The Web-based system can be
accessed by all parties, providing real-time monitoring and slashing the cycle
time for authorizing returns. ADT provides supplier-specific purchase-order
data to Inmar, which integrates it into the
authorization request. ADT’s enterprise
resource planning system is also a key
part of the process, helping to redeploy
the right parts for replenishment to the
branches. Errors are eliminated because
the new system acts as the centralized
authority for devising disposition rules
for each of those 40,000 part numbers.
The Pilot’s Results
ADT saw dramatic results from a 10-
week pilot program, conducted in eight
branches in North Carolina, Florida,
Georgia and Michigan. During that
period, Inmar processed some 8,000
units of returns. According to Pepperworth, the experiment yielded an overall
compliance rate of 98 percent. It also
resulted in a savings of $8 for every dollar that ADT had spent on packaging,
freight and related services.
Additional benefits include an
improvement in the technician compli-
ADT attacked the problem with the
help of Inmar and its largest supplier.
The first step was to identify opportuni-
ties for automating and improving the
returns process. A cross-functional team
from customer service, information tech-
nology and the supply chain offered
input throughout development and
implementation. The effort involved the
creation of functional process maps,
quality assessment audits, business rules,
project plans and standard operating
procedures, all aided by Inmar’s Web-
based applications.
