HRM Analysis: British Airways and Service Industries Report

This report provides a comprehensive analysis of Human Resource Management (HRM) within the service industry, using British Airways as a key example. It begins by outlining the purpose and roles of HRM, including planning, recruitment, training, and employee welfare. The report then delves into human resource planning, emphasizing forecasting, retention, and employee development. It also examines the current state of employment relations, the impact of employment law, and explores job descriptions and selection processes. Furthermore, the report highlights the significance of training and development activities in enhancing the effectiveness of service industry operations. Overall, the study aims to provide insights into effective HRM practices within the service sector, focusing on strategies for employee management, legal compliance, and operational efficiency.

Human Resource Management for
service industries

Contents
INTRODUCTION.................................................................................................................................3
TASK 1.................................................................................................................................................3
AC 1.1 Purpose and Role of human resource management in British Airways.................................3
AC 1. A human resources plan that is based on an analysis of supply and demand for a British
airways..............................................................................................................................................4
TASK 2.................................................................................................................................................5
AC 2.1 The current state of employment relations in service industry..............................................5
AC 2.2 Determining the effects of employment law on British airways industry..............................5
TASK 3.................................................................................................................................................6
AC 3.1 Job description and person specification for airline industry job...........................................6
AC 3.2 Compare the selection process of different service industries businesses..............................7
TASK 4.................................................................................................................................................8
AC 4.1 Contribution of training and development activities in order to perform effective operation
of service industry business...............................................................................................................8
CONCLUSION.....................................................................................................................................9
REFERENCES....................................................................................................................................10

INTRODUCTION
Human resource management can be considered as a particular department in
industries who performs the functions of controlling and managing human resources in the
Airlines industry. This report will help in understanding role and purpose of HRM in British
airways. It will also throw some light of the employment law and supply demand in service
industry. This research will also help in understanding about selection, training and
development of employee relation in service industry. This study is mainly aimed at
performing the effective operations in service industry. This study will also help in
understanding concept and role of HRM in service industry in order to sustain in the market
for longer duration. It will also provide demand and supply of the British airways. This report
will also provide selection nd recruitment process of different business. The research will also
focus in describing the importance of training and development in different industries.
TASK 1
AC 1.1 Purpose and Role of human resource management in British Airways
Human resource Management can be termed as process by which employees are organized,
hired, planned selected and retained in order to perform operations of the industries so that
large profitability can be achieved. Human resources are planned considering various
environmental factors in which they can contribute towards the economic growth and
development of the British airways. The main function of HRM is recruitment and selection
of employees through various processes like interviews, placements, aptitude test etc. in
order to perform the operational tasks of the company (Eaton, 2017). British Airways mainly
provides travelling services to customers in order to facilitate consumer with wonderful
travelling experience and this airlines industry mainly provides the comfortable Journey from
Heathrow to Madeira. The main purpose of HRM is to These services are generally aimed at
maximized profitability of the industry and along with the retention of efficient employees.
Therefore HRM has large variety of roles in order to sustain the airways industry for the
longer run. Such roles are as follows:
 Human Resource planning: HRM department is mainly responsible for
planning and requirement of human resources in different departments. So,
managers of HRM usually search the skilled labor in order to hire human
resources for the particular required field. According to their knowledge and
skills workforce is planned to work for a particular unit and deliver quality
services to customers in order to perform operational tasks for company.
 Selection and recruitment: Managers in British airways also help in playing
significant role for the selection of highly qualified personnel in order to
deliver the services to customers. This is one of the most significant role of
HRM as they have to attract large number of employees in order to seek the
job vacancies in a service industry.

