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new doc XXXXXXXXXXScanned with CamScanneScanned with CamScanneScanned with CamScanneScanned with CamScanneScanned with CamScanneScanned with CamScanneScanned with CamScanneScanned with CamScanneScanned with CamScanneScanned with CamScanneScanned with CamScanne BizOps Enterprises Operational Plan© Aspire Training & ConsultingPage 1 of 8 Document date: March 2015Overview 1.0 Executive Summary BizOps has 150 retail, online and phone sale outlets that sell a range of exclusive products across Australia that are anded as BizOps. The business provides its customers with high quality and innovative products and services. Wherever possible we provide our customers with a ‘green’ solution and service. We employ sustainable business practices.1.1 BizOps Mission BizOps is committed to: • providing high quality and innovative products and services to customers • meeting the changing needs of customers • offering innovative product solutions • delivering speedy and personalised service • employing professional and enthusiastic staff • providing clean and ‘green’ products and services • adopting sustainable work practices • undertaking continuous improvement processes.  BizOps is known for its enthusiastic and inclusive culture. BizOps seeks to maintain professional and well-supported staff.BizOps Enterprises Operational Plan© Aspire Training & ConsultingPage 2 of 8 Document date: March 20151.2 Business plan objectives  In 2015–2020 BizOps will consolidate its position in the market as a lead retailer for ‘green’ and sustainable solutions for high quality exclusive products. To do this, BizOps will focus on the following business goals: • Financial stability:  - Increase revenue by 15% (compared to the previous 12 months) by the end of the financial year - Maintain annual profit levels of 15% of revenue for all products and services, calculated at the end of each financial year - Reinvest 75% of profit back into the business at the end of each financial year • Market position: - Maintain the number one rating in the annual national industry customer service awards   - Launch new high quality exclusive consumer products to meet customer demand, ahead of competitors, within budget and by the agreed deadlines   • Right people: - Provide induction training at the commencement of employment to train new employees to be knowledgeable, helpful and enthusiastic - Provide the physical, human and time resources to support an annual professional development program for all BizOps employees 1.3 Keys to success Success will be dependent upon:  • Exceptional product and service quality Each store will maintain its establishment base of full-time equivalent employees. All of these staff will have formal retail qualifications and be provided with internal product and service knowledge training. BizOps Enterprises Operational Plan© Aspire Training & ConsultingPage 3 of 8 Document date: March 2015Each store will be fitted out to display the full range of the exclusive products from the cuent BizOps range to provide the opportunity for sales staff to learn and fully demonstrate their features. The product delivery service provided is recognised as part of the BizOps and. • Time-efficient and cost-effective development processes Communication systems are in use to reduce travel and time commitments of outlet managers. • Expert and knowledgeable staff BizOps employs multiskilled retail sales staff capable of providing after sales product support to customers.2.0 Consultation Strategy  Stakeholder Role in the problem Objective Consultation method Senior management team Made the decision to increase sales by 15% annually Keep informed  Feedback session Email communications Newsletters Videoconferencing Outlet manager  Develop an operational plan and implement the plan to increase sales in their outlet Implement plan Consult Staff meetings Outlet manager meetings via videoconferencing Interviews BizOps Enterprises Operational Plan© Aspire Training & ConsultingPage 4 of 8 Document date: March 2015Sales staff Implementers of the plan to achieve the intended results Consult Keep motivated and engaged Meetings Feedback sessions Online and phone outlets Provide sales not supported through etail outlets Consult frequently Videoconferencing Major customers People who make major purchases of BizOps products Consult Phone calls Personal visits Email communication Newsletters  Customers People who make small purchases of BizOps products Obtain feedback Email communication Newsletters  Recruitment agency Involved in recruiting staff Consult MeetingsBizOps Enterprises Operational Plan© Aspire Training & ConsultingPage 5 of 8 Document date: March 20153.0 Operational Action Plan (July–September) Operational Action Plan: July–September Activity (What is to be done?) Objective (Why will we do it?) Resources (Where will it be done?) Procedures (How will it be done?) Responsible person (Who will do it?) When?Budget KPI Revisit sales udgets and develop outlet-by-outlet sales strategies that add onto the national sales strategy. To increase the sales of the services component of the usiness by 15% y 30 June It will be done across the 150 outlets. Update each outlet’s sales udgets to reflect the increased targets. Each outlet is to develop a sales strategy to support the new targets. Outlet managers 30 June  $3,000,000 total and needs to be supported by a usiness case from each store The retail sales of the business  increased by 15% y the end of the financial year Acquire additional esources – video-conferencing equipment. To facilitate communication etween all retail, online and phone outlets and educe travel time and costs. Install a multi-channel dedicated  video- conferencing facility at each outlet. Contact BizOps IT service and support to aange for supply and installation.  