People & Performance: BUNI Travel Case Study - BMP4006 Semester 2

This case study examines BUNI Travel, a local travel agent in Bolton, UK, and its efforts to improve organizational performance through effective people management. The report utilizes the PCER model (Plan, Coach, Evaluate, Reward) to streamline performance management and emphasizes the importance of technology, employee motivation, and quality service. It further explores the role of employee well-being in enhancing motivation and performance, highlighting strategies such as fostering friendships, creating a culture of recognition, providing mental health support, promoting work-life balance, and encouraging financial education. The analysis concludes that a holistic approach to people management, combining performance tools with a focus on employee well-being, is crucial for BUNI Travel's success.

BSc (Hons) Business Management
BMP4006
People and Performance
Assessment 1
Case Study: BUNI Travel
Semester 2
Submitted by:
Name:
ID:
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Contents
Introduction p
What tools and techniques will help improve
organisational performance? p
The role of employee well-being in improving motivation
and performance p
Conclusion p
References p
Appendix p
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Introduction
It is an ongoing process which helps the managers to monitor and evaluate
work of employees. It helps the organisation in achieving business goals efficiently
by streamlining employee performance. For the present report, BUNI travels is taken
into consideration (Abram, Macleod and Waldren, 2021). It is based in Bolton, UK a
local travel agent which works as traditional personnel department and has relatively
small workforce. In this report, the company will use various tools and techniques
which will going to helps company's performance. Apart from this, in improving
motivation and performance the role of employee well-being will be explained in
detail.
What tools and techniques will help improve
organisational performance?
The company is going to use PCER model or tool in BUNI travels which will
help in improving the performance. It helps to create an ongoing conversation
between the employees and supervisor. PCER model is plan, coach, evaluate and
reward for simplifying performance management process. This model is explained in
detail as follows
Plan – It helps in understanding the behavioural and performance
expectations as this begins when the HR manager reviews the employee's
communicate competencies, position reduction, creates goals and discusses with
the employee (Gabor and Oltean, 2019). In context to BUNI travels, the manager
communicates with its employees on a regular basis and discusses the problems
and goals with them to create better environment and able achieve its goals
effectively and efficiently.
Coach – It means to increase the efficiency and skills of employees by
providing coaching. In context to BUNI travels, the company's manager provide
feedbacks and coaching to its employees on regular intervals like in every two to
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three months. It helps the company to reach its goals successfully and efficiently as
these goals are created at the time of planning. To track outside the day to day
system the employees and the supervisor about employee performance can create
each notes at any time.
Evaluate – It helps in assessing the employee's performance as the
supervisor or manager may depend on multiple resources such as customer
feedback, employees self evaluation, accolades or notes of performance created
during the year etc. In context to BUNI travels, it evaluates the performance of
company by customer feedbacks or performance notes created at the time of
coaching (Gonzalez-Rodriguez, Diaz-Fernandez and Font, 2019). It helps to create
the better workday environment by discussing with employees about performance
evaluation, about area of improvement and strengths provides feedbacks etc. which
increase the company's performance.
Reward – At the end of the year or during the year the managers or high
authority of the company rewards and recognises performance of employees. In
context to BUNI travels, it helps to increase the morale of employees and motivate
them the company gives the best performance or best employees of the year award
to its employees at the end of the year. Which increases the performance of the
company efficiently and effectively.
In order to increase the performance of the company it also uses some
techniques to improve the performance. Some of the techniques are as follows:
Use Technology – It plays an important part in improving the organisational
performance by using smartphones, computers, tablets etc. It helps the company to
work effectively and efficiently. In context to BUNI travels, by the use of latest
technology it can build strong social media presence. Now a days social media is on
hype people got influenced by the post, pictures of beautiful places and food wanted
to travel as soon as possible (Lu and et.al., 2022). The company can promote its
tour packages, plans and trips on social media or websites etc. which attract people
to visit and can book the trip in advance. To stay advance with generation it is
necessary to make changes in the company by using effective and latest technology.
