BSBHRM501 Diploma HRM: Manage Human Resource Services Assessment

This assignment solution for BSBHRM501 explores various aspects of human resource management, including the importance of consulting line and senior managers, key HR services and their delivery, necessary skills for EAP service providers, and the significance and challenges of calculating ROI for HR services. It differentiates between quantitative and qualitative data for evaluating HR service delivery and identifies key legal and compliance requirements. The solution also discusses the link between HR strategies and business plans, performance and contract management, and the use of feedback in modifying HR delivery. Task 2 focuses on different training methods, organizational values, and remedial actions for underperforming agencies. It also includes client satisfaction and service usage surveys, analytical methods such as the audit method, and HR's role in risk assessment and performance management.

Task 1 - Knowledge
1. Why should HR Professionals consult line and senior managers about human resources needs
in their areas? Provide at least five reasons.
Five reasons for HR professionals to consult line and senior manager:
 To provide staffing process of the department
 To provide strategy related to workforce
 To ensure proper performance management practice
 To combat crisis management related to conflict resolution
 To comply with legislative parameters related to labor and employee law
 To ensure proper frame of training and development for the employees
2. What are the ten HR services that might need to be delivered in accordance with a service
agreement or plan?
Ten HR services to be rendered by HR professional as per service agreement or plan:
 Recruitment of staff followed by selection and induction
 Training process to develop skills of workforce
 Proper appraisal system related to performance with necessary counseling for
betterment of workforce ability
 Frame the structure of remuneration, benefits and reward program
 Strategic advice related to statutory industrial relation
 Process of systematic rehabilitation to ensure return to work
 Compensation of workers
 Selection process to ensure competency and subsequent development
 Risk assessment by identifying workplace hazard
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 Necessary steps to avert those professional hazards
3. What skills, knowledge, experience, qualifications, and abilities might be appropriate
providers of one HR service (e.g. EAP Services) need to have? (75-150 Words)
Skills required for EAP services are:
 Excellent communication skill
 To work with different level of employees and union body
 Identification strategies of workplace problem
 Related problem solving
 Promotional training
 Intervention strategies
Knowledge required for EAP services are:
 Principles and practices of EAP
 Critical Incidental Stress Management (CISM) program
Experience required for EAP services are:
 Properly trained EAP professionals for the situation they have to face
 To handle different layer of persons with conflict situation
 To ensure amicable solution about the problems occur during the course of time
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Qualification required for EAP services are Masters Degree holders in metal health related field
like social work or counseling including substance abuse counseling. The requirement also
demands Certified Employee Assistance professional or CEAP with mentioned credentials.
Abilities of EAP service providers are:
 To prove multicultural competency
 To provide amicable solution to the problem
 To ensure flexibility with communication skill to adhere problem and provide solution.
4. What is a 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?
(100-175 words).
Definition of ROI or Return on Investment depicts that it is form of mathematical calculation in
financial terms to find out the financial return on any investments made for any business. This
tool can be used to
Assess the wroth of any project or unit in smaller sense with critical allocation of investment on
which return is to be derived.
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The concept of ROI calculation in HR is difficult due to its nature of unquantifiable outcome. As
every unit of any organization is ready to provide ROI for the effort, HR also seems to provide
the same in order to quantify its contribution to the investment.
It is important to make specified effort for deriving ROI on HR services. It is advised to use
quantifiable metrics for improvement of the credential of HR service as a profession to enable
the higher management to identify measurable and specific route to derive the benefit extended
by HR service to the organization.
5. Explain the difference between quantitative and qualitative information that might be
gathered to evaluate the organization’s human resource service delivery. (150-200 words).
Quantitative and qualitative data are most important tools to evaluate employees’ contribution in
any organization in respect of HR service delivery. It is not possible to gather quantitative data if
the measurable benchmark is not set. Basic differences of quantitative and qualitative data
analysis in case of HR service delivery are:
Quantitative data:
 Measurable benchmark can be set
 Evaluation process for performance management is easier
 Reward program can be set and appraised as per quantifiable accomplishment
 Manufacturing units are best examples for application of this concept.
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 Employees can be marked easily with the marking of excellent, good, satisfactory and
poor as per achievement against target set.
Qualitative data
 Gathered based on observations
 Main domains are behaviors, working habits and the barrier faced by the employees to
perform their duties
 Need of more than one supervisors to conclude with effective qualitative data to avoid
biased report on employees
 Can be used for escalation of job quality and mitigation of obstacles in workplace
through continuous and attentive study followed by subsequent qualitative data
accumulation.
