BSBOPS502 Assessment 2

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EAFIT University *

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MISC

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Information Systems

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Nov 24, 2024

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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. BSBOPS502 Assessment 2 V1 Page 1 of 56
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
BSBOPS502 Assessment 2 V1 Page 5 of 52
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 BSBOPS502 Assessment 2 V1 Page 6 of 56
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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 Page 8 of 56
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. BSBOPS502 Assessment 2 V1 Page 12 of 56
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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 BSBOPS502 Assessment 2 V1 Page 13 of 56
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 BSBOPS502 Assessment 2 V1 Page 15 of 52
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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 Page 16 of 56
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 BSBOPS502 Assessment 2 V1 Page 22 of 56
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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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