1.

Introduction/Rationale
1.1. History
LABAndilla Bigwash Laundry, formerly known as LABAndilla Laundry and Dry
Clean, was established in the city of Catbalogan, the municipal capital of Samar
province during the year 2004. It was the first laundry station of the said city and the
sister company of a franchise of Living Water, the first water refilling station of the
same city, which was both owned by Ret. Col. Edmon Mariquit Bandilla, the brother-
in-law of Engr. Jose Antonieto Bacalando Ortiz who bought the two companies
during the year of 2009 and then became the proprietor/manager.
The laundry company started with the usual washing machines with spinners
and dryers. The business offered laundry services such as washing, drying, folding,
pressing, and dry cleaning at a reasonable rate per kilogram.
In the year 2018, the new owner loaned from the bank in order to upgrade the
machines to the industrial ones with the aim of meeting with the growing demand,
providing faster service, and generating more than enough income. The laundry shop
was then the first to introduce industrial laundry machines in the aforementioned city
with a maximum of eight kilograms per load at an affordable and reasonable rate on
a per-load basis, and reducing its offered services to washing and folding only but
with a faster service on a drop today and pick-up the next day basis, and can even
cater rush laundry services. It was during this period when the original business
name was changed to the current company name, and adopted the name “Bigwash”
from the supplier company of the industrial laundry machines. The company also
made an expansion during the same year and put up a branch in the nearby city,
Calbayog.
The following year, the proprietor acquired an existing laundry shop in
Tacloban City, in the nearby province of Samar, the province of Leyte. It was made
as branch of the laundry company and the first ever LABAndilla of the city, the Real
branch.
During the same year however, the Calbayog branch was closed because of
too much losses and was transferred to a different location within Tacloban City at
the beginning of the year 2020, making it the second branch of the company in the
city. It is then the LABAndilla Bigwash Laundry – Abucay branch.
Today, the organization can be found in three different locations. The main
branch can be found in 372 J. Cardinal Rosales St., Pob. 2 (Brgy. 2) Salug, 6700
Catbalogan City, Samar where it was established first and thus became the starting
point of the franchise to opening in 2 more locations, both can be found in Tacloban
City, Leyte namely in 42-B Real St., Brgy. 30 near Sto. Niño Church and the other in
Door 3, JJ building, Maharlika Highway, Brgy. 91 Abucay, with all being managed by
the business owner, Mr. Jose Antonieto Ortiz. The focus of this Operation Manual will
be in the Real branch in Tacloban City.
1.2. Rationale
In a business, especially a service-type that offers laundry services, there are
procedures that are needed to be followed in order to maintain functionality and
orderliness, offer top of the notch quality service, and in order to prevent risky
circumstances from happening, thus the organization has made this manual for
operations.
2. Vision/Mission and Goals/Objectives of the Agency
2.1. Mission
To provide a quality laundry service with a competitively priced, timely,
reliable, and convenient manner.
2.2. Vision
We envision being the primary choice of the laundry clients as we strive to be
the leading, established, and largest laundry services provider within Eastern
Visayas.
2.3. Core Values
 Customer First – We treat each of our clients’ garments with the utmost care, as
if they were our own. We do not compromise quality or service to cut costs.
 Cleanliness is Next to Godliness – Our business is cleaning customers’
garments; therefore, it is our commitment to maintain cleanliness of our facilities
and equipment.
 Integrity – Integrity is the foundation of our relationship with our customers. We
are honest with our customers, our strategic-partners, our suppliers, our
employees, and each other.
 Improving People’s Lives – We are committed to helping employees and
strategic-partners grow and be successful, as well as our clients.
 Employee Development and Growth – We are committed to providing growth
opportunities for our employees. We will always look first to promote from within.
Our goal is to provide growth opportunities in many areas – work experience,
education, relationships, and financial.
 Customer Service – We are committed to providing timely, helpful, and
interactive service to our customers through prompt phone call or text messages.
2.4. Goals
 To ensure our customers' satisfaction.
 To provide convenience to our clients through available parking space,
accessible location, and easy payment system with Gcash.
 To provide growth opportunities among our employees.

