Case Study of ‘Fast Track Courier’ service | Business Plan

Running Head: BUSINESS PLAN
Business Plan
Name of the student
Name of the university
Author Notes

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Abstract
The report discusses the case of the ‘Fast Track Courier’ service as the company is trying to
expand its service by bring other geographical area under its domain. In order to evaluate the
same the report will begin with the discussion of the background of the company and the
structure of the company based on which the organization is trying to expand its functioning.
The factors of strategy, operation, finance and the HRM will be taken into consideration. The
report will be concluded on the note of a discussion on the communication plan that the
organization need to consider in order to establish its business plan.

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Table of Contents
Introduction................................................................................................................................4
Description of the business (background)..................................................................................4
Business products and services..................................................................................................5
Marketing activity – the market.................................................................................................5
Business operations:...................................................................................................................5
Productivity and performance targets for key result areas.....................................................5
Financial and non-financial performance measures...............................................................6
Detail resource requirements, including human resources, capital equipment and other
resources required to achieve business goals.........................................................................7
Management and organizational structure.................................................................................8
Proposal......................................................................................................................................9
Strategic Goals.......................................................................................................................9
Operational Goals.................................................................................................................10
Objectives.............................................................................................................................10
Financial background...............................................................................................................10
Trading to date.....................................................................................................................10
Forecasts...............................................................................................................................11
Risks (risk analysis).................................................................................................................11
Licensing..................................................................................................................................12
Conclusion................................................................................................................................12
Communication strategy..........................................................................................................13

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References................................................................................................................................15

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Introduction
The aim of the report is to furnish an exclusive and extensive understanding of the
fast track courier service in terms of the furnishing the business plan in order to aid the
organization in their operational as well as strategic goals. In order to furnish the business
plan for the organization the paper would follow the course of the discussion on the nature of
the business considering the brief history of the company in its business venture. The report
would also take into consideration the marketing activities of the Fast Track Courier
Company and discuss in detail the operations that the organization is undertaking in its
business. The factors of financial backgrounds as well as the risks the organization is capable
of encountering in its business venture. The report would also take into consideration the
aspects crucial to the licensing and conclude on the note of furnishing a communication plan
for the organization.
Description of the business (background)
The primary concern of the business has been to deliver the packages ranging from
the smaller to the larger sizes and transport them across the metropolitan of the Sidney. Along
its considerable year of functioning the organization has established itself on the basis of the
reliability of the customers as well as the value for the money that they exhibit. While the
company has entered the competitive market if the courier service by that time the
organization has established itself as a trusted brand for its considerable year of functioning
for a period of 12 years.
The owners as well as the managerial team does not welcome the risks as they have
the knowledge of the fact that the success of the company over the past years as well as its
gradual increase can be contributed to the experienced and consolidated group of members
who enhance the company (McKenzie 2015).

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Business products and services
The business where the Fast Track Courier Service engages in is the one of the
service providing industry. As such, the organization is concerned with delivering packaged
good of varied sizes ranging from medium to small. The main area of operation for the
company is in the New South wales. In the huge time of its functioning, the organization has
established itself as a reputed brand in the industry on the ground of the monetary value as
well as the reliability that the organization has established between its customer base (Haseeb
et al., 2019)
Marketing activity – the market
Past 12 years have experienced a boost in terms of the profitability that the
organization has experienced in the market. The reputation that the organization has
established in its market has been reflected in the margin of growth as well as profit. The
target customer group of the company is the one of small sized business who comprise a huge
section of the company’s customer base. However, the limitation of the organization is the
restriction that they experience in terms of the geographic location, as their logistics have not
evolved to allow the organization to expand beyond the metropolitan area present in Sidney
(Amshoff et al., 2019).
The marketing mode of the organization comprise of methods of the direct sale,
listing their products and the services on the internet and mailing their service out. The
organization also indulges in a follow up session with their customer in order to ensure their
satisfaction. As such, the expressed accountability of the organization to the issues of the
customer has allowed the organization to retain a major section of their customers, almost
80%.

