Introducing step by step business cleaning company plan: calculations, tables, tips, useful video.

♦ Initial investment: 192,000 rubles
♦ Cleaning company payback period: 14 months
♦ Project profitability: 25%

For housewives, this is a familiar routine. For a workaholic who disappears for days in the office - a nightmare. And for the owners of cleaning companies - the opportunity to earn money by helping others.

Opening your own business in this direction is not so difficult.

The main thing that is required of you is to create in order to outline the path of its development and receive the necessary investments from sponsors.

Why start a cleaning company?

Interesting fact:
The most expensive cleaning service is cleaning after a fire. Imagine how high temperature smoke eats into walls and even the smallest cracks, which subsequently need to be cleaned with special devices and chemistry, taking into account all the techniques, as well as knowledge of what and how to clean, so as not to spoil and what not.

For a newcomer to the business, the idea of starting a cleaning company is the perfect solution. First of all, because it will require a very small (compared to other ideas) amount of capital investment. In the future, you can always expand and develop.

But for starters, it is enough to have a set of cleaning equipment and desire. After all, even the entrepreneur himself can perform the functions of a cleaner!

Of course, in the future he will take over the managerial reins, and for this work he will hire other people.

No office is needed, because the work takes place on the territory of the client. And orders can be taken with only a computer and a phone.

There will also be clients.

More and more people prefer to shift their worries onto the shoulders of others, although they could perfectly manage on their own.

But why not take advantage of this for young and ambitious aspiring entrepreneurs?

Cleaning company business plan: planning

Business plan summary

The current business plan describes a project to open a cleaning company in Ryazan.
Project leader: Ivanov I.I.

Goals pursued:

Providing the population with cleaning services at a high level using special equipment and quality chemicals at affordable prices.
Getting profit from a cleaning company.
Company organization with high level profitability.

Marketing section of a business plan for a cleaning company

Like all other types of public services, this one suffered a significant decline during the crisis period of 2008-2009.

At the moment, the situation has completely stabilized and there is a clear increase in demand for cleaning services.

In such advanced settlements, like Moscow or St. Petersburg, the niche is almost completely occupied (excluding highly specialized areas). But in the city of Ryazan there is a place to open a new cleaning company.

Target audience of cleaning companies

If earlier the main audience was considered to be people exclusively with a high level of income, now the main contingent is represented in the current business plan by the following categories:

income level – average and above average;
men and women are roughly equal in proportion.

This is due to a decrease in prices for cleaning services and an increase in the pace of life in modern cities.

People are increasingly trying to shift routine matters onto other people's shoulders. However, despite the growth of this indicator among individuals, commercial organizations remain the main clients of cleaning companies.

At the same time, the distribution of demand for services according to the business plan looks like this:

daily cleaning of premises, territories - 65%;
cleaning after special circumstances (fire, installation of equipment, moving) and additional types services - 20%;
garbage collection, snow removal from roofs, washing of glass vertical surfaces - 15%.

Advertising campaign

Although the market for cleaning services is growing, the number of consumers does not change significantly. This means that in the current conditions it is necessary to pay Special attention conducting an advertising campaign.

It must be launched before the opening of the company and financed in sufficient quantities. When the organization reaches the payback level, it will be possible to spend smaller amounts.

And until this moment, you can use the following tools listed in the business plan:

mailing from great deals potential clients among commercial organizations;
creation and promotion of a cleaning company's own website;
placement of advertisements in periodicals of thematic direction;
ordering uniforms for employees with the name of the company and a memorable logo to increase the level of recognition of the company.

Competitive advantages

In order for the organization to flourish and firmly occupy its niche in the service market, cleaning company business plan should contain such an item as competitor analytics.

You need to make a selection, which will indicate the names of firms, short description activities. And most importantly, you need to determine what ensures their popularity with customers.

Thanks to this analysis, you can make a list of competitive advantages.

The current business plan includes the following items:

availability of exclusive services;
attractive price-quality ratio;
order special means for cleaning from leading suppliers;
modern cleaning equipment;
high qualification of employees.

Services for a business plan for a cleaning company

For a full-fledged description of the future enterprise in the business plan, it is imperative to highlight the following question: what services will you provide to the population?

The list of options is extensive and may include such items:

cleaning of residential premises and offices (after repair work, general, daily);
care for different types of floors (parquet, granite, marble);
dry cleaning of carpets and upholstery;
washing glass and glass surfaces;
care and tidying up indoor plants, yard lawns, lawns;
snow removal from the roof.

The list in this business plan is far from complete and may be supplemented by your exclusive offers.

In addition, as your business develops, you can connect new, related areas.

For example, often cleaning companies are also engaged in the selection of household staff.

cleaning company staff

Guinness Book of Records:
A man named Terry Burrows entered the record book. It is considered the fastest window cleaner in the world. He managed to clean 3 standard office glass (meter by meter) in nine and a quarter seconds using a small mop and a couple of liters of water!

Even in large cleaning companies, as a rule, there is a need for only three positions: personnel officer, manager, cleaner.

At first, the owner can take on the responsibility of selecting specialists for the team. But a growing business will require hiring an invited specialist who will devote all his free time to this process, and will act more professionally.

Rarely any firm can do without a manager. This position is often referred to as an administrator. His responsibilities include monitoring the quality of services, purchasing goods and accounting for their consumption, coordinating the receipt and fulfillment of orders.

No matter how important the previous two positions are, the “backbone” of your cleaning company will be the cleaners. Contrary to popular belief, experience and special knowledge are very important for this employee.

You do not want to pay damages from the company's funds for an expensive carpet, spoiled by the inept cleaning of an employee, do you?

But their number is directly related to what load of orders you plan.

To start, it is enough to accept 3-5 people on the staff. Their salary and positions are specified in the business plan.

cleaning company equipment

As with any other project, quality is of great importance for a cleaning company. professional equipment for cleaning.

The standard kit, which should fall on every cleaner, includes:

mop for the floor (flat mop);
cart on wheels with a container for household chemicals and rags, a waste compartment and a wringer;
scraper to remove dried dirt;
special napkins;

Among the large equipment that is also worth buying for the company:

vacuum cleaner;
window cleaning tool

If you plan to bet on the cleaning of industrial premises, offices, shopping centers, it will be difficult to do without a special scrubbing machine.

