Human Resource Management for Service Industries

This report discusses the concept, role, and purpose of HRM in British Airways. It explores the effects of employee relations and employment laws on the company. The report also provides insights into the recruitment process in British Airways.

HUMAN RESOURCE
MANAGEMENT FOR
SERVICE INDUSTRIES

Contents
INTRODUCTION.....................................................................................................................................4
TASK 1.......................................................................................................................................................4
1.1 Concept, role and purpose of HRM in British airways................................................................4
1.2 Human resource plan based on supply and demand of British airways........................................5
TASK 2.......................................................................................................................................................6
2.1 Effects of employee relations on British airways...............................................................................6
2.2 Employment laws in British airways.................................................................................................7
TASK 3.......................................................................................................................................................8
3.1 Recruitment in British airways..........................................................................................................8
3.2 Selection process in British airways..................................................................................................9
TASK 4.....................................................................................................................................................10
4. Effects of training and development in British airways.....................................................................10
CONCLUSION........................................................................................................................................11
REFERENCES........................................................................................................................................11

INTRODUCTION
Human resource management is the process of hiring new and job suited candidates to
achieve organization goals. In this context, the HR manager of company plays an essential role
in selecting new employees( Boxall and Purcell., 2011). They provide training to the employees
and gives them knowledge according to their individual’s requirements. This report is carried out
in the context of British airways. British airways are the largest airline in UK based on fleet size.
The manager of British airways plays an important role in achieving company goals and
objectives (Schwab., 2017). The role and purpose of HRM is also been discussed in this report.
Along with this, employee relation and employment law also effects British airways. Further,
some recruitment process and selection process, training and development process, contribution
of training and development of in British airways is understood by thus report.
TASK 1
1.1 Concept, role and purpose of HRM in British airways
Human resource management
It is the process of recruiting and provide training to new employees in organization
whether they are skilled and semi-skilled. In context of British airways, the manager of company
also hires best suited candidates in order to achieve organization goals.
Concept of HRM
Some concepts of HRM used in British airways are as evaluated below:
 Planning and forecasting: In this concept, the manager of company make estimates and
plans of the number of employees required to meet goals.
 Recruitment process: In this process, the manager of company recruit candidates
according to the requirements and their skills.
Contracts of employment in HRM: It is an agreement between an employee and employer.
This contract is based upon oral and written (Armstrong and Taylor., 2014). This consists of
government laws, policies of company and also provides details regarding contracts.
 Training and Development: In this, the manager of company provides training session
to the new as well as old candidates to achieve company objectives.
 Deployment and monitoring of employees: This concept of HRM ensures that whether
the employees of company are in an optimal relation to their works and towards the
organization. The manager of company also monitors performance of employees in
company.
 Budget monitoring: It is considered as an powerful cost management tool for the
company. It is the process of identifying actual financial performance and budgeted
amounts which helps company to determine and monitor performance in meeting their set
goals.
Role

The HR manager of British airways plays a vital role in accomplishing organization
goals.
Employee engagement: In this, the manager helps in developing organizational structure along
with focusing on strengths of employees (Chelladurai and Kerwin., 2017). They also encourage
employees and communicate with them in resolving issues which leads to better employment
engagement.
 Performance appraisal: The managers of company provides feedback to its employees
according to their performance which encourages workers and help company in reach
their goals in time.
Purpose of HRM
 The main purpose of HR manager of British airways is to help organization in attaining
goals of company effectively and efficiently.
 It is the purpose of HRM to provide its employees with all facilities and benefits.
HRM of British airways also provides its employees with professional trainings to increase their
performance and also helps them to resolve their issues (Lusch., 2011).
1.2 Human resource plan based on supply and demand of British airways
Human resources planning helps the company to ensure about whether the resources are
optimally utilized. It is a tool which identifies skill and competency gaps in human resource.
This plan also plays an important role in British airways in maintaining a balance between
supply and demand of employees within and organization (Chelladurai and Kerwin., 2017). It also
influences internal and external factors of human resource planning in changing environment.
Forecasting demand and supply
Demand forecasting
External environmental
challenges.
 Economic
developments
 Technical changes
 Social changes
 Legal changes
 Competitions
Organizational changes
 Strategic plans
 Budgets
 Sales forecast
Balance demand and supply
Reductions (Surplus)
 Terminations
 Deaths
 Retirements
Recruitments (Shortage)
 Recalls
 Part-time jobs
 Full-time jobs
Supply forecasting
External factors
 Labor mobility
 Government policies
 Unemployment rates
 Demographic changes
Internal factors
 Replacement charts
 Skills inventories
 Management
inventories
 Succession planning

