Reference no: EM132973309

ICTSAS601 Implement change management processes

Assessment - Project Report

Design Project

Learning outcome 1: Plan ICT system changes
1.1 Research and develop change procedures and conventions
1.2 Develop ICT change management plan
1.3 Identify key personnel responsible for change management policy and procedures
1.4 Train staff and management in change management procedures and policies
1.5 Evaluate current ICT system to determine changing user or business patterns
1.6 Identify key personnel responsible for authorising and implementing change management plan
Learning outcome 2: Identify technology system change needs
2.1 Determine current ICT benchmarks
2.2 Compare identified needs against performance benchmarks to identify possible changes
2.3 Assess proposed changes to determine impact
2.4 Notify key personnel of necessary change
Learning outcome 3: Implement change
3.1 Plan change schedule
3.2 Prioritise changes and allocate resources
3.3 Implement change management plan and procedures
3.4 Involve stakeholders in the implementation process
3.5 Capture new performance benchmarks to measure changes
3.6 Ensure appropriate liaison methods are used
3.7 Identify training requirements
3.8 Notify stakeholders of change
Learning outcome 4: Monitor and review implementation
4.1 Measure change performance against new benchmarks
4.2 Submit performance results to stakeholders
4.3 Obtain sign-off on changes
4.4 Provide appropriate documentation and reporting

Performance Criteria: ICTSAD504 Implement quality assurance processes for business
1. Plan business quality assurance process
1.1 Determine business quality performance expectations and benchmark standards
1.2 Develop business standards and guidelines for achieving each benchmark
1.3 Allocate strategic quality responsibilities for meeting business standards and guidelines according to business procedures
1.4 Document expectations, standards and benchmarks in a quality plan based on business documentation standards
1.5 Identify appropriate quality management systems guides, including quality management plan for complex activities
1.6 Communicate quality policy and procedures to appropriate stakeholders
2. Implement quality policies and plans
2.1 Write quality policy for business directive
2.2 Create quality management plan for business solution
2.3 Distribute quality management plan to key people for feedback
2.4 Analyse feedback to determine if corrective action needs to be taken
2.5 Make changes to quality management plan, if required, to incorporate corrective action
2.6 Allocate key quality tasks and functions to appropriate person as per the quality management plan
2.7 Establish and document a quality reporting and monitoring program
2.8 Check and document skills of staff to ensure that they are able to meet the quality standards required
3. Control quality assurance processes
3.1 Implement quality performance guidelines, procedures and processes as per the quality management plan
3.2 Obtain stakeholder feedback, including client satisfaction to monitor implementation of quality processes
3.3 Monitor quality process performance as per the quality management plan
3.4 Report on monitoring of quality performance to key decision makers
3.5 Identify and record breakdowns in the system and create corrective action requests
3.6 Take immediate corrective action, where necessary
4. Improve quality
4.1 Collect, analyse and measure quality performance results against benchmarks to determine if quality standards are being met
4.2 Determine the frequency of quality breakdowns through corrective action requests in order to identify whether defects are isolated incidents or require a wider analysis and corrective action
4.3 Determine corrective actions to be taken and assign responsibility for taking the action where appropriate
4.4 Identify who will be responsible for quality improvement
4.5 Implement corrective action solutions and measure performance
4.6 Review and adjust benchmark standards periodically in order to improve quality performance
4.7 Document quality performance results and disseminate the information to stakeholders as appropriate
4.8 Review business procedures at predetermined schedules as part of a management review process and quality reporting function

Case Study Scenario

1. Art Design Technology [ADT] Company Details

Originally trading as the Great Australian Design Company, we opened our first showroom in Sydney in 1979. Australian owned & operated the business has since grown to 28 stores along the Eastern Seaboard of NSW/ACT/VICTORIA and QLD with an enviable reputation as one of the leading furniture brands.

With a specialty in fabric and leather sofas, entertainment units, occasional tables, console tables, buffets, shelving, storage as well as accessories, we are the Living and Dining room experts.
Art Design Technology Mission Statement

Art Design Technology is committed to producing unique, evocative contemporary furniture of the highest quality.

