BSBHRM501 Manage Human Resource Services Assessment Task 1

The assessment task requires the student to analyze the information from the strategic plan of a national transport company to determine its impact on HR requirements. The student is required to conduct a meeting with the CEO and senior managers of the transport company to set out their findings and/or request further information. The meeting will cover topics such as PEST analysis, evaluation of impact of business environment, stakeholder communications and engagement plan, and expected performance in delivery of human resource services agreement. The student will be evaluated based on how well they present the human resource services agreement.

Module 3
Term and Year: Term 2 2019
Qualification : BSB50215 Diploma of Business
Unit Code: BSBHRM501
Unit Title: Manage human resource services
Assessment :
Task 1 Case demonstration/ observation
Task 2 Case demonstration/ observation
Student Name:
Student ID No:
Assessor’s Name:
Student Declaration: I declare that this work has been completed by me honestly and with integrity. I understand that the Elite
Education Vocation Institute’s Student Assessment, Reassessment and Repeating Units of Competency Guidelines apply to these
assessment tasks.
Student Name:
Student Signature: Date:
Assessment submission (new) requirements
Please save this file as PDF format (include your name to the filename) before uploading onto Moodle.
Assessment deadlines penalty
It is expected that unless a simple extension, special consideration or disability services adjustment has been granted, candidates
will submit all assessments for a unit of study on the specified due date. If the assessment is completed or submitted within the
period of extension, no academic penalty will be applied to that piece of assessment.
If an extension is either not sought, not granted or is granted but work is submitted after the extended due date, the late submission
of assessment will result in a late penalty fee. For further information, please refer to the Assessment Policy.
Assessment/evidence gathering conditions
Each assessment component is recorded as either Satisfactory (S) or Not Yet Satisfactory (NYS). A student can only achieve
competence when all assessment components listed under procedures and specifications of the assessment section are
Satisfactory. Your trainer will give you feedback after the completion of each assessment. A student who is assessed as NYS is
eligible for re-assessment. Should the student fail to submit the assessment, a result outcome of Did Not Submit (DNS) will be
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recorded.
Principles of Assessment
Based on Clauses 1.8 – 1.12 from the Australian Standards Quality Assurance’s (ASQA) Standards for Registered Training
Organizations (RTO) 2015, the learner would be assessed based on the following principles:
Fairness - (1) the individual learner’s needs are considered in the assessment process, (2) where appropriate, reasonable
adjustments are applied by the RTO to take into account the individual leaner’s needs and, (3) the RTO informs the
leaner about the assessment process, and provides the learner with the opportunity to challenge the result of the
assessment and be reassessed if necessary.
Flexibility – assessment is flexible to the individual learner by; (1) reflecting the learner’s needs, (2) assessing competencies held
by the learner no matter how or where they have been acquired and, (3) the unit of competency and associated
assessment requirements, and the individual.
Validity – (1) requires that assessment against the unit/s of competency and the associated assessment requirements covers the
broad range of skills and knowledge, (2) assessment of knowledge and skills is integrated with their practical
application, (3) assessment to be based on evidence that demonstrates that a leaner could demonstrate these skills
and knowledge in other similar situations and, (4) judgement of competence is based on evidence of learner
performance that is aligned to the unit/s of competency and associated assessment requirements.
Reliability – evidence presented for assessment is consistently interpreted and assessment results are comparable irrespective of
the assessor conducting the assessment
Rules of Evidence
Validity – the assessor is assured that the learner has the skills, knowledge and attributes, as described in the module of unit of
competency and associated assessment requirements.
Sufficiency – the assessor is assured that the quality, quantity and relevance of the assessment evidence enables a judgement to
be made of a learner’s competency.
Authenticity – the assessor is assured that the evidence presented for assessment is the learner’s own work. This would mean that
any form of plagiarism or copying of other’s work may not be permitted and would be deemed strictly as a ‘Not Yet
Competent’ grading.
Currency – the assessor is assured that the assessment evidence demonstrates current competency. This requires the
assessment evidence to be from the present or the very recent past.
Resources required for this Assessment
 All documents must be created using Microsoft Office suites i.e., MS Word, Excel, PowerPoint
 Upon completion, ensure that you have completed your coversheet details, i.e. your name, student ID and signature. If these
details are not present, the assessment would need to be resubmitted again.
