English Language Consultancy

Esperanto Consultants

Tutor: Michael Oyelere Module Code: MAN

Esperanto Consultants

Group Members: Christian Badenhop, Fahran Kahn, Zouhir Keli, Olena Tybinka and Diana Tzonevska Word Count:

Table of contents

1.

Terms of reference 3 Methods and Procedure 3 Management Statement 4 Mission Statement Goals and Objectives 4 Goals 5 3.2.2 5 Objectives Target group Administration Organisation Structure Office : Location, Size, Price 2 4

2.

3.

3.1

3.2

3.2.1

3.3 4. 4.1
4.2

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Course Description Modern languages courses Business culture course Consulting services Human Resource Section Full-time receptionist Part-time Accountant Part-time Human Resource Manager Recruitment process Staff handbook 10 Marketing Seven Ps Product Price Place Promotion People Process SWOT analysis Financial assumptions Costs Rent Utilities Phone Internet Wages

6.1
6.2

6.3
6.4 6.5

7. 7.1 7.1.1 7.1.2 7.1.3 7.1.4 7.1.5 7.1.6 7.2 8. 8.1 8.2 8.3 8.4 8.5

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One off costs (rent deposit, BT installation, dictionairesm furnishing, electronics)

9. Sources 10.Appendix

2. Terms of Reference

Esperanto Consultants is a newly founded language consultancy created by seven entrepreneurs. All partners are teachers and hold an equal number of shares. After working as freelance consultants for ten years, they decided to build their own consultancy in Central London. To ensure that the company works efficiently and profitably, more staff will be needed. Therefore, the partners will employ a part-time accountant, human resource manager and marketer and a full time receptionist. The firm offers customized courses in the most widely spoken and popular languages (English, Spanish, Mandarin, French and German). Included in the report are the companies vision and goals, details about the courses, an overview of its organisational structure and its marketing and financial plans. This report was compiled in a team effort by Christian Badenhop, Fahran Kahn, Zouhir Keli, Olena Tybinka and Diana Tzonevska for Michael Oyelere at the European Business School London. The assignment is to be submitted by Friday the 13th of November 2009.

3. Methods and Procedure Esperanto Consultants

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This report is compiled from primary as well as secondary research, which has been gathered over the past few weeks. There has been email contact with various language schools, for example Berlitz Language School and direct phone contact with different estate agents operating in the centre of London. All additional methods used are widely known strategies and information given by Mr. Michael Oyelere.

More detailed

3. Management Statement

Developing an ideal strategy has been the key factor for many businesses to grow their revenues, gain reputation and successfully dominate larger market share. A strategy helps to determine the objectives and goals which a company is willing to achieve. It also involves designing a mission statement to explain the existence of the organization. A well planned strategy can be set by carrying out a range of research such as PESTL and SWOT analysis (Hall, D; Jones, R; Roffo, C; 2007, 37, 38) Esperanto Consultants is a relatively small business that has the ability to gain reputation and become highly competitive but competitive advantages need to be gained in order to have an edge over its rivals. The company will be therefore based in the heart of London, preferably across the City in order to be

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more visible for the targeted consumers. Facilities such as computers, screens and projectors must be highly sophisticated to provide professional methods of teaching and to ensure the efficiency of the services. Subjects and courses must not only be based on business theories but also on practical activities to ascertain full capacity of learning, as well as improving skills. The inclusion of flexible programs can accommodate higher overseas clients, creating a friendly international environment and enabling clients to build a vast social networking.

3. 1 Mission statement

Esperanto Consultants is highly committed to provide our clients with a high academic level and professional quality, treating them with respect and courtesy to sustain a strong long-term relationship. Our aim is the satisfaction along with the development of intellectual capacities of each individual client.

Esperanto Consultants, as its name already suggests, seeks to create internationalism, providing its clients with the knowledge of the most wide spoken languages and its respective cultures, as well as with important consulting services in these languages. We want

Esperanto Consultants is dedicated to enhance flexibility through its course and location choices in order to create the most convenient service for its customers.

