MOP3.pdf - Task 3 BSBMGT517 manage and operational plan...

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Task 3 BSBMGT517 manage and operational plan Background to scenario The BBQfun Board of Directors and the CEO have decided to implement an e-commerce strategy to maintain or increase market share and revenue and satisfy customer needs in line with company strategic directions. You have been hired as an external consultant to manage operational planning activities for BBQfun’s e -commerce strategy. Under the strategy, BBQfun would offer all products in an online store. Stock could be stored at no extra cost at existing stores. Customers would cover delivery costs. The BBQfun website now has e-commerce functionality. The website has been redeveloped to incorporate this functionality in line with relevant technical specifications after you consulted with specialist managers. Existing infrastructure, such as office and store configurations, has been adapted to the new strategy. Additionally, assets such as delivery vehicles have been acquired. New staff has been recruited and existing staff retrained or informed of the e-commerce strategy and associated operational and performance targets. All resourcing should have been acquired and operations undertaken in accordance with relevant external standards, such as legislation and codes of practice, and internal standards, such as organisational policies and procedures and performance targets. It is now 1 January 2014. e-Commerce operations are expected to be underway by 1 October 2014. Scenario task You will need to plan monitoring activities for ongoing customer service activities, website maintenance, and revenue generation over the financial year from the start of implementation. You will then need to analyse performance data for the second quarter of the financial year. You will then need to coach an underperforming employee in accordance with the BBQfun performance management policy and previously developed contingency planning (the planning developed for Assessment Task 1). Finally, you will need to prepare and present a report with recommendations for operational improvement to the Operations General Manager. Note :You may consider the management team of BBQfun including team leaders in warehouses to be resources for the monitoring of performance. Use description of their roles in operational planning when assigning responsibilities.
Note: Financial reporting is completed by the CFO at the end of each quarter of the financial year. Employee performance is gathered by store managers, sales and marketing managers (online staff) and compiled by the HR Manager at the end of each quarter. Individual performance data The following performance data is available for Lee Waters: KRA Target KPI Result Quality of 1% error rate % of informational 10% online sales or order mistakes and service Speed of <10 minutes per interaction Average time to 20 service completion minutes (online) Financial $30,000 sales $ sales $20,000 Professional Participate in 2 hours of Training hours 0 hours development sales training per month.

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