Pink Ladies - developing a business to provide a high quality cleaning service.

If Pink Ladies expand in the future, staff will be needed. This means I need to consider employment laws as it may affect Pink Ladies. These included:

• Minimum wage- A worker has to pay a certain amount depending on their age. This means I have to pay at least this wage when having staff:

Adults who are 21 or over- £5.52

18-21 years old- £4.60

16-18 years old- £3.40

This means when employee staff for Pink Ladies I will to give at least minimum wage and this may affect how much I charge for my service.

• Equal Pay Act 1970- this act makes sure that woman receives the same pay as men for the similar work. It this happens it is seen as discrimination. This means Pink ladies need to make sure that both men and woman both receive the same wage for the same cleaning job. This may cause problems as some people such as men think they should be pay more, so it could cause problems.
• Employment right act 1996- this act entails a worker to get maternity leave, sick pay and holiday pay as part of working for a business.  It also gives employee the right to have a half hour break every six hours. Pink Ladies need to make sure that staffs have the time to have a half hour break and receive the pay they have a right to. This will affect Pink Ladies as more will need to pay out to staff covering people.
• Health and safety at work 1974- This is an act to provide working condition, safety, and hygiene are carried out to protect staff. This means Pink Ladies need to make sure that safety is provided e.g. Using gloves with dangerous chemical. This means that Pink Ladies need to spent money training and making sure that staffs are safe at work.
• Discrimination at work- this follows that no one such be treated differently due to:

1. gender
2. Race
3. colour
4. marital status
5. pregnancy
6. marriage status
7. sexual orientation
8. disability
9. ethic background
10. Nationality
11. Religion and belief.

This means that Pink Ladies need to make sure that not staffs are discriminated. This could mean doing training to teach people about discrimination to prevent it from happening.

Quality

Quality is very important within a business to make sure it is degree of excellent as a high quality service gets customer wants and needs. It makes sure that all products are delivered to the highest standard. This help increase sales. There are three types of quality:

• Quality control- products which are checked for high quality and resources are not wasted.
• Quality assurance- this makes sure that quality is maintained, provided to a standard to satisfy customers and regularly checked.
• Total product management- service provides good quality service, shows errors, and improves quality, increase profit and targets met.

 These are my quality procedures to ensure that quality is maintained. I’m going make sure that quality is carried out to make sure I give the best quality service by:

• Weekly meeting- using training programs where tests are carried out to make sure staffs know about what they have learned. This will also talk about the service and problems which have arise
• Zero defects on waste by recording waste by recording waste and each bottle is label for the amount needed for cleaning so not too much is used
• Regular feedback from customers to see how quality can be improved.
• Regularly watch staff work to make sure that they are provide quality using the training they have done.

Quality objective

By doing a quality objective, this helps show potential customers knowing what the product and service is. My quality objective is:

For Pink Ladies to provide a good quality and effective service to customers by providing a range of high quality cleaning service.

 

Event of complaints for Pink Ladies

If a customer is not happy with a service which they are being provided with, they may make a complaint. Pink Ladies have created a procedure for the event of a complaint:

1. If a customers wants to make a complaint, they will have been given a business card when having they house cleaned for the first time. They must ring or write a letter complaining.
2. Pink Ladies take the complaint into consideration and deal with the problems. They sent the customer a letter saying sorry and refunding the customer service they receive (up to one cleaning session). Assure the customer it will not happen again.
3. If Pink Ladies caused harm to the home then compensation can be given to replaces the damage and deal with what the customer wants.
4. A complaints book make to make sure staff knows what happen so it does happen again. This would be bought up in staff meeting to make sure know mistakes in which can happen.

Evaluating and monitoring working methods

To make sure I take quality into consideration I must monitoring my working methods. This helps Pink Ladies be effective and cut down waste.

• Monitoring stock- By monitoring stock I can make sure that I am not wasting stock and all stock is used within Pink Ladies. I will be doing a stock book recording waste and putting guidelines on bottle on how much should be used. When a member of Pink Ladies wastes something, they must write it down in the waste book so I know about it.
• Working methods- This the way that Pink Ladies do they cleaning and the method they use, I make sure that my method is effective with customer feedback from regular feedback. This means if they are not happy with the working methods they can be changed. Also measuring staff performance, with regular checks they are doing they job right. Training and regular staff meeting to make sure that the method we used for cleaning is effective.
• Needs for management- As management I need to make what I need to do within Pink Ladies. Checks on what staff think about me as manager and ways which I can improve for more effective staff. I must do regular finical checks, customer checks and see need if I need any other management.
• Staff performance through routine procedures-I will measure staff performance within Pink Ladies by regular observation of staff to check quality and make sure they are using a effective cleaning method. I will do regular meeting to see how staff think they are doing and if they are having any problems. Having procedures for cleaning routines.
• Pro-active of management controls- I need to make sure that everything is regular check with staff and customer where I will do meeting to help me.
• Feedback- I will get feedback about my service by regular getting feedback from customers and taking the feedback into account to change Pink Ladies so it provides a better service.
• Market research- to do market research to find out primary information I would use questionnaire and give to local people and regional if expanded. This would help find information’s on what consumers needs and wants are.