ABC Company Retail Store: Operational Plan and Analysis Assignment

This assignment presents a comprehensive analysis of an operational plan created for ABC Company's retail stores. The plan addresses several key aspects, including resource requirements, key performance indicators (KPIs), monitoring processes, and financial contingency plans. The assignment begins by answering short answer questions related to operational planning, budgeting, resource efficiency, and customer service quality. The case study focuses on ABC Company, a retailer aiming to increase revenue, maintain profit levels, and expand its market position. The plan outlines specific activities, objectives, resources, procedures, responsible parties, timelines, and budgets for various initiatives, such as sales strategy development, video-conferencing equipment acquisition, delivery van purchases, store fixture reorganization, sales staff training, and recruitment. The plan also details a consultation strategy involving stakeholders like senior management, outlet managers, sales staff, and customers. The student, acting as a retail store manager, is tasked with creating the operational plan, covering resource needs (sales team, recruitment), KPIs (revenue increase, profit margins, customer satisfaction), monitoring (sales reports, customer feedback), and financial contingencies (training budget). The overall goal is to ensure the company meets its financial and market position objectives.

Assessment
SHORT ANSWER QUESTIONS
Instructions
Please respond to all the following questions. You can write your answers under each
question directly. You might have to undertake the appropriate research to answer these
questions.
1. Broad consultation with other members of the organisation, from team members to senior
management is a good way to contribute to the success of operational planning. When, in
the planning cycle, should it be carried out? What outcomes would you hope to achieve
from this process?
It is important to maintain broad consultation from the start of the operational plan. This can
be done in two ways; formal and informal. In formal way, such as meetings, sessions,
workshops or focus groups, while informal way is through stakeholders. In the planning
cycle, it should be an ongoing process from the start so as to sure the strategic plan and
activities of the operational plan. As a result, accurate outcome can be achieved and
complaints can be solved quickly.
Acceptable answer – main points covered 28 Aug MD
2. Why do budgets need frequent reviews and adjustments? Who is responsible for ensuring
that budgets and other financial documents are accurate? When creating financial reports,
what sources of information need to be analysed?
The audit reviews regarding budget are conducted for understanding the genuine circumstance
of the spending limit. The senior administration or more significant position authority board
of trustees is in charge of guaranteeing the precision of spending plans and other money
related records. During the report presentation, wellsprings of data, for example, spending
plan, reports of present and future figures and financial execution of the organization is
required. While conducting the project management activities, constant review can help the
companies to avoid unnecessary errors in the budget calculation. It helps in conducting an
accurate budget forecast in future. Based on the financial transactions such as sales, purchase
and other cost, the organisation can evaluate and develop the budget.
Marambage, please refer to the Operation & Project textbook for the answer to this question,
28 Aug MD
3. Today, more and more businesses understand that being successful is about more than just
economic performance, but that it is also about their environmental and social
performance. They are aware that increasing use of the Earth’s natural resources places a
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strain on the planet. Responsible businesses are, therefore, making every effort to ensure
that they use resources efficiently. What does the term resource efficiency refer to?
Identify five things an organisation could do to reduce the amount of paper and energy
used and wasted.
Resource efficiency implies the manner by which the assets are utilized proficiently. In other
words, resource efficiency refers to recycle the natural resources used in the companies so
that energy can be saved for future generation. In order to maintain resource efficiency five
steps can be taken by the organisation. Firstly, the organisation can focus on centralising the
purchasing process and introduce policy for recycling for office supplies. Secondly, the
organisations can focus on introducing waste management process. The waste management
process helps to avoid pollution of rivers and other water source. Thirdly, the companies can
focus on using renewable sources such as solar power to save energy. Fourthly, the
organisation can use soft copies of documents instead of hard copies. Documents can be
provided through digital device for reducing wastage of paper. Finally, the organisation can
reduce usage of fuel cars and instead use electrical cars for saving natural resources and
reduce carbon emission.
Marambage, please refer to the Operation & Project textbook for the answer to this question,
28 Aug MD
4. In any organisation there are both internal and external customers. These are all part of the
customer–supplier chain. For the customer/ end-user to receive quality products/ services it
is necessary that all aspects of the customer–supply chain meet specific quality objectives.
Who actually sets these quality standards and how are they set?
