Developing a Balanced Scorecard for BBQfun

BBQfun aims to improve its customer service by recruiting online customer services staff at a cost of $30,000. The recruitment will involve training programs to equip the new employees with relevant knowledge and skills. Key performance indicators (KPIs) will be developed based on strategic objectives and organizational goals. The company expects to increase its profile by 20%, improve client satisfaction, and maximize sales. Risks to BBQfun include privacy policy breaches, failure to recruit qualified staff due to intense competition in Australia, and failure to comply with occupational health and safety provisions. To mitigate these risks, the company will review its online presence, operational planning, and marketing strategies.

Management Operational Plan of BBQfun 1
Management Operational Plan of BBQfun
Student’s name
Course
University
Date

Management Operational Plan of BBQfun 2
Management Operational Plan of BBQfun
Summary of the BBQfun Operational Environment
The legislative and regulatory Context
The organization has established its operational environment and policy thus ensure it
remains ethical and accurate regarding sales, advertising, and marketing. It will ensure that all
activities and operations are in tandem with the Australian standards, legislation, and codes of
conducts.1 Without a doubt, the firm intends to use procedures and policies relating to its
marketing materials to enable to comply with the country’s legislations relevant to the
Australian Advertising Standards Bureau and marketing practices. Businesses in Australia
operate under the Australian legislative and regulatory contexts. BBQfun is never exceptional
and it intends to comply with these provisions.
BBQfun anticipate using the policy to ensure its transactions with stakeholders like
employees, tenants and clients are handled transparently, fairly, and in accordance with
Australian legal and organizational laws. The company understands that it is illegal to
discriminate people based on different characteristics like sexuality, trade union activity,
relationship status, sex, parental status, political and religion belief, and gender among other
parameters.
The scope of the BBQfun anti-discrimination policy is to cover its contractors and
employees. It has provided the procedures for implementing the policy in workforce
induction kits. It remains the responsibility of the management, contractors, and employees to
implement the anti-discriminatory policy. The relevant legislation that the company must
comply with including Private Act 1988, Age Discrimination Act of 2004, Anti-
Discrimination Act of 1991, Sex Discrimination Act of 1984, and Disability Discrimination
Act of 1992 among other legislations.2 The workplace relations legislations will allow the
1 Standards Australia, AS ISO 15489.1-2002 Records Management, 2002
2 Ibid.

Management Operational Plan of BBQfun 3
company to treat workers appropriately by offering acceptable wages and conditions. The
Fair Act 2009 covers Australian workplaces. The company understands that the Fair Work
Ombudsman regulates the Fair Work Act. BBQfun provides a minimum wages and
workplace conditions to justify its awards or agreements.
The Australian consumer law also highlights the responsibilities and rights of
consumers. This law prevents misleading and false conduct regarding sales, advertisement,
and product provisions. The Competition and Consumer Act 2010 is a legislation that
regulates the Australian business environment. There are various state protection agencies
mandated to regulate the business activities. As a business entity, BBQfun has to comply with
these consumer laws. The important requirements covered in this law include replacement or
refund, product repairs, cancelling services, and compensating for losses and damages.
BBQfun policies and procedures
The employees will have to follow the procedures laid down by BBQfun. The
customer and sales service personnel must adhere to the detailed written procedures as
provided during the induction process. In most cases, the company expects the employees to
use templates to help them in documenting marketing operations and activities. As new
employees of the company, the company expects these workers to seek the manager’s
approval for various online marketing activities. Importantly, the sales and marketing
representatives should use marketing activities and materials that are relevant to the Privacy
Act.3 For instance, they should desist from using personal images to market the products
without the consent. The online marketing staff should also comply with the legislations on
Do Not Call Register for achieving marketing purposes. This shall violate the rights of
customers. The BBQfun workers will also comply with the policy on anti-discrimination.
3 R Compton, W Morrissey and A Nankervis, Effective Recruitment and Selection Practices, 6th Ed
(Sydney, CCH Australia, 2014), 10.

