Assessment Task 3 BSBMGT517 Manage operational plan

Monitor and review operational

performance
Submission details

Candidates name Phone no.

Assessors name Phone no.

Assessment site

Assessment date/s Time/s

The assessment task is due on the date specified by your assessor. Any variations to this
arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for
details.

Performance objective
You will demonstrate skills and knowledge required to monitor and review operational
performance.

Assessment description
In response to a simulated business scenario, and using work completed in Assessment Task
1, you will develop, monitor and review performance systems, analyse performance, identify
areas of underperformance, take prompt remedial action and report on operational
performance.
In accordance with contingency planning developed in Assessment Task 1, you will take
prompt action to address employee underperformance. In a role-play, you will coach the
employee in accordance with performance management systems.
You will then prepare and present, in a second role-play, a management report describing
the performance system, performance results and recommendations for changes to
operational plans. During the role-play, you will negotiate changes to operational plans and
gain approval for recommendations from the Operations General Manager (the
facilitator/assessor).

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Procedure
1. Read the simulated BBQfun scenario information provided in Appendix 1 of this task
and in the business documentation provided by your assessor (the same
documentation provided in Assessment Task 1).
2. Prepare a plan for monitoring performance from the start of implementation to the
end of the financial year. You may use the action plan template (provided in Appendix
2) or create your own plan. Ensure you include plans for monitoring and/or
documenting:
a. budgetary and financial performance
b. productivity performance
c. employee performance in line with performance management policy
d. milestone achievement and performance against targets
e. dates for monitoring activities in line with scenario
f. resources for monitoring
g. progress reporting at the end of each quarter to the Operations General
Manager
h. regular performance management of online staff and lodgement of records
with the HR Manager.
3. Identify areas of employee underperformance, determine possible remedial actions
and prepare to performance manage underperforming employees. Refer to, follow, or
adapt, existing contingency plan for underperforming employees (developed in
Assessment Task 1).
4. Follow your contingency plan and the BBQfun performance management policy to
coach and performance manage an underperforming employee. Arrange with your
assessor to role-play the coaching session. You may wish to use the performance
management plan template and coaching plan template (provided in Appendices 3
and 4 of this task) to prepare for the coaching session. Make sure you begin a
coaching session with an explanation of your role as a coach in supporting the
employee to meet BBQfuns organisational goals.
5. Analyse operational performance as described in scenario, and produce an
operational plan status report based on the information provided in Appendix 1. You
may wish to use the Operational Status Report template (provided in Appendix 5).
You will also need to include in your report:
a. a description of budgetary and financial performance
b. a description of productivity performance
c. an analysis of milestone achievement and performance against targets
d. three recommendations for operational improvement.

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6. Arrange a time to meet with your assessor to role-play the presentation of your report
to the Operations General Manager and negotiate recommendations involving, for
example, changes to plans, changes to implementation of plans, changes to budget,
etc. and seek approval for the implementation of your recommendations.
7. Submit a portfolio of your implementation documents as outlined in the
specifications below. Keep copies of your work for your records.

Specifications
You must:
participate in two role-plays:

coaching an underperforming employee

presentation of report to Operations General Manager
submit a portfolio that includes:

a monitoring plan
a contingency plan (amended from Assessment Task 1) for managing employee
underperformance
a coaching and performance management plan
an operational plan status report, including:
a description of budgetary and financial performance
a description of productivity performance
an analysis of milestone achievement and performance against targets
three recommendations for operational improvement.

Your assessor will be looking for:

reading and writing skills to access, interpret and use workplace information and to
write a practical monitoring plan and management report
oral communication skills to present information in a clear and professional manner to
underperformers and management, listen and comprehend information and confirm
understanding through questioning and active listening
planning and organisational skills to take responsibility for monitoring an operational
plan to determine performance against operational goals
leadership skills to communicate with and motivate underperformers, facilitate
performance management discussions and collaborate to achieve business outcomes
numeracy skills to monitor expenditure of financial resources

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knowledge of models and methods for operational plans

knowledge of the relationship between an operational plan and organisational

objectives
knowledge of budgeting processes.

Adjustment for distance-based learners

The role-plays can be adjusted for distance learning. The role-plays for this task can
be varied to take place using Skype conferencing (or any other video conferencing
tool available to both you and the assessor).
A follow-up interview may be required (at the discretion of the assessor).

Documentation can be submitted electronically or posted in the mail.

