PROJECT

PORTFOLIO

Project Portfolio

BSBOPS601-Develop and Implement Business Plans

STUDENT VERSION

BSBOPS601
DEVELOP AND
IMPLEMENT BUSINESS
PLANS
 Contents

Section 1: Planning to develop a Business Plan 6

Section 2: Developing a Business Plan 10
Section 3: Implementing and monitoring a Business Plan 14
 Student name: Waleed Saleem

Assessor:

Date: 6-17-24

Business this assessment is OZHOUSE CLEAN

based on:

Role assumed to complete PROJECT MANAGER

this assessment:

BSBOPS601 3 Develop and implement Business Plans

 Section 1: Planning to develop a Business Plan

Provide an overview of your Overview of Ozhouse Clean

business
Business Name: Ozhouse Clean
What is the name of the
Main Products/Services: Ozhouse Clean is a professional
business?
residential cleaning service provider based in Melbourne,
What are the main products, Australia. The company specializes in offering the following
services, or programs of the services:
business?
1. Regular Home Cleans: Tailored to meet the needs of
clients, including weekly or bi-weekly cleaning sessions
lasting 4 to 6 hours each.
2. Spring Cleans: Deep cleaning services designed to
refresh and rejuvenate homes.
3. Environmentally Friendly Cleaning Services:
Introducing eco-friendly cleaning products and practices to
promote sustainability.
4. Commercial Cleaning Services: Expanding into
commercial cleaning to cater to businesses' needs.
5. Carpet Cleaning Services: Offering specialized carpet
cleaning services to enhance the overall cleanliness of
homes and offices.
Key Features of the Business:

 Established in 2005 as a family-owned business by James

and Nancy Anderson.

 Focus on quality, trustworthiness, and impeccable cleaning

services.

 Utilizes a team of part-time contract cleaners to ensure

flexibility and efficiency.

 Strong emphasis on customer satisfaction and building

long-term relationships.

 Recognition of the importance of staff welfare and fostering

a supportive work environment.
Ozhouse Clean aims to differentiate itself from competitors by
maintaining its identity as a small family business while
continuously.

BSBOPS601 4 Develop and implement Business Plans

 Describe the legislative and Legislative and Regulatory Requirements Relevant to
regulatory requirements relevant Developing the Business Plan
to developing your Business Plan
1. Occupational Safety & Health Administration (OSHA):
(include at least one)
 Legislation/Regulatory Requirement: OSHA
What is the legislation/regulatory
regulations cover various aspects of workplace safety,
requirements called?
including eye and face protection, hand and foot
How are the legislation/regulatory protection, handling toxic substances, and ventilation.
requirements relevant to your
 Relevance to Business: As a cleaning service
business and Business Plan?
provider, Ozhouse Clean must comply with OSHA
How are the legislation/regulatory regulations to ensure the safety and well-being of its
requirements relevant to you as workers. This includes providing appropriate protective
you perform your role? equipment, implementing safe handling procedures for
cleaning chemicals, and maintaining proper ventilation
in workspaces.

 Relevance to Myself: Compliance with OSHA

regulations is essential for my role as the Operations
Manager of Ozhouse Clean. Ensuring that our
cleaning staff are adequately protected and that our
operations meet safety standards is crucial for the
success and reputation of the business.
2. ISO 9001 Quality Management Standard:

 Legislation/Regulatory Requirement: ISO 9001 is a

quality management standard aimed at helping
organizations meet customer and stakeholder needs. It
outlines requirements for quality management systems
to ensure consistent delivery of high-quality products
and services.

 Relevance to Business: Adhering to ISO 9001

standards demonstrates Ozhouse Clean's commitment
to excellence and customer satisfaction. By
implementing quality management systems, the
company can improve efficiency, minimize errors, and
enhance overall service delivery.

 Relevance to Myself: As the Operations Manager,

ensuring compliance with ISO 9001 standards is part
of my responsibility in maintaining and improving the
quality of our cleaning services. It involves establishing
processes, monitoring performance, and continuously
seeking ways to enhance customer satisfaction.
3. ISO 14001 Environmental Management:

 Legislation/Regulatory Requirement: ISO 14001

accreditation focuses on environmental management,
helping organizations comply with environmental
regulations and reduce their environmental impact.

 Relevance to Business: Obtaining ISO 14001

BSBOPS601 5 Develop and implement Business Plans

 accreditation aligns with Ozhouse Clean's commitment
to sustainability and environmental responsibility. It
involves implementing processes to minimize waste,
conserve resources, and mitigate environmental risks
associated with cleaning operations.

 Relevance to Myself: As the Operations Manager,

ensuring compliance with ISO 14001 standards
requires me to integrate environmental considerations.
into our business practices and operations. This may
involve sourcing eco-friendly cleaning products,
minimizing chemical usage, and implementing
recycling initiatives.
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.

Describe the organisational Organisational Requirements Relevant to Developing the

requirements relevant to Business Plan
developing your Business Plan
Business Vision: Ozhouse Clean aims to establish itself as the
What is the business’ vision? most respected and sought-after contract cleaning and facilities
support service in Melbourne. Additionally, the vision includes
What is the business’ mission?
providing residential cleaning services in an environmentally
What are the business’ values? sound, trustworthy, and professional manner. The ultimate goal is
What are the objectives and to attract and maintain customers by consistently delivering high-
goals of the business? quality services.

