BSBOPS601 Task 2 Project Portfolio

PROJECT
PORTFOLIO
STUDENT VERSION
BSBOPS601
DEVELOP AND
IMPLEMENT BUSINESS
PLANS
First published 2021
RTO Works
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BSBOPS601 | Develop and Implement Business Plan | Project Portfolio I V2.0 | May 22
Macquarie Education Group Australia Pty Ltd t/a MEGA Education | RTO Code 91305 | CRICOS Code 02657J 3
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: Purnama Sari Hasibuan
Assessor: Abdul Hye Siddiq
Date: 14 September 2022
Business this assessment is Simulation pack

based on:
Role assumed to complete

this assessment:
Section 1: Planning to develop a Business Plan
Provide an overview of your

business
What is the name of the business? Ozhouse Clean
What are the main products, Offers professional, residential cleaning services, including
services, or programs of the regular home cleans, as well as spring cleans
business?
Describe the legislative and

regulatory requirements relevant to
developing your Business Plan
(include at least one)
What is the legislation/regulatory Legislation, occupational health, and safety (OHS) and
requirements called? company requirements related to employment in cleaning
industry are followed.
How are the legislation/regulatory Required standards of personal presentation and hygiene are
requirements relevant to your demonstrated according to company requirements.
business and Business Plan?
How are the legislation/regulatory Required standards of personal presentation and hygiene are
requirements relevant to you as demonstrated according to company requirements.
you perform your role?
Describe the organisational
requirements relevant to developing
your Business Plan
What is the business’ vision? Providing quality services to all our customers. We want our
brand to be widely recognized and associated with qualities.
What is the business’ mission? To meet or exceed the expectations of customers.
What are the business’ values? a. Valuing and respecting all our customers.
b. Caring for the environment through our environmentally
friendly services.
c. Caring for our staff through a friendly working environment.
d. Promoting excellence and innovation in all our business
practices.
What are the objectives and goals Focus on building our brand recognition for providing customers
of the business? with a professional and friendly service and to increasing sales.
What are the financial targets of Increase our customer base and profit percentage.
your business?
What are the management Functional org structure

arrangements/organisational A functional org structure starts with positions with the highest
structure of your business (use a levels of responsibility at the top and goes down from there.
diagram and/or words to answer)? Primarily, though, employees are organized according to their
specific skills and their corresponding function in the company.
Each separate department is managed independently.
What is your business’ current Marketing is via a basic website, but a large proportion of the
marketing strategies? company’s work comes through word of mouth from existing
customers.
Describe the pricing structure of The company currently has approximately 70 regular and loyal
your business. 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.
What are the requirements outlined
in any pre-existing strategic, The company sees its point of difference from competitors as
business, and/or operational plans? 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.
Are there any other organisational
requirements (such as a template Yes, there are marketing analysis and strategy.
etc.) that you need to consider
when developing your Business
Plan?
Attach proof of the existing As attached

plans/organisational requirements
to this section of your portfolio.
Research the market requirements
for your business’
products/services/programs
(include mathematical information
in your research)
What does the market want? Customers want trustworthy, courteous, and well-trained
employees. Other important aspects of what customers are
looking for, has to do with your cleaning technicians and office
personnel.
What is an acceptable price point? House cleaning cost per hour in Australia can range between
$25 to $60 per hour. Most house cleaning rates sit comfortably
between the $30 to $50 per hour mark.
What are the quality expectations?  A reasonable level of fitness.

