Resource Management for Service Industries Assignment

Resource
Management for
Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
a) Introduction........................................................................................................................1
b) Role and purpose of human resource management in selected service industry...............2
c) Human resource plan based on supply and demand of service industry business.............3
d) Contribution of training and development activities for effective operations of service
industry...................................................................................................................................4
e) Conclusion .........................................................................................................................7
TASK 2............................................................................................................................................8
REFERENCES..............................................................................................................................19
The Goals and Objectives of British Airways. 2019. [Online]. Available Through:
<https://bizfluent.com/list-7499971-goals-objectives-british-airways.html>......................19

INTRODUCTION
Human resource management is defined as set of activities like recruitment, selection,
training and management of employees within organisation for aligning the efforts of employees
toward accomplishment of organisational goals and objectives (Alfes and et. al., 2013). The
Airlines industry is fastest growing sector as the demand of people regarding travelling is
gradually increasing which further enhance the demand of airlines services. British Airways has
been considered for this project which provides aviation based services. It is headquartered in
Harmondsworth, United Kingdom. This report contains information regarding role and purpose
of HRM along with the justification of human resource plan which relies on analysis of demand
and supply. In addition to this, it also contains detailed description regarding the current state of
employment relations and effect of law over HRM. Despite of this, report also contains
information regarding personal specification and job description along with comparison between
the selection process of two separate organisation working within similar industry. At last, there
is an assessment of training and development along with its contribution toward effective
operations of service industry.
TASK 1
a) Introduction
Human resource management is most essential function of an organisation which support
in aligning the efforts of worker toward the accomplishment of organisational objective while
keeping them motived toward their roles and responsibilities (Budhwar and Debrah, 2013). In
context of service industry, British Airways is flag carrier airline and considered as second
largest airlines in terms of fleet size and passengers carried. British Airways belongs to Aviation
industry and ranked among the top players of Aviation industry. The main goal of British
Airways is divided into three main areas such as aviation(adoption of latest products, services or
equipments for better service quality), Premium (ensure high quality service access by
passengers) and Global (Appeal to all passengers either for business or leisure travel for getting
repeat visit) (The Goals and Objectives of British Airways, 2019). British Airways provide its
services throughout the world but to maintain its market position it is crucial for British Airways
to maintain the quality or performance performed by employees. This is because employees act
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as a face of organisation who directly interact with customers and represent themselves on behalf
of company, hence they are responsible for growth and success of company.
b) Role and purpose of human resource management in selected service industry
It is crucial for HR manager of British Airways to keep employees happy so that they
would provide better service experience to customer (Chelladurai and Kerwin, 2017). In order to
manage the employees and work performed by them, HR manager comply with several purpose
and roles within British Airways that are mentioned below:
 Planning and Forecasting:- The HRM mainly focuses on forecasting the requirement of
employees for performing work, so that hiring can be done in timely manner without
hampering the work. The HRM team of British Airways regularly evaluate the workforce
performance and required so that all the resources can be made available on timely
manner.
 Developing skills for future:- Another role of Human Resource Management is to
ensure proper development of employees so that desired performance level can be
obtained along with personal development of employees and their career (Huselid and
Becker, 2011). The HRM team of British Airways mainly focuses on organising training
and development program on regular interval basis for keeping the skills of employees
updated as per the competition arise in market.
 Recruitment:- The role of Human Resource Management is to hire right person for right
place in order to enhance the level of performance by performing adequate recruitment
process. For hiring high skilled person, British Airways mainly involve number of test to
select best possible candidate on the basis of their technical and interpersonal skills.
These are the major role of HR department within British airways which help company in
dealing with the competition present outside. Despite of this, the main purpose of HRM is to
enhance the productivity level by keeping the need and requirement of staff fully satisfied. The
another purpose of Human Resource Management team within British Airways is to ensure that
work performed within organisation must be in ethical manner by considering all the legal
aspects and standards fixed by Government.
c) Human resource plan based on supply and demand of service industry business
Human resources planning support a business in planning and hiring of employees as per
the requirement of organisation in order to accomplish predetermined goals and objectives. As
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