BRS A 2 - A2 for BRS PDF

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A2 for BRS...

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Task 1: Client business domain Visit the Coca Cola website (www.coca-colacompany.com) and read the company’s Welcome statement. Does it give you a clear idea of the company’s core business? Which of the following business documents can you find on the site? Yes, the Coca Cola website clear list mission statements, strategic goals and organisation charts The welcome statement indicates the goal in terms of manufacturing, marketing and distributing non-alcoholic beverages. There are links to sections such as ‘Our Beliefs’, ‘Our Diversity’, ‘Leadership’, and so on, which could be found under the heading of mission statements and strategic goals. “The world is changing all around us. To continue to thrive as a business over the next ten years and beyond, we must look ahead, understand the trends and forces that will shape our business in the future and move swiftly to prepare for what's to come. We must get ready for tomorrow today. That's what our 2020 Vision is all about. It creates a long-term destination for our business and provides us with a "Roadmap" for winning together with our bottling partners.” Our Mission Our Roadmap starts with our mission, which is enduring. It declares our purpose as a company and serves as the standard against which we weigh our actions and decisions.  To refresh the world...  To inspire moments of optimism and happiness...  To create value and make a difference. Our Vision Our vision serves as the framework for our Roadmap and guides every aspect of our business by describing what we need to accomplish in order to continue achieving sustainable, quality growth.  People: Be a great place to work where people are inspired to be the best they can be.  Portfolio: Bring to the world a portfolio of quality beverage brands that anticipate and satisfy people's desires and needs.  Partners: Nurture a winning network of customers and suppliers, together we create mutual, enduring value.  Planet: Be a responsible citizen that makes a difference by helping build and support sustainable communities.  Profit: Maximize long-term return to shareowners while being mindful of our overall responsibilities.

Task 2: Organisational structure and business functions a. The manager of the purchasing department of a company has now been promoted to director of Finance. Her position has been given to the manager of accounting and in turn, a new staff member has been employed to fill this role. Does this restructure necessitate any change to the company’s structural documentation?

Yes, the changes within the company need to be reflected on the organisation chart with new responsibilities. Additional relevant documents such as the name and position of the employees should also be supported. b. An organisation has produced its statement of strategic goals for the next three years. One of these goals includes a migration to e-business. What business functions would be affected by such a goal?

Almost all functions would be affected by such a goal. The new goal will require coordination and planning among different departments.

Task 3: Organisation chart Use the internet to answer the following questions about the Victorian EPA: Go to the website: www.epa.vic.gov.au, then select about and EPA Organisation chart.  In which directorate would you find the Community Relations department?  Under which department does Regional Support Systems come?  If you wanted to apply for a job with the EPA, to which department would you address your application?  If you had a complaint about excessive noise at a neighbouring business premise, to which department would you complain?  To whom does the Director of Water report?     

Sustainable Development Regional services Human Resources Atmosphere and Noise Chairman

Task 4: Determine client requirements Think of two or three different workplaces that deal with clients. For each workplace, find out:  the types of client requests they would receive  the importance of the request to the client Alternatively, if you work in a position where you need to service clients, think of three types of requests your company or department receives. I used to work in payroll department and now working in general accounting department in may company.   

When I worked in the payroll department, I used to receive requests from HR manager to ask me to set up new starters based on documents they provided. Same in the payroll department, I also received requests from employees to ask for pay slips, payment summaries or help them conduct reference check In terms of the general accounting department that I am currently working, I receive request from my client company to do some journals, provide reconciliation reports and provide some tax related information.

Task 5: Exploring document types for business and organisational guidelines Explore some of the documentation from which organisational and business guidelines are derived. Go to an Internet search engine such as Google and search for the following documents. Remember the documents you get will not necessarily be from an IT perspective.  

Service level agreement from Microsoft Azure https://azure.microsoft.com/en-us/support/legal/sla/bot-service/v1_0/

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Policy and procedure manuals from NSW Health https://www.health.nsw.gov.au/policies/manuals/Pages/default.aspx

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Organisational guidelines from Department of Education South Australia https://www.education.sa.gov.au/department/governance/governance-framework/policiesprocedures-and-guidelines

Task 6: Stakeholders analysis Read the scenario below: ‘Southern Dental Services is a small dental practice in a regional town. There are two dentists, Pamela Jones and Brian Huang. The practice has four support staff to manage the day to day running of the practice – Jane Emerson, who looks after the appointments, Brenda Gale, who handles the accounts, Keith Dickson, who manages the patient details, and Pauline Santoro who organises the ordering of supplies etc. Pauline obtains most of the supplies for the clinic from David Andrews, who runs a business selling medical and dental supplies. She orders all of the other office related products from Peter Smith’s business, OfficeStuff. The clinic has five hundred patients on its books, some of whom, like Mrs. Mary O’Halloran, have been coming to the clinic since it opened, ten years ago.’ Now perform the following activity based on this table: Fill in the different types of stakeholder

