Feedback Report: Evaluation of HR Services (BSBHRM501)

This report presents a feedback analysis on HR services, focusing on a survey conducted among internal and external stakeholders regarding training programs. The report highlights issues related to ethics and confidentiality within the company, particularly concerning Service Level Agreements (SLAs). It emphasizes the importance of understanding stakeholder feedback and taking corrective actions to improve employee performance and address any identified gaps in training programs. The report underscores the role of the HR department in monitoring employee behavior, upholding ethical standards, and mitigating risks such as the disclosure of confidential information. The survey data is used to identify future training needs, and the report suggests strategies to improve service delivery, maintain ethical practices, and enhance overall organizational effectiveness. The report covers the importance of SLA, and its components and how it is useful for the organization. The report also covers the importance of the survey to understand the future needs of the employees and the organization.

Running Head: FEEDBACK REPORT 0
Feedback Report
Student details:

FEEDBACK REPORT 1
Feedback
The following report is a brief overview of the feedback that was collected through a survey
from internal as well as external stakeholders of the company. The survey was based on types of
training provided to employees of the organization such as customer relationship building
training, customer service operation training and customer service skill training. The report
highlights issues faced by the company regarding ethics and confidentiality, with respect to
improvements in SLA.
SLA is the agreement known as the Service Level Agreement, which is done in order to specify
the specifications of its services to various stakeholders. This agreement involves the service
provider that is the organization, the internal as well as external stakeholders of the company, the
documentation of the services that will be provided to various stakeholders of the company and
the measures the company follows while providing the services to its customers (Anwar et al.,
2014). The requirements of SLA are to adhere to the code of conduct of each involved party of
the agreement.
The responsibility of a service provider or organization is to provide effective and efficient
services to its customers or stakeholders (Leung, 2016). The responsibility of customers to
acquire services those services on time and within the specified price range. Another involved
party is the governing party that governs the behavior and activities of the service providers and
customers involved in the agreement (Berman et al., 2019).
The in-depth survey has been done in order to analyze the skills and knowledge of the employees
of the organization as well as understanding the future training needs required by each employee.
The questions asked in a survey such as the type of skill required by the employee in future or
the behavior of the employee, etc can help the organization in framing such training programs
that can fulfill the identified gaps of the survey, in this way more effectiveness can be brought in
the training process of the organization (Winkler, 2018).
Training and meeting the needs of the organization as well as its employees have become clearer
from the gathered survey. It can further help the organization in framing such training programs
that can fulfill the identified gaps in the survey. The need for analyzing the performance of each

FEEDBACK REPORT 2
employee based on the service provided by him or her as well as the requirements of the
organization can help in the formulation of efficient training programs. The survey also
accumulates the answers of stakeholders based on their interactions with single or multiple
organizational representatives. It is the responsibility of the organization to understand those
reviews of its stakeholders and take corrective actions accordingly by concentrating on
individual employees as well as a group of them (Turner et al., 2019).
The HR department of the organization must also monitor and control the behavior of their
employees and make sure that they are following the company’s code of ethics (McKinley,
2012). There are many ethical issues that can be encountered such as discloser of the company’s
confidential as well as private information to rival or Competitor Company, discriminating or
misconduct with stakeholders of the company, etc (Neault et al., 2017). These issues must be
minimized or removed by the HR department of the company to increase the productivity of the
employees as well as the profitability of the company.

FEEDBACK REPORT 3
Bibliography
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Leung, J.C., 2016. Service template generation and deployment based on service level agreement
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McKinley, M., 2012. Ethical dilemmas in customer relationship management. In Ethics in
Marketing and Communications. London: Palgrave Macmillan. pp.51-67.
Neault, R., Artess, J. & Tien, H.-L.S., 2017. Career development training, certification,
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controversial CSR initiatives: Implications for human resource management. Human Resource
Management Review, 29(1), pp.125-36.
Winkler, U.a.G.W., 2018. Service level agreement translation for service oriented systems. U.S.
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