Student’s Name: Pravat Ghose
TAFE ID: 350314121
OTEN NO: N751391
BSBHRM501A Manage Human Resource Services
Assignment 1
Purpose: Purpose of the Service Level Agreement is to direct the company towards its strategic goal through converting HR into a Strategic Partner.
Parties of this Service Level Agreement
The service level agreement is being signed between Human Resource Department and Other parties who will receive services from HR Department of Star Industries; Finance and Administration, Manufacturing, Marketing, IT Services, Sales on June 5, 2009. Human Resource Department, the service provider, will be considered as first party and Finance, Administration, Manufacturing, Marketing, IT Services, and Sales Department will be considered as Second party.
Process of involving the stakeholders
To fulfill the mission HR will arrange a session to determine the objectives and convert those objectives into action with setting specific measurable goals and time-line. Senior Management will attend the meeting to prepare the score-card. HR will arrange this session at 1st week of September, 2009 to formalize the Score-card of 2010. Ben Russell, CEO and Pravat Ghose, GM, HR will act as Facilitator.
Objectives will be challenged through brainstorming, debate on the basis of Market Analysis and Survey. Marketing and Sales Department will arrange surveys on Market Expansion by September 15, 2009 and place it before GM, HR for circulating and collecting feedbacks by 30 September 2009.
To monitor the score-card HR will incorporate a module for Balanced Score Card Monitoring in its HRMIS, with the help of External service provider by November 2009. Pravat Ghose, GM, HR is responsible for the task.
In December 2009, HR will create the buying up among the team-member about new performance measurement system through formal training and coaching and crystallize the role of every individual to achieve the mission. All Departments will dully sign the Score-card and get it approved by the CEO by 20 December 2009. Brett Downie, HR Officer NWS and Peter Habiib, HR Officer, WA will coordinate the process and ensure necessary assistance.
To fulfill the Score-card HR will ensure following services
1. Organization restructuring: Pravat Ghose, GM,HR will analyze organization structure of leading companies of similar industry and propose new organization chart for the company. Purpose of this restructuring proposal is to create competitive advantage and optimum utilization of human resource and increase productivity. This process will be facilitated by HR in consultation with Senior Management by July 2009 and place the final draft of organization chart to Ben Russell, CEO on 2 August 2009 and get the approval from Top Team by 17 August 2009.
2. Manpower planning: HR will evaluate current manpower position in line with approved organization chart. HR will carryout Job Evaluation process will finalize Job Description and Person Specification for each position by 31 August 2009. The Department Head, Supervisors and Job Holders will participate in evaluation process accordingly to complete it within the deadline.
Brett Downie, HR Officer NWS and Peter Habiib, HR Officer, WA will carry out the job evaluation process and all supervisors and job holders will ensure necessary information for this purpose.
3. Employee Development Plan: HR will analyze the competency of current manpower against each position and do the necessary gap analysis and prepare the EDP (Employee Development Plan) for the year 2010 in consultation with Department Heads and Supervisor. For EDP Department Heads and Supervisor will provide the required training list on following categories by 10 September 2009:
b. Operation Skill
c. Up-gradation/New Skill
d. Quality Management System
As per the requirement HR will prepare the training calendar for the year 2010 and it will be circulated to all departments by 15 December 2009.
4. Recruitment and Selection: HR will be responsible for recruitment and selection for all new positions and necessary replacement. To reduce duration of recruitment and selection process HR will create own database of professionals who are working in similar industry and categorize as per their competency. It will help to minimize the cost of recruitment process and HR will be able to initiate selection as soon as any vacancy is created. All Departments will collect the list of professionals to HR who are working in the similar industry in a prescribed form. This data collection is a continuous process and will be incorporated in Monthly reporting system and will be placed be GM – HR in review meeting of Scorecard scheduled to be held of First Monday of every month.
Side by side HR will collect the information using its own source or external service providers to speed up the process.
Cheng Ho, HR Assistant NSW and Bettina Rusque, HR Assistant WA will be contact point for all types of coordination work for recruitment and Selection Process.
Specific Details of the process:
Advertising
Cheng Ho, HR Assistant NSW/ Bettina Rusque, HR Assistant WA will prepare the text of job positing and determine the sources (internal or external) make necessary arrange publication of advertisement (job portal/newspaper). Before the placement they will approve the cost from recruiting manager.