3. Clientele/Beneficiaries
3.1. Target Market
Our target market is fairly broad, ranging from elderly customers who are not
able to take care of the washing themselves, to busy working moms who do not have
time to wash the family’s laundry, to students who don’t have their own washer or
dryer at home, to those who have a problem with the water supply, and to everyone
through all walks of life.
3.2. Demographic Profile
Laundry customers are anyone who are busy, young, or elderly, who are
unable to do the laundry on their own, those who do not have laundry appliances at
home such as renters and travelers, those people who live in an area for a short
period of time like college students or seasonal workers, those who have water
 supply problems, those who lack a wide drying space, and anybody who need their
soiled garments cleaned in a faster way.

4. Geographical Coverage of Operation

4.1. Location
In setting up a business, choosing the proper and strategic location is vital.
We have gone through all the efforts to find an affordable renting space along the
busy streets of the city, taking into consideration the water supply and the
accessibility of those who are among on our demographic profile. Thus, LABAndilla
Bigwash Laundry can be found within the center of the city, along the street where
public utility vehicles passes by, and with parking space for its customers’
convenience and accessibility.
The main branch can be found in 372 J. Cardinal Rosales St., Pob. 2 (Brgy.
2) Salug, 6700 Catbalogan City, Samar where it was established first and thus
became the starting point of the franchise to opening in 2 more locations, both can be
found in Tacloban City, Leyte namely in 42-B Real St., Brgy. 30 near Sto. Niño
Church and the other in Door 3, JJ building, Maharlika Highway, Brgy. 91 Abucay,
with all being managed by the business owner, Mr. Jose Antonieto Ortiz. The focus
of this Operation Manual will be in the Real branch in Tacloban City.

4.2. Policies
 Always issue official receipt for every transaction.
 Always call main office upon arrival for attendance and time record.
 Always turn off and unplug unused devices or machines.
 Always keep the workplace tidy.
 Pay bills right away or the next day.
 Do not forget tub cleaning before you go home.
 Inventory of supplies every end of the week.
 Cash advance limit is only ₱2,500.00 per 15 days.
 Ask permission prior to the day of absence.

5. General Policies
5.1. Financial Policies
After bill payments are made, deposit collected cash every 3 working days.
5.2. Bank Accounts
 Metrobank Rizal, Tacloban City – company savings account.
5.3. Monthly Financial Statements
Monthly financial report is among the tasks of the cashier including the
monthly VAT and rental tax remittance.
5.4. Audit
Auditing is done monthly.
5.5. Income and Expenditure
 Daily recording on income journal and expenses journal is a must in order to
avoid any penalty from the B.I.R..

5.6. Payment of Goods and Services

All payments made must be reported and with official receipts.
5.7. Petty Cash System
An amount of two thousand pesos (2,000.00) is given as monthly petty cash
that shall be used for giving change and for other expenses.
5.8. Budget Request and Liquidation
Any requests for budget must be made prior to any expenditure and can be
done through phone call or message. Official receipts should be provided to ensure
liquidity.
5.9. Office Procedures
 Office hours is from 7 a.m. to 7 p.m.
 Any minute of late means deduction from daily wage; so, be punctual.
 Call or send a message to the main office attendant for daily time record and
attendance.
 All journals must be updated daily.
 Issuance of O.R. is a must and should fill out the required details with clarity.
 Practice a harmonious relationship with your co-workers and your customers.
 Observe clean-as-you-go attitude.
5.10. Insurance Policy
 All employees are provided with health insurance through monthly remittance
with Philhealth.
 All the equipments including the building of the business premises is annually
insured with Oriental Assurance Corporation.
5.11. Vehicle Policy
LABAndilla Bigwash Laundry do not have any vehicle for service use as it
only caters to customers’ drop-off and pick-up services.
5.12. Travelling Allowance Policy
All official travels, if any, must be reported at least two days to a week before
the day of travel. Official receipts should be presented upon resumption of duty,
along with the travel itinerary.
5.13. Equipment Policy
All equipments of the company are supported with at most 3-year service
warranty.
5.14. Assets Register
ASSETS REGISTER
Tacloban City – Real Branch
Amount Asset Name Date Purchased
2 pieces 50kg. Gas Rank Jan 2020
1 piece Electric Fan Jan 2020
15 pieces Laundry Baskets Jan 2020
1 unit Laundry Shelves Jan 2020
3 units LG Front Load Automatic Washing Machine Jan 2020
4 units LG Front Load Dryer Jan 2020
1 piece Long Wooden Chair Jan 2020
2 pieces Plastic Chairs Jan 2020
1 piece Plastic Table Jan 2020
2 pieces Pressure Tank Jan 2020
1 piece Stainless Water Tank Jan 2020
2 pieces Water Pump Jan 2020
1 piece Weighing Scale Jan 2020
1 piece Exhaust Fan Sept 2022

