The Office Assistant – Operational Plan 2012-2013
Overview
1.0 Executive Summary
‘The Office Assistant’ is a retail store that sells office products and services. The company
has 4 stores around Sydney, including the Head Office store situated in Sydney City.
Key products include office supplies, ink and toner needs, electrical equipment and office
furniture.
Key services include photocopying, printing, equipment hire and packaging and posting
services.
1.1 Mission
The Office Assistant’s mission is to provide a comprehensive range of office products
and services to our customers. We exist to attract and maintain customers. When we
adhere to this maxim, everything else will fall into place. Our services will exceed the
expectations of our customers.
1.2 Business Plan Objectives
1. The organisation has the strategic objective to grow the services component of the
business in the next twelve months.
2. The objective is increase services sales by 10% by 30 June 2013.
1.3 Keys to Success
Success will be dependent upon:

Exceptional product and service quality
We will employ ten full time equivalent employees (FTEs) for the stores. Of these,
four FTEs will have formal graphic design qualifications. We will provide product and
service knowledge training.

Time-efficient and cost-effective development processes.
We will purchase an additional printer and photocopier for each store and a delivery
van to provide for the increase in sales. We will reorganize fixtures and fitting within
the stores to make space for the new equipment.

Expert and knowledgeable staff.
We will multi-skill our current retail product staff to include service knowledge.
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The Office Assistant – Operational Plan 2012-2013
2.0 Consultation Strategy (Table courtesy of Edwin Usoni)
Key Stakeholders
Stakeholder
(WHO?)
Role in the Problem
(WHY?)
Senior
Management
Team
Made decision to
 Keep informed
increase sales by 10%
in the businesses
service department.
Store
Manager
Develop an
operational plan and
implement the plan
to increase sales in
their store
 Manage closely
Implementers of the
plan to achieve the
intended results.
 Keep satisfied
Implementers of the
plan to achieve the
intended results.
 Keep satisfied
Supply materials,
equipment’s and
consumables to the
business.
 Monitor
(Minimum effort)
 Email communication
Regular people who
uses the services
provided by the
business.
 Monitor
(Minimum effort)
 Email communication
General Public Ad hoc basis user of
 Monitor
the services provided
(Minimum effort)
by the business.
 Email communication
 Monitor
(Minimum effort)
 Email communication
Service
Division Staff
Co-workers
Suppliers
Customers
Media
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Involved in the
advertisement
exercise of products
and recruitment of
manpower.
Priority Level
Consultation Method
 feedback session
 email communications
 newsletters
 Meetings
 group meetings
 interviews
 Focus groups
 Brainstorming sessions
 Feedback sessions.
 Focus groups
 Brainstorming sessions
 Feedback sessions.
 Newsletters
 Newsletters
 Newsletters
 Newsletters
The Office Assistant – Operational Plan 2012-2013
The Office Assistant
Date:
Jun-12
3.0 Operational Action Plan
Activity
Objective
Resources
Procedures
Responsible
Person
When?
What is to be done?
Why will we do it?
The sales of the
services component of
the business is to be
increased by 10% by
30th June 2013
How will it be
done?
To develop an
operational plan
and implement
the plan to
increase sales in
the stores.
Who will do
it?
Store
Managers
When?
To grow the service
component of the business
in the next twelve (12)
months.
Where will it be
done?
It will be done on
the 4 stores around
Sydney.
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
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
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30th June
2013
Budget
KPI
The sales of
the services
component
of the
business
increased by
10% by 30th
June 2013
All
photocopiers
and printers
installed by
31st Aug
2012
Delivery van
purchased by
31st July
2012
The Office Assistant – Operational Plan 2012-2013
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.
Store
Managers
30th June
2013
Reorganisation of fixtures
and fittings
To install the additional It will be done on
tables, chairs and
the 4 stores
workbenches in the
around Sydney.
new space for the
required increase in
productivity in the
service division.
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 sales multiskilling 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 multskilling
completed by
31st Aug
2012
To employ 6 FTEs for
stores
To increase sales
capacity by recruiting 6
FTE sales staff at the
stores.
It will be done on
the 4 stores
around Sydney.
Recruit additional
sales personned
Store
Managers
31st Aug
2012
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The Office Assistant – Operational Plan 2012-2013
To induct and train 6 FTEs
for stores
To provide exceptional
product and service
quality
It will be done on
the 4 stores around
Sydney.
Train new
employees in
customer service,
communication,
numeracy and
knowledge of
office products
and services
Store
Managers
30th Oct
2012
To employ 4 Graphic
Designer FTEs for stores
To increase sales
capacity by recruiting 4
FTE sales staff at the
stores.
It will be done on
the 4 stores around
Sydney.
Recruit additional
sales personnel
Store
Managers
31st Aug
2012
To induct and train 4FTEs
Graphic Designers for
stores
To provide exceptional
product and graphic
design service quality
It will be done on
the 4 stores around
Sydney.
Train new
employees in
customer service,
communication,
numeracy,
knowledge of
office products
and services and
graphic design
Store
Managers
30th Oct
2012
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6 FTEs
employed,
inducted and
trained by
30th Oct
2012
4 FTEs
Graphic
Designers
employed,
inducted and
trained by
30th Oct
2012
The Office Assistant – Operational Plan 2012-2013
4.0 Risk
The timely recruitment and training of new staff is a key success factor in meeting the
strategic objectives of our business plan. In order to meet our objectives we need to have
recruited and trained the new staff and up-skilled our current staff by the 30th August 2012.
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 managers monitor the progress of their operational plans against the
target KPIs established. To that end, monthly review of the operational plan is essential.
5.0 Approvals:
Name
Position
John Brown
General Manager
Maxine Smith
Finance Manager
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Date approved
Signature