BSBHRM501 Manage Human Resource Services

Student Assessment

In order to be assessed as Competent (C) in this unit, you need to provide evidence which demonstrates that you can perform the required competencies to the required standard. Competency depends on consistently demonstrating the skills, attitude and knowledge that enables you to complete workplace tasks confidently in a variety of situations.

This unit describes the skills and knowledge required to plan, manage and evaluate delivery of human resource services, integrating business ethics.

It applies to individuals with responsibility for coordinating a range of human resource services across an organisation. They may have staff reporting to them.

To attain competence in the unit ‘Manage Human Resources Services’ you must:

• Successfully complete the Written Questions
• Successfully complete the Case Study/Assignment
• Successfully complete the Practical Demonstration (Trainer to observe)

Written Questions

BSBHRM501 Manage Human Resource Services


Instructions:

You are to answer the following questions on managing human resources services. Your answers will form part of the evidence gathered for this unit.

You have 2 hours to complete this part of an assessment – Written Questions, which includes a 15 minutes time for reading the questions before the start of this assessment. You are not permitted to write during this period. You will be given 1.5 hour for answering the questions and a 15 minutes reading time to read through your answers before you submit your answer sheets to your trainer for assessment via your student portal.

All of the 20 questions must be answered correctly in order for you to pass the assessment.

This is a closed book assessment to be completed in class. You are not permitted to copy the assessments of other students, taking, helping other students or any kind of cheating.

Use the following tips to help you answer the questions:

• Read each question carefully before attempting to answer it. Check with your trainer/assessor if you are not sure what the question is asking.
• Your response to each question does not need be to be lengthy – you should just aim to provide enough information to answer the question. In most cases, this can be done with just a few paragraphs. Some space has been provided in this document for your answer.
• Use the documentation principles that you have learnt throughout this course to respond to the questions. In particular:
  • o    Write clearly using plain English
  • o    Consider your target audience by ensuring your responses meet the needs of the target audience (in this case your trainer/assessor).
  • Remember, all of your answers must be correct in order for you to pass this assessment.
  • When answering a question ensure you have written a clear and direct answer with appropriate explanation and examples where applicable to demonstrate your understanding of the topic.
  • All the best for your assessment.

Questions:

1. Name 4 types of human resources requirements.

 

2. Answer True or False to the following statements.

Where professional human resource services are available to managers and employees, organisations are much less likely to:

• Employ the wrong people                    True / False
• Have practices that comply with industrial agreements    True / False
• Experience costly turnover                    True / False
• Have targeted training programs                True / False

 

3. Which of the following comprise grounds for discrimination? More than 1 (one) answer may be correct.
   a. Race
   b. Sexual preference
   c. Work History
   d. Age
   e. All of the above

 

4. Name two types of legislation that a Human Resources Manager should be familiar with.

 

5. Match the categories of human resource services with the descriptions.

 

Transactional services		Recruitment and selection, staff training and development, performance management
Traditional services		Culture change, leadership, organisational development
Transformational services		Payroll processing, maintaining HRIS, employee services

 

6. What is a service level agreement? Only 1 (one) answer is correct.
   a. An agreement between a manager and a staff member
   b. A document used for performance management
   c. A document that outlines the scope and tasks of service to be provided and includes measures, monitoring and evaluation
   d. All of the above

 

7. What are two advantages of service level agreements?

 

8. What are two disadvantages of service level agreements?

 

9. What would be the best way to gain commitment from clients to the SLA that you are developing? Only 1 (one) answer is correct.
   a. Advise them via an email that the new SLA is being developed
   b. Advise them in a staff meeting or regular newsletter
   c. Ask the CEO to endorse the SLA approach and inform managers that they are expected to establish SLAs with Human Resources
   d. Hold meetings of small groups of clients prior to establishing the SLAs

 

10. For which of the scenarios below would it be beneficial to use a SLA? Only 1 (one) answer is correct.
    a. Recruiting staff for a department with high turnover
    b. A department needs assistance with a department restructure
    c. Feedback from the organisation criticising the consistency of service given by Human Resources
    d. All of the above

 

11. Evaluating human resources services could mean evaluating (Only 1 answer is correct):

a. The contribution of the HR function to the achievement of the organisation’s strategic goals

b. The contribution of the HR function to the achievement of goals within an individual department

c. The efficiency of HR activities

d. The cost effectiveness of the HR function

e. Client satisfaction

f. All of the above

 

