BSBMGT515A Manage Operational Plan

Duration of Training and Learning     100 hours
Term and Year      Term 3A, 2015    Trainer    Oimi Tam
Assessment Methods    Due in Week

Assessment 1    Analysis of response to scenario, Review of portfolio
3

Assessment  2   Analysis of response to scenario, Review of portfolio and             Role-play.    4
Assessment 3  Review of portfolio , Review of report    5
Last Modification Date    July 2015
Proposed Review Date    July 2016

Assessment 3 – Monitor and review operational performance
Submission details
Student name        Student no.
Assessor’s name    Oimi Tam
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
The candidate 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).
Procedure
1.    Read the simulated BBQfun scenario information provided in the Appendices of this task.
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 or use other project management software to create a template. Ensure to include:
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 OGM
h.    regular performance management of online staff and lodgement of records with HR Manager.
3.    Monitor operational performance as elaborated in scenario.
4.    Analyse operational performance as described in scenario, and produce an operational plan status report.
5.    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.
6.    Follow performance management policy to coach and performance manage an underperforming employee. Arrange with your assessor to role-play the coaching session.
7.    Prepare a management report including:
a.    description of budgetary and financial performance
b.    description of productivity performance
c.    analysis of milestone achievement and performance against targets
d.    three recommendations for operational improvement.
8.    Submit a portfolio of your implementation documents as outlined in the specifications below. Keep copies of your work for your records.
Specifications
You must:
A.    submit a portfolio that includes:
1)    a monitoring plan
2)    an operational plan status report
3)    a coaching and performance management plan (coaching an underperforming employee)
4)    a contingency plan for managing employee underperformance.
B.    submit a management report.
Your assessor will be looking for:
•    literacy skills to access and use workplace information and to write a succinct and practical plan
•    technology skills to use software to produce and monitor the plan against performance indicators
•    planning and organisational skills
•    coaching skills to work with people with poor performance
•    numeracy skills to allocate and manage financial resources
•    knowledge of models and methods for operational plans
•    knowledge of budgeting processes
•    knowledge of alternative approaches to improving resource usage and eliminating resource inefficiencies and waste.

Appendix 1: Scenario – e-Commerce performance monitoring
Background to scenario
The BBQfun board of directors and 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.
Under the strategy, BBQfun now offers all products in an online store. Stock is stored at no extra cost at existing stores. Customers 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 2013. e-Commerce operations were expected to be underway by 1 October 2013.
Scenario task
You will need to plan monitoring activities for ongoing sales and customer service activities, website maintenance, 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.
Finally, you will need to prepare and present a report with recommendations for operational improvement to the Operations General Manager.
Note: You may consider 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 HR Manager at the end of each quarter.

Operational Plan Status Report     Date: 1 January 2013
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
1.    Quality of online sales and service
a.    % of informational or order
mistakes = 10%
(Target: 1%)    Red    ?    Staff not familiar with product line, even after training.
?    Staff do not understand CRM systems and ordering processes.
?    Staff does 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.
2.    Speed of service (online)
a.    Average time to completion: 20 minutes (Target: <10 minutes)    Red    ?    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.
3.    Speed of delivery
a.    Average time to delivery: 2 days
(Target: 3 days)    Green    ?    Driver team leader is exceptional motivator.
?    Driver morale is high.
?    Driver attendance of routine training and team briefings 100%.
4.    Online sales and revenue = $250,000
(Target: 300,000)
a.    Profit =$40,000 ($ Target: 80,000)    Amber    ?    Some lack of sales may be due to poor customer service.
?    Sales may pick up as awareness of online option through marketing actions increases.
5.    Budget: 10% overrun    Amber    ?    Cost overruns due to:
?    wastage from order mistakes and over-stocking due to misuse of system
?    overtime due to overly long customer interactions.
6.    Timeline: 1 October implementation    Green    ?    Implementation on track
?    e-Commerce underway.
Key action update
Key action    Accomplishments    Comments
1.    Redevelop website and acquire physical resources    ?    Redevelopment complete on time and on budget.
?    Delivery trucks and forklifts acquired and operational on time.    Well done team!
2.    Recruit and train staff    ?    Recruitment complete on time.
?    Training complete on time.    Well done team!
Risk update
Risk    Contingency    Comments
1.    Training program not adequate to cover required skills and knowledge. Training too short and insufficient to be effective.    ?    Action needs to be taken immediately.
2.    Staff unable to perform roles due to lack of support in job roles and ongoing training, coaching    ?    Action needs to be taken immediately.
3.    Website downtime contributes to increased service and sales disruptions    ?    Action needs to be taken immediately.
4.    Sales continue to perform under target    ?    Action needs to be taken immediately.
Sales may need to be more closely monitored. Customer needs and changing market conditions/competition may need to be reassessed and addressed.
General comments
This is a critical time for the project. Action needs to be taken immediately to address staff performance and impact on sales.

