BSBOPS502 Assessment 2
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School
EAFIT University *
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Course
MISC
Subject
Information Systems
Date
Nov 24, 2024
Type
docx
Pages
56
Uploaded by PrivateSteel7879
Assessment
Task
2:
Skills
Test
Case study:
Online Media Solutions is a marketing and web development business based in Melbourne, Australia.
The company is still at start-up stage. From idea to design, development and marketing, we achieve
results for our clients and grow their business.
We have ventured into the web service industry to offer our superior and unique services to small
businesses and organisations. Our experience and expertise in web sales and e-commerce give us the
backing to provide solutions that are currently lacking in the market.
There is an all-time high demand for web development and marketing for small businesses with signs of
rising further. Interestingly, few web developers have taken advantage of this opportunity, leaving the
industry with no dominant provider.
The high costs of the projects and the focus on more prominent companies and organisations could be
the contributing factor as to why this market remains untapped. We have a system that will reduce the
project costs dramatically, giving us the opportunity to offer quality services at reduced prices.
Mission
Our professional team of specialists with industry expertise deliver solutions not only for leading brands
but also for non-profit organisations and innovative startup businesses. We aim to reach success by
providing unique yet creative solutions to our customers that will elevate their online presence.
Our vision
Quality web solutions with a sound technical foundation that enable our clients to impress their
customers and improve their online image worldwide. We want to make our customers stand out in the
online environment and become the leading provider of online services for small and medium-sized
businesses.
Objectives
To generate an annual revenue of $300,000 by the end of our first year of operations.
To attain a net profit of 30% in the first year and 40% in the second year.
To have a 70% gross margin by the end of the first year.
Keys to success
We will offer quality web services to small businesses and organisations at affordable prices.
Customised and tailored services.
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Establishment
of
alliances
and
partnerships with internet service providers and organisations involved in computer consultancy
Start-up Summary
We have a well-thought-out start-up plan that will help us move forward with proper marketing tools,
equipment and personnel get us started. The owners have an initial cash investment of $50,000 each to
acquire office furniture, software, and computers. To make the kick-off of our operations faster, the
owners have also dedicated a total of 4,000 working hours until the business is established.
We require a total of $95,000 that will help us with the capital and enable us run for the first months of
operations. The money will fund employees' initial salaries and equipment. It will also cover our
expenses until our cash flow is stable. We have secured a loan of $100,000 to supply the capital
needed.
Services offered
We offer the following services to our clients:
Interface and Web Design Services
o
Web design
o
E-commerce
o
Web development
o
Responsive web design
WordPress Development Solutions
HTML and CMS Development Services
Coding
Graphic Design
o
Logo design
Application development
Online marketing
o
Online reputation management
o
Search Engine Optimisation
o
Pay Per Click (PPC) Marketing
o
Content marketing
o
Social media marketing
o
o
Online Email Marketing
o
Copyrighting
o
Content and Production Copyright
Web hosting and support
Values
Quality service to our clients
Integrity and accountability
Reliability
Quality
Innovation
Respect
Strategic directions (Goals and objectives)
The strategic direction of Online Media Solutions is to achieve its mission and vision through:
To target net profit margins of 30% in the first year and 40% in the second year by improving operational efficiency
o
Reduce cost and improve process efficiencies
o
Improve operating margins
o
Improve cash flow and reduce debts
Engaging with customers through quality research and understanding supported by marketing techniques
o
Conducting marketing campaigns and online surveys to assess the customer requirements
o
Focusing on the target market
o
Understanding their needs and developing services based on their requirements
Establishing a reputation for exceptional customer service and end to end solutions and achieve customer satisfaction rate of 90%.
o
Providing excellent customer services by resolving the customer issues within 24 hours
o
Ensure quality services are delivered within the specified timelines
o
Implement customer relationship management system
o
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o
Implement loyalty programs to retain
clients
o
Enhance our customer value proposition
Supporting staff performance by offering ongoing training and professional development
o
Conducting performance reviews on regular basis and address the areas of development by offering training and professional development
o
Ensure the currency is knowledge is in accordance with the industry standards.
o
Have
continuous
improvement
systems
in
place
that
focus
on
employee’s
skills
development
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Outcomes of SWOT analysis
Opportunity
There is an all-time high demand for web development and marketing for small businesses with signs of
a further increase. Interestingly, few web developers have taken advantage of this opportunity, leaving
the industry with no dominant provider.
Problem
The high costs of the projects and the focus on more prominent companies and organisation could be
the contributing factor as to why this market remains untapped. We have a system that will reduce the
project costs dramatically, allowing us to offer quality services at reduced prices.
Solution
We will target small businesses, assess their needs and provide them with quality services at reduced
prices.
We have systems in place and global contacts that will help us beat competitor prices.
Market analysis
The company will focus on small businesses and organisations that are looking to develop or upgrade
their web presence.
Our approach will be step-by-step; starting with a simple, basic website and improving it to meet the
client's changing needs. We will service any small business that needs an internet presence, but we will
concentrate more on those that need more details about their operations online.
Such companies will most likely go for all or some of the following services:
•
A shopping cart or e-commerce.
•
Dynamic features and content.
•
Aggressive marketing of products online.
Target market segment strategy
We will focus our marketing efforts towards attracting organisations and small businesses. We reached
this decision after completing a careful market analysis and identifying the needs of this market
segment. The high demand for web services by this market is an opportunity that will not necessitate
expensive marketing to attract.
Most businesses are migrating to the internet at a fast rate. Small businesses have also made their
online presence a top priority that creates a high demand for our services.
