BSBHRM501 Manage Human Resource Services: Assessment Tasks and Solutions

This comprehensive guide provides a detailed analysis of the assessment tasks for BSBHRM501 Manage Human Resource Services. It includes reports, action plans, presentations, coaching plans, performance management strategies, client surveys, and ethical considerations. The document covers various aspects of HR service delivery, including developing HR delivery strategies, evaluating HR service delivery, and integrating business ethics into HR practices. It also explores the importance of service level agreements (SLAs) and their impact on business performance. This resource is designed to help students understand the key concepts and practical applications of human resource management in a real-world context.

BSBHRM501 Manage human
resource services
1

Table of Contents
Assessment Task 1: Develop HR delivery strategies – report and action plan...........3
Report on HR requirement and recommendation.....................................................3
Action Plan....................................................................................................................6
Assessment Task 2: Deliver HR services – Presentation and coaching/ performance
management plan.........................................................................................................7
Part A.........................................................................................................................7
Part B.......................................................................................................................15
Assessment Task 3: Evaluate HR service delivery – Report and Client Survey.......16
Amended action plan for monitoring of the performance of the service delivery....16
Survey on HR service delivery................................................................................16
Report on service delivery performance.................................................................16
Action plan for communication................................................................................18
Assessment Task 4: Integrate business ethics in HR practices – written questions. 19
1. What are two pieces of legislation that may apply to manage human
resources?...............................................................................................................19
2. How do human resource strategies and planning processes relate to business
and operational plans?............................................................................................19
3. What is performance management for the delivery of HR services in your own
words?.....................................................................................................................19
4. What is contract management for HR service delivery in your own words?....19
5. How is feedback used to modify the delivery of human resources?................19
6. Use JKL Industries’ code of conduct to answer the following questions.........19
a. What are the requirements of the organization's code of conduct?.................19
b. How would you communicate the code of conduct? Discuss:.........................20
c. Who would you consult and why?....................................................................20
d. How would you monitor employee adherence to the code of conduct?..........20
2

e. How would you incorporate the code of conduct into HR policies and
practices?................................................................................................................20
f. How would you incorporate the code of conduct into service level agreements?
20
g. How can the effective implementation by HR of a code of conduct contribute to
business and operational success?........................................................................20
h. How would you personally ensure that you adhered to (and were seen to
adhere to) the organisation’s code of conduct?......................................................20
7. You have had a complaint from one of the senior managers that information
relating to a sexual harassment investigation was being discussed amongst his
team members. He believes the human resources officer may have discussed the
case with a friend (uninvolved in the case) who works in the manager’s
department..............................................................................................................20
a. What action would you take as the human resources manager?....................20
b. What could be the consequences of failing to act promptly and appropriately?
20
c. What could be the business impact of failing to act promptly and
appropriately?..........................................................................................................21
d. How can you ensure all human resources staff is clear about ethical
expectations and behaviours?................................................................................21
8. Your recruitment service provider has advised you that on an employee
recruitment request form submitted to the provider, the manager specifically
requested he preferred older women who won’t ‘run off and get pregnant’...........21
a. What legislation is this in breach of?................................................................21
b. What action would you take to deal promptly with the matter?........................21
c. What would documentation within the organisation identify that his request is
inappropriate?.........................................................................................................21
d. What would you do to ensure that all personnel in the organisation are aware
of their obligations, the company’s policies, procedures and expectations and the
consequences of unethical behaviour?...................................................................21
3

9. How would you use digital technologies and systems safely, legally and
ethically when gathering, storing and accessing information?...............................21
References.................................................................................................................22
4

