British Airways Case Study: HRM, Employee Relations & Employment Law

This report provides an overview of Human Resource Management (HRM) practices within British Airways, a leading airline company. It examines the role of HRM in managing employees, promoting skills, and ensuring effective operations. The report discusses the impact of employee relations, including collaborative working, collective bargaining, and conflict resolution, on the company's success. It also analyzes the influence of employment laws, such as the Employment Rights Act 1996 and the Equality Act 2010, on HRM practices within British Airways. Furthermore, the report explores the process of recruitment and selection, the importance of training and development, and the significance of rewards and remuneration in maintaining employee satisfaction and driving performance within the organization. This analysis offers valuable insights into the strategic importance of HRM in the service industry, particularly within the context of British Airways.

HUMAN RESOURCE
MANAGEMENT
FOR
SERVICE INDUSTRIES

Table of Contents
INTRODUCTION ..........................................................................................................................1
TASK 1 ...........................................................................................................................................1
1.1 ..........................................................................................................................................1
1.2...........................................................................................................................................3
TASK 2 ...........................................................................................................................................5
2.1 ..........................................................................................................................................5
2.2...........................................................................................................................................6
TASK 3............................................................................................................................................7
3.1 .........................................................................................................................................7
3.2 ........................................................................................................................................11
TASK 4..........................................................................................................................................13
4.1 ........................................................................................................................................13
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

INTRODUCTION
Human Resource Management (HRM) is a systematic method of managing the human
resource of the organisation. The department of Human Resource is accountable for performing
various kind of managerial functions such as recruitment, training activity and development
sessions, performance appraisal system (Barney, 2016).
The Report will be based on British Airways company. This is the top airline company, it
was founded in the year 1974. The parent company of British Airlines is International Airlines
Group. Headquarter of company was situated in Harmondsworth, U.K. The key peoples of
British Airways are Stephen William, Alex Cruz etc. The Report will provide an perceptive of
HRM, the impact of employee relations and impact of employment laws on Human Resource
Management in the airlines industry. Report will also describe the process of recruitment and
selection within the service industry organization, importance of training activities and
development sessions in effective operations management of British Airways etc.
TASK 1
1.1
HRM refers to all the managerial functions for managing the human resource of the
organisation. This helps the company to accomplish its goals and objectives in an effective and
efficient manner (Pek-Greer, Wallace and Al-Ansaari, 2016). Human Resource Department of
British Airway is responsible for providing training to all the employees, promoting skills and
performance of employees. Human Resource Manager of BA aim at continuous improvement in
employees work for which the individuals aim at deriving employee need of training on the basis
of organisational changes. is responsible for designing policies and practises such as training and
development policy, rewards management etc. related with employees of the organisation for
achieving the goals.
The intention of HRM in British Airways are as follows-
 HRM helps in managing the employees of British Airways for achieving the goals of the
airline organisation in effectual manner.
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 HR Manager of the company develops various policies and incorporating use of
motivational approaches to motivate the workers to perform better. For example,
accordance with Maslow's theory of motivation HR of BA focuses on managing basic
work place needs of employees which comprise, self-esteem, health, safety, security,
appreciation, social interaction, etc.
 Human Resource Management includes designing and offering opportunities of training
activities and development sessions to the employees of British Airways which helps the
management for effective utilization of efforts of the staff (Patankar, 2017).
 The role of HRM help in promoting the job satisfaction level of employees of British
Airways. It also helps to improve the interpersonal relationship between supervisors and
employees of company.
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Figure 1 : Role of Human Resource Management
Source: (Role of Human Resource Management, 2017)

 The Department of Human Resource of British Airways is responsible for developing the
policies that will helps the company to improve work life balance of the employees. And
also help to maintain ethical behaviour in the organization.
The function of Human Resource Management in British Airways is given follows-
 Planning, Recruitment and selection- HR department of the British Airways plays an
essential role in performing HR planning to determine the number of employees required
in the company for performing different job roles (Baum, 2015). After performing human
resource planning, human resource manager perf orms recruitment and selection function
for recruiting the right number of employees.
 Training and development- HR department is answerable for providing adequate level
of training to the existing as well as new employees of British Airways. This will help in
development of new skills in the workers for performing the work. Training and
development activities of HRM helps to make workers of the organisation familiar
regarding the rules and policies of British Airways (Bratton and Gold, 2017).
