Human Resource Management Assignment : Airline industry

Human Resource Management

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK1.............................................................................................................................................1
1.1 Role and purpose of Human resource management in service industry ..............................1
1.2 Human resources plan based on analysis of supply and demand .........................................3
TASK 2............................................................................................................................................5
2.1 Current state of employment relations in a selected service industry...................................5
2.2 Employment law affects the management of human resources............................................6
TASK 3 ...........................................................................................................................................8
3.1 Job description and person specification for a selected service industry job........................8
3.2 Compare selection process of different service industries businesses................................10
TASK 4..........................................................................................................................................11
4.1 Contribution of training and development activities to the effective operation..................11
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Human resource management is defined as process of managing employees within the
organisation and involve recruiting, hiring, deploying, training and motivating employees. It is
way in which an organization hires new employees and trains those for new works. It is the term
used to describe formal systems for the management of employees with in the organisation. The
responsibilities of HRM fall into three areas such as staffing, benefits and employees
compensation and designing or defining work (Birasnav, 2014). HRM defined as, a strategic
approach to acquiring, developing, managing, gaining and motivating the employees of the
organizations. This present report is based on service industry that is known as Airline industry.
It is a broad group of business which provide services to customers. It is totally focused on the
satisfaction of the customers needs which are provided by them. It provides food, drink and
accommodation and also involves entertainment and fitness to their customers. Under this
mention report the role and purpose of HRM, analysis of supply chain, employment law and
training and development activities will be covered that how all these activities plays a good role
in the Airline industry.
TASK1
1.1 Role and purpose of Human resource management in service industry
HRM play a big role in service industry to mange people as business resources. It
managing people, planning and forecasting, recruitment process, contracts of employment,
developing and monitoring of employees, training and development and budget monitoring.
HRM purpose is to provide advice managers on many issues related to employees to help the
organisation achieving its goals. Role of HRM are as following:
Recruitment
It is a process of attracting, short-listing and appointing candidates for jobs within an
organisation. In the service industry HR team is to maintain staffing levels to ensure the
organisation has the right people in the right job at the right time (Aswathappa, 2013).
Contact of employment
It is an agreement between an employee and employer. It could be oral or written and
implied and express. It specifying terms and conditions under which a person consents to
perform certain duties as directed and controlled by employer.
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Deployment and monitoring of employees
In service industry monitor employees to improve productivity and protect corporate
resources. Organizations engage in employee monitoring for track information to avoid legal
liability or protect trade secrets (Armstrong and Taylor, 2014).
Training and development
Training refers to imparting specific skills, abilities and knowledge to an employee and
development refers to the learning opportunities designed to help employees grow. Training and
development help the employees to enhance their skills and knowledge and help the organisation
to achieve its goals.
Relationship
It refers relation to a organisation's efforts to manage relationship between employees and
employer and an essential factor in the running of an organisation. In service industry it is
between the customers and the staff. If the relation of the staff is better with the customer, they
use the services of them again.
Purpose of HRM
It create a bridge between line management and the organisation's workforce. HRM has
several key purpose. The productivity of the organization directly rests with the quality of its
employees.
Internal customer management- HRM serves internal customers and creates external
relationships. An internal customer can be a co worker, another department or a distributor who
depends upon the organisation to provide products or services.
Laws- If the employer organisation hires union labor, HRM must understand labor
relation and negotiation. Retirement plans, benefits and conflict resolution fall within the HRM
domain.
Soft HRM
It is an approach to HRM that involves treating employees who are key to Their long
term business assets. Soft HRM takes account of the emotional needs of employees as
individuals (Alfes and et. al., 2013). This management focus on the roles, rewards and the
motivation of the employees. In it appraisal system focused on identifying and addressing
training and other employee development needs.
Hard HRM
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It is a staff management system in which workers are seen as a resource that needs to be
controlled to achieve the highest profit and a competitive advantage. The focus of this HRM is
on the task that needs to be done, cost control and achieving organizational goals.
