University Project: Managing Human Resources Services at GSE

This project analyzes the management of human resources services within Global Star Enterprises (GSE), a manufacturer and distributor in Australia. The project covers various aspects of HR, including service agreements, disciplinary processes, and a PEST analysis of the Australian market. It examines GSE's strategic and operational plans, emphasizing its expansion strategies and commitment to environmental and social responsibility. A detailed stakeholder analysis is provided, outlining both internal and external stakeholders and a communication plan. The project also addresses workplace diversity policies, HRM roles, and service level targets with an action plan. It further explores implementation strategies, resource requirements, and communication plans. Finally, dispute resolution processes are considered.

Running head: MANAGE HUMAN RESOURCES SERVICES
Manage Human Resources Services
Name of the Student:
Name of the University:
Author note:

1MANAGE HUMAN RESOURCES SERVICES
Table of Contents
Assessment 2-Project.......................................................................................................................2
Option two: Stimulated Workplace (GSE)..................................................................................2
Task 1.......................................................................................................................................2
Task 2.......................................................................................................................................9
Task 3.....................................................................................................................................13
Assessment 3-Scenario..................................................................................................................17
Question 1..................................................................................................................................17
Question 2..................................................................................................................................17
Question 3..................................................................................................................................18
Question 4..................................................................................................................................18
Question 5..................................................................................................................................18
Question 6..................................................................................................................................19
References......................................................................................................................................20

2MANAGE HUMAN RESOURCES SERVICES
Assessment 2-Project
Option two: Stimulated Workplace (GSE)
Task 1
Summary of the Service agreement
GSE organization’s strategic and operational plans
Global Star Enterprises, often abbreviated as GSE, has seven different departments, of
which, each and every department has some particular role. All the departments work together in
order to achieve a common goal, that is, being the leading manufacturer of Australia, distributor
and designer of residential as well as commercial doors, shower screens and windows. The
mission of the organization is to be environmentally aware, economically viable and socially
responsible, while providing the customers with new and innovative products as well as services
and satisfying their demands and desires. Their vision is to become the leading company of
choice, by creation of sustainable value for the employees, suppliers, business partners,
shareholders and contractors. Their goal is to cause zero harm to the environment as well as the
people (Barrick et al., 2015).
Global Star Enterprises is a successful and one of the leading manufacturers of good
quality products. However, the company has earned recognition in the Australian market only.
Therefore, the company’s new strategic plan includes the expansion into the new areas as well as
markets. The strategic plan is broken into several success factors; firstly the company is planning
to expand into the markets of South East Asia, secondly the company will undertake policies of
expanding their products by selling and manufacturing awnings. Thirdly, the product expansion

3MANAGE HUMAN RESOURCES SERVICES
will be associated with full installation services. Fourthly, the company’s strategies include,
increase in the market share as well as establishing the customer base for the showrooms all
across Australia. Fifthly, it will open a department of hospitality; sixthly it will start staff
training, recruitment and development. Lastly, the company will start spending on international
marketing (Armstrong & Taylor, 2014).
Disciplinary process in accordance with GSE policy and procedure
A disciplinary process refers to the procedure of dealing with employee misconduct.
Global Star Enterprises have a wide variety of the disciplinary procedures depending on the
severity of the situation. The procedure, however, vary between the formal and informal
processes. The employees are required to accept diversity inside the organization. In addition to
this, the human resource managers of the company play an inevitable role in ensuring the
workplace health and safety. Moreover, equal opportunities are given to male and female
workers and the Equal Employee Opportunity covers all sorts of discrimination and other
associated topics like bullying, victimization and harassment. However, the Global Star
Enterprises’ values should additionally cover compliance with legislation, employment of staff,
client service, receiving gifts from clients and suppliers, giving gifts to the clients, employee
integrity and privacy and quality standards of the products and services (Beardwell & Thompson,
2014).
PEST Analysis
Australia is the most important market for the multi-national companies as it has a stable
political as well as business environment. Global Star Enterprises believe that the excellence in
their environmental performances is crucial for the success of their business. They use materials

