Assessment Task 1 SHAUN

Assessment Task 1 BSBMGT517 Manage operational plan
Develop an operational plan

Submission details
Candidate’s name Shaun Cayzle A. Dela Cruz Phone no. 0406488280
Assessor’s name Young-Lan Docko Phone no.
Assessment site Qlearning.com.au
Assessment date/s November 11, 2019 Time/s 9am-4pm
The assessment task is due on the date specified by your assessor. Any variations to this
arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for
details.
Performance objective
You will demonstrate skills and knowledge required to develop operational plans in
consultation with key stakeholders.
Assessment description
In response to a simulated business scenario, you will research resource requirements
and develop (or amend) an operational plan in consultation with relevant stakeholders. As
a part of the development of your plan, you will set performance indicators, plan for
contingencies, and obtain approval in accordance with organisational requirements.
Procedure
1. Read the BBQfun scenario information provided in Appendix 1 and the BBQfun
simulated business documentation provided by your assessor.
I have read the BBQfun Scenario on Appendex 1.
2. Write a brief summary of the BBQfun operational environment that includes:
a. an outline of the legislative and regulatory context that is relevant to
BBQfun’s operational plan (available on pages 20–22)
There are legislative and regulatory context related to the BBQfun’s
operational plan which are:
- Australian Privacy Act 1988 that was introduced to promote and protect
the privacy of individuals and to regulate how Australian Government
Agencies and organisations to handle personal information. Company
© 2015 Innovation and Business Industry Skills Council Ltd 1st edition version: 1
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must protect costumer’s private details such as when they are using their
card for online payment with a purchase of products.
https://www.oaic.gov.au/privacy/the-privacy-act/
- Competition and Consumer Act 2010 has a purpose to enhance the
welfare of Australians by promoting fair trading and competition, and
through the provision of consumer protections. This act sets costumers
rights to a replacement or refund for product. We should guarantee that
we honor our consumer’s rights within our company.
https://www.accc.gov.au/about-us/australian-competition-consumer-commission/legislation
- Anti- Discrimination Act 1991 aims to protect people from unfair
discrimination, sexual harassments and other objectionable conduct and
provides a means to bring a complaint and have it resolve. BBQfun
embraces the diversity and promotes harmonious working environment
for every employee.
https://www.legislation.nsw.gov.au/inforce/f38c7dc7-ba45-ee6e-d61f-9c8e3cbd52cf/1977-48.pdf:
- Fair Work Act 2009 provides terms and conditions of employment and
set outs the rights and responsibilities of employees and employee
organization in relation to that employment. Securing the rights of each
employees is as important as with consumers because they are big part a
company’s success.
https://www.alrc.gov.au/publication/grey-areas-age-barriers-to-work-in-commonwealth-laws-dp-78/2-recruitment-
and-employment-law/the-fair-work-act-2009-cth/
- Work Health and Safety Act 2011 provides a framework to protect the
health, safety and welfare of all workers at work. It also protects the
health and safety of all other people who might be affected by the work.
Safety is at first of priorities to ensure that all the workers are protected
from unlikely circumstances that might cause danger, risk or injury. There
are proper trainings provided to ensure that the company’s standard
operating procedure are followed properly.
https://www.worksafe.qld.gov.au/laws-and-compliance/workplace-health-and-safety-laws/laws-and-
legislation/work-health-and-safety-act-2011
b. an outline of the BBQfun policies and procedures that directly relate to the
operational plan
BBQ has set its’s policies and procedure that are essential to operation plan
to ensure performance management is carried out consistently, fairly and
transparently and in accordance with organisational requirements.
Performance management policy and procedures that covers the
performance management process by employees and contractors of BBQfun.
There should be performance review to be conducted and coaching of
underperforming employees.
Procurement policy and procedure that covers the purchasing and acquisition
of resources by employees and contractors’ requirements. Budget allocation
is an important key to maximize company’s finance.
Recruitment and induction policy and procedures establish guidelines for
recruitment and selection of employees. BBQfun aims to attract and employ
the most suitable person for the position who will support the organisation’s
values, culture and goals in order to achieve its strategic directions.
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Appointment of right person for a particular job that will execute a particular
task is needed to get achieve a target goal.
c. an explanation of the role of an operational plan in achieving the successful
implementation of the e-commerce strategy
Operational plan is carried out to achieve certain company goals. This is a
highly detailed plan that provides a clear picture on how the company will
contribute to attain its organisational goal. It covers analysing business
operations, reviewing the regulatory context, developing targets and
performance measures, proposing resource requirements, implementing
operational plans, and managing risk and developing contingency plans. Thru
execution of operational plan using e-commerce strategy that aims to
increase and maintain market share and revenue and satisfy customer
needs in line with company strategic directions success can be achieved.
d. a discussion of your intention to either develop a new operational plan for
BBQfun, or to amend the existing operational plan; support your discussion
with reference to different methods and models for developing operational
plans – such as methods for setting goals, outlining actions, identifying risk
and monitoring performance.
Amending the existing operational plan for BBQfun can maximize its market
potential to increase its sales and achieve target goals. It will be time
efficient and we’ll have more time to improve strategies. E-commerce market
should be redeveloped and make it easy for consumers to buy products
online. All products must be posted online with a helpful product information
and stocks number. Setting SMART goals will help to direct BBQfun to a
specific objectives that are measurable, achievable, and realistic within a
time-bound plan. Key performance indicators are also developed to measure
organisational performance for tracking of progress towards the set goals.
There will be also risk to implementation like medium risk of poor online
sales, high risk of costumer service quality problems for online customers
leading to breach of costumer law, high risk of staff misunderstanding
changes and considering online sales as threat to jobs but with excellent
plans, execution, and monitoring performance these can be prevented and
goals can be achieved. The business expects the proposed strategy to be
profitable over three years.
3. Research resource requirements for implementation of e-commerce strategy.

