BSBMGT617 Assessment.v1.0

Assessment 2: Case Study

You work as ABC Company's head office manager. ABC Company is planning to act on the recent research that has been undertaken as part of its annual scoping of the strateic planning process. Three changes have been identified:

• Increase customer service satisfaction by purchasing and implementing state-of-the-art customer relationship management software, to be estblished by June. Customer service staff will need to be trained.
• A decision has been made to develop a new luxury hamper product that reflects ABC Companies sustainability environmental policy. Competitors already have a basic one at the low-end of the market, but research shows that they are seeking to move into the luxury market. ABC Company currently has 10% of this market, but wants to increase this to 15% by the end of quarter 4.
• There is a need to introdue a new mentoring program for team leaders and supervirors.

As a result, the business and optional plan must be reviewed and the existing busienss plan revised, redeveloped, implemented and monitored as part of ABC Company's continuous improvement cycle.

As arranged at the recent management meeting, your CEO would like you to review the current business plan and revise or add to the objectives and performance indicators. Seek advice from stakehodlers (your assessor) where appropriate and present your revisions to the management group (classmates and assessor). As part of company improvement, CEO would also like you to develop a mentoring program for team leaders and supervisors, and arrange training for customer service staff of the new CRM system.

Use the business plan revision document provided to you and all the ABC Company policies and procedures for the case study.

1. Review and revise the business plan to ensure it reflects the changes in strategic directions, Submit a new business plan.

• Check that the vision, mission and values are current
• Check whether the changes are in line with the current objectives or whether new objectives need to be written
• Write performance measures for the introduction of the CRM software, the production of the luxury hamper and the mentoring program
• List the financial, human and physical resources required
• List the specific legislation or regulations that the hamper needs to comply with
• List the stakeholders you will consult with the how you will communicate with them
• Review the market requirements for the new product and list pricing options
• Analyse the strengths and weaknesses of the business plan

1. Make a 10-minute electronic presentation to communicate the business plan changes to management to ensure their understanding of performance requirements and time frames

1. Explain how you will ensure that skilled labour is available to implement the changes to the plan.

1. Describe how you will monitor and respond to the business performance of the 3 changes in relation to:

• Profit and loss
• Community awareness
• Environmental impact
• Governance
• Quality
• Sales
• Triple bottom line (environmental impact, social impact, financial position)
• Workforce

1. Develop a continuous improvement checklist to use to review system processes and work methods and ensure system failures, product failures and variance are reported and acted upon.