Human Resource Strategies and Planning Services

This document discusses human resource strategies and planning services in relation to operational plans and labor requirements. It also explores the problems with performance in managing contracts and how feedback can be used to modify the delivery of HR services. Additionally, it covers the description of a chosen service area, the impact of the external business environment on HR services, and the management of diversity.

BSBHRM501

Table of Contents
INTRODUCTION...........................................................................................................................5
SUMMATIVE ASSESSMENT 1....................................................................................................5
Question 3: Human resource strategies and planning services relate to operational plans,
particularly in relation to labour requirements............................................................................5
Question 4: Problems with performance that might be identified when managing contracts.
Identify two possible root causes of performance problems.......................................................6
Question 5: Feedback can be used to modify the delivery of human resources services...........6
SUMMATIVE ASSESSMENT 2....................................................................................................7
1. Description of your chosen service area, including a list of services which can be delivered
in that area and the aims or purpose of your chosen service area...............................................7
2. Bank’s strategic and operational plans would be used to develop and manage human
resources services........................................................................................................................7
3. External business environment might affect the development and management of human
resources services........................................................................................................................8
4. Manage diversity.....................................................................................................................9
5. Client needs assessment form which could be distributed to line managers to identify their
needs in your chosen HR service area.........................................................................................9
6. Requirements of legislation which applies in your chosen area and explain how you can
ensure those requirements are met............................................................................................10
7. Service agreement for the delivery of human resources services in chosen area.................10
8. Develop an action plan/ strategic plan that could be used to implement HR services in your
chosen area................................................................................................................................11
9. Quality assurance standards that might be used to monitor the delivery of human resources
services. Determined that quality standards were not being met..............................................11
10. Explain how you would calculate the ROI of providing human resource services............12
11. Create a written survey that could be used to collect feedback from clients about their
satisfaction with the services in chosen area. Explain how you would use this feedback........12
12. Describe the ethical obligations relating to chosen service area which HR managers should
observe......................................................................................................................................13

ACTIVITY 9..................................................................................................................................14
1) Prepare the service agreement..............................................................................................14
2) Flow chart that sets out the steps to develop a service agreement........................................14
ACTIVITY 10................................................................................................................................15
1) Undertake a comprehensive TNA to determine the training which could assist you to be
offered the position in the future...............................................................................................15
ACTIVITY 11................................................................................................................................15
a) Five sources of information that needs to be gathered to allow to monitor..........................15
b) Prepare a document which could be used to help monitor whether the human resources
services have been delivered to the appropriate standard.........................................................16
ACTIVITY 12................................................................................................................................17
1) HR services that might need to be delivered in accordance with a service agreement or plan
...................................................................................................................................................17
2) Skills, knowledge, experience, qualifications and abilities might appropriate providers of
one HR service..........................................................................................................................18
3) If they do not, the organisation can use the dispute resolution clause to resolve the issue.
Do you agree? ..........................................................................................................................18
ACTIVITY 13................................................................................................................................18
1) What action might you take? Provide at least five examples...............................................18
2) Draft a letter that you could send to PFY setting out their performance issues and suggest
how the situation can be rectified..............................................................................................19
3) What is ROI? Why can calculating ROI be difficult when it comes to the provision of HR
services? Why is it important to make an effort to calculate ROI in relation to HR services? 19
ACTIVITY 14................................................................................................................................20
1. Difference between qualitative and quantitative information that might be gathered to
evaluate the organisation’s human resources service delivery..................................................20
2. Type of information would you gather and where would you gather it from.......................20
ACTIVITY 15................................................................................................................................20
1) Do you agree? Explain..........................................................................................................20
ACTIVITY 17................................................................................................................................21

1) Benefits of encouraging line managers’ participation and involvement when variations are
proposed....................................................................................................................................21
2) Article which could be posted on the organisation’s intranet...............................................22
ACTIVITY 18................................................................................................................................22
1) In what way do you consider their actions to be unethical? What should they have done to
ensure they acted ethically?......................................................................................................22
ACTIVITY 19................................................................................................................................23
1) Consider that those mentioned in each scenario acted ethically and in accordance with
organisational values. Explain..................................................................................................23
ACTIVITY 20................................................................................................................................23
1) In what way did Bowen breach confidentiality that is required when dealing with all HR
information? What could Bowen do differently?......................................................................23
2) Privacy legislation can have an impact on the collection, retention, use and disclosure of
HR information.........................................................................................................................24
ACTIVITY 21................................................................................................................................24
1) Flow chart which employees in other departments could use as a guide to help them
promptly deal with unethical behaviour....................................................................................24
ACTIVITY 22................................................................................................................................25
1) Five things that HR managers can do to ensure that HR employees are aware of the ethical
expectations of their behaviour.................................................................................................25
2) Ensure that all employees are clear about ethical expectations of their behaviour..............26
CONCLUSION..............................................................................................................................26
REFERENCES..............................................................................................................................27

