DEVELOPING CUSTOMER SERVICE EXCELLENCE FOR PEAK PERFORMANCE What Benefits YOU Get Responsibilities of PPF organogram How YOU will Learn Who Should Attend

1. Buyer name :-
Peak performance- Exceptional Quality

2. Peak Performance as a brand
o High Premium brand
o Doing for targeting customer
o High price – up to 1200 USD
o Investment – attend to ware for long time

3. Peak Performance Buyer
Target group
Products, prices, promotion and place are all
directed towards PPF Target Group.
Profile
Active, urban citizen with a global mindset.
Age: 28. Mid to high income. Confident,
energetic and charismatic. Bold yet humble.
Liked and admired by many.
Philosophy
“Life is about experiences and making the most
out of every opportunity. It’s about living your
dreams”

4. PPF customer/consumer
expects:
• High Quality – high performance of fabric and colors
after long use
• Cool Design and high innovations
• Technical features
• Perfect fit

5. PPF Expectation for business
sustainability with Lei Tak Fung/LIZ
 On-time delivery-
Responsible department- Planning/Cutting/Printing/Sewing
Production
 Top quality level-as (1.5 AQL- garments inspection)
Responsible department- QA/Production
 Best Customer Service through proper communication
Responsible department-Merchandising/back side branches of all
department

6. PPF focusing Quality Risk Assessments
 From sketch all involved in the product
has a responsibility to chose best fabric,
fit and technical solutions for the best
outcome. That works for designers,
buyers, pattern makers, merchandisers
and suppliers.
 Working with risk assessment in different
stages.
 • QAM – Quality Assurance Manual • Risk
assessment meetings • Quality meetings
• Test reports • Washing tests • Field and
Wear tests • Pysical tests • Quality
control • Factory control
 • Quality Claims meetings reporting back
to sourcing, production and design

7. Peak Performance Office Structure
PPF
Buyer
PPF Sweden team, head
office in Stockholm city
PPF QA in Bangladesh
(3rd Party BGSS)
PPF Hong Kong
Team (IC group)

8. Responsibilities of PPF
organogram
 PPF Sweden team, head office in Stockholm city
Price negotiation; Style placement; sample fitting test
 PPF Hong Kong Team (IC group)
Providing EB, SZ, PO; style set up; discussion on merchandising issues
 PPF QA in Bangladesh (3rd Party BGSS from Taiwan)
Doing SMS sample inspection; inline and Final inspection

9. ➢ PPF Product Category:-
T-Shirt
Polo-Shirt
Long Pant/Three-quater
Runner Tights /skirts
Jacket/Long sleeve/Vest
Boxer
CAP

10. ➢ Types of Sample:-
Proto sample
SMS sample
Counter Sample
PP sample
Photo sample
Shipping Sample

11. ➢ Sample DevelopmentSample
type
Materials Purpose of
making
Lead time Size and qty
Proto
sample
Available Styling 30 days As per tech pack & 1pcs
SMS sample Actual Survey the
Market
80 days Each color 30pcs in two size
Counter
sample
Actual If the styling
is change
10 days As per buyer requirement
PP sample Actual See the
production
garments
10 days Per style one color, one
size, one pcs. (depends
on buyer)
Photo
sample
Actual Advertising During
production
As per buyer requirement
Shipping
sample
Actual Reference After
shipment
Per style one color, one
size, one pcs.

12. ➢ Importance of SMS sample
1. SMS lead time: 80-90 days
2. Total style qty : 40 – 50 styles
3. Combo/Style: Min. 2 colors & Max. 8 colors
4. SMS qty/combo: 35pcs
5. SMS season : SMS sample required for two season in a year like ( 1801 & 1807
season)
6. SMS season time:
a. March (production time)- Delivery beginning of MAY
b. September (production time)-Deliver beginning of OCTOBER
5. PPF business totally depends of their SMS sample based on following factors-
a. On-time delivery
b. Top Class quality level
6. SMS inspection procedure: 3rd Party Inspector-BGSS,QA
a. Need to offer BGSS,QA at least 5 days prior to delivery
b. SMS samples are only allowed if inspection become pass

