Dry cleaning types of services rules of use. Modern dry cleaning services. recommendations of lawyers. Complaints about the quality of the service provided

Undoubtedly, each client values his property. From a purely psychological point of view, he expects understanding from the dry-cleaner's staff, hoping that his favorite suit, evening dress, expensive woolen coat presented for his birthday will be treated with due respect.

In order not to scare away the client, it is not necessary to snatch the clothes brought to the dry cleaning from his hands. After accepting the product, unfold it, inspect it carefully to decide which cleaning method is best to use. Try to listen carefully to the owner's requirements and talk about the types of services available. Agree on the time of receipt of the cleaned item. The client must leave the hotel with confidence that the hotel will keep its promises.

Each product accepted for dry cleaning must be provided with a special tag with individual information regarding the selected type of processing, the presence of stains, repairs, any special instructions. Such a tag must be carefully attached to the product, eliminating any possibility of damage to the fabric or the manufacturer's label, and keep it during the entire processing.

Piles of dirty clothes on the floor are unacceptable. All items that have not been chemically treated should be placed on special hangers. This method makes it easier to classify the load compared to traditional hopper sorting.

It is assumed that the company always operates the machine correctly, uses proprietary detergents and selects the cleaning programs appropriate for the load. Finishing is largely determined by sorting, the main purpose of which is to produce a batch of the same color, texture and degree of contamination to prevent cross-contamination from dyes, fabric flakes and simple dirt.

The preparation of batches for loading must be approached very responsibly. So, for example, in separate batches it is necessary to select products from dark materials, dark woolen clothes, products from blue fabrics, white underwear, waterproof clothing, silk, work clothes, and so on.

Before processing, it is imperative to clean the pockets and areas under the folded parts (collar, lapels, cuffs, valves) with a brush, check the lining for ink stains, determine the strength of the fabric, protect or remove buttons, trim, beads or embroidery.

Spot remover.

Although modern detergents used in dry cleaning are highly effective, there are some stubborn stains (eg protein stains from some glues, paints and vegetable dyes). This is explained by the fact that in the process of chemical treatment, adhesion is enhanced by heat and moisture. For best results, remove these stains beforehand.

The activities of the personnel of the enterprise, where they first clean everything in a row, then lather, clean again and, finally, try to remove stains by chemical means, can hardly be regarded as highly qualified. The goal is to ensure that the laundry is exposed to mechanical stress only during one machine cycle.

An experienced stain remover should remove the stain while maintaining the look and texture of the fabric. The exception is several types of stains (for example, from cosmetics, dyes and bleaching agents), which strongly change or "tear off" the color.

It should be common practice to test reagents in hidden locations. You may need to repaint or replace threads to restore expensive clothing. It is recommended to have brushes of various colors, sizes and bristle patterns.

Dry cleaning means restoring the appearance of the garment as closely as possible to its original appearance. As a rule, this operation causes most of the complaints. It is therefore essential that the equipment is correctly adjusted, has a well-fitted elastic cover and effective suction (vacuum). The garments must be free of traces of gloss, vacuum or internal seams and lining. The shape of the product must be restored completely. The professional finisher even resorts to using a certain amount of moisture, pressure and heat to achieve the desired result without altering the look and structure of the fabric. And it's no surprise that the best dry cleaners have highly trained finishers.

Hang the cleaned product on the display hook. It is recommended to protect the collar, shoulders and sleeves of delicate linen from damage with tissue (cosmetic) paper. The hangers must be correctly sized and shaped. When handing over the product to the customer, be sure to pack it to protect it from contamination.

Sorting: by color and not only

Sorting dirty things is easy, right? Dark in one pile, white in another. This is a good start, but if you really want your washed clothes to look great, you need to sort them by soiling and by nature as well.

Sorted by color. Separate white from colored, bright from dark. When in doubt, read the labels. If it is said to wash separately, then the dye may fade. Even a small amount of it, hitting another thing, will not only distort its color, but also create the impression of untidiness.

Sorted by contamination. Separate heavily soiled or greasy items from items that only need to be freshened up a little. Otherwise, excess dirt will settle on the latter, and even after washing, white will turn out to be grayish or yellowish, and color - dull.

Sorting by material and sewing. Separate loose and chunky fabrics from other fabrics, as well as items with fine finishes or loose seams that may fray. They require a relatively short wash cycle with less vigorous stirring. To wash things that give fibers (fleecy sweaters, mohair blouses, terry towels, flannel pajamas), separately from what collects them (things made of synthetics, dark fabrics, corduroy).

Preparing clothes for washing:

Empty pockets. Take out lipstick, paper (especially covered with writing), candy, pencils and so on. Keep a brush handy and clean the cuffs of dirt and adhering fibers;

Zippers and Velcro straps. This measure will protect them from breakage of the teeth, from a decrease in working qualities;

Tights in a bag. To wash tights, stockings and things with long ties in special mesh bags - this will protect them from tears and dropped loops.

Dry cleaning process.

Description of functions:

The first stage - Primary sorting of clothes.

Admitted to the dry cleaning shop is sorted according to the following criteria:

a) Type of clothing (jacket, trousers);

c) The texture of the fabric;

d) The complexity of the pollution;

e) By orders;

f) By the method of cleaning.

The second step is to remove stubborn stains.

On clothes, stains are removed with special chemical agents, depending on the nature of the stains (oil, fat, coffee, ketchup, etc.), before putting them in the dry cleaning machine.

Work can only be carried out on specially designed for this:

1. Spotting table, using a gun for steam and air and a gun for liquid;

2. Pre-spotting booth with constant suction, water gun and chemical rack.

A stain removal process is essential as stubborn stains cannot be removed with solvent in a dry cleaning machine.

Third stage - Secondary sorting of clothes (intermediate).

Clothes are sorted in portions, by weight, by the degree of general contamination, and also according to the loading capacity of the dry cleaning machine.

Fourth stage - Chemical cleaning in a car, in a bath with a solvent.

