BSBHRM501

Manage Human Resource Services

Assessment Task 1

Develop HR delivery strategies

Report on HR requirements and recommendations

Mission

JKL Industries is an Australian owned company selling forklifts, small trucks

and spare parts to industry. We deliver value to customers and investors
through our highly trained, motivated, and expert workforce.

Vision

JKL Industries believes in developing and unlocking the potential of its people
to allow the company to become the leading supplier of forklifts, small,
medium and large trucks in Australia.

Company values

 Performance excellence

 Value for investors, customers and employees

 Personal and professional development

 Diversity

 Sustainability.

 Strategic planning

 Goals

 Strategic objectives

 Operational objectives

 Provide value to investors and owners

 Increase overall profitability by 10% over next three years

 Reduce costs through negotiations with suppliers

  Reduce costs through HR management efficiencies

 Increase revenue through providing increased customer value

Exit underperforming markets; JKL will withdraw from the rental market and
close the rental division within the next 18 months. HR partners with business
to help business achieve financial goals HR completes scan of external
conditions and market/industry forces impacting competitiveness and
capability development Provide value to customers.

JKL will continue to sell and service forklifts and expand their market share by
7% within the next 12–18 months Provide quality customer service.

JKL will expand existing branches to include the sale of medium and large
trucks within 18 months. HR partners with business to help business meet
customer needs HR partners with front line managers to help them meet the
needs of customers through motivated, competent and well-equipped staff
Develop human potentials.

Provide required training

Deliver training to upskill rental employees

Recruit

Conduct skills audits and needs analysis for all roles to be filled by recruitment
strategy

Become an employer of choice

 Provide personal development plans for all employees

 Provide best in industry programs incentives and HR services

Manage performance and adherence to organisational values

 Complete twice-yearly performance reviews

 Communicate organisational values and code of conduct

 Continuously improve operations and management efficiency

Operational plan

JKL intends to implement operational plans to realise strategic objectives. Key

aspects to operations include human resources, performance management,
physical and financial resources and workflow.

Human resources

The organisation is currently using a HR business partner model with a

human resources officer aligned to each of the three key business areas:
Sales, fleet rentals, and service. JKL employees over 190 personnel in the
following categories as demonstrated in the organisation chart below.

The Managing Director reports to a board of directors and is based in the

Sydney corporate office, along with the Operations Manager, HR Department
and the Finance and Administration team. The HR Manager reports to the
operations manager and heads up the HR centres of excellence that include
recruitment, learning and development, and employee relations and services.
In each of the state-based sites there is a branch office consisting of an office
building, warehouse, service department and sales office. The Human
Resources Officers (Business Partners) report to both the HR Manager at
Head Office and their respective managers in the branches.

Recommendations to meet HR needs

 Assessing the current HR capacity

 Forecasting HR requirements

 Gap analysis
  Developing HR strategies to support organizational strategies

Action plan

Activity Timeline Strategy/application Resources Person Policy

of policy (if relevant)
Provide 1 week Instantly advise staff Complaint Supervisor, Consultant
instant with immediate action report, HR policy
advice to performance
staff report
especially
mechanic by
assigning in
charged
supervisor
Review the 2 weeks To avoid mistakes and Payroll Accountant, Contract and
payments easy to search for report, management agreement
and contract information accountant, policy
details contracts
Start OT 2 weeks Work overload will Recruitment HR,
system or eventually cause staff process Supervisor
hire casual turnover, so hiring
mechanics casual
Arrange 5 days Review policy and Policy and Supervisor , Diversity
regular procedure as well as procedures HR policy, anti-
meeting to unacceptable documents,s discrimination
discuss with behaviour will raise taff manuals policy
policy and awareness of how to
procedures work with others and
as well as to reduce
what is misconception of
unacceptable some behaviour
behaviour in
the
organization
Assessment 2

Deliver HR Services

PART A
SERVICE LEVEL AGREEMENT (SLA)

