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(Name of Professor) (University)BBQ fun is an e-commerce business, and its business activities and operational plan are affected by different external factors. Australian government demands different rules and regulations to be followed by e-commerce businesses such as registration of business name and obtaining its Australian Business Number (Business.gov.au, 2019). Policies and Procedures help in guiding the course of action and influence the decisions. In accordance with the operational plan of BBQ fun, the policies can be related to the roles and responsibilities of employees, maintaining the quality of goods and services and health and safety of their employees.
An operational plan provides the employees of an organization with clear pictures of their responsibilities according to the business objectives of the company ADDIN ZOTERO_ITEM CSL_CITATION citationIDAtxduXHz,propertiesformattedCitationrtf (uc0u8220Operations Planning and Management,uc0u8221 2016),plainCitation(Operations Planning and Management, 2016),citationItemsid991,urishttp//zotero.org/users/local/FGhKhGPG/items/UGDXJREP,urihttp//zotero.org/users/local/FGhKhGPG/items/UGDXJREP,itemDataid991,typepost-weblog,titleOperations Planning and Management,container-titleSchroeder Schroeder,abstractPlanning and managing operations well helps an organization to avoid redundant or inefficient work while anticipating and identifying problem areas before they become major issues. Without a proper,URLhttps//www.schroeder-inc.com/solutions/operations-planning-and-management/,languageen-US,issueddate-parts2016,4,19,schemahttps//github.com/citation-style-language/schema/raw/master/csl-citation.json (Operations Planning and Management, 2016). Basically, this plan will help BBQ fun in implementing the e-commerce strategy because it will identify tasks that will guide employees and will lead to the success of the strategy. The existing operational plan will be amended because it has some important elements of the operational plan but misses some of them such as timelines to complete one task and needs a process of monitoring progress. However, it uses the expert judgment to identify the risks that can occur in implementation.
To implement an e-commerce strategy successfully include different resources are required which include the website developers, warehousing for storage of goods, advertising and promotion, customer service department, equipment and office space.
Human resource requirement
Website developers
Four Customer service people
Four warehouse workers
Training of existing employees
Six additional drivers
Physical resources requirement
Office space reconfiguration
Engineering equipment and Trucks
Three forklifts
Action Plan
Action / ObjectiveDatePerson Responsible Budget or ResourceSelection of Vendors for equipment and trucks By 25th Jan Manager
Administration Procurement of equipment By 5th FebManager
Administration For delivery Trucks 300,000
Forklifts 30000Office and Warehouse ReconfigurationBy 15th FebManager Administration50000Recruitment of New employeesBy 25th FebManager Human Resource30000Training of Staff for Customer Service By 5th MarManager Human Resource24000Training of Store ManagersBy 12th MarManager Human Resource27000Communication among stakeholdersBy 20th MarOperational Manager
Balanced Scorecard
Balanced Scorecard is a planning and management tool which helps an organization to communicate and measure and monitor the progress of its strategic targets. ADDIN ZOTERO_ITEM CSL_CITATION citationIDa224046hsn3,propertiesformattedCitationrtf (uc0u8220What is the Balanced Scorecard,uc0u8221 n.d.),plainCitation(What is the Balanced Scorecard, n.d.),citationItemsid987,urishttp//zotero.org/users/local/FGhKhGPG/items/25RGFXLU,urihttp//zotero.org/users/local/FGhKhGPG/items/25RGFXLU,itemDataid987,typewebpage,titleWhat is the Balanced Scorecard,URLhttps//www.balancedscorecard.org/BSC-Basics/About-the-Balanced-Scorecard,accesseddate-parts2019,1,17,schemahttps//github.com/citation-style-language/schema/raw/master/csl-citation.json (What is the Balanced Scorecard n.d.)
KRA (key result area)Target KPI (key performance indicator)ResultSupporting people to perform via training and performance management.Numbers of injuries (Target 0).
Numbers of absentees (Target 3 of total hours).
Anti-discrimination complaints (Target0).
Lost Time Injury Frequency Rate (Target2)
Percentage completion of performance plans and performance management process.
Numbers of coaching sessions completed.