6. Identify the key provisions of legal and compliance requirements that apply to managing
human resources?
Like other corporate operation, HR service is reckoned as one of the most important department
related to employee recruitment, compensation, workplace environment maintenance, anti
discrimination and fair work provision for the employees. There are provisions in the levels of
local, state, federal and international authorities to comply with related to HR services. Non
compliance of such legislations in any of the above levels may attract penalties for the
management and HR department is responsible to comply with those provisions in every level to
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ensure proper workplace ambience and satisfactory compensation pattern to meet the needs of
the employees.
7. Briefly explain how human resource strategies and planning processes link to business and
operational plans.
HR service always helps the organization to have its employee strength as per requirement of
quality and numbers. For ensuring successful strategies and planning process for the business
and operation plans of any organization, four aspects are to be considered:
 Assessment of present capacity of HR
 Forecasting of future requirement of HR
 Development of talent exploration strategies
 Review with evaluation of present HR plan.
8. Briefly describe performance and contract management.
Performance management is described as a continuous process of communication between
employees and his supervisor. Basic objective of this management process is to ensure
accomplishment of the set strategic objective of the business entity. This process is consisting of
expectation clarity, fixation of objective-long and short term, identification of goals with
provision of feedback and review of results. 1
1 Berkley Human Resources ,Performance Management-Definition, https://hr.berkeley.edu/hr-network/central-
guide-managing-hr/managing-hr/managing-successfully/performance-management/concepts
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Contract management in HR is described as hiring people from outside and not including them in
the regular payroll of employees by any organization. Example of such contract management is
outsourcing job to external entities. This option has no liabilities which normally the
organization ahs to comply with for regular payroll employees. It is easy to terminate. But the
main problem is to ensure result from the contract as the service provider is bound by contracts
and not by employment rules.
9. Briefly describe how feedback is used to modify the delivery of human resources.
Feedback is an important tool for HR management. Mainly feedback comes from the employees
to the HR management. Feedback enables HR department to evaluate performance of the
employees with respective domains of obstacles faced to perform by the employee. To ensure
better delivery of HR, feedback process is to be maintained on continuous basis to find out the
performers accomplishing organizational objective in micro level.2
2 Okechukwu E. Amah, Curtin university of Technology, Feedback Management
Strategies in Perceived Good and Poor Performance: The Role of Source Attributes
and Recipient’s Personality Disposition, 2008
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Task 2 – Knowledge
1. In one sentence explain what each of the following is:
a. Self-study- Self Study is the method to ensure learning through different media
without attending tradition classroom under the supervision of teachers.
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b. On-site training- On-site training is such mode of training, which provides hands-on
practical training for an individual or group with minimized cost at place of
occurrence.
c. Off-site training- Off-site training is such mode of training, which is organized in
different place from the place of occurrence of the job.
d. One-on-one training- One-on-one training happens between two persons of which one
person is the expert and the other is learner related to the subject of training.
e. Mentoring- Mentoring is such option through which an expert is deployed to share his
knowledge with the receivers with support and feedback to enhance knowledge base
of an individual.
f. Action learning sets- Action learning sets are structured method to enable small
groups of individuals to face complex issues through regular meeting and collective
work enhancing personal and learning development for managerial cadre.
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g. Job rotation- Job rotation is such process which can enable systematic transfer of job
from one employee to other in order to ensure further training, enhancement of career
and get escape from boredom of job.
h. Job shadowing- job shadowing is such activity which allows an individual to spend
time with an individual who is conversant with that job enabling the individual to
learn how to do the job.
2. For each value listed, describe three of the behaviors you could display to ensure you reflect
the organizational values.
i. Value: Trustworthiness
i. Behaviors might include: loyalty to the organization; timely delivery of the
job; disclose any odd event within the organization.
j. Value: Caring for others
i. Behaviors might include: helping other to understand and perform the job;
standing beside others in case of their needs; proactively share knowledge
with others.
a. Value: Civic virtue
i. Behaviors might include: environmental consciousness; proving civic
sensibility; responsible to the society and community.
b. Value: Justice and Fairness
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i. Behaviors might include: knowledge and implementation of basic rights;
financial fairness; protest for any unlawful occurrence.
c. Value: Respect
i. Behaviors might include: respect to the superiors; acknowledge the
contribution of the predecessors; honor the views of juniors.
3. You are the HR Manager of an organization that uses an external agency to delivery training
modules to employees.
You are concerned that the agency is underperforming. They are not complying with the
service agreement governing the delivery of HR Services. You decide to take remedial
action.
