This study material explores the ICT professional practice and ethics, focusing on the development of the Telstra 24/7 app and crowd support. It discusses the work centered analysis chart, major activities and processes, common disappointments, and more.
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Running head: ICT PROFESSIONAL PRACTICE & ETHICS ICT Professional Practice & Ethics Name of the Student Name of the University Author’s Note
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1 ICT PROFESSIONAL PRACTICE & ETHICS WCA – Work Centered Analysis Chart CustomersProducts and Services Forthedevelopmentofthework centeredanalysischarttheinternaland external customers for the development of 24/7 application is identified. The customer service provide by the application is needed to begeneratedwiththehelpofbusiness process. The main participants of the business areneededtobeidentifiedandthe information that is used or created from the app is identified. The technology utilized by Telstraformanagingdigitaldisruptionis evaluated for moving into a single platform and create a unified approach that acts as a game changer to the information architecture (Telstra.com.au. 2019). The WCA framework is used for implication of the computer system that the business professionals should focus andperformingonthework.Theappis developed for broadening the technology for improving the business process, participants and the information used. The elements used Telstra 24/7 app and crowd support platform Here the app act as a forefront for societalandeconomicchangeforthe management of disruption map. The app is developedto support a widerangeofdeviceandplatformfor delivering customer control for the targeted 1.5 million regular users.
2 ICT PROFESSIONAL PRACTICE & ETHICS for mitigating the digital disruption is used for identifying the change in results. Major Activities and processes Major Steps: Develop the app by linking the CrowdSupport community that is another channel that is used by Telstra for revolutionizing the method relating to services and customers. The user downloads the app from playstore or appstore for using it. The user identified the usability and features provided by the app and provided contact information. It helps in managing different services at the same time depending on the needs of the user. Multiple services such as broadband services, Telstra mobile, landline, etc. can be managed from the app. The user needs to register into the account with the details of the services for which the user has subscribed. Rationale: Instead of forcing the users to go to the office of Telstra or call to the customer care the app permits the user to access the resources from online from different location. The app helps in manage the services such as checking data usage, view and pay the monthly bills, online tracking of the order or buy other Telstra service. ParticipantsInformationTechnology TheuserwhoareUser information of thePersonal smart mobile
3 ICT PROFESSIONAL PRACTICE & ETHICS interested for taking advantageofthe differentoffersand use the Telstra App arethemain participant. Theaccount managerfor managingthe account of the user. Servicedepartment for providing service to the user customer Outstandingbilland lastpaymentordata used by the user Servicedetailsand offersprovidedby Telstra devicesusedbythe customer Networks and servers usedbyTelstrafor processingtheuser request. Common Disappointment There are different systems that are used by the organization that can cause failure or disappointment. The excellence, quality and agility for the app development help in reducing the complexity of the personal life of the users. Switching to the app can help the user to find the new service plan, bill payments and current usage of the plan from remote location and correct the bills that is received by the user. The app can help the user to switch to a new plan or compare the available plans that is suitable for the user daily usage. The tendency for the selection of new technology and the central element for the development of app helps in reflecting a techno centric view.
