Assessment Report: Human Resource Strategies and Services - BSBHRM501

This report, based on the BSBHRM501 unit, delves into human resource strategies, planning, and service delivery within a banking context. It covers topics such as aligning HR strategies with operational plans, identifying performance problems in contract management, and using feedback to improve service delivery. The report also examines the development and management of recruitment services, strategic and operational plans, and the impact of the external business environment. Furthermore, it addresses topics like managing diversity, client needs assessment, legislative requirements, service agreements, action plans, quality assurance, ROI calculation, client feedback surveys, and ethical obligations. The report includes detailed analyses of various activities, such as preparing service agreements, conducting training needs analysis, monitoring service delivery, and addressing ethical issues, all aimed at providing a comprehensive understanding of human resource management practices.

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.