TED@UPS
Aparna Mehta: Where do your online returns go?
Aparna Mehta: Mirejesho ya bidhaa tunazonunua mtandaoni inakwenda wapi?
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Huwa unaagiza nguo mtandaoni katika ukubwa na rangi mbalimbali, ili tu kujaribisha na kisha kurudisha ambazo hazikufai? Aparna Mehta alikuwa akifanya hivi nyakati zote, mpaka ilipofika siku alipojiuliza: Ni wapi ambapo nguo zinazorudishwa huenda? Katika hotuba yake ambayo inafumbua macho, anatufunulia dunia isiyoonekana ya "mrejesho wa bure wa bidhaa za mtandaoni" -- ambapo, badala ya kurudi katika makabati, hupelekwa katika jalala takribani paundi bilioni kila mwaka -- na anatueleza mpango wa kusaidia kukomesha ukuaji wa janga hili la kimazingira.
Aparna Mehta - Global supply chain leader
UPS's Aparna Mehta works with the top-tier retail customers to develop innovative, profitable solutions that enhance customer experiences. Full bio
UPS's Aparna Mehta works with the top-tier retail customers to develop innovative, profitable solutions that enhance customer experiences. Full bio
Double-click the English transcript below to play the video.
00:13
Hi. My name is Aparna.
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Habari! Jina langu ni Aparna.
00:16
I am a shopaholic --
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Ni mnunuzi wa kupindukia --
00:18
(Laughter)
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(Kicheko)
00:19
and I'm addicted to online returns.
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pia ni mraibu wa marudisho ya mtandaoni.
00:22
(Laughter)
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(Kicheko)
00:25
Well, at least I was.
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Basi, angalau nilikuwa hivyo.
Wakati mmoja, nilikuwa na vifurushi viwili
au vitatu vya nguo vilivyoletwa kwangu
au vitatu vya nguo vilivyoletwa kwangu
00:27
At one time, I had two or three
packages of clothing delivered to me
packages of clothing delivered to me
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00:32
every other day.
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kila siku.
00:34
I would intentionally buy the same item
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Kwa makusudi nilinunua bidhaa ile ile
00:37
in a couple different sizes
and many colors,
and many colors,
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katika ukubwa tofauti na rangi mbalimbali,
00:40
because I did not know
what I really wanted.
what I really wanted.
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kwa sababu sikujua nini nilichohitaji
haswa.
haswa.
00:43
So I overordered, I tried things on,
and then I sent what didn't work back.
and then I sent what didn't work back.
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Hivyo niliagiza zaidi, nilijaribisha vitu,
na nilirudisha visivyonifaa.
na nilirudisha visivyonifaa.
00:50
Once my daughter was watching me
return some of those packages back,
return some of those packages back,
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Binti yangu alipokuwa akiniangalia
nikirudisha baadhi ya vifurushi,
nikirudisha baadhi ya vifurushi,
00:54
and she said, "Mom,
I think you have a problem."
I think you have a problem."
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alisema, "Mama, nadhani una tatizo."
00:56
(Laughter)
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(Kicheko)
00:58
I didn't think so.
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Sikudhani hivyo.
00:59
I mean, it's free shipping
and free returns, right?
and free returns, right?
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Yaani, kusafirisha ni bure
na kurudisha ni bure, ndio?
na kurudisha ni bure, ndio?
01:02
(Laughter)
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(Kicheko)
01:04
I didn't even think twice about it,
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Sikuwaza kabisa mara mbili kuhusu hilo,
01:07
until I heard a statistic
at work that shocked me.
at work that shocked me.
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mpaka niliposikia takwimu
kazini ambayo ilinishitua.
kazini ambayo ilinishitua.