The more significant position authority of the administration, for example, directorate
alongside the common comprehension of the marketing and senior power sets the quality
principles. Likewise, the targets with respect to quality standard are set by discovering the
item details and HR experts are enlisted to assume responsibility for the nature of the items
and the lower level administration are approached to execute them. Based on the guidance of
higher authority, employees perform their activities regarding quality development. In some
cases, the senior executives develop a governance structure that includes the quality standard
properly for the employees. Based on the instruction in the governance structure, the company
conducts their activities properly.
Marambage, please refer to the Operation & Project textbook for the answer to this question,
which includes customers, 28 Aug MD
5. How can an organisation encourage suppliers—both internal and external—to participate
in actively ensuring quality standards are maintained so that fewer customer complaints are
likely?
The best way to provide quality goods and services is to establish a business contract with the
suppliers. In the business contract, the organisation can clearly describe facilities that will be
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presented to them. However, the contract will clearly describe that in exchange of the
facilities, the suppliers should provide better quality raw materials to the organisation.
Otherwise, the organisation will take strict action against this issue. Based on the strict legal
terms in the business contract, the suppliers can be forced to provide appropriate raw
material.
Marambage, please refer to the Operation & Project textbook for the answer to this question,
which includes customers and suppliers, 28 Aug MD
6. How can you collect customer feedback about customer service levels, their satisfaction
with products and services and any complaints they might have?
Customer feedback can be collected thorough various process such as survey, interview and
social media reviews. In recent times, customer segmentation is used for gathering knowledge
regarding the issues of customers. In case the organisation is capable of conducting customer
segmentation, then higher authority can personally interact with the customers for identifying
their issues. In this regards, appropriate action can be taken for mitigating the issues of
customers in the upcoming years. In some cases, the customer reviews in social media such as
Facebook, Twitter and Instagram can also help in identifying the issues of customers.
Marambage, please refer to the Operation & Project textbook for the answer to this
question, which includes customers. This answer is too short; a single sentence
answer is not acceptable at this Aug level of study. 28 MD
Instructions:
Please read the case and respond to all the assessment questions. You can provide your
answers under each question.
ABC Company sells a range of exclusive products across Australia through 1 online and 100
retail stores. The organisation is committed to:
- Offer innovative product solutions and meet the changing needs of customers
- Providing high quality and innovative products and services to customers
- Deliver great customer service
- Employing professional and enthusiastic staff
- Adopting sustainable work practices and provide ‘green’ products
- Undertaking continuous improvement processes
The business has a 5 years plan which is to consolidate its position in the market as a lead
retailer for ‘green’ and sustainable solutions for high quality exclusive products. To do this,
ABC will focus on the following business goals:
Financial stability:
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Assessment
- Increase revenue by 15% (compared to the previous 12 months) by the end of the
financial year
- Maintain annual profit levels of 15% of revenue for all products and services,
calculated at the end of each financial year
- Reinvest 75% of profit back into the business at the end of each financial year
Market position:
- Maintain the number one rating in the annual national industry customer service
awards
- Launch new high quality exclusive consumer products to meet customer demand,
ahead of competitors, within budget and by the agreed deadlines
Right people:
- Provide induction training at the commencement of employment to train new
employees to be knowledgeable, helpful and enthusiastic
- Provide the physical, human and time resources to support an annual professional
development program for all ABC employees
Stakeholders include senior management team, retail store manager, sales staff, online store
manager, customers and recruitment agency.
Activity
(What is to
be done?)
Objective
(Why will
we do it?)
Resources
(Where
will it be
done?)
Procedures
(How will it
be done?)
Responsibl
e person
(Who will
do it?)
When? Budget
Revisit
sales
budgets
and
develop
outlet-by-
outlet sales
strategies
that add
onto the
national
sales
strategy.
To
increase
the sales
of the
services
componen
t of the
business
by 15% by
30 June
It will be
done
across the
150
outlets.
Update each
outlet’s sales
budgets to
reflect the
increased
targets.
Each outlet is
to develop a
sales strategy
to support the
new targets.
Outlet
managers
30 June $3,000,0
00 total
and
needs to
be
supporte
d by a
business
case
from
each
store
Acquire
additional
resources –
video-
conferencin
g
equipment.
