Business Project Management: One Stop Car Wash Solution Project

This project analyzes the business project management of "One Stop Car Wash Solution" in New Zealand. It outlines the company's vision, which is to be a leading car wash brand, and its mission to provide quality car washes and excellent customer experiences. The project defines smart goals, including expanding to new locations and developing a mobile app. It identifies critical success factors such as maintaining service quality, recruiting skilled staff, and building strong supplier relationships. Key performance indicators (KPIs) are established, covering product quality, customer feedback, staff performance, customer loyalty, and service variety. The project also identifies stakeholders, including employers, employees, and customers, and discusses the business's legal structure as a sole proprietorship. The document provides a comprehensive overview of the car wash business's strategic and operational aspects.

Running head: BUSINESS PROJECT MANAGEMENT
Business project management
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Executive Summary
Vision
One Stop Car Wash Solution is one of the leading as well as one of the well-established
brand in the business for providing car wash solution in New Zealand.
The vision of the Car Spa Solution includes washing of cars of customers in order to
develop a profitable business while providing the customers an innovative way to wash
cars with the help of the latest technologies.
Mission:
The mission of One Stop Car Wash Solution includes providing the guests a Drive Clean
and Drive Happy experience which includes quality car wash and providing remarkable
experience.
As per the stated mission it is clear that the Car Spa Solution aims at providing quality
wash solution to its customers with detail services for car owners in the region of
Auckland. The Car Spa solution will keep its employees satisfied so as to maintain an
impeccable service for the customers.

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Smart Goals
1. To start one of its branch in the Hamilton region by the year 2023 and another branch
at Tauranga by the year 2026.
Hamilton is regarded as the second busiest place in New Zealand after Auckland and
also Tauranga is one of the major business hub and another busy place in New
Zealand and hence, opening its branches in these areas will drive more customer base
from Hamilton and Tauranga cities for the Car Spa Solution.
2. To develop a smart phone application so as to facilitate online booking and services
by the year 2020.
In order to provide competitive and innovative services with state-of the art
technology, Car Spa expects to create an intelligent mobile application by the year
20200 that will boost its sales and development as individuals nowadays like to cope
with and book through business applications.
3. T develop social media platform as well as to hire business consultants in order to
grow and raise its market share by 25% by the end of the year 2021.
In order to do so, three new clients will be hired for the business consultant process
within two months while asking for referrals, implementing networking capabilities
with the local companies and launching a market campaign for social media. This will
in turn allow the business to increase its revenue.
4. To implement a strategy to ensure Pay off of 50% of the debt within 3 years.
It is expected that Car Spa solution will implement its payoff to 50 % of the debt from
the corporates profit while paying $2500 a month and improving the revenues and
reducing the additional expenses such as phone expenses, employees, stationaries and

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many more. This in turn will help in saving a lot of company’s profit while enabling
to achieve the future goals while initiating opening of new branches in significant
towns and paying off the debt within the time period of 3 years.
5. To implement stsrategy so as to increase the view of the postrs of Car Spa in
Facebook while sharing links and increasing the number of likes by 25% within a
time of 6 months. Within the next six month time period, the car spa aims at
increasing the advertisement views and the numbers of likes and shares while posting
contents that are appealing to the viewers and targeting to a collection of people with
age range of 20 to 65+. The car spa solution aims at bringing in advertisement
function that expects to increase the overall sales growth to about 25%.
Critical Success Factors:
1. Ensuring quality of the services over the cutting costs:
Cutting the corners while purchasing equipment that are cheaper helps in reducing the
deficit at the start up which may not lead to the production of a high-quality wash for the
Car Spa solution. Production of low-quality wash could lead to the loss of the regular
customers while causing lowering of the profits. On the other hand, making use of cheap
way can wind up the increase in the cost and so it is required to research on the quality vs
cost of the products that are being used for the products, machines and their parts. This
would in turn increase the longevity and success of the business while using the critical
success factors within its business.
2. Recruit only the best people, with the right base skills
Providing best services and maintaining the good relationship with the clients has been
preferable focus of the Car Spa business organizations. The focus they have maintained

