BSB41015 Certificate IV in Human Resources: HRM Case Study Report

This report provides a comprehensive analysis of Human Resource Management (HRM) principles through several case studies. It begins by examining the applicable legislations for Carr & Fry, an accounting firm, and details the key elements of a grievance policy, including scope, communication, investigation, confidentiality, and resolution procedures. The report then explores strategies for effectively communicating new policies and evaluating their impact. Case B delves into a discrimination issue, outlining the stakeholders involved, investigation procedures, and resolution strategies. Case C focuses on recruitment and selection policies, emphasizing the importance of a clear framework and relevant competencies for a Customer Service Consultant role, including written and verbal communication, quality focus, problem-solving, positive attitude, and patience. The document concludes by offering a detailed position description for the CSC role, highlighting the required competencies to ensure the effectiveness of the role.

Running head: HUMAN RESOURCE MANAGEMENT
Human Resource Management
Name of the Student:
Name of the University:
Author’s Note

1
HUMAN RESOURCE MANAGEMENT
Table of Contents
Part A...............................................................................................................................................3
Answer to Question 1..................................................................................................................3
Answer to Question 2..................................................................................................................4
Answer to Question 3..................................................................................................................5
Answer to Question 4..................................................................................................................6
Case B..............................................................................................................................................6
Answer to Question 5..................................................................................................................7
Answer to Question 6..................................................................................................................7
Answer to Question 7..................................................................................................................7
Case C..............................................................................................................................................8
Answer to Q8...............................................................................................................................8
Answer to Q9...............................................................................................................................9
Answer to Q10...........................................................................................................................11
Answer to Q11...........................................................................................................................12
Answer to Q12...........................................................................................................................12
Answer to Q13...........................................................................................................................13
Answer to Q14...........................................................................................................................15
Answer to Q15...........................................................................................................................16
Answer to Q16...........................................................................................................................17

2
HUMAN RESOURCE MANAGEMENT
Bibliography..................................................................................................................................21

3
HUMAN RESOURCE MANAGEMENT
Part A
Answer to Question 1
The case shows that Carr & Fry is a mid-tier accounting firm which is engaged in the
business of providing accounting services to the clients. The legislations which are applicable to
the business are listed below in details:
Federal Legislations
1. Fair Work jurisdiction and related legislation: The fair work legislation ensures the
welfare of the employees of the business and looks after the working conditions and net
pay which is received by an employee of a business. This legislation is universally
applicable on a business and proper guideline in respect to such needs to be followed by
the management of the company.
2. Federal equal employment opportunity (EEO) and anti-discrimination legislation:
This is one of the important regulations which is applicable to the business and the same
requires the business to provide equal opportunity to the employees and prohibits
discrimination of any sort in a workplace.
3. Workplace Gender Equality Act 2012: This legislation is an extension of the
discrimination policy of the business and the same proposes that gender equality should
be maintained in the operations of the business.
4. Privacy laws: As per this regulation, the management of the company needs to maintain
the confidential information relating to the business in a confidential manner so that the
privacy of the business is not affected in any manner.
State Legislations

4
HUMAN RESOURCE MANAGEMENT
It is assumed that business of Carr & Fry operates in Western Australia and the
legislations which are applicable to the business are listed below:
 Industrial Relations Act 1979 (WA)
 Labour Relations Reform Act 2002 (WA)
 Minimum Conditions of Employment Act 1993 (WA)
 Workplace Agreements Act 1993 (WA)
 Labour Relations Amendment Act 1997 (WA)
 Employment Dispute Resolution Act 2008
In addition to this, the management of the company also needs to maintain ethical code of
conduct in the operations of the business and the business of Carr & Fry needs to develop their
own ethical code of conduct in the operational process of the business.
The grievance policy of the business would be including all the factors which can have an
impact on the working conditions of the place or affect the productivity of the employee of the
business. The aspects which can be included in grievance policy are discrimination issue,
payment issue and any sort of harassment which is affecting the productivity of the employee of
the business.
Answer to Question 2
The key elements which would be included in the grievance policy which is being
formulated by the business needs to be included in the grievance policy of the business and the
same are listed below in details:
 Scope; The main grievance of the employee needs to be stated and how the same is
affecting the employee of the business.