01:12
You see, I'm a global solutions
director for top-tier retail,
director for top-tier retail,
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Mimi ni mkurugenzi wa ufumbuzi kimataifa
kwa wateja wa rejareja wa ngazi ya juu,
kwa wateja wa rejareja wa ngazi ya juu,
01:16
and we were in a meeting
with one of my largest customers,
with one of my largest customers,
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na tulikuwa katika mkutano na mmoja
wa wateja wangu wakubwa,
wa wateja wangu wakubwa,
01:19
discussing how to streamline costs.
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tukijadili ni namna gani tunaweza nyoosha
gharama.
gharama.
01:22
One of their biggest concerns
was managing returns.
was managing returns.
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Moja ya hoja yao kubwa ilikuwa ni
kusimamia urudishaji bidhaa.
kusimamia urudishaji bidhaa.
01:26
Just this past holiday season alone,
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Kwa likizo hii tu iliyopita,
01:29
they had 7.5 million pieces
of clothing returned to them.
of clothing returned to them.
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walikuwa na nguo takribani milioni
7.5 zilizorudishwa kwao.
7.5 zilizorudishwa kwao.
01:36
I could not stop thinking about it.
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Sikuweza kuacha kulifikiria hili jambo.
01:38
What happens to all
these returned clothes?
these returned clothes?
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Kipi kinatokea kwa hizi nguo zote
zinazorudishwa?
zinazorudishwa?
01:41
So I came home and researched.
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Kwa hiyo nilirudi nyumbani na nikafanya
utafiti.
utafiti.
01:44
And I learned that every year,
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Na kugundua kwamba kila mwaka,
01:48
four billion pounds of returned clothing
ends up in the landfill.
ends up in the landfill.
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paundi bilioni nne za nguo zinazorudishwa
huishia jalalani.
huishia jalalani.
01:55
That's like every resident in the US
did a load of laundry last night
did a load of laundry last night
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Ambapo ni sawa na kila mkazi wa Marekani
kufua nguo nyingi usiku wa jana
kufua nguo nyingi usiku wa jana
02:01
and decided to throw it
in the trash today.
in the trash today.
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na kuamua kuzitupa katika taka
siku ya leo.
siku ya leo.
02:05
I was horrified.
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Nilishtushwa.
02:08
I'm like, "Of all people,
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Nikasema, "Katika watu wote,
02:10
I should be able to help prevent this."
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Natakiwa kuweza kuzuia jambo hili."
02:12
(Laughter)
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(Kicheko)
02:13
My job is to find solutions
to logistical issues like these --
to logistical issues like these --
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Kazi yangu ni kutafuta suluhu
katika miamala kama hii --
katika miamala kama hii --
02:18
not create them.
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siyo kutengeneza matatizo.
02:20
So this issue became very personal to me.
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Kwa hiyo hili swala likawa binafsi
sana kwangu.
sana kwangu.
02:25
I said, "You know what?
We have to solve this."
We have to solve this."
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Nilisema, "Unajua nini?
Tunatakiwa suluhisha hili."
Tunatakiwa suluhisha hili."
02:27
And we can, with some of the existing
systems we already have in place.
systems we already have in place.
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Na tunaweza, tukitumia baadhi ya
mifumo ambayo tunayo tayari.
mifumo ambayo tunayo tayari.
02:33
And then I started to wonder:
How did we get here?
How did we get here?
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Na nilianza kujiuliza: Tumefikaje hapa?
02:36
I mean, it was only like six years ago
when a study recommended
when a study recommended
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Namaanisha, ilikuwa miaka sita tu
iliyopita ambapo tafiti moja ilidai
iliyopita ambapo tafiti moja ilidai
02:41
that offering free online returns
would drive customers to spend more.
would drive customers to spend more.
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kua kutoa marudisho ya bure mtandaoni
itapelekea wateja kununua zaidi.
itapelekea wateja kununua zaidi.
02:46
We started seeing companies
offering free online returns
offering free online returns
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Tulianza kuona makampuni yakitoa
marudisho ya bure mitandaoni
marudisho ya bure mitandaoni
02:50
to drive more sales
and provide a better experience.
and provide a better experience.
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ili kupelekea mauzo zaidi na
huduma bora.
huduma bora.
