Operational Plan: Implementing E-commerce & Monitoring Performance

This report presents an operational plan for BBQ Fun's e-commerce integration, focusing on performance monitoring, budgetary control, and employee productivity. The plan includes an action plan template for milestone achievements, strategies for managing financial performance indicators like budget overruns, and methods for enhancing employee performance through training and supervision. It addresses issues such as order mistakes, stock piling, and customer interaction times, proposing solutions like order confirmation, stock clearance strategies, and performance management policies. Furthermore, the report outlines dates for monitoring activities, available resources, progress reporting mechanisms, and specific plans for managing online staff performance and addressing underperformance, including coaching using the GROW model. The ultimate goal is to improve overall sales and operational efficiency through the successful implementation of e-commerce services.

Running head: OPERATIONAL PLAN
Operational Plan
Name of the Student:
Name of the University:
Author’s Note:

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Table of Contents
Assignment 3...................................................................................................................................3
Planning for Monitoring Performance.........................................................................................3
Budgetary and Financial Performance.........................................................................................5
Productive Performance...................................................................................................................6
Employee performance in line with performance management policy.......................................6
Dates for Monitoring Activities...................................................................................................7
Resources available Monitoring..................................................................................................7
Progress Reporting.......................................................................................................................8
Online Staff’s Performance Management...................................................................................8
Employee’s Underperformance Plan...........................................................................................9
Coaching of Underperformed Employees.................................................................................11
Operational Plan Analysis.........................................................................................................13
Reference.......................................................................................................................................19

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Assignment 3
Planning for Monitoring Performance
The management of BBQ Fun has incorporated a plan which can be used by the management to
measure the performance of the company in terms of the new e-commerce strategy which will be
adopted by the management (Kerzner, 2017). The performance of the management needs to be
managed and supervise the activities and in case any discrepancies arises, corrective measures
can be taken by the management. An action plan is provided which shows the milestone
achievement plans of the management of the company.
Action Plan Template for Milestones Achievement
Milestone: Action and/or objective
(to achieve strategic aims of physical or
human resourcing)
Date Person
responsibl
e
Budget or
resources
(where applicable)
Approval of E-commerce project 10th
January
2018
Manager
responsible
for the
project
Documents,
presentation,
Charts and plans
along with
PowerPoint
Presentations.
Development of Plan 20th
February
Departmental
organizers
Planning Charts
and basic
requirement details

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as were approved.
Incorporation of E-commerce Functionality
in the website of the company
15th April Online sales
and
operations
manager and
technical
staff.
Designing of the
Website tools and
systems developers
kit.
Promotion of E-commerce Facilities
available
5th May Marketing
and Sales
team
Marketing
Manager and use
of different kinds
of promotional
tools.
Launching of Website with E-commerce
Facilities
28th
August
Technical
and
Information
Technology
Team
Websites IP, login
ID, General
Settings,
Configurations.
Project is Completed and Successfully
Implemented
1st
October
Senior
Managers
and Top
level of
Various
Documents and
Project Reviews.

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Management
As per the estimates of the management, the full implementation and functioning of the online e-
commerce services can be initiated from 1st October. The management expects that the new
online e-commerce services will help the management of the company with increasing the
overall sales of the company and bring about efficiency in the operation of BBQ Fun.
Budgetary and Financial Performance
The performance of the company in terms of financial performance indicators can be
obtained from the Chief Financial officer of the company. The financial aspect and Budgetary
performance of the company is measured in terms of % of overruns in the budget. The target
which is set for the overruns in the budget is zero. As per the current performance of the
business, the budget overrun of the business is revealed to be 10%. The budgeted cost overrun is
due to the wastage from order mistakes and also due to over piling of stock which arises because
of misuse of system (Adongo & Jagongo, 2013). In addition to this, there is the case of duly
overly long customer interactions. For the purpose of controlling such a situation the
management has to take appropriate steps which are given below:
1. The management in order to ensure that there are no wastages of the resources of the
company, it should confirm the orders which are placed by the clients and if need arises take
partial payments in case of a bulk order.

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2. The management in order to avoid problems which are caused due to piling of stocks needs
to be avoided by adopting strategies for the clearing out the stocks as early as possible.
3. The management needs to conduct an enquiry as to the reasons which are causing budget
coast overruns and plan on corrective measures as well.
Productive Performance
The performance of the company in terms of productivity is measured by overall
performance of the employee and staff of the organization (Attia et al., 2014). The management
of the company needs to maintain the productivity of the business for which the following steps
can be adopted by the business:
1. The key factor which is responsible for the maintaining the productivity of the company
is through effective supervision of the activities of the business. For the purpose of
supervision techniques like budgeting, performance management can be applied.
2. The various supportive conditions on the basis of which the performance of the company
can be enhanced are related to providing better facilities to the employee of the company
so that they can be kept motivated. These facilities consist of working conditions,
incentive schemes, other facilities as well.
Employee performance in line with performance management policy
The employees of the company are considered to the lifeforce of the organization and it is
a known fact that the skill of the workers of the company determine the level of performance of
the business. In case of BBQ Fun, the business is trying to introduce e-commerce facilities which
will be requiring online sales employee which need to recruited. Such employee need to have
proper training in order to effectively handle the online e-commerce facilities which the