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4 ICT PROFESSIONAL PRACTICE & ETHICS The difficulty for the implementation of the app in the current business process is needed to be identified for focusing on the organizational aspects and assuming that the technology is responsible for success and causing mistakes and error in the business. Therearedifferentpublicizedstoriesthatcausesdigitaldisruptionandhighlevelof disappointment for the It related projects. There is different temptation that are needed to be identified by Telstra for avoiding their consequences and address the needs of the user and the business. Temptation#1: Visualizing technology as a system The case study of Telstra is reviewed for identifying the issues in the case and the benefits that Telstra can achieve with the implementation of the system. The technology is needed to be seen as a central component or even as an entire system for the reflection of techno centric view (Lucheseet al.2018). It is needed to be assumed that the technology is responsible directly for the success and provides a balanced view for the recognition of the people and managing work practice to improve the customer relationship (Perdue, Driscoll and Petrykowski 2017). The system is defined as a software in the business for discussing its benefits and software features but for Telstra the software acts as a part of the system. Temptation#2: Making assumption that technology can make diversified changes in the business. The technology can be used as a magic bullet for the computer industry and it helps in providing the information that are required for making people smarter and transform the organization for gaining competitive advantage (Steadman and Thomas 2015). With the great potential of IT the organizational problems can be solved with the adoption of the app development and create a larger support system for handling more number of customer from a
5 ICT PROFESSIONAL PRACTICE & ETHICS central location (Revellet al.2018). The user enthusiasm and the technical capabilities helps in development of a techno centric design. The team member involved in the project development should pay more attention to the technology that can be applied for reducing the complexity and elaborate the security system to perform the basic needs of the organization. Temptation#3: Abdicating the responsibility for the system The current business operates using an information system and the app is needed to be connected with the information system using a secure link for fetching data and information. Telstra is an internet service provider company and responsible for producing account statement and performing other organized activity. The IT managers are responsible for development of computer related tools and running them in the system but the line manager is responsible for defining the operation of the organization (D. St-Maurice and M. Burns 2018). The responsibility related with the confusing system are sometimes abdicated by the managers are excessive powers are granted to the It professionals for deciding and defining the operation of the system. The manager sometimes may be unwilling to get involved in the analysis and giving excuses. Temptation#4: Avoiding measurement of performance The key performance indicator is needed to be identified and actual values are needed tobeprovidedfortheestimationofmetricsinthearea(Abdel-Rahman2017).The management of goals and responsibility is needed to be measured for increasing the difficulty and avoid the error occurrence. Measuring the avoidance causes a significant effect on the project including IT because it can help in improving the unclear goals (Duarteet al.2015). The capability of the new app and the benefits for taking better decision is identified for deciding whether can improve the effort.
6 ICT PROFESSIONAL PRACTICE & ETHICS Temptation#5: Superficial analysis acceptance It is started with the development of the project and finding that the users and managers are willing to participate in the development process. The goals and objectives are needed to be defined for identifyingthe changesthat are needed to be done for the accomplishment of the goals (Sutrisnoet al.2016). The response time of the app should be kept minimum and a techno centric design is needed to be created for focusing on the IT related changes and management of work practice (St-Maurice 2017). The microscopic details and the pressure on keeping the project schedule for avoiding loss of gain should be identified and the issues are needed to be plunged. Temptation#6: One dimensional thinking acceptance The work practice for understanding the application of the system in the foreground and background of the business process is needed to be identified. The available infrastructure and existence for producing the product is essential for the analysis of the current system and using them in the one dimensional analysis for analyzing the existence of the system in vacuum and getting the intended outcome (Ceolta‐Smith,Salway and Tod 2018). The computerized capabilities of the app help the managers and designers to validate the benefits and manage the proposed changes to implement them in the organization. Temptation#7: Assumption of desired changes for its implementation Innovations cannot be implemented themselves and changes is needed to be significant that requires planning, extensive communication and implementing effective response for the emergence of the problem (Hicks 2018). The well designed system can encounter difficulties in implementation due to unavailability of the resources and thus extra effort is needed for utilizing the available resource for the completion of the task. An unrealistic assumption for
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7 ICT PROFESSIONAL PRACTICE & ETHICS implementing the project causes resistance and different interpretation for the resistance (Brown 2018). It should be believed by the software team that capability of the team members is needed to be improved and the employees should be motivated to believe that intended changes is reflected in the business. The basis of the work system method is apparent in commonality Participants and customers –A separate thinking should be used for identifying the participants of the system and the customers. The main participants are the employees of the company who works for the development of the system (Pritchett 2018). The customers are defined as a work system participant for the Telstra case study for performing the self-service activity and use the technology being developed for them. Information –A computerized database is involved for each of the work system and it might contain other information stored in it. The transaction related with the information for the app is stored in a highly structured database other relevant information should be from different modules of the information system. Technologies –The work system is highly dependent on the technologies and it ranges from personal computing, telephones and web sites for making complex calculations. Services and products produced to the customers –The work system is designed to produce elements for the internal and external customers (de Souzaet al.2018). The administrator is responsible for the management of data and maintain overtime of software. Environment –The shared infrastructure and for the development of the environment can affect the operation. It can help in meeting the industry wide expectation and developing of a effective and attractive application. Infrastructure –The information infrastructure, technical and human infrastructure is
8 ICT PROFESSIONAL PRACTICE & ETHICS used for increasing the reliability of the shared infrastructure (Lucas 2017). For example, the development of the app is dependent on the human infrastructure and for maintaining the working environment the technical infrastructure is needed to be provided as a resource to the development team. Strategies –An operational strategy is needed to be developed for taking decision and the approval of the user access. It helps the customer to take decision and improve the relationship with the system while resolving the conflicts for the management of company policy. Short Note on Telstra: Telstra is selected as an organization for/ the analysis of digital disruption and outlining the changes that are adopted by the company for the management of the event. The company has implemented a 24/7 application for supporting the crowd and improving the relationship with the customer. The development of the app helps in investing in design, people and digital deliver. The extension of the company is known for the culture of engineering and digital transformation of the company (Telstra.com.au. 2019). The app acts as a single platform for developing a unified approach for the development of an information architecture and act as a game changing and it helps in delivering a control on the customer. A crowd support community is used as a channel using which Telstra revolutionized different paths for relating with services to the customer. A work centered analysis framework is used for management of business process and identifying the steps involved for managing the business process.