 Punctual, reliable and trustworthy.
 Able to manage time effectively.
 Ability to work both alone and in a team.
 Awareness of health and safety procedures.
 Reading skills for following instructions.
 Maths skills for measuring cleaning fluids.
Are there opportunities for different

No, they are not. because we give best quality of cleaning for
quality/price point options?
every client.
What are other market

Homeowners, renters, and landlords.
requirements?
Attach proof of your

research/information sources to
As attached
this section of your portfolio (e.g.,
websites, surveys etc.).
Research information relevant to
the competitors of your business
and Business Plan (include at least
one competitor and include
mathematical information in your
research)
Who are your competitors? Ecowize Melbourne
What are your competitors’ Sustainable business model.
business models/approaches?
What is your competitors’ market Offering commercial cleaning services in Metropolitan

position and brand awareness? Melbourne. Their creative technique allows them to deliver
great cleaning services to our clients at an affordable price.
What are the geographic locations Easy to reach.

of your competitors?
What is the pricing of your $50/hour.

competitor?
What is your competitors’ sales Promoting through website.

channels?
Attach proof of your As attached

this section of your portfolio.
Research other industry-related
information
What are industry trends? Commercial office cleaning firms keep up with changing
cleaning trends to provide their customers with cutting-edge
cleaning services and remain ahead of their rivals.
What are marketing trends? 1. Green cleaning/environmental concerns

2. Technological innovation
3. Digital presence

this section of your portfolio (e.g.,
websites, surveys etc.).
Analyse your business and its
objectives (consider the research
you’ve done on the vision, mission,
values, objectives, goals,
competitors, financial targets,
management arrangements and
marketing approaches)
What are the strengths of your  Caring for the environment through the environmentally
business? friendly service.
 Valuing and respecting eery customer.
What are the weaknesses of your  Need more environmentally sustainable practices.
business?  Marketing system.
Are there any opportunities for  Spread more business via social media through digital
improvement? marketing.
 Get more full-timer worker.
What are the existing or future

 Work organization and conditions.
threats to your business?
 New cleaning tools and equipment
Note: You may use any method of
analysis suitable to the information
you researched in addition to the
questions above.
Propose performance and
productivity targets
What are your proposed:
 key aspects of business to 1. Customer satisfies.
focus on in the Business Plan 2. Powered exoskeletons to improve worker wellbeing.
(at least three)? 3. Sustainability cleaning.
 productivity and performance 1. Quality of service.

targets (including at least one 2. Increase profit
financial indicator such as 3. Staff work performance
revenue) related to the key
aspects?
Attach: Existing plans/organisational requirements ☐
Proof of competitor, market, and industry research ☐
1. Existing plans/organisational requirements
Ozhouse Clean Operational Plan

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
2. Proof of competitor, market, and industry research

