St.

Paul University Philippines Tuguegarao City, Cagayan 3500

1

Quality Management Practices of Marjon’s

Company/Organization

__________________________

A Mini-Thesis

Presented to the Faculty of the

ST. PAUL UNIVERSITY PHILIPPINES

Tuguegarao City

__________________________

In Partial Fulfillment

Of the Requirements in CBME101 – Operations Management

and Total Quality Management

by

Your name

July, 2022

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 St. Paul University Philippines Tuguegarao City, Cagayan 3500
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Introduction

Now a days, consumer in the market needs a wide range

of options in making a purchase in the market. In terms of

quantity of merchant and the quality of goods and services

which the customer needs to choose freely. Quality of the

product is the foundation for having a good image in the

market, having a quality product means meeting the

requirements of the customers’ needs.

Clothes is necessity for us, some might buy luxury

clothes because they have money, what about people who

can’t afford buying clothes at the mall. I conducted this

study because I saw the vision of Marjon’s Dry goods, and

still maintaining a good profit. Marjon’s Dry goods is not

in the top if we talk about quality of the clothing ,

because the product they sell came from our local brand

supplier and china made products. But in the reality, the

amount we pay for our goods or services is what the worth

of its quality.

And customers of marjons will tell us the quality of the

product in terms of how much they are paying for. Their

target customer is the mass because its vision is to sell

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 St. Paul University Philippines Tuguegarao City, Cagayan 3500
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the product at low price, and people love them because of

it.

When attempting to stand out among the competition,

retailers employ various forms of promotion, including

advertising, direct marketing, and visual merchandising,

to help meet their primary business objective, which is to

sell goods and services. According to the COO Mr. Gilbert

Yonzon, before they had the 3 branches they invest in

advertising, to Facebook and even radio station.

The historical background of Logistic starts with

understanding the mindset of the consumer. 1940 have
become the starting point where the Supplier started to
focus on customer values. This idea only becomes a good
theory not in practice, but after twenty years in 1960,
the first generation of modernized logistics theory was
launch which was only focusing on the flow of the material
to reduce the maximum cost (Ericsson, Key to success in
the digital economy, 2001).

Basically, visual merchandising can be described as

“everything the customer sees, both exterior and interior,

that creates a positive image of a business and results in

attention, interest, desire and action on the part of the

customer” (BastowShoop et al., 1991, p.1). Mills et al.

(1995) suggests that “visual merchandising ranges from

windows/exterior displays to interior displays including

form displays and floor merchandising along with promotion

signage.”

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 St. Paul University Philippines Tuguegarao City, Cagayan 3500
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Statement of the Problem

This study aimed to assess the quality management

practices of Marjon’s company/organization. Specifically,
it sought to answer the following:

1. What is the profile of the company/organization in

terms of:

1.1 number of years of operation; 3 years

1.2 goods or services offered;

1.3 number of employees

2. What is the profile of the manager/owner in terms of:

2.1 sex;

2.2 age;

2.3 highest educational attainment?

3. What are the quality management practices of the

business/organization/company in terms of:

3.1 products/services

3.2 customer satisfaction

3.3 leadership

6. What are the best practices of the

business/organization/company in sustaining quality?

7. What are the problems/challenges of the company

participant along its practices on quality? (include in
the questionnaire/interview)

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 St. Paul University Philippines Tuguegarao City, Cagayan 3500
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Methodology
This chapter presents the research design, participants of
the study, research locale, research instruments, data
collection procedure, and data analysis procedure.

The business involve is Marjon’s Dry Goods, there is

2 respondents which is the CEO (Mrs. Marie Yonzon) And COO

(Gilbert Yonzon)

The study was conducted at Centro 7, Bonifacio Street

Tuguegarao City.

The instrument used in the study is a Yes or NO

questionnaire, and Open-ended questions to assess their

opinion.

Results and Discussion

This chapter includes the presentation, analysis an

interpretation of the gathered data after being subjected
to statistical analysis. The presentation of this section
follows the order of the specific problems in the
statement of the problem.

I. Profile of the Organization

I.1 Number of years of Operation

Marjon’s Dry goods was established on October

01,2019.

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 St. Paul University Philippines Tuguegarao City, Cagayan 3500
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I.2 Goods or Services

Marjon’s Dry goods offered a variety of products.

From clothes, curtains, shoes and even kitchen tools. They

are known for their good product and how the employees

serve their customer as their daily work.

I.3 Number of employees

Marjon’s Dry goods has 3 branches, the main branch

Which is located at Centro 7 Tuguegarao City has 9

employees and the second branch located at Appari Cagayan

has 8 employees and the last branch consist of 9

employees. Marjon’s Dry goods has 26 as total number of

employees.

II. Profile of the owner

II.1 Sex

The CEO of Marjon’s Dry goods is a female and

Her husband which is the COO of Marjon’s Dry goods.

II.2 Age

The female owner was born on October 26,1981 she is

Currently 40 years old and at the age of 37 she has her

own business.

II.3 Highest Educational Attainment

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The female Owner graduates her high school degree at

Holy Angel University in Angeles Pampanga.

