We present a step-by-step business plan for a cleaning company: calculations, tables, tips, useful video.

♦ Initial investment: 192,000 rubles
♦ Cleaning company payback period: 14 months
♦ Project profitability: 25%

For housewives, this is a familiar routine. For a workaholic who disappears for days in the office - a nightmare. And for the owners of cleaning companies - the opportunity to earn money by helping others.

Opening your own business in this direction is not so difficult.

The main thing that is required of you is to create in order to outline the path of its development and receive the necessary investments from sponsors.

Why start a cleaning company?

Interesting fact:
The most expensive cleaning service is cleaning after a fire. Imagine how high-temperature smoke eats into walls and even the smallest cracks, which subsequently need to be cleaned with special devices and chemistry, taking into account all the techniques, as well as knowledge of what and how to clean, so as not to spoil and what not.

For a newcomer to the business, the idea of ​​starting a cleaning company is the perfect solution. First of all, because it will require a very small (compared to other ideas) amount of capital investment. In the future, you can always expand and develop.

But for starters, it is enough to have a set of cleaning equipment and desire. After all, even the entrepreneur himself can perform the functions of a cleaner!

Of course, in the future he will take over the managerial reins, and for this work he will hire other people.

No office is needed, because the work takes place on the territory of the client. And orders can be taken with only a computer and a phone.

There will also be clients.

More and more people prefer to shift their worries onto the shoulders of others, although they could perfectly manage on their own.

But why not take advantage of this for young and ambitious aspiring entrepreneurs?

Cleaning company business plan: planning

Business plan summary

The current business plan describes a project to open a cleaning company in Ryazan.
Project leader: Ivanov I.I.

Goals pursued:

1. Providing the population with high-level cleaning services using special equipment and high-quality chemicals at affordable prices.
2. Getting profit from a cleaning company.
3. Organization of a company with a high level of profitability.

Marketing section of a business plan for a cleaning company

Like all other types of public services, this one suffered a significant decline during the crisis period of 2008-2009.

At the moment, the situation has completely stabilized and there is a clear increase in demand for cleaning services.

In such advanced settlements as Moscow or St. Petersburg, the niche is almost completely occupied (excluding highly specialized areas). But in the city of Ryazan there is a place to open a new cleaning company.

Target audience of cleaning companies

If earlier the main audience was considered to be people with an exceptionally high level of income, now the main contingent is represented in the current business plan by the following categories:

• income level – average and above average;
• men and women are roughly equal in proportion.

This is due to a decrease in prices for cleaning services and an increase in the pace of life in modern cities.

People are increasingly trying to shift routine matters onto other people's shoulders. However, despite the growth of this indicator among individuals, commercial organizations remain the main clients of cleaning companies.

At the same time, the distribution of demand for services according to the business plan looks like this:

• daily cleaning of premises, territories - 65%;
• cleaning after special circumstances (fire, installation of equipment, moving) and additional types of services - 20%;
• garbage collection, snow removal from roofs, washing of glass vertical surfaces - 15%.

Advertising campaign

Although the market for cleaning services is growing, the number of consumers does not change significantly. This means that in the current conditions it is necessary to pay special attention to the advertising campaign.

It must be launched before the opening of the company and financed in sufficient quantities. When the organization reaches the payback level, it will be possible to spend smaller amounts.

And until this moment, you can use the following tools listed in the business plan:

• mailing with profitable offers to potential customers among commercial organizations;
• creation and promotion of a cleaning company's own website;
• placement of advertisements in periodicals of thematic direction;
• ordering uniforms for employees with the name of the company and a memorable logo to increase the level of recognition of the company.

Competitive advantages

In order for the organization to flourish and firmly occupy its niche in the service market, cleaning company business plan should contain such an item as competitor analytics.

You need to make a selection, which will indicate the names of firms, a brief description of the activity. And most importantly, you need to determine what ensures their popularity with customers.

Thanks to this analysis, you can make a list of competitive advantages.

The current business plan includes the following items:

• availability of exclusive services;
• attractive price-quality ratio;
• ordering special cleaning products from leading suppliers;
• modern cleaning equipment;
• high qualification of employees.

Services for a business plan for a cleaning company

For a full-fledged description of the future enterprise in the business plan, it is imperative to highlight the following question: what services will you provide to the population?

The list of options is extensive and may include such items:

• cleaning of residential premises and offices (after repair work, general, daily);
• care for different types of floors (parquet, granite, marble);
• dry cleaning of carpets and upholstery;
• washing glass and glass surfaces;
• care and tidying up indoor plants, yard lawns, lawns;
• snow removal from the roof.

The list in this business plan is far from complete and may be supplemented by your exclusive offers.

In addition, as your business develops, you can connect new, related areas.

For example, often cleaning companies are also engaged in the selection of household staff.

cleaning company staff

Guinness Book of Records:
A man named Terry Burrows entered the record book. It is considered the fastest window cleaner in the world. He managed to clean 3 standard office glass (meter by meter) in nine and a quarter seconds using a small mop and a couple of liters of water!

Even in large cleaning companies, as a rule, there is a need for only three positions: personnel officer, manager, cleaner.

At first, the owner can take on the responsibility of selecting specialists for the team. But a growing business will require hiring an invited specialist who will devote all his free time to this process, and will act more professionally.

Rarely any firm can do without a manager. This position is often referred to as an administrator. His responsibilities include monitoring the quality of services, purchasing goods and accounting for their consumption, coordinating the receipt and fulfillment of orders.

No matter how important the previous two positions are, the “backbone” of your cleaning company will be the cleaners. Contrary to popular belief, experience and special knowledge are very important for this employee.

You do not want to pay damages from the company's funds for an expensive carpet, spoiled by the inept cleaning of an employee, do you?

But their number is directly related to what load of orders you plan.

To start, it is enough to accept 3-5 people on the staff. Their salary and positions are specified in the business plan.

cleaning company equipment

As with any other project, quality professional cleaning equipment is of great importance for a cleaning company.

The standard kit, which should fall on every cleaner, includes:

• mop for the floor (flat mop);
• cart on wheels with a container for household chemicals and rags, a waste compartment and a wringer;
• scraper to remove dried dirt;
• special napkins;

Among the large equipment that is also worth buying for the company:

• vacuum cleaner;
• window cleaning tool

If you plan to bet on cleaning industrial premises, offices, shopping centers, it will be difficult to do without a special floor scrubber.

Its cost is quite impressive: 100,000-450,000 rubles. However, such equipment can replace several cleaners at once. In addition, the speed and quality of cleaning with its help definitely increases.

Specifications should be included in the business plan.

Cleaning company business plan: implementation

“It is difficult to say what is important in life. Life is meaningless on its own. You just need to find something to do to occupy this gap between birth and death. What is the meaning of life? Yes, he is not. Having children is a reproductive function, it lies outside of us. What to strive for? Some quantitative factors hardly motivate a person. Don't eat two breakfasts. You have to find something to do. You just came up with some kind of game for yourself, and you play it.
Entrepreneur Sergey Galitsky

Schedule for opening a cleaning company

The opening calendar plan in the business plan of a cleaning company is drawn up both for investors and for the business owner himself.

It allows you to track who is responsible for what, whether you are investing in deadlines and gives you additional confidence.

The plan is drawn up in the form of a table:

The essence of the stage	1 month	2 month
Issuance of permits and registration
Conclusion of a lease agreement
Purchase of equipment and consumables
Hiring staff
Advertising campaign
Start of a cleaning company

Calculation of costs for opening a cleaning company

The most important section of any business plan is the calculation of financial indicators.

On their basis, one can judge the feasibility of opening a cleaning company, the payback period, and the required amount of investment.

Data on the money needed to open and maintain a business is best done in the form of a table. This makes the information easier to read and analyze.

Opening costs

Name	Cost, rub.)
Buying inventory	90 000
Ordering overalls for cleaners (two types of gloves - rubber and fabric, a pair of T-shirts, a branded cap and protective overalls) - one set for each	7 000
Office furniture	35 000
Washing machine	15 000
Office equipment	25 000
Documentation (permits, registration)	20 000

Based on the information in the business plan, it becomes clear that an entrepreneur needs to have at least 192,000 rubles to open a cleaning company.

Financial section of the business plan for a cleaning company

If a group of five people had similar skills, they would have coped with Mary-Ex (a huge building in London) in three days, while usually 200+ trained people will cope in the same time.

