The following task must be demonstrated in consistent performance in conditions that are safe and...

Question

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.

Swapnil · Accepted Answer

Organisational service standards:
Setting the service standards can by useful for the identifying the customer journey and it can create an expectation for system and its performance. Basically it can allow the service processes and performance to establishing the specific transactions and service delivery consistency.
The following standards of service process, its values, and its culture can be useful for the organisation.
· Greet each customer by their name.
· Responding to every customer in less than 60 minutes.
· Checking the customer to resolving the client problem.
· Follow each complaint resolution within 24 hours.
· Finally asking the feedback survey.
Investigation the goods and services provided by the organization.
Goods and services are the output can have the economic system which can be major items that are sold to customers while services are tasks that are performed for the goods of automobiles and clothing industry. 
Service Level Agreements (SLAS):
 A Service Level Agreements (SLAS) is basically documented agreement between service provider and customer that can identifies the services and its levels. The Service Level Agreements (SLAS) is a documented agreement that can use the template for creating the SLA document. In this the customer can add the topics which can be used as an agreement such as:
· Review and Monitoring: The service provider and customer may be used for the review the SLA.
· Service credits: The service provider can be offered by the case of SLA which cannot be achieved.
· End of Contract: The contract between customer and service provider can be opt out of SLA.
Developing new business with the client using following actions:
Client Service Needs and its levels: The following are the major standards can describe the client service needs and its levels:
· Agreement Summary: Starting by the parties which can be involved to the different agreement service summary which can be provided for the outlining date and its services.
· Service Availability: It can include the customers that can contact your agents that will provide the live supports to the self service options.
· Response and Resolution Times:

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...

Solution

Answer To This Question Is Available To Download

Related Questions & Answers

Submit New Assignment