To what degree should you involve others in the planning process for an operationalplan?

1. Consultation about operational plans should occur in regular weekly andmonthly management meetings.
2. The best time to involve others is during the final review process to evaluateimplementation processes.
3. Consultation should occur with senior level management during the planning stage, and operational staff during implementation.
4. Consultation processes should be ongoing as they are integral to a plan'ssuccess.

Q5. Why should performance indicators be included in an organisational plan?

1. They give context and meaning to the plan's activities and goals.
2. They provide up-to-date feedback on the business's progress towards achieving organisational goals.
3. They enable the business to monitor progress towards the plan's targets andoutcomes.
4. They enable managers to track individual and team performance throughoutthe planning and implementation periods of the plan.

Q6. A performance goal of the sales team is to reduce customer complaints by 10% within the next three months. What are two techniques you (their manager) could use tomonitor their progress towards achieving this goal?

1. Formal interviews of customers and conducting staff appraisals.
2. Customer feedback forms and team meeting discussions.
3. Analysis of sales data and customer spending patterns against employee rosters.

(d) Team and individual KPIs, verbal and formal customer feedback.

Q8. What basic information should be included in a proposal for the acquisition ofresources?

1. The organisational policies and procedures that must be followed whenacquiring.
2. Quantities required, method of acquisition, supplier quotations and how deliverytimes affect the operational plan's timelines.
3. The resource's role in the operational plan, how it is to be acquired and anyfactors that influence its acquisition.
4. The function of the resource, consequences of its acquisition on the operationalplan and the organisation's budgets.

Q9. How can you ensure team members understand and can completeactivities requiredby an operational plan?

1. Use effective consultation methods to explain and confirm roles, responsibilities,deadlines and tasks.
2. Hold regular team meetings to explain the plan during its development phase.
3. Ask team members to keep a copy of the operational plan in their work area. (d) Develop written work plans.

Q11. Your workplace has an HR department and extensive HR policies and procedures.Based on your operational plan's needs, you want to recruit a specialist technician ona three-month fixed contract. How do you ensure the best person is recruitedaccording to organisational policies and procedures?

1. Provide the HR team with position requirements and monitor the recruitmentprocess.
2. Read all HR policies and procedures thoroughly before allowing the HR team tocommence the recruitment process.
3. Outsource the recruitment process to a recruitment agency as they haveextensive experience in the process and fixed-term contracts.
4. Complete the recruitment process yourself as it's a specialised role. Consult withthe HR team if required throughout each stage.

Q12. You are the project manager in charge of implementing a business-wide operationalplan. Which of the following is a strategy you can use to ensure employees are inducted into the organisation according to organisational policies and procedures?

1. Interview all new employees at the end of the induction program to ensure they know and understand organisational policies and procedures.
2. Monitor the induction process to ensure all activities are completed.
3. Conduct all induction procedures yourself.
4. Complete spot checks during different phases and activities in the induction program to ensure they are being completed correctly.

Q14. How does developing specifications help you acquire resources?

1. They detail exactly what brand, type nd size of item you wish to obtain.
2. They provide detailed information to potential suppliers so you receive competitive quotes, specialised instructions and installation.
3. They clarify resource requirements, features and constraints and form the basis for the selection criteria.
4. They ensure specialised equipment is able to perform the tasks required for activities in the operational plan.

Q18. Why is the first step in monitoring performance to compare actual against plannedperformance?

1. To calculate variance figures, highlighting areas of underperformance that need further investigation.
2. It allows managers to take immediate action to rectify any issues or areas of concern.
3. To evaluate progress towards or achievement of the operational plan's goals.
4. The results of the comparison are trigger points for the activation of contingency plans.

Q19. Why is the cash flow budget an important monitoring and evaluation tool for operational plans?

1. It evaluates the amount of cash and other funding used by the operational plan in the acquisition of all physical, human and financial resources.
2. It monitors the viability of the plan's outcomes against planned revenue andprofits to ensure the business has sufficient cash on hand at any given time.
3. It evaluates the flow of cash and other funding through all sources of revenue being used to fund the operational plan.
4. It monitors the impact of the operational plan on the business's cash flow toensure they don't get into financial difficulty.

Q20. One of the IT Help Desk call centre's goals was to increase the number of calls anoperator processed per hour. They budgeted for a 5% increase in calls per hour. After two months, the call rate reached the 5% target. However, customer complaints were up by 15% and the number of cases that were not resolved during the first call was up21%. Which of the following best matches your interpretation of these performance results?

1. Staff achieved the productivity target but changes needed to reach it have hadnegative impacts on other organisational goals and must be investigated.
2. The activities undertaken in the plan have been successful as the goal was achieved. The next operational plan should address customer service issues.
3. The performance targets for other areas of the business must be adjusted toincorporate the outcomes of the operational plan's target.
4. Even though the productivity target was reached, all changes to procedures must be scrapped due to the negative results in other areas.

Q22. What are two methods you can use to identify staff development needs?

1. Analyse training needs by developing person descriptions and key selection criteria.
2. Conduct a skills audit and compare current skills to requirements for new physical resources.
3. Use online questionnaires to identify skills gaps and develop performance appraisals for all key job roles.
4. Conduct monthly staff training programs for the duration of the operational plan and discuss its outcomes with team members.

Q23. Once development needs have been identified, what techniques can you use to support individuals and teams so they can complete activities in the operational plan effectively and safely?

1. Develop practical, hands-on training programs that enhance current skills and knowledge.
2. Conduct one-on-one interviews and staff surveys to determine individual needsand training requirements.
3. Develop a training plan and implement coaching and mentoring programs.
4. Use mentoring and supervision to allow employees to undertake new tasks in a controlled and safe environment.

Q24. Monitoring process has indicated that physical resource purchases for SoundWaveStereo's new store will soon be over budget. As a result, you need to recommend changes to the operational plan. What should you prepare prior to negotiating changes to the plan?

1. Obtain quotes for alternative equipment to be presented at the managementmeeting.
2. Document all outcomes or consequences of the proposed changes andprepar all necessary supporting information.
3. Prepar a minimum of two options for changes to the plan and document all costs associated with each option.
4. Obtain all performance data and comparisons to objectives, and prep adetailed report outlining recommendations, adjusted timelines and contingency plans.