Learner Assessment Task

BSBMGT617 Develop and implement a business plan

BSBMGT617 Develop and implement a business plan Learner Assessment Tasks

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BSBMGT617 Learner Assessment Tasks V1.0 (9 September 2019)

Richmond School of Business | CRICOS Code: 03717E | RTO Code: 45432 2
 Assessment Task 1 Cover Sheet

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 Assessment Task 1

1. Outline three reasons why a company may choose to develop a business plan.

 To establish business milestones: - The business plan has to clearly lay out the long-time period
milestones which can be most essential to the success of your commercial enterprise. To paraphrase
Guy Kawasaki, a milestone is something extensive enough to return domestic and inform your
spouse approximately (without boring him or her to death). Would you tell your spouse that you
tweaked the business enterprise brochure? Probably not. But you’d really share the news that you
released your new website or reached $1M in annual sales.

  To better understand your competition: - Creating the business plan forces you to analyze the
competition. All agencies have competition within the form of both direct or oblique competition, and
its miles crucial to apprehend your corporation’s aggressive blessings.

 To force you to research and really know your market: -The most vital developments for your
industry are the best threats to your enterprise are the marketplace growing or shrinking. What is the
size of the target marketplace on your product creating the marketing strategy will help you to gain a
much broader, deeper, and more nuanced understanding of your marketplace.

2. Outline the key steps involved in developing a business plan.

 Research: - If your employer goes to run a viable marketing strategy and traders are going to put
their cash into it, your facts must be incredible. And that consists of knowing every topic involved,
now not simply your internal operations. Research and essential analysis are key to growing and
communicating a business plan nicely. The information used has to be applicable, valuable, and goal.
However, you’re now not writing a singular, so the presentation additionally needs to be concise. That
manner choosing the proper research to consist of as opposed to only a mind dump of anything
approximately the enterprise’s state of affairs.
.
 Detail the Company in Total: - Some folks write their business plan to best spotlight what they
suppose are the selling factors and appropriate functions in their challenge. That’s a mistake. Most
readers have a pretty true concept in which the agency sits inside the massive photo. Detail the
company’s status in complete, right and horrific. And where there are weaknesses, encompass plans
on how they may be addressed given the proper help. Details have to additionally consist of key
capabilities like patents, licenses, copyrights and unique strengths nobody else has.

  Write the Marketing Plan Beforehand: - An easy mistake made by way of most startups is that
human beings assume they are able to write a marketing strategy without understanding first how
something is going to be bought. A strategic advertising and marketing plan is critical; it shows how
your products or services goes to be delivered, communicated and bought to clients. It covers
wherein, while and what sort of, all the key portions that later on feed into the financial announcement
projections in the business plan. No wonder, advertising and marketing must be nailed down before
planning out the relaxation of the business.

 Include Your Motivation: - This is the most vital piece in a success plan – your motivation and
dreams. Why are you going through all this attempt, work, sweat and effort your motivation desires to
be a reason to be able to convince human beings the business will succeed, through thick and
skinny. A commercial enterprise wishes a assignment that drives it, no longer just selling to make
cash. Your motivation described inside the marketing strategy is that task.

 Be Willing to Change the Plan for Your Audience: - Another not unusual mistake oldsters
frequently make is writing best one marketing strategy. The document given to a lender is going to be
very one-of-a-kind than the only for inner course. Smart startups have a couple of variations, similar
to applicants have more than one resumes for one of a kind potential employers. Match the plan and
message to the target market you're addressing.
3. Outline five common components of a business plan.

 Company Description: - An employer description includes key information approximately your

business, goals and the goal customers which you need to serve. This is in which you explain why
your agency stands proud from different competition in the enterprise and wreck down its strengths,
consisting of the way it gives solutions for clients and the aggressive advantages in an effort to deliver
your enterprise an area to be triumphant.

 Market Analysis: - This is wherein you show which you have a key expertise of the fine details of
the industry and the particular market you intend to go into. Here you may substantiate the
strengths which you highlighted to your enterprise description with facts and facts that wreck
down enterprise tendencies and topics. Show what other organizations are doing and the way
they're succeeding or failing. Your marketplace analysis need to additionally help visualize
your target clients, how much money they make, what their buying conduct are, which
offerings do they need and want, and so forth. Above all, the numbers need to help solution
why your business can do it better.

