BBQ Fun E-Commerce Performance Analysis

This assignment analyzes the operational performance of BBQ Fun's e-commerce project, focusing on budgetary and financial performance, productivity, milestone achievement, and staff issues. It provides specific recommendations for operational improvements, including employee training, hiring additional staff, and improving customer service systems.

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OPERATIONAL PLAN-BBQ FUN LIMITED
Name:
Course:
Date:

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Contents
PART 1: DEVELOP AN OPERATIONAL PLAN.........................................................................4
1.0 TASK 1: SUMMARY OF BBQ FUN OPERATION ENVIRONMENT.................................4
1.1 LEGISLATIVE AND REGULATORY CONTEXT............................................................4
1.2 POLICIES AND PROCEDURES RELATING TO OPERATIONAL PLAN......................6
1.3ROLE OF OPERATIONAL PLAN IN ACHIEVING SUCCESFUL ECOMMERCE
STRATEGY.................................................................................................................................7
1.4 DEVELOPING NEW OPERATIONAL PLAN OR AMMENDING EXISTING ONE......8
2.0 TASK 2:RESOURCE REQUIREMENTS FOR E-COMMERCE STRATEGY......................8
3.0 TASK 3: RESOURCING CONSULTATION ROLE PLAY.................................................11
3.1 SALES MANAGER – HUMAN RESOURCE REQUIREMENTS...................................11
3.2 TECHNOLOGY CONSULTANT-PHYSICAL RESOURCE REQUIREMENTS FOR
DEVELOPING E-COMMERCE WEBSITE............................................................................13
4.0 TASK 4: ACTION PLAN FOR DEVELOPING E-COMMERCE STRATEGY...................14
4.1 PHYSICAL RESOURCING................................................................................................14
4.2 HUMAN RESOURCING....................................................................................................15
4.3 TIMELINES AND MILESTONES FOR E-COMMERCE STRATEGY...........................15
4.4 CONSULTATION AND COMMUNICATION.................................................................16
5.0 TASK 5: PERFORMANCE INDICATORS...........................................................................17
5.1 KPIS.....................................................................................................................................17
5.2 FINANCIAL TARGETS.....................................................................................................17
5.3 BALANCED SCORECARD FOR E-COMMERCE C.SERVICE REP.............................17
6.0 TASK 6:RISKS FACED.........................................................................................................18
6.1 RISK DUE TO EMPLOYEE UNDERPERFORMANCE..................................................18
6.2 RISK DUE TO LACK OF PROPER MANAGEMENT OF INTELLECTUAL
PROPERTY...............................................................................................................................18
6.3 RISK DUE TO BREACH OF HEALTH AND SAFETY COMPLIANCE
RESPONIBILITIES...................................................................................................................19
7.0 TASK 7:RESOURCING PROPOSAL....................................................................................19
7.1 PROPOSED IMPLEMENTATION OF RESOURCING.......................................................19
7.2 COSTS BREAKDOWN......................................................................................................19
7.3 BENEFITS TO ORGANISATION.....................................................................................20

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7.4 DEVELOPING KPIS...........................................................................................................20
7.5 RISKS TO ORGANISATION.............................................................................................20
7.6 CONTIGENCY PLANNING..............................................................................................20
7.7 SOURCES OF INFORMATION USED.............................................................................21
8.0 TASK 8:PRESENTATION OF PROPOSAL TO OPERATIONS MANAGER....................21
9.0 TASK 9:PLANNING PORTFOLIO.......................................................................................21
PART 2: PLAN AND MANAGE RESOURCE ACQUISITION.................................................22
1.0 PLAN AND IMPLEMENT PHYSICAL RESOURCING.................................................22
1.1 ELABORATE ON STEPS FOR RESOURCE ACQUISITION.........................................22
1.2 RISK MANAGEMENT STRATEGY NEEDED TO PROTECT INTELLECTUAL
PROPERTY...............................................................................................................................23
2.0 PLAN AND IMPLEMENT HUMAN RESOURCING..........................................................24
2.1 REVIEW RESOURCING REQUIREMENTS....................................................................24
2.2 STEPS AND STRATEGIES FOR RECRUITING AS PER ORGANIZATIONAL
REQUIREMENTS.....................................................................................................................24
2.3 IP REQUIREMENTS FOR HR ACQUISITION................................................................25
2.4 INTERVIEW PLANNING FOR TWO RECRUITS...........................................................25
2.5 INTERVIEW TWO RECRUITS.........................................................................................27
PART 3: MONITOR AND REVIEW OPERATIONAL PERFORMANCE................................28
1.0 MONITORING PERFORMANCE.........................................................................................28
2.0 EMPLOYEE UNDERPERFORMANCE AND REMEDIAL ACTION...........................29
3.0 MANAGE AN UNDERPERFORMING EMPLOYEE..........................................................29
4.0 ANALYSE OPERATIONAL PERFORMANCE...................................................................31
4.1 Description of budgetary and financial performance...........................................................31
4.2 Description of Productivity Performance............................................................................31
4.3 Analysis of milestones achievement and performance against targets................................31
4.4 Three recommendations for operational improvement........................................................32
5.0 ROLE-PLAY PRESENTATION WITH OPERATIONS MANAGER..................................32

