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BSBHRM 501 Manage Human Resource Service

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Question:

Please complete the following activities and hand in to your trainer for marking. This forms part of your assessment for BSBHRM501: Manage human resource service.

Name:                   _____________________________________________________________

Address:              _____________________________________________________________

                                _____________________________________________________________

Email:                    _____________________________________________________________

Employer:           _____________________________________________________________

Declaration

I declare that no part of this assessment has been copied from another person’s work with the exception of where I have listed or referenced documents or work and that no part of this assessment has been written for me by another person.

Signed:                 ____________________________________________________________

Date:                     ____________________________________________________________

If activities have been completed as part of a small group or in pairs, details of the learners involved should be provided below;

This activity workbook has been completed by the following persons and we acknowledge that it was a fair team effort where everyone contributed equally to the work completed.  We declare that no part of this assessment has been copied from another person’s work with the exception of where we have listed or referenced documents or work and that no part of this assessment has been written for us by another person.

Learner 1:            ____________________________________________________________

Signed:                 ____________________________________________________________

Learner 2:            ____________________________________________________________

Signed:                 ____________________________________________________________

Learner 3:            ____________________________________________________________

Signed:                 ____________________________________________________________ 

Competency Record to be completed by Assessor

Learner Name:                  _______________________________________________________

Date of Assessment:      _______________________________________________________

The learner has been assessed as competent in the elements and performance criteria and the evidence has been presented as;

 Learner is deemed:                         COMPETENT                      NOT YET COMPETENT    (Please circle) If not yet competent, date for re-assessment:                   ____________________________________ Comments from Trainer / Assessor:__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Assessor Signature:                        ________________________________________________________Observation/DemonstrationThroughout this unit, the learner will be expected to show their competency of the elements through observations or demonstrations. The observations and demonstrations will be completed as well as the formative and summative assessments found in the Learner Workbook. An explanation of demonstrations and observations:Demonstration is off-the-jobA demonstration will require:
  • Performing a skill or task that is asked of you
  • Undertaking a simulation exercise
Observation is on-the-jobThe observation will usually require:
  • Performing a work based skill or task
  • Interaction with colleagues and/or customers
The observation/demonstration will take place either in the workplace or the training environment, depending on the task to be undertaken and whether it is an observation or demonstration. Each task must be observed. You will need to ensure you provide the learner with the correct equipment and/or materials to complete the task. You will also need to inform the learner of the time they have to complete the task; this will once again vary, depending on the task.You should be able to demonstrate you can:
  • Determine strategies for delivery of human resource services
  • Manage the delivery of human resource services
  • Evaluate human resource service delivery
  • Manage integration of business ethics in human resource practice.
You will also need to demonstrate the following skills:
  • Reading
  • Writing
  • Oral Communication
  • Numeracy
  • Navigate the world of work
  • Interact with others
  • Get the work done 
Activities  

 

Assessor Initials

Authentic

 

Valid

 

Reliable

 

Current

 

Sufficient

 

Estimated Time

15 Minutes

Objective

To provide you with an opportunity to analyse business strategy and operational plans to determine human resource requirements

Activity

What is the link between operational and strategic plans? 

List at least five HR requirements that the HR department may need to source. 

Explain the resource requirements for each item. The answers will vary from organisation to organisation. 

Estimated Time

15 Minutes

Objective

To provide you with an opportunity to review external business environment and likely impact on organisation’s human resource requirements

Activity

What are the main external factors that will influence human resource requirement?

Estimated Time

15 Minutes

Objective

To provide you with an opportunity to consult line and senior managers to identify human resource needs within their area

Activity

Why is it important to consult with line and senior managers to identify human resource needs within their area?

What can consulting with line and senior managers help you identify? 

How can this information assist HR professionals? 

Estimated Time

15 Minutes

Objective

To provide you with an opportunity to review organisation’s requirements for diversity in the workforce

Activity

Diversity in the workplace is essential; within the organisation it is important to ensure that they recruit and retain the person with the best skills and talent to fulfil the position. This should be regardless of gender, sexual orientation, race, religion or disability.

Name five reasons why following legislative guidelines helps to improve the organisation’s profile and provides benefits to the organisation. 

