ICTICT608: Client Interaction Project - Business Proposal & Analysis

This project-based assignment assesses a student's understanding of client interaction in a business context. It begins with a series of questions exploring change management, research methods, Service Level Agreements (SLAs), project proposals, client feedback, hardware and software, ICT industry trends, contract elements, unfair contract terms, indemnification clauses, commonwealth procurement, contract structures, and negotiation. The assignment then requires the student to develop a business proposal for a client, IT Biz Solution, to upgrade a website. The proposal includes background information, a proposed solution, pricing, and a conclusion. Finally, the student must assess project progress, make recommendations to resolve issues, and modify the proposal based on new agreements. The assignment demonstrates the practical application of theoretical concepts in a real-world business scenario, emphasizing client communication, contract negotiation, and project management skills. The student is required to provide well-researched answers, demonstrating a comprehensive understanding of the relevant business principles and practices.

Interact with clients on
a business level

Table of Contents
TASK 1............................................................................................................................................3
1)Explain what the change management process is....................................................................3
2)Give at least three methods for researching clients’ organisational policies, procedures and
products?......................................................................................................................................3
3)What is a Service Level Agreement (SLA), and what are the key elements of SLA?.............3
4)What is a project proposal and what are the key elements of a successful one?......................4
5)Why is the client’s feedback important prior to signing any agreement?................................4
6)Identify two types of hardware and software products that are relevant to providing client
services and support.....................................................................................................................4
7)Identify three types of products that it is possible they may sell in the future if they keep up
with trends. To complete this question, you will need to review trends in the ICT industry.....5
8)Which elements should a contract include for it to be legally binding....................................5
9)Provide three examples of what could constitute an unfair contract term under consumer law
.....................................................................................................................................................5
10)Explain the purpose of an indemnification clause within a contract and service level
agreement.....................................................................................................................................6
11)Review the procedure for commonwealth procurement at the following link: Also, explain
in your own words how this government department ensures that value for money in
contracting third parties is achieved............................................................................................6
12)Explain a standard structure for a contract that an organisation may use:.............................6
13)Describe the key steps in a successful negotiation.................................................................6
14)Summarise two key concepts of negotiation and how these can be used to build effective
business relationships..................................................................................................................7
TASK 2............................................................................................................................................7
INTRODUCTION...........................................................................................................................7
CONCLUSION................................................................................................................................9
TASK 3............................................................................................................................................9
Progress of the Report...............................................................................................................10
Recommendations to resolve issues..........................................................................................10
Modify their proposal to reflect any new agreements...............................................................10
REFERENCES..............................................................................................................................12

TASK 1
1)Explain what the change management process is.
It is explained as the process in which organisation tries to being changes within their
working style for the purpose of meet out the targets on specific time period. It is necessary to
understand that whenever any of this situation occurs, role of manager and leader within the
entity increases because they are the one who can guide specifically in it to the each of the
employees.
2)Give at least three methods for researching clients’ organisational policies, procedures and
products?
There are different types of organisation where their working styles are different for
attaining the targets. The three different method for researching the client’s organisational
policies, procedure and products are mentioned below:
 Meeting can be conducted with top level managed as they are the who carries all of the
information about the business organisation.
 Information can be collected through different types of online sources where most of the
information can be collected these days in easiest manner (Josserand, Schmitt and
Borzillo, 2017).
 For identify about the products, entity can also buy the product which can be helpful in
identifying about the detail of a product.
3)What is a Service Level Agreement (SLA), and what are the key elements of SLA?
It is explained as a contract in which all of the detail information are mentioned regarding
the involved parties and the services which they are needed to provide to the agreed party. This
types of agreement can be formed between any of the parties such as business and its customers,
specific department of a company with another department and many more. Some of the key
elements of SLA are:
 Detail information about the contract must be mentioned.
 Goals and objective are to be included in it.
 Service report and tracking or work which has been performed and many more.

