| CANTERBURYTECHNICAL INSTITUTE |
ICTICT608
| Interact with clients on a business level |
| Candidate must fill this section: | |||||||||||
| Candidate Name: | |||||||||||
| Candidate ID: | |||||||||||
| Assessment Completion Status: (Trainer Use Only) | |||||||||||
| Attempts | A1 | A2 | A3 | C | NYC | Date | Assessor’s Signature | ||||
| 1 | S ☐ | NYS ☐ | S ☐ | NYS ☐ | S ☐ | NYS ☐ | ☐ | ☐ | |||
| 2 | S ☐ | NYS ☐ | S ☐ | NYS ☐ | S ☐ | NYS ☐ | ☐ | ☐ | |||
| Further re-submissions (more than 2 attempts) incur a cost of $50.00 per assessment. Note also, late submissions after the cut-off date are considered the second attempt and will be marked accordingly. | |||||||||||
| 3 | S ☐ | NYS ☐ | S ☐ | NYS ☐ | S ☐ | NYS ☐ | ☐ | ☐ | |||
| 4 | S ☐ | NYS ☐ | S ☐ | NYS ☐ | S ☐ | NYS ☐ | ☐ | ☐ | |||
| Information for Candidate: |
| All work is to be entirely of the candidate. |
| General Information for this assessment: Read the instructions for each question very carefully.Be sure to PRINT your FULL name & LAST name in every place that is provided.Short questions must be answered in the spaces provided.For those activities requesting extra evidence such as: research reports, ESSAY reports, etc. The student must attach its own work formatted in double space, Arial 12 pts. All activities must be addressed correctly in order to obtain a competence for the unit of competency.If the candidate doesn’t understand the assessment, they can request help from the assessor to interpret the assessment. |
| Re-assessment of Result & Academic Appeal procedures: |
| If a student at CTI is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of appeal to the Deputy Principal. This should be submitted after completion of the subject and within fourteen days of commencement of the new term. Re-assessment Process: · An appeal in writing is made to the Deputy Principal providing reasons for re-assessment /appeal. · Deputy Principal will delegate another faculty member of CTI to review the assessment. · The student will be advised of the review result done by another assessor. · If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge, the Deputy Principal and the Director of Student Services OR if need be an external assessor. · The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final. · If the student is still not satisfied with the result, the he / she has the right to seek independent advice or follow external mediation option with CTI’s nominated mediation agency. · Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject. The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid. Academic Appeals · If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through CTI’s complaint / grievance protocol.The notice of appeal should be in writing addressed to the Deputy Principal and submitted within seven days of notification of the outcome of the re-evaluation process. If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit. In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate. The decision of Deputy Principal will be discussed with the PEO and will be final.Student would then have the right to pursue the claim through an independent external body as detailed in the students’ complaint / grievance policy. |
| Student Acknowledgement | |||
| ☐ | I understand all the above rules, guidelines and feedback for this assessment. The assessment process including the provisions for re-submitting and academic appeals were explained to me and I understand these processes I understand the consequences of plagiarism and confirm that this is my own work and I have acknowledged or referenced all sources of information I have used for the purpose of this assessment | ||
| Student Name: | Student Signature: Electronic initials are acceptable | Date | |
Assessment Evidence Checklist
| Instructions to assessors: This checklist is to be used to record your evaluation of the candidate’s evidence provided towards their assessment. When completing this checklist, you must ensure that: The candidate is advised of the assessment result. | |
| Checklist item: Candidates must complete the following items: | Submitted: |
| Final Proposal | ☐ |
| Service Level Agreement | |
| Was reasonable adjustment included in any part of this assessment? ☐ No ☐ Yes | Reasonable adjustment that was incorporated into this assessment (if any) | ||
| Complete Assessment result (1st Attempt) Date: ☐ Competent ☐ Not Yet Competent | Complete Assessment result (2nd Attempt – if required) Date: ☐ Competent ☐ Not Yet Competent | ||
| Assessment notes: | |||
| Assessor name | Assessor signature Electronic initials are acceptable | Date | |
| Part A: Short Answer Questions | ||
| Question 1: Explain what the change management process is. | ||
| Response: | ||
| Trainer Feedback: | S ☐ | NYS ☐ |
| Question 2: Give at least three methods for researching clients’ organisational policies, procedures and products? | ||
| Response: | ||
| Trainer Feedback: | S ☐ | NYS ☐ |
| Question 3: What is a Service Level Agreement (SLA), and what are the key elements of SLA? | ||
| Response: | ||
| Trainer Feedback: | S ☐ | NYS ☐ |
| Question 4: What is a project proposal and what are the key elements of a successful one? | ||
| Response: | ||
| Trainer Feedback: | S ☐ | NYS ☐ |
| Question 5: Why is a client’s feedback important prior to signing any agreement? | ||
| Response: | ||
| Trainer Feedback: | S ☐ | NYS ☐ |
| Question 6: Identify two types of hardware and two types of software products that are relevant to providing client services and support. The products you choose must be current products and relevant to industry. For each product, describe at least two overall capabilities, as well as two features relevant to specific products. | ||
| Response: | ||
| Trainer Feedback: | S ☐ | NYS ☐ |
| Question 7: Assume that a company selling a range of IT hardware and software is keeping up to date with trends in the ICT industry, identify three types of products that it is possible they may sell in the future if they keep up with trends. To complete this question you will need to review trends in the ICT industry. | ||
| Response: | ||
| Trainer Feedback: | S ☐ | NYS ☐ |
| Question 8: Which elements should a contract include for it to be legally binding. | ||
| Response: | ||
| Trainer Feedback: | S ☐ | NYS ☐ |
| Question 9: Provide three examples of what could constitute an unfair contract term under consumer law. | ||
| Response: | ||
| Trainer Feedback: | S ☐ | NYS ☐ |
| Question 10: Explain the purpose of an indemnification clause within a contract and service level agreement. | ||
| Response: | ||
| Trainer Feedback: | S ☐ | NYS ☐ |
| Question 11: Review the procedure for commonwealth procurement at the following link: https://www.finance.gov.au/sites/default/files/commonwealth-procurement-rules-1-jan-18.pdf Explain in your own words how this government department ensures that value for money in contracting third parties is achieved. | ||
| Response: | ||
| Trainer Feedback: | S ☐ | NYS ☐ |
| Question 12: Explain a standard structure for a contract that an organisation may use: | ||
| Response: | ||
| Trainer Feedback: | S ☐ | NYS ☐ |
| Question 13: Describe the key steps in a successful negotiation. | ||
| Response: | ||
| Trainer Feedback: | S ☐ | NYS ☐ |
| Question 14: Summarise two key concepts of negotiation and how these can be used to build effective business relationships | ||
| Response: | ||
| Trainer Feedback: | S ☐ | NYS ☐ |
Part A Results (Trainers and Assessors use only)
| Part A Results ☐ Satisfactory ☐ Not Satisfactory | Is a reassessment or resubmission required for Part A? ☐ Yes ☐ No |
| Trainers notes and feedback: |
| Part B: Develop a Business Proposal |
| Case Study: |
| You are a Senior Project Manager of IT Biz Solutions, which offers a range of services a wide range of Information and Computer Technology services to businesses of all sizes. You have been assigned a new client, Paul Burns, who is the Principal Consultant of Grow Management Consultants. Grow Management Consultants is a small consultancy company specialising in leadership development services. These include training for members of companies’ management teams and providing networking opportunities to managers from a wide variety of companies. In accordance with IT Biz Solutions’ procedures, Paul has sent you Grow Management Consultants Company Information and the following email: Dear Senior Project Manager. I have been referred to IT Biz Solutions by a colleague who is a very satisfied client of yours. Basically, we are looking for assistance in improving our company’s website. We have a basic website, but it is time to upgrade it. I have heard that this is one of your company’s areas of expertise, and I am looking forward to hearing what you propose for us. Once we have the new site up and running, we intend to manage it ourselves. Our staff don’t have the expertise yet, but we are hoping they will learn to do this. I also think that the efficiency of our electronic communication is not what it could be, which is a little concerning and I am wondering if this is an area where you provide services? Although we do a lot of our work with our clients face-to-face, I firmly believe that it is through electronic media that effective business relationships are maintained in the long term. I would appreciate it if you could develop a draft proposal and send it to me as soon as possible. We will then make an appointment to discuss it. Please ensure that your proposal also includes timelines, so I can co-ordinate these with our company’s operations. We are very keen to get this project completed as soon as possible. If you have any questions about my company’s needs and how your company can fulfil these, please do not hesitate to contact me. Regards, Paul Burns. |
| Task: |
| Complete the following activities in relation to the above case study: Develop a draft proposalSend an email to Paul Burns (your assessor).Present proposalUpdate the proposalWrite a Service Level AgreementSend an email to Paul Burns (your assessor). |
| Instructions: |
| Develop a draft proposal Before preparing the draft proposal for Grow Management Consultants, you will need to complete a number of activities using the information provided to you. This will include: Review the following IT Biz Solutions documents:IT Biz Solutions Company ServicesIT Biz Solutions Fee ScheduleService Level Agreement TemplateCustomer Service Policy and ProceduresResearching the prospective client’s company information including company service standards, values and culture so as to understand the organisational environment and reflect this in your proposal. Investigating the company’s products and services Reviewing any existing service level agreements that the company has in place to identify whether there are opportunities to provide similar services Researching client service needs and preferred level of service. While the client has identified specific services they require, you should also research opportunities for extended services for the client as per the services your company offers. When you have completed the above, you should prepare a draft proposal using the Proposal Template. This will include: Your understanding of the client’s needs. A review of the service level agreements that the client has.An outline of the services to satisfy the client’s needs, including additional services that you consider will benefit the clientAn outline of the costs involvedTimelines You will be revising your proposal following your meeting with Paul Burns, so save this version of the document as Draft Proposal. Your proposal should be approximately two pages long. At the meeting, you will be expected to show the client the type of website that you believe would be appropriate for their company. Find a similar company’s website that you admire and prepare to show it to the client. Send an email to Paul Burns (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachment and seek their feedback. The email text should also ask for the place, date and time of the meeting to discuss it. Your assessor will advise you of the date and time of the presentation of your proposal Attach your Draft Proposal to the email. Present proposal As set out in the IT Biz Solutions’ company procedures, you are required to present your proposal to Paul (your assessor) in person. Present your proposal as set out in your Draft Proposal document, showing the client the website that you have selected as a model for the one that IT Biz Solutions could create. During the meeting, the client will ask a number of questions to clarify the services to be provided. The client will attempt to negotiate the type and price of the services to be provided. You will need to respond in accordance with company procedures During the meeting, you are required to demonstrate effective communication skills including: Speaking clearly and concisely Using non-verbal communication to assist with understanding Asking questions to identify required information Responding to questions as required Using active listening techniques to confirm understanding Update the proposal Following the meeting with the client you are required to update your proposal based on the agreements reached at the meeting. Ensure that this version of the proposal reflects the agreements reached at the meeting. Save this document as Final Proposal. Write a Service Level Agreement Using the Service Level Agreement Template, create an SLA that would be appropriate for the services that IT Biz Solutions will be carrying out for Grow Management Consultants. Send an email to Paul Burns (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachment and seek their feedback. The email text should also ask for Paul’s confirmation of the proposal Attach your Final Proposal and Service Level Agreement to the email. Submit a copy of your Final Proposal and Service Level Agreement with this assessment. |
| Supplementary assessment files |
| IT Biz Solutions Company ServicesIT Biz Solutions Fee ScheduleGrow Management Consultants Company InformationProposal TemplateService Level Agreement TemplateCustomer Service Policy and Procedures |
Part B Results (Trainers and Assessors use only)
| Part B Results ☐ Satisfactory ☐ Not Satisfactory | Is a reassessment or resubmission required for Part B? ☐ Yes ☐ No |
| Trainers notes and feedback: |
| Part C: Monitor and adjust procedures | ||
| Case Study: | ||
| Your project proposal has been accepted by Grow Management Consultants, and work began two weeks ago. As part of IT Biz Solutions’ standard project management procedures, you have received the following emails from the project’s team leaders: Dear Project Manager. The website is progressing well. The home page has received approval, and our current focus is on collating the information and images that are needed for the rest of the website. We are on schedule to finish the project on time. The company management appointed several Administration Assistants to assist us in collecting the information that we need, and they have done this very well. They are a busy team, but well organised. I have held the second hour-long training session for these staff, as they have been appointed to maintain the website after it has been set up. Although they are certainly capable of performing these functions, I am not sure that the expectation will be fulfilled. Namely, the staff are already working at capacity, and seem to resent this extra work being put on them. It appears as though their administrative tasks are many and varied, and they much prefer the more customer-contact work that they otherwise undertake. But, as I stated earlier, they have been very helpful with information collection, and they are very much behind the work that we are doing here. It just appears as though website maintenance is outside what they can manage now. If you have any questions about this, please don’t hesitate to contact me. Regards, Website Team Leader. Dear Project Manager. The Managed Email Services project for Grow Management Consultants is progressing well. We have been able to use some of the work that we did for the business consultancy firm we worked with last year, so we are ahead of schedule. The new system should be ready to show to the company’s management in about two weeks. Regards, Email Services Team Leader. | ||
| Task: | ||
| Complete the following activities in relation to the above case study: 1. Write a project status report. 2. Send an email to Paul Burns (your assessor). 3. Update the proposal. 4. Update the Service Level Agreement. 5. Send an email to Paul Burns (your assessor). 6. Adjust the services provided | ||
| Instructions: | ||
| In accordance with client service procedure, develop a project status report for the client. Your report should include the current status of the project as well as any issues that have arisen. For any issues, you should give workable suggestions as to how these can be resolved. Your status report should be about half a page long. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachment and seek their feedback. Attach your Project Status Report to the email. Revise your proposal to reflect the changes requested by the client. Save this version of the document as Updated Proposal. Revise your SLA to reflect the changes requested by the client. Save this version of the document as Updated Service Level Agreement. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachment and seek their feedback. Attach your Updated Proposal and Updated Service Level Agreement to the email. Send an email to your Team Leaders (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should inform them of the changes that have been made to the services being provided to the client. Attach your Updated Proposal to the email. | ||
| Supplementary assessment files | ||
| Trainer Feedback: | S ☐ | NYS ☐ |
Part C Results (Trainers and Assessors use only)
| Part C Results ☐ Satisfactory ☐ Not Satisfactory | Is a reassessment or resubmission required for Part C? ☐ Yes ☐ No |
| Trainers notes and feedback: |
