Analyzing Business Models and Strategies

This assignment delves into the concept of business models, focusing on their evolution and the influence of service science on innovation. It requires students to critically analyze various business models, highlighting key features and design considerations. Case studies are central to the assessment, demanding an in-depth understanding of how businesses implement these models in practice.

Running head: OPERATIONAL PLAN
Operational Plan
Name of the Student:
Name of the University:
Author’s Note:

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OPERATIONAL PLAN
Table of Contents
Assignment Task 1..........................................................................................................................3
Legislative and Regulatory Context............................................................................................3
Policies and Procedures related to Operational Plan...................................................................3
Role of Operational Plan.............................................................................................................3
Development of Operational Plan...............................................................................................4
Resource Requirements...............................................................................................................4
Human Resources discussions.....................................................................................................4
Human Resource Requirements..................................................................................................5
Action Plan for E-commerce Development.................................................................................5
Performance Indicators of the Business......................................................................................7
Balanced Scorecard of e-commerce Strategy..............................................................................7
Contingency Plan.........................................................................................................................7
Proposal to the Operational Manager..........................................................................................9
Assignment Task 2........................................................................................................................11
Intellectual Property...................................................................................................................13
Human Resource Planning........................................................................................................14
Assignment 3.................................................................................................................................19
Planning for Monitoring Performance.......................................................................................19
Budgetary and Financial Performance.......................................................................................21

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OPERATIONAL PLAN
Productive Performance.................................................................................................................22
Employee performance in line with performance management policy.....................................23
Dates for Monitoring Activities.................................................................................................24
Resources available Monitoring................................................................................................24
Progress Reporting.....................................................................................................................24
Online Staff’s Performance Management.................................................................................25
Employee’s Underperformance Plan.........................................................................................25
Coaching of Underperformed Employees.................................................................................27
Operational Plan Analysis.........................................................................................................29
Reference.......................................................................................................................................35

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OPERATIONAL PLAN
Assignment Task 1
Legislative and Regulatory Context
The assignment deals with the with the business of BBQ Fun which is engage business of
manufacturing products. The business offers its products to the customer through stores.
However, the business is currently planning to develop an e-commerce system which can
facilitate the management to increase the sales of the product. The company should consider the
legal and regulatory framework of cyber security before proceeding towards development of e-
commerce website (Hillary, 2017). The privacy of customer’s data and protecting their interest is
a vital part of the legislative and regulatory context related to the company.
Policies and Procedures related to Operational Plan
The policies and procedures of BBQ Fun aims at implementing such process with the e-
commerce facility that it helps the overall business and provides simplicity. The policies which
can be implemented along with operational plan of the business might relate to better delivery
services to the customers, online feedback services to the customers, refund policies in case of
any mistakes on the part of the company.
Role of Operational Plan
The role of operational plan is very much significant in any business as it is guide as to
what the business goals are and how the management is taking decisions which can take the
management closers to the goals of the company (Chadwick, 2013). In case of BBQ Fun, the
implementation of the e-commerce facility will require that the operational plan is effective and
can support all the activities and processes of the e-commerce facilities. In addition to this the
operational plan makes it clear what the management has to do and also helps in supervision of
the activities of the business. The operational plan of the business will also be containing plans

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OPERATIONAL PLAN
as to when the e-commerce facilities can be introduced and developed and how can the other
activities of the business assist the implementation of the e-commerce plan of the management
(Olhager, 2013).
Development of Operational Plan
The management should develop a new operational plan as the management is changing
the sales structure of the business and therefore the old operational plan may not be that much
effective in nature (Manzini, Accorsi & Bortolini, 2014). The e-commerce strategy is a new
development for the business therefore the management of the company will be requiring all the
assistance it can get to set up the e-commerce facility and moreover, other activities of the
business will have to be planned in such a way that it helps the e-commerce sales system.
Resource Requirements
The implementation of the e-commerce facility will be requiring both physical and
human resources. The human resources requirements of the business consist of employees who
will be responsible for the implementation and handling on a regular basis of the e-commerce
system. Moreover, the other personnel who will be involved in the development of e-commerce
system are CEO, CFO, operational general manager, sales manager. The physical resource
requirements of the company will be comprising of system of computer, delivery trucks,
forklifts, software installation (Maglio & Spohrer, 2013). The resources are to be utilized for the
implementation of the e-commerce facility and also to ensure that the all such factors assist in the
online sales activity of the business and increase the overall sales of the business (Bharadwaj et
al., 2013).

