Assessment Task 2

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 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.
STEPHANIE NDINDA.
Student name
SCS 1000
Student ID number
Student signature
1ST MARCH 2021.

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.
CHARLES BLACKBURN.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
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
1ST MARCH 2021.

Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
This document is Business Plan Template.
It is part of the supporting resources for Assessment Task 2 of BSBMGT617.
Assessment Task 2: Develop and implement a business plan
Task summary
In this assessment task, you are required, in the role of the newly appointed Business Development
Manager for Ozhouse Clean, to participate in a meeting with Senior Management to discuss the
development of the Business Plan and then conduct research and develop and submit a business plan.
This assessment is to be completed in the simulated work environment at Strathfield College.
Required
 Access to textbooks/other learning materials
 Computer with Microsoft Office and internet access
 Access to sample strategic/business plans:
http://www.bplans.com/sample_business_plans.php
 Business Plan Template
 Operational Plan
 Employment Agreement Template
 Induction Checklist
 Space for a meeting
 Roleplay participant (your assessor)
Timing
Your assessor will advise you of the due date of these submissions.
Submit
 Email with business plan attached
 Email regarding skilled staff
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all
of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete
further assessment to demonstrate competence.
© J&S Learningwork 2018 Strathfield College RTO: 91223 CRICOS Provider Code: 02736K 2
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with
unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any
part of this task or if you have any learning issues or needs that may hinder you when attempting any part of
the assessment.
Assessment Task 2 Instructions
Carefully read the following:
Ozhouse Clean is based in Melbourne and offers professional, residential cleaning services, including
regular home cleans, as well as spring cleans. The company was established in 2005 and is a family
business established and operated by James and Nancy Anderson. James and Nancy are the Directors of
the company and finance any business expansion themselves. Their daughters, Amanda and Sarah, are
also employed by the company and manage the business for their parents who are not involved
operationally. Amanda is the Operations Manager and Sarah is the Administration Manager. You have been
brought on as a business consultant to help the business reach its goals.
The company sees its point of difference from competitors as being a small family business, with a focus on
quality and happy and contented staff and customers. The management team understands this point of
difference may need to change as the business grows. There may need to be more management or
administrative staff employed, for example, while Amanda manages marketing, she is not skilled in this area
and is very busy with the operational side of the business, so a skilled marketing officer may be needed.
Currently target customers are consumers located in the greater Melbourne area. Target customers are
people who want a professional, trustworthy and immaculate cleaning service. Pricing reflects that of
competitors.
The company employs 15 cleaners, all of whom are part-time contract staff working between 10 and 15
hours a week. The company currently has approximately 70 regular clients, based around Melbourne inner
city. These clients require regular home cleaning, either weekly or once every two weeks for 3 to 6 hours. A
standard hourly rate of $40 is charged. Staff receive an hourly rate of $25 per hour. The cost of the products
provided to staff for cleaning, including equipment and ongoing supplies such as cleaning products, works
out to be approximately an additional $2 per hour on top of the rate paid to staff. 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 a full-time cleaner is $55,000 per year, including superannuation payments.
All ongoing cleaning supplies are currently purchased from Total Cleaning Supplies in Melbourne. However,
as this company does not currently offer environmentally friendly products for use in cleaning, a different
supplier needs to be identified. It is estimated that the purchase of these products will be an additional
$10,000 per month. The products cost double the amount of the non-environmentally friendly products.
Sales revenue for the company for the financial year ending 2019 is $360,000 with a gross profit margin of
$40,000. Labour costs are a significant part of the business, representing 70% of total costs. Average debtor
days are currently 40 days.
Currently, marketing is via a website, but a large proportion of the company’s work comes through word of
mouth from existing customers. Social media is not used currently to market the business. The new
business plan will need to reflect different ways of marketing, especially to attract commercial customers.
The company understands that in this period of growth and expansion, it needs clear plans. While it has
developed an operational priorities plan, the information in the plan is limited and is for the upcoming year
only.
Complete the following activities:
1. Prepare to develop business plan