Its cost is quite impressive: 100,000-450,000 rubles. However, such equipment can replace several cleaners at once. In addition, the speed and quality of cleaning with its help definitely increases.

Specifications should be included in the business plan.

Cleaning company business plan: implementation

“It is difficult to say what is important in life. Life is meaningless on its own. You just need to find something to do to occupy this gap between birth and death. What is the meaning of life? Yes, he is not. Having children is a reproductive function, it lies outside of us. What to strive for? Some quantitative factors hardly motivate a person. Don't eat two breakfasts. You have to find something to do. You just came up with some kind of game for yourself, and you play it.
Entrepreneur Sergey Galitsky

Schedule for opening a cleaning company

The opening calendar plan in the business plan of a cleaning company is drawn up both for investors and for the business owner himself.

It allows you to track who is responsible for what, whether you are investing in deadlines and gives you additional confidence.

The plan is drawn up in the form of a table:

The essence of the stage	1 month	2 month
Issuance of permits and registration
Conclusion of a lease agreement
Purchase of equipment and Supplies
Hiring staff
Advertising campaign
Start of a cleaning company

Calculation of costs for opening a cleaning company

The most important section of any business plan is the calculation of financial indicators.

On their basis, one can judge the feasibility of opening a cleaning company, the payback period, and the required amount of investment.

Data on the money needed to open and maintain a business is best done in the form of a table. This makes the information easier to read and analyze.

Opening costs

Name	Cost, rub.)
Buying inventory	90 000
Ordering overalls for cleaners (two types of gloves - rubber and fabric, a pair of T-shirts, a branded cap and protective overalls) - one set for each	7 000
Office furniture	35 000
Washing machine	15 000
Office equipment	25 000
Documentation (permits, registration)	20 000

Based on the information in the business plan, it becomes clear that an entrepreneur needs to have at least 192,000 rubles to open a cleaning company.

Financial section of the business plan for a cleaning company

If a group of five people had similar skills, they would have coped with Mary-Ex (a huge building in London) in three days, while usually 200+ trained people will cope in the same time.

Monthly expenses

Name	Amount (rub.)
Premises for rent	20 000
Utility bills, phone bills	1 000
HR specialist salary	15 000
Manager salary	15 000
Cleaners salary (per person)	10 000
Staff development	4 000-20 000
Documentation	5 000
Consumables: stationery	500
Consumables: household chemicals	6 000
Advertising	2 000

Thus, fixed costs for maintenance and development according to the business plan will amount to at least 78,500 rubles.

P.S. Don't forget about unexpected expenses. Even if it seems to you that you have provided everything, include 5% for unplanned expenses in the finished version of the business plan. As practice shows, they happen in any case.

A detailed video about opening a cleaning company from scratch:

calculations, costs, net profit.

We take note.

Cleaning company business plan: payback

Based on these indicators and the established cost of services, you can calculate the approximate profit margin for the business plan. If you subtract the amount of monthly expenses from the financial section, you will end up with the amount of net income.

Download a ready-made business plan for a cleaning company with quality assurance.
The content of the business plan:
1. Privacy
2. Resume
3. Stages of project implementation
4. Characteristics of the object
5. Marketing plan
6. Technical and economic data of the equipment
7. Financial plan
8. Risk assessment
9. Financial and economic justification of investments
10. Conclusions

The payback period of a business depends on this indicator and the amounts invested in the opening.

On average, the profitability of such a business is 20-30%.

Although a small capital is required to open a cleaning company, a lot of effort will have to be invested in each stage of the project. However, nothing comes to us in life by itself. And for the sake of a successful and profitable business, it is worth trying.

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For the preparation and compilation staffing you should use the unified form No. T-3, approved by Decree No. 1 of the State Statistics Committee of the Russian Federation dated 05-01-2004.

This document includes the following information:

For a clear understanding of how to correctly complete the staffing table, you need to know what this document is intended to do. Vocation this document is as follows:

Formation of the organizational structure of the company / enterprise.
Formation of the number of staff units and divisions of the company / enterprise.
Formation of the system of remuneration of employees of the company / enterprise.
Establishment of allowances and their amount.
Facilitate recruitment of staff.

The basis for scheduling should be organizational structure companies. The reason for this is the need to indicate in the document the divisions that make up the company.

Then a standardized form is filled out.

Filling out a standardized form is carried out in stages, in the following order:

Staffing is carried out directly upon the opening of a new company, subsidiary, branch, etc., as well as with each fact that any changes are made to the structure of the company.

Approval of the staffing is carried out by means of an order (order) signed by the head of the company / enterprise or by a person authorized by the same head. The details of this order (order) should be entered in the column “Approved by the order of the organization dated “____” ______ 200__ No. __”, contained in the unified form No. T-3.

Features and examples of fillings

As mentioned a little above, for compiling the staffing table of a company / organization is intended unified form No. T-3. However, although given form and is unified, for organizations of different industries it is filled in somewhat differently. Next, consider examples of staffing for such organizations:

IT companies.
Airlines.
Beauty salon.
Travel company.
cleaning company.

IT company

Consider an example of staffing a modern IT (IT) company, or rather, its information technology department:

Actual salary (FZP) of the department - Salary + bonus allowance.

Bonus - 15% of salary.

Airline

Since the structure of an organization such as an airline is quite complex, it is not appropriate to give examples of staffing for it within the framework of this publication. Therefore, we will give only basic information on staffing, typical for airlines.

The staffing table of the airline fixes the numerical and official structure organizations. It also indicates the salaries of employees. The airline's staffing table also includes a list of the following content:

Official composition.
Information about the number of staff units.
Information about the wage fund.
The staff of the cabin and flight crews on the balance sheet of the airline aircraft, dispatch service staff, technical staff, etc.

Responsible for approving the staffing of the airline CEO organizations.

Beauty saloon

A properly drawn up staffing table should include, among other things, the following information:

A hierarchically arranged list of salon divisions.
Enumeration of positions held, indicating the number of people holding one or another of them.
The total number of staff units.
The amount of salary, as well as its constituent parts, respectively, with each position held.
Provided additional payments and allowances, as well as the procedure for calculating them.

The staff of a beauty salon can be quite diverse in terms of specialties. And all this diversity is recommended to be registered in the staffing table.