The clothes are put into the perchlorethylene-powered dry cleaning machine according to the loading capacity. The machine control system has a program for controlling the process of chemical cleaning of clothes, according to its classification and the degree of contamination. The duration of the cleaning process for each batch of things is set by the apparatchik and ranges from 40 to 70 minutes. Moreover, the more perfect the system of programmed control of the machine, the faster and better the process of chemical cleaning takes place. In the dry cleaning machine, the final cleaning of things from general dirt takes place.

Fifth stage - Tertiary sorting of clothes.

After the end of the chemical cleaning program in the machine, the clothes are taken out and the degree of cleanliness is assessed in order to determine the feasibility of re-cleaning, if necessary, the program is repeated. Then the clothes are sorted by type (style) for distribution according to the methods of steam treatment.

Sixth stage - Steaming.

Clothes sorted by type (jacket, trousers, shirt) are sent for steam treatment and air blowing to specialized steam dummies and an ironing table. Each type of steam dummy has its own area of application. On some, only trousers are steamed and stretched, on others only shirts, on others only jackets and coats, to bring things into proper form after treatment with a solvent. The ironing table is used for finishing clothes with a steam iron (arrows on trousers, cuffs, jacket lapels, etc.). Steam-treated clothing is transferred to packaging.

Seventh stage - Repair.

Sewing on temporarily removed fittings (stripped upon receipt if it can be damaged by perchlorethylene). Sorting items into sets for packaging.

Eighth stage - Packaging.

The cleaned clothes are placed on special disposable hangers (or hangers with a lining for trousers) and packed on special packaging machines in plastic wrap, which is located on the packaging machines on a drum with a "sleeve".

Cleaning carpets and dirt.

If you decide to fully understand all the nuances of carpet cleaning, you should take a closer look at the problem of carpet pollution. Removing dirt from a carpet is difficult, as there are many different factors that influence the cleaning result of carpets. Some of the factors are beyond the control of anyone, but most of them we are able to control. Carpet cleaning results are maximized by using factors that are controllable and adjustable.

High-speed carpet cleaning.

Indoor carpets resemble a filter that traps dirt, gases, dust and other unwanted substances that contribute to carpet contamination. Most of all existing pollution is brought into the house by people, because it is they who trample on the carpet in dirty shoes, it is they who put dusty bags, throw smelly socks and so on. The rest of the pollution is a by-product of many human activities. We will not dwell on this, because you need to understand what pollution is and how to get rid of them by cleaning the carpet.

There is an elementary concept of the aforementioned term, pollution is foreign substances that are different from the fabric and materials from which the carpet is made. It is to rid the carpet of dirt that entire carpet cleaning enterprises have been created.

There are two types of pollution - real and apparent. A substance that has penetrated deep into the carpet fibers, and at the same time changes the appearance of the carpet in a negative direction. These contaminants include pet hair, dirt, dust, sand, tiny food debris, and so on.

Principles of cleaning carpets from any dirt.

The process of cleaning a carpet or any textile surface includes the following steps: dry cleaning of carpets, after dry cleaning, the carpet must be washed (wash out all the dirt), rinsed (remove all contaminants - extraction method) and dry (drying process). The exact sequence of the last steps of cleaning carpets may not be followed, as the carpet can be washed before or after drying, sometimes rinsing the carpet after it dries, and so on.

Stages of carpet cleaning in more detail.

The first stage of carpet cleaning. Vacuum cleaning with a vacuum cleaner - dry cleaning of the carpet.

Recently, this significant stage has been overlooked, and this is undesirable, since dry cleaning of carpets is very important. By vacuum processing, 80% of the contaminants can be removed. That is, it is highly discouraged to overlook the stage of dry cleaning of carpets. Carpet vacuum cleaning is best done with a professional vacuum cleaner, it will efficiently suck in most of all dirt. Some also use a pile lifter (translated from English - a pile lifter). It is recommended that you do not neglect the special carpet cleaning brushes if the carpet pile is long enough and loose.

The second stage of carpet cleaning. Flushing out contaminants.

This part is the key to a good carpet cleaning. Dirt and dust are separated from the carpet fibers by extraction. Remember that during the extraction it is advisable to make every effort, to use only professional equipment and high-quality cleaning agents.

The effectiveness of washout during carpet cleaning is determined by the following components:

1. Water and its temperature;

2. Application of effective cleaning agents and their action;

The extraction step of cleaning the carpet in general can be compared to a cake that consists of four equal layers. But if you get a better look at the cake itself, it turns out that variations in the sizes of these layers do exist. reduce the first layer, then it is extremely important to compensate for this by increasing the second layer, in short, the size of the cake should not decrease. The effectiveness of carpet cleaning is meant by the cake, and naturally, it should be at the highest level, that is, the cake should not be small.

The third stage of carpet cleaning. Extraction.

Substances that contaminate carpets must be removed in a timely manner, this is what extraction is intended for, which must be given special attention when cleaning carpets. The extraction step is responsible for removing dirt and chemical solution from the surface of the carpet, making the fibers clean and free of dirt and chemical residues. This stage of cleaning carpets can be followed before the drying process, when cleaning the carpet with steam (wet extraction), or after it (using special powders and shampoos, which are removed after drying with a professional vacuum cleaner).

The fourth stage of carpet cleaning. Laying the pile.

Carpets made of nylon or wool should be piled before drying, as the pile needs it as much as a woman needs to style her lush hair. Woolen carpets may have slight swirls or streaks, less often both. Such traces of carpet cleaning must be removed immediately, because if you postpone laying the pile for later, then the laying process will require more effort on the part of the person who is cleaning the carpet.

The fifth stage of carpet cleaning. Drying.

The drying process is necessary in order to remove any remaining water, chemical solution and other liquids from the carpet fibers after the carpet has been cleaned, as the carpet must return to its former well-groomed appearance. Drying should be carried out immediately after cleaning the carpet, this is necessary in order for the owner to have the opportunity to use their premises again, and to prevent waterlogging, which will lead to the appearance of unpleasant odors, mold, re-pollution, the development of bacteria, microorganisms, and so on. The room in which the drying is carried out must be well ventilated, then the drying process will not take much time. If there is not enough ventilation, cleaning the carpet will be in vain and, in addition to mold, the air quality will also deteriorate.