 Training and development of workforce: It can be considered as most
important role as skilled and developed employees can work efficiently and
therefore they can deliver effective productivity in the British airways. In
order to create skilledful labors for the company managers have to provide
timely trainings and development sessions for improving the technical skills of
the Human resources.
 Overall Welfare of employees: The human resource managers plays important
role in recruiting right employees for correct position at right time so all such
activities are performed by managers in order to achieve the overall objective
of British airlines considering employees welfare. So employees are provided
satisfied working environment in order to maximize the quality of services for
airways industry.
Performance management and controlling the Human resource: Managers of HRM are
mainly aimed at controlling the human activities in order to improve the performance of the
organization (Kamau and Stanley, K., 2015). Managers are responsible for making the
strategic functions in British airline so these strategies are generally restructured in order to
improve the performance of the company and these practices are performed by effective
human resources.
AC 1. A human resources plan that is based on an analysis of supply and demand for a
British airways
Human resource planning can be considered as one of the important function that is
usually performed to control and coordinate the activities of human resources with the main
goals of the company. These plans are create4d in order to hire right person for right job at
correct position. Human resource plan of the british airways majorly perform four steps
which help in effective implementation of main objectives of the HR department.
Step 1: Forecasting- One of the most important step of the human resource plan is to make
plans regarding workforce requirement in order to achieve overall goals of the firms.
Prediction and forecast about the demand and supply of the employees as they have to
perform the operational tasks for the British airways which help in generating the profitability
of the company. HR managers of airways industry have to predict the future uncertainties and
opportunities of the firm that help in balancing the supply chain of the human resource in the
organization.
Step 2: Retention of skilled workers: Managers of British airways also have to make
policies and plans which help in retention of skilled labor in the company in the form of
rewards and monetary incentives so that employees remain satisfied. In order to estimate the
number of workers required for the particular task one also have to consider various retention
plans and recruitment plan in order to employ more people (Human resource management for
service industry, 2018).
Step 3: proper training and professional development among employees: This is related
with the increased knowledge of the workforce in the company. Managers of British airways

also have to provide proper trainings to improve the knowledge of employees in order to
improve the efficiency of the productivity.
Step 4: Efficient use of Human resource: British airways have to employ those workers in
the company which are required at the particular position for performing specific tasks
(Monnet, 2015). This can be accomplished by using various methods like scenario analysis,
regression technique, vacancy analysis etc.
TASK 2
AC 2.1 The current state of employment relations in service industry
The airlines service industry mainly deals with the comfort and travelling of the
people so this sector generally employ skilled labors in order to provide variety of services to
customers. Such services can be in the form of comfortable sitting facilities inside flights, and
facilitating all their requirement things like timely offering suitable eatables and healthy
experience to consumer in terms of entertainment etc. the current state of employee relation
in airline industry involves professional and cooperative environment in which employees
work contribute in providing the top quality of services to customers which help in
generating large profitability for the company. In British airways all the employees work as
an effective team in order to deliver required services to consumer and this behavior help
them to attract large number of people for experiencing the travelling experience from
Heathrow to Madeira.
In addition to provide comfortable travelling experience managers also have to make
various plans for controlling the activities and marketing strategies in order to attract large
number of customers towards the airline industries. Employment relation have to apply
coordinated efforts for making effective teams. These efforts can be applied by satisfying the
needs of the employees like proper remuneration, proper lesson plans, assignments etc. As
British airways have to reach the flights on time in order to carry out proper scheduling times
at different airports. Timely delivery of services also helps in retention of loyal customers. In
order to cover four travelling experience within for hours at the time of peak summer season.
A manager has to properly schedule the flight timings. In order to properly schedule the
timings of flights one also have to concentrate towards professional environment in the
company which help in attracting large number of consumers so company has a demand of
skilled workers who can improve the productivity in an organization.
AC 2.2 Determining the effects of employment law on British airways industry.
There are various laws are made by the government which effects the airline
industries vigorously (Analoui, 2017). The employment law is help in governing the
relationship between employee and employer in order to make an contract which includes
various terms and condition to enter into the particular business such as bargaining
agreement, wages and hours, health and safety etc. Human resource manager in British
airways have to issue a proper agreement of services in order to make employee understand
about the legal and legislative circumstances of the company.

