ICTSAD504 Implement quality assurance processes for business solutions Student Assessment Tasks

student
assessment tasks

ICTSAD504

Implement quality assurance processes

for business soluti ons

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 ICTSAD504 Implement quality assurance processes for business solutions Student Assessment Tasks

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ASSESSMENT
Units: ICTSAD504

Course Name: ICT60115 Advanced Diploma of Information Technology

Training Package: ICT

Assessment Tool: Knowledge Questions

Quality assurance process development
Quality assurance processes control and improvement project

Candidate must fill this section:

Candidate Name:

Candidate ID:

Privacy Release “I give my permission for my assessment material to be used in the auditing,
Clause: assessment validation & moderation Process”

Student signature: Date:

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 ICTSAD504 Implement quality assurance processes for business solutions Student Assessment Tasks

Feedback to student:

Assessment Completion Status

Attempt Satisfactory Non-Satisfactory Date Assessor’s Signature

Initial attempt

2nd attempt/Re-assessment

Information for Candidate:

• All work is to be entirely of the candidate.

General Information for this assessment:

• Read the instructions for each question very carefully.

• Be sure to PRINT your FULL name & LAST name in every place that is provided.
• Short questions must be answered in the spaces provided.
• For those activities requesting extra evidence such as: research reports, ESSAY reports, etc. The student must attach its own
work formatted in double space, Arial 12 pts.
• All activities must be addressed correctly in order to obtain a competence for the unit of competency.
• If the candidate doesn’t understand the assessment, they can request help from the assessor to interpret the assessment.

Re-assessment of Result & Academic Appeal procedures:

If a student at Queensland International Business Academy is not happy with his/ her results, the student may appeal against their result
via a written letter, clearly stating the grounds of appeal to the MSS / DSS. This should be submitted after completion of the subject and
within 14 days of commencement of the new term.

Re-assessment Process:
• An appeal in writing is made to the ACC / MSS providing reasons for re-assessment /appeal.
• ACC / MSS will delegate another faculty member of QIBA to review the assessment.
• The student will be advised of the review result done by another assessor.
• If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in
charge, the ACC, the MSS and the DSS OR if need be an external assessor.
• The Institute will advise the student of the appeal decision within 14 days from the submission date of the appeal. The decision of the
panel will be deemed to be final.
• If the student is still not satisfied with the result, the he / she has the right to seek independent advice or follow external mediation
option with QIBA’s nominated mediation agency.
• Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enroll in that subject.

The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of
assessment. These principles require assessment to be reliable, fair, practical and valid.

Academic Appeals:
• If the student is dissatisfied with the outcome of the assessment marking process, he/she has a right to appeal the assessment
results.
• The notice of appeal should be in writing addressed to the MSS / ACC and submitted within seven days of notification of the
assessment results.
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 ICTSAD504 Implement quality assurance processes for business solutions Student Assessment Tasks

• If the appeal is not lodged in the specified time, the result will stand as marked.
• In emergency circumstances, such as in cases of serious illness or injury, the student must forward a medical certificate in support of
a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical
certificate.
• The decision of MSS / ACC will be discussed with the DSS and will be final.

For further information please refer to Student Handbook.

“I understand all the above rules and guidelines for the assessment”

Full Name Signature Date (dd/mm/yyyy)

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ICTSAD504 Implement quality assurance processes for business solutions Student Assessment Tasks

CONTENTS

Introduction........................................................................................................................................ 4
Assessment Task 1: Knowledge Questions......................................................................................5
Assessment Task 1: Checklist........................................................................................................... 7
Assessment Task 2: Quality assurance process development..........................................................8
Assessment Task 2: Checklist......................................................................................................... 12
Assessment Task 3: Quality assurance processes control and improvement project.....................14
Assessment Task 3: Checklist......................................................................................................... 17
Final Results Record....................................................................................................................... 19

BSBLDR511 Develop and use emotional intelligence | 3

ICTSAD504 Implement quality assurance processes for business solutions Student Assessment Tasks

Introduction
The assessment tasks for ICTSAD504 Implement quality assurance processes for business
solutions are outlined in the assessment plan below. These tasks have been designed to help you
demonstrate the skills and knowledge that you have learnt during your course.
Please ensure that you read the instructions provided with these tasks carefully. You should also
follow the advice provided in the IT Works Student User Guide. The Student User Guide provides
important information for you relating to completing assessment successfully.

