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: failure to identify changes in market/external environment and develop appropriate strategies failure to adequately train employees in line with marketing strategies failure to revise operations and resourcing in accordance with marketing strategies failure to realise revenue gains due to poor consumer confidence competition (both bricks and mortar and online) affecting profit margins and market share loss of knowledge and capability through departing staff failure to meet occupational health and safety requirements/other legal requirements for marketing of products and services.
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 Assignment 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 Assignment?

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 Assignment?

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.