The following task must be demonstrated in consistent performance in conditions that are safe and replicate the workplace. Noise levels, production flow, interruptions and time variances must be typical of those experienced in the general ICT industry, and include access to:
- Organisational policies, procedures and SLAs for the ICT industry
- Contexts for negotiating agreements and contracts
- Current ICT hardware and software products
For this task you are to complete the following activity to demonstrate your ability to interact with clients on a business level, on at least one (1) occasion.
Complete the following steps to review the client’s business domain:
1.Research the organisational service standards, values and culture to determine an understanding of the organisational environment of the clients business.
2.Investigate and document the goods and the services provided by the organisation.
3.If appropriate, review the current service level agreements (SLAS).
Develop new business with the client through completion of the following actions:
4.Research the client service needs and their preferred level of service.
5.Research opportunities for new business with the client.
6.Develop draft at least one clear, concise and comprehensive proposal to cover the at least one of the new initiatives, including the proposed cost and timeframes.
Complete the following steps to negotiate new business initiatives with the client:
7.Conduct a session with the client, and present the new opportunities in a clear, concise and comprehensive manner, including the proposed cost and timeframes.
8.If required, negotiate terms with the client, accurately recording any alterations
9.Clarify any areas of uncertainty or disagreement.
10.Accurately document the agreement negotiated with the client.
Complete the following activities to monitor, adjust and implement procedures to maintain the client focus
11.Formulate and implement the new business.
12.Assess the progress in achieving the new client initiatives.
13.Gather feedback from the client to improve the proposals.
14.Adjust the service provided to the client, based on the client feedback, in line with the organisational guidelines, and document the changes to the new provisions.