To
facilitate
communic
ation
between
all retail,
online and
phone
outlets
Install a
multi-
channel
dedicated
video-
conferenci
ng facility
at each
outlet.
Contact ABC
IT service and
support to
arrange for
supply and
installation.
Allocate costs
back to each
outlet.
Outlet
managers
31
August
$5,000
per outlet
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Assessment
and
reduce
travel time
and costs.
Acquire
additional
resources –
delivery
van.
To
provide a
delivery
service
and
provide
brand
recognitio
n
Purchase a
new van
for each
outlet and
detail it
with the
marketing
logo.
Contact
suppliers,
obtain quotes
and purchase
the required
delivery van.
Contact sign
writers to
have
marketing
decals
attached to the
vans.
Head office
marketing
manager
31 July $50,000
per outlet
Reorganize
fixtures and
fittings –
retail
outlet.
To create
additional
space for
installatio
n of
demonstra
tion
products
It will be
done
across the
150 retail
outlets.
Have plans
drawn up for
each retail
outlet.
Hire local
shop fitters
and installers
for each sales
region.
Head office
sales
manager
Retail outlet
managers
30
Septem
ber
$10,000
per store
Train sales
staff to
provide
after sales
product
support.
To multi-
skill retail
product
staff and
to
improve
the level
of after
sales
product
support
It will be
done
across all
the 150
retail
outlets.
Deliver
training
programs
Retail outlet
managers
31
August
In house.
Addition
al
resources
available
but a
business
case is
required.
Maintain
full staffing
capacity
through
rapid
recruitment
to fill
vacancies.
To
maintain
and
increase
sales
capacity
by
recruiting
new staff
as soon as
existing
positions
are
Thirteen
new full-
time sales
staff will
replace
staff
vacancies
in Sydney,
Melbourn
e and
Adelaide
CBD
stores.
ABC
recruitment
procedures
Outlet
managers
Recruitment
agency
31
August
$2,000
recruitm
ent costs
per
vacant
position
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Assessment
vacated
Consultation strategy
Stakeholder Role in the problem Objective Consultation
method
Senior management
plan
Made the decision to
increase sales by
15% annually
Keep informed Feedback session
Email
communications
Newsletters
Videoconferencing
Outlet manager Develop an
operational plan and
implement the plan
to increase sales in
their outlet
Implement plan
Consult
Staff meetings
Outlet manager
meetings via
videoconferencing
Interviews
Sales staff Implementers of the
plan to achieve the
intended results
Consult
Keep motivated and
engaged
Meetings
Feedback sessions
Online and phone
outlets
Provide sales not
supported through
retail outlets
Consult frequently Videoconferencing
Major customers People who make
major purchases of
ABC products
Consult Phone calls
Personal visits
Email
communication
Newsletters
Customers People who make
small purchases of
ABC products
Obtain feedback Email
communication
Newsletters
Recruitment agency Involved in
recruiting staff
Consult Meetings
In the event that ABC does not meet these objectives, they have budgeted an additional 5% of
training costs to employ a training consultant to provide additional training resources.
1. You work as a retail store manager for ABC Company and your managing director of
ABC Company requires you to create an operational plan on January. You must cover
below points in your plan:
- resources requirements
- key performance indicators
- monitoring processes
- financial contingency plans
Resource Requirements
The ABC Company will require an eager deals group so as to create extra deals for this
company and will incorporate deals delegates and project lead. Extra asset prerequisites or
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Assessment
substitution of existing staff will be overseen dependent on business case and through outside
selection representatives given by the organization. This will add to the fundamental
objective of expanding deals for every outlet.
Key execution markers of set for ABC Company will be connected to the business execution
of individual just as with the general deals execution of the store. People will get commission
for deals targets accomplished. Furthermore, deals target KPI will be additionally be set for in
general increment in offers of ABC Company all in all. Every month real deals will be
contrasted with the objectives all together with measure the presentation of ABC Company.
Also, deals focuses for representatives will be thought about against the genuine deals made
by them so as to take note of how their exhibition lines up with that of the organization.
Money related possibilities will be managed from the benefit which the organization has
made before. Then again, this will likewise incorporate reaching the head-office dependent
on a business case for a particular prerequisite of the association.