You are required to prepare for a meeting with the Senior Management Team to consult on the
development of the Business Plan.
Prior to meeting with the Senior Management Team, review and evaluate the scenario
information and the current operational priorities plan.
You should also review the Business Plan Template.
Based on your review and evaluation, identify the business’ vision, mission, values and
objectives as these will need to be discussed in detail with the Senior Management Team as a
basis for developing the business plan. Note that the management team has advised that the
business vision, mission, values and objectives are not clearly advised in the operational plan
and they would like you to develop these for discussion. They have also advised that they would
like you to propose key performance indicators that can be used to measure performance
against objectives identified. Make notes for discussion at the meeting.
Your assessor will advise you of the date and time of the meeting.
1. Meet with Senior Management to discuss the business plan

At the meeting with Senior Management, you are required to assume that the management
team will need to be provided with general information about business planning, as well as
exploring the business vision, mission, values and objectives for input into the plan.
At the meeting you are required to:

 Provide all information in user-friendly terms.
 Explain the purpose of a business plan and its benefits.
 Explain components that will need to be included in the business plan.
 Outline your interpretation of the business’ vision, mission and values based on your
evaluation of existing information and for discussion.
 Discuss proposed performance objectives and key performance indicators to assess
achievement of the objectives.
 Listen to the feedback provided by the management team (your assessor).
During the meeting, you are required to demonstrate effective communication skills including:
 Speaking clearly and concisely
 Using non-verbal communication to assist with understanding
 Asking questions to identify required information
 Responding to questions as required
 Using active listening techniques to confirm understanding
3. Develop business plan

Following the meeting, assume that you have been given approval to develop the business plan
using the template provided. Your business plan must be written in clear and concise English
and you will be assessed on this.
The actions that you include in the business plan should clearly show how the strategic
objectives of the company will be achieved as discussed at the meeting and all of the resources
that will be needed.
When conducting research and developing your business plan, use the following website:
https://www.business.gov.au/ developed by the Australian Government Department of Industry,
Innovation and Science as your technical advisor and make use of the chat function shown
here. Choose an area of the business plan you feel you need some assistance with, for
example, customer loyalty initiatives. Select the option “advice and information to help you and
your business, including small businesses and independent contractors” when accessing the
chat function so the advisor can direct you to the best information that suits your query.
Take a screen shot of your communication with the advisor and submit this to your assessor
along with any email communication they may have sent through.
Complete all of the following activities to develop a business plan including:

 Identifying and analysing trends in demand for cleaning services, nationally as well as in the
local Melbourne market.
 Identifying competitors in the market for Ozhouse Clean. Include information about at least
three competitors, providing a summary of their services, as well as explaining how their
services compete with Ozhouse Clean and any points of difference that will enable Ozhouse
Clean to stand out.
 Identifying and analysing target consumer needs for specific types of cleaning services e.g.
environmentally friendly cleaning services. This may be through identifying secondary
satisfaction of data or through a review of social media, for example. Make sure you add a
customer satisfaction survey to your action plan as an immediate task that the Operations
Manager will be responsible for. This is so you can complete an activity further on in this
assessment.
 A SWOT analysis based on the scenario information and research.
 Identifying and evaluating alternative pricing strategies to current pricing strategies as per
the scenario information.
 Identify potential marketing strategies for existing residential services, as well as commercial
and environmentally friendly cleaning services. This may be through reviewing how
competitors market their services, as well as identifying effective marketing strategies.
 Identifying any permits or licences that are required for commercial cleaning and
environmentally friendly cleaning services.
 Identifying suppliers of environmentally friendly cleaning products that can provide Ozhouse
Clean with products. Identify at least three options, including the supplier contact details and
summary of products offered.
 Identifying key activities and required financial, physical and human resources requirements
based on analysis conducted in the action plan.
 Identifying the additional staff that will be required to manage the expansion into contract
cleaning and environmentally friendly cleaning services. Actions included in the business
plan should show how this will be achieved in terms of identifying staff needed, the
qualifications and experience they require, recruiting the required staff, and inducting staff.
 Identifying key performance indicators that can be used to assess both the financial and
non-financial performance of the business.
ANSWER 3.
BUSINESS PLAN.
Executive Summary
Ozhouse Clean is based in Melbourne and offers professional, residential cleaning services, including
regular home cleans, as well as spring cleans. The company was established in 2005 and is a family
business established and operated by James and Nancy Anderson. James and Nancy are the Directors of
the company. Their daughters, Amanda and Sarah, are also employed by the company. Amanda is the
Operations Manager and Sarah is the Administration Manager.
Mission
Ozhouse is committed to providing the highest quality residential and commercial cleaning service available
by exceeding the expectations of our clients.
Vision
Ozhouse are constantly working to establish ourselves as the most respected and sought after contract
cleaning and facilities support service in Melbourne. Also to provide the customer with all residential
cleaning services in an environmentally sound, completely trustworthy, and professional manner. We exist
to attract and maintain customers.
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 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.
Market Analysis
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.
Although there are lots of competitors in the cleaning service space, there is a good reason for this
competition, demand is high. Plenty of maids/janitorial services have waiting lists; they are unable to meet
demand.
The residential house cleaning niche is a subset of the larger cleaning business. Within the cleaning
business, there are both residential as well as commercial cleaners. The commercial cleaners are typically a
janitorial service that offers a wide range of services from general office cleaning to carpet cleaning, to
window cleaning. Janitorial services are a one-stop service offering for commercial businesses. There are
also residential cleaning services. The residential house cleaning market is serviced predominately by
independent companies. There are, however, a few large franchises. Residential services are divided into a
couple of different categories, maid or house cleaners, carpet cleaners, window cleaners, and a variety of
other services that are required on a less frequent basis. They are far more restricted in their range of
offered services relative to the commercial janitorial services.
Target customers and needs
Ozhouse Clean target customers are located in the greater Melbourne area. Target customers are people
who want a professional, trustworthy and immaculate cleaning service. Focusing on these people because
they appreciate a professional, reliable, trustworthy, and immaculate house cleaning service, and are more
than willing to pay for this. While Cleanly, Melbourne has several different cleaning services, Ozhouse Clean
is the only one that targets the affluent exclusively. The wealthy are consistent customers. Whether they
have a house cleaning service does not depend on the finances each month. These groups always have the
money for our services, just as they always need/desire a clean house.
Pricing options
Normally, businesses set their prices lower than their competitors. In our situation however, the business
has higher costs for delivery service and promotions to increase customers' awareness and establish brand
name. COMPANY NAME will set prices to match those of competitors. The pricing scheme is based on a
per service price. Moreover, the business targets working and professional customers who often pay less
attention to price than the quality and convenience of service. People with higher incomes are willing to pay
more for features, customer service, quality, and convenience.
Ozhouse Clean will start off their matching their main competitor's prices and the company will be closely
monitoring the financials to make sure that the company develops a sustainable business without heavily
discounting services to win customers. All sales inquiries will be initially handled by the business owner.
Ozhouse Clean will also train all our employees, especially those facing the customers, in customer service
to make sure that the company's customers are fully satisfied, as such customers will not only stay longer
with Ozhouse Clean but will also refer other customers. Ozhouse Clean will offer limited discounts to
customers with large recurring orders and also provide incentives for new customer referrals.
Legislation/Regulations
The Occupational Safety & Health Administration (OSHA) has a variety of regulations relating to, among
other things, eye and face protection, hand and foot protection, toxic and hazardous substances, and
ventilation. You should investigate both these and other federal and state regulations relating to janitorial
services to ensure you are taking the required measures to protect your workers and yourself.
ISO 9001 Quality Management Standard
ISO 9001 is a quality management standard which is designed to help and organisation meet the needs of
customers and stakeholders and deals with the fundamentals of quality management systems and the
requirements that an organisation needs to meet in order to fulfil prescribed quality standards. At Elite
Cleaning and Environmental Services Ltd, we pride ourselves on providing excellence as standard and the
highest possible levels of personal attention to our clients, and excellent cleaning standards.
ISO 14001 Environmental Management
ISO 14001 accreditation ensures full compliance with best practice and business processes and ensures
compliance with legislation, regulations and environmental requirements and to continually strive to create a
better environment.
OHSAS 18001 Health and Safety Management
Elite Cleaning and Environmental Services Ltd conform to the Health and Safety management OHSAS
18001 accreditation with the intention to control occupational health and safety risks, to improve health and
safety management procedures within each of our client locations.
Supplier relationships
Cleaning products are necessary for maintaining attractive and healthful conditions in the home and
workplace. In addition to the obvious aesthetic benefits of cleaning, the removal of dust, allergens, and
infectious agents is crucial to maintaining a healthful indoor environment. But cleaning products can present
several health and environmental concerns. They may contain chemicals associated with eye, skin, or
respiratory irritation, or other human health issues.
ATLAS CLEAN AIR LTD
Atlas Clean Air is the dedicated partner for the design, installation, commissioning and validation of bespoke
clean environments. Their innovative solutions consider the whole lifecycle of the project, with best value
and sustainability underpinning our whole approach. This can support you from concept to completion, and
throughout the entire lifecycle of your facility.
INNOVATE GMBH
Highly sophisticated equipment, reliable certification standards and extremely high quality guarantee the
best production process as well as the best products available worldwide. New products are developed in
our in-house laboratory, taking the latest trends and recent market evolution into account and focusing on
ecological aspects in particular. As a result of our certifications, we are the point of contact for many leading
medical device manufacturers. We specialise in the medical device, cosmetics, skin care, disinfection and
cleaning sectors and, as such, supply both our own brands and the industry.
GREEN LINE INDUSTRIAL
Develops, manufactures and distributes solutions for eco-friendly cleaning. We have a long-standing
commitment to product development using a new approach: eco-design. Micro-organisms occur naturally
and therefore have an entirely positive impact on the environment. Every living organism produces enzymes
that control metabolic functions.
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
Average income of Melbourne citizens is family washing machines for dry cleaning
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 directly with customers, conveniently in the customers' houses in Melbourne. Ozhouse
Clean will receive clothes from and return them to customers' houses. Requests for urgent situation pickups
and deliveries will be accommodated, and a nominal fee charged.
Product: Free home pickup and delivery service, coming to customers' houses between 6 pm - 9 pm three
times per week. Ozhouse Clean provide convenience and high quality dry cleaning, laundry, and alteration
services.
Price: Normally, businesses set their prices lower than their competitors. In their situation however, the
business has higher costs for delivery service and promotions to increase customers' awareness and
establish brand name. Ozhouse Clean will set prices to match those of competitors. The pricing scheme is
based on a per service price. Moreover, the business targets working and professional customers who often
pay less attention to price than the quality and convenience of service. People with higher incomes are
willing to pay more for features, customer service, quality, and convenience.
Promotion:
 Advertise the company's service in the local press, the Internet, public areas such as buses and
train stations, shopping centres and supermarkets etc., and drop advertising material into families'
mailboxes.
 Offer 10% discount as an incentive for customers who sign one-year contracts.
 Issue coupons with lower price for loyal customers.
Advertising and Promotion are the most successful activities. Social media platforms are such a crucial part
to marketing, as this has become a primary way to reach customers. This all included Facebook, the
LinkedIn group, Blogging etc.
Actions
The following table identifies the actions we plan to take to achieve our strategic objectives. Include as
many rows as required.
Date Actions Resource Key performance indicators

