Solution-Purpose of organisational standards for customer

Purpose of organisational standards for customer service

Reference no: EM132309647

Assessment 1:

Question 1: In context of the Australian Computer Society Code of Ethics, explain your responsiblies for the following values:
a. The Primacy of the Public Interest
b. Professional Development
Write your answer in 150-200 words.

Question 2: Explain the processes that an organisation can use to communicate its policies and procedures to its employees? Write 30-50 words for each communication method.

Question 3: Answer the following:
a. Explain the purpose of organisational standards for customer service. Write your answer in 30-50 words.
b. Prepare a list of at least seven (7) potential sources of information to help define the customer service standards for an organisation.
c. Provide an example of organisational requirements for answering phone call. Write your answer in 100-150 words.

Question 4: Answer the following:
a. What is an ICT system? What are the three (3) core components of ICT system. Provide at least two (2) examples and write your answer in 100-150 words.
b. What are ICT system security systems? Write your answer in 20-30 words.
c. Summarise any five (5) industry practices/procedures for security systems. Write your answer in 150200 words.

Question 5: Identify the federal and state WHS legislation applicable to your state and explain its purpose. Write your answer in 50-100 words.

Question 6: Identify, document and explain the state and federal legislations related to the key concepts given in the table.

State and federal legislations Explanation (30-50 words)
Access and equity
Copyright and intellectual property

Privacy

Question 7: Answer the following:
a. What do you mean by Australian Copyright Law? Write your answer in 50-100 words.
b. List the four (4) examples of ICT related work, protected by the copyright act.

Question 8: Prepare a list of any seven (7) methods to communicate new or revised policies and procedures to the stakeholders.

Question 9: What do you mean by confidentiality, integrity and availability according to CIA triad? Write 50-100 words for each term.

Question 10: Answer the following:
a. Prepare a list of steps that you would follow to implement new ICT policies and procedures at the workplace.
b. What are the five (5) factors to be considered while gathering feedback from the stakeholders during the implementation process? Write your answer in 100-150 words.

Question 11: Answer the following:
a. What are the five (5) factors to ensure confidentiality of stakeholder's interest? Write your answer in 50-100 words.
b. What do you understand by the term proprietary rights of stakeholder's interest? Write your answer in 50-100 words.

Question 12: What are the ten (10) considerations, for drafting or updating organisation's privacy policy and procedures? Write your answer in 100-150 words.

Question 13: Explain different measures that can be implemented to avoid a breach of copyright complaint. Write your answer in 100-150 words.

Question 14: Answer the following:
a. Why is it important to review the code of ethics of the organisation? Write your answer in single sentence.
b. How should the review of the code of the ethics to be conducted? Write your answer in 30-50 words.
c. How can you review the staff understanding of the code of ethics? Write your answer in 30-50 words

Assessment 2:

Project Tasks:

Scenario:

NICON Software Pt. Ltd is a software development company that has been in business from last 20 years. The company employees 25 staff members and is a member of Australian Computer Society (ACS).

The organisational structure is as given below:

You are hired as the Compliance Manager of the organisation. Your major roles and responsibilities in the organisation are to:
• Conduct internal audits of the copyright, ethics and privacy issues in the organisation.
• Check compliance with the legislations and standards related to copyright, professional conduct and privacy applicable to the organisation.
• Identify key issues related to compliance and conduct further investigations.
• Ensure confidentiality and integrity of the information has always been an issue.
• Update the policies and procedures to meet the changes in legislations and regulations.
• Review and develop code of ethics and monitor the workplace to ensure code of ethics is appropriate and being applied.
• Ensure that the project team adhere to the policies and procedures.

The code of conduct and ethics currently in use are as follow:

Code of Conduct and Ethics

Purpose:
The Code of Conduct and Ethics Policy sets out the ethical principles and professional standards of conduct all staff and contractors are expected to adopt in the course of their employment, and in the performance of their duties.

Scope:
This policy applies to all staff and contractors and is additional to the legal, moral and duty of care obligations required.

