BSB51918 Diploma of Leadership and Management Assessment Resource – BSBMGT517 Manage operational plan | Page 1 of 34 V 4.0: May 2020, Approved: QAC, Next Review: December 2020 International College of...

Task One
Before you can develop the operational plan, you will need to consult with the relevant managers at XYZ Company.
Develop a consultation plan that lists the names of the XYZ Company personnel that you would consult with; explain why you would consult with them and for each one, list five questions you would ask them.
Operational Plan
The consultation plan is a representation of a set of terms and conditions for the employees of the company. XYZ Company is a call center which is planning to shift their office to Tasmania, Australia. It is the assistant managers who are responsible for querying the key employees on various issues related to the development of the organization and consult with them with respect to exchange of ideas for the company’s transformation.
The operational plan of XYZ Company will be with respect to the critical planning by a group of people in an association and deliver brief methodologies in order to accomplish the objectives and targets within a fixed timeframe. The particular timeframe may be a financial year or monetary or spending period. The strategies planned and the layouts constructed details the exercises and tasks which helps the association or the organization to achieve the desired results and objectives which is similar to the assets and expenditure scheduling likely to attain the organizational targets. The operational plan also helps to additionally characterize and report the various requests and helps in the proper circulation of the assets and it also ought to permit any kinds of progressions and alternations in the organization and with respect to the strategies which are adopted in various offices and for enhancement of the financial status. Thus the operational plan of a company happens when the organizational team or the association and the department edifies a companywide strategic plan and puts it under implementation John Leo Weber, (2019). Therefore, it works well when the team is big and helps to communicate across the various departments.
The Call Center Manager will be responsible for undertaking the tasks for edification of the operational arrangements for the XYZ Company’s Hobart facility call center setup and by focusing towards it. It will be initiated by making necessary arrangements of counselling with the association partners. But, for the erection and setup of an operational arrangement which will be of superior quality cannot be done without proper planning, exchange of ideas and proper certification and access to appropriate documents. As an administration for management of the operational arrangements of the Hobart call center there is need to edifice the fundamental procedures in order to obtain and acquire various data and information about the assets which is required to be acquired and exchange dialogue and consult with the various partners of the company, the employees and workers of the organization and the asset supervisors of the XYZ Company.
The consultation plan for the various employees and personnel of XYZ Company
Chief Executive Officer:
The Chief executive manger of XYZ Company needs to be chosen and it is Mike Smith who is appointed as the CEO of the company. He is a Master in Business Administration (MBA) and also holds a post graduate diploma in the field of Business Law. He is having vast experience in the field of finance. He has worked with Information technology companies (IT) for more than 15 years in the field of finance. He holds a bachelor degree and is a qualified engineer.
Mike Smith will be required to clarify the below questions related to the various issues stated below:
1. Mike Smith needs to reply on whether XYZ Company’s corporate social responsibility strategy and planning collaborates and matches with the present available current resources of the company? If no, then how can that be fulfilled and what should be the criteria that should be adopted so as to fill the gap?
2. He should be queried on the frequency of conducting the SWOT analysis for identification and analysis of the strength, weaknesses, opportunities and threats of the company with respect to the ever changing environment and the changes in the demand of the clients of the organization?
3. Does the XYZ Company recognises and analyzes the profitability of associating with partners through collaboration, joint venture and partnership? Does it applies to XYZ Company and what advantages can it deliver to the company?
4. Mike will also need to answer on the efficiency in terms of customer services in a call center by the staffs and the telesales executives from an operational point of view? This will help to analyse whether the company’s clients are satisfied or whether any more changes are required for modification and alternation of the operational arrangement strategies?
5. How well Mike is utilizing its resources, staffs, personnel and various other assets and equipments in order to carry on the tasks and successfully and efficiently reaching the ultimate organizational objectives?
Managing Director Financial operations:
It will be Jone Williams who will be appointed and will be acting as the managing director financial operation in XYZ Company. He has more than 20 years of experience in accountancy and is a qualified Chartered professional accountant. He is also a member of the National Institute of Accountants. His vast experiences and qualifications in finance and accountancy will help the company to progress and prosper in the future. The consultation questions that would be asked by the company management to Jone Williams will be as follows:
1. Jone Williams needs to reply on what are the pricing strategy that are being adopted by the company in order with respect to the purchase and selling of the products of XYZ Company? He also needs to reply on the various pricing positions, segments, capability and competitive pricing reactions strategies adopted by the company?
2. Jone Williams also needs to reply on the present financial position and situation of the company with respect to the competitors and the other small players in the Australian industry?
3. He also needs to reply on whether XYZ Company is able to effectively manage its finances and what are the strategies adopted to do so?