 Competitive Analysis: - An accurate business plan will present a clear contrast of your enterprise
vs. your direct and indirect competition. This is where you show your information of the
enterprise with the aid of breaking down their strengths and weaknesses. Your give up aim is
display how your business will stack up. And if there are any issues that could save you from
leaping into the market, like high in advance costs, this is in which you'll need to be
approaching. Your competitive analysis will pass in your market analysis segment.

 Marketing Plan: - This is where you describe how you would like to get your products and
services in front of your goal clients. Break down here the stairs that you'll take to sell your
merchandise and the finances that you'll be wanting to put in force your strategies.

 Sales Strategy: - This section ought to solution how you will promote the goods that you are
building or perform the services which you intend to provide. Your sales strategy ought to be
particular. Break down how many sales reps you will want to hire and how you may recruit
them and convey them on board. Make certain to consist of your income targets as well.

4. Outline three areas that the initial business planning process may address.

5. Outline the purpose of a SWOT analysis in a business planning process.

A SWOT Analysis is regularly utilized by organizations and firms in their strategic making plans
technique. In order to devise an effective approach, corporations need to recognize their personal
scenario and the world around them via a goal evaluation or ‘reality test’. This entails an Internal
Analysis of the corporation and an External Analysis of the sector wherein it operates.

SWOT stands for Strengths, Weaknesses, Opportunities, and Threats, and so a SWOT Analysis is a
technique for assessing those four elements of your enterprise.

You can use SWOT Analysis to make the most of what you've got, on your agency's great benefit.
And you could reduce the probabilities of failure, by expertise what you're lacking, and putting off
risks that could in any other case catch you unawares. Better nonetheless, you may start to craft a
strategy that distinguishes you from your competitors, and so compete correctly to your marketplace.

 We are able to reply very quickly as we haven't any red tape and no want for better management
approval.
 We are capable of supply genuinely exact client care because the modern small amount of labor
manner we've lots of time to commit to client.
 Our lead consultant has a sturdy reputation inside the marketplace.
  We will alternate course fast if we discover that our marketing is not operating.
 We've got low overheads so we will provide appropriate value to clients.

6. Describe the relationship between performance objectives and key performance

indicators in a business plan.

Result Based Performance Objectives On the off chance that you consider a presentation target a
final product, like a business objective, it's critical to set practical objectives. To do this, utilization
noteworthy outcomes as your beginning stage. Then, meet with individuals who will be liable for
meeting these exhibition targets, and get their subjective input on objective setting. Whenever you
have made sensible objectives, set the strategies for accomplishing these objectives, list the assets
you'll require, set cutoff times and make a reinforcement intend to help your staff in the occasion your
unique arrangement isn't working.

Pure Performance Objectives On the off chance that you consider an exhibition target a method of
improving as opposed to a final product, meet with the entirety of individuals answerable for your
objectives to talk about how you will meet them. Every individual will have a section to perform and
ought to disclose it to the gathering. The gathering would then be able to scrutinize every member,
inquiring as to whether the staff part can wipe out advances, on the off chance that he needs more
assets or if his present cutoff times are practical. For instance, if the organization has a result
objective of selling more items on the web, execution objectives may incorporate diminishing site
blackouts, making the requesting interaction simpler, expanding web-based media promoting, and
broadening phone uphold hours and adding greater installment alternatives.

Key Performance Indicators Whenever you have set your result and execution goals, make key
execution pointers that let you know all through your course of events how you are getting along. For
instance, if you will likely sell 100,000 units of your item this quarter, you may decide you need to sell
50,000 on the web, 25,000 in retail locations and 25,000 through lists. In view of the time it takes to
sell by means of a list versus on the web, you may see an underlying surge of online deals after you
get promoting that tightens going at the finish of the quarter, with more inventory deals coming in
toward the last month. Your key presentation pointers may incorporate site traffic measurements,
calls from your inventory beneficiaries and week by week marketing projections. In the event that you
have low online guest and traffic deals the initial not many weeks, these are key execution pointers
that reveal to you that your showcasing pointed toward driving on the web traffic isn't working. On the
off chance that your telephones are ringing free with calls from potential inventory clients who start
requesting not long after they get the list, this is a key presentation marker that your index promoting
is working.

7. Explain why it is important for a business to use a range of performance measures

within its business plan.

