Implement best practice in cleaning operations

Task-2
Activity 1
Question -1
Ozhouse Clean is situated in Melbourne and offers proficient, private cleaning administrations,
including normal home cleans, just as spring cleans. The organization was built up in 2005 and is
a privately-run company set up and worked by James and Nancy Anderson. James and Nancy are
the Directors of the organization. Their girls, Amanda and Sarah, are likewise utilized by the
organization. Amanda is the Operations Manager and Sarah is the Administration Manager.
Vision
Ozhouse are continually attempting to build up ourselves as the most regarded and looked for
after agreement cleaning and offices bolster administration in Melbourne. Additionally to furnish
the client with all private cleaning administrations in a naturally solid, totally dependable, and
proficient way. We exist to pull in and look after clients.
Mission
Ozhouse Clean is focused on giving the greatest private and business cleaning administrations
accessible by surpassing the desires for our customers.
Our values are:
Regard: setting aside some effort to comprehend and esteem every individual and regarding their
decisions.

Duty: acting with uprightness towards our staff, our clients, the network and the earth.
Minding: an obligation of care for our staff, clients and the earth.
Greatness: to consistently hope to furnish the best quality involvement with respect to our
cleaning and our client care.
Respectability: to act with trustworthiness, transparency and do what we state we will do.
Development: to be industry pioneers.
Strategic Objectives
Ozhouse key objectives which are fundamental to our business in delivering world-class cleaning
and customer service, are as follows:
● Provide our customers with a professional and friendly service.
● To increase the number of clients by 20% in the first year of introducing commercial
cleaning services and 10% thereafter.
● Meet or exceed the expectations of customers.
● Implement best practice in cleaning operations, including environmentally sustainable
practices.
To prevail around here we should:
● Make a one of a kind, inventive cleaning items that will separate us from the remainder
of the challenge.
● Tap every one of the assets.
● Clean it like it is your own.
● Give 100% fulfillment to our clients and keeping up the degree of magnificent
administrations among different contenders.

● Make frameworks for each capacity: cleaning, clothing, supervision, revealing, client
care, bookkeeping and the executives. Gain admittance to high-traffic shopping centers
close to the objective market.
Question 2
Market Requirements
The company sees its point of difference from competitors as being a small family business with
a focus on quality and happy and content staff and customers. The management team
understands this point of difference may need to change as the business grows. There may a need
for more management staff to be employed, for example, while Sarah manages marketing, she is
not skilled in this area and is very busy with the administration side of the business. A skilled
marketing officer may be needed.
Ozhouse Clean will target the upper end of the house cleaning market. It would appear, at least if
you opened the yellow pages, that there is not a need for another house cleaning service. Make
no mistake, however, there is a need for a quality, honest service. Currently, target customers are
located in the greater Melbourne area. Target customers are people who want a professional,
trustworthy and immaculate cleaning service. Pricing reflects that of competitors.
Competition in the dry cleaning/laundry business in the Melbourne area is not fierce. The
company believes that Home Cleaning Melbourne and My home service in Melbourne is the
company's major local competitor. The company also believes that it will be able to win
customers from the regular, drop-off competitors by enhancing the clients' peace of mind
through a new level of convenience and saving their time.

Ozhouse Clean employs 15 cleaners, all of whom are part-time contract staff working between
10 – 15 hours a week. The company currently has approximately 70 regular clients, based around
Melbourne's inner city. These clients require regular home cleaning, either weekly or fortnightly
for hours ranging from 3 – 6 hours. A standard hourly rate of $40 per hour is charged. Staff
receive an hourly rate of $25 per hour with the cost of the products provided to staff for cleaning,
including equipment and ongoing supplies, works out to be approximately $2 per hour on top.
The company is also considering whether it may be wiser to move to employing a number of
full-time, permanent cleaning staff. This is partly because there is a high turnover of casual staff
and little loyalty to the company. Staff costs for employing full-time cleaners are $55,000 per
cleaner per year including all superannuation payments.
Question 3
Profile of Customer Needs
Ozhouse Clean target customers are situated in the more prominent Melbourne zone. Target
customers are individuals who need an expert, reliable and faultless cleaning administration.
Concentrating on these individuals since they value an expert, solid, reliable, and perfect
housekeeping administration, and are more than ready to pay for this. While Cleanly, Melbourne
has a few diverse cleaning administrations, Ozhouse Clean is the one in particular that targets the
well-to-do solely. The rich are steady customers. Regardless of whether they have a house
keeping administration doesn't rely upon the funds every month. These gatherings consistently
have the cash for our administrations, similarly as they generally need/want a perfect house.
Question 4