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OPERATIONAL PLAN – BBQ FUN SCENARIO
PART 1: DEVELOP AN OPERATIONAL PLAN
1.0 TASK 1: SUMMARY OF BBQ FUN OPERATION ENVIRONMENT
1.1 LEGISLATIVE AND REGULATORY CONTEXT
BBQ Fun is operating an e-commerce business hence all transactions should be legally straight-
forward.It is led by different legal regulations and policies.The terms and conditions outline that
buyers are entering into a contract when they buy goods from BBQ Fun’s website and terms of
delivery, shipping and refunds are outlined1.
Shipping and Delivery Policy –This has outlined when customers knifed ow to
expect products and what kind of packaging will be used. Timeframes are
outlined and any other costs which relate to shipping. This helps the
company to avoid any problems that arise from unsatisfied customers.
1 Lapide, Larry. "Execution Needs the S&OP Plans." The Journal of Business Forecasting 35, no. 1 (2016): 19.

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Ecommerce Refunds Policy- Refunds help BBQ fun to build trust with its
customers. The policy states the number of days within which refunds are
allowed and the terms of the policy. Refund activities are tracked so that the
company can know whey exactly the number of refunds is either high or low.
Interest Protection – The company has consulted a lawyer and set out its
terms and conditions in the website so that its legal interests are protected
Ecommerce Terms and Conditions – The Company has included
some clauses as follows.
 Latest Consumer Contract Regulations: BBQ Fun has included contact
details, business identity, the products sold and contact and location
details.
 Liability Limitations
 How returns will be paid for
 Jurisdiction/Choice of Law
 Product Delivery Terms
Ecommerce Data Protection – How customer data, which is captured in
the website, will be protected. This includes confidentiality policy on
handling of customer data according to the Data Protection Act.
Regulations set by the Federal Trade Commission must be followed.

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Protecting Customer’s Privacy Online –Privacy Policy is posted in the
website and it identifies the types of personal information that will be
collected from the visitors to the site2, who information will be shared with
and how the information will be stored and used.
Advertising Compliance- The applicable laws relating to advertising online
are followed by the company.
Collection of Taxes –BBQ Fun follows the tax laws, which apply, to the
state where they operate.
Customer Financial Data –Since payments are made online, BBQ Fun has
implemented rules that ensure that customer data is at all time protected
and there is data security to ensure their customers are not victims of
online fraud.
1.2 POLICIES AND PROCEDURES RELATING TO OPERATIONAL PLAN
The Policies and procedures which will relate to the operational plan are:
 Human Resource Policy
 Information Technology Policy
 Health and Safety Policies
 Management of Intellectual Property
2 Göleç, Adem. "A relationship framework and application in between strategy and operational plans for manufacturing
industry." Computers & Industrial Engineering 86 (2015): 83-94.

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1.3ROLE OF OPERATIONAL PLAN IN ACHIEVING SUCCESFUL ECOMMERCE
STRATEGY
The operational plan is key in the achievement of BBQ Fun strategy. The overall objectives of
BBQ Plan are detailed in the strategic plan and these will be aligned to the operational plan. The
operational plan has been used in identification of the following.
 The goals and objectives of the various teams and departments
 How e-commerce goals will be achieved
 The resources required to ensure a successful e-commerce strategy
 Timelines and Milestones to achieve goals
 Risks that will be faced in goal implementation
The operational Plan will specifically contain the following;
 Specific goals and objectives for BBQ Fun
 Actions that BBQ Fun will take to achieve goals
 Staffing that will be needed
 Physical resources which will be required in BBQ Fun goal implementation
 Overall Budget that BBQ Fun will need to fulfill requirements
 Timelines for each specific goal
 Milestones Achieved
 Key Performance Indicators that BBQ Fun will use to determine success3
 Risk factors and risk indicators that BBQ Fun should watch out for.
1.4 DEVELOPING NEW OPERATIONAL PLAN OR AMMENDING EXISTING ONE
BBQ Fun will develop a new operational plan while referring to the key areas in the old plan. In
doing this, it will look at the following areas.
3 Göleç, Adem. "A relationship framework and application in between strategy and operational plans for manufacturing
industry." Computers & Industrial Engineering 86 (2015): 83-94.

