Human Resource Service Delivery Improvement Plan

This assignment challenges you to develop a comprehensive plan to enhance HR service delivery within an organization struggling to meet its goals. You'll need to identify gaps in current services (computing and training), gather feedback from stakeholders through surveys, analyze results, and create operational plans to achieve specific objectives. The plan must include ethical considerations, revised service agreements with vendors, and a system for obtaining approvals for any changes.

BSBHRM501
Manage Human Resource
Services
Learner Workbook
Student’s Name:
Teacher Remarks:

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Table of Contents
Table of Contents...........................................................................................................................1
Candidate Details...........................................................................................................................3
Assessment – BSBHRM501: Manage human resource service......................................................3
Competency Record to be completed by Assessor........................................................................4
Observation/Demonstration..........................................................................................................5
Activities........................................................................................................................................6
Activity 1A......................................................................................................................................6
Activity 1B......................................................................................................................................7
Activity 1C......................................................................................................................................8
Activity 1D.....................................................................................................................................9
Activity 1E....................................................................................................................................10
Activity 1F....................................................................................................................................11
Activity 1G...................................................................................................................................12
Activity 2A....................................................................................................................................13
Activity 2B....................................................................................................................................14
Activity 2C....................................................................................................................................16
Activity 2D...................................................................................................................................17
Activity 2E....................................................................................................................................18
Activity 2F....................................................................................................................................19
Activity 2G...................................................................................................................................20
Activity 2H...................................................................................................................................21
Activity 3A....................................................................................................................................22
Activity 3B....................................................................................................................................23
Activity 3C....................................................................................................................................24
Activity 3D...................................................................................................................................25
Activity 3E....................................................................................................................................26
Activity 3F....................................................................................................................................27
Activity 4A....................................................................................................................................28
Activity 4B....................................................................................................................................29
Activity 4C....................................................................................................................................30
Activity 4D...................................................................................................................................31
Activity 4E....................................................................................................................................32

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Skills and Knowledge Activity.......................................................................................................33
Major Activity..............................................................................................................................36

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Candidate Details
Assessment – BSBHRM501: Manage human resource service
Please complete the following activities and hand in to your trainer for marking. This forms part of
your assessment for BSBHRM501: Manage human resource service.
Name: _____________________________________________________________
Address: _____________________________________________________________
_____________________________________________________________
Email: _____________________________________________________________
Employer: _____________________________________________________________
Declaration
I declare that no part of this assessment has been copied from another person’s work with the
exception of where I have listed or referenced documents or work and that no part of this
assessment has been written for me by another person.
Signed: ____________________________________________________________
Date: ____________________________________________________________
If activities have been completed as part of a small group or in pairs, details of the learners
involved should be provided below;
This activity workbook has been completed by the following persons and we acknowledge that it
was a fair team effort where everyone contributed equally to the work completed. We declare that
no part of this assessment has been copied from another person’s work with the exception of where
we have listed or referenced documents or work and that no part of this assessment has been
written for us by another person.
Learner 1: ____________________________________________________________
Signed: ____________________________________________________________
Learner 2: ____________________________________________________________
Signed: ____________________________________________________________
Learner 3: ____________________________________________________________
Signed: ____________________________________________________________

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Competency Record to be completed by Assessor
Learner Name: _______________________________________________________
Date of Assessment: _______________________________________________________
The learner has been assessed as competent in the elements and performance criteria and the
evidence has been presented as;
Assessor Initials
Authentic
Valid
Reliable
Current
Sufficient
Learner is deemed: COMPETENT NOT YET COMPETENT (Please circle)
If not yet competent, date for re-assessment: ____________________________________
Comments from Trainer / Assessor:
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
Assessor Signature: ________________________________________________________

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Observation/Demonstration
Throughout this unit, the learner will be expected to show their competency of the elements
through observations or demonstrations. The observations and demonstrations will be completed as
well as the formative and summative assessments found in the Learner Workbook. An explanation of
demonstrations and observations:
Demonstration is off-the-job
A demonstration will require:
 Performing a skill or task that is asked of you
 Undertaking a simulation exercise
Observation is on-the-job
The observation will usually require:
 Performing a work based skill or task
 Interaction with colleagues and/or customers
The observation/demonstration will take place either in the workplace or the training environment,
depending on the task to be undertaken and whether it is an observation or demonstration. Each
task must be observed. You will need to ensure you provide the learner with the correct equipment
and/or materials to complete the task. You will also need to inform the learner of the time they have
to complete the task; this will once again vary, depending on the task.
You should be able to demonstrate you can:
1. Determine strategies for delivery of human resource services
2. Manage the delivery of human resource services
3. Evaluate human resource service delivery
4. Manage integration of business ethics in human resource practice.
You will also need to demonstrate the following skills:
 Reading
 Writing
 Oral Communication
 Numeracy
 Navigate the world of work
 Interact with others
 Get the work done

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Activities
Activity 1A
Estimated Time 15 Minutes
Objective To provide you with an opportunity to analyse business strategy and
operational plans to determine human resource requirements
Activity What is the link between operational and strategic plans?
The strategic plan is the objectives and the condition of the external environment
of the business and the way in which the company operates and the internal
strength and weaknesses of the company to help them to strategize future
planning activities.
Operational plans on the other hand are the plan that follows the strategic plan. It
is the guide that is offered to the Human Resource to achieve the goals stated in
the strategic plan.
List at least five HR requirements that the HR department may need to source.
The five requirements of Human Resource management are Assessment and
development centres, career management, competency development processes,
counselling and discrimination, vilification and harassment advice. These are some
of the most important task that most crucial requirement of HR (Cascio2018).
Explain the resource requirements for each item. The answers will vary from
organisation to organisation.
Each of the human resource requirements there are various resource requirements
that each of them require to be fulfilled.

