Managing Human Resource Consultancy - Assignment Example

Managing Human Resource Consultancy Name: Roll No: Subject: Teacher: October 31, 2007 University: Selection of Hr Service/Process within Organization To fill the jobs, lets say at the entry level, there is an availability of college graduates. Their specialization may be in different fields. Some of the employers seek for the graduates who possess a background in business or have a technical experience at their hand. It is the requirement for a technical kind of job that the person needed should be having relevant experience in their field. This is the case for the advance level jobs. The employers tend to create competition in order to have an excess supply of college graduate and the workers having handful experience at their hand. The managers for employment with the support from placement managers are required to be useful in the hiring process. The people required to recruit are supposed to be in contact with the society and also involved in traveling in the quest of search of the applicants for jobs. They are required to provide guidelines and set up the procedures and processes for recruitment. The process requires the analysts to be involved in the research activities, particularly in the case of larger firms. The analyst is concerned to classify the systems and research about the measures required in the related study. To form an effective system in payrolls, which is primarily the job of a person named as compensation manger? His setting up the system of pays is also an integral part of the hiring process. It is often the compensation manager who are required to control and mange the evaluation performance of firm. Next comes the role of the benefit manager who looks after the programs meant for providing benefits for the employees. Main activities of benefit manager comprise the plans of health insurance and not to maintain, implement and supervise the pension plans. In addition there are some firs who also offer accidental insurance and life insurance for the employees. These activities are also included in the HR process of a firm. The HR process then includes the services of welfare manager. The are basically required to ensure and maintain different programs of safety and health, fitness and medical treatment. The necessary counseling should also be added in the process of HR. There are training managers who specialize in organizing the training programs for the employees. The management of the day is increasingly recognizing the gravity of training which could result in the enhancement of skills and also proves as a motivational tool for the employees. The enhancement of the abilities and capabilities of the employees have become a necessary element for the better results and productivity in the employees and thus training and development are the tools which can achieve such goals. Training and development also helps an organization to be compatible to the dynamic of technological innovations and the environmental improvements. Proper skills are to be inducted in this regard and this could only be achieved through training and development of the employees. The managers of the training can use the classrooms inside the organization or outside. They are required to provide the material required for training and to use all the skills for keeping the class involvement high. Thus the process explained above and the inclusion of different person in an organization are involved in the HR process which can support for getting inducted the right persons for right jobs and enhancing their skills over time through different training and development programs. Part A- Plan and Develop Service Level Agreement Step-1- Gaining Credibility with the Client In order to gain the credibility of the customer and cater to the needs of a customer and provide service in an efficient and effective manner, it is essential that tools required in the process are used in an appropriate manner. The capability of an organization for the delivery of services, standards of which, are already set and pre-defined is becoming more and more competitive now-a-days. This is not just the only factor, required to deliver and achieve the desire service level, the confidence level in the systems, which are required for performance should be maintained. It is the key to success and the reason as to why an effective system Service Level Management is to be implemented. Trust is the key word which is required to gain the credibility in the activities of a firm. A credible firm is more successful than the firm on which the trust of the customer is not built. A management should be able, as discussed above, to perform according to the pre-defined levels and standards. (A. Artikis, 2003) they should be able to understand the importance of successful gaining of credibility of the client. Performance can be described in few words as setting up of a step to form the basis of realities on both sides of the agreement. In this regard the Service Level Agreement should be drafted and understood in a most appropriate manner. The Service Level Agreement (SLA) is the main tool which supports both parties to communicate the different level of expectations on both sides. This communication process supports to construct a level of confidence and ultimately a high degree of trust on both sides Step-2- Analysis of Problem and Identified Needs: There are different levels of complexities which are involved in obtaining the trust of customer. These complexities should be analyzed and addressed to. It will enable a firm to achieve the identification of needs and to tailor its activities according to the needs. There happens when the service provide is promising something else and delivering some thing else. This will reduce the level of tolerance of customer and ultimately the trust of the customer will be shattered. The firm will not be a credible one. It is so that the provider should adopt the strategies which are helpful in delivering the promises made. Further analysis of the problem leads us to decide that who will be measuring the delivery and how it will be done. The service provider should also understand the threshold of services; that is obtaining the answer to the question that if the service provider fails in the delivery of service what will happen? The first and foremost thing that comes to mind is the creation of mistrust in the firm. Thus the firm striving for obtaining the credibility will not be able to achieve the desired goals. The role of technology in delivering the service cannot be over looked. The business managers together with the technology manager with all possible coordinate when they are defining the needs of customer and addressing to those needs. The promises which are made in SLA can be met more effectively when there is a best use of technology.