Comprehensive Analysis of HR Services and Strategies for JKL Industry

This report provides a comprehensive analysis of JKL Industry, an Australian organization dealing with small trucks, forklifts, and spare parts, including leasing services. The report begins with an overview of the company's operations, market position, and organizational structure, highlighting the importance of HR in driving business growth. It examines the external business environment using a PESTEL analysis, evaluating political, economic, social, technological, environmental, and legal factors influencing the industry. The report then delves into HR requirements, exploring the roles of service, sales, and operations managers in determining these needs. It assesses various HR service delivery options, considering their costs, benefits, and associated risks. The study also addresses workplace conflicts, the absence of documented workplace values, and the need for improved employee training. Finally, the report discusses the impact of technology, environmental factors, and legal frameworks on JKL Industry, providing insights into strategic HR management and service delivery models.

MANAGEMENT OF HUMAN RESOURCE SERVICES
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Contents
Assessment task 1............................................................................................................................3
Assessment Task 2...........................................................................................................................9
Assessment task 3..........................................................................................................................12
Assessment task 4..........................................................................................................................17
References......................................................................................................................................25

Assessment task 1
Review the scenario information provided in the appendices of this assessment task
Based on the assessment, this report is written about JKL industry. This industry is an Australian
organization, which deals with small trucks, forklifts, and spare parts. In addition to this
organization also lease small trucks and forklifts. Therefore, this organization has a separate
division. From this case scenario, it is known that the head office in this company is located in
Sydney along with the branch office is situated in different area such as Perth, Brisbane,
Melbourne, Canberra, Adelaide.
In addition to this, there is other information, which is available through this report. Therefore, it
has been discussed that this business has 12 years in the market where this business focused on
forklifts and small trucks. This JKL industry offered the rights of sales to their overseas supplier.
Compare to their competitors this industry has an advantage through this process. As a result,
this industry has strong growth in truck sales and forklifts. As per market survey, they have in an
average 10 % sales growth per annum.
In spite of this sales opportunity, this industry has some significant changes. This includes the
changes regarding the organizational structure in the company. On the basis of the discussion in
this assessment, it discussed that the organization solely focused on the services which are based
on retail sales (Lam et al., 2018). Therefore, this organization can reduce the potential
profitability where consumer choice and competition are considered as main aspects.
On the other hand, the values of the JKL organization depend on the recruitment within the
company that helps to re-skill or up-skill the existing employees within the company.

In addition to this HR, the role has an important role to expand the business in the described
organization. In this organization, HR has a crucial role to implement different types of strategies
along with operational changes for the development of the business. This provides an
opportunity through which there is a significant change in this organization. It helps to
restructure the HR potentialities which deliver services to the environment. Therefore the
effective implementation of the strategies fulfils the requirement of the employees and managers.
On the other hand, for the purpose of discussion and analysis, there is a number HR service
delivery option. Hence the following cost and benefits are represented the discussed hr service
delivery options in this JKL industry.
On the basis of the report of this industry, outsourcing HR services have a 10% chance of
failures which consider as low risk and the cost of this service is known as $600000. In addition
to this, integrating HR services and recruitment is based on the $100000 cost, which follows a
10% low risk. However, redeploying and retaining rental employees have moderate risk where
the cost is $500000.
On the other hand, there were no clear industrial policies or strategies, which had maintained
through this industry. As per the report, this JKL industry always follows the ad hoc basis
tendency to manage issues rather than to force the business in long term basis.
In between different levels of management, there are responsibilities to maintain industrial
relations issues, which include service manager, operation manager, sales manager etc for each
branch of the industry. With the help of such sections, different conflicts along with confusion
among the customers can be solved in this industry. However, there are several such issues,
which are unable to solve with the help of their line managers. In this case, it is discussed in the

