Human Resource Management at British Airways

This assignment examines the human resource management (HRM) practices of British Airways. It delves into various aspects of HRM, including recruitment, training and development, performance management, and employee relations. The analysis draws upon relevant academic literature and publicly available information about British Airways' HRM policies and procedures. Students are expected to critically evaluate British Airways' HRM strategies and discuss their effectiveness in supporting the airline's overall business objectives.

Resource management for
service industry

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1 ...........................................................................................................................................3
1.1 Analysing the role and purpose of human resource management in a selected service
industry...................................................................................................................................3
1.2 Human resource plan based on the analysis of supply and demand for airline firm's......6
2.1 Current state of employment relations for Airline industries...........................................9
2.2 Impacts of employment laws in management of human resource at airline industries .10
TASK 2..........................................................................................................................................12
3.1 Job description and person specification for airline enterprises.....................................12
3.2 Comparing the selection process of different airline service industries businesses.......13
4.1 Assessing the contribution of training and development activities to the effective operation
of airline firm's business.......................................................................................................15
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................17

INTRODUCTION
Human resource is responsible for managing functions of enterprises like staffing, hiring
employees, recruitment, compensation, profits, policies and contracts of workers etc. This report
written for airline company and its management that serves its services on airways via airlines
(Chelladurai and Kerwin, 2017). This document covers roles and purpose of human resource.
Also, displaying concepts in management such as, planning and forecasting, process of
recruitment, deployment and monitoring employment, etc. Furthermore, it is justifying plans of
HR based on an analysis of supply and demand for firm which is displaying creation of its plan,
analysing supply and demands, and external as well internal factors. Lastly, this document is also
presenting current state of employment relations, their laws that affect organisation and job
description according to airline's industry.
TASK 1
1.1 Analysing the role and purpose of human resource management in a selected service industry
The human resource are the person that has responsibility of managing firms staffing,
recruiting, performance, profits, compensation, structuring and concentrating on the systems and
policies. Here HR is handling formal system in management of British Airways which is
inherited (Lange and et.al., 2015). Organization aims to increase profits so these are optimized
by HR via implementing performance of workers. Its basic goal is to retrieve details of retaining
talent, development, and make alignment work for airline firm (Mok, Sparks and Kadampully,
2013). For example British Airways, it is superior contributor in an organization. It makes more
incomes via improving performance of employees in procedure of enterprise. On other hand, Be
At One cocktail bar is improving their customer services by serving better facilities to other bars
like interactive menus, offering schemes, vouchers etc. so it will interact clients. It consists
analysation, requirements in planning, training and orienting, hiring and recruiting correct
worker, handling salaries and wages, incentives and profits, performance evaluation, resolving
conflicts and making connections with all employees at all branch. In management of personnel,
including leadership, effective skills in negotiation and knowledge of its organization.
 Role of Human resource management : Main aim of HR give training, hiring and
developing employees performance in firm wherever it is required via developing their
knowledge by retrieving details and giving effective training. This information also used

for promotion with their skills and work. This will minimize requirements in recruiting
for external environment. This is determined as cost effective way to manage workers. It
implementing changes whenever it requires in future by the HR and also making plans
that are useful for its change. Like British Airways is rapidly growing in new markets
(Riley, 2014). For example it is providing its service in 160 locations. It also consists
domestic areas using air Canada, emirates, etc. On other hand, Be at first cocktail bar is
serving their services only to its place. Organization implementing new technology for its
services to customers so it will increase profits and also improving their skills. Gaps like
leaving employee their job, retirement, etc. is fulfilled by the enterprises via promoting
them and hiring new workers.
 Soft and Hard HRM: Human resource management is defined in two structure soft and
hard HRM. In soft, HR using models which are emphasized by their self-direction and
individual knowledge. Like their behaviour, at the mid which is strategic approach
(Armstrong and Taylor, 2014). In Hard HRM, strategic fit is measured by models which
are ratio and performance management. Human resource, first analyse problems or
conflicts in airline company using this hard and soft HRM.
In soft HRM, workers are treated best because they are important resource of firm. Their
requirements are planned and handle as an individual (Hoque, 2013). Concentration of human
resources, is on staffing and related things. Like in motivation, roles, rewards, etc.
Benefits of soft HRM:
 Human resource, focuses on long term planning for workforce.
 Creating strong and connections.
 Pay structure is competitive including their performance with their rewards. Such as
share options.
 Workers are motivating so that they will understand and take their responsibility.
Benefits of hard HRM:
 Short term updates in number of workers.
 Less connection and communication from top management.
 Human Resource selecting knowledgeable and skilled staff.
 Creating structure of management for organisation.
Roles according to its purpose of HR of airline industry is given below:

 Planning: In the process of Human resource management is identifying existing and
future needs for implementing and developing structure of plan that meets its
requirements (Sparrow, Brewster and Chung, 2016). Also, observing all operations in
British Airways which are effectively work.
 Forecasting: Airline industry, forecasting by HR involves labour requirements and their
effects (Boella and Goss-Turner, 2013). It identifying staffing for long and short term
requirements according to services which are measured by growth of office. So these
source affecting firms operations.
 Process of recruitment: It is important in HRM for recruiting staff members in
enterprise. It is providing qualified and educative peoples for hiring peoples.
 Contracts of recruitment: Paper work is important for appointing staff members in
airline companies. So employees know rules and regulations of firm.
 Deployment and monitoring of employees: Selecting employee is wide concept as
compared to observing workers (Heizer, 2016). It is long procedure which must meet
according to condition of airline firm.
 Training and development: It is essential because it will increment employee’s
performance and it will maximize income of organization. It will improve skills and
knowledge in order to their ability and their learning.
 Monitoring budget: Human resource is creating structure for plans for future budget so
they will analyse past and current details of airline industry (Smith, Maull and CL Ng,
2014).
Human resource planning is essential in an organization for management of workers so
there are some external and internal factors that are impacting on HRM that are given as below: Legal: Employment law is the legal system that is always modified in order to time. It is
affecting in human resource plans and also takes time for its implementation.
Organizations have to up do date for legal laws in employment. This factor affects firm's
structure and its policy. Compensation: It is the way for giving compensation in amount of money to employees
for attracting them by the organizations. Many firms offering this compensation that
helps workers to do their work with full efficiency and its drive in labour supply. It is
effecting in employee's behaviour and their performance in an enterprise.

 Technological: In human resource planning new skilled workers who have the
knowledge of new technology is required in firms and enterprises also providing training
for innovative technology which is essential in HR planning. This is impacting on work
performance of employee's.
 Relations of employee: it is internal factor that impacts on worker's behaviour. For this,
leaders always motivates their staff members so that they can do their work with their
best. Mangers are maintaining good relationship with their employee's so it will make
them positive.
Many plans are changed in planning of human resource management according to firm's
requirement, environment and time. It consists five factors which are consisted in HRM for
environmental change, they are: technological and economic changes, work force diversity,
firm's recruiting, globalization and changes in nature of work. In technological change, workers
are changed by manufacturing technology and machines. Economy is different with changes in
order to countries rules and regulations. In work force diversity, it is an attribute of people which
are used to tell themselves that they are different from others. It consists some factors for them
which are, sex, race, values and cultural norms. This all are involves and affects the human
resource planning in organizations.
Analysation of demand and supply: It is deeply analysing all demands of products and
services in market, and supplies in an organisation by managers or leaders. It is economic model
that involves determination of products value. Labour and financial assets are monitored of an
enterprises products for a competitive market.
British airways human resource management system takes care of all the employees as
well as the organisation. Human resource manager provides training to its pilots and other staff
members to increase their productivity. They also look over employees increments, bonus, health
and safety plan. They have also adapted different schemes to evaluate the performance of their
employees (Marler and Fisher, 2013). Human resource management system of BA motivates its
staff members by giving them rewards and appreciation according to their performance. They
also allocate valuable resources which are very important for the organisation to improve its
performance.

