Manage Human Resource Services

The new and updated strategic plan for the National Transport Company highlights key points that will have a lasting impact on the HR of the company. The organisation plans to expand its business overseas, mainly into the Pacific and Asia region. This would involve a significant increase in the number of vehicles which would also increase the number of staff who operate these vehicles, which would also imply that there would be a significant increase in the number of employees. The staff will need to be updated regularly on the advancements of these proposed developments regularly so they can prepare themselves accordingly for this organisational change. The organisation has an unfettered safety record and the employees will be ready to vouch for this claim. As the organization intends to shift its headquarters from Sydney to Adelaide the staff will require a detailed report on the new location of the headquarters as they will have to arrange accordingly for the move. The report will need to specify the location of the new headquarter premises, the transit routes of the location and estimated timeframe of the whole process. Providing this information to the employees as soon as possible is critical to reducing the turnover rates by 10% which the company plans on doing according to the plan. The move can cause inconvenience to a lot of the staff who are working at the current headquarters and detailed information about the move will be helpful.

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Manage Human Resource Services

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Activity 1
Impact of New Strategic Plan on HR requirements
The new and updated strategic plan for the National Transport Company highlights key
points that will have a lasting impact on the HR of the company. The organisation owns a
large number of cars, trucks, planes and ships which require operators on a large scale. The
company uses these modes of transportation to deliver goods that were ordered by customers.
This delivery process also includes the involvement of employees both internal and
outsourced. The company plans to expand its business overseas, mainly into the Pacific and
Asia region. This would involve a significant increase in the number of vehicles which would
also increase the number of staff who operate these vehicles, which would also imply that
there would be a significant increase in the number of employees. The current business
model allows the customer to order the services they require via phone. These orders are then
categorised and different employees at the administration update these orders according to
the needs of the customer. With the expansion of the business and the introduction of online
services for booking and tracking the staff need to train and updated with the use of this new
technological development by the company to ensure efficient service. The staff will need to
be updated regularly on the advancements of these proposed developments regularly so they
can prepare themselves accordingly for this organisational change. The organisation has an
unfettered safety record and the employees will be ready to vouch for this claim. As the
organization intends to shift its headquarters from Sydney to Adelaide the staff will require a
detailed report on the new location of the headquarters as they will have to arrange
accordingly for the move. The report will need to specify the location of the new headquarter
premises, the transit routes of the location and estimated timeframe of the whole process.
Providing this information to the employees as soon as possible is critical to reducing the
turnover rates by 10% which the company plans on doing according to the plan. The move
can cause inconvenience to a lot of the staff who are working at the current headquarters and
detailed information about the move will be helpful.

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Activity 2
1. This Organization currently operates with a system that is primarily analogue and has not
started doing business on an online platform. Recent statistics regarding the sales and
customer feedback have shown that this unavailability of the option of buying products
online and having them delivered to the customers home is a major reason for this chain
losing business. The external market currently consists of competition who are already on
such online platforms and doing business. Initiating this organisational change in our
business will involve a considerable amount of change in the company's current HR
policies and requirements. Digitising the business will involve employing staff with
technical knowledge. It would also necessitate the need for a separate I.T. department that
can monitor the functionality of the web platform. This implies that there will be a
sizeable hike in the budget. Personnel also needs to be employed for delivering the
products. The organisation can either create their own delivery service or outsource it to
other delivery services that are already in business.
2. This organisation currently relies heavily on the proper functioning of its I.T.department.
This is the general trend in the current environment of the publishing industry. With the
introduction of the smartphone and other digital reading platforms, the company depends
more on technology and less on printed material for business. The internet also serves as
a platform for promotion which is an essential factor in the publishing sector. And in this
digital age, more and more business is becoming highly dependant on the IT. this trend
has led to a scarcity of IT staff. Most trained officials prefer freelancing as it offers more
pay. The company has to pay extra for tech support lack of IT support staff also leaves
our cyber security compromised. In order to solve this problem, the company needs to
hire IT support staff by offering a higher salary as it would be beneficial for the company
in the long run. There is a limited number of trained personnel and competition is stiff as
the sooner action is taken, the better.
3. This organisation is currently in the construction business and relies on civil engineers to
function. Qualified engineers are an absolute necessity for the construction industry.
Proper designs and building parameters which can only be provided by engineers are
crucial to the constructions are operating properly. Inaccuracies in the calculations can
have disastrous consequences and cause a loss of both life and property. Australia

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currently faces a scarcity of properly qualified civil engineers and it ultimately affects the
rate of growth and development of the country. The limited amount of personnel who are
available has heavy workloads the pace of construction is reduced. This also affects the
workers who have to work for a longer period of time. The company needs to optimize its
designing procedure by forming grouping the tasks that require immediate attention and
tasks that do not. Optimising the time for the engineers will help them to work properly
and increase the rate of production. In order of certain resignations and retirements of
engineers which lack in the domestic labour market international market will be
chosen for recruitment and there will be recruitment which will be done from
international labour market.