Consultation with the Sales and Marketing Manager and Technology consultant as
research resource has been made for the implementation of e-commerce strategy.
After consultation with the management team at BBQfun team it has been
determined:
-more staffs will be needed for online sales and customer service
-staffs from outlet store can be assigned in online service
-online service skills training for staffs are needed
-additional trucks and drivers for product distribution are needed
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-development of e-commerce website may took about 50 days to be redevelop

After consulting with stakeholders at BBQfun, you determine:
● medium risk of poor online sales
● high risk of customer service quality problems for online customers leading to a
breach of consumer law
● high risk of staff misunderstanding changes and considering online sales as threat
to jobs
● medium risk of not being able to recruit fully trained online staff
● low risk of loss of IP relating to confidential information contained within the e-

commerce strategy when employees leave the organisation
● medium risk of loss of IP ownership if a relationship with the website developer
contract ceases
● low level risk of not complying with WHS legislation through lack of risk assessment
conducted on potential musculoskeletal disorders resulting from poor customer
service workstation design
● medium risk of wastage due to overstocking product in anticipation of increased
online sales.
All additional costs associated with contingency planning will be approved in accordance
with BBQfun policies and procedures.
4. Arrange with your assessor to participate in two resourcing consultation role-plays.

Groupings for the resourcing consultation role-plays has been set.
5. Participate in consultation role-plays with relevant personnel to determine
resourcing needs. You will role-play with the:
a. Sales and Marketing Manager – prepare to discuss human resourcing
requirements
b. Technology consultant – prepare to discuss physical resourcing requirements
related to development of e-commerce website.
Note: During consultation, ask questions and encourage the personnel to
provide information.
Role play has been set and videos are passed thru attachment.
6. Develop an action plan for the implementation of the e-commerce strategy. In your
plan include:
a. physical resourcing (all major steps for resourcing, including procurement of
different types of resources, but not to the detail of including all procurement
steps for each resource type)
Physical resourcing will be needed such as plant and equipment wherein
additional trucks and forklifts are included. About six delivery trucks costing
50,000$ each and forklifts costing 10,000$.
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b. human resourcing (all major steps, e.g. recruiting, training, communication)