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OPERATIONAL PLAN
Human Resources discussions
The discussions which are to be made with the sales manager is regarding the human
resources requirements in the business. The employees which will be required in the e-commerce
team of the company will need to have the necessary skills and ability to handle online
operations. The role of the sales manager will be important as he will be guiding the employees
and also recruiting potential employees in the interview rounds (Van Der Aalst, La Rosa &
Santoro, 2016).
Human Resource Requirements
The human resource requirements of the business relate to the requirements of assets like
delivery trucks, forklifts, system software. These are necessary in order to ensure that the
operations of the business relating to e-commerce is running smoothly (Stone & Stone, 2013).
The sales order which are received by the businesses needs to be transported to the customers
and the management uses delivery trucks for such purposes. The operational manager need to
ensure that such requirements of the company are fulfilled.
Action Plan for E-commerce Development
Milestone: Action and/or objective
(to achieve strategic aims of physical or
human resourcing)
Date Person
responsibl
e
Budget or
resources
(where applicable)
Approval of E-commerce project 10th
January
2018
Manager
responsible
for the
project
Documents,
presentation,
Charts and plans
along with
PowerPoint
Presentations.

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OPERATIONAL PLAN
Development of Plan 20th
February
Departmental
organisers
Planning Charts
and basic
requirement details
as were approved.
Incorporation of E-commerce Functionality
in the website of the company
15th April Online sales
and
operations
manager and
technical
staff.
Designing of the
Website tools and
systems developers
kit.
Promotion of E-commerce Facilities
available
5th May Marketing
and Sales
team
Marketing
Manager and use
of different kinds
of promotional
tools.
Launching of Website with E-commerce
Facilities
28th
August
Technical
and
Information
Technology
Team
Websites IP, login
ID, General
Settings,
Configurations.
Project is Completed and Successfully
Implemented
1st
October
Senior
Managers
and Top
Various
Documents and
Project Reviews.

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OPERATIONAL PLAN
level of
Management
Performance Indicators of the Business
The key performance indicators which are related with the implementation of the e-
commerce strategy is that the overall sales of the company will be increasing, there will a cost
benefits which will be associated with the project and the overall operational efficiency of the
company will drastically improve (Yin et al., 2016).
Balanced Scorecard of e-commerce Strategy
KRA (key
result area)
Target KPI (key
performance
indicator)
Result
Financial Increase in profitability from the
e-commerce strategy of the
organization
Cost-Benefit Increase in profit
Sales Increment in the annual sales of
the business
Sales Turnover High sales revenue
Human
Resource
Training of the staff for getting
skilled workers
Competent Staff System is operated
successfully

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OPERATIONAL PLAN
Contingency Plan
Contingency Plan
Company name: BBQ fun
Name of person developing the plan:
Who was consulted as part of this plan?
Name Position
Risk identified:
Unsystematic Operations due to employee underperformance
Strategies/activities to minimise the risk By when By whom
The risk can be minimized by initiating proper
training and development of skills and ability to
handle e-commerce website
After
planning
Stage
Manager.

