Industry Service Complex

Technical and Vocational Institute

Department of Education

UNIT35:
PROFESSIONAL ENGINEERING MANAGEMENT
L/615/1503 - TVMQ236
PEARSON-SET THEME: DIGITALIZATION
Nicklass Silver
STRATEGIC PLAN
&
Nicklass Silver
SERVICE DELIVERY PLAN
By:
ENTER YOUR NAME HERE (123456)
Supervised By:

Dr. Ahmed Anwer Dr. Ahmed Shoier

Associated Professor Internal Verifier, Manager of
Technical and Vocational Institute Technical and Vocational Institute

February, 2024
Alexandria, Egypt.
 DECLARATION STATMENT

We, the undersigned students, confirm that the work submitted in this report is entirely our own and has not
been copied from any other source. Any material that has been used from other sources has been properly cited
and acknowledged in the report.

We are fully aware that any copying or improper citation of references/sources used in this report will be
considered plagiarism, which is a clear violation of the Code of Ethics of Technical and Vocational Institute.

Student Name Student ID Signature Date

Mahmoud Safwat Fawzy 221010842 Mahmoud Safwat 2-4-2024
 TABLE OF CONTENTS: “Not Exclusive”
DECLARATION STATEMENT .......................................................................................................
ACKNOWLDGEMENT ....................................................................................................................
LIST OF TABLES .............................................................................................................................
LIST OF FIGURES ............................................................................................................................
1.Organization Profile ......................................................................................................................1
1.1 Organization Overview .........................................................................................................1
1.2 Organization Breakdown Structure (OBS) ...........................................................................1
1.3 Vision ....................................................................................................................................2
1.4 Mission ..................................................................................................................................2
1.5 Values....................................................................................................................................2
1.6 Policies ..................................................................................................................................3
2.Roadmap........................................................................................................................................4
2.1 Process Description (SIPOC Model).....................................................................................4
2.2 Products/Services Landing Ads ............................................................................................5
3.Delivery Plan .................................................................................................................................6
3.1 Objectives..............................................................................................................................6
3.2 Responsibility Matrix / RACI Chart ...................................................................................11
3.3 Action Plan / Key Performance Indicators ..........................................................................12
3.4 Market Study .......................................................................................................................14
3.5 Issues for prevention in meeting delivery plan requirements..............................................14
4. Risk, and Practices Evaluation ...................................................................................................15
4. SWOT Analysis/ PESTEL Analysis/ TWOS .............................................................................15
5. Training Plan ..............................................................................................................................18
6. Ethics, Social Responsibility,and Change Mangement ..............................................................21
6.1 Social Responsibility ...........................................................................................................21
6.2 Ethical Standards …. ...........................................................................................................23
6.3 Change Mangement Plan ....................................................................................................24
REFERENCES ...................................................................................................................................
LIST OF TABLES
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here. To update the List of Tables, Right-click on the LOF area and click Update Fields or Press F9. Ensure
that you do not modify any text in the LOF area.]

1. LIST OF FIGURES

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1. Organization Profile:
1.1 Organization Overview:
It is a company specialized in selling handmade silver jewelry. It was established in 2022 and is owned
by Mahmoud Safwat. Its headquarters are in Dubai, United Arab Emirates.
1.2 Organization Breakdown Structure (OBS):

1.3 Vision:
Our mission at Nicklass Silver is to redefine elegance via the amazing ranges of silver jewellery we
offer. Our goal is to be the go-to place for anyone looking for exquisite craftsmanship and classic
sophistication. With our exquisite silver creations, we hope to encourage people to express their
particular flair by continuously pushing the boundaries of design and innovation. Our goal is to become
a byword for elegance and superiority, providing each and every client with an experience that
surpasses their expectations and makes a lasting impact.
1.4 Mission:
Our mission at Nicklass Silver is to give our clients beautiful silver jewellery that accentuates their
uniqueness and beauty. Our commitment is providing an unmatched assortment of superior
handcrafted items that seamlessly blend classic style with contemporary sophistication. By means of
our dedication to outstanding craftsmanship, inventive design, and moral business conduct, we hope to
stimulate self-assurance and individuality in each wearer of our jewellery. Our goal is to foster deep
connections by providing one-of-a-kind, bespoke items that commemorate significant life events. We
are committed to providing our customers with an outstanding shopping experience, building their trust
and loyalty, and having a good influence on the communities we serve. We at Nicklass Silver think
that each piece of jewellery has a story to tell story.
1.5 Values:
Our fundamental beliefs at Nicklass Silver shape who we are and direct all of our actions. Our
activities are centred around integrity because we value openness, truthfulness, and moral conduct in
business. Our craftsmanship is of the greatest calibre because we use only the best materials and adhere
to the strictest guidelines. Our love of design is fueled by creativity and innovation as we work
tirelessly to push the envelope and inspire others with our one-of-a-kind products. Our top goal is
client happiness, and we work hard to deliver outstanding support, tailored attention, and a flawless
shopping experience. Ultimately, sustainability is essential to who we are since we strive to reduce our
environmental impact and promote ethical sourcing methods. These principles underpin Nicklass
Silver and serve as our compass as we work to surpass expectations and provide our clients with
classic elegance. They are more than just platitudes.

