MARIANO MARCOS STATE UNIVERSITY

College of Business, Economics, and Accountancy

LAUNDRY CLEANING INDUSTRY

A Service Plan submitted in partial fulfillment of the course requirements in

Managing a Service Plan (PROEL 114)

Submitted by:

Tania, Viken Alfi

Course/Year Level

Submitted to:

MS. REENA GILAINE C. BAROT

Faculty In-charge

First Semester
Academic Year 2021-2022

#16S Quiling Sur, City of Batac, Ilocos Norte

 cbea@mmsu.edu.ph  (077) 670-3736 www.mmsu.edu.ph
 SCORE SHEET

This Service Plan prepared and submitted by Viken Alfi Tania in partial fulfillment of

the course requirements in Business Exploration and Immersion (ENTRP 197) has been

accepted with a score of ________________.

CRITERIA 30 - 26 25 - 21 20 - 16 15 – 11 POINTS

Content Major points are Major points are Major points are Major points are
clearly presented and addressed, but not clear.
documented. supported. Items not well Items do not
Items clearly clearly supported. demonstrate
demonstrate demonstrate The items basic learning
that the desired most of the presented outcomes for the
learning for the desired learning demonstrate term. A
term has been outcomes for the some of the significant
achieved. All the term. All items desired learning number of items
required are included, outcomes for the are missing.
information is with a few term. All the
included, with a additions. required items
significant are included.
number of
additions.
Organization Structure of the Structure of the Structure of the Structure of the
and report is clear report is easy to report is report is not
Structure and easy to follow. It is somewhat easy easy to follow. It
follow. It is well- organized in a to follow. It is has no flow and
organized, logical manner somewhat lack
presented in a and shows organized, some organization. No
creative way some degree of images are not images
and shows creativity and used in a included.
connection shows relevant manner
between items. connection and showing
Images are between items. some
colorful and Images are connection
appropriate to mostly colorful between items.
the topic. and appropriate. Images are
inappropriate/dis
organized.
Mechanics Content is Content is Content is Content is
clearly written in mostly written is sometimes clearly not
student’s words student’s words written in written in
except for a few except for a few student’s words student’s words
direct quotations direct quotations or contains or contains
from references. from references. mostly direct passages
Content is free There are some quotations from copied and
of spelling and spelling or references. pasted from
grammatical grammatical There are a lot of resources.
errors. errors. spelling or
grammatical
errors.

TOTAL POINTS
/90

REENA GILAINE C. BAROT

Faculty In-charge
 CHAPTER I

INTRODUCTION

A. Service Industry

Laundry services are emerging as a reliable and convenient service at a reasonable

price as nowadays, busy consumers are willing to pay for their laundry. These factors are
expected to drive the demand for these services during the forecast period. Growing working
population globally, coupled with rising spending on clothes and cleaning services, are
expected to further fuel the demand for such services during the forecast period.

The market size for the laundry service industry is expected to reach approximately
$14.4 billion by the year 2028, with an estimated CAGR of 4% a year from now until 2028.
According to recent statistics, the commercial laundry industry makes $13.3 million in
revenue every year, and it is expected to increase at a 4.35% CAGR from 2020 to 2025.

Laundry has observed a huge transformation in the last few years from washing
clothes at home to going to coin-operated washing machines to opt for on-demand services,
which includes pick-up and drop-off services. Due to busy lifestyles, consumers have to work
more in less time, thus they are prioritizing convenience and increasingly opting for dry-
cleaning and laundry services to smoothen their daily life.

B. Target Segment

Target segment can be determined based on demographic considerations,

segmentation This demographic consists and the division of the market into groups groups
based on demographic variables such as age, gender, income, occupation, education.
Market segmentation can be done with psychographic considerations, in this psychographic
segmentation buyers are divided into : different groups based on social class, lifestyle,
personality. Furthermore, market segmentation can be done by considering consumer
behavior. In behavioral segmentation, buyers are divided into groups based on their
knowledge, attitude, use or response to a product.