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OPERATIONAL PLAN
Contingency Plan
Company name: BBQ fun
Name of person developing the plan:
Who was consulted as part of this plan?
Name Position
Risk identified:
Risk of copying of intellectual property
Strategies/activities to minimise the risk By when By whom
The risks which are associated with intellectual
property of BBQ Fun being copied by third party
can be stopped by taking legal rights of the
property,
Before
Planning
Stage
Top level
managem
ent

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OPERATIONAL PLAN
Contingency Plan
Company name: BBQ fun
Name of person developing the plan:
Who was consulted as part of this plan?
Name Position
Risk identified:
Risk related to health of employees
Strategies/activities to minimise the risk By when By whom
The risk that during the work process employee
can get injured or severely hurt can be
prevented by keeping safety equipment and
safe working environment.
Before
Planning
Stage
Top level
managem
ent
Proposal to the Operational Manager
The various proposal which can be provided to the operational managers are given below in the
form of points:
1. The physical resources which will be required by the management will consist of
infrastructure, 6 delivery trucks, forklifts, additional warehouses workers, 8 new
employees for sales team and 6 drivers for delivery trucks.
2. The cost which will be required by the management can be segregated into three parts
which are initial investments, additional expenses and costs related to operations.

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OPERATIONAL PLAN
3. The benefits associated with e-commerce facilities are increase in sales revenue, more
profits for the company, better quality of services provided.
4. The KPI can be generated by effective training of the employees, effective operational
plan implementation and resource requirements which are necessary for smooth running
of the business.
5. The risks which are associated with the e-commerce strategy are underperformance of
employees, risks associated with intellectual property and risks related to health of
employees and other risks as well.

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Assignment Task 2
As per the case study provided in the assignment, BBQ Fun is in the process of
expanding its business by incorporating an e-commerce facility in its website. This will help the
business in improving the overall sales of the company and lead to development of the business
of BBQ Fun. As per the budget, the physical resources which the business will be requiring
consists of 6 trucks which is necessary for smooth distribution process of the products
manufactured by BBQ Fun. In addition to this the company will also be requiring four forklifts
for the business. The company also has a capital requirement which is of five million dollars for
effective and efficient running of the operations of the company. There are various sources
where the company can acquire the required physical resources of the company. Some of the
options which is available to the company is given below along with the benefits and limitations
which are associated with choosing the source:
Resourcing Option Benefits Limitations
Phurchasing from open
market
The basic advantage which is
associated with purchasing
the resources from open
market is that the company
has a lot of options available
to it and a range of prices is
also available from where the
company can choose the most
appropriate choice (Lee, Noh
& Kim, 2013).
The limitation which the
company faces while
selecting this method is that
the market prices of the
equipment in most cases are
considerably high and there
are also risks which are
associated with open market
purchases.

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OPERATIONAL PLAN
Second hand Purchases The main benefit of this
method of purchasing is that
the cost of acquiring
resources are quite low as the
products are used and not
entirely new (Hamari,
Sjöklint & Ukkonen, 2016).
In comparison with new
purchased resources, second
hand products are low on
cost.
The limitation which is
associated with this method
of acquiring resources is that
the resources such as
equipment and machinery can
be outdated or defective.
Tender The main advantage of using
this method of purchasing is
that the company gets a wide
range of offers for the tender
and then the company can
choose the most competitive
and suitable price.
The disadvantage which is
associated with this method is
the complexity of the entire
process associated with the
method.
The above table shows the various options which the management has for purchasing the
physical resources which are required as per the requirement of the company. As per the decision
of the management of BBQ Fun will be purchasing the physical resources of the company from
open market. It is the requirement of the management that new physicals products should be

