BSBOPS601 Case study information

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Case study scenario: BSBOPS601 Develop and implement business plans

Copyright 2023  Australian College of Business Intelligence All rights reserved Version: 23.0 Date Modified: September 2023 No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior written permission of Australian College of Business Intelligence. Disclaimer: The Australian College of Business Intelligence does not invite reliance upon, nor accept responsibility for, the information it provides. The Australian College of Business Intelligence makes every effort to provide a high-quality service. However, neither the Australian College of Business Intelligence, nor the providers of data, gives any guarantees, undertakings or warranties concerning the accuracy, completeness or up-to-date nature of the information provided. Users should confirm information from another source if it is of sufficient importance for them to do so. BSB60420 Advanced Diploma of Leadership and Management Case study scenario: BSBOPS601 Manage innovation and continuous improvement Case study scenario: BSBOPS601 Version: v23.0 Page 2 of 9 Developed by: ACBI Approved by: DoS Issued: September 2023 Review: September 2024

1. Case study scenario 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. Ozhouse is constantly working to establish itself as Melbourne's most respected and sought-after contract cleaning and facilities support service. Also, provide the customer with all residential cleaning services in an environmentally sound, completely trustworthy, and professional manner. Additional Information required to complete Task B 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 Task C 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. 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). BSB60420 Advanced Diploma of Leadership and Management Case study scenario: BSBOPS601 Manage innovation and continuous improvement Case study scenario: BSBOPS601 Version: v23.0 Page 3 of 9 Developed by: ACBI Approved by: DoS Issued: September 2023 Review: September 2024 Case study scenario: BSBOPS601 Version: v21.0 Page 3 of 9

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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 previous financial year was $300,000, making a 5% profit. The Administrative Manager (Sarah) has provided the following staffing report: OzHouse Clean Staffing Report for previous financial year 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 situation Desired work situation Alisha White 10 hours per week casual Alisha is completing tertiary studies and is only available on a casual basis 10 hours per week. Emma Norrington 12 hours per week casual Emma is not available for permanent employment but would like to work 15 hours a week. BSB60420 Advanced Diploma of Leadership and Management Case study scenario: BSBOPS601 Manage innovation and continuous improvement Case study scenario: BSBOPS601 Version: v23.0 Page 4 of 9 Developed by: ACBI Approved by: DoS Issued: September 2023 Review: September 2024 Case study scenario: BSBOPS601 Version: v21.0 Page 4 of 9

Brad Forrest 15 hours per week casual Brad would like a stable income and job security as 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 casual Jett would like to be employed as a permanent/part time employee. Available 20 hours per week. Jackie Aly 14 hours per week casual Jackie requires a flexible schedule. She is already 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 casual Yarran has recently started his own business and 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 casual Jacinta is completing grade 12 and not available for permanent employment. Matt Black 11 hours per week casual Matt would like to work more hours. He is interested in permanent employment but would like development opportunities and a clear path for promotion. Muhammed Mehil 13 hours per week casual Muhammed has recently arrived in Australia and is 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 casual Jan is not available for permanent employment and would like to work 8 hours a week. Thula Mbawe 14 hours per week casual Thula Mbawe is a professional athlete and requires a flexible schedule. She is unable to commit to permanent employment. BSB60420 Advanced Diploma of Leadership and Management Case study scenario: BSBOPS601 Manage innovation and continuous improvement Case study scenario: BSBOPS601 Version: v23.0 Page 5 of 9 Developed by: ACBI Approved by: DoS Issued: September 2023 Review: September 2024 Case study scenario: BSBOPS601 Version: v21.0 Page 5 of 9

Emma Tie 14 hours per week casual Emma is pregnant with her second child. Her young 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 casual Jen is planning to travel around Australia next year. Ali Mann 12 hours per week casual Ali is completing her studies at the end of the year and has secured a permanent job as a Payroll Officer when she is graduates. James Drew 15 hours per week casual James also works at a fast-food outlet and is not available for permanent employment. BSB60420 Advanced Diploma of Leadership and Management Case study scenario: BSBOPS601 Manage innovation and continuous improvement Case study scenario: BSBOPS601 Version: v23.0 Page 6 of 9 Developed by: ACBI Approved by: DoS Issued: September 2023 Review: September 2024 Case study scenario: BSBOPS601 Version: v21.0 Page 6 of 9

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In preparation for appointing a marketing assistant, Sarah developed the following job description: Additional information to complete Task D 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. 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

2.Ozhouse Clean Operational Plan for This Previous Year 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. Vision statement: To become a leading cleaning company in Melbourne's inner city and also to provide professional cleaning services to our clients ranging from corporations, hotels, industries, homes and schools. Mission statement: Our mission is to provide better professional cleaning services by ensuring that we meet our client's needs and that every client gets exemplary service and value for his money. 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 the business. Case study scenario: BSBOPS601 Version: v23.0 Page 8 of 9 Developed by: ACBI Approved by: DoS Issued: September 2023 Review: September 2024 BSB60420 Advanced Diploma of Leadership and Management Case study scenario: BSBOPS601 Manage innovation and continuous improvement

Date Priorities March 20XX Offer carpet cleaning services. Case study scenario: BSBOPS601 Version: v21.0 Page 9 of 9 Developed by: ACBI Approved by: DoS Issued: September 2021 Review: September 2021 BSB60420 Advanced Diploma of Leadership and Management Case study scenario: BSBOPS601 Manage innovation and continuous improvement

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