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Practical Assessment
The Practical Assessment is a set of tasks that must be completed in a workplace, or in an environment with conditions similar to that of a real workplace.
To be assessed for this unit of competency, you must demonstrate your skills and knowledge to
review an organisation’s digital strategy and assess whether it is fulfilling its objectives according to relevant performance indicators.
The Practical Assessments in this workbook include:
1.
Workplace Project Assessment
A series of written practical tests assessing the learner’s practical knowledge and skills underpinning of the unit of competency. This includes the learner completing workplace documents or similar as evidence of competent performance.
2.
Workplace Practical Observation
A set of assessment tasks where the learner must demonstrate practical skills relevant
to the unit of competency. These skills are to be demonstrated while being observed by
the assessor.
IMPORTANT!
▪
All signatures/initials in your submissions, including yours, must be handwritten and
dated. Submissions with signatures/initials must be scanned.
▪
The supervisor/observer who completes and signs your evidence submissions must
provide their real name, contact number, and email address for your assessor’s
reference.
▪
Should you encounter issue or concerns regarding your assessment, contact your
assessor.
Workplace Project Assessment
Project Overview
This workplace project assessment requires you to review, develop and
distribute recommendations relating to the digital strategy of an organisation or
work area. This assessment is divided into six tasks:
▪
Task 1: Prepare a Digital Strategy Review Plan and Obtain Approval
▪
Task 2: Execute Digital Strategy Review Plan
▪
Task 3: Update Digital Strategy Review Report
▪
Task 4: Prepare and Distribute Draft Digital Strategy Review Report
▪
Task 5: Finalise Digital Strategy Review Report
▪
Task 6: Present and Distribute Final Digital Strategy Review Report
This project requires you to complete the assessment tasks in a real workplace, or simulated environment where the conditions are typical of those in a working environment in this industry. Each task comes with a set of instructions. You are to follow and perform these instructions while being observed by the assessor and/or submit any required documentation.
Before starting this assessment, your assessor will discuss with you these tasks, including instructions and guidance for satisfactorily completing them.
You are required to:
▪
Complete the tasks within the time allowed, as scheduled in-class roll.
▪
Prepare a review plan for organisational digital strategy and obtain approval for the plan.
▪
Execute the review plan by reviewing two organisational policies and two organisational
procedures relating to digital strategy, and prepare a draft digital strategy review
report.
▪
Consult stakeholders to discuss issues in interpreting information, agree on how they
should be addressed, and update the draft digital strategy review report.
▪
Prepare and distribute draft digital strategy report including additional information
sourced and updated findings based on discussions with stakeholders on outcomes of
the review of identified organisational policies and procedures relating to digital
strategy.
▪
Finalise the draft digital strategy report.
▪
Present and distribute final digital strategy report, and obtain approval for
implementation.
Resources Required for Assessment
Resources you need to access to complete the project assessment are outlined in the section of this workbook, and in the corresponding Assessor’s Checklist and/or Observation Form of each task.
Discuss each requirement with your assessor before commencing with each task. They will organise the resources required for this assessment.
IMPORTANT: Additional workplace resources may be required upon the contextualisation of this assessment.
Forms and Templates
Generic forms and templates are provided in the project tasks, unless otherwise specified. These can be accessed from the following link:
If you are currently in a workplace, use similar workplace templates and forms used by your organisation to complete each assessment task. Discuss with your supervisor and your assessor first to ensure that the forms/templates you will use from your organisation cover all criteria required by each assessment task.
Review these forms and templates with your assessor before starting the task.
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Task 1: Prepare a Digital Strategy Review Plan and Obtain Approval
ASSESSMENT INSTRUCTIONS
This task will require you to prepare and obtain approval for a digital strategy review plan, that you will use to review the digital strategy of your workplace/organisation.
Use your workplace/organisation’s template to complete this task, or use the Generic Digital Strategy Review Plan template provided at the Bounce Fitness site.
To complete this task, you must:
▪
Obtain information that you need to develop a digital strategy review plan for your workplace/organisation.
