Resources required
- Computer and Microsoft Office
- Access to the internet for research
Context and conditions of assessment
This assessment should be completed in the classroom as part of the simulated work environment. The assessor will advise dates for submission.
Instructions to student
Part A: Develop a service level agreement
Imagine that the Managing Director has agreed to strategies included in the Action Plan and that one of these strategies is to develop a service level agreement for core human resources services.
The aim of the Service Level Agreement is to clearly document the services to be provided by the human resources department, as well as the performance standards for the provision of the services.
As a start you have been asked to develop a Service Level Agreement for recruitment and selection.
Line Managers are now to be involved in the recruitment process as set out in the company’s new recruitment and selection policy.
The Service Level Agreement you develop should include as a minimum roles and responsibilities and specific targets in relation to:
- Job analysis
- Advertising
- Preparation of documentation
- Interview
- Appointment offers.
The agreement should clearly set out the services that the HR team will provide in relation to the recruitment and selection, as well as the responsibilities of the line manager and performance standards. The responsibilities of each party should be documented as brief dot points and be based on the Boutique Building Company recruitment and selection policy and procedure provided to you by your assessor.
You task is to develop a service level agreement that includes the following:
- Purpose of the service level agreement
- Responsibilities of Managers (in relation to the SLA inclusions as above)
- Responsibilities of Human Resources Team (in relation to the SLA inclusions as above)
- Monitoring and evaluation arrangements
When you have completed your service level agreement, send it via email to the Managing Director and all other senior and line managers (this will be your assessor) seeking feedback and approval.
In your email, you should also identify how the service level agreement will be monitored, as well as a program of training for managers with regard to aspects of the service level agreement that they will now be responsible. The program of training should cover 12 months and occur at least once every quarter. In your email you should provide brief details of the training that will be provided, as well as when.
You should also save all your work in appropriate folder/s and provide a screen shot of this to your assessor with the final version of the SLA, as well as the recruitment policy and procedure. You will be assessed on your effective organisation of folders/files and information.
Part B: Manage underperformance
Imagine that the Service Level Agreement has been in operation for 3 months and for the following activities includes the targets as indicated:
| Activity | Detail | Responsibility | SLA target |
| Advertising | On receipt of completion position description template and approval form, post job advertisement on relevant advertising forum | HR Team | Within 2 days of receipt of position description template and approval form |
| Shortlisting | Compile applications for review and forward to line manager | HR Team | Within 1 day of closing date of application |
| Shortlist applications and return to HR | Line Manager | Within 3 days of receipt of applications | |
| Candidates contacted | Inform successful and unsuccessful candidates | HR Manager | Within 1 day of receiving shortlist |
There have been 3 new staff recruitments (a sales consultant and two carpenters) in the last 3 months and so you are required to analyse the following data to see if targets have been achieved.
Sales Consultant position
- Position description received by HR from Marketing and Sales Manager on March 2 2015.
- Advertisement developed and placed by HR on 4 March 2015 with a closing date of 13 March 2015.
- Applications forwarded to Marketing and Sales Manager on 17 March 2015.
- Shortlisted applications received by HR on 23 March 2015.
- Successful and unsuccessful candidates contacted on 25 March 2015.
Carpenter position 1
- Position description received by HR from Marketing and Sales Manager on 12 March 2015
- Advertisement developed and placed by HR on 15 March 2015 with a closing date of 24 March 2015.
- Applications forwarded to Construction Manager on 27 March 2015
- Shortlisted applications received by HR on 7 April 2015
- Successful and unsuccessful candidates contacted on 8 April 2015.
Feedback received from Construction Manager that shortlisting delayed because of Easter.
Carpenter position 2
- Position description received by HR from Marketing and Sales Manager on 4 May 2015.
- Advertisement developed and placed by HR on 6 May 2015 with a closing date of 15 May 2015.
- Applications forwarded to Construction Manager on 17 May 2015.
- Shortlisted applications received by HR on 26 May 2015.
- Successful and unsuccessful candidates contacted on 27 May 2015.
Following your analysis, you are required to develop a memo to send to the managers that have not achieved their targets. Each of the memos you send should restate the target in the service level agreement and clearly explain which targets have not been met and the variances between actual performance and required performance. You should also explain your intended actions to ensure targets are met and seek feedback as to the Manager’s experience of the achievability of the targets and whether there needs to be any role adjustment.
Your assessor will advise the date for submission of this assessment task. Your memo must be written in clear and concise English and address all of the above.
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