Page 118 - Business Plans that Work A Guide for Small Business

Operations and Development: Execution • 109

Exhibit 5.2 Storage Items Put Away for the Summer

Strategically placing
a few pictures throughout
the plan helps commu-
nicate the business and
also draws the reader’s
attention.

5.2 centralized Systems

A number of key Lazybones operational functions are performed
The centralized strat-
at corporate headquarters (HQ). This includes the company egy will allow Lazybones
Web site, customer databases, and a customer call center. These to scale. Each component
can be performed more efficiently from a central location, and of the centralized systems
should provide econo-
keeping them centralized allows franchisees and store managers mies of scale and robust
competitive advantage
to focus on the quality and efficiency of their staff and services that increases with system
on campus. It also allows Lazybones to select managers and growth.
franchisees that lack experience with higher-level business
operations but have the work ethic to successfully run a facility. Today, every business
needs a Web site. Many
Web Site companies use a Web site
as a form of advertising
who they are and what
The Lazybones Web site will be the primary means for they do. Lazybones goes
further in that the Web
customers to sign up for laundry delivery and get information site is part of the customer
about the company’s services. It includes pricing tables, forms for interaction experience. Like
many e-retailers, customers
can buy and track their
delivery sign-up (including credit card payments), make service through the Lazy-
complaints, and find FAQs with answers to typical customer bones Web site.
questions and concerns. The Web site will specifically address key
issues that have proven to escalate the activity-based costs of customers and
their parents: scheduling of pickups, confirming these schedules, and tracking their
progress in real time. Laundry status is live-updated as it transitions from wash to
fold to delivery. Parents and students can also access storage status, insured