Wollongong – 2013
Australian Hardware Wollongong Operational Plan FY2013
Strategic directions ( business plan)
1. Increase sales revenue and gross profit.
2. Maintain or increase market share.
3. Control direct and indirect operational costs.
4. Maintain superior product and service quality standards.
5. Establish Australian Hardware’s reputation as a socially and environmentally responsible company.
Goals and action plans to support these strategic directions are outlined in the following pages of this document.
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Increase sales revenue and gross profit; and maintain or increase market share |
Operational objectives | Performance measures |
Marketing objectives (national and Wollongong store):● to position Australian Hardware as a provider of topquality, brand name hardware products and expertservice at attractive price points● increase foot traffic to 1,000 people per day, perstore (from 800)● increase website traffic to 20,000 visits per day● drive sales and revenue growth in line with financialgoals. | Marketing key performance indicators (KPIs) for theWollongong store:● numbers of customers per day (as recorded byautomated systems)● customer feedback rating on product quality,customer service and overall customer experience(as recorded on quarterly customer questionnaire)● customer awareness of website (as recorded onquarterly customer questionnaire). |
Sales training objectives (national and Wollongong store):● staff are trained to competently perform all customerservice related tasks● staff are happy and motivated in their work● staff are given pathways to learning and promotion. | Sales training KPIs for the Wollongong store:● various input (managerial) and output (salesperformance) performance measures● staff absenteeism ratio to total staff● staff turnover ratio. |
Australian Hardware Wollongong Operational Plan FY2013...