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09.2010 INDEX • INTRODUCTION • WORK FORCE • SCUSTOMER SERVICE.S CUSTOMERS.Date Submitted: 06.HERE I AM GOING TO INTRODUCE BRITISH AIRWAYS WITH DIFFFERENT ANGELS. INTRODUCTION: .BRITISH AIRWAY • BOTH WORK FORCE AND CUSTOMER SERVICE • I HAVE CHOOSEN BRITISH AIRWAYS FOR MY ASSINGNMENT BECAUSE IT IS NOT ONLY CULTURALLY DIVERSE WITH IN ITS WORKFORCE (EMPLOYEES) AND ALSO FROM IT.
BA SUBCONTRACTS THE PROVISION OF THE MAJORITY OF ITS GROUND HANDLING REQUIREMENTS. SERVICES TO BREMEN. AT OTHER OVERSEAS AIRPORTS. PRINCIPALLY THROUGH LANDING. PARKING AND PASSENGER CHARGES. IN ADDITION.BRITISH AIRWAYS IS A WELL-KNOWN AND FAMOUS COMPANY OF THE WORLD IN AIRLINES INDUSTRY. CANCELLED CERTAIN UNPROFITABLE ROUTES AND MOVED OTHERS TO HEATHROW. 2004 (FISCAL 2004). DURING FISCAL 2004. BA ITSELF PROVIDES MOST OF THE OPERATIONAL SERVICES IN THE UNITED KINGDOM. BARI. . SAN DIEGO AND ZAGREB WERE DISCONTINUED. BA'S AIRLINE ROUTE NETWORK WAS COMPRISED OF 154 DESTINATIONS IN 75 COUNTRIES AT MARCH 31. GUERNSEY. CUSTOMERS WITH NICE SERVICES AND OFF COURSE INTERNATIONAL STANDARD. PROVIDES INTERNATIONAL AND DOMESTIC SCHEDULED AIR SERVICES FOR THE CARRIAGE OF PASSENGERS AND CARGO. IT REQUIRES FOR THE HANDLING OF PASSENGERS AND CARGO. BRITISH AIRWAYS' (BA) MAIN BUSINESS IS THE PROVISION OF SCHEDULED PASSENGER SERVICES. THE COMPANY CARRIED MORE THAN 36 MILLION PASSENGERS ON ITS SERVICES. BA GENERALLY OBTAINS PREMISES AS REQUIRED ON A SHORT-TERM BASIS FROM THE RELEVANT AUTHORITIES. SERVICES TO THEIR PASSENGERS.K AND BA'S PRINCIPAL BASE. THE COMPANY ALSO PROVIDES OTHER SERVICES TO OUTSIDE PARTIES. AS AT MAY 31. IN ADDITION. AND BA CARRIES AN ESTIMATED 38% OF THE AIRPORT'S PASSENGERS. SUCH AS AIRCRAFT MAINTENANCE. THE COMPANY'S OPERATIONS INCLUDE CERTAIN ANCILLARY AIRLINE ACTIVITIES. BA HAS SIGNIFICANTLY REDUCED LONGHAUL DESTINATIONS AT GATWICK. 2004. WHICH ACCOUNTED FOR APPROXIMATELY 85% OF THE COMPANY'S TURNOVER DURING THE FISCAL YEAR ENDED MARCH 31. NEW QUAY. BA INTRODUCED SERVICES TO ALGIERS. WHERE IT LEASES ITS TERMINAL BUILDING. THE CONSTRUCTION OF A FIFTH PASSENGER TERMINAL (TERMINAL 5) AT HEATHROW HAS COMMENCED AND BA EXPECTS TO CONSOLIDATE ITS OPERATIONS INTO TERMINAL 5. LILONGWE. HEATHROW AIRPORT. A BIG AND BUSY AIRPORT OF U. LIVERPOOL. KENNEDY INTERNATIONAL AIRPORT (JFK). PLYMOUTH. BA SERVED 12 LONGHAUL DESTINATIONS FROM GATWICK. AT OVERSEAS AIRPORTS. PROVIDES INTERNATIONAL AND DOMESTIC FLIGHTS. ALSO DURING FISCAL 2004. RAMP AND TERMINAL FACILITIES ARE PROVIDED BY AIRPORT OPERATORS THAT CHARGE AIRLINES FOR THE USE OF THESE FACILITIES. BA HAS A SECOND BASE OF OPERATIONS AT GATWICK. COMPARED TO A PEAK OF 48 DESTINATIONS SERVED IN 1999. BA'S MOST IMPORTANT OVERSEAS BASE IS AT NEW YORK'S JOHN F. IN 2008. 2004. RUNWAY. DUBROVNIK AND TURIN AND REINTRODUCED SERVICES TO ISLAMABAD. BRITISH AIRWAYS PLC INCORPORATED IN 1983.
