Assessment Task 3

Assessment Task 3
services
BSBHRM501B Manage human resources
Assessment Resource Summary

Course
BSB51107 Diploma of Management
Unit of
Competency
BSBHRM501A Manage Human Resources Services
Duration of Training and Learning

Term and Year
Term 1A, 2016
100 hours
Sabbir
Chowdhury
Trainer
Assessment Methods
Due in Week
Assessment 1 Assignment and role-play - 25%
Assessment 2 Case Study and Presentation - 25%
Assessment 3 Report - 25%
Assessment 4 Assignment - 25%
Last Modification Date
July 2015
Proposed Review Date
July 2016
2014 Innovation and Business Industry Skills Council Ltd
1st edition version: 1

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Assessment Task 3
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Assessment Task 3 - Evaluate HR
service delivery
In this assessment task, you will demonstrate skills and knowledge
required to collect feedback on and evaluate human resources service
delivery.

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Assessment Task 3
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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.

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Assessment Task 3
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Procedure
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
Tasks 1 and 2, particularly performance information and planned
monitoring activities.
You have implemented the service delivery strategies based on the case
study in Assessment Task 1.
You wish to collect feedback from: managers; external providers of HR
services; and clients, 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.
You will need to capture information on potential causes for performance
issues.
You have decided to 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.
3. Consider the following scenario:
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. Analyse the feedback (in surveys) as performance data provided in
Appendix 1.
6. Prepare an action plan to support 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. activities designed to obtain support and approval from clients
for service changes and changes to SLAs

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Assessment Task 3
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b. activities, resources and strategies designed to effectively

implement, monitor and win buy in from organisational
stakeholders and clients of HR services.

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Assessment Task 3
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You must provide

1. Develop a survey on HR service delivery
2. A 12 page report on service delivery performance, including proposed
recommendations for service improvement or variation, 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
3. Action plan to support amended implementation of HR service

delivery. 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.
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


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Assessment Task 3
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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.

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Assessment Task 3
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Appendix 1 Company balanced

scorecard (HR related performance)
KRA
Financial
Customer value
People
development
Objective or
target
Performance
metric or KPI
Result
Costs of new HR
measures kept
to forecasts as
outlined in
Assessment
Task 1
Cost of HR
measures
20% budget
overrun
5% growth in
revenue to
$20,000,000
gross revenue
$ revenue
$18,000,000
gross revenue
90% managers
agree HR
contributes to
business
financial
success
% agree
60% agree
Maintain market
share in sales
and service at
around 15%
Market share
12% market
share
10% Market
share in trucks
Market share
5% market
share
90% managers
agree that HR
helps them to
meet customer
needs
effectively
% agree
70% agree
100% rental
staff trained in
sales
% rental staff
trained in sales
60%
successfully
trained

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Assessment Task 3
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KRA
Process
Objective or
target
Performance
metric or KPI
25% managers
engaged in
career
development
% managers
enrolled in
internal or
external
programs
4% enrolled in
further training
90% job
satisfaction rate
% satisfied with
role and career
prospects within
company
70% satisfaction
100% of
performance
reviews
conducted in
accordance with
policy
% completion
80% completion
rate
90% of
administrative
HR tasks
completed on
time and in
accordance with
policy
% completion
75% completion
rate
90% managers
agree their own
HR officer is
effective and
personally
helpful
% agree
80% agree
Result

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Assessment Task 3
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Survey questions
1. What is your gender?
Female
Male
2. What is your position?

Senior management
Line managers
Recruitment service provider
Employees
3. How many years of service do you have with JKL?

Less than 1 year
1 - 5 years
6 - 10 years
11 - 20 years
More than 20 years
4. I have good access to HR employees for advice and assistance.

