12N QR Codes – One Label Does It All

By Ron Lembke, University of Nevada

The RLA Standards Committee has several initiatives currently underway, the most exciting of which is our ongoing 12N project. 12N codes are a new, ANSI-approved method that allows you to include multiple piece of information in a single 2-dimensional barcode, like a QR code.

A free 12N reader app is available. Links to the Android and Apple app stores are provided below, and numerous opportunities are available at the conference to scan 12N codes. Stop by the booth to learn more.

The ability to include multiple pieces of information in one QR code provides numerous potential benefits.

Single-Scan Registration

A 12N QR code can contain both a UPC and a serial number. If a retailer scans such a 12N code on the packaging of the product, the retailer can easily capture both the UPC and serial number with one single scan. The UPC allows the point-of-sale terminal to know the pricing information, and the serial number allows the retailer to know exactly which device was sold, and when.

If the customer participates in a rewards program associated with their credit card, the product registration can be automatically completed with one single scan. No additional scan is required to capture the serial number. No additional paperwork is required for the customer.

In addition to simplifying warranty registration, integration with a rewards program could allow the customer to save their devices to the rewards app, simplifying the future process of buying accessories link ink and toner, adapters, etc.

Theft Deterrence

If the serial number of every item is captured at point of sale, fraud is easily prevented. Anyone attempting to return a stolen item for in-store credit will quickly find that the retailer has no record of that unit having been sold. Because the retailer can prove the item was never sold, no store credit will be given to the fraudulent returns attempt.

Pre-Sales Information

In addition to simplifying the checkout and registration process, a 12N code placed on the outside of the packaging can be used to provide pre-sales information to the customer. Such a code on the front of the packaging can invite the customer to scan for more information. A regular QR code can only contain one web URL. But a 12N QR code can contain as many web URL as desired.

A customer who scans a 12N QR can be given multiple links to choose between: product descriptions, product videos, product usage ideas, information about compatibility with other products and any required or optional accessories.

After-Sales Information

After purchasing a product, many customers will have additional questions. A 12N code can be placed in an obtrusive place on the product like the back of a TV, the underside of a router, or inside a cable access door.

Such a 12N code can provide answers to many questions: quick start sheets, wiring diagrams, FAQs, installation and troubleshooting videos, customer support web forums and 800 numbers.

If a return or warranty repairs are needed, the label can direct the user to links with this information, as well. Because the label can contain the serial number, the process is streamlined for the consumer.

After-Sales Revenue Opportunities

After-sales 12N codes can also represent potential increased revenue opportunities. Customers can select a link to purchase an extended warranty, or order accessories that are guaranteed to work with the device. Instead of searching the internet for a keyboard to work with their TV, the consumer could simply click on a link to buy an accessory guaranteed to be compatible.

Responsible Disposal

When a product reaches the point that it can no longer economically be repaired, and the customer wishes to know how to responsibly dispose of the item, the 12N code can link to drop-off locations, and provide any needed warnings about hazardous or harmful contents. Maintenance and Repair Recordkeeping

12N codes have many other back of office uses, as well. If a unit is sent in for repairs, either under warranty or otherwise, the repair actions can be stored in a 12N code inside the device.

For example, if a laptop is sent in for repairs, and the memory is replaced, a 12N sticker can be placed inside the case, where it will never be seen by the user. But the next time it is in for work, the next technician can scan the 12N sticker to learn exactly what work has previously been done to the laptop, when, and by whom.

It is highly analogous to a more sophisticated version of the oil change sticker in your car. To find out your last oil change, no one has to consult a database or share permissions; all of the information is readily and easily accessible.

Free 12N Reader App Available

A free reader app is available, for Android and Apple. Download the app today and scan any of the many 12N QR codes on display at the Reverse Logistics Conference and Expo.

Ron Lembke is an Associate Professor of Supply Chain Management at the University of Nevada, and Director of the Summer Logistics Internship Program. He received his Ph.D. and MS degrees in Industrial Engineering from Northwestern University, and his undergraduate degree in mathematics with a computer science concentration from St. Olaf College in Northfield, Minnesota. Ron is co-author, with Dr. Dale Rogers, of 'Reverse Logistics for Competitive Advantage,' a forthcoming CSCMP Explores publication, and 'Going Backwards: Reverse Logistics Trends and Practices,' published by the Reverse Logistics Executive Council. His reverse logistics consulting experience includes projects with a number of large American companies, and he has been an invited speaker on Reverse Logistics in Brazil, Canada, Colombia, England, France, Mexico, and Spain. In the Fall of 2005, Ron was on sabbatical as a visiting professor at the corporate offices of 3M in St. Paul, Minnesota. His research has appeared in journals such as the Journal of Business Logistics, The California Management Review, and The International Journal of Physical Distribution and Logistics Management. He is a two-term Past President of the Logistics Section of INFORMS, the Institute for Operations Research and the Management Sciences.