BBQfun's Operational Plan: E-commerce Implementation

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Manage operational plan

Table of Contents
Task 1...............................................................................................................................................1
1. Write a brief summary of the BBQfun operational environment............................................1
2. Research resource requirements for implementation of e-commerce strategy and develop an
action plan for the implementation of the e-commerce strategy. In your plan include:..............2
3. Develop performance indicators for operational and financial targets and amend or
develop existing operational plans to include KPIs and financial targets related to e-commerce
strategy.........................................................................................................................................4
4. Develop a balanced scorecard for an e-commerce customer service representative including
three KPIs and associated targets................................................................................................5
5. Identify at least three risks to the implementation of the operational plan and develop a
contingency plan for each risk.....................................................................................................6
6. Develop a proposal for resourcing to be presented for approval to the Operations General
Manager.......................................................................................................................................9
7. Present proposal for approval by the Operations General Manager...................................11
Task 2.............................................................................................................................................12
1. Plan and implement physical resourcing...............................................................................12
2. Plan and implement human resourcing..................................................................................13
Task 3.............................................................................................................................................17
1. Prepare a plan for monitoring performance from the start of implementation to the end of
the financial year. You may use the action plan template (provided in Appendix 2) or create
your own plan............................................................................................................................17
2. Identify areas of employee underperformance, determine possible remedial actions and
prepare to performance manage underperforming employees. Refer to, follow, or adapt,
existing contingency plan for underperforming employees......................................................19
3. Follow your contingency plan and the BBQfun performance management policy to coach
and performance manage an underperforming employee. Arrange with your team member to
role-play the coaching session...................................................................................................21

4. Operational Status Report...................................................................................................24
5. Arrange a time to meet with your assessor to present your report to the Operations
General Manager and negotiate recommendations....................................................................28

LIST OF TABLES
Table 1: Action plan........................................................................................................................2
Table 2: Key performance Indicators..............................................................................................4
Table 3: Balanced scorecard for an e-commerce customer service.................................................5
Table 4: Contingency Plan...............................................................................................................6
Table 5: Monitoring performance plan..........................................................................................17
Table 6: Employee underperformance areas.................................................................................19
Table 7: Performance Management plan.......................................................................................21
Table 8: Coaching plan..................................................................................................................22
Table 9: Operational plan status report..........................................................................................24

Task 1
1. Write a brief summary of the BBQfun operational environment
BBQfun organisation is intending to increase its market share and customer access with the
introduce of an e-commerce strategy. The operational strategy requires re-developing the
operational environment and hence, all the relevant statutory and legislative requirements are
required to be considered to run e-commerce business efficiently in Australia. The BBQfun is
required to get registered to legally conduct the e-commerce business. Following are the
regulatory provisions that organisation must adhere to ensure the online business conduct is in
accordance with ethical and legal standards and norms:
 Consumer and private protection policy
 Trade policies
 Tax policy
 Labour market policy
 Anti discrimination act
 Fair work act
 Intellectual property rights act
 Education and training policy
The plans and procedures of BBQfun are adopted to ensure quality performance of the
employees as well as organisation. The policies are framed to support the employees in
improving their performance and engage customers to build a unique brand identity. In addition,
the purpose of policies is to ensure consistency and transparency in the operational activities.
The operational plan of BBQfun depicts the clear understanding of how team members and
different department strive their efforts towards the strategic goals. The operational plan plays an
important role in implementing the e-commence strategy by assisting and guiding employees in
executing their tasks aligned with the strategic goals.
The BBQfun organisation is intending to revise the existing operational plan with e-commerce
strategy so that it can enhance its revenue and market share along with the customer satisfaction.
The operational plan is amended by setting project goals, arranging resource requirements,
identifying performance indicators, relevant project risks, and monitoring actions.
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2. Research resource requirements for implementation of e-commerce strategy and develop an
action plan for the implementation of the e-commerce strategy. In your plan include:
The new e-commerce strategy of BBQfun is required to arrange physical and human resources.
The physical office and warehouse space is required to be reconfigured. 3 forklifts and 6 delivery
trucks are required to be purchased. To manage and increase online customers, minimum 4 sales
and customer service executives are required to recruit through external mode of recruitment
while other 4 employees will be recruited through internal source of recruitment due to
overstaffing at some stores of BBQfun. The management is required to hire 4 warehouse staff
and 6 delivery drivers to fulfil the delivery demands of the customers timely. The BBQfun
organisation is required to provide appropriate training to their staff, leaders and management at
different levels so that handling of all the operational activities can be done efficiently. BBQfun
is required to contact the website developer also for the website development. The organisation
is required to arrange meetings for the engagement of all its staff members and stakeholders to
identify their interest in the project of e-commence strategy.
Table 1: Action plan
Milestone: Action and/or objective
(to achieve strategic aims of physical or
human resourcing)
Date Person
responsible
Budget or
resources
(where applicable)
Office and Warehouse reconfiguration 30/06/201
5
Kim Chen,
operations
General
manager
$50,000
Purchase of plant and equipment 30/11/201
5
Kim Chen,
operations
General
manager
$330,000
Recruitment activities 01/02/201
6
Les
Goodale,
Human
resource
$30,000
2

manager
Recruitment of additional staff 01/03/201
6
Les
Goodale,
Human
resource
manager
$ 1,680,000
Website developers 01/06/201
6
Sam Lee,
Marketing
manager
$100,000
Staff and management training 01/07/201
6
Les
Goodale,
Human
resource
manager
$51,000
Promotional activities 01/09/201
6
Sam Lee,
Marketing
manager
$300,000
Other activities 01/10/201
6
Riz Mehra,
chief
financial
officer
$781,000
3

