Bayside Call Center Strategic Planning: Analysis and Implementation

This assignment presents a strategic plan developed for Bayside Call Center, focusing on the establishment of a vision and mission statement, conducting an environmental scan, and analyzing the center's operational strategies. The plan includes a SWOT and PESTLE analysis to assess the internal and external factors affecting the call center. It details the objectives, strategies, and priorities for introducing a new service related to healthcare customer query resolution. The assignment also covers roles and responsibilities, performance indicators, and time frames for achieving the set objectives. Furthermore, it addresses considerations for cooperative ventures, cost-benefit and risk analysis, and the importance of monitoring and evaluating the implementation of the plan, with suggestions for refinements. The document also provides strategies for improvement and concludes with references.

Develop and
Implement strategic
plans

Table of Contents
Task 1...............................................................................................................................................4
Establish a vision, mission of an organisation........................................................................4
Criteria for effective mission, vision and value......................................................................4
Develop one or more draft statement.....................................................................................4
Judgement...............................................................................................................................4
Develop second draft .............................................................................................................5
Summarize feedback..............................................................................................................5
Draft mission statement..........................................................................................................5
Proposal mission statement for board approval......................................................................5
Assessment 2 - Case Study/Practical Demonstration Assessment..................................................6
Part A- Case Study Analysis............................................................................................................6
Environmental scan for Bayside call center...........................................................................6
Legislation, regulations and codes of practice.......................................................................7
Objective, strategies and priorities.........................................................................................7
Roles and responsibilities.......................................................................................................8
Performance indicators...........................................................................................................8
Time frames............................................................................................................................8
..............................................................................................................................................10
Consideration of co-operative ventures................................................................................10
Cost-benefit and risk analysis...............................................................................................10
What experts you would consult and why............................................................................11
Monitor and evaluate the implementation of the plan and make refinements as appropriate11
How you will review the effectiveness of planning process and identify opportunities for
improvement.........................................................................................................................11
SWOT and PESTLE must be included in the plan...............................................................11
Part B – Practical Demonstration...................................................................................................13
Task 3- Report Study Assessment.................................................................................................13
Provide strategies for the following.....................................................................................13
REFERNCES:................................................................................................................................15

Books and Journals:..............................................................................................................15
Online.............................................................................................................................................16
Appendix-......................................................................................................................................17

Task 1

A- Establish a vision, mission and a value
Vision- A vision statement is basically a inspirational statement of an organisation which
describe a company want to achieve in future or where a company want to see them self in
future.
Mission- Mission statement helps identify those objectives of a company which they want to
achieve at present time to gain their organisational main goal.
Values- These are those factors which is used to develop organisational performance and their
reputation in achieving their goal.
B. Criteria for effective mission, vision and value
Vision- It is essential that a company will make the vision to analyse the direction to achieve
organisational goal for next upcoming 15 year. It should be fully inspirational and
motivational.
Mission- It is essential that company must make their mission statement short and easy to
understand. Secondly, it must include main policies and objective of company which they
want to achieve as soon as possible.
Value- It should be attractive and define effective culture of organisation to help them to
increase their reputation. It also include top priorities of an organisation.
C- Develop one or more draft statement
Mission- To adopt vast variety of product portfolio and offer various types of vehicles to
customers to attain competitive advantage.
Vision- To become leading company in the market within 15 years by gaining competitive
advantage by attracting more customers toward their high branded cars.
Value- To compete with competitors with effective and true ways without doing any illegal
activities.
D- Judgement
Initially the mission and vision of Tesla is just aim to lead the market by their one idea and
that is to manufacture and offer electrical cars to attain sustainability. In another draft company
focuses to gain competitive advantage because sustainability is not the only factor which help
the company to grow well. Hence, gaining competitive advantage in the market is essential
which is explained in another draft of mission, vision and value. It is suggested that company

may use prising factor in their mission and vision statement.

E- Develop second draft
Mission- To manufacture best technological car in the world and sell them on affordable prices
to target high income customers as well as medium income customers.
Vision- To become the standard which is used by other companies to measure their
performance.
Values- To gain both customer satisfaction as well as employee's satisfaction with the help of
their product offered to customers and organisational culture for their employees.
F- Summarize feedback
Initially mission and vision is made to focus on sustainability and competitive advantage but in
second draft company mainly focus on quality and price to target all variety of customers and
increase their customer base.
G- Draft mission statement
Mission statement of Tesla may include the following points to consider-
 To produce better product portfolio.
 To achieve competitive advantage by offering good quality of products.
 To attain sustainability and use best technology to manufacture their products.
 To sell the cars on reasonable prices to target high and medium income customers.
H- Proposal mission statement for board approval
E-MAIL
Information mail regarding Mission statement for board approval
Hello Board of Directors,
This mail is regarding to mission statement of our company which help employees to
have clear direction for their roles and responsibilities to achieve organisational goal
effectively. The following mission statement has been formed by our team. Please,
approve the mission statement if it is appropriate or provide us suggestions for changing
it.
“Mission statement- To manufacture large variety of electrical vehicles to customers by
focusing on quality and sell them at reasonable prices to attain competitive advantage
and sustainability which further help the company to create large and strong customer
base. “
Looking for your response reply.
Thanks & Regards
HR Manager