Dry cleaning equipment

The basic set of equipment in different firms, of course, has a number of differences. But the basis of any dry cleaning service is made up of: a dry cleaning machine, stain removers and ironing equipment. If we consider a large dry cleaner, then the range of its equipment will be somewhat wider. Naturally, you can't do without a dry cleaning machine. The machine itself consists of a washing, drying section, a distiller, pumps for liquids, filters. The textile machine is designed for processing textiles only - leather is cleaned with other equipment. Also an integral part of any dry cleaning is a stain removing table or cabinet. Pollution is usually treated with perchlorethylene. Next comes the finishing equipment for cleaned linen. These include an ironing table, steam dummies, a universal press, specialized presses for collars, trousers, etc.

The capacity of the equipment is determined by how many kilograms a given machine can load (average load - 15 kg). But to increase the turnover of dry cleaning, it is required not to purchase more powerful equipment, but to increase its quantity. Accordingly, for example, 2 dry cleaning machines require 2 ironing tables, 2 steam dummies and, of course, an increase in the number of employees.

Recently, the technology of water cleaning has been spreading, it also requires the appropriate equipment. The technology is inexpensive, but requires premises, since drying is necessary here. Aqua cleaning is a very delicate cleaning designed for fabrics that cannot be exposed to perchlorethylene: silk, rubberized fabrics, down jackets - products that simply cannot be washed otherwise. Fabrics decorated with rhinestones also fall into the category of products for gentle cleaning. A particularly difficult situation arises with them. When washing, there is a risk that the rhinestones will simply come off, and when dry-cleaned, they melt. Therefore, the only solution is to resort to water cleaning. The processing process is carried out with distilled bubble water, and then the product is gently dried. Fortunately, hotel visitors are mainly business people, businessmen and, above all, suits and formal blouses, that is, those clothes that can be taken to dry cleaning, come to the cleaning.

But today in high-class chain hotels, in most cases, there is already laundry, dry cleaning, and water cleaning.

Many customers who bring things to dry cleaning expect a little miracle, thinking that when they take their clothes back, they will look like new. But their expectations are not met, and reproaches begin that dry cleaning workers do their job poorly, and the price of services does not match the quality. Such firms, as a rule, carry out the following work: dry cleaning, and the provision of laundry services.

To avoid various misunderstandings, the receiver must not only accept the product for dry cleaning, but also warn about its results.

Tactfulness, politeness and benevolence are the main qualities that an employer must have in his work. Do not think that this profession does not require responsibility and certain knowledge. The work of an inspector is laborious and rather complicated, since it is he who communicates with clients, and by the nature of his communication, the first impression of dry cleaning arises.

First, you need to invite the client to personally check the pockets of the product that he will be handing over. Sometimes there are times when people forget money, phone, pens and other items in their pockets. This will avoid unpleasant questions and clarifications when returning items. It is also necessary to do this, since some objects during the cleaning process can spoil the product, for example, leaking paste from the handle or a rupture of the product due to accidentally forgotten keys.

Special attention should be paid to clothing accessories. After dry cleaning, customers usually carefully inspect the products, so the receipt should indicate the number of buttons and their condition, the presence of removable fasteners, straps and other small parts. The fasteners on the clothes should be checked for serviceability in the presence of the client.

Clothes are inspected from the front and the inside. To determine the deformation of the product or the condition of the lining, you need to inspect the product in a buttoned state. The lining should not protrude beyond the hem or sleeves.

To determine the burnt spots on the product, it is necessary to raise the collar, remove the belt and cuffs, and compare the color of the fabric in these places in relation to the entire product. Most often, red, green and blue colors fade regardless of the type of fabric from which the product is made. If there are burnt spots, it is imperative to draw the client's attention to this, as many people mistake the discoloration for ordinary dirt.

Particular attention should be paid to the manufacturer's logo or its absence. It is important to remember that well-known brand markings on a lining are not always indicative of authenticity. On the shelves of the markets, you can often find clothes with labels from Versace, Hugo Boss or D&G. The discrepancy between the indicated size of the thing and the actual one should also alert.

Kurgan 2003 KSU Kuchin A.A.
Contents p.

2. Description of the enterprise

3. Description of the industry

4. Description of services

5. Description of the market

6. Production plan

6. Schedule of work

7. Risk assessment

8. Financial plan

9. References

Applications

The aim of the project is to offer an investment in a dry cleaning enterprise. To open an enterprise, it is proposed to lease the production area of the former dry cleaner, make repairs and purchase the necessary equipment.

The organization of such an enterprise was proposed due to the fact that today the sphere of consumer services has undergone major changes. The provision of dry cleaning services has practically ceased. The deterioration of the equipment of the former state-owned dry cleaning factories led to a sharp reduction in the volume and quality of services provided. However, the demand for dry cleaning services is quite high, since it becomes more profitable for the population to restore their consumer qualities to products than to bear the costs of purchasing new ones. It is planned to provide high-quality services to the population through the use of modern technologies in the field of dry cleaning.

The cost of the project is 989,554 rubles, including registration and obtaining a certificate. Of these, 90% of the capital is borrowed funds.
The possibility of taking a loan from a bank for the purchase of equipment is being considered. The loan is provided for three years at 25% per annum. Equipment purchased with a loan is used as collateral.

Already in the fifth month of the dry-cleaner's activity, it is possible to receive a net profit in the amount of 80,000 rubles.

2. DESCRIPTION OF THE ENTERPRISE

The enterprise "Chistyulya" is located in the city of Kurgan on Lenin Street
46. This is a private enterprise founded by an individual. The organization covers an area of 134 sq.m. The equipment is located in a separate room.

Dry cleaning enterprises provide cleaning services for clothes made from various materials; textiles; feather-down and carpets; children's soft toys; hats and overalls. The largest volume of services is provided in the autumn-spring period of work.
Until recently, the sub-industry was in a state of crisis. The reasons were subjective and objective factors:
... rapid rise in prices for equipment, spare parts, chemical materials;
... increase in the cost of energy resources, water, rent, transport, communications;
... the emergence of all sorts of "additional costs" - obtaining permits, taxes, all kinds of fines, penalties, etc .;
... moral and physical aging of the existing technological equipment park, destruction of the equipment and spare parts supply system;
... multiple reduction of the apparatus for managing household and communal services in cities and regions (where 1 - 2 specialists are currently involved).