Equal Employment opportunities: This law ensures that all the employees have right to get
equal employment opportunities in the field of airlines services (Harvey and Turnbull, 2016).
Equal treatment to all the workforce unequal treatment on the basis of caste discrimination,
color, sex and nationality loses their self-confidence and therefore their unsatisfied behavior
may be responsible for minimized productivity and ultimately whole industry have to suffer
all low performance work which minimizes the overall profitability in airline industry.
Equal pay: This employment law helps in creating e4quality among all the staff members as
women and men should be paid Equally which promotes sense of confidence among
employees and they all contribute their best efforts in achieving the main objectives of the
airline industries. All the workers should be paid the salary on the basis of their skills and
knowledge in the field of airline industry.
Pay freeze: This employment law was established in order to restrict the raise of wages to
employees as they are given a fixed amount of sum for their dedicated contribution towards
the industry. This law was introduced due to the decrease in the decrease in the cost of
services provided by the British airways industry by the government.
Human rights Act: This act helped in providing the freedom to employees in order to process
the academic thoughts and ideas. Human right act help people in giving rights to workforce in
order to express their thoughts and ideas in airways industry. Application of this employment
Act helps employees in satisfying their behavioral needs so that workers in company cannot
fear to contribute their innovative ideas. This Act promotes flat type of structure in the airline
industry.
Recruitment law: The government has also created the recruitment law in order to set the
minimum qualifying requirements for recruitment of employees in airways industry. This law
is generally related to providing the higher position of the employees in order to promote
them for their effective work.
Duty of Care: This employment act is basically related to the human behavior at the
workplace in order to provide healthy and safe environment to workforce that result in
satisfied behavior and hence helps in improving the overall performance of the company.
This employment law comes under the health and safety work Act.
Trade union: It help in identifying the interests of the employees and this also helps in
protecting the human rights of the workforce. Application of such employment laws in
British airways help in generating the motivated workforce for the company.
TASK 3
AC 3.1 Job description and person specification for airline industry job
Job analysis is termed as the primary tool for collecting job related data. This process
produce two data sets i.e. job description and job specification. HR manager has these two
data sets in order to fill the vacant position of the company (Vomberg, Homburg and
Bornemann,, 2015). This job related data includes job title, job location, reporting to and of

employees, job summary, nature and objectives of a job, tasks and duties to be performed etc.
job descriptions are also related to tools and machinery involved in performing operational
activities. Person specification and job description of the service industry are as follows:
Job title: An airline customer service supervisor
Job Location: Air travelling company in UK.
Job summary: An airline customers service supervision overseas the tickets and gate of all the
tickets that are booked i8n flights in order to supervise the operations of all assigned flights in
customer service employees have to keep- their call on during the highly scheduled flights,
cancellation and rebooking’s of the flights .
Reporting to: These activities have to be reported to HR managers in order to schedule the
timings of the flights. Managers usually monitor all the operational activities of the British
airline industry.
Job duties: Customer services are mainly had to perform various duties such as management
of employees and customer in order to provide sitting seats to all the consumers based on
their economy class and premium class tickets (Geppert, Matten and Williams, eds., 2016).
They have to also monitor the arrivals and departure of the flights etc.
AC 3.2 Compare the selection process of different service industries businesses
Selection process of the industries can be considered as the hiring the candidates for
the vacant position in the company. These candidates are selected on the basis of their
potential and knowledge. It is one of the important functions of the human resource
management as recruitment and selection process in the airways industry help to appoint7 the
employees in the firm who help in improving the operational productivity of the company in
order to deliver the quality based products to consumers (Gittell, J.H. and et.al., 2015)Human
resource management for service industry. 2018). There are various selection process are
considered from different types of industries which mainly depends on the types of the
business.
For instance different companies adopt different procedures for recruitment and
selection process in their company such as retail companies, financial services; hospitality
organizations apply different types of selection process for candidates. Various methods of
implementing selection process in the industries are as follows:
 Written Tests: These tests are generally constructed to determine the basic skills and
knowledge of the person. Such tests are commonly held in businesses which mainly
work on knowledge centric and technical types of operations. These types of selection
and recruitment methods are adopted by an organization who basically deals with
educational and financial sectors.
 Psychometric Tests: These types of selection criteria are adopted in order to analysis
the optimum potentialities of the person when working in stressful situations. Such
methods are adopted by the companies who works with such jobs which are more