4)What is a project proposal and what are the key elements of a successful one?
Project Proposal can be explained as the document which facilities a professional
relationship between company and its outsider contributors who can play the crucial role in
accomplishing the goals. This is the primary part of any of the project. Some of the key elements
of successful project proposal has been mentioned below:
 Firstly, it is necessary to have abstracts in it.
 Statement of requirement is also necessary in it which must explain about the
requirement of preparing the proposal (Ahuja, Nikolova and Clegg, 2020).
 Project Activity, Methodology and outcomes should be there.
 Also, evaluation is important in it.
5)Why is the client’s feedback important prior to signing any agreement?
In present scenario, there are lots of legal requirement which must be fulfilled and it is necessary
to understand for any of the person that client feedback must be obtained because it is one of the
way through which better solution can be obtained. It will simply allow to understand whether
customers are satisfied or not. Also, feedback can easily allow to determine whether changes are
needed or not with the agreement because once documents is signed then all of the work must be
performed accordingly.
6)Identify two types of hardware and software products that are relevant to providing client
services and support.
There are different types of hardware and software which can be helpful for providing the
services to the customers. The two type of hardware which are essential is Monitor and External
Hard Disk. Talking about the capabilities of Monitor, it simply allows the client to read the data
in digital form and even it makes working environment much faster (Girchenko, Ovsiannikova
and Girchenko, 2017). External Hard Disk has the capability of Storing the data which are
essential for the organisation. Also, data can be operated in any of the system by taking its help.
The software for client which is can be helpful are operating system and internet browser.
Capabilities of operating system is that it allows to execute the program which are essential for
performing any of the work. Also, it helps in protecting the data and supervising the work. At the
same time, some of the capabilities of internet browser is that it allows to collect relevant data
and information can be transferred in very quick succession.

7)Identify three types of products that it is possible they may sell in the future if they keep up
with trends. To complete this question, you will need to review trends in the ICT industry.
The three types of hardware which ICT industry can sell to be in trending in future are
Graphic card, Virtualization and Cloud Computing. While talking about Software, they are
Cyber Security, Artificial Intelligence and Big Data. All of this data software can be helpful in
performing number of organisational activity and keeping the business in full of trends in future
time period as well.
8)Which elements should a contract include for it to be legally binding.
There are some of the essential elements which must be considered at the time of formation of
contract so that agreement can be formed as legally binding.
 Firstly, offer and acceptance should be there between the parties.
 There is also necessary that contract should be valid in nature.
 Person must be capable of entering into the contract as where they must attain the age of
18 years (Theodoraki and Messeghem, 2017)
 Contract party should not be of unsound mind because that sort of contract will not be
counted as valid contract.
These are the elements which must be focused while entering into any of the contract. If any
of this element misses out, then contract will not be counted as valid contract.
9)Provide three examples of what could constitute an unfair contract term under consumer law
As per consumer law there are some of the condition where it can be constitution of contract is
unfair. In order to understand the concept, three different examples have been mentioned below:
 Unilateral Price Increase is one of the example which falls under the category of unfair
contract.
 Setting the price once contract has been signed.
 Unfair Indemnity Clause.

10)Explain the purpose of an indemnification clause within a contract and service level
agreement.
Indemnified Clause can be explained as the clause which are included with the contract
or agreement in order to cover up the losses which is faced by contracted party (Gill and et. al.,
2019). The main purpose of including it within contract and service level agreement is just to
ensure that risk and expenses can be covered with an event is breached in middle of its
execution. It also helps to ensure that contracted party will not perform any of the misconduct
within the contract.
11)Review the procedure for commonwealth procurement at the following link: Also, explain in
your own words how this government department ensures that value for money in contracting
third parties is achieved.
The procedure for the commonwealth procurement process is well defined within
commonwealth law which simply suggests that good value must be provided against the money
investment. Also, delivery of goods and services should be of best quality as per the investment
made in it. Even value should be against the money.
In order to ensure that value against the money while contracting the third parties is
determined by taking the help of standards which has been introduced by legislative body. If
those standards are not met, then person or government authorised body gets the option to take
legal action against the defaulter in it.
12)Explain a standard structure for a contract that an organisation may use:
It is necessary to understand that standard structure must be followed by business organisation
whenever they enter within the contract. It is essential for them to ensure that in any of the
situation standard format must be followed because it simply allows to reduce the problem.
Standard form of structure says that organisation should be able to prepare the contract from
beginning because that is one of the way which can be effective in current scenario (Keulemans
and Groeneveld, 2020). It is essential for the business entity work must be performed as per the
standard guidelines which has been mentioned within the contract paper.