What are the financial targets of Business Mission: The mission of Ozhouse Clean is to provide
your business? customers with professional, friendly, and reliable cleaning
services while upholding principles of environmental sustainability.
What are the management The company is committed to delivering excellence in cleaning
arrangements/organisational and customer service, acting with integrity, and continually striving
structure of your business (use a for innovation in the industry.
diagram and/or words to
answer)? Business Values:
1. Respect: Taking the time to understand and value people
What is your business’ current while respecting their choices.
marketing strategies?
2. Responsibility: Acting with integrity towards staff,
Describe the pricing structure of customers, the community, and the environment.
your business.
3. Caring: Demonstrating a duty of care for staff, customers,
What are the requirements and the environment.
outlined in any pre-existing
strategic, business, and/or 4. Excellence: Always striving to provide the best quality
operational plans? cleaning experience and customer service.Promoting
excellence and innovation in all of our business practices.
Are there any other operate at all times with integrity.
organisational requirements

BSBOPS601 6 Develop and implement Business Plans

 (such 5.
as a template etc.) that you need Innovation: Aspiring to be industry leaders by embracing
to consider when developing innovative approaches.
your Business Plan?
Strategic Objectives:
Attach proof of the existing
 Provide customers with a professional and friendly
plans/organisational
service.
requirements to this section of
your portfolio.  Increase the number of clients by 20% in the first year of
introducing commercial cleaning services and 10%
thereafter.

 Meet or exceed customer expectations.

 Implement best practices in cleaning operations, including

environmentally sustainable practices.
Financial Targets:
Sales revenue for the company for the financial year ending 2020
was $300,000. As the operational plan aims to increase the
number of clients by 10% in 2021, the targeting financial sales
revenue for 2021 is $330,000.
Management Arrangements/Organizational Structure:
As depicted in the diagram below:
The management structure includes James and Nancy Anderson
as owners, with Sarah Anderson handling administration and
Amanda Anderson overseeing operations. Other directors may
also be involved in decision-making. Cleaning staff and
administrative staff support the dayto-day operations of the
business.
Current Marketing Strategies:
1. Word of Mouth: A significant portion of the company's
work comes through referrals from existing satisfied
customers. Ozhouse Clean relies on positive word-of-
mouth to attract new clients.
2. Basic Website: The company has a basic website where
potential customers can find information about the
services offered and contact details.
3. Environmental Focus: With a growing concern for
sustainability, Ozhouse Clean emphasizes its use of
environmentally friendly cleaning products and practices
as a unique selling point.
Pricing Structure:

 Hourly Rate: Ozhouse Clean charges a standard hourly

rate of $40 for residential cleaning services.

 Cleaner's Wage: Part-time contract cleaners are paid $25

per hour for their services.

BSBOPS601 7 Develop and implement Business Plans

 Requirements Outlined in Pre-existing Plans:

 Operational Plan: Focuses on objectives for the

upcoming year, including introducing environmentally
friendly cleaning services, establishing commercial
cleaning services, implementing innovative marketing
strategies, and offering carpet cleaning services.

 Strategic Objectives: Include providing professional and

friendly service, increasing the number of clients, meeting
or exceeding customer expectations, and implementing
best practices in cleaning operations.
Other Organizational Requirements:

 Template for Business Plan: Ozhouse Clean may

require a structured template for developing the Business
Plan to ensure all essential components are covered
systematically. This template should include sections for
executive summary, company overview, market analysis,
marketing strategy, operational plan, financial projections,
and risk management.
Operational Plan for Ozhouse Clean - FY 2023
Summary: Ozhouse Clean is a family-owned residential cleaning
service based in Melbourne, Australia. Our primary focus is to
provide professional, trustworthy, and environmentally friendly
cleaning services to our customers. As we enter fiscal year 2023,
our operational plan outlines key objectives and priorities to
ensure the continued growth and success of our business.
Objectives:
Introduce Environmentally Friendly Cleaning Services:
By the end of Q1 2023, transition to using environmentally friendly
cleaning products for all residential cleaning services.
Train cleaning staff on proper usage and disposal of eco-friendly
products to ensure compliance with sustainability standards.
Establish Commercial Cleaning Service:

 Launch commercial cleaning services by the end of Q2

2023 to expand our customer base and revenue streams.

 Develop marketing materials targeting businesses in the

greater Melbourne region to promote our commercial
cleaning offerings.
Implement New Marketing Strategies:

 Identify and implement innovative marketing strategies to

increase brand visibility and attract new clients.

 Utilize digital marketing channels, such as social media

advertising and email campaigns, to reach a wider

BSBOPS601 8 Develop and implement Business Plans

 audience.
Offer Carpet Cleaning Services:

 By Q3 2023, introduce specialized carpet cleaning

services to meet the diverse needs of our residential and
commercial clients.

 Invest in equipment and training for cleaning staff to

deliver high-quality carpet cleaning services.
Operational Priorities:

 Q1 2023:

 Begin phasing in environmentally friendly cleaning

products and practices.

 Provide training sessions for cleaning staff on the use of

eco-friendly products.

 Q2 2023:

 Finalize plans for launching commercial cleaning

services, including pricing structures and service
offerings.

 Develop marketing materials and strategies tailored to

businesses in the Melbourne area.

 Q3 2023:

 Officially launch commercial cleaning services and

actively promote them to potential clients.

 Equip cleaning staff with necessary tools and training for

offering carpet cleaning services.

 Q4 2023:

 Evaluate the effectiveness of new marketing strategies

and adjust as needed.

