Detailed Operational Analysis Report: Hello Laundry Company

This report provides a comprehensive operational analysis of Hello Laundry, a UK-based company offering laundry and dry cleaning services with free pick-up and delivery. The analysis covers the company's operations, including washing, drying, and pressing, and its services like ironing and hotel bedding. The report examines operational procedures, customer service, and the application of tools such as cycle time analysis and supply network design. It uses the 4Vs framework (volume, variety, variation, and visibility) to characterize the processes, and provides an evaluation of the operations, and offers recommendations for improvement, focusing on customer service and operational efficiency. The report concludes with a summary of the findings and references.

Operation analysis of
Laundry and dry cleaning

Table of Contents
MAIN BODY ..................................................................................................................................3
Overview .....................................................................................................................................3
Operations procedures..................................................................................................................5
Operational analysis.....................................................................................................................9
Evaluation of operations.............................................................................................................13
Recommendations......................................................................................................................14
CONCLUSION..............................................................................................................................16
REFERENCES...............................................................................................................................17

MAIN BODY
Overview
Hello laundry is a company which offers customers with laundry as well as dry cleaning
services. An organization provides free pick Up as well as delivery facilities to its clients.
Business entity has team of highly skilled and talented workforce those who handle the order of
the customers personally which assist in increasing the quality and helps in timely delivery of
services to clients. Hello laundry is based in UK and had its stores at number of places.
Physical layout diagram
(Source: Cross contamination in laundry. 2019)

Location map
Operations of company
The major operations of the Hello laundry are the washing and cleaning of the clothes of
the consumers. These are the major operation of the company and due to this the company earns
the profits and revenue. For this the major operational tools and machines used in by Hello
Laundry are like washers which are used to wash the clothes. The other machines used in this
operation are like dryers which are used to dry the clothes of the consumers. One more machine
used is the pressing machine which is being used to press the clothes after the washing.
Product and services
An enterprise is small in terms of capital as well as numbers of employees. In addition to
this, Hello laundry has limited number of operations these are marketing, sales, Human resource
management, accounting, finance etc. Customer service is considered to be as important business
operation which has great importance in laundry business. It is the operations which helps an
organization in providing the good experience as well as high level of satisfaction to their clients.
Customers service is considered to be as one of the key operations of the company as by

providing the Quality service an enterprise well able to retail profitable clients for long term. It is
the customers service operations which will help hello laundry company in achieving success.
In context of the Hello laundry company an organization provide pick up and home
delivery services to its client. In addition to this other service which an enterprise provides
customers include ironing, household services, Hotel bedding services etc. In context of the
customer service operations, employees performing specific activity mainly emphasis on
maintaining the consistency in quality of services being delivered to customers. The main
purpose of customer service operation is to provide quality as well as timely services to clients.
IN context of Hello laundry, employees handles clients individually as it helps management in
ensuring the pick up as well as delivery of product at right place and at right time. Opening time
of Hello laundry is 9 Am and closing time is 8 P.m. In context of Hello delivery, an organisation
provides same day collection as well as deliver clean items in less than twenty-two hours. An
enterprise launch offers at regular interval of time for attracting more number of customers.
Operations procedures
The key focus is on the customers service operation in Hello laundry company. It is
located in UK, the layout of organization is too simple, at the place they have the best washing
machines. E- laundary is one of its business competitor in UK, they give tough competition to
Hello laundary in marketplace. They provide dry cleaning and commercial laundry services for
their corporate consumers who needed efficient and quick services without conciliatory on
quality. Customer service has been selected as key business operations as the way services are
delivered by company has great influence on the experience gained as well as purchase decision
of the customers. It is quality services which will assist an organization in attracting more
number of customers.
Running a business which has number of customers using the different types of clothing
material, in such case laundry company have to face number of issues. In relation to the Hello
laundry company, business entity is facing difficulty in maintaining the quality washing which
has significant effect on level of customer satisfaction as well as performance of an enterprise. It
is the issue which also have great influence on the brand reputation of company (Yin. and et.a.,
2017.). In reactional to the Hello laundry company, an organisation is issue is facing the issues in
making the delivery of the items on time to customers which has lead to the high level of

