This governance simulation is a role-play between a powerful, charismatic chair-CEO and an equally powerful and demanding board of directors. The aim is to achieve the respective characters' goals and find the best possible and most workable outcome for all the stakeholders involved given the circumstances.

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. Finally, it looks into how to create markets for the "as good as new" remanufactured products.