Market trends
The most notable trend in the industry currently is mass migration online. Small businesses are either
waiting to migrate or are looking to upgrade their existing sites to suit a rapidly changing environment
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Major businesses and companies are also
taking their daily operations online. Office tasks and general business operations have moved online,
and we expect more development in this area.
Market growth
Our target market has expanded and grown at a rapid rate to cope up with the changing technologies.
We have put together some evidence to support this exponential growth:
Small businesses of one to 150 employees were spending around $10 billion in 2015 to either gain
internet presence or upgrade their efforts. In 2018, the number was up by $5 billion.
Service business analysis
Companies in the web development and service industry vary in size and nature of services. Online
Media Solutions will provide a unique alternative that the existing providers do not have. The more
prominent web development businesses ignore our target market, making us unique. We will start with
this market before moving to attract larger enterprises with our unique services.
Competition
There are a number of online marketing and web development agencies based in Melbourne, but, there
is no dominant business. All these businesses are small-to-medium scaled businesses generating good
revenues.
Business participants
Three types of organisations make up the web services industry:
Large companies: They generate high revenue and serve top companies. Worldwide there are a
few dominating participants in this category.
There are organisations that offer proprietary, all-in-one prefabricated web services to any
company at low costs. There are a few dominating businesses in this category that have other
sources of revenue and only offer web services as part of their customer relations.
Small businesses: This is where Online Media Solutions belongs. The companies in this category
are young and small and usually target small-sized businesses.
Market segmentation
The nature of our services and our location enables us to serve small businesses and organisations no
matter their location. We plan to expand to other cities but will in the meantime, use our
communication technologies to get in touch with customers in other parts of the country. We, however,
expect a greater percentage of our market to come from Melbourne and Sydney.
Strategy and implementation summary
The company will market itself as web services and internet providers devoted to giving the small
businesses a taste of what the top companies get. We will also target small businesses that are keen on
giving their services a web presence.
Competitive advantage
BSBOPS502 Assessment 2 V1
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The fact that our services target small businesses gives us an edge over our competitors. By setting up
strategic alliances with some of the web and internet-related companies, we will offer our customers
efficient and affordable web services that will meet their demands.
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Marketing strategy
We will approach and follow up with prospective clients with a clear and thorough strategy. We will give
them all the details about the web and the internet so that they do not get confused or intimidated.
Marketing programs
We will market our services in the following ways:
We will send out newsletters to potential clients
We will place adverts on various business publications and journals with a wide readership.
We will use social media platforms to market our services
Pricing strategy
Online Media Solutions will establish a pricing system to guide our clients on the nature of the services
and the corresponding prices. Since we will be dealing with a market segment that is price sensitive, we
will charge our services on an hourly basis. It will enable the clients to allocate the funds required.
Promotional strategy
Since our target market is distinguishable, we will use a direct approach to market our services. We will
also put feature advertisement in industry publications with a wide audience.
We will use direct email campaigns to target potential clients.
Our co-owners are experts in their various fields and often get invitations to speak in seminars. They
will use these opportunities to market Online Media Solutions as the choice for businesses that are
looking for visibility online.
Sales Strategy
We will sell service, value and quality to our prospective clients. We will need to convince them that
having a robust online presence will be beneficial for their business. We have a database that has
proven useful in getting new business contacts and establishing relationships.
Our customer care team will use the list to contact the business owners, calling them by their first
names and having an informal conversation. The caller will then discuss the importance of having a
website and online presence.
Simulated workplace scenario
You are working as Operations Manager in Online Media Solutions. You oversee all the operations of your
organisation. The management wants you to develop and monitor the implementation of operational
plans to support efficient and effective workplace practices and organisational productivity and
profitability.
Roles and responsibilities
As part of your job role, you have the following job responsibilities:
Gather, interpret and analyse workplace documentation to determine requirements for the operational plan
Develop operational plan in consultation with the stakeholders.
o
Present information to a range of audiences using appropriate register, vocabulary and paralinguistic features
o
Listen and comprehend information from a variety of spoken exchanges with clients, co- workers and other stakeholders
o
Select and use mathematical problem-solving strategies to organise resource requirements, performance benchmarks and financial viability of the operational plan
Develop contingencies for operational plan
Implement the operational plan
o
Ensure the employees are recruited and inducted according to the organisation’s human
resources management policies, practices and procedures
o
Ensure that physical resources and services are acquired according to the organisation’s
policies, practices and procedures
o
Incorporate requirements for intellectual property rights and responsibilities related to acquisition of resources
Monitor and review operational performance
o
Monitors adherence to organisational policies and procedures
o
Assess progress of operational plan in achieving profit and productivity plans and targets
o
Identify areas of under-performance, recommend solutions and rectify the situation
o
Plan and implement relevant processes for ongoing monitoring
o
Confirm appropriate support is provided for individuals and teams
o
Negotiate recommendations for variations to operational plans
o
o
Gain approval from designated persons
Skills Test:
This assessment task requires you to demonstrate skills to develop and monitor the implementation of
operational plans to support efficient and effective workplace practices and organisational productivity
and profitability. You need to complete the following activities:
•
Activity 1: Develop an operational plan
•
Activity 2: Implement the operational plan
•
Activity 3: Monitor and review the outcomes of operational performance
The roles and their responsibilities: Relationships with stakeholders such as team members and General manager
The assessment task requires you to communicate with a number of organisational stakeholders. The main roles applicable to the assessment task includes:
Role number 1: General Manager: The General Manager is the individual who supervises or is in charge of the organisation. They belong of higher rank or status. Their job role and responsibilities are:
Assign a team to you to complete the project
Assist you in understanding the task requirements
Provide you information about job roles and responsibilities
Supervise you completing the assessment task and requirements
Role number 2: Team members: The team members are student’s co-worker or workfellow. They are associates that the candidate works with. Their job role and responsibilities are:
Assist you in completing the project on time
Help you to research and identifying relevant information
Participate in a healthy and open discussion
Communicate and collaborate with you for each assessment activity
Note:
The trainer/assessor will take on the role of General Manager.