dissatisfaction in clients. Such issues have adversely effected the business performance of an
enterprise. In addition to this, an enterprise is facing the issue in maintaining the quality OF
washing, as it is quite expensive to do so (Watson, 2015). In relation to the Hello laundry,
business entity can maintain the quality of washing either by employing the advance technology
or by hiring professional employees. In context of Hello laundry organization , the different
services offered by an enterprise are pick up , delivery, drying, cleansing and packaging.
Customer service department in Hello laundry organisation have focus on developing the good
relationship with customers and firm in order to improve the same is planning to bring
improvement in their policies. In addition to this, by bringing improvement in business procedure
as well as policies firm intend to provide customers with various benefits as well as good
experience. In relation to the procedure followed by Hello laundry for delivering the services to
customer are :
Pick up and delivery : The customer service department in the Hello laundry company schedule
pick up and drop facilities as soon as the order is placed by the customers.
Quality of assurance: It is the task which is performed by the customer service team in
Hello organization before delivering the service to customers. Role of the customer service team
in Hello organisation is required to make sure that to make sure that fabrics are backed in the
same conditions after it has been washed (Costanza and et.al., 2014,). In addition to this, this is a
phase where the duty of customer service team in an enterprise is to make sure that special
instructions which are given by the customers while placing the order are being followed. In
addition to this, they are required to make sure that. Delicate fabrics are handled accordingly as
the company is trained in working with all fabric types.
Process map information flow is basically an operational procedure map which depicts
material as well as information flow within an organization. In context of the hello laundry
organization, it is the customer service department in an enterprise share information about the
type of laundry services required by customers with washing department in an organisation.
Customer service department also provide inform about special instruction given by client in
relation to the washing of clothes. In relation to the Hello laundry organization the order is taken
by the customer service department (Day and et.al., 2017). The different elements of process map
are purpose, scope, main procedure input, main process output, procedure responsibility listing,

essential control listing and quality measure. In relation to the Hello laundry company, the
different constituent of process map are :
Purpose :the main purpose of customer service operations is to provide clients with quality as
well as timely services.
Scope : In relation to Hello laundry organization there is wide scope of services which an
enterprise can provide to customers one of them is to track the pick up as well as drop schedule.
Business entity can also provide online booking facilities to customers.
Process input : Information about the various services that are offered by an organization which
is put by the customer service department in Hello laundry service.
Output: High level of customer satisfaction is the main output which is produced as a result of
high level of efforts put by the customer department in a company. In addition to this, other
output is increase in the sales as well as profitability of an enterprise.
Procedure responsibilities: In context of Hello company, both customer service as well as
marketing team in an enterprise. It is the responsibility of both customer service and marketing
department in an organization to make that services are delivered on right to customer at right
place.
Procedure flow chart : Procedure mapping is considered to be as an important step taken by the
company for bringing improvement in the business procedure.
The key process chosen is of the process used by Hello laundry in providing its services to the
consumers. The process start by receiving the order from the consumers and then sorting and
employing the workers to clean the clothes and then separate the clothes and place in cleaning
machines and then pack it and provide back ot the consumers.
Receiving Send to sorting
Receives by Hello
laundry
Employees hand Separate
clothes
Place in
machines

Essential control listing : The controlling of all the activities will be done by manager in the
Hello company. Manager in an organisation with the use of management information system will
record the list of the all customers on routine basis and all the services will be delivered to
customers accordingly.
Quality measure : In relation to the Hello company, a special team will be established for
measuring as well as for continuously monitoring the quality of services which are being
delivered to the clients (Battisti and et.al., 2014).
4 V analysis
Here is includes 4V analysis which includes Volume, variety, variation and visibility.
 Volume: This refers the specific product which required to satisfy its demand. Low
volume tend the less repetitive with staff whereas higher volume translate into repeatable
processes. The characteristics that make wide data is sheer volume, it makes no sense to
centring on increasing storage group because total amount of information is progressing
exponentially. Variety: This refers to a range of product which is made by Hello company. This
provides various facilities to its customers. It is one of the interesting developments in
technologies more data is digitized. Variation: This refers a level of demand which changes over time because that make
problem for hello company. Variation refer to effectiveness and trustworthiness of
information.
 Visibility: This refers proper operation process of business is seen in company. Visibility
is the another element of 4V's, it is considered as frequency on incoming information that
required to be processed.
Pack it again
Send to
consumers

