Improving HR Service Delivery Performance

This report focuses on improving HR service delivery performance in the organization. It provides an amended action plan for monitoring service delivery, a survey on HR service delivery, and a report on HR service delivery performance for the Operations Manager. The report includes recommendations and strategies for enhancing service delivery and ensuring employee satisfaction.

Assessment Task 3

Contents
INTRODUCTION...........................................................................................................................3
Main Body.......................................................................................................................................3
Amended Action Plan for Monitoring Service Delivery Performance.......................................3
Survey on HR service delivery....................................................................................................5
Report on HR service delivery performance for the Operations Manager..................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................8

INTRODUCTION
HR service delivery is related with the services provided by the human resource
department of the organisation by efficiently interacting with the employees as in this the
companies offer open door policy for the employees (Wikhamn, 2019). Nowadays with the
increasing technology and other related aspects it is analysed that most of the organisation act on
the basis of delivery model which is fuelled by could computing as well as various mobile
application. This report is based on JKL services that focus upon their service delivery of HR
department.
Main Body
Amended Action Plan for Monitoring Service Delivery Performance
HR Service Delivery is the function with the help of which the support services are
provided to the employees. Such services are provided to the employees in the entire life-cycle of
the employees which is from hiring of the employees till their retirement. The monitoring of the
services for JKL services is crucial as with the help of this they can ensure that all the objectives
of the organisation are achieved as their employees are ensured with effective services. For this it
is important that they monitor the Service Delivery Performance of the HR department (Wolff,
Kühl and Satzger, 2018). For this the amended action plan is given below:
Activity Timeline Strategy/
Application of
policy
Resources Person Policy
Continuous
feedbacks
Every
month
All the employees
are asked to give
their opinions to at
the end of every
month so that they
can they all the
improvement can
be made as per the
requirement.
The feedbacks
can be provided
through the
cloud
computing and
through the
website of the
company.
The person
involved in the
activities is the
employees
who
participate in
various
activities
within the
Deming wheel
model for
continuous
improvement.

organisation.
Group
Discussions
Every week
or as per
requirement
of the
situation
This activity can
be implemented
by the HR
managers as with
the help of this
they get the
opinions of all the
employees
regarding a
particular issues.
The employees
and
managers along
with conference
hall are the
resources for
the activity.
Employees,
management
and other
persons which
are directly
related to the
issues are
person
involved.
Employee
engagement
policy
Team
meetings
As per the
requirement
of team
In this all the team
members must be
asked to
participate in the
team meeting as
with these team
members can
explicitly express
their outlook
towards various
aspects
(Heilmann,
Forsten-
Astikainen and
Kultalahti, 2020).
The resources
required for the
organisation the
meeting
includes
effective
channels of
communication,
projectors etc.
Team
members,
team leaders
and the HR
managers.
Effective
communicatio
n policy
On-
boarding
instructions
Within a
period of
one week
from the
In this HR
managers will
make the new
employees
Manuals of the
organisation
that includes all
the policies and
For on-
boarding the
newly hired
employee,
Recruitment
and selection
policy of the
company.

joining of
the
employees
comfortable with
the organisational
culture as the
strategy of the
effective HR
service delivery
will ensure their
involvement.
procedures so
that new
employees can
easily
understand
various
policies.
managers and
trainers will be
included.
Trainings In a month Trainings will be
offered to the
employees as per
the scorecard so
that they can
ensure
accomplishment
of the set
objectives related
to financials,
customer values
etc.
The resources
which will be
required for the
trainings
include trainers,
work floor
where trainings
can be
provided,
machines and
equipments etc.
Trainers, new
joiners and
existing
employees.
Training and
development
policy of the
JKL services.
Survey on HR service delivery
The survey which is to be conducted on HR for analysing the effectiveness of service
delivery of HR is undertaken as this enables in identifying the area of improvement as per
identification of the desired aspects such as financial performance, customer value, people
development, operational process efficiency and organisational values, policies and various legal
obligations (Vanhala and Ritala, 2016). The survey must be undertaken with the help of
questionnaire for which the responses will be provided by:
 employees
 senior management

