Marking Guide for Task 1

ICAS3031A

Marking Guide for Task 1

To demonstrate competency, the learner should be able to perform the following actions.

1)Examine the supplied help desk calls. There a two new calls, and six completed calls.

I’m confused by the next two items. Do they both refer to call 261?. Neither of the current calls mention a computer ‘freezing’. Job 160 hasn’t been addressed?

2)Find (?) the help desk call for the Apsun printer, which has a similar solution to a previous problem. This can be demonstrated by completing the supplied job description form. Note that the Apsun brand is not real, as I did not want to list problems with specific printers.

3)Complete a job description form for the new call for a computer which is freezing. The learner may undertake some preliminary investigation at this stage to find some possible causes. I would not expect that all learners could suggest a solution to this problem at this stage, without undertaking further investigation. The purpose of this task is not necessarily to find a solution to the problem at this stage. We are looking for their ability to investigate and document support issues. The follow up questions provide an opportunity for learners to demonstrate awareness of client support issues.

4)It may be possible for the learner to obtain client feedback in several ways. An assessor could role play the client to provide feedback. This could be done face to face, or by email or telephone.

As I see it, the tasks are not really for assessment, they are still for formative learning. A teacher may choose to use them as assessments, but that’s not our decision.

Depending on the circumstances of the assessment, some alternative assessment strategies could be undertaken. These could involve the use of help desk software. The assessor could enter calls into the software, and get the learner to examine these. These should include a combination of new problems, and problems that have similarities to previous calls. Learners could then undertake investigation and documentation of support issues. Some method should be used to notify the client of the results of the investigation. The assessor can perform the role of the client to supply feedback, and the student may need to preform some action as a result of the feedback.

Learners could be involved in real-world activities which involve dealing with problems from clients. Calls should be recorded and investigation performed. Learners should be able to demonstrate that they can search for previous problems which have similarities, perform a basic level of investigation, and document the relevant issues. The client should be notified, and feedback sought and acted on, if appropriate.

TASK 2 SUGGESTED RESONSE – IDENTIFY AND DOCUMENT CLIENT REQUIREMENTS

1.

SOLUTIONS R US

CUSTOMER REQUIREMENTS LOG

CUSTOMER’S NAME / NowDays Newsagencies
CONTACT NAME: / Teacher’s Name
CONTACT PHONE NO / Teacher’s Phone Number
SPECIAL CONTACT DETAILS / Can only contact after 11.30 am and before 2.30 pm Monday, Wednesday and Friday
OVERVIEW OF TASK / Sales staff need to be able to access catalogue information offline.
DETAILS OF TASK / A storage medium is required to allow sales staff to easily:

• Access catalogues in electronic form whilst working with clients;
• Update catalogues from the intranet site as required.
• Cheap and reliable storage medium required

ADDITIONAL REQUIREMENTS / To be completed by customer
We need a solution to the problem as outlined above.
……………………………………
Signed
………………………… Date

35 marks

2The document would be updated with any additional requirements made by the teacher. Alternatively, it would be sufficient for the student to note that no additional requirements had been identified during investigation.

5 marks

3

SOLUTIONS R US

CUSTOMER CONTRACT

CUSTOMER’S NAME / NowDays Newsagencies
CONTACT NAME: / Teacher’s Name
DETAILS OF WORK TO BE CARRIED OUT / Purchase of one Sony Blazer 512 MB memory stick per sales person
At a cost of $50 each = $500.
Memory sticks to be delivered to NowDays Newsagencies at 15 Overlander Road, Newpalace.
Memory sticks provide a cheap, reasonably reliable, simple-to-use method of storing medium sized files. Since you require approximately 300 MB of storage for each sales person this will allow for considerable growth in the size of the data.
ISSUES OUTSTANDING / Technical Support to be provided – type and cost
TOTAL COST / $500.00 Plus $30.00 delivery to be provided.
DATE REQUIRED / To be delivered by (give date in two weeks time)
Signed / ………………………………….
Customer’s Signature
Signed / ………………………………….
Solutions R Us Representative

35 marks

4 Having gained approval to the solution, who will you pass this on to at Solutions-R-Us? You have authority to spend up to $100 in total on behalf of the organisation. Larger sums must be approved by your supervisor and goods purchased using an official Purchase Order.

