A STUDY ON AFTER-SALE REVERSE LOGISTICS WORKFLOW AT GBS SYSTEMS AND SERVICES PVT. LTD.

The consumer electronics industry increasingly depends on efficient after-sales support systems to maintain customer satisfaction and brand loyalty. Reverselogistics plays a critical role in handling returned, defective, or damaged products through repair, replacement, recycling, or disposal activities. This studyexamines the existing reverse logistics workflow at GBS Systems and Services Pvt. Ltd., Chennai, and identifies operational challenges affecting serviceefficiency. The research adopts a descriptive and analytical design using primary data collected from 102 employees working in logistics, operations, customer support, andmanagement departments. Statistical tools such as correlation analysis, ANOVA, and percentage analysis were used for interpretation. The findings reveal that although the organization has an established reverse logistics process, operational gaps such as processing delays, weak interdepartmental communication, inadequate tracking systems, and insufficient employee training reduce workflow efficiency. The study proposes a redesigned conceptual
framework integrating digital tracking systems, communication coordination, workflow standardization, and employee skill enhancement. The research establishes a strong connection between training, communication, workflow efficiency, and customer satisfaction. The study concludes that strengthening reverse logistics operations can improve service quality, operational transparency, customer retention, and organizational productivity. Keywords: Reverse Logistics, After-Sales Service, Workflow Efficiency, Customer Satisfaction, Tracking System, Electronics Industry