HRM in Service Sector: Analysis of British Airways Operations

This report provides a comprehensive analysis of Human Resource Management (HRM) within the service sector, using British Airways as a case study. It begins with an introduction to the role of HRM and its significance in the service industry, highlighting key functions such as recruitment, training, performance appraisals, and maintaining a positive work environment. The report then delves into the HR planning process, outlining steps such as assessing current HR supply, forecasting future demand, and developing sourcing strategies. It also examines employment relations, including the duties of employees and employers, and the current state of employment relations in the UK. The report further explores various employment laws affecting HRM in the UK, specifically within the service sector, including the National Minimum Wage Act and Working Time Regulations. Finally, it compares the recruitment and selection processes for a Customer Support Executive role within British Airways, detailing job descriptions and person specifications.

HUMAN RESOURCE
MANAGEMENT IN
SERVICE SECTOR

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1...........................................................................................................................................1
1.2...........................................................................................................................................2
TASK 2............................................................................................................................................3
2.1...........................................................................................................................................3
2.2...........................................................................................................................................4
TASK 3............................................................................................................................................5
3.1...........................................................................................................................................5
3.2 ..........................................................................................................................................7
TASK 4............................................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Human resource management consist significant role within the company. This is
because it follows certain rules and regulations to operate functions within the business
environment. They are design activities of the organization to maximise employee performances
to meet with objectives (Al Ariss and Crowley-Henry, 2013). Present report is based on British
airways which provide services such as holiday packages, flight bookings and many more other
aspects within the business. In respect to this, present report covers importance of HRM and their
purpose in the cited firm. Furthermore, it includes assessment of current state of employment
relations with the service sector in UK. Moreover, report also identify various employment laws
that can be affect to the management of human resource in UK with focusing on service sector.
In addition to this, report also compare the selection process of the different services industry
business.
TASK 1
1.1
HRM play vital role within the business operations due to effective performances for an
individual in the organization. Good working conditions also determines benefits for an
employees' which can be done through effective resources (Enoch, 2016). It can be determines
various important fundamental aspect within British Airways which are as follows:
 Recruitment and training: This is the one of major responsibilities of the HR manage of
British airways. In respect to this, company need to adopt effective process of recruitment
and selection process. They need to design the criteria for plan and strategies for recruit
and select the best people within the business (Chen and Cheng, 2012). As results, staff
members get opportunities to enhance existing skills and develops them for determine
abilities of organization workers.
 Performance appraisals: Further, HRM also encourages to the people for working
according to their ability and potential efforts within the firm. In respect to this, manager
of British airways need to communicate with their members for provide necessary
information related with the goals of firm. As results, company will easily attract
potential customers for making effective working environment (Truss, Mankin and
Kelliher, 2012).
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 Maintaining work atmosphere: In this aspect, Hrm also play very important role for
developing operations in systematic manner within the firm. In respect to this, in the cited
firm good working conditions is the benefits for employees through they can expect
efficient workers within the organization (Morrison, 2013). Safe, clean and effective
working environment can bring the benefits for employees within the business.
 Managing disputes: In the organization there are several issues that can create issues and
disputes among the employers and employees. As results, it creates conflicts among the
organization members (Importance of Human Resource Management, 2016). In this
situation, in British airways HR play role to act as mediator to solve the organization
problems.
 Developing public relations: In this aspect, British airways consist their responsibilities to
establishing good public relationship with the HRM I great extent. They determine
business meetings, seminars and other official gathering to meet with expected
environment at the workplace (Chand and Katou, 2012).
1.2
In order to considered HR plan in British airways, such steps can be taken by them for the
enhancing business performances. In respect to this, cited firm can easily expand their business
for enhancing business revenues. They can monitor their performance through they will easily
identify transactions in effective manner (Drori, Höllerer and Walgenbach, eds., 2013).
Following steps can be taken within the business environment:
 Current HR supply: Assessment in the current human resource availability in the
organization consist foremost step in the HR planning. It includes study of human
resource strength in British airways in term of their skills, talents, competencies,
qualifications and many more things. In this stage, employer take interview from various
candidates according to their capabilities (Al Ariss and Crowley-Henry, 2013).
 Future HR demand: In this step, British airways determines future workforce
requirements in the business for HR planning. In addition to this, they are also taken
variables like attritions, lay off, promotion and retirements to determining future HR
demand. In addition to this, certain unknown workforce variables like competitive
elements, resignations and many more other factors can be includes in the scope of
analysis (Enoch, 2016).
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 Demand forecast: After analysis future demand, British airways proceed further in which
they match current supply with the future requirements. It will assist them to create
demand forecast. In addition to this, it is also beneficial for them to understand business
strategy and objectives in the long run. As results, company can aligned with
organizational goals easily (Chen and Cheng, 2012).
 HR sourcing strategy and implementation: After determining gap between supply and
demand, it is very important for the organization to create demand forecast. In this step,
they can demonstrate communication programs with employees, relocation, revision of
policies and training and development program within the business environment. Further,
the company can make their plan for regulate and legal compliances within the business
environment to prevent any issues within the workplace (Truss, Mankin and Kelliher,
2012).
