Plan and Build Computer Network

ICAITS029B Install network hardware to a network
ICAITS021C Connect internal hardware components
ICAITS030B Install software to networked computers
ICAITS116B Undertake capacity planning


Question 1: What is meant by capacity planning in information technology?

Answer Suggestion:


Capacity Planning is the activity relating to the management of the information communication infrastructure to ensure that the output of the facility is maximized and the input is minimized.

The activity involves the use of tools to measure inputs and outputs that may be competing. Constraints come in the form of labour, material availability, equipment utilization and limited space. Planning, the use of mathematical models and flexibility in resource utilization is needed
Capacity planning in information communication technology systems is needed when:
Starting a new system, or a service organization
Extending the operations of an existing business system.
Considering additions/modifications to the system
Introducing new techniques, equipment and materials




Question 2: What are some of the factors that capacity planning needs to consider?




Answer Suggestion:
Bottlenecks that will determine the capacity for any particular stage of the process.
Peak demand rate

Communication Bandwidth
Load balance within the system
Existing Hardware and scalability
Cost
Technology changes in hardware and software





Question 3: Briefly describe the following terms

a. Design Capacity

Answer Suggestion:

Target output level
Note: It could be reached or exceeded in practice.
It is the agreed % between vendor contractor and customer of the system




b. Effective Capacity

Answer Suggestion:

It is the actual capacity to reflect current conditions.
Note: could be less than or more than design capacity.
Required because of; limited resources, increased equipment breakdowns when run at higher capacity for long periods and the impact of the environment.


c. Utilization

Answer Suggestion:
Measures use of resources i.e actual running time.
Measure as % of effective capacity.
Note: measurement is often different between organizations and systems.


d. Yield



Answer Suggestion:
Measures output of product in % against equivalent, potential or maximum products or systems’ input.





Question 4: What are the stages in capacity planning?

Answer Suggestion
1. Analyse existing system capacity
2. Determine future capacity requirements
3. Plan for capacity enhancement
4. Install capacity enhancements



Question 5: Describe some of the commerce site metrics in capacity planning for a business that is moving into e-commerce.

Answer Suggestion


a. Hits: Results of multiple hits from the browser to the Web server

A hit is any request from the browser to the Web server this includes requests for dynamic content, images, or streamed video

b. Average hits per page: The average number of Web server hits per page.

The suggested configurations used stores with 1 hit per page. The test tool did not load any images, nor did it use frames. The test tool only made one HTTP request per page.

c. Commerce/non-commerce page ratio

Most pages are generated by issuing a database query and rendering the results by using JSP (Java Server Page) templates.

Typical stores also contain some static content, such as HTML page requests. The suggested configurations did not contain any requests for purely static pages. Static pages are served at roughly the same rate as static images.



Requests for static pages can be ignored in capacity planning, if the ratio of dynamic requests to static requests is fairly high. A site which serves two dynamic pages for every static page can be sized without regard for the static pages.



This is because dynamic pages require substantially more resources to serve.

d. Database size

The database size affects performance of the system. Sites that include many shoppers, merchants, or catalogue items usually cannot serve requests as quickly as those that do not.

Various factors will affect the throughput of the system, including database tuning, hardware capacity, and physical topology.

e. Megabytes of data that are served per unit of time
It is important to plan your site to have sufficient resources for serving expected network throughput. This includes sizing all firewall, routing, and other network components to be able to handle the peak workload expected of your site. The suggested configurations can be measured using a full duplex 100 Mbps Ethernet between the load generator and Web server.

A 100 Mbps switch can be used between the Web server and database server.

It must be noted that added equipment results in the Internet communication being significantly slower.

If the site is running web casts or real time audio, this will demand bandwidth. This has to be taken into account in the overall capacity planning solution.

f. Performance Test Scripts

The commands executed affect system workload.


Te set up and the commands run as part of performance tests can be like the following.


Components:

A basic store that contains a set of use cases commonly used in shopping model:

– New shopper registration
– Registered shopper logon
– Browse categories, products, and items
– Add item to shopping cart
– View shopping cart with tax and shipping details
– Modify quantity of items in the shopping cart
– Delete items from the shopping cart
– Checkout by entering billing and shipping information


A script to generate the following:

– Up to 5 000 categories
– Up to 50 000 items
– Up to 50 000 registered customers
– Up to 50 000 orders

A script to simulate various shopper scenarios
– Browse
– Add
– Prepare
– Buy

A script to define the regular shopping mix

The regular shopping mix depends on two variables:
1. Customer type
New registered customer
Existing registeGuest shopper

2. Shopping flow

Browse

Visit the home page

Logon using registered customer id (existing registered customer only) or register as a new customer (new registered customer only

Select “Multiple Category Display” then “Multiple Product Display”

Browse and Add

Browse, and then randomly add one, two, or three items to the shopping cart.

Browse and Prepare

Browse and add, then enter address book information (guest shopper only) or specify which address to use (new registered customer or existing registered customer).

Browse and Buy

Browse and prepare, then display order information. Enter a credit card number with expiry date, finally submit the order.



Question 6: Describe some of the differences in a corporate site as against a high-end e-commerce site that directs the activities for capacity planning red customer



Yield is concerned with avoidable and unavoidable losses due to downtime as a result of system or equipment problems. qqq
















Question 7: Describe the steps in capacity planning for your organization that has moved onto e-commerce utilization of computer systems

Answer Suggestion

Steps

1: Complete a worksheet with calculated system capacity metrics.
2: Select the number of server tiers
3: Determine requirements for availability
4: Select hardware
5: Configure the appropriate number of disk drives
6: Configure memory for each system
7: Configure the network requirements
8: Is a separate Payment Manager server required?
9: Is a separate server required for search?
10: Will a Staging server be used?



