Managing Operational Environment: A Case Study of BBQfun Initiative

The organization’s inclusion of quality regulations with respect to recording and documentation further demonstrates the importance of implementing regular monitoring and record keeping operations of existing as well as new operations and company activities.

Running head: MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
Name of the Student:
Name of the University:
Author note:

1MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
Assessment Task 1: Develop an Operational Plan
Summary of Operational Environment
a) As observed from the scenario information, BBQfun Initiative’s (BI) operational
environment and workplace functioning are largely regulated via key state and federal
level legal policies and procedures, mainly the: Privacy Act 1988, Queensland Anti-
Discrimination 1991, Fair Work Act 2001 and AS ISO 15489:2002 for the purpose of
compliance with Records Management. The prevalence of such governmental legislations
within the organization’s foundational objectives and principles largely demonstrate the
need to formulate and implement tan operational plan and related activities which are
non-discriminatory and respectful to the rights and responsibilities of all employees –
including those belonging to minority populations – irrespective of their age, gender,
ethnicity, race and religion. The organization’s inclusion of quality regulations with
respect to recording and documentation further demonstrates the importance of
implementing regular monitoring and record keeping operations of existing as well as
new operations and company activities.
b) Upon close examination of the BI’s scenario information, it is evident that the
organization prioritizes specific functions and activities for their daily operations. These
include: biennial group discussions and regular monitoring of employee performance.
The organization also necessitates provision of training assistance for underperformers,
informal as well as formal documentation performance documentation and
encouragement of direct employee participation in the organizational decision-making
activities. Thus, to ensure success as well as organizational compliance to the newly

2MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
developed operational plan, there is a need to ensure inclusion of all the above
foundational policies and procedures within the same.
c) An operational plan is the name given to a detailed, elaborate and extensive framework
on the key strategies, objectives and goals an organization has to achieve and implement
collective for the purpose of fulfilling overall organizational success in general and
specific performance targets in particular. At present it can be observed that BI wishes to
implement a novel e-commerce strategy with respect to the developing an online store for
deliverance and availability of all its outdoor lifestyle products. With this respect,
development of an operational plan would prove to be beneficial in terms of determining
office reconfiguration requirements, staff education and training as well as specifications
of company technical changes.
d) While BI’s current operational plan demonstrates commendable comprehensiveness and
competitive advantage, there is a need to incorporate further improvements in terms of
social media and promotional campaigns, employee feedback and debriefing sessions,
employee participation via team creation, creation of customer profile and feedback
mechanism and development of customer loyalty programs. Thus, for the purpose of
implementation of the above identified operational actions, the existing operational plan
will be redeveloped to include customer centered, employee centered and
transformational leadership methods as key guiding models of operational goals, plans
and activities.
Consultation Role Play
Sales and Marketing Manager: One of the major human resources required for
implementation of a successful e-commerce strategy with an online store, as discussed in the role

3MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
plan, are staff skilled in sales, marketing and customer management. This is because for the
purpose of promoting as well as development of an effective online e-commerce website, there is
a need to establish positive customer relationships online. Additionally, mechanism need to be in
place for the purpose of handling emergency customer complaints and concerns, possible
product returns as well as redressing of customer concerns. There is also need to keep customer
notified on organizational offers and promotions with the help of customer profile and customer
relationship management databases. Lastly, staff skills pertaining to obtaining customer feedback
is required with respect to feedback surveys or interviews. Thus, not only is there a need to
recruit or training existing customers on online marketing and communication strategies but also
for the purpose of using customer centered interactive skills to acquire feedback as well as
promote organizational offers. Additionally, there may be a need to recruit or train staff on
acquiring information technology skills for the purpose of handling online customer databases,
product orders, and invoice or product indentation software. Further, drivers, warehouse
employees as well as interior designing related skills may need to be outsourced, acquired or
trained for the purpose of product delivery, product warehouse management and reconfiguration
of existing office spaces.
Technology Consultant: In addition to the above human resource requirements, there is
also a need to incorporate changes in terms of physical or technological resources. In terms of
technology, software need to installed or incorporated with respect to online customer profiles,
customer relationship and detail database, online feedback forms and survey data calculation,
online inventory management, daily product and resource record keeping procedures as well as
social media and promotional platforms. Additionally, to ensure timely delivery of optimum
quality products, physical resources in the form of forklifts, warehouses, delivery wagons,

4MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
packaging materials and customer feedback helpdesks or workstations are required, in terms of
the new operational plan and organizational strategy.

