Human Resource Management Report: British Airways Industry Analysis

This report provides a comprehensive analysis of Human Resource Management (HRM) within British Airways. It begins with an introduction to HRM, defining its role and purpose in the organization, and then delves into the specifics of British Airways, examining its HR practices. The report covers various aspects of HRM, including the role and purpose of HRM, the development of a human resource plan based on supply and demand analysis, and the current state of employment relations within the airline. It also explores the impact of employment laws on HRM, including the Employment Relations Act. The report further examines job descriptions and person specifications, comparing selection processes across different service industries. Additionally, it assesses the contribution of training and development activities to the effective operation of British Airways. The report provides a detailed overview of recruitment, selection, training, and development within British Airways, offering insights into the airline's approach to managing its workforce and ensuring its success in the competitive service industry. The document is contributed by a student to be published on the website Desklib. Desklib is a platform which provides all the necessary AI based study tools for students.

Human Resource
Management for Service
Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1Role and purpose of human resource management...........................................................3
1.2Human resource plan based on a analysis of supply and demand of British Airways
industry...................................................................................................................................5
TASK 2............................................................................................................................................6
2.1Current state of employment relations in a British Airways industry...............................6
2.2Explanation about how employments laws effect the management of human resource in
British Airways industry.........................................................................................................7
TASK 3............................................................................................................................................9
3.1Job description and person specification of British Airways industry..............................9
3.2Comparison of selection process of different service industry.......................................10
TASK 4..........................................................................................................................................12
4.1 Assessing of contribution of training and development activities to the effective operations
of British Airways industry..................................................................................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Human resource management is a strategic approach which is used to describe about the
management and development of workforce within an organization. In addition to this, it can be
defined as technique or a procedure through which every organization oversees and manages all
the activities which are carried out in an organization. In this assignment the industry which has
been taken into consideration is British Airways industry which is one of the largess airline in
United kingdom( Bailey and et. al., 2018). Moreover this industry has been successful in gaining
agreement for flights to Madeira from Heathrow. In addition to this it was established in 1974 by
the British government. This report gives the brief understanding about the Human Resource
Management and the effect of employee relations and employment law on Service industry.
Furthermore brief understanding about the recruitment and selection process is also mentioned in
this file. Lastly, this report focuses on Importance of training and development in services
industries businesses.
TASK 1
1.1Role and purpose of human resource management
Concept of Human resource management: Human resource refers to the set of peoples
who make up the workforce of an organization or an economy. Whereas human resource
management is defined as the department of an organization where the human resource manger
performs various task like procuring, developing and maintaining of competent workforce. This
helps in accomplishing an efficient and effective outcome for an organization(Bratton and Gold,
2017). In addition to this it can referred to as the management of individuals and is a process
which binds people within an organization and helps both the individuals and the organization in
achieving goal of the firm. The HR manager of British Airways services industry design various
processes, practices and policies which help both the organization and the employees in
achieving their respective aims and objectives. There are some of the major function which the
HR manger of British Airways industry performs like recruiting, selecting, training and
development functions. Recruitment refers to the process of short listing and attracting suitable
candidate for the job within an organization. Selection is the process of selecting the best suitable
candidate among the those who have applied for the job. Whereas training and development is

the is session which ius conducted by the HR manger so as to develop and training the new
recruiter as per their job profile in order to make them specialized in their work profile.
Types of Human resource management:
Hard human resource management: It is defined as a system in which workforce of
an organization are considered as a resource like machinery.
Soft human resource management: It is defined as systems in which workforce is
treated as an important resource of an organization and where employees are treated
as individuals and their needs are taken into consideration.
Therefore, HR manager of British Airways industry must take into consideration Soft
HRM practices so as to motivate and retain talented workforce in order to achieve maximum
profit for an organization.
Role of Human resource management: The main role of HRM team is to suggest
Management team about how to manage individuals within an organization. In addition to this,
other major role of HR manager of British Airways industry are mentioned below(Cascio, 2014)
:
Working together: It’s the main role of HR manager of British Airways industry to
work together so as to develop employees morale and skills abilities.
 Commitment building: HR manager of British Airways industry plays other
important role like suggesting strategies so as to increase employee commitment
towers the organization. This starts with recruiting process with the right position
according to their respective qualification. Once the candidate is hired he/she
must be committed to their jobs.
 Addressing issues: Human resource management of British Airways industry
perform the role of strategic planning too so as to address not only the changing
needs of the workforce but also should taken into consideration about the
constantly shifting competitive job market. In addition to the HR manger of the
industry should also consider workforce benefits packages so as to access for cost
to the employer.
In addition to the above role, other important role of Human resource manger of British
Airways industry is to recruit, select, train and develop employees so as to get better and talented

