Managing People: Performance Management and Its Aspects in Flight Centre

Running head: MANAGING PEOPLE
Managing People
Name of the Student:
Name of the University:
Author’s Note:

1MANAGING PEOPLE
Executive Summary
This report discusses about the notion of performance management and its various aspects
through the use of the case study of the organization Flight Centre. The organization Flight
Centre is facing various kinds of performance issues at the current moment wherein it is seen
that the employees to meet their monthly targets are taking the help of unethical means. In
addition to this, it is seen that the employees are provided below par salary and also not paid
for the extra amount of time that they spend on their job to meet their monthly targets. The
report begins by providing an overview of the organization and also discusses about these
issues that the organization is facing currently. The report next conducts a literature of the
concept of performance management wherein it first discusses about the concept of
performance management and discusses its various aspects like training, effective leadership,
training, mentoring, coaching, delegation, organizational culture and others. The report then
through the use of evidence suggests that the effective use of reward management, revising
the training, mentoring, coaching, delegation and the use of the strategy of total quality
management would help the organization. Finally, the report concludes by suggesting four
recommendations that the organization can use, namely, the use of reward management, total
quality management, improvement of training, mentoring and delegation and also the
organizational culture of the organization.

2MANAGING PEOPLE
Table of Contents
Introduction................................................................................................................................3
Flight Centre...............................................................................................................................3
Literature Review.......................................................................................................................4
Performance Management.....................................................................................................4
Performance management and its related aspects..................................................................5
Training..............................................................................................................................5
Effective leadership: Mentoring, coaching and delegation................................................6
Reward management and incentives..................................................................................7
Organizational culture............................................................................................................7
Evidence-based Strategy............................................................................................................7
Recommendations......................................................................................................................9
Conclusion..................................................................................................................................9
References................................................................................................................................11
Appendix 1: Self Reflection on the group process...................................................................13

3MANAGING PEOPLE
Introduction
The notion of performance management has emerged as an indispensible part of the
business world of the modern-era and most of the enterprises are taking the help of diverse
strategies for the effective management of the same (Kearney 2018). At the same time, it is
seen that diverse organizations are taking the help of different strategies like reward and
recognition, extra work-extra pay, incentives, fair wage and others to enhance the
productivity of the workers (Mone and London 2018). However, it needs to be said that not
all the enterprises are following these measures and thus the employees had to resort to all
kinds of unethical as well as unfair measures for the achievement of the Herculean monthly
targets which are given to them (Pulakos et al. 2015). The recent scandal regarding the
Australian travel giant Flight Centre is an important one to note in this regard. The purpose of
the report is to discuss about the concept of performance management in the particular
context of the organization Flight Centre and also to suggest the manner in which they could
improve the system of performance management used by them. The particular context which
the report seeks to describe is the below par wage and incentives provided by the company
Flight Centre. The implications of the report is the fact that the organizations of the modern-
era need to develop effective performance management system for the enhancement of their
overall performance.
Flight Centre
Flight Centre Travel Group (FCTG), founded in 1982 is the largest “retail travel outlet
in Australia” and is headquartered in Brisbane (Flight Centre 2018). The organization mainly
offers flight booking services to the customers from the different parts of the nation and is
known for the cheap flight tickets which it provides to the customers (Flight Centre 2018).
The organization has more than 2800 outlets in the different parts of the world and has