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The resource requirement for the assessment and development centres are
thvarious assessment test that the need to take up for testing the behaviour of the
candidates.
Career management will require that the HR to offer chances to the staffs so that
they can obtain their goals and financial security.
For competency development process the HR department is likely to provide
specialised training in the organization to improving the skills needed to meet the
future needs.
Counselling can be provided to retain better employees for the organization by
arranging counselling classes (Cascio2018).
Discrimination, vilification and harassment advice the HR of the organization
requires to maintain strong workplace law for making a safe place for the
employees.

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Activity 1B
Estimated Time 15 Minutes
Objective To provide you with an opportunity to review external business environment
and likely impact on organisation’s human resource requirements
Activity What are the main external factors that will influence human resource
requirement?
The external factors that influence the selection of human resource by the
organization are:
Socio cultural factors: social changes such as rise or fall in the death rate or birth
rate have an impact on the selection of human resources of the organization. This
is because it changes the age structure of the population that influences the
chances of getting young and enthusiastic employees for the HR role
Technological factors: with the advancement in technologies such as
computerization effects the requirement for an HR. this is because with effective
computerisation company’s cut down employee size. Thus they do not require
much labour work.
Economic factors: economic conditions to influence the requirement of HR in an
organization. This is the demand and supply of the services that the company and
people needs. When there is high demand the organization hires more number of
HR and in case of low demand the hiring reduces.
Legal factors: legal factors such as the law impact the requirement of human
resource in an organization. Thus, in order to maintain a safe environment for the
new employees the organization has to comply with many laws. This, influences
on the factor that they prefer to keep a diverse working environment or not.

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Activity1C
Estimated Time 15 Minutes
Objective To provide you with an opportunity to consult line and senior managers to
identify human resource needs within their area
Activity Why is it important to consult with line and senior managers to identify human
resource needs within their area?
One of the most crucial reason to consult with the line and senior manager while
identifying the needs of human resources because they are the one that holds all
the information about the ways by which they can make their internal customer’s
happy. Thus, in order to make the external customer’s happy the company has to
keep a check that they are keeping their internal customers happy. Thus a line and
senior manager will assist in knowing following information such as labour
requirement, supply and demand, internal training requirement and the need of
the organization.
What can consulting with line and senior manager’s help you identify?
The line and senior manager helps to identify various aspects of the business such
as labour requirement, supply and demand, internal training, and future planning
requirement and needs to be addressed. Such answers needs to be given by the

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senior and line manager to make sure that the answers HR professionals gets are
aligned by the needs of the organization.
How can this information assist HR professionals?
The information that the senior management will identify and address to the HR
professionals will help them to know the answers that specifically align with the
organizational plan of the company. It also help them to improve their internal
customer service of the organizationto the customers. Thus the information that
the senior managers provide play a great role in formulating the internal design of
the organization through which they can grow.

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Activity1D
Estimated Time 15 Minutes
Objective To provide you with an opportunity to review organisation’s requirements for
diversity in the workforce
Activity Diversity in the workplace is essential; within the organisation it is important to
ensure that they recruit and retain the person with the best skills and talent to
fulfil the position. This should be regardless of gender, sexual orientation, race,
religion or disability.
Name five reasons why following legislative guidelines helps to improve the
organisation’s profile and provides benefits to the organisation.
Diversity is one of the most important and crucial considerations of business as it
help to maintain a healthy environment and retain their employees for longer
time. For the purpose the organization has to follow the legislative guidelines. The
legislative guideline offers various benefits to the organisation and to design their
organizational strategies. Some of the benefits that legislative guidelines offers to
the organization are:
The first benefit is that it helps to attract, recruit and retain employees from a
better pool of employees and talents. This will add to the benefits of the business
in a great way.
The second benefit is that it helps in reducing the employee turnover rate and the
frequency of absenteeism among the employees. This is because the employees
will feel safer and protected within such organizational policies.
Thirdly, the legislative policies helps in increasing the flexibility and
responsiveness in the business for the employees, making them feel happy for the
work they do.
Fourthly, it helps in enhancing creativity and innovation within the organization.
This is because employees are recruited from wide sources which add to variety
of talent pool in the organization.
Lastly, help the employees to develop capabilities in working within different
cultures.