Performance measurement is the process of collecting, analyzing and reporting information

regarding the performance of an individual, group, organization, system or component. One of the
most important aspects to be considered in relation to performance measurement process is that the
performance measures work qualitatively to provide the useful information about products, processes
and services that are produced in a business. Hence, implementing performance measures is a great
way to understand and manage and improve what a a business organization does.

The measurement of performance is a continuous process which involves checking the performance
against the standards that have been fixed to be followed. It leads to compare the actual performance
with the established standards. A manager needs to supervise, observe and control the activities of
his subordinates while he is involved in studying various summaries or reports, so that he may
manage the work in an effective manner getting the things accomplished in a desirable manner. It
requires the manager to constantly check the performance in order to take corrective actions in case
of deviations ensuring that such deviations do not occur gain. Thus the Performance measurement is
an ongoing, continuous improvement operation.

As stated above, the process of performance measurement leads to compare the actual performance
with the standards. This in turn helps managers to understand the extent at which the performance is
getting deviated from the expected ones. This way determining whether performance matches
standards entails evaluating the differences and take necessary actions to improve the performance.
However, while analyzing deviations, it is important to consider that some deviations in performance
 can be expected and so controlling by exception is useful in this way. It is therefore important that a
manager should concentrate on exceptional deviations instead of trying to control each and every
deviation. According to management by exception principle by Fredrick W. Taylor, Managers should
concentrate on only exceptional deviations instead of trying to correct each and every deviation. It is
also worth mentioning the saying,

8. If a business plan has an objective of improving customer satisfaction, describe three

performance measures that could be used to measure customer satisfaction.

At its generally essential, consumer loyalty quantifies how your item, administration, and by and large
experience either misses the mark, meets, or surpasses client assumptions.
How you measure it shifts from business to business. Some may put together it altogether with
respect to maintenance and rehash clients, while others may make a mathematical worth dependent
on information or potentially client criticism.
Notwithstanding, it measures, rates, and endeavors to oversee how glad your clients are with you,
your items, and your image overall.

Clearly fulfilled clients are something worth being thankful for. Notwithstanding, it could be somewhat
harder to express precisely why. Growth and income are key components of an effective business.
That abandons saying.

 Customer Satisfaction Surveys: - The consumer loyalty study is the standard methodology for
gathering information on client joy. It comprises of asking your clients how fulfilled they are, with
or without follow up inquiries. Three helpful varieties:

 In-App Surveys
 Post-Service Surveys
 Long Email Surveys
 Customer Satisfaction Score: - This is the most standard consumer loyalty metric, requesting
that your client rate her fulfillment with your business, item, or administration. Your CSAT score
is then the normal rating of your client reactions.

An American is bound to rate a help as "stunning" or "horrible" than for instance a Japanese,
who will adhere to "fine" or "not palatable." Such contrasts are imperative to know about with a
worldwide client base.

 Net Promoter Score: - The Net Promoter Score (NPS) gauges the likeliness of a client eluding
you to somebody, and it's presumably the most well known method of estimating client devotion.
Client is asked that they are so liable to suggest you on a scale from 1 to 10.

The strength from NPS is that it's not about a feeling of fulfillment, but rather about your goal of
alluding – which is simpler to reply. It chops down to whether or not the item is sufficient to risk
your own standing.

9. Describe the balanced scorecard approach in relation to performance measurement

The role for strategy maps and Balanced Scorecards to develop performance objectives and
measures. We show how associations utilize their scorecards to adjust key administration cycles and
frameworks to the system. We likewise examine the relationship of the Balanced Scorecard (BSC) to
other monetary and cost estimation activities, for example, investor esteem measurements and action
based costing, and quality projects. We finish up with proposals about promising circumstances for
extra examination on estimation and the executives frameworks. When requested to portray how the
Balanced Scorecard assisted them with accomplishing advancement execution, chiefs of receiving
associations persistently alluded to two words: arrangement and core interest. Albeit every association
accomplished vital arrangement and center in an unexpected way, at various speeds and in various
successions, each in the long run utilized a typical arrangement of five standards, which we allude to
as the Principles of a Strategy-Focused Organization, Customarily, numerous Federal offices have
estimated their authoritative presentation by zeroing in on inside or cycle execution, taking a gander at
components, for example, the quantity of full-time counterparts assigned, the quantity of projects
constrained by the office, or the size of the spending plan for the financial year. Interestingly, private
 area organizations generally center on the monetary proportions of their main concern: profit from
venture, piece of the pie, and income per-share. Alone, neither of these methodologies gives the full
viewpoint of an association's exhibition that an administrator needs to oversee viably. However, by
adjusting inner and measure measures with results and monetary measures, directors will have a
more complete picture and will realize where to make upgrades.