3.2 Goals and Objectives

The aims and objectives of a business play a twin role over its performance. In fact, clearly defined aims and objectives will significantly facilitate the process of decision making and help employees to understand what must be accomplished and how to proceed. Arguably, businesses tend to have different aims in the short run than in the long run; for instance, well established firms are

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more likely to be interested in growing their brand loyalty and gaining larger market share whereas small firms tend just to survive. Objectives, however, are the measures or steps that need to be undertaken in a bid to attain the overall goals. It is argued that objectives tend to be SMART. As a matter of fact they are subject to changes. Therefore, Esperanto Consultants must be careful in adjusting its objectives on the basis of the business cycle and customers behaviour. (Hall, D; Jones, R; Roffo, C; 2007, p27, 28, 30, 31)

3.2.1 Goals

The aims of Esperanto Consultants are to deliver high professional and academic support to people willing to learn English and other major languages, improve their cultural knowledge of the respective business cultures or requiring consultancy services in these languages. As the company will initially be run on a small scale, competition is likely to be fierce in the short run, since many established firms will exercise their competitive advantage consisting of their larger market share. Therefore, it is substantial to put forward initial goals such as gaining reputation and confidence by maintaining a strong customers satisfaction in order to build market share. Once the business is well established, further expansionary plans can be then considered such as optimizing profit through economies of scale, further expanding the business in other major cities, improving the image through donations and contributing in environmental projects.

3.2.2 Objectives

The objectives that need to be set initially to maintain the company in good financial condition involve accommodating an appreciable number of clients to increase revenue patterns, on an annual basis, by 10%. This could be achieved through advertising campaigns across relevant websites and newspapers, including The Financial Times, The Telegraph and The Economist. Another objective that needs to be taken into account is to build a good reputation by establishing a high academic level along with tutorials, as well as dealing carefully with customers claims, in other words: keeping the number of complaints as low as at 2% per year.

3.4 Target group

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The different services our company provides are mainly targeted at business people, especially those who work in international businesses but also in a minor way at individuals, mainly to fill lack of customers during summer or winter vacations. Mostly however, Esperanto Consultants aim to improve the language and business cultural skills of employees who are to be sent abroad to represent their company or at employees of foreign companies based in London who need to improve their English skills. Our clients can also benefit from vital consulting services such as editing and translating. Esperanto Consultants will mainly suggest small group courses that are more valuable when learning a language and that include 4-8 participants but it will adapt to the demands of its clients

4. Administration
4.1 Organisation Structure

As in many new businesses, one of the first steps to be accomplished is to design carefully an organisational chart. It is highly important to consider the usefulness of setting up an appropriate organisational chart as it provides an overview of the company structure. Indeed, an organisational chart illustrates the hierarchy of the company and the relationship between employees within a company. It also demonstrates the chain of command and the span of control. Usually, this military method is primarily used in business to facilitate the communication between employees outline clearly the duties and tasks requested to undertake. In addition, it supports the prospect of work environment as it creates motivation and eliminates the risks of conflicts and misunderstandings. After taking into account all the inner and outer aspects of your company, we would like to suggest the following organisation chart:

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The above diagram represents a functional organisational chart with a flat hierarchy structure. On the basis of the size of your company, wide span of control would be appropriate to facilitate the communication between employees and to fasten decision making process. Indeed, instructions will be mainly passed on from the general director to its subordinates, thus any employees with lateral relationship have no authority over each other. Given that your company provides two different services including English teaching and professional training, our sample chart indicates the duties and responsibilities of each position within the organization thereby making tasks easier to undergo.

4.2 Location

Being flexible is of our main concern as we know how important convenience is for our business clients. Therefore, we decided to outsource meeting rooms from one of United Kingdoms biggest provider: MWB Meeting Venues. This way, we can benefit from many advantages that give us a competitive edge: focus on our core service without having to rent an office or provide equipment and catering services, which is not only time consuming but also expensive offer our customers 3-5 different locations in central London from which they could chose according to their needs (we will present them more in detail below) easily adjust the location needs to the size of each group as the different offices have several rooms with variable capacity Our choice includes 3 main locations at Canary Wharf, Marble Arch and Covent Garden and 2 locations at the City Tower and in the Baker Street in order to adjust our and the MWBs capacity. We chose training rooms which are located in business districts with a wonderful view and which have variable room sizes

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capable of bearing from 4 to 25 people. We also focused on locations which are rather small and cosy and have natural daylight. The map highlights these:

5. Course description

4.1 Modern languages Courses

Esperanto Consultants provide a wide range of modern languages most used in todays business world such as English, Spanish, Mandarin, French and German. Each course consists of three different elements which include the writing approach which consists in developing the ability to write formal business reports; the reading approach involves learning how to interpret English text and the speaking approach helps to improve communication skills. Each of the aforesaid components will be assessed on a semester basis.

