BBQfun: Monitor and Review Operational Performance - Project Report

This project centers on the evaluation and enhancement of BBQfun's e-commerce operational performance. It involves creating a comprehensive plan for monitoring activities, analyzing performance data, and addressing employee underperformance through coaching and performance management. The project requires the development of a monitoring plan, a contingency plan, coaching and performance management plans, and an operational plan status report, which includes an analysis of budgetary and financial performance, productivity, and milestone achievements. Furthermore, it necessitates the formulation of recommendations for operational improvements and the presentation of these recommendations to the Operations General Manager in a simulated role-play, seeking approval for implementation. The project emphasizes the application of leadership, planning, and communication skills to achieve operational goals and align with organizational objectives.

Monitor and review operational performance
Submission details
Candidate’s
name
Phone
no.
Assessor’s name Phone
no.
Assessment site
Assessment
date/s Time/s
The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be
approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for details.
Performance objective
You will demonstrate skills and knowledge required to monitor and review operational performance.

Assessment description
In response to a simulated business scenario, and using work completed in Assessment Task 1, you will develop,
monitor and review performance systems, analyse performance, identify areas of underperformance, take prompt
remedial action and report on operational performance.
In accordance with contingency planning developed in Assessment Task 1, you will take prompt action to address
employee underperformance. In a role-play, you will coach the employee in accordance with performance management
systems.
You will then prepare and present, in a second role-play, a management report describing the performance system,
performance results and recommendations for changes to operational plans. During the role-play, you will negotiate
changes to operational plans and gain approval for recommendations from the Operations General Manager (the
facilitator/assessor).
Procedure
1. Read the simulated BBQfun scenario information provided in Appendix 1 of this task and in the business
documentation provided by your assessor (the same documentation provided in Assessment Task 1).
2. 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. Ensure you include plans for monitoring and/or documenting:
a. budgetary and financial performance
b. productivity performance
c. employee performance in line with performance management policy
d. milestone achievement and performance against targets
e. dates for monitoring activities in line with scenario
f. resources for monitoring

g. progress reporting at the end of each quarter to the Operations General Manager
h. regular performance management of online staff and lodgement of records with the HR Manager
i. describes the development and implementation of document storage processes in line with organisational
requirements.
Appendix 2: Action plan template
Milestone: Action and/or objective
(to achieve strategic aims of physical or human resourcing)
Date Person
responsible
Budget or resources
(where applicable)
Analyse budget and financial performance End Month Pat ( CEO)
Riz ( finance
chief)
Mehra ( financial
head)
Financial software tools
Revenue/profit targets
Compare departmental productivity Weekly Regional
managers
(Mitchelle/Sween
ey)
HR ( Goodale)
Kim (OM)
Performance indicators
Coaching/training
sessions
Check employee performance Monthly Goodale ( HR)
Regional
managers
Management policies
Performance indicators

(Mitchelle/Sween
ey)
Construct milestone achievement and performance
against target
Quarterly Regional
managers
(Mitchelle/Sween
ey)
Expense targets
Deliveries
Marketing
research/customer
surveys
Set dates for monitoring activities Week 1 Regional
managers
(Mitchelle/Sween
ey)
Recruitment
consultant
Analytical tools
Performance completion
plan
Allocate resources for monitoring Week 1 Regional
managers
(Mitchelle/Sween
ey)
COG targets
Expenses target
Present quarterly progress reports to OM Quarterly General OM,
Kim (OM)
-Risk management plans
-Management reports
-Research reports
Manage online staff and lodge records Daily
(Regularly)
Goodale (HR) -Number of absentees

Kim ( OM)
Lee ( Marketing)
Regional
managers
(Mitchelle/Sween
ey)
-Customer complaints
( CRM)
-Performance process
Breakdown document development and
implementation storage processes
Annually General OM
Kim (OM)
Regional
managers
ERP

3. Ensure that:
a. your plan uses language appropriate for your target audience
b. you keep copies of your work for your records and in line with
the document storage processes you have described in your
plan.
4. 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 (developed in Assessment Task 1).
5. Contingency Plan
6. Company name: BBQfun
7. Name of person developing the plan:
8. Who was consulted as part of this plan?
9. Name Position
10.
Risk identified ( Underperforming section): Sales and Marketing
Strategies/activities to minimise the risk By when By whom
Introduction of e-commerce Immediat
ely
All
departmen
ts
Training of all employees in sales for e-
commerce
June 2014 Lee
(Marketing
)
Regional
manager
Acquisition of new employees July (end) HR (
Mehra
(Financial
dept.

