Customer Service Improvement Plan

This assignment tasks you with addressing a company's declining customer service by analyzing the current situation, proposing solutions including employee training and improved service agreements, and outlining a plan for implementing these changes. It emphasizes ethical practices in data collection and analysis, requiring the development of a policy for customer service surveys and addressing potential unethical behavior within the HR team. The plan should include strategies to support service providers and ensure goals are met, as well as procedures for obtaining approvals for any variations.

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?
A strategic plan is a company layout comprising of objectives and adapting
of suitable methods to achieve the objectives. An operational plan is a
complete plan in detail which will provide each department or team with a
clear picture of methods that will help to achieve them the strategic goals.
Both, strategic and operational plan contribute towards adapting of feasible
methods of administration and executing them in order to achieve success in
a business or a non profit making business.
List at least five HR requirements that the HR department may need to source.
The five requirements are:
 Training and development
 Recruitment
 Managing employee relations
 Legal
 Payroll Systems
Explain the resource requirements for each item. The answers will vary from
organization to organization.

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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 organization’s human resource requirements
Activity What are the main external factors that will influence human resource
requirement?

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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?
What can consulting with line and senior managers help you identify?
How can this information assist HR professionals?

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Activity1D
Estimated Time 15 Minutes
Objective To provide you with an opportunity to review organization’s requirements for
diversity in the workforce
Activity Diversity in the workplace is essential; within the organization 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
organization’s profile and provides benefits to the organization.

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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, organizational
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?
What is the importance of recommendations and their relevance to groups?
What can be the impact if the human resource service options do not comply with
legislative requirements and organizational policies?
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?

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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?
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.
Using the final decision in the consensus decision making flow chart, briefly
outline how you would action the decision, using the action planning steps.

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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.

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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?
What is an internal stakeholder? Give three examples.
What is an external stakeholder? Give three examples.
Give five examples of direct communication.
Give five examples of indirect communication.
Your organization 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.

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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 organization 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.
Using the answers that you have provided in this section, make notes on the
service level agreements key clauses.
Key Clauses Outline
Description of the
service
Service definition
Performance tracking

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Problem management
Fees and expenses
Duties of the parties
Security
Warranties and
remedies
Legal compliance
Variation of
Agreement
Terminations

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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?

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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?
You use an external provider to deliver training to your staff. Is this the only
support that they need? Why? Why not?
What support is offered to staff within your organization to develop staff?
What is the importance of the support programs?

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Activity 2E
Estimated Time 15 Minutes
Objective To provide you with an opportunity toagree on, and arrange monitoring of
quality assurance processes
Activity What is the importance of monitoring quality assurance in regards to external
providers?
When you monitor a program, what should you be able to identify?
When should quality start to be monitored?

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Activity 2F
Estimated Time 25 Minutes
Objective To provide you with an opportunity to ensure 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?
What is a needs assessment?
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?
What should you keep in mind when you choose an external provider?

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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?
Why does underperformance arise?
List the steps that you may be required to follow if underperformance arises in
your team?

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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?
Consider areas that this way of measuring performance may be problematic.

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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.

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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?
How can you control the size of the survey? Why would you need to control the
size of the survey?
When asking survey questions, what should you not do?
What is the difference between verifiable and unverifiable questions?

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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?
List the different types of feedback.
What should feedback focus on?

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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 organization has two training providers. The feedback for training
organization 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 organization 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 organization the
company should retain.

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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?
Why do organizations have paper trails in regards to obtain approvals?
What steps do you need to follow to obtain approval to change service delivery in
your work area?

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Activity3F
Estimated Time 15 Minutes
Objective To provide you with an opportunity to support agreed change processes across
the organization
Activity What role can HR play in organization change?

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Activity 4A
Estimated Time 15 Minutes
Objective To provide you with an opportunity toensure personal behaviour is consistently
ethical and reflects values of the organization
Activity Outline the Code of Ethics that you follow as a part of your role within your
organization.
How would you ensure that personal behaviour is consistent and reflects the
values of the organization?

