ICT608
Assessment: ICTICT608 Interact with clients on a business level
ICTICT608
INTERACT WITH CLIENTS ON A BUSINESS LEVEL
ICT60115
ADVANCED DIPLOMA OF INFORMATION TECHNOLOGY
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STUDENT ASSESSMENT
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Introduction
Purpose
This document provides necessary information to guide learners to undertake the assessment of the following unit.
ICTICT608 Interact with clients on a business level
Unit summary and application
This unit describes the skills and knowledge required to interact with clients at a management level.
It applies to individuals working as management personnel in a range of information and communications technology (ICT) areas who are responsible for maintaining client relationships.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
Sector
General ICT
Pre-requisites
There are no recommended pre-requisite units for this unit.
ASSESSMENT INFORMATION for students
Throughout your training, Kingston Institute of Australia is committed to your learning by providing a training and assessment framework that ensures the knowledge gained through training is translated into practical on the job improvements.
You are going to be assessed for:
Your skills and knowledge using written and observation activities that apply to the workplace or a simulated environment.
Your ability to apply your learning.
Your ability to recognize common principles and actively use these on the job.
All of your assessment and training is provided as a positive learning tool. Your assessor will guide your learning and provide feedback on your responses to the assessment materials until you have been deemed competent in this unit.
Assessment Process
The process we follow is known as competency-based assessment. To achieve competency in this unit, you need to consider the components of the training package and fulfill the assessment requirements. Some of the components are Elements, Performance Criteria, Performance Evidence, Knowledge Evidence and Assessment Conditions. For more details on components, please visit the following links and search for the unit using the unit code;
https://training.gov.au/Training/Details
In competency-based assessment, the evidence of your current skills and knowledge will be measured against national standards of best practice, not against the learning you have undertaken either recently or in the past. Some of the assessment will be concerned with how you apply your skills and knowledge in the workplace, and some in the training room as required by each unit.
The assessment tasks have been designed to enable you to demonstrate the required skills and knowledge and produce the critical evidence to successfully demonstrate competency at the required standard.
Your assessor will explain the assessment process and ensure that you are ready for assessment. Your assessment tasks will outline the evidence to be collected and how it will be collected, for example; a written activity, case study, or demonstration and observation.
If you have any special needs to be considered during assessment, changes can be made to the way assessment is undertaken to account for special needs and this is called making reasonable adjustment.
Reasonable Adjustments
The institute makes reasonable adjustments to assessments and assessment conducting process, to meet the special needs of identified students. Reasonable adjustments are made in such a way that the identified students do not use it to take extra advantage than other.
What if I believe I am already competent before training?
If you believe you already have the knowledge and skills to be able to demonstrate competency in this unit, speak with your trainer, as you may be able to apply for Recognition of Prior Learning (RPL).
Credit Transfer
Credit transfer is a recognition for study you have already completed. To receive Credit Transfer, you must be enrolled in the relevant program. Credit Transfer can be granted if you provide the institute with certified copies of your qualifications, a Statement of Attainment or a Statement of Results along with Credit Transfer Application Form. (For further information, please visit Credit Transfer Policy of the institute)
Assessor Responsibilities
Assessors need to be aware of their responsibilities and carry them out appropriately. To do this they need to:
Ensure the students read and understand Assessment Information for Students prior conducting the assessments.
Ensure the students are assessed fairly based on the outcome of the language, literacy and numeracy review completed at enrolment.
Ensure that all documentation is signed by the student, trainer, and assessor when units and certificates are complete, to ensure that there is no follow-up required from the administration perspective.
Ensure that their own qualifications are current.
When required, request the manager or supervisor to determine that the student is satisfactorily demonstrating the requirements for each unit. Satisfactorily means consistently meeting the standard expected from an experienced operator.
When required, ensure supervisors and students sign off on third party assessment forms or third party report.
Follow the recommendations from moderation and validation meetings.
