BSBHRM501 Practical Workbook V2.0 24 October

BSBHRM501
Manage human resource services

Practical Workbook
Contents
Student Cover Page ........................................................................................................................................................... 3
Marking Criteria ................................................................................................................................................................ 4
Assessment Instructions ................................................................................................................................................... 6
Simulated Workplace – Harriet and Hanson..................................................................................................................... 6
Task 1 Determine strategies for the delivery of human resource services ...................................................................... 7
Task 2 Develop service level agreements ....................................................................................................................... 13
Task 3 Evaluate human resource delivery ...................................................................................................................... 18
Task 4 Manage company ethics in human resource practices ....................................................................................... 21
........................................................................................................................................................................................ 24
Student Feedback Form .................................................................................................................................................. 24
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BSBHRM501 – Practical Workbook v2.0
Created: November 2016 Reviewed:
Entrepreneur Education Pty Ltd
RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
Student Cover Page
STUDENT TO COMPLETE
Student Name: Rian panji irawan
Unit: BSBHRM501 Manage human resource services
Assessment: Practical Workbook
Due Date:
Date Submitted: 17-october-2017
Student Declaration
I declare that all of the attached documentation has been produced by myself and is not plagiarised in any way. I
also declare that permission has been sought where workplace documents have been used.
Student Signature:
Student Comments to Assessor:
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
Marking Criteria
ASSESSOR TO COMPLETE
Assessor Feedback to Student:
Student Name:
Assessor Name:
Unit: BSBHRM501 Manage human resource services
Assessment: Practical Workbook
Due Date:
Satisfactory or
Marking Criteria Not Yet
Comments
Did the student accurately complete: Satisfactory
(S or NYS)
Task 1.1
Task 1.2
Task 1.3
Task 1.5
Task 1.6
Task 1.7
Task 2.1
Task 2.3
Task 2.4
Task 2.5
Task 3.1
Task 3.2
Task 3.3
Task 3.4
Task 3.5
Task 4.1
Task 4.2
Task 4.3
Task 4.4
Task 4.5
Task 4.6
Task 4.7
Task 4.8
Role Play – Human Resource Needs Meeting - Task 1.4
During the role play, did the student successfully:
Consult and collaborate with staff (peers) in the
meeting about their human resource needs
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
Lead the meeting and communicate effectively
Presentation – Service Level Agreement Proposal – Task 2.2

During the role play, did the student successfully:
 Clear presentation and explanation of
your proposed Service Level Agreement
 Clear outline of how the Service Level
Agreement will benefit the company
 Explanation of how the Service Level
Agreement aligns with the company
objectives
 Your ability to collaborate and consult
with the audience to gain feedback
about the proposed agreement
First Submission:
Assessor Comments to Student:
Overall Result:
Satisfactory or Not Yet Satisfactory
Assessor Signature: Date:
Re-Submission:
Assessor Comments to Student:
Overall Result:
Satisfactory or Not Yet Satisfactory
Assessor Signature: Date:
5
RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
Assessment Instructions
The tasks in this Practical Workbook require you to research, analyse, plan and interpret information from the
Harriet and Hanson Simulated Workplace and Scenarios to demonstrate your ability to apply the skills in the unit.
You are permitted to work collaboratively in small groups with your peers to complete each task, however, you must
document your own responses. You must attempt all activities.
You will need access to the following resources:

- Simulated Workplace
- BSBHRM501 Learning Guide
- ‘My accounting course’, 2016, retrieved from: http://www.myaccountingcourse.com/financial-ratios/return-
on-investment
Simulated Workplace – Harriet and Hanson

This practical assessment requires you to read, analyse, interpret and research a simulated workplace to:
- Determine strategies for the delivery of human resource services

