Workflow, Functions, Responsibilities

1. Orientation
-Job description
-Job Functions of Staff
-Work Process
-Work Procedures
-Dealing with Customers
-How to Handle Complaints

2. Job Description - Cashier
Major Responsibilities:

1. Must be responsible in receiving laundry
items from the customers.

2. Must be responsible in checking the
customers' laundry items before forwarding to
the operations and process it.

3. Must be responsible in recording the sales
transaction in Service Invoice.

4. Must be responsible in handling cash.

3. Job Description – Laundry Staff

1. Must be responsible in processing the
customers' laundry items as per service availed
and instructions indicated.

2. Must be responsible in following the standard
procedures on receiving, tagging, sorting, pre-
washing, washing, drying, pressing/steaming
and packing of laundry items.

3. Must be responsible in maintaining the
cleanliness of the outlet.

4. Job Functions of Staff
Cashier Function
-Cleaning of working area 1
-Cleaning Front areas
-Cleaning of glasses
-Cleaning of window sills
-Cleaning of POS machine & Printer
-Function as Cashier only
-Cleaning of Laundry Machines
-Reporting of Cash and Sales Reports
-Reporting of Merchandise inventories
-Recording of Sales Invoice to Sales Book
-Securing of roll-up and front door lock

5. Job Functions of Staff
Laundry Staff 1 Function
-Cleaning of working area 2
(behind machines to office partition)
-Dustering of finished packages laundries
-Cleaning of walls
-Cleaning of shelves
-Unloading of laundries and folding
-Turn on/off water lines

6. Job Functions of Staff
Laundry Staff 2 Function
-Cleaning of working area 3
(from office partition to back door and back wall
partition)
-Cleaning of walls
-Cleaning of shelves
-Cleaning of CR
-Tagging of clothes and recording
-Loading of soiled clothes
-Inventory of laundry supplies
-Securing of back door lock
-Turn on/off of power switch for washing machines
*Cleaning of back area once a week

7. Job Functions of Staff
Laundry Staff3 Function
-Cleaning of working area 3
-Dry Cleaning function
-Hand washing of white clothes
-Segregating of plastics, cartons and bottles
-Securing of emergency door lock
-Recording of Electric and water meters

8. Work Process
1. RECEIVING OF ITEMS

9. Work Process
1. RECEIVING OF ITEMS
The first and most important part of the process
wherein the laundry items received must be the
same in quantity as it reaches again the
customer/owner.

10. Work Process
RECEIVING OF ITEMS

The Cashier/Laundry Attendant will greet
the customer in a polite manner. Always
address customer with Sir or Ma’am
Example: “Good morning / afternoon Sir /
Ma’am, welcome to LAUNDRYWORLD”

11. Work Process
RECEIVING OF ITEMS

The Cashier/Laundry Attendant will assist the
customer in unloading his/her laundry items to
process. Explain the available services.

Example: “Sir/Ma’am we have a wash-dry-fold
process, you can claim your items one (1) day
after…and so on.”

12. Work Process - RECEIVING OF ITEMS

Ask the customer what service to avail of or
suggest service that is appropriate for the item.

The Cashier/Laundry Attendant will accomplish
the Service Invoice

Take note of the following:
Number of kilos
Itemization
Transfer of liability
Customer information
Receiver information

13. Work Process - RECEIVING OF ITEMS

The processor will do the pricing of dry cleaning
items (refer to pricing guide on Dry Clean
items)

Tagging of items

Checking of items (damages)

Issue the Service Invoice (original copy to the
customer)

Payment of item full payment under abnormal
circumstances we ask 50% down payment

14. Work Process - Processing

15. Work Process - Processing

Color threading – to identify the owner of the
items in a batch (no need to attach colored
thread if one batch is owned by one person
only)

Counting of items per color (take note in the
Name Tag the name of owner and itemization)

Segregate item per color per owner (white, light
colors, dark colors)

Loading of items in washer (minimum of 7kilos)

16. Work Process - Processing

White colors are not directly loaded in the
washer, soak first for 10-15 minutes (basin with
water, powder detergent and sort of
chlorine/bleach) – pre-washing, Washing
proper

Fabric Conditioner

Rinsing

Spinning (30 minutes)

Drying

Note: When using the front load type of washer,
the machine will automatically turn off after

17. Work Process - Processing

After drying is segregation by color (per batch)

Folding

Refer to the Itemization Record if the actual
count is the same, counter checking. Actual
Count = Itemization Record.

You can identify the whereabouts of missing
items

Re-check the item (if there is still stain,
reprocess the item)

Packing of items

18. Work Process - Processing

Aromatize (1 spray of Fabric Sprayer in
cellophane before putting in the item)

Attach the Release Form to identify the owner

19. Work Process - Releasing

20. Work Process - Releasing

Get the original copy of Sales Invoice from the
customer

Payment of remaining balance

Stamp paid if OK and the item is released

In case, the customer has no SI, call the
Laundry Attendant to identify the claiming party

