CIPD Notes
Assessment 2 – Activity 2
A report on how an HR practitioner should ensure the services they provide are timely and effective.
Terms of Reference
To investigate how an HR practitioner within East Surrey College (ESC) should ensure that they deliver timely and effective HR services to meet user’s needs. The report was requested by Charles Sleet, HR Director, on 11/11/2013 to be presented on 14/01/2014.
Procedure
1. Understanding different customer needs in HR.
2. Communicating effectively in HR.
3. Building and maintaining effective service in HR.
1. Two HR colleagues were interviewed in order to determine who the 3 main customers of the HR department were. Furthermore, requests and enquiries that came through to HR were recorded via the same HR colleagues to identify the main needs of the customers during a period of three weeks from 13th November to 4th December. The way in which these needs are prioritised was recorded.
2. A questionnaire was issued to 20 members of staff to discover the most effective communication method. Staff members were chosen through random sampling.
3. An interview was held with the HR Business Partner to gain insight into the main areas of effective service delivery and how it is constructed.
Findings
1. Understanding Customers needs
After interviews with the two HR Practitioners, the three main customers of the HR Department were identified as follows:
Type of customer
Key needs
Candidates for interview
Gaining information on the outcome of their interview
A swift pre-employment check process, ensuring a quick start into a new job
Heads of Department (HoD)
Absence levels of employees
Monitoring online training completion
Employees
Requesting a copy of their own CPD log – these are updated and kept on HR records
Enquiring about upcoming training events
The HR practitioners highlighted that the needs of different customers may conflict. An example could be a HoD enquiring about
A report on how an HR practitioner should ensure the services they provide are timely and effective.
Terms of Reference
To investigate how an HR practitioner within East Surrey College (ESC) should ensure that they deliver timely and effective HR services to meet user’s needs. The report was requested by Charles Sleet, HR Director, on 11/11/2013 to be presented on 14/01/2014.
Procedure
1. Understanding different customer needs in HR.
2. Communicating effectively in HR.
3. Building and maintaining effective service in HR.
1. Two HR colleagues were interviewed in order to determine who the 3 main customers of the HR department were. Furthermore, requests and enquiries that came through to HR were recorded via the same HR colleagues to identify the main needs of the customers during a period of three weeks from 13th November to 4th December. The way in which these needs are prioritised was recorded.
2. A questionnaire was issued to 20 members of staff to discover the most effective communication method. Staff members were chosen through random sampling.
3. An interview was held with the HR Business Partner to gain insight into the main areas of effective service delivery and how it is constructed.
Findings
1. Understanding Customers needs
After interviews with the two HR Practitioners, the three main customers of the HR Department were identified as follows:
Type of customer
Key needs
Candidates for interview
Gaining information on the outcome of their interview
A swift pre-employment check process, ensuring a quick start into a new job
Heads of Department (HoD)
Absence levels of employees
Monitoring online training completion
Employees
Requesting a copy of their own CPD log – these are updated and kept on HR records
Enquiring about upcoming training events
The HR practitioners highlighted that the needs of different customers may conflict. An example could be a HoD enquiring about