10. Outline key stakeholders who may be involved in business planning.

Assessment Task 2 Cover Sheet

Student Declaration
To be filled out and submitted with assessment responses

 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded
with any other student(s).
 I understand that if I am found to have plagiarized, cheated or colluded, action will be taken against
me according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.

Student name

Student ID number

Student signature

Date

Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Assessor name

Assessor signature

Date

Assessment outcome S NS DNS Resubmission Y N

Note: S – Satisfactory, NS – Not satisfactory, DNS – Did not submit

Feedback

Student result response

 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.

Student signature

Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
 Assessment Task 2

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1. Prepare to develop business plan.

Review and evaluation

From the data gave Ozhouse clean requirements to have new administration in promoting and
examination, which can help in planner organization development and piece of the overall industry
through making ads in online media. The client base will be considered before the administrations
gave as well. Along these lines, there is need for Ozhouse to make a decent affinity with its customer
base and furthermore have sound monetary administration abilities that can prompt its development
and quick growth. Based on the audit and assessment over the business' vision, mission, and
destinations will be as per the following:

Vision

To turn into a main cleaning organization in Melbourne downtown and furthermore to give proficient
cleaning administrations to our customers going from corporate, lodgings, enterprises, home and
schools.

Mission

Our central goal is to give better proficient cleaning administrations by guaranteeing that we address
the issues of our customers and furthermore to guarantee that each customer gets commendable
assistance and incentive for his cash.

Core values

 Integrity

 Professionalism

 Commitment

 Excellence

 Team Work

 Innovation

 Customers Care

Key Objectives

Our main objectives include:

 Provision of services that exceed the expectation of our customers.

 Increase the number of clients by 10% every month.

 Utilize our services through the provision of excellent work that will give us more referrals and leading
to contact information on our website
 Key performance indicators

Some of the key performance indicators that we will have to take into consideration include the
following:

 The physical appearance of the place that has been cleaned up

 Customer satisfaction should be into consideration
 Indoor air after cleaning is done

 Sustainability

2. Meet with Senior Management to discuss the business plan.

The primary purpose of a business plan is to define all the goals involved in the business that we are
about to undertake and on how to reach those goals. It will also help in decision making concerning
key objectives required to start a business like, for instance, whether, rent space for working together
or to purchase a similar territory. Along these lines, this makes the business arrangement to be the
most basic part of business arranging. Advantages that accompany field-tested strategies are that
they can help you secure financing for your business. They can likewise help you measure whether
to begin the business and if to begin what you need prior to commencing your business. It
additionally helps in examining the possible rivalry and how to go about with impending and existing
rivalry on the lookout. Consequently, this makes the business arrangement be a fundamental
perspective when intending to begin a business.

It moreover helps in analyzing the likely contention and how to go about with impending and existing
competition on the lookout. Thusly, this causes the business game plan to be fundamental point of
view when needing to start a business. Parts that we will recall for the procedure will incorporate the
going with: true rundown, vision, significant, SWOT examination, Market assessment, Marketing, and
arrangements methodologies and financials. Exactly when this are noted down in a field-tried
methodology, it goes out to be increasingly pleasing to envision the business and thus inciting the
association being atriumph.From my appreciation, the vision of Ozhouse clean gathers that the
association intends to give cleaning organizations taking all things together circles running from
corporate, adventures, hotels, homes, among others. Concerning the critical, association means to
pass on praiseworthy administrations to its clients so the clients can't discuss work done by the
association; rather, they get an incentive for the money paid. The benefits of the association:
Integrity-it proposes that all work will be executed without the property of the client is lost. Obvious
ability it suggests that each action done can't avoid being done subject to outlined out principles of
cleaning. Obligation it gathers that each delegate of the association has conceded to giving the best
Excellence – Implies that the association will ensure each cleaning done is engaging the eyes of the
client, and consequently model assistance is promoted. Coordinated effort – Implies that delegates
reliably collaborate, and no work is for a particular sexual orientation or individuals. Development –
Implies considering novel considerations that simplify work and along these lines giving the best to
clients. Customer Care – construes that the association tries to give the best to its clients and thusly,
if there ought to be an event of any issue, you can show up at the association.

