsibility • Shared concern varies by geography • Shared concern varies by geography • Lack of automation or consistent standards has made this a remarkable challenge for government to enforce compliance • Lack of automated reporting has made it very difficult for collectors, recyclers, and manufacturers to communicate with government or with the general public – consumers • It is time to use what we have learned from integration, automation, collaboration, and electronic communication . . . . .

20. Next Generation Collaboration Independent Systems (choose your application) Shared Information (Actionable Data)

21. Next Generation Collaboration Working Forward through Reverse Logistics • Integrate information between Collectors and Recyclers • Integrate regional regulation and compliance updates • Automate Reporting and Tracking to manufacturers and government

22. Next Generation Collaboration Turn e-Waste into a 2nd Natural Resource • Globalized bidding on Asset Recovery with integrated Export Tracking • Globalize bidding on raw materials “match-making for materials”with integrated Export Tracking

23. Next Generation Collaboration Real Time Field Service • Independent Service Providers access parts availability and pricing real time • Service Providers share repair data for common and most effective fix • Real time visibility to status of repairs for manufacturers and call centers

24. Next Generation Collaboration Call Center CRM • Visibility to real time work-in-progress at field service providers and depot • Ability to exchange in event of delay • Consumer registration linked to actual date of purchase for participating retail

25. Next Generation Collaboration Consumer Registration • Personalized end-user experience – service locations by registered address, accessories by model, ESP, tips and incentives to reduces returns, recycling and technology upgrade instructions

26. Next Generation Collaboration Manufacturers • Dashboards focus on Exception Based Reporting for Actionable Data. Quickly identify trends, delays, issues, and opportunities to improve performance or profitability.

27. Next Generation Collaboration Government • Are we managing e-waste and recycling efforts on paper forms and reams of reports? Automate, audit, and validate. Trust - but verify.

29. ZSL Inc is building a better world through the collaboration of independent technology. ZSL provides applications to enable more participants to connect and collaborate, in addition to supporting existing software.

30. And You are Invited! If you would like to participate in the open collaboration of information for actionable data, and contribute to accelerating the success of the community, please contact any one of us: • Mark Balinski markb@zslinc.com • John Mehrmann johnm@zslinc.com • Ananth Chaganty ananthc@zslinc.com