Travel agency

staffing travel company can be represented, for example, in the following form:

cleaning company

The staffing of such a company can be presented in the following form:

Manager - number: 1 - salary: 30,000.
Manager - number: 1 - salary: 20,000.
Senior shift - number: 2 - salary: 17,000.
Janitor - quantity: 8 - salary 12,500.

According to the regulations relating to labor issues, the employer in without fail must acquaint subordinate employees with the staffing table.

The employer must also familiarize employees with other regulations, which are local in nature and directly affect labor activity companies/organizations.

From the foregoing it follows that staffing is necessary action V. The use of such a document simplifies labor activity, and also helps to interact more constructively with regulatory authorities.

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Project description

Project idea

The idea is to open a cleaning company in the city of Ensk (population 380,000) to provide cleaning services to the public and legal entities.

Potential customers

To attract individuals it is planned to put up advertisements at bus stops public transport, in residential buildings and so on.

It is planned to attract legal entities for servicing by holding a presentation of the services offered by the cleaning company. In this presentation, it is necessary to convey to the customer the undeniable advantages of outsourcing cleaning activities.

Project Implementation Plan

Calendar plan

According to the calendar plan, the term for opening the company is 3 months. All stages of opening activities will be controlled by the owner of the business.

The total cost estimate for the implementation of the project

To open a cleaning company, investments in the amount of 2.2 million rubles are required. The largest share (74%) in the structure of expenses is occupied by the costs of purchasing equipment and transport. Also, the cost estimate included the cost of financing the company's activities until the moment of reaching self-sufficiency.

Planned performance indicators of the cleaning company

Planned revenue for 2012

Planned cash flow for 2012

Opening of the company is scheduled for July 2012, self-sufficiency is scheduled for September 2012, expected profit is scheduled for December 2012

Expenditure part

The cost part of the activity includes the following expenses:

Cost of goods sold. This line includes the cost of purchasing detergents, household chemicals and consumables used in cleaning the premises.
General Expenses: This group of expenses includes employee salaries, social security contributions, office rent, administrative expenses, advertising, accounting expenses, and other expenses.

With distribution structure Money received from customers for the work performed, you can see in the following diagram:

Calculation of activity profitability

The revenue of the cleaning company consists of funds received from customers for the work performed. Individuals pay for work in cash, legal entities pay for work by transferring funds to a current account. It is planned to reach the projected revenue (550 thousand rubles) within 6 months from the date of opening.

It is planned that 40% of the funds will come from individuals, 60% from legal entities and municipalities.

To reach the forecast revenue, it is necessary to fulfill 80-100 orders from individuals per month and serve about 15-20 legal entities.

In the structure of expenses, the largest share is occupied by the costs of wages, (66% including social contributions). The net profitability of operations, after reaching the forecast revenue, is 22%.

Revenue	550 000
Cost price	41 250
Gross profit	508 750
Expenses	365 700
Salary	184 000
UST	55 200
Administrative expenses	20 000
Rent	30 000
fuel and lubricants	20 000
Communal expenses	5 000
Advertising	40 000
others	1 500
Accounting (outsourcing)	10 000
Profit before tax	143 050
income tax	21 458
Net profit	121 593
Profitability	22,11%

Planned financial indicators for 2013-2015

A phased growth is planned for 2013-2015 by attracting additional legal entities for services.

By 2015, it is planned to serve 35-45 legal entities and 150 individuals on a monthly basis.

Starting from 2014, we planned to reduce net profitability due to an increase in the expenditure side of activities.

Project risks

The following risks can be identified that may arise during the implementation of the project.

tax risks. The risk of increasing the tax burden on business. The activity of a cleaning company falls under the simplified taxation system (STS). Maintaining tax and accounting records using this system is not a complicated process; in terms of taxation of small businesses, it is not planned. On a 5-point scale, this risk can be assigned a value of 2.

Change of legislation. The risk of changes in legislation that worsen the conditions for doing business. The activity of the company in providing cleaning services belongs to small business, the development of this type of activity is a priority. On a 5-point scale, this risk can be assigned a value of 1.

The risk of increased competition. Currently, there is no competition in this area, but in the period 2013-2015 there is a significant probability of the emergence of at least 3 cleaning companies. On a 5-point scale, this risk can be assigned a value of 3. The risk is leveled by the fact that by the time competitors appear, the company's activities will be fully debugged, the activity will be profitable, which will, if necessary, reduce the cost of providing services.

The risk of increasing the cost of services provided. The expenditure part of the company's activities is calculated based on the maximum prices, for the period 2013-2015, the annual growth of the expenditure part is about 5%.

The main share in the monthly expenses is the cost of wages of employees. Since the work requires low-skilled workers, there will be no problems with hiring in the labor market additional staff. On a 5-point scale, this risk can be assigned a value of 1.

Business payback calculation

Project start: May 2012
Company launch: July 2012
Reached operational break-even: September 2012
Achievement of forecast revenue: December 2013
Payback date of the project: May 2014
Payback period of the project 2 years

Numerous firms and enterprises need the services of cleaning companies. A cleaning company is a company that provides comprehensive cleaning services. A set of measures designed to clean and maintain cleanliness in residential, commercial and industrial premises, including cleaning facades, washing shop windows and other exterior surfaces of buildings - very difficult process

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MOSCOW

ROAD-ROAD

STATE TECHNICAL

UNIVERSITY (MADI)

_____________________________________________________________ faculty

department ______________________________________________________________

Allow for protection

Head department ___________________

EXPLANATORY NOTE

for the graduation project

on the topic of: Development of an IS module for the MAX-CLEANING company for quality control contract work

MOSCOW - 2015

Introduction

Numerous firms and enterprises need the services of cleaning companies. Cleaning company is a company providing complex cleaning services.A set of activities designed to clean and maintain cleanliness in residential, commercial and industrial premises, including cleaning facades, washing shop windows and other exterior surfaces of buildings is a very complex process, consisting of many different stages, involving a large number of participants. The effectiveness of the organization of cleaning needs clear coordination of actions in relation to all its employees.

The advantage of specialized companies is determined by the following factors:

high quality of services;
the cost of services is not higher than the cost of maintaining your own cleaning service;
expenses for the services of cleaning companies are deductible from taxable income;
specialists of cleaning companies perform exclusive and complex specialized work (for example, crystallization of marble coatings);
efficiency - cleaning is done at a time when it is convenient for the customer.

Today, cleaning is one of the most dynamically developing and stable business sectors in Russia. More and more companies are interested in purchasing high-quality and reliable cleaning services, which places great demands on competent and balanced work with clients.