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Motivate team members – in context to BUNI travels, it is necessary to
motivate the employees of the team to work with its efficiency. For this company
organises various programmes like skills development programmes, incentives
programmes etc. to motivate them. To provide them paid leaves, tour packages for
the employees as well or rewards to perform themselves with full enthusiastic.
During pandemic the overall staff became depressed by staying homes all the time
and the company also don't earn business. To increase the productivity and gains
the business company tries to motivate them and encourages them towards working.
Work on quality services – With reference to BUNI travels, to improve the
organisational performance the company need to work on its quality services which
help in building brand image and able to increase its market share (Pandey, Sahu
and Joshi, 2022). For this it need to choose best hotels to stay, best restaurants and
food, best tourist guide with them by which company can able to increase its
performance, profitability and market share in comparison to its competitors.
Encourage customers to leave reviews – It helps any company in future to
improves performance of an organisation. By making changes which improves the
market share, profitability and build brand image in the market among its
competitors. In context to BUNI travels, it focuses to take take reviews from its
customers timely after completing their travel package which was taken by the
company. It helps the company to take necessary decisions and effective methods to
solve the problems in future.
The role of employee well-being in improving motivation
and performance
To improve and boost employee well-being so that company can able to
reach its goals effectively and efficiently. It helps to make productive and motivated
workforce in an organisation (Piehler, Schade and Burmann, 2019). There are
various roles of employees well being in improving its performance and motivation.
Some of them are as follows and discussed below in detail:
To become friends encourage colleagues – The workplace can make you
feel lonely if you don't make friends at work. Which creates dissatisfaction and
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demotivation towards doing work in company. It is important to make friends in an
organisation to work efficiently and helps to create good working environment among
the staff. In BUNI travels, the company tries to build good communication between
its employees. It can be done by introducing them with each other at the starting and
at regular interval of time organises social gatherings and events. Make them go for
work together whole team outside for work.
Create culture of recognition and rewards – It focuses to create a positive
work culture at the workplace which can be done by giving recognition and giving
rewards. With reference to BUNI travels, to improve the performance and motivation
among the employees the company gives appraisals, rewards and recognition to its
employees and at the end of the year or depends on the performance of the
employees (Stienmetz and et.al., 2021). It motivates the rest of the staff also to work
better than them in future in a healthy way so that they can also able to get rewards,
recognition and appraisals in near future. It is very effective method in improving
performance and motivating them to provide best services to its customers
effectively and efficiently.
Provide support and mental health training – It is the common and big
mental health issues like depression, anxiety and stress which creates demotivation
among its staff and it builds negative results on the company's performance. In
context to BUNI travels, it provides regular training and support on mental health by
positive communication among the employees and with its top level management. At
the time of pandemic employees and staff suffers a lot of mental health issues like
stress, depression, job security. To overcome from this situation the company gave
job satisfaction to its employees (Teixeira and Ferreira, 2018). The company also
provide training on right right education for the positive development of staff and an
organisation.
Provide work life balance and level of flexibility – Without the balance in
work life and flexibility in work schedule demotivate the employees whose are
working and may leave the company or switch to another company. In context to
BUNI travels, the company focuses on results and targets rather than on working
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hours in the office. By this the employees able and want to work fast for the
organisation in a best possible way. It allows its employees to do work from home
also for a day or a week and give flexible working hours. By this it helps the company
to increase its services and increase the company's efficiency by optimum utilisation
of resources.
Able to make employees more focused and productive – It is an important
part of any organisation to make its employees focused and more productive
towards the work. In context to BUNI travels, to increase the productivity of
employees and company it offers lunch to its staff improving their quality and to stay
hydrated it offers easy approachable ways. In office incorporated healthy snacks
which reflect their productivity and performance by taking smarter decisions for the
organisation (Tiago and et.al., 2018). It offers various challenges in healthy
environment which encourages staff. At the time of COVID-19 it is necessary to
encourage them and make them more productive which can be done by motivating
them.
Fitness – It sharpens the mind of employees and encourages or motivates
them towards working. It creates healthy work environment in a positive way in an
organisation. With reference to BUNI travels, the company tries to encourage and
motivates its employees by providing gym membership at reasonable cost.
