BSc Business Management: Crystal Travel People & Performance Case

This case study examines Crystal Travel, a UK-based travel agency, focusing on people and performance within the HRM context. It explores tools and techniques to improve organizational performance, including establishing clear objectives, setting small daily tasks, performance appraisals (MBO and BARS), employee well-being schemes, and real-time feedback. The study highlights the role of employee well-being in boosting motivation and performance through flexible working hours, a positive work environment, financial security, social interaction, and a healthy social environment. The conclusion emphasizes the importance of monitoring workers to enhance job performance and the value of well-trained personnel. A PESTLE analysis is included, covering political, economic, social, technological, legal, and environmental factors impacting Crystal Travel.

BSc (Hons) Business Management
BMP4006
People and Performance
Assessment 1
Case Study: Crystal Travel
Semester 2

Contents
Introduction p
What tools and techniques will help improve organizational
performance? p
The role of employee wellbeing in improving motivation
and performance p
Conclusion p
References p
Appendix: PESTLE Analysis of Crystal Travel p

Introduction
People and performance are at the heart of HRM.A working environment where
employees are encouraged to produce high-quality work is taken into consideration
in this aspect. The improvement of employee performance is the primary goal of
human resource management. People and their performance are the focus of HRM.
The way an employee works affects how well they do their job. Performance and
people are both necessary for the organization to accomplish its goal. Performance
management is about setting goals and objectives, whereas people are determined
to provide employees with training and instructions. Established in 1987, Crystal
Travel is a UK-based travel agency that provides tour and travel advice. Its
headquarters are in London. This company is a member of the more sand groups
(Hossain, et al., 2022).Customers can get a wide range of services from them, such
as reservations for hotels and flights, vacation packages, and many more. The
British travel award was presented to the business in 2018.The company views Sam
Travel, Air Travel Guru, flights to India, and Air Travel Guide as travel companions.
They offer the best services, directions, and guidance when planning a trip or tour
package.
What tools and techniques will help improve organizational
performance?
● Establish clear objectives: It is necessary to state the goals in detail. A
company can decide what their primary focus. Consequently, the desired
objectives will be promptly achieved. The employees of Crystal Travel are
well-versed in the precise goals of the business. Employees will have a
clearer perspective as a result, which will boost productivity.
● Set small daily tasks:As a result of the reduced workload from small tasks,
employees will experience less stress and anxiety, giving them more time to
work and rest (He, Chenget, et al.,2021) .Setting daily tasks will prevent any
kind of misunderstanding and negativity at work. This will also make it easier
for employees to keep track of their time, which will make the company

perform better. When crystal travels adheres to daily goals and fosters a
positive work environment, employees are more satisfied. As a direct
consequence of this, both the efficiency of the organization and the
company's capacity to achieve its goals on time will rise.
● Performance Appraisal: It is one of the best ways to improve employee
performance in an organization. It refers to the organization's routine
evaluation of employees' work or performance. By conducting regular
check-ins, a company can improve employee performance and, by extension,
organizational performance. There are many ways it is carried out.
Management By Objectives (MBO) and the Behaviorally Anchored Rating
Scale (BARS), two of these kinds, are used at Crystal Travels to accomplish
this. In MBO, managers regularly meet with employees, give them tasks to
complete, and then set deadlines. The work habits of employees are used by
managers in BARS to assess their performance.(Madsen,.2022)
● Employee well being scheme: The company uses this plan to keep the
workplace healthy and increase employee productivity. The maintenance of
other aspects of an employee's well-being and their physical health are both
influenced by employee well-being. Crystal Travel first determines the goals to
be achieved and then the deadlines within which those goals must be
accomplished. After setting goals, they identify opportunities and threats, then
ways to develop skills within the organization. After that, they look at how far
they've come. They will be able to make use of this to improve the
organization's performance as a whole.
● Real time feedback: the response to a person's performance that is required
to improve an organization's overall performance is called feedback. The
manager will learn about the capabilities of the employees through regular
feedback.(Raad,N.G.,2019) Crystal travels typically solicits employee
feedback every six months. They hold regular meetings and monitor the
performance of their employees. Additionally, it provides incentives to
employees who perform well. Organizational performance improves as a
result.