All the advantages listed above require the use of modern information technologies in the work of cleaning companies, such as specialized information systems, for example, CRM systems.

The "heart" of any CRM system is a database of both individuals and legal entities that interact with your company within the framework of the enterprise. These are not only customers, but also company branches, partners, suppliers, competitors. A customer database is a valuable asset in itself, and proper data management in a CRM system allows you to use information in your work with maximum efficiency. Client base consolidated, the organization receives complete information about its customers and their preferences and, based on this information, builds an interaction strategy.

A single database of clients and a complete history of relationships with them, combined with powerful analytical CRM tools allows you to retain and develop existing customers, identifying the most valuable ones, as well as attract new customers.

The main function of the CRM system is to help managers in planning sales, organize transparent transaction management and optimize sales channels. The system stores a complete history of communication with customers, which helps sales departments to analyze customer behavior, create suitable offers for them, and win loyalty. Other features of CRM systems are presented below:

planning and coordinating contacts with clients;
collection and typing of all possible information about clients;
control over long-term or complex transactions;
analysis of each stage of the implementation of projects or the conclusion of transactions;
formalization of all processes focused on interaction with customers.

This type of software products is most suitable for those organizations that lead long-term and multi-stage projects that involve big number employees or multiple departments. Since the number of contracts concluded per unit of time is small, each transaction takes many days and even months. This means that each project requires an exceptionally individual approach. In such conditions, it is necessary to take care of customer loyalty. To do this, it is necessary not only to ensure an individual approach, but also strict adherence to the designated deadlines, the terms of the contract, as well as the coordinated work and punctuality of all involved employees.

Analytical part

The MAKS group of companies was founded in 2000. The main activity is a diversified complex services sector.Since the formation of the MAKS Group of Companies, a number of types of services offered have been constantly expanding. To date, MAKS Group offers the following types of services (Fig. 1):

security of facilities, rapid response teams, console security, private detective services;
ensuring the most efficient and uninterrupted operation of serviced real estate objects;
preliminary analysis existing security systems;
comprehensive cleaning.

Figure 1.1. - Service sectors of MAKS Group of Companies

"MAX PROTECTION" developed along with the sphere of non-state security. Object security, rapid response teams, console security, private detective services, all this is included in the standard package of services. The division employs IT infrastructure specialists who deal with emergency assistance foreign citizens and know all the nuances of escorting goods and valuables.

Practice shows that security is not just uniformed guards, but a whole range of measures aimed at preventing and preventing potential threats. These measures are part of the MAX PROTECTION integrated security system, developed by experts with many years of experience.

For customers A complex approach to security means that communication with all security services goes through a single executor. The company relieves customers of the need to coordinate the work of several unrelated organizations. The presence of a single operational center allows you to instantly and effectively respond to any emergency situations.

MAX PROTECTION is constantly improving and developing new security concepts. Advanced foreign technologies are being introduced into our work and we develop our own solutions for specific tasks. However, even the most advanced automated security systems cannot completely replace a person. Therefore, special attention is paid to improving the professionalism of MAKS PROTECTION employees. Specialists regularly attend advanced training courses, and the level of their training is tested on internal audits. Strict selection of personnel allows minimizing the impact of the human factor in the services of "MAKS PROTECTION".

Management team"MAX PROTECTION" is aimed at an individual approach to clients. Experts conduct a multi-level analysis and, based on its results, offer the most effective solutions to ensure the safety of the client. At the same time, the field of activity of MAX PROTECTION is not limited to private clients. Employees are familiar with the protection of state facilities and have proven themselves in this area.

The division's approach to end-to-end security services is unparalleled and ensures maximum efficiency in every situation.

The MAX OPERATION division has been operating on the market for more than ten years. the main task ensuring the most efficient and uninterrupted operation of serviced real estate objects. At the same time, the statute of limitations for putting an object into operation and the value of the level of complexity of the equipment do not play a role.

The comprehensive service offered by MAX OPERATION includes technical support equipment and engineering systems, as well as security proposals. This list includes the Maintenance and other planned and unscheduled works; design and installation of fire alarms and video surveillance systems, as well as a complex of repair and construction services. MAX OPERATION clients receive a full package of services from one contractor, which can significantly reduce costs and facilitate interaction between services.

The specialists of this division are always ready to offer several options for working with the object, depending on its specifics and the wishes of the client. An individual approach allows the customer to count on full mutual understanding with the contractor and, as a result, obtaining the highest quality result.

IN modern world equipment and equipment of modern buildings is becoming more diverse and complex. The main goal of this division is to provide comprehensive services for the operation of buildings. All employees understand the latest achievements of science and technology and use them in accordance with the recommendations and standards of manufacturers. This is the only way to ensure that the operability and security of an object of any complexity is maintained at the proper level.

The MAX CONSULTING subdivision has been engaged in consulting and auditing in the field of security for more than 10 years. The main task of the division is a comprehensive analysis of the situation, as well as a miscalculation of development prospects, taking into account the existing problems of the company, as well as individual features business.

Employees of "MAX CONSULTING" carry out a preliminary analysis of existing security systems. Naturally, such work is carried out in close cooperation with the customer's employees, who will bring you up to date and help take into account all the features.

The audit of the company's activities is carried out by highly qualified specialists who will not only be able to identify critical points in an already used system, but also offer ways to eliminate them. All consultants have served in law enforcement agencies in their time and have significant experience in Russia and abroad.

Also, MAX CONSULTING specialists provide assistance in the elimination of crisis situations, increase the efficiency of business processes and carry out effective management information systems and IT risks of the company.

The department's consultants set themselves the task of building mutually beneficial relationships in order to continue cooperation with the client on a long-term basis. "MAX CONSULTING" offers its clients audit services, legal services in the field of criminal, labor, tax, and other types of law.

The scope of services provided by the company "MAX CLEANING" is the cleaning of premises. In Russia, the firstcleaning companiesarose in 1992-1994. along with the advent of the first joint ventures, which at that time were the only consumers of their services. During 2012, the increase in the volume of the cleaning services market in Russia in monetary terms amounted to about 9 billion rubles in 2011, its volume was 45 billion rubles, and by the end of 2012, the cleaning market was already estimated by them at 54 billion rubles. During the past year, 2014, the volumes Russian market cleaning services increased, according to analysts, by about 1011 billion rubles, and amount to about 65 billion rubles at the end of last year.

