BSBMGT517 Manage Operational Plan: E-commerce Strategy & Resource Plan

This BSBMGT517 report details the creation and management of an operational plan for implementing an e-commerce strategy within BBQfun. It covers key aspects such as the role of an operational plan, relevant Australian regulations (Privacy Principles, Consumer Law, Health and Safety, Anti-discrimination, Fair Work, and Intellectual Property), and the research of resource requirements. The report includes role-play scenarios with the Sales and Marketing Manager and a Technology Consultant to determine resourcing needs, followed by the development of an action plan encompassing physical and human resourcing, timelines, milestones, and communication strategies. Performance indicators for operational and financial targets are established, along with a balanced scorecard for a customer service representative. The report identifies risks to the plan's implementation, proposes contingency plans, and presents a proposal for resourcing approval, including cost breakdowns, benefits, KPIs, and risk mitigation strategies. Finally, it reflects on the planning, resource acquisition, and performance monitoring processes, and also provides contingency plans for employee underperformance and health and safety compliance.

Assessment Task 1 BSBMGT517 Manage operational plan
Submission details
Candidate’s
name
Phone
no.
Assessor’s
name Md Rajjaqul Haider Phone
no. 0422118511
Assessment site elearning.aischool.edu.au
Assessment
date/s Time/s
Assessment Task 1: Scenario – Role Play
Scenario of BBQfun
Explain each of the following a to g:
a. the role of an operational
plan in achieving the
successful implementation
of the e-commerce strategy
Operational plan helps h management to
understand the potential opportunities in the
industry along with the organizations current
position, strengths and weaknesses. All this
factor, in turn, helps the management to
develop effective strategy.
b. Australian Privacy Principles APP highlights how most Australian as well as
Norfolk Island Government agencies, all
confidential sector and not-for-profit
companies with an annual turnover of more
than $3 million, all private health service
providers and some small businesses
(collectively called ‘APP entities’) must
handle, use and manage personal
information.
c. Australian Consumer Law The Australian Consumer Law (ACL) includes:
 a national unjust contract conditions
law covering typical form consumer
and small business contracts;
 a national law guaranteeing customer
rights when purchasing goods as well
as services;
 a national product safety law and
enforcement system;
 a national law for unsolicited
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Assessment Task 1 BSBMGT517 Manage operational plan
customers agreements covering door-
to-door sales and telephone sales;
 simple national rules for lay-by
agreements; and
 Penalties, enforcement powers and
consumer redress options.
d. Health and Safety
Legislation
The mention regulation pays attention on the
general as well as healthcare related duties
employers have towards the employees.
e. Anti-discrimination
legislation
This regulation takes care of the fact that
none of the employees working in the
Australian organizations are being
discriminated on the basis of age, disability,
sex, race, gender or sexual orientation.
f. Fair work legislation The mentioned legislation governs the
employee-employer relationship in Australia.
g. Intellectual property rights
and responsibilities in
recruitment and acquisition
of resources
Intellectual property right includes Copyright
Act 1968, Circuits Layout Act 1989, Designs
Act 1906 and patent act 1990.
Research resource requirements
for implementation of e-
commerce.
 Poor online sale along with
medium risk
 High risk for consumer service
quality issue
 Risk of misunderstanding between
the employees
 low risk of loss of IP associated
with the confidential information
contained within the e-commerce
strategy
 risk of not complying with WHS
legislation
Role Play: Arrange with your assessor to Participate in role-plays with relevant
personnel to determine resourcing needs. You will role-play with the
a. Sales and Marketing
Manager – prepare to
discuss human resourcing
requirements
Me: I have been given brief of the issue while
establishing e-commerce faced by your
company. I think one of the chief issue faced
by the company is the lack of employees in
the e-commerce department. I think
recruiting 8-10 employees for online sales
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Assessment Task 1 BSBMGT517 Manage operational plan
and consumer service will be highly
beneficial for the company.
Sales and marketing Manger: Well the
company currently lacks that much fund.
However the stores are overstuffed.
Me: Then we can source 4 of the required
consumer service officers fro the existing
staff. Can’t we?
Sales and marketing manger: That will be
great.
b. Technology consultant –
prepare to discuss physical
resourcing requirements
related to development of
e-commerce website.
