Birla Institute of Technology and Science

Department Of Management

Course: Managerial Communication (MBA G531)

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 Improvement in the Laundromat Services

Submitted To: Submitted By:

Dr. Jayashree Mahesh Group No. 15
Bharti Pahwa : 2017H1490297P
Nischay Rathi : 2017H1490306P
Mohammad Fuaad Khan : 2017H1490312P
Rajat Bansal : 2017H1490376P
Tanmay Debnath : 2016H1490243P

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 CERTIFICATE

This is to certify that the project entitled, IMPROVEMENT IN LAUNDROMAT

SERVICES submitted by Group 15 in partial fulfillment of the requirements for the award of
Masters in Business Administration in at Birla Institute of Technology and Sciences, Pilani is
an authentic work carried out by them under my supervision and guidance.

To the best of my knowledge, the matter embodied in the project has not been submitted to any
other University / Institute for the award of any Degree or Diploma.

Date: 19th November, 2017

Dr.Jayashree Mahesh
Assistant Professor,
Department of Management,
BITS Pilani

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 ACKNOWLEDGEMENT

In performing our assignment, we have sought help and guidance from valuable sources, whom
we would like to express our gratitude. We would like to show our gratitude to Dr. Jayashree
Mahesh, Asst. Professor, BITS Pilani for giving us a good guideline for assignment throughout
the course of the assignment.

In addition, we would also like to thank First Degree, Higher Degree and Research Scholar
students for sparing their precious time for providing the necessary data and helping us in
drawing the conclusion.

We would also like to extend our gratitude to all those who have directly and indirectly guided
us and helped in completion of this assignment.

Group 15

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 ABSTRACT

The project work is based on finding out whether there is a need of any amendment in the
existing Laundromat services or the services prevailing are self-sufficing to meet out the
demands of the students. The data was obtained by conducting survey and through personal
interviews of the students at BITS Pilani. The data was interpreted to identify the flaws and
subsequently, proper improvements are proposed to combat these flaws.

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 CONTENTS

1. INTRODUCTION ........................................................................................................ 7

2. JUSTIFICATION ........................................................................................................ 7

3. OBJECTIVE ................................................................................................................ 7

4. SCOPE.......................................................................................................................... 7

5. SAMPLE DETAILS..................................................................................................... 7

6. RESEARCH METHODOLOGY ................................................................................ 8

7. INFERENCES DRAWN FROM RESPONSES.......................................................... 8

8. POSSIBLE AMENDMENTS ...................................................................................... 8

9. CONCLUSION ............................................................................................................ 9

Exhibit 1: QUESTIONNAIRE USED IN THE SURVEY .................................................. 10

Exhibit 2: RESULTS OBTAINED FROM THE SURVEY DATA ..................................... 12

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 1. INTRODUCTION
BITS Pilani has introduced the Laundromat services for the ease of the students. However,
several incidents and complaints were found regarding the newly introduced services inside
the campus. In this project, we will study whether the people are satisfied with the prevailing
services of Laundromat or whether they are facing any difficulties with the service provided
and if some amendments are required in the Laundromat services.

2. JUSTIFICATION
There was a need to inspect the effectiveness of the Laundromat service offered in BITS Pilani
due the complaints encountered from students who were using Laundromat services like losing
clothes, ambiguity of whether the clothes were washed properly, infeasibility to fulfil the
weight limits assigned by Laundromat, prices being high and quality of service provided being
low. All these issues persuaded us to select this topic to be our project work so that we can dig
deep and find out the wrongs that lead to this dissatisfaction.

3. OBJECTIVE
The objective of this project is to find out whether the students who are using Laundromat are
satisfied with the prevailing services or they are facing certain issues regarding the services
being offered. In addition to this, the project work also aims to provide different amendments
that can be implemented if in case some flaws were found to exist in the system.

4. SCOPE
The scope of this project is confined to the First Degree and Higher Degree students along with
Research Scholars of BITS Pilani but for more reliable information, it can be extended to the
Faculty and Non-teaching Staff as well.

