Task 1: Client business domain

Visit the Coca Cola website (www2.coca-cola.com/ourcompany) and read the companies Welcome
statement. Does it give you a clear idea of the company's core business?! Which of the following
business documents can you find on the site:
 mission statements
 strategic goals
 organisation chart
Yes. They are shown on the site.

Task 2: Organisational structure and business functions

a. The manager of the purchasing department of a company has now been promoted to director of
Finance. Her position has been given to the manager of accounting and in turn, a new staff
member has been employed to fill this role. Does this restructure necessitate any change to the
company's structural documentation?
This will have effect on names and titles on company's organisational chart.

b. An organisation has produced its statement of strategic goals for the next three years. One of
these goals includes a migration to e-business. What business functions would be affected by such
a goal?
In general, Accounts and billings, inventory control, procurement, human resources, marketing and
CRM will be affected by switching to e-business. Accounts and billing scan be made available over
the internet to customers and suppliers and payments made electronically. In terms of inventory,
new systems allow the supply and demand ends of the supply chain have a clear view of data and
information flows more freely etc. Procurement or now e-procurement, which is a web-based
system for internal purchasing, make process easier. In terms of human resources, reimbursements
can be done online or even can be automated. Marketing can be linked to web-enabled systems of
sales and supply areas.

Task 3: Organisation chart

Use the internet to answer the following questions about the Victorian EPA:
Go to the website: www.epa.vic.gov.au, then select about and EPA Organisation chart.
 In which directorate would you find the Community
It can be found under the Executive Director Regulatory Practice &Strategy.
 Under which department does Regional Support Systems comes?
It comes from Executive Director Regional Services.
 If you wanted td to apply for a job with the EPA, to which department would you address
your application?
I would address to human resource department which is under the Executive Director
Corporate Service and people & culture section.
 If you had a complaint about excessive noise at a neighbouring business premise, to which
department would you complain?
I would make complaint to local community which is under the Executive Director
Regulatory Practice& Strategy and Community section.
Task 4: Determine client requirements
Think of two or three different workplaces that deal with clients For each workplace, find out:
 the types of client requests they would receive
 the importance of the request to the client
Alternatively, if you work in a position where you need to service clients, think of three types of
requests your company or department receives.

1. A young school leaver seeks the help of a college careers advisor. She is interested in a career in
child care and would like to know what her options are.
2. A retired man is losing his hearing and needs help in finding out about the latest digital hearing
aids.

Task 5: Exploring document types for business and organisational guidelines

Explore some of the documentation from which organisational and business guidelines are
derived.
Go to an Internet search engine such as Google and search for the following documents.
Remember the documents you get will not necessarily be from an IT perspective.
 Service level agreement
 Policy and procedure manuals
 Organisational guidelines
identify and list aspects of the documents you located that match the guideline areas and
information types discussed in the reading for this Learning Pack. You might discuss your findings
with your colleagues and compare the documents you found.

if you are able, you might be able to find some of this documentation in your workplace.
Remember that some documents of this type are considered confidential by an organisation and
should not be shared with the class group.

1. A service level agreement (SLA) is a contract between a service provider (either internal or
external) and the end user that defines the level of service expected from the service provider. SLAs
are output- based in that their purpose is specifically to define what the customer will receive.
2. Policy and procedure manuals are comprised of se of rules and the standard procedures that the
business must follow
3. Organizational guidelines similar to the procedure manual but with slight different in the content.
It mainly set out the standard business operating procedures.
Task 6: Stakeholders analysis
Read the scenario below:
'Southern Dental Services is a small dental practice in a regional town. There are two dentists,
Pamela Jones and Brian Huang. The practice has four support staff to manage the day to day
running of the practice 一 Jane Emerson, who looks after the appointments, Brenda Gale, who
handles the accounts, Keith Dickson, who manages the patient details, and Pauline Santoro who
organises the ordering of supplies etc. Pauline obtains most of the supplies for the clinic from
David Andrews, who runs a business selling medical and dental supplies. She orders all the other
office related products from Peter Smith's business, Office Stuff. The clinic has five hundred
patients on its books, some of whom, like Mrs Mary o'Halloran, have been coming to the clinic
since it opened, ten years ago.