Individual performance data
The following performance data is available for Lee Waters:
KRA    Target     KPI    Result
Quality of online sales and service     1% error rate    % of informational or order mistakes    10%
Speed of service (online)    <10 minutes per interaction    Average time to completion    20 minutes
Financial     $30,000 sales    $    20,000
Professional development    Participate in 2 hours of sales training per month.    Training hours    0 hours

Appendix 2: Action Plan Template
Milestone: Action and/or objective
(to achieve strategic aims of physical or human resourcing)    Date    Person responsible    Budget or resources
(where applicable)

Appendix 3: Coaching plan template
Employee:
Coach/Manager:
Date of session:
Questions
Goal

Reality

Options

Will

Appendix 4: Performance management plan template
Name/position:    Manager:    Review period:
Reference from operational plan    Key result area    Indicator of success/
performance    By when    Status report

BSBMGT515A Manage Operational Plan

Duration of Training and Learning     100 hours
Term and Year      Term 3A, 2015    Trainer    Oimi Tam
Assessment Methods    Due in Week

Assessment 1    Analysis of response to scenario, Review of portfolio
3

Assessment  2   Analysis of response to scenario, Review of portfolio and             Role-play.    4
Assessment 3  Review of portfolio , Review of report    5
Last Modification Date    July 2015
Proposed Review Date    July 2016

Assessment 3 – Monitor and review operational performance
Submission details
Student name        Student no.
Assessor’s name    Oimi Tam
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
The candidate 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).
Procedure
1.    Read the simulated BBQfun scenario information provided in the Appendices of this task.
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 or use other project management software to create a template. Ensure to include:
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 OGM
h.    regular performance management of online staff and lodgement of records with HR Manager.
3.    Monitor operational performance as elaborated in scenario.
4.    Analyse operational performance as described in scenario, and produce an operational plan status report.
5.    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.
6.    Follow performance management policy to coach and performance manage an underperforming employee. Arrange with your assessor to role-play the coaching session.
7.    Prepare a management report including:
a.    description of budgetary and financial performance
b.    description of productivity performance
c.    analysis of milestone achievement and performance against targets
d.    three recommendations for operational improvement.
8.    Submit a portfolio of your implementation documents as outlined in the specifications below. Keep copies of your work for your records.
Specifications
You must:
A.    submit a portfolio that includes:
1)    a monitoring plan
2)    an operational plan status report
3)    a coaching and performance management plan (coaching an underperforming employee)
4)    a contingency plan for managing employee underperformance.
B.    submit a management report.
Your assessor will be looking for:
•    literacy skills to access and use workplace information and to write a succinct and practical plan
•    technology skills to use software to produce and monitor the plan against performance indicators
•    planning and organisational skills
•    coaching skills to work with people with poor performance
•    numeracy skills to allocate and manage financial resources
•    knowledge of models and methods for operational plans
•    knowledge of budgeting processes
•    knowledge of alternative approaches to improving resource usage and eliminating resource inefficiencies and waste.

Appendix 1: Scenario – e-Commerce performance monitoring
Background to scenario
The BBQfun board of directors and 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.
Under the strategy, BBQfun now offers all products in an online store. Stock is stored at no extra cost at existing stores. Customers 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 2013. e-Commerce operations were expected to be underway by 1 October 2013.
Scenario task
You will need to plan monitoring activities for ongoing sales and customer service activities, website maintenance, 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.
Finally, you will need to prepare and present a report with recommendations for operational improvement to the Operations General Manager.
Note: You may consider 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 HR Manager at the end of each quarter.

