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BSB51107 Assessment Task 1 & Task 2

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Assessment Task 1-Develop HR delivery strategies

The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.College Homework Help

Submit this document with any required evidence attached. See specifications below for details.

Performance objective

In this assessment task, you will demonstrate the skills and knowledge required to determine strategies for the delivery of human resources services.

Assessment description

In response to a provided simulated business scenario, you will identify human resources needs through a review of business documentation and the external business environment and through role-played consultation with line and senior managers. You will then develop options for delivery of human resources (HR) services (later to be formalised in a service level agreement) and present these in a short report. You will then develop an action plan for the delivery of HR services that includes roles and responsibilities for implementing proposed service level agreements.


1. Review the scenario information provided in the appendices of this assessment task.

2. Review the simulated business information for JKL (provided by your assessor) and identify human resources requirements.

3. Review external business environment (political, economic, social, and technological circumstances, etc.) and identify possible impact on human resources requirements.

Note: You may gather such information from simulated role-plays or through reviewing the scenario and business information provided; you may also undertake additional research to supplement your report.

4. Arrange with your assessor to consult with two managers to determine HR requirements:

a. Service Manager

b. Sales Manager

Note: Roles to be performed by and/or observed by assessor.

Note:The HRrequirements you identify through consultation will later need to be formalised in service level agreement (SLA) to be completed and agreed in Assessment Task 2.

5. Prepare a 1â2 page report on human resources needs that includes:

a. a discussion of human resources needs gathered from:

â analysis of business documentation

â consultation with internal stakeholders

â a review of the external business environment.

b. a discussion of at least two options to meet human resources needs and discuss the risks associated with each (relate risks to your review of external business environment), such as:

â labour market skills shortages

â slow economic growth

â business confidence

â uncertainty in environmental regulatory environment

c. recommendations to meet HR needs including recommendations for service level agreement/s

d. a discussion of HR strategies to deliver HR services in accordance with business needs, diversity, and anti-discrimination policy.

6. Prepare an action plan to communicate and implement recommendations over the next four weeks. (You may use the template provided in Appendix 3). Include:

a. timelines

b. roles and responsibilities (include roles for HR team, line managers, senior managers, external parties, etc. as required for implementation)

c. resources required; including financial resources and technology for communication to stakeholders (both internal and external)

d. strategies and tactics to ensure successful implementation, including monitoring activities and technology required to collect and manage data in accordance with policies and procedures

e. activities â you need to include the activities required to communicate and promote changes, to communicate SLAs (for implementation in Assessment Task 2), and to implement your recommendations to meet HR requirements.College Homework Help

Note: in Assessment Task 2, you will implement communication of the SLA to managers and seek final agreement.

7. Arrange with assessor to meet and role-play meeting with Operations Manager to approve action planning and make revisions as required.

Note: roles to be performed and/or observed by assessor.

You must provide

1. Participate in three role-plays with the:

· Service Manager

· Sales Manager

· Operations Manager

2. Submit a 1â2 page report on HR requirements and recommendations

3. Submit action plan (revised as required by Operations Manager in role-play).

Your assessor will be looking for:

? analytical and problem?solving skills to review business and operational plans and to develop and evaluate human resources strategies to support the organisational plans

? communication and negotiation skills to consult with key stakeholders across the organisation and ensure their support for human resources strategies

? learning skills to see that performance is managed and skills are developed in a range of contexts

? technology skills to:

? communicate with key stakeholders

? support HR functions, including data collection and managing information according to legislation and organisational policies

? knowledge of human resources strategies and planning processes as they relate to business and operational plans

? knowledge of performance and contract management

? knowledge of relevant legislation that applies to human resources.

Appendix 1 â Scenario: JKL Industries

JKL Overview

JKL Industries is an Australian owned company, selling forklifts, small trucks and spare parts to industry. They also have a division which leases forklifts and small trucks.

The companyâs head office is in Sydney and JKL has branches in Brisbane, Melbourne, Perth, Adelaide and Canberra.


