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This unit covers the skills and knowledge required to successfully plan, manage and evaluate the delivery of human resource services within an organisation.
The key topics covered in this learning content includes:

Determine strategies for delivery of human resources services
Manage the delivery of human resource services
Evaluate human resource service delivery
Manage integration of business ethics in human resource practice

Mission and Vision

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 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).

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).

Departments and Common Goal

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 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 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.

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 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).

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 adaptive to the societal changes.

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 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

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.

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 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).

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).

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).

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%

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

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.

Expansion Plans

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 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.

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).

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).

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 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 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).

Disciplinary Procedures

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).

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.
  • Dispute resolution processes.

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 other factors.

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.

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.

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 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).

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 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).

The demand for the household items and competences may increase, which in turn will improve the employees’ skills 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).

The threats of the organization are generally the existing competitive atmosphere of other leading companies. The company has lesser 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)

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 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).

PEST Analysis

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 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).

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 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).

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.

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.

Stakeholder Analysis

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.

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 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.

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.

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 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

References 

Armstrong, M., & Taylor, S. (2014). Armstrong's handbook of human resource management practice. Kogan Page Publishers.

Barrick, M. R., Thurgood, G. R., Smith, T. A., & Courtright, S. H. (2015). Collective organizational engagement: Linking motivational antecedents, strategic implementation, and firm performance. Academy of Management Journal, 58(1), 111-135.

Beardwell, J., & Thompson, A. (2014). Human resource management: a contemporary approach. Pearson Education.

Boussebaa, M. (2015). Control in the multinational enterprise: The polycentric case of global professional service firms. Journal of World Business, 50(4), 696-703.

Bratton, J., & Gold, J. (2012). Human resource management: theory and practice. Palgrave Macmillan.

Brewster, C., & Hegewisch, A. (Eds.). (2017). Policy and Practice in European Human Resource Management: The Price Waterhouse Cranfield Survey. Taylor & Francis.

Chun, J. S., Shin, Y., Choi, J. N., & Kim, M. S. (2013). How does corporate ethics contribute to firm financial performance? The mediating role of collective organizational commitment and organizational citizenship behavior. Journal of Management, 39(4), 853-877.

Davidson, B. I., & Stevens, D. E. (2012). Can a code of ethics improve manager behavior and investor confidence? An experimental study. The Accounting Review, 88(1), 51-74.

Doyle, D., & Locke, G. (2014). Lacking Leaders: The Challenges of Principal Recruitment, Selection, and Placement. Thomas B. Fordham Institute.

George, E. A. (2012). Incorporating Rights: Empire, Global Enterprise, and Global Justice. U. St. Thomas LJ, 10, 917.

Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. Upper Saddle River, NJ: pearson.

Hendry, C. (2012). Human resource management. Routledge.

Kimball, E., & Kim, J. (2013). Virtual boundaries: Ethical considerations for use of social media in social work. Social Work, 58(2), 185-188.

Kirchmer, M. (2012). Business process oriented implementation of standard software: how to achieve competitive advantage efficiently and effectively. Springer Science & Business Media.

Kohtamäki, M., Kraus, S., Mäkelä, M., & Rönkkö, M. (2012). The role of personnel commitment to strategy implementation and organisational learning within the relationship between strategic planning and company performance. International Journal of Entrepreneurial Behavior & Research, 18(2), 159-178.

Lee, Y. K., Choi, J., Moon, B. Y., & Babin, B. J. (2014). Codes of ethics, corporate philanthropy, and employee responses. International Journal of Hospitality Management, 39, 97-106.

Mišanková, M., & Ko?išová, K. (2014). Strategic implementation as a part of strategic management. Procedia-Social and Behavioral Sciences, 110, 861-870.

Pearce, J. A., & Robinson, R. B. (2013). Strategic management: Planning for domestic & global competition. McGraw-Hill/Irwin.

Wachs, M. (Ed.). (2017). Ethics in planning. Routledge.

Williams, C. (2013). Principles of management. South-Western Cengage Learning.

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