Among the largest regions for the provision of cleaning services are Moscow, Krasnoyarsk Territory, Tyumen Region, the Republic of Bashkortostan, St. Petersburg, Khanty-Mansi Autonomous Okrug.Moscow accounts for 100-150 million dollars of the domestic cleaning market.

According to experts, there are more than 300 cleaning companies operating in the capital's market. According to the size of the business, they can be conditionally divided into 4 large categories:

largest operators (more than 500 employees) ~ 67%;
large operators (staff up to 500 people) ~ 15%;
medium operators (staff up to 200 people) ~ 7%;
small operators (staff up to 50 people) ~ 11%.

The range of standard services provided by almost all market players includes daily complex cleaning, as well as washing of vertical surfaces. Further, about 93% of all cleaning companies offer services for grinding and polishing granite, marble, porcelain stoneware and ceramic tiles, as well as cleaning adjacent areas and specialized cleaning services after construction works and fires. About 87% of the companies participating in the study provide additional services and personnel, for example, packers, movers and others, and 80% of the cleaning services market players also provide their customers with gardening services for adjacent and internal territories, garbage and snow removal.

The main clients of cleaning companies are supermarkets and shopping centers, manufacturing enterprises, transport and storage companies, medical and sports facilities, office and business centers, large international and Russian companies, banks, government agencies, hotel complexes, entertainment facilities (cinemas, clubs, casinos), railway stations and airports.

Figure 1.2.- Segmentation of consumers of cleaning services

The most lagging market segment, as many studies show, is cleaning in healthcare facilities. This state of affairs is explained by established habits, more stringent standards that exist in such organizations and the specific requirements adopted by them for the cleaning performed by the personnel of the cleaning company.

The dynamic development of cleaning services in these market sectors is due to their focus on the client: the positive image of the organization is largely determined by the state of its office - even the most complex architectural and design offices must be impeccably and professionally cleaned.

The criteria for choosing a cleaning company are: authority in the market, the cost and range of services provided, the level of equipment, technologies and chemicals used in the work, the qualifications of the staff, the system for monitoring cleaning performance.

House cleaning is by necessity in the modern business world. Daily cleaning on a contract basis is a fairly developed area of this company. The ability to order both a one-time cleaning and draw up a contract for cleaning the premises at a fixed frequency, with a convenient work schedule for the client this is a very common activity today that requires a large number data and perfectly suitable for an information system design example. Company employees give great attention control and quality of performed cleanings. Openness is also an important part of the company's work. The client has the right to know what, how and with what he does this company"MAX CLEANING". All chemicals have hygienic certificates, partners and customers can visit the production base and get acquainted with the technological capabilities and organization of work at the enterprise.

Cleaning is a modern and widely demanded service provided by various cleaning companies. Such cleaning is carried out by specially trained workers and is assessed according to high European standards.

In Russia, cleaning appeared in the early 1990s and, first of all, began to be in demand among large Western companies accustomed to professional cleaning in their homeland. The service combines a full range of activities designed for cleaning and maintaining cleanliness in residential, commercial and industrial premises, including cleaning facades, washing shop windows and other exterior surfaces of buildings. The list of services usually also includes garbage collection and snow removal from roofs and adjacent areas.

Currently, all services are carried out by qualified personnel with the help of modern technologies cleaning, using the latest products, specially selected for each surface separately, taking into account its physical, chemical and technical features. The cleaning market in Russia has expanded significantly and has great prospects for further development. In a couple of decades, people will forget what self-cleaning is and will turn to a company that provides these services. Indeed, not only the appearance itself, but also the health of the owner depends on the cleanliness of the premises.

The heads of many large and small firms have already managed to make sure that the cleaning offered specialized companies, in its quality significantly exceeds cleaning in the usual sense. Professional cleaning involves bringing the premises to an impeccable condition, such cleaning, ultimately, saves time, increases the service life finishing materials and enhance the prestige of the company.

Employees and managers of the company work as a single mechanism, highly appreciate not only the high quality of the services offered, but also analyze the ordered services, predict the situation on the service market, and, as a result, offer a constructive solution to emergency situations and the most effective solutions to customer needs.

In 2003, in order to improve the quality of customer service, it was decided to open a new division that will provide additional professional cleaning services. MAX CLEANING made its first steps in Moscow. The experience gained in the capital was used to enter the regions. And although at first there were enough problems, the company managed to cope with all the difficulties. In 2005, the company signed a contract with the METRO supermarket chain, becoming one of the first companies to provide cleaning services to supermarkets and hypermarkets. The staff of the company by 2010 consisted of more than 400 people. The staff works at sites throughout Moscow. Already by 2012 "MAX CLEANING" enters the regions of Russia. The first branches are opened in Krasnoyarsk and Kazan. The quality of professional cleaning of offices and shopping centers exceeds the expectations of regional customers. The company approached its 10th anniversary with a staff of 700 people. Whole further experience Gave me a wealth of knowledge in the field of cleaning.

The reputation of the MAX CLEANING company, which has been established in recent years, is of great importance. It requires taking into account the attitude of each of the employees to their work.

Figure 1.3.- Client companies of MAX-CLEANING

Interaction and communication with customers are essential components of success. It is very important to keep records of contracts with customers, all customer orders that reflect their needs.

flexible price policy, the professional level of training of employees, the use of a variety of equipment and chemicals, allows us to occupy a leading position in this service sector.

The cleaning company provides its services throughout the territory Russian Federation. The main part of the service area is the central part of the Russian Federation. The company works with many large legal entities (see Figure No. 1.3.).

Organizational structure of the company

The MAX CLEANING company consists of different divisions that perform different functions and tasks, the organizational structure of the MAX CLEANING company is shown in Figure 1.4.

Figure 1.4.- Organization structure

The Director General and his Deputy are in charge ofMAX-CLEANING company, which consists of the following departments:

Department for work with clients;
Department of work and others.

The scope of activity of the MAX-CLEANING customer service department is extensive: its main task is long-term cooperation and servicing of legal entities, analysis of their needs, level and direction. Negotiating with client companies, familiarization with the terms of sale of services provided by MAX-CLEANING, control over the performance of work all this is integral part work of this department.