Our Goals:

• To produce unique collection of furniture for the individual and corporate collector
• To showcase the best of Australian product
• To provide an extensive range of well crafted and designed furniture

6. Art Design Technology Strategic Direction

6.1 Critical Issues Facing
In determining our strategic direction for the next five years, the following points have been considered:

• Our business has been growing steadily over the last five years. This is due in part because of our new marketing focus towards the International market. This has had a flow on effect in terms of our overall local and international profile.
• Return on investment has decreased due to the high costs of running the showroom and maintaining our international marketing campaign.
• The main source of revenue continues to be from store sales.
• Direct retail sales achieve the highest markup.
• Sales to account customers are growing steadily but these are mostly interstate and overseas client who find the current arrangements for purchasing cumbersome. Many have suggested we develop a website to streamline the process.
• Our competitors continue to make inroads into the World Wide Web and there is evidence that we will be left behind if we don't embark on this marketing tool.

6.2 Current Status
We are continuing to grow our reputation for unique highly quality professionally designed furniture. The key to this success is maintaining the highest technical and artistic standards and investment in marketing our products correctly.

6.3 Longer Term Vision
We will continue to produce fine contemporary furniture, however we consider it is the homeware products market where we have the greatest potential for growth. To grow in this area it is important to establish a strong international reputation. This gives our work credibility on the national stage as well.

The marketing manager recently wrote a convincing report on the benefits of the Internet as a marketing and sales tool. We therefore intend to adopt this strategy to increase our profile nationally and internationally, reduce traditional advertising costs, streamline sales and get greater feedback from customers - both retail and wholesale.

7. Art Design Technology Strategic Plan
7.1 Environmental Analysis
Internal Environment
Strengths
• Art Design Technology has been operating for many years
• Wide range of products
• Sells exclusive furniture
• Established customer base
• Responsive to the requirements of their clients
• Unique and contemporary products
• Growing reputation
• Niche market
• Outstanding business growth over last five years
• Increased sales by 233% in last five years
• Exceeding targeted sales growth
• International demand for product
• Furniture designers and showroom managers communicate regularly
• High quality product
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• Sales to account customers are growing steadily
• Products are made to the highest technical and artistic standards
• Existing IT infrastructure

Weaknesses
• Cost of selling product (manual processes)
• Ordering of products must be done in person, by phone/fax, or by email
• Ordering process time consuming
• Return on investment has decreased due to the high costs of running the showroom and maintaining our international marketing campaign
• The main source of revenue continues to be from showroom sales (in person)
• Interstate and overseas clients find the current arrangements for purchasing cumbersome
• No IT or technical staff employed by Art Design Technology
• Increased employee numbers have increased fixed costs of the business
• The showroom has increased fixed costs dramatically in the last three years
• Negative return on investment in the last three years
• Decline in markup on product in the last five years
• Cost of goods sold has increased over last five years
• Showroom not big enough to display all products
• Production of unsaleable products
• Inability to capture sales information about popular products
• Double handling of products made by remote workers
• Any advertising brochures become quickly out of date due to uniqueness of each product
• Orders from international customers entails time zone differences
• Inability of international customers to order by phone (time zone differences)
• Only personal customers can view products adequately
• Manual order forms (costs of printing)
• Time consuming to fill in order forms for phone/fax orders
• Staff can make errors transcribing information onto forms (5% errors)
• Redundant information due to multiple forms

Critical Issues and Strategic Objectives
Critical Issue 1: Showroom costs
Strategic Analysis:
• Return on investment has decreased due to the high costs of running the showroom and maintaining our international marketing campaign
• The main source of revenue continues to be from showroom sales (in person)
• Cost of goods sold has increased over last five years
• The showroom has increased fixed costs dramatically in the last three years
Strategic Objective:
• Explore alternatives to selling in showroom sales
Critical Issue 2: Manual processes
Strategic Analysis:
• Manual order forms
• Cost of selling product (manual processes)
• Ordering processes time consuming
• Staff can make errors transcribing information onto forms (5%mistakes)
• Redundant information due to multiple forms
Strategic Objective:
• Automate processes for employees
Critical Issue 3: Double handling of Products
Strategic Analysis:
• Double handling of products made by remote workers
Strategic Objective:
• Develop direct shipping processes from remote workers to client
All the above could come under one heading "production costs" with strategic objective: automate production processes where possible and improve efficiency in handling goods

Critical Issue 4: Pressure on profit
Strategic Analysis
• Increased employee numbers have increased fixed costs of the business
• The showroom has increased fixed costs dramatically in the last three years
• Negative return on investment in the last three years
• Decline in markup on product in the last five years
• Manual order forms (costs of printing)
• High advertising costs
• Exchange rate
Strategic objective:
• Reduce fixed costs
Critical Issue 5: Ordering process for customers
• Ordering of products must be done in person, by phone/fax, or by email
• Ordering process time consuming
• Interstate and overseas clients find the current arrangements for purchasing cumbersome
• Orders from international customers entails time zone differences
• Inability of international customers to order by phone (time zone differences)
• Time consuming to fill in order forms for phone/fax orders
Strategic Objective
• Automate ordering process for customers
Critical Issue 6: Lack of IT support
Strategic Analysis
• No IT or technical staff employed by Bazaar Ceramics
Strategic Objective
• Hire IT staff
Critical Issue 7: Lack of showroom space
Strategic Analysis
• Showroom not big enough to display all products
Strategic Objective:
• Explore alternatives to showroom display