1.2 Human resource plan based on the analysis of supply and demand for airline firm's
Airline industries serving their services according to its planning by analysing locations
and demands of clients. So firms firstly designing the process that will identify with future needs.
Also, implement and develop plans for achieving that requirements by observation of overall
operations in organization (Eaton, 2017). These operations are effectively monitored that they
are working well or not. Sometimes, firm’s preparation for typical plans which are working is
not guaranteed. Enterprises have three provision processes which are as below:
 Operational plan: Implementation of tactical plans in routine process at firm is
concentrated by enterprise. In airline firm's, every training program is deal in step by step
procedure for its success.
 Strategic plan: For importance in strategic aims of airline companies, properties are used
according to condition, general plans and actions which are outlined. For creating
excellent service to the customers, firms making design that are sets up in this strategy
which is observed for to retrieve clients long term loyalty.
 Tactical plan: This plans is used for retrieving strategic plans by creating and
implementing tactical ideas (Manvi and Shyam, 2014). So training staff is programmed
for making a set for these planning.
 Forecasting: For future in corporate requirements, airline firm's and HRM is anticipating
the acquirements of training. In development of planning for businesses, many sources
and factors like international competition, brand management, issues on joint ventures,
etc. be forecasting.
PESTLE:
Airline industries has done PESTLE analysis to examine the effect of political,
economical, social, technological, legal and environmental factors on their business decisions.
Political factor includes safety and political stability of the passengers. Fuel cost,
currency exchange price are the economic factor which directly affects the growth of airlines
company.
Technology advancements in airways pays an important role in airways. Internet in
mobile phones is used by people for know airline sites and their details regarding to trip. Like its

cost, facilities of airline industries, safety for customers, etc. so technology effects in providing
information as positively for airline industries.
In social factor, business travellers or passengers always looking for trusted companies
for airlines. So that people ensuring their journey that must going to be safe and smoothly. The
passengers are going to be more concerned related to prices because of economic downturns
compels the persons. Less cost is provided by many airline companies so people comparing these
airline firm's for his/her suitable airline.
Economic factors like currency exchange rates, inflation rate and economic climate of
different countries impact directly on airline company's performance. Fuel cost is major factor
for airline firm's. This factor at airline firm's is affected by global downturns. Like, the prices of
oil and services are maximizing, financial crisis, etc.
Environmental factors like noise, waste management, air, water pollution etc. these all
factors are faced by airline industries. Many companies of airlines are concerned by
environmental things like climate change.
Organisational objectives: The main objective of airline industry is to fulfil the
customer's requirements and make profits. Airline firm's aim is to become global premium
airline of the world. They are focusing more on providing the best services to the passengers,
improve their position among top countries and maintaining top choice of the customer's at the
international flights.
Human resource planning: Human resource plan is created to fulfil the gap in their
personnel resources by referring to balance the supply and demand of employees in the customer
service department of airline firm's. Organisations want to deliver best and unique services to the
passengers. For which, they have decided to hire more number of workers to improve their
customer service.
Identification of human resource gap: Airline companies has less number of employees
which has increased the workload of other employees. Supply of human capital is very necessary
to increase the productivity of the organisation.
Shortage of human resource: Many airline companies are facing problems due to
shortage of employees. They require more human capital to fulfil the needs of their customers.

Action plan for bridging gap: In order to overcome this problem, human resource
management has decided to hire more employees in order to achieve their above specified task.
They are recruiting candidates externally by giving advertisements of vacancies on their
company website and other channels so that more candidates will come to know about their
vacant position.
2.1 Current state of employment relations for Airline industries
Performance of employees and its related activities is assessed by human resource and it
is very crucial operations at airline firm's (Hong and et.al., 2013). So this can be assumed for
enterprises procedure. This process is playing major role for retrieving companies aim by
monitoring work of workers. For this, HRM in airline firms are making a chain for assessment.
Such as, Details of overall performance according appraisal scheme and increase improvements
in work of employees in relation of activities of workers and also their rewards.
Structure of reward and payment of workers: The structure for rewarding and paying
to employees depending on their work and their activities. Promotion is based on hard work of
peoples and then reward them according their operational actions. Nowadays it is mostly used in
firms for their improvements in system. So organisations encourage workers for maximizing
their performance by appreciating. This structure is based on four things: payment,
compensation, remuneration and reward. For payment, consisting non-monetary or monetary
costs. Human resource for establishment also including in strategic plans according contribution
to workers for pay system (Jennings and Stadler, 2015). HR responsible for creating objectives in
planning of rewarding construction. So this also consisting bonus scheme which is paid for all
workers. For example: Pay system is developed for employees in airline firm's which are
transparent, fair-able and equitable.
Participation of workers: This is playing major role in performance and activities for
organisational structure. Workers work can be measured by their contribution in organizations.
When employees are satisfied with their duties, then they will give their hundred percent on their
work with proper concentration. So human resource are encouraging them so it increases their
confidence and performance and also maximizing profits for firm (Wilton, 2016). For this,
employee’s participation in various operational activities is essential because their involvement
is important.

