Answer to Question #113476 in Management for Prosper Mawuli

Question

CASE 2
Amy Lartey is the owner of Fit Wright Shoes, a manufacturer of footwear located in Accra. Her
company has pledged that all customers will have a lifetime replacement guarantee on all footwear bought from the company. This guarantee applies to the entire shoe, even though another company makes parts of the product.However, customers must prove that they followed care instructions strictly.
Answer the following questions based on the above case.
Question 1
Do you think a lifetime guarantee is too generous for this kind of product? Why or why not?
Question 2
What impact will this policy have on quality standards in the company? Be specific.
Question 3
What alternative customer service policies would you suggest?

Answer 1

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