1. DEMOGRAPHY :

All Gender, College Students, Families, Employees, Tenants

2. PSYCHOGRAPHY

Nature Beauty segmentation wants to offer experience up-to-date, close and reliable
maintenance.

3. GEOGRAPHICS

The location that is the target of marketing is the location housing in urban areas with
the characteristics of the people working as office workers or students.
 CHAPTER II

SERVICE MARKETING PROGRAM

A. Service Product

Core Service

 Washing

 Drying

 Folding

 Ironing

 Dry Cleaning

Supplementary Services

 Information : Instagram, Whatsapp business, Contact Person

 Payment : Cash, Debit, E-wallet

 Consultation : Provide consultation prior to treatment, Provide product manual

Provide brochures related to product promotions

 Hospitality : Friendly customer service, responsive to the situation.

Greet and fast service, The room is clean, minimalist, and has a
natural feel. music relaxation, aromatherapy candles, air
conditioning

 Exceptions : Toilet for disabled people, Free Laundry Bag

Free Laundry(celebrating stores anniversary)

 Safe-keeping : Pick-up or we will deliver to your place 

We have security cameras watching over our customers and

staff for safety
Having enough machines available and clean facility

 Billing : Invoice Receipt, Laundry Billing System

 B. Distribution

Distribution Channels

Information and promotion flow are distributed through advertisements on our website
and social media platforms (Facebook and Instagram) Promotions, vouchers and discounts
will be seen through flyers that will be distributed by our employees or it can be displayed in
front of the establishment. For the consultation, the customer will be offered different kinds of
service depending on the item that needs cleaning and our staff can offer the best advice
depending of the individual item requiring cleaning. For our information, we will advise
customers within our store and our online platforms of the services we provide and the
prices. We will advise customers of our complaint procedure. We also advertise our hours of
business. Our negotiation flow will be customers will place a call or message on our social
media platforms and arrange time and place for their items to be pick up or they can just visit
our place to drop off their laundry. Billings will be sent to customers through the website,
social media platforms or in person.Payments can be done through online payment (Gcash,
Paypal, Paymaya), cash handling or debit/credit handling.

For our safe keeping, our customers will be assured that their personal possessions
brought in for cleaning service will be carried out with care and attention. For our exceptions,
customers can requests special cleaning service on fragile items. We will also provide a
complaints service for customers to report any damages that may occur during our service
where we may offer compensation. For our hospitality, customers will be greeted in a
pleasant and friendly manner and also we will provide a seating area for waiting
customers.To help provide information and simplify the service system, our Information and
promotion flow are distributed through advertisements on our website and social media
platforms (Facebook and Instagram). the information available on the website is the price,
service hours, location, and schedule of our service.

Methods of Distribution

 Service transaction is conducted remotely

The negotiation process is through advertisement on our websites and social media
platforms like Facebook and Instagram and it can also process of consulting inside the
business location. Customers visit the service site and Service transaction is conducted
remotely Billing and payment can be done in the business site and business app and also
can be accomplished in the business location.

 Customer visit the service site

The customers will always have the pleasure to take the laundry into our laundry store and
we can assure to give our customers a full service at their convenience. Our staff will make
the customer feel comfortable.

 Service providers go to customers

Public customers can book a collection online and have the items returned once the service
has been completed
Corporate customers can have items collected on a regular basis for example weekly and
returned once the service has been completed. Our laundry service location is in a strategic
place, near housing, near schools and college, and offices. we have a comfortable laundry
shop building, there is a waiting room, toilets (available for disabled people), a place for
children's toys. for equipment (washing machine, ironing, and drying) in our shop there are
sufficient numbers.

Service Delivery
 Our business is open from 6:00 A.M until 10:00 P.M.

 7 days a week except for Public Holidays.

 Our online booking service is available 24 hours a day.

C. Pricing Strategies

Price List

 Retail Customers will pay a basic service charge plus per fee.
 Basic service charge: PHP 100
 Per item fee : PHP 15
 Businesses will pay by weight with minimum charge
 Up to 5kg PHP 120
 Each extra Kg PHP 200 

Pressing/Ironing General Laundry

 PHP 10 per Item.

