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BSBMGT517 Assessment Task 1

Assessment Task 1 – develop an operational plan

1. Brief Summary of the BBQfun Operational Environment

a. Legislative and Regulatory Context that’s Relevant to BBQfun’s Operational Plan

  • Privacy Act 1988 (Cwlth)
  • Anti-Discrimination Act 1991 (Queensland)
  • Competition and Consumer Act 2010 (Cwlth)
  • Spam Act 2003 (Cwlth)
  • Australian Direct Marketing Association (ADMA) Direct Marketing Code of Practice
  • Free TV Australia Commercial Television Industry Code of Practice
  • Australian eMarketing Code of practice
  • Australian e-commerce best practice model
  • Australian Securities and Investments Commission Act 2001 (Cwlth)
  • Corporations Act 2001 (Cwlth)
  • A New Tax System (Goods and Services Tax Administration) Act 1999 (Cwlth)
  • A New Tax System (Goods and Services Tax) Act 1999 (Cwlth)
  • Income Tax Assessment Act 1997 (Cwlth)
  • Fair Work Act 2009 (Cwlth)

b. BBQfun policies and procedures that directly relate to the operational plan

  • Sales and Marketing Policy
  • BBQfun Privacy Policy
  • Anti-discrimination Policy
  • Procurement Policy and Procedures

c. Role of an operational plan

The operational plan plays the important role to implement the e-commerce strategy as it will help provide the guidance and identifying the necessary tasks that must be completed that will help smoothen the implementation of this project as follows:

  • Aim to increase and maintain market share and revenue and satisfy the customer’s needs.
  • Develop the resource management as well as the high quality of the products to satisfy customers.
  • Aim to support staff to perform via training and performance management that will increase ability of our staff to serve with new e-commerce strategy.
  • Plan to reduce the direct and indirect costs of operations which will help the e-commerce strategy to be well-supported from management team as it provides more distribution possibilities and distribute the products widely to our potential customers.

d. Intention to develop a new operational plan for BBQfun, or to amend the existing operational plan

According to the new e-Commerce strategy, this may require the company to readjust and review the current operational plan to fits with the new trends and objectives of this strategy to reach more customers and reduce the cost of operations which will provide benefits to company in the long term. However, the additional methods of setting goals will be utilized to identify what we would like to achieved that will help guiding the design of new operational plan. The outlining of actions in the action plan will also be used to generate the ideas towards the suitable actions, time frame, responsible persons or even the relevant resources to guide the performance of the company in the correct way to achieve the planned operational plan. Moreover, the method of performance monitoring will also be used to immediately identify the potential risks and ensure that the actions conducted will help reach the objectives of the company. Once the performance is monitored and risk is identified, the risk management process and contingency plan will be adapted and used to support the operational and relevant actions.

Resource requirements for implementation of e-commerce strategy

  • 8 online sales and customer service staff
  • 4 online sales and customer service staff could be sourced from existing employees at the two stores.
  • 6 delivery trucks
  • E-commerce website development
  • 3 forklifts
  • 4 additional warehouse workers
  • 6 additional drivers
  • Office space will need to be reconfigured

Questions

Questions to Sales and Marketing Manager

  • Do you have any ideas on how much new human resources are needed for this strategy?
  • Do you have any reasons to support the suggestions?
  • Can we retrain the current staff?
  • Do you have any specifications towards the recruitment of new online sales staff?

Questions to Technology Consultant

  • Do you have any suggestions on choosing the most suitable service provider?
  • Do you have any expected budget that would be suitable with the company for hiring the website developer?
  • What are other important matters that our chosen website developer must provide to the company?
  • What are the additional concerns?
  • How it will affect the company?

 

Appendix 2: Action plan template

Milestone: Action and/or objective
(to achieve strategic aims of physical or human resourcing)

Date

Person responsible

Budget or resources
(where applicable)

1) Agreement on the number or resources requirements

10 July 2013

- Me, External Consultant

- Sales & Marketing Manager

- Technology Consultant

N/A

2) Request the price quotations from at least 3 suppliers for new delivery trucks

20 July 2013

- Purchasing Department

- CEO & Director

N/A

3) Request the price quotation from at least 3 suppliers for new forklifts

20 July 2013

- Purchasing Department

- CEO & Director

N/A

4) Request the price quotation from at least 3 website developer for re-developed e-commerce website project

20 July 2013

- Purchasing Department

- CEO & Director

N/A

5) Request the price quotation from at least 3 construction companies for warehouse and office reconfiguration

20 July 2013

- Purchasing Department

- CEO & Director

N/A

6) Select and get approval for most suitable construction company and start warehouse and office reconfiguration process

30 September 2013

- Company’s engineer

- Managers

- Construction company

- Construction staff

- Warehouse and office space

- Budget: $50,000

7) Select and get approval for most suitable suppliers and purchase new trucks and forklifts

