ICTSAD507 - Assessment Task 3

Assessment Task 3
Assessment method-based instructions and guidelines:

Project
Assessment type
 Project
Instructions provided to the student:
Assessment task description:
 This is the third (3) 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 3 (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
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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.
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
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responsibility for taking action as required
 Implement corrective action solutions and measure performance according to organisational
procedures
 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
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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
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
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 The trainer/assessor will provide the student with assistance throughout the assessment
activity.
The simulated environment must meet the following criteria:
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:

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Simulated assessment scenario
activities.

benchmark standards
plans
and benchmarks
and obtain feedback
management plan
management plan
 Improve quality
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procedures
necessary
standards
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Task requirements
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.
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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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Assessment Task 3: Project
Scenario:
This assessment task is in continuation to the previous assessment task.
This assessment task requires the student to demonstrate skills and knowledge required to implement
quality assurance processes and procedures to ensure that business solutions achieve quality
performance expectations.
You must read and understand the case study scenario provided in the assessment task 2 to complete
all the assessment activities.
Assessment activity: Implement quality policies and plans
In this assessment task, you are required to:
1. Write a quality policy for the business directive
2. Create a quality management plan for the business solution and allocate key quality tasks and
functions to the appropriate person as per the quality management plan
3. Distribute quality management plan to key people for feedback
4. Analyse feedback to determine if corrective action needs to be taken and make changes to the
quality management plan, if required, to incorporate corrective action
5. Establish and document a quality reporting and monitoring program
6. Check and document skills of staff to ensure that they are able to meet the quality standards
required
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Assessment activity 1: Write a quality policy for the business directive
You are required to write a quality policy according to the following business directive:
Business directive: Our ambition is always to exceed the expectations of every customer. Every
customer should be positively surprised at least once, ideally with every service we provide.
Assessment activity conditions:
 You must use the template of the policy provided in the previous assessment task and make
necessary changes and adjustments
 You must submit the updated policy as part of the completion of this assessment activity.
Quality Policy
Quality Policy
Purpose
D'Prac is a well-known ICT organization that focuses on the design quality processes
for various private
and government organizations. We believe in delivering quality services at an
affordable price.
The Quality Policy
Our Quality Management System includes marketing team, development team, techniques team and
management team. We desired we can achieve 98%customer satisfaction every month so that we can
significantly increases customer satisfaction and loyalty. By increasing technical experts knowledge, we can
increase the quality of business standards and guidelines. Our innovation can help us making existing
business processes less costly, less time consuming to complete, and more sustainable.
Our business process management system enables business owners to discover, model, analyze, measure,
improve, optimize, and automate their business processes. The system assists business organizations in
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maintaining focus on improving corporate performance through thorough business management
processes.
In order to implement the policy successfully, we have marketing manager, new technical manager, new
development manager 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.
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 improvement to practices 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
Internal Quality to which the audit criterion is fulfilled.
Audit
The totality of features and characteristics of a product or

service that demonstrates its ability to satisfy stated or implied
Quality needs.
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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 organisation’s Quality Management System.
Quality Objectives
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
Quality Management are completed at Complete Personnel.
System.
Quality Key Set targets of the Quality Objectives which are measured,
Performance Indicators monitored, 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.
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Disability Employment
Standards
Policy Statement
In D’Prac services, as we committed to provide excellent goods and services

continuously at the time of sale. We will continuously strive to delight our customers
with outstanding Quality of our products and services. In our endeavour to achieve
this objective, we will; Create and nurture people of quality by continuous education
and training. Maintain & improve standards of manufacturing.
D’Prac services 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;
 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
In D’Prac services, 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.
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To achieve this objective, we will:
 Customer focus.
 Leadership.
 Engagement of people.
 Process approach.
 Improvement.
 Evidence-based decision making.
 Relationship management.
 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
In D’Prac services, we must follow ISO9001, the Quality Management System at the
organisation has two objectives:
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.
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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
D’prac’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.
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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.
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 in D’prac 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;

