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Appendix 3 –Impact Analysis Consideration Benefit Risk Mitigation People (staff and customers) Staff : ➢Making Coffee could prompt up ➢Interaction with customer will improve ➢Staff morale will increase ➢Workplace culture will enrich Staff : ➢Change in attitude for change to occur ➢System too technical ➢Technical issues could slow orders Staff : ➢Time management/effective planning ➢QA on product testing/review ➢Providing training on the new system Customer : ➢Less time consuming ➢Referrals ➢Service will be improved ➢Set the standard Customer : ➢Not everyone will posses the App ➢Wanting to face real people to order, not a machine ➢Technology does not function as expected Customer : ➢Applying effective Communication techniques ➢Marketing of new system frequently and earlier than usual ➢Advertise benefits of system
Consideration Benefit Risk Mitigation Resources ➢Time saving approach for workers ➢More orders could be made within a shorter period ➢Sales increase ➢Purchase/acquire new equipments ➢Technically issue if App is down ➢Revenue loss for non-operationality of the new system ➢Resources constraints ➢Human impacts-additional strain and stress,illness,turnover,etc. ➢Effective risk management analysis ➢Business planning and budgeting ➢Measure outcomes/data during launch to modify/mitigate further risk and drive improvement Process and practice ➢Physical effort is mitigated ➢Processing delay is improved ➢Improve consistency ➢Ability to focus on other areas of the business and improve other processes ➢News system needs to be adopted ➢Time consuming to comprehend full functionality ➢Inconsistent performance ➢WH&S issues to consider ➢Enhance planning ➢Costly to employ specialist to review/develop new process and procedures ➢Costly to conduct training to ensure process works smoothly before starting to trail on customers
Appendix 4- Operational plan Objective Strategy Target/Goals Measure Accountability Budget Timeline Order automation ➢New system is fully installed and operational ➢New process and procedures are in place ➢Test early and test often Speed up customer order processing time.For instance-Getting and order ready by 2 minutes compared to 4 minutes earlier ➢Number of orders completed per hour ➢Number of orders completed per day ➢Number users per hour All Staff $6,000 7 Weeks Customers adopting quickly the new system ➢Market and communicate new system for acceptability ➢New system instructions for customers ➢Selling customers system benefits Around 30% of rush hour customers adopting new system by 1stmonth ➢Number of order processed ➢Customer feedback Amy $1,500 8 Weeks Recognition of new system ➢Social Media subscriptions ➢Social media advertising across accounts ➢9 posts on social media per day ➢Number of ➢App ordering goes up ➢More referrals All Staff $2,700 10 Months