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1.6 Policies:
- Marketing policies:

1. Brand identity:
- maintaining brand guidelines, which are represented by the logo and specific colors, which are
black and white.

2. Content creation policy:

- Targeting an audience that is interested in silver jewelry and difference, and we must ensure
compatibility with our brand and target audience to create attractive and relevant content across
different channels such as Facebook, Instagram, Tiktok, and Snapchat.

3. Social media policy:

- Management and publishing on social media platforms, including content themes, frequency,
responsiveness and exploitation of trending content that fits with our brand.

4. Advertising Policy:
- This regulation is applied to determine the rules and procedures for advertising campaigns,
including referring to the director of the advertising department to allocate the budget.

5. Email Marketing Policy:

-We must comply with the General Data Protection Law or other privacy regulations, not
disclose any data related to any of our customers, and send all offers on time to all current
customers who have previously agreed to receive offers via email.

6. Search Engine Optimization Policy:

- Constantly improving website content to suit the current time, such as adding new products
and facilitating access, including keyword research, on-page search engine optimization, backlink
strategies, and performance tracking.

8. Influencer marketing policy:

- The criteria for selecting influencers and cooperating with them must be complied with by
knowing the type of their audience, whether they fit the target group of our company or not, and a
performance analysis must be provided about the desired influencer, the potential monetary cost,
and the potential profits that may occur as a result of this cooperation. These analyzes must be
presented to the department manager and taken. His approval.

9. Data Privacy Policy:

- You must comply with CCPA data protection laws and regulations in all marketing activities
that involve collecting, storing and using customer data.

10. Customer Feedback Policy:

- Must continually collect, analyze and present customer feedback and suggestions to the
department manager obtained through surveys, reviews and social media interactions to improve
marketing strategies and product offerings.

11. Competitive Analysis Policy:

- Monitor and analyze competitor activities, including product offerings, pricing strategies,
marketing campaigns, and customer feedback, to inform marketing strategy adjustments and
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present the department manager to research and come up with new opportunities.

13. Compliance and Ethics Policy:

- Ethical standards and legal regulations must be adhered to in all marketing activities,
including transparency in advertising, copyright and trademark compliance, and transparency in
collaboration with influencers.

14. Training and development policy:

- The company is committed to providing ongoing training and professional development
opportunities to members of the marketing team to enhance their skills and stay up-to-date on
industry trends and best practices.

16. Inter-functional cooperation policy:

Before making any decision related to products, we must refer to other departments that may
have an impact, such as sales, product development, and customer support, in order to be an equal
and integrated system that supports comprehensive business goals.

- Quality policies:
Quality is one of the most important standards in our company, especially the quality of our
products, so the following standards have been set:
1- Verify that the supplier is supplying us with products that conform to ISO standards.
2- Request a sample of the product from the supplier, examine it well, and test it based on its
specifications.
3- Always verify that the product has arrived that matches the specifications of the customer’s
request via email and request an evaluation.
4- Always provide customer service to respond to the customer as quickly as possible.
5- If a product that does not meet the specifications reaches the customer, it will be immediately
returned and sent to the supplier, and we will replace it immediately with double verification from
the supplier.
-This regulation is applied to all officials and workers in the quality department, and in the event
of a defect in any of the aforementioned standards for one time, three days will be deducted for the
responsible employee, and for the second time the employee will be expelled from the company
without receiving the rest of his dues.
- The person responsible for implementing this regulation is the Director of the Quality
Department.
-These standards were developed based on ISO9001 requirements.