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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 organization, 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.

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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?
How does this apply to the human resources department?

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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?

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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 resource staff understand requirements
regarding their ethical behaviour?

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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 organization'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
organizational 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
Business strategy or strategic planning can be defined as the outline
of the company objectives and the necessary methods adapted to
implement and successfully achieve the set objectives. On the other
hand, operational plans are detailed plans that give a clear view to
the team or departments of the operations to be undertaken to
accomplish the goals. Strategic plans are full proof plans giving an
overview of the working of the whole organization and the
operational plans will break down the operations of each department
with achieving the same goal with their part of specific contribution.
 Demonstrate how to review external business environment and its
likely impact on your organization’s human resource requirements
External factors are a crucial part of the business to view, as it

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affects the business operations and other decisions influencing its
success. External factors can be studied with the help of PESTLE
analysis. It is a tool used to analysis political, economical, social,
technological, legal and environmental issues that can affect the
company decisions. These external factors vary from region to
region.
Political factor relates to the issues such as increase or decrease in
tax laws, employment laws, trade control, and tariffs.
Economical factors determines the economy decisions which can
affect the company policies, such as interest rate, foreign exchange
rates, inflation rate which can affect the company’s pricing strategy
of the product.
Social factors study the market environment and identify the social
factors affecting the market, such as cultural trends, population.
Technological factors bring a lot change in the market. This
environment examines the awareness of the market in the field of
technology.
Legal factors pertain to the rules and legislations led by a country
which affects the business decisions. These can be consumer laws,
safety standards.
Environment factors include all the factors related to environment
such as carbon emission, environmental pollution or hampering the
animals.
 How would you communicate with management to identify human
resource needs in relevant areas
Communicating with management is necessary, in order to identify
the gaps and requirements for improvements for a productive team.
Communication is possible by designing feedback forms for the
employees working and identifying the needs required by the answer
of the feedback forms. Another way of intra-communication can be
done by arranging meeting with each departmental head or
representatives who could represent the issues faced by the
employees of that particular team. In addition, 360 degree feedback
form is another important tool which provides an individual’s
performance feedback from its superiors or other sources on the
basis of their behaviour and outcome.
 Explain how you would develop options for the delivery of human
resources services that comply with legislative requirements,
organizational policies and business goals.
To prepare the proposal in order to improve internal services of the
employees, there is a need to develop options to deliver the human
resource services. Initially calculating the cost benefit will help to
assess the decisions taken is in accordance with the present
economic. To prepare cost benefit analysis various types of cost are
to be taken into consideration such as direct cost, subscription fees,
maintenance and indirect cost, labour cost to implement the training,
licensing and transportation cost. Then after completing the cost
benefit analysis, risk analysis is to be ensured. Identifying the
threats, estimating the risk, managing it and lastly reviewing it and

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analysing the result and implying it with both legislative and
organizational policies. Enterprise and award agreements comprising
of deduction from wages, pay rates and other environmental issues
that may affect the industry and industrial relations to be maintained
according to the various acts such as workplace regulation relations
act. Organizational policies considers of the code of ethics, conduct
and practices. These are all which can affect the company objectives
and to be taken care.
 Demonstrate how you would develop and communicate information
about human resources strategies to internal and external stakeholders
It is important to communicate with the internal and external
stakeholders in order to keep them updated with the company goals
and strategies.
To develop and communicate information first the company need to
identify its goals and strategies for future operation, the roles and
responsibilities and the resources needed. There are two ways of
communication internal and external. Internal communication
includes presentations, meetings, newsletter, visits to the branch and
training and annual performance reports. On the other hand,
seminars, press releases, updating of websites and advertisements
are to be considered as external communication.
 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
A Service agreement is an agreement. It acts as a communication
vehicle in between of both the parties to meet their expected
requirement. The requirements of both the parties are identified and
met in order to create the agreement between the provider of the
service and the receiver of the service. Then in the agreement two
aspects to be kept in mind are duration of the service and
communication between the parties. Communication is an important
tool which should meet the organizational protocols that the
information provided is distributed to all. A partnership agreement
has a clear statement of negotiating the agreement when the
requirements of any one of the parties are not met. While negotiating
the agreement fees and payments are considered. The payments are
to be paid timely and in proper fashion.
 Explain how you would identify and rectify under performance of the
human resources team and/or service providers.
Underperformance can be defined by the poor or low performance.
It can be identified as such individual not following the organization
policies and procedures or not fulfilling the standard requirements.
These issues can take pace due to many reasons such as cultural
differences, personal issues and workplace bullying.
However, these reasons of underperformance can be rectified with
the help of providing training and coaching. Accordingly, observing
the employees performance can help to evaluate the effectiveness of
the training. Further if no improvements seen then appropriate
support can be provided. Hence, termination of the employee can be
considered in severely poor performance.