Human resourcing including web developer, additional staffs, and skill
trainings are necessary.
c. timelines and milestones for implementing the e-commerce strategy
d. Consultation and communication (ensure all affected staff are informed and
engagement is encouraged for all stakeholders).
An example action plan template is provided in Appendix 2.
Ensure plans adhere to organisational requirements set out in the scenario and in
relevant policies and procedures.
Action Plan:
Milestone: Action and/or

Date Person responsible Budget or resources
objective
Delivery trucks:
$50,000×6=$300,000
Riz Mehr Forklifts:
Plant and equipment 30 June 2013
Chief financial Officer
$10,000×3=$30,000
Less Goodale, Human

Recruitment 30 June 2013 $30,000
Resources
Webdevelopment 30 June 2013 Kim Chen $100,000
Online customer service training
Less Goodale, Human $3,000 per
Training staff 30 June 2013
Resource staff member = $24,000
Sam Lee, Marketing

Promotional costs 1 August 2013 $300,000
Manager
7. 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.
Note: The current budget and operational plan for BBQfun is located in Appendix 1.
A balanced scorecard template is located in Appendix 3.
KRA (key Target KPI (key performance Result

result area) indicator)
Financial To achieved doubled sales of $ online sales Yes/No

storefront business
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Customer Less than four complains per hour Number of complaints Yes/No
SAtisfaction by number of calls
% Rejected deliveries
Less than 5%
Quality of information
Less tha 2 times per costumer
provided to costumer
with less number of
error
Less than 20costumers in a year Number of returned

items by costumer
Costumer Ensure employment part in all Complete WHS Yes/No

Service development activities as a Training
representative.
Complete customer
service course
8. Identify at least three risks to the implementation of the operational plan and
develop a contingency plan for each risk (you may use the contingency plan
template provided in Appendix 4). Risks must include:
a. one risk due to employee underperformance
b. one risk related to management of intellectual property (IP)
c. one risk due to breach of health and safety compliance responsibilities.
Risks to implementation
to jobs

contract ceases
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online sales.
9. Develop a proposal for resourcing to be presented for approval to the Operations

General Manager. Include in your proposal:
a. description of proposed implementation of resourcing
Resourcing needs are human resourcing which includes the additional staff
recruitment and manager and staffs training. The other one is the physical
resourcing which includes the Plant and equipment, warehouse, and office
reconfiguration.
b. breakdown of costs
Resources Costs
Plant and Equipment Delivery Truck $50,000x6=$300,000

Forklifts $10,000x3=$30,000
Website Developers $100,000
Warehouse and office reconfiguration $50,000
Human Resourcing (additional workers) 4 online staff = $480,000

4 warehouse staff = $480,000
6 delivery drivers = $720,000
Human Resourcing (re-training staff) $27,000
Human Resourcing (do not have any skill of $24,000

online service)
Human Resourcing (because of overstaffed, Distribution

4 staff from present store)
Human Resourcing (8 staffs of customer Increasing sales and customers

service)
c. benefits to organisation
According to financial projection prepared by the CFO, the business expects
the proposed strategy to be profitable over thee years.
d. a list of different approaches to developing key performance indicators
Key Performance Indicator:
*establish goals and
*establish critical success factor from the goals and objective
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*establish key performance indicator

*collect measures
*calculate metrics from measure
e. risks to organisation by not implementing
If the action plan was not implemented it will cost loss to the company. Sales
might decreased without proper implementation of the plan. There is
competitive risk, the risk that the other companies will gain advantages over
you that prevent you from reaching goals.
f. outline of identified risks and contingency planning
Risks Level of the Risk Solution

