Manage Human Resource Services BSBHRM501

    Manage Human Resource Services BSBHRM501
    Assessment Tool 1 
    Part A – CoffeeVille HRM Project 
    Determine HR strategies (EOC 1)
    

You may use CoffeeVille, a simulated workplace which provides you with a website with a Strategic Plan, an Operational Plan, an Employee Handbook, policies and procedures and other information which will be useful for your assessments in this and other core HRM units, or choose an organisation you work for or are familiar with. NB CoffeeVille’s HRM Strategic Directions (Plan) is included in the Assessment box on the eCampus shell.

CoffeeVille background details

CoffeeVille began as a family owned and operated business. Siblings Rufus and Emma Belcastran were joint owners. They have both trained and worked in the hospitality industry for a number of years. Their first café was based in Melbourne. They now have successful café franchises in other capital cities. They plan to open more cafes in more suburban shopping centres in most major cities over the next 2-5 years.

You will find policies, procedures etc for CoffeeVille on the following website: http://simulations.ibsa.org.au/coffeeville/

Refer to the tab (drop down box) Intranet/AccessIntranet. This will provide you with all the information required.

CoffeeVille Strategic Directions

CoffeeVille is still completing its Strategic Plan. In the interim, the following strategic directions are drawn from its business plan

• Increase revenue through targeted marketing campaigns
• Control direct & indirect operational costs
• Maintain superior product & quality standards
• Establish CoffeeVille brand as ethical & environmentally responsible
• Maintain highly trained & motivated staff

For Competency Based Assessment, wherever possible, set out your responses to questions as complete business documents - Eg emails, reports, budgets, tables, Gantt Charts, action lists, media releases. Samples or templates will often be provided in the slides, Assessment Box on your shell, or in the Resources Box on the shell. Avoid writing generalised ‘essay’ style answers. Use your own words for each of your answers. Do not simply cut and paste. Reference all material derived from elsewhere.

1.1 Analyse CoffeeVille’s Strategic Directions (see below), Strategic HR Plan (on eCampus shell) and operational plans to determine human resource requirements
Write a paragraph about the directions of the business.

1.2 Review external business environment and likely impact on organisation's human resource requirements. (Tips – will they need to expand or contract, how much? Consider the current economic environment).

1.3 Write an email requesting information from Cafe Managers to identify human resource needs in their areas

1.4 CoffeeVille realises it should have a more diverse workforce than it currently has. Consider 3 ways they could improve diversity in the next 12 months.

1.5 Review the current policies Coffeeville has in its Employee Handbook. Consider all the legislation that your HR Department must ensure CoffeeVille must comply with (see your slides).

1. List at least 2 gaps that are not presently covered sufficiently in the Employee Handbook.
2. List and develop 2 options for delivery of human resource services that will comply with legislative requirements, organisational policies and business goals (Some possible options to support the organisation’s strategic goals for the future, are listed below)

• Restructuring strategies
• Training and development strategies
• Recruitment strategies
• Succession planning
• Upskilling of workforce
• Improved technology
• Performance management strategies
• Communication strategies
• Organisational development

• 1.6 a) Develop strategies for both options
• b) Include action plans for delivery of both of these options
• c) Write an email (follow format in sample email on eCampus) to Emma & Rufus Balcastran confirming that you have had a telephone conversation with them on .... (date), and that they support delivery of these 2 options. Copy in (cc) your State Manager, Xiaou Ping.

1.7 Write 2 emails, one regarding each of these 2 options. For each, copy in the 3 parties below. Create organisation charts for the implementation of the 2 options. In each propose the roles and responsibilities of

1. Coffeeville’s human resource team
2. Cafe Managers and
3. An external recruitment agency

    Manage Human Resource Services BSBHRM501
    Assessment Tool 1 
    Part B – CoffeeVille HRM Project 
    Manage the delivery of human resource services (EOC 2)
    

CoffeeVille background details

2.1

1. Develop information about the 2 human resource options you chose in AT 1 Part A.
2. Send an email (see sample email on shell for format) explaining the 2 options to staff and to any relevant suppliers.

2.2

1. Develop a service level agreement (SLA) for a service provided by the human resource team and a service providers and/or a client group (eg some staff)
2. Write an email to gain agreement on this SLA between the human resource team and one of the other parties

2.3 Write an email to document and communicate

• service specifications
• performance standards and
• Timeframes

2.4 Training support is required for one of the options. Arrange a training schedule for this support, you may use the template below if you wish.

2.5 Write an email outlining a brief quality assurance process that you would like your State Manager Xiaou Ping to agree on, and ask her to arrange for this to be monitored.

2.6 Design a short audit form (based on SLAs you designed in 2.2) that can help to ensure that services are delivered by providers with the right skills and knowledge.

