BSBHRM501 Manage Human Resource Services Sample Assignment

The eights aspects of the position description that could be used to document responsibilities of a HR are:

1. Recruitment: Job descriptions are being put into action to flourish an employment campaign that visibly demonstrates the liabilities to be executed and qualifications mandatory by the organization for the spot.
2. Selection: Interview questions, employing criteria and screening process are established on the basis of the responsibilities and requirements bounded for the job description.
3. Orientation: A job description aids the workers understand how their job position is relevant to other job positions in the organization.
4. Training: The job description could be taken into account to determine areas where the employee does not fulfil the required qualifications of the position and hence, could be headed for the training.
5. Supervision: The job description could be taken into account by the employees and supervisor to help set up work plans.
6. Compensation: Job descriptions could be operated to advance a constant salary structure, which is based on relative level of duties, responsibilities and qualifications of each position in the organisation.
7. Performance management: The job description and the work plan could be put into action to keep track of employee’s performance.
8. Legal defence: If an employee is fired for negative performance, a precise, thorough and valid job description will help the organization secure its decision.

JOB DESCRIPTION

FOR A HR PROFESSIONAL

PURPOSE OF THE JOB

The HR Professional is in charge for giving provision in the several human resource tasks, which comprises of employment, staffing, training and progress, performance monitoring and staff counselling.

SCOPE

The HR Professional usually advice and assist line managers, supervisors and staff in and about their training needs and prospects, performance reviews, personnel policies and job description and make sure that they have precise and appropriate info to make operative decisions. As inadequate advice or assistance may lead to consequences like lost chances for staff progress, poor staff determination, economic loss and a loss of sincerity for the organisation. The job position directs the staff employment process.

HR PROFESSIONAL ROLES AND RESPONSILIBILITIES

HR professionals are usually, involved in a high-ranking position with obligation for the following:

• Leading and training the HR team to provide an ample HR service to the organization’s business
• Managing healthy relationship with employees
• Assessing employee fulfilment and finding areas that need enhancement
• Coaching managers regarding the issues and processes in their performance management
• Guiding managers and their teams for further development.
• Executing the training and progress program and identifying areas that require attention and upgrade
• Handling talent and sequence planning and captivating total accountability for recruitment goings on and campaigns
• Execution of new HR policies and procedures
• Generating business and people solutions
• Dealing with HR budgets

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge

• HR management
• Job descriptions
• Performance evaluation techniques
• Employees and workers training, progress and appreciation
• Allocation
• Mentoring and Coaching
• Have knowledge about relevant legislation, policies and procedures, northern cultural and political environment and land claims and self-government

Skills

• Guiding skills
• Team building skills
• Problem solving skills
• Basic analysis and advising skills
• Compromise and cooperation skills
• Operational and effective verbal, written and listening communications skills
• Technological skills including
• Active public relations and public speaking skills
• Program and research development skills
• Stress and time management skills

SERVICE AGREEMENT

Subject: New Social Networking Product

This Project Agreement has come into the organization via human resource section and the new department as of the effective date. This agreement is made in enactment of the project mentioned and described on a social networking product. All exploited terms are not explained in this agreement and explanation for unmentioned terms of this agreement are available at organization’s site.

Project: NEW SOCIAL NETWORKING PRODUCT

State of work: The service provider has cooperated and agreed to a documented statement of work, written project plan or other written communication to identify more details about the project scope, required features or functionality, resources, communications and training. Further such writing is integrated and made a part of agreement.

Client services: The client services must take account of ground work for job and position descriptions, guidance on job classification levels, managing workplace changes, equal opportunities websites, induction processes, training programs and promotions.

Recruitment services: The recruitment services must consist of grounding of recruitment services, checking and paying accounts from recruitment agencies, handling applicant queries, assembling selection committees, arranging interviews, checking references and obtaining referee report and preparing offers.

Strategic planning services: There should be planning for new expansion of jobs and analyse the broadcasting lines timely and commence the review of approximately 40 current HR policies.

Entire agreement: This agreement is the final and exclusive agreement with respect to the subject matters. No modifications or amendment to this agreement, or any waiver of any rights under this agreement, will be effective unless in writing and signed by both departments.

Signature: Signature:

Human resource department new department

A training need analysis (TNA) is generally a process used to assess employee competencies against required competencies. TNAs are organized to ensure if the training programs are upgraded and developed based on identified needs. They are usually conducted to assess the knowledge and skills held by employees who are required to deliver HR services. Gaps in their knowledge and skills are identified. It is these gaps which are addressed as part of targeted professional development activities and programs.

1: Interactive training techniques: Interactive training techniques retain the employees busy, as a result they become more receptive to new information. These methods contain group discussion, which is one of the best ways for experienced and educated employees to pass their skills onto new employees and provide open and effective communication among the trainees and the trainer.

2: Computer based training: Computer based training could be conducted by using CD-ROMs, text only as well as multimedia training equipment offering audio, video, inspiring graphics. Trainees can learn these training programs by taking their time at their own pace due to the effectiveness, cost effectiveness, reliability and ease to use of these training programs.

3: Online based training. Online training system is most preferable and effective method of training used by now a days organisations to provide essential training to its employees and workers and helps keep employs involved in their respective work as well and providing training through online sources at the same time.

The arrangements that manager will make to support the training are:

1. Manager should direct a clear idea of the training program goal to the workers.
2. Manager should give a clear declaration of roles, responsibilities and restrictions to prospects to the workers.
3. A coordinator with duty for daily and regular management of the training program.
4. Intended involvement for both mentor and coaches.