Me: Hello.
Technology consultant: Nice to meet you.
Me: so what is the current issue?
Technology consultant: Well our company
lacks physical resources that needs to
develop an e—commerce website.
Me: Is lack of funding the chief issue behind
this?
Technology consultant: Not really, the
management is ready to invest a justified
amount for e-commerce development.
Me: well the. Firstly, we need to invest on
logistics resources. Six delivery trucks will be
sufficient for efficient distribution.
Questionaries Session
Develop an action plan for the implementation of the e-Commerce strategy:
a. physical resourcing (all
major steps for resourcing,
including procurement of
different types of resources,
but not to the detail of
including all procurement
steps for each resource
type)
b. human resourcing (all major
steps, e.g. recruiting,
training, communication)
c. timelines and milestones for
implementing the e-
commerce strategy
d. consultation and
communication (ensure all
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Assessment Task 1 BSBMGT517 Manage operational plan
affected staff are informed
and engagement is
encouraged for all
stakeholders).
Action Plan Milestone:
action
and/or
objective
Date Person
responsi
ble
Budge
t or
resour
ces
Enhance
consumer
base and
loyalty
19/9/22
018
HR and
operation
al
manager
$42,00
0
Building
brand equity
and raising
the
organization
al profile by
15 percent
17/10/2
018
Operatio
nal
manager
$120,0
00
Enhancing
the
performance
of the
employees
through
training
16/11/2
018
Hr
manager
$62,18
7
Incorporatin
g and
managing
efficient
inbound and
outbound
logistics
1/1/201
9
HR,
operation
al
manager,
CEO
65,068
Develop performance indicators for operational and financial targets and amend
or develop existing operational plans to include KPIs and financial targets related
to ecommerce strategy.
Objectives Performance
measures
Tasks
Recruiting efficient employee
for effective consumer service
Enhancement in the
quality of service by
15 percent in the
coming three months
(Boakye et al.)
Proving the employees
with effective on job
training
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Assessment Task 1 BSBMGT517 Manage operational plan
Ensuring an effective inbound
and outbound logistic
Enhancing the amount
of sales by 30 percent
in the following 5
months
Investing on trucks and
other inbound and
outbound logistic
necessities.
Establishing effective
communication with the
consumers
Enhancement in the
consumer base by 15
percent in the coming
three moths
Communicating
through social media
platforms like Face
book and LinkedIn
Develop a balanced scorecard for an e-commerce customer service representative
including three KPIs and associated targets. Note: The current budget and
operational plan for BBQfun is located in Appendix 1. A balanced scorecard
template is located in Appendix 3.
KRA (Key result area) Target KPI (Key
performance
Indicator)
Result
Consumer service Enhancement in
the quality of
service by 15
percent in the
coming three
moths
Marketing spend
per customer
Enhanceme
nt in yearly
revenue
Logistics Enhancing the
amount of sales
by 30 percent in
the following 5
months
Funnel
Conversion Rates
Enhanceme
nt in yearly
revenue
communication Enhancement in
the consumer
base by 15
percent in the
coming three
moths
Customer
engagement
Enhanceme
nt in yearly
revenue
Identify at least two risks to the implementation of the operational plan and
develop a contingency plan for each risk (you may use the contingency plan
template provided in Appendix 4). Risks must include:
a. one risk due to employee
underperformance
Low production rate due to
underperformance of the employee
b. one risk due to breach of
health and safety
compliance responsibilities.
loss of life as well as injuries to consumers or
employees
Develop a proposal for resourcing to be presented for approval to the Operations
General Manager. Include in your proposal:
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Assessment Task 1 BSBMGT517 Manage operational plan
a. description of proposed
implementation of
resourcing
A proposal on the website development for
effective e-commerce
b. breakdown of costs Hiring experts: $27836
For Training purpose:$ 3728
For Creating website: $ 25738
c. benefits to organisation The strategy will impose the volume of sales
through the developed e-commerce platform
d. a list of different
approaches to developing
key performance indicators
Enhance sales volume, positive feedback from the
consumers, attending the complaints of the
consumers on time (Annarelli, Alessandro, and
Fabio Nonino).
e. risks to organisation by not
implementing
Low sales volume, lower competitive advantage
f. outline of identified risks
and contingency planning
Internet security, Security of confidential data, risk
of getting hacked
g. description of sources of
information used to develop
proposal (use internet
research on technical
aspects of e-commerce and
importance to retailers; use
consultation, use company
financial projections).