- Manage the delivery of human resources
- Evaluate human resource delivery and
- Manage the integration of business ethics in human resource practices
The Tasks in this Practical Workbook require you to assume the role of the Human Resources Manager. You need to
research the company, provide advice, prepare documentation and communicate strategies with internal
stakeholders at Harriet and Hanson (simulated workplace).
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
Task 1 Determine strategies for the delivery of human resource services
For this task, you need to review the Simulated Workplace (Harriet and Hanson). You will undertake research to
analyse the internal and external influences on the business. For this Practical Assessment, you need to assume the
role of the Human Resources Manager.
1.1 Evaluate the company human resource capacity and services by completing the SWOT analysis below:
Strengths Weaknesses
(What are the strengths of the human resource (What are the weaknesses of the human resource
services?) services?)
At Harriet and Hanson, we ensure all customers are They are only 3 years old, and are still establishing their
provided with excellent quality hotel services, through brand and company culture
the service provided by our highly skilled and expert
staff.
Opportunities Threats
(What opportunities does the business have, to (What are the threats to the business?)
improve the human resource services?
Harriet and Hanson believes in their employees and They are only 3 years old, and are still establishing their
instills trust in them to enable the company to brand and company culture
become Queensland’s leading Hotel.
1.2 Evaluate the external influences which may impact human resource services/requirements by completing the
PEST analysis below.
Political Economical
(What are the possible political influences on human (What are the possible economic influences on human
resource services/requirements?) resource services/requirements?)
The purpose of this policy is to ensure that HR follow  1 Administration and Finance Manager
company and legislative protocols to recruit sufficient  1 full time administration team leader (reports
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
and adequate staff, and complete thorough inductions into the Administration and Finance Manager)
to suit the company and work area’s needs.  5 full time administration support officers
(reports to the administration team leader)
Social Technological
(What are the possible social influences which may (What are the possible threats to human resource
influence human resource requirements or services?) services/requirements?)
The purpose of this policy is to ensure the company’s
commitment to combating any act of harassment,  1 marketing & sales manager (reports into the
victimisation and bullying in the workplace. Illegal general manager. Graphic design, web design
practices will not be tolerated by Harriet and Hanson. and marketing collateral all outsourced
1.3 Once you have analysed the external and internal environment, outline the major human resource service
requirements for each area of the business in the table below:
Business area Identified human resources What is needed? How could this be
(e.g. operations, service requirements achieved?
marketing,
administration/finance)
Operations Ensure staff complete a Employee handbook Orientations handbook

thorough induction for their provide a presentation showing a policies the
roles document need to signed promise and provide
atraining program
following the poliies
Marketing and Sales Promote brand awareness More brand advertising This can be actived by
to internal customers using social media,website
email,creating poster
Administration and Increas room sales 25% Become supporter to Looking for big event and
Finance income event in city and public participating in the event
community like schoolies,uni
games,etc.
Human Resource Needs Meeting

a. Role play a consultation meeting with the Operations Manager and Marketing Manager about their
team’s human resource needs. Discuss your findings for Task 1.3. Document the outcome of the
meeting on the Reporting templates in Task 1.5.
Your mentor will assess your role play in class for the following:
- Ability to consult and collaborate with staff in the meeting about their human resource needs
- Ability to lead the meeting and communicate effectively
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
b. After discussing and consulting with the Operations Manager and Marketing Manager (Task 1.4)
about their human resource needs, complete the following reports for both operations and
marketing, including:
- Outlining the human resource needs
- Identifying the legislation and policy framework
- Identifying all possible human resource services options (including who would be responsible and the
estimated annual cost)
- Identifying the risks associated with the options identified
- Calculating the return of investment (ROI) for each option
- Recommendations to meet human resource needs for the company service level agreement
HUMAN RESOURCE NEEDS ANALYSIS REPORT

Operations
Human resource needs
Human resource needs Provide a culture which recognises a
List the HR needs for the operations staff. Gather this information from your healthy work-life balance
analysis of the company (Task 1) and the Simulated Workplace.
Legislation & Policy Framework Anti-discrimination and equal
What is the related legislation and the organisation policies/procedures? List opportunity policy
them all.
OPTIONS FOR HUMAN RESOURCE SERVICES DELIVERY

Brainstorm all possible options for human resources services delivery for Harriet and Hanson. Include different
options, for example, options for recruitment, such as outsourcing recruitment, or using employed existing or new
hired HR staff.
Human Resources Services Who is responsible to Estimated cost
Outline the HR services required for operations staff. Gather this information deliver the service? (per year)
from your analysis of the company (Task 1) and the Simulated Workplace. For For example, existing
example, recruitment & selection, staff training internal staff member,
new recruited staff
member or external
service.
Training and the trainer employing fee Internal staff $25.000
Need professional grafitty and financial New recruit staff $100.000
Advertisement and paying advertisement fee Internal staff member $55.000
Internasional staff and training fee Internal staff member $40.000
Renting office and purchasing office supplies Internal staff member $30.000
Electricity fee Internal staff member $70.000
Wifi fee and telephone fee Internal staff member $5.000
TOTAL $325.000
Risks Even thought we will invest around $55,000 for making and adverting to
Identify the risks associated with the
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
options above. customers,we can’t earn higher income that invested money
RECOMMENDED OPTIONS
Recommended human resource services Justification?
List the recommended human resource services Explain the reason for your recommendation.
discussed during the consultation meeting. The
recommendations will be included in the Service Level
Agreement in Task 2.
Implement staff professional company culture For development our staff a abilities and serving high
quality of service customers
Build a positive company culture Improve our corporation like team work
Promote company values They cant set the goal with position
c. Describe three strategies that Harriet and Hanson can implement to ensure they value diversity
within the company.
 Value diversity of cultures and ways of being

