BizOps Company Development Plan

This development plan aims to help BizOps Company manage its online business and solve conflicts between retail and online stores. The plan includes goals and objectives, key personnel, communication plan, problem resolution process, conflict management process, evaluation process, and cost and benefit evaluation. The company aims to consolidate its market position as a leading retail operator and achieve a 15% annual growth sale plan in the next five years.

Running head: BIZOPS COMPANY DEVELOPMENT PLAN 1
BizOps Company Development Plan
Student’s name
Institution affiliation

BIZOPS COMPANY DEVELOPMENT PLAN 2
BizOps Company Development Plan
As an international retail business, the BizOps Company has the plan of consolidating its
market position as a leading retail operator in its 2015-2020, plan for a green and sustainable
strategy that targets high quality and exclusive products1. The company has also in place, a 15%
annual growth sale plan to be achieved in the next five years2. The company needs a
development plan to improve on its online sales by achieving and improved customer
satisfaction. The purpose of the current business development plan for the company is to help it
manage its online business and be able to solve the ongoing conflicts between retail and online
stores. Thus, the company has the hope that this plan can help achieve the five year business
objectives and goals as well as help it grow significantly in the long term.
1. BizOps goals and objectives
 The main objective of BizOps includes providing products of high quality and services to
all the customers as it is already known for its brand of inclusive and enthusiastic
business culture.
 The company’s main goal in the business is to consolidate and better its market position
as a lead retailer business for a sustainable and green solutions as well as providing
exclusive ad high quality products in its 2015-2020, program. Besides this objective, the
company requires a sales growth of 15% annually for the next five years. It also plans to
1 Alison. (2015, October 12). Customer Relationship Management in Business Services.
Retrieved October 27, 2016, from Alison: https://alison.com/courses/customer-relationship-
management-in-business-services
2 Entrepreneur. (2015, February 03). Strategies for Presenting Your Business Plan. Retrieved
October 27, 2016, from Entrepreneur: https://www.entrepreneur.com/article/241539

BIZOPS COMPANY DEVELOPMENT PLAN 3
ensure that they can provide a premium experience in the retail business to a population
of more than 90%3.
2. From the organizational chart, the key personnel in the business development plan
include;
 Rose Hargreaves - company (CEO) and business leader
 Sean Bamford- Business sponsor
 Nancy Tooket- Change management leader
 Chang Lin- A business development champion
 A process for working effectively with the relevant stakeholders
3. Communicating effectively with stakeholders
4. Strategy for effective change management
3 Farb, B. (2016, July 08). 10 CRM systems small businesses should know. Retrieved October
27, 2016, from Techradar: https://www.in.techradar.com/news/software/business-software/10-
CRM-systems-small-businesses-should-know/articleshow/38460847.cms

BIZOPS COMPANY DEVELOPMENT PLAN 4
BizOps Company has a plan to achieve a growth of 15% annually to be noted in the next five
years as well as experience an increasing growth in future or in the long term4. For the company
to achieve this aspect;
 The firm will have to implement a strategy regarding the online sales.
 The business will need to pay more attention on the changing trends in the market
especially on customer behavior.
 Much of this involves evaluating the customer purchase behavior that determines whether
they get products from the retail stores or buying things online5.
 The business will also have to develop its culture through encouraging the staff to
increase their level of cooperation along the online service line that will see it achieve a
good name by giving commendable service to the customers.
5. Communication plan
The company will have to apply a top down communication strategy when the management is
communicating changes to the staff. A bottom up communication will be used when reporting
key issues to the top management. Horizontal communication is useful among the staff or the
management and with customers. All company stakeholders such as the management, staff, the
customers, suppliers, marketers and technical staff will be part of the plan6.
4 Fontinelle, A. (2016, April 28). Business Plan: Your Organizational And Operating Plan.
Retrieved October 27, 2016, from Investopedia:
https://www.investopedia.com/university/business-plan/business-plan6.asp
5 Lewis, G. (2014, July 02). 10 Benefits of an Organizational Change Management Plan.
Retrieved October 27, 2016, from Consultparagon: https://www.consultparagon.com/10-
benefits-of-an-organizational-change-management-plan
6 Plumme, D. (2014, September 19). “Digital BizOps”: A Philosophy of Business Operations in
the Digital World, Part 1. Retrieved October 27, 2016, from gartner:
https://gartner.com/daryl_plummer/2014/09/19/digital-bizops-a-philosophy-of-business-
operations-in-the-digital-world-part-1/