13. ➢ Sample Sending Destination :-
Sample
SMS sample
Denmark
Hong kong
Stockholm
Germany
Proto, Counter,
PP, Photo
Stockholm
Hong Kong
Shipping sample
Hong Kong &
Sweden

14. Transaction time: Sample submission
to get buyer comments
 Any types of garment sample takes to reach at buyer destination
through courier- 3 days to HK and 5days to Sweden
 Sample section should have mind that Saturday, Sunday are holiday so
if sample is sent in Thursday or Friday, that samples will be reached
at buyer destination in next Tuesday afternoon time.
 Getting comments approx. 15 days depending on Sweden buyer
modeler schedule
 If sample gets rejection one time, it means we will lost 20days from
our lead time

15. PPF fabric Quality standards by Buyer
 High set standards for fabric
 SOP – Standard Operations Procedure
 Fabric test packages from PCO or Buyer- Need to test before
bulk ( ALL CF test- Req 5, Pilling-req 3-4) for local sources
 Nominating fabrics and trims from well known suppliers
 Minimize risk of quality
 Minimize risk of chemicals (RSL confirmation)

16. PPF fabric submission and approval
procedure: Our sources
 Lab dip submission request- 7 days (Buyer asks)
 AOP submission request- 14 days(Buyer asks)
 1st Dye lot- No requirement
 Bulk fabric shade- Once fabric in-housed, then needs to send
and required approval to start sewing
Sending destination:
▪ Lab dip needs to be sent HK- Expected comments comes after 7
days
▪ AOP needs to be sent HK- Expected comments comes after 15
days
▪ Bulk fabric shade needs to be sent HK- Expected comments
comes after 15 days

17. Inspection system internally
by QA department at Liz
 Fabric inspection: 4 point system but 100% fabric checking due
to small qty
 If fabric defects found for one style, fabric s/b arrange for all
styles earlier belongs to one program for maintaining proper
material flowing
 If nominated fabric, there is only required to test fabric
bleeding(CF), shrinkage test
 Trims inspection: 100% checking due to small qty

18. PPF Garment Inspection AQL system:
Inline and Final
AQL 1.5 INSPECTIONS LEVEL
MIL-STD: 105E ANSI/ASQ Z 1.4
Level II
Order/lot Inspection sample size Accept Reject
26-50 8 0 1
51-90 13 0 1
91-150 20 0 1
151-250 32 1 2
251-500 50 2 3
501-1200 80 3 4
1201-3200 125 5 6
3201-10000 200 7 8
10001-35000 315 10 11
35001-150000 500 14 15
150001-500000 800 21 22
500001 & over 1250 21 22

19. Penalty points
In PPF buyer shipment system, there is no scope for single days
extension
 1 weeks delay- 5% claim
 2 weeks delay-10% claim
 3 weeks delay- 15% claim depends on buyer accepting goods based on
sea shipment
 4 weeks delay- Ask for Air Shipment
 Due to quality claim from consumer- Based on whole quality-
Generally 50% quality claim of FOB. If not sellable single pieces, then
100% quality claim of FOB.
 Due to mistake in production- 5 to 15% claim based on small to big
issues

20. ➢ Importance of PPF bulk garments
1. Bulk lead time: 90 days
2. Total style qty : 40 – 50 styles
3. Combo/Style: Min. 3 colors & Max. 8 colors
4. Bulk qty/style: Approx. mostly 500-1000pcs ( Max.10,000pcs)
5. Bulk season : There are four season in a year ( 1801,1803,1807,1809 season)
6. Bulk production time:
a. January/February(less style)- Delivery End of FEBRUARY
b. April/May/June( More style)- Delivery beginning of MAY, JUNE
c. July/August(less style)- Delivery Beginning of AUGUST
b. Septem/Oct/Nov/December (more style)-Delivery beginning of OCTOBER
5. PPF evaluates vendors based on the previous season and makes plan to give SMS style accordingly-
a. On-time delivery
b. Quality level
c. Qty of claim
d. Unexpected issues arisen during bulk
6. Inspection procedure (Inline & Final): 3rd Party Inspector-BGSS,QA
a. Need to offer BGSS,QA at least 10 days prior to inspection date
b. To change the inspection schedule, needs to inform BGSS QA at least 3 days earlier
b. Bulk garments are only allowed if inspection become pass