INTRODUCTION
Human resource is set of people which make up workforce at workplace of company. It is
department of company that mainly deals with recruiting, administration and also provide the
training to employees. The human resource is backbone of company and its main focus on hiring
the right talent and also provide them training so that employees can able to perform in a better
manner and attaining the set objectives within given period of time. HR aids in develop the
engage workforce. From hiring the activity that determine right person for the each role to
programs that provide staff members ways to be communicate and collaborate. Human resource
departments mainly supports the morale of staff members and also develop deep commitment to
firm and its objectives (Ahmadian Fard Fini and et. al., 2017). Present report is based on the
assessment one and assessment two. The assessment one will consider human resource strategies
as well as the planning services concerned to operational plans. There will be discussion about
the issues with the performance which might be determined when managing the contracts. The
summative assessment two will be be discussed regarding case studies related to human
resource. There will be developed job description for role that might like in future but that
presently not suited.
SUMMATIVE ASSESSMENT 1
Question 3: Human resource strategies and planning services relate to operational plans,
particularly in relation to labour requirements
Human resource strategies is overall plan of business in order to managing human capital
in order to align this with business related activities. It sets direction for all key areas of human
resource consisting recruiting, development, performance appraisal and compensation. Human
resource function is mainly responsible for recruiting suitable staff members. Therefore, HR
department should have knowledge about the all short term and long term labour needs for an
instance by forecasting, labour market analysis and the supply in market (Al-Lozi, Almomani
and Al-Hawary, 2018). On the other hand, human resource planning is process about forecasting
future human resource needs of company and identifying as how existing the human resource
capacity of company can be used for fulfilling these needs. HR planning is related to identifying
how much the employees is required to provide services in next year. This is the reason that HR
is concerned to the operational plans. Other than this, if company wants to minimize staffing cost

in next year then HR need to search way to meet wished of company without neglecting labour
needs. If there is future decision is made for not to recruiting new staff members then present
employees will require on the job training to take necessary work or new positions (Billett,
2020).
Question 4: Problems with performance that might be identified when managing contracts.
Identify two possible root causes of performance problems
The contract management is not simple task and this often end up being far more
complicated as those who are mainly working on this feel that if this is easier or wrong. The
issues with the performance that mainly might determined when managing the contract is poor
communication among team members. Each contract has number of various parts to this and can
number of the various departments required to take look at this to assure about meant to say. The
miscommunication is serve problem that can slow down contracts process being finished. This
can be cause contract that fail completely. With contract management system from the intelligent
contract, human resource do not require to let this happen. The one root causes of performance
problems is hidden the important information among paperwork. Not all the contracts are similar
and some will consist particular information which can lost easily among pages required. In
regards to this, intelligent contract is more customizable solution which gives hub to the store
necessary contract paperwork that get the useful tool loads and make process of contract breeze.
Question 5: Feedback can be used to modify the delivery of human resources services
Feedback is mainly used to change the HR delivered through examining the weakness in
to training system or other function of HR by feedback of customer related to the HR delivered
services. The feedback to human resource is helpful in make improvement in services of human
resource and also overcome from the arisen weaknesses (Behmel and et. al., 2016). In context to
Feedback can be used to modify the delivery of human resources services, there are some
examples given below:
 There is a need of the code of conduct in context of conducting business ethically, service
quality, keeping the things confidential, professional attitude etc.
 Feedback helps in providing the suggestion about hiring the employees with specific
requirements.
 From feedback, HR manager can make improvement in training to employees so that
their skills and knowledge can be improved.

