Human Resource Management in Service Industries: A Case Study of IAG

Desklib offers solved assignments and past papers to help students succeed.

Human Resource Management for Service Industries
Name:
ID number:
Group and lecturer’s name:
1

Contents
Introduction................................................................................................................................3
Task 1.........................................................................................................................................4
LO1 understand human resource management..........................................................................4
AC 1.1 Analysis of the role and purpose of human resource management in a selected
service industry with reference to the airline industry in general and specifically
international airlines group.....................................................................................................4
AC 1.2 Creation of HR plan, based on an analysis of supply and demand, with the
justification of the staff roles and numbers of staff and hours of work required to deliver
new flight service to Madeira.................................................................................................6
Task 2.........................................................................................................................................8
LO2 Understand the effect of employee relations and employment law on service industries
business......................................................................................................................................8
AC 2.1 Assess the current state of the employment relations in the airline industry.............8
AC 2.2 Discuss how employment law affects the management of human resource within
the International Airlines Group.............................................................................................9
Task 3.......................................................................................................................................11
LO3 Understand the selection and recruitment process...........................................................11
AC 3.1 a discussion of the job description and personal specification for Airport
Operations Manager or cabin crew, British Airways (appendix 1)......................................11
AC 3.2 Comparison of the selection process of British Airways (Airport operations
manager) and Transport for London (role of customer service assistant in Victoria coach
station)..................................................................................................................................13
Task 4.......................................................................................................................................14
LO4 understand training and development in service industries business..............................14
Conclusion................................................................................................................................17
References................................................................................................................................18
2

3

Introduction
Human Resource department is multi-tasking department in an organization. Selection,
training of employees and planning for achieving tasks are the main department of an
organization. Outputs and performance of a company depend on HRM department decisions
and planning. Due to different roles in different departments, it has been observed that many
firms are focusing on their HR department. Importance of training and development is
discussed in the following report and its impact on companies is also discussed. The
difference between these two practices is also highlighted in the following report. Case study
of British Airways is selected for a better understanding of the topic. This organization was
established in 1974 and till then they are serving their customers. They provide the best
quality service and facilities to their customer. Hence the case study of this company is
selected.
4

Task 1
LO1 understand human resource management
AC 1.1 Analysis of the role and purpose of human resource management in a
selected service industry with reference to the airline industry in general and
specifically international airlines group
The hospitality industry encompasses multiple industries and airlines is part of the hospitality
industry. The objective of this industry is to provide the best services to the customers. There
are numerous duties and roles of the human resource department and the core role of the
human resource department is to manage the employees in an appropriate way. First of all,
they make an outline or plan of the manpower they need to hire or recruit for the attainment
of the end to end goals. After making the plan they hire the people who meet the requirement
for the accomplishment of the goals (Bal, et. al., 2015). In the airline industry, people need a
lot of training for handling people. Without training, they cannot deal with people. The duty
of providing training to the hired people lies with the human resource department. Airlines
industry is a large industry and people working in this industry are have to be very diligent
and they have to carry on their duties with perfection (Briscoe, et. al., 2012). In the airline
industry, it is essential to hire people who have a positive attitude and who have skills to
handle the customers is the best possible manner. HR department frames multiple policies
and procedures.
In particular, the role and purpose of human resource management in the international
airline's group is as follows:
Recruitment of the employees: It is the core function of the HR department. Hiring the best
talent is the role and purpose of the human resource department. From the pool of the
candidates best and talented candidates are to be hired. The HR department carefully after the
analysis of several aspects recruit people who best fit in the job.
Motivation: the HR department of the international airlines group is to motivate the
employees to handle and treat the customers appropriately and to offer the best services to
them. HR department motivates employees in multiple ways so that they can accomplish their
task I best possible manner.
5

Resolution of the issues of the employees: Employees working in an organisation face
various problems it is the duty of HR department to solve the issues and problems of the
employees and provide them with a best-working place to them.
Training and development: Every employee needs training in order to get familiar with the
process and procedures of an organisation. Training is crucial to be provided to the
employees otherwise the employees will not be acquainted with the policies and procedures
which the organisation uses for treating the customers properly (Psychogios, and Tsironis,
2012). Providing training and the grooming of the employees is the role of the HR
department.
6

AC 1.2 Creation of HR plan, based on an analysis of supply and demand, with the
justification of the staff roles and numbers of staff and hours of work required to
deliver new flight service to Madeira
HR plan based on analysis of supply and demand
Number of staff The staff of 800 employees will be required
Working hours Each employee will require to complete the
shift of 9 hours
Staff roles Employees will be appointed on multiple
roles such as cabin crew, manager,
coordinator etc.
Recruitment programme The selection procedure will consist of 4
stages in which the personality skills will be
tested
Training programme After the selection, multiple trainings will
be conducted for perking up the skills and
talents of the employees
Development programme According to the performance of the
employees, rewards will be provided and
employees will be groomed.
Justification
The main purpose of human resource planning is to plan all the things in such a manner that
meets the requirement of the employees and of the industry as well. For setting this plan all
the aspects such as demand and supply forecasting, the requirement of the customers,
industry and employees have been considered (Momin, and Mishra, 2015).
Demand forecasting: after the demand forecasting the roles and working hours of the
employees have been determined. There are multiple methods of demand forecasting such as
ratio trend analysis, Delphi model, work-study technique etc. these methods focus on
identification of the expectation of the employees and customers, determination of the
working shift of an employee. These methods are very helpful in setting the HR plan and to
deliver the best quality of services to the customers.
7