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 2. Roadmap:
2.1 Process Description (SIPOC Model):

Supplier Inputs Process Outputs Customer

Shopify website Linking the Website ready for End Customer
consumer to the sale
supplier as well as
the bank
Ali Express products Sell it on the site Product ready for End Customer
sale
Team Marketing Show it to content Marketing and Target Audience
Marketing strategies, target writers and sales promotional
customers, and people content
some marketing
instructions
Graphic Designs for Display it on the Attract the Target Audience
Designers products, websites website or publish attention of target
and advertisements it on social audience
networking sites
Copywriters Script Show it to marketing videos Target Audience
designers
Social Media Sponsored Upload marketing display it to the Target Audience
Platforms advertising service content target audience
and get interaction

FEDEX Fast shipping Providing the Delivering the End Customer

service around the company with product as quickly
world each product and safely as
ordered along with possible while
the customer’s maintaining
residence and customer privacy
contact
information
Clever Covers Packaging Place the product Product packaged End Customer
Materials inside and ready to ship
PayPal Enabling credit Customers pay Successful End Customer
card payment payments with
bank account
money transfers
CIB Create a bank Sending and Collecting profits Nicklass Silver
account receiving money in cash

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 2.2 Products/Services Landing Ads:

3. Delivery Plan :
3.1 Objectives:
Over the course of the next year, raise yearly sales of silver jewellery by 20% by putting focused
marketing campaigns into place, enhancing website search engine optimisation, and increasing product
offers to draw in new clients.

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 3.2 Responsibility Matrix:
Manager Marketer Product IT Logistics Accountant Customer
OBS Developer Developer Specialist support
WBS Specialist
Management
√
Marketing
√ √ √
Product
Management √ √ √ √
IT
Development √ √ √
Logistics
√ √
Finance
√ √
Customer
Support √ √ √ √
3.3 Market Study:
New Market

Present market

Present Product Future Product

The company aims to sell handmade silver jewelry in European markets that lack similar products.
3.4 Issues for prevention in meeting delivery plan requirements:
1. Stopping dollar trading in banks:
This problem will be solved by using Binance.
2. The emergence of a new epidemic leads to the cessation of international shipping.
3. Fighting China economically:
Search in advance for a non-Chinese supplier.
4. A malfunction occurs in the Internet service provider.
5. Malfunctions in search browser servers.
6. Lack of scalability: A company's capacity to develop its clientele and generate steady income growth
may be hampered by its failure to effectively scale operations to satisfy rising demand or adjust to
shifting market circumstances. Inadequate scalability might result in operational inefficiencies, lowered

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 competitiveness, and eventually company liquidation if the business model isn't modified
appropriately.
7. A defect occurs in the country supplying the product, such as halting exports and halting shipping
movement.
8. A defect occurs in the country importing the product, such as halting exports and halting shipping
movement.
9. Database hacking and customer data theft, leading to the company's closure.
4. Risk, and Practices Evaluation:

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- STAKEHOLDERS MANAGEMENT:

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5. SWOT Analysis:
1-(S)trengths:
A-A unique product or service.
B-Skilled and enthusiastic team.
C-High quality website.
D-Fast shipping.
E-High quality customer services.
F-High quality product.
2-(W)eaknesses:
A-Lack of financial resources.
B-Lack of control over the quality of product manufacturing.
3-(O)pportunities:
A-Customer reaction is very positive.
B-Entering the American market.
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 C-Partnership with L'azurde Jewellery.
4-(T)hreats:
A-New competitors.
B-Availability of alternatives to silver jewelry.
6. PESTEL Analysis:
1-(P)olitical Factors:
A-Imposing high taxes.
B-Extremely high customs duties.
C-Slow issuance of official papers and licenses.
2-(E)conomic Factors:
A-The instability of the dollar market.
B-Lack of dollar availability in Egyptian banks.
C-Relatively high inflation rate.
D-Price instability.
F-Very slow economic growth.
G-Individual income is very low.
3-(S)ocial Factors:
A-There is racism against people who wear silver.
B-Lazy labour.
C-There is a custom that silver is only for men and is rarely worn by women.
4-(T)echnological Factors:
A-Lack of modern manufacturing methods.
B-Lack of internet speeds.
5-(E) nvironmental Factors:
A-The packaging materials used may harm the environment.
6-(L) egal Factors:
A-Lack of strict antitrust laws.
B-Relatively weak consumer protection laws.
C-Outdated labor laws.
7. TWOS Analysis:
1-(SO)Strengths That can open more opportunities:
A-With a unique product or service we can make a partnership with L'azurde Jewellery.
B-With fast shipping we can entering to new markets like America.
C-With a High quality product we can receive a very positive reaction from customers.