SERVICE

DESCRIPTION

DEADLINE

RESULT SATISFACTORY

NON SATISFACTORY

REMARKS

Complain handling and conflict resolution

Asses the complaint

Select the appropriate approach

Communicate with the customers

BY 20XX- 20XY

✔️

An average of 70% employees agreed that their complaints have been handled and conflicts have been resolved properly.

Reducing harassment and discrimination

Number of workers belonging to different religion

Meetings

Negotiation

BY 20XX

✔️

Harassment and discrimination related complaints dropped by 20%

Use of flexible working arrangements

Check the performance

Individual meetings with employees

On request by employees

BY JULY 20XX

✔️

Only 5% of employees and using the flexible working arrangements

Review equal opportunity policies

Fair and equitable process

Workplace behaviour

Communicate policy with employees

BY JULY 20XX

✔️

Still policies are pending to be reviewed and recommendations needed to be made by deadline.

Promote diversity in the workplace

Number of employees

Number of male and female workers

Different age groups

BY JULY 20XX

✔️

Participation of women workers have been increased up to 35% and all buildings to be accessible by wheelchair and religion related discrimination complaints reduced by 50%.

In order to make sure that the services are being delivered by appropriate providers in reference with the service agreement, the organization should refer to ask details of the qualifications and related experience from the personnel who will deliver the services. And in case if the personnel do not have the required qualification then they could inquire whether the personnel responsible for providing services has worked with similar organizations in the past or not. Also, organization can enquire if the personnel have expertise in the competencies where training may be required. Moreover, Organization should ask for references and testimonials from the previous clients and customers in order to detect whether they were satisfied and happy with the service provider or not

A dispute resolution clause in actual fact identifies how the different organizational parties to a contract will proceed about resolving a dispute. The main purpose of a dispute resolution clause is to allow two respective parties which are contracting with each other to set your guidelines as to how you will resolve any potential issues. So I totally agree with this as the guidelines of Dispute resolution clause can not only help in maintaining the business relationships but can also help in cutting the time and costs associated with any argument and can also be helpful in solving the dispute before formal court proceedings will be needed.

Performance gap could be identified by following methods:

1. Create and Conduct a survey: Conduct a survey in a way that makes it easy to find out the performance gap and its best if relevant person’s other existing skills could be identified, not just those for their current role. Hence, Surveys are one of the best way to identify the performance gap.

2. Assemble the results: The outcomes need to be assembled in two different ways. For respective person, it’s important to identify either skills they already have or number of the people who have those skills.

3. Analyse the data: Analysing the data is the best way to identify performance gap in specific roles, within the organisation, people who embrace essential skills and future skills.

4. Other considerations: There are number of considerations and techniques that would apply in identifying the performance the performance gap such as, we should have a reasonably sized workforce, we want to measure skill level and we need to validate the responses.

5. Observations: By observing the employee’s performance we can also identify the gap. Is they are working right or not? Is they are following the training procedure or not?

Actions that could be taken to crack the problem of performance gap could be:

1. Provide additional training to the employees. Explore with them whether they have the actual skills required to do what’s expected.
2. Create a motivating environment for the employee.
3. Provide them detailed explanation of the goals.
4. By observing their performance time to time.

Return on investment is a performance calculator to analyse and evaluate the effectiveness of an investment or to relate the productivity of several different figures of investments. ROI trials the sum of return on an investment qualified to the investment’s cost. It is hard to estimate and measure ROI when it is relevant to HR services because the information and data does not always result in measurable data and it is sourced from different investments.

Following are some of the different ways to calculate the ROI while delivering HR services:

1. Collecting data: Data is gathered during and after the inauguration of HR programs by using questionaries, interviews, focus groups and performance monitoring. Isolating the effects of HR program. This step is quite important as several factors will affect the performance data after the implementation of an hr program.

2. Convert data to financial values: To identify the return on investment, the gathered data need to be converted to financial values and further be compared with HR program cost. This needs a value to be positioned on each part of data linked with the HR program.

Arranging the cost of HR program: The denominator of the ROI formula is the cost of the HR program. The typical cost mechanisms are primary analysis, developing and designing cost for the HR program, time needed by people involved for the HR program. Implementation, maintenance, administration and evaluating costs. The conventional tactic is to take in all these.

Qualitative data is based on human observations. Human resource manager will silently observe the team members and other employees and then will record information about how they behave with each other, their work habits and the problems they face usually that employees need to overcome to give an effective performance at their job. The final decisions to be made by HR should not be completely based on observations. So, HR should take a decision by proper evaluation of these records and can further decide if he need to recruit more or new staff or not?

Quantitative data is usually utilised for ranking employees based on effectiveness of their work and work portions, and to award the best employees and provide promotion to the best employee if needed. Furthermore, such data could be used to explain the termination of employees who did not perform well at their job. Data could be gathered over long period to evaluate the production data regularly to make sure that employees are being creative always. This data could be further used to evaluate the human resource services at the organization.

Answer:

Due to unstoppable invasion of technology over our lives and the global economy, changes are now integral part for the organizations carrying out different businesses. There could be a number of reasons due to which managers might become resistant to change.

Firstly, In case of managers might be resistant to change sometimes, ego of the personnel may interfere making them resistant to change. Usually, managers want to attain the status where they can only advance their ideas and thoughts properly. Or in other words we can say that they act in such a way for their own interest neglecting benefits to the organization and hence resisting the change. Other fact could be when managers become resistant to change could be that they may feel that the change is interfering autonomy and like they have no power or control over his team members and sometimes they may feel humiliated and may resign and recommend other personnel for their job role. So to overcome this situation, a change may need to get to grips with new skills. Resistance is expected to be specific when it comes to new technology. So, by offering training and proper education to the personnel resisting to change, organizations can overcome this problem.