After 12 years in business, focusing on forklifts and small trucks, JKL has been offered the sales rights to a range of medium and large trucks from an overseas supplier. This opportunity will provide JKL with an advantage in range over its competitors.

Sales results over the past five years have indicated strong growth in forklift and truck sales which have averaged 10% sales growth per annum. The rental market has been in decline for the past three years due to the reduced costs of these vehicles and some taxation benefits to industries who purchase these vehicles.

Taking the sales opportunity will, however entail some significant changes, including significant changes to the current organisational structure. The company will reposition itself to focus solely on retail sales and service and exit the rentals market in which forces such as competition and consumer choice reduce potential profitability.

In accordance with the organisationâs values, JKL intends to (to the extent feasible) recruit from within the company and upskill or reskill existing employees in rentals who wish to remain with the company.

HR Role

HR will have a key role to play in the implementation of strategic and operational changes. The significant changes to the organisation also provide an opportunity for HR to potentially restructure and certainly rethink how it delivers services to internal clients. HR will need to consider company strategic directions, the external business environment, and the needs of employees and managers to implement the strategy effectively.

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JKL have requested that you, as the newly appointed Human Resources Manager, provide them with options for the strategic delivery of human resources services to support the organisationâs plans.

Appendix 2 â JKL Industryâs industrial relations history

JKL Industries has not had a clear industrial relations policy or strategies in the past. There has been a tendency to manage issues on an ad hoc basis rather than drive the business through long-term industrial relations objectives.

Responsibility for industrial relations issues has been spread between various levels of management including the Operations Manager, Sales Manager, Service Manager and Human Resources Officers for each branch. This has led to issues of inconsistency and allegations of unfair work practices, with team members confused as to their entitlements and unsure of how to resolve grievances and conflict appropriately.

On several occasions the union has become involved in disputes when team members have been unable to resolve issues with their line managers.

Morale in the workplace fluctuates and is often dependent on the division managerâs management style and skill level. There have been instances of workplace conflict which have not been satisfactorily resolved and have led to complaints of discrimination and unfair dismissal.

Employees have heard rumours of the forthcoming changes in the structure of the organisation and the move into medium and large truck sales. There are concerns about possible redundancies but no information from management has been forthcoming.

There has been a history of dissatisfaction within the organisation relating to pay and conditions with some employees complaining they are not receiving the entitlements they should be.

Management Skills And Knowledge

The current management team has little understanding of industrial relations matters and has been appointed to their current positions based on their abilities in sales or their technical skills.

They have limited understanding of Australian workplace agreements and a tendency to refer any problems to the HR officers. This has led to conflict and dissatisfaction within the work teams and is felt to be a contributing factor to the high turnover of staff in some departments. Management tends to be âoperationsâ focused and have little understanding of people management, performance management or leadership skills; moreover, managers tend to resent any intrusion of HR into strategic planning, recruitment and workforce planning, seeing these as business issues. HR is seen to merely provide administrative assistance, but not to contribute to the achievement of business goals in more direct or meaningful ways.

The HR officers have experience in understanding and interpreting Australian Workplace Agreements from an administrative perspective. They have limited knowledge of strategic management and have little control over or influence in implementing industrial relations policy. As they report directly to the Division Manager, they are functioning more as administration assistants than as a strategic HR resource.

While JKL Industries has policies and procedures relating to workplace behaviours and values, employees are not provided with written copies of procedures nor are they trained in values, behaviours, codes of practice or workplace cultural issues. Many employees are confused about their rights and entitlements at work and are not clear on who they should speak to if they have a problem.

Conflict Situations

Some examples of industrial relations issues are detailed below.

Case 1

An apprentice mechanic complained to the union that he was left unsupervised for up to five hours several days per week.

The union investigated the matter and found it to be substantiated. Management claimed it was a temporary rostering issue caused by the resignation of senior mechanics and would be rectified. The apprentice was satisfied with the response and the rosters were adjusted.