The trainer/assessor will assign team members to the student for each activity.
Each student will be assessed individually for all assessment activities.
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Timeframe to complete the project:
Two weeks (You have two weeks to complete the project)
Task requirements
You will be assessed on your technical knowledge and skills to complete this project
You will be assessed on working in a team environment and meeting your job role and responsibilities
You must follow the instructions provided by the General Manager.
All individuals must complete their role and assigned responsibilities and meet the specified
deadlines
The task must be completed in the specified timeframe
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Assessment activities
Activity 1: Develop an operational plan
Activity
context
The management wants you to prepare an operational plan for the organisation that provides a clear
picture of how a team, section or department will contribute to the achievement of the organisation ’s
goals.
Description
of
the
activity
This activity requires you to prepare an operational plan in consultation with your team member. To
prepare the operational plan, you need to complete the following parts:
Part A: Prepare a draft operational plan
Part B: Consultation with the supervisor and the owner
Part C: Meeting with the work teams
Part A: Prepare a draft operational plan
This activity requires you to draft an operational plan for the organisation.
Before drafting the operational plan, you are required to gather, interpret and analyse workplace
documentation to determine requirements for the operational plan.
When preparing the operational plan, you must select and use mathematical problem-solving strategies
to organise resource requirements, performance benchmarks and financial viability of the operational
plan.
The draft operational plan must include the following details:
Purpose of the operational plan
Organisational goals
Strategies
Key performance indicators
Timeframe
Person responsible
Budget
Resources required
Monitoring process
Contingency plans
The draft operational plan must be prepared using the template provided.
Operational plan draft
Purpose of the operational plan
*A brief explanation of the operational plan*
Operational plan
Organisational
goal
1:
To target net profit margins of 30% in the first year and 40% in the second year by improving operational efficiency
Strategies
KPI’s
Timeframe
Personal responsible
Budget
Resource requireme
nts
Reduce cost and improve process efficiencies
meet budget within 2% threshold
3 months General Manager
$70, 000
IT Equipment
Improve operating margins
Reduce cost of sales by 5%
6 months Sales Manager
$3400 Transport vehicle
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Improve cash flow and reduce debts
Healthy cash to assets ratio 6 months Finance Manager
$6000 Finance Consultant
Organisational
goal
2: Engaging with customers through quality research and understanding supported by marketing techniques
Strategies
KPI’s
Timeframe
Personal responsible
Budget
Resource requireme
nts
Conducting marketing campaigns and online surveys to assess the customer requirements
1000 customer feedback
comments and reviews 2 months Marketing Manager $2000
Survey instruments, email marketing subscriptions Focusing on the target market
Engagement with target market 3 months Marketing Manager
$1000 Social media accounts BSBOPS502 Assessment 2 V1
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Understanding their needs and developing services based on their requirements
Develop 5 services based on customer requirements
2 months
Operations Manager
$4000
Software development programs Organisational
goal
3:
Establishing a reputation for exceptional customer service and end to end solutions and achieve customer satisfaction rate of 90%.
Strategies
KPI’s
Timeframe
Personal responsible
Budget
Resource requireme
nts
Providing excellent customer services by resolving the customer issues within 24 hours
90% positive customer feedback 2 months
Customer service Supervisor
$3000
Customer Service Representatives Implement customer relationship management system
50 customer contacts
3 months General manager $4000 CRM software programs
Implement loyalty programs to retain clients
20 customers return purchase through loyalty program
2 months Marketing Manager
$5000 Loyalty cards and coupons Enhance our customer value proposition
80% customer satisfaction 3 months Sales Manager $10,000
IT Development programs, developers
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Monitoring
processes
*Steps in monitoring process*
Live Monitoring and testing
Reviews
Market research
Analytics tools
Meetings and appraisals
Use technology
The use of balanced score cards is a performance management approach which considers both financial and non-financial contributions of employees to business strategic and operational goals. Typically, a balance scorecard will list targets for teams or individuals that address a broad range of key results areas such as financial, customer satisfaction, professional development, etc.
Benchmarking a business is a way of measuring performance against competitors and therefore can give information about potential improvement, for example identifying opportunities for improvement, new ideas and innovative practices and forecasting the impact of any changes and see how to prepare for growth.
Contingency
plans
Potential risks
Probability
Preparation
Response
Negative market trends Likely Observe the past trends and insulate the business accordingly Revise strategic plan and implement it
High costs of resources Highly likely
Seek alternative sources of resources Outsource the services that require high costs
Competition effects Likely
Improve product offerings Aggressive marketing efforts
Stressed employees
Moderately likely Allow more time for task assignment completion Introduce mental wellness program
in the workplace
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Part B: Consultation with the supervisor and the owner
This part of the activity is a continuation of part A.
This part of the activity requires you to arrange a meeting with the General Manager and HR Manager.
The purpose of the meeting is to:
Present your draft operational plan to the supervisor and the owner
Consult with them for inputs to the draft operational plan
Make revisions based on the consultation
Gain approval for the operational plan W
Before the meeting, you are required to develop a meeting agenda and send an e-mail to the staff members to invite them to the meeting.
The meeting agenda must be prepared, considering the objectives of the meeting and
using the template provided. The meeting agenda must discuss the purpose of the
meeting and provide details regarding the place, date and time of the meeting.
After preparing the meeting agenda, you are then required to send an e-mail to the staff
members to invite them to the meeting.
