List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Review client’s business domain | 1.1 Research organisational service standards, values and culture to understand the organisational environment 1.2 Investigate and document the goods and services provided by the organisation 1.3 Review current service level agreements (SLAs) if appropriate |
2. Develop new business with client | 2.1 Research client service needs and preferred level of service 2.2 Research opportunities for new business with client 2.3 Develop draft proposals to cover these new initiatives |
3. Negotiate new business initiatives | 3.1 Conduct a session with the client to present the new opportunities 3.2 Present proposals to the client in a clear, concise and comprehensive manner 3.3 Present proposed cost and timeframes to the client 3.4 Negotiate terms with the client and record alterations if required 3.5 Clarify areas of uncertainty or disagreement 3.6 Document agreement negotiated with the client |
4. Monitor, adjust and implement procedures to maintain client focus | 4.1 Assess progress in achieving new client initiatives 4.2 Gather client feedback to improve the proposals 4.3 Adjust service provided to the client based on client feedback and in line with organisational guidelines 4.4 Document changes to new provisions |
Evidence of the ability to:
assemble a proposal for a new business initiative
develop a strong awareness of the clients business
present and negotiate a proposal with the client
formulate and implement new business
monitor and maintain client relationship and requirements of service.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
To complete the unit requirements safely and effectively, the individual must:
discuss business practices relevant to understanding client needs, including:
change management
information gathering techniques
planning process, including development of information and communications technology (ICT) business solutions
preparation of reports
identify current industry accepted hardware and software products relevant to client services and support, including:
general features and capabilities
vendor product directions
identify and interpret legal principles of commercial contracts and service level agreements (SLAs)
interpret organisational policies, plans and procedures, including contracting
summarise the concepts of negotiation and the process for building business relationships.
Gather evidence to demonstrate 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.
Assessors must satisfy NVR/AQTF assessor requirements.