Rosado Needs Report Part 2

Uniform Program and Facility Needs
Analysis
Prepared for:
The Rosado Group, Inc.
Presented by:
Dean Kline
UniFirst Corporation
1082 Hanover Street
Hanover Industrial Estates
Wilkes-Barre, PA 18706
July 11th, 2008

Table of Contents
Chapter One - Introduction
Chapter Two - Lehighton Kia Assessment
Chapter Three - Wilkes-Barre Dodge Assessment
Chapter Four - Brodheadsville Chevrolet Assessment
Chapter Five - Clarks-Summit Chevrolet Assessment
Chapter Six - Dickson City Hyundai Assessment
Chapter Seven - Middletown Pontiac Assessment
Chapter Eight - Scranton Ford Assessment
Chapter Nine - Milford Chrysler Assessment
Chapter Ten - Cumulative Survey Results
Chapter Eleven - Conclusion

Introduction
This assessment of your current uniform and facility service programs was
requested by Brian Bush of Milford Chrysler and Michel Kiernan of Dickson City
Hyundai. This report currently includes eight Rosado dealerships, with Harrisburg soon
to follow.
The information gathered and listed in the following report is current and updated
as of July 2nd, 2008. The Rosado Group, Inc. and its employees have been very
helpful and informative through this lengthy process, and for that I am greatly
appreciative.
This analysis will contain my assessment of these programs, survey reports
provided by your employees in uniform, and pictures from each specific location. The
intent of this report is to inform you of any deficiencies in your current programs and/or
recommend changes in your current programs. These are programs that should be
working for you to help or improve your company’s image. Breakdowns in service lead
to unsatisfied employees, unnecessary burdening of management, lost productivity,
and a lower quality environment for your customers.

Scranton Ford
Uniform Program Assessment
Scranton Ford’s uniform program seems to be operating fairly smooth after 2.5
years with the current supplier. Most uniforms appeared to be decent condition,
although twenty percent of the uniformed employees are not satisfied when they have
garments in need of repair.
Other problems with service ranged from worn garments not being replaced,
some employees not having uniforms that fit properly, a few more employees do not
have their complete inventory of uniforms, and twenty percent of your uniformed
employees are reporting issues with delivery shortages.
Even with these issues, your uniformed employees all agree that your current
provider is doing a better job that your previous supplier.
Facility Services Assessment
The Facility services for this dealership were better laid out then most of the
other Rosado dealerships. Scraper mats should be utilized outside of the entrances.
The benefits of theses mats are to help reduce larger debris from entering the building.
The floor care products currently being used should have a thinker rubber
backing. This will help to reduce the possibility of a potential trip hazard, from a floor
mat with rippled edges.
The restroom was in decent condition as well. I would eliminate the stacked
paper products if possible and install a different towel dispenser. The stacked paper
and unsanitary dispenser do not help to enhance the environment of your dealership.

Wilkes-Barre Dodge
After surveying the uniformed employees for Wilkes-Barre Dodge, I found that
these employees have been dealing with some serious garment shortage and
replacement issues. Half of your uniformed technicians reported garment shortages
and another sixty percent are not getting their worn out garments replaced when
needed.
The survey shows that of the employees asked they are completely satisfied with
the cleaning of their garments and their ability to communicate with your current
provider’s driver. These same employees are also satisfied with the repair process and
with their current inventory of clothing. However, only thirty-three percent of these
employees are reporting that they have garments that fit properly.
Bill, this dealership’s Service Manager, also informed me that your current
provider was price gouging until he resolved the issue. He informed me that he has
had numerous issues with your current provider in the past.
This dealership could use a complete upgrade in Facility services. The floor care
products being used are lower quality, resulting in an unclean appearance and possible
trip hazards.
The restroom also contained stacked toilet paper, empty rolls, improperly located
and incorrect air freshener, and an empty towel dispenser. This deters from your
customer’s overall environment.

Dickson City Hyundai
The uniform program for this dealership is dealing with the same issues that
most other Rosado dealerships are encountering. The most serious issue is that only
sixty-two percent of your employees have all of their uniforms. This issue is
compounded by the fact that seventy-one percent of your employees reported frequent
shortages.
One Service Technician has garments that do not fit him properly. Seventy-five
percent of your employees report that is difficult to communicate your current service
company, so it becomes difficult to resolve any issues.
Your current service provider is washing, repairing, and replacing garments at a
satisfactory level.
This dealership makes good use of floor care products. Some floor mat
placements could be revised to be more cost effective, yet just as efficient. The mats
currently in place are a lower quality mat, and should be replaced with a mat with a
thicker back. This would help eliminate a potential trip hazard.
The restroom in this facility was in decent condition, although the hand soap
dispenser was empty and toilet paper was stacked on the back of the toilet. These
items again draw away from the overall environment for your customers.

