News / John Lewis finds it needs a new recipe for its 'spaghetti-like' returned goods process

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The scale of the returns challenge facing major retailers was outlined last week at the Customer Returns summit in London, with the recently appointed head of returns for John Lewis describing how the company was caught in a perfect storm of a rapidly changing retail environment – distorted by the credit crunch but locked into an old-world supply chain structure.

Ged Keogh-Peters, the company’s first head of returns and operational development and appointed to the newly-created role just 14 months ago, ...