Change the other shop
Poor online sale M location (more popular Search
Engine)
Customer service quality
problem for online customers Re-training Staff to match the
H
leading to a breach of consumer law
consumer law
Staff misunderstanding
changes and considering online H Re-training Staff
sales as threat to jobs
Not being able to recruit fully Increase the wages to attract
M
trained online staff fully trained online staff
IP relating to confidential
information contained within
Required to sign a
the e-ecommerce strategy L
confidentiality contract
when employees leave the
company
Loss of IP ownership if a
relationship with the website M Find other website developer
developer contract ceases
Not complying with WHS
legislation through lack of risk
assessment conducted on
Purchase health insurance for
potential musculoskeletal L
employees
disorders resulting from poor
customer service workstation
design
Wastage due to overstocking decrease the selling price or
product in anticipation of M make a discount try to sale
increased online sales overstocking product
g. description of sources of information used to develop proposal (use internet

research on technical aspects of e-commerce and importance to retailers;
use consultation, use company financial projections).
Researches for the implementation of operational plan thru intensive market
research and external consultation has been done. E-commerce strategy is
planned and expected to increase the BBQfun’s sales.
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10. In a third role-play, present proposal for approval by the Operations General
Manager.
Video attachment is placed.
11. Submit a portfolio of your implementation documents as outlined in the
specifications below. Keep copies of your work for use in Assessment Tasks 2
and 3 and for your own records.
Specifications
You must:
● participate in three role-plays:
○ consult with the Sales and Marketing Manager

○ consult with the technology consultant
○ present the resourcing proposal for approval from the Operations General
Manager
● submit a planning portfolio, including:
○ a summary of the operational environment of BBQfun

○ action plan
○ performance indicators for operational and financial targets (in the
new/amended operational plan)
○ balanced scorecard for e-commerce customer service representative
○ proposal for resourcing.
Your assessor will be looking for:

● reading and writing skills to use workplace information to write an operational plan
that meets organisational requirements
● oral communication skills to present information in a clear and professional
manner, listen and comprehend information and confirm understanding through
questioning and active listening
● planning and organisational skills to take responsibility for developing and
implementing a plan to achieve operational goals including resource needs,
strategy development, sequencing activities, identification of risks and impact on
operational performance and generating contingency plans
● interaction skills to communicate and empathise with stakeholders during
consultation processes and collaborate to achieve business outcomes
● numeracy skills to work with an existing budget to allocate and manage financial
resources
● knowledge of models and methods for operational plans
● knowledge of the relationship between an operational plan and organisational

objectives
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● knowledge of budgeting processes
● knowledge of legislation and regulations relevant to the operational plan of the

organisation
● knowledge of intellectual property rights and responsibilities relevant to the
operational plan
● knowledge of using KPIs to develop business objectives.
Adjustment for distance-based learners

● The role-plays can be adjusted for distance learning. The role-plays for this task can
be varied to take place using Skype conferencing (or any other video conferencing
tool available to both you and the assessor).
● A follow-up interview may be required (at the discretion of the assessor).
● Documentation can be submitted electronically or posted in the mail.
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Appendix 1: Scenario – e-Commerce strategy
Background to scenario
The BBQfun Board of Directors and the CEO have decided to implement an e-commerce
strategy to maintain or increase market share and revenue and satisfy customer needs in
line with company strategic directions.
You have been hired as an external consultant to manage operational planning activities
for BBQfun’s e-commerce strategy.
Under the strategy, BBQfun would offer all products in an online store. Stock could be
stored at no extra cost at existing stores. Customers would cover delivery costs.
Currently, BBQfun has a website, but this website lacks e-commerce functionality. The
website would need to be redeveloped to incorporate this functionality in line with
relevant technical specifications. Existing infrastructure, such as office and store
configurations, would need to be adapted to the new strategy. Additionally, assets, such
as delivery vehicles would need to be acquired. New staff would need to be recruited and
existing staff retrained or informed of the e-commerce strategy and associated
operational and performance targets.
All resourcing must be acquired and operations undertaken in accordance with relevant
internal and external standards – legislation and codes of practice; intellectual property
(IP) rights and responsibilities; and organisational policies and procedures.
Preliminary approval has been given to amend existing budget and operational planning
to incorporate this strategy.
It is now 30 June 2013 and e-commerce operations are expected to be underway in one
year and three months, by 1 October 2014.
Scenario task
As the external consultant, you will need to determine physical and human resourcing
requirements. Review organisational documentation and undertake preliminary research
on e-commerce. Consult with the following personnel to determine resourcing needs:
● Sales and Marketing Manager
● technology consultant.
You will then need to plan physical and human resourcing and establish associated
performance measures and targets. You may consider the Management Team of BBQfun,
including team leaders in warehouses, to be resources for the implementation. Use
description of their roles in operational planning when assigning responsibilities.
Finally, you will need to propose resourcing and associated operational changes to the
Operations General Manager, who will, in consultation with the CEO and Board of
Directors, provide approval.
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Resourcing and budget: e-Commerce strategy

