Managing Human Resource Services: Strategies, Planning, and Ethical Considerations

This comprehensive guide explores the multifaceted aspects of managing human resource services within an organization. It delves into strategic HR planning, service delivery models, performance management, and ethical considerations. The document examines real-world case studies, legislation, and best practices to provide a practical understanding of HR principles and their impact on business success. Key topics covered include: developing HR delivery strategies, evaluating service delivery, managing risk, addressing underperformance, and ensuring ethical compliance. The guide also emphasizes the importance of effective communication, stakeholder engagement, and the use of digital technologies in HR.

Manage Human Resource Services

Contents
Assessment Task 1............................................................................................................................... 3
Assessment task 2:................................................................................................................................ 6
Assessment Task 3............................................................................................................................... 8
Assessment Task 4............................................................................................................................. 12
References.......................................................................................................................................... 17

Assessment Task 1 Develop HR delivery strategies
Recommendations and requirements in the organization
JKL industries have been working in the industry for the past 12 years, leasing forklifts and
trucks. The company operates in Australia. To improve the present performance, the
company wants to undertake significant changes in its organizational structure. This will
include retraining the employees and preparing them for future leadership roles. After
consultation with the internal stakeholders, the company has decided this plan will improve
the performance of the company and the company will be able to carry out expansion in the
future. The sales of the company are growing. The costs are declining and taxation benefits
have increased the customer to choose lease instead of purchase.
The expected value of financial gains = Financial gain × Likelihood of success
Outsourcing basic HR services
= 200000 × 90/100
=180000
Outsourcing will help the company to recruit the talented labor at a low cost. The company
will be able to improve its performance with the new recruits and this will improve the
confidence of investors in the business. The uncertainty in the regulatory environment can
work against this policy.
Redeploying and retraining rental employees
=2500000 × 70/100
=1750000
It the company choose to retrain the existing employees, then the cost of training will be
higher but the company will be able to meet the skill shortage. This will improve the
confidence of the investors. This option is least likely to be affected by external environment.
Return on investment after considering costs -
Restructuring HR

= 200000 × 80/100
=160000
Integrating HR services and recruitment
= 1400000 × 90/100
= 1260000
Enhancing HR services –
Performance management
= 900000 × 90//100
=810000
Industrial relations
= 350000 × 80/100
= 280000
To meet the requirements company should outsource basic HR services. This will enable the
company to improve its employee performance and at the same time maintain the costs.
This will help the company to carry out its activities effectively and efficiently. To maintain
effective functioning of the company, it needs to outsource the basic HR services. This will
enhance the performance of the firm.
The company needs to practice, attracting, developing, rewarding and training employees.
This will benefit the company to improve its productivity and improve the overall performance
of the firm. Further, the company should promote diversity on the company by hiring from a
different religion, castes, sects. This will allow more diverse ideas in the company and help
the company to increase its profitability. Further, the company should ensure the employees
are not discriminated against and adopt the proper anti-discriminatory policy. The disability,
sex, and racial discrimination act will help to protect the employees who face discrimination
in the company.

Action Plan
Activity Timelin
e
Strategy/application
of policy
Resources Person Policy
1 1 week Selection of the most
viable plan
Research
resources and
the researcher
who will help in
the process of
selection
Senior
managers
Selection of
the
outsourcing
plan
2 0.5 week Reviewing the
effectiveness of the
plan in the JKL
industry.
Planning tools
to check its
compatibility in
the
organization
Board of
directors
Reviewing the
plan
3 0.5 week Analysing and
preparing the final
plan for the JKL
industry
Technological
debarment will
help in
checking the
implementation
Senior
managers
Analysing and
preparing for
implementation
4 0.25
week
Informing the JKL
industry members
about the plan
Technological
resources to
communicate
about the new
plan
HR team Informing the
management
and the
employees
5 0.25
week
Outsourcing basic
HR services
Financial
resources and
technological
resources to
communicate
this to the
management
and
shareholders
HR team Implementing
the plan
6 0.5 week Checking the
effectiveness of the
plan
Technological
resources for
verifying that
the plan has
been effective
Board of
directors
Reviewing the
plan after
implementation
7 1 week Ensuring that the
activities are being
carried out as
planned
Financial
resources
Planning
and control
department
Maintaining
efficient control
mechanism

Assessment task 2:
Service level management is explained and how it helps in improving the performance of the
company.

Three methods of return on investment is explained and how it helps in measuring and
reducing the turnover and increasing the productivity.
To mange the risk of the company is very essential as it eliminates the failure modes and
manages the risk retained things.

