Operations Management for Click Travel: Challenges and Recommendations

This report analyses the challenges and issues faced by Click Travel in customer bookings and security, staff recruitment, and COVID-19 impacts. It also provides recommendations based on operational and quality management theories.

Operations Management

Table of Contents
ABSTARCT.....................................................................................................................................3
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Operation and quality management.............................................................................................3
Company overview......................................................................................................................5
Issues that company faces............................................................................................................6
Operational and quality management theory...............................................................................7
Understanding of the scope and purpose of operations and quality management theory............9
Recommendations......................................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES................................................................................................................................1

ABSTARCT
England based travel management platform company Click travel (a travel perk
company) faces a customer security and fake bookings in company and COVID-19 impacts.
Purpose of this report is to analyse the challenges and issue faced by Click travel in customer
bookings and their security as well as staff recruitment. Recruiting qualified employee in the
organization and ensure that they are loyal to the company as well. Company has to ensure about
their digital performance as the appearance of the Click travel is online based.
INTRODUCTION
Operation management is the business practice which company create in their business to
achieve the high level of efficiency within an organization. Operation management majorly
concern with the activity procedure and maximize the profit of the organization by enhancing the
credibility and reliability. This report includes the information about the Click travel company
which is travel management platform company who has the complete control over the business
traveller by providing them all in one platform including travelling to stay. This report also
includes theory and approaches to face the challenges that organization face and to overcome
with those challenges or problems.
MAIN BODY
Operation and quality management
Nowadays, business organization strive to maintain their stability in the market and their
product or service which they provide to their customer. Business organization also try to
enhance their quality and management by develop a quality and value in the operational
management. Basically, operation management identifies the planning, organizing, controlling
and staffing in the organization. These all elements use in the process to make the company
effective and efficiency in order to gain the profitability. Operation management indicates
towards the two management objective production and service management like, the Click travel
provide all in one travel services to their customers (Semenov, and Riaskov, 2019).
Quality management refer under the international organization for standardization (ISO) 9001.
This specifies the quality management in the organizations. To fulfil the consumer requirement
organization need to demonstrate their ability and value which they provide to their customers.
Click travel always work to provide customer satisfaction with their deliberately services.

Principles which derives under the quality management for organization
1. Customer focus: The primary focus of the quality management is to meet the customer
expectation and give them quality services. Click travel should also focus on their
customer value and their satisfaction which increases their customer loyalty and enhances
the reputation of the organization. By focusing on the customer company also expand
their customer base and increase in the revenue and market share of the company
(Rumane, 2017).
Illustration 1: quality management principles
(Source: Seven principles of Quality management, 2019 ).

2. Leadership: Leader give the glance direction to their worker and give purpose to them in
order to achieve the quality objective of the organization. Leadership increases the
capability of organization and effectiveness. Click travel should focus on the leadership
quality and make those leaders who influence other in company to work effectively and
communicate with the mission and vision and policy of the organization. Leaders
encourage the employee and establish a good culture of trust and integrity in the
company.
3. Engagement of people: Engagement of people are essential for the company and
delivering value services to the company. Engagement of people encourage the
involvement of people and improve the activity which occur in the Click travel as well as
the build a trust and collaboration and the company in the consumer (Bernstein, 2019).
4. Process approach: In every business organization consistent is needed therefore, in click
travel as well, company should process their activity well and manage their work
accordingly. Through the process approach company will easily evaluate their and predict
outcomes.
5. Improvement: Every company needed improvement as the time changes. For being
successful organization should focus on the improvement and challenges that they are
facing and improve them by applying such theories for the betterment of the organization.
6. Evidence based: Company should also make decision as per the evidence and proof
through which they can easily evaluate and analyse. Evaluate data of evidence produced a
desired result for the organization and for the betterment of the organization which help
them a lot (Treven, Uršič, and Rashad, 2019).
7. Relationship management: For sustained success organization should manage their
relationship with other parties and supplier for instance click travel should manage their
relation with their third party like, hotels, travelling agencies etc. for better effectiveness.
Company overview
Click travel is travel agency in Birmingham, England. Company incorporated in 1999.
They provide all in one platform for booking and managing travelling through public transport as
well as private and the service they provide 24/7 to their support. Company has 202 employees
and the sales they generate is approx $46.90 million (Click travel, 2021). There are three
companies incorporated in the click travel Ltd.