Bayside call centre
Assessment 2 - Case Study/Practical Demonstration Assessment
Part A- Case Study Analysis
Environmental scan for Bayside call center
In context of Bayside call center, their existing environment consist of following factors-
 Communication- It is essential for every call center to maintain good communication
within their organization. Bayside call center, employees have good communication with
their colleagues and their senior authority that in case of any issue they easily share with
each other so that a good solution will be opted.
 Break-time and shift management- Break time are important for employees for
refreshment of their minds from heavy work load (Alomi and et. al., 2018). Bayside call
center employees are supposed to work continues for many hours hence, to reduce their
stress their company allow them two time break like lunch time at afternoon and tea time
at evening. Shifts are managed according to the flexibility of employees.
 Rewards- Bayside also provide rewards to their employees who perform well in the form
of increment in their salaries and appreciating their work in front of whole organization.
 Interior design- It impacts much on the mindset of employees and their efficiency as
they are supposed to work within a building. In context of Bayside call center, they make
sure that their chairs must be flexible for employees to sit and their desk must have
appropriate space to keep the small items like lunch box, watch and few more on it. The
walls and curtains are well maintained to provide positive vibes to employees.
 Main work of company- Bayside call center basically aware their customers about
health issues and how they can ask for help related to health issues and to whom. It aware
their customers about the benefits of taking healthcare facilities from a particular hospital
which are in their contracts to their customers.
 New service- Recently, they plan to introduce the new service in their organization and
that is to solve the quarries and issues of customers related to healthcare. They recently

started to suggest best ways to the customers to solve their disputes with specific
healthcare company.
Legislation, regulations and codes of practice
In context of Bayside call center, they plan to use copyright where only they can provide
permission to other businesses to copy their idea. This will help them to maintain the uniqueness
of their services. Standards of conduct is defines below-
 Honesty- It is essential that the company must provide true information to their
customers and customers must share their actual issue with the company.
 Purpose of the call- It is essential that purpose of call will be shared by caller to the
customer in a effective way which can be understood by their customers easily.
Legislation for Bayside call center is Privacy Act 1988, where they are not supposed to leak any
personal information related to their customer to any company, individual or a group of
individual.
Objective, strategies and priorities
In context of Bayside call center their new service of solving the queries of customers related to
healthcare industry is having few objectives which are mentioned below-
 To analyze most common issues faced by healthcare customers and advising them
various kind of solutions to solve the issue.
 To remove the gap of patient (customers of Bayside) and hospitals to change the mindset
of customers.
Bayside call center have following strategies to achieve their objective-
 They finalize the task of the day that how much customers they have to call for one day
and appropriate how much time is given to one call.
 Secondly, they prepare the list of quarries and various kind of solutions to a single
queries to develop diversification in their organization.
In context of priority of Bayside call center, then they have basic priority to solve the quarries
and issues of senior citizens first in their country because most of the health issues are happening
with older age people.

Roles and responsibilities
 The main roles and responsibility of an CEO is to analyze growth opportunities for their
company.
 To make good and effective policies for their organization to achieve their goals
smoothly.
 To keep focusing on financial and operational activities of their organization to analyze
they are working effectively or not.
 To solve organizational big issues by conducting meeting and having face- to face
communication with their employees.
Performance indicators
In context of Bayside call centre, they uses KPI method to measure their performance. It
ensures the qualitative performance of employees for a specific period of time to achieve set
objectives. This method help the employees to identify the direction to achieve their goal and
what should be done to neglect issues and challenges to make better decisions. To achieve their
new target of providing customers a new service to resolve their quarries, they make a list of
work which should be done to achieve new objective of company. Hence, employees are told
that which objectives are necessary to follow like recording customers issues and problems and
provide them various solutions to their single issue so that they have more options to solve the
health related quarry, this objective can be focused majorly. This method help them to measure
the performance on daily basis that in one day how many quarries of customers they have solved
and what kind of feedback they receive from their customers.
Time frames
Company set a particular time to achieve their objectives and they decided to achieve
their objective within one financial year. They set the target to answer almost 180 calls of
customers within one minute of time period and solve at least 140 queries of customers top
satisfy them within one minute of time by whole team.
Below is the time frame which is consumed by the company to perform different activities to
formulate their mission statement-

Consideration of co-operative ventures
Co-operative ventures allow flexible agreement between those companies who come
together to work with each other and achieve their objectives (Devillez and Van Noten, 2018). In
context of Bayside call center, they can use this feature to gain the benefit of limited liability so
that they will not use their personal property to payoff their debts.
Cost-benefit and risk analysis
Cost benefit plan of Bayside call center include to have a budget for each task and
conduct the task on the basis of their plan and budget which is required to maintain the
effectiveness of decisions.