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OPERATIONAL PLAN
purchased as such will have more useful life than the second-hand ones. Assets like trucks and
forklifts would be constantly used in the market and therefore new model is the requirement of
the company which will not be available in case of second-hand purchase. Another objective of
the business for purchasing the product from open market is that the company wants to establish
relation or a friendly tie up with the supplier so that in future requirements of physical resources
the company and supplier can again do business. In this way the company will be able to get
some bargaining power and also in some cases discounts in case of future transactions.
As for the purchase of inventory and stocks the company can use Bid tender method
where the company needs to appoint an auctioneer who will be conducting the proceedings of
auction process. The first order of the business is to invite all potential suppliers of the raw
materials for the auction. The suppliers will be bidding for the contract of suppling raw materials
to the company. The auction process will start with a base price which is decided by the
management of the company after analysing the market for the product. The auction for the
contract will begin at the base price as set by the management and this price will be gradually
increasing by the offers made by the suppliers until the price reaches a saturation point and the
contract will be given to the highest bidder. In this way the company acquire physical resources
necessary for effective functioning of the business.
Intellectual Property
The term intellectual property of any business refers to the intangible assets of any
company which includes goodwill, patents, copyright and trademarks (Bently & Sherman, 2014).
Risk management of intellectual property covers areas where adverse effects which are caused
on an asset’s useful life is minimized. In case of every company which has intellectual property
is also subjected to certain risks which are there in the business. The acquisition of intellectual

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OPERATIONAL PLAN
property depends on the nature of the business. One of the risks which is faced by the business in
relation to intellectual property is that there is a threat of same intellectual property being
developed by a third party. Then there is the risk that the intellectual property which includes
trade secrets can be leaked to outside party by employees. In case the company is using an
intellectual property which the company has taken on lease from third party, there is a risk that
the property might get damaged when being used by an employee who does not know how to use
the property. In addition to this an intellectual property always faces the risks of cases which can
be filed against the company as intellectual property violations (Williams, 2013). The measures
which the business can adopt so that the business does not face the risks or minimize the risks are
discussed below in details:
1. One of the measures which can be incorporated in the contract of intellectual property
that the company cannot use intellectual property of any third party without the prior
consent of the same.
2. The company can protect any leakages of vital information to third party from happening
by ensuring that every employee of the company signs a confidentiality contract
according to which the employee will not be disclosing any information or trade secrets
to any third party even if the employee is out of the service of the company.
3. The company needs to have the legal rights of ownership of the intellectual property so
that no third party is able to copy the intellectual property of the company (Waelde et al.,
2013).
Human Resource Planning
For the purpose of meeting the needs of the business in terms of workforce requirements, Human
resource planning model is followed. A human resource planning model includes aspects such as

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OPERATIONAL PLAN
job description, competency of the employees and also is useful for helping the business
understand how it can retain employees (Armstrong & Taylor, 2014). The case study of BBQ
Fun provides that the company is trying to expand its scale of operations by moving into online
e-commerce services where the products of the company can be sold. The main motive of the
management of the company is to ensure that the sales of the company increases with the
implementation of e-commerce facilities in the website. The forecasted demand of the employees
along with the forecasted supply of employees can be revealed with the human resource planning
model.
The plan of the management is to expand the operations of the business and incorporate
an e-commerce facility which can increase the overall sales of the company. As per the
operational developed by the company, the business will be requiring online sales and customer
service employees who would have necessary skills as to handle the e-commerce facility and
also the knowledge to handle any situation which arises. Another requirement for the human
resources is in the department of delivery services as the business will be requiring drivers and
also dour warehouse workers (Bratton & Gold, 2017).
As per the plan of the management, the company is going to advertise the vacancies for
the new employees who will be working in the e-commerce team of the company. The main
purpose of such an advertisement is to attract potential employees for the designation. The
management will then be conducting an interview round on the basis of which employee will be
selected. The basis for selection of employee is highest degree qualification of the employee,
skills of the employees in handling software, computers and also problem- solving ability of the
employees. In addition to this, the management of the company requires the newly recruited
employees to be enthusiastic, taking initiates, proper communication skills and if there is any