Dry Cleaning Clothing

 Each Item PHP 200

 Specialist Items will be quoted on inspection

Strategies

Retail customers who use our services on a regular basis, will be offered a
discount card, this will entitle them to a 50% discount on every fourth order of
similar size.

Business Customers who open a monthly business account with us, with
be offered a tiered discount rate, based on the size of the orders received with
each month. Starting at 5% to a maximum of 30%.
Methods of Payment
 Customers can pay when they drop off their laundry or when the service is completed.
 Payments can be made online (Gcash, Paypal, Paymaya), in cash, or by debit/credit
card if they visit the establishment.
Collect Payment

 We will accept the following payments types:

Office-Based

CASH, Debit and Credit Cards (physical or contactless)

Online / Mobile Payments Via E -Wallets

Gcash                       
PayMaya 
PayPal
BPI 
BDO
 Metrobank

D. Promotion

 In the traditional service advertising through radio, prints 

 Sales promotion

 Distributing flyers

 Online marketing ( website and social media)

E. Processes

Pre-process Flowchart

 Promotion
 Taking Order

In-process Flowchart

 Washing

 Drying

 Folding

 Ironing

 Dry Cleaning

Post-process Flowchart

 Taking Clothes
 Customer Feedback

F. Physical Environment

Ambient

 Music- Relaxing music like musical style or good vibes music like pop rock record

 Scent- Summer or Garden scent that make the customers attracted to visit the shop

 Color- Bright colors to overwhelmed the customer s

Spatial layout (Floor plan)

The laundry room is a utility room designed for washing clothes with adequate space
for a washing machine and additional additional space for laundry storage and organization.
Depending on the layout and available floor area, laundry rooms usually have an additional
sink, ironing board, storage cupboard, and a table for folding clean clothes.
 Laundry bins should be designed with the amount of space needed to accommodate a
number of different items, to complete tasks, and for the amount of space needed to increase
as the cleaning cycle progresses. These items include: washer/dryer unit as mentioned,
table, clothes, basket, cleaning supplies, ironing board and more. Proper lighting and
ventilation should also be considered.

Consumer Waiting Room. a place where consumers wait for their laundry with all
supporting facilities that can make consumers feel comfortable so that apart from core
product services, they are able to attract customers to make repeat purchases.

Source : https://id.pinterest.com/pin/65724475785592172/

Signs, symbols and Artifacts

Source: https://www.peralatanlaundry.com/blog/memahami-simbol-perawatan-pakaian

G. People

Salaries, benefits and incentives

Laundry Employee Salary:

1. Delivery Section: P. 3350.59/month (depending on the turnover delivered)
2. Wash/Rub Section: P. 2116.16/month
3. Drying Section: P. 1763.47/month
4. Administration Section: P. 2116.16/month
 5. In addition, we also have a cash prize of Rp. 352.69/month, activity bonus
(tentative), THR and disaster assistance.

Training Activities

1. Workshops outside by bringing in speakers, including focus group discussions

and outbound to increase employee intimacy.
2. Utilize employees for marketing through online marketing, sales promotion. The
target consumers are tech-savvy and millennials.
3. Create structures and areas of work.

CHAPTER III
CONCLUSION

Today, practicality is something that is sought after. Everyone wants everything to be

practical. Although very often we have to spend quite a lot of money for very busy activities,
and the lack of time makes all of that possible. Busyness in the office, or on campus makes
someone not have enough free time, even to wash their own clothes. This is what inspired
the establishment of a laundry business.

Laundry business is very potential, especially in areas where it is near boarding

houses, near housing and many married couples are busy working. In the Kasihan area,
which is close to one of the big private universities, there is a lot of potential for a laundry
business. In addition to the average student coming from affluent families, the busyness of
students on campus makes students not have time to wash their own clothes. In the Kasihan
area, there are also many employees and married couples who are busy working. The
laundry business is also very possible for entrepreneurs to make big profits because it can be
ascertained that dirty clothes will always be there every day.