You will then need to coach an underperforming employee in accordance with the BBQfun performance management policy and previously developed contingency planning (the planning developed for Assessment Task 1).
BSBMGT517 Manage operational plan – Assessment 3 Last Updated: April 2018, V. No. 1.1 Page 7 of 15 Finally, you will need to prepare and present a report with recommendations for operational improvement to the Operations General Manager. Note : You may consider the management team of BBQfun including team leaders in warehouses to be resources for the monitoring of performance. Use description of their roles in operational planning when assigning responsibilities. Note: Financial reporting is completed by the CFO at the end of each quarter of the financial year. Employee performance is gathered by store managers, sales and marketing managers (online staff) and compiled by the HR Manager at the end of each quarter. Individual performance data The following performance data is available for Lee Waters: KRA Target KPI Result Quality of online sales and service 1% error rate % of informational or order mistakes 10% Speed of service (online) <10 minutes per interaction Average time to completion 20 minutes Financial $30,000 sales $ sales $20,000 Professional development Participate in 2 hours of sales training per month. Training hours 0 hours Organisational performance Information from the Sales and Marketing Manager A discussion with the Sales and Marketing Manager has provided you with the following information. The Sales and Marketing Manager has been tracking progress against the following key performance indicators (KPIs):
BSBMGT517 Manage operational plan – Assessment 3 Last Updated: April 2018, V. No. 1.1 Page 8 of 15 1. Quality of online sales and service is measured in: % of mistakes made by a customer service employee when providing information or making an order. The target is 1%. Currently the rate of mistakes made is 10%. 2. Speed of online sales and service is measured in average time to resolve a customer enquiry. 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.
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