Ozhouse Clean – Case Study

Ozhouse Clean is based in Melbourne and offers professional, residential cleaning services,
including regular home cleans, as well as spring cleans. The company was established in 2005 and
is a family business established by James and Nancy Anderson.
James and Nancy are the Directors of the company and finance any business expansion
themselves. Their daughters, Amanda and Sarah, are also Directors and manage the business for
their parents who are not involved operationally. Amanda is the Operations Manager and Sarah is
the Administration Manager.
The target customers are people in the greater Melbourne region who want a professional,
trustworthy and immaculate cleaning service.

Additional Information required to complete Section 1 of the Project Portfolio

The company currently has approximately 70 regular and loyal clients, based around Melbourne
inner city. These clients require regular home cleaning, either weekly or once every two weeks for
4 to 6 hours. A standard hourly rate of $40 is charged.
The company employs 15 cleaners, all of whom are part-time contract staff working between 10
and 15 hours a week. Staff receive an hourly rate of $25 per hour.
Currently, marketing is via a basic website, but a large proportion of the company’s work comes
through word of mouth from existing customers.
All ongoing cleaning supplies are currently purchased from Total Cleaning Supplies in Melbourne.
However, this company does not currently offer environmentally friendly products.
The company sees its point of difference from competitors as being a small family business, with a
focus on quality and happy and contented staff and customers. The management team
understands this point of difference may need to change as the business grows and clear plans are
necessary.

Additional Information required to complete Section 2 of the Project Portfolio

While it has developed an Operational Plan, the information in the plan is limited and is for the
upcoming year only. As Operations Manager, Amanda has been asked by her father to write a
Business Plan for OzHouse Clean for the next three years. It is now 20XX and the Business Plan
should be for [20XX – 20XX].
At a recent meeting, the Directors decided to focus on Ozhouse Clean’s staff retention, its
customer base (e.g., number and diversity), the services offered (quality and quantity) and the
environmental impact of Ozhouse Clean (both internally and externally).

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 Other factors discussed at the meeting include:
• the need for additional administrative staff (although Amanda manages marketing, she is not
skilled in this area and a skilled marketing officer may be needed)

• the possibility of employing a few full-time, permanent cleaning staff (partly because there is a
high turnover of casual staff and little loyalty to the company)

• different ways of marketing, especially to attract commercial customers

• a desire for total customer satisfaction and increased profit

• a reminder to Sarah to review, renew and pay the existing public liability insurance policy.
Sales revenue for the company for the financial year [20XX/20XX] was $300,000, making a 5%
profit.
The Administrative Manager (Sarah) has provided the following staffing report:

OzHouse Clean Staffing Report 20XX

The aim of this report is to outline the current and potential staff and their responsibilities of
OzHouse Clean.

Directors:
James Anderson –Owner and Financier
Nancy Anderson –Owner and Financier
Sarah Andersen – Administration Manager
Amanda Andersen – Operations Manager

Cleaning staff:

Name Current work Desired work situation

situation

Alisha White 10 hours per week Alisha is completing tertiary studies and is only
casual available on a casual basis 10 hours per week.

Emma 12 hours per week Emma is not available for permanent employment
Norrington casual but would like to work 15 hours a week.

Brad Forrest 15 hours per week Brad would like a stable income and job security as
casual he supports his elderly parents. He is available to
work 38 hours a week. He has recently completed a
COVID-safe cleaning course online.

Jett Lee 15 hours per week Jett would like to be employed as a permanent/part
casual time employee. Available 20 hours per week.

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 Jackie Aly 14 hours per week Jackie requires a flexible schedule. She is already
casual employed permanent parttime as a shift worker at a
Bakery and cannot work more than 15 hours per
week. She is open to permanent parttime
employment.

Yarran Yiel 10 hours per week Yarran has recently started his own business and
casual does not want permanent employment. He does not
know whether he will continue with casual cleaning.
It depends on the success of his business venture.

Jacinta Kahn 10 hours per week Jacinta is completing grade 12 and not available for
casual permanent employment.

Matt Black 11 hours per week Matt would like to work more hours. He is interested
casual in permanent employment but would like
development opportunities and a clear path for
promotion.

Muhammed 13 hours per week Muhammed has recently arrived in Australia and is
Mehil casual hoping to find permanent employment soon. The
cleaning job is only temporary. He has 4 years of
marketing experience as a marketing assistant and
would like to work in a similar role.

Jan Merwe 11 hours per week Jan is not available for permanent employment and
casual would like to work 8 hours a week.

Thula Mbawe 14 hours per week Thula Mbawe is a professional athlete and requires
casual a flexible schedule. She is unable to commit to
permanent employment.

Emma Tie 14 hours per week Emma is pregnant with her second child. Her young
casual children are her priority, and she has indicated that
she will not work as a cleaner after the birth.

Jen Smith 10 hours per week Jen is planning to travel around Australia next year.
casual

Ali Mann 12 hours per week Ali is completing her studies at the end of the year
casual and has secured a permanent job as a Payroll
Officer when she is graduates.

James Drew 15 hours per week James also works at a fast-food outlet and is not
casual available for permanent employment.

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 In preparation for appointing a marketing assistant, Sarah developed the following job description:

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

Additional information to complete Section 3 of the Project Portfolio

Three months after the Business Plan was implemented, your cleaning staff were exposed to
COVID-19 while attending an informal work function at a nearby restaurant. You are all required to
self-isolate for 14 days.
After one year, the Owners asked the Operations Manager to report on the key aspects of business
and amend the Business Plan accordingly.

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 Ozhouse Clean

Operational Plan FY 20XX/20XX (e.g. FY 2021/2022)

Summary
Ozhouse Clean is based in Melbourne and offers professional, residential cleaning services,
including regular home cleans, as well as spring cleans. The company was established in 2005 and
is a family business established and operated by James and Nancy Anderson.
Our key focus is providing quality services to all our customers. We want our brand to be widely
recognized and associated with qualities.
In our work, we ensure we adhere to our 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 our business practices.

We always operate with integrity.

Objectives
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.
We want to increase our customer base and profit percentage.
We also want to meet or exceed the expectations of customers and to implement best practice in
cleaning operations, including environmentally sustainable practices.

Operational Priorities

Date Priorities

End 20XX Introduce environmentally friendly cleaning services.

Commence end 20XX Establish commercial cleaning service.

January 20XX Identify and implement new marketing strategies to grow

business.

March 20XX Offer carpet cleaning services.

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