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

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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

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Bibliography..................................................................................................................................21

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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

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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.

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 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

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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

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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

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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.

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 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.

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 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.

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 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

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advertising media is by ensuring that the advertisement is matching the audience views,
techniques that can drive the audience towards the website.
The factors need to take into account when choosing appropriate advertising methods-
 Objective of the firm must be determined
 Cost of the company for media advertisement and determining company’s financial
position
 Type of buyers must be determined so as to analyse the target market
 Conditions under which customers are influenced.
Answer to Q11.
Interview questions that needs to be included in an interview guide for the selection panel are
as follows-
 How can you project the roles of CSC in an organisation?
 Why CSC is important in an organisation while implementing decision making
strategies?
 What skills do you define for Customer Service Consultant?
 Why do you think this position can help the company to overcome from the challenges
that is faced by the company?
 What all criteria must be adopted by CSC to evaluate the performance of the company
and to gather information from customers?
If there is no need to specify a specific employment-related reason to ask a question, then
interview question should not include such questions. It must focus at all times, it will be most
likely to remain in legal compliance during the interview process.

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Answer to Q12.
The process and procedures for the selection of the candidate must address clear selection
criteria and ranking system. This can help in determining the selection criteria that can help the
panel members to identify key aspects of the job and skills needed for this job position. By
ranking the panel members can critically evaluate the performance through tests and interviews.
By interviewing the candidates, the panel can decide the efficiency to deliver such roles. Four
applicants for the Customer Service Consultant position have been short listed for interviewing,
a) The candidates’ suitability for the job role must ensure that the candidate has well
experience in consulting services. This must be important aspect to be considered as to in
the role of consultant, the employee must understand the role of CSC properly so that
growth can be achieved in the organisation. The suitability can be ensured by determining
skills that is needed for the position. Proper knowledge on products and services must be
addressed so that the consultant can provide suitable advice for solving the problems of
the company as well as customer.
b) The CSC must ensure that bias is not practiced in the organisation culture. It must ensure
less deviations from the agreed recruitment and selection procedures to select the most
appropriate candidate for the position. It can be ensured by proper interview process that
can determine the efficiency of the candidate to fulfil the job requirements and achieve
the goals of the job position.
Answer to Q13.
Following the interviews, and discussions with the Store Manager, there are two
preferred candidates for the Customer Service Consultant position. Reference checks need to be

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conducted before a final decision can be made. Creating a brief checklist that outlines the type of
information to be discussed with the referees.
Details of Reference checks Feasible/ Not Feasible
Can you confirm when the candidate
worked for your organisation, for how long,
what their role was, and more specifically
the nature of your working relationship?
How would you describe the candidate’s
overall work performance?
What were the main responsibilities of the
candidate’s position / what tasks did they
perform?
What do you consider to be the candidate’s
strengths and weaknesses?
How would you describe their ability to
work under pressure?
What were they like at meeting work
deadlines?
What are the areas the candidate may
benefit from in terms of learning and
development?
How did the candidate work as part of a
team?

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How would you describe their
internal/external customer service skill
level?
How would you describe the candidate’s
attitude to their work?
What were the reasons that the candidate
left employment with your organisation
Would you recommend this candidate to a
future employer?
Answer to Q14.
Selection report for the store manager and the executive manager to make the decision regarding
the appointment-
 Details of the position to be filled- Customer Service Consultant
 Membership of the selection panel- HR Manager, Store Manager, Executive Manager
 Method of advertising the vacancy – Social media
 Venue and date(s) of the interview- 26th August 2019, Conference room
 Selection criteria used and how they were assessed (interview, work sample tests, referee
reports)
 Names of applicants not short listed for interview and the reasons either individually or
collectively
 Names of applicants interviewed and detailed individual reports commenting on each
interviewee against the selection criteria.

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 A comparative assessment ranking those applicants assessed as ‘suitable’. It is important
to show clearly why, based on the selection criteria, the selected candidate was preferred)
 A recommendation including a brief statement as to why that particular applicant was
selected
 The commencement salary or wage recommended by the panel with reasons stated if it is
above the minimum in the range
 The signature of each member of the selection panel, except where a panel member is
signing a minority report.
 The purpose of selection report and the list of the type of the information I must include
in the selection report are as follows-
 It is important to make selection report is to provide the selection panel a report that can
provide a comparative assessment of the applicant. This report must contain all the
documents that is rationale for the panel’s recommendation.
Answer to Q15.
To formalise the appointment of the new Customer Service Consultant-
 To provide successful candidate with employment contract and other documentation
 To advise managers and staff of starting date and make necessary administrative
arrangements for pay and employee record keeping
 To advise manager and work team about the new appointment activities
 To arrange induction in accordance with organisational policy
The details to be included in the new employee’s induction program-

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 The details must state the type of orientation or induction program that the organisation
will offer to the new employee. This detail is provided so that the employee can
understand the core values and identify the vision and mission of the company through
effective induction process. The policies that are practiced in the organisation is delivered
to the employees to make them understand and have a clear view to follow the policies of
the company.
 The details for the number of days that the orientation process must be carried out. The
days included is to mention that the employees are under the induction program for
certain days.
 All details must be ensured such as purpose of that job position and roles for the new
employee that must be explained during induction process. This detail can help the
employee to brief them with the structure, roles and objective of the job position. This
helps the employee to deliver the job in time and with efficiency without any error in the
activities.
Answer to Q16.
Recruitment selection and induction activity matrix
Activity What is involved in
this activity
Who is involved/
responsible
Timeframe
Recruitment
Example:
Identify need for
role
Understand why
there is a need/
vacancy
Line Manager and
HR Manager
N/A
Some customers are The consultant will HR manager, Staff 1 week

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switching towards
the competitors is a
big issue. Increased
problem for the
organisation as
customers are
lacking in interest
for buying a
particular product
and are not attracted
for the products that
this organisation
serves.
provide effective
decision for solving
the problems of
customers and
organisation. The
consultant will
examine the need of
improvement in the
product and improve
the quality and
packaging for
attracting more
customers and retain
them.
manager, Executive
manager
Critical evaluation
of the performance
of the CSC is
needed. The
consultant role will
play a crucial role in
identifying the
improvement aspects
of role and possess
This need will help
the organisation to
clearly understand
the product
specification which
will enhance for
further changes for
product expansion.
There is a need of
HR manager, Line
Manager
2 weeks

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effective service to
the customers.
improvement of
performance through
training.
Selection
Example:
Conduct
assessment of each
of the short listed
candidates
following
interviews
Meet with selection
panel members to
assess candidates
against the key
selection criteria
and prepare
recommendations
Selection panel
members
As soon as possible
after interviews
with all short listed
candidates have
been completed
Conduct a personnel
interview round with
HR for selection of
right candidate
To meet with the
panel members for
interview round.
Selection panel
members
After the recruitment
session is completed.
Induction
Workplace tour Provide tour of
workplace
including WHS
requirements such
as emergency exits
& procedures
(refer to WHS
Line Manager
and/or HR
First day in office

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policy &
procedures)
To provide brief
understanding of
organisation culture
and also about rules
and regulations of
the company
To provide
organisation policy
and workplace
activities with
briefing them about
location and job of
each sub divisions.
HR manager First three days in
office

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