Assessment for this unit

ICTSAD504 Implement quality assurance processes for business solutions describes the
performance outcomes, skills and knowledge required to define and implement quality assurance
processes and procedures to ensure that business solutions achieve quality performance
expectations.
For you to be assessed as competent, you must successfully complete three assessment tasks:

 Assessment Task 1: Knowledge questions – You must answer all questions correctly.

 Assessment Task 2: Quality assurance process development – You are required to develop a
quality management plan for a case study organisation.

 Assessment Task 3: Quality assurance processes control and improvement project – You are
required to give a staff training and information session to inform the team about the new
quality management system. You are then required to evaluate client feedback on the case
study company’s performance and undertake activities in response.

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 Assessment Task 1: Knowledge Questions

Information for students

Knowledge questions are designed to help you demonstrate the knowledge which you have
acquired during the learning phase of this unit. Ensure that you:

 review the advice to students regarding answering knowledge questions in the IT

Works Student User Guide

 comply with the due date for assessment which your assessor will provide

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

i
s assessment can be found in Appendix A of the IT Works Student User Guide. Refer to the appendix for information on:

assessment task

ment cover sheet with your work. A template is provided in Appendix C of the Student User Guide. However, if your RTO has provided you with an as
Questions
Provide answers to all of the questions below:

1. Review the Copyright Act and explain the copyright and intellectual property relating
to information and communications technology (ICT) systems development.

2. Describe what a business model is and outline three common features of business models.

3. Explain the relevance each of the following to quality assurance and quality
management plans.
a. International Organization for Standardization (ISO)
b. International Electrotechnical Commission (IEC) standards
c. Australian Standards (AS)

4. Describe quality concepts that are applied to ICT.

5. Outline quality improvement processes.

6. Explain techniques of measuring technical performance within a project.

7. Explain four important functions of HTTPS that relate to privacy.

8. Explain three principles of equitable and accessible design for a website.

9. Describe the structure of a quality assurance management plan.

10. List three standards that may be included in a quality assurance management plan.
Assessment Task 1: Checklist

Student’s name:

Did the student provide a Completed

sufficient and clear answer successfully? Comments
that addresses the
suggested answer for the Yes No
following?

Question 1

Question 2

Question 3 a

Question 3 b

Question 3 c

Question 4

Question 5

Question 6

Question 7

Question 8

Question 9

Question 10

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:
Assessment Task 2: Quality assurance process
development

Information for students

In this task, you are required to develop a quality management plan for a case study organisation.
You will need access to:

 your learning resources and other information for reference

 your Quality Policy

 your Quality Management Strategy

 your Quality Management Plan Template

 your Company Services.

Ensure that you:

 review the advice to students regarding responding to written tasks in the IT Works
Student User Guide

 comply with the due date for assessment which your assessor will provide

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

Assessment information
i
Information about how you should complete this assessment can be found in Appendix
A of the IT Works Student User Guide. Refer to the appendix for information on:

 where this task should be completed

 how your assessment should be submitted.

Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix B of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.
Activities
Complete the following activities:

Carefully read the following scenario.

You are the manager of website design and development services of IT

Biz Solutions, which offers a range of services a wide range of Information
and Communication Technology services to businesses of all sizes.
IT Biz Solutions shows clients how to collaboratively transform
information technology into business advantages.
Web site design and development services have recently been added to the
company’s list of services.
All parts of the business need to go through a quality assurance process, and you
have been tasked to define and implement quality assurance processes for your
department.
The members of the website design and development team are as follows:

 Manager of website design and development services

 Two web development project officers

 One content designer and writer.

None of the team members have quality assurance roles.

1. Plan quality assurance process.

Review the following IT Biz Company documents:

 Quality Policy

 Quality Management Strategy

 Quality Management Plan Template

 Company Services
Take notes on the steps that you will take to complete the tasks required of you in
this Assessment Task.