 Human resource manager can communicate code of the conduct by drafting this and also
sending to staff members.
 HR will consult code of conduct strategies with department head and top management as
they requires the approval of senior.
 Monitoring the employee adherence to the code of conduct as this can mainly done by the
security cameras and workplace activities.
 Better execution of the code of conduct through HR and also operational efforts.
 HR manager warn employee and also provide explanation.
 Failing to be act will defame the HR manager and this will spread on the other employees
(Bland, Church and Luo, 2016).
SUMMATIVE ASSESSMENT 2
1. Description of your chosen service area, including a list of services which can be delivered in
that area and the aims or purpose of your chosen service area
Under this, chosen area is recruitment services. As a HR manager for bank, there has
been asked for manage development as well as delivery of the HR services in recruitment area. It
is a responsibility of HR in bank to hire the well educated and trained employees. In competitive
banking scenario, banks are mainly targeting faster developing loans and also make
improvement in growth rate in the fee income through enhancing transaction fees. The main
purpose of recruitment services is to empower and attract enhancing number of the applicants in
order to apply in company. In regards to recruitment services, the recruitment is main
responsibility of HR department while HR works in several areas consisting the employee
engagement, statutory compliance, employee development and the data management (Brandi and
Iannone, 2017).
2. Bank’s strategic and operational plans would be used to develop and manage human resources
services
For an organisation, dealing with the people needs effective human resource management
working of company. Banking has been and will be always be people business. Effective human
resource management in company make business successful. The main purpose of strategic
planning is to assure the adequate human resource in order to meet strategic objectives along
with the operational plan of company. The strategic and operational plan of bank mainly can be

used for developing and managing human resources services as to hire the well qualified
candidates which should have proper knowledge about the financial terms and banking work. HR
can select the experienced person because there will be requirement to provide the less training
about work. In bank, people management along with the handling of financial as well as
economic risk at wider level is potent issues. Skilled and efficient manpower in sector can
manage financial risks which banks require to take on continuous basis. Human resource
function is mainly responsible for searching talented candidates and also placing them in the
right job in bank (Brewster and Hegewisch, 2017).
3. External business environment might affect the development and management of human
resources services
External factors are the things from outside company that indirectly or directly influence
this. These all the external factors are mainly outside control of company. These impact consists
cultural, technological, social, political and economical environments. Adapting in area is
necessary because at moment notice the new law can be passed with change in corporate policies
and dated are changed where are human resource feels burnt. Developed strategy for human
resource function takes into consider external factors which might impact on human resource
services. There are different external factors given below which impact development and
management of human resources services:
Government regulations- With introduction of the new workplace compliance standards
that human resource department under the pressure constantly to be stay within law. These kinds
of the regulations impact each HR department process consisting recruiting, training, termination
and compensation.
Technological advancements- It is regarded as the external impact because when the
advanced technologies are mainly introduced HR department can begin to looking at how to be
downsize and also look for the effective ways for saving money (Budiarti, 2017).
Workforce demographics- As old generation retires and new generation is to be enter
workforce then human resource function should look for the ways in order to attract new
candidates set. They should be hire in varied way and provide various kinds of the compensation
packages which work for younger generation.

4. Manage diversity
Diversity in the workplace consists of a variety of individual variations within an
organization. Diversity encompasses not just how people view themselves but also how the
others interpret them. Workplace diversity includes ethnicity, gender, ethnicities, age, religion,
sexual identity, immigration status, military service, physically and mentally conditions and
other distinct circumstances. Organizations dedicated to hiring diverse workforce have broader
applicant pool from which to choose, which may contribute to search for more skilled candidates
and minimize time required to fill vacancies. Businesses which do not hire eligible applicants
from a variety of talent pools run the risk of losing out, and will make it increasingly difficult to
fill key positions, which raises hiring costs (Carro and et. al., 2016). Workforce management
practices and organizational performance with the intention of facilitating productive and
mutually beneficial relationships with an organization's employees. Managing the diversity seeks
to provide staff with experiences, interests, and skill sets that can differ widely with the ability to
engage with the organization and its co-workers in a way that creates an optimal working
atmosphere.
5. Client needs assessment form which could be distributed to line managers to identify their
needs in your chosen HR service area
Customer needs assessment is detailed look at requirements as well as expectations of
consumers. Its aim is to understand what consumers want and what true requirements are which
sometimes varied than stated requirements. It is set of the procedures which used to identity
requirements, measure their cause and nature and also set of the priorities for the future action.
The need assessment is mainly conducted to aids program planners determine and choose right
job before doing job right (Charif and et. al., 2017). In the client needs assessment form there are
some questions mention below which mainly distributed to the line managers in order to
determine needs in recruitment service area:
 If you could back to previous position and stay for extended time period, which one
it would be and why?
 What conditions would be cause to you to seek the employment elsewhere?
 What modifications require to be made in working environment?
 What is your roadblock and challenge?
 What talents or strengths do you possess which are not being mainly used?