WHS Guidelines
The institute seeks to ensure the health and safety of everyone in its workplaces. Meanwhile as a duty of care, all employees, students and visitors of the institute are to ensure their own and others health and safety while at the institutes premises. Your trainer/assessor will inform you of the WHS guidelines that you should follow in and out of the classes and in the workplace environment.
How can I get resources to prepare for the assessments?
Resources
Description
Learner resource
You can get learner resource that contains detail explanation of the syllabus of the unit, from the Library or College Administration Office.
PPT slides
You can download PPT slides from your Moodle account or get it from the Trainer, upon request.
Additional Resources
You can get additional resources in the form of PDF files, URLs, Videos, etc. from the Moodle. Additional books and print outs are also available from the Library of the college.
How should I format my assessments?
You can download the document the institutes Style Guide from your Moodle account. The Style Guide has all instructions on how to format your assessment. It includes information related to the required Font Type/Size/Color, Indents, Spacing, Bullets, Numbering, etc.
How long should my answers be?
The length of your answers will be guided by the description in each assessment, for example:
Type of Answer
Answer Guidelines
Short Answer
4 typed lines = 50 words, or
5 lines of handwritten texts
Long Answer
8 typed lines = 100 words, or
10 lines of handwritten texts = of a foolscap page
Brief Report
500 words = 1 page typed report, or
50 lines of handwritten texts = 1foolscap handwritten pages
Mid Report
1,000 words = 2 page typed report
100 lines of handwritten texts = 3 foolscap handwritten pages
Long Report
2,000 words = 4 page typed report
200 lines of handwritten texts = 6 foolscap handwritten pages
In case if any variation is needed in the length of the answers, your trainer will give you the instructions.
How should I reference the sources of information I use in my assessments?
Include a reference list at the end of your work on a separate page. You should reference the sources you have used in your assessments using the referencing style suggested by your Trainer.
How should I submit the assessments?
You must consider the following important points before you submit your assessment.
You must submit the assessments of a unit in PDF format or Word format as suggested by the trainer/assessor, by the Due Date mentioned in the submission portal of your Institutes Moodle account
If needed, your trainer may separate the assessments and set different due dates for different assessments, assessment cover sheet and student declaration forms.
If there is a single due date for all assessments, submit them in a same single assessment file that you download from your Moodle account.
In both cases, you must complete the assessment cover sheet and student declaration section available to you along with the assessment package.
Any evidence that may not be suitable to include inside the assessment package, may be submitted separately in submission portal of the Moodle, after consultation with the trainer/assessor.
Before submission, you must ensure all required tasks are completed and evidences are submitted. Your assessor may not accept your submission if an incomplete assessment is submitted.
If you face any technical problem during the submission of assessments in the Moodle, please notify the college administration or the assessor with proper evidence of the problem, prior to the Due Date.
How does the college ensure fairness, flexibility, validity and reliability of the assessment?
To help students achieve competency in a unit, the institute may use different methods for assessments. In the process, the institute ensures the principle of fairness, flexibility, validity and reliability are met through the following ways;
Fairness
The institute ensures the student is fully informed of the assessment process and that the student has to fill declaration form before the start of the assessment.
Student can also transfer the credit if the competency has already been achieved by the student.
For if the student wants recognition of prior learning (RPL), the institute makes it available, upon request.
To address the special needs of any student, reasonable adjustments can be made to the assessment through contextualization.
If the student is not satisfied with the grading of the unit, he/she can go for an appeal process, challenge the assessment decision and have the assessment reviewed objectively.
Flexibility
The institute uses a range of assessment methods to allow student demonstrated competency in a varieties of ways. These methods can be written activity, practical activity, observation and demonstration, case study, etc.
For if the student wants recognition of prior learning (RPL), the institute makes it available, upon request. Adjustments will be made on the training and assessment of that student.
Based on the institutes Assessment Policy, multiple chances are given to the students for assessment submission and additional training can be arranged in case if competency is not yet achieved, even after the regular effort of the assessor and the students.