 Rewards and remuneration management- Department of HR plays an crucial role in
developing and implanting the reward system in British Airways. This will help the
company to pay rewards such as bonus, intrinsic as well as extrinsic rewards on the basis
of performance of the workers (Dhar, 2015). Effective rewards system helps to improve
the job satisfaction level of employees. Rewards and remuneration system provide
various benefits to British Airways such as the system helps in promoting better
performance of the employees, improves efficiency and level of morale, helps in
resolving conflicts etc.
1.2
Human resource planning refers to developing a plan for balancing the demand and
supply of employees so that, there are enough of manpower in the company (Evans, 2015).
Human resource manager plays an essential role in developing HR plan by determining the
current needs of employees in the company.
HR plan of the British Airways is as follows-
Analysis for present labour supply-
HR department of British Airways plays an crucial role in developing human resource
plan so that, company can evaluate the supply and demand of the employees at different job
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positions in the company. So that, British Airways can provide airline services to Madeira.
Firstly, Human resource manager of the company will analyse the current supply of labour in
Madeira.
According to the survey in 2017, 8.9% population of Madeira is unemployed(Holloway, 2017).
The economy of Madeira is based on services and there are surplus labour available in tertiary
sector of Madeira. These workers have required skills such as communication skills etc. but they
do not have jobs. Therefore, labour will be easily available for different job roles in the
company. Unemployed peoples both male and female are looking for jobs.
Forecasting demand of labour-
After determining the present labour supply from tertiary sector of Madeira, human
resource manager of British Airways will forecast the demand of employees at different job roles
in the organization. So that, company can provide new airline services at Madeira. British
Airways will require total 2 captains for flights during summer season and for rest of the season.
They have to work for 4 hours per day. The company will require 4 officers for flights that will
work for 5 hours per day. 9 attendants will have to employed for working for 4 hours per day. 10
workers will be required for maintenance of flights. 5 air hostesses will be required to provide
various facilities to the passengers.
Balancing the future demand with supply-
The demand for employees for different job roles will be fulfilled by recruiting the
unemployed person from Madeira. Human resource department will use different methods of
recruitment such as it will give advertisement in newspaper, television etc. (Dhar, 2015). British
Airways will contact employment agencies, labour contractors for recruiting the required number
of employees.
In accordance with HR plan it is determined that analysis of present labour supply helps
the firm in deriving needs of planning recruitment and particular job profile. There is surplus
labour supply and therefore firm can easily plan recruitment in Madeira. As per forecast it is
analysed that BA will require captain for flights e specially for summer season and 4 officers, 5
air hostesses and 9 attendants. Thus, for balancing firm will focus on continuous marketing of
vacant position in order to create employment in region.
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TASK 2
2.1
The relations between the employees refers to the relationship between employees, trade
union, employer etc. The human resource managers that are working in various companies of
airline industry of U.K. plays an important role in maintaining and promoting positive
relationship between employees and management.
Culture of airline industry that involves beliefs, attitude, norms etc. also impact the
industrial relations (Wu, 2016). This is an important factor that will be a reason behind the
success of airline companies. Organization culture in airline industry of U.K. is affected by the
leadership style, method of operations and all these things influences relationship between
employer and employees and also impact the performance of workers such as captain, that are
working in airline industry. In U.K. Airline companies follow culture of collaborative working
that helps in reducing the stress of the employees related with their work and also helps to
improve the morale and job satisfaction level of workers.
Collective bargaining refers to negotiation process between employees and employer of
the organization for regulating the salary of workers, working conditions, rights of the employees
etc. Collective bargaining in airline industry of U.K. helps to promote industrial relations
between employees, employer, trade union etc. It helps in strengthening the bond between
workers that are working in airline industry of U.K. and employer. For example- In case of large
airline companies such as British Airways in U.K. industrial relation manger plays an crucial
function in conducting the process of negotiation with the employees. The collective bargaining
in airline industry in U.K. helps the employer in negotiating with the workers, this helps in
improving the way of performing work.
Employee participation helps in improving employment relations in airline industry of
U.K. The employer in airline companies involves their employees in various decisions of the
company that helps in encouraging the workers to perform better and also helps to resolve the
conflicts between the employees and employer(Dhar,2015). Airline industry in U.K. promotes
the participation and views of employees through which, they feel that they are being valued in
the organization as a result, the relationship between employees and employer improves.