 How do you like for identified, rewarded and acknowledged for do the job well
done?
6. Requirements of legislation which applies in your chosen area and explain how you can ensure
those requirements are met
The recruitment policy is framework that outlines clearly all recruitment policies of
business. Main purpose of recruitment is to promote the transparency, consistency, adherences
and compliance to the labour laws as well as legislations. In the recruitment area, this will
enforce the equality legislations on the race, gender, age, sexual orientation and religion with
Human Rights Act 1998 (Chen and Vincent, 2018). Advantages of the rules and regulations in
the business are that they protect firm. Through protecting staff members, manager can protect
firm from the lawsuits. Following the rules as well as regulations that aids staff members
understand what is mainly expected of them and also what will be happen if they violate rules.
Legislations need applied in the recruitment services are modern awards, records, employment
contracts, workplace agreements, leave, unfair dismissal and others. It is necessary for the
company to follow all legislations so that there will be no issues faced by firm.
7. Service agreement for the delivery of human resources services in chosen area
Service agreement is agreement among the two businesses or persons where one person
agrees to give particular service to other. This binds both parties to agreement where as the bond
is one sided and also binds employee to agreement only. In regards to this, service agreement is
mainly entered into by and among the two parties (Chillakuri and Mahanandia, 2018). The
service agreement between two different parties are mention below:
Party A: Clothing industry
Address: 1077, Mail Bag, Victoria, London, 2036
Phone: [phone]
Legal Representative: Mr. Chilley
Title: Managing Director
Party A: Premat Smash Clothing
Address: 15, Wales Road, 4636
Phone: [phone]
Legal Representative: Mr. Jack

8. Develop an action plan/ strategic plan that could be used to implement HR services in your
chosen area
Action plan is way to assure the vision of company is made the concrete. This explains
way group will be use its strategies in order to meet its goals. This includes number of the
actions steps that brought regarding community. On the other hand, develop strategic HR plan
assist a company to align the human resources to the corporate strategy. This is necessary
planning documents developed on corporate vision, vision, goals and values that established in
strategic business plan (de Caro, Hirschmann and Verdonk, 2020). This helps in provide the
information on how the HR function will support strategies or goals of company while assuring
that HR practices and planning are mainly consistent. The action plan that could be used to
implement the HR services in recruitment area mention below:
Task Deadline
To set up the recruitment panel 15 days
To train HR employees on the induction 1 month
To begin light candidates 10 days
Filtering of the candidates and recruiting 20 days
Hiring and induction 15 days
Training of staff members 1month
9. Quality assurance standards that might be used to monitor the delivery of human resources
services. Determined that quality standards were not being met
Personnel in the quality assurance programs examine and also determine improvement
areas and also work with the different employees. The quality assurance is test lead that will
manage HRMs testing overall. Quality Assurance plan testing the activities, assures resources
availability, keep testing on the track with project schedule and also managed communication
consisting the status reporting. The quality assurance processes should established for checking
that all the services are delivered on the basis of specifications (Deeb-Swihart, Endert and
Bruckman, 2019).
Quality assurance processes may be allow for:

 Continuous reporting process
 The continuous consultation with service provider
 Prompt the identification of any issues which can be arise
 Complaint or exception the reporting procedures
 Dispute resolution or mediation
Monitoring can help in many ways consisting:
 Determine problems
 Checking the compliance
 Testing the effectiveness related to service provision
 Tracking the progress
 Examining the operational controls (Delannon, Raufflet and Baba, 2016).
10. Explain how you would calculate the ROI of providing human resource services
Return on Investment (ROI) is performance measure that mainly used to examine
efficiency of investment or compare efficiency of number of the various investments. In context
to HR services, it tries to measure directly return amount on specific investment relative to cost
of investment. To calculate ROI of the human capital, divide net revenue of company by gross
revenue after deducting the operating expenses, benefits and salaries. This is complex to be
estimate as well as measure ROI when this is affective to HR services as data and information
does not result in the measurable data and it is mainly sourced from various investments. Other
than this, there are some various ways given below to calculate ROI while providing HR
services:
Gathering data- In this, data is mainly collected during and after inauguration of the HR
programs through using focus groups, questionnaire, interviews and also performance
monitoring. It is necessary as many factors which will impact performance data after HR
program execution (Dewah and Mutula, 2016).
Convert the data to financial values- To determine return on the investment, collected
data requires to converted to the financial values and compared with the cost of HR program. It
requires value to positioned on every data part connected with HR program.

