BSBMGT502 Indigenous Media: A Personal Reflection and Critical Analysis
- Subject Code :
BSBMGT502
- University :
Australian Catholic University (ACU) Exam Question Bank is not sponsored or endorsed by this college or university.
- Country :
Australia
Competitor analysis (PC 1.3)
The School Caf Competitor Analysis |
||||||
Factors |
The School Cafe |
Strengths |
Weaknesses |
Competitor 1 |
Competitor 2 |
Importance to customers |
Employees |
Less than 10 employees |
Small team means close knot, strong communication |
Will be an issue if demand increases and in busy periods |
Miss Maud had double the staff and this can mean more skills, availability to cover demand |
Subway also has a wide range of staff but they normally have only four staff per shift |
Not very important to customers if demand is managed properly and communication is clear. Customers just want quality and delivered on time. |
Price |
||||||
Quality |
||||||
Service |
||||||
Reliability |
||||||
Reputation |
||||||
Productivity and performance targets (PC 1.4)
a. Key result area indicators
Instruction to the student:
Develop one KPIs that measure productivity / performance in each of the following areas: people, physical resources, marketing and operations for the business plan.
Please delete passage this when finalising the report
The School Caf - Proposed KPIs for Key Result Areas |
||
Key result area |
Proposed KPI |
Reason for inclusion |
Reliability |
EXAMPLE: Number of returns due to poor quality of platters |
EXAMPLE: This is a critical measures of quality and shows that how are products are satisfying out customers |
People |
||
Physical resources |
||
Marketing |
||
Operations / service |
||
Financial, physical and human resource requirements (PC 1.5)
Instruction to the student:
For the business plan, identify at least three human resources and physical resource requirements and their financial costs for needed by The School Caf. Include a total cost for the business plan
Please delete passage this when finalising the report
The School Caf Resourcing estimates |
|||
Human resources required |
Cost of Human Resources $ |
Subtotal $ |
Grand total $ |
$ |
|||
$ |
|||
$ |
$ |
||
Physical resources required |
Cost of Physical Resources $ |
Subtotal $ |
|
$ |
$ |
||
$ |
$ |
||
$ |
$ |
$ |
|
Quality control checklist (PC 1.6)
Testing performance (PC 2.3)
Instruction to the student:
Here you need to test performance measurement systems in The School Caf e.g. delivery times, orders processed, new business generation, ordering systems and social media generation etc and refine, if necessary
Consider methods for testing success e.g. stress test, spike test, endurance test using pilot test, variance analysis, audits, customer survey, observational count or other methods.
Outline the steps you would need to be taken in The School Cafe.
Carefully consider the validity, cost effectiveness and if it will achieve a credible result and appropriate evaluation.
(See Useful resources link 1 to 3 for assistance)
Please delete passage this when finalising the report
The School Caf Performance measurement strategy |
|||||
Key result area (Testing variable) |
Testing method |
Steps to operationalise |
Is this cost effective why? |
When to evaluate? |
Expected outcome |
Quality of food |
We will use spike testing here to see how a sudden increase in customer load changes the quality of food being produced |
Perform a pilot-test in the first few months when demand spikes occur with actual orders and examine the quality of food being sent out to customer such as taste, appearance and presentation |
If we pilot-test when actual orders are processed and monitor this regularly then it can be effective than doing a trial-run without customer orders |
Within the first month of operation to provide data on service levels |
Consistency in the level of quality especially in peak times |
Number of orders processed |
|||||
New business / sales |
|||||
Ordering systems |
|||||
Social media lead generation |
|||||
Reporting protocol schedule (PC 2.4)
Instruction to the student:
It is important to make sure that reports are on time when it comes to key aspects the business plan. These reports need to be available, user friendly and balanced in terms of financial (sales) and non-financial performance (e.g. customer service). The need to follow a schedule.
Your reporting may include:
- Meetings, teleconferences and emails.
- Weekly or monthly newsletters
Propose a reporting protocol schedule, discussing frequency of reporting, the frequency will be relative to the plan. The information needs to include financial and non-financial detail.