Assessment Task 1: Develop HR delivery strategies – report and action plan
Report on HR requirement and recommendation
Business Documentation analysis
JKL industries are one of the famous Australian companies who make sales of spare
parts, small trucks, and forklifts. They are also having a division which leases small
trucks and forklifts. The head office of an organisation is situated in Sydney but they
are making operations in Canberra, Melbourne, Perth, Brisbane, and Adelaide. After
the 12 years of the services in the business, sales rights have been offered by JKL to
the large as well as medium range trucks from the suppliers of overseas. With the
support of this opportunity, JKL will be having the advantage to fight with its
competitors.
From the sales results of the five years, it has been analysed that there is 10%
growth in the average sales of truck and forklift. There is a decline in the rental
market from the last three years because of the reduction in the cost of such vehicles
and advantage of taxation to such industries that make a purchase of these vehicles.
The vision of the company is to unlock and develop the potential of an individual so
that the company can become a leading supplier of large, medium and small trucks
and forklifts in Australia.
Consultation with internal stakeholder
For the implementation of the various procedures in JKL industries, there is a
significant requirement of the stakeholders. HR will play a main role in the
implementation of the operational and strategic changes. The important alterations in
an organisation provided with an opportunity for the HR to rethink and restructure
how services will be delivered to the internal clients (Armstrong & Taylor, 2014).
There is a requirement for an HR to consider strategic directions of the company in
addition with requirements of managers and employees and external environment of
business to make effective implementation of the strategy.
5

JKL needs around 13 million dollars in the working capital for the sustainability of the
business and to make sure it meets all the ongoing as well as opening financial
obligations.
External business environment
Political factors: These are such factors with the support of which economy or the
specific industry can be influenced by the government. Changes in the policies of the
government, make an impact on the requirements of human resources in a company
(Kehoe & Wright, 2013). Political decisions can influence different areas of business
like workforce education, infrastructure quality of an economy, it defines the policy of
the government like:
 Intervention degree in the economy
 Types of services and goods, the government needs to provide
 Priorities regarding support of the business
Economic factors: Such kinds of factors are considered as determinant regarding
the performance of an economy that makes an impact on the company. Economic
factors can be like, system and conditions of the economy, industrial and
government policies in addition with policies of import-export.
Social factors: These factors can be defined as the set of customs, beliefs,
behaviour as well as policies that are there in the population. Change in the social
trends on the demand for the company's products as well as the willingness and
ability of a person to work (Bratton & Gold, 2017).
Technological factors: These kinds of factors make the involvement of
technological incentives, automation, the rate of technological changes and R&D
activities. With the support of the new technologies, new products and new
processes are developed. Technology makes a reduction in cost and improves the
product's quality. Due to the advancement of technology, there are fewer
requirements of human resources in an organisation as the implementation of the
latest system reduces manpower.
Labour market skills shortage
6

Skills shortages in the labour market are becoming evident in Australia. The skills
shortage is a situation when enough people are no there with the specific skills which
are needed to do a task. Skill shortage in the labour market impacts on the
requirement of human resources in an organisation (Flamholtz, 2012). There are
many reasons why there is the demand for skilled people in an association. These
reasons can be defined as:
 Lack of skilled individual at a specific place
 Lack of investment in the training
 Alterations in the market of labour due to changes in economy or technology.
Slow growth of the economy
Human resources in an organisation play an important role in the organisation in the
development of overall profit and growth. Increased profit in an association plays an
important role in the growth of an economy. They make a full contribution to the
economic development of the nation and for this, there is the huge requirement of
human resources who make the task successful (Bratton & Gold, 2017).
Return on Investment
Return on investment is being defined as the ratio of the profit or loss that is being
generated in the fiscal year and is expressed in the investment terms and is shown
as a decrease or increase percentage in the investment's value in a year (Myers et.
al., 2015). Calculation of ROI can be done with the support of the formula which is
termed as:
ROI= Net Profit/ Total Investment *100
Recommendations to meet needs of HR
In order to meet the requirements and needs of HR, several recommendations have
been made which can be defined as:
 There must be a proper determination regarding needs of HR
 The best person must be selected for a job as per their skills and capabilities
7

