Human Resource Management (HRM) For Service Industries Assignment
Added on 2020-12-18
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Human ResourceManagement For ServiceIndustries
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11. The role and purpose of human resource management in British Airways.......................12. Creation of plan for Human Resource to deliver the new flight service to Madeira..........3TASK 2............................................................................................................................................51. Current State of Employment relations in the British Airways Company.........................52. Employment law influence the management of human resource within British Airways.7TASK 3............................................................................................................................................91. Job Description and Person Specification of Cabin Crew of British Airways BA CityFlyer.................................................................................................................................................92. Comparison of selection process of British Airways and Transport of London..............10Transport of London..........................................................................................................11TASK 4..........................................................................................................................................121. Training and development in service industries businesses.............................................12CONCLUSION..............................................................................................................................14REFERENCES..............................................................................................................................15
INTRODUCTIONHuman Resource management is the most important department in an organisationoperating in all type of industries. Human resource management is the modern approach ofmaintaining people at workplace which focuses on acquisition, development, utilization as wellas maintenance of human power in power (Armstrong and Taylor, 2014). It is developmentoriented and it is for all levels. They provide space for engagement of employees, performanceas well as growth. HRM plays a crucial role maintaining quality team of working experts. Thisreport is based on British Airways company which is one of the largest company in UnitedKingdom which was founded in 1974. British Airways was established by the government ofBritishers. International Airlines Group is the parents company in the parent company of BritishAirways. Its headquarters are located in Waterside, Harmondsworth and United Kingdom.Company recently have 45000 employees. This present report will provide a detailedunderstanding on human resource management in service industries. Addition to this, thisassignment will also cover the role and purpose of human resource management in serviceindustry. Moreover, the effect of employee relations as well as employment laws will alsoillustrate in this assignment. The process of recruitment and selection and importance of trainingand development in service the business of services industries will also include in this study. TASK 11. The role and purpose of human resource management in British Airways. HR manager has significant role to play in an enterprise. Success and growth of anenterprise is completely based on the performance of Human resource department. Importantrole of human resource management team is to make plans for driving firm towards success andgrowth. It is the duty of Hr manager to fulfil the human resource requirement of an organisation.Human Resource management is the most essential department of all type of companies as wellas of British Airways company. The service industries now account for over 70% of employmentin the industrialized economies of the world (Role and Purpose of HRM, 2017). The managers ofBritish Airways in human resource is the most essential elements of a successful business as itprovides a productive thriving manpower in the company. HRM is basically a systematicprocedure of planning, acquiring, managing and training and development workforce in thecompany. In order to maximize the profitability and efficiency of company, HRM plays a vitalrole. As transport in service sector, it is very important to deliver quality of services to customers1
in order to make sure the optimum level of satisfaction to customers, and this is only possible ifcompany have skilled and knowledgeable employees (Marchington and et.al., 2016). Thus, thereare numerous roles plays by human resource in British Airways which are as follows- Planning of Human Resource- The department of human resource in British Airways isresponsible for planning the workplace for company like pilots, crew members, air hostage,avionics technicians, airborne sensor operator, navigator, radio operator, flight attendant andsome other requirements for employees in managing the entire organisation. On the other hand,HRM planning is based on some techniques of forecasting like number of workers retiring fromjob or they are going on leave. Addition to this, HRM planning is also based on the nature andsize of company. British airways have a very big operation, thus it is very important for themanagers of human resource to identify the needs of current and future workforce in BritishAirways. If planning is not effective than it is not possible to achieve goals and objectives ofcompany in effective manner (Bratton and Gold, 2017). Planning of HR is a continuous processin order to achieve optimal utilization of a company's most valuable assert which is humanresource. Human resource department bin British airways influences all employees bydeveloping policies. Role of human resource manager in British airways is to formulatestrategies for motivating employees to improve their performance and inspiring them to increasetheir participation in business activities. This department is mainly response for employees’costs. Recruitment and