4 V profile diagram
Illustration 1: 4V
(Source: The 4 V’s of Big Data, 2019)
Operational analysis
Methodology-
Cycle time analysis and supply network design analysis are the two types of theories
which has been used and apply in analysis. Both theories is related to organizational situation in
which they face issues in context of in appropriate customers services which affect on its overall
business as well as financial performance. Cycle time analysis define the value of time and
techniques to balance it effectively which is beneficial for Hello laundry. This theory is
appropriate for analysis of operation issues of organization. Supply network design analysis is
also considered as beneficial and useful theory which is suitable for analysing issues in customers
services and resolving issues effectively for business growth. With the help of following laundry
procedure, company can be able to perform the best and it will enhance performance and

productivity rather than before. With the help of following all the stages within theories
management can be able to perform well and solve issues in context of consumer services and
satisfy their clients as well. Laundering manager must measure the quality of services, which is
beneficial for business as they assure to have the satisfy peoples. Listing is considered as
operational management materials used by organization in order to manage customers services
and provide quality to them which help to increase profitability and productivity. Producing flow
chart is essential and effective operational management tools, as it contribute to bring
development and improvement within organizational structure and enhance working abilities.
Management follow steps mention in work flow chart which assure about workers drive towards
achieving organizational business objectives and goals.
The data is collect from secondary source where the range of articles, books and journals
available, that help to provide in-depth research and appropriate outcomes.
Performance objective analysis- this is an analysis through which the performance of the
company can be measured and this can be through many measures. This measure are like issue
statement, cycle time analysis, supply demand analysis and many others.
Issues statement- Due to some issues like inappropriate methods of washing clothes, late
delivery and extra charges on particular services Hello laundry faced problems that effect on its
business growth and customers services negatively. In order to maintain quality of washing
organization demand extra charge on each services relate to laundry which impact upon their
clients services, it can raise chances of decreasing number of customers and also impact business
financial performance. Company need to solve above issues by applying different types of
methods and techniques and chose the appropriate and suitable ones that help to overcome
problems effectively and increase productivity and profitability (Troynikov and et.al., 2016).
Cycle time analysis and supply network design analysis is appropriate and specific methods can
used by Hello Laundry in order to solve issues and run business effectively.
The methods implement in order to determine some issues that affect work practices of
company, the issues has been mentioned above. All above problems impact on productivity and
profitability of business. Without washing clothes in systematic manner, management will not
able to satisfy the needs of their consumers, as it decrease customer base.
Late delivery of incorrect products often affect image and market reputation of company
which is not good for them. When they deliver clothes without considering the time, it makes

major problem, the delay in delivery procedure makes negative impact on business growth. In
simple words, late deliveries of clothes, which happen delays will impact on number of
consumers satisfaction.
Extra charges and above issues directly impact on profit margin of Hello laundry, in ordet
to solve the issues' management of company have to take effective measures, that is mentioned
below.
Cycle time analysis is the technique or method that examines total length of time the
activity needs to be accomplish their cycle. Purpose of CTA is identify benefits and opportunities
for achievement and breakthrough of continuous procedure improvement in value streams and
using time as core evaluate. Organization must used this technique with business structure and in
procedure of laundering or washing goods which is beneficial for them as to save time and
deliver on time services to customers. If they deliver goods within time frame they can be able to
increase customers interest for making strong connection with business and retain people with
business for longer term period. Cycle time analysis is beneficial, it provide structured
approached for identifying non value adding functions and activities in the activity work flow.
Thus, accordant to this methods, organization should determine elements and reasons behind late
time delivery, they must trained workers for increasing productivity and performance. With the
help of motivation management of Hello Laudatory enhance workers productivity and deliver
quality services on time which is beneficial for customers experience. In additionally, they can
use current technologies within commercial laundry industry for purpose of washing clothes,
towels and linens (Hedlund, 2015). Cycle time analysis offers for identification of current time to
completion measures for the activity work flow, enabling the comparison of recent to desired and
theoretical measures. Direction by management is beneficial for business which help to
accomplish work on time and provide better quality facilities to peoples effectively. Management
of company before making plans and strategies for improvement of operational management as
developing better customers services considered the current working structure of laundering, it
help to restructure procedure and make them able to offer the great services to clients.
Supply network design analysis- supply chain design is procedure by which
organization maintain and structures supply chain in order to determine appropriate balance
between transportation, inventory and manufacturing cost (Jabbarzadeh, Fahimnia and Seuring,
2014). This method is related to above issue that is inappropriate approach of washing clothes for

