Another kpi that maryann could use is net profit

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Another KPI that Maryann could use is net profit figures. As no staff are required to take orders there should be a decrease in the wages expense per shift. If revenue remains the same, then there should be an increase in the net profit figure. If net profit increases then it indicates that it was a successful change. However, if it decreases, the change could be considered unsuccessful. A fourth KPI would be the number of sales. It could be assumed that Maryann is introducing the touch screens to create a point of differentiation in the experiences of her customers, and therefore attract more customers who want to ‘have a go’ so this should lead to an increase in the number of sales. Maryann could track the number of sales in the six months following the introduction of the new system and compare it to the previous two, six-month periods. If sales have increased, the change is successful; however, if the number of sales has decreased, it indicates that it was not a successful change. Note: Other appropriate KPIs include the level of wastage and the number of customer complaints. Marking guide: 1 mark for identifying and applying each KPI to the case study e. Explain why it would be useful for Maryann to conduct a Force Field Analysis. 2 marks Sample answer: It would be useful for Maryann to conduct a Force Field Analyses because it would allow her to identify the driving and restraining forces or reasons for and against her proposed changes. She can then rank these dependng on their level of impact and initiate strategies to overcome the restraining forces and encourage the driving forces, to ensure her change happens quickly and successfully. Marking guide: 1 mark for descriging Force Field Analysis 1 mark for explaing why a Force Field Analysis would be useful to Maryann
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f. Define the following terms: 2 marks i. driving forces for change Suggested answer: Driving forces for change are those factors from the internal or external environments that push or initiate and encourage change to happen within a business. ii. restraining forces for change Sample answer: Restraining forces are those factors from the internal or external environments that push against or resist a change happening successfully. Marking guide: 1 mark for defining correctly each term g. Explain three specific driving forces and three specific restraining forces that might exist when Maryann changes to the touch-screen ordering system. 6 marks Sample answer: A driving force for change is Maryann. As the chief executive officer of this food chain she is proactively taking steps to bring about the installation of the new touch screens and reduce the number of front-counter staff. She is dictating the new procedures, therefore pushing for the change to happen.
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  • Spring '16
  • Wesfarmers, Coles Group, Coles Supermarkets, maryann

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