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Evidence Guide: ICTNPL5101A - Apply service measures and demand forecasting to products and services planning

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Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

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ICTNPL5101A - Apply service measures and demand forecasting to products and services planning

What evidence can you provide to prove your understanding of each of the following citeria?

Analyse customer base

  1. Establish the reasons for forecasting in network planning and factors that influence forecasting
  2. Collate data from appropriate organisations involved in planning initiatives for planning delivery of products and services
  3. Establish market segmentation to improve marketing effectiveness on new technology adoption
  4. Analyse the market segments of customers based on geography and demographics for a new service or product and predict the adoption of a new product
Establish the reasons for forecasting in network planning and factors that influence forecasting

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Collate data from appropriate organisations involved in planning initiatives for planning delivery of products and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish market segmentation to improve marketing effectiveness on new technology adoption

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Analyse the market segments of customers based on geography and demographics for a new service or product and predict the adoption of a new product

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Evaluate current utilisation

  1. Evaluate current service usage of the network and determine current traffic load
  2. Evaluate current network occupancy and determine any spare capacity
Evaluate current service usage of the network and determine current traffic load

Completed
Date:

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Evaluate current network occupancy and determine any spare capacity

Completed
Date:

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Predict future customer base

  1. Evaluate the expected customer growth and segment mix in a defined geographical area and assess impact on network planning
  2. Use a forecasting model and predict the customer demand for new technology products and services
Evaluate the expected customer growth and segment mix in a defined geographical area and assess impact on network planning

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use a forecasting model and predict the customer demand for new technology products and services

Completed
Date:

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Use property market and development data to produce plans

  1. Develop strategic plans on infrastructure planning using planning authority data for development and redevelopments
  2. Produce a plan for future development projects using property market data
Develop strategic plans on infrastructure planning using planning authority data for development and redevelopments

Completed
Date:

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Produce a plan for future development projects using property market data

Completed
Date:

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Predict future service requirements

  1. Create a customer service plan to maintain valuable customer relationships and strengthen business
  2. Measure customer service results using key factors that provide an indicator for customer service quality
  3. Use forecasting tools to predict future service demand and requirements for emerging technology services of Next Generation Networks (NGN)
Create a customer service plan to maintain valuable customer relationships and strengthen business

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Measure customer service results using key factors that provide an indicator for customer service quality

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Use forecasting tools to predict future service demand and requirements for emerging technology services of Next Generation Networks (NGN)

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Produce network forecast and documentation

  1. Produce geographically-based network growth forecasts utilising the change in customer base, changes to property market and future service predications
  2. Produce and present documentation
Produce geographically-based network growth forecasts utilising the change in customer base, changes to property market and future service predications

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Produce and present documentation

Completed
Date:

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Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

interpret growth patterns and develop options which satisfy customer and enterprise financial goals

predict future customer base and service requirements

produce network growth forecasts utilising changes to customer base, property market and future service predictions.

Context of and specific resources for assessment

Assessment must ensure:

data from organisations involved in planning initiatives

range of software currently used in industry

relevant regulations, specifications that impact on service measures and forecasting activities.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of the candidate undertaking a practical forecasting exercise

review of network growth forecast completed by the candidate for forecasting growth of the telecommunications network

oral or written questioning to assess knowledge of planning the development of the telecommunications network.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

ICTNPL5071A Develop planning strategies for core network design

ICTNPL5096A Develop planning strategies for access network design

ICTNPL5154A Develop planning strategies for building environment design.

Aboriginal people and other people from a non-English speaking background may have second language issues.

Access must be provided to appropriate learning and assessment support when required.

Assessment processes and techniques must be culturally appropriate, and appropriate to the oral communication skill level, and language and literacy capacity of the candidate and the work being performed.

In all cases where practical assessment is used it will be combined with targeted questioning to assess required knowledge. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency.

Where applicable, physical resources should include equipment modified for people with special needs.

