Table of Contents
Table of Contents..............................................................................................................................1
Instructions......................................................................................................................................2
Case Study A..................................................................................................................................3
Case Study B..................................................................................................................................4
Case Study C..................................................................................................................................5
Instructions
This document contains all of the case studies available in this unit.
It is to be used when referred to in the Learner Workbook, to help answer the relevant
questions.
Case Study A
Matt is the manager of the Weston bar and grill. He has recently developed an operational
plan with the intended focus on delivering a quality customer service in a family friendly
atmosphere. This will involve the arrangement of entertainment provided by comedians
and musicians. Theme nights will also be organised for the customer’s entertainment. The
chefs and bar workers at the Weston bar and grill will continue to provide an exceptional
range of food and drinks.
• Matt will need to produce an operational plan to support his loan application, which
includes the following details:
• Resource requirements
• Key performance indicators
• Monitoring processes
• Contingency plans.
Complete the case studies using this template:
Operational plan Template:
Name of the document: Operational plan Weston bar and grill
Assign to: Matt ; Manager Weston bar and grill
Prepared by: Matt; Manager
Purpose of the operational plan:
The primary purpose of this operation plan is to ensure the customers are getting an
improved
Friendly and quality service. The secondary purpose is to get the loan approved.
Deadline:
Assuming Matt is starting the changes from next month April
1st week of the month deadline: Staff briefing and meeting among managers.
2nd week deadline: Hiring comedians and musicians for the show.
3rd week deadline: Cordinating with Chefs, finalization of menu and events
4week deadline: Advertisement of the new and improved service and events, final briefing
of staffs and preparation of the venu.
Strategy:
• Hire a reputed comedian and musician.
• Organise every weekend comedy or live music night.
• Make sure customers are well informed about the new events for that print some
pamflet, put posters and inform regular customers.
• Research on the various theme nights and choose some according to the customers
choise.
• Introduce new food and drinks.
Resouces:
• Stage for musicians and comedians
• Musical instruments and equipments
• More tables and chairs to accomodate new crowds
• Resources required for new theme
• Staff training
• Training and hiring of new staffs
Financial Resources: Budget
Resources Amount
Sales $20,000 daily
Expenses:
1 Staff expenses $3000 daily
2 Food and Equipments $5000 daily
3 Utilities $2000 monthly
Sales and profitability KPIs
Monitor Cost of goods sold
Calculate Labour cost
Compare with historical data
Customer experience KPIs
Review Online reviews
Check Customer retention rate
Marketing KPIs
Monitor Social engagement
Monitor Website traffic
• Monitoring processes
Resources Budgeted Actual amount Variance F/UF/OK
Amount
Sales 20,000 25000 5000 F
Expenses:
1 Labour cost 3000 3500 (500) UF
2 Food and equipment 5000 6000 (1000) UF
cost
3 Utiliy 2000 1500 500 F
• Contingency plans:
Contingency plan is not to spend too much money without research ,survey about the new
ideas,menus and themes, And to always have financial backup if the things doesn’t work out.
Case Study B
The Digitise marketing company has had a great deal of success over the recent year. The
design team has continually exceeded customer expectations, and the developed websites
have been highly successful. The manager of the Digitise company is now planning on
relocating to new premises for the purpose of expanding the team to include writers and
social media experts.
• The Digitise to produce an operational plan to support his loan application, which
includes the following details:
• Resource requirements
• Key performance indicators
• Monitoring processes
• Contingency plans.
Complete the case studies using this template:
Operational plan Template:
Name of the document: Operational Plan ABC Digitise
Assign to: Manager ABC digitise
Prepared by: Manager
Purpose of the operational plan
To facilitate the relocation to new permises and to expand the team with additional
member including writers and social media experts.
Deadline:
First stage is to find the location for new office. 1 month for location search
Second stage is to get the necessary equipment to run the new location which should have a
deadline of 1 week.
Then finally new staff training another week.
So around montha and a half from location search to new location complete setup.
Strategy:
Creat a team to search for a new office location
Setup the necessary equipment and system needed.
organise staff meeting to introduce new staffs and brief on their roles
in the team.
Resouces:
Physical resources
New equipment for new staffs like computer, desks , chairs.
