Apple Inc.'s Returns Management Practices


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Case Details:

Case Code : OPER097
Case Length : 15 Pages
Period : 2000-2011
Organization : Apple Inc
Pub Date : 2011
Teaching Note :Not Available
Countries : US
Industry : Consumer Electronics

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Please note:

This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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Excerpts cont...

Reactions

According to many experts, Apple made the process of returning iPods for warranty repair very easy. They added that the process was incredibly easy and fast, and it made it feel good to do business with Apple, so the customer satisfaction benefits of this comprehensive approach seemed clear...

Outlook

Apple had emerged as one of the most powerful brands in the world thanks to its innovative products and good user experience, as analysts said. In order to continue being innovative and to maintain a competitive edge....

Exhibits

Exhibit I Apple: Product Timeline

Exhibit II World’s Most Admired Companies: 2008-2010

Exhibit III Apple -Industry Rank: 2009-2010

Exhibit IV The Top 10 Most Innovative Companies: 2006 -2010
      The Top 10 Most Innovative Companies: 2009 -2010

Exhibit V Financial Summary of Apple


 

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