PROJECT

PORTFOLIO

STUDENT VERSION

BSBOPS601
DEVELOP AND
IMPLEMENT BUSINESS
PLANS
 Contents
Section 1: Planning to develop a Business Plan 4
Section 2: Developing a Business Plan 9
Section 3: Implementing and monitoring a Business Plan 3
Student name:

Assessor:

Date:

Business this assessment is

based on:

Role assumed to complete

this assessment:
 Section 1: Planning to develop a Business Plan

Provide an overview of your The name of the business is Ozhouse Clean.

business
It is a family-owned business that is based and
What is the name of the business? targeted customers in greater Melbourne region.
What are the main products, The business offers professional, residential cleaning
services, or programs of the services, including regular home cleans, as well as
business? spring cleans with greater emphasis on
professionalism, trustworthiness, and immaculate
cleaning services.

Describe the legislative and Describe the legislative and regulatory requirements
regulatory requirements relevant to relevant to developing your Business Plan (include at
developing your Business Plan least one)
(include at least one) WHS legislation (applies to cleaners working in other
What is the legislation/regulatory people’s homes)
requirements called?
What is the legislation/regulatory requirements
How are the legislation/regulatory called?
requirements relevant to your
business and Business Plan?
The Work Health and Safety Act 2011

How are the legislation/regulatory How are the legislation/regulatory requirements

requirements relevant to you as relevant to your business and Business Plan?
you perform your role? The legislation requires that all employers have the
duty to provide a safe work environment for their
employees and anyone within the workplace. It is
relevant in making the business plan as its main goal
is to ensure that the business manages any hazards
or risks to the health and safety of the employees in
the course of work, especially during COVID-19
pandemic.

How are the legislation/regulatory requirements

relevant to you as you perform your role?
As an operations manager, I am responsible for all
operations, and thus includes understanding and
adhering to WHS legislation, mitigating risks and
maintain a safe working environment particularly the
health and safety issues of the employees.
Describe the organisational Describe the organisational requirements relevant to
requirements relevant to developing your Business Plan? –
developing your Business Plan
OzHouse Clean has an existing Operational Plan/
What is the business’ vision? Business Plan with limited information developed for
What is the business’ mission? the upcoming year only.
What are the business’ values? What is the business’ vision?
What are the objectives and goals The OzHouse Clean Vision are;
of the business?
-to provide quality services to all customers, with a
What are the financial targets of
focus on quality and happy and contented staff and
your business?
customers.
What are the management
arrangements/organisational -to be recognized as Melbourne's leading provider of
structure of your business (use a professional and environmentally friendly residential
diagram and/or words to answer)? cleaning services, driven by a commitment to
What is your business’ current excellence and customer satisfaction.
marketing strategies?
Describe the pricing structure of
What is the business’ mission?
your business.
What are the requirements outlined
The OzHouse Clean Mission are;
in any pre-existing strategic, -to advance in the business by establishing a distinct
business, and/or operational plans? position from their competition and for the brand to
Are there any other organisational be widely recognized and associated with qualities.
requirements (such as a template -to provide customers with a professional and
etc.) that you need to consider friendly service and to increase sales
when developing your Business
Plan?
Attach proof of the existing What are the business’ values?
plans/organisational requirements
to this section of your portfolio. The OzHouse Clean ensure to adhere with the key
values, which are:
 valuing and respecting all our customers
 caring for the environment through our
environmentally friendly services
 caring for our staff through a friendly working
environment
 promoting excellence and innovation in all of our
business practices.

What are the objectives and goals of the business?

 The OzHouse Clean Objectives and goals are:
 to enhance revenue by increasing brand
recognition by offering professional and
courteous service to customers
 to focus on building our brand recognition for
providing customers with a professional and
friendly service and to increasing sales.
 to increase our customer base and profit
percentage.
 to meet or exceed the expectations of customers
 to implement best practice in cleaning
operations, including environmentally sustainable
practices.

What are the financial targets of your business?

Financial Targets:
To increase the number of clients by 20% the first
year after launching the commercial cleaning
services, and then by 10% the following year.
We want to increase our customer base and profit
percentage

What are the management

arrangements/organizational structure of your
business (use a diagram and/or words to answer)?
Organisational Structure: Please refer to the
attached file for the Organisational Chart and
Existing Operational Plan

What are your business’ current marketing

strategies?
Currently the OzHouse Clean’s marketing strategies
are through basic website and word of mouth from
existing customers. The pricing structure of the
business offers a regular home cleaning at a
standard hourly rate of $40, which gained a sales
revenue for the company for the past financial years
of $300,000, and making a 5% profit.
Over the years, the business has been utilizing their
existing Operational Plan which outlines the vision,
mission, key values and objectives of the business.
An operational priorities were also considered in
developing the business plan.
As for the next three succeeding years, the company
have amended the business plan which is attached
at the end of this section.

Describe the pricing structure of your business.

Financial target for 2024: Sales revenue of $360,000

and then 396,000 the following year.

