Subheading Update ICT system operational procedures ICTSAS506 ASSESSMENT GUIDE 1 ICTSAS506 ASSESSMENT GUIDE XXXXXXXXXX13 Assessment Task A Part 1: Short written questions Purpose: Written questions...

Subheading
Update ICT system operational procedures
ICTSAS506
ASSESSMENT GUIDE
Assessment Task A
Part 1: Short written questions
Purpose:
Written questions assess the required knowledge needed to undertake the tasks as outlined in the performance criteria and elements.
Candidate instructions:
The candidate is to answer the following theoretical knowledge based questions correct. The candidate may refer to their learning materials and conduct any research necessary when completing answers.
1. Define what a client domain is. (25 words)
Client’s domain is characterised by the culture of the organization and the business model. It is
    
the business domain which the software project shall impact.
2. Discuss the factors you should consider when reviewing current technical and user documentation (100 words).
The factors to be considered during reviewing a technical and user document include accuracy, completeness, comprehension and style. It is important to show to the document developer that the information provided in the document is correct, balanced and complete and to ensure that the scope of the content is appropriate to the documentation. The document should follow a logical flow and should be comprehensible. The review should include constructive feedback for each specific section of the document. Another important factor is the documentation format. With correct format, the flow of information shall follow the sequence of stating the problem, challenge, supporting evidence, solution and conclusion.
3. Explain the following types of standards for documentation:
a. Documentation process standards. (30 words)
Documentation process standards are set of rules for software engineering activities that ensure quality of software products. The documentation process standard includes preparator phase, development phase and post-implementation phase (support and maintenance)
b. Document standards. (30 words)
Document standards are defined by the accuracy of information, completeness of necessary elements, usability and expandability. In other words, it is the ease with which the documentation can be modified and appended.
c. Document interchange standards. (30 words)
Document Interchange standards are used when it is required to interchange documents among workstations or to interchange versions of the document between publisher and author. Example: Computer Graphics Interfacing Techniques for Dialogues with Graphical Devices
4. Provide three examples of documentations tools that are commonly used in Australian businesses. (5 words)
1. H5P Documentation Tool
2. Enterprise Process Center
3. Document360
5. Discuss the role stakeholders play in updating operational procedures. (60 words)
The final signoff on an updated operational procedure is given by stakeholders The stakeholders answer the key questions so that the principles are settled. The stakeholders are consulted regarding policies and principles. They read policy and guide staff about appropriate judgements. The stakeholders are responsible for updating and reviewing policies and procedures relevant to their business.
6. Who will you submit your operating procedures to for approval? (20 words)\
I would submit the operating procedures to the immediate superior such as the line manager for approval.
7. Identify two ways in which you can store technical and user documentation. (20 words)
1. In the form of digital service manuals
2. Keeping within secure location
8. What are the elements of a good report? (40 words)
A good report has the elements as Title Page, Summary, Table of Contents, Introduction, Body (Tables, Figures), Conclusion, Recommendations, References and Appendices. The elements are integrated to convince the reader about the current position, convince them to act and clearly communicate a solution to aid decision making.
9. Outline the features each of the following hardware and software items (30 words)
a. Google drive. (20 words)
Allows sync of files, saves content from the internet to the drive, saves gmail attachments in the drive, offers offline extension to work even without internet connection.
b. Intel processor. (40 words)
Offers excellent system responsiveness, desktop productivity and performance, base clock tuning, minimum number of memory channels is 2, offers Intel Optane memory support.
c. Microsoft Office. (40 words)
Versioning, sharing of large files as URL, simple file and document sharing, smart lookup feature to find a word, charts like waterfall, Pareto, etc., integration with Skype to allow users to have Skype capabilities in meeting with remote team members, cross device support.
10. Why is review and feedback important before finalising the operating procedures? (65 words)
    A review is important to describe the values of standard operating procedures. It describes the importance of operating procedure from perspective of each reviewer discussing critical relevance of information and any shortcomings like performance variation, inconsistent quality, misinterpretation or miscommunication of information.
Assessment Task B
Part 1: Case Study
Purpose:
Case studies are used to assess the required knowledge and skills needed to undertake the tasks as outlined in the performance criteria and elements.
Assessor instructions:
Candidates are required to analyse the case study, interpret core concepts and apply their knowledge and skills to answer the questions that follow.
Candidate instructions:
You are part of a team upgrading the client order system for an online mug company. Because the retail agents of the company are expected to work independently, having an updated operating procedure for the online order form is essential. Jenny your supervisor, met with the client. She interviewed their leading retail agent, Andrew, about the new system. She has provided you with a transcript of the interview, and a copy of the old operational procedure, and asked you to update it.
You are required to read the information provided and answer the questions that follow.
    Transcript of operational procedure interview with Andrew Manning (05/02/18, 10:25)
Jenny:         Can you tell me the steps you take when receiving an order
Andrew:     When the customer places the order, it appears in the order log here. What I need to do is check the order details for errors, and click on CONFIRM, which sends the order to the production department. I usually check that the price paid is correct, that the order is in stock, and that the customers address is correct. The order details then appear on the system, see here. I need to click on EMAIL which sends an email to the client confirming their order.
Jenny:         What were the major changes in the procedure?
Andrew:    Oh, uh, let me think. Well the system is now more automated, and retail agents deal with the entire process, which means the operations manager no longer has to act as a middle man between sales and manufacturing. Before, we had to manually process the orders at each step. Now that is all done using the online order form. All we need to do is confirm the details really. It’s actually really awesome, because now we can process orders within an hour of receiving them and spend more time on our other tasks. Also, all data is stored automatically on a cloud database, so there is way less recording of details. It’s all done by the system.
Jenny:        How many people are using the system?
Andrew:    Right now, it’s me and Mark, the other retail agent. However, he will be leaving us next week, and I think our boss has hired a new lady to replace him.
Jenny:    Do you think she will need training for the system?
Andrew:    She will get a day’s training and orientation, but we work remotely, so she will pretty much be on her own. But it’s pretty straightforward when you know how.
Jenny:    Are there any work health and safety considerations you know of for using the system?
Andrew:    Uh, I don’t know anything about that. But I do know we have a user authentication process for logging onto the system, which protects the client data.
Jenny:     You have been a huge help. I don’t want to waste any more of your time. Thanks so much for the information.
        Document #
1506150085
    Title:    
Receive and process online mug order
    Print Date:
15 July 2015
    Revision #
2.3
    Prepared By:
Spencer Richards
    Date Prepared:
1 July 2015
    Effective Date:
01 June 2015
    Reviewed By:
Doreen Pieterson
    Date Reviewed:
5 July

