ICTSAD507 - Assessment Task 2

Assessment Task 2
Assessment method-based instructions and guidelines:

Project
Assessment type
 Project
Instructions provided to the student:
Assessment task description:
 This is the second (2) assessment task you must successfully complete to be deemed
competent in this unit of competency.
 This assessment task is a project.
 You are required to design and implement quality assurance processes for business
solutions in this assessment task.
 You will receive your feedback within two (2) weeks, and you will be notified by your
trainer/assessor when your results are available.
 You must attempt all activities of the project for your trainer/assessor to assess your
competence in this assessment task.
Applicable conditions:
 This skill test is untimed and is conducted as an open book assessment (this means you
are able to refer to your textbook or other learner materials during the test).
 You will be assessed independently on this assessment task.
 No marks or grades are allocated for this assessment task. The outcome of the task will be
Satisfactory or Not Satisfactory.
 As you complete this assessment task, you are predominately demonstrating your skills,
techniques and knowledge to your trainer/assessor.
 Your trainer/assessor may ask you relevant questions during this assessment task
Resubmissions and reattempts:
 Where a student’s answers are deemed not satisfactory after the first attempt, a
resubmission attempt will be allowed.
 The student may speak to their trainer/assessor if they have any difficulty in completing
this task and require reasonable adjustments.
 For more information, please refer to the Training Organisation’s Student Handbook.
ICTSAD507 - Design and implement quality assurance processes for business solutions - Assessment 2 (Updated: March 2022, V. No. 1.0)
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Location:
 This assessment task may be completed in:
a classroom
learning management system (i.e. Moodle),
workplace,
simulated work environment,
or an independent learning environment.
 Your Trainer/Assessor will provide you with further information regarding the location for
completing this assessment task.
Purpose of the assessment
The purpose of this assessment task is to design and implement quality assurance processes for
business solutions in a range of contexts and industry settings.
 Skills to plan and implement at least one quality assurance process for a medium sized
business.
 Skills to construct quality standards that can be measured quantitatively and applied
universally.
 Skills to document quality assurance standards, policies and plans.
 Skills to monitor and review quality assurance standards and processes.
 Skills to adhere to legislative and organisational procedures and requirements.
Task instructions
 This is an individual assessment.
 To ensure your responses are satisfactory you should consult a range of learning resources
and other information such as handouts, textbooks, learner resources etc.
 Your writing must be concise, to the point, not provide irrelevant information and according
to the word limit given.
 You must write your responses in your own words.
 You will be required to complete all parts of this assessment task.
Assessment environment
The assessment can be completed in one of the following assessment environments:

 Online environment
 Simulated environment/ Classroom environment
 Workplace environment
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Online Environment
Assessment task instructions
 The purpose of this assessment task is to define and implement quality assurance processes and
procedures to ensure business solutions achieve quality performance expectations.
 The training organisation must ensure that the online assessment environment is in accordance
with the requirements specified.
 The training organisation will assign a supervisor to the student.
 The training organisation will provide the resources required to complete the assessment task.
 The student must use the templates provided to document their responses.
 The student must follow the word-limits specified in the templates.
 The trainer/assessor must assess the student using the performance checklist provided.
Online environment requirements
Assessment task environment
This assessment task will be completed in an online environment prepared by your training
organisation.
All required resources to complete the assessment task will be discussed with the student before
they commence the assessment. The online environment is very much like a learning environment
where a student is able to practice, use and operate appropriate industrial equipment, techniques,
practices under realistic workplace conditions.
Requirements for the online assessment environment
The trainer/assessor will ensure that the online assessment environment is set up to complete this
assessment task.
The online environment consists of:
 A learning management system where the student will be required to complete their job-
related tasks and activities
 The standard operating/workplace procedures related to the tasks and activities.
 The trainer/assessor will provide the student with assistance throughout the assessment
activity.
The online environment must meet the following criteria:
Opportunities for the student to: Yes/No/NA
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Follow standard operating/workplace procedures
Use up-to-date software and equipment
Work within stated timelines to meet deadlines
Gain experience in the challenges and complexities of dealing with multiple tasks
Experience prioritising competing tasks and dealing with contingencies
The environment to work with others in a team
Online assessment environment sufficient to communicate, contribute and

