Human Resource Management and Knowledge Management Practices

This assignment requires analyzing research articles and studies related to human resource management (HRM) and knowledge management practices (KMP). The provided documents cover topics such as strategy, human capital investments, business-domain capabilities, service quality, and green human resource management. It also includes a review of empirical research on KMP practices and firm performance. The assignment likely involves identifying key concepts, analyzing the role of HRM and KMP in different contexts, and discussing their implications for organizational success.

Human Resource
Management for Service
Industries

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Analysis of the role and purpose of human resource management in a selected service
industry with reference to airline industry..............................................................................1
1.2 Creation of an HR plan based on analysis of supply and demand with justification to
demonstrate new flight service to Madeira............................................................................3
TASK 2............................................................................................................................................6
2.1 Assess current state of employment relations in airline industry.....................................7
2.2 How employment law affects management of human resource in British Airways........8
TASK 3............................................................................................................................................9
3.1 Discussion of job description and personal specification for Airport Operations manager 9
3.2 Comparison of selection processes of British Airways and Transport for London.......11
TASK 4..........................................................................................................................................13
4.1 Article for publication as part of the information package which given to trainee managers
with support professional development programme............................................................13
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

INTRODUCTION
Human resource management consist important role which helps to deal with different
issues and problems. It considers functioning which is related to compensation, performance
management, organisation development, safety, wellness, etc. With this consideration, HRM
plays strategic role in managing people at workplace culture and environment. In order to
improve morale and developing methods, it can be stated that high performance standard
ascertained with resolving conflicts among employees (Noe, Hollenbeck and Wright, 2017).
Present study based on British Airways which is multinational airline holding company
with registered office in Madrid. Its headquarter exists in London, UK. It deals in aviation
industry which deliver airline services to increase revenue and profitability as well.
For gaining insight information of the present study, it covers role and purpose of human
resource management in selected service industry with reference to airline industry. Furthermore,
it considers current state of employment relations in the chosen business. In addition to this,
discussion of job description and person specification for Airport Operations Manager or Cabin
Crew member. At last, article present which shows information package to provide training
supporting professional development programmes.
TASK 1
1.1 Analysis of the role and purpose of human resource management in a selected service
industry with reference to airline industry
Human resource management (HRM) consist view to people as organisational assets and
internal customers and work which create job satisfaction, employee efficiency and their
effectiveness. In British Airways, HRM team suggested to strategically manage people as
business resources. It assists in managing recruiting and hiring staff members to maintain
coordinating benefits with suggesting with training and development strategies (Al-Refaie,
2015). Following are different kinds of roles and purpose of HRM in the chosen enterprise:
Roles of HRM in service industry Strategic role of HRM: Human resource management team suggest that management
team of British Airways strategically manage people and business resources as well. With
this regard, recruiting and hiring staff members with specific sills sets to meet with
current and future goals of the organisation. In this consideration, HR professionals are
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consultants with isolated business function which assists to managers to solve many
issues to achieve business goals (Bratton and Gold, 2017). Developing skills for the future: At all levels of the organisation, managers need to
concentrate on professionals to work together. In this way, employees of British Airways
assign different roles that helps to adapt successful business environment outcomes. In
flexible business, employees are shifted around the different functions of the organisation
which generally based on priorities and preferences (Baum, 2016). Building loyalty and commitment: Furthermore, HR professional also suggest that
strategies which helps to increase employee commitment within the enterprise. This
begin with using the recruiting process that helps to match staff with right position
according to qualifications (Chatterjee, 2017).
 Staying current and competitive: HRM team helps within the business to develop
competitive advantages that generally involved to build capacity within the organisation.
In this consideration, unique set of goods and services to its customers generally
ascertained to attain competitiveness in the job market. In British Airways, it helps to
provide opportunity that increase employee retention through addition of flexible work
arrangements (Evans, 2015).
Purpose of HRM in service industry Maintain employee relations: Furthermore, HRM demonstrate purpose to accomplish
positive business results in systematic manner. In this regard, main purpose of British
Airways is to maintain relationship between different people. Therefore, it helps to lead
with engaged employees with more productive and make positive impact on the
organisation (Raddats, Burton and Ashman, 2015). Employment law compliance: Within the service industry, HRM complying with different
employment legislation with current requirements. In this consideration, positive work
environment providing that helps to ensure fair work practices. HR team of British
Airways tasked with keeping the organisation in line with workforce laws. It can be often
complex and every changing facet can be tweaked with appropriate HRM practices
(Hosie and Pforr, 2016). Health and safety: In order to promote safe working environment, it can be stated that in
HR department organisation complies with different types of legislation. Therefore, in
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British Airways employee safety training kept which ascertained with workplace safety
records. Promoting workplace safety is important task in the organisation. Priority list can
keep details with regular communication (Dhar, 2015).