TASK 2
2.1
 Employment is a contract between employee and employer . Relationship between the
employer and the employee is of a
 Employee: employee refers as an any individual, where services are renders by an
independent contractor.
 Employer : Employer refers as an organization, any government entities, non-profit
organizations, small business or people who employs or puts to work. An employer
generally determines the location and conditions of employment.
 Maintaining a strong employer and employee relationship can be the important to the
ultimate success of an organization. An employer should trust his employee and an
employee should trust his employer because it helps in maintaining a relation between
employee and employer(Al-Sarayrah, et.al.2016.). Employment regulation was generally
consider two things, i.e. employees rights and provided employers with a legal
framework. Employment regulation was perceived as wider.
 Strong employment relations create a healthy atmosphere within the organization.
 It increase the employee motivation.
 It increased employee morale also.
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 Maintaining strong employee relations is providing employees with the great image of
ambition ans success.
Duties of employees:
 cooperate with the employer.
 Perform duties with proper care.
 Not to misuse the information while in service.
 Work with reasonable care and skill. To be honest.
Duties of employer:
 To provide a reasonable amount of work
 To provide a healthy work environment.
The current state of employment relations:
The state can be difficult to describe because it encompasses more than a single actor, and many
different organizations and government department can influence employment relations
outcomes in various ways.
In service sector UK government can manage the economic policy objectives through: To
maintain high levels of employment
To ensure price stability.
To maintain balance of payment surplus.
To protect the exchange rate.
The UK government is able to exert a significant influence on the relationship between firm and
its employees(Oke, 2016.). Legal intervention by the government , which has changed direction
according to the political ideologies of those in power.
2.2
In human resource management certain rules , law, regulations, policy and governing entities .
Each nation has its own employment law, rule and regulations. HRM covers the various aspects
of making up a workforce for the company. HRM involves management functions like planning,
organizing, directing and controlling. Human resource helps to achieve individual, firm and
social objectives. The most important role of human resource managers are to attract, select, and
develop employees in order to fit in the companies cultures. Most of the individual in UK
running a small or medium sized business. It is beneficial for the government as well as HR and
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legal department for a low fixed annual fee. In UK, various private sector employers are small to
medium size business(Chaneta, 2014.). Only few employee they need pay some attention to
employment low or human resources.
various employment laws affect the management of human resources in the UK with a focus on
the service sector.
With the increase in service sector organizations all over the world, human resource need to step
up to the role in the fast- paced world. In service sector all part of the economy that includes
peoples and organizations that produce services rather than goods. It is one of the fastest growing
sector all over the world economy. Service sector includes healthcare ,transportation, education
etc(Riley, 2014.).
 individuals at work in the UK benefit for a minimum charter of employment
rights. various employment laws affect the management of human resources in the UK :
 national minimum wage ACT 1998: The national minimum wage Act 1998 create a
minimum wage across the United kingdom.
 Working time regulations 1998: These regulations govern the time that people in the UK
may work. This law apply to all the workers and stipulated minimum rest breaks. Daily
rest.
 Various law like Pension ACT, occupational ACT, collective bargaining, occupational
pensions, trade union and labour relations ACT are affect the management human
resource in UK.
TASK 3
3.1
Recruitment and selection of candidates is considered as the main process that helps in
selecting skilled candidates for the post. Here, British Airways which operates in Aviation
industry and thus it is essential for firm to recruit professional people at the job so that they can
carry out the operations effectively and efficiently (Chand and Katou, 2012). Selection could be
done using different procedure and through which an individual needs to undergo so that from
various number of applicants, skilled personnel could be selected. Recruitment can be
determined as one of the important area of HR that enables the firm to select the most skilful and
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knowledgeable worker who can support the firm in achieving their goals and objectives(Chen,
Matsumura, Wu, 2014.).
The identified job title in British Airways is Customer Support Executive. An individual
working with this job title aims at using his skills for providing the service of the highest
standard to the customers (Feldman, Pamboukian and Deng, 2013). The ultimate aim of this area
is to make sure that they deliver their customers with high quality services. These people have
direct interaction with their customers and provide them services as per their needs and
requirements. Moreover, they are helpful in develop positive perception among mind of
customers and to develop strong customer base. The job description and person specification for
this job title have been discussed below:
Job description: Potential customers: There are many organizations which provide their customers with
similar products and services like British Airways (Chen, Matsumura and Wu, 2014).
However, the main role of customer support executive is to make sure that they identify
people who will be willing to make use of the services that are provided by the BA.
Further, they also aim collecting personal information from service users so that through
them more new potential customers can be attracted. Resolving issues: There are conditions in which people face issues in the services and
products that are used by them. The role of this area is to make sure that all the issues or
problems are solved. Maintaining records: With change in time personal information get changed and it is
important for customer support executive to update the information that reach out to them
and make them loyal towards the services provided by the firm (Khan and Gibbons,
2014).