Policy Statements:
NICON Software Pt. Ltd is committed to maintaining a Code of Conduct and Ethics that outlines the standards of behaviour expected of staff and contractors; their rights; and ethical standards

expected of them to promote sound professional behaviour in order to safeguard the welfare of our Clients and the integrity of NICON Software Pt. Ltd.

Our organisational values, moral imperatives and ethical principles will form the basis for the development of this code.

Failure to adhere to the Code of Conduct and Ethics can result in disciplinary action that may lead to the termination of employment and/ or contractor work with NICON Software Pt. Ltd.

Procedure:
The Chief Executive Officer in consultation with the Leadership Team will issue and maintain a Code of Conduct and Ethics that will apply to all NICON Software Pt. Ltd staff and contractors.

Performance Standards:
• All staff and contractors fully understand and comply with the Code of Conduct and Ethics.
• All staff and contractors have access to the Code of Conduct and Ethics.
• Alleged breaches of the Code of Conduct and Ethics are reported to a staff member's or contractor's immediate supervisor.

Consultation Process:
Project Team Leaders, Managers and Staff

Implementation Responsibility:
Project Team Leaders, Managers and Staff

Compliance with Policy and Lawful Directions It is expected that you will:
• comply with NICON Software Pt. Ltd policies and procedures;
• obey any lawful direction given by your supervisor or any other person having the authority to give direction;
• adhere to legislative and contractual obligations placed on NICON Software Pt. Ltd.

Conflict of Interest:
It is expected that you will:
• not allow private interests to adversely affect your performance or impartiality;
• not give preference to any person or organisation as a result of any private association with that person or organisation;
• make an immediate disclosure to your supervisor when it is considered that a conflict of interest might arise for you or other families of staff;
• advise your supervisor or manager where any benefit has been offered or received from an outside source;
• not seek to unduly influence any person to obtain promotion, transfer or other advantage.

Work Health and Safety
It is expected that you will:
• co-operate in ensuring that the highest possible health and safety standards are maintained through all NICON Software Pt. Ltd;
• take reasonable care to ensure your own safety at work and avoid adversely affecting the health, safety and welfare of any other person;
• use or wear any protective equipment or clothing required to be used or worn;
• immediately report any situation at the workplace which may constitute a hazard to any person;
• report any accident or incident immediately.

Use of Property and Equipment It is expected that you will:
• use NICON Software Pt. Ltd property and equipment for its intended purpose;
• ensure that NICON Software Pt. Ltd property and equipment is properly cared for and maintained;
• not give away, lend, destroy, or otherwise dispose of NICON Software Pt. Ltd property unless the action is authorised, regardless of the age of the property or damage to the property

Code of Ethics
Ethics are a set of principles by which behaviour can be judged to be right or wrong. Our Code of Ethics sets the minimum standards of behaviour expected of NICON Software Pt. Ltd staff and contractors.

Guidelines on the Code of Ethics for NICON Software Pt. Ltd staff and contractors
The guidelines are intended to ensure that staff and contractors of NICON Software Pt. Ltd will deliver services in accordance with ‘Our Purpose' and the following principles:
• Staff and contractors should perform their duties with professionalism and integrity.
• Staff and contractors should effectively and efficiently serve our Clients.
• Fairness and equity must be observed by our staff and contractors in dealings with Clients and stakeholders.
• Real or potential conflicts of interest are to be avoided.

Duty of Care
Staff and contractors are expected to practice General Duty of Care at all times. General Duty of Care refers to avoiding doing anything that would foreseeable cause harm to any person. Duty of Care is a requirement that a person, acts reasonably towards others and the public with reasonable attention and caution to avoid acts or omissions that could expose people, for whom there is responsibility, to a reasonably foreseeable risk of injury or harm.

Financial Probity and Accountability
Staff and contractors must ensure that in financial matters, including the handling of monies, they are fully accountable for all transactions or advice. Staff and contractors undertaking financial responsibilities, must observe all relevant legislative and regulatory requirements, and NICON Software Pt. Ltd financial policies and procedures.

Diligence
Staff and contractors must perform their duties diligently in order to contribute effectively to achieve the desired performance of their workplace. Any staff member who is negligent, careless, indolent, inefficient, or incompetent in the discharge of her/his duties will face disciplinary action.