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Activity 1E
Estimated Time 40 Minutes
Objective To provide you with an opportunity to develop optionsfor delivery of human
resource services that comply with legislative requirements, organisational
policies and business goals
Activity Cost benefit analysis can assist you in determining the options to deliver human
resource services. What are you comparing when you calculate the CBA? What
benefits can you obtain by calculating the CBA over time?
What are the four steps of risk analyses?
Risk analysis helps the business to reduce the percentage of risk that they might
face from the organization and its changes. The four steps that arerequired to
follow during the risk analysis are identify the threats, estimate the risks, manage
the risks and review the results and make it a part of the business (Chelladuraiand
Kerwin2017).
What is the importance of recommendations and their relevance to groups?
Recommendation is necessary for leading or starting a group because
implementation of policies require a lot of analysis as the person involved in these
policies are affected by it. Thus it is necessary to consult the effect of such policies
on the organization and on its futures. Thus it is necessary that all staffs are
considered while developing any system or policies. Thus, before taking any
decision it is necessary that the HR professional consult or take recommendation
from seniors.
What can be the impact if the human resource service options do not comply with
legislative requirements and organisational policies?
It is necessary for the human resource to comply with the legislative requirements
as it helps the organization in number of ways. In the absence of the legislative
requirements will put a negative impact on the organization. The most crucial
impact is it will lead to unhappy employees in the organization putting further
impact on its growth and production.

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Your role is to deliver induction training to new employees. Following the
recommendations of the HR department, you offer to induct staff to your work
area. What legislative requirements would you need to know?
The legislative requirement that is required to deliver an induction training are:
Environmental issues, enterprise agreements that affects the employees, equal
opportunity and anti-discrimination, equal employment opportunity and Fair
Work Act.

Discussion for modification of paperwork
Changing paperwork for the new employees
Test for approval from the employees of various departmentsAcceptanceRejection
Change in paperworkNo change in paperwork
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Activity 1F
Estimated Time 15 Minutes
Objective To provide you with an opportunity to develop and agree on strategies and
action plans for delivery of human resource services
Activity What is consensus decision making?
The consensus decision making is a process that affects the participants that are
involved in the agreement due to minor objections. Once the objection is made, it is
necessary to set the goal of for the proposal (Chelladuraiand Kerwin2017).
Using the Consensus Decision-Making Flow Chart explain in your own words, how
you would resolve a problem as a Manager. You may use an example from your
own work place to explain the flow chart. Are there any ways in which to
improve the process?
If you have no example to use, discuss the following in your answer:
Lee Jones has recommended that the paperwork for the processing of a new
employee be changed. Several members of staff will be affected by the change.
Chris will no longer need to enter the new data for the employee into the
computer. This would lighten Chris’ responsibilities and would no longer be
needed to work in a full time position. A scanner costing $2000.00 would process
the paperwork in half the time. Alex would have to file the information and would
be placed under more pressure because he also generates the payroll for the
fortnightly period.
Discuss the various scenarios.

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Using the final decision in the consensus decision making flow chart, briefly
outline how you would action the decision, using the action planning steps.
The final decision after the discussion is the acceptance of the changing the
paperwork for the processing of new employees. Theperson who is engaged with
this work will also be given other responsibilities along with handling the paper
work so that she can work fulltime. Moreover, Alex will be provided with another
person to help him to assist with the work and share the load. Thus, a meeting will
be taken to convey the decision, change in responsibilities and the change in the
paperwork.

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Activity 1G
Estimated Time 15 Minutes
Objective To provide you with an opportunity to agree and document roles and
responsibilities of human resource team, line managers, and external
contractors
Activity Using the last two questions in Activity 1F, recommend and discuss the
documentation that you should use to implement the plan. In your answer
include that importance of documenting the roles and responsibilities of the HR
team.
The importance of documentation of the roles and responsibilities of HR team is
that it helps to know the responsibilities and helps them to know the new service
improvement that ha bee introduced in the process. It also helps to keep a check
that the role is being seriously implemented without any disruption. The
organization will hire new employee to assist Alex in his position so that they can
share the burden. Moreover, there will be documentation on the process of
moving with the change in the paperwork. It will be done by modifying the older
way of paperwork.Chris will be given other department task as his responsibility
will get reduced after the introduction of the new paperwork.

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Activity 2A
Estimated Time 20 Minutes
Objective To provide you with an opportunity to develop and communicate information
about human resource strategies and services to internal and external
stakeholders
Activity What is a stakeholder?
Stakeholder may be referred to as a group of individual or a single
individual who has legitimate interest for the development of an
organisation.
What is an internal stakeholder? Give three examples.
The internal stakeholders are the individuals who directly work with the
organisation.
The three examples of internal stakeholder are the investors, managers and
employees.
What is an external stakeholder? Give three examples.
The external stakeholder are the group of people or the person who are not
directly associated with the working of an organisation.
The three examples of external stakeholders are the creditors, shareholders
and the customers.
Give five examples of direct communication.
Five examples of direct communication includes group forums, training and
orientation, formal presentations, community events as well as corridor
conversations.
Give five examples of indirect communication.
Five examples of indirect communication are marketing campaigns,
intranet, newsletter, memos as well as annual report
Your organisation has decided to reduce the rate of pay for overtime from time
and a half to time and a third. It is the HR department’s responsibility to
communicate this to the field staff. Select a method, or methods, of
communicating this and explain you reasons.
I will communicate these during the staff meeting that takes place in the
organisation in a weekly, bi-weekly or fortnightly basis. I have chosen this method
to communicate with the other members because this is the best way to disclose
or announce any changes that has taken place in the organisation or is likely to

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change in the organisation. Moreover, as majority of the members remain
present in the meeting it will be easier to disclose any information and thus the
message will be conveyed formally to everyone.
Activity 2B
Estimated Time 20 Minutes
Objective To provide you with an opportunity todevelop and negotiate service
agreements between the human resource team, service providers and client
groups
Activity List the service providers that your organisation uses and the services that they
offer.
Service agreements should identify the following:
 Goals
 The services that must be delivered
 The support and resources required
 The roles of the parties
 The expected effectiveness of service delivery
 Costs and payments
 The way in which services are developed and provided
Choose one of the service providers chosen above and outline each of the areas
that the service agreement should identify.
Managed service provider
Using the answers that you have provided in this section, make notes on the
service level agreements key clauses.