The ABC Company has focused on developing the quality of products by introducing new
and innovative tools and techniques. The organisation has evaluated the requirements of
customers and taken appropriate business decision for developing its operational plan. The
organisation has collected the information regarding the operational plan through various ICT
technologies.
Marambage, you have to prepare a complete Operational plan for your store. This includes a
formal report and a consultation strategy. Please refer to the ABC Operational plan and related
information to help you create your plan, 28 Aug MD
2. You work as a payroll officer for ABC Company and you have extracted the below
information from the company history cards:
Name Staff A Staff B Staff C
Employee number 1 2 3
Address 1 Sample Street,
Sunnyplace
2 Sample Street,
Sunnyplace
3 Sample Street,
Sunnyplace
Date of Birth 14/ 12/1985 9/12/1984 12/06/1980
Employment status Full-time Casual Full-time
Occupation Supervisor Reception Team leader
Date Commenced 1/01/2004 2/02/2012 3/03/2000
Current wage rate
or annual salary
$24/ hour $16/ hour $18/ hour
Note that employees are paid under an award that requires 38 hours per week of work (for
7.60 hours per day). Any employees who work over 7.60 hours per day will receive overtime
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Assessment
payment at 1.5 times the normal rate on Monday to Saturday. Sunday is double pay. This is
week 5 and the ending work date is 26/02/20XX.
You are required to complete the timesheets and calculate the total gross payment amount for
all 3 staff members. The 3 staff members working hours are:
Staff A Staff B Staff C
Monday 8.30am to 6.30 pm
with 1 hour break
8.00am to 6.00 pm
with 1 hour break
9.30am to 6.30pm
with 1 hour break
Tuesday 9.00am to 5.30 pm
with 0.5 hours
break
8.30am to 5.30 pm
with 1 hour break
8.00am to 5.30pm
with 1 hour break
Wednesday 8.30am to 6.00 pm
with 1 hour break
8.30am to 7.30pm
with 1 hour break
7.30am to 5.00pm
with 1 hour break
Thursday 9.00am to 7.00pm
with 1 hour break
9.00am to 5.10 pm
with 0.5 hours
break
8.00am to 5.00pm
with 1 hour break
Friday 8.30am to 5.30pm
with 0.5 hours
break
8.30am to 5.30pm
with 0.5 hours
break
8.30am to 5.30pm
with 1 hour break
Saturday 9.00am to 2.00 pm
with o.5 hours
break
Sunday 9.00am to 1.00pm
Sample timesheet:
Employee name:
Week Number:
Employee Number:
Week Ending:
Day Starting
time
Finishing
time
Time
off/
meals
Total
hours/
minutes
Normal
time
hours
Overtime
hours
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
Totals
Total hours worked during the week:
Total gross payment:
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Assessment
Employee name : C Employee number: 3
Week end: 5 week ending: 5
Day
startin
g time
finishin
g time
Time
off/meal
s
Total
hours/minute
s
Norma
l time
hours
overtim
e hours
Monday
9.30
am 6.30 pm 1 7.5 7.5 0.4
Tuesday
8:00
AM 5.30 pm 1 8
7.5
0.9
Wednesday
7.30
am 5:00 PM 1 8
7.5
0.9
Thrusday
9:00
AM 5.10 pm 1 7.9
7.5
0
Friday
8.30
am 5.30 pm 1 8.2
7.5
0.4
Saturday
Sunday 9 1 4 4
Totals 43.6 37.5 6.6
Total hours worked
during the week 43.6
Total gross payment
(43.6*18)=
784.8
Calculation incorrect, please redo this calculation and you will also have to rodo all the
forms. 28 Aug MD
3. Explain at least 2 difference methods that can be used to pay employees. You are also
required to describe where to find information about payments in an organisation and the
records that correspond to different payment methods.
The organisation can focus proving the salaries through cheques and cash for secure payment
to employees. It is understood that the through cheques, the employees can receive their
properly salary in the bank account. However, it is time consuming compare to providing
cash payments. Cash payment is highly effective and secure compare to bank. In this process,
the employees can directly receive appropriate cash amounts from the senior executives. In
this process, possibility of third party access can be reduced.
Marambage, these are not methods of payment, please read the Project
textbook for the information to answer this question, 28 Aug MD.