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company plans to introduce. The management of the company measures the quality of services
provided by the online sales employee on the basis of % of mistakes made by the person. The
target as set by the management is 1%, however currently the rate of mistakes is around 10%.
The mistakes which are caused by the employee of the company needs to be reduced in order
improve the overall performance of the company. The management needs to exercise strict
control so that the mistakes which are once caused by the employees are not repeated again. In
addition to this, the average time required to resolve a customer enquiry as set by the company is
less than 10 minutes. As per current operations, the average time which the sales team takes is
around 20 minutes. Alternative measures which can be implemented by the management of the
company relates to proper training of the employees of the company who are engaged in online
sales activities. In addition to this, the company needs to employ candidates who have the
necessary skills and ability which is required for the job which is being offered by the
management of the company (Rosenfeld, 2013). This can also reduce the average enquiry time.
Dates for Monitoring Activities
The management of BBQ Fun has prepared a schedule as to the date or milestones for
achieving the set targets of the company. As per that, the management has decided to implement
the new e-commerce strategy to increase the overall sales of the company by 1st October 2014.
The plan of monitoring the activities so that the targets and the set date are met will be the
responsibility of the managers of the company.
Resources available Monitoring
The resources which are available to the company for the purpose of monitoring the
activities of the management includes supervisors, performance charts, budgeting techniques and

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similar other processes. Such techniques and activities of the business aims at controlling the
performance of employees and departments as a whole. The management can install security
cameras in order to monitor the activities of the employees. Another measure which can be
introduce is the biometric entry system which can help the management to keep a track record of
the attendance of the employee. Moreover, production reports, budget variances are important
tools of having a control over the performance of the individuals and various departments as
well.
Progress Reporting
In most of the companies every department needs to submit their respective progress
reports to the management of the company. Similarly, in BBQ Fun every departmental head
should be submitting their progress report to the management of the company on a weekly or
monthly basis. The reports will be both qualitative and quantitative in nature which means it will
be containing charts, analysis, standards set as well as description of the actual results which are
achieved by the company (Laursen & Thorlund, 2016). The progress report is an efficient way of
the management of the company to keep the operational activities of the business under check.
Online Staff’s Performance Management
As per the operational plan which is developed by the management of BBQ Fun, the
management needs to recruit some employees which can work in the online sales team. Another
option which the management of the company has is that to train existing employees of the
company so that the management does not need to recruit employee newly. The employees of the
sales team will be reporting to the sales manager and Human resource manager of the company.

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it is expected from such employees that they submit sales report to the human resource manager
which will be then analyzed to ascertain the performance of the department.
Employee’s Underperformance Plan
The performance of a business largely depends on the employees of any organization as
they are considered to be the life force of an organization. In every organization there is a
requirement of skill workers so that best performance can be obtained. BBQ Fun also requires
skill workers in order to handle the online e-commerce facility which the management of the
company wants to introduce (Maina & Kwasira, 2015). The estimated time for the
implementation of the e-commerce project is on 1st October. Some of the employees have not
been able to deliver above the potential and as per the management has been underperforming.
The causes which can be associated with the underperformance is that some of the employees of
the sales team are still facing problems in effective handling of the system due to lack of proper
training. Then there is the case of increase % of errors and mistakes caused. There are also cases
where the employee has not been able to meet up with the respective standards of performance
which can be an area of concern for the business.
The management can overcome such situations by implementing appropriate remedial
plans which are given below:
1. The management needs to make certain that the employee of the sales team have proper
knowledge and training which is necessary for operating and handling the website. The
training programs of the company needs to be improved so that all areas of concern are
covered in the training.

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2. The appointments of the employees should be on the basis of strength of the individuals
to the designated position for which the individual has been appointed. This way the
company will be able to extract the best out of the employees and the overall
performance standard will rise.
3. The problems which are related to communication and improper after sales services can
be improved with the right amount of motivation provided to the employees of the
business.
Name/position: Sales
Department
Manager: Review
period:
Reference from
operational
plan
Key result area Indicator of
success/
performance
By
when
Status
report
Online Sales
employee
Quality of online sales
services
Achieving 1% or lesser
amount of mistakes
which the employee can
make.
15th
April
Work in
Progress
System and
Website developer
Customer servicing,
operating websites
Better handling of
websites reducing the
mistakes and losses
18th
August
Work in
Progress

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Manager’s comments: Signature:
Date:
Staff member’s comments: Signature:
Date:
Figure 1: (Table depicting individual performance standard)
Source: (Created by Author)
Coaching of Underperformed Employees
The company needs to incorporate measures which can improve the performance of the
underperformed employees of the company. The management plans to follow GROW Model for
effective coaching practices of employees (Passmore, 2014).
1. Goal: The goals, mission and vision of the company should be known to the employees
of the company. In other words, the employee must recognize what is being expected of
him and also what level of performance he needs to deliver (Cox, 2015). The employee
of the company will be requiring the necessary motivation from the management to
perform efficiently. Such motivation can come from better facilities provided to the
employees, better working conditions.

