Assessor Resource

ICTSAD504
Implement quality assurance processes for business solutions

Assessment tool

Version 1.0
Issue Date: May 2024


This unit describes the skills and knowledge required to define and implement quality assurance processes and procedures to ensure that business solutions achieve quality performance expectations.

It applies to senior information and communications technology (ICT) staff in a range of areas that are required to ensure quality in ICT systems.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)


Evidence Required

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. Plan business quality assurance process

1.1 Determine business quality performance expectations and benchmark standards

1.2 Develop business standards and guidelines for achieving each benchmark

1.3 Allocate strategic quality responsibilities for meeting business standards and guidelines according to business procedures

1.4 Document expectations, standards and benchmarks in a quality plan based on business documentation standards

1.5 Identify appropriate quality management systems guides, including quality management plan for complex activities

1.6 Communicate quality policy and procedures to appropriate stakeholders

2. Implement quality policies and plans

2.1 Write quality policy for business directive

2.2 Create quality management plan for business solution

2.3 Distribute quality management plan to key people for feedback

2.4 Analyse feedback to determine if corrective action needs to be taken

2.5 Make changes to quality management plan, if required, to incorporate corrective action

2.6 Allocate key quality tasks and functions to appropriate person as per the quality management plan

2.7 Establish and document a quality reporting and monitoring program

2.8 Check and document skills of staff to ensure that they are able to meet the quality standards required

3. Control quality assurance processes

3.1 Implement quality performance guidelines, procedures and processes as per the quality management plan

3.2 Obtain stakeholder feedback, including client satisfaction to monitor implementation of quality processes

3.3 Monitor quality process performance as per the quality management plan

3.4 Report on monitoring of quality performance to key decision makers

3.5 Identify and record breakdowns in the system and create corrective action requests

3.6 Take immediate corrective action, where necessary

4. Improve quality

4.1 Collect, analyse and measure quality performance results against benchmarks to determine if quality standards are being met

4.2 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

4.3 Determine corrective actions to be taken and assign responsibility for taking the action where appropriate

4.4 Identify who will be responsible for quality improvement

4.5 Implement corrective action solutions and measure performance

4.6 Review and adjust benchmark standards periodically in order to improve quality performance

4.7 Document quality performance results and disseminate the information to stakeholders as appropriate

4.8 Review business procedures at predetermined schedules as part of a management review process and quality reporting function

Evidence of the ability to:

plan and implement appropriate processes and procedures to ensure quality expectations are met

constructs quality standards that can be measured quantitatively and applied universally

document quality assurance standards

monitor and review quality assurance standards and processes.

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:

explain copyright and intellectual property relating to information and communications technology (ICT) systems development

outline features of business models

explain the relevance to the development of quality assurance and quality management plans of:

International Organization for Standardization (ISO)

International Electrotechnical Commission (IEC) standards

Australian Standards (AS)

describe quality concepts applied to ICT

outline quality improvement processes

explain techniques of technical performance measurement

explain the implications of website architecture, including operating system on:

privacy

accessibility

equity

describe the structure of a quality assurance management plan and list the standards that may be included.

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 systems analysis and design field of work, and include access to:

relevant quality standards

data related to the business model

organisational guidelines that apply to quality standards.

Assessors must satisfy NVR/AQTF assessor requirements.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENT

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Plan business quality assurance process

1.1 Determine business quality performance expectations and benchmark standards

1.2 Develop business standards and guidelines for achieving each benchmark

1.3 Allocate strategic quality responsibilities for meeting business standards and guidelines according to business procedures

