BSBHRM 501
Managing Resources
Rabi Katwal
02132433
Assessment 2
Amended Service Level Agreement (SLA)
General information
Purpose
The purpose of this Service Level Agreement is to describe the key services JKL
provide and the quality standards we have agreed with our service users in terms of
service delivery.
This Agreement sets out:
the services we provide to the all employeesat JKL
the overall standard which HR aim to achieve in the provision of our services
a mechanism for resolving any problems relating to the delivery of the service
Vision
JKL is committed to develop and manage effective and efficient human resource team
toward achieving its organizational goals and objectives. SLA values are:
● Performance excellence
● Diversity
● Sustainability.
● Personal and professional development
Service performance
Mission
SLA of JKL ensures proper understanding of human resources responsibilities towards
the smoother operation of the business.
Scope
The scope of SLA is to provide better opportunities to its employees. It defines the
responsibilities of each employee so that they can stand to the expectations of the
organization. This SLA applies to all employees of JKL at all level ensuring proper
understanding of their duties and responsibilities toward the organization.
Hours of operations
JKL operates Monday to Friday from 9 am to 5 pm. JKL will be operational year round
except federal and state holidays (as they apply to each branch).
Performance expectations
Service expectations
Service Process/Area Expectation Performance metric Performance
monitoring schedule
Advise, guidance The staff are Improvement in Feedback from the
and information expected to customer users (informal,
service request Advice, satisfaction, through service or
guidance and improving business audit)
information on result.
technology
E-mail service Service Service Formal evaluation
providers are availability report.
expected to
provide the
ability to send
and receive
written
messages, send
documents and
organize
appointments.
File service Service Security of Interview with
providers are privacy service managers if they are
expected to affected by service
provide central performance
file storage for
private and
shared files
People development 60% successfully % of rental staff Monthly performance
trained trained in sales evaluation report
4% enrolled in % of managers
further training enrolled in further
training
Customer Value Maintain 15% Market share monthly Market share
market share in % agree that HR and customer value
sales helps analysis
Managers agree
that HR helps
Process 100% job completion % of completion Weekly statistical job
process evaluation
Working assumptions
The SLA is subjected to-
Focus on building quality into the process.
Focus on preventing problems
Monitor constantly
They may be contacted anytime of the day on every stage of the process.
Service constraints
JKL is committed to provide services on time as stated but this will not cover in case of
uncontrollable factors such as natural disasters, power outage, government overruling
and external economic factors that might affect the services provided by JKL.
Service level agreement maintenance
This agreement will be reviewed annually as part of the annual planning process and
any changes will be agreed with service users. Changes made to this agreement will
be signed off by all parties semi-annually.
Terms of agreement
1 Jan 2019 to 31 Dec 2019
Periodic quality reviews
It has been recommended that the KRA and KPI set for the company needs to be
reviewed regularly to ensure that customers are receiving the best possible outcome.
Issue resolution
In case of resolving issues JKL dispute and grievance policy will apply to all employees.
It is expected that both parties will work constructively in the spirit of agreement and goodwill in
the provision of funding and the delivery of their services. If one party believes the SLA is not
being followed properly they will first initiate discussions with the other party to resolve
concerns. But if both the parties are not satisfied with the outcome, a meeting will be held
between the HR team and the service provider for them to come to a solution.
These two managers must involve to solve the issue
Service centre management / office of the vice president.
To
Customer
Signatures to agreement
Provider
JKL Industries
Client/s
Employees at all level
Amended Action Plan
Activity Timeline Strategy/appli Resources Person Policy
cation of
policy (if
relevant)
Training on Monthly Prevent Checklist HR Manager WHS policy
handling and physical Feedbac
equipment injuries k form
Necessary
equipments
Information Monthly In group Projector HR Manager Grievance
session on meeting Paper policy
dispute pen
matter
Arranging Every 3 Improve Chars Operation Continuous
technical months technical skills Table Manager improvement
skill program Paper, policy
pen
Implement In 1 Creating Policy HR Manager Workplace
harassment month awareness document harassment
policy and
Antidiscrimin
ation Act
Train 2 weeks To avoid goals and HR Manager HR
personal on confusions on objective development
business business documen policy
needs needs t
checklists
Monitor weekly Ensure sales checklist Operation SLA
Sales managers feedback Manager agreement
manager following form
work recruitment
processcorrectly