Conflicts in the organization arises due to the difference in opinions, thinking of the employees.
Management of conflict between the employees and employer plays an essential character in
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improving employment relations which is the central factor for the attainment of company. The
human resource manager of airline companies in U.K. Helps in improving the transparency in
communication process that helps to promote coordination and cooperation between the
employees and employer in airline industry. For example- The leader of British Airways in U.K.
conducts team building activities through conducting regular seminars, workshops, training
programmes for the workers that helps in reducing the chances of conflicts and
misunderstandings and also helps to improve the relationship between employer and employees
of airline companies(Evans, 2015).
Grievance refers to any type of problem that employee faces during work performance or at
workplace. Airline companies in airline industry of U.K. follows grievance handling procedures.
Human resource manager of airline companies pays an important role in handling the grievances
of workers through informal discussion regarding the problems with the employees and
investigating the reasons behind occurrence of the grievances. This helps in improving the
morale of employees as a result the employment relationship also improves.
2.2
There are various employment laws that will regulates the relationship between
employer and employees, among employees, between trade union and organization. These laws
may affect the management of HR in British Airways in various ways.
 Employment Rights Act, 1996-
This Act is one of the important labour law of United Kingdom. The parliament has
passed an act to modify the existing labour law. Employment Rights Act is basically an amended
act that includes Redundancy payment act, 1965, Employment Protection Act, 1975 etc. The Act
specifies different rights of employees in respect of unfair dismissal, leaves such as maternal
leaves etc.
The department of HR in British Airways is accountable for providing all rights as given in
Employment Rights Act, 1996 to the employees while providing the contract of employment at
the time of recruitment and selection(Stolzer, 2017). The manager of Human resource
department of British Airways has responsibility of explaining all the terms and conditions in
written form to the employees that will include rights of employees. Such as rights in case of
unfair dismissal by the employer of British Airways etc.
 Equality Act, 2010-
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This act was passed by the Parliament of U.K. The major objective of Government
behind passing this act is of update various acts such as Equal Pay Act, 1970, Race Relations
Act, 1976 etc. Equality Act, 2010 is developed for protecting the employees against harassment,
gender and religion discrimination etc. The Act has provided a simple framework for the
employers. The Act has described different ways in which discrimination among employees of
the organization can be prevented.
The division of Human resource in British Airways is responsible for considering the framework
that is provided in Equality Act, 2010 while developing the policies and programmes related
with recruitment, training and development, performance appraisal etc. HR department of British
Airways plays an essential role in preventing gender discrimination by avoiding unequal
treatment of the employees of the organization(Baum, 2015). The company should consider
different ways for satisfying the needs of disabled employees. Human Resource department
should ensure that recruitment strategy of British Airways should not discriminate the employees
on the basis of religion, race etc.
 Health and safety Act, 1974-
This is an Act passed by the Parliament for promoting safety of workers against various risk. The
act aims to promote welfare of employees in the organization. Employer of the airlines is
responsible for protecting and ensuring the safety of workers at the workplace.
TASK 3
3.1
Job description refers to job specifics on the basis of job analysis. The job description
consists of various important elements such as duties, scope, job roles, its purpose,
responsibilities and working conditions as well. In order to attract cabin crew which best matches
the needs and requirements of British Airways, HR needs to prepare the precise and clear job
description (Patankar, M.S. and Taylor, 2017).
The HR Department of British Airways focuses on preparing the Job description for the
Cabin Crew role or Flight Attendants. The most important function of cabin crew in the airline
industry is to ensure that passengers are comfortable and safe as well in the flight and throughout
the flight. Their role and responsibility also include providing excellent and effective services to
customers or passengers. In accordance with Job description given by BA of cabin crew it is
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identified that principal accountabilities of person will be operational safety, the responsibilities
in respect of safety health and security as per highest standards of British Airways Citiflyer.