Capacity planning information



Capacity planning is the key to a well-oiled, smooth-running data center, helping IT organizations to:

*Accurately and efficiently provision new applications
*Reduce, delay and sometimes completely avoid costs
*Justify upgrades with objective analyses
*Optimally configure systems to accommodate forecasted changes in business
*Migrate systems to take advantage of new technology
*Consolidate servers to simplify management and gain economies of scale
*Mitigate service delivery risk by playing out potential scenarios in advance, and then preparing for them


Capacity Planning Techniques

A variety of capacity planning techniques are available, each useful in its own right. TeamQuest provides tools for each of these techniques:
Trending
Trending uses simple extrapolation of resource utilization over time. The advantage of this technique is that it does not require sophisticated tools. A spreadsheet will do, but it can be difficult to take into account non-linear behavior buried deep within a multi-tiered system.
Linear TrendAnalysis
Linear trend analysis looks at historical data and projects a linear trend line into the future, applying upper and lower confidence intervals as well as a threshold at which resources will become inadequate. This capacity planning method is a quick sanity check and identifies over-utilized resources, but it does not allow for experimentation with different configurations.
Short TermAnalysis
Short term analysis identifies potential problems early by generating exception events (alarms) based on historical averages (rather than a fixed threshold) tied to a particular point in a periodic time interval. For example, if a particular resource averages 60% busy on Tuesdays and 50% busy on Thursdays, an exception event will only be generated when utilization crosses those thresholds on the respective days.
SimulationModeling
Simulation, a much more sophisticated capacity planning technique than trending, actually simulates the queuing events that occur during execution. The downside of simulation modeling is that it can be very time-consuming to build and run the models.

AnalyticModeling
Analytic modeling uses mathematics to calculate how a queuing network will perform. To use analytic modeling, a baseline set of measurements is taken on a system and a model is then built based on a description of the system. Results from the model are compared with the baseline, and when they match, the model is considered calibrated. From there, hypothetical changes can be made to system configuration or business workloads, and the model will predict how the changes will affect performance. Done properly, analytic modeling is a fast and accurate capacity planning technique.
Analytic Modeling and Load Testing
Especially when rolling out new applications, it can be useful to use a load-testing tool in conjunction with an analytic modeling tool.
A load-testing tool can be used to simulate transactions coming from end users, or applications can be benchmarked on test systems to be certain they can support required service levels. However, time and cost considerations often make it prohibitive to conduct such tests on the actual hardware using production-level workloads. Full-sized machines and software are too costly to dedicate for testing purposes, and finding the optimal configuration through empirical testing can take a long time.
Instead, smaller but representative loads can be applied to a scaled-down set of test servers while performance analysis software takes a baseline reading of performance. Analytic modeling can then be used to rapidly predict how various configurations will perform under a production-level workload, all without the need to purchase the actual configurations under consideration. Analytic modeling is a cost-effective, fast and accurate alternative to brute-force testing.

Design Organizational Documents using Commercial Computing Packages

Design Organizational Documents using Commercial Computing Packages

Outcomes
On completion of this unit learners should be competent in creating documents and templates that meet client requirements.
They should have the ability to:
1. select the appropriate software
2. manage document design to reflect the needs of the client
3. provide support mechanisms for the client to use the documents effectively
4. store the documents in a form and location suitable for the client to use effectively.

Glossary
ASCII
American Standard Code for Information Interchange is the most common format for text files in computers and on the Internet
Bookmark
A bookmark is an item or location in a document that you identify and name for future reference
Desktop publishing
A software application used to combine graphics and text objects to produce high quality publications
Document
A file that is usually printed off. It may consist of many pages
Document status
Where in the creation, use and updating of the document the information is up to
Expiry date
The date by which a document is no longer accurate or viable
Fault log
A listing of faults and remedies in a system to allow trends to be seen and rectified
Footer
A section at the bottom of a page that has consistent information that is the same on each printed page
Form
A document created to provide a layout that a user can use to enter the required information
Header
A section at the top of a page that has consistent information that is the same on each printed page
Help file
Usually an online document that is designed to give the user assistance in using an application
html
Hypertext Markup Language
Hyperlink
Connection from a word, section of text, picture, or information object to another
Inventory
A data store of items
Letterhead
A pre-printed shell used to identify commercial documents. It usually has the organization details and a logo. It may have a watermark to make unauthorized copying more difficult.
Meeting agenda
A list of the topics to be discussed at a future meeting
Meeting minutes
A document containing the results of discussions at a meeting. It is used to ensure that decisions and actions are recorded to avoid confusion.
OCR
Optical character recognition is the recognition of printed or written text characters by a computer
Print preview
Allows a developer to ascertain if a hard copy will print correctly
RSI
Repetitive Strain Injury is caused by long sessions involving the same physical movement
Scanner
A scanner captures images from photographic prints, posters, magazine pages, and similar sources for computer editing and display
Style guide
A document created to identify the spelling, layout and common grammatical issues within an organisation
Target
The destination of a link
Target audience
The intended viewers or users of the file(s) or the people intended to actually enter data when using the documents
Template
A document that has some of the consistent elements already created such as headings, logo
User
A person who employs components of the system to complete a task
Version Control
A method used to ensure that the correct version of the document goes to the specific audience
Wizard
A facility included in many commercial software applications which allows complex tasks to be automated for inexperienced users or to save time for “experts”
WYSIWYG
What you see is what you get. The printout is the same as the screen display



Templates

Templates and a consistent document format ensure that commercial documentation maintains a coherent look and “feel” across an organization. The use of consistent information (e.g. organization details, phone numbers etc) ensures accuracy across documents.
Templates also ensure that objects that are applied to a number of documents (eg an organization logo) can be stored in the one file location and dynamically linked within an organization’s network. This has many advantages. All documents have the same look and feel and if information needs to be updated, such as a new fax number, logo or email address, the new information needs to be updated only once.
Microsoft Office has several examples of templates. In MS Word there are templates for minutes, memos, faxes and resumes and other publications. These documents have a .dot extension. In MS Excel there are templates for invoices and finance related templates. These have a .xlt extension. Familiarize yourself with these standard templates.


Exercise 1
Questions 1 to 5 are short answer questions.
1. A template is available for most applications when you store them in a Templates Directory. What is the location of this directory on the computer you are using now?
To find where your template files are stored, use the find facility to look for *.dot files.
2. Describe some of the common tasks that are performed when creating a new template.
Your answer could include: -
a. setting up headers and footers
b. adding a logo
c. placing commercial information to create a letterhead
d. setting the default font and styles
e. setting page margins.
3. Touch typing is a useful data entry skill. What is touch typing?
Touch-typing is the skill of knowing where all of the keys are on a standard keyboard layout and using specific finger movements to most efficiently activate the appropriate key. It relies on having a standardised key layout and the concept of “home keys”.
4. What course of action should you take to prevent RSI?
RSI or Repetitive Strain Injury is caused by long sessions of the same movement as in the action of touch-typing. Regular rest breaks and ensuring that the fingers are moved through their full range of movement is a good method of avoiding this type of injury.