HR creating some objectives for employment participation. These are aligned according
to organisational system for retrieving its aims. For these, Human Resource analysing level of
paying system and its objectives which are essential. Such as, in packages, rules and regulations
as compared to other service industries. HR is collecting information of employees like their
contacts, their nature and behaviour, etc. So, these will help to know satisfaction or
dissatisfaction of workers and also increasing their levels for their participation. It will maximize
ratio of assumption of their involvement by analysing their work. Engagement to workers, is
effecting on organisation system and its income. It will give results after encouragement that
increasing growth of enterprises, loyalty, good conditions at work, making discipline at job, etc.
2.2 Impacts of employment laws in management of human resource at airline indutries
The employment laws and rules in all firms playing major role because this helps to
know terms and conditions for employees and also making awareness for it (Sallis, 2014). There
are various laws which are affecting airline firm's which are as follows:
 Employment laws: Rules and acts assist to aware workers for to know their rights. It
consisting several laws like employment legislation, employment relations, laws for equal
opportunities, agreement rights etc.
 Employment legislation: It includes in form of safety and security laws for workers at
workplace. Part-time rules are developed by government for employees at work.
Legislations are some acts that are followed by enterprises for workers (Jackson, Schuler
and Jiang, 2014). These laws help them to know their rights at their duties. This rules
impacting on at selected employees and concerning related their works because some
workers are profitable for firm.
 Employment relations laws: This are created for to protect workers’ rights. It consisting
some aspects of employee and employer relationship. These are very essential for
workers which are complied with several legal laws. Like equal opportunities, it
including terminations and resignations of employees. In an agreement of joining, all
important details are listed in airline industries contract. This document displaying all
information regarding to his/her job. Sometime these agreements also affecting
businesses like if someone is not working good his/her duty then that report is arisen
issue in termination (Aswathappa, 2013). Sometimes if person wants to resign their jobs
then that legal document also crating problem. If that employee is profitable for firm and

his resigning also mismanaging staff work. Equal opportunities in an employment also
increasing conflicts in businesses. Human resource always selecting workers with similar
tasks concepts so that all can fairly complete their work according to their efforts.
 Redundancy procedure: Promotion and retirements are based on airline firm's policy.
This includes retirements, dismissal, maternity, paternity and ill health retirements. When
employee suffers from any kind of disease and is unable to work properly, then they are
eligible to use these leave policy. In absence of workers, their duties are managed by
other employees (Talk, 2016). This leads to mismanagement of the work as incomplete
task is given to other employees.
 Sick pay : employee is taking leave at work because of his/her illness. So this law is
determined as sick pay and these are categorised in two forms, they are statutory sick pay
and firm sick pay. At first, the all legal amounts are entitled and in second form is
consists additional generous sick pay of employee's by organization.
 Maternity: This law is created for new mothers for taking temporary leaves in an
organization according to these right for female employee's. This law facilitate mothers to
become stronger and recovery from childbirth.
 Paternity rights: This law is for unmarried fathers they are adopting their child's and
taking temporary leave in an organization. Many people like divorced and unwed are
planning for family so this right is for them and they are taking leave for temporary in
firm's according to paternity rights.
 Dismissal: This right consisted in employment will and it is displaying that in firms,
worker can be dismissed for any reason. So that reason maybe unfair or unjust and he/she
has the right for leaving his/her job.
 Tribunals in employment: it contains independent judicial body in order to employment
acts which is created for to solving disputes among the employees. In this all the claims
and matters that relates to employment are heard that may be regarding to wages, unfair
dismissal, redundancy systems, etc.

 Conciliation: In tribunal employment claims, this are must be notified by Acas and
completed via early-conciliation before lodging that claim. This Aces helps both parties
for resolving differences between them and this s attempted by Acas conciliator.
 Arbitration service: It contains impartial referee that provides services to settle disputes.
The Acas is consists this arbitration services for resolving problems that relates to
disputes.
British Airways have made different policies regarding employees promotion and retirements
(Zoe, 2017). The candidate who is applying for the job has to follow all the process of the
company in fair manner. Employee has to give notice of its resignation before two weeks.
Redundancy arises when someone leaves the job. Also, retirements is another factor which
affects the organisation as they loss experienced employees.
TASK 2
3.1 Job description and person specification for airline enterprises
Airline industries serving their services at various locations so, several workers are
selected for different destinations according to areas. Firm is rapidly choosing new persons for
their new locations. For these, various posts are showing needs of various posts in enterprise. Job
is specifying their particular posts and requirements in order to enterprise needs. So this is
fulfilled by hiring persons on for several duties. Working at company, some knowledge is
important for peoples like minimum age must eighteen, working hours possibly twenty-four and
seven day in a week. For example: there are various posts at British Airways, like a
representative which helps to customer for providing services (Holsapple, 2013). Supporters in
airlines at an administration work, attendant in flights, pilots at airlines, agents for tickets, crew
members for cabin, controller at air traffic, handler for baggages, technician for maintenance,
mechanics for aircraft, representatives for sales, technician for facilities, clerk for reservations
and supervisor.
This posts for job, creating opportunities for peoples and also for unemployment. For
applying this occupation, some favours are considered. Like this posts only applying by online
forming system. Some increments are also possible in air travelling. It also including discretion
that is displaying UN-qualification also disqualify that person. These documents for online may

