Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371

CRICOS Provider Code: 02870D

North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

BSBOPS601 Develop and Implement Business Plans

Assessment Task 1 – Assignment

Part A:

1) Outline three reasons why a company may choose to develop a business plan.

2) Outline the key steps involved in developing a business plan.

3) Outline five common components of a business plan.

4) Outline three areas that the initial business planning process may address.

5) Outline the purpose of a SWOT analysis in a business planning process.

6) Describe the relationship between performance objectives and key performance

indicators in a business plan.

7) Explain why it is important for a business to use a range of performance measures

within its business plan.

8) If a business plan has an objective of improving customer satisfaction, describe three

performance measures that could be used to measure customer satisfaction.

9) Describe the balanced scorecard approach in relation to performance measurement

10) Outline key stakeholders who may be involved in business planning.

BSBOPS601 Assessment Task 1 v1.0 Page 1 of 11

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

Part B:

Task summary
In this assessment task, you are required, in the role of the newly appointed Business
Development Manager for Oz house Clean, to participate in a meeting with Senior
Management to discuss the development of the Business Plan and then conduct
research and develop and submit a business plan.

This assessment is to be completed in the simulated work environment in the RTO.

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)
● Email with business plan attached
● Email customer survey attached
● Email template of employment agreement attached

Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must
satisfactorily address all of the assessment criteria.

BSBOPS601 Assessment Task 1 v1.0 Page 2 of 11

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

Carefully read the following:

Oz house 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. 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. You have been brought on as a Business Development
Manager to help the business reach its goals.

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. There
may need to be more management or administrative staff employed, for example, while
Amanda manages marketing, she is not skilled in this area and is very busy with the
operational side of the business, so a skilled marketing officer may be needed.

Currently target customers are consumers located in the greater Melbourne area. Target
customers are people who want a professional, trustworthy and immaculate cleaning
service. Pricing reflects that of competitors.

The company employs 15 cleaners, all of whom are part-time contract staff working
between 10 and 15 hours a week. The company currently has approximately 70 regular
clients, based around Melbourne inner city. These clients require regular home cleaning,
either weekly or once every two weeks for 3 to 6 hours. A standard hourly rate of $40 is
charged. Staff receive an hourly rate of $25 per hour. The cost of the products provided to
staff for cleaning, including equipment and ongoing supplies such as cleaning products,
works out to be approximately an additional $2 per hour on top of the rate paid to staff.
The company is also considering whether it may be wiser to move to employing a number of
full-time, permanent cleaning staff. This is partly because there is a high turnover of casual
staff and little loyalty to the company. Staff costs for employing a full-time cleaner is
$55,000 per year, including superannuation payments.

All ongoing cleaning supplies are currently purchased from Total Cleaning Supplies in
Melbourne. However, as this company does not currently offer environmentally friendly
products for use in cleaning, a different supplier needs to be identified. It is estimated that
the purchase of these products will be an additional $10,000 per month. The products cost
double the amount of the non-environmentally friendly products.

Sales revenue for the company for the financial year ending 2019 is $360,000 with a gross
profit margin of $40,000. Labour costs are a significant part of the business, representing
70% of total costs. Average debtor days are currently 40 days.

Currently, marketing is via a website, but a large proportion of the company’s work comes
through word of mouth from existing customers. Social media is not used currently to

BSBOPS601 Assessment Task 1 v1.0 Page 3 of 11

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

market the business. The new business plan will need to reflect different ways of marketing,
especially to attract commercial customers.
The company understands that in this period of growth and expansion, it needs clear plans.
While it has developed an operational priorities plan, the information in the plan is limited
and is for the upcoming year only.

BSBOPS601 Assessment Task 1 v1.0 Page 4 of 11

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

Complete the following activities:

1. Prepare to develop business plan:

You are required to prepare for a meeting with the Senior Management Team to consult
on the development of the Business Plan.

Prior to meeting with the Senior Management Team, review and evaluate the scenario
information and the current operational priorities plan.
You should also review the Business Plan Template.

Based on your review and evaluation, identify the business’ vision, mission, values and
objectives as these will need to be discussed in detail with the Senior Management Team
as a basis for developing the business plan. Note that the management team has advised
that the business vision, mission, values and objectives are not clearly advised in the
operational plan and they would like you to develop these for discussion. They have also
advised that they would like you to propose key performance indicators that can be used
to measure performance against objectives identified.