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Activity 3
1. The 5 reasons why HR professionals consult line and senior managers about human
resource needs in their areas are as follows:
● The goal of HR is to empower the managers in order for them to make informed
decisions regarding departmental employment matters. Regular communication
will ensure that every time the HR has to make such a decision they do not have
to consult the HR as that would be a waste of time when it comes to minor
decisions. It is essential for HR to have a strong relationship with management.
The management needs assistance from HR during the selection and screening
process of an employee. The HR needs to consult the management on the Human
Resources requirement and select staff accordingly. This process of crucial as the
management is completely dependent on the HR for the proper selection of
personnel with the required skill sets that the company requires.
● The senior managers will identify the process of training and orientation
according to the needs of the business but this training will be done by the HR.
thus it is essential for the HR to have an open channel of communication with the
senior management to understand their needs thoroughly and train new staff
accordingly. Without proper communication between the two department
employees would lack proper knowledge of the workings of the company and
their functions in it. Managers may also use HR to introduce employees to other
people with whom they might have a working relationship.
● The management has to communicate with HR in order to determine the proper
salary packages for the various employees in the department. Managers have to
determine the different amounts of salaries that have to be paid for different jobs
and they cannot do it without the HR. the HR hold all relevant information
regarding an employee including performance reviews and work experience. In
order to determine the external market environment, the managers may use the
HR to research salaries of competitors ad comparably sized business and. This
keeps the market stable.

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● HR is also responsible for handling complaints and grievances from employees
regarding and malpractice in the company. HR has the responsibility to settle such
cases and involve the management in such proceedings. The complaints are often
sensitive in nature and require careful handling. The communication process
between HR and the management needs to be secure to avoid discrepancies. The
HR can also help the management to take action against anyone who is found
guilty of any malpractice within the organisation including sexual harassment or
conflicts with respect to race, religion or gender.
● The HR and the Management need to Share a healthy relationship as they are the
two most fundamental organs that are necessary to run a business successfully.
They determine the direction of an organisation and in a perfect organisation they
would share one voice and will agree on every issue related to matters of
employment and productivity of the workforce. But in real life, there might be
many issues that the HR and the Management might disagree upon but it is
essential for the whole business that both the organs stick together to perform
their duties separately but in sync with each other to avoid friction and maintain
productivity. The HR should provide the management with data of employees
well being and issues with specific employees that need special attention. This
will prevent misunderstandings between the workforce and the managers.
2. Questionnaire for identifying Human Resource requirements
1. What are some of the actions that may be taken by the kitchen staff that might further
optimise the rate of production and improve the delivery time of orders?
2. Identify a few key points that would help identify areas that need more efficiency
regarding the use of utilities that are being provided by the company?
3. The takeaway service of one of the branches has come under criticism recently when
several customers receive food that had got cold. This implies that the delivery process is
inefficient. Identify some of the factors that contribute to this inefficiency and suggest a
few measures that can help improve the situation.
4. Multiple Reports have been filed regarding the malfunctioning of equipment like
freezers, ovens and storage units by the staff and though some of the problems have been

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mitigated, there is still a lot of malfunctioning equipment in all the branches that need to
be addressed. Identify the cause of this inefficiency in the functioning of the repair and
maintenance department of the company.
5. Customers have pointed out that 9 out of the 16 branches do not have any mechanism to
share feedback. This is a major issue as feedbacks are the most effective way of
identifying areas that need improvement. How will this issue be addressed?
6. Customers have also reported that during rush hour service becomes disorganized and
slow. Employees have stated that this problem is caused by understaffing during rush
hours. The current numbers of employees are equipped to handle slow traffic but during
rush hour the lack of extra hands causes the delay in service. The company does not have
the financial backing to hire new staff. How can this problem be mitigated without
affecting the operating budget of the company
7. Customers of the company has also answered to survey by saying that the company lacks
high amount of human resources which will render service to the company. It is
important to consider that the company has good human resources to render high quality
services.