Guidelines
for
writing
the
e-
mail:
•
Ensure the text written in the e-mail is grammatically correct and free of errors.
•
Use business style writing.
•
The text must provide a summary of the attachment.
•
Attach meeting agenda to the e-mail.
After e-mailing the meeting agenda to the participants of the meeting, you are then
required to conduct a meeting with them.
When conducting the meeting, you must demonstrate effective and communication skills
at all times:
•
Use formal communication style, encouraging and respectful tone
•
Ask questions to clarify and confirm understanding
•
Listen actively
•
Understand the information needs of others
•
Adapt communication to suit the audience
•
Answer questions clearly and concisely
•
Use non-verbal communication skills that encourage discussion and feedback: nodding, smiling, eye contact
During the meeting, you must:
•
Welcome the participants
•
Provide an introduction to the meeting’s purpose
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•
Outline ground rules for the meeting
•
Present the draft operational plan
o
Use appropriate register, vocabulary and paralinguistic features
•
Provide an opportunity for discussion.
o
Listen and comprehend information from a variety of spoken exchanges with the participants of the meeting
o
Provide an opportunity for the audience to ask questions
o
Respond to questions.
o
Assess the concerns of the participants
o
Negotiate variations
o
Acknowledge and respond to differences in opinions.
o
Discuss options and mutually agree on the operational plan
•
Obtain approval
General Manager and HR Manager will:
Clarify their doubts regarding the operational plan
Ensure the operational plan aligns with the strategic objectives
Negotiate on strategy for at least one objective.
Close the meeting:
•
Summarise the agreed outcomes
After the meeting, you must provide summary outcomes of the meeting using the meeting
minutes template provided.
After preparing the meeting minutes, send an e-mail to the attendees of the meeting. Guidelines for writing the e-mail:
•
Ensure the text written in the e-mail is grammatically correct and free of errors.
•
Use business style writing.
•
The text must provide a summary of the attachment.
•
Attach meeting minutes to the e-mail.
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From:
opm@onlinemediasolutions.com
To: gm@onlinemediasolutions.com
, hrm@onlinemediasolutions.com
Subject: Meeting Invitation
Attachment: Meeting Agenda
Hello HRM, GM,
Subject: Invitation for Operational Plan Discussion Meeting
Dear [HRM's Name], [GM's Name],
I trust this email finds you well.
I would like to extend an invitation to both of you for a meeting to discuss the operational plan and seek your valuable feedback and approval. The meeting is scheduled to take place on 23/11/2023 at 11:00 am and will be conducted at the Online Media Solutions HQ boardroom.
Attached to this email, you will find the meeting agenda and further details regarding the discussion points.
Your insights and approval are crucial to the successful implementation of our operational plan, and we highly value your input.
Looking forward to a productive discussion and your valuable contributions.
Best Regards,
Operations Manager
Online Media Solutions
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Meeting agenda template:
Date/Time:
20/11/2023
Location:
Online Media Solutions Boardroom
Chairperson:
Operations Manager Meeting Attendees:
Full names and roles
HR Manager, General Manager James Bree
Karla wilson
Agenda Item/Topic
Discussion/Outcomes
Acti
on Offic
er
Du
e Da
te
Welcome
Operations Manager
20/11/202
3
(
Agenda item 1)
Topic?
Present the draft operational plan
Operations Manager 20/11/202
3
(
Agenda item 2)
Topic?
Consult with them for inputs to the draft operational plan
HR Manager, General manager
20/11/202
3
(
Agenda item 3)
Topic?
Make revisions based on the consultation
Operations manager 20/11/202
3
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Summary
Overall
Summary
Gain approval for the operational plan
Decision/s
Operational plan approval
Action/s
if
any
20/11/202
3
Next
Meeting time/date
N/A 21/11/202
3
Meeting closed at:
Summarize the agreed outcomes
1:00 PM Minutes are a true
and
accurate
record
of
the
meeting
Approved/confirmed
by whom?
Operations Manager
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Meeting minutes template:
Minutes of Meeting Meeting Objective: Operational Plan review
Attendees: HR Manager, General Manager
Venue: HQ Boardroom
Date: 22/11/2023
No.
Points Discussed
Actions Suggest
ed
Target Date
1
Presentation of operational plan and explaining main points Adjust certain points 22/11/2023
2
Clarify doubts regarding the operational plan Ensure the operational plan aligns with the strategic objectives
Revise according to feedback 22/11/2023
3
Negotiate on strategy for at least
one objective. Seek approval of plan
Send approved version
22/11/2023
Signature of attendee 1: GM. Signature of attendee 2: HRM Signature of attendee 3: OPM
Signature of attendee 4:
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Part C: Meeting with the work teams Activity
context
The operational plan has been approved. The owner wants to ensure that the work teams
are clear about the operational activities, roles and responsibilities and the key
performance indicators for the achievement of work goals.
Description of the activity
This part of the activity requires you to arrange a meeting with at least two (2) work
teams. Each team will have at least two (2) team members.
The role of the team members will be allocated to the team members by the
trainer/assessor.
The purpose of the meeting is to:
Present your operational plan to the work teams
Clarify the roles and responsibilities and the key performance indicators
Before the meeting, you are required to develop a meeting agenda and send an e-mail to
the staff members to invite them to the meeting.
The meeting agenda must be prepared, considering the objectives of the meeting and
using the template provided. The meeting agenda must discuss the purpose of the
meeting and provide details regarding the place, date and time of the meeting.
After preparing the meeting agenda, you are then required to send an e-mail to the staff
members to invite them to the meeting.
Guidelines
for
writing
the
e-
mail:
•
Ensure the text written in the e-mail is grammatically correct and free of errors.