 Proper training and orientation programs must be there
 Performance of the employees must be evaluated from time to time
 Staffing must be considered as the significant function of management
 Appropriate compensation must be given to each and every employee
8

Action Plan
Activity Timelin
e
Strategy/
application of
policy (if
relevant)
Resources Person Policy
Beat
breakdown
of
communicati
on
2 days By arranging
formal and
informal meetings
Technologic
al
resources
HR
team
Policy for
communicati
on
Maintain
personal
relation
4 days Interacting
regularly with
employees
Human
resources
Line
manage
rs
Policy for
Healthy
Relationship
Planning of
an action
2 days By having a
meeting with
senior and
considering all the
factors
Financial
resources
Senior
manage
rs
Growth
policy
Selling
change
5 days By promoting
strategies to
customers and
stakeholders
Financial
resources
External
parties
Change
policy
Smart
collaboration
6 days Meeting with
competitors and
stakeholders
Technologic
al
resources
External
parties
Development
policy
9

Assessment Task 2: Deliver HR services – Presentation and coaching/
performance management plan
Part A
10

JKL is an Australian industry which is making dealing in the selling of small trucks as
well as forklifts in addition to spare parts. After few years, they are given an
opportunity to have a business in large and medium trucks as well. With the support
of this opportunity, JKL will have the advantage to have a win over their competitors.
There is the increase in the sales from last few years and by taking this opportunity,
they want to have some changes. In this main role will be played by an HR in
operational and strategic changes.
It is very necessary for an organization to make the development of strategies which
will be needed for the proper development of the company. These strategies play a
significant role in making proper delivery of the services. The developed strategies
also support in the smooth flow of activities as well as the implementation of the
action plan is also done in an appropriate manner.
11

In this slide, there is an explanation in regards with the service level agreement
which is a contract among end user as well as the service provider and whose core
aim is to define what the client will receive. Mission and vision of SLA are also
defined here that describes the potential of the company to be on top and the
effectiveness of the workforce to make delivery of values.
12

In this slide, there is the explanation in regards to the scope, operation hours and
expectation of performance. SLA is applied in the service department of an
association as it is in relation to the services and its delivery. Customers and
suppliers are the two main parties which get affected by the SLA. The services are
being provided in 2-3 days and it is believed that provided services and facilities are
appropriate.
13

Service expectation, as well as working assumption, has been explained here. A
proper template of service expectation has been given which describe the area of
service, expectation, metric of performance as well as monitoring schedule. This
template supports the customer to track the things related to the delivery of services.
Working assumption describes one assumption in SLA.
Service constraint covers that part which is not included in SLA but it has been
assumed. It makes the inclusion of the information related to service delivery and not
the customer complaints regarding services. Service level agreement maintenance
describes each and everything which is there is the SLA.
14

In the agreement section of SLA, each and every condition which is in relation with
supplier and client are described as well as the agreement date is also defined.
Vision, mission and agreement terms of the agreement can be reviewed in case of
any issue and it can be solved by complaining.
15

It has been defined that there is an effective relationship between SLA and
performance of the business. SLA defines all the factors which are related with the
delivery of the services and products. If there will be the proper delivery of the
services then it will make increment in the performance of the business
Effective training is needed for the employees so that the SLA can be implemented
properly. With the support of the training, employees will be able to understand all
the needed terms and policies in SLA. There are various risks also which is
associated with the delivery of the services and these must be taken into
consideration so as to satisfy customers.
16

Performance against SLA can be monitored with the support of two methods which
can be described as, continuous monitoring: it is very necessary to have proper
monitoring time to time so that there will be no delay in the services that need to be
delivered to the customers. Performance can also be monitored focusing on the
issues by making identification on the early stages.
17

From the presentation, it can be concluded that it is very necessary to have a proper
service level agreement in an organization so that the offered services can be
delivered on time and the customers will get satisfied in a proper manner.
18

