Reverse Logistics

Saturday, January 14, 2006

Turn Around Time (TAT)

Turn Around Time (TAT) is probably the most important KPI in any Reverse Logistics operation involving a customer service aspect. In an earlier blog, I defined TAT as 'The time from customer service request to problem resolution'.

However there are lots of interpretations possible within this definition depending on your point of view. I know of one company in Consumer Electronics that tracks five different flavors of TAT. Here are some possible interpretations.

1) TAT from the perspective of a consumer returning goods at a store.
The consumer may get almost instantaneous problem resolution by the issuing of a credit note or exchange item, if the return is made to a store. Online and mailorder returns may require a longer TAT because of the transportation times involved. If the return is deemed repairable then the client may be waiting a significant time while the product is processed at a service facility and reunited with its owner.

2) TAT from the perspective of a retailer/dealer.
Once a return is at a retailer/dealer's premises the problem moves back the supply chain and a fresh TAT relating to the next leg of the chain needs to be calculated.

3) TAT from a 3PSP's perspective.
A Third Party Service Provider's (3PSP) definition of TAT will be limited to the time the returned product is under their control. For example, a repair company is likely to measure TAT from the point of arrival of the defective item to its shipment if it deems that other aspects of the process are outside its' control. A freight company may similarly measure the pickup to delivery time delta.

4) TAT may sometimes also be measured from point of customer complaint to disposition (scrap, recycle or resale) of of the returned item. Here the objective is to shorted the overall supply chain pipeline.

A point about the measurement units of TAT:
TAT is obviously measured in time units. Depending on the specifics of the industry sector the measurement unit could be in seconds, hours, days, weeks or months. According to Jose Garcia of Microsoft, who has responsibility for XBOX repair in North America, the appropriate measurement unit for XBOX service is 'weekends'. Microsoft, in analyzing complaints and commendations from customers after receiving service, noticed that customers whose XBOX was missing for no more than one weekend considered Microsoft service good regardless of the number of days it was away for repair.
Microsoft adjusted their logistics processes accordingly. Units requiring a two day shipment are usually dispatched on a Wednesday while units requiring a single days shipment are dispatched on a Thursday. Microsoft will expedite units that are in danger of exceeding the magic one weekend TAT and will pay extra for freight if necessary to achieve the magic goal. A one weekend TAT can of course be measured as varying from seven to twelve days so measuring TAT for Microsoft in days might not yield the insight they need.


At Sunday, February 15, 2009 1:09:00 PM, Anonymous Anonymous said...

I think its great topic, and i agree to have more than one TAT , but if we consider the direct consumer return i think it main TAT (OCT - Order cycle time) will be from the time the RMA order entered in the web tool ( customer online interface tools) to the time of the product booked in the WMS (Confirm received). and other TAT should be considered form that time up to re-send the products to the sales point

At Wednesday, January 20, 2010 3:08:00 AM, Anonymous Anonymous said...


בית מלון [url=]כפר בעיר[/url] - שלווה, [url=]חדרים[/url] מרווחים, אינטימיות, [url=]שקט[/url] . אנחנו מציעים שירותי אירוח מיוחדים כמו כן יש במקום שירות חדרים הכולל [url=]סעודות רומנטיות[/url] במחירים מיוחדים אשר יוגשו ישירות לחדרכם.

לפרטים נוספים אנא גשו לאתרנו - [url=]כפר בעיר[/url] [url=][img][/img][/url]

At Sunday, March 21, 2010 6:43:00 AM, Anonymous Anonymous said...


When ever I surf on web I come to this website[url=].[/url] is filled with quality info. Frankly speaking we really do not pay attention towards our health. Let me present you with one fact here. Research indicates that nearly 90% of all United States grownups are either chubby or weighty[url=].[/url] Hence if you're one of these people, you're not alone. In fact, most of us need to lose a few pounds once in a while to get sexy and perfect six pack abs. Now next question is how you can achive quick weight loss? Quick weight loss can be achived with little effort. You need to improve some of you daily habbits to achive weight loss in short span of time.

About me: I am author of [url=]Quick weight loss tips[/url]. I am also mentor who can help you lose weight quickly. If you do not want to go under hard training program than you may also try [url=]Acai Berry[/url] or [url=]Colon Cleansing[/url] for quick weight loss.

At Sunday, April 11, 2010 2:32:00 AM, Anonymous Anonymous said...