The client company can apply to MAX-CLEANING and conclude an agreement on cleaning the premises. The contract can be one of two types:

service - is concluded for the purpose of obtaining long-term cleaning services,
one-time for a one-time provision of cleaning services.

At the conclusion of the contract, the manager of the company is obliged to find out all the necessary information about the client and his premises. If the client needs cleaning of several premises, the contract is concluded for each of them.

Depending on the type of premises (industrial, commercial, industrial, warehouse, etc.), a cleaning class is selected. The MAX-CLEANING company provides the following cleaning classes:

General one-time;
Economy one-time;
monthly;
weekly;
Quarterly.

The manager will help to agree on the class and terms of work on cleaning the premises in the event of a long-term service contract or a one-time order. When cleaning the premises, the client has the right to choose a combination of different classes provided by MAX-CLEANING. The cost of the contract depends on the chosen class of cleaning and the size of the room.

After the conclusion of the contract, planning and control over the cleaning will be transferred to the works department, the function of which is the timely and high-quality provision (performance) of cleaning services.

The work department includes the head of the warehouse, the driver, as well as the senior foreman and cleaners forming separate work teams. Upon receipt of data on cleaning, the senior foreman appoints a team and distributes workbetween the cleaners included in it, in accordance with existing standards for the selected cleaning class. Cleaning of the client's premises is carried out within the established time limits specified in the previously executed contract.

Control over the quality of the services performed is carried out by the senior foreman, who checks the performance of the task by each brigade cleaner and evaluates it on a five-point scale. As a result, they form an assessment of the work of the whole team. The senior foreman submits a report on the performance of work and its evaluation to the client manager.

After that, the client accepts the work and, if desired, can evaluate the quality of the work also on a five-point system. The client's assessment is recorded by the company's manager. The work is considered accepted with a score of “5”, with a score of “4-3”, the senior foreman sends a team to correct shortcomings, the bonus is not paid, with a score of “2 and below”, the teams redo the work completely and reorganize.

In the course of the analysis of activities to control the performance of work under the contracts of the MAKS-CLEANING company, a business process diagram was built, shown in Figure 1.5.

Figure 1.5.- Diagram of the business process of the customer service department and the work department

Analysis of the software and hardware of the customer service department and the work department

The company uses a network based on the "client-server" concept. For modern DBMS, the client-server architecture has become the de facto standard. The basic principle of the "client-server" technology is to separate the functions of a standard interactive application into four groups:

data entry and display functions;
application functions specific to the subject area;
fundamental functions of storage and management of resources (databases);
service functions.

The advantages of this system:

No duplication of server program code by client programs.
Since all calculations are performed on the server, the requirements for the computers on which the client is installed are reduced.

All data is stored on the server, which is usually much more secure than most clients. On the server, it is easier to organize permission control to allow access to data only to clients with the appropriate access rights.

Figure 1.6. Characteristics of the server of the department of works and the department of customer service

The interaction of remote users is not carried out by local network, but via the Internet. The customer service department and the works department are remote users.

Figure 1.7. Characteristics of the PC of the customer service department

Figure 1.8.- Software and hardware of the MAX-CLEANING company

Table 1.

Employee	BY	Flaws

1. Account manager Activity: conclusion of contracts.	Microsoft Office: Word, Excel, Access, power point.	It is not possible to calculate the number of crews for cleaning; Inability to calculate the cost of the service.
2. Senior foreman Activity: planning and control over the execution of cleaning. Obtaining information on cleaning the premises.	IOS, Android kitkat 4.4. Sending messages to e - mail about the status of the order.	Possibility of loss of necessary data; The problem of finding information about the client, his premises and contacts; Lack of timely assessment of the team's activities;

Table 1. (Continued)

The lack of introduction of control over the activities of cleaners.

3. Cleaner

Activity: timely and high-quality provision of cleaning services.

IOS, Android kitkat 4.4.

Cleaning activities are not recorded;

There is no possibility of timely transmission of a progress report;

The purpose of my final classification work is to develop an information system module for recording the quality of cleaning performed on various client premises.

To achieve this goal, it is necessary to perform the following tasks:

Analyze the activities of the MAKS company in monitoring contracts for cleaning premises;

Analyze ways to control the quality of cleaning

Create a list of requirements for the module;

Develop a database;

Develop user interfaces for the account manager and senior foreman;

BZD;

Economy.

List of requirements for module development:

Storage of data about clients, premises, contracts, cleaning classes, assessment of the quality of work performed.

Storage of data on cleaning of premises, estimates of work performed by each cleaner;

Calculate the assessment of the team's performance for the company manager;

Calculation of the number of crews required to clean the premises, depending on the class of cleaning and the size of the premises;

Comparative analysis of existing information systems

Customer Relationship Management System (CRM, CRM-system, short for English Customer Relationship Management)application softwarefor organizations, designed to automate strategies for interacting with customers (clients), in particular, to increase sales, optimize marketing and improve customer service by capturing customer information and customer history, establishing and improving business processes, and then analyzing the results. CRM system applicable in any business where the client is personalized, where competition is high and success depends on providing the most favorable conditions for the client.

CRM an interaction model that believes that the center of the entire business philosophy is the client, and the main activities are measures to support effective marketing, sales and customer service. Support for these business goals includes the collection, storage and analysis of information about consumers, suppliers, partners, as well as about the company's internal processes. Features to support these business goals include sales, marketing , consumer support.

Today in Russia there are many information systems customer relationship management. Prominent examples are:

"NOVA CRM" - simple and convenient system for work with clients, integrated with telephony, e-mail, and social networks.

Megaplan is a domestic business management system. Allows you to keep track of customers, record incoming requests, completed transactions and sales, manage all the finances of the organization, set and control the execution of tasks, optimize and improve the work of employees, analyze the effectiveness of the organization.

"AmoCRM" is a simple and reliable online CRM system, to use which it is enough to create an account on the corresponding website. You can work online from anywhere in the world. This is the ideal solution for dealing with regional offices and remote employees.

Table 2.

