A multicriteria decision analysis on strategic operations in post-sale reverse logistics

Reverse logistics has been gaining prominence in the global economic, social and political context. In this context, mainly due to the consumers’ satisfaction, an efficient management of returned products, especially in post-sale channel, is important. However, in real situations, type of decision-making involves many actions and criteria, which are often not well defined. Moreover, financial constraints, for example, are common. Therefore, this work aimed proposed a multiple-criteria decision-making (MCDM) model to determine a subset of strategic operations alternatives in post-sale reverse logistics. This model used Problem Structuring Methods (PSMs) to define alternatives and criteria. This stage takes internal and external knowledge into account as a Benchmarking process. Finally, a MCDM method was used to reach the final recommendation. The most contribution of this work was the adoption of the concept of comparative evaluation to enrich understanding of the alternatives and criteria involved in decision making.