Business Planning for ICL Cafe

This project intends to cover the business planning, strategic plan and implementation plan for ICL Café. The Café was being diagnosed to have a few issues impacting its overall customer service level. The business planning section helped to identify the weaknesses, which are impacting the long-term goals of the café. In the strategic plan section, training was identified as an appropriate strategy to address to the inefficiency in wait-time for the café. The implementation section describes ways to implement the changes thus planned. The training was identified as necessary to let the employees understand the importance of their adherence to the work place policies.

Running head: TITLE
Business Planning
[ICL CAFE]
Name of the student:
Name of the university:
Author note:

1CHANGE MANAGEMENT
Executive summary
This project intends to cover the business planning, strategic plan and
implementation plan for ICL Café. The Café was being diagnosed to have a few
issues impacting its overall customer service level. The business planning section
helped to identify the weaknesses, which are impacting the long-term goals of the
café. In the strategic plan section, training was identified as an appropriate strategy
to address to the inefficiency in wait-time for the café. The implementation section
describes ways to implement the changes thus planned. The training was identified
as necessary to let the employees understand the importance of their adherence to
the work place policies.

2CHANGE MANAGEMENT
Table of Contents
Introduction:..................................................................................................................3
Values:..........................................................................................................................4
Vision:...........................................................................................................................4
Business Operations Strategy:.................................................................................4
Human Resource Strategy:.......................................................................................5
Risk Management Strategy:......................................................................................5
Financial/Accounting Strategy:.................................................................................5
B3..................................................................................................................................6
B3.1 Identify and justify one issue or challenge in business planning.....................6
B3.2 One solution to solve the issue or challenge....................................................7
B4..................................................................................................................................8
B4.1 Minutes of the meeting.....................................................................................8
B4.2 Summary........................................................................................................10
Conclusion..................................................................................................................11
References.................................................................................................................12

3CHANGE MANAGEMENT
Introduction:
The modern coffee industry is observed to be significantly competitive with the
entry of considerable number of new organizations into the market (Han et al., 2018).
As a result, the organizations are seen to concentrate on their business strategies for
the effective management of their business operations. With a precise focus on the
intensity of the competition in the market, the organizations are seen to concentrate
on the application of the strategies such as competitive pricing policy or the
improvement in the quality of the products (Jaffee, 2014). However, there are very
few organizations that have the potential or the intention of applying both the
strategies at the same time for gaining the competitive advantage in the market
competition.
The paper is focused in the elaboration of the strategic plan of one such
chosen organization in the form of ICL Café. The paper analyses the mission, vision
and objectives of the selected organization to develop the strategic plan with a
precise focus on the improvement of the business operations of the mentioned
organization. Apart from this, the paper deconstructs the strategic plan of the
mentioned organization through elaborating the business operations strategy, human
resource strategy, risk management strategy along with the financial accounting
strategy. In addition to this, the paper includes an analysis of the strategic plan with a
precise focus on the challenges that the organization is expected to face in
implementing the business planning and along with that provides significant solution
for the identified challenges as well. Apart from this, the paper includes a meeting
minutes as the evidence for the communication to the stakeholders of the
organization regarding the strategic, business and the implementation plan of the

4CHANGE MANAGEMENT
organization. Along with that, the paper also shares a summary of the research that
is conducted regarding the above mentioned plans.
B.1:
Values:
The selected organization is able to create value amongst the customers
through the effective management of their business operations where the
organization is observed to put strong emphasis in the processing of the products
that are comparatively cheaper in prices and improved in quality. The application of
the low pricing while maintaining high quality in the products of the organization has
notably helped the organization in increasing the preferences of the customers
towards them.
Vision:
The organization has the vision of delivering quality products at a significantly
competitive pricing and that is seen to be crucial for them in delivering the products
to the targeted segment of the customers which is primarily the students of the
school. In addition to this, the management of the selected organization wants to
create a better environment for the customers of the organization along with
improving the quality in the services of the employees of the organization.