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 Determination of objectives and goals of project
 Project Scope
 Tasks to be done and person responsible
 Pints of Vulnerability
 Critical Success factors for BBQ Fun
 How Plan will be executed
 Reviewing and Adjustments
2.0 TASK 2:RESOURCE REQUIREMENTS FOR E-COMMERCE STRATEGY
In developing its e-commerce strategy, BBQ Fun will pay focus to the following areas.
Strategic business planning and roadmaps – BBQ Fun has to ensure that the key
business objectives are met by making the right choices for the business. The
company should therefore have a clear vision, mission and objectives in regards to
what will be achieved in the e-commerce project, in what time, under what budget
and what constraints they expect to face.BBQ Fun must consider its knowledge of
digital marketing tools and techniques that will help it in acquiring the customers
that it needs across different dimensions 4 . The assumptions made in creating the e-
commerce operational plan should be in line with industry norms and trends.
Technology selection/ website audit and analysis – BBQ Fun will consider
choosing a technology, which is fully customizable and will complement the
overall business model of the organization. The technology will also ensure that
BBQ Fun adheres to existing best practice of e-commerce businesses. The
4 Langseth, Justin, Jorge Alarcon, Ruhollah Farchtchi, and Farzad Aref. "Prioritized execution of plans for obtaining and/or
processing data." U.S. Patent 9,389,909, issued July 12, 2016.

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company will carefully think over specific functionalities based on the industry it
is operating in, target audience, customer segments and the external factors which
may affect the business.BBQ Fun will look at having a website that will perform
better by looking at the flow of its store and its customers and doing a gap
analysis. Once this is done, the organization will source a solution that matches its
gap needs. Benchmarking will also be done so that the company is aware of the
latest technologies being implemented in terms of e-commerce so that they source
for the right solution.
Customer acquisition – Another resource that has to be greatly considered by
BBQ Fun is having multiple digital tools, which will enable the company to reach
a large segment of customers. The company has to ensure that their online
presence is felt so that consumers who are using search engine optimization,
search engine marketing and social media are able to feel a presence of BBQ Fun.
The company has to go by the sales principles of awareness, interest, desire and
action if they want to acquire a large number of online customers.
Customer engagement – BBQ Fun will ensure that its e-commerce platform leads
to engagement and interaction with as many customers as possible. The company
will have to invest in social media marketing so that its e-commerce platform is
known to customers. They also have to invest in mechanisms, which will help
them sell their brand effectively such that customers understand the core benefits
of the product offering, value proposition and various discounts, and offers, which
come with the brand.

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Customer retention – BBQ Fun will invest in sophisticated e-commerce
technology that will ensure customer retention. When customers visit the website,
they should get a memorable experience from it and the company. The technology
therefore must have features and functionalities, which will enhance customer
experience.
Optimization based on key metrics –BBQ Fun will have to invest in resources
that will enable it to measure the health of the e-commerce venture in terms of
revenues generated, cost of acquiring customers, number of customers converted
and those who visit the website through different channels. Once these are
defined, the company must look at optimizing both the technology and business
aspect of the e-commerce website.
Financial Resources-BBQ Fun must have the financial resources, which will
enable it to successfully develop and launch its e-commerce website. The company
has to invest well on this if it wants to grow the business.
Human Resources- Human resources will be needed to manage the e-commerce
business. Since it will be an interactive platform, customers have to be given
support in terms of customer service in case they have any queries. The company
must therefore have customer service staff, who will ensure that customer needs
are met as required. Warehouse and delivery staff will also be needed.

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3.0 TASK 3: RESOURCING CONSULTATION ROLE PLAY
3.1 SALES MANAGER – HUMAN RESOURCE REQUIREMENTS
In consulting with the sales manager on the human resource requirements of BBQ Fun, the
following areas will be discussed so that the company acquires the right staffing required for the
role.
Technical Skills – The staff that will be acquired will need technical skills so that the website
runs well.
STAFF TECHNICAL SKILLS
IT STAFF Basic HTML understanding
C.SERVICE STAFF Navigation of Site and answering of online queries
WAREHOUSE STAFF How to identify orders that have come in and indicate
when the same have been delivered
FINANCE STAFF How to extract sales figures from the website and come
up with financial statements based on this information
SALES STAFF How to do online sales and extract numbers from the
website
Business & Reporting – The staff should be able to understand the business model in terms of e-
commerce. The staff will be acquires should have a solid understanding of the business that is
done by BBQ Fun especially as pertains to online advertising. The staff should be able to
understand the company’s pricing, value added tax and how BBQ fun’s profit lines are affected
by the same.
Google Analytics – The staff should have knowledge in google analytics and be able to extract
reports from the same and analyze them.