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Activity 4
1. This Organisation resolves to commit toward creating and preserving a diverse and inclusive
workforce. An organization's most essential component is its human capital. The collective
product of the ideas, expressions, talents and unique capabilities of a very member of the
workforce contribute to not only the overall culture of the workforce but also the reputation f and
achievement of the company. The organisation embraces and encourages its employee's
differences with respect to age, disability, colour, ethnicity, marital status or family, language,
gender status or identity, national origin, political affiliation, religion, sexual orientation and
other characteristics and acknowledges that these characteristics make the employees unique.
These diversity initiatives are applicable to all of the organisation's policies and practices that
include selection and recruitment, benefits and compensation, training and professional
development, promotions, transfer and ongoing development of the workplace environment
which has been built on the premise of gender equality and diversity. All employees of the
organisation are expected to treat their colleagues with respect and dignity at every instance.
2. Measuring the current diversity levels of the organization and looking at the situation
objectively helps in identifying areas that require action and puts more focus on improving the
situation.
A diverse workforce implies that it is composed of a people with a variety of differences and
difference in race is just one of them more options of diversity include different genders,
religious background, different physical abilities and different nationalities.
Expanding the geographical scope of recruiting will help the organisation to reach more diverse
candidates from different nationalities and cultural background.
Focusing on retention efforts ensures that the organizational culture does not remain
homogenous and attracts a diverse set of applicants.
Paying attention to the organisational workplace culture is also essential as some employees may
have discriminatory attitudes towards some groups (Matthias, 2018). Employee surveys should
be considered in order to discover these issues and address them.
Regular workshops for training on diversity should be considered. This creates a more inclusive
culture in the workplace and increases retention efforts (Luz, Leite, and Alvarelhão, 2019). It
may also help people understand the value of a diverse working environment.

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Diversity should be fostered at all levels and not only during recruitment. If the culture is not
diverse at the upper levels then the organisation will have fewer chances of retaining diversity in
general.
A better induction program will be made to introduce people from diverse culture in a united
workforce environment. This will help the company to decrease the chance of conflict. It can be
said that through the discussion in recruitment process.

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Activity 5
1. In order to review and index 600,000 documents, the organisation will have to implement a
considerable amount of workforce. The tasks need to be categorised into groups and relevant
personnel need to be assigned the task separately.
The HR needs to focus on organising the workforce into separate groups according to the
specific skill sets of the employees. These groups need to assign the tasks of scanning, reviewing
and indexing the documents. A manager for every group will be assigned and they will report to
the assigned manager of the Perth office.
An external HR agency providing the services will be tasked with assign specific tasks to the
specifically skilled personnel.
The Staff needs to be extra careful with the documents as they contain sensitive material and
cannot be moved. There will a need of 30 staff which will recruited in the current office to look
after the operational activities for this purpose there will be recruitment, training and induction of
new employees within the firm.
2. The cost and benefits ration of the project is balanced and though the project will yield
benefits that outweigh the cost by a significant margin, there are some areas where the benefits
will not justify the cost. But these areas are essential for the completion of the overall project.
Outsourcing the HR needs to n external agency will benefit the project by accelerating the
process but the cost is not justified as tough the organisation itself has the required HR capacity
the location of the project prevents the organisation from using them as that would be both time
and resource consuming. The external agency needs to be vetted as the documents are sensitive
and pose the risk of being damaged because the external personnel will be unaware of the
sensitive nature of the documents.
3. HR Checklist
Section 1 Public Procedures
A. Policy manual and implementation
a. Fully implemented
b. Partially implemented
c. Limited implementation
B. Personnel Records Management
a. Fully implemented

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b. Partially implemented
c. Limited implementation
C. Open meetings/ open records
a. Fully implemented
b. Partially implemented
c. Limited implementation
Section 2 Recruitment and Selection
A. Job descriptions
a. Fully implemented
b. Partially implemented
c. Limited implementation
B. Personnel Records Management
a. Fully implemented
b. Partially implemented
c. Limited implementation
C. Recruitment and selection
a. Fully implemented
b. Partially implemented
c. Limited implementation
D. Hiring
a. Fully implemented
b. Partially implemented
c. Limited implementation
E. Background checks
a. Fully implemented
b. Partially implemented
c. Limited implementation
Section 3 Compensation and Benefits
A. Benefits
a. Fully implemented
b. Partially implemented

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c. Limited implementation
B. Compensation
a. Fully implemented
b. Partially implemented
c. Limited implementation
C. Other requirements
a. Fully implemented
b. Partially implemented
c. Limited implementation
Section 4 Employment Relations
A. Training/Development
a. Fully implemented
b. Partially implemented
c. Limited implementation
B. Core Policies (Employment Philosophy/Code of Ethics/Handbooks)
a. Fully implemented
b. Partially implemented
c. Limited implementation
C. Privacy in the Workplace
a. Fully implemented
b. Partially implemented
c. Limited implementation
D. Grievances/ harassment
a. Fully implemented
b. Partially implemented
c. Limited implementation
E. Discrimination
a. Fully implemented
b. Partially implemented
c. Limited implementation
F. Workplace Safety

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a. Fully implemented
b. Partially implemented
c. Limited implementation
Section 5 Performance Management
A. Reduction in Force
a. Fully implemented
b. Partially implemented
c. Limited implementation
B. Discipline
a. Fully implemented
b. Partially implemented
c. Limited implementation
C. Exit Interviews
a. Fully implemented
b. Partially implemented
c. Limited implementation
4. The option of open meetings and an open record will be lost like to allow the organisation to
comply with its legal obligations. Records are sensitive materials and need to be vetted before
making them open. Business records especially belonging to one particular organisation are
sensitive material that if made open need to be carefully stored and released only to company
personnel. Thus the security procedure will be time-consuming be least likely to allow the
organisation to comply with the organisation's legal obligations. The option of training current
staff will be conducted to ensure that the skills of current employees are increased.
5. The option of background checks is most likely to deliver desired results as the company takes
extra care to vet every potential employee. The background checks will be done in complete
compliance with the legal obligations that the company has. These background checks will
determine if the employee is fit enough to perform and deliver the HR requirements that are
expected from that person. Hiring new staff would have been beneficial as the advantage of new
capability is quite natural for any organisation to increase the production.
Memo
To members