11. Create a written survey that could be used to collect feedback from clients about their
satisfaction with the services in chosen area. Explain how you would use this feedback
Customer satisfaction surveys provide insights that requires to make the better decisions.
The customer feedback is mainly relayed from consumers regarding experience as well a level of
satisfaction related to service or product. The feedback of customer can come in from many
channels such as social media or email. It will assist to understand likes, dislikes of customers
and determine the improvement areas. There are several reasons that a company seeks out the
customer feedback (Ford, 2017).
Client feedback form
 Did HR personnel responded to your complaint or requires within the 24 hours/ If in case
not then provide details.
 Were you satisfied completely with services you received?
 How will you rate professionalism of company?
 Please give your suggestion on best and least efficient service you mainly receive from
use and how can we make improvement in them next time.
To use above feedback, I will examine and measure feedback collected and point out
drawbacks in services then they are giving and will make strategies to make improvement those
services. HR will keep record feedback collected to compare new strategies success which will
mainly executed for comparing future feedback and for getting idea regarding improvement at
company (Gitlin, Kolanowski and Lyons, 2020).
12. Describe the ethical obligations relating to chosen service area which HR managers should
observe
Business ethics refers to practices and policies which mainly used in company that acts as
the guideline on how stakeholders should be conduct themselves. In this present time, HR
professionals manage ethical, legal and moral responsibilities than before. Beyond benefits and
compensation, HR teams are tasked with the challenges such as fostering the diversity in
workforce, addressing inequality issues and setting the standards around the workplace conduct.
The human resource ethics policies around all these problems can impact how an organisation
attracts as well as sustain talent. There are some HR ethics guidelines that company can follow to
be master art of the ethical decision making like know legislations, prioritise the professional
development, be ethical HR leader, understand the conflict of interest, execute the diversity and

inclusion related practices and keep the information confidential (Huang, van der Veen and
Song, 2018).
ACTIVITY 9
1) Prepare the service agreement
SERVICE AGREEMENT
Subject: New Social Networking Product
Present project agreement has come into firm through human resource function as new
department as right date. This agreement is mainly made in project mentioned enactments and
explained on social networking product.
Project: New Social Networking Product
State of work- Service provider has been cooperated to document work statement, project plan
to determine more details regarding project scope, needed features, resources, training and
communication.
Client services- These must take account of the ground work for the job description, guidance
on the job classification levels, equal opportunities websites, training programs, induction and
the promotions.
Recruitment services- These should include of recruitment services grounding, checking and
also paying the accounts from the recruitment agencies, handling queries of applicant, arranging
interviews and checking references.
Strategic planning services- In this, there may be planning for the new job expansion and
examine broadcasting lined commerce and timely review around 40 current HR policies.
Entire agreement- This agreement is exclusive and final with respect to subject matters. There
is not any modifications in this as this will be more effective unless in the writing way and also
signed through both the departments.
Signature:
Human resource department new department
2) Flow chart that sets out the steps to develop a service agreement
Flow chart is kind of the diagram which represents process or workflow. This is
explained as diagrammatic representation of algorithm, step by step approach to the solving task.

In context to the service agreement, there is client services considered (Jiang and et. al., 2018). It
consists the different steps which given below:
 Determine customer service touchpoints
 Outline process
 Arrange sequence
 Eliminate the potential issues
 Finish flowchart
 Distribution of information
ACTIVITY 10
1) Undertake a comprehensive TNA to determine the training which could assist you to be
offered the position in the future
Training need analysis is process that used to assess the competencies of employees
against needed competencies. These are organised for assuring that if training programs are
mainly upgraded and developed on the basis of determined requirements. They are conducted to
assess skills and knowledge held through staff members which needs to provide HR services. On
the basis of case, job description is related to the role of marketing manager (Karimi‐
Shahanjarini and et. al., 2019). There is a need to provide the proper job to the marketing
manager so that it can able to perform job responsibilities and role in an effective manner.
Different techniques of training mention below:
Interactive training technique- It sustain staff busy as they are receptive to the new
information. It contain the group discussion and effective way for the educated and experienced
staff to pass skills.
Online based training- It is preferable and better training method that used through
company to give necessary training to staff and assists to keep employs included in respective
work. In this, training is mainly provided by online sources at similar time (Kasasbeh, Harada
and Noor, 2017).
ACTIVITY 11
a) Five sources of information that needs to be gathered to allow to monitor
It is necessary for company to determine the effective sources to collect information that
help in monitoring the services has been delivered properly or not. There are different sources of

information such as Customer Satisfaction Surveys, email, social media, newspapers and
database.
b) Prepare a document which could be used to help monitor whether the human resources
services have been delivered to the appropriate standard
Services Description Deadline Satisfac
tory
Non-
satisfa
ctory
Remarks
Handling of
conflicts and
conflict
resolution
 Assess complaint
 Choose appropriate
approach
 Intercut with
consumers
By 30,
August,
2020
✔️ 70% of
employees are
agreed that
their
complaints
have been
handled and
resolved
quickly.
Minimizing
harassment and
discrimination
 Meeting
 Examining number of
the employees who
belongs to various
religion
 Negotiation
By 15
September,
2020
✔️ Complaints
related to
discrimination
and
harassment
reduced by
20%.
Use of the
flexible working
 Check performance
 Request through staff
members
 Individuals meeting
with staff
By 30
September,
2020
✔️ 5% employees
and using
flexible
working
environment.