 The document is then required to be converted to PDF and uploaded to the student learning management system for
assessment.
 Refer the notes on eLearning to answer the tasks or any additional material will be provided by Trainer.
Instructions for Students
Please read the following instructions carefully
 This assessment is to be completed according to the instructions given by your assessor.
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 Students are allowed to take this assessment home.
 Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided
with feedback on your work within 2 weeks of the assessment due date.
 Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will
be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency.
 If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
 Please refer to the College re-assessment and re-enrolment policy for more information.
Procedures and Specifications of the Assessment
Task 1
You will be required to demonstrate skills and knowledge required to define how does the organization determine its strategies and
manage for the delivery of human resources services. Read the prescribed short case study and provide a demonstration on
conducting a meeting with its CEO (trainer would undertake this role) to discuss the following:
 PEST analysis on the industry
 Brief discussion on the evaluation of the impact of the business environment on the organization
 Provide a stakeholder communications and engagement plan
 Discuss briefly expected performance in the delivery of human resource services agreement
You would be evaluated by your trainer in terms of how well you have presented our human resource services agreement.
Task 2
You will be required to demonstrate skills and knowledge required to define how does the organization determine its strategies and
manage for the delivery of human resources services. Read the prescribed short case study and provide a demonstration on a
PowerPoint presentation session with its CEO (trainer would undertake this role) to discuss the following:
Slide 1 - Cover page which should include company’s name, title of the presentation
Slide 2 - Introduction of this presentation and objectives to be achieved
Slide 3 - Ethical behaviour expectations
Slide 4 - Measures for dealing with unethical behaviour
Slide 5 - Code of conduct for the organization
Slide 6 - The importance of adhering the code of conduct
Slide 7 - Privacy legislation in practice
Slide 8 - Observing confidentiality when dealing with all human resource information
Slide 9 – Any questions?
Slide 10 – Thank you
In addition, you would need to provide a brief discussion on the following:
 The various Human Resource metrics and how can you obtained this information
 The importance of keeping the following information to support human resources services
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Assessment Task 1
1. You are the new HR manager of a national transport company. The transport company has recently updated
its five year strategic plan. After reviewing the strategic plan, you obtain this information:
 The organization owns a fleet of trucks, cars, ships and planes which it uses to transport goods including
food, grocery items and mail throughout Australia.
 The organization plans to move into the Pacific and Asia region with three years; once this occurs, it will
be expected that goods will be transported within and between all countries.
 Currently, most customers telephone the organization to request its services.
 If customers want an update on where their goods are, employees in the administration department
review paperwork and make telephone calls to those responsible for transporting the goods.
 Customers of the organization are becoming more reliant on technology; within three years, the
organization plans to offer an online service for booking and tracking goods to be transported.
 The community is becoming more concerned with safety, and the organization is hoping to use its safety
record as a competitive advantage.
 The lease on the organization’s main business premises used for administration in the center of Sydney
is soon to expire, and the organization will be moving its headquarters to Adelaide, where rent is cheaper.
 Findings from a recent survey indicate that those customers who deal with long-term employees are
more satisfied; the organization plans to reduce employee turnover by 10% each year of the strategic
plan’s operation.
Analyze the information from the strategic plan to determine what, if any, impact it will have on HR
requirements. Conduct a meeting with the Chief Executive (CEO) and senior managers of the transport
company in which you set out your findings and/ or request further information.
Demonstration/ observation checklist
Candidate’s name
Assessor’s name Michal Tomcik /Andrey Loburets
Work activity Conducting a meeting determining and managing the delivery of human resource services
Date
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Meeting minutes template
Venue
Attendance
CEO Michal Tomcik /Andrey Loburets
General Managers
Marketing
Finance
Human Resources Student’s name
Strategic Management
External Management Consultant
Absence with apologies N/A
Welcome note
Meeting objectives Determining and managing the delivery of human resource services
a. Analysis of the transportation Industry outlook
Political The political factors such as the state regulation may put impact on the public transport sectors
the possible negative impact on the public transport industry.