4. There are estimations and budgeted figures with respect to the company financials set for each year. Therefore, Jone Williams needs to reply whether the actual financial figure really matches with the estimated or budgeted figures of XYZ Company? He also needs to reply on what corrective measurements have been taken by him in order to mitigate and minimise the variances?
5. What are the methodologies applied in order to reduce the gap between the financial budgeted and actual figures and follow up conducted to supervise whether the gaps has really been mitigated or not?
Managing Director Business operations:
The managing director business operation who has been selected to work in XYZ Company is Mary Johns. She has 15 years of experience in the assortment of telecommunications processes and in IT enabled businesses. She also holds a Bachelor degree in the field of Science and is also a postgraduate diploma in IT services management as well as received an added postgraduate diploma in business law. The questions that should be queried from Mary Johns for the preparation of an operational plan would be as follows:
1. Is the XYZ Company’s call center business is able to promptly and effectively meet its targets on a year-on-year basis? If so, what are the sales growth and high sales achievements made by the company?
2. Does XYZ Company is in such a position to successfully achieve the planned organizational and promotional objectives set by the managing director? If not, why and what are the reasons for not been able to achieve the promotional goals?
3. She also needs to reply on whether the clients and the customers of XYZ Company are satisfied on the various products and services offered by the company? Also, she needs to reply on the percentage of customer retention policies adopted and whether the same is enabling to grow or decline this percentage?
4. She needs to reply on the services delivered to the customers are creating any value of not? What are the methods and strategies adopted by her to get the data of the customers in order to analyse the augmentation in customer’s value?
5. Finally, she also needs to reply on the methods adopted by her in order to address the customer complaints and also provide the various sources through which these data are collected in order to address the customer’s issues successfully.
Managing Director Human resources:
The managing director of human resources who is responsible for handling the recruitment and resource management process of XYZ Company is Marvin Munroy. He is entitled with more than 10 years experience in staffing and general HR management field. He also holds a Bachelor degree in the field of Human Resource Management and also holds a graduate diploma in the field of psychology. He is also a member of the reputed and renowned Australian Human Resources Institute. Following are the questions needs to be queried to Marvin Munroy related to the staffing progress and developments in XYZ company are as follows:
1. What are the basis and the methods adopted by XYZ Company with regards to the recruitment policy, evaluation of staffs, promotion methodologies and termination policies?
2. Before beginning the jobs do the employees get adequate and proper training necessary to perform the tasks efficiently? What is the type of training which is delivered to the staff? Is it classroom training with demo or hands-on training on job or both?
3. Are the employees capable and skilled enough to perfectly and efficiently carry on the works delivered to them? What are the policies adopted and the trainings provided for the employees who are under performing?
4. What are the criteria adopted by the company in order to select the right candidate for the right job? Does any background verifications conducted for the selected employees in order to find whether the employees are providing genuine data or not?
5. What are the strategies adopted for motivation of the employees and finding them satisfied with their jobs? What are the various team building and conflict resolution management process adapted by him to successfully enabling the employees achieve the organizational objectives?
References
The Economic Times; Definition of 'Pricing Strategies'; https://economictimes.indiatimes.com/definition/pricing-strategies#:~:text=A%20pricing%20strategy%20takes%20into,defined%20customers%20and%20against%20competitors.
John Leo Weber, (2019); Operational Planning: How to Make an Operations Plan; https://www.projectmanager.com/blog/operational-planning-make-operation-plan
Task Two
a) Develop a list of physical (e.g. equipment) and human resources required to operate the call center
List of equipment that is needed in order to set up the call centre
1.    150 USB Headsets
2.    Data Handler
3.     Predictive Diallers
4.    Call recording devices
5.    Workforce administration
6.    Workforce Optimization
7.    Cubicles, desks, whiteboards and chairs
8.    80 Executive Desktops
9.    Cloud based solution
10.    Call routing devices
11.    Customer Relationship Management (CRM)
12.    Multichannel communications
b)    Write a proposal for the procurement of the physical resources on your list that includes why each is needed, where it will be sourced from, cost and date needed
Total number of Human resource required in XYZ Company is 50 employees as per the company seats availability. The distribution of the 50 employees of the organization will be as follows:
There will be 3 Team Leaders
It will be 2 Customer Service Administrators hired
2 Back Office Administrators will manage the back office works
There will be 3 Trainers who will manage the organizational tasks
There will be 2 Work Force Managers hired to manage the employees
35 Customer Service Consultants who will be in the Associate level
c)    Develop at least three Key Performance Indicators (KPIs) that you will use to measure the overall performance of the call center using the SMART method
The KPI’s or Key performance indicators of XYZ Company are as follows:
Average Queue time:
It is considered as the waiting time which an individual has to stay for chatting to the employees or the associate in the call center. The higher is the queue time that the customer has to wait in the process the slower is the service of the company and the customer is delivered services...