Furthermore, When managers are not happy with changes happening at the organization, they will try taking opinions of other team members and workers to check if they think the same showing their signs that they are resistant to change. Managers will usually communicate with the employees if they need any changes in their work or they are satisfied with the job they are doing right now. He may try to check the ability and skills of employee to work and observe at what point they resist the changes either by conducting tests or staff meetings.

So, in order to combat this problem, organizations can adopt several methods and measures. Some of the methods they can choose is communication sessions, meetings or seminars and tying successful implementations to the compensation. Organizations can make a way to communicate with the manager or personnel resistant to change regarding the new initiatives and the progress happening due to the change and can also overcome this problem by providing employees with daily updates through team meetings or conferences about the development organization has seen after implementing the change and discuss with them about the market strategies. Moreover, organization can make reports on the employee’s performance regularly and can publicly reward those employees who performed well and met goals. So that employees can get encouraged and they will cooperate with the organization whenever the changes will be made in the future. Hence, decreasing the risk of resistance to changes that will occur in the future.

In concern with the scenario, they have proceeded unethically. As the other employees resist to share the useful information with Liza which could have helped her commence her work accurately. They are violating the commons ethics of treating the team members fairly, supporting each other, working cooperatively, respecting one another’s view and making the work environment easy to work. Instead they should have followed the common work ethics that will help to achieve organisational goals in a better way.

As the manager didn’t allow Joey her female partner, he is acting unethically. It is strictly right of every employee to be treated fairly and free from discrimination and no matter if the employees have female or male partners, the manager didn’t have any right to discriminate on the basis of the sex of Joey’s partner.

In this case, the head of the committee has totally acted out of mind by discriminating with YUDI on the basis of his race and his religious background. As it’s a breach of government legislation to not to discriminate with any employee based on their race, gender or ethnic background. So abiding the legislation, the head of committee should understood and respected other religion and its practices as well.

The colleague completely acted unethically as she violated the privacy act and provided all the information about employee to employee’s husband without consulting with her. Even if he was her husband, the colleague breached the privacy act to which she is obliged.

It is very important to develop clear recruitment, selection and induction policies, as the policies of an organization directly have an impact on the organization’s culture like how workers are commend their work and possibilities of things happening at the organization in a way they believe, their actions and values and what the customers, employees and other stakeholders are expecting?. Clear recruitment, selection and induction policies intends to show the capability of the organization and in what way the management is running it. Policies can be either in form of procedural documents or in digitalized online folders or at organization’s website which demonstrates what actions, jobs and specific tasks will be carries out by organization’s staff in a specific way following the legislation. Furthermore, these policies particularly support the organization’s goals and objectives and helps the organization to build its positive image among the community in which it operates, to all of its stakeholders and other people concerned.

The main six elements that should be taken into consideration while developing a recruitment, selection and induction policies and procedures are:

1. Identifying if there is a vacant position at the organization
2. Identify what you want in a person to be recruited
3. Develop a proper and accurate job description by consulting with the related manager to that field in which the person need to be hired.
4. Finalise the most suitable people and decide on selection process and criteria.
5. Select the most appropriate candidate who meets all the requirements in the job description by conducting the interview, then assessment, then doing reference check and medical of the respective candidate.
6. Organize induction for the candidate in order to make the candidate familiar with the organisation’s work environment, other employees and organisation’s policies and procedures.

The following documents are helpful while conducting the recruitment, selection and induction policies and procedures in an organization:

• Application forms
• Checklists
• Working hours and conditions
• Recruitment and selection manuals
• Interview questions and guidelines
• Descriptions of qualifications and skills
• Evaluation forms
• Organizational legislation
• Acknowledgement forms
• Response mails or letters to unsuccessful candidate
• Contracts
• Feedback forms
• Job offers
• Job and candidate specifications
• A range of position descriptions
• Document for seeking authorisation for advertising and appointing
• The selection committee
• Induction procedure
• New employee handbook
• Forms acknowledging participation in induction

The top technological inventions which are really helpful in improving efficiency and effectiveness of the recruitment selection process are:

• KRONOS Workforce ready
• Clear Company HRM
• The Applicant Manager

When developing policies and procedures, it is very important for HR department to seek support from senior managers as they may have better knowledge and information about their specific field at the organization. In detail, it will be better to consult managers as they have better knowledge about their work process and their team members and what are the necessary policies and procedure they want for their specific work field. And after consulting, HR department can make amendments or any adjustment in the policies and procedures before finalising them.

So, while seeking the support of management, following points needs to be discussed with management:

• Policies and procedures Implementation costs
• Objectives of policies and procedures
• Additional costs if the implementation is unsuccessful
• Reasons for the need for the policy
• The wording
• Referring to legislation on which policies and procedures will be based
• Mention Storage location of the documents
• Mention access way to the documents and reviewing of the documents and personnel involved in reviewing process.
• How will be the policies and policies presented to the employees to whom they will apply.

The policies and procedures which are newly developed are usually implemented on a trial basis in order to check if it’s working properly or not and will provide clear idea if its working properly. On the trial basis, all the employees at the organization involved in recruitment process will have a clear understanding of the policies and procedures and it will also help in increasing their knowledge regarding new policies and procedures. The trial basis system will also early indicate the organization if there will be need to do any update in the policies and procedures.