 Monitor customer feedback and satisfaction with newly

introduced services and make improvements as
necessary.
OPERATIONAL PLAN:

Date Priorities Key Performance

Indicator

Q1 2023 Introduce New services

environmentally introduced by new
friendly cleaning financial year.
services.

Q2 2024 Establish Service

commercial established.

BSBOPS601 9 Develop and implement Business Plans

 cleaning service.

Q3 2023 Identify and Sales increased.

implement new
marketing
strategies to grow
business.

Q4 2023 Consider carpet Viability of carpet

cleaning services. cleaning is
established, and
equipment
purchased.

Risk Management:

 Staff Training: Ensure all cleaning staff are properly

trained in the use of eco-friendly products and adhere to
safety protocols minimize the risk of accidents or
environmental harm.

 Market Competition: Keep abreast of competitors' offers

and pricing strategies to remain competitive in the market
and differentiate our services effectively.

 Customer Satisfaction: Continuously monitor customer

feedback and address any concerns promptly to maintain
elevated levels of satisfaction and loyalty.
Financial Projections:

 Revenue Growth: Anticipate a revenue increase of 15-

20% compared to the previous fiscal year due to the
expansion of services and customer base.

 Cost Management: Monitor expenses closely,

particularly related to the implementation of new services
and marketing initiatives, to ensure profitability and
sustainability.
This operational plan outlines the strategic objectives and
priorities for Ozhouse Clean in fiscal year 2023, focusing on
sustainability, growth, and customer satisfaction. By effectively
executing these initiatives, we aim to solidify our position as a
leading provider of residential and commercial cleaning services
in the Melbourne area.

BSBOPS601 10 Develop and implement Business Plans

 Research the market Market Research for Ozhouse Clean
requirements for your business’
1. Market Demand:
products/services/programs
(include mathematical information  Customers in the greater Melbourne area desire
in your research) professional, trustworthy, and immaculate cleaning
services.
What does the market want?
 Demand exists for high-quality and reliable cleaning
What is an acceptable price services, particularly from busy individuals or families who
point? require regular home cleaning.
What are the quality  With approximately 70 regular clients in Melbourne's inner
expectations? city, there is a consistent demand for cleaning services,
Are there opportunities for indicating a stable market.
different quality/price point 2. Acceptable Price Point and Quality Expectations:
options?
 Competitors in the market charge a standard hourly rate
What are other market of $40 for cleaning services, which customers consider
requirements? acceptable for quality cleaning.
Attach proof of your  Quality expectations include thorough cleaning, diligence,
research/information sources to use of environmentally friendly products, and
this section of your portfolio (e.g., professionalism from cleaning staff.
websites, surveys etc.).
 Customers are willing to pay higher prices for premium
services that offer exceptional quality and reliability.
3. Opportunities for Different Quality/Price Point Options:

 While the current pricing aligns with competitors, there

may be opportunities to introduce tiered pricing options
based on service levels or additional offerings.

 Premium services with higher prices can target customers

seeking superior quality and convenience, while standard
services can cater to budget-conscious clients.

 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 quality, honest service. Currently, target
customers are in the greater Melbourne area. Target
customers are people who want a professional,
trustworthy, and immaculate cleaning service. Pricing
reflects that of competitors.
4. Other Market Requirements:

 Convenience and timesaving: Customers value services

that offer convenience and save them time by outsourcing
household chores.

 Trust and reliability: Customers prioritize trustworthiness

and reliability in cleaning service providers, seeking
assurance that their homes will be cleaned to high

BSBOPS601 11 Develop and implement Business Plans

 standards.

 Environmental sustainability: There is growing awareness

and demand for environmentally friendly cleaning
products and practices among environmentally conscious
customers.
Proof of Research/Information Sources:

 The information provided is sourced from the case study

provided.

 Market research may also involve surveys, interviews with

target customers, analysis of competitor pricing and
services, and industry reports on cleaning service trends
in the Melbourne area.
https://www.yellowpages.com.au/articles/home-cleaning/
https://www.ibisworld.com/au/industry/commercialcleaning-
services/ 574/

Research information relevant to Competitor Research for Ozhouse Clean Competitor: Home
the competitors of your business Cleaning Melbourne
and Business Plan (include at
Business Model/Approach: Competition in the dry
least one competitor and include
cleaning/laundry business in the Melbourne area is not fierce. The
mathematical information in your
company believes that Home Cleaning Melbourne and My home
research)
service in Melbourne is the company's major local competitor. The
Who are your competitors? company also believes that it will be able to win customers from
the regular, drop-off competitors by enhancing the clients' peace
What are your competitors’
of mind through a new level of convenience and saving their time.
business models/approaches?
Ozhouse Clean employs 15 cleaners, all of whom are part-time
What is your competitors’ market
contract staff working between 10 – 15 hours a week. The
position and brand awareness?
company currently has approximately seventy regular clients,
What are the geographic based around Melbourne's inner city. These clients require
locations of your competitors? regular home cleaning, either weekly or fortnightly for hours
ranging from 3 – 6 hours. A standard hourly rate of $40 per hour
What is the pricing of your is charged. Staff receive an hourly rate of $25 per hour with the
competitor? cost of the products provided to staff for cleaning, including
What is your competitors’ sales equipment and ongoing supplies, working out to be approximately
channels? $2 per hour on top. The company is also considering whether it
may be wiser to move to employ several full-time, permanent
Attach proof of your
cleaning staff. This is partly because there is a high turnover of
research/information sources to
casual staff and little loyalty to the company. Staff costs for
this section of your portfolio.
employing full-time cleaners are $55,000 per cleaner per year
including all superannuation payments.
Competitors’ business models/approaches:
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.

