Analysis of Human Resource Management Practices in British Airways

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Human Resource Management for
Service Industries
Student Name
Student I’d
Due Date

Table of Contents
Introduction......................................................................................................................................1
Task 1...............................................................................................................................................1
Ac1.1 Role and purpose of human resource management..........................................................1
Ac1.2 Creation of HR plan..........................................................................................................2
Task 2...............................................................................................................................................4
Ac2.1 State of employment relations...........................................................................................4
Ac2.2 How employment laws affects human resource management..........................................5
Tasks 3.............................................................................................................................................6
Ac3.1 Discussion on job description and person specification...................................................6
Ac3.2 Comparison of selection processes of TFL and British Airways......................................7
Task 4...............................................................................................................................................8
Conclusion.......................................................................................................................................9
References......................................................................................................................................11

Introduction
In the modern era management of human resource has become very important for every business
operating in the market. Further, it is a well-known fact that when employees are managed
properly in the workplace then in such case their contribution in the business practices can easily
improve (Albrecht, Bakker, Gruman, Macey, & Saks, 2015). Along with this, for selecting the
right candidate in the workplace proper job description and person specification is developed and
this contributes a lot in hiring the best candidate who is fit for the job. Along with this, in case of
every firm the selection processes totally differ and with this it becomes easy to hire the most
efficient employees within the workplace. Moreover, for enhancing the efficiency of the
employees in the workplace the most crucial part is to undertake different training sessions
through which it becomes easy to enhance the knowledge and the skill level of the staff.
The present analysis is based on the selected firm British Airways. At present the firm has
recently started its new flight to Madeira from Heathrow. Through this new service the company
is planning to expand its overall services in the market. Various tasks have been covered in the
report such as role ad purpose of human resource management, discussion on job description and
person specification etc.
Understand Human Resource Management
Ac1.1 Role and purpose of human resource management
With respect to International Airlines group it has been found that the overall relevance of
human resource management (HRM) is very high. One of the main roles is recruitment and
selection where it is very important for British Airways. It has been found that with the best
practices of recruitment it is possible for the selected firm to hire the most talented candidate
who can easily conduct the organizational practices easily. Recruitment is mainly carried out as
per the expertise of the candidates and this contributes a lot in enhancing the business
performance (Armstrong & Taylor, 2014). The key role of HRM is to hire the most talented staff
members that can easily serve the customers of British Airways in the best possible manner.On
the other hand, in case when right selection of the candidates is not at all done in the workplace
then in such case it can bring unfavourable consequences for the firm in the market. Hence, the
role of recruitment and selection is major in-service sector.
Another main role that is played by human resource management is training and development.
All the operations and business practices carried out by British Airways are highly effective and
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this is the main reason due to which proper training is required to be given to the staff (Baum,
2016). The HR managers that are working within British Airways focuses on providing proper
training to the employees so that their knowledge level can be enhanced in the best possible
manner (Bailey, Mankin, Kelliher, & Garavan, 2018). Without proper training and development,
it is very difficult to work on the knowledge and the skill development of the staff in the best
possible manner. Hence, this role of human resource management is very crucial with respect to
BA.
Employee engagement is also regarded to be the main role of human resource management
where it has been found that this role is also very crucial where employees are directly engaged
into the business practices and this in turn supports a lot in strengthening the relationship
between employer and employee. Engagement of staff can be regarded as the main role of HRM
with respect to International Airlines Group where different practices are undertaken so that
employees can be engaged in the business operations efficiently.
Performance appraisal is considered to be another key function or role of HRM where through
this it becomes easy to evaluate the performance of the staff in the workplace. It can be easily
known whether employees are performing efficiently or not (Banfield, Kay, & Royles, 2018).
Through this function the employees of British Airways are able to perform better, and they can
easily meet with the expectation of the management.
Hence, in this way these are the key roles and function of human resource management with
respect to the selected organization.