Service
Process/Area
Expectation Performance metric Performance
monitoring
schedule
Purpose Better completion of
the task.
Good Regular check over
the activities
Vision Review the activities Acceptable Organising meetings.
Mission Achievement of the
goals
Efficient and effective Check over the
performance
Scope Better scope in future Wide scope Induction programme
Action plan template
Activity Timeline Strategy/application
of policy
(if relevant)
Resources Person Policy
1 1 week Select the most
appropriate method
Management
resource
Manager Planning
2 1.5 week Financial or customer
value analyze
Financial
resource
Accountant Organising
3 0.25 week Review and analyze
the service level
agreement
Technical
resource
IT engineers Analysing
4 5 days To comply with the
values, code of
conduct and legislation
Legislative
resources
Government
officials
controlling

An action plan to address and rectify HR delivery underperformance in two of the
three scenarios:
Case Study service provider: In this scenario, the auditor has not provided service at an
adequate level. There are a lot of confusions over coordinating the roles of service and the
service provider is giving the incorrect information on the benefits and remuneration and
rewards policy to employees. The poor performance can be improved by increasing the
morale of the employee and reducing the negative impact of the business. The action plan
can be improved by taking three steps checking the reference, follow the recruitment policy
procedure and check the burden of agreements.
Case study Line manager: In this scenario, the sales manager is not complying with the
recruitment procedures. They are failing to complete the procedures and delaying the
operational capabilities which are unacceptable. Due to this the candidates doesn’t meet the
timeframes and delaying the final decisions which are unsuitable. To rectify this manager
needs to comply with the policies and procedures and needs to do the work on time so that
final decision can be taken timely and accurately. The action plan is taken to remove the
barriers which are impacting the operational activities.

Assessment Task 3 Evaluate HR service delivery
Amended action plan
Activity Timelin
e
Strategy/application
of policy
Resources Person Policy
1 2 weeks Selection of the most
viable plan
Research
resources and
the researcher
who will help in
the process of
selection
Senior
managers
Selection of
the
outsourcing
plan
2 1.5
weeks
Reviewing the
effectiveness of the
plan in the JKL
industry.
Planning tools
to check its
compatibility in
the
organization
Board of
directors
Reviewing the
plan
3 3 weeks Analysing and
preparing the final
plan for the JKL
industry
Technological
debarment will
help in
checking the
implementation
Senior
managers
Analysing and
preparing for
implementation
4 0.25
week
Informing the JKL
industry members
about the plan
Technological
resources to
communicate
about the new
plan
HR team Informing the
management
and the
employees
5 4 week Outsourcing basic
HR services
Financial
resources and
technological
resources to
communicate
this to the
management
and
shareholders
HR team Implementing
the plan
6 3 weeks Checking the
effectiveness of the
plan
Technological
resources for
verifying that
the plan has
been effective
Board of
directors
Reviewing the
plan after
implementation
7 2 weeks Ensuring that the
activities are being
carried out as
planned
Financial
resources
Planning
and control
department
Maintaining
efficient control
mechanism
HR service delivery and amended action plan
After looking into the amended action plan, it can be said that the firm was not able to
achieve targets in almost all of its activities. This has resulted in delays in implementing the
project and has also resulted in the loss of profits. This show that the management of the

company has failed in delivering the services on time which is harmful to the company in the
long run. As it will cause delays in carrying out activities and will decrease the profits. The
HR department was inefficient in carrying out the activities it was assigned. The department
did complete the information activity on time that is also the only activity that was completed
on time. The department was asked to accomplish a task in which time was grossly
underestimated ad the primary failure of the department is because of this. Secondly, the
department lacked coordination with the outsourcing place. This led to miscommunication, a
multiplicity of information and slowing down of information. This points out that the HR team
needs to improve n these grounds to prevent such failures in the future.
After analysis and deliberate discussion with the concerned staff member, it was concluded
that the delays were caused because of a number of reasons that include both external and
internal factors. The employees of the organization were reluctant to the change as it will
require them to work for extra hours to understand and get used to the new system. The
finance department limited the funding as the costs of production were high and the all the
departments and projects budgets were cut. The planning department underestimated the
time and the result was underestimation if the time required. The board of directors were
quite skeptical about the new system and amended it several times before finally passing it.
Control department was ineffective collecting the information and the time for control were
higher than expected.
Recommendations for service improvement
Executive summary
The company needs to improve its planning department, it needs to train its managers, it
needs to regularly monitor the activities, it needs to ensure that has sufficient funds to meet
its requirements. JKL industry needs to improve its performance by ensuring that the plans
are completed on time and this requires efficient monitoring of the plans and ensuring that
the managers are prepared to handle them.
The company has failed to achieve its targeted goals on time. Each department was ae in
perfuming their activities except one activity undertaken by the HR team. The reasons for the
deviation has been discussed above. The performance of the company in achieving the
plans has been abysmal. The managers are not able to achieve the targets that are
assigned to them which resulted in the delayed implementation of the plan.
The company can initiate a number of activities to improve its performance –