5
HUMAN RESOURCE MANAGEMENT
 Communication of the main issue: The employee needs to communicate the main issue
which is faced to the management
 Investigate all grievances promptly: The next step which would be taken by the
management of the company is prompt investigation of the problem and how the same
affects the employee\
 Confidentiality: The management of the company needs to maintain confidentiality
while conducting investigation.
 Resolving the Issue: The next step which the management of the company needs to
follow is resolving the issue which is faced by the employee and alternative measures can
also be suggested in such a process.
The procedures which can be followed for Carr & Fry for solving grievances in a business
are listed below in details:
 Discussion with the Supervisor: The employee who is facing the issue needs to discuss
the issue with the immediate supervisor of the business. The matter should be raised as
soon as possible to enable speedy resolution.
 Discussions with Senior Management: The employee of the business needs to discuss
the problem with the senior management as soon as the employee gets a chance to do the
same.
 Right to Appeal: The employee would also have a right to appeal to the management of
the company in case a senior executive is involved in the grievances policy.
Answer to Question 3
The management of the company needs to effectively communicate the new policy which
is formulated the business. The management can mail to the supervisors of the business so that

6
HUMAN RESOURCE MANAGEMENT
they can communicate to the employee regarding the changes in the policies of the business. The
strategies which can be applied by the management of the company for effectively
communicating the new policies of the business is by either mailing the new policy to the
employees or conducting a meeting with the employees so that they are aware of the changes in
the policies of the business.
Once the grievance policy is established in the business, the management of the company
needs to successfully implement the same so that the employees are aware of grievance policies
of the business. The grievance policy of the business needs to be evaluated in order to ensure that
the same are working as per the expectation of the management of the company. One of the step
to get a knowledge regarding the workings of the grievance policies is by taking feedbacks from
the employees of the business. The results of the feedback need to be reported to the top-level
management so that decision can be taken if any amendment is required in the policy.
Answer to Question 4
In order to effectively formulate a strategy which can help the management of the
company towards communicating proper strategies so that the new policy can be communicated
to the employees of the business. The relevant legislations which would be applicable to the
business would be discrimination practices, any harassment practices of the business. The
grievance policy would also be including be including the steps which the management of the
company would be taking for investigating the grievance which affects the business. The
employee would be provided an option relating to the fact that they can communicate with the
senior management directly in case any issue arises in the operational process of the business.
Case B

7
HUMAN RESOURCE MANAGEMENT
Answer to Question 5
The stakeholders who are involved in the issues which is shown in the case provided are
listed below in details:
 Tahir: The employee is most affected in such a circumstance as his promotion has been
affected and his chance towards growth has been affected in a severe manner.
 Senior Manager: The investigation would be conducted against the senior manager and
therefore the same would be affecting the him. The charges are for discrimination and if
proven than disciplinary action would be taken against the manager.
 Employee: The employee of the business would also be impacted as they would be
demotivated in case discrimination actually took place.
Answer to Question 6
In order to ascertain the claims of the employee, a formal investigation would be
undertaken by the business and the Human resource department. In addition to this, the HR
department would be investigating the performance of the employee and ascertain whether the
employee deserved the credit to be promoted in the business or not. The investigation would also
be including review from different employee of the business. The management of the company
would also be reviewing the factors and marksheet which the senior manager graded for the
employee. On the basis of these results, the HR department would be concluding the evidences
of the business.
Answer to Question 7
The HR department would be investigating the issues and would be taking appropriate
measures for resolving the issues of the business and also taking appropriate measures for
resolving the issues of the business. The HR department would be conducting a meeting with the

