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I I V .l .‘ . nu (EU H___:_ 1:: i. ; __:_;_ mmm R\\\\\\\\\\\\\\\\\\ \\\\\\\\\\\\\\\\\\\\\\‘\ \\\\\\\\\\\\\\\\ 3 129310357 «A, 12:} «’1' ‘V4M‘W' :_ ABSTRACT A STUDY OF INDUSTRIAL LAUNDRY SERVICE WITH EMPHASIS ON THE ROLE OF PACKAGING by Paul D. Bobb This thesis deals with the second phase of a study conducted for the Institute of Industrial Launderers by the School of Packaging at Michigan State University. The primary objective of this phase of the study was to determine the importance of the package to the users of garment rental service. A service questionnaire was developed in which the packaging functions could be dealt with indirectly. This treatment allowed in- vestigation of the protective and utility functions of the package, but did not lend itself to quantitatively determining the sales appeal value of the various packages being used within the industry. Twelve participating laundries distributed 1, 980 question- naires of which 416 were usable returns. Analysis of the returns show a general satisfaction with the status quo. There does seem to be a generally greater degree of satisfaction with the overall service provided by those laundries packaging their rental garments in plastic. A STUDY OF INDUSTRIAL LAUNDRY SERVICE WITH EMPHASIS ON THE ROLE OF PACKAGING By Paul D. Bobb A THESIS Submitted to Michigan State University in partial fulfillment of the requirements for the degree of MASTER OF SCIENCE Department of Forest Products 1967 I would like to express my sincere appreciation for the guidance of Dr. H. J. Raphael and Mr. Humphrey without whose help this study would not have been possible. Thanks also to Katy and my parents for their constant encouragement. ii TABLE OF CONTENTS Page No. Acknowledgments ..................................... ii List of Tables ........................................ iiii Introduction............. ........ A ........... . ...... 1 Questionnaire Deve10pm ent ............................ 3 Results. . . ...................... . ...................... 8 Analysis of Cross Tabulations .......................... 13 Conclusions ........................... . ...... . . . . . . . . 35 Appendix ............. ' .................. . ....... . ..... 40 iii Table No. l 2 10 ll 12 13 LIST OF TABLES Analysis of Returns ............. Type of Garment Packaging ...... Response to Quality Variables in Question 6 .............. . . ..... Type of Business Cross Tabulated With Question 5 ................. Quality Variables Ranked by Type of Business ..................... Type of Packaging Cross Tabulated With Question 6 - Colored Uniforms Type of Packaging Cross Tabulated With Question 7 - Colored Uniforms Type of Packaging Cross Tabulated With Question 6 - White Industrial Uniforms ....................... Type of Packaging Cross Tabulated With Question 7 - White Industrial Uniforms ........................ Type of Packaging Cross Tabulated With Question 6 - Coveralls and Jackets ......................... Type of Packaging Cross Tabulated With Question 7 - Coveralls and Jackets ............ ....... Type of Packaging Cross Tabulated With Question 6 - White Uniform Shirts......... ......... Type of Packaging Cross Tabulated With Question 7 - White Uniform Shirts ......................... . iiii Page No. 10 l3 l4 16 20 21 23 25 26 28 29 Table No. Page No. 14 Type of Packaging Cross Tabulated With Question 6 - White Dress Shirts 31 15 Type of Packaging Cross Tabulated With Question 7 - White Dress Shirts 32 INTR OD UCTION This thesis deals with the second phase of a study conducted for the Institute of Industrial Launderers by the School of Packaging. The objective of this phase of the study was to determine the impor- tance of the package to the users of rental laundry service. The first phase of the research project consisted of a study of the roles of the package as viewed by the managers of industrial laundries. Mr. Neely, author of the first study, determined that the industrial laundry managers are aware of the roles of packaging as related to their business but are not packaging to best accomplish these roles. Both studies were conducted under the auspices of the Insti- tute's Research and DeveIOpment Committee which is responsible for research into cleaning methods, garment materials, equipment, production techniques and other aspects of industrial laundering. The idea of supplying and servicing rental garments is not a recent innovation. Rental laundry service dates back to the early post Civil War era, when a few enterprising individuals began supply- ing business with clean towels regularly at a rental charge only slightly more than the cost of laundering. lNeely, Ned S. , A Study of the Roles of Packaging as Seen by Maggers of Industrial Laundry Businesses, Tech. Report No. 1, Project 7, School of Packaging, Michigan State Uni- versity, June 1, 1965. 