5. What does “confidential” mean when used in connection with commercial documentation?
“Confidential” refers to the fact that some documents are not intended for general distribution and may be protected to ensure that only the specified recipients are able to view the contents when online or via emails. In the past, hard copy documents could be kept locked away from public access. With the advent of networks and electronic storage the concept of confidentiality is more difficult to enforce.
6. Choose from the options below.
WYSIWYG means: -
a. what you see is what you get
b. the file is displayed on the screen as it is to be printed
c. the web layout of a printed page.
What you see is what you get. The acronym is a leftover from the first computer programs when they often showed only the code and the hard copy would display the actual code actions. This is similar to modern HTML where hello would display in a web browser as hello.



Answer True or False to the following questions.
7. A data entry person who uses a template to create a document should then save the file to the document template directory.
TRUE / FALSE
FALSE. If the files have been created from a template that is opened from the templates directory then the user is given the default option of saving the file as a document that they can name. If the template has been saved in other directories then they may have to use the Save As option.
8. A scanner can only digitise photographic images.
TRUE / FALSE
FALSE. Scanners are merely a device designed to digitise black and white areas or coloured areas of a scanned document. Graphics programs and Optical Character Recognition programs allow the digitised information to be manipulated correctly.
9. Each page of a printout is a separate file.
TRUE / FALSE
FALSE. This is a common mistake of new users of word processing software, especially where different topics are covered in the one document. Word processors are able to delineate page spaces effectively to create multi page documents.
10. There is an automatic facility to include page numbers in a document
TRUE / FALSETop of Form
TRUE. There are a number of scripted modules that allow text that is commonly used in documents to be included in the files using the appropriate metadata to update automatically (eg date, time printed page number).

Exercise 2

Multiple choice

1. Desk Top Publishing is:
a. a device used to create high quality printouts by ensuring that the paper size is accurately accounted for
b. a software application used to combine graphics and text objects to produce high quality publications
c. an organisation listing where the output to be printed on large printing presses using lead typeface
d. a type of commercial enterprise where they specialise in coffee table books of a high quality.
2. The Print Preview:
a. will appear different if an alternative printer is selected for the print job
b. allows a developer to ascertain if a hard copy will print correctly
c. allows a developer to ensure that all words are spelt correctly
d. ensures that the document will be readable when printed on orange paper.
3. A form is:
a. only available as a printed document
b. only available when using a database application
c. a document used to gather data from an audience
d. a document designed to lead a user in entering data to ensure consistency and accuracy of information.
4. Which of the following is a health hazard?
a. laser printer toner powder
b. ink jet printer ink
c. paper dust
d. All of the above.
5. Expiry date is:
a. the date by which a document needs to be removed from circulation
b. the date by which a project is to be completed
c. what happens when the manager finds out you didn’t put the ad in the Yellow Pages
d. the date by which a document is no longer accurate or viable.







Word Processing

To ensure that documents belonging to an organisation are consistent and include correct, relevant information (logo, contact details and text styles) we create a letterhead and style sheet. This ensures that the information will be placed correctly and appropriately in the document.

To create text documents on a computer we use a word processor rather than a text editor. A text editor stores the ASCII characters in a data table of character position and ASCII value. A word processor has a similar basic function, however each character has large amounts of metadata held in the array as well.

Touch typing is a good skill to possess – use a typing tutor program to practise such as TypeQuick or Typing Tutor. Touch-typing allows for the quick entry of original text data. If hard copy exists then scanning and OCR is often an appropriate method. Speech to text recognition software, such as Dragon NaturallySpeaking or Point and Speak Voice Recognition, can speed up the process of text entry for slow typists.


As most documents created in a word processor are meant to be viewed as hard copy (printed on paper) the basic word processing applications tend to be WYSIWYG. Use the Print Layout option on the View menu to see how the document will looked in printed format as you are creating it. This is important if you are drawing objects such as a flowchart.
Tip If you need to change the settings of the various document sections use the File - Page Set-up Menu.

Document Templates

To allow for quick development of complex documents and to keep uniformity within the commercial environment, templates are often created. You will need to create your own template to use as a basis for the rest of the task.




Exercise 3

1. What are some of the ways Help files aid new users unfamiliar with a software procedure?
Your answer could include the following points:
1. the ability to find out how to perform a specific task
2. to research how a task could be managed more efficiently
3. to solve a specific problem encountered while using the software.

2. Compare and contrast the two types of Help files available, namely printed booklets and online resources.
Your answer could include the following points:
1. Both types allow a user to find out how to solve problems with software applications or hardware devices.
2. Both are able to be referenced by using an index and a contents page.
3. Both are organised into passages that deal with related problems.
4. Online files are able to be searched for keywords efficiently.
5. Online resources are able to have wizards and macros attached to allow a user to see a procedure in a step by step fashion.
6. Paper based resources are able to be accessed even when the computer has frozen.
7. Paper based resources are able to be read anywhere, e.g. on public transport whereas online resources require access to computers and a network.

3. How would the language used differ for the different audiences you may have to deal with?
An experienced user will generally be looking for very specific information and will be able to comprehend technical terminology. New or inexperienced users will require simpler sets of instructions using less technical language. They would probably benefit from the more time consuming development of wizards and “how to” animations.

4. Define the term hyperlink.
A word, section of text, image or information object which has a connection to another.

5. What is a “target” when referring to links?
A “target” when referring to links is the destination of the link

6. Define the term “bookmark” in reference to linking.
A bookmark is an item or location in a document that you identify and name for future reference.

7. Why are bookmarks often used in templates and documents?
Book marks are used to automate data entry and to find information in documents. They are also used in table of contents and indexes.

8. Briefly describe the process of creating a bookmark in Microsoft Word.
Select the item you want to bookmark. On the Insert menu select Bookmark. Give your bookmark a name. Click Add.

9. Describe the process of saving a word processed document as a web document.
From the File menu select the Save as Web page option and give your document a name. The file is saved as .html.

