SBLE2093 : BUSINESS PROFESSIONAL COMMUNICATION

1.0 COMPANY PROFILE 1.1 Name of Company Married to the Mop We chose the name of our business, married to the mop as the name signifies our commitment in performing the duties of a maid. A maid is usually synonymous with a mop as a tool to carry out their tasks. Therefore, word marriage to mean a union was in life that lasts forever. By the combination of the words mop and marriage is an ideal integration name in the cleaning service business. 1.2 Nature of Business We are a service-oriented company, which provides high quality, consistent and reliable residential cleaning services to individual and families living within our service area. Our service is customizable and we will develop a home cleaning plan that meets any particular need, expectation and budget. Our cleaning professionals are well trained, well managed and follow our proprietary cleaning methodology, which enables them to work more productively and efficiently as a team. Higher productivity and efficiency means that our teams get more cleaning done in less time, which in turn, allows us to provide our customers better cleaning results at a lower cost. Nowadays, the cost for hiring maid is a very expensive and we as an employer must bare with the risk that the maid is not quality enough and may be disappear. Therefore, we would like to take this opportunity to segmenting our business market to places where lack of this service. Besides that, our company also encourages people to live an efficient life style. Meaning that, people can save their time by hiring maid with a low risk. 1.3 Rationale of Choosing the Business 1.3.1 Industry Overview Cleaning services is a business in is growing rapidly because of the increasing demands for services. It is driven by consumer trends, which is: Time constraint: The Malaysian economy is developing rapidly recent years and this has inevitably changed the way of life of Malaysians who became increasingly busy work and social demands. Factor season: During the festive season the demand for increased maid service. This is because they need extra manpower to help ease the burden of work and be able to complete the work in time. 1.3.2 Position in Industry There are two issues highlighted here, which can make cleaning services business growth: Legal issues: strict laws set by the government against the recruitment of maids from foreign country. For example, the cost for the recruitment of Indonesian maids
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can reach high RM7000 to RM8000, it makes many people had to abandon the desire to hire a maid, while the lifestyle of today's society in dire need of maid service. In addition the community should take any risk associated with the maid as theft or maid to escape. Competition: Demand for maid service are increasing because the way people live busy until no time for household chores. Our business is located in a very strategic location in a residential area and industrial, so it is our advantage to run the business. 1.4 Company Background Business Name Registered Name Registered Number Address

: : : :

Phone Number Fax Number Type of Business Main Activity Date of Business Company Capital

: : : : : :

Married to the Mop (M2M) Married to the Mop 001253801-T UP 2654098 The Palazzia, Gelugor, Jalan Bukit Gambier USM, USM, 11700, Pulau Pinang. 04 657 3666 04 657 3888 Partnership Cleaning Services 1 May 2014 Partnership RM 60,000 Bank Loan RM 190,000

2.0 VISION AND MISSION 2.1 Company Vision To become the leading cleaning services company in area we operate and to maintain standards of excellence in everything we do 2.2 Company Mission i. Customer Satisfaction is our first responsibility. To provide the best value to our customers we are committed to quality with honesty in everything we do. ii. Provide a full range of service iii. Provide affordable service prices for all groups iv. Provides a flexible services v. We are always happy to welcome new clients from surrounding areas 3.0 SLOGAN AND MOTTO 3.1 Company Slogan Leave Your Dust to Us

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3.2 Company Motto Clean and Fresh like a Daisy

4.0 LOGO AND LETTERHEAD 4.1 Logo

4.1.1 Logo Description Item MARRIED TO THE MOP M2M White Dove Purple Love Ribbon Mop, Buckets and Broom White Background Red Color Yellow Color Purple Color Circle Description Our company name for costumer knows us. Abbreviated name of Married to the Mop for easy to pronounce and remember by customers. Show we will always together with our customers. Based on word Married from our company name that reflect that we love our customers Represents a service performed by our company is a cleaning service. Purity of heart and trustworthy in carrying out our task. Symbolizes courage in facing any risk and have an aggressive nature in the job. Show originality in thinking activities we do and symbolizes of happiness. Show a girlish and motherhood, also color for spiritual growth philosophy of success and a positive attitude. Show that we work together until the end.