Estimated Time

40 Minutes

Objective

To provide you with an opportunity to develop optionsfor delivery of human resource services that comply with legislative requirements, organisational policies and business goals

Activity

Cost benefit analysis can assist you in determining the options to deliver human resource services. What are you comparing when you calculate the CBA?  What benefits can you obtain by calculating the CBA over time?

 

What are the four steps of risk analyses?

What is the importance of recommendations and their relevance to groups?

What can be the impact if the human resource service options do not comply with legislative requirements and organisational policies? 

Your role is to deliver induction training to new employees.  Following the recommendations of the HR department, you offer to induct staff to your work area.  What legislative requirements would you need to know? 

Estimated Time

15 Minutes

Objective

To provide you with an opportunity to develop and agree on strategies and action plans for delivery of human resource services

Activity

What is consensus decision making?

Using the Consensus Decision-Making Flow Chart explain in your own words, how you would resolve a problem as a Manager.  You may use an example from your own work place to explain the flow chart.  Are there any ways in which to improve the process?

If you have no example to use, discuss the following in your answer:

Lee Jones has recommended that the paperwork for the processing of a new employee be changed.  Several members of staff will be affected by the change.  Chris will no longer need to enter the new data for the employee into the computer.  This would lighten Chris’ responsibilities and would no longer be needed to work in a full time position.  A scanner costing $2000.00 would process the paperwork in half the time.  Alex would have to file the information and would be placed under more pressure because he also generates the payroll for the fortnightly period.

 

Discuss the various scenarios.

 

Using the final decision in the consensus decision making flow chart, briefly outline how you would action the decision, using the action planning steps.

Estimated Time

15 Minutes

Objective

To provide you with an opportunity to agree and document roles and responsibilities of human resource team, line managers, and external contractors

Activity

Using the last two questions in Activity 1F, recommend and discuss the documentation that you should use to implement the plan.  In your answer include that importance of documenting the roles and responsibilities of the HR team. 

 

Estimated Time

20 Minutes

Objective

To provide you with an opportunity to develop and communicate information about human resource strategies and services to internal and external stakeholders

Activity

What is a stakeholder? 

What is an internal stakeholder? Give three examples. 

What is an external stakeholder? Give three examples.

Give five examples of direct communication.

Give five examples of indirect communication. 

Your organisation has decided to reduce the rate of pay for overtime from time and a half to time and a third. It is the HR department’s responsibility to communicate this to the field staff. Select a method, or methods, of communicating this and explain you reasons. 

Estimated Time

20 Minutes

Objective

To provide you with an opportunity todevelop and negotiate service agreements between the human resource team, service providers and client groups

Activity

List the service providers that your organisation uses and the services that they offer.

 

Service agreements should identify the following:

Ø  Goals

Ø  The services that must be delivered

Ø  The support and resources required

Ø  The roles of the parties

Ø  The expected effectiveness of service delivery

Ø  Costs and payments

Ø  The way in which services are developed and provided

 

Choose one of the service providers chosen above and outline each of the areas that the service agreement should identify.

 

 

Using the answers that you have provided in this section, make notes on the service level agreements key clauses.

Key Clauses

Outline

Description of the service

 

 

Service definition

 

 

Performance tracking

 

 

Problem management

 

 

Fees and expenses

 

 

Duties of the parties

 

 

Security

 

 

Warranties and remedies

 

 

Legal compliance

 

 

Variation of Agreement

 

 

Terminations

 

 

 

 

 

Estimated Time

10 Minutes

Objective

To provide you with an opportunity to document and communicate service specifications, performance standards and timeframes

Activity

What is the key importance of duration and communication in this process?

Estimated Time

20 Minutes

Objective

To provide you with an opportunity to identify and arrange training support if required

Activity

What information does the Performance Improvement provide you with?ou use an external provider to deliver training to your staff.  Is this the only support that they need?  Why? Why not?at support is offered to staff within your organisation to develop staff?

What is the importance of the support programs?

 

Estimated Time

15 Minutes

Objective

To provide you with an opportunity toagree on, and arrange monitoring of quality assurance processes

Activity

What is the importance of monitoring quality assurance in regards to external providers?

