Managing Business
INDIVIDUAL ASSIGNMENT
BM027-3-2

Instruction:
 Marks will be awarded for good presentation and thoroughness in your approach.
 Referencing Code: If you use some code, or ideas for code, which are taken or adapted from another source (book, magazine, internet, discussion forum, etc), then this must be cited and referenced using the Harvard Name convention within your source code. Failure to reference code properly is considered as plagiarism.
 Complete this cover sheet and attach it to your project. * This project is to be attempted by an individual.

Student declaration: | I declare that: | 0 We understand what is meant by plagiarism 1 The implication of plagiarism have been explained to us by our lecturer 2 This project is all our work and we have acknowledged any use of the published or unpublished works of other people. | Student’s Signature: | Date: 26 NOVEMBER 2012 | Intake | UC2F1208BIS | Project Title | Question 2 | Name | LAI JIUNN JINN | TP026057 | Hand in Date | 26 November 2012 | Lecturer | Ms.DARLINA BINTI AWANG MOHDAR | Word count | 2107 words |

Table of Contents Page

Abstract 2 Introduction 3 What is Quality? 4 Importance of Quality 5 Customer Satisfaction 6 Personal experience 7 Recommendation 9 Conclusion 10 References 11

Abstract
My purpose of this research is to discuss how good or bad quality can affect customer satisfaction and their experiences. At the same time, I go in depths study the reaction of customer’s decision when the particular product met, exceeded and not met with their demands. As the potential leader in the housewares industry, Tupperware must able to fulfill all the basic criteria and even be advance on that.
In the other hand, I also research and observe how Tupperware Brands Corporation resolves the dilemma and problems which involve external (customers and competitors) and internal (staffs) factors. Besides, I also attach in my personal experience for further explanation regarding some of their product and service. At the end I make some suggestion in recommendation on how Tupperware can improve products and services so that they can sustain and success in the coming time.

Introduction
The company I have chosen to study is Tupperware Brands Corporation. Tupperware is one of the most trusted names in housewares industry which establish since 1946 in Orlando, Florida. Earl Silas Tupper, founder of Tupperware is a genius that discovers the usage of plastic can apply in household of daily use. (The Great Idea Finder, 1997-2007) His invention being motivated from cookie jars which can store food in freshness. In the early stage, their product only adopt ‘burping seal’ method of containers which been patented by them. Later on, they start to diversify their product to meet more customers’ needs. Tupperware also provide after sales service which is assistant from nearest consultant to briefly explain the operation of the product. The full line of Tupperware products is always available from a local Tupperware Consultant as they promise.
Tupperware known as one of the reliable company for customers because they care the user’s desire, respect to their decision and heard their feedback. That is why their product can exist for more than half decade until today. According to Mahatma Gandhi “A customer is the most important visitor on our premises and he is not dependent on us while we are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”(Finestquotes, N.D) In the passage following, I will show to you all how Tupperware sustain their growth in several situations and how they handle the complaints ant etc.

What is Quality?
From my understanding, every product should meet the customer demand in term of ‘Quality’ no matter which level of people they deal with. Every customer has their right to get a product or service which meet their minds. According to Quality Digest, Quality represents the properties of products and/or services that are valued by the consumer. It is also Error-free, value-added product and service that meets and/or exceeds both the needs and legitimate expectations of customer. (QCI International, 2001) Other than that, it is good to have feedback from customer because that is the way to trace the response of customer for the product or services. Example, Feedback form, suggestion box and etc. provided are very good method to receive your customer response toward your product and services.
Moreover, Quality Control and Quality Assurance is the whole concept of Total Quality Management (TQM) which is the nearly perfect philosophy in the explanation of quality. Many companies adopt this methodology because it is quite formal and complete way in order to attain top and fine quality of products. Tupperware has picked some part of TQM such as Customer Focus and long term commitment because these two parts are more likely applicable to their goals.

Importance of Quality
Quality plays a vital role in any business. From my opinion, produce good quality products will somehow increase the morale of developing teams and also confident to show their ability at the same time. A suitable concept of quality management can drive a company in the matters of continuous improvement and maximize customer satisfaction. Most of the customers really care the quality over the looks so they are willing to pay more to earn for a better standard experience. In related to that, Tupperware always able to hold with their commitment which is the guarantee of products and better after sales service in order to make customer satisfy. In the other hand, they make high quality also stay competitive among the industry in order to subdue competitors.
Actually as a housewares company for the means of quality is the point of safety to use. So in 2010, Tupperware say they has reduce the using of Bisphenol A (BPA) material in their products which is harmful to the healthiness of human and serious extend can cause cancer but some of the Tupperware product such as reheat able container need it for more durable function. (Tupperware, 2009) There are many conflicts arising when talking about the maintaining of quality and care for the environment at the same time. So Tupperware is always careful in their production so that it will not break their promise to the community.

Customer Satisfaction
The few crucial point of customer satisfaction is good relationship, honor promises and gentle after sales service. When talk about good relationship with customer simply means, the company very close to customers and also concern about the reaction between customers and their products so that they can know the desire of customer correctly and later on make improvement base on that statistic. For example: they should email latest info, delegate assistant to set up or maintain. Above is my opinion of how to keep in contact with customer. As for Tupperware, they will send an email to their members and also web catalogue availability for customers.
Other than that, honor promises are also an important factor to attract and retain your customer. For Tupperware, they have promise a life warranty to their products so they must able to keep that in mind so that customer will no feel that is just a myth. As the case of chipping, cracking, breaking or peeling of products are mostly cover by Tupperware’s warranty stipulation. Besides, my fresh food container lid has changed to new one due to normal peeling off so I strongly impress that they really stick with their word.
Subsequently, gentle after sales service is very important for a company or organization to expand their business. Is it not a matter of money can buy but an ethnic and attitude that convey to customers. By that, customers will spread a positive word of mouth which is very benefit to your company. In addition, that will increase your reputation and good impression to market other than promoting yourself like a boastful person.