Allocate costs back to each outlet. Outlet managers 31 August  $5,000 per outlet All video- conferencing equipment installed by 31 August  BizOps Enterprises Operational Plan© Aspire Training & ConsultingPage 6 of 8 Document date: March 2015Operational Action Plan: July–September Activity (What is to be done?) Objective (Why will we do it?) Resources (Where will it be done?) Procedures (How will it be done?) Responsible person (Who will do it?) When?Budget KPI Acquire additional esources – delivery van. To provide a delivery service and provide and recognition Purchase a new van for each outlet and detail it with the marketing logo. Contact suppliers, obtain quotes and purchase the equired delivery van. Contact signwriters to have marketing decals attached to the vans. Head office marketing manager 31 July  $50,000 per outlet Delivery van purchased and decals attached y 31 July  Reorganise fixtures and fittings – retail outlet. To create additional space for installation of demonstration products It will be done across the 150 etail outlets. Have plans drawn up for each retail outlet. Hire local shop fitters and installers for each sales egion. Head office sales manager Retail outlet managers 30 September  $10,000 per store All stores to be fitted and operational with cuent BizOps ange of product y 30 September Train sales staff to provide after sales product support. To multi-skill retail product staff and to improve the level of after sales product support It will be done across all the 150 etail outlets.  Deliver training programs Retail outlet managers 31 August  In house. Additional esources available but a usiness case is equired. All existing retail product staff training in multi-skilling completed y 31 August  BizOps Enterprises Operational Plan© Aspire Training & ConsultingPage 7 of 8 Document date: March 2015Operational Action Plan: July–September Activity (What is to be done?) Objective (Why will we do it?) Resources (Where will it be done?) Procedures (How will it be done?) Responsible person (Who will do it?) When?Budget KPI Maintain full staffing capacity through rapid ecruitment to fill vacancies. To maintain and increase sales capacity by ecruiting new staff as soon as existing positions are vacated Thirteen new full-time sales staff will replace staff vacancies in Sydney, Melbourne and Adelaide CBD stores. BizOps recruitment procedures  Outlet managers Recruitment agency 31 August  $2,000 ecruitment costs per vacant position 13 new sales staff employed, inducted and trained by 31 August4.0 Risk The timely recruitment and training of new staff is a key success factor in meeting the strategic objectives of the business plan. In order to meet the objectives it is necessary to have recruited the new staff and upskilled our cuent staff in after sales product support by 31 August. In the event that we do not meet these objectives, we have budgeted an additional 5% of training costs to employ a training consultant to provide additional training esources. It is critical that our outlet managers monitor the progress of their operational plans against the target KPIs established. To that end, it is essential to eview the operational plan monthly.BizOps Enterprises Operational Plan© Aspire Training & ConsultingPage 8 of 8 Document date: March 20155.0 Approvals Name Position Date approved Signature Rose Hargreaves Chief executive officer 15 June  Nancy Tooket Managing director: Retail operations 15 June Professional development policy© Aspire Training & ConsultingPage 1 of 4 Document date: June 2015BizOps Enterprises Education, Training and Development Policy Policy statement BizOps Enterprises recognises the need for employees to be provided with opportunities to acquire additional knowledge and skills as part of their career development. The formal opportunity for identifying professional performance and development needs of each employee is the annual performance and development review process. This policy incorporates avenues of training and development that are undertaken for the following purposes: • To develop skills to meet significant changes to an employee’s cuent work or an expanding role within BizOps • Professional development requirements • Career development and progression within BizOps This policy

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PERSONAL WORK PRIORITIES AND PROFESSIONAL DEVELOPMENT
Table of Contents
Assessment 1	3