participate in tasks and activities.
Assessment environment sufficient to work independently and manage workload
Resources, tools, and equipment requirements
The following resources, tools and equipment required to complete the assessment task will be
discussed with the student before they commence the assessment:
 Workplace personnel/stakeholders to participate in the questioning session requires active

participation in a range of creative thinking activities
o Please refer to the roles and responsibilities section for more information
o This should be organised by the training organisation either via, LMS, telephone
conferences, video conferencing or anything of a similar nature
 industry and organisational quality assurance standards
 data applicable to business model
 required hardware, software and digital devices
 organisational guidelines and procedures applicable to quality standards.
Online assessment scenario
You are required to define and implement quality assurance processes and procedures to ensure
business solutions achieve quality performance expectations. You are required to read and
understand a predetermined issue and/or situation and participate in a number of assessment
activities.
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The following are the goals and objectives to complete this assessment task:
 Plan business quality assurance process

 Determine legislative requirements and organisational quality performance expectations and
benchmark standards
 Discuss and develop organisational standards and guidelines for achieving each benchmark
according to organisational procedures
 Identify and analyse applicable quality management systems guides and quality management
plans
 Document expectations, standards and benchmarks in a quality assurance plan according to
organisational documentation procedures
 Develop quality policies and plans
 Write quality policy for business directive according to organisational expectations, standards
and benchmarks
 Create quality management plan for business solution
 Distribute and communicate quality management plan and procedures to required personnel
and obtain feedback
 Analyse feedback and determine if corrective action is required
 Amend quality management plan, as required, and incorporate corrective action
 Establish and document a quality reporting and monitoring plan according to organisational
expectations, standards and benchmarks
 Check and document skills of staff and confirm ability to meet quality standards required
 Implement and control quality assurance processes
 Determine and allocate strategic quality responsibilities and key quality tasks and functions to
required personnel according to quality management plan
 Apply quality performance guidelines, procedures and processes according to quality
management plan
 Obtain stakeholder feedback and monitor implementation of quality processes
 Monitor quality process performance and report to required personnel according to quality
management plan
 Identify and record system breakdowns and create corrective action requests
 Take corrective action and escalate as required according to organisational procedures
 Improve quality
 Collect, analyse and measure quality performance results against benchmarks and determine
if quality standards are being met
 Use corrective action requests and determine frequency of quality breakdowns, whether
defects are isolated incidents or require a wider analysis and corrective action
 Discuss and determine corrective actions to be taken with required personnel and assign
responsibility for taking action as required
 Implement corrective action solutions and measure performance according to organisational
procedures
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 Review and adjust benchmark standards as required and improve quality performance
 Document quality performance results and disseminate information to required personnel as
necessary
 Review organisational procedures at predetermined schedules as part of a management
review process and quality reporting function
A supervisor will be assigned to you by your training organisation. The supervisor can answer your
questions related to understanding the requirements associated with the assessment task. The
supervisor will act according to job role and responsibilities.
The supervisor can be your trainer or assessor or a different trainer or assessor or a staff member
(including mentors) from the training organisation.
Roles and responsibilities
As part of your job role, you have the following job responsibilities:
 Uses listening and questioning techniques to articulate complex concepts and requirements
using relevant industry language
 Critically analyses complex documentation from a variety of sources and consolidates
information applicable to specific criteria in determining requirements
 Records information and prepares documentation using required language and organisational
standards
 Implements strategies for a diverse range of colleagues and clients and builds rapport and
fosters strong relationships
 Seeks to improve policies and procedures according to organisational goals
 Investigates new and innovative ideas to continuously improve work practices and processes
through consultation, and formal and analytical thinking
 Accepts responsibility for planning and sequencing complex tasks and workload, negotiating
key aspects with others, including required capabilities, efficiencies and effectiveness
 Monitors progress of plans and schedules, and reviews and changes them to meet new
demands and priorities
 Responds intuitively to problems requiring immediate resolution, drawing on past experiences
to focus on causes of a problem rather than symptoms
 Contributes to roles and responsibilities of self and others
 Selects, implements and seeks to improve protocols governing communications to clients and
co-workers in a range of work contexts
 Elicits feedback and provides feedback to others and improves self and workgroup behaviours
 Uses and investigates new digital technologies and applications to manage and manipulate
data, and communicate with others in a secure and stable digital environment
Task requirements
This assessment task requires you to define and implement quality assurance processes and
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procedures to ensure business solutions achieve quality performance expectations. The assessment
activities are mentioned within the assessment task.
Simulated Environment

