Enterprise resource planning software: a solution to the return material authorization problem

One of the critical processes of an organizations supply chain is the return material process. Ineffective management of this process can result in financial loss, poor customer service and negative quality impacts. However, often this process is given little, if any, attention even though the financial and operational impacts of a poorly designed and managed returned material process are significant. Because this process crosses several functional areas (materials, accounting, manufacturing, sales, and service), an integrated information system solution is required. Enterprise resource planning (ERP) systems provide a potential solution. This paper will focus on the design of a return material authorization (RMA) process and the ERP information system solution required in supporting this process.