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BSBMGT517 Manage operational plan

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Task 1:

  • Explain the BBQ fun Scenario

The BBQ fun Board of Directors and the CEO have decided to implement an e-commerce strategy to maintain or increase market share and revenue and satisfy customer needs in line with company strategic directions. Under the strategy, BBQ fun would offer all products in an online store. Stock could be stored at no extra cost at existing stores. Customers would cover delivery costs.

Currently, BBQ fun has a website, but this website lacks e-commerce functionality. The website would need to be redeveloped to incorporate this functionality in line with relevant technical specifications. Existing infrastructure, such as office and store configurations, would need to be adapted to the new strategy. Additionally, assets, such as delivery vehicles would need to be acquired. New staff would need to be recruited and existing staff retrained or informed of the e-commerce strategy and associated operational and performance targets. All resourcing must be acquired and operations undertaken in accordance with relevant internal and external standards – legislation and codes of practice; intellectual property (IP) rights and responsibilities; and organisational policies and procedures. Preliminary approval has been given to amend existing budget and operational planning to incorporate this strategy.

It is now 30 June 2016 and e-commerce operations are expected to be underway in one year and three months, by 1 October 2017

  • Explain what an operational plan is?

An operational plan can be defined as a plan prepared by a component of an organization that clearly defines actions it will take to support the strategic objectives and plans of upper management. However, to fully understand operational plans, we should first look at the overall planning process within a business.

  • Outline and explain the required policies and procedures.
  • organisational guidelines which govern and prescribe operational functions, such as the acquisition and management of human and physical resources
  • Standard Operating Procedures
  • undocumented practices in line with organisational operations
  • Discuss three models of operational plan

The basic model

Define what it is you are supposed to achieve in the project. Mention specific deliverables.

List the main stages of the project.

List the Key Performance Indicators for each stage of the project.

Write a Gantt chart:

Show dependencies

Show the critical paths

Time Frame

Write a list of stakeholders (e.g. clients, area managers, etc.) and say how you will communicate with each one during the planning phase and the project. (Some will be day to day oral reports, some will be phone calls, some will have to be written.) Hint: It might be helpful to make a list of things to need to communicate with each one about.

Make a list of resources you'll need to buy in, whether outsourced services, finance, or things to buy. To do this, you'll have to talk to colleagues who are responsible for each area, or suppliers.

Get costings for each resource and firm them up as much as you can (e.g. use price-list from preferred/contracted suppliers, get written quote, shop around to compare).

Write up a cost schedule (i.e. when you will actually have to pay for things during the project)

Note: The budget will comprise mostly of firm costings and your cost schedule.

Do a risk management exercise for each stage of the whole project:

Make a list of things what could go wrong

Consider the probability of occurrence

Consider the amount of harm

Assess/calculate the risk

Develop contingency plans for any significant risks

Note: Keep an eye on risks while the project is running. You may need to develop other contingency plans as you go.

Write up the proposal on a word processor. It needs to be in good English, succinct, and practical. However you may need to include other necessary information (e.g. budget, time estimates, expertise estimates, technical data, etc.) Ask for specialized help if you need it for this information.

Check that any colleagues and work teams understand their role in the plan.

Submit your plan to your supervisor or client for approval. As getting approval is a requirement to continue, you might have to revise the plan and resubmit it to get approval

A similar model

This one is almost the same as above:

Determine the objective of project

Define the scope of the project (i.e. what's included and what's not)

Define tasks to be done

Identify vulnerable points

Define Critical Success Factors (i.e. things you must get right for the project to succeed)

Execute the plan


Multi-site operational plan

A multi-site operational plan is similar but is much more complex because it involves liaison and coordination between the project manager and different site managers all doing different things on their own sites. This kind of plan is important in large building and engineering projects.

  • Identify the required resources.

Resourcing and budget: e-Commerce strategy

After consulting with the management team at BBQ fun, you determine:

  • eight online sales and customer service people will be needed to manage increased online customers
  • since stores are overstaffed, four of the required customer service staff could be sourced from existing employees at the two stores
  • no current staff have any online customer service skills
  • management would like to develop people through re-training rather than hire new staff to handle online sales
  • six delivery trucks needed to enable distribution
  • e-commerce website will take 50 days to develop
  • three forklifts are needed
  • four additional warehouse workers are needed
  • six additional drivers are needed
  • office space will need to be

The following operational costs are associated with e-commerce business strategy.

Costs: e-Commerce strategy (initial investment)



Plant and equipment

Delivery trucks $50,000 x 6= $300,000

Forklifts $10,000 x 3 = $30,000

Promotional costs


Website developers


Staff training

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

Recruitment costs


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




In addition, ongoing staff costs will be incurred.

The expected life of the initial investment is expected to be three years.