12. Name four possible HR service performance indicators.

 

13. Name four possible measures of customer satisfaction that could be included in a customer satisfaction survey.

 

14. Name two approaches to gathering feedback to improve HR service delivery.

 

15. Name two quality processes that HR can adopt to improve the services it provides.

16. Which of the following could be included in a Code of Conduct? Only 1 (one) answer is correct.

a. Expected standard of conduct

b. Organisation’s values

c. Practices that are not permissible

d. All of the above

17. What are 2 strategies that Human Resources could use to ensure that HR staff are clear about ethical expectations of their behaviour?
18. What is the term given to strategic HR planning and action to ensure gender balance in the workplace?
19. Give two examples of unethical behaviour in the workplace.
20. Give an example of ethical behaviour in the workplace.

 

Student Assessment

BSBHRM501 Manage Human Resource Services

In order to be assessed as Competent (C) in this unit, you need to provide evidence which demonstrates that you can perform the required competencies to the required standard. Competency depends on consistently demonstrating the skills, attitude and knowledge that enables you to complete workplace tasks confidently in a variety of situations.

This unit describes the skills and knowledge required to plan, manage and evaluate delivery of human resource services, integrating business ethics.

It applies to individuals with responsibility for coordinating a range of human resource services across an organisation. They may have staff reporting to them.

To attain competence in the unit ‘Manage Human Resources Services’ you must:

• Successfully complete the Written Questions
• Successfully complete the Case Study/Assignment
• Successfully complete the Practical Demonstration (Trainer to observe)

Case Study/Assignment

BSBHRM501 Manage Human Resource Services

Instructions:

You are to complete the following Case Study/Assignment (Part 1 – Part 4) on managing human resources services and submit your written answer to your trainer. Your answers will form part of the evidence gathered for this unit. You must complete and submit this assignment to your trainer for assessment by the due date provided by your trainer via the student portal.

Case Study/Assignment Overview:

Your tasks will be broken down into four parts and are described below. Parts 1-3 relate to the scenario provided within Part 1. Some of the tasks required in Parts 1-3 relate to the practical demonstration (trainer to observe). Part 4 does not relate to the scenario provided in Part 1. In order to complete this part of the assessment, please refer to KLM HR Policy & Procedure Manual. You may access this document via your student portal, under the section Resources for the unit BSBHRM501 Manage Human Resources Services.

This case study/assignment is made up of 4 parts:

• Part 1 – Determine strategies for delivery of human resources services
• Part 2 – Manage the delivery of human resources services
• Part 3 – Evaluate human resources service delivery
• Part 4 – Manage integration of business ethics in human resources practices

Part 1 – Determine strategies for delivery of human resources services

For this activity you are to imagine that you hold the position of General Manager Human Resources in scenario provided, Laura McCarthy, working for an accounting company KLM. You have responsibility for ensuring that human resources services meet the needs of the organisation and of the line managers.

Based on the following scenario, you will need to complete the tasks below:

Scenario

A group of first-line managers met in the canteen to share their thoughts. Benny was concerned about the rumours of Laura McCarthy working on a new organization structure. They were all to become ‘team leaders’ and take on responsibilities such as recruiting their own team members, keeping basic Human Resources information records and dealing with a lot more of the day-to-day issues they had always relied on Laura’s department for. Her department might be downsized and then they might be really thrown in at the deep end, although of course Laura will always be there in a real emergency.      

Margaret chipped in: ‘I think that’s fine. I have no problems with picking up some of the things Laura’s people used to do. It’s mostly good common sense and some record keeping. I tell you what is worrying me: How in the world are we going to supervise people who work from home? We’ll lose all sense of what’s going on!’   

‘This whole team business concerns me’, said Dave. Not just the virtual side of things, but leading a team instead of a bunch of individuals. Nothing will stay the same! I don’t know anything about any of that stuff!’

‘And what about this pay-for-performance we’ve been hearing about? How is that supposed to work?’ said Francis. ‘I can just see what will happen if we’re responsible for assessing people’s contributions and skills and deciding their pay rates! What a recipe for World War III!’