Review the
equal
opportunities
policies
 Workplace behaviour
 Equitable and fair
process
 Communicate the
policy with staff
By 14
October,
2020
✔️ Policies are
pending need
to reviewed
and the
recommendati
ons required to
be made
through
deadline.
Promote
diversity at
workplace
 Various age groups
 Number of the staff
members
By 29
October,
2020
✔️ Women
workers
participation
have been
enhanced 35%
and complaints
related to
religion
discrimination
minimized by
40%.
ACTIVITY 12
1) HR services that might need to be delivered in accordance with a service agreement or plan
HR is division of business that is mainly charged with searching, screening, hiring and
also training to job applicants and also administering the employee benefit programs (Koi-
Akrofi, 2016). There are different HR services which required to be delivered as per the service
agreement:
 Career management
 Recruitment & selection
 Education and the training programs

 Flexible working environment
 Feedback
 HR assessment and the development centres
 Competency development processes
 Induction and Orientation programs
 Harassment and discrimination advice
 Occupational health and safety (OHS)
2) Skills, knowledge, experience, qualifications and abilities might appropriate providers of one
HR service
EAP service counsellors education requires master degree in mental health related area as
counselling and social work. It requires to have the particular skills in the roles mainly the
excellent communication roles (Materia, Pascucci and Dries, 2017). They should be possess the
skills for working with the varied professionals. They require to be trained in the EAP core
technology that forms necessary component of the Employee Assistance Professionals
Association (EAPA).
3) If they do not, the organisation can use the dispute resolution clause to resolve the issue. Do
you agree?
Dispute resolution clause determined how various organisational parties to contract will
be proceed regarding resolving dispute. Its main purpose to allow the two respective parties
which contracting with the each other in order to set guidelines as how they will resolve any
issues. I agree with this as Dispute resolution clause can not help only in maintaining business
relationships but can also assist in reducing cost and time related with argument.
ACTIVITY 13
1) What action might you take? Provide at least five examples
The performance gap could be determined through different methods:
Create and conduct survey- Conduct survey in way that makes this easy to search
performance gap and better if existing skills of a person could be determined not current role.
Surveys are better way to determine performance gap.

Assemble results- Outcomes requires to assembled in two various ways. For the
respective individual, this is necessary to determine skills as they already have number of people
which have those abilities (Miller and et. al., 2018).
Analyse data- It is one of the effective way to determine performance hap in particular
roles within company and people who embrace necessary and future skills.
Observation- Through observing performance of staff that can help in determine gap as
they are properly working and following the training procedure or not.
Other considerations- There are some other techniques which apply in determining
performance gap.
Actions taken to resolve performance gap issues
 Give the additional training to staff.
 Develop motivating working environment for staff.
 Give the detailed explanation to employees of goals.
 Through observing employees performance timely (Mishra and et. al., 2016).
2) Draft a letter that you could send to PFY setting out their performance issues and suggest how
the situation can be rectified
As per the mentioned case, Dimsey Do Pty Ltd (DD) face the issues and it sustains
People For You Pty Ltd (PFY) in order to locate the sustainable staff members for filling the 30
job roles in a year.
The performance of employees is low as they do not have the clear job role and specifications.
For attract the new candidates, there is a long advertisement and it is mentioned that all the
unsuccessful candidates should be informed that they are not longer being included for role
within 24 hours of successful applicants which accepting employment offer. PFY has not sent
representative to second interview.
To overcome from these issue, it is necessary for focus on the providing the specific
information and details about the job in advertisement. There should be the proper job
descriptions of individuals. PFY should give the second chance to the unsuccessful people so
that they can work with the weaknesses and overcome from it. PFY needs to sent representative
to second interview.