Please delete passage this when finalising the report
The School Caf Reporting protocol schedule |
||||
Staff reporting |
Frequency |
Financial indicator |
Non-financial indicator |
How can it be user-friendly? |
EXAMPLE: Executive Chef |
EXAMPLE: Weekly report based on costings and inventory |
EXAMPLE: Total spend on inventory stock for kitchen |
EXAMPLE: Number of catering orders processed in peak time |
EXAMPLE: Have a simple metric that is displayed |
New business / sales development officer |
||||
Social media officer |
||||
Operations manager |
||||
Report failures and variances to the business plan (PC 2.5)
Instruction to the student:
In the Implementation Plan, it will be critical to report at least four (4) system failures, product failures and variances as a part of a risk management analysis to your business plan as they occur.
Some examples of system / product failures could be:
- Customer ordering system not working
- Social media system not being effective
- Suppliers going on strike / not delivering in area
- Kitchen equipment not operational
- COVID-19 Second Wave Outbreak
Please delete passage this when finalising the report
The School Caf failure risk and variance report |
||||
Potential failure or variance to plan |
Impact (variance) on The School Cafe |
Mitigation Strategy |
How would this be reported |
Frequency of reporting |
[EXAMPLE: High cost of seasonal ingredients due to supplier costs |
EXAMPLE: Potential loss in profits, or sales if we have to pass on these costs to customers
|
EXAMPLE: May need to have an alternative menu or find multiple suppliers for high-cost ingredients
|
EXAMPLE: Reported in kitchen costing reports and in monthly management meetings |
EXAMPLE: Weekly with financial reports but monthly in management meetings |
Analyse performance reports against planned objectives and review indicators (PC 3.1, 3.2)
Instruction to the student:
From the performance report data provided, analyse the data using a balanced scorecard and then review the adequacy of the KPIs by completing the following:
- Determine the variance in target vs actual
2. Identify the status of this result (favourable or unfavourable) using the traffic light method
3. Explain your approach to what can be done better to improve the result i.e continuous improvements
How can the KPI be refined (if appropriate) justify the reasoning even if you wish to leave the KPI the same
Please delete passage this when finalising the report
The School Caf Catering (B2B) service Balanced Scorecard |
||||||||
Key result area |
Key performance indicator |
Target |
Actual |
Variance |
Management commentary |
Status (Favourable / unfavourable) |
Is the KPI appropriate? |
Justification / How can it be refined e.g. new KPI |
EXAMPLE: Food quality |
EXAMPLE: Average number of negative comments / refunds per month |
EXAMPLE: 0 |
EXAMPLE: 7 |
-7 |
EXAMPLE: Some customers have found our sandwiches and cakes were dishevelled and poorly presented when delivered |
EXAMPLE: |
EXAMPLE: No |
EXAMPLE: The target is too stringent as it is impossible to have zero complaints. Also, need to have an internal qualitative check of the quality of food before it goes out instead of waiting for a negative customer comment. New KPI should be 90% of all food to score an Excellent rating in quality check by the Restaurant Manager. |
Delivery times |
% of times that orders have been delivered on time |
95% |
62% |
Major problems with getting orders out on time. Delivery drivers are overloaded with multiple deliveries and not making deadlines in peak periods. |
||||
Number of orders processed |
% of orders processed within 24 hours |
99% |
68% |
All workers are pulling their weight but orders are too much in peak times and staff are unable to complete orders within timeframe. Some orders have had to be refused |
||||
New business / sales |
Amount of sales $ for the year (i.e. 50% of total sales) |
$250,000 |
$275,000 |
The service has performed exceptionally well. Orders are consistent and growing. |
||||
Ordering systems |
Error rate in taking orders |
0% |
7% |
Ordering system is manual at the moment. Staff members take orders anon dockets and put in the queue. Some errors are made but are rectified asap. |
||||
Social media lead generation |
Instagram engagement rate |
5% |
0.5% |
We have a strong following on Instagram and this is growing. There has been a steady increase in orders by phone for every post on Instagram |
||||
Team Mentoring and coaching plan (PC 3.3)
Instruction to the student:
1. Group under-performance
In this section, provide specific coaching / training strategies to at least 3 groups or individuals that have under-performed from the results in the Performance Reports.
Document these training strategies in the Mentoring and coaching plan for underperformance table in the Performance Reponses Plan (Report).