Key components of organisational policies, procedures and plans	3
Goals within the workplace	5
Importance of personal goal setting	6
Measuring performance in relation to KPIs	7
Work plan for Goal 3	7
Work plan for Goal 4	8
Process to prioritise activities	9
Serving as a positive role model	9
Assessment 2	11
Analysing and applying feedback to professional development plan	11
Selecting the opportunities for professional development plan	11
Skills to be acquired	11
Networking	11
Aligning with organisational goals	11
Professional development plan	12
Training needs analysis	13
References	14
Assessment 1
Key Components of Organisational Policies, Procedures and Plans
The operational plan of BizOps is highly structured and well formulated operational plan that provides a clear overview of the objectives, products and services offered by the business. As a customer service manager I believe that operational plan should be developed in a manner so as to ensure that it influences the employees working in the organisation and is in line with the strategies formulated by the organisation for its growth and development (Omotayo, 2015). In my opinion operational plan is capable enough to shed light on the commitments of the organisation through BizOps’s mission statement. The plan objectives stated in the operational plan helps to communicate clear business goals to its employees, which is extremely important for the growth and development of the organisation. 
According to me keys to success described in the operational plan shall help the members of the organisation to set benchmarks that need to be achieved through world class products and services offered by the business. From the perspective of a customer service manager I think that the operational plan of the business also assists to develop strategies that are cost-effective and time-efficient. The operational plan shall also help to define clear responsibilities for its employees, which will help to increase the efficiency of the work done. Action plan will help in strategic development of actions to be taken and informed decisions to be made for the overall growth and development of the organisation. Risks specified in the organisational plan shall help the organisation to develop plans and strategies in order to overcome the unforeseen risks.
Fig 1: Glimpse of the activity plan included in operational plan
Managing the policies and formulating the policy document is one of the most important tasks, which need to be performed by the management of the organisation. I am of the belief that policy statement of the organisation is formulated considering the needs and wants of its employees. The policies formulated by the organisation are oriented towards the training and development of its employees in order to enhance their performance and improve their efficiency. The policy applies to all the employees of the organisation and defines courses for different job roles. In my opinion the efforts made by the organisation to develop the skills of its employees acts as a motivational factor and helps the organisation to retain its trained workforce, which helps to gain competitive advantage over other established players in the market. The policy documents also outline the responsibilities which the employees of the organisation at different job roles must undertake. According to me this will help to achieve more accuracy and efficiency in the work done. Procedures defined in the policy document provide better understanding of the developed policies.
The procedures and principles defined by the organisation assists its employees to establish a balance between their personal and professional life thus, motivating them to align their personal goals and objectives with the developmental goals and objectives the organisation has (Zheng et al., 2015). From the view point of customer service manager the principles and procedures of the organisation provide guidelines to satisfy to the customer and formulate strategies, which are meant to satisfy the customers of the organisation. The business focuses on carrying the activities that are customer centric. Moreover, the procedures of the organisation also focus at maintaining good interpersonal relations among the managers and supervisors and their subordinates. The employees must be well aware with the products and services the business offers so that they can provide the customers with their expert advice. The organisation expects its employees to be prompt and efficient decisions makers so that they may contribute to the growth and development of the organisation.
Goals within the workplace
Goal 1: Efficiently coordinating and controlling the activities of customer service team
	Specific 
	The manager must make the team work in coordination with each other to provide favorable outcomes and to achieve operational goals and objectives of the organisation.
	Measurable
	Coordinated activities of the team while maintaining interpersonal relations.
	Attainable
	In order to attain the goal the manager must have good leadership skills.
	Relevant 
	The goal is realistic and relevant.

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