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Name:______________________________

Assessment criteria for BSBHRM501
Manage human resource service
In this document, you will find the foundation of what is required to become competent in this unit. For further information on each element, you can refer to the Assessment Matrix. Included in this document are the elements for the unit, foundation skills, assessment requirements as well as an assessment tool definition list and the crucial observation and third-party check lists. As well as all the areas covered here, each student must also complete all workbook activities, case studies and major activities, where stated, to become competent within this unit.
NOTE – Re-assessment:
Students will have a maximum of two (2) reassessments attempts if competency is not achieved in the first instance.
The final grade of ‘C’ for Competent or ‘NC’ for Not Competent is only given at the completion of the unit of competency when all components or parts of the assessment are graded as ‘S’ for Satisfactory. Unsatisfactory results are marked as NS.
Elements for Competency Demonstration
Elements for Competency Assessment:
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
Performance Evidence:
Evidence of the ability to:
? Plan and manage human resource delivery within legislative, organisational and business ethics frameworks
? Communicate effectively with a range of senior personnel
? Identify and arrange training support where appropriate
? Calculate human resource return on investment within the organisation
Foundation Skills:
Reading
? Critically evaluates and applies content from a range of structurally complex texts
Writing
? Develops a range of documentation using tone, structure and language suited to context and audience
Oral Communication
? Asks questions to gather information and listens carefully to evaluate information
? Uses appropriate vocabulary and tone in negotiations
Numeracy
? Makes basic calculations to ensure work output meets predetermined timeframes
? Selects from an expanding range of mathematical strategies when analysing investment policies
Navigate the world of work
? Considers and adheres to organisational policies and procedures when developing plans and strategies
? Monitors adherence to legislative and organisational requirements
? Appreciates the implications of ethical, legal and regulatory responsibilities related to own work
? Considers own role in terms of its contribution to broader goals of the work environment
Interact with others
? Recognises the importance of taking audience, purpose and contextual factors into account when making decisions about what to communicate to whom, why and how
? Collaborates with others to achieve joint outcomes, playing an active role in facilitating effective group interaction

Get the work done
? Develops plans for complex, high-impact activities with organisational implications
? Uses systematic, analytical processes to solve problems in complex, non-routine situations
? Uses analytical processes to decide on a course of action, establishing criteria for deciding between options, and seeking input and advice from others
? Uses digital technologies and systems safely, legally and ethically when gathering, storing and accessing information
Knowledge Evidence:
To complete the unit requirements safely and effectively, the individual must:
? Identify the key provisions of legal and compliance requirements that apply to managing human resources
? Summarise the organisation's code of conduct
? Explain human resource strategies and planning processes and their relationship to business and operational plans
? Describe performance and contract management
? Explain how feedback is used to modify the delivery of human resources
Assessment Conditions:
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the workforce development – human resource development field of work and include access to:
? Business strategy and operation plans
? Business technology
? Legislation, regulations and codes of practice relevant to staff recruitment, selection and induction
? Interaction with others
Assessors must satisfy NVR/AQTF assessor requirements.
Links:
Companion volumes available from the IBSA website: http://www.ibsa.org.au/companion_volumes
Any observations and practical assessments must be recorded in the observation checklist. All practical tasks should be demonstrated during the length of the course. As the instructor, you must maintain a record demonstrating the date of the practical activities and any comments relevant to the performance of each student. Where a student is not able to demonstrate competence in a practical observation activity, further questioning should be put in its place.
As the instructor, you could be assessing the student’s literacy, numeracy and language skills, as well as the content and context of his/her answers.
In some cases, you will have to adjust and amend the assessment tools, using different and varied methods (such as oral assessment), to allow students to be assessed according to their needs and abilities.
Assessment Tool Definitions
Assessment Tool How is it used? What is it?
Learner Workbook Activities
(Entire completion is required) Each student should be given a Learner Workbook which will hold many activities, both formative and summative, that all need to be completed in conjunction with the appropriate sessions. The PowerPoint, Learner Guide and instructor should provide further information to help with the activities.