Running head: MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
Action Plan
With respect to the above role play discussions, the following Action plan has been arrived at:
Appendix A: Action Plan Template
Milestone (Action/Objective) Date Person Responsible Budget or Resources
Physical Resourcing:
1. To procure transport
equipment of adequate
quality and quantity for
the purpose of timely
product delivery.
2. To procure cargo
equipment of adequate
quality and quantity for
the purpose of product
lifting and placement
across warehouses.
3. To procure packaging
materials of adequate
quality and quantity for
the purpose of
deliverance of
undamaged products
and product quality
retention.
4. To procure warehouse
facilities with adequate
space for the purpose
of product storage and
1st January to February, 2014 Information Technology (IT)
professionals, drivers,
warehouse personnel, human
resource department, sales and
marketing management,
quality control supervisor,
operations manager.
Forklifts, warehouses, delivery
trucks or wagons, telephones,
computers, internet
connection, product packaging
materials, software for
inventory management,
customer databases, social
media handles.
Estimated Budget: $ 861, 000

1MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
inventory management.
5. To procure
telecommunications
equipment for the
purpose of customer
relationship, feedback
and complaint
management.
6. To produce informatics
and information
technology pertaining
to inventory
management,
spreadsheet, record
keeping, customer
profile, customer
feedback, social media
and customer
relationship database
software
Human Resourcing:
1. To recruit six
additional drivers and
four additional
warehouse workers for
the purpose of product
management as well as
timely product
delivery.
2. To outsource or recruit
interior designers and
1st December 2013 to 1st
January 2014.
Human resource management,
sales and marketing
department, quality control
supervisor, operations
manager, organizational
manager,
BI Recruitment and induction
policy and procedures,
Performance management
policy and procedures and
Principles of coaching
underperforming employees.
IT, Sales and Marketing
personnel and human resource
department for training and
educating existing employees.
Allocated Budget: $1,680,000

2MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
IT personnel for the
purpose of office
reconfiguration and
software installment
and management.
3. To train 8 existing staff
for the purpose of
enhancing skills
associated with
customer services,
sales, marketing and
promotion.
Timelines and Milestones:
1. Enhancement of
organizational profile
and client satisfaction
performance by 20%
and 25%
2. To reduce number of
injuries, complaints and
lost injury management
time by 0 and 2
respectively.
3. To achieve revenue and
profits of $ 11 million
and $ 1, 792, 286
respectively.
4. To expenses and cost
of goods targets of $ 5,
004, 714 and $ 5, 890,
000 respectively.
1st February to March, 2014 Human resources department,
Quality control Department,
Sales and Marketing
department, IT department,
operations manager,
Organizational management
and administration.
BI Recruitment and induction
policy and procedures,
Performance management
policy and procedures and
Principles of coaching
underperforming employees.
IT, Sales and Marketing
personnel and human resource
department for training and
educating existing employees,
Social media handle, customer
feedback surveys and
interviews, employee feedback
and group discussion
documental reports.
Allocated Budget: $1,680,000

3MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
5. To complete all tasks
with respect to
employee coaching,
training, recruitment,
performance plan
implementation, market
research, customer
feedback surveys and
complaints redressing.
Consultation and
Communication:
1. To communicate and
educate existing staff
on the purpose and
implementation of the
organization’s new e-
commerce strategy.
2. To communicate and
educate employees on
the components of the
new operations plan.
3. To communicate and
educate employees on
the organizational
targets, goals and
actions on the basis of
the newly developed
operations plan.
4. To train and educate
existing employees on
required skills of sales,
1st November – December
2013
Human resources department,
Quality control Department,
Sales and Marketing
department, IT department,
operations manager,
Organizational management
and administration.
BI Recruitment and induction
policy and procedures,
Performance management
policy and procedures and
Principles of coaching
underperforming employees.
IT, Sales and Marketing
personnel and human resource
department for training and
educating existing employees,
Social media handle, customer
feedback surveys and
interviews, employee feedback
and group discussion
documental reports.
Allocated Budget: $1,680,000

4MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
marketing, promotion
and customer
relationship
management.

