ICTSAD507 - Assessment Task 4 Jiale Zhang 3966

Assessment Task 4
Assessment method-based instructions and guidelines:

Project
Assessment type
• Project
Instructions provided to the student:
Assessment task description:
• This is the fourth (4) 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 4 (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
Follow standard operating/workplace procedures
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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
• Review and adjust benchmark standards as required and improve quality performance
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• 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
procedures to ensure business solutions achieve quality performance expectations. The assessment
activities are mentioned within the assessment task.
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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:
Opportunities for the student to: Yes/No/NA
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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
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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
• Accepts responsibility for planning and sequencing complex tasks and workload, negotiating key
aspects with others, including required capabilities, efficiencies and effectiveness
and priorities
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

benchmark standards
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plans
and benchmarks
and obtain feedback
management plan
management plan
• Improve quality
procedures
necessary
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standards
• Accepts responsibility for planning and sequencing complex tasks and workload, negotiating key
aspects with others, including required capabilities, efficiencies and effectiveness
and priorities
Task requirements
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Assessment Task 4: 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 control and
improve 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: Control quality assurance processes and improve quality
In this assessment task, you are required to:
1. Implement quality performance guidelines, procedures and processes as per the quality
management plan
2. Monitor quality process performance as per the quality management plan and collect, analyse and
measure stakeholder feedback, including client satisfaction to monitor implementation of quality
processes according to quality performance results against benchmarks to determine if quality
standards are being met and report on monitoring of quality performance to key decision makers.
3. Identify and record breakdowns in the system and create corrective action requests and take
immediate corrective action, where necessary and 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
Assessment activity 1: Implement quality performance guidelines, procedures and processes as per
the quality management plan
In this assessment activity, you are required to complete the implementation plan to implement quality
performance guidelines, procedures and processes as per the quality management plan.
You must complete the attached template below to complete this assessment activity.
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Template: Implementation Plan
Quality performance guidelines, procedures and processes
Explain the implementation process on the grounds of:
• The purpose of the quality management plan
• How the quality management plan will be implemented
• What changes will be required in the quality policy and procedure
• What additional guidelines, procedures and processes must be included in the quality
management system
(ANswer each using 50 to 100 words)
The purpose of the quality management plan is to describe how quality will be managed throughout
the lifecycle of the project. 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.
in this case, the quality management plan helps D’prac’s products, practices and services
meet customer's requirements.
quality management plan will be implemented based on following procedures. Step 1: Plan the
Development of the QMP, all mangers need to participated into the plan and development seminar.
Step 2: Execute the QMP. The quality management plan will be executed accordingly. All managers
need to monitor team members about it. Step 3: Perform Quality Checks. The quality need to be
checked every week. Step 4: Take Corrective Action if Necessary. If anything is wrong or triggered
more issues, managers need to take necessary action if necessary.
In the quality policy and procedure, some changes include adding more details about quality policy
for example, adding KPI (customer satisfaction, enquiry response rate) into quality policy, adding
patent into quality policy etc. The procedure is more comprehensive compared with previous one.
The procedure also need to be reviewed by managers every month.
Some guidelines, procedures and processes such as training technical experts and provide certificate
to them and follow up with customers must be included in the quality management system so that it
can be a basic framework to help D’prac manage services and document relevant changes and
corrective measures for internal and external audits.
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Assessment activity 2: Monitor quality process performance as per the quality management plan and
collect, analyse and measure stakeholder feedback, including client satisfaction to monitor
implementation of quality processes according to quality performance results against benchmarks to
determine if quality standards are being met and report on monitoring of quality performance to key
decision makers.
Monitoring the quality management plan
• Identify your target audience
• Discuss the quality management plan
• Outline how performance of the quality management plan and processes will be
monitored
• Explain how management of risks will occur
