Abstract
Collection and delivery of laundry is an important process in the laundry business. The laundry businesses have adopted diverse models such as over the counter collection/delivery, online booking etc. The laundries are collected or delivered from customers' doorstep or from customers' desired location at a convenient time. In this paper, business process re-engineering concept has been incorporated to improve the collection and delivery process of laundry using RFID (Radio-Frequency Identification) tagging and Automated Laundry Collection Drop Box. The Devil's Quadrangle has been used as a tool for evaluation. The proposed model will result in reduction in cost, time and improvement in service quality. It ultimately results in customers' loyalty, economic efficiency and gain of a competitive advantage over competitor. Other advantages for laundry business include automatic collection and delivery, enhanced customer convenience, enhanced flexibility and industry economic savings, enhanced customer satisfaction and decreased labor work. In the proposed automated laundry collection model, reputed laundry businesses will make a consortium and outsource collection and delivery process to a courier company. Different collection and delivery options are proposed in the model.