Professional Documents
Culture Documents
Task 1 BSBMGT517 Develop An Operational Plan
Task 1 BSBMGT517 Develop An Operational Plan
b. 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 organisation’s values, culture and
goals in order to achieve its strategic directions.
● 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.
Staff training (Online customer service training) 1 August 2017 Les Goodale, $3,000 per staff member =
$24,000
Human Resources
(HR) Manager
Management change leadership training for store managers and 30 June 2017 Pat Mifsud, CEO $3,000 each = 1 Brisbane store
team leaders manager, 4 Brisbane team
leaders, 1 Gold Coast store
manager and 3 Gold Coast
team leaders x $3,000 =
$27,000
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 e-
commerce strategy.Develop a balanced scorecard for an e-commerce customer
service representative including three KPIs and associated targets.
Balanced scorecard
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
Name Position
Kim Chen Operations General 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
Customer service quality and breach of consumer law 1 Oct 2018 Kim Chen,
- Don’t just resolve the current issue—head off the Operation
next one. General
- Arm reps to address the emotional side of Manager
customer interactions.
- Minimize channel switching by increasing 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.
- More consider to addition Consumer law in the
training program.
Not being able to recruit fully trained online staff 1 August Les Goodale,
2017
- consider to hire consult companies to manage at (HR) Manager
the short time.
- Training staff to support position that missing
Loss of IP when employees leave the organisation and risk 1 Oct 2018 Kim Chen,
of not complying with WHS legislation
Operation
- Consult with the lawyer 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 August Les Goodale,
on potential musculoskeletal disorders resulting from poor 2017
(HR) Manager
customer service workstation design
- Make sure health insurance cover all employees
- Make sure the employment contract cover all WHS
legislation.
- 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 e-
ecommerce 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
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)
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