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Here the objective is to shorted the overall supply chain pipeline.Ī point about the measurement units of TAT: A freight company may similarly measure the pickup to delivery time delta.Ĥ) TAT may sometimes also be measured from point of customer complaint to disposition (scrap, recycle or resale) of of the returned item. 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. 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.Ī Third Party Service Provider's (3PSP) definition of TAT will be limited to the time the returned product is under their control. 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.Ģ) TAT from the perspective of a retailer/dealer. Online and mailorder returns may require a longer TAT because of the transportation times involved.
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.
Here are some possible interpretations.ġ) TAT from the perspective of a consumer returning goods at a store. I know of one company in Consumer Electronics that tracks five different flavors of TAT. However there are lots of interpretations possible within this definition depending on your point of view. In an earlier blog, I defined TAT as 'The time from customer service request to problem resolution'. Turn Around Time (TAT) is probably the most important KPI in any Reverse Logistics operation involving a customer service aspect.
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