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 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.
To gather information from the clients it is necessary to take surveys
and gather data and store them in both in electronics and in paper.
The information of personnel, employment contracts, application
forms, trainings of employees and appraisal. The information
obtained through email should be saved in its original format. All
the gathered information should be recorded in the same manner and
easily is accessible by the organization. To determine client
satisfaction it is necessary to collect valuable data from each of them
systematically. Then analysing feedback is recommended with
proper changes needed in the situation. Suitable recommendation
can increase the performance of the group or individual and hence
can help to achieve the company objective effectively. For any
changes there must be proper training or coaching schedule to be
made and distributed among the learners. The objectives of the
training to be identified and approvals to be taken from the
appropriate team leaders and managers to execute.
 Explain the process you would follow to manage the integration of
business ethics in human resources practices. Ensure you identify
organizational ethics and values, how this is incorporated into human
resources policies and practices, and how unethical behaviour is
identified and managed.
Organizational ethics and values affect the organizational goals.
There may be cultural differences among the organization. However,
this brings innovative ideas in the organizational production. The
ethical behaviour includes proper dress code, formal relationships
with the employees, working to promote the organizational goals and
attention towards duty. All these ethics and values are to be
incorporated with the help of training or orientation, coaching,
mentoring the roles and responsibilities to the employees. Unethical
behaviour in the workplace can be considered as misusing of the
company working hours, disrespecting or abusive behaviour with
other co-workers of the organization. Cyber loafers are terms used
for the employees using internet to visit such websites which are not
related to work, lying to employees or theft can all be included as an
unethical behaviour. After identifying the unethical behaviour, next
comes to deal with the situation. It is necessary to first collect and
investigate all information about the situation and then accordingly
work out with the solution. Then assessing for the same situation
under company policies for assistance. Then the factor to be
identified that either it is illegal or unethical. Counselling is said to
be much effective in some cases.

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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
A strategic plan is a company layout comprising of objectives and adapting
of suitable methods to achieve the objectives. An operational plan is a
complete plan in detail which will provide each department or team with a
clear picture of methods that will help to achieve them the strategic goals.
Both, strategic and operational plan contribute towards adapting of feasible
methods of administration and executing them in order to achieve success in
a business or a non profit making business.
2. Manage the delivery of human resource services
Communicating with management is necessary, in order to identify the gaps
and requirements for improvements for a productive team. Communication
is possible by designing feedback forms for the employees working and
identifying the needs required by the answer of the feedback forms. Another
way of intra-communication can be done by arranging meeting with each
departmental head or representatives who could represent the issues faced by
the employees of that particular team. In addition, 360 degree feedback form
is another important tool which provides an individual’s performance
feedback from its superiors or other sources on the basis of their behaviour
and outcome.
3. Evaluate human resource service delivery
To gather information from the clients it is necessary to take surveys and
gather data and store them in both in electronics and in paper. The
information of personnel, employment contracts, application forms, trainings
of employees and appraisal. The information obtained through email should
be saved in its original format. All the gathered information should be
recorded in the same manner and easily is accessible by the organization. To
determine client satisfaction it is necessary to collect valuable data from
each of them systematically. Then analysing feedback is recommended with
proper changes needed in the situation. Suitable recommendation can
increase the performance of the group or individual and hence can help to
achieve the company objective effectively. For any changes there must be
proper training or coaching schedule to be made and distributed among the
learners. The objectives of the training to be identified and approvals to be
taken from the appropriate team leaders and managers to execute.
4. Manage integration of business ethics in human resource practices