challenging and based on the targets. It is performed by service industries such as
financial sector, hospitality management companies, retail organizations etc.
 Personality Tests: This is done to determine the basic personality traits of the
potential candidate in order to identify their behavior such as the individual candidate
possesses introvert or extrovert qualities. Personality tests also help in determining the
employee’s quality such as team management qualities or individual worker etc. Such
recruitment methods are generally adopted by hospitality industries and airway
companies who provide direct services to consumers.
Selection methods and practices in airways industries are affected by various factors labor
markets, organizational needs, job analysis, job design, person specification etc. shortlisting,
interviews methods are mainly vary according to different types of business.
TASK 4
AC 4.1 Contribution of training and development activities in order to perform effective
operation of service industry business
Human resource management is usually responsible for training and development of
workforce that helps in creating satisfied customers in order to improve the individual and
knowledge regarding the improved efficiency in the business. Training and development is
the important aspect which helps in improving one’s knowledge in order to deliver the
effective operations of the British airways. Such trainings and development campaigns are
needed to improve the overall performance of the company. Training and development
department in British airways plays the important role in improving the operational efficiency
of the workers. Application of timely trainings and development campaigns for the
employees also helps in providing updated knowledge about the marketing trends. Effective
operations of the airways industry can be possible by various contributions which are as
follows:
 It helps in effective implementation of various strategies in an organization and it also
helps in determining the recent trends of the market.
 Training and development also contributes towards developing different
methodologies in order to keep motivated workforce in British Airlines Company.
This also helps the staff members in promoting professional environment inside the company
which improves the communication of the employees and hence results in effective
operations in service industry (Lange, and et.al., 2015).
CONCLUSION
From the above study it has been concluded that human resource management is an
important department which helps in planning the human resource planning and helps in
controlling and coordinating the human efforts in order to achieve the main goals of the
co0mpany. The study had created an complete understanding about the role and purpose of
human resource management in British airways. It had also0 help in understanding the
selection and recruitment practices which are help in organization in order to hire the

potential employees in service industry. This research had also made learners understand
about the employment law which affects the activities in the service industry. It had also help
in creating a complete understanding about job description and person specification in British
airline industry. This report had also help in comparing the selection process of various
different service industries. The research had also provided contribution of training and
development activities to the effective operations of the airline services.

REFERENCES
Books and journals
Eaton, J., 2017. Globalization and human resource management in the airline industry.
Routledge.
Kamau, M.W. and Stanley, K., 2015. Factors Affecting Strategic Choices in Airlines in
Kenya: A Case Study of Kenya Airways. The International Journal of Business &
Management. 3(5). p.86.
Harvey, G. and Turnbull, P., 2016. Human resource management and industrial relations. Air
Transport Management: An international perspective. pp.307.
Analoui, F., 2017. The changing patterns of human resource management. Routledge.
Vomberg, A., Homburg, C. and Bornemann, T., 2015. Talented people and strong brands:
The contribution of human capital and brand equity to firm value. Strategic Management
Journal. 36(13). pp.2122-2131.
Gittell, J.H., von Nordenflycht, A., Kochan, T.A., Bamber, G.J. and McKersie, R.B., 2015.
Labor Relations and Human Resource Management in the Airline Industry. The global
airline industry. 21(2). p.287.
Lange, K., Geppert, M., Saka‐Helmhout, A. and Becker‐Ritterspach, F., 2015. Changing
business models and employee representation in the airline industry: A comparison of British
Airways and Deutsche Lufthansa. British Journal of Management. 26(3). pp.388-407.
Reason, J., 2016. Managing the risks of organizational accidents. Routledge.
Geppert, M., Matten, D. and Williams, K. eds., 2016. Challenges for European management
in a global context: Experiences from Britain and Germany. Springer.
Monnet, E., 2015. Brachycephalic airway syndrome. In 40th World Small Animal Veterinary
Association Congress, Bangkok, Thailand, 15-18 May, 2015. Proceedings book (pp. 245-
247). World Small Animal Veterinary Association.
Online
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