4.2 Business Culture Courses

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The language alone does not give an insight in the business culture of a country. Even if the European countries culture is quite similar it is not the case for the Latin American and Chinese speaking world. Therefore, Esperanto Consultants will provide special courses for those willing to learn these languages or to improve their knowledge about their cultural uniqueness. These courses will be taught less regularly than the language courses and there will be a promotional package for clients willing to link their Spanish and Mandarin learning to the business culture learning.

4.3 Consulting Services

Esperanto Consultants will also provide consulting services in the languages it teaches. These will include simple copy editing including proofreading and substantive editing more focused on the content of the document. Moreover, we will offer translation services needed for communication purposes of a company with its counterparts abroad (brochures, reports etc.)

5. Human Resource Section

As mentioned at the beginning of this report, Esperanto Consultants is a newly founded language and consulting company which aims to employ additional highly qualified staff in order to fill up the lack of knowledge its founders have in fields like HR, Marketing and Finance. Part-time Finance, HR and Marketing managers, as well as a full-time receptionist are therefore required for the company to operate efficiently. The latter would have to do the general administrative work and would be the main interface between the customers and the service providers. The employment of additional full-time staff is not required due to insufficient work load.

5.1 Full-time Receptionist: Job description

Esperanto Consultants is looking for a full-time Receptionist who is forward thinking, responsible, managerial, multi-tasking and can bring a genuine approach to every working day. Job Title Objective Administrative Assistant To provide a solid and consistent support for the company for all reception and general office administration tasks 11

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Accountable to Responsible for Location Key result areas

The Partners of Esperanto Consultants The organisation of all office activities. Inner London Coordinate the communication flow between all members of the company through smooth and efficient management of daily office operations. Assist the Finance, HR and Marketing Managers Perform a wide variety of responsible secretarial work Coordinate office communications. Answer telephone calls Communicate with the other Managers Greed all visitors, customers and members of staff adequately Compile information and prepare and maintain a wide variety of records and reports related to each individual customer

Key tasks

Core skills

Modern office practices IT and assigned software knowledge Terminology and operations of assigned office or program Telephone techniques and etiquette Business letter and report writing, editing and proofreading Correct English usage, grammar, spelling, punctuation and vocabulary Interpersonal skills, i.e. oral and written communication skills Introductory period of 3 months with a minimum contract of 1 year 25000

Time Horizon Annual Salary

5.2 Part-time Accountant: Job description

Our company is searching for a part-time Accountant who is accurate, motivated, responsible and can handle the task of producing and analyzing the financial information of the newly founded consultancy in order to help to set long-term goals.

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Job Title

Associate Finance Manager

Objective

Ensuring that a high quality and effective financial service is provided on a regular basis. Also, that all records are adequately kept The Partners of Esperanto Consultants Finance Supervisor Inner London To keep adequately the finances of the company To assist with the administration of the rented rooms To assist with efficient document management To help develop the aims and objectives of the company No job profile can cover every issue, which may rise later so that he will be expected to carry out other financial duties from time to time (e.g. concerning investment opportunities)

Accountable to Responsible for Location Key result areas

Key tasks Core skills

Identify cost savings ideas, revenue growth opportunities and strategies for productivity improvements A minimum of a BA in Finance At least 5 years of experience in the finance sector Spreadsheet and database analysis Experience with Excel and general IT skills Good telephone and face to face skills References required

Time Horizon Annual Salary

Introductory period of 3 months with a minimum contract of 1 year 12000

5.3 Part-time Human Resource Manager: Job description

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Esperanto Consultants also needs to recruit a part-time HR Manager who is motivated, responsible, and has a creative personality and who can handle the task of leading all HR related duties, mainly the recruiting and training processes necessary in a newly founded company. In order to design efficient training programs he will need to work continuously together with the teachers of the firm.

Job Title

Human Resource Manager

Objective

Safety of the workforce. Development of highly qualified personnel through training. Development of an employee-oriented company culture

Accountable to Responsible for

The Partners of Esperanto Consultants Organizing and leading HR practices as well as objectives that will provide an employee-oriented environment. High quality performance culture that emphasizes empowerment, productivity, goal aiming, and the recruitment and ongoing development of a superior workforce.