21. Work Procedures - Receiving

1. Itemize one customer at a time and per
service at a time if a customer avails multiple
services.

2. Prepare the Service Invoice by writing the
service and the corresponding quantity.

3. Categorize the clothes per service.

4. Write the categories on Service Invoice.

5. Count the items per category and write
quantity opposite its category.

6. Get the total count of all clothes. Encircle the
total count. Forward to the Processing.

22. Work Procedures - Receiving

1. Itemize one customer at a time and per
service at a time if a customer avails multiple
services.

2. Prepare the Service Invoice by writing the
service and the corresponding quantity.

3. Categorize the clothes per service.

4. Write the categories on Service Invoice.

5. Count the items per category and write
quantity opposite its category.

6. Get the total count of all clothes. Encircle the
total count. Forward to the Processing.

23. Work Procedures - Processing

7. Group the clothes in a secure place then
start attaching colored thread.

8. Accomplish an Itemization Record to have a
record of laundry items that comes from the
receiving.

9. Place all the itemized laundry items inside a
plastic bag or laundry basket. Keep the
accomplished Itemization Record (as reference
for checking the items that will come out of the
Processing area and to be forwarded to the
Receiving area).

24. Work Procedures - Processing
CHECKING ITEMS FROM PROCESSING TO RECEIVING

1. Check from Service Invoice the items
forwarded from processing.

2. Mark/Check off items delivered over the Due
List recorded last night until done with the last
pack to confirm that the item/s is/are complete.

3. Determine if there are any discrepancies in
the processed items. If there are discrepancies:
completeness of items processed.

25. Work Procedures - Processing
Discuss with the processor and record the reason for
discrepancy
If items due for delivery are not ready, inform the
customer regarding reschedule.
If there is no discrepancy:
The Cashier/Laundry Attendant will secure the
signature of the the completeness of items
processed.

26. Work Procedures - Releasing
RELEASING LAUNDRY / DRY CLEAN ITEMS

1. Ask the customer or his/her representative if
he/she brought the original copy of the Service
Invoice.

If the customer or his/her representative has
the SI, proceed to the next steps.

If the customer or his/her representative does
not have the SI, let the representative sign in
the Claim Log Sheet provided with valid ID of
the customer and the representative.

27. Work Procedures - Releasing

2. Determine if the service availed is fully paid or not.

If fully paid:

The Cashier/Laundry Attendant will get the items and
give it to the customer. Make sure to ask for an
Identification Card if representative of customer.

If not fully paid:

The Cashier/Laundry Attendant will receive payment
from the customer and give the corresponding amount
of change.

Stamp the SI with PAID.

28. Work Procedures - Releasing

3. Stamp the SI with CLAIMED stamp.

4. Ask the customer or representative to sign in
CLAIMED BY portion.

5. The Cashier/Laundry Attendant will place the
SI for claimed items in the drawer.

29. Dealing with Customers

30. Dealing with Customers

Ma’am/Sir. Welcome to LAUNDRYWORLD”
How can I help you?

Be courteous. Say “Thank you”, “May I help
you?”, “I’m sorry”, “Excuse me.”

Present service options and rates. Explain the
benefits of services that the customer inquires
about. Remember to upsell by suggesting a
higher priced service.

31. Dealing with Customers

Make sure to itemize customer’s items before
they leave to avoid any problems.

Ensure that the customer will receive the
original copy of the Service Invoice and remind
them to bring it when claiming their items.

At the end of the transaction, say “Thank You,
Come Again” and as you show the customer
out.

32. How to Handle Complaints

1. Ask the client with empathy but never commit
a solution.
− Ask what happened?
− When it happened?
− Was it a walk in or picked up? When was it claimed
at shop? When was it discovered?
− Describe the item.
− Item’s description (brand, color, design, type of
clothes, etc.) and service availed.
− What exactly happened to the item?

33. How to Handle Complaints
− Was it of substandard quality, loss of trimmings,
missing, mixing, or damaged?

2. Record the said complaint in the Complaint
Log sheet.

3. Ask to see the item to initiate thorough
investigation.
− If you’re not available, we can schedule a pick up of
the said item. Then
− we will let you know what will be done to the item.
From then we’ll proceed and we’ll talk to you again.

34. How to Handle Complaints

4. Once the item is in the shop, the
Cashier/Laundry Attendant will determine if
theproblem is solvable or not.

Solvable cases
− strong scent of finishing spray
− sour odor
− yellowish color on clothes
− clothes are still dirty
− color ran on white items
− loss of trimmings/ ornaments

35. How to Handle Complaints

Solvable cases
− missing
− mixing
− small hole(s)
− small torn
− Faded

Unsolvable cases
− shrunk
− stretched
− burned

36. How to Handle Complaints

Unsolvable cases
− bleached
− big hole
− big torn
− missing/lost
− faded
− color ran on colored

37. How to Handle Complaints

If solvable:
− The Cashier/Laundry Attendant will instruct the
processing people to do the necessary action to the
item.
− After doing the necessary action, the
Cashier/Laundry Attendant will determine if the
client’s problem or he/she is satisfied with the
solution. If yes, the complaint is successfully
addressed. If not, continue the process of resolving
the complaint.
− The Cashier/Laundry Attendant will use the Fair
Claims Value of the item using the Fair Claims
Guide.

38. How to Handle Complaints

If not solvable:
− The Cashier/Laundry Attendant will use the Fair
Claims Value of the
− Item using the Fair Claims Guide.

5. Ask the client on how to process the
payment:
− Cash – the company will pay the corresponding fair
claims value of the item
− Service Deduction – the company will deduct the
fair claims value of the item from future service
transactions.