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 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;
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.
Assessment activity 2: Create a quality management plan for business solution
This assessment activity is in continuation to the previous assessment activity.
You are required to create a quality management plan to meet the business directive discussed in the
previous assessment activity.
You must complete the attached template below to complete this assessment activity.
Template: Quality management plan
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Purpose (50-100 words)
The purpose of the QMP is to describe how quality will be managed throughout the
lifecycle of the D'Prac, the well-known ICT organisation. Quality management
planning determines quality policies and procedures relevant to the project for both
project deliverables and project processes, defines who is responsible for what, and
documents compliance
Methodologies and standards (50-100 words)
 What proven methodologies and standards will be used to ensure that quality
project management processes are being applied?
Topic: Standard:
Quality Management ISO 9000 ISO 9001
Customer satisfaction management ISO 19011
Environmental Management ISO 14000 ISO 14001
Risk Management ISO 31011
Key quality tasks and functions and who is responsible? (50-100 words)
customer satisfaction needs to achieve 98% every month so that we can

significantly increases customer satisfaction and loyalty. Responsible by Nie
(marketing manager)
innovation helps us making existing business processes less costly, less time-
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consuming to complete, and more sustainable. Responsible by Kide (development
manger)
increasing technical experts’ knowledge to increase customer faithfully Responsible

by Kis (Technical manager)
Changes made in the quality policy and procedure (50-100 words)
Customer needs: As an ICT organisation, the end goal of D'Prac is to meet the
needs of potential, current and future customers. So changes are made based on
customer needs. A quality policy statement focused on customer needs is most
often 'marketing' focused and draws attention to the fact that the D’prac is laser
focused on the customer, and on delivering exactly what the customer wants.
Assessment activity 3: Distribute quality management plan to key people for feedback
In this assessment activity, you are required to distribute the quality management plan to the manager
and coordinator of the organisation.
You must distribute a quality management plan according to the mentioned below roles and
responsibilities.
The role of the manager (Final authority of approving the quality management plan):
 Discuss and provide assistance regarding the quality management plan including answering any
questions
 Discuss the process of approval of the quality management plan
The role of the coordinator (responsible for implementing, reviewing and monitoring the quality
management plan):
 Discuss the process of implementation of the quality management plan
 Discuss the process of review and monitoring of the quality management plan
Your role and responsibilities:
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 Discussing all aspects of the quality management plan
 Discuss and communicate the process of development, implementation, approval, review and
monitoring of the quality management plan
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 management
plan.
Distribute quality management plan to key

people for feedback
In order to implement the quality management plan successfully, firstly we need to
hire relevant manger such as marketing manager, development manger and technical
manager. We need to consider risk/hazard factors and complexity of the project and
adapt processes to provide the requisite level of quality. Document in the risk
management plan any project variations from the local QMP requirements. We also
need to develop performance measure thresholds to ensure agreement on the
definition of success relative to Quality Objectives. For example, the minimum
customer satisfaction in D’prac company need to be greater than or equal to 98%.
We also need to do the work according to the approved Program Management Plan
(PMP) and standard operating procedures. For example, since we need to achieve our
benchmark in 1 month period, we need to distribute the tasks into daily task such as
training staff every day, answering customer feedback daily and follow up with
existing customers daily.
Project execution is a dynamic process. The PDT must communicate, meet on a
regular basis, and adapt to changing conditions. The Quality Management Plan and
PMP may require modification to ensure that project objectives are met.
We also need to approval, review and monitoring of the quality management plan.
We can perform independent technical review, management oversight, and

verification to ensure that quality objectives are met consistent with District Quality
Management Plans.
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We can also check performance against the PMP and Customer Quality Objectives
performance measures thresholds to verify that performance will accomplish Quality
Objectives and to verify sufficiency of the plan.
We will share findings with all project stakeholders to facilitate continuous
improvement.
Assessment activity 4: Analyse feedback to determine if corrective action needs to be taken

