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INTEGRITY, QUALITY, ETHICS, TRADITION & OUR CUSTOMER
The philosophy of ‘Business is a matter of human service’ is crystallised
in the Five Pillars of Dilmah – Quality, Tradition, our Customer, Ethics and
Integrity. Quality begins with the teas we offer our consumers, and extends to the
equipment we use to maintain an industry leading standard of manufacturing excellence,
to our packaging, and presentation of our tea. Dilmah is respectful of the traditions
of an industry that is centuries old, and of a beverage with a 5,000 year history.
The teas we offer are traditional and orthodox, made using a process perfected over
generations. Dilmah is an ethical brand, born a pioneer in seeking fairness in the
world of tea, and benefiting the workers and others in the Ceylon Tea industry through
its success. Dilmah values our customer, maintaining consistency in quality and
taste to be as loyal to our customer as we hope our customer will be to our brand.
Dilmah and the companies of the MJF Group maintain honesty and integrity in every
contact, with customers, with retailers, partners and everyone we have the pleasure
of working with. That honesty requires that Dilmah Tea is Single Origin, Single
Region or Single Estate – concepts pioneered by Dilmah. This ensures that
our customer knows exactly what is in our packs, and that we shall remain consistent
in offering customers exactly what we have claimed, and exactly what our customer
expects.
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Dilmah and the companies of the MJF Group maintain honesty and integrity in every
contact, with customers, with retailers, partners and everyone we have the pleasure
of working with. That honesty requires that Dilmah Tea is Single Origin, Single
Region or Single Estate, concepts pioneered by Dilmah. This ensures that our customer
knows exactly what is in our packs, and that we shall remain consistent in offering
customers exactly what we have claimed, and exactly what our customer expects.
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Dilmah is a brand with a conscience; a business established with the objective of
going beyond business alone In seeking to make his Dilmah a matter of human service,
Merrill became a pioneer in seeking justice in the world of tea. His workers, underprivileged
people in the wider community, and his country’s exploited Tea industry benefit
from the success of Dilmah. The activities of the MJF Charitable Foundation www.mjffoundation.org in bringing a smile to
the faces of workers and the community are funded by revenue from the sale of Dilmah
Tea.
Dilmah applies the same ethics in respect of its customers. Customer communications
are honest and transparent. The Dilmah commitment to humanitarian service has evolved
with the growth of the Dilmah business. The establishment in 2007 of Dilmah Conservation
www.dilmahconservation.org
acknowledges that human welfare and environmental sustainability are inextricably
linked.
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Every aspect of Dilmah is a manifestation of quality, beginning with the teas we
offer our consumers, and extending to the equipment we use to maintain an industry
leading standard of manufacturing excellence, to our packaging, and presentation
of our tea.
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Dilmah values our customer, maintaining consistency in quality and taste to be as
loyal to our customer as we hope our customer will be to our brand. The Founder
of Dilmah personally responds to each customer communication, learning from customer
comments, respecting the wishes of customers and striving to fulfill their requests
with integrity and responsibility.
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Dilmah is respectful of the traditions of an industry that is centuries old, and
of a beverage with a 5,000 year history. The teas we offer are traditional and orthodox,
made using a process perfected over generations. Innovations at Dilmah are respectful
of these traditions and embody authenticity. Moreover Dilmah is committed to protecting
these traditions, communicating them to the world via the industry service projects
of the company and the MJF Foundation which seek to develop Ceylon’s great
tea industry for the benefit of tea consumers.
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When Merrill J. Fernando set out to establish his tea business
he made a pledge to share the success of his business with the community
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