Economics
Petrol price is observed to be increasing and it is likely to grow, thus this has a positive impact on
the transport industry.
Customers are more concerned on seeking home deliveries and hence, there is a positive impact
on the transportation industry.
Social
Growing population and people seek convenience, social status and personal comfort are the
factors due to which people are more focused on home delivery therefore there is a good scope
of transportation industry.
Technology The rapid and significant development in technological advances helps the company to the use of
tele-working and bring more innovativeness in the transport industry.
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b. Evaluation of the organization’s strategic plan impact on HR and agree on strategies and action plans for delivery of human resource services
Strategic plans Impact on HR HR strategies to recommend Action plan for delivery of human resource
services Follow-up by
Business expansion to Pacific and Asia
Requirement
for diversity in
the workforce
It impacts the development of
interpersonal relationships and
enhance the ability of emotional
intelligence in the organization.
Paying attention to organizational
culture
Consider providing effective diversity
training
Remember to foster training at all levels
Anti-discrimination policy in the organization
Celebrating all the festive
Using simple and understandable words.
Human resource
manager
Compliance of
legislative
requirements
of the host
countries
This helps the management to
create legal framework and avoid
unnecessary obligations from the
host country.
The HR must take care of the legislative
laws when opening a new business in
global market and must focus on abiding
by the law of host country.
Employment law
Work permit violation and immigration
Social security Violation and tax
Human resource
Manager
Adaptation of
organizational
policies and
business
goals
The human resource department
is responsible for effectively
communicating the business
objectives and goals
The adaption of organizational
policies deals with informal
practices and unofficial rules.
Define the company mission and vision
Pairing the human resource department
with the rest of the company for effective
amending of policy.
Conveying the right purpose for the
policy
SMART goal must be implemented Human resource
Manager
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Strategic plans (cont.) Impact on HR HR strategies to recommend Action plan for delivery of human resource
services Follow-up by
Managing customer
service via telephone
Employees need high level of
competency to satisfy the
customer and create deliver
effective message to the
customers
The department is also
responsible for understanding
their query and resolve their
problems
Effective communication
Treating customer as they are their
people
Being highly professional
Be responsive to concern
Feedback
Training to the employees
Effective communication classes
CSAT for feedback purpose
Human resource
manager
Manual update on
information
This would enable all the
necessary policies and regarding
employee management. This will
foster good relationship between
employee and the manager
Identify the need of new policy
What needs to be achieved through the
policy
Draft the information
Review the information
Notice board
Manual books for the members of the
organization
General manager
Switching of customer
service processes
which focuses on
technology-centric
This would aid the department to
gain customer attention and
customer retention through online
services.
Online services Websites and social media Strategic manager
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Maintaining OHS
standards as a
competitive advantage
It builds healthier, happier and
competent workforce and reduced
business costs and disruption.
This enables the organization to
meet with the customer’s OHS
expectations
Inspect the workplace
Investigate accidents
Maintain records
Create a plan for improving health and
safety
Train the employees
Policies
Equipment and safety measures in workplace
Operation manager
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Strategic plans (cont.) Impact on HR HR strategies to recommend Action plan for delivery of human resource
services Follow-up by
Relocation of
headquarters from
Sydney to Adelaide
Analysis of external and internal
environment
Documentation
Recruitment of new employees
New policies
Recruitment and selection procedure
Increase support of its current staff
Consult your employees
New demand of the employees
New rules and regulation
Marketing manager
Reducing turnover of
staffing by 10%
This would foster productivity of
the company.
Skilled and competent employees
are retained
Recruitment and selection
Job satisfaction
Higher right person
Motivation
Flexible work schedule
Show them career path
Offer competitive path
Human resource
manager
Prepared by
General Manager – Human
Resources (student’s) Name
General Manager – Human Resources
(student’s) Signature Date
Management approval (Trainer please  over boxes) Approved Not approved
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Management (trainer) Name Michal Tomcik /Andrey Loburets Management (trainer) Initials Date
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c. Stakeholder communication and engagement plan
Stakeholder name
Level of engagement
(inform, involve, consult,
collaborate)
Communication message
(which strategy is allocated to be follow-up)
Performance expectations and responsibilities
(briefly describe what they have to do)
Timeline for
completion
Senior Management
CEO Inform
To achieve organization set goal
Develop effective and efficient
transportation strategy
To achieve the organizational goals and objectives Two months
Marketing Inform, involve Analyzing the market and promoting
promotion Developing marketing strategies in line with the company objectives One month
Finance Consult Finance needed and participation of the
stakeholders Financial aspect needed for transportation and implementation of strategy One month
Human
Resources Consult , collaborate Employees engagement of the new
plan
Recruiting new employees and focusing on new policies
Using KPI for performance evaluation
Three months
Strategic
Management Collaborate Strategies to achieve the goal Monitoring, planning, analyzing and assessment in order to meet the organization goal.