After consulting with the management team at BBQfun, you determine:
● eight online sales and customer service people will be needed to manage increased
online customers
● since stores are overstaffed, four of the required customer service staff could be
sourced from existing employees at the two stores
● no current staff have any online customer service skills
● management would like to develop people through re-training rather than hire new
staff to handle online sales
● six delivery trucks needed to enable distribution
● e-commerce website will take 50 days to develop
● three forklifts are needed
● four additional warehouse workers are needed
● six additional drivers are needed
● office space will need to be reconfigured.
The following operational costs are associated with e-commerce business strategy.
Costs: e-Commerce strategy (initial investment)
Resources Costs
Plant and equipment ● Delivery trucks $50,000 x 6 = $300,000
● Forklifts $10,000 x 3 = $30,000
Promotional costs $300,000
Website developers $100,000
Staff training Online customer service training $3,000 per staff

member = $24,000
Recruitment costs $30,000
Management change $3,000 each = 1 Brisbane store manager, 4 Brisbane

leadership training for store team leaders, 1 Gold Coast store manager and 3 Gold
managers and team leaders Coast team leaders x $3,000 = $27,000
Warehouse and office $50,000

reconfiguration
Total $861,000
In addition, ongoing staff costs will be incurred.

The expected life of the initial investment is expected to be three years.
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Costs: e-Commerce strategy (ongoing)
Resources Costs
Additional staff: (At $40,000 year average annual salary)
 4 online staff 4 x $40,000 ($160,000) per year for 3 years =

$480,000
 4 warehouse staff 4 x $40,000 ($160,000) per year for 3 years =

$480,000
 6 delivery drivers 6 x $40,000 = $240,000 per year for 3 years =

$720,000
Total $1,680,000
The following expenses should be incurred in the 2014 financial year and be included in
associated financial targets for spending:
Additional staff $400,000
Additional marketing $300,000
Additional training $51,000
Recruitment $30,000
Benefits to business
According to financial projection prepared by the CFO, the business expects the proposed
strategy to be profitable over three years.
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Profitability index over three years
Present value (PV) of future cash flows

Profitability index (PI) =
Present value (PV) of initial investment
PI>1 indicates project should be undertaken
FY 2014 FY 2015 FY 2016
Cash flow from operations (minus ongoing $200,000 $500,000 $800,000

operational costs associated with e-
commerce such as additional staffing)
Present value of future cash flows $180,000 +$420,000+$600,000 =

(discounted future cash flows with respect to $1,200,000
opportunity cost, inflation)
Present value of initial investment $861,000
Profitability index 1.39
The expected additional profit for 2014 would be $200,000. This figure should be added
to targets.
Risks to implementation
to jobs

contract ceases
online sales.
All additional costs associated with contingency planning will be approved in accordance
with BBQfun policies and procedures.
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Budget summary
BBQfun 2013–2014 Approved budget by activities to be undertaken

Income:
Sales $11,000,000 Barbecues and related equipment.
Investment income $1,567,000 Real estate investment income and

rental of office space.
Cost of goods sold ($5,890,000) Cost of provision of goods, purchase of

(COGS) stock, distribution.
Gross profit $6,677,000 Gross profit.
Expenses:
Wages, salaries and on $2,567,890 Wages, salaries, superannuation, work

costs cover insurance, payroll tax.
Consultancy fees $50,000 Project management: WHS

management system; change
management.
Communication $42,000 Telephone, ISP costs, IT support.

