1.Define an operational plan.An operational plan is the implementation of an organisation’s strategic plan. It may include funds, resources, contingency plans and sustainability within the workplace. 2.Who else within the organisation would be involved in the operational plan?

1.Define a consultation process. 2.How is a consultation process carried out?

1. Give an example of key performance indicators that are used in your workplace. Area Possible Key Performance Indicators Safety  Number of accidents  Severity of accidents  Amount of sick leave  Days since last accident  Time lost due to accidents Customer Satisfaction  Calls to customer service  Complaints successful resolved  Written or verbal customer feedback  Percentage of repeat customers Environmental  Energy used/saved  Waste recycled  Amount of waste per employee  Amount of carbon emissions produced Employee satisfaction  Retention time of employees  Written and verbal feedback  Complaints to Human Resources Financial 