10. Why do organisations often save their documents in both word processed format and web format?
To be able to publish documents on a network and on a intranet/internet.





Creating a form
Automated forms are widely used for data entry. The forms are designed so that the cursor moves to the next data entry point automatically. This saves time and there is less chance of entering incorrect data.
When a survey is being conducted the data is usually saved in a database. It is extremely important that the client fills in the details in the appropriate manner with complete accuracy.
Automated forms can be created to allow people to enter data into an online form and then: -

Spreadsheet Template
Spreadsheets are used to perform calculations. Often a data entry person will be required to enter figures that are used to produce mathematically complex results. In addition to this when wage calculations are considered there are privacy, security and accuracy issues to be dealt with. For these reasons it is often necessary to create a template for users to enter data into specific cells and then see only the results they are entitled to view.
Create a spreadsheet template
You will be required to create a spreadsheet that will calculate the wages of the employees of a section of a small organisation. The employees are only allowed to enter in the number of hours they have worked that week. The Section Manager is allowed to enter the base pay rate for the employees’ award, as well as the seniority pay scale. The Manager is also able to enter any overtime hours the employees work. You will need to password protect the template
An example of a possible spreadsheet is given for you to use as a basis for developing your own.

Communicate in the IT workplace

Information Technology
ICAITTW002B
Communicate in the IT workplace
On completion of this unit learners should be competent in promoting professional client support through verbal and non-verbal communication. This Unit incorporates a broad knowledge of OH & S principles, organisational Policy and Procedures and the ability to process information and establish contact with both internal and external clients.
This Unit includes:
1. Establishing contact with clients
2. Processing information

Glossary
Active Listening
Responding to what you hear, indicating you are listening.
Aggressive
To put others down, only see your point of view, pushy and abusive at times.
Assertive
To be clear and honest when speaking about your feelings and respect the rights and needs of others without making judgements.
Body Language
Movement of the body and facial expressions to communicate.
Communicate
Successfully convey an idea from one person to another using some form of medium – verbal, non verbal.
Communication Breakdown
Failure to communicate or be understood for some reason.
Compose
To produce or put together an idea, usually written.
Empathy
The ability to see things from the other person’s point of view.
Feedback
Any reply to a message.
Internal Client
Other workers within the same organisation.
Interpretation
What the receiver understands from the communication and what they get from it.
Medium
The method or channel you choose to send the message by – verbal, written, visual, non-verbal.
Message
What you want to communicate – an idea, instruction, request, statement.
Non Verbal
Without talking (words)
Oral
By way of speaking in words.
Passive
When you do not clearly communicate what you think or feel.
Pessimists
People who always seem to see the negative side of things.
Receiver
The person/s who you want to communicate with.
Screening Calls
Listening to the caller and asking questions to establish the purpose of the call, then make a decision based on this information and the company policy.
Stereotypes
Judging or classifying people into a particular category according to appearance, behaviour, clothes or a belief.



Activities

Exercise 1

In its simplest form communication can be described as a process and demonstrated in the following model:
Simple Model of the Communication Process
Using this model, think about the different types of mediums you can use in your communication to send a message to someone.







Different kinds of medium:
Conversation
Telephone
Fax
E-mail
Meetings
Letters
Memos
Reports
Demonstration
Observation
Diagrams
Symbols
Body language
Video
Audio tape
Advertisement


Exercise 2
Questions

1. For any kind of communication to take place, whether it is verbal, non-verbal, written or via computers, there are two main components – what are they?
Sender and Receiver.

2. What kinds of ‘hindrances’ can cause bad or poor communication to occur?

Noise, poor medium, misunderstanding, personal problems, feeling unwell

3. How can you tell if someone is listening to you?
Body language, head gestures, facial expressions

4. It is always better to make a __ Suggest or request.
________________ rather than command or order someone to do something.

5. Communication is a ___ Two-way.
_________ process.

6. Besides passive communicators there are two other main types, what are they?

Aggressive and Assertive

7. List some of the differences between these main types of communication styles:

Aggressive – hurtful, forceful, self-opinionated, commanding; Assertive – Clear
and honest, respects the rights of others, requests rather than commands.

Exercise 3

Telephone technique
1. What are some of the advantages of using telephones?
Advantages: Instant response, speak to someone in person over long distance, they can save time, issues can be clarified over the phone – reducing travel time and unnecessary delays.

2. How would you describe correct courtesy and preferred greeting when using the telephone?
Courtesy: Respect what the other person has to say, don’t interrupt or cut them off before they are finished. Be polite at all times, even if they are abusive or upset. The success of the conversation relies on this kind of courtesy.

3. Briefly list the main points to consider when answering an incoming call.
Greeting: A pleasant greeting, which will be different depending on whether you are making or receiving the call. It is the first impression and can decide how the remainder of the conversation will go.

4. Briefly list the main points to consider when making an outgoing call.
Answer with a greeting such as “Good morning/afternoon”, then identify the name of your company/organisation/department followed by your name and ask, “How may I help you”. If you can not assist then you should be able to direct them to someone who can.

5. To ensure effective communication, you must speak _________, using a _______tone and speaking at a speed that can be easily ____________.
Outgoing call: You may need to organise some information or questions before making the call – be organised. Identify yourself, ask for the person you wish to speak to or state what you need so you can be directed to the right person, then outline the purpose of the call or ask ques

6. What are two time-wasters that callers are most resentful of?
You must speak clearly, using a pleasant tone... that can be easily understood.

7. List the main steps you should take when preparing to make a telephone call.
Preparing: In the workplace in particular, a lot of time can be wasted if you have not prepared what you need before making a call – having all the required information at hand and knowing exactly what you need to say or ask is very important. Write down a series of questions or have a list of specific points in front of you so nothing is overlooked. Taking notes during the conversation so nothing is forgotten – Do not rely on your memor

8.When concluding a telephone conversation you may have to ________the key points.
repeat



Range Statement
Organisational
Variables may include but are not limited to; policies and procedures relating to answering client support inquiries; telephone, written messages and on-line other organisational policies; job descriptions/responsibilities; organisational code of conduct; service standards; tracking processes.
Communication
Variables may include but are not limited to; external clients and internal clients including team members, supervisors and management; inquiries relate to routine client support needs; clarifying and recording information and does not involve technical problem solving.
Internal communication
Can include memos, electronic mail and bulletin boards.
Client User
May be a department with the organisation or a third party and so the relation and ease of access will vary.
Documentation and Reporting
Audit trails, naming standards, version control.
OH and S Standards
As per company, statutory and vendor requirements. Ergonomic and environmental factors must be considered during the demonstration of this competency.
Organisational Standards
May be based upon formal, well documented methodologies or non-existent. For training delivery purposes best practice examples from industry will be used.



