Course Code SIT50416 Course Name Diploma of Hospitality Management Unit Code BSBMGT517 Unit Name Manage operational plan Due Date ________________ Assessment Name Part A – Research Part B – Case study Part C – Project Student No. ________________ Student Name _____________________________ Student Phone ________________ Student Email _____________________________ Student Declaration I declare that this assessment is my own work and where my work is supported by documents from my workplace placement/employer permission has been granted. Note: This assessment will not be accepted unless all sections have been completed and the front cover has been signed and dated. Student Signature _________________________ Date: _____________________________ Office Use Only Date/s Received: ___/___/___ ___/___/___ ___/___/___ Date/s Assessed: ___/___/___ ___/___/___ ___/___/___ Result of Assessment: ___________ ___________ ___________ Entered on Training Plan Moderation Signature   Course Code and Name: SIT50416 Diploma of Hospitality Management Unit Code: BSBMGT517 Unit Title: Manage operational plan For this assessment you are required to answer all of the questions. You are permitted to research the answers by reading your text book, theory notes and accessing the internet. If more room is needed label each task with the question number and use headings or dot points to make your work clear for your trainer and assessor. Please follow the Referencing Guide contained on your Course handbook. Please attach a student assessment cover sheet to each unit submission. You must complete the cover sheet in full detail. PART A – REVIEW TERMINOLOGY Research the following TERMS and PHRASES these are linked with your assessment. Attach your definition or explanation to each word. Please remember to Reference. Question 1 A.B.S C.P.I Tenders Strategies Vision And Mission Statements, Executive Summary Question 2 A fully Developed operational plan is a vital tool used by business today we plan from week to week and year to year. We have to be aware of factors that can affect our Operational plan such as: the global economy, society, current and future events e.g. the Olympics' in London and the Commonwealth Games on the Gold Coast in 2018. These events have an impact how a business will conduct themselves before, during and after these events. What steps are required to develop an operational plan to best embrace change?   Question 3 We need to develop and implement strategies to ensure we acquire employees, physical resources and services to meet the requirement of the plan but we need to follow organisational policies, practices and procedures. Provide three examples of how we can secure resources to meet business needs within these policies, practices and procedures? Question 4 To ensure we monitor and review operational performance what tools and actions can we use and have available to ensure our plans are compliant, within timeframes and budgets. Also, how do we identify areas of underperformance, recommend solutions, and take prompt action to rectify the situation. Provide 2 examples from different areas of business performance to show your understanding.   PART B - CASE STUDY CASE STUDY: "SUSSING OUT THE TEAM" Lance walks in to his new department. He's been a line manager before but this is his first role at one of the company's subsidiaries. As per his plan, he asks everyone to grab a coffee and join him in his office. He begins by saying a few words about himself in order to establish his technical expertise as well as the fact that he has led successful teams at the company's head office. ('And it won't hurt them to know that I know important people at head office, too, and have access to information and not a few scarce resources'. He thinks) To get the team talking, he asks each person in turn for a quick run-down on their responsibilities and current projects, explaining he'll meet with everyone individually over the next few days. Then he throws the meeting open for questions. What Lance is really interested in is who pipes up first and what questions and comments they have. He watches them carefully to see how they interact with one another because, in his experience, this is an important clue to how well a team works together and therefore how much work he has ahead of him to develop the sort of team climate and culture he's looking for." Question 1 What are your thoughts about Lance's plan to introduce himself to his staff and get to know them as individuals in a team? Question 2 Do you think Lance's plan was good? Explain and justify your point of view. Question 3 How do you think the staff might feel about his approach? Question 4 Explain your opinion regarding Lance's strategy to assess team cohesion, culture etc. Question 5 Compare Lance's approach in an informal organisation, with an approach relevant to a formal organisation. Question 6 In your opinion, do team members feel a bond with other team members? Question 7 Explain whether you think all team members feel a sense of responsibility for getting a job done? Question 8 Do you think team members share information readily? Explain your point of view PART C - PROJECT Student Instructions • Work must be typewritten and presented with a cover sheet attached. • Use the template provide by trainer for your business plan and answer all of