Evaluate Human Resources
Service Delivery – Element 3
How do you know what you
have done has been done
well?
Your most unhappy customers are your
greatest source of learning. – Bill Gates
Feedback from who?
• Internal Customers – someone who
helps the organization serve the end
customer. For example, employees, other
departments, suppliers, safety officers,
marketing
• External Customers – people that come
from outside the business who use or is
directly affected by a company’s products
or services.
How to get the feedback?
• Written surveys (feedback
forms).
• On-line surveys.
• Mobile devices.
• Telephone.
• Chat rooms.
What feedback is ABC
Services looking for?
• Overall employee
satisfaction.
• Training quality
• Assessment
•Training conditions
•Learner engagement
•Work readiness
•Changes to improve training
Develop a survey – Student
Activity
• Either using survey monkey or
electronically performed develop a survey
for ABC employees to complete.
• Your aim is to determine the quality,
success and effectiveness of the training
conducted by partnering training
organisation.
• Surveys will be peer reviewed.
• https://www.surveymonkey.com/home/
SWOT ANALYSIS
• Strengths and
Weaknesses – internal
environment (factors
tend to be in the present)
• Opportunities and
Threats – external
environment (factors
tend to be in the future)
Strategic planning, brainstorming
and decision making
• You'll get more value from a SWOT
analysis if you conduct it with a specific
objective or question in mind. For
example, deciding on how you should:
– take advantage of a new business opportunity
– respond to new trends
– implement new technology
– deal with changes to your competitors'
operations
Building on Strengths
• A SWOT analysis will an organisation
identify areas of the business that are
performing well. These areas are your
critical success factors and they give your
business its competitive advantage.
• Identifying these strengths also enables
the organisation to grow and involves
finding ways of using and building on
these strengths.
Minimise weaknesses
• Weaknesses are the
characteristics that put an
organisation at a disadvantage to
others. Conducting a SWOT
analysis can help you identify
these characteristics and
minimise and manage them
adequately
Seizing opportunities
• A SWOT analysis can help identify
opportunities that the organisation could
take advantage of to make greater profits.
Opportunities are created by external
factors, such as new consumer trends and
changes in the market.
Counteracting threats
• Threats are external factors that could
cause problems for an organisation, such
as changes to the market, a competitor's
new advertising campaign, or new
government policy. A SWOT analysis can
help identify threats and ways to
counteract them, depending on your
strengths and weaknesses
Useful Websites
• Mind tools - SWOT
• http://www.mindtools.com/pages/article/ne
wTMC_05.htm
• Business Balls – SWOT templates
• http://www.businessballs.com/swotanalysi
sfreetemplate.htm
• See ABC Service Agency for example
SWOT
Task 23 – Page 59
• Option 1 – Create a reward system for
employees. (flexible schedules, bonus
scheme)
• Option 2 – Implementation of a new
technology/computer system
• Option 3 – Leadership program to
develop supervisors.
Task 25 – Page 64
• Option 1 – Create a reward system for
employees. (flexible schedules, bonus
scheme)
• Option 2 – Implementation of a new
technology/computer system
• Option 3 – Leadership program to
develop supervisors.
Survey/Feedback Results (page 66)
• Collate survey results
• Integrate changes as part of the
continuous improvement process
• Make adjustments to the
original HR plan
Approval Process (page 68)
• As with the process of
developing new strategic
plans or service agreements,
any proposed changes must
again be documented and
approved
• See page 68 to revise those
steps
Element 4
Manage integration of business
ethics in human resources
practices
In pairs summarise in ‘3’ power point slides
one of the below topics…..relevant workplace
examples need to be provided
Ethical behaviour
Ethical dilemma
Organisational values
Code of conduct
Standards of behaviour
Ethical decision making process
Confidentiality requirements
Employees rights and responsibilities
Unethical behaviour
Ethical expectations
With your partner complete the
following tasks:
Task 28/Page 72 – Corporate values
Task 29/Page 75 – Standards of behaviour
Task 30/Page 77 – Confidentiality and
legislation
Task 31/Page 78 – Addressing unethical
behaviour