III. Quality Management Practices

Table 1. Quality Management Practices in terms of

Product/Services.

YES/NO YES NO

Do you check your

product before 
putting on display
for checking of
quality and to
meet the specific
requirements for
having a quality
product?


Does the customer
have different
options to buy in
your business?

Do you check the

customer’s 
situation while
purchasing on your
store?


Do you check how
your employees
treat their
customers?

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 St. Paul University Philippines Tuguegarao City, Cagayan 3500
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
Do you receive
complaint about
your products?

How will you consider that your product has quality

requirements for customer?

Our objective is to sell our product at low price

which the quality meets their expectation, for instance a

construction worker buys a t-shirt from my store for only

90 pesos. If he can use the 90 pesos t- shirt for 3 months

or more I probably say that our product has quality

requirement for the t shirt because it last that long.

Table 1 shows that the data gathered has 4 positive

answers which the management focus on the product they are

putting in the store. But there is 1 negative question

which the owner chose to say yes. Marjon’s Dry goods

inspect the product they buy in the market before putting

it on store, due to inexplicable items that they receive

they didn’t notice some defect on products. Also because

of having a tons of stock coming from 3 branches, some of

the items might able to enter upon inspection.

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Table 2. Quality Management Practices in terms of Customer

Satisfaction.

YES/NO YES NO

In some point, is
there any customer 
return your
product for
damages?


Do you give the
right price and
quality to your
customers?

Do you give a
discount for your 
loyal customers?


Does your business
put a sale
discount in some
products?

Table 2 presents a yes/no question for quality

management for Marjon’s dry goods in terms of customer

satisfaction. Giving the right price and quality is very

important for consumers. Consumer observes its quality and

its price so that they can comeback for more purchase.

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 St. Paul University Philippines Tuguegarao City, Cagayan 3500
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Having a discount for loyal customers will made them feel

served well and the feeling of satisfaction. Also, any

customer has its privilege because some of their products

are put for sale or discount.

Table 3 Quality Management Practices in terms of

Leadership.

YES/NO YES No

Do you accept and

receive suggestion 
from your
employees?


Do you provide the

rightful needs of

your employees?


Do you give the

right salary for

your employees?


Do you check on

your employee’s

health?

As the owner and leader of your business, what is the

importance of having a good relationship with your

employee’s?

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 St. Paul University Philippines Tuguegarao City, Cagayan 3500
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We treat our employees as the biggest part of our

business because they serve as machine to operate our

business. They are the reason why we are expanding and

gaining profit, they deserve to be treated as family. As

the owner and leader of the business, my role is to give

there deserving benefits and bonus. And I want them to do

their best like what I am doing.

Table 3 present an evaluation of the quality

management of Marjons in terms of leadership. A good

leader is open for changes, according to the yes/no

questionnaire 4 positive question was answered by yes. In

evaluation on marjon’s leadership is that they treat the

employees as the biggest part of the business.

Table 4. What are the best practices of the business/orga-

nization/company in sustaining quality?

As the owner of the business, my role is to order and

purchase the item we need to sell. It is my duty to review

the items before putting it in our store. Sustaining qual-

ity is when our customers keep on buying in our store

which means they are satisfied on the item that they paid

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 St. Paul University Philippines Tuguegarao City, Cagayan 3500
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for. Also, in our type of business design and trend items

is what our customers being satisfied.

Table 4 The result shows that the trend and design

they put on the store is what the customers keep going

back. Sustaining quality of Marjon’s is handled by the

owner itself, which she checks the items as her daily rou-

tine.

Table 5. What are the problems/challenges of the company

participant along its practices on quality?

Since our business started before the pandemic, there

is a lot of challenges came to us. First is the expense,

when the pandemic started all stores and businesses are

temporarily closed and we are part of it. The expense,

like rent which is the biggest expense in our business is

continuous, but we can’t operate so it means we don’t have

profit. At the time we were told that we can open, the

next problem appear which is our safety and the health of

our employees who will exposed in the front of our stores.

And today, our problem now is the pricing strategy because

our item came from manila which will be transported here

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 St. Paul University Philippines Tuguegarao City, Cagayan 3500
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in Tuguegarao, the expense of the transportation is quite

high than before.

Table 5 The result shows that the problem was the safety

and the health of the employees and also the gas affects

the pricing strategy of the business, which is the problem

as they maintain their motto. If they increase the price

of the item’s, customers will seek more in quality of the

product.

Summary of Findings

Based on the data gathered, the researchers found out

the following:

I. Profile of the Organization in terms of:

I.1 Numbers of years of operation

Marjon’s Dry goods was established on October

01,2019. But before the Marjon’s became stable, they

visit a lot of provinces to sell their products.

I.2 Goods or Services offered

Clothes, shoes, kitchen tools, curtains and other

Items that we need our houses.

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I.3 Number of employees

Marjon’s Dry Goods has 26 employees in 3 branches.