(50-100 words)
Our target audience are those who shows interest in ICT services in D’prac organization.
For example, ICT workers, students, etc. The quality management plan need to be
monitored by mangers every week, For example, we need to follow up with customers
and ask feedback, we need to test technical experts to show they are qualified to answer
technical questions to customers, etc.
The performance of the quality management plan and processes will be monitored based
on KPI. For example, the customer satisfaction rate should greater than 98%, the
response to customers need to be within 24hours, the profit need to increase to a certain
number etc. There are five basic steps that are taken to manage risk; these steps are
referred to as the risk management process. It begins with identifying risks, goes on to
analyze risks, then the risk is prioritized, a solution is implemented, and finally, the risk is
monitored. For example, when we innovate a new product or service, we need to identify
potential risk such as financial risk to company, how much money need to spend, we need
to analyze the risk based on how much profit can be earn if we have patent of this new
product/service. We need to provide a final solution and based on the solution to
implement the innovation project. All risks also need to be monitored through the whole
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project.
Stakeholder feedback including the client satisfaction
• Collect feedback from two (2) stakeholders
• Feedback should be collected using the attached feedback form
Feedback: Stakeholder 1:
Do you believe the quality management policy and plan meet your expectations (Select the
correct answer)
Yes No
Do you believe the quality management policy and plan meet the regulatory requirements
(Select the correct answer)
Yes No
Please provide additional feedback (50-100 words)
quality management policy and plan meet our expectations since the policy and plan is very
comprehensive and inspired. The quality management policy and plan meet the regulatory
requirements since it follows ISO9000 and all relevant Australian standards.
Feedback: Stakeholder 2:
Do you believe the quality management policy and plan meet your expectations (Select the
correct answer)
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Yes No
Do you believe the quality management policy and plan meet the regulatory requirements
(Select the correct answer)
Yes No
Please provide additional feedback (50-100 words)
The quality management policy and plan did not meet my expectations since all policy and
plan are very normal and need more innovative plan. The innovative plan can help the
company become more competitive and earn more market share. The quality
management policy and plan meet the regulatory requirements since it follows ISO9000
and all relevant Australian standards.
Reporting to the key decision makers
• Prepare a report on monitoring the quality management plan
• Who it will be sent to?
• How the stakeholder feedback is analysed?
The report will be sent to relevant stakeholders such as manger director Neal, the internal
stakeholders like all managers, the external stakeholders such as all investors, The
stakeholder feedback need to be analysed very carefully and make necessary changes and
take action as soon as possible.
Assessment activity 3: Identify and record breakdowns in the system and create corrective action
requests and take immediate corrective action, where necessary and determine the frequency of quality
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breakdowns through corrective action requests in order to identify whether defects are isolated incidents
or require a wider analysis and corrective action
This assessment activity is in continuation to the previous assessment activity.
In this assessment activity, you are required to:
• Identify and record breakdowns in the quality management system
• Create corrective actions requests
• Take immediate corrective action, where necessary
Breakdowns in the quality management system and frequency of breakdowns (50-100 words)
The breakdowns in the quality management system need to be token every month since each month
we need to monitor and collect feedback from all teams. The frequency should be every month.
Each month we need to identify whether defects are isolated incidents or require a wider analysis and
corrective action, for example, should we continue to follow up with the original policy and benchmark,
is it possible to increase the benchmark like increase customer salinification to 99%?
Corrective actions requests (50-100 words)
A corrective action request (CAR) usually appears in manufacturing or production settings. A CAR can
originate with a customer complaint, an audit or inspection, or a production line event. It is a formal
request to eliminate the cause of a nonconformity. The nonconformity may be in an item, process, or
service. Often, such as when a manufacturer deals with a supplier, the sourcing agency first
discusses the problem before issuing the CAR. A corrective action request can include different levels
of concern.
Immediate actions (if and where required)
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Immediate actions are required if it is approval by manager director Neal. Such as the original action
effects company’s profit, the immediate actions are required to stop loosing more profit.
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Assessment Task 4

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

Follow standard operating/workplace procedures

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 participate

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

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 tasks

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

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

• Plan business quality assurance process

Roles and responsibilities

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