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Business operations:
Productivity and performance targets for key result areas
The sales has earned the organization an annual profit of 5%. However, the
organization is looking forward to diversify their service by starting their operation of
delivering in the regional areas belonging to the NSW. As such, the organization seeks to
maintain its reputation as well as their values in their new expansion venture. There has been
a shortage of the delivery service, similar to the one as provided by the organization in the
location of NSW. The organization tried to grab the opportunity created by the courier
service. However, the current stability of the organization and its stability in terms of the
financial aspect allowed the organization to make endeavor in order to expand in the new
market with putting the current stability of the organization both in terms of the market as
well as in terms of finance.
Financial and non-financial performance measures
Annual Sales
Current Sale Anticipated sale in one year
$ 17 million $22 million
Net profit of the organization on an Annual basis
Net profit in the current scenario Anticipated net profit
$1.9 million $3.20 million
Increase in the Cost

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Repayment of the Loan Cost of the operation
+$200,000 in a year +$2.2 million
Cost of administration Cost of labor
+$ 100,000 none
The organization in order to ensure that the investment of the company in terms of the
labor decreases the attempt of the organization is to ensure that the organization is investing
in the automated lift gate at the back of the truck to cut down the cost of the labor. However,
the cost inculcated in the process included $10,000 to be invested upon each truck. Along
with the factor of installation of the automated lift, the cost that the organization would invest
behind each track is more likely to shoot to the amount of $60,000.
Detail resource requirements, including human resources, capital equipment and
other resources required to achieve business goals
In order to achieve the business goal the organization relies heavily on the human
resource of the company. Along with that, the resource of the organization in their business
venture includes the transportation system that is required by the organization to deliver the
good in the stipulated time. The organization has sought to cut down its investment in the
human labor by bringing about technological advancements. Along with that the organization
has set up performance management system by including measures to evaluate the customer
satisfaction. In order to track the position of the drivers and the goods to keep a track of the
location of both picking up as well as dropping down. The drivers are also provided with a
PDA system in order to allow the drivers to have an access to the details of the others. The
record of the delivery of the service is maintained technologically in order to reduce the
chances of mistakes that might occur in the case of data handling (Johnson 2016). There were
certain reluctance on the part of the employees in order to build their competence to the

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changing technological advancement. The logistics have loosened the control on the drivers,
which according to them have instilled in them a sense of satisfaction with their job. Such
action on the part of the logistics were in reaction to the earlier attempt of the HR to integrate
the drivers in the organizational structure of the company. However, such attempts were not
being accepted openly
Management and organizational structure

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Management Team (owner)
Managing Director
Logistic Administration HR Officer Finance Sales
Manager Manager Officer
Truck Driver Accounts Clerks
Fig: Organizational structure
Source: Created by the student
The responsibility of the managing director is to handle the daily responsibility in
terms of the decisions taken by the operational managers. The responsibility of the logistic
managers is responsible for putting the trucks along with their designated drivers according to
the schedule. The organization also includes 20 truck drivers along with the 5 members
assigned for providing support to the organization in terms of administration, HR, sales and
accounts (Lee, McGuire and Kim 2018).
Proposal
Strategic Goals
 The proposed strategy of the organization aims at decreasing the number of the
drivers per track.

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 To extend their function beyond the Sidney metropolitan and include the NSW under
its functioning to extend its service as well as make themselves available to a wider
group of customers.
Operational Goals
 Within the upcoming three years, the company vouch to increase their sales by 40%
 The company seeks to expand its services to the regions around NSW within a period
of 12 months
Objectives
 In order to achieve the goals the organization need to enhance the number of trucks
available to them
 The organization need to bring about technological advancements and initiate
trainings in that respect
 Data collection and the analysis of the data in order to map the satisfaction of the
customers in the new geographical location
 HR policy needs to reframed in order to incorporate the track drivers in the
organizational process
Financial background
Trading to date
The current sales scenario of the organization counts for the 17 million dollar in a
year. However, after diversifying its service to NSW it is expected that the organization

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would be able to earn an annual revenue of amount $22 million. As such, the current annual
net profit of the company is expected to boost to a level of 3.2 million dollar from its status as
1.9 million dollar (Wolf and Floyd, 2017).
Forecasts
In the scenario of the finance, it is thereby expected that the organization is more
likely to face an increase in the cost in terms of the loan repayments. The cost that the
company would require to inculcate would increase to the level of $ 200,000 in a year. The
operating cost of the company would face an increase in the terms of 2.2 million dollar with
the administrative cost facing an increase by 100,00 dollar.
Risks (risk analysis)
As the organization is looking forward to bring about changes in the transport that
forms the backbone of the business, it is expected that the organization should initiate
training in order to mitigate the challenges faced as a result of the technological
incompetence. As the communication between the managerial team and the drivers is absent
from the organization scenario it is expected that the organization would bring about effective
communication method in order to prevent further communication gaps from occurring in
their new business venture (Nickols 2016).
The additional risks of communication along with the risk of the assuring quality
service to the new set of might be hampered. In the current venture of the company the direct
follow up of the company with the customers in order to ensure the satisfaction of the
customers need to be enhanced in their venture of the new geographical location. The need to
acquire the feedback from the customers in terms of their satisfaction as well as the efficiency

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of the service that the organization is acquiring from the customers would be aiding the
organization to estimate the success of their business (Federo and Saz‐Carranza, 2017).
Licensing
The organization need to avail a renewed tax license, heavy vehicle license and the
qualification related license in terms of the transported goods. The company would also need
to seek the approval in order to secure the transport related plans.
Conclusion
The organization in concern, the Fast Track Courier Company has established itself as a
reputed brand in terms of the reliability and the cost effective service that they provide to the
customers. The demand of the new market would urge the organization to focus upon the HR,
operational and the performance based evaluation in order to maintain the brand identity of
the organization in the new market. The established market has provided the organization
with financial security, however the new business venture demanded of the organization to
initiate measures that would allow the organization to maintain its beneficiary factors in the
new market. In order to mitigate the lack in communication that the organization is holding
with the truck driver and as such the situation demands the intervention of the HR in order to
mitigate the communication gap.
Communication strategy
Who are the key stakeholders?
The stakeholders of the organization are the customers, the managers, the accountants,
logistics, HR, administration, sales, finance managers and the truck drivers.
What information will each person (position) require?

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The customers should have the knowledge of the whereabouts of their goods, the customer
should be equipped with a tracking system that would allow the customers track their order.
The customer also need to have the knowledge about the expansion of the service to a new
geographical location. The managers should have information of the challenges that the
several standards of the organization is capable of facing in the new environment. The
accounts and the finance should have the knowledge about the transaction and the investment
that the company would be making in the new endeavor. It is required for the organization to
acquire proper knowledge of the factors of dissatisfaction that might occur among the
employees (Bovée, Thill and Raina 2016).
What are the relevant timeframes?
As the organization is making efforts to expand its functioning in the new geographical
domain of the NSW within a period of 12 months.
How will you communicate this information?
In terms of the human mediator it will be upto the managers and the HR to transfer the
information on a regular basis and in a transparent way. However, electronic and the
technology mediated communication needs to be implemented in order to accelerate the
process. However, the initiation should be taken by the human resource management.
How will you ensure their understanding of their role in implementing the business
plan?
In order to evaluate the understanding of the stakeholders to their respective roles in terms of
the organization. The regular effective communication is essential in this respect, in order to
enhance the understanding of the individuals related to their responsibility.
Task 2

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Part A
Strength Weakness
 In house departments
 Employed by large companies
 Offer public training course
 Clean record of the organization
 Acts as an alternative for the
customers
 Government funding
 Quality training not integrated with
large organization
 Lack of flexible work based training
and communication
 Threats from the Private RTO’s
 Training for the benefits of the
business
The information provided are relevant enough in order to analyze the company
concerned. Plan has provided the readers with relevant information in terms of the structure
of the company and the philosophy, based on which the company has guided their course of
action. The plan has also elucidated about the services provided by the company and
compared the company in respect to its other competitors in the market.
The research has included adequate information on the quality of the competitors in
the market.
The quantity of the information has been diverse in nature to accommodate detailed
research upon the involvement of the company in the market scenario. The information has
been sufficient in order to guide the organization in determining its effectiveness in the
market.
The performance of the firm has been measured specifically discussing the several
areas where the contribution of the company both in terms of the current as well as in terms
of the future contribution has been estimated.
The document has been created in a simplistic nature in order to make in
understandable and the information have been made accessible.

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Part B
Objective 1: Achieve $100,00 as the Net profit for the upcoming year and the increase
has been experienced with an enhancement of 25%
Acceptable Level Timeframe Benchmarking Key Stakeholders
Not so much
acceptable as it is a
high amount to
attain as a new
organization in the
market
One financial year Net profit of
$100,00
25% increase in
profit
Internal
stakeholders,
employees,
shareholders,
customers, trainees
Objective 2: Attain a growth of the business both in a challenging as well as a
manageable way.
Acceptable Level Timeframe Benchmarking Key Stakeholders
Acceptable as there
has been a massive
increase in the
trainees
One financial year Grow business at a
challenging as well
as manageable rate
Internal
stakeholders,
employees,
shareholders,
customers, trainees
Objective 3: To provide the society with an intellectual asset by creating a network with
the organizations concerned with the communication like the one of Chamber of
Commerce.
Acceptable Level Timeframe Benchmarking Key Stakeholders

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Acceptable as the
organization has
well developed
contact with
government bodies
One financial year Communicate and
establish network
with community
organization
Internal
stakeholders,
employees,
shareholders,
customers, trainees
The organization would be monitoring the performance of the students to the job as
well as in the period, both pre and post training scenario. However, the business plan lacks
effective information about the people who have been designated to guide the performance
management in this course of action.
Task 3
Question 1
Area Required corrective action
Time
Average order
processing time
The organization need to adapt to new technologies in
order to reduce the time involved in the processing
Cost
Average cost to process
an order
The average cost can be minimized by decreasing the
involvement of the time which can be achieved by
adaptive nature of the performance management which
can be done by changing the functioning of the process
involved
Quality
Error rate
The preventive measure and crucial care provided to the
actions in order minimize the faults and bring about
effectiveness
Production
Average number of
orders processed per day
The production can be increased by enhancing the
efficiency and involvement of developed mechanism in
a cost effective way in order to attain the desired result.
Question 2
Non-performance has been experienced in the areas of the engagement of the
employees and their participation in the training related session. The number of order

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processed decreased below the level of the 1200 in the month of April and continued to
maintain the status till the month of October where the order processed has encountered an
increase. This has primarily happened the absenteeism was comparatively high between the
month of May till August rising above the slab of 4%.
The failure in the communication can be considered as the factor that had created a
disruption in the performance, as the employees were not communicated about their job and
the expectance of the company from the organizer in terms of their contribution.
The performance indicators are not suitable as they have not been chalked out in a
way to match the expectance of the organization. The organization also lack proper
framework in order to enhance the productivity of the employees.
Question 3
a. In order to improve the performance proper training has to be introduced in order to
attain the advantage out of the newly attained mechanism for the process, the
communication need to established in order to enhance the communication between
the managerial team and the employees, the factors of absenteeism needs to be catered
crucially
b. Performance measures needs to be identified in order to match the objective and the
goals of the organization. The performance measure should align along the job role
and should be communicated to the employees in order to achieve the most benefits
out of it. Such performance measurement should take in concern the departments of
production, delivery and marketing and the care should be invested in a crucial
manner

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c. i. Training is required for the usage of the equipment newly introduced in the system;
training should be conducted department wise in order to ensure the effectiveness of
the program.
ii. Training is required in the areas of communication related activities as well as in
the areas involving newer technologies
iii. The developmental plan should involve proper training, introduction of HR
department and the changes in the leadership that need to be introduced in order to
motivate the employees. The employees can be provided with additional benefits in
order to ensure their participation in the process
Question 4
a. Monitoring team needs to introduce in the organizational scenario along with a
regular auditing team in order to analyze the performance. Continuous evaluation and
the changes in the training process according to the result of the evaluation can bring
about effectiveness in the process.
b. The implementation of the strategy would allow the organization to evaluate and map
the improvement of the organization. It would enhance the productivity of the
organization as well as enhance the participation of the individuals in the process to
provide the organization with a improved structure and productivity

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References
McKenzie, D., 2015. Identifying and spurring high-growth entrepreneurship: Experimental
evidence from a business plan competition. The World Bank.
Haseeb, M., Hussain, H.I., Ślusarczyk, B. and Jermsittiparsert, K., 2019. Industry 4.0: A
solution towards technology challenges of sustainable business performance. Social
Sciences, 8(5), p.154.
Amshoff, B., Dülme, C., Echterfeld, J. and Gausemeier, J., 2015. Business model patterns for
disruptive technologies. International Journal of Innovation Management, 19(03), p.1540002.
Bovée, C.L., Thill, J.V. and Raina, R.L., 2016. Business communication today. Pearson
Education India.
Nickols, F., 2016. Strategy, strategic management, strategic planning and strategic
thinking. Management Journal, 1(1), pp.4-7.
Johnson, G., 2016. Exploring strategy: text and cases. Pearson Education.
Cassidy, A., 2016. A practical guide to information systems strategic planning. Auerbach
Publications.
Lee, D., McGuire, M. and Kim, J.H., 2018. Collaboration, strategic plans, and government
performance: the case of efforts to reduce homelessness. Public Management Review, 20(3),
pp.360-376.
Federo, R. and Saz‐Carranza, A., 2017. Devising strategic plans to improve organizational
performance of intergovernmental organizations. Global Policy, 8(2), pp.202-212.
Wolf, C. and Floyd, S.W., 2017. Strategic planning research: Toward a theory-driven
agenda. Journal of Management, 43(6), pp.1754-1788.

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