SRILANKA. In March 31.AND AS FAR IS SPORTS IS CONCERED ENGLISH PREMIUM LEAGUE TAKE PLACE IN U. the franchisees pay a franchise fee and pay for any services provided to them by British Airways. THE COMPANY UTILIZES TRUCKS TO FEED CARGO FROM CONTINENTAL EUROPE TO BA'S HEATHROW AND GATWICK-BASED INTERCONTINENTAL SERVICES.K FROM ALL OVER THE WORLD AND MAJORITY OF THEM TRAVEL IN BRITISH AIR WAYS. Maersk Air UK ceased to be a BA franchise. CAROG: BA'S CARGO BUSINESS IS OPERATED AS A CONTRIBUTION CENTRE. British Mediterranean Airways. OPERATES REGIONAL DOMESTIC AND EUROPEAN SERVICES FROM 13 AIRPORTS ACROSS THE BRITISH ISLES. During fiscal 2004. THE airline carries approximately 4. IN EUROPE. GB Airways. These six carriers carried approximately 3.K SO THOUSANDS OF SPECATORS COME HERE TO SEE THEIR STARS AGAIN . In addition to providing connecting passengers to BA's mainline services.SINGAPORE AND JAMICA ETC BECAUSE AT THAT TIME BRITISH GOVERNMENT NEED WORKFORCE. the Middle East and Africa. Comair of South Africa and Regional Air of Kenya.SIMILARLY THOUSANDS OF TOURISTS COME TO U. NAVIGATION CHARGES ARE GENERALLY BASED ON DISTANCE FLOWN AND WEIGHT OF AIRCRAFT. SUCH AS EURO-CONTROL.86 million passengers during fiscal 2004. THE BALANCE ON LEASED OR PART-CHARTERED FREIGHTER AIRCRAFT WHERE MARKET CONDITIONS ALLOW THEIR DEPLOYMENT. BRITISH AIRWAYS CITI EXPRESS.NAVIGATION SERVICES ARE PROVIDED TO AIRCRAFT BY COUNTRIES THROUGH WHOSE AIRSPACE THEY FLY OR BY INTERNATIONAL BODIES. U.NEPAL. continental Europe. Sun Air of Scandinavia. 2004. to 84 destinations (66 destinations in addition to the mainline network) in the United Kingdom. THE WHOLLY OWNED REGIONAL AIRLINE SUBSIDIARY. THE MAJORITY OF ITS CARGO IS CARRIED IN THE HOLDS OF PASSENGER AIRCRAFT.THESE EMPLOYEES HAVE DIFFERENT CULTURES AS WELL. WORKFORCE: BRITISH AIRWAYS HAS EMPLOYEES FROM DIFFERENT COUNTRIES. using BA flight numbers.BECAUSE IN 1960’S and 1970’S LOTS OF PEOPLES CAME FROM PAKISTAN AND DIFERENT PARTS OF THE WORLD LIKE INDIA. the Group had a total of six franchise partners providing feeder traffic onto the BA network of services: Loganair. CONCORDE WAS RETIRED FROM SERVICE IN OCTOBER 2003.BANGLADESH.K IS FAMOUS OR WELL KNOWN FOR IT’S QUALITY EDUCATION. 1 million passengers a year on 64 routes with a fleet of 59 aircrafts. TOURISM AND SPORTS SO WHEN WE TALK ABOUT EDUCATION MILLION OF STUDENTS COME HERE FOR EDUCATION FROM ALL OVER TNE WORLD SO THEY TRAVEL IN BRITISH AIRWAYS.