Propose models and identifies the transportation strategy development (multi
criteria decision
Two months
External Management
Consultant Consult and collaborate To conduct the evaluation and
evaluation strategies Providing alternatives and new ideas to the business 15 days
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d. Develop human resource service agreement and obtain approval from senior management
Human Resource Service Level Agreement Template
Objective of the
agreement
The purpose of this Human Resource Service Level Agreement is to describe the key services the External Management Consultant provides and the quality
standards agreed with the organization’s employees in terms of service delivery. This Agreement sets out:
 the services that the External Management Consultant provides to the employees
 a mechanism for feedback relating to the delivery of the service
Service user National Transport Company
Objective of the service To promote various researches relating to national and regional transport planning policy to improve the social and economic environment globally.
What Who When Approval
Areas of concern Identification of training services
(types of programs)
Intended for which
group of employees
Service to be
provided
Review on
training
services
Yes No
Managing customer
service via telephone
Business etiquettes course
Communication skills course and workshop directory
Cross-culture course training program
Sales team Initial period 1 month 
Adopting technology-
based processes at the
workplace
Automation
Technology based learning
Simulators
Cloud computing
IT employees Mid joinng 2 months 
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What Who When Approval
Areas of concern Identification of training services
(types of programs)
Intended for which
group of employees
Service to be
provided
Review on
training
services
Yes No
Maintaining OHS standards
Equipment usage training
Live example training
Giving proper guidelines
Abiding with the policies and procedures
Employees carrying out
operations After joining 2 months 
Reducing turnover of
staffing by 10%
Employee
Succession planning
Talent management training
Periodic training to the employees
Dissatisfied or new
employees
Initial period and
mid joining Periodically 
Feedback mechanism relating to the delivery of the service
Feedback by employees
relating to the delivery
of the service
The training provided to the employees was very helpful they were able to take appropriate measure before assessing any task.
The guidelines helped them to properly utilize the equipment.
The training helped them to learn new things and were satisfied with the job profile as they grew interest in their jobs.
Evaluation by senior
management of
learning and
development must be
conducted
The learning and development helps to fulfill the training gaps and opportunities for training employees.
It also collects information that helps to determine the improvement of the program
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Provision of additional
training support if
required
This would create motivation within the employees, if additional training is provided to the employees
The relevance of
training must be able to
align with organizational
strategies
The company goal must be clear
Communicating the company vision and strategy
Employees must focus on attaining their goal with the company framework
Prepared by
External Management
Consultant (student’s) Name
External Management Consultant
(student’s) Signature Date
Management approval (Trainer please  over boxes) Approved Not approved
Management (trainer) Name Michal Tomcik /Andrey Loburets Management (trainer) Initials Date
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e. Evaluation of the Human Resources Service Plan Survey ( for trainer use and please  )
Develop human resource service agreement Satisfied Neither Not
satisfied
 Managing customer service via telephone
 Adopting technology-based processes at the workplace
 Maintaining OHS standards
 Reducing turnover of staffing by 10%
Feedback
Management (trainer) Initials Date
Support agreed to change processes after feedback analysis
External Management Consultant
(student’s) Name
External Management Consultant
(student’s) Signature Date
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Assessment Task 2
1. You are the new HR manager of a national transport company. The transport company has recently requested
you to prepare and conduct a presentation to HR employees that describes the following:
 Identify five things that they should be aware of the ethical expectations of their behaviors and discuss
what are the measures for dealing with unethical behavior
 Define a code of conduct for the organization and explain to them the importance of adhering
organization’s code of conduct
 Describe how privacy legislation in terms of observing confidentiality requirements can have an impact
on the collection, retention, use and disclosure of HR information
Demonstration/ observation checklist
Candidate’s name
Assessor’s name Michal Tomcik /Andrey Loburets
Work activity
Date
Slide 1 – Cover page
which should include
company’s name, title
of the presentation
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Slide 2 – Introduction
of this presentation
and objectives to be
achieved
Slide 3 – Ethical
behaviour
expectations
Slide 4 - Measures for
dealing with unethical
behaviour
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Slide 5 - Code of
conduct for the
organization
Slide 6 – The
importance of
adhering the code of
conduct
Slide 7 – Privacy
legislation in practice
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Slide 8 – Observing
confidentiality when
dealing with all human
resource information
Slide 9 – Questions
Slide 10 – Thank you.
