CRN Assessment Type and Name: Manage Operational Plan BSBMGT517 - Written Case Study, Project, Presentation, and Other Assessments

The provided data relates to an operational plan assessment for the subject BSBMGT517. The assessment requires students to develop an operational plan for a restaurant called Restaurant@CIT. The goal is to transform the restaurant into a more casual dining place, introducing a new menu and hiring additional staff. The plan needs to be completed before the opening, which is set for the first week in February. The assessment consists of two parts: Part A involves developing the operational plan, while Part B focuses on managing performance after the opening.  

Assessment Coversheet
Student Name CIT Number
Competency Title, Code and
Banner Code
CRN
Manage operational plan BSBMGT517
CRN
Assessment Type ☐ Written ☐ Case Study ☐ Project ☐ Presentation ☐ Other
Assessment Name ASSESSMENT TASK 1: DEVELOP OPERATIONAL PLAN
Assessment Date
Student Statement: This assessment is my own work. Any ideas and comments made by other people have been acknowledged. I understand that by emailing or submitting
this assessment electronically, I agree to this statement.
Student Signature Date
PRIVACY DISCLAIMER: CIT is collecting your personal information for assessment purposes. The information will only be used in accordance with the CIT Privacy Policy.
Assessor Feedback
 Student provided with feedback
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Attempt 1 ☐ Satisfactory ☐ Not Yet Satisfactory Date / /
Attempt 2 ☐ Satisfactory ☐ Not Yet Satisfactory Date / /
Assessor Name Assessor Signature
Note to Assessor: Please record any reasonable adjustment that has occurred for this assessment.
Instructions to Assessor
Work, Health and Safety: A work health and safety check of the assessment environment is to be conducted prior to the assessment and any hazards addressed appropriately.
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Information for Students: You may have two (2) attempts for this assessment.
 If your first attempt is not successful, your teacher will discuss your results with you and will arrange a second attempt.
 If your second attempt is not successful, you will be required to re-enrol in this unit.
Only one re-assessment attempt will be granted for each assessment item.
Time Allowed: 10 weeks
Materials Provided: Operational plan template, eLearn resources including Didasko resource.
Assessment Range and Conditions: This assessment is open book, you will need to research resources and ideas to complete your operational plan.
There will be some time available during class time to work on this assessment, but it will need to be completed outside of class time as well.
Although there will be brainstorming sessions during class time, all of the submitted assessement must be your own work.
Assessment Criteria: To achieve a Satisfactory result, your assessor will be looking for your ability to demonstrate the key skills/tasks/knowledge
detailed in the Assessment Task to industry standard.
 Research, analyse and document resource requirements
 Develop an operational plan
 Consult with personnel, colleagues and specialist resource managers
 Develop consultation processes
 Include key performance indicators in the plan
 Develop contingency plans
Assessment Task Instructions for Students
This assessment requires you to plan, acquire resources for and monitor an operational plan.
You will need to complete all sections of this assessment, and answer all the questions.
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Background Information
This assessment is based on the Restaurant@CIT, you can observe the equipment and resources currently on hand in kitchen 5.
This years business goal is to change the style of service in the restaurant to a more casual dining restaurant, including changing
the menu, employing additional staff and marketing the new café.
The business is usually open Tuesday to Friday lunch, and would like to get more market share from the office workers on
constitution avenue, who are looking for a more casual, quick lunch. The chairs within the restaurant can be kept, but new
tables will need to be purchased, along with hiring new staff members to meet the increased lunch service. A different style of
service means a new menu with different meals that are quicker to serve. The new menu will need to be printed, and research
any new kitchen equipment required for the new menu.
Two new team members need to be hired, both need to have barista training as the business wants to be able to offer good
quality coffee.
These changes are needed to be made over the Christmas shut down period; with the restaurant opening ready for the first
week in February.
There are TWO parts to this assessment;
PART A: Develop an Operational Plan - pre opening (before opening)
There are 7 stages with in Part 1. Work through the using stages using the questions provided and use the templates provided
to ensure that you complete all of the required information.
PART B: Manage performance – post opening (after opening)
There is one stage within PART B. Use the space provided to complete this stage.
