than do general merchandising mail-order vendors such as J.C. Penney (23 percent).As credit card companies offer new inducements and incentives to customers who shop by mail, it is anticipated that shopping by mail will become more prevalent. However, third-class postage rate increases and the placement of taxes on mail-order goods in some states may have a negative affect on the mail-order industry.3. Business Unit Analysis The Faith Mountain Company develops, manufactures, and markets high-quality gifts, apparel, and home accessories, distributing through use of two business units, the mail-order unit, which distributes catalogs four times per year and provided the bulk of the 1991 total sales with about $4.7 million in revenue, and the retail-store unit, which had revenues of nearly $300 thousand. Both units operated under the same premise, that they achieve competitive advantage by providing customers with superiority in merchandise, quality, and service. Faith Mountain gained superiority in merchandise by seeking exclusive marketing rights for products and by moving more towards private labeling. High standards of quality were provided to customers because Faith Mountain manufactured about 20 percent of its merchandise, which means they could customize and personalize products to an individual customer’s needs. Superior service was being achieved in the mail-order division by implementing a system designed to answer 90 percent of all customer service inquiries within the first two minutes, and service operators were authorized to do whatever it took to keep customers happy. However, pricing was also a priority to Faith Mountain, as customer service policies included guaranteed lowest prices.The retail store featured the same product lines as those in the catalog, but not all items from the catalog were sold in the store, and about 20 percent of the store merchandise was not offered in the catalog. Also, the retail sto...
