Task 1 - BSBMGT517 BSBMGT517 Develop an operational operational plan Violeta Hoyos López
BBQfun's operational plan 1. BBQfun's operational plan is that Engaging with customers through marketing, marketing, research and personalised service, Building reputation for quality products and quality customer service, Supporting people to perform via training and performance management, Increasing sales revenue, Reduce direct and indirect costs of operations. 2. Brief summary of the BBQfun operational environment that : a. an outline of the legislative and regulatory context that is relevant to BBQfun’s operational plan are - Health and safety legislation sometime legislation sometime referred to as work health and safety (WHS) or occupational health and safety (OHS) - Privacy legislation legislation protect the privacy of citizens by ensuring that personal information is only collected when necessary - Australian Consumer Law details consumers' details consumers' rights and responsibilities - workplace relations legislation ensure that organisations treat their employees fairly - Anti-discrimination and equal opportunity legislation exist legislation exist to ensure that all seeking employment are treated fairly by employees and employers.
b. an outline of the BBQfun policies and procedures that directly relate to the operational plan are Recruitment and induction policy and procedures: procedures: The purpose of this policy is to establish guidelines for the recruitment and selection selectio n of employees. BBQfun aims to attract and employ the most suitable person for the position who will support the organisation’s values, culture and goals in order to achieve its strategic directions.
performance management policy, procedures: The purpose of this policy is to ensure performance management is carried out consistently, fairly and transparently and in accordance with organisational requirements. The scope of this policy covers the performance management process by
employees and contractors of BBQfun. Specific procedures for the implementation of this policy are on the company intranet.
c. The role of an operational plan in achieving the successful implementation of the e-commerce strategy to be measurement, implementation department in organisation such as Production and manufactory, Human resources, Processes, Distribution, Location and facilities, Equipment. 2. Research resource requirements for implementation of e-commerce strategy. After consulting with the management team and research resource can determine that ; ●
Medium risk of poor online sales.
●
High risk of customer service quality problems for online customers leading to a breach of consumer law.
●
High risk of staff misunderstanding changes and considering online sales as threat to jobs.
●
Medium risk of not being able to recruit fully trained online staff.
●
Low risk of loss of IP relating to confidential information contained within the ecommerce strategy when employees leave the organisation
●
Medium risk of loss of IP ownership if a relationship with the website developer contract ceases.
●
Low level risk of not complying with WHS legislation through lack of risk assessment conducted on potential musculoskeletal disorders resulting from poor customer service workstation design.
●
Medium risk of wastage due to overstocking product in anticipation of increased online sales.
3. Develop an action plan for the implementation of the e-commerce strategy.
Action plan
Milestone:
Action
and/or
objective
Date
Person responsible Budget
(to achieve strategic aims of physical or human resourcing)
Plant and equipment
or
resources
(where applicable)
30 June 2017
Riz Mehra,
Delivery trucks
Chief
$50,000 x 6= $300,000
Financial
Officer
Forklifts $10,000 x 3 = $30,000
Promotional
1 August 2017
Sam Marketing
Lee, $300,000
Manager Website developers
1 August 2017
Kim Chen,
$100,000
Operations General Manager Staff training (Online customer service training)
1 August 2017
Les Goodale, Human Resources
$3,000 per staff member = $24,000
(HR) Manager Recruitment
30 June 2017
Les Goodale,
$30,000
Human Resources (HR) Manager Management change leadership training for store managers and team
30 June 2017
Pat Mifsud, CEO
leaders
$3,000 each = 1 Brisbane store manager,
4
Brisbane
team
leaders, 1 Gold Coast store manager and 3 Gold Coast team leaders x $3,000 = $27,000 Warehouse and office reconfiguration
30 June 2017
Kim Chen,
$50,000
Operations General Manager Total
$861,000
4. Develop performance indicators for operational and financial targets and amend or develop existing operational plans to include KPIs and financial targets related to ecommerce strategy.Develop a balanced scorecard for an e-commerce customer service representative including three KPIs and associated targets. Balanced scorecard
KRA (key result area)
Target
KPI (key performance indicator)
Professional
Numbers of injuries
0% of injuries numbers
Numbers of absentees
<3% of total hours
Anti-discrimination complaints
0%
Lost Time Injury Frequency Rate
2%
Percentage performance
Increse by 20%
development
completion plans
performance
of and
management
process. Numbers of coaching sessions
100 % Completed
completed. Numbers of operational-related
100 % Completed
training programs completed.