General Information

Purpose

The target of this administration level understanding archive is to guarantee

Human Resource Services group, Line troughs, senior administration; inside
and outer partners comprehend and agree how the administrations will be
performed and the obligations and desire for each gathering. This SLA will;

a) Intricate administrations given by Human asset administrations

b) Recognize administration level destinations and execution focuses for the

administration settled upon all partners

c) Present detail obligations of the considerable number of partners

d) File the accompanying administration the board forms coincide upon

between

1. Performance following and answering to clients

2. Review and revision of the SLA record

3. Function connected question ambition.

Vision

This understanding is adjusted to the in general vital and operational

necessities of the organization without influencing any piece of the partners or
if there is any could be settled or altered quickly with common advantages.
The business condition will persistently upgrade administration, consistence
and profitability to its clients and centre business practice.
Service Performance

Mission

The mission of HR administrations to enlist, give preparing and advancement

and accomplish authoritative needs in agreement to the inward or outside
business condition circumstance. We will accomplish this mission by using
innovation, developing the abilities of our staff and building solid associations
with our clients. We will work our Centre with the understanding that we live in
a focused situation and our objective is to guarantee our consumer loyalties.

Scope

HR will persistently work for the advantages of the hierarchical needs,

representative's advantages and every single other partner's advantages
inside JKL ventures by executing and sorting out different projects which may
take some procedure to be finished including numerous divisions. HR
administrations are focused on giving after affirmation;

1. Individual investment progress: Learning chances to upgrade a

representative's capabilities, learning, aptitudes, and capacities to help
business needs are routinely given through Customer HR preparing
workshops, work helps, useful site and rundown serves.

2. Authoritarian and strategies: Changes coming about because of inside

arrangement or outer guidelines are assessed for their effect on the
association and our inward procedures. Any framework alterations
required will be arranged, tried and moved into creation as required.
The previously mentioned changes are imparted to our client base.

3. Development aid: Consultative and process support is given to

offices/workplaces wishing to make expansive scale or useful changes
inside organization. Every one of these progressions will be teamed up
with key partners to guarantee ideal results with comprehension of
necessities and usefulness of the hierarchical needs and interior and
outer business circumstance.
 Hours of Operations

The administrations are open every day office hour activities between 9 am to
5 pm Monday to Friday barring open occasions and exceptional occasions.
For additional data you may visit to the organization site and HR division or
drop into office by available time.

Performance Expectation

Service Expectation

For the most part, administration desire isn't kept in need premise since we
convey administration by means of any methods amid the task time. The
accompanying records are the administration desire given:

Service Process/Area Expectation Performance Performance

metric monitoring schedule

Capital growth 5% growth of Increase profit and Monthly, Audit in related

capital is estimated expenditures for offices will get the report
for current year HR department on implementation.

Client admiration Increase of sales Financial stock The board will give all the
by 15% and market report after month to
increase the month auditing
amount of share by procedures.
10 % in financial
market

Individuals advancement Manage Satisfying need of HR department analyses

employees training completing daily the performance of each
for enhancing tasks and monitor individuals
company outcomes progress

Methods Reviewing existing Finished required HR department monitor

methods and tasks at certain the outcomes of meeting
improvise deadlines. and make necessary
amendments arrangements
where necessary
Working assumption

HR will gather every one of the information and data from all the office
supervisors and organization partners and arrange shared activities which
would profit the organization. Every one of the structures got will be
disseminated to all the administration seniors and related gatherings once the
arrangement is finished of all the choice made by the HR administrations.
Nonetheless, all the required data and issues related are relied upon to be
conveyed to HR office in opportune way.

Service constraints

Agreement Requirements: Adequate numbers of very much prepared private

area wellbeing care experts of human resources service management are
prepared to address general wellbeing needs.

Reliance: Building up a mechanism to determine conflict when more than one

calling claims sole ideal to convey out a specific action or system and give
clear authorization for a person to be authorized for private practice when
working inside be in accord extent of training.

Duties: Outstanding burden Increments in remaining burden brought about by

normal or man-made acts, for instance, control power outages, framework
unavailability or response time may result in fleeting reduction of organization
level movement.

Service Level Agreement Maintenance

The motivation behind this understanding is to give a reasonable system on

the desires and correspondence between the HR Department and JKL
policies and procedures. It is intended to characterize the Levels of
Administration that can be normal from JKL Maintenance Department that
best serve the needs of JKL organization. This understanding will characterize
the sorts of administrations gave, characterize the procedure to ask for what's
more, convey those administrations, and those capable inside the
administration demand/conveyance process. It will likewise give an imperative
correspondence connect between the different gatherings. The SLA ought to
precisely mirror the administrations given by JKL representatives to the offices
and workplaces they serve. As procedures and strategies advance, changes
to administrations and administration levels might be required. Updates and
changes to the SLA can be distinguished, displayed, and affirmed through the
procedures.

