Human Resource Management Report: HRPM and Service Delivery

This report provides a detailed analysis of the Human Resource Profession Map (HRPM). It begins with an introduction outlining the report's purpose, which is to examine the HRPM, including its core and other professional areas such as employee relations, performance and reward, employee engagement, and organizational development, design, learning and development, resourcing and talent planning, and service delivery. The report further discusses the HRPM behaviors, including decisive thinking, skilled influencer, curious, collaborative, driven to deliver, courage to challenge, role model, and personally credible. It also examines the four bands of the HRPM and comments on service delivery and information at band one, highlighting the essential activities for an HR role. The report also covers how HR practitioners can ensure timely and effective service delivery, including understanding customer needs, effective communication, and handling customer complaints. Finally, the report discusses Continuing Professional Development (CPD), its importance, self-assessment against CIPD requirements, and options for meeting development needs, including a personal development plan. References are provided at the end of the report.

Running Head HUMAN RESOURCE MANAGEMENT 1
Human resource management
Student
Lecturer
Institution
Due date

HUMAN RESOURCE MANAGEMENT 2
Introduction
Purpose statement
This report will analyze the Human Resource Profession Map (HRPM) by giving a brief
summary of the two core areas of profession in HRPM, other areas under it, the bands and the
behavior in HRPM. (Farnman, 2015)The report will also cover how human resource practitioner
can effectively and timely deliver their services.
Thesis statement
The goal of this report is to analyze and examine Human Resource Profession Map.
Definition of terms
Human Resource Profession Map (HRPM) is used by Human Resource employees to get the
knowledge of their roles in HR and also understand how to make positive changes in
performance of organizations within the ten professional areas, the four bands and the eight
behaviors. (Carbery, 2015)
AC 1.1 Profession Areas
HRPM has two main core profession and are follows:
a) Provision of strategy, insight and solutions
HRPM has a role of ensuring that a good and better strategy is implemented towards
organizations’ goals and objectives in order to provide solutions to the daily challenges that
organizations face. In order to achieve a better sustainable organization, understanding is the
main priority which brings positive result if relevant insights are put into action. The Human
Resource practitioner needs to have experience and knowledge of the firm and its activities in
order for the business to prosper. The practitioner needs to have access to a variety of
information with skills for them to create an insight into firm and its operators. (Tovstiga, 2013)

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b) Leading Human Resource
This is the other core professional area of HRPM, which determines how am supposed to lead
myself as a HR practitioner and others in the organization for it to prosper. For me to be a
competent HR leader am supposed to be familiar with the following aspects of leadership;
personal leadership, leading in problem solutions and being able to lead others (Mathis, 2015).
AC 1.2 Other profession areas in HRPM
c) Employee relations
The HR profession ensures that the relation n between firm and its staff is good and that all
people understand each other. The activities done are development of employees’ relationship
policy; embed them, negotiating and performance culture. (Guide to the project management
body, 2017)
d) Performance and reward
HR professions have a role of building a better organization’s culture by giving employees roles
that recognizes critical capabilities. The activities in this section involve identifying requirements
of developing strategy, diversifying, implementation of rewards and performance culture.
(Shields, Brown, & Geoff, 2015)
e) Employee engagement
HR professions have a role of ensuring that the employees have the required experience and that
they connect with their work and their fellow workmates. The activities involved in this stage are
measuring of workers engagement; develop their plans and checking employer brand. (Bridger,
2018)

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f) Organization development
The goal of organization is to make sure that the organization has required workforce for
attaining its goals. It helps in enhancement of cultural values of the organization and
improvement of performance of the organization and improvement of the performance of the
organization. The activities involved are defining of strategy, assessment of the firm’s
capabilities, building of OD and managing change. (Hobeche, 2015)
g) Organization design
As a HR practitioner I have a role of ensuring the firm is properly designed for maximization of
objectives and goal achievement. It involves assessment of current needs and operation,
designing of the organization, implementation and review of the organization design. (Arney,
2017)
h) Learning and development.
HR professions have a role of ensuring people employed have the required skills and knowledge
for achievement of the organization goals. Activities involves at this stage are developing
learning strategy, designing solutions, delivering, talent managing and learning impact.
(Reviews, 2016)
i) Resourcing and talent planning
HR professions have a role of getting people with the required skills to manage the organization,
control it and lead it to the organizations’ objective. The activities involved in this stage are
development of talent searching, delivering talent resourcing, assessing selection, induction and
exit. (Taylor, 2014)