This will require you to access at least three different sources of information relevant to digital strategy, including:
o
Existing organisational digital strategy.
o
Organisational policies and procedures relating to digital strategy.
o
Organisational objectives relating to digital strategy.
o
Standards, laws, regulations and industry codes related to the safe, legal and
ethical access, storing and sharing of information
o
Organisational policies and procedures related to the safe, legal and ethical access, storing and sharing of information.
o
Digital strategy practices, requirements and responsibilities. For example, relevant research reports.
▪
Interpret the information gathered related to digital strategy to determine the following:
o
Organisational operations covered by the digital strategy
o
Specific requirements that must be addressed by the digital strategy
o
Specific responsibilities that must be adhered to
▪
Develop a Digital Strategy Review Plan, including:
o
Identifying at least two organisational policies and at least two procedures relating to digital strategy for review.
o
Outlining a review methodology to review digital strategy.
o
Establishing review criteria against which the digital strategy can be evaluated.
o
Identifying organisational digital strategy goals and objectives to be addressed.
o
Identifying information to be collected for the review.
▪
Seek approval of the digital strategy review plan with at least two relevant stakeholders, safely, legally and ethically.
Relevant stakeholders refer to individuals or groups who are likely to be impacted by the specific organisational policies and procedures that you have identified for review of digital strategy.
Review Workplace Project Task 1 – Assessor’s Checklist before starting this task. This form outlines the following:
▪
Resources you are required to access to complete the task.
▪
All criteria your submission must address to satisfactorily complete this task.
Your assessor will discuss these resources with you, and the criteria outlined in this form prior to
this assessment.
Review the template you will use to complete this task. If you are using a template from your workplace/organisation, discuss with your assessor to ensure that the template covers all requirements that apply to this task. Otherwise, use the Generic Digital Strategy Review Plan template provided at the Bounce Fitness site.
Submit the approved digital strategy review plan to your assessor. Include any supplementary documents/sources used to create the digital strategy review plan, such as:
▪
Organisational documents containing existing digital strategy.
▪
Organisational policies and procedures relating to each of the following:
o
Digital strategy
o
Safe, legal and ethical access, storing and sharing of information
▪
Organisational objectives relating to digital strategy
▪
At least two organisational policies and procedures relating to digital strategy identified for review.
▪
Online or printed
sources
about
digital
strategy
practices,
requirements
and responsibilities. For example, relevant research reports.
You must also submit evidence of communication with at least two relevant stakeholders seeking their approval of the Digital Strategy Review Plan
Evidence must be at least one of the following:
▪
Email correspondence
▪
Meeting minutes
▪
Video recording of the meeting conducted with the stakeholders
Reason for Review
Updating Bounce fitness website platform adding
“Live Chat communication” feature for better
customer service experience.
Existing Organisational Digital Strategy (mention relevant digital strategy of Bounce fitness along with some key features)
The current digital strategy supports and secures the following information: 1. Bounce Fitness resources (e.g policies and procedures) 2.
Bounce Fitness Data (e.g financial reports, sales revenue, expenses) 3. Client Financial Information 4. Client Personal Information 5. Financial Report 2021 Bounce Fitness 6. Audit Report 7. Customer Feedback 8. Last year SEO
report
Organisational Policies and Procedures relating to digital strategy (02 Policies and Procedures relating to digital strategy from the Bounce fitness website)
Digital Communication Policies and Procedures Bounce Fitness follows the principles and practices in the Information Management Standard of the National Archive
Management of electronic information policies and procedure
Bounce Fitness adopts the Australian Privacy Principles located within Privacy Act 1988
Organisational Objectives relating to digital strategy (the objectives are going to be achieved for Bounce fitness by successful implementation of
digital strategy review )
Increase in number of client interaction • Increase rate in customer satisfaction • Decrease in waiting time for customer query/concerns • Increase in real time booking
• Increase in resolved issues • Faster response
to customer query • Increase in revenue
Issue/s in the Organisational Strategy/Policies and Procedures/Objectives
Limited time interaction • Limited response due
to scripted nature • Might not address client concern immediately • May Feel Impersonal to Some Users • Time Zone Issues • Robotization
of whole process • Language obstacles
External factors affecting the organisational digital strategy
The Privacy Act regulates the way individuals’ personal information is handled.