 Staff training and development: Most of the businesses will dedicate training for staff
members with new hire induction training. In this regard, leadership training providing
that helps to promote staff members. Key aspect of HR department is to facilitate
workplace training that helps to make sure adequate training helps to encourage ongoing
development of staff members (Inkinen, Kianto and Vanhala, 2015).
1.2 Creation of an HR plan based on analysis of supply and demand with justification to
demonstrate new flight service to Madeira
In order to deliver new flight service to Madeira, HR plan considered appropriate supply
and demand with demonstrate systematic requirements in it. In airline industry, transportation
services for passengers. Therefore, in aviation industry revenue derives from regular ticket fees
and freight charges (Inkinen, 2016). With well defined strategy in British Airways, HR activity
aligned to business needs which demonstrate in following manner: Aligning business and HR needs: In Madeira, new flight service demonstrate business
goals which align with internal capability to accomplish goals and objectives. In this
regard, British Airways has goal to increase their productivity and profitability which
assists to deliver positive value to customer. In this consideration, the chosen business
has analysis there is high demand of customers to travel in Madeira. Therefore, they need
to concentrate on maintain strong core competencies which is related with system or
process. There are certain steps undertaken to gain competitive advantages (Vomberg,
Homburg and Bornemann, 2015). There are new 12 staff members require so that
recruitment and selection program need to develop successful results in the business. Developing HR strategy: Deeper knowledge and understanding of the business goals and
model can identify potential threats and opportunities which helps to assess quantity and
quality required by organisation. It is generally turned into identify key components in
HR strategy which helps to provide need for success (Chang, 2016). In British Airways,
HR team has high level of expertise which align different intervention with their
relevance into business performances. In this aspect, several roles pursue by staff
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members such as establish two way feedback mechanisms, develop program with work
experience which needed for long term performances. Organisational performance: Organisational performances is the process which helps to
accomplish business goals and objectives that cascaded and managed across British
Airways. It helps to provide link and rationale in different business activities. In this
consideration, it can be stated that there is the greatest opportunity which helps to gain
business success that increase reputation and contribution in the organisation (George,
Schillebeeckx and Liak, 2015). All staff members are work 8 hours in a day and 40 hours
in a one weak. Hence, it is critical part of process which robust performance and review
process which provide positive feedback towards objectives. Organisational design and structure: Organisational design consider shape, size and
structure in the business which is required to meet with customers needs in aviation
industry. With this aspect, British Airways determine competitive advantages. Decisions
are generally affected to align goals and objectives in the organisation. Conversely,
structural strength which signal to develop HR team that reinforce organisational
competence (Bowen, 2016). Strategic resourcing: In order to accomplish desired level of outcomes, it can be stated
that strategic resourcing assists to work well with resourcing strategies. When
transparency, in the organisation undertaken with key roles and accountability, it
demonstrates skills and knowledge which required to work for delivering new flight
services (Siyambalapitiya, Zhang and Liu, 2018). As a result, in British Airways
technical skills, teamwork, leadership skills, communication, etc. Organisation development: If strategic resourcing provide effectiveness within the
organisation development strategy, it demonstrates way in which team decide changes
that are needed for improvements. Usually these responses work at all levels so that it
requires close examination with strategic imperatives (Hörisch, Johnson and Schaltegger,
2015). In British Airways, at a team level it defines individuals' ability to work with other
to achieve goals. Compensation and benefits: Compensation and benefits demonstrates reward strategy
which helps to accomplish purpose within the system that align positive performances
with more rewards which is necessary to deliver organisation goals. In British Airways
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delivery of new flight determines with different components such as combination of base
pay, bonuses, etc. Reward policy in the business successfully develop benefits which
aims to support overall effectiveness (Hajir, Obeidat and Masa’deh, 2015).
 Organisation culture: Culture is generally described to do things in appropriate manner.
There are several organisation acts, reacts and interact that are aligned with
organisational behaviour more strongly with customer needs. Within British Airways,
direct result of the increased competition in products, quality, prices and packaging.
Competitive advantages will be gain with improved services so that HR team is closely
related to take initiatives with knowledge and describe new behaviour.
