Recommendations for On-Premise Laundry and Linen Distribution System Improves Service Quality Scores. Textile Management Consultant, Southeast Region

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1 Case Study Title: Author: Recommendations for On-Premise Laundry and Linen Distribution System Improves Service Quality Scores J.P. Perrin Textile Management Consultant, Southeast Region BACKGROUND A 500+ bed facility in the Southeast partnered with Standard Textile to evaluate the laundry and linen distribution system in 2010 and 2011 to improve laundry and linen distribution operations. The facility was having product appearance issues as well as distribution needs. OBJECTIVE In an effort to revamp the linen distribution system, improve product appearance and process flow throughout the system, the Consultants from Standard Textile Co., Inc. focused first on the internal laundry operation followed by the linen distribution system. PHASE I. Engineers from Standard Textile evaluated laundry facility design to determine best layout for allowing safe, cost-effective, high-quality laundry processing Recommended re-activation of vacuum chute system and design new feed point in office space within laundry Redesigned the Soil Sort Room with new conveyor to allow for pre-sort operation PHASE II. Comprehensive laundry assessment, benchmark OPL, and identify ways to improve product appearance and process flow within the laundry Present laundry assessment findings, benchmarking information, and recommendations to necessary personnel PHASE III. Comprehensive facility/linen distribution assessment, benchmark facility, and identify ways to improve service quality and reduce activity-based costs Present facility/linen distribution assessment findings, benchmarking information, and recommendations to necessary personnel Page 1

2 PHASE IV. Install ControlTex TMS linen management system and handheld data collection units Utilize system to evaluate usage/weight per activity Utilize system to develop area-specific exchange cart system PHASE V. Complete laundry conversion to pre-sort soiled linen separation method Unit cost allocation and unit billing via ControlTex linen management system STRATEGY 1.) Distribute ServQual Surveys to Linen End-Users January 2011: In an effort to gauge service quality for linen end-users, ServQual surveys were distributed throughout the facility. 2.) Comprehensive Laundry Assessment February 2011: Consultants from Standard Textile evaluated laundry equipment, process flow, key performance indicators, productivity, and overall operation to identify enhancement opportunities. Pictures taken during laundry assessment (February, 2011) Page 2

3 3.) Comprehensive Facility/Linen Distribution Assessment April 2011: Consultants from Standard Textile evaluated the facility linen distribution system and linen usage. Benchmarked facility utilization and observed linen usage behaviors within facility to identify cost-savings and service quality improvements. *Pictures taken during distribution assessment (April, 2011) 4.) Installation of ControlTex Linen Management System and Handheld Units May 2011: Installed web-based linen management software at facility that enables linen/laundry personnel to track daily textile utilization by item and poundage with associated costs. 5.) Utilize ControlTex Reporting Data To Determine Area Specific Linen Needs: Goal is to develop area-specific exchange carts and evaluate PAR levels on a continuous basis and reduce operating costs 6.) Distribute ServQual Surveys to Linen End Users December 2011: In an effort to gauge changes in service quality levels as a result of ongoing linen initiatives, ServQual surveys were once again distributed and collected at the facility. RESULTS The Service Quality Survey is a validated survey which has been used in the service industry since the early 1990s. All questions and verbiage has been proven to yield measurable responses from those answering based on key indicators. The eighteen question survey is designed to compare end-user expectations versus actual performance levels in five different categories. Standard Textile utilized this survey for the linen end-users for this facility prior to implementation of the above initiatives, and then once again twelve months after the initial phases began at the facility. Page 3

4 The following changes to the laundry and linen distribution system were implemented during 2011: Conversion from pre-sort to post-sort soiled sort operation New doors placed on 750# Washex Towel folder is now operable Established two deliveries a day for most distribution points Implemented laundry orientation and linen education program for new CNA s Utilize ControlTex usage/activity data to improve distribution The above initiatives along with other linen management tools and ongoing consulting services with a continued partnership with the laundry/linen distribution team yielded the following improvements in service quality scores for the 2011 calendar year: ServQual Score By Question January 2011 January 2012 Dimension Question # Score Question # Score Q Q Reliability Q Q Q Q Q Q Tangibles Q Q Q Q Q Q Responsiveness Q Q Q Q Q Q Q Q Assurance Q Q Q Q Q Q Q Q Empathy Q Q Q Q Q Q January 2011: Average Expectations, Perceptions, And Scores By Dimension Dimension Avg. Expectations Avg. Perceptions Score Reliability Tangibles Responsiveness Assurance Empathy Page 4

5 January 2012: Average Expectations, Perceptions, And Scores By Dimension Dimension Avg. Expectations Avg. Perceptions Score Reliability Tangibles Responsiveness Assurance Empathy Analysis: Average scores by dimension improved between 44% and 84% in 2011: CONCLUSION o Reliability average improved by 44% o Tangibles average improved by 82% o Responsiveness average improved by 64% o Assurance average improved by 83% o Empathy average improved by 84% Post pre-sort transition, Standard Textile s Consultative Services team continues to work with the hospital to improve/maintain service quality levels and reduce activitybased costs without sacrificing one for the other. Page 5