The employee will be responsible for delivering world class excellence services with regard to
behaviours and service standards. Further, the person will be responsible British Airways ensures
that cabin crew members will be given training for dealing with different emergency and
security situations. Following is given the Job Description for the position of Cabin Crew of
British Airways:
JOB DESCRIPTION
BRITISH AIRWAYS
Cabin Crew or Flight Attendant
Job Summary
British Airways is looking for ambitious, energetic and enthusiastic flight attendant for
joining their team. The Cabin Crew of our company is responsible for ensuring that passengers
feel safe, secure and comfortable throughout the flight. Cabin crew is responsible for providing
exceptional customer satisfaction and amazing experience. Flight Attendant are provided with
the opportunity for taking control of the career path and also improving their personal and
professional skills. They will be recognized and rewarded for their excellent and superior share
in the British Airways.
Job Responsibilities & Duties
 Needs to always conduct safety check before the flight.
 Provide guidance and assistance for comfort and safety to the passengers.
 Provide greetings to passengers and also communicate effectively with them.
 Helping passengers for finding their seats.
 To prepare and also serve food and beverages to passengers.
 Presenting emergency equipments to passenger and also giving instructions regarding
how to use it.
 To manage, monitor and secure the cabin.
 Needs to adhere all the rules and regulations of aviation and airline industry.
 Providing assistance to passengers and other cabin crew members in the emergency
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situations. Preparing and submitting reports for flight incidents.
Job Requirements & Qualifications
 Minimum 2 years of experience as Flight Attendant or even similar job role.
 High School Diploma or equivalent qualification.
 Certification in Cabin Crew and/or training of Cabin Crew.
 English fluency and knowledge of other languages as well. Certification and/or knowledge about MS Office.
Skills & Attributes
 Effective problem-solving skills and knowledge for handling difficult situation.
 To be customer-centric.
 Effective communication and interpersonal skills.
 Critical thinker and professional look.
 Team player and good time-management skill.
Person specification refers to brief and detailed description about required knowledge,
skills, qualification, experiences and various other attributes that the eligible candidates needs to
possess for performing the given job role or duty (Srivastava, A.P. and Dhar, 2016). The HRM
of British Airways focuses on framing the person specification in such a way that it effectively
and successfully attracts the most potential and talented candidates. The main aim of HRM is to
provide all the requirements of the vacant position in the person specification and job
description. Following is given the Person Specification of Cabin Crew in the British Airways. In
accordance with given person specification for the profile of cabin crew in British Airways it is
specified that Behaviour of individual needs to be responsible as the individuals will be
responsible for safety and security of customers. Person should know how to display respect and
he also should have the understanding over various cultures and the backgrounds as well.
Further, capability as per cabin crew comprise communication, understanding over rules and
regulations, adaptability, punctuality, etc. Physical criteria of selection comprise of testing the
colour vision, testing the safety equipment and procedure training. In addition, person should be
1.575m (5’2”) and 1.85m (6’1”) with weight in proportion to height and a vertical function reach
of at least 2.01m (6’7”). Person should be capable for lifting 89 Kg weight from height 1 95cm.
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PERSON SPECIFICATION
BRITISH AIRWAYS
Cabin Crew or Flight Attendant
Skills (Practised behaviour and capabilities) Qualifications (Essential and/or Desirable)
 Needs to appreciate customer's safety
and security is essential for British
Airways.
 Needs to be passionate for delivering
excellences services every-time.
 Needs to have genuine and effective
interactions with passengers.
 Be confident and resilient while dealing
with difficult and challenging situation.
 Show understanding and respect for
diverse cultures and backgrounds and
treat everyone equally.
 Build effective and professional
relationship with colleagues so that
excellent services to customers.
 Needs to be an effective communicator
who can easily deliver tough and
emergency messages with confident.
 Expected to be proactive who seeks
solutions and also take personal
responsibilities for solving issues and
problems.
 Needs to always demonstrate 'can do'
and positive behaviour and attitude.
 Needs to uphold both the professional
 English fluency in both speaking and
writing.
 Experience of customer services.
 Needs to have a Valid Passport with
unrestricted right to live and work in
the UK and also need to allow
unrestricted world travel.
 Age above 18 at the time of application.
 Able to acquire Visa of US.
 Needs to undergo a Criminal Record
Check.
 Needs to have ability to obtain and
retain an airside pass.
 Needs to be willing and also be able for
working flexible shifts that covers 24
hours a day, 7 days of week, 365 days a
year for the entire job career.
 Needs to wear uniform of British
Airways in the required standard, such
as no visible body piercings or tattoos.
 To be able and willing for spending
periods of time away from the home
and he also need to conduct stand-by
duties in proximity of airport base.
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