Proposed execution goals altogether affect the development and success of the organization.

 We are offering types of assistance that surpass the assumption for our clients. The company will
endeavor to give the best to its clients to hold the client base and furthermore increase the piece of
the overall industry.

 It is expanding the quantity of customers by 10% consistently. It will include the company providing
the best to its customers which will prompt numerous customers visiting get in touch with us on the
company site.
  We are using our administrations through the arrangement of amazing work that will give us more
references and prompting contact data on our site. Task finished well leads to more customer
references. Along these lines, the organization will endeavor to guarantee that representatives
receive training on the most proficient method to better their work.

3. Develop business plan

.
Executive Summary
Ozhouse Clean is situated in Melbourne and offers proficient, private cleaning administrations,
including ordinary home cleans, just as spring cleans. The organization was set up in 2005 and is a
privately-owned company set up and worked by James and Nancy Anderson. James and Nancy are
the Directors of the organization. Their little girls, Amanda and Sarah, are additionally utilized by the
organization. Amanda is the Operations Manager and Sarah is the Administration Manager.

Vision
Ozhouse are continually attempting to set up ourselves as the most regarded and pursued agreement
cleaning and offices uphold administration in Melbourne. Likewise to furnish the client with all private
cleaning administrations in an earth sound, totally dependable, and proficient way. We exist to pull in
and look after clients.

Our Values are:

Respect: taking time to understand and value each person and respecting their choices.

Responsibility: acting with integrity towards our staff, our customers, the community and the
environment.

Caring: a duty of care for our staff, customers and the environment.

Excellence: to always look to provide the best quality experience with regards to our cleaning and our
customer service.

Integrity: to act with honesty, openness and do what we say we will do.

Innovation: to be industry leaders

Strategic Objectives
Ozhouse key destinations which are essential to our business in conveying top notch cleaning and
client assistance are as per the following:

 Furnish our clients with an expert and well disposed assistance.

 To build the quantity of customers by 20% in the principal year of presenting business cleaning
administrations and 10% from there on.
 Meet or surpass the assumptions for clients.
 Actualize best practice in cleaning tasks, including ecologically manageable practices

Market Analysis
The organization sees its place of distinction from contenders similar to a little privately-owned
company with an emphasis on quality and cheerful and content staff and clients. The supervisory crew
comprehends this purpose of distinction may have to change as the business develops. There may a
requirement for greater administration staff to be utilized, for instance, while Sarah oversees
advertising, she isn't gifted here and is extremely occupied with the organization side of the business.
A talented promoting official might be required.

Ozhouse Clean will focus on the upper finish of the house keeping market. No doubt, at any rate on
the off chance that you opened the business directory, that there isn't a requirement for another
housekeeping administration. Depend on it, be that as it may, there is a requirement for a quality, fair
assistance. Right now, target clients are situated in the more prominent Melbourne zone. Target
clients are individuals who need an expert, reliable and faultless cleaning administration. Evaluating
mirrors that of contenders.

Ozhouse Clean utilizes 15 cleaners, every one of whom is low maintenance contract staff working
between 10 – 15 hours per week. The organization at present has roughly 70 standard customers,
based around Melbourne's downtown. These customers require customary home cleaning, either
week after week or fortnightly for quite a long time going from 3 – 6 hours. A standard hourly pace of
$40 each hour is charged. Staff get an hourly pace of $25 each hour with the expense of the items
gave to staff to cleaning, including hardware and continuous supplies, works out to be around $2 each
hour on top. The organization is likewise thinking about whether it could be savvier to move to utilizing
various full-time, lasting cleaning staff. This is part of the way in light of the fact that there is a high
turnover of easygoing staff and little unwaveringness to the organization. Staff costs for utilizing full-
time cleaners are $55,000 per cleaner each year including all superannuation installments.

Target customers and needs

Ozhouse Clean objective clients are situated in the more noteworthy Melbourne territory. Target
clients are individuals who need an expert, dependable and impeccable cleaning administration.
Zeroing in on these individuals since they appreciate an expert, dependable, reliable, and impeccable
housekeeping administration, and are more than able to pay for this. While Cleanly, Melbourne has a
few diverse cleaning administrations, Ozhouse Clean is the one in particular that objectives the
princely only. The well off are predictable clients. Regardless of whether they have a house keeping
administration doesn't rely upon the accounts every month. These gatherings consistently have the
cash for our administrations, similarly as they generally need/want a spotless house.