What are the requirements outlined in any pre-

existing strategic, business, and/or operational
plans?
Are there any other organizational requirements
(such as a template etc.) that you need to consider
when developing your Business Plan?
Attach proof of the existing plans/organizational
requirements to this section of your portfolio.

Current Marketing Strategies:

• Basic website presence
• Word-of-mouth referrals from existing customers

Pricing Structure:
• Standard hourly rate for cleaning services: $40 per
hour
• Hourly rate for cleaning staff: $25 per hour

Requirements Outlined in Pre-existing Plans:

• Implementation of environmentally friendly cleaning
services
• Establishment of commercial cleaning service
• Introduction of new marketing strategies
 • Offer carpet cleaning services.

Other Organizational Requirements:

• Development of clear plans for business growth
and evolution
• Consideration of staffing needs, including potential
for additional administrative staff and full-time
cleaning staff
• Evaluation of marketing strategies to attract more
commercial customers.
• Review and renewal of public liability insurance
policy

Please find the attached business plan at the end of

this section.

Research the market requirements Research the market requirements for your business’
for your business’ products/services/programs (include mathematical
products/services/programs information in your research)
(include mathematical information What does the market want?
in your research)
One thing the most of the client want in House
What does the market want?
Cleaning Market/Services is the quality of work.
Providing a good quality services to customers may
What is an acceptable price point?
lead to a positive word of mouth which will help
What are the quality expectations? expand the business you are offering. Furthermore,
Are there opportunities for different the customers would also want a trustworthy, well-
quality/price point options? trained, and flexible service provider.

What are other market What is an acceptable price point?

requirements?
Attach proof of your
As per House Cleaning Cost Guide 2024, the
research/information sources to
average house cleaning cost for a standard 3-
this section of your portfolio (e.g.,
bedroom home usually ranges between $70 to $138,
websites, surveys etc.).
but the cleaner might charge more or less.
The quality expectations of hiring a house cleaners’
depend a lot on the type of house, the tasks, and
how much work is involved.
 Examples of price guide are as follows:
• Apartment cleaning - $60-$170
• End of lease cleaning - $100-$700
• Move-in cleaning - $50-$100
• Spring cleaning - $70-$430

The market might also requires additional services

such as window cleaning, oven cleaning, cleaning of
blinds, exterior house washing and post-build clean-
ups.
Examples of price guide are as follows:
• Carpet cleaning - $60-$200
• Ceiling cleaning - $50-$200
• Tile and grout cleaning - $50-4250
• Window cleaning - $30-$150

Furthermore, as a result of COVID-19 pandemic, the

price rate might increase due to the high demand for
domestic housekeeping which includes thorough
disinfection cleaning.

Attached proof of research/information sources (e.g.,

websites);

https://www.myhousecleaningbiz.com/public/What-
do-customers-want-from-a-house-cleaning-company-
1192.cfm
House Cleaning Cost Guide [Updated 2024] |
Airtasker AU
https://www.airtasker.com/au/costs/house-cleaning/h
ow-much-does-house-cleaning-cost/

Research information relevant to One of our competitors in the cleaning industry is the
the competitors of your business MyHome cleaning services. MyHome has been in
and Business Plan (include at least the cleaning business for over 10 years and is
one competitor and include providing domestic cleaning services across
mathematical information in your Australia.
research) Their market positions and brand awareness involve
Who are your competitors? a comprehensive range of services including
specialist options or standard services such as;
What are your competitors’ Regular Cleaning, One-Off Spring Cleaning, and
business models/approaches? Carpet Cleaning. Their services are tailored to
What is your competitors’ market customer’s individual needs, and supply all of their
position and brand awareness? own specialist equipment.

What are the geographic locations

of your competitors? MyHome’s geographic location is in Melbourne. Their
What is the pricing of your house cleaning prices are customized based on the
competitor? size of the home and the type of cleaning that the
customers might require. Price ranges from:
What is your competitors’ sales
channels? • Hourly rate of $36-$68
Attach proof of your • Flat rate of $70-$220 for weekly or monthly
research/information sources to cleans
this section of your portfolio.
• End of lease at $150-$800, depending on
home size

Their major sales route is through their websites,

which include contact information so that anyone
may contact them. They also have social media
platforms (Facebook and LinkedIn).

Source:
http://www.myhomeclean.com.au/residential-
cleaning/

Research other industry-related Over the years the cleaning industry have
information been evolving due to high demand and
advancement in technology. Based on the latest
What are industry trends? trends, a cleaning business must incorporate
What are marketing trends? innovative solutions to stay relevant to the target
market.
Attach proof of your
research/information sources to The following trends are useful to ace in the
this section of your portfolio (e.g., market and will contribute to the overall cleaning
websites, surveys etc.). industry growth:

 Smart Technology -The cleaning industry uses

high-power vacuum cleaners and bots to minimise
manual labour. The cleaners don’t need to worry
as the companies require employees to operate
sophisticated cleaning machinery.
 Green products- People are becoming conscious
about the ingredients of the cleaning products
 used. Since there is a rise in concern regarding
the environmental impact of chemical cleaners,
the cleaning industry has an opportunity to fulfil
customer requirements by using green and eco-
friendly products
 Lesser Use of Resources- Courtesy of the latest
technology, there are advanced mops and
microfiber cloths made of silver strands to kill
bacteria and other microbes. Hence, the cleaning
business can wipe the counters and tiles using a
microfiber cloth and water without any cleaning
chemicals. Besides environmental benefits, the
natural cleaning process indeed ensures
employees' and customers' health and wellness.
 Enhanced Safety Measures- With increased
awareness of health and safety protocols, there
has been a heightened demand for thorough
disinfection procedures and sanitization practices
to prevent outbreaks and risks of different
diseases in response to global events like COVID-
19.