2-(ST)Strengths That can be Threats:

A-With Skilled and enthusiastic team, we can get more of new customers than our competitors.
B-With a good source of materials we can found all alternative of it .

3-(WO) overcoming internal weaknesses by exploiting external opportunities:

A-With a Partnership with L'azurde Jewellery we can get control over the quality of product
manufacturing.
B-When we get some new investors we can despair Lack of financial resources.

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 4-(WT)overcoming internal weaknesses and minimizing external threats:
A-With a Partnership with L'azurde Jewellery we can get control over the quality of manufacturing.
B- When we get some new investors we can despair Lack of financial resources.
C-With Skilled and enthusiastic team, we can get more of new customers than our competitors.
D-With a Partnership with L'azurde Jewellery we can get control over the quality of product
manufacturing.

8. Ethics, Social Responsibility,and Change Mangement:

8.1 Social Responsibility:
Allocating 5% of the workforce to people with special needs, allocating 10% to new graduates of both
sexes, allocating 5% to trainees, allocating 40% to females and 40% to males to achieve the company’s
vision of equal opportunities.
8.2 Ethical Standards:
1. Honesty and transparency:
- Effective communication: giving precise and comprehensive details on goods, costs, delivery
schedules, and return guidelines.
- Honest Marketing: Making certain that all commercials and promotional materials accurately portray
the characteristics and calibre of the goods.

2. Quality assurance
- Supplier Verification: Assist reliable vendors that follow the strictest guidelines for morality and
excellence. Inspect suppliers often to make sure they comply.
- Product Quality: Ensuring that every product satisfies specified safety and quality requirements.
Make routine quality inspections.

3. Client assistance and support:

- Reactivity: Respond to questions, grievances, and issues with prompt, efficient customer service. Try
to find fast and equitable solutions to issues.
- Just Policies: Establish just return, refund, and exchange guidelines. Make sure that customers are
aware of these policies.

4. Data privacy and security: - Safeguard client information: Robust security protocols can be used to
safeguard any client data. adherence to rules and legislation pertaining to data protection.
- Privacy policies: Clearly outline the procedures for gathering, using, and safeguarding client data. Making
certain that clients understand their rights about their data Standard.

5. Responsibility for the environment: - Sustainable practices: encouraging eco-friendly measures include
cutting down on packaging waste, using recyclable materials, and enhancing transportation techniques to cut
down on carbon emissions.
- Supplier standards: Give preference to vendors who follow morally and environmentally responsible
production methods.

6. Fair labour practices: - Supplier Labour Practices: Make sure that suppliers adhere to the following
principles: no child labour, safe working conditions, and fair remuneration.
- Frequent Inspections: Regularly evaluate and audit suppliers to make sure they are adhering to company
regulations.
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7. Social responsibility: - Community involvement: giving away a share of the earnings to charitable
organizations and shelters, as well as offering certain paid courses to deserving students.
- Ethical sourcing: Obtain goods in a manner that upholds the rights and welfare of communities and labourers
engaged in the manufacturing process.

8. Compliance and legal standards: - Adhere to all rules and regulations, especially those pertaining to
international trade, e-commerce, and consumer protection.
- Frequent Training: Educate partners and staff on ethical standards and legal needs on a frequent basis.

9. Constant improvement: - Feedback mechanism: A system is in place to collect and handle feedback from
partners, staff, and consumers.
- Continuous evaluation: Keep abreast of industry standards and best practices, and continuously assess and
enhance ethical procedures.

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 8.3 Change Mangement Plan:
Identify Control
Perspective Strategic People Awareness Training Motivation
objectives problems program program program
Software enhancing the insufficient Participate in Conducting Raising the
Website and familiarity seminars and intensive monthly
App control with and conferences training payment for
systems and understanding that discuss courses for those who
programming of new contemporary programming successfully
programming software engineers complete the
systems technology delivering course
comprehensive
training
programs for
programmers
Privacy Maintaining Lack of Attending Conducting Raising the
customer knowledge of conferences intensive monthly
privacy programming and events to training payment for
engineers raise courses for those who
about awareness programming successfully
Break down

cybersecurity about hacking engineers to complete the

against attacks, the teach them course
hacking losses cybersecurity
attacks resulting from and providing
them, and how comprehensive
to defend training
programs for
programmers
Quality Increase the The need to Educating the Training on Financial
quality of import Quality skills on how reward work
Products materials from Department to search for
China and the alternatives to
Resources current
Department suppliers
about the
difference
between
Chinese
materials, their
quality and
price
compared to
other suppliers

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