1. A
REPORT IN SERVICEMARKETING
On
SPINZONE
(BRIGHTENING LIVE’S)
Submitted to: Satish Chandra
By
Pradeep kumar(14)
Gourav kumar(26)
Amriteswar bera(29)
Raju tuwari(33)
Pavani geetha(45)

2. EXECUTIVE SUMMARY
SPINZONE is Laundry firm which started by young entrepreneurs in association with industry
leaders in laundry business.
Out team of Laundry experts have been combining machinery technology with fabric science to
create the best laundry solutions for clients across India and the world.
SPINZONE dry cleaning is a concept of Cleaning Services available to individuals and families,
including dry cleaning and laundry. Spinzone dry cleaning intends to offer affordable "luxury"
cleaning to all. Quality is made available to everybody. Spin zone dry cleaning is the best service
provider in your area.
The core business is the cleaning of clothes. Our professional team is taking care of each item
with a great respect. Removal of the spots, small repairs, high quality finishing is some of the
features that make clean freak dry cleaning different. To achieve our highest ambitions, we need
vigorous employees, good support and assistance and a professional technology. SPINZONE dry
cleaning is that driving force.
SPINZONE dry cleaning is a team of men and women working together to serve the needy
people. The skills of our team and its customer oriented organization are our main assets.
We have been operating shops in different areas in the country through direct investment. But in
the beginning I will start it from only Hyderabad.
SPINZONE dry cleaning is built on a vision of the Cleaning Services. We bring together the
resources and the people who share with us the excitement of achieving such objective. They are
highly motivated people which are probably the most important thing. We want to share with
them our SPINZONE dry cleaning vision.
Green standards Policy
As a responsible corporate citizen, we handle and dispose of cleaning solutions in accordance
with government regulations. In addition, we use energy and water efficient machines, eco-
friendly detergent, waste separation system and energy saving scheme to reduce natural resources
consumption and pollution. Our valet shops encourage customers to return plastic hangers and
reuse plastic bags for their dry cleaning pick up. All plastic bags are bio-degradable to support
environmental protection.

3. CONTENT
 Executive Summary
 Objective of the Study
 Need of the Laundry Service in Market
 Objective of the spin zone
 5’C analysis,
 SWOT analysis
 Segmentation & Targeting
 Strategies Mix of Service Marketing(Product, Price Place, Promotion)
 Blue Print of Service Process
 People
 Physical Evidence Strategy
 Demand-Capacity Management & waiting line Strategies
 Closing Service Quality gap

4. Objective of the Assignment
1. To explain why service marketing has become a centre of attention in recent years.
2. To identify the characteristics of services those are important from the marketing point of
view.
3. To discuss the service marketing process
4. To discuss the service quality model.
5. To consider some of the managerial challenges of service marketing.
6. Recognize major changes occurring in service sector and how they impact competition.

5. Our Laundry Solution includes the following
 Washing.
 folding
 Ironing
 Dry-cleaning
 Alteration
 Starch
 Wet cleaning
 Coffee café
 Spotting stations
Need of the laundry service in the market
 Now a day’s people become more conscious about their dressing and they want their self
more prominent due to their clean and shining clothes.
 Increasing of disposal income levels. Change of lifestyles.
 Media has also performing a very clear role in the dressing sensitivity of the people.
 Now the large numbers of people are doing jobs and they are professional so
their executive environment demands that they should dress up mannerly.
 Time consistency
 Technology has driven down the costs of equipment that offer technological efficiencies.
 Using technology reduces the dependence on human labor
.The target customers have a fair amount of discretionary income and appreciate good customer
service. SPINZONE will provide a service that will appeal to these customers.
Clean facilities:
A comfortable, stylish location and furnishings that offers clients a higher-quality alternative than
is currently available.
Delivery on Promised Date: SPINZONE has a very strong network of employees who will make
it sure to the customers to provide their clothes on promised date and people will feel the change.