Trends are always an interesting thing. It is about

leaning towards the consumers more and shifting
your operations to suit the best commercial
cleaning trends. Some marketing trends in the
cleaning industry include:

The Marketing Angle- Cleaning businesses are now

using digital marketing strategies such as social
media advertising, email marketing, and search
engine optimization (SEO) to reach potential
clients. Reviews and Content marketing is also use
to help promote a cleaning business and will show
customers review 24/7.
Digital marketing is how the cleaners are now
making themselves visible to the masses. Through
optimized websites, crafted digital ad strategies, and
maintaining an informative social media handle,
cleaning companies are now making their names
heard by their audience.
Dedicated Niche Services- It is not one solution
that fits all anymore. There is a diverse range of
services that are offered by cleaning companies
these days. There are expert cleaners who are
individually capable in diverse areas like; commercial
window cleaning, commercial cleaning, industrial
cleaning, strata cleaning and even church cleaning.
Free Quotation- Knowing what they are signing up
 for beforehand is something the end consumers
seem to be keen on at this point. Providing a free
quote that is not just assumed but also accurate by
dropping down to customers premise, analysing their
comprehensive requirements, and giving an on-spot
quote is the new trend now.
Personalized Customer Experience-
Personalization is key in marketing efforts, with
companies tailoring their messaging and offers to
meet the specific needs and preferences of individual
customers. Personalized email campaigns, targeted
advertising, and customized service packages are
increasingly common strategies.
Video Content Marketing- Video content continues
to gain traction as an effective marketing tool, with
cleaning companies utilizing video tutorials, client
testimonials, and behind-the-scenes footage to
engage audiences and showcase their expertise.

https://jbncleaning.com.au/commercial-cleaning-
trends/

https://www.trustedcleaner.com.au/cleaning-industry-
trends-and-statistics/

Analyse your business and its SWOT analysis was utilized.

objectives (consider the research Strengths:
you’ve done on the vision, mission,
values, objectives, goals,  Focuses on the customer satisfaction and quality
competitors, financial targets, of their services.
management arrangements and
marketing approaches)  Competitive pricing, and high cleaning
standards.
What are the strengths of your
business?
 Loyal customers that helps through word-of-
What are the weaknesses of your mouth publicity.
business?
 Desire for total customer satisfaction and
Are there any opportunities for
improvement?
increased profit

What are the existing or future  A new, innovative product or service

threats to your business?
Note: You may use any method of
analysis suitable to the information Weakness:
you researched in addition to the
questions above.
 Operational plan is limited.
 Small range of services offered
 The need for skilled marketing officer
 High turnover of casual staff and little loyalty to
the company.
 Lack of marketing expertise

Opportunities:
 Increased product range to include carpet
cleaning
 COVID-safe cleaning requirements
 Expand geographic location of client base
 Developing different ways of marketing,
especially to attract commercial customers such
as the Internet
 Mergers, joints ventures or strategic alliances

Threats:
 The business plan is limited for just a year
 Ongoing COVID-19 pandemic
 A new competitor in the home market
 Price wars with competitors
 A competitor has a new, innovative product or
service
 Competitors have superior access to channels of
distribution

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

productivity targets Business Plan:
What are your proposed:
 key aspects of business to
focus on in the Business Plan  Ozhouse Clean’s staff retention
(at least three)?
 Customer base/ Target Market (e.g., number
 productivity and performance and diversity)
targets (including at least one
financial indicator such as  Services that will be offered (quality and
revenue) related to the key quantity)
aspects?
 The environmental impact of Ozhouse Clean on
both internal and external

Productivity and performance targets:

  To maintain the high standards and meet the
productivity and performance target of
Ozhouse clean employees
 Additional staff hire with at least one full time
cleaner and marketing assistant employee
 100% customer satisfaction and 20% increase
in customer base.
 Implement new marketing strategies by
providing carpet cleaning services and offer
environment friendly products to meet the
demands and requirements of the clients.
Revenue Growth and Profitability:
• Increase annual sales revenue by 20%
through the introduction of new services such
as; commercial cleaning, specialized cleaning
and business expansion into new geographic
markets.
• Achieve a return of investment (ROI) of at
least 15% on marketing expenditures and
improve profit margin by 10% through pricing
optimization and providing additional services.

Attach: Existing plans/organisational requirements ☐

Proof of competitor, market, and industry research ☐

 Section 2: Developing a Business Plan
Complete the next section before meeting with relevant stakeholders.