2 Rental service has expanded greatly from those early days. Today we have linen supply services, diaper services and industrial launderers, all dealing in different segments of the rental service market. The industrial launderers originally supplied only industrial towels and uniforms. Service now includes wiping cloths, dust con- trol maps, treated rugs and most recently--executive shirts and slacks. The rental service includes distribution, pick-up, launder- ing, finishing, or repair or replacement as needed. In this way the industrial launderer frees his customer from the need to maintain a capital investment in laundering facilities of his own. In pursuing this study, the author found it necessary to learn the language of the industry. This was accomplished by visits “to various linen and laundry services, as well as discussions with Mr. Humphrey of the institute's research committee. It was determined that we would try to determine how users of industrial laundries viewed the overall service being rendered. Many of these services are directly affected by the packaging meth- ods and materials being used. An example of this theory would be a garment that had been thoroughly laundered but not packaged to protect it from the han- dling and storage conditions it may encounter before use by the customer. Dirty garments would reveal this weakness in the ser- vice without focusing undue attention on the package itself. Other areas of the overall service which are directly related to the pack- aging are excessive wrinkling and the ease of handling and storing of laundered garments until they are needed. Based on the funds and time available for the study, it was decided that a questionnaire would be the best method of gathering customer Opinion information. The main objective of the question- naire was to evaluate as accurately as possible the industrial laundry services currently being offered and relate these to the packaging techniques us ed. QUESTIONNAIRE DEVELOPMENT It was decided that this questionnaire should be structured in a manner that would de-emphasize any direct connection with the School of Packaging. This was done to avoid the possibility of the respondents trying to give the answers they believed the author wanted rather than honestly evaluating the service rendered by the laundry. By developing a service questionnaire, packaging was dealt with indirectly. Responses to those questions concerning various quality characteristics and distribution methods were related to the type of packaging being used to determine the importance of the package in meeting customer demands. This treatment allowed investigation of the protection and utility functions of the package, but did not lend itself to determining the sales appeal of various packaging techniques. It was thought that 4 the latter function could best be evaluated through market tests by c00perating laundries. The form and wording of the questionnaire was developed under the direction of the late Dr. E. A. Brand of the Marketing Department, Michigan State University. A statement completion form was used rather than a direct question approach because it helps the respondent identify with the study and is believed to be easier to complete. The questionnaire and cover letter that were distributed to l, 980 customers of cooperating laundries are in- cluded as an appendix. Questions 1, 2 and 5 were used to obtain general informa- tion for classification purposes. The remainder of the questions sought to determine the respondents' Opinions about those aspects of the rental service which are related to the packaging being used. The questionnaire was limited to ten statements because the author felt more statements would not give sufficient additional data to offset the possibility of lost interest due to the length of the questionnaire. The form and wording were kept as simple and uncompli- cated as possible to avoid confusion. In many cases the question- naire was to be distributed to the laborer wearing the rental uniform. This type of individual is not likely to spend time trying to interpret a mailed questionnaire. His opinions, however, are necessary to assure that the results of the study are representative. The wording of the statements was tested on people using rental service as well as peOple completely unfamiliar with it in order to lo- cate possible sources of confusion. Three editings were required prior to final d rafting . Sample Selection Twelve laundries were selected to participate in this phase of the study. I Selection was based on geographicalilocation, participa- tion in the initial phase of the study, size of laundry and a stated will- ingness to participate. Since institute members are fairly evenly distributed across the country, three various sized laundries were selected from each section. Selection by geographical location was in accordance with the Census of Business, published by the United States Department of Commerce. This classification was used for the questionnaire coding as well as for participating service selections. The classification is as follows: Northeast - Maine, Vermont, New Hampshire, Massachusetts, Rhode Island, New York, Pennsylvania, and New Jersey. North Central - Wisconsin, Michigan, Illinois, Indiana, Ohio, Minnesota, North Dakota, South Dakota, Nebraska, Iowa, Missouri and Kansas. South - Maryland, Washington D. C. , West Virginia, North Carolina, South Caro- lina, Georgia, Florida, Kentucky, Tennessee, Alabama, Mississippi, Arkansas, Louisiana, Oklahoma and Texas. 