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4.2 Letterhead

Married To the Mop

UP 2654098 The Palazzia, Gelugor, Jalan Bukit Gambir USM, USM, 11700 Pulau Pinang. Tel : 04 657 3666 Fax: 04 657 3888

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5.0 COMPANY LOCATION 5.1 Location

The Palazzia, Gelugor The location for our main headquarters is at The Palazzia in Gelugor, Penang Island. The address of our office headquarters are The Palazzia, Gelugor, Jalan Bukit Gambier USM, USM, 11700, Pulau Pinang. The rental price for this office is RM 1,800 where the price rental per square feet is RM 2.30. The Quick Pro Number for this office lot is UP 2654098. The Palazzia office lot is built-up at 2000 square feet with partly furnished and bathroom attached. There are also some facilities provided by the management of The Palazzia which is covered parking with 24 hour security. The Palazzia is strategically located in Bukit Gambier, on a hill bordered by Jalan Bukit Gambier and Minden Heights. Access to this area is via Jalan Bukit Gambier and Jalan Pekaka 1 which connects to Jalan Sungai Dua and the main through fare of Jalan Sultan Azlan Shah.

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Just 10 minutes away from The Palazzia is the Penang Bridge and Bayan Lepas expressway. The Bukit Jambul Golf course is to the east of the property, just 5 minutes drive away in the direction of the Penang International Airport and the Bayan Baru Industrial Park. The Palazzia is a unique landmark surrounded by the Universiti Sains Malaysia (USM) community which has population of 20,000 or more. Neighbouring landmarks to the The Palazzia, are hosts of residences, low to medium cost apartments at Jalan Pekaka and also the Plaza Ivory tower and Residences. 5.2 Reasons for Choosing the Location 5.2.1 Transportation

The Palazzia is the best choice location for our main headquarters office as it has an ample space of parking for our management team and guest. Besides that, there are a bus stop in front of the building.

5.2.2

Population

The Palazzia is a unique landmark surrounded by the Universiti Sains Malaysia (USM) community which has population of 20,000 or more. In addition, this area is one among of the busy area in Penang because it is a residential area, schools, offices, shopping complex and it is close to University Sains Malaysia(USM) and the hostels for students of USM. There are a lots of house, flats, offices, shops, hotel and many more. The
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area where The Palazzia is located is strategic to locals, as well as visitor as visitors from the mainland Penang who cross over for business purpose. Thus, it is a suitable place for doing a business. 5.2.3 Competition There are no other shops or company that offers residential home cleaning services in this area. Thus, we are gladly to open a wide range of services to the residential client, from general room cleaning to child/pet disasters. Building and Shops

5.2.4

The Palazzia are directly facing to the main road and Ivory Plaza building where there are a lots of easy access such as restaurants, convenience shop like 7-Eleven, stationary shop, and many more. On The Palazzia building it has a Sports shop such as Al-Ikhsan, barber shop, Dobi Cleaning Clothes, small Caf, and many more. Neighbouring landmarks to the The Palazzia, are hosts of residences, low to medium cost apartments at Jalan Pekaka and also the Plaza Ivory tower and Residences. Besides the Plaza Ivory tower also has a petrol station which is Petronas.

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5.3 Shop Layout

STORE /TOOLS /EQUIPMENT

FAILING

ADMIN

MEETING ROOM

COUNTER

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6.0 MANAGEMENT TEAM 6.1 Organization Chart

CEO RAMIZAH BINTI SALIM

FINANCE MANAGER NADIRAH BINTI YAHAYA

MARKETING MANAGER ALISA A/P ESOON

OPERATION MANAGER FARAH MUNIRAH MUHAMAD

HUMAN RESOURCES MANAGER ANA MELISSA MARTONO

ADMINISTRATION MANAGER AINIE BINTI RAZALLI

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6.2 Job Description Position Chief Executive Officer Administration Manager Task Control the whole movement of business To control, supervise and manage matters related to the administration To control expenses and monitor the companys financial. Forecast the sale and expenses. Forecast the profit To control, supervise and manage matters related to employees. Training and development of employees. Recruitment and hiring employee To supervise the operation in the business, to control the quality of the services in order to satisfy our customer To plan the marketing strategy, doing some research about customer trends. Doing promotion about the services that we offer to customers. Forecast the sale

