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Startup Resources and Investor Products from The Startup Garage

Operations Plan

This section demonstrates every step that goes into the product and service delivery process, including, location,
equipment, quality control and staffing.

LOCATION

Bamboo YogaPlay is located in Playa Dominical in the town of Dominical, Costa Rica. It has immediate access to
the highway and is bordered by the Baru River. The beach is a two‐minute walk and the resort has close access to
other restaurants, bars and stores. The location’s close proximity to the ocean, jungle and mountains also allow
for a variety of adventure tours.

PROPERTY OWNERSHIP / LEASE TERMS

The property is owned by Mountains of the Zulu Investments S.A. President Brendan Jaffer‐Thom.

EQUIPMENT

Bamboo YogaPlay and the Bamboo YogaPlay Expansion Plan incorporate comfortably furnished rooms and are
built using recycled shipment containers and bamboo, an eco‐friendly and durable alternative to using
conventional building materials. The yoga studio is equipped with eco‐friendly yoga supplies such as mats and
blocks, as well as yoga swings. All materials used in the studio have been chosen carefully for their quality and
eco‐friendliness.

PURCHASING POLICIES

Bamboo YogaPlay will make bulk purchases to ensure the resort is always fully supplied to maintain operations.
Purchases will be approved by upper management. Sofiah Thom will manage purchases from artists and designers
for the boutique. The maintenance of the rooms will call for bulk purchases of cleaning supplies, fresh linens and
toiletries. These purchases will be made by the Hotel Manager.

QUALITY CONTROL MEASURES

Bamboo YogaPlay will have a Hotel Manager on site to ensure high quality customer service. The Retreat
Coordinator will be in charge of quality control of studio, teachers, body workers and retreat related services and
will work directly with retreat facilitators and guests to ensure an easy and comfortable experience. Front desk
operators will be available 16 hours a day to help with any problems or needs a guest may encounter. Bamboo
YogaPlay will tailor packages in order to pay close attention to detail and creativity for each individual. These
packages will help guests gain optimal satisfaction during their stay. Sofiah will ensure quality teachers and
practitioners will be hired to execute all spa services, classes, performances, trainings and retreats. On site
security will ensure guests safety and prevent unsolicited disturbances. An onsite maintenance person will make
sure that hotel infrastructure functions at all times and will address any issues that would affect guests
immediately.

The restaurant and juice bar will offer fine dining and health oriented foods and snacks to give quality nutrition
during guests stay. Retreat coordinator will facilitate guests’ participation in adventure tours and workshops.
Other products used will be reviewed to ensure they are eco‐friendly and high quality.

STAFFING AND TRAINING

Bamboo YogaPlay will offer and ensure exceptional hospitality. In order to do so, Bamboo YogaPlay will train their
staff through operational manuals and handbooks. Bamboo YogaPlay will review each employee’s performance
regularly to insure quality service and performance. The members of Bamboo YogaPlay’s staff will include:

  • Hotel Manager
  • Retreats Coordinator and Manager
  • Front desk
  • Massage Therapist
  • Yoga Instructor
  • Dance Instructor
  • Security guard
  • House keeper(s)
  • Maintenance

ORGANIZATIONAL CHART

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Location

The headquarters is under leasing contract located at the following address:

Map Location Walnut Creek Sample Business Plan from The Startup Garage

 

 

123 Smith Street, Suite 1

San Diego, CA 92110

United States

Phone: (555) 555-5555


Staffing and Training

Staff will be hired according to recommendations, experience and education in their field. High standard will be kept through the training manuals for new employees and will be given a mentor to shadow for the first 2 weeks of arriving. Later a checklist will be drafted to monitor their quality of service first three months.

Staffing and training will be available for sales representative, and customer service candidates. Programmers will be given specific assignments and valued on completion of the assignment.

One on one meeting will be held to discuss and handle any arising issue regarding performance and service.


