Assessment Instructions:

The student should study the following Job Advertisement and then write a report demonstrating their knowledge of core Customer Service skills outlined in the questions that follow. NOTE: While the job advertisement is for a junior IT role, this assignment is appropriate for both Accounting and IT students. There is no requirement to have knowledge of, or skills in, the IT discipline referred to in the role specification.

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Job Advertisement:

• Global Market leading FMCG organisation
• Part of the Enterprise Architecture team
• Junior/entry level role - opportunity to advance your career with a tier 1 brand

The Company

Goodman Fielder sits within the Wilmar Group, a global leading Agribusiness Group known for its high quality processed agricultural products. Together, we pride ourselves on making everyday food better for everyone. We own a host of iconic brands that generations of Australians have grown up with and put in their supermarket trolleys every week.

Our aspiration is to be the leading integrated food business in the Region. We are a team that believes that anything is possible. A team that understands our business and focuses on the right things that make the biggest difference and one that considers our end-to-end value chain when making decisions to optimise our business. We drive change as an opportunity for us to innovate and transform our business and to achieve beyond what we think is possible.

The Opportunity

The Junior IT System Analyst role exists to help gather, organise, and document/develop our IT artefacts, standards/policies, and plans. Reporting to the Enterprise Architect, the role will act both as a team librarian, taking responsibility for organising, cataloguing, and storing key IT artefacts and information, (for the benefit of the whole team) as well as developing/documenting new artefacts and detailed IT inventories and making sure these are all kept current and up to date

What you will do:

• Organise, catalogue and store key IT artefacts in an Architecture repository
• Support EA team in the development of the technology strategy and framework for the next 3-5 years
• Consolidate and maintain the IT Application and Infrastructure inventories
• Document standard IT policies
• Collaborate with Solution architects, the Project Management Office (PMO) and Business Leads to document Architectural roadmap

What you need:

• Domain driven design experience, preferably focused on food manufacturing or consumer goods industry
• Strong communication skills - both verbal and written
• Possess strong negotiation and conflict resolution skills
• Display a strong customer focus background with commercial awareness and strategic thinking capability
• Familiarity with Sharepoint, MS Office (Excel specifically) and Visio would also be highly desirable
• Exposure to modelling language such UML is desirable

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Requirements:

You may assume that you have all the technical and soft skills required to perform the above role and that you have been offered the job. You will commence that role next week.

You are required to write a report of 800-1000 words that responds to all of the following questions:

1. Identify your No. 1 Customer (from the job advert)

2. Identify who are the other important internal Customers or Customer Groups (from the job advert)

3. Thinking about the Kano model, develop a draft Customer Requirements Analysis for your No 1 Customer as follows:

[Name of No1 Customer]
EXCITERS	DELIGHTERS	MUSTS	INDIFFERENT	NEGATIVE

Remember: Some requirements are explicit i.e. stated in the advert but others may be implicit i.e. you will need to think of these for yourself.

4 Explain the actions that you will you do in the next one month to:

4.1 Develop a much deeper understanding of your customers needs

4.2 Start to build a deep and trusting relationship each one of your customers

5. Explain your strategy for managing your relationship with Kevin Sharp, the PMO Director (see Profile )

Profile of Kevin Sharp. Kevin is your most difficult and confronting customer. He is highly respected in the organization as a tough talker who drives his team hard to consistently deliver good outcomes from a portfolio business projects. However, he has a notoriously short temper and has a thick, hard to understand South African accent. He suffers from Tourettes syndrome and chronic back pain. He is also a strict follower of the Jewish faith.

6. Your Key Deliverables

6.1 What are your Key Deliverables over the next 12 months?

6.2 What measures might be used to establish how well you achieved these?

6.3 Briefly describe 3 ways that could be used over the next few months to establish how satisfied your customers are with your performance?