Running head: BUSINESS PLANNING
Obje
ctive
s
Strate
gies
Goals Tacti
cs
Key
Perfor
manc
e
Indica
tors
Tim
etab
le
Reso
urces
Miles
tone
Provi
sion
Respo
nsibilit
y
To
impro
ve the
qualit
y in
the
servic
es of
the
emplo
yees
(Goet
sch &
Davis
,
2014)
.
To
meet
the
develo
pment
al and
training
needs
of the
employ
ees.
To
enable
the
employ
ees to
achiev
e
improv
ed
skills
and
compe
tencies
.
Educa
ting
the
emplo
yees
regard
ing
the
techni
ques
of
operat
ions
for
increa
sing
the
The
ability
of the
emplo
yees
to
serve
the
custo
mers
within
the 10
minute
s from
the
time of
their
6
Mont
hs
Requir
ed
infrast
ructur
e for
the
trainin
g of
the
emplo
yees.
2 star
impro
veme
nt in
the
quality
rating
s.
Appro
val
from
the
share
holder
s
Service
Manger
will be
respon
sible
for the
implem
entatio
n of the
plan

1BUSINESS PLANNING
mobilit
y
inside
the
café.
orders.
To
impro
ve the
qualit
y in
the
produ
cts
(Goet
sch &
Davis
,
2014)
.
To
source
the raw
materi
als
from
the
supplie
rs who
are
capabl
e of
providi
ng
quality
raw
materi
als.
To
provid
e the
custom
ers
with
the
best
quality
of the
produc
ts.
Creati
ng a
pool
of the
suppli
ers for
the
effecti
ve
mana
geme
nt of
the
supply
of the
raw
materi
als.
The
ability
to
formul
ate
busine
ss
contra
ct with
at
least 5
suppli
ers for
the
supply
of the
raw
materi
3
Mont
hs
Requir
ed
suppli
er
contra
cts
2 star
impro
veme
nt in
the
quality
rating
s.
Appro
val
from
the
share
holder
s
Supply
chain
manag
er will
be
respon
sible
for the
implem
entatio
n of the
plan

2BUSINESS PLANNING
als.
To
increa
se the
produ
ct
chain
of the
organ
izatio
n
(Auld,
2014)
.
To
include
new
produc
ts in
the
menu
chart
of the
organiz
ation
To
meet
the
varying
require
ments
of the
custom
ers
regardi
ng
differe
nt food
and
bevera
ge
produc
ts.
To
includ
e
herbal
tea,
differe
nt
sorts
of
cold
drinks
along
with
variety
of
differe
nt
coffee
s.
Capab
le of
introdu
cing
the
herbal
tea,
cold
drinks
and
differe
nt
sorts
of
coffee
throug
h
effecti
ve
promot
ional
campa
6
Mont
hs
Requir
ed
Infrast
ructur
e and
emplo
yees
or
machi
neries
.
Additi
on of
five
new
produ
cts
Appro
val
from
the
share
holder
s
Manufa
cturing
manag
er will
be
respon
sible
for the
implem
entatio
n of the
plan

3BUSINESS PLANNING
igns.
Redu
ction
in the
prices
of the
produ
cts
(Rath
&
Gelm
ers,
2017)
.
To
reduce
the
operati
onal
cost of
the
organiz
ation
and by
reducin
g the
bargai
ning
power
of the
supplie
rs.
To
introdu
ce
differe
nt food
and
bevera
ge
produc
ts at a
compe
titive
pricing
and
target
the
custom
ers in
a more
efficien
t
manne
To
reduc
e the
operat
ional
cost
throug
h
introd
ucing
the
techn
ology
based
machi
nes
for the
proce
ssing
of the
produ
cts
Capab
ility of
sourci
ng the
raw
materi
als at
compa
rativel
y
lesser
prices
than
earlier
and
along
with
using
the
techno
logy
based
6
Mont
hs
Requir
ed
machi
nery
To
reduc
e the
produ
ct by
1%
Appro
val
from
the
share
holder
s
Financ
e
manag
er will
be
respon
sible
for the
implem
entatio
n of the
plan

