What is quality? The answer is a moving target with multiple variables—depending on who’s asking the question. For laundry operators, it’s the customer whose answer counts. “It does not matter what the industry calls quality, but what the customer considers it to be,” says David Bernstein, senior vice president of Turn-Key Industrial Engineering Services Inc., Charlottesville, VA. “Value and quality are determined by the customer.”
 
Customer demands for quality vary widely. But there are common factors in controlling the quality of the final products and ensuring that machinery and processes are functioning at peak levels to help ...