2. Meet with the CEO (your assessor).

The first part of this assessment requires you meet with the CEO, who will speak to
you about the quality assurance process for other parts of the business.
The CEO will also provide you with quality policy and current business quality
performance expectations and benchmark standards.
During the meeting, you are required to demonstrate effective communication skills
 including:

 Speaking clearly and concisely

 Using non-verbal communication to assist with understanding

 Asking questions to identify required information

 Responding to questions as required

 Using active listening techniques to confirm understanding

3. Develop a quality management plan.

Then develop a quality management plan for web site design services. You should
complete this by using the information provided at the meeting, as well as
conducting research to develop appropriate business standards and guidelines for
achieving benchmarks.
Use the Quality Management Plan Template provided by your assessor.
Your quality management plan must include the following:

 Purpose

 Quality objectives

 Standards and guidelines relevant to web site design for achieving

benchmarks. These should be the benchmark standards to be added into the
QMP.

 Quality assurance and control mechanisms.

 Roles and responsibilities relevant to quality assurance, including key quality

tasks. By the end of this assessment task, you will have to allocate key quality
tasks and functions to the team members. If staff do not have the required
skills, they will need to receive training.

 Quality methods, techniques and tools to resolve quality issues

 Quality control and assurance problem reporting

 Staff skills: what they have, what is missing and how to overcome skill deficits.
Also review the Staff Skills to assess whether staff have the necessary skills and
report on this.

4. Evaluate your Quality Management Plan.

Using the checklist section of the company’s Quality Policy, assess whether your
QMP fulfils the required elements.
6. Send an email to the CEO and your team (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment and seek their
feedback and approval to move forward with the project.
The email text should also give your evaluation of the attachment that you
performed in the previous activity.
Attach your Quality Management Plan to the email.

7. Revise your Quality Management Plan.

Change your Quality Management Plan to reflect input from the CEO and your
team.
Save this document as Revised Quality Management Plan.

8. Send an email to the CEO and your team (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment and summarise
that changes that you have made to the last version of the document.
The email text should allocate key quality tasks and functions to the team
members.
Attach your Revised Quality Management Plan to the email.
Assessment Task 2: Checklist

Student’s name:

Completed
successfully? Comments

Did the student: Yes No

During the meeting, demonstrate

effective communication skills including:

 Speaking clearly and concisely

 Using non-verbal communication to

assist with understanding

 Asking questions to identify

required information

 Responding to questions
as required

 Using active listening techniques to

confirm understanding

Determine the company’s quality

performance expectations and
benchmark standards?

Develop business standards and

guidelines for achieving each
benchmark?

Allocate strategic quality responsibilities

for meeting the company’s standards
and guidelines as set out in the Quality
Management Strategy?

Document expectations, standards and

benchmarks in their quality management
plan based as set out in the Quality
Management Strategy?

Identify appropriate quality management

systems for complex activities?

Distribute their quality management plan

to key people for feedback?
Make changes to their quality
management plan, as required?

Communicate their quality management

plan to appropriate stakeholders?

Write a summary of the company’s

quality policy for their quality
management plan?

Allocate key quality tasks and functions

to team members as set out in their
quality management plan?

Establish and document a quality

reporting and monitoring program?

Check and document skills of staff to

ensure that they are able to meet the
quality standards required?

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:
Assessment Task 3: Quality assurance processes
control and improvement project

Information for students

In this task, you are required to give a staff training and information session to inform the team
about the new quality management system. You are then required to evaluate client feedback on
the case study company’s performance and undertake activities in response.
You will need access to:

 your learning resources and other information for reference

 your Client Feedback

 your Quality Assurance Audit Report Template

 your Staff Skills.

Ensure that you:

 review the advice to students regarding responding to written tasks in the IT Works
Student User Guide

 comply with the due date for assessment which your assessor will provide

 adhere with your RTO’s submission guidelines

 answer all questions completely and correctly

 submit work which is original and, where necessary, properly referenced

 submit a completed cover sheet with your work

 avoid sharing your answers with other students.

Assessment information
i
Information about how you should complete this assessment can be found in Appendix
A of the IT Works Student User Guide. Refer to the appendix for information on:

 where this task should be completed

 how your assessment should be submitted.

Note: You must complete and submit an assessment cover sheet with your work. A
template is provided in Appendix B of the Student User Guide. However, if your RTO
has provided you with an assessment cover sheet, please ensure that you use that.
Activities
Complete the following activities:

Carefully read the following.

The quality management plan has been approved and you have been asked to
implement the following quality performance guidelines, procedures and processes:

 Conduct a staff training and information session on quality

management systems.