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Key Clauses Outline
Description of the
service
Managed service provider offers information
technology services that helps in managing
and assuming the responsibility for the
defined set of services to the clients.
Service definition
They act as a facilitator in the procurement
and management of the staffing services. The
online management system known as vendor
management is used for efficiency and
transparency.
Performance tracking It will help in consistency, communication and
actionable. It will be easier to identify the
strength and problems and thus improve the
performance of the individuals.
Problem management Managed service provider will help in the
management of different supply chain
problems and services, logistics and
distribution as well as procurement and
sourcing.
Fees and expenses The fees and expenses of managed service
provider will be paid accordingly. The
marketing strategy and planning will also be

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carried out in a systematic way. The media
will also try to manage and broadcast the
managed services in an organisation.
Duties of the parties The supply chain management who will be
involved in this process will try to co-ordinate
and make proper communication. The
logistics and distribution will also be managed
by them accordingly. The marketing managed
service provider will try to manage the
integrated marketing.
Security They will also try to manage and handle the
different security processes that are
associated in different levels of the managed
service provider.
Warranties and
remedies
The managed service provider in different
sectors also assures that they will carry out
their work in a responsible way and provide
proper solutions to them.
Legal compliance It is important for the organisation to adhere
to the existing norms in different areas of
equity, health and safety of the workers and
retirement benefits. These must be managed

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according to the norms of the society.
Variation of
Agreement
There will be no such variation between the
two parties and as such there will be no such
contract between the two parties in the
organisation.
Terminations The termination procedures in the service
contracts includes the standard clause. This
will include the set of regulation and other
regulatory compliance in accordance with the
management.

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Activity 2C
Estimated Time 10 Minutes
Objective To provide you with an opportunity to document and communicate service
specifications, performance standards and timeframes
Activity What is the key importance of duration and communication in this process?
The two important aspects of service agreement are communication as well as
duration. It is vital to be clear of the start date and the end date of the
agreement. The start date will help in keeping a track of the performance of the
HR on the particular date and time. It is also vital to keep a check on the SLA time
and its expiry. In order to keep the cost of the customers at a considerable low
rate, it is important to hire a sub-contractor for the short span of time. On the
other hand, it can be said that communication is a vital area that will help in close
monitoring of the different processes. The organisation must have a clear set of
policies and procedures in relation to the communication process in the
organisation. In most cases, it can be said that the organisation must try to
acknowledge the receipts that are received by them and therefore this will help in
defining the protocols of an organisation.

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Activity 2D
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify and arrange training support if
required
Activity What information does the Performance Improvement provide you with?
A performance improvement plan will help in knowing the work role or the job role
that is to be followed by different members in an organisation. It is important to
help the employee that is considered as an important part of the cycle and thus this
will be considered beneficial for both the individual as well as the organisation.
You use an external provider to deliver training to your staff. Is this the only
support that they need? Why? Why not?
Although external provider plays an important role in imparting training to the
different members of an organisation, but in some cases they might not be
successful. Sometimes, it can be said that the employees who are engaged in the
organisation do not have sufficient quality to deliver the training and it is important
to impart the training by the external provider. Moreover, the external provider
also fails to understand the intentions and the capability of the employees and thus
end up in problem.
What support is offered to staff within your organisation to develop staff?
The staffs in the organisation must be given to attend internal development classes
and this will improve the inner working of the organisation. The duty of the HR is to
provide orientation and induction program and this will help in the development of
the staff and provide them quality training
What is the importance of the support programs?
The provision of training to the employees is considered as the right issue for the
development of an organisation. The support programs helps in mentoring and
providing adequate support in different situations that can occur at any stage of
employment. The performance support system are considered as an innovative
system and this are assessed whenever they are required by the employees.
Moreover, support programs will also help in social learning and different follow-up

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opportunity processes.
Activity 2E
Estimated Time 15 Minutes
Objective To provide you with an opportunity toagreeon, and arrange monitoring of
quality assurance processes
Activity What is the importance of monitoring quality assurance in regards to external
providers?
Monitoring quality assurance will help in reviewing the HR processes and the
quality of services in an organisation that is provided by an external provider in an
organisation. These monitoring process will also help in the identification of the
ongoing processes within the organisation.
When you monitor a program, what should you be able to identify?
When we monitor a program, we should be able to identify the issues, measure the
success and try to solve the problem that arises in an organisation.
When should quality start to be monitored?

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Quality can be started to monitor by utilising the policies of an organisation,
procedures, standards and regulations that will help to control the quality processes
in the organisation.