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General Admin – The staff should be able to have writing skills due to updating of products on a
regular basis. They should also understand how the product descriptions and search engine
optimizations are related.
Customer Services – Skills in customer service will be necessary as the website will involve
constantly interacting with customers and ensuring their needs are met and their queries are
solved.
Managing Orders – The staff should understand how to manage orders, control stock and ensure
that the distribution process runs smoothly.
Image Editing – The imagery in the website has to be of quality hence staff must be able to take
good pictures and understand image-editing software.
Online Payments & Security – The staff should be able to understand how online payments
operate and the security of such services including laws and regulations.
Legal & General Regulations-The staff must be able to understand the legal obligations of the
BBQ Fun website and this will include selling regulations, privacy and cookie laws, PCI
compliance and importing/exporting rules.
Marketing – The roles of the key e-commerce personnel of BBQ Fun will need that they have
exposure to the following areas:
 Marketing via email
 Online selling in retail
 Advertising through banners
 Affiliate Marketing
 Social networks
 How consumers behave and market segmentation

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3.2 TECHNOLOGY CONSULTANT-PHYSICAL RESOURCE REQUIREMENTS FOR
DEVELOPING E-COMMERCE WEBSITE
In the discussion with the technology consultant, the technical resources, which will be required
to build the BBQ Fun e-commerce store, will be discussed and this will include both hardware
and software. The discussion will look at the following areas.
Web Server – The web server that will be used to host the BBQ Fun website must be identified
as html, PHP files and databases will be stored here. It will run on a windows operating system
and the website development company that will host this site must be identified.
Server Software – The software that will be acquired will be discussed. This will include
application software, database server, file server software and cloud computing software. The
company will identify all the software needed to run the website successfully5.
Web Tools – The web-authoring tool will be identified, as it will be used in creation of the front
end of the BBQ Fun website. The visual appearance of the site has to be attractive and this is
what will be key to attracting customers.
Database System – The database is an important part of the website and will be used to store
information about the products and services of BBQ Fun. It will also have details on sales,
images and everything else that customers need to know about the product. The website will be
programmed to connect securely to the database so that everything runs in a smooth manner.
Networking – The BBQ Fun transfer control protocol and internet protocol will be defined and
the company will identify networks, which are stable, secure and fast to enable the website run in
a smooth manner.
5 Cassidy, Anita. A practical guide to information systems strategic planning. CRC press, 2016.

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Browser Compatibility- The browser will have to be compatible and display well on multiple
browsers due to customer demands. Google analytics will be included to get data on which
browsers people are using.
Ports – Ports, which will allow devices to connect well, will be used.
Domain Names – The domain name used by BBQ Fun must be recognizable to consumers.
In addition to the above, the potential vendors will be identified and a tendering process will be
put in place so that BBQ Fun gets the ideal web developer. The IT infrastructure will also be
analysed to ensure that it will provide adequate support to BBQ Fun.
4.0 TASK 4: ACTION PLAN FOR DEVELOPING E-COMMERCE STRATEGY
4.1 PHYSICAL RESOURCING
TASK REQUIREMENTS PERSON
RESPONSIBLE
Identification of equipment
and materials needed
IT Infrastructure
Warehouse
Delivery Trucks
IT Manager, Warehouse
Manager, Transport
Manager
Construct Resource
Schedule
IT Infrastructure
Warehouse
Delivery Trucks
Finances
IT Manager, Warehouse
Manager, Transport
Manager, Finance
Manager
Tendering Newspaper Adverts Finance Manager
Procurement IT software and hardware
Warehouse Material
Delivery Trucks
IT Manager, Warehouse
Manager, Transport
Manager, Finance
Manager
Installation Vendor Vendor and IT
Testing and Training End Users Vendor, IT, HR
Implementation Launch Vendor, IT
Monitoring Website Performance IT,C.Service

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4.2 HUMAN RESOURCING
TASK REQUIREMENTS PERSON RESPONSIBLE
Need Identification C.service, IT,
Warehouse, Drivers,
Finance
HR Manager
HR Planning HR Manager
Advertising Internal and External HR Manager
Selection Phonecalls and Email HR Manager
Interviewing Face to Facce HR Manager
Shortlisting HR Manager
Hiring Selction and invite letter HR Manager
Onboarding and
Orientation
Ensuring staff fits in Induction Manager,
Departmental Supervisor
4.3 TIMELINES AND MILESTONES FOR E-COMMERCE STRATEGY
Task Duration (working days) Start date Finish date
Project Analysis
Define user requirements 5 1Sep 5Sep
Analyze web site requirements 5 5 Sep 10 Sep
Cost and functionality analysis 7 10Sep 17Sep
Acquisition of goods and services
details
10 17Sep 27Sep
Design
Define standards for project 5 27Sep 1Oct
Design web site structure 21 2Oct 22 Oct
Desktop/User interface 14 22Oct 6Nov
Security features 7 6 Nov 15
Nov
Prototyping
System Development
Web pages 5 15 Nov 20Nov
Graphics 14 20 Nov 4 Dec
Database 14 4 Dec 18Dec