BIZOPS COMPANY DEVELOPMENT PLAN 5
6. Problem resolution process
The process for the problem resolution involves the following steps
a. Identifying the key issues of conflict
It is always advisable to be clear on the various issues identified. Based on the company
case, the main issues include those related to customer satisfaction, problems between retail
shops and online sales.
b. Separating the listed issues from interests identified
The reason is that the solutions for problems may be different from those of interests
c. Understanding the interests of stakeholders
This is a key step that is usually left out in most business plans in looking for solutions.
The best solution to the problems identified is the one that brings about the satisfaction of
everyone’s interests7. During this step, active listening is required. The company will have to
ensure that stakeholders put aside their differences for some time so that they can listen to each
other with an intention of understanding.
d. Listing the potential solutions
This involves the time the business can do some form of brainstorming. The company
needs to encourage the stakeholders to apply creativity for instance, matching the prices online
and in retail shops, developing some new systems, linking the interests of retail stores and online
sales altogether8.
e. Evaluating the given options
7 Ryals, Lynette, and Adrian Payne. "Customer relationship management in financial services:
towards information-enabled relationship marketing." Journal of strategic marketing9, no. 1
(2001): 3-27
8 Stakeholdermap. (2016). Stakeholder Management Templates & ebook. Retrieved October 27,
2016, from Stakeholdermap: https://www.stakeholdermap.com/stakeholder-analysis.html

BIZOPS COMPANY DEVELOPMENT PLAN 6
This involves carrying out a review for the various solutions for advantages and
disadvantages and compare among them. The effective solution is then chosen upon and the
company will decide upon it.
f. Selecting the best option (s)
This step involves finding out whether two or more potential options can be implemented
to have the problem solved or not9. It involves evaluation the second best from the list that
remains and seeing whether there is the possibility of coming up with a better solution from
bundling two options.
g. Documenting the agreement (s)
The agreement between the parties or for the problem is recorded and implementation
strategies to be laid down.
h. Agree on the monitoring, contingencies and evaluation
This involves creating the opportunities for evaluating the agreements and the subsequent
implementation. Some methods can be applied for a time periods.
7. The process for managing conflicts through consultation and communication
The following are the steps are to be followed in managing the conflicts among parties.
a. Clarifying about the disagreement
9 Romano, B. (2016, May 14). Usermind Raises $14.5M to Push “BizOps” Vision for Sales,
Marketing. Retrieved October 27, 2016, from xconomy:
https://www.xconomy.com/seattle/2016/03/16/usermind-raises-14-5m-to-push-bizops-vision-for-
sales-marketing/

BIZOPS COMPANY DEVELOPMENT PLAN 7
The main goal of the step is to have both parties agree concerning the disagreement and
the cause10. For instance, the company has the retail staff feeling threatened through the
implementation of online sales.
b. Establishing some common goal for all parties
In this step, both parties will agree on the conflict outcome that is desired and this involves
having the company, grow in terms of sales and profitability.
c. Discussing ways of meeting this common goal
Both parties need to come together and discuss the ways that they can meet the goal that
is agreed upon in the second step11.
d. Determining the barriers of achieving the common goal
This step involves understanding any possible problems that might affect the process of
getting solutions proactively and having the plans implemented to solve issues for long term.
e. Agreeing on the best method of conflict resolution
A common ground is to be agreed upon between parties and discussion about the various
responsibilities for maintaining the solutions for both parties is to begin12.
8. Development plan evaluation process
The following steps are to be applied while evaluating the current development plan.
 Identifying the evaluation audience
10 Xconomy. (2016, March 16). Bizops Mission. Retrieved October 27, 2016, from xconomy:
https://www.xconomy.com/seattle/2016/03/16/usermind-raises-14-5m-to-push-bizops-vision-for-
sales-marketing/attachment/michel-feaster-portrait/
11 Chen, Injazz J., and Karen Popovich. "Understanding customer relationship management (CRM) People, process
and technology." Business process management journal 9, no. 5 (2003): 672-688.
12 Peppard, Joe. "Customer relationship management (CRM) in financial services." European Management Journal
18, no. 3 (2000): 312-327.

