HR Standard Element 11: HR SERVICE DELIVERY

11.1  D E F I N I T I O N

HR Service Delivery can be defined as the adequate provision of HR services meeting the needs of the organisation and its employees which enables delivery or f organisational goals and targets.


11.2.1  To ensure timeousness, consistency and quality in the delivery of HR services.

11.2.2  To ensure sustainability of HR practices within the organisation.

11.2.3  To support the effective management of the human element in an organisation.

11.2.4  To provide effective professional advice and guidance to managers and employees regarding the correct implementation of labour laws, HR policies, practices and procedures.

11.2.5  To establish functional standards for HR record-keeping and administration.

11.2.6.  To measure employee engagement and satisfaction with the delivery of HR services.

11.2.7  To capture and provide management and the board with appropriate HR data and statistics.


11.3.1  Design and implement HR policies, practices and procedures.

11.3.2  Design and implement the HR management system.

11.3.3  Ensure adequate understanding of the role of HR within an organisation.

11.3.4  Establish relevant communication channels with both management and employees to address relevant HR matters.

11.3.5  Ensure a user-friendly mechanism for understanding, promoting and ensuring compliance with all appropriate legislation applicable to the organisation.

11.3.6  Determine the methodology and process for establishing HR client satisfaction.

11.3.7  Provide independent professional oversight, guidance and consulting with regard to HR policy, strategy and organisational people practices and ethical values.

11.3.8  Facilitate appropriate interventions building organisational culture and capacity.

11.4  NOTES

This standard element should be read and applied by taking cognisance of all the other standard elements, but with a particular focus on strategic HR management,  HR risk management,  employee wellness, employment relations, performance management, learning and development and HR measurement.

HR Competency Model: HR practitioners must be able to play an appropriate role in the following outputs:

  • Customer orientation
  • Management of HR function
  • Management of outsourced functions
  • Policy development and administration
  • Maintenance of documentation and records

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