Question

You are a senior HR manager employed by a telecommunications company with 250 employees. You have been asked to develop, negotiate and document a service agreement between the human resources department (to be known in the agreement as Human Resources Central) and a new department which has been established to develop a new social networking product (to be known in the agreement as Project Flitter). In your discussions with interested parties, you determine that the agreement should include:

1) Delivery of HR client services including: preparation of job and position descriptions advising on job classification levels managing workplace changes managing equal opportunities website managing induction processes managing training programs (approx. 30 per year delivered by specialised trainers) managing promotions administering the performance management system processing travel claims processing wage/ salary payments administration of leave entitlements administration of workers’ compensation processes

2) Delivery of recruitment services including: preparation of recruitment advertisements (approx. 300 per year) checking and paying accounts from recruitment agencies receiving, recording and short-listing applications handling applicants’ queries convening selection committees ensuring selection committees comply with policies and legal obligations arranging interviews checking references and obtaining referee reports making selections in consultation with selection committees obtaining approval for appointments preparing offers liaising with successful and unsuccessful candidates obtaining visas for non–Australian appointees

3) Delivery of strategic planning services including: planning for new broad banding of positions reviewing reporting lines undertaking a review of approximately 40 current HR policies Prepare the service agreement, making sure you include appropriate performance standards and time frames for delivery of the services. Where necessary, provide further details about the services which are to be delivered. (1–2 pages) It might help to review examples of other service agreements. There are many examples on the internet.

helpful hint ( It must include details of the quality of the services to be delivered. These should be quantifiable and easily measured. Time frames might be weekly, fortnightly or monthly etc, or might be dependent on the timing of the service to be delivered. For example, it might be appropriate to specify that applicants’ queries are to be responded to within 48 hours. It should be clear that Human Resources Central is to deliver the services. Project Flitter will receive them. The agreement should allow the parties to sign. )

Answer 1

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