Expense target 5785714 cogs target 5890000 warehouse

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Expense target = $5,785,714 COGS target = $5,890,000 Warehouse and office reconfiguration to be completed by 30/10/2013 Warehouse and office reconfiguration costs under $50,000 Renegotiate with suppliers. Research potential new suppliers. Management engagement with employees to achieve greater 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 purchases 12 | 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 BBQfun is located in Appendix 1. KRA (key result area) Target KPI (key performance indicator) Result Financial Generate $25,000 in online sales before 30/6/2014 Total online sales figure for financial year/date Customer satisfaction Over 95% of customer online enquiries answered in under 5 minutes Percentage customer enquiries answered under set time Professional development Completed online customer service training before 30/12/2013 Online customer service training completed before date 13 | 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 underperformance Contingency Plan Company name: BBQfun Name of person developing the plan: Ross Moore Who was consulted as part of this plan? Pat Mifsud, CEO Riz Mehra, Chief Financial Officer Kim Chen, Operations General Manager Les Goodale, Human Resources (HR) Manager Sam Lee, Marketing Manager Pat Sweeney, Manager: Brisbane (Kenmore) Alex Mitchell, Manager: Gold Coast Technology consultant Risk identified: Medium risk of poor online sales due to employee underperformance Strategies/activities to minimise the risk By when By whom Online customer service training provided to all online sales and customer service personnel 30/12/201 3 Les Goodale, Human Resources (HR) Manager Recruitment of external candidates with prior online sales and customer service skills 30/10/201 3 Les Goodale, Human Resources (HR) Manager Recruitment of internal candidates with proven sales and customer service experience 30/10/201 3 Les Goodale, Human Resources (HR) Manager Ongoing professional development and training Ongoing Les Goodale, Human Resources (HR) Manager SMART operational and performance targets 30/12/201 3 Ross Moore Personal development plans modified using GROW model.

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