The SLA will be inspected for proposed changes/amendments and to think

about any extraordinary needs. The analysts include: the Board of Directors,
JKL ventures and head of HR division. Leading group of office can refresh
and proposal to the HR division of JKL businesses, with a concise method of
reasoning for every suggestion. Solicitations will be audited and every
affirmed change will be consolidated inside the SLA. The SLA will be posted
on the JKL site to advance responsibility. The Director of JKL will be in charge
of actualizing changes to the SLA and imparting SLA changes to their partner
gathering.

Terms of Agreement

This understanding is powerful from the date of 1 October, 2019 and remains
compelling except if the all the related partner to this understanding comes to
agree of its abandon out or termination.

All clients must follow the policies and procedures of JKL Company in terms
of agreement with JKL services. The details of all the clients are kept
confidential while using the services of JKL Company. Furthermore, all clients
have access to the policy and procedures of the company to assist with all the
queries.

Periodic Quality Reviews

The periodic quality reviews will be conducted by the higher level of

managements. The process includes the following procedures:

 confirm the consistency of the current assembling process

 confirm the appropriateness of current details for both beginning materials
and completed items

 feature any unfriendly quality patterns

 distinguish item and procedure upgrades

Issue Resolutions

Issue Resolution procedures ought to be quick without being rushed.

Objections that are not finished off inside a time period archived and
concurred with the complainant will be raised to the JKL top administration to
guarantee that the criticism gets the proper need. Objections that are not
finished off inside 3 months of that concurred time allotment might be
conveyed to the consideration of legislative governing institutions. Accounts
must be kept up for all issues raised.

Signatures to Agreement

Head of Human Resources : Mary Mcarthy

Chairman of JKL industries : Jack Smith

President of Employee Union : Willhooley

Provider : JKL Industries Pty Ltd
 PART B

Activity Timeline Strategy/application Resources Responsibilities

of policy

1. Make inquiries, 1st Quarter 1.Focus for line Analyse Line managers
survey, planning, managers availability agenda, and service
(Jan- March,
testing. for sorting out day by share ideas provider are
2019)
day remaining burdens and make responsible for
2. In light of
improvement implementing
business/operational 2.Arranging specialist
s necessary steps
arrangement. co-op's every day
and procedures.
remaining tasks at
3. Record in
hand
implementation plan
part of structure

1. Make proper steps to 2nd Quarter 1.Follow required Minimize HR department is

accomplish goals (April- June, instructions and acquisition responsible to set
2019) execute demands expenditure KPI’s for each
2. Guarantee that
employees to
worker is on track with 2. Exactness in
monitor their
objectives enrolment forms
performance
3. Mentor if necessary;
adjust objectives if
necessary

1.Get and recognize 3rd 1. Formal discussion, 1. Preparing HR department is

implementation plan and Quarter(July- provide essential expenditure accountable for
survey the objectives September, training. plan. employees
2019) training
2. Record meeting date 2. Organizing seminars 2. Minimizing
on structure and workshop events costs where
to enhance employees necessary
3. Mentor if necessary:
performance
adjust objectives if
necessary
1. Keep up the record of 4th Quarter Review of execution Highlight the HR have
accomplish goals (October- upgrades and result on progress of obligation to
December,20 positive result on present and collect all
2. Organizing reward
19) business movement past execution
system for efficient
performance upgrades and
employees
correlation of
present and
earlier years
Assessment Task 3

Evaluate HR Service Delivery

Appendix 1 – Company balanced scorecard (HR related performance)

Objective or Performance
KRA Result
target metric or KPI

Financial Costs of new HR Cost of HR 20% budget

measures kept to measures overrun
forecasts as
outlined in
Assessment
Task 1

5% growth in $ revenue $18,000,000

revenue to gross revenue
$20,000,000
gross revenue

90% managers % agree 60% agree

agree HR
contributes to
business
financial success

Customer value Maintain market Market share 12% market

share in sales share
and service at
around 15%

10% Market Market share 5% market share

share in trucks
 Objective or Performance
KRA Result
target metric or KPI

90% managers % agree 70% agree

agree that HR
helps them to
meet customer
needs effectively

People 100% rental staff % rental staff 60% successfully

development trained in sales trained in sales trained

25% managers % managers 4% enrolled in

engaged in enrolled in further training
career internal or
development external
programs