Monthly expenses

Name	Amount (rub.)
Premises for rent	20 000
Utility bills, phone bills	1 000
HR specialist salary	15 000
Manager salary	15 000
Cleaners salary (per person)	10 000
Staff development	4 000-20 000
Documentation	5 000
Consumables: stationery	500
Consumables: household chemicals	6 000
Advertising	2 000

Thus, the fixed costs for maintaining and developing the business plan will amount to at least 78,500 rubles.

P.S. Don't forget about unexpected expenses. Even if it seems to you that you have provided everything, include 5% for unplanned expenses in the finished version of the business plan. As practice shows, they happen in any case.

A detailed video about opening a cleaning company from scratch:

calculations, costs, net profit.

We take note.

Cleaning company business plan: payback

Based on these indicators and the established cost of services, you can calculate the approximate profit margin for the business plan. If you subtract the amount of monthly expenses from the financial section, you will end up with the amount of net income.

Download a ready-made business plan for a cleaning company with quality assurance.
The content of the business plan:
1. Privacy
2. Resume
3. Stages of project implementation
4. Characteristics of the object
5. Marketing plan
6. Technical and economic data of the equipment
7. Financial plan
8. Risk assessment
9. Financial and economic justification of investments
10. Conclusions

The payback period of a business depends on this indicator and the amounts invested in the opening.

On average, the profitability of such a business is 20-30%.

Although a small capital is required to open a cleaning company, a lot of effort will have to be invested in each stage of the project. However, nothing comes to us in life by itself. And for the sake of a successful and profitable business, it is worth trying.

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Business plan for opening a cleaning company in a city with a population of 1,200,000 people.

Prospects for the cleaning market

Cleaning is one of the most promising business areas in Russia. Thus, in the developed countries of Europe and the USA, almost 80% of commercial real estate is serviced by cleaning companies. Whereas in Russia - only 20% of commercial real estate use the services of "professional cleaners". As you can see, the market has room to grow. Its volume, meanwhile, is 250 million dollars and continues to grow. By organizing a cleaning business in a large city, you can count on a fairly quick return on investment.

How much money do you need to start a business

According to the business plan, the opening of a cleaning company will require an investment of about 1.3 million rubles. Initial costs include:

Total - 1,336,000 rubles.

Description of the offered products and services

Our company plans to provide a range of services for initial, daily and general cleaning. The initial cleaning after the construction of the repair is: cleaning inside buildings and structures, removing dust from floors, ceilings, skirting boards, walls, washing windows and plumbing, cleaning radiators. Daily cleaning involves dusting, cleaning mirrors, cleaning door blocks and stairwells, taking out garbage, cleaning floors, etc. The company will also provide services for cleaning the surrounding area and cleaning the outside of buildings: washing windows, roofs, facades, removing efflorescence bricks, cleaning of aluminum bindings, etc. The preliminary price list for the company's services will look like this:

• Initial cleaning (after repair or construction) - 50 rubles per sq. m.
• Daily complex cleaning - 5 rubles. per day per sq. m.
• General cleaning of an office or retail space - 40 rubles/sq. m.
• Floor care - 40 rubles / sq. m.
• Washing a plastic window - 300 rubles / unit.
• Washing chandeliers and lamps - 100 rubles / piece.

According to the business plan, in the first months the volume of daily complex cleaning will be 2000 sq. m. Such an area can be provided by 2 - 3 large clients (for example, a shopping center or an enterprise). Also, a certain amount of work can be obtained from private homeowners (mansions, country cottages). We can also count on income from initial cleaning after renovation or construction and cleaning the outside of buildings. The planned scope of work is about 2500 sq. m. per month. Thus, the potential monthly revenue will be:

• Daily cleaning - 300,000 rubles.
• Initial cleaning - 125,000 rubles.
• Washing windows and facades, cleaning the outside of buildings and cleaning the surrounding area - 50,000 rubles.

Total - 475,000 rubles.

Download a business plan for a cleaning company with our partners, with a guarantee of quality.

Which room to choose for the office

To accommodate the company's office (as well as all equipment), it is planned to rent a room with an area of ​​50 square meters. m., located on the ground floor of an apartment building. High traffic and the first line of houses are not of great importance, the main thing is the big savings on rent. Monthly rental payments will amount to 25,000 rubles. (500 rubles per sq. m.).

Particular attention will be paid to the purchase of professional cleaning equipment. For cleaning both small and large objects, we will need: vacuum cleaners for dry and wet cleaning, carpet washing machine, carpet dryer, floor polisher, sweeper, steam generator, floor scrubber, foam generator, glass equipment, dispensers and materials, as well as chemical facilities. As for the manufacturer, preference will be given to Cleanfix equipment. The total cost of purchasing equipment will amount to 486,000 rubles.

You will also need to purchase a spacious van-type vehicle to transport equipment to the client's territory. It may be a Gazelle car in b. y. option. For these purposes, it is planned to spend about 400,000 rubles. To ensure the normal functioning of the company, it will be necessary to create a staff of responsible employees. Among them will be: an administrator (receiving and monitoring the fulfillment of orders), a driver, equipment operators (3 people) and a manager. Accounting services will be outsourced. The wage fund will amount to 120,000 rubles. per month.

What taxation system to choose for a cleaning company

As an organizational and legal form, it is planned to register a limited liability company. Taxation system - USN, 15% of the organization's profits.

Marketing and promotion of services

It is very important to conduct a competent advertising campaign in the first months after the opening. Moreover, even before purchasing equipment and other serious investments, you will need to find preliminary customers. Otherwise, the purchased equipment may be idle, and the company will incur losses (especially if the funds are credit). Therefore, in order to prepare the client base at the initial stage, it is planned:

cleaning company financial plan

The final stage of business planning is the calculation of the main indicators of the economic efficiency of a cleaning company. Fixed monthly expenses:

Total - 261,000 rubles.

How much can you earn from cleaning

The monthly net profit of the company will be 181,900 rubles. The profitability of the business is 69%. With such indicators, taking into account the period for the promotion of the company, the payback of the initial investment will come in 11 - 12 months.

Recommended download a business plan for a cleaning company for only (banner_bi-plan), from our partners, with a guarantee of quality. This is a complete, ready-made project that you will not find in the public domain. The content of the business plan: 1. Confidentiality 2. Summary 3. Stages of the project implementation 4. Characteristics of the object 5. Marketing plan 6. Technical and economic data of the equipment 7. Financial plan 8. Risk assessment 9. Financial and economic justification of investments 10. Conclusions

Step by step plan to open a cleaning company

1. Market analysis, determination of the target audience in the region.
2. Registration of activities.
3. Drawing up a list of services, creating a pricing policy.
4. Purchase of equipment, chemicals for cleaning.
5. Recruitment (if necessary).
6. Conducting an advertising campaign.

OKVED for a cleaning company

• 21 - cleaning of real estate objects;
• 11 - collection of waste, safe for the environment;
• 10 - comprehensive maintenance of premises;
• 22 - cleaning and cleaning;
• 29 - other cleaning and cleaning, including areas near a residential building, office building;
• 30 - creating a landscape;
• 09 - other personal services;
• 00 - activities of households with employees.

What documents are needed to start a business

To open a sole proprietorship, you must submit to the tax office:

• A photocopy of the passport;
• Receipt of payment of state duty;
• Properly completed application.

To register an LLC:

• The decision to establish an LLC, signed by all the founders;
• Charter of LLC;
• Receipt of payment of the mandatory state duty;
• Application Form P11001.

Do I need a business permit

For a small company, it is enough to issue an IP. The main advantages of this legal form are simple documentation, the possibility of using a preferential taxation system. If you plan to create a grid, it is better to register an LLC. This legal form allows you to provide services to large companies, firms. Special permission to open a cleaning company is not required. Doing business must comply with GOST R 51870-2002.

Cleaning company opening technology

With a high level of competition, the established cleaning company must find several regular customers as quickly as possible and take care of recognition. By pursuing these goals, everyone will be able to achieve significant results in a short time. You can achieve your goals by providing quality services. It is also recommended to study the activities of competitors and offer services that they do not provide. For example, cleaning curtains at home, daily cleaning of any form of real estate, etc.

