Question BSBHRM 501 Task 2 Manage HR services

28 Jun Question BSBHRM 501 Task 2 Manage HR services

Question

BSBHRM 501 Task 2 Manage HR services

In this assessment task, you will demonstrate the knowledge or skills required to manage the communication, promotion and delivery of human resources services.

Assessment description

In response to a simulated business scenario and following on from work undertaken in Assessment Task 1, you will communicate information on human resources (HR) strategies, service level agreement/s (SLAs), performance standards in order to build understanding. You will also identify and manage underperformance through development of a coaching/performance management action plan.

Procedure

Part A

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

2. Review work completed and information gathered for Assessment Task 1, and in particular, the selected options for HR service delivery and action planning.

3. Develop a service level agreement (SLA) draft in response to HR requirements identified in Assessment Task 1. An SLA template is provided in Appendix 1. Attempt to align the service level agreements to the overall strategic and operational needs of the organisation.

For example, develop performance metrics related to financial or investor value, customer value, development of people or employee value, and the value added through improvement of HR management practices and processes. Remember to include the organisationâ??s values, code of conduct, and legal obligations.

4. Prepare to deliver a presentation to managers on the human resource strategies developed in Assessment Task 1, ensure that your presentation will cover the following.

a. Work to gain support for strategies and the draft SLA.

b. Discuss relationship of SLA to business performance at various levels of the organisation (for example, helps sales people meet customer needs, helps managers, helps senior managers, helps the organisation achieve its vision).

c. Discuss the need for training to enable effective implementation of SLA.

d. Discuss risk level and management (risk mitigation) for proposed strategies.

e. Discuss methods for monitoring performance against the SLA, for example strategies to:

â?? focus on building quality into the process and continuous improvement

â?? focus on preventing problems through early identification

â?? monitor constantly

â?? set clear accountabilities.

f. Discuss strategies for monitoring performance against SLA with respect to the organisationâ??s values, code of conduct, and legal obligations.

5. Deliver the presentation.

Part B

1. Identify of underperformance using the information provided in Appendix 2.

2. Develop an action plan to address underperformance of team or service providers. Address two of the three scenarios presented in Appendix 2. Action plans should include:

a. performance management activities

b. timelines

c. strategies to ensure success/integration with organisational values/policy/business ethics/legal requirements

d. resources

e. responsibilities.

Note: You may use the template provided in Appendix 3.

You must provide

1. Deliver a presentation on HR service delivery and strategies developed in Assessment Task 1. Submit presentation notes or slides

2. Submit draft service level agreements

3. Submit an action planfor delivery of SLA and rectify HR delivery underperformance in two of the three scenarios.

Your assessor will be looking for:

? analytical and problem?solving skills to review business and operational plans and to develop and evaluate human resources strategies to support them

? communication and negotiation skills to consult with key stakeholders across the organisation and ensure their support for human resources strategies

? communication skills to manage service delivery

? learning skills to see that performance is managed and skills are developed in a range of contexts

? technology skills to:

? communicate with key stakeholders

? support HR functions, including data collection and managing information according to legislation and organisational policies

? knowledge of human resources strategies and planning processes as they relate to business and operational plans

? knowledge of performance and contract management

? knowledge of relevant legislation that applies to human resources.

Appendix 1 â?? Service level agreement template

General Information

Purpose

Vision

Service Performance

Mission

Scope

Hours of operations

Performance Expectations

Service expectations

Service Process/Area

Expectation

Performance metric

Performance monitoring schedule

Working assumptions

Service constraints

Service level agreement maintenance

Terms of agreement