 Evaluate, and act on, Client feedback

1. Provide information and training session.

Conduct a staff training and information session on quality policy, guidelines and
quality management systems.
Prior to delivering the presentation, make sure that you practice your delivery, so
you are well prepared. You will be assessed on your presentation technique as well
as the content of your presentation.
Your assessor will advise you of the date and time of your presentation and will
organise at least two other students to attend the information and training session
in the role of staff members.
At the end of the presentation, you must provide the opportunity for your audience
to give their feedback on your presentation.
During and after the presentation you will be required to demonstrate effective
communication skills including:

 Speaking clearly and concisely

 Using non-verbal communication to assist with understanding

 Asking questions to identify required information

 Responding to questions as required

 Using active listening techniques to confirm understanding

2. Review client feedback.

Review the responses that have been received to a client survey as set out in
Client Feedback.
Your review will constitute the monitoring aspect of the Quality Management Plan.
Use the Quality Assurance Audit Report Template to write a report on your findings.
 Your quality assurance report should include:

 Project outcomes and the effectiveness of quality management processes

 Quality control assessment

 Variances

 Recommendations, including who will be responsible for quality improvements.

3. Update the Quality Management Plan.

When you have completed your review, determine how you can modify the Quality
Management Plan to ensure that the identified issues will not re-occur.
Save the document as Updated Quality Management Plan.

4. Send an email to the CEO (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment and seek their
feedback and approval.
Attach your Quality Assurance Audit Report and Updated Quality Management
Plan to the email.

5. Send an email to staff.

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment and inform them
why the changes have been made.
The email text should ensure that the staff are aware of the results of your
evaluation of the Client Feedback, and how they should modify their standards and
procedures to ensure that the issues won’t be repeated.
One of your quality assurance management responsibilities is determining whether
the frequency of quality breakdowns as reported in the Client Feedback were
isolated incidents or have been more common and require a wider analysis and
more thorough corrective action.
The email text should request each team member to determine how frequently
such quality breakdowns have occurred and when they occurred and keep track of
these, reporting them directly to you, in the future.
Attach your Updated Quality Management Plan to the email.
Assessment Task 3: Checklist

Student’s name:

Completed
successfully? Comments

Did the student: Yes No

Implement quality performance

guidelines, procedures and processes
as set out in the quality management
plan?

Obtain stakeholder feedback, including

client satisfaction to monitor the
implementation of quality processes as
set out in the quality management plan?

Monitor quality process performance as

set out in the quality management plan?

During their information and training

session, demonstrate effective
communication skills including:

 Speaking clearly and concisely

 Using non-verbal communication to

assist with understanding

 Asking questions to identify

required information

 Responding to questions
as required

 Using active listening techniques to

confirm understanding?

Analyse feedback to determine if

corrective action needs to be taken?

Report on their quality performance

monitoring to key decision makers?

Identify and record any breakdowns

in the quality system and take
corrective action?
Collect, analyse and measure quality
performance results against benchmarks
to determine whether quality standards
are being met?

Determine the frequency of quality

breakdowns through corrective action
requests in order to identify whether
defects are isolated incidents or require
a wider analysis and corrective action

Determine what corrective actions

should be taken and assign
responsibility for taking the action where
appropriate?

Identify who will be responsible for

quality improvement?

Implement corrective action solutions

and measure performance?

Review and adjust benchmark standards

periodically in order to improve quality
performance?

Document quality performance results

and disseminate the information to
stakeholders?

Review business procedures at

predetermined schedules as part of a
management review process and quality
reporting function?

Task outcome:  Satisfactory  Not satisfactory

Assessor signature:

Assessor name:

Date:
Final Results Record

Student name:

Assessor name:

Date

Final assessment results

Result

Task Type Satisfactory Unsatisfactory Did not submit

Assessment Task 1 Knowledge questions S U DNS

Assessment Task 2 Plan documents S U DNS

Quality assurance
Assessment Task 3 processes control and S U DNS
improvement project

Overall unit results C NYC

Feedback

 My performance in this unit has been discussed and explained to me.

 I would like to appeal this assessment decision.

Student signature: Date:

 I hereby certify that this student has been assessed by me and that the assessment has been
carried out according to the required assessment procedures.

Assessor signature: Date: