Course Title: Relate to clients on a business level

Part B: Course Detail

Teaching Period: Term1 2012

Course Code: MKTG6073C

Course Title: Relate to clients on a business level

School: 155T Vocational Health and Sciences

Campus: City Campus

Program: C4293 - Certificate IV in Information Technology (Networking)

Course Contact: Geoff Moss

Course Contact Phone: +61 3 9925 4852

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Teacher: Geoff Moss
Phone: 9925 4852
Office: 51.07.01

Nominal Hours: 40

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites

Not Applicable

Course Description

This unit defines the competency required to formulate and implement service level agreements.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

ICAW4027B Relate to clients on a business level


1. Understand organisational environment

1.1 Investigate organisational service standards, values and culture in order to understand the organisational environment
1.2 Become familiar with and document the goods and services provided by the organisation
1.3 Review current service-level agreements if appropriate

Performance Criteria:



2. Identify internal and external client requirements

2.1 Research client service needs and preferred level of service
2.2 Determine the level of service to be provided to the client
2.3 Develop a draft service-level agreement for the client that incorporates quality, time, target performance and cost specifications

Performance Criteria:



3. Negotiate client support service

3.1 Conduct a session with the client to present the draft service-level agreement
3.2 Present proposed service-level agreement to the client in a clear, concise and comprehensive manner
3.3 Present proposed cost and timeframes to the client
3.4 Negotiate the terms with the client and record alterations if required
3.5 Seek clarification where areas of uncertainty or disagreement occur
3.6 Document the terms of service negotiated with the client, and refer the document to appropriate person for approval and feedback

Performance Criteria:



4. Monitor, adjust and implement procedures to maintain client focus

4.1 Assess progress in achieving the client support service targets using organisational systems and procedures
4.2 Gather client feedback to improve the provision of client support services where appropriate
4.3 Make adjustments to client support service based on client feedback and in line with organisational guidelines
4.4 Document changes to service-level agreement and report changes to appropriate person

Performance Criteria:


Learning Outcomes

Details of Learning Activities

Activities in this course are aimed at enhancing student understanding and knowledge of the service level agreements and its application in the workplace and It profession.  Students will look at service level agreements in their own workplace and compare them with standards of other business and industry standards.  Also they will look at how service level agreements can be monitored and improved.  They will investigate and evaluate service level agreements in their organisation and a variety of similar industries.

The Internet and YouTube videos will be used as a learning tool and a resource for students to seek and locate relevant information.
Learning activities may be modified during the semester to meet the needs of students in the current program and the needs of their workplace.

Teaching Schedule

WeeksTopicSoftware /ReadingPractical ExercisesAssessment
1Introduction to Topic, Overview of course and relevance to traineeship and workplace; defining clients / customers; customer serviceRelate to clients on a business level Participants Guide
Tasks as outlined in Participants GuidePractical tasks
2Identifying clients; identifying services of own department; Supply chainSee reading list and online resources
Participants Guide PowerPoints
Tasks as outlined in Participants GuideAssignment
3Identifying client needs; future needs; critical assets; SWOT analysisSee reading list and online resources
Participants Guide; PowerPoints
Tasks as outlined in Participants GuidePractical tasks; class discussion and observation
4Negotiation; developing a Service Level Agreement; Review current SLA; EvaluationSee reading list and online resources YouTubeTasks as outlined in Participants GuideAssignment

Learning Resources

Prescribed Texts


Other Resources

Relate to clients on a business level Participants Guide

Overview of Assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit.
Assessment must confirm the ability to formulate and implement service-level agreements to encourage clients to engage in further business. Assessment must confirm the ability to successfully negotiate client support, service provision and satisfy client requirements for client support service within quality, time, target performance and cost parameters.

Assessment occurs throughout the program and includes learning and assessment activities conducted in the classroom, online and in the workplace giving you the opportunity to practice and be assessed on what you are learning in a work context. You must demonstrate an understanding of all elements of a particular competency to be deemed competent. Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks.

Assessment will incorporate a variety of methods including technical requirements, documentation, workplace activities, in class exercises, quizzes, practical problem solving exercises and presentations. Participants are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met.

If you have a long term medical condition and/or disability it may be possible to negotiate to vary aspects of the learning or assessment methods. You can contact the program coordinator or the Disability Liaison Unit if you would like to find out more.

Assessment Tasks

Class and Work-Based Assessment Activities


All assessments need to be successfully completed to pass the course.

Assessment Matrix

ElementAssignmentPractical TasksIn Class/Work ObservationIn Class TestingIndividual and Group discussion**
1.1 xx x
1.2x x x
1.3xxx x
2.1 x  x
2.2 xx x
2.3xxx x
3.1 x  x
3.2xx  x
3.3xx  x
3.4xx  x
3.5xxx x
3.6xxx x
4.1xxx x
4.2xxx x
4.3xxx x
4.4xxx x

** small group discussion and problem solving on variety of issues at appropriate times during delivery of the course

Other Information

Access to an internet connected computer outside of class times – Internet connected computers are available in the School of Life & Physical Sciences labs on levels 4, 6 or 8 of building 51, 81 Victoria Street, Melbourne.
Further lab access can be found in the student lab on level 3 (ground floor) of Building 8, in Swanston Street, Melbourne; as well as RMIT Libraries.

Course Overview: Access Course Overview