workforce for the organization. Thus, it helps in accomplishing better outcome for the
organization.
Purpose of Human resource management:
 Internal customer management: Human resource gentlemen have several key
purposes and one of the important is internal customer management. As the
productivity of an organization depend upon the quality and performance
rendered by the employees(Chelladurai and Kerwin, 2017). So it’s the prime
responsibility of HR manager of British Airways industry to define and
implement the policies and process so as to recruit, attract and retain suitable and
talented employees.
 Metrics: Main purpose of human resource management is to interact with very
employer of each department and to create efficiency at all level and this can be
done with the help of Metrics. It is an effective method which is used to analyse
cost and to generate effectiveness and efficiency at level of an organization.
 Cultural sensitivity: To maintain cultural awareness is the other important
purpose of Human resource gentleman of British Airways industry. HR manager
is routinely called upon so as to mage cultural differences. As recruiting and
selecting prospect from one part of the world for resettlement to another require
proper understanding about the red tape, contracts and endorsement.
Thus overall it can be said that Human resource management of British Airways industry
main purpose is to improve the productivity contribution of people to the organization. So in
order to improve productivity its the prime role of HR manager to recruit, select train and
develop best candidate for the organization so as to result better outcome for the company in
future.
1.2Human resource plan based on a analysis of supply and demand of British Airways industry
Human resource planning: Human resources are termed to be an important tool or an
asset of an organization. Whereas human resource planning is an important managerial function
which is performed by the HR manager of British Airways industry(Ellinger and Ellinger,
2014). In addition to this manger of industry has the responsibility of placing the right type of
people, in right number at the right time for the right position should be recruited and selected.
In addition to this, it is all about forecasting the need of human resources in future and to

determine about how the existing resources can be utilized so s to achieve better outcome for the
organization.
Human resource planning process consists of four broad steps which are taken into
consideration by the British Airways industry and they are explained below:
 Current HR supply: To assess the current availability of human resource in an
organization is the foremost step of HR planning which is followed by the manager of
British Airways industry. It basically involves to study the strength of human resource in
terms of talents, skills, qualifications, age, experiences, grades, compensations and
competencies.
 Future HR demand: To analyse the need of future workforce requirement of an
organization is the second mist step of HR planning which id followed by the manger of
British Airways industry. In this stage in order to determine future HR demand following
variables need to be taken into consideration like attribution, foreseeable vacancies,
promotions, retirements, preset transfer etc.
 Demand forecast: After analysing future demand next step which is followed by HR
manager of British industry is to forecast demand. This is done by matching current
supply with the future demand of HR. In addition to this demand forecasting must be
aligned in such a way so that it become easy for every one to understand about the
business objectives and strategies in a long run.
 HR sourcing strategy and implementation: After analysing the gap in HR supply and
demand, HR manager of British Airways industry develops plan so as to overcome the
gap as per the demand forecast created by HR manger. This can be done by conducting
communication programs with workforce, recruiting and outsourcing, talent gentleman,
revision of policies etc. After this plan is implemented by the industry so as to make
execution process smooth and efficient.
Thus, overall it can be concluded that if the HR manger of British Airways industry does
proper and accurate HR planning then it will help the organization in achieving its aims and
objectives in a specified time schedule.

