Learning outcomes:

• Research, analyse and document resource requirements and develop an operational plan in consultation with relevant personnel, colleagues and specialist resource managers
• Develop and implement contingency plans at appropriate stages of operational planning
• Development of an operational plan with details of how it will be implemented and monitored
• Knowledge of models and methods for operational plans.

PART 1: WRITE AN OPERATIONAL REVIEW REPORT BRIEF

The national franchising headquarters for a large coffeehouse chain has received complaints about the service, quality, and cleanliness of one of its cafés in your area. You have been sent to inspect and to report on what you see.

PART 1 INSTRUCTION

- Select a nearby, or your favourite, coffee house/café or barista.

- Visit the outlet on two (2) or more occasions and conduct observation and notes about how many customers were served, how quickly they received their coffee, tea, food and beverages, and how courteously they were treated.

- Observe the number of employees and supervisors working. Note the cleanliness of observable parts of the café, the processes and any obvious systems

- Inspect the restroom as well as the exterior and surrounding areas. Again note the cleanliness etc.

- Sample the beverages and food items. Your trainer and assessor is a ‘stickler' for details; they have no use for general statements such as the coffee and cake were great. Be specific.

- Draw conclusions. If improvements are necessary, make recommendations.

- Address and explain your report to trainer and assessor.

PART 1 REPORT STRUCTURE, REPORT CONTENT AND MARKING CRITERIA

? Title Page

? Letter or Memo of Transmittal

? A letter or memo of transmittal presents an overview of the report, suggests how to read it, describes limitations, acknowledges assistance, and expresses appreciation.

? Table of Contents

? List of Figures (if any)

? Executive Summary

? Introduction: A good report introduction typically covers the following elements, although not necessarily in this order:

i. Background: Describe the events leading up to the problem or need.
ii. Problem or purpose: Explain the report topic and specify the problem or need that motivated the report.
iii. Significance: Tell why the topic is important. You may wish to quote experts or cite newspapers, journals, books, Web resources, and other secondary sources to establish the importance of the topic.
iv. Scope: Clarify the boundaries of the report, defining what will be included or excluded.
v. Sources and methods: Explain how you collected information.
vi. Organization: Orient readers by giving them a road map that previews the structure of the report.

? Discussion of Findings

? Conclusions and Recommendations

? References

PART 2: DEVELOP AN OPERATIONAL PLAN FOR A NEW BUSINESS

Develop an operational plan for a new small business enterprise

BRIEF

1. Develop and implement an operational plan for an organisation (preferably on a new cafe) mentioning the product and business scope at your discretion, using a variety of information sources and consultation (including using specialist advice if required) which includes:

i. All Resource requirements (Labour, Capital, Equipment, Rents, Facilities, Space, Finance)
ii. Key performance indicators for the business (including KPIs for staff members)
iii. Monitoring and Controlling processes ( cafe inventory, purchasing, staff roaster, staff pay, staff guidelines, etc)
iv. Contingency plans (backup plans for all the factors mentioned in monitoring and controlling section)

2. Communicate effectively with relevant stakeholders (this stakeholder is your trainer in this case) to explain the plan and supporting information, seek approvals, negotiate variations and engage work teams.

3. Write memo to all staff in regard to weekly operation, roaster, purchasing and maintenance of the cafe)

4. Prepare either a Gantt chart or a Flow Chart to explain the weekly operation.

5. Develop and implement strategies to achieve the operational plan within the organisation's policies, practices and procedures including:

i. recruiting, inducting and developing personnel

ii. acquiring physical resources and services
iii. protecting intellectual property
iv. making variations to the plan
v. monitoring and documenting performance

PART 2 INSTRUCTIONS AND MARKING CRITIERIA

1. The analysis and strategy demonstrates a knowledge and understanding of relevant Operational Planning theory.

2. Research, analyse and document resource requirements and develop an operational plan in consultation with relevant personnel, colleagues and specialist resource managers

3. develop and implement strategies to achieve the operational plan within the organisation's policies, practices and procedures including

4. Develop and implement contingency plans at appropriate stages of operational planning

5. Development of an operational plan with details of how it will be implemented and monitored

6. Evidence of critical thinking in preparing the responses for the Operational Plan

7. The strategy is incisive and includes a concise, relevant treatment of the issues and addresses the assessment criteria.

8. All sources are referenced consistently and comprehensively using the recommended referencing system as prescribed in the subject description/outline.