(R. Boreham, 2002) The technology will be able to provide all supports to analyze the problems in a clear way and the identification of the needs of customer. It will provide help in defining the boundaries of the promise made at the initial stage. The best method is to ensure the coordination of business and technology managers. Step-3- Formulize Service Agreement Assessment After studying step one of gaining credibility, we moved towards the second step. In the second step we analyzed the problem, critically and identified the needs. We now, have reached the third step of formulating the action plan and present a Service Level Agreement which will help us to understand in a better manner for the issues which have been raised during the first two steps. Service Level Template The time has come to explain and discuss the details which are found in a Service Level Agreement (SLA). To understand SLA in an appropriate manner, we provide below a sample of an SLA. As explained above an SLA is made between a service provider and a customer who is in need to acquire it. (R. Kowalski, 1986) This sample or documents also make sure that the basic fundamentals are present and promises are fulfilled, which can help providing the continuous qualitative support of service and its delivery to the organization that needs it and has entered into SLA. Service to Be Provided 9795A Manage Human Resource services is your partner to ensure the best possible delivery of service by providing the human capital and designing the different kinds of recruitment programs in order to congregate the dynamics of business challenges and the goals set by an organization. 9795A Mange Human Resource services are responsible to supply the leadership, administration, supervision and delivery of globally recognized hiring efforts for the organization. It is also responsible for the designing the strategies and their implementations. The scope of the services provided is covered through the support of this agreement in a complete cycle of systems relating to recruiting for all the locations in U.S, U.K and Australia. Parties to be involved This document is an agreement between 995A Manage human Resource services and all locations in U.S for the functions of human resources purposes for providing two of the Center of excellence, Hiring and training. Rights and Responsibilities of Each Party to the Agreement Rights and Responsibilities of Customer To provide support for the evaluation of the capacity required of a business Formation of a talent gaining strategy. To manage all kinds of requisitions To search the most suitable candidates. Arrange interviews Extending of offers and involvement in the negotiations of terms and conditions Rights and Responsibilities of 9795A Manage Human Resources services Compliance of the hiring procedures. Identification and determination of needs for staffing Provide quick response to candidates Adopt measures to ensure the availability to a quick interview Extending offers to the candidates who have been selected Involvement in the negotiation terms Processes to be used To plan and identify the sources To source the eligible candidates Planning and arrangement of interview Post interview being part of offer process Trail the applicant Involve in the managing of relevant record Current status/problems need to improve The current status is the identification of the suitable candidates and adopts such strategies that are compatible with the needs of individual. Such strategies will help in aligning the accessibility of talent for the search of new career opportunities Options Developed with the Client It should be clearly understood the requirements and expectations, the customer has the necessary processes are designed. 9795A Manage Human Resources will be required to keep the options open and if the staff leaves during the specified period, a replacement is to be supplied at no cost except the costs of travel and expenses of the candidate. As discussed above, the customers should be updated of the developments in project so if a change is inevitable then the same could be made before it is too late. If any requirements are felt, at the later stage that could not be met then a set of alternatives should be developed and inducted in the agreement. Reasons for Agreeing on Service/Processes in Agreement-Choice of service The reasons for agreeing in services are to supply a set of capable candidates to the customer and in doing so create a process that can help in setting up of expectations of the clients so the needs are fully identified and catered to. The measurements which need to be established are mentioned in this section. The maintenance detail, their definition and the performance targets are to be mentioned separately and specifically. The reason for agreement of service is to supply a full fledge, built-in solution to obtain the quality in business. It comprises the apparatus for the management, coordination and standardized performance. Business Criticality of the Service/Process The critical aspect of the service by 9795A Manage Human Resource services