WRITTEN REPORT BUSINESS PLAN

“RHFH Mobile Spa”

Faculty : FACULTY OF BUSINESS MANAGEMENT

Program : BACHELOR OF BUSINESS ADMINISTRATION (HONS.)
OPERATIONS MANAGEMENT
Program Code : BA244
Course : PRINCIPLES OF ENTREPRENEURSHIP
Course Code : ENT530
Semester : MARCH 2019
Group : NBO6A
Group Members : 1. HARIZ REZA MOHD YAZID
2017663466
2. FATIN AMIRAH BINTI TAJUL ‘ARUS
2017481602
3. RASFAN AKRAM HAJI AKMAL
2017481602
4. MOHD HELMI BIN BADARUDDIN
2017478288

Submitted to:
ENCIK AZMI BIN MAT

Submission Date:
26 May 2019

No Table of Content Page

1 Table of Content 2
 2 Introduction 3
3 Executive Summary 4
4 Company profile 5-6
5 Purpose of Business Plan 7
6 Environmental Analysis
6.1 Unique Selling Proposition (USP)/ Competitive Advantage 8
6.2 The industry and trends 9-10
6.3 Analysis predictions for industry or market segment 10
6.4 Services and Amenities 11
7 Description of Venture 12-13
8 Marketing Analysis & Plan
8.1 Customers segmentation 14
8.2 Competitors 15
8.3 Market Share 16
8.4 Target Market/Customers 17-18
8.5 Competition and competitive advantage 18-19
8.6 Marketing Strategy 20-21
9 Operation Plan
9.1 Machinery and other capital equipment 22
9.2 Operational Detail 23-24
9.3 Organization Business Structure 25-29
10 Financial Plan
10.1 Investment Cost 30
10.2 Financial Source 31
10.3 Financial Forecast 31
11 Conclusion 32
12 Appendices
- Business Canvass 33
- Resumes of the top management 34-37
- Location of Business 38
- Capital equipment and facility requirement 39-40

2.0 INTRODUCTION

Entrepreneurship learning pursues students with the knowledge, skills and motivation
to encourage entrepreneurial success in variation of surroundings. Entrepreneurship learning
focuses on the development of skills or attributes that enable the realization of opportunity,
where the approaches share an interest in achieving profit in form of monetary or
responsiveness of the customer. As students from group NBO6A on subject Principles of
Entrepreneurship (ENT530), Faculty of Business Administration, UiTM Puncak Alam, we
have decided to establish a business venture for the group project called “FHFH Mobile Spa”
as one of prerequisite assessment for this subject. For that reason, the written report business
plan is executed in order to meet the assessment requirement for this subject.

A business plan is a written description of one business's future, a document that tells
what an organization plan to do and how they plan to do it. In other words, the writing that
put on paper describing a business strategy, means it is a written business plan. Business
plans are essentially strategic. It covers the team, the operational model, financial analysis,
external environment, and implementation roadmap and risk analysis. Hence, business plans
are critical to the success of any new venture.

A business plans is very important and it is recommended for all start-ups before the
real business is executed. A business plans are all about walking the walk. People who write
business plans also proposes do more stuff, therefore doing more stuff such as researching
markets and preparing projections will increases the chances an entrepreneur will follow
through. Writing out a business plan compels its writer to review everything at once. For
instance, its value proposition, marketing assumptions, operations plan, financial plan and
staffing plan. In addition, securing funding almost always requires a formal plan. For
example, a venture capitalist, commercial banks, government-backed lenders and investors
will require a business plan for those who seeking financial funding.
3.0 EXECUTIVE SUMMARY

The following is a business proposal for our business venture “RHFH Mobile Spa”
consisting of the organization team, the operational model, financial analysis, external
environment, and implementation roadmap and risk analysis. We have included the 4Ws and
1H theory (Who, What, Whom & How) and the 4Ps (Product, Price, Place & Promotion) for
marketing purposes as documented set of tools that would leads us on the right foot.

We planned to set up a business of mobile car wash service, where we aimed on

providing a wide range of car wash services at customers’ door in minutes. In other words,
RHFH Mobile Spa is a car wash doorstep service which offering the advantage on less time
and energy consuming, and cost saving to its customers. Apart from that, RHFH Mobile Spa
providing personalized car wash experience to customers by introducing more features. It is a
service committed to consistently providing high customer satisfaction by representing
reliable tools and equipment while delivering a quality service at a competitive price.

The key resources to start up the business venture “RHFH Mobile Spa” are mobile car
wash, car wash tools and equipment, mobile application on Android and IOS as well as social
media such as Facebook for marketing medium and appointment slot purposes. Apart of it,
RHFH Mobile Spa is intended to be a friendly-user online car wash service platform which
deliver good quality service and prompt service based on customers demand from their apps.
At this moment, we decided that our RHFH Mobile Spa is put up to serve the small radius of
vicinity of Kuala Lumpur. Whilst the office is located at Fraser Business Park in Off Jalan
Loke Yew, the use of mobile car wash becomes handy to the business as it is easily within
reach to customer residence.
4.0 COMPANY BACKGROUND