Numbers of operational-related training programs completedSales per representative
Lead conversions
Number of trained staff
Employee Retention ADDIN ZOTERO_ITEM CSL_CITATION citationIDac2it7qcv6,propertiesformattedCitation(Parmenter, 2015),plainCitation(Parmenter, 2015),citationItemsid990,urishttp//zotero.org/users/local/FGhKhGPG/items/ZEX36NE5,urihttp//zotero.org/users/local/FGhKhGPG/items/ZEX36NE5,itemDataid990,typebook,titleKey performance indicators developing, implementing, and using winning KPIs,publisherJohn Wiley Sons,ISBN1-118-92510-6,authorfamilyParmenter,givenDavid,issueddate-parts2015,schemahttps//github.com/citation-style-language/schema/raw/master/csl-citation.json (Parmenter, 2015)Increased employee performance due to training and management. Increasing sales revenue.General ledger accounts financial statements
Revenue target 11 million
Profit target 1,792,286Number of Orders
Net Profit Margin
Higher profitability and business stability Building a reputation for quality products and quality customer service
Raise organizational profile by 20.
Improve client satisfaction performance by 25.Percentage of brand recognition in sought-after categories in periodic customer surveys.
Percentage of customers with positive view of organisational responsiveness, innovation, quality, ethics, safety.
Number of customer complaints.
Delivery times.
Number of returned items.Customer Retention Rate
Customer Profitability
Website Traffic
Customer Feedbacks
Customer Ratings Positive word of mouth from customers. High customer retention rates and low customer churn.
Less cost to acquire new customers Engaging with customers through marketing, research, and personalised service. Completion of market/marketing research.
Completion of customer surveys.
Completion of reports to identify marketing opportunities.Customer engagement level
Monthly New Customers
Positive Reviews from Customers
Customer Feedbacks Increase in Customer Satisfaction
Positive word of mouth from customers.Reduce direct and indirect costs of operationsGeneral ledger accounts financial statements
wages
cost of agent services
consultancy fees
Wastage and associated expenses.
Expense target 5,004,714
COGS target 5,890,000Cost per Order
Cost per customer conversion
Cash flow statement
Accounts Payable Higher profitability and business stability
High spending on marketing and other tasks to increase sales
Contingency Plan
Company name BBQfun
Name of person developing the plan
Name Position Operational ManagerRisks identified
1. Risk of not being able to hire trained staff for customer service
2. Risk of Employee injuries while loading and unloading
3. Risk of loss of IP
Strategies/activities to minimise the riskBy whenBy whomHave clear procedures and standards designed to assess candidates before hiring 1 month HR Choosing Experienced Candidates in the same fields of performance 1 monthHRTrain employees to avoid any customer loss in future 1 monthHREmployee Trainings to Use equipments for loading and unloading 2 monthHRHealth and Safety Rules and policies with documentation 1 monthHRHaving employee insurance 2 monthHRHave contract with Web Developer 1 monthOperations, ITHave a data protection solution2 monthOperations, ITTake Legal Help 2 monthOperations, IT
Proposal
The physical and human resources identified are required to implement the e-commerce strategy of BBQ fun. Since the existing website is in need of improvement and the increased online sales also need warehousing space, new drivers and more trucks. Moreover, to fulfill the staffing needs of improved business, some new staff is required, and existing staff needs to be trained. All these resources will help in the better performance of business. The KPIs are developed to see the increase in performance and are directed towards the organizational goals. By not implementing these resources organization can face failure to provide quality goods and services to customers which will decrease profitability. Company needs to meet the customer expectations by Australian law. This proposal is based on the companys needs and the technical and business requirements of BBQ fun. The following is the break-down of cost for these resources
Costs e-Commerce strategy (initial investment)ResourcesCostsPlant and equipmentDelivery trucks 50,000 x 6 300,000
Forklifts 10,000 x 3 30,000Promotional costs300,000Website developers100,000Staff training Online customer service training 3,000 per staff member 24,000Recruitment costs30,000Management change leadership training for store managers and team leaders3,000 each 1 Brisbane store manager, 4 Brisbane team leaders, 1 Gold Coast store manager and 3 Gold Coast team leaders x 3,000 27,000Warehouse and office reconfiguration50,000Total861,000
Bibliography
Business.gov.au. (2019).Legal Essentials for doing business online. online Available at https//www.business.gov.au/marketing/websites/legal-essentials-for-doing-business-online Accessed 17 Jan. 2019.
ADDIN ZOTERO_BIBL custom CSL_BIBLIOGRAPHY Operations Planning and Management, 2016. . Schroeder Schroeder.
Parmenter, D., 2015. Key performance indicators developing, implementing, and using winning KPIs. John Wiley Sons.
What is the Balanced Scorecard WWW Document, n.d. URL https//www.balancedscorecard.org/BSC-Basics/About-the-Balanced-Scorecard (accessed 1.17.19).
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