Observation/Demonstration
(To be completed for each numbered point as stated on the checklist) An observation should be completed for each of the students by the instructor. If the tasks aren’t everyday actions, a simulated environment is acceptable, or a demonstration can be set up. An observation checklist can be found at the end of this document.
Major Activity
(Entire completion is required) A Major Activity is a summative assessment and can be found in the Learner Workbook, after all the activities are completed. This is an extended piece of summative assessment which should take anywhere between 1-2 hours and every student should complete this work. It is a requirement for each unit to check knowledge and understanding.
Skills and Knowledge Activity
(Entire completion is required) A Skills and Knowledge Activity is a summative assessment and is found before the Major Activity in the Learner Workbook. This should take between 1-2 hours and every student should complete this work. It is a requirement for each unit to check knowledge and understanding of the foundation skills and knowledge evidence.
Third Party
(To be completed for each numbered point as stated on the checklist) A Third-Party checklist is very similar to an Observation Checklist in its format, but it can be completed by someone who works with the learner and has witnessed them completing tasks which coincide with the elements of the unit. The checklist can be found at the end of this document.
Case Study
(Entire completion is required) Not all units will have Case Studies but those that do will be clearly stated within the PowerPoint and the Learner Workbook. It will appear as any other activity, but it will be named ‘Case Study’ and will provide an example of a possible real-life situation for the learner to read, interpret and then answer questions on.
Learner Guide
(To be used as an informational guide) The Learner Guide links with the Learner Workbook as it provides the information given during sessions and more. It can help students to further their knowledge and to also complete the activities.
Evidence Document
(Not a necessity for completion of unit but can be used as an aid or to collect further evidence) The Evidence Document lists all the Elements and Performance Criteria with an area for written reports etc, to add evidence to the student’s portfolio. It can be used for any of the performance criteria, especially those which may not have been covered by any other assessment tool. The student can circle many the criteria that they may feel they need further evidence of or it can be used as a guide for completing further Observations and Third-Party reports.
Observation/Demonstration
Throughout 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-job
A demonstration will require:
? Performing a skill or task that is asked of you
? Undertakings simulation exercise
Observation is on-the-job
The 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.
Learner should be able to demonstrate they 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 practices
Learners should also demonstrate the following skills:
? Reading
? Writing
? Oral Communication
? Numeracy
? Navigate the world of work
? Interact with others
? Get the work done
Observation/Demonstration Checklist
Candidate’s Name
Assessor or Observer’s Name
Unit of Competence
(Code and Title) BSBHRM501 Manage Human Resource Service
Date of Assessment
Location 75 Gozzard Street, Gungahlin 2913
Demonstration Tasks
Materials and Equipment
Tasks to be observed, demonstrated or simulated if appropriate Yes No Comment
1. Determine strategies for delivery of human resource services:
Did the learner demonstrate that they could analyze business strategy and operational plans to determine human resource requirements?
2. Determine strategies for delivery of human resource services:
Did the learner demonstrate that they could review external business environment and likely impact on organisation's human resource requirements?
3. Determine strategies for delivery of human resource services:
Did the learner demonstrate that they could consult line and senior managers to identify human resource needs in their areas?
4. Determine strategies for delivery of human resource services:
Did the learner demonstrate that they could review organisation's requirements for diversity in the workforce?
5. Determine strategies for delivery of human resource services:
Did the learner demonstrate that they could develop options for delivery of human resource services that comply with legislative requirements, organisational policies and business goals?
6. Determine strategies for delivery of human resource services:
Did the learner demonstrate that they could develop and agree on strategies and action plans for delivery of human resource services?
7. Determine strategies for delivery of human resource services:
Did the learner demonstrate that they could agree and document roles and responsibilities of human resource team, line managers, and external contractors?