Exercise 4

ICAITU004BOccupational Health and Safety Procedures

ICAITU004B
Apply Occupational Health and Safety Procedures

On completion of this unit learners should be competent in supporting the organizations’ Occupational Health and Safety principles and practices.
They should have the ability to:
1. Determine Occupational Health and Safety (OH & S) issues relating to immediate work environment.
2. Document and disseminate Occupational Health & Safety requirements.
3. Provide basic ergonomic advice.




Glossary

OOS
Occupational Overuse Syndrome, also know as Repetitive Strain Injury (RSI). Caused by repetitive tasks and/or having poor posture.
Workstation
Includes the whole work area and positioning of – computer, monitor, keyboard, desk, chair, document holder and footrest.
Ergonomics
The study of the work environment in relation to the user.
Hazards
A situation or substance which could cause injury or illness.
Code of Practice
Guidelines which should be implemented to maintain safe work practices.
Manual Handling
Lifting or moving any equipment or other objects.
OHS Committee
A body of workplace employees committed to ensuring a safe work environment – attends regular meetings and carries out regular inspections.
Work Cover
The managing body for NSW Workplace Health & Safety
Accident Report
A document which should be filled out by anyone involved in workplace accidents/injuries, regardless of however minor they might be.
Worker’s Compensation
A special insurance-type payment made to any person who is injured or suffers a work related illness and needs time off work.
MSDS
Material Safety Data Sheets – specifies how to handle certain material and/or substances.


Activities


Exercise 1



1. An unhealthy work environment can lead to many problems, name some of these problems:

Stress, accidents, headaches, backaches, eye strain, low morale (anything else similar to these)
2. The study of the work environment in relation to the user is called ergonomics.

TRUE

3. Name some of the common complaints in relation to ergonomics.


Wrong type of chair – back and neck problems, stress on the body overall, Wrongly adjusted VDU – eye problems, headaches, glare problems, Environment – stuffy, too cold or hot, over air-conditioned, noisy, overwork Workstation arrangement – not practical, causes twisting or turning, cluttered or messy, frustrating and stressful
4. How often should you take a break when using a computer? every 3 hours once per day every 30 min.
Every 30 minutes
5. Your eyes should be level with the top of the screen. TRUE FALSE
6. If your feet cannot comfortably reach the floor what should you use?
Footrest
7. Repetitive Strain Injury is often referred to as OOS (Occupational Overuse Syndrome), is this correct?
Yes

8. If you suffer from eyestrain, what course of action should you take?
Have your eyes checked, wear glasses if necessary, adjust brightness and/or positioning of monitor
9. To be comfortable when you are working with the keyboard, your wrists should be resting on the desk.

TRUE

10.Describe what kind of chair you should have at your workstation.
An ergonomic chair, with adjustable height and back support, 5 feet with castors, seat should be made of cloth and angled away from your upper thighs, preferable with no arms (or lower enough to fit under the desk) and in complete working order.


Exercise 2

Questions:
1. Stress can be related to:
a. An ergonomic, well-planned workstation
b. Job overload and poor work design +
c. A happy work environment
d. None of the above

2. OOS stands for:
a. Occupational Overworked Syndrome
b. Often Occupationally Sick
c. Occupational Overuse Syndrome +
d. Any of the above

3. A VDU is another term for:
a. RSI
b. Chronic Stress
c. Monitor or screen
d. All of the above +

4. Which of the following is a hazard?
a. Chemicals
b. Poor work design
c. Electrical Problems
d. All of the above +

5. When lifting any heavy weight you should:
a. Keep your back straight +
b. Keep you knees straight
c. Hold the weight away from your body
d. Carry as much as you want


Exercise 3

1. In relation the Occupational Health & Safety Act what are the employer’s responsibilities?
Employer’s responsibilities:
a. Provide training for the use of any equipment in the workplace
b. Educate staff about occupation overuse syndrome
c. Outline correct lifting procedures for heavy weights
d. Establish a schedule of repairs and maintenance for equipment
e. Provide adequate lighting
f. Provide ergonomically designed furniture
g. Outline procedures for reporting potential hazards




2. What are the employee’s responsibilities?
Employee’s responsibilities:
a. Adjusting equipment to suit themselves
b. Reporting potential hazards
c. Adhering to safety regulations regarding issues such as power, lifting, housekeeping
d. Considering the welfare of themselves and others in the workplace
e. Taking frequent breaks when doing repetitive tasks


3. What sort of injuries does the OH & S Law cover?
In relation to IT injuries
a. Being injured during a lunchtime game in the grounds of the organization/company
b. An assault by another employee
c. An accident in the office or workshop
d. An accident while traveling between job locations for work purposes
e. An accident at a social function held by the organization/company


4. List some of the changes made to the workplace as a result of OH & S Laws.
Some changes to the workplace;
a. Safety signs warning of danger
b. Compulsory protective clothing where it is necessary
c. Regular maintenance of air conditioning units
d. Regular inspections of the workplace and follow up of hazard reports
e. Hazard control
f. Emergency drills
g. Safety audits
h. Documentation for work-related incidents, accidents injuries and illnesses


5. Name some of the functions of the OH & S Committee.
Functions of an OHS Committee
a. Investigate issues brought to its attention by employees or employers
b. Assist in the development of a safe work environment
c. Ensure there are appropriate recording procedures for accidents
d. Attempt to resolve issues
e. May have other functions relevant to the type of workplace




6. Investigate what the following safety signs mean in the workplace.
A red circle with a line through it -
A green triangle
A yellow triangle
A blue circle
o Red-Indicates something that must not be done
o Green-Indicates where emergency equipment is kept
o Yellow-Danger warning
o Blur-Indicates the need for some type of safety equipment




7. Summarize the Hierarchy of Controls.
controls – training, job rotation, scheduling of Hierarchy of controls
a. Elimination – removing the risk.
b. Substituting – replacing equipment or substance with a better or less risky one
c. Engineering controls – designing or redesigning a better work area.
d. Administrative work, risk control.
e. Personal protective clothing and equipment – to provide a barrier to any hazard.