Validity
The institute ensures the assessment tasks used to assess students competency for each unit fulfil assessment requirements for performance evidence, knowledge evidence, performance criteria and foundation skills, as mentioned in the Training Package of the Unit of Competency.
Students are given opportunity to demonstrate skills by actually doing practical tasks than just theoretical explanation and by providing various ways to demonstrate the skills.
Reliability
To ensure reliability in assessment grading, the institute has created an efficient assessment system. Assessors are provided with learner resources, PPT slides and assessment guide, so that there is consistency in assessment grading even when different assessors are grading the assessments.
Assessors are asked to provide feedback on student assessments and also fill the marking guide on each assessment of the students.
How does the assessor make decisions during the assessment grading?
The students are declared competent by the assessor only if the knowledge and performance evidences submitted by the student are valid, sufficient, authentic and current, and if the student demonstrate the required foundation skills, during observation and demonstration.
Validity
To ensure the validity of evidence submitted by you, during grading the assessor will ensure your performance matches the performance requirement as described in the competency standard. This is why you should be able to demonstrate the required knowledge and skills through your evidences, to ensure your evidences are valid.
Sufficiency
To ensure the sufficiency of evidences submitted by you, the institute ensures the assessment tools being used are valid and reliable to collect all required evidences as described in the competency standard. During grading, the assessor will ensure that you provide all required evidences as per the assessors checklist for each assessment. This is why you should always consult with the assessor and read the assessment requirements for the unit to ensure the evidences are sufficient.
Authenticity
To ensure the authenticity of evidence submitted by you, the assessor, when in doubt, may compare your assessment with a group of other assessments and resources from the internet, and check for similarity. Meanwhile during moderation of assessment, a team from the institute may identify similarities in different assessments. As long as the assessments are similar to an acceptable range as per the Student Assessment Policy and Procedure of the institute, your assessment will be deemed authentic. This is why you should ensure your assessment is your own work and that references are given if resources are used from the internet.
Plagiarism is not accepted in Australian education system and at the institute. You should not practice any plagiarism in your assessments or any other works. Plagiarism practices may affect your results of the assessment as well as your student visa. Student Assessment Policy and Procedure is shared in every orientation event during every intake. This policys hard copy is kept at the reception desk of the institute.
Currency
To ensure the currency of evidence submitted by you, the institute performs validation activities of assessment that involves checking that your assessment tools have produced valid, reliable, sufficient, current and authentic evidence. Meanwhile, the trainer/assessor will continuously observe your performance during the training period. The trainer/assessor may ask you to demonstrate the required skills in the simulated environment or the workplace environment. You can ensure your evidences are current by attending the training on a regular basis and demonstrating the knowledge and performance evidences under the observation of the trainer/assessor.
What happens after the submission of assessments and in case of no submission?
After the submission of assessment, your assessor will grade your assessment and take different actions at different stages of grading and feedback process. Please adhere to the Student Assessment Policy and Procedure for more details on how the grading and feedback process will occur and what will happen if no submission of assessment is made.
What if you disagree on the assessment outcome?
You can appeal against a decision made in regards to your assessment. An appeal should only be made if you have been assessed as Not Yet Competent (NYC) against a specific unit and you feel you have sufficient grounds to believe that you are entitled to be assessed as competent. You must be able to adequately demonstrate that you have the skills and experience to be able to meet the requirements of units you are appealing the assessment of.
Your trainer will outline the appeals process, which is available to the student. You can request a form to make an appeal and submit it to your trainer, the course coordinator, or the administration officer. The institute will examine the appeal and you will be advised of the outcome within 14 days. Any additional information you wish to provide may be attached to the appeal form.
assessment guide
The following table shows you how to achieve a satisfactory (S) result against the criteria for each type of assessment task. The following is a list of general assessment methods that can be used in assessing a unit of competency. Check your assessment tasks to identify the ones used in this unit of competency.