I will pass the approved solution to _Linda Ruse, my Supervisor for approval.

2 marks

5

Student / Hi, it’s …………. Here from Solutions R Us. Have you got a few minutes to discuss the order you placed with us for the Memory Sticks for your sales staff?
Other / Yeah. That would be great
Student / Well, everything is fine with the hardware which should arrived by …….. I’m just wanting to confirm with you what you other support you feel you might want from us.
Other / Well, I’m not sure. Do you have any suggestions? The sales staff are great at what they do, but they struggle a bit with the computer side of the job.
Student / Well the memory sticks are pretty reliable, and pretty use to use. But perhaps the staff could use some sort of written guide to using them. Do you think that would be useful?
Other / Well, yeah. I guess they’d have to be able to use them to get the stuff off the intranet, as well as for displaying catalogues to our customers.
Student / Yes. We could include that in a written guide if it’s useful.
Other / Yes. That sounds like a good idea. Can you give me an idea of how much that would cost.
Student / Do you think you would be right if we just provide the document for you to distribute to your staff, or would you like us to show someone there in your organisation?
Other / No. I’ve used these things before. I’d be able to show them when they stop in next time. It would be useful though if they had a pretty basic guide to using the thing in case they get stuck out in the field.
Student / OK. Well, you’d be looking at $200 for us to provide 12 copies of a user guide to you so you can distribute it would the memory stick.
Other / $200. And you’ll provide hard copies of the guide?
Student / Yes. That’s right.
Other / Fine. That sounds good to me.
Student / OK. I’ll just draw up a customer contract and fax it over to you for signature so we’re both clear about the technical support.
Other / OK. I’ll watch out for it, and fax it back when I’ve signed it.
Student / Thanks. It sounds like we’ve got it sorted out. Is there anything else you can think of that we might be able to help you with?
Other / No, not at the moment thanks. I think the staff will be happy that they’re not lugging those great volumes of catalogues around. Should keep them happy for awhile. Thanks anyway.
Student / OK. Bye.
Other / Bye

SOLUTIONS R US

TECHNICAL SUPPORT CONTRACT

CUSTOMER’S NAME / NowDays Newsagencies
CONTACT NAME: / Teacher’s Name
TYPE OF TECHNICAL SUPPORT TO BE PROVIDED / Training manuals (12 of in hard copy) for use of memory sticks to open and retrieve files
TIMEFRAME FOR SUPPORT TO BE PROVIDED (List any sub-activities to be completed and review times) / None specified. One week from today’s date
DELIVERABLES OF TECHNICAL SUPPORT (List any physical equipment, manuals, face-to-face training, web-based training etc) / Twelve (12) hard copies of training manual
TOTAL COST / Two hundred dollars ($200)
FINAL DATE FOR COMPLETION (If not ongoing support) / One week from today
Signed / ………………………………….
Customer’s Signature
Signed / Student’s signature………………………………….
Solutions R Us Representative

23 marks – 3 marks costing; 20 marks Technical Support Contract

TASK 3 – LIAISE WITH CLIENTS – SUGGESTED RESPONSES

1CHECKLIST FOR LIAISING WITH CLIENTS

Client’s Requirements Confirmed:

In discussions

In writing (with signatures of client and provider)

Additional Requirements Identified following confirmation:

In discussions

In amended documentation

Approval Obtained from Client to Implement Solution:

In written form (this might include an order or letter of confirmation from the client)

Level of technical support to be provided is discussed and agreed to:

In discussions

In written form

Suitable time for technical support to be delivered is agreed to

Manuals or other help documentation are provided

50 Marks

HELP MANUAL – MEMORY STICKS

Student should refer to make and model of the hardware

A document should be provided in written form in terms of a step by step procedure for:

Storing information on the memory stick

Retrieving information from the memory stick.

