FUNDAMENTALS OF MANAGEMENT (MGT162)

SCHOOL OF INFORMATION SCIENCE, COLLEGE OF COMPUTING, INFORMATICS AND MEDIA, DIPLOMA IN INFORMATION MANAGEMENT (IM 110) FUNDAMENTALS OF MANAGEMENT (MGT162) REPORT TITLE: GROUP PROJECT: HANS CLEANING SERVICE PREPARED BY: NUR SYAFIQAH BINTI MUHAMAD ZAIDI (2022613714) NUR ILIA HUDA BINTI BUKHORI (2022485926) NUR ALMA QISTINA BINTI ZAMRI (2022871514) FARAHIYAH NAJA BINTI MOHAMAD NAZRUL YUSMAN (2022886564) KIM 1101D PREPARED FOR: MADAM INTAN NAZRENEE BINTI AHMAD DATE OF SUBMISSION: 15 JANUARY 2023

TABLE OF CONTENT 1.0 INTRODUCTION 1.1 Name of Business 1 1.2 Type of Business 1 1.3 Logo of Business 2 2.0 PLANNING 2.1 Vision 3 2.2 Mission 3 2.3 Type of plan – standing & single use plan 4 3.0 ORGANIZING 3.1 Organizational Structure 5 3.2 Job Responsibility 6 3.3 Span of Management 7 4.0 LOCUS OF DECISION MAKING 4.1 Program decision and non-program decision 8 5.0 MOTIVATION 5.1 Motivation Theory 9 6.0 LEADING 6.1 Leadership Theory 10 7.0 CONTROLING 7.1 Types of Controlling 11 8.0 CONCLUSION 12 Page i

1.0 INTRODUCTION 1.1 Name of Business HANS CLEANING SERVICE was established by four partners. It was a combination of the first letter in each group member’s name. The name given has been agreed by all group members and the important thing is this name is unique and easy to remember for everyone. Furthermore, the reason why we chose the cleaning service because it is a short word for our trademark which is “Healthy and Neutral Service”. 1.2 Type of Business HANS CLEANING SERVICE provides all sorts of material and house cleaning services starting at RM250. Our eco-friendly cleaning services include deep cleaning. Deep cleaning involves moving furniture around. It is perfect for larger houses and properties with pets. Next is general cleaning. The main focus is on simple cleaning tasks like tidying up, vacuuming, or wiping the floor and potentially additional tasks like dishwashing and clutter removal. Finally, green cleaning uses environmentally friendly cleaning techniques and cleaning supplies that are non-toxic and safe for the owner of the house and the environment. 1

1.3 Logo of Business HANS is the combination of the first letters in each group member’s name. In addition, HANS is also described as a “Healthy and Neutral Service”. Next, the meaning of the equipment symbol in the logo is the cleaning equipment used during cleaning. Furthermore, there are two colors used in the logo. First, the color pink which symbolizes femininity to the company owner. The second color is purple which symbolizes the bearer of calmness and alertness to tasks. In addition, the symbol of the star symbolizes the tasks that we do are clean and orderly. Finally, ESTD 2022 is the year our company was established. 2 i

2.0 PLANNING 2.1 Vision To become a significant cleaning services solution provider in 2023. 2.2 MISSION To be the first option solution provider by creating a positive impact on the quality environment, providing an exclusive service at affordable prices, and prioritizing customers satisfaction. 3

2.3 Type of Plan – Standing & Single-Use Plan OPERATIONAL PLANNING Operational planning is designed to implement specific action steps to support strategic and tactical plans. There are two types of operational planning which are a standing plan and a single-use plan. We have 3 missions. The standing plan that we use in the first mission is prioritizing customer satisfaction and the policy is customer policy. The procedure for the first mission is as greeting customers, asking customers what they need, speaking respectfully to customers, explaining to customers our detailed services, showing customers our cleaning services process, being quick to respond when the customer asks, accepting customers’ suggestions, and escorting customers out of the office. The rules, we need to speak respectfully when the customers give feedback and accept any complaints from the customers. We cannot treat customers differently because it can make customers disappointed. Next, we cannot be rude towards customers because customers are always right. In addition, for the second and third mission we agreed to use a single use plan type of operational planning. For example, the second mission is creating a positive impact on the quality of the environment. The program for this mission is the “Clean for Life” campaign will be implemented on 22nd April 2023. Next, for the project such as we advertise “Clean for Life” campaign in social media like Instagram, TikTok and Facebook for promote our service. We also paid the photographer to take some picture during the campaign, food kiosk, and we also hold coloring contest for the child of the client. The budget that we set for the advertisement is RM350, the photographer is RM450, the food kiosk is RM1750, and the coloring contest is RM150. The total for the budget is RM2700. The last mission is providing exclusive services at affordable prices. The program that we set is “Eid Special Offer” which will be implemented on 26th June 2023. The project for the program is we make a special banner to attract customers, we also paid some influencer and commercial our exclusive service in all social media. Last but not least is the budget. The budget that has been set for the banner is RM250, an influencer is RM350 and commercial is RM450. The total for the budget is RM1050. 4

