Operational Plan: KPI, Budgeting and Call Center Development

This report provides a comprehensive analysis of operational plans, exploring various strategic planning approaches, including basic strategic planning, goal-based planning, alignment planning, and scenario planning. It examines how these approaches can assist organizations in achieving their objectives. The report also delves into the development of key performance indicators (KPIs) to meet business objectives, outlining different approaches such as SMART goals, lifecycle, and risk-based approaches. Furthermore, it explains budgeting terms like 'forecast income,' lists main expenditure categories, and outlines a process for budget development. Part B focuses on a call center operational plan, including equipment and human resource requirements, a procurement plan, and the application of KPIs to ensure optimal performance, along with financial monitoring strategies.

Running head: OPERATIONAL PLAN
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Name of the Student
Name of the University
Author Note

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PART A
Question 1 Explain how an operational plan can assist an organization to achieve its objectives.
The main purpose of the operational plan is to provide the business organization a clear
picture of the tasks and responsibilities. It helps the organization to achieve its objectives so as
by highlighting its goals which are contained within the Strategic Plan. The operation plan helps
the organization to achieve its objectives so as by providing the company with a plan to
implement the strategies which are contained within the Strategic Plan (Clemen 2017). Therefore
it is a management tool which is used to facilitate the coordination of the resources in the
organization. According to the author this plans are known to help the organization to set various
types of human, financial and physical goals and objectives in the strategic plan to be achieved
(Abel, Barth-Maron and Brawner 2015).
Question 2 Explain how operational plans are developed by using the basic strategic planning
approach.
The basic strategic planning approach requires the top management to identify the main purpose
of the company or stating the vision of the company. Then the top management will have to
clearly define the goals and select them. This will help the company to achieve them more easily.
Then the basic and specific strategies need to be implemented in order to reach the goals and
identify the actions (Kok,Peterson and Agar 2017). After identifying the actions the team will
have to identify the strategies which will be required to achieve the goals. Thereofre by updating
the plan the actions needs to be planned out. After this process the person needs to assign the
various resources to the particular team. The resource mainly includes the people, technology,

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budget and many more things. After all this the team will have to monitor the progress update of
the report.
Question 3 Explain how operational plans are developed by using the goal-based planning
approach.
In order to develop an operational plan by using the goal based planning approach the team will
have to analyze the SWOT analysis of the company or organization. After identifying the
strengths, weakness, opportunities and strength the team will have to analyze the internal and
external assessment. The goal based approach mainly requires analyzing and identifying and
prioritizing the goals of the business, design programs in order to achieve the goals. After
following all these processes the team will have to update the statements which will further help
the organization to establish the action plans while keeping in mind the objectives of the business
organization. The team will then have to sit down and prepare a plan for recording the issues and
promote strategies to achieve them. The last process is developing an operational plan from the
multiyear strategic plan and develops the budget to carry out the process. The team should also
monitor the plan and review it (Birkland, 2015).
Question 4 Explain how operational plans are developed by using the alignment planning
approach?
The alignment planning approach is basically a planning group which is known to outline the
organizational mission, programs and various other types of resources which are required. The
process of developing organizational plan with the help of alignment planning g approach helps
the organization to outline the various types of mission, programs, resources and other
requirements to develop the plan (Andel, Huebschwerlen, Miller & Piston 2018). The team will

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have to next identify the strategies which are required and various type of programs which will
work well in the operational plan. The team then has to determine the improvements which are
required in the proposal. In the last process the team identifies the various types of things which
are required to be improved. They then make necessary changes for the improvements in the
strategic plans (Ramírez & Wilkinson 2016).
Question 5 Explain how operational plans are developed by using the scenario planning
approach?
The scenario based approach is mainly known for developing the operational plans by examining
the external forces only which are related only for the direct change that might influence the
organization (Kibira, Feng & Morris 2018). For each of the changes which are processed in the
program or the plan the tem will have to discuss the possible future scenario for the changes
made. The scenario planning approach in developing the operational plan will define the critical
uncertainties and develop the possible scenarios that will discuss the impacts and the responses
required (Albert, Von Haaren & Lovet 2016).
Question 6 Outline three different approaches to developing key performance indicators (KPIs)
to meet business objectives.
 The smart goals approach is an acronym for Specific, Measurable, Achievable, Realistic
and Timely. The approach incorporates all these criteria to focus on the efforts and
increase the chances of achieving the goals. Smart goals are specific, well defined, clear
and unambiguous (Lei, Jayachandran & Ozcan 2017).
 The Life cycle approach helps the management in making better choices in the whole life
chain of the process followed by the company. It help the organization in sharing the

