Service Operation Specifications for the Laundry and Dyeing Industry

2011-12-02 11:01:40 Author: China Laundry Correspondent Source: Ministry of Commerce of the People's Republic of China 5 Comments from Netizens

Domestic Trade Industry Standard: Service Operation Specifications for the Laundry and Dyeing Industry (SB/T 10624—2011)

Issued by the Ministry of Commerce of the People's Republic of China on August 10, 2011

1 Scope

This standard specifies the conditions for opening and operation management, service reception, processing production, quality responsibility, compensation principles, and other aspects that should be followed in the laundry and dyeing industry.
　　This standard applies to various laundry and dyeing enterprises engaged in laundry and dyeing business activities.
　　Note: Service operation specifications for washing public textiles of hotels, hospitals, transportation, and other units will be separately stipulated.

2 Normative References

　　The following documents are indispensable for the application of this document. For dated references, only the cited version applies. For undated references, the latest version (including all amendments) applies.
　　GB/T 8685-2008 Textiles - Care Labeling Code - Symbols
　　GB 13497 Fire Safety Signs
　　GBZ/T 199-2007 Occupational Health Management Specifications for Garment Dry Cleaning Industry
　　SB/T 10625—2011 Service Quality Requirements for the Laundry and Dyeing Industry
　　"Consumer Rights Protection Law of the People's Republic of China" Adopted at the Fourth Meeting of the Eighth National People's Congress Standing Committee on October 31, 1993, promulgated by Presidential Order No. 11 on October 31, 1993.
　　"Disinfection Management Measures" Ministry of Health Order of the People's Republic of China (No. 27, 2002)
　　"Laundry and Dyeing Industry Management Measures" Orders of the Ministry of Commerce, State Administration for Industry and Commerce, and Environmental Protection Administration (No. 5, 2007)

3 Terms and Definitions

　　The terms and definitions defined in SB/T 10625—2011 and the following apply to this document.
3.1　
　　Leather products
　　Items such as clothing, leather goods, and leather shoes made mainly from leather, fur, and sheepskin.
3.2　
　　Washing
　　A washing method using water as the medium.
3.3　
　　Dry cleaning
　　A washing method using dry cleaning agents as the medium.

4 Conditions for Opening

4.1 Operators engaged in laundry and dyeing business activities shall register with the industry and commerce authorities according to law and obtain a business license.
4.2 Operators shall file with the commerce authority at the same level as the industry and commerce administration of the registered place within 60 days after obtaining the business license.

5 Requirements for Opening

5.1 Business Service Premises
5.1.1 There shall be a fixed business premises that meets the needs of business services.
5.1.2 The overall decoration of the business premises shall be clean and tidy with sufficient lighting.
5.1.3 The business premises shall install outdoor signage in compliance with relevant national laws and regulations.
5.1.4 The business premises shall have complete and orderly functional areas for clothing receiving/delivery, storage, and processing.
5.2 Processing Service Facilities
5.2.1 The processing service premises shall have sufficient lighting, floors and walls that are easy to clean and do not peel. The workshop shall use natural or mechanical ventilation.
5.2.2 The processing service premises shall comply with national laws and standards regarding safety, hygiene, environmental protection, water conservation, and energy saving.
5.2.3 The processing service premises shall have water supply and drainage facilities, ventilation facilities, and meet the required electrical capacity for operation.
5.2.4 It shall be equipped with specialized laundry, storage, safety, and pollution prevention facilities and equipment appropriate to the business items (washing, dry cleaning, mending, ironing, leather care, etc.) and scale, complying with relevant national regulations.

6 Professional Requirements
 
6.1 Practitioners shall be familiar with relevant national laws and regulations, abide by laws and regulations, provide honest service, and have good professional ethics.
6.2 Practitioners shall possess corresponding professional skills, obtain qualification certificates issued by relevant national departments or training certificates issued by relevant organizations and institutions, and work with certificates.