3) What is ROI? Why can calculating ROI be difficult when it comes to the provision of HR
services? Why is it important to make an effort to calculate ROI in relation to HR services?
ROI is performance calculator to examine as well as measure effectiveness to investment
of different investment figures. It trials sum ROI qualified to cost of investment. This is not
possible to measure the ROI in context to HR services because all measures is not to be
quantifiable. Cost of salary is complex to be assess. On the other hand, this is integral for
calculating ROI will the possible efforts in context to HR services as this will permit HR
strategic planning. Allocating financial and some other sources in the HR possible through way
of assessing calculating the ROI in the HR (Nawaz, 2017).
ACTIVITY 14
1. Difference between qualitative and quantitative information that might be gathered to evaluate
the organisation’s human resources service delivery
The qualitative data is related to the human observation. HR manager will observe team
members silently and then record information about their behaviour with the each other, working
habits, issues they mainly faced and others. HR manager will take final decision on the basis of
observation.
Qualitative data is used for ranking staff members on the basis of work effectiveness and
portion, reward employees and give the promotion to best staff member when required. Data
could be collected over the long period in context to examine production data to assure staff
members are always creative. Data could be used to examine HR services at company (Nikolaou,
2018).
2. Type of information would you gather and where would you gather it from
HR manager is obliged legally for maintaining the healthy and safe working
environment. Based on business type, company has its own health and safety system and
contingency to hazards included. Health and safety workplace is realisable when there is planned
as well as systematic approach related to managing risk. Firstly, there is a requirement to HR
manager to understand exposures as well as safety risk in workplace and also harmful
consequences. After then take required steps for elimination or reduce risks related to health and
safety by following developing controls.

ACTIVITY 15
1) Do you agree? Explain
The customer satisfaction is measurement that identified how customers happy with
products, capabilities and services of company. Yes, I am agree with statement that biggest issue
with surveying consumers to identify satisfaction level with delivery of the HR services is
complexity in obtaining the responses (Odhiambo and et. al., 2017). It is necessary to find out the
effective ways so that HR can able to determine customer responses regarding particular services
or products. Regarding this, there are some strategies given below which can be used to identify
customer satisfaction level:
Capture ongoing feedback from survey- In this, there is a need to ask the good questions
from respondents and make this easy to be participate.
Analysing feedback and making recommendations for changes- In order to analysing
feedback, it is necessary to monitor the truthfulness of contributions and also estimations from
studies conducted and use for strategic direction of company.
Obtain approval from managers for alteration in the services- Under this, it is necessary
to understand approval process. Organisations have the policies to providing the authority to staff
members to make changes in services (Ordoñez de Pablos and Tennyson, 2016).
ACTIVITY 17
1) Benefits of encouraging line managers’ participation and involvement when variations are
proposed
Line manager is a person that administers directly other employees as well as function of
company while reporting to superior grade administration. The main focus of the line manager is
to making the business profitable and successful (Popescu, 2020). There are some advantages of
encouraging participation of line managers when the variations are proposed given below:
 Motivate towards the better performance
 Attract the other employees and also keep the talent.
 Spot HR issues a soon as possible
 Develop the better products and services.
 Embrace the change and remove negative working environment.
 Business will be more profitable.

 Make the safe space at workplace.
 Manage better change at workplace.
 Helps in enhance the customer satisfaction level (Rincon Quintero and et. al., 2019).
 Inspire the leadership
2) Article which could be posted on the organisation’s intranet
Due to the unstoppable technology invasion over lives and global economy, changes are main
part for company that carrying various businesses. There could be the many reason because of
which managers become resistance to change.
In case of the managers, they might be resistant to change, ego of employees many interfere
making for resistance to change. Mainly managers want to be achieve status where they can
advance thoughts and ideas in a proper manner. When the managers resistance to change then
they may feel change is autonomy and they have no power to be control team members. In
order to overcome from this situation, change many require to get the grips with the new skills.
Providing the proper education and training to resistance to change, company can overcome
from this issue. Other than this, company can adopt the different methods like communication
sessions, trying the implementations to compensation and meetings. Firm can make
communication way with manager about resistance to change related to new initiatives and
progress happening because of change.
ACTIVITY 18
1) In what way do you consider their actions to be unethical? What should they have done to
ensure they acted ethically?
According to the Evening Standard Newspaper, Tesco has the overstated estimated profit
£263m through overestimating the revenue paid through its suppliers. This company was
struggling to shore up the revenue while under the attack from discounters Lidl and Aldi. Tesco
company branded the unethical and unfair TIGHTER regulations which are required to tame the
'unfair and unethical trading practices' of Tesco.
BBC news stated that the case is related to Toshiba's irregular accounting. In Japan,
Corporate Governance under spotlight in year 2015 when Toshiba company revealed that this
has overstated operating profit around $1.2bn. After accounting scandal at industrial