6 West -Montana, Idaho, Wyoming, Colorado, Utah, Nevada, Arizona, New Mexico, Washington, Oregon and California. One hundred sixty five questionnaires, introductory letters, and return envelOpes were sent to each participating laundry for dis- tribution. A COpy of the questionnaire in its final form and the intro- ductory letter are included in the appendix. The laundry manager was asked to arrange for personal delivery of the questionnaires to a representative cross section Of his customers. Personal delivery was used to elicit a more sizable rate of return than is characteristic of mail surveys. Managers were encouraged to use this as an Opportunity to build customer good- will through contact as an individual rather than an account number. The stratified sampling method was used to assure a repre- sentative sample of each laundry's market. Emphasis was placed on this to prevent distribution to the 165 most easily reached custo- mers which would have decreased the validity and usefulness Of the results. The total sample size was 1, 980 Of which 416 were usable returns. These returns were representative of each section of the country based on the percent sent to each area with the exception Of the southern area. Based on the data presented in Table l, we feel the results of the questionnaire are valid for all areas except the South which may be questionable due to the small number Of re- turns from this area. TABLE 1 Analysis of Returns Actual Percent Percent of Membership Sample North Eastern 23 25 North C entral 24 2 2 5 South 23 25 West 19 25 Number Percent Returned of Total Returns 98 23. 56 191 45.91 34 8. 17 93 22. 36 The return, self-addressed, stamped enveIOpes provided with each questionnaire were addressed to an East Lansing post Office box rather than to the School Of Packaging. This was done tO further pro- tect against bias being introduced by associating the School Of Pack- aging with the survey. Approximately ten weeks were allowed for questionnaires to be distributed and returned to the University. All returns were edited, then tabulations and cross tabulations were run on the CDC 3600 computer. RESULTS Question by Question Tabulations and Analysis A total of 416 replies were received Of l, 980 questionnaires distributed. This is a 21 percent return--far above the average ten percent normally experienced with mail questionnaires. For a per- centage and raw score breakdown see Table 1. Questions 1 and 2 concerning the type of company and aver- age number Of employees show that 56 percent of the respondents were involved in service industries and 55 percent of the companies had fifteen or less employees. It was also shown in replies to the second question that 47 percent of the companies had 76 to 100 per- cent Of their employees wearing rental garment. This might indi- cate that the laundry services were not getting into larger manufac- turing organizations which have maintenance personnel who could be using rental services. Question 3 asked what type of rental garments were being used and how they are packaged. A comparison can be made between Mr. Neely's study of the laundry owners and this study which deals with the customers as to packaging materials being used for each type of garment. See Table 2. TABLE 2 Type of Garment Packaging Paper Plastic Twine Box Other I II I II I II I II I II Colored Uniforms 44 36 22 19 25 38 1 * 8 4 White uniforms 45 55 23 28 28 9 5 ’2‘ 2 4 Coveralls and jackets 38 26 18 18 4O 39 l * 3 12 White uniform shirts 38 53 3O 33 18 5 8 ’3‘ 6 5 White dress shirts 21 19 29 35 6 39 24 5 4 Note: I = Current Study; II = Mr. Neely's Study of Laundry Managers ' *This method of packaging was not considered in Mr. Neely's study. Variances shown in Table 2 may be due to sampling error or to changes initiated in the past year. There does not seem to be any general trend toward or away from specific types of packaging materi- als. Cross tabulations of the type of package used and the respon- dent's evaluation of its ability to assure receipt of a satisfactory garment are shown in Tables 6 - 15. Question 4 dealt with methods of distribution of the garments within the company. Replies indicate that in 76 percent of the cases garments were either distributed directly to the individual or placed 10 in an unattended area for pickup by the individual. Distribution methods and their relationship to the quality variables in Questions 6 and 7 will be discussed in a later section. It was indicated in 55 percent of the responses that the em- ployer pays the entire cost of the laundry service. Thirty percent of the respondents indicated that the company and employee shared the expense of laundry service. The remaining 15 percent indi- cated the employee was required to pay the entire fee himself. Question 6 asked if the garment rental service was satisfactory in terms of supplying garments which were clean, well pressed, packaged satisfactorily, in good repair and not excessively wrinkled. Table 3 gives the frequencies and percentages of people expressing satisfaction or not responding in each of these five areas. TABLE 3 Response to Quality Variables in Question 6 No Response Satisfactory Percent Percent Frequency Across Frequency Across Cleanliness of Garments 29 7.0 387 93.0 Press of Garments 170 40. 9 246 59.1 Repairs Made 202 48.6 214 51.4 Garments not Wrinkled 200 48.1 216 51. 