•
Use business style writing.
•
The text must provide a summary of the attachment.
•
Attach meeting agenda to the e-mail.
After e-mailing the meeting agenda to the participants of the meeting, you are then
required to conduct a meeting with them.
When conducting the meeting, you must demonstrate effective and communication skills
at all times:
•
Use formal communication style, encouraging and respectful tone
•
Ask questions to clarify and confirm understanding
•
Listen actively
•
Understanding the information needs of others
•
Adapt communication to suit the audience
•
Answer questions clearly and concisely
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•
Use non-verbal communication skills that encourage discussion and feedback: nodding, smiling, eye contact
During the meeting, you must:
•
Welcome the participants
•
Provide an introduction to the meeting’s purpose
•
Outline ground rules for the meeting
•
Present the operational activities, roles and responsibilities and the key performance indicators for the achievement of work goals
•
Provide an opportunity for discussion.
o
Listen and comprehend information from a variety of spoken exchanges with the participants of the meeting
o
Provide an opportunity for the audience to ask questions
o
Respond to questions.
o
Assess the concerns of the participants
o
Acknowledge and respond to differences in opinions.
Team members will:
•
Clarify the operational activities, roles and responsibilities and the key performance indicators for the achievement of work goals
Close the meeting:
•
Summarise the agreed outcomes
After the meeting, you must provide summary outcomes of the meeting using the meeting
minutes template provided.
After preparing the meeting minutes, send an e-mail to the attendees of the meeting. Guidelines for writing the e-mail:
•
Ensure the text written in the e-mail is grammatically correct and free of errors.
•
Use business style writing.
•
The text must provide a summary of the attachment.
•
Attach meeting minutes to the e-mail.
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From:
opm@onlinemediasolutions.com
To:
Jack, Tom, Sam, Michael
Subject: Meeting Invitation
Attachment: Meeting Agenda
Subject: Meeting Invitation: Clarification on Operational Activities, Roles, and Responsibilities
Hello Team,
I trust this message finds you well.
I would like to extend an invitation to all staff members
for a crucial meeting to ensure clarity on operational activities, roles, responsibilities, and the key performance indicators essential for the achievement of
our work goals.
Date: 23/11/2023
Time: 12: 00hrs
Venue: Online Media Solutions HQ Meeting Room
The meeting agenda and further details are attached to this email for your reference.
Your participation is vital as we aim to foster a cohesive understanding among teams, aligning everyone towards common objectives. This session will
provide an opportunity to address any queries and ensure that we are all on the same page.
Looking forward to a productive and collaborative meeting.
Best Regards,
Online Media Solutions
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Meeting agenda template:
Date/Time:
23/11/2023
Location:
Online Media Solutions Meeting Room
Chairperson:
Operations manager Meeting Attendees:
Full names and roles
Jack, Tom, Sam, Michael
Agenda Item/Topic
Discussion/Outcomes
Acti
on Offic
er
Du
e Da
te
Welcome
Operations Manager
23/11/202
3
(
Agenda item 1)
Topic?
Introduce the meeting’s purpose
Operational Manager
23/11/202
3
(
Agenda item 2)
Topic?
Present the operational activities, roles and responsibilities and the key performance indicators for the achievement of work goals
Operations Manager 23/11/202
3
(
Agenda item 3)
Topic?
Provide an opportunity for discussion.
Jack, Sam, Michael, Tom
23/11/202
3
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Summary
Overall
Summary
Agreed concepts
Decision/s
Continue with the plan
Action/s
if
any
Send the plan and meeting minutes
Next
Meeting time/date
N/A Meeting closed at:
Agreed program
Minutes are a true
and
accurate
record
of
the
meeting
Approved/confirmed
by whom?
Operational Manager
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Meeting minutes template:
Minutes of Meeting Meeting Objective:
Ensure that the work teams are clear about the operational activities, roles and responsibilities and the key performance indicators for the achievement of work goals.
Attendees: Sam, Michael, Tom, Jack
Venue: Online Media Solutions Date: 23/11/2023
No.
Points Discussed
Actions Suggest
ed
Target Date
1
Outline ground rules for the meeting
Get feedback
23/11/2023
2
Present the operational activities, roles and responsibilities and the key performance indicators for the achievement of work goals
Revise unclear points
23/11/2023
3
Discuss and answer questions.
Submit feedback requests 23/11/2023
Signature of attendee 1: OPM. Signature of attendee 2: Michael Signature of attendee 3: Sam Signature of attendee 4:Tom
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Activity 2: Implement the operational plan
Activity
context
The operational plan has been approved and communicated to the work team. The owner has given you the responsibility to implement the operational plan.
Description
of
the
activity
This activity requires you to implement the operational plan. To do so, you need to complete the following parts of this activity:
Part A: Confirm the existence of organisational strategies
Part B: Manager resource acquisition
Part C: Self contribution to the resource acquisition
Part A: Confirm the existence of organisational strategies
This part of the activity requires you to ensure that the organisation has the required strategies (policies, practices and procedures) to:
recruit, induct and develop personnel
acquire physical resources and services
protect intellectual property
make variations to the plan
monitor and document performance
To do so, you need to confirm the existence of strategies with the General Manager (Trainer/assessor). As proof of the evidence, you are required to submit the current organisational policies, practices and procedures related to the above to the trainer/assessor.
Note for trainer/assessor:
The trainer/assessor will confirm the existence of the following strategies (policies, practices and procedures):
o
recruit, induct and develop personnel
o
protect intellectual property
These strategies are given in Appendix C.
