HOME RENOVATION LTD Vision-Be best provider of renovation services in the UKMission- Efficiently deliver the highest standard of home renovation services Strategic themesHigher Quality of service Improved service delivery, optimised resources for better qualityBetter Brand value Consistent relationships development between our company and suppliers, subcontractors, and customersWider Distribution New supplier relationship and broad service offering Strategic Objectives MeasureTargetsInitiativesFinancial Increase Profit Manage costsProfit Operational costIncrease 15% per year Decrease 10% per yearNew Financial management system implementation as part of EIS Improve Supplier relationship Management Long term contracts with the suppliers for lower cost Customer Improved Customer retention Improved Customer Satisfaction Customer retention rate Satisfaction rateIncrease by 10% next year Increase by 10% first year With Broad service offering We will include plumbing, electrical and gas services, carpenter services. Also, Maintenance plans offering. Create Customer Partnership and collaboration for solution Loyalty program Refer to friend program Integration of Front +Klaus customer communication tools for quality assurance to track quality metrics with ease and collaborate with our team Improve service delivery (better timing and quality) Customer consulting and live chat support With Consistent service improvement based on customers feedback. Internal Develop and Processes use customer Data base -Update Technology resources % of allocated money increase productivity of labour rateIncrease by 15% per year by 10% in next year Invest in implementation of CRM system, part of Enterprise IS Using CRM system will improve the customers experience and satisfaction. Also ease the decision making Update our operating systems, software, and hardware. Use Cloud computing Upgrade and protect our POINT-OF-SALE system Invest in security system, To protect our data we will utilize firewall and anti-virus software Learning and growth -Improve Employee Expertise Increase employee r
etention %Trained employees Employee retention rate 100%this year Increased by 10% first year Training and education CRM system training Build a corporate Intranet to communicate important information and keep everyone aligned. Give employees voice and improve engagement. Developing an attractive workplace culture Recognition and reward system Google Chat: Google Chat is an intelligent and secure communications tool built for teams. From direct messages to group chats. SurveyMonkey: SurveyMonkey helps you to learn whats working and whats not directly from your employees. Corporate Intranet is an essential tool that connects employees to places and polices. Helps keep them engaged and aligned to the busines mission. Employee compensation as bonuses, paid time off, health benefits and retirement plans We are going to communicate our strategy, and measure performance using BSC system. We set up our goals and then translate them into specific, measurable, achievable, relevant, and time-bound objectives. The BSC allows us to see our business in four perspectives Financial, Customers, Internal processes and Learning in growth In learning and growth perspective our goals are improved employee retention and increased employees expertise. The targets are increased employee retention rate with 20% for the first year and improved employee expertise to 100% trained employees. We believe that if we have all employees trained and if we appreciate them and reward them appropriately, this could decrease the employees turnover and reduce cost. In internal processes our aim is to develop and use customer data base. To do that we will increase the allocated money with 15% the first year and invest them in implementation of CRM system as part of Enterprise IS. Using CRM software will improve customer experience and satisfaction and ease the decision making. Our second objective in Internal processes perspective is to update technology resources and increase productivity of labour by 10% next year. We are going to update our operating system, software and hardware, use cloud computing, upgrade and protect our POINT OF SALES system. Invest in security system, will utilize firewall and anti-virus software. Improving the internal processes leads to reduced fraud risk, minimizes employees mistakes and will enhance productivity. Therefore, will impact customers satisfaction and retention, which are our objectives in customer perspective. The target for customer retention is increased by 15 % customer retention rate next year. To achieve this rate, our actions are offering broad service as plumber, gas, electricity and carpenter service. including Maintenance plan. Will create Customer Partnership and collaboration for solution and loyalty program. Our second objective in customer perspective is to improve customer satisfaction, the targes is increased satisfaction rate with 10% per year. Our initiatives here are integration of Trust pilot, Front + Klaus customer communication tools for quality assurance- to track quality metrics with ease and collaborate with our team. Will improve service delivery with better timing and quality. Will provide customer consulting and live chat support. If we make our customer happy and satisfied this will excel our financial performance. Our objectives in this perspective are to increase our profit and to manage cost. The targets are increased profit by 15%next year and decreased operational cost by 10% for next year.