Case Studies 1, 2 ABC Company sells a range of exclusive products across Australia through 1 online and 100 retail stores. The organisation is committed to: Offer innovative product solutions and meet the changing needs of customers Providing high quality and innovative products and services to customers Deliver great customer service Employing professional and enthusiastic staff Adopting sustainable work practices and provide 'green' products Undertaking continuous improvement processes The business has a 5 years plan which is to consolidate its position in the market as a lead retailer for 'green' and sustainable solutions for high quality exclusive products. To do this, ABC will focus on the following business goals: Financial stability: Increase revenue by 15% (compared to the previous 12 months) by the end of the financial year Maintain annual profit levels of 15% of revenue for all products and services, calculated at the end of each financial year - Reinvest 75% of profit back into the business at the end of each financial year Market position: - Maintain the number one rating in the annual national industry customer service awards Launch new high-quality exclusive consumer products to meet customer demand, ahead of competitors, within budget and by the agreed deadlines Right people: Provide induction training at the commencement of employment to train new employees to be knowledgeable, helpful and enthusiastic - Provide the physical, human and time resources to support an annual professional development program for all ABC employees Stakeholders include senior management team, retail store manager, sales staff, online store manager, customers and recruitment agency. Budget To $3,000,0 00 total and needs to be supporte d by a business case from each store $5,000 per outlet TO Activity Objective Resources Procedures Responsib When? (What is to (Why will (Where (How will it be le person be done?) we do it?) will it be done?) (Who will done?) do it?) Revisit sales It will be Update each Outlet 30 June budgets and increase done across outlet's sales managers develop the sales the 100 budgets to outlet-by- of the outlets. reflect the outlet sales services increased strategies component targets. that add of the Each outlet is to onto the business develop a sales national by 15% by strategy to sales 30 June support the new strategy. targets. Acquire Install a Contact ABC IT Outlet 31 additional facilitate multi- service and managers August resources - communic channel support to video- ation dedicated arrange for conferencin between video- supply and all retail, conferencin installation. equipment. online and a facility at Allocate costs phone each outlet back to each outlets and outlet reduce travel time and costs. Acquire To provide Purchase a Contact Head office 31 July additional a delivery new van for suppliers obtain marketing resources - service each outlet quotes and manager delivery and and detail it purchase the van provide with the required brand marketing delivery van. recognition logo. Contact sign writers to have marketing decals attached to the vans. Reorganize to create it will be Have plans Head office 30 fixtures and additional done across drawn up for sales Septem fittings - space for the 150 each retail manager ber retail outlet. installation retail outlet. Retail of outlets. Hire local shop outlet demonstra fitters and managers tion installers for products each sales region. Train Sales To multi- It will be Deliver training Retail staff to skill retail done across programs outlet August provide product all the 150 managers after sales staff and to retail product improve outlets. support. the level of after sales product support Maintain full To Thirteen | ABC Outlet 31 staffing maintain new full recruitment managers August $50,000 per outlet $10,000 per store T31 In house. Additional resources available but a business case is required. $2,000 recruitme procedures Recruitmen tagency capacity through rapid recruitment nt costs per vacant position fill vacancies. and time sales increase staff will sales replace capacity by staff recruiting vacancies in new staff Sydney, as soon as Melbourne existing and positions Adelaide are CBD stores. vacated Consultation strategy Stakeholder Role in the Objective Consultation problem method Senior Made the keep informed Feedback management decision to session plan increase sales Email by 15% annually communications Newsletters Videoconferenci ng Outlet manager Develop an Implement plan Staff meetings operational plan Consult Outlet manager and implement meetings via the plan to videoconferenci increase sales in ng their outlet Interviews Sales staff Implementers of Consult Meetings the plan to keep motivated Feedback achieve the and engaged sessions intended results Online and Provide sales Consult Videoconferenci phone outlets not supported frequently through retail outlets Major customers People who Consult Phone calls make major Personal visits purchases of Email ABC products communication Newsletters Customers People who Obtain feedback Email make small communication purchases of Newsletters ABC products Recruitment Involved in Consult Meetings agency recruiting staff ng If ABC does not meet these objectives, they have budgeted an additional 5% of training costs to employ a training consultant to provide additional training resources. 