BSBHRM501 Manage Human Resource Services Learner Workbook

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: ____________________________________________________________

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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?
Strategic plan is about setting direction and gather information and
using it to make future plan whereas operational plan is the
comprehensive way in which each department will use the different
resources to achieve the desired goals.
Operational plan are short term and usually gores from 1-3 years
where as strategic plan are long term goes more than 3years.
List at least five HR requirements that the HR department may need to
source.
1 Assessment and development centre
2 Career Management
3 competency development process
4 Counselling
5 Discrimination, Vilification harassment advice.
Explain the resource requirements for each item. The answers will vary
from organisation to organisation.
1.Assessment Centres and Development Centres. An Assessment Centre
is a multi-method approach to selection whereby a candidate will
complete a number of different assessments that are specifically designed
to assess the key competencies for the role for which they are applying.
2. Career Management . Career development and succession planning.
An organization without career development initiatives is likely to
encounter the. Rate of attrition, causing much harm to their plans and

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programmes.
3. A competency framework defines the knowledge, skills, and attributes
needed for people within an organization. Each individual role will have
its own set of competencies needed to perform the job effectively. To
develop this framework, you need to have an in-depth understanding of
the roles within your business.
4. Counselling-: understanding and helping people who have technical,
personal and emotional or adjustment problems that usually has emotional
contents that an employee with the objective of reducing it so that
performance is maintained at adequate level or even improved upon time
frame.
5. Discrimination vilification and harassment advice-: it explained the law
under commonwealth. An employer cant diffenrtivate among there employee
in regards of race,colour,sex,age etc

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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 main factors (external) that influence human resources
requirement are as follows.
1.Socio-cultural
2.Technological
3.Economic
4.Legal

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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 main reason is to ensure that your internal customer is happy. An
internal customers are the employees of an organisation Customers are people
whom you have to please if they are unhappy then they can leave and have a
negative impact on an organisation.
What can consulting with line and senior manager’s help you identify?
1.Labour requirement
2.Supplyand demand
3.Any internal training required
4.Succession planning requirement
5.What needs need addressing
How can this information assist HR professionals?
They can enhance the performance of the team of an organisation as well.
The best way to do is to implement 360degree feedback with care So That
every single person know how they are working as an employee and they can
understand the strength and weakness so that they can identify the area in
which they have to improve.

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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.

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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?
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 organisational 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 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.

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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 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.
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

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Performance
tracking
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

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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 organisation 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

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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 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?
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

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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

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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?
Activity 3C
Estimated
Time
15 Minutes

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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 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.

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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 organisations 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 organisation
Activity What role can HR play in organisation 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 organisation
Activity Outline the Code of Ethics that you follow as a part of your role within
your organisation.
How would you ensure that personal behaviour is consistent and reflects
the values of the organisation?

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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

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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 to observe 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

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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.

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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 analyze business strategy and operational plans
to determine human resources requirements
The operational plans and business strategy can be analyzed to determine
requirements of human resources can be done in the following manner:
 Understanding the values and mission of the company or
organization: For understanding the extent functioning and
operation of the organization it is important to develop an
organization life cycle
 Understanding the values and mission of the HRM department:
The department aims or targets to appoint only those resources
which are talented and motivated.
 Understanding the challenges for the problem: Having a
knowledge regarding the upcoming changes is crucial for
analyzing the operation plan with regard to HRM
 Prioritizing actions and issues: The HRM manager should
identify the necessary actions which are required to be taken to
overcome the threats or risks
 Drawing up an HRM plan: Once all the above activities are

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completed an HRM plan will be developed and executed to serve
to the needs of requirements of human resources
 Conducting SWOT and PEST analysis: It is important to conduct
SWOT and PEST analyses to analyze business strategies and
operational plans (Nassazi, 2013).
 Demonstrate how to review external business environment and
its likely impact on your organization’s human resource
requirements
The external factors which impacted the human resource requirements in a
business organization are :
Political factors: Political factors were the election and wartime period
which impacts the needs of human resources in the company. More
resources will be needed if there is more political instability.
Economic factors: Stabilization in the economic growth will uplift the
required human resources in the company. The positive development of
economy will raise the salary of employees which directly impacts the
requirements of the labour in the company.
Technological factors: Continuous variations in the technology leads to
have better human resources and will smooth the functions of recruitment,
training, and education of the staff
Environmental factors: Environment plays a great role in the requirements
of human resources. A company with the good atmosphere will not need
more labours as they can maintain and manage their work with limited
human resources.
Legal factors: Legal factors are the laws and conduct. The company who
will follow all the ethical codes and rules will have an effective workforce
(De Massis, et. al., 2018).
 How would you communicate with management to identify
human resource needs in relevant areas
Communication is considered to be an essential element for the
successful Human Resource management. At a period of great outlooks and
unparalleled variations in the office or organization and labour force,
communication is considered to be a strategy to the accomplishment of all
Human Resource functions. To demonstrate respect usually nonverbal
communication are used and nonverbal communication is considered to be
more effective in the business areas than the verbal communications.
The communication with the management can be done in the following