4BUSINESS PLANNING
r. and
throug
h
sourci
ng the
raw
materi
als at
cheap
er
rates.
machi
nes for
the
effecti
ve
proces
sing of
the
food
produc
ts.
B2. Implementation Strategies:
Business Operations Strategy:
The strategy will be to effectively minimize the waiting time of the customers of
the organization. The café is in need to have three different teams that are the dining
management team, waiters and the kitchen employees. The establishment of the
effective communication amongst the employees of the three different teams will be
significantly important in the minimization of the waiting time of the employees. The
waiters are responsible for communicating the order details to the dining management
team and the dining management team are responsible for evaluation of the availability
of the inventory and the resources of the organization for the effective management of

5BUSINESS PLANNING
the processing of the order (Rath & Gelmers, 2017). On the other hand, the kitchen
employees are responsible for the efficient processing of the products in accordance to
the order details and are also responsible for sharing the time of competition to the
waiters to make sure that the customers wait for the least possible time.
Human Resource Strategy:
The human resource strategy includes the training of the new recruitments. As
the company is planning to deliver the best quality products to the customers of the
organization, the participation of the new recruitments in the developmental activities
becomes much needed for improving their skills (Cohen, 2017). The new recruitments
of the organization are in need to participate in a company funded training programme
of 15 days which will be managed by five quality analysts.
Risk Management Strategy:
The risk management strategy of the selected organization is based on the
service failure (Joireman et al., 2015). The company is liable to refund the amount spent
by the customers in case where the products of the organization proves to be harmful
for the customers of the organization. In addition to this, the organization will be liable
for managing the costing of the recovery of their customers in cases of service or
product failure.
Financial/Accounting Strategy:
With a precise focus on the product chain increment, the senior level
management of the organization along with the finance team of the company are in

6BUSINESS PLANNING
need to conduct cost benefit analysis for each of the products to evaluate the
profitability and the financial feasibility that the introduction of the new products are
associated with (Nas, 2016).
B3.
B3.1 Identify and justify one issue or challenge in business planning
A business planning can face a range of issues or challenges depending on the
extent to which it is undergoing a change. Considering the case of ICL Café the biggest
challenge that the business planning can face is the communication between its staffs.
Ineffective communication as opined by Vernuccio & Ceccotti (2015) is a barrier to
strategy implementation. This is also being identified in the SWOT analysis section. The
Café was found to have struggled with long waiting time in the past. Huang (2017)
identifies long waiting time as a consequence of ineffective communication between
staffs. For an efficient delivery, it is important that customers are not made to wait a long
for receiving and delivering the orders. Lynn & Brewster (2018) opine that wait time in
Cafes, Restaurants and the likes of is an important performance indicator. The
businesses get involved in strategy making and also doing the spending to attain
competency in regards to efficient delivery and wait time. As stated by Sharee &
Muhammad (2018), there is fierce competition accruing among the cafes and
restaurants. They are competing in various aspects affecting the productivity of the
companies and their service level. Wait-time is one of those aspects where cafes and
restaurants constantly compete with their extensive set of strategy making and

7BUSINESS PLANNING
investments in emerging technologies. In the opinion of El-Sherie & Ghanem (2016),
customer service is one of the key success factors for restaurants and cafes. Customer
services has an influence of many factors that also include efficiency in delivering
orders to the table. Restaurants and cafes those who aim to attain market competency
must also show their concerns to reducing the wait-time. Hence, these evidences
conclude the necessity to have an effective communication between staffs.
B3.2 One solution to solve the issue or challenge
The one solution to counter the identified issue is training staffs taking care of
inventories, cooking and delivering order to the table. The training will address the
following key points that have an impact on the efficiency of wait time; (Hafeez & Akbar,
2015)
Scheduling the Tasks:
Mangers do a good job by making rosters of who and what tasks they will be
taking care of. However, a formal adherence to this roster is not generally a part of
many cafes and restaurants. This affects the individual efficiency to deliver and affect
the organisational productivity. Hence, in order to address to the identified issue and
reduce the wait-time it is important to create an effective policy for communicating
things like shift-change, vacation request and day off (Bell et al., 2018). In addition to
communicating these policies, staffs should also be monitored to be informed on
whether they are swapping shifts with any prior approval from the manager. This will
eliminate the habit of not informing managers about the shift-end and will also inform on