and make changes to the quality management plan, if required, to incorporate corrective
action
This is a continuation of the previous assessment activity.
In this assessment activity, you must complete the template below to record all feedback received from
your manager and coordinator using 50-100 words.
Feedback sheet
Feedback received (50-100 words)
Overall, the quality management plan is great and comprehensive. This Quality Management Plan
(QMP) can help D’prac guide the Program Manager (PM) and project personnel to execute quality
management and quality assurance activities for a project or program. If D’prac can execute the plan
accordingly, all company products, practices and service will meet customer's requirements and
D’prac will become a better ICT organisation.
Changes required to the quality management plan (50-100 words)
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For example, the training for technical experts could be more detailed. For example, we need to
establish Learning Objectives, we need to offer Compelling Training Materials to all D’prac staff and
deliver a Clear, Digestible presentation to everyone. Key tasks to be completed, such as when to set
up training facilities and schedule participants; other activities essential to training; and dates on
which those tasks and activities must be finished.
Assessment activity 5: Establish and document a quality reporting and monitoring program
In this assessment activity, you are required to develop a quality reporting and mentoring program.
This assessment activity is based on the previous assessment activity.
Template:
Quality reporting and mentoring program
Discuss:
 The reporting and monitoring procedures of the quality management plan on the basis of:
o Key stakeholders (Who would you report)
o KPI’s (Key performance indicators) - How the quality management plan will be
monitored and evaluated
(50-100 words)
Nie (marketing manager), Kide

The quality management plan need to be monitored by
(development manager) and Kis (Technical manager) every day. Managers need
to monitor their team member to do jobs according to the updated quality
management plan. They need to write report daily to manager director Neal to
report any issues or questions.
The quality management plan will be monitored and evaluated based on customer feedback and
internal quizzes (related to technical training to technical experts.) The innovation team need to
get a patent for D’prac in a 12 month period, which need also help D’prac to increase profit.
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The customer feedback needs to meet 98% satisfaction, with all enquires need to be replied within
24 hours. All technical experts need to pass the quizzes (60% or more) after having training
sessions.
Assessment activity 6: Check and document skills of staff to ensure that they are able to
meet the quality standards required
In this assessment activity, you are required to discuss the quality management plan with the two (2)
key internal stakeholders and identify if they have the requisite knowledge and skills to meet the
quality standards identified.
The role of the two internal stakeholders will be played by the two (2) RTO personnel. The roles should
be based on the same job roles (manager and coordinator) identified throughout the assessment tasks
and activities.
Template:
Staff skills assessment
Skills and knowledge required (50-100 words)
For technical manager (IT manager, internal stakeholder)
The skills and knowledge required are below:
1. Strong communication skills
To become a successful IT manager in D’prac, your interpersonal skills need to be as well developed
as your technical skills. In addition to motivating their team, IT managers must be able to establish
relationships with other company leaders to launch new initiatives and educate employees and
stakeholders as new technologies and systems are implemented.
2. ability to work well under pressure
From website glitches to privacy breaches, technical managers are responsible for ensuring that an
organization’s systems are secure and functioning properly. When issues arise, they have to remain
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calm and work quickly to find a solution.
For marketing manager (internal stakeholder)
The skills and knowledge required are below:
A good marketing manager should have the following skills - UX design skills, SEO & SEM, content
management, social media, responsive desig, partner management, analytics, knowledge of the
latest tech tools, distributed experts skills, people skills, and team building / motivation.
Does the staff possess the skills and knowledge (50-100 words)
The IT manager does not meet all skills and knowledge. For example, our It manger cannot able to
establish relationships with other company leaders to launch new initiatives and educate employees
and stakeholders as new technologies and systems are implemented. Therefore, we need to provide
essential training to our IT manager, we need to ask IT manger to take relevant courses.
For marketing manager, she also need to learn how to do UX design so that she can help our
company to provide a better website page and earn potential profit.
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ICTSAD507 - Assessment Task 3

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ICTSAD507 - Assessment Task 3

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Assessment Task 3

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:

Opportunities for the student to: Yes/No/NA

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

 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

Experience prioritising competing tasks and dealing with contingencies

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

Roles and responsibilities

This assessment task is in continuation to the previous assessment task.

Assessment activity: Implement quality policies and plans