Company’s Profile

Business Name : RHFH Mobile Spa

Form of Business : Partnership
Business Registration No. : 246178-S
Business Type : Car wash services
Business Address : G-1-01, Fraser Business Park, Off Jalan Loke Yew,
57322 Kuala Lumpur
Business Commencement : 4th April 2019
Date of Registration : 3rd April 2019
Business Telephone No. : 03-7887 1234
Business Fax No. : 03-7887 6789
Email address : rhfhautospa@gmail.com
Name of bank : Muamalat Bank
Bank Account No. : 0561 7434 8989
Source of Capital : Partners contribution
Business Partners & : 1. Mohd Helmi bin Badaruddin
Enquiries General Manager
H/P: +017-2172242
2. Rasfan Akram bin Akmal
Operations Manager
H/P: +013-3541301
3. Hariz Reza Mohd Yazid
Marketing Manager
H/P: +012-6659193
4. Fatin Amirah binti Tajul ‘Arus
Financial Manager
H/P: +010-2014549

COMPANY LOGO
 Our Motto

“New sparkle. New vision. New direction.”

Our Mission

“To provide convenience, spotless and welcoming doorstep car wash service.”

Our Objective

“To provide a high quality, wide range-service car wash at customers’ door in minutes so that
customers will perceive great value.”

LOGO DESCRIPTION MEANING OF LOGO

WATER DROP & CAR Car wash
HOUSE Wash at customer premise
RHFH MOBILE SPA The brand name
5.0 PURPOSE OF BUSINESS PLAN

The Entrepreneurs

Business plan is an effective guide for the entrepreneurs to define their goals and steps
needed to reach them. It will have specific purpose, vision and means for the operation.

Company Employees

These will serve as the employees’ guideline to ensure all activity will work towards the
objective of the company and employees could refer to this business plan in regards to their
job duties and be motivated to achieve their targets.

Suppliers

To convince the supplier of the viability of the business venture and in return they are willing
to cooperate and support the business to move forward. This will benefit both party in the
long-term alliance.

Financial Institutions

The business plan is to prove that all party involve in this business venture are serious to
achieve the targets. The business is currently financed by all partners but we would possibly
agree the role of financial institution to provide financial support for us to grow in future.

Customers

The customer will learn the uniqueness of the service. We will persuade the customers to try
on new type of service which will be very convenience to them and will buy the service for
its unique customer journey.
6.0 ENVIRONMENTAL INDUSTRIAL ANALYSIS

6.1 Unique Selling Proposition (USP) / Competitive Advantage

“RHFH Mobile Spa” is a business venture setup to cater a niche market of delivering
the doorstep car wash services to customers’ premise. As one of our target market includes
customers with no proper place, tools or sufficient access of water to get the job done, our
objective is to bring the service to be enjoyed by these customers especially the high
residential who faces difficulties to wash their own car. For this goal, we decided to located in
the city centre of Kuala Lumpur where the population is majority own or live in a high-rise
condominium or apartment where there will bring high market for our services. .

The company also aims to offer the job opportunity to local people rather than non-
local as it will benefit the company on creating a positive image among public and will yield
confidence among customers who are subscribe on our doorstep car wash service. As we
create a job opportunity to our own people, we are contribute to our positive economic impact
along with granting an ease and secure feeling while customers deal with our local workers.
We are stand for having faith in engagement with customers and response from them will
contribute to the business growth and our market share.

Besides that, the price will be affordable and the package plan can be tailor
accordingly at customer ease. The company is taking a month from the business registration
to properly setup the team, online booking facilities and the equipment tools to do the service
at customer premise. At the beginning, we limit the coverage where we are able to start up
with small capital and without the financial aid. We are targeting to run the business in a
small radius in a vicinity area of Kuala Lumpur city so the customer will enjoy a short
waiting queue as well as for us to strive to build a strong reputations. As the business
continually growing to expand, we aims to manage and handle bigger team and in more
competently.
6.2 The Industry and trends

According to Global Industry Analyst, Inc., a worldwide business strategy and market
intelligence source which published on July 2018, it stated that a growing vehicle population
and focus on vehicle maintenance to drive the global car washing machine services market.
The global Car Washing Service market is projected to reach an enormous returns by 2024,
driven by the steady growth in the world motor vehicle population, consumer focus on
vehicle maintenance against the background of growing awareness over the importance of
appearance in boosting resale value of the car, and the quiet Do-It-For-Me (DFIM) revolution
on-going in the new economy.

Besides that, technology advancements have help drive the commercial value of car
washing beyond the traditional do-it yourself home hand car washing. Moreover, driving the
popularity of car wash services are factors such as launch of loyalty programs by service
providers to attract new customers, growing environmental awareness over the benefits
offered by professional car cleaning in terms of optimum utilization of water resources and
proper disposal of solid waste and wastewater, hectic urban lifestyle, dwindling leisure time
and the growing popularity of Do-It-For-Me (DFIM) services.

6.3 Analysis predictions for industry / Market segment

Car washing systems are the systems that are being used for cleaning the exteriors and
interiors of the cars. It facilitates easy washing and cleaning of the automobile. The growth in
automotive industry leads to an increase in demand for the car wash systems. The other
factors driving the growth of the car wash systems market are the increase in production and
sales of vehicles, reduced instances domestic car washing, and high disposable income. Also,
the growth of the market is driven by features such as improved efficiency, higher safety, easy
management, reliability and time efficiency.
 Car washing systems are very common in developed countries. Consumers are
becoming more conscious of the benefits of car wash services such as improved efficiency
and safety. The rising environmental awareness among people is driving the growth of car
wash services, which ensures optimal deployment of water resources and proper dumping of
solid waste, thus helping the growth of market for car wash systems. Car washes service also
tends to save water, reduce groundwater pollution, and retain the car’s paint and finish.
Technological advancement and heavy investments in car wash systems also add to the car
wash system market. There is a growth in the need for professional car cleaning
organizations, which are capable of providing flawless car cleaning. Therefore, there is high
demand for a professional and reliable cleaning brand over the forecast period.

Other factors contributing growth of the market are continuous rise in

industrialization, increasing new car registrations, decline in gasoline prices and lower
interest rates on loans. Increase in the installation of mechanized and automated car wash
systems is further propelling the growth of the market. Consumers have become smarter and
machine savvy. Hence, there will be growth in the car washing system market during the
forecast period.

On the basis of application, the market has been segmented as passenger car and
commercial vehicle. The major players in the market offer a complete range of vehicle wash
systems, comprising machines that are designed specifically for the care and cleaning of car
interiors. The car wash system is deployed in passenger cars owing to its power of steam, hot
air and a wide range of accessories, which allow complete treatment of the car’s surfaces.

Meanwhile, Asia Pacific is leading the market of car wash system due to the growth
of the automotive industry. With the global economy experiencing a remarkable level shift,
major developing countries in Asia Pacific region have become manufacturing hubs for
global automotive players. The income levels of individuals have been steadily increasing,
resulting in a rise in their disposable income. It is expected to contribute significantly in the
growth of the market.
5.4 Our Services and Amenities

Like all other entrepreneurs, we as car wash business owners, will strive to keep our
customers happy. It is better to give them the satisfaction they are searching for. It is true that
customers go to car washes to have their vehicles cleaned or detailed, but adding the business
amenities can increase the profits and promote customer satisfaction and loyalty as well.

1. Car Care Products

Customers would appreciate us for the time and effort savings with the car wash
service we could provide them with car care products offered. Instead of customers spending
extra time and effort for them to look for car care products in other shops, they can just sit
back and get our seek advice from our experts on car care products. Since there is time
constraint and customers unfamiliar on car care products, the customer can directly get
recommendation from us rather than customers to look for suitable car care products at
outside. These products will include basic car cleaning materials that customers can use to
clean up minor messes and stains within their vehicles. At the same time, we will also are
able to generate the secondary revenues from the sale of car care products directly to
customers.

2. Personalised wide range of services

RHFH Mobile Spa is a standard and well-equipped mobile car wash and auto
detailing company that offers a wide range of services that revolves around the car wash and
auto detailing industry. We intend giving our customers every reason to always hire our
services which is why we have customized our services. Basically, our services will involve
us going out to services of clients’ needs. The services we will offer as a mobile car wash and
auto detailing company includes mobile automotive detailing services, mobile automotive
washing and polishing, mobile automotive washes and other complimentary services.
6.0 DESCRIPTION FOR VENTURE

RHFH Mobile Spa is a business venture started by four young entrepreneurs who
have a dream to deliver a doorstep car wash service in a manner that would give the
customers a feature of approachability and easy to access. We aims to strive to build a strong
brand name where we pledged to bring an excellent service to the customers’ door. “RHFH”
is a combination of first letter of all partners name involve in this venture. The idea started
when one of us experience an inconvenient situation at the car detailing shop and car wash
shop. An unfavourable experiences such as long queue, hot weather, no air conditioning room
and no entertainment ready for the customer to enjoy while waiting for their car to get done,
give new refreshing idea to sets up a business where we can see the potential in this market.

As the business partner, we are designing a new business where we can eliminate any
foreseen problems so as to solve these issue. As a normal car wash business will consuming
customers’ time, energy and cost to go the car wash place, we come out with an idea to
deliver the service while the customer can enjoy their leisure time at home. The target
customer is those who would like to avoid all the mentioned difficulties. For example,
employed citizen who having hectic daily life, customers who has no skill to clean
own car and those who have restricted time to go car wash by themselves as well as
customers with no proper place to wash their car, insufficient access of water or no equipment
to get the job done. For instance, RHFH Mobile Spa targeting customer on the high rise
building who do not have the luxury of car garage to let the RHFH Mobile Spa team to do the
job.

Moreover, this service will be a very suitable for those customers who owns more
than one vehicle. RHFH Mobile Spa is sending a team of two with a vehicle that carry water
supply and own electricity upon request so the task can be done without the help of the
customer to locate the basic supply for the team. RHFH Mobile Spa main product is a mobile
team that will do the vehicle cleaning service at customer premise upon confirmation of
booking. The service that we offer is not limited to certain package as customers could fully
customize the order. For an example, a customer could make an appointment at their
convenient time and they can decide whether they would like the mobile team to use the basic
resources like water supply and electricity with the purpose to reduce the charges. The goals
are to get as much as possible customers who will love the car wash service at their doorstep.

The challenge we will face in this business venture is this concept is a bit new to
customer hence there will be less response from customers. Other than that, there is very
limited number of mobile team as our current manpower. Thereby, we are set a sensible target
which is to have around 32 car washes per day with 2 mobile teams. That will give us a
monthly target of RM 20,800.00 by means of average RM25 per car.