Now perform the following activity based on this table:

Table: Fill in the different types of stakeholder

Person Type of Stakeholder
Peter Smith C
Keith Dickson A
 Mrs Mary O'Halloran B
Brian Huang A
David Andrews C
Pauline Santoro A
For each of the people in the list on the left, identify the type of stakeholder as either (a) Staff (b)
Client or(c) Supplier.

Task 7-Evaluate system development methodologies

Create a short report (not more than 500 words describing the advantages and disadvantages of
two system development methodologies. You should research at least one traditional and one
non-traditional methodology.
Crystal Methods Methodology: this strategy mainly put focus on the people, interaction community,
skills, talents, and communication with the belief that these are what have the first-order effect on
performance.
Extreme Programming (XP) Methodology: this is a methodology for creating a software. It allows
more flexibility within the modelling process and main objective is to reduce the cost of change in
software requirements.

Task 8: Context diagram

An external consultant has recommended the implementation of enhancements to the

university's student management system. The project brief is:

To add functionality to the Student Plus management system to allow student enrolments,
student attendance and student marks via the intranet.

The project brief also contains a broad list of the functions the system should support.

They are:

 Student self-enrolment for classes via internet

 Enrolled classes statement
 List of classes for each teacher
 Entry of student marks
 Entry of student attendance
 Results statement for each student

Create a context diagram that represents some of the functions that the new system will carry
out.

Results Student marks teacher

statement
Enrolment statement Student
students
Student attendance
Management
Class enrolment system
Class list
Task 9: Project constraints

Think about the type of constraints that might apply if you were investigating the options for
purchasing a new car.

There are mainly three type of constraints need to apply, showing as following

 Budget constraints: for example, buying cost, running cost; maintenance cost/ service cost
 Safety
 Aesthetic

Task 10: Organisational standards and templates

Organisational standards certainly affect your interactions with clients

Think of three areas where you need to follow organisational standards.

1. a confidentiality policy
2. referral protocols, including how referrals should be made, the kind of information that can
be shared with other services and any ongoing roles and responsibilities of each service with
regard to the client
3. A policy for how long client information is kept after clients are no longer involved with the
service. For example, different government departments produce documents that outline
legal requirements for their staff in relation to storing and maintaining information

 What do you find useful about using a set design or template?

Using a set design or template can save a lot of time and resources and can provide standard format
or guidelines

Task 11: Identify listening techniques

For each of the four scenarios, identify techniques that you, as the listener, should avoid

Also rewrite each listener's response using a more reflective technique.

Scenario 1

The vendor is attacking the customer as a way of avoiding the issue and shirking his responsibilities.
He could, instead, ask the customer to explain what goes wrong with the computer.

Scenario 2

The supervisor is avoiding the issue altogether. She is also being condescending (you'll be alright)
and sexist (you're attractive and well-presented). She also compliments while insulting (for someone
who did not even complete high school, you're doing very well already). She could, instead be more
supportive. She could, for example, ask: Do you feel that there are some jobs in the organisation that
you would like to try your hand at?

Scenario 3

The manager is avoiding the issue by nit-picking. He did this to try to embarrass and belittle the
customer. He was able to tell from the context exactly what the customer was saying but chose not
to listen or respond. He could say: Tell me about the last time it broke down. How were you using
the machine?
Scenario 4

The travel agent is getting the other person confused, angry and defensive. She could say instead: '
Tell me exactly what you found disappointing

Task 12: Question types

There are a number of question types you can use to get the information you need.

a. Name as many different types of questions as you can. Try writing an example of each.

1. Open-ended question

E.g. describe a wonderful journey you had with your parents

2. Multiple choice questions

E.g. Which one of the following options best describe you?

a teacher b student c staff d parents

3. Ordinal scale question

E. g. Please rank 1-5 five for your satisfaction of the service

4. Interval scale question

E.g. please describe how likely are to consider buy this product

Extremely unlikely 1-2-3-4-5 extremely likely

5.Ratio scale question

e.g. How many hours a day to do you spend on a computer?

b. Which of these types of questions seem more appropriate to either dealing with a customer
making a complaint or determining a client’s requirements?

 Multiple choice questions

 Interval scale questions

Task 13: Questioning skills

Practise your questioning skis by providing the answers for at least one of the following three
scenarios.

Scenario 1-computer store advice:

1. What is the main purpose for buying a computer?

2. What is your budget?

3. Do you have any preferred operating system?

4. What kind of computer size do you prefer?

5. Which brand do you prefer?

6. Do you need large storage for the computer?

Task 14: Choose an appropriate data gathering technique

Suppose you are a trainer at your organisation. You could be a work health and safety specialist, a
customer service expert or a computer software trainer, for example.