Financial
General ledger accounts; financial statements: Increasing sales revenue. Revenue Profit
$11 million $1,792,286
Reduce direct and indirect costs of operations. wages cost of agent services consultancy fees wastage and associated expenses.
All
those
reduce
by
comparation revenue
Expense COGS target
$5,004,714
expenses 20
% with
Result
$5,890,000
Customer satisfaction
Percentage of brand recognition in sought-after categories in periodic
Incresing by 20%
customer surveys. Percentage of customers with positive view of organisational responsiveness, innovation, quality, ethics, safety.
Incresing by 25%
Less
than
five
Number of customer complaints.
complaints per quarter
Delivery times.
100
percentage
complete Number of returned items
Less than 2%
Internal
Completion of market/marketing
Complete
business
research.
One time per quarter
Completion of customer surveys.
Complete surveys Two research per year.
pocesses
Completion of reports to identify marketing opportunities.
research
One research quarter
per
5. Identify at least three risks to the implementation of the operational plan and develop a contingency plan for each risk (you may use the contingency plan template provided in Appendix 4). Risks must include: a. one risk due to employee underperformance b. one risk related to management of intellectual property (IP) c.
one risk due to breach of health and safety compliance responsibilities.
Contingency plan
Contingency Plan Company name: BBQfun Name of person developing the plan: Violeta Who was consulted as part of this plan? Name
Position
Kim Chen
Operations General Manager
Les Goodale
Human Resources(HR) Manager
Sam Lee
Marketing Manager
Risk identified: ●
Medium risk of poor online sales
●
High risk of customer service quality problems for online customers leading to a breach of consumer law
●
High risk of staff misunderstanding changes and considering online sales as threat to jobs
●
Medium risk of not being able to recruit fully trained online staff
●
Low risk of loss of IP relating to confidential information contained within the ecommerce strategy when employees leave the organisation
●
Medium risk of loss of IP ownership if a relationship with the website developer contract ceases
●
Low level risk of not complying with WHS legislation through lack of risk assessment conducted on potential musculoskeletal disorders resulting from poor customer service workstation design
●
Medium risk of wastage due to overstocking product in anticipation of increased online sales.
Strategies/activities to minimise the risk
By when
By whom
Poor online sales
1 Oct 2018
Sam Lee, Marketing
Reviewing and improving sales strategy
-
Website Design
Manager
-
Website Browsing Experience that always have a breadcrumb menu on every page so that visitors who arrive at a product page and not through the home page know exactly where they are in relation
-
to the stores categories. Smart Pricing add standard Guarantees such as The Money Back Guarantee, The Risk-Free Guarantee,
-
100% Satisfaction Guarantee Checkout Queue Times - Payment Flow Shop Location - Search Engine Optimisation consider using Google Ad words to get some quick relevant traffic and to find out which keywords work best to increase sales.
Implementing effective sales processes
-
Defining
customer
buying
processes
and
preferences
-
Validating and documenting effective sales process, selling stages, and activities to align with buyers
-
Establishing optimal sales management cadence and methods for inspection
Developing essential selling skills
-
Providing salespeople with consistent, repeatable sales methodology and messaging that are aligned with buyer behavior and preferences
-
Providing sales managers with process and skills for developing sales teams and coaching performance Providing continuous learning and reinforcement to master essential selling competencies
Providing sales productivity tools
-
Enabling easier sales process execution through the use of CRM-integrated tools and streamlined
-
reports Providing
guided
selling
applications
with
embedded learning and reinforcement based on winning sales practices
Customer service quality and breach of consumer law
1 Oct 2018
next one.
Operation General
-
Arm reps to address the emotional side of customer
Manager
-
interactions. Minimize channel switching by increasing selfservice channel “stickiness.”
-
Use feedback from disgruntled or struggling customers to reduce customer effort.
-
Empower the front line to deliver a low-effort
-
Don’t just resolve the current issue—head off the
Kim Chen,
experience.
-
More consider to addition Consumer law in the training program.