31 August 2013

- Company’s engineer

- Managers

- Equipment supplier

- Installation staff

- Budget: $300,000 for 6 delivery trucks and $30,000 for 3 forklifts

8) Select and get approval for the most suitable website developer and start the e-commerce website development project

10 September 2013 (50 days after confirmation)

- IT Department

- Managers

- Website developer

- Company’s website

- Technology consultant

- Budget: $100,000 for website developers

9) Recruit 4 new online sales and customer service staff, 4 warehouse workers and 6 drivers

31 October 2013

- HR Managers

- Managers

- HR Manager’s time for recruitment

- Recruitment materials and documents

- Budget: $30,000

9) Conduct the training for both new and retrained online sales and customer service staff

30 November 2013

- HR Managers

- Managers

- Current staff’s time and productivity

- Trainer

- Budget: $24,000

10) Conduct the management change leadership training for store managers and team leaders

31 January 2014

- HR Managers

- Managers

- Trainer

- Meeting room

- Training materials and documents

- Budget: $27,000

11) Promote or conduct the marketing campaigns to promote our new e-commerce project

31 March 2014

- Marketing Manager

- Marketing campaigns

- Website

- Social media channels

- Budget: $300,000

12) Monitoring, reporting and project evaluation

31 May 2014

- CEO

- Managers

- External Consultant

- Monitoring process

- Survey / questionnaire

- Interview

- Budget: N/A

Appendix 3: Balanced scorecard template

KRA (key result area)

Target

KPI (key performance indicator)

Result

Financial

- Additional profit by 2014 should be not less than $200,000

- The cash flow from implementing e-commerce strategy is raised by 300% from the current year.

- The actual initial investment cost for the e-commerce project is under $861,000

$ Additional profit

$ cash flow

- $ expenses

 

Customer satisfaction

- Less than two complaints per quarter

- Number of complaints for online sales and service by number of calls

 

Internal business processes

- 20% increase in third quarter

- Performance management processes should be carried out for all employees twice a year

- Number of products sold on company’s e-commerce website

- % of performance management processes

 

Professional development

- 5 hours of online sales and customer service training conducted

- 5 hours of the management change leadership training conduted

- Hours of training on online sales and customer service for relevant team

- Hours management change leadership training for store managers and team leaders

 

 

Appendix 4: Contingency plan template

Contingency Plan 01

Company name: BBQfun

Name of person developing the plan: External Consultant

Who was consulted as part of this plan?

Name: Peter Dawes Position: Technology Manager

Risk identified: Medium risk of loss of IP ownership if a relationship with the website developer contract ceases.

Strategies/activities to minimise the risk

By when

By whom

Sign the contract with the website developer for at least 2 consecutive years with automatically IP address renewal.

10 September 2013

- IT Department

Maintain good communication with website developer or meet the representative of the company at least once a month.

31 October 2014

- IT Department

Appendix 4: Contingency plan template

Contingency Plan 02

Company name: BBQfun

Name of person developing the plan: External Consultant

Who was consulted as part of this plan?

Name: Kim Chen Position: Operations General Manager

Risk identified: Low risk of not complying with WHS legislation through lack of risk assessment conducted on potential musculoskeletal disorders resulting from poor customer service workstation design.

Strategies/activities to minimise the risk

By when

By whom

Redesign the customer service workstation to follow the WHS requirements.

31 October 2013

WHS Manager

Conduct the training for all staff towards the WHS policies and procedures as well as the relevant legislation.

31 October 2014

WHS Manager

Circulate all relevant WHS documents directly to staff within the company and install hazard warning signs around the workplace to raise awareness towards WHS issues.

31 October 2014

WHS Manager

Ensure that the risk assessment process is conducted .

31 October 2014

WHS Manager

Appendix 4: Contingency plan template

Contingency Plan 03

Company name: BBQfun

Name of person developing the plan: External Consultant

Who was consulted as part of this plan?

Name: Sam Lee Position: Sales & Marketing Manager

Risk identified: High risk of customer service quality problems for online customers leading to a breach of consumer law.

Strategies/activities to minimise the risk

By when

By whom

Conduct the online sales and customer service training for all relevant staff.

30 November 2013

HR Department

Distribute the relevant documents including all policies and procedures such as Privacy, Consumer and Anti-discrimination laws directly to their emails to ensure that they will never breach any related legislation.

20 November 2013

- HR Department

- Sales & Marketing Manager

Conduct the personal coaching session for all online sales and customer service staff to ensure they will follow standards and provide good service to customers.

31 January 2014

Sales & Marketing Manager

Implement the customer satisfaction survey system.

31 October 2014

Sales & Marketing Manager

 

Proposal for Resourcing

According to the e-commerce strategy to be developed and used within BBQfun, there’re additional resources requirements to implement this new strategy which are both human resourcing and physical resourcing. Please find other additional details related to implementation of resourcing as follows:

1) Breakdown of costs

Resources

Costs

6 Delivery trucks

$50,000 x 6 = $300,000

3 Forklifts

$10,000 x 3 = $30,000

Promotional costs

$300,000

Website developers

$100,000

Staff training

Online customer service training $3,000 per staff member = $24,000

Recruitment costs

$30,000

Management change leadership training for store managers and team 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

$50,000

Total

$861,000

2) Benefits to organization

According to financial projection prepared by the CFO, the business expects the proposed strategy to be profitable over three years.

