 The MFMO Service Quality Mark
The MFMO Service Quality Mark gives a customer the following guarantees when making purchases from any of the Service Quality Mark holders:
» Punctual delivery date
» Faithful description of product and/or material being purchased
» No hidden extras - price quoted includes transport, installation and VAT
» Arbitration in case of dispute
Introduction
 The MFMO is a Trade Group set up to promote the Maltese furniture manufacturing industry. One of the ways in which it does so is by increasing standards and ensuring that members displaying the Service Quality Mark have achieved a level of technical competence and are able to give their customers guarantees vis a vis delivery dates, quality of product and a price list free of hidden extras.
Members holding the Service Quality Mark would have a powerful marketing tool which will be advertised on the local media to generate awareness of what Maltese manufacturers can offer. However only those companies satisfying certain minimum criteria can obtain the Service Quality Mark and furthermore there are financial penalties for companies who do not maintain their commitments to customers. This is in the interest of preserving the good name of the Service Quality Mark and demonstrating to the public that it actually works.
The Service Quality Mark has rigid rules and pre-defined fines, as only in this way will it be considered to be an asset by those who hold it, and a mark to be sought by the consumer. The strength of the Furniture Service Quality Mark will be as good as the reputation of its weakest holder.
Rules
Acquisition of Furniture Quality Mark.
1 Only an MFMO member can apply for the Service Quality Mark.
2 On application the MFMO technical consultant would visit the applicant`s company and present a report to the council stating whether in his opinion the company has the level of production/organisation/presentation to meet the requirements of the Service Quality Mark. The details of the report will remain confidential and be kept by IPSE, and only the conclusions of the report will be made available to MFMO Council Members.
3 If the technical consultant`s report is positive then the mark would normally be granted. If the report is negative then recommendations would be given to the applicant advising what needs to be done to enable the applicant to acquire the Service Quality Mark.
4 The applicant will agree to be bound by the rules of the Service Quality Mark, including complying with the commitments made to customers, as well as the system of fines for any infringements.
5 The applicant will take out a banker`s guarantee for Lm 500 which will be forfeited in case of serious or consistent non-compliance.
Fines
» Late delivery - Lm 5 daily, to a maximum of 5% of the selling price excluding VAT. This is payable to the customer.
» Product not delivered as specified has to be replaced within 5 weeks of original delivery. Additionally a 5% of the selling price excluding VAT refund will be given to the customer.
» Any additional charges not specified on order have to be refunded in full along with an additional Lm10 fine.
» Where there is a dispute, either the customer or the company may appeal to the MFMO Arbitrator/Technical Consultant who will act as arbitrator. Both parties will bind themselves to accept the final decision of the arbitrator. Should the arbitrator impose a fine (apart from rectification) this is limited to 10% of the selling price.
» The applicant will take out a banker`s guarantee for Lm 500 which will be forfeited in case of serious or consistent non-compliance.
In addition to the amount paid to the customer the Service Quality Mark holder will pay a fine to MFMO the following for every infringement of the rules:
» Minor non-compliance - Lm 20 and warning.
» First serious non-compliance - Lm 200 and severe warning.
» Second serious non-compliance - Lm 300 fine and final warning.
» Third serious non-compliance - forfeiture of Lm500 and withdrawal of the Service Quality Mark.
A serious non compliance is defined as any act or omission carried out by the Service Quality Mark holder which may damage the reputation of the Service Quality Mark.
All these measures are considered to cover one year, at the beginning of each year all previous warnings are to be waived, unless there are persistent non-conformities.
1 The Service Quality Mark will be granted for an indefinite period, however a review may be carried out every year by the MFMO to ensure standards are maintained. The Service Quality Mark remains the property of MFMO and can be withdrawn if recommendations on any shortcomings are not addressed within one month of notice. Compliance checks may be carried out at any time with due notice.
2 Applicants have to pay MFMO a yearly fee of Lm100 for the use of the Service Quality Mark. (This amount would be used exclusively for the marketing of the Furniture Quality Mark)
3 A certificate and advertising stickers will be given to Service Quality Mark holders.
4 If a Service Quality Mark holder fails to pay a fine within 3 weeks it will be deducted from the banker`s guarantee and the Service Quality Mark will be withdrawn.
Guarantees
Furniture Quality Mark Guarantees
The Furniture Quality Mark will provide the consumer with the following guarantees:
1 The delivery date will be noted on the confirmation of order. The supplier guarantees adherence to this date. The minimum standard is to note the month of delivery on the order form.
2 The order form will provide a faithful description of product/materials. This is especially important if the product is not permanently exhibited. The supplier guarantees adherence to this description.
3 Quoted price is to include all expenses. VAT, transport and installation must be included in the order form and agreed to by the customer. There can be no hidden costs. Terms of payment should also be specified.
4 The quality of the product must be up to generally accepted levels, taking into account the price agreed, and the use the product is made for.
5 Any problems arising between the consumer and the Service Quality Mark holder may be referred to the MFMO technical consultant who may act as an arbiter.
Advertising
The Furniture Quality Mark will be extensively advertised in the local press. Additionally Service Quality Mark holders will be given stickers and posters which they will be able to hang prominently in their showrooms to advertise the quality assurance to their potential clients.
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