4MANAGE HUMAN RESOURCES SERVICES
responsibly, taking full care of the environment and causing less harm. Their aim is to create a
safe and secured work environment for the staff members. Moreover, the company also balances
the social, economic and technical needs for sustainable development. Global Star Enterprises
have achieved various objectives, which are;
 Complying with relevant laws, standards and regulations by applying responsible
working standards.
 Minimizing pollution.
 Reducing waste materials as well as improving the resource efficiency.
Political Factors Economic Factors Social Factors Technological
Factors
Australia’s political
factors are stable now.
However, Global Star
Enterprises have been
facing many issues in
the political aspect.
The company is
planning to expand its
market in many
countries. Therefore,
the company may face
different situations in
terms of politics in
In Australia, the
property prices are high,
which is creating a great
demand of housing
appliances. However,
the organization is a
leading manufacturer of
doors, windows as well
as shower screens.
Moreover, the industry
is considered as one of
the primary industries
responsible for
economic development
The society plays a
crucial role in the
company’s overall
development. The
organization provides
the people of different
society with
employment.
Therefore, the
industry assists in
improving the level of
the society and makes
the organization
Furthermore, the
technological factors
also have a major part in
the company’s overall
development. Australia
is a technologically
developed country,
which have successfully
created new products
and processes. The
technology used by the
company is innovative
and well appreciated.
The company offers

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various countries. It is
true that political
situations of various
countries are not at all
same and thus, the
organization has to
make the some
strategies accordingly.
For example;
government policies
of the Asian countries
differ from that of
Western countries.
of the country, as it
contributes a huge
chunk to the national
income. On considering
the case of Global Star,
it is found that the
organization marks its
contribution to the
country’s GDP. This is
a huge benefit of the
company, as it proves
beneficial for
developing the overall
economy of the nation
(Beardwell &
Thompson, 2014).
adaptive to the
societal changes.
better after sales
services. Along with
innovative technology,
the company has
successful implemented
their strategies and
managed to win the
hearts of many people
(Boussebaa, 2015).
Figure: PEST Analysis
(Source: Created by Author)
Scope of services
Stakeholder Communication Plan

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Global Star Enterprises
Internal Stakeholders
Employees.
Managers.
Owners.
Human Resource Staff.
External Stakeholders
Suppliers.
Society.
Clients
Government and its
agencies.
Creditors.
Shareholders.
Customers.
The stakeholders as well as clients form an integral part of Global Star Enterprises’
business. The stakeholders’ agenda can significantly influence the operations, effort and
priorities of the company. The company’s internal stakeholders are its employees, human
resource staffs, managers, the board of directors, investors as well as the community from
where the business is drawing its resources. The external stakeholders are consumers, investors,
suppliers, regulators, clients and others. Stakeholder analysis refers to the stakeholder mapping
that helps in understanding the stakeholders’ role in decision making and formulation of
innovative and new strategies.
Figure: Stakeholder Analysis
(Source: Created by Author)
In accordance with that, the organization must prepare certain strategies, for convincing
the stakeholders for the new strategic implementation. The stakeholder’s behavior analysis is
highly crucial for the formulation of new strategies. Global Star needs to gain an understanding

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of stakeholders’ satisfaction as well as their consensus for the formulation of new actions. Thus,
the primary impact of the stakeholders’ analysis is that it proves to be beneficial in expanding the
satisfaction level among them (Kirchmer, 2012).
Workplace Diversity policies and requirements
In addition to this, the organization also encourages diverse workforce, which in turn,
inspire all the employees to work better and give their best. They motivate their employees to
develop a team spirit and work together to achieve the common organizational goal. However,
more and more diversity trainings must be conducted in order to ensure a safe and secured
workplace (Wachs, 2017).
Roles and responsibilities of HRM
Moreover, the Human Resource department also has some roles and responsibilities in
dealing with the stakeholders. They perform their activities towards the stakeholders by framing
a clear organizational objective. HR managers provide the stakeholders with the budget and
manpower planning for the upcoming projects (Bratton & Gold, 2012).
Service level targets
Return on Investment
Expenses $ Income $
Training expenses 10000 Revenue from services 32000
Implementation expenses 10000 Support services 10000
On-going support 500
Total expenses 20500
Net profit 21500
42000 42000
Return on investment 5%

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Action Plan
Particulars Time Frame
Complying with relevant laws, standards and regulations by applying
responsible working standards.
One month
Minimizing pollution. Two months
Reducing waste materials as well as improving the resource efficiency. One month
Promoting team work. Three weeks
Ensuring improvement in quality and fostering growth. Six months-One year
Implementing quality awareness events via regular trainings and
developmental procedure.
One month-Two months
Implementing reward and recognition systems. Three weeks
Implementing new policies for growth opportunities for the employees. Three-Four months
Monitoring and Reporting
The organizational audit or monitoring is considered to be an exceptional technique of
assessing the company, internally. The strengths, weaknesses, opportunities, threats along with
competitive advantages available in the current markets are taken under consideration. The
company takes into account several factors in order to keep a track of their employees and staff
members, changing consumer behavior and others.
Dispute resolution processes
Effective as well as proper communication disseminates the actual or revised mission or
the vision of the organization. It is the core responsibility of the personnel to ensure that the