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j) Service delivery and information
HR profession ensures service delivery and information is done appropriately and that it reaches
everybody in the organization. Activities done in this are establishing of customer requirement,
building of customers measures culture and project management. (Hunter & Saunders, 2016)
AC 1.3 HRPM Behaviors
a) Decisive thinker
HR practitioner should be capable of understanding information easily, apply the skills to
identify solutions, make recommendations and make best decisions for the organization.
b) Skilled influencer
HR practitioner must have the ability to gain influence from different stakeholders who will
assist the organization in attaining its goals and objectives.
c) Curious
HR practitioner is supposed to be open-minded, future-oriented and find activities to add value to
firm.
d) Collaborative
The HR practitioner should be able to work with different people from different organizations in
order to bring value to the organization.
e) Driven to deliver
HR practitioner must be determined in their work for them to deliver the best performance for
the organization.

HUMAN RESOURCE MANAGEMENT 6
f) Courage to challenges
HR practitioner should be confident to challenges of the organization and bring solution to them.
g) Role model
HR practitioner should lead by example with honesty, independence for the organization in order
to attain the goal of the organization.
h) Personally credible
HR practitioner should be able to use professional skills and experience to bring profit to the
organization.
AC 1.4 HRPM Bands
There are four bands which show the effectiveness of the professions and their contributions at
each stage. The aspects examined are;
 Human Resource professional relationship with customers.
 Measures of their contribution.
 Services Human Resource professions provide to customers.
 How Human Resource profession spend their time.
The role of the band is to give agenda and goal to the planning and activities in development.
AC 1.5 Comment of service delivery and information at band one
The activities at band 1 are according to the expectation of best delivery services practices;
therefore, this will lead to increase in value in the organization due to cost efficiency measures
that are applied in delivery services. Activities like improving challenging current practices in
the organization, customers care services and services on customers’ complaints.

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AC 1.6 The most essential activities to HR role
 Services on customers’ complaints.
 Keeping of accurate record for the company history purposes.
 Customer care services.
 Seeking of ways to improve challenging current practices in the organization.
How HR practitioners can ensure that they provide services timely and effectively
AC 2.1 Understanding customers’ needs
HR practitioners are supposed to understand the needs of the customers, whether they are basic
or secondary.
Customers Customer’s need
a) Student. Books.
b) Teen. Luxury sneakers.
c) Patient. Medicine.
When it comes to conflicting wants I will prioritize them according to whether they are basic or
secondary wants. For instance if I am a student and I have conflicting wants of books and
sneakers, I will choose books because education is considered to be a basic want.
AC 2.2 Effective communication
There are three methods of communication and they are as follows;
a) Written communication.

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These is information in written form. For example textbooks and newspapers.
Advantages
 Written communication can be stored.
 Written communication can easily present complex information.
Disadvantages
 Written communication is an expensive form of communication as it involves a lot of
paperwork.
 Written communication also consumes much time.
b) Verbal communication
Is a type of communication whose medium is oral.
Advantages
 Verbal communication consumes a lot of time in passing it.
 Verbal communication has a quick feedback.
Disadvantages
 Verbal communication does not provide record keeping of the communication.
 Verbal communication is not appropriate for long communication information.
c) Non-verbal communication
This is a type of communication which is expressed in terms of signs and gestures.
Advantages
 Non-verbal communication can easily be presented.
 Non-verbal communication can easily be understood by illiterate people.

