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ICTICT608 Interact with clients on a business level - Albright Institute of Business and Language

Assessment Task - Knowledge Questions

Question 1. Explain why is it important to understand change management when providing new products and/or services to meet a client's needs.

Question 2. List at least three methods that can be used to find out about a client's business and their needs.

Question 3. List key steps involved in a planning process relevant to the development of ICT solutions.

Question 4. Assume that you need to report on client needs in the form of a project proposal. Describe what a project proposal is and what it should include:

Question 5. Explain why it may be beneficial to develop a report about client needs following a meeting with a client to discuss their requirements. List three points that the report might include.

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, give a brief description of the
product and at least two overall capabilities, as well as two features relevant to specific products.

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, explain why this is important and then 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.

Question 8. List four elements that a contract should include for it to be legally binding.

Question 9. List three examples of what could constitute an unfair contract term under consumer law.

Question 10. Explain the purpose of an indemnification clause within a contract and service level agreement.

Question 11. List five key inclusions of a contract.

Question 12. Explain Review the procedure for commonwealth procurement at the following Article -

Commonwealth Procurement Rules 20 April 2019 - Achieving value for money

Explain in your own words how this government department ensures that value for money in contracting third parties is achieved.

Question 13. Give an outline of a procedure that an organisation might use for contracting.

Question 14. Describe the key steps in a successful negotiation.

Question 15. Summarise two key concepts of negotiation and how these can be used to build effective business relationships.

Assessment Task 2 - Project Portfolio

In this task, you are required to assess the progress of the project, providing recommendations to resolve issues that have arisen. You will then modify your proposal to reflect any new agreements that have been made.

This assessment is to be completed in the simulated work environment in the RTO.
You will need access to:
• a suitable place to complete activities that replicates a business environment including a meeting space and computer and internet access
• your learning resources and other information for reference
• Project Portfolio template
• Simulation Pack. Ensure that you:
• review the advice to students regarding responding to written tasks in the IT Works Student User Guide
• comply with the due date for assessment which your assessor will provide
• adhere with your RTO's submission guidelines
• answer all questions completely and correctly
• submit work which is original and, where necessary, properly referenced
• submit a completed cover sheet with your work
• avoid sharing your answers with other students.

Activities
Complete the following activities:

Activity 1. Carefully read the following scenario

This project requires you to develop a proposal for a client based on their business needs and then agree on and implement the proposal, as well as monitor and maintain services.

This project can be based on the case study business in the ICT simulation pack or you may like to base this on your own business, or a business you are currently working for or are familiar with. It is important that this business has current ICT hardware and software products for use with developing ICT solutions, a standard Service Level Agreement and relevant policies and procedures for interacting with clients, as well as information that you can review to research clients' needs. You will also need to be able to work with one client to develop and implement a proposal. Speak to your assessor to get approval if you want to base this on your own business or one you work for.
You will be collecting evidence for this unit in a Project Portfolio. The steps you need to take are outlined below.

Activity 2. Planning

Make sure you are familiar with the business you are basing this assessment on and have read through the necessary background information, policies and procedures and documents. For the case study business, this is all of the documents included in the ICT simulation pack. If it's your own business or a business where you are working or are familiar with, it's important at this step that you have your business or case study approved by your assessor.
Complete Page 4 of your Project Portfolio for this unit.
Read through the requirements of Section 1, 2, 3, 4, 5 and 6 of your Project Portfolio.

Activity 3. Develop a draft proposal

In this first activity step you are to develop a draft proposal for a prospective client. If you are using the case study business, this will be the client as included in the Simulation Pack. If it's your own business or a business where you are working or are familiar with, this can be a client of your choice.

Prepare the draft proposal using the Draft Proposal Template included in your Portfolio template. As a guide your Draft Proposal will be 2 pages long.

