Caselet #3:

The name Coca-Cola is associated with one of the best-known production, marketing and distribution in the world. The Coca-Cola company is considered to be synonymous with quality. Millions of consumers attest to the quality of Coca-Cola throughout the world.

In the summer of 1985, Coca-Cola announced the introduction of a new formula for a new Coke. Thousands of loyal customers protested the change. They liked the tasted or flavor of the original formula flavor better. As a result, Coca-Cola brought back the original formula as Coca-Cola classic. Customers were happy and forgave Coca-Coca for changing a well liked, familiar product.

1. Do you associate Coca-Cola with quality? Why? Yes I do associate Coca-Cola with quality, because in the first place we all know that Coca-Cola is a company which has already been in the industry for a very long time. They have quality products that enables them to be globally competitive in the market. 2. What quality characteristics do you associate with Coca-Cola? Are they associated only with the product? Process? Marketing, packaging, or advertising? Excellence of service? Process, marketing, packaging, advertising quality and excellence of service are mainly the characteristics of Coca-Cola to assure their quality position in the market. In their process quality, Coca-Cola producing the best selling beverage in the world that took some of the best technology and some of the very best people in the business. In their marketing, packaging and advertising quality. Coca Cola achieved to be one of the worlds best know beverage brands. Their marketing team works hard to increase their sales, market share and profit by simply understanding their customers and competitors. And they simply keep on innovating their products through research and development. When it comes to excellence of service, Coca-Cola caters the best quality of service they can give to each of their consumers by simply providing them a consistent quality throughout the years. 3. Customers forgave Coca-Cola for introducing a new Coke. What went wrong? What do you think they should have done differently? The Coca-Cola company introduced a new formula that their customers disliked the taste/flavor. Also they were not able to satisfy the customers preference, were not able to evaluate correctly the customers feedback regarding the new product and were not able to understand the loyal customers.

For me, the company must be customer-oriented and must be willing to make culture shifts. They must invest more in their R&D department. Continuous improvement with commitment and constancy purpose.

4. How can you achieve credibility if you do not understand the culture of your consumer? Do you think a new Coke would make a difference in a different country not previously familiar with Coca-Cola products? In order attain credibility, the company should invest on research to be customer-oriented and develop products based on consumer preference especially learning about consumers cultural aspect that varies greatly. Marketing new Coke in a different country unfamiliar with the product is risky thats why a research, survey and sample giveaway/free taste of the product must be done in order to see if the product would appeal to the customers. Caselet #4:

A local specialty cookie bakery has been having difficulty producing some of its specialty cookies. The ingredients were carefully measured and the recipe followed; however, every morning, some of the cookies were not consistent in the texture and shape. The manager does not know what to do. There have been a few customers complaints, and the manager has had to drastically discount the nonconforming cookies in order to sell them.

1. What quality analysis tool or tools should have been used to ascertain what or where the problem or problems are? How do we know that quality is even important? There have been only a few complaints about consistency of quality. There does not appear to be any change in patronage. In fact, business is great. 2. Where were some of the possible causes of cookie variations? How would you find out or know? 3. What steps would you suggest to improve the process and solve the cookie problem? List the steps or make a recommendation to the manager. 4. Do you think it is a good idea to discount cookies of questionable quality? Why or why not?