The above plan of human resource is made in the context of British airways. In the first
elements, demand refers and considers the number and type of people which are required by an
organization to meet goals and objectives (Jiang, K. and et. al., 2012). The demand forecasting
involves different factors such as, internal, external and organizational factors which identifies
the demand for labor. In this context, demand forecasting involves three major methods which
are as follows:
 Executive Judgement: In this method, the executives of company sits together to
analyse the future requirements of manpower. This also known as ‘bottom up’ approach.
On the other hand, ‘top down’ approach involves top management sits together to analyse
needs of human resource management. In context of British airways, both executives help
to analyse demands of HRM.
 Work load forecasting: This method is also known as work load analysis. Under this,
the work load of management is determined. In this method, the employee capacity of
British airways is calculated on the basis of man-hours. Each unit are required by man-
hours and then the calculation is done on the basis of number of employees required.
 Statistical techniques: This is beneficial for British airways because statistical or other
data is easily analysed with the help of computers. It is a long range demand forecasting
of human resource.
Supply forecasting is the process of making budgets or estimates of human resource by
considering current and future availability of human resources. It is dependent upon the internal
and external factors such as, Local factors and national factors.
Local factors involve:
 Population density
 Local unemployment stages
 Local transport facilities
 Communication facilities
National factors involve:
 Impact on changes in educational systems
 Impact on national education facilities
 Social and cultural norms
TASK 2
2.1 Effects of employee relations on British airways
Employee relation refers to the relationship between employee and employees within an
organization. It involves the behavior and communication between both of them (Chang,
Gong,and Shum., 2011). It is considered as an important source in British airways and helps them
to achieve their goals. In this context, some employment relations of British airways are as
evaluated below:

 Structure and culture: These plays an essential role in relationship of employees. The
culture and structure of British airways also influence employee’s relation widely. It is
important for HR manager of British airways to look after the culture and structure so
that they can perform their activities well and accomplish their allotted tasks. The
atmosphere of company should be eco-friendly and hygienic so that it would be easy for
employees to complete their tasks.
Negotiation and Collative bargaining: It is process of negotiation which arises between
employees and employer on a certain specific issue (Ployhart., Van Iddekinge. and MacKenzieI.,
2011). In addition to this, employees and their executives of British airways have rights to
discuss on certain issues. In this, representatives of company follow procedures and practices of
collative bargaining.
 Participation and involvement: Both these concepts are used in HRM of British
airways. Employees participation and involvement in activities of company is essential to
accomplish goals and reach to the allotted targets.
 Employee communication and consultation: It refers to developing and involving
employees in an organization. In context of British airways, employees will perform their
tasks well if they know their work and duties well. The size of organization does not
affect employees to perform well. It is important for manager of company to
communicate and consult with employees and exchange information with them.
 Conflict management: It is important for HR managers of British airways to manage
communicate effectively to manage conflicts. It is important for managers to resolve
conflicts.
 Employee empowerment: This plays an essential role for British airways employees to
perform well. When they feel empowerment at their workplace they tend to be more
productive. It also helps to strengthen the relationship between employees and employer
in the organization.
 Grievance procedures: It is the process in which the employees of British airways raise
internal issues and complaints with their employer in organization. Grievances results in
management policies and working conditions such as, wage rates, overtime, leave policy,
lack of career planning are considered into management policies. Working conditions
includes, unrealistic targets, poor safety and bad physical conditions, etc. On the other
hand, it also includes inter-personal factors such as, conflicts with peers and colleagues,
etc.
2.2 Employment laws in British airways
Under this, British airways follows some laws to reduce gaps between employees of
organization. This also helps to reduce discrimination between workers in organization. It has
been stated in this law that the company cannot terminate its employees on the basis of their race,
gender, religion, age, etc (Karatepe., 2013). Under this, there are some laws regulated by British
airways which are evaluated under the following statements:
 Employment Relations Act: This act includes the legal relationships between the
employees and employer of orgainsation. The act of Employee Relation 2000 promotes

