Writing a Business Plan - How to Start a Home-based Computer Repair Business - page 64

quirement in e-commerce as it is in other businesses. Customers count speed of service as
a key reason they do business with a company. They resent delays and hate waiting for
service. In the United States, almost 80 percent of the gross domestic product (GDP) is
generated through different kinds of services, and a company that distinguishes itself with
quality work while offering expedited lead times will impress customers. Customers gen-
erally are not thrilled if they receive good service, but they are highly dissatisfied if they do
not. NEWCO, LLC will provide the necessary framework to cope with these demands by
cutting the waiting time for service.
Customers also want consistent, reliable, and easy-to-use service. As the speed of service
increases, customer expectations grow, making friendly, easy, and solutionoriented custom-
er service an important business trend.
Soon, shoppers will simply wave their cell phone over the item they want and the charge
will automatically appear on their cell-phone bill. It's happening in some cities overseas
already. And right now, MasterCard and Motorola are testing a similar program here in the
United States. Retailers have registers that will take the signal from the cell phone, and
the purchase is automatically converted to a MasterCard charge. Buyers don't have to sign
anything. There is concern that if this feature stopped working and was in need of service,
it would be like losing your wallet. Speed and trustworthiness will be paramount.
NEWCO, LLC is planning to take advantage of these trends in technology. We shall also
be very quick in establishing our own website to take advantage of e-trade.
Operations
The operations of NEWCO, LLC will be maintained at a residential office location until
such time that finances permit the lease of a commercial location within the city of
Anytown, USA.
Proper equipment, technician stations, tools, and lighting will be present. Each service per-
formed will include a thorough quality-control check prior to delivery to ensure complete
and correct repair.
Management Plan
The management of NEWCO, LLC is made up of the owner, who will provide the market-
ing, operations, and service for the business.
Personnel Plan
The NEWCO online store will operate virtually twenty-four hours a day, seven days a
week. Although the store opening hours will officially be 10:00 a.m. to 5:00 p.m., it is clear