‘My main problem is all the part-timers and contractors that work in my section. I tell you – talk about just being here for the beer! They seem to have no idea what we’re trying to achieve and I can’t do anything about it – after all, the contractors are here for a fixed period of the time and the part-timers – well, what can I do – fire them? They’ll be too hard to replace; their skills are very specialized and …’

Suddenly, they all went quiet. Laura McCarthy had come into the canteen and was walking over to them. I was hoping I’d find a group of supervisors here,’ she said. I’ve got a few things I’d like to ask your opinions about. You’ve probably heard about some of the changes we’re making, and …’  

Tasks

1. a)    Relating to the above scenario and KLM HR Policy & Procedure Manual determine aspects of strategic and operational plans and identify one or more human resources requirements of the organisation.
2. b)    Review KLM’s external business environment and its possible impact on its human resources requirements
3. c)    Write a recommendation for the line managers’ consideration that outlines a range of options for delivery of human resources services within their area. Include in your recommendation any analyses you have completed and reference to relevant legislation and organisational policies.
4. d)    Prepare an action plan and strategy for delivery of human resources services.
5. e)    Communicate and discuss your recommendation with relevant managers and gain agreement on strategies and action plans. It is a part of the practical demonstration (trainer to observe).
6. f)    Document roles and responsibilities of human resources team, line managers and any external service providers.

Part 1 – Checklist

Before you hand in these assessment tasks, use the checklist below to make sure you have completed all the tasks and have included all relevant information. I have:

• θ    Determined aspects of strategic and operational plans as per the scenario provided and KLM HR Policy & Procedure Manual; identified human resource requirements of the organisation
• θ    Reviewed KLM’s external business environment and its possible impact on its human resources requirements
• θ    Written a recommendation that outlines a range of options to fill the need – included any analysis in the report.
• θ    Prepared and submitted an action plan and strategy for delivering the human resources services required.
• θ    Communicated and discussed the recommendation for delivery of human resources services with the relevant managers and gained an agreement on strategies and action plans. Part of the practical demonstration (trainer to observe).
• θ    Documented and submitted the roles and responsibilities of the human resources team, line managers and external service providers, as required.

In this part of the assessment, your trainer will assess your knowledge and ability to:

• Determine aspects of strategic and operational plans as per the scenario provided and KLM HR Policy & Procedure Manual; identify human resource requirements of the organisation
• Review KLM’s external business environment and its possible impact on its human resources requirements
• Write a recommendation that outlines a range of options to fill the need and include any analysis in the report.
• Prepare and submit an action plan and strategy for delivering the human resources services required.
• Communicate and discuss the recommendation for delivery of human resources services with the relevant managers and gain an agreement on strategies and action plans. Part of the practical demonstration (trainer to observe).
• Document and submit the roles and responsibilities of the human resources team, line managers and external service providers, as required.

Part 2 – Manage the delivery of human resources services

This activity requires you to establish a service level agreement between human resources, the client group and the service providers (relating to the scenario provided in Part 1 and KLM HR Policy & Procedure Manual). It also requires you to establish the support processes that will help to ensure that the delivery of human resources services meets the needs of the relevant line managers and client groups.

You will need to complete the tasks below:

Tasks

1. a)    Negotiate a service level agreement between the line manager (your client), human resources and any service providers. Part of the practical demonstration (trainer to observe). You may wish to use the sample provided in Appendix A at the end of this assessment.
2. b)    Write a proposal that outlines the quality assurance methods you will use to monitor and review your service delivery. Include in your proposal:

• a description of the purpose and content of a formal client satisfaction survey and
• methods for collecting ongoing informal feedback

Note:  You do not need to develop the survey at this stage.

1. c)    Identify any training needs that may impact on the delivery of the human resources services.  You will need to identify and discuss training needs with the service providers, line managers and senior Human Resources staff. They will be represented by your trainer and/or classmates and discussion will take place on a date specified by your trainer sufficiently in advance. Part of the practical demonstration (trainer to observe).
2. d)    Formulate a training plan to address identified training needs and discuss how this approach will address underperformance of human resources team or service providers.

Part 2 – Checklist

Before you hand in these assessment tasks, use the checklist below to make sure you have completed all the tasks and have included all relevant information. I have:

• θ    Negotiated a service level agreement as required. Part of the practical demonstration (trainer to observe).
• θ    Submitted the agreement.
• θ    Written a proposal for quality assurance of the service including how you will gather information including client feedback
• θ    Determined training needs that will impact on delivery of human resources.
• θ    Identified and discussed the training needs with the service providers, line managers and senior HR staff as Part of the practical demonstration (trainer to observe).
• θ    Formulated a training plan to address the needs

In this part of the assessment, your trainer will assess your knowledge and ability to:

• Negotiate a service level agreement. Part of the practical demonstration (trainer to observe).
• Submit the agreement
• Write a proposal for quality assurance of the service including how you will gather information including client feedback
• Determine training needs that will impact on delivery of human resources
• Identify and discuss the training needs with the service providers, line managers and senior Human Resources staff. Part of the practical demonstration (trainer to observe).
• Formulate a training plan to address the needs

Part 3 – Evaluate human resources service delivery

Tasks

1. a)    Building on the proposal you prepared in Part 2, develop the survey that you will use to determine the level of satisfaction with human resources service delivery
2. b)    Use the survey to gather feedback from clients and other key stakeholders. Your clients and other key stakeholders will be represented by your fellow learners and/or your trainer and you can obtain your feedback in the classroom. Part of the practical demonstration (trainer to observe).
3. c)    Analyse feedback and recommend any changes to service delivery.
4. d)    Obtain appropriate approvals from the senior management. Your trainer will act as a Senior Manager. Part of the practical demonstration (trainer to observe).

Part 3 – Checklist

Before you hand in these assessment tasks, use the checklist below to make sure you have completed all the tasks and have included all relevant information. I have:

• θ    Developed a survey to be used to determine level of satisfaction with human resources service delivery
• θ    Gathered feedback using the survey. Part of the practical demonstration (trainer to observe).
• θ    Analysed feedback and recommended changes to the service delivery. Submitted data, analysis and outcomes.
• θ    Sought appropriate approval for these changes to service delivery. Part of the practical demonstration (trainer to observe).

In this part of the assessment, your trainer will assess your knowledge and ability to:

• Develop a survey to be used to determine level of satisfaction with human resources service delivery
• Gather feedback using the survey. Part of the practical demonstration (trainer to observe).
• Analyse feedback and recommend changes to the service delivery. Submit data, analysis and outcomes.
• Seek appropriate approval for these changes to service delivery from the senior management represented by your trainer. Part of the practical demonstration (trainer to observe).

Part 4 – Manage integration of business ethics in human resources practices

Tasks A

1. a)    Reflect on own behaviour and describe how your behaviour is consistently ethical and reflects the values of the organisation
2. b)    Outline the confidentiality requirements associated with the human resources services
3. c)    Select two of the categories listed below and prepare a memo that explains the expectations of ethical behaviour of human resources staff in relation to the delivery of human resources services:
   • Discrimination
   • Privacy
   • Equity
   • Rewards

Training

1. d)    Describe the methods that you would use to ensure human resources staff are clear about the ethical expectations of their behaviour in relation to the human resources services
2. e)    Review KLM HR Policy & Procedure Manual and describe how the organisation’s Code of Conduct is incorporated into human resources policies and practices.

Task B

Your task is to read the following case study, analyse it and answer the questions below.

Case study

George Smith was an employee of SIMS Courier Service. He was responsible for allocating and sorting parcels for delivery.  He was also responsible for signing the timesheets of all couriers who reported to him. Smith was a hardworking employee, who regularly received good performance feedback.  One of the couriers who reported to Smith claimed a salary and overtime while not actually at work.  Smith signed off on these claims.  

SIMS found about this fraud, dismissed both employees and referred the courier to the Director of Public Prosecutions. Smith was dismissed on the grounds of ‘serious and wilful misconduct’.  

SIMS Code of Conduct referred to the requirements of ‘honesty and high performance standards’ and ‘exercising due care in our work’. It was on these grounds that they decided to dismiss Smith.  

Smith alleged his dismissal was harsh and unjust.

Questions:

• a)    Was the dismissal appropriate? Please justify your answer.
• b)    What other approaches could have been taken by SIMS Courier Service in dealing with this incident?

Part 4 – Checklist

Before you hand in these assessment tasks, use the checklist below to make sure you have completed all the tasks and have included all relevant information. I have:

• θ    Reflected on your behaviour – is it consistent with ethics and values of the organisation? Submitted the outcomes of this reflection.
• θ    Outlined and submitted confidentiality requirements for the human resources function.
• θ    Prepared and submitted memos to explain ethical behaviour for human resources staff whilst delivering their service.
• θ    Explained how you would ensure that staff are clear about ethical expectations.
• θ    Reviewed KLM HR Policy & Procedure Manual and explained how the organisation’s Code of Conduct is incorporated into human resource policies and practices.
• θ    Completed and submitted answers for case study in Task B: explained whether the dismissal was appropriate and suggested other approaches in dealing with this incident.