21. PPF Packaging Instruction
 Single pieces pack by polybag ( Quality mentioned-SOP 25.1)
Polybag must be signed by recycle symbol
o Carton contains max. 50pcs garments but needs to be aware the weight
must not cross 14kg of each carton. No shipping mark as Nominated carton
sticker will act as a shipping mark of having it contents description.
o Carton dimension can be

22. ➢ Bulk Garments shipment Destination
Production
Denmark
Canada
Japan
Hong Kong
Sweden

23. PPF D2 Astro System: Need input data
after shipment
 After every shipment, the garments qty, size,
color/carton barcode number must be input to D2 Astro
system (Website) so that buyer can trace the qty earlier
of garments storage in their warehouse
 Claim amount if missing to input data in the system
after shipment:
1. One box missing information: 15DKK/BOX
2. Charge for additional hours: 300DKK

24. Merchandising Communication process
with buyer premises
IC
group(com
mercial and
accounts
department
)
IC
group(Procur
e
department)
Tex fortis
office
(Germany)
PPF head
office
(Sweden)
IC
group(Merc
handising
department
)
BGSS QA
(3rd
Party/contra
ctual with
IC)
Liz
Fashion/Lei
Tak Fung

25. Total work time procedure
SMS Orders
Bulk Orders2nd Proto
1st Proto
PP sample/CS
sample
Leadtime:30
days
Lead
time:
80
days
Lead
time:
10
days
Lead
time:
90
days
Time gap
Lead time: 90
days
10 month

26. Total lead time procedure
 Receiving projection qty- Confirm qty may less/more
 Final price negotiation- After Production set up
 Discussion on EB date/SZ date- During recing Projection
 SMS comments receiving for making preparation of CS sample-
SMS comments is getting after 1 month
 Collecting CS sample material- Before production
 Receiving EB qty- During PO receiving
 Receiving SZ qty- During PO receiving
 Additional final qty/sz qty- 15 days later on EB receiving
 Discussion on upcharge/MOQ/MCQ qty- During EB receiving
The activity during
Time gap
SMS stage
Bulk
stage

27. ➢PPF business
program/style:-
❖ Every year we are doing five season. (ex:- 1801,
1803,1804,1807,1809)
❖ Each season we have different Program & Each
program has different styles. Like
1. Base Layer program
2. Johtu program
3. Thermo program
4. Move program
5. Pulse program
6. Power program
7. Track program
8. Progress program
9. Graph program
10. Rucker program
11. React program
12. Hit Tee program
13. PS Mid Zip program
14. Move program
15. Fleece program
16. Magic program
17. Spirit Program
18. Gall dye program
19. Iron program
20. Warrington Program
21. Pump program
And so on.
❖Base layer
program:
1. Multi ZIP style
2. W Multi ZIP style
3. Multi LJ style
4. W Multi LJ style
5. Multi SJ style
6. W Multi SJ style
7. Multi LS style
8. W Multi LS style
9. Jr Multi LS style
10. Jr Multi SJ style

28. Basic information: PEAK PERFORMANCE
 Light source : D65
 Shrinkage% : +/- 2%
 GSM tolerance: +/- 2%
 Print Wash requirement: 20times (Without shinning
mark)
 Compact yarn: Must be used for all fabrics
 Combed yarn: Only for CAP items
 BCI cotton: Must be used for cotton item
 Avitera Dyestuff: Must be used during dyeing

29. Shipment terms and payment
For sea shipment: Nominated Forwarder name-DSV
For SMS sample:
▪ Buyer pays 1.5XFOB for one pieces sample
▪ Buyer bears Courier cost from their account(Sweden & HK portions)
▪ Buyer bears Air cost from account(Denmark portions)
▪ No excess/less shipment is allowed
For bulk shipment:
 For bulk goods handover, Needs to inform forwarder prior 10days
 Bulk shipment are allowed to ship excess/less +/- 2%
 Less than -2%, claim value will be equal to Single garment FOB value
 Payment Terms :50% advance, 50% upto Docs rec

30. Order Cancellation
 Order delivery delaying more than 25days
 Whole qty involving sub-quality points during final inspection

31. Thank You