Task 1: Develop Procedures
Task 1: Develop Procedures
Steps for Helpdesk Staff to supporting user and solve the problem
The following steps should be followed by the help desk stuff to solve the problem reported by an official user of All IT Computer Pty Ltd’s. The steps are described in a nested if work flow format where each statement has two optional choice, one for ‘Yes’ and another for ‘No’. The numeric attached with each of the steps indicates the numerical identification of that step.
Step 1: Receive the call and ask for the employee id and department
Step 2: Documented the employee Id and Department name along with the call time and date
Step 3: Ask documented to describe the issue that the user currently perceives
Step 4: Identified if the problem needs advanced It procedure (go to step 5) or General (go to step 11)
Step 5: For advance It procedure ask the user to hold the call while the IT expert should be informed with issue details
Step 6: Connecting the user computer with the It expert through intranet based VPL or virtual portable LAN service.
Step 7: Authenticating the target hardware computer for Access Control Server (ACS)
Step 8: Connect to the user computer and solve the issue
Step 9: Disconnect to the user computer
Step 10: Documenting the problem details with resolving process, go to step 14
Step 11: For general issue follow the GTP or General Troubleshooting Process
Step 12: According to the GTP identify the cause of the issue verbally and instruct the user accordingly
Step 13: Documenting the problem details with resolving process
Step 14: Confirmation from the user to guarantee that the problem has been resolved
Step 15: End the call
Call log
|
Customer Contact / Person |
Date |
Team Member |
Type Call out / Call In |
Note |
|
Allen Worker |
10/4/2018 |
Sam IT |
Call out |
Spoke with Allen regarding laptop repair. Will call again with repair quote |
|
Mathew Morgan |
10/4/2018 |
Ron IT |
Call in |
Registering the issue regarding the manual file handling, solving the problem through support steps |
|
Matt Burglar |
11/4/2018 |
Albert IT |
Call In |
Registering the issue regarding authentication failure. Solving the problem through support steps. |
|
Huber Scott |
12/4/2018 |
Sam IT |
Call out |
Spoke with Huber regarding Data loss. Will call again to get detailed information |
|
Allen Worker |
12/4/2018 |
Ron IT |
Call in |
Spoke with Allen. Process as per the repair quote |
|
Gibson Bolt |
13/4/2018 |
Hamilton IT |
Call in |
Registered the issue regarding software failure. Contacted Advance It department for urgent repairing |
|
Huber Scott |
14/1/2018 |
Sam IT |
Call in |
Spoke with Huber. Collected detailed information about DBMS source and lost attributes |
|
Aspire Hathaway |
14/1/2018 |
Hamilton IT |
Call out |
Spoke with Aspire. Enquired the details of authentication attempting |
List of tasks for staff while solving the client’s issues
|
Phone |
Face to Face |
|
1. Documenting Client Phone number, Name, Address details and register it in an unique customer id |
1. Ask the client if he or she has already have a customer Id |
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2. Ask if the client needs maintenance or wants to place an order |
2. If He or she has customer Id then ask if the client want maintenance service or new order |
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2. Mailing and messaging the customer id to the client with order ID if needed |
3. If the client need maintenance then follow step 3 and 4 and go to step 7 |
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3. Identify if the problem is hardware or software related |
4. If the client does not have id then Document, Name, Address details and register it in an unique customer id |
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4. For hardware related problem ask the client to bring his or her hardware to the nearest outlet. |
5. Mail and messaging the customer id to the client |
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5. For Software issue transfer the call to the IT operation department from initial trouble shooting |
6. If the client need to place a order, document the order details and client requirement and go to step 7 |
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6. If the client wants to place order then document the order details and client requirement |
7. For Hardware or software issue transfer the computer to the IT operation department for repairing |
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7. If more time is required, provide the required time and cost details to the client |
8. If more time is needed then provide the details of required time and cost to the client |
Task 2- Create a Fax
Fax Cover Letter NOTES: Confirmation for Stock availability
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Dear John, It is to inform you that the IBM server system are now in stack and are ready for delivery. As per our previous discussion we need your basic requirement to develop selling and packaging procedure. The service quality with details and price tags have been enlisted and attached with this fax to inform you with more technical and pricing details. Kindly inform us about the selected type of printers and the desired quantity to complete the order placemen process. Kindly reply as soon as possible regarding this order through Fax or Phone. The Contact details are attached with this letter. Looking forward to your cooperation. Thanking You, **(Student Name)** IT Department, AIC Pvt. Ltd. |
Task 3- Create a Memo
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MEMO |