After a trial period, a feedback from management and employees concerned should gathered in order to identify If there is ineffective or almost zero result after following the specific procedure with purpose for which the procedure was implemented OR if the procedure require a specific employee that are unreliable with purpose of the policy or the specific policy is inconsistent for the other policy which is being applied on the same area.

Communication plays a very important role in development and maintenance of a safe and efficient workplace environment. The following six options could be effective to communicate requirements regarding organizational policies and procedures to staff:

1. Email: Email is the most easiest and convenient way to communicate about the new policies and procedures with the staff. Manager should prefer using polite and formal language and should explain very well so that it is easy for everyone to understand.
2. Whiteboard: Whiteboards are often used for writing imperative notices for the employees at an organization. HR Manager could convey to information about new policies and procedure on the noticeboard in the form of a notice so that each and every passing by employee could read it.
3. Handovers: Handovers are used mostly for the verbal passing of information in the written form from one or more persons. It is duty of manager to make sure that all the information regarding new policies and procedures is passed on and if the employees understood it completely or not.
4. Telephone: Manager can communicate with the team members about new policies and procedures by calling them time to time. Since this is least effective but if the manager manage to speak clearly and at the speed that enables the other person easy to understand, this method may work.
5. Forms: Manager can provide staff members with forms indicating information about new policies and procedures written in a clear and understandable form. He should gather views from each and every staff members by making them fill the forms to check if they understood the policies well enough or not.
6. Meeting: Manager can conduct staff meetings or seminars and can communicate with the staff members about the new policies and procedures.

It might be important for staff to take part in some form of training relating to new policies and procedures for recruitment, selection and induction under the following circumstances:

1. Training provides workers the essential skills and knowledge to do their work to the greatest of their capability, and enhancing the productivity and quality of work.
2. It is very important for the workers to attend the training to get conscious regarding health and safety procedure. As only proper training could assure that the workers are handling the job equipment properly and perceiving accurate health and safety practices at the organization.
3. Workers need to have specific training and qualification for their respective and specific job roles. The type of Training referred here the training to meant for the workers to have the proper and accurate skills to carry out their respective work effectively and by law.
4. Moreover, the external and internal type of training helps the workers develop the basic working functions and strengthening the internal worker relationship with each other.
5. Workers with efficient skills could help organisation provide superior level of customer satisfaction by enhancing the reputation at the organization and helps in the ways for best customer maintenance.

The following 8 things might be taken into consideration when determining the future human resource needs for my organization:

Job description: Frame all the essential skills and needs for the job and remember if it is meeting all the expectations regarding the employees.

Consider the business goal: It is essential to determine the organisation goal before finalising the objectives and should try to bring the development plan for HR into line with organization’s need.

Training programs: As per the organization’s requirements and expectations conduct training programs so that the workers are being ready for their specific job roles in the organisation.

Health and safety procedures: Organise and prepare health and safety procedures to provide enough knowledge about these procedures to the workers.

Recruitment process: Choose a proper recruitment process to employ the correct candidate meeting all the requirements as mentioned in the job description.

Develop timelines: Make timelines and put them into progress as per the need of the organisation to employee effective staff.

Strategic planning: Develop a strategic plan including a budget analysis, forecasting and finding out a new mix for staff.

Gap analysis: Carry out a gap analysis to distinguish between an organization’s existing state and its upcoming strategic employment plan which will identify the future HR needs.

The main concept of a job description is to set out the key features of the job position and to explain the competencies and features that the organization would like the new employee to mention and convey. So, it might be important to develop and use suitable person and position descriptors when hiring a new reception for the organization.

Talking a little about the job description first, a job description for this type of job should be attractive enough catch the accurate qualified job applicants to fill a vacant position and should define at what level in the organization the job position stands out. Also, it should make part of the legal binding contract of employment between the employer and the employee. Moreover, it should properly describe the job title of the advertised position and name of the position to whom post holder is liable to and what will be the responsibilities of the post holder and basis of the post holder and what the post holder is expected to achieve and the terms of employment. Lat but not the least, a job description should include a brief description of the post explaining the principle areas of responsibility.

To ensure that appropriate job specifications and person descriptions are available for recruitment process, following three strategies could be followed:

1. Suitability: An accurate recruitment and selection policy would need the writing job descriptions to give priority to the proficiencies that would contribute positively to the organisation’s requirements and expectations. Continuously check the enterprise job conditions and job descriptions are appropriate for the recruitment procedure.

2. Consistency: A decent and proper recruitment and selection policy will also involve that employing new staff using pre-known conditions at all phases of the recruitment process. The main selection process should be uncovered before the job being advertised and clearly displayed in the commercial and in the job description.

3. Legality: The main purpose of a privacy and equal opportunity that the recruitment process is organized in a fair and proper way. Job specifications and person descriptions should be planned as per the legislation and the recruitment process should be conducted non-discriminately.