Note: All items are purchased on the same date except the exhaust fans. As
this operation manual will be focusing on the Real branch, only the assets register of
the Real branch will be included.
5.15. Access and Equity
 The company's staffs are well trained enough to treat every customer that comes
in through a friendly and helpful manner. They have the ability to communicate
with clients of foreign language and equipped with the proper knowledge in
providing quality service. Young nor old no matter what their state of lives are,
clients must be treated in a fair manner as they are the best of interest in every
business environment.
 Through the convenient location of each of the company's shop, anyone who
needs laundry services can approach the laundry attendants who are there
waiting to provide the essential need of every customer.
 Every branch of LABAndilla Bigwash Laundry are provided with big stainless
water tank in order to ensure that the access to clean water is readily available
through enough storage and supply.
5.16. Networking Procedures
Creating a network is essential in every business. It is a way of establishing a
mutually beneficial relationship with other business people, entrepreneurs and
potential clients or customers. Its benefits are the intangible gains made by
communicating with other professionals in or relating to your industry or company.
LABAndilla Bigwash Laundry though still a small company is working hard to
develop a good relationship not just with those who are of the same industry but also
with everyone else who comes in and out of the shop by way of making fine
transactions with its suppliers and clients in order to build a good reputation which is
vital for the company to be well known in the business world and society.
In starting the business, the company make use of those promotional
flatforms through the FM radio stations, posting of tarpaulins, and giving out free
laundry loads for loyal customers such as promo cards with 10 +1 free.
Well trained and well-mannered staffs are also very much helpful in the
formation of network of the company specially among the customers in order to gain
referrals to their network of friends by providing quality service and ensuring the
customers' satisfaction.
5.17. Community Education
To provide knowledge to the public about the company's services being
rendered, promotional flatforms were used by the company such as advertisement
being broadcast on certain FM radio stations. Printed tarpaulins also about the
business were posted along the public areas.
5.18. Media and Promotion
 Promotional tarpaulins are posted along the vicinity.
 Radio advertisement was made on its initial year of operation in order inform the
public and to promote the business as well.
 An opening promo of 10 + 1 load was initially given to the prompt customers.

6. Programs and Services

 Wash and fold services only
 Drop-off and pick-up only
 Payment upon drop off

7. Organization and Administration

7.1. Roles and Responsibilities of the Administration
The organization is a sole-proprietorship. The proprietor also acts as the
manager who supervises the overall operation of the whole company and is
responsible for the decision making.
 7.2. Accountability
Everyone in the organization will be held accountable in specific situations
and the responsibilities given to the different members of the organization. In a
situation wherein there is missing cash in the register, there is missing clothing, and
any of the other possible circumstances that will happen in the shop, the
cashiers/laundry attendants will be held accountable. In a situation wherein the
machines break after a maintenance, the outsourced maintenance team will be held
accountable. In a situation wherein there is incorrect data presented for the tax, both
the proprietor/manager and the outsourced bookkeeper will be held accountable.
7.3. Decision Making
The sole person who can make decisions and approve suggestions in making
decisions is the proprietor/manager of the organization.
7.4. Conflict of Interest
Like most businesses, it costs money to get started. Whether you build or rent
a facility, there are still a lot of costs specially this time where prices are going up.
Thankfully there are flexible financing options such as banking institutions that offers
business loans, and the government assistance to small businesses enterprise
through lending with low interest just like that of the Department of Trade and
Industry (DTI), but there are still a large upfront cost to consider. While it can be
incredibly rewarding, running a business takes a good deal of time, energy, and
emotional investment. Commitment and dedication are must-have qualities.
There is the so-called competition. The city has lots of establishments doing
laundry services. There's risk involved, just like any business. The company has to
gone through months without having a break-even, and has to shoulder all the
operating expenses. It is competing with other well established laundry shops in the
area and customers purchasing equipment for themselves.