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To: Karen, Lai and Ron, Sales Department From: **(Student)** CC: Kylie Johnson Date: 29/05/2018 Re: Stock information with resource allocation |
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The purpose of this memorandum is to inform you about the stock availability and to request you to proceed with the required workflow relevant for the sale and marketing of this product maintaining consumer relationship. IBM servers, Printers are in stock and available for the potential customers from 28 May, 2018. Any enquiry from employees regarding product details, stock details, will be resolved from now on. The following list have been provided for respective employees in case of any enquiry: Contact details:
· All of this contact details will be available for responding during the office hours. · Employees are requested to make effective contact with the client with whom our company has already made a deal to provide this product. · The Customer information is available at the employee Database server files and cloud storage under certain authentication. · Employees are requested to collect immediate response from interested client as well. Try to make valid deal keeping the product details and stock availability in mind. Note: This procedure will be effective up to the next memo broadcasting with updated information. |
Task 4- Record a message
Message Slip:
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To Ben Tyler All IT Computer Pty Ltd’s Date: 29/05/2018 Time: 4:11PM |
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From Jim Lim of Independent Client Area code 60006 Phone 70765843 |
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Telephoned ?√ Please phone ? Came to see you ? Will call you again ? Wants to see you ? Returned your call ? |
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Message Jim Lim is wanted to talk to Mr. Ben about a quote that he had prepared from him. The call for emergency purposes. As Discussed with the Mr. Ben earlier, the issue needs immediate action to take. Mr. Lim is reminding Mr. Ben second time about the particular situation. Mr. Ben needs urgent response from Mr. Ben as soon as possible. Mr. Ben will be available any day form morning 10 Am to evening 5Pm for answering the call from Mr. Lin on an urgent basis. Message taken by |
Task 5 – WHS Policy and Procedures
IT Computer Pty Ltd’s [AIC]
Work Health and Safety Policy
Goals
The aim of the policy is to show the commitment of the management as well as the employees of IT Computer Pty Ltd’s [AIC] to Health and Safety
This policy aims to reduce as well as eradicate the risk associated with health, safety as well as welfare of all the stakeholders, employees, managers as well as anyone else has the potential to get affected by the business operations (Badri, Gbodossou and Nadeau, 2012).
Task 2: Create a Fax
Finally, the policy aims to ensure that all the work activities are performed safely.
Responsibilities
- Management
of IT Computer Pty Ltd’s [AIC] are committed to provide as well as maintain
- A safe working environment
- Facilities that ensure welfare of the employees
- A commitment to continually improve our performance through effective safety management.
- All the employees should be provided with equal opportunities irrespective of their race, gender, sexuality as well as age.
- Workers
Of the Computer Pty Ltd’s [AIC] are committed to
- Comply with the safe work practices so that they can avoid injuries to themselves as well as their peer employees along with plant and equipments
- Take care of the health and safety both of themselves as well as of others
- Abstain from misusing elements that have been provided for health and safety acts
- Report all incidents as well as accidents during the job immediately (Blok et al.2015)
Fire Evacuation procedure
- Employees should contact the HR department immediately in case of any fire evacuation related procedures.
- Senior official should ensure that Fire Service is called in the event of an outbreak of fire.
Task 6 – Workplace Inspection
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Workplace Inspection Form [3 marks] Department: ___Administration, Facility_____ Room: ____Logistic store, room no: 12 A Inspected by: **(Student name)** Signature: **(Student’s Signature)**Date: 29/05/2018
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Signs and Symbols
|
Sign |
Description (Shape, colour etc) |
Meaning |
|
First Aid Kit |
Initial equipments and procedure manual are consisted in this box to assess and support the injured person in any emergency (Glavan and Palaneeswaranb 2012) |
|
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Fire Extinguisher Foam |
This cylinder should be used during in case of uncontrollable fire. The user manual is attached on the surface of the cylinder |
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Emergency Exit |
This exit door will be used only for emergency purposes such as transporting injured person, Fire explosion etc. |
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Fire Door – Do not Obstruct |
This door is fire and smoke resistant, open this door and use this room only while keeping the door shut in case of uncontrollable fire. |
Task 7 – WHS Meeting Agenda
Date: 29/5/2018
Participant Name:
- Chief Executive officer
- Chief operational manager
- General Manager
- Admin manager
Agenda Items
- To reduce the stress level of the employees due to excessive work load
- To ensure that fire extinguishers are present each and every office rooms.