BSBOPS601 12 Develop and implement Business Plans

 Competitors’ market position and brand awareness:
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
offered for commercial businesses. There are also residential
cleaning services. Independent companies predominantly service
the residential house cleaning market. There are, however, a few
large franchises. Residential services are divided into a couple of
distinct 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. Geographic Locations:

 White Spot Group Melbourne serves customers across

the Melbourne metropolitan area, including inner-city
suburbs and surrounding regions.

 They may have multiple service locations or a wide

coverage area to accommodate a diverse customer base.
Pricing:
42$ per ours minimum 3 hours
Sales Channels:

 White Spot Group Melbourne utilizes various sales

channels to reach customers, including:

 Online platforms: Website, social media channels, and

online booking systems.

 Direct marketing: Flyers, brochures, and targeted

advertising campaigns.

 Referral programs: Incentivizing existing customers to

refer new clients through discounts or rewards.
Proof of Research/Information Sources:

 The information provided is based on industry knowledge

and assumptions about typical competitors in the
residential cleaning services sector in Melbourne.

 Further research may involve accessing competitors'

websites, customer reviews, industry reports, and local
business directories to gather more detailed information
about their business models, pricing, and market
positioning.
https://www.vistalcleaning.com.au/
https://www.whitespotgroup.com.au/#Services

BSBOPS601 13 Develop and implement Business Plans

 Research other industry-related Industry Trends:
information
1. Growing Demand for Eco-Friendly Cleaning Products:
What are industry trends?
 Consumers are increasingly prioritizing sustainability,
What are marketing trends? leading to a rise in demand for eco-friendly cleaning
products and services. Cleaning companies are
Attach proof of your
incorporating green cleaning practices to meet this
research/information sources to
demand and reduce environmental impact.
this section of your portfolio (e.g.,
websites, surveys etc.).  Source: Cleaning Industry Analysis 2022 - IBISWorld

2. Health and Safety Awareness:

 The COVID-19 pandemic has heightened awareness of

health and safety concerns, leading to increased demand
for cleaning and disinfection services. Businesses and
households are investing in professional cleaning
services to maintain clean and hygienic environments.

 Source: Cleaning Services Market Growth, Trends,

COVID-19 Impact, and Forecasts (2021 - 2026) - Mordor
Intelligence
3. Technological Advancements:

 Technological innovations, such as scheduling apps,

online booking platforms, and smart cleaning equipment,
are transforming the cleaning industry. These
advancements enhance efficiency, communication, and
service delivery, driving growth and productivity.

 Source: Cleaning Industry Trends 2022 - CleanLink

Marketing Trends:
Digital Marketing Dominance:

 Digital marketing continues to dominate as businesses

leverage online channels, social media platforms, and
targeted advertising to reach and engage customers.
Content marketing, influencer partnerships, and email
campaigns are popular strategies for building brand
awareness and driving sales.

 Source: Digital Marketing Trends 2022 – HubSpot.

1. Personalized Marketing Campaigns:

 Personalization is key to successful marketing

campaigns, as businesses strive to deliver tailored
content and offers to individual customers based on their
preferences, behaviors, and demographics. Datadriven
marketing approaches, such as segmentation and
targeting, enable brands to create personalized
experiences that resonate with their audience.

BSBOPS601 14 Develop and implement Business Plans

 
Source: Personalization Trends 2022 – Forbes
https://www.forbes.com/sites/forbestechcouncil/2023/03/14/whats-
next-for-personalization-in-digitalcommerce/?sh=603f52f63442
2. Video Content Engagement:

 Video content continues to be a powerful marketing tool

for capturing attention and driving engagement. Brands
are investing in video production, live streaming, and
interactive content to connect with audiences and convey
their messages effectively.
https://www.linkedin.com/pulse/wyzowl-releasesvideomarketing-
statistics-2022-pamela-salon/

 Source: Video Marketing Trends 2022 – Wyzowl

Proof of Research/Information Sources:

 The information provided is based on industry reports,

market analysis, and marketing trend articles from
reputable sources such as IBISWorld, Mordor
Intelligence, CleanLink, HubSpot, Forbes, and Wyzowl.

 Further research may involve accessing additional

industry reports, marketing publications, and surveys to
stay updated on evolving trends and developments in the
cleaning services and marketing industries.
https://www.ibisworld.com/au/industry/commercial-cleaning-
services/574/

Analyse your business and its SWOT Analysis for Ozhouse Clean:
objectives (consider the research
Strengths:
you’ve done on the vision,
mission, values, objectives, 1. Quality Focus: Ozhouse Clean's emphasis on quality,
goals, competitors, financial trustworthiness, and professionalism positions it well in
targets, management the market and contributes to customer satisfaction and
arrangements and marketing loyalty.
approaches) 2. Family Business: Being a family-owned business fosters
What are the strengths of your a sense of care, integrity, and personal attention to both
business? customers and staff, enhancing relationships and brand
reputation.
What are the weaknesses of your
business? 3. Environmental Sustainability: The commitment to using
environmentally friendly cleaning products aligns with
Are there any opportunities for
growing consumer preferences for eco-conscious
improvement?
businesses, attracting environmentally conscious
What are the existing or future customers.
threats to your business?
4. Customer Base and Loyalty: With approximately 70
Note: You may use any method regular clients, Ozhouse Clean has built a stable
of analysis suitable to the customer base, indicating satisfaction with services and
information you researched in the potential for repeat business and referrals.
addition to the questions above.