This doorstep car wash service will be carried out by a mobile team. In order to
increase its efficiency on marketing, we decided to embark on online reservation via web and
also mobile application. The customer could make a reservation up to 7 days in advance and
could determine the location as long as it is within our coverage. For the beginning we only
cover certain area in Kuala Lumpur city centre to maximize the number of appointments
could be made within a day due to distance between customers to another play a significant
factor. What's more, there will be a membership program offer to customers as to gain more
market share. Through the membership benefit, the customer will enjoy special discount and
many more threats.

In conclusion, RHFH Mobile Spa would definitely attract the potential customer to
subscribe on our services and they could see the value of their money with type of service
deliver to them. We are confidence that this business venture will be reaching its potential in
two years’ time.
8.0 MARKETING PLAN

8.1 Customers segmentation

The profile for RHFH Auto Spa target customer consists of the following geographic,
demographic, and behaviour factors:

1. Geographic
 The immediate geographic target is the city of Kuala Lumpur.
 The total targeted population is just over 1.8 million

2. Demographics
The ratio of male: female is 51%: 49%. The reason for this discrepancy in the
male to female ratio is generally explained by the fact that men typically care more
about their automobiles. Men are more likely to spend money on their cars with
accessories and are more likely to buy a car as a reward for some accomplishment as a
treat for themselves. Women tend to view cars more so as an object of utility. Using
this line of reasoning, women are more likely to use the mobile car wash as they are
less concerned to wash their cars on their own and would prefer our service due to
time convenience.

There are 40% of the households have an income exceeding RM 10,000. Most
of the people in the area are working either for private sectors or government servants
and don’t have the time to wash car on their own. Most living in high rise buildings
and are the prime target for RHFH Auto Spa.

Behaviour Factors
 90% of the target customers owned their cars.
 Individual and family image is personified by the type and condition of the
automobile that they have.
8.2 Competitors

RHFH Auto Spa has three competitors in the same chosen location. One of them offers a low
quality and cheap service, another one focused on the outer city area and lastly another one
only provide service for exterior washing only. While it is most likely will shrink our market
share, we feel confident that the undergoing the quality of our wash and the entire experience
of utilizing our wash will encouragements customers to use our service.

Based on our market survey, we have comes out with our business strategy by allowing us to
communicate how we want our market to perceive our product and brand, and focus on the
particular benefits. Table below shows more on advantages and disadvantages of our
competitors.

Competitors Advantages Disadvantages

Mobile Car Wash  Cheap price • Low quality service
 Low operating cost • Only one worker, takes
longer time
• Old style wash - Use
bucket and bicycle
• Unknown water sources
• Wash exterior only

MaiBasuh  Established earlier (2016) • Use motorcycle to get to

 Have regular customer customers
 Use social media and mobile • Wash exterior only
apps • Lack of service options
 Quality service • Unknown source of water

Senang Cuci  Established earlier (2015) • Focus on outer part of

Mobile Car Wash  Eco friendly washing – use Kuala Lumpur, not in city
less water centre
 Longer operation hours (9.00 • Lack of promotion
am - 12.00 a.m) • Washing time takes too
 Competitive pricing long (40 minutes)
• Doubtful campaign - use
less than 1 litre of water
8.3 Market Share

One of the three car wash operators studied possessed more than 50 percent market share of
their target markets. However, their service is limited to exterior washing only.

The market share before “RHFH Mobile Spa” enters the market.

Current Market Share

5.88%

35.29%

58.82%

Mobile Car Wash MaiBasuh Senang Cuci

The market share after “RHFS Mobile Spa” enters market.

Target Market Share

20.69%

41.38%

34.48%
3.45%

RFHF Auto Spa Mobile Car Wash MaiBasuh Senang Cuci

RHFH Mobile Spa is confident that within 3 years of entering the market, we will cover 41%
of the market share in Kuala Lumpur. We might also cover more areas in the Klang Valley.
8.4 Target market/ customer

The customers we are targeting have their cars washed based on the quality of the job. They
do not mind spending a little more expenditure to have their car washed and cleaned in order
to keep the paint work in excellent shape. RHFH Mobile Spa segments its customers by type
of car ownership. RHFH Mobile Spa believes that the type of car that a person owns says
volumes about their driving, and, therefore their car washing and detailing requirements.

1. New car owners: Owners of new cars are most likely to use a hand car washing
service, not machine wash. These owners take great pride in their cars and will make
sure their cars are always cleaned and washed. The goal with these customers is to
promote regular use of the wash and vacuum service. It is aimed to demonstrate that
RHFH Mobile Spa will keep customers’ car appearance as good as it is.

2. Older luxury car owners: These people have either owned their high-end luxury cars
for several years or are unable to afford the expense of a new luxury car but want the
feel of relaxed driving. Both of these groups want to keep their cars in the best shape
possible. Those who have bought second-hand cars will often spend many hours in
their cars and will place high importance on keeping their cars looking good. These
owners will ensure their cars get regular washes and cleaning.

3. Sports car owners: These people are often younger or middle-aged men and will
regard the look of their car as important. They will also pride themselves on the look
of their car and will have their car hand washed at least weekly. These drivers will
keep their cars so clean.

