The Office Assistant – Operational Plan 2012-2013
Overview
1.0 Executive Summary
‘The Office Assistant’ is a retail store that sells office products and services. The company has 4 stores around Sydney, including the Head Office store situated in Sydney City.
Key products include office supplies, ink and toner needs, electrical equipment and office furniture.
Key services include photocopying, printing, equipment hire and packaging and posting services.
1.1 Mission
The Office Assistant’s mission is to provide a comprehensive range of office products and services to our customers. We exist to attract and maintain customers. When we adhere to this maxim, everything else will fall into place. Our services will exceed the expectations of our customers.
1.2 Business Plan Objectives
- The organisation has the strategic objective to grow the services component of the business in the next twelve months.
- The objective is increase services sales by 10% by 30 June 2013.
1.3 Keys to Success
Success will be dependent upon:
- Exceptional product and service quality
We will employ tenfull time equivalent employees (FTEs) for the stores. Of these, four FTEs will haveformal graphic design qualifications. We will provide product and service knowledge training.
- Time-efficient and cost-effective development processes.
We will purchase an additional printer and photocopier for each store and a delivery van to provide for the increase in sales. We will reorganize fixtures and fitting within the stores to make space for the new equipment.
- Expert and knowledgeable staff.
We will multi-skill our current retail product staff to include service knowledge.
2.0 Consultation Strategy (Table courtesy of Edwin Usoni)
Key Stakeholders
Stakeholder (WHO?) / Role in the Problem (WHY?) / Priority Level / Consultation MethodSenior Management Team / Made decision to increase sales by 10% in the businesses service department. / Keep informed / feedback session
email communications
newsletters
Store Manager / Develop an operational plan and implement the plan to increase sales in their store / Manage closely / Meetings
group meetings
interviews
Service Division Staff / Implementers of the plan to achieve the intended results. / Keep satisfied / Focus groups
Brainstorming sessions
Feedback sessions.
Co-workers / Implementers of the plan to achieve the intended results. / Keep satisfied / Focus groups
Brainstorming sessions
Feedback sessions.
Suppliers / Supply materials, equipment’s and consumables to the business. / Monitor (Minimum effort) / Email communication
Newsletters
Customers / Regular people who uses the services provided by the business. / Monitor (Minimum effort) / Email communication
Newsletters
General Public / Ad hoc basis user of the services provided by the business. / Monitor (Minimum effort) / Email communication
Newsletters
Media / Involved in the advertisement exercise of products and recruitment of manpower. / Monitor (Minimum effort) / Email communication
Newsletters
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The Office Assistant – Operational Plan 2012-2013
The Office Assistant / Date: / Jun-123.0 Operational Action Plan
Activity / Objective / Resources / Procedures / Responsible Person / When? / Budget / KPI
What is to be done? / Why will we do it? / Where will it be done? / How will it be done? / Who will do it? / When?
To grow the service component of the business in the next twelve (12) months. / The sales of the services component of the business is to be increased by 10% by 30th June 2013 / It will be done on the 4 stores around Sydney. / To develop an operational plan and implement the plan to increase sales in the stores. / Store Managers / 30th June 2013 / The sales of the services component of the business increased by 10% by 30th June 2013
Acquisition of additional resources - photocopier, printer. / To purchase additional equipment and tools required by the stores to meet plan objectives. / It will be done on the 4 stores around Sydney. / Contact suppliers, get quotations and purchase the additional printer and photocopier resources. / Store Managers / 31st Aug 2012 / All photocopiers and printers installed by 31st Aug 2012
Acquisition of additional resources - delivery van. / To increase delivery capacity required to meet plan objectives. / Head Office store / Contact suppliers, get quotations and purchase the required delivery van. / Head Office Store Manager / 31st July 2012 / Delivery van purchased by 31st July 2012
Reorganisation of fixtures and fittings - building / To create additional space for the required increase in productivity in the service division. / It will be done on the 4 stores around Sydney. / Hire a local builder or handyman to do the reorganisation of fixtures and fittings. / Store Managers / 30th June 2013
Reorganisation of fixtures and fittings / To install the additional tables, chairs and workbenches in the new space for the required increase in productivity in the service division. / It will be done on the 4 stores around Sydney. / Contact suppliers for quotes and puchase additional tables, chairs and workbenches . / Store Managers / 31st Aug 2012 / Alladditional tables, chairs and workbenches installed in the new space by 31st Aug 2012
To train retail product staff to acquire service knowledge and be multiskilled. / To increase sales multi-skilling existing sales staff at the stores. / It will be done on the 4 stores around Sydney. / Deliver training programs / Store Managers / 31st Aug 2012 / All existingretail product staff training in mult-skilling completed by 31st Aug 2012
To employ 6 FTEs for stores / To increase sales capacity by recruiting 6 FTE sales staff at the stores. / It will be done on the 4 stores around Sydney. / Recruit additional sales personned / Store Managers / 31st Aug 2012
To induct and train 6 FTEs for stores / To provide exceptional product and service quality / It will be done on the 4 stores around Sydney. / Train new employees in customer service,
communication, numeracy and knowledge of office products and services / Store Managers / 30th Oct 2012 / 6 FTEs employed, inducted and trained by 30th Oct 2012
To employ 4 Graphic Designer FTEs for stores / To increase sales capacity by recruiting 4 FTE sales staff at the stores. / It will be done on the 4 stores around Sydney. / Recruit additional sales personnel / Store Managers / 31st Aug 2012
To induct and train 4FTEs Graphic Designers for stores / To provide exceptional product and graphic design service quality / It will be done on the 4 stores around Sydney. / Train new employees in customer service,
communication, numeracy, knowledge of office products and services and graphic design / Store Managers / 30th Oct 2012 / 4 FTEs Graphic Designers employed, inducted and trained by 30th Oct 2012
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The Office Assistant – Operational Plan 2012-2013
4.0 Risk
The timely recruitment and training of new staff is a key success factor in meeting the strategic objectives of our business plan. In order to meet our objectives we need to have recruited and trained the new staff and up-skilled our current staff by the 30th August 2012. 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 resources.
It is critical that our managers monitor the progress of their operational plans against the target KPIs established. To that end, monthly review of the operational plan is essential.
5.0 Approvals:
Name / Position / Dateapproved / SignatureJohn Brown / GeneralManager
Maxine Smith / FinanceManager
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