Do you guys watch movies in theater or on internet? I use to rent DVD movies from [b][/b]. Recently I discovered that we can watch all new movies on internet on day, they are released. So why should I spend money on renting movies??? So, can you guys please tell me where I can [url=]watch latest movie Dinner for Schmucks 2010[/url] for free?? I have searched [url=][/url], [url=][/url], [url=][/url] but, Could not find a good working link. If you know any working link please share it with me.


At Tuesday, April 27, 2010 7:12:00 AM, Anonymous buy propecia said...

Hello people want to express my satisfaction with this blog very creative and I really like the views of the focus very good indeed Thank you for the helpful information. I hope you keep up the good work on making your blog a success!

At Sunday, September 12, 2010 6:24:00 PM, Anonymous Anonymous said...

bet on sports, bet football, foootball betting
bet online online sports betting betting online

At Thursday, January 19, 2012 5:02:00 AM, Anonymous Mobile Application said...

My friend recommended to this blog.... you have some awesome articles shear. keep it up the great work

android application | android web application

At Saturday, June 09, 2012 8:02:00 AM, Blogger owais said...

Wonderful post.Thanx for sharing.
Download Spider man 3 Game | Download Ea sports cricket 2011 | Download free Full version Games | Download UEFA Euro 2012

At Tuesday, December 04, 2012 9:14:00 PM, Anonymous Anonymous said...

Right now it appears like Wordpress is the top blogging platform out there
right now. (from what I've read) Is that what you're using on your blog?
My site : Muscle Building Suppplements

At Tuesday, December 04, 2012 9:37:00 PM, Anonymous Anonymous said...

Wonderful blog! I found it while browsing on Yahoo News.
Do you have any suggestions on how to get listed in Yahoo News?
I've been trying for a while but I never seem to get there! Appreciate it
Feel free to surf my homepage : Natural Green Coffee

At Tuesday, December 04, 2012 10:54:00 PM, Anonymous Anonymous said...

Hello there, You have done an excellent job. I'll definitely digg it and personally recommend to my friends. I'm
confident they'll be benefited from this web site.
Take a look at my site Auravie

At Tuesday, December 04, 2012 11:04:00 PM, Anonymous Anonymous said...

Marvelous, what a blog it is! This webpage provides helpful information to us,
keep it up.
Here is my web-site ; Coffee Shop Millionaire

At Tuesday, December 04, 2012 11:21:00 PM, Anonymous Anonymous said...

Hi there! I could have sworn I've visited this website before but after going through some of the articles I realized it's new to me.

Anyhow, I'm definitely pleased I came across it and I'll be
book-marking it and checking back regularly!
Also visit my web blog ... Extreme Muscle Building Supplement

At Tuesday, December 04, 2012 11:53:00 PM, Anonymous Anonymous said...

Hey there, You have done an excellent job.
I'll certainly digg it and personally suggest to my friends. I'm
confident they'll be benefited from this web site.
My web site : Diet Patchs

At Tuesday, December 04, 2012 11:55:00 PM, Anonymous Anonymous said...

Today, I went to the beachfront with my children.

I found a sea shell and gave it to my 4 year
old daughter and said "You can hear the ocean if you put this to your ear." She put the shell to her ear and screamed.

There was a hermit crab inside and it pinched her ear.
She never wants to go back! LoL I know this is completely off topic but I had to tell someone!
Feel free to visit my page :: Mizulean

At Wednesday, December 05, 2012 12:00:00 AM, Anonymous Anonymous said...

Incredible quest there. What occurred after? Thanks!
Here is my web blog ; Mitoslim

At Tuesday, February 26, 2013 10:08:00 PM, Anonymous Anonymous said...

gearbox software blackboard software cost [url=]actinic ecommerce shopping cart software[/url] syntax software gmbh marion
[url=]PremiumSoft Navicat for Oracle Enterprise Edition 10.0 - Download OEM, Software Sale, OEM Software[/url] accounting software iris

At Monday, March 04, 2013 10:50:00 PM, Anonymous Anonymous said...

submarine software mgi photosuite software for sale [url=]snapshot 1236 scanner software[/url] max software max data
[url=]Microsoft Windows 7 Home Premium x32 French - Software Store[/url] wep cracking software

At Thursday, March 07, 2013 8:45:00 AM, Anonymous Anonymous said... - [url=]msn[/url] msn

At Sunday, March 17, 2013 10:51:00 PM, Anonymous Anonymous said...

acpe pharmacy wal mart pharmacy online [url=]tulsa county pharmacy[/url]
us pharmacy pharmacy picture [url=]accupril[/url]
cialis pharmacy rx viagra ave maria pharmacy [url=]advantages of online pharmacy[/url]
cvs robius richmond virginia telephone pharmacy gorokan pharmacy wallahra road [url=]generic imitrex[/url]

