Supannee Homsombat Bsbmgt617 Ass 1. 1456mg0816
Supannee Homsombat Bsbmgt617 Ass 1. 1456mg0816
1456mg0816
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4) Outline three areas that the initial business planning process may address.
Ans.
1 Perception of Opportunities:
Perception of opportunities is not strictly a part of the planning process. But this awareness
of
opportunities in the external environment as well as within the organisation is the real
starting point
for planning. It is important to take a preliminary look at possible future opportunities and
see them
2 Documentation of business:
Investors want to make sure that business is going to make them money. Because of this
expectation, investors want to know everything about business. To help with this process,
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We can divide SWOT analysis into two parts: the internal environment where strengths and
weaknesses are identified, and the analysis of the external environment, where threats and
opportunities are determined.
Strengths and weakness of the plan
Strengths:
Weakness:
- Can’t received much project due to short manpower
- High cost on hiring lawyers to conduct new diligence towards new major clients and set
up the contract and payment terms.
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information about products, processes and services that are produced in a business. Hence,
implementing performance measures is a great way to understand and manage and improve
what a business organization does.
Understanding what customers expect from us will provide ground to satisfy their
expectations by giving them enjoyable service. Making an effort to discover what customers
expect from us in terms of service and products is the way to satisfying their needs.
● Pinpoint specifics
Whether a customer is satisfied or not, we need to collect information to help us assess the
situation. Collect information about what customers purchased, what they liked and they did
not like, their actual purchase expectation and their suggestions for improvement.
● Loyalty measurement
Traditionally, companies have judged their health by how much money they make. Financial
measures are definitely important, but they only give us part of the picture. They focus on the
short-term, and we’re trying to build an organization to stand the test of time. The name
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“balanced scorecard” comes from the idea of looking at strategic measures in addition to
traditional financial measures to get a more “balanced” view of performance.
PAST B.
Required
• Access to textbooks/other learning materials
• Computer with Microsoft Office and internet access
• Access to sample strategic/business plans:
http://www.bplans.com/sample_business_plans.php
• Business Plan Template
• Operational Plan
• Employment Agreement Template
• Induction Checklist
• Space for a meeting
• Roleplay participant (your assessor)
Submit
• Notes of the areas that you will discuss at the meeting (question 1)
Business Vision Ozhouse are constantly working to establish ourselves as the most
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to be industry leaders.
Business Objectives
and Goals During the upcoming year we have a range of objectives which focus
on building our brand recognition for providing customers with a
professional and friendly service and to increasing sales.
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Financial Targets Ozhouse key objectives which are fundamental to our business in
delivering world-class cleaning and customer service, are as follows:
Operational Plan Ozhouse Clean employs 15 cleaners, all of whom are part-time
contract staff working between 10 – 15 hours a week. The company
currently has approximately 70 regular clients, based around
Melbourne's inner city. These clients require regular home cleaning,
either weekly or fortnightly for hours ranging from 3 – 6 hours. A
standard hourly rate of $40 per hour is charged. Staff receive an
hourly rate of $25 per hour with the cost of the products provided to
staff for cleaning, including equipment and ongoing supplies, works
out to be approximately $2 per hour on top. The company is also
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Dear ………………….,
I would like to invite you to a meeting to discuss about the company performance and
solve the issued that has been happened.
The meeting will take place on Room 501 Level 5, starting at 12.00 pm and will be
finishing at 12.30 pm. It will be held at Sydney CBD campus, on George street, Sydney
CBD.. Please can you confirm whether you will be able to attend the meeting by email
address or phone call as per contact attachment.
As per the customers unsatisfied about our service such as overlook to cleaning the
surface of mirror in the bathroom, do not empty the bin in the garage and mixed up the
trash. Which may issue to the person who come to collecting in the next day.
we are acknowledged about this situation and found that our new employee did not
attended to the WHS course, and missed out the induction. Which is crucial before start
working with us.
We are implement the WHS forms before starting every shift and end of the shift to
improving and avoid the issues. Associates are encouraging to filling the working check
list forms and send to the supervisor before leaving the duty.