Using the following website https://www.business.gov.au/ conduct research on different

types of customer loyalty initiatives that can be implemented in your business plan.

Make notes for discussion at the meeting.

Please note: Your assessor will advise you in class of the date and time of the meeting.

2. Meet with Senior Management to discuss the business plan:

At the meeting with Senior Management, you are required to assume that the
management team will need to be provided with general information about business
planning, as well as exploring the business vision, mission, values and objectives for input
into the plan.

At the meeting you are required to:

● Provide all information in user-friendly terms.
● Explain the purpose of a business plan and its benefits.
● Explain components that will need to be included in the business plan.
● Outline your interpretation of the business’ vision, mission and values based
on your evaluation of existing information and for discussion.
● Discuss proposed performance objectives and key performance indicators to
assess achievement of the objectives.
● Discuss research results regarding customer loyalty initiatives.
● Listen to the feedback provided by the management team (your assessor).

BSBOPS601 Assessment Task 1 v1.0 Page 5 of 11

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

During the meeting, you are required to demonstrate effective communication skills
including:
● Speaking clearly and concisely
● Using non-verbal communication to assist with understanding
● Asking questions to identify required information
● Responding to questions as required
● Using active listening techniques to confirm understanding

3. Develop business plan:

Following the meeting, assume that you have been given approval to develop the
business plan using the template provided. Your business plan must be written in clear
and concise English and you will be assessed on this.

The actions that you include in the business plan should clearly show how the strategic
objectives of the company will be achieved as discussed at the meeting and all of the
resources that will be needed.

Complete all of the following activities to develop a business plan including:

● Identifying and analysing trends in demand for cleaning services, nationally as well
as in the local Melbourne market.
● Identifying competitors in the market for Ozhouse Clean. Include information
about at least three competitors, providing a summary of their services, as well as
explaining how their services compete with Ozhouse Clean and any points of
difference that will enable Ozhouse Clean to stand out.
● Identifying and analysing target consumer needs for specific types of cleaning
services e.g. environmentally friendly cleaning services. This may be through
identifying secondary satisfaction of data or through a review of social media, for
example. Make sure you add a customer satisfaction survey to your action plan as
an immediate task that the Operations Manager will be responsible for. This is so
you can complete an activity further on in this assessment.
● A SWOT analysis based on the scenario information and research.
● Identifying and evaluating alternative pricing strategies to current pricing
strategies as per the scenario information.
● Identify potential marketing strategies for existing residential services, as well as
commercial and environmentally friendly cleaning services. This may be through
reviewing how competitors market their services, as well as identifying effective
marketing strategies.
● Identifying any permits or licences that are required for commercial cleaning and
environmentally friendly cleaning services.
● Identifying suppliers of environmentally friendly cleaning products that can
provide Ozhouse Clean with products. Identify at least three options, including
the supplier contact details and summary of products offered.
● Identifying key activities and required financial, physical and human resources
requirements based on analysis conducted in the action plan.

BSBOPS601 Assessment Task 1 v1.0 Page 6 of 11

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

● Identifying the additional staff that will be required to manage the expansion into
contract cleaning and environmentally friendly cleaning services. Actions included
in the business plan should show how this will be achieved in terms of identifying
staff needed, the qualifications and experience they require, recruiting the
required staff, and inducting staff.
● Identifying key performance indicators that can be used to assess both the
financial and non-financial performance of the business.

4. Send an email to the management team (your assessor)

The directors of the company have approved the business plan and have asked you to
begin implementation. Your first task is to email the management team the approved
business plan.

Your email should introduce and summarise the contents of the attachment.

Attach your business plan to the email.

5. Assist Amanda with an implementation task

Amanda has approached you for assistance with the customer satisfaction survey she is
responsible for as she doesn’t have a lot of marketing experience. Partner up with one of
your classmates and together develop a customer satisfaction survey which you can
generate to customers through email.

Create a new Word document for this activity, and name it accordingly. The
questionnaire should fit on one side of an A4 page. Your questionnaire should contain
between 6 - 8 questions that measure customer satisfaction and can be answered on a
sliding scale from 1 (which is don’t agree at all) to 10 (which is totally agree).