9MANAGE HUMAN RESOURCES SERVICES
maximum number of staff members is involved towards a common process of strategic
implementation. Apart than these, the effective communication process within the personnel can
prove to be beneficial as well as helpful.
Task 2
The Global Star Enterprises’ aim is to become the leading manufacturer of Australia. Its
objectives are to be socially responsible, economically viable and environmentally aware. The
company has seven different departments and all the departments have a common goal. The
organization’s mission is to provide the customers with new as well as innovative services and
products. Their aim is to cause zero harm to the environment and people as well (Pearce &
Robinson, 2013).
Objectives and Implementation strategies
In addition to this, the company’s new strategic plan includes the expansion into the new
areas as well as markets. The company is planning to expand into the markets of South East Asia
and undertake policies of expanding their products by selling and manufacturing awnings. The
product expansion will be associated with full installation services. The company is applying
new strategies and will start spending on international marketing (Brewster & Hegewisch, 2017).
Resources required
Several resources are needed for implementing new strategies in the case of product as
well as market development, which will maintain the continuity of all the business activities. If
the availability of resources is inadequate, then the organization will not be able to focus on their
implementation processes’ effectiveness. The raw materials are the most important resources for
the service agreement; therefore, it must be available in ample amount. Moreover, the

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organization needs to stress on their raw materials’ quality. Furthermore, the technological
resources, such as machineries, equipments as well as others are included in this aspect. For
implementing all the new strategies, a proper investment should be done updated technology. In
addition to this, the financial and human resources are also required for new strategic
implementation (Chun et al., 2013).
Stakeholder identification and communication plan
Stakeholder identification and communication plan analysis helps in knowing about the
competencies of the employees. The overall success of the new strategies is totally dependent on
the potential as well as capacity of the workers. Therefore, along with the support of
stakeholders’ analysis, the organization can successfully gain adequate knowledge about the
associates’ skill set and abilities, against the newly modified strategies. The procedure of
decision making can be improved on a large scale, on the basis of that. Moreover, the overall
study of the consumers’ mindset comes into play in such context. Through this analysis, one can
gain an understanding of the recent trends of marketing as well as assess the demands of the
consumers. Most importantly, it assists in receiving positive responses from shareholders as well
as investors. The financial requirements of the company can also be met after successfully
finding out the new plans, those are lucrative and beneficial for the overall business. With
reference to this, the analysis can develop the confidence of the managers and directors as well.
Thus, stakeholders’ support plays a major role in this, which Global Star should avail (Davidson
& Stevens, 2012).
Roles and responsibilities of stakeholders

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The primary roles as well as responsibilities of the stakeholders are highly related to the
strategies of communication, which needs to be directed towards the management team for
taking proper measures. The internal stakeholders like employees, managers and owners need
to understand the business rationale as well as ensure that the particular project fits with
strategy for the business area. They must commit to the necessary resources in order to ensure
that the projects are successful. In addition to this, the human resource staffs (internal
stakeholders) need to establish the training as well as development requirements, by approving
the deliverables of the key project. Furthermore, the external stakeholders like creditors,
investors and others should have a crystal clear explanation behind such strategic
implementation. This will prove to be advantageous for the company as it can convince the staff
members to perform their activities in an appropriate manner (Doyle & Locke, 2014).
Service-level agreement
A service-level agreement refers to an official commitment which prevails between the
client and the service provider. However, Global Star Enterprises has developed a service-level
agreement which identifies the following key terms;
 Start as well as end date of agreement.
 Scope of the human resource services provided.
 Timeframes for the milestones.
 How the services are being provided.
 Payment terms and fees for services.
 Service-level target.
 Reporting and monitoring processes.

12MANAGE HUMAN RESOURCES SERVICES
 Dispute resolution processes.
Training requirements
Training and development programs assist the agreement terms that is required by some
parties having certain roles and responsibilities. Trainings are conducted by the human resource
managers of the company to assign some roles and duties to the new employees. Global Star
Enterprises needs to understand that skilled people and stakeholders should be getting the overall
responsibility of implementing new and innovative strategies for the company’s betterment. It is
hugely required that skilled stakeholders and old employees must be given the priority at the
time of discussing regarding new business strategies (Williams, 2013).
Training
requirements
Strength Requirements Estimated Duration and Cost
Observation Observing the
employees’ behavior
will help in
understanding their
attitude and mindset.
Monitoring the employee
performance level.
Requirements: Laptops,
registers and others.
Time: One week,
Cost: Two-three dollars.
Induction and
orientation
Induction and
orientations help in
giving the
employees an
overview of the
organizational goals
and strategies and
Projectors, laptops, power
point presentations,
certified trainers and
others.
Hiring a certified trainer may cost
high. However, the duration can be
from one week to one month.
Time: One week-one month,
Cost: 50 dollars.