The personnel who will be involved in the recruitment and selection process should be trained relevant to the roles they will undertake. They should be well known about the specific policies to follow, relevant legislation and procedures they must follow while the selecting. They need to be well conscious about what they must do, when to do and how to do their part safely and accurately. The policies, procedures and legislation about which the selection panel personnel need to be informed properly could be:

• Enhancement of job and person specifications
• In what way, the organization’s needs to be focused on properly
• Formation of Job advertisements
• Specific places for posting the advertisements about the vacancy
• Following the access, equity and equal employment opportunity legislation.
• In what way, the interview panels need to be setup
• Analysing and assessing candidate responses in a proper way
• How to ask non-discriminatory interview questions that should also elicit the required information
• Type of information need to be recorded and in what way it should be recorded
• Writing and including job offer letters in specific ways
• How to develop and use suitable selection criteria
• When and how to give feedback to unsuccessful candidates

The type of support they need could be about what is expected of them. The support could be in any form either it is in form of time to deal with selection process, in the form of money needed for advertisements or for necessary payments, in the form of extra staff they may need for help to fill unavailable HR roles, in the form of access to the personnel who can proof read documents, in the form of opportunities to consult with the expert or in the form of getting necessary information from managers or supervisors related to their specific fields. Moreover, the selection panel people should be allowed to attend the day workshops or information sessions to prepare them for the task assigned to them.

It is very important for an organization who is placing the advertisement that the respective advertisement must have the language, style and images that should be broad and tempting to the candidates from different backgrounds and that demonstrates the organization as an equal employment opportunity employer EEO. Also, there should be no discrimination between men or women from diverse backgrounds and both sexes should be encouraged to apply for the job position.

It might be necessary for an organization to utilise a recruitment and selection specialist like recruitment agents, medical specialists, remuneration specialists or vocational psychologists because this might help the organization to cut off its extra costs and specialists are usually the first options for the organization, when specific organizations does not have time to manage and carry out the recruitment and selection process or when they fail to recruit and select the staff by themselves.

First of all, I will make my colleague understand that responding out to all unsuccessful candidates is not a waste of time at all. It is quite important to response to all the unsuccessful candidates per the policies and procedures of the organization. Moreover, responding them back helps to motivate them to keep on trying and work hard in their life and improve their skills in order to get that specific job they are interested in and further helps in building a positive attitude towards our organization and they will never stop applying at the organization for job vacancies.

It is quite important for an organization to execute the job offer and contract of employment promptly, because till the time these documents are not signed, the employee can negotiate the terms and conditions like they can negotiate on when the wages should be paid to him or the first date of payment, or demand of wage in advance or how much they should be paid annually. So in order to avoid these type of situations organizations should execute the job offer and contract of employment between the organization and the candidate prompltly.

The training and support strategies that might be offered to the people involved in staff induction could be:

• Delivering a general forum where the staff involved can talk about their respective experiences with each other and can develop further strategies and training tactics for carrying out the induction process properly.
• Encouraging the people involved to properly utilise suitable policies and procedures.
• Enabling a learning culture that motivates people involved to exchange knowledgeable ideas and experiences with each other of their previous induction processes if any.
• Training the staff involved about managing the diversity at workplace and different learning styles.
• Organizing a skills audit to find out any unused capabilities and training needs of staff.

It is very important for the management to check that induction processes are being followed across the organization to check up to what extent the post has been successful. Organizations can gather feedback from the new employee and can make sure that the business has been successful in providing the services effectively during the recruitment process. Moreover, the induction policies help in promoting the awareness and the understanding the induction processes so that the employees engaged can simplify the most effective introduction for the new employee. Checking of induction processes time to time helps the employee to clear all doubts about roles, support and encouragement as well as enough organisational information to upgrade their effectiveness of their specific new job role.

The five methods of giving feedback to the provisional employees are:

1. Non-verbal feedbacks like in the form of mails, written notes
2. Questioning the employees
3. Stating the facts clearly
4. Chance to respond
5. Staff Meetings.

When an induction process is meeting its objectives, new employees shows some positive signs:

• Employees follows the legislation, policies and procedures and guidelines.
• Employees never hesitate to commence their duties in an effective and operative manner.
• Employees understands how their roles affects others in the business
• Employees always report to the manager whenever they face any problem
• Employees have stayed consistent on their jobs and does not want to leave the job.
• Always reports the sick leaves and provide reasons for their absence.
• Always complies dress codes and standards
• Always work in a regular and timely manners
• Employee has mixed up with the other employees.
• Employees always stick to scheduled breaks or lunch periods.

Client service is a delivery of services to clients before, during and after the purchase. The insight of accomplishment of such collaboration depends upon employee who’ll be able to fit themselves to the nature of the client. Customer service is an essential part of HR services and is always a top notch for an organization and organizations allocates to customer service related to the product innovation and pricing. In other words, a good organization that provides good customer service may invest more funds for training employees as compared to any other average organization. Also, organizations can interview or chit chat with the customers for feedback.

I have chosen delivering the HR services by handling the customer services department as this is the most important area in an organization. It is very important to deliver good customer services to all the potential existing as well as new customers. Also, if the customers is happy, this will result in helping the organization’s business to develop and flourish more.

Organizations usually provide the following type of customer services:

• Respecting the customers
• Gathering feedback from the customers innovatively
• Handling customer complaints and returns elegantly
• Understanding customer’s needs and expectations
• Performing beyond customers’ expectations
• Helping the customers is always a priority.

The bank’s strategic and operational plans are mainly responsible for the further development of bank and these plans helps a lot in managing the HR services effectively.

Well talking about the strategic plan, it concentrates on an organisation's vision and top priorities due to any change occurring at organisation and to make sure that all employees at the organisation are focussing and working to achieve the same goals. In sequence, A strategic management binds an organisation's full potential by including daily operational verdicts in the framework of the strategic plan. So, strategic planning is the work of the whole organization and in my bank, all the staff work cooperatively to make different strategies for the organization’s development and helps in achieving HR goals.

Whereas, the purpose of an Operational Plan basically is to deliver organisation employees a clear idea of their respective tasks and responsibilities in concern with the goals and objectives confined within the Strategic Plan.

