1.- De Mar is a company that works with plumbing, heating and air-conditioning. They offer their customers their services at any time and they charge them less than other companies. We think that tangible parts of their product could be the heating’s machine, the air conditioning’s machine or the faucet that the plumber puts in your bathroom. On the other hand the services that the company provides are for example: When the plumber goes to customer’s home in order to arrange a pipeline or the dishwasher machine. When the worker goes to customer’s home in order to install or repair the heating’s machine or the air- conditioning’s machine.

2.- De Mar should spend a lot of money to announce their services. It is important to have a very good marketing to get customers. De Mar should have announces on TV, into the newspapers… De Mar should have comprehensive workers, because it isn’t very comfortable going to customer’s house at 2:30 in the morning. If they do their job properly, they would deserve to receive an economic incentive.

3.- Although a service could seem not to be the best way to optimize a job with OM management, De Mar’s business is. This kind of product is based on a full-time service where the customer is who has the floor. Also a philosophy where the money is not the essential objective, is an adding value. The differentiation so, stands out in the quality management, where the quick response make a better, cheaper and more responsive product. The words that corroborate this are “When our competitors won’t get out of bed, we’ll be there! […] I stress the customer satisfaction; money is the by-product”