Running head: MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
Performance Indicator and Balance Scorecard
Thus, based on the above, the following key performance indicators (KPI), Key result areas (KRAs) and results have been
formulated for planning and goal achievement of the BI’s new operational plan:
Appendix B: Balanced Scorecard
KRA (Key Result Area) Target KPI (Key Performance
Indicators)
Result
Physical Resources and
Infrastructure
 To procure spacious
delivery wagons.
 To procure spacious
warehouses with
compartments and
inventory management
section.
 To procure
telecommunication and
social media hardware
 Number of delivery
wagons
 Number of warehouses
 Establishment of
telecommunication,
social media and
customer database
hardware and software.
 Number of forklifts.
 Outsourcing of
 Procurement of 6
delivery wagons, 2
warehouses and 3
forklifts.
 Establishing contacts
with companies
delivering packaging
services and resources.
 Prevalence of online
product and customer

1MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
and software for
customer management,
sales, marketing and
promotion.
 To procure product
packaging systems.
 To procure cargo lifting
equipment.
packaging materials
and services.
management software
across all computers of
sales and marketing
department by 1st of
February 2014.
Human Resources  To recruit new
personnel in terms of
drivers and warehouse
employees.
 To train existing staff
on sales and customer
management skills.
 To outsource IT and
interior designing
 Number of drivers
 Number of
warehousing
employees
 Number of existing
employees skilled in
sales and customer
management.
 Prevalence of online
 Recruitment of 6
drivers
 Recruitment of 4
warehouse
management personnel.
 Recruitment of 8
existing staff skilled in
sales and customer
relationship

2MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
services for software
management, office
reconfiguration and
training.
customer and product
management software.
 Office interiors and
infrastructures.
management.
 Prevalence of online
product and customer
management software
across all computers of
sales and marketing
department by 1st of
February 2014.
 Reconfigured office
interiors with 24/7
customer feedback
helpdesk and employee
grievance/feedback
section by 1st of
February 2014.
Timelines and Milestones  To improve
organizational revenues
 Organizational  Increments in
organizational profile

3MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
and profits.
 To improve
organizational expenses
and COGS rates.
 To improve customer
satisfaction and
organizational profile
rates.
 To complete all market
research and customer
feedback surveys.
revenues and profiles
 Expense and COGS
rates
 Client satisfaction
scores
 Organizational profile
scores
 Time of completing all
market research and
customer feedback
surveys.
and client satisfaction
performance by 20%
and 25%.
 Achievement of
revenue and profits of $
11 million and $ 1, 792,
286 respectively
 Achievement of
expenses and cost of
goods targets of $ 5,
004, 714 and $ 5, 890,
000 respectively.
 Completion of all
market research and
customer feedback
surveys by the 1st of

4MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
January 2014.
Consultations and
Communications
 To improve employee
participation in training
programs and
employee satisfaction.
 To reduce workplace
hazards and injuries
 Training program
attendance
 Employee feedback
survey
 Number of absentees
 Number of injuries
 Number of anti-
discrimination
complaints
 Number of training
sessions completed
 Number of operational
training programs
completed
 Employee attendance
of at least 85% in all
training programs.
 Positive feedback
scores of above 70% as
per survey.
 0 number of absentees,
injuries, anti-
discrimination
complaints.
 Lost time frequency
rate of 2.
 Completion of at least
2 training sessions and

5MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
 Lost time injury
frequency rate
2 operational plan
training programs by
each employee.

Running head: MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
Risks and Contingency Plan
Appendix C: Risk and Contingency Plan
Risk Contingency Comments
High level of risk associated with
underperformance of employees as a
result of poor sales and customer
management skills, communication skills
and loss of motivation due to
unpredictable changes, misperceptions of
sales being a threat to online security and
poor customer behavior.
 Recruiting employees in a training
or educational program for the
purpose of teaching employees
skills concerning interpersonal
communication, customer
relationship management,
marketing and sales and social
media management.
 Establishment of employee
grievance and counselor center
where employees can shared their
concerns and receive assistance for
the same.
 Establishment of weekly
Lack of employee training as well as
prevalence of misperceptions is a high
risk to organizational success and
successful implementation of the e-
commerce strategy since they are likely to
result in poor management of customer
complaints and reduced product sales
resulting in negative customer feedback,
loss of customer loyalty and
organizational losses.

1MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
debriefing and group discussion
sessions where employee feedback
will be obtained concerning their
opinions and limitations.
 Timely implementation of
employee performance assessment
as per BI’s Performance
management policy and
procedures.
Intellectual property (IP) implies a set of
intangible set of properties and resources
reflective of organizational and individual
copyrights, talents or creativity. The risk
of IP breaches increases with respect to
management of online websites or
databases. Since a part of BI’s e-
commerce strategy demonstrates its first
 Outsourcing or recruitment of IT
professionals for maintenance of
online websites as well as teaching
staff on safe and secure
management of online customer
databases and personal
information.
 Establishment of restricted or
Inadequate security or unauthorized
access can result in uncontrolled security
breaches which in turn can result in
leakage of customer data as well as
violation of website developers’
copyrights. This in turn, can hinder long
term relationships with customers as well

2MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
experience in entering the market of
online shopping and websites there is a
medium level of risk of poor online
security and breaching of IP information.
authorized access as well as
encryption protocols to prevent
breaches to organizational
security, customer privacy and
developers’ copyrights.
 Timely quality and process audits
to monitor online safety and
website traffic.
as outsourcing partners.
Management of e-commerce operations
require large hours of sedentary work
which in turn demonstrates risk of
ergonomic injuries and violation of WHS
2011 legislations. Additionally, lack of
management of the same can result in loss
of employee performance due to
ergonomic injuries and postural defects.
Timely implementation of WHS hazard
and risk assessment procedures.
Development of standing workstations or
organizational regulations on maintaining
limiting sitting hours.
Educating staff on the need to take timely
intervals of walking.
Establishment of WHS team with WHS
Lack of WHS risk assessments can result
in employee injuries which in turn can
result in violation of WHS and Duty of
Care regulations, need for organizational
compensation and overall loss of financial
resources and employee performance.
Thus timely risk assessments and
compliance to WHS regulations are

3MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
duty holders and leaders.
Arrangement of employee wellness
strategies such as collaboration with yoga
centers, occupational specialists and
physiotherapists, provision of gym
memberships and fitness centers.
required.

Running head: MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
Proposal
a) The following proposal will provide an extensive and elaborate discussion on the key
physical, human, communication and timeline resources required for the purpose of
successful operational implementation of BI’s current attempts to establish a successful
online delivery and e-commerce strategy. This paper will also briefly highlight the
estimated costs and budget of the organization which may be required for fulfilment of
the proposed operational plan as well as the potential benefits which the organization is
predicted to incur as a result of the same.
b) To ensure successful establishment of an e-commerce, the given operational plan
proposes novel implementation of strategies and resource procurement, with respect to
four key performance area, namely: physical resources, human resources, estimated
timelines and communication methods. For the purpose of ensuring storage, timely
delivery and safe transportation of products ordered online, there is a need to procure
physical resources forklifts, storage warehouses as well as establishment of contacts with
product packaging manufacturers and packers. Additional physical resources required
include software pertaining to customer and product databases as well as
telecommunication facilities for ensuring continuous management of customer orders,
complaints and return requests. The key human resources which are required in
conjunction with the above, include, the recruitment of divers as well a warehouse
employees for the purpose of adequate management, record keeping as well as timely
delivery of goods delivered online. Due to current status of overstaffing, existing tenured
employees will be trained on sales and marketing skills for the purpose of appropriate

1MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
customer management. There is also a need to either recruit or outsource IT and interior
designing services for establishment of safe and secure websites and databases as well as
interior reconfiguration. To ensure success and leave room for management of issues and
problems, it is proposed that the above resources and strategies are implemented latest by
the 1st of January, 2014. To ensure employee awareness and management of employee
complaints, each staff will be educated on the proposed operations plan, the importance
of an e-commerce strategy and the ways in which they will be trained and assisted for
collective achievement of organizational objectives.
c) It is estimated that procurement of proposed resources will cost approximately $861,000
while procurement of estimated human resources will cost approximately $1,680,000.
d) At present, with increasing developments in globalization and communications
technology, organizations are increasingly expected and seeking to implement customer
centered services to ensure positive customer feedback as well as enhance competitive
advantage. The age of internet and social media has now made lives easier which is why,
customers increasingly want to avail essential services within their fingertips. With this
respect, development of an e-commerce strategy will not only grant BI competitive
advantage but will also ensure positive customer feedback in terms of feedback.
Additionally, the proposed e-commerce strategy is also beneficial with respect to
enhancing the skills of existing customers on interpersonal communication,
organizational promotions, social media account handling and positive customer
relationship management.
e) The key performance indicators have been assessed in the operations plan and will be
revised based on results obtained from multiple evaluation tools like market research,

2MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
competitor analysis, customer and employee feedbacks, current financial resources,
proposed physical and human resources as well as administrative data and process
analytical tools such as draft budget calculations, profit index estimations and training
costs.
f) If not implemented, the organization is at risk of acquiring losses and loss of customer
loyalty considering the sheer number of current industries acquiring e-commerce
platforms. Additionally, the convenience of online service and product availability are
undeniable. Inclusion of online services and products are likely to enhance customer
convenience and overall pave the way for higher customer ratings, positive feedback and
profits. Thus, it is likely that lack of such change implementation will result in loss of
competitive advantage as against rivals.
g) The key risks associated with this plan are: risk of poor quality sales and customer
services, risk of IP or online security breaches and risk of WHS violations. To prevent the
same, the required contingency plan strategies include: recruiting employees in sales and
marketing training, inclusion of group discussions and grievance portals, implementation
of encryption or restricted access policies and incorporation of risk management
protocols.
h) The key sources of information which were used for development of this operational plan
and proposed interventions were: organizational administrative data such as budget and
profit index, current revenue and skillset of staff, customer and employee feedback
surveys, market research reports, organizational policy and procedure evaluation,
availability of resource suppliers and product retailers, financial projections and current
IT services used within the organization.

3MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
i) Thus to conclude, this operational plan proposes a range of resources and services which
can be used for the successful implementation of an e-commerce strategy as well as
associated risks, benefits and contingency strategies. If implemented in a timely manner,
then BI will be able to establish a successful e-commerce and online product website will
significant financial profits, returns, revenues as well as positive employee and customer
satisfaction.
Proposal Role Play
The above proposed operations plan will be presented in the form of a role play to
assessors, the management as well as staff, via deliverance of the following transcript points:
a) To ensure successful establishment of an e-commerce, the given operational plan
proposes novel implementation of strategies and resource procurement, with respect to
four key performance area, namely: physical resources, human resources, estimated
timelines and communication methods. For the purpose of ensuring storage, timely
delivery and safe transportation of products ordered online, there is a need to procure
physical resources forklifts, storage warehouses as well as establishment of contacts with
product packaging manufacturers and packers. Additional physical resources required
include software pertaining to customer and product databases as well as
telecommunication facilities for ensuring continuous management of customer orders,
complaints and return requests. The key human resources which are required in
conjunction with the above, include, the recruitment of divers as well a warehouse
employees for the purpose of adequate management, record keeping as well as timely
delivery of goods delivered online. Due to current status of overstaffing, existing tenured
employees will be trained on sales and marketing skills for the purpose of appropriate

4MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
customer management. There is also a need to either recruit or outsource IT and interior
designing services for establishment of safe and secure websites and databases as well as
interior reconfiguration. To ensure success and leave room for management of issues and
problems, it is proposed that the above resources and strategies are implemented latest by
the 1st of January, 2014. To ensure employee awareness and management of employee
complaints, each staff will be educated on the proposed operations plan, the importance
of an e-commerce strategy and the ways in which they will be trained and assisted for
collective achievement of organizational objectives.
b) It is estimated that procurement of proposed resources will cost approximately $861,000
while procurement of estimated human resources will cost approximately $1,680,000.
However, there is a need for continuous financial as well as performance monitoring so
as to evaluate progresses, deterioration and any additional financial needs.
c) At present, with increasing developments in globalization and communications
technology, organizations are increasingly expected and seeking to implement customer
centered services to ensure positive customer feedback as well as enhance competitive
advantage. The age of internet and social media has now made lives easier which is why,
customers increasingly want to avail essential services within their fingertips. With this
respect, development of an e-commerce strategy will not only grant BI competitive
advantage but will also ensure positive customer feedback in terms of feedback.
Additionally, the proposed e-commerce strategy is also beneficial with respect to
enhancing the skills of existing customers on interpersonal communication,
organizational promotions, social media account handling and positive customer
relationship management.

5MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
d) If not implemented, the organization is at risk of acquiring losses and loss of customer
loyalty considering the sheer number of current industries acquiring e-commerce
platforms. Additionally, the convenience of online service and product availability are
undeniable. Inclusion of online services and products are likely to enhance customer
convenience and overall pave the way for higher customer ratings, positive feedback and
profits. Thus, it is likely that lack of such change implementation will result in loss of
competitive advantage as against rivals.
e) The key risks associated with this plan are: risk of poor quality sales and customer
services, risk of IP or online security breaches and risk of WHS violations. To prevent the
same, the required contingency plan strategies include: recruiting employees in sales and
marketing training, inclusion of group discussions and grievance portals, implementation
of encryption or restricted access policies and incorporation of risk management
protocols.
f) The key sources of information which were used for development of this operational plan
and proposed interventions were: organizational administrative data such as budget and
profit index, current revenue and skillset of staff, customer and employee feedback
surveys, market research reports, organizational policy and procedure evaluation,
availability of resource suppliers and product retailers, financial projections and current
IT services used within the organization.
Assessment Task 2: Plan and manage resource acquisition
Plan and Implement Physical Resourcing
a) The key physical resources which were considered for the operations plan were:
warehouses, forklifts, delivery wagons, product packaging systems, and software

6MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
associated with customer databases, customer relationship management, customer
profiles, product inventory, record keeping procedures and survey result evaluation tools.
b) Firstly for the purpose of acquiring adequate packaging to ensure product protection and
quality retention, a survey will be conducted following which packaging manufacturers’,
packers and packaging distributors will be contacted. This will then be followed by
contacting courier services for availing delivery trucks. Further contacts will be acquired
with regards to warehouses in the locality as well as vehicle and automobile based
equipment suppliers for the purpose of acquiring product storage space and fork lifts. IT
services and suppliers will be conducted to acquire require software for customer and
product database management as well telecommunications hardware such as telephones.
c) Intellectual property or IP implies a range of intangible resources with respect to human
talent, creativity, copyrights, personal information or software patents, protocols or
algorithms. Security beaches can result in leakage of customer as well as developers’
information resulting in loss of customer as well as third party or outsourcing loyalty.
Thus to prevent the same, there is a need to establish IT safeguards like CCTVs,
restricted or authorized access to databases an encryption of personal data such as those
of customers or website developers.
Plan and Implement Human Resourcing
a) The key human resources proposed for recruiting as a part of the operations plan include:
warehouse personnel, drivers, and IT personnel, interior designers, packing personnel and
training staff with respect to gaining skills of sales, marketing, customer communication
and WHS risk assessment.

7MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
b) Since the organization is already overstaffed, tenured employees will be trained for
improving skills on sales, marketing and customer communication. Courier services will
be contacted for recruiting warehouse personnel and drivers. IT, packing and interior
designing services will be contacted for outsourcing services like software installation,
security maintenance, office interior reconfiguration and packing of products to be
delivered.
c) Current as well as existing staff will be educated concerning IP and security maintenance
as well as the fact that breaching of confidential information will call for heavy penalty
and legal implications. To ensure security, all manually documented data will be stored in
locked cabinets with only restricted access to a tenured group of personnel. To ensure
online database security, stringent security frameworks with respect to authorized access,
data encryption and antivirus installation will be implemented.
Part D: Appendix D: Interview Planning Template
Planning Aspect Description Time
Type of Interview Open ended interview Scheduled for 15 to
maximum 30 minutes.
Interviewees will be
requested to report within
office hours.
Objectives  To recruit a delivery
executive and driver
of considerable
capability with respect
to timely delivery of
products as well as
customer
communication skills
during critical issues.
 To recruit a
warehouse employee
of considerable
capability with respect
to inventory record
keeping and product
maintenance skills.
Approach and Style An open ended interview
style will be used. A person-

8MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
centered approach will be
used where interviewees will
be allotted a session to share
their personal views,
preferences as well as an
introductory session
regarding themselves.
Schedule 1. An introductory
session will be
conducted first where
interviewees will
introduce themselves.
2. The interview session
will commence
comprising of the
given questions.
3. The final session will
comprise of a group
discussion where
interviewees will be
asked to discuss
regarding their
preferences,
expectations as well
as ideas on a given
issue on current
affairs and issues.
Topics and Questions For delivery executive and
drivers:
 Introduce
yourself/previous
work experiences.
 Why choose this
organization?
 How long do you see
yourself working
here?
 What are your future
plans, goals and
objectives?
 Where do you see
yourself in the next 5
year?
 What is your idea of a
problematic
customer?

9MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
 How would you
handle a problematic
customer?
For warehouse personnel:
 Introduce
yourself/previous
work experiences.
 Why choose this
organization?
 How long do you see
yourself working
here?
 What are your future
plans, goals and
objectives?
 Where do you see
yourself in the next 5
year?
 What is your idea of
inventory
management?
 How would you
handle an emergency
delivery or product
shortage?
Part E: Appendix 5: Assessment and evaluation template
Potential candidates will be recruited based on the following criteria:
Candidate: Driver/Delivery Executive/Warehouse Personnel
Question Ideal Answer Number of Possible
Points
Score
Why choose this
organization?
Answers related to
personal growth, self-
learning, personal
improvement
Maximum 5 Maximum 4/5
How long do you see
yourself working
here?
A minimum of one
year to demonstrate
loyalty
Maximum 5 Maximum 4/5
What are your future
plans, goals and
objectives?
Based on continuous
self-reflection,
mindfulness and
Maximum 5 Maximum 4/5

10MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
personal
improvement, self-
learning
Where do you see
yourself in the next 5
year?
Based on continuous
self-reflection,
mindfulness and
personal
improvement, self-
learning
Maximum 5 Maximum 4/5
What is your idea of
a problematic
customer? / What is
your idea of
inventory
management?
Issues due to product
delay or damage,
impolite customer/
First In, First Out
practices.
Maximum 5 Maximum 4/5
How would you
handle a problematic
customer? / How
would you handle an
emergency delivery
or product shortage?
Person centered
practices, apologetic
behavior to
customers, active
listening, contact
product suppliers and
couriers
Maximum 5 Maximum 4/5
Total: Maximum: 24/30 points
Recommendations: Interviewees scoring between 20 to 23 points will be recruited with
inclusion in training and educational plans based on previous experiences.

Running head: MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
Assessment Task 3: Monitor and Review Operational Performance
Appendix 6: Monitoring Performance
Milestone
(Action/Objective)
Date Person Responsible Budget or Resources
Budgetary, Financial
Performance, Milestone
Achievement and Dates:
 Enhancement of
organizational profile
and client satisfaction
performance by 20%
and 25%
 To reduce number of
injuries, complaints and
lost injury management
1st February to March, 2014 Human resources
department, Quality control
Department, Sales and
Marketing department, IT
department, operations
manager, Organizational
management and
administration.
BI Recruitment and
induction policy and
procedures, Performance
management policy and
procedures and Principles of
coaching underperforming
employees. IT, Sales and
Marketing personnel and
human resource department for
training and educating existing
employees, Social media
handle, customer feedback

1MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
time by 0 and 2
respectively.
 To achieve revenue and
profits of $ 11 million
and $ 1, 792, 286
respectively.
 To achieve expenses
and cost of goods
targets of $ 5, 004, 714
and $ 5, 890, 000
respectively.
 To complete all tasks
with respect to
employee coaching,
training, recruitment,
performance plan
surveys and interviews,
employee feedback and group
discussion documental reports.
Allocated Budget:
$1,680,000

2MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
implementation, market
research, customer
feedback surveys and
complaints redressing.
Employee Performance,
Regular Performance
Management and
Productivity Performance:
 To communicate and
educate existing staff
on the purpose and
implementation of the
organization’s new e-
commerce strategy.
 To communicate and
educate employees on
1st November –
December 2013
Human resources
department, Quality control
Department, Sales and
Marketing department, IT
department, operations
manager, Organizational
management and
administration.
BI Recruitment and
induction policy and
procedures, Performance
management policy and
procedures and Principles of
coaching underperforming
employees. IT, Sales and
Marketing personnel and
human resource department for
training and educating existing
employees, Social media
handle, customer feedback
surveys and interviews,

3MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
the components of the
new operations plan.
 To communicate and
educate employees on
the organizational
targets, goals and
actions on the basis of
the newly developed
operations plan.
 To train and educate
existing employees on
required skills of sales,
marketing, promotion
and customer
relationship
management.
employee feedback and group
discussion documental reports.
Allocated Budget:
$1,680,000

4MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
 To ensure employees
participate and
complete at least 2 sets
each of operations as
well as coaching plan
sessions.
 To ensure each
employee demonstrates
a minimum attendance
level of 80% for each
session.
 Employees scoring
more than 70 to 80% in
final feedback and
assessment session will
be certified as

5MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
‘good/excellent
performers’.
Progress Reporting:
 To provide quarterly
administrative
documents with respect
to quarterly revenues,
profits, losses,
employee turnover and
recruitment rates.
 To provide quarterly
employee information
with respect to
quarterly training
session results,
recruitment rates and
quarterly scores of
1st April to May, 2014 Operations General Manager BI Recruitment and induction
policy and procedures,
Performance management
policy and procedures and
Principles of coaching
underperforming employees.
IT, Sales and Marketing
personnel and human resource
department for training and
educating existing employees,
Social media handle, customer
feedback surveys and
interviews, employee feedback
and group discussion

6MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
employee and customer
feedback as well as
market research
reports.
documental reports.
Allocated Budget: $1,680,000