The current goals and objectives of the laundry and dry cleaning sub-industry are:
... reconstruction and technical re-equipment of enterprises through long-term investment loans and leasing of technological equipment;
... more efficient use of real estate of enterprises;
... introduction of advanced technologies, new types and forms of service;

reducing the cost of processing one kilogram (unit) of clothing and linen.

The Chistyulya enterprise assumes a management structure consisting of two workers, a dyer, an inspector and a driver. (Fig. 1)

Management structure of the enterprise "Chistyulya"

| Enterprise |
| "Clean" |

3. DESCRIPTION OF THE INDUSTRY

The consumer services industry is growing today. In the city of Kurgan, the volume of personal services per capita is growing from year to year. An increasing number of people day by day resort to household services. At the modern pace of life, a modern person simply cannot do without these services. This also applies to dry cleaning services (Fig. 2).

Volume of dry cleaning services per capita, thousand rubles (since 1999 - rub.)

The list of services offered by our Chistyulya dry cleaner includes dry cleaning and dyeing of clothes made of various materials, textile haberdashery, feather and down and carpets, children's soft toys, hats and overalls. That is, it covers a wide range of services for cleaning products according to the needs of the population. The purpose of organizing dry cleaning is to make a profit by providing services to the population. The organization will be located on Lenin Street in the city of Kurgan.

The monthly rent will be 5040 rubles. In order for the premises to meet all the requirements (see regulatory documents for laundry and dry cleaning enterprises; requirements for the location and volumetric-spatial solutions of enterprises; sanitary and hygienic requirements), it is necessary to make repairs. The cost of repairs, according to the construction organization, will be 70,000 rubles. It is planned that repair work, installation of equipment, commissioning work will be carried out within two months. The project stipulates that the owner of the dry-cleaner is a private entrepreneur who must meet all his property obligations.

It should be noted that the cleaning of various types of clothing is seasonal. Autumn and spring are the busiest periods. The volume of services sometimes increases several times. The largest number of orders falls on clothing made from leather, suede and tanned leather.

Among the competitors, one can single out the dry-cleaner of the "Chaika" association, and
"Euro dry cleaning"

To achieve high competitiveness of the organized enterprise, it is assumed to use high-tech imported equipment, reasonable pricing policy and quality of services, short lead times.

4. DESCRIPTION OF SERVICES

The main services of dry cleaning are standard high-quality cleaning of all types of clothes of various materials. High-tech expensive equipment will be used to provide this type of service. Special chemicals will be used in the production process.

Dry cleaning services provided by Chistyulya will include:

1. cleaning of textiles;

2. cleaning of fur products;

3. cleaning of leather, suede;

4. cleaning of tanned leather products;

5. painting.

The advantage of the proposed dry cleaning will be the execution of orders according to a strict scheme:

Acceptance of products;

Sorting products and completing batches;

Removal of specific dirt (stain removal);

Cleaning of products;

Impregnation of products;

Damp heat treatment;

Quality control.

Cleaning will be carried out using modern technology, which will ensure high quality services.

Analysis of the work of existing competing firms revealed the existence of certain opportunities for the provision of services. This is a shorter delivery time (a week or less) and more flexibility when cleaning small orders. It is supposed to organize comfortable conditions for clients in the room (newspapers, magazines, music). Acceptance and delivery of orders, both for individual consumers and for consumer organizations, will be provided at the reception point of dry cleaning or with the help of a receiver who accepts orders from home. Dry cleaning "Chistyulya" will have advantages in the quality of services provided, manufacturability, breadth and timing
(Table 1).

Table 1

Assessment of the main indicators of firms - competitors
| Characteristics | "Chistyulya" | "The Seagull" | "Evrokhimchistka" |
| breadth of services | 5 | 2 | 5 |
| Quality | 5 | 2 | 4 |
| Used | 5 | 4 | 4 |
| technology | | | |
| Terms of execution | 5 | 3 | 3 |

When assessing the main indicators of firms, 4 indicators were compared on a 5-point system. For example, our enterprise and the enterprise "Eurokhimchistka" undertake cleaning of products made of any materials and any complexity of pollution, unlike "Chaika", which does not risk taking on difficult work in fear of ruining the thing. The newest equipment, modern methods of cleaning, high-quality chemicals, original know-how and teamwork of the personnel make "Chistyulya" the first among its competitors. Convenient location of the enterprise, individual approach to each client, discounts for regular customers, home delivery of linen, work without lunch and seven days a week.

5.DESCRIPTION OF THE MARKET

The demand for dry cleaning services is determined by the need for periodic sanitary and hygienic processing of linen and clothing.

Currently, the Kurgan market for dry cleaning services is growing.
Against the background of the decline in this area since the beginning of the 90s, the volume of services offered by the city's dry cleaners has been increasing in recent years, and the demand for dry cleaning services is growing. The existing service providers cannot cope with the volume of orders. As a result, the terms of services have increased. Analysis of potential consumers of dry cleaning services shows that the target group includes residents of the city of Kurgan aged 25-60, whose income is more than 3000 rubles per person per month, with a frequency of visits 1-2 times a year. Consumers of this category are beneficial because there are the most of them in the city.

To consumers who use dry cleaning services 3 times a year with an income of over 7,000 rubles. between the ages of 25 and 60, are regular customers
"Euro dry cleaners". This type of customers is the most profitable, since the presence of such customers ensures a stable profit.

Consumer segment with income up to RUB 3,000 with the frequency of visiting the dry cleaner less than or once a year at the age of 25 to 60, these are potential clients of the Chaika dry cleaner.