Pricing options
Regularly, organizations set their costs lower than their rivals. In our circumstance nonetheless, the
business has greater expenses for conveyance administration and advancements to expand clients'
mindfulness and set up brand name. Organization NAME will set costs to coordinate those of
contenders. The estimating plan depends on a for every help cost. Besides, the business targets
working and expert clients who regularly follow through on less regard for cost than the quality and
accommodation of administration. Individuals with higher livelihoods will pay more for highlights, client
assistance, quality, and comfort.
Ozhouse Clean will get going their coordinating their primary rival's costs and the organization will be
intently checking the financials to ensure that the organization builds up a reasonable business without
intensely limiting administrations to win clients. All business requests will be at first taken care of by
the entrepreneur. Ozhouse Clean will likewise prepare every one of our workers, particularly those
confronting the clients, in client support to ensure that the organization's clients are completely fulfilled,
as such clients won't just remain longer with Ozhouse Clean yet will likewise elude different clients.
Ozhouse Clean will offer restricted limits to clients with enormous repeating orders and furthermore
give impetuses to new client references.

Legislation/Regulations
The Occupational Safety and Health Administration (OSHA) have an assortment of guidelines
identifying with, in addition to other things, eye and face assurance, hand and foot insurance,
poisonous and dangerous substances, and ventilation. You ought to research both these and other
government and state guidelines identifying with janitorial administrations to guarantee you are taking
the necessary measures to secure your laborers and yourself.

ISO 9001 is a quality administration standard which is intended to help and association address the
issues of clients and partners and manages the essentials of value the executive’s frameworks and
the necessities that an association needs to meet to satisfy recommended quality norms. At Elite
Cleaning and Environmental Services Ltd, we value giving greatness as standard and the most
noteworthy potential degrees of individual regard for our customers, and brilliant cleaning norms.
 World class Cleaning and Environmental Services Ltd adjust to the Health and Safety the executives
OHSAS 18001 accreditation with the expectation to control word related wellbeing and dangers, to
improve wellbeing and security the board strategies inside every one of our customer areas.

Supplier relationships
Cleaning items are vital for keeping up alluring and refreshing conditions in the home and working
environment. Notwithstanding the conspicuous tasteful advantages of cleaning, the evacuation of
residue, allergens, and irresistible specialists is pivotal to keeping an invigorating indoor climate. Be
that as it may, cleaning items can introduce a few wellbeing and ecological concerns. They may
contain synthetics related with eye, skin, or respiratory aggravation, or other human medical problems.

Situation Analysis

Strengths Weaknesses
provides quick and convenient service Competition from already established competitors
door-to-door service for dry cleaning in Melbourne
The company offers a relatively new Lack of funds to invest in training staff

Opportunities Threats

Expected growth in commercial cleaning sector High level of competition

Expenditures on clothing are increasing New technology changes may bring out new
family washing machines for dry cleaning
Average income of Melbourne citizens is
increasing Low price competitors

People tend to spend more time on leisure

activities

There is a high likelihood of repeat business

 Marketing Strategies

Place: Dealing straightforwardly with clients, helpfully in the clients' homes in Melbourne. Ozhouse
Clean will get garments from and return them to clients' homes. Solicitations for pressing circumstance
pickups and conveyances will be obliged, and an ostensible expense charged.

Product: Free home pickup and conveyance administration, going to clients' homes between 6 pm - 9
pm three times each week. Ozhouse Clean give accommodation and excellent cleaning, clothing, and
modification administrations.

Price: Normally, organizations set their costs lower than their rivals. In their circumstance in any case,
the business has greater expenses for conveyance administration and advancements to build clients'
mindfulness and set up brand name. Ozhouse Clean will set costs to coordinate those of contenders.
The estimating plan depends on a for each help cost. In addition, the business targets working and
expert clients who regularly follow through on less regard for cost than the quality and comfort of
administration. Individuals with higher livelihoods will pay more for highlights, client assistance, quality,
and accommodation.