8. Manage the delivery of human resource services:
Did the learner demonstrate that they could develop and communicate information about human resource strategies and services to internal and external stakeholders?
9. Manage the delivery of human resource services:
Did the learner demonstrate that they could develop and negotiate service agreements between the human resource team, service providers and client groups?
10. Manage the delivery of human resource services:
Did the learner demonstrate that they could document and communicate service specifications, performance standards and timeframes?
11. Manage the delivery of human resource services:
Did the learner demonstrate that they could identify and arrange training support if required?
12. Manage the delivery of human resource services:
Did the learner demonstrate that they could agree on, and arrange monitoring of quality assurance processes?
13. Manage the delivery of human resource services:
Did the learner demonstrate that they could ensure that services are delivered by appropriate providers, according to service agreements and operational plans?
14. Manage the delivery of human resource services:
Did the learner demonstrate that they could identify and rectify underperformance of human resource team or service providers?
15. Manage the delivery of human resource services:
Did the learner demonstrate that they could identify appropriate return on investment of providing human resource services?
16. Evaluate human resource service delivery:
Did the learner demonstrate that they could establish systems for gathering and storing information needed to provide human resource services?
17. Evaluate human resource service delivery:
Did the learner demonstrate that they could survey clients to determine level of satisfaction?
18. Evaluate human resource service delivery:
Did the learner demonstrate that they could capture ongoing client feedback for the review processes?
19. Evaluate human resource service delivery:
Did the learner demonstrate that they could analyse feedback and surveys and recommend changes to service delivery?
20. Evaluate human resource service delivery:
Did the learner demonstrate that they could obtain approvals to variations in service delivery from appropriate managers?
21. Evaluate human resource service delivery:
Did the learner demonstrate that they could support agreed change processes across the organization?
22. Manage integration of business ethics in human resource practices:
Did the learner demonstrate that they could ensure personal behaviour is consistently ethical and reflects values of the organisation?
23. Manage integration of business ethics in human resource practices:
Did the learner demonstrate that they could ensure code of conduct is observed across the organisation, and its expectations are incorporated in human resource policies and practices?
24. Manage integration of business ethics in human resource practices:
Did the learner demonstrate that they could observe confidentiality requirements in dealing with all human resource information?
25. Manage integration of business ethics in human resource practices:
Did the learner demonstrate that they could deal promptly with unethical behaviour?
26. Manage integration of business ethics in human resource practices:
Did the learner demonstrate that they could ensure all persons responsible for the human resource functions understand requirements regarding their ethical behaviour?
The candidate’s performance was: Not Satisfactory Satisfactory
Further Comments:
Candidate’s Signature
Assessor/Observer’s Signature
Support Questions for observation checklist
Candidate’s Name
Assessor or Observer’s Name
Unit of Competence
(Code and Title)
Date of Assessment
Location
The candidate’s performance was: Not Satisfactory Satisfactory
Client Feedback
Candidate’s Signature
Assessor/Observer’s Signature
Third Party Reports
The Third-Party Report should be completed by a senior member of staff i.e. a supervisor or manager, where possible. The report should cover the points below, with a description to show that the tasks have been witnessed over time, while working with the learner. Examples, times, dates etc. should be included, if possible.
As this unit is about managing human resource services, you will need to have witnessed the learner within a working or training environment:
1. Determining strategies for delivery of human resource services
2. Managing the delivery of human resource services
3. Evaluating human resource service delivery
4. Managing integration of business ethics in human resource practices.
Ticking yes/no next to the tasks is required, as well as an accompanying report.
Third Party Checklist
Candidate’s Name
Assessor or Observer’s Name
Unit of Competence
(Code and Title)
Date of Assessment
Location
Demonstration Tasks
Materials and Equipment
Tasks to be simulated if not witnessed over time: Yes No
1. Did the learner analyze business strategy and operational plans to determine human resource requirements?
2. Did the learner review external business environment and likely impact on organisation's human resource requirements?
3. Did the learner consult line and senior managers to identify human resource needs in their areas?
4. Did the learner review organisation's requirements for diversity in the workforce?
5. Did the learner develop options for delivery of human resource services that comply with legislative requirements, organisational policies and business goals?
