Human Resource Management Report

This report examines the role of Human Resource Management (HRM) in the service industry, specifically focusing on British Airways. It analyzes key HRM functions, including recruitment, selection, training, and development, and their impact on the airline's operations. The report also explores the influence of employment law and employee relations on HRM practices within British Airways.

Human Resource
Management for
Service Industries

Table of Contents
INTRODUCTION .........................................................................................................................................................1
TASK 1...........................................................................................................................................................................1
1.1 Role and purpose of human resource management in British Airways.........................................................1
1.2 Human resource plan based on an analysis of supply and demand for a British Airways............................2
TASK 2...........................................................................................................................................................................3
2.1 Current state of employment relations in a British Airways........................................................................3
2.2 Employment law effects the management of human resource in a British Airways....................................4
TASK 3...........................................................................................................................................................................4
3.1 Job Description and person specification for a service industry job.............................................................4
3.2 Comparison between the selection process of various service industries businesses ..................................5
TASK 4...........................................................................................................................................................................6
4.1 Contribution of training and development activities to the effective operations of British Airways...........6
CONCLUSION ..............................................................................................................................................................7
REFERENCES................................................................................................................................................................1
........................................................................................................................................................................................1

INTRODUCTION
Human resource management is an effective practice of recruiting, deploying, managing and hiring an
organisation's employees. In addition, HRM contains different process such as selecting, recruiting and maintaining
proper relations with workers and their trade unions (Alfes and et. al., 2013). According to Edwin Flippo- Main
function of human resource management is to as organising, planning, controlling, directing of procurement,
compensation, development, integration, separation and maintenance of human resource to the end that
organisational, social and individual objectives are accomplished.
Main purpose of conducting this report is to analysis and understanding the main functions of HRM,
employment law and employee relation, selection and recruitment, and training and development in service sector.
In this report given organisation is British Airways, it is a flag carrier and the largest airline business in the UK.
Main aim of the company is to achieve better results by hiring knowledgeable candidates who can help them to
maintain long run sustainability at marketplace.
TASK 1
1.1 Role and purpose of human resource management in British Airways
Definition of HRM: Human resource management is basically defined by the process of acquiring,
managing, training and planning human resource in an enterprise. This is completed in such manner that the
profitability of the company and efficiency of workers are increased. As airline is a service sector, delivering quickly
and effective services to the clients are more significant to ensure customer satisfaction.
Concept of HRM: Human resource management is a big concept that includes different aspects such as
planning and forecasting, training and development, recruitment process, soft and hard HRM, purpose and role etc.
All these are essential for the success and growth of Airline industry because these help in maintaining better
relation with employees (Armstrong and Taylor, 2014). There are different roles and purpose of HRM in the
airline industry are as follow:
 Main purpose of human resource management is to recruit knowledgeable and talented workforce in the
organization.
 To provide proper training to the employees who has lack of knowledge about the business is another
purpose of HRM.
Planning and forecasting: Human resource department of the British Airways is accountable for planning
of human resources including operators. The planning for HR is completed as per the techniques of forecasting like:
workers going on long term leave, number of workforce retiring from the job, new challenges being opened in the
airline industry.
Recruitment and selection: It is refer as an important success factor for any type of service industry like
airline sector is to ensure quickly and quality services to the customers. For this, human resource department of the
British Airways plays an essential role as it support in the selection and recruitment of highly knowledgeable
personnel in the airline sector. One of the main purpose of recruitment and selection is to attract workers towards
the wanted job vacancy (Beuren, Ferreira and Miguel, 2013). Beside this, British Airways recruit the
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candidates via online portals and organise online interview. For example: British Airways desires to recruit
candidates which is based on intellectual and analytical capacity rather than administration experience in such
sector. Most of the administrators connected from Royal Air Force and they hire the right person for the accurate
position.
Training and development: This is a main role of the human resource department to arrange tanning and
development program to their employees. Company will take some training programs that would enable an entire
change in attitudes and values crosswise the enterprise, specially for employees that was exposed to traveller
contact. British Airways some types of training programs such as Customer First Campaign, Putting People First”
program and Managing People first (Boella and Goss-Turner, 2013). On the other hand, company has create a
significant investment in development of employee. Business has established different number of training and
development events with purpose to satisfy its objectives.
British Airways also follow Hard and Soft model of HRM which has been determined as under:
Soft HRM: In this model workers are concerned as one of the main and essential resources in the
organisation. Beside this manager of British Airways plays vital role by providing motivation, job responsibility,
rewards etc.
