BSBMGT517 - Develop an Operation Plan

Rachel Manansala

BBQfun's Operational Plan

- BBQfun's operational plan is engaging with customers via marketing, research, and
personalized service, building a reputation for quality products and quality customer
service, supporting people to perform via training and performance management,
increasing sales revenue, and reducing direct and indirect costs of operations.

- A brief summary of the BBQfun operational environment:

An outline of the legislative and regulatory context that is essential to
BBQfun’s operational plan are:

- Health and safety legislation sometimes referred to as Work Health and

Safety (WHS) or Occupational Health and Safety (OHS).
- Privacy legislation protects the privacy of citizens by ensuring that personal
information is only collected when necessary.
- Australian Consumer Law details consumers' rights and responsibilities.
- Workplace relations legislation warrant that organizations treat their
employees fairly.
- Anti-discrimination and equal opportunity legislation exists to ensure that all
seeking employment are treated fairly by employees and employers.

An outline of the BBQfun policies and procedures that directly relate to the
operational plan are:

Recruitment and induction policy and procedures:

The purpose of this policy is to establish guidelines for the recruitment and
selection of employees. BBQfun aims to attract and employ the most suitable person
for the position who will support the organization’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 organizational
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.

The role of an operational plan in achieving the successful implementation of

the e-commerce strategy is to be the measurement, implementation department in
the organization such as production and manufacturing, human resources,
processes, distribution, location and facilities, equipment.
 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 a 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 e-
commerce strategy when employees leave the organization
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 the overstocking products in anticipation of increased
online sales.
Develop an action plan for the implementation of the e-commerce strategy.

Milestone: Action Date Person responsible Budget or

and/or objective resources
(to achieve (where applicable)
strategic aims of
physical or human
 resourcing)

Plant and equipment 30 June 2019 Riz Mehra, Delivery trucks

Chief Financial $50,000 x 6=
Officer $300,000
Forklifts
$10

Promotional 1 August 2019 Sam Lee, Marketing $300,000

Manager

Website developers 1 August 2019 Kim Chen, $100,000

Operations General
Manager

Staff training (Online 1 August 2019 Les Goodale, $3,000 per staff
customer service Human Resources member = $24,000
training) (HR) Manager

Recruitment 30 June 2019 Les Goodale, $30,000

Human Resources
(HR) Manager

Management 30 June 2019 Pat Mifsud, CEO $3,000 each = 1

change leadership Brisbane store
training for store manager, 4 Brisbane
managers and team team leaders, 1 Gold
leaders Coast store manager
and 3 Gold Coast
team leaders x
$3,000 = $27,000

Warehouse and 30 June 2019 Kim Chen, $50,000

office reconfiguration Operations General
Manager

Total $861,000

Expenditure Payment Approval Form

For completion by person verifying payment:

Date: Jan 14, 2020 Invoice Date: Jan 14, 2020

Payee Name: Rachel Manansala

 Job/project number: Project Title: BbqFun

Description of payment:

Payment amount: $861,000 __ ex. GST __ inc. GST

_______________________________ ______________________________
Signature of person verifying payment Signature of delegated manager

For completion by finance:

Account Number Account Name Amount

Approved: Date:

Director:
____________________ ____________________

CEO:
____________________ ____________________

Finance Manager:
____________________ ____________________

Interview Planning Template

Planning Aspect Description Time

1. Type of Interview

2. Objectives

3. Approach and Style

 4. Schedule

5. Topics and questions

Balanced Scorecard Template

KRA (key result Target KPI Result

area)

Professional Numbers of injuries 0% of injuries

development numbers
Numbers of
absentees <3% of total hours

Anti-discrimination
complaints
0%
Lost Time Injury

Frequency Rate 2%

Percentage Increase by 20%

completion of
performance plans
and performance
management
process.

Numbers of
coaching sessions 100 % Completed
completed.

Numbers of 100 % Completed

operational-related
training programs
completed.