1. You work as a retail store manager for ABC Company and your managing director of ABC Company requires you to create an operational plan on January. You must cover below points in your plan: - resources requirements key performance indicators - monitoring processes - financial contingency plans Executive Summary Business Goals Financial stability: Market position: Right people: Consultation strategy Stakeholder Role in the problem Objective Consultation method Plan Stakeholders include KPI Activity (What is to be done?) Financial contingency plan KPIs for profitability Monitoring process Case Studies 1, 2 ABC Company sells a range of exclusive products across Australia through 1 online and 100 retail stores. The organisation is committed to: Offer innovative product solutions and meet the changing needs of customers Providing high quality and innovative products and services to customers Deliver great customer service Employing professional and enthusiastic staff Adopting sustainable work practices and provide 'green' products Undertaking continuous improvement processes The business has a 5 years plan which is to consolidate its position in the market as a lead retailer for 'green' and sustainable solutions for high quality exclusive products. To do this, ABC will focus on the following business goals: Financial stability: Increase revenue by 15% (compared to the previous 12 months) by the end of the financial year Maintain annual profit levels of 15% of revenue for all products and services, calculated at the end of each financial year - Reinvest 75% of profit back into the business at the end of each financial year Market position: - Maintain the number one rating in the annual national industry customer service awards Launch new high-quality exclusive consumer products to meet customer demand, ahead of competitors, within budget and by the agreed deadlines Right people: Provide induction training at the commencement of employment to train new employees to be knowledgeable, helpful and enthusiastic - Provide the physical, human and time resources to support an annual professional development program for all ABC employees Stakeholders include senior management team, retail store manager, sales staff, online store manager, customers and recruitment agency. Budget To $3,000,0 00 total and needs to be supporte d by a business case from each store $5,000 per outlet TO Activity Objective Resources Procedures Responsib When? (What is to (Why will (Where (How will it be le person be done?) we do it?) will it be done?) (Who will done?) do it?) Revisit sales It will be Update each Outlet 30 June budgets and increase done across outlet's sales managers develop the sales the 100 budgets to outlet-by- of the outlets. reflect the outlet sales services increased strategies component targets. that add of the Each outlet is to onto the business develop a sales national by 15% by strategy to sales 30 June support the new strategy. targets. Acquire Install a Contact ABC IT Outlet 31 additional facilitate multi- service and managers August resources - communic channel support to video- ation dedicated arrange for conferencin between video- supply and all retail, conferencin installation. equipment. online and a facility at Allocate costs phone each outlet back to each outlets and outlet reduce travel time and costs. Acquire To provide Purchase a Contact Head office 31 July additional a delivery new van for suppliers obtain marketing resources - service each outlet quotes and manager delivery and and detail it purchase the van provide with the required brand marketing delivery van. recognition logo. Contact sign writers to have marketing decals attached to the vans. Reorganize to create it will be Have plans Head office 30 fixtures and additional done across drawn up for sales Septem fittings - space for the 150 each retail manager ber retail outlet. installation retail outlet. Retail of outlets. Hire local shop outlet demonstra fitters and managers tion installers for products each sales region. Train Sales To multi- It will be Deliver training Retail staff to skill retail done across programs outlet August provide product all the 150 managers after sales staff and to retail product improve outlets. support. the level of after sales product support Maintain full To Thirteen | ABC Outlet 31 staffing maintain new full recruitment managers August $50,000 per outlet $10,000 per store T31 In house. Additional resources available but a business case is required. $2,000 recruitme procedures Recruitmen tagency capacity through rapid recruitment nt costs per vacant position fill vacancies. and time sales increase staff will sales replace capacity by staff recruiting vacancies in new staff Sydney, as soon as Melbourne existing and positions Adelaide are CBD stores. vacated Consultation strategy Stakeholder Role in the Objective Consultation problem method Senior Made the keep informed Feedback management decision to session plan increase sales Email by 15% annually communications Newsletters Videoconferenci ng Outlet manager Develop an Implement plan Staff meetings operational plan Consult Outlet manager and implement meetings via the plan to videoconferenci increase sales in ng their outlet Interviews Sales staff Implementers of Consult Meetings the plan to keep motivated Feedback achieve the and engaged sessions intended results Online and Provide sales Consult Videoconferenci phone outlets not supported frequently through retail outlets Major customers People who Consult Phone calls make major Personal visits purchases of Email ABC products communication Newsletters Customers People who Obtain feedback Email make small communication purchases of Newsletters ABC products Recruitment Involved in Consult Meetings agency recruiting staff ng If ABC does not meet these objectives, they have budgeted an additional 5% of training costs to employ a training consultant to provide additional training resources. 1. You work as a retail store manager for ABC Company and your managing director of ABC Company requires you to create an operational plan on January. You must cover below points in your plan: - resources requirements key performance indicators - monitoring processes - financial contingency plans Executive Summary Business Goals Financial stability: Market position: Right people: Consultation strategy Stakeholder Role in the problem Objective Consultation method Plan Stakeholders include KPI Activity (What is to be done?) Financial contingency plan KPIs for profitability Monitoring process