is to fully define all the required stages of hiring process and all categories which are related to these stages and can be termed as sub-processes. Some of them are; initial screening and selection procedure to be adopted for short listing of candidates for interview. This critical aspect of the service is aim to deliver both internally and externally hiring. Impact of the Service on Business Working closely and in coordination of the service 9795A with the customers can provide a positive impact on the improvement of service standards and its requirement. The areas of concentration which can enhance such impact are the sharing of information and knowledge and the developing leadership. The customization of the overall performance can provide about the level of change that has occurred by selecting a particular service. Through different monitoring tools it can be ascertained the impact of service on the business activities of the customer. By keeping a close eye on the activities being performed in business the changes occurred will depict the impact of the usage of service. Research Undertaken to Gain Stakeholder Agreement to the SLA It has been learnt through research that there is to be a concept of ‘pre-understandings.’ They refer to the cognition, impending experiences that the researchers have while conducting a research. Based on these pre-understanding the researchers have confirmed the importance of SLAs and their development in order to better understand the needs of customers and then meeting them It is the satisfaction derived through trust which helps gain confidence to obtain the agreement of stakeholders to service level agreement. The necessary tools are to adopted for achieving this aspect. Research is one of the main tool which can help gain the agreement of stake holder to the SLA. To undertake the research a questionnaire was developed and a sample was selected. The research methodology was developed and data collection method was adopted to obtain information. The sources of data were checked and evaluated and their authenticity was confirmed. Then the hypotheses were obtained and accordingly the results and finding were achieved. Performance Standards Agreed Performance Standards and the Corrective Actions The system to be provided by the consulting agency is to build up the leadership in an effective manner by the transformation of knowledge and through usage of standardized set of tools in the performance of service. For an effective service level agreement the performance standards are set according to the expectation level of the customer. We need to understand, what are the different performance standards which are agreed by both the service provider and the customer. Both customer should understand and agree what is the promise that is being provided by the service provider. To achieve the level of performance standards, the service provider is to ensure the processes adopted are definite and conclusive in the delivery of performance. If there are any changes required or there are some variations in the desired service and the delivered service, the nature of corrective measures should be adopted effectively and promptly. How Performance will be reported The service provider will provide the information to the customer the nature of reports, numbers of reports, what will be the interval of such reports and who will be receiving such reports. The persons responsible for this report are also to be mentioned. These reporting procedures will enable the customer to judge the performance level. Part B- Service Delivery & Critical Evaluation of the Service Step-4-Implementation of Service Agreement How to Implement the Service There are many aspects in a Service Management but one of the main aspects is Service Level Agreement. The requirements in SLA has recently transformed from a financial agreement into an instrumental tool used by the management to meet the expectation of customer. To manage the expectations of customer, it is pertinent to define and understand the services required, the detail of service levels mentioned in agreement and the aim of service progression. SLAs are supposed to be termed as the formal contracts in writing where two parties normally end-users and the service providers. The specifications in SLA guides to adopt stepwise approach. Importance is laid on the recognition of the sources available, the resources which are currently in use and the levels of service which are existing at that particular frame of time Changes in the Role of Key Stake Holders The organizations in order to succeed in meeting the requirements of customers are to be more competitive towards changing situations of market. Almost over the last decade the basic processes of many firms have strongly came to believe that the incorporation of tools such as SLA so they could achieve the desired goals. So if there is any change regarding any role to be played by the stake holders, the change should be identified and addressed promptly and effectively. This could sustain the level of trust between both parties. When there is a level of trust is achieved by both parties involved then the required service standards will be met and there will be no or minimal level of gap between the desired service and the expected service. This achievement is possible mainly, due to an effective agreement described as SLA. This agreement in-fact identifies the limitation on both sides, the related terms and conditions, the basis of non-performance and the penalties for it. It also sets out the exceptions involved. Thus a level is achieved where the trust is maintained on both sides and the credibility is expand and gained. Monitoring of Performance of Service against Standards and the Process Involved The connection between the parties involved is maintained in an effective manner when the requirements of customers for infrastructure are assessed properly. The SLA helps both parties to construct and form the