different in order to length, essential details and some attachments (Osborne, Radnor and Nasi,
2013). These duties also consisting some covers in texts for resumes and cv's. This kind of
information must be reviewed for accuracy. The job qualification for some posts are listed
below:
 Pilot qualification : Pilot must qualify for his bachelor degree. He/she must finishes
their air training in the air force related locations. Like laws on aviation, aerodynamics
courses, metrology in aviation, and also structure of aircraft (Applying For a Role, 2017).
He/she qualifications must meet with officer requirements. This must attend training
school from academy of air force. In various trainings like flights they must be passed
with some following information that is given in instructor. At lastly, undergraduate
training must be finished. So they will learn and understand navigation, flying formation,
aerobatics, and instruments in aircraft.
Recruitment of hiring peoples at airline firm's is done by advertisement which is as
follows: digital billboards, advertisement at airport, advertisement on billboards and at Heathrow
advertising. Selecting employees at air force, depending on their skills, education and knowledge
so that it will help to know and meet requirements at aircraft (Chelladurai and Kerwin, 2017).
Hiring process of firm, initial level is to firstly apply online application form on internet. This
procedure affecting businesses because it takes time for selection. Some factors are also affecting
on labour market which is demanding and supply of labour. Economic objects which are
substantial covered in demand. To labour market, this both thing consisting but the major
concentration are on participants and on competitors. Demand of customers is depended on their
country and various locations. Supply of services is based on clients requests and this can be
measured by according to previous details and destinations.
Job analysis:
Pilot is responsible for regulating safe journey and economic operations. They have to
ensure that all the operations are working properly in the aircraft. They are responsible for
checking fuel requirements, pre-flight plans and controls staff, engineers and crew members.
They also check that all the system for aircraft departure are well prepared or not.
Job description:

There are different activities that pilot of British airways have to perform while doing its
job. Pilot has to collect all the information about weather, route, passengers in order to calculate
fuel and provide safe journey. It has to follow traffic rules and provide proper information to
their passengers about their progress (Manvi and Shyam, 2014).
Person specification:
Pilot must qualify for his bachelor degree. He/she must finishes their air training in the air force
related locations. Working hours for pilot job are not fixed. Their working schedules changes
according to route. Sometimes they have to work from 9 to 12 hours in a day. The pilot of British
Airways have to inspect radio communication, forests fires and weather information so that they
can provide safe journey to their passengers.
Pilot must have effective communication skills so that it can convey its message to the
crew members as well as passenger. Further, it has the ability to understand technical
information about their aircraft work. It has team working skills which help it in operating
airways operations (Wilton, 2016). It must possess effective decision-making skills as it will
assist them to take decisions in the worst conditions.
3.2 Comparing the selection process of different airline service industries businesses
There are different type of recruitment and selection process that are being followed by
the organizations (Mok, Sparks and Kadampully, 2013). With this respect, below given are the
example of selection process at British Airways and Easy jet:
Selection process: It is a process of selecting the best available candidate from a pool of
candidates.
The main objective is to hire people on basis of their skill and knowledge.
Types of selection process:
 Stabilizing Selection
 Directional Selection
 Diversifying Selection
Selection process of British Airways is somehow like that they call the selected
candidates according to the job criteria then two days selection process is carried on, by