6. Objectives of our spin zone
It’s our goal to offer our clients a valuable long term laundry service, but also a place where you
can relax, have nice coffee and meet people. We go beyond just looking at immediate problems
by asking appropriate questions to help customers plan for the future. White pearl understands
that strategic plan combined with pragmatic mind set required for business to remain competitive
Now a day’s people become more conscious about their dressing and they want their self more
prominent due to their clean and shining cloths.
 We dedicated to complete client satisfaction
 To be present in all target markets
 We will achieve superior performance as measured by return on investment through
systematic, substantial, profitable growth.
 We are committed to run as independent Laundromat service firms.
 Be able to expand our services in the region of our choice
5’C Analysis
1. Company:
SPINZONE is basically wet-washing. It is carried out using the electric washing machine
which could have a water dispenser tank in built or connected to water pipes directly from a
source. Here, clothes goes in dry and comes out wet, then, the clothes are taken into the
Tumble dryer or another device called Hydro Extractor, used in draining the water out of the
cloth.
Dry cleaning on the other hand, is for clothes that use no water for cleaning, examples of this
are suits, jackets and other clothes with labels that read “Dry clean only”. In place of water,
spray chemicals are used in removing the stains on clothes. A machine called Suit and Jacket
Former is then used to make the suit and jacket smooth and straight instead of using steam
ironing.
2. Competitor:
The competitor analysis takes into consideration the competitors position within the
industry and the potential threat it may pose to other businesses. The main purpose of the
competitor analysis is for businesses to analyze both the current and potential nature and
capabilities of a competitor in order to be prepared against competition.
 Local Washer
 Washing Machines
 Drycleaners

7. 3. Customers:
Customer analysis can be vast and complicated Determine what needs from which clients you’re
trying to satisfy. A few areas to research would be the market segments, benefits the customer
wants.
Basically our customer are..
 Young professional people.
 Students(who stay in hostel )
 Family
 Children
4. Collaborators:
As we are new in these particular services so we are not collaborating any agency or
distributor.
5. Context/Climate:
In order to fully understand the business climate/environment there are usually many different
factors that can affect a business, and if researched well it will contribute to a company that can
respond well to change.
The types of climate/environment firms have to analyses are:
Political and regulatory environment: There is no political involvement in our
services.
Economic Environment: Increasing inflation rate may affect our service
Social/cultural environment: We always try to satisfy our customers as well as
society.
Technological analysis: we come up with new technology which will help
improve on old routines and suggest for new methods in being more cost efficient.
In order to stay competitive and gain an advantage over others, businesses must
have sufficient knowledge on the technological advances.

8. SWOT ANALYSIS:-
Strengths:-
 Modern equipment and technology
 Excellent delivery network
 Pricing
 Well capitalized
 Quick service
 Customer energetic employee
 Convenient location
 Superior customer value
Weakness:-
 Cost a little higher compare to dhobis.
 We are new to the service, so we don’t have any brand name.
 A limited marketing budget needed to create brand awareness.
 Hours of operation.
Opportunities:-
 Participation in steadily growing industry
 We can have walk in facility at our store
 Increasing of disposable income, changing lifestyles,
 Time consistency
 Growing city population.
 Location of the service store
Threats:-
 Seasonal market demand.
 Competition from large franchised business
 Threat from new entrants
 Changing economy

9. Segmentation:-
Demographic: for both male and female (students, individuals, families)
Geographic: Hyderabad (near to colleges, universities, apartments)
Psychographic: life styles
Behavioral: usage rate
TARGETING

10. STRATEGIES MIX OF SERVICE MARKETING
PRODUCT:
Name: SPINZONE
CAPTION: “brighten your life”
LOGO:
Types of wash:
Dry cleaning
Wet cleaning
Dyeing
Hand Wash
Machine Wash
Wash to Instructions
Other Services:
Repairing
Ironing
Starch
Timing:
Morning 6.00 am to evening 11.00pm.
Normal wash: Maximum 2days
Urgent wash: Within 2 hours or free, with a premium of rupees 100 per order that is urgent apart
from the regular costs are applicable.