capabilities of linking the levels of costs involved in service and ultimately the setting up of a profitable price for both sides. Thus the credibility factor is maintained on both sides. If there is a wise spending on the requirements which are pre-defined than the effective cost cutting and its management will be accomplished Certain processes are to be inducted and various check level are created to monitor whether there is any variance in the performance as against the standards set for the service. This monitoring will help in gaining the credibility with the client is to create different segments in service. Different pricing for the different levels will provide more profits to the customer and the supplier. The supplier of the service will be able to expand its market and ultimately widens the market share. The customization of services can be achieved in this manner and it will help the customer to pay only what he needs. Effective monitoring of performance will help achieve the desired level of service and it should be noted that monitoring is not a one time job and a continuous process. The parties should be able to measure the indicators of key indicators and support the activities in providing the continuous improvement in quality process. The credibility of the customer can achieved when the performance level is increased in order to remain competitive. Here the role of SLA is of vital importance, as linking the solution to problems process to and SLA, the performance of service provides opportunity to improve the overall quality of service and thus level of satisfaction of customer is achieved. Handling of Un-Anticipated Performance and Their Handling To deliver what is promised is difficult yet important. The problem is to be understood clearly and resolved swiftly. A communication in an effective manner should be implemented and thus providing the solutions to the problems is one of the major issues. The challenges which are involved in providing new and different but distinctive service are another issue and it should be analyzed minutely. The connection between providing of service and SLA is in fact a creation of direct relationship and therefore an SLA provides an infrastructure to deliver the promise. There are different levels of expectations in customer. Some of the customer needs high level of accessibility and they are ready to pay more than what is required. To meet the diversification in the expectancy level of customers necessitates the creation of different SLAs and the linked costs are strategy, widely used. Although perfection is the desired level, yet to achieve one hundred percent perfection is not possible. What service providers should strive is to achieve the highest possible levels of standards in service. Yet if there are any issues in implementation that are not expected then a positive approach is to be provided. The service provider and the customer should, however, maintain a bottom line for such unexpected problems. Identify and list Performance Variance. The SLA in its real sense is a very sophisticated contract. The activities being performed under the SLA are to be monitored on regular basis, say on a monthly basis. The resources allocated should also be studied on the same pattern. Any variances in the plan are to immediately notified, discussed and corrective measures to be adopted to avoid the variance. The list of performance can contain the delay, coordination, operational, reporting not as per prescribed method, the undue interval in reporting, variance in delivery of service, implementation not as per expectation and specifications not met etc. Step-5 Identify Impact-Extended, Recycle or Terminate Service Agreement Non-Achievement of Service Level i.e if Service Level Is Not Met As already discussed that all the parties should perform their role adequately in the service level agreement which will help keeping the trust. But of course, the bottom line is to be watched. It could happen that the variance level in the standard performance and the delivered service may rise up to a level which exceeds the expectations of customer so there are remedies available, the foremost being the termination clause. This clause should be inducted in the SLA. There are normally two types of termination. One is called ‘effect of termination, which means that when the SLA has expired, customer right to enjoy the benefits of the SLA ceases. The other type is called the ‘termination for cause, which can be explained as: any party is free to terminate the SLA by serving the termination notice due to breach of any term by the other party, if that particular breach is not taken care with in the required period, normally thirty day from the date of receipt of notice, the termination will be activated. Client Surveys and Quantitative Measures to Assess the Satisfaction Level Compromise has to be made by the parties involved in the SLA specification. An SLA can and is not to be considered as a formal agreement between the financial and lawful councils from one side which is customer and the other side known as the service provider. The agreement covers both sides and try to avoid any future conflict; between the providers of promises and expectations of customers. As discussed in the sample of SLA, the expectation management is to be mentioned in the agreement. It is pertinent to mention that expectations are not steady and they change with the passage of time. But the satisfaction element has to be maintained at all times. To maintain the element of satisfaction there are different tools available. The survey of clients could be arranged through telephones, postal services or direct interviews. A third party with expertise in surveys could also be requested to conduct the survey for assessment of client satisfaction. Analysis of the feed back from survey In order to implement SLA, the surveys, as discussed above are to be conducted. The feed back received from these surveys is to be analyzed