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OPERATIONAL PLAN
prior experience then such will always be a plus point. The selection of the employee will be
done by the managers of the company on the basis of judgements on above criteria.
The IP requirements which are to be incorporated in the policies of the company so that
any case of leakages of trade information or profession’s secrets cannot be misplaced. The
company can protect any leakages of vital information to third party from happening by ensuring
that every employee of the company signs a confidentiality contract according to which the
employee will not be disclosing any information or trade secrets to any third party even if the
employee is out of the service of the company (Storey, 2014). In addition to this the management
of the company needs to enforce a law that anyone who will be breaking the terms of the contract
where leakages of any information or trade secrets are prohibited., against which legal actions
will be taken.
The interview of the company is conducted to understand the knowledge level, problem-
solving ability and communication skills of an employee. There is a interview template given
below which is prepared by the management:
Interview planning for the candidate of online service department
Planning aspect Description Time
1. Type of
interview
Selection Interview
2. Objectives  To ascertain whether the candidate has basic
knowledge of the online websites and how to handle
the same.
 To recruit an individual who has the ability to face
every situation head on and tackle the problems of
the company.

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OPERATIONAL PLAN
3. Approach
and style
The management will be adopting a conversational
approach so that the communication skills of the candidate
can be judged
4. Schedule
1. Establish rapport with the employee
2. Set agenda of the business.
3. Collect information about applicant.
4. Discuss job and company thoroughly.
5. Invite applicant’s questions.
5 mins
10 mins
5 mins
10 mins
5 mins
5. Topics and
questions
● Previous work experience in specific job functions.
● Previous training and education.
● Hints of career plans and interests.
● Explanation of the job and company benefits.
Page.
Interview planning for the candidate of online service department

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OPERATIONAL PLAN
Planning aspect Description Time
1. Type of
interview
Selection Interview
2. Objectives  To ensure that the candidate has basic knowledge of
the online websites and how to handle the same.
 To recruit an individual who can handle every
situation with best possible outcome
3.Approach
and style
The management will be adopting a conversational
approach so that the communication skills of the candidate
can be judged
4.Schedule
1. Establish rapport with the employee
2. Set agenda of the business.
3. Collect information about applicant.
4. Discuss job and company thoroughly.
5. Invite applicant’s questions.
5 mins
10 mins
5 mins
10 mins
5 mins

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OPERATIONAL PLAN
5.Topics and
questions
● Previous work experience in specific job functions.
● Previous training and education.
● Hints of career plans and interests.
● Explanation of the job and company benefits.
Page.
As per the interview plan of the management, the recruiting workers for the online sales
team is required for which the management of the company is looking for individuals who have
the necessary skills and knowledge for handling the online e-commerce system. Moreover, the
management also plans to provide specific training to such individuals for the purpose ensuring
that they are properly trained to handle any situation in relation to e-commerce system (Huang &
Benyoucef, 2013).
Assignment 3
Planning for Monitoring Performance
The management of BBQ Fun has incorporated a plan which can be used by the management to
measure the performance of the company in terms of the new e-commerce strategy which will be
adopted by the management (Kerzner, 2017). The performance of the management needs to be
managed and supervise the activities and in case any discrepancies arises, corrective measures

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OPERATIONAL PLAN
can be taken by the management. An action plan is provided which shows the milestone
achievement plans of the management of the company.
Action Plan Template for Milestones Achievement
Milestone: Action and/or objective
(to achieve strategic aims of physical or
human resourcing)
Date Person
responsibl
e
Budget or
resources
(where applicable)
Approval of E-commerce project 10th
January
2018
Manager
responsible
for the
project
Documents,
presentation,
Charts and plans
along with
PowerPoint
Presentations.
Development of Plan 20th
February
Departmental
organisers
Planning Charts
and basic
requirement details
as were approved.
Incorporation of E-commerce Functionality
in the website of the company
15th April Online sales
and
operations
manager and
technical
staff.
Designing of the
Website tools and
systems developers
kit.
Promotion of E-commerce Facilities
available
5th May Marketing
and Sales
Marketing
Manager and use

