Complete this assignment

Candidates Name :	1. 2. 3. 4. 5. 6. 7.
Assessment Date:
Location of Assessment:
Assessor's Name:
Verifier's Name:

This instrument to be used by the assessor who is assessing the trainee assessor to determine the level of competency (of the trainee assessor) in planning, conducting and reviewing the assessment.

Instruction:

1. Use the rating of 1-5 as shown in the scale below to determine the level of competency for each criterion.

2. On completion, calculate the final score from the ratings given.

3. Candidates should achieve a minimum rating of 3 to be deemed competent.

Tasks F - Pairs

CLUSTER 6 - Manage Customer Service in a Human Resource Environment

1. BSBFLM0034B - Implement effective workplace relationships
2. BSBBAD1114B - Manage quality customer service
3. BSBHRM0013A - Promote equality of opportunity and fair practices
4. PSSADM0144B - Exercise delegations
5. BSBBAD0523B - Process human resource documents and inquiries

The University of Eastern Jamaica (UEJ) has been receiving many complaints about the level of service provided by the HRM department. This has resulted in a name change to People Services Department. The Chief People Services Officer has indicated that to provide better service there needs to be a change in service delivery to ensure that the internal customers and external customers are professionally related. The Chief People Service Officer has tasked you and your team member to complete the following tasks to better prepare the department to respond to both internal and external customers:

1. Develop a TWO (2) page customer service charter for employees of the University of Eastern Jamaica (EUJ). The charter should include the commitment to provide quality service to all internal and external customers of the HRM department.
2. Develop a procedure for handling queries from both internal and external customers. You should develop the following forms for the following services -

Employee status letter request,

Employee Change of Address Form, and

Employee Concern Form (used by an employee to lodge any complaint or ask the question of the HRM team).

1. The University is desirous of becoming known as an equal opportunity employer. The university has been known to employ people who have attended prominent high schools. Write a Memorandum to the Chief People Services Officer outlining FIVE (5) reasons diversity and equality are important in the workplace. You should ensure that you propose a solution to the equality issues in the workplace.
2. The HRM team is known to be problematic as it relates to teamwork. One of the issues is that the HRM Managers are extremely competitive and as hoping to replace the Chief People Services Officer who should be retiring in another year. Outline any THREE (3) techniques to improve team effectiveness. You should provide the advantages and disadvantages of each strategy and provide a justification as to how this can solve the issues raised.
3. With the aid of an example explain how the UEJ can use the Eisenhower Matrix to assist the Chief People Services Officer to delegate responsibilities.