Employee Training Participation & Service Level Agreement

This assignment focuses on the participation of employees in training within an organization. It emphasizes the importance of considering social norms and creating strategic plans to accomplish goals and objectives. The task recommends establishing service level agreements before providing services to employees. The document is supported by references from books, journals, and online sources, including studies on early childhood educators' professional development, infectious diseases physicians' consultative activities, nurse turnover rates, probabilistic modeling of computing demand for service level agreements, consistency-based service level agreements for cloud storage, and nurse retention strategies.

BSBHRM501 assignment 1

Table of Contents
INTRODUCTION...........................................................................................................................1
1 Business description ................................................................................................................1
2 Strategic and operational plan of the company........................................................................1
3 Consultation with stakeholders to identify HR needs..............................................................1
4 Specific human resource service .............................................................................................1
5 Legislation relevant to the service............................................................................................2
6 Option for delivering service...................................................................................................2
7 a) Implementation plan ...........................................................................................................2
b) Monitoring to measure progress.............................................................................................3
8 Estimation of return of investments for service delivery ........................................................3
9 Identification for training support for participants involved in service delivery.....................4
10 Communication methods for providing service specification and standards to stakeholders
in implementing SLA..................................................................................................................4
11 Ethical practices and code of conduct....................................................................................5
12 Service level agreement ........................................................................................................5
CONCLUSION................................................................................................................................7
REFERENCES ...............................................................................................................................8
APPENDIX......................................................................................................................................9

INTRODUCTION
1 Business description
STAR industries is manufacturing company which is based in Australia. The organisation
works in manufacturing industry of the country (Ingram and et.al, 2014). The company has
more than 30 employees. It is retailer and wholesaler enterprise which make widows and door
for commercial and residential purposes. Hierarchical structure is used in the organisation.
Market position of the company is also very high and the firm believes in providing high quality
product and services to its customers. Company gets highly affected by external environment
factors like political, economical, social, technological, legal etc. These factors of external
environment highly affects the performance of the organisation.
2 Strategic and operational plan of the company
Strategic plan of the company is to provide superior quality products to its consumers
there by making high profit form sales. Operation plan of the organisation is to take contributions
for its employee and staff members to accomplish objectives of the organisation (Hadley,
Waniganayake and Shepherd, 2015). Human resources of the organisation provides training of
staff in customer service. This training help in improving skills of employees so that goals of
organisation can be accomplished. HR of the firm also conduct recruitment and selection which
supports in maintaining work in the company. The firm aims at providing high quality services in
effective manner.
3 Consultation with stakeholders to identify HR needs
Human resource department of STAR industries have consulted with stake holders by
sending them Emails and by conducting open discussion (STAR industries. 2017). Consultation
with employees is done to give information about training programs and WH & S requirements
of them.
4 Specific human resource service
STAR industries requires training and development human resource service in a specific
area . Training is required for employees because it help them in getting required skills for
performing a particular work (Hadley, Waniganayake and Shepherd, 2015). Training will
support in educating workers about how to do effective work with using technology. It also help
in development of employee's career. Productivity and profitability of the organisation can be
increased by providing training to workers. Training also supports in promoting health and
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safety among staff workers. It also help in ensuring laws and regulation made for the employees
of the organisation. Morale of the employees gets boosted and chances of promotion increases.
Human resource of the organisation will provide trainings on workplace health and safety so
that worker can work safely. This will help in making policies in workplace safety also. These
policies and practices will also support in ensuring safety of workers.
5 Legislation relevant to the service
There are some laws and legislation in Australia which must be complied by STAR
industries while providing training to its workers.
 Training and skill development act 2008 : This act is made for companies while
providing training to its workers. This act provides authority to organisation conducing
training and development practices to employees (Shenoy, Gorinevsky and Laptev,
2016). The legislation gives rights to organisation to complaint regarding any barriers in
accessing education.
6 Option for delivering service
There are various option by which human resources of STAR industries for providing
training to its employees (STAR industries. 2017). For delivering training to workers organisation
can call: Internal trainers: Company can call internal trainers like to level staff and seniors who
have experience about the work conducted in the company. Internal trainers will provide
guidance to workers about the work of company (Terry and et.al, 2013). They will also
help in improving the interpersonal skills of workers. These trainers will also support in
making employees familiar with processes and procedures of the organisation.
 External trainers: External trainer can be called from big enterprises and companies who
can provide training to employees regarding working procedure of STAR industries.
