General Ops Manual

General Operations Manual

MOLLY MAID, INC.

January 1, 2015

Table of Contents 1.Introduction

3 2. Office Setup ................................................................................................................................................ 6 2.1 Location .................................................................................................................................................................... 6 2.2 Layout .................................................................................................................................................................... 7 2.3 Office Decor .................................................................................................................................................................... 7 2.4 Filing System .................................................................................................................................................................... 7 3. Record Retention Requirements 9 4. Equipment and Supplies 10 4.1 Computer/Software.......................................................................................................................................................................................12 4.2 Telephone ........................................................................................................................................................................................................13 4.3 Uniforms ...........................................................................................................................................................................................................13 4.4 Cleaning Supplies..........................................................................................................................................................................................13 4.5 Cleaning Equipment ....................................................................................................................................................................................13 4.6 Miscellaneous Items ....................................................................................................................................................................................14 5. Office Procedures 14 5.1 Introduction ..................................................................................................................................................................16 5.2Customer Telephone Inquiries ..................................................................................................................................................................16 5.3 Internet Request for Service......................................................................................................................................................................16 5.4 Booking, Performing and Recording the Estimate...........................................................................................................................17 5.5 Converting Occasional Customers ..........................................................................................................................................................18 5.6 Post Recurring Service Cleaning ..............................................................................................................................................................18 5.7 Gifts .......................................................................................................................................................................................................................18 5.8 New Customer Follow-Up...........................................................................................................................................................................19 5.9 Managing Customer Complaints ..............................................................................................................................................................19 5.10 Surveys .............................................................................................................................................................................................................20 5.11 Employee Inquiries .....................................................................................................................................................................................21 5.12 Weekly Closing & Report Review .........................................................................................................................................................21 5.13 Monthly Close, QuickBooks & Accounting ........................................................................................................................................23 5.14 Monthly Employee Recognition ............................................................................................................................................................23 6. Forms and Reports 23 6.1 Form Descriptions and Instructions ......................................................................................................................................................25 6.1.1 Tracking Sales Phone Conversion & Estimate Close ...................................................................................................................25 6.1.2 Service Estimate Sheet..............................................................................................................................................................................26 6.1.3 Estimate Pricing Worksheet...................................................................................................................................................................26 6.1.4 Rough Pricing Worksheet........................................................................................................................................................................26 6.1.5 Route Schedule.............................................................................................................................................................................................27 6.1.6 In-Home Estimate Leave Behinds........................................................................................................................................................27 6.1.7 Monthly Operating or Profit and Loss Statement.........................................................................................................................28 6.1.8 Payroll Calculator........................................................................................................................................................................................28 6.1.9 Employee Application Form...................................................................................................................................................................28 6.1.10 Employee Handbook...............................................................................................................................................................................28 6.1.11 Employment Agreements .....................................................................................................................................................................29 6.1.12 Bonding Applications .............................................................................................................................................................................29 6.1.13 I-9 Forms......................................................................................................................................................................................................29

MOLLY MAID General Operations Manual Copyright  2015, Molly Maid, Inc.

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MOLLY MAID General Operations Manual Copyright  2015, Molly Maid, Inc. 11.1 Key Handling ............................................................................................................................................................. 43 11.2 Key Storage ............................................................................................................................................................... 43 11.3 Key Coding System ................................................................................................................................................... 43 11.4 Key Master List ......................................................................................................................................................... 43 12. Payroll Adminstration ................................................................................................................................... 42 12.1 Collecting and Withholding Tax Status Information .............................................................................................. 46 12.2 Collecting and Withholding Tax Status Information .............................................................................................. 46 12.2.1 Federal Income Tax Withholding ......................................................................................................................... 46 12.2.2 Social Security and Medicare Tax Withholding ................................................................................................... 46 12.2.3 State Income Tax Withholding .............................................................................................................................. 47 12.2.4. Local Income Tax Withholding ............................................................................................................................ 47 12.3 Issuing Paychecks ..................................................................................................................................................... 47 12.4 Compute Employer Taxes ........................................................................................................................................ 47 12.5 Deposit Taxes Payable .............................................................................................................................................. 47 12.5.1. Federal Taxes Payable .......................................................................................................................................... 47 12.5.1. State and Local Taxes Payable ............................................................................................................................. 48 12.6 File Federal, State, and Local Reports ..................................................................................................................... 48 12.7 Deposit Federal Unemployment Taxes ................................................................................................................... 48 12.8 Deposit Federal Unemployment Taxes ................................................................................................................... 48 12.9.1. FUTA Tax Return (Form 940) .............................................................................................................................. 49 12.9.2. Federal Income Tax (Employer) .......................................................................................................................... 49 12.9.3. State and Local Returns ........................................................................................................................................ 49 12.9.4. Issuing W-2 Forms ................................................................................................................................................ 49 12.9.4.1. For Employees .................................................................................................................................................... 49 12.9.4.2. For the Federal Government ............................................................................................................................. 49 12.9.4.3. For the State Government ................................................................................................................................. 50 Page 2 Proprietary and Confidential Information 7. Estimating 30 8. Scheduling ................................................................................................................................................33 8.1 Team Size ..................................................................................................................................................................... 33 8.1.1. Two-Person Teams Work Best ............................................................................................................................... 33 8.1.2. Three-Person Teams While Building and Training .............................................................................................. 33 8.2 Which Day of the Week? ............................................................................................................................................. 34 8.4 Which Team ................................................................................................................................................................. 34 8.5 Route Utilization and Route Revenue ........................................................................................................................ 34 8.6 When to Start the Next Team ..................................................................................................................................... 35 9. Cars .............................................................................................................................................................33 9.1 Marketing/Service Vehicles .......................................................................................................................................................................37 9.2 Approved Specifications ..............................................................................................................................................................................37 9.3 Leasing Versus Buying..................................................................................................................................................................................37 9.4 Monitoring Automobile Usage ..................................................................................................................................................................37 9.5 Automobile Maintenance Programs.......................................................................................................................................................38 9.6 Automobile Decals..........................................................................................................................................................................................39 9.6.1 Identification.................................................................................................................................................................................................39 10.Uniforms ................................................................................................................................... 40 10.1 Approved Uniforms .................................................................................................................................................. 41 10.1.1 Office Staff Uniform ............................................................................................................................................... 41 10.2 Purchase of Uniforms ............................................................................................................................................... 41 10.3 Personal Appearance ................................................................................................................................................ 41 11.Keys ................................................................................................................................... 42