1.2 Human resources plan based on analysis of supply and demand
Human resource planning is the continuous process of systematic planning to achieve
optimum use of an organization. It helps the management of the organization in meeting the
future demand of human resource in the organisation. Human resource planning based on supply
and demand (Bon and Mustafa, 2013).
Supply
It is focused on all elements of the business such as talent acquisition, talent management
and workforce balancing to meet future needs. It assessing the customer demand towards product
and services.
Demand
It focuses on the revenue projections,competitive trends, market consideration and
customer demand. It facilitation the planning process to identify the roles needed in order to meet
the business objectives and financial forecasts to meet future needs.
HR planning for Airline industry
There are following points for HR planning:
Identify main position in Airline sector- In this industry, every one has a position here is
example of crown Plaza. It is a multinational chain of full services. It is catering to business
travellers and to the meeting and conventions market.
Recognize the quality and skill required- To be successful in this industry an employee
need certain quality, that an employer look for and customer expect, such as
Communication skills- An employee should have good communicant skill because there
are many customers come from different places (Bratton and Gold, 2017). The employees can
communicate effectively both orally and in writing.
Computer knowledge- A employee has good computer skills and is familiar with every
technology application that are used in this industry.
Teamwork- Successful employees of this industry work well with others and be a
productive member of a team. They value the contribution of everyone.
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Knowledge of safety and Hygiene issues- Employees in Airline sector are familiar with
rules of safety and hygiene as they apply to food serving places and other places where the
people send time.
Recruit capable staff members which are suitable vacant position
There are three types of recruitment capable staff in Airline industry.
Targetting the right people
To recruit the best person the organisation ned to know about company needs, mission
and values. Create detailed job description for each position in the company , reflecting the
responsibilities, level of skills and experienced required. The organisation prepare well
structured interviews and test (Bresciani, Thrassou and Vrontis, 2012).
Choose suitable candidate through testing according to aptitude and interviews- There are
many ways to select candidates for vacant position. It can be range from a very simple process to
a very complicated process depending on the firm hiring and the position.
Aptitude test- it is a type of assessment to identified an individual's talent and ability to
succeed in a particular activity. This test measure verbal, numerical and abstract reasoning and
the resulting score reflects the person's ability to acquire, retain, organise and apply information.
Interviews- It is a face to face communication method for knowing information about the
potential job candidates. It is a powerful technique for having accurate information about other
people. There are three types of interviews such as preliminary,patterned and depth interviews.
Preliminary interview is an initial meeting to gather basic information about an applicant's goals,
skills and basic qualification. Patterned interview designed to appraise personality. Depth
interview covers the life history of the candidate such as academic qualification, health,
attitude,interest, work experience and hobbies.
Evaluate and monitor plan- In the Airline industry when the leaders conduct interviews
and test they monitor the plans that the plans are follow properly or not and evaluate the whole
process of recruitment (Calabrese, Costa and Menichini, 2013). Monitoring and evaluation is a
process that helps improve performance and achieve results. Its goal is to improve current and
future management of outputs, outcomes and impact.
Staff roles and working hours in Airline
The flight operation manger ensure the safe take off and landing of commercial and
military aircraft. Duties include coordination between air traffic control and maintenance
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personal dispecthing, using airfield landing and navigational aids. An operational manger
implicating airfield safety procedures, monitoring and maintaining flight records any applying
knowledge of weather information. The staffs required hours for working is 9 to 14 hours in a
day.
TASK 2
2.1 Current state of employment relations in a selected service industry
Employee relations
Employee relation offers resolution, facilitation an consultation strategies for workplace
issues. It assists in communication between employees and supervisees, corrective action and
planning, disciplinary actions, and exploration and clarification of policies and procedures.
Structure- The intention of this structure is to develop employee relations and into the
future in the spirit of partnership and continuous development of the organisation or industry. It
is expected that proper training will be undertaken by all people holding formal employee
relations roles to enhance the operation of the structure (Chelladurai and Kerwin, 2017).
