A Study On The Returns Management In Reverse Logistics: Special Reference To Medinges Healthcare

Abstract

In today’s dynamic supply chain, reverse logistics is essential for healthcare companies to enhance customer satisfaction and achieve sustainability. This study analyses the returns management practices at Medinges Healthcare Pvt. Ltd. to identify challenges and provide improvements. Using a descriptive research design and a case study approach, the study sampled 60 employees involved in reverse logistics. Primary data was gathered via structured questionnaires, while secondary data came from internal records and industry reports. Analysis was conducted using percentage analysis and visual charts. The findings reveal a paradox: the company maintains high performance, with 70% of returns processed within 48 hours and 76.7% employee satisfaction. However, the process is undermined by an over-reliance on manual documentation (66.7%) and inconsistent technology use. A critical training gap was also identified, with 46.7% of the workforce receiving little to no formal training, contributing to frequent errors. The results indicate that current efficiency depends more on staff diligence than on robust systems. The study concludes that implementing automated tools, such as barcode scanners, and establishing mandatory training programs are vital to ensure the reverse logistics operation remains scalable and compliant for future growth.