13MANAGE HUMAN RESOURCES SERVICES
other factors.
Surveys Conducting surveys
among the
employees will help
in gaining their
feedback.
Conducting surveys are
relatively easier to
administer. Requirements:
Online Survey, laptops
and others.
Cost effective but depends on the
mode of survey. It can be easily
developed in less time span.
Time: One-two weeks.
Cost: 10 dollars.
Task 3
Monitoring
The organizational audit or monitoring is considered to be an exceptional technique of
assessing the company, internally. The strengths, weaknesses, opportunities, threats along with
competitive advantages available in the current markets are taken under consideration. The
company takes into account several factors in order to keep a track of their employees and staff
members, changing consumer behavior and others. The organizational audit is to be done with
the assistance of SWOT analysis (George, 2012). In this part of the assessment, the
organizational audit is completely done with relevance to Global Star organization.
Strengths Weaknesses Opportunities Threats
The organization’s clear
business segments as
well as objectives prove
to be their major
strength. However, from
the past years, the
organization has
The company’s
nonspecific business
approach has resulted in
its increasing structure
of cost. The price value
of the products is higher
and moreover, the
The demand for the
household items and
competences may
increase, which in
turn will improve the
employees’ skills
The threats of the
organization are
generally the existing
competitive atmosphere
of other leading
companies. The
company has lesser

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achieved uninterrupted
profit. The strategy of
international expansion
is a major strength, as it
will help them improve
their global market
understandings. Some
better programs of the
investments as well as
capital expenditures
have also benefitted the
company. Strategies like
diversification and
others have proved
advantageous for the
company (Goetsch &
Davis, 2014).
inventory is increasing.
The organization’s
focus on only the
Australian market has
affected its progress in
the international
markets to a huge
extent. It has lower
market share, which
proves its little expertise
and less competence at
the time of delivering
products and services
(Hendry, 2012).
through acquisitions.
The company has
strategies of
expanding its market
in the global platform.
The company needs to
focus on the
improving sustainable
policies in order to
build a better
reputation (Kimball &
Kim, 2013).
restrictions of entry in
the industry and its
regular changes in the
technological aspects
posed a great threat for
the company. If the
company does not
expand their market in
the international
platform, it may face
challenges in terms of
profitability (Kirchmer,
2012).
Figure: SWOT Analysis
(Source: Created by Author)
Summary of the measurements
Effective as well as proper communication disseminates the actual or revised mission or
the scope of the organization. It is the core responsibility of the personnel to make certain that

15MANAGE HUMAN RESOURCES SERVICES
the maximum number of staff members is occupied towards a common procedure of strategic
implementation. Apart than these, the effective communication process within the personnel can
prove to be beneficial as well as helpful. The roles and responsibilities, in addition to this,
include all the proper arrangements of required resources that can be implemented with slight
number of hindrances. The distribution as well as allocation of the available resources is
necessary. Besides, continuous monitoring is also beneficial for the procedure of implementation
(Lee et al., 2014).
Quality assurance and feedbacks
Keeping a record of Global Star’s activities will provide with assistance in assessing the
growth as well as results of the implemented strategies. It also helps in assuring the quality of the
company’s products and services. The development of surveying the clients can help in
providing the company with feedbacks, which in turn, will help them, develop the services
(Kohtamäki et al., 2012).
SMART Targets
SMART Targets Objectives
Specific The company is committed to increase their market
share (Time span: one year).
Measurable To increase their sales by two years.
Achievable The company has achieved their targets by
implementing strategies.
Realistic There doesn’t exist any claim that is unrealistic and
thus, the company can put into practice new