Location Key result areas Key tasks

Inner London Helps with the implementation of all kinds of policies, services and programs of the company. Also reports to the partners, and assists company managers with HR issues. Recruiting and staffing Organizational and space planning Employee orientation, development, and training Employee relations Company employee and community communication Employee safety, welfare, wellness and health

Core skills

A minimum of a BA in HR At least 5 years of experience in the Human Resource sector, preferably in an academic field (teaching, consulting)

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Very good telephone and face to face skills. Spreadsheet and database analysis. Experience with Excel and general IT skills. References required. Time Horizon Annual Salary Introductory period of 3 months with a minimum contract of 1 year. 12000

5.4 Recruitment Process

In order to achieve successful recruitment, Esperanto Consultants has to follow some simple steps. The advertisement for the three occupied vacancies should be published in affordable job vacancies sections in newspapers such as the London Loot and on the Internet in order to keep the costs low. The candidates who are found to be suitable for the position should send in their CVs, and any prospective candidates (the aim is at least 4 or 5) will be invited for an interview. Interviewing more candidates would be time consuming and it is likely that the right candidate will be found within the five interviewees. In regards to the Accountant and HR vacancy, additional test related to the respective fields will be used to clearly determine which candidate is best suited for the position. The interview process should have three of the partners present so that a fair and accurate judgement could be made. The receptionist will need to undertake some in house training in order to be fully aware of the range of different courses, prices, locations and also to be able to give adequate advice to any possible customers. However, there is no training needed for the accountant and HR manager because it is a pre requisite that they be fully qualified (BA degrees), and also have enough work experience to work effectively. MARKETING All new employees will be on a probation period for three months.

5.5 Staff Handbook

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6.5.1 Introduction Esperanto Consultants aims to give the best possible customer service at all times. In order to implement this effectively, the staff handbook has been designed to give a brief overview of its employment procedures and guidelines. All employees should have read the handbook and be willing to follow its procedures on a daily basis.

6.5.2 Section 1: Employment Practices

6.5.2.1 Employment The working hours for full-time employees are 09.00 until 17.00, Monday to Friday. For part-time employees, the working hours will be agreed in their individual contracts. Every employee of the ECC is responsible for its own actions.

6.5.2.2 Attendance and lateness Regular attendance and punctuality are essential to provide and ensure high quality. It is compulsory that every employee is consistently on time. Tardiness will not be accepted and will lead to disciplinary actions.

6.5.2.3 Appearance A high standard of neatness and personal cleanness is expected. All employees have to dress formally in order to project the right image for our company. 6.5.2.4 Private phone calls Private phone calls during the working hours are not permitted, except in emergencies and other extenuating circumstances. They will be allowed during designated breaks, but should not impact the company expenses.

6.5.2.5 Annual leave Holiday entitlement will be discussed individually with each candidate during the interview process and will be specified individually in each employee contract.

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6.5.2.6 Jury leave The company must be informed by employees as soon as possible when they are called up for jury duty in order to hire a temporary replacement for this employee if the workload is necessary.

6.5.2.7 Sick leave Any kind of absence has to be reported to the partners within 2 hours of normal working time. A medical certificate must be provided.

6.5.2.8 Maternity benefits An employee who is unable to work due to pregnancy is entitled to reasonable and pre- designated time off work with full pay. In addition, approvals for appointments during and relating to the pregnancy are needed in order to replace the employee with suitable cover if needed.

6.5.2.9 Meal time and facilities For full-time employees lunch is designated for an hour and can be taken between 12.00 and 13.00. Food can only be consumed at designated times and in designated areas within reason.

6.5.3.0 Resignation In case of resignation, the employee has to give the appropriate time of notice to the company which is stated in your contract. The resignation has to be formally written and submitted to the company.

6.5.3 Section 2; Benefits and Salaries

6.5.3.1 Salary Wages received every month are stated in the contract and will be transferred on the first working day every month.

6.5.3.2 Expenses

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The company will reimburse any authorised and necessary expenses which can be proven to directly link with company business.

6.5.3.3 Overtime Hours worked over the normal working period are considered as overtime and will be remunerated as stated in your contract.