expenses
Marketing $920,000 Cost of staff travel and associated

costs for sales, etc.
Premises expenses $1,000,000 Rent, electricity, maintenance,

cleaning.
Insurance $120,000 Liability insurance
Depreciation and $177,569 Computers and capital equipment that

amortisation is depreciated.
Office supplies $65,068 Printing and stationery, postage,

amenities.
Training $62,187 Sales training: leadership, WHS,

ethical/legal training.
Total expenses $5,004,714
Net profit $1,672,286 Net income before tax.
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Operations
General operating hours

BBQfun operates Monday to Friday from 9 am to 5 pm. BBQfun will be operational
year-round except legislated holidays.
Human resources
Pat Mifsud, CEO
Pat is responsible for working with the Board of Directors to oversee the business, set
overall strategic directions, manage risk, and authorise large financial transactions.
Riz Mehra, Chief Financial Officer

Riz is responsible for preparing quarterly financial statements and overall budgeting.
Riz is also responsible for overseeing budgets for cost centres and individual projects.
At completion of financial quarters and at the end of projects, Riz is responsible for
viewing budget variation reports and incorporating information into financial
statements and financial projections.
Kim Chen, Operations General Manager

Kim is responsible for the day-to-day running of the company. Kim oversees the
coordination of all operations. Kim is responsible for sponsoring projects that affect
operations of the organisation as a whole. Kim works with the HR Manager to
coordinate systems and projects to achieve company-wide synergy.
Les Goodale, Human Resources (HR) Manager

Les is responsible for the productive capacity and welfare of people at BBQfun. With
the Operations General Manager, Les works to coordinate projects and management
systems, such as performance management, recruitment and induction.
Sam Lee, Marketing Manager

Sam is responsible for the management of all aspects of marketing. Sam manages the
activities of the marketing team.
Pat Sweeney, Manager: Brisbane (Kenmore)

Pat is responsible for the management of all aspects of the Brisbane store.
Alex Mitchell, Manager: Gold Coast

Alex is responsible for the management of all aspects of the Gold Coast store.
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A summary of human resources at each of the two locations appears below:
Brisbane: Head office
● Employees:
○ 30 full-time and casual sales and customer service people, check-out staff
trained in use of POS – integrated with ERP (enterprise resource planning)
and CRM (customer relationship management) software system
○ senior management team (five) + one store manager
○ four sales team leaders
○ one delivery truck driver
○ one warehouse worker.
Gold Coast operation
● Employees:
○ 30 full-time and casual sales and customer service people, check-out staff
trained in use of POS – integrated with ERP (enterprise resource planning)
and CRM (customer relationship management) software system
○ one store manager
○ three sales team leaders
○ one delivery truck driver
○ one warehouse worker.
Office requirements
The office space is leased and will accommodate the necessary office equipment, such as
computers, fax machine, photocopier and other engineering equipment.
Brisbane: Head office
● Location: Kenmore.
● Size: 15,000 square metres (50% warehouse, 50% display area). Warehouse
area used at 45% of capacity, but poorly configured to accommodate heavy
increase in distribution traffic.
● Large mezzanine office space (used to be occupied by online retailer, currently
subdivided and occupied by the management team).
● Loading bay with large capacity (most of area incorporated into customer display
area, could be easily and cheaply reconfigured to accommodate extra
distribution).
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Gold Coast operation
● Location: Robina.
● Size: 12,000 square metres (50% warehouse, 50% display area). Warehouse
area used at 50% of capacity, but poorly configured to accommodate heavy
increase in distribution traffic.
● Large mezzanine open-plan office space with separate access (was previously
rented out to a telemarketing company).
● Lots of spare office space.
● Loading bay with large capacity.
Operating capital requirements

BBQfun requires approximately five million dollars in working capital to sustain and
ensure the business meets all opening and ongoing financial obligations.
The company may experience financial pressures during slow sales periods.
A long-term strategy to maintain a positive cash flow during these periods will be to
diversify the company’s product range and develop business opportunities such as
e-commerce to boost sales and sales capability overall.
Operational expenses
Wages, salaries and on-costs $2,567,890
Consultancy fees $50,000
Communication expenses $42,000
Marketing $920,000
Premises expenses $1,000,000
Insurance $120,000
Depreciation and amortisation $177,569
Office supplies $65,068
Training $62,187
Total Expenses $5,004,714
Insurance requirements
BBQfun will have to incur costs for business liability insurance. The estimated cost for this
requirement is $100,000 per year.
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Operational workflow
1. Conduct market research to determine needs.
2. Negotiate with suppliers.
3. Receive and warehouse products.
4. Provide service and information to warehouse customers.
5. Receive payment.
6. Arrange delivery of items (if required).
BBQfun accepts cash, EFTPOS and major credit cards. Credit terms are available for
trades.
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Operational plan (with strategic objectives, measures and tasks) FY 2013–2014