3.0 ORGANIZING 3.1 Organizational Structure HANS SERVICE Company uses a functional structure. The departmentalization of government has various benefits. Inside this departmental structure, specialization is encouraged based on each employee's role within the company. For instance, the production manager is in charge of making sure that each service’s quality is made a priority by using high-quality and maintaining our service in good shape. The marketing and advertising manager is also in charge of creating both offline and online marketing strategies to service sales. The finance manager makes it easier for the business to specialize in accounting and cash flow management. In contrast, our company's operations are now more efficient. It is simpler to communicate and fulfil the mission successfully when tasks are organized according to clear objectives. In addition, other managers already are aware of their status inside the organization. CEO Farahiyah Naja Binti Mohamad Nazrul Yusman Finance Manager Nur Alma Qistina Binti Zamri Financial Planning Mei Mei Budgetting Shawn Lee Marketing and Advertising Manager Nur Syafiqah Binti Muhamad Zaidi Service Manager Faghirah Fatini Binti Kazaruddin Customer Service Adhiraj A/L Advay Customer Loyalty Daiwik A/L Dayaram Planning and Strategic Manager Nur Ilia Huda Binti Bukhori 5

3.2 Job Responsibility The CEO is Farahiyah Naja Binti Mohamad Nazrul Yusman is responsible for making decisions regarding investment. CEOs need to identify and set priorities according to the time frame considered in management or organizational programs. Next, the CEO needs to define the company’s global strategy in areas such as IT, HR, or Business. In addition, the Finance Manager is Nur Alma Qistina Binti Zamri. She needs to assist in the achievement of the company’s financial target by preparing reports on time. Other than that, she needs to complete or compile data for short-term and long-term financial plans. She also needs to develop and support the needs of facilities and information infrastructure for other departments. Furthermore, for Marketing and Advertising Manager is Nur Syafiqah Binti Muhamad Zaidi. The task that she needs to do is finding the best way to promote the services on social media like Instagram, TikTok and Facebook to attract all people. Next, she also must do a copywriting to attract the customer and some editing about daily service video. Lastly, she also should manage the website to promote and fill it with the video to attract customer from other country. Next the service manager is Faghirah Fatini Binti Kazaruddin. The task that she needs to do is make sure the customer be satisfaction to our service. She also must take action immediately if have any complain from the customer. Lastly, she also gives customers correct information about our service that we offer. Last but not least, Planning and Strategic Manager is Nur Ilia Huda Binti Bukhori. The planning and Strategic Manager manages the analytical and research activities. She also needs to manage subordinate staff the day-to-day performance of their job. 6

3.3 Span Of Management HANS SERVICE uses a tall span of management because the manager will only be supervising a small number of people. Other than that, in HANS SERVICE have more manager will be employed in the organization. Using this kind of structure, we may categories the jobs offered depending on their performance function and ability. The managers can monitor of tight their employees more easily oversee the staff. Furthermore, the management is under tight control. Additionally, it facilitates quick communication between managers and employees. In this way, there may be quick communication between managers and employees. 7

4.0 LOCUS OF DECISION MAKING 4.1 Program decision & non-program decision Programmed decision-making involves those decisions that already have a plan or rule in place and is used to reach a solution or conclusion. In other words, managers have already made such decisions, and it's a repetitive and routine process. They follow already established guidelines and formal patterns. Our company has made the decision. The first problem is that the appliance is not enough, so before starting work, the employees must thoroughly check the appliance. It will make it easier for employees to perform their work. Furthermore, the employees could not handle the job's demands at once, so the way to solve this problem is for the manager to set the maximum number of hours a worker can take in a day by the management. Last but not least, if cleaning department workers are not present at the appointed time. To solve this problem, the manager should provide additional workers who have experienced cleaners of house cleaning. non-programmed decision making is an unexpected and unpredicted problem. When nonprogrammed decision making happened, managers need to make or have a backup solution. The manager must be well aware of the problem. Next, the manager evaluates the underlying problems of the issues. After that, the management needs to look for an effective solution to solve the problem. For solution, manager need to list as much as possible as a backup plan. Furthermore, management has to discuss the solution that the manager has already prepared and chooses the best one to. They need to think about the advantages and disadvantages that might happen in the future. Finally, the manager will implement the alternative and monitor the progress. 8