8
HUMAN RESOURCE MANAGEMENT
employee and assure him that his expectations would be meet in any future interview while at the
same time if the line manager is guilty of discrimination than he would be subjected to penalties
or disciplinary actions in the business.
The top-level management should bee reported regarding the breach as soon as possible
so that they are also a part of the investigation process and any updates to the investigation
process would be reported to the senior management of the company.
The HR department needs to submit a full investigation report and also the results which
were found during the investigation process. The HR department also needs to ensure that the
affected employee is motivated and assured that such an incident would not take place in future.
Case C
Answer to Q8.
The importance of recruitment and selection policy and process is important in workplace
because the recruitment policy and procedures provide a framework to deliver organisation’s
recruitment strategy. The recruitment and selection process determine right talent to be recruited
for the right job for achieving organisational goal effectively. Without the recruitment process,
the organisation may perceive wrong interpretation for the employee who cannot fulfil the roles
of the job position of Customer Service Consultant. The recruited employee may not provide the
customers with effective advice that would lower the value of the company. The recruitment
policy and procedures provide the documents that promotes for clear recruitment objective with
articulating policy in simple language for the intention of recruitment actions that will be taken
and attendant roles and responsibilities.

9
HUMAN RESOURCE MANAGEMENT
 As organisation determines immediate staffing needs to fill the position of Customer
Service Consultant. The policy provides the employees and the applicants for
employement for equality and opportunity regardless of sex, race, age, physical disability
and colour shall not show any kind of bias or favour to any employee or group of
employees.
 The company must provide equal employment opportunity in employment, wages,
promotions, terms and conditions and other benefits of employment including decisions
taken regarding retrenchment, termination and redundancies.
 The selection policy includes selection techniques to be valid to the outcome desired.
 Selection policy must ensure the cost of the company is minimized.
Answer to Q9.
a) Five competencies that would be required for the CSC role-
 Written and verbal communication- The customer service consultant must be
efficient enough in communicating the values and product benefits to the
customer by understanding the customer’s psychology. The
 Quality focus- the quality of the product must be prioritized at first by the CSC.
This can provide with high level of commitment for the organisation and towards
the role in doing the job well. The CSC must understand the ins and outs of the
products or services to provide the customers with the most comprehensive and
efficient solutions.
 Problem solving- the problem solving states that CSC must be efficient enough
to analyse the critical problem while dealing with the customers. To address the
problems in time is most important approach.

10
HUMAN RESOURCE MANAGEMENT
 Positive attitude- the CSC must have positive attitude while facing the
challenges in the field. The customers are dealt with positive attitude so as to
maintain good relationship with them.
 Patience- the CSC must have patience to deal with worst situations to retain the
customers and understand their problems and needs related to the product.
b) Five competencies that create position description for CSC role-
For this position, the relevant competencies that are required are -
 Proficient in written and verbal communication. The CSC role must deliver
efficient verbal and written communication for improving the understanding for
the employees regarding notices, formal mail to inform employees. The
communication must be effective so that the value through communication must
be achieved.
 Quality focus- the CSC role must address quality for sustainable growth of the
company. The CSC must be able to identify the area of improvement in the where
the quality can be maintained for competitive advantage.
 Problem solving – the CSC role must have the problem solving ability. This
competency must be in the role so as to solve the critical issues that the CSC may
face while addressing the customer.
 Positive attitude – the CSC role must have positive attitude so that the employee
can respect the CSC for its position. The CSC role possess positive attitude
towards the employees so that the role can encourage the employees for effective
results.

11
HUMAN RESOURCE MANAGEMENT
 Patience- the CSC role must have patience to deal with the employees to handle
the challenges while addressing the employees.
 Market knowledge- the CSC must be able to analyse the market status in
achieving competitive advantage.
 Target market- the CSC must understand who the target customers for their
products are. The CSC must be efficient enough to provide advice for target
market and enhance the service.
 Time management- the time management for this position is important as the
customers will value the service if the product is delivered in time. the consultant
must ensure the timely delivery of each products to the end customer.
 Customer behaviour analysis- the CSC position description needs to analyse the
behaviour of the customer so as to solve the problems of customers efficiently.
 Product or service knowledge- the position demands for adequate knowledge for
products and services that the organisation provides to the customers.
Answer to Q10.
Job advertisement for Customer Service Consultant must include information about the
interest, desire, attention and action of the advertisement. To attract sufficient number of suitable
candidates the advertisement must have attention- grabbing headline that reflects the image and
culture of the organisation. The interest in joining the organisation to provide accurate
information about the customer service consultant and about the organisation.
The advertising methods to be used to recruit a candidate for CSC role can be through
newspaper, purchased online ads, social media marketing, and public speaking events. The right