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Style consistency inspection
Unit/component test3
5 18 Dec 23
Dec
System Integration
Link pages and images 10 23Dec 3Jan
Link Database 2 3Jan 5Jan
Overall System Test
Page links 1 6Jan 7Jan
User Interface 3 7Jan 10Jan
Database access 2 11Jan 12Jan
Exceptions handling 1 13Jan 14Jan
Trial Trading
Connection to the internet 1 15Jan 16Jan
Transaction handling 3 17Jan 20Jan
Linkage to financial institutions 2 21Jan 23Jan
4.4 CONSULTATION AND COMMUNICATION
STAKEHOLDER METHOD FREQUENCY
PROJECT SPONSORS Email,Phone Weekly
PROJECT TEAM Email,Phone Daily
STAFF Email,Phone Weekly
VENDOR Email,Phone Daily
CUTOMERS Email,Phone,Adverts Monthly

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5.0 TASK 5: PERFORMANCE INDICATORS
5.1 KPIS
 Customer Conversion Rate-Formula: Conversions / Clicks
 Average Order Value - Formula: Average Order Value = Total Revenue / Number of
Orders Taken
 Cost – Accrued by sales channels and product acquisition, use aggregate cost analytics
 Cost-of-Sale Percentage -Formula: COS% = Click Costs for Product / Product Revenue
 Estimated Cost of Sale Percentage
 Cost per Order/Cost per Acquisition-Formula: Ad Spend / Orders
 Return on Ad Spend -Formula: (Revenue – Cost) / Cost
5.2 FINANCIAL TARGETS
5.3 BALANCED SCORECARD FOR E-COMMERCE C.SERVICE REP
KRA TARGET KPI RESULT
Financials Customer Retention
Sales
No of customers
retained
Growth in sales
Customer Service C. Satisfaction
Communication
Quality
Timely Reporting
Customer Feedback
Analysis
Customer feedback
Email Reviews
Reports delivered on
time
Positive Reviews
Internal Perspective User satisfaction User Reviews

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Timeliness
Policy Compliance
Deadlines Met
Policy compliance
Growth and
Improvement
Improvements
Delivered
Knowledge growth
Coaching
Performance
% improvements
E-courses done
No of sessions
attended
6.0 TASK 6:RISKS FACED
6.1 RISK DUE TO EMPLOYEE UNDERPERFORMANCE
RISK ACTION
Poor Customer Service Train Staff
Dropped Sales Train Staff
Negative Effect on Other Employees Motivate Employees
Reputational Risk Implement underperformance measures
6.2 RISK DUE TO LACK OF PROPER MANAGEMENT OF INTELLECTUAL
PROPERTY
RISK ACTION
Financial Loss Secure systems
Defrauded Customers Protect customers online transactions
Systems Failure Backup systems
6.3 RISK DUE TO BREACH OF HEALTH AND SAFETY COMPLIANCE
RESPONIBILITIES
RISK ACTION

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Staff falling sick Ensure health policy followed
Customers falling sick Ensure health policy followed
Temporary Shutdown Ensure health policy followed
Reputational risk Ensure health policy followed
7.0 TASK 7:RESOURCING PROPOSAL
7.1 PROPOSED IMPLEMENTATION OF RESOURCING
RESOURCE REQUIREMENTS
Plant and Equipment Vehicles
Human Resources Recrutiment, Selection and Training
Advertising and Promotion Trageting Customers
IT Infrastructure Website Development, Hardware, Software
7.2 COSTS BREAKDOWN
RESOURCE COSTS
Plant and Equipment $300000
Human Resources $100000
Advertising and Promotion $100000
IT Infrastructure $200000
$700000
7.3 BENEFITS TO ORGANISATION
 Enhanced Brand Presence
 Attraction of New customers

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 Exploring new markets
 Convenience to customers
 Business Growth
7.4 DEVELOPING KPIS
 Daily Product Sales
 Number of customer reviews on website
 Number on queries concerning products
 Number of deliveries
 Product return rate
 Growth of financials
7.5 RISKS TO ORGANISATION
 Online transactions have fraud risk
 Products being returned frequently
 System downtime
 Competition from similar websites
 Delivery system failure
7.6 CONTIGENCY PLANNING
 Continous research and training
 Ensuring high product quality
 Customer surveys to listen to customer needs
 System monitoring and backups
 Constant website updating
 Risk committee to continuously look at risks