Hard HRM: Hard human resource management is an effective system of staff management in which
employees are treat as a business resources that requires to be monitored to accomplish competitive advantages and
best possible profits.
1.2 Human resource plan based on an analysis of supply and demand for a British Airways
Human resource planning is identify as an essential function of HRM. Main purpose of the this planning is
to create human resource plan. Such type of plan is related with to recruit suitable person at right position. HR plan
is mainly based on the analysis of demand and supply. The flight duration is four hours and there will be 4 flights
from Heathrow and 4 returning from Madeira per week in the peak summer season. Beside this, three flights from
Heathrow and 3 returning from Madeira per week, the rest of the year. The Human resource planning is done with
the help of some steps which are determined as under:
Creation of human resource plan: It is refer as one of the important and essential phase of human resource
plan. In this phase role of British Airways manager is to make forecast about the demand and supply of employees
(Hoque, 2013). The future forecast mainly based on the thought of human resource manager regarding the
unreliability in the nearby future and a detail evaluation of the environment. For instance: if the human resource
manager evaluates that an amount of workers are outgoing from the job in airline industry, HR manager has to make
an effective plans for hiring new workers in the company.
Analysing demand and supply: This step involves forecasting of human resource supply from both
external and internal sources by applying some methods such as labour market, skill inventories, trend analysis,
competency models, replacement charts and succession planning. All these are essential and useful for the British to
analysis demand and supply as well as achieve better outcomes within predetermined time period. It is another
important stage which requires company to forecast the demand and Supply of human resource for the Madeira
Trip. It needs the British Airways to measure their job profiles effectively and establish the employees requirement
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by better idea. For the trip to Madeira, it needed workforce to effectively executed the journey would be ground
staff, air traffic controllers, engineers, cabin crew members. Pilots and many other. Since the time period of 4 hours,
every flight would necessitate at least 2 airman. For cabin crew associate, since Airbuses of company have a
capability of more than hundred traveler, all flight would necessitate 4 cabin crew members as well as also 3 extra
attendants to serve travelers within the four hour flight. On the other side, all flight would necessitate 4 on-board
technologist and a unit of ground staff to adjust the flight effectively and enhnace the safety and security of the
Airbus. Moreover, at least ten to fifteen ground staff members are needed at both the Heathrow as well as Madeira
Airport. Such type of members would be executed the ground responsibilities like, fuelers, ticket sales, baggage
management and many other. This type of members would be working six hours a day both before and after air
travel.
Internal and external factors influencing human resource planning: Above discussed both internal and
external factor that highly effect on human resource planning. Such type of planning is based on supply and demand
for a airline industry (Jackson, Schuler and Jiang, 2014). In order to overcome such type of impact in the
organisation, business manager follow some methods including vacancy analysis, Delhi techniques, scenario
analysis and regression analysis (Alfes and et. al., 2013).
Human resource planning in a changing environment: Changes in the human resource management are
more wide and it plays an essential role in enterprise. Such type of changes mainly related with technology,
diversity, globalisation and variation in the nature of work and jobs. Therefore HR plan is highly based on supply
and demand forecasting which is essential for the British airways. Some benefits are determined as under:
 This offers a systematic and formal approach for HRP (Human resource planning).
 Main aim of human resource planning is to enhance efficiency level of workers and the profitability of
organisation.
 HRP is also related with the human resource functions such as recruitment and selection, training and
development. This will help an airline industry to maintain long run sustainability at large scale.
TASK 2
2.1 Current state of employment relations in a British Airways
The British airlines has experienced an important level of upheaval and modification in the last couple of
years. Basically, it has been done because of liberalisation and emergence of new low-cost airlines services ( Jiang
and et. al., 2012). This seems to be comparative analysis that consists of recent developments among British
airlines sectors such as employment, the situation of national carries, main trade union and employer’s business as
well as impact of low-cost airlines on industries relations. There are various effective aspects those are associated
with the employee relations. Some of them are discussed below:
 Culture structure: It is identify as an interaction of various components of culture. This type of structure
assist an organization to identify culture of their all employees in appropriate manner. All kind of
employees that belongs to different culture are considered working with British airlines.
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 Collective bargaining: Customer services and employee collective bargaining agreement is being made
before hiring the people for their respective job profile. This type of deal is labour contract that used to
cover in CBAs among owner and employees such as wages, hours, benefits and promotions etc. As per the
employment act all the benefits are deliver to them accordingly (Jiang and et. al., 2012).