Culture- It is the character and personality of the organisation or industry. It is about
business unique and is the sum of its values, traditions, interactions, beliefs, behaviour and
attitude. In Airline industry, it is a system of shared assumptions which governs how people
behave in the organisation.
Collective bargaining- It is a fundamental right. It is a key means through which
employers and their organisations and trade unions can establish fair wages and working
conditions. It is important because it permits employees to work together as a unit to negotiate
with employers on a more level playing fields. The basic objective of collective bargaining is to
arrive at an agreement between the management and the employees determining beneficial terms
and conditions of employment.
Negotiation- It is an industrial situations are typified by trade union negotiation where a
team from the trade union seeks to gain better pay and working conditions.
Consultation- It is a process by which management and employees or their
representatives jointly examine and discuss issues of mutual concern. It involves managers
actively seeking and taking the views of employees, either directly or through representatives
before making a decision (Hong and et. al., 2012).
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Employee participation- It is a tool that is used by the organisation to motivate
employees. When subordinates are involved in decision making at all levels it is known as
participation. It is the mental and emotional involvement of people in group situations that
encourage them to contribute to group activities and share responsibilities.
Involvement and conflict management- It refers to techniques and ideas designed to
reduce the negative effects of conflict and enhance the positive outcomes for all parties involved.
To remove the conflicts rise in the group involvement of management is good for remove them.
The aim of conflict management is to enhance learning and group outcomes, including
effectiveness or performance in an organizational setting (Hoque, 2013).
Empowerment- It refers to the delegation of some of some authority and responsibility to
employees and involving them in the decision making process. In management if employees are
given information, resources and opportunity at the same time as being held responsible for their
job outcomes, then they will be more productive and have higher job satisfaction.
Grievance procedures- This procedure are concerns, problems or complaints that
employees with their employer. There is no legally binding process that employees and employer
must follow when raising or handling a grievance at work.
Disciplinary procedures- It is an approach that used by organisation in management to
modify undesirable performance and behaviour through the use of a corrective action process.
This procedure is a way for an employer to deal with disciplinary issues. It is a critical tool for
succeed. This procedure followed in industries usually consists of framing a charge and issuing a
letter,consideration of explanation, issuing show cause notice, making a full fledged inquiry and
passing the final order of punishment (Jackson, Schuler and Jiang, 2014).
2.2 Employment law affects the management of human resources
Employment laws are designed to safeguard employers as well as employees from different
industrial disputes. These laws are generated to specify standard working atmosphere for
employees. Some employment laws that directly affect the service industries are:
Anti discrimination laws (Equality Act, 2010): Enacted to eradicate the discriminations
occur at workplace on the basis of caste, creed, colour, sex, religion. British Airways HRM is
greatly affected by this law as it cannot refuse the job to a candidate with disability. It adversely
affects selection process for industry(Lange and et.al., 2015).
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Equal Pay Act,1970: This act sets the limit of equal pay to both male and female
employees. Also employees should not be paid unfairly because of any disability. British
Airways HRM, has been affected by this law as various new strategies are adopted to track
gender pay gap and mandatory maintenance of annual report.
Federal Family and Medical leave act, 1993: this act says that the employees can take
leaves of 12 weeks in 12 months for reasons like health issues of himself or spouse(Nelson and
Burke, 2018). British airways HRM may get affected by this law because the law says that
employees do not require request from FMLA but the HR have to present specific data regarding
employees' leave. This tends to create abundant of responsibilities in terms of collecting relevant
informations from employees and present it to FMLA officers(Lange and et.al., 2015).
Health and safety at work Act, 1947: Under these obligations, industries are bound to provide
defined compensations and leaves to employees irrespective of availability of resources,
requirement of employees for a particular job(Nelson and Burke, 2018). HRM of British
Airways have the pressure of maintaining workplace protocols to prevent employees from any
hazards. Yet it manages to deliver a secured workplace to employees and have strong
compensatory policies to resolve safety issues.