industrial case study report, workplace conflicts fluctuate due to management skill and
development style of division managers in this JKL industry. In this case though JKL industry
follows different policies and procedures related to values of the workplace behaviors, but the
employees did not get the written copies of these values along with issues relates to the
workplace culture. Also the value training regarding the values and behaviors etc. as a result
there is confusion about the rights and entitlements at the workplace among the employees
through which different types of conflict situation has arrived in front of this JKL industries.
Review the external business environment
PESTEL analysis of the JKL industry:
Pestel analysis is considered as a strategic tool in case of this organization, which deals with
analysation of the macro environment of this JKL industry. Therefore posted stands for
following terminologies such as Political, Economic, Social, Technological, Environmental &
Legal factors. Hence changing of macro environment factors has a great impact in this JKL
industry, which shape different strategies along with the competitive landscape.
Hence as per PESTEL analysis,
Political Factors: to determine the factor this has an impact on the services of this industry, the
political factor is considered an important aspect. This factor helps to increase the profitability of
this industry in the Australian market. This JKL industry is dealing with small trucks, forklifts
along with spare parts etc. this organization has different branches and they deal with several
countries. Therefore, this industry faces different types of political environments along with
political issues. Hence, it needs to analyze the political factors to enter in the various market.

 There is a risk of military assaults.
 There is the protection of intellectual property.
 There are different services, which are related to trade and tariffs.
 There are various types of taxation along with different incentives.
As per the wage legislation of this Australian industry, there is minimum wages and overtime
work process
Employee benefits are mandatory for this organization.
In the economy of the country, there is political stability along with the importance of the
concerned industry.
In the case of the trucking business, there are maintained antitrust laws.
With the help of the Australian government, Bureaucracy and interference are done with this
organization.
In the case of the service sector of this organization, there is a level of dishonesty.
Economic factors: economic factors are considered an important factor in the case of this
industry. In this case inflation rate, savings rate, interest rate, foreign exchange rate and the
economic cycle is considered as macroeconomic factors of this industry which can decide the
aggregate investment along with the aggregate demand in the economy of this industry. For the
purpose of competitiveness in the market, the macro environment has a large impact in respect
with JKL industry (Pichler et al., 2018). Therefore, this industry can utilize the economic factor
of the country such as growth rate, inflation & industry’s economic indicators, which is based on
the Trucking industry growth rate, consumer spending etc. it helps to forecast the growth

trajectory of this JKL industry. Hence as per the PESTEL analysis of this industry, the economic
factor is known as follows:
 The unemployment rate of this country.
 Rate of inflation in this industry
 Rate of interest in this industry
 Skill level of the workplace in this industry.
Report on human resources needs
a. In this industry, there is a low level of infrastructure quality.
There is the efficiency of financial markets. The high rate of economic growth. In the case of the
free market along with service markets, there is the intervention of the government market. Low
exchange rates in the Australian markets.
There are stable economic operations in this Australian country where this organization located.
Social factors: the culture of the society has a great impact on the environment of organizational
activities. There is a great role, which plays through shared beliefs and attitudes of the employers
in this industry, which serves the best results to their potential customers. With the help of social
factors, this JKL industry provides the market design to their customers (Litwin and Eaton,
2018). Hence, on the basis of PESTEL analysis, social skills are considered as follows:
Level of the skill and demographics of the population in that country.
Cultures which are composed of gender roles, social conventions etc.
Various attitudes such as health, environmental consciousness, etc.

Interest to leisure time.
Hierarchy and power structure along with class structure also maintained.
Spirit of the Entrepreneurial ship is based on the activities of the society.
Technological factors: technology is considered as the disrupting areas of the industry. At
present days there is an enhancement of technological up gradation in several sections. Therefore
to cope up different issues it requires high speed of technological change.
 Technological upliftment in the present scenario of the business
 It has an impact on the cost structure of this industry
 In the case of offering a product, there is the impact of technology
 Technological dispersal rate has an impact on this business
In the case of the service section of this industry, there is an impact of value chain services.
Environmental factors: different market environment has a different effect on the production of
JKL industry. To monitor this environment within a country or state in case of this industry,
there are introduced different types of environmental laws and liability laws. JKL industry
should identify several environmental standards which have an evaluation before entering a
market.
 Climate change in the market area
 Policies for recycling materials.
 Waste management process in different sectors in this JKL industry
 The weather of the business environment or country.
 Behaviors towards ecological products