Plan to meet with relevant Stakeholders at the meeting:

stakeholders (at least two)
 James Anderson- Owner and Financier
Who will you meet with?
How will you demonstrate  Sarah – operation manager
your ability to:  Cleaning Staff Representative
 lead others
 facilitate group
interaction I will demonstrate my ability to lead others by:
 influence the direction of • Establishing clear meeting objectives and agenda to
the outcomes guide discussions effectively.
 present information/seek
advice? • Demonstrating confidence, professionalism, and
expertise in addressing key business challenges and
opportunities.
• Encouraging open communication and active
participation to foster engagement and collaboration.
• Leading by example, showcasing commitment to the
company's vision, values, and objectives.

I will facilitate group interaction by:

• Creating a supportive and inclusive environment where
all stakeholders feel valued and heard.
• Utilizing effective communication techniques such as
active listening, summarizing key points, and asking
relevant questions to stimulate discussion.
• Encouraging brainstorming and mind mapping to
explore innovative solutions to business challenges.
• Managing group dynamics and resolve conflicts
constructively to maintain focus and gain collaboration
within the team.

I will influence the direction of outcomes by:

• Presenting compelling arguments supported by data
and insights to influence stakeholders' perspectives and
decisions.
 • Utilizing persuasive communication techniques to
articulate the benefits and implications of proposed
strategies or initiatives.
• Fostering consensus-building by finding common
ground and addressing concerns raised by stakeholders.
• Emphasizing the alignment of proposed outcomes with
the company's vision, mission, and long-term objectives
to garner support and commitment.

I will present information/seek advice by:

• Preparing concise and visually engaging presentation
materials to communicate key information effectively.
• Tailoring messaging to resonate with the interests and
priorities of different stakeholders, highlighting relevant
insights and implications.
• Seeking input and feedback from stakeholders on
proposed strategies, initiatives, and performance targets.
• Demonstrating humility and openness to alternative
perspectives, actively soliciting advice and incorporating
constructive feedback into decision-making processes.

Schedule meeting Please find the attached file for the Meeting Calendar and
Insert a screen shot showing Meeting Invite at the end of this section.
the meeting in your calendar.
Insert a screen shot showing
that the meeting 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.
Performance and productivity targets.

Summarise the agreed Agreed key result areas:

performance objectives and
measures for your Business
Plan.
 Improving staff retention- by initiating staff
What are the agreed key result trainings to provide the customers with a
areas (at least three)?
professional and friendly services
What are the agreed
productivity and performance
 Customer base/ Target Market (e.g., number and
targets (include at least one diversity) -by offering professional and courteous
financial indicator such as services to enhance revenue and to receive
revenue)? positive feedback from current customer that
might attract more potential customers as well.
 Services that will be offered (quality and quantity)
-by implementing additional cleaning services
such as carpet cleaning. best practice in cleaning
operations,
 The environmental impact of Ozhouse Clean on
both internally and externally – investing on new
environmental-friendly cleaning products to meet
or exceed the expectations of customers while
maintaining sustainable practices.

Agreed productivity and performance targets:

 To maintain the high standards and meet the
productivity and performance target of Ozhouse
clean employees
  Additional staff hire with at least one full time
cleaner and marketing assistant employee
appointed within 2 months.
 100% customer satisfaction and 20% increase in
customer base.
 Implementation of a new marketing strategies by
providing carpet cleaning services and offer
environment friendly products to meet the
demands and requirements of the clients.
Financial indicators:
Achieve a return of investment (ROI) of at least 15% on
marketing expenditures and improve profit margin by
10% through pricing optimization and providing
additional services.

Business Plan.

Business Plan for:

OzHouse Clean

Duration of Plan

2024 – 2025
Business Description
Describe the business and the environment it operates in. What are the current products, services
and/or programs offered by the business? What are the strengths, weaknesses, opportunities and
threats for your business?

The name of the business is Ozhouse Clean.

It is a family-owned business that is based and targeted customers in greater
Melbourne region.

The business offers professional, residential cleaning services, including regular

home cleans, as well as spring cleans with greater emphasis on professionalism,
trustworthiness, and immaculate cleaning services.

Strengths, weaknesses, opportunities and threats of the business:

Strengths:
 Focuses on the customer satisfaction and quality of their services.
 Competitive pricing, and high cleaning standards.
 Loyal customers that helps through word-of-mouth publicity.
 Desire for total customer satisfaction and increased profit
 A new, innovative product or service location of the business

Weakness:

 Operational plan is limited.