Selection process
Screening and Interview: HR Assistant will forward documents to the recruiting manager within 3 working days of the closing date after doing preliminary screening against the essential traits. The recruiting manager will do the final screening and return the papers to HR within 3 days of receiving from HR Assistant for arranging interview. HR Assistant in consultation with Recruiting Manager will finalize the selection team and commence the selection process within 7 working days and finish it within 10 working days. If required HR Officer or GM, HR will arrange training for selection team on selection process (Assessment Centre, Practical Test for skilled positions, Interviewing).
Employment process
In case of successful candidates, offer will be prepared within 5 working days after the closing of selection process and for unsuccessful candidates, feedback and regret letter will be send within 4 working days. HR Assistants are responsible for sending regret letter. Then Brett Downie, HR Officer NWS/Peter Habiib, HR Officer, WA in consultation with GM, HR and recruiting manager finalize the offer.
Before giving the offer HR Assistant will arrange checking Medical Record, Candidates right to work in
5. Induction and First 90 day’s program
Brett Downie, HR Officer NWS/Peter Habiib, HR Officer, WA will provide the general induction. For midlevel to above, Pravat Ghose, GM, HR will be responsible for designing and giving induction.
For Key Positions GM, HR will design customized induction in consultation with recruiting manger and department heads. Induction will include guideline on ethical behavior, organizational values and company’s strategy and role of new employee in fulfilling the strategy. Then line manage will give the induction on his job and other aspects. After formal induction, feedback will be collected from the participants and information will be incorporated HR score-card and considered as service feedback result against the measure ‘The Efficacy of the Induction Program’.
‘First 90 day’s program’ will be introduced for the first time in Star Industries. It will include regular monitoring, on job coaching, updating his/her on company’s policies and procedure, compliances; employee’s gap analysis for EDP (Employee Development Plan); ensuring training and preparation of Action Plan for the employee. It is a tri-party agreement between Employee, Supervisor and HR. The purpose of the program is make employee productive at the earliest possible time and to make a newcomer comfortable with the organization. An assessment process will be carried out after completion of First 90 day’s program. Result will be incorporated with HR score-card against the measure, ‘The Efficacy of First 90 day’s program’.
Connie Quinn, HR Assistant NSW/Bettina Rusque, HR Assistant WA will collect the feedback of Induction and First 90 day’s Program and give necessary entry in HRMIS in Service Feedback Section.
6. Arrangement of Training:
According to the EDP, HR will arrange training for the employee as per the agreed training calendar. There must have an agreement on Trainer and Training Outline between HR and Line function. HR agreed to arrange at least 20 Man-hour training for each employee for the year 2010 and it will be incorporated in Learning and Growth part of Score-card.
ROI of operational training will be assessed on the basis of Quality Record, Production Report and Accident Record etc.
7. Monitoring the Scorecard and Performance of
CEO will be responsible for monitoring the Scorecard. It will be reviewed every month on a review meeting scheduled to be held on First Monday of every month at 11 am at Executive Meeting Room and senior management will attend the meeting. In case of holiday and vacation it will be held on the next opening day on the same time and place. GM, HR will be responsible for arrangement and ensure that the data in Sore-card software is properly inputted and all General Managers will co-operate him accordingly.
The senior management reserves the right to make changes the agreed score-card in the context of local, regional and global economical changes.
Service Feedback form must be collected in every quarter from each department. Connie Quinn, HR Assistant NSW will collect the service feedback and provide necessary assistance.
Both party agreed to maintain the terms and condition of this SLA and any required changes must be communicated to Pravat Ghose, GM, HR which will assessed and then placed in review meeting. In case of emergency special meeting can be arranged. On the basis of this
This
Signature on behalf of the first pary Signature on behalf of the second party
Pravat Ghose Kevin Coster
GM – HR GM – Finance and Administration
Phil Ayoub
GM – Sales
Evie Koulbanis
GM – Operation
Al Parez
GM – Manufacturing
Susan Wu
GM – Marketing
WITNESS: WITNESS:
Ben Russell Louise O’Brien
CEO HR generalist
References:
1. Human Resource Management by Raymond J. Stone
2. Changing Nature of Human Resource Management by Robert L. Mathis and John H. Jackson
3. Can you say what your strategy is? By David J. Collis and Michael G. Rukstad
4. Using the Balanced Scorecard as a Strategic Management System by Robert S. Kaplan and David P. Norton
5. Presentation: Deloitee – HR Balanced Scorecard: Implementing Metrics to Assess and Drive Business Performance
7. http://www.biztree.com/?cm_source=gosw&cm_adgroup=D109&cm_kw=service%20level%20agreement
8. http://www.usq.edu.au/resources/facultyofsciencesoctober2006.pdf
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