Human Resource Delivery

Page 1
develop a customer needs assessment form (Questionnaire)to be distributed to Line Managers to identify their needs in the five service areas. The areas of service are:
RECRUITMENT PROCEDURES
STAFF ADVERTISING
TRAINING AND DEVELOPMENT
HEALTH AND SAFETY AT WORK
PERFORMANCE MANAGEMENT
The form needs to gather information regarding how well current Human Resource services are meeting customers/staff needs and should measure current Human Resource allocation. NOTE this is not a training needs assessment its a customer (customer being the company) It is for the purpose of gathering information to develop a service level agreement. This is to be approx 1 page.

Page 2

SCENARIO.

The SLA has now been in effect for two months and a review and feedback has revealed the following high level satisfaction except for the delivery of Employee Assistance Program (EAP)which is delivered from an external provider. Main areas of complaint include
90% of employees dissatisfied with the level of ongoing support and follow up provided by EAP provider.
Over half of employees experienced delays up to a week for appointment books.
61% of employees highlighted that EAP staff could not answer their questions regarding the service.
4% were dissatisfied with the level of confidentiality.
25% were disappointed with overall quality
of counseling services provided and experience no change from their attendance.
75% Indicated they would not use again.

The SLA between the company and the EAP Provider is currently under review. Considering thr feedback provided.

THIS PART IS WHAT I REQUIRE IN A ONE PAGE LETTER

I am required to recommend appropriate changes regarding their standard of service delivery prior to these negotiations, in an email to the CEO