MANAGING EMPLOYEE RELATIONS Managing Employee Relations in Contemporary Context

Managing Employee Relations in Contemporary Context

Contextual Factors That Have Shaped Employee Relations At BA

Aim for excellence in the services sector is a dynamic quest, which reflects the change in pressure of economic conditions as acute in the aviation industry, like any other.

Front delivery service British Airways is responsible for setting and reliable delivery, service standards across the region that the airline "touch" the client - registration, cabin service, catering, luggage - with the help of well-trained and motivated staff. Our goal is to provide overall superior service and good value in every market in which BA to compete.

Until 1983, critics liked to say that British Airways did not care and gave terrible service. BI has come a long way since then, and this short article describes how British Airways has moved to a position where it can reasonably call itself "the world's favorite airline".

Services, providing an intangible product, but not the physical end product. In the aviation industry, the product of the full experience of air travel. Although it contains some of the physical components, there is no concrete object at the end of the process. This leads to several properties that are inherent in the service sector, where, in contrast to industry, the product can not be judged in isolation from those who deliver it. There is no direct client contact with the customer is present and active at every stage of delivery and level of service depends on all the time about how he or she is seen and nothing more. There is simultaneous production and consumption and not have the luxury that allows you to check the product for any defects before it is sold, as is the case in manufacturing. B. There is one chance and one chance to get it right.

The final feature of the aviation industry is a social process of action and reaction, the equation becomes even harder when BA should take responsibility for the actions of customers, as well as our own, and there is nothing for which BA can hide! Underlying all this has been the evolution of the production process, which saw British Airways, along with most service providers is becoming more market led the company, rather than process driven company, such as BA in the past.

We can still remember how airlines, aircraft, or travelers often the first affected by economic or political shocks. For example, after the U.S. attack on Libya in 1986, the demand for transatlantic seats fell alarmingly almost overnight.

Airlines have tried to leave behind the economic trough that preceded the Gulf conflict, and several carriers have disappeared en route, Pan Am and Eastern being the biggest recent examples. The current recession continues to decline in the industry, and only the best will survive, or perhaps those subsidized for different reasons. B. going to survive and prosper by being the best. To this end, BP has to be in constant touch with the views and expectations of our ...