Prozessanalyse und Optimierung des Retourenprozesses für Ersatzteile am Beispiel der EZ AGRAR e.Gen.

Abstract

This thesis with the title: “Process analysis and optimization of the returns process for spare parts at EZ AGRAR e.Gen.” looks at how the return process at EZ AGRAR e.Gen. currently operates and what a more efficient version could look like. It also studies how a system using data can help manage returns. The goal of this system is to reduce dishonest costumer behaviour without negatively influencing customer satisfaction. In the agricultural machinery industry, it is very important to have spare parts ready quickly to avoid machine breakdowns during the harvesting time. Many customers of the EZ AGRAR e.Gen. order extra spare parts just in case, which leads to a higher number of returns than necessary. EZ AGRAR e.Gen. made its process digital in 2022, but it still does not work as efficiently as hoped. The thesis first explains the theory behind managing returns. Then it analyses the current process at EZ AGRAR e.Gen. and suggests improvements. The actual process is shown through an event process chain model and date like return rate and processing times are collected. This helps find the problem and develop solutions, with a focus on standardization, automation and using data to control the process. One goal of the new process is to make customer happier by reducing the average processing time for in stock items from 12 working days to 5. To avoid unnecessary returns, the webshop shop should have better spare parts lists and more product pictures. The company wants to keep their costumer friendly return policy as marketing instrument to attract consumers. Customer can return items within 21 days, unless the items are damaged or used. The proposed target concept provides for a differentiation between stock items which automatic and special orders with manual checking. A new fulltime position in the warehouse is to process returns according to the FIFO principle, classify goods and initiate measures such as restocking or disposal. The integration of webshop, WMS and ERP should ensure efficient processing. Key numbers like return rate and processing times will be checked every week. Customer who return many items will be watched more closely, while those who return less proportional to their turnover will get rewards. These changes should help process returns faster and keep customers satisfied, helping EZ AGRAR e.Gen. stay successful in the future.

Date of Award	2025
Original language	German (Austria)
Supervisor	Reinhard Tockner (Supervisor)