TNT Service Company’s Quality Management in Australia

The rustic wall clock is one of the target products in Australia. This wall clock is known due to its durability nature, and that is why most people prefer purchasing it than any other type of a wall clock. The rustic wall clock is made of premium quality and very easy to set. This product was made with a view of satisfying the customers who seek attractive items that are reliable. The wall clock is made with shiny silver metal and decorated with attractive colours that are admirable to anyone. It is a product with good performance, unlike some wall clocks that are not reliable, as they are made to be used for a short period. Most people prefer this wall clock due to its aesthetic beauty in the house and its reliability (Foster & Thomas, 2009).

TNT service in Australia is known due to its quality and timely delivery services to its customers. They ensure quality delivery services by putting some efforts of understanding and meeting customers’ requirements. Another important policy of their delivery services is taking the desired service to the customer, despite which corner of the country (Sreenivasan, 2007). They have policies that ensure quality work within the company. Once a customer orders for some services from TNT, he or she becomes assured that the services will be delivered on time and in good condition. Some of the policies that they follow include making deliveries on time and in perfect condition, they try to be socially responsible and a company of quality.

For the rustic wall clock, it is a product made in a competitive manner concerning other products of the same type in the market. The company is capable of eradicating supply-side constraint due to its competitiveness capability (Gitman, 2008). The product has conformity whereby the company has ensured the relevance of the product with technical and market/customer requirements. The marketing department of the company also ensures the connectivity and integration of the product to the target market. The TNT services are unique due to the capability of responding to the specific needs of the customers (Dale, 2003).

The company suggests what is relevant to their customers and interacting with customers through question and answers to understand them better. The accuracy of their services is another aspect that has placed them on a competitive edge. This is ensured by paying attention to customers’ request so that they can exactly provide what the customer needs. Through interacting with their customers, and giving their requests the first priority, has ensured the production of complete customer services that leave customers satisfied, hence retaining them and attracting more in the business.

According to Garvin’s definitions of quality, the one used to explain the quality characteristics of the above service and product is the user-based view. According to this view, the quality of a service or a product is matched with the requirements of the user. Quality is defined as an individual aspect that satisfies the needs of the customers, fully making them develop some loyalty of a certain brand (Kelemen, 2003). Although the customers’ preferences vary from one another, it is the responsibility of the company to come up with separate target groups in the market.

One product or service may not meet the requirements of the entire market, and hence the need to divide the market according to different needs (Hilton, 2004). The group with the largest customers should be the target for the company to supply it with the necessary goods or services. For instance, the rustic wall clock is designed to meet a certain group of customers, to whom quality is an important aspect of the products. Such a product may not be suitable for every customer in Australia, but it is meant for a certain group of customers who value quality more than quantity (Dale, 2003).

It is true that my greater understanding of the quality characteristics of the products and services will always influence my purchasing decisions. As much as the purchasing decisions are influenced by several factors, satisfaction, reliability, and durability are among the topmost factors to be considered (Evans, 2010). It would be a wish of any buyer to spend his income in purchasing a product or a service that is reliable.

It becomes a disappointment when a buyer spends his or her money to purchase something that one can not rely on it. Purchasing something and then the next minute you are in the market looking for a substitute does not favour a buyer. When one is making a decision to purchase something, the customers wish at the moment of purchasing is that product or service will serve him as much as possible. Nobody would purchase something, knowing that it would serve him or her for a short period (Evans, 2010).

The satisfaction that one gets from using a certain product or a service is essential when one is making the decision of what to buy. Market research is always advisable before one gets into the real action of purchasing something. Due to the lack of enough information concerning goods and services that are available in the market, most buyers have ended up purchasing goods and services that do not satisfy their needs. A commodity may be expensive and of high quality, but after purchasing it may fail to satisfy the needs of the buyer (Sreenivasan, 2007). Products to be purchased should also be easily maintained. There is no need of purchasing something that would be hard to service; this quality enables a commodity to serve the buyer for a long period.

For instance, low-income earners would not necessarily go for highly-priced commodities due to their quality, but they would rather do market research and determine the most appropriate product for their use. Purchasing expensive products or services that may strain the buyer financially is not wise (Evans, 2010). In the market, there are always various products of different quality and prices serving the same purpose.

It is always important for a business to understand customers’ preferences. This can be achieved through regular interaction with the customers. A business can be involved in an exercise of interviewing its customers whereby they interrogate about the most sensitive issues concerning the product or the service they are offering. Giving customers different samples of products, as a test of what they like most can be a way of trying to understand their preferences (Foster & Thomas, 2009).

In some service offering companies, customers are provided with a short questionnaire where they can fill what they liked, disliked and their recommendations. Once the business understands what their customers’ desire, they are in a position to provide the right goods and services that can satisfy the customers fully. Without full knowledge of what your intended customers are expecting from you, it would be hard to satisfy them.

Customers’ preferences keep on changing day by day, and so it is the responsibility of the business to work towards realizing the changes in the market (Barnes, 2008). Through this, the business will modify its goods and services with regard to the market demands to ensure its customers are always satisfied. When a company is only producing what is required in the market, there is a high probability of cutting down the costs incurred when producing irrelevant goods or services (Foster & Thomas, 2009).

Expansion of the business to a wider geographical region may be facilitated by understanding what the customers want, as this would retain the current customers, and attract more potential customers to the business. Quality goods and services are what most of the customers prefer from their trusted businesses. When a buyer purchases a certain commodity or a service that has the capability of serving him or her for a long period, he or she would always be coming back to purchase more.


Barnes, D. (2008), Operations management: An international perspective, New York: Cengage Learning.

Dale, B. (2003), Managing quality, Michigan: Wiley-Blackwell.

Evans, J. (2010), Quality & Performance Excellence, New York: Cengage Learning.

Foster, S., & Thomas, N. (2009), Managing Quality: Integrating the supply Chain, NJ: Pearson-Prentice Hall.

Gitman, L. (2008), The future of Business: The Essentials, Minnesota: Cengage Learning.

Hilton, R. (2004), Managerial accounting: creating value in a dynamic business environment, New York: McGraw-Hill.

Kelemen, M. (2003), Managing quality: Managerial and critical perspectives, New York: SAGE.

Sreenivasan, N. (2007), Managing Quality: Concepts And Tasks, New York: New Age International.

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