Technical requirements	NOVA CRM	"Megaplan"	"And moCRM"	My

1. Storage of data about clients, premises, contracts	«+»	«+»	«+»	«+»
2. Storage of data on the cleaning of premises, assessments of the work performed by each cleaner;	«+»	«+»	«+»	«+»

Table 2. (Continued)

3. Calculate the assessment of the team's activities for the company manager;	«+»	«+»	«-»	«+»
4. Calculation of the number of teams required for cleaning the premises, depending on the class of cleaning and the size of the premises;	«-»	«-»	«-»	«+»

To solve the tasks in the final classification work, the following are used:

database design method ER modeling. Heis a graphical description of the subject area in terms of "object - property - relationship". The use of ER modeling provides many advantages: it makes the analysis of the subject area more focused and specific; allows you to design AIS without reference to a specific target DBMS and select the latter at any time; when changing the used DBMS, it is not necessary to design again, you only need to take the step of transferring the ER model to the target one (if the target DBMS you have chosen is supported by this CASE tool, then such a transition will generally be performed automatically);
CASE tool Erwin . The advantage is the ability to create database structure diagrams that allow you to automatically resolve issues related to maintaining its integrity, as well as the independence of the logical model from the used DBMS, which allows you to apply universal methods for exporting it to specific DBMS.
DBMS is selected as the target DBMS MS Access. Access is a relational database management system that includes all the necessary tools to create a local database, a shared database on a local network with a file server, or a database on SQL server, as well as to create user applications that work with these databases. DBMS Access includes diverse and numerous relatively autonomous software, focused on creating database objects and user applications. Graphical design tools allow the user to create database objects and application objects using numerous graphical elements without programming.
As a data manipulation language language SQL . The SQL language is the basis of many DBMS , because is responsible for physically structuring and writing data to disk, as well as for reading data from disk, allows you to accept SQL- requests from other components DBMS and user applications. Thus, SQL is a powerful tool that provides users, programs, and computing systems with access to the information contained in relational databases. SQL independent of specific DBMS all common DBMS use SQL, because relational databasedata can be transferred from one DBMS to another with minimal modifications; the ability to create interactive queries SQL provides users with immediate access to data, while in interactive mode you can get the result of the query in a very short time without writing a complex program;

Design part

Description of the subject area

The company has its own vehicle fleet in Moscow, which includes 5 VOLVO vehicles, as well as 6 drivers assigned to each vehicle. Teams (3) performing complex cleaning of the premises, in the amount of 3 people each.

Company Services:

Complex cleaning of premises (commercial, industrial, warehouse and industrial);

The client, which can only be entity, refers to an employee of the company "MAKS" in the position of an order manager. The company provides its services, both at the request of the client himself, and for a long time (from 7 days and more).

With the order manager, the client discusses the following:

The client provides data on the premises in need of maintenance (type of premises, area, location);

The price, measured in rubles, is determined in the contract (100% prepayment):

At the request of the client (one-time) depends on the area of the premises, the type of cleaning and the number of crews involved.
Over a long period depends on the period of maintenance, frequency and area of the room.

An agreement containing:

Client's personal data
Room data
Service life
Number of teams involved

The quality of service will be checked by the client and the company employee who controls the result of the work of the team. In the case of a matching, unsatisfactory assessment of the client and the employee, the working group will be reprimanded up to and including dismissal.

The selection of cars available in the company's fleet will be carried out by a specialist in the selection of vehicles. He will evaluate the required number of crews to service the premises and the vehicles needed for transportation working group to the destination. The selection of machines is carried out immediately after the data provided on the premises by the client before the conclusion of the contract.

Feasibility study of development and implementation methods

For database design service center it was decided to use the ER diagram method. This method design was chosen by me, based on the following factors:

The ER-diagram method was taught to us in the discipline of the Database.

The design method using ER diagrams has a number of advantages, namely, visibility; the ability to design a database with a large number of objects and attributes;

ER-diagrams provide an opportunity to analyze the subject area more specifically;

The requirements for knowledge of the SQL language are reduced.

The ER model is based on three elements:

Essence
Attribute
Connection

I chose ERwin Data Modeler as the database computer-aided design system.

Microsoft Access was chosen as the DBMS. This DBMS was chosen by me, based on the following factors:

Microsoft Access was taught to me during my training;

Access allows you to quickly and easily create table queries;

When processing data, Access uses the SQL query language, which was also taught to me in the Database discipline.

Database Design

Concept design stage

Description of entities.

Entity selection.

Description of links.

Essence	Connection	Essence	PC	SU
Essence	Connection	Essence	PC
Premises	Provided	Client	1:m
	Serve	Employees
	Enter	Treaty
	Need (Included)	Order	m : n
	exposed	Cleaning


Client	consulted	Employees
	signs	Treaty

	Does	Order	1:m
	Rates	Cleaning


Employees	Make out	Treaty
	accept	Order
	Perform	Order
	control	Cleaning
	Perform	Cleaning


Treaty
	Allows	Order
	Obliges	Cleaning





Order	Requires	Cleaning


Cleaning

Conceptual data model in the Chen standard

ER diagram in ERwin environment

Fig.7 Logical model with redundant links

Model analysis

Composite attribute: - no

Multivalued attribute: Phone (company, representative)

Derived attribute:

Order cost = Type of cleaning (cost) * Room (area)

Contract price = Contract (term of service / frequency) * Premises (area)

Recursive links: - no

1:1 Relationship: Order Requires Cleaning

Redundant connections: yes

The entity Representative of the company appears:

Client consults Employee
Client Rates Cleaning
The client signs the Agreement
The client places an order

Premises are maintained by employees

Premises are being cleaned

Employees fulfill the Order

Employees supervise cleaning

Contract obliges Cleaning

M:n connection: yes

Employees are cleaning

Fig.8 The final model in Erwin

Physical design stage

Data schema in the environment of the selected DBMS

Fig.9 Database data schema

Implementation of basic queries

Rice . 9 Implementations of basic queries

Displaying a list of contracts for company managers

This request will allow you to view the list of contracts issued by him by the personnel number of the manager who enters the user. Such a request will allow you to quickly view information about the work of a particular manager of the company.

SELECT Employees.Tab_Number, Employees.Name, Employees.Phone, Employees.Position, Employees.Department_Number, Contract.Contract_Number FROM Employees INNER JOIN Contract ON Employees.Tab_Number = Contract.Tab_Number WHERE (((Employees.Tab_Number)=[Enter personnel number manager:]));

Viewing the assessment of the work of cleaners-foremen

This request will be sent to view the assessment of the work of cleaners-foremen. According to the assessment given by the client and the manager of the company, comments and measures to prevent further errors in the work of the cleaners can be put forward.