8. If you were asked to move a computer from one place to another, what safety precautions would you take?
Safety precautions
a. Turn off all components at the wall
b. Unplug all the power leads
c. Disconnect all cables from the computer components keyboard, printer, mouse etc
d. Use a trolley if it is a fair distance to be moved to or,
e. Lift the equipment with bent knees, keeping the equipment close to your body and your back straight.


Case study 1



You are an employee of Bits & PCs Computer Services Company and one of your tasks is to attend the helpdesk enquiries for two hours every day. There are three of you doing this during a normal day, but on this particular day one of your workmates is off sick and you are asked to do his two hours as well as your own.
Along with this you also have some urgent tasks that you feel you really need to try and do in between enquiries. The day begins quite well and you seem to be making progress, however, you start to get very busy on the helpdesk and you end up working through lunch.
Later in the afternoon, you decide it is time to have a quick break. In your rush, you trip over the electrical leads hanging down beside the desk and land on an open PC case, cutting your hand and badly bruising both knees as you hit the floor!
You are not seriously hurt, but shaken and your hand will need some attention to stop the bleeding.
1. Fill out the information on the Injury/Investigation Report below, using all your own details and the relevant information from the above case study.









Case study 2

Choose an appropriate office or workplace with at least one computer workstation and carry out the following tasks:
· Investigate the OH & S practices which are in place
· Identify any environmental breaches
· Identify any electrical hazards
· What OH & S reporting procedures are there?
· Is the furniture ergonomically designed?
· In all these areas recommend any OH & S improvements you feel are necessary.

Simulated workplace:
Erik’s European Motor Mechanic Workshop
Scenario: The workshop has just got license to inspect motor vehicle for road worthiness for the RTA.
Part of the resource requirement is to set up a PC which can be network to the RTA mainframe server.
Our task is to set up the PC workstation for a workshop. We need to set this up in compliant to WORKCOVER REGULATION.

1. Analyze the floor plan of the workshop and identify an area which we can put this workstation.
2. Examine the environmental issues required by WORKCOVER.

3. Examine the ergonomic issues required from WORKCOVER.





OH&S REPORT FOR WORKSTATION

Eriks European Motor Mechanic Workshop

Background

This workshop has the following dimension: 900 M2 (30m x 30m), ceiling height 5 metres, 6 windows in the back, the exit is located on the left side of the building, in the front we have 2 roller doors. Inside of the roller doors there is a reception desk. This is located on the right side of the building on the back. The reception area is 8m x 8m (64 M2). The FIRST AID KIT is located in the reception area. The reception area is secured. The existing reception area has already one workshop. Right next to reception workstation there is enough footprint for the new workstation that connects to the RTA mainframe server.

As this reception area is isolated there is the barrier to isolate sound. This reception area has reverse cycle air-conditioning with climate control (humidity and temperature). There are sprinkles and smoke detector. In the workshop and reception area are separate fire extinguishers. They are CO2 based. CO2 fire extinguishers are good for electrical and oil based/hydrocarbon fires. There is fire blanket in the workshop. In workshop there is sufficient ventilation extract fumes and carbon monoxide. There is one window in the reception area. This is located on the right side of the area. As the result this does not affect excessive amount of glare from the screen. Inside reception area there are 6 sets of power points. Currently only two sets of power points are in constant use. Therefore, there are sufficient power points for the work station. Lighting requirements for the new workstation is an issue. There is insufficient artificial lighting in the propose area. For the current staff there are two trained mechanics and two apprentice mechanics. In addition, there is one clerk that does the administration work. The two mechanics as part of their training and experience have already the OHS skills and knowledge for the job. These two mechanics have the responsibility for training of the clerk and two apprentice mechanics on OHS WORKCOVER requirements.
The floor plan is given in figure 1








Recommendation:

Install the RTA computer in the office facing the door. Install another light above the computer. This would comply with the requirements of the WORKCOVER guidelines for environmental factors. For ergonomic requirements an additional ergonomic chair is purchased. The computer system is installed based on the WORKCOVER guide lines for the following:

1. The angle of the screen to the eye is max 30 degrees to horizontal. This is to protect the neck.
2. The key board is positioned to reduce stress on the risk.
3. The back rest is adjusted to ensure the back is vertical when seated.

The basic setup is given in Figure 2.

Basically this includes the setup oft he following: Chair, Desk screen, Documents Layout, Keyboard, Mouse, Environment, Telephone Operations and Headsets and Work Organisation.

The workstation adjustment requirement relates to Figure3:

The layout of the workstation is given in figure 4

Ireenes coffee shop

OH&S REPORT FOR WORKSTATION



Irene’s coffee shop

Completed by Ireene M.









Background


This workshop has the following dimension: 1600 M2 (40m x 40m), ceiling height 3 metres, 4 windows in the back, the exit is located on the back of the building and the main entrance is in front of the building. In the front we also have 2 large windows. Inside of the front doors there is 7 large tables and 5 cheers around them. There are also large counter desk. This is located on the back of the building. The counter area is 8m x 5m (45 M2). The FIRST AID KIT is located behind the counter.
There is kitchen on the right of the building on the back 400 M2 (20mx20m) It has 2 windows on the back and 2 entrances. One is located on the right side and the other in front. The kitchen has reverse cycle air-conditioning with climate control (humidity and temperature). There are also sprinkles and smoke detectors.
There is also reception in the middle of the building which has already one workshop. Right next to reception workstation there is enough footprints for the new workstation that connects to the RTA mainframe server. As this reception area is isolated there is the barrier to isolate sound. This reception area has reverse cycle air-conditioning with climate control (humidity and temperature).. In the kitchen and reception area there are separate fire extinguishers. They are CO2 based. CO2 fire extinguishers are good for electrical and oil based/hydrocarbon fires. There is also 2 fire blankets in the kitchen area.

