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 or-
ganization. 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 af-
ter 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 clean-
ing 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 adminis-
trations 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 under-
stands 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 mar-
keting 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 com-
pany believes that Home Cleaning Melbourne and My home service in Melbourne is the com-
pany'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 re-
ceive 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 cus-
tomers are individuals who need an expert, reliable and faultless cleaning administration. Con-
centrating on these individuals since they value an expert, solid, reliable, and perfect housekeep-
ing 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 ad-
ministration 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