22
OPERATIONAL PLAN
team of different kinds
of promotional
tools.
Launching of Website with E-commerce
Facilities
28th
August
Technical
and
Information
Technology
Team
Websites IP, login
ID, General
Settings,
Configurations.
Project is Completed and Successfully
Implemented
1st
October
Senior
Managers
and Top
level of
Management
Various
Documents and
Project Reviews.
As per the estimates of the management, the full implementation and functioning of the online e-
commerce services can be initiated from 1st October. The management expects that the new
online e-commerce services will help the management of the company with increasing the
overall sales of the company and bring about efficiency in the operation of BBQ Fun.
Budgetary and Financial Performance
The performance of the company in terms of financial performance indicators can be
obtained from the Chief Financial officer of the company. The financial aspect and Budgetary
performance of the company is measured in terms of % of overruns in the budget. The target

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OPERATIONAL PLAN
which is set for the overruns in the budget is zero. As per the current performance of the
business, the budget overrun of the business is revealed to be 10%. The budgeted cost overrun is
due to the wastage from order mistakes and also due to over piling of stock which arises because
of misuse of system (Adongo & Jagongo, 2013). In addition to this, there is the case of duly
overly long customer interactions. For the purpose of controlling such a situation the
management has to take appropriate steps which are given below:
1. The management in order to ensure that there are no wastages of the resources of the
company, it should confirm the orders which are placed by the clients and if need arises take
partial payments in case of a bulk order.
2. The management in order to avoid problems which are caused due to piling of stocks needs
to be avoided by adopting strategies for the clearing out the stocks as early as possible.
3. The management needs to conduct an enquiry as to the reasons which are causing budget
coast overruns and plan on corrective measures as well.
Productive Performance
The performance of the company in terms of productivity is measured by overall
performance of the employee and staff of the organization (Attia et al., 2014). The management
of the company needs to maintain the productivity of the business for which the following steps
can be adopted by the business:
1. The key factor which is responsible for the maintaining the productivity of the company
is through effective supervision of the activities of the business. For the purpose of
supervision techniques like budgeting, performance management can be applied.
2. The various supportive conditions on the basis of which the performance of the company
can be enhanced are related to providing better facilities to the employee of the company

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OPERATIONAL PLAN
so that they can be kept motivated. These facilities consist of working conditions,
incentive schemes, other facilities as well.
Employee performance in line with performance management policy
The employees of the company are considered to the lifeforce of the organization and it is
a known fact that the skill of the workers of the company determine the level of performance of
the business. In case of BBQ Fun, the business is trying to introduce e-commerce facilities which
will be requiring online sales employee which need to recruited. Such employee need to have
proper training in order to effectively handle the online e-commerce facilities which the
company plans to introduce. The management of the company measures the quality of services
provided by the online sales employee on the basis of % of mistakes made by the person. The
target as set by the management is 1%, however currently the rate of mistakes is around 10%.
The mistakes which are caused by the employee of the company needs to be reduced in order
improve the overall performance of the company. The management needs to exercise strict
control so that the mistakes which are once caused by the employees are not repeated again. In
addition to this, the average time required to resolve a customer enquiry as set by the company is
less than 10 minutes. As per current operations, the average time which the sales team takes is
around 20 minutes. Alternative measures which can be implemented by the management of the
company relates to proper training of the employees of the company who are engaged in online
sales activities. In addition to this, the company needs to employ candidates who have the
necessary skills and ability which is required for the job which is being offered by the
management of the company (Rosenfeld, 2013). This can also reduce the average enquiry time.

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OPERATIONAL PLAN
Dates for Monitoring Activities
The management of BBQ Fun has prepared a schedule as to the date or milestones for
achieving the set targets of the company. As per that, the management has decided to implement
the new e-commerce strategy to increase the overall sales of the company by 1st October 2014.
The plan of monitoring the activities so that the targets and the set date are met will be the
responsibility of the managers of the company.
Resources available Monitoring
The resources which are available to the company for the purpose of monitoring the
activities of the management includes supervisors, performance charts, budgeting techniques and
similar other processes. Such techniques and activities of the business aims at controlling the
performance of employees and departments as a whole. The management can install security
cameras in order to monitor the activities of the employees. Another measure which can be
introduce is the biometric entry system which can help the management to keep a track record of
the attendance of the employee. Moreover, production reports, budget variances are important
tools of having a control over the performance of the individuals and various departments as
well.
Progress Reporting
In most of the companies every department needs to submit their respective progress
reports to the management of the company. Similarly, in BBQ Fun every departmental head
should be submitting their progress report to the management of the company on a weekly or
monthly basis. The reports will be both qualitative and quantitative in nature which means it will
be containing charts, analysis, standards set as well as description of the actual results which are