Competitors
In spite of the fact that there are heaps of competitors in the cleaning administration space, there
is a valid justification for this challenge, request is high. A lot of servants/janitorial
administrations have holding up records, they can't satisfy needs.
The private housekeeping specialty is a subset of the bigger cleaning business. Inside the
cleaning industry, there are both private just as business cleaners. The business cleaners are
commonly a janitorial administration that offers a wide scope of administrations from general
office cleaning to cover cleaning, window cleaning. Janitorial administrations are a one-stop
administration offering for business organizations. There are additionally private cleaning
administrations. The private housekeeping market is adjusted dominatingly by autonomous
organizations. There are, notwithstanding, a couple of huge establishments. Private
administrations are separated into several distinct classifications, house cleaner or housekeepers,
cover cleaners, window cleaners, and an assortment of different administrations that are required
on a less continuous premise. They are unmistakably progressively confined in their scope of
offered administrations comparative with the business janitorial administrations.
Regularly, organizations set their costs lower than their competitors. In our circumstance be that
as it may, the business has greater expenses for conveyance administration and advancements to
expand customers' mindfulness and build up brand name. A few organizations will set costs to
coordinate those of competitors. The estimating plan depends on a for every help cost.
Additionally, the business targets working and expert customers who regularly follow through on
less regard for cost than the quality and comfort of administration. Individuals with higher
livelihoods are eager to pay more for highlights, client assistance, quality, and comfort.

Ozhouse Clean will begin their coordinating their primary rival's costs and the organization will
be intently checking the financials to ensure that the organization builds up a practical business
without vigorously limiting administrations to win customers. All business requests will be at
first dealt with by the entrepreneur. Ozhouse Clean will likewise prepare every one of our
representatives, particularly those confronting the customers, in client support to ensure that the
organization's customers are completely fulfilled, all things considered customers won't just
remain longer with Ozhouse Clean however will likewise allude to different customers. Ozhouse
Clean will offer constrained limits to customers with enormous repeating orders and furthermore
give motivating forces to new client referrals.
Question 5
Research and identify any relevant permits or licencing requirements for Ozhouse Clean.
Ozhouse Clean Policy is focused on:
● Politeness: the utilization of good habits in all collaborations
● Responsiveness: meet concurred time allotments and follow up on all inquiries
● Professionalism: being objective and learned and showing respectability
● Understanding: customers and their business
● Confidentiality: regarding the privacy of client data
● Transparency: forms are clear, predictable, simple to get to and recorded.
● Don't make guarantees except if you will keep them
● Be accommodating - regardless of whether there's no quick benefit in it.
● Assist customers on an initially come, first served premise to the degree conceivable
without encroaching on the administration needs of different customers.

The Occupational Safety and Health Administration (OSHA) has an assortment of guidelines
identifying with, in addition to other things, eye and face security, hand and foot assurance,
poisonous and unsafe substances, and ventilation. You ought to explore both these and other
government and state guidelines identifying with janitorial administrations to guarantee you are
taking the necessary measures to ensure your laborers and yourself.
Question 6
As Operations Manager of Ozhouse Clean, identify below two (2) legislation or regulation
requirements
ISO 9001 Quality Management Standard
ISO 9001 is a quality management standard which is intended to help and association address the
issues of customers and partners and manages the essentials of quality management frameworks
and the prerequisites that an association needs to meet so as to satisfy endorsed quality standards.
At Elite Cleaning and Environmental Services Ltd, we pride ourselves on giving greatness as
standard and the most noteworthy potential degrees of individual consideration regarding our
customers, and phenomenal cleaning standards.
ISO 14001 Environmental Management
ISO 14001 accreditation guarantees full consistence with best practice and business forms and
guarantees consistence with enactment, guidelines and natural prerequisites and to persistently
endeavor to make a superior situation.
OHSAS 18001 Health and Safety Management

First class Cleaning and Environmental Services Ltd adjust to the Health and Safety management
OHSAS 18001 accreditation with the goal to control word related wellbeing and dangers, to
improve wellbeing and security management systems inside every one of our customer areas.
Task-3
Monitoring and Evaluation of Business Plan Report
Section 1
Overview of Business Performance
Ozhouse gives cleaning administrations to homes and janitorial administrations. For the instance
of home cleaning it provides administrations like; clothing cleaning, cleaning and housekeeping
which has pulled in more customers prompting an expansion in client base and development of