Numerous firms and enterprises need the services of cleaning companies. A cleaning company is a company that provides comprehensive cleaning services. A set of measures designed to clean and maintain cleanliness in residential, commercial and industrial premises, including cleaning facades, washing shop windows and other exterior surfaces of buildings - a very complex process

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MOSCOW

ROAD-ROAD

STATE TECHNICAL

UNIVERSITY (MADI)

_____________________________________________________________ faculty

department ______________________________________________________________

Allow for protection

Head department ___________________

EXPLANATORY NOTE

for the graduation project

on the topic: Development of an IS module for the MAX-CLEANING company to control the quality of contract work

MOSCOW - 2015

Introduction

Numerous firms and enterprises need the services of cleaning companies. A cleaning company is a company that provides comprehensive cleaning services.A set of activities designed to clean and maintain cleanliness in residential, commercial and industrial premises, including cleaning facades, washing shop windows and other exterior surfaces of buildings, is a very complex process consisting of many different stages involving a large number of participants. The effectiveness of the organization of cleaning needs clear coordination of actions in relation to all its employees.

The advantage of specialized companies is determined by the following factors:

1. high quality of services;
2. the cost of services is not higher than the cost of maintaining your own cleaning service;
3. expenses for the services of cleaning companies are deductible from taxable income;
4. specialists of cleaning companies perform exclusive and complex specialized work (for example, crystallization of marble coatings);
5. efficiency - cleaning is done at a time when it is convenient for the customer.

Today, cleaning is one of the most dynamically developing and stable business sectors in Russia. More and more companies are interested in purchasing high-quality and reliable cleaning services, which places great demands on competent and balanced work with clients.

All the advantages listed above require the use of modern information technologies in the work of cleaning companies, such as specialized information systems, for example, CRM systems.

The "heart" of any CRM system is a database of both individuals and legal entities that interact with your company within the framework of the enterprise. These are not only customers, but also company branches, partners, suppliers, competitors. A customer database is a valuable asset in itself, and proper data management in a CRM system allows you to use information in your work with maximum efficiency. The customer base is consolidated, the organization receives complete information about its customers and their preferences, and, based on this information, builds an interaction strategy.

A single customer database and a complete history of relationships with them, together with powerful CRM analytical tools, allows you to retain and develop existing customers, identifying the most valuable ones, as well as attract new customers.

The main function of the CRM system is to help managers in planning sales, organize transparent transaction management and optimize sales channels. The system stores a complete history of communication with customers, which helps sales departments to analyze customer behavior, create suitable offers for them, and win loyalty. Other features of CRM systems are presented below:

1. planning and coordinating contacts with clients;
2. collection and typing of all possible information about customers;
3. control over long-term or complex transactions;
4. analysis of each stage of the implementation of projects or the conclusion of transactions;
5. formalization of all processes focused on interaction with customers.

This type of software product is most suitable for those organizations that are running long-term and multi-stage projects that involve a large number of employees or several departments. Since the number of contracts concluded per unit of time is small, each transaction takes many days and even months. This means that each project requires an exceptionally individual approach. In such conditions, it is necessary to take care of customer loyalty. To do this, it is necessary not only to ensure an individual approach, but also strict adherence to the designated deadlines, the terms of the contract, as well as the coordinated work and punctuality of all involved employees.

Analytical part

The MAKS group of companies was founded in 2000. The main activity is a diversified complex services sector.Since the formation of the MAKS Group of Companies, a number of types of services offered have been constantly expanding. To date, MAKS Group offers the following types of services (Fig. 1):

1. security of facilities, rapid response teams, console security, private detective services;
2. ensuring the most efficient and uninterrupted operation of serviced real estate objects;
3. preliminary analysis of existing security systems;
4. comprehensive cleaning.

Figure 1.1. - Service sectors of MAKS Group of Companies

"MAX PROTECTION" developed along with the sphere of non-state security. Object security, rapid response teams, console security, private detective services, all this is included in the standard package of services. The department employs IT infrastructure specialists who are engaged in emergency assistance to foreign citizens and know all the nuances of escorting goods and valuables.

Practice shows that security is not just uniformed guards, but a whole range of measures aimed at preventing and preventing potential threats. These measures are part of the MAX PROTECTION integrated security system, developed by experts with many years of experience.

For customers, an integrated approach to security means that communication with all security services goes through a single contractor. The company relieves customers of the need to coordinate the work of several unrelated organizations. The presence of a single operational center allows you to instantly and effectively respond to any emergency situations.

MAX PROTECTION is constantly improving and developing new security concepts. Advanced foreign technologies are being introduced into our work and we develop our own solutions for specific tasks. However, even the most advanced automated security systems cannot completely replace a person. Therefore, special attention is paid to improving the professionalism of MAKS PROTECTION employees. Specialists regularly attend advanced training courses, and their level of training is tested during internal audits. Strict selection of personnel allows minimizing the impact of the human factor in the services of "MAKS PROTECTION".

The management team of "MAKS PROTECTION" is aimed at an individual approach to clients. Specialists conduct a multi-level analysis and, based on its results, offer the most effective solutions to ensure the security of the client. At the same time, the field of activity of MAX PROTECTION is not limited to private clients. Employees are familiar with the protection of state facilities and have proven themselves in this area.

The division's approach to end-to-end security services is unparalleled and ensures maximum efficiency in every situation.

The MAX OPERATION division has been operating on the market for more than ten years. The main task is to ensure the most efficient and uninterrupted operation of serviced real estate objects. At the same time, the statute of limitations for putting an object into operation and the value of the level of complexity of the equipment do not play a role.

The comprehensive service offered by MAX OPERATION includes technical support for equipment and engineering systems, as well as security proposals. This list includes maintenance and other scheduled and unscheduled work; design and installation of fire alarms and video surveillance systems, as well as a range of repair and construction services. MAX OPERATION clients receive a full package of services from one contractor, which can significantly reduce costs and facilitate interaction between services.

The specialists of this division are always ready to offer several options for working with the object, depending on its specifics and the wishes of the client. An individual approach allows the customer to count on full mutual understanding with the contractor and, as a result, obtaining the highest quality result.

In the modern world, the equipment and equipment of modern buildings is becoming more diverse and complex. The main goal of this division is to provide comprehensive services for the operation of buildings. All employees understand the latest achievements of science and technology and use them in accordance with the recommendations and standards of manufacturers. This is the only way to ensure that the operability and security of an object of any complexity is maintained at the proper level.

The MAX CONSULTING subdivision has been engaged in consulting and auditing in the field of security for more than 10 years. The main task of the division is a comprehensive analysis of the situation, as well as a miscalculation of development prospects, taking into account the existing problems of the company, as well as the individual characteristics of the business.

Employees of "MAX CONSULTING" carry out a preliminary analysis of existing security systems. Naturally, such work is carried out in close cooperation with the customer's employees, who will bring you up to date and help take into account all the features.

The audit of the company's activities is carried out by highly qualified specialists who will not only be able to identify critical points in an already used system, but also offer ways to eliminate them. All consultants have served in law enforcement agencies in their time and have significant experience in Russia and abroad.

Also, MAX CONSULTING specialists provide assistance in eliminating crisis situations, increase the efficiency of business processes and effectively manage information systems and IT risks of the company.

The department's consultants set themselves the task of building mutually beneficial relationships in order to continue cooperation with the client on a long-term basis. "MAX CONSULTING" offers its clients audit services, legal services in the field of criminal, labor, tax, and other types of law.

The scope of services provided by the company "MAX CLEANING" is the cleaning of premises. In Russia, the firstcleaning companiesarose in 1992-1994. along with the advent of the firstjoint ventures, which at that time were the only consumers of their services. During 2012, the increase in the volume of the cleaning services market in Russia in monetary terms amounted to about 9 billion rubles - in 2011 its volume was 45 billion rubles, and by the end of 2012, the cleaning market was already estimated by them at 54 billion rubles. During the past year, 2014, the volume of the Russian market of cleaning services grew, according to analysts, by about 10-11 billion rubles, and amount to about 65 billion rubles at the end of last year.

Among the largest regions for the provision of cleaning services are Moscow, Krasnoyarsk Territory, Tyumen Region, the Republic of Bashkortostan, St. Petersburg, Khanty-Mansiysk Autonomous Okrug.Moscow accounts for 100-150 million dollars of the domestic cleaning market.

According to experts, there are more than 300 cleaning companies operating in the capital's market. According to the size of the business, they can be conditionally divided into 4 large categories:

1. largest operators (more than 500 employees) ~ 67%;
2. large operators (staff up to 500 people) ~ 15%;
3. medium operators (staff up to 200 people) ~ 7%;
4. small operators (staff up to 50 people) ~ 11%.

The range of standard services provided by almost all market players includes daily complex cleaning, as well as washing of vertical surfaces. Further, about 93% of all cleaning companies offer services for grinding and polishing granite, marble, porcelain stoneware and ceramic tiles, as well as cleaning the surrounding areas and specialized cleaning services after construction work and fires. About 87% of the companies participating in the study provide additional services and personnel, for example, packers, loaders and others, and 80% of cleaning services market players also provide their customers with services for landscaping adjacent and internal territories, garbage and snow removal.