4. Lifetime owners: Many of these people have owned their cars for more than five or
six years and are more likely to be women. They are attached to their cars as friends
and though it may be more sensible for them to purchase a new car, they will want
their car in for a wash occasionally, just when the car is dirty. They preferred their
cars to look presentable and want to keep it in good shape but are not tied up in the
look of their car.
 5. Dealerships: There are a lot of new and used car dealerships within the proposed
location of RHFH Auto Spa. These dealerships often use outside car wash services to
detail their vehicles before they are put up for sale.

6. Local businesses and government agencies: Some local businesses and government
agencies have fleets of cars and small vans that must be kept clean to maintain their
company image. These businesses and agencies will be looking for a cost effective
and efficient car washing service to perform this service and will prefer to use a car
wash service during the week rather than during weekends, like the general public.

7. High rise residential car owners: One of the targets is to bring the service to be
enjoyed by high residential car owners. The potential is high due to them having
difficulties in washing the cars on their own.

8.5 Competition and competitive advantage

RHFH Mobile Spa is more than just washing customer’s car. We, as in car was
services line, we offer the new methods and experience, along with the increasingly popular
social media and mobile apps, and we are constantly on the lookout for trends that will lead
us to new markets. Furthermore, our prices are competitive, and we offer a better value to our
customer in time, ease of operation and expense. We will provide a safe, secure environment
to wash and clean a vehicle. This will appeal to all age groups of women, as well as men.

RHFH Mobile Spa seeks to position itself as the premier door to door auto washing
service provider in the Klang Valley area. This positioning will be achieved by leveraging our
competitive edge. RHFH Mobile Spa focus in this service-dependent business is to provide
the highest quality service, at the fairest price, to the largest percentage of the target market
population as possible. This will foster a repeat customer base.
Advantage over Competitors

To reach our agreed price listing for each car wash package, we carefully examined
fifteen car wash facilities in Klang Valley. We analysed each facility's wash packages and
then compared the price of the package to its service contents to make a qualitative
determination on the quality of service provided versus the cost of the service. Unfortunately,
what we discovered was that, in most cases, the service provided did not warrant the higher
price charged to the customer. The customer was not receiving any significant increase in the
service received. Therefore, we carefully constructed our wash packages to ensure that our
customers received the best possible service for the price charged.

Our survey indicates that the wash's performance is directly proportional to the type
and make of equipment used, and the skills of the workers. Therefore, in keeping with our
business objective of providing the highest quality service possible, we've decided to
purchase the most technologically advanced equipment available and ensure our workers are
given enough training before doing onsite job. This will provide us with a qualitative edge
over all the car wash facilities.

Disadvantage over Competitors

We believe there are only two temporary advantages a competitor could have over RHFH
Auto Spa.
 Customer base - We will need time to firmly establish a sturdy customer base.
 Business experience - We lack daily experience in the industry, which our competitors
have garnered over time.
8.6 Marketing strategy

Our marketing strategy is two-fold. First, we must develop a loyal customer base on
which to build our business. Second, we must cultivate and expand this customer base to
ensure a long lasting and solid relationship with our repeat customers and continued vitality
of the business with the addition of new customers. The strategy will use several different
methods to achieve these goals.

Advertising and promotion strategy

Since it’s a new business and people are not aware of this service yet, we must
advertise extensively to make them aware of this new opportunity of car washing and
detailing service. The message that RHFH Auto Spa will seek to communicate is that their
hand washes are superior to the machine-washed alternatives that can actually cause harm to
cars, and the advantage of door to door washing service on offer which are very convenience
to customers. This message will be communicated through several different methods.

The first method is the placement of advertisements in the social media platform. The
social media, Facebook, is well established and will reach a high portion of the target market
segment due to their heavy users. Other than Facebook, we will also use other platforms such
as Instagram, WhatsApp, and other popular platforms.

The second method, we will send leaflets and flyers to the residents and companies in
the area to create awareness so that they could be interested in our service. Additionally, there
will be an on-going marketing plan promoting the car wash throughout the year utilizing
these methods as well as banners and signs, and happy customer referrals and testimonies.

The entire foundation of our business rests on our pledge to provide quality service at
a reasonable price. We will portray our business in such a manner. Additionally, we are
genuinely interested in the positive development and quality of our market area's business
community.
Pricing Strategy

After careful analysis of Klang Valley’s car wash operator's pricing practices, we
crafted a pricing strategy that we believe more closely aligns service with price. Our system
incorporates a three-tier pricing scheme. In accordance with our pricing strategy, our Basic
Wash will cost RM20.00, our Advanced Wash will cost RM25.00, and our Deluxe Wash
package will cost RM30.00. Additionally, we will provide customers the option to customize
their own wash package from a list of individual service options offered. These options will
range in price from RM3.00 to RM10.00.

Customer Loyalty Strategy

To build a solid repeat customer base, we will offer bonus services. On a customer's
first wash service, we will provide them with a card to keep track of service taken from us.
On a customer's fifth wash service, he or she will receive a free basic wash.
9.0 OPERATION PLAN

9.1 Machinery and other capital equipment

Quotation for setup new car wash mobile vehicles and car wash equipment comes with offer
package of RM 29,700.00 (Ringgit Malaysia Twenty Nine Thousand and Seven Hundred
Only) from our supplier Goodwells Car Goods Sdn. Bhd. Cheras, Selangor.