Case College Homework Help

Five sales consultants claimed their annual bonus was calculated incorrectly. Management asked the payroll department to review the payments and was advised it was correct. The sales consultants felt they had been misled by confusing contracts detailing the bonus arrangements and had, in fact earned their bonuses. Management did not respond. Three sales consultants resigned as a result.

Case 3

The mechanics and apprentices in the NSW branch complained to management about excessive hours of work. They were told that the business did not have the resources to hire extra staff and they would have to work the overtime. The mechanics continued to do the overtime for two months and then complained again. One mechanic refused to work more overtime and was dismissed summarily by the Service Manager, Norm Johnston. He lodged an unfair dismissal claim and was reinstated and back paid. No action was taken by the company with regards to the Service Managerâs performance or behaviours.

Case 4

An administration assistant in the finance division complained to the HR Officer that she felt uncomfortable working around one of the male accountants as he had asked her out on several occasions. When she said no, she felt like he singled her out for the worst jobs in the office, was rude to her in front of other staff and made comments in public about her weight. The HR officer told her she was being overly sensitive and should be flattered to have been asked out. She was told to be more of a team player. The administrative assistant then complained to the Finance and Administration Manager and was told there was nothing he could do. She resigned from the company.

Case 5

Management decided to restructure the sales department which involved redundancies. They did not involve the union or offer any type of counselling or personal meetings. Employees were informed by letter and were paid the minimum payouts they were entitled to. There was no discussion with remaining staff and morale became extremely low. Within two months, management had replaced the team members made redundant with new workers.

Assessment Resource Summary


BSB51107 Diploma of Management

Unit of Competency

BSBHRM501A Manage Human Resources Services

Duration of Training and Learning

100 hours

Term and Year

Term 4A, 2015


Oimi Tam

Assessment Methods

Due in Week

Assessment 1 Assignment and role-play – 25%


Assessment 2 Case Study and Presentation – 25%


Assessment 3 â Report – 25%


Assessment 4 â Assignment – 25%


Last Modification Date

July 2015

Proposed Review Date

July 2016

Assessment Task 2 -Deliver HR services

In this assessment task, you will demonstrate the knowledge or skills required to manage the communication, promotion and delivery of human resources services.

Assessment description

In response to a simulated business scenario and following on from work undertaken in Assessment Task 1, you will communicate information on human resources (HR) strategies, service level agreement/s (SLAs), performance standards in order to build understanding. You will also identify and manage underperformance through development of a coaching/performance management action plan.


Part A

1. Review the scenario information provided in the appendices of this assessment task and the simulated business information for JKL (in Assessment Task 1).

2. Review work completed and information gathered for Assessment Task 1, and in particular, the selected options for HR service delivery and action planning.

3. Develop a service level agreement (SLA) draft in response to HR requirements identified in Assessment Task 1. An SLA template is provided in Appendix 1. Attempt to align the service level agreements to the overall strategic and operational needs of the organisation.

For example, develop performance metrics related to financial or investor value, customer value, development of people or employee value, and the value added through improvement of HR management practices and processes. Remember to include the organisationâs values, code of conduct, and legal obligations.

4. Prepare to deliver a presentation to managers on the human resource strategies developed in Assessment Task 1, ensure that your presentation will cover the following.

a. Work to gain support for strategies and the draft SLA.

b. Discuss relationship of SLA to business performance at various levels of the organisation (for example, helps sales people meet customer needs, helps managers, helps senior managers, helps the organisation achieve its vision).

c. Discuss the need for training to enable effective implementation of SLA.

d. Discuss risk level and management (risk mitigation) for proposed strategies.

e. Discuss methods for monitoring performance against the SLA, for example strategies to:

â focus on building quality into the process and continuous improvement

â focus on preventing problems through early identification

â monitor constantly

â set clear accountabilities.

f. Discuss strategies for monitoring performance against SLA with respect to the organisationâs values, code of conduct, and legal obligations.