Operational Plan Status Report     Date: 1 January 2013
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
1.    Quality of online sales and service
a.    % of informational or order
mistakes = 10%
(Target: 1%)    Red    ?    Staff not familiar with product line, even after training.
?    Staff do not understand CRM systems and ordering processes.
?    Staff does 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.
2.    Speed of service (online)
a.    Average time to completion: 20 minutes (Target: <10 minutes)    Red    ?    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.
3.    Speed of delivery
a.    Average time to delivery: 2 days
(Target: 3 days)    Green    ?    Driver team leader is exceptional motivator.
?    Driver morale is high.
?    Driver attendance of routine training and team briefings 100%.
4.    Online sales and revenue = $250,000
(Target: 300,000)
a.    Profit =$40,000 ($ Target: 80,000)    Amber    ?    Some lack of sales may be due to poor customer service.
?    Sales may pick up as awareness of online option through marketing actions increases.
5.    Budget: 10% overrun    Amber    ?    Cost overruns due to:
?    wastage from order mistakes and over-stocking due to misuse of system
?    overtime due to overly long customer interactions.
6.    Timeline: 1 October implementation    Green    ?    Implementation on track
?    e-Commerce underway.
Key action update
Key action    Accomplishments    Comments
1.    Redevelop website and acquire physical resources    ?    Redevelopment complete on time and on budget.
?    Delivery trucks and forklifts acquired and operational on time.    Well done team!
2.    Recruit and train staff    ?    Recruitment complete on time.
?    Training complete on time.    Well done team!
Risk update
Risk    Contingency    Comments
1.    Training program not adequate to cover required skills and knowledge. Training too short and insufficient to be effective.    ?    Action needs to be taken immediately.
2.    Staff unable to perform roles due to lack of support in job roles and ongoing training, coaching    ?    Action needs to be taken immediately.
3.    Website downtime contributes to increased service and sales disruptions    ?    Action needs to be taken immediately.
4.    Sales continue to perform under target    ?    Action needs to be taken immediately.
Sales may need to be more closely monitored. Customer needs and changing market conditions/competition may need to be reassessed and addressed.
General comments
This is a critical time for the project. Action needs to be taken immediately to address staff performance and impact on sales.

Individual performance data
The following performance data is available for Lee Waters:
KRA    Target     KPI    Result
Quality of online sales and service     1% error rate    % of informational or order mistakes    10%
Speed of service (online)    <10 minutes per interaction    Average time to completion    20 minutes
Financial     $30,000 sales    $    20,000
Professional development    Participate in 2 hours of sales training per month.    Training hours    0 hours

Appendix 2: Action Plan Template
Milestone: Action and/or objective
(to achieve strategic aims of physical or human resourcing)    Date    Person responsible    Budget or resources
(where applicable)

Appendix 3: Coaching plan template
Employee:
Coach/Manager:
Date of session:
Questions
Goal

Reality

Options

Will

Appendix 4: Performance management plan template
Name/position:    Manager:    Review period:
Reference from operational plan    Key result area    Indicator of success/
performance    By when    Status report

BSBMGT515A Manage Operational Plan

Duration of Training and Learning     100 hours
Term and Year      Term 3A, 2015    Trainer    Oimi Tam
Assessment Methods    Due in Week

Assessment 1    Analysis of response to scenario, Review of portfolio
3

Assessment  2   Analysis of response to scenario, Review of portfolio and             Role-play.    4
Assessment 3  Review of portfolio , Review of report    5
Last Modification Date    July 2015
Proposed Review Date    July 2016

Assessment 3 – Monitor and review operational performance
Submission details
Student name        Student no.
Assessor’s name    Oimi Tam
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
The candidate 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).
Procedure
1.    Read the simulated BBQfun scenario information provided in the Appendices of this task.
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 or use other project management software to create a template. Ensure to include:
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 OGM
h.    regular performance management of online staff and lodgement of records with HR Manager.
3.    Monitor operational performance as elaborated in scenario.
4.    Analyse operational performance as described in scenario, and produce an operational plan status report.
5.    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.
6.    Follow performance management policy to coach and performance manage an underperforming employee. Arrange with your assessor to role-play the coaching session.
7.    Prepare a management report including:
a.    description of budgetary and financial performance
b.    description of productivity performance
c.    analysis of milestone achievement and performance against targets
d.    three recommendations for operational improvement.
8.    Submit a portfolio of your implementation documents as outlined in the specifications below. Keep copies of your work for your records.
Specifications
You must:
A.    submit a portfolio that includes:
1)    a monitoring plan
2)    an operational plan status report
3)    a coaching and performance management plan (coaching an underperforming employee)
4)    a contingency plan for managing employee underperformance.
B.    submit a management report.
Your assessor will be looking for:
•    literacy skills to access and use workplace information and to write a succinct and practical plan
•    technology skills to use software to produce and monitor the plan against performance indicators
•    planning and organisational skills
•    coaching skills to work with people with poor performance
•    numeracy skills to allocate and manage financial resources
•    knowledge of models and methods for operational plans
•    knowledge of budgeting processes
•    knowledge of alternative approaches to improving resource usage and eliminating resource inefficiencies and waste.