Profitability index over three years

Profitability index (PI) = Present value (PV) of future cash flows

Present value (PV) of initial investment

PI > 1 indicate project should be undertaken

 

FY 2014

FY 2015

FY 2016

Cash flow from operations (minus ongoing operational costs associated with e-commerce such as additional staffing)

$200,000

$500,000

$800,000

Present value of future cash flows (discounted future cash flows with respect to opportunity cost, inflation)

$180,000 + $420,000 + $600,000 = $1,200,000

Present value of initial investment

$861,000

Profitability index

1.39

3) List of different approaches to developing key performance indicators

There’re several approaches used in developing KPIs for this e-commerce strategy as follows:

  1. Identify company goals.
  2. Identify key result areas which are financial, customer satisfaction, internal business processes and professional development.
  3. Identify what activities should we undertake to reach the goals to develop the action plan by mentioning towards the activities, responsible person and budget or resources required.
  4. Identify the KPIs or how we can measure the success of the activities or actions as well as setting the expected targets to be achieved from the mentioned KPIs.

4) Risks to organization by not implementing

There’re various risks that could occur if the resourcing process is not well completed or conducted as follows:

  • 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 e-commerce 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.

5) Identified risks and contingency planning

Appendix 4: Contingency plan template

Contingency Plan 01

Company name: BBQfun

Name of person developing the plan: External Consultant

Who was consulted as part of this plan?

Name: Peter Dawes Position: Technology Manager

Risk identified: Medium risk of loss of IP ownership if a relationship with the website developer contract ceases.

Strategies/activities to minimise the risk

By when

By whom

Sign the contract with the website developer for at least 2 consecutive years with automatically IP address renewal.

10 September 2013

- IT Department

Maintain good communication with website developer or meet the representative of the company at least once a month.

31 October 2014

- IT Department

Appendix 4: Contingency plan template

Contingency Plan 02

Company name: BBQfun

Name of person developing the plan: External Consultant

Who was consulted as part of this plan?

Name: Kim Chen Position: Operations General Manager

Risk identified: Low risk of not complying with WHS legislation through lack of risk assessment conducted on potential musculoskeletal disorders resulting from poor customer service workstation design.

Strategies/activities to minimise the risk

By when

By whom

Redesign the customer service workstation to follow the WHS requirements.

31 October 2013

WHS Manager

Conduct the training for all staff towards the WHS policies and procedures as well as the relevant legislation.

31 October 2014

WHS Manager

Circulate all relevant WHS documents directly to staff within the company and install hazard warning signs around the workplace to raise awareness towards WHS issues.

31 October 2014

WHS Manager

Ensure that the risk assessment process is conducted .

31 October 2014

WHS Manager

Appendix 4: Contingency plan template

Contingency Plan 03

Company name: BBQfun

Name of person developing the plan: External Consultant

Who was consulted as part of this plan?

Name: Sam Lee Position: Sales & Marketing Manager

Risk identified: High risk of customer service quality problems for online customers leading to a breach of consumer law.

Strategies/activities to minimise the risk

By when

By whom

Conduct the online sales and customer service training for all relevant staff.

30 November 2013

HR Department

Distribute the relevant documents including all policies and procedures such as Privacy, Consumer and Anti-discrimination laws directly to their emails to ensure that they will never breach any related legislation.

20 November 2013

- HR Department

- Sales & Marketing Manager

Conduct the personal coaching session for all online sales and customer service staff to ensure they will follow standards and provide good service to customers.

31 January 2014

Sales & Marketing Manager

Implement the customer satisfaction survey system.

31 October 2014

Sales & Marketing Manager

6) Sources of information used to develop proposal

In order to develop this proposal, I’ve searched the relevant information from the various sources as follows:

  • Search the information from online channels such as searching legislation details from Australian government website.
  • Use consultation with Sales and Marketing Manager and Technology Consultant. For Sales and Marketing Manager, we are consulting towards the human resources recruiting which are mainly about online sales and customer service staff to deal with e-commerce strategy of the company. For Technology Consultant, we are consulting towards the physical resources procurement which mainly dealing with the website developer and necessary requirements that the developer must be able to complete.
  • Use company financial projections. As presented above, I’ve received and used the information from CFO to identify the Profitability index over three years which will show the amount of benefits the company will receive from this e-commerce project.

Letters/ emails to the Sales & Marketing Manager

Dear Sam Lee,

According to the e-commerce strategy for the BBQfun company to increase sales and develop the brand awareness, please kindly find the action plan, balanced scorecard together with KPIs, contingency plan, and proposal for resourcing as attached for your consideration and approval.

Please feel free to let me know if you have any additional questions.

Kind regards,

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