1.4 Document expectations, standards and benchmarks in a quality plan based on business documentation standards

1.5 Identify appropriate quality management systems guides, including quality management plan for complex activities

1.6 Communicate quality policy and procedures to appropriate stakeholders

2. Implement quality policies and plans

2.1 Write quality policy for business directive

2.2 Create quality management plan for business solution

2.3 Distribute quality management plan to key people for feedback

2.4 Analyse feedback to determine if corrective action needs to be taken

2.5 Make changes to quality management plan, if required, to incorporate corrective action

2.6 Allocate key quality tasks and functions to appropriate person as per the quality management plan

2.7 Establish and document a quality reporting and monitoring program

2.8 Check and document skills of staff to ensure that they are able to meet the quality standards required

3. Control quality assurance processes

3.1 Implement quality performance guidelines, procedures and processes as per the quality management plan

3.2 Obtain stakeholder feedback, including client satisfaction to monitor implementation of quality processes

3.3 Monitor quality process performance as per the quality management plan

3.4 Report on monitoring of quality performance to key decision makers

3.5 Identify and record breakdowns in the system and create corrective action requests

3.6 Take immediate corrective action, where necessary

4. Improve quality

4.1 Collect, analyse and measure quality performance results against benchmarks to determine if quality standards are being met

4.2 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

4.3 Determine corrective actions to be taken and assign responsibility for taking the action where appropriate

4.4 Identify who will be responsible for quality improvement

4.5 Implement corrective action solutions and measure performance

4.6 Review and adjust benchmark standards periodically in order to improve quality performance

4.7 Document quality performance results and disseminate the information to stakeholders as appropriate

4.8 Review business procedures at predetermined schedules as part of a management review process and quality reporting function

Evidence of the ability to:

plan and implement appropriate processes and procedures to ensure quality expectations are met

constructs quality standards that can be measured quantitatively and applied universally

document quality assurance standards

monitor and review quality assurance standards and processes.

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:

explain copyright and intellectual property relating to information and communications technology (ICT) systems development

outline features of business models

explain the relevance to the development of quality assurance and quality management plans of:

International Organization for Standardization (ISO)

International Electrotechnical Commission (IEC) standards

Australian Standards (AS)

describe quality concepts applied to ICT

outline quality improvement processes

explain techniques of technical performance measurement

explain the implications of website architecture, including operating system on:

privacy

accessibility

equity

describe the structure of a quality assurance management plan and list the standards that may be included.

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 systems analysis and design field of work, and include access to:

relevant quality standards

data related to the business model

organisational guidelines that apply to quality standards.

Assessors must satisfy NVR/AQTF assessor requirements.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Determine business quality performance expectations and benchmark standards 
Develop business standards and guidelines for achieving each benchmark 
Allocate strategic quality responsibilities for meeting business standards and guidelines according to business procedures 
Document expectations, standards and benchmarks in a quality plan based on business documentation standards 
Identify appropriate quality management systems guides, including quality management plan for complex activities 
 
Write quality policy for business directive 
Create quality management plan for business solution 
Distribute quality management plan to key people for feedback 
Analyse feedback to determine if corrective action needs to be taken 
Make changes to quality management plan, if required, to incorporate corrective action 
Allocate key quality tasks and functions to appropriate person as per the quality management plan 
Establish and document a quality reporting and monitoring program 
Check and document skills of staff to ensure that they are able to meet the quality standards required 
Implement quality performance guidelines, procedures and processes as per the quality management plan 
Obtain stakeholder feedback, including client satisfaction to monitor implementation of quality processes 
Monitor quality process performance as per the quality management plan 
Report on monitoring of quality performance to key decision makers 
Identify and record breakdowns in the system and create corrective action requests 
Take immediate corrective action, where necessary 
Collect, analyse and measure quality performance results against benchmarks to determine if quality standards are being met 
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 
Determine corrective actions to be taken and assign responsibility for taking the action where appropriate 
Identify who will be responsible for quality improvement 
Implement corrective action solutions and measure performance 
Review and adjust benchmark standards periodically in order to improve quality performance 
Document quality performance results and disseminate the information to stakeholders as appropriate 
Review business procedures at predetermined schedules as part of a management review process and quality reporting function 

Forms

Assessment Cover Sheet

ICTSAD504 - Implement quality assurance processes for business solutions
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ICTSAD504 - Implement quality assurance processes for business solutions

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