ICT60115 - Advanced Diploma of Information Technology

ICTICT608 Interact with clients on a business level

Comprehensive Assessment
Candidate’s Name

Assessor’s Name Date

Submission Details
This assessment task is to be submitted online by the due date specified by your Trainer/Assessor
which is labelled on Moodle. Your assessor must approve any variations to this arrangement in
writing.

Submit a file with the required evidence attached as per

 Specifications below

 Acknowledgement of original work, free from plagiarism

 Special needs (considerations if required see Access & Equity Policy)

 Naming document files when submitting assessments

 Identifying the Unit, Assessment Number, student name, student number, date and page
number (preferably) in the Footer

 Assessor’s additional and particular instruction/s.

Assessment Overview
This Assessment will assess Evidence of the ability to:
 use network administrative tools to carry out system administration tasks
 manage the network file system
 create the network configuration required by the client
 provide user services and user accounts
 provide backup and service restoration capability.

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ELEMENT
Elements describe the
essential outcomes.
1. Review client s business
domain
2. Develop new business
with client
3. Negotiate new business
initiatives
4. Monitor, adjust and
implement procedures to
maintain client focus
ICTICT608_Assessments
Developed by: ACBI
PERFORMANCE CRITERIA
Performance criteria describe the performance needed to
demonstrate achievement of the element.
1.1 Research organisational service standards, values and culture
to understand the organisational environment
1.2 Investigate and document the goods and services provided by
the organisation
1.3 Review current service level agreements (SLAs) if appropriate
2.1 Research client service needs and preferred level of service
2.2 Research opportunities for new business with client
2.3 Develop draft proposals to cover these new initiatives
3.1 Conduct a session with the client to present the new
opportunities
3.2 Present proposals to the client in a clear, concise and
comprehensive manner
3.3 Present proposed cost and timeframes to the client
3.4 Negotiate terms with the client and record alterations if
required
3.5 Clarify areas of uncertainty or disagreement
3.6 Document agreement negotiated with the client
4.1 Assess progress in achieving new client initiatives
4.2 Gather client feedback to improve the proposals
4.3 Adjust service provided to the client based on client feedback
and in line with organisational guidelines
4.4 Document changes to new provisions
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Performance Evidence

Evidence of the ability to:

 assemble a proposal for a new business initiative

 develop a strong awareness of the clients business
 present and negotiate a proposal with the client
 formulate and implement new business
 monitor and maintain client relationship and requirements of service.

Knowledge Evidence

To complete the unit requirements safely and effectively, the individual must:
 discuss business practices relevant to understanding client needs, including:
 change management
 information gathering techniques
 planning process, including development of information and communications
technology (ICT) business solutions
 preparation of reports
 identify current industry accepted hardware and software products relevant to client
services and support, including:
 general features and capabilities
 vendor product directions
 identify and interpret legal principles of commercial contracts and service level
agreements (SLAs)
 interpret organisational policies, plans and procedures, including contracting
 summarise the concepts of negotiation and the process for building business
relationships.

Assessment Conditions

Gather evidence to demonstrate consistent performance in conditions that are safe and
replicate the workplace. Noise levels, production flow, interruptions and time variances must
be typical of those experienced in the general ICT industry, and include access to:
 organisational policies, procedures and SLAs for the ICT industry
 contexts for negotiating agreements and contracts
 current ICT hardware and software products.

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Assessors must satisfy NVR/AQTF assessor requirements.

General Instructions
 You are required to answer all questions within each Assessment Task and be assessed as
“Satisfactory” in each to gain competency in this unit.

 Submit the completed Assessment Tasks to your Trainer & Assessor through MOODLE.

 If you have any questions regarding this assessment, please contact your Trainer & Assessor

Case Study
Introduction
Sydney Video Rentals is a small business that has been operating in a large country town for
five years. Its main business is to rent videos to its members. There are approximately 5000
members and 10,000 videos in stock.

Business Details
The business is owned and managed by David lee. There are six permanent staff and
up to six casual staff.
Of the permanent staff, Deb Papadopoulos and Dawn Schultz are the most
experienced and supervise the running of the store, one on each shift. Danny Jones,

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Paul Trang, Mae Willis and Terry De Santo are also permanent and at least two of
them are rostered on each shift.
Ted Sloan is responsible for the accounting and purchasing functions of the business
and Mary Davidson handles preparation of the rosters and payroll. The accounting
function is currently computerised, using an accounting software package. In
addition, other functions are manual.
David lee also manages the business. This involves planning and decision making
regarding the business, and resolving problems and issues that arise. Such as
customer complaints that cannot be resolved by the staff.
Deb and Dawn work mainly at the counter, handling rentals, bookings and overdues.
Danny, Terry, Paul and Mae spend much of their time shelving videos and any other
duties as directed. The casuals perform counter work.
Expected Values
 We are dedicated to satisfying customer needs and committed to doing
business in right way
 Our team is supportive to our customer with professionally.
 We strive for excellence through ongoing improvement.

Expected Service standard

 To Increase customer satisfaction and loyalty by improving operational

effectiveness and staff productivity
 To Implement a continuous improvement program in order to achieve high
performance service environment
 To maintain the best professional service organizations and best practices
to enhance productivity

Problem
The population of the town has grown steadily in the last two years and another
video store opened in the town six months ago, which, whilst not as old or as big as
Sydney Video Rentals, has grown rapidly in the short period.
David lee is concerned that the business has not grown in line with the town’s growth
and patronage seems to be static or even in a slight decline. In addition, customer
complaints seem to be increasing. With the advent of the new video store, David is
keen to increase the competitiveness of his business.

David believes that his business is not growing in line with expectations, based on the
growth of the town. His measures of growth include:
 Profit - down about 20% last year on the previous year. Mainly due to a
decline in revenue. Expenses remained pretty much the same.

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  Number of customers. Perception that the number of customers has
declined. Difficult to tell, as customers do not let you know they are
leaving, they just do not come back. Not attracting new customers as well
as in the past.
 Number of rentals. Once again, difficult to determine, but feeling is that
this is static or declining slightly.
 Staffs are not getting motivated to work, staff turnover increasing
David attributes the lack of growth or possible decline to competition from Netflix
and amazon prime, iTunes etc.
Some customer complaints include:
 The lengthy time it takes to answer queries, such as whether a particular
video is available
 Inaccurate information, such as indicating a video is available when it is not
 Customers booking videos and not being notified when they are available
 The time it takes to process a video rental.
 They also found a very unprofessional and poor customer service due
inexperience staff members

Two other areas of particular concern are:

 Over dues - slow in following up overdue videos. Over dues are expected
to be completed on a daily basis, but sometimes more pressing tasks take
precedence. A charge is levied on overdues, but not retrieving the videos
as soon as they are due means that someone else misses out, and this
causes member dissatisfaction.
 Decisions affecting future directions, marketing strategy etc. are made
based on 'gut feeling' rather than solid fact. The data about such things is
in the card files, but is too cumbersome to extract.

The accounting system is computerised – a popular software package is currently

used. Both the computer and the package are several years old but continue to work
effectively. There are no current problems with the payroll or purchasing operations.
Most of the staff’s time is spent keeping the card records of members and videos up
to date. Based on recent observation it is estimated that the equivalent of one third
of a staff member's time is spent recording this information. Using an average salary
of $50,000 per year, approximately $20,000 can be allocated against record keeping.
A maximum budget of $100,000 is available for this project, and a solution is required
within a couple of months if possible.
Please also see some current examples
Sydney’s last video stores are closing down
How one of Sydney's last DVD stores has survived iTunes and Netflix

Task 1: Theory –Answer Question

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You are to answer ALL questions based on the given case study

Question 1

Summarise current business scenario of Sydney Video Rentals. Develop organizational chart
based on their job descriptions.

Question 2

What is service standard? How can Sydney Video Rentalsdevelop and maintain customer service
standards?

Question 3

Why organization values are so important - discuss in your own words?

Question 4

How Sydney video rental can develop a business culture?

Question 5

How change Management helps Sydney video rental to change effectively?

Question 6

Create a customer satisfaction survey using survey monkey.

Question 7

Role play- Organise meeting with David lee understand the current business problems, and
expected outcomes by asking appropriate questions. Please complete the given meeting minute
template.

Meeting Minutes – Sydney video rentals

Location: [Location]
Date: [Date]
Time: [Time]

Attendance
[List attendees if necessary]
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Agenda Items
1. Agenda Item / Presenter Name / Due Date
2.
3.
4.

Action Items
1. Item Description / Responsible / Due Date
2.
3.
4.

Other Notes
Other important details discussed during the meeting can be entered here.
1.
2.
3.

Question 8

Provide a summarized solution, including cost and timeframe.

Question 9

Develop a service level agreement (SLA) for Sydney video rental.

Question 10

What are the factors you need to consider while you negotiate new business initiatives? Provide
an example of real-life business negotiation.

Question 11

What are the factors you need to consider while you assessing progress for new business
initiatives?

Task 2 – Research: you need to select any of the following company to review their
business domain-
a) Alibaba

b) eBay

c) Amazon

d) Facebook

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 e) Netflix

f) Apple

g) Microsoft

Once you select your research organization then discuss the following answer:
1. What is the organisation service standards, values and culture?
2. What are the goods and services provided by the organisation?

Task 3 – Write a new business proposal

This task requires you to develop new solutions for Sydney video rentals. You need to do
some research to generate the new ideas and write a business proposal. Your business
proposal should include the following information. Assume a Company name to help Sydney
video Rentals to solve their problem as a third party consultant.
a) Introduction of your

b) Your Team and Leadership (not more than 3)

c) Project Details

d) What you can do: Possible Solutions

e) Estimate time and cost

f) Deliverables

g) Monitor, Adjust and Implement Procedures

h) Terms and agreement

Task 4 – Presentation

Presentation
As consultants of your company, your team has to develop a presentation based on your
Project Proposal relating to Task 3 and include all related documents from Task 1. The
organization’s current SLA from Task 1, which you developed, can be included. Your proposal
should address all the opportunities with the client such as knowledgebase support, training
to the end user, sorting internet downtime, monitoring etc.

You and your team are required to present your proposal to the client in a formal
presentation session. The purpose of the presentation will be to communicate your proposal
to the client directly and to give you a chance to negotiate or clarify the terms of the
proposal with the client. Everyone of your team has to participate in presentation and each of
the members needs to make presentation for at least 5 minutes. A copy of the slides must be
provided to the Trainer/Assessor for marking purposes.

The presentation should address all of the following information:

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Task A: Introduce Your Company and Yourself
Introduce your company and your team Background Information about your company’s
products and services.

Task B: review client's business domain

Acknowledge your client organizational environment, values and standards. Examine and
document the goods and services provided by SVR and present your expertise knowledge
about client's product and services as well as review current service level agreements (SLAs)
in points of assess previous business failure and customer feedback

Task C: Develop business improvement and opportunities for client

Present business needs and preferences to improve business growth.

Task D: Negotiate business aspects and improvement

Identify bargain opportunities and scopes with clear, concise and comprehensive
manner. Present costs and timeframes of your services; negotiate the terms with the client
and record alterations

Task E: Monitor, adjust and implement procedures to maintain business standard

Present ideas to gather client feedback to improve the proposals for further
improvement

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