9 Packaging of Garments 175 42.1 241 57.9 11 It is to the credit of the institute members that 93 percent of the sample indicated that the garments they received were clean.Con- trary to the author's initial hypothesis, packaging was recognized as being a weak area of laundry service. Response to this question also indicates that the package was not adequately preventing wrinkling of the garments after they were pressed. Question 7 asked for an indication of the frequency with which the packaging and delivery service provided garments that were clean, well pressed, convenient to store, and maintained in good condition until used. Only three possible choices were given which was not a sufficient number since many questionnaires had no response to this question. This may also have caused a greater degree of satisfac- tion to be indicated in this question than was evidenced in Question 6. "Almost always" was the most frequent response to each part of Question 7. The percent indicating "almost always" for each quality characteristic was as follows: Clean 96. 9 percent Well pressed 77. 8 percent Convenient to store 92.1 percent Maintained in good condition until used 87. 4 percent The mode response was used to determine the most frequent ranking of the quality characteristics in Question 8. The most fre- quent order was (1) clean, (2) well pressed, (3) good repair, 12 (4) delivered on time without shortages, (5) packaged to keep clean, (6) convenient to handle and store. Ninety-two percent of the respondents indicated that garments were assigned to individuals and not issued from stock by size. This may be valuable in developing a marketing plan which will emphasize individual 3 ervic e . ANALYSIS OF CROSS TABULATIONS TABLE 4 Type of Business Cross Tabulated With Question 5 Employee Company Both Retail Frequency 12. 00 48. 00 17. 00 % Across 15.58 62. 34 22.08 Service Frequency 26. 00 117. 00 84. 00 % Across 11.45 51. 54 37.00 Manufacturing Frequency 22. 00 S9. 00 22. 00 7o Across 21.36 57.38 21.36 Table 4 shows a tabulation Of who pays for the rental service in retail service, and manufacturing organizations, Two hundred and twenty-dour of the respondents, or 55 percent, indicated that the com- pany paid the full cost of the service. There were only slight variations between the different types of organizations. Retail employers paid the full cost in 62 percent of the cases, manufacturing employers paid in full in 57 percent Of the cases, and service organizations in 51 percent of the cases. Within the total sample only 15 percent of the respondents indicated that the employee paid the full cost; the remaining 30 percent \- had a cost sharing plan for the rental service. 13 TABLE 5 Quality Variables Ranked by Type of Business Rank Retail Service Manufacturing 1 Clean Clean Clean 2 Wrinkle-free Wrinkle-free On time without shortages 3 In good repair In good repair In good repair 4 On time without On time without Wrinkle-free shortages shortages 5 Convenient to handle Packaged to stay Packaged to stay clean clean 6 Packaged to stay Convenient to handle Convenient to handle clean As might be expected, retail and service organizations were more interested in having clean, wrinkle-free garments than were the manufacturing organizations. Manufacturing organizations indicated it was important to have the garments on time and without shortages. Generally, there was very little difference in order Of ranking based on the type of company. Table 5 illustrates this fact. Company size had no significant effect in the ranking of the quality characteristics in Question 8. The order of importance is the same as that shown in Table 5 for types of companies. It was also found that the percentage of people using the service within a given company did not change the order of preference for the quality characteristics. That is, companies with less than 25 percent of their employees wearing rental garments ranked the desired charac- teristics in the same order of preference as companies with 50, 75, or 14 15 100 percent Of their personnel wearing rental garments. The most frequent ranking order from most to least important for all respondents was: 1. Clean. 2. Well pressed and not wrinkled when ready to use. 3. In good repair. 4. Delivered on time without shortage. 5. Packaged to keep laundry clean, etc. 6. Convenient to handle and store. A cross tabulation was run between the results of Question 3 and Question 6. The tabulated data is shown in Tables 6, 8, 10, 12, and 14. The correlations show the relationship between the packaging for each garment and if the garments are satisfactory in terms of the quality variables in Question 6. The top line in each cell is the frequency Of response for that combination of variables. The second line in each cell indicates the percent indicating satisfaction or not responding within the cell, while the third line indicates the percent of the column total indicating the service is satisfactory or not responding. Each of the tables deals with one of the five types of rental garments studied. Table 6 deals with colored uniform packaging and customer satis- faction with the garment in terms of cleanliness, press, packaging, repairs, and not being excessively wrinkled. For the total sample of those using colored uniforms, 94 percent indicated that the laundry ~m.~« wo.~m ~m.>¢ ms.~m oo.ams oo.s~2 m¢.~ ss.¢ e¢.mm «m.so oo.o2 oo.02 om.o o0.o mm.mm 50.00 oo._ oo.~ om.~2 o~.~2 $2.2m 2w.m¢ oo.m¢ oo.2¢ mm.m om.m2 om.mm $0.20 oo.m~ oo.m¢ ~o.- m~.2~ mm.~m so.m¢ oo.~p oo.ms .m oz new 3252? 363m mooxH «OZ causesvoah n h mm .Nm N0 .hlv 0m .Nm NOK¢ 00 .0ha 00 .00H 00 .N 05. J. 0*.wm 0m 40 00 .0g 00 .0“ 00.0 00 .0 00 .0 00 .00H 00.0 00 .m 00A; m0 .3 mm .00 mo .04. 