2.7 There will be some underperformance in some parts of a large business.

1. Identify an aspect of underperformance in the human resource team (or in a service provider)
2. Propose an approach to rectify this aspect of underperformance in the human resource team (or in a service provider)

2.8 In a table, itemise 3 areas where providing human resource services will give the business an appropriate return on investment

    Manage Human Resource Services BSBHRM501
    Assessment Tool 1 
    Part C – CoffeeVille HRM Project 
    Manage business ethics in HR practices (EOC 4)
    

CoffeeVille background details

3.1 In most organisations today, HR data is stored on software designed specifically for this purpose. Some small organisations do continue to use paper-based systems. Research the commercial electronic HR systems that could be used for gathering and storing information for HR services

Name & briefly describe 2 systems (at least 1 of these must be a software program) that can be used for gathering and storing HR information

3.2

1. Design a 1 page survey (see slides on EOC 2 for a sample) on CoffeeVille’s HR services to gain feedback on staff satisfaction with HR.
2. Ask 5 people to complete the survey (scan these into your assessment)

3.3

1. Modify the survey (from 3.2) so you can use it for feedback from clients such as regular customers and suppliers.
2. Ask 5 people to complete the survey (scan these into your assessment)

3.4

1. Collate the data from 3.1 & 3.2 (complete 2 charts, eg graphs)
2. Analyse the data in each chart. Write a report to Emma & Rufus Balcastran divided into 2 sections, one on each survey. Summarise your analysis, and explain the charts. Provide conclusions & recommendations covering both sets of feedback

3.5 CoffeeVille’s HR Department has created a new online recruitment questionnaire to be completed by any applicants for positions in CoffeeVille WA. The new test should save time and money for HR & for CoffeeVille. Write a brief request seeking approval from all WA Cafe Managers of this variation to HR’s service delivery (for this new recruitment & selection test) to be used for all new applicants once it is approved. Ask them to respond within the next week.

3.6 Two weeks after your request for approval (in 3.5) was sent out, you have all WA Cafe Managers’ approval. Now write an email to all staff, explaining the benefits of the new recruitment tool, & telling staff that this new recruitment questionnaire will be going live from the beginning of next month.

    Manage Human Resource Services BSBHRM501
    Assessment Tool 1 
    Part D – CoffeeVille HRM Project 
    Integrate ethics into human resource practice (EOC 4)
    

CoffeeVille background details

Part D Case study – CoffeeVille’s Hillview Cafe (EOC 4)

CoffeeVille’s Hillview Cafe in Kalamunda has been managed by Sam Kelly for the past 2 years. When Sam was first given the position, the cafe was not doing well, in fact it was the least profitable cafe of all the WA franchises.

Over the last 18 months the cafe has turned around financially, & is now the second most profitable in WA. It is so successful that sales are double what they were 2 years ago!

As the Assistant HR Manager, you have been asked to compare staffing budgets in all WA, SA & NT outlets, then complete a report for your HR Manager, Jo Fry. Annual staffing expenditure in most outlets is between $150,000.00 and $200,000.00. You notice that Hillview’s staff expenditure is only $110,000.00. You find this most surprising, especially considering that Hillview’s sales are so high.

The following day you fly to Melbourne to present some reports to Head Office. Over coffee with an old friend, Waleed Ahmed, who works in CoffeeVille’s Accounts Department, you mention the surprisingly low staff expenditure at Hillview, in spite of its high sales volume. Waleed says he will do some ‘digging’ for you.

He calls you later that day, saying he wants to meet again for a private conversation. Over afternoon tea he tells you he too has some surprising findings. He has found that Hillview’s sales are higher than any other suburban CoffeeVille cafe in Australia. (The cafes in the centre of the capital cities do understandably have higher sales.)

Like all CoffeeVille outlets, on its menu, Hillview Cafe offers both

1. standard food and drink and
2. premium priced organic and environmentally friendly food and beverages such as Fair Trade Coffee

When Waleed explored Hillview’s financial trail, he could not locate any purchase orders or payments for organic or environmentally friendly food or beverages. He is concerned that when customers have ordered premium organic & environmentally friendly products, Hillview has been serving standard food & drinks but charging customers premium prices.

If this had been occurring, it would be a breach of the Competition & Consumer Act (2011), which could require CoffeeVille to pay significant fines for breaking the law. Bad publicity could also cause very serious damage to CoffeeVille’s brand name, with the risk of customers going to CoffeeVille’s competitors for their refreshments, potentially causing a significant loss of business.

There have been a number of Assistant Managers at Hillview in the last 2 years. In fact all staff turnover at Hillview Cafe has been unusually high for CoffeeVille. You contact the ex-Assistant Manager who resigned 2 months ago. You arrange to meet her. She says she has moved into a manager’s role in a different business, but confides in you that she left Hillview because there were ‘irregularities at Hillview that breached CoffeeVille’s Code of Conduct’. When you press her for more detail, she reluctantly tells you that 2 major areas of concern made her feel she could not continue at the Cafe. Firstly, most staff were expected to work for additional hours that they were not paid for, and secondly, standard products were substituted for premium products and served without customers knowing they were being ‘cheated’.

The ex-Assistant Manager’s account confirms your suspicions that Hillview Cafe has achieved very impressive profits by breaking the law in 2 different ways. You realise you now have some difficult decisions to make...

Knowledge evidence

Performance evidence

Referring to CoffeeVille’s Code of Conduct and Organisational Chart, answer the questions below

4.1 Now that you know this about Hillview Cafe, what should you do to ensure your personal behaviour is consistently ethical and reflects the values of the organisation?

4.2 List 2 steps you willl now take to help ensure CoffeeVille’s Code of Conduct is observed across the organisation, and its expectations are incorporated in human resource policies and practices

4.3 Explain how you will observe confidentiality requirements when dealing with the Hillview Manager’s actions

4.4 How soon should you deal promptly with his unethical behaviour? What will you do?

4.5 Organisations must ensure all persons responsible for human resource functions understand the legal requirements regarding their ethical behaviour. In the Public Service in WA, every employee must complete an online course with assessment called ‘Accountable & ethical decision making’ every 2 years.

1. Discuss 2 ways the HR Department at CoffeeVille could ensure that employees understand their responsibilities regarding ethical behaviour.
2. Provide a copy of a set of questions that could be used for an online assessment for CoffeeVille employees on ethical behaviour.