To develop your proposal, you will need to:
• Research the client's service standards, values and culture so as to thoroughly understand the client's needs.
• Investigate products and/or services currently provided by the client.
• Review current service level agreements that the client has.
• Research the client service needs to determine the services they need and the level of service
• Research opportunities for new business with client i.e. beyond what the client is specifically enquiring about.
For the case study organisation, use the information in the Simulation Pack. If you are completing this for your own business or one you are familiar with, then use the available information you can access.
In the next activity, you will be meeting with the client so you will need to provide a copy of your proposal to the client (your assessor). You may provide this in any form you choose such as a printed copy or via email.
If you are completing this assessment using the case study business you will also need 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. Please also ensure you have your laptop at the meeting with the client so that you are able to show the client the website you have identified as being suitable. If you are completing this for your own business or one you are familiar with, then you should ensure you have relevant hardware/software product samples to show the client.

Complete Section 1 of your Project Portfolio. Submit this to your assessor.

If you are completing this for the case study business, your assessor will advise you of the date and time of the meeting with the client (this will be your assessor). If you are completing this for your own business or one you are familiar with, then you are to organise a time and date for the meeting
with the client.

Activity 4. Present proposal

You will now meet with the client to present your draft proposal to the client in a clear, concise and comprehensive manner and ensuring you outline the costs and timelines associated with the proposal.
The meeting time may vary but it is expected it would be at least 15 to 30 minutes.

If you are completing this assessment for the case study business, show the client the website that you have selected as a model for the one that IT Biz Solutions could create or if you are completing this for your own business or one you are familiar with, then show the relevant hardware/software product samples.
Answer client questions and ensure you clarify areas that the client is uncertain about. You will also need to negotiate the final terms of agreement and record any variations that the client requests.
Make sure you respond to questions, areas of uncertainty and negotiations in accordance with relevant procedures.
During the meeting, you will need 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.
Make sure you follow the instructions above and meet the timeframes allocated.
If you are completing this activity for a client from your own business, this can either be viewed in person by your assessor or you may like to video record the session for your assessor to watch later. Your assessor can provide
you with more details at this step.

Activity 5. Update the proposal

Following the meeting with the client you are required to update your proposal based on the agreements reached at the meeting.
This document will be your Final Proposal. Ensure that this version of the proposal reflects the agreements reached at the meeting.
Complete Section 2 of your Project Portfolio.

Activity 6. Write a Service Level Agreement

Using the Service Level Agreement Template or your own business' template, create an SLA for the client.
Complete Section 3 of your Project Portfolio.

Activity 7. Develop a survey

You are also to develop a short survey that could be used to gather client feedback to assist in improving the proposal. Develop five short questions and document these in your Portfolio. Use a survey tool such as Survey Monkey.
Provide this to your client. If you are completing this for the case study business, provide your proposal and the survey to a fellow student and ask them to complete your survey. If you are completing this for your own business or one you are familiar with, then provide the survey to your client.

Complete Section 4 your Project Portfolio.

Activity 8. Write a project status report

All accepted client proposals must of course commence and progress! On this basis you are now to develop a project status report for the client.

If you are completing this assessment for the case study business, review the information in the ICT Simulation Pack on P.16 to inform your report. This will also include client feedback.

If you are completing this for your own business or one you are familiar with, then you may provide your report based on current progress of the project. This should also include client feedback using the survey you developed.

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.
Complete Section 5 your Project Portfolio.

Activity 9. Update the proposal and SLA

The final part of this assessment requires you to update documents based on client feedback.

If you are completing this assessment for the case study business, you are to review the information on p.17 of the Simulation Pack which requires you to update your Proposal and Service Level Agreement based on the client's needs.

Revise your proposal and the SLA to reflect the changes requested by the client.

If you are completing this assessment for your own business, if there have been changes requested by the client update the Proposal and SLA accordingly. If not your assessor will provide you with some simulated changes that you could make.

Complete Section 6 of your Project Portfolio.

Attachment:- Interact with clients on a business level.rar