02:54
What we didn't realize
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Ambacho hatukutambua
02:56
is that this would lead to more items
being returned as well.
being returned as well.
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ni kwamba hii itapelekea kurudishwa
kwa bidhaa nyingi vile vile.
kwa bidhaa nyingi vile vile.
03:01
In the US, companies lost
$351 billion in sales
$351 billion in sales
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Nchini Marekani, makampuni yalipoteza
dola bilioni 351 katika mauzo
dola bilioni 351 katika mauzo
03:08
in 2017 alone.
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kwa mwaka 2017 pekee.
03:11
Retailers are scrambling
to recover their losses.
to recover their losses.
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Wauzaji wa rejareja wanapambana
kuondoa hasara zao.
kuondoa hasara zao.
03:15
They try to place that returned item
online to be sold again,
online to be sold again,
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Wanajaribu kuweka kua bidhaa
zinazorudishwa mtandaoni ziuzwe tena,
zinazorudishwa mtandaoni ziuzwe tena,
03:18
or they'll sell it to a discount partner
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au wataziuza kwa mtoa punguzo
03:21
or a liquidator.
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au dalali.
03:22
Basically, if companies cannot find
a place for this item
a place for this item
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Kimsingi, kama kampuni haziwezi kupata
sehemu kwa ajili hii bidhaa
sehemu kwa ajili hii bidhaa
03:26
quickly and economically,
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kwa haraka na unafuu,
03:28
its place becomes the trash.
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inaishia kwenda kuwa taka.
03:32
Suddenly, I felt very guilty
for being that shopper,
for being that shopper,
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Ghafla, nilijisikia hatia kwa kuwa
mnunuzi wa aina hiyo,
mnunuzi wa aina hiyo,
03:37
somebody who contributes to this.
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mtu ninayechangia katika hili.
03:39
Who would have thought
my innocent shopping behavior
my innocent shopping behavior
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Nani angewaza kwamba tabia yangu
nzuri ya kufanya manunuzi
nzuri ya kufanya manunuzi
03:42
would be hurting not only me,
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ingeniumiza sio mimi tu,
03:45
but our planet as well?
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lakini sayari yetu vilevile?
03:48
And as I thought about what to do,
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Na nikiwa nawaza nini cha kufanya,
03:50
I kept thinking:
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Niliendelea kuwaza:
03:52
Why does the item have to be returned
to the retailer in the first place?
to the retailer in the first place?
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Kwanini bidhaa zinatakiwa kurudishwa
kwa muuzaji tangu mwanzo?
kwa muuzaji tangu mwanzo?
03:58
What if there was another way,
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Inakuwaje kama kungekuwa na njia mbadala,
04:01
a win-win for everyone?
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inayofaidisha pande zote?
04:05
What if when a person
is trying to return something,
is trying to return something,
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Inakuwaje kama mtu anajaribu
kurudisha kitu fulani,
kurudisha kitu fulani,
04:09
it could go to the next
shopper who wants it,
shopper who wants it,
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kiende kwa mnunuzi anayefuata
mwenye uhitaji nacho,
mwenye uhitaji nacho,
04:12
and not the retailer?
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na siyo muuzaji?
04:14
What if, instead of a return,
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Inakuwaje kama, badala ya kurudisha,
04:18
they could do what I call a "green turn"?
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wangeweza kufanya ninachokiita
"kona kijani"?
"kona kijani"?
04:24
Consumers could use an app
to take pictures of the item
to take pictures of the item
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Watumaiji wanaweza kutumia programu
kupiga picha ya bidhaa
kupiga picha ya bidhaa
04:28
and verify the condition
while returning it.
while returning it.
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na kuhakikisha hali ya bidhaa
wakati wa kurudisha.
wakati wa kurudisha.
