Evaluate HR service delivery
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.
Submit this document with any required evidence attached. See specifications below for details.
Performance objective
In this assessment task, you will demonstrate skills and knowledge required to collect feedback on and evaluate human resources service delivery.
Assessment description
In response to a simulated business scenario and following on from work undertaken in Assessment Tasks 1 and 2, you will seek feedback on human resources (HR) service delivery and develop an evaluation report on performance.
Procedure
For this assessment you will need to usethe scenario information provided in the appendices of this assessment, the simulated business information for JKL on moodle (or supplied by your assessor) and the work you completed for Assessments 1 & 2.
In the scenario, you have now implemented the service delivery strategies you developed as Assessment Task 1.
1. (3.1) Develop a client satisfaction survey to gather qualitative, level 1 feedback (the 'Reaction' level on the Kirkpatrick Model) from a range of stakeholders to supplement performance scorecard information provided in Appendix 1. This shouldenable you to collect feedback from: managers (senior & line); external providers of HR services (recruitment service providers); and clients (employees), regarding HR performance against set performance expectations.
You need to gather feedback covering the following areas:
- financial performance
- customer value
- people development
- operational process efficiency
- organisational values, policies and legal obligations.
2. (3.1) Revise action planning undertaken in Assessment Task 1 to include service delivery surveys and information from company balanced scorecard (Appendix 1)over the current financial year. Include actions to adhere to organisational recordkeeping / storage of information policies.
(3.2) You MUST provide a copy of the survey to your assessor. This will enable him/her to complete several surveys from the viewpoint of various stakeholders.You MUST obtain thesecompleted surveys from your assessor before you can continue with the remainder of this assessment.
3. (3.4) Analyse the feedback (in surveys)provided by your assessor as well asperformance data provided in Appendix 1 and prepare a report on HR service delivery performance for the operations manager. Include in your report:
a. a summary of proposed recommendations for service delivery changes (executive summary)
b. analysis of performance data, including adherence to values, code of conduct, organisational policy and legal requirements
c. proposed recommendations for service improvements, for example:
- 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
- revised return on investment (ROI) figures with justification.
d. (3.5) a sign off sheet where the operations manager can approve the variations in service delivery proposed in the document.
Note: Ensure your proposed changesare expressed in a business-like and persuasive manner designed to seek approval for and gain support from the operations manager.
4. (3.6) Prepare an action plan to support communication of changes and implementation of changes over the next six months.You may want to use the action plan template provided in Appendix 2. Include in your plan:
a. communications activities designed to obtain support and approval from clients for service changes and changes to SLAs
b. (3.3) activities, resources and strategies designed to effectively implement, monitor and win buy in from organisational stakeholders and clients of HR services.
Specifications
You must provide:
- a survey on HR service delivery (task 1)
- amended action plan/s for monitoring of service delivery performance (task 2)
- a 1-2 page report on service delivery performance, including proposed recommendations for service improvement or variation (task 3)
- action plan to support communication of and amended implementation of HR service delivery. (task 4)
Note: ensure deliverables adhere to recordkeeping policy.
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:
- 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.