II. Profile of the owner in terms of:

II.1 Sex

The owner is female

II.2 Age

The owner of Marjons Dry Good is 40 years old

II.3 Highest educational attainment

Both owners are high school graduate

III. Quality Management Practices

III.1 Product

Shows that the data gathered has 4 positive answers

which the management focus on the product they are

putting in the store. But there is 1 negative question

which the owner chose to say yes. Marjon’s Dry goods

needs inspection from the product they buy in the market

before putting it on store, due to inexplicable items

that they receive they didn’t notice some defect on

products. Also because of having a ton of stock coming

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 St. Paul University Philippines Tuguegarao City, Cagayan 3500
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from 3 branches, some of the items might able to enter

upon inspection.

III.2 Customer satisfaction

Presents a yes/no question for quality management for

Marjon’s dry goods in terms of customer satisfaction.

Giving the right price and quality is very important for

consumers. Consumer observes its quality and its price

so that they will come back to purchase more. Having a

discount for loyal customers will made them feel served

well and feel satisfied. Also, any customer has its

privilege because some of their products are put for

sale or discount.

III.3 Leadership

Present an evaluation of the quality management of

Marjons in terms of leadership. A good leader is open

for changes, according to the yes/no questionnaire 4

positive question was answered by yes. In evaluation on

marjon’s leadership is that they treat the employees as

the biggest part of the business.

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 St. Paul University Philippines Tuguegarao City, Cagayan 3500
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IV. Best in practices of the business in sustaining

quality?

Sustaining quality of Marjon’s is handled by the

owner itself, which she checks the items as her daily

routine. The employee also checks and review the items

before putting it on display.

V. Problems/Challenges encountered in sustaining quality

The problem was the safety and the health of the employ-

ees and also the gas affects the pricing strategy of the

business, which is the problem as they maintain their

motto. If they increase the price of the item’s, customers

will seek more in quality of the product.

Conclusion

The marketing management of retail cannot ignore

the primary characteristics which set retail apart from
other products. These are the important aspects of being
intangible, perishable and inseparable. Retail, as a
specialized service, creates a number of important
considerations which need to be fully understood like
reliability of the product not to break down in normal
used. Means some product must undergo to testing to main-
tain the image of having a good quality product. Second is
that, product was local made and china made product, the
product must undergo also to testing for standard of

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 St. Paul University Philippines Tuguegarao City, Cagayan 3500
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safety and performance. The customer service approach has

to support all other functional strategies with the objec-
tive of exceeding customer expectations.

Recommendations:

1. The business must focus on product testing, for safety

and maintaining quality products they sell on the store

2. For Marjons and other retail and merchandise business,

before ordering an item, item must be tested first

before buying a lot of it. To prevent wasting time and

cost of transportation.

3. The owner must hire a person to help her inspect the

product came to the store, to sustain quality product.

4. For future business owners, be open for changes.

REFERENCES

Total Quality Management

https://asq.org/quality-resources/total-quality-management

THE ROLE OF MERCHANDISER IN MANAGING THE SUPPLY CHAIN

diva-portal.org/smash/get/diva2:1312052/FULLTEXT01.pdf

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Sample Questionnaire

I. Profile of the Business:

1.1 Number of Years of Operation:
1.2 Goods or Service Offered:
1.3 Number of Employees

II. Profile of the Manager/ Owner in terms of

2.1 Sex
2.2 Age
2.3 Highest Educational Attainment

III. Quality Management Practices

III.1 Product / Services
YES/NO YES NO

Do you check your product before

putting on display for checking of
quality and to meet the specific
requirements for having a quality
product?

Does the customer have different

options to buy in your business?

Do you check the customer’s

situation while purchasing on your
store?

Do you check how your employees

treat their customers?

Do you receive complaint about

your products?

How will you consider that your product has quality

requirements for customer?

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 St. Paul University Philippines Tuguegarao City, Cagayan 3500
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III.2 Customer Satisfaction

YES/NO YES NO


In some point, is there any
customer return your product for
damages?


Do you give the right price and
quality to your customers?

Do you give a discount for your

loyal customers? 
Does your business put a sale
discount in some products? 

III.3 Leadership

YES/NO YES No
Do you accept and receive
suggestion from your employees? 
Do you provide the rightful needs
of your employees? 
Do you give the right salary for
your employees? 
Do you check on your employee’s
health? 
As the owner and leader of your business, what is the

importance of having a good relationship with your

employee’s?

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 St. Paul University Philippines Tuguegarao City, Cagayan 3500
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Researcher Curriculum Vitae

NAME: Ghian Vir Poquiz Yonzon

ADDRESS: 19 Lecaros street, Ugac Sur,

Tuguegarao City Cagayan Valley

CP. NUMBER: 09558312547

BIRTHDATE: October 9, 2001

PLACE OF BIRTH: Tuguegarao City

CIVIL STATUS: Single

EMAIL: ghianpoquiz@gmail.com

EDUCATIONAL BACKGROUND:

Primary

School: Methodist Christian School

Year: 2011-2014

Secondary:

Junior High School: Our lady of the Pillar Colege-Cauayan

Year: 2014-2018

Senior High School: St. Paul University Philippines

Year: 2018-2020

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 St. Paul University Philippines Tuguegarao City, Cagayan 3500
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