 The training organisation must ensure that the simulated assessment environment is in
accordance with the requirements specified.
 The training organisation will assign a supervisor to the student.
 The training organisation will provide the resources required to complete the assessment task.
Simulated environment requirements
This assessment task will be completed in a simulated environment prepared by your training
organisation.
The simulated environment will provide you with all the required resources (such as the equipment
and participants, etc.) to complete the assessment task. The simulated environment is very much
like a learning environment where a student is able to practice, use and operate appropriate
industrial equipment, techniques, practices under realistic workplace conditions.
Requirements for the simulated assessment environment
The trainer/assessor will ensure that the simulated assessment environment is sufficient to complete
this assessment task.
The simulated environment consists of:
 The training organisation as the workplace where the student will be required to complete
their job-related tasks and activities
 The standard operating/workplace procedures related to the training organisation
 The trainer/assessor will provide the student with assistance throughout the assessment
activity.
The simulated environment must meet the following criteria:
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Opportunities for the student to: Yes/No/NA
Simulated environment to work with others in a team
Simulated environment sufficient to communicate, contribute and participate in

tasks and activities.
Simulated environment sufficient to work independently and manage workload
The following resources, tools and equipment will be made available by the training organisation at
the simulated workplace to complete this assessment task:

Simulated assessment scenario
activities.
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benchmark standards
plans
and benchmarks
and obtain feedback
management plan
management plan
 Improve quality
procedures
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necessary
standards
Task requirements
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Workplace Environment
 The training organisation must ensure that the workplace assessment environment is in
accordance with the requirements specified.
 The workplace will assign a supervisor to the student.
 The trainer/assessor can also act as a supervisor to the student as well.
 The workplace will provide the resources required to complete the assessment task.
Workplace requirements
This assessment task will be completed in your workplace.
The requirements for the workplace environment
The assessment task can be completed in the workplace if the student is currently working or has
access to a workplace meeting the assessment criteria.
The workplace must meet the following criteria:
Opportunities for students to: Yes/No/NA
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Workplace environment to work with others in a team
Workplace environment to sufficient to communicate, contribute and participate in

tasks and activities.
Workplace sufficient to work independently and manage workload
The following resources, tools and equipment must be available at the workplace to complete this
assessment task:

Workplace scenario
activities.

benchmark standards
plans
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and benchmarks
and obtain feedback
management plan
management plan
 Improve quality
procedures
necessary
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standards
Task requirements
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Assessment Task 2: Project
Scenario:
This assessment task requires the student to demonstrate skills and knowledge required to define
quality assurance processes and procedures to ensure that business solutions achieve quality
performance expectations.
You must read and understand the case study scenario below to complete all the assessment activities.
Case study scenario
D'Prac is a well-known ICT organisation that focuses on the design quality processes for various private
and government organisations. The organisation believes in delivering quality services at an affordable
price.
New customers love purchasing the D’Prac services as they provide excellent goods and services
continuously at the time of sale. But the experience was lasting for a short period of time: only two out
of four customers remained faithful and kept on purchasing the goods and services after two years. An
initial review suggested the following main issues in the quality assurance processes:
 technical faults not being sorted in a timely fashion and no follow-ups with the client,
 technical experts not having extensive knowledge and skills and unable to answer the queries of
technical faults,
 not having a knowledge management system of creating, sharing, using and managing the
knowledge and information of an organisation,
 maintaining social relationships issues as staff have not been trained to manage social
relationships,
 uncertainty over innovation and upgrading
 not following the Internet and Web technology business standards
You have started working with the organisation as their quality support officer. The work requires you
to review all customer support and services to ensure all company products, practices and services
meet customer's requirements.
Your Manager and coordinator have recently asked you to review the existing quality assurance system,
quality assurance processes and documentation and make necessary changes.
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To complete this assessment task students are required to participate in a meeting using the template
provided:
When conducting the meeting, you are required to:
 Greet the team members.

 Discuss the following:
o Plan business quality assurance process
o Develop quality policies and plans
o Implement and control quality assurance processes
o Improve quality
 Ensure the understanding of the team members.
 Gather feedback from the team members.
o Use listening and questioning to elicit the views of others and to clarify or confirm
understanding
 Discuss the roles and responsibilities of the team members.
The team member will:
 Clarify their doubts of the team members

 Provide feedback on the improvements required
After the meeting, you are then required to:
• Prepare the meeting minutes template.