Target segment of consumers of dry cleaning services

frequency of visits, once a year age, years

up to level 25 monthly

income (rubles) up to 3000 3000-7000 above 7000

More than half of the citizens with high incomes believe that the main reason for the rare use of the services of consumer services organizations for them is the low quality of service. The same argument is also strongly expressed among consumers with average incomes (Table 2) Based on the questionnaire survey (see Appendix).

table 2

Priorities of individual clients in relation to the services provided

(% of respondents)
| Desired conditions | The level of income of the population |
| provision of services | (for 1 family member per month, rubles) |
| | up to 3000 | 3000 -7000 | more than 7000 |
| Lower prices | 71.3 | 64.8 | 10.8 |
| Shorter terms | 8.1 | 12 | 16.5 |
| Higher quality of services | 16.1 | 25.4 | 32 |
| Location in the area | 7.1 | 7 | 4.8 |
| Accommodation | | | |

This group of consumers has experienced an increase in consumer standards for the quality of laundry and dry cleaning services. In addition, there are serious problems in the territorial and price accessibility of services due to the peculiarities of the development of consumer services during the transition to market conditions. In the territorial context, in Kurgan there are not enough dry cleaning enterprises in the Central District,
Zaozernom, Ryabkovo, Energetics. The most provided services of laundries and dry-cleaners in general are residents of the city in the area of the Children's Park and hotels in Moscow.

The proposed dry cleaning area will be where there is a large unmet potential demand for dry cleaning services and there are no competitors. In this regard, the pricing for the services provided was selected taking into account the existing prices of the competitor “Eurokhimchistka”.
At the same time, it is assumed that the level of prices will correspond to the chosen image of dry cleaning: an offer of high-quality and affordable services for residents of the area.

Currently, there are two dry cleaners in the city. who perform
5105 orders per year. Dry cleaning company "Chaika" occupies 31% of the market,
Eurokhimchistka - 69%.

In terms of the quality and completeness of the services provided, dry cleaning data significantly differ from each other (Table 3).

Table 3

Main competitors
| Characteristics | "Seagull" | "Evrokhimchistka" |
| Types of services | 2 | 5 |
| Quality | 2 | 4 |
| Price | 4 | 4 |
| Terms of execution | 3 | 3 |
| Location | 3 | 5 |

The low quality of services provided by Chaika OJSC is due to the deterioration of equipment and the use of ineffective chemicals. Dry cleaning does not guarantee quality service.

The most competitive enterprise is Eurokhimchistka.
It uses modern equipment using high-quality imported chemicals. The company has worked for three years in the dry cleaning services market and achieved a significant market share (69%); this is the only dry cleaning company that has achieved a high level of quality in the provision of services. This dry cleaning is located on the street. Gogol 10, in the area of the children's park.
Potential clients are residents of nearby houses and areas. Due to the increased demand of the population for services, the lead time has increased, the dry cleaner does not have time to process the incoming number of products.

Analyzing the capabilities of the main competitor Eurokhimchistka, our organization chooses a strategy that is a combination of two competitive strategies: a strategy of solid introduction to the market of products and a strategy of introducing innovations.
"Eurokhimchistkoy", with the aim of attracting customers and capturing market share. Upon achieving sustainable competitiveness, the organization provides for a slight increase in prices for services that are more in demand in this season, and a decrease in prices for services that are in little demand.
- slightly below the average prices of the main competitor. The "base" prices for various types of processed products are as follows (Table 4).

Table 4

Prices for basic dry cleaning services (rubles)
| Types of processed products | Price | Competitor prices |
| | «Cleanliness | |
| |» | |
| | | "The Seagull" | "Evrokhimchistka" |
| Textiles | 284 | 200 | 290 |
| Products from natural furs | 515 | 450 | 600 |
| Products from leather, suede | 850 | 600 | 900 |
| Products from tanned leather | 900 | 600 | 1050 |
| Dyeing | 700 | - | 900 |

The innovation strategy assumes extended service and a flexible system of discounts. Our dry cleaning service will provide services for the acceptance and delivery of things requiring cleaning to your home, i.e. the client does not need to deliver things to the collection point and pick them up from the dry-cleaner himself.

In addition, regular customers and customers who place an order for a large amount receive certain discounts on services.

Thus, the advantages of our dry cleaning are high-order advantages as they provide a long-term competitive advantage.

As the main consumer segment that our dry cleaning will focus on, these are people from 25 to 60 years old with income from
3000 to 7000 rubles. per month and using dry cleaning 1-2 times a year. We chose this segment because the largest number of consumers in the city has an average income level, which implies a high level of potential customers who will bring profit to the organization. There is weak competition in this segment, because the main competitor, Eurokhimchistka, focuses on the consumer with a high level of income.

One of the main criteria when choosing a dry cleaner for the segment in question is the quality of the service, the term of the service, the breadth of services provided by the dry cleaner and the technology used. We carry out positioning based on these criteria.

The purpose of positioning: to help the buyer to distinguish our dry cleaning services from the range of similar dry cleaning services by some distinctive feature. Positioning is possible on a different basis: on certain advantages or characteristics of services, specific needs of the consumer, comparison and comparison with the services provided by the services of competitors, targeting a specific group, category of consumers, full identification of the characteristics of the services provided with the requests and wishes of consumers.

It is convenient to position a set of services using diagrams that can be shown in the context of various properties (see Fig. 4, 5).

1.quality - deadlines

Scheme of positioning dry cleaning services by quality and terms of performance quality

X high - E

average - H

I I I slow fast very fast deadline

Ch-dry-cleaner "Chaika";

E- "Eurochist"

X-dry cleaning "Chistyulya"

It is possible to improve the quality of services and reduce the terms of service performance through the use of newer and higher quality equipment.

2.the technology used - quality of service

Positioning scheme for dry cleaning services by technology and quality

technologies

modern - X

E obsolete - H

I I I low medium high

Service quality

Technology can be improved by young skilled workers

To accelerate the dissemination of information about dry cleaning, it is necessary to conduct an advertising campaign and develop its strategy.

The developed strategy of the advertising campaign should allow dry cleaning to reach the planned volumes of customer service in a short time.
The purpose of the advertising campaign will be to notify potential customers that a new dry cleaner has opened, which is ready to provide quality services to its potential customers. To attract additional customers, it is advisable to immediately carry out a number of promotional activities (hold a presentation, advertise in the media, provide significant discounts to the first 100 customers, etc.). In order for the advertising campaign to be more effective, it is necessary to conduct a survey of clients who came through the advertisement. To create the image of a dry cleaner, the resulting shortcomings must be eliminated at the initial stage of work.