Assessment Method
Satisfactory(S) Result
Not Yet Satisfactory (NYS) Result
You will receive an overall result of Competent (C) or Not Yet Competent (NYC) for the unit. The assessment process is made up of a number of assessment methods. You are required to achieve a satisfactory result in each of these to be deemed competent overall. Meanwhile, you must demonstrate satisfactory foundation skills to the assessor, during the observation of demonstration of the assessment tasks, and through the submission of evidences. Your assessment may include the following assessment types.
Questions
All questions answered correctly
Incorrect answers for one or more questions
Answers address the question in full; referring to appropriate sources from your workbook and/or workplace
Answers do not address the question in full. Does not refer to appropriate or correct sources.
Written Activity
The assessor will mark the activity against the detailed guidelines/instructions
Does not follow guidelines/instructions
Attachments if requested are attached
Requested supplementary items are not attached
All requirements of the written activity are addressed/covered.
Response does not address the requirements in full; is missing a response for one or more areas.
Responses must refer to appropriate sources from your workbook and/or workplace
One or more of the requirements are answered incorrectly.
Does not refer to or utilize appropriate or correct sources of information
Observation/
Demonstration
All elements, criteria, knowledge and performance evidence and critical aspects of evidence, are demonstrated at the appropriate AQF level
Could not demonstrate elements, criteria, knowledge and performance evidence and/or critical aspects of evidence, at the appropriate AQF level
Case Study
All comprehension questions answered correctly; demonstrating an application of knowledge of the topic case study.
Lack of demonstrated comprehension of the underpinning knowledge (remove) required to complete the case study questions correctly. One or more questions are answered incorrectly.
Answers address the question in full; referring to appropriate sources from your workbook and/or workplace
Answers do not address the question in full; do not refer to appropriate sources.
Practical Activity
All tasks in the practical activity must be competed and evidence of completion must be provided to your trainer/assessor.
All tasks have been completed accurately and evidence provided for each stated task.
Tasks have not been completed effectively and evidence of completion has not been provided.
Attachments if requested are attached
Requested supplementary items are not attached
Assessment Summary/cover sheet
Assessment Cover Sheet
Course code/name:
ICT60115 Advanced Diploma of Information Technology
Unit code/name:
ICTICT608 Interact with clients on a business level
Assessors name:
Students name:
Student ID:
Due Date:
25/09/2020
Submission date:
Student Declaration
I declare that;
I am aware of the assessment process.
I am aware of all the components of the assessments that includes assessment conditions, knowledge and performance evidence, elements and performance criteria and foundation skills.
I am aware of the assessment tasks, requirements and due dates.
I am aware of Kingston Institute of Australias assessment policy and appeal process.
I am aware that plagiarism is not accepted in the institute.
I am aware of my rights to appeal, if I am not satisfied with my results.
The material I have submitted is my own work.
I have kept a copy of all relevant notes and reference material that I used in the production of my work.
I am aware of WHS guidelines that should be followed at the institute and workplace environment.
I have given references for all sources of information that are not my own, including the words, ideas and images of others.
Student Signature: _______________________ Date: ______________________
Assessment Outcome
Assessment Tasks
Assessment Results
Assessment 1: Written Activity
S NYS
Assessment 2: Interaction with Clients and New Business Proposal
S NYS
Feedback / Comments:
Overall Outcome
Competent
Not yet Competent
Student Declaration:
The result of my performance in this unit has been discussed and explained to me.
I want to make an appeal against the overall outcome of the assessments.
Student signature: _____________________ Date: _____________
Assessor Declaration:
I declare that I have conducted a fair, flexible, valid and reliable assessment with the student and that the evidence submitted to me are valid, sufficient, authentic and current.
Assessors Signature: __________________ Date: _____________
Assessment 1- written activity
1. Explain various elements that should be included in an Information Technology (IT) business proposal? (100 words)
Instructions: What should be included in a business proposal document, when your IT company is making business proposal to a client company to provide them with IT services and support or to do IT projects for them?
https://blog.pandadoc.com/how-to-write-a-proposal/
Explain few lines about the structure of the business proposal and mention various important elements or topics that should be included in the document.
