A QUALITY REPUTATION

Dema, formally the Glassware Division of Coloroll, are today the largest distributor and exporter of glass tableware in the UK, both serving the home retail and licenced trade with drinkware and exporting some 40% of its products to 120 countries. Our portfolio of products is 95% glass, 90% of which is produced by GB Glass at Chesterfield. I will attempt to put a marketing man's view on those great unanswered questions: what is quality?; is quality the only thing that matters?; how does one get a 'quality' reputation?; what is the price of quality? Every industry in the world is faced with these questions every day and the successful ones have gone part way to understanding the great quality question. So, let us discuss quality: what does it mean, how do we get the reputation for it, and do we in fact need it?