For promotion, a combination of "image" advertising with advertising of the dry cleaning services themselves will be used:

Presentation of the new dry cleaner to the residents of the district and consumer organizations;

Detailed informing of clients about the types of services and prices;

Working with potential clients to improve and expand the types of services provided.

At the initial stage before the opening of dry cleaning (2 months) for advertising purposes
(development of advertising design, production of signs, submission of an ad in a creeping line, payment of local print media) 15,000 rubles will be spent.

In the future, it is necessary to allocate 1,500 rubles a month for current advertising in the newspaper "Announcements of Kurgan".

6. PRODUCTION PLAN (SCHEDULE OF WORK EXECUTION)

Before the start of activities for the provision of services, it takes three months for the repair of the production facility, commissioning, registration with state bodies. The details of the timing of these events are given in Table 5.

Table 5

Calendar plan
| Name of work | Date | Date | Duration | Cost |
| | start | end | awn, | works, |
| | | i | days | rub. |
| Registration in the state. | 01.01.04 | 01.02.04 | 28 | 250 |
| bodies | | | | |
| Repair of the premises | 01.01.04 | 01.02.04 | 28 | 70000 |
| Purchase and installation | 02/01/04 | 03/01/04 | 28 | 873554 |
| equipment | | | | |
| Certification | 03/01/04 | 04/01/04 | 31 | 5000 |
| Coordination in the state. | 01.03.04 | 01.04.04 | 31 | 4000 |
| Bodies | | | | |
| Commissioning | 04/01/04 |… |… |… |
| Total | | | | 952804 |

Chemical cleaning carries out the following stages of the technological process:

Sorting products and completing batches;

Pre-treatment (stain removal, cleaning);

Processing of products in the environment of organic solvents;

Finishing;

Quality control.

Acceptance of products for dry cleaning will be carried out by the receiver directly at the dry-cleaning premises or through the driver-receiver, who will pick up the items that require cleaning, arriving at the client himself.
The admission must be carried out with a receipt and a special agreement. This is due to the fact that most of the products accepted for processing do not have clear recommendations for care and processing. For the delivery of products to the dry-cleaner, the hiring of a driver with a private car of the "Gazelle" type is envisaged.

Upon receipt of products for dry cleaning, sorting and picking of batches is required. In this case, the main selection criteria are the color of the products, the degree of contamination, and the weight category.

When carrying out pre-processing, the type of product must be taken into account. If it is textiles, then a supply of steam and air under pressure is required. Fur velor and clothing leather can be processed by mechanical and chemical methods. Mechanical processing is carried out using special erasers, sponges, brushes, as well as sanding blades of various grain sizes. The use of special chemicals is more effective, but the sensitivity of the skin to
"Chemistry". Removal of stains on products made from natural fur is carried out, as a rule, in exceptional cases, preliminary treatment involves a thorough cleaning of the most contaminated areas of the linings.

Immediately after stripping, the products should be loaded into the machine for basic cleaning, in order, on the one hand, to prevent excessive negative effects of chemicals on the products ("stripping" of the dye), and on the other hand, the possibility of fixing dirt and stains as a result of drying of the treated areas ...

Of great importance for obtaining the required quality of cleaning is the choice of the type of machine in which the processing is carried out.

The initial data for the selection of technological parameters of dry cleaning equipment are the features of the technological process and the volume of services provided.

The most optimal choice among dry cleaning machines is a closed-loop machine on perchlorethylene SERENA GREEN 380 N2 (RENZACCI,
Italy). The selection criterion was the required load volume (15 kg), low power consumption and a lower price in comparison with similar machines from other firms (Table 6).

Table 6

Dry cleaning machines
| Options | RENZACCI | UNION | Real Star |
| | SERENA GREEN 380 N2 | L735E | M280 |
| Price, rub | 672401 | 898784 | 903768 |
| loading, kg | 15-17 | 15 | 14-16 |
| consumption | 16.2 | 17.5 | 18.1 |
| energy, kW | | | |

The dry cleaning equipment includes a stain removal table, necessary for cleaning textiles, an ironing table with an iron, a compressor for air supply. The total cost of the main and auxiliary equipment is 873,554 rubles.

To purchase this equipment in the project, it is proposed to take a bank loan for three years at 25% per annum. The purchased equipment will act as a pledge. A Moscow company was selected as a supplier
Rosilkom. The company assumes the cost of delivery in Russia, personnel training and warranty service.

For the work of dry cleaning, personnel are required consisting of two workers, a dyer, a driver-receiver and an inspector. One worker is needed to work with the dry cleaning machine, the second for cleaning and ironing textiles.

Chemical cleaning has a number of technological features, which are manifested in the specificity of the consumption of energy, water and chemicals. The largest consumption is for chemicals. The processing of each type of product requires a certain amount of "chemistry" (see table 7).

Table 7

The wages of dry cleaning personnel are time-based and piece-work (Table 8). Employees will be hired starting from the production period.

Table 8

The project takes into account tax payments that are made in accordance with the activities of the Chistyulya dry cleaner (Table 9).

Table 9

Tax payments

Thus, we examined the production plan of this enterprise.

7. RISK ASSESSMENT

Financial risks arise in connection with the movement of financial flows.
Financial risks are, on the one hand, the danger of the likelihood of loss of resources or shortfall in income, and on the other hand, the likelihood of receiving additional profit.

