Analysis of HRM Practices in British Airways: A Report

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HUMAN RESOURCE MANAGEMENT FOR SERVICE INDUSTRIES

Table of Contents
INTRODUCTION............................................................................................................................. 2
TASK 1............................................................................................................................................ 3
1.1 ANALYSIS OF THE ROLE AND PURPOSE OF HRM IN BRITISH AIRWAYS................................3
1.2 CREATION OF AN HR PLAN, BASED ON AN ANALYSIS OF SUPPLY AND DEMAND, WITH
JUSTIFICATION OF THE STAFF ROLES AND NUMBERS OF STAFF AND HOURS OF WORK
REQUIRED TO DELIVER THE NEW FLIGHT SERVICE TO MADEIRA...............................................5
TASK 2............................................................................................................................................ 8
2.1 ASSESSES THE CURRENT STATE OF EMPLOYMENT RELATIONS IN THE AIRLINE INDUSTRY. 8
2.2 DISCUSSES HOW EMPLOYMENT LAW AFFECTS THE MANAGEMENT OF HUMAN
RESOURCES WITHIN BRITISH AIRWAYS................................................................................... 10
TASK 3.......................................................................................................................................... 12
3.1 A DISCUSSION OF THE JOB DESCRIPTION AND PERSONAL SPECIFICATION FOR FLIGHT’S
CABIN MEMBERS, BA FOUND IN APPENDIX 1..........................................................................12
3.2 COMPARING THE SELECTION PROCESS OF BRITISH AIRWAYS AND TFL.............................14
TASK 4.......................................................................................................................................... 16
4.1 ASSESS THE CONTRIBUTION OF TRAINING AND DEVELOPMENT ACTIVITIES TO THE
EFFECTIVE OPERATION OF A SELECTED SERVICE INDUSTRY BUSINESS....................................16
CONCLUSION............................................................................................................................... 19
REFERENCES.................................................................................................................................20
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INTRODUCTION
Due to the globalization and changes in the consumer behaviour, it is important to analyze the
effectiveness of the human resource and management practices in order to provide the value
added services to the customers of the organizations. The complexity of HRM practices can be
reduced with the effective knowledge of the management of human resource (Eaton, 2017).
This report will enable the learner to understand the employment law with respect to the
service industries and also about the employee relations in service industries. Along with that,
the learner will be able to enhance the information and knowledge about the recruitment and
selection process (BRITISH AIRWAYS, 2019). The recruitment of employees and their training
contribute to the effectiveness of employees. In this report, the study of HRM in service
industries and their different aspects will be carried out. The HRM of British Airways will be
studied in this report.
Figure 1: Organisation Logo
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TASK 1
1.1 ANALYSIS OF THE ROLE AND PURPOSE OF HRMIN BRITISH AIRWAYS
Human Resource Management
The process of managing the relations with the employees in an organizational context and to
provide the resource to the employees of the organisation for the effective and efficient
services in return from the employees is termed as the HRM (Hoque, 2013). There is a separate
department for the management of the human resources i.e. HR department. The
responsibilities of the HR department are to recruit the employees to the organisation and to
provide training to the workforce of the organisation in order to develop skills in the employees
and enhance their workability.
ROLE OF HRM IN BRITISH AIRWAYS
The role of the HRM in British Airways can be understood in a better manner with the following
activities which the HR department of British Airways does are stated below:
Human Resource Planning
Since the British Airways have signed the agreement of flights from Heathrow to Madeira and
Vice-Versa. The flight timing is 4 hours and there will be 4 flights in the peak season of summer
and 3 fights will be there in rest of the time of the year (Boxall and Purcell, 2011). In order to do
the incrementthe number of flights per week in summer season and rest of the season, the HR
department of the organisation will have to arrange the extra workforce for the increased
number of flights due to which the HR department will have to recruit employees. Along with
that, the responsibility for the training of employees is also of the HR department.
Employee Development Program
The process of the value addition in the services of employees with respect to the demand and
expectations of the customers, who in this case are the passengers of the flight, is termed as
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the employee development program (Kusluvan et al., 2010). This can be done by providing
training to the employees and made them aware with the latest technology and etiquettes of
hosting so that they can enhance the image of the organisation, which in turn will result in the
increased number of people wanting to travel in British Airways Airline services.
Payment Package and Rewards
One of the important process and duty of the HR officials is to decide the salary structure of
employees of the organisation. Once the salary structure is decided the next duty of the HR
officials is to make sure about the timely provision of the salary of employees which deals with
the job satisfaction of employees. Along with that, it is the duty of the HR officials to allocate
rewards and awards to the employees on the extra efforts of employees in order to motivate
them to work hard.
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1.2 CREATION OF AN HR PLAN, BASED ON AN ANALYSIS OF SUPPLY AND
DEMAND, WITH JUSTIFICATION OF THE STAFF ROLES AND NUMBERS OF
STAFF AND HOURS OF WORK REQUIRED TO DELIVER THE NEW FLIGHT
SERVICE TO MADEIRA
HUMAN RESOURCE PLANNING
The process of analyzing the requirement for the workforce and the work requirement and
arranging the resources to fulfilling those requirements is termed as the human resource
planning of an organisation (Ferguson and Reio Jr, 2010). The approach towards HR planning
must be well planned in order to be sure about the successful human resource services.
