Essay on Customer Service and Human Resources Manger

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Action plan template
Milestone: Action and/or objective
(to achieve strategic aims of physical or human resourcing)
Date
Person responsible
Budget or resources
(where applicable)
Hire 8 online sales and customer service people (4 online people could be taken from stores)
3h August 2015 - 28th August 2015
Human Resources manger
$10 000
Train staff for online customer service skills
31st August 2015 – 14th September
Human Resources manger
$24 000
Buy 6 delivery trucks
31st August 2015 – 14th September
Human Resources manger & Operational manager
$300 000
Develop e-commerce website
3h August 2015 - 9h October 2015
Marketing manager
$100 000
Buy three forklifts
31st August 2015 – 14th September
Human Resources manger & Operational manager
$30 000
Hire 4 warehouse workers
3h August 2015 - 28th August 2015
Human Resources manger
$10 000
Hire 6 drivers
3h August 2015 - 28th August 2015
Human Resources manger
$10 000
Reconfigured office space
31st August 2015 – 21st September
Human Resources manger & Operational manager
$50 000

Appendix 5: Balanced scorecard template
KRA
Target
KPI

Product quality

To ensure that the sales reaches the set target benchmark
Sales

Employees performance

To ensure that the sales reaches the set target benchmark
Sales

Customer satisfaction

To ensure that there are minimum customer complaints and also that the sales reaches the benchmark
Customer complaints & sales
Operational cost control

To ensure that operational cost stays under the budget.
Budget
Proposal
This proposal will consist of the following information:
Breakdown of costs
Benefits to organization
Risks to organization by not implementing
Outline of identified risks and contingency planning

The costs of the e-commerce project is as following:

Costs: e-Commerce strategy (initial investment)
Resources
Costs
Plant and equipment
Delivery trucks $50,000 x 6 = $300,000
Forklifts $10,000 x 3 = $30,000
Promotional costs
$300,000
Website developers
Contractors $2,000 x 50 = $100,000
Staff training
Online customer service training $3,000 per staff member = $24,000
Recruitment costs
30,000
Management change leadership training for store managers and team leaders
$3,000 each = 1 Brisbane store manager, 4 Brisbane team leaders, 1 Gold Coast store manager and 3 Gold Coast team leaders x $2,000 = $27,000
Warehouse and office reconfiguration
$50,000
Total
$861,000

There are varieties of benefits which can be derived from this project. Firstly, an increase in sales could be one of the most important benefits that could be obtained through this project, as consumers will find it more convenient for them to buy the product, rather than having to leave the house to shop physically which can cost them more. Hence through providing them a platform for them to purchase online and delivering it to their home could assist consumers in making their decision quicker as it requires less time for them to shop.
Training existing staff could benefits the organization in variety of ways, firstly organization may be able to reduce future hiring costs if existing staff are more equipped with knowledge, and it can also assist organization to save for future training costs, as existing staff will be able to provide training. They will also be able to provide better services for customers and assist in achieving more sales for the organization.

Through reconfiguring warehouse and offices, this will allow the organization to be able to efficiently utilize their space without having to obtain extra space for higher costs than reconfiguration costs.
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