 When you monitor a program, what should you be able to identify? 

When should quality start to be monitored? 

Estimated Time

25 Minutes

Objective

To provide you with an opportunity toensure that services are delivered by appropriate providers,according to service agreements and operational plans

Activity

When choosing an external provider, what do you need to know?

What is a needs assessment? 

Two staff has completed a needs assessment.  The HR manager has identified that they need training to update their computer skills.

Using the information that you have used, put together an outline of what you need to know and make recommendations on how you can do it.  Design a questionnaire if you find this easier.

Why do you need the external provider?

What should you keep in mind when you choose an external provider? 

 

Estimated Time

15 Minutes

Objective

To provide you with an opportunity to identify and rectify underperformance of human resource team or service providers

Activity

What is underperformance?

Why does underperformance arise?List the steps that you may be required to follow if underperformance arises in your team? 

Estimated Time

20 Minutes

Objective

To provide you with an opportunity to identify appropriate return on investment of providing human resource services

Activity

According to the Human Resource management performance model what areas should be measured to indicate an appropriate return on investment on HR services?

Consider areas that this way of measuring performance may be problematic.

Estimated Time

10 Minutes

Objective

To provide you with an opportunity to establish systems for gathering and storing information needed to provide human resource services

Activity

Individually answer or discuss in pairs the following questions:

 

It is vital for HR to ensure that they maintain good data bases and that all information is current and relevant,ensuring at all times that data protection legislations are adhered to.

Name five types of information thatHR need to keep records on.

Estimated Time

20 Minutes

Objective

To provide you with an opportunity to survey clients to determine level of satisfaction

Activity

Individually answer or discuss in pairs the following questions:

What questions should you ask when you are going to develop a survey?

 

 

 

 

 

How can you control the size of the survey? Why would you need to control the size of the survey?

When asking survey questions, what should you not do? is the difference between verifiable and unverifiable questions?

 

Estimated Time

15 Minutes

Objective

To provide you with an opportunity tocapture on-going client feedback for the review processes

Activity

What does feedback measure?

List the different types of feedback.

What should feedback focus on?

Estimated Time

15 Minutes

Objective

To provide you with an opportunity to analyse feedback and surveys and recommend changes to service delivery

Activity

You have been asked to review feedback for a recent survey from ten customers. Your organisation has two training providers.  The feedback for training organisation one identifies the seven customers is happy with their provider, one is not and the others are indifferent.

Draw a graph depicting these results.

The feedback for training organisation two identifies four customers is happy with the provider, five are not and one is indifferent.

Use a line graph to demonstrate these results.

Read the graphs, assess them and recommend which training organisation the company should retain.

 

Estimated Time

15 Minutes

Objective

To provide you with an opportunity to obtain approvals to variations in service delivery from appropriate managers

Activity

Why is it important to make sure that you obtain the appropriate approvals to variations in service delivery?

Why do organisations have paper trails in regards to obtain approvals?

What steps do you need to follow to obtain approval to change service delivery in your work area?

 

Estimated Time

15 Minutes

Objective

To provide you with an opportunity to support agreed change processes across the organisation

Activity

What role can HR play in organisation change?

Estimated Time

15 Minutes

Objective

To provide you with an opportunity toensure personal behaviour is consistently ethical and reflects values of the organisation

Activity

Outline the Code of Ethics that you follow as a part of your role within your organisation.how would you ensure that personal behaviour is consistent and reflects the values of the organisation?

Estimated Time

15 Minutes

Objective

To provide you with an opportunity to ensure Code of Conduct is observed across the organisation, and its expectations are incorporated in human resource policies and practices

Activity

In your own words, define what a code of conduct is and what you will find in the code of conduct. 

Estimated Time

15 Minutes

Objective

To provide you with an opportunity toobserve confidentiality requirements in dealing with all human resources information

Activity

What is the difference between confidentiality and privacy?how does this apply to the human resources department?

Estimated Time

15 Minutes

Objective

To provide you with an opportunity to deal promptly with unethical behaviour.

Activity

How should unethical behaviour be dealt with?