The trainer/assessor will ask the students to develop the following strategies (policies, practices and procedures):
o
acquire physical resources and services
o
protect intellectual property
o
make variations to the plan
if the organisation doesn’t have the required policies, practices and procedures, you must prepare the required policies, practices and procedures.
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To prepare the policies, practices and procedures, you must use the template provided.
From:
opm@onlinemediasolutions.com
To:
Jack, Tom, Sam, Michael
Subject: Meeting Invitation
Attachment: Meeting Agenda
Subject: Meeting Invitation: Clarification on Operational Activities, Roles, and Responsibilities
Hello Team,
I would like to inform you of the minutes of the meeting held on 24/11/2023 at 12: 00hrs at the Online Media Solutions HQ Meeting Room. Please find the meeting minutes and further details attached. Best Regards, Operations Manage
Best Regards,
Online Media Solutions
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Policies,
practices
and
procedures
template:
Policy
and
procedures
to
recruit,
induct
and
develop
personnel
Purpose of the policy
This is a legal requirement Procedures and practices
Advertise the job and description: You could also ask a recruitment agency for help in recruitment. Generally, a recruitment agency will cost more, but the recruitment process will take less time and is likely to reach a larger number of potential employees in a shorter amount of time.
Policies
and
procedures
to
acquire
physical
resources
and
services
Purpose of the policy
To guide the staff on specific overall process of procurement Procedures and practices
quotes that may be required
details of preferred suppliers
process for additional expenditure
tender processes
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Policies
and
procedures
to
protect
intellectual
property
Purpose of the policy
Some forms of IP right such as a trademark, design, patent or plant breeder’s right are registered rights and need formal application and examination before you can claim a right to ownership
Procedures and practices
a checklist covering the key issues that need to be considered
templates for contracts, confidentiality agreements and term sheet
guidance and information to help collaborating parties manage their IP
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Policies
and
procedures
to
make
variations
to
the
plan
Purpose of the policy
Collaborate and negotiate variations with stakeholders remembering that your ultimate goal is to maximize profitability and productivity.
A need for additional resources to meet unexpected increases in product demand with resultant higher input costs due to input material shortages or need to purchase at less than ideal time
Procedures and practices
When an event occurs that results in a manageable negative variance, adjustments need to be made to the operational plan.
These can be done without significant variations to your plan through minor reallocations within your budget.
Where this negative variance means you cannot meet the targets without going over-budget, a formal variation in your plan may be required to address the situation
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Policies
and
procedures
to
monitor
and
document
performance
Purpose of the policy
Effective communication to the reader of the documentation
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Procedures and practices
Always conduct checks on the documentation when seeking sign-off and approval from the human resources department or authority in an organization.
You can ask a colleague to carefully read the documentation, check it for errors and ensure compliance with the organizational requirements.
Any advertisements that have been developed and subsequently processed for printing in
hard copy or publication via the internet or intranet should be proofed to check for errors before receiving final approval.
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Part B: Confirm resource acquisition
This part of the activity is a continuation of part A.
This part of the activity requires to confirm resource acquisition for the implementation of the operational plan. To do so, you are required to arrange a meeting with the HR Manager.
The purpose of the meeting is to confirm that the resources are acquired in accordance with the organisational policies, practices and procedures.
Before the meeting, you are required to develop a meeting agenda and send an e-mail to the staff members to invite them to the meeting.
The meeting agenda must be prepared, considering the objectives of the meeting and
using the template provided. The meeting agenda must discuss the purpose of the
meeting and provide details regarding the place, date and time of the meeting.
After preparing the meeting agenda, you are then required to send an e-mail to the staff
members to invite them to the meeting.
Guidelines
for
writing
the
e-
mail:
•
Ensure the text written in the e-mail is grammatically correct and free of errors.
•
Use business style writing.
•
The text must provide a summary of the attachment.
•
Attach meeting agenda to the e-mail.
After e-mailing the meeting agenda to the participants of the meeting, you are then
required to conduct a meeting with them.
When conducting the meeting, you must demonstrate effective and communication skills
at all times:
•
Use formal communication style, encouraging and respectful tone
•
Ask questions to clarify and confirm understanding
•
Listen actively
•
Understanding the information needs of others
•
Adapt communication to suit the audience
•
Answer questions clearly and concisely
•
Use non-verbal communication skills that encourage discussion and feedback: nodding, smiling, eye contact
During the meeting, you must:
•
Welcome the participants
•
Provide an introduction to the meeting’s purpose
•
Confirm the following with the HR Manager:
o
If the employees for the implementation of the operational plan were
recruited and inducted according to the organisation’s human resources
management policies, practices and procedures.
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o
If the physical resources and services were acquired according to the
organisation’s policies, practices and procedures
•
Provide an opportunity for discussion.
o
Listen and comprehend information from a variety of spoken exchanges with the participants of the meeting
o
Provide an opportunity for the audience to ask questions
o
Respond to questions.
o
Assess the concerns of the participants
o
Acknowledge and respond to differences in opinions.
HR manager will:
Confirm that the acquisition of human and physical resources were carried out in accordance with the organisational policies and procedures.
Close the meeting:
•
Summarise the agreed outcomes
After the meeting, you must provide summary outcomes of the meeting using the meeting
minutes template provided.
After preparing the meeting minutes, send an e-mail to the attendees of the meeting. Guidelines for writing the e-mail:
•
Ensure the text written in the e-mail is grammatically correct and free of errors.
•
Use business style writing.
•
The text must provide a summary of the attachment.
•
Attach meeting minutes to the e-mail.