 Small range of services offered
 The need for skilled marketing officer
 High turnover of casual staff and little loyalty to the company.
 Lack of marketing expertise

Opportunities:
 Increased product range to include carpet cleaning
 COVID-safe cleaning requirements
 Expand geographic location of client base
 Developing different ways of marketing, especially to attract commercial
customers such as the Internet
 Mergers, joints ventures or strategic alliances

Threats:
  The information plan is limited for just a year
 Continued COVID-19 pandemic
 A new competitor in the home market
 Price wars with competitors
 A competitor has a new, innovative product or service
 Competitors have superior access to channels of distribution
 Taxation is introduced on the product or service

Products, services and/or initiatives

Which key aspects of the business does this Business Plan focus on?
Describe the desired products, services and/or initiatives that will support the key
aspects.
Key aspects of business to focus on in the Business Plan:
 Improving staff retention
 Customer base/ Target Market (e.g., number and diversity) -
 Services that will be offered (quality and quantity)
 The environmental impact of Ozhouse Clean on both internally and externally

Desired products, services and/or initiatives that will support key aspects:

 Improving staff retention- by initiating staff trainings to support for professional

growth and to provide the customers with a professional and friendly services
 To increase customer base/ Target Market- by offering professional and
courteous services to enhance revenue, promoting excellence and innovation
in all our business practices, and to receive positive feedback from current
customer that might attract more potential customers as well.
 Offered services -by implementing additional cleaning services such as carpet
cleaning.
 The environmental impact of Ozhouse Clean – investing on new
environmental-friendly cleaning products to meet or exceed the expectations
of customers while maintaining sustainable practices.

Productivity and performance objectives and measures

What are the performance and productivity targets (including financial indicators) to address the key
aspects?
How will the targets be monitored and measured (i.e., what is the performance measurement system
for the target)?

Product/Service/Initiative Target Measurement system

Employee additional staff  one full time cleaner  Customer service and rating
 appoint Marketing Assistant  Marketing assistants complete all
the tasks

Customer satisfaction  100% customer satisfaction  5-star online rating and zero
profit customer complaints.
 10% profit achieved in one
year.

Implement new marketing  attract commercial customers  Completed the marketing plan
strategy  let the customer know about
 Generate short-term and long-
the new product
term revenues

Introduce carpet cleaning  Equipment’s purchased  First customer provided with

services carpet clean service within 4
 Staff training within 3 months
months
 News services advertised on
 Carpet clean services added on
website and social media within
website and social media so that
the time frame of 3 months
customers be aware about the new
services

Offers environment  Identify and contact new  Successfully contact the supplier
friendly cleaning products supplier to provide the eco- and get the quote within 3 days
cleaning supply for the new (after contacting the supplier)
eco-cleaning service
 Work under budget
 Customer will be advice with
 20 commercial customers
the new profile implemented
offered free cleaning within 3
within 3 moths
months.

Resource requirements
What financial resources are required for the Business Plan to be implemented?
What physical resources are required for the Business Plan to be implemented?
Which human resources are required for the Business Plan to be implemented (including at least one
skilled labour requirement)

Financial resources:
• Initial investment for marketing initiatives (website development, digital advertising,
etc.): estimated cost: $10,000
 • Operational expenses for service expansion (Carpet cleaning equipment purchase,
eco-friendly products supplies, etc.): estimated cost: $20, 000
• Hiring full-time Marketing Analysts estimated cost: $40,000 per year.
• Reserve fund for unforeseen expenses and cash flow management estimated cost:
$5,000

Physical Resources:
• Cleaning equipment and supplies (vacuum cleaners, mops, eco-friendly cleaning
products, etc.)

Human resources:
• Operations Manager
• Administration Manager
• Skilled labor- Marketing Analysts/ Customer Service Representative
• Part-time and casual employee (cleaner)

Regulatory requirements
What are the regulatory requirements for the Business Plan and its related operations?

The permits that will be needed for the regulatory requirements for the Business Plan and its related
operations include:

 Business License: Obtain necessary permits and licenses to operate a cleaning services business in
the target area which includes the new eco-cleaning service.
 Insurance: Secure public liability insurance to protect against potential accidents or damages during
cleaning operations.
 Compliance with Health and Safety Regulations: Ensure adherence to health and safety standards
in cleaning practices and workplace environments. It includes WHS, Manual handling, and Hazard
Risk training.
 Employment contract and agreement/ Fair work Standards
 Supplier Agreement
 Certification to use the eco-cleaning products: which is important as the company wanted to start
selling eco-cleaning service

Marketing strategy
What marketing strategy will you follow to achieve your Business Plan?

The potential marketing strategy that could be considered include:

 1. Digital Presence Enhancement:
• Develop the existing marketing website, showcasing services, customer reviews, and
ecofriendly practices.
• Utilize social media platforms (Facebook, Instagram, etc.) to engage with potential customers
and share cleaning tips and promotions.
• Send out regular newsletters or email campaigns with cleaning tips, special offers, and
company updates to maintain customer engagement.

2. Targeted Advertising Campaigns:

• Launch digital advertising campaigns targeting local residents and businesses through Google
Ads, Facebook Ads, etc.
• Offer promotional discounts or special packages to attract new customers and encourage
repeat business.

3. Referral Program:
• Offer incentives such as discounts or free cleaning services for the successful referrals made
by the existing customers.

Implement the Business Plan.

Q26
Communicate the
Business Plan
Insert a screen shot of
your draft email to
relevant stakeholders.

