Task research and investigate sydney video rentals

Student
Assessment Guide:
ICTICT608 Interact with clients on a business

Copyright 2021

 Australian College of Business Intelligence

Disclaimer:

The Australian College of Business Intelligence does not invite reliance upon, nor accept responsibility for, the information it provides. The Australian College of Business Intelligence makes every effort to provide a high-quality service. However, neither the Australian College of Business Intelligence, nor the providers of data, gives any guarantees, undertakings or warranties concerning the accuracy, completeness or up-to-date nature of the information provided. Users should confirm information from another source if it is of sufficient importance for them to do so.

2. Assessment Coversheet.......................................................................................................8

3. Assessment Questions.........................................................................................................9 A. Task A - Research and investigate Sydney Video Rentals.....................................................................9 B. Task B - Research business domains..................................................................................................19 C. Task C - Write a new business proposal.............................................................................................20 D. Task D - Present your proposal..........................................................................................................22

A. Purpose of assessment

This assessment will develop your skills and knowledge required to interact with clients at a

 Task B – Research business domains

 Task C – Write a new business proposal

Elements

To achieve competency in this unit you must demonstrate your ability to:

	ICT60120 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level

Evidence of the ability to:

 Assemble a proposal for a new business initiative

Knowledge Evidence

You must be able to demonstrate knowledge of the following:

technology (ICT) business solutions

o Preparation of reports

 Identify and interpret legal principles of commercial contracts and service level agreements

(SLAs)

	ICT60120 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level

 ICTICT608 Marking Guide

 ICTICT608 Case study folder

When quoting or paraphrasing from a source such as the Internet, the source must be recognised. If you

are quoting a source, make sure to acknowledge this by including “quotation marks” around the relevant

copy another person’s work.

F. A note on questions with role plays

Consultant Manager at Sydney IT Consulting. These questions require you to manage meetings and take

notes on what is discussed. Your Trainer & Assessor will also observe your meeting for Task D, Question

Consultant Manager.

You may use various sources of information to inform your answers, including your resources provided by ACBI, books, and online sources. You must acknowledge and cite your sources.

Submission via Moodle

	ICT60120 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level

2. Assessment Coversheet

3. Assessment Questions


	Approved by: DoS	Issued: January 2021

Sydney Video Rentals - Current Business scenario

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.

Human Actors

Expected Service standard

• To maintain the best professional service organizations and best practices to enhance

productivity

Organizational chart Sydney Video Rentals

CEO

Dawn Schultz

PERMANENT STAFF

Student Assessment Guide: ICTICT608
		Issued: January 2021	Review: January 2021

Sydney Video rentals 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. In that time, the store has gone from operating its own large space to sharing a shop with two other tenants.


Sydney has set up new expected service standard and values Expected Service standard • To Increase customer satisfaction and loyalty by improving operational effectiveness and staff

 Yourself, role playing being the Consultant Manager at Sydney IT Consulting  David Lee, the owner of Sydney Video Rentals, as role played by another student in your After the meeting, record notes of what was discussed. NOTE: Answer in 150-250 words.

Cost The cost is estimated by calculation the equivalent of one third of a staff member's time is spent recording this information.

	ICT60120 Advanced Diploma of Information Technology Student Assessment Guide: ICTICT608 Interact with clients on a business level

Student Assessment Guide: ICTICT608
		Issued: January 2021	Review: January 2021

Additionally, the client will:
 Notify the client of issues or problems in a timely manner.

Provide the supplier with access to asset for the purposes of maintenance
 Maintain good communication with the supplier at all times.

	Guaranteed uptime
1

	97%

Measurement and penalties
Uptime is measured the using supplier’s automated systems, over each calendar month. It is calculated to the nearest minute, based on the number of minutes in the given month (for instance, a 31-day month contains 44,640 minutes).

Student Assessment Guide: ICTICT608
		Issued: January 2021	Review: January 2021

Being prepared entails a whole host of things you may need to do, such as:
Review and understand thoroughly the business of the other party by reviewing their website, their press releases, articles written about their company, and so forth. A thorough Google and LinkedIn search is advisable here.

Review the background of the person you are negotiating with by reviewing any bio on the company’s site, the person’s LinkedIn profile, and by doing a Web search

5. Identify who the real decision-maker is.

You want to understand what kind of authority the other person that you are negotiating with has. Is he or she the ultimate decision-maker?, You needed to negotiate with the person who is authorized to make decisions and concessions.