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Activity 2F
Estimated Time 25 Minutes
Objective To provide you with an opportunity toensure that services are delivered by
appropriate providers,according to service agreements and operational plans
Activity When choosing an external provider, what do you need to know?
It is important to know that the external provider has sufficient knowledge and skill
in the required field and thus this will help in gathering the information from the
organisation and thus fulfil the needs accordingly.
What is a needs assessment?
Needs assessment is referred to as a systematic process for addressing and
determining the gaps and needs between the desired conditions and the current
conditions in an organisation.
Two staff has completed a needs assessment. The HR manager has identified that
they need training to update their computer skills.
Using the information that you have used, put together an outline of what you
need to know and make recommendations on how you can do it. Design a
questionnaire if you find this easier.
Why do you need the external provider?
External provider is needed because the senior employees in the organisation will
not be able to communicate and understand the problems of an organisation and
impart them proper training. The external provider must also try to customize the
different approaches to fulfil the needs of an individual (Paterson et al.2017).
What should you keep in mind when you choose an external provider?
It is important to know that the external providers are good at providing the

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requisite knowledge and this must try to fulfil the needs of the employees who are
working in the organisation. It is also important to know that the external provider
have the ability to meet the needs of the organisation.

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Activity 2G
Estimated Time 15 Minutes
Objective To provide you with an opportunity to identify and rectify underperformance of
human resource team or service providers
Activity What is underperformance?
Underperformance is referred to as the inability of the employees to perform the
duties of their respective position or the required standard. These behaviour are
not generally accepted in all organisation and it displays and spreads negativity
within the organisation (Graham et al.2017).
Why does underperformance arise?
Underperformance arises because of interpersonal differences, workplace bullying,
cultural misunderstanding, negative experience in the workplace and not fulfilling
the procedures and policies in the organisation.
List the steps that you may be required to follow if underperformance arises in
your team?
The steps that is needed to be followed if underperformance arises in the
organisation are:
a. Obtaining feedback from the trainer
b. Speaking to the employees to find out the advantages and disadvantages in the
organisation.
c. Observing the performance of the employees
d. Evaluate the achievement of the employees
e. Conducting review meeting in the organisation.

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Activity 2H
Estimated Time 20 Minutes
Objective To provide you with an opportunity to identify appropriate return on
investment of providing human resource services
Activity According to the Human Resource management performance model what areas
should be measured to indicate an appropriate return on investment on HR
services?
The areas that needs to be measured in order to assess the appropriate return on
investment on HR services are:
a. Human Resource Management that includes policies, programs, strategies,
system and practices.
b. Employees Performance measures is divided into the group level and individual
level. The individual level factors includes accidents, resignation, absenteeism,
commitment and turnover. On the other hand the factors that affects group work
includes dynamics, processes, interactions and performances.
C. The organizational performance measures includes labour productivity, unit costs
and product and service quality. The financial performance includes market share,
profits as well as return on investments.
Consider areas that this way of measuring performance may be problematic.
The areas in which measuring the performance may become problematic includes:
Measuring the individual level: It is important to measure the customers and the
competitor’s competition level and in certain cases, this may prove problematic for
the individuals.
Looking Backward: The quality of managerial decision is considered as an
important area of success for it is important to assess them accordingly. The board
members must try to assess the willingness and wisdom of the individuals.

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Activity 3A
Estimated Time 10 Minutes
Objective To provide you with an opportunity to establish systems for gathering and
storing information needed to provide human resource services
Activity Individually answer or discuss in pairs the following questions:
It is vital for HR to ensure that they maintain good data bases and that all
information is current and relevant,ensuring at all times that data protection
legislations are adhered to.
Name five types of information thatHR need to keep records on.
HR professionals have the responsibilities to record different type of information
of the organization in order to view it when needed. This leads them to maintain a
record for the company stating all its important affairs and financials
(Marchington et al. 2016). There are some of the important information that
the HR needs to maintain as records such as:
Personal information and data of the employees and other references that may
be required by the organization for future reference
Economic trends going on in the current market situation
The social trend that the employment market is facing recently
The application forms and recruitment forms of the employees
The term of contract of the employment of all the employees
Details about training programs for the employees and the term of programs
Information about appraisals and supervisions
These information has to be stored by the HR professionals either in paper or in
electronic documents.

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Activity 3B
Estimated Time 20 Minutes
Objective To provide you with an opportunity to survey clients to determine level of
satisfaction
Activity Individually answer or discuss in pairs the following questions:
What questions should you ask when you are going to develop a survey?
There are various types of survey that can be conducted by an organization to know
its clients. However, to choose the way they want to develop a survey, various
questions needs to be answered such as:
 Who is the person to conduct the survey?
 Should the survey be outsourced or should be collected from the internal
HR team?
 Should the survey be collected from a specific group of people or should it
be anonymous?
 What should be the strength of the people from whom the survey will be
collected?