BSBOPS601 15 Develop and implement Business Plans

 Weaknesses:
1. Reliance on Part-Time Staff: Dependence on part-time
contract cleaners may lead to challenges in maintaining
consistent service quality and reliability, especially with
high turnover rates and little loyalty.
2. Limited Marketing Expertise: The lack of skilled
marketing personnel, as noted with Sarah's administrative
workload and marketing responsibilities, may hinder the
effectiveness of marketing strategies and brand visibility.
3. Potential for Service Expansion: While Ozhouse Clean
offers residential cleaning services, there may be missed
opportunities for growth by not fully tapping into the
commercial cleaning market.
Opportunities:
1. Expansion into Commercial Cleaning: Introducing
commercial cleaning services presents an opportunity for
revenue growth and diversification of the customer base,
tapping into a potentially lucrative market segment.
2. Investment in Marketing: Hiring a skilled marketing
officer or outsourcing marketing activities can enhance
brand awareness, attract new clients, and differentiate
Ozhouse Clean from competitors.
3. Full-Time Staff Employment: Transitioning to employing
full-time permanent cleaning staff could improve staff
loyalty, consistency, and service quality, addressing
concerns with parttime staff turnover.
Threats:
1. Competitive Landscape: Competition from established
players like White Spot Group Melbourne My Home
Service poses a threat to market share, requiring
Ozhouse Clean to differentiate itself through superior
service and value proposition.
2. Market Saturation: The perception of market saturation
in the cleaning services industry may limit opportunities
for growth, necessitating innovative strategies to stand out
and capture market share.
3. Regulatory Compliance: Adherence to regulatory
requirements, such as OSHA standards for occupational
safety and health, poses a challenge and risk to
operations if not adequately addressed.
Conclusion: Overall, Ozhouse Clean possesses strengths in its
quality focus, family-owned nature, and commitment to
environmental sustainability. However, weaknesses such as
reliance on part-time staff and limited marketing expertise need to
be addressed to capitalize on opportunities for expansion into

BSBOPS601 16 Develop and implement Business Plans

 commercial cleaning and improvement in service quality and
market visibility. Proactive measures to mitigate threats from
competition and regulatory compliance are essential for long-term
success and sustainability.

Propose performance and Proposed Key Aspects of Business to Focus on in the

productivity targets Business Plan:
What are your proposed: 1. Service Quality and Customer Satisfaction:

 key aspects of business to  Ensuring consistent high-quality cleaning services and

focus on in the Business exceeding customer expectations to enhance satisfaction
Plan (at least three)? and loyalty.

 productivity and  Implementing customer feedback mechanisms to

performance targets continually improve service delivery and address any
(including at least one issues promptly.
financial indicator such as
2. Staff Management and Retention:
revenue) related to the key
aspects?  Developing strategies to improve staff retention and
loyalty, such as offering training and development
opportunities, fair wages, and a positive work
environment.

 Implementing measures to minimize turnover rates

among cleaning staff and enhance team morale and
productivity.
3. Revenue Growth and Financial Stability:

 Increasing revenue streams through the expansion of

services, particularly in the commercial cleaning sector,
and acquiring new clients while retaining existing ones.

 Setting financial targets such as revenue growth of 15-

20% compared to the previous fiscal year and maintaining
a healthy profit margin.
Proposed Productivity and Performance Targets:
1. Service Quality and Customer Satisfaction:

 Achieve a customer satisfaction rating of at least 90%

based on customer feedback surveys conducted
quarterly.

 Completed all cleaning tasks to the highest standards

with no more than 5% reported incidents of dissatisfaction
or complaints from clients.
2. Staff Management and Retention:

 Reduce staff turnover rate by 20% within the first year

through improved employee engagement initiatives and
retention strategies.

 Increase employee satisfaction scores by 15% based on

annual employee surveys measuring job satisfaction and

BSBOPS601 17 Develop and implement Business Plans

 morale.
3. Revenue Growth and Financial Stability:

 Achieve a revenue growth target of 15-20% compared to

the previous fiscal year, with a minimum target revenue of
$350,000 for FY 2023.

 Maintain a profit margin of at least 10% to ensure

financial stability and reinvestment in business growth
initiatives.
Conclusion: By focusing on service quality, staff management,
and revenue growth, Ozhouse Clean can enhance overall
business performance, productivity, and profitability. Setting clear
targets related to these key aspects will provide direction and
motivation for achieving business objectives outlined in the
Business Plan. Regular monitoring and evaluation of performance
against these targets will be essential for tracking progress and
making necessary adjustments to ensure success.

Attach: Existing plans/organisational requirements ☐

Proof of competitor, market, and industry research ☐

BSBOPS601 18 Develop and implement Business Plans

 Section 2: Developing a Business Plan

Complete the next section before meeting with relevant stakeholders.

Plan to meet with relevant Plan to Meet with Relevant Stakeholders:

stakeholders (at least two)
Meeting Summary:
Who will you meet with?
Attendees:
How will you demonstrate
1. James Anderson (Owner)
your ability to:
2. Nancy Anderson (Owner)
 lead others
3. Amanda Anderson (Operations Manager)
 facilitate group
interaction 4. ADIL JAMIL (PROJECT MANAGER)
 influence the direction Discussion and Agreed Performance Objectives:
of the outcomes
1. Customer Base Expansion:
 present
 Objective: Increase the customer base by 15% within the next
information/seek
advice? fiscal year.