Personnel Plan

The following table outlines Symbiosis 5 year hiring plan including starting salaries and hiring dates:

Position Starting Salary Hiring Date
CEO $80,000 Month 1
CFO $75,000 Month 1
CTO $75,000 Month 1
CMO $60,000 Month 1
Lead Front-End Engineer $60,000 Month 1
Lead Back-End Engineer $60,000 Month 1
Lead UI/US Engineer $60,000 Month 1
Sales Representatives $30,000 Month 1
Customer Service Representatives $30,000 Month 1
Sales Manager $50,000 Month 1
Marketing Manager $50,000 Month 1
Front-End Engineer Support Staff $80,000 Month 13
Back-End Engineer Support Staff $80,000 Month 13
UI/US Engineer Support Staff $80,000 Month 13
Sales & Market Assistants $50,000 Month 13
Controller $50,000 Month 13
Bookkeeper $30,000 Month 13
Administrative Assistants $35,000 Month 13

Customer Service

Customer services provided by Symbiosis will be done through the company’s webpage as a SaaS as well as through designated customer service agents. Symbiosis’ unique competitive advantage of having software that learns what the user is looking for in reports and other tools, and over time creates these reports automatically will help to reduce customer service inquiries. The service process will be monitored through customer service representatives that Symbiosis will hire to take care of customers’ questions and concerns. The company will employ one customer service representative for every 4000 company clients.

Symbiosis will also feature an online demo for customers to receive insight on the product. All the information will be available including pricing and packaging. Customers will be able to upgrade before the next billing cycle comes into effect. Additional questions will be helped by a web page section FAQ. A tutorial will be available for customers to enhance their operation of the software. It will have help guides and a step by step tutorial to help them through the process. Technical support will be available by Symbiosis to provide support with the software. These will be handled by appropriate employees. Customers who pay for their services will have the same support as the free demo, but as well offer assistance by phone service.


Purchasing Procedures

All of Symbiosis purchases are done over the phone or placed online through an online shopping cart system that will be added to the company’s website. Credit cards will be charged 1-3 business days after the initial purchase, barring any unforeseen complications, and will continue to charge the customer’s credit card monthly. Unsatisfied customers may either email or call the company with their complaints, which will be handled by customer service representatives.


Quality Control Measures

Symbiosis will continuously review its manuals and software to ensure only the highest quality of service and products. Software functionality will be tested continuously by engineers to ensure safety from hackers and viruses. Any complaints or observations about the program will be noted and promptly fixed. A record of all complaints will be kept in order to prevent future problems. Feedback will be enforced with any cancellation process in order to prevent future turnover of clients. This information will improve the service and company.

Customer service and technical support will be monitored by other members to evaluate performance. Customers will be able to speak to specialized staff members who may help with billing, software and other miscellaneous issues. These staff members will be thoroughly selected among highly knowledgeable people.


Organizational Chart

Organizational Chart Management Team Sample Business Plan from The Startup Garage


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Operations Plan


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This section demonstrates every step that goes into the product and service delivery process, including, location, equipment, quality control and staffing.


Location

Bamboo YogaPlay is located in Playa Dominical in the town of Dominical, Costa Rica. It has immediate access to the highway and is bordered by the Baru River. The beach is a two‐minute walk and the resort has close access to other restaurants, bars and stores. The location’s close proximity to the ocean, jungle and mountains also allow for a variety of adventure tours.


Property Ownership & Lease Terms

The property is owned by Mountains of the Zulu Investments S.A. President Brendan Jaffer‐Thom.


Equiptment

Bamboo YogaPlay and the Bamboo YogaPlay Expansion Plan incorporate comfortably furnished rooms and are built using recycled shipment containers and bamboo, an eco‐friendly and durable alternative to using conventional building materials. The yoga studio is equipped with eco‐friendly yoga supplies such as mats and blocks, as well as yoga swings. All materials used in the studio have been chosen carefully for their quality and
eco‐friendliness.


Purchasing Policies

VBamboo YogaPlay will make bulk purchases to ensure the resort is always fully supplied to maintain operations. Purchases will be approved by upper management. Sofiah Thom will manage purchases from artists and designers for the boutique. The maintenance of the rooms will call for bulk purchases of cleaning supplies, fresh linens and toiletries. These purchases will be made by the Hotel Manager.


Quality Control Measures

Bamboo YogaPlay will have a Hotel Manager on site to ensure high quality customer service. The Retreat Coordinator will be in charge of quality control of studio, teachers, body workers and retreat related services and will work directly with retreat facilitators and guests to ensure an easy and comfortable experience. Front desk operators will be available 16 hours a day to help with any problems or needs a guest may encounter. Bamboo YogaPlay will tailor packages in order to pay close attention to detail and creativity for each individual. These packages will help guests gain optimal satisfaction during their stay. Sofiah will ensure quality teachers and practitioners will be hired to execute all spa services, classes, performances, trainings and retreats. On site security will ensure guests safety and prevent unsolicited disturbances. An onsite maintenance person will make sure that hotel infrastructure functions at all times and will address any issues that would affect guests immediately.

The restaurant and juice bar will offer fine dining and health oriented foods and snacks to give quality nutrition during guests stay. Retreat coordinator will facilitate guests’ participation in adventure tours and workshops. Other products used will be reviewed to ensure they are eco‐friendly and high quality.


Staffing and Training

Bamboo YogaPlay will offer and ensure exceptional hospitality. In order to do so, Bamboo YogaPlay will train their staff through operational manuals and handbooks. Bamboo YogaPlay will review each employee’s performance regularly to insure quality service and performance. The members of Bamboo YogaPlay’s staff will include:


Organizational Chart

Bamboo YogaPlay Organizational Chart

 


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Location

Vintage Home & Residential Care is located at 415 Merlot Drive, Bonita, California 91902. The businesss direct competitors will be located in Bonita, while its indirect competitors will be spread throughout the Greater San Diego area. For these reasons Vintages location is serviced for the Greater San Diego area, not just Bonita. The venture will make purchases in discount stores in the Bonita area and will hire qualified staff from around San Diego.

Vintage currently pays $3,100 per month for rent. A detailed floor map of the residency is attached in the Appendix.


Licenses and Permits

Licensing and permits to allow Vintage to operate will be completed as needed. Before officially opening for business the facility Vintage will have completed the following:


Property Ownership & Lease Terms

Vintage Home & Residential Care is owned and operated by Alice Smith.


Operational Procedures

Vintage Home & Residential Care is residential home that provides assisted living care to senior adults through quality trained staff. The company has unique advantages that other competitors do not with its small, tight-knit community and an outdoor pool where residents can exercise without worrying about injury. These services will be monitored internally by Founder Alice Smith.

The residential home encourages its clientele to participate in a daytime program or activity. If the resident is unable to go or chooses not to, a staff person will be with them and they may enjoy other activities that are on a weekend schedule. Activities will be chosen by the staff with input from the residents and may include reading, listening to music, walks and traveling to movies and restaurants.

Residents may stay in a private or shared room, with no more than two people in a room at a time. The maximum capacity for Vintage is six residents, and each individual gets his or her own bed unless they have a significant other in the home. Residents will also be provided with furniture, clean linens, and toiletries.

Laundry will be performed for all residents once a week. Tenants have the option of cleaning their own personal clothing if they desire, and will be supplied with all the necessary detergent. Residents will be encouraged to clean their own rooms, but if they are unable to or do not want to, staff members will clean as necessary.

Food will be provided to residents three times a day with no more than15 hours between the last meal of the day and the first meal of the next. Menus are written at least one week in advance and meals are prepared and served.

Every occupant has access to a telephone that they may use at any time for a reasonable time limit. Long distance calls are charged to the residents bill. Deaf, hearing impaired, and other impaired individuals are entitled to the necessary equipment needed to make phone calls.

There shall be at least one person capable of and responsible for communicating with emergency personnel in the facility at all times. Emergency information of each resident will be available at a moments notice in case an emergency should occur. Staff will provide transportation if residents need medical attention and call 911 if there are life threatening situations.

Medications will be stored and locked in one location that is not accessible to anyone except direct staff. All containers will have identifying labels and no one except dispensing pharmacists shall alter these labels. Direct care staff will make sure that each resident will receive the necessary medication at the prescribed times.

Transportation will be provided to and from medical and dental appointments, to emergency care facilities, from day programs in case of illness, and to and from facility activities. Only direct staff with an approved license and liability insurance may drive these vehicles, which must be safe and registered with the state.

Vintage will not reject any applicants based on race, religion, sex or national origin. After applicants answer a few phone questions, the administrator will decide if the potential resident is fit to move in. Vintage shall not accept or retain those with certain illnesses or those whose needs conflict with those of other residents. Also, the company may discharge residents that become violent, non-complacent, or develop health problems that the staff cannot legally treat.

Family members, friends, and others involved with a residents life are encouraged to visit during non-sleeping hours. If visitors choose to visit during scheduled activities, such as hygiene, the visitor may stay as long as he or she does not interrupt.


Equipment

Vintage will be remodeling a bathroom and installing new bathroom amenities in order to meet ADL compliance. Each room will be furnished with bedroom furniture and linens to meet licensing requirements.


Purchasing Policies

Alice Smith will be responsible in the budgeting and purchasing for the facility of Vintage. Any purchases for food and supplies and for the upkeep of the residential assisted living home will be first approved by Alice Smith. Protocol will include an inventory list and review, which will be approved on a weekly basis. Operational purchases will be made at local discount stores and will include, but are not limited to, food, linens, and toiletries.


Quality Control Measures

Vintage ensures quality service for each resident. Each care staff will be effectively trained and will have an operational manual with official policies to guarantee a consistent high standard of service.

Fresh foods, meat, milk, bread vegetables and fruit, will be available for residents and for preparation of each meal. Canned and dry food will also be available for cooking and emergencies.


Staffing and Training

Staffing for Vintage will be as follows: All personnel shall be in good health and be physically and mentally capable of performing assigned tasks, and this will be verified with a health screening prior to employment. Candidates will also have a background check prior to hiring. Necessary education and experience required for the position will be verified by phone background checks, letters of recommendation, and certificates. Personnel will have to review and sign Notice Employee Rights (LIC 9052) at the time of employment. The first 90 days of employment is considered a probationary period at the end of which a performance review will be conducted to determine continued employment.

After their first year of employment, employees will have an annual performance review.

Employees will receive written warnings for performance discrepancies. After the third warning, Employment will be terminated.

New staff will be given at least ten hours of training within the first four weeks of employment. The training will be conducted on the job, in a classroom setting, or a combination of the two. This training shall include, but is not limited to, the importance and techniques of personal care services including bathing, grooming, dressing, feeding, toileting and universal precautions.

Personnel providing the training will have both a four year college degree or professional degree and two years of experience in an area relevant to caring for the needs of the elderly. They will be licensed to work as a health care provider in California.

After training, duties will be reviewed and supported by a well-organized and detailed training manual.


Organizational Chart

Vintage Home and Residential Care Organizational Chart
 


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Location

Our customers are located in the United States and are all online. Our competitors are United States based online suppliers of yoga mats and related products. All of our California sales are taxed. The community lifestyle that makes up our customer base are those located within the United States that have started to embrace the movement to Go Green, the more recent trend of yoga, and also that of conveniently shopping online.

There are two physical locations of our facilities. One office is located in Solana Beach, California and another in Pacific Beach, California. Our relation with our vendors is not related to our physical locations because we drop-ship and do not need vendors to physically come to us. There is no stock carried at these locations so no customers come to them.


