BSBHRM501 Report: Woolworths HRM, SLA, Ethics, and Improvement Plan

This report analyzes a human resource management assignment centered on Woolworths, an Australian supermarket chain. The assignment focuses on a service level agreement (SLA) for training and development within the company's customer service department. The report begins with an introduction to Woolworths, outlining its strategic and operational plans, and identifying its human resource needs as consulted with stakeholders. It then describes the specific HR service, discusses relevant legislation, and explores options for service delivery. The core of the report involves an implementation plan, monitoring and measuring service progress, and identifying appropriate training support. Furthermore, it provides advisory notes for stakeholders regarding SLA implementation and ethical practices. The assignment includes a survey to gather feedback from stakeholders and a report addressing ethical and confidentiality issues related to service delivery. The report concludes with recommendations for improving the SLA and ensuring ethical conduct within Woolworths' HRM practices.

Human Resource Management
Name of the Student
Name of the University
Author Note

Table of Contents
Introduction................................................................................................................................3
Identification and review of the strategic and operational plans................................................3
Outline of the human resource needs as consulted with stakeholders.......................................4
Description of the specific human resource service...................................................................4
Specification and discussion of the legislation..........................................................................5
Discussing options for delivering service..................................................................................5
Implementation plan...................................................................................................................5
Monitoring and measuring progress of the service delivery......................................................6
Identification and discussion of appropriate training support....................................................6
Advisory notes to the stakeholders in the implementation of SLA...........................................6
Advisory notes for the maintenance of ethical practices...........................................................7
Draft:..........................................................................................................................................7
SLA Requirements and reflections..........................................................................................10
Conclusion................................................................................................................................11
Reference:................................................................................................................................12

Introduction
Woolworths is an Australian supermarket which has another pseudonym for Woolies which
is a chain of the grocery store. In the year 1924, along with Coles Woolworths has formed a
chain of the duopoly business in the supermarkets of Australia and which has been accounted
for more than eighty per cent of the markets in Australia. The main feature of the
Woolworths is to sell groceries like fruits, veggies, meats, etc. now; they have also inclined in
selling of the magazines, health, DVD’s and other beauty products, pet products, cosmetics,
etc. The current operation of Woolworths is under a thousand stores all over Australia where
it includes 976 supermarkets and more of 19 Metro convenience stores which carry the same
logo. The number of employees working in Woolworths is 115500 in around 995 locations of
the Woolworths market. It’s headquarter is located in Bella Vista, New South Wales,
Australia (Woolworths Group, 2019a). The key people those who are involved with this
subsidiary retail business are Brad Banducci who is the Chief Executive Officer of this
company, Claire Peters who is the Managing Director of the Woolworths Supermarket.
Identification and review of the strategic and operational plans
The main aim of the business is to be one of the loved retailers for families, youth and kids.
The main objective of Woolworth is to enhance the turning of stocks and to optimize the
efficiency of the network in the market. This company has invested a huge amount in the
supply chain and its network of distribution. The planning of the strategies of the Woolworth
is for the success of the long term aims of the business. This act is to maximize the value of
the shareholder in the portfolio business. The company is thriving to establish the market of
competition in the retail sector where it takes the strategic stance to the profitability via the
effective supply chain of the business while maintaining the overall growth of the business.
The policy of the staff in this company is overhauling so as to get the benefits of using the
talent both locally and internationally (Woolworths Group, 2019b). Woolworths is very much
dedicated in order to improve the perception of the customer while delighting the existence of
the customers and attracting new consumers. As Woolworths is considered to be one of the
most renowned and famous retail organisations, it has a dedicated field in the department of
human resource that focuses on the management of the effective employee for the
organisation. Woolworths have successfully formulated their department of human resource
assisting with few important as well as certain approaches of the human resources. The
developing and the talent of recruitment, matching the staff with the requirements of the

business, training and retaining as well as reducing the size are the important method those
have been adopted by the Woolworths Limited. According to the Woolworths Limited, the
operation of the retail organisation and their functions of human resource work at the level of
different strategy and functions. This is just because of the practitioners are involved in the
planning of the human resource and corporate planning at several strategic level. Apart from
this, the level of the functionality of the line managers carry out various activities at the
functional level ensuring the employees at the perfect time, for the right place and cost.
Outline of the human resource needs as consulted with stakeholders
Woolworth consists of both the internal as well as the external shareholders the integration of
the human resources solutions which has been accounted for nearly eighty seven per cent on
the impact of the management of the human resource and ninety one per cent of the impact of
the human resources on the employees. In order to form a value for the line employees and
the managers the human resource departments must give the practices of the human resource
managers those are fully reinforced and integrated each other. There are the employees and
the line managers those who expect the department of the human resource to properly
integrate the practices of the human resources with the strategy of the business. This kind of
integration with the business is hence reinforced with the human resources practices and
policies those can work together to render easy solutions to the organisation. The role of the
human resources in the contribution of the management of the flow of the accounts of the
information for seventy seven per cent of the impact of the human resources on the external
customers and fifty six per cent of the total impact of the human resources on the
stakeholders and owners (Woolworthsgroup.com.au, 2019c). If the department of the human
resources tend to support the business in order to create the value for the external
stakeholders, then they must assist in accessing, importing and accessing those significant
external data. In order to ensure that the business organisation has the technical capability and
the social forums for the application and derivation of its total insights the business
organisations tend to reclaim its grounds on the basis of the stockholders need.
Description of the specific human resource service
The training and development specialists within the periphery of the human resources tend to
administer, plan and conduct the programs so as to train the employees and to improve the
knowledge and skills of them. Human Resources development team basically focuses on the
assessment of the requirements of the trainings through the surveys and through the

interviews with the employees and having the consultation with the managers. It helps in the
designing and the creation of the training manuals in the modules of the online learning and
the course materials (Woolworths Group, 2019d). Training and development specialists help
in the creation of the training programs for the organisations and businesses. This is because
they need to do the first assessment according to the requirements of the organisation and
then to enhance the custom training programs that usually take place in the training grounds.
Specification and discussion of the legislation
There are several associations under human resource development those provide classes in
order to enhance the skills and development of their members or employees. The Civil Rights
Act, 1964 states about the fairness in the practices those are related to the training,
development, hiring, and pay and benefits those are only in accordance with the Human
resource management (History.com, 2019). There are some associations which include the
Association for Talent Development and the International Society for Performance
Improvement, which basically specializes in the training and development and offering
programs of certification. Though, the certification is not required, yet it can allow the
credibility and expertise of the professionals. The Work Health Legislation of 2011 is such
that it has to be maintained for the people’s safety at work place where the needs for the good
health and wellbeing of employees is a requirement that the employer has to keep intact to
make it possible for the services to function without any legal norms being broken
(Business.gov.au, 2019). It’s important for the business to have a good working place which
gives the best or care to the employees as their rights.
Discussing options for delivering service
There are several strategies in the development and the providing the training services to the
team members or the employees. This could be done through the lecture method or
discussion method or e-learning method (Woolworthsgroup.com.au, 2019e). Discussion
method and lecture method is the direct way of providing training to the employers whereas,
the e-learning method is an indirect way of providing training to the employees. But
nowadays, the e-learning method has become more convenient because of the new and
innovative development in the technology and it takes very less time to propagate the whole
communication process.

Implementation plan
Name of service: Training and Development in Customer services
Service specification Performance Standard Timeframe
Sales services Good 2 weeks
After sales services High 1 week
Online services Good 1 week
Monitoring and measuring progress of the service delivery
Stakeholders are usually the owner of the company and the company is liable to the
stakeholders or the investors of the company. The most common method of monitoring the
services delivery is through the system functionality. This is to go through the whole system
of the service deliverables and check out the intensity of the work that is done provided the
basic services those the customer service department can provide to the customers in case of
any discrepancies being raised by any of the customers. Here, the feedback systems works
best where the people may be asked questions about the various aspects of sales which would
make the assessors or the training providers an idea of the knowledge that the people in the
team has so that one may build the training program as per the needs of the team along with
the legal knowledge to start.
Identification and discussion of appropriate training support
The Training and Management Department of the organisation will provide the necessary
support as is needed by the customer service department and this support should be
implemented to the customer as they are in very need of getting such services from the
organisation if they product have purchased any from it. The survey was conducted to ensure
that the people gets the right balance for the job and ensures how the information would be
used to make the training meet the needs for the team as is needed for a good working
consumer support team. Hence, the people should be aware of how much the agreements
should be used to make the proper informational inputs to be ready to be served to people via
trainings.
Advisory notes to the stakeholders in the implementation of SLA
The specifications of the actual services are needed and the expectations of the performance
of the service providers are the main aspects of the arrangements of the facilities
management. There are some expectations on the grounds of the consumers about the stages

of services being programmed by the service providers. These are the expectations those are
needed to be translated into the formal and basic needs. The agreements should be formed in
integration and should be developed jointly in order to achieve the targets for both practicable
and appropriate needs. The people of both sides should be ready to serve the SLA
requirements which are needed for the people to be aware of the various roles and
responsibility for the parties associated so that the program is well set for the needs of the
people in the service team.
Advisory notes for the maintenance of ethical practices
The code of ethics of the organisation deals with the overarching principles or the ideals
which makes a proper guidance of the decisions of the organisation while conducting the
delivery of the services and operations in the organisation. The code of ethic provides a basic
understanding and this to done through analysing the personal behaviours of the service
personnel, bullying, conflicts of interests and confidentiality. Further, the people working in
the customer services should follow the ethics so that the consumer’s personal information is
not disclosed by anyone in the team which may bring in disaster for the business and its
repute. The business secrets too have to be maintained by the employees so that they get the
best of support from the team members due to their adherence to the ethics for the business.
In previous cases it was found that the people associated with the Consumer services were
caught giving the consumer’s information like phone numbers, e-mails to other brands for
some money which is not only ethically a blunder but also a crime which should have been
prevented. Hence the necessity for such trainings are important for the consumer service
providers of the business so that they would never restore to such unethical practices but also
make the improvements wherever necessary post the trainings.
Draft:
Service Level Agreement Template
Service LevelAgreement
Between

(Client)
And
(Service Provider)
SERVICE AGREEMENT
This document represents a form service agreement
Between
Mark Jones (Client)
and
Samuel Benson (Service Provider)
For Training and Development of Customer care (name of the service) for the period
____16/07/2019_______________ to_________30/07/2019________.
Signatures
For the Service Provider for the Client
___________________________ ____________________________
(Name) (Name)

(Title) (Title)
Date: Date:
Contact details:

1. GENERAL INFORMATION
Agreement objectives:
The purpose of this Service Level Agreement is mainly towards the businesses than basically towards
the customers. The SLA differs in different level of the services as is provided. It gives a general
description of the working link between two parties for a service contract.
Description of services:
This Service Level Agreement covers the ___training and development of customer care
service_________________ functions for: mainly maintaining the regular check-up of the services
being provided to the customers whilst monitoring their feedbacks and review.
Communications, reporting and review:
The Human resource manager is responsible for the monitoring of the levels of the services. Mr.
Samuel Benson is the primary contact of this client and provider services. The review meetings will
be held at 31/07/2019. General Manager, Assistant Manager, Human Resource Manager will attend
this session.
2. TERMS AND CONDITIONS
Responsibilities of each party to the SLA:
(Service Provider): Provide services to all the customers and to offer specific maintenance as a
distinct part of the offer.
(Client): The customer will take note about all the services being provided by the service holder.
Billing and payment arrangements:The payment and billing arrangement has to be borne by
the supplier which is to get ready for invoice, billing, online billing, tax slips, etc.
Dispute resolution: If there is any such discrepancies those are related to the service providers
and customer or both the disputes could be resolved through communication and negotiation.

Variations: There could also be variations in the SLA because customers may
not like few policies and this is when the organisation needs to change their
policies regarding this.
Exclusions: Some part of the agreement could be excluded due to the
organisational terms or policies and keeping in mind the welfare of the
customers.
Termination:Customers may terminate the services down as are provided by the service
providers which could go against the agreement.
3. SERVICE SCHEDULES
Service: Training and Development of customer care services
Activities Agreed service
level/target
Measured by
(position/title)
Timeframe
After sale services Services in kind to be
given to the customers
Customer Care Service
Manager
2 weeks
Sale services Services on the
grounds
Sales Manager 1 week
Product related queries Fulfilment of the
queries related to
products
Sales Executive 2 weeks
SLA Requirements and reflections
The service provider should be very clear about the objectives that this training program is
looking for along with the roles of the various service providers for the program. The team
members of the business should be aware of the training purpose so that they may give their
perspective to the team leaders who in turn may convey the same to the service providers to
make the event successful. The people should be able to give the feedback and information to
each other ion the process of surveying for the training needs so that the right objectives can
be set for the trainer to deliver within the given time period. The ability of the training or the
individual performance needs can be surveyed post training which further create a chance to
analyse what more is needed to be offered to the people. Hence, before the program and after

the program the meetings are necessary to give the details of the needed performance criteria
so that they understand the needs and get it from the trainings. Post trainings the assessment
of how good the training was for the people and their knowledge was also helpful for the long
run. Hence, the communications is a key to estimate how successful the training was or what
is needed to be added for further developments both individually and for the team. The trainer
should be aware of the roles which the SLA documents which would further be monitored by
the managers responsible from the service taker’s side to ensure the services are imparted
properly for the best of the team’s performance.
Conclusion
The line of conclusion can be drawn by saying that the whole matter of discussion of this
report is on the human resource services as needed to be provided by the management to its
personnel or members. This paper has selected and reflected on the topic of the training and
development of the customer service personnel. This is where the statement could be made
where the actual topic deals with the condition of the relevant statement of the development
of the human resource management services of the organisation with the customer through
service level agreements.

Reference:
Business.gov.au. (2019). Work Health and Safety (OHS) acts, regulations and codes of
practice. [online] Available at: https://www.business.gov.au/risk-management/health-and-
safety/whs-oh-and-s-acts-regulations-and-codes-of-practice [Accessed 19 Sep. 2019].
History.com (2019). Civil Rights Act of 1964. Retrieved 16 July 2019, from
https://www.history.com/topics/black-history/civil-rights-act
Woolworths Group. (2019a). About Us - Woolworths Group. Retrieved 16 July 2019, from
https://www.woolworthsgroup.com.au/page/about-us
Woolworths Group. (2019b). Strategy and objectives - Retrieved 16 July 2019, from
https://www.woolworthsgroup.com.au/page/about-us/our-approach/strategy-and-objectives
Woolworths Group. (2019d). Strategy and objectives - Retrieved 16 July 2019, from
https://www.woolworthsgroup.com.au/page/about-us/our-approach/strategy-and-objectives
Woolworthsgroup.com.au (2019c). Annual Report Retrieved 16 July 2019, from
https://www.woolworthsgroup.com.au/icms_docs/183561_Annual_Report_2013.pdf
Woolworthsgroup.com.au (2019e).Code of Conduct. Retrieved 16 July 2019, from
https://www.woolworthsgroup.com.au/icms_docs/183764_Code_of_Conduct