Analysis of Human Resource Management Practices in British Airways

Desklib provides past papers and solved assignments for students. This report analyzes HRM in the service industry, focusing on British Airways.

Human resource management in
service industry

TABLE OF CONTENTS
Introduction......................................................................................................................................1
LO1..................................................................................................................................................2
1.1Analyses the role and purpose of human resource management in British Airways.............2
1.2 Justify a human resources plan based on an analysis of supply and demand for service
industry........................................................................................................................................4
LO2..................................................................................................................................................7
2.1 Assess the current state of employment relations for the Airline industry............................7
2.2 Discuss how employment law affects the management of human resources within British
airways.........................................................................................................................................9
LO3................................................................................................................................................10
3.1Discuss a job description and person specification for a selected service industry job........10
3.2 Compare the selection process of different service industries businesses...........................12
LO4................................................................................................................................................14
4.1 Assess the contribution of training and development activities to the effective operation of
Transport for London.................................................................................................................14
M1. Identify and apply strategies to find appropriate solutions................................................16
M2. Select/ design and apply appropriate methods/ techniques................................................16
M3. Present and communicate appropriate findings.................................................................16
Conclusion.....................................................................................................................................17
References......................................................................................................................................18

LIST OF FIGURES
Figure 1: Role and purpose of human resource management..........................................................3
Figure 2: Training and development process.................................................................................15

LIST OF TABLES
Table 1: HR Plan.............................................................................................................................4
Table 2: Job description.................................................................................................................10
Table 3: Person specification.........................................................................................................11

Introduction
The most important aspects of an organization are the human resource management which
ensures in the effective growth of a business and customer services. They are also responsible for
performing several functions in terms of fulfilling the requirements of the human resource of the
service industry and also manage the employee’s issues effectively. Also, the current report will
discuss human resource management (HRM) importance in the British airways industry which is
the largest industry located in the UK. The British Airways is successful recently for gaining the
agreement for the flights to the Madeira from Heathrow for which the HRM will analyse the
human resource supply and demand effectively in terms of meeting with the needs of HR in an
organization. The report will also highlight the employee’s legislation impact on HRM and also
compare the selection process which different airline industries use in the hiring of the
employees. At last the report will discuss the training and development importance and role for
enhancing the employee’s performances and efficiencies.
1

LO1
1.1Analyses the role and purpose of human resource management in British Airways
The human resource management (HRM) is a strategic approach to manage the people in the
organization effectively which helps the British Airways to achieve competitive advantages.
British Airways in the UK is the largest airline by the fleet size and is carry the second largest by
the passengers, in which the HRM plays a vital role for the development and management of its
workforce.
Role of HRM in British Airways
HRM in British Airways performs the different responsibilities and roles to ensure the smooth
operations and functioning of several aviation industries. The aviation industry enhances
business growth and higher customer service by managing several issues and aspects related to
HRM effectively. Some of the following roles and responsibilities of HRM in British Airways
are as follows:
Identify and fulfil manpower requirements: HRM is responsible for fulfilling and identifying
the requirements of human resource in terms of performing several airlines’ activities. British
Airways is successful in gaining the agreements for the flights to Madeira from Heathrow in
which they require the skilled force in an organization.
Promote teamwork: HRM role in this is to coordinate and promote the teamwork by providing
efficient and fast services to the passengers in flights. The need for the HRM department is to
guide the employees effectively to perform the work by coordinate properly in the group
(ARMSTRONG and TAYLOR, 2014).
Handle various issues: In this HRM has a duty to resolve the several issues and aspects related
to employees like promotion, training, salary etc which is related to work. So it’s a duty of the
HRM is to solve all the issues related to health and safety by providing required facilities of
medical treatment, training etc.
Purpose and functions of HRM
2