• The Australian Communications and Media Authority (ACMA) will have oversight of the codes and report to Government on the adequacy of platforms’ measures and the broader impacts of disinformation. • Social Media Privacy Reforms
announced in March 2019
Analyses information gathered from research of
organisational documents by breaking it down into understandable parts
Data gathered exclusively from Bounce Fitness Organization are as follows:
1. All client information is directly saved towards private cloud direct server. 2. Sensitive information is saved with encrypted password to avoid online hacking 3. Sensitive financial information access
is limited only to finance department and direct parties involved. 4. Members and booking information access is limited only to Customer
Service and Booking Department
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Review Methodology
Type of review methodology to be
GAP Analysis
Brief description of the review methodology
GAP Analysis will help identify the gaps in digital platform to optimize the client experience using the “live chat” option on website.
Bounce Fitness will have a “live chat” option from the website to give client the real time customer service experience with real time booking option and real time resolution for client complaints and
general queries.
Methods of data collection
o Primary research data
o Secondary research data
Performance review reports (Reports that outlining performance indicators against their set targets for a specified period)
Monitoring new customer bookings through new client subscription will be done monthly. An
increase in number of new customer subscription of 15% targeted at the onset of modification. • An increase of 30% total sales revenue from new client subscriptions and client
renewals is targeted upon annual evaluation. • Monitoring number of clients engaged in live chat option on website will be done daily achieving to hit 30% increase in client engagement and satisfactory by the end of
quarter
Primary research data
Survey Questionnaires sent out to existing and random sample experimental group • Focus Group Interviews • Web traffic • Number of
subscriptions
Secondary research data
Academic Research studies on the effects of
“live chat” feature for e-commerce
Methods of data analysis Identify tools and statistical software that will be used to analyse the data collected. Add more rows as necessary
Descriptive Diagnostic Predictive Prescriptive
SmartSheet
Unite Metrics/ Traces (Web traffic analytic tool)
Canny ( B2B User Feedback Tool)
Digital Strategy Review Plan
Objectives
This review aims to prove that adding “live chat”
option through the Bounce Fitness website will result in: Increase in customer resolution Increase client satisfactory rate Increase in sales
revenue by the end of the year
Review criteria (Set key performance indicators that will evaluate the success of your review plan
Increase in new customer resolution by 15% Increase client satisfactory rate by 20% Increase in 30% sales revenue by the end of the
year
Organisational policies and procedures to be reviewed
Digital Information storage and Management of electronic information policy procedures will be
updated and used as reference for this review.
Wider Organisational goals to be addressed
Make Bounce Fitness one of the best fitness
provider globally offering real time and
great customer service experience.
Increase client interaction through 24/7
“live chat” option
Wider Organisational objectives addressed
Make Bounce Fitness top 1 fitness provider globally offering real time and great customer service experience.
80% Increase client interaction through 24/7
“live chat” option
Information to be collected for the review • Performance review data • Primary research data • Secondary research data
Performance review data • Client Report • Sales report
Primary research data • Survey questionnaire results • Current web base traffic report • Satisfactory rating report
Secondary Data
• Research study on the effects of “live
chat” option for ecommerce
Source Log
a.
https://www.superoffice.com/blog/live-chat-statistics/
b.
https://www.bouncefitness.net/business/list-templates/customer-list-template/
c.
https://www.researchgate.net/publication/238043043_Benefits_Analysis_of_Live_Cust omer_Support_Chat_in_Ecommerce_Websites_Dimensions_of_a_New_Success_Mod el_for_Live_Customer_Support_Chat
Email
Dear Ms Jones,
I am writing this for requesting approval on marketing proposal as attached file. This is to add feature’ live chat’ on our website. The attached file contains activities plan.
If you have any questions please let me know Best regards
Janin
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Dear Janin,
I have highlighted some part we should focus more Marketing awareness
Beginning stage of sale development Post customer service
Please share me the change then Best regards,
Jones
Task 2: Execute Digital Strategy Review Plan
ASSESSMENT INSTRUCTIONS
This task will require you to execute the Digital Strategy Review Plan you completed in Workplace Project Task 1 and prepare a draft digital strategy review report.
Before you begin this task, you must access the organisational policies and procedures relating to digital strategy to be reviewed identified in Workplace Project Task 1
.