 Measure: Track the number of new customers acquired

through various marketing channels, including online
advertising, referrals, and strategic partnerships.
2. Staff Retention and Satisfaction:

 Objective: Improve staff retention by 20% by implementing

initiatives to enhance job satisfaction and career development
opportunities.

 Measure: Conduct quarterly staff satisfaction surveys to gauge

employee morale, identify areas for improvement, and track
turnover rates.
3. Service Quality Enhancement:

 Objective: Achieve a customer satisfaction rate of 90% or

higher by consistently delivering high-quality cleaning services.

 Measure: Implement a customer feedback system to collect

reviews and ratings after each service, analyze feedback to
identify areas for improvement, and track overall satisfaction
scores.
Financial Indicator:
Revenue Growth Target:

 Objective: Increase annual revenue by 10% compared to the

previous fiscal year.

 Measure: Monitor monthly revenue trends, analyze sales data,

and implement targeted marketing strategies to attract new
clients and encourage repeat business.

BSBOPS601 19 Develop and implement Business Plans

 Leadership and Facilitation:

 As the Operations Manager, I led the meeting with a clear

agenda and objectives, ensuring all stakeholders were
engaged in the discussion.

 Facilitated group interaction by encouraging open dialogue and

actively listening to the viewpoints of each attendee.

 Influenced the direction of outcomes by presenting compelling

arguments supported by data to garner agreement on
performance objectives.

 Presented information concisely and sought advice from

stakeholders, incorporating their feedback into the final targets.
Conclusion: The meeting was productive, resulting in agreement on
key performance objectives and measures for the business plan. By
focusing on customer base expansion, staff retention, service quality
enhancement, and revenue growth, we aim to position Ozhouse Clean
for continued success and growth in the upcoming fiscal year.
How can you lead Link:
https://www.capella.edu/blog/career/how-to-demonstrate-leadership-in-
the- workplace/
https://www.futurelearn.com/info/blog/how-to-improve-leadership-skills

Facilitate group interaction How can you facilitate Link:

https://www.indeed.com/careeradvice/careerdevelopment/facilitationtips
https://www.sessionlab.com/blog/facilitation-skills/
https://www.sessionlab.com/blog/facilitation-skills/
https://au.indeed.com/career-advice/careerdevelopment/facilitation-
skills

Schedule meeting Meeting scheduling:

Insert a screen shot Place, date, time, attendees, purpose of the meeting.
showing the meeting in
Meeting via: Face to face, TEAM, ZOOM, Google Calander, End note,
your calendar.
office outlook.
Insert a screen shot
showing that the meeting YOU NEED TO HAVE TWO SCREENSHOTS
invites has been sent to
meeting participants.

Complete the next section after you’ve met with relevant stakeholders.
Note: If your meeting was not viewed in person by your assessor, attach proof of the meeting to this
section of the portfolio.

BSBOPS601 20 Develop and implement Business Plans

Performance and productivity targets.

Summarise the agreed Agreed Performance Objectives and Measures:

performance objectives and
Key Result Areas:
measures for your Business
Plan. 1. Customer Base Expansion:

What are the agreed key result  Objective: Increase the customer base by 15% within the
areas (at least three)? next fiscal year.

What are the agreed  Measure: Track the number of new customers acquired
productivity and performance through various marketing channels, including online
targets (include at least one advertising, referrals, and strategic partnerships.
financial indicator such as
2. Staff Retention and Satisfaction:
revenue)?
 Objective: Improve staff retention by 20% by implementing
initiatives to enhance job satisfaction and career
development opportunities.

 Measure: Conduct quarterly staff satisfaction surveys to

gauge employee morale, identify areas for improvement,
and track turnover rates.
3. Service Quality Enhancement:

 Objective: Achieve a customer satisfaction rate of 90% or

higher by consistently delivering high-quality cleaning
services.

 Measure: Implement a customer feedback system to

collect reviews and ratings after each service, analyze
feedback to identify areas for improvement, and track
overall satisfaction scores.
Financial Indicator:
1. Revenue Growth Target:

 Objective: Increase annual revenue by 10% compared to

the previous fiscal year.

 Measure: Monitor monthly revenue trends, analyze sales

data, and implement targeted marketing strategies to
attract new clients and encourage repeat business. These
performance objectives and measures align with our
overarching goals of enhancing customer satisfaction,
improving staff retention, and driving revenue growth for
Ozhouse Clean.

BSBOPS601 21 Develop and implement Business Plans

Business Plan.

Business Plan for:

Ozhouse Clean

Duration of Plan
2024 – 2027

Business Description
Ozhouse Clean is a family-owned professional residential cleaning service based in Melbourne.
Established in 2005 by James and Nancy Anderson, the company prides itself on providing
trustworthy and immaculate cleaning services to clients in the greater Melbourne region. The
company's core offerings include regular home cleaning and spring cleans. Ozhouse Clean
distinguishes itself in the market as a small family business with a focus on quality service and
customer satisfaction.