2. Explain three steps that you should take prior to presenting an IT business proposal to a client? (150 words)
Instructions: Here you need to explain what your company need to do or consider or understand before making a business proposal to your client.
Some examples can be, ‘ understanding client’s business and the services/support they need from your company, understanding your own business to ensure that you are capable of providing the services/support that your client needs, understanding your competitors so that you can make a convincing business proposal to your client to seal the deal with them, etc.
3. Outline a strategy to present an IT business proposal to close a deal with a client. (100 words)
Instructions: Explain few strategies that you as an IT company follow, to present proposal to break a deal with a client company.
https://www.clientpoint.net/blog/successful-business-proposal-strategies
E.g. Including Return on investment (read Financial strategies in above link) is probably what would seal or break a deal. In your proposal, give an accurate estimate of the possible ROI the company would get if they were to offer you the contract.
You can explain about more than one strategy to make it 100 words.
4. What are Service Level Agreements (SLA)? (50 words)
https://www.cio.com/article/2438284/outsourcing-sla-definitions-and-solutions.html
5. What are business values? (50 words)
https://www.invensislearning.com/articles/pmp/the-concept-of-business-value-explained
Explain what business values are and mention some business values in IT business.
6. Why is it important to have a negotiation strategy when discussing a presented proposal with a client? (100 words)
Instructions: Read the information about negotiation strategies from the following link.
7. What is a Win-Win Solution from the perspective of negotiation? (50 words)
https://www.mindtools.com/CommSkll/NegotiationSkills.htm#:~:text=A%20win%2Dwin%20negotiation%20is,then%20that’s%20a%20win%2Dwin!
8. Explain about the general features and capabilities of current industry accepted hardware and software products, relevant to client services and support. (100 words each)
a. Hardware products
Instructions: Explain what kind of hardware and software a client company needs in their business. Explain about the features and capabilities as well. You can explain three important hardware and three important software and their features and capabilities.
b. Software products
9. Discuss business practices, relevant to understanding client needs. (100 words)
Instructions: What practices IT company follow to understand their client or client company’s needs?
10. Explain what performances are needed to achieve the following. (50 words each)
a. Review client business domain
Instructions: Go through elements and performance criteria from the following link to complete question number 10. Elements are the headings from a to d and performance criteria includes performances that are required to achieve these elements. Note these performances are all that you do in Assessment 2.
b. Develop new business with client
c. Negotiate new business initiatives
d. Monitor, adjust and implement procedures to maintain client focus
Skills Assessment (Practical Tasks)
ASSESSOR NOTE
These instructions must be followed when assessing the student in this unit. The checklist on the following page is to be completed for each student. Please refer to separate mapping document for specific details relating to alignment of this task to the unit requirements.
This competency is to be assessed using standard and authorised work practices, safety requirements and environmental constraints.
Assessment of essential underpinning knowledge will usually be conducted in an off-site context.
Assessment is to comply with relevant regulatory or Australian standards’ requirements.
Resource implications for assessment include:
an induction procedure and requirement
realistic tasks or simulated tasks covering the mandatory task requirements
relevant specifications and work instructions
tools and equipment appropriate to applying safe work practices
support materials appropriate to activity
workplace instructions relating to safe work practices and addressing hazards and emergencies
material safety data sheets
research resources, including industry related systems information.
Reasonable adjustments for people with disabilities must be made to assessment processes where required. This could include access to modified equipment and other physical resources, and the provision of appropriate assessment support.
Assessment 2 Interaction with Clients and New Business Proposal
This assessment task requires interaction with clients at a management level to propose a new Information Technology service to an existing business. This requires you to:
identify possible new business initiatives
propose new business to the client
formulate and implement new business
meet client requirements for support service within quality, time, target performance and cost parameters.
