Reengineering of the Laundry Service at a University Campus: A ContinuousImprovement QualityManagement Methodology

The Department of Auxiliary Services of the University of Miami had been the recipient of numerous anecdotal complaints by resident students regarding the service of the laundry system offered at the residential on-campus dormitories (students often complained about nonworking and/or busy machines). In this paper we present a holistic systems approach that utilizes total quality management and quantitative decision-making tools in a seamless fashion to improve the students' satisfaction and perception related to the laundry system. At the same time, other departmental important objectives, such as the implementation of an ongoing in-house procedure that supports its continuous-improvement program, are taken into account. Results that document the improved system performance are further presented.

Reengineering of the Laundry Service at a University Campus: A ContinuousImprovement QualityManagement Methodology Academic Article