Appendix 1: Scenario – e-Commerce performance monitoring
Background to scenario
The BBQfun board of directors and 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.
Under the strategy, BBQfun now offers all products in an online store. Stock is stored at no extra cost at existing stores. Customers 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 2013. e-Commerce operations were expected to be underway by 1 October 2013.
Scenario task
You will need to plan monitoring activities for ongoing sales and customer service activities, website maintenance, 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.
Finally, you will need to prepare and present a report with recommendations for operational improvement to the Operations General Manager.
Note: You may consider 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 HR Manager at the end of each quarter.

Operational Plan Status Report     Date: 1 January 2013
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
1.    Quality of online sales and service
a.    % of informational or order
mistakes = 10%
(Target: 1%)    Red    ?    Staff not familiar with product line, even after training.
?    Staff do not understand CRM systems and ordering processes.
?    Staff does 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.
2.    Speed of service (online)
a.    Average time to completion: 20 minutes (Target: <10 minutes)    Red    ?    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.
3.    Speed of delivery
a.    Average time to delivery: 2 days
(Target: 3 days)    Green    ?    Driver team leader is exceptional motivator.
?    Driver morale is high.
?    Driver attendance of routine training and team briefings 100%.
4.    Online sales and revenue = $250,000
(Target: 300,000)
a.    Profit =$40,000 ($ Target: 80,000)    Amber    ?    Some lack of sales may be due to poor customer service.
?    Sales may pick up as awareness of online option through marketing actions increases.
5.    Budget: 10% overrun    Amber    ?    Cost overruns due to:
?    wastage from order mistakes and over-stocking due to misuse of system
?    overtime due to overly long customer interactions.
6.    Timeline: 1 October implementation    Green    ?    Implementation on track
?    e-Commerce underway.
Key action update
Key action    Accomplishments    Comments
1.    Redevelop website and acquire physical resources    ?    Redevelopment complete on time and on budget.
?    Delivery trucks and forklifts acquired and operational on time.    Well done team!
2.    Recruit and train staff    ?    Recruitment complete on time.
?    Training complete on time.    Well done team!
Risk update
Risk    Contingency    Comments
1.    Training program not adequate to cover required skills and knowledge. Training too short and insufficient to be effective.    ?    Action needs to be taken immediately.
2.    Staff unable to perform roles due to lack of support in job roles and ongoing training, coaching    ?    Action needs to be taken immediately.
3.    Website downtime contributes to increased service and sales disruptions    ?    Action needs to be taken immediately.
4.    Sales continue to perform under target    ?    Action needs to be taken immediately.
Sales may need to be more closely monitored. Customer needs and changing market conditions/competition may need to be reassessed and addressed.
General comments
This is a critical time for the project. Action needs to be taken immediately to address staff performance and impact on sales.

Individual performance data
The following performance data is available for Lee Waters:
KRA    Target     KPI    Result
Quality of online sales and service     1% error rate    % of informational or order mistakes    10%
Speed of service (online)    <10 minutes per interaction    Average time to completion    20 minutes
Financial     $30,000 sales    $    20,000
Professional development    Participate in 2 hours of sales training per month.    Training hours    0 hours

Appendix 2: Action Plan Template
Milestone: Action and/or objective
(to achieve strategic aims of physical or human resourcing)    Date    Person responsible    Budget or resources
(where applicable)

Appendix 3: Coaching plan template
Employee:
Coach/Manager:
Date of session:
Questions
Goal

Reality

Options

Will

Appendix 4: Performance management plan template
Name/position:    Manager:    Review period:
Reference from operational plan    Key result area    Indicator of success/
performance    By when    Status report