Management Operational Plan of BBQfun 4
This will ensure that any material used rarely portray an individual or group negatively. Such
conducts are viewed under the law as stereotyping or offensive.
The employees should also understand the significance of conducting their activities
responsibly thus reduce risks to their safety and health. Importantly, it is critical for the
employees to avoid spam campaigns in the company’s e-commerce strategy. This should
involve complying with the Competition and Consumer Act of 2010. The workforce must
thus avoid inducing individuals by sacrificing BBQfun’s interests for their benefits. The
company has also provided procedures regarding the accessing unauthorized information by
employees. Consequently, it has defined strategies and policies to ensure nobody violates
regulations and laws. BBQfun also bars employees from giving misleading and false
information relating to any claims, ethical conducts, and sustainability and environment of
the company. Therefore, they should adhere to the codes and standards of practices
depending on the media.
Role of operational plans
The operational plan is important in achieving the successful implementation of e-
commerce strategy. Since the business depends on technology, the customers and the online
customer representatives. Importantly, the operational plan would allow the company to
deliver its product online, through the internet. This implies the plan addresses the aspects of
distribution, inventory, facilities, production, and maintenance and services. As such, it is
possible to achieve order fulfilment and offer quality customer service.
Organizational Risks
Risk Impact Probability Current controls Future actions
Failure to
review
resourcing and
High Medium  Aligning employee
performance plans
with its business plan
 Conduct industry
benchmark in
organizational

Management Operational Plan of BBQfun 5
operations
based on its
marketing
strategies
and reviews
 Offering managers
incentives to achieve
management policies
 Review appropriate
insurances and
coverage regularly
 Increase awareness of
unethical business
practices and
legislations
performance areas
 Reviewing online
presence and
opportunities
 Review operational
planning and
marketing
 Online sales staff
Inability to train
employees on
marketing
strategies
High Medium
Inability to
identify changes
in market
environment
High Medium
Failure to
employ
experienced
customer
service and
sales staff due
to stiff
competition
High Medium
Contingency Planning
Risk update
Risk Contingency Comments
1. Failure to provide  Management offer Motivated employees maximize

Management Operational Plan of BBQfun 6
incentives to workers financial and non-
financial incentives to
motivate them
 Training workforce to
impart relevant skills
productivity and performance.
This is the only way to
overcome the underperformance
issues
2. Failure to protect the
intellectual property thus
exposing the company to
third-party interference
 Obtain the intellectual
property rights to
maintain the privacy of
the organization and its
customers
 Comply with the privacy
Act by avoiding using
personal images without
written consents
 Review its privacy
policy
The safety of the company’s
transaction and processes must
be guaranteed. Given the current
competitive pressure in the
market, the company must
protect its products and services
by obtaining the IP rights.
3. Failure to comply with
the Australian
occupational health and
safety needs by allowing
workers to operate
without safety clothing
The management should
conduct an industry
benchmarking to improve
organizational
performance
Conduct the marketing of
products and services in a
responsible and safe manner
thus reduce the risk to safety
and health of workers and the
public
E-Commerce Resourcing

Management Operational Plan of BBQfun 7
BBQfun needs expertise and resources to achieve its marketing objectives that focus
on becoming the leading player in online business operations. The company needs to invest
about $30,000 and $100,000 in human and redevelopment resourcing respectively. The
available resources will help the company to hire individuals with relevant skills and
knowledge to boost the firm’s move to invade the online market. BBQfun can increase its
revenues and market share and improve customer satisfaction based on the investments.
Since the company intends to launch an online store, the company will not incur costs on
storage, as customers will be made to pay for product delivery. BBQfun has a non-functional
website thus requires redevelopment to meet the technical specifications. Therefore, the
company requires resourcing to remain relevant to the external and internal standards. The
provided resource planning will make it possible for the company to implement its e-
commerce strategy.4 This involves implementing physical resourcing and human resourcing.
Action Plan
Milestone Date Person Responsible Resources/ Budget
Select the best
company to
redevelop BBQfun
websites
2/2/2014 Procurement
manager
$100,000
Advertise for the
online customer
service and sales rep
2/18/2014 Human Resource
manager
$5,000
Recruit consultant 2/20/2014 HR Manager $10,000
Interviewing
candidates
2/25/2014 Recruiting agency -
Select the candidate 2/28/2014 Recruitment -
4 K Cole, Management: Theory and Practice, 5th Ed (Australia, Pearson, 2012), 19.