External trainers will provide counselling to workers about the work of company. They
will also help in enhancing the interpersonal skills of workers (Roche and et.al, 2015).
These trainers will also assist in making employees familiar with processes and
operations of the organisation. Training from external trainers will support in educating
workers about how to do effective work with using technology
7 a) Implementation plan
Name of service : Training and development
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Service specification Performance Standard Time frame
Training Improvement in the skills of
employees , enhancement in
competencies
2 weeks
Development Improvement in employees
morale and work efficiency
3-4 weeks
b) Monitoring to measure progress
STAR industries can use Kirk Patrick model to monitor the progress and effectiveness of
training (STAR industries. 2017). This model supports in monitoring the training provided by the
trainer to employees. In this model there are 4 stages which helps in evaluating the progress of
training and development. Stages are as follows:
Level 1: Reaction
In this level it is checked whether the participants of training found it good or not.
Training effectiveness and it applicability in working procedure of company is checked (Twigg,
and McCullough, 2014).
Level 2: Learning
In this level degree of knowledge acquisition by employees in training is evaluated.
Skills, self-confidence, attitude and commitment to training can be monitored by organisation.
Level 3: Behaviour
At this level degree of usage of knowledge acquired by employees is monitored.
Application of provided training on job is checked.
Level 4: Results
In this level the company's human resources can monitor the degree to which set goals
are happening as results of training and help in package accountability.
8 Estimation of return of investments for service delivery
Formula for return of investment for service delivery is
ROI= Grain from investment- Cost of investment
Cost of investment
Define the anticipated benefits Anticipated cost
Skill of employees will be improved 50$
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Better customer service will be provided by
company
40 $
Employees will be able to work effectively 40$
WHS policy will help employees in working
safely at workplace
30$
9 Identification for training support for participants involved in service delivery
Training support that will be required by STAR industries in delivering service is as
follows: Study material : This will give guidance to the trainer while giving training to its
employees. This material will also support trainer in learning ways on how to provide
effective training. Reference material will be an aid for trainers (Terry and et.al, 2013).
It will support in demonstration and stimulation of work conducted in the company. Training location: A location for training would be a proper room or area where training
can be provided in effective manner. Location should be equipped with all the tools
required for training for employees. Training manuals : Training manual will support inexperienced trainers to get guidance
from manual. This will give directions to the simulator while giving education to its
employees. This manual will also support trainer in learning ways on how to render
effective training. Reference material will be an assistance for simulators. Other supporting materials: Apart for the above mentioned material other supporting
material would be required such as laptops, projectors, video, internet will be an aid for
providing training to employees.
 Reference materials : This training support will help trainer in providing proper training
to employees. Taking help from some reference material will support in giving
appropriate training.
10 Communication methods for providing service specification and standards to stakeholders in
implementing SLA
Stakeholder will be communicated by STAR industries in the following methods :
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 Emails: Stakeholders of the company will be informed about service specification by
sending emails. The management of the organisation can send whole information about
training and development by using emails (Terry and et.al, 2013). Telephonic conversations: Stakeholder of the STAR industries can be informed through
calls. Human resources of can call each individual about service specification.
 Meetings: Company can conduct meeting with stakeholders to discuss about service they
are providing to its employees.
11 Ethical practices and code of conduct
The STAR industries need to provide training to staff by taking all the ethical practices
in account. The organisation should provide training without any discrimination. All the
employees should be given equal opportunities to take participation in training (Roche and et.al,
2015). Social norms should be considered by organisation. Code of conduct will support in
making inclusive culture. Every rule described in code of conduct of the company should be
followed while providing training to staff people. It is important for the enterprise to give equal
opportunities to each member so that effective implementation of training can be made.
12 Service level agreement
SERVICE LEVEL AGREEMENT
Between
CLIENT
and
(Service provider)
SERVICE AGREEMENT
This document represents a form service agreement
between (Client)
and (Service Provider)
for (name of the service)
for the period from 29 July 2017 to 30 December
Signatures
For the Service Provider For the Client
signatures of STAR industries HR and trainers Signature of client
(Name) XYZ (Name) ABC
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(Title) (Title)
Date: 29 July 2017 Date: 29 July 2017
Contact details: 463470020 Contact details: 838200802
1. GENERAL INFORMATION
Agreement objectives: The purpose of this Service Level Agreement is to establish legal
agreement between service providers and the client. This agreement will help in providing
training by legal means.