 It can improve the forecasting of the planning department; this will improve the
effectiveness of the plans made.
 The company can train its managers to ensure they know how to achieve plans on
time.
 Further, it can install plan monitoring systems which will regularly monitor the
progress of the pans and inform the management about any deviation on time. This
will help them to initiate corrective action on time to ensure that the derailed plan, is
back on track.
 The company can also ensure that it has sufficient financial resources to make sure
that the plans that are implemented are sufficiently backed up with finances.
 Further, the firm should ensure that it has additional resources in case of crises this
will help the firm to prevent future financial crises. JKL industry can undertake a
number of measures to ensure this, it includes making cash flow statement, installing
management information systems and maintain proper liquidity ratios.
The company return on investment will change because of the delay. This is due to rise in
costs as the projects were completed late ad required more resources and the profits lost
because of the late commencement. This will lead to a decline in returns which will also
affect the other decisions of the firm, which were based on this increased return.

Action plan
Activit
y
Timeline Strategy/application
of policy
Resources Person Policy
1 2 weeks This is related to a
collection of
information
Technological
resources for
communication
and collection
of information
Planning
Department
Collection of
information
2 3 weeks Improve the
effectiveness of
planning by
improving the
process of
forecasting
Financial
resources and
issuing new
guidelines for
forecasting
Board of
directors
Planning
improvement
system
3 2 weeks This includes training
the staff to prepare
them for future plans
and to ensure that is
completed on time
Financial
resources and
special
executives to
be hired for
special training
sessions
HR team Training of the
managerial
staff
4 4 weeks This includes
improving the
process of
communication within
the organization.
Financial and
technological
resources.
Senior
managers
Improving the
communication
5 5 weeks This will improve the
coordination among
departments by
ensuring better
proper lines of
communication.
Financial and
technological
resources
Senior
managers
Better
coordination
6 3 weeks This will help in
clearly defining the
lines of
communication and
inform who is
responsible to whom.
Financial and
technological
resources
Board of
directors
Organisational
restructuring
7 2 weeks This will improve the
communication of the
internal stakeholders
with the external
ones
Financial and
technological
resources
Board of
directors
External
communication

Assessment Task 4
1. What are two pieces of legislation that may apply to manage human resources?
1 Occupational Safety and Health Act of 1970: This act is applied to Human Resource to
provide a safe and healthy environment so that employees are not subjected to a hazardous
working condition, the organization is liable for employee’s safety.
2 Age Discrimination in Employment Act of 1967: This legislation should also be applied
because it protects the employees from the discrimination who has the age of 40 years.
2. How do human resource strategies and planning processes relate to business and
operational plans?
Human resource strategies and planning focuses on the functions of the business and it
involves the long-term needs of the business. HR strategies and planning includes the
creation of the business structure and it evaluates the use of the employees. It helps in
determining the policies and procedures of the business plans and also identifies the return
on investment.
3. What is performance management for the delivery of HR services in your own
words?
Performance management is the process of communication between the employer and
supervisor that manages the performance of the company to achieve the strategic
objectives. For HR services a mixed message is there that take a positive thing from the
employee and some unpleasant thing also so that right approach can be an appraisal.
4. What is contract management for HR service delivery in your own words?
Human resource is a task which manages and handles the needs and the contracts of the
employees. It is the procedure to oversee the HR contract which is created, executed and
examined to operate the business activities. Contract management helps in minimizing the
risk and maximizing the financial performance.
5. How is feedback used to modify the delivery of human resources?
Feedback is used to modify the delivery of human resources by analyzing the weakness in
the training system and delivered the services related to the customer feedback to HR.
Human resource survey is conducted to check the HR performance and give the feedback

so that if any change is needed they can modify it. Feedback helps in improving the
performance and it is a tool for continued learning.
6. Use JKL Industries’ code of conduct to answer the following questions.
a. What are the requirements of the organization's code of conduct?
JKL industries have the requirement to support the core values and policies and procedures
and to compliance with the legislative requirement in all aspects with local, state, federal and
government legislation. They have to comply with the certain legislation such as
● Disability Discrimination Act 1992
● Equal Employment Opportunity for Women in the Workplace Act 1999
● Fair Work Act 2009
● Freedom of Information Act 1982
● Privacy Act 1988
● Racial Discrimination Act 1975
● Safety, Rehabilitation and Compensation Act 1988
● Sex Discrimination Act 1984
● State and territory health and safety legislation
b. How would you communicate the code of conduct? Discuss:
The action plan for communicating the code of conduct is:
1 Statement of purpose: The communication strategy is developed to achieve the purpose.
Code of conduct is the reference and reminder of the work which communicates effectively
to meet the objectives. Communication strategy helps in engage effectively with
stakeholders and change the behavior where it is necessary to ensure people understand
what we do.