Please find the attached file for the draft email to relevant stakeholders.
Q27 The following are our identified skilled labors:
Confirm that skilled • Muhammed Mehil – He has been promoted to our new
labour is available to
Marketing Assistant. He had 4 years of marketing experience
implement the plan
back in his country and is a perfect fit for the Marketing
How have you
Assistant Position.
confirmed that skilled
labour is available? • Brad Forrest -He has been promoted to permanent
Attach proof of your employee (Cleaner Team Leader). He will be a great asset to
confirmation (e.g., the company as he has recently completed a COVID-safe
highlighted work cleaning course online.
schedule and staff list).
Both skilled labourers will be available upon implementing the
Business Plan.
To confirm that skilled labor is available to implement the
Business Plan for Ozhouse Clean, I have taken the following
steps:
 Review of Existing Staff Skills and Experience:
Reviewing of the current staff list was took place and
had identified the individuals with relevant skills and
experience in cleaning, operations management,
marketing, and customer service.
By assessing their skills and expertise we have
ensured that we have a strong foundation of skilled
labor to support the implementation of the Business
Plan.
 Assessment of Training and Development Needs:
The training and development needs of our staff has
been assessed and had been checked for any gaps in
skills or knowledge. Through targeted training
programs, our team members will be adequately
prepared to execute the initiatives outlined in the
Business Plan.
 Documentation of Confirmation Process:
I have documented the confirmation process, including
highlights of staff skills, training initiatives, recruitment
efforts, and stakeholder communications. This
documentation serves as proof of our assessment and
confirmation of skilled labor availability, providing
transparency and accountability in our decision-making
 process.

Please find attached file for the Staff List and Work
Schedule.
Notes-
If you are using the case study business, you are required to view the staff list.
Highlight the available skilled labor.
Make sure you have answered all questions in Section 2. Submit to your assessor for
review.
You are also required to attach certain documents as part of your evidence – review
the documents you need to attach as outlined in Section 2 of the Project Portfolio and
make sure you attach these when you submit this section.
The results will depend on the contents of each student’s individual and unique
Business Plan. Base the data you provide on their performance targets and
measurement systems outlined in their Business Plan (students will be required to test
their measurement systems and refine them).
Include the time frame that has passed data indicating at least one variance required to
their Business Plan data that shows the underperformance of one staff member data
related to legislative compliance data indicating strengths and weaknesses of the
Business Plan.

Draft an email to relevant stakeholders to communicate the business plan to them. In

your email, summarise the contents of the business plan.
Confirm that skilled labor is available to implement the plan How have you confirmed
that skilled labor 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) ☒

Section 3: Implementing and monitoring a Business Plan

Report on key aspects of business for

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.
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.
Start working on Section 3 of your Project Portfolio. Steps to form part of Section 3.
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 the variance to all relevant people promptly, indicating what your response to
the situation is. If you are using the case study, your cleaning staff were exposed to
COVID-19 while attending an informal work function at a nearby restaurant. Draft three
emails showing a prompt response to the situation. The first email should be to all
customers to explain the situation, apologize for the inconvenience and offer a goodwill
gesture (such as a discount or a free carpet cleaning). The second email should be to
the Directors to explain the situation and outline your communication strategy. The third
email should be to the cleaning staff to empathize and help if required.

Report the variance to all Mail to the customers:

relevant people promptly
Dear customers our staff members have been exposed to COVID-
Insert a screen shot of how you 19 and are in self isolation at home for the next 14 days. This have
reported the variance to all a significant impact on the services we are able to offer over the
relevant people (or attach as next two weeks. As your health and well-being is important to us,
proof to this section of your we are unable to clean your home during this period and be
portfolio). apologize for the inconvenience and distress it may cause. We
would like to offer you a free carpet cleaning and a gesture of good
will. Our thoughts and support are witheveryone who is been
affected specially our staff. Thank you for your understanding.
Simran Saini- Operation manager
Mail to the director of company:
Dear director I have just been informed by the health authorities
that all our cleaning staff were exposed to COVID-19 at a recently
informal gathering at a local restaurant. They all are required to be
self-isolated for 2 weeks and are not able to work. I have already
emailed customers offering a gesture of good will and we will be
contacting the staff members shortly. This has a significant impact
on our business, and we should plan for such events in advance in
future. Kind regards Simran Saini- Operation manger
To the staff members:
Dear staff members we have been just informed of your exposer
to COVID 19 and are aware that you are required to be selfisolate
for 2 weeks. We realise that this will have a significant impact on
you and your families. We are willing to offer support as you need.
Please do not hesitate to reach out us for any kind of help you or
your family need. In the meantime, we are preparing a care pack
for you which will be deliver to your homes within the next few
days. Thank you for your dedicated service and commitment to our
business. We wish you well and hope to see you soon. Thanks,
 and regards Simran Saini- Operation manager

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

Oz house clean

November 2024

Summary of business performance

What are the business results?