fair process and good faith. To resolve issues related employment relationships, there is
establishment of Employment Relations Authority and Employment Court. It helps
British airways to promote effective employment standards.
Employment Rights Act: This act covers chief aspects of relations under employment which
includes, leaves, study, training and termination. The act of Employment Rights 19965, provides
protection regarding wages and payments to employees of British airways (Grönroos and Ravald,
2011). It is also known as unfair dismissal and employment rights act. This act is beneficial for
individuals of oraganisation which helps them to perform their tasks well.
 Equal opportunities law: Under this act, each employee has given all opportunities
equally within orgainsation. This law is passed in 1998 which prohibits workers from
discriminating between job nominees or employers on the basis of gender, castes,
religion, etc. British airways also follow this law so that each individual get equal
opportunities and perform their tasks well.
 Contracts of employment act: This act is passed by the parliament of UK in 1963. This
act is also known as “The first modern employment protection statue”. In this act, the
employees of British airways are given a minimum period notice before terminating any
worker from the organization. This contracts includes the following facts and procedures
of termination and they are:
Redundancies procedures: It is the act in which employers of company lose their jobs
due to certain circumstances or situations such as, closure of the business, reduction in
the number of staff, etc. entitlement. Under this, British airways gives information about
redundancies in written to its employees.
Ill health retirement: In this, worker may have offered of retirement on grounds of ill-health
(McWilliams and Siegel., 2011). British airways offer this benefit to its workers which provides
them pension scheme and payment scheme on the basis of ill-health.
Resignation: Under this, when an employee of an organization resigns from company
then the employer of the firm gives a written notice via a letter to the workers. In this, the
employer of British airways is free to resign and can quit from the company according to
their own requirements.
Maternity and Paternity Rights: This benefit is given to the employees whose partner
are having a baby, adopting a child. In this, the employees are paid by the company for
these leaves. This benefit is also given by British airways to its employers so that they are
secured about their jobs and can stay in the company for a longer period.
TASK 3
3.1 Recruitment in British airways
It is the process of hiring new and skilled candidates to perform job roles in an organization. The
HR manager of company plays an essential role in recruitment process. This is carried in the
context of British airways cabin crew, it is the duty of HR manager of company to recruit
candidates which put efforts in organization to achieve goals. The managers also provide training

