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Case Studies:

Returns Management for an OEM Printer Division

Manufacturers Goal
A well-established manufacturer of printers required a cost-effective, simple solution to meet the following objectives:

  • Implement a streamlined Returns Management program to compliment their Reseller and Channel Partner requirements
  • Maintain one national location for returned product
  • Refurbish and resell (or use for exchange stock)

Panurgy Objectives
PanurgyOEM's role for this program is to be the national returns facility for the manufacturer. Our objectives are:

  • Receive product from resellers and super stores
  • Transmit receipt of product to OEM within 24 hours (for credit adjustments)
  • Refurbish and repackage product
  • Ship product per OEM orders
  • Resell product

Program Summary

  • Production capacity - 6,000-8,000 printers per month
  • 80,000 square feet of technical and warehousing space
  • Minimize cost of refurbishing product


  • Consistently update RMA receipts within 24 hours
  • Provide returns management program that is easy for the OEM to administer
  • Refurbishment of product within 30 days of return
  • Under 1% warranty rate
  • Resale of product by printer manufacturer and PanurgyOEM

Technology and Quality Requirements

  • The following is an abbreviated summary of the requirements of the program:
  • Material Control
  • EDI link to OEM systems
  • Consigned inventory
  • Component Level Repair of product
  • Maximize yield of product while minimizing cost of parts
  • Extensive reporting requirements

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