Selection- This is the critical success factor for all companies as well asfor British Airways. The entire success of company is depending on employee's performance andskill and knowledge. Human resource department plays a vital role in achieving success byeffectively recruiting and selecting employee's. Recruitment is the process of identifying thevacancy of job, de terming the requirements of job, reviewing the applications, screening, short-listing and after than selecting the right candidate for right job post. The main intention behindrecruitment is to attract employees towards the desired job vacancy. Recruitment is thefundamental function of HR managers of company. The policy of British Airways company inrecruiting and selecting employees is very effective and efficient as they include jobspecification as well as nature, qualification, experience, skills needed for the performing the jobrole. They follow both internal and external source of recruitment in order to hire employees2
within organisation. British airway's organisation consists of approx. 44000 employees including16500 cabin crews and 3800 pilots. Employees Training and Development- This is also one of the most crucial role that isplayed by Human resource management of British Airways. In service sector, training anddevelopment plays key role in achieving desired goals and objectives of British Airways. TheHR department of British Airways company is playing effective and efficient role in order toensure that the skill and knowledge of the employees are as per to the recent trends. For example,On the job and Off the job training. Thus, the managers of HR in British Airways companyorganize training and development for employees to make them trained in present market(Collings, Wood and Szamosi, 2018). On the other hand, the department of HRM in BritishAirways company also provide training making them technically skilled as well as competent toachieve success in the next position. In the British Airways, new candidates are provided withon the job training which enables them to develop skills and core competencies which is requiredfor performing specific task. In the on the job training method, an employee learns or gainknowledge about job while performing it within the actual work environment.Performance Management- This is also the most important role played by HR managerof British Airways. They are accountable for developing a systematic system for performancemanagement. By developing this system, employees in the organisation remain motivated andthey put their efforts to present quality of work at workplace. It is also important that thereshould be a care planning for employees to keep them motivated which HR managers of BritishAirways company do. Employees incentives and Compensation- This is also one another role played byHuman Resource management of company. They are responsible for designing as well asimplementing attractive incentives and compensation for employees in the organisation. It willaid company to get better employees for the job as well as it also keeps them motivated. Humanresource manager in British Airways has introduced a reward system for encouraging employeesto improve their performance at workplace. (Boella, 2017). Both monetary and non-monetaryincentives are provided to workers those who make significant contribution in achievement ofgoals by an organisation. This is the reason why employees are happy and satisfied withcompany's operations and functions. All the above roles are played by Human Resource Management of British Airways company. 3
2. Creation of plan for Human Resource to deliver the new flight service to Madeira.Human Resource planning is the most essential function of Human resource managementof British Airways company. The planning of Human resource is done on the basis of goals andobjectives of company. The main aim of planning human resource is to develop a plan to ensurethe right employees are selected for right job at right position. British Airways is going to startsome new flights to Madeira from Heathrow. The duration of flight will be four hours than therewill be four flights returning from Madeira per week in the peak season and three flights fromHeathrow and three from Madeira per week. Thus, it is required to create a plan which is basedon an analysis of supply and demand of human resources such as total number of employees,roles played by them and working hour). The plan of HRM include the following:Determine the needs of human resourceDetermining the strategy for recruitmentSelect employee'sDevelop training programDetermining the needs of human resource- This is the part is heavily involved with thestrategic plan. This is first step which the HR manager of British Airways will follow. They willmake a plan according to the need of the project. Company is going to start a new flight service,thus, HR have to recruit one flight attendant if company is going to start an air-plane of capacitymore than 19 but less than 51 passengers. On the other hand, if British Airway company is goingto start an air-plane of capacity more than 101 and less than 50 passengers than they have torecruit two flight attendants (Ross, 2017). Other than that, they also have to hire many employeeslike one pilot and one co-pilot and many other at back office and managers that manage otheractivity at Airport. Determining recruiting strategy- Recruitment strategy is also the most important whencompany plan to do any new thing or to start any new project. The manager of company has tomake strategy that help them to recruit right person at right job at right position. There are manystrategies that HR manager of British Airways company have to formulate in order tosuccessfully start the air-planes and provide flight services to people. First they have to plan acost that what costs will be required in hiring staff and employees for the new project of BritishAirways like the flight attendants get paid hourly ranges from $28 to $44. The demand andsupply of human resource from both external and internal sources. Thus, they have to select4
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