Month Specific actions to achieve requirements
and objectives (financial, physical,
year human)
March Develop an incentive plan for Operations Manager Manufacturers show the lowest
2019 research and development Budget needed to cost option.
staff who are slow to purchase products, Eco-friendly cleaning services
innovate additional $10,000 per reflect pricing to cover product
month costs
April Establish commercial Operations Manager Contract with at least 15 new
2019 cleaning service including: Recruit two new full- commercial cleaning customers
Expand sales to existing time cleaners. during the first year
customers (build on a Increase the number of
strength) customers by 30%
Introduce existing products
into a new market (build on a
strength)
May Monitor the Progress of the Operations Manager New marketing strategies result
2019 Implementation Process in sales and customer levels in
Provide the Required the first year of planning.
Resource Facilitation
June Identify and implement new Need to recruit a Advertising in local media for
2019 marketing strategies Marketing Officer new employees
including: Hire 7 additional employees
 Face book presence according to the contract
 Blogging on web site depending on the number of
 Door drops of commercial cleaning customers.
leaflets Door drops
of leaflets
July Realign the Organizational Operations Manager to At least 20 new customers
2019 Structure investigate utilising environmentally friendly
Budget of at least services in the first year of the
$100,000 for new business plan
Organizational
Structure
Screenshots of conversation with the Australian Government Department of Industry.
Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

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

ANSWER 4.
EMAIL TO MANAGEMENT TEAM, (MY ASSESSOR)
RE: THE APPROVED BUSINESS PLAN.
I am writing this email to notify you that the company directors have approved of the business plan
and have given the go ahead to implement it.
Find a copy of the business plan attached to this email. The timeline of the business plan execution
has been stated on the plan together with the key performance indicators.
Should you have any issues, questions or additional points please reach out to me on the same email.
Best regards,
Stephanie Ndinda.
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:
 Part 1 – team member 1 role plays Amanda while team member 2 coaches her on
developing a survey in a Word document

 Part 2 – team member 2 role plays Amanda while team member 1 coaches her on
how to upload the survey to Survey Monkey 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.