TASK 2
2.1Current state of employment relations in a British Airways industry
Employment relation: It is referred to as the regulation of employment relation between
employee and the employer both individually and collectively. In addition to this, it can be said
that it is essential for the companies so as to keep harmony in the relation between employer and
employee's as better relationship and coordination will result in rendering positive outcome for
the company(Evangelista, 2014). One of the best example is British Airways service industry
where the good employment relation is being taken into consideration as effective tool because
of which in today's modern era it is one of the largest airline companies in the world. Like the
British Airways industry has introduced industrial relations change programme so as to prevent
future interruptions.
The main aim to carry out this program by the industry is to reduce the communication
barrier and to increase the understanding concerning issues among the manager and the trade
unions so as to run business smoothly without any hurdle. In addition to this British Airways
industry has developed the characteristics of a public company like development of traditional
employment relation strategy and unionised action. Moreover manager of this industry should
also develop high performance work practice too so as to develop healthy workplace
environment and better employment relation. Further more industry should also focuses on the
development of human capital so as the develop individual. Thus it will result in increase in their
skills and will also improve customization of services and will helps in increasing better
coordination and employment relationship. HR manager of the industry should render flexible
environment by letting employee’s participation in each activity so as improve overall
performance of workforce. Thus, overall it can be concluded that unions are important so as to
improve the relationship of employer and employees as well as to increase the productivity
effects of high performance working of both the workforce and the organization.
2.2Explanation about how employments laws effect the management of human resource in
British Airways industry
Employment laws: This law is also known as labour laws which mediates the
relationship between workers , trade unions and the government(Jung and Yoon, 2014). In
addition to this it consist of thousand of federal and state act, judicial decisions and

administrative regulation. Some of the employment laws which effect the management of human
resource in British Airways industry are mentioned below(Jung, 2014): Employments Relation Act: One of the important legislation governing employment
relationship is the employment relation act. It provides the structure for unions and
employers for British Airways industry so as to enter and to negotiate into collective
agreement(Vomberg, Homburg and Bornemann, 2015). In addition to this it also provide
structure for both employees and employer so as to negotiate into individual agreement.
The principle for good faith is an essential element of Employment relation act. It can be
achieved only if there is open and honest relationship among employers, employees and
trade unions. Moreover, British Airways industry should take into consideration this
employment act and should mould it strategies and policies accordingly so as to achieve
increase in productivity and profitability ratio of an organization. Thus, it will help in
building better and positive relationship among the human resources of an organization.
 Employment Rights Act: It is also one of the employment law which is passed by the
conservative government of United Kingdom so as to codify individuals rights in UK
labour law. There are some of the important parts of employment right act which are
explained below(Lăzăroiu, 2015):
1. Unfair Dismissal: This specifies that employees have a right under section 94 of
the act not to be unfairly dismissed(Tyson, 2014). This right is beneficial for the
employees as it states that employee have the right to seek for complain when
their rights gets breached. So its the prime responsibility of the manger of British
Airways industry to not to give them any kind of chance for seeking complaint
against breaching of right of employees.
2. Equal opportunity Act: This specifies that every employees must be treated
equally without any biasses(Taylor, Dohertyand and McGraw, 2015). In addition
to this it specifies that employees should not be discriminated on the basis of
following characteristics like age, sex, marital status, religion and beliefs. So in
order to achieve goal on time manger of British Airways industry should treat
their each employees equally without discriminating them on any characteristics.
Thus overall it can be said that employment laws plays an important role in achieving
successful growth of the firm in an organization. One of the best example is Advisory,

Conciliation and Arbitration service. It is the non-departmental public body of the government of
UK. Its main purpose is to improve working life of organization and workforce through
promotions and by facilitating strong industrial relations practice within the organization. It
mainly do this through various media like arbitration, trade unions etc.
TASK 3
3.1Job description and person specification of British Airways industry
Job description: It is the document which gives the brief about the general task, duties and
responsibilities of a particular position.
Person specification: It refers to the description of skills, qualification, knowledge, experiences
and other attributes which the candidate must have to perform a particular job.
Example of job description and person specification of British Airline industry is mentioned
below(Nieves and Segarra-Ciprés, 2015):
British Airways industry
JOB DESCRIPTION
Role Information
Job Title: Cabin Crew London City
Band: Non management
Department: British Airline City Flyer
Job purpose
A opportunity where you will deliver outstanding customer services.
Principal Accountability
 To ensure operational safety, health safety and security responsibilities
 To ensure safety and equipment procurer training
 To deliver excellence world class service
 To ensure compliance with all the procedure and policies as per legislation
 To act as a role model to crew, customers adhering to uniform standards
Person Specification
Skills