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Stage 1 – Identify operational plan tasks
Q1. Using the information provided in the background, complete initial details in Section 1:Overview of the operational plan.
OPERATIONAL PLAN
Learner name: ___________________________________CIT number:____________________
Here you wil start planning how you are going to achieve the operational plan’s goals. Complete the details in the Section 1
overview, it can be updated as you move through the operational plan.
Section 1: Overview
Operational
plan number:
12221 Commencement date: 22th January 2019
Department(s
) affected:
Restaurant
Hospitality
Planned completion
date:
7th February
Project
coordinator:
Project
manager
Contact details: Please fill
Summary of
plan goals
The
operational
goal of the
restaurant
is to
provide
quality
service to
its
customers
by
Version number: 2334
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facilitating
a more
casual
dining
restaurant
including
changes in
the menu,
introducing
a new
cafeteria
and by
employing
additional
staffs to
offer
smooth and
quality
service to
the
customers.
Q2. Identify the strategies and actions or activities required to achieve your planned goal. Complete the Strategy, actions/
activities columns in the operational plan.
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Strategy Actions/Activities Work plan no.
Timelines
No. days Completion
date
To enhance customer
service
1. Recruitment of new staffs
2. Providing Training
To the new staffs
3. Making the staffs trained with handling the
new equipment that are introduced in the
restaurant.
4. Training the staffs on how to handle with
customers in the restaurant and understand
their taste.
5. Training the staffs on preparing the new
menus that will be included in the restaurant
menu.
6. Teaching the staffs, the basic etiquettes while
handling customers with care
1 5 1 Feb
To provide quality food
within short period of
time
1. Contact food service providers.
2. Make them aware of the type of food usually
demanded by the customers
3. Hire quality food tester
4. Buying of equipment like espresso machine,
salamander broilers
5. Implementing the new equipment
6. Training the staffs for making food items
quickly using the new equipment
2 13 4th Feb
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Strategy Actions/Activities Work plan no.
Timelines
No. days Completion
date
Marketing the new cafe Develop menu and flyers:
1. Designing the menu
2. Designing the flyers
3. Getting quotes from printers
4. Getting approval
5. Printing menu and flyers
Advertisement:
1. Designing social media page
2. Distribution of flyers
3. Promotion
4. Pull up banners outside the restaurant
5. Encourage teachers and students to recommend
people through word of mouth
3 18 7th Feb
Q3. At this point in the planning process, who do you need to consult about physical resource requirements needed for your
operational plan? Why should they be consulted and what method(s) could you use to consult with them? Fill in the following
table:
Who Why Method(s)
Finance Officer Discuss budgets and financial situation
of the restaurant. Review purchasing
processes.
Face to face meeting
Human resources In order to meet the increased customer
services, human resources such as
employees trained with restaurant
Face to face
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hospitality management is needed
Food quality tester Food quality is an important aspect for
satisfying customers in a restaurant and
thus an experienced food quality tester
is needed to ensure the food quality of
the restaurant.
Face to face
Food service
providers
Food service providers are an integral
part of any successful restaurant plan.
Food service providers deliver food
directly to your restaurant, so selecting a
company that can provide the proper
options for your business is crucial for
profitability.
Telephonic communication, face to face
Project manager Project Manager is responsible for
developing and managing technology
projects and their cost, time and scope.
Responsibilities include: project plan,
communication plan, allocating tasks
and setting milestone
Face to face, video conference call, email chat
Q4. Using the activities you have listed in your plan, Identify the physical resources required to undertake and complete each
activity in the plan. Complete the resources required column in Section 2: Activities of your plan.
Who Why Method(s)
Finance Officer Discuss budgets and financial situation
of the restaurant. Review purchaseing
processes.
Face to face meeting
Human resources In order to meet the increased customer
services, human resources such as
employees trained with restaurant
hospitality management is needed
Face to face
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Food quality tester Food quality is an important aspect for
satisfying customers in a restaurant and
thus an experienced food quality tester
is needed to ensure the food quality of
the restaurant.
Face to face
Food service
providers
Food service providers are an integral
part of any successful restaurant plan.
Food service providers deliver food
directly to your restaurant, so selecting a
company that can provide the proper
options for your business is crucial for
profitability.