13)Describe the key steps in a successful negotiation.
Negotiation with the contract is very much important because it can be certainly helpful for the
organisation in performing better after entering into the contract. There are certain key steps
which must be followed for successful negotiation and those steps has been mentioned below:
 Firstly, preparation of the key point is essential
 Discussion should be done
 Clarification of the goals is vital in it.
 It is also important to do negotiation towards a win-win outcome.
 Agreement is to be done in this step.
 Finally, implementation of a course of action is equally important.
14)Summarise two key concepts of negotiation and how these can be used to build effective
business relationships
The two key concept of negotiation are Decision Making and Effective verbal
communication. Both of this concept can be very much effective in building the effective
business relationship because it certainly provides the way that how entity should perform for
attaining the goals (DELAFROOZ and et. al., 2017). Both of this concept will allow to reach the
conclusion related to the contact which is crucial for business entity.
TASK 2
INTRODUCTION
The current marketing situation suggest that any of the organisation can perform effectively
within the market only in that particular situation where they have knowledge regarding the
requirement of customers. Also, frequent update is needed in it for attaining the targets and goals
on specific time period. In context of this task, IT Biz Solution will work for prepare the
proposal for Grow Management Consultants that how they can upgrade their website.
IT Biz Solutions
Business Proposal for Grow Management Consultants
Background: IT Biz Solution is among one of the leading brands within the market which
provides effectives services to their customers/client. The main purpose of the organisation is

to deliver the services which are related to IT sector where most of the organisation need to
work because of the current trend which can be easily identified (Landry, Amara and
Doloreux, 2016). The grounds on which company work is based on bringing improvement into
the social sites. The main focus of organisation in this sector is just because of the current
trend o IT sector in present time.
Client Needs: After listing to the points of Paul Burns, it can be clearly understood that Grow
Management Consultants wants to improve their official website and wants to fix all of the
bugs which is creating problem for them operate the website. The main requirement to bring
changes is just because the way of operating the site is very difficult and it has creating the
problem to perform and handle the customers. Currently, organisation is unable to give
authority to any of their employees because of the design of website which is not easy to
operate. In addition, bringing improvement to the official website will allow them to attract
more customer a provide them proper information (Eutsler, Norris and Trompeter, 2018).
Even organisation wants to improve their interface of the website so that other employees can
also allow them to operate the official website. This particular changes will allow them to
attain their desire goals and target.
Service level agreements: It is the agreement which is to be prepared between client and the
service provider company. After analysing all of the factors and requirement of Paul Burns,
company will only work for upgradation of website so that organisation can perform
effectively in future time period as well. Some of the important points which are included
within the agreement are listed below:
 As, upgradation is needed to be done within the website so once site is handed to the
client then company will not work for improvement.
 Once company will verify that there is no requirement to bring further improvement
then in that respective situation company will not work for any of the changes.
 If maintenance charges will be increased, then 14 days’ prior notice will be provided
by the company.
 Amendments can be brought where notice of 30 days is required to be given in written
form (Kachelmeier, 2018).
 Company will work for maintenance on the site within three days of receiving the

notice.
 If website faces any of the problem them client must notify IT Biz Solution so that they
can bring out the best solution to the problem.
Services offered: It is crucial to understand that whenever any of the entity enters into the
contract they mainly see the benefits which they can get once contract is completed. In this
respective IT Biz Solution wants to clarify that they provide number of services to their client
such as managing the IT services, workstation, Hardware sales and Maintenance, website
design and many more. As Paul Burns wants to avail the services in which they can improve
the performance of their official website. Firstly, company wants to ensure that almost 3
months’ time period might be required if project is of complex nature. Even company will
work were they will try to keep official website up to date even after the completion of a
project. Also, company works for the site which can be operated 24*7 which is crucial in
current scenario. Earning opportunity will increase because of improved interface of website.
Costing: The fee structure of IT Biz Structure says that simple website construction will incur
the expenses of $5000 but if project is of complex in nature then it may incur up to $10000.
Also, there will be some of the situation where changes will be required to brought within the
website where $400 will be charged on a monthly basis (Mezera and Krupka, 2017). Company
have some of the discount policies as well which is provided in that respective situation where
expenses is more than $10000. In this situation, company provides the discount of 105.
Timelines: Payment can be done into three different part where 50% of the amount most be
deposited at beginning and remaining 25% can be done once half of the work is completed and
remaining must be done at the time of taking delivery. Customisation is available in this
particular area.
CONCLUSION
From the task, it can be concluded that whenever any of the service provider company enters
into the contract with client, they are needed to provide detail information. All of the information
in it is based upon the area that service provider company will focus upon. This documents
allows the client to decide whether they should give opportunity to the organisation or not
perform their task through which they can accomplish their personal milestones.

