COMMUTER CLEANING

Group 12 / Section A

Submitted by: -
Jatin Aggarwal - FT161041
Rohel Deb – FT161075
Richa Garg - FT161073
Kaushik Gurav – FT162047
Q1: Prepare a service blueprint for Commuter Cleaning.

Sol:
Physical
Evidence Bag Location Clean Shirts Bill
Pick Clean
Customer Drop shirts in Check out &
Pay Bill shirts from
Actions the bag Leave
the bag
Line of Interaction
From the
Attach color
plant to Second shift
coded label to Deliver
Frontstage transit for step-1 Process Check
differentiate Shirts to
Contact Person stations,sort again starts at out
locations - Plant
clean shirts - 5 to 830pm
6am to 9am
330 to 530pm
Line of Visibility
Payment
Drivers who Pick up shirts
Received
drive from from plant &
Backstage Personnel based on Credit Card
station to distribute at
Contact Person in Office monthly bill if Facility
cleaning sites transit
not then
& vica versa locations
Reminder
Line of Internal Interaction
Count Shirts
Clean &
& Record at
Support Press
transit train Put on Hanger Load on Truck Registration
Processes Shirts at
location &
plant
plant

Q2: What generic approach to service system design is illustrated by Commuter Cleaning,
and what competitive advantage does this design offer?

Sol:
Generic approach to Service system design:-
Customer Contact Approach: Self- Service, Customers drop off & pick up at a Commuter
train station. The delivery system is hub-and-spoke system similar to FedEx.
Line Assembly: Work stations are managed efficiently so that minimum numbers of
personnel are used. Division of labour is done according to the work load.
Outsourcing: Separation of operation is done. Since cleaning of garments will require a
facility & equipment, Commuter cleaning outsourced it. Therefore, separation of high
contract front that includes drop off & pick up at commuter station & low contract back
service includes cleaning station at another site.
Information Flow: Commuter cleaning has strong database of its customers. Everything
entered in to the system on the same day that makes supply chain efficient.
Competitive Advantage:-
The most important advantage of Commuter Cleaning is time saving, since their main
customer segments are college students, dual career couples, because their services are
located where customers come every day so customer convenience is the main driving
factor. To reduce the time of standing in the queue, payment through credit cards monthly
or through other payment gateway is there.

Q3: Break Even price.

Sol:
Breakeven price (P)
= [Total monthly fixed expenses (F) +Variable cost (V)]/Demand
F = $13,804
V = $0.5 * 20000 = $10,000
Demand = 20,000
P = (13,804+10,000)/20,000
P = $1.19

Q4: Critique & Suggestions.

Sol:
-Commuter cleaning is initially planning to focus on business-wear shirts only. This means
customer will have to look for other dry cleaners for other type of garments. Possibility of
losing the customer to these cleaners if they happen to clean shirts too.
-Plan to outsource the cleaning business initially. Commuter cleaning may not have much
power on the quality standard of the cleaning and also on the delivery time.
-The monthly payment concept could be a problem if there are many defaulters. The funds
needed to cater to take care of the daily expenses such as fuel charges will be a matter of
concern.
-Commuter cleaning is seeking to target college students as the pickup and drop station
workers. While it will be easy to find students for the evening shift, there will be very few
willing to take up the morning shift just before class.
-Commuter cleaning should focus on acquiring the right capital to start its own cleaning
plant at the earliest, giving it full control of the quality of cleaning and the delivery time.
-Provide cash on delivery facility also. If needed, station two employees at every location –
one for handling clothes and the other for handling cash so as to avoid customer waiting
time. This would minimize the loss to business due to defaulters opting for monthly
payments.