Staff misunderstanding changes and considering online
1
sales as threat to jobs
2017
-
August
Les Goodale,
identify issues that may cause conflict
Human Resources (HR)
consider cultural differences if difficulties or
Manager
misunderstandings occur make an effort to sensitively resolve differences, taking account of cultural considerations
-
address difficulties with appropriate people and seek assistance when required.
Not being able to recruit fully trained online staff
-
consider to hire consult companies to manage at the
-
short time. Training staff to support position that missing
Loss of IP when employees leave the organisation and risk
1 August 2017
Les Goodale,
1 Oct 2018
Kim Chen,
of not complying with WHS legislation
-
(HR) Manager
Consult with the lawyer
Operation General
Make sure the employment contract cover that IP
Manager
relating to confidential information contained within the e-commerce strategy when employees leave the organisation.
-
Find other website developer
WHS legislation through lack of risk assessment conducted
1
on potential musculoskeletal disorders resulting from poor customer service workstation design
2017
-
Make sure health insurance cover all employees Make sure the employment contract cover all WHS legislation.
August
Les Goodale, (HR) Manager
Wastage due to overstocking product
-
1 Oct 2018
Kim Chen,
Try to do online marketing by Preoder sale. In case overstock than make promotion by consider
Operation General
the price should cover overall cost at least.
Manager
6. Develop a proposal for resourcing to be presented for approval to the Operations General Manager. Include in your proposal:
-
According to research from the website. The e-ecommerce become more popular because time plays an important role to both the business and consumers. The eecommerce make more cost effective because company don’t need more human resources, Capital…etc. Therefore, low capital make high quality then make more
profit. So the company make a faster, easy for the consumers to use the e-ecommerce that would be winner.
a. breakdown of costs:
Resources
Costs Delivery truck $50,0006=$300,00
Plant and equipment
Forklifts $10,000×3=$30,000
Website developers
$100,000
Warehouse and office reconfiguration
$50,000 4 online staff $ 480,000
Human resourcing (additional workers)
4 warehouse staff $480,000 6 delivery drivers $720,000
Human resourcing (re-training staff)
$27,000
Human resourcing (do not have any skill of $24,000 online service) Human resourcing (because of overstaffed, 4 Distribution staff from present store) Human resourcing (8 staff of customer Increasing sales and customers service)
b. benefits to organisation
The benefit of the organization is reducing the cost and increases the market share because e-commerce does not need more human resourcing and capital for example, electricity and rent…etc. however, it can increase the qualities of the service and product. Therefore, BBQfun
can attract more customers then the sale revenue would increase, the profits will increase also the market share will increase. c.
a list of different approaches to developing key performance indicators
Advertising (TV, new paper, magazines)
Discount
Built the Business
Social network (Facebook, WeChat, Line)
d. risks to organisation by not implementing
If the organization do not follow the action plan to implementing, it may impact the business process. In addition, this may cause the costs increasing spend extra wages and the qualities of service and product may decrease. These thing will cause the company make the loss. Overall the action can help the company be success. e.
outline of identified risks and contingency planning
Risks
Level of the Risk
Solution
Poor online sale
M
Change the other shop location (more popular Search Engine)
Customer service quality problem for online customers leading to a breach of H consumer law
Re-training Staff to match the consumer law
Staff misunderstanding changes and H considering online sales as threat to jobs
Re-training Staff
Not being able to recruit fully trained M online staff
Increase the wages to attract fully trained online staff
IP relating to confidential information contained within the e-ecommerce L strategy when employees leave the company
Required to sign confidentiality contract
Loss of IP ownership if a relationship with the website developer contract M ceases
Find other website developer
Not complying with WHS legislation through lack of risk assessment L conducted on potential musculoskeletal
Purchase health insurance for employees
a
disorders resulting from poor customer service workstation design Wastage due to overstocking product in M anticipation of increased online sales
f.
decrease the selling price or make a discount try to sale overstocking product
description of sources of information used to develop proposal (use internet research on technical aspects of e-commerce and importance to retailers; use consultation, use company financial projections)
According to research from the internet. The e-ecommerce become more popular because time plays an important role to both the business and consumers. The eecommerce make more cost effectiv e because company don’t need more human resources, Capital…etc. Therefore, low capital make high quality then make more
profit. So the company make a faster, easy for the consumers to use the e-ecommerce that would be winner.
