CASE STUDY ON:

THE LIFE AND BUSINESS OF MARIANO

QUE

IN PARTIAL FULFILLMENT FOR THE

REQUIREMENTS IN
FAMILY BUSINESS MANAGEMENT
(ENTR 40043)

Submitted to: Vin Sampang Adonis

Submitted by: Sheen Heidelberg Esteves
 THE LIFE AND BUSINESS OF MARIANO QUE

INTRODUCTION
This case study will talk about the life and the business of Mariano Que one of the
successful entrepreneur in the Philippines. How Mariano Que came up with his business, how
did he come up with his business, how he faced every struggle of his business and the history of
his business and how Mariano Que became a successful business man.

HISTORY OF MARIANO QUE AND HIS BUSINESS

Mariano Que started out as an employee in a drugstore before World War II. After the
war, he saw the need for sulfa drugs and grabbed the opportunity. It all began with P100 and a
bottle of Sulfiathiazole. P100 That was all Mariano Que had in his pocket after World War II. An
employee of a drugstore prior to the war, Que knew that Filipinos would need the “miracle” drug
sulfathiazole, believed to cure many (if not all) sorts of diseases and illnesses.

He saw an opportunity to help his countrymen by buying the bottle from a peddler in Bambang
St. He then sold these tablets (which he knew was genuine sulfathiazole thanks to the ‘W’ on the
tablets) per piece to make it more affordable. After making a profit, he was able purchase other
medicines and a pushcart so he can sell his medicines to the public.

Other peddlers imitated his marketing and selling strategy, but Que made a difference. He had a
reputation for selling only quality and unexpired medical products, and soon enough he had a
steady clientele. He continued selling medicines off of his pushcart until he was able to save
enough to put up the first Mercury Drug store on March 1, 1945 along Bambang St. Despite the
store’s establishment, Mariano invested in motorized vehicles in order to provide drug delivery
services to his valued customers. He also expanded his store hours to 17 hours a day, 7 days a
week, since he recognized that the need for medication may come unexpectedly. In 1952, the
stores were open 24/7, which made the drugstore become a valuable part of the community.

In 1960, the Ayala Group of Companies offered Mariano Que a space to lease in the shopping
center that was about to be developed in the heart of Makati. Thus, the second Mercury Drug
opened, this time as a self-service pharmacy. The rest is a history of more innovations and
technological adoption of computer-guided controls and biological refrigerators. These
improvements allowed the drugstore’s expansion into other life-saving medications.

It’s also the first to use a central computerized and temperature-controlled warehouse, 24-hour
service, and pharmacy counseling. In the 1970s, he then acquired Medical Center Trading
Corporation which made his company enter the business of selling medical supplies and
equipment. Mercury Drug created a reputation that every Filipino household could rely on; and
there was a store in nearly every town and city accross the country.

CURRENT PERFORMANCE OF MERCURY DRUG

2020
Platinum Most Trusted Brand, Pharmacy/Drugstore Category. Reader’s Digest 2020
Trusted Brand Survey.

This is awarded to companies who consistently stay true to their promises to consumers,
validated by a survey that asked customers the names of their most trusted brands and to rate
them on trustworthiness and credibility, quality, value, understanding of customer needs,
innovation, and social responsibility. The Platinum Award is given to brands that performed
exceptionally in the survey by a vast margin over their nearest competitors.

Gold Quality Service Award, Pharmacy/Drugstore Category. Reader’s Digest 2020

Quality Service Survey.

This is given to companies who consistently deliver the very best customer service, rated by
customers based on personalization of service provided, understanding of customer needs,
simplicity of service and level of customer satisfaction delivered. The top two companies for
each category were awarded Gold and Silver respectively.
2021
Mercury Drug Wins Gold Quality Service Award Again on Monday, 1 March 2021 for
the second time, Mercury Drug wins the top award in Reader’s Digest Quality Service Awards
(Pharmacy/Drug Store Category). Based on a survey of readers conducted by independent
research agency Catalyst Research, the results provide a captivating and transparent analysis of
consumer satisfaction in the brands supporting the Philippine economy. Mercury Drug garnered
the highest scores in all five pillars of customer service: personalization, understanding,
simplicity, satisfaction and consistency.

Mercury Drug engages in corporate social responsibility programs, through Mercury Drug
Foundation, as a way of giving back to the people for their loyal support through the years. At
the very core of this effort lies a strong sense of compassion inspired by the commitment to make
a meaningful difference, beyond pharmaceutical retailing, in the communities where Mercury
Drug operates. By undertaking sustainable social responsibility programs focused on health and
education, the company hopes to help build a healthy, educated and productive nation while
remaining true to the spirit of service that has given birth to Mercury Drug.

THE FAMILY BUSINESS

Founded by Mariano Que, who first sold pills from a pushcart in the 1940s, Mercury
Drug Corporation remains a privately held company. Leadership of the company also
remains in the family: The company's president is Mariano Que's daughter, Vivian Que-Ascona.