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.

Cost benefit-
Particular Amount
Benefits
(A) Increase in revenue 250000
(B) Increase in additional revenue 30000
Total of benefits 280000
Costs
(A) Salary of employees 160000
(B) Cost of additional hardware and software 25000
Total cost 185000
Cost benefit ratio (benefits/cost) 1.5
Risk register- it is the way which is used by organization to analyze the risk of their organization
and how to mitigate their risk. Risk register of Bayside call center is given below-
RISK SEVERITY RESPONSIBI
LITY
MITIGATION AND CONTINGENCY
ACTIONS
Increase in
cost
Medium Finance
manager
Finance manager must analyse the
required activities and then prepare the
budget list of all activities and work
according to the budget.
Lack of
employees
High HR manager HR manager must analyse the job
description which is required to handle
the new services and then hire new
employees accordingly.
Risk of
operations
Low Operation
manager
It can be mitigated by preparing
operational plan appropriately and having

full control over it.
What experts you would consult and why
Experienced and high skilled Managers are consider are good experts for Bayside call
center because they are having well experienced about the behavior of customers and their issues
and what alternatives of solutions will be provided to them to gain maximum satisfaction level.
Implementation and monitoring of the plan
In context of Bayside call center, they can assign a leader for their each group of
employees which will monitor their performance and make sure that the employees are working
according to their set task or not. In context of implementation of plan Bayside call center must
check the skills and talents of their employees and ensure that the right task will be given to right
person who is having appropriate skill to achieve the objective of that task (Hecht, Hiebert and
et. al., 2018). They can conduct a meeting on regular basis to remind the importance of
employee's good performance and increase their motivation level to achieve new objective. In
these meetings they must discuss and compare the company's performance and analyze the ways
to make it better in future.
Review of effectiveness of planning process and opportunities for improvement of planning
Effectiveness of planning process can be review in their implementation task. When
organisation face issues in implementing the planned process then it can be identifies that there is
some error in organisational planning. Secondly, Bayside call centre must take the advice of any
expert in planning process so that the experience and skills of that expert will help them to make
effective planning. There are many opportunities for the improvement of planning process by
Bayside call centre like monitoring the planning process at every stage of its implementation.
PESTEL and SWOT analysis of Bayside call center
SWOT analysis of Bayside call center are given below-
Strength
 The effective skills of employees help
them to achieve their set objectives on
time.
Weakness
 They are lacking behind to manage
their financial department effectively
which further impact upon their

 They apply good strategies and their
performance measuring indicator is
effective to analyse appropriate
performance of employees and help
them to develop it.
operational task.
 They mainly focus to achieve their goal
on time and make strategies
accordingly. Due to this they ignores to
make effective competitive strategies
and this will impact negatively.
Opportunities-
 They can hire new skilled employees
who understand that achieving
organisational goal can not help the
company to maintain their brand image
in market but communicating well with
customers and maintain good relations
with them for longer period of time is
effective.
 Offering new services to customers on
regular basis will help to gain more
customers.
Threats-
 The biggest threat for call centres in
their industry are their competitors.
They are the one who copy the products
and services as any company introduce
it in market. Competitors sell their
substitute on low prices.
 Insurance cost for such business are
increasing day by day.
PESTEL analysis-
Political factor- Australia has monarchy system by having Queen Elizabeth II. They are also
having trade restrictions on their imports and exports. There is a huge checking of goods and
products which are trading from Australia. Hence, this will impact Bayside call center to hire
international talents to their company.
Economic factors- The economical condition of Australia is much better to support their
corporate to grow high (Quesado, Aibar Guzmán and Lima Rodrigues, 2018). Australia is the
country which is one of the least impacted by Covid pandemic. Their GDP is expected to grow
3.1% by the year 2022. Income rate of Australia is becoming high and customers are becoming
health conscious. This will help Bayside call center to influence their customers easily to use
medical facilities easily and solve their quarries as soon as possible.
Social factor- It consist of purchasing behavior of customers, their believes, values and many
others. In context of Australia, their population is highly aware about the healthcare facilities

offered by their country. Hence, this will help them to give proof by Bayside call center that the
information which they are providing to their customers are true.
Technological factor- Australia is considered as high develop country with having good
technological tools and machines. This will help Bayside call center to use advance technology
in their organization to conduct their work effectively.
Environmental factor- Australia is popular country with having beautiful beaches, mountains
and forests. It provide best biodiversity because more than one million species of plants and
animals are found in Australia. They gave to face with some challenges too like forest fire and
many others which impact the business also.
Legal factor- It consist of all rules and regulations made by government to maintain their
discipline (Aruru, Truong and Clark, 2021). Australia is the country which has effective trading
law, consumer law and many others. Australia Privacy Act 1988 states that the personal
information of patients can be stored by company without leaking it.
Part B – Practical Demonstration
(Covered in Appendix)
Task 3- Report Study Assessment
Provide strategies for the following
Communication plan-
 Focus on the issue not person- This is best strategy followed by Bayside call center
where they did not focus on the customer, their good or bad behavior and their attitude.
They just focus to solve the quarries of their customers as soon as possible.
 Identify the needs of targeted customers- It is effective for the company to identify the
needs and wants of their customers to achieve their satisfaction level and have good
relations with them by communicating for the same service which they need to find in
market. Provide after service- It is the service which is provided to customers after selling a
particular service or product. In context of Bayside call center, they can focus to maintain
good relations with their customers by asking them whether they required any other help
from the company even after selling their services to them.
Role management-

