The Improvement of Return Flow Management System in the Trading Company

Russian automotive market is emerging from the state of stagnation, which is confirmed by the increasing volumes of new-cars and treid- in sales. In attempts to maintain long-term relationship with customers, market competitors develop a customer service policy that is provided before the purchase of the car and during its exploatation. Warranty programs and post-warranty maintenance programs, which are part of the service policy, entail the emergence of returns, which is represented by details, accessories and cars. The purposeof the project is to improve current return flow management system, considering all market trends and restrictions of companies in automarket. The feature of the project is its relativeness to any Russian automarket representative. The research is aimed at developing measures to improve the methods of managing return flows, considering the current trends of all segments and restrictions of any participant in the automotive market, which makes it possible to introduce them into any representative of the Russian automotive market . This fact confirms the practical and scientific significance of the final project. Based on the synthesis of scientific researches, best practice and automotive market features a procedure was developed to improve the current return management system and its economic effectiveness was proved.