00 .SV 00 .NM 0N .Na mm .0 0a .00 $0 .mw 00 Aw 00 .mm ZN .mN mvém 00 .Nm 00 .wv 00 .3. 00.3. .m OZ .umm madam“ uncommom OZ n .m OZ Amuoh “Gounom n .H. $ 00 .N¢ ¢Z .hm 00 .Nuv a; .5m 00 .v: 00 .Nm; 0¢ .0 mm .m 00 .Nm an .N¢ 00 4.: 00 .2 00 .0 00 .0 00.0 00 .00~ 00 .0 00 .m #0 .0“ mm .0 v0.00 mm .mm 00 .00 00 .mm 0h A. 00 .0H N0 .mm 00 .2. 00 .0“ 00 .Nm 00 .0d 00 .NN 00 .mm 00 .N0 00 .hm 00 .mo .m OZ .umm mammmxomnm 0N.mm Hh.00 0N.0m Zh.00 00.Nm~ 00.¢0N 00.N 00.0 N0.0~ 00.m> 00.5 00.0H 0m .0 00 .0 mm .mm >000 00.~ 00.N ~0.- 00.m~ m0.¢v 00.mm 00.5m 00.h¢ ma.» 0m.v~ ww.~m -.h0 00.¢N 00.0¢ mh.w~ 00.0N 00.N¢ 00.0m 00.m0 00.50 .m oz can mmOhnH “25.8355 OOHOAOU 0 HJMH Kev“ .u.s < as 283. a. H.g. < a. $50 a. H. .s < .s son a. H a. < a. cause .m .H.s <.§. summem a. H .s < :5. hommm m. 16 17 service provided clean garments. This is unexpected since there are Obviously varying degrees of protection against soiling Offered by each of the packaging materials. Colored garments do not show soiling as well as white, which may explain why even twine packaging provided "clean” garments 95 percent Of the time. This opinion is reinforced by the data shown in Table 7, indicating that only 83 per- cent Of the people receiving white uniforms tied in twine were satis- fied with the cleanliness of the garments. The initial press and whether the garments are wrinkle—free when ready to use can be discussed together. Garments packaged in plastic were ranked best in this respect. Sixty-two percent Of the respondents that receive colored garments wrapped in plastic indicated that the garments were satisfactorily wrinkle-free. NO package can replace a good initial press, but it can help reduce com- plaints due to wrinkles received after pressing and prior to use. In over 50 percent Of the cases, twine and paper were not satisfactory in providing wrinkle-free garments. The packaging of colored garments was reviewed as being satisfactory by only 57 percent of the sample. Twine was least satis- factory with only 33 percent Of the respondents indicating satisfaction. Paper was satisfactory to 62 percent of the people who received colored garments packaged in paper. Plastic packages for colored uniforms Seem to have best customer appeal since 78 percent indicated plastic to be a satisfactory package. 18 Since Question 6 is dichotomous, Question 7 was used to allow possible intermediate degrees of satisfaction to be expressed. Cross tabulation of Question 7 and Question 3 will be shown in Tables 7, 9, ll, 13 and 15. Data shown in these tables can be read in the same manner as Tables 6, 8, 10, 12 and 14. All frequencies and percentages are cell values. Table 7 indicates that the packaging and delivery service provide colored garments that are "almost always" clean according to 97 percent of the sample. Plastic packages were credited with "almost always" providing colored garments that were clean 100 percent of the time. Of those indicating colored garments were clean only ”half the time", 55 percent were receiving garments tied in twine only. The data in Table 7 also seems to indicate that colored garments packaged in plastic are better pressed than those packaged in paper or twine. This may be psychological, due to the sales appeal of the "see through" plastic package and not due to a press which is physically supe- Iirior. Garments packaged in paper or tied in twine were only rated as being ”almost always" well pressed by 75 percent of the sample. If we can assume that finishing operations are comparable in various institute member's plants, the package seems to be the important variable in the way the customer views the press of colored uniforms. Paper and plastic packages were credited by 94 percent and 95 percent of the sample respectively with "almost always" providing garments 2Cell values refer to a single combination of two values. 19 that were convenient to store. Twine-tied bundles of colored uniforms were convenient to store for 84 percent of the sample. This may be attributed to the difficulty of maintaining the garments in usable condition during storage since twine serves no protective function. When asked specifically how often garments were maintained in good condition, 85 percent of the sample indicated "almost always". There wereno significant differences between various packaging materials and their ability to maintain colored uniforms in usable condi- tion. White industrial uniform packaging can be evaluated by the cross tabulations shown in Tables 7 and 8. Cleanliness was viewed as satis- factory for 90 percent of the sample. Twine only seems to be the least satisfactory method of packaging for providing white uniforms that are clean, since only 83 percent of the sample expressed satisfaction in this area. Garments with a good initial press and not excessively wrinkled ' when ready for use were satisfactory to approximately 60 percent of the respondents receiving garments in paper or plastic. Uniforms tied in twine only were rated satisfactory by less than 40 percent of the respon- dents. The packaging of white industrial uniforms does not seem to be very satisfactory to the customer. Paper and plastic are rated satis— factory by 65 percent and 55 percent of the respondents respectively. Packaging with twine only was satisfactory to only 38 percent of the sample m5.m m5.m 0044 00 .0 mm .0 00 4 00 .0 00 .0 00 .0 0m .0 50 4 00 4 00 4 mm .0 00 .m 00 .0 00.0 00 .0 O 523500.54 n h 34.253950 n O No .3 N... .3 mm .m 00.04 00.00 00.m cod... 8 .Omm oo .0 0m .0 m0 .0 0m .0 mm .0 40 .00 05 .0 004 00 .00 004 8 .o No .2 oo .o 00.0 00.004 00.0 00.0 00 .m 00 .0 05.0 44 .04 004 04.04 mm.00 mm.5 00 44 00 .0m 00 .m m0.0 m0.04 0m.0 0o .0 0m .00 50 .4 00.0 00 .5m 004 05.0 40.0m M50 00.04 50 .m0 004 00 .04 00 .0: 00.0 m a. o 852.80 coco d4 00:305va 05.0 50.40 05.0 50.40 00.04 00.0m0 00.0 00.5 00.0 00.00 00.0 00.00 00 .0 00 4 00.0 00.004 00.0 00.0 04.0 00.00 00.0 00.00 00.0 00.50 m5.0 00.00 00.0 00.00 00.0 00.50 00.4 50.40 0H.0 00.00 00.0 00.044 00 <. Ohoum OH. 0423:0230 138.. 