an analysis of milestone achievement and performance against targets – three recommendations for operational improvement. Your assessor will be looking for: ● reading and writing skills to access, interpret and use workplace information and to write a practical monitoring plan and management report ● oral communication skills to present information in a clear and professional manner to underperformers and management, listen and comprehend information and confirm understanding through questioning and active listening
● planning and organisational skills to take responsibility for monitoring an operational plan to determine performance against operational goals ● leadership skills to communicate with and motivate underperformers, facilitate performance management discussions and collaborate to achieve business outcomes ● numeracy skills to monitor expenditure of financial resources ● knowledge of models and methods for operational plans ● knowledge of the relationship between an operational plan and organisational objectives ● knowledge of budgeting processes. Adjustment for distance-based learners ● The role-plays can be adjusted for distance learning. The role-plays for this task can be varied to take place using Skype conferencing (or any other video conferencing tool available to both you and the assessor). ● A follow-up interview may be required (at the discretion of the assessor). ● Documentation can be submitted electronically or posted in the mail.
Appendix 1: Scenario – e-Commerce performance monitoring 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.
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