From:
opm@onlinemediasolutions.com
To:
hrm@onlinemediasolutions.com
Subject: Meeting Invitation
Attachment: Meeting Agenda
Hello HR Manager,
I would like to invite you for a meeting to confirm that the resources are acquired in accordance with the organizational policies, practices, and procedures. The meeting will be
held on 24/11/2023c at 1300hrs at the Online Media Solutions HQ boardroom. Please find the meeting agenda and further details attached. Looking forward to meeting with you. Best Regards,
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Operations Manager Online Media Solutions
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Meeting agenda template:
Date/Time:
24/11/2023/. 13:00 hrs
Location:
Online Media Solutions HQ Boardroom
Chairperson:
Operations Manager Meeting Attendees:
Full names and roles
HR Manager Agenda Item/Topic
Discussion/Outcomes
Acti
on Offic
er
Du
e Da
te
Welcome
Greetings
(
Agenda item 1)
Topic?
Confirm resources are acquired
HR Manager 24/11/202
3
(
Agenda item 2)
Topic?
Check whether resources acquired according to organizational policies.
Operations Manager 24/11/202
3
(
Agenda item 3)
Topic?
Question and answer session 24/11/202
3
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Summary
Overall
Summary
Whether resources are available according to policy.
Decision/s
Receive confirmation Action/s
if
any
Next
Meeting time/date
N/A
Meeting closed at:
Agreement of confirmation
Minutes are a true
and
accurate
record
of
the
meeting
Approved/confirmed
by whom?
Operations Manager
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Meeting minutes template:
Minutes of Meeting Meeting Objective: to confirm that the resources are acquired in accordance with the organizational policies, practices, and procedures.
Attendees: HR Manager
Venue: Online Media Solutions
Date: 24/11/2023
No.
Points Discussed
Actions Suggest
ed
Target Date
1
Confirmed that the resources are acquired in accordance with the organizational policies, practices, and procedures.
Revisit some procedures 24/11/2023
2
Discussed challenges and asked questions Add contributions to confirmation
24/11/2023
3
Agreed and received confirmation
Send confirmation 24/11/2023
Signature of attendee 1: HRM Signature of attendee 2:
Signature of attendee 3: OPM
Signature of attendee 4:
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Part C: Self contribution to the resource acquisition
This part of the activity is a continuation of part B.
This part of the activity requires you to answer a set of questions. The purpose of these
questions is to assess the student’s knowledge and skills in the contribution of resource
acquisition as part of their role as Operations Manager.
This activity requires you to answer the following questions:
How can you contribute to the recruitment and induction of the employees?
How can you ensure that the physical resources and services were acquired
according to the organisation’s policies, practices and procedures?
What intellectual property rights and responsibilities will you incorporate during the acquisition of resources?
You must use the template provided to document your response. Your response must be
in accordance with the completion of your work activities.
You must get the documented responses signed by your supervisor/trainer/assessor.
Template:
How can you contribute to the recruitment and induction of the employees?
(30-
50 words)
Be prepared to provide constructive feedback on why an applicant was unsuccessful.
You could also ask a recruitment agency for help in recruitment. Generally, a recruitment agency will cost more, but the recruitment process will take less time and is likely to reach a larger number of potential employees in a shorter amount of time.
How can you ensure that the physical resources and services were acquired according
to the organisation’s policies, practices and procedures? (30-50 words)
Check with the relevant departments about the resources and services included
in the operational plan
Check availability
Confirm with departmental heads the procedures used for acquisition
Ask for proof or records
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What intellectual property rights and responsibilities will you incorporate during the acquisition of resources? (30-50 words)
In terms of managing operational plans, it is important to ensure that any processes used in the development of products or delivery of services do not breach any current patents.
Human resource and recruitment policies need to provide clear guidance on the
organization’s IP ownership and that of its employed staff.
It is also important to consider protecting purchasing decisions by seeking warranties from contractors and suppliers
Signed by: Operations Manager
Date: 24/11/2023
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Activity 3: Monitor and review the outcomes of operational performance
Activity
context
The operational plan was implemented. To monitor and review the outcomes of
operational performance, a review was conducted at the end of first quarter. The
following were the outcomes of the review conducted:
Profit margins were 20%. This was due to lack of operational efficiency.
Customer satisfaction rates were achieved.
Marketing campaigns need to be more focused on services offered
The productivity standards were achieved.
Staff performance management was conducted. It was identified that the customer service staff needs training in interpersonal skills.
Description
of
the
activity
This activity requires you to monitor and review the outcomes of operational
performance. To do so, you need to complete the following parts of this activity:
Part A: Monitor the outcomes of operational performance
Part B: Negotiate recommendations for variations to the operational plan
Part A: Monitor the outcomes of operational performance
This part of the activity required you to implement relevant monitoring processes for
ongoing monitoring of the operational plan.
To do so, you are required to:
Assess the progress of operational plan in the achievement of profit and productivity plans and targets (refer to the activity context)
Identify the variations to the operational plan and document the areas of under- performance
Recommend solutions
Document, how you rectified the situation?
Identify the performance gaps of your team members considering the areas of under-performance
Document the training needs, actions to be implemented, timeframe, resources required considering the performance gaps
You must use the template provided and get the document signed from your
supervisor/trainer/assessor.
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Template:
Variations to the
operational plan and the
areas of under-
performance (Any two)
Recommended solutions
Profit margins were 20%. This was due to lack of operational efficiency.
Minimize expenditure by cutting down operational costs
Marketing campaigns need to be more focused on services offered
Reevaluate marketing campaigns and adjust according to requirements How you rectified the situations of under-performance? (30-50 words)
Routine service and maintenance reports
Number of customer complaints in those complaints
Customer feedback
Backlog of orders being fulfilled
Analysis of incidents/incident reports
Staff performance appraisals
Variations in work reports Recommendations for the variation to operational plan (30-50 words)
When an event occurs that results in a manageable negative variance, adjustments need to be made to the operational plan.