38qu u .4. s OEHH 03“ admin H m 00 .0 0m .0 00 .00 00 4 00 .04 00 .0 00 .0 00 .0 00 .0 0m .0 0m .04 00 .0 00 4 00 .m 00 .0 40 .0 0m .0 00 .04 O 00 .04 00.04 00.00 50.0 00.04 00.0 00.0 mm .mm 004 00.m 00.04 00.04 004 00.0 00.0 50.0 45.04 00.00 m 3.: 50 .55 00 .000 m0 .0 00 .05 00 .04 m0 .0 50 .00 00 .0 00 .04 00 .05 00 .00 55 .04 00 .00 00 .00 mm .00 05 .m5 00.004 < commonnm 4463 m EH 003.9 voho4o U 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 O 00.0 00.0 00 .0 5 GOUmOOO 5;? 033.9an mmOuU mfimmxomnm 00 005.4. 5 Himm2 mo.- mm.om s¢.oe co.~2 oo.o~ .moz .fim 325.3 >4o>munooxm 32 03850lo n M 00.00 00.40 00.00 00.40 00.50 00.00 00.0 00.0 00.0 00.004 00.0 00.0 54.0 00.4 00.00 00.00 00.0 00.4 00.04 00.0 00.00 00.50 00.04 00.0 00.04 00.04 00.00 00.00 00.04 00.04 50.04 m~.00 40.50 05.00 00.04 00.50 .m OZ .umm onwaom Onaoauomoz n .m OZ 4.30.0 Housman u H. .0 45.00 00.50 ~5.00 00.50 00.40 00.00 00.0 00.0 00.0 00.004 00.0 00.0 00.4 54.0 00.00 00.00 00.4 00.0 m0.04 00.0 00.00 00.50 00.04 00.0 00.04 00.04 00.00 00.00 00.04 00.04 00.0“ 54.00 00.00 04.00 00.04 00.00 . mm 02 4mm Mrnmmxomm” 00 .50 00 .50 00 .00 00 .0 00 .0 00 .0 m4 .0 00 .00 00 .m 00.04 00.00 00.04 0m.0 40.00 00.0 00.00 40.00 00.00 .m.:Z 5.4303330 .1. Jam anHU< ”3000va H < 3 00 .00 00 .00 00 .00 00.0 00 .004 00.0 00.0 00.00 00.0 00.04 5040 00.04 «m.m_ ao.am oo.m2 oo.m~ ¢¢.mm oo.m~ saw amounm .8333 3233?: BE? 0 SQCH 00 .04 00 .00 00 .04 00 .00 00 .04 00 .00 00 .0 00 .0 00 .0 00 .004 00 .0 00 .0 00 4 54 .0 00 .00 00 .00 00 4 00 .0 54 .0 00 .00 50 .04 mm .00 00 .0 00 .00 00 .0 00 .00 00 .0 40 .00 00 .0 00 .00 m4 .0 50 40 00 .0 00 .00 00 .m 00 .00 .m OZ .umm macaw—5040 0 nofiuosO 5;» 033?? H. nuouU animus—Oman mo mun—5H. $0M <5 (H 411-! [Haiti [£13232 hufigfi 5032* In 931-1 4.30 H. .850 xom 6:435 0:33 nommnm 21 22 receiving uniforms bundled in this manner. Table 9 deals with the respondent's estimation of how frequently white industrial uniforms are clean, well pressed, convenient to store and maintained in good condition. The data seems to indicate that institute members are providing white uniforms that are "almost always" clean to 96 percent of their customers. Paper and plastic packages for white industrial uniforms supplied garments that were well pressed and maintained in good condition to 90 percent of the sample. For all other types of rental garments, plastic packages were rated more frequently as providing a superior product than the other forms of packaging. The author cannot explain the fact that paper is indicated as being a better package for white uniforms unless it can be attributed to sampling error or the sample size- being small for this particular cell. Nearly 100 percent of the respondents indicated that garments packaged in paper and plastic were convenient to handle and store. ~ Garments that were tied in twine only were convenient to store for only 83 percent of the respondents. It is the author's opinion that these garments were not convenient to store because of the lack of protection against dust and wrinkling provided by twine. It can be determined from Tables 8 and 9 that there is much room for improvement in satisfying customer needs and demands. The slightly more critical attitude toward white garment service may be due to a belief by customers that white garments are higher quality than 004 00.4 00.4 00.0 00 .0 00.0 00 .0 00.0 00.0 00.4 00 .0 00 .4 00 .0 00.0 00 .0 00 .0 00 .0 00 .0 O 05.0 05.0 00.5 00.0 00.0 00.0 00.0 00.0 00.0 00.0 44.44 00.0 00.0 00.04 00.0 05.0 00.5 00.0 4.4 52.26.906.44 .836qu coco G4 46644404444042 >44mso4mmoo0 n 00 .00 00 4 00 .00 0m .4 00.05 00 .4 00 .0 00.0 00 .004 00 .0 00 .0 00 .0 05 .0 00 .0 00 .004 00 .0 00 .0 00 .0 05 .04 00 .4 mm .00 00 .0 00 .04 00 .4 00.40 00 .0 50 .00 00 .0 00 .54 00 .0 05 .00 00 .0 44.00 00 .0 00 .00 00 .0 < O 54 .0 00 .00 54 .0 00 .00 00 .0 00 .00 00 .0 05 .0 00.0 00 .004 00.0 00 .0 00.0 54 .0 00.0 00 .004 00 .0 00 .m 05.0 00 .00 44 .44 mm .00 00 .0 00 .04 00.0 00.00 00.0 00 .004 00.0 00 .04 0m .4 00 .00 00.0 50 .00 00 .4 00 .00 44 0. 0.4040 0.4. 0454:0280 4.30.4. 4480.34 054.4. 02.44 44.3.4 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 04.4 00.00 004 04 .4 00.0 00.4 00 .0 00 .0 00.0 00.0 00.0 00 .0 O 4.4 00.04 00.04 00.04 00.0 00.0 00.0 00.0 00.0 00.0 45.0 00.00 00.0 45.0 00.04 00.0 00.0 40 .04 00.0 44 .4. s0 00 .00 00 .00 00 .05 00 .0 00 .004 00 .0 45 .0 00 .00 00 .0 00 .54 00 .05 00 .04 00 .00 00 .00 00 .54 00 .50 00 .00 00 .00 0. 00mmoan4 446?. m 8.8433 4433 36:4 3443 0 “4144/44. mmonoas 44469404 u 0. s0 m>m34< 308444 N < 04 .4 04 .4 00 .4 00 .0 00 .0 00.0 00 .0 00 .0 00 .0 04 .4 05 .0 00 .4 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 O 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.0 04 .4 00.0 00.4 04.4 05.0 00.4 4.4 5 coflmosO "404.3 06343an mmOHU wfimmxomm 40 60.4.4. 