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manner to recognize the human resource needs:
 Email
 Fax
 Telephonic conversations
 letters
 social media
 Instant messaging
 Meetings
 Newsletters and more.
It is important to have a good communication system in the organization so
that correct a person can be hired for the job. In addition to this,
communication is essential to accomplish the business goals and objectives.
 Explain how you would develop options for the delivery of
human resources services that comply with legislative
requirements, organizational policies and business goals.
The delivery options for human resource services which comply with
organizational policies, legislative requirements, and business goals are
mentioned below:
 Referring basis
 Ad-hoc operation
 Day rate
 Freelancer basis
 Extended operation
 Weekly rate
 Outsourced service’s basis
 Guaranteed usage
 Lump sum agreement (Brymer & Sirmon, 2018).
 Demonstrate how you would develop and communicate
information about human resources strategies to internal and
external stakeholders
Effective external and internal communications are considered to be the key
elements which contribute to fruitful projects. In-house communication has
an aim of updating the staffs regarding developments similarly external
communication turns out to be really significant as both the kinds of
communication influence the organization’s HRM strategies. Internal
communications regarding human resource management strategies can be

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done through :
 Evaluations and response media
 Communicating conferencing
 Intranet website with report panel
 One-to-one operate discussion
 Unvarying team conferences with eminence and reassurance
conferences
 Conversation back meetings with high-ranking management
(Mowday, et. al., 2013).
While the external communications regarding human resource management
strategies can be done through:
 E-mail
 Letter
 Newspaper advertisement
 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
Below mentioned is the procedure of service agreements in the above-
mentioned context. the service agreement is done among client groups, HR
team, and service providers
The scope of the facility to be distributed: service agreements should
have a wide scope. The service agreement delivers induction of staff,
recruitment, and selection.
Responsibilities to be finished related to a scope of facility: Making clear
responsibilities is eventual
for instance:
•Being obtainable to see with a Human Resource squad to solve ammeters
or problems as they arise
• Replying to queries and appeals for figures within a convinced timeframe
•Accountability with some extent of financial prices which are related to
the Human Resource happenings. For example, assessment tools and
advertising costs.
Standards or measures - both quantitative and qualitative: This element
of a service agreement might already be included in the activity which is to
be accomplished. Though, this is where few of qualitative methods can be
acknowledged. In addition to this, the service agreement consists of agreed
conference protocols and communication which are discussed with the
consumer.
Monitoring processes: The monitoring process of the service agreement
can vary from easy monitoring to the complex one. Often the Service
agreements with an internal Human Resource staff be apt to be a lesser
amount of multifaceted than service agreements for the external Human
Resource workers (Woodrow and Guest, 2014).
Evaluation processes: A service agreement is connected with recruitment
and selection approvals which are done through questioner and focus group

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surveys. In addition to this feedback are also collected
 Explain how you would identify and rectify underperformance
of the human resources team and/or service providers.
Underperformance or poor presentation is a disappointment to achieve the
responsibilities or roles assigned to a person.The major causes of
underperformance are :
 Hiring a wrong person
 Outsider influences
 Limited or ineffective communication (Sinha and Thaly,
2013).
By creating an informal action plan the underperformances can be
highlighted in human resource team. It is important to rectify the
performance of that person who is underperforming in the team. Below
mentioned are the major steps which can be taken to rectify the
underperformances:
Developing SMART objectives :
Specific Measurable Agreed Realistic Time
Setting clear
objectives
Quantifying
the actions
Ensuring
responsibility
The actions
taken by the
person must
be real
Goals
must be
time
oriented
 Develop a process to evaluate the delivery of human resources
service including gathering and storing information,
determining client satisfaction, analyzing feedback to inform
recommended changes, and obtaining approval and support
from appropriate managers.
The procedure involved in the evaluation of the distribution of human
resources service are mentioned below:
Gathering and storing information: the first step is to collect the
important information regarding the human resources and company. in
addition to this, the information must be stored in an appropriate manner
Determining client satisfaction: the next step in this procedure is to
address and appraise the satisfaction of the consumer as the human
resources of the company are working for the customer satisfaction.
Analysing feedback to inform recommended changes: collecting and
analyzing the feedback is essential to deliver the human resource services.
Analysis of the feedback will help in bringing changes in the company.
Obtaining approval and support from appropriate managers: the last
step of the procedure is to obtain necessary approval from the higher
authority. In addition to this, the continuity of the procedure of delivering
human resource services can be maintained through continuous support
(Slavić, et. al., 2014).
 Explain the process you would follow to manage the integration
of business ethics in human resources practices. Ensure you

