Type of Assessment                           Manage the delivery of human resource services – create service level agreement
Due Date of Assessment                   Refer to delivery and assessment plan
Location of Assessment                    Classroom
Conditions                                           This research project is to be groups of ‘3’ only, please refer to the
Polytechnic WA plagiarism policy
Elements and Criteria                      As detailed in the assessment requirements.

Purpose of Assessment                    Assessment must confirm the ability to:

• • • • • • Develop and negotiate service agreements between organisation and service provider
          • Identify and arrange training support
          • Arrange monitoring of quality assurance process

Allowable Materials                         Weekly power points, ABC Service case study support notes,
class notes, internet, library resources
Elements and Criteria                     Element 2 Manage the delivery of human resources services.
Criteria 2.2, 2.3, 2.4, 2.5, 2.6, 2.7, 4.2, 4.3, 4.4, 4.5

Manage delivery and evaluate human resources services

Aim:
Associated to the “ABC Service Agency Case Study” the aim of the assessment is to develop a service level agreement between the ABC Service Agency HR team and the chosen service provider established in AT1 Part A.

Task:
Each group is to develop a service level agreement (SLA) which is a formal agreement to help identify expectations, clarify responsibilities, and facilitate communication between ABC Service Agency and the chosen service provider.

The SLA document must include performance standards and the roles and responsibilities of each party, expectations, fees, legislation and relevant time frames to draw attention to customers’ priority needs.

Several example SLA templates have been provided on eCampus which can be modified for the purpose of the assessment.

Purpose:
The SLA establishes a two-way accountability for service, which is negotiated and mutually agreed upon by both parties. It is a contract that promotes a service quality culture, drives improvement and is a simple way to monitor the quality assurance process.

The SLA ensures that service delivery by the service provider is in accordance with formerly agreed upon standards and criterion. In the event of shortfall in performance the SLA also supports the identification of underperformance and the facilitation of training support to rectify discrepancies identified.

The following sections must be included in the SLA document:

1. Company Logo
2. Agreement overview
3. Goals and objectives
4. Stakeholders – defining roles and responsibilities
5. Periodic reviews
6. Service agreement
   a. Service scope
   b. Customer requirements
   c. Service provider requirements
   d. Service assumptions
7. Service management
   a. Service availability
   b. Service requests
   c. Service reporting
8. General provisions
   a. Confidentiality requirements of human resources information
   b. Quality assurance measures
   c. Monitoring and review process to make certain services delivered by the service provider are in accordance with the SLA. Identify and arrange training support if required
9. Termination guidelines and process
   a. Incorporation of organisations code of conduct and which is to be observed and demonstrated by both parties
   b. Management of unethical behaviour
   c. Identification and remedies for underperformance
10. Relevant regulations and legislation (for example, confidentiality and ethical behaviour when dealing with HR policies and practices)

SLA format requirements

• Assignment cover sheet
• Type your work using Arial font size 11. Include student names and student ID numbers in the left hand side footer.
• Headings and subheadings must be used.
• Table of contents with corresponding page numbers.
• Written style – correct grammar, spelling, written express to be correct, clear, and concise

Plagiarism

Plagiarism is using another person’s ideas and words without clearly acknowledging the source of the information. At Polytechnic West it is not acceptable to submit an assessment that is based on another student’s work and claim it as your own. Students who submit an assessment that is significantly or recognizably the same or similar in content as submitted by another student (current or past) may have to submit another assessment.

Reasonable Adjustment

Where a legitimate reason exists your lecturer may be able to adjust your delivery and or assessment schedule. It is your responsibility to discuss any issues with your lecturer as soon as possible.

Assessment Submission

All assessment MUST be submitted via eCampus. Failure to submit assignments through this process will result in a re-submission. All assignments must meet formatting and structure requirements. Only ‘2’ attempts are permitted for assignment submissions. Failure to submit on agreed assessment date noted on the delivery and assessment plan will be considered an assessment attempt.