Description of services: This Service Level Agreement covers the training to staff me members
about customer service and workplace health and safety practices. functions for: employees and
staff members.
Communications, reporting and review:
Supervisor of the STAR industries will be responsible for monitoring service levels. Primary
contact will be employees to whom the training will be given. Reviews will held after 2 weeks
or after completion of each training phase. The trainer and the staff workers of the company
will attend the this reporting reviews meeting.
2. TERMS AND CONDITIONS
Responsibilities of each party to the SLA: Each member involved in service delivery and
service consumer should follow all the rule and regulations describe in the code of conduct of
the company.
(Service Provider): Service provider should also follow all the ethical practices and and
regulation while providing training to the employees. Services must be provided without any
discrimination. All the employees should be given equal opportunities in getting service.
Client : Client of the company should not breach the contract and maintain all rules and
regulations policy.
Billing and payment arrangements :
Once the service will be delivered to client whole payment should be given .
Dispute resolution : During the service if any dispute will occur then mediator method
will be used to solve the issues.
Variations: The service provider can change and negotiate the funding , resources without
any prior information. Service can be modified any time.
Termination : The service can be terminated at at any time and no prior information would be
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given to the service consumers.
3) SERVICE SCHEDULES
Activities Agreed service
level/target
Measured by
(position title)
Time frame(s)
obligations
Training to staff
members about
consumer service
Level 5 Supervisor . Trainer 3 weeks
Training about work
place health and safety
Level 2 Trainer and safety
officer of the
company.
4 weeks
Training on
recruitment and
selection
Level 4 Trainer and safety
officer of the
company.
5 weeks
CONCLUSION
Summing up the above report it can be concluded that human resource of the STAR
industries need to provide training to employee regarding workplace health and safety and
customer services. It is required that service provider should also follow all the ethical practices
and and standards while providing grooming to the workers. Services must be provided without
any favouritism. All the employees should be given equal opportunities in getting service. The
STAR industries must provide training to personnel by taking all the ethical practices in
account. The system should provide training without any favouritism. All the employees should
be given fair opportunities to take participation in training. Social norms should be considered by
organisation. Strategic plans should be made by the company to accomplish its goals and
objectives. It is recommended that service level agreement should be made by each company
before providing services to employees.
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REFERENCES
Books and journals
Hadley, F., Waniganayake, M. and Shepherd, W., 2015. Contemporary practice in professional
learning and development of early childhood educators in Australia: reflections on what
works and why. Professional Development in Education. 41(2). pp.187-202.
http://www.sciencedirect.com/science/article/pii/S1198743X14654148
Ingram, P.R. and et.al, 2014. What do infectious diseases physicians do? A 2-week snapshot
of inpatient consultative activities across Australia, New Zealand and Singapore.Clinical
Microbiology and Infection. 20(10). pp.O737-O744.
https://books.google.co.in/books?id=zrktDQAAQBAJ&pg=PA131&lpg=PA131&dq
Roche, M.A. and et.al, 2015. The rate and cost of nurse turnover in Australia. Collegian.
22(4). pp.353-358.
http://ieeexplore.ieee.org/xpl/tocresult.jsp?isnumber=4629387&sortType%3Dasc_p_Sequence
%26filter%3DAND(p_IS_Number%3A4629387)&pageNumber=5
Shenoy, S., Gorinevsky, D. and Laptev, N., 2016. Probabilistic Modeling of Computing
Demand for Service Level Agreement. IEEE Transactions on Services Computing.
http://dl.acm.org/citation.cfm?id=2522713
Terry, D.B. and et.al, 2013, November. Consistency-based service level agreements for cloud
storage. In Proceedings of the Twenty-Fourth ACM Symposium on Operating Systems
Principles (pp. 309-324). ACM.
http://www.collegianjournal.com/article/S1322-7696(14)00042-0/pdf
Twigg, D. and McCullough, K., 2014. Nurse retention: a review of strategies to create and
enhance positive practice environments in clinical settings. International journal of nursing
studies, 51(1), pp.85-92.
http://www.journalofnursingstudies.com/article/S0020-7489(13)00158-2/references
Online
STAR industries. 2017. [Online]. Available through:
<https://www.dlsweb.rmit.edu.au/toolbox/hr/shared/intranet/about.htm>. [Accessed on 29th July
2017]
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APPENDIX
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