00 .00 00 .00 00 40 00 .0 00 .004 00 .0 05 .0 00 .004 00.0 40 .00 00 .00 00 .00 00 .00 00 .00 00 .04 00 .00 00 .50 00 .00 0. 48640 ”004 .4. s5 .4 o0 .4 .4. s0 {s0 .4 .4. .0 < .0 .4 .4. .0 < ,0 .4 .4. :0 < .0 .4 .4. 90 «1.0 .4 4.30.4. 3&0 x04 04443.4. 3:24 Hommn4 23 24 1 colored garments. This is consistent with Mr. Neely's findings that institute members were generally using more sophisticated packaging on white garments than on colored garments. Ninety-one percent Of the coverall and jacket customers surveyed indicated that the garments they use are satisfactorily clean. Detailed data is shown in Tables 10 and 11. Table 11 shows that only one subject felt that therental service was not supplying garments that were "almost always" clean when packaged in paper or plastic. Coverall and jacket finishing was rated as ”almost always" good by 75 percent of the respondents. Only 56 percent Of the sample indicated that finishing was satisfactory. Coveralls and jackets packaged in plastic attained a twelve percent higher indication Of satisfaction. This once again illustrates how garments which may not have a physically better finish are judged superior due tO the influence of the package. Table 10 points out a significant difference in how coverall and jacket customers view various packaging materials. Seventy-nine 1 percent Of the respondents receiving garments packaged in plastic were satisfied with this as a package for their garments. Only 63 percent were satisfied with paper as a package and only slightly over one—third, or 26 Of 64 respondents, were satisfied with having jackets and coveralls tied in twine only. Paper bundles were more often indicated as providing garments that are maintained in good condition and not excessively wrinkled than were plastic wraps. At the same time, however, the plastic package No.w¢ wo.4m ~o.m¢ «c.4m co._o oo.mo 40.4 40.4 co.cm cc.cm cc.m oa.m «m.c oc.o oo.oc4 oo.o oo.4 oc.o -.m~ se.o_ ~_.wm ow._¢ oc.m¢ oo._m as.» so.» oo.s¢ «o.~m oo.o~ oo.m4 mc.m_ ~_.m~ ev.am em.oe co.m~ oo.m« .m oz saw 325:: >4o>4uo0834 aOZ 50:04.00." .4 n .4 00.00 05.00 00.00 05.00 00.00 00.004 04.0 00.4 50.00 00.00 00.0 00.0 00.0 00.0 00.004 00.0 00.4 00.0 00.54 00.00 00.00 05.00 00.00 00.00 05.04 00.5 00.00 04.40 00.00 00.04 00.04. 00.00 00.00 04.00 00.00 00.00 . 4 OZ Jew undflfivm ondoauom OZ u .4 OZ 4.30.4. 4:00.34 u .4. .0 04.00 00.00 04.00 00.00 00.00 00.004 40.4 40.4 00.00 00.00 00.0 00.0 00.0 00.0 00.0 00.004 00.0 00.4 40.00 00.04 00.00 04.00 00.00 00.00 05.0 00.04 00.00 40.05 00.5 00.50 00.04 04.00 00.00 00.00 00.00 00.00 . 44 OZ Jam “finwmxomm” 3340.3. was 3493.50 00.00 40.00 00.00 40.00 00.00 00.004 00.0 00.0 50.04 00.00 00.4 00.0 00.0 00.0 00.0 00.004 00.0 00.4 50.00 00.04 05.00 00.50 00.00 00.00 40.0 50.04 00.00 00.50 00.44 00.00 50.04 40.40 00.00 00.00 00.40 00.00 . 4 OZ Jam a mean 04 44144ocmd0muh 313849300 00.0 00.50 00.0 00.50 00.04 00.004 00.0 04.0 00.0 00.00 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.0 00.40 00.44 05.00 00.5 00.00 00.4 05.04 00.04 40.00 00.0 00.00 04.0 44.50 00.5 55.00 00.0 00.00 04 < 554044500 0000 Q4 455.3532 ll Ch. 00 CO OO O 00 0 000 000 O O 00 .0 00 .0 00 .0 00 .0 55 .0 00 .0 50 .0 00.0 00 .4 00 .0 00 .0 00 .0 00 .0 50 .00 00 .0 50 .00 00 .0 00 .004 50 .0 00 .0 50 .04 00 .00 00 .4 00 .0 00.0 50 .0 00 .0 00 .004 00 .0 00 .4 00 .0 50.00 00.0 00 .00 00 .0 00 .04V 00 .0 00 .04 00 .0 00 .00 00 .0 00 . 0 50.0 00 .00 00 .0 $0.00 00 .4u 00 .50 4.4 < 0.4000 0.4. HGO4GO>GOU 430.4. unmoumnm OBS. 0440 0404.4 00 .0 00 .0 00 .04 00.0 00 .0 00 .0 oo .o oo .o oo .o 00 .0 3.: oo .2 S A 3.... 8 .N mm .N co .0 8 .v o .4. .0 4.4 04.04 00.04 00.00 00.0 50.04 00.4 00.0 00 .004 00.4 00.0 00 .04 00.0 00.0 00.0. 00.4. 00.0 50.04 00.44 44 00 .05 00 .05 00 .004 00.0 00 .00 00.0 00 .0 00 .0 00 .0 05 .00 40 .05 00 .04V 00 .44 00.00 00 .00 00 .00 50.55 00 .40 < 45m mmhn4 448$ 44 MJmOU mmono< 0480qu u < .0 94.95440 ”505440 N < 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 0*.0 40.00 00.0 40.00 00.0 00.004 00 .0 00 .0 50.04 00.00 00.4 00.0 00.0 00.0 00.0 00.004 00.0 00.4 00.0 05.50 00.0 00.00 00.¢ 00.00 00.0 00.04 00.0 00.004 00.0 00.40 00.0 40.50 $0.4 00.00 00.4 00.00 04 < amo4U 5 GOSmOOO c4043 03323.4. mmOHU mc4me40mn4 00 00.4.4. >Ov4 H. :0 .4. .0 < .0 .4. .0 < .0 .4. .0 < .0 430.4. 3&0 xom 0433.4. gamma hwawm 26 27 was considered more convenient to handle and store. A plastic package with a paper-board base would combine the merits of both packagesflfor coveralls and jackets. The plastic would allow the customer to see the garment and, at the same time, the paperboard base would help prevent the garments from being wrinkled. Another advantage of this combination package would be its increased ease of stacking. Tables 12 and 13 show how white uniform shirt customers view their rental service. As it has been for all previous garments studied, white uniform shirts are thought to be satisfactorily clean by 90 percent of the users and ”almost always” clean by 97 percent of the users. It seems safe to conclude that the problem facing industrial laundries is not getting the garments cleaner, but finish- ing, repairing and maintaining the garments in good condition until the customer is ready to use them. The data indicates that the customers are not very well satis- fied with the press of the garments they receive. However, as seen in other cases, garments packaged in plastic have a much higher percentage indicating the finishing to be satisfactory. In Table 12, we see that plastic packaged garments are viewed as having a satis- factory press by 72 percent of the customers, while the average for paper, twine, box and other forms is on1y53 percent. White uniform shirts wrapped in plastic were termed "almost always" well pressed by 88 percent of the respondents renting garments packaged in plastic. $0 .5$ $0 .5$ 00 .00 00 .