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roles and responsibilities the members play in the team. The relevant impacts are also
measured in this process (Anand & Grover 2015).
 The risk based approach helps the company to assess the risks which are generated in the
company. It also helps the company to take appropriate actions in accordance with the
level of risk. The risk based approach involves identifying the areas of high risk.
Question 7 Explain what is meant by the budgeting term ‘forecast income’?
The term forecast is used when a company or organization is estimating the future of the
business trends and providing various types of outcomes which are based on the historical data.
The term budget is the financial expression of the business plan where the forecast is the
prediction of the upcoming principles and trends in the business on the basis of present business
condition (Miller, Glick & Reim 2018). The term forecast income means budgeting the expenses
and revenue which will further bring in profit to the business. The forecast income is used by the
organization which deals with huge amount of data and provides huge supplies to the consumers
(Barr & McClellan 2018).
Question 8 List the main expenditure categories that should be included in a budget.
The main categories of expenditure which should be included in the budget are given
below:
 Wages and salaries of the employees working in the organization.
 The raw materials which are imported inside the business.
 The land and building which are used in the organization to carry out the business
process (Ferrer-Rosell & Coenders 2018).

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 The administrative cost of the organization
 The fees which are provided by the company to the different contractors of the
business
 Also the cost of the property which is acquired by the business such as the
business buildings which are taken on the rental basis, and leases (Heikkil,
Montewk & Kujal 2017).
Question 9 .Outline a process that can be followed to develop a budget
The outline of the process which is to be used to develop the budget is given below :
 First the team will have to identify the goals which are proposed by the company.
 Secondly the team will have to identify the cost which are associated with the business.
The costs mainly include the fixed cost and other types of expenditures made in the
business (Devadiga, 2017, October).
 The third step is to identify the variable cost of the business.
 The fourth step is to review the current income of the business and review the projected
income of the plans.
PART B
Task 1 Consultation Plan

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Task 2 a) The list of equipments and human resources which will be required to operate the call
centre are :
 headsets
 computers
 printers 2
 kitchen- hot water, kitchen supplies
 toilet paper
 toilet brush
 hand wash
 paper towel
 hand drier
 human resource
 software system

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 predictive dialers
 data handlers
 50 tables and chairs
 call recording software
b) Introduction
BizOps Enterprises has decided to relocate their 50 seat call centre to regional
Victoria. The call centre has a capacity for 50 seats. The call centre operates 24 hours, seven
days per week. It is envisaged that staff will work in three shifts:
 Day shift, 7am to 3pm
 Afternoon shift, 3pm to 11pm
 Night shift, 11pm to 7am
According to the survey15 staff from the Melbourne call centre has agreed to relocate
to the new call centre. The call centre must be fully operational in exactly twelve weeks
from today. The budget which is proposed for the plan is $4,800,000.00. The new things
which are required to be bought by the company to operate the new call centre are headsets,
computers, printers, kitchen- hot water, kitchen supplies, toilet paper, toilet brush, hand
wash, paper towel, hand drier, human resource, software systems. Therefore availability of
the spare parts at the right time with the right quantity is very crucial to ensure a smooth
operations and sustainable production. The demand of the spare parts and the new things
have increased just because in the increase of operations (Gruel & Stanford 2016).

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A procurement officer is also very important for the company as because he will be
responsible for the purchasing and buying the products and supplying it to the office
(Schwanke & Reime 2018). The procurement officer will also be ensuring that the
organization is making the right quantity of goods or services are available that will satisfy
the end users and meet their requirements.
Scope
The procurement officer will mainly buy the goods and equipments from IBRRI
which is the nearest shopping mall. The purchase procedure must be short and smooth in
order to avoid the long and delay in purchase procedure. The approval process of the
purchase should be given by the Field Manager only. The payment procedure will be
carried through credit card or through the cheques which will be issued by the Field
Manager only (Dantam, Chaudhuri & Kavraki 2016).
c) The three KPI or the Key Performance Indicators which will be required to ensure that the
overall performance of the call center is using the smart method of work are described below:
 Sales per agent – it will determine the sales procedures which are made by each of the
employee who are working in the call centre. Based on this the company will be able to
determine the market growth rate which will analyze the change in size of the amount
which will be given to the customers in a particular sector over a period of time. With this
the satisfaction of the customers will be also calculated and defined how the sales agents
are meeting the customers need. The social networking footprint will also be increased as
because the organization will be able to identify the extent to which it is getting
represented in the social media.