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TASK 2
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2.1 Assess current state of employment relations in airline industry
Airline industry has significant level that continuously change over the past two
decades. Due to liberalisation and subsequent emergence of new low cost airline. It considered
impact on employment and industrial relations within the industry which helps to look for
development of airline activities. With this regard, employment activities in the UK
demonstrate effective results to maintain industrial relations. In European countries, airline
industry grow very fast in past 20 years. Therefore, in terms of passenger kilometres, traffic
increased by an average of 7.4% in a year between 1980-2001. The commission also describe
rate of growth as impressive so that civil aviation sector can be divided in different sectors. In
this consideration, British Airways describe rate of growth as impressive. It indicates that
airline industry traffic increased with further expansion within the airline industry. Therefore,
profitability return from 2002 with low cost sector so that they are experienced in marked
decline of profitability and revenue. Airline sector has undergone with significant upheaval over
the past two decades due to several factors such as progressive liberalisation, leading in
appearance of numerous low cost airline.
In addition to this, severe with economic downturn in early 1990 also exposed
weaknesses due to overcapacity, low productivity, under capitalisation and high cost as well.
Terrorist attack of 2001 dented confidence in air travel and high pricing of fuel. Therefore, all
these developments had major impact on industrial relations and employment in particular
sector. Within sectoral classification, it can be stated that purpose of the study is to correspond
to particular code that helps to handle storage. Employees covered employed by airlines as
cabin crew, ground staff, etc. In this aspect, one of the main development in UK's airline
industry developed over the past two decades which end of monopoly position of national
carriers. Most of the countries have different range of airlines which successfully develop to
work in other capacities at airport which employed in aviation industry.
The national carriers of individual countries have fared differently over the past two
decades. Therefore, it helps to manage retain grip within the market and despite emergence of
competition. Virtually all national carriers have been type of restructuring and privatisation
process which complete over past two decades. In this regard, it can be stated that British
Airways was privatised in 1987 so that it remains as the UK's largest airline industry which
restructured itself extensively over the past few years. It is most pronounced with European
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operations which is generally operates within divisionalised structure with new terms and
conditions. Hence, benchmark or market rate of these businesses set by other low cost carriers
for each subsidiary and benchmark.
2.2 How employment law affects management of human resource in British Airways
In order to accomplish goals and objectives, it can be stated that in British Airways
different kinds of employment laws effect to human resources. They are as follows: Equality act 2010: Equality act 2010 brings 116 separate pieces of legislation into single
act. It is combined with make up new act that assists to provide legal framework that
helps to protect rights of individual and advance with equality opportunities for all. In
British Airways this act helps to provide protection for certain illness which established
as a disability. Under this act person is disabled if they have physical and mental
impairment for long term adverse effects in day to day activities. Sex Discrimination act 1975: This act frame to protect people on the ground of equality
which act and bring together to treat men and women same. It ascertained with making
unlawful to discriminate against a person because of his/her race, colour, national origin,
etc. In British Airways, this act concerned employment, training, education, harassment
to demonstrate provision of goods and services. Health and safety act 1974: The health and safety act work in parliament of UK defined
fundamental structure and authority for encouragement, regulations and enforcement at
workplace related with health, safety and welfare in the country. With this regard,
British Airways need to protect their employees at workplace with providing safety
equipments and safe systems of work. These regulations help to deal with physical
conditions to meet with minimum standards in wide range of matters. Minimum wage pay act 1948: This act concerning in parliament of Indian labour law
which sets minimum wages which must paid to skilled and unskilled labours. It helps to
provide for fixing minimum rates in certain employment. Main objective of the
company to implement this in British Airways is that prevent exploitation of labour
class which is usually unorganized by capital class. Gratuity act 1972: This act is applicable in employment of British Airways for
employees who engaged in aviation industry. In this consideration, it can be stated that
service industry need to adopt it to rendering services who had complete years in
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particular company.
 Maternity benefit act 1972: According to this act employment of women regulate in
certain establishment for particular time. In this consideration, before and after child
birth maternity benefits with certain other benefits must be undertaken by women. As a
result, British Airways need to focus on this benefit which provide to women.
TASK 3
3.1 Discussion of job description and personal specification for Airport Operations manager
Job description of Airport Operation manager
Summary
Dedicated operation manager and leader who consider proven methods and cutting edge
technology that is successfully cut costs, streamline operations and increase productivity. With
assertive and enthusiastic and extensive knowledge, process optimisation within operation
management activities of British Airways.
Job responsibilities
 Generate revenue with coaching staff on effective prospecting and lead development
strategies.
 Monitoring on employee productivity and reduction in cost.