6.5.3.4 Bonuses Bonuses are given to employees who have achieved an outstanding performance. Every employee will also receive at 13th salary for Christmas, which is basically the Christmas bonus.

ECCs Staff Handbook is only given to employees of this company and it is strictly forbidden to give any of this information to a third party.

6. Marketing

The seven Ps form an integral part of marketing, as they represent tools that a company requires to achieve its goals or objectives when offering services to its clients. They include product, price, place, promotion and in a broader context people, process and physical evidence. It is therefore important to analyze in what way these seven Ps relate to our company.

6.1.1 Product

The product represents a key element in the marketing mix as it describes something offered to the market for attention, acquisition, use or consumption (Principles of Marketing, 2008). A more formal definition may be the following:

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a product is a physical good, service, idea, person or place that is capable of offering tangible and intangible attributes that individuals or organizations regarded as necessary, worthwhile or satisfying that they are prepared to exchange money, patronage, or some other unit of value in order to acquire it(Brassington, 2007).

A product is the answer to fulfill a customers needs and obtain differentiation on the market from the competition. Not only does a product have to represent a physical object, it can also represent a service offered, from which the public derives benefits. This is the case with Esperanto Consultants, which offers a service, i.e. language and consulting services, to the public. Even if mainly targeted at business people, the languages offered can appeal to a very diverse audience, as they include the most widely spoken languages in the world A product can be divided into four parts, which include core, tangible, augmented and potential product. The core product is the main benefit of the product and represents in our case top class customized language knowledge and consultancy. As it is an intangible product, the next layer of the anatomy of a product is the augmented product which represents an additional service to make the original offer more attractive. In our case, the augmented product consists of our business culture courses that help to gain a better understanding of the Spanish and Mandarin speaking world. Finally, the potential product layer looks upon the various possibilities for the development of the service in the future. This could be a future goal formulated by Esperanto Consultants, such as introducing a wider range of languages, by offering for instance Italian, Russian and Portuguese.

6.1.2 Price

Price represents another element of the marketing mix and may simply describe the sum of all values that consumers exchange for the benefits of having or using a product or service (Principles of Marketing, 2008). The price has to reflect the value of the service offered from a customers perspective as well as a reflection of profit generated for the company offering the service. Also the price must be competitive in order for the company to survive in a competitive environment. Therefore, we propose the following prices for our courses:

6.1.3 Place

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The place is the location where the product or service can be purchased, often also referred to as distribution channel. The distribution channels can be web-based ones, where the customer can specify its demand and purchase the service having received the adequate information. The physical locality of offering language services may be at various companies that send their employees to learn a new language at the ECC or even at fairs held in schools. Other than that the locality of buying language is at the actual location of the institute.

6.1.4 Promotion

Promotion brings the product or service closer to the customer and acts as a method of communication to persuading the customer to buy the service. It has to give a clear message as to why the consumer should choose specifically this product/ service instead of all others offered by the competition. Esperanto Consultants should promote its service through specialized business reviews such as The Financial Times or The Economist and post its website on the Google search engine in order to save money. Moreover, its seven partners should create word-of-mouth about their new business as they have already many potential clients from their past experience they could bring into the new company. Direct marketing could be therefore a powerful tool to promote Esperanto Consultants by using previous contacts and extend the customer base by writing to international companies human resource departments. Finally, our company should make an effort to establish relationships with some journalists in order to get valuable publicity and be present at several international business fairs in London.

6.1.5 People

This element represents all people that have an influence on the customer and includes employees, knowledge workers but also customers as they also influence the value of the service by giving valuable feedback. In fact, they will be asked to fill out a questionnaire at the end of their course so that our company can regularly evaluate its performance.

6.1.6 Process

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The process is a procedure by which an exchange of value is achieved. The process for the Esperanto Consultants is its special way of teaching emphasizing learning in small groups and many practical activities that will give many opportunities to speak in class. Its consulting services will be performed by the same teachers and will be perfectly adapted to the customers needs.

6.1.7 Physical Evidence

The physical evidence is something, which allows the customer to measure the value of the received service. It is the certificate attendees receive after taking a course. This certificate, together with an individual evaluation sheet, will help clients to see the improvements of each employee and determine the overall quality of the service.