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has enabled to achieve the position of delivering the Best service to the clients. The factor
that makes the clients revisit their business setup is that they have realized that the clients
have high expectations of getting the professional services from the car spa which has led
the company to become selective on the worker recruitment for their car spa centre
(MBIE, 2019). They have realized that the skilled full workers of the centre have the
ability to bring back their clients by providing excellent services. This has been utilized
as the critical success factor for the car wash spa.
3. Provide excellent customer service with higher customer satisfaction rate
One of the most important critical success factors for the car wash station is the factor of
the customer satisfaction. This depends on the excellent customer service that is provided
by them. It is duty or a regulation for the member as well as the workers of the
organization to maintain a healthy relationship with the customer that are visiting their
work stations. All kinds of interaction from the car spa management’s end to the
customer end needs to be a serious concern to them as they needs positive interactions
(McQuerrey, 2019). They also need to follow their aim of delivering quality mechanism
services which will help in gaining customers support by revisiting the station every time.
This is also works a critical success factor for the Car Spa business setup.
4. Create successful relationship with suppliers
Maintaining a healthy and strong relationship with the customers or the clients is the
other success factor for the company. Creating faith, simplicity, compatibility enables in
creating the strong and healthy relationship between the business organization and the car

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spa service center. Applying quality products for delivering the services with more
quality needs the assistance from the quality brands. The organization should buy their
equipments from quality store whose product must deliver quality services so as to
deliver the quality added services to the customers. The engagement of the quality
suppliers for the quality service is also a critical success factors for the company.
5. Develop new service while maintaining high quality of existing services to increase
customer base.
The interactions with the customers and collecting the valuable feedback data from the
clients will help the car spa to ensure that the customers are achieving the best quality of
services including the customizations that the customers need (Reyna, 2013). The
organization should regularly get valuable data and feedbacks from the clients so as they
can ensure to deliver new services what they need according to the choice of customers.
This is also a critical success factor for the organization as they provide more feasibility
to the customers.
Key performance indicators (KPI)
1)
i. Purchasing of the certified quality products
The international certifications like the ISO 9001, EN ISO 14001 (Safety
certificate contractors) certify the car washing components and tools and the VDA will

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emphasize on the incensement of the customer satisfaction and increasing the awareness of the
brand in order to measure performance and also to deliver quality service.
ii. Customer feedbacks after completing the service
The customer feedbacks are taken after every car wash via face to face
interactions or through emails and this feedback measures the KPI. Various factors are involved
in this process such as the satisfactory level of the customers after each wash, waiting time and
whether the service was worth the money of the customers.
2)
i. Recruitment of quality and skilled staff
The customers can observe the service of the company after the service is done
and thus the hiring and recruitment of skilled staff is one of the important KPI for Car Spa
business. The business thus should do the recruitment process of the experienced and skilled
staff from the agencies such as beyond recruitment, Kelly service and Madison etc. which will
eventually increase the sales and KPI measurement can also be done.
ii. Recruitment of staff having more than 3 years’ experience
The delivery of quality car wash service according to each service by the
experienced staff of the company is the measurement of the car wash business quality service.
The daily basis performance indicators like the customer loyalty and number of customers will
increase in the Car Wash business.
3)
i. Customer loyalty program implementation

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The company should design a system which will be able to implement and rate
the customer loyalty program according to the company’s service that is provided. The amount
of money that the customers are spending on each job and frequency of the service they get, can
be used for upgrading the customers from time to time.
ii. Collection of the feedback of the customers from onsite conversation, emails or via
social media websites
The quality and variety of the service of the company can be increased by evaluating the
customer feedback which are rated in a scale of 1 to 5 in the social media website or in the email
comments or in face to face conversations.
4)
i. Buying chemical and other products from certified and licensed New Zealand suppliers
The company Car Spa should buy their car washing tools and components from
the licensed and authorized suppliers of New Zealand. According to the safety and health
compliances, these products should be bio degradable and also should be made in New Zealand.
ii. Sourcing of the components that suits with the conditions of New Zealand
According to the weather and environmental conditions of New Zealand, the Car
Spa Company should choose their products, as because many imported products might not be
suitable for the conditions of New Zealand. Therefore, the company can take supply of the
products from a local supplier which will meet the key performance indicators and will also help
in increasing the sales of business and also get new customers by experiencing quality service.
5)

