diploma of business

Submission details

To complete this assessment you must first complete Assessment 1: Case Study.

In this assessment you will;

· evaluate the service delivery feedback from the Case Study provided in Appendix A.

· develop a plan for collecting feedback from clients.

Part A

In this task you need to develop;

· a plan for collecting feedback from clients, and

· a plan for collecting ongoing client feedback for a review of the HR services strategy you developed in Assessment 1.

· Submit the plan and tools / surveys / questionnaires to your trainer for assessment.

Part B:

Read the case study in Appendix A.

· Make recommendations for changes to HR service delivery and seek approval for their implementation.

· Conduct a training needs analysis to identify gaps in knowledge across the organization.

· Develop and example system or procedure that will assist in monitoring the quality of HR service delivery.

· Submit your recommendations in the form of a report to your trainer for assessment.

Appendix A: Case study: Variations to human resources service delivery

You have implemented the service delivery strategies based on the case study in Assessment 1.

Client feedback after six months revealed the following.

· Management are unhappy with the recruitment process. They claim it is slow and time consuming.

· The recruitment service provider has indicated that delays in making job offers results in candidates obtaining positions with other companies.

· Interviews are taking up to two hours to complete.

· The performance management program is perceived as time consuming and not consistent with measuring an individual’s contribution to organisational objectives.

· The service managers are concerned they are not able to attract the best big truck mechanics due to the inflexibility around salary and job benefits.

· Clients feel that the human resources team are more ‘paper’ driven than ‘people’ driven.

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