• Complete the assessments activities, as mentioned.
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Meeting agenda template:
Date/Time: 01/04/2022
Location: Sydney D'Prac Office

Neal Cheng
Chairperson:
Meeting Attendees: Neal Cheng (managing director)
Full names and roles James Wang (quality support officer)
Ethan Zhang (customer service officer)
Andy Wang (product coordinator)
Agenda Item/Topic Discussion/Outcomes Action Officer Due Date
Welcome Welcome Neal Cheng 01/04/2022

(managing
director)
Plan business quality assurance James Wang 01/04/2022

process (quality
(Agenda item 1) support
A Quality Assurance Plan (QAP) officer)
is a document created by the
project team, which if followed,
Topic? will ensure the finished product
meets all criteria making it the
best possible quality product. The
product should not only meet all
customer requirements but also
meet the business objectives and
targets.
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Ethan Zhang 01/04/2022
(customer
(Agenda item 2) Develop quality policies and plans service
officer)
The Quality Policy should be the
Goal of the Organization
Topic?
01/04/2022
(Agenda item 3) Implement and control quality

assurance processes
The QA process verifies products

Topic? meet client standards and Andy Wang
expectations. The QA process (product
validates procedures, and verifies coordinator)
processes ares are correctly
implemented for projects. The
role of Quality Control (QC) is to
implement the processes
developed during the QA process.
Summary Overall Summary Neal Cheng 01/04/2022

(managing
director)
o Plan business quality

assurance process
o Develop quality policies

and plans
o Implement and control

quality assurance processes
o Improve quality
Next Meeting time/date 05/04/2022 Neal Cheng 01/04/2022

(managing
director)
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Meeting closed at: 01/04/2022 Neal Cheng 01/04/2022
(managing
director)
Minutes are a true and Approved/confirmed by whom Neal Cheng 01/04/2022

accurate record of the (managing
meeting director)
Neal Cheng (managing director)
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Meeting minutes template:
Minutes of Meeting
Meeting Objective:
review all customer support and services to ensure all company products, practices and
services meet customer's requirements.
Attendees:
Neal Cheng (managing director)
James Wang (quality support officer)
Ethan Zhang (customer service officer)
Andy Wang (product coordinator)
Venue:
Sydney D'Prac Office
Date:
001/04/2022
No. Points Discussed Actions Target Date

Suggested
1 Plan business quality Define Quality 05/04/2022

assurance process Objectives.
Roles and
Responsibilities.
Implement the
Quality Assurance
Plan.
Examine the
Results.
Make Adjustments.
Keep Your Team in

the Loop.
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2 Develop quality policies The Quality Policy 05/04/2022
and plans should be the
Goal of the
Organization.
Start with
Customer
Requirements.
Collect Inputs of
Internal Parties.
Include Required
Information of
ISO 9001.
Write and
Communicate the
Quality Policy.
3 Implement and control Define Standards 05/04/2022

quality assurance and Goals for
processes Customer Service.
Visualize what
you want your
team to achieve.
Set Policies and

Procedures for
Each Department.
Share the News

within teams
Implement the
Procedures with
team workers.
Get Feedback.
Measure Results.
Communicate
Results.
Adjust as Needed.
Signature of attendee 1: Neal Cheng (managing director)

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Signature of attendee 2: James Wang (quality support officer)
Signature of attendee 3: Ethan Zhang (customer service officer)
Signature of attendee 4: Andy Wang (product coordinator)
Assessment activity: Plan business quality assurance process
In this assessment task, you are required to:
1. Determine business quality performance expectations and benchmark standards
2. Develop business standards and guidelines for achieving each benchmark
3. Allocate strategic quality responsibilities for meeting business standards and guidelines
according to business procedures
4. Document expectations, standards and benchmarks in a quality plan based on business

documentation standards and Identify appropriate quality management systems guides,
including quality management plan for complex activities
5. Communicate quality policy and procedures to appropriate stakeholders
This activity is divided into the following assessment activities:
1. Determine business quality performance expectations and benchmark standards
1.1. Determine two (2) business quality performance expectations and benchmark
standards
In the first assessment activity, you must determine two (2) business quality performance expectations
and benchmark standards.
You must read and analyse the case study scenario to determine the quality performance expectations
and benchmark standards.
You must use the template below to complete this activity.
Determine two (2) business quality performance expectations and benchmark standards
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1. No follow up with customers enquires
A regular follow-up always gives customers a chance to be heard and engage effectively. Follow-
ups can be a great source to ask customers, “What they want/expect next.” Customers usually
want a medium to get in touch with the company. Therefore, the follow-up system enhances this
communication. Hence it is a business quality performance expectation.
2. Provide necessary training to staffs.