Human Resource Plan
 Allocation of Human resource objectives
The foremost objective of the HR plan of British Airways is to do the incrementthe
number of flights between Heathrow and Madeira. Along with that to get required
skilled workforce for the increased number of flights and retention of the staff with the
control management in the cost of the staff are also the objectives of the HR (BRITISH
AIRWAYS, 2019).
 Steps for meeting HR agendas
The HR department of British Airways needs to recruit new employees in order to assign
the new flight’s cabin memberss and pilot for the increased flights from Heathrow to
Madeira.
 Making sure of the supply of HR according to the demand
The HR department of British Airways needs to plan effectively in order to make sure
supply as per the demands of the human resource. A table is provided below with the
supply and demand for the new flights from Madeira to Heathrow and vice versa
(BRITISH AIRWAYS, 2019):
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Supply Analysis Supply
Demand
Analysis
Working
Hours
Information
Key
Descriptions
Staff
Resign
during
the
year
Number
of
present
staff
members
Projecte
d
Turnover
Staff
left
by
the
end
of
the
year
Projected
Staff
Demand
for Flight
Projecte
d New
Hires for
Flight
Working
Hours (Per
Week)
In-flight
Business
Manager
5 4 3 7 7 5 34
Customer
Service
Manager
3 1 2 1 7 5 36
World Class
Flight’s cabin
members
3 14 9 6 23 17 47
Pilots 2 6 3 5 11 5 38
Flight
Attendant
5 16 6 10 40 30 49
Airport
Station
Attendant
7 14 2 11 21 7 36
Airline
Administrativ
e Support
3 3 1 3 7 6 30
Total Staff 79 29 60 142 83
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TASK 2
2.1 ASSESSES THE CURRENT STATE OF EMPLOYMENT RELATIONS IN THE AIRLINE
INDUSTRY
EMPLOYEE RELATIONS
The relation can be termed as the behaviour of employees and employee towards each other
which strengthens the bond between the employees and the employer. The relationship
between the employee and employer also affects the ability of the organization to withstand
different organizational challenges including the financial challenges (Armstrong and Taylor,
2014).
As far as British Airways is concerned the employee relations has been proved to be very
effective for the organisation as the employees of the organisation showed great support and
during the recession time. The employees supported the organisation by providing the services
free of cost temporarily.
EMPLOYEE PARTICIPATION
Employee participation is the phenomenon in which the employee of the organisation
participates in the decision-making process of the organisation, rather than merely following
the orders. This helps the organisation by providing a maximum number of ideas for the
solution of the problems (BRITISH AIRWAYS, 2019).
EMPLOYMENT EMPOWERMENT
Employment empowerment is the process in which the employees of the organisation are
provided with a specific autonomy and responsibility of decision making in order to complete
their organizational tasks.
British Airways always promotes and practices the corporate culture with the efficient
leadership which boosts up the potential of employees. The organization always seeks to
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improve the skills of employees in order to enable them and motivate them to share their ideas
and put on the maximum possible efforts (BRITISH AIRWAYS, 2019).
COMPLAINT AND DISCIPLINARY PROCEDURES
It is one of the main duties of the HR department of an organisation to look out for the
discipline related issue and the conduction of necessary disciplinary actions. Along with that is it
also the duty of the HR department to listen to the complaints of employees and resolve the
issues effectively. In British Airways the discipline is maintained effectively by the HR officials
and the complaints of employees are given preference and the respective issues are solved and
most important matter of concern is the maintenance of the confidentiality of the information
of the employee who complaints, which is necessary for the authenticity of the management of
complaints.
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2.2 DISCUSSES HOW EMPLOYMENT LAW AFFECTS THE MANAGEMENT OF
HUMAN RESOURCES WITHIN BRITISH AIRWAYS
EMPLOYMENT LEGISLATION
As far as the organizational context is concerned the employment legislation is something
which must be followed by the organisation for the sake of employees and the organisation
itself. It can also be termed as the law which governs the employment within an organisation
where the employees work (Harzing and Pinnington, 2010). It affects the employees and the
unions directly.
There are following laws which are followed by British Airways for the effective management of
the human resources.
Data Protection law 2018
This is the law made by the government of UK in order to protect the data of the citizens of the
country. In an organizational context, the personal information of the employee of the
organisation is confidential and it is the duty of the organisation to protect the personal
information of employees (Werner and DeSimone, 2011).
Contract law 1994
This is the law in which the two parties make an agreement on the basis of which the dealings
between those parties take place. The British Airways follow this law and it allows the
employees of the organisation to go to the court if the organisation does not provide the
facilities as promised in the contract (Werner and DeSimone, 2011). At the time of the
recruitment process, a contract is signed by the employees in which the detailed description of
the facilities is given which are to be provided by the organisation to the employees.
Law for equality 2010
This is the law in which the organisation has to evaluate each and every employee equally and
no discrimination can be made on the basis of Color, Religion, ethnicity and race. British
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Airways follows this law of equality which promotes the feeling of equality and impartial
behaviour among the employees (Werner and DeSimone, 2011).
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