Running head: MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
Appendix 7: Employee Underperformance Plan: Contingency Plan
Risk Contingency and Remedial Actions Comments
Areas of employee underperformance:
High level of risk associated with
underperformance of employees as a
result of poor sales and customer
management skills, communication skills
and loss of motivation due to
unpredictable changes, misperceptions of
sales being a threat to online security and
poor customer behavior.
 Recruiting employees in a training
or educational program for the
purpose of teaching employees
skills concerning interpersonal
communication, customer
relationship management,
marketing and sales and social
media management.
 Establishment of employee
grievance and counselor center
where employees can shared their
concerns and receive assistance for
the same.
 Establishment of weekly
Lack of employee training as well as
prevalence of misperceptions is a high
risk to organizational success and
successful implementation of the e-
commerce strategy since they are likely to
result in poor management of customer
complaints and reduced product sales
resulting in negative customer feedback,
loss of customer loyalty and
organizational losses.

1MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
debriefing and group discussion
sessions where employee feedback
will be obtained concerning their
opinions and limitations.
 Timely implementation of
employee performance assessment
as per BI’s Performance
management policy and
procedures.

Running head: MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE

1MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
Coaching Plan Template based Role play
Appendix 8: Performance management plan template
Name/Position: Coach/Trainer Manager: Review
Period:
January to
March
2014
Reference from
Operational Plan
Key Result Area Indicator of Success By
When
Status
Report
 To
communicate
and educate
existing staff
on the purpose
and
implementation
of the
organization’s
new e-
commerce
strategy.
 To
communicate
and educate
employees on
the
components of
the new
operations
plan.
 To
communicate
and educate
employees on
the
organizational
targets, goals
and actions on
the basis of the
newly
developed
operations
plan.
 To train and
 Employee
attendanc
e
 Final
feedback
and
session
scores
 Number
of
Training
sessions
completed
 To ensure
employees
participate and
complete at
least 2 sets
each of
operations as
well as
coaching plan
sessions.
 To ensure each
employee
demonstrates a
minimum
attendance
level of 80%
for each
session.
 Employees
scoring more
than 70 to 80%
in final
feedback and
assessment
session will be
certified as
‘good/excellent
performers’.
1st
March
2014
To
commence
from 1st
January,
2014

2MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
educate
existing
employees on
required skills
of sales,
marketing,
promotion and
customer
relationship
management.
 To ensure
employees
participate and
complete at
least 2 sets
each of
operations as
well as
coaching plan
sessions.
 To ensure each
employee
demonstrates a
minimum
attendance
level of 80%
for each
session.
 Employees
scoring more
than 70 to 80%
in final
feedback and
assessment
session will be
certified as
‘good/excellent
performers’.
Manager’s Comments: Ensure taking
debriefing sessions
Date:
Signature:
Staff Comments: Ensure feedback and
group discussion sessions.
Date
Signature:

3MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE

4MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
Appendix 9: Coaching Plan Template based Role play
Employee:
Coach Manager:
Date of Session:
Questions
Goal  Are you aware of the organization’s
goals?
 What are your personal goals for
personal improvement?
Reality  Why is this issue impacting you?
 What do you feel are the reasons for
your negative emotions, distress or
underperformance?
Options  The organization has protocols in
place to assist you – would be
interested to avail them?
 What are your personal alternatives or
approaches to managing your current
issue?
 Any risks of constraints?
Will  What are your perceived barriers and
ways to overcome them?
 What are your personal goals of
achieving the same?
 Any alternatives to manage crisis
situations?
Operational Status Report
Appendix 10: Operational Plan Status
Key Performance
Indicators
Current Status Recommendations
Budgetary and Financial
Performance (To achieve
revenue and profits of $ 11
million and $ 1, 792, 286
respectively)
Current Revenue: $ 5 million
Profits: $ 50, 000
Conduct process analysis and
revise budget allocation
procedures
Productivity Performance
(All staff with 80%
attendance and completion of
two sets of training sessions)
Current Status: Maximum
70% attendance and only
50% employees completing
all sessions
Improve current employee
coaching sessions and
conduct timely and robust
employee feedback and
review sessions.

5MANAGEMENT OF OPERATIONAL PLANS: BBQfun INITIATIVE
Milestone Achievement and
Target Performance (To
achieve expenses and cost of
goods targets of $ 5, 004, 714
and $ 5, 890, 000 respectively
by the first quarter)
Current status: expenses and
COGS targets worth $ 4, 000,
000 and $ 3, 50, 000
respectively
Re-conduct market research,
identify competitor status and
customer preferences via
feedback survey and review
operations accordingly