1.0 Executive Summary
BizOps has 150 retail, online and phone sale outlets that sell a range of exclusive products across Australia that are branded 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.
1.2 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.
Each store will be fitted out to display the full range of the exclusive products from the current 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 brand.
• 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
3.0 Operational Action Plan (July–September)
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 current 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 resources.
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 review the operational plan monthly.
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