16MANAGE HUMAN RESOURCES SERVICES
strategies in this aspect.
Time bound The company can set their target for a maximum of
three years, for achieving its goals and targets.
Figure: SMART Targets
(Source: Created by Author)
The SMART targets will benefit the Global Star Enterprises in achieving all the
organizational aims in a well planned method. ‘S’ refers to specific targets, which is the overall
growth in the market share and the organization’s profitability. The organization is highly
committed to increase their share in the market. ‘M’ represents the measurable targets that
include the number of items sold by the company as well as the level of target achieved. ‘A’
stands for the achievable targets, which is the implementation of innovative strategies for
achieving the company’s targets. The Global Star Enterprise can unquestionably achieve the
desired outcomes if these innovative strategies are properly implemented. ‘R’ refers to the
realistic targets, that is, the realistic objectives and aims of the organization. However, there
doesn’t exist any claim that is unrealistic and thus, the organization can implement these new
strategies in this aspect. Lastly, ‘T’ stands for the time bound approach of the enterprise. The
company can set their target for a maximum of three years, for achieving its goals and targets
(Lee et al., 2014).
Implementation of improvements
In addition to this, the company can also apply the differentiation strategy, in order to
grow. Moreover, development in the human resource policies must be taken care. The

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Company’s should focus on their Human Resource Management policies and procedures. The
company should focus on providing its employees and associates with a great life of working,
including the other non-monetary factors. It must give equal importance to other important
things, such as professional and personal life balance, better growth opportunities, good
leadership and a friendly environment of training and development. It should also focus on the
manpower selection, planning, recruitment, training, development, grievance redress and
employee retention as well as welfare initiatives (Pearce & Robinson, 2013).
Assessment 3-Scenario
Question 1
The Human Resource Professionals of the Global Star Enterprises needs to display a
strong business ethics’ level. However, the company has a number of legislation which is applied
to the employees as well as the organizations. These legislations need to be complied at the times
while providing human resources support as well as services. The specific human resources
policies and practices include The Privacy Act 1988, The Fair Work Act 2009, Anti-
discrimination and EEO legislation and Work health and safety legislation. The values of the
organization indicate the types of conduct that is required by the employees while carrying out
certain operations for the organization. It also helps in communicating the standards that are
further expected from the stakeholders and other clients. The values of Global Star Enterprises
cover the areas of Compliance with Legislation, Employment of staff, Client Service, Receiving
gifts from clients and suppliers, Employee integrity and privacy and others.

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Question 2
The company is committed to the ethical issues of its business and corporate activities.
The matter should be investigated by asking other employees if they are facing the same issues
or not. This can also be done through conducting surveys which will help in gaining feedback.
The company is expected to perform their activities with utmost truthfulness, integrity and
honesty. It should follow the areas specified under the Code of Ethics. If any employee faces any
kind of issue in the organization, he/she must immediately report it to the managerial head. This
will help the company maintain their policies and procedures, which in turn will benefit them. In
addition to this, the company can also conduct a quality assurance program and monitor the
performance of the employees, so that further confidentiality leaking issues does not occur.
Question 3
Until the matter is investigated, the human resource manager of the Global Star
Enterprises can call up Lucy and give her a warning regarding this. Moreover, the manager must
conduct a session with other employees and make them understand the consequences of
breaching confidentiality. In addition to this, the manager must check the options and decide on
the steps against Lucy. Confidential information should not be disclosed, except the ones which
are approved by Chief executive officer or the ones which are required by the law. In such case,
employees can even be terminated from the company. Moreover, the employee can also be
charged with criminal charges.
Question 4
The company can face severe consequences due to this, which may include monetary
damage. Such a situation may mar the whole reputation of the company; it can even cause legal
troubles. Job performances of the employee may hamper and it can destroy the business

19MANAGE HUMAN RESOURCES SERVICES
relationships. In addition to this, it can even lead to criminal acts. When the confidential
information goes into wrong hands, the consequences can be severe. Moreover, it can cause
fraud, theft, discrimination at the workplace and more.
Question 5
The potential consequences may be; Lucy’s wrong deeds can cause severe damage and
tarnish her reputation to a large extent, which will even cause damage to her future. She can also
be charged with criminal charges or even termination. It can be stopped by taking some
preventive measures like, reviewing the whole situation, taking a session with the members to
make them understand regarding the effect of breaching confidentiality, checking the facts
objectively, checking whether other options are available or not and moreover, action steps must
be decided.
Question 6
To the GSE Workforce,
Subject: Promoting the company’s code of ethics.
Respected Ma’am/Sir,
Global Star Enterprises’ aim is to become the leading manufacturer of Australia. Its
objectives are to be socially responsible, economically viable and environmentally aware. The
company promises to deal fairly with their employees, without taking any unfair advantages.
They ensure employee protection, in a fair and honest manner. All the workers of the company
are aware of the company’s norms and policies, without any breach of confidentiality. The
employees are supposed to maintain confidentially of the company, while performing their

20MANAGE HUMAN RESOURCES SERVICES
duties. If any employee make some improper use or disclose facts in an improper manner, then
he/she may face severe consequences.
Yours faithfully,
XYZ
Manager