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How can you control the size of the survey? Why would you need to control the
size of the survey?
One way to control the size of the survey is by taking out or choosing a portion of
sample from the population or total number of people involved in the survey. The
chosen sample will be used to answer the questions. It is important to take out the
sample for the survey or reduce the size of the survey because a huge population or
large survey size leads to huge error and inaccurate results. Moreover, there will be
conflicts between the people involved in the survey (Marchington et al. 2016).
When asking survey questions, what should you not do?
There are certain rules that need to be followed while asking questions during a
survey:
Do not use question that one cannot act upon
Do not be biased towards a person or a situation
Do not ask double barrelled questions
Do not use abbreviations
Do not ask personal questions
Do not use much negative forms
Do not use jargons in the questions
What is the difference between verifiable and unverifiable questions?
Verifiable questions are the one that has been already used by any other person for
research and can be used to answer the present research. A verified question can
be used or repeated by another researcher. On the other hand a non-verifiable
question is the one whose meaning is difficult to quantify. Questions related to
feeling, attitude and other emotions are considered as non-verifiable questions.

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Questions that are mostly open ended and require more information is considered
as non-verifiable questions.
Activity 3C
Estimated Time 15 Minutes
Objective To provide you with an opportunity tocapture on-going client feedback for the
review processes
Activity What does feedback measure?
Feedback helps the organization or anyone to measure the performance that the
employees or anyone that is the part of the objective is giving. It helps in promoting
high employment engagement and retain happy employees.
List the different types of feedback.
There are different types of ongoing feedback such as:
Feedback that take form of a discussion about the annual review
Feedback that focuses on the performance and success of a plan or goals
Feedback given on individual performance
Obtaining feedback on the performance of the group
What should feedback focus on?
The feedback should be focused the following criteria that does not impact the

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organization badly:
 Feedback should always carry a goal in order to motivate the employees
and reduce the frequency of recurring problems
 The feedback should be specific and should focus on giving learning skills
 The feedback should be behaviour based and focus on the action of the
client not their attitude
 Feedback should focus on time and solve problems that is arising from
time to time

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Activity 3D
Estimated Time 15 Minutes
Objective To provide you with an opportunity to analyse feedback and surveys and
recommend changes to service delivery
Activity You have been asked to review feedback for a recent survey from ten customers.
Your organisation has two training providers. The feedback for training
organisation one identifies the seven customers is happy with their provider, one
is not and the others are indifferent.
Draw a graph depicting these results.
Feedbac
k
0
1
2
3
4
5
6
7
Positive
None
Negative
The feedback for training organisation two identifies four customers is happy with
the provider, five are not and one is indifferent.
Use a line graph to demonstrate these results.
Positive Feedback Neutral Feedback Negative Feedback
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Read the graphs, assess them and recommend which training organisation the
company should retain.
Feedback Series 1 Series 2

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Positive 7 4
Neutral 2 1
Negative 1 5
From the above table it can be seen that from both the training organization the
company should retain the first one because from the data it can be seen that
more number of employees are agreeing on the first option. Out of total seven
are agreeing for option one and four is only agreeing for the second organization.

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Activity 3E
Estimated Time 15 Minutes
Objective To provide you with an opportunity to obtain approvals to variations in service
delivery from appropriate managers
Activity Why is it important to make sure that you obtain the appropriate approvals to
variations in service delivery?
Service providers are hired with the aim to meet the goals of the organization as the
organization might fail to meet the goals. It is necessary for the company to obtain
necessary approvals for making variations in service delivery because services are
one of the most crucial parts of any organization and it helps to attract customers
for the company. Any changes made in the service delivery without consultation
might prove to be a threat for the company is anything goes wrong (Brewster et
al. 2016). Thus it is necessary that they get proper feedback before planning to
make any alteration in service delivery.
Why do organisations have paper trails in regards to obtain approvals?
Organizations keep a paper trail to obtain approvals so that they can map the
approval. This can be further used in the organization for bringing continuous
change or improvement in their system. Thus the paper trail acts as an important
document for the organization to take up any further changes in service delivery.
What steps do you need to follow to obtain approval to change service delivery in
your work area?
There are many steps by which the approval takes place before making any changes
in the area of work. First step that the company needs to follow to get the changes
approved is the opinion of the service delivery provider because it is their
responsibility to provide eservice in time. Secondly, any changes made to the time
of the service delivery will be made by getting approval from the head of the

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department or from the team leader. Lastly, approval may also be needed from
several parties that form the part of the service delivery. However, the steps that
take place while getting an approval may change depending on the structure of the
organization. Nowadays getting approval has become easy as mails are used to get
the approval done from the entire desired person.

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Activity3F
Estimated Time 15 Minutes
Objective To provide you with an opportunity to support agreed change processes across
the organisation
Activity What role can HR play in organisation change?
HR professionals play an active role in the process of change by creating a
resistance between the organization and employees. In this way they support
changes in many ways. The man role that HR plays in the process of change is to
support the change in the organization. The first role of the HR should be in the
position by whichthey can deliver the objectives of the change program. This
requires them to have good relation with the change leaders and stakeholders. It is
the role of the HR to clarify the goals of the organization that they support. It is
their duty to understand the reason behind the change and the effects that it will
have on the organization. It is the responsibility of the HR to play a role in the
change process. The role that they play include:
 Get involved in the initial stage of the project
 Playing the role of an advisor to advice the leaders on the skills that the
organization has
 Keeping a balance between long term and short term goals
 Analysing the impact that the change will bring in the organization
 Understand and cooperate with the concerns of the employees while the
change process is going on
 Guiding the employees to cope up with the scenario arising from change
and manage their performance