Use your workplace/organisation’s template to complete this task, or use the Generic Digital Strategy Review Report template provided at the Bounce Fitness site.
To complete this task, you must:
▪
Source information required for the review of at least two organisational policies and procedures relating to digital strategy.
This will require you to source the following information as identified in the Digital Strategy Review Plan, such as:
o
Performance review data
o
Primary research data
o
Secondary research data
▪
Organise the collected information into databases and/or spreadsheets.
▪
Follow review methodology to interpret the organised information using data analysis
methods.
▪
Evaluate the organised information against established review criteria according to the Digital Strategy Review Plan.
▪
Identify any issues in interpreting information.
▪
Prepare a draft Digital Strategy Review Report containing:
o
Interpretation of organised information using data analysis methods.
o
Evaluation of organised information against established review criteria.
o
Issues identified in interpreting information.
Leave the ‘Approved for Implementation by’
, ‘Findings’
, ‘Outcomes’ and
‘Recommendations’ sections blank. These will be completed in Workplace Project Task 4
and 6
.
Review Workplace Project Task 2 – Assessor’s Checklist before starting this task. This form outlines the following:
▪
Resources you are required to access to complete the task.
▪
All criteria your submission must address to satisfactorily complete this task.
Your assessor will discuss these resources with you, and the criteria outlined in this form prior to
this assessment.
Review the template you will use to complete this task. If you are using a template from your workplace/organisation, discuss with your assessor to ensure that the template covers all requirements that apply to this task. Otherwise, use the Generic Digital Strategy Review Report template provided at the Bounce Fitness site.
Submit the following to your assessor:
▪
The draft digital strategy review report.
▪
Evidence of collected and organised information Evidence can include:
▪
▪
Relevant information including performance review data, primary research data and
secondary research data collected and organised for the review into
databases/spreadsheets.
In addition, include the sources of information accessed for performance review data, primary research data and secondary research data as supplementary documents/sources.
Workplace/Organisation
Bounce Fitness
Date
June 01
ORGANISATION POLICIES AND PROCEDURES UNDER REVIEW
Title of the Policies and
Procedures
Brief Description of the Policies
and Procedures
Purpose of Review
Digital Information storage and security policy procedure
Bounce Fitness adopts the Australian Privacy Principles located within Privacy Act 1988
This review aims to prove that adding “live chat” option through the Bounce Fitness website will give the best customer service experience
for Bounce Fitness Clients
Management of electronic information policy procedure
Bounce Fitness follows the principles and practices in the information Management Standard of the National Archive of Australia
This review aims to prove that adding “live chat” option through the Bounce Fitness website will give the best customer service experience
for Bounce Fitness Clients
INFORMATION COLLECTED FOR REVIEW
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Type of
Data
Brief Description of Method of Data Collection
Database/Spreadsheet with Organised Data (Attach Evidence of collected and organised information, e.g. Transcript, Spreadsheet)
Method
of Data Analysis
Key Results from Evaluation
of Data against Review
Criteria
Issues Identified in Data Interpretati
on and Evaluation
Performan
Quarterly
Bounce Fitness Annual Client
Descripti
A 20%
Live Chat”
ce review
Client
report update
ve
increase in
option
reports
Report
www.bouncefitness.net/business
Analysis
number of
glitches on
compariso
/list-templates/customer-list-
• Smart
people
website.
n from last
template/
Sheet •
visiting
Customer
quarter
CRM •
Bounce
keeps on
data
Excel File
Fitness
geṄng
aiming to
website
kicked out
achieve
however
of the
20%
only 10%
chatbot
conversion
client
due to
rate
conversio
time
n.
limitation
Sales
Bounce Fitness Sales report
Diagnosti
The
Customer
Report
update
c Analysis
website
keeps
with target of 30% target increase monthly
traffic increased
50%
however
target sales
getting kicked out resulting to
new thread
of conversatio
increase
n causes
was not
client
achieved.
frustration
Turns out
client
does not
go
through
booking
confirmati
on
Primary
research
data
Sent out survey questionna
ire online for existing
Bounce Fitness client and some random sample visitor from
the website who have used the “live chat” option aiming to get 25% positive customer experience
feedback
Narrative
Analysis
Only 20%
overall feedback
from existing clients was achieved
Some clients did not respond to
the survey.