Estimated Time

15 Minutes

Objective

To provide you with an opportunity to ensure all human resource staff understand requirements regarding their ethical behaviour

Activity

How can you ensure that human resource staff understand requirements regarding their ethical behaviour? 

 

Estimated Time

45 Minutes

Objective

To provide you with an opportunity to demonstrate your knowledge of the foundation skills, knowledge evidence and performance evidence.

Activity

Complete the following individually and attach your completed work to your workbook.

 

The answers to the following questions will enable you to demonstrate your knowledge of:

 

Ø  Reading

Ø  Writing

Ø  Oral Communication

Ø  Numeracy

Ø  Navigate the world of work

Ø  Interact with others

Ø  Get the work done

Ø  Identify the key provisions of legal and compliance requirements that apply to managing human resources

Ø  Summarise the organisation's code of conduct

Ø  Explain human resource strategies and planning processes and their relationship to business and operational plans

Ø  Describe performance and contract management

Ø  Explain how feedback is used to modify the delivery of human resources

 

Answer each question in as much detail as possible, considering your organisational requirements for each one.

 

For this activity you will need to demonstrate the process you would go through to determine strategies for the delivery of human resources services, how you would manage and evaluate the delivery of human resources services, and how you would manage the integration of business ethics in human resources practices.

 

Ø  Explain how to analyse business strategy and operational plans to determine human resources requirements

Ø  Demonstrate how to review external business environment and its likely impact on your organisation’s human resource requirements

Ø  How would you communicate with management to identify human resource needs in relevant areas

Ø  Explain how you would develop options for the delivery of human resources services that comply with legislative requirements, organisational policies and business goals.

Ø  Demonstrate how you would develop and communicate information about human resources strategies to internal and external stakeholders

Ø  Describe the process you would go through to develop, negotiate, implement, monitor and evaluate service agreements between the human resources team, service providers and client groups

Ø  Explain how you would identify and rectify under performance of the human resources team and/or service providers.

Ø  Develop a process to evaluate the delivery of human resources service including gathering and storing information, determining client satisfaction, analysing feedback to inform recommended changes, and obtaining approval and support from appropriate managers.

Ø  Explain the process you would follow to manage the integration of business ethics in human resources practices. Ensure you identify organisational ethics and values, how this is incorporated into human resources policies and practices, and how unethical behaviour is identified and managed. 

Estimated Time

60 – 120 Minutes

Objective

To provide you with an opportunity to demonstrate your knowledge of the entire unit.

Activity

This is a major activity – your instructor will let you know whether you will complete it during class or in your own time.

Attach your completed answers to the workbook.

You must individually, answer the following questions in full to show your competency of each element:

1.       Determine strategies for delivery of human resource services

2.       Manage the delivery of human resource services

3.       Evaluate human resource service delivery

4.       Manage integration of business ethics in human resource practices

 

Individually complete the following and present it as a portfolio:

 

In the last quarter, almost none of the HR Departments goals have been met.  We are paying two Computer Companies to maintain the computer systems and three organisations are offering the same services for training.  Your job will be to narrow the strategic plan into operational plans and ensure that all goals are reached in the next six months. 

 

You are not familiar with the HR Department so you will need to rely heavily on the skills of other staff by obtaining ongoing feedback from the HR team and employees who are familiar with your goals.

 

Ø  The Strategic Plan is to find one provider for each of the computing and the training services.  Set realistic goals and develop an outline of an operational plan around it. Identify gaps in needs and outline how you would address them (i.e. training or coaching – how would you support this initiative?

Ø  In consultation with managers you need to gather data to obtain feedback from internal clients who are being serviced by each party. Design the tools and explain how you would distribute them.

Ø  How would you display the results of the survey?

Ø  Outline a report format on how you would analyse and communicate your findings.

Ø  You find that no policy has been developed for the organisation’s customer service surveys.  Develop one on the expected ethical personal behaviour of the HR team and how any unethical behaviour will be addressed to all staff with access to the results.

Ø  Remembering that goals are not being met, redevelop and negotiate service agreements with the parties and address how you would support them to ensure that these goals are being met.

Ø  Who needs to provide approvals for any variations? Delegate a member of your team and address what procedures should be developed to obtain approvals.

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