In this part of the assessment, your trainer will assess your knowledge and ability to:

• Reflect on your behaviour, explain whether it is consistent with ethics and values of the organisation and submit the outcomes of this reflection.
• Outline and submit confidentiality requirements for the human resources function.
• Prepare and submit memos to explain ethical behaviour for human resources staff whilst delivering their service.
• Explain how you would ensure that staff are clear about ethical expectations.
• Review human resource policies and explain how the organisation’s Code of Conduct is incorporated into human resource policies and practices.
• Complete and submit answers for case study in Task B: explain whether the dismissal was appropriate and suggested other approaches in dealing with this incident.

<<Final_assessment_sheet>>

Practical Demonstration

BSBHRM501 Manage human resources services

<<Submission_sheet>>

Instructions for trainer:

Trainer is to read aloud the following instructions to the student. The Trainer will then proceed to observe the practical demonstration of the student’s application of current skills and knowledge in a simulated work environment.

Specific examples forming the trainer’s observation are to be recorded in the electronic Trainer Observation Checklist.

This observation will form part of the evidence gathered for this unit.

Instructions to be given student:

Following on from your ‘Case Study/Assignment’ for the unit BSBHRM501 Manage human resources services you are required to consult and communicate various HR matters with relevant stakeholders and obtain their feedback and approvals. These activities will take place in a classroom on a date specified by your trainer. Relevant stakeholders will be represented by your classmates and your trainer. Duration of these activities 20-30 minutes.

Part 1 – Determine strategies for delivery of human resources services

You are required to communicate and discuss the recommendation for delivery of human resources services with relevant managers. You will be observed by a trainer in the required aspects of communicating HR strategies in the simulated work environment provided.

Your trainer will observe you to assess your specific ability to:

• Communicate and discuss the recommendation for delivery of human resources services with the relevant managers
• Gain agreement on strategies and action plans

The trainer will complete an electronic Trainer Observation Checklist and it will form part of the evidence gathered for this unit:

• Communicate and discuss the recommendation for delivery of human resources services with the relevant managers
• Gain agreement on strategies and action plans


Part 2 – Manage the delivery of human resources services

You will be observed by a trainer in the required aspects of negotiating service level agreements and identifying and discussing the training needs in the simulated work environment provided.

Your trainer will observe you to assess your specific ability to:

• Negotiate a service level agreement between the line manager (your client), human resources and any service providers
• Identify and discuss the training needs that may impact on the delivery of the HR services

The trainer will complete an electronic Trainer Observation Checklist and it will form part of the evidence gathered for this unit:

• Negotiate a service level agreement between the line manager (your client), human resources and any service providers
• Identify and discuss the training needs that may impact on the delivery of the HR services

Part 3 – Evaluate human resources service delivery

You will be observed by a trainer in the required aspects of gathering feedback from clients and other key stakeholders about level of satisfaction with human resources service delivery and seeking approval for the changes to service delivery from the senior management in the simulated work environment provided (conducted in the classroom).

Your trainer will observe you to assess your specific ability to:

• Gather feedback from clients and other key stakeholders about level of satisfaction with human resources service delivery via your developed survey (represented by your classmates and your trainer)
• Seek appropriate approval for these changes to service delivery from the senior management represented by your trainer.

The trainer will complete an electronic Trainer Observation Checklist and it will form part of the evidence gathered for this unit:

• Gather feedback from clients and other key stakeholders about level of satisfaction with human resources service delivery via your developed survey (clients and other key stakeholders represented by your classmates and your trainer)
• Seek appropriate approval for the changes to service delivery from the senior management (represented by your trainer).

Appendix A

Sample Service Level Agreement

Statement of Intent

The aim of this agreement is to provide a basis for close cooperation between <Names of organisations/ departments> for services to be provided by <Name> to <Name> to ensure timely and efficient services.

This agreement is contingent on each party knowing and fulfilling their responsibilities and working in a manner that creates an environment conducive to the achievement and maintenance of targeted service levels.

Service Specifications

<Party Name> will provide the following services:

Service Type	Description of service	Response Times	Performance Standards
For example: Recruitment & Selection Activities	Discuss specific recruitment needs	Same day	Include qualitative and quantitative measures of performance. e.g accuracy, time frames, feedback
	Determine position details	Next business day
	Determine recruitment strategy	Within 48 hours
	Draft job description and advertisement	Within 48 hours
	Organise advertising	Within 72 hours
	Shortlist applications	Within week from close date