13 Avoidance: Builds in high quality control as a means of minimizing returns. Sets strict return policies so that the consumer will be less likely to return an item because they changed their mind. Determines what to do with returned product. Is a critical part of employee personnel training for dealing with disgruntled customers. 14 Having a decision process in place to return unused, new products back to the retail shelf instead of shipping them back through the returns channel is an example of: Zero returns Avoidance Gatekeeping Centralized return centers 15 Lifecycle costing can help: Create visibility Increase warranty reserves Increase certainty about future costs Switch materials