90% job % satisfied with 70% satisfaction

satisfaction rate role and career
prospects within
company

Process 100% of % completion 80% completion

performance rate
reviews
conducted in
accordance with
policy
 Objective or Performance
KRA Result
target metric or KPI

90% of % completion 75% completion

administrative rate
HR tasks
completed on
time and in
accordance with
policy

90% managers % agree 80% agree

agree their own
HR officer is
effective and
personally helpful
Survey questions

1. What is your gender?

Female
Male

2. What is your position?

Senior management

Line managers

Recruitment service provider

Employees

3. How many years of service do you have with JKL?

Less than 1 year
1 - 5 years
6 - 10 years
11 - 20 years
More than 20 years

4. I have good access to HR employees for advice and assistance.

Strongly agree
Agree
Disagree
Strongly disagree
Do not know

5. When I contact my HR department, I usually receive help:

Within 1 workday
Within 2 or 3 workdays
Within a week
After more than a week
Never
6. Have you found that getting HR information is more difficult than you
believe it should be because of a lack of sufficient skill in the HR staff?
To a great extent
Somewhat
To a small extent
Not at all

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

8. Have you had any problems finding or obtaining access tothe right
person in the HR department to get the information or service you need?
Yes
No
I have not attempted to contact the HR department

9. Do you believe the HR department made sincere attempts to solve

your problems or answer your questions?
Yes
No
I have not attempted to contact the HR department
Analysis report

Summary for recommended changes

With the introduction of SLA implementation into JKL for a better structure and
system, its main aim was to deliver a new direction of human resource
management system as well as bringing out the best employee experience
and benefits.

 Communication among different departments across the organization.

 Employees’ entitlements and benefits.

 Fair and just work allocation for all employees.

 Ensuring the human rights of the employees.

 Enforcing corporate policies regarding ethical issues

Performance data analysis

According to the performance data collected via questionnaires, there are
some criteria within plausible expectations while some did not reach the
desired standard.

Performance metric or
Objective or target Result
KPI

Costs of new HR Cost of HR measures 20% budget overrun

measures kept to
forecasts as outlined in
Assessment Task 1

5% growth in revenue $ revenue $18,000,000 gross

to $20,000,000 gross revenue
revenue
 Performance metric or
Objective or target Result
KPI

90% managers agree % agree 60% agree

HR contributes to
business financial
success

100% rental staff % rental staff trained in 60% successfully

trained in sales sales trained

25% managers % managers enrolled in 4% enrolled in further

engaged in career internal or external training
development programs

90% job satisfaction % satisfied with role 70% satisfaction

rate and career prospects
within company

There occurred some financial overrun due to the ineffective prior

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

 changes to service level agreement/s (SLAs).

 changes to implementation strategies.

 reference to business needs in connection with changes and impact

(if any) on business or operational plans.
 Appendix 2 : Action Plan Template

Strategy/application of
Activity Timeline policy Resources Person Policy
(if relevant)

 Identifying the
Reducing the sources of HR Corporate
lead time for problems in the employees HR policy
1 month Manager
recruitment process steps.
period Involved in charge Operation
process &
procedure  Rectifying the departments policy
problems.

 Brainstorming for
Constructing the process
HR
recruitment simplification to
1 month employees Manager Corporate
policies & remove
period unnecessary Involved in charge HR policy
simplifying
them steps. departments

 Identify current
issues and
shortcomings to talk
in workshop
Workshop programs for the
HR
sessions for benefits &
4 months employees Manager Corporate
morale and entitlements
period guidelines. Involved in charge HR policy
workplace
education departments
 Consider better
ways to amend
these entitlements
to better serve
employees.

 Screen potential
employees for
specific areas of Corporate
Internal expertise. HR HR policy
3 months Involved
recruitment & departme
period  Conduct interview employees Operation
placement nt
and recruitment policy
tests to filter out
candidates.