Management Operational Plan of BBQfun 8
Consultant
Hiring successful
applicants
3/1/2014 HR Manager -
Physical resourcing
Based on the bid analysis, the best company to redevelop BBQfun’s website is the
Innovative Technologies. The firm’s bid for the redevelopment plan was $90,000. This
company has been selected because it has demonstrated its ability to improve the firm’s
websites. Although Innovative Technologies and Premier Tech had equal maintenance
capacity, payment options, future proofing, the former guarantees quality relating to the
customer usage. Therefore, BBQfun will minimize cost and maximize quality relating to
customer services. This is important for the future of the company because many customers
value quality.
Human Resourcing
Based on the provided budget for human resourcing, the company will manage to
identify the best-qualified staff who can meet its expectation in the market. The recruitment
of online customer services will cost $30,000. This amount will be used as follows:
Activities Costs $
Advertising 5,000
Time 10,000
Consultant recruitment 10,000
Contingency 5,000
Total $30,000
Benefits to BBQfun

Management Operational Plan of BBQfun 9
Resourcing is essential in building the image and reputation for quality customer
service and product. With qualified staff, the company will increase its profile by over 20
percent and improve the satisfaction of clients. Importantly, brand recognition is also critical
for the company’s success. BBQfun will manage to fulfil its distribution and resourcing needs
based on the procedures and policies. This will involve enterprise resource management and
maintenance. Customer service representatives are expected to enhance its marketing
strategies.5 These representatives are experts in advising customers on various products and
services thus maximize sales. These officials must be competent so that they can describe the
use of BBQfun’s products. Apart from product knowledge, customer-focused staff can
inspire confidence, develop rapport, and meet customer needs.
Training programs
The new employees must undergo training programs so that they can understand how
the firm’s operational plans. The move will ensure they develop relevant knowledge and
skills in various areas including monitoring and reviewing performance, planning and
managing resources, and developing operational plans. However, the training program will
involve the use of a facilitator. The facilitator can opt to split or combine training sessions.
Importantly, the company should consider delivering the training programs in three sessions.
Key Performance Indicators
Developing key performance indicators involves different approaches. Interestingly,
various approaches are essential for BBQfun. The most common approaches that the
company can use include leading indicators, bottom-up/operational approach,
top-down/strategic approach, and lagging indicators.
Top-down/strategic approach
5 W Anthony, K Kacmar, and P Perrewe, Human Resources Management: A Strategic Approach, 6th Ed
(Cincinnatti: South Western Educational Publishing, 2010), 23

Management Operational Plan of BBQfun 10
This approach involves the development of targets and related key performance
indicators thus developing KPIs based on the strategic objectives and organizational goals.
The approach begins with the top-level organizational stakeholders. Interestingly, the
organizational objective ensures BBQfun satisfy customer needs. The recruited sales
representatives must answer customer inquiries within the shortest time. The customer
service personnel should understand the firm’s KPIs, critical success factors, key operational
functions, and organizational vision and strategy. The company expects its customer service
personnel to use the least time to respond to the customers’ inquiries online.
Operational Approach
The approach ensures the key performance indicators starts from bottom. The
employee will have to determine the success indicators using the operational activities. For
instance, the management would use consultation to understand the challenges customer
service experiences in resolving inquiries. This will compel the organization to establish KPIs
to deliver training on the issues.
Lagging and leading indicators
The leading indicators focus on the future success of the organization. In most cases,
these indicators use the key drivers of the firm’s success thus drive the business results. For
instance, the company needs to train the online customer service representatives in new
practices and software to facilitate e-commerce strategy.6 On the other hand, lagging
indicators show the past performance, such as the past revenue generated, return on
investment, and costs saved. For example, the $30,000 and $100,000 human and physical
resourcing needed for the human resourcing and redevelopment of BBQfun’s website
respectively are lagging indicators. However, the resources the company will use to train the
6 J Heizer and B. Render, Operations Management, 11th Ed (New Jersey, Prentice Hall, 2013), 16.