Operational plans helps to simplify the co-ordination of the bank's Human resources so that goals and objectives in the strategic plan can be achieved.

The external business environment might affect the development and management of HR services sometimes. The external environment usually refers to the legislation and competition. There are number of banks out there which means there is a huge competition in the industry and the legislation [ WHS/OHS] keeps on changing with new bills passed and old ones rejected by the government time to time. And any change happened or will happen directly affects the HR department at the organization.

Talking about the Legislation, it usually effects all HR activities. Federal and state legislation characteristically prescribe an organization must keep and maintain personnel records and other employee data for a specific period and how the data can be stored and what type of data needed to be recorded. So, with the change in legislation, HR professionals need to provide training to their managers on their changed responsibilities and it may cost additional costs and time causing some problems for the HR department.

Furthermore, if we talk about the competition going on in the market, whenever a new much effective competitor enter in the industry, so sometimes the bank has to change its strategies and policies in order to not to lose their clients and if they lose their clients due to the competition, So all the pressure goes on the HR department, as they have to make new effective strategies in order to bring back the organization’s turnover on track and if they fail, organization may ask the HR department to deploy some of the staff in order to cope up with the losses. So sometimes, it could be very hard for an HR to explain all these things to the employees.

As an HR manager, handling the diverse workforce might be hard sometimes. So, it is important to ensure first that all the employees from diverse backgrounds, sex, colour and different nationalities, understand the policies and procedures, safety rules and other important information to avoid any kind of discriminative act by any employee towards their colleagues. It is very important to avoid both positive and negative stereotype and never judge the employees on personal basis. Always judge an employee’s successes and failures individually and in private. Furthermore, train the employees to work cooperatively and treat each other nicely and can help the employees mixing up with each other and understanding each other by conducting staff games, staff meetings, outdoor staff events etc.

CLIENT NEED ASSESSMENT FORM

1. Is there any need to manufacture some products as per client’s demand?

Yes

No

2. Are the clients pleased with the products and services provided?

Yes

No

3. Which technique is most effective to gather feedback from clients?

Questionnaire

Survey

Feedback form

4. Do the organization need to recruit more candidates to deliver better customer service?

Yes

No

5. Do the products require additional features?

Yes

No

6. What ranks customers provided for the offered services?

Good

Average

Poor

7. How the customers think about the behaviour of staff?

Excellent

Good

Bad

8. Who is responsible for managing and handling problems at organisation?

Manager

Supervisor

Providing fair and equal services to every employee is the main responsibility of the organization in the client service department.

The fair work act 2009 creates a national workplace relation system for an organization which is completely fair to working people, flexible and enhances productivity and economic growth. This act has some specific requirements set for an organization about which big as well as small organization’s must be aware of. These fair work act requirements are:

1. The safety left of minimum employment conditions
2. Obligations to store the records and providing Pay invoice receipts.
3. Dismissal of discriminative and illegal laws
4. Allocation of organization’s rules.

Furthermore, to ensure if the requirement have been met or not, As an HR, I will consult with a specialist and will check the workplace agreement. I can also check if the requirement is met by considering the records I kept before and I can observe all the employees on daily basis if they are obliging with the legislation or not.

Timing- 7 months

Subject: Client needs

Service agreement

1. Services: There are some standards to clearly understand what the organization can expect from the client need services. So, first standard is that any call received at the organization’s office before 4.00 p.m. will be returned by the advisor only. And if there will be any problem in the services, it will be resolved within 24 hours on business days.

2. Client education: Our main priority is to best serve the interests of the clients. While we are serving client’s interest, it will be helpful if clients have acquainted the services we discussed. On specific points, the clients will be pointed towards the articles of specific relevance with the client’s services.

3. Full range of services: We do provide the services like good quality products, exciting offers on special occasions and discount on various products to support our clients as much as possible.

HR signature: Authorities Signature:

Amanjot Kaur

PRIORITY

ACTION ITEM

PERSON RESPONSIBLE

START DATE

END DATE

PROGRESS

EXPENSE

1.

Identify specific career development needs

Cathy

2/3/17

4/3/17

50% complete

None

2.

Provide training equipment

Gurpreet

3/3/17

5/3/17

25% complete

$10,000

3.

Organize refreshment courses for staff

Beth

4/3/17

10/3/17

Not started

$6,000

4.

Promote awareness of flexible employment

Susie

6/3/17

8/3/17

Not started

$1000

5.

Handling complaints and grievances

Raman

7/3/17

20/3/17

Not started

None

The following quality assurance standards might be used to monitor delivery of human resources services:

1. Feedback: To improve its services and products organizations will listen to certain things their customer will say and can further gather feedback from the customers in different ways.

2. Initial meetings: For gaining good understanding of the operations, team, quality and other requirements, organizations will conduct initial meetings and seminars within the organization.

3. Consulting with staff: The manager usually consult with employees who have access to the services in the organisation for understanding their needs properly.

4. Results from survey: The manager can monitor the delivery of client need services by conducting a survey within the organisation

5. Number of termination: The manager find out if the Client need services are successful at the organization or not by looking at the no. of employee terminations.

If the quality standards are not being met at the organization, following steps an organization can take:

1. Setting up a clear communication with the employees.

2. Give contribution in the planning and further executing the organization’s operations.

3. Analyse if there is any improvement in existing working practices.

4. At the appointed time transform your ideas into action.

5. Always oblige with the organization’s standards and try to understand them as much as possible.

For calculating the ROI of human resource services, several methods could be used like dividing the organisation’s total revenue, gross revenue after withholding implementing and operating costs, salaries and gains by the salary cost and profits. Furthermore, the cost of the specific program should be calculated firstly in itself, then divide it by the costs of implementing the specific technique.