Students who provide diagrammatical help manual should be awarded more marks, however a pure text based manual is acceptable.

50 marks

TASK 4 OBTAIN AND REVIEW CLIENT FEEDBACK

Question 1

A review of the existing customer feedback mechanism used at Solutions-R-Us.

Students should identify the following weaknesses.

• The lack of many qualitative questions to allow clients to provide more indepth information.

• It would be better to be able to identify exactly what service the client received.

• Some questions seem to be duplicated, eg satisfaction with a particular service (Question 4) and then satisfaction with overall service (Question 5).

• It might be useful to include Not Applicable options, such as Question 4.

• There are no identifiers as being the document of Solutions-R-Us.

• There are not instructions to the customer for completing the form, eg tick a choice, put a cross in the box to show your choice, etc.

Student should identify the following strengths:

• The characteristics of clients can be matched with particular responses, eg what type of financial arrangement, what regularity etc.

• The general area of service provided can be identified, ie help desk, hardware or software.

• A very direct request for ideas for improvement is included. This allows for anecdotal comments to be made by clients which may provide more indepth information.

• The motivation of customers can be identified, ie what aspect of service is most important to our customers.

• Lots of quantitative data can be gathered. This might be useful to see improvements or deteriorations over time, and to be able to provide very factual reports.

• The questions are generally clear and unambiguous.

• The survey is fairly quick and simple to complete.

Students should provide an updated client feedback form based on removing or amending the things you found to be weaknesses.

75 marks – 50 for identified improvements; 25 for updated form taking into account all strengths and weaknesses identified.

Question 2

REPORT ON CLIENT FEEDBACK RECEIVED FROM CLIENT SURVEY FORMS

Three clients provided feedback using this mechanism. The following findings were made from the surveys:

1It is not clear which element of our services is more important to our customers.

2It is not possible to determine what contract is mostly taken by our customers.

3The frequency of our customer’s contact varies between regular and irregular use.

4Two customers were dissatisfied with our software solutions, whilst one of these was satisfied with our help desk service. Both were satisfied with our overall service

5One customer was highly satisfied with our hardware solutions, whilst being very satisfied with our overall service.

6One customer would probably recommend us; whilst the other two identified that they were not sure or probably would not recommend us.

7The type of anecdotal feedback received varied. One customer suggested we should investigate our pricing structures. A second customer indicated our software area needs attention. The third customer did not suggest any areas for improvement.

Overall, it seems we need to investigate our software support services.

Generally customers identified they were at least satisfied with our overall service. However, there is obviously room to improve our services.

Student’s Name

Today’s Date

25 marks

SUGGESTED RESPONSE TO TASK_5

No 1

1. Brief description of task

Learner should be able to state two reasons for using e-learning

Learner should be able to access the Internet

Learner should be able to change url to get to desired web site

2. Skills the learner needs to perform this task

(Specify level of skill required, if necessary.)

Skill / Needs to Develop / Currently Holds
A / Learner should develop a positive attitude towards e-learning.
B / Learner should be able to start up Internet software application.
C / Learner should be able to change url from home page to required web site for e-learning

3. Attitudes the learner needs

• A positive attitude to e-learning

4. Ongoing support or mentoring

Further instruction will be given at a later date on using the web site for e-learning.

No 2

SUGGESTED RESPONSE TO TASK_5

No 1

1. Brief description of task

Learner should be able to state two reasons for using e-learning

Learner should be able to access the Internet

Learner should be able to change url to get to desired web site

2. Skills the learner needs to perform this task

(Specify level of skill required, if necessary.)

Skill / Needs to Develop / Currently Holds
A / Learner should develop a positive attitude towards e-learning. / X
Learner should be able to start up Internet software application. / X
C / Learner should be able to change url from home page to required web site for e-learning / X

3. Attitudes the learner needs

• A positive attitude to e-learning

4. Ongoing support or mentoring

Further instruction will be given at a later date on using the web site for e-learning.

