Office Infrastructure Manual

Office Infrastructure Manual

Office Infrastructure Manual

MOLLY MAID, INC.

December 1, 2014

Table of Contents 1.1 Introduction..................................................................................................................................... 5 1.2 Purpose ......................................................................................................................................................... 5 2. Why Have an Office Infrastructure? .................................................................................................... 7 2.1 What is an office infrastructure?......................................................................................................... 7 2.2 Why do I need an office infrastructure?........................................................................................... 7 2.3 Office infrastructure strategy implementation begins during start-up............................... 7 3. Office Infrastructure Position Descriptions .................................................................................... 9 3.1 Job descriptions are essential .............................................................................................................. 9 3.2 Customer Service Representative ...................................................................................................... 9 3.3 Field Manager.......................................................................................................................................... 13 3.4 Estimator................................................................................................................................................... 16 3.5 Operations Manager ............................................................................................................................. 18 3.6 General Manager .................................................................................................................................... 21 4. Office and Field Staff Compensation ........................................................................................25 4.1 Hourly and Salary scales ..................................................................................................................... 25 4.2 Bonus and Incentive Plans ................................................................................................................. 26 5. A Picture is Worth a Thousand Words ...................................................................................29 5.1 Organizational Charts for Office Infrastructure Strategy ....................................................... 29 5.2 Average Weekly Sales $0-$8k ........................................................................................................... 29 5.3 Average Weekly Sales $8-$20k......................................................................................................... 30 5.4 Average Weekly Sales $20-$40k ...................................................................................................... 32 5.5 Average Weekly Sales $40-$60k ...................................................................................................... 34 6. Office Staffing ...................................................................................................................................37 6.1 Interview Questions.............................................................................................................................. 38 6.2 Recruitment Ads..................................................................................................................................... 42 7. Breakeven Analysis........................................................................................................................46 7.1 Break Even Analysis Spreadsheet ................................................................................................... 46 7.2 How to Use the Spreadsheet.............................................................................................................. 46

MOLLY MAID Office Infrastructure Manual Copyright  2015, Molly Maid, Inc.

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MOLLY MAID Office Infrastructure Manual Copyright  2015, Molly Maid, Inc.

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MOLLY MAID Office Infrastructure Manual Copyright  2015, Molly Maid, Inc.

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1. Introduction

MOLLY MAID Office Infrastructure Manual Copyright  2015, Molly Maid, Inc.

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1.1 Purpose of this guidebook

One of the most rewarding experiences a MOLLY MAID franchise owner can have is building and running a healthy and thriving business with a handpicked team of likeminded individuals. Office Infrastructure: A Guidebook is designed to help the Molly Maid franchisee plan for growth by implementing an office infrastructure strategy. The Guidebook will help answer questions like: When do I need to bring someone into the office? Who should that person be? What skills and experience should he/she have prior to coming on board? What position should I be filling? Where can I find qualified employees? What should I pay? Can I even afford to hire someone? Ideally, this guidebook is to be used as an information guide to assist you in building and maintaining a viable office infrastructure.

DO NOT USE THIS SAMPLE WITHOUT CONSULTING COMPETENT LOCAL LEGAL COUNSEL

1.2 Organization and use of this guidebook

The information included in this guidebook is presented in a series of steps to prepare Molly Maid franchisees for planning, building and maintaining an office infrastructure. Office Infrastructure: A Guidebook is organized in sections that may be read sequentially or independently. This guidebook is intended to be a basic orientation to building an office infrastructure.

MOLLY MAID Office Infrastructure Manual Copyright  2015, Molly Maid, Inc.

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2. Why Have an Office Infrastructure?

MOLLY MAID Office Infrastructure Manual Copyright  2015, Molly Maid, Inc.

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2. Why Have an Office Infrastructure? 2.1 What is an office infrastructure?

Merriam Webster’s Dictionary defines infrastructure as: "the underlying foundation or basic framework of an organization or system.” In our case, an infrastructure is the system that enables the franchisee to manage the company with the utmost efficiency, productivity and profitability. 2.2 Why do I need an office infrastructure? Simply put, without an office infrastructure, your role would forever remain as: franchisee, manager, administrator, estimator, HSP, chief cook and bottle washer. Seriously, building and running a growing business requires the work of many hands. At the very least the business needs a strategist, an implementer, and people to execute your vision. 2.3 Office infrastructure begins at start-up Prior to opening a new MOLLY MAID franchise, we recommend there be at least two full-time participants involved in the business to share the one hundred plus duties that need performing. The logistics of managing the initial operation requires coverage in multiple areas which, if done solo, would result in key tasks falling through the cracks. Typically a new business will open with the franchisee and a customer service representative hired to share in the division of duties.

MOLLY MAID Office Infrastructure Manual Copyright  2015, Molly Maid, Inc.

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3. Office Infrastructure Position Descriptions

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3. Office Infrastructure Position Descriptions 3.1 Job descriptions are essential

Consider the benefits that come with defined job descriptions and accountabilities for each position working within your office infrastructure:

 Company culture and operations tend to be much more organized, much less chaotic  Higher productivity is possible when the employee’s skill set and position requirements match  Every job is assigned and very little should fall through the cracks  Performance expectations are clearly defined  Job accountability becomes the norm  Recruiting is more focused because each position’s skills and level of experience is defined

 Position requirements promote consistent compensation  The company is managed objectively not subjectively

 The employee loyalty and commitment level increases when employees see that their actions make a difference in the overall success of the business 3.2 Customer Service Representative

Title: Customer Service Representative (CSR)

Implement Position: Prior to Opening

Suggested Pay Range: $10-$15 Hourly $400-$600 weekly

Bonus Possibilities: Sales Milestones Sales Goals

Phone Conversion Rate

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Basic Experience Needed: 1. Customer Service

o Phone skills o Sales skills o Customer complaint resolution

2. Scheduling 3. Computer:

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