At Tuesday, March 19, 2013 3:47:00 AM, Anonymous Anonymous said...

walgreen pharmacy locations pharmacy it applications europe [url=]overnight pharmacy[/url]
fortune pharmacy ehealth pharmacy [url=]ventolin[/url]
online pharmacy with online doctor consultation carisoprodol pharmacy [url=]european pharmacy iinformation systems association[/url]
cvs pharmacy houston migraine feverfew pharmacy study [url=]levaquin[/url]

At Sunday, May 19, 2013 2:57:00 AM, Anonymous Anonymous said...

whitney and britney stevens dating [url=]dating matchmaking aussietogo internet solution[/url] free nc dating sites
seven minute dating calgary dating a cogic
lava dating website [url=]dating in cedartown ga[/url] polyamoury dating

At Tuesday, May 21, 2013 3:20:00 AM, Anonymous Anonymous said...

best lgbt dating site [url=]free kinky romance novels[/url] bdsm dating service
free dating singles browse carbon dating organic materials
dating and timing consent forms [url=]oprah dating advice[/url] speed dating arlington tx

At Thursday, May 23, 2013 1:32:00 AM, Anonymous Anonymous said...

system management software white paper wholesale software products [url=]single reflex bandpass enclosure design software[/url] billing software for supermarket
[url=]XLineSoft ASPRunner Professional 6.3 - Download OEM, Software Sale, OEM Software[/url] where you donate old software

At Monday, May 27, 2013 2:40:00 PM, Anonymous Anonymous said...

dirty dating uk homo sex dating
graveyard shift dating [url=]dating site for latinos[/url] no signup free dating
interracial dating married [url=]dating online reviews for yankees[/url] free dating sites ohio [url=]lilone2[/url] 100 free new european dating sites

At Thursday, May 30, 2013 10:58:00 PM, Anonymous Anonymous said...

Thanks for ones marvelous posting! I certainly enjoyed reading it,
you can be a great author.I will be sure to bookmark your blog and will often come back later on.

I want to encourage you continue your great job, have a nice morning!

Here is my webpage; traffic exchange

At Tuesday, June 11, 2013 10:23:00 PM, Anonymous Anonymous said...

That may seem odd, but in fact, it is a very effective mode for people with some degrees of visual
impairment, since when you focus on white letters, you are focussing on light itself.
You can also find bible e - Book on the web to complete your quiet time with God.

Its easy-to-use format allows anybody to search for their
favorite books online.

my homepage ... free pdf ebook download

At Wednesday, June 12, 2013 2:43:00 AM, Anonymous Anonymous said...

Heу thеre! I'm at work browsing your blog from my new iphone 3gs! Just wanted to say I love reading your blog and look forward to all your posts! Keep up the excellent work!

Also visit my page coffee pure cleanse gnc

At Friday, June 14, 2013 8:41:00 AM, Anonymous Anonymous said...

Hello There. I found your blog the usage of msn. That is a very well written article.
I will make sure to bookmark it and return to learn extra of your useful info.
Thanks for the post. I'll certainly comeback.

Here is my homepage - profundos

At Sunday, June 16, 2013 3:41:00 AM, Anonymous Anonymous said...

Attractive component of content. I just stumbled upon your blog and in accession capital to claim that I get actually loved
account your blog posts. Any way I'll be subscribing on your feeds and even I fulfillment you access constantly quickly.

Also visit my blog; ahwatukee

At Friday, January 10, 2014 1:29:00 AM, Blogger devid mark said...

Great tips. very well-written, keyword-oriented and incredibly useful. its really interesting to many readers. I really appreciate this, thanks
Free dating sites, totally free dating sites, 100 free online dating, free single dating, free online dating

At Sunday, March 02, 2014 10:39:00 PM, Anonymous buy generic viagra online said...

Nice Post Love Reading Its

kamagra 100mg


At Wednesday, August 06, 2014 11:18:00 AM, Anonymous Anonymous said...

Hi there, just became alert to your blog through Google,
and found that it's truly informative. I am gonna watch out for brussels.
I'll appreciate if you continue this in future.

Many people will be benefited from your writing.

Stop by my web page: weight loss tips

At Tuesday, August 12, 2014 9:13:00 PM, Blogger David louis said...

Great post, I appreciate you and I would like to read your next post. Thanks for sharing this useful information.
totally free online dating
free dating online
free uk dating sites
free personals
online dating site free


Post a Comment

<< Home