Use language that is polite and friendly. There should be a space under the questions for
responders to give written feedback.

During this activity you need to take turns training each other:
● Part 1 – team member 1 role plays Amanda while team member 2 coaches her on
developing a survey in a Word document
● Part 2 – team member 2 role plays Amanda while team member 1 coaches her on how
to upload the survey to email and distribute.
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).

BSBOPS601 Assessment Task 1 v1.0 Page 7 of 11

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

6. Onboard a new employee

Read the following:

Amanda has completed her task and has received responses. Management has discussed it and they
let you know that this is related to the reliability of contractor staff as has been previously discussed.
The time has come to appoint one of the contractors as a fulltime employee to ensure the business is
adequately equipped to deal with current and new customers.

A suitable contract cleaner has been identified and they have agreed to the fulltime job
offer and conditions.

Prepare the employee contract template included in your resource folder in the relevant
sections using the information below:

Employee: David Smith, 5 Wellington Way, Melbourne 3000

Working hours: 9 am – 5pm.
38 hours per week
Fortnightly payment basis

BSBOPS601 Assessment Task 1 v1.0 Page 8 of 11

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

7. Prepare an email template that would be sent to the new employee

Your email should

● Introduce and summarise the contents of the contract.
● Inform them of a training session they need to attend with Amanda as part of the
induction process which will occur next Monday at 9am.
● Provide a summary of the training as taken from the induction checklist (please
refer to the resources folder on Moodle) and let them know they can direct any
questions they have to Amanda who will be their direct manager moving forward.

BSBOPS601 Assessment Task 1 v1.0 Page 9 of 11

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

Assessment Task 01
Marking Checklist for Part B
Student’s name:

Completed
Did the student: successfully Comments
Yes No
At the meeting, discuss the identified business
vision, mission and values based on evaluation
of the scenario information and operational
plan?
At the meeting, discuss the identified
objectives and key performance indicators
based on evaluation of the scenario
information and operational plan?
Provide all information in user-friendly terms?
Explain the purpose of a business plan and its
benefits?
During the meeting, demonstrate effective
communication skills including:
● Speaking clearly and concisely
● Using non-verbal communication to
assist with understanding
● Asking questions to identify required
information
● Responding to questions as required
● Using active listening techniques to
confirm understanding?
Conduct research and develop a business plan
that includes the mission, vision, values, and
objectives and key performance indicators as
well as:
● Trends for cleaning services, nationally and
locally?
● Competitors in the market?
● Target customers and their needs?
● Alternative pricing options to?
● Marketing strategies for existing
residential services, commercial and
environmentally friendly services?
● Research into any required permits or
licences?

BSBOPS601 Assessment Task 1 v1.0 Page 10 of 11

 Crown Institute of Business and Technology Pty Ltd ABN 86 116 018 412 National Provider No: 91371 CRICOS Provider Code: 02870D
North Sydney Campus: 116 Pacific Highway North Sydney NSW 2060 P 02 9955 0488 F 02 9955 3888
Sydney CBD Campus: Level 5, 303 Pitt St Sydney NSW 2000 P 02 8959 6340 F 02 9955 3888
Sydney CBD Campus: Level 11, 307 Pitt St Sydney NSW 2000 P 02 8034 6431
Canberra Campus: Suite 1, Level 4, 40 Cameron Avenue, Belconnen, ACT 2617 P 02 6253 5184

● Suppliers of environmentally friendly

products?
● Identifying potential key activities and
required financial, physical and human
resources requirements based on analysis
conducted
● Identifying key performance indicators?

Develop a three-year business plan written in

clear and concise English?
Communicate with the technical advisor and
receive assistance where necessary?
Provide the management team with the
business plan and summarise actions and tasks
they are responsible for ensuring they are
equipped and supported to implement their
tasks?
Assist the Operations manager to effectively
complete the Customer Service questionnaire
and send out to customers (the assessor) and
provide training while doing so?
Implement the business plan and ensure skilled
labour is available by onboarding the contract
cleaner?
Task Outcome: Not Yet Satisfactory
Satisfactory 


Assessor signature

Assessor name

Date

BSBOPS601 Assessment Task 1 v1.0 Page 11 of 11