3. Develop performance indicators for operational and financial targets and amend or develop
existing operational plans to include KPIs and financial targets related to e-commerce
strategy.
The BBQfun organisation has currently a website however; it does not have the feature of e-
commerce functionality. Hence, to redevelop the website to attain the financial and operational
targets, following key performance indicators are required to be considered:
Table 2: Key performance Indicators
KPI Particulars
Cart abandon rate It refers to the percentage of visitors who add products to the
cart available at the BBQfun website; however does not
proceed to purchase.
This performance indicator helps the organisation in identifying
the lacking areas in which necessary improvements can be
made to improve the purchasing rate of the visitors.
Revenue generation per client It relates to the revenue earned by the BBQfun from its
customers purchasing through online mode. The return on
investment can be identified with the help of this performance
indicator.
Process optimisation Every customer expects to get their delivery after their order
takes place as early as possible. Hence, this indicator helps to
identify the effectiveness and timeliness of delivery process of
the organisation.
4

4. Develop a balanced scorecard for an e-commerce customer service representative including
three KPIs and associated targets.
Table 3: Balanced scorecard for an e-commerce customer service
KRA (key
result area)
Target (Current) Target (Next) KPI (key performance
indicator)
Result
Customer
30% 50% Survey Excellent score maintain
high level of
customer
satisfaction
15% 10% Cart abandon rate
440 500 Revenue generated per
client
increase
customer
profitability
10 5 New customer
acquisition cost
300 350 Number of new
customers
Develop and
improve
customer
network
5% 10% Market share
Internal
Process
300 350 Average time for call
handling
Improve call
handling
expertise
5% 10% Scheduling adherences
6 4 Process optimization Improve
existing
service
delivery
5

5. Identify at least three risks to the implementation of the operational plan and develop a
contingency plan for each risk
While implementing the operational plan for BBQfun, there has been identified number of risk
that hinder the implementation of operational plan, major risks identified was related to under
performance of the employees. Evidences related to lack of skills, as well as lack of motivation
restrict employees to accomplish the defined task in the specific manner. There has also been
identified that organization lacks behind in terms of training. Another risk identified is related to
management of intellectual property. It is the known fact that whether it is the customer data,
operational information or trade secrets, intellectual property plays an important role in driving
the revenue for any business organization. Therefore while implementing the operational plan for
running of E commerce business, it is important for BBQfun to minimise the risk related to
intellectual property.
Breach of health and safety compliance responsibilities is also an issue identified that restricts
the implementation of operational plan. There has been identified low level of risk as the
organization do not comply with WHS legislation in term of musculoskeletal disorder that result
into poor customer service workstation deign
Table 4: Contingency Plan
Contingency Plan
Company name: BBQfun
Name of person developing the plan
Who was consulted as part of this plan?
Name Kim Chen
Position Operations general manager
Risk identified: Employee underperformance, management of
intellectual property and breach of health and
safety compliance responsibilities
Strategies/activities to minimize the risk By when By whom
Risk related to employee underperformance can be eliminated At the initial Human
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by providing adequate training to the resources. Human
resource manager must focus on identifying skills and abilities
of the employees so that interest towards the assigned task or
job can be improved. Risk can be minimised with the help of
appropriate communication so that employees are clear about
their roles and responsibilities. In addition to this, motivation
will also support improving their performance that will
contribute towards appropriate implementation of operational
plan.
stage of the
plan
Resource
Manager
Intellectual Property (IP) risk factors have been identified
related to loss of confidential information related to E
commerce strategies. This can be prevented by safeguarding
the information with the help of strong access control. It is
strongly recommend storing ideas, creation and manuscripts at
a safe place. The organization must make use of adaptive
authentication along with risk analysis. In addition to this, non
disclosure agreements are essential for preventing the rights
related to intellectual property.
Further IP related risk can be minimised by undertaking the
process of copyrighting and patenting the techniques and work
and this will help to limit the trade secrets for managing the
relationship with developers.
At the initial
stage of the
plan
Operations
General
manager
Risk related to health and safety compliance can be improved
by developing the health and safety plan for promoting health
and safety at the workplace. In context to musculoskeletal
disorder, it is important for officials to organize so the
programs that in detail elaborate the symptoms, causes, as
well as preventive measures for curing the disease. In addition
to this, it is important to inspect the comfort of seating
arrangements that will contribute to minimise the level of pain
in muscles and joints. It is also important to train employees to
Regularly at
the
workplace
Human
Resource
Manager
7

make them aware about the risk of health and safety disasters.
8