04:31
Artificial intelligence systems could then
sort these clothes by condition --
sort these clothes by condition --
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Mifumo ya akili bandia itaweza kupanga
nguo hizi kutokana na hali --
nguo hizi kutokana na hali --
04:37
mint condition or slightly used --
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hali ifananayo na upya au iliyotumika
kidogo --
kidogo --
04:39
and direct it to the next
appropriate person.
appropriate person.
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na kupeleka kwa mtu mwingine
ambaye anafaa.
ambaye anafaa.
04:42
Mint-condition clothes could
automatically go to the next buyer,
automatically go to the next buyer,
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Nguo zenye hali nzuri zitaenda moja
kwa moja kwa mnunuzi anayefuata,
kwa moja kwa mnunuzi anayefuata,
04:45
while slightly used clothes
could be marked down
could be marked down
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na wakati zilizotumika kidogo
zitawekewa alama
zitawekewa alama
04:48
and offered online again.
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na kutolewa ofa mtandaoni tena.
04:50
The retailer can decide the business rules
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Muuzaji anaweza kuamua sheria za biashara
04:53
on the number of times
a particular item can be resold.
a particular item can be resold.
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katika mara ngapi bidhaa husika
inaweza kuuzwa tena.
inaweza kuuzwa tena.
04:57
All that the consumer would need to do
is obtain a mobile code,
is obtain a mobile code,
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Mnunuzi atatakiwa tu kupata
tarakimu maalumu,
tarakimu maalumu,
05:02
take it to the nearest shipping place
to be packed and shipped,
to be packed and shipped,
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kuzipeleka sehemu ya usafirishaji iliyo
karibu kwa kupakiwa na kusafirishwa,
karibu kwa kupakiwa na kusafirishwa,
05:05
and off it goes from
one buyer to the next,
one buyer to the next,
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na inatoka kuanzia mnunuzi mmoja
kwenda mwingine,'
kwenda mwingine,'
05:08
not the landfill.
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sio jalalani.
05:11
Now you will ask,
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Sasa utauliza,
05:13
"Would people really
go through all this trouble?"
go through all this trouble?"
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"Kweli watu watataka shida hii yote?"
05:16
I think they would if they had incentives,
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Nadhani wanaweza kufanya kama wangepata
motisha,
motisha,
05:19
like loyalty points or cash back.
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kama alama za uaminifu na
kurudishiwa fedha.
kurudishiwa fedha.
05:22
Let's call it "green cash."
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Tuiite "pesa ya kijani."
05:25
There would be a whole
new opportunity to make money
new opportunity to make money
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Kutakuwa na nafasi pana
mpya ya kupata pesa
mpya ya kupata pesa
05:28
from this new customer base
looking to buy these returns.
looking to buy these returns.
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kutoka kwa hawa wateja wanaohitaji
kununua hizi bidhaa zinazorudishwa.
kununua hizi bidhaa zinazorudishwa.
05:33
This system would make
a fun thing like shopping
a fun thing like shopping
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Mfumo huu utatengeneza jambo la
kufurahisha kama ununuzi
kufurahisha kama ununuzi
05:36
a spiritual experience
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jaribu la kiroho
05:38
that helps save our planet.
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ambalo linasaidia kuokoa sayari yetu.
05:40
(Applause)
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(Makofi)
05:49
This is doable
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Hili linawezekana
05:50
and would probably take six months
to weave some of our existing systems
to weave some of our existing systems
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na angalau itachukua miezi sita kusuka
baadhi ya mifumo yetu ambayo ipo
baadhi ya mifumo yetu ambayo ipo
05:54
and run a pilot.
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na kufanya majaribio.
05:57
Even before any of these
logistical systems are in place,
logistical systems are in place,
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Hata kabla ya mifumo hii ya miamala
kuwa katika mahala husika,
kuwa katika mahala husika,
06:00
each of us shoppers can act now,
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kila mnunuzi anaweza chukua hatua sasa,
06:05
if every single adult in the US
made a few small changes
made a few small changes
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kama kila mtu mzima Marekani
afanye mabadiliko kidogo
afanye mabadiliko kidogo
06:11
to our shopping behavior.