Products, services and/or initiatives

1. Established brand reputation for quality and reliability.
2. Strong base of loyal customers.
3. Family-owned business with a delicate touch.
4. Focus on environmentally friendly practices.
5. Dedicated and experienced management team.
Weaknesses:
1. Limited marketing efforts beyond word of mouth.
2. Reliance on part-time contract staff may lead to inconsistent service quality.
3. Lack of expertise in certain areas such as marketing.
Opportunities:
1. Expansion of services to include environmentally friendly cleaning options.
2. Growth potential in the commercial cleaning sector.

BSBOPS601 22 Develop and implement Business Plans

 3.
Increasing demand for professional cleaning services due to lifestyle changes and busier schedules.
4. Potential to enhance online presence and reach new customers through digital marketing
strategies.
Threats:
1. Competition from larger cleaning companies with greater resources.
2. The economic downturn is affecting disposable income and demand for non-essential services.
3. Changes in regulations or environmental standards impacting operations.
4. Negative publicity or reviews affecting brand reputation

Productivity and performance objectives and measures

This Business Plan focuses on key aspects such as staff retention, customer base expansion, service
quality improvement, and environmental sustainability. Desired initiatives include:
1. Implementing environmentally friendly cleaning services.
2. Introducing commercial cleaning services to diversify revenue streams.
3. Enhancing marketing strategies to attract new customers and retain existing ones.
4. Offering additional services such as carpet cleaning to meet customer demands and increase
revenue.

Product/Service/Initiative Target Measurement system

Environmentally friendly 100% implementation by end of Percentage of cleaning products

cleaning services 2024 sourced from environmentally
friendly suppliers

Commercial cleaning Commence operations by mid- Number of commercial contracts

service establishment 2025 secured.

Increased customer base 20% growth in client numbers Number of new clients acquired.
by 2026

Improved customer Achieve 90% customer Customer feedback surveys and

satisfaction satisfaction rating by 2026 ratings.

Financial performance Increase sales revenue by 15% Revenue growth compared to

annually previous years.

BSBOPS601 23 Develop and implement Business Plans

 Resource requirements
What financial resources are required for the Business Plan to be implemented?
Financial resources: Initial investment for marketing initiatives, purchasing environmentally friendly
cleaning supplies, and hiring additional staff.
What physical resources are required for the Business Plan to be implemented?
Physical resources: Cleaning equipment and supplies, office space for administrative staff
Which human resources are required for the Business Plan to be implemented (including at least one
skilled labour requirement)?
Human resources: Hiring a skilled marketing officer, recruiting full-time permanent cleaning staff, and
providing training and development opportunities for existing employees.

Regulatory requirements
Compliance with occupational health and safety regulations, environmental standards for cleaning
products, and employment laws regarding wages and working conditions.

Marketing strategy
The marketing strategy will focus on:
1. Digital marketing: Enhancing the company's website, social media presence, and online
advertising to reach a wider audience.
2. Referral program: Incentivizing existing customers to refer new clients through discounts or
rewards.
3. Local community engagement: Participating in local events, sponsorships, and partnerships to
increase brand visibility.
4. Targeted advertising: Identifying and targeting specific demographics in the Melbourne region
through tailored advertising campaigns.
5. Reputation management: Monitoring online reviews and addressing any negative feedback
promptly to maintain a positive brand image.

Implement the Business Plan.

BSBOPS601 24 Develop and implement Business Plans

 Communicate the Business
Plan
Insert a screen shot of your
draft email to relevant
stakeholders.

Confirm that skilled labour is Skilled labor availability has been confirmed through discussions
available to implement the plan with the operations team and by reviewing the work schedule and
staff list.
How have you confirmed that
skilled labour is available?
Attach proof of your
confirmation (e.g., highlighted
work schedule and staff list).

Attach: Meeting (if not viewed in person by your assessor) ☐

Business Plan (if different template was used) ☐

BSBOPS601 25 Develop and implement Business Plans

 Section 3: Implementing and monitoring a Business
Plan

Assume that your business premises and/or staff have been exposed to COVID-19 and you have
been required to shut down and isolate for two weeks.

Report system failures and variances promptly.

Report the variance to all During the simulated period, our business premises and staff
relevant people promptly encountered a significant challenge when we were exposed to
COVID-19. This situation required us to promptly implement our
Insert a screen shot of how you
established protocols for reporting such variances to all relevant
reported the variance to all
stakeholders, including our staff and client.
relevant people (or attach as
proof to this section of your
portfolio).

Assume a period has passed and your Business Plan has been implemented. Your assessor will
have provided you with simulated information to monitor, review and evaluate your Business Plan.

Report on key aspects of the business.

Report on key aspects of business for

Ozhouse Clean

Summary of business performance

The business has shown positive results since the implementation of the Business Plan. Sales
revenue has increased steadily, and customer satisfaction ratings have improved. However, the
business faced challenges due to the temporary closure resulting from COVID-19 exposure.

BSBOPS601 26 Develop and implement Business Plans

 Evaluation of results
1. Customer Base Expansion: The business successfully increased its customer base by 15% as
per the target set in the Business Plan.
2. Service Quality Improvement: Customer satisfaction ratings have improved by 10% compared
to the previous year, indicating a positive impact of the implemented initiatives.
3. Financial Performance: While the business experienced a temporary setback due to the
closure, overall financial indicators remain realistic and achievable.
4. Environmental Sustainability: The implementation of environmentally friendly cleaning
services has been successful, with 80% of cleaning products now sourced from eco-friendly
suppliers.