26
OPERATIONAL PLAN
achieved by the company (Laursen & Thorlund, 2016). The progress report is an efficient way of
the management of the company to keep the operational activities of the business under check.
Online Staff’s Performance Management
As per the operational plan which is developed by the management of BBQ Fun, the
management needs to recruit some employees which can work in the online sales team. Another
option which the management of the company has is that to train existing employees of the
company so that the management does not need to recruit employee newly. The employees of the
sales team will be reporting to the sales manager and Human resource manager of the company.
it is expected from such employees that they submit sales report to the human resource manager
which will be then analyzed to ascertain the performance of the department.
Employee’s Underperformance Plan
The performance of a business largely depends on the employees of any organization as
they are considered to be the life force of an organization. In every organization there is a
requirement of skill workers so that best performance can be obtained. BBQ Fun also requires
skill workers in order to handle the online e-commerce facility which the management of the
company wants to introduce (Maina & Kwasira, 2015). The estimated time for the
implementation of the e-commerce project is on 1st October. Some of the employees have not
been able to deliver above the potential and as per the management has been underperforming.
The causes which can be associated with the underperformance is that some of the employees of
the sales team are still facing problems in effective handling of the system due to lack of proper
training. Then there is the case of increase % of errors and mistakes caused. There are also cases
where the employee has not been able to meet up with the respective standards of performance
which can be an area of concern for the business.

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OPERATIONAL PLAN
The management can overcome such situations by implementing appropriate remedial
plans which are given below:
1. The management needs to make certain that the employee of the sales team have proper
knowledge and training which is necessary for operating and handling the website. The
training programs of the company needs to be improved so that all areas of concern are
covered in the training.
2. The appointments of the employees should be on the basis of strength of the individuals
to the designated position for which the individual has been appointed. This way the
company will be able to extract the best out of the employees and the overall
performance standard will rise.
3. The problems which are related to communication and improper after sales services can
be improved with the right amount of motivation provided to the employees of the
business.
Name/position: Sales
Department
Manager: Review
period:
Reference from
operational
plan
Key result area Indicator of
success/
performance
By
when
Status
report
Online Sales
employee
Quality of online sales
services
Achieving 1% or lesser
amount of mistakes
which the employee can
make.
15th
April
Work in
Progress

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OPERATIONAL PLAN
System and
Website developer
Customer servicing,
operating websites
Better handling of
websites reducing the
mistakes and losses
18th
August
Work in
Progress
Manager’s comments: Signature:
Date:
Staff member’s comments: Signature:
Date:
Figure 1: (Table depicting individual performance standard)
Source: (Created by Author)
Coaching of Underperformed Employees
The company needs to incorporate measures which can improve the performance of the
underperformed employees of the company. The management plans to follow GROW Model for
effective coaching practices of employees (Passmore, 2014).
1. Goal: The goals, mission and vision of the company should be known to the employees
of the company. In other words, the employee must recognize what is being expected of
him and also what level of performance he needs to deliver (Cox, 2015). The employee
of the company will be requiring the necessary motivation from the management to

