BSBMGT517 Assessment Task 1

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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:

Identify company goals.
Identify key result areas which are financial, customer satisfaction, internal business processes and professional development.
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.
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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