6. Did the learner develop and agree on strategies and action plans for delivery of human resource services?
7. Did the learner agree and document roles and responsibilities of human resource team, line managers, and external contractors?
8. Did the learner develop and communicate information about human resource strategies and services to internal and external stakeholders?
9. Did the learner develop and negotiate service agreements between the human resource team, service providers and client groups?
10. Did the learner document and communicate service specifications, performance standards and timeframes?
11. Did the learner identify and arrange training support if required?
12. Did the learner agree on, and arrange monitoring of quality assurance processes?
13. Did the learner ensure that services are delivered by appropriate providers, according to service agreements and operational plans?
14. Did the learner identify and rectify underperformance of human resource team or service providers?
15. Did the learner identify appropriate return on investment of providing human resource services?
16. Did the learner establish systems for gathering and storing information needed to provide human resource services?
17. Did the learner survey clients to determine level of satisfaction?
18. Did the learner capture ongoing client feedback for the review processes?
19. Did the learner analyse feedback and surveys and recommend changes to service delivery?
20. Did the learner obtain approvals to variations in service delivery from appropriate managers?
21. Did the learner support agreed change processes across the organisation?
22. Did the learner ensure personal behaviour is consistently ethical and reflects values of the organisation?
23. Did the learner ensure code of conduct is observed across the organisation, and its expectations are incorporated in human resource policies and practices?
24. Did the learner observe confidentiality requirements in dealing with all human resource information?
25. Did the learner deal promptly with unethical behaviour?
26. Did the learner ensure all persons responsible for the human resource functions understand requirements regarding their ethical behaviour?
The candidate’s performance was: Not Satisfactory Satisfactory
Further comments:
Candidate’s Signature
Assessor/Observer’s Signature
Third Party Evidence
Confidential Information
Name of Candidate
RTO:
Unit(s) of Competence
As part of the assessment for the units of competency, we are seeking evidence to support a judgment about the candidate’s competence. As part of the evidence of competence we are seeking reports from the supervisor and other people who work closely with the candidate.
Name of the supervisor:
Workplace:
Address:
Phone:
Do you understand which evidence/tasks the candidate has Yes No
provided/performed that you are required to comment on?
As the assessor explains the purpose of the candidates Yes No
assessment?
Are you aware that the candidate will see a copy of this form? Yes No
Are you willing to be contacted should further verification of this Yes No
statement be required?
What is your relationship to the candidate?
How long have you worked with the person being assessed?
How closely do you work with the candidate in the area being assessed?
What is your technical experience and/or qualification (s) in the area being assessed? (Include any assessment or training qualifications.)

Does the candidate:
Perform tasks to the industry standards? Yes No
Managed job tasks effectively? Yes No
Implement safe working practices? Yes No
Solve problems on the job? Yes No
Work well with others? Yes No
Add that to new tasks? Yes No
With unusual or non-routine situations? Yes No
Overall do you believe the candidate conforms to the standard required by the unit of competency on a consistent basis?
Identify any training needs for the candidate:

Table of Contents
Table of Contents 1
Candidate Details 3
Assessment – BSBHRM501: Manage human resource service 3
Competency Record to be completed by Assessor 4
Observation/Demonstration 5
Activities 6
Activity 1A 6
Activity 1B 7
Activity 1C 8
Activity 1D 9
Activity 1E 10
Activity 1F 11
Activity 1G 12
Activity 2A 13
Activity 2B 14
Activity 2C 16
Activity 2D 17
Activity 2E 18
Activity 2F 19
Activity 2G 20
Activity 2H 21
Activity 3A 22
Activity 3B 23
Activity 3C 24
Activity 3D 25
Activity 3E 26
Activity 3F 27
Activity 4A 28
Activity 4B 29
Activity 4C 30
Activity 4D 31
Activity 4E 32
Skills and Knowledge Activity 33
Major Activity 35

Candidate Details
Assessment – BSBHRM501: Manage human resource service
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 except for 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 except for 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;
Assessor Initials
Authentic
Valid
Reliable
Current
Sufficient
Learner is deemed: COMPETENT NOT YET COMPETENT (Please circle)
If not yet competent, date for re-assessment: ____________________________________
Comments from Trainer / Assessor:
__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Assessor Signature: ________________________________________________________
Observation/Demonstration
Throughout 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-job
A demonstration will require:
? Performing a skill or task that is asked of you
? Undertaking a simulation exercise
Observation is on-the-job
The 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:
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 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
Activity 1A
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.