Approved variations to the plan based on
contingencies faced
Change management Immediat
ely
Operations
manager/
HR
Appointment of sales team leaders July Lee (Sales)
Adoption of new website with marketing
software apps
May Lee, legal
consultant
11. Follow your contingency plan and the BBQfun performance
management policy to coach and performance manage an
underperforming employee.
a. Arrange with your assessor to role-play the coaching
session. You may wish to use the performance
management plan template and coaching plan template
(provided in Appendices 3 and 4 of this task) to prepare
for the coaching session.
OM: I have been looking at your performance for the past quarter and you
seem to be the least performing in online sales. During your interview you
proved to be the best candidate in communication skills, is there anything
BBQfun can do to improve your performance?
Employee: I enjoy engaging customers online but I think I need more
training on how to use online content for generating sales.
Appendix 3: Performance management
plan template
Name/position: Online
sales
Manager: lee Review period:
May 2014

Reference
from
operational
plan
Key result area Indicator of
success/
performance
By
whe
n
Status
report
Low
percentage
performance
-Quality online
communications
-Financial sales
generation
-% of
informational or
order mistakes
-average time of
report completion
Mont
h end
incomplet
e
Manager’s comments: incomplete
report of marketing opportunities.
Employee has great communication
skills. Needs additional training
Signature:
Date:
Staff member’s comments: Signature:
Date:

Appendix 4: Coaching plan template
Employee: BBQfun
Coach/Manager: Online marketing consultant
Date of session: 29 May 2014
Questions
Goal As the operating manager, I encourage further skills
development for the employee to gain KPI. However:
How can this employee gain competence as an individual
in order to support better team work efforts?
How can the team leader engage the employee in regular
coaching on targets for professional development and
improved performance?
Reality Employee has greater potential for best performance in
online sales according to KRA. Can the new employee
match up to expectations by reaching the target
engagement time with reduced errors?
Options Coaching the employee for better performance is cheaper
than hiring a new worker. The latter would have to go
through fresh induction and integrating. Despite negative
performance in customer engagement is the employee a
good team player?

Will Continue sales skills and guidance to monitor online
engagement. Encourage creative content use and
evaluate progress after one month

b. Make sure you begin a coaching session with an
explanation of your role as a coach in supporting the
employee to meet BBQfun organisational goals.
12. Analyse operational performance as described in scenario,
and produce an operational plan status report based on the
information provided in Appendix 1. You may wish to use the
Operational Status Report template (provided in Appendix 5).
You will also need to include in your report:
a. a description of budgetary and financial performance
b. a description of productivity performance
c. an analysis of milestone achievement and performance against
targets
d. three recommendations for operational improvement.
Answer in Appendix 5 Template

13. Arrange a time to meet with your assessor to role-play the
presentation of your report to the Operations General
Manager and negotiate recommendations – involving, for
example, changes to plans, changes to implementation of
plans, changes to budget, etc. – and seek approval for the
implementation of your recommendations.
OM: After monitoring the operational report, I think the company has
potential but may need to make some major changes in order to improve
financial performance. Risk reduction is prime on the agenda because of
the budget overrun. I suggest and overhaul of the organizational plan to
incorporate regular training, improve quality of online services and its
speed.
GOM: Does this mean changes in budget allocations?
OM: Definitely, BBQfun needs to invest more in e-commerce strategy
including winning more customers, improving brand market position and
driving traffic to site.
GOM: Have you discussed these with the marketing team?
OM: Yes. Mr. Lee agrees that change in marketing strategies is necessary
but he suggests professional development and use of online sales
strategies like coupons
14. Amend your report to include any variations you have made
to your contingency plan as a result of issues you
encountered or may have overlooked.
New Report in Appendix 6
15. Submit a portfolio of your implementation documents as
outlined in the specifications below. Keep copies of your work
for your records.