 Maintaining water and Air pollution acts to achieve the goals
Legal factors: legal frameworks and orders help to protect the intellectual property rights of this
JKL organization, which should help in the evaluation process of the entry in a market (Ayentimi
et al., 2018). As per this analysis, some legal factors are considered as follows:
 Anti-trust law relates to this industry
 There are several laws such as Employment law, Discrimination law, Intellectual
property law, Health and safety law etc.
 On the other hand, data protection is based on legal factors with respect to this
organization.
 With the help of this law, there is consumer protection and e-commerce which assists in
the service of this JKL industry.
Roles of the managers for the determination of the various HR requirements of the
following:
a. Service manager
b. Sales Manager
c. Operations manager
After consulting the Service manager of the JKL industries, there are some major determinations
of the HR requirements for the company. The roles of the above managers are as follows:
Service managers are generally responsible for various management level agreements for the
various clients or the other external service providers. The roles of the service managers will
include the following tasks:

 Defining as well as managing the various services and agreements with the various
clients
 The service managers are responsible for the managing the various service providers
from the external
 The tasks assignments to the different technicians or the agents throughout the working
days are done by the service managers. These tasks are basically based on the various
SLAs, availability of the agents and the effective skills of the agent or technician.
 The service managers are responsible for reviewing the tactical as well as long-term
business metrics of the team. Moreover, they handle the performances of the team that
are beyond the thresholds.
The roles of the sales managers of the JKL are to meet the various targets of the company related
to its generation of the revenue. These targets are achieved with the daily job roles and the
achievements of the sales representatives. Actually they harness the different activities of getting
the direct reports and they also drive the productivity of the sales by extracting the best
performances from the employees. The sales manager of JKL can achieve the various business
objectives by the following approaches:
 The sales managers are responsible for effective motivation and giving right advices to
the representatives for the improvement in their daily performances and they also give
suggestions regarding the hiring and the training process.
 The various objectives of the JKL can be achieved by the sales manager from the
effective goal setting, planning and data analysis of their old performances.
 Ensuring the working of the sales department is efficient and functioning with the other
departments as well.

The operations manager of the JKL involves with the crucial responsibilities of overseeing the
various productions as well as services. The ops manager of the company makes sure of the
proper functioning of the company. They help the company with a smooth and effective service
that meets the various customers’ expectations. There are some additional responsibilities of the
operational manager of JKL that includes:
 Planning as well as controlling the various changes in the business.
 Managing the various programs related to the quality assurances of the products or the
services.
 Doing research for other alternatives and innovative technologies for adding more value
and efficiency.
 Setting of the various product budgets and then managing the different costs of the
services.
Report on the Human Resources
a. Information from the analysis and consulting the internal stakeholders
The human resources of the JKL will affect the projects as well as the employees of the
JKL or the managers. For JKL, the individual businesses or the individuals those are
connected to the company or the even the people present in surrounding areas can be
included in the stakeholders. Direct beneficiaries of the company will be the primary
stakeholders. The secondary stakeholders of the company gets benefitted directly from
the HR projects like the other business, which earns benefits from the company that hires
more staffs.

b. Need of the human resources for the following risks:
Slow economic growth
The growth of the economy actually grows with a considerable time period. With the
implementation of the various technological advancements within the company, the
proper society is much needed for the efficient progress of the economy. There is a need
of efficient human resources for the providing enough workforce for the managing the
services required.
Business confidence
To ensure the awareness and the implementing the HR regulations in the organization,
there are two major methods. The one is the optimistic method of viewing the small
businesses and the pessimistic view allows showing the amount enforcing the various
regulations. There is a possible reason for the lack of the business confidences that is less
usage of the automation in the industries. There will be solution for the same if the HR
uses any solution related to the automation.
c. ROI calculation
The formula for the marketing ROI uses the various gross profits for the sold units as
well as the different marketing investment:
“Marketing investment (profits in average)/ Marketing Investment”
The determination of the return from the Marketing ROI is a bit tricky. The following
things need to be considered:
 Total revenue for the campaign
 Total profit estimated
 Actual profit that is without the expenses