What action might you take? Provide at least five examples.
Remedial action which may be taken:
 Replacement of agency
 Reminding the agency of their deliverables as per guideline fixed
 Termination of contract with application of penalty clause
 Arrangement of on-site training
 Remodeling the training program in more strict compliance from the agency
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4. You are a HR Manager of a large organization. Your department provides HR services to
internal and external clients. You have decided to survey the department’s clients to
determine their satisfaction levels of the services being provided to them.
Undertake your own research to locate information about:
a) Client satisfaction surveys- This survey is to find out the loopholes of HR services
provided to clients and find the level of satisfaction reflected by the clients.
Questions-a) what is your expectation and accomplishment of this service?
b) How you recommend enhancing level of this service?
b) Service usage surveys- This survey can ensure the service provider to understand the
level of expectation as per change of knowledge of the clients.
Questions- a) Industry category
b) Client satisfaction with ranking related to CSR promotion
c) One other type of survey which should be used- Online survey by questionnaire to be
sent to the clients with questions confirming the satisfaction level of the clients.
Questions- a) do you find worthiness of our service to your organization?
b) What can be done to enhance service level for better deliverance related to
community program?
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Describe each type of survey in one or two sentences. Provide two examples of questions
used in each type of survey.
5. Explain each of these analytical methods in one paragraph:
a. The audit method- HR department should conduct periodical audit of the employees
department-wise. This process should include checking of employment records,
compensation details, qualification details and standard of performance.
b. The analytical method- Analytical method is the process to identify and determine the
responsibilities, duties and feature of specified job. This method enables collection of
data related to any job to get it done by eligible person empowered by experience,
knowledge, skills and required qualification.
c. The budget method- The Budget method is depending upon different historical
financial information. This method is depending upon forecasting of HR service
including expected expense and ROI of HR analysis with other factors to be
considered for this purpose.
d. The ratio method- This method is the basis of HR forecasting and is depending of
historical financial data to determine the projected cost of HR for any unit in micro
level or overall organization in macro level.
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e. The balanced scorecard- This module is developed by Kaplan and Norton in 1992.
There four components for this model- financial, customer, process and learning and
development component. From these four components HR uses to derive balanced
score card for employees of any organization.
Task 3 A- checklist
Yes No To do Yes No To do
Code of conduct Leave
Recruitment & selection Dress code
Parental leave Grievance resolution
Performance management Termination
Discipline Harassment & bullying
Anti-discrimination Privacy
Internet & email Mobile phone
Smoking Drug & alcohol
Company vehicles Use of company property
Copyright Confidentiality
Training & development Travel
Flexible work Expenses
Occupational health &
safety
WorkSafe / return to
work
Yes No To
do
Have all staff read, and agree to abide by, the organisation’s policies and procedures as a condition of
employment?
Is all staff aware of organisational policies and procedures through induction and ongoing training?
Do you regularly review your policies and procedures for compliance, legislation and best practice?
Yes N
o
To
do
Accurately document the position; advertise the details of the position with clear selection criteria; and use an
application form and make a merit-based appointment, according to the stated criteria?
Inspect and copy all relevant documents, including evidence this person is authorised to work in Australia? (The
employee must be either an Australian citizen or a person who is legally resident in Australia and has permission to
work here. For non-citizens, it is recommended that you use Visa Entitlement Verification Online (VEVO)
Request referees and carry out a thorough reference check?
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Make offers of employment conditional on the outcome of pre-employment screening such as police checks and
medicals (if required)?
(Pre-employment medicals should be used cautiously and not as a matter of policy but rather when the job
description requires certain physical and/or mental attributes. The focus of the testing should be on the job
requirements identified in the position description. They should not be used to unfairly discriminate against people
with a disability
or people who have any other attributes for which it is unlawful to discriminate. Misuse of a pre-employment medical
may leave a company liable to a discrimination claim.
An employer should only ask a prospective employee to disclose
a criminal record if a criminal record is relevant to the particular job.
If the employer refuses a person employment because of a criminal record, and the criminal record is irrelevant to
the job, the employee can make a discrimination complaint to the Human Rights Commission.)
Forward a contract setting out the terms and conditions of employment?
Pay male and female employees equal pay for broadly similar or equal work?
Have a structured induction program for new staff?
Part 3 B
It is not ethical for Bowen to access employment record of Petra. It is confidential and should be the
property of the organization in which Petra was working. Taking the undue advantage of his friendship
with Joe, he has tried to access the employment record to assess her credibility to work in the
organization of Bowen. Bowen should not ask for it from Joe, instead he should ask the official source of
the company of Petra for her employment record to know the track record of Petra as an employee.
