Develop a client satisfaction survey to gather qualitative

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Reference no: EM131048048

Manage human resources services Assessment Task-

Evaluate HR service delivery:

The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.

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:

For this assessment you will need to use the scenario information provided in the appendices of this assessment, the simulated business information for JKL on moodle (or supplied by your assessor).

In the scenario, you have now implemented the service delivery strategies you developed as Assessment Task.

1. Develop a client satisfaction survey to gather qualitative, level 1 feedback (the ‘Reaction' level on the Kirkpatrick Model) from a range of stakeholders to supplement performance scorecard information provided in Appendix 1. This should enable you to collect feedback from: managers (senior & line); external providers of HR services (recruitment service providers); and clients (employees), regarding HR performance against set performance expectations.

You need to gather feedback covering the following areas:

? financial performance
? customer value
? people development
? operational process efficiency
? organisational values, policies and legal obligations.

2. Revise action planning undertaken in Assessment Task to include service delivery surveys and information from company balanced scorecard (Appendix 1) over the current financial year. Include actions to adhere to organisational recordkeeping / storage of information policies.

You MUST provide a copy of the survey to your assessor. This will enable him/her to complete several surveys from the viewpoint of various stakeholders. You MUST obtain these completed surveys from your assessor before you can continue with the remainder of this assessment.

3. Analyse the feedback (in surveys) provided by your assessor as well as performance data provided in Appendix 1 and 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.
d. a sign off sheet where the operations manager can approve the variations in service delivery proposed in the document.
Note: Ensure your proposed changes are expressed in a business-like and persuasive manner designed to seek approval for and gain support from the operations manager.

4. Prepare an action plan to support communication of changes and implementation of changes over the next six months. You may want to use the action plan template provided in Appendix 2. 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.

Attachment:- Appendix.rar

Reference no: EM131048048

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