Description Qty Unit Price Amount

(RM)
1 Van 2 units 10,000.00 20,000.00
2 Electronic Generator 800W 2 units 1000.00 2,000.00
3 Water tank 70/100 Gallon 2 units 150.00 300.00
4 Vacuum Cleaner Heavy Duty 1800W 2 unit 250.00 500.00
5 Water Pump – 12 V 100W 2 sets 80.00 160.00
6 Car Wash Shampoo 5L 30 units 38.00 1,140.00
7 Tyre Shine 500ml 24 unit 5.00 120.00
8 Glass Cleaner 500ml 24 units 15.00 360.00
9 Car Wash Sponge & Towel 24 units 5.00 120.00
10 Renovation
- Wiring for all machine
- Installation Piping Inlet & Outlet
- Water Tank 2 units
- Painting Van 2 units 5,000.00
- Sticker for Price List & Instruction
- Supply and Install Partition
- Transportation
SST 0% 0.00
Total 29,700.00

9.2 Operational Detail

Business Hours

Our RHFH Mobile Spa working day will be run a 19 hours service from Monday-
Thursday and Saturday-Sunday and even during Public Holiday. Our operating hours
comprises of 2 shifts which are 9am-6pm and 2pm-11pm. The reason being is through the
market survey and feasibility study, we figured out that there are various potential prospects
with different work shift that would plan their car to be washed by the car wash service.
Hence, we provide an extended range of time for them to available to make the appointment.

Given a 2 team from different shift, we are targeting to wash vehicles of total 32 units
per day for period of 19 hours service. It is projected that within one hour period of time, it
takes roughly 2 customer’s vehicle to be finished the washing activity at customers’ premise.
There is also rest assured that we will ensure the manpower is sufficient in order to fulfil
customer demands. In term of quality, we will ensure the car wash finishing quality to be
sustained throughout the services take place. At this point, we are positively can align with
our organization target which is to have around 32 car washes per day with 2 mobile teams.
That will give us a monthly target of RM 20,800.00 by means of average RM25 per car.

Customer Service Policies

Our policy regarding customer complaints is “We will provide a no questions for a request a
re-wash when someone complains about quality”.

To avoid quality problems, we will use the following approach:

1. Take pictures before, during and after washing/process.

2. Request the customer to confirm that the vehicle has been washed over the phone.

This method is best suited for quick customer comments and reviews.
Payment Options

Accepting a wider range of payment options is more beneficial for customers. In

addition to accepting cash, RHFH Mobile Spa also accepts credit card payments through a
dongle like Square attached to a smartphone. In physical, we are providing a set of VeriFone
VX670 GPRS Wireless POS Wireless TERMINAL Credit Card Machine Cash Register for
each mobile team to ease the customers’ payment through credit card.

Have a good Communications System

For a phone operator and customer service, we will need a procedure to take incoming
phone calls and emails from new prospects and past customers. There are sophisticated
automated voice mail services that can tell the caller more about our services and then give
the option of scheduling an appointment, leaving a message or connecting live to our smart
phone. Once the caller initiates the selected option we will be notified immediately.

We have found that both Bookfresh.com and Ringcentral.com provide excellent

virtual services for handling our incoming calls and even scheduling detailing appointments.
Utilizing the features of these services will free up our time while representing our business
as a state of the art company. It is recommended at the end of each business day we must
contact any leads or appointments that were handled with our virtual office, there is nothing
like talking or emailing our contact direct. We will be sure to check your emails several times
per day for prospects that are looking to book an appointment or have questions about our
services. We can easily check and reply to emails on our smart phone.
9.3 Organization Business Structure

We are quite aware that the success of any business lies in the foundation on which
the business is built on, which is why we have decided to build our mobile car wash and auto
detailing company on the right business foundation. As a matter of fact, we are set out to
build a mobile car wash comprise of dedicated workforce who will go all the way to ensure
that our customers are satisfied and they get value for their money.

In other to achieve this, we aware that it takes a business with the right employees and
structure to achieve all what we have set to achieve, which is why will be putting structures
and processes in place that will help us deliver excellent services and run the business on auto
pilot. The success of our mobile car wash and auto detailing business will be anchored on the
team not on any individual. Through the wide range of our service offerings, we are only
expected to employ more than it is required to run a conventional mobile car wash business.
Definitely, we will have various employees to man the various services offering of RHFH
Mobile Spa.

RHFH Mobile Spa will employ professionals and skilled people to occupy the
following position which are General Manager, Financial Manager, Marketing Manager, and
Operating Manager, phone operators cum customer service, field workers such as mobile car
operators and auto detailers and van drivers.

Roles and Responsibilities

General Manager:

1. Responsible for providing direction for the business

2. Creating, communicating, and implementing the organization’s vision, mission, and
overall direction. For example, leading the development and implementation of the
overall organization’s strategy.
3. Responsible for fixing prices and signing business deals and payment of salaries
4. Responsible for signing checks and documents on behalf of the company
5. Evaluates the success of the organization
 6. Responsible for managing the daily activities in the organization
7. Ensure that the facility is in tip top shape and conducive enough to welcome
customers
8. Prepares budget and reports for the organization
9. Defining job positions for recruitment and managing interviewing process
10. Carries out staff induction for new team members
11. Responsible for overseeing the smooth running of HR and administrative tasks for the
organization
12. Design job descriptions with KPI to drive performance management for all employees
13. Regularly hold meetings with key stakeholders (clients and member of the board) to
review the effectiveness of the business Policies, Procedures and Processes
14. Maintains office supplies by checking stocks; placing and expediting orders;
evaluating new products.
15. Ensures operation of equipment by completing preventive maintenance requirements;
calling for repairs.
16. Defines job positions for recruitment and managing interviewing process
17. Carries out staff induction for new team members
18. Responsible for training, evaluation and assessment of employees
19. Oversee the smooth running of the daily activities of organization.