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i. Introduction of a new variety of services
One of the factors that might attract the customers towards the business is the
introduction of differentiated services. The Car Spa can introduce new services which the other
competitors are not doing and as because the customers are always focused and interested in new
services, the performance of the company can be enhanced.
ii. Implementation of Automated Email survey system after each service
The services and products that the customers expect from the company in their
next service that is not currently provided by the company Car Spa is measured by this KPI.
Thus the key expectation of the customers which they expect in the next service such as quality
of service, value added service can be obtained from this survey and the recommendation for
improving the service can also be obtained.
IDENTIFICATION OF SATKEHOLDERS
Business Legal structure
The stakeholders have indirect and direct connection with the business as because the
company Car Spa is operating as a sole proprietorship. The connection of the stakeholders can be
identified and divided into two sectors primary and secondary along with their association with
the business.
Employers
The employers can be defined as the investors to the business who have invested money
in the business and are expecting a profit as a return of the investment and they are also working
as the owners of Car Spa.

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Employees
The Car Spa Company being a small start-up, has a staff force of 12 employees including
the 7 car groomers, 3 supervisors, operational manager and assistant operational manager and
these employees are also liable in securing their job as part of the labour rules and regulations.
As a part if the prime stakeholders, the employees also need to sign the employee agreement in
order to reach the business goals set by the company.
Suppliers
The suppliers of the company Car Spa is directly related to the company as because the
operations of the company is dependent on the car grooming products that are supplied by the
suppliers of the company. Therefore, the suppliers of the company Car Spa have a direct impact
on the operations of the business.
Customers
The primary stake holders of the company are the customers as because they are
expecting quality service from the Car Spa Company. Also, the main source of income of the
company are the customers after the service is delivered to them.
Creditors and Banks
The primary stakeholders also include the Banks and creditors as because they provide
Car Spa business as a financial support and the banks and creditors also helps in recovering the
debts needed while starting the business.
Government and legal figures

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The legal requirements such as tax fulfilment and other laws and regulation of the
government are met by the business and thus the government can be regarded as the primary
stakeholder for Car Spa Company.
Competitors
The competitors of the business may have a direct impact on the operations of the
company as they also provide the same service in the same industry and the other service
providers such as mobile Car grooming which is a indirect competitor may impose a direct
competition to the Car Spa company.
Media
The different media platforms can be used by the Car Spa Company as a promotional tool
which will eventually attract more number of customers. The media tools that can be used are
social media platform, different kinds of papers and magazines which has an interest on the
business.
Political factors
The company has a great chance of success due to the presence of the stable government
in New Zealand. The government in New Zealand changes every three years and the new
government that comes have new set of rules and regulations which have to maintain by the
companies and necessary change in operations have to be made accordingly. The operations and
productivity of the company Car Spa is definitely effected by the political issues, however, the
political regulations differ from place to place in New Zealand and the company Car Spa needs
to follow these rules and regulations strictly, which include GST tax (15%), income tax, business
tax (28%) etc. in order to operate in the current market of New Zealand.

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The new rules have been implemented in labour plans after the new government has
came into effect. Various new tools have been introduced to help the small and medium sized
businesses to improve the business environment and 24 government agencies have also been
introduced to support the mentioned business (Lees-Galloway, 2015). Thus the company Car Spa
should follow the new regulations in order to operate their business. The labour party has also
decided to increase the minimum wages which will increase the performance of the company as
the workers will be motivated to do efficient work.
Economic factors
The financial condition of the Company Car Spa depends on the economic factors and the
financial fluctuations are typically out of control and also the decisions of Car Spa depend on
these economic factors. The future operations of the company Car Spa are directly affected by
the increase in the increase in fuel prices, energy and power bills and also the increase in the
products by the suppliers of the Company.
Moreover, the factors like the increase in the fuel prices and product prices according to
the minimum wage prices and also factors like exchange rates, unemployment rates, GDP loss or
growth, investment rate, company debts etc. affect the operations and economic factors of the
company. However, the unemployment rate and the inflation rate is less, and this shows that the
business environment of the company Car Spa is developing and by this the company can also
grow.
Social Factors
Social factors such as cultural norms and attitude of the Car Spa business have an
immense effect on the business of the company as because the employees, competitors and