The toilets are located in the left side in the building. There are 4 of them. There are separate smoke detectors in each room.
In all workshop there are sufficient ventilation extract fumes and carbon monoxide. There is one window in the reception area. This is located on the right side of the area. As the result this does not affect excessive amount of glare from the screen. Inside reception area there are 6 sets of power points. Currently only two sets of power points are in constant use. Therefore, there are sufficient power points for the work station. Lighting requirements for the new workstation is an issue. There is insufficient artificial lighting in the propose area. For the current staff there are two trained mechanics and two apprentice mechanics. In addition, there is one clerk that does the administration work. The two mechanics as part of their training and experience have already the OHS skills and knowledge for the job. These two mechanics have the responsibility for training of the clerk and two apprentice mechanics on OHS WORKCOVER requirements.
The floor plan is given in figure 1
















Figure one


Floor plan Ireene’s coffee shop







Recommendation











Strains and Sprains
Potential Hazard
Teens often work serving food in restaurants. Serving food and bussing tables, especially while assuming awkward postures, may lead to back, neck, and shoulder strains and sprains. Specific potential hazards include:
• Balancing or lifting too many plates or glasses while serving or clearing tables.
• Balancing or lifting heavy trays above shoulder height.
• Lifting large, overfilled containers of dirty dishes.
• Repetitive reaching across tables to serve customers or to clear tables.
Moving and lifting tables and chairs to accommodate customers.

Avoid over-reaching across tables or booths.

Possible Solutions
Teen Safety Solutions









Employers have the primary responsibility for protecting the safety and health of their workers. Employees are responsible for following the safe work practices of their employers.
• Avoid awkward postures if you must carry trays, plates, or beverages. Serving with awkward postures such as unsupported elbow and finger postures can increase your risk for injury.
Limit the number of plates or items you will carry, realizing that carrying more than a couple items puts excessive strain on your arms and back and may lead to injury.
Unsupported elbow and finger postures

Use both hands to carry items such as coffee pots or water jugs and carry them with your elbows close into your body.
• Move the glass or cup to you, when pouring, rather than overreaching with a heavy coffee pot or water jug to fill a glass.
• Carry plates with your elbows close into your body to lessen the strain on your arms and back. Avoid bending at the wrist or extending upward at the fingers. Your shoulder, arms, and hands should be in a neutral position rather than bent at the wrist or extended upward at the fingers.
• Balance the tray on both your arm and hand.
• Alternate carrying tasks from hand to hand.
• Balance the load evenly, placing heavier items in the center of the tray.
• Make sure trays are serviceable and clean and dry and without defect before using.
• Stand by the person you are serving if possible, rather than reaching across tables and over people. In booths, pass the plates along, requesting that the people sitting closest to the edge of the booth assist you in passing the plates.

Get help to move tables and chairs, rather than lifting alone


Employer Solutions


Employers have the primary responsibility for protecting the safety and health of their workers. Employees are responsible for following the safe work practices of their employers.
• If space permits, provide serving carts to carry food, rather than requiring workers to carry heavy trays overhead.
• If space permits, provide workers with a server's station close to the serving area. This will decrease the distance that items need to be carried.


Manual Handling Regulations 1992

The act lays down minimum health and safety requirements for the manual handling of loads and requires a risk assessment of all manual handling to be made by a competent person. Employers must reduce and avoid the need for manual handling, and, where it is unavoidable, take measures to minimise risk, particularly from back injuries. The act sets out the weights and types of loads that can be handled. Employees have an obligation to comply with the regulations, and to use the right technique or equipment for lifting and handling jobs.

Provision and Use of Work Equipment Regulations 1992


Under these regulations employers must:
• provide suitable equipment for every task;
• ensure that equipment is in good condition and only used for suitable operations;
• provide training, instruction and information on all equipment;
• ensure equipment conforms with EC product safety directives.
The act specifically extends to maintenance operations and provision of warnings and markings on site.

Noise at Work Regulations 1988

The act sets out specific limits for noise levels, and the action required to reduce noise risk at each level.

Personal Protective Equipment Regulations 1992

The act describes equipment for protecting against risk to health and safety for all workers. Personal protective equipment (PPE) is the last resort for personal protection, and it is only used when all other methods to make a task safe have been applied. Employers must ensure the suitability of PPE provided, maintain good PPE provision, provide storage for PPE when not in use, and give training and information on how to use PPE correctly.

All PPE must conform to current EU directives and should bear the ‘CE’ mark.
Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995
The act requires that all accidents resulting in more than 3 days’ absence from work, or where the person cannot return to their normal tasks, or involving more than 24 hours in hospital, are reported. A responsible person must make a report. The act defines major injuries, dangerous occurrences and recordable diseases that must be notified. Specific reporting forms must be used and are available from HSE field offices.

Work Effectively in an Information Technology Environment

ICAITTW001B
Work Effectively in an Information Technology Environment

http://hsc.csu.edu.au/info_tech/core/work/icaittw001b/Main_work_effectively.html

On completion of this unit, learners should be competent in assimilating into an information technology environment. This is fundamental for working in an organization.
They should have the ability to:
1. Comply with general information technology policies and procedures.
2. Promote the organisation and the Information Technology department in a manner consistent with the organisation's mission.
3. Identify information technology equipment, software and operating systems supported by the organisation.


Key Players
Key players are personnel within an organisation that are essential for the functioning of that section or department. Within an organisation key players may include:
Your supervisor
Your trainer
A manager
Helpdesk staff
Other colleagues in the department or division
There may be a number of key players outside your organisation that influence how information technology is used in your organisation. These may include:
Government departments
Vendors of information technology products or the customer
Professional bodies and societies such as the Australian Computer Society
Industry publications
Employer organisations and relevant unions

How do you promote the organisation? Organisations promote themselves through corporate advertising. This includes posters, brochures, listings in phone books, promotion of their mission statement within the organisation and having a presence on the internet
Policies & Procedures Each organisation will have its own policies and procedures.
. These policies and procedures may include -
Occupational Health & Safety (OH&S) guidelines
Equal Employment Opportunity (EEO) guidelines
Guidelines outlining work practices in a department
The structure of departments within an organisation
Work agreements or enterprise bargains
Manuals on how to use technological equipment
Preventative maintenance procedures
Purchasing requisition procedures and documentation

