Business Plan Template

Ozhouse Clean
Business Plan
2020 - 2021
This document is Business Plan Template.
It is part of the supporting resources for Assessment Task 3 of BSBMGT616-BSBMGT617-BSBMKG609
Cluster.
Executive Summary
The Ozhouse Clean is a residential house cleaning service serving upper-class families in
Melbourne, Australia. Through generous human capital investments, Ozhouse Clean will exceed
our customer's expectations. We will be servicing the wealthy single-income households and
affluent two-income households. These targeted families will be willing to pay a premium for our
service because of the high level of professionalism and trustworthiness that we offer, not
replicated by any of our competition.
The Ozhouse Clean’s projected growth rate is very high each year withrespectable
profit margins as a percentage of sales. The Ozhouse Clean will be a home-based business. By the
end of year one, Ozhouse Clean will have six additional employees. This house cleaning business
plan will help the owner navigate the start-up, and subsequent management of the business
Mission
 To provide the highest quality residential and commercial cleaning services available by
exceeding the expectations of our clients.
 To protect the safety and health of all our people.
Vision
 We are constantly working to establish ourselves as the most respected and sought after
contract cleaning and facilities support service in Melbourne.
 We aim to offer true value for money on all our services offered.
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
© RTO Works 2020 SELC Career College Australia RTO: 91721 SELC-BSBMKG609-BSBMGT616-BSBMGT617-SRT-V2019.1.2 2
Cluster.
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
To succeed in this business we must:
 Create a unique, innovative cleaning products that will differentiate us from the rest of the
competition.
 Tap all the resources.
 Clean it like it is your own.
 Provide 100% satisfaction to our customers and maintaining the level of excellent services
among other competitors.
 Create systems for every function: cleaning, laundry, supervision, reporting, customer
service, accounting and management. Get access to high-traffic shopping malls near the
target market.
 Promote good values of company culture and business philosophy
Market Analysis
The global maintenance and cleaning services (another segment of the wider business services
sector) can be divided into two sectors, namely consumer and commercial. The former
encompasses home cleaning services and outfits specialized in cleaning for which there is
less demand, such as window and carpet cleaning. The commercial sector involves outfits
providing a wider range of services that are usually geared towards businesses for long-term
service provision.
The cleaning service market has been benefiting from rising demand as people have busier lives
and less time to clean and tend to domestic chores. The industry caters to a wide range of
customers with various demands such as laundry service, oven cleaning and a host of specialized
cleaning solutions. Successful market players tailor their services to meet the specific demands of
private and corporate clients. Cleaning needs may be suited to services on a daily, seasonal or
occasional basis.
Within both the consumer and commercial cleaning market segments, service providers seek to
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secure long-term cleaning contracts and strong long-term relationships with their customers.
The commercial cleaning industry is very fragmented with no one company owning more than 6%
of the market. Franchises account for 10% of the market and local companies account for 90%.
Top franchises include JAN-PRO Cleaning Systems, ServiceMaster Clean, MTOclean, the
Cleaning Authority, and MARBLELIFE. Economies of scale for franchises are obtained through
unified operations systems, national marketing campaigns, and somewhat through volume
discounts from suppliers. Customers seek out cleaning services based on a combination of
reputation, price, and depth of services offered. While large offices value depth of services more
so, smaller firms put a greater value on price.
Target customers and needs

Ozhouse Clean will be focusing on two upper socio/economic groups. The first is the affluent
where only one spouse works. Although the other spouse is at home and has time to clean, he/she
chooses not to. This spouse would rather volunteer for a public interest organization, play tennis
and golf, or just spend time how he/she chooses to. They have no desire to clean the house. To
them that is not enjoyable and they have the money to pay someone to do that kind of work. This
market has annual incomes over $200,000 and live in expensive houses. While Melbourne only has
650 families that fall into this category, this group reliably uses cleaning services.
Our second segment of the market that we are targeting is the two income family. Over the last
couple of decades, the number of two-income households have increased, to a point where in parts
of the country they exceed one income families. Our target customer is two income families whose
combined annual income is over $125,000. These families don't really have the time to clean, can
afford a cleaning service, and choose to hire a service because the opportunity costs are too high to
waste time cleaning their house. These households are typically age 32-55 and live in houses
valued over $250,000. Melbourne has approximately 10,000 families that fall into this
demographic. It is this segment which has tremendous potential for us. Nearly 80% of dual income
households use an outside cleaning service for some of their house cleaning according to the
Australia Department of Commerce.
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Pricing options
Regular clean
This service includes full cleaning of living areas, bedrooms and bathrooms.
Ozhouse Clean regular cleaning services are priced at the following rates:
 First 2 hours (minimum charge): $70
 Each additional hour thereafter: $25
 10% discount when you sign up for fortnightly clean for minimum of 6 months.
Spring clean (blitz):
Our spring clean service is designed for customers who don’t’ want a regular cleaner but every
now and again want someone to come in and do a spring clean. 4 hours blocks at $110 per block.
Bond cleaning
Our bond cleaning service will give you a 100% guarantee that you will get your bond back.
Minimum time of 6 hours at $150. Additional hours on top of the six hours are charged at $27 per
hour.
Eco-Clean
Care about the environment? We have a new cleaning service for you where we only use
environmentally friendly cleaning products.
This service includes full cleaning of living areas, bedrooms and bathrooms using only eco-friendly
products.
Ozhouse Clean Eco-Clean services are priced at the following rates:
 First 2 hours (minimum charge): $80
 Each additional hour thereafter: $30
 10% discount when you sign up for fortnightly clean for minimum 6 months.
Oven cleaning
Fed up of cleaning your oven? Use our one-off oven cleaning. We can include this as part of your
regular cleaning services at a one-off price of $25.
New products
We’ve teamed up with Nature Care Products to offer all of our customers the opportunity to buy
high quality, environmentally friendly cleaning products.
Prices are as follows:
 Nature Care Products Indoor/outdoor Surface Cleaner $35
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 Nature Care Products Kitchen and Bath Cleaner $20
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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
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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.
Cluster.
Situation Analysis
Include a SWOT analysis here
Strengths Weaknesses
 Lack of skilled employees
 Include a range of services such as:
 Social content has not been
Residential cleaning services,
explored yet Lack of experience
including regular home cleans,
in the market
spring cleans.
 Lack of variety of services
 It has extended experience in the
cleaning industry from 2005.
 Family business with focus on
quality
 Customer loyalty
Opportunities Threats
 Training to be certificate in skills to  COVID-19, makes this types of