consumers. Hello Laundry firm recommended for applying this model within its working
structure in order to improve customers services and increase consumer satisfaction than before.
This method will used by company to match demand and supply under uncertainty by
managing and positioning inventory effectively. ORTEC supply chain design is useful and
suitable way of analysis based on three steps where adopt by company. If they want to improve
customer services and provide launder clothes or other things on time, they need to take decisions
on number of location where organization serve facilities, number of customers and sources for
supply. In next step, they identify stocking stage which considered constraints such as supply and
demand uncertainty. In simple words, with the help of first step they determine number of
location and areas of supply after that successfully determine issues between expectations of
customers and facilities provide by Hello laundry (Cai and et.al., 2014). At last stage, they find
out appropriate solutions and implement in laundering process. They hire additional staff
members within company because of reducing number of complains placed through peoples for
late delivery.
Polar diagram mapping

(Source: 10 challenges in on- demand laundry sector. 2016)
Evaluation of operations
Operations in Hello Laundry is mainly focussed on customer service orientation. The main trend
in today's business generation is providing quality services to the customers. The customer will
tend to pay higher if they are been treated well and better services is being provided to them. The

business of Hello Laundry is totally based on satisfaction of customers and this is a factor that
helps the company to retrieve their existing customers and make continuous revenue as
well(Choi and et.al., 2016). Better the service, higher will be the growth of customers as well as
profitability of the company. It also establishes the company brand name and lead to customers
enlargement as well. Better service also helps Hello laundry to build better customer
relationships and customer loyalty that also contributes towards the CSR of the company and
establishes good trust among the customers regarding the company.
But the dark side of this operation is more severe than its positive side. Poor quality
service and dissatisfaction of customers leads to down fall of company's brand image as well as
leads loss of customers. This also affects the revenue and profitability of the company if the
customer do not turn up again or lost due to the poor service delivery by the company. If the
company does not earn sufficient revenues then it is not possible for Hello Laundry to attain
financial growth as well as social status for its business and services(Zhu and et.al., 2017). The
management structure of the company will be affected due to this poor service issue and it will
create a lot of disturbances in performing all the tasks of the organization. Along with that poor
services by the company can make its customers switch to either company brands and provide
other firms a competitive advantage due to this poor service by Hello Laundry.
Thus it is important for Hello Laundry to understand these positive and negative aspects
of its operation in relation to its business objectives of profitability and growth and accordingly
plan it further activities by keeping this elements at priority in order to avoid any issues in
future(Celikkan and Kurtel, 2017).
Recommendations
In context Hello Laundry services, an organization is providing the quality services to
customers but still there is great scope of improvement in customer service operations. Business
entity can take more initiatives for making laundry as convenient as possible for their clients.
 Here I recommended for hello laundry, to develop mobile app for taking order of
customers without any delaying. In addition to this, an enterprise through support of
website can enable their clients to track the status of their laundry services such as
schedule delivery as well as pick up. It is the strategy which will also assist Hello laundry
company in gaining the competitive advantage.

 Other recommendation to Hello laundry organization is to concentrate on green cleaning,
as this technique will help an enterprise in developing the strong relationship with
customers.
 Other suggestions to the management is a firm is to provide the proper training to
employees, as this tactic will help an organization in delivering the professional services
to customers. In addition to this, Hello laundry company is provided with suggestions to
develop the feedback system, it is the strategy which will provide firm an addressing the
difficulties faced by customers in availing the services offered by business entity. Seeking
feedback from the customer strategy will provide an enterprise in identifying the are
which requires improvement. In addition to this, management in firm has been [provided
with the suggestions to bring the improvement in the communication procedure which is
very much essential in order to deliver quality as well as timely services to customers.
 It has been advices that the management in an enterprise in context of the communication
must emphasizes on basically three elements these are Methods, manager in firm must
ensure that clients are able to interact with their support team. In addition to this, member
in customer support team needs to make sure that the message delivered to customers are
clear as well as transparent. It has been analysed from the above that Hello laundry
company is facing the difficulty in establishing an effective coordination between
different functional units as well as teams which often leads to the high level of
dissatisfaction ion clients.
 It has been suggested that Hello laundry organization in order to overcome business
problem of coordination's can streamline their business procedures with the support of
customer relationship software. It is the strategy which will assist management in making
sure that ever buddy is on the same page which is very much essential in order to develop
High customer service standards. One of the most important as well as beneficial advice
to the hello organization is to design their business operations as well as procedure
considering the needs as well as demands of customers. It has been suggested to business
entity that it should implement industrial washing machine, as it will assist an
organization in increasing the capacity of washing. In addition to this, by employing the
industrial washing machine an enterprise will able to maintain consistency in quality of
washing.