Which method of data gathering do you think would be most appropriate to assess your training
session? Give reasons for your choice.

Interview:

Reasons: Formal face to face interview is the primary information gathering technique. It involves
oral interview using a list of questions and may conducted at various levels small comprising eight
employees, it is much easier for the firm to set up a face to face meeting with its staff.

Task 15: Research some DMS applications.

Who are some of the vendors offering DMS? What kind of features do they offer and what

kind of organisations would most benefit from their application?

Contract Logix is a full featured contract management software system. The main feature is

that it provides comprehensive control to negotiate, manage and track contracts and

business agreements.

Beakon is a user friendly, cloud based system, which is best suited for business management

and compliance. It is simple to use and customise and cost effective.

Task 16-interface methods

Select a familiar IT process and attempt to document the data capture/input interface methods.
What are the positives and negatives of the selected method? In what way could the system be
improved?

When a legal Partners contracting with a new company, the company may request information for
marketing. The legal partner has the right to do this if it is stated in their privacy statement.

However, this could not be done with interfacing the system with the new system as legal partner
has information too critical to allow unauthorised persons

This means that the information will either be transferred or re-keyed into another system this case
the information will be transferred securely to ensure no errors. The disadvantages of this is that the
system may not be in the same format as the new system which would cause them to re-key the
information anyhow

Task 17-advantages of prototyping

Write a short paper discussing the advantages of building a prototype. Highlight instances where
this practice would be beneficia

Advantages:
 1. Building a prototype would reduce time and costs Prototyping can improve the quality of
requirements and specifications provided to developers

2. Building a prototype would improve and user involvement. Prototyping requires user involvement
and allows them to see and interact with a prototype allowing them to.

Task 18- Off-the-shelf solutions

An important part of preparing technical requirements documentation involves selecting or

eliminating pre-built products. Write a short paper detailing the advantages and disadvantages of
off-the-shelf software solutions.

A company can enhance their IT capabilities by use of off the shelf software. There are several
benefits that company should consider using the software. Companies can acquire the software to
meet IT requirements while reducing costs. Using the software can cut maintenance costs but
without losing any useful features. Also, the training costs are lower than other methods.
Nonetheless, investing in an off the shelf software are also need careful considerations. The analysis
for installing the system and learning how use it can be time consuming and complicated. In
addition, the company may has little control over the system because the vendors plan is fixed and
may not fit into firm's business.

Task 19 Library DVD burner

DVD BURNER- Hardware Evaluation Sheet

Evaluation Date: 17/10/16

Evaluated By: Huan

General DVD burner: a storage hardware

Description of
Item

Descriptions Supplier1 Supplier2 Supplier3

Suppliers Name ASUS LG LITE-ON

Website www.amazon.co www.amazon.co www.amazon.co

m m m

Equipment 24xDVD-Rw Serial Ihas324 24x DVD- Optical DVD Drive

Name/Model ATA internal OEM RW SATA Optical
DRIVE DRW- Disk Drive GH24NS80
24BIST

Criterion/Feature Mandatory/Ratin Relative Comment Score Comment Score Comment Score

s g Guide importanc
e (-1 to 1) (0 (0 (0
to10) to10) to10)

Cost Price incl GST 1 PRICE $18.44 PRICE$ 17.99 PRICE$ 29.99

10 9.0 7.6
Speed Speeds up to 24x 1 Extremely fast Very fast except Very fast except
good control over speed 10 for burning dual- burning dual
the speed Burn layer DVD -layer
DVD Folder to
Disc 9.5 9.5

Capacity Enough buffer 1 This model has a This model has The buffer
memory data buffer of 0.5 mb of buffer memory 0.75mb,
2mb, which is memory, which which is just fine
very good for an may cause slow in
internal device. burning and data 8
corruption 5
10

Software Compatibility 0 Very good 10 GOOD 9 GOOD 9

with other
software

Recommendation Highly Good choice but GOOD CHOICE but

recommended not the best not the best

Reason Overall score of Overall score Overall sore of

40. Easy to use, of33.. 33.5
fast, reliable,
affordable Fast ,easy to use, Fast, easy to
affordable, but used,good
less memory. memory but not
remarkable ,The
concern is the
affordability,
which is too
costly.