 Conflict and involvement management: It has been seen that this seems to be one of the major drawback
of creating bad impacts on the relationship among the employees and crew members of British airways.
Employees are not being agreed on the terms and condition that are set the company. The plan is not made
according to their demand of staffs which would results in conflict. The relationship get hamper among
them because of these issues.
2.2 Employment law effects the management of human resource in a British Airways
There are different employment law that highly effects the human resource management in a British
Airways. Some are determined as under:
Employment relation act (2000): This act gives the legal backdrop for entire relationship between unions,
tour operators and workforce. It help an employees to retain long relation with company as well as increase their
motivation level in the organization. Thus, it is identify as one of the best and essential act that help the British
Airways to maintain long lasting and good relation with their workers. Results of this for company is to accomplish
their goals and maximise customer's base in the organisation.
Equal Employment Opportunity: This law mainly related with the equal opportunity which ensures that
entire prospective workers acquire an equal chances for employment in airline sector irrespective of any kind of
discrimination such as nationality, sex, colour, caste and religion (Marler and Fisher, 2013). Therefore, such
type of law prevents any type of harassment and victimization. Thus, it is a role of British Airways is to provide
equal possibility to their all employees which help in maximisation of better results within predetermined time
duration.
Human rights act: This act provides the freedom of academic expression and thought. This act is
applicable in the British Airways to the workforce because it gives an authority and right to them to express them. It
will also essential and significant for the British Airways to provide rights of their workers about their roles,
responsibilities and many other. Thus, it will help an enterprise to maintain employees turnover and achieve outputs
in given time period.
Arbitration and conciliation act 1996 is an act in which there are odd number of arbitrator are appointed
by the court for resolving dispute between companies , persons , corporate firm etc. Section 9,27,37(1)(a) and 37(3)
shall apply to international commercial agreement even if the seat of arbitration is outside India unless parties of
arbitration have agreed to the contrary. Contract of employment is a contract which is used in labour law
(Morgeson and et. al., 2013) . In this contract there are certain term such as termination, resignation , illness
treatment etc.
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TASK 3
3.1 Job Description and person specification for a service industry job
Person specification and job description both are main document and required by each and every
organisation for filling their job vacancy.
Organisational needs: Main purpose of the British Airways about recruiting candidates in their
organisation is to maximise performance and effectiveness in airline industry.
Job descriptions: A fantastic chances exists to join company ever-expanding London City team of Cabin
Crew where candidates will deliver outstanding and effective customer service. British Airways CityFlyer is a
entirely owned subsidiary of British Airways. The job description is applied by qualities British Airways is finding
in their workers. As for the Cabin Crew Post, it is the responsibility of workforce to retain proper and long term
relation among co-worker, and ensure the security and safety of customers. Thus, it is also essential way which help
an organization to find accurate and knowledgeable employees from the given job position. It also support in
preventing employees who has more requirement of job from fraud job updates provided by others.
Person specifications: Company require to recruit candidates who has on-the-job experience like previous
customer service experience within the tourism and hospitality industry. British Airways also need knowledgeable
and skilled employees (Peters, 2012). Person Specification will benefited and support British Airways in making
effective selection process accurately and as per the business requirement so that proper candidates can be chosen
and others can be discard. company spending maximum amount of cost and time in hiring and training their Cain
Crew Members in order to deal with all challenging condition by being calm so that a positivist can be make over
and clients can be managed in a good way.
Methods of recruitment advertising: In order to provide information about vacant job position, British
Airways use internet tools and many other to advertise vacant position to the interested people. Some examples of
recruitment advertising such as social media, talent search, web advertising etc.
3.2 Comparison between the selection process of various service industries businesses
Basis British airways Transport for London
Selection method Most of the vacancies for the cabin
crew is placed on the BA careers
webpages.
Under this, TFL website is been used to
sometimes via a recruitment agencies are
hired for the selection process for “Customer
Services Assistant”.
Common things British airways is travel and tourism
organization and provide provide better
services to the customers.
Transport for London is also a part of tourism
sector and give effective services to the
customers.
Differences British airways use technology based
training method to train their workers.
British Airways has physical
Transport for London use
Coaching/Mentoring to train their workers.
Transport for London not has Physical
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constraints so an excess stage is
required i.e. application form.
constraints so an extra stage not required.
Evaluating recruitment
and selection processes
Applicants have to complete an online
requirements of online test they are
invited to an assessment day that
consists of multiple choice question
(MCQ) and interview.
All those candidates that have successfully
completed the online test has invited to attend
a written assessment session.