 Respect all stakeholders and treat one another with fairness
 Conduct self ethically at all times and protect the reputation of the company
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
1.7 Develop an Action Plan for implementing the preferred option from Task 1.4 for the delivery of human resource services for Harriet and Hanson.
Action Plan
Option:
Team Activity & Strategy Responsibilities Required Resources Related legislation, Timeline for completion
(Identify the role) (List the strategies the staff policy and/or procedure (e.g. annually, every
member is responsible for) month etc.)
Training team Giving the knowledge of the Training and the trainer Company has to invest Ensure staff complete a 1 week (full time)
parts of the company and employing time and money thorough induction for 2 week (part time)
providing the best strategy their roles
for solving the problem that
come
Marketing team 1. Manager employee Marketing manager Marketing team has to Ensure staff complete a 1 week (full time)
Professional graphic invest time and money thorough induction for 2 week (part time)
designer by by themselves their roles
interview
2. Train them for
adapting our
company
Administration and 1. Manager employs Administration manager and Marketing team has to Ensure staff complete a 1 week (full time)
financial team financial by financial manager invest time and money thorough induction for 2 week (p art time)
interview by themselves their roles
2. Train them for
adapting our
company
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
Task 2 Develop service level agreements
Now that you have gathered information about the company and consulted with operations and marketing about
their areas human resource needs, you are ready to draft a Service Level Agreement for the company.
2.1 Develop a draft Service Level Agreement (below) which includes the Human Resource requirements identified in
Task 1. You must ensure that you include the following:
- Alignment with the overall strategic and operational needs of the company
- Information obtained through feedback
SERVICE LEVEL AGREEMENT

General Information:
Purpose: Upgrade our customers service
Vision: Harriet and Hanson believes in their employees and instills trust in them to enable the
company to become Queensland’s leading Hotel
Service Performance:
Mission: At Harriet and Hanson, we ensure all customers are provided with excellent quality hotel
services, through the service provided by our highly skilled and expert staff.
Scope: Making the staff we recruit in accordance with the criteria we want so no serious problems
(What does this arise and they aim to open more hotels in Queensland over the next couple of the year
agreement cover?)
Hours of 24 hours a day per weeks
Operation:
Human Resource Services & Performance Expectations
Human Service Expectations Timeframe Performance Monitoring
Resources (What are the values and Method
Service / Process behaviours that are expected?) (How will the human resource
Area service be monitored?)
HR manager 2 week
Agreement Terms and Quality Practices
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
Agreement
Terms
(What are the
agreed terms and
conditions of this
agreement? List
at least 6)
Quality Audits &
Reviews
(Who, how and
when will quality
audits of human
resource
processes be
conducted?)
Service Level
Agreement
Maintenance
(How often will
this agreement be
reviewed and
evaluated?)
Issue Resolution
(What is the
process for
resolving issues or
complaints
regarding the
service
agreement?)
Signatures
Name & Position Signature Date
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
Service Level Agreement Proposal Presentation
2.2 Plan and deliver a presentation (5 minutes) that summarises your proposed Service Level Agreement. The
presentation can be delivered to a small group of people. You mentor will facilitate your presentation in class and
will assess you for the following:
 Clear presentation and explanation of your proposed Service Level Agreement
 Clear outline of how the Service Level Agreement will benefit the company
 Explanation of how the Service Level Agreement aligns with the company objectives
 Your ability to collaborate and consult with the audience to gain feedback about the proposed agreement
2.3 Document the feedback given about the proposed Service Level Agreement. What did your colleagues like about
your ideas? What suggestions did they have for improvements to your Service Level Agreement?
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
Refer to the following reading:
‘My accounting course’, 2016, retrieved from: http://www.myaccountingcourse.com/financial-ratios/return-on-
investment
2.4 The General Manager and board of directors have requested that you report the Return on Investment (ROI) to
justify the need for a full time WHS Coordinator at both Hotels. The company has spent approximately $350, 000 on
workplace health and safety related injuries and claims over the past year. The wage of each WHS coordinator is
$80,000 (including expenses).
Calculate the return on investment for having 2 full time WHS coordinators by using the formula below. Show your
working out.
Return on Investment (ROI) Formula:
ROI = $ total benefit (amount of savings) - $ total costs (wages)

