"If it doesn't benefit the customer - We don't do it"
A MFI Furniture Group case study

Page 1: Introduction

Just think about how goods and services today are provided for our every need. In the 70s and 80s, who would have forecast that banks and building societies would become financial supermarkets? It would have been inconceivable to think of the vast shopping area developments on the edges of towns or that we would soon be using the television as a form of shopping media. All of these developments...
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Page 2: The MFI organisation

MFI was founded as Mullard Furniture Industries in 1964 by Noel Lister and Donald Searle. Both men had been buying and selling government surplus stock after the 2nd World War and often met at auctions. They decided to join together, based themselves in Edgware, North London, and used the maiden name of Donald Searle's wife for the company name. The product mix in the early days included...
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Page 3: The importance of training

According to one Japanese quality guru, 'total quality begins with training. Total quality ends with training.' Training is considered to be an important part of the approach to developing and improving customer service. Think of the day-to-day problems an employee might encounter. For example, how do they deal with enquiries, what happens when customers are not happy with the sales process, do...
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Page 4: Sustaining a customer focus

When developing a relationship with customers, an organisation has to take into account how its relationship with customers is managed. This is part of what is known as relationship marketing. This means that an organisation has to develop its activities in a way which takes into account how its activities affect its relationships with customers. For example, order times, reputation, goods...
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