The main clients of cleaning companies are supermarkets and shopping centers, manufacturing enterprises, transport and storage companies, medical and sports facilities, office and business centers, large international and Russian companies, banks, government agencies, hotel complexes, entertainment facilities (cinemas, clubs , casino), railway stations and airports.

Figure 1.2.- Segmentation of consumers of cleaning services

The most lagging market segment, as many studies show, is cleaning in healthcare facilities. This state of affairs is explained by established habits, more stringent standards that exist in such organizations and the specific requirements adopted by them for the cleaning performed by the personnel of the cleaning company.

The dynamic development of cleaning services in these market sectors is due to their focus on the client: the positive image of the organization is largely determined by the state of its office - even the most complex architectural and design offices must be impeccably and professionally cleaned.

The criteria for choosing a cleaning company are: authority in the market, the cost and range of services provided, the level of equipment, technologies and chemicals used in the work, the qualifications of the staff, the system for monitoring cleaning performance.

House cleaning is a production necessity in today's business world. Daily cleaning on a contract basis is a fairly developed area of ​​this company. The ability to order both one-time cleaning and draw up a contract for cleaning the premises at regular intervals, with a convenient work schedule for the client, is a very common activity today that requires a large amount of data and is the best suited for an information system design example. Employees of the company pay great attention to the control and quality of cleaning performed. Openness is also an important part of the company's work. The client has the right to know what, how and with the help of what this MAX CLEANING company does. All chemicals have hygienic certificates, partners and customers can visit the production base and get acquainted with the technological capabilities and organization of work at the enterprise.

Cleaning is a modern and widely demanded service provided by various cleaning companies. Such cleaning is carried out by specially trained workers and is assessed according to high European standards.

Cleaning appeared in Russia in the early 1990s and, first of all, began to be in demand among large Western companies that were accustomed to professional cleaning in their homeland. The service combines a full range of activities designed to clean and maintain cleanliness in residential, commercial and industrial premises, including cleaning facades, washing shop windows and other exterior surfaces of buildings. The list of services usually also includes garbage collection and snow removal from roofs and adjacent areas.

Currently, all services are carried out by qualified personnel using modern cleaning technologies, using the latest products, specially selected for each surface separately, taking into account its physical, chemical and technical characteristics. The Russian cleaning market has expanded significantly and has great prospects for further development. In a couple of decades, people will forget what self-cleaning is and will turn to a company that provides these services. Indeed, not only the appearance itself, but also the health of the owner depends on the cleanliness of the premises.

The heads of many large and small companies have already managed to make sure that the cleaning offered by specialized companies is much superior in quality to cleaning in the usual sense. Professional cleaning involves bringing the premises to an impeccable condition, such cleaning ultimately saves time, increases the service life of finishing materials and enhances the prestige of the company.

Employees and managers of the company work as a single mechanism, highly appreciate not only the high quality of the services offered, but also analyze the ordered services, predict the situation on the service market, and, as a result, offer a constructive solution to emergency situations and the most effective solutions to customer needs.

In 2003, in order to improve the quality of customer service, it was decided to open a new division that will provide additional professional cleaning services. MAX CLEANING made its first steps in Moscow. The experience gained in the capital was used to enter the regions. And although at first there were enough problems, the company managed to cope with all the difficulties. In 2005, the company signed a contract with the METRO supermarket chain, becoming one of the first companies to provide cleaning services to supermarkets and hypermarkets. The staff of the company by 2010 consisted of more than 400 people. The staff works at sites throughout Moscow. Already by 2012 "MAX CLEANING" enters the regions of Russia. The first branches are opened in Krasnoyarsk and Kazan. The quality of professional cleaning of offices and shopping centers exceeds the expectations of regional customers. The company approached its 10th anniversary with a staff of 700 people. All further experience gave unique knowledge in the field of cleaning.

The reputation of the MAX CLEANING company, which has been established in recent years, is of great importance. It requires taking into account the attitude of each of the employees to their work.

Figure 1.3.- Client companies of MAX-CLEANING

Interaction and communication with customers are essential components of success. It is very important to keep records of contracts with customers, all customer orders that reflect their needs.

Flexible pricing policy, professional level of staff training, use of a variety of equipment and chemicals, allows us to take a leading position in this service sector.

The cleaning company provides its services throughout the Russian Federation. The main part of the service area is the central part of the Russian Federation. The company works with many large legal entities (see Figure No. 1.3.).

Organizational structure of the company

The MAX CLEANING company consists of different divisions that perform different functions and tasks, the organizational structure of the MAX CLEANING company is shown in Figure 1.4.

Figure 1.4.- Organization structure

The Director General and his Deputy are in charge ofMAX-CLEANING company, which consists of the following departments:

• Department for work with clients;
• Department of work and others.

The scope of activity of the MAX-CLEANING customer service department is extensive: its main task is long-term cooperation and servicing of legal entities, analysis of their needs, level and focus. Negotiating with client companies, getting acquainted with the terms of sale of services provided by MAX-CLEANING, monitoring the performance of work - all this is an integral part of the work of this department.

The client company can apply to MAX-CLEANING and conclude an agreement on cleaning the premises. The contract can be one of two types:

• service - is concluded for the purpose of obtaining long-term cleaning services,
• single - for a single provision of cleaning services.

At the conclusion of the contract, the manager of the company is obliged to find out all the necessary information about the client and his premises. If the client needs cleaning of several premises, the contract is concluded for each of them.

Depending on the type of premises (industrial, commercial, industrial, warehouse, etc.), a cleaning class is selected. The MAX-CLEANING company provides the following cleaning classes:

1. General one-time;
2. Economy one-time;
3. monthly;
4. weekly;
5. Quarterly.

The manager will help to agree on the class and terms of work on cleaning the premises in the event of a long-term service contract or a one-time order. When cleaning the premises, the client has the right to choose a combination of different classes provided by MAX-CLEANING. The cost of the contract depends on the chosen class of cleaning and the size of the room.

After the conclusion of the contract, planning and control over the cleaning will be transferred to the works department, the function of which is the timely and high-quality provision (performance) of cleaning services.

The work department includes the head of the warehouse, the driver, as well as the senior foreman and cleaners forming separate work teams. Upon receipt of data on cleaning, the senior foreman appoints a team and distributes workbetween the cleaners included in it, in accordance with existing standards for the selected cleaning class. Cleaning of the client's premises is carried out within the established time limits specified in the previously executed contract.

Control over the quality of the services performed is carried out by the senior foreman, who checks the performance of the task by each brigade cleaner and evaluates it on a five-point scale. As a result, they form an assessment of the work of the whole team. The senior foreman submits a report on the performance of work and its evaluation to the client manager.

After that, the client accepts the work and, if desired, can evaluate the quality of the work also on a five-point system. The client's assessment is recorded by the company's manager. The work is considered accepted with a score of “5”, with a score of “4-3”, the senior foreman sends a team to correct shortcomings, no bonus is paid, with a score of “2 and below”, the teams redo the work completely and reorganize.

In the course of the analysis of activities to control the performance of work under the contracts of the MAKS-CLEANING company, a business process diagram was built, shown in Figure 1.5.

Figure 1.5.- Diagram of the business process of the customer service department and the work department

Analysis of the software and hardware of the customer service department and the work department

The company uses a network based on the "client-server" concept. For modern DBMS, the client-server architecture has become the de facto standard. The basic principle of the "client-server" technology is to divide the functions of a standard interactive application into four groups:

• data entry and display functions;
• application functions specific to the subject area;
• fundamental functions of storage and management of resources (databases);
• service functions.

The advantages of this system:

• No duplication of server program code by client programs.
• Since all calculations are performed on the server, the requirements for the computers on which the client is installed are reduced.

All data is stored on the server, which is usually much more secure than most clients. On the server, it is easier to organize permission control to allow access to data only to clients with the appropriate access rights.

Figure 1.6. – Characteristics of the server of the department of works and the department of customer service

The interaction of remote users is carried out not over the local network, but over the Internet. The customer service department and the works department are remote users.

Figure 1.7. – Characteristics of the PC of the customer service department

Figure 1.8.- Software and hardware of the MAX-CLEANING company

Table 1.