BBQfun Operational Plan (with strategic objectives, measures and tasks) FY 2013–2014
Objectives: Performance measures Tasks:
1 Engaging with customers ● Completion of ● Conduct quarterly surveys on customer satisfaction.

through marketing, market/marketing research. ● Evaluation of market and marketing data to determine
research and personalised
service. ● Completion of customer marketing opportunities.
surveys.
● Completion of reports to
identify marketing
opportunities.
2 Building reputation for ● Percentage of brand ● Audit of supplier quality.

quality products and quality recognition in sought-after
● Regular contact with suppliers.
customer service: categories in periodic
● Raise organisational customer surveys. ● Investigate resourcing needs: people, products.
profile by 20%. ● Percentage of customers with ● Fulfil resourcing and distribution needs in accordance
● Improve client positive view of organisational with policies and procedures.
satisfaction responsiveness, innovation, ● Maintenance of enterprise resource management
performance by 25%. quality, ethics, safety. (ERP), point of sale (POS) and customer relationship
● Number of customer management (CRM) systems.
complaints.
● Delivery times.
● Number of returned items.
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3 Supporting people to ● Numbers of injuries ● Research effectiveness of possible incentives for: safe
perform via training and (Target = 0). work achievement; healthy lifestyle.
performance management.
● Numbers of absentees ● Engage workers with strategic goals of business and
(Target = <3% of total hours). support professional development in line with strategic
goals. (Targets to be set by individual managers).
● Anti-discrimination complaints
(Target=0). ● Management engagement with employees to achieve
greater buy-in of organisational goals.
● Lost Time Injury Frequency
Rate (Target=2) ● Include explanation of how activities work with
organisational strategic goals in all communications to
● Percentage completion of
internal personnel.
performance plans and
performance management ● Regular coaching.
process. ● Training needs analysis and training (leadership, WHS,
● Numbers of coaching sessions ethical/legal training).
completed. ● Strategic goals included in induction program.
● Numbers of operational- ● Employee incentives for performance in all areas
related training programs relevant to operational and strategic goals.
completed.
4 Increasing sales revenue. General ledger accounts; financial ● Marketing campaigns.

statements:
● Sales training for floor staff.
● Revenue target = $11 million
● Profit target = $1,792,286
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5 Reduce direct and indirect ● General ledger accounts; ● Renegotiate with suppliers.
costs of operations. financial statements: ● Research potential new suppliers.
○ wages
● Research new distribution possibilities, such as
○ cost of agent services e-commerce/delivery.
○ consultancy fees ● Management engagement with employees to achieve
○ wastage and associated greater employee support of organisational goals.
expenses.
● Greater use by managers of budgets to encourage
● Expense target = $5,004,714 restraint.
● COGS target = $5,890,000 ● Greater focus on budget restraint in management of
projects/activities.
● Inventory management through ERM to reduce
overstocking and risk associated with storage.
● Incentives (as part of manager/employee performance
management and bonus system).
Page 22 of 19
Appendix 2: Action plan template
Milestone: Action and/or objective Date Person Budget or resources