expand the business company cannot be run in place
 It is only in Sydney but can be such as Victoria
placed in other cities
 There are more huge
 To change the contract of
competitors such as Jarvis and
employees to full time to increase
Maid to clean
loyalty
 There are a lot of competitors
 Create alliances with another
among Melbourne
suppliers such as chemicals
providers or equipment providers.  The prices from the competitors
sometimes are cheaper
Marketing Strategies
The marketing strategy adopted by Ozhouse Clean is going to be driven by excellent customers
service and quality service delivery. We want to drive sales via the output of our jobs and via
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referral from our satisfied customers. We are quite aware of how satisfied customers drive
business growth especially businesses like cleaning and related services.
Our sales and marketing team will be recruited based on their vast experience in the industry and
they will be trained on a regular basis so as to be equipped to meet their targets and the overall goal
of Ozhouse Clean.
Our goal is to grow Ozhouse Clean to become the leading corporate cleaningservices company in
the whole of Melbourne which is why we have mapped out strategies that will help us take
advantage of the available market.
Ozhouse Clean is set to make use of the following marketing and sales strategies to attract clients;
 Introduce our cleaning services business by sending introductory letters alongside our
brochure to corporate organizations, households and key stake holders in and around
Melbourne.
 Print out fliers and business cards and strategically drop them in offices, libraries, public
facilities, train stations...
 Use friends and family to spread word about our business
 Post information about our cleaning services company and the services we offer on bulletin
boards in places like schools, libraries, and local coffee shop…
 Place a small or classified advertisement in the newspaper, or local publications about our
cleaning services company and the services we offer
 Attend relevant expos, seminars, and business fairs et al to market our services
 Engage in direct marketing approach
 Encourage the use of word of mouth marketing from loyal and satisfied students
 Join local chambers of commerce and industry to market our services.
It is part of the supporting resources for Assessment Task 3 of BSBMGT616-BSBMGT617-BSBMKG609 Cluster.
Actions
Date Actions Resource requirements (financial, Key performance indicators

Month and year Specific actions to achieve objectives physical, human)
Develop an incentive plan for research and Operations Manager Manufacturers show the lowest cost option.
development staff who are slow to innovate
Budget needed to purchase products, Eco-friendly cleaning services reflect pricing
December 2020
additional $10,000 per month to cover product costs
Establish commercial cleaning service including: Operations Manager Contract with at least 15 new commercial
cleaning customers during the first year
Expand sales to existing customers (build on a Recruit two new full-time cleaners
All year 2021
strength) Increase the number of customers by 30%
Introduce existing products into a new market

(build on a strength
Monitor the Progress of the Implementation Operations Manager New marketing strategies result in sales and
Process customer levels in the first year of planning.
December 2020 to
Provide the Required Resource Facilitation
March 2021
Identify and implement new marketing strategies Need to recruit a Marketing Officer Advertising in local media for new employees
including:
Hire 7 additional employees according to the
January 2021
contract depending on the number of
 Face book presence
commercial cleaning customers.
 Blogging on web site
 Door drops of leaflets
It is part of the supporting resources for Assessment Task 3 of BSBMGT616-BSBMGT617-BSBMKG609 Cluster.
Realign the Organizational Structure Operations Manager to investigate At least 20 new customers utilising
environmentally friendly services in the first
Budget of at least $100,000 for new
February 2021 year of the business plan
Organizational Structure

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Ozhouse Clean

Our values are:

Target customers and needs

 Nature Care Products Kitchen and Bath Cleaner $20

ISO 9001 Quality Management Standard

ISO 14001 Environmental Management

OHSAS 18001 Health and Safety Management

ATLAS CLEAN AIR LTD

GREEN LINE INDUSTRIAL

 Training to be certificate in skills to  COVID-19, makes this types of

Date Actions Resource requirements (financial, Key performance indicators

Introduce existing products into a new market

 Door drops of leaflets

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