the sections. • The Plan needs to be prepared as it would be in the workplace as an official document. • Ensure any additional information or examples are attached as APPENDICES and numbered and referenced through the Operational Plan. • Read the following scenario for Imagine Corporation and complete an Operational Plan to suit. SCENARIO Company overview Imagine catering is located on the Gold Coast, Australia, is a hospitality catering organisation with a real 'customer' focus. Typical of this business structure, the business "diversified their offerings and moved into new markets; developed new models and structured business units around customer type, geographic markets and products that emerged. Some economies of scale were lost in the short term, but the greater flexibility allowed the organisation to adapt to local conditions" and project the organisation into the future capitalising on longer term economies of scale in a more diversified market. You are the General Manager of Imagine Catering. Steve Hall the owner has asked you to complete a business operational plan to for his next financial year for the expansion of his product. Background and rationale for diversification Hall catering has been in business for a couple of years, he has seen the gap in the market for delivered home gourmet meals. His catering kitchen is located at Southport on the Gold Coast. He plans to deliver to the local market. He would like to expand on his current staff of two catering assistants, one full time and one casual. He would like to employ another supervisor, 2 chefs and an apprentice and 1 more front of house employee. The reason for employing more staff is to increase the number of catering jobs by double and diversify into an untouched market utilising lefts over's from the catering side of the business. Further to the complaints made by customers about the lack of control from each the current catering staff, there have been numerous customer complaints recorded regarding the quality of food and service. After summarising the rectification expenses, and analysing other data gleaned from an environmental scan undertaken by an independent surveyor in December 2009, the general manager decided to submit a proposal along with his Operational Plan, to establish and develop an extra department which will entail purchasing new equipment, van, storage to set up the catering department. It was a calculated initiative; based on past and current performance of the department, customer feedback and the environmental scan; an initiative that had the hallmark of success, and would benefit the organisation as a whole, and project it competitively into the future and ensure its sustainability.   Other information He anticipates sales of 30 meals a day for the first 3 months, 40 a day for the next three months, 45 ad day for the following four months, slack month in November of only 30 and then 60 for December. His opening bank balance is $2000 and charges an average of $25.00 a meal based on cost plus pricing and the raw materials cost per meal is $8.00. He does not allow credit and his main suppliers PGP foods require immediate payment. In the second year of expansion he hopes to expand into other geographic areas. General Information Total income /budget for the 2012 year was $150,000 Operating Costs for the Imagine Catering are as follows: • 1 General Manager (paid $80,000 per annum) • 1 - Level 1 - supervisors (paid $45,000 per annum) • 2 - Level 3 qualified and experienced staff paid $40,000 per annum (Level 3 staff members are kitchen chefs) • 2 – 1st year apprentices ( paid $26,000 per annum) • 2 - Level 1 Casual front of house employees (paid $21.00 per hour for 20 hours per week, 36 weeks a year) General Expenses have increased according to the December Quarter 2010 CPI figures issued by the Australian Bureau of Statistics (ABS) by 4% average. 2011 expenses were: • Rent $22,000 per annum • Advertising $3500 per annum • Utilities – gas, electricity $204 paid quarterly • Insurance $600 paid yearly in January • Transport (fuel)$260 paid monthly • Van repayments • Maintenance $408 paid in June and December • Telephone $240 paid quarterly • Owners drawings $200 a month • Accountancy paid bi-monthly $110 • Postage and stationary $340 for the year paid monthly You will also need to include food cost, superannuation, loan which he borrowed $40000, $10000 of personal money and the rest over 5 years at 10% interest annually. Growth costs include the following: • New staff members • A new transport vehicle for transporting product – Kia Pregio 1 Tonne van, 2010 Price $A18,900 over 3 years • New equipment to the facilities – estimated at $A8000.00 • a new laptop computer for the manager – Cost $A2,500.00   YOUR TASK (Students please be sure you include the following 7 Tasks in your Plan): As General Manager of Hall catering you are required to prepare and present your Operational Plan for July 2012- June 2013. Using the business plan template found on the imagine student portal, prepare an operational plan addressing the following topics. 1. Add a title page removing all brackets and inserting hypothetical company details 2. Business plan summary – Best done last 3. Outline the business, business structure, key personnel, products and services to be offered, legal and compliance issues, operational plan and sustainability issues. 