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This memo provides info related to the betterment of the organisation policy and standards. The
procedures and statement for clarifying the changes those are to be made.
Authorising bills
Maintaining register
Anyqueries will be entertained with

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Activity 6
1. To identify the current competencies of the workforce mock projects may be organised.
Objectives will be identified for select employees and reviews will be distributed based on their
performance. The objectives should be in line with the new direction and restructure that the
company is currently pursuing.
In order to develop professional development programs for the employees the areas that need
improvement need to be identified. Employees who are lagging behind need t be approached and
provided with the required training process that will help them develop their professional
standards.
New recruitment standards need to be set in order for the organization to venture into the new
direction that it is heading. These policies should be set according to the changing needs of the
company and developed accordingly.
Current employees who are facing issues in organisation restructuring needs to be made part of
the whole process thoroughly as their inputs will be crucial in developing the new structure and
maintaining retention. They need to be informed of every step of the process that is being
implemented for the restructuring.
A company needs to organise workshops on a regular basis to implement health and safety
policies successfully
2. The short term project that I have selected is to repaint my garage. The objective is to
successfully change the old and musty wallpapers in the garage and replace them with new paint.
To achieve this objective first I need to take down the old wallpaper. This will be a time-
consuming process as the wallpapers are more than 20 years old and some of it has adhered
permanently to the wall. Chisels need to be used carefully so as not to damage the wall.
The Next step is to select the paint and colour. I'm looking to colour the garage in bright colours
so as to get rid of the dark and dingy situation that it currently is in. paint will be bought from the
supermarket along with varnishes, paint thinners and other necessary equipment.
The Garage needs to be emptied carefully. This might reveal cracks and crevices that should be
repaired immediately before putting on the paint.
Finally, the paint needs to be applied in two layers and let dry for about a week before moving
the furniture back in.
Task Time frame Resources

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Short term plan
Taking down wallpaper 1 week Human resources
Selecting paint and colour 1 day none
Long term plan
Purchase of varnishes, paint
thinners and other necessary
equipment
1 day Financial resource
Empting garage 2 days Human resources
Painting 1 day Human resources

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Activity 7
1. 10 verbs used
● Provide
● Assist
● Manage
● Processing
● Maintain
● Update
● Transfer
● Retrieve
● Replenishing
● Undertake
2. 8 aspects to be improved
● The job title must accurately portray the experience level as well as the responsibilities
that the employee is expected to perform.
● A summary of the job position and its value to the organisation must be highlighted.
● The key responsibilities need to be more concise.
● The provided job application does not have any mention of skills and qualifications
which is necessary for filtering the unqualified individuals looking for a job.
● The benefit of the employment position has not been discussed.
● There is no overview of the company in which the vacancy is available.
● No contact information has been provided for solving the issues that may be faced by the
job seeker.
● The job description is very vague.
3. Missing sections
1. Skills and qualifications
○ individuals must have minimum graduation in any stream
○ 0-2 years of experience
○ Has some knowledge about HR activities
2. Benefits
○ Industry best salary

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○ Perks and benefits
○ Insurance
3. Company overview
○ ABC company is a very well reputed company providing end to end user services
○ Has been active for 10 years
4. Contact information
○ Email ID: [e-mail]
○ Contact no. :804124862, 804135973
Activity 8
1. Communication document
It is approximated that nearly 200 people die in work-related accidents. Over a million people are
injured yearly and another million or two suffer from the after-effects of work. Hence it is
necessary to prevent any accidents as well as minimise the impact of work on the health of the
workers is a primary objective of conducting health and safety training. Providing health and
safety training will help by:
● Ensuring that the stakeholders, as well as the employees, do not get involved in accident
or injuries caused due to the work they do.
● Developing a positive culture regarding health and safety which promotes safe as well as
safe working behaviour in the organisation.
● Finding out ways to manage employee’s health as well as safety in a better manner.
● Meeting the legal duties towards protecting the health and well being of the employees.
The training will be as effective as:
● It will assist the organisation to make employees more competent in terms of Health and
safety.
● It will also help the business to avoid the unnecessary distress that is associated with ill
health and accidents.
● It can be also beneficial as it will help in avoiding the financial cost that ghost words
covering the cost of accidents as well as ill health.
Dog grooming services is service in which service providers have to be aware and precautionary
in order avoid any sort of accidents. This can harm both the animal as well as the service

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provider. It is important to consider that proper training for work safety will be provided to the
employees.
2. Acceptable to provide verbal information?
It is acceptable to verbally communicate with the stakeholders of the company. However, it
should be kept in mind that everyone is busy in their own work and need a physical reminder
which can be effectively achieved by posting the typed document.