 Meeting with organisation goals to develop gross profit.
 Maximise driver with time and efficiency to deliver schedule and workload.
 Increase productivity by 20%.
Job skills and qualifications
 Boosted delivery and schedule efficiency in order to move into computer database
system.
 Development of safety programmes also reduced incidents by 80% in one year.
 Another skill for operation manager in the business is required to supervise completion
of financial paperwork and tracking reports.
 Implement new outreach programme with aimed to post deliver and follow up new
business development.
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 Experience required in small business
Education
 Bachelor in travel and tourism.
 PG in operations or tourism.
Person specification
Criteria Essential Desirable
Skills required  Excellent presentation
and communication
skills in verbal and
written.
 Ability to priorities and
work under pressure
 Strong organisation
skills
 Experience required for
using macro-media
applications for web
authoring
 Ability to use database
package or willingness
to learn
Attainment  Good degree in any
subject
Knowledge  Excellent in working
knowledge of micro
soft office
 Knowledge in budget,
finance and purchasing
process
Relevant experience  Experience essential in
providing general
administrative support
 Experience of working
within the project
based environment
 Experience to take
minute of meetings
Disposition  Ability to work
independently with
own initiatives and
contribute part in team
 Willingness and ability
 Interest in issue related
with teaching and
learning
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to be flexible.
3.2 Comparison of selection processes of British Airways and Transport for London
In British Airways, following selection process considered for selecting cabin crew
member:
Step 1: In first step of selection process of British Airways, several kinds of vacancies
placed on career webpage. In this consideration, the chosen organisation placed their job
requirements to assess capabilities that is required for particular job. Hence, they have to be clear
and highlight capabilities that are required among cabin crew.
Step 2: After place vacancies, it is essential to confirm understanding and meeting with
these requirements. For instance, I have the unrestricted right to live and work in UK without
sponsorship. My passport allow me with unrestricted to travel globally. In this aspect different
kinds of requirements must considered that must be followed by cabin crew member. In addition
to this, the chosen business shows several aspects such as people taken above age of 18 years,
work with full-time, work in shift, etc.
Step 3: When applicants are agreed with different requirements of British airways, in
third step they need to take yes of each question which must be complete in interest form.
Therefore, it helps to make security with considering completing application form.
Step 4: With respect to complete third step, British Airways need to complete on-line
application form which assists to lead in requirements of the business in appropriate manner. In
this consideration, it is essential to look online interview program that helps to know general
information regarding applicant.
Step 5: In this step, applicants who meet with basic requirements, need to log-in complete
series with considering online psychometric tests that include numeracy, verbal reasoning,
situational judgement, spatial reasoning. These tests helps to British Airways to judge knowledge
of person regarding business goals and objectives. All these tests are generally helps to know
knowledge level of applicants.
Step 6: Those people are successfully considered online test, in this stage they are invited
to an assessment day which considered multiple choice questions that are related with particular
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situation. In this aspect, it can be stated that group exercise and role play is an important aspect
that must be taken by interview in British Airways.
Step 7: In this step, it can be stated that British Airways need to conduct research in
which they check background and medical of particular person who selected in previous step.
With this consideration, whole check-up helps to understand person and assess health issues or
problems regarding work and actual job.
Step 8: In eight step of considering British Airways need to offer training place that helps
to ascertained safety course which followed cabin crew training course of around 6 weeks.
Therefore, it is essential to appropriate work system at workplace.
Step 9: In this step, cabin crew position start with successful completion of training
programme. Therefore, it helps to lead with development of program to select cabin crew
member to fill vacant position.
Selection process for Transport for London
Step 1: In first step of selection process, Transport For London need to focus on website
which placed via recruitment agency towards different vacancies. In this aspect, they have
vacancy regarding customer service assistant.
Step 2: Applicants in second step create login and password to particular job vacancy on
page of Transport For London.
Step 3: In third step, when applicants selected for vacancy, they can apply for complete
an on line application.
Step 4: Those applicants meet with basic requirements complete online judgement test
that helps to accomplish desired results at workplace.
Step 5: In fifth step, meet with test requirements invited to attend written assessment with
appropriate session conducting.
Step 6: In this step, those candidates successfully reach who called back for interview in
panel of two people.
Step 7: Reference must be taken in this regard which helps to conduct medical
questionnaire which considered for selected people.
Step 8: At this final step, offer made for position.