Task 20: Report of recommendation

Using your hardware evaluation from Task 19, prepare a formal report of recommendation for the
head librarian to present to the funding committee. Keep your audience in mind when producing
the report. Keep to simple recommendations, followed by explanations and technical details for
those who want them.

I would highly recommend ASUS 24XDVD-RW Serial ATA Internal OEM Drive DRW-24BLS for the
head librarian. This model scored highest of 40. It can burn DVDS at remarkable speeds up to 24x,
along with a number of lower speeds including 22x and 16x, with read speeds of 16x for DVDS and
48x for CDS. This ensures that users can have a good control over the speeds. It has data buffer of
2MB which is very good for an internal device. The software included is decent but the fast speeds
and good amount of buffer memory really make this a stand-out DVD burner. This ensures quick
access to any disc that are placed in it. In addition, this model also have very low power consumption
which is another bonus for the users
Task 21- Work breakdown structure

Apply the top down method and break down the following goals into several tasks and subtasks
and develop a simple work breakdown structure (WBS)for the LAN (Local Area Network) project
for Urban Wear's (a fictional company) new retail outlet.

Goals of the LAN project:

1.1 Establish LAN requirements

1.2 Design network configuration

1.3 Implement LAN

1. Divide the LAN project into major objectives

a. Establish the LAN requirements

b. Design network configuration

c. Implement the LAN

2. Divide the objectives into tasks

a. Establish the LAN requirements

i. Define software application list

ii. Define hardware platform

iii. Source hardware and software

b. Design network configuration

Determine number and location of workstations

Determine network operating system

Define switch and hub configuration

c. Implement the LAN

I Develop installation schedule

ii. Install and configure workstation

iii, Train end-users

3. Divide each task further as required…

Task 22- Controls

Use the following extract of a WBS for a network upgrade; identify control tasks that have been
included in the Analysis section of the Planning stage.
Control tasks included:
 Measure or estimate the duration of the task
 Plan/estimate the start date and finish date
 Estimate costs related
 Perform risk management and assessment

Task 23- Factors that impact on time estimates

What factors could impact on your time estimate for the installation and configuring of the
workstations for the LAN from Task 21?

There are many factors that may impact the installation and configuration of the
workstations including delayed delivery of hardware, slippage of task dependencies (for example, if
the network has not been configured before installation of workstation stats, it will not be possible to
use the disk cloning tool to install the standard operating environment), workers skill level;
availability of tools.

Task 24- Determining the positions required

Your company, Herriard, which has a staff of 600 full time and 200 part time employees has
decided to introduce sales training techniques on their Intranet site. The training course needs a
Learning Management System(LMS)which allocates units of work to the staff. Once in the system,
the staff can receive automated feedback and trainers can view staff progress through the system.
Herriard has decided to get an off-the-shelf product and adapt it to the company's needs You have
been given the job of managing the project.
List the job roles or positions that you would include in your team.
The team could be comprised of the following:
 an instructional designer to design the structure of the site and to train staff
 course writers
 a graphic designer to create a shell to reflect corporate identity
 a development team of 1-2 programmers to adapt the off-the-shelf Learner
 Management System to company needs
 a part-time network engineer
 a part-time server support

Task 25-Gantt chart

Task 26-Change negotiation

Issues: Tracking and delegation of open customer cases
Disagreement in change in I-CUE project
Bob thinks that there is a need to extend the project by adding the new tracking system of open
customer cases. He believe that this can retain the existing customer by resolving the lack of
following up service and benefit the company in terms of reputation and profit.

On the other hand, however, Peta thinks that the change in project is unnecessary and can increase
the cost to the firm.
Strategy
The best way to resolve the disagreement is to communicate. In this conflict situation, both parties
should talk freely about the problems The important thing they can do is that stay calm find a private
space sitting down and look for the real issue. Then both parties should engage in the conflict and
acknowledge any correct facts by the other one and explain themselves clearly. Finally, figuring out
how to solve that issue.

Task 27- Reviewing and reporting on implementation standard

The first Status Report indicated that the project was progressing better than planned. From the
graph, we can see that the project plan had been complete in less time than expected and data
gathering had commenced. It can be noticed that the project was off to a better than expected start
which is mainly due to the time saved in project planning.