Providing the necessary training creates an overall knowledgeable staff with employees who can
take over for one another as needed, work on teams or work independently without constant help
and supervision from others. Therefore, it is a quality performance expectations and benchmark
standards.
2. Develop business standards and guidelines for achieving each benchmark
2.1. Develop business standards and guidelines
In this assessment activity, you are required to develop business standards and guidelines for achieving
each performance expectations and benchmark standards identified in the previous assessment
activity.
Business quality performance How the benchmark standards can increase the quality of
expectations and benchmark business standards and guidelines (Answer each using 50-100
standards words)
customer satisfaction needs to Since staff have not been trained to manage social relationships,
achieve 98% every month. the customer satisfaction is very bad, we need to increase it. By
increasing customer satisfaction, we can increase the quality of
business standards and guidelines.
Collect customer feedback: To better understand your customers’
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needs, you need to listen to them. And know what your
customers want. By using surveys, you can measure customer
satisfaction and discover what improvements your customers
request.
Turn customer feedback into action: Now that you know what
your customers want, it’s time to turn their feedback into action.
For example, if a customer said your onboarding sessions are not
helpful, it’s worth working with your team to improve them.
Improve your product or service: You should constantly strive to

improve your product or service based on customer feedback. For
instance, if the customer requests features you can’t yet deliver,
always update them on the progress. This lets you keep customer
satisfaction levels high.
All technical experts should have Since technical experts not having extensive knowledge and
extensive knowledge and skills skills and unable to answer the queries of technical faults,
and to answer the queries of customer would not remained faithful and kept on purchasing the
technical faults goods with us. By increasing technical experts knowledge, we can
increase the quality of business standards and guidelines.
Read technical books. All technical staff need to read technical

books every week, and pass the quiz.
Take classes. classroom learning is the opportunity to interact

with an experienced educator. We need to hire teachers with
decades of experience know plenty of educational distinctions you
won’t find in books or online tutorials and train technical experts
properly.
3. Allocate strategic quality responsibilities for meeting business standards and guidelines
according to business procedures
3.1. Allocate key strategic quality responsibilities
In this assessment task, you are required to allocate key strategic quality responsibilities for meeting
benchmark standards and guidelines according to business procedures.
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Benchmark standards and key strategic quality responsibilities
guidelines according to
business procedures
customer satisfaction needs Need to hire a relevant manger to follow up with customers about
to achieve 98% every month. their enquiries, complains, feedbacks, etc. We can Speak to them,
send out customer surveys, and seek their feedback. Act on the
customer feedback received. Trained customer service has better
records and significantly increases customer satisfaction and loyalty.
All technical experts should Hire experienced technical experts to train all technical experts
have extensive knowledge properly.
and skills and to answer the
queries of technical faults Provide necessary books and software for technical experts to do the
training.
All technical experts need to pass a comprehensive quiz to meet

company’s policy.
4. Document expectations, standards and benchmarks in a quality plan based on business

documentation standards and Identify appropriate quality management systems guides,
including quality management plan for complex activities
4.1. Develop a quality plan
In this assessment activity, you are required to document the expectations, standards and benchmarks
in a quality plan based on business documentation standards.
You must follow the business documentation standards based on the Internet and Web technology.
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What (expectations) Why (standards and When How Who
benchmarks)
Characteristics Type Reason Timing Method Owner
customer satisfaction
Customer satisfaction marketing needs to achieve 98% 1 Collect customer Nie
every month so that month feedback. (marketing
we can significantly manager)
increases customer Turn customer
satisfaction and
feedback into
loyalty.
action:
Improve product
or service
Technical Expert Technical By increasing 1 Hire experienced Kis

knowledge technical experts month technical
knowledge, we can experts to train
increase the quality of all technical
business standards experts (Technical
and guidelines properly. manager)
Provide
necessary books
and software for
technical
experts to do
the training.
All technical
experts need to
pass a
comprehensive
quiz to meet
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innovation and Development innovation can help us 2 Make innovation Kide
upgrading making existing months a core value
business processes
less costly, less time- Hire people with (development
consuming to different manger)
complete, and more perspectives
sustainable.
Give employees
time and space
to innovate
knowledge management Business process 3 Set goals Neal (Manger