The student should complete the grid above for the individual being assessed. Be sure to check the outcomes of this checklist with the real skills of the learner when the training is conducted (ie does the learner already have all the skills, or not have skills identified on this checklist).

(25 marks – award 5 marks for the brief description of task; 15 marks for the completed grid - out of 5 marks for each element; 5 marks for attitudes the learner needs identified; and 5 marks for identifying ongoing support or mentoring.)

No 3

E-LEARNING TRAINING SESSION WITH ……………………… (name of trainee)

Session type / Description / Time
Introduction (personal) / Introduce myself and my role in Solutions-R-Us. Discuss my experiences with e-learning. Ask trainee about their role in the organisation (or similar question to allow introductions) / 2 minutes
Introduction to skills / Trainer and trainee to discuss the three skills to be developed/assessed:
Positive attitude to e-learning;
Launching browser software
Changing url from home page to e-learning site
Allow the client to write down each skill in their own words / 1 minutes
Instruction in skill: Attitude to e-learning / Explain my experience of e-learning and what it has allowed me to learn. There may be a number of points made regarding how the trainer will develop a positive attitude. Allow the trainee to express any concerns they may have, and try to address these concerns. / 2 minutes
Gain feedback from the trainee / The trainee to state two reasons they think they will find e-learning useful. / 1 minute
Instruction in Skill:
Launch browser software / Ask trainee to load the browser software on their computer. This assumes the trainee already had this skill and did not require instruction. / 1 minute
Instruction in Skill:
Changing url to e-learning web site / Ask trainee if she/he is used to changing to websites other than the home page. Write down the url on a piece of paper (or other device for ensuring permanent reference can be made to url) for the trainee. Demonstrate to the trainee the means of changing the url in the address bar, and activating by pressing enter or clicking on Go button. / 2 minutes
Learner practice in skills changing url to go to e-learning web site / 30 seconds
Holistic Task / Ask the learner to close the browser software and complete the activity again to the final point of going to the web site for e-learning without instruction. / 4 minutes
End / Explain that in the near future there will be a session on using this web site for e-learning / 1 minute
NB Timing need not be as outlined here – though there should be some record of time made

(20 marks – award 5 marks for session types which indicate introduction, demonstration, practice and feedback in some form; 10 marks based on fullness and appropriateness of entries in Description;3 marks for time requirements; 2 marks for appropriateness of the document such as layout, completeness, professional presentation etc).

No 4

NAME: ______

TRAINING SESSION ON E-LEARNING

EVALUATION

1Observation by trainer

Trainee is able to:

YesNo

Identify two reasons for using e-learning

Launch browser software without assistance

Change url to online learning website

2To be completed by trainee

Are you able to locate the website you need

for e-learning

What do you think you would use e-learning for in the future?

Did you find the training provided

Not UsefulUseful

Easy to followDifficult to follow

Worth your timeNot worth your time

We would be very grateful of any suggestions you could make to improve our training on e-learning.

Thank you for you effort in completing this evaluation.

(5 marks – 3 marks if blank evaluation is provided; 2 marks for completed evaluation)

No 4

SESSION EVALUATION - Sample

Trainer: ______Date ______

Session Title _E-LEARNING______

Please circle your rating for each of the following factors of the training. 1 is poor; 10 is outstanding.

1. Organisation of material1 2 3 4 5 6 7 8 9 10

2. Usefulness of ideas, skills, techniques1 2 3 4 5 6 7 8 9 10

3. Effectiveness of visual aids1 2 3 4 5 6 7 8 9 10

4. Originality of information1 2 3 4 5 6 7 8 9 10

5. Overall content rating1 2 3 4 5 6 7 8 9 10

TRAINER

1. Ability to hold your interest1 2 3 4 5 6 7 8 9 10

2. Expertise on the topic1 2 3 4 5 6 7 8 9 10

3. Effective response to questions1 2 3 4 5 6 7 8 9 10