Secondary
research data
Research
studies on
the effects
of “live chat” option to e- commerce
business.
www.superoffice.com/blog/livech
at-statistics/
Prescripti
ve Analysis
Based on actual research study and surveys by
adding “live chat"
customer give
faster response compared
to emails
and text
Based on research findings some costumer failed to get through
the booking point successfull y using “live chat”
Task 3: Update Draft Digital Strategy Review Report
ASSESSMENT INSTRUCTIONS
This task will require you to update the draft digital strategy review report based on learnings from stakeholder consultation.
Prior to commencing this task, you must have completed Workplace Project Tasks 1 and 2
. To complete this task, you must:
▪
Access and review the following:
o
Digital Strategy Review Plan that you have written in Workplace Project Task 1
o
Draft Digital Strategy Review Report that you have written in Workplace Project Task 2
▪
Consult with at least two stakeholders on:
o
Issues identified in data interpretation and evaluation in the draft Digital Strategy
Review Report from Workplace Project Task 2
.
o
How each issue should be addressed
Relevant stakeholders are groups or individuals who have relevant information or expertise in addressing issues in the interpretation and evaluation of review data.
▪
Make required changes to organised information after consultation with stakeholders to
address any identified issues in data interpretation and evaluation.
▪
Interpret the updated organised information using data analysis methods as per the review methodology in the review plan.
▪
Evaluate the updated organised information against established review criteria according
to the review plan.
▪
Identify the following based on interpretation and evaluation of updated organised information:
o
Preliminary findings from the analysis of information according to the review plan.
o
Preliminary outcomes and/or issues identified in the digital strategy from the
review.
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▪
Update the draft Digital Strategy Review Report after consultation with stakeholders, including:
o
Any changes in analysis of the collected information according to the review
plan, based on consultation with stakeholders and addressing identified issues in
data interpretation and evaluation.
o
At least two preliminary findings from the review identified based on the
interpretation of updated organised information in this task.
o
At least two preliminary outcomes and/or issues in the digital strategy identified
based on the evaluation of updated organised information in this task.
Review Workplace Project Task 3 – Assessor’s Checklist before starting this task. This form outlines the following:
▪
Resources you are required to access to complete the task.
▪
All criteria your submission must address to satisfactorily complete this task.
Your assessor will discuss these resources with you, and the criteria outlined in this form prior to
this assessment.
Review the template you will use to complete this task. If you are using a template from your workplace/organisation, discuss with your assessor to ensure that the template covers all requirements that apply to this task. Otherwise, use the Generic Digital Strategy Review Report template provided at the Bounce Fitness site.
Submit the following to your assessor:
▪
Evidence of consultation with at least two relevant stakeholders. Evidence must be at least one of the following:
o
Email correspondence
o
Meeting minutes
o
Video recording of the meeting conducted with the stakeholders
▪
Evidence of updated organised information/databases/spreadsheets.
▪
The updated draft digital strategy review report.
Title of the Policies and
Procedures
Brief Description of the Policies
and Procedures
Purpose of Review
Digital Information storage and security policy procedure
Bounce Fitness adopts the Australian Privacy Principles located within Privacy Act 1988
This review aims to prove that adding “live chat” option through the Bounce Fitness website will give the best customer service experience
for Bounce Fitness Clients
Management of electronic
information policy procedure
Bounce Fitness follows the
principles and practices in the
This review aims to prove that
adding “live chat” option
information Management Standard of the National Archive of Australia
through the Bounce Fitness website will give the best customer service experience
for Bounce Fitness Clients
Type of
Data
Brief Descripti
on of Method of Data Collectio
n
Database/Spreadsheet with Organised
Data (Attach Evidence of collected
and organised information, e.g.