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kwenye tabia yetu ya ununuzi.
06:13
Take the extra time
to research and think --
to research and think --
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Chukua muda wa ziada kutafiti na kuwaza --
06:17
Do I really need this item?
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Nahitaji bidhaa hii?
06:20
No: Do I really want this item? --
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Hapana: Kweli naitaka bidhaa hii? --
06:24
before making a purchase.
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kabla ya kufanya manunuzi.
06:26
And if every one of us adults in the US
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Na kama kila mtu mzima nchini Marekani
06:30
returned five less items this year,
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angerudisha chini ya bidhaa tano mwaka
huu,
huu,
06:33
we would keep 240 million pounds
of clothes out of the landfill.
of clothes out of the landfill.
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tungeepusha paundi milioni 240
za nguo kuwepo katika jalala.
za nguo kuwepo katika jalala.
06:40
Six percent reduction, just like that.
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Pungufu kwa asilimia sitini, hivyo tu.
06:44
This environmental problem
that we have created
that we have created
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Hili tatizo la kimazingira ambalo tumelitengeneza
06:48
is not thousands of years away;
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halipo mbali miaka elfu moja;
06:50
it's happening today,
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linatokea leo,
06:52
and must stop now to prevent growing
landfills across the globe.
landfills across the globe.
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na linatakiwa kukoma sasa ili kuzuia
majalala yanayokua ulimwenguni.
majalala yanayokua ulimwenguni.
06:58
I want to leave my daughter
and my daughter's daughter
and my daughter's daughter
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Ninataka kuwaachia binti yangu
na binti wa binti yangu
na binti wa binti yangu
07:01
a better and cleaner place
than I found it,
than I found it,
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sehemu bora na safi kuliko nilivyoikuta
mimi,
mimi,
07:04
so I have not only stopped overordering,
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kwa siyo tu kwamba nimeacha kuagiza kuliko
kawaida,
kawaida,
07:08
I recycle religiously as well.
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Ninarejeleza kiimani vile vile.
07:10
And you can, too. It's not difficult.
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Na unaweza, pia. Sio ngumu.
07:13
Before we fill our shopping carts
and our landfills
and our landfills
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Kabla hatujajaza toroli zetu za manunuzi
na jalala zetu
na jalala zetu
07:17
with extra items that we don't want,
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na bidhaa ambazo hatuna uhitaji nazo,
07:20
let's pause next time
we are shopping online
we are shopping online
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tusite kwanza tukiwa tunafanya
manunuzi mtandaoni
manunuzi mtandaoni
07:23
and think twice about what we all
hopefully really do want:
hopefully really do want:
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na kuwaza mara mbili kuhusu kile
ambacho kweli tunakitaka:
ambacho kweli tunakitaka:
07:29
a beautiful Earth to call home.
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dunia maridhawa tunayoweza kuita nyumbani.
07:32
Thank you.
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Asante.
07:33
(Applause)
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(Makofi na shangwe)
ABOUT THE SPEAKER
Aparna Mehta - Global supply chain leaderUPS's Aparna Mehta works with the top-tier retail customers to develop innovative, profitable solutions that enhance customer experiences.
Why you should listen
The exponential rise of e-commerce has changed the way we shop and driven retailers to offer things like "hassle-free" returns policy, to keep up with customer expectations. But what's the true cost of these returns to our planet? This was a life-changing question for Aparna Mehta, who went from being a serial returner of online purchases to finding a solution to mitigate returns.
As a Global Solutions Director at UPS, Mehta is skilled at assessing business processes to develop innovative solutions that are profitable and enhance customer experiences. She has been engaged with inspiring teams to peak performance and develop future leaders for more than two decades. She holds two master's degrees: an MBA and a master's in applied computer science from Illinois State University. In her personal time, she's on the leadership team for Ellevate, a professional networking group for women aimed at reducing the wage gap.
Aparna Mehta | Speaker | TED.com