Part B
Performance
managemen
t activities
Timeline Strategies to
ensure
success with
organisational
values
Resources Responsibilities
Setting goals 2 days By arranging
formal and
informal
meetings with
employees and
subordinates
Strategic
resources
Senior members
of the team
Continuous
reviews
Monthly Interacting
regularly with
employees and
knowing about
their
performance
Human
resources
managers
Appraisal Annually By annually
conducting
performance
appraisal
activities
Human
resources
Senior managers
Development
plan
4 days By promoting
and developing
strategies for
employees
Human
resources
Senior members
of the team
Link with a
reward
system
4 days By involving
employees
with the
development
and reward
Human
resources
managers
19

system
20

Assessment Task 3: Evaluate HR service delivery – Report and Client Survey
Amended action plan for monitoring of the performance of the service delivery
Service
delivery
performance
Timeline Strategies to
ensure
success with
organisational
values
Resources Responsibilities
Setting goals 2 days With the
support of
managers and
employees
Strategic
resources
Sales team
Time to time
review
Monthly By having a
continuous
check on
services
Human
resources
managers
Comparison
of actual
performance
with the
desired one
Monthly With the
support of the
proper
measuring
system
Human
resources
Senior managers
testing Before
delivery
Before final
delivery of the
services for the
proper
satisfaction of
customers
Human
resources
Senior members
of the team
Measuring
final outcome
After
delivery
After delivery
services
Human
resources
managers
21

Survey on HR service delivery
Questions that are being asked are defined as:
1. Do you have proper interaction with HR?
2. How frequently performance of employees gets reviewed?
3. Does performance appraisal take place on time?
4. Does SLA fulfils all the terms and condition
Report on service delivery performance
Executive summary
It is very necessary to have a proper service delivery so as to give proper
satisfaction to the customers or clients that are associated with the company. It has
been recommended that preparation of service letter agreement must take into
consideration all the required terms which will also be in favour with customers. The
discussion on the terms can also be done with customers.
Performance data analysis
Performance data can be analysed properly with the support of various activities and
factors which can be described as:
 Continuous review
 Feedbacks
 Testing
 Measuring outcomes
 Taking review from clients
Recommendations
 Support can also be taken from customers for developing a plan
 Frequent service review must be there
 Development action must be made by considering all the factors of SLA
22

23

Action plan for communication
Communication Timeline Strategies to
ensure
success with
organisational
values
Resources Responsibilities
Meetings Weekly Can be done
with the
support of
managers and
seniors
Human
resources
HR manager
Unofficial
gatherings
Monthly By involving
employees and
managers both
for improving
communication
Human
resources
HR manager
Involvement of
employees in
decision making
As per
requirements
By including
them in
important
decisions so
that they will
feel valued
Team
managers
Senior managers
24

Assessment Task 4: Integrate business ethics in HR practices – written
questions
1. What are two pieces of legislation that may apply to manage human
resources?
 The employment equity act: It defines that each and every at the place of
the work must be treated fairly irrespective of their gender, age, sex, race etc.
 Occupational safety and health act: According to this act, there must be
proper measures at the workplace in regards to health and safety of
employees (Taylor et. al., 2012).
2. How do human resource strategies and planning processes relate to
business and operational plans?
Human resource process of planning and strategies are in direct relation with
operational as well as business plans. Human resources are one of the main factors
that support in the overall development and growth of the company and carries out
all the plans that support in the success of an organisation (Reilly & Williams, 2017).
3. What is performance management for the delivery of HR services in your
own words?
The performance in an association must be managed properly with the support of set
targets for the employees and reward system so that delivery of the HR services can
be done in a proper manner.
4. What is contract management for HR service delivery in your own
words?
It is being defined as the procedure which is overseen by HR in regards to the
execution, examination, and development of the contract for the augmentation of
budgetary and operational functions.
5. How is feedback used to modify the delivery of human resources?
Feedbacks which are taken from the customers play a crucial role in improving or
modifying the delivery of the human resources. With the support of the feedback, a
25

