WORKING DRAFT

Last Modified 4/17/2015 1:42 AM India Standard Time

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Commuter Cleaning
Case Study
Service Operations Management
Group 2
Rishi Arora
Hitesh Chopra

EPGP-06-59
EPGP-06-26

Service Blueprint
Bag

Customer

Place Shirts in
a Bag

Location

Take bag to
outlet

Accuracy of Bill

Clean

Make
payment

Pick up Shirts

Line of Interaction
Attach Color
Coded Label
6:00-9:00 am

Pay at
Pick-up

Line of Visibility

Sort Shirts
for Pickup
3:30-8:30 pm

Last Modified 4/17/2015 1:42 AM India Standard Time

PHYSICAL
EVIDENCE

Deliver Bags to
Central Plant
Reminder

Bill Customer

Payment
Received ?

Load Truck

Clean and Press

Shirts

Put on
Hangers

Sort by
location

Line of internal Inspections

Central Cleansing Plant

Count Shirts
and Record for
Billing

McKinsey & Company2 |

Printed

Credit Card

Breakeven Analysis

McKinsey & Company3 |

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= (Demand)(PriceCharge)
= 20,000 (Price - 0.50)
= (13,404 +
10,000)/20,000
= $1.17

Last Modified 4/17/2015 1:42 AM India Standard Time

Fixed
Expenses
$13,404
Price

Generic Approach to Service System Design

Production Line

Standard Consistent Output- Using the standard cleaning process it is able to

achieve the consistency

Offering Discounts- For mass cleaning of clothes it offer the discount on volume of
business

Quick Processing- We are able to create work in process buffers and thus able to
achieve quick processing of the service

Cost saving- It offer low cost delivery advantage to the customers

Service delivery can be categorized based on contact volume, information is

collected from customer explain to him the benefit of service and when customer
shows the interest, then convincing is done so that customer become member. This
enables us to gather customer details and interests

Skill Development as using the skills employees will gather the customer details

Division of Labor- The task are broken into categories like getting the employee
details and thus providing the cleaning service
Standardize the service- Improve speed as on huge volume of contacts discount are
provided and further quality is ensured
McKinsey & Company4 |

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Advantages

Last Modified 4/17/2015 1:42 AM India Standard Time

Production line approach : t take advantage from the mass production and using it was able to demonstrate\

Critiques and Suggestions for Commuter Cleaning

Emphasize only on shirt cleaning, signifying that the prospective customer look up to
their service, but for other kind of clothes they have to seek different cleaner,
however if in case cleaner can also clean shirt along with other garments they are
preferred

Outsourcing is a threat, as the external business which once can grow up they
perform the cleaning themselves thus commuter cleaning will have a reduce say on
quality standard of cleaning and it can lead to poor quality and increase time to
deliver
Different way to get the payment in monthly cycle than in daily or cash based
payment approach which can cause the financial issue to run the daily operation
successful at their end

Concerns

To get the right investment to own the plant so that they have the say in order to take
the decisions on their own and apply just in time process

Implementing a better payment approach, either daily basis payment or cash on

delivery payment which can ensure that financial operation run smoothly

Rather than hiring vendors look for permanent employees in normal business hours
and better connection of employees with customer which can create bonding and
thus able to add value to the customers

McKinsey & Company5 |

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Suggestions

Last Modified 4/17/2015 1:42 AM India Standard Time

Commuter Cleaning