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Disadvantages
 Non-verbal communication can easily be misinterpreted.
 It is not possible to pass long information.
AC 2.3 Effective service delivery
a) Delivering service on time
This can be done by enhancing quick counter services where the customers do not need to wait
for long to be served.
b) Delivering service on budget
The business organization must make sure that it does not spend more on after sale services than
the profits it gains.
c) Dealing with difficult customers
The following procedure can be used in dealing with difficult customers;
 Listen to the difficult customers and let them tell you their complaints without
interrupting them.
 Create a good rapport by empathizing with the difficult customer.
 Lower your voice when the customer gets louder and try to cool them low.
 Do not get upset and also lose your temper because this may create more problems.
 Do not take it personal because maybe the customers may be right in their complaints.
d) Handling and resolving complains
Customers’ complaints can be resolved through the following process;
 Stay calm when customers bring their problem.

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 Listen to the customers’ complain before deciding anything.
 Acknowledge the problem the customers are having.
 Get the truth about the allegations of the customers.
 Offer a favorable solution on the complaints of the customer.
AC 3.1 Continuing Professional Development (CPD)
It is a combination of ideas and technicalities that enables a HR practitioner to manage their
development in terms of learning. The importance of CPD is the advantage that comes with it in
professional development. (Megginson & Whitaker, Continuing Professional Development,
2017)
Importance of CPD
CPD is a career investment. It is a form of organizing growth and development that connects
learning to actual work. It helps one to remember the skills they learn and also prepares one for
future roles. It makes one to be courageous, makes ones profession credible and helps one to be
smart in tackling issues that come up in the organization.
AC 3.2 Self-assessment against the CIPD Associate membership requirements to identify
development needs
Development needs
 There is need to increase my level of study to intermediate level.
 Another need is the size of my qualification where I need to get the
knowledge and skills in L and D subjects.
 Another need is the mode of study where I can learn full-time or part-time
learning.
 Another one is to find the perfect qualifications and center of study.

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 Lastly is the requirement of CIPD as a student member.
AC 3.3 Option for meeting development needs.
One of the options that I can use to resolve the development need is going for undergraduate
degree-level training to develop my management skills.
Another option I can take for meeting my development need is joining the student membership
of CIPD to gain more knowledge.
AC 3.4 Development plan
Name:
Membership number:
Covering the period from January to June:
Development plan
What do I want
to learn?
What I will do
to achieve this?
What support
do I will need?
Which success
criteria will I
use?
Target dates for
review.
I need to
increase my
level of study to
intermediate
level.
Join
undergraduate
program at
CIPD.
Engage myself
in more
management
research in order
to gain more
knowledge.
April
The basics of
CIPD
Join the student
membership of
Online materials
for reading about
Use resources
available at the
March

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CPD. CIPD. portal to learn
Human
Resource
management
strategies.
Join
undergraduate
program for a
degree.
Mentorship from
qualified
managers.
Learn from other
qualified
profession about
management
practices.
March
CPD Record.
Key date What did you do? What did you learn How will you use
this
March Enrolled for degree
course in Human
Resource
Management.
How to effectively
manage a company.
I will improve the
management of the
company I will work
for.
References

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Bridger, E. (2018). Employee Engagement. Kogan Page.
Carbery, R. (2015). Human Resource development. Palgrave.
Farnman, D. (2015). Human Resource Management in Context. Kogan Page.
Guide to the project management body. (2017). Project management Institute.
Hobeche, L. (2015). Ognazation Development. Kogan Page.
Hunter, I., & Saunders, J. (2016). HR Business Partners. CRC Press.
Mathis, R. L. (2015). Human Resource: Essential Perspectives. Cengage Learning.
Megginson, D., & Whitaker, V. (2017). Continuing Professional Development. Kogan Page
Publisher.
Reviews, C. (2016). Employee Training and Development. Cram 101.
Shields, J., Brown, M., & Geoff, P. (2015). Managing Employee Performance and Reward.
Cambridge University Press.
Taylor, S. (2014). Resourcing and talent development. Kogan Page.
Tovstiga, G. (2013). Strategy in practice. John Wiley and Sons.