The target is <10 minutes. Currently, the average time to complete an online enquiry is 20
Average delivery speed is measured in the average time in days from the order being made to
the customer receiving delivery of the product. The target is three days from order to delivery.
Currently, the average delivery speed is three days.
Revenue success is measured in the amount of revenue generated in dollars. The target is
$300,000 in sales per quarter, which would make an $80,000 profit per quarter. In the second
quarter this financial year, we generated $250,000 in revenue, providing a profit of $40,000 for
Further to the KPIs, the Sales and Marketing Manager provides more information on each area of
Quality of online sales and service:
Staff not familiar with product line, even after training.
Staff do not understand CRM (customer relationship management) systems and ordering
Staff do not understand product line. Unable to locate information.
Poor communication lines.
No job aids or support from management.
No ongoing performance management as per company policy.
Low staff morale: complaints of back pain and distractions in environment.
Speed of online sales and service:
Many customers abort interaction due to length of time for order completion.
Some extra time taken because of lack of skills and knowledge.
Some time taken because of poor website maintenance and occasional downtime.
Speed of delivery:
BSBMGT517 Manage operational plan Assessment – Version: 2.0 (Created: 08/09/17; Printed: 20/10/18)
This document is uncontrolled version when printed.