Activities that go in reverse-not just the items returned but transportation, storage, repair, paperwork and disposal-have traditionally been overlooked. Bad move. A study of a representative company showed that reverse activities accounted for almost 10 percent of that organization's logistics costs. Marisa Brown, APQC senior program manager, says you need to control not just the costs of reverse logistics costs, but customer-facing processes must be more carefully scrutinized as well. [Run Time (Min): 13:24]