Na store general manager store financial manager

N/A Store General Manager
Store Financial Manager
Monthly, quarterly
Renegotiation with suppliers:
●
negotiate on basis of sales volume
● negotiate on basis of ability to purchase stock on cash basis.
N/A Store General Manager Monthly or as required
Staf are informed of performance targets with respect to budgetary
control:
●
occurs during biannual performance reviews as per company
policy
● training costs $3,000 per year/employee.
N/A All managerial staf/
line managers
Biannually for each
staf member
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Australian Hardware Simulated Business
Product and service quality standards (Wollongong)
Goals
Maintain superior product and service quality standards
Operational objectives Performance measures
Quality objectives (national and Wollongong store):
●
maintain superior product quality
●
maintain superior service standards.
Quality KPIs for the Wollongong store:
●
supplier audit rating
●
score on customer satisfaction survey on parameters of product
and service excellence
● score on mystery shopper checklist
●
customer feedback rating on product quality, customer service and
overall customer experience (as recorded on quarterly customer
questionnaire)
● customer awareness of website (as recorded on quarterly
customer questionnaire).
Sales training objectives (national and Wollongong store):
● staf are informed of performance targets with respect to service
standards.
Sales training KPIs for the Wollongong Store:
● individual employee balance scorecard ratings (linked to company
strategic directions).
Page 17 of 54

Australian Hardware Simulated Business
Action plan
Maintain superior product and service quality standards (action plan)
Activity/strategy Approved resources Responsibility Timelines
Conduct spot checks on quality of service:
●
mystery shopper
●
team leader observations.
$50,000 per year
(part of training
budget)
Mystery shopper organised by
Action Marketing (external
consultants)
Team leaders/line managers
Biweekly
Supplier audit N/A – national budget Store General Manager Quarterly
Conduct customer questionnaire $25,000 per quarter
(part of marketing
budget)
Marketing Manager
Action Marketing (external
consultants)
Quarterly
Staf are informed of performance targets with respect to service
quality:
●
occurs during biannual performance reviews as per company
policy.
N/A All managerial staf/line
managers
Biannually for
each staf
member
Page 18 of 54

Australian Hardware Simulated Business
Sustainability (Wollongong)
Goals
Establish reputation of Australian Hardware as socially and environmentally responsible company
Operational objectives Performance measures
Environmental/social objectives (national and Wollongong store):
●
source and use ethically produced and environmentally
sustainable products
●
operate environmentally sustainable business
● reduce water consumption
●
reduce energy consumption.