Transcript, Spreadsheet)
Method
of Data
Analysis
Key Results from Evaluatio n of Data against Review
Criteria
Issues Identified
in Data Interpret ation and
Evaluatio n
Perform
Quarterly
Bounce Fitness Annual Client report
Descrip
A 20%
Live
ance
Client
update
tive
increase
Chat”
review
Report
Analysis
in
option
reports
comparis
• Smart
number
glitches
on from
Sheet
of
on
last
• CRM
people
website.
quarter
Excel
visiting
Customer
data
File
Bounce
keeps on
aiming to
Fitness
getting
achieve
website
kicked
20%
however
out of the
conversio
only 10%
chatbot
n rate
client
due to
conversio
time
n.
limitation
comparis
Descrip
Captured
Some
on from
tive
and
inputs in
last
Analysis
saved
Client
quarter
Update
more
database
data
d Client
leads
were
aiming to
Databas
hitting
incorrect
achieve
e
20%
eg.
20%
Softwar
target
Address,
conversio
e to
required
Contact
n rate
Microso
number
ft
not
Access
updated
Pro
Primary
research
data
Sent out survey question naire online for
existing Bounce Fitness client and
some random sample visitor from the website who
have used the “live chat” option aiming to
get 25% positive customer
experienc
e
feedback
Narrativ
e Analysis
MS Exce
Only 20%
overall feedback from existing clients was achieved
Some clients did not respond
to the survey
Sent out a new format of
survey question naire online for
existing Bounce Fitness client and some
random sample visitor from the website who
have used the
“live chat”
option
Narrativ
e Analysis
Qualtric
s
Was able
to achieve 25%
feedback
after updating
question naire form online
Some questions
were left blank.
Resulted with incomple
te informati
on recorded
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aiming to
get 25% positive customer
experienc
e
feedback
Seconda
ry research
data
Research studies on the effects of
“live chat” option to
ecommer
ce busines
Prescrip
tive Analysis
Based on actual research study and surveys “live chat" is the leading digital content method
By allowing your customer s to speak through “live chat” in real time it addresses
faster response resulting to better experienc
e
Research studies on the effects of
“live chat” option to
ecommer
ce business
Prescrip
tive Analysis
Based on actual research study and surveys by adding
“live chat" customer
satisfacto
ry has increased
Based on
research findings some costumer
failed to get through the booking point successfu
lly using “live
chat”
Findings
Outline key findings from the analysis of information according
to the review plan.
Outline key findings from the analysis of information according to the review plan.
i.
By allowing customers to speak through “live chat” it allows real time resolution
i.
By allowing customers to speak through “live chat” it allows real time resolution
ii. Through “Live Chat” feature customers are more engaged and interested
iii. Customers tend to go through booking after a positive and engaging chat with realtime support.
Outcomes
i. By giving clients immediate resolution impacts the increase in customer resolution
rate
i. By giving clients immediate resolution impacts the increase in customer resolution rate
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ASSESSMENT INSTRUCTIONS
ii. Increase in web-based traffic and customer satisfactory rate has been obvious since “live chat” feature was added
iii. Increase in Sales revenue
iii. Increase in Sales revenue
Eamil
Hi Kath
Thank you so much for your feedback. We have highlighted on the issues as following: Marketing awareness
Beginning of sale development Post sales customer report
Please share your ideas on the changes. Best regards,
Janin
H Janin
The changes are excellent. After reviewing, stakeholders are satisfy with them so please finalize the draft.
Best regards, Kath
Task 4: Prepare and Distribute Draft Digital Strategy Review Report
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This task will require you to update the draft digital strategy review report based on discussions with stakeholders and any additional information sourced.
Prior to commencing this task, you must have completed Workplace Project Tasks 1 to 3.
To complete this task, you must:
▪
Access and review:
o
The draft Digital Strategy Review Report that you have written and updated in
Workplace Project Task 3
.
o
Organisational policies and procedures related to safe, legal and ethical access, storing and sharing of information, sourced in Workplace Project Task 1
.
▪
Discuss the following with at least two stakeholders:
o
Preliminary findings and outcomes and/or issues identified in the digital strategy
in the updated draft Digital Strategy Review Report from Workplace Project Task
3
.
o
Receive any additional information required to clarify aspects of findings and
issues identified in the digital strategy.
Relevant stakeholders are individuals who are directly impacted by the specific organisational policies and procedures relating to digital strategy that you have reviewed.
▪
Prepare recommendations of digital strategy review of the identified organisational
policies and procedures.
▪
Update the draft Digital Strategy Review Report with:
o
Additional information sourced to clarify aspects of preliminary findings and
issues identified in digital strategy, after consultation with stakeholders.
o
Final outcomes, findings and recommendations of digital strategy review,
reflecting changes to preliminary outcomes and findings based on additional
information sourced.
