Reference no: EM132347882

Manage Human Resources Services Assignment -

Assessment 1 - Develop HR Delivery Strategies (Project, Report, Demonstration)

Performance objective - In this assessment task, you will demonstrate the skills and knowledge required to determine strategies for the delivery of human resources services.

Assessment description - In response to a provided simulated business scenario, you will identify human resources needs through a review of business documentation and the external business environment and through role-played consultation with line and senior managers. You will then develop options for delivery of human resources (HR) services (later to be formalised in a service level agreement) and present these in a short report. You will then develop an action plan for the delivery of HR services that includes roles and responsibilities for implementing proposed service level agreements.

Procedure -

1. Review the additional information provided for JKL, external business environment and identify possible impact on human resources requirements.

2. Arrange with your assessor to consult with two managers to determine HR requirements:

a. Service Manager

b. Sales Manager

3. Prepare a 1-2 page report on human resources needs that includes:

a. A discussion of human resources needs gathered from:

• analysis of business documentation.
• consultation with internal stakeholders.
• a review of the external business environment.

b. A discussion of at least two options to meet human resources needs and discuss the risks associated with each (relate risks to your review of external business environment), such as:

• labour market skills shortages.
• slow economic growth.
• business confidence.
• uncertainty in environmental regulatory environment.

c. Return on investment (ROI) calculation and analysis for each option.

d. Recommendations to meet HR needs including recommendations for service level agreement/s.

e. A discussion of HR strategies to deliver HR services in accordance with business needs, diversity, and anti-discrimination policy.

4. Prepare an action plan to communicate and implement recommendations over the next four weeks. (You may use the template provided in additional information). Include:

a. timelines

b. roles and responsibilities (include roles for HR team, line managers, senior managers, external parties, etc. as required for implementation)

c. resources required; including financial resources and technology for communication to stakeholders (both internal and external)

d. strategies and tactics to ensure successful implementation, including monitoring activities and technology required to collect and manage data in accordance with policies and procedures

e. activities - you need to include the activities required to communicate and promote changes, to communicate SLAs (for implementation in Assessment Task 2), and to implement your recommendations to meet HR requirements.

5. Arrange with assessor to meet and role-play meeting with Operations Manager to approve action planning and make revisions as required.

Specifications -

You must:

• participate in three role-plays with the: Service Manager, Sales Manager and Operations Manager
• submit a 1-2 page report on HR requirements and recommendations
• submit action plan (revised as required by Operations Manager in role-play).

Note: ensure deliverables adhere to recordkeeping policy, particularly file-naming conventions.

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 the organisational plans
• communication and negotiation skills to consult with key stakeholders across the organisation and ensure their support for human resources strategies
• learning skills to see that performance is managed and skills are developed in a range of contexts
• technology skills to: communicate with key stakeholders and 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.

Assessment 2 - Deliver HR Services (Project, Demonstration, Presentation)

Performance objective - 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 and potential return on investment (ROI) in order to build understanding and buy in among internal stakeholders. You will also identify and manage underperformance through development of a coaching/performance management action plan.

Procedure -

Part A -

1. Review the additional information provided for JKL and assessment task two scenario information.

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 additional information. As much as possible, 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 measures related to meeting requirements of the organisation's values, code of conduct, and legal obligations.

4. Prepare and deliver a presentation to managers on the human resource strategies developed in Assessment Task 1 and seek agreement on your draft SLA (which formalises agreement on delivery of options by HR service providers to internal clients). In your preparation, 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 ROI.

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

• focus on building quality into the process and continuous improvement
• focus on preventing problems through early identification
• monitor constantly
• set clear accountabilities.

g. Discuss strategies for monitoring performance against SLA with respect to the organisation's values, code of conduct, and legal obligations.

5. Amend SLA and action plan for implementation if required due to input from managers.

Part B -

1. Review performance issue ( provided in assessment task two secnario information) to Identify instances of underperformance and develop an action plan to address underperformance of team or service providers as soon as possible. Address two of the three scenarios presented. 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.

Specifications -

You must:

• deliver a presentation on HR service delivery and strategies
• submit presentation notes or slides
• submit draft and amended service level agreements
• submit an amended action plan for delivery of SLA
• submit an action plan to address and rectify HR delivery underperformance in two of the three scenarios.

Note: Ensure deliverables adhere to the file-naming conventions of the organisation.

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 and 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.

Assessment 3 - Evaluate HR Service Delivery (Project, Report)

Performance objective - In this assessment task, you will demonstrate skills and knowledge required to collect feedback on and evaluate human resources service delivery.

Assessment description - In response to a simulated business scenario and following on from work undertaken in Assessment Tasks 1 and 2, you will seek feedback on human resources (HR) service delivery and develop an evaluation report on performance.

Procedure -

1. Review the additional information provided for JKL and assessment task three scenario information.

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

3. Revise action planning undertaken in Assessment Task 1 to include service delivery surveys and information from company balanced scorecard (provided in assessment three scenario information) over the current financial year. Include actions to adhere to organisational recordkeeping policy.

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

a. senior management

b. line managers

c. recruitment service provider

d. employees.

5. Provide a copy of the survey to your assessor for completion. The assessor will fill out several surveys as if completed by various stakeholders.

6. Obtain the completed surveys from your assessor.

7. Analyse the feedback (in surveys) provided by your assessor as well as company balanced scorecard performance data provided in assessment three scenario information.

8. Prepare a report on HR service delivery performance for the operations manager. Include in your report:

a. a summary of proposed recommendations for service delivery changes (executive summary)

b. analysis of performance data, including adherence to values, code of conduct, organisational policy and legal requirements

c. proposed recommendations for service improvements, for example:

• changes to service level agreement/s (SLAs)
• changes to implementation strategies
• reference to business needs in connection with changes and impact (if any) on business or operational plans
• revised return on investment (ROI) figures with justification.

9. Prepare an action plan to support communication of changes and implementation of changes over the next six months. Include in your plan:

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

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

Specifications -

You must provide:

• amended action plan/s for monitoring of service delivery performance
• a survey on HR service delivery
• a 1-2 page report on service delivery performance, including proposed recommendations for service improvement or variation
• action plan to support communication of and amended implementation of HR service delivery.

Note: ensure deliverable adhere to recordkeeping policy.

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 and 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.

Assessment 4 - Integrate Business Ethics in HR Practices (Project)

Performance objective - In this assessment task, you will demonstrate the skills and knowledge required to manage the integration of business ethics in human resources practices.

Assessment description - You will reflect on simulated business scenarios and answer a series of questions applying analytical skills and knowledge of HR management. You will submit written answers to your assessor by the deadline agreed with your assessor.

Procedure -

1. Review the additional information provided for JKL and assessment task four scenario information.

2. Submit written answers to each scenario-based question and associated documents by the agreed deadline and according to the specifications outlined below. Ensure you keep copies for your records.

Specifications -

You must provide:

• written answers to scenario-based questions
• associated documents if required, for example: action plans (Q1a) and amended policies (Q1d).

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 and 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.

Attachment:- Manage Human Resources Assignment Files.rar