Telephonic communication, face to face
Project manager Project Manager is responsible for
developing and managing technology
projects and their cost, time and scope.
Responsibilities include: project plan,
communication plan, allocating tasks
and setting milestone
Face to face, video conference call, email chat
Q5. Research potential suppliers of the required physical resources you have nominated. You will need this for Assessment task
2. Make notes here (for example; Businesses names, locations, contact details , resources required, website addresses)
Potential suppliers of the requirements:
Business name Location Contact details Resources required Website address
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Sodexo Australia Sodexo National
Support Centre, Level 8
607 St Kilda Road,
Melbourne VIC 3004
Food service provider Allfoodbusiness.com
Intertek Australia 12 Exell Street
Banksmeadow
Sydney, New South
Wales 2019
Food quality tester www.intertek.com
Q6. Research timelines for delivery and installation. You will need this for Assessment task 2. Make notes here (for example;
details of the delievery such as time frames and location and how it will be installed and when)
Delivery and installation of the resources:
Resources Location Time frame Installation method
Self service equipment Australia 5days All self-service equipment will be bought
online from All food equipment site and as
soon as they arrive they will be installed
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High quality espresso machine Australia 5days will be bought online from All food
equipment site and as soon as they arrive
they will be installed
Salamander broilers Australia 3days will be bought online from All food
equipment site and as soon as they arrive
they will be installed
Human resource such as
internal employees and service
providers
Australia 20 days All new employees that will be hired for
different posts will be given basic training
for providing hospitality to the customers
and to serve food quickly on demand.
Q7. Identify the human resources needed to undertake and complete each activity in the plan. Human resources can include
internal employees and external contractors or service providers.
Add the human resource requirements to the resources required column for each activity.
Human resource planning process:
Who Why Method(s)
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Project manager Project Manager is responsible for developing
and managing technology projects and their
cost, time and scope. Responsibilities include:
project plan, communication plan, allocating
tasks and setting milestone
Face to face, video conference call, email chat
Food service providers Food service providers are an integral part of
any successful restaurant plan. Food service
providers deliver food directly to your
restaurant, so selecting a company that can
provide the proper options for your business is
crucial for profitability. Popular food service
providers, such as Sodexo, can be found online,
or additional resources can be accessed through
Allfoodbusiness.com.
Telephonic communication, face to face
Food quality tester Food quality is an important aspect for
satisfying customers in a restaurant and thus an
experienced food quality tester is needed to
ensure the food quality of the restaurant.
Face to face
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Human resources In order to meet the increased customer services,
human resources such as employees trained with
restaurant hospitality management is needed
Face to face
Finance Officer Discuss budgets and financial situation of the
restaurant. Review purchasing processes.
Face to face meeting
Q8. At this point in the planning process, who do you need to consult about human resource requirements? Who can suggest
resources, provide additional information about those you have already identified, or outline how or where they can be
acquired? Why should they be consulted and what method(s) could you use to consult with them?
Who Why Method(s)
Finance Officer Discuss budgets and
financial situation of the
restaurant. Review
purchaseing processes.
Face to face meeting
Project manager Project Manager is
responsible for developing
and managing technology
Face to face, video conference call, email chat
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projects and their cost, time
and scope. Responsibilities
include: project plan,
communication plan,
allocating tasks and setting
milestone
Human resources In order to meet the
increased customer services,
human resources such as
employees trained with
restaurant hospitality
management is needed
Face to face
Food quality tester Food quality is an important
aspect for satisfying
customers in a restaurant
and thus an experienced food
quality tester is needed to
ensure the food quality of the
restaurant.
Face to face
Food service providers Food service providers are
an integral part of any
successful restaurant plan.
Food service providers
deliver food directly to your
restaurant, so selecting a
company that can provide the
proper options for your
business is crucial for
profitability.
Telephonic communication, face to face
Q9. Considering that all of the restaurant changes need to be made by February 7th, develop a flow chart or Gantt chart that
shows all activities in the operational plan. Clearly identify the critical path. Identify the number of days allocated for each
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activity on the chart. Insert a copy of your flow or Gantt chart here.