Employee	ON	disadvantages
1. Account manager Activity: conclusion of contracts.	Microsoft Office: Word, Excel, Access, Power Point.	It is not possible to calculate the number of crews for cleaning; Inability to calculate the cost of the service.
2. Senior foreman Activity: planning and control over the execution of cleaning. Obtaining information on cleaning the premises.	IOS, Android kitkat 4.4. Sending messages to e - mail about the status of the order.	Possibility of loss of necessary data; The problem of finding information about the client, his premises and contacts; Lack of timely assessment of the team's activities;

Table 1. (Continued)

		The lack of introduction of control over the activities of cleaners.
3. Cleaner Activity: timely and high-quality provision of cleaning services.	IOS, Android kitkat 4.4.	Cleaning activities are not recorded; There is no possibility of timely transmission of a progress report;

The purpose of my final classification work is to develop an information system module for recording the quality of cleaning performed on various client premises.

To achieve this goal, it is necessary to perform the following tasks:

Analyze the activities of the MAKS company in monitoring contracts for cleaning premises;

Analyze ways to control the quality of cleaning

Create a list of requirements for the module;

Develop a database;

Develop user interfaces for the account manager and senior foreman;

BZD;

Economy.

List of requirements for module development:

Storage of data about clients, premises, contracts, cleaning classes, assessment of the quality of work performed.

Storage of data on cleaning of premises, estimates of work performed by each cleaner;

Calculate the assessment of the team's performance for the company manager;

Calculation of the number of crews required to clean the premises, depending on the class of cleaning and the size of the premises;

Comparative analysis of existing information systems

Customer Relationship Management System (CRM, CRM-system, short for English Customer Relationship Management -application softwarefor organizations, designed to automate strategies for interacting with customers (clients), in particular, to increase sales, optimize marketing and improve customer service by capturing customer information and customer history, establishing and improving business processes, and then analyzing the results. CRM system is applicable in any business where the client is personalized, where competition is high and success depends on providing the most favorable conditions for the client.

CRM is an interaction model that believes that the center of the entire business philosophy is the client, and the main activities are measures to support effective marketing, sales and customer service. Support for these business goals includes the collection, storage and analysis of information about consumers, suppliers, partners, as well as about the company's internal processes. Features to support these business goals include sales, marketing , consumer support.

Today in Russia there are many information systems for customer relationship management. Prominent examples are:

"NOVA CRM" is a simple and convenient system for working with clients, integrated with telephony, e-mail, and social networks.

Megaplan is a domestic business management system. Allows you to keep track of customers, record incoming requests, completed transactions and sales, manage all the finances of the organization, set and control the execution of tasks, optimize and improve the work of employees, analyze the effectiveness of the organization.

"AmoCRM" is a simple and reliable online CRM system, to use which it is enough to create an account on the corresponding website. You can work online from anywhere in the world. This is the ideal solution for dealing with regional offices and remote employees.

Table 2.

Technical requirements	NOVA CRM	"Megaplan"	"And moCRM"	My
1. Storage of data about clients, premises, contracts	«+»	«+»	«+»	«+»
2. Storage of data on the cleaning of premises, assessments of the work performed by each cleaner;	«+»	«+»	«+»	«+»

Table 2. (Continued)

3. Calculate the assessment of the team's activities for the company manager;	«+»	«+»	«-»	«+»
4. Calculation of the number of teams required for cleaning the premises, depending on the class of cleaning and the size of the premises;	«-»	«-»	«-»	«+»

To solve the tasks in the final classification work, the following are used:

• database design method − ER modeling. Heis a graphical description of the subject area in terms of "object - property - relationship". The use of ER modeling provides many advantages: it makes the analysis of the subject area more focused and specific; allows you to design AIS without reference to a specific target DBMS and select the latter at any time; when changing the used DBMS, it is not necessary to carry out the design again, you only need to take the step of transferring the ER model to the target one (if the target DBMS you have chosen is supported by this CASE tool, then such a transition will generally be performed automatically);
• CASE - Erwin Tool . The advantage is the ability to create database structure diagrams that allow you to automatically resolve issues related to maintaining its integrity, as well as the independence of the logical model from the used DBMS, which allows you to apply universal methods for exporting it to specific DBMS.
• DBMS is selected as the target DBMS MS Access. Access is a relational database management system that includes all the necessary tools to create a local database, a shared database on a local network with a file server, or a database on SQL - server, as well as to create user applications that work with these databases. DBMS Access includes a variety and numerous relatively stand-alone software tools focused on creating database objects and user applications. Graphical design tools allow the user to create database objects and application objects using numerous graphical elements without programming.
• as a data manipulation language SQL . The SQL language is the basis of many DBMS , because is responsible for physically structuring and writing data to disk, as well as for reading data from disk, allows you to accept SQL- requests from other components DBMS and user applications. Thus, SQL is a powerful tool that provides users, programs, and computing systems with access to the information contained in relational databases. SQL independent of specific DBMS - all common DBMS use SQL, because relational databasedata can be transferred from one DBMS to another with minimal modifications; the ability to create interactive queries - SQL provides users with immediate access to data, while in interactive mode you can get the result of the query in a very short time without writing a complex program;

Design part

Description of the subject area

The company has its own vehicle fleet in Moscow, which includes 5 VOLVO vehicles, as well as 6 drivers assigned to each vehicle. Teams (3) performing complex cleaning of the premises, in the amount of 3 people each.

Company Services:

• Complex cleaning of premises (commercial, industrial, warehouse and industrial);

The client, which can only be a legal entity, applies to an employee of the MAKS company in the position of an order manager. The company provides its services, both at the request of the client himself, and for a long time (from 7 days and more).

With the order manager, the client discusses the following:

The client provides data on the premises in need of maintenance (type of premises, area, location);

The price, measured in rubles, is determined in the contract (100% prepayment):

• At the request of the client (one-time) - depends on the area of ​​\u200b\u200bthe premises, the type of cleaning and the number of teams involved.
• For a long period - depends on the service period, frequency and area of ​​\u200b\u200bthe room.

An agreement containing:

• Client's personal data
• Room data
• Service life
• Number of teams involved

The quality of service will be checked by the client and the company employee who controls the result of the work of the team. In the case of a matching, unsatisfactory assessment of the client and the employee, the working group will be reprimanded up to and including dismissal.

The selection of cars available in the company's fleet will be carried out by a specialist in the selection of vehicles. He will estimate the required number of crews to service the premises and the vehicles needed to transport the work group to their destination. The selection of machines is carried out immediately after the data provided on the premises by the client before the conclusion of the contract.

Feasibility study of development and implementation methods

To design the service center database, it was decided to use the ER-diagram method. This design method was chosen by me, based on the following factors:

The ER-diagram method was taught to us in the discipline of the Database.

The design method using ER-diagrams has a number of advantages, namely, visibility; the ability to design a database with a large number of objects and attributes;

ER-diagrams provide an opportunity to analyze the subject area more specifically;

The requirements for knowledge of the SQL language are reduced.

The ER model is based on three elements:

• Essence
• Attribute
• Connection

I chose ERwin Data Modeler as the database computer-aided design system.

Microsoft Access was chosen as the DBMS. This DBMS was chosen by me, based on the following factors:

Microsoft Access was taught to me during my training;

Access allows you to quickly and easily create table queries;

When processing data, Access uses the SQL query language, which was also taught to me in the Database discipline.

Database Design

Concept design stage

Description of entities.

Entity selection.

Description of links.

Essence	Connection	Essence	PC	SU
Premises	Provided	Customer	1:m
	Serve	Employees
	Enter	Treaty
	Need (Included)	Order	m : n
	exposed	Cleaning
Customer	consulted	Employees
	signs	Treaty
	Does	Order	1:m
	Rates	Cleaning
Employees	Make out	Treaty
	accept	Order
	Perform	Order
	control	Cleaning
	Perform	Cleaning
Treaty
	Allows	Order
	Obliges	Cleaning
Order	Requires	Cleaning
Cleaning

Conceptual data model in the Chen standard

ER diagram in ERwin environment

Fig.7 Logical model with redundant links

Model analysis

Composite attribute: - no

Multivalued attribute: Phone (company, representative)

Derived attribute:

Order - cost = Type of cleaning (cost) * Room (area)

Contract - price = Contract (term of service / frequency) * Premises (area)

Recursive links: - no

1:1 Relationship: Order Requires Cleaning

Redundant connections: yes

The entity Representative of the company appears:

• Client consults Employee
• Client Rates Cleaning
• The client signs the Agreement
• The client places an order

Premises are maintained by employees

Premises are being cleaned

Employees fulfill the Order

Employees supervise cleaning

Contract obliges Cleaning

M:n connection: yes

Employees are cleaning

Fig.8 The final model in Erwin

Physical design stage

Data schema in the environment of the selected DBMS

Fig.9 Database data schema

Implementation of basic queries

Rice . nine Implementations of basic queries

• Displaying a list of contracts for company managers

This request will allow you to view the list of contracts issued by him by the personnel number of the manager who enters the user. Such a request will allow you to quickly view information about the work of a particular manager of the company.

