1. Of what value in achieving quality are the actions this company takes in store appearance, warehousing, delivery, and customer relations? Can you think of other aspects of quality that have not been mentioned here?
Quality is important with this company. One of their requirements is to focus on high quality on all aspects of the business. Starts with how a customer satisfaction is much taken cared of, from arriving, entering the store, approach of visual marketing in pleasing the desire of the customer for new ideas, up until a customer decides with full service.
Most of the areas of service were covered with extreme tolerance to provide extreme of service. But perhaps it would also help if the storage of these furniture where also mentioned. There are certain requirements per type of materials as to how they handled in warehouse storage. An example is the temperature requirements for certain fabrics not to fade or for its color and quality to be maintained. This is the same with leathers, wood, electrical fixtures, etc. But, as far as showroom is concern they have their own temperature and environment control.

2. Do you agree with the franchisee’s statement at the end of the case? Why or why not?

“THE BEST WAY TO ASSURE QUALITY IS THROUGH PRODUCT INSPECTION AND MARKET RESEARCH.”

I agree with the franchisee on the above statement. This is brought about by two things: the product itself and how it can be sold and its demand. The end part of the statement is most crucial as with this the franchisee will have an idea on how the customer thinks and its taste and requirements. Market research will give the franchisee a foundation on how to push in exceeding customer expectations and achieving quality assurance.

3. How would you address the question posed by the case title?

“IS QUALITY GOOD MARKETING OR IS GOOD MARKETING QUALITY?”

The first