11. Flow of Services
Dry cleaning
Ironing
Hand Washing
Free Pick up and
Washing Delivery
Clothes
Starch
Urgent
Service
Wet
Cleaning Repair
Services
SUPPLEMENTARY
SERVICES
Service Differentiation Strategies
 Expert Fabric Care
 Crisp & Clean.
 Hygienic & Germ Free
 White as White
 Unique Recipes
 Protects Apparels.
PRICE
Price is the major factor of any firm, there are two types of services providing by SPINZONE in
washing services. The prices will depends on their requirements, only wash, wash with fold, iron,
dry-cleaning, starch .The prices will depends on their choice of selecting services.
1) Membership Services

12. 2) Open Service
3) Extra charges for Urgent Service & during Aid Days
4) Extra ordinary Garments charges will be extra Rates are subject to change without any prior notice
PLACE
In this step we provide our service near to the customers where there are easily getting our
services. Our place of processing is located in Hyderabad. Customer can make a call and can have
ease to avail our service. We have researched the market for door2door personal laundry services
and the results leave no doubt about the market opportunities. There is a growing demographic
population of students and working people with so much to do and so little time. Their activity-
based life style leaves less time for household chores. A reliable door to door, no hassle service is
a very welcome and valuable option. We have decided to launch our services in Hyderabad which
is hub of software companies aswellas as educational and industries. Apart from these locations,
our target destinations would also be universities like osmania, and other campuses where
colleges offer residential programs. We selected these areas very carefully so that we can cover
this huge populated city and get maximum market can share through easy access to our
customers. Here we are planning to have tie ups with the institutions where we will have an
automated machines of SPINZONE in the space allotted to us in the campus wherein we will be
working in two shifts i.e. at noon and around 6.00p.m. The students will be informed that our
employees would be coming twice in a day and they are supposed to drop their dirty clothes in the
laundry bag kept near the machine..
PROMOTION
Promotion is the activity done in order to increase the sales of an organization’s product or
services. This is the technique that our company is using for the awareness and fame of the
product in the market. The main function of promotion includes to inform, persuade and to
remind about the product. By using this technique we can earn high profit.
 Advertisement Vehicles
 Print media.
 Banners

13.  Hoardings.
 Radio
 Pamphlets.
We will also be using sales promotion to increase turnover through Bulk Discount and special
offers.
Discount:
 they get a discount of 5%if they are regular customer
 they get a discount of 7%on introducing new customer
 discount offers depends on their bill of payments
Free Coupons: We will be distributing coupons in malls and near offices, college in order to
make people try out our service
PROCESS
The process begins with the customer placing the service request, over the phone, for the
collection of the linen from his residence. Here the details about the customer are recorded and
queries, if any, are attended to by the Executive. When you drop your clothes off at the cleaners,
the employees follow a pattern that holds true at just about any dry-cleaning operation running
today. Your clothes go through the following steps:
Tagging and inspection:-
Some method, whether it is small paper tags or little labels written on a shirt collar, is used to
identify your clothes so they don't get mixed up with everyone else's. Clothes are also examined
for missing buttons, tears, etc. that the dry cleaner might get blamed for otherwise.
Pre-treatment:-
The clothes are inspected then possible alteration is done in case of any torn. The cleaner
looks for stains on your clothes and treats them to make removal easier and more complete.
Dry cleaning or washing:- It’s a process that cleans clothes without water. The cleaning fluid
that is used is a liquid, and all garments are immersed and cleaned in a liquid solvent the fact
that there is no water is why the process is called” dry" and then fragrance is added. For washing,
water is used instead of solvent.
Post-spotting:- Any lingering spot are removed.

14. Finishing:-
This includes pressing, folding, packaging and other activites.The Invoice is prepared and sent to
the customer along with the delivery of the linen through SMS.The process ends with the delivery
of the linen to the customer and the collection of payment from them. Based on the service
request, the van arrives at the customer’s residence & the delivery boy visits the house. This is the
first face – to – face with the customer. The delivery boy now collects the linen by tagging the
garments & placing them in the collection bags. He also gives the customer an acknowledgement
receipt. These collection bags are then brought to the laundry where the actual process starts.
PEOPLE
Doing Good’ – enabling sustainable livelihoods:
We believe in the ensuring that all our employees share in the growth of our company – we
ensure that our employees see the clear benefits of working with SPINZONE Laundry Services.
These benefits include:
(a) Skill development – Most of the front-end staff that we recruit are under-skilled/ un-skilled,
having minimal/ no formal education or training. On joining, we give 7-days training to each of
them which includes both operational training on process for good quality washing and personal
grooming, communication, customer marketing. So at the end of the training, the person has the
skills to work in a more professional manner.
(b) Financial security – There is a direct correlation between business performance and
employee’s salary, our front-end staff salaries have no ceiling - higher the business, more is their
monthly salary
(c) Personal – each of our front-end staff is provided with Personal accident insurance cover free
of cost, also they will get motorbikes so that they can travel in relative comfort to & from their
place of work
PHYSICALEVIDENCE
Customer in a service sector attempt to take cues about the service provider’s capabilities and the
quality of service offered from physical evidence. Physical Evidence is the material part of a
service. Strictly speaking there are no physical attribute, so consumer tends to rely on material