conducting aptitude test and those who are selected are called for the second assessment for the
final procedure of selection and candidate being qualified are kept on hold pool (Riley, 2014).
On other hand, Easy Jet has a glance at profile of candidates and then according to their
credentials they are called for interview, first candidates have to appear a written test and on the
basis of result selected candidates are called for verbal interview, reference check is done and
joining letter is provided (Malighetti, Paleari and Redondi, 2015). Effective barriers in selection process: There are various types of barriers in selection
process like perception, reliability, pressure of top management, Government intervene,
etc (Armstrong and Taylor, 2014). Barriers faced by British Airways are different
perception of top level management and pressure made by them on middle level
management, whereas Easy Jet is not able to follow or adopt the reliable strategies for
recruitment and selection process so both company introduced various programs to
amend their selection process and overcome problems being faced. Evolution of recruitment and selection process: Recruitment and selection process has
come into practice at time of world war 1st as US government hiring peoples on the basis
of conducting an IQ test to analyse job suitable for candidate. After that many advance
and novel techniques were introduced to enhance the recruitment and selection process.
The British Airways is serving since 1974 and are enhancing their recruitment and
selection day by day to select well educated people and provide better services to
customers. On other hand Easy jet was founded in 1995 which has also adopted various
tactics in selection process to hire relevant candidates (Learning & Development, 2017).
 Interview method: Method used by British Airways, its behaviour is based interview in
which candidates are selected on the basis of their communication skills and cooperation
skills whereas Easy jets select on basis of phone and second interview in which a verbal
communication is done through telephone or mails and then preferred ones is called for
secondary interview (Hoque, 2013).
Selection process of British airways:
British Airways conducts two day process for the selection of new candidates. They conduct
aptitude round on the first day. This round checks the verbal, reasoning, and technical skills of
the applicants. The candidates which are selected in first round are invited for second level. In

second day, the organisation conducts group exercise and personal interview (Minbaeva and
et.al, 2014). The candidates which clears these rounds were given job opportunity to wok with
them.
Selection process of Flying Jet
The organisation uses better approach in selecting new cndidates. It conducts written test which
helps them to analyse the technical and mental ability of the person. Furthermore, they conduct
group discussion activities and personal interview with the candidates. This process helps Flying
Jet to employee the team of skilled employees.
4.1 Assessing the contribution of training and development activities to the effective operation of
airline firm's business
Development activities are procedure that helps for retrieving skills and knowledge. Such
as, training. These are playing major role in contribution to improving skills and knowledge of
employees at airline firm's. It is essential for developing or implementing values and making
eligible for particular work. Development is way for giving training in some particular process
and establish his/her skills. So manpower commission services were established in 1973 for
employment so these laws were improved on 1988. A well planned procedure is used for
updating via experience in retrieving performance which is effective. Abilities of workers are
developed via satisfying requirements of existing and future of enterprise (Sparrow, Brewster
and Chung, 2016). Requirement training as airline industry, consists various types of training
like technical training, training programs of workers, resolving conflicts, literacy, diversity and
interpersonal trainings. All these depending according to posts and needs in firm. This all are
targetting various facets of an enterprise performance and culture.
Targets can measure by results of training in airline industry so this consisting program
for training, comments or feedbacks and evaluation. Some barriers also affecting in airline firm's.
Like efficiency, Inertia, convenience, mindset and engagement of management. In efficiency, it
is not possible to retrieve a hundred percent objectives of developments (Boella and Goss-
Turner, 2013). So, results of this are measured in some ratio. This will also help for next phase.
In mindset, all workers are not equal so human resource must know their views and outcomes
from this development. In engagement on manager, this will solve conflicts of workers which

may arise between workers. Major benefit of training is that it will increase knowledge and skills
of peoples and make them more confidence with enhancing their experience. This is given
according to departments and posts to employees.
Training and development activities are very necessary to improve the performance of the
employees. Effective trainings are required to develop skills, techniques and knowledge of the
pilots. It helps to maintain effective relationship among the employees. British Airways are
providing different trainings and seminars to their employees so that they can solve their
problems which they face during their work (Mok, Sparks and Kadampully, 2013). It guides
pilots how to behave with their customers during critical situations. It also guides the pilots how
to handle typical situations which arise from weather, aircraft failure or fire accidents.
Training and development programs helps to motivate the employees to achieve their task
in time and assists them to interact more with their crew members. Induction programs and
training activities helps in managing the employee relationships and guides them to achieve their
objectives and increase their performance.
CONCLUSION
This report is emphasised on norms that human resources are playing important role in
staffing, recruitment, compensation, profits, training and development, for organization. Airline
industries are very popular and serving their services across the world. So this report is based on
displaying role, purpose and all structure in management of human resource at airlines. This
document is covering all aspects of HRM that include training and development, recruitment
process, agreements of employment, deployment and also monitoring workers and its
performance. Furthermore, it is also helping to know job posts according to firm needs and
candidates qualification. This is also presenting laws which are affecting on businesses. Such as,
equal opportunities, contracts of employment including terminations and resignations, health
safety acts, etc. In the process of different service industries in airlines also comparing with
British Airways and Easy Jet. At the end, it is covering to assess in contribution to training and
development activities for effective operation. Such as, role and need of training, barriers,
benefits etc.