For each of the people in the list on the left, identify the type of stakeholder as either (a) Staff (b) Client or (c) Supplier Answer: Person Peter Smith Keith Dickson Mrs Mary O’ Halloran Brian Huang David Andrews Pauline Santoro

Type of Stakeholder Supplier Staff Client Staff Supplier Staff

Task 7—Evaluate system development methodologies Create a short report (not more than 500 words) describing the advantages and disadvantages of two system development methodologies. You should research at least one traditional and one nontraditional methodology. The waterfall model is one of the most traditional and commonly used software development methodologies for software development. This life cycle model is often considered as the classic style of the software development. This model clarifies the software development process in a linear sequential flow that means that any phase in the development process begins only if the earlier phase is completed. This development approach does not define the process to go back to the previous phase to handle changes in requirements. Advantages:

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It is easy to manage, because of the rigidity of the model. Moreover, each phase has specific deliverables and individual review process

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In this model phases are processed and completed are at once in a time thus it saves a significant amount of time

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This type of development model works more effectively in the smaller projects where requirements are very well understood

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Disadvantages: There is no possibility to produce any working software until it reaches the last stage of the cycle

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In this model, there is no option to know the end result of the entire project

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This model is good for a small project but not ideally suitable for long and ongoing projects Joint Application Development (JAD) is a requirements-definition and user-interface development methodology in which end-users, clients, and developers attend intense off-site meetings to work out and finalize software system. This methodology aims to involve the client in the design and development of an application. This is easily accomplished through a series of collaborative workshops called JAD sessions. This model mainly focuses on the business problem rather than technical details therefore, it is mostly suitable for developing any kind of business systems.

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Advantages: his methodology allows for the simultaneous gathering and consolidating of large amounts of information

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This software development mode effectively produces large amounts of high-quality information in a short period of time

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In this methodology, differences are resolved immediately with the proper assistance of the organizer

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Disadvantages: This methodology allows for the simultaneous gathering and consolidating of large amounts of information

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This software development mode effectively produces large amounts of high-quality information in a short period of time

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In this methodology, differences are resolved immediately with the proper assistance of the organizer

Task 8: Context diagram An external consultant has recommended the implementation of enhancements to the university’s student management system. The project brief is: To add functionality to the StudentPlus management system to allow student enrolments, student attendance and student marks via the intranet’ The project brief also contains a broad list of the functions the system should support. They are:  Student self-enrolment for classes via internet  Enrolled classes statement  List of classes for each teacher  Entry of student marks

 Entry of student attendance  Results statement for each student Create a context diagram that represents some of the functions that the new system will carry out. Answer:

Task 9: Project constraints Think about the type of constraints that might apply if you were investigating the options for purchasing a new car. I would consider the price of the car. There are 6 types of constrains to be address:  Scope  Time  Cost  Quality  Resource  Risk Based on the constrain type above, the possible constrain are:

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Deadline – I have to have the new car by next weekend so that I can go to Byron bay b. Legal – since I only have a driving licence for automatic cars, I will be restricted to buying an automatic one. Insurance – the cost of insurance varies greatly depending on the age of the driver and the type of car to insure, a Volvo is very expensive to insure compared to a Toyota Funding – I will need to borrow the money or sell my current car as I do not have too much cash on hand.

Task 10: Organisational standards and templates Organisational standards certainly affect your interactions with clients.  Think of three areas where you need to follow organisational standards.  What do you find useful about using a set design or template?

Examples of organisational standards are:  Policy for taking annual leave or long service leave  client liaison policy  procedure for payment reimbursement  staff training policy

Some advantages of using templates are:  I am guided to include all relevant information and supporting documents  It is in an accepted standardised format  documentation across the whole company is consistent  Handover of projects in the event of personnel or organisational changes is facilitated.  Time saving  reduces trial and error and gives greater accuracy  cost saving  tested and proven designs and function

Task 11: Identify listening techniques Read through the four scenarios.

Scenario 1 The vendor is attacking the customer in order to avoid the issue and his responsibilities. He could rather ask the customer to explain what goes wrong with the computer. Scenario 2 The supervisor is trying to play around and avoid the issue. She is also being condescending and sexist. She also compliments while insulting. She could, rather be more supportive. She could, for example, ask: ’Do you have any ideas that some jobs in the organisation that you would like to try?’ Scenario 3 The manager is playing around the issue by ’nit-picking’. He tried to embarrass and belittle the customer. He could tell from the context exactly what the customer was saying but chose not to listen to or respond. Instead, he could say: ’Tell me about the last time it broke down. How were you using the machine?’ Scenario 4 The travel agent is getting the other person confused, angry and defensive. She could say: ’Tell me what makes you disappointed’

Task 12: Question types There are a number of question types you can use to get the information you need. a) Name as many different types of questions as you can. Try writing an example of each. b) Which of these types of questions seem more appropriate to either dealing with a customer making a complaint or determining a client’s requirements? 

open ended questions  Tell me something about yourself  Describe a time when you felt extremely nervous and how you dealt with the feeling

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Closed ended questions:  How old are you?  What is your nationality?  What is your job?