Critical Issue 8: Inadequate sales information
• Production of unsaleable products
• Inability to capture sales information about popular products
Strategic Objective:
Improve feedback mechanism from customers
Critical Issue 9: Advertising processes cumbersome
Strategic Analysis
• Any advertising brochures become quickly out of date due to uniqueness of each product
Strategic Objective:
• Find alternative methods of advertising
Critical Issues 10: Competition
Strategic Analysis
• Competition
• Competitors continue to make inroads into the world wide web
• Competitors have a pricing advantage because of their website (reduced marketing and sales costs)
• Fear of being ‘left behind' competitors if website is not implemented
• Growing bargaining power of account customers (25% discount fair?)
Strategic Objectives:
• Explore opportunities to improve competitiveness

8. Organisation Background and Details

Art Design Technology has an Office/Showroom/Workshop. This area has a basic network setup. John Thompson is the owner and CEO of Art Design Technology. Tim Clarke is the Manager - Marketing and Sales.

Some employees are remote workers - this means that that they work from their own workshops. All employees have PCs, Internet access and email accounts.

There are no IT or technical staff employed by Art Design Technology [ADT]. If the computing infrastructure needs maintenance or upgrades, Art Design Technology contacts other I.T service providers for support.

As John at ADT has limited I.T knowledge, he wants to start with a small scope. John's requirements are to complete the website solution within time and budget. You are assigned responsibility and given creative freedom to develop the solution.

ADT requires following website functions:
- Website displays ranges of products
- Customer can place orders
- Customers can contact the company

Assumption

You have received the go ahead to develop the website solution. In this project documents, you will define the change management and quality plan for Art Design Technology [ADT] website

9. Project Brief

You work for Solutions Consulting Pty Ltd in assume the dual role of Business / project manager and analyst /developer. You report to the senior project manager at Solutions Consulting Pty Ltd.

Solution Consulting Pty Ltd is contracted by Art Design Technology for planning, design and implementation of website project.

In this project, you will be responsible for all aspects of project implementation for Art Design Technology which includes:

o Change management and quality plan to implementation and test the website

Your task is to review the strategic direction, strategic plan, critical issues, and strategic objectives of Art Design Technology. You are then to prepare a solution based on your recommendations.

Part A: Change Management Plan
1. Plan ICT system changes
• Research and develop change procedures and conventions
• Develop ICT change management plan
• Identify key personnel responsible for change management policy and procedures
• Train staff and management in change management procedures and policies
• Evaluate current ICT system to determine changing user or business patterns
• Identify key personnel responsible for authorising and implementing change management plan

2. Identify technology system change needs
• Determine current ICT benchmarks
• Compare identified needs against performance benchmarks to identify possible changes
• Assess proposed changes to determine impact
• Notify key personnel of necessary change

3. Implement change
• Plan change schedule
• Prioritise changes and allocate resources
• Implement change management plan and procedures
• Involve stakeholders in the implementation process
• Capture new performance benchmarks to measure changes
• Ensure appropriate liaison methods are used
• Identify training requirements
• Notify stakeholders of change

4. Monitor and review implementation
• Measure change performance against new benchmarks
• Submit performance results to stakeholders

Part B: Quality Management Plan
5. Plan business quality assurance process
• Prepare a detailed Project Quality plan
• Business quality performance and expectations
• Business Quality standards and business model
• Benchmarking Quality Standard
6. Implement quality policies and plans
• Quality policy for business directive
• Feedback analysis - Quality Management Plan
• Corrective action - Changes to the quality management plan
• Quality reporting and monitoring program
• Position description - Quality Assurance
7. Control quality assurance processes
• Quality performance guidelines, procedures and processes
• Stakeholder feedback for monitoring and implementation
• Presentation - Monitoring Quality Performance
• Breakdowns in the system and corrective action and resources
8. Improve quality
• Analysis of Quality Performance
• Adjustment and Review of benchmark standards
• Quality improvement monitoring
• Quality Performance results
• Review business procedures
9. References
10. Appendices

Attachment:- Assessment - Design Project.rar