ICT50220 Diploma of Information Technology
BSBCRT512 – Originate and develop concepts
Answer the questions listed below.
Briefly explain (at least 150-200 words) the following creative thinking techniques and their benefits, which are used to solve the issues:
- Mind mapping
ABC group is an organisation that delivers several different services to their clients. The services that they offer are:
- Consultation for choosing the right software according to the business needs
- Software upgrade
- Solving technical issues
ABC group is widely known in different parts of Australia. Their branches are in Melbourne, Sydney, Pert, Hobart. The main operational centre is in Melbourne, Victoria.
ABC group has encountered that there are few issues with the software upgrade service and technical support service, which they are providing. It has been reported by the clients as software is not being upgraded properly, and some clients found that the technical issues are not resolved entirely.
ABC group has found that they need to improve the following services/processes in order to resolve the arising issues:
- Good customer support service
- Regular contact with the client after resolving a technical issue
- Provide more training to staff about the technical issues
ABC group has found that arranging programs to resolve the issues can be very beneficial in the long run. So, ABC group is planning to implement the following programs which will help in dealing with the issues:
- Conduct regular meeting to discuss issues
- Conduct a brainstorming session to come up with the best solution to deal with issues
ABC group has also found a pre-existing complaint sheet that contains the client complaints about the issues identified by the ABC group. The sheet contains the solution and cause of the issue for a software update. Apart form that ABC group has also found journals associated with the software update issues, which provide helpful information about resolving software issues.
A.) How should the ABC group keep evidence of clients feedback and or complaints?
B.) What processes should the ABC group use for dealing with the identified issues?
C.) What solutions do you propose to improve the outcome of the clients feedback and or complaints?
List eight (8) cultural, social and environmental factors that need to be considered in developing new concepts.
What may be the basic issues and requirements to commercialise the concept/product?
PPM is a small interior design business that provides consultancy and installation services specialising in kitchen and bathroom designs within the Melbourne region. They provide these services to both individual clients and several architectural firms that sub-contract projects for their clients. They have been in operation for two years and have worked extensively on a wide range of contracts.
They currently promote their services via their website and social media channels, including Facebook, Twitter, and Instagram. They also advertise in selected design magazines and on selected radio stations.
PPM works with a large number of other businesses and trade sub-contractors when undertaking installation work. This includes ordering bathroom and kitchen products, as well as installation and fitting kitchens and bathrooms.
PPM is using outdated Excel sheet for the contractor and staff, and data is not been maintained properly. Many times, the staff is complaining that salary is not paid correctly and no proper record and system in place to manage contractor and staff.
Read the case study and answer the following questions:
A. Explain practical and operational issues that PPM is facing.
B. What solutions would you suggest to resolve the problem?
C. Explain why PPM should implement a new process/software?
D. What techniques you will use to implement a new process/software?
List at least 5 innovative action for the ABC Group.
Write a brief (between 150-200 words) on the steps that:
- you will need to take to obtain information about the commercial operation of the business
- ● what stakeholders you will consult and the form you will conduct the consultations
- how would you analyse the outcome of the consultations
- list steps of a feasibility report that you would produce for the business management / owners
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