Ac1.2 Creation of HR plan
The present HR plan has been mainly developed on the basis of demand and supply of the
human resource. Further, for rendering the new flight service from Heathrow to Madeira it is
necessary for the firm to develop effective HR plan. New individuals will be required to render
the service and at the same time working hours will be decided along with incentives so that
employees can easily work better (Baum, 2016). The officials of BA have to ensure well in
advance like what type of employees are needed and how the vacant position can be fulfilled
easily. The description of the HR plan has been provided below:
Role of staff Number of staffs Hours of work Justification Benefits
Customer service
staff will be hired
8 members 8 hours a day Mainly the newly
appointed
In case if the
performance
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in order to deliver
in-flight services
to the target
market
customer service
staff will ensure
that all the
facilities are
properly provided
to the customers
and they will
render different in-
flight services to
the target market.
Additional they
will also look after
the safety and
security of the
passengers
of customer
service staff is
satisfactory
then monetary
incentives will
be provided on
the basis of the
performance.
Additional
bonuses and
increase in pay
scale for the
extra efforts
applied
Team managers
will be appointed
who will ensure
that different
teams are working
efficiently such as
food and beverage
management and
other type of
operations also
3 members 9 hours a day Team managers
will ensure that all
the teams are
working with
proper
coordination and
at the same time
they will guide
different teams for
performance
enhancement also.
Teams
members will
be given
holiday
package in the
form of
incentive from
the company
and through
this they will
be encouraged
to work for the
benefit of the
firm
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Above shown is the detailed HR plan that clearly represents that the post of team manager and
customer service will be major and in turn they will be appointed for conducting the business
practices efficiently. Additionally, monetary benefits will be provided to the staff members who
will be newly hired such as customer service. Initially the working hours will be high as the
company will focus on attracting more customers in the market (Bratton & Gold, 2017). In case
if the new flight service will be successful then in such case BA will hire more staff members.
With the help of this HR plan it will be possible for the selected firm to manage its human
resource in the most effective manner and it can be easily known what type of employees are
needed for conducting the business operations of the new flight service.
Effect of employee relations & Employment law
Ac2.1 State of employment relations
Employment relations matters a lot and it supports a lot in determining the actual success rate of
the organization in the industry. Further, British Airways is one of the leading brand in the
aviation sector and managing employment relations is very important for the firm (Brewster &
Hegewisch, Policy and practice in European human resource management: The Price
Waterhouse Cranfield survey, 2017). The current state of employment relations, it has been
found that trade union is present in the workplace named BALPA (British Airline Pilots
Association) and this is considered to be the legislative body present in the organization. Along
with this, another key body is present within the workplace named BASSA (British Airlines
Stewards and Stewardesses Association) that supports a lot in representing the cabin members of
the firm. Further, another main union that is present within the firm is Unite and it represents the
staff along with the other employees that are working within BA. It is necessary for the
management to provide and safeguard the rights of all the staff members working in the
workplace (Albrecht, Bakker, Gruman, Macey, & Saks, 2015).
For strengthening the employment relations along with the recruitment and selection it has been
found that British Airline Pilot Association plays most crucial role and in turn it represents 75%
of the professional fixed wings pilots based in the market of UK along with the overseas market
also (Airways, 2019). Along with this, concept of negotiation along with collective bargaining
are also present that plays crucial role from the point view of employment relations in the
workplace. The main benefit of this type of practice is that through this the unfavourable
consequences or the other form of disputes can be easily handled in the workplace (Brewster,
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Chung, & Sparrow, Globalizing human resource management, 2016). Collective bargaining
procedures are present within the workplace and through this employeeare able to settle their
disagreement in the best possible manner. Hence, this is highly effective for the company like
BA in the market.
The current state of employee relations also focuses a lot on enhancing the key provisions that
are associated with employee participation in the business affairs. With the presence of effective
employment relations practice, it has become quite easy for the management to develop close
relationship with the target market and this in turn has brought favourable results also. This is the
actual relevance of employment relations within BA.
Apart from this, it has been found that suggestion scheme is also undertaken by the firm and in
turn it supports a lot in enhancing the level of employee engagement easily and in the proper
manner (Brewster, Houldsworth, Sparrow, & Vernon, 2016). Through this type of scheme, it has
become possible to enhance the level of employee engagement within the workplace and with
the help of this business is able to able to retain its valuable staff members for the longer time
period. Hence, the overall analysis represents the actual state of employment relations.