5. Deliver the presentation.

Part B

1. Identify of underperformance using the information provided in Appendix 2.

2. Develop an action plan to address underperformance of team or service providers. Address two of the three scenarios presented in Appendix 2. Action plans should include:

a. performance management activities

b. timelines

c. strategies to ensure success/integration with organisational values/policy/business ethics/legal requirements

d. resources

e. responsibilities.

Note: You may use the template provided in Appendix 3.

You must provide

1. Deliver a presentation on HR service delivery and strategies developed in Assessment Task 1. Submit presentation notes or slides

2. Submit draft service level agreements

3. Submit an action planfor delivery of SLA and rectify HR delivery underperformance in two of the three scenarios.

Your assessor will be looking for:

? analytical and problem?solving skills to review business and operational plans and to develop and evaluate human resources strategies to support them

? communication and negotiation skills to consult with key stakeholders across the organisation and ensure their support for human resources strategies

? communication skills to manage service delivery

? learning skills to see that performance is managed and skills are developed in a range of contexts

? technology skills to:College Homework Help

? communicate with key stakeholders

? support HR functions, including data collection and managing information according to legislation and organisational policies

? knowledge of human resources strategies and planning processes as they relate to business and operational plans

? knowledge of performance and contract management

? knowledge of relevant legislation that applies to human resources.

Appendix 1 â Service level agreement template

General Information



Service Performance



Hours of operations

Performance Expectations

Service expectations

Service Process/Area


Performance metric

Performance monitoring schedule

Working assumptions

Service constraints

Service level agreement maintenance

Terms of agreement

Periodic quality reviews

Issue resolution

Signatures to agreement



Appendix 2 â Performance issues

Case study â Service provider

You have completed a quality assurance audit for a service agreement with a recruitment provider.

The audit revealed that the service provider (PeoplePower) is not providing service at an adequate level:

? Recruitment process is taking too long.

? On several occasions, the service provider has failed to complete the three required reference checks, delaying the appointments as the reference checks are a requirement for appointment under the organisationâs recruitment policy. The service provider states that other organisations only require two and the extra check provides a burden on their ability to act within the timeframes of the service agreement.

? There is confusion over coordinating roles of the service provider and the organisation.

? The provider is providing incorrect information on benefits and rewards and remuneration policy to employees.

? Training of personnel (as stipulated in SLA) is inadequate to business needs.

The poor performance of the service provider has been impacting on the morale of employees and negatively impacting the business.

Case study â Line manager

You have monitored the performance of line managers with respect to implementing business strategies. Your monitoring activities revealed that sales managers are not following recruitment procedures in the following manner:

? They are not submitting request forms in the required time frames.

? They are failing to complete person specification forms as per the required procedures.

As a result, the external service provider has referred unsuitable candidates to the organisation and has not met the timeframes specified in the agreement.

The service provider has noted that line managers have been delaying final decisions for up to three weeks; in breach of the service agreement. Line managers are complaining they donât have time to do the final selection checklists provided by HR and that is what is delaying them. They say the forms are time consuming and they donât really understand what to do with them.

The delays have been impacting on the operational capabilities of the business, which is unacceptable.

Case study â HR Officer

You have completed a quality assurance audit for a service level agreement with the business.

The audit revealed that the HR officer in the Sydney service department is not providing service at an adequate level in the following ways:

? Providing incorrect information on benefits and rewards and remuneration policy to employees.

? Providing inadequate advice on training.

? Not following the organisationâs performance management policy.

? Failing to live up to the spirit of partnering with managers to further business goals; not listening to needs of managers and customer-facing staff in order to meet customer needs; not effectively translating higher level business goals to operational measures such as developing workforce capability; not promoting general understanding of business goals and employee buy in.

The lack of acceptable performance has been impacting on the operational capabilities of the Sydney service department, which is unacceptable.

Appendix 3 â Action plan template



Strategy/application of policy (if relevant)



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