CONCLUSION
From this report it is summarized regarding understanding the importance of operational
activities in an organization and how it contributes towards the profitability and growth of the
company. The report stated the process and procedure of operational activities that are
undertaken by the company and how the process is being coordinated through various factors.
The report also stated the operational analysis of the activity undertaken by the organization by
mentioning its methodology as . Further the report stated the evaluation of all the negative and
positive factor of operational activity of the organization that company must consider wile
pursuing its business operations. The report concluded by mentioning the recommendation and
effective measures that company can undertake to enhance and improve its business operations
and attain certain objectives like profitability and efficient revenues for the firm. In additional,
management must focuses on materials and components using for washing clothes which help to
identify areas for improvement.

REFERENCES
Book and Journals
Battisti, G. and et.al., 2014. Service measurement and definition: challenges and
limitations. Managing services: Challenges and innovation. pp.7-20.
Buse, C. and et.al., 2018. Dirty Linen, Liminal Spaces, and Later Life: Meanings of Laundry in
Care Home Design and Practice. Sociological Research Online. 23(4). pp.711-727.
Celikkan, U. and Kurtel, K., 2017. Application of Service-Oriented Context-Aware Architecture
to Laundry Management System. Studies in Informatics and Control. 26(2). pp.193-202.
Choi and et.al., 2016. Recent development in big data analytics for business operations and risk
management. IEEE transactions on cybernetics. 47(1). pp.81-92.
Costanza, E. and et.al., 2014, April. Doing the laundry with agents: a field trial of a future smart
energy system in the home. In Proceedings of the SIGCHI Conference on Human
Factors in Computing Systems (pp. 813-822). ACM.
Day, R. and et.al., 2017. The impact of an international initiative on exposures to liquid laundry
detergent capsules reported to the United Kingdom National Poisons Information
Service between 2008 and 2015. Clinical toxicology. 55(3). pp.213-216.
Hedlund, F., 2015. Development of a Mobile Customer Application for Dry Cleaning Services.
Huysegoms, L., Rousseau, S. and Cappuyns, V., 2019. Chemical or Natural? Including LCA in
Social CBA to Compare Remediation Alternatives for a Dry-Cleaning
Facility. Sustainability. 11(7). p.1975.
Laitala, K., Klepp, I.G. and Henry, B., 2017. Global laundering practices–Alternatives to
machine washing.
Spencer, J., Lilley, D. and Porter, S., 2015. The implications of cultural differences in laundry
behaviours for design for sustainable behaviour: A case study between the UK, India
and Brazil. International Journal of Sustainable Engineering. 8(3). pp.196-205.
Troynikov, O. and et.al., R., 2016. Towards sustainable and safe apparel cleaning methods: A
review. Journal of environmental management. 182. pp.252-264.
Watson, S., 2015. Mundane objects in the city: Laundry practices and the making and remaking
of public/private sociality and space in London and New York. Urban Studies. 52(5).
pp.876-890.
Yin, F. and et.a., 2017. Drum type laundry machine. U.S. Patent 9. 631. 314.
Zhu and et.al., 2017. edaixi (eWash): Digital Transformation of Laundry Services (B).
Jabbarzadeh, A., Fahimnia, B. and Seuring, S., 2014. Dynamic supply chain network design for
the supply of blood in disasters: A robust model with real world
application. Transportation Research Part E: Logistics and Transportation Review. 70.
pp.225-244.
Cai, L.X. and et.al., 2014. Sustainability analysis and resource management for wireless mesh
networks with renewable energy supplies. IEEE Journal on Selected Areas in
Communications. 32(2). pp.345-355.
Online
Cross contamination in laundry. 2019. [Online]. Available through: <
https://www.edrocorp.com/170612news.html>

The 4 V’s of Big Data. 2019. [Online]. Available
through:<https://www.dummies.com/careers/find-a-job/the-4-vs-of-big-data/>
10 challenges in on- demand laundry secotr. 2016. [Online]. Availabel through:
<https://yourstory.com/2016/05/on_demand-laundry-startup-challenges>