2 Current situations analyze: the current situation can be analyzed by different methods such
as PEST Analysis, SWOT Analysis, and Competitor Analysis.
3 Find the stakeholders and their objective then communicate the messages with the
different channels. Then evaluate those plans and success could be achieved.
c. Who would you consult and why?
The code of conduct should be consulted by all the employees and the directors of the
company so that they can comply with the law and the core value of the organization.
d. How would you monitor employee adherence to the code of conduct?
Ethics and compliance process helps in serving the powerful tool for monitoring the
employees. The employees respect and support the core value of organization and respect
the other colleagues, managers, reports, clients, customers with fairness.
e. How would you incorporate the code of conduct into HR policies and practices?
HR policies and practices address the important mission and operations of the organization.
Code of conduct helps to review the federal and employment legislation and communicates
the values and expectation.
f. How would you incorporate the code of conduct into service level agreements?
Service level agreement is a contract between the customers and the service provider which
meets the performance standards. Code of conduct helps in protecting the customers and it
gives the mission value and principles and also responsible for faults I paying fees, different
data rates, etc.
g. How can the effective implementation by HR of a code of conduct contribute to
business and operational success?
By implementing a code of conduct in HR helps in communicating the policies and
procedures to the employees and also provide the guidelines and training to understand the
code which contributes to the operational success of the business.
h. How would you personally ensure that you adhered to (and were seen to adhere
to) the organization’s code of conduct?

Code of conduct helps the organization in giving the values and creates the environment
which is based on the actions and behavior of employees. A code of conduct provides a
guideline for the acceptable behavior of the employees. It is designed to suit the needs of
the employees and they’re the keys to the success of the organization.
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?
As the human resource manager, I will try to find out the person who has discussed this
information with the other members and try to explain that sexual harassment is not a thing
to discuss in the company and different departments should involve in each other case.
b) What could be the consequences of failing to act promptly and appropriately?
There are many consequences of failing to act promptly it may be due to the
underperformance and are many common issues which are not sorted and the employees
are not managing the work properly. It is also because actions are not taken seriously and
meeting are not held in private.
c) What could be the business impact of failing to act promptly and appropriately?
Business will try to manage those failures and make the action plan to improve the
performance. Monitor the performance of everyone and clearly outline the things which are
required to improve.
d) How can you ensure all human resources staff are clear about ethical expectations
and behaviors?
It can be clear by asking the senior level of organization as HR plays a crucial role in
maintaining the integrity and honesty about ethical expectations and behaviors. If they are
assessing properly and are able to protect the assets and respect the workplace of the
organization.
9. 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?
It is the breach of the law Pregnancy Discrimination Act of 1978. If the manager is not
recruiting any women because she gets pregnant so it is the illegal reason for the
recruitment of the business. The recruitment should not be based on any discrimination,
especially which is based on pregnancy.
b. What action would you take to deal promptly with the matter?
I will approach the director or senior manager to deal with this situation as it is illegal not to
hire women who can be pregnant in the future it is against the golden rules of employment. I
will complain to the manager and tell them the basic procedures of the recruitment.
c. What would documentation within the organization identify that his request is
inappropriate?
The request will be inappropriate because it is not written it is verbally. The documentation
should be considered appropriate if it is well written or it shows in the mail.
d. What would you do to ensure that all personnel in the organization are aware of
their obligations, the company’s policies, procedures and expectations and the
consequences of unethical behavior?
The organization can provide proper training and give them proper guidance to aware of
their obligation, the company’s policies and procedures and expectations and the
consequences of unethical behavior.
e. What would you do to ensure the matter was handled in accordance with
confidentiality requirements and the policy-related requirements of the organization?
We will ensure code of conduct in the business or proper legislation in the business in
accordance with confidentiality requirement and the policy related requirement of the
organization.
9. How would you use digital technologies and systems safely, legally and ethically
when gathering, storing and accessing information?
Digital technologies refer to the electronic devices of the computer that send information
such as smartphones, computers tablets. They use as a digital tool because it finds,
analyzes, creates and communicates the useful information. Legal and ethical use creates
the copyright, digital ownership and implication of digital content.

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