7 Business Management

7.1 Service business activities shall comply with the provisions of the "Laundry and Dyeing Industry Management Measures."
7.2 Business conduct engaged in laundry and dyeing activities shall comply with the regulations of relevant national departments including commerce, industry and commerce, taxation, environmental protection, health, public security, and quality inspection.
7.3 Business license, customer notices, service items, charging prices, complaint acceptance units, and telephone numbers shall be prominently displayed at the business premises.
7.4 Service quality shall meet relevant national and industry norms or standards.

8 Service Reception

8.1 Staff shall be neatly dressed, dignified and elegant, enthusiastic and polite, with a humble attitude; they shall politely acknowledge customers entering and leaving the store.
8.2 Staff shall carefully listen to consumers' specific requirements and provide truthful information about the services; they shall give truthful and clear answers to consumers' questions or inquiries.
8.3 Staff shall carefully verify the texture, color, style, specifications, quantity, and other conditions of the clothing, remind consumers to remove any items left inside the clothing, and check and confirm whether clothing accessories and decorations are complete.
8.4 Staff shall remind and assist consumers to remove and properly keep fragile, easily corroded, and valuable accessories or attachments.
8.5 The usage labels on clothing should be carefully checked, and the correct washing and ironing methods should be used. For high-end brand clothing, customers should be advised to perform value-preserving cleaning.
8.6 Any defects such as damage, deformation, discoloration, or stains on the clothing should be clearly disclosed to consumers. The degree of wear, cleanliness, fabric quality, and post-wash effects should be explained to consumers. For stains that are difficult to wash or remove, consumers should be informed and asked to confirm and sign after labeling.
8.7 The laundry receipt should include: clothing name, quantity, color, defect status, processing service content, price, clothing receipt/pick-up date, post-processing effect, customer notices, contact phone number, and consumer confirmation signature.
8.8 The handover procedures for clothing at each process should be standardized; dirty and clean clothes should be stored separately, and the clothing receiving and dispatch areas should be separated with clear signage.

9 Processing and Production

9.1 Laundry and dyeing enterprises should formulate their own service standards, operating procedures, and quality standards based on their equipment, facilities, premises, personnel, and in reference to national and local relevant standards, clearly display them, and strictly implement them.
9.2 Processing and production personnel should verify the records on the laundry receipt according to the actual condition of the clothing before processing, carefully inspect, classify as required, and operate using the correct processing techniques.
9.3 The hygiene and disinfection work in the processing and production workshop should comply with GBZ/T 199-2007 and the "Disinfection Management Measures" requirements.
9.4 Fire safety in the processing and production workshop, warehouse storage, etc., should comply with the relevant provisions of GB13497.
9.5 Processing and production personnel should regularly clean, inspect, and maintain the workshop's equipment and facilities to keep them operating normally.
9.6 Pressure vessels and other production equipment and supporting facilities should undergo annual inspections according to national regulations.

10 Quality Responsibility

10.1 There should be a dedicated person responsible for quality inspection of laundry and dyeing services. Strict handover procedures should be followed between processes, good clothing storage facilities should be available, and the safety of customers' clothing at the business premises should be ensured.
10.2 Laundry and dyeing services should meet SB/T 10625—2011 standards. If the situation is explained to the customer in advance and both parties reach an agreement, this can serve as the quality evaluation standard; if not explained in advance, customers have the right to require compliance with industry quality standards. Exceptions apply if the clothing's own quality or incorrect washing labels prevent meeting the washing quality standards.
10.3 Laundry and dyeing services should ensure the hygiene quality of clothing washing according to the provisions of GBZ/T199-2007.

11 Compensation Principles

11.1 If, due to the operator's responsibility, the washed clothing fails to meet the requirements of SB/T 10625-2011 or does not conform to the pre-agreed requirements with the consumer, or causes damage or loss of clothing, the operator should provide reprocessing, refund the laundry fee, or compensate for losses according to the situation.
11.2 If the failure to meet laundry quality standards is due to no fault of the operator, such as misleading washing labels or clothing production and quality not meeting national or industry standards, the operator is not responsible.
11.3 For clothing undergoing value-preserving cleaning, if damage or loss is caused by the operator's responsibility, or if the cleaning directly affects the original quality of the clothing and cannot be restored, the operator should compensate according to the agreed value with the consumer.