This issue are the main factors that decreased guest expectation and service which
customers will be expended via WOM, and drop a line in social media. its will destroy the
company awareness as well.
I have enclosed 2 additional documents which provided some background information on
company performance and issues. An any suggestion is more than welcome to discussion.
Kind regards,
Supannee
Tel:0987654321
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*
Another file attached
Kind regards,
Supannnee
Tel:0987654321
Operation Manager, OZHouse Cleaning
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Your assessor will be looking to see that you can effectively coach and train someone by
demonstrating, assisting and guiding.
* Send your survey to customers via email (your assessor) (E- mail 2.)
Dear ,……,
I wrote this email is to inform that I have attached the customer survey to you. The purpose
of this customer satisfaction surveys can become imperative tools for improving our business
and ensuring our customers are happy and loyal. As to improve our best service I will
provided this to customer every month by our website online and company email.
I look forward to hearing from you if you have any suggestion. Any questions please feel free
to contact me.
Regards,
Supannee
Operation Manager (Oz house Cleaning service)
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Customers who said they would use Oz house Clean Services again are:
42 totally satisfied, 6 somewhat satisfied, 1 dissatisfied and 0 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that would use
services again is 72%.
Customers who said they would recommend Oz house Clean to others:
38 totally satisfied, 8 somewhat satisfied, 3 dissatisfied and 0 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that they
would recommend the company to others is 63%.
Other comments made in response to question inviting customer suggestions:
Cleaning staff great, but phone service a bit average
Customer service staff could do with a bit more knowledge about products sold by the
company, good on services knowledge but not on products
Optional extras such as ironing would be great as an add on service
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Use online communities for your benefit: You can get really good insight through online
communities and forums. Your customers will Google you, so why don’t you also? It is
important to listen to customers’ conversations in social media to gain a better understanding
of customers’ behaviors, needs, and preferences.
Find passion internally: You should search your organization internally for customer
champions rather than only relying on outside experts. The best data and the insights that you
need to carry out customer experience activities are right within your own organization. You
should appoint a customer experience leader and designate her/him to form and lead a
centralized customer experience team.
Leverage analytics and reporting tools: Too many organizations have gathered a lot of
information in their CRM systems without using them properly. A quick way to gain a strong
lead in customer experience is to use analytics and reporting tools to look at this information.
For example, Best Buy used a reporting tool early on in the economic downturn to understand
why more customers were applying for financing for their purchases, but there also was a
drop in purchases costing more than 1,000 USD.
Here are some reflective questions you can use to think about how you could create better
customer experience:
Do you connect with your customers in a genuine, meaningful way?
Do you rule or processes that you should get rid of?
Do you evaluate your customer experience periodically?
Do you have some little extra things in your services or products that customer
appreciate?
Are people in your organization passionate to promote your organization online?
Are you reusing the good customer experiences that your customers share?
Do you use your CRM and customer data efficiently?
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DearDavid,
We are all really excited to welcome you to our team! As agreed, your start date is next
Monday. We expect you to be in our offices by 09.00am and our dress code is business
casual.
If necessary, remind your employee that they need to bring their ID/ paperwork.
At OZ House clean, we care about giving our employees everything they need to perform
their best. As you will soon see, we have prepared your workstation with all necessary
equipment. Our team will help you setup your computer, software and online accounts on
your first day. [Plus, if applicable, mention any extra things you’ve prepared for your new
hire, like a parking spot, a coffee mug with their name or a company t-shirt.]
We’ve planned your first days to help you settle in properly. You can find more details in the
enclosed agenda. As you will see, you’ll have plenty of time to read and complete your
employment paperwork (HR will be there to help you during this process!) You will also meet
with your hiring manager to discuss your first steps. For your first week, we have also
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planned a few training sessions to give you a better understanding of our company and
operations.
Our team is excited to meet you and look forward to introducing themselves to you during
planned event.
If you have any questions prior to your arrival, please feel free to email or call me and I’ll be
more than happy to help you.
We are looking forward to working with you and seeing you achieve great things!
Best regards,
Supannee
Operation Manager (Oz house Cleaning service)
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