Unit title
Level
Credit value
Unit code
Unit review date
Human resources service delivery
51
3
5HRS
Sept. 2011
Purpose and aim of unit
Human resources (HR) professionals need to understand the different HR service delivery
models available to contemporary organisations, the ways that these are evolving and the
contribution effective and efficient HR service delivery makes to facilitating and supporting
sustained organisational performance. This includes establishing and monitoring service
standards, measuring performance and issues surrounding the use of shared services,
partners and external providers.
This unit is suitable for persons who:
 seek to develop a career in HR management and development
 are working in the field of HR management and development and need to extend their
knowledge and skills
 have responsibility for implementing HR policies and strategies
 need to understand the role of HR in the wider organisational and environmental
context.
Learning outcomes
On completion of this unit, learners will:
1 Understand the reasons behind organisations changing the structure and location of HR
service provision.
2 Understand the different HR service delivery models available to contemporary
organisations.
3 Understand the challenges involved in maintaining and managing HR services and how
standards are established and monitored.
Guided learning hours
The notional learning hours for this unit are 30 in total. If the unit is provided by attendance
mode, the guided learning hours would normally be considered to be 15 with an additional
15 hours of self-directed learning for reading and the preparation of assessment evidence.
1
Equivalents in Ireland = 7, Scotland = 9
1
CIPD unit 5HRS - Version 1.0
04.05.10
Unit content
Indicative content is provided for each of the learning outcomes of the unit. The content is
neither prescriptive nor exhaustive but should enable achievement of the learning outcomes.
1
Understand the reasons behind organisations changing the structure and
location of HR service provision.
Links to changing organisational and HR strategies; new thinking about supply chain
management, service delivery and value-adding operations and processes; criticisms of
traditional HR service structures and processes based on centralised models of the HR
function; the economic, quality and efficiency arguments behind third-party delivery of
HR services.
2
Understand the different HR service delivery models available to contemporary
organisations.
Internal and externally located shared service delivery models; purchasing of specific
HR services from third parties, for example contracting for legal advice in employment
matters; outsourcing all or parts of HR service provision; insourcing and the
development of a market for HR service provision; using consultants instead of or in
support of internal service delivery.
How strategically orientated HR services are structured and provided; the provision of
transaction services covering HR administration, records, information- and datahandling and payroll; client-facing HR services including business unit advice and
support, internal consultancy provision, training needs analysis and training provision,
coaching and mentoring.
3
Understand the challenges involved in maintaining and managing HR services
and how standards are established and monitored.
Processes and tools to identify and implement improvements to service delivery;
utilising technology across end-to-end processes and with multiple users; service
performance data collection and analysis; monitoring and evaluating data and
information to ensure ongoing service quality; organisational performance and
organisational change; internal and external benchmarking; key performance indicators
and targets; cost and efficiency monitoring to increase quality, reduce cost and eliminate
duplication.
Criteria for choosing partners and external providers; systems and processes that
measure the efficiency and effectiveness of third-party suppliers; service-level
agreements and contract management; intellectual property and knowledge transfer;
stakeholder and employee relations interests and issues; communications.
2
CIPD unit 5HRS - Version 1.0
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Unit assessment
To achieve this unit, the evidence the learner presents for assessment must demonstrate
that they have met all the learning outcomes and assessment criteria.
Learning outcomes
The learner will:
1 Understand the reasons behind
organisations changing the structure
and location of HR service provision.
Assessment criteria
The learner can:
1.1 Analyse the link between changing
patterns of HR service delivery with
changing organisational context and
strategy.
1.2 Assess the link between changing
patterns of HR service delivery to the
requirements of flexibility, efficiency,
cost and expertise.
2
Understand the different HR service
delivery models available to
contemporary organisations.
2.1 Compare and contrast the role and
purpose of transactional HR services
with transformational HR services.
2.2 Compare and contrast insourcing and
outsourcing of HR services.
2.3 Evaluate the advantages and
disadvantages of using internal and
external consultants.
3
Understand the challenges involved in
maintaining and managing HR
services and how standards are
established and monitored.
3.1 Explain the purpose of service
standards and how they operate.
3.2 Evaluate tools, techniques and
measures used to monitor service
performance and to identify
improvements.
3.3 Identify factors influencing a decision
to procure and use third-party
suppliers, criteria used for their
selection and performance monitoring.
3
CIPD unit 5HRS - Version 1.0
04.05.10