The role of employee well being in improving motivation
and performance
Part of employee well-being is improving employees' mental, emotional, and physical
health. It can be used to boost employee engagement, reduce sickness and
absence, and improve employee performance and productivity. Crystal Travels
employs employee well-being in the following ways to enhance employee
performance and motivation:
● Because it allows for flexibility in working hours, employee well-being benefits
both employee performance and the organization's performance. Employee
trust, loyalty, productivity, and connectivity are all bolstered by Crystal Travel's
emphasis on and upkeep of flexibility. It boosts employee motivation, which in
turn boosts performance for the company. The employees' ability to adapt to
the changes enables them to produce better work.
● The environment in the workplace has a significant impact on employees'
working health. More likely to perform at their best are employees who work in
an environment that encourages positive motivation and productivity. Chan,
B.2022) Crystal Travel ensures that its employees work in a happy and
productive environment so that they can perform at their best and boost the
company's performance. In order to ensure that its workers do not become
overworked from their work, the company takes care of them and provides
them with refreshments.
● Additionally, employees' well-being contributes to a financially secure
environment. Employees will be able to stay with the company. Crystal
Travels provides its employees with benefits like an advance salary in case
they need it, a salary that is sufficient for them to live on, and other financial
support. They also give their employees tips on how to manage their money,
helping them stick to their budget and avoid wasting money. Health care costs
are also reduced as a result of wellness programs.

● Employee well-being programs encourage social interaction because it keeps
workers motivated and is beneficial to their mental health. In order to improve
employee interaction and mental health, Crystal Travels frequently organizes
entertaining activities. These activities make employees feel more at ease
with one another. Because they can now work with others, they are motivated
to work. Consequently, improving the company's team performance relies
heavily on employee satisfaction.(Salas‐Vallina Á., 2021)
● Employee health also makes it easier for a business to keep a socially healthy
environment. It establishes a culture in which employees are praised for their
work and promoted as a result of promotions and rewards. As a result,
employees at Crystal Travels will be motivated to perform at a higher level
(Westcott, 2021).Employees are paid more when a company achieves its
goals and objectives. The company's growth is aided in part by the
performance review.
Conclusion
It is clear that HRM includes both people and performance. Senior executives must
monitor the worker if they want them to generate a better job. One needs to be
well-trained in order to find good employment. The UK-based travel and tourism
business Crystal Travels employs knowledgeable, adept, and trained personnel.
They first created their aims and objectives in order to boost performance. To
improve performance, workers are able to quickly adjust to new circumstances. The
economy and the environment are two other factors that have an impact on the
sector.
References
Hossain, Ahsan, Nadi and et .al, 2022 Exploring the Role of Technology Application
in Tourism Events, Festivals and Fairs in the United Arab Emirates:
Strategies in the Post Pandemic Period. In Technology Application in
Tourism Fairs, Festivals and Events in Asia(pp. 313-330). Springer,
Singapore.
Madsen, D.Ø. and Grønseth, B.O., 2022. PESTEL Analysis. In Encyclopedia of
Tourism Management and Marketing. Edward Elgar Publishing.
Raad, N.G., 2019. A strategic approach to tourism development barriers in Iran.
Journal of Tourism & Hospitality,8(3), p.410.