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7.7 SOURCES OF INFORMATION USED
 Benchmarking with similar sites
 Google Analytics
 Market Survey previously done
 Vendor Information
8.0 TASK 8:PRESENTATION OF PROPOSAL TO OPERATIONS MANAGER
The proposal will be presented to the operation manager and the following areas will be looked
at to ensure success of the website
 Strategy and Objective for next five years
 Human resources requirements should be adequate
 The budget should in place and the way funds will be allocated is defined
 The project timelines and IT resource requirements
 The tendering process for the vendor
 Training requirements for staff and training plan in place
 Warehouse acquisition and supplier distrubution network in place
9.0 TASK 9:PLANNING PORTFOLIO
The Planning portfolio which will be presented to the board will include the following.
 SUMMARY OF OPERATIONAL ENVIRONMENT-Legislative and business
environement that BBQ Fun will operate under
 ACTION PLAN-Action plan for each of the project requirements
 PERFORMANCE INDICATORS-Key performance indicators to know if project is a
success
 BALANCED SCORECARD-Balanced scorecard for all staff

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 RESOURCING PROPOSAL-Proposal on how resources will be managed
PART 2: PLAN AND MANAGE RESOURCE ACQUISITION
1.0 PLAN AND IMPLEMENT PHYSICAL RESOURCING
The aim of resourcing for BBQ Fun is to make sure that there are adequate human resources to
meet the strategic goal of launching a successful e-commerce website. In doing this, the
company has to look at the external environmental factors that can affect the resourcing process.
There should also be flexibility for the sake of future resourcing needs.
1.1 ELABORATE ON STEPS FOR RESOURCE ACQUISITION
Identification of vacancy and need evaluation-BBQ Fun will identify the vacancies that have
arisen due to the e-commerce project. In this case customer care staff, warehouse staff and
drivers will be needed. BBQ Fun will conduct a job analysis for the vacant positions as this will
assist in identification of need gaps.
Developing of Position Description – BBQ Fun will develop job descriptions for all the vacant
positions that will need to be filled to support the e-commerce project. The description will also
assist the company in coming up with interview questions.
Recruitment Plan Development - BBQ Fun will come up with recruitment plans for each position
that needs to be filled. The plan will outline methods of advertisement and how to shortlist
candidates. It will also outline posting period and what kind of methods will be used in the
recruitment and selection process.
Select Candidates - BBQ Fun will select appropriate candidates by looking at their qualifications
and experience and comparing them to what is required. They will then choose the appropriate
candidates that will attend the interview.

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Interview – The interview process will be carried out by BBQ Fun. The company will make a
decision on how to interview whether online, written or face-to face. They can also combine a
number of methods. The interview will be done by a panel who will consist of HR and unit
managers within the organization.
Shortlist - The short listing process will occur and this will be based on the qualifications
required. The candidates who best fit the position will be chosen.
Hire- BBQ Fun will hire the best employee based on what they need.
On-boarding- This will involve orientation of new employees and ensuring that they fit in to the
organization. The candidates will go through an induction process that will take a certain length
of time before they settle into the organization.
1.2 RISK MANAGEMENT STRATEGY NEEDED TO PROTECT INTELLECTUAL
PROPERTY
 Intellectual property access should be restricted to only those who need it
 Rooms where IP is kept should be secured
 Any IP transmitted electronically should be encrypted
 Confidentiality notices should accompany any documents which have trade secrets or
private BBQ Fun information
 Non-disclosure agreements with any third parties must be put in place
 Regular audits should be done to value BBQ Fun’s inventory of IP

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2.0 PLAN AND IMPLEMENT HUMAN RESOURCING
2.1 REVIEW RESOURCING REQUIREMENTS
BBQ Fun will review its resourcing requirements before implementing the recruitment process.
Reviewing will include looking at the following:
 Positions to be filled
 Job Descriptions for the position
 Recruitment strategy to be used
 Selection and interview process to be used
 Short listing and induction processes
 Budget needed for the recruitment process
 Timelines should be set
2.2 STEPS AND STRATEGIES FOR RECRUITING AS PER ORGANIZATIONAL
REQUIREMENTS
 The HR Managers will come up with job descriptions for online customer service
representatives and sales representatives
 Advertisements will be placed through online portals and through a recruitment agency
 Short listing to be done for the interview process by selecting those who have experience
in online sales and customer care
 Interviews to be carried out face-to –face so that potential candidates are identified
 Selection of the most appropriate candidates for the online positions to be selected
 Letter of recruitment and offer to be signed by selected candidates

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 Induction manager to take candidates through orientation and on-boarding process at
BBQ Fun.
2.3 IP REQUIREMENTS FOR HR ACQUISITION
 The selected recruits must sign a confidentiality agreement
 HR have to communicate the company’s IP policy
 The employee contracts have to include provisions in the employment contract regarding
IP
 Regular awareness training must be carried out on IP
 Formalized exit interviews must be carried out by HR so as to clear any issues regarding
IP
2.4 INTERVIEW PLANNING FOR TWO RECRUITS
Customer Service Representative Interview
Planning Aspect Description Time
Type of Interview Face to Face 40 Minutes
Objectives To get an efficient Online C.Service
Representative
Approach and Style Introduction
Situational Questions
Technical Questions
Schedule To be done in Two Days
Topics and Questions Introduction Topics
 Education
 Experience
 Achievements
 Reason for Interest in Job
Situational Questions Topics
 Teamwork
 Customer Service
 Problem Solving
 Leadership
 Planning and Organizing
 Conflict Resolution
 Industry Knowledge