management system of management system months effectively. Director)
creating, sharing, using enables business
and managing the owners to discover, Begin with
model, analyze, performance
knowledge and measure, improve, planning.
information of an optimize, and
organisation automate their Create an
business processes. ongoing
The system assists process.
business organizations
in maintaining focus
on improving
corporate
performance through
thorough business
management
processes.
5. Communicate quality policy and procedures to appropriate stakeholders
5.1. Discuss quality policy and procedures with your manager and coordinator
In this assessment activity. You will be required to discuss the given below policy and procedure with
your manager and coordinator.
You must communicate quality policy and procedures according to the mentioned below roles and
responsibilities.
The role of the manager (Final authority of approving the policy):
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 Discuss and provide assistance regarding the policy and procedure framework including
answering any questions regarding them
 Discuss the process of approval of the policy
The role of the coordinator (responsible for implementing, reviewing and monitoring the policy):
 Discuss the process of implementation of the policy
 Discuss the process of review and monitoring of the policy and procedure
Your role and responsibilities:
 Discussing all aspects of the quality policy and procedure
 Discuss and communicate the process of development, implementation, approval, review and
monitoring of the policy and procedure
The role of the manager and coordinator will be played by two of the RTO representatives.
You must complete the meeting minutes template record all discussions on the quality policy and
procedures.
Quality Policy
Purpose
The Quality Policy confirms the organisation’s commitment to quality and describes its approach to
quality assurance and continuous improvement.
The Quality Policy
 Describes the Quality Management System in place at the organisation;
 Identifies the desired outcomes of the Quality Management System;
 Identifies and describes each person’s responsibility for ensuring Quality;
 Supports the organisation’s Strategic Plans and Objectives;
 Ensures the organisation achieves and maintains a low-risk status; and
 Notes the application of the company’s Policies, Procedures, Guidelines, Manuals and
Forms.
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Scope
The Quality Policy applies to all employees of the organisation.
Definitions
The process of measuring and monitoring outcomes against predetermined

(usually best practice) standards.
Benchmarking
Continuous The ongoing process of change for the purpose of improvement to practices
Improvement and processes.
Continuous
Improvement Cycle
The cyclic process of Plan, Do, Review and Improve.
The systematic and documented process for obtaining audit evidence and
evaluating it objectively to determine the extent to which the audit criterion is
Internal Quality Audit fulfilled.
The totality of features and characteristics of a product or service that