REFERENCES
Journals and Books
Armstrong, M. and Taylor, S., 2014. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
Aswathappa, K., 2013. Human resource management: Text and cases. Tata McGraw-Hill
Education.
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry:
A guide to best practice. Routledge.
Chelladurai, P. and Kerwin, S., 2017. Human resource management in sport and recreation.
Human Kinetics.
Eaton, J., 2017. Globalization and human resource management in the airline industry.
Routledge.
Heizer, J., 2016. Operations Management, 11/e. Pearson Education India.
Holsapple, C. ed., 2013. Handbook on knowledge management 1: Knowledge matters (Vol. 1).
Springer Science & Business Media.
Hong and et.al., 2013. Missing link in the service profit chain: A meta-analytic review of the
antecedents, consequences, and moderators of service climate. Journal of Applied
Psychology. 98(2). pp.237.
Hoque, K., 2013. Human resource management in the hotel industry: Strategy, innovation and
performance. Routledge.
Jackson, S. E., Schuler, R. S. and Jiang, K., 2014. An aspirational framework for strategic human
resource management. The Academy of Management Annals. 8(1). pp.1-56.
Jennings, B. and Stadler, R., 2015. Resource management in clouds: Survey and research
challenges. Journal of Network and Systems Management. 23(3). pp.567-619.
Lange, K., Geppert, M., Saka‐Helmhout, A. and Becker‐Ritterspach, F., 2015. Changing
business models and employee representation in the airline industry: A comparison of British
Airways and Deutsche Lufthansa. British Journal of Management. 26(3). pp.388-407.
Malighetti, P. and et.al., 2015. EasyJet pricing strategy: determinants and
developments. Transportmetrica A: Transport Science. 11(8). pp.686-701.
Manvi, S. S. and Shyam, G. K., 2014. Resource management for Infrastructure as a Service
(IaaS) in cloud computing: A survey. Journal of Network and Computer Applications. 41.
pp.424-440.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Osborne, S. P., Radnor, Z. and Nasi, G., 2013. A new theory for public service management?
Toward a (public) service-dominant approach. The American Review of Public
Administration. 43(2). pp.135-158.
Riley, M., 2014. Human resource management in the hospitality and tourism industry.
Routledge.
Sallis, E., 2014. Total quality management in education. Routledge.
Smith, L., Maull, R. and CL Ng, I., 2014. Servitization and operations management: a service
dominant-logic approach. International Journal of Operations & Production
Management. 34(2). pp.242-269.

Sparrow, P., Brewster, C. and Chung, C., 2016. Globalizing human resource management.
Routledge.
Talk, O. M., 2016. Operations management. Routledge.
Wilton, N., 2016. An introduction to human resource management. Sage.
Marler, J.H. and Fisher, S.L., 2013. An evidence-based review of e-HRM and strategic human
resource management. Human Resource Management Review. 23(1). pp.18-36.
Minbaeva, D. B., and et.al, 2014. A retrospective on: MNC knowledge transfer, subsidiary
absorptive capacity, and HRM. Journal of International Business Studies. 45(1). pp.52-62.
Parent, D. J., 2015. HR Infrastructure & Safety Performance: Considerations for Small
Companies. Professional Safety. 60(8). p.48.
Online
Applying For a Role. 2017. [Online]. Available through:
<https://jobs.ba.com/jobs/applicationprocess/>. [Accessed on 13th June 2017].
Zoe, E., 2017. Human Resource Management — British Airways. [Online]. Available through: <
https://medium.com/@emma24zoe/human-resource-management-british-airways-
128a05608e9c>. [Accessed on 26th July 2017].
Learning & Development. 2017. [Online]. Available through: <
https://jobs.ba.com/jobs/workingwithus/learingdevelopment/>. [Accessed on 26th July
2017].