Human Resource Service Level Agreement - Case Study Example

Topic: HR Service Level Agreement Student Name: Course: Department: Institution: Tutor: Date due: Part A Organizational Chart Products and services Zappis Pizzeria sells both pizzas and pastas to corporate and leisure travellers clients. In many cases for the corporate clients the pizzas and pastas are delivered. On top of the delivery services, Zappis Pizzeria, offers catering services for the clients who prefer eating in the premises. The pizzas and pastas sold are of different types. Mission Statement The Zappis Pizzeria will provide residents, guests and corporate clients with quality and dependable retail and wholesale operations from which they may buy the following snacks; pizzas, and pastries and other drinks. It will provide its quality snacks in a comprehensive and cost competitive manner while providing our clients with the finest service available. To achieve these missions, the management of Zappis Pizzeria is aimed at engaging in corporate social responsibilities, adopting aggressive marketing plans, developing new skills and employing new talents that reflect new technologies and demand in the market. Strategic/business goals The organization will champion the following goals in its operations; Meet our clients expectations and exceeding them Track and direct the growth of the business, by establishing benchmarks for measuring success Delivering products and services of quality on time to the clients Entrenching the culture of structural and performance review in the organization to review progress and institute corrective actions. Building capacity to ensure that the staff offers quality services. HR Staffing Levels Peter’s Zappis pizzeria as an Owner, Mr Peter, a chef, kitchen hand, serving staff, cashier and a delivery driver. Each one of them undertakes the following responsibilities and duties; Owner He will be the overall supervisor of the restaurant, and will be advised by the manager on the day to day operations of the restaurant. He will also carry out employee performance evaluations, attendance and staff scheduling. He will avail capital for expansion and will look for new opportunities for the setting new branches. Manager The manager of the restaurant is in charge of the business's day to day operations, such as managing payroll for employees, understanding and managing profit loss statements of the restaurant, managing front of the house staff and coordinating all communications between the fronts of the house staff with back of the house staff. Phone order clerk The Phone order clerk will be taking Pizza and pasta orders over the telephone and recording the orders on tickets. He will ensure that the order is acted on promptly. He will also be distributing or calling out order tickets to the kitchen employees. He may also collect charge vouchers and cash for service and keep record of transactions. Cashier The Cashiers will be giving total bills, receiving money, making change, filling out charge forms, and giving receipts at restaurant. Kitchen Staff (3) Chef The chef will be responsible for planning the set menu items and any specials as well as provide the recipes in most cases. The chef will also address any complaints which affect his kitchen staff and resolve those issues as well as getting behind the burners and cooking the set pizzas and pastas. Cook He or she will be involved in cooking pizzas and pastas. Kitchen Hand The kitchen hand will assist the cook with the preparation and production of pizza and pastas. He will undertake counter sales. Assist with the ordering and storage of stock. Other duties will include the maintenance of a high standard of hygiene and cleanliness within the kitchen. Serving staff (5) The Serving staffs are responsible for ensuring the table is clean and set with clean utensils in the proper configuration, greeting the customer at their table in a timely fashion, ensuring the customers have drinks and time to decide on their order, taking that order accurately and conveying it to the kitchen. Delivery Drivers (4) They will ensure that all deliveries are made on time and in the correct place. Also checking that they are accurate in accordance to what has been asked for from the client. Part B HR Service Level Agreement Terms of the Agreement Global HR services shall exclusively provide HR services as requested by the client Peter’s Zappis pizzeria. From Friday, 22nd January, 2012 to Friday, 3 March, 2012. This agreement will be reviewed annually with effect from 2012/13 as part of the annual planning process and any changes will be agreed with Zappis pizzeria. Changes made to this agreement will be signed off by all parties annually. Services to be provided The HR team will work in eight (8) key services in support for Zappis Pizzeria Restaurant. Human resources will aim to provide a positive, forward thinking approach that promotes best practice on people issues. Information, advice and guidance Employee Relations Recruitment Contract Administration Policy Development Reward and Remuneration Equality and Diversity Introduction This Agreement is made on Friday, 20th December 2012 between Global HR Services and Zappis Pizzeria. The client is Peter’s Zappis pizzeria, which is a restaurant that serves pizza and pasta -eat- in or takes away. It is unlicensed to sell alcohol. The Owner/Manager is Mr. Tony Peter. This restaurant was started 10 years ago and is located in Melbourne. Scope The scope of this HR Service Agreement will cover Equal Opportunity – Creating a responsive organization. Employee testing – Interviewing and selection, types of tests and selection