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Organizational ethics and values affect the organizational goals. There may
be cultural differences among the organization. However, this brings
innovative ideas in the organizational production. The ethical behaviour
includes proper dress code, formal relationships with the employees,
working to promote the organizational goals and attention towards duty. All
these ethics and values are to be incorporated with the help of training or
orientation, coaching, mentoring the roles and responsibilities to the
employees. Unethical behaviour in the workplace can be considered as
misusing of the company working hours, disrespecting or abusive behaviour
with other co-workers of the organization. Cyber loafers are terms used for
the employees using internet to visit such websites which are not related to
work, lying to employees or theft can all be included as an unethical
behaviour. After identifying the unethical behaviour, next comes to deal
with the situation. It is necessary to first collect and investigate all
information about the situation and then accordingly work out with the
solution. Then assessing for the same situation under company policies for
assistance. Then the factor to be identified that either it is illegal or
unethical. Counselling is said to be much effective in some cases.
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 organizations 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?
The goal is to be train the employees efficiently according to new
technology required by the organization. Training the old employees
instead of hiring new people will benefit the company to not to
waste time on hiring process and extra cost for training them from
the beginning. Training the old employees will ensure the company
to be able to train its loyal employees working in the organization
for long time. The training should be provided to the team leaders
and the employees of the same team. Training will be provided in
the working hours which can slow the production for the training

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period, but will give real basis of experience. Once training is
provided to the teams they can even train the new employees much
efficiently with their self experience.
 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.
The chosen method to gather data from internal clients will be close
ended questionnaire survey. The questionnaire will be distributed
after the completion of service in order to get real time information
from the clients via email. The objective to identify the level of
satisfaction received by the clients from the service provided by the
external providers.
 How would you display the results of the survey?
The results of the survey are to be represented in a meeting with all
the departmental heads and senior executives, with graphical
representation showing the effects of the trainings on the company
production and slide presentation to demonstrate the significance
and consequences in the decision making.
 Outline a report format on how you would analyse and communicate
your findings.
The above taken survey should be examined to get the results in a
format that can be easily analysed. The gathered data should be
presented in graphs with the help of text and numbers. Bar charts
and graphs are good to be demonstrated and easily understandable to
others.
 You find that no policy has been developed for the organization’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.
The expected ethical personal behaviour of the HR team are:
 All the employees of the organization should be
treated equally irrespective of their behaviours.
 No discrimination on the basis of racism, sexual and
disability should be tolerated.
The ‘Hot Stove Rule’ developed by McGregor is required in the
organization in order to address the unethical behaviours of the
employees. This rule includes 4 characteristics, first to immediately
understand the effects and cause of the offense which is termed as
immediate burn by touching the hot stove. Second, there was already
a warning before hand as it was known that penalty needs to be paid
for the offense. Third, there must be a strict disciplinary action taken
according to the offense and lastly the discipline should be
impersonal. The actions and the rule are to be same for all the
employees of the organization.
 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.
These goals are being met and can be addressed out by taking face to

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face interviews with the parties and collecting the information of the
training results. These results will show the effectiveness of the
training and if further required then support in the form of
counselling and advance coaching is to be provided.
 Who needs to provide approvals for any variations? Delegate a member
of your team and address what procedures should be developed to
obtain approvals.
The information should be first given to the computer system
department and then the requirements to be framed according to
their needs. This will enable them to be prepared for the training.
The final approval is to be taken from the top level management on a
priority basis and then after their approval it is to be implemented.
The team leader of the computer system department will be
forwarding the information via emails to each of the employees that
to be given training in order to maintain a record of the learners
interacting with the external provider.