Packaging equipments for moving permises.
Parking spaces, trucks for moving.
Human Resources
Trainers for new staff, Removilist professionals, electricians,
Security persons
Financial Resources: Budget
Resources Amount
Sales 100,000
Expenses:
1 Moving and setup cost 10,000
2 Staff hiring and training 5,000
3 Resources needed 5,000
• KPI
Compare historical data
Check for customers feedback in social medias
Compare the sale and expenses with previous years
monitor staff performance
• Monitoring processes
Resources Budgeted Actual amount Variance F/UF/OK
Amount
Sales 100,000 110,000 10,000 OK
Expenses:
1 Moving and setup 12,000 15,000 3,000 UF
2 Staff hiring and 5,000 5,000 0 OK
training
3 Resources expenses 5,000 8,000 3,000 UF
• Contingency plans: If the new location is not obtained within one and half month
contingency plan is to rent a small office near the current office to accomodate new
staffs. And in case of loan not being approved other source of funding should be
looked for.
Case Study C
Matt is the owner of the Frontier outdoor clothing company. He is planning on opening a
new store in the Australian city of Cairns and expanding the current range of clothing. He
realises that it will be necessary to obtain a business loan for the purpose of funding the
opening of the new store and increased production of Frontier clothing.
•
•
• Matt will need to produce an operational plan to support his loan application, which
includes the following details:
• Resource requirements
• Key performance indicators
• Monitoring processes
• Contingency plans.
Complete the case studies using this template:
Operational plan Template:
Name of the document: Operational Plan Frontier outdoor clothing
Assign to: Matt the owner of Frontier outdoor clohing
Prepared by: Matt
Purpose of the operational plan
The primary purpose of this operation plan is for Matt to provide the detail on how he is
going to expand his business and setup new shop in Cairns inorder to secure loan from the
bank.
Deadline:
Assuming Matt starts from 1st of April.
10th of April to submit all the documents for loan
30th April to Finalize the location of the shop
1st to 2nd week of May to open the shop.
Strategy:
Firstly to prepare a strong document for loan application
Then to search for a location where there is lots of foot traffic.
Negotiate a good rent for the new shop.
Advertise opening sale and new management signs
Look for good customer service
Resouces:
Physical resources
Equipment for new shop. For example new computers, desks, chairs lighting
Display units, security etc
Human Resources
New staffs, Managers, professionals like electrician, plumbers, carpenters ets.
Financial Resources: Budget
Resources Amount
Sales $2,000 daily
Expenses:
1 Rent and other fixed costs $2500 monthly
2 Labour cost 2000 weekly
3 material cost 2000 weekly
• KPI
Compare the sale wih other stores
compare with historical data
calculate labour cost per sale
Calculate overall profit or loss after expansion
Look for brand awareness among customers
• Monitoring processes
Resources Budgeted Actual amount Variance F/UF/OK
Amount
Sales 2500 daily 2000 500 UF
Expenses:
1 Rent & others fixed 2500 monthly $2500 monthly 0 OK
2 Labour cost 2200 weekly 2000 200 F
3 Material Cost 2000 weekly 2000 0 ok
• Contingency plans: If the loan is not approved Contingency plan is to look for creditors
who wants to invest in the business. Or wait for loan to get approved then do the
expansion.
Competency record to be completed by assessor
This should be used by the trainer/assessor to document the learner’s skills, knowledge and
performance as relevant to the overall unit. Indicate in the table below if the learner is deemed
competent or not yet competent for the unit or if reassessment is required.
Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date(s) of assessment
Has the learner completed all required assessments to a satisfactory Yes No
standard?
(Please
circle)
Has sufficient evidence and information been provided by the learner to Yes No
prove their competency across the entire unit?
(Please
circle)
The learner has been assessed as competent in the elements and performance criteria and the
evidence has been presented as:
Yes No
Authentic (Please
circle)
Yes No
Valid (Please
circle)
Yes No
Reliable (Please
circle)
Yes No
Current (Please
circle)
Yes No
Sufficient (Please
circle)
Learner is Not yet competent Competent
deemed:
If not yet competent, date for re-assessment:
Comments from trainer/assessor:
Learner’s
signature
Assessor’s
signature