Promotion:

 Promote the organization's administration in the nearby press, the Internet, public zones, for example,
transports and train stations, retail plazas and grocery stores and so on, and drop publicizing material
into families' post boxes.

 Offer 10% markdown as an impetus for clients who sign one-year contracts.

 Issue coupons with lower cost for faithful clients.

Actions

Date Actions Specific actions to achieve Resource requirements (financial, Key performance indicators
Month objectives physical, human)
and year

Operations Manager Manufacturers show the lowest cost

March Develop an incentive plan for option.
Budget needed to purchase
2019 research and development staff
products, additional $10,000 per Eco-friendly cleaning services reflect
who are slow to innovate
month pricing to cover product costs

Establish commercial cleaning Operations Manager Contract with at least 15 new

service including: commercial cleaning customers
Recruit two new full-time cleaners.
during the first year
Expand sales to existing
April customers (build on a strength) Increase the number of customers
2019 by 30%
Introduce existing products into a
new market (build on a strength)

New marketing strategies result in

May Monitor the Progress of the sales and customer levels in the first
2019 Implementation Process Operations Manager year of planning.

Provide the Required Resource

Facilitation

Identify and implement new Need to recruit a Marketing Officer Advertising in local media for new
June marketing strategies including: employees
 2019 Hire 7 additional employees
 Face book presence according to the contract depending
 Blogging on web site on the number of commercial
cleaning customers.
 Door drops of leaflet

Operations Manager to investigate At least 20 new customers utilizing

July 2019 Realign the Organizational environmentally friendly services in
Structure Budget of at least $100,000 for the first year of the business plan
new Organizational Structure

4. Send an email to the management team (your assessor)

Dear Management Team,

I am writing confirm the origination vision, mission and values for ozhouse Clean as discussed at the
meeting.
I am waiting your
The directors of the company have approved the business plan and have asked you to begin
implementation. Your first task is to email the management team the approved business plan.

The text of the email should be in grammatically correct English, written in an appropriate
(polite, business-like) style.
It should introduce and summarise the contents of the attachment.

The email text should explain that the business plan is going operational and provide a brief
overview of the timelines for implementation and key performance requirements. Your email also
needs to ensure that the Operations Manager and the Administration Manager are equipped and
prepared to begin implementation of the action items assigned to them.

Attach your business plan to the email.

5. Assist Amanda with an implementation task

Amanda has approached you for assistance with the customer satisfaction survey she is
responsible for as she doesn’t have a lot of marketing experience. Partner up with one of your
classmates and together develop a customer satisfaction survey which you can generate to
customers through Survey Monkey.

Create a new Word document for this activity, and name it accordingly.
The questionnaire should fit on one side of an A4 page.

Develop between 6 - 8 questions that measure customer satisfaction and can be answered on a
sliding scale from 1 (which is don’t agree at all) to 10 (which is totally agree).
Use language that is polite and friendly. There should be a space under the questions for
responders to give written feedback.

During this activity you need to take turns training each other:
6. Part 1 – team member 1 role plays Amanda while team member 2 coaches her
on developing a survey in a Word document
7. Part 2 – team member 2 role plays Amanda while team member 1 coaches her on
 how to upload the survey to SurveyMonkey and distribute.
Your assessor will be looking to see that you can effectively coach and train someone by
demonstrating, assisting and guiding.

Send your survey to your assessor.

6. Onboard a new employee

Read the following:
et you know that this is related to the reliability of contractor staff as has been previously discussed. The time has come to appoint one of the contra
 A suitable contract cleaner has been identified and they have agreed to the fulltime job offer and
conditions.

Prepare the employee contract template included in your resource folder in the relevant sections
using the information below:

Employee: David Smith, 5 Wellington Way, Melbourne 3000

Working hours: 9 am – 5pm.
38 hours per week
Fortnightly payment basis

7. Send an email to the employee (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate
(polite, business-like) style.

It should introduce and summarise the contents of the attachment and ask them to read through
and return the contract if happy with its content. Inform them of a training session they need to
attend with Amanda as part of the induction process which will occur next Monday at 9am.
Provide a summary of the training as taken from the induction checklist included in your
resources folder and let them know they can direct any questions they have to Amanda who will
be their direct manager moving forward.

Assessment Task 3 Cover Sheet

Student Declaration
To be filled out and submitted with assessment responses

 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded
with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.