15. cues. The major elements of physical evidence includes the physical environment, the modes and
content of communication, service personnel the tangible elements accompany the service and the
brand. There are many examples of physical evidence.
Packaging: It is the way how we pack our ironed clothes and give it to the customers. All the
heavy clothes would be packed with paper between each fold so that the ironing doesn’t get
spoiled.
Paper work: Monthly bills will be provided to our creditors and also the account of the same
will be maintained. For one time customers, individual bills will be given. Different brochures
have been published so as to acquire new customers.
Uniform: Our employees will be given two pairs of uniforms each year. According to the policy
of our organization, each employee has to wear the uniform during the working hours.
Furnishing: We operate in clean surroundings. We keep our premises free of dust, dirt or any
other materials that may sully the clients' clothes. We also do not allow smoking so that the items
retain its fragrance from the wash.
SERVICE MANAGEMENT STRATEGIES
PRODUCTIVITY AND QUALITY
We at SPINZONE laundry services make sure that the customers items are treated in the best way
possible. We consider client satisfaction and trust as one of our most important motives.
We give our customers surety that once they hand over the clothes to our employees, they are in
the safe hands and won’t hamper the quality of their clothes. Maintaining the quality of the
clothes is what we believe in along with timely delivery of the clothes to the customers.
One of the things that give us competitive advantage over others is delivering the clothes to our
customers at their convenience. Being pick and drop providing services, we usually drop clothes
at a fixed time but there are certain customers who are working till late in the evening so as per
their convenience we will go and drop their clothes at specified time.

16. Our USP being ON TIME delivery and delivering WITHIN 180 minutes for the clothes needed
on an URGENT basis, we assure the customers to deliver it before time without giving up the
safety and quality factor.
Demand-Capacity Management
Fluctuating demand is a major challenge for many types of capacity-constrained service
organization.
Approaches to manage Demand Insufficient Capacity(Excess Excess Capacity(Insufficient
Demand) Demand)
Take no action Loose the customer Capacity is wasted
Reduce Demand Higher price will increased profit Take no action
Increase Demand Take no action unless Lower price selectivity
opportunities exist to stimulate
Inventory demand by formalized Shorten customers perception of Not applicable
wait and queuing system waiting time and make their
waits more comfortable
Inventory demand by Focus on yield and reserve Clarify that capacity is available.
reservation system capacity for less price sensitive
customers
Excess demand: When the level of demand exceeds, then we are trying purchases extra machines as per
the need.
Demand exceeds optimum capacity : When the machines are found to be default then the quality of
services is going to decline. Then we up gradate the machines.
Excess Capacity: Try to provided the Quality of service and on time delivery
Waiting Line Strategy
We are always delivering the service on time because of our new technology. We have
maintained demand and supply into balance. In peak time we will shift the demand to off peak

17. time by giving or providing offers r discounts.eg: we find demand on holidays or Saturday or
Sunday because students and jobholders will be free on those two days and they thought to
complete their washing work on that day. By giving discounts (student discount offer on Tuesday)
to students we shift that demand to off peak days like Tuesday r Thursday especially for students.
Closing service Quality Gap:
The knowledge gap: Educate management about what customers expect. In this situation we
need to focus on market research, customer feedback.
The Policy gap: Establish the right service process and Specify Standards.
The Delivery gap: Ensure that Performance Meets Standards. Door to
The communication gap: communicating to the customers about new services,
The Service Quality gap: more emphases quality service than competitors with low price.