Action Plan for Performance Management and Underperformance Strategies

Action plan Milestone: Action and/or objective (to achieve strategic aims of physical or human resourcing) Date Person responsible Budget or resources (where applicable) Make the report for budgetary and financial performance, all the expense should have the evidence Mar 2014 CFO Human resource Make the checklist for the productivity performance and signature as well April 2014 HR manager Human resource Make the performance report that including the performance management policy, acknowledge by employee’s signature and supervisor’s signature May 2014 HR manager Human resource and financial resource Conduct the performance review regularly to ensure that achieve the performance target. May 2014 HR manager / Operation General manager Human resource and financial resource Make the schedule of monitoring activities April 2014 HR manager Human resource and financial resource Ensure that we cover all the resource of monitoring such as report, checklist and other necessary April 2014 HR manager Human resource Summary the report at the end of each quarter to Operations General Manager April 2014 Operation General manager Physical resource/ Financial resource Consult with HR manager about the regular performance management of online staff and lodgment of record with the HR manager. April 2014 HR manager Financial resource BSBMGT517 Assessment Task 3 – Portfolio and presentation Updated: June 2015 V 1 1

Identify areas of employee underperformance, determine possible remedial actions and prepare to performance manage underperforming employees. Appendix 3: Performance management plan Name/ Position Emily / Online Manager Operation General Manager Review period September 2014 BSBMGT517 Assessment Task 3 – Portfolio and presentation Updated: June 2015 V 1 2 Contingency Plan Company name : BBQfun Name of person developing the plan : Danial Who was consulted as part of this plan ? Name Les Goodale Position Human Resources (HR) Manager Risk identified: Employee underperformance Strategies/activities to minimise the risk By when By whom Use the checklist for performance check as the evidence First day Manager Consult with the employee’s supervisor about their underperformance First week HR and Manager Give the warning letter with the explanation and evidence so that they can understand First week HR Re-training for the employee Second week HR Give them the probation period after warning letter is given 3 months HR

customer service Reference from operational plan Key result area Indicator of success/ performance By when Status report Made the mistake when providing information or making an order The rate of mistake made is 10% The rate of mistake made is 1% Next 3 month s Not report Not meet the average time of speed of online sales and service Average time online enquiry is 20 minutes Average time online enquiry is 10 minutes Next 3 month s Not report Not meet the target of making revenue, Currently make $40,000 quarterly or $250,000 in revenue The target is $300,000 in sales per quarter, which would make an $80,000 profit per quarter Next 3 month s Not report Manager’s comments: Emily not familiar with the online service so Signature: BSBMGT517 Assessment Task 3 – Portfolio and presentation Updated: June 2015 V 1 3

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that it could take time for her and now she acknowledged all her performance, we may conduct coaching for her Kim Chen Date: 3 rd September 2014 Staff member’s comments: Im not familiar with the online service so that it could take time when serving customer, I acknowledged all of my performance and will improve it Signature: Emily Date: 3 rd September 2014 Appendix 4: Coaching plan Employee : Emily Coach/ Manager: Kim chen Date of session: 3 rd September 2014 Questions Goal Staff understand all the area of their performance and KPIs - Quality of online sales and service - Speed of online sales and services - Speed of delivery - Online sales and revenue Reality Quality of online sales and service is measured in: % of mistakes made by a customer service employee when providing information or making an order. Currently the rate of mistakes made is 10%. Speed of online sales and service is measured in average time to resolve a customer enquiry. Currently, the average time to BSBMGT517 Assessment Task 3 – Portfolio and presentation Updated: June 2015 V 1 4

complete an online enquiry is 20 minutes. Average delivery speed is measured in the average time in days from the order being made to the customer receiving delivery of the product. The target is three days from order to delivery. Currently, the average delivery speed is three days. Revenue success is measured in the amount of revenue generated in dollars. In the second quarter this financial year, we generated $250,000 in revenue, providing a profit of $40,000 for the quarter. Option Provide the training and employee with good performance to be their personal coach Guide staff about what should they do to achieve the goals, such as, try to be more quick analyse what customer what and provide the best solution for them BSBMGT517 Assessment Task 3 – Portfolio and presentation Updated: June 2015 V 1 5