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Technical Questions Topics
 Company Knowledge
 Product Knowledge
 Operation of Online Portal
Knowledge
 Customer Relationship
 Management System
Knowledge
Sales Service Representative Interview
Planning Aspect Description Time
Type of Interview Face to Face 40 Minutes
Objectives To get an efficient Sales
Representative
Approach and Style Introduction
Situational Questions
Technical Questions
Schedule To be done in Two Days
Topics and Questions Introduction Topics
 Education
 Experience
 Achievements
 Reason for Interest in Job
Situational Questions Topics
 Teamwork
 Customer Service
 Problem Solving
 Leadership
 Planning and Organizing
 Conflict Resolution
 Industry Knowledge
Technical Questions Topics
 Company Knowledge
 Product Knowledge
 Operation of Online Portal
Knowledge
 Customer Relationship
 Management System
Knowledge
2.5 INTERVIEW TWO RECRUITS
CANDIDATE NAME: STEPHEN YANG –C. SERVICE POSITION

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QUESTION IDEAL ANSWER POSSIBLE
POINTS
SCORE
1. Tell us about yourself Mention education,
experience and
achievements
10 10
2.Why are you the ideal
candidate?
Should be aligned with
the vacant role
10 7
3. Give us a situation where a
customer was angry and
shouting and how you handled
them.
To be answered in the
format of situation,
action taken and result
achieved
20 15
4. Give us a situation where you
had to manage a team with
divergent views and come up
with a specific solution to a
problem
To be answered in the
format of situation,
action taken and result
achieved
20 18
5. How do you check traffic hits
on google analytics?
To be answered as per
the Standard Procedure
10 5
6. What is the procedure of
responding to a query on a
customer management system?
Retrieval, Response
time and Response
Tone
20 12
7. What etiquette should be
observed when responding to a
customer e-mail?
To mention at least
three
10 10
TOTAL: 100 77
RECOMMENDATION: Pass mark of 75% achieved but candidate does not have enough
experience with customer management systems but this can be taught on the job.
CANDIDATE NAME: STACY LANGHER –SALES REP POSITION
QUESTION IDEAL ANSWER POSSIBLE
POINTS
SCORE
1. Tell us about yourself Mention education,
experience and
achievements
10 10
2.Why are you the ideal
candidate?
Should be aligned with
the vacant role
10 9
3. Give us a situation where a
you were required to take
charge and be a leader in a
delicate situation
To be answered in the
format of situation,
action taken and result
achieved
20 17
4. Give us a situation where a
team member was at
loggerheads with a customer
and you had to solve the matter
To be answered in the
format of situation,
action taken and result
achieved
20 20
5. Imagine that we are Introduction, Product 10 8

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customers and you are selling a
Rolex watch. Do a simulation of
a sales pitch to us.
benefits and attributes,
confidence, reasons for
purchase
6. What is your strategy of
marketing and selling BBQ Fun
products if you join the
company?
At least 4 strategies 20 16
7. How would you get online
traffic to the BBQ Fun Website?
To mention at least 4 10 7
TOTAL: 100 87
RECOMMENDATION: Pass mark of 75% achieved and the candidate was very confident and
did an excellent sales pitch. Would be an asset to BBQ Fun as she also has a positive attitude.
PART 3: MONITOR AND REVIEW OPERATIONAL PERFORMANCE
1.0 MONITORING PERFORMANCE
AREA KEY RESULT AREA SUCCESS
INDICATOR
BY
WHEN
STATUS
REPORT
Budgetary and
Financial
Perfomance
 Commissions
and Fees
 Profit
 Expenses
% increase in
commissions
% increase in profits
% reduction in
expenses
Monthly Quarterly –
Operations
Manager
Productivity
Perfomance
 Sales
 Customer Traffic
to Website
 Positive Reviews
 Feedback Forms
% increase in sales
made
Amount of website
traffic against target
Number of Positive
reviews
No of feedback
forms filled
Monthly Quarterly –
Operations
Manager
Employee
Performance in
Line with Policy
Sales Staff
 No of Sales
Made
 Cross-selling
C. care Staff
 Queries
 Customer
Feedback
Sales made against
target
No of products
cross-sold to each
customer
TAT in query
resolution
No of feedback
forms filled
No of referrals given
Monthly Quarterly –
HR Manager