Student name

Student ID number

Student signature

Date

Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Assessor name

Assessor signature

Date
 Assessment outcome S NS DNS Resubmission Y N

Note: S – Satisfactory, NS – Not satisfactory, DNS – Did not submit

Feedback

Student result response

 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.

Student signature

Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
 Assessment Task 3

1. Prepare to develop monitoring and evaluation report

Review the scenario information.

Develop an outline for your report ensuring that:
 Your report will address a balance of both financial and non-financial information on
business performance as per the scenario information.
 To assist in making the information as user friendly as possible, your report should
include visual information to show how the business has performed such as graphs or
charts.

Ensure that you provide your report according to the timelines set by your assessor to show that
you can provide timely reports. You will be assessed on this.

2. Develop a business monitoring and evaluation report

Your report should include the following:
 An overview of business performance based on the data provided for this year, as well as
the data provided for the previous year (as documented in the scenario information for
Assessment Task 2).
 An analysis of business performance to determine if the performance indicators have
been achieved.
 An evaluation of the non-financial information gained from the survey, impact on the
business and variations that could be made to the business plan based on this
information.
 A review of additional performance measures that can be used to measure customer
retention and customer satisfaction based on the decrease in residential customers
as advised in the scenario information.
You will need to research the range of performance measures that could be used and report
on performance indicators that you consider to be suitable.
Your report should include a clear explanation of the performance indicators and your
rationale for using these indicators.
 An evaluation of the strengths and weaknesses of the business plan (the plan
you developed for Assessment Task 2) and recommended improvements.
Review the information at the link below (paste the link into your browser if the link is not
working directly) and for each component of your business plan.
Provide an assessment of your plan, noting that some areas may not have been covered.
Provide an overall assessment of the strengths and weaknesses of your plan based on your
assessment.http://coba.belmont.edu/fac/schenkelm/etp3000/Course_Documents/Business%
20Plan%20Assessment%20Template.pdf
 Provide a summary of recommendations for the upcoming year based on your evaluation
as above, as well as required changes to the business plan.
Use the Business Monitoring and Evaluation Report Template to guide your work.

3. Send an email to the management team (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate
(polite, business-like) style.
It should introduce and summarise the contents of the attachment.
 Attach your Business Monitoring and Evaluation Report to the email.

Assessment Task 4 Cover Sheet

Student Declaration
To be filled out and submitted with assessment responses

 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded
with any other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against
me according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.

Student name

Student ID number

Student signature

Date

Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Assessor name

Assessor signature

Date

Assessment outcome S NS DNS Resubmission Y N

Note: S – Satisfactory, NS – Not satisfactory, DNS – Did not submit

Feedback

Student result response

 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.

Student signature

Date

A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
 Assessment Task 4

1. Send an email to the contract cleaner (your assessor).

The objective of the email is to prepare all participants for a meeting.
The text of the email should be in grammatically correct English, written in an appropriate
(polite, business-like) style.

It should advise them that you would like to set up a meeting to discuss identified areas of
concern. Identify the date and time of the meeting.

2. Conduct meeting
Conduct the meeting at the specified time on the specified date with the contract cleaner (your
assessor will be playing this person), explaining to them what the problem is, why it is a problem
and how it impacts on the business. This meeting should be treated as a coaching session to try
and get the staff member to understand the issues and meet the required performance
standards.

At the meeting you must:

 Explain the purpose of the meeting
 Explain to the contract cleaner what the problem is.
 Discuss the level of performance expected by the company.
 Demonstrate your interpersonal and communication skills by:
o Keeping your communication clear and simple
o Asking questions to identify reasons for underperformance and to confirm
information provided.
o Listening to the contract cleaner and confirming and clarifying information shared
o Discuss and agree on a solution

3. Send an email to the contract cleaner (your assessor).

The objective of the email is to prepare all participants for a meeting.
The text of the email should be in grammatically correct English, written in an appropriate
(polite, business-like) style.

It should summarise the meeting and the solution agreed to.

The email should be sent within 1 day of the meeting.

4. Develop a report on actions and solutions

Write a report for the management team explaining the issues and the solutions you have
identified.
You should also identify any changes you consider should be made to the business systems or
process as well as to the business plan as applicable.

As a guide, your email should be approximately 3 paragraphs long.

5. Send an email to the management team (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate
(polite, business-like) style.

The email text should include your actions and solutions report.