Review the scenario information provided in the appendices of this assessment task and the simulated business information for JKL (in Assessment Task 1).

Review work completed and information gathered for Assessment Tasks 1 and 2, particularly performance information and planned monitoring activities.

You have implemented the service delivery strategies based on the case study in Assessment Task 1.

You wish to collect feedback from: managers; external providers of HR services; and clients, regarding HR performance against set performance expectations.

You need to gather feedback covering the following areas:

financial performance

customer value

people development

operational process efficiency

organisational values, policies and legal obligations.

You will need to capture information on potential causes for performance issues.

You have decided to develop a client satisfaction survey to gather qualitative, level 1 feedback (the ‘Reaction’ level on the Kirkpatrick Model) from a range of stakeholders to supplement performance scorecard information provided in Appendix 1.

3.Consider the following scenario:

4.Develop a survey on HR service delivery to obtain feedback from clients, including:

a.senior management

b.line managers

crecruitment service provider

d.employees.

5.Analyse the feedback (in surveys)  as performance data provided in Appendix 1.

6.Prepare an action plan to support changes and implementation of changes over the next six months. You may want to use the action plan template provided in Appendix 2. Include in your plan:

a.activities designed to obtain support and approval from clients for service changes and changes to SLAs

b.activities, resources and strategies designed to effectively implement, monitor and win buy in from organisational stakeholders and clients of HR services. 

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