Activity 1B
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?
Activity1C
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 be consulting with line and senior managers help you identify?
How can this information assist HR professionals?
Activity1D
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.
Activity 1E
Estimated Time 40 Minutes
Objective To provide you with an opportunity to develop options for 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?
Activity 1F
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.
Activity 1G
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.
Activity 2A
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 your reasons.
Activity 2B
Estimated Time 20 Minutes
Objective To provide you with an opportunity to develop 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:
? Goals
? The services that must be delivered
? The support and resources required
? The roles of the parties
? The expected effectiveness of service delivery
? Costs and payments
? 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
Activity 2C
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?
Activity 2D
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?
You use an external provider to deliver training to your staff. Is this the only support that they need? Why? Why not?
What support is offered to staff within your organisation to develop staff?
What is the importance of the support programs?
Activity 2E
Estimated Time 15 Minutes
Objective To provide you with an opportunity to agree on, and arrange monitoring of quality assurance processes
Activity What is the importance of monitoring quality assurance regarding external providers?
When you monitor a program, what should you be able to identify?
When should quality start to be monitored?
Activity 2F
Estimated Time 25 Minutes
Objective To provide you with an opportunity to ensure 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?
Activity 2G
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?
Activity 2H
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.
Activity 3A
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 always that data protection legislations are adhered to.
Name five types of information that HR need to keep records on.
Activity 3B
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?
What is the difference between verifiable and unverifiable questions?
Activity 3C
Estimated Time 15 Minutes
Objective To provide you with an opportunity to capture on-going client feedback for the review processes
Activity What does feedback measure?
List the different types of feedback.
What should feedback focus on?
Activity 3D
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.
Activity 3E
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 regarding obtain approvals?
What steps do you need to follow to obtain approval to change service delivery in your work area?
Activity3F
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?
Activity 4A
Estimated Time 15 Minutes
Objective To provide you with an opportunity to ensure 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?
Activity 4B
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.
Activity 4C
Estimated Time 15 Minutes
Objective To provide you with an opportunity to observe 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?
Activity 4D
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?
Activity 4E
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?
Skills and Knowledge Activity
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:
? Reading
? Writing
? Oral Communication
? Numeracy
? Navigate the world of work
? Interact with others
? Get the work done
? Identify the key provisions of legal and compliance requirements that apply to managing human resources
? Summarise the organisation's code of conduct
? Explain human resource strategies and planning processes and their relationship to business and operational plans
? Describe performance and contract management
? 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.
? Explain how to analyse business strategy and operational plans to determine human resources requirements
? Demonstrate how to review external business environment and its likely impact on your organisation’s human resource requirements
? How would you communicate with management to identify human resource needs in relevant areas?
? Explain how you would develop options for the delivery of human resources services that comply with legislative requirements, organisational policies and business goals.
? Demonstrate how you would develop and communicate information about human resources strategies to internal and external stakeholders
? 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
? Explain how you would identify and rectify under performance of the human resources team and/or service providers.
? 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.
? 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.
Major Activity
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.
? 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?
? 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.
? How would you display the results of the survey?
? Outline a report format on how you would analyse and communicate your findings.
? 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.
? 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.
? 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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