Client feedback form

Ø Did you get the information about the specific product or the needed help? If not, In what way we would have been helpful to you?

Ø Did the HR personnel responded to your request or complaint within 24 hours? If not, please provide the details.

Ø Were you completely satisfied with the services you received? If not, in what way possible we could have met your expectations and needs at the best?

Ø How will you rate the professionalism of our organization?

Ø Give your opinion on our best and the least effective services you received from us and how could we further improve those for providing the effective services next time.

To completely utilise the above feedback, I will firstly analyse and then further evaluate the feedback gathered and will point out the drawbacks in the services we are providing and will make effective strategies to improve those services. I will also keep the record the feedback gathered to compare the success of new strategies that will be implemented for comparing with the future feedbacks and for getting an idea about the improvement level at the organization.

Recruitment policy for Airlite group

· The policy targets to attain the employment of highly talented staff.

· The recruitment and selection process must not begin until a full assessment of the requirement for the role in contrast to the area’s deliberate plans and budget has been finalized.

· The recruitment of employees will consider the Airlite’s need for innovative ideas and tactics and moreover should sustenance the Airlite’s commitment to make sure a assorted workforce by actively looking towards attracting categories that are under-signified in the Airlite’s profile to increase its ability to fulfil direct customer requirements.

· Recruitment should system an essential part of the employment strategy for the area and should take responsibility of the need for any ‘encouraging action’ enterprises in process.

· Entirely new or altered posts must be properly role revised and categorized before they are presented to help certify equal wages for work of equal value.

Selection policy of Airlite group

· All relocation applicants who fulfil the needed criteria for the vacancy will be presented an interview.

· The new candidate should be interviewed by at least of two people, one of them should be the Recruiting Manager.

· Selection is a two-way procedure in which applicants are assessing the role and Airlite group.

· It is suggested that a series of selection procedures, that are appropriate for evaluating both the important and required criteria in the person description are recognized as this will improve impartial decision making which is very hard through interview unaccompanied.

· Interview questions and the assembly of the interview should be constantly applied to all candidates and must be grounded on the person specification.

· Notes having the data about striking facts of the interview should be occupied, preferably by the interviewers, so that they can assess candidates against the person specification by using those notes and then make final decision.

Induction Policy of Airlite

· Making sure that employees have the proper and accurate induction at job, section and Airlite’s levels.

· Assigning time for induction methods and activities.

· Permitting new employees to be hands-on in leading their own induction

· Sustaining induction records which provision the trial procedure.

Airlite initially provided cleaning services to the viable property segment. Over the years Airlite has advanced and progressed, proficiency has increased, and end to end with a widespread capital of experience, Airlite now delivers a much comprehensive range of services to even more big range of clients.

In October 2016, Airlite Group turn out to be a part of the Millennium Services Group Limited company and with headquarters in every major city now offer fully Combined Cleaning, Security and Maintenance Services nationwide and in New Zealand.

Evolving strategy and operational plans consumes time as well as resources and the further development needs the time and assurance of the highly-experienced employees at the organization with the most highly wages. Airlite managers must analyse strategy and operational plans to establish the guidelines and significances for the organisation. As Airlite have different departments working to accomplish different aims, or profitable in different orders, then the organization seriously need some strategies. Furthermore, if Airlite’s leadership team has any kind of problem resisting to new ideas or potential creativities then Airlite must analyse the development and planning and should reward hard working employees giving their best into sectors that have petite to no effect on strategic accomplishment.

The legislation and the regulation relevant to the policies and procedures could be:

o WHS/OHS legislation

o Sick or annual Leave policy

o Health and safety Act

o Privacy Act

o Discrimination Act

o Flexible working hours

o Fair work Act

To create the policies and procedures, following supporting documents will be needed:

1. Job Descriptions

• Recognizes duties of post
• Systematizes work proficiently aiding supervisors to better control job
• Supports in recognizing employee training needs
• Contribute in assessing and examining employee performance and expectations
• Assists as recruitment tool
• Evades possible out-of- class circumstances

2. Checklists

A checklist would be a timetable, which arrange tasks to be completed per time of day or other aspects.

3. Service agreement contracts

Service agreement contracts are very important for an organization because it starts a single document that comprises the terms of the contract as in regard with both the organizations. It would be very difficult for any of the organizations to claim ignorance due to any dispute.

Line managers need to be consulted as they are mainly accountable for providing results via their employees; accordingly, they put a direct influence on the assignation, performance and maintenance of their employees.

When developing policies and procedures, it is very important for HR department to seek support from senior managers by consulting them as they may have better knowledge and information about their specific field at the organization. In detail, it will be better to consult managers as they have better knowledge about their work process and their team members and what are the necessary policies and procedure they want for their specific work field. And after consulting, HR department can make amendments or any adjustment in the policies and procedures before finalising them.

All the employees will have full entree to a technical care team that was elaborated in the development procedure, so all the problems which come up while they work would be resolved in an effective way.

I base the policies and procedures around the utilization of internal staff in the recruitment, selection and induction procedures instead of using the external recruitment agencies as I think there is some kind of risk to the organization’s private information as while using the external recruitment agencies organization have to provide all the privacy and internal information to them and there is a risk they may disclose it to the competitors or they may not find a suitable candidate the organization is looking for. Whereas if I recruit the people for Airlite by basing policies and procedures to be utilized by the employed staff to carry out recruitment, induction, selection process then there is no risk of leakage of organization’s private information and organization can emphasize more on hiring a perfect candidate for the vacant job position.