4. Define the market including SWOT analysis, advertising plans and competitors. 5. You need to establish your departmental VISION and MISSION STATEMENTS, and ensure that they align with the Organisation's Vision. 6. As with any operational plan, an INCOME AND EXPENDITURE STATEMENT is included. This will include a cash flow forecast for the 2012/2013 financial year. This analysis will support and justify his proposal to establish a new department. (THIS SHOULD BE APPENDICES – Cash flow forecast, as done in Manage finances within a budget) 7. Add supporting documentation including • an INDUCTION AND EMPLOYMENT POLICY AND PROCEDURE for the employment of new staff to show the Board of Directors. There are new staff members expected to commence in 2012 – consequently, this would be a good time to review the current Policy and Procedure and develop a new Version to suit. • Insurance polices • Market surveys • Any other supporting documentation   OPERATIONAL PLAN – TEMPLATE GUIDE • Cover • Table of Contents • Executive Summary: • Summarise all activities (so a reader can get some indication regarding the activities of the operation/department without reading the whole document) • No more than 1 page in entirety including signature Business plan summary • Name the type of operation / department / where it fits into the organisational structure • Outline the product or service • Briefly outline who is the target market • Include the historical and present accomplishments, and the future plans. • Vision Statement • Short and long term goals • Finance summary Business Information • Location • Buy/lease • Organisation chart • Management and ownership • Experience • Key personnel • Current staff • Required staff • Recruitment options • Recruitment, selection and induction policies • Skill retention strategies Products and services • Market position • Unique selling position • Anticipated demand • Pricing strategy • Insurances • Risk management • General Laws, Acts and Regulations that affect the business Operations • Production process • Suppliers • Plant and equipment • Inventory • Technology • Trading hours • Communication channels • Payment types • Credit policy • Quality control • Sustainability plan • Action plan Market • Sales, promotions, pricing, position, quality, demographic considerations, market differentiation • Demographics • Key customers • SWOT analysis • Your competition • Advertising and promotional strategy • The future • Vision and mission statement • Finances including cash flow forecast Induction Policy Below is an example Staff induction policy for you to adapt.   Imagine Catering SAMPLE ONLY POLICY AND PROCEDURE STAFF INDUCTION 1. Purpose To ensure all staff are welcomed to the organisation, become familiar with the issues that concern their employment, understand organisational policies, procedures and organisational operational standards. 2. Policy 1. All new staff must undertake a formal induction at the commencement of their employment. The induction will be conducted by a staff member nominated as qualified and experienced to conduct the induction. 2. The induction may be undertaken after appointment and prior to commencement of employment or at commencement of employment whichever time is most suitable for the participants. 3. Procedure 1. New staff members are introduced to the organisation by a manager or nominated organisation representative who has been trained in the procedure of Inductions at the organisation. 2. The following topics are to be included in the induction and listed on an INDUCTION CHECKLIST. a. Induction staff to conduct the induction using the checklist to guide the induction process. b. The checklist must be completed with the following documented: i. Name of the staff member conducting the induction ii. New staff member iii. Date of Induction iv. Signature of both parties. 3. The following are the topics included on the induction checklist: 3.1 Organisational Orientation 3.1.1 Company structure and management 3.1.2 Departmental operations and locations 3.1.3 Organisational culture 3.1.4 Workplace health and safety operations 3.1.5 Evacuation procedures 3.1.6 First Aid Officers 3.1.7 Parking 3.1.8 Accessing Organisational Policies and Procedure 3.2 Meal breaks 3.2.1 Meal room 3.2.2 Use of equipment eg refrigerator, microwave 3.3 Dress code 3.3.1 Standard requirements 3.3.2 Themed days 3.4 Pay rates 3.4.1 Submitting Invoices for contracted employees 3.4.2 Pay dates 3.4.3 Documenting banking details 3.4.4 Tax declarations 3.5 Work Hours 3.5.1 Standard work hours 3.5.2 Overtime 3.5.3 Overtime expectations 3.6 Holidays 3.6.1 Application Forms 3.6.1 Holiday payment 3.7 Work benefits 3.7.1 Computer 3.7.2 Car allowance 3.7.3 Telephone 3.8 Sick Leave 3.8.1 Medical certificates 3.8.2 Time allowed and conditions 3.9 Training and Professional Development 3.9.1 Official 3.9.2 Unofficial 3.9.3 Recording Staff training 3.9.4 Recording Professional Development 3.10 Performance Appraisal 3.10.1 Times for performance appraisal 3.10.2 Who will conduct the performance appraisal 3.10.3 Promotions 3.10.4 Work incentives 3.11 Complaints/Recognition 3.11.1 Written complaint (See Complaints Policy and Procedure) 3.12 Accountabilities and Responsibilities 3.12.1 Departmental supervisor 3.12.2 Key performance criteria and indicators