This unit requires the team member to identify, evaluate, select and implement relevant e-commerce systems to meet budget, operational and customer satisfaction targets. It involves systems, policy and protocol development to ensure e-commerce systems meet strategic targets and security requirements.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Manage e-commerce solutions.

1.1

Identify technologies relevant to e-commerce solutions.

1.2

Determine capabilities and limitations of the internet.

1.3

Determine impact and use of websites.

1.4

Evaluate e-commerce solutions for compliance to business outcomes and customer requirements.

1.5

Monitor e-commerce system for ability to meet peak demands.

1.6

Collect and review strategic data on ongoing effectiveness of e-commerce solutions.

1.7

Plan development of e-commerce systems.

1.8

Manage budgets for e-commerce systems, human and hardware resources and infrastructure.

1.9

Undertake modifications or customisation of e-commerce systems to meet changing internal or external customer demands.

2

Maintain the function and interrelation of component e-commerce systems.

2.1

Ensure languages used across e-commerce systems deliver systems, application and business requirements.

2.2

Ensure programming of systems and processes delivers business and customer outcomes.

2.3

Ensure design features of websites deliver marketing, brand and business image and strategic outcomes.

2.4

Review web pages and internet presence for appropriateness to customers and sales requirements.

2.5

Ensure programs and applets deliver systems and business requirements.

2.6

Ensure hardware and interface components of a computerised communications network deliver systems requirements.

3

Verify interconnection of e-commerce systems.

3.1

Identify business and operational outcomes sought from systems interconnection.

3.2

Confirm options for interconnection of e-commerce systems and users.

3.3

Ensure e-commerce systems interact and connect to achieve business and process outcomes.

4

Establish protocols and access procedures for customers.

4.1

Establish protocols and access procedures for customers, including access, security, payment and third-party access to information or technology.

4.2

Maintain security and confidentiality of e-commerce systems.

4.3

Maintain security of hardware.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

determine resource requirements and limitations

use appropriate technology to achieve system and business outcomes

interpersonal communication skills to:

consult with stakeholder and system users through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

review procedures to constantly improve effectiveness

review web pages and internet presence for marketing purposes

analytical and problem-solving skills

establish protocols and access procedures

literacy skills in regard to:

reading and understanding product information

reading and understanding business policy and procedures

recording information

numerical skills in regard to:

estimating and calculating costs relevant to e-commerce systems

manage budgets for e-commerce systems.

The following knowledge must be assessed as part of this unit:

system purpose and processing requirements

relevant sources of information on product and supply arrangements for customers

business policy and procedures in regard to:

job role and responsibilities

trading and e-trading

quality measures and principles

systems maintenance protocols and procedures

budget and financial reporting

OHS

technological and e-commerce systems and software knowledge and skills

capabilities and limitations of the internet and e-commerce solutions

manufacturer specifications for use and maintenance of equipment and systems

system and software languages and interoperability

customer needs

user needs

relevant legislative requirements affecting privacy, confidentiality, security and electronic transactions.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

capacity to develop inventory, distribution and supply processes and policies for an e-business

managing and supervising e-commerce solutions within a specific work context

following protocol required to maintain and complete e-business operations

operational efficiency and reliability of chosen e-commerce systems, including management of maintenance, security and access

effective communication links with customers, staff and management

collects and analyses accurate data on operational efficiency of e-commerce systems and compliance of systems with manufacturer and business requirements

manages e-commerce systems according to budget, operational and customer satisfaction targets.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated work environment

relevant documentation, such as:

business and marketing plans

business policy and procedures manuals

industry codes of practice

information and performance data on existing business model and IT infrastructure

information on:

markets

products and services

suppliers

e-commerce technologies

a range of business customers with different requirements.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of performance in the workplace

third-party reports from a supervisor

customer feedback

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Technologies may include:

electronic data interchange (EDI)

secure payment systems

digital imaging equipment

bar coding equipment

hand-held equipment

transmission technologies:

Ethernet

optical fibre

gigabit networks

cables

cellular transmission

infrared

satellite

intranet

internet

reliable message passing, interoperability

network technologies:

servers

clients

access control.

Methods to evaluate e-commerce solutions may include:

stakeholder consultation

development of a business case

modelling results

cost-benefit analysis

data analysis

comparison of internal versus outsourced provision

deciding whether to buy or lease.

Customer requirements may include:

product information

quotations

price notification

product and service availability

logistics (e.g. national or international delivery)

warranties

payment options

post-purchase support and service.

Strategic data may include:

response times

scalability

traffic

security

customer demographics

customer confidence

customer expectations.

Languages may include:

HTML

XTML

Java

PERL.

Systems and processes vary according to:

system configuration

business

software and hardware

software set up

manual and electronic processing requirements

data type.

Business and customer outcomes vary according to:

product, range, line, or category performance requirements

objectives such as:

price

profit

brand share

market share.

Internet presence may include:

website

advertising banners

web search and access relationships

referring links

product information, sales and marketing.

Customers may include:

new or repeat contacts

internal and external contacts

customers with routine or special requests

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities

domestic or international customers.

Security and confidentiality may include:

principles of digital cryptography, steganography and public-key cryptosystems

cryptography standards (e.g. government security policy, international standards)

digital signatures, digital escrow, certification

virus protection

secure communications

intrusion detection and countermeasures: password attacks, virus detection and removal

copy and counterfeit detection: digital watermarks, electronic notaries

privacy and anonymity protocols: third-party order or purchase.

Sector

Cross-Sector

E-Business

The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.