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Criterion
Presentation Observation/ Demonstration Marking Rubric
4 3 2 1 Mark
Visual Appeal
There are no errors in spelling,
grammar and punctuation.
Information is clear and concise
on each slide.
Visually appealing/engaging.
There are some errors in spelling,
grammar and punctuation. Too
much information on two or more
slides.
Significant visual appeal.
There are many errors in spelling,
grammar and punctuation. Too
much information was contained
on many slides.
Minimal effort made to make
slides appealing or too much
going on.
There are many errors in spelling,
grammar and punctuation. The
slides were difficult to read and
too much information had been
copied onto them.
No visual appeal.
Comprehension
Extensive knowledge of topic.
Members showed complete
understanding of assignment.
Accurately answered all
questions posed.
Most showed a good
understanding of topic.
All members able to answer most
of audience questions.
Few members showed good
understanding of some parts of
topic.
Only some members accurately
answered questions.
Presenters didn’t understand
topic.
Majority of questions answered
by only one member or majority
of information incorrect.
Presentation
Skills
Regular/constant eye contact,
The audience was engaged, and
presenters held the audience’s
attention.
Appropriate speaking volume &
body language.
Most members spoke to majority
of audience; steady eye contact.
The audience was engaged by
the presentation.
Majority of presenters spoke at a
suitable volume.
Some fidgeting by member(s).
Members focused on only part of
audience.
Sporadic eye contact by more
than one presenter.
The audience was distracted.
Speakers could be heard by only
half of the audience. Body
language was distracting.
Minimal eye contact by more than
one member focusing on small
part of audience. The audience
was not engaged.
Majority of presenters spoke too
quickly or quietly making it difficult
to understand.
Inappropriate/disinterested body
language.
Content
The presentation was a concise
summary of the topic with all
questions answered.
Comprehensive and complete
coverage of information.
The presentation was a good
summary of the topic.
Most important information
covered; little irrelevant info.
The presentation was informative
but several elements went
unanswered.
Much of the information
irrelevant; coverage of some of
major points.
The presentation was a brief look
at the topic but many questions
were left unanswered.
Majority of information irrelevant
and significant points left out.
Total
Comments
Assessor’s name Michal Tomcik /Andrey Loburets
Assessor’s initials Date
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2. Discuss the various Human Resource metrics and how can you obtained this information
HR Metrics How does it work? How can you obtain this information?
Employee retention
rate
The ability of the organization to retain its
employees (80% a retention rate )
Divide the number of employees who has
left during a period by the total number of
employees at the end of a period to get the
percentage.
Cost of employee
turnover
For example 100 employees and an average
annual salary of $10,000 that loses 9
employees per year to turnover has an
annual employee turnover cost of just over $
90,000
Multiplying the cost of turnover, simply
multiply to total cost per employee by the
number of departing employee
Training and
onboarding expenses
The average cost is $ 1,296 per employee
and the training cost per employee is $ 1,
252
The companies with 500 employees the cost
can be $ 1,888 per employees
Revenue per employee It measures the revenue generated by each
employee of the company on average
The company’s total revenue is divided by
the average number of employees for the
period.
3. Discuss the importance of keeping the following information to support human resources services
Employee
performance
appraisals
This helps the employee to know where the employee is standing in job performance and
helps self-development that is beneficial for the company. It provides positive feedback to the
employees.