5. SAMPLE DETAILS
The sample data considered for the analysis comprises of 121 responses collected from First
Degree students, Higher Degree students and Research Scholars of BITS Pilani. Out of these,
49 responses are obtained from the First Degree students, 51 from the Higher Degree Students
and 21 from the Research scholars. Besides online sources, the data is also collected offline by
taking 10 personal interviews from different sets of target audience.

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 6. RESEARCH METHODOLOGY
The data was collected by conducting an online survey and personal interviews. Google forms
were circulated among the target audience. The survey included a questionnaire which had
questions related to satisfaction regarding services, hygiene standards, problems faced in
washing clothes and possible solutions to opt for. The primary data thus collected was analysed
and best possible solutions would be proposed. (Exhibit 1)

7. INFERENCES DRAWN FROM RESPONSES

i) 66.1% of the responses prefer to use Laundromat services.
ii) 87.3 % of the responses agree that amendments are required in the Laundromat services.
iii) 38% of the responses are dissatisfied with the hygiene standards, 26.9% being neutral
iv) 50.5% of the responses think Laundromat services dont justify the cost, 33.6% being neutral.

(Exhibit 2)

8. POSSIBLE AMENDMENTS
With respect to the survey conducted, the possible amendments in the decreasing order of
preference as obtained from the students are:

1. Provide flexibility in the set weight limit

The most demanded amendment in the Laundromat Services by the BITS students is introduce
some flexibility regarding the set weight limit of 6kg/wash. Generally, it takes about two weeks
to reach that limit which leads to collection of dirty clothes. Sometimes, even the limit has not
reached and students give away for washing them. Hence, flexibility of the distribution of
weight/wash can be provided within the pack that is opted by the students, setting a minimum
weight limit of about 2kg/wash. This solution will rectify the problem like weight limit and
cost justification and thus has the potential to be a good solution.

2. Payment per wash system

The second best alternative suggested is payment per wash system. This alternative is also a
good solution to the problems faced by the students. There can be a legitimate mapping between
weight and rate according to which the students can be charged for the services. This solution
will combat the problems like weight limit and cost justification and hence prove out to be a
good solution.

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3. Self-washing of clothes in Laundromat
Another solution that can be employed is introducing self-washing of clothes in the Laundromat.
This will increase the satisfaction level among the students and ensure their clothes are
washed as desired. Also, they themselves will be responsible for their clothes and will be
paying for the mandatory wash charges. The maximum weight limit/wash will be set in
accordance with the overkill capacity and power rating of the washing machine. This
solution will solve the problems like hygiene and cost justification and hence can be a good
solution to implement.
Besides, the aforementioned alternatives, additional amendments recommended by target
audience are availability of additional dry clean facility, usage of sufficient amount of
detergent and separate option for washing summer clothes and winter clothes.

9. CONCLUSION
It can be concluded from the results that there is a need of improvement in the existing
laundromat services. If the suggested amendments are implemented, dissatisfaction among
students regarding services can be minimised and thus more number of students will be
subscribing the Laundromat service. Though, initially it will be difficult for the Laundromat to
implement the changes but it will be mutually beneficial in the long run.

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Exhibit 1: QUESTIONNAIRE USED IN THE SURVEY

1. Degree pursued:
a. First Degree
b. Higher Degree
c. Research Scholar

2. Preferred way for washing clothes:

a. Laundromat Service
b. Self
c. Dhobi
d. Other: __________

3. Are you satisfied with Laundromat services?

a. Yes
b. No

4. Are you satisfied with the hygiene standards maintained by Laundromat?

a. Yes
b. No

5. Do you think weight limit restrictions set are appropriate?

a. Yes
b. No

6. Do you think the services provided by Laundromat justify the cost?

a. Yes
b. No

7. How frequently have you lost clothes?

a. 0-2
b. 3-5
c. 6-8
d. 9-10

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8. Do you think any amendments are required in the Laundromat services?
a. Yes
b. No

9. If yes, rank the following amendments in order of preference 1 to 4.

(1 being most preferred and 4 being least preferred.)
a. Provide flexibility in weight limit.
b. Wash clothes in Laundromat on your own.
c. Assurance of safety of clothes.
d. Payment per wash.
e. Other

10. Any other issue you have faced with Laundromat service?
_____________________________________________

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Exhibit 2: RESULTS OBTAINED FROM THE SURVEY DATA

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