Delete these instruction and all yellow-highlighted text when finalising report
The School Caf Team mentoring and coaching plan for underperformance |
|||
Area of underperformance for group e.g. kitchen team , delivery team or an individual |
Type of coaching / mentoring needed |
Frequency and duration |
Who will be involved |
EXAMPLE: Restaurant Manager unable to increase sales to meet target |
EXAMPLE: Operations manager to have a weekly coaching session along with an outside marketing consultant in finding ways to showcase the service and other measures to increase bookings |
EXAMPLE: Coaching session for 3 hours each Wednesday to develop this as part of overall marketing strategy. This will continue for one month or until targets are within reach. |
EXAMPLE: Operations manager as the coach but also an outside marketing person to assist. May also need Executive Chef to assist with menu re-design |
Individual Mentoring and coaching plan for Ken (PC 3.3)
Instruction to the student:
- Individual under-performance (coaching session roleplay)
It has become clear that the new delivery driver, Ken, is not performing well in delivering orders on time. In many cases, he has been late for corporate function, losing time trying to find parking and not finding the shortest routes to even standard clients. This has not been the case with the other delivery driver. This is costing The School Caf some damage in terms of reputation and may eventually lose sales through customers leaving.
As the Operations Manager, you need to address this under-performance by coaching Ken in terms of finding solutions to reduce delivery time, delays and ensuring all orders are delivered on time.
You Assessor will play the role of Kenneth and will be looking for the following:
- How you lead the meeting and explain the need for improvement and influence to undertake this improvement for The School Caf and for their future in the company.
- How you provide effective support and expertise to Ken in achieving the improvement in delivery performance.
- How well you use active listening: i.e. clarifying questions, paraphrasing to confirm understanding to get the views from Ken.
Collaborate with Ken to come to an improvement plan or approach for the next 3 months to achieve more effective delivery times.
Document these training strategies in the Education and training table in the Performance Reponses Plan (Report).
Delete these instruction and all yellow-highlighted text when finalising report
The School Caf Individual mentoring and coaching plan for underperformance (Ken) |
|||
Area of underperformance for Ken |
Type of coaching / mentoring needed |
Frequency and duration |
Who will be involved |
Establish ongoing review processes (PC 3.4)
Instruction to the student:
Develop a continuous improvement schedule that provides an on-going review process into the systems and work methods in The School Caf. Use the table in the report to perform the following:
- Outline the system or work process to be improved for each key result area
2. Detail the strengths and weaknesses of each area in the business plan
- What improvements can be made to the system / work process of the business plan
- Which people / stakeholders need to be consulted to make this improvement
2. What should the timeframe be for regular review for the system / work process
Please delete passage this when finalising the report
The School Caf Continuous improvement schedule |
||||||
Key result area (Testing variable) |
System process / Work method |
Strengths |
Weaknesses |
Improvements that can be made |
People to consult / stakeholders |
Timeframe for review e.g. every 6 months |
EXAMPLE: Quality of food |
EXAMPLE: Quality system: Using local seasonal ingredients and general check of presentation |
EXAMPLE: This has worked well with customers and results have shown quite a good success rate when it comes to negative comments and returns. |
EXAMPLE: Need to have a more thorough quality check e.g. with checklist or internal audit at point of delivery along with driver. |
EXAMPLE: Develop a quality checklist and trial this |
EXAMPLE: Develop this with staff and select clients so that we can determine what quality looks like. Need to appoint staff member to perform this process e.g. a server. |
EXAMPLE: Trial this in first month each week and perform random quality checks each month |
Delivery times |
||||||
Number of orders processed |
||||||
New business / sales |
||||||
Ordering systems |
||||||
Social media lead generation |
||||||
Analysis of strengths and weakness of the overall business plan (PE 6)
Instruction to the student:
Now that you have reviewed your business plan, analyse what were its strengths and weaknesses and how this can be improved for next time.
Document this in the Performance Reponses Report
Please delete passage this when finalising the report
The School Cafe Business Plan Strengths and Weaknesses |
|||
Section of business plan |
Strengths |
Weaknesses |
How this can be improved |
Competitor analysis |
|||
Resourcing |
|||
Testing performance |
|||
Analysis of planned objectives and review of indicators |
|||
