Question 1:

You have been approached by the procurement manager who proposed that you may save operating costs by using one product key of MS Window and Microsoft Office package

to multiple computers in the office. Do you accept the procurement manager's idea? You MUST provide your reasons for your answer. (PC 2.3 PE 4.3)

Question 2:

You have reported the following information and are now required to assess how the store was operated. Use the trend analysis and answer the following:

	Targeted Sales ($)	Actual Sales ($)	Variances	No of staff no shows	Customer satisfaction (10)	Net profit ratio
Jan	1000000	890000	110000	8	8.2	11%
Feb	1000000	830000	170000	12	7.4	9%
Mar	1000000	840000	160000	9	7.8	10%
Apr	1000000	910000	90000	6	8.5	11.50%
May	1000000	925000	75000	5	8.6	12%
Jun	1000000	940000	60000	3	8.9	13%

(PC 3.1 PE 2.2, 4.5 KE 4.4, 5, 7, 9)

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Required:

a. Assess whether the store can achieve the targeted monthly sales ($1,000,000).

b. Assess whether there is a relationship between cTarggetedustomer satisfaction and the number of

staff no shows.

c. Assess whether the company's net profit ratio can achieve the targeted net profit in the

scenario.

Question 3:

You are using the Gantt chart to organise all tasks in operational plans. Explain the benefits and drawbacks of the Gantt chart. (KE 6)

Question 4:

The store initiated a marketing promotion which sells all sandwich packs for only $5 (normal price: $8~$10) between 12 pm to 2 pm. However, the customers cannot get this promotion if they spend too much time in a queue and the time passes 2 pm in the POS system.

For example, even though a customer picks up the sandwich before 2 pm and waits in the queue for checkout, if the queue is too long and the checkout is done after 2.00 pm, then the customer is not able to get the discount.

As a result, a few customers were not very satisfied as they were not able to get the discounts and lodged a complaint to Fair Trading NSW.

Required:

Recommend to the operating manager how to handle this issue? (PC 3.2 PE 3 KE 10.1)

Question 5:

From the scenario, you consider an unmanned operating system and are required to clarify the benefits and the drawbacks of the system. The accounting manager informed you that the total investment funds for the system could be recovered in only a 6-month period as no staff costs are involved.

Required: Complete the following table. (PC 3.2 PE 3, 4.4 KE 9)

No	Issues	Benefits	Drawbacks
1	Customers must use their smartphones to enter the store and to purchase goods.
2	Customers safety may not be guaranteed
3	The investment funds for the system can be recovered in a 6-months period
4	Customers may feel freedom as no staff watching over them
5	No concerns for staff no shows, sick calls
6	Do not have to manage staff roster
7	Security of the system must be upgraded on a regular basis
8	Other shift staff may feel low job security

Question 6:

From Question 5, the HR manager also advised that the staff and the supervisor in the night shift are eligible to receive redundancy payments of a 4-week of their salaries and the accounting manager provided the following information:

The unmanned operating system	Staff saving costs
Initial costs	400000	Staff	880000
Maintenance	25000	Supervisor	70000
Insurance	20000	Additional labour	120000
Security system	100000	Total	1070000
Total	545000	Monthly costs	89167

And the table in question 2 was addressed below:

	Targeted Sales ($)	Actual Sales ($)	Variances	No of staff no shows	Customer satisfaction (10)
Jan	1000000	890000	110000	8	8.2
Feb	1000000	830000	170000	12	7.4
Mar	1000000	840000	160000	9	7.8
Apr	1000000	910000	90000	6	8.5
May	1000000	925000	75000	5	8.6
Jun	1000000	940000	60000	3	8.9

Required: From your answers for Question 2 and 5, you are required to conclude whether you will implement the unmanned operating system. Provide reasons. (Note: A brief answer will NOT be accepted) (PC 3.1 PE 3, 4.5 KE 4.4, 5, 7, 9)

The following Scenario is used for Question 7, 8 and 9:

You have analysed the efficiency in the marketing activities, and the traditional marketing activities did not seem to be effective. The following information was provided to the marketing department.

Month	Total Marketing Activity costs	Total Sales	Efficiency of the marketing activities	No. of complaints
Jan	$80000	$890000	$11.13	13
Feb	$82000	$830000	$10.12	17
Mar	$94000	$840000	$8.94	19
Apr	$98000	$910000	$9.29	22
May	$102000	$925000	$9.07	18
Jun	$114000	$940000	$8.25	23

As it can be seen from the table above , the efficiency of the marketing activities became worse as $1 of marketing activity generated $11.13 of sales, but in June, $1 of the marketing activities generated only $8.25 of sales. In addition, the total number of complaints received from the customers increased regardless of other factors. The following complaints were made by the customers.

The staff seems to be distracted by other work rather than serving the customers.

The staff were doing something, and I had to wait for 5 minutes for checkout.

The staff at the checkout was very rude and aggressive.

One staff member mopped the floor, and it was very slippery without a warning sign.

I want to lodge a complaint about a specific staff member but don't know his name.

Question 7:

As a result, you have decided to install the customer feedback device (refer to the image), and all staff will wear their name badges. You are now required to develop a monitoring process for customer satisfaction.

Receive feedback from the customers and finalise the feedback by the end of each month

Reflect the evaluation on their performance review

Award/reward the excellent service provider

A confidential meeting with the staff who need improvement

Identify shortfall skills to be improved

Evaluation of the training and the staff

Evaluate the customer satisfaction against each staff

Inform the staff who received excellent feedback

Celebrate the award in the staff newsletter

Organise relevant training for the staff

Record all feedback onto each staff file

Required: With the above steps, you are required to complete developing the customer feedback evaluation processes. Complete the following table. (PC 3.3 PE 2.3, 4.5 KE 11)

Question 8:

From the scenario, the traditional marketing activities did not seem to be effective, and you consider initiating social media marketing and planning to recommend the social media marketing to the CEO.

Required: Explain the benefits of social media marketing. (PC 3.2 PE 2.2, 4.5 KE 4.4, 5, 6, 7)

Question 9:

You have decided to implement the followings:

the unmanned operating system

Social media marketing activities

Customer service monitoring process

In order to implement the above systems and processes, you will need to obtain approval from the CEO of the company.

Required:

Write an email to the CEO, and in your email, the following must be explained.

Cost benefits analysis for the unmanned operating system

The benefits of social media marketing activities

How the customer service monitoring is processed

(PC 3.4 PE 4.4)