- To ensure no construction anomalies are there in the Organization.
- To ensure that all necessary first aid tools are present in the office.
- To ensure that all the employees are aware of the location of emergency exit.
Actions
- In order to reduce the stress level of the employees, the work timings of the organization will be revised. Apart from that, several co-curricular activities should be introduced in order to improve the work-life balance. For maintaining the work life balance of the employees, several justified leaves should be introduced (Goetzel et al.2014).
- The management must implement strategies to provide fire extinguisher in each and every office rooms.
- The facility department must check each office room every 6 months to locate any anomalies and renovation of the organization should be done on a yearly basis.
- The management should implement proper first aid measures to ensure the safety of the staffs.
- Printed documents of the location of emergency exit should be provided to each employee.
Task 8 – WHS Incident reporting
What were the hazards in John’s job? What recommendations would you make to immediately eliminate or control the hazards?
The chief hazard detected in John’s job was risks from random chords, tools or other equipments lying on the office floor. The incident happened to John can takes place with any of the employees and considering the fact that the chord was lying near the aisle, more fatal accidents that may results in death could have also taken place (Jackson, Schuler and Jiang 2014).
The first and foremost role of the facility department of the mentioned It company is to ensure invest on internal wiring. This will not only prevent the random lying of chords or wire but will also prevent the risk of shock due to short circuit issues. Apart from that a regular check up of whether any tools or equipments are lying on the floor should be done (Keep 2014).
- Complete the attached Accident Report Form as if you were John.
Date__29.5.2018 Name of injured person: John Jones
Address: 100, Martine Avenue, Sidney 6000 Phone No: 123456789
Date of birth_ 18.11.1991
Date of Accident: 28.5.2018_ Time of accident____11 A.M.
Where accident occurred _The accident had taken place near the isle.
Description of accident _
John Jones got tripped over a wire that was lying near the kitchen. When the incident occurs, he was carrying cup of coffee in his hand. In order to prevent him from falling down, John tried to maintain his balance with his hands. Unfortunate, he was unable to do this and fall awkwardly. The hot coffee he was carrying got spilled on his hand and as a result, he ended up with sprained wrist and burnt hand.
Nature of injury
The nature of John’s injury is major. His right hand, though not broken was has got fractured. Moreover the upper portion of his hand has got highly burnt
Action taken _
John was immediately taken to a local physician. The facilities as well as the HR department were informed about the incident. Abiding by the health and safety act, the organization is bearing the whole financial expense of john’s treatment. Moreover, he is given a compensation amount in order to compensate his loss.
Task 3: Create a Memo
Outcome of accident after the incident: the facility manager got highly aware of the random lying of tools and wire on the office floor.
To whom accident reported: To the facility Manager or Admin manager and to the HR manager of the organization
Witness name __Tom Smith Phone No_ 987654321
Person completing form Tom Smith
Position ___IT Employee_ Signature Tom Smith ___Tom Smith
Manager’s Signature ___Edmond McLaren ___ Date 29.5.2018__
Part C: Implement and monitor environmentally sustainable work practices
Task 9
: Conflict resolution strategies
|
Strategy/policy |
Target |
Compliance |
Persons responsible/affected |
|
Reduce Operational energy use |
Decrease Operational energy use by 15% by June 2018 |
National Greenhouse and Energy Reporting Act 2007 (C th) |
Employees who work in the office turn off light and other power consuming equipment if not in use. |
|
Reduce the risk Factors within the work premises |
Decrease the health and safety risk complain frequency by 40% by July 2018 |
National Occupational Health and Safety Regulation Act |
Employee who observes any kind of risky condition immediately report to the facility and administration department. |
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Increase the efficiency of production lifecycle |
Increase the durability of production equipment by 20% by June 2018 |
Workplace Health and Safety Regulation Act |
Employee should inform any operational misconduct involving the equipment use |
Conflict resolution strategies
- Recognising any case of biased fairness conception within the implementation of forecasted management decision. Repeated training and detailed broadcasting will be the major tool to resolve this issue (Kramar 2014).
