Case Study >Berkeley Business Institute_ Assessment Task 2: Skills Test _ Online Media Solutions is

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Assessment Task 2: Skills Test Case study: Online Media Solutions is a marketing and web development business based in Melbourne, Australia.

The company is still at start-up stage. From idea to design, development and marketing, we achieve results for our clients and grow their business.

We have ventured into the web service industry to offer our superior and unique services to small businesses and organisations. Our experience and expertise in web sales and e-commerce give us the backing to provide solutions that are currently lacking in the market.

There is an all-time high demand for web development and marketing for small businesses with signs of rising further. Interestingly, few web developers have taken advantage of this opportunity, leaving the industry with no dominant provider.

The high costs of the projects and the focus on more prominent companies and organisations could be the contributing factor as to why this market remains untapped. We have a system that will reduce the project costs dramatically, giving us the opportunity to offer quality services at reduced prices.

Mission Our professional team of specialists with industry expertise deliver solutions not only for leading brands but also for non-profit organisations and innovative startup businesses. We aim to reach success by providing unique yet creative solutions to our customers that will elevate their online presence.

Our vision Quality web solutions with a sound technical foundation that enable our clients to impress their customers and improve their online image worldwide. We want to make our customers stand out in the online environment and become the leading provider of online services for small and medium-sized businesses.

Objectives 

To generate an annual revenue of $300,000 by the end of our first year of operations.



To attain a net profit of 30% in the first year and 40% in the second year.



To have a 70% gross margin by the end of the first year.

Keys to success 

We will offer quality web services to small businesses and organisations at affordable prices.



Customised and tailored services.

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 

Establishment of alliances and partnerships with internet service providers and organisations involved in computer consultancy

Start-up Summary We have a well-thought-out start-up plan that will help us move forward with proper marketing tools, equipment and personnel get us started. The owners have an initial cash investment of $50,000 each to acquire office furniture, software, and computers. To make the kick-off of our operations faster, the owners have also dedicated a total of 4,000 working hours until the business is established.

We require a total of $95,000 that will help us with the capital and enable us run for the first months of operations. The money will fund employees' initial salaries and equipment. It will also cover our expenses until our cash flow is stable. We have secured a loan of $100,000 to supply the capital needed.

Services offered We offer the following services to our clients: 

Interface and Web Design Services o

Web design

o

E-commerce

o

Web development

o

Responsive web design



WordPress Development Solutions



HTML and CMS Development Services



Coding



Graphic Design o

Logo design



Application development



Online marketing o

Online reputation management

o

Search Engine Optimisation

o

Pay Per Click (PPC) Marketing

o

Content marketing

o

Social media marketing

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o o

Online Email Marketing

o 

Copyrighting o



Content and Production Copyright

Web hosting and support

Values 

Quality service to our clients



Integrity and accountability



Reliability



Quality



Innovation



Respect

Strategic directions (Goals and objectives) The strategic direction of Online Media Solutions is to achieve its mission and vision through: 





To target net profit margins of 30% in the first year and 40% in the second year by improving operational efficiency o

Reduce cost and improve process efficiencies

o

Improve operating margins

o

Improve cash flow and reduce debts

Engaging with customers through quality research and understanding supported by marketing techniques o

Conducting marketing campaigns and online surveys to assess the customer requirements

o

Focusing on the target market

o

Understanding their needs and developing services based on their requirements

Establishing a reputation for exceptional customer service and end to end solutions and achieve customer satisfaction rate of 90%. o

Providing excellent customer services by resolving the customer issues within 24 hours

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o

Ensure quality services are delivered

within the specified timelines



o

Implement customer relationship management system

o

Implement loyalty programs to retain clients

o

Enhance our customer value proposition

Supporting staff performance by offering ongoing training and professional development o

Conducting performance reviews on regular basis and address the areas of development by offering training and professional development

o

Ensure the currency is knowledge is in accordance with the industry standards.

o

Have continuous improvement systems in place that focus on employee’s skills development

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Outcomes of SWOT analysis Opportunity There is an all-time high demand for web development and marketing for small businesses with signs of a further increase. Interestingly, few web developers have taken advantage of this opportunity, leaving the industry with no dominant provider.

Problem The high costs of the projects and the focus on more prominent companies and organisation could be the contributing factor as to why this market remains untapped. We have a system that will reduce the project costs dramatically, allowing us to offer quality services at reduced prices.

Solution We will target small businesses, assess their needs and provide them with quality services at reduced prices.

We have systems in place and global contacts that will help us beat competitor prices.

Market analysis The company will focus on small businesses and organisations that are looking to develop or upgrade their web presence.

Our approach will be step-by-step; starting with a simple, basic website and improving it to meet the client's changing needs. We will service any small business that needs an internet presence, but we will concentrate more on those that need more details about their operations online.

Such companies will most likely go for all or some of the following services: •

A shopping cart or e-commerce.

•

Dynamic features and content.

•

Aggressive marketing of products online.

Target market segment strategy We will focus our marketing efforts towards attracting organisations and small businesses. We reached this decision after completing a careful market analysis and identifying the needs of this market segment. The high demand for web services by this market is an opportunity that will not necessitate expensive marketing to attract.

Most businesses are migrating to the internet at a fast rate. Small businesses have also made their online presence a top priority that creates a high demand for our services.

Market trends The most notable trend in the industry currently is mass migration online. Small businesses are either waiting to migrate or are looking to upgrade their existing sites to suit a rapidly changing environment

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Major businesses and companies are also taking their daily operations online. Office tasks and general business operations have moved online, and we expect more development in this area.

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Market growth Our target market has expanded and grown at a rapid rate to cope up with the changing technologies.

We have put together some evidence to support this exponential growth: Small businesses of one to 150 employees were spending around $10 billion in 2015 to either gain internet presence or upgrade their efforts. In 2018, the number was up by $5 billion.

Service business analysis Companies in the web development and service industry vary in size and nature of services. Online Media Solutions will provide a unique alternative that the existing providers do not have. The more prominent web development businesses ignore our target market, making us unique. We will start with this market before moving to attract larger enterprises with our unique services.

Competition There are a number of online marketing and web development agencies based in Melbourne, but, there is no dominant business. All these businesses are small-to-medium scaled businesses generating good revenues.

Business participants Three types of organisations make up the web services industry: 

Large companies: They generate high revenue and serve top companies. Worldwide there are a few dominating participants in this category.



There are organisations that offer proprietary, all-in-one prefabricated web services to any company at low costs. There are a few dominating businesses in this category that have other sources of revenue and only offer web services as part of their customer relations.



Small businesses: This is where Online Media Solutions belongs. The companies in this category are young and small and usually target small-sized businesses.

Market segmentation The nature of our services and our location enables us to serve small businesses and organisations no matter their location. We plan to expand to other cities but will in the meantime, use our communication technologies to get in touch with customers in other parts of the country. We, however, expect a greater percentage of our market to come from Melbourne and Sydney.

Strategy and implementation summary The company will market itself as web services and internet providers devoted to giving the small businesses a taste of what the top companies get. We will also target small businesses that are keen on giving their services a web presence.

Competitive advantage

The fact that our services target small businesses gives us an edge over our competitors. By setting up strategic alliances with some of the web and internet-related companies, we will offer our customers efficient and affordable web services that will meet their demands.

Marketing strategy We will approach and follow up with prospective clients with a clear and thorough strategy. We will give them all the details about the web and the internet so that they do not get confused or intimidated.

Marketing programs We will market our services in the following ways: 

We will send out newsletters to potential clients



We will place adverts on various business publications and journals with a wide readership.



We will use social media platforms to market our services

Pricing strategy Online Media Solutions will establish a pricing system to guide our clients on the nature of the services and the corresponding prices. Since we will be dealing with a market segment that is price sensitive, we will charge our services on an hourly basis. It will enable the clients to allocate the funds required.

Promotional strategy Since our target market is distinguishable, we will use a direct approach to market our services. We will also put feature advertisement in industry publications with a wide audience.

We will use direct email campaigns to target potential clients.

Our co-owners are experts in their various fields and often get invitations to speak in seminars. They will use these opportunities to market Online Media Solutions as the choice for businesses that are looking for visibility online.

Sales Strategy We will sell service, value and quality to our prospective clients. We will need to convince them that having a robust online presence will be beneficial for their business. We have a database that has proven useful in getting new business contacts and establishing relationships.

Our customer care team will use the list to contact the business owners, calling them by their first names and having an informal conversation. The caller will then discuss the importance of having a website and online presence.

Simulated workplace scenario You are working as Operations Manager in Online Media Solutions. You oversee all the operations of your organisation. The management wants you to develop and monitor the implementation of operational plans to support efficient and effective workplace practices and organisational productivity and profitability.

Roles and responsibilities As part of your job role, you have the following job responsibilities: 

Gather, interpret, and analyse workplace documentation to determine requirements for the operational plan



Develop operational plan in consultation with the stakeholders. o

Present information to a range of audiences using appropriate register, vocabulary, and paralinguistic features

o

Listen and comprehend information from a variety of spoken exchanges with clients, coworkers and other stakeholders

o

Select and use mathematical problem-solving strategies to organise resource requirements, performance benchmarks and financial viability of the operational plan



Develop contingencies for operational plan



Implement the operational plan



o

Ensure the employees are recruited and inducted according to the organisation’s human resources management policies, practices and procedures

o

Ensure that physical resources and services are acquired according to the organisation’s policies, practices and procedures

o

Incorporate requirements for intellectual property rights and responsibilities related to acquisition of resources

Monitor and review operational performance o

Monitors adherence to organisational policies and procedures

o

Assess progress of operational plan in achieving profit and productivity plans and targets

o

Identify areas of under-performance, recommend solutions and rectify the situation

o

Plan and implement relevant processes for ongoing monitoring

o

Confirm appropriate support is provided for individuals and teams

o

Negotiate recommendations for variations to operational plans

o o

Gain approval from designated persons

Skills Test: This assessment task requires you to demonstrate skills to develop and monitor the implementation of operational plans to support efficient and effective workplace practices and organisational productivity and profitability. You need to complete the following activities: •

Activity 1: Develop an operational plan

•

Activity 2: Implement the operational plan

•

Activity 3: Monitor and review the outcomes of operational performance

The roles and their responsibilities: Relationships with stakeholders such as team members and General manager The assessment task requires you to communicate with a number of organisational stakeholders. The main roles applicable to the assessment task includes: Role number 1: General Manager: The General Manager is the individual who supervises or is in charge of the organisation. They belong of higher rank or status. Their job role and responsibilities are: 

Assign a team to you to complete the project



Assist you in understanding the task requirements



Provide you information about job roles and responsibilities



Supervise you completing the assessment task and requirements

Role number 2: Team members: The team members are student’s co-worker or workfellow. They are associates that the candidate works with. Their job role and responsibilities are: 

Assist you in completing the project on time



Help you to research and identifying relevant information



Participate in a healthy and open discussion



Communicate and collaborate with you for each assessment activity

Note: 

The trainer/assessor will take on the role of General Manager.



The trainer/assessor will assign team members to the student for each activity.



Each student will be assessed individually for all assessment activities.

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Timeframe to complete the project: Two weeks (You have two weeks to complete the project) Task requirements 

You will be assessed on your technical knowledge and skills to complete this project



You will be assessed on working in a team environment and meeting your job role and responsibilities



You must follow the instructions provided by the General Manager.



All individuals must complete their role and assigned responsibilities and meet the specified deadlines



The task must be completed in the specified timeframe

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Assessment activities Activity 1: Develop an operational plan Activity context The management wants you to prepare an operational plan for the organisation that provides a clear picture of how a team, section or department will contribute to the achievement of the organization’s goals.

Description of the activity This activity requires you to prepare an operational plan in consultation with your team member. To prepare the operational plan, you need to complete the following parts:   

Part A: Prepare a draft operational plan Part B: Consultation with the supervisor and the owner Part C: Meeting with the work teams

Part A: Prepare a draft operational plan This activity requires you to draft an operational plan for the organisation.

Before drafting the operational plan, you are required to gather, interpret and analyse workplace documentation to determine requirements for the operational plan.

When preparing the operational plan, you must select and use mathematical problem-solving strategies to organize resource requirements, performance benchmarks and financial viability of the operational plan.

The draft operational plan must include the following details:          

Purpose of the operational plan Organisational goals Strategies Key performance indicators Timeframe Person responsible Budget Resources required Monitoring process Contingency plans

The draft operational plan must be prepared using the template provided.

Student Pack Operational plan draft Purpose of the operational plan While innovation is necessary to meet existing as well as future needs and strategy is vital to create vision and direction, it’s the ongoing operations that provide the products or services which define the business and influence productivity and profitability. Careful planning is required to make sure the organisation’s vision and goals are realised through its daily operations.

An operational plan describes the activities of an organisation, team or department that are needed to reach the organisation's goals. It’s the link between strategy, resources and desired end result.

Operational plan Organisational goal 1: 

To target net profit margins of 30% in the first year and 40% in the second year by improving operational efficiency

Strategies

KPI’s

Reduce cost and improve process efficiencies

meet budget within 2% threshold

3 months

General Manager

Improve operating margins

Reduce cost of sales by 5%

6 months

Sales Manager

6 months

Finance Manager

Improve cash flow and reduce debts

Healthy cash to assets ratio

Timeframe

Personal responsible

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Budget

Resource requirements IT Equipment

$70, 000

$3400

Transport vehicle

$6000

Finance Consultant

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Organisational goal 2:



Engaging with customers through quality research and understanding supported by marketing techniques

Strategies

KPI’s

Conducting marketing campaigns and online 1000 customer surveys to assess the feedback comments customer requirements and reviews

Timeframe

Personal responsible

Budget

2 months

Marketing Manager

$2000

Resource requirement s Survey instruments, email marketing subscriptions

3 months

Marketing Manager

$1000

Social media accounts

Develop 5 services Understanding their based on customer needs and developing requirements services based on their requirements

2 months

Operations Manager

$4000

Software development programs

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Focusing on the target market

Engagement with target market

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Organisational goal 3:



Establishing a reputation for exceptional customer service and end to end solutions and achieve customer satisfaction rate of 90%.

Strategies

KPI’s

Providing excellent customer services by 90% positive resolving the customer customer feedback issues within 24 hours

Implement customer relationship management system

Implement loyalty programs to retain clients

Enhance our customer value proposition

Timeframe

Personal responsible

Budget

Resource requirement s Customer Service Representatives

2 months

Customer service Supervisor

$3000

3 months

General manager

$4000

CRM software programs

2 months

Marketing Manager

$5000

Loyalty cards and coupons

3 months

Sales Manager

$10,000

IT Development programs, developers

50 customer contacts

20 customers return purchase through loyalty program

80% customer satisfaction

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Monitoring processes *Steps in monitoring process*



Live Monitoring and testing



Reviews



Market research



Analytics tools



Meetings and appraisals



Use technology



The use of balanced score cards is a performance management approach which considers both financial and non-financial contributions of employees to business strategic and operational goals. Typically, a balance scorecard will list targets for teams or individuals that address a broad range of key results areas such as financial, customer satisfaction, professional development, etc.



Benchmarking a business is a way of measuring performance against competitors and therefore can give information about potential improvement, for example identifying opportunities for improvement, new ideas and innovative practices and forecasting the impact of any changes and see how to prepare for growth.

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Contingency plans Potential risks Negative market trends

Probability

Preparation

Response

Likely

Observe the past trends and insulate the business accordingly

Revise strategic plan and implement it

Highly likely

Seek alternative sources of resources

Outsource the services that require high costs

Competition effects

Likely

Improve product offerings

Aggressive marketing efforts

Stressed employees

Moderately likely

Allow more time for task assignment completion

Introduce mental wellness program in the workplace

High costs of resources

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Part B: Consultation with the supervisor and the owner This part of the activity is a continuation of part A. This part of the activity requires you to arrange a meeting with the General Manager and HR Manager.

The purpose of the meeting is to: Present your draft operational plan to the supervisor and the owner Consult with them for inputs to the draft operational plan Make revisions based on the consultation Gain approval for the operational plan W

   

Before the meeting, you are required to develop a meeting agenda and send an e-mail to the staff members to invite them to the meeting.

The meeting agenda must be prepared, considering the objectives of the meeting and using the template provided. The meeting agenda must discuss the purpose of the meeting and provide details regarding the place, date and time of the meeting.

After preparing the meeting agenda, you are then required to send an e-mail to the staff members to invite them to the meeting.

Guidelines for writing the e-mail: • • • •

Ensure the text written in the e-mail is grammatically correct and free of errors.

Use business style writing.

The text must provide a summary of the attachment.

Attach meeting agenda to the e-mail.

After e-mailing the meeting agenda to the participants of the meeting, you are then required to conduct a meeting with them.

When conducting the communication skills: • • • • • • •

meeting,

you

must

always

demonstrate

effective

and

Use formal communication style, encouraging and respectful tone Ask questions to clarify and confirm understanding Listen actively Understand the information needs of others Adapt communication to suit the audience Answer questions clearly and concisely Use non-verbal communication skills that encourage discussion and feedback: nodding, smiling, eye contact

During the meeting, you must: • •

Welcome the participants Introduce the meeting’s purpose

BSBOPS502 Assessment 1

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• • •

•

Outline ground rules for the meeting Present the draft operational plan o Use appropriate register, vocabulary and paralinguistic features Provide an opportunity for discussion. o Listen and comprehend information from a variety of spoken exchanges with the participants of the meeting o Provide an opportunity for the audience to ask questions o Respond to questions. o Assess the concerns of the participants o Negotiate variations o Acknowledge and respond to differences in opinions. o Discuss options and mutually agree on the operational plan Obtain approval

General Manager and HR Manager will: Clarify their doubts regarding the operational plan Ensure the operational plan aligns with the strategic objectives Negotiate on strategy for at least one objective.

  

Close the meeting: •

Summarize the agreed outcomes

After the meeting, you must provide summary outcomes of the meeting using the meeting minutes template provided.

After preparing the meeting minutes, send an e-mail to the attendees of the meeting.

Guidelines for writing the e-mail: • • • •

Ensure the text written in the e-mail is grammatically correct and free of errors.

Use business style writing.

The text must provide a summary of the attachment.

Attach meeting minutes to the e-mail.

From:

opm@onlinemediasolutions.com

To:

gm@onlinemediasolutions.com; hrm@onlinemediasolutions.com;

Subject:

Meeting Invitation

Attachment:

Meeting Agenda

Hello HRM, GM, I would like to invite you for a meeting to discuss the operational plan and seek your feedback and approval. The meeting will be held on 12/02/2022 at 1200hrs at the Online Media Solutions HQ boardroom. Please find the meeting agenda and further details attached.

Looking forward to meeting with you.

Best Regards, Operations Manager Online Media Solutions

Meeting agenda template:

Date/Time: Location: Chairperson: Meeting Attendees:

12/02/2022 / 1200hrs Online Media Solutions Boardroom Operations Manager HR Manager, General Manager

Full names and roles

Agenda Item/Topic

Discussion/Outcomes

Action Officer Operations Manager

Welcome 

Present the draft operational plan



Consult with them for inputs to the draft operational plan

(Agenda item 1)

Operations Manager

Topic?

(Agenda item 2)

HR Manager, General manager

Topic?

 (Agenda item 3)

Topic?

Operations Make revisions based on manager the consultation

Due Date

Summary

Overall Summary Gain approval for the operational plan Decision/s Operational plan approval Action/s if any

N/A

Next time/date

Meeting 1300hrs

Meeting closed at:

Summarize the agreed outcomes

Minutes are a true and accurate record of the meeting

Approved/confirmed whom?

Operations Manager

by

Meeting minutes template:

Minutes of Meeting Objective: Operational Plan review Attendees: HR Manager, General Manager Venue: HQ Boardroom Date:

12/02/2022

No.

Points Discussed

Actions Suggested

Target Date

1

Adjust certain Presentation of operational points plan and explaining main points

2

Clarify doubts regarding the Revise according to 15/02/2022 operational plan feedback Ensure the operational plan aligns with the strategic objectives

3

Negotiate on strategy for at Send approved version least one objective.

Seek approval of plan

Signature of attendee 1: GM

Signature of attendee 3: OPM

15/02/2022

15/02/2022

Signature of attendee 2: HRM

Signature of attendee 4:

Part C: Meeting with the work teams Activity context The operational plan has been approved. The owner wants to ensure that the work teams are clear about the operational activities, roles and responsibilities and the key performance indicators for the achievement of work goals.

Description of the activity This part of the activity requires you to arrange a meeting with at least two (2) work teams. Each team will have at least two (2) team members.

The role of the team members will be allocated to the team members by the trainer/assessor.

The purpose of the meeting is to: Present your operational plan to the work teams Clarify the roles and responsibilities and the key performance indicators

 

Before the meeting, you are required to develop a meeting agenda and send an e-mail to the staff members to invite them to the meeting.

The meeting agenda must be prepared, considering the objectives of the meeting, and using the template provided. The meeting agenda must discuss the purpose of the meeting and provide details regarding the place, date, and time of the meeting.

After preparing the meeting agenda, you are then required to send an e-mail to the staff members to invite them to the meeting.

Guidelines for writing the e-mail: • • • •

Ensure the text written in the e-mail is grammatically correct and free of errors.

Use business style writing.

The text must provide a summary of the attachment.

Attach meeting agenda to the e-mail.

After e-mailing the meeting agenda to the participants of the meeting, you are then required to conduct a meeting with them.

When conducting the communication skills: • • • • • •

meeting,

you

must

always

demonstrate

effective

Use formal communication style, encouraging and respectful tone Ask questions to clarify and confirm understanding Listen actively Understanding the information needs of others Adapt communication to suit the audience Answer questions clearly and concisely

and

•

Use non-verbal communication skills that encourage discussion and feedback: nodding, smiling, eye contact

During the meeting, you must: • • • • •

Welcome the participants Provide an introduction to the meeting’s purpose Outline ground rules for the meeting Present the operational activities, roles and responsibilities and the key performance indicators for the achievement of work goals Provide an opportunity for discussion. o Listen and comprehend information from a variety of spoken exchanges with the participants of the meeting o Provide an opportunity for the audience to ask questions o Respond to questions. o Assess the concerns of the participants o Acknowledge and respond to differences in opinions.

Team members will: •

Clarify the operational activities, roles and responsibilities and the key performance indicators for the achievement of work goals

Close the meeting: •

Summarize the agreed outcomes

After the meeting, you must provide summary outcomes of the meeting using the meeting minutes template provided.

After preparing the meeting minutes, send an e-mail to the attendees of the meeting.

Guidelines for writing the e-mail: • • • •

Ensure the text written in the e-mail is grammatically correct and free of errors.

Use business style writing.

The text must provide a summary of the attachment.

Attach meeting minutes to the e-mail.

From:

opm@onlinemediasolutions.com

To:

Jack, Tom, Sam, Michael

Subject:

Meeting Invitation

Attachment:

Meeting Agenda

Hello Staff, I would like to invite you for a meeting to ensure that the work teams are clear about the operational activities, roles and responsibilities and the key performance indicators for the achievement of work goals. The meeting will be held on 12/02/2022 at 1200hrs at the Online Media Solutions HQ Meeting Room. Please find the meeting agenda and further details attached.

Looking forward to meeting with you.

Best Regards, Operations Manager Online Media Solutions

Meeting agenda template:

12/02/2022

Date/Time: Online Media Solutions Meeting Room

Location: Operations manager

Chairperson: Meeting Attendees:

Jack, Tom, Sam, Michael

Full names and roles

Agenda Item/Topic

Discussion/Outcomes

Action Officer

Welcome

Operations Manager

Welcome •

Introduce the meeting’s Operational Manager purpose

•

Present the Operations operational activities, Manager roles and responsibilities and the key performance indicators for the achievement of work goals

•

Provide an opportunity for discussion.

(Agenda item 1)

Topic?

(Agenda item 2)

Topic?

(Agenda item 3)

Topic?

Jack, Sam, Michael, Tom

Due Date

Summary

Overall Summary Agreed concepts Decision/s Continue with the plan Action/s if any Send the plan and meeting minutes

Next Meeting time/date

N/A

Agreed program

Meeting closed at: Operational Manager

Minutes are a true and accurate record of the meeting

Approved/confirmed by whom?

Meeting minutes template:

Minutes of Meeting Objective: Ensure that the work teams are clear about the operational activities, roles and responsibilities and the key performance indicators for the achievement of work goals.

Attendees: Sam, Michael, Tom, Jack

Venue: Online Media Solutions

Date: 15/02/2022

No. 1

2

3

Points Discussed

Actions Suggested

Outline ground rules for the Get feedback meeting

Present the operational Revise unclear activities, roles and points responsibilities and the key performance indicators for the achievement of work goals Discuss and answer questions.

Submit feedback requests

Target Date

15/02/2022

15/02/2022

15/02/2022

Signature of attendee 1: OPM.

Signature of attendee 2: Michael

Signature of attendee 3: Sam.

Signature of attendee 4: Tom

From:

opm@onlinemediasolutions.com

To:

Jack, Tom, Sam, Michael

Subject:

Meeting Minutes

Attachment:

Meeting Minutes- 15/02/2022

Hello Staff, I would like to inform you of the minutes of the meeting held on 12/02/2022 at 1200hrs at the Online Media Solutions HQ Meeting Room. Please find the meeting minutes and further details attached.

Best Regards, Operations Manager Online Media Solutions

Activity 2: Implement the operational plan

Activity context The operational plan has been approved and communicated to the work team. The owner has given you the responsibility to implement the operational plan.

Description of the activity This activity requires you to implement the operational plan. To do so, you need to complete the following parts of this activity: Part A: Confirm the existence of organisational strategies Part B: Manager resource acquisition Part C: Self contribution to the resource acquisition

  

Part A: Confirm the existence of organisational strategies This part of the activity requires you to ensure that the organisation has the required strategies (policies, practices and procedures) to: recruit, induct and develop personnel acquire physical resources and services protect intellectual property make variations to the plan monitor and document performance

    

To do so, you need to confirm the existence of strategies with the General Manager (Trainer/assessor). As proof of the evidence, you are required to submit the current organisational policies, practices and procedures related to the above to the trainer/assessor.

Note for trainer/assessor: 



The trainer/assessor will confirm the existence of the following strategies (policies, practices and procedures): o recruit, induct and develop personnel o protect intellectual property These strategies are given in Appendix C. The trainer/assessor will ask the students to develop the following strategies (policies, practices and procedures): o acquire physical resources and services o protect intellectual property o make variations to the plan

if the organisation doesn’t have the required policies, practices and procedures, you must prepare the required policies, practices and procedures.

To prepare the policies, practices, and procedures, you must use the template provided.

Policies, practices and procedures template: Policy and procedures to recruit, induct and develop personnel Purpose of the policy

This is a legal requirement Procedures and practices

Advertise the job and description: You could also ask a recruitment agency for help in recruitment. Generally, a recruitment agency will cost more, but the recruitment process will take less time and is likely to reach a larger number of potential employees in a shorter amount of time.

Policies and procedures to acquire physical resources and services Purpose of the policy

To guide the staff on specific overall process of procurement

Procedures and practices 

quotes that may be required



details of preferred suppliers



process for additional expenditure



tender processes

Policies and procedures to protect intellectual property

Purpose of the policy

Some forms of IP right such as a trademark, design, patent or plant breeder’s right are registered rights and need formal application and examination before you can claim a right to ownership

Procedures and practices

  

a checklist covering the key issues that need to be considered templates for contracts, confidentiality agreements and term sheet guidance and information to help collaborating parties manage their IP

Policies and procedures to make variations to the plan Purpose of the policy

 

Collaborate and negotiate variations with stakeholders remembering that your ultimate goal is to maximise profitability and productivity.

A need for additional resources to meet unexpected increases in product demand with resultant higher input costs due to input material shortages or need to purchase at less than ideal time

Procedures and practices



When an event occurs that results in a manageable negative variance, adjustments need to be made to the operational plan.



These can be done without significant variations to your plan through minor reallocations within your budget.



Where this negative variance means you cannot meet the targets without going over-budget, a formal variation in your plan may be required to address the situation.

Policies and procedures to monitor and document performance Purpose of the policy Effective communication to the reader of the documentation

Procedures and practices



Always conduct checks on the documentation when seeking sign-off and approval from the human resources department or authority in an organisation.



You can ask a colleague to carefully read the documentation, check it for errors and ensure compliance with the organisational requirements.



Any advertisements that have been developed and subsequently processed for printing in hard copy or publication via the internet or intranet should be proofed to check for errors before receiving final approval.

Part B: Confirm resource acquisition This part of the activity is a continuation of part A. This part of the activity requires to confirm resource acquisition for the implementation of the operational plan. To do so, you are required to arrange a meeting with the HR Manager.

The purpose of the meeting is to confirm that the resources are acquired in accordance with the organisational policies, practices and procedures.

Before the meeting, you are required to develop a meeting agenda and send an e-mail to the staff members to invite them to the meeting.

The meeting agenda must be prepared, considering the objectives of the meeting and using the template provided. The meeting agenda must discuss the purpose of the meeting and provide details regarding the place, date and time of the meeting.

After preparing the meeting agenda, you are then required to send an e-mail to the staff members to invite them to the meeting.

Guidelines for writing the e-mail: • • • •

Ensure the text written in the e-mail is grammatically correct and free of errors.

Use business style writing.

The text must provide a summary of the attachment.

Attach meeting agenda to the e-mail.

After e-mailing the meeting agenda to the participants of the meeting, you are then required to conduct a meeting with them.

When conducting the communication skills: • • • • • • •

meeting,

you

must

always

demonstrate

effective

and

Use formal communication style, encouraging and respectful tone Ask questions to clarify and confirm understanding Listen actively Understanding the information needs of others Adapt communication to suit the audience Answer questions clearly and concisely Use non-verbal communication skills that encourage discussion and feedback: nodding, smiling, eye contact

During the meeting, you must: • • •

Welcome the participants Introduce the meeting’s purpose Confirm the following with the HR Manager: o If the employees for the implementation of the operational plan were recruited and inducted according to the organisation’s human resources management policies, practices, and procedures.

If the physical resources and services were acquired according to the organisation’s policies, practices and procedures Provide an opportunity for discussion. o Listen and comprehend information from a variety of spoken exchanges with the participants of the meeting o Provide an opportunity for the audience to ask questions o Respond to questions. o Assess the concerns of the participants o Acknowledge and respond to differences in opinions. o

•

HR manager will: Confirm that the acquisition of human and physical resources was carried out in accordance with the organisational policies and procedures.



Close the meeting: •

Summarize the agreed outcomes

After the meeting, you must provide summary outcomes of the meeting using the meeting minutes template provided.

After preparing the meeting minutes, send an e-mail to the attendees of the meeting.

Guidelines for writing the e-mail: • • • •

Ensure the text written in the e-mail is grammatically correct and free of errors.

Use business style writing.

The text must provide a summary of the attachment.

Attach meeting minutes to the e-mail.

From:

opm@onlinemediasolutions.com

To:

hrm@onlinemediasolutions.com;

Subject:

Meeting Invitation

Attachment:

Meeting Agenda

Hello HR Manager, I would like to invite you for a meeting to confirm that the resources are acquired in

accordance with the organisational policies, practices, and procedures. The meeting will be held on 15/02/2022 at 1300hrs at the Online Media Solutions HQ boardroom. Please find the meeting agenda and further details attached.

Looking forward to meeting with you.

Best Regards, Operations Manager Online Media Solutions

Meeting agenda template:

Date/Time: Location: Chairperson: Meeting Attendees:

15/02/2022 / 1300hrs Online Media Solutions HQ Boardroom Operations Manager HR Manager

Full names and roles

Agenda Item/Topic

Welcome

Discussion/Outcomes

Action Officer

Due Date

HR Manager

15/02/202 2

Greetings

Confirm resources are acquired (Agenda item 1)

Topic?

(Agenda item 2)

Check whether resources acquired according to organizational Operations policies.

Manager

15/02/202 2

Topic?

Question and answer session (Agenda item 3)

Topic?

15/02/202 2

Summary

Overall Summary Whether resources are available according to policy.

Decision/s Receive confirmation Action/s if any

Next

N/A

Meeting time/date Meeting closed at: Minutes are a true and accurate record of the meeting

Agreement of confirmation

Approved/confirmed whom?

by Operations Manager

Meeting minutes template:

Minutes of Meeting Objective:

to confirm that the resources are acquired in accordance with the organisational policies, practices, and procedures.

Attendees: HR Manager Venue: Online Media Solutions Date: 15/02/2022 No.

Points Discussed

Actions Suggested

Target Date

1

Confirmed that the Revisit some resources are acquired in procedures accordance with the organisational policies, practices, and procedures.

2

Discussed challenges and asked questions

Add contributions to 20/02/2022 confirmation

4

Agreed and received confirmation

Send confirmation

Signature of attendee 1:

20/02/2022

20/02/2022

Signature of attendee 2:

HRM Signature of attendee 3: OPM

Signature of attendee 4:

From:

opm@onlinemediasolutions.com

To:

hrm@onlinemediasolutions.com;

Subject:

Meeting Minutes

Attachment:

Meeting Minutes -15/02/2022

Hello HR Manager, I would like to inform you of the minutes of the meeting held on 15/02/2022 at 1300hrs at the Online Media Solutions HQ boardroom. Please find the meeting minutes and further details attached.

Best Regards, Operations Manager Online Media Solutions

Part C: Self contribution to the resource acquisition This part of the activity is a continuation of part B. This part of the activity requires you to answer a set of questions. The purpose of these questions is to assess the student’s knowledge and skills in the contribution of resource acquisition as part of their role as Operations Manager.

This activity requires you to answer the following questions:   

How can you contribute to the recruitment and induction of the employees?

How can you ensure that the physical resources and services were acquired according to the organisation’s policies, practices and procedures?

What intellectual property rights and responsibilities will you incorporate during the acquisition of resources?

You must use the template provided to document your response. Your response must be in accordance with the completion of your work activities.

You must get the documented responses signed by your supervisor/trainer/assessor.

Template:

How can you contribute to the recruitment and induction of the employees? words) 



(30-50

Be prepared to provide constructive feedback on why an applicant was unsuccessful.

You could also ask a recruitment agency for help in recruitment. Generally, a recruitment agency will cost more, but the recruitment process will take less time and is likely to reach a larger number of potential employees in a shorter amount of time.

How can you ensure that the physical resources and services were acquired according? to the organisation’s policies, practices, and procedures? (30-50 words)

   

Check with the relevant departments about the resources and services included in the operational plan Check availability Confirm with departmental heads the procedures used for acquisition Ask for proof or records

What intellectual property rights and responsibilities will you incorporate during the acquisition of resources? (30-50 words)

  

In terms of managing operational plans, it is important to ensure that any processes used in the development of products or delivery of services do not breach any current patents.

Human resource and recruitment policies need to provide clear guidance on the organisation’s IP ownership and that of its employed staff.

It is also important to consider protecting purchasing decisions by seeking warranties from contractors and suppliers

Signed by: Operations Manager Date: 22/02/2022

Activity 3: Monitor and review the outcomes of operational performance Activity context The operational plan was implemented. To monitor and review the outcomes of operational performance, a review was conducted at the end of first quarter. The following were the outcomes of the review conducted:     

Profit margins were 20%. This was due to lack of operational efficiency.

Customer satisfaction rates were achieved.

Marketing campaigns need to be more focused on services offered The productivity standards were achieved.

Staff performance management was conducted. It was identified that the customer service staff needs training in interpersonal skills.

Description of the activity This activity requires you to monitor and review the outcomes of operational performance. To do so, you need to complete the following parts of this activity:  

Part A: Monitor the outcomes of operational performance Part B: Negotiate recommendations for variations to the operational plan

Part A: Monitor the outcomes of operational performance This part of the activity required you to implement relevant monitoring processes for ongoing monitoring of the operational plan.

To do so, you are required to:      

Assess the progress of operational plan in the achievement of profit and productivity plans and targets (refer to the activity context) Identify the variations to the operational plan and document the areas of underperformance Recommend solutions Document, how you rectified the situation?

Identify the performance gaps of your team members considering the areas of under-performance Document the training needs, actions to be implemented, timeframe, resources required considering the performance gaps

You must use the template provided and get the document signed from your supervisor/trainer/assessor.

Template: Variations to the operational plan and the areas of underperformance (Any two)

Recommended solutions



Profit margins were 20%. This was due to lack of operational efficiency.

Minimize expenditure by cutting down operational costs



Marketing campaigns need to be more focused on services offered

Reevaluate marketing campaigns and adjust according to requirements

How you rectified the situations of under-performance? (30-50 words)       

Routine service and maintenance reports Number of customer complaints in those complaints Customer feedback Backlog of orders being fulfilled Analysis of incidents/incident reports Staff performance appraisals Variations in work reports

Recommendations for the variation to operational plan (30-50 words)   

When an event occurs that results in a manageable negative variance, adjustments need to be made to the operational plan.

These can be done without significant variations to your plan through minor reallocations within your budget.

Where there is negative variance means you cannot meet the targets without going over-budget, a formal variation in your plan may be required to address the situation.

Performance gaps (Any three)

Training needs

Actions to be implem ented

Timeframe

Resources required

Customer service Interpersonal skills

Signed by: Operations Manager Date: 20/02/202 2

Train customer service team

2 months

Coach

Part B: Negotiate recommendations for variations to operational plan This part of the activity requires you to arrange a meeting with the General Manager.

The purpose of the meeting is to negotiate recommendations for variations to operational plans Before the meeting, you are required to develop a meeting agenda and send an e-mail to the staff members to invite them to the meeting.

The meeting agenda must be prepared, considering the objectives of the meeting and using the template provided. The meeting agenda must discuss the purpose of the meeting and provide details regarding the place, date and time of the meeting.

After preparing the meeting agenda, you are then required to send an e-mail to the staff members to invite them to the meeting.

Guidelines for writing the e-mail: • • • •

Ensure the text written in the e-mail is grammatically correct and free of errors.

Use business style writing.

The text must provide a summary of the attachment.

Attach meeting agenda to the e-mail.

After e-mailing the meeting agenda to the participants of the meeting, you are then required to conduct a meeting with them.

When conducting the meeting, you must always demonstrate effective and communication skills: • • • • • • •

Use formal communication style, encouraging and respectful tone Ask questions to clarify and confirm understanding Listen actively Understanding the information needs of others Adapt communication to suit the audience Answer questions clearly and concisely.

Use non-verbal communication skills that encourage discussion and feedback: nodding, smiling, eye contact

During the meeting, you must: • • • • •

Welcome the participants Introduce the meeting’s purpose Present the variations to the operational plan and recommended solutions Provide recommendations for the variation to the operational plan Provide an opportunity for discussion. o Listen and comprehend information from a variety of spoken exchanges with the participants of the meeting o Provide an opportunity for the audience to ask questions o Respond to questions.

BSBOPS502 Assessment 1

LAST UPDATED: July 2021, Version No. 1 Page 51 of 51

• •

o Assess the concerns of the participants o Acknowledge and respond to differences in opinions.

Confirm if the required support is provided for individuals and teams (As per part A) Negotiate recommendations for variations to operational plans and gain consensus for the recommendations.

General manager will: Discuss their point of view.

Discuss that the training needs of individuals and teams were addressed.

Negotiate on recommendations for variations to operational

  

plans Close the meeting: •

summarize the agreed outcomes

After the meeting, you must provide summary outcomes of the meeting using the meeting minutes template provided.

After preparing the meeting minutes, send an e-mail to the attendees of the meeting.

Guidelines for writing the e-mail: • • • •

From:

Ensure the text written in the e-mail is grammatically correct and free of errors.

Use business style writing.

The text must provide a summary of the attachment.

Attach meeting minutes to the e-mail.

opm@onlinemediasolutions.com

To:

gm@onlinemediasolutions.com;

Subject:

Meeting Agenda

Attachment:

Meeting Agenda -22/02/2022

Hello General Manager, I would like to invite you to the meeting to negotiate recommendations for variations to operational plans. The meeting will be held on 22/02/2022 at 1300hrs at the Online Media Solutions HQ boardroom. Please find the meeting agenda and further details attached.

Looking forward to meeting with you.

Best Regards, Operations Manager Online Media Solutions

Meeting agenda template:

Date/Time: Location: Chairperson: Meeting Attendees:

22/02/2022 / 1200hrs Online Media Solutions HQ Operations Manager

General Manager

Full names and roles

Agenda Item/Topic

Discussion/Outcomes

Action Officer

Introductions to variations

Operations manager

Discuss recommendations

General manager

Welcome

(Agenda item 1)

Topic?

(Agenda item 2)

Topic?

(Agenda item 3)

Topic?

Agree on recommendations to solve issues.

OPM, GM

Due Date

Summary

Overall Summary Agree on recommendations Decision/s Confirm recommendations Action/s if any

N/A

Next Meeting time/date Meeting closed at: Minutes are a true and accurate record of the meeting

Agreement of recommendations

Approved/confirmed whom?

Operations

by Manager

Meeting minutes template:

Minutes of Meeting Objective: To negotiate recommendations for variations to operational plans Attendees: General Manager Venue: Online Media Solutions HQ Date: 22/02/2022

No.

Points Discussed

Actions Suggested

1

Explanations of the variations to operational plan

Review operational 23/02/2022 plan

2

negotiate recommendations for variations to operational plans

Submit recommendations

23/02/2022

3

Finalize recommendations per agreement

Send recommendations

23/02/2022

Signature of attendee 1: GM Signature of attendee 3: OPM

Target Date

Signature of attendee 2:

Signature of attendee 4:

From:

opm@onlinemediasolutions.com

To:

gm@onlinemediasolutions.com;

Subject:

Meeting Minutes

Attachment:

Meeting Minutes -22/02/2022

Hello General Manager, I would like to inform you of the minutes of the meeting held on 22/02/2022 at 1300hrs at the Online Media Solutions HQ boardroom. Please find the meeting minutes and further details attached.

Best Regards, Operations Manager Online Media Solutions