Quality Control

Tommy Hilfiger manages its company as internal customers, working individually in departments but at the same time as a whole, this exceeds their quality control. Tommy uses the approval process on varies departments, which are management, customer services and production. All of the departments must comply with Tommy Hilfiger’s code of conduct. Continuous improvement is used in all areas management, customer service, production and design. Yes, Pareto analysis is used to define the weak areas and fish bone is used to help find solutions for the weak areas. Six Sigma (DMAIC) has been used through out the life of the company to ensure the process of improvement of the company is not lost over time.

Quality Control

Quality Management

The Quality of design that Tommy Hilfiger uses is aimed at targeting customer needs and wants. They do their best to accommodate the customers request and to provide them with what they want.

Quality of Conformance- Tommy offers products that met the company's specifications for their customer. The company provides high quality products that meets the standards obtain in the company objectives.

Availability- The Tommy Hilfiger company are very concerned about their customers' wants and needs. They do their best to help customers' find what they are looking for during their shopping experience. Whether it's an online or in- store shopping, if an item is not available sales associate or customer service reps are trained to assist with locating the right product for our valued customers'.

Reliability- The Tommy Hilfiger company's goal is to make quality a priority for the products. Tommy products are tested and examined prior to distributing to company, outlet, and specialty stores.

Maintainability - Tommy tries their best to accommodate unhappy customers, whether its the service or the products. They gladly accept returns for any product if a customer is not satisfied. They also accept products in original or damaged conditions.

Field Service -Customer and sales service is very important when it comes to Tommy's up most responsibility to ensure their customers that the highest level of customer service is reinforced. This quality system is currently in placed throughout the company. Customers' are aware that any issues will be resolved promptly, with a great measure of honesty and consideration.

Service Process Design

The three service-product bundles are the tangible service (explicit service), the psychological benefits of the service (implicit service), and the physical goods (facilitating goods). For Tommy Hilfiger, the tangible service would be the clothes, shoes, and accessories that they sell. The implicit service would be the atmosphere of the store along with the customer service provided. The facilitating goods are the registers used by the sales associates for totalling purchases and the fitting rooms used by customers. Tommy Hilfiger operates on the co-routed service matrix because it offers a moderate number of choices to customers, using a moderately standardized service system. For example, customer choices are limited based on what the company makes and sells under its product line. In other words, customers can't demand products that the company doesn't make. Some types of customer contact that Tommy Hilfiger encounters are through a call center which is outsourced. There is a hotline that customers call if they have received a defective item due to manufacturing error. The hotline allows the people on our end to research the problem and promptly replace the item. Tommy Hilfiger uses IBM and Linux for its e-business infrastructure, as the company works to expand its presence among specialty retailers, as well as for its worldwide manufacturing facilities and employees.The company used the IBM technology to create a software called TommyB2B (TommyB2B.com).This portal allows specialty retailers and sales force to view selected core and seasonal apparel products, such as jeans and other basic, available inventory, as well as place, track and ship orders. Tommy Hilfiger does not use self-service; everything is outsourced. The type of service recovery and guarantees that Tommy Hilfigers offers is resolved by the accounts receivable department to obtain funds for chargebacks. For instance, if a company places a specific order through the company and does not receive what was ordered, they have the right to deduct the cost of the items.