Report on BBC Industries: HR Services, SLA, and Survey Analysis

This report provides a comprehensive analysis of human resource services at BBC Industries, focusing on a service level agreement (SLA) designed to ensure effective sales and leasing product services. It outlines the goals, objectives, and periodic review process of the SLA, detailing the responsibilities of both BBC Industries and its customers. The report identifies problems such as service provider incompetency, poor coordination, and human resource manager negligence, recommending solutions like improved training, revised coordination procedures, and potential personnel changes. An employee survey assesses the effectiveness of training and overall satisfaction, revealing areas for improvement in training, coordination, and manager-employee relationships. The report concludes with recommendations for changes to enhance HR service delivery and employee satisfaction within BBC Industries. Desklib provides access to this and other solved assignments to support student learning.

Human Resource services 1
University
Human Resource services
by
Name
Date
Lecturer’s Name

Human Resource services 2
Human Resource services
Task 4
BBC Industries Service level agreement
1. Agreement overview
This agreement is a representation of a service level agreement between BBC industries
(herein referred to as the “seller” or “service provider”) and the client herein referred to as
the “client” or “customer” for providing sales or leasing products and services aimed at
serving the customers’ needs.
This agreement is considered valid until the services provided for in the agreement are fully
delivered or upon a revision of the same and drafting of a new one upon agreement between
the company and the customer.
This agreement serves as an outline of all the transactions covered as understood through a
mutual agreement by the primary parties. This agreement, therefore, does not supersede any
existing procedures and processes unless the same is stated explicitly herein.
2. Goals and objectives
This agreement serves the purpose of ensuring that all the proper commitments and elements
are in place for the provision of the intended services (sales/lease) of the products.
The primary goal of this agreement is to offer a mutual agreement regarding the sales or
leases of the products stated herein.
The primary objectives of this agreement are:

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 To clarify the reference product sales or lease terms and conditions regarding roles,
accountability, and responsibilities.
 To clarify the measurable concise description of product sales/lease terms to the
customer.
 To match the customers’ expectations with the actual service and support delivery.
3. Periodic review
This agreement is valid from the date of signing until the warranty period expired regarding
sales and valid till the lease period expires. Any extension must be mutually agreed upon and
further amendments made.
BBC industries take the responsibility of reviewing this documents and facilitating its
requirement contents. The company will incorporate all the required subsequent revisions
and get the consent from the parties concerned under agreement and approvals as may be
necessary from time to time.
Business manager: BBC industries – ……………. (customer)
Period of review one year
4. Service agreement:
The detailed parameters below are the company’s responsibility in the continuing support for
this agreement.
4.1. Scope of service
This agreement covers the following:
Sales of:
 Forklifts

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 Spare parts
 small trucks
Leases of:
 Forklifts
 Small trucks
4.2. Customer requirement
The customer is required to support this agreement by:
 Making prompt payments of all the agreed costs within the stated timeframes.
 Reasonable levels of customer representative availability in resolving sales or
lease disputes.
 Reasonable access levels to the company’s personnel whenever required.
4.3. BBC industries (The agreement owner) requirements.
 Timely response to issues related to product performance queries.
 An appropriate period of notice to the customer regarding delivery of the
products.
 Meeting all the stated deadlines unless there are mutually agreed upon
changes.
Signatories
BBC industries representative Customer representatives
Name: ……………………… Name: ………………………….
Position: ………………….. Position: ………………………..
Signature:………………… Signature ………………………

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Date: ………………………. Date ……………………………..
Task 5
Identified problems
The problems List the cause List the solution Recommend changes
Service provider incompetency Delayed training
Delayed staff
appointments
Poor coordination of roles
Inadequate assessment
and delivery of results.
Training as stated in the
SLA does not meet the
business needs
Draw up training timetable
Perform an immediate staff needs
assessment and make appointments.
Initiate new and effective
coordination procedures.
Ensure the delivery of results is up
to date.
Draw a training program which
focuses on the business goals and
objectives.
Review the SLA,
identify problems and
ensure that people power
is aware of the contents
and expectations of the
agreement. After which
give a warning, and if
there’s no change, then
the company must begin
the process of
terminating the services
of people power.
Poor coordination between the
sales managers and people power.
The managers are
sabotaging people power
by failing to provide the
deliverables for training.
Identify the reason for the sales
manager’s actions. Reprimand them
for their failure and ensure they
provide peoples power with all the
required support.
A change in the sales
management team would
be recommended if the
solution suggested

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doesn't work out.
Incompetency /negligence of the
human resource manager.
Providing incorrect
information on
remuneration to the
employees.
Poor training advice.
Ignoring the company’s
performance policy.
Poor partnership with the
team members.
Reprimand the human resource
manager for such actions.
Identify the human resource
manager’s source of data and
ascertain the accuracy.
Advice the human resource manager
on the importance of following the
company’s policies and partnering
with other managers.
The human resource
manager needs a
replacement, or the
company should
consider other options
such as outsourcing the
human resource services.
Survey on the effectiveness of training
Name ………………………………………..
Department…………………………………
Date…………………………………………
(Tick the applicable box)
Question Strongly agree Agree Somehow Disagree
The company
offers me all the
training needs

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I am satisfied
with my
performance.
The company
needs to enlist
the services of
another company
besides people
power.
I clearly
understand the
training
modules.
I have benefited
from the training
offered by
people power
The company
meets my
financial needs.

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I am happy with
the operational
processes of the
company.
The policies of
the company are
satisfactory to
me.
The company’s
legal obligations
are clear to me.
I enjoy working
with my
manager.
Analysis
From the survey, it can be concluded that most of the employees understand and benefit
from the training offered by people power to some extent. They are however not fully
satisfied. The other parameters show that the employees are fine with the system; however, a
few changes need to be done regarding training, coordination and improved relationships
with the managers. In general, the survey shows that no one absolutely agrees with the status
quo.