Approval The approval gain from Assessor:
Consultatio
n With
Subject Media Approval
Signature
Portfolio
“What to be submitted”
Answers all questions
a. Refer to a Balanced Scorecard
template (for example the one
provided at:
https://www.intrafocus.com/201
6/06/balanced-scorecard-example/
The score card in the provided website is
more effective since it include all the four
factors that is consumers, financial, internal
processes, organizational capacity
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Assessment Task 1 BSBMGT517 Manage operational plan
Compare that with the one
provided in Appendix 3. Name two
differences between the two
templates.
b. Choose an “Action Plan
Template” from
www.business.vic.gov.au or from
any other source. Compare that to
“Action Plan Template” in the
Appendix 2. Name one column
you can add to the Appendix 2
template.
The column that can be added in the
provided action plane template is “procedure
to achieve the objectives”
c. You have developed an operational plan for the organisation. You have also
planned and managed resource acquisition. You monitored and reviewed
operational performance. Provide possible answer(s) for questions below:
i. Name one key indicator you
would consider in budgetary
and financial performance.
Gross Profit margin
ii. Name one key indicator you
would consider in productivity
performance.
Financial Metrics
iii. Name one key indicator you
would consider in employee
performance.
Productivity Ratio
iv. Name of software you could
use in milestone achievement
and performance against
targets.
BPM, ERP
v. In managing your
operational plans, you realise
some plans depend on
occurrence of other plans.
Name one software in project
and operation management
that can accommodate this.
Fresh desk, Zoho projects
vi. Name one resource that can
assist you in monitoring either:
(1)Project progress (2)Staff
performance vii. Name one tool
that can be used in managing
KPI for monitoring project progress
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Assessment Task 1 BSBMGT517 Manage operational plan
online staff.
d. In planning and managing
resource acquisition you
conduct induction sessions for
new staff. Name three topics
you discuss during an induction
session with new staff.
1. Health and safety rules
2. Anti discrimination rules
3. Remuneration policies
e. In resource acquisition from
a vendor you would like to
discuss the intellectual
property rights and
responsibilities. You agree with
your vendor that the
intellectual property rights and
responsibilities reside with the
vendor. Why would you agree
on that?
In order to enhance the relationship between
management and vendor
f. Provide two possible
solutions for an
underperforming staff.
Provision of effective training.
Providing both online and offline motivation.
Contingency plan
Company name: BBQfun
Name of person developing the plan: HR Manager
Who was consulted as part of this plan? external consultant to manage
operational planning activities
Risk identified: Low production rate due to underperformance of the employee
Strategies/activities
to minimize the risk By when By whom
Provision of effective
training
22/9/2018 HR Manager
Provision of extrinsic as
well as intrinsic
motivation like
recognisation,
performance appraisal
and others to enhance
employee motivation
22/9/2018 HR and Operational
manager
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Assessment Task 1 BSBMGT517 Manage operational plan
Contingency plan
Company name: BBQfun
Name of person developing the plan: HR manager
Who was consulted as part of this plan? external consultant to manage
operational planning activities
Risk identified: Loss of life as well as injuries to consumers or employees
Strategies/activities to
minimize the risk
By when By whom
Creating effective health
policies as well as
procedure
22/9/2018 HR Manager
Educating employees
about the importance of
abiding by health policies
22/9/2018 HR Manager
Providing effective
training to the employees
so that they abide by the
healthcare policies
22/9/2018 HR Manager
Reference List:
Annarelli, Alessandro, and Fabio Nonino. "Strategic and operational
management of organizational resilience: Current state of research and
future directions." 2016, 1-18, pp.1-18
Boakye, Kwabena, Mark D. Hanna, Bettye A. Apenteng, Linda G. Kimsey,
William A. Mase, Samuel T. Opoku, Charles Owens, Angela Peden, and
Stuart H. Tedders. "Adopting Lean Six Sigma Operational Improvement
Principles in Critical Access Hospitals: Lessons Learned from an Academic-
Practice Partnership." 2017.
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