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 Referrals
1.0 EMPLOYEE UNDERPERFORMANCE AND REMEDIAL ACTION
Underperformance has been noted in one of the online customer service staff at BBQ Fun.
AREA OF UNDERPERFOMANCE REMEDIAL ACTION
Poor Quality of response to customer emails Training
Low Productivity in terms of customer
referrals
Sales Techniques Training
4 Negative reviews by customers in less than a
month
Positive Reinforcement
Neglect of some duties Job Description and roles overview
Lack of adherence to deadlines Time Management Coaching
Lack of Product Knowledge Training on Products
3.0 MANAGE AN UNDERPERFORMING EMPLOYEE
EMPLOYEE Viola Gray
DEPARTMENT/ROLE Customer Service-Online Representative
COACH/MENTOR My role is to mentor the staff as it has been noticed that they are
underperforming and hence affecting final output and customer service. I
will take the staff through the areas of concern and we will work towards
improving these areas and an evaluation and monitoring will be done
afterwards until there is a turnaround.
DATE OF SESSION 18.8.17
GOAL As you are aware, the main duties of an online customer care representative
are as follows:
 The Goals of the Online C.Service representative roles are:
 Responding to customer e-mails professionally
 Referrals for product sales
 Positive Customer reviews
 Adherence to deadlines
 Knowledge of products due to customer queries
 Performing all duties assigned to the role
REALITY The reality is that we have noticed that you have weaknesses in performing

30
your role effectively due to the following:
 Poor Quality of response to customer emails
 Low Productivity in terms of customer referrals
 4 Negative reviews by customers in less than a month
 Neglect of some duties
 Lack of adherence to deadlines
 Lack of Product Knowledge
From our conversation, you have indicated that sometimes you feel
overwhelmed by your roles hence it has resulted in the issues raised. You
also got negative reviews as you were unable to sort some customer queries
and you feel de-motivated as you do not get enough breaks during the day.
OPTIONS The options we have to sort out the above issues are as follows:
 You will be taken through a product knowledge training so that you
are familiar with BBQ Fun products
 You should have a standard and formal way of responding to
customer emails and your manager will take you through this
 The job description roles will have to be adhered to and you will
have a notebook where you list down all tasks to be achieved during
the day so that no task is neglected
 You will be attached to a seasoned online representative so that you
learn how to handle customers and respond to queries on time
 Training will be done on sales and how to get referrals online
WILL There is a willingness to change from the employee and they are open to the
mentioned changes. Coaching will go on for a while until the employee has
improved and is comfortable. Performance will be reviewed monthly to
ensure the employee is on track.

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4.0 ANALYSE OPERATIONAL PERFORMANCE
4.1 Description of budgetary and financial performance
Budgetary and financial performance of BBQ Fun is the perfomance achieved in terms of the
profits and if the company operated within its budget. The company had successful revenue
performance as it generated $250,000 in the second quarter hence providing a profit of $40,000.
4.2 Description of Productivity Performance
Productivity performance is the performance generated from sales. Looking at the BBQ Fun
figures, sales was not met as the company was able to generate less profits than it had targeted.
The target per quarter was $300,000 so that $80,000 is made in profit but the quarterly target hit
was $250,000.
4.3 Analysis of milestones achievement and performance against targets
As per the BBQ Fun figures, not all targets were met by the company. The sales person analysed
managed to make sales worth $20,000 against a target of $30,000. Average speed delivery for
orders was three days and the company did it in three days meaning that they are meeting their
delivery target but should look for ways of doing it faster. Speed of online service should be less
than 10 minutes yet it is 20 minutes hence the company is not meeting its target in this area.
Many mistakes are also being made as target is 1% but actual is 10%.
4.4 Three recommendations for operational improvement
To improve operations, the staff should be trained frequently on the organization’s products as they have
no proper knowledge. Product knowledge is key in any online business and BBQ Fun should ensure
employees are knowledgeable.

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The company should consider hiring more staff as the current ones are overworking hence leading to low
morale and many mistakes. The company should introduce flexible shifts after hiring new stass so that
efficiency is achieved.
The staff should be trained on using the system for customer management and ordering functions. This
way they will be able to assist customers in a faster way.
5.0 ROLE-PLAY PRESENTATION WITH OPERATIONS MANAGER
In presenting to the operations manager, recommendations will be made that there be a focus on
staff issues as this was leading to under-performance and would affect BBQ Fun negatively.
Staff should be listened to and the issues they raised should be looked at if the company’s e-
commerce project is to succeed. The operational plan will therefore change to accommodate
training plans for employees and coaching sessions.
References
Cassidy, Anita. A practical guide to information systems strategic planning. CRC press, 2016.
Göleç, Adem. "A relationship framework and application in between strategy and operational
plans for manufacturing industry." Computers & Industrial Engineering 86 (2015): 83-94.