Encourage them to take stairs instead of lift and it host a walking meeting rather than
host meeting in an office room (Vargas-Sánchez and Saltos, 2019). It is effective
method of employee well being which keeps the mind sharp and highly motivated as
it good working environment also.
Financial education – Sometimes employees or staff feels depressed and
stress about their finances. Because of this they feel less secure in the company. In
context to BUNI travels, it can motivates its employees by providing student
education loan at reasonable cost as they are mostly stressed about the finances.
BUNI travel makes its employees feel financially secure in the company as it helps in
increase their morale and they become highly motivated in an organisation.
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Conclusion
From the above people and performance report of BUNI travels it has been
concluded that how company uses PCER model to improve the organisational
performance that is plan, coach, evaluate and reward which helps the organisation.
Apart from this, various techniques has also been used for the improvement (Wut,
Xu and Wong, 2021). Further more to this, how company uses various roles of
employee well being in improving its performance and motivation in an organisation
and this has been explained in many ways in detail.
References
Abram, S., Macleod, D. and Waldren, J. D. eds., 2021. Tourists and tourism:
Identifying with people and places. Routledge.
Gabor, M. R. and Oltean, F. D., 2019. Babymoon tourism between emotional well-
being service for medical tourism and niche tourism. Development and
awareness on Romanian educated women. Tourism Management, 70,
pp.170-175.
Gonzalez-Rodriguez, M. R., Diaz-Fernandez, M. C. and Font, X., 2019. Factors
influencing willingness of customers of environmentally friendly hotels to pay
a price premium. International Journal of Contemporary Hospitality
Management.
Lu, J. and et.al., 2022. The potential of virtual tourism in the recovery of tourism
industry during the COVID-19 pandemic. Current Issues in Tourism, 25(3).
pp.441-457.
Pandey, A., Sahu, R. and Joshi, Y., 2022. Kano model application in the tourism
industry: A systematic literature review. Journal of Quality Assurance in
Hospitality & Tourism, 23(1). pp.1-31.
Piehler, R., Schade, M. and Burmann, C., 2019. Employees as a second audience:
the effect of external communication on internal brand management
outcomes. Journal of Brand Management, 26(4). pp.445-460.
Stienmetz, J. and et.al., 2021. Managing the structure of tourism experiences:
Foundations for tourism design. Journal of Destination Marketing &
Management, 19, p.100408.
Teixeira, S. J. and Ferreira, J. J., 2018. Entrepreneurial artisan products as regional
tourism competitiveness. International Journal of Entrepreneurial Behavior &
Research.
Tiago, F. and et.al., 2018. Cruise tourism: social media content and network
structures. Tourism Review.
Vargas-Sánchez, A. and Saltos, A. E., 2019. Smartness and social networks as
shapers of the tourism industry: What is being done in Academia in this
intersection?. Worldwide Hospitality and Tourism Themes.
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Wut, T. M., Xu, J. B. and Wong, S. M., 2021. Crisis management research (1985–
2020) in the hospitality and tourism industry: A review and research
agenda. Tourism Management, 85, p.104307.
Yoon, G. and et.al., 2018. Attracting comments: Digital engagement metrics on
Facebook and financial performance. Journal of Advertising, 47(1). pp.24-37.
Appendix
A PESTLE analysis for BUNI Travel
Political factor – It can provide boost in tourism industry as many government of
others countries make their borders open for tourists of other countries. It creates
tourist friendly environment and in some countries not even require visa to travel.
Economic factor – It creates better economic models because it is more consumer
friendly and tourism make accessible to people more. It helps to rise the income
level and encourage more foreign exchanges in the country.
Social factor – It encourages the culture of one country in the other and in the
young generation it becomes more trending by use of social media. Towards the
tourism industry it creates boost.
Technological factor – Due to change in technology it increases the tourism
industry because it develops the transport system as they are easily accessible at
cheaper prices. Consumers can able to make the tickets online as well.
Legal factor – Now tourist can easily apply for visa and tourist loans to travel across
the world. It creates more business for BUNI travel as tourists visas are easily
provided by governments.
Environmental factor – It creates massive pollution from ships, vehicles and
airplanes etc. and it destroys coral reefs and beaches due to rise in tourism.
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