TASK 3
3.1 Job description and person specification for a selected service industry job
“Job description” is a framework of any describing about its primary requirements to the
candidate. This data contains important job considerations that facilitate candidates to grasp
elementary factors of Job responsibilities.
“Person specifications” describes about the skills, ability, knowledge required by an individual
for performing the given job role.
Job Description Airport Operation Manager
Job Title Airport Operation Manager
Report to Head of the Department
Job location Heathrow International Airport UK Terminal 5
Responsibilities and duties To maintain active communication with Zonal Managers.
Analysing real time informations and data for rapid decisions.
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Close supervision of Network Operations. Explaining and
directing designed plan to operational team, advanced analysis
of faulty situations and measures to rectify it.
Qualifications Bachelor's degree in Aviation Management/ Degree courses in
Airport Operation Management, Safety Management course.
Person specification for Airport Operation Manager
Attributes Items Relevant Criteria Essential/Desirable
Skills and Abilities 1.1 Excellent communication skills for
delegating subordinates.
Clarity in Voice to command over
communication devices.
Leadership skills, Stress management, Multi
tasking ability, Adaptive.
Quick decisive power
Essential
General and
Specialist
knowledge
2.1 Familiar with Airport Information software,
Expert in data analytics, Formalised Written
and Verbal communication skill to
communicate with Airport authorities.
Essential
Education and
Training
3.1 Training Certifications for Aviation
conferences/ Airport Operations/ Airport
Safety Regulations.
Essential
Relevant
experience
4.1 Experience of safety and security
implications/ 2-3 months experience of
cabin crew management coaching.
Desirable
3.2 Compare selection process of different service industries businesses
Selection methods and practices
Behaviourally question: Behaviourally questions is been asked by the candidates to know
the perceptive and attitude of the candidate while working. These questions helps in analysing
the behaviour of the person within the workplace. In British Airways this questions are being
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asked by the candidates to judge their flexibility and adaptability in the dynamic environment
(Tang and Tang, 2012). .
Skills Tests: Skill test are being conducted to determine the minimum level of skill which
a candidate has. In British Airways, the candidates are taken skill to test the specific skill which
is required for a specific post.
Personality Tests: They are conducted to determine whether the person has a the suitable
personality trait to the targets of the industry or not. In British Airways, personality traits tests
are being conducted to analyse the traits of the person which is required to complete the targets.
Panel Interview: Panel interview is taken to carefully observe the candidate while giving
answers to the question. Panel usually consist of two or more members. In British Airways,
Panel interview is being conducted to analyse the gestures and postures of the candidates while
giving the interview.
Barriers of selection process
Selection is the process of hiring people with commitment but is often defeated due to
some barriers which are discussed beneath. Perception: Everyone has its own perception as everyone think differently. Selection
requires a person to determine and the abilities of the candidate and due to different
perceptions there is barrier in the rational selection of the people. Fairness: Fairness means that everyone should be treated equally. But the discrimination
related to gender or on the basis of age in the advertisement would minimize the efforts
of selection (Alfes and et. al., 2013).
Evaluating Selection and recruitment process
Personnel is the essential key for the successful industry and building a strong employee
roll requires a recruitment and selection process that analyse the strong candidates internally as
well as external of the company. The successful procedures that can expanded or ineffective
procedures which need modifications is determined by the best evaluation methods.
Methods of interview
Interview is in the form action. It is the verbal communication between the employer and
the candidate, so that he can take as much information as possible about the candidate. The
methods created to examine the candidate is discussed.
 Behavioural interview
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 Apprentice interview
 Puzzle interview
 Stress interview
 case interview Impromptu interview
Interviewing skills
Interview is the basic action done by an employer and candidate for selection. Beneath is
the list of interview skills (Armstrong and Taylor, 2014).
