CASE STUDY:

MANILA LAUNDRY

Builders Group: Arevalo, Geronimo,

Ponio

OVERVIEW

Annual Revenue is approximately Php 600,000

Five stores/pickup stations and Cleaning Plant

Store opens everyday at 7AM and closes at 6PM

Store has one FT employee and one PT employee

while Cleaning Plant has 4 FT and 2 PT employees
(cross-trained with each individual FT having a core
competence)
Five-ply order ticket:

Two copies to customer (one for claim check and

another when order is complete)
Two copies to store/pickup (work-in-process and
order completion)

STATEMENT OF PROBLEM &

OBJECTIVE

Problem(s):

Owner wishes to implement quality improvement

program with dry cleaning objective
Cost of implementation needs to be relatively
cheap

Objective:

To be able to design and implement an

inexpensive quality improvement program where
metrics are properly defined to identify
accountability, performance and customer
service

NEED FOR QUALITY CONTROL

The entire process flow should be revisited

and charted in order to identify key
activities where quality inspections should
occur (see process flow on next slide).
Management should hire an independent
quality control supervisor to conduct the
inspection for each identified activity.
Accountability will be jointly shared by the
quality control supervisor and the
employee in charge of the activity in
question, especially if the deficiency was
identified in form of a customer complaint.

PROCESS FLOW

CONTROL OF RECORDS
Registration of Official Records: In order to monitor the success of the
Quality Program, the following records should be maintained:

Inspection Record: Documented inspection report from the Mark-in,

Cleaning, Pressing and Assembly activities.
Customer Satisfaction Survey: This form is to be given to the
customer upon delivery of cleaned garments to obtain feedback for
items that can be improved.
Performance Appraisal Form: Quarterly review of all employees to
review performance and to determine if employee is eligible for pay
raise or corrective action.
Preservation:

Records are properly identified and preserved in facilities that

provide a suitable environment to prevent deterioration, damage or
loss and for easy access.
Physical records shall be preserved for 3 years, after which they
shall be scanned and preserved in electronic-copy form. The records
shall be preserved in such a way that they are readily retrievable for

COST OF IMPLEMENTATION
Additional Labor: 2 QC supervisors
@ Php 500 per day for 5 days/week
= Php 5000 per week.
Additional Filing Equipment: 2 filing
cabinets @ Php 7,000 each
Additional Preservation Equipment:
1 Desktop Computer with Monitor =
Php 15,000 and 1 Scanner = Php
7,500