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2. Reality: The management will then be revealing the actual performance of the employee
and make comparison between the standards set in order to establish the performance gap
and then remedial measures can be made.
3. Options: In the option phase the management will be communicating with the employee
about any problem which they are facing and the management will try solving any
problems of the employees.
4. Will: The last phase is associated with the motivation which can be provided by the
management. The management will be adopting all techniques to motivate and encourage
the employees of the company to improve their performance. If the employees are
motivated from within then achieving the performance standard will not be an issue for
the employees.
The coaching plan which was developed for improving the performance of employees of BBQ
Fun are given in a template below:
Employee: Online Sales Expert
Coach/Manager: Sales Manager
Date of session: 28th April
Questions

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Goal State the goals of the Organization? What problems are the employees facing? Is
there a corrective action for the problems faced by the employees?
Reality What are the set standards on which overall performance of the employees is
based? What is the actual performance which is achieved by the employee? How
much is the performance gap?
Options What are the ways in which employees can overcome the performance gap? What
are choices which are there for the employees to improve his/her performance?
Will What are the factors which motivates the employees? How well can an employee
who is motivated, perform in the business?
Operational Plan Analysis
BBQfun operation plan status report Date:
Plan Implement e-commerce strategy Departmen Operations

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goal t
Plan
objectiv
e/s
● Website redevelopment and
purchasing physical
resources
● recruitment and training of
staff
● achieving targets set for
profits
● following the budget
● adhere to timelines.
Person
responsibl
e
Project Officer
Key performance
indicators
Current
status
(Red,
Green,
Amber)
Comments
The new employees as well as the
old employees of the Online e-
commerce team have finished
their training and have the
necessary skills needed for
websites operations
Green All employees are trained to handle
online sales and e-commerce activity,
with more employee still undergoing
training phase. Therefore, this will
improve the overall productivity of the
business.
All new employees need to have
all the necessary skills and
qualification required for the job.
Amber Some members of the sales team do not
have the skills which includes old
employees but they are in the process of
developing the same.

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Key performance
indicators
Current
status
(Red,
Green,
Amber)
Comments
Meeting standards as per Budget
and financial plan of the business.
Amber The management has started to
implement the budget and ensures that
everything is going as per plan, however
it is expected that there might be certain
delays in execution of the plans. The
management as per the performance is
trying to achieve the financial target of
the company which is $ 30000, however
the company is currently earning around
$ 20000. The management has the
expectation that with the implementation
of the new e-commerce facilities, the
company will be able to increase the
overall sales of the company.

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Key performance
indicators
Current
status
(Red,
Green,
Amber)
Comments
Achieving Profit Targets Red The management is not anticipating to
meet the profit targets as certain initial
unproductive costs and cost overruns
have already been incurred by the
company.
Milestone Achievement Green The management as per the plan schedule
of the company, is achieving the targets
of as previously set by the management.
Key Actions
Key action Accomplishments Comments
Initiating a training program
which can result in educating
and training of employees for
the new e-commerce facility
All the members of the e-
commerce team will attend the
training.
The employee who have
finished the training
program have positive
responses which shows
that the program is useful
Development of a proper sales The sales strategies will be The management has

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strategy securing all areas of
consideration and the customer
redressal programs as well
positive vibes about the
new sales strategies.
Risk Update
Risk Contingency Comments
1. Order Mistakes which can
be committed by the
employees
In case of order
mistake the
management plans
to incorporate a
backup plan so that
there is no instances
of wastage.
The management expects the back
plan to hold up in case of such order
mistakes, however the management
does not want such mistakes to occur
in the first place.
2. Employee turnover If the online sales
wants to function
appropriately the
management needs
The management expects that the
plan will be helpful to manages the
employees force of the company.

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to ensure that the
employee turnover
ratio is kept at
minimum.
The recommendations which can be suggested to the management to improve the operational
plan of the business are:
1. The management plans on incorporating a backup plan so that there is no instances of
wastage and mistakes can be kept to a minimum.
2. In order to improve the operations of the business, the management needs to formulate a
retraining plan for employees who are underperforming so that the performance of the
employee can be improved.

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Laursen, G. H., & Thorlund, J. (2016). Business analytics for managers: Taking business
intelligence beyond reporting. John Wiley & Sons.

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Maina, D. K., & Kwasira, J. (2015). Role of human resource planning practices on employee
performance in county governments in Kenya: a case of Nakuru county. Int J Econ Commer
Manage, 3(5), 1569-1580.
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