 Preparation
 Punctuality
 Thinking before speaking
 Speaking clearly, cohesively and softly
 Not being arrogant and be confident
 Active listening
 Expressing positivity in words and body language
 Showing interest
Short-listing
Short-listing means to select some appropriate candidates from a large list. A reduced list
of people is being selected on the basis of judgement of some situation that has been taken don
from a larger list.
Difference between BA and TfL
British Airlines Transport for London
 It is the flag carrier and the largest
airline in the United Kingdom. It is
established by British government.
 BA was created in 1974 after a British
Airways Board was established by the
British government to mange the two
nationalised airline corporations.
 In the hiring and selection process they
use testing methods, psychometric
 It is a local British government body
responsible for the transport system in
Greater London, England.
 TfL was created in 2000 as part of the
Greater London Authority by the
Greater London Authority Act.
 TfL make competency based interview
process, situational judgement test,
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trails, interviews and group exercising.
 BA shortlist the candidate by following
proper way of hiring or selection
process such as physical test, online
ability tests and others.
online ability test, video or telephone
interview and face to face interview.
 TfL organise various kind of section
process such as test, interview and
others.
TASK 4
4.1 Contribution of training and development activities to the effective operation
Link between induction program and training
Induction training is the process in which introduction of new employees is done in order
make them friendly and adjust themselves to the new job role or profession. Training and
induction is systematic. The characteristics of induction training involves:
 Training is the vital part of the organisation
 The training process helps the organisation to shape the employment
development.
 Under formal training, skills are planned and addressed systematically.
Training Versus Development
Basis Training Development
Meaning It is process under which
trainees get better
opportunities to learn specific
skills which are needed to
perform the job.
It is educational process that is
related with overall
development of staff members.
Objective Its main objective is to make
improvement in working
performance of staff members.
To prepare the staff members
for face any future challenges.
Time duration It is short- term process and
also for fixed time duration.
It is long- term process.
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Focus Its major focus on the
technical skills.
Its main focus on the human as
well as conceptual ideas.
Benefits of training and development
Training and development is required in an industry for the employee to gain knowledge
and skills and to understand his job description within the workplace (Birasnav, 2014). The
benefits of training and development are:
 It improves employees performance
 It improves employees satisfaction and boost the morale of the employee
 It help them to address their weakness.
 It helps them to gain a consistent experience and background knowledge
 Productivity increases and there is stability to quality in standards
 Helps in increasing innovation in strategies and products
 Staff feel more secure and so the turnover of the employees is being reduced
In British Airways, Training and development is given to the employees for their overall
development and to increase the productivity of the firm. It also help in increasing the efficiency
and productivity of the employee within the organisation.
Training Need Analysis
Training need analysis is the method to analyse the difference between the needs of
training and training. It is the first phase of the training process and analyse whether training
given will be beneficial and will resolve the problem which is being identified (Bratton and
Gold, 2017). In British Airways, this is need to determine whether the employee will require
training and the outcomes of the training within the employee.
Role of training and development of BA & TfL
BA organise various kind of training and development program for the improvement of
employees by which they can show their potentiality on customer service. The trai8ngh
programmes that have been set by the HRM department at BA are extensive research were
conducted in order to identify the most appropriate form of helpfulness, a one week training
programme managing people first are organised by BA.
TfL also organised various kind of training and development programme to provide good
services to its customers. The HRM department of TfL provide learning and development
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programmes, talent and other programmes which are necessary for the employees and other
functions which are helpful for the company.
CONCLUSION
Human resource department acts as a competitive advantage for the industry. Therefore
the main focus of service industry is to focus on employees to so that they can contribute to an
effective business. Human resource management refers to strategic approach to effective
management of workers of company so that they assess business to gain the competitive benefits.
From the starting it throws light on the key elements in human resource management. It also
determines the employment law and how it affects service industries business and the current
state of employee relations in service industries. It also involves the practicalities of the
recruitment and selection process in order to develop the skills required to effectively administer
the human resources function.
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REFERENCES
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Jackson, S. E., Schuler, R. S. and Jiang, K., 2014. An aspirational framework for strategic human
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Online
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