TASK 3
As per the proposal has been send in the second task, it was found that Paul Burns have
accepted the proposal and handed the responsibility to IT Biz Solution to being improvement
within their official website. In this respective task the major focus will be upon managing each
of the activity in systematic manner where some of the changes are to be made for that additional
contract is to be prepared and must be drafted to Grow Management Consultant.
Progress of the Report
As per the approval has been given by Grow Management Consultant the work for
brining changes within the official website has been started where home page has been already
edited by the team. If all of this work will be conducted in this particular fashion, then there is
high probability that IT Biz Solution will be able to complete their work on given time period
which is very much important as per the contract deed which has been prepared by agreed party.
Here, project team leader had said that although team is fill of expertise but still they are
struggling to handle the situation because of the extra work which has been provided to them
which they must perform. It will certainly not allow to complete given work on specific time
period which has been decided as per previous contracted terms and condition (Snihur, Thomas
and Burgelman, 2018). In short, additional requirement of the company has created the doubt on
the mind of website team leader whether goals will be accomplished or not because additional
information have increased the burden and made team behind their target line.
Recommendations to resolve issues
Here, in this particulars situation organisation is facing the problem because of the
difficulties which are being faced by the organisation. In order to resolve problem, it is necessary
to understand for team leader that they should try to identify the main reason behind the problem
and then according to that proper training must be provided. As different instructions are being
provided to client, it is essential for the team leader to guide their sub ordinates that how they can
collect all of the necessary information because that is one of the technique through which work
can be performed effectively.

Modify their proposal to reflect any new agreements.
As number of changes are to be made within working style of the company. It is necessary for
organisation to understand that changes with the working style must be mentioned within the
contracted term. Some of the amendment are to be made with the contract which is related with
timescale, fees structure because additional work will definitely require additional time period.
As expenses upon manpower also increases it is crucial for manager to amend the total
contracted value for earning profit through the project.

REFERENCES
Books & Journals
Josserand, E., Schmitt, A. and Borzillo, S., 2017. Balancing present needs and future options:
How employees leverage social networks with clients. Journal of business strategy.
Ahuja, S., Nikolova, N. and Clegg, S., 2020. Professional identity and anxiety in architect-client
interactions. Construction Management and Economics, 38(7), pp.589-602.
Girchenko, T., Ovsiannikova, Y. and Girchenko, L., 2017. CRM system as a keystone of
successful business activity. Knowledge-Economy Society: Management in the Face of
Contemporary Challenges and Dilemmas, pp.251-261.
Theodoraki, C. and Messeghem, K., 2017. Exploring the entrepreneurial ecosystem in the field
of entrepreneurial support: a multi-level approach. International Journal of
Entrepreneurship and Small Business, 31(1), pp.47-66.
Gill, M. J. and et. al., 2019. Negotiating imitation: examining the interactions of consultants and
clients to understand institutionalization as translation. British Journal of Management.
Keulemans, S. and Groeneveld, S., 2020. Supervisory leadership at the frontlines: Street-level
discretion, supervisor influence, and street-level bureaucrats’ attitude towards
clients. Journal of Public Administration Research and Theory, 30(2), pp.307-323.
DELAFROOZ, N. and et. al., 2017. Specifying the Social Media Usage among Insurance
Companies, Agents and Clients (insured)’Interactions (Case study: Iran Insurance Co.).
Landry, R., Amara, N. and Doloreux, D., 2016. Are Knowledge Flows between Knowledge-
Intensive Business Services Firms and their Clients Dominated by Codified or Tacit
Knowledge? Why? The Case of Québec City. Knowledge-Intensive Business Services:
Geography and Innovation, 145.
Eutsler, J., Norris, A. E. and Trompeter, G. M., 2018. A live simulation-based investigation:
Interactions with clients and their effect on audit judgment and professional
skepticism. Auditing: A Journal of Practice & Theory, 37(3), pp.145-162.
Kachelmeier, S. J., 2018. Testing auditor-client interactions without letting auditors and clients
fully interact: Comments on Bennett and Hatfield (2018). Accounting, Organizations
and Society, 68, pp.58-62.
Mezera, F. and Krupka, J., 2017, October. Classification of Clients on the basis of Modifying
Case-based Reasoning Algorithms. In International Conference on Man–Machine
Interactions (pp. 311-319). Springer, Cham.
Snihur, Y., Thomas, L. D. and Burgelman, R. A., 2018. An ecosystem‐level process model of
business model disruption: the disruptor's gambit. Journal of Management
Studies, 55(7), pp.1278-1316.