8. Personnel
8.1. Organizational Chart

PROPRIETOR/
MANAGER

External
Internal
(Outsourced)

Cashier Bookkeeper

Laundry Maintenance
Attendant/s Team
 8.2. Roles and Responsibilities
 Proprietor/Manager – manage and/or supervise the overall operation of the
whole company and is responsible for the decision making.
 Bookkeeper – keeps and updates the book of accounts and prepares the
necessary documents for the monthly, quarterly, and/or annual tax remittance.
 Maintenance Team – responsible for the quarterly machine maintenance and/or
repairs.
 Cashier – receive payments, issues official receipt, records the daily
transactions, make deposits, make reports and payroll, and monitors the supply.
The cashier also acts as a laundry attendant.
 Laundry Attendant/s – receives the laundry items from clients, put the soiled
garments into the machine and operates the laundry machines, then fold the
finished laundry, and do the daily tub cleaning.
8.3. Payroll
The making of the payroll is assigned to one of the trusted staff in the main
branch located in Catbalogan City which she will basing on the daily time record of all
the staff in the same branch and all the branches. The drafted payroll will be then
sent through email to the proprietor/manager of the organization for approval and
once approved, the finalized payroll will then be sent through online means to the
other branches. The cashier in all branches will print the payroll and will be the one to
release the salaries to the other staff.

9. Budget
9.1. Ongoing Funding
Funds for the on-going operations are made available through the net income
that is being kept in the savings account of the company.
9.2. Memorandum of Agreement/Memorandum of Understanding
There is no any MOA. The company is mainly on a sole proprietorship.
9.3. One-off Funding
For the Real branch, the company invested an amount of 1.5M as payment
for those second-hand equipments of a certain laundry shop that was sold along its
all property. But for starting a laundry business with all brand new equipments, 2M is
needed. It covers the cost of 5 sets of stackable modern dryers and washers that
uses cards in its operations together with the installation, the rental and renovation of
the facility, and other stuff including the laundry supplies.
9.4. Auspice/Sponsorship
Sponsorship, if any, is through the approval of the manager/ proprietor
himself.
 9.5. Fundraising
None. Loan from the bank, there is.

9.6. Donations
Just like sponsorship, donations, if any, is also through the approval of the
manager/ proprietor himself.
9.7. Corporate Sponsorship and Partnerships
None. LABAndilla Bigwash Laundry is not a corporation.
9.8. Annual Budget
There is no any specific annual budget allocated but any necessary financial
requirements for the overall operation can be made available through the funds kept
in the bank or in case there is any negative scenario that may come along, is could
be on the proprietor’s shoulder.
9.9. Monitoring and Evaluation
The manager/proprietor is the one who monitors the overall operation of the
company including the evaluation among the employees’ performance and clients’
response.

10. Evaluation and Planning

10.1. Quality Assurance Mechanism/Quality Control Mechanism
LABAndilla Bigwash Laundry is committed in providing quality service to its
customers. The company make it sure that the machines are cleaned regularly so
that the clients' garments are hygienically clean in order to minimize the risk of
spreading infection specially this time of pandemic, and to provide a clean
experience for the customers.  Through the use of antibacterial laundry cleaning
agents, all garments are surely free from any microorganisms that can survive on
textiles. With the help of its well-trained laundry attendants, every finished laundry
are folded and packed right away to maintain its freshness.  While folding is being
done, every garment are inspected for visible stains, holes, and tears; thus, ensuring
its cleanliness. Another quality responsibility is timely processing. Every staff knew
that meeting the deadlines is vital so as the clients can pick up their neat clothes at
the time they agreed upon. On top of that, the company have passed the
bacteriological test that is required by the city's health office in every renewal of its
business permit further ensuring the cleanliness and hygiene of the water that is
being used in doing the laundry.
11. Reporting and Documentation
All necessary reports that are made daily, weekly, and monthly are among the
cashier's responsibility.
11.1. Archiving
 Necessary documents from each of the branches of LABAndilla Bigwash Laundry are
forwarded to the main office of its sister company, the JBO Steel, for verification and
safe keeping right after the monthly audit is done.
 Official receipts for the monthly expenses are also being brought forward to the main
office.
 Finished booklets of the O.R. that were issued to the clients must also be forwarded
to the main office for the necessary evaluation and for further safe keeping.
11.2. Annexes