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Activity 9
1. General service agreement
Service agreement
The current service agreement is entered into as given of the date of the last signature
below between Project Filter, a new department for developing new product and
Human Resources Central, the Human Resource Department.
Where the parties agree on the following:
● Delivery of HR Services (Client)
The human resource Central will be responsible for preparing the job positions
and description. The HR department will be also responsible for advising on
classification levels of jobs, managing changes at the workplace and equal
opportunities on websites. The Human Resources Central is also planning to
manage training programs and promotional activities which help in monitoring
the systems of performance management. The human resource development
will be also responsible for processing the claims, wages and compensations.
● Provide recruitment services (Service provider)
In order to provide Amazon seller services, the human resource Central will be
responsible for preparation of the recruitment advertisements and also monitor
the payments to the recruitment agencies. Human resource Central will be
responsible for receiving, recording as well as not lifting the applicants. The
human resource Central will be responsible for convening the selection
committee which ensures that the recruitment is in compliance with the policies
as well as legal applications. For employees who are not domicile of Australia,
the HR department will be responsible for obtaining the visa as well as liaising
with the success as well as a successful candidate.
● Delivering strategic planning services
The HR department will monitor the operations of Project Filter to plan
broadband of the position. The human resource Central will be also responsible
for reviewing the reporting lines as well as reviewing the current policies and

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practices in human resources.
Key performance indicators
● Talent retention
● Absenteeism
● Training as well as education
● The average time is taken to achieve goals
● Workplace accidents and injuries
● Average time required for recruitment
Time frame
The project will commence from the effective date and after hour duration of 5 years.
The performance period can be extended in future by undertaking mutually acceptable
written agreements from both the parties. The agreements will expire within 12 months
after the end of the term.
Budgetary requirements
For the completion of the project, Project Filter shall pay the Human Resources Central
an amount of 18000 AUS dollars which is made after estimating the cost and losses
that may be involved while completing the process. The payment will be made in
quarterly basis
Communication: Direct through customer care department
Dispute resolution: Email and formal discussion with relationship manager.
Termination condition: If found breach in pre determined cause.
If found misconduct in trade off
Date:
Signature: 04/03/2019

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2. Flowchart

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Activity 10
1. Training needs analysis is required when there exists a difference in the current
performance and the desired performance of an employee. Training needs analysis is
such an evaluation of employees to identify the areas where training is required and thus
channel the resources into those areas for the most part. TNA is a natural function of the
appraisal process that happens at the end of the year when an employee has to complete
all the tasks as identified by the manager. The analysis is a crucial part before accessing
the parts that need development.
2. In want of becoming a human resource manager I want to acquire skills and knowledge
which are related to the human resources management such as skills and knowledge
relating to communication and conflict management.
3. Classroom-style training, a traditional training style, is still considered to be one of the
most effective training techniques. Secondly, Software-based training is increasingly
gaining popularity as it is customizable (self-paced), cost-effective and all the employees
can interact on the same or individual choices of topic. The third method is basically a
process of amalgamating different methods in order to yield maximum result under less
time. However, the method of ‘Lecture’, as we are familiar to, is the least effective
method to use on adult learners. ‘Self-discovery’ method is another less effective way of
development. Due to the absence of competitors, the employees fail to stay motivated
until the end of the process. Any method that involves one-sided communication without
the learner being able to be at par, proves to be the least effective or null and void.
4. The following report demonstrates the Training Needs Analysis for the position of Senior
Manager.
Conceptualizing programmes and establishing strategic methods and also optimize
financial performance across industries.
5. (a) self-study: self-study is a method used by students for enhancing their learning
performances by going beyond typical classroom methods. It involves studying by
oneself without any or less supervision from a teacher.
(b) on-site training: on-site training is conducted within the company’s premises, in order
to save time and offer more opportunities to its employees.

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(c) off-site training: this training primarily involves employee training at a site away from
the original work centre.
(d) one-on-one training: this training is tailored to focus on your needs by providing a
personalized supervisor to match your behavioural characteristics.
(e) mentoring: mentoring is also one form of one-on-one training, it focuses on
developing employee-attitude rather than technical skills.
(f) action-learning sets: a group of students coming together to share learning needs,
reflect on areas of need and learn from issues.
(g) job-rotation: a job technique which involves moving employees from one job to
another, thus allowing them to gain work experience.
(h) job shadowing: one-the job learning experience where an employee is able to spend
observing a professional as a career-development activity.

