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Reengineering of the Laundry Service at a University Campus: A Continuous-Improvement Quality-Management Methodology

Summary: [This abstract is based on the authors' abstract.]Residents of the dormitories at the University of Miami had registered numerous complaints about the quality of the on-campus laundry service, most often about nonworking or busy machines. A holistic systems approach is outlined that uses total quality management and quantitative decision-making tools to improve satisfaction with the laundry system. Additionally, an ongoing in-house procedure that supports the program is developed. Results verifying improved system performance are documented.

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  • Topics: Customer Satisfaction and Value, Total Quality Management, Process Management, Quality Management
  • Keywords: Continuous improvement (CI),Customer complaints,Customer satisfaction (CS),Total Quality Management (TQM),Process reengineering,Quality management system (QMS),Service quality,Decision support systems
  • Author: Iakovou, Eleftherios; Ortiz, Olga L.
  • Journal: Quality Engineering