techniques. Induction and training – inducting employees training techniques and processes. Occupational Health & Safety Systems – Planning for OH&S Staff Incentive Programs – Motivating Employees HR Service Agreement Objectives The purpose of this Service Level Agreement is to describe the key services we will provide and the quality of standards we have agreed with Zappis pizzeria in terms of service delivery. This Agreement lays down the following; The various services we provide to Zappis pizzeria the overall standard which we aim to realize as we provide our services to Zappis pizzeria a mechanism for resolving any problems relating to the delivery of the service Mission Statement The Zappis Pizzeria will provide residents, guests and corporate clients with quality and dependable retail and wholesale operations from which they may buy the following snacks; pizzas, and pastries and other drinks. It will provide its quality snacks in a comprehensive and cost competitive manner while providing our clients with the finest service available. To achieve these missions, the management of Zappis Pizzeria is aimed at engaging in corporate social responsibilities, adopting aggressive marketing plans, developing new skills and employing new talents that reflect new technologies and demand in the market. Vision The organization will champion the following goals in its operations; Meet our clients expectations and exceeding them Track and direct the growth of the business, by establishing benchmarks for measuring success Delivering products and services of quality on time to the clients Entrenching the culture of structural and performance review in the organization to review progress and institute corrective actions. Building capacity to ensure that the staff offers quality services. Strategic Goals The predicated growth trend is very positive both in short and long-term projections. The management affirms that as modern living creates more demands, people will be compelled to eat more meals away from home. The restaurant management will start scouting for a second location and develop plans for the next unit. Our five year goal is to have 3 restaurants in the Melbourne CBD locations with a combined annual profit of between $400,000 and $600,000 per restaurant. Operational Goals Satisfying the needs of customers having an hygienic restaurant efficiency in delivering our services Core Values The core values of Peter’s Zappis Pizzeria restaurant are; Good Customer Service Being Clean Quality of food Fast Food Delivery Creating a friendly environment HR Gap Analysis The HR will identify the gap between the optimized allocation and integration of the inputs and the current level of allocation. This will provided a foundation for measuring investment of time, money and human resources required to achieve a particular outcome. A good example will be to turn the salary payment process from paper based to paperless with the use of a system. HR Staffing Levels and Responsibilities Peter’s Zappis pizzeria as an Owner, Mr Peter, a chef, kitchen hand, serving staff, cashier and a delivery driver. Each one of them undertakes the following responsibilities and duties; Owner He will be the overall supervisor of the restaurant, and will be advised by the manager on the day to day operations of the restaurant. He will also carry out employee performance evaluations, attendance and staff scheduling. He will avail capital for expansion and will look for new opportunities for the setting new branches. Manager The manager of the restaurant is in charge of the business's day to day operations, such as managing payroll for employees, understanding and managing profit loss statements of the restaurant, managing front of the house staff and coordinating all communications between the fronts of the house staff with back of the house staff. Phone order clerk The Phone order clerk will be taking Pizza and pasta orders over the telephone and recording the orders on tickets. He will ensure that the order is acted on promptly. He will also be distributing or calling out order tickets to the kitchen employees. He may also collect charge vouchers and cash for service and keep record of transactions. Cashier The Cashiers will be giving total bills, receiving money, making change, filling out charge forms, and giving receipts at restaurant. Kitchen Staff (3) Chef The chef will be responsible for planning the set menu items and any specials as well as provide the recipes in most cases. The chef will also address any complaints which affect his kitchen staff and resolve those issues as well as getting behind the burners and cooking the set pizzas and pastas. Cook He or she will be involved in cooking pizzas and pastas. Kitchen Hand The kitchen hand will assist the cook with the preparation and production of pizza and pastas. He will undertake counter sales. Assist with the ordering and storage of stock. Other duties will include the maintenance of a high standard of hygiene and cleanliness within the kitchen. Serving staff (5) The Serving staffs are responsible for ensuring the table is clean and set with clean utensils in the proper configuration, greeting the customer at their table in a timely fashion, ensuring the customers have drinks and time to decide on their order, taking that order accurately and conveying it to the kitchen. Delivery Drivers (4) They will ensure that all deliveries are made on time and in the correct place. Also checking that they are accurate in accordance to what has been asked for from the client. Recommendations Zappis pizzeria can enjoy the benefits of HR services through this agreement. Read More