Personal experience
One of my purchasing experiences is with Tupperware brands product. I have used their product for almost 5years and yet still in good condition because as their slogan say “lifetime warranty usage product”. I quite satisfy with their products and services. I have used the High Handolier with pouch and currently still using Eco Bottle (500ml). More on that, I can see they put on effort to cope up the innovation and creativity trend especially focus on environmental friendly and long lasting products which fit their company’s mission and vision.
Besides that, they have confidence to achieve this by three main factors people, party plan and quality products (3Ps). (Tupperware, 2008-2012) Their strategy is always to focus on people rather than profit making only. When talk about people, you must concern how the customer feeling to the product or service you provide? How to become prominent among the competitors? I was impressed by Brownie Wise, vice president of Tupperware famous quotes which is also her maxim “If we build the people, they’ll build the business”. This sentence simply means you care your customer, your customer will response you with a loyal support and lift up your goodwill. This has become the legacy that remains an important part of Tupperware's continuing success.
For the party plan, this is the exclusive way of Tupperware promote and introduce to the public. They believe that is the guide to success until today. This was actually very welcome by most of the housewives because they can maintain their obligations in the household while creating a career which enable connection to community. I get to know this brand also from mother’s friend because they have joined the membership of Tupperware. They seem like enjoying this social atmosphere other than doing housework as usual.
Other than that, they also emphasize on safety and easy use as I mention above. Since the establishment of their first debut, they always keep that in mind to ensure customer has a nice, safe and reliable experience when using their products. I feel it is very easy to use without looking the manual and also very safe for children to use since it is a plastically container. Then, they always improve in their material in order to make it more beauty, durable and stylish. Logically every product has their negative feedback or complaints although they have made the finest product as they can. The negative case was also hit on Tupperware. Example: At 2001, they experience a downpour of estimated 20% of loss because of collaborate with Target Retailer Stores which they think can expand the market but actually spoils their original direct sales distribution system. (CNN Money, 2003)

Recommendation
As for the enhancement, I have done an overview analysis of quality, customer service and add on value products of Tupperware. They really done great job in some aspect like quality assurance and warranty for customer. They always inspect of how to produce nicer products to meet customer’s desire and they also take part actively in environment preservation and always highlight that obligation to others. Reduce using of dangerous material like BPA is a strong evidence of Tupperware supporting the environment preservation. At the same time, they wish to become the role model among the peers and spread this right concept to others industry too.
Thereafter, I proposed Tupperware Corporation to popularize their product so that more people know about it and use it. They can go forward to supermarket and even small and medium groceries shop instead of authorize shop only so that everyone can experience your product. By that, it will become common household item. In addition to that, they can also add in delivery service for the purpose of convenience to customers. Currently they have no such service because they either send goods through dealer or customer take on their own. Regarding that, as a customer will feel more comfortable to use your product if you provide various convenience services to them.
Lastly, if there is necessary inserting technology also a good idea to refine quality products. For example: increase automation in the process of making products will help to increase the efficiency of supply. Last but not least, although high technology is good but Tupperware Corporation need to use it wisely so that the result can bring advantage to anyone.

Conclusion
In my concluded words, quality assurance is an important key to sustain your business and also customer support. Quality is the pillar of organization development so if that is not inspected and manages properly gradually no one will buy and use your product. At the same time, customer satisfaction can be increased by provide what they need and even additional benefit for them. As mentioned earlier, customer is the properties of company so they deserve the best products and services from producers. To ensure the highest quality products, company need to take an initiative move in production and materials input so that the result is always constant and meet the requirement.
Tupperware has made their good start at their products such as use eco-friendly material, control the wastage and innovative idea also at the same time. According to Tupperware Brands products, they promise the following: * Product are reusable and with a life-time warranty, last virtually forever! * Comply with the strictest environmental and health regulations * Made from safe, non-toxic, non-carcinogenic materials and do not release harmful chemicals to food or liquid contents * Products are food-grade safe and certified
Although that seems good enough but Tupperware would like to hold on their success in the upcoming years by more focus on customer needs and expand to globalize market. By producing the high quality and innovative products, Tupperware look forward to saturate housewares industry so that each and every area has their brand existence.

References
Seek logo (2008). Tupperware Brands Corporation. [digital image] Available at: http://www.seeklogo.com/tupperware-logo-143103.html . [Accessed 4 Nov 2012].

Phil Ament ( 2006(revised)). Fascinating facts about Earl Tupper, inventor of Tupperware in 1945. [online] Available at: http://www.ideafinder.com/history/inventors/tupper.htm . [Accessed: 1 Nov 2012].

Mahatma Gandhi (N.D). Mahatma Gandhi Quotes . [online] Available at: http://www.finestquotes.com/select_quote-category-Customers-page-0.htm . [Accessed: 1 Nov 2012].

N/A ( 2001). Quality, How do you define it? [online] Available at: http://www.qualitydigest.com/html/qualitydef.html . [Accessed: 2 Nov 2012].

Tupperware (2009). About Tupperware. [online] Available at: http://order.tupperware.com/coe/app/tup_guide.about . [Accessed: 3 Nov 2012].

The Environmental Magazine (edited) (2008). How safe is Tupperware? [online] Available at: http://www.popsci.com/earthtalk/article/2008-08/how-safe-tupperware . [Accessed: 4 Nov 2012].

Parija Bhatnagar (2003). Tupperware house party in trouble. [online] Available at: http://money.cnn.com/2003/09/25/news/companies/tupperware/index.htm [Accessed: 5 Nov 2012].