1.

Introduction

These are the standards which you will run your MOLLY MAID business. Service Approach to Business Operations MOLLY MAID is a service based business in which we provide professional residential house cleaning. Our long-term success is the result of providing a satisfactory experience for both for the customer and the employee. This manual describes the office and administrative procedures and systems that are the foundation of your office.

MOLLY MAID General Operations Manual Copyright  2015, Molly Maid, Inc.

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MOLLY MAID General Operations Manual Copyright  2015, Molly Maid, Inc.

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MOLLY MAID General Operations Manual Copyright  2015, Molly Maid, Inc.

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MOLLY MAID General Operations Manual Copyright  2015, Molly Maid, Inc. 2.1 Location Locate your office within your territory and nearest to your primary base of employees. The office location should to be easy to access, close to public transportation (if applicable), safe for your employees to come and go and secure for your MOLLY MAID vehicles. When starting out you do not need a large office space; 750 to 1,000 square feet will suffice and accommodate up to five teams. This would roughly translate to average weekly sales of $10,000. One of the biggest challenges in securing office space may be finding adequate parking for employee vehicles during the day and the MOLLY MAID vehicles in the evening. An office with five teams and the office staff will need anywhere from 12-14 parking spaces. The office should be on street level for convenience in loading and unloading equipment and supplies. There should be easy to access to water for mixing cleaning chemicals and installing a clothes washer and dryer. Restroom facilities should also be located conveniently within the building. Prior to investing money in signage for your office, check with your local community for sign requirements and restrictions. Also, if your office is located in a complex, refer to your lease requirements for specifics instructions. A clearly displayed MOLLY MAID sign increases your business’s visibility to enable potential employees to easily find you, as well as advertise your service. Before you commit to a sign, please consult with the marketing department for assistance and approval. 2.2 Layout Because office designs vary, the suggested basic layout is segmented into four primary areas predicated on a one room office. Should your office include multiple rooms, the layout is adaptable. The sections are noted below along with additional basic items typically found within the section: Customer Service Representative (CSR)  Desk and chair  Computer and 1-2 monitors  Phone and headset  2 Dry erase white boards Owner  Desk and chair  Computer, printer and 1-2 monitors  Phone and headset  Lockable file cabinet  Key cabinet  Shelving unit  Cleaning Supplies and Equipment  Mounted wall unit for cleaning chemicals Proprietary and Confidential Information Page 6

Sink Shelving unit Washer and dryer Table and chairs CD player Small refrigerator Coffee maker

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Employees 

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Shelving unit 2.3 Office décor Office furniture may be purchased from a variety of establishments such as office liquidators or resale shops and may include:  Full length wall mirror  Motivational Posters  Pictures  Plants 2.4 Filing System A lockable four-drawer filing cabinet is required to store general and sensitive information pertaining to the business as well as employee personnel files. An organized filing system will help you keep track of the necessary documents to build a successful business.

MOLLY MAID General Operations Manual Copyright  2015, Molly Maid, Inc.

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Requirements

MOLLY MAID General Operations Manual Copyright  2015, Molly Maid, Inc.