Management Operational Plan of BBQfun 11
recruited staff would surmount to leading indicators because the move will improve the
performance of the workers.
Balanced scorecard
Key Result Areas Target Result Comments
Financial $6,000 sales per
month
$4,000 average in 6
months
The minimum target was
supposed to achieve within
six months. The minimum
target set for each worker
should be $12,000 by the
end of sixth month.
Professional
development
Attend 40 hours
training a month
5 training hours The online sales
representatives must
express enthusiasm in their
work. Since their work
revolves around
technology, these
employees should engage
in a continuous training to
acquire new skills relating
to the technology.
Internal business
processes
Complete sales
transactions in
seconds
The delivery of
products should be
achieved in five
hours
The employees need to
understand the working of
system.
Customer satisfaction Score 80 percent Score fifty percent The employees should

Management Operational Plan of BBQfun 12
in customer
satisfaction
index
develop outstanding rapport
and relationship with
customers.
Risks to BBQfun
 Privacy policy risks
BBQfun could be committed to complying with the Privacy Act 1988, but the
employees can undermine this provision by failing to protect customer privacy. The country
is governed by the national privacy principles and related privacy legislations. BBQfun is
expected to apply these rules when handling personal information. A business must be
concerned about customers’ privacy. Therefore, by failing to comply or establish procedures
and policies that assure customers of their protected private information would expose the
company to risks. For instance, the Australian e-commerce model and e-Marketing code of
practices must be respected.
 Failure to recruit experienced and qualified staff because on intense competition in
Australia
 Failure to comply with the occupational health and safety provisions and related legal
requirements
 Failure to revise its resourcing and operations based on marketing strategies
Contingency planning for the identified risks
 The management of BBQfun has to take immediate steps to reduce these risks. For
instance, it has to review privacy policy so that the customers’ personal information
can remain uncompromised. The company will only allow authorized individuals to
use or see personal information found in the innovative widgets.

Management Operational Plan of BBQfun 13
 The company’s management will have to review its online presence and identify e-
commerce opportunities to overcome stiff competition.
 BBQfun should also review its operational and marketing planning to allow it meet
the expectations in the market.
 Introduce industry benchmarking is different areas relating to organizational
performance. The move will help the company to reduce its shortfalls in various areas
of concern, especially marketing.
Operational Plan
Objectives Performance measures Tasks
 Use market
research and
promotion to
engage
customers
 Customer surveys
 Identify marketing
opportunities reports
 Marketing research
 Evaluate marketing data
thus identify marketing
opportunities
 Conduct customer
satisfaction surveys
quarterly
 Build reputation
for quality
customer
services and
products
 Delivery times
 Brand recognition
percentage through
periodic surveys
 Customer
complaints
 Returned items
 Positive views of
customers
 Regular contacts with
stakeholders
 Audit supply quality
 Maintenance of systems
like ERM, CRM, and
Point-of-Sale
 Support  Anti-discrimination  Regular coaching

Management Operational Plan of BBQfun 14
stakeholders
through
performance
management and
training
complaints
 Number of injuries
 Absentees
 Coaching sessions
 Operational training
programs
 Management engagement
with stakeholders
 Strategic goals guiding the
induction programs
 Employee incentives
 Research effectiveness
 Minimize direct
and indirect
operational costs
 Financial statements
and ledger accounts
 Expense target
 Incentives
 Inventory management to
reduce risks and
overstocking
 Budget restraints in
managing projects
 Managing engagement
with workers
 New distribution
possibilities like e-
commerce
 Research potentials
 Increase sales
revenues
 Financial statements
and general ledger
accounts
 Sales training for workers
 Marketing campaigns

Management Operational Plan of BBQfun 15
References
Anthony, W, K Kacmar, and P Perrewe. Human Resources Management: A Strategic
Approach, Sixth Ed. Cincinnatti: South Western Educational Publishing, 2010.
Cole, K. 2012, Management: Theory and Practice, fifth Ed. Australia, Pearson.
Compton, R., W Morrissey and A Nankervis. Effective Recruitment and Selection Practices,
6th Ed. Sydney, CCH Australia, 2014.
Heizer, J. and B Render. Operations Management, 11th Ed. New Jersey, Prentice Hall, 2013.
Standards Australia. AS ISO 15489.1-2002 Records Management, 2002.