the organization's piece of the pie in Melbourne downtown. Larger part of the regular workers
customers have discovered these administrations all the more engaging, and hence, the vast
majority of them are do acquire their garments once in a while for cleaning at Ozhouse, and
when they are originating from work, they only yuck as they go or conveyances at their doorstep
upon demand. On the off chance that this proceeds for quite a while, there is a probability that
the client will allude Ozhouse to companions and family members, which is an or more for
Ozhouse since it's expanding its client base. Aside from the Ozhouse getting more customers,
they are probably going to have the correct picture and will be a suggested brand by numerous
individuals of the customers utilizing their administrations.
Section 2
Analysis of Business Performance Indicators
Ozhouse Clean began by coordinating its costs with those of its adversaries so that to guarantee
that the organization stays at per with the hardened challenge that is existing. Customers who

have mass requests have delighted in limits given by Ozhouse when contrasted with the ones
with barely any cleaning requests, and hence this is the thing that has prompted the expansion in
client base.
Information given by the bookkeeper to this financial year showed the accompanying figures.
Deals income totaling to $450,000
Cost of offers was $320,000
Indebted person days decreased to 30
Fifteen new advertisement customers
Monetary record, benefit and misfortune proclamation, and income articulation were altogether
assembled dependent on the financial figure which was viewed as exact and furthermore
sensible. The expansion in deals in the previous a year has shown positive development in buys
during the year. It's obvious enough that Ozhouse clean is picking up piece of the overall
industry, and the deals and lost benefits are moving consistently. Financial explanations have a
reasonable sign that Ozhouse is running admirably and it's accomplishing the outcomes wanted.
Non Financial Indicators:
Ozhouse Clean has a decent comprehension of the market and the flavor of its customers. The
house keeping administration that has been in progress since the past prompted Ozhouse to think
of speaking with Mothers of customers who are a couple to empower them give directions on
how they could wish the work done. This has upgraded better help conveyance and prompted the
development of Ozhouse since greater part of the families are giving Ozhouse inclination.

Through the provision of expert cleaning administrations to its customers, the fundamental point
of Ozhouse is to ensure it satisfies the wants of its customers. Accordingly, the accompanying
has been contemplated
Demonstrable skill: All the representatives have been experiencing preparing on the most
proficient method to improve their cleaning abilities and how to offer reactions to customers who
are irate if the work done has not fulfilled them.
Comfort: All the cleaning will be done helpfully that the client picks like making visits to do the
cleaning when the family isn't at home so they can't badly arranged them.
Dependability: Majority of the customers we are giving cleaning administrations to having raised
the caution over this. The explanation for this is the past organizations that used to do the
cleaning for them prompted breakage into their homes prompting burglary and loss of their
properties. This is a major worry for larger part of the cleaning organizations, and that is the
reason Ozhouse has considered this as well. Over that, Ozhouse has protection that spreads
robbery, in that if breakage happens once representatives are finished with work, Ozhouse's
protection will repay the client for the misfortune brought about.
Changes in the market have prompted the production of a helpful domain for cleaning
administrations, a factor that has prompted the formation of long haul relations among Ozhouse
and its customers. There is a likelihood that the market will stay consistent for a span of time and
this is connected to the way that larger part of the working populace is working for a
progressively stretched out period when contrasted with the past. Along these lines, this will
prompt larger part of the regular workers to redistribute for cleaning administrations because of
their bustling calendar. Coming up next is the financial chart demonstrating projections of pay
for Ozhouse.

Section 3
Customer Survey Results
Section 4
Quality and Weaknesses of Business Plan
The accompanying evaluation investigates the strengths, shortcomings, openings, and dangers of
Ozhouse.
Strengths
● An engaged pioneer with showcase experience.
● Visit preparing to improve worker abilities.
● Dedicated representatives who endeavor to create the best out of the work they are doing.
Weaknesses
● More workforce is required.
● Long time allotment for picking up client trust.
● Trouble in making the brand to stand apart from the rest because of firm challenge
Section 5
Recommendations for the coming year and varieties to Business Plan
There are not many things which must be mulled over and furthermore, they must be executed
for Ozhouse to improve in its tasks. From the promoting system, swot investigation and
estimating methodology, Ozhouse will strategize itself to enhance administrations. To begin
with, Ozhouse should report aggressive ideas on its online life stages so every one of the

customers can be keen on them. Having an open-entryway approach where customers can stroll
in and arrange contracts with senior management. Tying down new machines to be utilized in
cleaning so they can decrease labor and time taken to execute different jobs.
They are having a cost free contact where customers can make orders for getting cleaning
administrations at their homes and furthermore for the corporate customers. For the case whines
Ozhouse will give an email address and allot a particular official obligation of getting all
grumbles and reacting to them in due time. When all these are executed, Ozhouse piece of the
overall industry will increment and furthermore lead to the development of the brand of Ozhouse
clean.