BIZOPS COMPANY DEVELOPMENT PLAN 8
It is vital to identify the stakeholders or audience for evaluation process. The audience for
the evaluation includes all the people and firms that need the evaluation to be carried out. In this
case the main stakeholders for the company are the retail staff and operational team.
 Defining the evaluation questionnaires
Evaluation questions falls beyond the measurements of asking the higher order questions
that include the whether the intervention is beneficial or not, whether there is the possibility of
achieving it in other ways13.
 Identifying a way for monitoring the questionnaires
For the evaluation questions to be answered, monitoring questions need to be developed
to know which data is to be collected through the process of monitoring14.
 Administering questionnaires to the audience
The administering involves identifying the audience involves such as the staff and
operational team and the number involved.
 Getting audience feedback
The feedback collection process involves designing a collection process for the various
questionnaires to enable the review process to begin.
 Evaluating the feedback
This requires going through the questionnaires one by one and identifying the contents.
Those with the same concerns are sorted and compared to the ones with differing concerns. The
final options are discussed to await implementation15.
13 Brown, Stanley A., and Price Waterhouse Coopers. Customer relationship management: A
strategic imperative in the world of e-business. John Wiley & Sons, Inc., 2009.
14 Payne, Adrian, and Pennie Frow. "A strategic framework for customer relationship management." Journal of
marketing 69, no. 4 (2005): 167-176.
15 Ryals, Lynette, and Adrian Payne. "Customer relationship management in financial services:
towards information-enabled relationship marketing." Journal of strategic marketing9, no. 1

BIZOPS COMPANY DEVELOPMENT PLAN 9
9. Key success measures evaluation process
The following steps will be applied while carrying out an evaluation for the key success
measures in the new development plan.
 Identification of the key factors of success
The two main factors of success include levels of customer satisfaction and increase in efficiency
levels. Increased sales and profitability is also a factor of success.
 Preparing a survey
The survey process involves the following elements;
• designing questions for data collection
• identifying the method of administration
• Finalize and testing the questions
• Reviewing the questions
 Carrying out the actual survey
It involves setting the actual day to carry out the survey.
 Analyzing and evaluating success
Involves analyzing whether the factors of success are ideal and able to be achieved
 Implementing changes deemed to be necessary
The changes aimed at achieving the goals and changes for general growth.
10. 10. Evaluating and monitoring senior management
The following activities are to be applied such as;
 Hiring an overall company manager
 Having different departments that report to the chief manager
 Formulating protocols for leadership evaluation and assessment
(2001): 3-27.

BIZOPS COMPANY DEVELOPMENT PLAN 10
 Targets set for managers to achieve
 Key Performance indicators applied to monitor how managers work
 Chief financial officer to be hired to allocate funds to the departments
 Managers to account the use of the allocated resources quarterly basis every year.
11. Cost and benefit evaluation
The following steps are to be applied in the cost and benefit evaluation
1. Identification of the costs and benefits
Concerning costs, the company will have to take a lot of time and finances in training the
staff, promoting the online sales and developing the new systems16.
The benefits expected include improvement on online sales, increasing company profitability,
creation of an online brand and general market competitive advantage
2. The company will have to compare between the costs and benefits.
This will be done to estimate the long term benefits and identify whether the plan is a loss
to the business or a benefit that supports future growth17.
3. Determining the point of break-even
The primary purpose for a break-even point analysis involves determining the value of
minimum output that the business must exceed to make business profit18.
16 Berry, Leonard L. "Relationship marketing of services—growing interest, emerging perspectives." Journal of the
Academy of marketing science 23, no. 4 (1995): 236-245.
17 Ryals, Lynette. "Making customer relationship management work: The measurement and
profitable management of customer relationships." Journal of marketing 69, no. 4 (2005): 252-
261.
18 Mithas, Sunil, Mayuram S. Krishnan, and Claes Fornell. "Why do customer relationship
management applications affect customer satisfaction?." Journal of Marketing 69, no. 4 (2005):
201-209.