Policy:    
Orders need to be processed so as to secure client data and process the order within 48 hours of receiving payment.
Purpose:    
To ensure that all retail agents are processing the orders accurately, and to minimise order errors.
Scope:    
This procedure affects sales, as they will be processing the orders. It also affects manufacturing. As orders cannot be made until they are correctly processed. Errors in sales processing, especially for custom orders, may lead to errors and wastage in manufacturing. It also affects client relations, as orders need to be documented consistently in order to track orders for customer services and record keeping purposes.
Responsibilities:
· Retail agents: Responsible for receiving and processing orders
· Operations manager: receive and distribute the order to manufacturing.
· Administrator: Send email and liaise with customer.
Document and record checklist
· Order email
· Proof of payment
· Email confirmation
· Order log
Procedures for receiving orders:
Instructions for retail agent:
Operations manager procedure:
Questions
1. From the given information, compare the current system to the user documentation. What inaccuracies have you identified? (45 words)
Answer: In the current system, the order is recorded and invoice is sent to the customer via email after confirming the order specifications, customer address, payment. However, order is recorded and invoice is sent before these confirmations in the user documentation. Furthermore, orders are processed within an hour while the documentation states 48 hours as processing time.
1. Using the template provided, update the procedures for review. (180 words)
        Document #
1506150090
    Title:    
Receive and process online mug order
    Print Date:
    Revision #
3.0
    Prepared By:
    Date Prepared:
    Effective Date:
    Reviewed By:
    Date Reviewed:

Policy:    Orders need to be processed so as to secure client data and process the order within an hour of receiving payment.
Purpose: To ensure that all retail agents are processing the orders accurately, and to minimise order errors and automate the order management system.
Scope:    
Responsibilities:
· Retail agents: Responsible for receiving and processing orders
· System: distribute the order to manufacturing and send automated email to customer confirming the order.
Document and record checklist
· Online Order Form
· Email confirmation
Procedure for receiving orders:
1. Who will you submit the proposed operational procedure to for review?
Answer: The operational procedure will be submitted to Andrew for review since he knows the system process.
Assessment Task C
Part 1: Project
Purpose:
Projects enable students to apply their skills and knowledge as per the unit requirements.
Assessor instructions:
· Candidates are required to develop an operational procedure document for the system outlined below, using the template provided. In particular, they need to:
· Assess the system and the procedure for operating it.
· Develop a procedure for the system
· Document the operating procedures using the template provided.
Candidate instructions:
You are required to develop a standard operating procedure document for the following situation:
    There is a small business team...