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Appendix 1: Scenario e-Commerce performance

monitoring

Background to scenario
The BBQfun Board of Directors and the CEO have decided to implement an e-commerce
strategy to maintain or increase market share and revenue and satisfy customer needs in
line with company strategic directions.
You have been hired as an external consultant to manage operational planning activities for
BBQfuns e-commerce strategy.
Under the strategy, BBQfun would offer all products in an online store. Stock could be
stored at no extra cost at existing stores. Customers would cover delivery costs.
The BBQfun website now has e-commerce functionality. The website has been redeveloped
to incorporate this functionality in line with relevant technical specifications after you
consulted with specialist managers. Existing infrastructure, such as office and store
configurations, has been adapted to the new strategy. Additionally, assets such as delivery
vehicles have been acquired. New staff has been recruited and existing staff retrained or
informed of the e-commerce strategy and associated operational and performance targets.
All resourcing should have been acquired and operations undertaken in accordance with
relevant external standards, such as legislation and codes of practice, and internal
standards, such as organisational policies and procedures and performance targets.
It is now 1 January 2014. e-Commerce operations are expected to be underway by 1 October
2014.

Scenario task
You will need to plan monitoring activities for ongoing customer service activities, website
maintenance, and revenue generation over the financial year from the start of
implementation.
You will then need to analyse performance data for the second quarter of the financial year.
You will then need to coach an underperforming employee in accordance with the BBQfun
performance management policy and previously developed contingency planning (the
planning developed for Assessment Task 1).
Finally, you will need to prepare and present a report with recommendations for operational
improvement to the Operations General Manager.
Note: You may consider the management team of BBQfun including team leaders in
warehouses to be resources for the monitoring of performance. Use description of their
roles in operational planning when assigning responsibilities.
Note: Financial reporting is completed by the CFO at the end of each quarter of the financial
year. Employee performance is gathered by store managers, sales and marketing managers
(online staff) and compiled by the HR Manager at the end of each quarter.

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Individual performance data

The following performance data is available for Lee Waters:

KRA Target KPI Result

Quality of 1% error rate % of informational or 10%

online sales and order mistakes
service

Speed of service <10 minutes per interaction Average time to 20 minutes

(online) completion

Financial $30,000 sales $ sales $20,000

Professional Participate in 2 hours of sales Training hours 0 hours

development training per month.

Organisational performance
Information from the Sales and Marketing Manager
A discussion with the Sales and Marketing Manager has provided you with the following
information.
The Sales and Marketing Manager has been tracking progress against the following key
performance indicators (KPIs):
1. 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%.
Currently the rate of mistakes made is 10%.
2. Speed of online sales and service is measured in average time to resolve a customer
enquiry. The target is <10 minutes. Currently, the average time to complete an online
enquiry is 20 minutes.
3. 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.
4. 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. In the second quarter this financial year, we generated $250,000 in revenue,
providing a profit of $40,000 for the quarter.

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Further to the KPIs, the Sales and Marketing Manager provides more information on each
area of performance.
Quality of online sales and service:
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.

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.

Speed of delivery:
Driver team leader is exceptional motivator.

Driver morale is high.

Driver attendance of routine training and team briefings is at 100%.

Online sales and revenue

Some lack of sales may be due to poor customer service.

Sales may pick up as awareness of online option through marketing actions increases.

In terms of our key actions, were 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.

Information from the Chief Finance Officer (CFO)

A discussion with the CFO has provided you with the following information:
The CFO has been tracking progress against the following key performance indicators
(KPIs):
1. Budget success is measured in % overrun/underspend. The target is 0% overrun.
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.

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2. The timeline for the e-commerce project is to have the e-commerce activities
implemented by 1 October 2014. Currently the implementation is on track.
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.

On that last risk, I think sales may need to be more closely monitored. Customer needs and
changing market conditions/competition may need to be reassessed and addressed.

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Appendix 2: Action Plan Template

Milestone: Action and/or objective Date Person Budget or resources

(to achieve strategic aims of physical or human resourcing) responsible (where applicable)

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Appendix 3: Performance management plan template

Name/position: Manager: Review period:

Reference from Key result area Indicator of success/ By Status

operational plan performance when report

Managers comments: Signature:

Date:

Staff members comments: Signature:

Date:

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Appendix 4: Coaching plan template

Employee:

Coach/Manager:

Date of session:

Questions

Goal

Reality

Options

Will

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Appendix 5: Operational Plan Status Report template

BBQfun operation plan status report Date:

Plan goal Implement e-commerce strategy Department Operations

Plan redevelop website and acquire physical Person responsible Project Officer
objective/s resources
recruit and train staff

achieve profit targets

adhere to budget

adhere to timelines.

Key performance indicators Current status Comments

(Red, Green, Amber)

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Key performance indicators Current status Comments

(Red, Green, Amber)

Key action update

Key action Accomplishments Comments

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Risk update
Risk Contingency Comments

1.

2.

3.

4.

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General comments

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