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MOLLY MAID General Operations Manual Copyright  2015, Molly Maid, Inc. 3.1 Requirements It is important to hold onto your business records only as long as they are useful or necessary to meet legal requirements. Retaining unnecessary records will soon use up all available storage space. The retention periods shown here are intended as general guidelines only. Before destroying any business records, always seek legal counsel. Type of Document Retention Period Accident reports/claims (settled cases) Check with your state laws Accounts payable ledgers and schedules 7 years Accounts receivable ledgers and schedules 8 years Audit reports Permanently Bank statements 3 years Cash books Permanently Chart of Accounts Permanently Canceled checks (for important payments, contracts, assets purchases, tax payments, etc.)(File them with the papers pertaining to the underlying transaction.) Permanently Canceled checks (except those noted above) 7 years Contracts and leases (expired) 7 years Contracts and leases still in effect Permanently Correspondence, general 2 years Correspondence, legal and important matters Permanently Correspondence, routine with customers 2 years Employee personnel records (after termination) 7 years Financial statements (year-end) Permanently General ledgers, year-end trial balances Permanently Insurance policies (expired) 3 years Insurance records, accident reports, claims, policies, etc. Permanently Internal audit reports (miscellaneous) 3 years Inventory records 7 years Invoices to customers 7 years Payroll records, summaries, and tax returns 7 years Petty cash vouchers 3 years

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Property records, including costs, year-end trial balances, depreciation schedules Permanently Purchase orders 3 years Receiving sheets 1 year Safety records 6 years Sales records 7 years Tax returns, revenue agents’ reports, and other documents relating to determination of income tax liability Permanently Time cards and daily reports 7 years Vouchers for payments to vendors, employees, etc. 7 years

MOLLY MAID General Operations Manual Copyright  2015, Molly Maid, Inc.

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MOLLY MAID General Operations Manual Copyright  2015, Molly Maid, Inc.

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MOLLY MAID General Operations Manual Copyright  2015, Molly Maid, Inc. 4.1 Computer/Software MOLLY MAID’s computer specs change as technology advances so it is recommended to contact the IT department for assistance. For those businesses looking for guidance to upgrade their current computer systems, see below: Memory (RAM) Purchase as much as you can get in the machine. RAM is (dollar for dollar) the biggest performance piece you can add to the machine, 4-8 GB minimum Processor (CPU) You don’t have to go cutting edge or top of the line for CCS. Save a couple dollars and go with a nice Intel Core i5, or decent AMD processor Hard Drive It is impossible (and I really mean impossible) to buy a machine with a hard drive that is too small, they do not make them anymore. Monitor/Screen Resolution Be careful. The recommended resolution for the Customer Care System (CCS) is 1440x900 or higher. The higher the resolution the more things you can fit on the screen (it also makes things look smaller). Dual monitors are recommended as this increases productivity quite a bit. As of spring 2014 a new business will receive the following as part of the Right Start initial package: Dell OptiPlex 7010 Ultra-Small Form Factor 8 GB RAM, 500 GB hybrid drive, 2.9 GHz Core i5 processor, 8x DVD R/W, 5-year NBD on-site warranty Windows 8 Pro MS Office Home & Business + Acrobat Sound bar for monitor Dell 23” monitors (two are highly recommended) Trend-Micro Titanium Anti-Virus (3 licenses) Battery Backup QuickBooks MapPoint There are several software packages used in MOLLY MAID business: The MOLLY MAID proprietary computer software program, the Customer Care System (CCS), is required to manage your business. The QuickBooks Accounting is supported by MOLLY MAID. A customized MOLLY MAID chart of accounts is provided by Clint Summers. The Lead Management System (LMS) is also provided for you to efficiently manage sales leads. MapPoint is a Microsoft software program that provides you with a geographical visualization and analysis of your territory and customers. Proprietary and Confidential Information Page 12

MOLLY MAID General Operations Manual Copyright  2015, Molly Maid, Inc. Proprietary and Confidential Information The MS Office Home & Business office application includes Outlook, Word, Excel, and PowerPoint. 4.2 Telephone The office will need a phone system that can support 3-4 lines. You will also need a headset for each employee answering the phone. 4.3 Uniforms Stock a variety of sizes of home service professional uniforms. It is important that HSPs always wear the full uniform to project the company’s professional image. This image is what distinguishes MOLLY MAID from its competitors. For uniform storage, a five-foot clothing rack works well. Refer to a later discussion of uniforms in this manual for more detailed information. 4.4 Cleaning Supplies A well-stocked supply of cleaning supplies is very important. This supply should include tile and grout cleaner, window cleaner, general purpose cleaner, and a powdered cleanser with a disinfectant such as Ajax or Comet. New franchisees are initially supplied with a selection of cleaning supplies. All containers and spray bottles should be clearly labeled and the law requires that you have a Material Safety >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27 Page 28 Page 29 Page 30 Page 31 Page 32 Page 33 Page 34 Page 35 Page 36 Page 37 Page 38 Page 39 Page 40 Page 41 Page 42 Page 43 Page 44 Page 45 Page 46 Page 47 Page 48 Page 49 Page 50 Page 51

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