to candidates in order to accomplish their tasks in allotted time frame. In addition to this, there
are some factors which affects labor market in organization are as evaluated below:
Factors affecting labour market:
 Organization needs analysis: It refers to the way which helps company to gather
information regarding the performance of employees. It helps to know the segments of
organization where an employee needs to improve in its performance to achieve
objectives. It is also important for British airways to analysis the workers are in right
place or not. This is essential for company to fulfil organization needs so that thewy can
perform their activities well.
Job analysis: It is the process to identify and analyses the job role and duties. This also essential
for the employees of British airways (Montoro-Sánchez and Ribeiro Soriano., 2011). This includes,
general information, summary of job, salary considerations, all duties and responsibilities, etc.
 Job design: It is the method of human resource management which is related to the
methods and relationship of jobs to satisfy personal requirements of job along with
orgainsational needs.
 Job description: It is a document which describes the general tasks, duties and
responsibilities of a position in an orgainsation. This is also an important aspect of British
airways to achieve its goals.
 Person specification: It is the description of abilities, skills, knowledge and attributes of
a candidate. This is a set of skills and duties which an employee has to perform in
company to achieve goals. The employee of British airways also need these person
specification to perform their activities.
 Methods of recruitment advertising: This is one of the most common methods of
recruitment. This method is also adopted by British airways to attract the kind of
candidates towards their company. Company give advertisements and promote its
company by giving location, job title, etc.
3.2 Selection process in British airways
Selection is the process of selecting skilled and job suited employee to perform tasks well. The
process of selection is long and complex which involves various steps of selection. British
airways also select the best candidates by this process (Hancock and et. al .,2013). This process
helps to know about the candidates and its skills which the company is hiring for performing job.
In this context, there are some process of selection of British airways as follows:
 Selection methods and practices: In this, the first priority of company is to select best
candidates which helps company in achieving goals by its efforts. The process includes
various steps such as, behavioral questions, Skill tests, personality tests and panel
interview which helps in selecting best suited candidate for job.
 Barriers to effective selection: In process of selection, there also some barriers arise
while selecting candidates in British airways:
Ineffective recruitment: In this, if the HR manager of company fails to attract the
qualified candidates then the right candidate will not be selected.

Perception: In this, the manager fails to select the right candidate if they compare
competencies of others. It is a barrier to select right candidate if the managers understand
the candidates accurately.
Evaluating recruitment and selection process: It is the human resource function of
determining and hiring the most qualified employee for job (Chiang and Hsieh., 2012). This
process also plays an essential role in British airways (Batt and Colvin., 2011). This process
involves, job description, recruitment, screening and selection which is important for company to
hire candidate.
 Application form design: Each company has its own application form which a candidate
has to fill while applied for interview in any organization. British airways have also
design its application form which includes details of candidates, etc.
 Interview methods: It involves some methods of interview to select a candidate for a job
profile. The various methods which used by British airways to judge individual selecting
for job and they are, behavioral based interview, case interviews and informational
interviews.
TASK 4
4. Effects of training and development in British airways
It is the process in which the HR manager of British airways provides training and
development session to make its employees professional so that it will be easy for them to
perform tasks and resolving issues.
 Induction program and training: There is a link between both induction and training.
Induction program refers to selecting new employees to company and prepares them for
new job. On the other hand, induction training includes entry into the company by
providing them information which they require for job. This is considered under British
airways in order to welcome and provide training to new employees so that they can
perform their tasks easily.
Role and need for training: They both are essential for an employee in an orgainsation.
Training helps to strengthen the skills and knowledge of employee (Grönroos and Voima., 2013).
The manager of British airways also provides its employees with training process to reduce weak
links and improves their performances.
 Training versus development debate: In this, the manager of British airways ensures
that the employees that the workers are equipped with skills and abilities so that they can
handle the working and their jobs.
 Training and development activities: It involves soft skills development, personal
effectiveness, time management, effective leadership, etc which are essential for British
airways to provide to its employees. In this context there are some training which is
important for employees to perform tasks and they are, professional and legal training,
team training, managerial training, etc.

 Use of appraisal and target settings: In this, the manager of British airways gives
performance appraisal to the employees in the form of positive feedback which helps
them to make more efforts. It is important for company to give appraisals so that
employees perform their activities well and reach to their targets.
 Barriers and altitudes to training: There are also some barriers of training which
affects the company. It is important for British airways to select professional trainer to
train employees otherwise employees will fail to reach their targets.
CONCLUSION
From the above report is has been stated that Human resource management plays an
essential role in employment relations and laws. It is important for the company to provide
training and development program to its employees so that they can achieve their goals and
objectives in allotted time frame (Talib., Rahman and Qureshi., 2011). In the above assignment,
some recruitment and selection, training and development process have been understood.
Training and development program also plays an essential role in British airways in achieving
their goals and targets. The person and job description is also important for candidate to perform
tasks easily.
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Vancouver