Mission: Company mission is to reduce the cost and complexity in travelling and perfectly
describe the clear focus and staff of the organization. Mission of the company perfectly, describe
their existence and the value by which they are able to make improvement in their business.
Values: The culture of the organization indicates the driving force and growth of the company.
Company have mainly four value which they maintain like, company brighten up their
customer's day. They never let go of the customer experience and the value that they create is
smart work and Business travel needed a damn good maintenance that company gave it one. But
they continue work on that and enhances their value as well.
People: This indicates the company management and the people who involve in the activity of
the business and commitment to attract customer's as much as they can and engaging best people
by hire them and train them in order to gain the profitability.
Issues that company faces
Company faces many issues as they build all in one platform for their customers where they can
book everything which they needed in their journey like, stay( hotels), flights, trains, events,
private travelling management. Challenges that company faces such as;
Challenges 1: Customer security
Nowadays, international travelling is on the peak. Therefore, organization should implement the
logistics safety for their customers. Travel experience of the customers should be secure and risk
free. Company faces challenge in the security because nowadays, hacking, and cybercrime is
increases and company have to secure their cyber by hacking their customer informations and
details. There is volume of data involve in the company which they should secure and maintain
for the sake security of their customers (Khan, and et.al 2019).
Challenges 2: huge client base and no effective management
As the technology increases and advancement as well. Organization need to make development
in their business. Click travel has huge client base and the business which they should have
maintained properly, but they found issue in this because of lack knowledge of the staffs.
Company should train their employee and teach them in order to team them how to effectively
manage the task and enhance the operation management in organization.
Challenges 3: COVID-19 pandemic.

COVID-19 is one the major challenge that company faces because of the pandemic, lock down
all across the globe and banned in travelling during that time. Even though, in some region there
is still prohibition in travelling. Click travel has also fear of third layer of COVID-19 because of
that company have to face huge mismanagement and loss (Bilgeri, Wortmann, and Fleisch,
2017).
Challenges 4: Adding extra charges
Nowadays, the travelling business is also very competitive therefore, company is unable to meet
the maintenance of service charge which they want add on in the services charges which they
provide to their customers. For example; Click travel recommend the best hotels and offer to
their customer to stay and book their quality travel service, but they are unable to uniformly
maintain their standard service charges which they should implement uniformly and resolve this
issue.
Operational and quality management theory
Total quality management
Company uses total quality management approach to long term success and consumer
satisfaction by which company will get recognition. In this TQM all the members of the
organization participate in the process of improving the organization quality and operation
management by which they will get success and growth. The TQM also enhances the culture of
the organization n which they are working (Pambreni, and et.al 2019).
Elements of the TQM which needed to apply in the organization for the betterment of the
company. Because TQM fully focused towards the customer satisfaction and improvement which
Click travel also want in their organization.
Customer focused: Customer's always want quality in the services. Therefore, organization
should implement a new tactics and tools to enhance their quality services to attract more
customers and mange their operation work accordingly.
Total employee involvement: For the betterment of the organization all the employee should
involve in their work and drive up company's common goal to achieve the success for this
company should train their employee and empower them in order to make continuous
improvement.
Process centred: Fundamental part of TQM describe the planning, processing or thinking part in
which company focus towards the series steps that how they will make improvement. Process

centred of the Click travel totally focused towards the customer satisfaction and give quality
services to their customers in order to gain the profitability (Alghamdi, 2018).
Integrated system: Integrated function indicates the different structure or system of the
organization horizontal or vertical which describe from micro to large process of the
organization such as; from online booking of customer of only travelling to full package of stay
at the hotel.
Strategic and systemic approach: Strategic and systematic approach indicates involve the
management who work on the mission, vision, and goals of the organization which they want to
enhance and accomplish by strategic planning that integrates the quality as a core.
Continual improvement: Continuous improvement in the organization indicates the analytical
and creative finding to become competitive and effective in the market.
Decision-making: Decision-making in the organization after the evaluation and analysation of
data which needed accuracy and maintenance to achieve the success and make improvement in
the company.
Communication: Effective growth of organization need a proper communication among the
employee as well as company to customers. Time changes rapidly even though technology also
therefore, company should have to maintain their communication and provide motivation to their
employees from this. Communication of organization involve the strategy, method by which they
enhance their operation management and quality.
Six sigma theory
The six sigma theory indicates the quality process of the organization and eliminate defects and
improve them in order to maintain and increase the productivity as well as probability in the
organization. Click travel should use this theory in order to increase their profitability and
maintain the management in the organization to overcome from those challenges that company
faces (Gupta, Modgil, and Gunasekaran, 2020).
Tools of Six Sigma which company should use in order to manage their operations.
Define: Company should manage and define the customer requirements to face the challenges
and overcome from those challenges.
Measure: Company should analyse the factor that how stable they are and what changes they
want to meet the goals and objectives of the company that they defined.