Strongly agree
Agree
Disagree
Strongly disagree
Do not know
5. When I contact my HR department, I usually receive help:

Within 1 workday

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Assessment Task 3
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Within 2 or 3 workdays
Within a week
After more than a week
Never
6. Have you found that getting HR information is more difficult

than you believe it should be because of a lack of sufficient skill in
the HR staff?
To a great extent
Somewhat
To a small extent
Not at all
7. Have you found that getting HR information is more difficult

that you believe it should be because of a lack of sufficient staff
resources in the HR department?
To a great extent
Somewhat
To a small extent
Not at Not at all
8. Have you had any problems finding or obtaining access tothe

right person in the HR department to get the information or
service you need?
Yes
No
I have not attempted to contact the HR department
9. Do you believe the HR department made sincere attempts to

solve your problems or answer your questions?
Yes

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Assessment Task 3
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No
I have not attempted to contact the HR department

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Assessment Task 3
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Analysis report
Summary for recommended changes
With the introduction of SLA implementation into JKL for a
better structure and system, its main aim was to deliver a new
direction of human resource management system as well as
bringing out the best employee experience and benefits.
Communication among different departments across the

organization.
Employees entitlements and benefits.
Fair and just work allocation for all employees.
Ensuring the human rights of the employees.
Enforcing corporate policies regarding ethical issues
Performance data analysis

According
to
the
performance
data
collected
via
questionnaires, there are some criteria within plausible expectations
while some did not reach the desired standard.
Performance metric
or KPI
Result
Costs of new HR
measures kept to
forecasts as outlined
in Assessment Task 1
Cost of HR measures
20% budget overrun
5% growth in revenue
to $20,000,000 gross
revenue
$ revenue
$18,000,000 gross
revenue
90% managers agree

HR contributes to
business financial
success
% agree
60% agree
100% rental staff

trained in sales
% rental staff trained

in sales
60% successfully
trained
Objective or target

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Assessment Task 3
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Objective or target
Performance metric
or KPI
25% managers
engaged in career
development
% managers enrolled
in internal or external
programs
4% enrolled in further
training
90% job satisfaction

rate
% satisfied with role

and career prospects
within company
70% satisfaction
Result
There occurred some financial overrun due to the ineffective

prior planning and the people training aspect was not performing up
to the expectation. Therefore, some proposed recommendations
could be such as:
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.

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Assessment Task 3
BSBHRM501B Manage human resources services
Appendix 2 Action plan template

Activity
Reducing the
lead time for
recruitment
process &
procedure
Constructing
recruitment
policies &
simplifying them
Workshop
sessions for
morale and
workplace
education
Timeline
1 month period
Strategy/application of
policy
(if relevant)
Identifying
the
sources of problems in
the process steps.
Rectifying
problems.
1 month period
4 months period
the
Brainstorming for the

process simplification
to
remove
unnecessary steps.
Identify current issues

and shortcomings to
talk in workshop
programs for the
benefits &
entitlements
guidelines.
Resources
HR employees
Involved
departments
HR employees
Involved
departments
HR employees
Involved
departments
Person
Policy
Manager in
charge
Corporate
HR policy
Operation
policy
Manager in
charge
Corporate
HR policy
Manager in
charge
Corporate
HR policy
Consider better ways

to amend these
entitlements to better
serve employees.

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Assessment Task 3
Activity
Internal
recruitment &
placement
Timeline
3 months period
BSBHRM501B Manage human resources services

Strategy/application of
policy
(if relevant)
Screen potential
employees for specific
areas of expertise.
Conduct interview and
recruitment tests to
filter out candidates.
Resources
Involved
employees
Person
Policy
HR
department
Corporate
HR policy
Operation
policy

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Assessment Task 3

BSBHRM501B Manage human resources

Assessment Resource Summary

BSB51107 Diploma of Management

BSBHRM501A Manage Human Resources Services

Duration of Training and Learning

Term 1A, 2016

Assessment 1 Assignment and role-play - 25%

Assessment 2 Case Study and Presentation - 25%

Assessment 3 Report - 25%

Assessment 4 Assignment - 25%

Last Modification Date

Proposed Review Date

2014 Innovation and Business Industry Skills Council Ltd

1st edition version: 1

BSBHRM501B Manage human resources