Chan, B. and Tai, S.K., 2022. The Role of Strategic Stakeholder Groups in the Air
Transport and Tourism Industries. InCase Based Research in Tourism,
Travel, Hospitality and Events(pp. 379-397). Springer, Singapore.
Westcott, M. and Anderson, W., 2021. 14.3 Conclusion: The View from British
Columbia.Introduction to Tourism and Hospitality in BC-2nd Edition.
Rehman Khan, Yu, Sarwat and et. Al,2022. The role of block chain technology in
circular economy practices to improve organisational performance.
International Journal of Logistics Research and Applications, 25(4-5),
pp.605-622.
Purwanto, A., Novitasari, D. and Asbari, M., 2022. Tourist Satisfaction and
Performance of Tourism Industries: How The Role of Innovative Work
Behaviour, Organizational Citizenship Behaviour?. Journal of Industrial
Engineering & Management Research, 3(1), pp.1-12.
Salas‐Vallina, A., Alegre, J. and López‐Cabrales, Á., 2021. The challenge of
increasing employees' well‐being and performance: How human resource
management practices and engaging leadership work together toward
reaching this goal. Human Resource Management, 60(3), pp.333-347.
He,Cheng, Swanson and et. Al, 2021. The effect of destination employee service
quality on tourist environmentally responsible behavior: A moderated
mediation model incorporating environmental commitment, destination
social responsibility and motive attributions. Tourism Management, 90,
p.104470.
Morais, D.B., 2021. Conclusion: Principled Engagement with Tourism
Microentrepreneurs. In Tourism Microentrepreneurship. Emerald Publishing
Limited
Appendix: PESTLE Analysis of Crystal Travel
In the travel and tourism sector, the phrase "moving from one location to another" is
employed. Nowadays, individuals take great delight in traveling frequently, whether it
be for work or for fun. The crystal travel agency advises clients and focuses on travel
and tourism. PESTLE (political, economic, social, technical, legal, and
environmental) analysis can help decide this company's strategy. It is employed to
pinpoint the variables that affect the business. The following is an explanation of
outside influences on crystal travel:
● Political Factor: Political factors, such as taxation, labor laws, leadership,
foreign trade policy, tariff rates, and numerous other topics, accompany the
government's obstruction of an economy. Any nation in the world is open to
visitors. A government has removed all barriers for tourists. In some nations,
however, the government may necessitate certain formalities like a visa or a
medical examination. Additionally, Crystal Travel Agency offers

industry-changing international trips. The travel agency handles all of the
government-mandated formalities and makes all of the prior reservations.
● Economical Factor:This is related to the country's economy. As the economy
improves, people can spend money on travel. Citizens can pay for trips
abroad with money left over for spending. The expanding economy benefits
the travel and tourism sector. Services that are simple to use are provided by
companies like Uber and AirBnB, which have an impact on the tourism sector.
(Rehmanet.et al.,2022) Crystal Travel Agency is the business that provides
the most cost-effective packages and the best deals. The business provides
travelers with an appealing package that meets their needs.
● Social Factor: Examples of social factors include the cultural aspect, people's
attitudes and actions, growth rate, age distribution, gender, and health
consciousness. People go to other countries because they want to experience
the new culture and are familiar with the culture. The tourism industry is
growing as a result of the acceptance of races and other religions
everywhere. In relation to crystal agency, the social factor no longer has a
negative impact;instead, people are socially accepted everywhere. The citizen
can experience the culture of any country by traveling there.
● Technological Factor :Price, quality, and innovation would all be affected by
today's rapid technological advancement. Individuals can now effectively
venture out because of the improvement of the transportation system.(Morais,
2021) Neighborhood transports and restricted carriers existed in old
times;However, in the modern era, air-conditioned trains and buses, private
buses with advanced facilities, and national airlines are all easily accessible to
the general public. They provide high-quality services at reasonable prices in
the context of the crystal travel agency. Anyone who is interested in learning
more about the trip and packages can access the company's website.
Customers can access price and deal information, images, and blogs from the
website.
● Legal Factor : The legal factor includes the relevant laws and legal
framework. The travel and tourism industry is not significantly affected by this
factor. The legal process includes getting a visa and other travel documents.

According to the crystal travel agency, the travel company completes all legal
procedures prior to travel so that travelers do not have to worry about them in
the future .The trip can be filled with full fun and relaxed as the travel agency
takes care of all the documents required during the trip.
● Environmental Factor: This factor has a significant impact on the tourism
industry. The environment is polluted by the various modes of transportation.
Pollution rises as more people use public transportation. The travelers scatter
trash, including plastic bottles and other items, which contributes to the rise in
pollution. The crystal travel agency has an effect on the surrounding
environment. (Purwanto, M., 2022).They indirectly pollute the environment
because they organize trips more frequently. Tourists scatter trash
everywhere. To increase profits, the company frequently offers tours and trips.