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identify organizational ethics and values, how this is
incorporated into human resources policies and practices, and
how unethical behavior is identified and managed.
Ethics and values of an organization:
 *The company should not use unfair means to earn money
 The company should not employ child labors
 The privacy of the business information must be considered
 The company should not discriminate among its employees
 The company should avoid female exploitation
 The company should not deceive its customers
Incorporating ethics into human resources practices and policies
Ethics, Standards, morals, and values have to turn out to be gradually
multifarious in a postmodern world where resolutions have prearranged to
forbearance and vagueness. This chiefly disturbs executives in Human
Resources, where choices will disturb public’s occupations and their
forthcoming occupation. In addition to this, the organization explores few
ethical dilemmas stumble upon in the workstation. Ethical behavior can be
incorporated into HR by the pertinent ethical tools like relativism and
utilitarianism in an order to inspect present HR practices and policies in the
organization and their relations to corporate social responsibility.
Identifying unethical behaviour and managing it :
The major unethical behaviour which is identified is
 Employment theft
 Staff Abuse
 Misutilization of company’s time etc.
Unethical behaviour can be managed in the following ways:
 Creating code of conduct
 Continuously reviewing the code of conduct
 Developing protocols
 Empowering employees (Stone, 2013).

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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 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?
An Operational Planning Outline is a division of a manuscript which
condenses the planned creativities and action tactics which are generated out
of broader goalmouths. Training and coaching in an organization must be
supported by education and learning. For continues training or coaching it is
important to maintain continuous communication and leadership in the
company. In addition to this, training and coaching can be supported by
associating with international agencies and institutions with regard to the
training and coaching.
 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.

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The major tools which are used by the company to collect data so that
feedback can be obtained are mentioned underneath:
 Social listing
 On-site activity
 Comment boxes
 Customer feedback survey
 Usability Tests
 Reach out directly (Nassazi, 2013).
 How would you display the results of the survey?
The results of the survey can be published online on the website of the
company or can be presented in the business journal of the company. In
addition to this, the results of the survey can be presented through
newspaper advertisement. The results of the survey can be presented on the
charts and then can be displayed on the company’s board.
 Outline a report format on how you would analyze and
communicate your findings.
For analyzing and communicating the finding firstly the research goals must
be achieved then the analysis of the quantitative and qualitative information
is done. Further, information will be interpreted and the result will be
reported. The findings can be communicated through publishing the results
in business journals or publishing the findings or results on business
websites (Mwaniki and Gathenya, 2015).
 You find that no policy has been developed for the
organization’s customer service surveys. Develop one of the
expected ethical personal behavior of the HR team and how any
unethical behavior will be addressed to all staff with access to
the results.
The expected ethical behaviour of the human resource team is that it should
not differentiate among its employees and should provide continuous
training and development all the employees of the company. There should
be no discrimination among the employees. Any unethical result will be
addressed to the employees through email or letters. Unethical practices
must be avoided in the company. An unethical practice will influence the
entire team and the results of the team will get affected negatively.
 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.
Negotiating and redeveloping the service agreement will lead to the
accomplishment of the organizational goals. The service agreement will be
redeveloped and negotiated in the following manner :
 Posting an advertisement on online platforms
 Recruitment the staff through online polling system
 Screening the test
 Selecting the correct person
 Giving offer and accepting the agreement (O'Meara and Petal,
2013).

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 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 board of directors of the company provides for the approvals. Board of
director consists of the major heads like CEO, MD, and chairman of the
company
The business executives will obtain approvals from the board of directors
for implementing or approving the changes. Below mentioned is the
procedure to obtain approvals on variations :
 Understanding the business needs
 Identifying major influences and aligning them
 Differentiating specific and common information
 Obtaining approvals from business heads
References:
 Brymer, R. A., & Sirmon, D. G. (2018). Pre‐Exit Bundling, Turnover of Professionals, and Firm
Performance. Journal of Management Studies, 55(1), 146-173.
 De Massis, A., Audretsch, D., Uhlaner, L., & Kammerlander, N. (2018). Innovation with limited resources:
Management lessons from the German Mittelstand. Journal of Product Innovation Management, 35(1), 125-146.
 Mowday, R. T., Porter, L. W. and Steers, R.M. (2013). Employee—organization linkages: The psychology of
commitment, absenteeism, and turnover. Academic press.
 Mwaniki, R. and Gathenya, J. (2015). Role of Human Resource Management Functions on Organizational
Performance with reference to Kenya Power & Lighting Company–Nairobi West Region. International Journal of
Academic Research in Business and Social Sciences, pp. 432-448.
 Nassazi, A. (2013). Effects of training on employee performance. International Business.
 O'Meara, B. and Petal, S. (2013). Handbook of Strategic Recruitment and Selection: A Systems Approach.
Emerald Group Publishing.
 Sinha, V. and Thaly, P. (2013). A review on changing trend of recruitment practice to enhance the quality of
hiring in global organizations. Management: Journal of Contemporary Management Issues, 18(2), pp.141-156.
 Slavić, A., Berber, N. and Leković, B. (2014). Performance management in international human resource
management: Evidence from the CEE region. Serbian journal of management, pp. 45-58.
 Stone, R.J. (2013). Managing human resources. John Wiley & Sons Australia.
 Woodrow, C. and Guest, D. E. (2014). When good HR gets bad results: exploring the challenge of HR
implementation in the case of workplace bullying. Human Resource Manage ment Journal. 24(1). pp.38-56.