BOTH THE WORK FORCE AND COUSTOMERS.DIFERENT NATIONALITIES ARE WORKING UNDER THE SIGN OF BRITISH AIRWAYS. MANAGER SHOULD APPLY TALYOR’S PRINCIPLES TO ACHIEVE THE MAXIMUM PROSPERITY FOR ORGANISATION.S IT IS IMPORTANT FOR MANAGER’S THAT HE SHOULD MOTIVATE HIS EMPLOYEES THAT THEY PUT THEIR WHOLE EFFORTS TO COMPLETE THEIR TASK OR WORK OR PERFORM THEIR DUTIES OR TASK ACTIVELY. IN A NUTSHELL IT’S CLEARLY INDICATES THAT BRITISH AIRWAYS HAS CULTURALLY DIVERSE CUSTOMERS. STAFF SHOULD BE ENCOURAGED TO FULLFIL THEIR POTENTIAL. BRITISH AIRWAYS IS ONE OF THE FEW ORANGINASTION’S IN THE WORLD WHICH NOT ONLY WORKFORCE IS CULTURALLY DIVERESE BUT ALSO CUSTOMERS. 3-SCIENTIFIC METHODS SHOULD BE USED IN THE RECURITMENT AND SELECTION OF STAFF WHO SHOULD BE DEVELOPED TO ENSURE THEY ARE CAPABLE OF MEETING OUTPUT AND QUALITY TARGETS TAYLOR ALSO DESCRIBED OR EXPLAINED THAT HOW MANAGEMENT COULD IMPROVE IF STAFF ARE SPECIALISED AND . AS WE MENTION EARLIER THAT BRITISH AIRWAYS IS CULTURALLY DIVERES ORGANISATION.SO FOR THIS PURPOSE THE ROLE OF MANAGER IS SO CRUCIAL THAT HOW TO ENTERTIAN THEIR DIVERSE COUSTOMER’S AND ALSO HOW TO MOTIVATE THEIR EMPLOYEES.SO IN THIS REGARD MANAGER. 1-THERE SHOULD BE CONSTANT AND INTIMATE CO-OPERATION BETWEEN MANAGEMENT AND STAFF 2-MENTAL REVOLUATION.THEY LOVE TO TRAVEL IN BRITISH AIRWAYS .THEY MOSTLY HAVE DIFFERENT NATIONS.DIFFERENT CULTURES AND DIFFEREN BACKGROUNDS.SO BRITISH AIRWAYS HAS TO PAY SPECIAL ATTENTION TOWARDS HIS CUOSTEMERS AS WELL AS WORKFORCE. CUTOMER SERVICE OF BRITISH AIRWAYS: WHENEVER WE TRAVELL THROUGH BRITISH AIRWAYS WE SAW THE PEOPLES WITH DIFFERENT NATIONS WITH WEARING THE BLUE UNIFORM THAT IS A SIGN OF BRITISH AIRWAYS AND WE SAW THAT THEY ARE CULTURELY DIVERSE PEOPLES.
TO MOTIVATE EMPLOYEES MANAGER ALSO USED ADAM”S EQUITY THEORY WHICH IS VERY IMPORTANT WHEN YOU ARE A MANAGERN OF ORGANISATION LIKE BRITISH AIRWAYS WHICH IS CULTURALLY DIVERSE. 2. MANAGER SHOULD BREAK THE EMLOYEES FUNCTION INTO DIFFERENT SEGEMENTS SPECIALLY WHEN YOU HAVE ORGANISATIONS LIKE BRITISH AIRWAYS SO THAT EACH EMPLOYEE CAN PERFORM HIS/HER DUTY PROPERLY. THE NEED FOR FREED OF INQUIRY AND EXPRESSION FOR SOCIAL CONDITIONS PERMITTING FREE SPEECH AND ENCOURAGING JUSTICE FAIRNESS AND HONESTY. PEPLE GET MORE UPSET THE MORE INEQUITY THERE IS. EQUITY THEORY DEALS WITH ISSUE OF FAIRNESS. THESE ARE ESSENTIAL PRE-REQUISITIES FOR THE SATISFICATION OF THE REMAINDER. 1. 1. BUT TAYLOR VIEW RESULTS IN OVER STAFFING IN SOME ORGANISATIONS AS A RELATIVELY LARGE NUMBER OF MIDDLE MANAGER”S CONTROLLED THE OTHER WORKERS . .EQUIPPED WITH KNOWLEDGE AND SKILLS REQUIRED TO PERFORM THEIR JOB.LEARN EXPERIMENT. MANAGER SHOULD APPLY THE MAIN POINTS OF EQUITY THEORY IN HIS ORGANISATION WHICH ARE AS FOLLOWS. TAYLOR ALSO SUGGEST THATIF ORGANISATION MOTIVATE THEIR EMPLOYEES SO ORGANISATION SHOULD PAY HANDSOME REMUNERATION IF POSSIBLE: MANAGER’S IN BRITISH AIRWAYS ALSO USE MASLOW’S HIERARCHY OF NEEDS TO MOTIVATE HIS EMPLOYEE . 3. INEQUITY EXISTS IF ANOTHER PERSIN GETS MORWE FOR A GIVEN LEVEL OF INPUT.S RECEIVE FOR A PERCEIVED LEVEL OF EFFORTS. PEOPLECOMPARE WHAT THEY RECEIVE WITH WHAT OTHER. 2. MANAGER CAN ALSO APPLY MASLOW FIVE HIERARCHY OF NEEDS TO MOTIVATE EMPLOYEES IN HIS ORGANISATION OR DEPARTMENT WHICH IS DESCRIBED BELOW. THE NEED FOR KNOWLEDGE AND UNDERSTANDING TO GAIN AND ORDER KNOWLEDGE OF THE ENVIORNMENT TO EXPLORE’.