ID Outline
Number
Task
Mode
Task Name Duration Start Finish Predecessors Resource Names
0 0 GNATT CHART 41 days Wed
26-12-18
Wed
20-02-19
1 1 Project initiation 2 days Wed 26-12-18Thu 27-12-18
2 1.1 Meeting with restaurant
owner
1 day Wed
26-12-18
Wed
26-12-18
3 1.2 Meeting with finance
offi cer
1 day Thu
27-12-18
Thu
27-12-18
2
4 2 Project planning 4 days Fri 28-12-18 Wed 02-01-19
5 2.1 Planning out
requirements needed
for the project
1 day Fri 28-12-18 Fri 28-12-18 3
6 2.2 Consulting with food
service providers
1 day Mon
31-12-18
Mon
31-12-18
5
7 2.3 Hiring quality tester 2 days Tue
01-01-19
Wed
02-01-19
6
8 3 Project development 8 days Thu
03-01-19
Mon
14-01-19
9 3.1 Buying new tables 1 day Thu 03-01-19Thu 03-01-197
10 3.2 Renovating the
restaurant for a new
cafeteria
5 days Fri 04-01-19 Thu
10-01-19
9
11 3.3 Recruiting and training
staffs with the
hospitality management
2 days Fri 11-01-19 Mon
14-01-19
10
12 4 Marketing the new cafe 18 days Tue 15-01-19Thu 07-02-19
13 4.1 Designing of menu 2 days Tue 15-01-19Wed 16-01-1911
14 4.2 Designing of flyers 3 days Thu 17-01-19Mon 21-01-1913
15 4.3 Getting quotes from
printers
1 day Tue
22-01-19
Tue
22-01-19
14
16 4.4 Getting proper approval 1 day Wed 23-01-19Wed 23-01-1915
17 4.5 Printing of menu and
flyers
1 day Thu
24-01-19
Thu
24-01-19
16
18 4.6 Advertisement by
Printing menu and flyers
2 days Fri 25-01-19 Mon
28-01-19
17
19 4.7 Distribution of flyers 1 day Tue 29-01-19Tue 29-01-1918
20 4.8 Promotion of the
restaurant
2 days Tue
29-01-19
Wed
30-01-19
18
21 4.9 Pulling up banners
outside the restaurant
1 day Thu
31-01-19
Thu
31-01-19
18,19,20
22 4.10 Encourage teachers and
students to recommend
people through word of
mouth
2 days Fri 01-02-19 Mon
04-02-19
21
23 4.11 Making of necessary
changes
2 days Tue
05-02-19
Wed
06-02-19
22
24 4.12 Review over the changes 1 day Thu 07-02-19Thu 07-02-1923
25 5 Closure 9 days Fri 08-02-19 Wed
20-02-19
26 5.1 Developing and
documentation
7 days Fri 08-02-19 Mon
18-02-19
24
27 5.2 Signing off the team
members
2 days Tue
19-02-19
Wed
20-02-19
26
28 5.3 End Project 0 days Wed 20-02-19Wed 20-02-1927
20-02
20-02
S T T S M W F S T T S M W F S T T S M W F S T T S M W F S T T S M
17 Dec '18 24 Dec '18 31 Dec '18 07 Jan '19 14 Jan '19 21 Jan '19 28 Jan '19 04 Feb '19 11 Feb '19 18 Feb '19 25 Feb '19
(Figure 1: The Gantt chart for the Project)
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(Source: Created by author)
Q10. Update Section2: Activities of your operational plan to show the number of days calculated and anticipated completion
dates for each activity.
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Q11.
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Strategy Actions/Activities Work plan
no. Resources required
Timelines
No. days Completion
date
To enhance
customer service
1. Recruitment of new
staffs
2. Providing Training
To the new staffs
3. Making the staffs trained
with handling the new
equipment that are
introduced in the restaurant.
4.Training the staffs on
how to handle with
customers in the restaurant
and understand their taste.
5.Training the staffs on
preparing the new menus
that will be included in
the restaurant menu.
6. Teaching the staffs, the
basic etiquetes while
handling customers with
care
1 CIT induction manuals, Human
Resources Manager etc
8 4 Feb
To provide quality
food within short
period of time
1. 1. Contact food
service providers.