SELECT Employees.Tab_Number, Employees.Name, Employees.Phone, Employees.Position, Employees.Department_Number, Contract.Contract_Number FROM Employees INNER JOIN Contract ON Employees.Tab_Number = Contract.Tab_Number WHERE (((Employees.Tab_Number)=[Enter personnel number manager:]));

• Viewing the assessment of the work of cleaners-foremen

This request will be sent to view the assessment of the work of cleaners-foremen. According to the assessment given by the client and the manager of the company, comments and measures to prevent further errors in the work of the cleaners can be put forward.

SELECT Employees.Name, Employees.Position, Cleaning.Customer_Rate, Cleaning.Manager_Rating, Employees.Team_Number FROM Cleaning INNER JOIN (Employees INNER JOIN Dc_Employee ON Employees.Tab_Number = Dec_Employee.Tab_Number) ON Cleaning.CleaningNumber = Dec_Employee.Clean_Number WHERE ((( Cleaning.Cleaning_number)=[Enter cleaning number]));

• Displaying a list of orders by the type of cleaning entered

This request will allow you to view the details of the order made by the client.

SELECT [Cleaning Type].[Cleaning Class], [Cleaning Type].Cost, Order.Order_No. FROM [Cleaning Type] INNER JOIN Order ON [Cleaning Type].[Cleaning Class] = Order.[Cleaning Class] WHERE (([ Cleaning type].[Cleaning class])=[Enter cleaning class:]);

• Search for a company - client in the database

This request will allow the employee to enter the name of the client's company and display a list of previously executed contracts and orders, if any. Thanks to such a request, it will be possible to avoid re-entering information about the client's company.

SELECT Client.[Company Name], Client.Legal_Address, Client.Company_Phone, [Company Representative].Name, [Company Representative].E-mail FROM Client INNER JOIN [Company Representative] ON Client.TR = [Company Representative].TR WHERE ( ((Customer.[Company name])=[Enter company name:]));

• Search for not / completed orders

This query will allow you to display a list of completed and unfulfilled orders according to the status entered by the user.

SELECT Order.Order_Number, Order.Status, Order.In_Date, Order.[Cleaning Class], Order.Due_Date FROM Order WHERE (((Order.Status)=[Enter Order Status:]));

• List of premises by type

This query will allow you to display a list of rooms by the entered

room type by the user.

SELECT Rooms.Address, Rooms.Area, Rooms.Type, Rooms.NC FROM Rooms WHERE (((Rooms.Type)=[Enter room type:]));

• List of contracts service period of which is more than 30 days

This query will allow you to display a list of contracts, the service period of which exceeds 30 days.

SELECT Contract.Contract_Number, Contract.Order_Date, Contract.Address, Contract.[Service Term (Days)]FROM Contract WHERE (((Contract.[Service Term (Days)])>30));

• Calculating the cost of orders

This request will allow you to display the cost of the order by the number entered by the user. Thanks to this request, it will be possible to avoid errors when calculating the cost of orders.

SELECT Order.Order_No., ([Cleaning Type].[Cost]+[Cleaning Type].[Number of crews per unit area])*[Rooms].[Area] AS Order_Cost, Order.[Cleaning Class], Order.Status FROM Rooms INNER JOIN ([Cleaning Type] INNER JOIN Order ON [Cleaning Type].[Cleaning Class] = Order.[Cleaning Class]) ON Rooms.Address = Order.Address WHERE (((Order.Order_Number)=[Enter order number :]));

• Calculation of the cost of contracts

This query will allow you to display the cost of contracts according to the contract number entered by the user. Thanks to this request, it will be possible to avoid errors in the calculation of the cost of contracts.

SELECT Contract.Contract_Number, ([Contract].[Service Period (Days)]/[Contract].[Frequency per year])*[Rooms].[Area] AS Contract_Price, Rooms.Address, Rooms.Type FROM Rooms INNER JOIN Contract ON Premises.Address = Contract.Address WHERE (((Contract.Contract_nom)=[Enter contract number:]));

• Displaying a list of contracts by the entered date

This query will allow you to display a list of contracts drawn up in a certain period, which the user will specify.

PARAMETERS [Enter start date] DateTime, [Enter end date] DateTime; SELECT Contract.Contract_Number, Contract.Order_Date, Contract.Address, [Company Representative].Name, [Company Representative].[Contact Phone] FROM [Company Representative] INNER JOIN Contract ON [Company Representative].Email = Contract.Email WHERE ( ((Contract.Order_Date) Between [Enter start date] And [Enter end date]));

• Employee Cleaning Estimate Update

This query will be able to update employee cleaning estimates if they are changed by the company manager.

UPDATE Cleaning SET Cleaning.Manager_Score = DLookUp("[Manager_Score]","[Arithmetic Average of Cleaning Score]","[Cleaning_No.]=" & [Cleaning]![Cleaning_No.]);

Conclusion

The purpose of this course project: to develop an information system module for the cleaning company "MAKS", which provides services for the comprehensive cleaning of various premises. This goal was achieved by me in the course of designing this module of the information system.

During the work on the final classification work, the activities of the MAKS company for cleaning various types of premises were analyzed and a list of requirements for the development of a database was formed.

The database structure was developed using the ER-diagram method and CASE - Erwin tools . The developed database supports all the requirements for working with data.

All requirements were implemented in the form of queries in the data manipulation language SQL :

• Calculation of the cost of contracts;
• Calculating the cost of orders;
• Calculation of the cleaning score for each employee.

The main goal of implementation, as a rule, is to increase the degree of customer satisfaction by analyzing the accumulated information about customer behavior, regulating the tariff policy, and setting up marketing tools. Thanks to the use of automated centralized data processing, it becomes possible to effectively and with minimal participation of employees take into account the individual needs of customers, and due to the efficiency of processing, to carry out early identification of risks and potential opportunities.

As a key tool for winning and retaining customers, CRM applications minimize the human factor in dealing with customers and increase transparency in sales, marketing and customer service.

At the same time, it is important to realize that automating the customer relationship process is an important, but not the only, or primary step in building a customer-centric company.

Unfortunately, cleaning companies are representatives of small businesses for which specialized databases are not developed sufficiently. The existing CRM systems are mainly designed for large companies.

The information system module developed by me, which includes a database and a set of queries, allows you to fulfill all the stated requirements of a particular MAX CLEANING company.

List of information sources

1. Surkova N.E., Ostroukh A.V. Methods for designing information systems: Textbook. - M.: RosNOU, 2004. - 144 p.
2. Nikolaev A.B., Rogova O.B., Stroganov V.Yu. Methodical bases of the organization of degree design. Tutorial. - M. MADI, 2013. -111s.
3. Connolly T., Begg K., Strachan A. Databases: design, implementation and maintenance. Theory and practice, 2nd edition: Translated from English: Uch.pos. - M .: Publishing house "Williams", 2000. - 1120 p.
4. Akchurin E.A. Human-machine interaction. Tutorial. – M.: SOLON-PRESS, 2008. – 96 p.

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Any business, any organization are open systems, which means that they are influenced by external forces or, in other words, environmental factors. In such a type of business as cleaning, close attention should be paid to the external environment due to the rapid change in the mood of customers, the rapid change in market conditions, and the extremely high level of competition.

Market position of Chisty Mir LLC: 65 cleaning companies currently operate in the Chelyabinsk region; LLC Chisty Mir accounts for 5%.

Fig.1. Market share of cleaning services in the Chelyabinsk region in 2015.

Clean World LLC is one of the top 10 cleaning companies in the Chelyabinsk region.

Place in the ranking	Name of the organization
1.	Chelyabinsk Cleaning Service
2.	VIP - Cleaning
3.	HappyClean
4.	Blitz Cleaning
5.	Absolut Cleaning Chelyabinsk
6.	Sergey S Cleaning
7.	ART cleaning
8.	Wedge Max
9.	Clean Power
10.	Clean world
11.	EveresT
12.	First Cleaning Company
13.	Cleaning Leader
14.	Service City
15.	Kartex Cleaning
16.	Aconite
17.	Accent
18.	Mr Clean

Cleaning company rating is a summary characteristic of the company's popularity according to the popularity of the company's sections on the cleannow.ru website. The rating was calculated for 3 months and shows the popularity of the cleaning company based on the following parameters:
1. Unique number of page views of the description page
2. The number of clicks to the company's website
3. Ratings in company reviews

When constructing a competitiveness polygon, such parameters as price, quality of service, advertising activity, uniqueness of the offer, brand knowledge, staff qualifications, and speed of service delivery will be taken into account. The comparison will take place between Clean World LLC and 3 leaders.