5.0 MOTIVATION 5.1 Motivation theory Our service company is applying Maslow’s Hierarchy of Needs Theory as our motivation approach. We can see that hierarchy has several positives that might support our management team and staff in achieving our company's objectives. We believe that a person's motivation to consistently perform in a particular manner at work is influenced by a variety of elements. There are five fundamental needs in this theory such as self-actualization esteem needs, social needs, safety needs and physiological needs. Physiological needs are the management distributing water dispensers to the employees in every building to get clean water and make it easier for the employees. The second physiological need is the office has a convenient cafe. It may even give them the boost of energy they need and get positive vibes. Other than that, the manager also provides air conditioning in offices to create a comfortable working environment. In addition, the manager will pay every employee their full and fair payment on time. For safety or known as security needs, the management offers biometric fingers for attendance and access to a specific room to prevent any burglaries. Lastly, the building's manager installed CCTV to defend against threats and a dangerous working environment both inside and outdoors. In social needs, the management has planned activities for the personnel to celebrate holidays including Hari Raya, Chinese New Year, and Deepavali. These kinds of staff-related events will build our sense of community even further. For esteem needs, the management should give the awards of the year's top workers at the annual grand dinner to show their appreciation and motivate their staff. Furthermore, selfactualization need is the management should make sure that only eligible worker is employed in position roles for employees to guarantee that our organization will be attentive when recruiting to pick the best workers in our company to reach their goals. That motivation occurs when every person tries to satisfy every level of need. The lower must be satisfied first to be motivated to fulfill the higher-order needs. 9

6.0 LEADING 6.1 The Ohio state university studies When discussing leadership, a leader is required, Farahiyah Naja Binti Mohamad Nazrul Yusman serves as the organization's leader. A leader is someone who can control others' actions without ever using force and who is recognized as a leader by their followers. In order for an organization's members to contribute to the accomplishment of its goals, a leader must inspire and direct them. Leadership is the practice of influencing others' behavior to achieve a specific goal or persuade people to act in a certain manner or take a given course. For this corporation, leadership is important since it may improve organization, get collaboration, promote teamwork, and inspire employees to do quality work. HANS SERVICE Company we use the Ohio State University Studies. It’s because our CEO will train the employee to be became a good leader. In the Ohio State University Studies have two critical behaviors called task orientation and employee orientation. Task orientation is the CEO make sure that employee in the organization works together to achieve the goals that have been set in our vision. So, CEO will be arranging the employee with their specific job. Furthermore, the manger must monitor all the performance of the employees. Other than that, the operations manager will lead workers through the cleaning procedure step-by-step so they can truly understand and can use it while working. Thus, each employee of the HANS Service firm is expected to obey the operational manager's instructions on the cleaning service procedures to achieve our goal. Relation orientation is the CEO reward the staff for their excellent performance during annual grand event in the company to show appreciation and motivate their employee’s job. Besides, the manager must provide all convenience in office to ensure that employee loves their jobs. Finally, the manager will take employees on special vacation to help them decompress and unwind. Because of that, the employees will be happy and grateful when the manager see their efforts and the employees will be more ready and willing to complete their work with enthusiastic. So, our company can achieve our goal successfully. 10

7.0 CONTROLLING 7.1 Types of controlling Controlling is a process through which managers regulate organizational activities to make them consistent. The types of controlling that we choose feedback control. There are some reasons that come from customers. For instance, customers complain about bad service. As a solution for this problem, the marketing manager needs to quickly respond to their complaints and handle the customer honestly and fairly. The operational manager should take action immediately to change our service skills. Our team of staff will also improve their service day by day so that the customers will be satisfied with our fast response. Next, customers criticize our service, along to fix this problem, we need to accept it with an open heart. The way we accept it, the manager should take action right away on the employees who are responsible during the job by motivating them professionally to avoid any problem that can occur in the future. Finally, customers are praising our services. To solve the issues, customer service must reply with polite words like “thank you” and appreciate their feedback. So, the team of HANS SERVICES must maintain the service quality that can ensure customers get the best service from us. Lastly, customer honor feedback on our service. Therefore, the marketing manager should post the feedback in public which can attract more customers and people can know that we put the comfort and pleasure of the customers first. So, the other customers can make an appointment with our company. 11

8.0 CONCLUSION A company in cleaning is profitable and one of the rare businesses in Malaysia. It is because of fewer competitors in the cleaning business. It is acceptable all over Malaysia. The cleaning service is not easy to set up. There are pros and cons to build this organization. The growth of cleaning services is socioeconomic changes and technological developments. It is convenient and easy for people who do not have time to do a cleaning in their own house. Cleaning services have a good impact on the environment and others. Besides, all these management involved in this project have a big effect on HANS SERVICES because it led our company to become a better company than before. Using various types of management gives us hope that our business can be the first-choice cleaning service for Malaysians in 2030 and also earn more profit and welcome more new customers by trying our services. With this management also we can train our employees to be responsible workers towards the tasks given and they can give a full commitment to everything that is involved with the high-level organization. Finally, we as a top-level organization hope that HANS SERVICES can open branches around Asia, and we wish that this business will always be the first-choice cleaning service for Malaysians in 2030. 12