Marketing Manager:

1. Identifies, prioritizes, and reaches out to new clients, and business opportunities et al
2. Identifies development opportunities, follows up on development leads and contacts,
involve in the structuring and financing of projects and assures the completion of
projects.
3. Writing winning proposal documents, and involve in negotiation of fees and rates
4. Responsible for handling business research, market surveys and feasibility studies
5. Responsible for supervising implementation, advocate for the customer’s needs, and
communicate with clients
6. Develops, executes and evaluates new plans for expanding increase sales
7. Documents all customer contact and information
8. Represents RHFH Mobile Spa in strategic meetings
 9. Helps to increase sales and growth for RHFH Mobile Spa

Financial Manager:

1. Responsible for preparing financial reports, budgets, and financial statements for the
organization
2. Provides managements with financial analyses, development budgets, and accounting
reports; analyses financial feasibility for the most complex proposed projects;
conducts market research to forecast trends and business conditions.
3. Responsible for financial forecasting and risks analysis.
4. Performs cash management, general ledger accounting, and financial reporting for the
organization
5. Responsible for developing and managing financial systems and policies
6. Responsible for administering payrolls
7. Ensures compliance with taxation legislation
8. Handles all financial transactions for RHFH Mobile Spa as internal auditor for RHFH
Mobile Spa

Operating Manager:

1. Welcomes clients and visitors by greeting them in person or on the telephone;

answering or directing inquiries.
2. Ensures that all contacts with clients (e-mail, walk-In centre, SMS or phone) provides
the client with a personalized customer service experience of the highest level
3. Through interaction with clients on the phone, uses every opportunity to build client’s
interest in the company’s products and services
4. Manages administrative duties assigned by the manager in an effective and timely
manner
5. Consistently stays abreast of any new information on the organizations’ products and,
promotional campaigns etc. to ensure accurate and helpful information is supplied to
clients when they make enquiries
Cleaners / Pressure Machine Operators (3 person):

1. Responsible for handling core services offering that revolves around mobile
automotive detailing services, automotive washing and polishing, car detailers, as
well as car and truck washes.
2. Clean up after customers and clean work area.
3. Maintain a clean working area by sweeping, vacuuming, dusting, cleaning of glass
doors and windows, if required.
4. Ensure that toiletries and supplies don’t run out of stock
5. Handle any other duty as assigned by the manager

Van Driver (3):

1. Responsible for transporting equipment, supplies and workers to project site

2. Run errand for the organization
3. Handle any other duty as assigned by the manager.
 RHFH Mobile Spa Organization Chart

General
Manager
Mohd Helmi bin
Badaruddin

Operations Manager Marketing Manager

Rasfan Akram bin Hariz Reza Mohd Yazid
Akmal

Financial Manager
Fatin Amirah binti
Tajul'Arus

Phone Operator cum

Van Customer service
Driver Worker / Operator
10.0 FINANCIAL PLAN

10.1 Investment Cost

Description Qty Unit Price Amount

(RM)
1 Van 2 units 10,000.00 20,000.00
2 Electronic Generator 800W 2 units 1000.00 2,000.00
3 Water tank 70/100 Gallon 2 units 150.00 300.00
4 Vacuum Cleaner Heavy Duty 1800W 2 unit 250.00 500.00
5 Water Pump – 12 V 100W 2 sets 80.00 160.00
6 Car Wash Shampoo 5L 30 units 38.00 1,140.00
7 Tyre Shine 500ml 24 unit 5.00 120.00
8 Glass Cleaner 500ml 24 units 15.00 360.00
9 Car Wash Sponge & Towel 24 units 5.00 120.00
10 Renovation 5,000.00
11 Administration & Stationaries 50.00
12 Telephone and line installation 1 unit 300.00
13 Computer 1 unit 2,316.00 2,316.00
14 VeriFone VX670 GPRS Wireless POS 2 sets 717.00 1,434.00
Wireless TERMINAL Credit Card
Machine Cash Register
15 All-in-One Printer 1 units 246.00 246.00
16 Mobile App 3,000.00
Total 36,800.00
10.2 Financial Source

The organization consists of four shareholders that are standing together to set up this
business venture. For start-up, we not required a business loan but we are not denying that
there will be a business loan application in future as the business will continually growing to
expand, we aims to manage and handle bigger team and in more competently. Consequently
in future, we will have an allocation of a new and larger team in order to cover many areas. In
place of our financial source, we has decided to use each of us, the partners’ contribution to
start the business. It is allocated that each of each would contribute RM 11,500 each to start
this doorstep car wash business, totalling amount of RM 46,000 as whole. As for profit
sharing, the net profit will divide equally among partners.