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Activity 4A
Estimated Time 15 Minutes
Objective To provide you with an opportunity toensurepersonal behaviour is consistently
ethical and reflects values of the organisation
Activity Outline the Code of Ethics that you follow as a part of your role within your
organisation.
The code of ethics that will be followed by me within the organisation are:
To build credibility, respect and strategic importance for the development of the
organisation.
To assist the organisation in achieving their goals and objectives.
To encourage social responsibility and professional decision making in the
organisation.
To educate and inform the future practitioners about the role of the organisation.
How would you ensure that personal behaviour is consistent and reflects the
values of the organisation?
The value possessed by an employee is considered to be a blueprint for the
organisation and this is considered to be a guide in the operational and strategic
decision making process. The company must also try to set the goals and targets in
such a way that will set it away from its competitors. In-depth discussion with the
managers, leaders and the focus groups will be beneficial in the development of the
organisation. The core values of the organisation will help to define how people will
behave with each other in the organisation and thus help them to be successful
(Egan et al.2015).

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Activity 4B
Estimated Time 15 Minutes
Objective To provide you with an opportunity to ensure Code of Conduct is observed
across the organisation, and its expectations are incorporated in human
resource policies and practices
Activity In your own words, define what a code of conduct is and what you will find in the
code of conduct.
Code of conduct is defined as the set of norms, rules and regulations that will help
in outlining the social norms within the organisation. These code of conduct are
generally written for the employees and therefore it will be beneficial for the
company to protect the different types of business and information of the
employees in accordance with the expectation of the company. The code of
conduct do not elaborate policies or norms but it is generally written about what
the company expects from the employees. It can be said that code of conduct is
considered to be an important step i n the establishment of inclusive culture in an
organisation and it is not considered to be a comprehensive solution for different
types of problems. The code of conduct in the private organisation depicts that
effective implementation must be considered as a part of the learning process in
the organisation (Mokhtarianpouret al.2016).
The code of conduct lays the rules and norms that needs to be followed by the
employees in an organisation. If the employees do not follow these code of
conduct, they will be laid off from the organisation or penalised.

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Activity 4C
Estimated Time 15 Minutes
Objective To provide you with an opportunity toobserve confidentiality requirements in
dealing with all human resources information
Activity What is the difference between confidentiality and privacy?
Confidentiality refers to those information that can be accessed by those
personnel’s who has the authority to access the information during different stages
of the life cycle. This aims to set the boundaries by which the personal information
and the data cannot be disclosed without taking permission from the concerned
authority. The confidential policies and the procedures allows the individual to feel
confident that there information is protected. The common laws governs the
breach of confidence and this is possible through addressing the trade secrets and
other information which has to be given in confidence and that will not be available
to the public.
On the other hand, the legislation that is associated with privacy addresses the
personal information about groups of individuals or a single individual and that
must not be publicly addressed. If the individual delivers personal information
about themselves, the information cannot be accessed without the permission of
the Privacy Act.
How does this apply to the human resources department?
This information may apply to the human resource department if the organisation
advises the individuals to collect personal information that cannot be disclosed.
There are certain information that cannot be used for direct marketing and thus it is
important to seek the consent of the individuals and check if the prescribed
conditions are met.

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Activity 4D
Estimated Time 15 Minutes
Objective To provide you with an opportunity to deal promptly with unethical behaviour.
Activity How should unethical behaviour be dealt with?
Unethical behaviour must be dealt with responsibility and sensitivity. It is
important to document what the employees think about the organisation. The c-
workers must be approached in a polite and calm way. The people must also
have the ability to deal with the issues of ethics in the organisation. Dealing with
these issues might be considered difficult for the organisation and it is vital to
know what is right or wrong. It is also vital to follow the procedures of the
company that reports on different unethical behaviour. Sometimes, it can be said
that the issue might become unethical and illegal for the organisation. This will
help to deal with different situations in different ways. In most cases, it is found
that the people might behave illegally in different cases and it is the duty of the
organisation to take care of these issues and handle them as and when required.
In many cases, it is found that the company might not be willing to do take up
actions against unethical behaviour in the organisation and thus it remains
unsolved.

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Activity 4E
Estimated Time 15 Minutes
Objective To provide you with an opportunity to ensure all human resource staff
understand requirements regarding their ethical behaviour
Activity How can you ensure that human resourcestaffunderstand requirements
regarding their ethical behaviour?
It is important to ensure that the human resource department might overcome
the different challenges in the organisation. Although the best way to create an
attitude in the organization is to help the leaders in the organisation to carry out
their duties and responsibilities in a better way. As the companies grow, it is
important to take care of the ethics and responsibility of the organisation and
thus code of conduct might be considered beneficial in these aspects. The human
resource manager must ensure that the ethical challenges that are typical for the
development of business. Work ethics tries to manifest the talents and the
behaviour of the employees and each organization irrespective of its guidelines
must adhere to the norms and rules that are laid by the policy act of different
companies. It is vital to ensure the facts that are considered relevant for the
development of an organisation. Moreover, the values that are obtained must be
considered significant and these must be considered from the personal
experiences of the individuals. This also refers to the code of ethics in an
organisation. On the other hand, it is also important to avoid the assumptions and
stick to the facts that are considered important for the growth of an organisation.
The proposed action that will be taken will help in the development of an
organisation and this practices will be considered as the corporate social
responsibility.

