The target is 10 minutes currently the average time

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The target is <10 minutes. Currently, the average time to complete an online enquiry is 20 minutes. 3. 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. 4. 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 the quarter. Further to the KPIs, the Sales and Marketing Manager provides more information on each area of performance. 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 processes. 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.
Driver team leader is exceptional motivator. Driver morale is high. Driver attendance of routine training and team briefings is at 100%. Online sales and revenue Some lack of sales may be due to poor customer service. Sales may pick up as awareness of online option through marketing actions increases. In terms of our key actions, we’re tracking well. The website redevelopment has been completed on time and to budget. The delivery trucks and forklifts have been acquired and put into operation on time. In terms of recruitment, staff have been recruited on time, and the planned training has been completed. Information from the Chief Finance Officer (CFO) A discussion with the CFO has provided you with the following information: The CFO has been tracking progress against the following key performance indicators (KPIs): 1. Budget success is measured in % overrun/underspend. The target is 0% overrun. Currently there is a budget overrun of 10%. Cost overruns are due to: wastage from order mistakes and over-stocking due to misuse of system overtime due to overly long customer interactions. 2. The timeline for the e-commerce project is to have the e-commerce activities implemented by 1 October 2014. Currently the implementation is on track.

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