(to achieve strategic aims of physical or human resourcing) responsible (where applicable)
Plant and equipment Sam Lee
Promotional Cost Riz Mehra
Website developers Kim Chen
Staff training Les Goodale
Recruitment Les Goodale
Page 23 of 19
Appendix 3: Balanced scorecard template
KRA (key Target KPI (key performance Result

result area) indicator)
Financial To achieved doubled sales of $ online sales Yes/No

storefront business
Customer Less than four complains per hour Number of complaints Yes/No
SAtisfaction by number of calls
% Rejected deliveries
Less than 5%
Quality of information
Less tha 2 times per costumer
provided to costumer
with less number of
error
Less than 20costumers in a year Number of returned

items by costumer
Costumer Ensure employment part in all Complete WHS Yes/No

Service development activities as a Training
representative.
Complete customer
service course
Page 24 of 19
Appendix 4: Contingency plan template
Contingency Plan
Company name: BBQfun
Name of person developing the plan: Kim Chen
Who was consulted as part of this plan? CEO, Stake holders
Name Position
Risk identified:
Medium risk of poor online sales, high risk of custumer service quality problems for
online customers leading to breach of consumer law, medium risk of not being able to
recruit fully trained online staff.
Strategies/activities to minimise the risk By when By whom
Advertisements
Legislative consultation regarding consumer law
Recruitment of staffs
Training programs for staff
Page 25 of 19
Page 26 of 19

Assessment Task 1 SHAUN

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Assessment Task 1 BSBMGT517 Manage operational plan

Develop an operational plan

Candidate’s name Shaun Cayzle A. Dela Cruz Phone no. 0406488280

Assessor’s name Young-Lan Docko Phone no.

Assessment site Qlearning.com.au

Assessment date/s November 11, 2019 Time/s 9am-4pm

3. Research resource requirements for implementation of e-commerce strategy.

-development of e-commerce website may took about 50 days to be redevelop

● low risk of loss of IP relating to confidential information contained within the e-

4. Arrange with your assessor to participate in two resourcing consultation role-plays.

b. human resourcing (all major steps, e.g. recruiting, training, communication)

Milestone: Action and/or

Less Goodale, Human

Sam Lee, Marketing

KRA (key Target KPI (key performance Result

Financial To achieved doubled sales of $ online sales Yes/No

Less than 20costumers in a year Number of returned

Costumer Ensure employment part in all Complete WHS Yes/No

● low risk of loss of IP relating to confidential information contained within the e-

● medium risk of wastage due to overstocking product in anticipation of increased

9. Develop a proposal for resourcing to be presented for approval to the Operations

Plant and Equipment Delivery Truck $50,000x6=$300,000

Website Developers $100,000

Warehouse and office reconfiguration $50,000

Human Resourcing (additional workers) 4 online staff = $480,000

Human Resourcing (re-training staff) $27,000

Human Resourcing (do not have any skill of $24,000

Human Resourcing (because of overstaffed, Distribution

Human Resourcing (8 staffs of customer Increasing sales and customers

*establish key performance indicator

Risks Level of the Risk Solution

g. description of sources of information used to develop proposal (use internet

○ consult with the Sales and Marketing Manager

○ a summary of the operational environment of BBQfun

Your assessor will be looking for:

● knowledge of the relationship between an operational plan and organisational

● knowledge of budgeting processes

● knowledge of legislation and regulations relevant to the operational plan of the

Adjustment for distance-based learners

● Documentation can be submitted electronically or posted in the mail.

Appendix 1: Scenario – e-Commerce strategy

Resourcing and budget: e-Commerce strategy

● e-commerce website will take 50 days to develop

● three forklifts are needed

● four additional warehouse workers are needed

● six additional drivers are needed

● office space will need to be reconfigured.

Costs: e-Commerce strategy (initial investment)

Plant and equipment ● Delivery trucks $50,000 x 6 = $300,000

● Forklifts $10,000 x 3 = $30,000

Promotional costs $300,000

Website developers $100,000

Staff training Online customer service training $3,000 per staff

Recruitment costs $30,000

Management change $3,000 each = 1 Brisbane store manager, 4 Brisbane

Warehouse and office $50,000

In addition, ongoing staff costs will be incurred.

Costs: e-Commerce strategy (ongoing)

Additional staff: (At $40,000 year average annual salary)

 4 online staff 4 x $40,000 ($160,000) per year for 3 years =

 4 warehouse staff 4 x $40,000 ($160,000) per year for 3 years =

 6 delivery drivers 6 x $40,000 = $240,000 per year for 3 years =

Additional staff $400,000