The case describes how the HP plant in Herrenberg (Germany) has evolved from a lean and mean production plant to a plant central to the services offered to customers and integrating the different partners involved in providing that service.

The case describes how Sylvia Davey, HP, handles the product returns for the printer division. It discusses product returns from a holistic business perspective starting with what affects consumer returns and how to influence this. It then discusses the reverse logistics and remanufacturing issues.