Mission Statements A mission statement refers to the core business of the company, their general philosophy and customer service focus
Mission statements are readily accessible for viewing by the public as organisations publish them in documents, such as annual reports and overviews of the organisation.
Mission statements need to be concise and effective, for example, Big W's mission statement is "To provide our customers with the best quality merchandise at the best possible prices".
Another example of a mission statement is Australia Post's. Here is an extract from their mission statement, "Australia Post is committed to providing high-quality mail and parcel services to all Australians"
Organisational Charts An organisational chart usually includes job or position description, and in some cases the name of the person holding that positioA sample organisational chart is shown below:



















IT Functions department, division or an integrated function of an organisation.
The five general sectors of the Information Technology industry include:
computer hardware
communications hardware
packaged software
computer services
communication services
For example, in the Computer Services sector, information technology may be used for:
data processing
information storage and retrieval
computer maintenance
computer consultancy

Glossary

Anti-discrimination
The Anti-Discrimination Act (1997) is designed to protect your rights and to prevent discrimination. This includes equality in the workplace and in other aspects of your life.
Capital equipment
An object which is a financial asset needed for an undertaking or to perform a service. Generally, capital equipment is a financial asset that adds to the net worth of a business.
Code of conduct
Ethics agreement which details acceptable behaviour and conduct for a particular company or role.
Contractor
A person or organisation that agrees to provide materials or perform services at a specified price, especially for construction or development work.
Contracts
An employment agreement between employer and employee, which is enforceable by law. A contract of employment sets out the conditions and terms under which an employee accepts to work in a particular job, such as the wage or salary amount, number or spread of working hours and whether overtime is paid or allowed.
Computing support
The provision or maintenance of hardware and software assistance.
Consumables
Computer related goods, which are used in the daily use or maintenance of a computer system, for example ink cartridges for a printer.
Corporate hardware and software
Approved hardware and software products used within a business.
Deadlines
A time limit for the completion of a task.
Duty statements
Also known as a job description. A document which describes the purpose, expected activities and responsibilities of a particular job.
E business
E business (electronic business) is the conduct of business on the internet
EEO
Equal Employment Opportunity. Any person employing other people has to take care to treat those people fairly, and not to discriminate on the grounds of race, sex, marital status, physical or mental impairment or sexual preferences.
Employer/employee rights and responsibilities
The duties and conformable rules or guidelines for a worker who is hired to perform a job, the employee, and the person or company that employ workers, the employer.
External client
A customer or someone who pays for goods or services who is independent of the organisation delivering the service.
Help desk
A department within a company that responds to technical questions. Most large software companies have help desks to answer user questions. Questions and answers can be delivered by telephone, email or fax .
Internal client
A customer within the limits of the organisation.
Mission statement
A declaration of a company's vision and role statement.




Activities
Exercise 1
Using your work placement company or another organisation that you are studying, write a 2-3 page report which addresses each of the following points.
Identify the name, address, telephone and fax numbers of your organisation
Identify and briefly explain the role of the key players in the organisation.
Create an organisational chart for your organisation.

What is the mission statement of the organisation?
If it is not written down, is there an implied mission statement?
What does the mission statement mean to the employees ?. How does it help them to assimilate into the workplace?
Briefly list and explain the information technology functions within the organisation.
Identify information technology equipment in use in the organisation
hardware,
software (including operating system software),
description of any special information technology equipment used in the workplace.
Find out and write down the telephone number and location of your nearest branch of the Australian Computer Society.
Find out where the following policies and procedures are located in your organisation and write down where they are kept.
Occupational Health & Safety
Equal Employment Opportunity
Purchasing Guidelines
Information Technology Trai
Exercise 2
Identify career options in the Information Technology industry.
Your task is to create a profile of a person currently working in the Information Technology industry.
Create a questionnaire to be used to gather information.Include questions that will enable you to gather informationon:
§ Name
§ Job title
§ Name of company
§ Job description or role
§ Information Technology skills required to do this job
§ Salary (optional)
§ Length of time at current job role
§ Training or qualifications required
§ How did you get this job?
§ Future career aspirations
Use desktop publishing software to create a personal career profile - including a scanned photo or photo taken using a digital camera. A Sample format is included below to help you
Exercise 3
Choose an information technology workplace and complete the exercises below.
Locate samples of information that the organisation distributes to its customers. This could include pamphlets, booklets and posters that advertise various aspects of the organisation. What does this information reveal about the organisation?
Does the organisation have guidelines that direct the way in which the organisation is promoted? If so what are they, if not why aren't guidelines necessary?
Exercise 4
Complete the exercise on "Rights in the Workplace", which is located on the Worksite website. This will test your knowledge on rights and responsibilities in the workplace.
Click on this link to access the exercise.
Exercise 5
Complete the exercises on "Unions have millions of members", which is located on the Worksite website. This will test your knowledge on the role of unions.
Click on this link to access the quiz.
Case Study
Email Policy
The following links to the Australasian Legal Information Institute have some interesting information regarding the use of e-mail in the workplace. This is an area that has hit the media and the courtrooms recently due to employee claims of unfair dismissal and invasion of privacy.
The section of the website called, Privacy Law and Policy Reporter, publishes articles relating to privacy and computing. Read the article titled E-mail Privacy
The article recommends that organisations publish their email policy so that employees are aware of the correct use of email and the consequences of any breach of the email policy.
Task 1
Locate your work placement or another organisation's email policy. Briefly outline the acceptable use of email for your organisation. Are the consequences of breaching this policy documented ? If so what are the consequences?
Employees and emails
Look at this web site Read the section Legal Setting of employment. This section discusses the topic of surveillance. Computer software can now monitor every keystroke that an employee makes for as little as $99. This section also refers to "cyber slacking", which is the use of email and the internet during work time posing a threat to productivity.
A well publicised court case involving the use of email during work time was between Ansett and one of its employees, Ms Gencarelli. Ms Gencarelli was a union delegate and she distributed information via email which was critical of Ansett's role in the negotiations with her union. She was dismissed for "unauthorised business use" of email. The case went to court and the judge ruled that the use of email was "authorised business use" and Ms Gencarelli was reinstated.
You can read the details of this case here under the heading Employees and emails
Task 2
Computerisation has increased productivity, however, it also has the capacity to decrease productivity. How?
What strategies are some companies implementing to monitor employees use of computers during work time ? Is this ethical?
Do you agree with the judge's ruling in the case between Ms Gencarelli and Ansett ? Why or why not?