Finance Manager Human Resource Manager Marketing Manager

Operation Manager

7.0 MARKETING PLAN 7.1 Marketing Strategy M2M target market was chosen because these customers appreciate a professional, reliable, trustworthy, and immaculate house cleaning service, and are more than willing to pay for this. M2m is the only one that targets the affluent exclusively. The wealthy are consistent customers. Whether they have a house cleaning service does not depend on the finances each month. These groups always have the money for our services, just as they always need or desire a clean house. This is done in a seamless, customer-centric manner. The company will be marketed through three approaches. First is the distribution of a color brochure detailing about our services. The distribution of this document will be targeted to hit the chosen segment. This will be done by setting up strategic relationships with organizations or clubs whose members fit the targeted customer profile. Examples of this would be higher-end athletic clubs, country clubs, wine connoisseur clubs, etc. Access will be gained to these clubs membership through deals where the club owners will receive M2M's services for themselves.
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The second approach will be through word-of-mouth referrals. M2M's will offer an economic incentive (such as a free visit) to customers if they bring in new business. This will be effective because the financial incentive will motivate their behavior, and people naturally like to share good deals with their friends. The third approach will be an advertising campaign. We will place banner along Gelugor. 7.2 Marketing Objective i. Increase repeat customers by 5% each quarter. ii. Decrease customer acquisition costs by 6% per year. iii. Develop brand equity so that M2M is commonly known as the premier house cleaning service. 7.3 Target Marketing M2M will be focusing on two upper socio economic groups. The first is the affluent where only one spouse works. Although the other spouse is at home and has time to clean, he/she chooses not to. This spouse would rather volunteer for a public interest organization, play tennis and golf, or just spend time how he/she chooses to. They have no desire to clean the house. To them that is not enjoyable and they have the money to pay someone to do that kind of work. This target market has annual incomes over RM150 000 and live in expensive houses. The second segment of the market that is targeted is the two income family. Over the last couple of decades, the number of two-income households had increased, to a point where in parts of the country they exceed one income families. The target customer is two income families whose combined annual income is over RM120 000. These families do not have the time to clean, can afford a cleaning service, and choose to hire a service because the opportunity costs are too high to waste time cleaning their house. These households are typically age 32-55 and live in houses valued over RM250 000. Therefore it is approximately 10,000 families that fall into this demographic. It is this segment that has tremendous potential for M2M. Nearly 80% of dual income households use an outside cleaning service for some of their house cleaning according to the Cleaning Service Department. There are also potential customers that M2M has labeled as assorted well-off households. 7.4 Marketing Mix M2M marketing mix is comprised of the following approaches to pricing, distribution, advertising and promotion, and customer service.

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Pricing: M2M pricing scheme will be based on the anticipated number of hours per project. Distribution: Services will be provided within Gelugor only. Advertising and Promotion: The most successful activities will be brochures and a targeted advertisement campaign. These activities will complement a referral system that is currently in development.

Customer Service: M2M recognizes that the secret to success will be exceeding customer expectations. To achieve this objective, the employees have a fair amount of discretion to remedy most issues that may come up.

7.5 Packages Offered 7.5.1 Weekdays Package WEEKDAYS SERVICES (MONDAY TO FRIDAY) PACKAGE 1 RM100 4 hours once a week Standard cleaning task (including all room, kitchen, and bathroom) PACKAGE 2 RM 180 4 hours twice a week Standard cleaning task (including all room, kitchen, and bathroom)

For a standard house (3bedrooms, 2 bathroom, 1 kitchen) Additional charge may apply if have more room. (1 bedroom = RM20, 1 bathroom = RM15) If you require additional hour of cleaning on the day, there will be an additional charge of RM20 per hour.(subject to availability) 7.5.2 Weekend Package WEEKEND SERVICES (SATURDAY , SUNDAY & PUBLIC HOLIDAY) PACKAGE 1 PACKAGE 2 (RM130) (RM 210) 4 hours once a week 4 hours twice a week Standard cleaning task (including all Standard cleaning task (including all room, kitchen, and bathroom) room, kitchen, and bathroom) For a standard house (3bedrooms, 2 bathroom, 1 kitchen) Additional charge may apply if have more room. (1 bedroom = RM20, 1 bathroom = RM15) If you require additional hour of cleaning on the day, there will be an additional charge of RM25 per hour.(subject to availability)

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7.5.3 Standard Cleaning Tasks All Rooms (3 bedrooms) Remove Cobwebs Dust Ceiling Fans Pick Up and Organize Dust Windowsills, Ledges, Shelves Clean Light Switches Spot Clean Walls Dust Window Blinds Dust Baseboards Dust Light Fixtures Within Reach Dust Decorative Items Dust/Vacuum Furniture Vacuum Under Furniture Vacuum Floors and Carpets Vacuum Stairs Clean Interior Window Surfaces Clean Glass Door Surfaces Wash Hard Surface Floors Remove Trash Change Beds

Kitchen (1 kitchen) Clean Cabinets Exterior Clean Tables and Chairs Clean Countertops Clean Appliances Clean Sink and Faucets Clean Range Top Clean Inside Oven Clean Microware Inside and Out Clean and Wash Floor Remove Trash Bathroom (2 bathroom) Clean Cabinets Exterior Clean Counters Clean Mirrors Clean Sink and Faucets Disinfect Toilet, Tub and Shower Wash and Disinfect Floor Fold Towels

Above is a list of our standard residential cleaning tasks.