 line managers
 recruitment service provider
The questionnaire that will be used and be taken into consideration is given below:
Questionnaire
Q1. Do you think the delivery of the services of HR department to you is satisfactory?
a) Yes
b) No
Q2. How HR service delivery can improve the overall financial performance for JKL
services so that they can enhance their overall profitability?
a) Increase innovation
b)Lowering number of recruitments
Q3. What contribution is made by the effective service delivery of HR in the offering
better values to the customers?
a) Better identification of needs
b) Right people as per customer expectation
Q4. What all strategies must be adopted by the HR department of JKL services so that
they can ensure the development of the people?
a) Trainings and development programs
b) 360 degree feedback
Q5. Which factors must be taken into consideration by the HR service delivery for
enhancing the operational efficiency of the organisation?
a) technological efficiency
b) people efficiency
Q6. Does the HR department of JKL services has adopted open door policy for their
employees and other related parties of the organisation.
a) Yes
b) No
c) May be
Q7. While offering the service delivery dose all the legal obligations are taken into
consideration by the HR department.
a) Yes

b) No
Q8. What organisational values and policies are offered by the HR department of JKL
services for ensuring better service delivery?
a) Recruitment and selection policy
b) Effective communication policy
c) Employee engagement policy
Report on HR service delivery performance for the Operations Manager
It is crucial for the organisation that they take into consideration the improvement in the
services which are offered by the HR department to the employees as well as other related parties
because with the help of this they can ensure that all the employees perform effectively and
overall productivity of the organisation is improved. The managers are recommended to ensure
that they have better structure within their organisation that can facilitate them in having
effective communication among all. Further it is recommended to extend the boundaries of the
services delivered to the employees as this will ensure their involvement in every aspect of the
business.
The data so collected by the HR department of the JKL services in context to the
improvement in the delivery of the services so that employees and other parties associated with
the business can get over it. The HR managers take into consideration various policies and
regulation related to the betterment of the employees for which they consider equality act, data
protection act, corporate governance etc. to treat them equally and efficiently and also to offer
equal opportunity to each and every employee (Pandey, 2018).
For this various recommendations that are provided to the JKL services are given below:
 Structure of the interaction among the employees with the human resources department
of the organisation must be improved as with the help of this they can efficiently manage
the number of employees altogether. This will further ensure that their time is saved and
in lesser possible time they can manage various issues.
 The boundary of the services which are offered by the HR department of the JKL
services must be enhanced so that the scope for the employees can be enhanced and the
outcomes can be customised as per their expectations.

 The allocation of service task that has to be undertaken must be managed efficiently so
that the values to the employees that are discussing various issues can be provided better
values.
 The ways in which the changes are implemented within the strategies must be changed as
with the help of this it can be ensured that all the activities are planned are completed on
time and necessary changes are incorporated by the HR department in services delivered.
 The changes which are taking place within the business environment must be undertaken
as it affects the operations of the company directly. Due to this the HR department must
take into consideration so that they can ensure that the employees of their company are
competent enough to manage the change (Sharma and Aagarwal, 2017).
 The HR department of JKL services must take into consideration various metrics as with
the help of this they can analyse what value most to the employees and how can they
manage the cost related with such aspect for example, with introduction of health and
safety policies the cost related to workplace injuries can efficiently be managed.
CONCLUSION
It is concluded from the above report that the organisation must take into consideration the
effectiveness of the delivery of human resource services so that the employees can directly
interact with them and get all the issues resolved. For this it is necessary that the monitoring of
the action plan so formulated is undertaken as with this it can be analysed that what changes are
to be made by the organisation. To manage such changes various recommendations are made to
the organisation as per their requirement.
REFERENCES
Books and Journals
Pandey, J., 2018. Managing emotional labor for service employees: An HRM-based
approach. Human Resource Management International Digest.
Sharma, G.S. and Aagarwal, G., 2017. Intervention of HRM in Management of Un-Organized
Service Industry in India. SMS Journal of Entrepreneurship & Innovation, 3(2), pp.29-
34.
Wikhamn, W., 2019. Innovation, sustainable HRM and customer satisfaction. International
Journal of Hospitality Management, 76, pp.102-110.
Wolff, C., Kühl, N. and Satzger, G., 2018. System-oriented service delivery: the application of
service system engineering to service delivery.

Heilmann, P., Forsten-Astikainen, R. and Kultalahti, S., 2020. Agile HRM practices of
SMEs. Journal of Small Business Management, pp.1-16.
Vanhala, M. and Ritala, P., 2016. HRM practices, impersonal trust and organizational
innovativeness. Journal of Managerial Psychology.