▪
Distribute the updated draft Digital Review Report to the stakeholders, safely, legally and
ethically, and obtain feedback according to policies and procedures.
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ORGANISATION POLICIES AND PROCEDURES UNDER REVIEW
Title of the Policies and
Procedure
Brief Description of the Policies
and Procedures
Purpose of Review
Digital Information storage and security policy procedure
Bounce Fitness adopts the Australian Privacy Principles located within Privacy Act 1988
This review aims to prove that adding “live chat” option through the Bounce Fitness website will give the best customer service experience for
Bounce Fitness Clients
Management of electronic information policy procedure
Bounce Fitness follows the principles and practices in the information Management Standard of the National Archive of Australia
This review aims to prove that adding “live chat” option through the Bounce Fitness website will give the best customer service experience for
Bounce Fitness Clients
Type of
Brief
Database/Spreadsheet with Organised Data
Metho
Key
Issues
Data
Descripti
(Attach Evidence of collected and organised
d of
Results
Identifie
on of
information, e.g. Transcript, Spreadsheet)
Data
from
d in
Method
Analysi
Evaluatio
Data
of Data
s
n of Data
Interpre
Collectio
against
tatio n
Review Workplace Project Task 4 – Assessor’s Checklist before starting this task. This
form outlines the following:
▪
Resources you are required to access to complete the task.
▪
All criteria your submission must address to satisfactorily complete this task.
Your assessor will discuss these resources with you, and the criteria outlined in this form prior
to this assessment.
Submit the following to your assessor:
▪
Evidence of discussion with stakeholders on preliminary findings, preliminary outcomes
and/or issues identified in digital strategy, and additional information required. Evidence
must be at least one of the following:
o
Email correspondence
o
Meeting minutes
o
Video recording of the meeting conducted with the stakeholders
▪
Updated Draft Digital Strategy Review Report.
▪
Evidence of distributing the Draft Digital Strategy Review Report to relevant stakeholders
and obtaining feedback according to policies and procedures. Evidence must be at least one of the following:
o
Email correspondence
o
Meeting minutes
o
Video recording of the meeting conducted with the stakeholders
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n
Review
Criteria
and Evaluati
on
Perfor
Bounce Fitness Annual Client report update
Descrip
A 20%
‘Live
manc e
Quarterly
tive
increase
Chat”
review
Client
Analysi
in
option
reports
Report
s •
number
glitches
comparis
Smart
of
on
on from
Sheet
people
website.
last
• CRM
visiting
Custom
quarter
Excel
Bounce
er keeps
data
File
Fitness
on
aiming to
website
getting
achieve
however
kicked
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20%
only 10%
out of
conversio
client
the
n rate
conversio
chatbot
n.
due to
time
limitatio
n
Quarterly
Descrip
Captured
Some
Client
tive
and
inputs in
Report
Analysi
saved
Client
comparis
s
more
databas
on from
Update
leads
e were
last
d
hitting
incorrec
quarter
Client
20%
t eg.
data
Databa
target
Address,
aiming to
se
required
Contact
achieve
Softwar
number
20%
e to
not
conversio
Micros
updated
n rate
oft
Access
Pro
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Ran an online web- based survey about customer
satisfacto
ry based on communi
catio n channel aiming to
achieve 20%
satisfacto
ry rate as client feedback
Paid Survey
Third party compa ny 99Firm
s.co m Web Based Survey
Achieved
more than expected
target by
53%
more
Some clients are tradition
al and refused to
adapt digital evolutio
n
Research
studies on the effects of
“live chat” option to
e- commerc
e business.
Prescri ptive Analysi s Graph by eDigital
Researc h
Based on
actual research study “live chat" is the preferred
channel for customer
communi
catio n
Based on research
findings some costume
r failed to get through the booking point successf
ully using “live chat
Final Illustration Flow of “Live Chat” implementation as agreed by Shareholders
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Illustration A
Customer with “Live Chat Experience in Bounce Fitness
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Illustration B
Customer without “Live Chat Experience in Bounce Fitness
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Finding (Final)
i.