Table 6. Data for constructing the competitiveness polygon.

Fig.6. Competitiveness polygon.

The analysis shows that Chisty Mir LLC is inferior to competitors only in 3 criteria: brand awareness, advertising activity and the quality of the eco-cleaning service (due to the lack of the necessary equipment), but in the rest it is either ahead of or equal to competitors.

Given that the population of the region, according to Rosstat, is 3 500 716 people (2016), the capacity was 8,895,319,356 rubles.

The target audience is represented by 3 groups:

1. Small and medium-sized enterprises and organizations in Chelyabinsk that have their own premises, which enter into a permanent cooperation agreement with a cleaning company and wish to maintain the company's image in the market.

2. Individuals over 30 years old with an average or high income living in the Chelyabinsk region (women who value their time and want to use the skilled labor of cleaning company employees to keep their living quarters clean using high-quality special equipment and tools; men , mostly bachelors who want a quick and high-quality cleaning of their living quarters). They appreciate that cleaning companies have an individual approach, they know their preferences.

3. One-time customers who turn to the services of cleaning companies after repair, fire, when buying an apartment and other similar events.

It should be noted that the orientation is not to provide services only to this particular part of customers, but to conduct a marketing policy that will give a greater influx to this particular category of customers, since they bring most of the company's revenue.

It is impossible to analyze the external environment of an organization without conducting a PEST analysis. PEST analysis is a simple and convenient method for analyzing the macro environment (external environment) of an enterprise. PEST analysis is often used to assess key market trends in an industry.

The experts were:

1. Director of Clean World LLC

2. sales manager of Chisty Mir LLC

According to the results of PEST analysis, positive and negative factors can be identified:

Positive factors:

The state program of the Chelyabinsk region "Comprehensive support and development of small and medium-sized businesses
in the Chelyabinsk region allows you to take advantage of favorable opportunities to conquer niches in the market, expand the scope of activities;

In general, the market for cleaning services is promising, because. there is a growing positive attitude towards cleaning in general in society, which favors the emergence of potential customers in the future.

Negative factors:

Decline in demand due to the unstable economic situation in Russia for the services of cleaning companies reduced revenue at Chisty Mir LLC

A large number of cleaning companies creates serious competition in the market

Due to the unstable economic situation in Russia, the leaders of the cleaning services market remain afloat, while small companies leave the market

Improvements in robotic cleaning technology could be a major business threat as can completely replace it.

General conclusion on PEST analysis:

Political factors are manifested in the change in legislation in the field of cleaning, namely, the priorities “laundry and dry cleaning” have been added to the list of types of business activities that fall under subsidies.

Economic factors are associated with the instability of the economic sphere, namely: the price increase caused by inflation. As a result, new competitors with a lower cost may appear on the market.

Social factors are associated with the growth of a positive attitude of people towards cleaning in general, every year they turn to it more and more often. An increase in the 30-35+ age group may affect the demand for cleaning services, as it is the target audience.

Technological factors imply the emergence of new equipment, new types of chemicals and cleaners, robotic cleaning equipment, which will attract new customers and retain existing ones.

Thus, after analyzing the external environment of the organization, we can conclude that the market for cleaning services is currently quite competitive, as evidenced by the growth in the number of cleaning organizations. Comparison of 3 leaders in the cleaning services market with Clean World LLC using the competitiveness polygon made it possible to identify the “weak points” of the organization (such as brand awareness, advertising activity and lack of eco-cleaning services).

Clean World LLC has a linear organizational structure, within which all employees occupy a certain place in accordance with their status. The manager is responsible for all issues of the organization, i.e. he is fully responsible for the activities of the cleaning company.

Rice. 7. Organizational structure of Clean World LLC

Advantages of a linear organizational structure:

1. unity of command, i.e. an employee has only one manager;

2. high personal responsibility of the head for the final results of the work of the unit;

3. coordination of actions of performers;

4. receiving by executors of interconnected orders and tasks provided with resources;

5. quick response to instructions.

Disadvantages of a linear organizational structure:

concentration of power in the top management;

2. a large amount of workflow;

3. lack of support services;

4. high requirements for the manager, who must have extensive versatile knowledge and experience in all management functions and areas of activity carried out by employees subordinate to him;

5. information overload.

The organization is at the patient stage of the life cycle. The micro-enterprise OOO Chisty Mir is characterized by the structural model "Simple" structure" - the lack of standardization means that the structure is organic, but due to direct management with a wide standard of manageability.

The rationality of the structure is examined and evaluated on the basis of four control parameters:

1) division of labor- horizontally enlarged(a large number of broad tasks ("jack of all trades");

2) reception of grouping - functional grouping principle;

3) delegation of authority - complete centralization of power.

4) Norm of controllability

Total number of staff: N=3+7=10 people

The employment rate of personnel in the management apparatus does not exceed the norm. Thus, each employee performs the work assigned to him. The manager correctly distributes work, current affairs are completed in a timely manner.

Thus, we can conclude that the organizational structure corresponds to the stage of the life cycle and the size of the organization.

The staff structure is presented in Tables 7 and 8.

Table 7. The number of employees of Chisty Mir LLC for the period from 2013 to 2015

There is no staff turnover in the organization Clean World LLC, which indicates the stability of its work.

Table 8. Gender and age composition of LLC Chisty Mir personnel for the period from 2013 to 2015

The predominance of relatively young personnel in the enterprise has a positive effect on productivity.

Based on the foregoing, we can conclude that at the moment the organization is at the patient stage. The staffing has remained relatively stable over the years.

To determine the composition of goals and objectives, one cannot do without an integrated, systematic approach. As a convenient tool for effective and comprehensive goal setting, a goal tree is used, which is a decomposition of the main goal into subgoals. The foundation of the goal tree consists of the mission and goals of the organization, which represent the main task of the work to be performed by the employees of the organization.

Fig. 8. Goal tree of Clean World LLC

Subsystem Goals: Marketing

Determining the needs of the population in cleaning services

Control over changes in consumer demand

Increasing market share by attracting new customers

Increasing sales to each customer

Entrance to the top 5 leaders in the cleaning services market

Implementation of additional services: purchase of highly specialized equipment

Subsystem Goals: Finance

Increasing the level of financial security of the enterprise by maintaining and increasing the permanent client base

Improving the quality of financial management

Profit maximization of the organization

Subsystem targets: personnel

Taking measures to improve the working conditions of employees

Creating a favorable climate

Management of salary levels, which should correspond to the tasks of retaining and stimulating employees

Increasing the professional level of employees (training, training)

Subsystem Goals: Management

Effective achievement of the goals of the organization, eliminating the waste of time, resources and talents

Analysis of problems in all spheres and areas of the organization's activity and identification of the most costly and requiring more attention

Drawing up a plan for further optimization of work

Monitoring performance, adjusting activities and maintaining performance

1. The director carries out

Planning and control of the financial activities of the organization - preparation of tax and accounting reports,

Supervision of the activities of the sales manager, who reports twice a month on the number of customers and revenue

Monitoring the work of shift supervisors who are required to provide the customer with a document in which he confirms the quality of services

Crew planning (schedules)

2. Sales manager - planning and forecasting sales and revenue

3. The shift supervisor controls the quality and timing of the work performed by the cleaners, controls inventory and detergents before and after work, controls the correct use of equipment, consumables, inventory, chemicals. funds. Once a week provides the director with a report on the cost of materials and checks for purchases.

Motivation in the company is carried out with the help of non-material incentives

prevention of conflicts between employees,

Ability to transfer to another team in case of conflicts between employees)

Personal contact between the employee and his manager

congratulations on holidays that are significant for the employee and the company, holding corporate events

and material:

payment of cellular communication of the foreman and sales manager

payment of transport costs (payment of gasoline costs for the foremen's car)

· bonuses to employees at the end of the year, for the holidays (New Year, February 23, March 8, the day of housing and communal services workers and consumer services - the third Sunday of March);

Bonus to the sales manager for exceeding the average monthly customer acquisition plan

Let's analyze the corporate culture of the enterprise based on various features:

I. By degree of generality. The corporate culture in the organization has a democratic look. It is characterized by the following features: rational distribution of responsibilities between team members, delegation of authority, the presence of two-way feedback.