Staffing and Training

Hunter Jensen, Chief Technology Officer (CTO) and his team of 3-4 staff handle software development and some marketing at the Pacific Beach office. Tyler Jensen and his team of 3-4 staff handle marketing, operations and customer service at the Solana Beach office

Training is done through an operation manual that is kept for all operations for new staff to review and become up-to date with all current practices.


Operational Procedures Merchandising

The merchandise category of Go Green Yoga Mats is an online direct selling specialty store. The product line currently consists of yoga mats but will soon be expanding to include clothing, dvds and other entertainment, and more yoga related accessories. We provide a unique competitive advantage through our top of the line, extremely high quality and environmentally friendly yoga mats and products. The major activities that make up our product line through the merchandising process include search engine optimization (SEO) and social media optimization (SMO). SEO is worked on daily by our tech team in Pacific Beach and is scaled as we grow. SMO is done on a daily basis by the Solana Beach team to gain product awareness and grow our brand. Our product selection is done through margins of upwards of 20% and a minimum of $10. Research within our categories determined our pricing through costs of shipping, drop-shipping, and the actual goods that we sell. No products are stored in-house, as all are drop-shipped from the manufacturers. Our orders are handled by one intern who takes care of customer service calls and emails and also fulfills orders.


Purchasing Procedures

All GGYM sales are done over the phone or are placed online through ebay and through our website with a valid credit card currently through do-it order. Eventually, this will be done on net 30-90 day payment terms with our vendors. We only ship within the United States and customers receive their orders within two to five days of order placement. Refunds are handled through our customer service intern. We do not manage any inventory as all products are drop-shipped from our vendors. Our website is updated and organized as to size, color, and availability on an as-needed basis.


Inventory Management procedures

Go Green Yoga Mats does not carry inventory in-house. Orders are drop-shipped from the manufacturers. They use a computer database in order to keep track of the products that the manufacturer has in stock, the specs on each product (color, size, etc.) and to track how much of what is sold and how often. The computers do most the other work when it comes to re-ordering and keeping the supply consistent.


Quality Control Measures

Quality control and customer service are done through refunds and response to questions by email and phone within a timely manner.

Unhappy customers email us reporting their problems and we then contact the vendor with the issue. Money is returned unless the product has been used or destroyed by the customer.


Administrative Procedures

Accounting, customer service, marketing, and order fulfillment are handled by Tyler Jensen and a team of three to four at the Solana Beach office.


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Time To Complete: Approximately 10-40 hours

The Operational Plan is an essential component of the business plan and it tells the reviewer how you are going to get your product/service out to market.

That is, how are you going to get your product out of the production stage to the doorstep of your target customer. As an internal planning document, the Operations Plan should be a detailed and in-depth.

In a business plan, the Operations Plan should highlight the important facts for potential investors.The relative importance of an operational plan will depend on the nature of the business. For example, a production facility will probably require significant attention to operational issues.

Whats in it?

The Operations Plan will give you a detailed outline about the structure of your business. It will also answer how your product will be made and delivered to the customer, what regulations and organizations there are to monitor the industry, how you plan to stay up to date, who are your suppliers, how do you receive the product, how long will it take, how much it costs, what your backup plan is, and what quality control measures you have in place.

Operation plans also act as a guide book on inventory management and purchasing procedures.

Why its Important

The purpose of the Operations Plan is to describe the where’s and how’s of your business, meaning where you will locate the business (along with any physical necessities) and how you will produce products or services for your clients.

Business plan reviewers know the importance of a well thought out Operations Plan and place considerable weight on this section since it can mean the success or failure of a business. This document will also give the entrepreneur an opportunity to work out many potential problems on paper prior to commencing operations.

The next section will show you how to build an effective team. Remember, you can take a look at a sample business plan.

 

Whether you have a question about your Operations Plan or you’d like to discuss our business plan writing services, feel free to contact us for a free consultation!

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