6.2 SWOT analysis

SWOT analysis is a method used to evaluate the strengths, weaknesses, opportunities and treats involved in a business or project. A firms strengths are its resources that can be used to create a competitive advantage. Esperanto Consultants has many advantages, which allow it to be successfully competitive in the particular business field. The staff of the company has a long working experience, which makes it highly appreciated among other management and language trainers in the UK. The partners had their own successful free lance business, which automatically makes the lectures and advices, they give to the customers, relevant and desirable. Our company offers elegant and thumping training venues. They are based in central London and are suitable for small or big groups depending on the needs of our clients. The premises in which the company offers its services are exclusively designed to satisfy even the most particular requirements that our clients have. In the training rooms, we offer a delightful office atmosphere with contemporary furniture and brand new computing and presentation technologies,

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ensuring the best quality of teaching materials and resources that the modern business pupil can find. The management and the language courses offered, are designed to fit the busy schedule our clients. The courses we offer have different time dimension, making them perfect for the particular needs for all potential clients. Our sessions are done one to one person and in groups, up to 20 people, which allows us to look deeply into every trainees single concern. At the same time in our big group (seminars) sessions, we teach our trainees how to work in team and how to be co-operative. Offering these two types of sessions, we make sure that we cover all the areas that a businessperson needs to be prepared for. Having this in mind, we are delighted to say that we are the only company on the market that offers this service. However, as our company offers high quality services, the prices for our courses are not cheap. Targeting mainly business people, we aim to give our clients only the best possible learning outcomes and standards. This inevitably leads to approximately 25 % higher prices in comparison to average prices offered by basic training companies based in central London. In our company, this factor is the only actual weakness, which considers revising in the future years of development. Being a young company, we see ourselves as a potentially growing and developing factor in the market. The opportunities we consider are many and are likely to be taken in the following years. The company has the potential to grow and reach popularity as it is regarded as one of the most qualitative and promising training companies recently opened in London. As we gain popularity and more clients, we will be able to attract more highly educated and experienced trainers, who can also contribute in giving our special customers the best that they can possibly look for. Expansion in more training venues and afterwards making an overseas network of offices is an opportunity, which our staff aims to achieve. On the other hand, although we are highly motivated and very ambitious in maintaining the quality level as high as possible there are potential treats for our business as well. We are highly dependent on our customers, because we only rely on their good word after they have done a course with us. We do not invest in advertising. Other management and language training companies have huge advertising campaigns, which can attract new customers. Nevertheless, we believe that the best advertising is a recommendation. That is why we might gather popularity slower than expected and our expansion plans might be slightly delayed. However, when our clients recommend us to other business-orientated people our companys name will not go outside of the business circle. In other words, an advertising campaign may throw our name to the broad public and bring us out of the high -profiled business circle in which we aim to stay. Therefore, we choose to have a slower popularity development, but to make sure

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that we are entirely dedicated to business people or companies who have high demands and expectations and can afford to pay for them.

10. Financial Data

10.1 Costs

The main total costs include therefore only the cost of outsourcing the location facilities and the cost of labour. MWB charges the same amount for each location: 39 for a full day delegate and 25 for a half day delegate. The services include room hire, refreshments and equipment for 6 delegates or more:

Full day delegate package

Room hire from 08:30 - 18:00 Three servings of tea, coffee and biscuits Buffet lunch Still and sparkling water Flipchart, pens, pads and pencils Whiteboard

Room hire from 08:30 - 13:00 or 13.30 - 18.00 Tea, coffee and biscuits Either breakfast on arrival, buffet lunch or afternoon tea depending on time of booking Still and sparkling water Flipchart, pens, pads and pencils Whiteboard

Half-day delegate package

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The costs of the two price categories will therefore be the following: N of Half delegates delegate 1 4 6 8 10 15 20 25 25 100 150 200 250 375 500 625 day Full delegate 39 156 234 312 390 585 780 975 Therefore, the rent cost will become a variable cost for our consultancy which will adapt it constantly to its demand. The first months will give us an idea of how much we would have to spend on the facility cost which is difficult to estimate. day

Furthermore, during the first year of the existence of our business, we will hire a part-time accountant, marketer and human resource manager which we will require to work from home in order to save costs that would have been incurred by renting offices for them. Only their wages will be included in the overall costs:

Find office for the managers and customers Baker Street, excellent transport connections, central London, size (2 rooms: reception & customer talking, bureaus of the managers), require price!!!???...

 My part: Costs and Expenses!!! PowerPoint