$ 00 .05 00 .0 $5.0 00.05 00.5 $0.0 00.$0 00.04 $0.0 00.00 00.04 40.54 00.0$ 00.40 .m OZ 0$ .00 0$ .00 00 .$0 $0.4 00 .00 00.0 0$.0 00.00 00.0 00.0 0$.0$ 00.04 50 .04 50.00 00.$0 0$.00 00.$0 00.00 .000 323.3 0490.4» mouxm “OZ >ocvd0vu .m n .m $0 .40 00 .0$ $0 .40 00 .0$ 00 .00 00.00 04 .$ 0$.0 00 .00 00 .50 00 .0 00 .0 04 .$ 04 .$ 00 .00 00.00 00.0 . 00.0 00.0 $0.0 0$.0$ 00 .$0 00 .04 00.04 00 .04 40.54 50 .4$ 00 .00 00 .04 00 .40 00 .00 05 .$4 50 .00 04.00 00 .00 00 .04 .44 OZ .30 944044044 024044030 OZ u .44 OZ 430.4. 0450an u .4. .0. 00 .4$ 00.00 00 .4$ 00 .00 00 .40 00 .45 $0 .4 00.$ 00 .00 00 .05 00 .0 00 .0 0$.0 $5 .0 00.00 00 .05 00 .0 00 .5 0$.44 00 .0 $0 .00 00 .00 00 .$4 00 .0 00 .0 0$ .00 00 .00 $$ .00 00 .44 00 .00 40.54 0$ .00 000$ 00 .$0 00 .40 00 .00 .44 OZ .30 0444094090 3.3.8 883.5 353 0.4303330 u .30 mmouo< «coupon u < .0 00.4$ 00.00 00 .4$ 00 .00 00 .40 00 .45 00.0 00.0 00 .00 00 .00 00.$ 00.$ 04 .$ 04 .$ 00 .00 00 .00 00.0 00 .0 00 .0 0$.44 00 .00 $0.00 00 .0 00 .$4 00 .0 40 .40 05 .50 00.05 00 .04 00 .00 50 .04 00 .04 54.00 00 .5$ 00 .$0 00 .00 .m 02 .00m mmvnn4 04 amcfl. 00 .0 00 .00 00 .0 00 .00 00 .44 00 .44 4 00 .0 $5 .0 00 .04 00 .50 00 .4 00 .5 00 .0 00 .5 00 .04 00 .00 00 .4 00 .0 00 .0 00 .04 00 .0 00 .004 00 .0 00 .00 0$ .0 00 .50 00 .0 50 .40 00 .0 00 .00 00 .$ 05 .00 $0 .04 00 .00 00 .0 00 .0$ .44 OZ Jam amonfldmgu 0 44043090 4404.3 4.0342”? .4. 30.40 mfimdxumnm no on.» .4. 00M .4. .0 c. .0 430.4. .m .4. .0 < .0 5.00 .4 .4. .0 < .0 .80 m .4. .0 < .0 «534. .m .4. .0 < .0 3.33 .m 4. .0 < :0 ummmm .4 28 00.0 $0.4 4$.0 00.0 0 00.04 00.04 00.44 00.0 00.0 00 .0 00 .0 00.0 00 .0 50.0 00.0 00.4 00$ 04.04 00.0 00.$ 40.04 00.0 4.4 >ocms00hh 044044049300 4$ .00 00 .$ 4$ .00 00 .$ 00 .00 00 .$ 00.0 00.4 00 .004 50 .04 00 .0 00 .4 00 .0 00 .0 00 .004 00 .0 00 .0 00 .0 00 .04 00 .4 5$ .00 00 .0 00 .54 00 .4 $0 .00 00 .4 50 .00 05 .0 00 .00 00 .4 04.00 00 .4 00 .40 «0 .0 00 .00 00 .4 < O €50.80 eooo E 333:32 5 440430.90 44043 030445.04. mmOnU 0G4mmxomn4 00 0440.4. n4 0 00 .$ 04. .40 00 .$ 3.40 00 .$ 00 .00 00.0 00 .0 00.0 00 .00 00 .0 00 .0 00 .0 00 .0 00 .0 00 .004 00.0 00 .0 00 .4 00.54 00 .0 00 .00 00 .4 00 .04 00 .4 00 .00 05.0 00 .00 00.4 00 .00 04 .0 00 .00 00 .0 04.40 00.0 00 .40 4.4 < 0.4000 0.4. 048448.500 430.4. unvonmm u .4. .0. 2.5.4. 2: :mm ... m 00 .0 00 .0 00 .0 00.0 00.$4 00.4 00.0 44.44 00.4 05 .0 00 .04 00.0 00.0 00 .0 00 .0 05 .0 00 .04 00 .$ 0 00.04 00.04 00 .$4 00.0 00.$4 00.4 00.4 00.00 00.0 00.0 00.0 00.0 05.0 00.04 00.$ 0$.0 00.54 00.5 4.4 05 .05 05 .05 00 .00 00 .$ 0$ .45 00 .0 00 .0 50 .00 00 .0 $5 .04 00.00 00 .54 00 .00 00 .50 00 .00 00 .00 00 .05 00 .00 < cum mohn4 44045 3.34.. 8304:: 83.5 04 041404.34. mmono< udmOHOn4 n < .0. m>ms74< 0005440 u 0. “v4 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 00 .0 O 05 .0 00 .50 05 .0 00 .50 00 .0 00 .004 00.0 40 .0 00.0 00 .004 00 .0 00 .5 00.0 40 .5 00 .0 00 .004 00.0 00 .0 00 .0 00 .04 00 .0 00 .004 00 .0 00 .00 00.0 00 .00 00 .0 50.00 00.4 00 .00 00.4 $0 .00 00 .$ 00 .00 00 .0 00 .4$ 4.4 < 440040 .4. .0 «:0 ...4 .4. .0 < .0. n4 .4. .0 < .0 .m .4. .0. <0 n4 .0 .0 .m <2?! .4. .0 < .0 n4 4304. $0.0 xom 04443.4. 0334.4 hommm 29 30 The two most favored package forms for white uniform shirts were plastic wrapped and a box. The plastic wrapped garments were termed satisfactorily packaged by 69 percent of those receiving them in plastic and 70 percent of those receiving shirts in a box were also satisfied with the present package form. The reliability of the data concerning packaging white uniform shirts in a box is questionable since only ten people responded. Although paper was checked as being a satisfactory package by only 54 percent of the respondents, it was credited as doing equally well in maintaining the garments in good condition and being convenient to store in plastic. Executive rentals accounted for only 16 percent of our sample. However, in talking with one laundry manager, it was pointed out that this is a growing element of the rental garment business. Many institute members have not yet added executive rentals to their service. The data in Table 14 and 15 may be of use in developing a service that will satisfy the needs of this new market. Because of the small number of respondents that fall within the scope of Tables 14 and 15, it is necessary to read the data with some reservation. Since only four people were receiving white dress shirts bundled in twine, it cannot be said with certainty that they are repre- sentative of the entire population. The discussion will have to be limited to box, paper and plastic in relation to Questions 6 and 7. The data seems to indicate that cleanliness is not a problem for white dress shirts. 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