8BUSINESS PLANNING
the current bench-availability (Coccia, 2015). Hence, the management will have a better
understanding of how to utilise the rest of the people at work.
Order Placement:
In the training, a detailed procedure of placing orders need to be discussed. This
will help avoid incomplete meals being served to the customers (Hang & Khuong,
2018). This activity should also be monitored while during the live process to extract a
maximum of output from the staffs. A list of acceptable abbreviations should also be
communicated showing ways to avoid misinterpretations between kitchen and dining
room staff.
Inventory Control:
There is a need to set up a communications protocol between the kitchen and
dining room management to ensure there is no shortage of stocks. This will also
improve the order taking efficiency (Wild, 2017).
Bookings:
An informed decision should happen before the booking goes live. This will
prevent from overly bookings and delaying the deliverables. This will require a
communications protocol to be established and communicated between the kitchen
staffs, the dining management and waiters (Karanges et al., 2015).
B4.

9BUSINESS PLANNING
B4.1 Minutes of the meeting
This section discusses the “Minutes of the meeting” being held between the
stakeholders of the business planning. The list of stakeholders those who were the part
of the meeting include but not limited to the management, and employees and staff. The
agenda was to discuss with them the business plan, strategic plan and how things will
be implemented.
Minutes of the meeting:
 A new business plan will very soon be underway
 This will include improving the cafe’s infrastructure, improving the service quality,
delivering the quality products while ensuring that all these help the business
reduce its operational cost.
 Training will essentially be a part of this implementation process to address to a
few issues being faced by the company with relevant solutions
 One of the issues being faced by the café is a longer wait-time, which can be a
serious damaging factor for the business.
 The training will also communicate new strategies to deal with the issue

10BUSINESS PLANNING
B4.2 Summary
This section covers a summary of the business plan, strategic plan and
implementation plan. This will be helpful for all its stakeholders, team members and
ICL’s Café employees.
The business plan included an analysis and a development of the café’s
business. The analysis was constructed on the basis of few aspects. These are vision,
mission, business values and SMART objectives. Considering the analysis, it can be
said that ICL Café aims to deliver quality service and offer quality products at relatively
lower price than its competitors. A SWOT analysis was conducted on the case study
café. This informed on many issues being faced by ICL Café. A longer wait-time is one
of these issues.
In the strategic plan segment of this report, a strategy was constructed basing
the relevant objective. It is to be noted that the report describes six different objectives
related to the different aspects of the operations. These aspects are one financial and
non-financial objective, one sales/marketing objective, one human resources objective,
one accounting objective, one business operations objective and one risk management
objective. In the strategic plan section, training was identified as the most effective
strategy to address to a longer wait-time in ICL Café. Staffs were identified as lacking in
a professional adherence to the existing work procedure. Training was, therefore,
identified as the best way to let them know the urgency and inform them on the future
business plans. They were also being informed on what the café expect from them in
course of implementing the designed strategy.

11BUSINESS PLANNING
In the implementation plan section, important consideration in regards to the
training and how changes will be made to the related departments have been discussed
during a meeting. The meeting was held between the management and staffs. In the
meeting all new initiatives have been discussed. It was necessary also to let employees
and the management understand their added responsibilities. The training covered a lot
of thing such as a discussion on how communication can be improved. Notably, this
was identified as potential reason causing the wait-time to lack the efficiency.
Conclusion
To conclude, it can be said that the recommended strategy can be helpful in
implementing changes to the café; however, might come across a few barriers. These
are employees not willing to contribute to the implementation plan or they have no
motivation for this.
To overcome such barriers, it is important to monitor the work progress of the
employees on a daily basis. This will inform on the areas that still need to be addressed.
Moreover, occasional and scheduled meetings can help discuss such things and
provide way outs to the employees.

12BUSINESS PLANNING
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(2018). U.S. Patent Application No. 15/279,782.
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Advantage in Public Cafés. International Journal of Heritage, Tourism, and
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