Employee pay records The employee pay records is important as it promotes accurate information of the employee
data and help minimize any dispute between the employee and employer.
Employee training
records
It determines the employee progress in the organization and is used as a basis of goal
setting. This also aids in selecting staff assignment by overlapping the required skills and
matching the competencies.
Customer feedback/
satisfaction records on
employees
It helps to improve the product and service, it helps to measure the customer satisfaction.
It also shows that the company value their opinion.
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Assessment Submission Checklist to be completed by the Trainer/Assessor
Unit name: BSBHRM501 Manage human resource services
Assessment: Task 1
Did the student complete and provide evidence for the following (please  ): Yes No
1. Did the student conducted a meeting?
2. Submit a completed analysis and management of strategies for the delivery of human resource
services?
3. Submit documents within the agreed timeframe?
Has the learner proven they can (please  ): Yes No
1.1 Analyse business strategy and operational plans to determine human resource requirements
1.2 Review external business environment and likely impact on organisation's human resource
requirements
1.3 Consult line and senior managers to identify human resource needs in their areas
1.4 Review organisation's requirements for diversity in the workforce
1.5 Develop options for delivery of human resource services that comply with legislative requirements,
organisational policies and business goals
1.6 Develop and agree on strategies and action plans for delivery of human resource services
1.7 Agree and document roles and responsibilities of human resource team, line managers, and
external contractors
2.1 Develop and communicate information about human resource strategies and services to internal
and external stakeholders
2.2 Develop and negotiate service agreements between the human resource team, service providers
and client groups
2.3 Document and communicate service specifications, performance standards and timeframes
2.4 Identify and arrange training support if required
2.5 Agree on, and arrange monitoring of quality assurance processes
2.6 Ensure that services are delivered by appropriate providers, according to service agreements and
operational plans
2.7 Identify and rectify underperformance of human resource team or service providers
3.2 Survey clients to determine level of satisfaction
3.3 Capture ongoing client feedback for the review processes
3.4 Analyse feedback and surveys and recommend changes to service delivery
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3.5 Obtain approvals to variations in service delivery from appropriate managers
3.6 Support agreed change processes across the organisation
Feedback and result outcome for Task 1: Yes
Satisfactory
Not Yet Satisfactory
Re-assessment required
Unit name: BSBHRM501 Manage human resource services
Assessment: Task 2
Did the student complete and provide evidence for the following (please  ): Yes No
4. Did the student conducted a presentation?
5. Submit and explain a code of conduct?
6. Submit documents within the agreed timeframe?
Has the learner proven they can (please  ): Yes No
2.8 Identify appropriate return on investment of providing human resource services
3.1 Establish systems for gathering and storing information needed to provide human resource
services
4.1 Ensure personal behaviour is consistently ethical and reflects values of the organisation
4.2 Ensure code of conduct is observed across the organisation, and its expectations are incorporated
in human resource policies and practices
4.3 Observe confidentiality requirements in dealing with all human resource information
4.4 Deal promptly with unethical behaviour
4.5 Ensure all persons responsible for human resource functions understand requirements regarding
their ethical behaviour
Feedback and result outcome for Task 2: Yes
Satisfactory
Not Yet Satisfactory
Re-assessment required
Assessment Summary Result (please  )
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BSB50215 Diploma of Business/ BSBHRM501/ 2019/ T2/ Assessment Tool Page 24 of 25

Task 1 Case demonstration/ checklist S NYS DN
S
Task 2 Case demonstration/ checklist and short
questions S NYS DN
S
Final Assessment Result for this unit C NY
C
Feedback is given to the student on each Assessment task YES NO
Feedback is given to the student on final outcome of the unit YES NO
Trainer/ Assessor’s declaration: I hereby certify that the above student has been assessed by myself and all assessments are carried
out as required by the Principles of Assessments (Clause 1.8 of the Standards for RTO 2015).
Trainer/ Assessor’s
Initials
Date
Appeal Process (only for mitigating circumstances)
I would like to appeal the outcome of this assessment as per the appeals procedure in the Student Handbook
Student Signature Date
V2019.T2. 1.0
BSB50215 Diploma of Business/ BSBHRM501/ 2019/ T2/ Assessment Tool Page 25 of 25