BSBMGT517 Manage Operational Plans Sample Assignment
Monitoring Plan
|
Objective |
Activity |
Measure |
Tools/Resources required |
Staff |
Date completed |
|
Maintain or incase market share by 20% |
Number of Sales compare to competitors |
Maintain or incase market share by 20% |
Sales Data |
Riz Melhra | |
|
Revenue and satisfaction from customers |
Sales data and customer feedback |
Revenue and satisfaction from customers |
Customer feedback |
Les Goodale | |
|
Online shopping perfection |
Develop e-commerce website |
Online shopping perfection |
e-commerce function |
Kim Chen | |
|
Increase Sales revenue by 10% |
Revenue target reaches 2 Million |
Increase Sales revenue by 10% |
Sales data |
Riz Melhra |
Contingency plan
The following risks have been identified with respect to implementation of the marketing plan:
|
Contingency Plan Company name: BBQfun Name of person developing the plan: Who was consulted as part of this plan? Stakeholders Name Position | ||
|
Risk identified:
| ||
|
Strategies/activities to minimise the risk |
By when |
By whom |
|
industry benchmarking in all areas of organisational performance |
Every year |
All workers |
|
review of marketing/operational planning |
Every 6 months |
Marketing department |
|
review of online presence, possible ecommerce opportunities |
Every month |
IT department |
|
review privacy policy |
Every month |
Resource department |
Performance Management Plan
|
Name / position |
External consultant |
Manager |
F.S |
Review Period: |
|
Reference from operational plan |
Key result area |
Indicator of success/performance |
By when |
Status report |
|
Engaging with customers, Marketing research Personalized service |
Quality of online sales and service |
Percentage of informational or ordering mistakes |
Seasonally reviewed |
Tracking |
|
Building reputation for quality of products and customer service |
Speed of online service respond and problem solved |
Less than 5 minutes per customer |
Seasonally reviewed |
Tracking |
|
Supporting staff to perform online |
Professional development |
Training course provided accordingly |
Seasonally reviewed |
Tracking |
|
Increase sales revenue |
Financial data |
Increased market shares |
Seasonally reviewed |
Tracking |
|
Manager’s comments: |
Signature |
Date | ||
|
Staff representative’s comment |
Signature |
Date | ||
Coaching Plan
Employee: XX
Coach/Manager: F.S
Date of the session:
|
Skill |
Time |
Outcome |
Methods |
|
Problem solving |
9:00 – 10:00 |
Solve problems effectively and efficiently by oneself |
Presentations about common questions |
|
Knowledge of CRM |
11:00 – 12:00 |
Customer relationship explained |
Presentations about customer service |
|
Communication skill |
14:00 – 15:00 |
Good communication manners |
Presentations about customer service manners |
|
Knowledge product line |
15:00 – 16:00 |
Locate information of product line |
Presentations about instructions |
Operational Plan Status Report
|
BBQfun operational plan status report |
Date | ||
|
Plan goal |
Implement e-commerce strategy |
Department |
Operations |
|
Plan objectives |
Develop website online sales function and physical resources Recruit and train staff Achieve higher market shares Follow the budget Follow the timeline |
Personnel responsible |
Project officer |
|
Key performance indicator |
Current status (Red, Green, Yellow) |
Comments | |
|
Quality of online sales and service |
Yellow | ||
|
Speed of service |
Yellow | ||
|
Average delivery speed |
Yellow | ||
|
Revenue |
Red | ||
Key action update
|
Key action |
Accomplishments |
Comments |
|
Percentage of informational or ordering mistakes |
Less than 5% error rate | |
|
Average time to solve a customer |
Less than 5 minutes to service one customer | |
|
Training hours provided |
2 hours training fortnight | |
|
Sales revenue achieved |
$30,000 sales reached |
Risk Update
|
Key action |
Contingency |
Comments |
|
Percentage of informational or ordering mistakes |
Staff is lack of understanding of CRM |
More training required |
|
Average time to solve a customer |
Extra time required due to lack of skills utilizing current system | |
|
Training hours provided |
Delivery team needs upgrade | |
|
Sales revenue achieved |
Some sales have poor sales skills |
Recruit people with experience |
General comments
- Sales need to be more experienced and skilled
- Sales should be familiar with the new system sooner
- Extra marketing scheme needed
Role Play
Coaching and underperformed employee
ME: Good morning, XX, I hope you are well today?
XX: Thank you, I am well.
ME: How’s everything going with your training course?
XX: It’s very helpful. I learnt a lot about CRM and product line from it.
ME: Did you encounter any difficult coping with customers?
XX: Yes. I still have problems every now and then. But I’m find a way to deal with them.
ME: That sounds good. What else did you gain from the training course?
XX: I am confident that I am fully competent with my job. I know how to help customers and when I have difficulties, I know how to solve them on my own.
ME: Great. Keep up the good work. We expect your sales record to go up more. Any questions for me?
XX: Thank you, Sir. I will work hard. Nothing for now.
Presentation of report to operation general manager
ME: Good morning, Sir. How are you.
Manager: Good morning. I’m good. Thanks.
ME: Would you like to have a look at the report of operational performance?
Manager: Sounds good.
ME: This is the summery report after I consulted with the operational team. I hope you like it.
Manager: OK. Thank you.
*** Refer to the Operational Plan Status Report session***
Manger: So far so good. Any suggestions?
ME: Yes. I’d like to point out the following improvements that we need now: Sales need to be more experienced and skilled so as to increase the sales; Sales should be familiar with the new system sooner in order to be more efficient; Extra marketing scheme needed to gain more customers.
Manager: I agree. We need to hit the revenue target. We will discuss this in detail during the meeting. Thank you for the advice.
ME: You are welcome.
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