Personal specification: Communication: It is important for one to have proper communication skills so that they
will be able to make customers understand solve the issues that are faced by them. Listening skills: All the interaction with customers is through telephone and so it is
essential for one to have proper listening skills so that they can act accordingly (Rawson,
Duncan and Jones, 2013).
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 Effective teamwork: They are provided with targets that they have to achieved by them
and in order to reach out their targets, it is important that they have proper team working
skills so that they will be able to support the firm.
3.2
Selection process is the process of interviewing and evaluating candidates for a specific job
and the selection of the employee is based on the certain criteria of the employment. The section
process is different for the different different potion. Employee selection can range from a very
simple to very complicated process that all depend upon the position for hiring.The selection
process is quite lengthy and complex as it involves a series of steps before making the final
selection. The procedure of selection may vary from industry to industry, company to company
and even from department to department.
 The process of selection comprises of following steps
 preliminary interview It is used to eliminate those candidates who do not meet the
minimum eligibility criteria laid down by the organization. These are less formalized and
planned than the final interviews.
 Receiving Application Once the individual qualifies the preliminary interview he is
required to fill in the application form in the prescribed format.
 Screening Applications: Once the applications are received, these are screened by the
screening committee, who then prepare a list of those applicants whom they find suitable
for the interviews.
 Employment Tests: In order to check the mental ability and skill set of an individual,
several tests are conducted.
 Employment Interview: The one on one session with the candidate is conducted to gain
more insights about him.
 Checking References: The firms usually ask for the references from the candidate to
cross check the authenticity of the information provided by him.
 Medical Examination: Here the physical and mental fitness of the candidate are checked
to ensure that he is capable of performing the job.
 Final Selection: Finally, the candidate who qualifies all the rounds of a selection process
is given the appointment letter to join the firm.
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 Thomas cook adapted this kind of selection process to select their employee and this
process is very affective process to choose the employee .
 Most of the company apply this process but other company they apply some other
process as well for an example S T a travel have their different section process in the
company. Most of the elements are the same but some are different.
 1.preliminary interviews this step use by most of the company to know that the person
who can do that job. This is also depend upon the qualification based.
 Application blanks the person who qualify the preliminary interview are only required to
fill the blanks. It contain the data record.
 Written tests that conduct for the intelligence test and to know the knowledge about
that(Rawson, Duncan, Jones, 2013.).
TASK 4
4.1
Training and development as they aim to reduce the barriers of employability of those that have
fewer opportunities to do so. Training is a vital part of every employee and employer. Training
refers as the process of learning and being conditioned. Training is very important for the
individual development and progress of the worker(Morrison, 2013.). Training and development
are also require for update employees of the market trends and the change in the employment
policies. The main objective of training and development is to help employees in gaining their
personal goals. Both training and development are continuous process of organization.
The training and development function of Thomas cook and assess the contribution of training
and development activities operation of the business(Khan, Gibbons, 2014.).
Based on the need and availability of resources Thomas cook , design the training program to a
specific job position of task.
IMPORTANT OF TRAINING AND DEVELOPMENT
 Help in addressing employee weaknesses- there are many employee who are weak at the
working so training shall provide them to work on their weakness by grooming their
skills and knowledge. It is very important to work on the weakness so that perfection can
be attained.
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 Improvements in worker performance- training shall provide improvement in work
performance as the main motive of training is to make changes and bring improvements
in the work(Armstrong, Taylor, 2014. ).
 Consistency in duty performance- a consistency shall be made if training is provided.
 Ensuring worker satisfaction- by providing training, knowledge is inculcated by which
worker shall be able to achieve goal in given time. When the work is achieved on time
then a level of satisfaction is attained.
 Increased productivity- training shall always provide increase in workers productivity
 Improved quality of service and products- the quality of service shall be achieved as the
work has been carried out in perfection and such perfection is attained when training is
provided(Brewster, Mayrhofer, Morley, 2016.).
 Reduce cost is also provided in training
 Reduction in supervision.
CONCLUSION
From the above report it can be concluded human resource management play significant
role within services industry. It consists various importance at the workplace such as
performance appraisals, training and development, managing disputes and many more elements.
Furthermore, report also depicts analysis of current state of employment relations in the cited
firm. Moreover, it determines human resource plan based on the supply and demand for the
selected industry. In this aspect, report determines current supply, future demand, demand
forecast and HR sourcing strategy and implementation. It has been concluded from the above
report that human resource management is very important aspect of a company for the peaceful
regulation and efficient management system which should be followed in a company. Human
resource management describes about the formal system that has to be followed by a company
for perfect management. Further this report also contains a efficient human resource plan that is
efficient in case of supply and demand which are inversely proportional to each other. Further in
this it is explained that there are some rules and regulation for employer-employees to safeguard
their rights and interest from violation. In HRM employment laws are very much important for a
company to protect their goals. Further in this project it was discussed that specific jobs that a
person can choose are beneficial for him/her in many ways as that person is able or expert of that
field particularly.
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