$ total costs
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
2.5 Identify staff training support requirements to implement the Service Level Agreement below:
TRAINING SUPPORT REQUIREMENTS

What? Who? Description of Training
(List the skills or training (Identify the role/position of the
requirements. E.g. interviewing person requiring training)
skills)
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
Task 3 Evaluate human resource delivery
You have agreed on the Service Level Agreement and Action Plans to implement human resource services and
strategies. It is now time to develop and implement the company annual survey to internal clients to determine their
level of satisfaction.
3.1 Develop a survey to obtain feedback from internal clients (staff and managers) about the Human Resource
services. You may use the template below or your own template. Your survey must:
- Include 6 statements which clients can rate the HR team’s performance against
- Include two open ended questions
Human Resources Feedback Form
Name
Instructions:
Rate the human resources team effectiveness in providing human resources and services to your area of the
business.
Strongly Disagree Agree Strongly
Statement Disagree Agree
1.
2.
3.
4.
5.
6.
Questions:
Question 1:
Response:
Question 2:
Response:
Other Comments and Feedback:
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
3.2 Ask 2 colleagues to complete your survey through a role play. Submit the completed surveys to your mentor.
Analyse the feedback and document recommendation and feedback below:
3.3 If you needed to change a HR process outside of the Service Level Agreement, what company process would you
need to follow?
3.4 Describe a suitable process for gathering and storing important HR information. Refer to the simulated
workplace.
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
3.5 Explain a suitable process for using feedback gathered from surveys to modify and improve human resource
services delivery.
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
Task 4 Manage company ethics in human resource practices
For this task, you need to refer to the Simulated Workplace document and read and interpret the scenarios
provided.
4.1 Refer to the Harriet and Hanson Code of Conduct. Summarise the main areas of the code of conduct.
4.2 Describe three strategies to communicate the code of conduct to the internal stakeholders at Harriet and
Hanson.
Communicate Code of Conduct
Type of Strategy Description of Strategy
4.3 Explain three strategies to ensure the HR team maintains client confidentiality.
4.4 Explain three strategies to ensure the HR team conducts themselves ethically and understands ethical behaviour.
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
Scenario – Jacob
Jacob is new to the HR team. He has about 5 years of experience working in HR, and has studied HR at university
level. A work colleague reports to you (HR Manager) that she overheard Jacob at the bar with holiday residents
discussing private matters about the dysfunction of the HR department. She also heard the resident complaining
about the slow service of hospitality staff, and Jacob agreeing about how poorly inducted and trained they are.
4.5 Review Jacob’s behaviour in the scenario above. What areas of the company values, culture and code of ethics is
Jacob’s behaviour not consistent with? Explain your response.
4.6 Explain how you would you deal with Jacob’s unethical behaviour.
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
Scenario – Recruitment
A manager has sought approval to recruit a full time staff member for his team. He requests that the person be
mature age and not a women of child bearing age who will run off and become pregnant.
4.7 What legilsaiton is in breach?
4.8 What action would you take to deal with this matter promptly?
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496
Student Feedback Form
To help us improve this unit of study, please provide some feedback so we can include your ideas in our
continuous improvement processes.
Student Name
Date
(optional)
Unit BSBHRM501 Manage human resource services (practical)
1. Describe what you enjoyed the most about the learning and assessment resources.
2. Describe what you liked the least about the learning and assessment resources.
3. Is there anything that you felt that you should have learnt more about in this unit?
4. Please share any more comments:
Thank you! Your feedback is very important to us. 
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RTO: 40952 | CRICOS: 03432G | ABN: 16 165 904 496

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BSBHRM501

Manage human resource services

Student Comments to Assessor:

Presentation – Service Level Agreement Proposal – Task 2.2

You will need access to the following resources:

Simulated Workplace – Harriet and Hanson

- Determine strategies for the delivery of human resource services

Operations Ensure staff complete a Employee handbook Orientations handbook

Human Resource Needs Meeting

HUMAN RESOURCE NEEDS ANALYSIS REPORT

OPTIONS FOR HUMAN RESOURCE SERVICES DELIVERY

 Value diversity of cultures and ways of being

SERVICE LEVEL AGREEMENT

Agreement Terms and Quality Practices

ROI = $ total benefit (amount of savings) - $ total costs (wages)

TRAINING SUPPORT REQUIREMENTS

Other Comments and Feedback:

Communicate Code of Conduct

Type of Strategy Description of Strategy

4.7 What legilsaiton is in breach?

4. Please share any more comments:

Thank you! Your feedback is very important to us. 

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