Business Management

Unit 4 Assignment

Jessica Berry

Kaplan University

Small Business Management

AB209-01

July 26, 2014

GBC Cleaning Company is a service based business. We are hired to provide various types of cleaning services to our clients. We take pride in providing excellent customer service, and consider our work to be exceptional. If the customer isn’t happy, we are not happy. In a service based business you need to provide not only excellence in your service (in our case cleaning), but also have good customer service skills when dealing with clients. Customer needs are our number one priority and if there are any issues or questions that the customer may have are addressed immediately. Customers are ther reason we are in business, so they have top priority in my eyes.

Service-oriented businesses change inputs into outputs, just like product oriented businesses. Inputs would include raw materials, money, labor and equipment among other things. These inputs go through processes and become outputs. Outputs are the products or services that a business provides to its customers (Longenecker,2014).

In the case of GBC Cleaning some of the inputs would be cleaning supplies, the employees of GBC and their skills, the time and effort put into each job, cleaning equipment, floors that need refinishing, and the dirty homes or offices that need cleaning. The operations processes for these inputs would be getting quotes and bidding on jobs, stripping and waxing floors, dusting, vacuuming, washing floors and windows. The outputs that we end up with are satisfied customers, clean homes and offices, and bright and shiny refinished floors.

The core competencies of GBC Cleaning are refinishing floors, we take a lot of pride in our work, and have many years experience refinishing (stripping and re waxing) floors. This is how our company began, and we specialize in jobs like these. GBC has 35 years experience between just the three owners. We are great at what we do, and...