Application form
design
The design of the form is effectively
made after applicant answers yes to
each of the questions, then they will
need to accomplish an interest form
(Purce, 2014).
The applicant need to create a login and
password to the job vacancy page on TFL
site. Once they have selected the vacancy
they wish to apply for they then complete an
online application.
Short-listing Those applicants that can meet the
basic need can be a log-in to attain a
series of online psychometric tests.
Those are successful at this particular stage
are called back for a role play exercise and
interview by an official panel of two people.
Interview methods Those who have completed all their
online stages are called for group
exercise and interview as well as
medical check.
References are taken into account and
medical questionnaire consider for those who
have been chosen.
TASK 4
4.1 Contribution of training and development activities to the effective operations of British Airways
As a trainee human resource officer at British Airways, they require to provide training and development
programs to the recruiter. There are some parts which are includes in order to set guidance notes. Few are
determined as under:
Different types of Training: There are mainly two types of training which is used by the British Airways to train
their staff members (Renwick, Redman and Maguire, 2013). There are different training methods which are
used by the company to train their employees systematically and properly. Technology based training,
Coaching/Mentoring are one of the best training method that are used by the company to train their workers. Under
technology based training, different methods of learning are includes such as interactive multimedia using a PC
based CD-Rome and many other. In case of coaching/mentoring, it provides workers a possibility in order to get
training one-on-one from an knowledgeable professional. This normally takes place after some other more formal
activity has taken place to enlarge on what trainees have not yet learned. (Smith, Maull and CL Ng, 2014).
Differences between training and development: There are some differences between the development and
training which are explained as below:
Basis for Comparison Training Development
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Meaning Training is an effective process of
learning in which workers of British
Airways can get a possibility to
develop knowledge, competency and
skill as per the requirement of job.
For example: British Airways has
some types of training programs such
as Customer First Campaign,
Managing People first and Putting
People First” program.
Development is identify as an
educational activity which is mainly
linked with entire growth and
success of workers. For example:
British Airways has to develop a
significant and essential investment
in development of employee.
Term Training is a short term learning
process.
Development is a long term process
for the every organization.
Difficult Training is more difficult for the
company as compare to development
because in this company pay
maximum amount of capital to train
their workers. After the training,
some employees are leave the
company which negatively impact on
business.
Development is not difficult because
it is a continuous process and help
employees to develop their skills and
knowledge towards business
operations.
Objective Main objectives of British Airways
behind applying training program is
to enhance work performance and
productivity of their staff members.
Main purpose of the company about
investing more in development
program is to prepare their workers
for future challenges.
Benefits and effectiveness of training : There are different benefits of training program to the British Airways as
well as employees also. Some effectiveness of training are determined as under:
Maximised efficiency of workers: An effective programme of training can make the workforce of the
British Airways to work effectively (Tang and Tang, 2012). With the help of off-the-job and on-the-job training
method workers are feel confidence which will benefited to the airline industry to attain better results.
Reduced turnover: Employee turnover is identify number or percentage of employees who leave an
enterprise and are replaced by new workers. In order to measuring employee turnover can be essential to managers
that want to analyze reasons for turnover and estimate the cost-to-recruitment for budget purposes. It is another
benefit of training program to the employees as well as British Airways. For example: proper training programs
enhance possibility of obtaining promotions and workers are happy because they have good chances. Reduction in
employees turnover support the airline industry to retain long run sustainability as well as increase employee's base.
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The role and need of training: Training is require by each and every organisation to train their workers
and improve their morals. It is also significant for the British Airways to maintain employees turnover and increase
their profitability by providing on-the-job and off-the-job training. In the British Airways, main role of training is to
increase knowledge, competency and skill of workers (Alfes and et. al., 2013). With the help of proper
knowledge, employees easily attract large number visitors and increase their performance within airline industry.
Summary of the overall contribution of training and development to the effective operation of the organisation
Training and development is one of the main aspect for the success and growth of organisation, proper
training help an employee to develop their progress and success in airline industry ( Armstrong and Taylor,
2014). Training and development program contribute their full efforts in improving business operations of British
Airways.
CONCLUSION
From the above mentioned information, it can be concluded that human resource management play
important role for increasing growth of company. HRM has different role and purpose such as training and
development, recruitment and selection etc. these was applied by the company to hire suitable person at right place.
After this, company also provide training to their workers which will help them in future growth and development.
For this, company use different employment act which will also help them to maintain employees turnover and
retain long run sustainability at marketplace. Along with this, selection process of company is more effective as
compare to other organisation and it help in recruiting knowledgeable person at accurate place.
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