5 develop performance indicators for operational and

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5.Develop performance indicators for operational and financial targets and amend or develop existing operational plans to include KPIs and financial targets related to e-commerce strategy.Develop a balanced scorecard for an e-commerce customer service representative including three KPIs and associated targets.© 2015 Innovation and Business Industry Skills Council Ltd 1stedition version: 1Page 9 of 10
Assessment Task 1BSBMGT517 Manage operational plana. Balanced scorecard b.KRA(keyresultarea)c.Target d.KPI (key performance indicator)e.Ref.Professionaldevelopmentg.Numbers of injuriesh.Numbers of absentees i.Anti-discrimination complaints j.Lost Time Injury Frequency Rate k.Percentage completion of performance plans and performance management process.l.Numbers of coaching sessionscompleted.m.Numbers of operational-related training programs completed.n.o.0% of injuries numbersp.<3% of total hoursq.0% r.2 %s.Increse by 20%t.u.v.100 % Completedw.x.100 % Completedy.© 2015 Innovation and Business Industry Skills Council Ltd 1stedition version: 1Page 10 of 10
Assessment Task 1BSBMGT517 Manage operational planz.Financialaa.General ledger accounts; financial statements: ab.Increasing salesrevenue.ac. Revenue ad. Profit ae.af.Reduce direct and indirect costs of operations.ag. wages ah.cost of agent servicesai.consultancy feesaj.wastage and associated expenses.ak. Expense al.COGS target am.an.ao.ap. $11 millionaq. $1,792,286ar.as.at.au.All thoseexpenses reduceby 20 % comparation withrevenueav.aw. $5,004,714ax. $5,890,000ay.az. Customersatisfactionba.Percentage of brand recognitionin sought-after categories in periodic customersurveys.bb.Percentage of customers with positive view of organisational responsiveness, innovation, quality, ethics, safety.bc.Number of customer complaints.bd.Delivery times.be.bf.Number of bg. Incresing by 20%bh.bi.bj.Incresing by 25%bk.bl.Less than five complaints per quarterbm. 100 percentage completebp.© 2015 Innovation and Business Industry Skills Council Ltd 1stedition version: 1Page 11 of 10
Assessment Task 1BSBMGT517 Manage operational planreturned itemsbn. Less than 2%bo.bq. Internalbusinesspocessesbr.Completion of market/marketingresearch.bs.Completion of customer surveys.bt.bu.Completion of reports to identifymarketing opportunities.bv. Complete researchOne time perquarterbw. Complete surveys Two researchper year.bx. One researchper quarterby.bz.ca.

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