ANSWER 5.
To my assessor,
CUSTOMER SATISFACTION SURVEY.
1. How likely is it that you would recommend this company to a friend or colleague?
Not likely Extremely

likely.
0 1 2 3 4 5 6 7 8 9 10
2. Overall, how satisfied or dissatisfied are you with our company?

o Very satisfied
o Somewhat satisfied
o Neither satisfied nor dissatisfied
o Somewhat dissatisfied
o Very dissatisfied
3. Which of the following words would you use to scribe our service? Select all that apply.
o Reliable
o High quality
o Useful
o Unique
o Good value for money
o Overpriced
o Impractical
o Ineffective
o Poor quality
o Unreliable
4. How well do our service’s meet your needs?
o Extremely well
o Very well
o Somewhat well O Not so well
o Not at all well
5. How would you rate the quality of the services?
o Very high quality
o High quality
o Neither high nor low quality
o Low quality
o Very low quality
6. How would you rate the value for money of the product?
o Excellent
o Above average
o Average
o Below average
o Poor

7. How responsive have we been to your questions or concerns about our products?
o Extremely responsive
o Very responsive
o Somewhat responsive
o Not so responsive
o Not at all responsive
o Not applicable
8. Do you have any other comments; questions concern or recommendations?
Kind regards:
6. On-board a new employee

Read the following:
Amanda has completed her task and has received responses. Management has
discussed it and they let 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 contractors as a
fulltime employee to ensure the business is adequately equipped to deal with current and
new customers.

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
ANSWER 6.
Ozhouse Clean
Ozhouse Clean and David Smith.
Job Title: Cleaner.
Date of Commencement: 12/03/2020
Salary: 22$ per hour.
1. Summary of job role

1.1. Employees will be required to work an average of 38 hours each week.
1.2. Employees are to carry out their duties competently and as described in Schedule 1.
1.3. Employees must comply with Grow Management Consultants’ current and future workplace
policies.
1.
2. Remuneration
2.1. Employees will be paid their remuneration in arrears on a fortnightly basis.
2.2. Superannuation contributions will be made each quarter on behalf of the Employee.
2.
3. Probationary Period
3.1. A probationary period of be three (3) months applies to all new employees. During this
period, either Grow Management Consultants or Employee may terminate the employment.
3.
4. Leave
4.1 All employees are entitled to four (4) weeks of paid annual leave each year. This will be on a
pro-rata basis for part-time employees.
4.2 Employees must apply for and have their annual leave approved.
4.3 All unused annual leave that the employee has accrued will be paid out when the employee
leaves the company.
4.5 Any other leave will be negotiated between the employee and Grow Management
Consultants according to the provisions of the Fair Work Act.
5. Staff Code of Conduct

5.1 All staff are bound by the requirements of the staff code of conduct.
6. Termination
6.1 If an employee resigns, the employee must provide Grow Management Consultants with the
appropriate amount of notice according to the Fair Work Act provisions at the time.

6.2 If Grow Management Consultants terminates the Employee for any reason other than for
misconduct, Grow Management Consultants must provide the Employee with the minimum period of
notice in writing as set out in section 117 of the Fair Work Act 2009.
AGREEMENT
Grow Management Consultants and the employee hereby agree to the terms of this Agreement
Any future variations to this agreement will be made in writing and signed by both parties.
MANAGER NAME: Stephanie Ndinda.
Date: 1ST MARCH 2021.

SIGNED:
EMPLOYEE NAME: DAVID SMITH.
EMPLOYEE ADDRESS: 5 Wellington Way, Melbourne 3000
SIGNED: Date:
Description of Duties
 Clean and supply designated facility areas
 Perform various cleaning actions such as dusting, sweeping, vacuuming, mopping, cleaning
ceiling vents, restroom cleaning etc.
 Perform and track routine inspection
 Perform and track maintenance activities
 Notify management in case there is a need for repair and interventions
 Make adjustments and perform minor repairs
 Stock and maintain supply rooms
 Cooperate with the rest of the staff
 Follow all health and safety regulations
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.