 Decide the role in organization effectively- It is a good strategy by any company where
they decide and fix the roles of their employees within their organization effectively
according to their skills and talents. Good level of supervision- It is essential for the company to hire effective supervisors
who can supervise the employees that they are conducting their job role effectively or not
and in case they are not performing well then this managers can explain them the correct
ways to develop their performance.
Monitoring progress and implementation plan-
 For monitoring progress company is required to maintain the record of their performance
and compare it to next year performance to analyse whether they have actually
progressed or not. In case they did not get good progression then they must analyse the
ways to perform better. For implementing the plan which is made in above report, Bayside call centre must
analyse the skills and talents if their employees and find out whether the skill and talents
of their employees are effective or not to implement the plan. In case they are having
good talented employees then they must distribute the roles and responsibilities
accordingly and in case if they don't have the employees for effective implementation of
plan then they must hire more employees according to their requirement (World Health
Organization, 2019).
Evaluation strategies to achieve objectives-
 To achieve the objective of the company it is essential that each employees in the
organization must have clear idea of their organizational objective and the timeline which
is decided to achieve their objective. Secondly, to remove the gap of patients and hospitals, Bayside bakery must make sure
that they will communicate with the patients to represent the services and benefits of
hospital facilities.
Refinement of the plan-
 Refinement means to make small changes in the plans to make it more effective (Ma,
Mayfield and Mayfield, 2018). Sometimes the effectiveness of plans are evaluated during
its implementation. Hence, the above mentioned plan for Bayside call center must include

one more thing and that is focused on organization structure because organizational
structure also impacted to achieve organizational goal effectively.
Reviewing effectiveness of plan for improvement
The following process will be followed for continuous improvement in the plan-
 Plan- It require to set target for improving organizational performance (Bryson, 2018).
This time the plan consist to include those factors which get ignored last time and
impacted the business to achieve their goal.
 Do- It consist of implementing the plan or target which is set basically to improve
previous plan after knowing the factors which get missed earlier to be considered.
 Act- It consist of taking actions to improve performance. Analyzing what all activities are
required to make good performance for companies and implement them.
 Check- It consist of comparing actual performance with set targets. After analyzing
actual performance companies are required to check whether they achieve their target or
not.

REFERNCES:
Books and Journals:
Alomi, Y.A. and et. al., 2018. The evaluation of pharmacy strategic plan in past 2013-2016 and
forecasting of new vision 2030 at ministry of health in Saudi Arabia. J Pharm Pract
Community Med, 4(2), pp.93-101.
Aruru, M., Truong, H.A. and Clark, S., 2021. Pharmacy Emergency Preparedness and Response
(PEPR): a proposed framework for expanding pharmacy professionals’ roles and
contributions to emergency preparedness and response during the COVID-19 pandemic
and beyond. Research in Social and Administrative Pharmacy, 17(1), pp.1967-1977.
Bryson, J.M., 2018. Strategic planning for public and nonprofit organizations: A guide to
strengthening and sustaining organizational achievement. John Wiley & Sons.
Devillez, F. and Van Noten, S., 2018. How to develop a digital solution for mobile that improves
the customer experience in the construction industry and how to implement it?
Qualitative market research and strategic design thinking.
Grant, R.M. and Baden-Fuller, C., 2018. How to develop strategic management competency:
Reconsidering the learning goals and knowledge requirements of the core strategy
course. Academy of Management Learning & Education, 17(3), pp.322-338.
Hecht, R., Hiebert, L. and et. al., 2018. The investment case for hepatitis B and C in South
Africa: adaptation and innovation in policy analysis for disease program scale-
up. Health policy and planning, 33(4), pp.528-538.
Kim, E., Beckman, S.L. and Agogino, A., 2018. Design roadmapping in an uncertain world:
implementing a customer-experience-focused strategy. California Management
Review, 61(1), pp.43-70.
Quesado, P.R., Aibar Guzmán, B. and Lima Rodrigues, L., 2018. Advantages and contributions
in the balanced scorecard implementation. Intangible capital, 14(1), pp.186-201.
World Health Organization, 2017. Global action plan on the public health response to dementia
2017–2025.
World Health Organization, 2019. Global action plan on physical activity 2018-2030: more
active people for a healthier world. World Health Organization.
Online
Australia PESTEL Analysis - Comprehensive Country Outlook (2021). [Online] Available
through: <https://pdf.marketpublishers.com/bac_swot/australia-pestel-analysis-comprehensive-
country-outlook.pdf>

Appendix-
The student demonstrated their ability to: Achieved
Yes/ No
Explain the purpose of the meeting to the team  Yes  No
Use effective interpersonal, communication and presentation skills to explain to the team
the issues/ problems that have been identified
 Yes  No
Conduct the meeting in a leadership style that is appropriate for purpose and
membership of group.
 Yes  No
Encourage positive contributions from all members of group.  Yes  No
Act in a way characterised by integrity and credibility  Yes  No
Apply knowledge of basic theory of group behaviour to control and guide the group to
making a decision on the issue/ problem
 Yes  No
Encourage the team to participate in the solution for the issues  Yes  No
Analyse the risks associated with the options suggested  Yes  No
Act in a professional manner and model the standards of the organisation  Yes  No
Implement decision making skills to demonstrate good judgement  Yes  No