This assessment task may take place by accessing an actual workplace or through a simulated workplace environment. Where a simulated environment is used, 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.
The Assessor will represent the client where a simulated business is utilized.
Following your review of the clients business domain, develop a written proposal for the client for the new service to be provided. The attached proposal checklist may be utilised to ensure that all aspects of the proposal are addressed.
Having developed the proposal as a draft, check with the client to ensure the proposal will meet their needs. This includes presenting the proposal to the client and negotiating any required changes. Amend the proposal as required.
Maintain records of all interactions with the client.
Note: You are required to submit both the draft proposal and the final proposal. You must also submit a copy of your records of interaction with the client.
Proposal Checklist – Outline IT project proposal (for system selection plus system replacement in principle)
Summary
Proposed project name
Purpose of proposal
Executive summary
Objectives
Project goals and objectives
Expected outcomes, deliverables and beneficiaries
Project description
Definition of the problem and project background
Proposed solution
Strengths, weaknesses, reliability, scalability, security of the proposed solution
Project scope / parameters
Business area(s) affected e.g. where the project work will be undertaken, where the benefits will arise
Key project components e.g. software, hardware, database, network, business process re-engineering (BPR) requirements
Conformity to organisational technology strategies and standards
Technical impact of project and compatibility with existing infrastructure
Summarised business and user needs
Sponsor and stakeholder acceptance of the proposal
Benefits
Expected benefits from the project including:
tangible benefits, cost savings or income,
intangible (soft) benefits
How the project enhances / replaces the existing system, the benefits of a new technology system
Costs
Expected costs for the project. Broken down and analysed: system selection phase, implementation phase, ongoing costs, total budget required, budgetary limits
Business case
Business case justifying the project, based on the expected costs and benefits including ROI, NPV, IRR, Payback calculations
Methodologies
System selection methodology
Outline of how the proposal will be undertaken
Proposed project implementation methodology / technical approach
Project constraints e.g. system architecture, critical dates, etc.
Project plan
Outline project plans for both system selection and system implementation.
Plans to show key activities, dates, and deliverables
Milestones and measurements / metrics of the outcomes
Time scales
Start and end dates
Interim milestone dates.
Project management
How the project will be managed
How work will be organised / supervised
Communications
Resources
Resources for system selection in some detail, but only in outline for the implementation
Project team, roles, and responsibilities
Resource plan, allocation
Resource details, qualifications, experience, skills
Training requirements
Risks
Risk analysis and management
Assessments
Assessment of existing system(s)
Assessment of alternative proposals, evaluations and why they have been rejected
Implications of doing nothing, why this is not an acceptable option
Assumptions
Assumptions
Solution to Assessment 2
TABLE OF CONTENTS
1. Summary
Instruction: In 100 words give this proposal a heading or proposed project name and explain the purpose of this proposal or the project that follows. eg. Technical Reformation and Upgrading can be one such name.
2. Executive Summary
Instruction: Executive summary should be started in a new page and ended in the same page. Do not start any other heading on the same page. It should be of more that half the page with two to three paragraphs and explain what is included in the body of this report in the executive summary. You may want to do this topic at last after you complete the body part. You need to use sentences like following while doing Executive Summary.
‘This report illustrates…’ The report explains about…’ The report includes…’ Firstly…is explained in the report….’And then the…. are mentioned….’
Go through the following link to learn how to write a proposal executive summary.
https://www.examples.com/business/proposal-executive-summary-example.html
3. Objectives
Instructions: Know the difference between objectives and goals and explain objectives and goals in 50 words for each in topic 3 and 4. Four to five major objectives can be written in bullet points. Write one paragraph for goals.
4. Goals
5. Deliverables, outcomes and beneficiaries
Instructions: Go through the following sample table. Do not copy. Create your own table with at least 5 deliverables.
6. Project Description
6.1 Definition of Problems and Project Background
Instruction:
