Reference no: EM132221672

Assessment  – Develop operational plan

Purpose of the Assessment

You will demonstrate skills and knowledge required to develop operational plans in consultation with key stakeholders

Task one

XYZ Company has decided to relocate their 50 seat call centre to regional Tasmania. You, as the Call Centre Manager, have been given the responsibility for developing an operational plan for the call centre including resources requirements, key performance indicators, monitoring processes and risk management.

You will also need to develop and implement strategies to achieve the plan including staff recruitment, procurement and monitoring performance.

Key information:

The call centre has a capacity for 50 seats.

The call centre operates 24 hours, seven days per week. It is envisaged that staff will work in three shifts:

o Day shift: 7am to 3pm

o Afternoon shift: 3pm to 11pm

o Night shift: 11pm to 7am

15 staff from the Hobart call centre have agreed to relocate to the new call centre.

The call centre must be fully operational in exactly twelve weeks from today.

You have a budget of $5,200,000.00.

You will need to access the following XYZ Company plans, policies, and procedures:

Business plan

Organisational charts

Purchasing resource acquisition policy

Purchasing resource acquisition procedures

Information management policy

Information management procedures

Recruitment policy

This Project has been split into nine separate tasks. Please complete each task in the order they appear.

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.

Task Two

Review the key information provided in the task overview, and

a) Develop a list of physical (e.g. equipment) and human resources required to operate the call centre.

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. You will need to undertake internet research to complete this task. Please ensure that all equipment and other physical resources comply with XYZ Company’ focus on sustainability.

c) Develop at least three Key Performance Indicators (KPIs) that you will use to measure the overall performance of the call centre using the SMART method.

d) Develop a process to monitor the progress and achievement of the KPIs. This may be done in the form of an action plan.

e) Develop a system to ensure security and confidentiality of all performance records (such as profit & loss statements and action plans).

Task Three

Conduct a risk analysis of at least three risks to the success of the call centre using the risk assessment matrix in you learner workbook. For each identified risk, you must develop a contingency plan to minimise the likelihood or consequences of the risk occurring.

Task Four

Review the key information provided in the task overview and using the information you provided in the previous tasks and other information as required, develop an operational plan for the new call centre to be fully operational in three months.

You will need to research on the internet for a suitable template.

Your operational plan must include:

XYZ Company mission

XYZ Company objectives

XYZ Company Call Centre strategy

Action Plan for key deliverables

Key Performance Indicators

Budget

Risk Management

Outcome

Approvals

Task Five

Arrange a time with your assessor to present your plan during class time before commencing the next task. You will need to explain and justify each part of your plan, seek their approval and agree on any changes required.

You must also outline the legislative and regulatory context of your plan, and XYZ Company policies and procedures that are relevant to the implementation of the plan, including but not limited to health and safety.

You must ensure you communicate with your assessor in an appropriate business manner, as if you were addressing a senior manager at XYZ Company.

Your meeting is expected to take approximately 15 minutes.

Your assessor will complete Observation Checklist I at the end of your presentation. Please ensure you review the Observation Checklist before you commence your presentation so that you are fully prepared and know exactly what is expected of you.

Please submit the completed Observation checklist I as evidence of this task.

Task Six

Review the key information provided in the task overview and develop a recruitment and development strategy to meet the requirements of the call centre. Your strategy must comply with the XYZ Company recruitment policy and must include:

Number of staff to be recruited

Full time or part time, shift work

Start date

Skills required

How you will source candidates

How you will protect XYZ Company’ intellectual property during the recruitment and selection process

Initial training to be provided

Ongoing coaching and mentoring plan

Risk management and contingency plan

Task Seven

Your proposal for the procurement of physical resources (Task 2b) has been accepted. You are now required to develop a strategy to acquire the resources in the required time frame.

You are to present your strategy as an action plan.

Task Eight

Using the KPIs you developed in Task Two (c), develop a monitoring process for the implementation of the detailed operational plan.

The monitoring process should include the following:

A breakdown of the overall plan into tasks

Time lines and responsibilities assigned for each task

A budget allocation to appropriate tasks

Task Nine

At the end of Week 9, the following things have occurred:

Only 17 new staff have been recruited as response to the ads in the local paper has been poor

A local agency can provide temporary staff until all roles have been permanently filled but this will add 20% to the overall salary budget

The company you ordered the operator headsets from can no longer meet the deadline and the only other supplier who can meet your requirements is 35% more expensive.

Use the monitoring process you developed in Task Eight to prepare a review of the operational plan’s progress to date. This report should cover the following items:

Analysis and interpretation of budgeted and actual financial information

Areas of under-performance

Solutions and actions to be taken

Recommendations for any variations to the operational plan

Procedure for approval of any variations