and studied. The results and findings are to be studied and the recommendations are to be implemented. This should avoid any confusion and ambiguity and the achievement of satisfaction of clients. This factor has been emphasized time and again in the above-mentioned arguments. The confusion between the service provider and the client should be clear about each other in all aspects. If there is a lack of credibility, it is due to the fact that the needs of customers are not identified properly and the intention was to build the relationship on ad-hoc basis. Assessment in Need for Change in Service Delivery An effective SLA is necessary for the reasons that it creates the limitations in each service and to meet the expectations of customers. (B.S. Firozabadi, 2001) the promises which are made in a transparent manner minimize the factor of disappointment of a customer. Another benefit of these promises is that the center of activities remains customers. Their requirements are understood in a better way and all the linked processes moved in the accurate direction. The SLA helps to build and understand the key indicators of performance. Once these indicators are established then it becomes much easier to build understanding about the factors related to quality.(M. Shanahan, 1997) This will also helps us to achieve customer satisfaction in more effective manner. An SLA also help guide the internal process through laying the foundations of identification and performing the service effectively. Clear and standardized performance boundaries are agreed upon, at the initial level. If there is a condition of penalties in SLA than it would prove too much expensive in case the SLA is not performed.(A.D.h, Farrell, 2003) The service provider and a party to SLA speak of the capability in achieving the performance standards which are set in it. It results ultimately in a more strengthen relationship between the parties to SLA and they becomes more positive towards each other. The measurement of an SLA is critical and crucial for the parties concerned as it creates a healthy infrastructure. The key of success for every service provider is the capability to fulfil the promise. It is necessary to understand the term ‘performance’. It is in-fact a capability to keep the promise and meet the expectations of customers, rather exceed the expectations of customers in order to delight them Enhancement Strategies Suggested The service provider should work as a team to obtain input and by coordinating the activities and communicating with each others effectively they can achieve the desired goals. The impact of SAL could be heightened when the service providers strives to keep their promises and build the credibility. Trust is to be developed through moving in right directions in the terms mentioned in SAL. It is a difficult job to provide the meaningful and result oriented services which are in accordance with the requirements of SALs. The impact is to be created in terms of resources whether these resources are personnel, time or finance. The SAL offers such opportunities which could maximize the efficiency in the affairs of the service providers. The levels of services which are agreed upon by the parties concerned are permitted by the quality in service. SALs are necessary and importance for monitoring the performance of the firm and if there are any variances then they should be removed. This monitoring of performance closely will allow the service provider to fulfil its commitment towards the promises they had made in the SAL contract and will ultimately build the credibility of the firm. To begin is the setting up of expectations which are realistic in nature. The setting of this expectation is binding on the two sides. SLA helps communicate with each other and build the credibility between the parties involved in SLA. As discussed above SLA sets limitations, states terms and conditions, provide details about penalties in case of non-performance and meet the expectations. It also helps in setting up a profitable price, agreeable by both parties. SLA helps in understanding the Key Performance Indicators. How these indicators will be applied in a systematic way. (M. Salle, 2003) the agreements are to be set in a most simple manner so the factor of ambiguity is eliminated and there is no chance of any dispute. Another characteristic of the SLA is that it is measurable, which helps improving the capabilities of performance of agreement by both parties. All in all SLA, which is clear, practical and straightforward will help in achieving the goals, avoidance of penalties and ultimately build the trust and credibility among the concerned parties.(A.S. Abrahamas,2002) The factor of being quantifiable and measurable improves the capabilities of the parties in performance. Keeping of promise, as discussed above in detail is the key element and focus. REFERENCES: A. Artikis. Executable Specification of Open Norm-governed Computational Systems. PhD thesis, Imperial College, London, U.K. 2003 A.D.h. Farrell. Logic-based formalisms for the representation of Service Level Agreement for utility Computing. Master’s thesis, Imperial College, London U.K. 2003 A.S. Abrahams. Developing and Executing Electronic Commerce Applications with Occurrences. PhD thesis Cambridge University, 2002 B.S Firozabadi. Using Authority Certificates to Create Management Structures. 9th International Workshop, April 2001 J.J. Lee. Integrating Service Level Agreements: Optimizing your OSS for SLA Delivery. Wiley, New York, 2002 M.Salle. Management by Contract. HP Labs Technical Report: HPL 2003, pp.186 M. Shanahan. Solving the Frame Problem: A Mathematical Investigation of the Common Sense Law of Inertia, MIT Press, 1997 O. Marjanovic. Towards Formal Modelling of e-Contracts. Seattle, USA, September, 2001 R. Boreham. Contract Monitoring HP Labs Technical Report; HPL-2002 p. 265 R. Kowalski. A Logic-Based Calculus of Events. New Generation Computing, 1986, pp. 4;67-95, Read More