Prepare HR strategies: In British Airways, the HRM department prepares several strategies for
ensuring the performances and efficiency level of the employees to provide the best quality
services to the passengers or customers.
Recruitment and selection: Organization is successful for gaining the agreement for the flights
to the Madeira from Heathrow so the HRM needs to hire the skilled workforce in an
organization. The need for the HRM department is to conduct the activities of the recruitment
and selection process to provide the training to the employees on time.
Training and development: When skilled people recruit, the HRM department is needed to
provide the work-based training and necessary skills to the employees to provide efficient and
fast services to the customers on flights (Kelly Max, 2016).
Performance management: HR also needs to control and manage the employee’s performances
to identify the deficiency in employee’s performances. If there is any gap is found in employees
performances then, the HR department has a need to determine the gap by providing the proper
training and development in the employees.
Rewarding: The rewards system of their work can enhance the performances and efficiency of
the employees by delivering quality services to the passengers and helps them in accomplishing
the work on time (Borenstein and Rose, 2014).They reward employees in a both non-monetary
and monetary form which improve the employee’s performances and efficiency.
Figure 1: Role and purpose of human resource management
(Source: Kelly Max, 2016)
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1.2 Justify a human resources plan based on an analysis of supply and demand for service
industry
In an organization, the human resource planning is to conduct and analyse the reliable manpower
position and existence the manpower position to reduce the gap in them in terms of enhancing
the profitability, productivity and business goals.
HR plan is to implement effectively by the HR manager of British Airways to introduce the
innovative services of the flights. This HR plan is needed to include the requirement of the staff
and working hours of the employees for their job role like admin staff, engineers, cleaning staff,
cabin crew etc. The staff supply and demand included in the HR plan which should be flexible
because it affected by external and internal environmental factors or by changing environment
conditions.
Table 1: HR Plan
Job roles of
staff
Knowledge and skills
required
Full
time/part
time
Working
hours per
week
Existing
employees
numbers
Employee
turnover
percentage
Staff
demand
or need
Engineering The proper knowledge
of operational
activities and
functioning of flight
with appropriate
knowledge of the
flight issues.
Part Time 27 hours 180 13% 120
Admin staff Admin staff skills
required as they
handle equipment by
having the self-
motivation skills,
proper communication
skills and managing
the resources
effectively
Full Time 28 hours 100 20% 190
Cabin Crew Effective interactive
and interpersonal
Full Time 30 hours 140 24% 190
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skills as well as proper
leadership skills
Pilots Pilots need to have an
attractive personality
and also have a
knowledge about
several flight
functions (BACH and
EDWARDS, 2013)
Full Time 29 hours 110 25% 80
Baggage
Handlers
They need speed and
quickness at their job
role and also able to
determine the
customer queries
through proper
communication skills.
Full time 30 hours 120 32% 300
Cleaning staff In this, candidates
needed to have the
proper knowledge of
safety principles and
also need to have
skills of self-
motivation towards
work accomplishment
Part time 30 hours 170 33% 150
Flight
attendant
They should have
skills in problems
solving so that they
can solve the
complaints and issues
of the passengers.
Part time 30 hours 150 22% 180
5

LO2
2.1 Assess the current state of employment relations for the Airline industry
The employment relations are defined as an interrelationship between trade unions, employees
and employers. The most valuable assets in an organization are the employees for the airline
industry because they are contributing their time and efforts by providing efficient and fast
services to the passengers in flights. The employment relationship is improved through creating a
healthy working environment on the workplace and also providing the several employees’
benefits which will build loyalty and a strong trust in them in an organization.
The roles and responsibilities of an employee are distributed based on an employment contract
between employees and employers. British Airways, HRM department needed to make the
appropriate strategies by providing the right training, professional growth, training, and several
benefits which make employees happier and this will enhance the productivity and customer
services of a business (Eaton, 2017). Also, the HRM role is to encourage the employee’s
participation and performances in the process of decision making by providing them with all the
valuable opinions which enhance their customer services.
The HRM is mainly responsible to make the employment contracts as well as involve the
conditions and terms in a suitable manner which employees can accept and thus satisfy their
needs. Also, the HRM needed to give them equal opportunities to the employees who encourage
them to participate in the sessions of training and receive equal growth opportunities. The
effective communication among employees, employers and their supervisor also build a strong
link in them and thus this enhances the airline industry growth and productivity.
There are several employment legislation and laws to protect the employee’s right and interest in
the workplace in an organization. Some of the following employment legislation is as follows:
 Equality Act 2010
 Race Relations Act, 1976
 Employment Rights Act 1996
 Sex Discrimination Act 1975
 Data Protection Act
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 Trade Union and Labour Relations Act, 1992
 The Flexible Working Regulations 2014
 Employment Act 2002
7

2.2 Discuss how employment law affects the management of human resources within British
airways
There are several laws types which have formulated to safeguard the employee's interest and
rights during this employment period. One of the largest airline industries in the UK is British
Airways which have numerous employees provide efficiency and fast services to the passengers.
Some of the employment laws and their impact are as follows:
Employment Relations Act: In this legislation, it is created for a purpose of regulating and
ensuring the strong relationship among employees, trade unions and employers at the workplace
in an organization. It is an act which promotes fairness, good faith, protecting the employee’s
rights and regulating collective bargaining (BRATTON and GOLD, 2012). In British Airways
the employees can be retained longer time through building a strong relationship and creating the
transparency between trade unions, employees and employers.
Employment Rights Act, 1996: It is an act which is created in regulating the employee’s rights in
an organization. This act regulated that British Airways provide the equal right opportunities to
the employees without any discrimination based on growth opportunities, sex, disability and
race.
Equality Act 2010: It is an act which regulated that the organization such as British Airways
provides equal opportunities to the employees without any discrimination based on sex, gender,
race, caste etc. The fair and equal treatment with the employees will enhance their efficiency,
trust and morale towards an organization which retain them longer time in an organization.
Trade Union and Labour Relations Act, 1992: It is an act which is formulated for regulating the
purpose of British labour law. It is a law which provides the structure of the trade unions to
properly bargain with an employer and protect the employee’s rights without suffering from any
discrimination (Harvey et al., 2013).
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