Financial General ledger

accounts; financial
statements:

Increasing sales
revenue.

Revenue $11 million

Profit $1,792,286

Reduce the direct

 and indirect costs of
operations.

wages

cost of agent All those expenses

services reduce by 20 %
compared with
consultancy fees revenue

wastage and
associated
expenses.

Expense $5,004,714

COGS target $5,890,000

Customer Percentage of brand Increasing by 20%

Satisfaction recognition in
sought-after
categories in Increasing by 25%
periodic customer
surveys. Less than five
Percentage of complaints per
customers with a quarter
positive view of
organizational
responsiveness, 100 percentage
innovation, quality, complete
ethics, safety. Less than 2%
The number of
customer
complaints.
Delivery times.

Number of returned
items

Internal business Completion of Complete research

processes market/marketing One time per quarter
research.

Complete surveys
Completion of Two research per
customer surveys. year.
One research per
Completion of quarter
reports to identify
marketing
opportunities
 - 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:

- one risk due to employee underperformance

- one risk related to the management of the intellectual property (IP)
- one risk due to a breach of health and safety compliance responsibilities.

Contingency Plan

Contingency Plan

Company name: BBQfun

Name of the person developing the plan: Rachel Manansala

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 a
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 e-
commerce strategy when employees leave the organization
- 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 the overstocking products in anticipation of
increased online sales.

Strategies/activities to By when By whom

minimize the risk

Poor online sales 1 Oct 2019 Sam Lee, Marketing

Manager
Reviewing and improving
sales strategy
- Website Design
- Website Browsing
Experience that
always has 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 1 Oct 2020 Kim Chen,

and breach of consumer law Operation General Manager

- Don’t just resolve the

current issue—head
of the next one.
- Arm reps to address
the emotional side of
customer
 interactions.
- Minimize channel
switching by
increasing the self-
service channel
“stickiness.”
- Use feedback from
disgruntled or
struggling customers
to reduce customer
effort.
- Empower the front
line to deliver a low-
effort experience.
- Consider adding
more consumer law
training in the
program.

Staff misunderstanding 1 August 2019 Les Goodale,

changes and considering Human Resources (HR)
online sales as threat to jobs Manager
identify issues that may
cause conflict
consider cultural differences
if difficulties or
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 1 August 2020 Les Goodale,

trained online staff (HR) Manager

- consider to hire
consult companies to
manage at the short
time.
- Training staff to
support position that
missing

Loss of IP when employees 1 Oct 2019 Kim Chen,

leave the organization and Operation General Manager
risk of not complying with
WHS legislation
 - Consult with the
lawyer
- Make sure the
employment contract
cover that IP relating
to confidential
information
contained within the
e-commerce strategy
when employees
leave the
organization.
- Find other website
developers

WHS legislation through 1 August 2019 Les Goodale,

lack of risk assessment HR Manager
conducted on potential
musculoskeletal disorders
resulting from poor customer
service workstation design
Make sure health insurance
cover all employees
Make sure the employment
contract cover all WHS
legislation.

Wastage due to 1 Oct 2019 Kim Chen,

overstocking product Operation General Manager
Try to do online marketing
by Preoder sale.
In case overstock than make
promotion by consider the
price should cover overall
cost at least.

- 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 eCommerce becomes more popular
because time plays an important role in both the business and consumers. The
eCommerce makes it more cost-effective because the company doesn’t need more
human resources, Capital…etc. Therefore, low capital makes high quality then make
more profit. So the company makes a faster, easy for the consumers to use the
eCommerce that would-be winner.

- breakdown of costs:
Resources Costs

Plant and equipment Delivery truck $50,0006=$300,00

Forklifts $10,000×3=$30,000

Website developers $100,000

Warehouse and office reconfiguration $50,000

Human resourcing (additional workers) 4 online staff $ 480,000

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, Distribution

4 staff from the present store)

Human resourcing (8 staff of customer Increasing sales and customers

service)