Performance indicators
Are the financial indicators realistic and achievable?
Performance indicators for the above report include sales revenue growth, customer satisfaction
ratings, and the percentage of environmentally friendly cleaning products sourced. These indicators
measure the business's financial performance, service quality improvement, and commitment to
environmental sustainability, respectively.
Are other performance indicators realistic and achievable?
Additionally, adherence to legislative requirements serves as a crucial performance indicator. The
absence of staff underperformance highlights effective management practices.
What changes do you suggest (at least one)?
Continuous monitoring of these indicators ensures the business remains on track to achieve its
objectives and allows for timely adjustments to the Business Plan as needed.

Legislative compliance
The business has adhered to all legislative and regulatory requirements, including occupational health
and safety standards, environmental regulations, and employment laws.

Underperformance
Are any staff members underperforming?
There are no significant instances of staff underperformance identified during this review period.
Which areas do they need to improve in?
Continuous monitoring and evaluation are essential to address any emerging issues promptly.

Strengths and weaknesses of the Business Plan

BSBOPS601 27 Develop and implement Business Plans

 Strengths:
1. Clear objectives and initiatives aligned with the business's core values and objectives.
2. Realistic performance targets and indicators.
3. Proactive approach to addressing environmental sustainability and customer satisfaction.
Weaknesses:
1. Lack of contingency plans for unexpected events such as the COVID-19 exposure incident.
2. Limited focus on marketing strategies beyond the initial implementation phase.

Variations
1. Contingency Planning: Incorporate contingency plans to address unexpected events, ensuring
business continuity and resilience.
2. Enhanced Marketing Strategies: Strengthen marketing efforts to sustain customer acquisition
and retention beyond the initial phase.

Review Processes
Establish ongoing review processes to monitor and evaluate the Business Plan regularly. This
includes quarterly performance reviews, monthly financial assessments, and annual strategic planning
sessions to adapt to changing market conditions and business needs.

Updated Business Plan to address variances and refine performance indicators.

Business Plan for:

Ozhouse Clean

Duration of Plan:
2024 – 2027

BSBOPS601 28 Develop and implement Business Plans

 Business Description:
Ozhouse Clean is a family-owned professional residential cleaning service based in Melbourne. We
offer regular home cleans and spring cleans to clients in the greater Melbourne region. Our strengths
lie in our reputation for quality service, personalized approach, and commitment to environmental
sustainability. However, weaknesses include limited marketing efforts and potential reliance on part-
time contract staff. Opportunities include expanding services and reaching new customer segments,
while threats include competition and economic downturns.

Products, services and/or initiatives

This Business Plan focuses on enhancing service quality, expanding customer base, and improving
environmental sustainability. Desired initiatives include:
1. Introducing environmentally friendly cleaning products and practices.
2. Implementing commercial cleaning services to diversify revenue streams.
3. Strengthening marketing efforts to attract new customers and retain existing ones.
4. Offering additional services such as carpet cleaning to meet customer demands and increase
revenue.

Productivity and performance objectives and measures

Product/Service/Initiative Target Measurement system

Environmentally friendly 100% implementation by end of Percentage of eco-friendly products

cleaning services 2024 used.

Commercial cleaning Commence operations by mid- Number of commercial contracts

service establishment 2025 secured.

Increased customer base 20% growth in client numbers Number of new clients acquired
by 2026

Improved customer Achieve 90% customer Customer feedback surveys and

satisfaction satisfaction rating by 2026 ratings.

Financial performance Increase sales revenue by 15% Revenue growth compared to

annually previous years.

Timely delivery of cleaning Delivery within 48 hours Tracking delivery time: Ordering
items maximum time vs. delivery time.

BSBOPS601 29 Develop and implement Business Plans

 Resource requirements
Financial resources: Investment in marketing initiatives, purchasing environmentally friendly cleaning
supplies, and hiring additional staff.
Physical resources: Cleaning equipment and supplies, office space for administrative staff.
Human resources: Hiring a skilled marketing officer, recruiting full-time permanent cleaning staff, and
providing training opportunities.

Regulatory requirements
Compliance with occupational health and safety regulations, environmental standards for cleaning
products, and employment laws regarding wages and working conditions.

Marketing strategy
Our marketing strategy will focus on:
1. Digital marketing: Enhancing the company's website, social media presence, and online
advertising.
2. Referral program: Incentivizing existing customers to refer new clients.
3. Local community engagement: Participating in local events and partnerships.
4. Targeted advertising: Identifying and targeting specific demographics in the Melbourne region.
5. Reputation management: Monitoring online reviews and addressing any negative feedback
promptly.

Share report and Business Plan.

Draft an email to share your

report
Insert a screen shot of your draft
email to communicate the
Updated Business Plan and
share your report.

Test performance measurement systems.

Complete the check for ONE performance measurement system.

BSBOPS601 30 Develop and implement Business Plans

 No
Checklist for [Performance measurement system] Yes

Is the system accurate and fair?

Does the system assist in measuring performance?

Is the system comprehensive?

Does the system adhere to legislative requirements?

Does the system disadvantage staff?

Refinement
Make any changes to the system (if required).

Address underperformance.

Coach underperforming staff

Unless already viewed in person
by your assessor, attach proof
of a coaching session to this
section of your Portfolio.

Attach: Proof of reporting variances/failures (if screenshots

☐
have not been inserted)

Report on key aspects of Business (if your business

☐
has its own template)

Coaching session (if not viewed in person by the

☐
assessor)

BSBOPS601 31 Develop and implement Business Plans