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Activity 11
A.
● Service analysis and interaction between all channels.
● Customers feedback
● Monitoring customers experiences
● Providing uninterrupted training service
● Text and speech analytics
B. The record of documentation that an employee holds provides for a written record of the
employee’s actions. Policies, procedures, the Employee Handbook and Performance
Development Plans are other forms of documentation. Permanent records such as signed
employment application, written employment references, application materials such as
resumes and cover letters and background checks, are also required. Manager’s record an
employee’s personnel file is also a part of the documentation.
C. Quality assurance is a part of quality management programme focused on maintaining the
desired quality and proper delivery of products or services to customers. TQM method is
an standard following which quality can be ensured for the good and services of the firm.
D.
● customer service satisfaction.
● assuring product and service to be on time.
● keeping a track of progress.
● keeping a check on compliance.
● Evaluating the product and service.
● Undertaking reviews of internal documents.
● Check for consistency in data.
● Check those emissions are calculated correctly.

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Activity 12
1. 10 HR activities
1. Handling issues regarding payroll as well as employment taxes.
2. Making sure of compliance pertaining to human resources.
3. Management of worker’s compensation.
4. Workplace health and safety management.
5. Complying with the laws related to employment.
6. HR management
7. Implementing HR technology functions.
8. Providing employee benefits and retirement programmes.
9. Funnelling resources to guide productivity.
10. Administering benefits which includes insurance as well as consultation.
2. Skills required
● Employee relations
● Onboarding
● Ability to use Human Resources Information Softwares
● Understands the use of performance management
● Teamwork
● Customer service
● Scheduling
● Managing workers’ compensation
3. The clause that deals with disputes need to be unambiguous and clearly drafted. In cases
where the agreement is not clear, the involved parties need to approach different forums. It is
necessary to define and distinguish between governing clauses and the dispute resolution. Hence,
I don’t agree with the statement.

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Activity 13
1. 5 actions to be taken
● Formulating and communicating the standards for improved performance.
● Providing feedback
● Develop action plans to achieve desired performance
● Making fair as well as equitable corrective actions
● Having reasonable standards and expectations of performance
2. Dear sir,
We have recently audited the operations of your organisations and it has come to light that your
business has been violating the service agreement signed between our company and yours.
Please take the following actions before the matter begins to escalate:
● Run the advertisements in the newspapers also to ensure free and fair selection process.
● The advertisements need to fulfil the clause stating a minimum of 60 lines.
● To inform interstate candidates, kindly make use of phones and emails rather than posts.
● A screening interview process must be held without fail.
● PYF Representatives are a must in the second interviews.
● Kindly follow up with the references so that the company does not employ a sociopath.
2. ROI is an acronym for Return on Investment. It is measured by calculating the ratio of
net profit to cost of investment. High ROI refers to favourable gains in return to the
investments. In order to improve the credibility of HR, it is necessary to use quantifiable
metrics. It helps to identify the specific and measurable contexts of the HR services to the
organisation. HR can make use of ROI to analyze the service value like in work and
health safety, employee orientation, diversity programmes, HR information systems and
lastly the training, mentoring and development activities. It is hard to calculate ROI but
there are method of determining employee turnover ratios which determines the
employee turnover stability within the firm which can determine the operational
efficiency of the firm's workforce. Evaluation of Human Resource services can however
be calculated indirectly to the services provided by the recruited employees. If the
employees work properly as per the requirement of the organisation there will be certain
development and profit increase. With certain development in profit building, the
organisation will also enjoy a hike in return on investment.

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3. The issues could have in terms of improper understanding of employee health register.
This could have happened due to unorganised work and departmentalisation

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Activity 14
1. Difference between qualitative and quantitative information
Quantitative information Qualitative information
In order to track productivity out of business,
a business organisation makes use of
quantitative information. The data is used for
ranking employees as well as work units
which helps in promotions and rewards.
Quantitative data cannot be used for
disciplinary action and termination of
individuals. The service companies are known
for tracking the day today worker-client
interactions.
Qualitative information is mainly sourced
from observations by other humans. Human
resource managers are known for silently
observing and recording information all the
employees to make note of behaviour, work
habits, barriers as well as incentives. During
this period it is important for HR managers to
minimise their interactions with their subjects.
Qualitative information may be biased and
may be unreliable.
2.
In order to ensure and understand the organisation health and safety services information related
to being procedure included by the organisational manager regarding health and safety needs to
be evaluated. Proper configuration of resources related to policy management as well as
insurance capacity of the employees will also be required to evaluate. Policy regarding safety
management and authority related to emergency situations needs to be cleared and asked about
before evaluating the organisational health and safety services.