Task 4 – Summative
1. Identify 5 key pieces of legislation that apply to managing human resources. Provide 5 examples of
what the key provisions of industrial legislation relate to.
5 Key Pieces:
Fair work Act, 2009
Fair work Relation 2009
Public Sector management Act 1995
Occupational health and safety (CW employment Act) 1991
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Work Cover Corporation Act 1994
5 examples of key provisions of industrial legislation:
To protect workers from race and sex discrimination
To ensure minimum wages for workers
To provide healthy working environment
To provide occupational health and safety for the workers
To ensure rehabilitation after any accident for workers
2. Summarize the seven elements that are found in a well-written code of conduct.
Disciplinary rule should be complied with; guideline for breach of code of conduct; specified penalty for
breach of code; authority responsible for penalty implementation for breach of code; notification to the
person responsible for breach of code; proper hearing to be ensured before any disciplinary action;
written documentation of the proceedings for breach of code.
3. Explain how human resource strategies and planning services relate to operational plans,
particularly in relation to labor requirements. (250-300 words).
Labor requirement is mainly to protect their interest of earning and living a healthy life. Human resource
strategies are made to ensure that as per the guideline fixed by the government. Main emphasis is given
on HR strategies to focus on the organizational objective with the compliance of HR laws. An
organization cannot ignore the organizational interest to look into labor requirement. Hence HR service
is there to make the balance of the labor requirement and the company objective as per the guideline
fixed by the government to protect labor interest. Main objective is to provide social security to the
labor with the compensation offered and other benefits for the labors to survive. Labor requirements
are mainly projected through union and it is the prime of HR management to comply with their
demands to the limit of the organizational offers.
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4. Describe the problems with performance that might be identified when managing contracts. Identify
two possible root causes of performance problems. (15-200 words).
Contract management is based upon the requirement of the organization and the ability of the vendor
to meet that demand. Contract can be signed, but may not be complied with as per the agreement by
the vendor. Two basic problems of performance are- a) compensation and b) working resources.
5. Explain how feedback can be used to modify the delivery of human resource se4rvices. Provide at
least 10 examples.
Examples:
 Ask the employee of not delivering as per set objective
 Ask the employee of not fixing realistic goal
 Disengagement of employee
 Non-proactive employee
 If an employee make a mistake
 Non friendly attitude towards colleague
 Any employee not get along with others
 Time wasting attitude of any employee
 Employee with poor time management
 Declination of employee performance
Task 5 – Summative Project
You are a HR manager for a bank. You have been asked to manage the development and delivery of HR
services in one area. Complete the tasks using information gathered from your own research and
knowledge you have obtained during your study.
Outline your ideas in a report to submit to your trainer/assessor via a negotiated method.
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1. Choose either the delivery of HR client services or recruitment services. Provide a 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.
I prefer recruitment service with the experts in banking sector will be hired under company payroll.
Services will be to engage for all jobs of banking operation including security services. The objective is to
get dedicated service for the bank by the hired staff.
2. Explain how the bank’s strategic and operational plans would be used to develop and manage
human resource services.
To engage in recruitment, training, compensation fixing, looking after employee welfare and secure
objective of the bank
3. Explain how what is happening in the external business environment might affect the development
and management of human resource services.
In case of abnormal situation by external business environment, HR service can be disrupted by affecting
the retention and extraction of desired service level from the employee.
4. Explain how you would manage diversity.
Diversity in workplace is to be handled by proper workshop arrangement for the employees by
providing the knowledge of evil effect of diversity.
5. Develop a client needs assessment form which could be distributed to line managers to identify
their needs in your chosen HR service area.
Name
Company
Age
Sex
HR service expectation
Level of fulfillment
Area of lacking
Proposal for development
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6. Describe the requirements of legislation which applies in your chosen area and explain how you can
ensure those requirements are met.
Requirement of legislation in HR service is fair Work Act 2009 which will ensure fairness in workplace for
the employees
7. Develop an action plan/strategic plan that could be used to implement HR services in your chosen
area.
To ensure Fair Work Act 2009 ensures fairness in workplace. Action plan is designed in the form of
fixation of do’s and don’ts for the employees to comply with the act.
8. Describe the ethical obligations relating to your chosen service area which HR Managers should
observe.
Ethical obligation is to provide fairness in employee treatment with no discrimination as per ethnicity,
sex or religion for the employees.
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