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TASK 4
4.1 Article for publication as part of the information package which given to trainee managers
with support professional development programme
Training and development process is help to improve the performance of employees at the
international airlines group. There are having the lots and various types of training and
development methods that are as follows:
Types of training and development
There are two types of training methods such as on-the-job and off-the-job training
methods.
On-the-job training method
This training methods is refers the training at the times of work. This training methods is
provides the practical knowledge of work and job roles. This includes the various methods such
as job rotation, coaching, job instructions and so on.
 Job rotation is involves the movements of trainee from one job to another job for
gaining then other post and job knowledge. This helps to management of airlines to give
the effective and best training to their employees.
 Job instruction is the process where management and trainer are give the step by step
instructions for the job roles and explain the work. This helps to employees of airlines to
gain the proper knowledge of work (Al-Refaie, 2015).
Off-the-job training method
This training method is refers and adopt for the development of employees away from
the field of job are known as off-the-job training methods. This includes the various methods
are case study, business games, role play and so on.
 Business game, in this management is make the situation for the employees and they are
solves that. This helps to employees of airline to improve their decision making skills.
 Roles plays, is the very ways to give training to their employees. In that employees are
played the roles of their seniors and other management person.
Difference between the training and development
Training Development
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It is the learning process in that employees are
get an opportunity to develop skills.
It is an educational process that is concerned
with the overall growth of the employees.
Management of airlines is focus on their
training objectives is to improve the work and
capabilities of employees performance.
Management of airlines set the objectives for
development to prepare employees for faced
the future challenges.
Training is focus on developed the skills and
knowledge for the current job.
Development is focus on building the
knowledge, understanding and competencies
for future growth.
Benefits and effectiveness of training
There are various benefits and effectiveness from the training which are as follows:
 This helps to increase the job satisfaction and morale of employees.
 By that employees are more motivate for doing work and also ready to give their hard
contribution to achieve goals and objectives of international airline group.
 By this company has benefits like enhanced the company image and also help to
reduced the employee turnover.
 It is effective for adopting the new technologies and methods for work and this help to
improve employees performance and profit of firm (Importance of training and
development, 2017).
Roles and needs of training
Training is gives the better understanding of their roles and responsibilities within their
job roles. It is the process of enhancing the skills and capabilities of employees. Needs of
training are as follows:
 Increasing use of fast technologies in their production and other operations there are
requirement of training.
 It is important for addressing employees weakness.
 It is also reduced the times of learning.
Summary
Training and development program is help to increase the performance of employee in
very effective and valuable manner. This give very hard contribution in managing the
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effectiveness at the company. This helps to improve overall performance of international
airlines group. It is very important for employees and management to increase work capacity of
employees.
CONCLUSION
From the above report, it can be concluded that human resource management consider
important role in service industry. This is because, it considered dealing with objectives and
goals to regulate appropriate functioning in airline businesses. In this regard, report included
purpose and roles of human resource management which helps to generate effectiveness in
service industry. Furthermore, it is based on British Airways so that it helps to regulate supply
and demand with dealing different kinds of services. Therefore, the chosen business easily lead
to gain more profitability and accomplish their purpose to focus on accomplish targets and
innovative functions as well. Moreover, the present study describe discussion on current state of
employment relations within the airline industry. It is generally based to show overall
effectiveness in the organisation to lead with innovative functions and operations. In addition to
this, it articulated about application to the airline industry and its application of employment law
within British Airways which applied to gain desired level of outcomes.
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REFERENCES
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interdisciplinary view. Human Resource Management Review. 26(1). pp.4-13.
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
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Chatterjee, J., 2017. Strategy, human capital investments, business‐domain capabilities, and
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Dhar, R.L., 2015. Service quality and the training of employees: The mediating role of
organizational commitment. Tourism Management. 46. pp.419-430.
Evans, S., 2015. Juggling on the line: Front line managers and their management of human
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Inkinen, H., 2016. Review of empirical research on knowledge management practices and firm
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Inkinen, H.T., Kianto, A. and Vanhala, M., 2015. Knowledge management practices and
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Noe, R.A., Hollenbeck, J.R. and Wright, P.M., 2017. Human resource management: Gaining a
competitive advantage. New York, NY: McGraw-Hill Education.
Raddats, C., Burton, J. and Ashman, R., 2015. Resource configurations for services success in
manufacturing companies. Journal of Service Management. 26(1). pp.97-116.
Siyambalapitiya, J., Zhang, X. and Liu, X., 2018. Green human resource management: A
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ONLINE
Importance of training and development. 2017. [Online]. Available through:
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qualifications/the-importance-of-training-and-development-in-the-workplace>
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