company able to know about the requirement and needs of customers and hence
make modification accordingly (Taylor et. al., 2012).
6. Use JKL Industries’ code of conduct to answer the following questions.
a. What are the requirements of the organisation's code of conduct?
 Support and respect value of an organisation
 Fairness and respect for others
 Act according to standards and legislation
 Act with honesty for protecting the reputation
 Protection for privacy of others
b. How would you communicate the code of conduct? Discuss:
A code of conduct gives clarification in regards to the principles, vision, and values of
the organisation by linking them with standards. The code also defines
organisational values (Reilly & Williams, 2017).
c. Who would you consult and why?
Managers and owners will be consulted as they are having the power to form rules
and regulations
d. How would you monitor employee adherence to the code of conduct?
By performance review of the employees.
e. How would you incorporate the code of conduct into HR policies and
practices?
Code of conduct in the policies of HR will get incorporated with the support of various
standards which will be designed up for the employees.
f. How would you incorporate the code of conduct into service level
agreements?
Code of conduct in the service level agreement will be incorporated by making timely
delivery of the services.
26

g. How can the effective implementation by HR of a code of conduct
contribute to business and operational success?
Effective implementation of the code of conduct plays an important role in the
success of the business as everything is being done in a proper manner and each
and every rule is being followed which makes a company successful.
h. How would you personally ensure that you adhered to (and were seen to
adhere to) the organisation’s code of conduct?
I work as per the desired rules in the company and do not break anyone of them. I
respect each and every employee and work with full honesty.
7. You have had a complaint from one of the senior managers that
information relating to a sexual harassment investigation was being
discussed amongst his team members. He believes the human resources
officer may have discussed the case with a friend (uninvolved in the
case) who works in the manager’s department.
a. What action would you take as the human resources manager?
A person who is discussing such type of information will be given warning as these
are the things which must not be discussed on the floor.
b. What could be the consequences of failing to act promptly and
appropriately?
If the prompt actions will not be taken then it will disturb the overall environment of
work.
c. What could be the business impact of failing to act promptly and
appropriately?
If the prompt actions will not be taken then this makes the negative image of the
company among stakeholders.
d. How can you ensure all human resources staff is clear about ethical
expectations and behaviours?
It can be made sure by reviewing the knowledge of the employees in a meeting
regarding the same (Berman et. al., 2012).
27

8. Your recruitment service provider has advised you that on an employee
recruitment request form submitted to the provider, the manager
specifically requested he preferred older women who won’t ‘run off and
get pregnant’.
a. What legislation is this in breach of?
There is a breach of equal employment opportunity law.
b. What action would you take to deal promptly with the matter?
For such kind of action, there will be an immediate change in the instruction of the
form.
c. What would documentation within the organisation identify that his
request is inappropriate?
The document related to the legislation will make an identification that the kind of
request is not appropriate (Barros, 2015).
d. What would you do to ensure that all personnel in the organisation are
aware of their obligations, the company’s policies, procedures and
expectations and the consequences of unethical behaviour?
Each and every person of an organisation will be involved in a meeting where all
such things will be discussed, mail will also be dropped regarding the same, the
pamphlet will be given and notice will be posted on notice board.
9. How would you use digital technologies and systems safely, legally and
ethically when gathering, storing and accessing information?
Before using digital systems, all the instruction will be read out carefully and the
person will be called up who will give demonstration and training for the system.
28