II. By the degree of intensity of maintenance of values. To determine the belonging of the corporate culture of Chisty Mir LLC in terms of the degree of values ​​maintenance, it should be analyzed according to several criteria:

1. "Depth" of corporate culture, determined by the number and stability of the most important beliefs shared by employees. The corporate culture of Chisty Mir LLC has taken root in the perceptions and views of the company's employees, both at the superficial level (the style of clothing - the company's logo on the uniform of employees) and at the internal level (common values, events).

2. The degree of sharing of corporate culture by members of the organization. It can be argued that all aspects of the corporate culture of Chisty Mir LLC are fully accepted by all its employees.

3. Clarity of priorities created by top management. The specifics of the work of LLC "Clean World" involves the implementation of setting goals and objectives by the director of the enterprise for their further solution by the team, which requires the provision of complete information to the employees of the enterprise on orders and the delimitation of activity priorities.

Thus, based on the analysis of corporate culture factors, the corporate culture of Chisty Mir LLC is built according to the type of task culture and values ​​of the enterprise, which imply clear solutions to problems with a certain freedom in choosing activity priorities.

The cleaning company Clean World LLC uses the following personnel management methods:

Administrative methods of personnel management: employment contract, work contract, charter, job descriptions, work instructions - safety precautions, rules for using equipment and preparing cleaning mixtures

Economic methods of personnel management: wages (piecework wages for cleaners and shift supervisors; hourly wages for a sales manager). Elements of employee welfare (fare)

Socio-psychological methods of personnel management: creating a favorable climate - minimizing psychological conflicts (scandals, resentment, stress) - (transfer to another team in case of conflicts). Methods are aimed at creating the spirit of a single team.

Decisions made in an organization are highly structured (programmed). They are the result of implementing a certain sequence of actions or steps (similar to those taken when solving a mathematical equation). At the same time, the number of alternatives is limited and the choice is made within the directions set by the organization, as well as taking into account regulations, standards, rules, etc.

The effectiveness of organizational management largely depends on the personal, intellectual (“mental energy”, as defined by Ch. Spearman) potential of the managerial staff.

The intellectual potential of the director of Chisty Mir LLC was assessed with the help of his employees on a 5-point scale:

Thus, the intellectual potential of the director is quite high, which indicates his competence and reasonableness in making managerial decisions.

According to one of the most famous two-dimensional leadership models developed by Robert Blake and Jane Mouton, the director of Clean World LLC seeks to take into account the interests of the case and satisfy the needs of subordinates (test in Appendix 1). This intermediate style is called Organizational Management. The main thing in this case for the leader is to seek and find a compromise between the need for production achievements and maintaining a sufficient level of satisfaction of subordinates.

In the course of the functional analysis, the characteristics of the studied processes were identified, which are necessary for making informed decisions about the further need to improve the management system. Functions in the organization are performed at the proper level, management methods are correct for this organization.

Thus, a tree of goals has been built, the goals and sub-goals of the organization have been formulated, and the main management functions have been analyzed. The control and planning in LLC "Chisty Mir" is analyzed, the methods of labor motivation and methods of personnel management are considered. The leadership style is defined - “organizational management”, this indicates that the leader seeks to take into account the interests of the case and satisfy the needs of subordinates.

Clean World LLC uses documentation in the course of its activities, namely: orders, instructions, instructions, employment contracts, weekly reports, sales receipts, for which MS Office is used.

Clean World LLC uses the 1C program for reporting. Software product for conducting equipment inventory within the enterprise - ArtConfig Inventory 3.3.4.5.3. on the 1C platform, as well as the xStarter scheduler, allows you to receive daily reports and save them to a specified directory and send notifications about completed tasks without user assistance.

Also, to conduct business, you need a bank POS-terminal for cashless payments with customers.

The organization itself has a website for the services provided, a screenshot of which is presented in Appendix 2. The websites contain up-to-date information about the services, price list. Sites work well enough. It is possible to order an application online for receiving a service.

Analysis of the use of modern technologies: the equipment and software used is updated taking into account physical and obsolescence. As long as the processes are running smoothly, the organization does not need to use more costly modern technologies.

A SWOT analysis was carried out by Chisty Mir LLC:

Strengths 1. Established stable relationships with regular customers 2. Established stable and mutually beneficial relationships with suppliers 3. Knowledge and experience of the company's management team 4. Use of modern equipment and safe materials 5. Reasonable pricing policy 6. Low staff turnover	Weaknesses 1. Lack of professional training courses, certificates for cleaners 2. Lack of discount policy 3. Lack of highly specialized equipment 4. Lack of working capital to increase profits 5. Lack of brand knowledge 6. Low advertising activity
Opportunities 1. Requests from customers for the provision of "eco-cleaning" services 2. Availability of new market niches (consumers) 3. Availability of modern types of advertising on the market	Threats 1. Presence of strong competitors 2. Declining living standards 3. Inflationary processes 4. Tax increases 5. Instability of tax and economic legislation

Based on the analysis, the problems facing the company were identified. These problems are caused by the existing positive and negative factors within the company Clean World LLC, as well as the existing external threats and opportunities. According to this, it is possible to identify the main directions for improving the position of the company in the near future.

Based on the SWOT analysis, it can be seen that there are a number of weaknesses in the organization of LLC Clean World. The main ones are: the lack of highly specialized equipment (for example, equipment for eco-cleaning) and, accordingly, the lack of necessary knowledge among employees to use it, which is why a certain number of potential customers are lost. But there are also opportunities to achieve an increase in sales: the introduction of such equipment will improve the quality of service for regular customers and attract new ones, because. There is a demand for this service.

The MAX CLEANING company consists of different divisions that perform different functions and tasks, the organizational structure of the MAX CLEANING company is shown in Figure 1.4.

Figure 1.4.-Structure of the organization

The General Director and his Deputy manage the MAX-CLEANING company, which consists of the following departments:

Department for work with clients;

Department of work and others.

The scope of activity of the MAX-CLEANING customer service department is extensive: its main task is long-term cooperation and servicing of legal entities, analysis of their needs, level and focus. Negotiating with client companies, getting acquainted with the terms of sale of services provided by MAX-CLEANING, monitoring the performance of work - all this is an integral part of the work of this department.

The client company can apply to MAX-CLEANING and conclude an agreement on cleaning the premises. The contract can be one of two types:

service - is concluded for the purpose of obtaining long-term cleaning services,

single - for a single provision of cleaning services.

At the conclusion of the contract, the manager of the company is obliged to find out all the necessary information about the client and his premises. If the client needs cleaning of several premises, the contract is concluded for each of them.

Depending on the type of premises (industrial, commercial, industrial, warehouse, etc.), a cleaning class is selected. The MAX-CLEANING company provides the following cleaning classes:

General one-time;

Economy one-time;

monthly;

weekly;

Quarterly.

are different cleaning classes possible

The manager will help to agree on the class and terms of work on cleaning the premises in the event of a long-term service contract or a one-time order. When cleaning the premises, the client has the right to choose a combination of different classes provided by MAX-CLEANING. The cost of the contract depends on the chosen class of cleaning and the size of the room.

After the conclusion of the contract, planning and control over the cleaning will be transferred to the works department, the function of which is the timely and high-quality provision (performance) of cleaning services.

senior foreman and cleaners (not so in the scheme), In my opinion, I got confused with foremen and senior foremen and just cleaners.

The work department includes the head of the warehouse, the driver, as well as the senior foreman and cleaners forming separate work teams. Upon receipt of data on cleaning, the senior foreman appoints a team and distributes work among the cleaners included in it, in accordance with existing standards for the selected class of cleaning. Cleaning of the client's premises is carried out within the established time limits specified in the previously executed contract.

Control over the quality of the services performed is carried out by the senior foreman, who checks the performance of the task by each brigade cleaner and evaluates it on a five-point scale. As a result, they form an assessment of the work of the whole team. The senior foreman submits a report on the performance of work and its evaluation to the client manager.

After that, the client accepts the work and, if desired, can evaluate the quality of the work also on a five-point system. The client's assessment is recorded by the company's manager. The work is considered accepted with a score of “5”, with a score of “4-3”, the senior foreman sends a team to correct shortcomings, no bonus is paid, with a score of “2 and below”, the teams redo the work completely and reorganize.

In the course of the analysis of activities to control the performance of work under the contracts of the MAKS-CLEANING company, a business process diagram was built, shown in Figure 1.5.

Figure 1.5.-Scheme of the business process of the customer service department and the work department