These can be done without significant variations to your plan through minor reallocations within your budget.
Where there is negative variance means you cannot meet the targets without going over-budget, a formal variation in your plan may be required to address the situation.
Performan
ce gaps
(Any
three)
Traini
ng need
s
Actions to be implement
ed
Timefram
e
Resourc
es require
d
Customer service
Interpersonal skills
Train customer service team
2 months
Coach
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Training Needs
Identify skill gaps through regular performance assessments. Develop targeted training programs to address these
gaps, ensuring continuous improvement.
Conduct targeted training programs
based on identified skill gaps. Collaborate with HR to design and implement effective training initiatives.
3 months Coach
Timeframe and Resources
Establish a timeframe for implementing adjustments. Minor reallocations within the budget can be
swiftly executed. However, for formal variations, allocate the necessary resources and
adhere to a timeline that aligns with organizational
goals.
Roll out training programs within the next quarter to address performance gaps
systematically.
4 months Coach
Signed by: Operatio
ns manager
Date: 24/11/2
023
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Part B: Negotiate recommendations for variations to operational plan
This part of the activity requires you to arrange a meeting with the General Manager.
The purpose of the meeting is to negotiate recommendations for variations to
operational plans
Before the meeting, you are required to develop a meeting agenda and send an e-mail to
the staff members to invite them to the meeting.
The meeting agenda must be prepared, considering the objectives of the meeting and
using the template provided. The meeting agenda must discuss the purpose of the
meeting and provide details regarding the place, date and time of the meeting.
After preparing the meeting agenda, you are then required to send an e-mail to the staff
members to invite them to the meeting.
Guidelines
for
writing
the
e-
mail:
•
Ensure the text written in the e-mail is grammatically correct and free of errors.
•
Use business style writing.
•
The text must provide a summary of the attachment.
•
Attach meeting agenda to the e-mail.
After e-mailing the meeting agenda to the participants of the meeting, you are then
required to conduct a meeting with them.
When conducting the meeting, you must demonstrate effective and communication skills
at all times:
•
Use formal communication style, encouraging and respectful tone
•
Ask questions to clarify and confirm understanding
•
Listen actively
•
Understanding the information needs of others
•
Adapt communication to suit the audience
•
Answer questions clearly and concisely.
•
Use non-verbal communication skills that encourage discussion and feedback: nodding, smiling, eye contact
During the meeting, you must:
•
Welcome the participants
•
Provide an introduction to the meeting’s purpose
•
Present the variations to the operational plan and recommended solutions
•
Provide recommendations for the variation to the operational plan
•
Provide an opportunity for discussion.
o
Listen and comprehend information from a variety of spoken exchanges with the participants of the meeting
o
Provide an opportunity for the audience to ask questions
o
Respond to questions.
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o
Assess the concerns of the participants
o
Acknowledge and respond to differences in opinions.
•
Confirm if the required support is provided for individuals and teams (As per part A)
•
Negotiate recommendations for variations to operational plans and gain consensus for the recommendations.
General manager will:
Discuss their point of view.
Discuss that the training needs of individuals and teams were addressed.
Negotiate on recommendations for variations to operational plans Close the meeting:
•
Summarise the agreed outcomes
After the meeting, you must provide summary outcomes of the meeting using the meeting
minutes template provided.
After preparing the meeting minutes, send an e-mail to the attendees of the meeting. Guidelines for writing the e-mail:
•
Ensure the text written in the e-mail is grammatically correct and free of errors.
•
Use business style writing.
•
The text must provide a summary of the attachment.
•
Attach meeting minutes to the e-mail.
From:
opm@onlinemediasolutions.com
To:
gm@onlinemediasolutions.com
Subject: Meeting Agenda
Attachment: Meeting Agenda -25/11/2023
Hello General Manager, I would like to invite you to the meeting to negotiate recommendations for variations to operational plans. The meeting will be held on
25/11/2023 at 12: 00hrs at the Online Media Solutions HQ boardroom. Please find the meeting agenda and further details attached. Looking forward to meeting with you. Best Regards, Operations Manager Online Media Solutions
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Meeting agenda template:
Date/Time:
25/11/2023
Location:
Online Media Solutions HQ
Chairperson:
Operations Manager Meeting Attendees:
Full names and roles
General Manager Agenda Item/Topic
Discussion/Outcomes
Acti
on Offic
er
Du
e Da
te
Welcome
(
Agenda item 1)
Topic?
Introductions to variations Operations manager
25/11/202
3
(
Agenda item 2)
Topic?
Discuss recommendations General manager
25/11/202
3
(
Agenda item 3)
Topic?
Agree on recommendations to solve issues.
OPM, GM 25/11/202
3
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Summary
Overall
Summary
Agree on recommendations Decision/s
Confirm recommendations Action/s
if
any
Next
Meeting time/date
N/A Meeting closed at:
Agreement of recommendations Minutes are a true
and
accurate
record
of
the
meeting
Approved/confirmed
by whom?
Operations Manager
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Meeting minutes template:
Minutes of Meeting Meeting Objective:
To negotiate recommendations for variations to operational plans
Attendees:
General Manager
Venue:
Online Media Solutions HQ
Date: 25/11/2023
No.
Points Discussed
Actions Suggest
ed
Target Date
1
Explanations of the variations to operational plan
Review operational plan
25/11/2023
2
negotiate recommendations for variations to operational plans
Submit recommendations 25/11/2023
3
Finalize recommendations per agreement Send recommendations 25/11/2023
Signature of attendee 1: GM
Signature of attendee 2:
Signature of attendee 3: OPM
Signature of attendee 4:
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