Ac2.2 How employment laws affect human resource management
In case of well-established brand like British Airways it has been found that the level of
employment laws directly affects the practices of HRM in the workplace. It has been found that
every activity has to be carried out keeping in view the employment laws. The main laws that has
been introduced by the government is Employment relations act 2004, equality act 2010, and
employment rights act also (Brewster, Mayrhofer, & Morley, New challenges for European
resource management, 2016). All the business activities within British Airways have to be
carried out in accordance with the employment laws in the best possible manner.
Equality act 2010 is the main law that has been introduced and in turn it has been found that it is
necessary for the management of BA to provide equal opportunities to the staff members.
Management of human resource has to be done in a proper manner where the officials of BA
have to provide equal benefits along with the opportunities to male and female candidates in the
workplace. In case if the organization does not focus on providing equal benefits to the staff
members then in such case it can bring unfavourable consequences to the firm (Chelladurai &
Kerwin, 2017). With the presence of equality act no such sort of unfavourable practices can be
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undertaken within British Airways that has adverse impact on the business performance of the
firm.
Employment right act is also major one where it has been found that through this type of act the
government wants to safeguard the interest and rights of employees in the workplace. BA has to
conduct its business practices keeping in view the different employment rights. This law affects
the management of human resource where the company has to provide proper rights to the staff
members in the workplace that are associated with working time, pay scale, participation in the
decision making and others (Cooke, Saini, & Wang, 2014). In case if the organization do not
focus on providing proper rights to its staff members then in such case it can have adverse
impact on the long-term performance of the business. Along with this, the legislations developed
by government to protect and safeguard the rights of the employees in the workplace are highly
effective and in the case when proper actions are not at all taken for complying with such
legislations then in such case it can have adverse impact on the organizational performance also.
Hence, through this it can be stated that employment law directly influences the human resource
functions of the firm.
Recruitment & Selection process
Ac3.1 Discussion on job description and person specification
The process of job description and job specification are very important as they represent the
actual roles and responsibilities of the individual within the workplace. In case of well-
established brand like British Airways it has been found that through these elements the
company highlights what type of person is needed in the workplace.
In terms of job description it has been found that the key accountability of the person for the
position of cabin crew member will be ensure to ensure proper safety and security and they are
performed in the high standards also (Lange, Geppert, Saka‐Helmhout, & Becker‐Ritterspach,
2015).Along with this, the individual has to ensure proper compliance of the business activities
with the corporate policies and procedures that are also very crucial. Cabin crew member will be
required to act as role model and along with this delivering world class excellence services as per
the key standards. Hence, this will be the main responsibility of the individual as a cabin crew
member in BA.
The person specification of the individual clearly represents the kind of skills and qualification
required in the individual. In terms of skill the individual must be well aware about the safety
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and security of the passengers. Cabin crew member must be passionate about delivering
excellent customer service, demonstrating respect and understanding for different cultures and at
last building proper relationship with the colleagues (Maleki & Karimi, 2014). Hence, these all
skills are mainly required in the cabin crew members in order to carry out the business practices
efficiently.
Along with this, in terms of qualification fluency in English is must, age must be 18 years and
above, ability to work in shifts, undergo criminal record check etc. Individual must be capable
enough to spend large time away from the home and along with this cabin crew member must
conduct stand by duties away from the home. Along with this, the cabin crew member will be
required to wear the dress of the company with no such visible tattoos. Prior experience is also
required in the customer service and company considers this on the top of priority. Moreover,
physical criteria have also been mentioned by the firm medically and physical fit candidate,
height between 1.575m (5’2”) and 1.85m (6’1”), individual must be able to handle weight of
more than 9kg. This type of candidate is mainly required by the company and the firm consider
all these criteria at the time of hiring any new candidate who can easily conduct the business
practices of BA efficiently and in the best possible manner (Airways, 2019).
Ac3.2 Comparison of selection processes of TFL and British Airways
The recruitment and selection process of very firm differs from each other and it totally depends
like what type of candidate is required for conducting the business operations efficiently. Below
is the comparison of selection process of BA and transport for London.
British Airways Transport for London
The company has undertaken total 9 steps for
hiring the candidates and such steps supports a
lot in knowing the actual ability of the
individual (Airways, 2019)
In total 8 steps are undertaken for hiring the
candidate for the position of customer service
assistant
The company believes in asking different
online questions to the candidates so as to
verify whether the candidate has asked for the
position in the past or not.