The business has shown steady growth in revenue and customer base over the past
period. Stakeholders have successfully implemented new operational processes and
expanded service offerings, contributing to improved performance metrics.
• Revenue for the financial year 2024 had increased and made a financial profit of
10%
• Due to successful marketing strategies target market had increased and with new
customers looking for an environmentally friendly cleaner
• Carpet cleaning has commenced with one carpet cleaning booked per month
• Business has received positive reviews online and also continually gained word-of-
mouth referrals.
Evaluation of results
How have key aspects performed against the performance and productivity objectives?
 Profit margin of 10% has been achieved, which is $40,000 profits from $400,000 revenue.
 There were originally 70 customers which has been increased to 84 by 20% from the original
number.
 Carpet cleaning services have commenced, and environmentally friendly products are offered to the
customers.
 Commercial customers has not been reached as planed and although business had received
positive reviews online and also continually gained word of mouth referrals, not all customers are
satisfied we still have 2 negative online reviews.

Performance indicators
Are the financial indicators realistic and achievable?
Are other performance indicators realistic and achievable?
What changes do you suggest (at least one)?
Yes, the financial indicators were realistic and achievable as we have successfully gained our profit
target of 10%. The number of our customer have increased to 20%. Regarding the company’s
performance, our customer satisfaction target has quite failed as there are 2 negative online reviews
received therefore the 100% satisfaction rate hasn’t been achieved.
One change suggested is to invest more in digital marketing initiatives to increase brand visibility and
attract more customers. This can include targeted advertising campaigns, and social media
engagement to reach a wider audience. Referral awards should also be emphasized.

Legislative compliance
How have legislative and regulatory requirement been adhered to?
 The administration manager Sarah has renewed and paid her public liability insurance policy.
 The company have conducted trainings on how to properly use our newly purchased industrial
carpet cleaning machine and equipment. Training also include demonstration of how to safely lift and
use the heavy objects according to the workplace health and safety requirements.
 During the COVID-19 exposure of staffs, the company had mandated 14 days self-isolation and had
disseminated the issue to all the staff, stakeholders and customers.

Underperformance
Are any staff members underperforming?
Which areas do they need to improve in?
There are no identified significant issues regarding underperformance among staff members at this
time.
However, ongoing monitoring and performance reviews will still be essential to address any potential
areas of concern within the business and employees. Continuous improvement through training
should also be further implemented. Measures on Infection Control could also be elaborated and
practiced to avoid cross-contamination if further events of COVID-19 will happen again.

Strengths and weaknesses of the Business Plan

 Identify any strengths and weaknesses of your Business Plan.
Strengths
• Positive employee support which enhances their knowledge and skills.
• The company has excellent resources to implement the business plan and clearly
defines the objectives and targets aligned with business goals.
• Comprehensive marketing strategies were implemented to drive customer acquisition
and retention.

Weakness
• There’s no budget projection for the business plan, as the business plan is only
roughly estimated
• Small profit percentage

Variations
Summarise any variations required to the Business Plan (at least one).
Variations required to the Business Plan are:

-Identify the budget allocation per annual to exactly calculate the revenue and profit of the business.
-Elaboration and implementation of Infection Control Measures to avoid reoccurrence of cross-
contamination.
-Investment in digital marketing to increase brand recognition and attract more customers.

Review Processes
Establish ongoing review processes for the Business Plans.
Establishing ongoing review processes for the Business Plan will be vital for the success of our
business in the market. Ozhouse will be working out a review process for the Business Plans every
6months.

Key aspects of the review will include but are not limited to:
• Customer feedback and satisfaction survey.
• Reassessment of business objectives and strategies.
• Staff performance and engagement survey.
• Review for any change in market dynamics and emerging business opportunities.

Updated Business Plan to address variances and refine performance indicators.

Business Plan for:
Ozhouse Clean

Duration of Plan:
2025 – 2026

Business Description:
Describe the business and the environment it operates in. What are the current products, services
and/or programs offered by the business? What are the strengths, weaknesses, opportunities, and
threats for your business?

The name of the business is Ozhouse Clean.

It is a family-owned business that is based and targets customers in the greater

Melbourne region.

The business offers professional, residential cleaning services, including regular

home cleans, as well as spring cleans with greater emphasis on professionalism,
trustworthiness, and immaculate cleaning services.

Currently, we are offering Carpet Cleaning Services. We are also using

environmentally- friendly products which will reduce chemical hazards and are much
safer to use for our employees as well.
Strengths, weaknesses, opportunities and threats of the business:

Strengths:
 Focuses on the customer satisfaction and quality of their services.
 Competitive pricing, and high cleaning standards.
 Loyal customers that helps through word-of-mouth publicity.
 Desire for total customer satisfaction and increased profit

Weakness:

 Operational plan is limited.

 Small range of services offered

Opportunities:
 Expand geographic location of client base
 Developing different ways of marketing, especially to attract commercial
 customers such as the Internet
 Mergers, joints ventures or strategic alliances

Threats:
 Continued COVID-19 pandemic
 A new competitor in the home market
 Price wars with competitors
 A competitor has a new, innovative product or service
 Competitors have superior access to channels of distribution

Products, services and/or initiatives

Which key aspects of the business does this Business Plan focus on?
Key aspects of the business to focus on in the Business Plan:

• Customer feedback and satisfaction survey.

