2.0 Consultation Strategy (Table courtesy of Edwin Usoni) Key Stakeholders Stakeholder (WHO?) Role in the Problem (WHY?) Priority Consultation Method Senior Management Team Made decision to increase sales by 10% in the businesses service department. Keep informed feedback session email communications newsletters Store Manager Develop an operational plan and implement the plan to increase in their store Manage closely Meetings group meetings interviews Service Division Staff Implementers of the plan to achieve the intended results. Keep satisfied Focus groups Brainstorming sessions Feedback sessions. Co-workers Implementers of the plan to achieve the intended results. Keep satisfied Focus groups Brainstorming sessions Feedback sessions. Suppliers Supply materials, equipment’s and consumables to the business. Monitor (Minimum effort) Email communication Newsletters Customers Regular people who uses the services provided by the business. Monitor (Minimum effort) Email communication Newsletters General Public Ad hoc basis user of the services provided by the business. Monitor (Minimum effort) Email communication Newsletters
The Office Assistant Date: Jun-12 3.0 Operational Action Plan Activity Objective Resources Procedures Responsible Person When? Budget KPI What is to be done? Why will we do it? Where will it be done? How will it be done? Who will do it? When? To grow the service component of the business in the next twelve (12) months. The sales of the services component of the business is to be increased by 10% by 30th June 2013 It will be done on the 4 stores around Sydney. To develop an operational plan and implement the plan to increase sales in the stores. Store Managers 30th June 2013 The sales of the services component of the business increased by 10% by 30th June 2013 Acquisition of additional resources - photocopier, printer. To purchase additional equipment and tools required by the stores to meet plan objectives. It will be done on the 4 stores around Sydney. Contact suppliers, get quotations and purchase the additional printer and photocopier resources. Store Managers 31st Aug 2012 All photocopiers and printers installed by 31st Aug 2012
Acquisition of additional resources - delivery van. To increase delivery capacity required to meet plan objectives. Head Office store Contact suppliers, get quotations and purchase the required delivery van. Head Office Store Manager 31st July 2012 Delivery van purchased by 31st July 2012 Reorganisation of fixtures and fittings - building To create additional space for the required increase in productivity in the service division. It will be done on the 4 stores around Sydney. Hire a local builder or handyman to do the reorganisation of fixtures and fittings. Managers 30th June 2013 Reorganisation of fixtures and fittings To install the additional tables, chairs and workbenches in the new space for the required increase in productivity in the service division. It will be done on the 4 stores around Sydney. Contact suppliers for quotes and puchase additional tables, chairs and workbenches . Store Managers 31st Aug 2012 All additional tables, chairs and workbenches installed in the new space by 31st Aug 2012 To train retail product staff to acquire service knowledge and be multiskilled. To increase existing sales staff at the stores. It will be done on the 4 stores around Sydney. Deliver training programs Store Managers 31st Aug 2012 All existing retail product staff training in