4. List and explain at least 2 different types of payroll systems
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Assessment
In relation to payroll system, four methods can be used by the companies. Among the
four methods, internally managed payroll system and professionally managed payroll
system are described below:
Internally managed payroll system: An internally managed payroll system is a technique
in which is feasible for an organisation and requires a less number of workers. With
constrained representatives, it is simpler to keep up and oversee finance records without
real inconsistencies. Dealing with the finance is something that can be done without
anyone else's input. Similarly, the organisation can employ an asset explicitly for this
reason. The base necessity is the information of keeping up finance records and
mindfulness about the different laws and duties relevant.
Professionally managed payroll system: Professionally managed payroll system refers to
bookkeeping and CPA (Certified Public Accountant). In case the business organisation
fails to conduct the internal payroll process, then external accounts are hired for payroll
bookkeeping. Based on the payroll bookkeeping process, the organisation can provide
appropriate salary to the employees and avoid errors in calculating the payments.
Therefore, the organisation can be capable of avoiding unnecessary employment issues.
Marambage, you have named two software systems, please read the question and refer to
the Operation textbook for information to help you answer this question. 28 Aug MD
SHORT ANSWER QUESTIONS
Instructions
Please respond to all the following questions. You can write your answers under each
question directly. You might have to undertake the appropriate research to answer these
questions.
1. What steps might be taken if it is necessary to follow-up performance appraisals?
Higher management should be present, all documentation must be available and presented for
proof, the goals of performance must be analysed so as to determine the level of achievement.
In addition, three necessary steps can be taken in consideration based on this process. The
first process is to set performance goals for each employee. As the senior executives will set
the performance goal, the employees will be forced to achieve those goals for developing
potential benefits. The second step is to set skill development goals for the employees. It is
necessary for the employees to understand the new and innovative tools and techniques used
in the business. Finally, the employees can focus on being responsible and remember their
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Assessment
roles. In case the employees manage to remember their role in the organisation, then the
potential errors can be reducing and employee performance will develop. It will assist in
following-up the performance appraisals.
Marambage, response is not acceptable, there is much more you can add to form a complete
answer. 6 Sep MD
2. What are learning style preferences?
Individuals gain proficiency with a second language from numerous points of view. Every
people favour distinctive learning styles and procedures. S/he has a blend of learning styles
however may find that it has a predominant style of learning. It implies that individuals get
data through their faculties and lean toward certain faculties to others in explicit
circumstances. Regarding most of the part, individuals adapt all the more adequately when
they learn through their very own drives. At the point when their learning styles are
coordinated with fitting showing styles, their inspiration and accomplishment increment and
are upgraded. Along these lines, scientists and teachers attempt to find their learning style
preferences so they can enable them to learn as per their own favoured learning styles.
Marambage, you have to explain “What are learning style preferences?” Your answer does
not do that. 6 Sep MD
Instructions:
Please read the case and respond to all the assessment questions. You can provide your
answers under each question.
Case Study Part A
ABC Company sells a range of exclusive products across Australia through 1 online and 100
retail stores. The organisation is committed to:
- Offer innovative product solutions and meet the changing needs of customers
- Providing high quality and innovative products and services to customers
- Deliver great customer service
- Employing professional and enthusiastic staff
- Adopting sustainable work practices and provide ‘green’ products
- Undertaking continuous improvement processes
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Assessment
For more information, you can use the operational plan which you created for the first
Assessment.
Now, you work as one retail store’s Team Manager and you manage 3 Administrative
Officers. You have received the below Administrative Officer role job description from HR.
Job Tile: Administrative Officer
Reporting to: Team Manager
Salary: $4,2000 p.a. + 9.5% superannuation
Hours: 38 hours per week
Location: Head office
Purpose of the position
Performs administrative and office support activities for the Customer Support team.
Duties may include fielding telephone calls, receiving and directing visitors, word
processing, creating spreadsheets and presentations, and filling. Extensive software skills
are required, as well as internet research abilities and strong communication skills.
Responsibilities and duties
1. Store, organise and manage customer files
2. Provide administrative support to the Customer Support team
3. Manage and distribute information within the Customer Support office. This
includes sending and receiving correspondence, answering phones and responding
to electronic communication via email or the customer support web site.