Costs: e-Commerce strategy (ongoing)



Additional staff:

(At $40,000 year average annual salary)

4 online staff

4 x $40,000 ($160,000) per year for 3 years = $480,000

4 warehouse staff

4 x $40,000 ($160,000) per year for 3 years = $480,000

6 delivery drivers

6 x $40,000 = $240,000 per year for 3 years =$720,000



The following expenses should be incurred in the 2017 financial year and be included in associated financial targets for spending:

Additional staff


Additional marketing


Additional training




  • Identified the risks associated with the project.

Risks to implementation

After consulting with stakeholders at BBQ fun, you determine:

  • 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

All additional costs associated with contingency planning will be approved in accordance with BBQ fun policies and procedures.

  • How would you implement the e-commerce project
    • run team information
    • coach
    • mentor
    • train employees.

You will need to work in accordance with your organisation’s performance management policies and procedures to ensure team members’ performance is to the standard required in the organisation’s operational and business/strategic plans. You will need to deploy tactics to manage teams and motivate individuals. Doing so will help you as a team leader or manager in three main ways:

Allow you to concentrate on and achieve operational goals for which you are responsible

Help you develop team members and shape their behaviour towards high-performance

To help avoid having to correct poor performance of individuals by heading off negative team behaviour before it can affect operational performance.

To improve performance, you may need to run team information sessions, coach, mentor, or train employees.

  • Conduct three Role- Plays (a per assessment instructions)

Marketing and It requirements.

Appendix 2: Action plan template

Milestone: Action and/or objective

(to achieve strategic aims of physical or human resourcing)


Person responsible

Budget or resources

(where applicable)

Appendix 3: Balanced scorecard template

KRA (key result area)


KPI (key performance indicator)


Appendix 4: Contingency plan template

Contingency Plan

Company name: BBQ fun

Name of person developing the plan: Who was consulted as part of this plan?

Name Position

Risk identified:

Strategies/activities to minimise the risk

By when

By whom

Task 2:

  • What is organisation IP?

Intellectual property (IP) works much the same as physical property in terms of establishing ownership, rights and restrictions on access and usage of the property.

A business must identify its IP rights to maintain ownership and control over new creations and trade secrets and protect themselves from theft or misuse of IP.

A great example of IP is KFCs recipe for chicken. It is a trade secret that must be protected to ensure they maintain a competitive edge in the fast food market.

Some IP types such as patents and designs and must be registered with IP Australia. Rights for copyright, trade secrets and confidential information are automatically provisioned without the need for registration. These rights include title of ownership, internal usage, protection from theft or misuse and the ability to prosecute offenders under common law.

Every business should develop an IP strategy to ensure there IP is protected. Confidentiality agreements operate within the area of common law. They are used to place conditions on the use and disclosure of confidential information and trade secrets and protect those who are party to the information. If a condition is breached, the agreement acts as evidence of what was agreed to.

To protect your IP from loss or theft during the recruitment process, you may wish to develop a confidentiality agreement for the candidate to sign. For new recruits, ensure you implement a clause into every employment contract as per the example in the workbook.

To ensure you are protected under IP rights, you must be able to prove ownership of the trade secret or confidential information. This can be achieved by keeping records of:

  • the type of right and how it was created
  • who and when it was created
  • contracts or agreements between parties who were privy to the information
  • supplementary notes, emails and other correspondence that supports the ownership and expectations surrounding the IP.

IP is protected in law by, for example, patents, copyright and trademarks, which enable people to earn recognition or financial benefit from what they invent or create. By striking the right balance between the interests of innovators and the wider public interest, the IP system aims to foster an environment in which creativity and innovation can flourish.

  • Review the physical resources?
Physical resourcing

Consultation with the management team at BBQ fun has provided you with the following information:

  • Three website developers will bid for the contract to redevelop the existing website:



Ace developers


Premier Tech


Innovative Technologies


  • The budget for the redevelopment is $100,000.
  • Bids have been analysed as

Ace Developers

Premier Tech

Innovative Technologies



Score (S)

Weighted score (W x S)

Score (S)

Weighted score (W x S)

Score (S)

Weighted score (W x S)









Range of features:

payment options

integration with existing systems









ability to be upgraded as technology improves









usability for customers












Price (% of budget)




Total score/price (final assessment of bid quality)




  • Elaborate on your plan and explain each stage and strategies to acquire resources.
  • Incorporate IP requirements for human resource acquisition to ensure trade secrets and confidential information is protected from theft, misuse and unauthorised distribution.

Appendix 5: Assessment and evaluation template



Ideal answer contains:

Number of possible points










Appendix 4: Interview planning template

Planning aspect



1. Type of interview

2. Objectives

3. Approach and style

4. Schedule

5. Topics and questions

Task 3:

Appendix 2: Action plan Template

Milestone: Action and/or objective

(to achieve strategic aims of physical or human resourcing)


Person responsible

Budget or resources

(where applicable)

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