conglomerate emerged, finance minister of Japan warned of implications of reputation of
country.
According to BBC news, Takata was automotive part manufacturer through Takezo
Takada. This firm become mired in global scandal over the faulty airbags which can be the
reason of many death and injuries also.
ACTIVITY 19
1) Consider that those mentioned in each scenario acted ethically and in accordance with
organisational values. Explain
a) In context to scenario, they have continue unethically. As other staff resist to share useful
information with Liza that could have helped commerce work accurately. They mainly violating
ethics in order to treating team members, work cooperatively, supporting each other and making
work environment easier to be work. They should have followed common work ethics which
will assist to attain the objectives of objectives in better manner (Rosenzweig and Grinstein,
2016).
b) As manager did not permit Joey female partner then he is unethically acting. This is right of
the each staff members to treated in a fair manner and also free from the discrimination. No
matter if staff members have male or the female partners then managers did not have the any
right to be discriminate according to sex of the Joey partner.
c) On the basis of given case study, committee head has acted out of the mind totally through
discrimination with the YUDI as per the race and religion background. This is breach of the
legislation of government not to be discriminate with the employee on the basis of gender, ethnic
background and race. So abiding legislation, committee head should be respected as well as
understood the other religion or practices (Salehi, Hoseini Dronkolaei and Mohammadi, 2017).
d) According to the given case, there is unethical behaviour of colleague as she violated privacy
act and also provided all information regarding to husband of employee without consulting with
her. If he was her husband then colleague breached privacy act to which she is obliged.

ACTIVITY 20
1) In what way did Bowen breach confidentiality that is required when dealing with all HR
information? What could Bowen do differently?
 Bowen has been discussed the particular detailed for an instance people, department,
reason and other. He should not given any details to competitor in any case. He should
tell to Joe he will be late because he has the tasks and activities to finish for work before
business close (Shahzad and et. al., 2016).
 He should meet the candidates employment in work office and not in social content.
 Joe should not given the contact details for the staff member to Bowen. He should inform
staff members of process of job application and permit staff members to use him as
referee. Bowen should not contacting the candidates outside process of application. He
should tell to Joe to show them advertisement.
2) Privacy legislation can have an impact on the collection, retention, use and disclosure of HR
information
Privacy legislation explained as laws which deal with storing, regulations and using the
identifiable information, people financial information an others which can be gathered through
government, private or public firms. It is necessary that HR should keep the information of
candidates confidential (Wang and et. al., 2017). HR integration is mainly committed to be
responsible for privacy practices and complying with National Privacy Principles contained in
Privacy Act 1988. This policy states about gather the personal information, aim to use the
information and to whom it is disclosed. In regards to this, personal information means the
information and data recorded regarding an individual which makes the identity of a person
clear.
ACTIVITY 21
1) Flow chart which employees in other departments could use as a guide to help them promptly
deal with unethical behaviour
Unethical behaviour is action that falls outside what is to be morally considered right or
proper for individual, profession and industry. It is an action that fails to rise to the acceptable
business practices standards. Unethical business practices can be creep in every kind of the
business imaginable. Through the flow chart, employees in some other departments could use

guide to assist them to deal with the unethical behaviour in a better manner. Dealing with the
employees help in developing the positive working environment and make the employees sustain
at workplace.
ACTIVITY 22
1) Five things that HR managers can do to ensure that HR employees are aware of the ethical
expectations of their behaviour
It is necessary for HR manager to aware the staff members about the ethical expectations
of behaviour. Ethics need to be followed while conducting an investigation in an effective
manner. Paying attention towards business ethics is necessary business part or job of manager
Illustration 1: Ethical flow chart

(Sharma and et. al., 2020). There are five things that HR managers can do to ensure that HR
employees are aware of the ethical expectations of their behaviour give below:
 Company should recruiting and selecting the ethical staff members. This is effective to
hire the someone that is inclined to be ethically behave in ethical manner.
 It is necessary to understand the right side of law. In the human resource, ethics breaches
can lead firms into legal trouble. The companies with the comprehensive ethics programs
can neglect the costly trouble related to hostile working environment and discrimination
issues.
 Treating staff ethically can sustain them long time. The loyal staff members can gain
better experience working with managers that enhance their productivity.
 It is necessary to promoting the ethics programs. Put the HR ethics policies related to
sexual harassment and discrimination (Shneiderman and et. al., 2016).
 Following ethical consideration helps in safeguarding reputation of firm.
2) Ensure that all employees are clear about ethical expectations of their behaviour
Covered in PPT
CONCLUSION
It has been concluded from above mention report that human resource is backbone of
company and its main purpose is to enhancing productivity and growth of business effectively.
At workplace, it is necessary to have the clear job description regarding specific role so that
employees can be more focused about it. There has been discussed about how effectively
planning services and human resource strategies related to the operational plans. Feedback can
be used for modify delivery of services of the human resources have been discussed in detailed
manner. The service agreement should be developed in a proper manner that is among the two
different parties and also considered the conditions of them. There has been TNA examined that
identify training which could help to offered position in future. In order to provide training to
specific position, there have been different methods or technique discussed such as Interactive
training technique and Online based training.

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