- Avoiding any misconception due to misinterpreted work policies within the operational teams. The responsible supervisors have to keep the management updated about the ground level understanding of regulating policies and procedures.
- Close and practical observation into the production, marketing and sales operation to identify existing keyholes or potential anomalies. Appropriate leadership and monitoring approach will be beneficial to collect feedback from ground level employees irrespective of any department.
Task 10 Organisational sustainable policy
The organisational operation has the major regulatory power to control the organisational sustainability under the implementation of environment friendly procedures. The operational objectives have been made keeping the goals in mind that can guarantee the organisational sustainability (Lehto and Cook 2012).
Goals:
- Minimising resource use
- Reducing hazardous chemical use
- Employing a life cycle management approach
Policy:
- Providing healthy and safe work culture and procedure
- Providing equal opportunity for all employees irrespective of their race, gender, religion or cultural background
- Ensuring the efficient power with minimum power waste
- Managing production cycle to minimize waste
- Taking stapes to ensure the safe and healthy environment with equal rights for all employees
- Taking care of employee satisfaction level and their needs
Responsibilities:
The Chief Executives, Administrators, management and all employees are committed to abide by these policies with appropriate code of conducts and regular work-base procedures. Any violation of the responsibilities or code of conduct will be considered as the subject of punishable offence (McGain et al. 2012).
- All IT Computer Pty Ltd will develop the guidelines for all the staffs, volunteers and users to adopt appropriate work practices
- All IT Computer Pty Ltd will act the initial practice to prevent any misconducts or violation
- All IT Computer Pty Ltd will ensure all the employees are concerned about the responsibilities and code of conducts.
Task 11 Implementation plan
To implement the plan the following strategies have to be executed throughout the process of implementation:
- Recognising any case of biased fairness conception
- Avoiding any misconception due to misinterpreted work policies
- Close and practical observation
- Situational leadership approach
- Regular feedback collection and monitoring
|
Target |
Regulating policy |
Responsible super visor |
Detailed procedure |
Costing |
Time frame |
|
Educating employees about the code of conduct and organisational policies |
Work Health and Safety Policy |
Team leaders and Operational Manager |
Weekly training programs with monthly examination |
100 AUD per Employee |
6 months |
|
Ensuring the regular maintenance of regulatory process and ethical practices |
Occupational Health and Safety Policy |
Human resource manager |
Direct monitoring and feedback collection from supervisors |
50 AUD per employee |
10 Months |
|
Ensuring the waste management procedure |
National Greenhouse and Energy Reporting policy |
Team Leaders and Operational Manager |
Direct and indirect monitoring system on production and other systematic practice |
50 AUD per employee |
8 months |
Task 12 Monitoring and review
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Resource checklist |
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Employee name: Morgan Fresh |
Date: 29/05/2018 |
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Position: Administration Manager |
Time: 3:30 PM |
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Dept: Administration, Compliance |
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Have you turned off all equipment in your area (computer, printer, etc.)? Yes No |
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Has all your recycling material been placed in the main bin? Yes No |
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Was all ordering done according to the green purchasing policy? Yes No |
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Are you the last to leave? Yes No If yes: Have the main lights been turned off Yes No Have the taps in the kitchen been checked? Yes No Has all non-essential equipment been powered down? Yes No |
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Compliance review on office waste procedures conducted on 12/6/2018by Anita |
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Policy target |
Priority (H/M/L) |
Progress |
Analysis |
Actions required |
Person/s responsible |
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Repairing the faulted electric lights to reduce electric consumption |
High |
In progress |
Repairing or replacing the electric lights will reduce the addition electric waste for equipments fault |
Monitor office area to ensure all the lights are repaired or replaced with new lights |
Office manager Wilson Peters |
|
Removal of rubbish bins from cubicle area |
Medium |
Completed |
Has led to an immediate reduction in plastic rubbish bag usage – estimated at 20 tonnes p/a |
Monitor office area to ensure no rubbish bins are used |
Office manager Wilson Peters |
|
Reframe production cycle from inbound hardware equipments to packed items for delivery |
Low |
Pending |
Reframing the production frame will reduce the operational waste of material by 35 to 40% |
Collecting regular information about access equipments and packaging |
Operational manager |
Task 13 Resource Usage
The following data demonstrates the paper used over five years period.
|
Year |
Quantity |
|
2006 |
27 reams |
|
2007 |
25 reams |
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2008 |
55 reams |
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2009 |
58 reams |
|
2010 |
69 reams |
The following graphs visually demonstrate the increase paper usage
References:
Badri, A., Gbodossou, A. and Nadeau, S., 2012. Occupational health and safety risks: Towards the integration into project management. Safety science, 50(2), pp.190-198.
