HR service

Procedure
1. Using a HR service from Assessment Task 1, document a service agreement for the provision of those services.
2. Document a quality assurance program to monitor delivery of the service agreement
3. Develop a quality assurance audit tool.
4. The case study below details the findings from your quality audit. After consideration of these findings:
a. write a brief report 200–300 words
b. describe the actions you might take as a result of this quality assurance audit. Consider what interim, adaptive, corrective or contingency actions might be appropriate.
Specifications
You must submit:
? a service agreement
? a documented quality assurance program
? a quality assurance audit tool
? a written report in response to the case study.
Quality specifications:
? Service agreement should include:
? start and end date of the agreement
? scope of services provided
? how services are provided
? fees and payment terms for the services
? service level targets
? monitoring and reporting processes
? dispute resolution processes
? service specifications
? performance standards
? timeframes.
? Quality assurance program should:
? focus on building quality into the process
? focus on preventing problems
? monitor constantly
? occur during every stage of the process
? rely on everyone.
? Quality assurance audit tool:
? evaluates and measures the delivery of the critical areas of the service agreement by the service provider including:
– delivery and performance standards
– service specifications
– timeframes
– compliance.
? Written report in response to the case study that.
? identifies non-compliances from:
– service provider
– client groups
– human resources team.
? identifies appropriate:
– corrective actions
– interim actions
– adaptive actions
– contingency actions.

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