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 Page 16 of 54
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.
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- Fall '15
- Business, Sales