10.3 Financial Forecast

Revenue Amount (RM)/month

1. Car wash services 20,800.00
2. Cross-selling of Car care products 780.00
3. Membership plan
-1 year membership: RM12 1,200
Total sales/month: 22,780.00

Operational / Administrative Expenses

1. Office rental 1,000.00
2. Utilities (Electric, water) 100.00
3. Phone & internet bill 300.00
4. Flyers for marketing purpose 60.00
5. Salary
- Cleaner/Operator: RM 1,200 x 3 workers
-Customer service: RM 1,200 x 1 worker 7,200
-Driver: RM 800 x 3 workers
Total expenses/month: 9,200

Net Profit (Total Sales – Total expenses): 13,580.00

11.0 CONCLUSION
 12.0 APPENDICES
RHFH Auto Spa
The Business Model Canvas for “RHFH Mobile Spa”

Key Key Value Customer Customer

Partners Activities Proposition Relationships Segments

 Car  Basic:  RHFH Auto Spa  Take good care  Employed citizen who
Shampo Wash and is a car wash of the mobile having hectic daily
o Rinse doorstep service car wash facility life.
supplier  Standard: which offering to show the  Customer who has no
 Detailin Wash and the advantage professionalism experience to clean
g Liquid Interior on less time and image. own car and those
Supplier cleaning energy  Ensure all staff who not used to go
 Skilled  Premium: consuming, and are well-trained car wash.
car Wash, cost saving to and friendly  Customer who enjoy
wash Interior its customers. attitude with the privilege on
worker cleaning, customers to having the
 Marketi Waxing &  RHFH Auto Spa achieve professional/
ng Polish is a friendly-user maximum experienced worker to
team.  Additional online car wash customer make his/her car clean
: Engine service platform satisfaction. and sparkling.
bay which deliver  Build customer  Customer with no
cleaning good quality loyalty via proper place, tools or
service and promotions, sufficient access of
prompt service rewards, free water to get the job
based on services on done.
customers selected  Contemporary
demand from occasions and customer who prefer
their apps. discounts doorstep service so
benefits. that customer get
 RHFH Auto Spa advantage on time,
Key providing Channels energy and cost to
personalized car search the car wash
Resources Mobile apps.
wash place.
Social Media.
experience to
Mobile car Eg: Facebook
 customers by
wash Online
introducing
Car wash Marketplace
 more features.
tools and Provider Eg:
equipmen Mudah,
t Superdeals
 Mobile Direct to
applicatio consumer. Eg: A
n on tour to
Android residential
and IOS. areas.
 Social
Media
(eg: FB)
Cost Structure Revenue Streams

 Fixed cost: Staff Salary.  Services charges.

 Fixed cost: Mobile App subscription.  Sales revenue from cross-sell car wash related items.
 Fixed cost: Mobile car wash  Membership plan,
installment.  Up sell service charges.
 Variable cost: Car Shampoo.
 Variable cost: Other cleaning liquid.
 Variable cost: Utilities and
transportation cost.
 “RHFH MOBILE SPA” SHAREHOLDERS RESUME

Name : Mohd Helmi Bin Badaruddin

Position : General Manager

Date of Birth : 07 January 1985

Age : 34 years old

Marital Status : Married

Origin : Kuala Pilah,Negeri Sembilan

Qualification : - Bachelor of Business Administration (Hons.)

Operations Management (UiTM)
- Diploma in Telecommunication Engineering
(MMC)

Working Experience : Technical Manager at Veriva Systems Sdn Bhd

(2014)
Name : Rasfan Akram Haji Akmal

Position : Operation Manager

Date of Birth : 06 January 1979

Age : 40 years old

Marital Status : Married

Origin : Wilayah Persekutuan Kuala Lumpur

Qualification : - Bachelor of Business Administration (Hons.)

Operations Management (UiTM)
- Diploma in Town & Regional Planning (UiTM)

Working Experience :Department of Strategic Planning at Malaysian

Timber Industry Board (2003)
Name : Hariz Reza Mohd Yazid

Position : Marketing Manager

Date of Birth : 07 Jun 1981

Age : 38 years old

Marital Status : Married

Origin : Wilayah Persekutuan Kuala Lumpur

Qualification : - Bachelor of Business Administration (Hons.)

Operations Management (UiTM)
- Diploma in Accountancy (UiTM)

Working Experience :Statistics Officer, Department of Strategic

Planning at Malaysian Timber Industry Board
(2003)
Name : Fatin Amirah binti Tajul ‘Arus

Position : Financial Manager

Date of Birth : 28 October 1991

Age : 28 years old

Marital Status : Single

Origin : Teluk Intan, Perak

Qualification : - Bachelor of Business Administration (Hons.)

Operations Management (UiTM)
- Diploma in Polymer Technology (UiTM)

Working Experience : OCBC BANK (M) BERHAD (2012-2014)

RHB BANK (M) BERHAD (2015-2017)
ACCENTURE MALAYSIA (2018)
AEON WELLNESS MALAYSIA (2019)
“RHFH MOBILE SPA” OFFICE LOCATION
 “RHFH MOBILE SPA” CAPITAL EQUIPMENT AND FACILTY REQUIREMENT

RHFH equipment & machines

Generator 800W Water pump set

Water tank 70/100 gallon Vacuum cleaner heavy duty

1800W
Car wash shampoo Tyre shine

Car wash sponge and towel