Continuous improvement drives progress for Zalando’s returns management
At PostNord’s warehouse In Ljungby, ongoing efforts are underway to further develop returns management for Zalando. Continuous improvement has become a core part of the PostNord TPL business – not as a standalone initiative, but as a way of working that runs through the entire flow.
Over time, a clear development path has emerged. In recent years, in particular, significant progress has been made across several key areas of returns management: efficiency, quality, onboarding, planning and flexibility. At the same time, the work environment has improved, leadership has evolved and collaboration has deepened – both internally and in dialogue with Zalando.
– A key factor behind this success is how improvement efforts are driven. Rather than relying on a large support organization, many initiatives originate within the operation itself. Production managers, team leaders and employees actively contribute ideas and suggestions for improvement, creating a dynamic where development takes place close to day-to-day operations, says Johan Nyman, Operations Manager at PostNord TPL.
This approach has also shaped a culture where engagement and accountability are central. Improvement work is not something carried out alongside production, it is a natural part of daily operations. By continuously testing new ways of working, sharing experiences and refining processes, the returns flow has been progressively optimized.
Looking ahead, the level of ambition remains high. The goal is for 2026 to become the strongest year yet for the flow in Ljungby. Several initiatives are already underway to raise performance even further, such as increased sharing of best practices among employees and further development of the onboarding process.
The progress in Ljungby demonstrates how close collaboration with Zalando, combined with strong internal commitment, can drive long-term improvement. The result is a returns management that becomes more efficient and higher in quality over time – and better equipped to meet future demands.