References
Armstrong, M., & Taylor, S. (2014). Armstrong's handbook of human resource
management practice. Kogan Page Publishers.
Barros, A. (2015). U.S. Patent No. 8,965,957. Washington, DC: U.S. Patent and
Trademark Office.
Berman, E. M., Bowman, J. S., West, J. P., & Van Wart, M. R. (2012). Human
resource management in public service: Paradoxes, processes, and problems.
Sage.
Bratton, J., & Gold, J. (2017). Human resource management: theory and practice.
Palgrave.
Brewster, C., Chung, C., & Sparrow, P. (2016). Globalizing human resource
management. Routledge.
Briscoe, D., Tarique, I., & Schuler, R. (2012). International human resource
management: Policies and practices for multinational enterprises. Routledge.
Flamholtz, E. G. (2012). Human resource accounting: Advances in concepts,
methods, , and applications. Springer Science & Business Media.
Kehoe, R. R., & Wright, P. M. (2013). The impact of high-performance human
resource practices on employees’ attitudes and behaviors. Journal of
management, 39(2), 366-391.
Myers, K., Vander Stoep, A., Zhou, C., McCarty, C. A., & Katon, W. (2015). The
effectiveness of a telehealth service delivery model for treating
attention-deficit/hyperactivity disorder: a community-based randomized controlled
trial. Journal of the American Academy of Child & Adolescent Psychiatry, 54(4), 263-
274.
Reilly, P., & Williams, T. (2017). How to get the best value from HR: The shared
services option. Routledge.
29

Taylor, H. R., Boudville, A. I., & Anjou, M. D. (2012). The roadmap to close the gap
for vision. Medical Journal of Australia, 197(11), 613.
Appendices
Activity Timelin
e
Strategy/
application of
policy (if
relevant)
Resources Person Policy
Beat
breakdown
of
communicati
on
2 days By arranging
formal and
informal meetings
Technologic
al
resources
HR
team
Policy for
communicati
on
Maintain
personal
relation
4 days Interacting
regularly with
employees
Human
resources
Line
manage
rs
Policy for
Healthy
Relationship
Planning of
an action
2 days By having a
meeting with
senior and
considering all the
factors
Financial
resources
Senior
manage
rs
Growth
policy
Selling
change
5 days By promoting
strategies to
customers and
stakeholders
Financial
resources
External
parties
Change
policy
Smart
collaboration
6 days Meeting with
competitors and
stakeholders
Technologic
al
resources
External
parties
Development
policy
Performance
managemen
t activities
Timeline Strategies to
ensure
success with
Resources Responsibilities
30

organisational
values
Setting goals 2 days By arranging
formal and
informal
meetings with
employees and
subordinates
Strategic
resources
Senior members
of the team
Continuous
reviews
Monthly Interacting
regularly with
employees and
knowing about
their
performance
Human
resources
managers
Appraisal Annually By annually
conducting
performance
appraisal
activities
Human
resources
Senior managers
Development
plan
4 days By promoting
and developing
strategies for
employees
Human
resources
Senior members
of the team
Link with a
reward
system
4 days By involving
employees
with the
development
and reward
system
Human
resources
managers
Service
delivery
performance
Timeline Strategies to
ensure
success with
Resources Responsibilities
31

organisational
values
Setting goals 2 days With the
support of
managers and
employees
Strategic
resources
Sales team
Time to time
review
Monthly By having a
continuous
check on
services
Human
resources
managers
Comparison
of actual
performance
with the
desired one
Monthly With the
support of the
proper
measuring
system
Human
resources
Senior managers
testing Before
delivery
Before final
delivery of the
services for the
proper
satisfaction of
customers
Human
resources
Senior members
of the team
Measuring
final outcome
After
delivery
After delivery
services
Human
resources
managers
Communication Timeline Strategies to
ensure
success with
organisational
values
Resources Responsibilities
Meetings Weekly Can be done
with the
support of
managers and
Human
resources
HR manager
32

seniors
Unofficial
gatherings
Monthly By involving
employees and
managers both
for improving
communication
Human
resources
HR manager
Involvement of
employees in
decision making
As per
requirements
By including
them in
important
decisions so
that they will
feel valued
Team
managers
Senior managers
33