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Activity 15
Client satisfaction surveys
1. Are you satisfied with how our agent dealt with your enquiry?
Options No.of Responses Total no. of
respondents
Percentage of
responses
Extremely satisfied 25 51 49.01
Satisfied 20 51 39.21
Dissatisfied 5 51 9.80
Extremely dissatisfied 1 51 1.96
2. Was your issue resolved in a timely manner?
Options No.of Responses Total no. of
respondents
Percentage of
responses
Yes 39 51 76.47
No 12 51 23.52
Analysis: The client satisfaction survey justifies whether the client is satisfied with the
consultancy services provided to them by us. It also helps in understanding the requirement of
the customer.
b. Service usage surveys
1. What service did you like the most?
Options No.of Responses Total no. of
respondents
Percentage of
responses
Online consultancy 40 51 78.43
Free home
consultancy
11 51 21.56
2. Did the online service for consultancy made you think of using the service again?

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Options No.of Responses Total no. of
respondents
Percentage of
responses
Yes, absolutely 29 51 56.86
Yes 12 51 23.52
So, So 9 51 17.64
Not at all 1 51 1.96
Analysis: the service usage survey lets one understand the utilisation of the service by the
customers. The frequency also helps in making changes to the service delivering.
c. Recommendation survey
1. What do you think can be included to have your issues more easily clarified?
Options No.of Responses Total no. of
respondents
Percentage of
responses
Better customer
service
25 51 49.01
More reception
counter
1 51 1.96
Online facility 12 51 23.52
24 hrs service hotline [phone]
Analysis: As from the name of the table, it directly leads to the position where one asks for the
suggestion to be made. Asking suggestion from clients helps in increasing the loyalty and
goodwill
2) It can be agreed that the major difficulty faced while conducting a survey is to gain
responses. The only reason a survey is done is to derive information on whose basis your
decision-making rely on. It should also be noted that surveys which tend to be lengthy and
confusing will make the respondent impatient, thus not wanting to respond the next time at all.

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Activity 16
1. a) the audit method: the audit method is an on-site verification activity to obtain audit
evidence. It is used by an auditor to conduct an audit. In this physical evidence is
collected to determine the reality of the report done.
b) the analytical method: it is a generic process coupled with the power of the scientific
method with the use of a formal process to solve any sort of issue. Analytical procedure
is conducted to analyze the problems a there riots cause to determine their possible
solutions.
c) the budget method: the budget method is a necessary element for operational and
financial success within a company by analysing the expected cost and resources.
d)the ratio method: when a stock is subject to any bonus, rights and capitalisation issues,
it is adjusted using the ratio method. Ratio analysis is done to look at financial and
operational effect of the firm.
e) the balanced scorecard: the business framework used for analyzing and managing an
organization's strategies.
2. A balanced scorecard has multiple benefits by focusing on the organization as a whole just
by using the basic elements of innovation, integrating the programmes of the organization
and setting out standards for lower levels of employees.

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Activity 17
1. Benefits of a line manager’s participation and involvement when encouraged to do
so :
a. Studies have shown an increase in a line manager’s analytical skills when encouraged to
associate in their line of work.
b. Be involving the employees in active decision making, the company leaders affirm the
value of their employees.
c. It helps companies develop a better understanding of the customer needs through their
employees by listening to their perspectives.
d. Satisfied employees tend to stay in the line of duty for longer thus lessening the turnover
and increasing productivity.
e. Another benefit is that it is cost effective and is also less time-consuming.
f. When a large group of diverse people work together, productivity is double.
g. Employee participation boosts communication skills between the leader and the workers
thus initiating a better workplace environment.
h. Proper management improves the process of business and restricts the organization to
exploit physical capitals.
i. Effective participation is a working strategy to find talent within the company.
2) A) There are several reasons for managers to resist change, one among which is being
burdened with the workload. The manager might reach a point of saturation and resist change
process which initially causes an impact on an individual’s performance. Past failures and the
negative impact on their role might also be contributing to their resistance to change.
B) Unexpected physical illness, uncalled absenteeism, breakdowns in constructive
communication, low productivity, narcissism and lack of morale and motivation are some of the
symptoms of resistance to change and the first step for its eradication is to take curative
measures.

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C) It is crucial at first to identify the signs of resistance and gradually carry out change
management. Resistance to change is a normal phenomenon thus expects it to exist and address
to it formally. With the knowledge of the primary root cause of the resistance change
management, a conversation between a resistant employee and a supervisor helps to improve
managing situations.

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Activity 18
b) value: caring for others
Behaviours may include :
● being attentive to people and their needs.
● being courteous and affectionate.
● being generous and considerate.
c) value: civic virtue
Behaviours may include :
● dedication of the citizens and general respect.
● voting, volunteering and organising societal events.
● common welfare over individual benefits.
d) value: justice and fairness
Behaviours may include:
● Morally correct perspectives and viewpoints.
● Approval of benevolence and disapproval of suppression.
● Ability to judge without bias.
e) value: respect
Behaviours may include:
● Acting respectfully.
● Being helpful in our actions.
● Well spoken and soft.
2. News paper article on unethical actions
The situation relates to being the year 1982 when Mr Allen related to Microsoft was
diagnosed with Hodgkin's disease. Dwelling in such situation according to Allen he
eavesdropped on discussion related to the fact that he is equity was to be diluted as because
other members of Microsoft thought he was being and productive due to the in health
situation. This certain act of discussion regarding dilution of the equity of a member without
his or her knowledge is certainly unethical. Bill Gates and Steve Ballmer being in a
responsible figure acted sheer unethically.