Supply forecasting: after the completion of the demand forecasting supply forecasting is
conducted. This help to determine the number of employees required to deliver the services
and to carry in the operations of the industry. In British Airways as per the agreement in order
to supply new flight service to Madeira approximately 800 employees will be required. There
are various methods to conduct supply forecasting competency model, tabling the staff and
labour wastage focus. These methods help to determine the number of employees that will
be needed to meet the expectation and to provide best services to the customers. After
consideration of all the factors, the HR plan is created.
8

Task 2
LO2 Understand the effect of employee relations and employment law on service
industries business
AC 2.1 Assess the current state of the employment relations in the airline industry
The airline industry is the industry which operates 24*7 and there are different departments in
this industry such as finance department, front office, back office etc. effective employee
relationship is necessary for the accomplishment of the desired goals (Cascio, 2015). The
current state of the employment relations in the airline industry can be determined through
the following factors:
Culture: Airline industry hires huge numbers of employees and the employees of diverse
culture are hired in this industry. In the context of culture, the employees respect the culture
of each other and support each other. Each industry has a different culture. There are good
employment relations among the employees and employer as well.
Trade union: Trade unions are the unions which work for the welfare of the employees and
conduct several activities for the enforcement of their demands. Trade unions play a major
role in the enforcement of the demands of the employees (Noe, et. al., 2017). There are
multiple trade unions have been working in the welfare of the employees and which represent
the demands of their employees in front of the employer for providing safety to the
employees.
Collective bargaining: It is the procedure of arbitration where and it takes place between the
management of the industry and employees. It is the duty of the human resource department
to provide appropriate salaries to the employees in accordance with their work.
Complaint procedure: It is important to resolve the problems of the employees. In the
airline industry, there are multiple procedures have been set in the airline industry and British
Airways for the resolution of the hurdles and challenges of the employees working in the
industry. The employees can communicate the challenges to the HR department and in this
way, their issues are resolved.
9

AC 2.2 Discuss how employment law affects the management of human resource within
the International Airlines Group
International air group (IAG) is the largest airlines group in the world. The HR of British
Airways needs to stick to the policies and procedures. The laws made by the government
should be followed and the rules made by the department should not be in contradiction to the
rules framed by the government for the safety and overall development of the employees. The
employment law affects the management of the human source in several ways which are as
follows:
Policies associated with the wages
According to this policy of employment law, the employees working in an industry should be
paid minimum wages. Hence the IAG cannot make the policies on their own. The HR of
British Airways needs to frame rules which are not in contradiction to the employment law.
Wages which are set by the laws have to be given by the IAG and through this, the
management of the human resource get affected.
Policies related to the layoff
According to the laws of employment Act, the employees should be paid equally and provide
compensation to the employees. It is necessary for IAG to work and to design the procedures
after consideration of the employment laws.
Policies related to health and safety
In the employment law, there are multiple policies and rules made for the safety and welfare
of the employees. It is the responsibility of the respective industry to provide clean and better
work to the employees so that the employees can complete their work with ease. In the
airline's industry, it is necessary to take precautions for mitigating fire and other dangerous
happenings (Kulkarni, 2013). In British Airways it is crucial to protect the health and provide
safety to the employees. For designing the rules and regulation consideration of the policies
of employment law is necessary.
Policies aligned to working hours
In the employment law working hours are mentioned hence the IAG have to make the timing
of the shift in accordance with laws made. It cannot set the working hours on their own as
10

complying with the rules of the employment law is vital. Hence it can be said that the
functioning or management of human resource of IAG gets impacted by the employment
laws.
11

Task 3
LO3 Understand the selection and recruitment process
AC 3.1 a discussion of the job description and personal specification for Airport
Operations Manager or cabin crew, British Airways (appendix 1)
The job description is regarding all the particulars of the job. It includes the duties, roles,
working conditions and other things which are in relation to the particular job. The job
description is a written statement which elucidates all the aspects of the job.
The personal specification is about the qualification, skills, talents and other things required
for a job. In other words, it can be said that these are the aspects which a candidate must
possess to be appointed on a specific role.
Appendix 1
The job description of the Airport Operations Manager of British Airways
Job Title: Airport Operations Manager
Working Hours: 11.00 AM to 7.00 PM
SUMMARY OF THE POSITION
Will be accountable or responsible to carry on all the activities of the airport operations of
British Airways. Have to manage all the issues aligned to the same.
DUTIES AND RESPONSIBILITIES
1. Coordination with agencies
2. Plan operations of flight
3. Implementation of airfield procedure
4. Monitoring the flight record
5. Coordination of flight control and management activities
12