ANSWER 7.
EMAIL TO EMPLOYEE. (MY ASSESOR.)
RE: EMPLOYMENT CONTRACT AGREEMENT.
To: David Smith,
I hope this finds you well, I am writing to inform you that we have made a decision to offer you a job
as a cleaner in our organisation, on a contract basis.
The contract has been attached to this email, please do carefully go through it and make sure it is up
to the standards you expected.
Should you have any questions or want to make amendments to the contract please do let us know.
Also when you do accept the contract you are required to attend an induction processes which will
occur on Monday the 9th. The induction will be conducted by Amanda.
You will go through some of this processes in the induction process:
 Provided an overview of the organisation and all positions within it and staff names.
 Outline the responsibilities of the position you will fill and reporting arrangements
 Explaining of staff code of conduct
 Outline WHS requirements will be read to you.
 You will be provided information on how often staff meetings occur and content
 A tour of the office and facilities
 Introduction of you the new staff member to everyone.
Welcome on board our organisation.
Looking forward to hearing and hopefully working with you.
Kind regards,
Stephanie Ndinda.

Assessment Task 2 Checklist
Student’s name:
Completed
Did the student: successfully Comments
Yes No
At the meeting, discuss the identified business vision,
mission and values based on evaluation of the
scenario information and operational plan?
At the meeting, discuss the identified objectives and
key performance indicators based on evaluation of the
scenario information and operational plan?
Provide all information in user-friendly terms?
Explain the purpose of a business plan and its
benefits?
During the meeting, demonstrate effective
communication skills including:
 Speaking clearly and concisely
 Using non-verbal communication to assist with
understanding
 Asking questions to identify required
information
 Responding to questions as required
 Using active listening techniques to confirm
understanding?
Conduct research and develop a business plan that
includes the mission, vision, values, and objectives and
key performance indicators as well as:
 Trends for cleaning services, nationally and
locally?
 Competitors in the market?
 Target customers and their needs?
 Alternative pricing options to?
 Marketing strategies for existing residential
services, commercial and environmentally friendly
services?
 Research into any required permits or
licences?
 Suppliers of environmentally friendly products?
 Identifying potential key activities and required
financial, physical and human resources
requirements based on analysis conducted
 Identifying key performance indicators?
Develop a three-year business plan written in clear and
concise English?
Communicate with the technical advisor and receive

Student’s name:
Completed
Did the student: successfully Comments
Yes No
assistance where necessary?
Provide the management team with the business plan
and summarise actions and tasks they are responsible
for ensuring they are equipped and supported to
implement their tasks?
Assist the Operations manager effectively to complete
the Customer Service questionnaire and send out to
clients (the assessor) and provide training while doing
so?
Implement the business plan and ensure skilled labour
is available by onboarding the contract cleaner?
Task Outcome: Satisfactory  Not Satisfactory 
Assessor signature
Assessor name
Date

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Assessment Task 2 Cover Sheet

1ST MARCH 2021.

Assessment outcome S NS DNS Resubmission Y N

Student result response

1ST MARCH 2021.

Assessment Task 2: Develop and implement a business plan

This assessment is to be completed in the simulated work environment at Strathfield College.

Assessment Task 2 Instructions

Carefully read the following:

Complete the following activities:

1. Prepare to develop business plan

1. Meet with Senior Management to discuss the business plan

At the meeting you are required to:

3. Develop business plan

Complete all of the following activities to develop a business plan including:

Date Actions Resource Key performance indicators

Screenshots of conversation with the Australian Government Department of Industry.

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

Attach your business plan to the email.

RE: THE APPROVED BUSINESS PLAN.

5. Assist Amanda with an implementation task

Develop between 6 - 8 questions that measure customer satisfaction and can be

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

Send your survey to your assessor.

Not likely Extremely

2. Overall, how satisfied or dissatisfied are you with our company?

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

6. On-board a new employee

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

Employee: David Smith, 5 Wellington Way, Melbourne 3000

Ozhouse Clean and David Smith.

Job Title: Cleaner.

Date of Commencement: 12/03/2020

Salary: 22$ per hour.

1. Summary of job role

5. Staff Code of Conduct

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

MANAGER NAME: Stephanie Ndinda.

Date: 1ST MARCH 2021.

EMPLOYEE NAME: DAVID SMITH.

EMPLOYEE ADDRESS: 5 Wellington Way, Melbourne 3000

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

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

RE: EMPLOYMENT CONTRACT AGREEMENT.

To: David Smith,

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

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