SUMMATIVE ASSESSMENT $-$ PRACTICAL ASSESSMENT

Instructions:

You are required to demonstrate your practical competence by completing the following assignment.

You are required to be observed by a senior staff member $($supervisory level or higher$)$ who is a subject matter expert.

Complete the tasks listed below in the presence of the observer$/$witness$.$

Unit Standard $15234-$ Apply efficient time management to the work of a department$/$ division$/$ section $[$SO $1,2,3,4$ AC $1,2,3,4,5,6]$

Unit Standard $119173-$ Develop and maintain effective working relationships with clients $[$SO $1,2,3,4,AC1,2,3,4$

Unit Standard $115835-$ Operate in a professional manner utilising trouble shooting techniques while applying creative thinking processes $]$

TASK $1$

You need to show that you can obtain information from a client, match the clients needs and expectations to a consultation and relate the long$-$term ramifications of an implemented solution to the clients' long$-$term objectives. This does not need to be a real situation; a simulation is sufficient. You may use the scenario below using an internal or external client $-$ this could also be a colleague to simulate with.

Scenario: You have been approached by a client to analyse their tasks processes.

Do the following:

Source a copy of the organisations policies regarding the building of client relationships.

Examine the policies and note what the policies state how practices must be implemented to build client relationships, including professional behaviour.

Arrange a consultation with the client to establish the needs and expectations: Ensure to:

Record questions asked to determine the needs and expectations of the client.

Note discussion points during the consultation.

Video record the consultation.

Analyse the discussions and information received from the client and document the following:

A map of the client's needs and expectations.

A comparison of your capacity, attributes, skills and expertise compared to what the client needs.

Analyse changes to be made to meet with the customers' needs and expectations.

Decide on the best solution.

Analysis of the change intervention and long$-$term implications of the solution.

Develop a suitably formatted proposal for the client that must include all necessary elements of a professional proposal.

Reflect on the consultation:

How did you ensure that the changes were in line with what the client needed?

How did you ensure that you applied ethical principles inline with the organisations policies and procedures to cement the relationship?

How did you ensure a strong service ethic in accordance with organisational standards and procedures?

How you applied creative thinking concepts during the process of finding a plausible solution for the client?

What troubleshooting techniques you applied to ensure that the requirements were met?

$-$What problems you encountered and how you worked on solving them?

How your professional behaviour implicates SMME requirements?

Provide the following as evidence:

A professionally formatted proposal to the client on the changes proposed based on the consultation done. This document should include:

A background

The purpose, scope and time frame for implementation

Mapping of the client's needs and expectations.

Proposed solutions based on the analysis of the change intervention for long$-$term implications.

A reflection report suitably formatted giving accounts of point No$.5$ as well as the comparison of your capacity, attributes, skills and expertise compared to what the client needs.

A feedback report from the client on your proposal.