INDIA:
According to
Drug & Cosmetic act in India the labeling requirements for cosmetics are:
- Name
of cosmetics and name and manufacturing address should carry on the both inner
and outer
labels.
- For
small size containers on the label instead of mfg address the principle place
of mfg and pin code are sufficient.
- The
outer label should contain the amount of net contents of ingredients used in
the manufacturing.
- The
inner label addresses the direction of safe use and any warning indication or
names and quantities of the ingredients those are hazardous or poisonous in
nature.
- The
label should carry a distinctive batch number and it indicated by the letter
“B” and for soaps the
month and year of the manufacturing shall be given instead of “B” and this is
not apply to cosmetics
which are having 10grams or less for solids or semisolids and 25ml or less for
liquid state
products.
- On
the label the letter “M” is indicate the manufacturing license number.
Some
amendments have been notified in the labeling clause of D&C act, which are:
I. The
ingredients should be declared in the descending order of their concentrations
down to 1% and in any order below 1%.
II. Use
before date instead of best use before date which was earlier declared as xx
months/year from the date of packaging.
III. The Import & Registration of Cosmetics rule
says “no cosmetic shall be imported into India unless the product is registered
under these rules by the licensing authority appointed by Central government”.
The amendment comes into force with the effect from 1st day of April 2011.
Service:
In terms of
my marketing diary product compact powder, I have explained the services
provided by a store called 'Health & Glow' which sells my product.
Definition: Any act or performance one party
can offer to another that is essentially intangible and does not result in
ownership of anything.
- Lakme
compact powder 9g - pure tangible good
- Service provided
by 'Health & Glow' caters to customer's - personal need.
- My product falls
in the 'high in experience qualities' category - only after a person use's it,
she will get to know if it suits her best.
- This product
has a mid-level credence quality - a buyer can evaluate product in fair
manner only after consumption.
Distinctive characteristics of
services provided by 'Health & Glow':
1) Intangibility
-
·
Place - Exterior
and interior have clean lines; passages have space so that people can look at
products without blocking the way; layout across other branches are similar.
·
People - There
is 1 person to look after each section eg: 1 person for lipstick etc; we can
take suggestions from the person to know which cosmetic suits us best. Also if
they have a display sample, we can apply it on our hand to know the specific
colour.
·
Equipment - Billing
is efficient.
·
Communication material - The employees will inform us about present offers.
·
Symbols - The
symbol suggests a well-stocked cosmetic store where they do not tamper with
products, most of which come without a seal.
·
Price - It
sells recent-stocked cosmetics at MRP price.
2) Inseparability
- Employee-customer interaction
3) Variability
- Employees are trained and well informed across different branches, serve
customers in proactive manner.
4) Perish-ability
- On supply side -
·
peak-time
part-time employees
·
peak-time
efficiency from employees
·
increase
consumer participation - bag their cosmetics
Customer care contact:
If you're a
consumer, contact Levercare executive at -
Toll free
number: 1800228080, 18001022221
SMS 'levercare' to
54555 (BSNL 4555)
PO Box No 1470,
mumbai 400099
Service-Quality 5 GAP model:
1) Gap
between consumer expectation & management perception - Eg consumer wants a
cosmetic that lasts long without reapplication but management has not realised
need.
2) Gap
between management perception & service-quality specification - Service
quality is a
comparison of expectations with performance.
Eg compact
not catering to different skin tones.
3) Gap
between service-quality specification & service delivery - Eg If customer
service is bad, nobody responds to queries.
4) Gap
between service delivery & external communications - Eg when consumers
expectations after viewing the ad are not met.
5) Gap
between perceived service & expected service - Eg when consumer thinks
compact will even them even skin tone, but compact does not.
- Reliability
- dependability, promised time
- Responsiveness
- customer informed
- Assurance
- instil confidence
- Empathy
- individual attention to customer
- Tangibles
Zone of
tolerance - Minimum
level consumers are willing to accept and the level they believe can and should
be delivered.