Task 28: Installation tasks and resources

Resources:
 equipment to set up the switch:
 A PC with Windows 2000 or XP installed.
 A web browser(Internet Explorer 5.5, 6.0, Netscape 7.1 or later) with JavaScript enabled.
 A straight-through or crossover Category 5 Ethernet cable to connect your PC to the switch.
 black Phillips screw
 Screwdriver to tighten the screw
 Drill and other necessary equipment to install wall fasteners
 Find a 220v-240v power point near the switch mounting location
 The required number of UTP cables from workstations and ADSL router to
switch mounting location.

Tasks: From reading the install documentation your tasks might be:
1. Unpack the box and check switch for physical damage
2. Install the mounting brackets on the switch
3. Mount the switch on the wall
4. At this stage make sure there are no data connections to the switch.
5. Connect 240v power to the switch and turn on.
6. Wait for the switch SETUP LED to blink green
7. Press the SETUP button
8. When a switch port LED blinks green, connect your PC to that port.
9. When the SETUP LED turns green start a browser session on the PC.
10. Enter the network settings as follows:

Network settings described for Cisco Catalyst 500 Express network switch
Network settings Description
Management VLAN1
interface(VLAN)
IP assignment mode Static
IP address For example 172.16. 130. 250(you would have determined this
address from your investigations of the client's existing network)
Subnet mask For example, 255.255.255.0. (you would have determined this
address from your investigations of the clients existing network)
Default gateway For example, 172.16. 130.1 (you would have determined this
address from your investigations of the clients existing network)
Username For example, Admin (you would have determined this name from
your investigations of the client's existing network)
 Password You would have determined this password from your investigations
of the clients existing network.

11. Click Submit to save changes and finish basic configuration

12. Apply Smart ports roles as follows Ports 1 to 6 DESKTOP, Uplink port ROUTER (you have
determined this from your prior investigations into the client's existing network)
13. Connect devices
14. Test connectivity.

Estimated time for tasks

Task Time in hours
1 0.1
2-10 0.5
11-12 0.5
13-14 1.5
Total 2.6 hours(2 hours and 40 minutes)

Task 29 Data flow diagram

Appointment requested
Appointme
Patient
nt diary

Appointment
confirmed

Check Appointment Check

appointmen
t time

Which guidelines have not been followed in the above data flow diagram?
According to above flow diagram, some process descriptions are not using verb and data flow
description" check appointment time" should use noun. The left bottom data does not have a name
or description. Also, he"appointment confirmed"cam not flow directly from data store to patient.
Lastly, there are data flow into data store

Task 30: Determine client requirements

a. An important statutory requirement is that all financial documents of a business must be kept
for a minimum of seven years. What requirements would this place on any new system?
The new system should be designed to adapt the storage function of at least seven years of financial
documents. Hence, it would also useful to have the system designed to easily access to older
information or historical documents
b. A spare parts business has identified the ability of customers to order parts online as an added-
value requirement. What sort of added value will this provide to the business?
There are a number of added values. Firstly, it can improve customer satisfaction. Second, I can
increase productivity. Lastly, it can reduce wage expenses as most data should have stored in the
system and therefor no new staff needed for recording the data

Task 31: identify transitional issues

1. Because the new system will links to the accounting system, implementing a
computer system can affect accounting system
2. Since new systems provide quotes and other information on internet, they would need to build an
internet website
3. Training the employee to use the new system effectively

Task 32: Sign-off and quality management

ISO 9000 mainly sets out requirements for quality management system. It can ensure the quality of
the process and verify how the system will be managed or reviewed. The most important function of
ISO 9000 is that it sets out the criteria for sign off process. These processes are varied between
organisations.
 Authority-define who has the authority to sign off on documentation changes
 Obsolete Documents-describe what you do to these(shred, archive, etc.)
 Distributions-who gets the documents?
 Identification and revision-how do you identify documents? How do you track their
revisions?
 Appendices and forms-do you include appendices containing extra reference materials
pertaining to each document for sign-off?

Task 33: Design a sample sign-off form

Your task is to design a sign-off form that will serve as a template, or model, for other document
development projects. Your form may require some of the same elements as the following sign-off
document used by Mirra-mirra Multimedia (4M)for commercial projects
I have approved the project XXX. I agree to proceed the project with XXX
Name Position
Signature Date

Task 34: Implementation issues

Briefly list some of the environmental or cultural aspects to changes in the workplace that you might
need to take into account when implementing your project.
Environmental or cultural aspects in workplace.