Punctuality
Staff must be punctual in attendance, be on duty for the whole of normal working hours and must inform their manager if they will be absent from work.

Part A:
As discussed in the meeting, you are required to develop and implement copyright, ethics and privacy policies and procedures that addressed the issues identified during the internal audit. After the preparation of the policies and procedures, you must obtain signoff from the Project Manager (your trainer/assessor).

Key requirements and template to develop policies and procedures are as follow:

Key requirements for copyright:
• Conduct a research, analyse current Australian copyright law and standards and prepare a copyright policy and procedure that address the issues identified in the audit conducted.
• Develop a copyright checklist that is to be used in the organisation to make sure they adhere to the requirements of the current Australian copyright law.

Key requirements for ethics:
• Conduct a research, analyse ACS code of ethics and compare them with the organisational and ICT specific policy and procedures and update them to address the issues.
• Develop a Code of ethics checklist that is to be used in the organisation to make sure they adhere to the requirements of the current Australian legislations.
• Establish a review and grievance procedure to enable confidential reporting of ethical issues.

Key requirements for privacy:
• Conduct a research, analyse current Australian privacy law and standards and prepare a privacy policy and procedure that address the issues identified in the audit conducted.
• Develop a privacy checklist that is to be used in the organisation to make sure they adhere to the requirements of the current Australian privacy act.
• Ensure continued confidentiality and proprietary rights of stakeholders' interests.
• Determine and ensure the integrity, confidentiality, security and availability of information as required by the organisational policy.

Part B:

The copyright, ethics and privacy policies and procedures have been signed off by the Project Manager. The management wants to ensure that the staff members and the concerned stakeholders are aware of the latest and updated copyright, ethics and privacy policies and procedures (prepared in part A of the assessment task).
The information related to these policies and procedures is to be communicated in a team meeting. The participants of the meeting will include staff members and the concerned stakeholders including Project team leader, IT Manager, Sales Manager and Accounts Manager.
Before the meeting, you are required to:
• Prepare a meeting agenda and distribute it at least 2 days prior to scheduled meeting. The template for meeting agenda is given below. You are required to email the agenda along to the stakeholders. The email addresses will be provided to you by the trainer/assessor.
• Prepare a presentation (10-15 slides). The presentation must include the following: oAustralian copyright law
o Organisational copyright requirements (ploicies and procedures related to oCopyright checklist oACS code of ethics oEthical requirements oCode of ethics checklist oGrievance procedure to enable confidential reporting of ethical issues. oKey requirements based on privacy act. oPrivacy policy and procedures. oPrivacy checklist.
o Tips to maintain integrity, confidentiality, security and availability of information.

During the meeting:
• Deliver the presentation.
• Ask for the feedback.
• Check the stakeholder's understanding of the appplication of the code of ethics, copyright law and privacy law.
• Apply communication techniques appropriate to audience and environment.
• Use effective listening and open questioning techniques.

Assessment 3

Project Tasks:

This task is in continuation with assessment task 2.

Scenario:

The copyright, ethics and privacy policies and procedures were successfully developed by you. The new policies and procedures at currently being implemented at the workplace. The organisation wants to ensure that the newly developed organisational copyright, code of ethic and privacy policy and procedure are up to date, and the team members are adhering to the organisation requirements listed in the policies and procedures document. Furthermore, they also want to gather feedback from them, so that the policies and procedures can be further revised if they are non-compliant with the legislations and regulation.

The management has decided and asked you to conduct a review of the team member's (I.T Manager and staff members (any two)) knowledge of the new developed policies and procedures to ensure correct application of the policies and procedures.

Part A:

In this part of the assessment task, you are required to create three (3) set of "Questionnaires", once each for copyright, code of ethics and privacy policy and procedures to test the knowledge of the project team members.

The questionnaire must test the knowledge of the team members knowledge of the organisation's copyright, code of ethic and privacy policy and procedure. Each questionnaire will have set of 10 questions.

The templates of the questionnaire are as follow:

Template 1:

Team members questionnaire Survey Template (Copyright policy and procedures)

Answer the following questions by circling the most appropriate answer

1. ________________________________________________________________?