SELECT Employees.Name, Employees.Position, Cleaning.Customer_Rating, Cleaning.Manager_Rating, Employees.Team_Number FROM Cleaning INNER JOIN (Employees INNER JOIN Dc_Employee ON Employees.Tab_Number = Decrease_Employee.Tab_Number) ON Cleaning.CleaningNumber = Decrease_Employee.Tab_Number WHERE ( (( Cleaning.Cleaning_number)=[Enter cleaning number]));

Displaying a list of orders by the type of cleaning entered

This request will allow you to view the details of the order made by the client.

SELECT [Cleaning Type].[Cleaning Class], [Cleaning Type].Cost, Order.Order_No. FROM [Cleaning Type] INNER JOIN Order ON [Cleaning Type].[Cleaning Class] = Order.[Cleaning Class] WHERE (([ Cleaning type].[Cleaning class])=[Enter cleaning class:]);

Search for a company - client in the database

This request will allow the employee to enter the name of the client's company and display a list of previously executed contracts and orders, if any. Thanks to such a request, it will be possible to avoid re-entering information about the client's company.

SELECT Client.[Company Name], Client.Legal_Address, Client.Company_Phone, [Company Representative].Name, [Company Representative].E-mail FROM Client INNER JOIN [Company Representative] ON Client.TR = [Company Representative].TR WHERE ( ((Customer.[Company name])=[Enter company name:]));

Search for not / completed orders

This query will allow you to display a list of completed and unfulfilled orders according to the status entered by the user.

SELECT Order.Order_Number, Order.Status, Order.In_Date, Order.[Cleaning Class], Order.Due_Date FROM Order WHERE (((Order.Status)=[Enter Order Status:]));

List of premises by type

This query will allow you to display a list of rooms by the entered

room type by the user.

SELECT Rooms.Address, Rooms.Area, Rooms.Type, Rooms.NC FROM Rooms WHERE (((Rooms.Type)=[Enter room type:]));

List of contracts service period of which is more than 30 days

This query will allow you to display a list of contracts, the service period of which exceeds 30 days.

SELECT Contract.Contract_Number, Contract.Order_Date, Contract.Address, Contract.[Service Term (Days)]FROM Contract WHERE (((Contract.[Service Term (Days)])>30));

Calculating the cost of orders

This request will allow you to display the cost of the order by the number entered by the user. Thanks to this request, it will be possible to avoid errors when calculating the cost of orders.

SELECT Order.Order_No., ([Cleaning Type].[Cost]+[Cleaning Type].[Number of crews per unit area])*[Rooms].[Area] AS Order_Cost, Order.[Cleaning Class], Order.Status FROM Rooms INNER JOIN ([Cleaning Type] INNER JOIN Order ON [Cleaning Type].[Cleaning Class] = Order.[Cleaning Class]) ON Rooms.Address = Order.Address WHERE (((Order.Order_Number)=[Enter order number :]));

Calculation of the cost of contracts

This query will allow you to display the cost of contracts according to the contract number entered by the user. Thanks to this request, it will be possible to avoid errors in the calculation of the cost of contracts.

SELECT Contract.Contract_Number, ([Contract].[Service Period (Days)]/[Contract].[Frequency per year])*[Rooms].[Area] AS Contract_Price, Rooms.Address, Rooms.Type FROM Rooms INNER JOIN Contract ON Premises.Address = Contract.Address WHERE (((Contract.Contract_nom)=[Enter contract number:]));

Displaying a list of contracts by the entered date

This query will allow you to display a list of contracts drawn up in a certain period, which the user will specify.

PARAMETERS [Enter start date] DateTime, [Enter end date] DateTime; SELECT Contract.Contract_Number, Contract.Order_Date, Contract.Address, [Company Representative].Name, [Company Representative].[Contact Phone] FROM [Company Representative] INNER JOIN Contract ON [Company Representative].Email = Contract.Email WHERE ( ((Contract.Order_Date) Between [Enter start date] And [Enter end date]));

Employee Cleaning Estimate Update

This query will be able to update employee cleaning estimates if they are changed by the company manager.

UPDATE Cleaning SET Cleaning.Manager_Score = DLookUp("[Manager_Score]","[Arithmetic Average of Cleaning Score]","[Cleaning_No.]=" & [Cleaning]![Cleaning_No.]);

Conclusion

The purpose of this course project: to develop an information system module for the MAKS cleaning company, which provides complex cleaning services for various premises. This goal was achieved by me in the course of designing this module of the information system.

During the work on the final classification work, the activities of the MAKS company for cleaning various types of premises were analyzed and a list of requirements for the development of a database was formed.

The database structure was developed using the ER-diagram method and CASE - Erwin tools . The developed database supports all the requirements for working with data.

All requirements were implemented in the form of queries in the data manipulation language SQL :

Calculation of the cost of contracts;
Calculating the cost of orders;
Calculation of the cleaning score for each employee.

The main goal of implementation, as a rule, is to increase the degree of customer satisfaction by analyzing the accumulated information about customer behavior, regulating the tariff policy, and setting up marketing tools. Thanks to the use of automated centralized data processing, it becomes possible to effectively and with minimal participation of employees take into account the individual needs of customers, and due to the efficiency of processing to carry out early identification of risks and potential opportunities.

As key tool to win and retain customers, CRM-applications minimize the human factor when working with customers and allow you to increase the transparency of activities in the areas of sales, marketing and customer service.

At the same time, it is important to realize that automating the customer relationship process is an important, but not the only or primary step in building a customer-centric company.

Unfortunately, cleaning companies are representatives of small businesses for which specialized databases are not developed sufficiently. The existing CRM systems are mainly designed for large companies.

The information system module developed by me, which includes a database and a set of queries, allows you to fulfill all the stated requirements of a particular MAX CLEANING company.

List of information sources

Surkova N.E., Ostroukh A.V. Information systems design methods: Tutorial. M.: RosNOU, 2004. 144 p.
Nikolaev A.B., Rogova O.B., Stroganov V.Yu. Methodological foundations organization of diploma design. Tutorial. M. MADI, 2013. -111p.
Connolly T., Begg K., Strachan A. Databases: design, implementation and maintenance. Theory and practice, 2nd edition: Translated from English: Uch.pos. M. : Williams Publishing House, 2000. 1120 p.
Akchurin E.A. Human-machine interaction. Tutorial. M.: SOLON-PRESS, 2008. 96 p.

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