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what-if questions:  What if you could stop time whenever you wanted to?  What if you could be any animal?

When dealing with a customer complaint, I would prefer to use open and closed ended question as they types of questions can provide me with clearer answers and the collected information can be easier to analyse. Also, these types of questions are simple to answer by customers.

Task 13: Questioning skills Practise your questioning skills by providing the answers for at least one of the following three scenarios. a) Suppose you work for a computer store. Jan, a high school student, needs help in buying a computer. He doesn’t know much about computers. List five to ten questions you would ask Jan to try and find out exactly what he needs. b) Suppose you work for an information technology help desk. What are typical questions you would ask to find out what your client’s requirements are when they contact you for help? c) Identify a typical client request you deal with as part of your work. Prepare a checklist of questions that would serve as a prompt when talking with clients to determine their requirements. Scenario 1—computer store advice  What are you going to use the computer for? We need to work out what the minimum requirements are: Do you just want to use a Windows version of a word processing program? Do you need to be able to use the Internet? Do you want to play multimedia virtual reality games?  How much money have you set aside for this purchase? Do you want to buy as much as you can afford? I suggest you buy a good main system unit (monitor, processor, disk space and memory). Shall I explain what I mean by a good system unit?  How much expansion are you planning for the future? What configuration are you interested in (for example, desktop, mini tower or tower). Are you planning to purchase additional components such as a portable USB hard disk for regular back-ups, a scanner, or printer? As a computer salesperson, these questions might include:  What brand of processor does the computer have? What is its type and speed?  What brand and type of hard drive does the computer have?  What brand and speed of CD-ROM of DVD drive does the computer have?  Can I upgrade the computer’s memory at a later date? How is this done? How much upgrade can be installed?  What size and type of monitor does the computer come with?  What software comes with the computer?

Task 14: Choose an appropriate data gathering technique Suppose you are a trainer at your organisation. You could be a work health and safety specialist, a customer service expert or a computer software trainer, for example. Which method of data gathering do you think would be most appropriate to assess your training session? Give reasons for your choice.

The best method of data gathering for this purpose would be using a questionnaire and ask to students at the end of the training session. As a questionnaire can be completed anonymously students are more likely to be open-minded and respond honestly. And it is an easy method of data gathering to get a quick response from a large group of respondents.

Task 15: Research some DMS applications. Go to the web and have a look at some document management software that is available. Type ‘Document Management Systems’ into a search engine (such as Google: www.google.com.au) and have a look at some of the packages that are available. For a brief overview on DMS, take a look at the entry for 'Document Management Systems' on Wikipedia: www.wikipedia.org. Who are some of the vendors offering DMS? What kind of features do they offer and what kind of organisations would most benefit from their application?

Major DMS includes the following 

Worldox

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Statistica

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Interwoven

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Task 16 – Interface methods Select a familiar IT process and attempt to document the data capture/input interface methods. What are the positives and negatives of the selected method? In what way could the system be improved?

The common data capture interface methods are:  Data from one system is printed and re- keyed into another system: This method has inherent risks of errors and fraud, is labour-intensive and costly and is not recommended.  Data from one system is manually uploaded/downloaded from one system to another: This method reduces the risk of typing errors and fraud, but if data is not uploaded/downloaded in a regular and timely manner there may be risks of inaccuracy in the backend systems.  Data from one system is uploaded/downloaded in automated batch processing: This method reduces errors and fraud; however, there are still risks of data inaccuracy in the backend systems between the batches uploads/downloads. The duration between batch processing may be specified from minutes, to overnight, to weekly. The greater the frequency of batch processing, the lower the risk of data inaccuracy, but there will also be an increase in network traffic and CPU usage.

Task 17 – Advantages of prototyping Write a short paper discussing the advantages of building a prototype. Highlight instances where this practice would be beneficial.

A prototype is a good strategy at both the requirements and design phases of development. At the technical requirements stage, however, the focus is more on technical issues such as testing a solution within a specific operating environment. A prototype can be paper-based, illustrating screen shots of the interface, navigation elements, etc. However, in some cases where other issues that are difficult to test on paper are important (eg. speed) then a working prototype is useful. A computerbased prototype involves the development of a cut-down version of the proposed system. The developer implements just enough of the system to provide the stakeholders with a working example of the system. A useful prototype would probably show the interface design and the typical functions provided by the system. This strategy is parti...