1. 2 ND EDITION ROD JONES Copyright © Pearson Australia (a division of Pearson Australia Group Pty Ltd) 2010 PowerPoint presentation to accompany

2. 2 ND EDITION ROD JONES Copyright © Pearson Australia (a division of Pearson Australia Group Pty Ltd) 2010 Chapter 2: Managing the delivery of HR services 2

3. 2 ND EDITION ROD JONES Copyright © Pearson Australia (a division of Pearson Australia Group Pty Ltd) 2010 HR service level agreements Increasingly, HR practitioners need to: understand the principles and practices of SLAs be able to define service categories and products apply meaningful service quality measurements understand options for format and structure of an SLA know what an SLA should address be able to draft an effective SLA Chapter 2 3

4. 2 ND EDITION ROD JONES Copyright © Pearson Australia (a division of Pearson Australia Group Pty Ltd) 2010 Service level agreements: advantages Advantages increased client awareness of HR support needs and their associated costs enhanced HR support staff awareness of the needs of their clients joint participation in the negotiation process better management of services and client expectations improved budgeting for clients and HR team Chapter 2 4

5. 2 ND EDITION ROD JONES Copyright © Pearson Australia (a division of Pearson Australia Group Pty Ltd) 2010 improved communications between HR team and clients increased HR team motivation from definition of SLA objectives a clearly defined process for obtaining HR support services Service level agreements: advantages (continued) Chapter 2 5

6. 2 ND EDITION ROD JONES Copyright © Pearson Australia (a division of Pearson Australia Group Pty Ltd) 2010 Service level agreements: disadvantages Disadvantages clients who do not commit to or adhere to the guidelines set out in the SLA inadequate monitoring of the performance of the SLA and changing needs of clients time required to develop, implement, monitor and report on SLAs requires monitoring of all HR team member duties Chapter 2 6

7. 2 ND EDITION ROD JONES Copyright © Pearson Australia (a division of Pearson Australia Group Pty Ltd) 2010 Service level agreements: disadvantages (continued) costs of an SLA can overwhelm client expectations role of all HR team members requires higher- level communication skills unrealistic objectives that cannot be achieved limited flexibility Chapter 2 7

8. 2 ND EDITION ROD JONES Copyright © Pearson Australia (a division of Pearson Australia Group Pty Ltd) 2010 SLA : negotiation guidelines 1.Include as many clients and HR team members as possible 2.Allow every issue to be addressed but avoid confrontation 3.Set parameters for HR service provision but maintain flexibility 4.Explain and detail: the objectives of the SLA the scope of available HR support service options the support requirements of the client Chapter 2 8

9. 2 ND EDITION ROD JONES Copyright © Pearson Australia (a division of Pearson Australia Group Pty Ltd) 2010 limitations of HR support services and the SLA where applicable, costs and charges in the SLA how feedback on performance is to be collected and how the SLA is to be monitored and evaluated what reports on service delivery are to be provided to clients 5.Sell the benefits of SLAs and the consultation and negotiation process to both clients and the HR service provider SLA: negotiation guidelines (continued) Chapter 2 9

10. 2 ND EDITION ROD JONES Copyright © Pearson Australia (a division of Pearson Australia Group Pty Ltd) 2010 SLA: Issues to address An SLA should address the following issues in a clear and succinct manner: What are the client’s expectations? What will the HR team (or other service provider) deliver? How frequently will services be provided? To what standards will services be provided? Where applicable, at what price will services be provided? Chapter 2 10

11. 2 ND EDITION ROD JONES Copyright © Pearson Australia (a division of Pearson Australia Group Pty Ltd) 2010 SLA: Issues to address (continued) What are the client’s responsibilities and obligations? What happens if the client does not meet their responsibilities/obligations? What happens if both provider and client fail to meet their obligations? Chapter 2 11

12. 2 ND EDITION ROD JONES Copyright © Pearson Australia (a division of Pearson Australia Group Pty Ltd) 2010 Documenting an SLA Steps in documenting an SLA: 1.Scope the agreement. 2.Gather details for a formal SLA proposal. 3.Confirm the capability of the HR team to meet obligations in the SLA. 4.Detail the agreement. 5.Negotiate with the client using the draft SLA as a starting point only. 6.Finalise the agreement. Chapter 2 12

13. 2 ND EDITION ROD JONES Copyright © Pearson Australia (a division of Pearson Australia Group Pty Ltd) 2010 Monitoring performance of service provider In order to monitor the performance of the service provider, there must be agreement at the outset as to the implementation of: a regular reporting process an exception reporting mechanism regular consultation with the service provider Chapter 2 13