It dropped from £17. STRIKES IN BRITISH AIRWAYS: BA strike blame 'lies with those at the top' A member of British Airways' cabin crew.000 in 1997 when BA introduced new pay scales for new crew. New crew will operate the long-range trips. BA's cabin crew are professional. Long history Currently. If existing staff want promotion. caring towards their customers and proud to work for the national airline.000. which will cost existing crew their jobs. We have families. professional people who would deal swiftly and effectively with any emergency situation. This will lead to a higher turnover of staff and less experience on board. Our customers like to be served by competent. have a knowledge of aircraft systems. mortgages and bills to pay . they will have to join the new fleet which earns only a flat rate of £2.000 a year BA cabin crew member Cabin crew say cuts can be made in other areas of the business . who has worked for the airline for more than 30 years. overtime and extra payments for working 6. basic pay is £12.5 hours. deal with disputes onboard and can put handcuffs on disruptive passengers.SIMILARLY IN LEADERSHIP MANAGER SHOULD BE HUMBLE AND SOFT SPEAKER AND DURING MEETING HE SHOULD TAKE SUGGESTION FROM EVERY EMPLOYEE SO IN THIS WAY EMPLOYEE FEEL THEY ARE PART OF DECISION MAKING AND THEY WORK WITH FULL DEVOATION AS WELL FOR ORGANISATION. explains the reasons for the walkouts at the airline.60 per hour flying pay. overtime or long-range payments paid. Cabin crew are trained fire-fighters. with no meal allowances. BA want a new fleet of cheaper staff.we cannot afford to lose £7. To this basic sum can be added allowances for food whilst away overseas. first-aiders who can administer certain drugs.
000 to £14. 'Wrong path' BA is now run by accountants. which explains why BA staff are more expensive on average. The average total pay for BA main crew including allowances is similar to Virgin. We apologise to our customers. Crew report these shortages but nothing is done to resolve the issue. whereas BA is 60 years old. But we have families. So a first-class passenger who has paid £3. BA has the highest number of back-office staff per aircraft than any UK airline. Senior staff in BA will have served twice the length of Virgin's most senior staff. a first-class customer may only get their third-choice main meal.The level of allowance varies from £60 for a 3-day trip to India.000 a year. We are forever apologising instead of giving the good service they are used to. We can see that the management is taking the airline down the wrong path. Virgin has a high turnover of staff which keeps its staff costs low and it has been operating for only 20 years.000 to £8. cutlery and duvets which is just not good enough for the money the customer pays.000 (£12. It has been cutting back on the costs of food and amenities onboard. according to Civil Aviation Authority figures. not the people behind the money who pay the fare. Cabin crew face no pay cut or reduction in terms and conditions and remain the best-rewarded in the UK airline industry BA Many times there are shortages of amenities such as wash bags. Very few staff at the top reach £50. about £22. mortgages and bills to pay . but Willie Walsh won't listen and so industrial action is our only remaining weapon. but the blame lies with those at the top. and on setting up the Open Skies business airline in a recession. We know there is a recession.000 basic plus £6. [BA chief executive] Willie Walsh and the board can only see pound signs before them. but are powerless to influence them.the difference being the cost of eating there and the longer-duty day. to £800 for a 4-day trip to Japan . Financial losses Taking strike action is against the ethics of cabin crew. We don't want to disrupt the travel plans of our customers.000 in allowances). This is where cuts can be made. They advertise fine wines in first-class. .we cannot afford to lose £7. plates. but sometimes there is only one bottle of claret provided for 14 passengers.000 for their seat is refused a steak because only six are loaded for 14 customers. Crew are frustrated and angry that they cannot give the service passengers expect. Sometimes.000 peak quoted by BA to the press. but Mr Walsh has thrown away the company's money on price-fixing and cargo cartel fines.
"Unlike other businesses. However." . the airline is facing two years of record financial losses. "Cabin crew face no pay cut or reduction in terms and conditions and remain the best-rewarded in the UK airline industry.He needs to be held to account and not expect crew and customers to repay the money he has lost the company. we have avoided compulsory redundancies and made changes designed to secure a long-term future for our company and our staff. A spokesperson for BA gave the following response: "BA's cabin crew are rightly renowned for their professionalism and skills.
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