a. Competitor
One of the competitors in cleaning industry is Ecowize Company. They overing sustainability
and eco-friendly cleaning with new concept of equipment. Mostly, they offering to offices and
properties. They offer flexible time one-off clean or ongoing service at specific times. And they
available 24/7 to support customer’s need.
Resource : https://www.ecowize.com.au/office-amenties-cleaning.php?
gclid=Cj0KCQjwjvaYBhDlARIsAO8PkE2NyeJ0ym1lLOiwM7WZ8VP9tLaIhbEv23Gz9Ho7wBgy
RNREyBQW6xIaAkL4EALw_wcB
b. Market
This website explained about cleaning trends to look out in 2022 especially in Australia. It
explain that the janitorial and commercial cleaning companies adhere to the evolving cleaning
trends so that they can offer their clients state-of-the-art cleaning services and stay abreast of
their competitors. There are some offer in the cleaning package:
1. Green cleaning. This is a trend that would continue to see a rapid rise given the current
climatic conditions of our planet and people becoming more knowledgeable about eco-
friendly practices.
2. Innovative technologies. The use of technology in a commercial cleaning service program
has proven to improve the efficiency and quality of cleaning tasks.
3. Customized service. Leading commercial cleaning companies are using this aspect as a
benchmark for their brand as clients get great benefits with unique cleaning solutions for
their building facilities.
4. Advanced employee training. trained employees will cater for the new cleaning standards,
clients will be benefitted from effective, top-quality and economical commercial cleaning
services.
Resource: https://www.clean-group.com.au/workplace-cleaning-trends-this-year/
c. Industry research
2022 Commercial Cleaning Industry Trends in Australia
1. Future growth. Cleaning is not a trend — it's a need due to hectic schedules and limited
time. Whether you create your firm or acquire a cleaning franchise, the potential for
development is considerable. Think about developing an effective company plan.
Providing high-quality services is critical to satisfying clients and standing out from the
competitors in this scenario.
2. Cleaning serves a greater purpose. Employees and consumers are becoming increasingly
concerned about how facilities are cleaned. Employees are more curious about the
cleaning chemicals and disinfection methods. In addition, cleaning systems and employee
training are becoming more important to customers.
3. Green cleaning. Sustainability entails more than simply employing environmentally friendly
products when it comes to the cleaning sector. It is also about ecologically beneficial
activities, such as using less water by washing at low temperatures. Cleaning businesses
must also consider reducing waste, such as paper towels. It must be a comprehensive
approach to sustainability.
4. Technological innovations. Because IoT, AR, high-tech cleaning equipment, and work rate
software are cheap and easy for commercial cleaning companies to get, they can use
them in their services and offer their clients better cleaning solutions.
5. Digital presence. Commercial cleaning companies must be prepared to increase their
digital spending. Businesses should invest in improving their digital presence in addition to
ad expenditure. This involves developing a more user-friendly website and increasing
digital customer support. Consider using built-in website chat as well as texting
applications.
6. Advanced employee education. Commercial cleaning firms have begun to educate their
personnel in line with such needs in order to stay up with new technology, improved
equipment, and specialized services. In addition, customer satisfaction is becoming more
important as the cleaning sector becomes more competitive.
Resource: https://www.queenbeecleaning.com.au/blogs/news/2022-commercial-cleaning-
industry-trends-in-australia
Section 2: Developing a Business Plan
Complete the next section before meeting with relevant stakeholders.
Plan to meet with

relevant stakeholders
(at least two) I will meet to the top management and all employee.
Who will you meet
with?
How will you  Reduce project risks.

demonstrate your  Manage your resources more effectively.
ability to:  Facilitate team collaboration.
 Lead others  Gain buy-in.
 Meet timelines.
 Build trust and better relationships with stakeholders and communities.
 Create an inclusive environment.

 Keep discussions constructive and positive.
 Encouraging participants.
 Facilitate group
 Identify business outcomes upfront to control project scope.
interaction
 Track project progress against business outcomes in order to achieve
them.
 Build momentum among end users to drive adoption.
 Influence the
 Review crucial business information.
direction of the
 Research business competitors.
outcomes
 Network with potential stakeholders and investors.
 Create a slide presentation of your business plan.
 Practice your business plan presentation.
 Present  Focus on main points.
information/seek  Use common language.
advice?
Schedule meeting
Insert a screen shot
showing 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

performance objectives and
measures for your Business
Plan.
What are the agreed key result  Increase customer satisfaction with green service.
areas (at least three)?  Improve with training.
 Offering sustainability service.
What are the agreed  Quality of service.

productivity and performance  Increase profit
targets (include at least one
 Staff work performance
financial indicator such as
revenue)?
Business Plan.
Business Plan for:

Ozhouse Clean
Duration of Plan
September 2022 – December 2022
Business Description
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.
Products, services and/or initiatives
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.
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
Green cleaning Increase customer target  Safety
 Engagement
 Budget factor
Digital marketing Specifically target ads or  Average order value
content to a set of audience to  Engagement
gain more relevant promotion.
Employee training Specific, measurable, Evaluation and feedback

attainable, relevant, and time-
bound
Profit margin Between 5-10% Subtracting the cost of goods sold