In this project, an analysis of the sensitivity of performance indicators to changes in various parameters was carried out (Table 10)

Table 10

Sensitivity analysis
| Indicators | Sales volume,% | Inflation rate,% |
| efficiency | | |
| |-10 |0 |10 |-10 |0 |10 |
| Period | 22 | 19 | 17 | 19 | 19 | 19 |
| payback, | | | | | | |
| month | | | | | | |
| Discounted | 22 | 19 | 17 | 19 | 19 | 19 |
| th period | | | | | | |
| payback | | | | | | |
| Average norm | 73.14 | 84.40 | 95.73 | 82.63 | 84.40 | 86.20 |
| profitability | | | | | | |
|, % | | | | | | |
| Net | 68909.7 | 88510.69 | 108263.7 | 85430.53 | 88510.69 | 91644.23 |
| given | 9 | | 6 | | | |
| income, rub. | | | | | | |
| Index | 4.48 | 5.1 | 5.72 | 4.93 | 5.1 | 5.26 |
| profitability | | | | | | |
| Internal | 70.11 | 91.94 | 115.20 | 89.25 | 91.94 | 96.64 |
| norm | | | | | | |
| profitability | | | | | | |
|, % | | | | | | |
| Modified | 28.19 | 34.14 | 39.59 | 33.22 | 34.14 | 35.06 |
| th internal | | | | | | |
| norm | | | | | | |
| profitability | | | | | | |
|, % | | | | | | |
| Duration | 1.75 | 1.74 | 1.73 | 1.73 | 1.74 | 1.74 |

8. FINANCIAL PLAN

There are three main documents that allow you to plan, analyze and exercise direct control over the implementation of an investment project:
1. "Profit and Loss Statement";
2. "Enterprise balance";
3. "Statement of cash flows".
The income statement reflects the operating activities of the enterprise
, that is, the process of production and marketing of products in three years. From the "Profit and Loss Statement" you can determine the profit of the company implementing the project, as well as calculate the income tax.
The balance sheet of an enterprise, in contrast to the "Profit and Loss Statement", reflects the financial condition of the enterprise not for a certain period of time, but at a certain point in time, in this case December 31, 2003.
The balance sheet shows how stable the financial position of the company is, in a given period of time.

The calculation of the documents "Profit and Loss Statement", "Balance", "Cash Flow Statement" is carried out in accordance with different inflation rates: 2004-17%, 2005-16%, 2006-15%.

Table 11

The gross profit of dry cleaning, taking into account inflation for 4 years, will be
753,230.21 rubles, the income of the organization for this period will exceed the costs of organizing activities, the project will pay off in 1 year 268 days.

BIBLIOGRAPHY

1. The social situation of the population of the Kurgan region, 2001 -

Mound. Publishing house of KKGS, 2001. N.D. Kremlin;

2. The standard of living of the population: the problem of assessment and analysis.

Analytical work - Kurgan. Publishing house of KKGS, 2001. N.D. Kremlin;

3. Modern dry cleaning and laundry facilities. Magazine. - M .: Promizdat

4. TP. Lyubanova, L.V. Myasoedova, T.A. Gramotenko, Yu.A.

Oleinikov. Business plan. Educational and practical guide. - M .:

PRIOR Publishing House, 1998;

5. Economy. Ed. Bulatova A.S. - M .: publishing house "BEK", 1997.

with the indication of the topic right now to find out about the possibility of obtaining a consultation.

There are times when the cleaning products available at home cannot cope with removing a stain on your favorite blouse or making a man's suit look noble. In this case, dry cleaning services come to the rescue, of which there are now many.

Basic dry cleaning services

The main services of dry cleaners include:

cleaning of textiles;
cleaning leather, fur, suede items;
cleaning of carpets, rugs, bedspreads, pillows;
cleaning of soft toys;
dry cleaning of workwear;
laundry and tailor service.

By handing over things to dry cleaning, we want to get back a perfectly clean item in excellent condition. But sometimes everything happens exactly the opposite. Therefore, it is very important to know how the relationship between the customer and the dry cleaner is regulated.

What you need to know when handing over things to dry cleaning

First of all, when handing over a thing to dry cleaning, you must be given a receipt, which must contain the following information:

legal address of the company;
your data: surname and initials, phone number, address;
type of service provided;
information about the product: its type, color, composition, completeness, fittings, damage and defects;
the date the order was received and the time of its execution;
service price.

The contractor is responsible for the correct use and safety of the item. Therefore, be sure to carefully study the contents of the receipt, which may contain all the information about the possible consequences of dry cleaning. You have the right to decide whether to agree with this or not and whether to give the item to dry cleaning. Indeed, in this case, when you were warned of possible damage during cleaning, you will not be able to make a claim after receiving the damaged item. However, it should be remembered that if you are warned about an unstable dye, and the torn item is returned, then in this case the dry cleaner is responsible for your item.

Check the description of the item you are dry cleaning. The following wording is usually used in the receipt: road dirt, general pollution, creases, scuffs, greases, etc. They are applied even to those things that do not have such defects at all, but are given only to remove small specks. Therefore, you can disagree with such a description and insist on your own wording. Also pay attention to the information provided by the receptionist about the wear and tear of the thing, which is often exaggerated. If you sign the receipt, you will agree with what is written in it, which means that if a misunderstanding arises, you will not be able to make a claim.

What to do if things are lost or damaged in dry cleaning

If the dry cleaner has lost your things, then it is obliged to replace the item with another of similar quality within 3 days or reimburse the client for two times the price of the lost item, as well as all expenses incurred by the client. The second option is most often used. Therefore, it is necessary to provide receipts that prove the value of the lost item. If there are no receipts, then you can get an opinion on the average market price for this product in the examination bureau.

If you pick up a thing from dry cleaning and find damage, then you will need to draw up a two-sided act, which indicates all the damage found. If a dry cleaner is denied to you in drawing up such an act, then immediately contact the regulatory authorities, as this is a violation of the rules of consumer services for the population. In this case, for the time being, the thing needs to be left at the dry cleaner and a claim should be sent there, indicating all defects, which is handed over against receipt of receipt, or you can send it by mail by letter with acknowledgment of receipt. It is not recommended to accept a thing without a written record of the damage.

If, nevertheless, it was not possible to solve the problem peacefully and you have to go to court, then it is better to involve the seller or manufacturer of the thing in the case. This is especially doable if the item is new enough and there are receipts for it. If the dry cleaner tries to prove that the item was of poor quality, then it is in the seller's best interest to side with you, otherwise you can make a claim to him.