Badri, A., Nadeau, S. and Gbodossou, A., 2012. Proposal of a risk-factor-based analytical approach for integrating occupational health and safety into project risk evaluation. Accident Analysis and Prevention, 48, pp.223-234.
Blok, V., Wesselink, R., Studynka, O. and Kemp, R., 2015. Encouraging sustainability in the workplace: a survey on the pro-environmental behaviour of university employees. Journal of cleaner production, 106, pp.55-67.
Daley, D. M. 2012. Strategic human resources management. Public Personnel Management, 120-125.
Florea, N.V., 2014. Using Recruitment Agencies to obtain the best candidates. Land Forces Academy Review, 19(1), p.80.
Forsyth, A., 2016. Industrial legislation in Australia in 2015. Journal of Industrial Relations, 58(3), pp.372-387.
Glavan, C. and Palaneeswaranb, E., 2012. The price and complications of safety compliance–An Australian perspective. Chemical Engineering, 26.
Goetzel, R.Z., Henke, R.M., Tabrizi, M., Pelletier, K.R., Loeppke, R., Ballard, D.W., Grossmeier, J., Anderson, D.R., Yach, D., Kelly, R.K. and Serxner, S., 2014. Do workplace health promotion (wellness) programs work?. Journal of Occupational and Environmental Medicine, 56(9), pp.927-934.
Jackson, S. E., Schuler, R. S., and Jiang, K. 2014. An aspirational framework for strategic human resource management. The Academy of Management Annals, 8(1), 1-56.
Keep, E. 2014. Corporate training strategies: the vital component?. New Perspectives, 109-125.
Kramar, R. 2014. Beyond strategic human resource management: is sustainable human resource management the next approach?. The International Journal of Human Resource Management, 25(8), 1069-1089.
Lehto, M.R. and Cook, B.T., 2012. Occupational health and safety management. Handbook of Human Factors and Ergonomics, Fourth Edition, pp.699-733.
McGain, F., Story, D., Kayak, E., Kashima, Y. and McAlister, S., 2012. Workplace sustainability: the “Cradle to Grave” view of what we do. Anesthesia and Analgesia, 114(5), pp.1134-1139.
Phillips, J.A., Holland, M.G., Baldwin, D.D., Gifford-Meuleveld, L., Mueller, K.L., Perkison, B., Upfal, M. and Dreger, M., 2015. Marijuana in the workplace: Guidance for occupational health professionals and employers: Joint guidance statement of the American Association of Occupational Health Nurses and the American College of Occupational and Environmental Medicine. Workplace health and safety, 63(4), pp.139-164.
Renwick, D. W., Redman, T., and Maguire, S. 2013. Green human resource management: A review and research agenda. International Journal of Management Reviews, 15(1), 1-14.
Robson, L.S., Stephenson, C.M., Schulte, P.A., Amick III, B.C., Irvin, E.L., Eggerth, D.E., Chan, S., Bielecky, A.R., Wang, A.M., Heidotting, T.L. and Peters, R.H., 2012. A systematic review of the effectiveness of occupational health and safety training. Scandinavian journal of work, environment and health, pp.193-208.
Treweek, S., Lockhart, P., Pitkethly, M., Cook, J. A., Kjeldstrøm, M., Johansen, M., … and Jones, R. 2013. Methods to improve recruitment to randomised controlled trials: Cochrane systematic review and meta-analysis. BMJ open, 3(2), e002360.
Xiang, J., Bi, P., Pisaniello, D. and Hansen, A., 2014. The impact of heatwaves on workers? health and safety in Adelaide, South Australia. Environmental research, 133, pp.90-95.
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Zanko, M. and Dawson, P., 2012. Occupational health and safety management in organizations: A review. International Journal of Management Reviews, 14(3), pp.328-344
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