(COGS) from its total revenue and
dividing that figure by the total
revenue.
Customer satisfaction Repeat customer Customer satisfaction survey
Resource requirements
What financial resources are required for the Business Plan to be implemented?
Purchasing materials, hiring employees, marketing your business, and developing new products all
rely on having adequate funds for investment and will need careful financial management.
What physical resources are required for the Business Plan to be implemented?
Complete equipment and chemicals.
Which human resources are required for the Business Plan to be implemented (including at least one
skilled labour requirement)?
Forecasting labour demand, analysing present labour supply, and balancing projected labour demand
and supply.
Regulatory requirements
What are the regulatory requirements for the Business Plan and its related operations?
 Establishing and implementing controls at organizations
 Keeping abreast of and assessing how organizations are complying with laws and regulations
 Identifying and remediating areas where organizations are not complying
 Providing ways for organizations to report on their compliance with laws and regulations
Marketing strategy
What marketing strategy will you follow to achieve your Business Plan?
I will use digital marketing strategy and give information about product, price, place, and promotion.
Implement the Business Plan.
Communicate the Business

Plan
Insert a screen shot of
your draft email to relevant
stakeholders.
Confirm that skilled labour

is available to implement
the plan
How have you confirmed  Improve employee skills
that skilled labour is  Provide education and training
available?  Include apprenticeship and traineeships

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) ☐
1. Meeting screenshot already in the table.
2. Using previous business plan.
3. Staff list
Name Work timetable
Alisha White 10hours/week casual
Emma Norrington 12hours/week casual
Brad Forrest 15hours/week casual
Jett Lee 15hours/week casual
Jacky Aly 14hours/week casual
Yarran Yiel 10hours/week casual
Jacinta Kahn 10hours/week casual
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 I report the variance through the email.
relevant people promptly
Insert a screen shot of
how you reported the
variance to all 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
10 September 2022
Summary of business performance

For these 2 weekends, the business able to do more engagement with the customer. We have
increased the profit and all the digital marketing worked well. There are some points for this
achievement:
1. Quality of service
2. Client satisfaction
3. Safety
4. Financial
5. Employee
Evaluation of results
How have key aspects performed against the performance and productivity objectives?
Performance Management Helps to Boost Employee Engagement and Productivity. Engaged
employees stay longer, actively involve themselves in the workplace and produce better results.
Improving levels of employee engagement is key to boosting productivity and maximising ROI.
Performance indicators
Are the financial indicators realistic and achievable?
Yes, it is.
Are other performance indicators realistic and achievable?

Yes, it is.
What changes do you suggest (at least one)?

Routine training and customers engagement
Legislative compliance
How have legislative and regulatory requirement been adhered to?
 Identify applicable regulations. Determine which laws and compliance regulations apply to the
company's industry and operations.
 Determine requirements.
 Document compliance processes.
 Monitor changes, and determine whether they apply.
Underperformance
Are any staff members underperforming?
Only 2 staffs need more training and know about our product knowledge.
Which areas do they need to improve in?

Empower them to build long-term client relationships.
Strengths and weaknesses of the Business Plan
Identify any strengths and weaknesses of your Business Plan.
Strength: high adaptability and ability to scale sustainability
Weaknesses: poor time management skills
Variations
Summarise any variations required to the Business Plan (at least one).
Powered exoskeletons to improve worker wellbeing.
Review Processes
Establish ongoing review processes for the Business Plans.
Optimize the website content.
Building a professional network
Updated Business Plan to address variances and refine performance indicators.
Business Plan for:

Ozhouse Clean
Duration of Plan:
September 2022 – October2022
Business Description:
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.
Products, services and/or initiatives

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.
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

Green cleaning Increase customer target with  Safety
the eco-friendly service  Engagement
 Budget factor
Digital marketing Specifically target ads or  Average order value
content to a set of audience to  Engagement
gain more relevant promotion.
Employee training Specific, measurable, Evaluation and feedback

attainable, relevant, and time-
bound
Profit margin Between 5-10% Subtracting the cost of goods sold