As per analysis shown
in illustration 1.4 around 73% of customers find live chat
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the most satisfactory
form of communication with a company
i.
As per analysis shown in illustration 1.4 around 73% of customers find live chat the most
satisfactory form of communication with a company
ii.
As per analysis shown in illustration 1.5 for 79% of customers, immediate answer to their questions is the main reason they choose live chat.
iii.
Bounce Fitness conversion rates rose to a spectacular 89% after implementing live chat
Illustration A
llustration B
Outcome (Final)
Update in website adding “live chat” feature has been proven effective and is preferred by 79% of customer
ii.
Continuous improvement on Digital Information storage and security
policy procedure is required. Monthly
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This task will require you to finalise the draft digital strategy review report by obtaining feedback from stakeholders.
Prior to commencing this task, you must have completed Workplace Project Tasks 1 to 4.
To complete this task, you must:
Review the following information from Workplace Project Task 4
:
Updated draft digital strategy review report
Feedback obtained from stakeholders on the draft digital strategy review report
Edit the draft digital strategy review report based on the feedback obtained from at least
ASSESSMENT INSTRUCTIONS
update on [Live Chat] feature
Continuous improvement on Digital Information storage and security policy procedure is required. Monthly update on [Live Chat] feature
Management of electronic information policy procedure must be update regularly to achieve optimal results
Email
Dear Ms Margrate
I have added your suggestions in the report as attached file so please review and provide permission. Then we will distribute the copy to involved people.
Best regards, Janin
Dear Janin
Please distribute to involve persons.
Best regards,
Margrate
Task 5: Finalise Digital Strategy Review Report
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To all Stakeholders and Internal Management Staff and Personnel!
I am pleased to present to you the final copy of Digital Strategy Review Report as agreed and approved last meeting. As discussed, we will be implementing certain changes enclosed and stipulated in the final proposal. Your cooperation is highly necessary for the successful run through of
the said changes. For any suggestions and further recommendations please feel free to reach out.
May God Bless us all and our Company! Regards, Janin Mendoza
two stakeholders on the draft digital strategy review report in Workplace Project Task 4
.
▪
Proofread the edited draft report for accuracy of content, grammar, spelling and punctuation, and finalise report in preparation for distribution.
Review Workplace Project Task 5 – Assessor’s Checklist before starting this task. This form outlines the following:
▪
Resources you are required to access to complete the task.
▪
All criteria your submission must address to satisfactorily complete this task.
Your assessor will discuss these resources with you, and the criteria outlined in this form prior to
this assessment.
Review the template you will use to complete this task. If you are using a template from your workplace/organisation, discuss with your assessor to ensure that the template covers all requirements that apply to this task. Otherwise, use the Generic Digital Strategy Review Report template provided at the Bounce Fitness site.
Submit the final digital strategy review report to your assessor.
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Task 6: Present and Distribute Final Digital Strategy Review Report
ASSESSMENT INSTRUCTIONS
This task will require you to distribute and present to relevant stakeholders the final digital strategy review report that you developed in Workplace Project Task 5
, and obtain their approval for implementation of digital strategy review.
You must have completed Workplace Project Tasks 1 to 5 prior to commencing this task. Your assessor will assess you on your practical skills to:
▪
Distribute the final digital strategy review report to relevant stakeholders.
▪
Present the final digital strategy review report to relevant stakeholders including:
o
Review methodology
o
Established review criteria against which the digital strategy was reviewed against
o
Methods used to collect, organise, interpret and evaluate information
o
Key findings, outcomes and recommendations of the review
▪
Obtain approval of at least two authorised stakeholders for implementation of the digital
strategy review.
Authorised stakeholders are individuals who are responsible for the specific
organisational policies and procedures relating to digital strategy that you have
reviewed, and have the authority to approve implementation of the digital strategy
review.
Review the Workplace Project Task 6 – Observation Form before starting this task. This form outlines all the practical skills you need to demonstrate to satisfactorily complete this task. Your assessor will also discuss with you the practical skills outlined in this form prior to the assessment.
You must also submit any of the following written presentation materials that you used to present the final digital strategy review report as supplementary evidence:
▪
PowerPoint presentation
▪
Handouts
▪
Copy of written instruction or information
See attached file
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