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perform efficiently. Such motivation can come from better facilities provided to the
employees, better working conditions.
2. Reality: The management will then be revealing the actual performance of the employee
and make comparison between the standards set in order to establish the performance gap
and then remedial measures can be made.
3. Options: In the option phase the management will be communicating with the employee
about any problem which they are facing and the management will try solving any
problems of the employees.
4. Will: The last phase is associated with the motivation which can be provided by the
management. The management will be adopting all techniques to motivate and encourage
the employees of the company to improve their performance. If the employees are
motivated from within then achieving the performance standard will not be an issue for
the employees.
The coaching plan which was developed for improving the performance of employees of BBQ
Fun are given in a template below:
Employee: Online Sales Expert
Coach/Manager: Sales Manager
Date of session: 28th April
Questions

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Goal State the goals of the Organization? What problems are the employees facing? Is
there a corrective action for the problems faced by the employees?
Reality What are the set standards on which overall performance of the employees is
based? What is the actual performance which is achieved by the employee? How
much is the performance gap?
Options What are the ways in which employees can overcome the performance gap? What
are choices which are there for the employees to improve his/her performance?
Will What are the factors which motivates the employees? How well can an employee
who is motivated, perform in the business?
Operational Plan Analysis
BBQfun operation plan status report Date:
Plan
goal
Implement e-commerce strategy Departmen
t
Operations

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Plan
objectiv
e/s
● Website redevelopment and
purchasing physical
resources
● recruitment and training of
staff
● achieving targets set for
profits
● following the budget
● adhere to timelines.
Person
responsibl
e
Project Officer
Key performance
indicators
Current
status
(Red,
Green,
Amber)
Comments
The new employees as well as the
old employees of the Online e-
commerce team have finished
their training and have the
necessary skills needed for
websites operations
Green All employees are trained to handle
online sales and e-commerce activity,
with more employee still undergoing
training phase. Therefore, this will
improve the overall productivity of the
business (Berman 2015).
All new employees need to have
all the necessary skills and
qualification required for the job.
Amber Some members of the sales team do not
have the skills which includes old
employees but they are in the process of
developing the same.

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Key performance
indicators
Current
status
(Red,
Green,
Amber)
Comments
Meeting standards as per Budget
and financial plan of the business.
Amber The management has started to
implement the budget and ensures that
everything is going as per plan, however
it is expected that there might be certain
delays in execution of the plans. The
management as per the performance is
trying to achieve the financial target of
the company which is $ 30000, however
the company is currently earning around
$ 20000. The management has the
expectation that with the implementation
of the new e-commerce facilities, the
company will be able to increase the
overall sales of the company.
Achieving Profit Targets Red The management is not anticipating to
meet the profit targets as certain initial
unproductive costs and cost overruns
have already been incurred by the
company.

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Key performance
indicators
Current
status
(Red,
Green,
Amber)
Comments
Milestone Achievement Green The management as per the plan schedule
of the company, is achieving the targets
of as previously set by the management.
Key Actions
Key action Accomplishments Comments
Initiating a training program
which can result in educating
and training of employees for
the new e-commerce facility
All the members of the e-
commerce team will attend the
training.
The employee who have
finished the training
program have positive
responses which shows
that the program is useful
Development of a proper sales
strategy
The sales strategies will be
securing all areas of
consideration and the customer
redressal programs as well
The management has
positive vibes about the
new sales strategies.

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Risk Update
Risk Contingency Comments
1. Order Mistakes which can
be committed by the
employees
In case of order
mistake the
management plans
to incorporate a
backup plan so that
there is no instances
of wastage.
The management expects the back
plan to hold up in case of such order
mistakes, however the management
does not want such mistakes to occur
in the first place.
2. Employee turnover If the online sales
wants to function
appropriately the
management needs
to ensure that the
employee turnover
ratio is kept at
minimum.
The management expects that the
plan will be helpful to manages the
employees force of the company.
The recommendations which can be suggested to the management to improve the operational
plan of the business are:
1. The management plans on incorporating a backup plan so that there is no instances of
wastage and mistakes can be kept to a minimum.

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2. In order to improve the operations of the business, the management needs to formulate a
retraining plan for employees who are underperforming so that the performance of the
employee can be improved.