demonstrates its ability to satisfy stated or implied needs.
Quality
Quality Assurance The program of activities to ensure our services are of the desired quality.
Quality Control The program of inspection activities to ensure our services are of the
desired quality prior to delivery or release.
Desired outcomes of the implementation and application of the
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Quality Objectives organisation’s Quality Management System.
Quality Reviews Quality Reviews are activities undertaken to measure the quality of
services that have already been delivered. Also known as Quality Audits.
The system in which activities used to carry out Quality Control, Quality
Assurance and Continuous Improvement are completed at Complete
Quality Management Personnel.
System.
Quality Key Performance Set targets of the Quality Objectives which are measured, monitored,
Indicators reported, analysed and actioned via the Board.
AS/NZSISO9001;
AS/NZS 4801; and The quality standards that Complete Personnel uses to certify its Quality
Management System.
Disability Employment
Standards
Policy Statement
Quality Statement
The organisation will provide a quality service experience to all its customers and stakeholders.
Our commitment to the delivery the quality service experience is demonstrated through the use of a
Quality Management System. Performance of the Quality Management System is measured and
monitored through the Quality Objectives.
At our organisation, Quality is achieved when:
 The Quality Objectives are met;
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 Process and practices are consistent in their delivery and are subject to continuous improvement
practices;
 Feedback from all stakeholders tells the organisation what it is doing well in addition to advising
the organisation of where it can improve.
This Quality Statement is part of the organisation’s Quality Policy which is available at our website.
Quality Principles
We are committed to maintaining and enhancing the organisation's reputation for delivering client
satisfaction through timely performance and the provision of cost-efficient, quality, recruitment and
training services.
To achieve this objective, we will:
 communicate the organisation’s Quality Policy and procedures to all stakeholders as appropriate
to ensure they are aware of our and their responsibilities for quality and service standards;
 provide services that meet or exceed the standards prescribed in relevant agreements,
contracts, codes and statutory obligations;
 deliver added value to our clients by identifying, monitoring and responding to their needs,
expectations and levels of satisfaction;
 set measurable targets and seek to continually improve the delivery of our services;
 ensure the organisation’s Quality Management System meets the requirements of all systems
accredited to the organisation including AS/NZS4801 and is integrated into our business
activities;
 continually review and improve the effectiveness of the Quality Management System;
 periodically review and revise our Quality Policy and procedures to maintain their relevance,
 actively maintain membership and be actively involved with industry bodies.
 In providing quality services, we will embrace new ideas, technology and innovation. We will
strive for continuous improvement, setting new benchmarks to maintain our strong reputation
within the industry.
Quality Management System
The Quality Management System at the organisation has two objectives:
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1. Ensuring the organisation achieves the desired level of quality in its activities as determined by
its own standards and external criteria across its operations; and
2. Ensuring the organisation maintains compliance with all agreements and regulatory
requirements to ensure certification against external standards and as a Quality Services Provider.
The Quality Management System at the organisation consists of the following elements:
1. Quality Control Processes which ensure or services are of the suitable standard prior to use;
2. Quality Assurance Processes which ensure its activities are being completed or delivered in a
consistent and correct manner;
3. Continuous Improvement Processes to ensure its activities are constantly being checked to
ensure the ongoing suitability and effectiveness and to identify areas of improvement;
4. Policies, Procedures, Guidelines, Manuals and Forms which both govern and guide the activities
of staff;
5. Quality Objectives.
Quality Objectives
Quality and the performance of the Quality Management System at the organisation is measured,
monitored and reported through the reporting and analysis of the Quality Objectives.
The Quality Objectives are desired outcomes which have been identified as important to the
organisation in the context of delivering a quality service experience. Each Quality Objective has a Key
Performance Indicator/s which the organisation has defined as a minimum acceptable standard of
achievement.
The Quality Objectives and their corresponding Key Performance Indicators are identified and described
in the organisation’s Strategic Plan. Quality Objectives are established and monitored by the Board.
Responsibility
Organisation's commitment to Quality is demonstrated and affirmed through the use of Policies and
Procedures and the activities of staff. Quality is everyone's responsibility. The intent and application of
the Quality Policy is embedded in the work of all staff of the organisation.
All managers have a responsibility to check and ensure the requirements of the Quality Management
System are being met within their area of responsibility. All staff members have a responsibility to
ensure the principles of the Quality Policy are applied in their daily tasks.
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All stakeholders have a responsibility to ensure they provide useful and timely feedback to the
organisation regarding its processes and practices.
At an organisational level, responsibility for Quality is described as follows:
 Board ‐ Implementation of the Quality Policy rests with the Board.
 Senior Management/Team Leaders ‐ Review, support, endorse and ensure accountability within
the Quality Management System.
 Corporate Services ‐ Manage and Administer the Quality Management System.
 All Staff ‐ Use and apply organisational Policies and Procedures, act with the purpose of
continuous improvement.
Executive Committee
In order to facilitate a complete overview of issues relating to Quality, results of all reviews, audits,
aggregate feedback and complaints are reported centrally to the Executive Committee. This “rolling
Management Review” process ensures a central body, (the Executive Committee) has oversight of all
issues relating to quality. Items reported to the Executive Committee include but are not limited to:
 Audit/review/Accreditation results, (internal and external) and corresponding corrective actions;
 Regulatory Reporting Requirements;
 Policy/Procedure audits/reviews including improvements identified;
 Survey results, including analysis and planned actions;
 Feedback, including analysis and planned actions; and
 Complaints and Appeals, including analysis and planned actions.
Promulgation
The Quality Policy will be communicated throughout the organisation via:
1. Display of the Quality Statement at each organisation office;
2. Inclusion of the Quality Statement and Quality Policy on the Company website;
3. Inclusion on the Intranet site;
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4. Inclusion on the Agenda of Board, meetings of the Executive Committee and other appropriate
forums as required; and
5. Inclusion in the Induction process.
Implementation
The Quality Policy will be implemented throughout the organisation via:
1. Monitoring and Review by the Executive Committee and the board;
2. Specific Communication and Training Programs.
Final signing authority
The manager of the Executive Committee is the final signing authority.
5. Discuss quality policy and