2. Make them aware of
the type of food
usually demanded
by the customers
3. Hire quality food
tester
4. Buying of
equipments like
espresso machine,
salamander broilers
5. Implementing the
new equipments
6. Training the staffs
for making food
items quickly using
the new equipments
2
Food service providers, Food
tester
1 28 Feb

Develop key performance indicators for each of the activities in the plan. They must be written using the SMART
technique.Determine what data sources will be used to measure the KPI’s and how they will be monitored.
Update all columns under the Performance measurement heading of Section 3: performance and risk management of your
operational plan.
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Strategy Action/Activity Performance measurement Risk management
Transfer strategies and
action/activities from Section 2:
Activities
KPI Data sources Monitoring
method
Identified
risks
Risk
level
Cont.
plan no.
To
enhance
customer
service
1. Recruitment
of new staffs
2. Providing
Training
To the new
staffs
3. Making the
staffs trained
with handling
the new
equipment that
are introduced
in the
restaurant.
4.Training the
staffs on how
to handle with
customers in
the restaurant
and understand
their taste.
5.Training the
staffs on
preparing
the new
menus that
will be
included in
the
restaurant
menu.
6. Teaching
the staffs,
the basic
etiquetes
while
handling
customers
To increase
customer
satisfaction
by 20%
before the 30
July.
Customer
feedback
forms.
Staff
feedback
Increase in
sales
Reports
such as
sales and
customer
feedback
repots
Staff
skill
levels
and
attitudes
.
moder
ate
1

Q12. Choose one activity
within the operational plan
and identify at least TWO
potential risks which could
impair or disrupt the
implementation or completion of
the activity. Use the risk priority
chart in your resource to
determine the risk level.
Update the Risk management
columns in Section 3:
Performance and risk
management.
Major risk identified: The
major risk that is identified with the
planned operation with the
new restaurant cum cafeteria is
increase in the price of the foods
served.
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Strategy Action/Activity Performance measurement Risk management
Transfer strategies and
action/activities from Section 2:
Activities
KPI Data sources Monitoring
method
Identified
risks
Risk
level
Cont.
plan no.
To
enhance
customer
service
1. Recruitment
of new staffs
2. Providing
Training
To the new
staffs
3. Making the
staffs trained
with handling
the new
equipment that
are introduced
in the
restaurant.
4.Training the
staffs on how
to handle with
customers in
the restaurant
and understand
their taste.
5.Training the
staffs on
preparing
the new
menus that
will be
included in
the
restaurant
menu.
6. Teaching
the staffs,
the basic
etiquetes
while
handling
customers
To increase
customer
satisfaction
by 20%
before the 30
July.
Customer
feedback
forms.
Staff
feedback
Increase in
sales
Reports
such as
sales and
customer
feedback
repots
Staff
skill
levels
and
attitudes
.
moder
ate
1

Q13. Develop a contingency plan for ONE of the risks you have identified. Complete the contingency plan table you will find
after the operational plan.
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Contingency plan Contingency plan number:
Operational plan /
project name
Restaurant Hospitality Management
Risk Increase in the price of the food
Impact rating (1 - 6) 4
Consequences of risk
occurring
Unlike grocers and food stores restaurants are more likely to invest more specially on the labours so it may
cause the rise of the new food items that are being added in the new menu. This may lead to lowering in the
customer demand and will affect the marketing of the new proposed restaurant cum cafeteria.
Contingency plan
trigger
As new quick to serve items are incorporated within the new menu, so it may automatically trigger the rise in
the price of the food items offered by the restaurant cum cafeteria.
Person responsible for
action Project manager, Food service providers, Finance Officer
Planning actions
(actions taken prior to
implementation of
operational plan)
It is required to look into the price of the food items so that they are reasonable to offer and also the quality of
the food items should also be seen so that the price payable by the customers is satisfactory with respect to the
food they are served.
Incident corrective
actions
(actions taken when
trigger point achieved
and contingency plan
activated)
In case if the trigger point is reached then immediate action must be taken to identify the cause for such trigger
and the price of the items should be decreased so that the business does not suffer from loss.
Timeframe for
implementation
5days
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Contingency plan Contingency plan number:
Resources required Project manager, Food service providers, Finance Officer
Indicator of
completion
Target achieved by attracting more number of satisfied customers.
Alternative suppliers
Name: Please fill Price quoted: $70000 AUD
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