No such online questions are asked to the
candidate and this is highly ineffective.
One of the main methods that has been adopted
is the website of the firm and it is used for
TFL focuses on hiring new candidates through
recruitment agency and with the help of its
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hiring and posting the job advertisement also website also (London, 2019)
In order to judge the knowledge level different
tests are taken such as verbal reasoning,
numeracy, spatial reasoning etc. All these tests
support a lot in judging the efficiency of the
candidate
Online situational judgement test of the
candidate is taken in order to know about the
skill level of the individual
Training is provided to the staff members so
that they can work efficiently (Banfield, Kay,
& Royles, 2018)
No such training is provided to the staff
Above shown is the real comparison in between the recruitment and selection process of TFL
and BA and they are indicating that the focus of both the firms differs from each other. The
comparison has shown that in case of BA the company focuses a lot on knowing the skill and the
knowledge level of the staff and if the candidate is not at allcapable then in such case the
company does not prefers to hire that candidate. Hence, the overall analysis indicates that
selection practices of TFL differ from BA in every possible manner.
Training & Development
Types of training
Training is necessarily required within British Airways as it contributes a lot in enhancing the
knowledge along with the skill level of the staff members in the workplace. Further, both on the
job and off the training is provided to the employees so that they can work efficiently in the
organization. In case of on the job training methods different practices are undertaken by the firm
in order to work on the knowledge development of the staff. The key methods are job rotation,
coaching, job instructions etc and they are utilized in the best possible manner so as to impart
proper training to the staff members in the workplace (Tyson, 2014). On the other hand, off the
job training methods are also undertaken and it involves case study method, incident method,
role play, in-basket method etc. Mainly these types of methods are undertaken by the firm when
training has to be provided outside the firm. No doubt this method also supports in knowledge
enhancement of the staff members that are valuable for the company. The main priority of BA is
to conduct on the job training for the employees in the workplace so that they can easily work
with better skills and knowledge. On continuous basis different training sessions are organized
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within the workplace and the main benefit is that through this employee become much more
capable to conduct the assigned tasks efficiently. Hence, in this way this is the actual
effectiveness of training with respect to BA.
Difference between training and development
Training and development differ from each other in every possible manner. Further the main
difference between the two concepts have been shown below:
Training Development
Mainly training is provided to the individuals
and groups also those who are present or
working in the organization
Development can be only done in case of the
individuals who are working in British
Airways
Training focuses a lot on enhancing the skill
along with the knowledge level of the staff
(Wilton, 2016)
Development focuses on enhancing the ability
of the individual to conduct the assigned tasks
efficiently
On the job and off the job training methods are
undertaken for conducting the training
practices of the firm
No such development method is present
For both short- and long-term time period
training is carried out
Development is only for long time period
Benefits of training
Different benefits of training are present, and they are highly crucial for the company like BA in
the best possible manner. On the main benefit is that it enhances ability of the employee to
conduct the assigned tasks efficiently. Second main benefit it that it increases the knowledge
level of the employee and through this better knowledge is applied for conducting the business
activities efficiently and in the best possible manner (Lange, Geppert, Saka‐Helmhout, &
Becker‐Ritterspach, 2015). It increases the confidence level of the employees to carry out the
assigned tasks efficiently and in turn employees are able to compete with each other efficiently.
Role and need of training
The main role and need of training is to enhance the knowledge level of the staff. It may be
possible that some staff members may be under performers and in this case, training can surely
assist in enhancing their real ability.
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Overall contribution of training
The contribution of training is that it supports employee to work for the betterment of the
organization. At the same time, it builds actual strength of the staff members in conducting the
overall tasks efficiently and in turn they can easily meet with the expectations of the
management.
Conclusion
Hence from the overall analysis it can be stated that the role of human resource management is
very crucial within British Airways. Further, all the human resource practices are carried out by
the firm keeping in view the employment laws that affects the activities of the firm. Along with
this, training is mainly carried out by the staff where on the job and off the job methods are
adopted through which staff members are developed to take part in the business affairs and this
leads to favourable outcome also. Moreover, difference is present in between training and
development also. By working in accordance with the employment legislations it is possible for
British Airways to manage its overall practices in a proper manner and through this the
organization can easily gain competitive advantage also.
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