Usually the guidelines and the procedures explains how the policies of the business are to be implemented and all documents such as leave forms, work requests and templates etc., must be prepared about the approved strategies and policies. However, in some situations a policy or procedure may need an adjustment if the forms and documents don’t really result in the desired outcome. These kinds of situations happen when the documents are not clearly expressed or are not up to date etc. So, at this point I will trial the forms and documents and I can communicate with the colleagues and stakeholders to identify issues associated with policy and procedures.

As, whenever there is any change made to policies and procedures of an organization, it is very important to seek authorization from senior managers and all employees need to be informed about them and for communicating the policies and procedures with staff, I will firstly make the copies of all policies and procedures available for all the employees to read normally in the form of a hard copy or electronic. Another way for communicating these policies with staff is written communication such as inter office email, a memo, notice on the organization’s notice board. Furthermore, I will interact with the senior management as well as employees by conducting meeting with individual staff and separate meeting with the management or stand up meetings on the floor or organizational newsletters.

If in some cases, the employees or team members need training regarding implementation, I will firstly conduct a training needs analysis [TNA] to detect any knowledge or skill gaps. Further, a checklist could be used as the basis for a definite training or re training analysis with the employee. I can talk to the Airlite’s employees about the time they have available to participate in training and instructional methods that can be executed within the time which is available and this whole process will be done beginning of the training. I will arrange workshops for the employees which could support interaction and could be problem solving. Additionally, I will engage the employees in role playing which allows them to practice new procedures and I can also demonstrate them on the job about the new procedures so that they can practice it and it will be easy for them to implement them.

Position- Commercial cleaner

This is a fantastic opportunity to use your cleaning experience and join a company who promotes longevity and career growth amongst its staff.

Various positions & schedules available.

Offering diversity, each day will bring different tasks and a schedule of duties will be supplied.

Our team requires experienced and trustworthy general cleaning staff with a “Make It Happen” attitude. A commitment to provide premium overall general cleaning service along with outstanding customer service to key clientele is a priority.

We are seeking to recruit many general cleaning candidates to join the cleaning team for our many sites throughout the Perth CBD, northern suburbs & southern suburbs in Perth metro area.

Responsibilities and duties of cleaner -

• Have a high standard of presentation and workmanship
• Be reliable, punctual, tidy and hardworking
• Be self-motivated with a stable work history
• Be a good communicator, both verbally and written
• Be a good time manager
• Be able to work independently and as part of a small team
• Have a keen eye for detail and good customer service skills is important and the ability to maintain high work standards.

Offer of Employment and Employment Contract

Employee Name: Airlite group of companies pvt ltd

Date: 27/02/2017

Address: 52 Roberts Street, Osborne Park Western Australia 6017

Dear Susie

We are very happy to offer you a job position of the commercial cleaner with Airlite. Your start date, manager, compensation, benefits and other terms of employment will be as set forth below.

TERMS OF EMPLOYMENT

· Position and duties

Airlite shall hire you and you agree to competently and professionally perform such duties as are customarily the responsibility of the position as set forth in the job description and as assigned to you time to time by your manager in your job description.

· Outside Business Activities

During your employment with the Airlite, you shall devote competent energies, interests and abilities to the performance of your duties under this agreement.

· Employment classification

You shall be a fulltime employee and shall not be entitled to benefits except as specially outlined herein.

· Compensation

Airlite shall pay you the wage as set forth in the job description. You shall be reimbursed for all reasonable and necessary expenses paid or incurred by you in the performance of your duties. You will also receive Airlite’s standard employee benefits package and will be subject to Airlite’s vacation policy as such package and policy are in effect time to time.

For further organization’s legislation, please check the following Fairwork information sheet

Employees Signature Employer’s Signature

Employee Name:

Position/Job BSBHRM501 Manage Human Resource Services Assignment:

Employment Start Date:

Manager/Supervisor Name:

Introduction

• Framework of industry, nature & structure of the corporate
• the role of key people in the business, jobs, tasks and responsibilities
• Objectives of the business
• Outline of key clients and other relevant information

Employee’s Position

• How the job contributes to company’s goals
• How the job links with other roles in the company
• Specific duties and responsibilities
• Support that is available to help them settle into the role

Job Introduction

• Introduce to other team members
• Show work area and relevant technology – provide passwords, keys etc – explain policies for their use
• Familiarize them with the workplace layout, toilets, eating facilities etc.
• Equipment/supplies - where found, how used
• Where using equipment, demonstrate how to operate safely
• Meal hours and tea breaks

Performance

• Outline performance expectations for the role
• Set any goals/deadlines for specific areas of the job
• Establish communication channels to manage any issues that may arise

Work Schedule

• Hours of work
• Procedure for working overtime or additional hours
• How and when holidays can be taken

Absences

• Reporting absences/late arrivals
• Importance of reporting
• How to report

Safety & Security

• Occupational Health and Safety Policy, company safety standards/expectations and OHS communication
• Show any Safe Work Methods Statements pertaining to the work they will be doing
• Show locations of exits and emergency equipment
• Explain emergency evacuation procedure
• Location of first aid supplies
• Highlight any areas of caution
• How to report hazards and accidents

DECLARATION

Induction Conducted by:

I have acknowledged the above induction, I comprehend the basic requirements of my job role and come to an agreement to abide by Airlite’s policy and standards.

Employee Signature: Employer Signature: