Brunel University, MG3009: Detailed Operational Plan for a Startup App

This document presents a detailed operational plan for a startup, outlining the necessary resources, processes, and infrastructure required for its establishment and long-term stability. The plan covers various aspects, including the business location, which will be a rented space equipped with essential facilities like tables, chairs, and reliable internet. The startup will leverage reliable chat services for customer interaction and will utilize the ITIL framework for managing technology resources. Financial transactions will be conducted through PayPal, ensuring secure and fraud-free payments. The plan also addresses staffing, including HR functions, and outlines the business's functions, such as marketing, sales, and operations, with a focus on providing 24/7 customer service. The operational process encompasses gathering customer information, quality control, and efficient service delivery, with a capacity to handle a certain number of customers daily. The plan emphasizes the importance of quality control, legal obligations, and continuous improvement through feedback and updated versions. The document also highlights the need for resource planning, capacity management, and the importance of customer satisfaction and timely service delivery. The plan includes a value chain analysis and details the resources required to meet customer needs and provides a detailed overview of the startup's operations.

Operational plan

Resources and processes
In order to complete the process of the start-up, responsible people are required for performing
the tasks. For stability, in the long run, the app is required to be updated with the latest
technology.
Location of the business
Location will be a place where all the installation will be done. We will rent a place without our
budget to install all the equipment’s. Infrastructure will be well equipped with all the
requirement of table and chair for the staff. At the location, services which will be provided to
staff will be all the necessities. Good internet service will be installed. The rent will be between
$200-300. Location of the business will be uxbridge as it is close to our university.
Resources will be to serve the customers will include the reliable chat services.
All the facilities to staff will be provided at the workplace. In our business, the need of technical
input is necessary to solve the issue or errors in app all the time. R&D team will analyse the
requirement of customers in market. The entire legal license will be taken for running the
business. We will serve the customers and provide the services in return of services charges. In
our business, we will outsource the customer service as a partner.
Content resources
Team will be required to update the content in the app. The services will be provided online. The
app will be developed with the technology resources by managing capacity which ensures that
the resources of technology are used in an appropriate manner for current and future
requirements.
Technology resources
ITIL framework will be used which is an information technology infrastructure library that
focuses on aligning IT services according to the requirement of business (Allison, et al., 2014).
Money transactions

The money transactions of the business will be done through paypal by entering the account
number. Customers will use the option of Paypal for making the transactions and transferring the
amount in our account. It will be safe for the customers without any fraud with customers
(Stecke and Kumar, 2009). People will get the money in Paypal account and can withdraw the
amount for serving the customers. Buyer pays for the services through Paypal along with the
fees. Amount will be on hold with us till the service will be served to buyer. After the completion
of work and feedback review, the amount will be transferred to seller after deducting our fee.
Installation team
Team will be required to install the software and process in the systems. In order to install the
latest versions, one person will be hired of IT.
Costs
Cost of operation plan will be approx. $2000 to make all the arrangement for developing the app
and website.
Business functions
The business functions for the plan will be HR, finance, marketing, operation and IT. The
administrative and management function is required for managing the legal services, accounting,
bookkeeping, HRM and corporate financial services.
Marketing, sales and after-sales services business function is essential in our business as it will
help in communicating with customers.
HR team will be responsible for hiring the staff and dealing with the employees. Staffing
objectives will be effective business operation. Opportunities will be provided to staff. Skills of
employees will be enhanced by training. Cutting costs will be objective of staffing.
Growth plan of our business will be providing all the services of home through us. More than
10,000 registration must be done within one year.
Budget for the HR will be approx. $500.

Operation process
Equipment and technology will be required which includes the systems, technology, and
software for meeting the objectives. The technology team will require the app developing
software.
The marketing team is required to get the software licenses for the website analytical tool and the
sales team will require the headsets, phone systems, and technology for communicating with
students. The working hours will be flexible work schedules as the business requires to be active
24*7 (Kaplan and Norton, 2018). For running the business successfully, the resources which are
required are computer, laptop, better connectivity, premises for customer supportive.
The output of the business will be services and meeting the requirements of the customers. It will
be customer queries, requests for services, feedback, and transferring of money via paypal.
The capacity of the services production will be providing the maximum number of services to
customers and responding to customers within 24 hours.
Input in the process will be people, IT equipment’s, system, information, maintenance, furniture,
refreshment area and washroom facilities.
Manufacturing process of our business will be gathering of customers information, contacting
them, quality control, processing time of services. The process is aligned with the volume of
customers in market.

Quality control
The manager will be responsible to understand the needs and requirements of customers
communicating them and set the quality standards for the team. Legal obligations will be
followed is required to be ensured. For the startup, it is necessary to oversee the product
development procedure for identifying the deviations in case of quality standard. Feedback will
be collected from customers through app and review is required to be done by a quality control
manager. In the process of quality control the updated version is required. Signup and login
process will be easy and app will be functional in all the smart phones.
The system will be used which will help in procuring the services. The developer will be
required on a permanent basis which will have knowledge of a few programming languages.
Human resources will be required to hire the team of customer services which will be active
24*7, the sales team is required to promote the business and contacting the students of all the
universities in the UK. For the quality control, the functional testing of the app will be done.

Registration will be done by students which include the operation of verifying details and
services that can be provided for delivering the services to customers by managing the people,
resources, and involves the delivery system. Operations will consider the staff of different
business functions, material, energy, capital and information of students. Accessibility testing
will be done along with the performance and security testing of the system.
Capacity
Managing capacity of customer will be approx. 100 customers in a day to contact and services to
approax. 50 customers will be provided.
Within 24 hours student request will be accepted and in 1-2 day the service will be provided.
Transferring of payment will take 2-3 working days.
Resource planning will be done by innovation manager which will be responsible service
delivery for providing the services for contacting the customers and making the scheduling and
higher processing volumes. In order to manage the demand, the resources will be managed which
requires the capacity of resources.
HR will take the responsibility of providing the petty cash which will be required. The resources
will be computers, internet, location for staff.
The maximum output in our business will be services the maximum number of customers.
Proper time will be given to customers for their queries. In our business, all the services will be
provided which are required by buyers and which can be served by seller.
Feedback of the customers will be reviewed effectively for providing all the services on time.
Time will be our first priority to serve the customers.
Level of capacity will be diversifying the activities and more services will be added for
satisfying the customers. With the over capacity, the more employees will be hired for dealing
the customers.

Sources of supply
Output in operations will be customer queries, information requests, transactions and appropriate
level of services to customers for their services. The value chain will be followed which include
the firm infrastructure, human resource management, technology development, sourcing in the
business as the supporting activities. The primary activities of the business will be operations,
services, marketing, and sales. Resources that are needed to satisfy the customer are services and
updated information. In this business, customers are essential which is required to be satisfied
with the services on time. It will be beneficial for students to get the money for providing the
services. It will be beneficial to contact other students for which will also help in studies (Turner,
et al., 2011).

Reference
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