4. Scheduling appointment and preparing presentation materials
5. Talking dictation or recording the minutes of meetings
6. Relieving at the main reception desk
Key performance indicators
1. Maintain a log for all information distributed in the Customer Support team
2. Ensure customer support records are filed and maintained on a daily basis
3. Provide prompt and reliable administrative support to the Customer Support team
4. Maintain confidentiality when taking minutes for executive meetings
5. Work effectively with the executive administrative support team in relieving duties
Required knowledge and skills
- Complete Certificate III in Business Administration or higher qualifications
- At least 1-year customer service experience
- Knowledge of customer service principles and practices
- Excellent written and verbal skills
- Excellent interpersonal skills including the ability to deal with external customers
- Proficiency in CRM systems
- Proficiency in MS Office applications
- Keyboarding skills at a minimum 30 words per minute with 98% accuracy
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Assessment
- High personal standards
1. Please outline the team purpose, roles, responsibilities and accountabilities in accordance
with organisational goals, plans and objectives. This should be appropriate to distribute
to team members to establish a common understanding.
The team purpose is to establish a collaborative working environment in the management. It
has been that the employees should focus on evaluating the instruction of higher authority.
Based on the given task by the higher authority, the employees will be able to conduct their
activities properly. Moreover, the employees focus on the evaluating the objectives of the
organisation. After evaluating the objectives, the employees should show integrity and
transparency which will assist in achieving the task in a less amount of time. In addition,
employees can develop their potential by maintaining efficiency and privacy of important
data.
Marambage, please read the role description to help you answer this question correctly.
You have provided some goals, but not purpose or responsibilities and accountabilities.
6 Sep MD
2. ABC Company expect all managers and leaders to lead by example. Outline how you
will ensure your own contribution to the work team serves as a role model for others and
enhances the organisation’s image for all stakeholders.
The group will pursue your lead involving the talking propensities with others, desires from
clients or customers and your demeanour and considerations about work and the firm.
Furthermore, individual appearance and time keeping in everyday exercises can impact the
group. In addition, I can maintain a positive mindset that will assist me to gain the respect of
team members. Maintaining positive mindset helps me to evaluate and understand the
requirements of employees regarding their task. Based on positive mindset, I can properly
interact with the employees and I can provide proper suggestion which may reduce their
issues. As a result, the team efficiency can be developed in the upcoming years.
Marambage, there is more you can add to this answer,. 6 Sep MD
3. Create your own personal development plan in accordance with ABC Company’s
organisational plans and policies that outlines your:
- Career objectives
- Personal goals, aligned with organisation’s plans and directions
- Assessing personal skills and knowledge against competency standards
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Assessment
- New skills that need to be developed
- Training and development opportunities
- Networking plans to help develop new skills
- How to maintain an appropriate work-life balance to manage health and stress
Personal development plan:
In relation to career objectives, I need to focus on maintaining efficiency and providing high
quality service to the senior executives. It is necessary for me to maintain accountability and
integrity in the management. Therefore, these two factors should be included in my personal
goal. After evaluating the organisational goals, I can be able to take appropriate action for
achieving it. I can set an appropriate timeframe regarding my job activities for accessing my
personal skills and gather knowledge regarding competency standard. Finally, new skills such
as decision making skills and problem solving skills are needed to be developed. Finally, I
can join in meditation club which will help me to maintain my work-life balance.
Marambage, please read the question and provide your development based on the criteria
outlined. This is your development plan and does not include new employees or other items
you have put as your answer. 6 Sep MD
4. Explain how to use business technology to create and use systems to processes to
organise and prioritise tasks and commitments.
Email: It can be used for sending notice and task details to staff members. Moreover, the
organisation can establish conversation with clients and other stakeholders through it.
Laptop: access internet and gather data regarding the business techniques
GPS: locate directions while travelling for work
Internet: paying bills, online transaction and knowledge gathering
Networking: transferring relevant data from one party on another party
Telephone Communication: establishing communication with customers and other
stakeholders
Accounting system: bookkeeping, tracking financial transaction and calculating net income
Inventory control system: tracking inventory control system
Analytical software: It can be used for analysing statistical data
Marambage, there are many more activities you can add to this answer, please redo. 6 Sep
MD
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