Clarks-Summit Chevrolet
This dealership is the highest employee rated Rosado Group dealership. Each
of the surveyed employees are completely satisfied with your current provider and their
current route delivery representative.
All of your uniformed employees who were surveyed also agree that your current
service is far better than your previous supplier.
In severe contrast with the uniform program assessment this dealership NEEDS
to change its current Facility services package. This dealership has a excess of low
quality floor care products, incorrectly applied air fresheners, low quality or empty soap
and paper dispensers, and extra paper products stacked for customer use.
Connie, the Service Manager, also informed me that she currently pays almost
$400 per week for these services and six employees in uniform. That is completely
unacceptable and this location is being completely exploited by your current service
provider.

Middletown Pontiac
According to the survey, the uniform program for this dealership is in poor shape.
This dealership was rated, by uniformed employees surveyed the second lowest rated
Rosado dealership.
Fifty-seven percent of your uniformed employees reported frequent garment
shortages and repairs that are not being handled properly. These issues lead into the
more serious issue of only twenty-eight percent of your employees having their
complete set of uniforms. These deficiencies have even caused one of your employees
to launder his own uniforms, so he could avoid these issues.
A majority of the employees reported they are satisfied with how their garments
fit and how they are cleaned.
Twenty-nine percent of your employees feel it is difficult to effectively
communicate with your current service and another forty-three percent feel their clothes
are not replaced as often as they should be.
This dealership is also suffering from deficiencies in its Facility services program.
Low quality and improperly placed floor care products should be changed to be more
efficient and to help improve the locations appearance.
The restrooms in the service area and showroom area both need attention. Your
current service provider services two air fresheners that fell off of the wall and are
currently located under the sinks. One of these air fresheners was even facing the wall.
Stacked paper and empty soap dispensers in the restrooms decrease the quality of
service for your patrons.

Employee Survey Statistics
Scranton Ford
Survey Question YES NO Approval Percentage
Do your current uniforms
fit properly?
8 2 80%
Is your present inventory
complete?
8 2 80%
Are your uniforms being
cleaned to your
satisfaction?
10 0 100%
Do you receive back all
of the uniforms that you
send in?
8 2 80%
Are needed repairs being
taken care of?
8 2 80%
Are worn out garments
being replaced, as
needed?
8 2 80%
Can you effectively
communicate your needs
to our uniform service
company?
10 0 100%
TOTAL 60 10 85.7% Overall

Wilkes-Barre Dodge
fit properly?
4 2 67%
complete?
6 0 100%
cleaned to your
satisfaction?
6 0 100%
send in?
3 3 50%
taken care of?
4 0 100%
being replaced, as
needed?
2 3 40%
Can you effectively
company?
5 0 100%

Dickson City Hyundai
fit properly?
7 1 87%
complete?
5 3 62%
cleaned to your
satisfaction?
7 0 100%
send in?
5 2 71%
taken care of?
8 0 100%
being replaced, as
needed?
8 0 100%
Can you effectively
company?
6 2 75%

Clarks-Summit Chevrolet
fit properly?
4 0 100%
complete?
4 0 100%
cleaned to your
satisfaction?
4 0 100%
send in?
4 0 100%
taken care of?
4 0 100%
being replaced, as
needed?
4 0 100%
Can you effectively
company?
4 0 100%
TOTAL 28 0 100% Overall

Middletown Pontiac
fit properly?
6 1 85%
complete?
2 5 28%
cleaned to your
satisfaction?
6 1 85%
send in?
3 4 42%
taken care of?
3 4 42%
being replaced, as
needed?
4 3 57%
Can you effectively
company?
5 2 71%

Cumulative Survey Results for the Rosado Group Dealerships
(not including Harrisburg location)
fit properly?
41 11 78%
complete?
39 15 72%
cleaned to your
satisfaction?
45 6 88%
send in?
28 21 57%
taken care of?
34 14 70%
being replaced, as
needed?
31 17 64%
Can you effectively
company?
39 11 78%

Conclusion
The information provided in this assessment noted consistent deficiencies in
your current Uniform and Facility Service programs. The lack of detail and poor service
shown to your company is costing you in terms of productivity, employee morale, and
does not help to create a positive image and experience for your employees and
customers.
The level of service your company is receiving decreases dramatically as you
travel away from Scranton. The most distant dealerships are dealing with the more
severe service issues.
The severe and urgent issues at your Clarks-Summit, Milford, and Middletown
locations should be addressed immediately.
The overall facility needs for these dealerships should be better tailored to what
each dealership actually needs. A proper location analysis specifying the correct
product placements should be completed for each dealership. Utilizing the proper
components in their proper locations will help you create a cleaner, friendlier, and more
professional environment for your customers.
Thank you again for the opportunity to analyze and assess your needs. Should
you have any questions regarding this assessment, please do not hesitate to call.

Rosado Needs Report Part 2

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