The Business Efficiency Programme has affected employee terms and conditions, job security, job satisfaction and career development. While redundancy and early retirement programmes have been voluntary, they have given rise to concern. These situations require sensitive, timely communication. Trade union relationships impact on feelings of trust in the company and in collective bargaining processes. Important factors in achieving diversity and equality of opportunity are identified as recruitment and selection, communication style, training and personal development.
Diversity impacts on our understanding of the needs of customers and staff world-wide.
If all things are equal it would be a motivating factor in choosing our brand. Customers' perceptions arise from the overall experience of British Airways, ranging from advertising to direct contact with customer service staff. Research shows a strong correlation between customer satisfaction and employee satisfaction. This becomes more significant with frequency. Meeting expectations of punctuality and baggage delivery are fundamental.