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●Expense target = $5,785,714●COGS target = $5,890,000Warehouse and office reconfiguration to be completed by 30/10/2013Warehouse and office reconfiguration costs under$50,000●Renegotiate with suppliers.●Research potential new suppliers.●Management engagementwith employees to achievegreater employee support of organisational goals.●Greater use by managers of budgets to encourage restraint.●Greater focus on budget restraint in management of projects/activities.●Inventory management through ERM to reduce overstocking and risk associated with storage.●Incentives (as part of manager/employee performance management and bonus system).●Reconfigure existing office space for e-commerce staff●Utilise existing storage space for e-commerce stock in warehouse●E-commerce customers will cover delivery costs associated with purchases12 | P a g e
b. Using the template in Appendix 3, develop a balanced scorecard for an e-commerce customer service representative including three KPIs and associated targets. Note: The current budget and operational plan for BBQfunis located in Appendix 1. KRA (keyresult area)TargetKPI (key performance indicator)ResultFinancialGenerate $25,000 in onlinesales before 30/6/2014Total online sales figure for financialyear/dateCustomersatisfactionOver 95% of customeronline enquiries answeredin under 5 minutesPercentage customer enquiries answeredunder set timeProfessionaldevelopmentCompleted onlinecustomer service trainingbefore 30/12/2013Online customer service training completedbefore date13 | P a g e
6.Using the contingency plan template in Appendix 4, identify at least three risks to the implementation of the operational plan and develop a contingency plan for each risk. Risks must include:a.One risk due to employee underperformanceContingency PlanCompany name: BBQfunName of person developing the plan: Ross MooreWho was consulted as part of this plan?Pat Mifsud, CEORiz Mehra, Chief Financial OfficerKim Chen, Operations General ManagerLes Goodale, Human Resources (HR) ManagerSam Lee, Marketing ManagerPat Sweeney, Manager: Brisbane (Kenmore)Alex Mitchell, Manager: Gold CoastTechnology consultantRisk identified: Medium risk of poor online sales due to employee underperformanceStrategies/activities to minimise the riskBy whenBy whomOnline customer service training provided to all online sales and customer service personnel 30/12/2013Les Goodale, HumanResources (HR) ManagerRecruitment of external candidates with prior online sales and customer service skills30/10/2013Les Goodale, HumanResources (HR) ManagerRecruitment of internal candidates with proven sales and customer service experience30/10/2013Les Goodale, HumanResources (HR) ManagerOngoing professional development and trainingOngoingLes Goodale, HumanResources (HR) ManagerSMART operational and performance targets30/12/2013Ross MoorePersonal development plans modified using GROW model.