BIZOPS COMPANY DEVELOPMENT PLAN 11
4. Opportunity cost will involve getting things of top priority done first following those of
less urgency.
Conclusion
The development plan for BizOps Company involves its goals of achieving a 15%
growth annually for five years and increasing the customer satisfaction levels at both retail and
online sales lines. For it to achieve these goals, a development plan, a communication plan, a
conflict resolution plan, an evaluation plan for the development plan effectiveness need to be
designed so that issues that help the company achieve its goals are implemented while the
barriers are identified and solved.

BIZOPS COMPANY DEVELOPMENT PLAN 12
References
Stakeholdermap. (2016). Stakeholder Management Templates & ebook. Retrieved October 27,
2016, from Stakeholdermap: https://www.stakeholdermap.com/stakeholder-analysis.html
Chen, Injazz J., and Karen Popovich. "Understanding customer relationship management (CRM)
People, process and technology." Business process management journal 9, no. 5 (2003):
672-688.
Peppard, Joe. "Customer relationship management (CRM) in financial services." European
Management Journal 18, no. 3 (2000): 312-327.
Brown, Stanley A., and Price Waterhouse Coopers. Customer relationship management: A
strategic imperative in the world of e-business. John Wiley & Sons, Inc., 2009.
Payne, Adrian, and Pennie Frow. "A strategic framework for customer relationship
management." Journal of marketing 69, no. 4 (2005): 167-176.
Ryals, Lynette, and Adrian Payne. "Customer relationship management in financial services:
towards information-enabled relationship marketing." Journal of strategic marketing9,
no. 1 (2001): 3-27.
Berry, Leonard L. "Relationship marketing of services—growing interest, emerging
perspectives." Journal of the Academy of marketing science 23, no. 4 (1995): 236-245.
Ryals, Lynette. "Making customer relationship management work: The measurement and
profitable management of customer relationships." Journal of marketing 69, no. 4 (2005):
252-261.
Mithas, Sunil, Mayuram S. Krishnan, and Claes Fornell. "Why do customer relationship
management applications affect customer satisfaction?." Journal of Marketing 69, no. 4
(2005): 201-209.

BIZOPS COMPANY DEVELOPMENT PLAN 13
Lewis, G. (2014, July 02). 10 Benefits of an Organizational Change Management Plan. Retrieved
October 27, 2016, from Consultparagon: https://www.consultparagon.com/10-benefits-
of-an-organizational-change-management-plan
Plumme, D. (2014, September 19). “Digital BizOps”: A Philosophy of Business Operations in
the Digital World, Part 1. Retrieved October 27, 2016, from gartner:
https://gartner.com/daryl_plummer/2014/09/19/digital-bizops-a-philosophy-of-business-
operations-in-the-digital-world-part-1/
Entrepreneur. (2015, February 03). Strategies for Presenting Your Business Plan. Retrieved
October 27, 2016, from Entrepreneur: https://www.entrepreneur.com/article/241539
Alison. (2015, October 12). Customer Relationship Management in Business Services. Retrieved
October 27, 2016, from Alison: https://alison.com/courses/customer-relationship-
management-in-business-services
Xconomy. (2016, March 16). Bizops Mission. Retrieved October 27, 2016, from xconomy:
https://www.xconomy.com/seattle/2016/03/16/usermind-raises-14-5m-to-push-bizops-
vision-for-sales-marketing/attachment/michel-feaster-portrait/
Fontinelle, A. (2016, April 28). Business Plan: Your Organizational And Operating Plan.
Retrieved October 27, 2016, from Investopedia:
https://www.investopedia.com/university/business-plan/business-plan6.asp
Romano, B. (2016, May 14). Usermind Raises $14.5M to Push “BizOps” Vision for Sales,
Marketing. Retrieved October 27, 2016, from xconomy:
https://www.xconomy.com/seattle/2016/03/16/usermind-raises-14-5m-to-push-bizops-
vision-for-sales-marketing/

BIZOPS COMPANY DEVELOPMENT PLAN 14
Farb, B. (2016, July 08). 10 CRM systems small businesses should know. Retrieved October 27,
2016, from Techradar:
https://www.in.techradar.com/news/software/business-software/10-CRM-systems-small-
businesses-should-know/articleshow/38460847.cms
Nais. (2010, March 03). Online business. Retrieved October 27, 2016, from Nais:
https://prod.nais.nasa.gov/eps/eps_data/163402-SOL-001-045.pdf