Required Skills and Knowledge

Required skills

analytical skills to examine market segments of customers based on geography and demographics

communication skills to liaise with internal and external personnel on technical and operational matters maintaining customer focus and consideration of customer needs

literacy skills to interpret technical documentation and write analytical reports in required formats

numeracy skills to be able to compare technical data on various network topologies

planning and organisational skills to plan, prioritise and monitor own work

research skills to interrogate databases and investigate different customer requirements

technical skills to:

evaluate current service usage of the network

select and use forecasting tools and forecasting models to make planning predictions

Required knowledge

different levels of reliability performance standards applicable to the specific equipment deployment needs

emerging technologies

factors affecting forecasting

forecasting models

forecasting tools

market segmentations

network designs

new products and services

NGN services

planning authorities

planning initiatives

prepare and review customer bases

service measures

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Reasons for forecasting may include:

evaluation of management decisions

planning and budgeting for equipment purchase

verification to confirm prediction.

Factors that influence forecasting may include:

demographics

economics:

global

macroeconomics:

exchange rates

imports

inflation

stimulus package

sectoral:

emerging technologies

growth rate

industry

technology:

application:

internet

internet protocol TV (IPTV)

local area networks (LAN)

voice over internet protocol (VoIP)

wide area networks (WAN)

subscriber access:

cellular

optical fibre

wireless

technology:

broadband

fibre to the premises (FTTP)

IP services

multiprotocol label switching (MPLS)

national broadband network (NBN)

world interoperability for microwave access (WiMAX).

Data may be:

changing customer use patterns

collected by:

directories

examining plans

interviews

maps

network management tools

reports

collected from:

customers:

actual

prospective

economic planners

internal organisational groups

local

marketing organisations

real estate agents

sales organisations

state and federal governments

statutory bodies

traffic management systems

customer access planning

demographic changes

economic forecasts

historical usage data

industry trends

influence of technology on traffic demand

land developments

local industry

market conditions

marketing programs

marketing requirements

population trends

possible environmental impacts

power

re-zoning

sales forecasts

shire planning

telecommunications history in the area

traffic patterns.

Planning initiatives may include:

capacity upgrade

equipment upgrade

new product line:

media centres

new services:

IP services

IPTV

new technology:

FTTP

NBN.

Market segmentation may depend on:

behaviour:

brand loyalty

product usage rate

readiness to buy stage

demographics

geography

psychographics:

attitude

ethics

lifestyle

personality

technological segmentation variables:

attitude about technology

early adopters

usage patterns.

Geography may refer to:

climate:

cold

hot

humid

snowy

size:

large city

small town

density of area:

rural

urban

region of world or country:

Asia Pacific or Europe

coastal or inland.

Demographics may refer to:

age

employment

habits

income

occupation

people's lifestyles

population movements

socioeconomic status

spending.

Forecasting model may include:

analogous method:

qualitative (symbolical) model

quantitative (numeric) model

judgemental method:

Delphi method

surveys

technology forecasting

prediction market

probabilistic forecasting

simulation

time series forecast:

exponential smoothing

extrapolation

growth curve

linear prediction

moving average

trend estimation.

Planning authority may refer to:

local:

developers

entertainment venues

parks

roads

state:

educational institutions

hospitals

housing estates

industrial areas

new shopping centres

new suburbs.

Key factors may include:

customer attrition ratio

customer complaints

customer survey results

sales growth.

Forecasting tools may include:

specialist forecasting software

spreadsheets

statistical tools:

graphical estimation

moving averages:

simple

weighted

Poisson distribution

probability

queuing theory

regression analysis

trend analysis.

Services of Next Generation Networks (NGN) may include:

interactive TV

IP based home networks

IPTV

video on demand (VoD)

virtual networks

VoIP services

web applications.

Documentation may include:

customer demand figures

customer service plan

network growth forecasts

recommendations

strategic plans.