The employees are required to undergo training such

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related to the case study is the number of operational-related training programs completed. The employees are required to undergo training such as the online customer service skill which is require by the e-commerce strategy, so that the work can be done well and efficient. Moreover, the third key performance indicator (KPI) stated in the operational plan that is
related to the case study is the number of customer complaints. Getting customer complaints can help BBQfun to improve by making appropriate adjustment and improvement in the service and product of BBQfun. Besides that, the fourth key performance indicator (KPI) stated in the operational plan that is related to the case study is percentage completion of performance plans and performance management process. The progression of e-commerce strategy will be follow up by the performance management and the performance plans that has been created. The performance targets in the operational plans did not fulfil the requirement of SMART. The performance target is specific on the human resource and it is measurable. It is also agreed by all the staff and it is a realistic target. Under the KRA of increasing sales revenue, the revenue target stated is 11 million which is specific, measureable, agreed and realistic.

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