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Skills and Knowledge Activity
Estimated Time 45 Minutes
Objective To provide you with an opportunity to demonstrate your knowledge of the
foundation skills, knowledge evidence and performance evidence.
Activity Complete the following individually and attach your completed work to your
workbook.
The answers to the following questions will enable you to demonstrate your
knowledge of:
 Reading
 Writing
 Oral Communication
 Numeracy
 Navigate the world of work
 Interact with others
 Get the work done
 Identify the key provisions of legal and compliance requirements that
apply to managing human resources
 Summarise the organisation's code of conduct
 Explain human resource strategies and planning processes and their
relationship to business and operational plans
 Describe performance and contract management
 Explain how feedback is used to modify the delivery of human resources
Answer each question in as much detail as possible, considering your
organisational requirements for each one.
For this activity you will need to demonstrate the process you would go through
to determine strategies for the delivery of human resources services, how you
would manage and evaluate the delivery of human resources services, and how
you would manage the integration of business ethics in human resources
practices.
 Explain how to analyse business strategy and operational plans to
determine human resources requirements

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 Demonstrate how to review external business environment and its
likely impact on your organisation’s human resource requirements
 How would you communicate with management to identify human
resource needs in relevant areas
 Explain how you would develop options for the delivery of human
resources services that comply with legislative requirements,
organisational policies and business goals.
 Demonstrate how you would develop and communicate information
about human resources strategies to internal and external stakeholders
 Describe the process you would go through to develop, negotiate,
implement, monitor and evaluate service agreements between the
human resources team, service providers and client groups
 Explain how you would identify and rectify under performance of the
human resources team and/or service providers.
 Develop a process to evaluate the delivery of human resources service
including gathering and storing information, determining client
satisfaction, analysing feedback to inform recommended changes, and
obtaining approval and support from appropriate managers.
 Explain the process you would follow to manage the integration of
business ethics in human resources practices. Ensure you identify
organisational ethics and values, how this is incorporated into human
resources policies and practices, and how unethical behaviour is
identified and managed.

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Major Activity
Estimated Time 60 – 120 Minutes
Objective To provide you with an opportunity to demonstrate your knowledge of the
entire unit.
Activity This is a major activity – your instructor will let you know whether you will
complete it during class or in your own time.
Attach your completed answers to the workbook.
You must individually, answer the following questions in full to show your
competency of each element:
1. Determine strategies for delivery of human resource services
2. Manage the delivery of human resource services
3. Evaluate human resource service delivery
4. Manage integration of business ethics in human resource practices
Individually complete the following and present it as a portfolio:
In the last quarter, almost none of the HR Departments goals have been met.
We are paying two Computer Companies to maintain the computer systems and
three organisations are offering the same services for training. Your job will be
to narrow the strategic plan into operational plans and ensure that all goals are
reached in the next six months.
You are not familiar with the HR Department so you will need to rely heavily on
the skills of other staff by obtaining ongoing feedback from the HR team and
employees who are familiar with your goals.
 The Strategic Plan is to find one provider for each of the computing and
the training services. Set realistic goals and develop an outline of an
operational plan around it. Identify gaps in needs and outline how you
would address them (i.e. training or coaching – how would you support
this initiative?
 In consultation with managers you need to gather data to obtain
feedback from internal clients who are being serviced by each party.
Design the tools and explain how you would distribute them.
 How would you display the results of the survey?
 Outline a report format on how you would analyse and communicate
your findings.
 You find that no policy has been developed for the organisation’s
customer service surveys. Develop one on the expected ethical personal
behaviour of the HR team and how any unethical behaviour will be
addressed to all staff with access to the results.
 Remembering that goals are not being met, redevelop and negotiate
service agreements with the parties and address how you would
support them to ensure that these goals are being met.
 Who needs to provide approvals for any variations? Delegate a member
of your team and address what procedures should be developed to
obtain approvals.

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References
Brewster, C., Houldsworth, E., Sparrow, P. and Vernon, G., 2016. International human
resource management. Kogan Page Publishers.
Cascio, W., 2018. Managing human resources. McGraw-Hill Education.
Chelladurai, P. and Kerwin, S., 2017. Human resource management in sport and recreation.
Human Kinetics.
Egan, V., Hughes, N. and Palmer, E.J., 2015. Moral disengagement, the dark triad, and
unethical consumer attitudes. Personality and Individual Differences, 76, pp.123-128.
Graham, K.A., Ziegert, J.C. and Capitano, J., 2015. The effect of leadership style, framing,
and promotion regulatory focus on unethical pro-organizational behavior. Journal of business
ethics, 126(3), pp.423-436.
Marchington, M., Wilkinson, A., Donnelly, R. and Kynighou, A., 2016. Human resource
management at work. Kogan Page Publishers.
Mokhtarianpour, M., Gharamaleki, A.F. and Rajabi, S., 2016. Barriers to Effective
Formulation of Code of Ethics in a Medical University. Iranian journal of public
health, 45(1), p.76.
Paterson, S., Pill, S. and Bell, M., 2017. Leading teacher underperformance: Principals'
experiences. Leading and Managing, 23(1), p.25.