(COGS) from its total revenue and
dividing that figure by the total
revenue.
Customer satisfaction More customer number Customer satisfaction survey
Resource requirements
What financial resources are required for the Business Plan to be implemented?
Overview of finance report
What physical resources are required for the Business Plan to be implemented?
Equipment for doing work
Staff members and materials
Which human resources are required for the Business Plan to be implemented (including at least one
skilled labour requirement)?
Responsible for all basic cleaning in and around the facility or office building.
Regulatory requirements
What are the regulatory requirements for the Business Plan and its related operations?
Work Health and Safety (WHS) regulations and codes of practice to provide a safe work environment.
provide and maintain safe machinery and structures.
Marketing strategy
What marketing strategy will you follow to achieve your Business Plan?
 DIGITAL DEVICES – Devices including smartphones, tablets, desktop computers, TVs and
gaming devices.
 DIGITAL PLATFORMS – most interactions on these devices are through a browser or apps from
the major platforms or services, that’s Facebook (and Instagram), Google (and YouTube), Twitter
and LinkedIn.
 DIGITAL MEDIA – Different paid, owned and earned communications channels for reaching and
engaging audiences including advertising, email and messaging, search engines and social
networks
 DIGITAL DATA – The insight businesses collect about their audience profiles and their interactions
with businesses,
 DIGITAL TECHNOLOGY – The marketing technology or martech stack that businesses use to
create interactive experiences from websites and mobile apps to in-store kiosks and email
campaigns.
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).
Change management communication plan and milestones as well as costs must also be clearly
outlined.
Address underperformance.
Coach underperforming staff As attached

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)
Coaching session
Coaching method Purpose Timeline Outcomes
Chemical introduction Know more about 2 weeks Employee understand

chemicals use more about the
chemicals
Communication Effective 2 weeks Customer engagement

communication to the according service
customer
Exercise Encourage employee 2 weeks Employee’s confidence

to learn for themselves
& each other

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PROJECT

0452 157 557

© 2021 RTO Works

Section 1: Planning to develop a Business Plan 6

Assessor: Abdul Hye Siddiq

Date: 14 September 2022

Business this assessment is Simulation pack

Role assumed to complete

Provide an overview of your

Describe the legislative and

What is the business’ mission? To meet or exceed the expectations of customers.

What are the management Functional org structure

Attach proof of the existing As attached

What are the quality expectations?  A reasonable level of fitness.

Are there opportunities for different

What are other market

Attach proof of your

What is your competitors’ market Offering commercial cleaning services in Metropolitan

What are the geographic locations Easy to reach.

What is the pricing of your $50/hour.

What is your competitors’ sales Promoting through website.

Attach proof of your As attached

What are marketing trends? 1. Green cleaning/environmental concerns

Attach proof of your As attached

What are the existing or future

 productivity and performance 1. Quality of service.

Attach: Existing plans/organisational requirements ☐

Proof of competitor, market, and industry research ☐

Ozhouse Clean Operational Plan

2. Proof of competitor, market, and industry research

Complete the next section before meeting with relevant stakeholders.

Plan to meet with

How will you  Reduce project risks.

 Create an inclusive environment.

Insert a screen shot

Summarise the agreed

What are the agreed  Quality of service.

Business Plan for:

Productivity and performance objectives and measures

Employee training Specific, measurable, Evaluation and feedback

Profit margin Between 5-10% Subtracting the cost of goods sold

Communicate the Business

Confirm that skilled labour

Attach proof of your As attached

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

Business Plan (if different template was used) ☐

Name Work timetable

Alisha White 10hours/week casual

Emma Norrington 12hours/week casual

Brad Forrest 15hours/week casual

Jett Lee 15hours/week casual

Jacky Aly 14hours/week casual

Yarran Yiel 10hours/week casual

Jacinta Kahn 10hours/week casual

Report system failures and variances promptly.

Report on key aspects of the business.

Report on key aspects of business for

Summary of business performance

Are other performance indicators realistic and achievable?