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 Peak hour traffic – it will be able to determine how the team lead is manipulating the
members of the tem to the particular task. In the peak hours traffic the employees might
have to work overtime in order to meet the daily target. The vision of the call centre is to
serve the customers with a life time value.
 Revenue per successful calls - For this it is expected that the employees will be
generating a high amount of revenue throughout the entire relationship with the company.
In order to meet the daily target and results the employee will have to focus on the
indicators or the parameters which will aid to improve the results. Therefore the KPI
needs to be very simple but it should be able to provide timely information.
d) In order to track or monitor the process the financial team will be tracking the revenue,
expenses, profit and cash flows. The sales team will be responsible for capturing the
customers data, deal with the revenue targets. The two departments which are placed in the
new locations will be monitoring the KPI. They will also deal with the customer satisfactions
which is the primary focus. In this case the department might want to measure the results of
the surveys which are made by the employees. The marketing group might often require
some of the most important job such as generating the values of the sales generated and
creating a brand awareness which should be at the heart of the focus for the team.
e) In order to develop a system the team might use the supervisor’s computer with the
passwords and other special types of check points to go to the secure system. It is generally
maintained to ensure that the person is maintaining security and confidentiality of the data
which is collected in the following process. The team might also go directly to the IT
department to get an entry into the secure system in order to keep all the track of records. The
team should also keep the track of the record in both hard copies and as well as soft copies.

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The organization can also keep the record of the information in various types of cloud data
services which are generally provided by the third party companies.
Task 3 Contingency plan
Low Medium High
short of staffs
Phones not
delivering on
time
manage job
role-
Task 4 Operational Plan
Mission
The most professional approach for the
client, for the company and for
ourselves.
Vision
 Information business leader
 Desired employer
 Main information source
Objectives
To shift the office from the
main place to regional
Victoria
Call Centre strategy
 Experiment with customer
service
 Gathering feedback from
the customers
 Plan staffing with
scheduling and WFH
Action Plan for
key deliverables
 link with previous
 Introduce the
process and goals
 Present progress
of the work
Key Performance
Indicators
 Sales per agent
 Peak hour traffic
 Revenue per successful
calls

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Task 5 A RECRUITMENT AND DEVELOPMENT STRATEGY
Risk management
 Identify the opportunities
 Determine the likelihood of
the impact
 Estimate risk and review risk
Action plan
 Choose the appropriate
goals and align with
objectives
 Identify who is responsible
for each action step and
plan
Approvals
 Approvals will be
given by the top
management and the
facilities.
A RECRUITMENT AND DEVELOPMENT STRATEGY
 . The number of staffs who will be recruited in the procedure is 50
 The call centre operates 24 hours, seven days per week. It is envisaged that staff will work in
three shifts:
 Day shift, 7am to 3pm
 Afternoon shift, 3pm to 11pm
 Night shift, 11pm to 7am
 Skills which are required for the recruitments and selection at BizOps’ are
 To field dozens of phone calls every day
 Attention to the detail of communication
 Clear and effective communication.
 Adaptability to the resources which are being changed
 Positive attitude towards work culture and the atmosphere
 In order to source the candidate the organization will post the job description on the online job
boards, post advertisements on the social media and gather referrals from the third partv
organizations. The organization will have to go to the recruiter for networking the events and
examine the existing pools of candidate who are required to do the job.
 In order to protect the property of the company new and high quality CCTV camera’s will be
installed in every corners of the rooms available.
 The initial training which will be provided to the employees before sending them to the team
are:
 10 days voice and telecom training
 15 days live customer chat and support training
 Initial examination
 Then final procedure to send them to respective teams
 For the coaching and mentoring process the mentors and team leaders will overlook them and
asses them regularly.