BSBMGT517 MANAGE OPERATIONAL PLAN

TASK 1:

Q.1 BBQ funs operational plan is that engaging with customers through 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.An outline of the legislative and regulatory context that is relevant to BBQFUNS operational plan
are:

Health and safety legislation: Sometime referred to as work health and safety (WHS) or occupational
health and safety (OHS)

Privacy legislation: Protect the privacy of citizens by ensuring that personnel information is only
collected when necessary.

Australian consumer law details: Consumers right and responsibilities

Workplace relations legislation: Ensure that organisation treat their employee fairly.

Anti-discrimination and equal opportunity legislation: Exist to ensure that all seeking employment
are treated fairly by employees and employers.

B. An outline of the BBQ fun policies and procedure that directly relate to the operational plan are:

Recruitment and induction policy and procedures:

The purpose of the policy is to establish guideline for the recruitment and selection of employees.
BBQ fun aims to attract and employ the most suitable person for the position who will support the
organisations values, culture and goals in order to achieve its strategic directions.

Performance management policies: 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 the policy covers the performance management process
by employee and contractors of BBQ fun, Specific procedures for the implementation of this policy
are on the company intranet.

c. The role of an operational plan in achieving the successful implementations of the e commerce
strategy to be measurement ,implementation department in organisation such as production and
manufactory. Human resources ,processes, distribution,Locations and facilities,Equipment.
3. Research Resource requirement for implementation of e commerce strategy:

After consulting with the management team and research can determine that

 Medium risk of poor online sales

 High risk of customer service quality problems for online customers leading to breach of
consumer law.
 High risk of misunderstanding changes and considering online sales as threat to jobs
 Medium risk of not being able to recruit fully trained online staff.
 Medium risk of loss of IP ownership if a relationship with the website developer contract
ceases.
 Medium risk of wastage due to overstocking product in anticipation of increased online
sales

Q.4 Role play done in class

Q.5 Role play done in class

Q.6 Action plan

Action plan Resources Person Responsible Budget of Resources

Implement an E Plant and equipment Technology consultant 700,000
commerce strategy needed to attain the
objectives
TO attract consumers Customer service Operational general 500,000
and to maintain representative and human resources
effective relationship manager
with the consumers
To provide effective Six delivery drivers, Operational general 200,000
service and to build four warehouse staff, manager and human
consumer relations five technical staffs, resource manager.
training experts and
other staff members
required to provide
services to the
organisations
To provide training to Training to the staff Technology consultant 300,000
the staff people and and also to the and human resource
managers external trainer and manager.
technology expert

Q.7. Balanced scoreboard:

KRA Target KPI Result

Professional Number of injuries 0% of injuries
development Number of absentees numbers
Anti-discrimination 3% of total hours
complaints (absentees)
0% of discrimination
2%
 Lost time injury Increase by 20%
frequency rate
Percentage
completion of
performance plans
and performance
management process 100% completed
Number of coaching
session completed

Number of 100% completed

operational related
training program
completed

Financial General ledger

accounts, financial
statement
Increasing sales
revenue
Revenue $11million
Profit $1792286
Reduce direct and
indirect costs of
operations
Wages All those expenses
Costs of agent services reduce by 20%
Consultancy fees comparison with
Wastage and revenue
associated expenses
Expenses
COGS targets $5004714

Customer satisfaction % of brand Increased by 20%

recognition in sought
after categories in
periodic customer
survey
% of customers with Increased by 25%
positive view of
organisational Less than five
responsiveness, complaints per
innovation. Quality, quarter but we want
ethics, safety to decrease the
complaints by
Number of customer providing good
complaints. service.
Delivery times 100 percentage
complete
 Number of returned Less than 2%
items
Internal business Completion of Complete research
processes market/marketing one time per quarter.
research Complete survey two
Completion of research per year
customer survey
Completion of report One research per
to identify marketing quarter
opportunities

Q.8. Three risk to the implementation of the operational plan are:

a. One risk due to the employee under performance.

b. One risk related to management of intellectual property.

c. One risk due to breach of health and safety compliance responsibilities.