 Should possess skill of passionate about delivering excellence service to customers
 Should be able to deal confidently in challenging and difficult circumstances
 Should possess the skills of building relationship with all colleagues a professional
manner Should be capable of understanding and respecting different backgrounds and culture
Qualifications
 Must be aged 18 or over at the time of applying for job
 Must be fluent in English speaking and writing
 Must have valid passport
 Must have the ability to retain and obtain airside pass Must have the willingness to work during shifting hours
Experience
Must possess previous customer service experience, preferably within travel and hospitality
industry
Physical Criteria
 To be medically and physically fit
 Required height 1.575m and 1.85m
 Ability to lift weight of 9kgfrom the height of 195cm
 Ability to swim 50m for 3 minutes Ability to tread water whilst fitting a life jacket and must be able to pull your own body
weight out of water
Behaviour required for this role Faster:clear understanding about what need to be achieved and must be able to make
quick decision so as to ensure deliver on time as committed. Smarter:Must be smarter to innovate and should be able to constantly seek
improvement through proper understanding of customers. Leaner:Must possess the behaviour to reduce complexity and are cost conscious to
ensure reinvest where it matter most.
 Together:Must possess the behaviour to work together to archive vision.

3.2Comparison of selection process of different service industry
British Airways Service industry recruit/selection process
Step 1Vacancies are posted on the website page of British airline industry
Step 2Secondaly applicants are asked to fill up online questions as specified below
Please confirm that you meet all the essential requirements
I have unrestricted right to live and work in UK without sponsorship
My passport allow me to have unrestricted travel globally
Q 1)I am able to comply with all the above requirements
 Yes
 No
Please confirm that you understand and met all these requirements
I do not have any disqualifying convictions for the role which I am applying
I have not applied for this or other cabin crew role with British airways with the last six
months
Q2) I am able to comply with all of the above requirements
 Yes
 No
Step 3 If the applicant answer yes to each of the above question then he/she will require to fill
an interest form :
Step 4 After filling interest form then the completion of online form id done
Step 5Applicants who will meet the basic requirement will be given log in to complete a series
of online test like verbal reasoning etc.
Step 6 After successful online test then there is assessment test is taken which include multiple
choice question.
Step 7 After all the above steps then medical check and background check is being done.
Step 8In this step training place is offered
Step 9 This is the last step where cabin crew starts its position.
Transport for London Recruitment/Selection process

Step 1Vcaanicies are posted on the Transport for London websites
Step 2In second step applicant create login and password to the job vacancy page on T&l site
Step 3After generating Id they apply for job vacancy
Step 4 In this step those applicant who meet the basic requirement complete online situational;
judgement test
Step 5After judgement test there take place assessment session
Step 6 In this stage applicant successful in assessment session are called upon for a role play
exercise and interview
Step 7 In this stage medical questionnaire and test is being done of the applicant
Step 8 In this stage applicant is offered with the position
TASK 4
4.1 Assessing of contribution of training and development activities to the effective operations of
British Airways industry
Training and development: It is defined as subsystem of an organization which
emphasizes on improvement and development of the performance of the people and groups.
Training is refer to an educational process which involves sharpening of concepts, skills and
knowledge of the workforce(Nieves, Quintana and Osorio, 2014). The motive behind rendering
training by British Airline industry to their workforce is to create positive impact which would
last beyond the end time of the training itself and to let the employee updated about the new
technology and phenomenon. In addition to this other importance and contribution of training
and development activities to the effective operations of British Airways industry are explained
below:
 Improved employees performance: Most important of all training and development
session which is rendered by the British Airways industry helps in improving employees
performance level by developing their level ODF skills, knowledge , abilities and other
important attributes(Purce, 2014). Thus, it lead in the overall development of effective
operations of an organization.
 Addressing weaknesses: Most of the employees possess some weaknesses in their
workplace skills and in order to overcome those weakness training and development
session is being rendered by the HR manager of British service industry.