9 ICT PROFESSIONAL PRACTICE & ETHICS
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10 ICT PROFESSIONAL PRACTICE & ETHICS References Abdel-Rahman, T., 2017.Mixture of Factor Analyzers (MoFA) Models for the Design and Analysis of SAR Automatic Target Recognition (ATR) Algorithms(Doctoral dissertation, The Ohio State University). Brown, T.M., 2018.A revised cost-benefit analysis tool capable of analysing the effects of vocational rehabilitation(Doctoral dissertation, University of Salford). Ceolta‐Smith,J.,Salway,S.andTod,A.M.,2018.Experiencesfromthefrontline:An exploration of personal advisers’ practice with claimants who have health‐related needs within UK welfare‐to‐work provision.Health & social care in the community,26(4), pp.e598-e608. D. St-Maurice, J. and M. Burns, C., 2018. Using cognitive work analysis to compare complex system domains.Theoretical Issues in Ergonomics Science,19(5), pp.553-577. de Souza, C.A.F., Calixto, M.F., Marques, M.P., de Sá Oliveira, A.C.B. and de Jesus Alves, A.C., 2018. Uso de avaliação do desempenho para prescrição de dispositivos de tecnologia assistiva.Revista de Terapia Ocupacional da Universidade de São Paulo,29(1), pp.34-40. Duarte, M.A., Alvarenga, A.V., Azevedo, C.M., Calas, M.J.G., Infantosi, A.F. and Pereira, W.C., 2015.Evaluatinggeodesicactivecontoursinmicrocalcificationssegmentationon mammograms.Computer methods and programs in biomedicine,122(3), pp.304-315. Hicks, A., 2018.Social democracy and welfare capitalism: A century of income security politics. Cornell University Press. Lucas, J., 2017. Patterns of urban governance: A sequence analysis of long-term institutional change in six Canadian cities.Journal of Urban Affairs,39(1), pp.68-90.
11 ICT PROFESSIONAL PRACTICE & ETHICS Luchese, C.L., Pavoni, J.M.F., dos Santos, N.Z., Quines, L.K., Pollo, L.D., Spada, J.C. and Tessaro, I.C., 2018. Effect of chitosan addition on the properties of films prepared with corn and cassava starches.Journal of food science and technology,55(8), pp.2963-2973. Perdue, S.W., Driscoll, D.L. and Petrykowski, A., 2017. Centering Institutional Status and Scholarly Identity: An Analysis of Writing Center Administration Position Advertisements, 2004-2014.The Writing Center Journal, pp.265-293. Pritchett,A.,2018.ASystematicApproachtoReliability-CenteredMaintenance.Naval Postgraduate School Monterey United States. Revell, K., Langdon, P., Bradley, M., Politis, I., Brown, J. and Stanton, N., 2018, January. User centered ecological interface design (UCEID): A novel method applied to the problem of safe anduser-friendlyinteractionbetweendriversandautonomousvehicles.InInternational Conference on Intelligent Human Systems Integration(pp. 495-501). Springer, Cham. Steadman, K. and Thomas, R., 2015. An evaluation of the ‘IPS in IAPT’psychological wellbeing and work feasibility pilot. St-Maurice, J., 2017. Improving data quality in primary care: Modelling, measurement, and the design of interventions. Sutrisno, A., Kwon, H.M., Gunawan, I., Eldridge, S. and Lee, T.R., 2016. Integrating SWOT analysis into the FMEA methodology to improve corrective action decision making. Telstra.com.au.(2019).Telstra-Telstra24x7App-MyAccount.[online]Availableat: https://www.telstra.com.au/my-account/telstra-24x7-app [Accessed 11 Apr. 2019].