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On visiting the situation of scandal the social gaming ecosystem of health we observe that
Mark Zuckerberg in his earliest days of Facebook wasn't a quite ethical worker as there was a
situation when activities regarding his behaviour were documented by Mike Arrington in
TechCrunch. The privacy issue and the discrepancies were the prime concern of unethical
activities performaed by Mark Zuckerberg.
A present scenario shows us that acquisition on Pincus and Zynga rose. Where they were
accused of helping companies to the fraud consumer into re-bill scheme signing. The
organisation could make sure that the activiyies and the performance are all transperant.
References
ventureburn.com (2019) http://ventureburn.com/2011/04/young-silicon-valley-entrepreneurs-
and-their-unethical-ways/

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Activity 19
1.
a) It is unethical of the junior employees within the HR department, to treat their colleague
Liza improperly. An alternative way of making Liza realize her shortcoming was to by
consulting the HR and following the work ethic codes because she is as much as an
employee as the other junior employees thus, has equal rights and duties.
b) The situation is definitely unethical. Since there should not exist any gender bias in the
workplace. Neither should it be prejudiced that non-members of the organization cannot
participate.
c) Here the element of inconsiderate ethics comes into play. The head of the selection
committee has created cultural bias without considering Yudi’s line of reason.
d) The activity is unethical as because it is wrong in asking for information about someone
without him or her letting about the situation. In this case, scenario asking about some
mental health without his permission to a third person he is portrayed and that is
justifying unethical.
2.
● The preliminary stage of developing a code of conduct is to make the employees in an
organisation understand the importance of it
● To provide rules and regulations that will be easier to follow at the very beginning of
presenting a code of conduct
● Rules and regulations as well as the code of conduct by clearly having a meeting
● Last but not the least finding alternative code of conduct and implementing within time.

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Activity 20
1) An HR is not only entrusted with protecting sensitive information about the employees
and management issues but also must protect these laws governing confidentiality.
a) Not keeping certain information confidential can result in lawsuits and also
demean an HR department's credibility and integrity.
b) Improper Performance reviews,
c) Wrong performance documentation,
d) Illegible job-descriptions etc
e) Fall under the information that is generally kept confidential and thus, when
f) Improper access file by Bowen
2) The privacy legislation defines how we collect personal information, the purpose of the use
of information and to whom the information can be disclosed. The privacy legislation defines
how we collect personal information, the purpose of the use of information and to whom the
information can be disclosed. Under this legislation managers and employees are legally bound
to protect personal information as well as are protected from identity theft and other perils.
Privacy legislation does not allow any personal information for periods longer than necessary to
identify the purpose.
It can be said that through the use of effective method better data collection and operational
activities can be formed to ensure that data collection method is more effective and reasonable
increasing its efficiency.
Activity 21
1) 10 examples of behaviours that are considered unethical:
● incomplete work and opting shortcut methods.
● Hiding mistakes by lying.
● Ill-mouthing coworkers and colleagues.
● Choosing unethical monetary methods for work to be done.
● Committing things on the sly.
● Lying for others
● Taking credit for work done by others.

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● Lying about skills and experiences.
● Giving sudden and continual sick leaves.
● Talking low-value terms.
2) Guidelines to deal with unethical behaviour.
Figure 1: Flow Chart
Source: Self generated
Activity 22
1) Things HR managers can do to ensure the employee’s awareness of the ethical
behaviours :
● Foremost thing for an Hr manager to ensure such awareness is to identify unethical
contents and events within the organization.
● Moral maxims provide some contributory guidance to managers confronting an ethical
dilemma.

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● When hiring, HR managers should cross-check information on resumes and verify claims
in order to ensure the hiring of an honest employee.
● The behaviour of the leader directly affects its followers, thus it is necessary for the
leader to remain in ethical boundaries.
● Non-discriminating policies and promoting diversity can encourage ethical behaviour in
the workplace.
2) Ethics are the guiding principles of a workplace and are an important element for every
worker. Few of these workplace ethics are :
● Standing up for one's words and ideas: It is mandatory for workers to learn ethical
leadings in a business for which they need to hold genuine ideas.
● Obeying the law: At the minimum level, ethical principles must adhere to the laws of the
government. The best employees work ethically in and out of work and can actually be
told what to do.
● Being honest and having integrity: it is not against the law not to lie, but every
organization wants ethical and honest employees for a better reputation.
● Honouring proprietary information: many employees are made to sign contracts and
documents that prohibit them from sharing any intellectual and property information. An
employee should comply with it at all cost.
● Respect towards workers and co-workers: respect for others starts at the
top and should be maintained in the workplace.