Contingency plan:

Company name: BBQ fun

Name of the person developing the plan: Ashish

Who was consulted as part of this plan?

Name Position

Kim chen Operational general manager

Les Goodale 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 sale as threat to jobs
 Lack of unexperienced staff
 Lack of knowledge to cop up with the new implementation.
 High risk to adopt new technology which can cause effect the company reputation
Strategies/Activities to By when BY whom
minimise risk
Reviewing and improving 2 oct 2018 Sam less, marketing
sales strategy manager
Website design 3 Nov 2018 Kim chen, Operational
manager
Proving sales on various item 2 oct 2018 Sam less, Marketing
manager
Developing essential selling
skills 4 NOV 2018 Sam less, Marketing
manager
Customer service quality and 1Oct 2018
breach of consumer law
 Don’t just resolve
the current issues
head of the next one 1August 2017 Kim chen, Operational
 Minimise channel general manager
switching by
increasing self- 1Aug 2o17
service channel
stickiness.
 Use feedback from
disgruntled or
struggling customers
to reduce customer
effort.

Staff misunderstaing changes

and considering online sales 1Aug 2017 Les Goodale,HR manager
as threat to jobs
 Identify issues that
may cause conflict
 Consider cultural
differences if
difficulties or
misunderstanding
occur
 Make an effort to
sensitively resolve
differences, taking
account of cultural
considerations
HR manager
Not being able to recruit 1Aug 2017
fully trained online staff
 Consider to hire
consult companies to
manage at the short
time
  Training staff to
support position that
missing

Q.9.
According to research from the website. The e commerce become more popular because
time plays an important role to both the business and consumers. The e commerce makes
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 commerce that would be winner

b. Breakdown of costs

Resources Costs

Plant and equipment Delivery truck$50000*6=$300,000

Forlifts=$10000*3=$300,000
Website developers $100,000
Warehouse and office reconfiguration $50,000
Human resourcing (Additional workers) 4 online staff$ 480,000
Human resourcing (re-training staff) 4 warehouse staff $480,000
6 delivery drivers $720,000
Human resourcing (do not have any skill or $27,000
online service)
Human resourcing (because of overstaffed,4 $24,000
staff from present store)
Human resourcing(8 staff of customer service) Increasing sales and customers

C. Benefits of organisation: The benefit of the organisation is reducing cost and increase 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,
BBQ fun can attract more customers then sales revenue will also increase, the profit will also
increase as a result the market share will also increase.

D. List of different approaches

 Advertising (TV, newspaper, Radio)

 Discount
 Built the business
 Social network like facebook,Instagram

e. Outline of identified risks and contingency planning

Risks Level of the risk Solution

 Poor online sales M Change the other shop
location
Customer service quality H Re training staff to match the
problem for online customers consumer law
leading to breach of consumer
law.
Staff misunderstanding H Re training staff
changes and considering
online sales as threats to jobs
Not being able to recruit fully M Increase the wages to attract
trained online staff fully trained online staff
Ip relating to confidential L Required to sign a
information contained within e confidentiality contract
commerce strategy when
employees leave the company
Loss of IP ownership if a M Find another website
relationship with the website developer
developer contract ceases
Not complying with the WHS L Purchase health insurance for
legislation through lack of risk employees.
assessment conducted on
potential musculoskeletal

f. Risk to organisation by not implementing: If the organisation does 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 products may decrease. These things will cause
the company to make the loss Overall the action can help the company be success.

g. According to research from the internet. The e commerce become more popular because time
plays an important role to both the business and consumers. The e commerce makes more cost
effective because company don’t need more human resources, Capital etc. Therefore, low capital
makes high quality then make more profit. So, the company make a faster easy for the consumers to
use e commerce that would be winner.

Q.10 Role play done in class