procedures with your manager and
coordinator
The Quality Policy confirms the organisation’s commitment to quality and describes its approach to
quality assurance and continuous improvement.
In order to improve Quality Management System, we need to plan business quality assurance process,
develop quality policies and plans, implement and control quality assurance processes to improve
quality.
Since our company has the following issues in the quality assurance processes:
 technical faults not being sorted in a timely fashion and no follow-ups with the client,
 technical experts not having extensive knowledge and skills and unable to answer the queries of
technical faults,
 not having a knowledge management system of creating, sharing, using and managing the
knowledge and information of an organisation,
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 maintaining social relationships issues as staff have not been trained to manage social
relationships,
 uncertainty over innovation and upgrading
 not following the Internet and Web technology business standards
We also need to set up new benchmarks’ standards and guidelines according to business procedures,
such as we need to increase customer satisfaction, train technical experts, develop new technologies to
innovative new products.
In order to do that, our key strategic and procedures including Collect customer feedback, turn
customer feedback into action, improve product or service, hire experienced technical experts to train
all technical experts properly. Provide necessary books and software for technical experts to do the
training. All technical experts need to pass a comprehensive quiz to meet company’s policy, make
innovation a core value, hire people with different perspectives, give employees time and space to
innovate, Set goals effectively. Begin with performance planning and create an ongoing process.
We also need to ensure the organisation achieves and maintains a low-risk status; and notes the
application of the company’s Policies, Procedures, Guidelines, Manuals and Forms.
In order to implement the policy successfully, we need to hire new marketing manager, new technical
manager, new development manger and all new managers need to be allocated by manager director
Neal.
As the manager director, Neal needs to follow up with the process of review and monitoring of the
policy and procedure. If anything does not go as scheduled, Neal has responsibility for correcting the
policy and make new benchmarks if necessary.
The all above policy and procedure has one goal, which is increasing company’s profit and reputation.
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ICTSAD507 - Assessment Task 2

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Assessment Task 2

Assessment method-based instructions and guidelines:

Instructions provided to the student:

Assessment task description:

Resubmissions and reattempts:

 This assessment task may be completed in:

Purpose of the assessment

The assessment can be completed in one of the following assessment environments:

Assessment task instructions

Online environment requirements

Assessment task environment

Requirements for the online assessment environment

The online environment consists of:

 The standard operating/workplace procedures related to the tasks and activities.

The online environment must meet the following criteria:

Opportunities for the student to: Yes/No/NA

Use up-to-date software and equipment

Work within stated timelines to meet deadlines

Experience prioritising competing tasks and dealing with contingencies

The environment to work with others in a team

Online assessment environment sufficient to communicate, contribute and

Assessment environment sufficient to work independently and manage workload

Resources, tools, and equipment requirements

 Workplace personnel/stakeholders to participate in the questioning session requires active

Online assessment scenario

 Plan business quality assurance process

Roles and responsibilities

Assessment task instructions

Simulated environment requirements

Assessment task environment

Requirements for the simulated assessment environment

The simulated environment consists of:

 The standard operating/workplace procedures related to the training organisation

The simulated environment must meet the following criteria:

Follow standard operating/workplace procedures

Use up-to-date software and equipment

Work within stated timelines to meet deadlines

Experience prioritising competing tasks and dealing with contingencies

Simulated environment to work with others in a team

Simulated environment sufficient to communicate, contribute and participate in

Simulated environment sufficient to work independently and manage workload

Resources, tools, and equipment requirements

 Workplace personnel/stakeholders to participate in the questioning session requires active

Simulated assessment scenario

 Plan business quality assurance process

Roles and responsibilities

Assessment task instructions

Assessment task environment

This assessment task will be completed in your workplace.

The requirements for the workplace environment

The workplace must meet the following criteria:

Opportunities for students to: Yes/No/NA

Follow standard operating/workplace procedures

Use up-to-date software and equipment

Work within stated timelines to meet deadlines

Workplace environment to work with others in a team

Workplace environment to sufficient to communicate, contribute and participate in

Workplace sufficient to work independently and manage workload

Resources, tools, and equipment requirements

 Workplace personnel/stakeholders to participate in the questioning session requires active

 Plan business quality assurance process

Roles and responsibilities

Case study scenario

 uncertainty over innovation and upgrading