Will Quality of online sales and service is measured in: % of mistakes made by a customer service employee when providing information or making an order. The target is 1%. Speed of online sales and service is measured in average time to resolve a customer enquiry. The target is <10 minutes Average delivery speed is measured in the average time in days from the order being made to the customer receiving delivery of the product. The target is three days from order to delivery Revenue success is measured in the amount of revenue generated in dollars. The target is $300,000 in sales per quarter, which would make an $80,000 profit per quarter BSBMGT517 Assessment Task 3 – Portfolio and presentation Updated: June 2015 V 1 6

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BSBMGT517 Assessment Task 3 – Portfolio and presentation Updated: June 2015 V 1 7

Appendix5: Operational Plan status report BBQfun operation plan status report Date: 1 st October 2014 Plan goal Implement e-commerce strategy Department Operations Plan objective/s  redevelop website and acquire physical resources  recruit and train staff  achieve profit targets  adhere to budget  adhere to timelines. Person responsible Project Officer Key performance indicators Current status (Red, Green, Amber) Comments Revenue success is measured in the amount of revenue generated in dollars. The target is $300,000 in sales per quarter, which would make an $80,000 profit per quarter Red In the second quarter this financial year, we generated $250,000 in revenue, providing a profit of $40,000 for the quarter Quality of online sales and service: – Staff familiar with the product line – Staff understand CRM system and ordering process – Staff understand product line and able to locate information – Staff have communication lines – Staff have job aid or support from management – Staff have ongoing performance managerment as per company policy – Staff have the morale Red – Staff not familiar with product line, even after training. – Staff do not understand CRM (customer relationship management) systems and ordering processes. – Staff do not understand product line. Unable to locate information. – Poor communication lines. – No job aids or support from management. – No ongoing performance management as per company policy. – Low staff morale: complaints of back pain and distractions in environment BSBMGT517 Assessment Task 3 – Portfolio and presentation Updated: June 2015 V 1 8

Key performance indicators Current status (Red, Green, Amber) Comments Speed of online sales and customer service Speed of online sales and service is measured in average time to resolve a customer enquiry. The target is <10 minutes Red Speed of online sales and service: Many customers abort interaction due to length of time for order completion. Some extra time taken because of lack of skills and knowledge. Some time taken because of poor website maintenance and occasional downtime. Budget success is measured in % overrun/underspend. The target is 0% overrun. Red Currently there is a budget overrun of 10%. Cost overruns are due to: wastage from order mistakes and over-stocking due to misuse of system overtime due to overly long customer interactions. The timeline for the e-commerce project is to have the e- commerce activities implemented by 1 October 2014. Red In addition to these key performance indicators, we have identified a number of risks that all need immediate action: The training program has not been adequate to cover required skills and knowledge. Training has been too short and insufficient to be effective. Staff are unable to perform roles due to lack of support in job roles and ongoing training, coaching. Website downtime contributes to increased service and sales disruptions. Sales continue to perform under target. BSBMGT517 Assessment Task 3 – Portfolio and presentation Updated: June 2015 V 1 9

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Key action update Key action Accomplishments Comments Review performance to staff Staff acknowledged and understand their area of improvement Staff understand what they need to do before the next performance review Coaching staff Staff have their idea to adapt and improve of their area of improvement We may need to conduct the training section again Risk update Risk Contingency Comments Staff have underperformance Conduct the training and use the evaluate after the training This may lead to some cost for training Company not achieve the target revenue Focus on how to make the sales This can include in coaching and training section Customer are not satisfy Focus on how to service customer This can include in coaching and training section No report of review performance Make the template for the report and also the checklist This can include in coaching and training section General comments In terms of our key actions, we’re tracking well. The website redevelopment has been completed on time and to budget. The delivery trucks and forklifts have been acquired and put into operation on time. In terms of recruitment, staff have been recruited on time, and the planned training has been completed. BSBMGT517 Assessment Task 3 – Portfolio and presentation Updated: June 2015 V 1 10

The problem or the area of improvement that we need to focus is the online customer service staff BSBMGT517 Assessment Task 3 – Portfolio and presentation Updated: June 2015 V 1 11

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