Remember, getting to the collection point, it is necessary to study in detail all information useful to the consumer about the activities of dry cleaning or laundry. This information should be placed in a place convenient for viewing, often at the stand at the entrance, it must necessarily indicate:

The name of the firm or company, its legal address, contact telephone numbers, working hours, etc.
- Articles of the Law of the Russian Federation "On Protection of Consumer Rights";
- Rules of consumer services for the population of the Russian Federation;
- An obligatory list of names of standards, according to GOST, compliance with which ensures the quality of this service;
- The main types and form of services provided by a given firm or company, with mandatory prices for each type and set deadlines for their implementation.

In addition, the stand may display information about the client's responsibilities, including instructions on how to properly prepare a thing before registering it for dry cleaning. But many salons practice self-preparation, stripping off various types of fittings, zippers and buttons, which must be restored at the end of the dry cleaning of the product and is usually included in the cost of the services provided.

Acceptance of things at dry cleaning

You need to be especially careful at the time of acceptance, this is the most important and crucial stage. The reason for the refusal to accept your belongings may be the lack of the necessary technological equipment at the dry-cleaning factory, which makes it impossible to carry out the required type of cleaning in accordance with the product labeling. If your order is successfully accepted, then the next step is to place your order.

A close examination of your garment may reveal some defects or imperfections: small tears in the fabric, or molten etchings, which, as a result of dry cleaning or washing, can turn into larger defects, or a poor-quality dyeing of your suede jacket can lead to a loss of color. In this case, when issuing a receipt, all risks associated with cleaning your belongings should be taken into account and recorded, and all defects on them should be described. By signing it, you agree with all possible consequences and relieve the dry-cleaner from responsibility for the safety of things, or you refuse its services.

Another variant of the development of events - the receptionist examined the thing, hastily wrote out the receipt in illegible handwriting, which you did not peer into. But upon receipt, you are annoyed to discover that the jacket has faded, and a hole has formed on your shirt. You are outraged, but in response they say that under the warning on the receipt is your signature, which meant your voluntary consent to possible damage, because your claims are unfounded. According to the law, the contractor, when placing your order, is obliged to provide reliable information about the service, indicating the circumstances that prevent the provision of high-quality execution of them in the receipt, in accordance with Art. 10 of the Law of the Russian Federation "On Protection of Consumer Rights", and clause 11 of the "Rules of Consumer Services for the Population". As a result, this consumer service company, on the basis of Art. 35 of the Law of the Russian Federation on "Protection of Consumer Rights", is responsible for poorly provided dry cleaning service for your product.

In view of the foregoing, we remind you once again that the receipt is the main document, which is an agreement with an enterprise that provides services for consumer services to the population, and legal confirmation in case of disputes between you and this enterprise.

Therefore, before putting your signature on this document, carefully read its contents, in case of illegibility, you have the right to demand filling in a new receipt.

The receipt must certainly contain the legal address of the dry cleaner (enterprise, firm), but not the address of the collection point where you hand over things for dry cleaning.
- Your surname and initials, address and contact phone number.
- The type of service provided by this company must be clearly spelled out.
- As we said earlier, a detailed description of all defects on the product and the product itself.
- The cost of the service provided, the date of acceptance of the order and clear terms for its implementation.

Very often in the receipt you can find a stamp or a footnote with the text of the following content: "as a result of dry cleaning of the product, the manifestation of some defects is possible," the description of which is given in the text - "including the loss of presentation." Similar precedents have already happened to some customers, and during the court proceedings, such a wording was recognized as unlawful, since it openly infringes on the rights of consumers who use the service, knowingly suggesting possible damage to the product.

In the event that, nevertheless, a conflict situation arises on this basis, and the disputed issue cannot be resolved through negotiations, your next actions must be justified by your legal rights, and your claims are clearly formulated and set out on paper with appropriate links to the following regulatory documents.

The Law of the Russian Federation "On the Protection of Consumer Rights" clause 1, article 14, "Damage caused to the consumer's property as a result of constructive, production, or other defects in the work or service is subject to full compensation by the contractor."

And also, in view of the fact that this enterprise bears financial responsibility for the safety of the products received from you for their cleaning, in accordance with Article 35 of the Law of the Russian Federation "On Protection of Consumer Rights", replace it with a thing of similar quality. " Otherwise, the contractor is obliged to compensate you for the damage caused, double the cost of the product.

It is necessary to prepare two copies of this claim, the first of which is given to the responsible administrative person of the company, the second, with a personal signature confirming the receipt of the claim and the corresponding date remains with you. In case of refusal to accept your claim, you can safely send it to the legal address by registered mail. There is no need to pick up your belongings from the dry cleaning, the main thing is that the receipt remains in your hands. If the contractor categorically refuses to respond to your claim and admit the fact of damage, or you cannot come to a mutual agreement with him in resolving the issue of the amount of compensation for damage, the correct actions on your part, in accordance with the law, will be going to court.

In this case, you can also demand compensation for moral damage from the contractor. If you decide to act on your own without resorting to the help of lawyers and lawyers in this matter, you can easily find samples of the correct filing of a claim and an application to the court on the Internet.

When considering your claim in court, an independent examination will be required. An independent technological examination is an examination to identify the facts of violation of technology, in this case, the technology of dry cleaning of your things, as well as possible causes of damage to the product, independent of the technology of the process being produced. And also it will be obligatory to conduct a commodity examination in order to establish the exact cost of your product, in case you do not have a sales receipt for its purchase. In both cases, the examination provides for certain material costs, which, if the performer is found guilty, will fall on his shoulders, and in the case of a court decision in favor of the defendant, you will have to reimburse them out of your own pocket, taking into account the costs of the defendant.

In most cases, to resolve such controversial issues, the court decides the case in favor of the plaintiff, but it often happens that the defendant (executor) agrees to satisfy your claims even before the court session. Therefore, you should not persist, and if the conditions of the performer are reasonable, then it makes sense to come to an agreement in order to save your nerves, time and effort.

There is also another opinion on this matter, the opinion of expert technologists, which is in many respects different from the previous one. And, according to them, often such problems directly depend on the clothing manufacturer, and on you and me.