7.5.4 Additional Cleaning Tasks Laundry (washing & folding) Dish washing Silverware polishing Wall cleaning Organizing (closets, drawers, cabinet, etc) Refrigerator & appliance cleaning Cabinet cleaning(interior) Wood floor maintenance Tile & grout cleaning Carpet maintenance Chandelier & light fixtures cleaning Garage cleaning Special projects Additional charge is RM25 per work and depends on the time & availability.

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8.0 OPERATION PLAN 8.1 Operation process descriptions 8.1.1 Receive order from customer Accepts orders from customers about the resolution time and place to be cleaned. 8.1.2 Sending cleaners based on order Send cleaners to the place that has been specified by the customer at the right time. 8.1.3 Check list bases on package customer choose. Before cleaning process is doing, cleaners will make a check list based on which part of customer house or office should be cleaned. It based on order by customer. 8.1.4 The Finale Make sure all parts are cleaned and do double check for reconfirm. Cleaners should do list record for every part they have done cleared. 8.1.5 Pick-up Cleaners Driver will pick cleaners when cleaning time ordered by the customer has ended. 8.2 Flow Chart

Receive Order

Sending Cleaners

Check List based onpackage

The Finale

Pick-up Cleaners

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9.0 SIZE OF THE COMPANY 9.1 Source of Capital Item Own Capital (RM 10 000x6) Loan Total 9.2 Loan Repayment proposal Name of Bank Loan Amount Interest Rate Period Maybank RM 190 000 5% 8 Years Amount (RM) 60 000 190 000 250 000

Years 1 2 3 4 5 6 7 8

Payment (RM) 29 397.14 29 397.14 29 397.14 29 397.14 29 397.14 29 397.14 29 397.14 29 397.14

5% Interest (RM) Principal (RM) 9 500 8 505.14 7 460.54 6 363.71 5 212.04 4 002.79 2 733.07 1 399.87 19 897.14 20 892.00 21 936.60 23 033.43 24 185.10 25 394.35 26 664.07 27 997.27

Balance (RM) 190 000 170 102.86 149 210.86 127 274.26 104 240.83 80 055.73 54 661.38 27 997.31 0

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9.3 Operation Expenses 9.3.1 Employee Expenses Position CEO Administration Manager Finance Manager Human Resource Manager Operation Manager Marketing Manager Cleaner Staffs Driver Quantity 1 1 1 1 1 1 5 1 Basic Salary 3 000 3 000 3 000 3 000 3 000 3 000 900 900 EPF 300 300 300 300 300 300 90 90 Socso 12 12 12 12 12 12 5 5 Total Total Salary 3 312 3 312 3 312 3 312 3 312 3 312 4 975 995 25 842

9.3.2

Operation Equipment Item Price (RM) Vacuum Cleaner 300 Buckets 20 Dusters 10 Mops 10 Rags 5 Cleaning Solvents 20 Stepladder 50 Stock 250 Marketing Expenses Item Advertisement Banner Brochure Total

Quantity 2 4 4 4 4 4 2 Total

Total (RM) 600 80 40 40 20 80 100 250 RM 1 210

9.3.3

Price (RM) 500 300 50 850

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9.3.4

Office Equipment & Stationary Item Price (RM) Computer 1 200 Table 300 Counter Table 150 Chair 50 Casher Machine 50 Sofa 800 Air conditioner 500 Cupboard 300 Fail Cupboard 200 Paper 12 Stationary 50

Quantity 2 2 1 6 1 1 2 2 2 5 Total

Total (RM) 2 400 600 150 300 50 800 1000 600 400 60 50 6 410

9.3.5

Marketing Expenses Item Advertisement Banner Brochure Total

Price (RM) 500 300 50 850

9.3.6

Transportation Expenses Item Van Maintenances Petrol Total

Price (RM) 70,000 500 200 70 700

9.3.7

Utilities Expenses Item Electricity Water Rent office Total

Price (RM) 250 150 1800 2 200

9.3.8

Other Expenses Item Renovation Shop Total

Price (RM) 2 500 2 500

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9.3.9

Contingency Expenses Item Contingency Total

Amount (RM) 140 288 140 288

9.3.10 Balance in Account (Own Capital + Loan) Expenses = Contingency RM 250 000 RM 109 712 = RM 140 288

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10.0

COMPANY BROUCHER

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