NOTE: There are three parts to this project and three deadlines For the first part the deadline is March 16 at 6.30 pm. (Executive Summary) The second part is due March 22 at 6.30 pm. (Market Analysis

Objectives and Instructions: Create a Business Model and Service Management Plan. This needs to be a non-existing company or a business that will be based in Winnipeg – you need to create. Following the table of contents below, generate a proposal for submission. There will be a sample provided for your reference ideas – please note that I will not be needing any financial information in regards to your proposed company (i.e. revenue forecast, employee salary, etc.) A template as well will be provided to follow. There are no minimum or maximum words per section but a clear presentation of thoughts are expected.

Due date is on March 28, Sunday, EOD.

Learning Outcomes:

• Identify customer service relation principles learned in the course

• Create a successful company mission, vision and service promise

• Identify SWOT analysis and be able to critically analyze one’s management plan

• Showcase Human Resource principles in hiring and selection

• Create a standards and procedures

Table of Contents:

1. Executive Summary – this contains a summary of your business / corporation. The purpose of presenting a management plan (think of a problem that your team is encountering in terms of service).

1. Details of the Business (ownership, location > must be in Winnipeg)

1. Description of the business in terms of the initial information (please see business plan reference)

1. Objectives

1. Your objective of the company using the SMART goals principle. (please see business plan reference)

1. Mission and Vision

1. Create a mission and vision for your business model (please see business plan reference)

1. Company Values and Service Promise

1. Create your company values that you would like to advocate for (please see business plan reference)

1. Products and Services > description and sample price (menu, rooms, service, etc.)

1. Depending on your chose business model – provide a sample of your product / service that you are selling and its corresponding price

2. If it is an accommodation = provide a sample room and its amenities featured + the price per night

3. If it is a restaurant / food service = provide a sample of 3-5 menu item and its description + prices

4. If it is a travel service = provide a sample of itinerary and its dates + price per person

1. Market Analysis Summary

1. Market Segmentation

1. Describe your specific target market and your reasons (please see business plan reference)

1. Target Market Segment > Sales and marketing > pricing strategy

1. Share a brief description of your marketing strategy and pricing strategy to capture this market (please see business plan reference)

1. SWOT Analysis of the Business/company

1. Create a SWOT analysis for your business model (please see business plan reference)

2. Ensure that a realistic location / business model is created

1. Competitive Edge

1. What separates you from the competition?

1. Management and Human Resource Summary

1. Personnel Plan and Organizational Structure

1. What positions / staffing do you see that you will be having for your business model? Share your organizational structure (i.e. manager > assistant manager > supervisor > etc.) (please see business plan reference – no need to include financials and salary/wage)

1. Hiring Strategy

1. Create a sample job description of one of your employees mentioned in personnel plan and organizational structure. What are your basis of hiring?

1. Training Summary

1. Standards

1. Create a sample standard that you will be having for one of your departments/staff (i.e. service staff, housekeeper, CSR, etc.) that relates to your company mission, vision and values. No minimum or max number of standards.

1. Customer Service Principles (Face to Face, Phone Call or through email)

1. Circling back to our lessons of CSR (whole of management course) which of the lessons are important for you to have as a part of your Service Management Plan? Please state and explain. Please expound on this part as I feel you can really showcase what you learned under Management Course. Your principles of choice can be applied to staff and management.

2. Principles would be any lessons that we covered in Management (i.e. Preemptive Acknowledgement, Identifying customers with emotional hijacking, active listening) a good 1 pager is ideal.

1. Guest Recovery and ownership

1. What is your strategy in empowerment with your staff and managers?

1. Going Above and Beyond

1. Circling back to our lessons of CSR (whole of management course) which of the lessons are important for you to have as a part of your Service Management Plan? Please state and explain. i.e. showing initiative, service recovery paradox