Analyse: Root cause of issues which occur in the company as describe above; pandemic,
customer security issues etc. after analysing the root cause company have to make changes by
applying and train their employee and teach their management in proper way.
Improvement: Process which company uses in order to make improvement is training session to
enhance their workers work in digitalization and communication to talk with the customer and
attract them towards the company. Better management policy to compete with their competitors.
Control: This is the process in which company management should have to control over the
practices and operation which is going forward to overcome those challenges (Ruben, Vinodh,
and Asokan, 2018).
Understanding of the scope and purpose of operations and quality management theory
The operations' management is concerned with the conversion of input to physical
resources that cater to the customers needs. Effectiveness and efficiency is needed in the
organization and therefore, company need to develop this in their business.
Scope and purpose of operations management theory (Bastas, and Liyanage, 2018).
Facility Location: the theory of operation management indicates that the facility which
company provide to their consumer are effective or not. Facility includes the place where the
Click travel consumer will stay or by travel. Inappropriate travelling or location causes a huge
wastage and decline in the revenue of the consumer. For instance, strategy which needed in
company and, commodities such as, travelling vehicles, relation with the third party etc.
Material handling: Material handling refer to the managing of the application on which
company working. Material handling in the Click travel totally indicates towards the application,
website of the company which consumer view and make bookings for their travelling.
Product design: In click travel product design refer to the plan, procedure and execution of the
service which company provide to their customers. This also includes the sustainability and
development in the organization. Developing and launching innovative themes and ideas on the
website indicates enhancement in the organization (Farmanova, Bonneville, and Bouchard,
2018).
Process design: Process incur the marketing and advertising by which organization make
recognition in the market and make awareness in the market for the better productivity of the
organization to overcome from the challenges that company faces.

Production Planning And Control: Planning and management of output involve the process
which occur the process of the organization. This includes that for the tie up procedure from
third party like, hotels, travel agency etc. for this company need to spend amount in their
production process (Mizuno, and Bodek, 2020).
Recommendations
Recommendation for the Click travel describe below;
Cleaning and maintenance: Cleaning and maintenance during the travel is necessary as people
are afraid and now become more aware because of the virus therefore, company should ensure
that the travel vehicle in which their clients are travel is hygiene and clean properly. This will
increase the organization profitability and enhancement.
Monitor health factor of employees: After the COVID-19 organization should also focus
towards the health factor that their employee are fully vaccinated or not. Before entering into the
office company should measure their temperature and maintain the hygiene in the organization to
effective work.
Travel manager: Click travel is travel management company ans self booking tool according to
the customer references. In this factor company should appoint a travel manager who totally
focus on the bookings and their travelling practices of the organization. By which they are able
to analyse the hygiene factor and customer security by tracking etc.
CONCLUSION
Report concludes the information about the Click travel and their operation management
by which they evaluate the issue and challenges which occur in the company. Issue that occur in
company should be resolved and maintain the operation activity. Report concludes the
operational management theory which helps the organization in order to manage their work
practices and with this company will get more recognition in the market as well as in the
customers.

REFERENCES
Books and journals
Alghamdi, F., 2018. Total quality management and organizational performance: A possible role
of organizational culture. International Journal of Business Administration, 9(4),
pp.186-200.
Bastas, A. and Liyanage, K., 2018. Sustainable supply chain quality management: A systematic
review. Journal of cleaner production, 181, pp.726-744.
Bernstein, A., 2019. How to proceed when your business faces succession issues. Journal of
Aesthetic Nursing, 8(5), pp.249-250.
Bilgeri, D., Wortmann, F. and Fleisch, E., 2017. How digital transformation affects large
manufacturing companies’ organization.
Farmanova, E., Bonneville, L. and Bouchard, L., 2018. Organizational health literacy: review of
theories, frameworks, guides, and implementation issues. INQUIRY: The Journal of
Health Care Organization, Provision, and Financing, 55, p.0046958018757848.
Gupta, S., Modgil, S. and Gunasekaran, A., 2020. Big data in lean six sigma: a review and
further research directions. International Journal of Production Research, 58(3), pp.947-
969.
Khan, and et.al 2019. Application of continuous improvement techniques to improve
organization performance: A case study. International Journal of Lean Six Sigma.
Mizuno, S. and Bodek, N., 2020. Management for quality improvement: The seven new QC
tools. Productivity press.
Pambreni, and et.al 2019. The influence of total quality management toward organization
performance. Management Science Letters, 9(9), pp.1397-1406.
Ruben, R.B., Vinodh, S. and Asokan, P., 2018. Lean Six Sigma with environmental focus:
review and framework. The International Journal of Advanced Manufacturing
Technology, 94(9), pp.4023-4037.
Rumane, A.R., 2017. Quality management in construction projects. CRC press.
Semenov, V.P. and Riaskov, I.S., 2019. Application of the quality management methods and
tools in the operation of electrical equipment. Planning and Teaching Engineering Staff
for the Industrial and Economic Complex of the Region, pp.137-138.
Treven, S., Uršič, D. and Rashad, W., 2019. How management tools holistically support
enterprises’ operation in supply chains?. Management: Journal of Contemporary
Management Issues, 24(1), pp.1-20.
Online
Seven principles of Quality management, 2019. [Online]. Available through <
https://isoconsultantkuwait.com/2019/05/08/1572/ >
Click travel, 2021.[ Online]. Available through < https://www.clicktravel.com/our-platform/ >
1

2