• Identify the budget allocation per annual
• Elaboration and implementation of Infection Control Measures
• Staff performance and engagement survey.
• Investment in digital marketing

Desired products, services, and/or initiatives that will support key aspects:

• Customer feedback and satisfaction survey- optimising Cleaning Services Customer Feedback
System.
• Identify the budget allocation per annual- Generate financial assessment and identify annual
budget and cost for additional service needed to enhance the business.
• Elaboration and implementation of Infection Control Measures- investing to a Carpet vacuum
with High-efficiency Particulate Air (HEPA) filter, for those customers that required COVID-19
cleaning agents.
• Staff performance and engagement survey- quarterly appraisal will be conducted to evaluate
staff performance.
• Investment in digital marketing- Investment in Company website production such as; Google my
business and Search Engine Optimization (SEO) to increase online visibility.

Productivity and performance objectives and measures

What are the performance and productivity targets (including financial indicators) to address the key
aspects?
How will the targets be monitored and measured (i.e., what is the performance measurement system
for the target)?

Product/Service/Initiative Target Measurement system

Employ additional staff • one full time cleaner • Customer service and rating
• appoint Marketing Assistant • Marketing assistants complete all
the tasks

Customer satisfaction and • 100% customer satisfaction

profit
• 10% profit achieved in one • 5-star online rating and zero
year. customer complaints.

Implement new marketing • attract commercial customers • Completed the marketing plan
strategy
• let the customer know about • Generate short-term and long-
the new product term revenues

Offer environmentally • Equipment’s purchased • First customer provided with

friendly cleaning products carpet clean service within 4
• Staff training within 3 months
months
• News services advertised on
• Carpet clean services added on
website and social media within
website and social media so that
the time frame of 3 months
customers be aware about the new
services

Offer environmentally • Identify and contact new • Successfully contact the supplier
friendly cleaning products supplier to provide the eco- and get the quote within 3 days
cleaning supply for the new (after contacting the supplier)
eco-cleaning service
• Work under budget
• Customer will be advice with
• 20 commercial customers offered
the new profile implemented
free cleaning within 3 months.
within 3 moths

Resource requirements
What financial resources are required for the Business Plan to be implemented?
What physical resources are required for the Business Plan to be implemented?
Which human resources are required for the Business Plan to be implemented (including at least one
skilled labour requirement)?

Regulatory requirements
What are the regulatory requirements for the Business Plan and its related operations?
 Marketing strategy
What marketing strategy will you follow to achieve your Business Plan?

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.

Checklist for [Performance measurement system] Yes No

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).
OzHouse Clean Marketing Assistant Job Description
Duties:
 coordinates multiple channels of marketing strategies
 solves problems for customers by developing innovative and tailored sales
solutions
 directs social media strategies
 evaluates performances of marketing campaigns
 analyses customer feedback from social media platforms
 builds and maintains client relations
 possesses knowledge of business product offering and value proposition.
Skills-
 creative
 analytical
 interpersonal skills
KPIs
 Social Media Engagement: It measures how engaged the customers are in
social media. It will help the business identify the impact of social media
advertisement to Ozhouse Clean.
 Revenue: This is the most important KPI for the business. The revenue will
help the Marketing Assistant to measure the business income and profit.

Address underperformance.

Coach underperforming staff

Unless already viewed in person Subject: Coaching Session to Improve Performance
by your assessor, attach proof
of a coaching session to this Dear Employee,
section of your Portfolio. I hope this email finds you well. I wanted to take this
opportunity to discuss your recent performance and offer
support to help you succeed in your role at Company.
During our recent performance review, we identified some
areas where improvement is needed to meet our business
objectives. I want to assure you that this is a common part of
professional growth, and I am here to support you every step
of the way.
To address these concerns and help you reach your full
potential, I would like to schedule a coaching session with
you.
During this session, we will:
 Review your current responsibilities and performance
expectations. Identify any challenges or obstacles
you may be facing in your role.
 Discuss strategies and solutions to overcome these
challenges and improve performance.
 Set actionable goals and establish a plan for ongoing
support and development over a 3 months period.

Please let me know your availability for a meeting this week

so that we can schedule a time to meet. Your input and
participation in this process are essential, and I want to
ensure that we work together to achieve success.
Please do remember that my goal as your manager is to
support you in reaching your full potential and to help you
succeed in your role. I am confident that with the right
support and guidance, you can overcome any challenges
and excel in your responsibilities.
Your dedication and commitment to our team is deeply
appreciated. I look forward to our discussion and working
together to address any concerns you may have.

Best regards,
Sharon(Amanda)
Operations Manager

Subject: Update for Coaching Session to Improve

Performance
Dear Employee,
I hope this email finds you in god spirit. I would like to thank
you for taking time to meet with me and conduct a coaching
session for you performance improvement.
For further improvement, I have set a time for our next
coaching session. Please let me know your availability for
the following date and time:
Date: November 20, 2024
Time: 09:00am-11:30am
Your dedication and commitment to our team is deeply
 appreciated. I look forward to our discussion and working
together to address any concerns you may have.

Best regards,
Sharon(Amanda)
Operations Manager

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)