BMP4006 Semester 2: Crystal Travel People and Performance Case Study

This report presents a comprehensive case study on Crystal Travel, a local UK travel agency, focusing on people and performance management. It explores various tools and techniques to enhance organizational performance, including monitoring and feedback, key performance indicators, management by objectives, 360-degree feedback, and reward systems. The report emphasizes the critical role of employee wellbeing in boosting motivation, productivity, and building a positive work environment. It also examines the importance of employee well-being for improved productivity, high employee morale, attracting top talent, and enhancing customer relationship management. A PESTLE analysis of Crystal Travel is also included, considering political, economic, social, technological, legal, and environmental factors. The report concludes that effective people management is directly linked to organizational success, advocating for the adoption of these strategies to achieve competitive advantages and sustainable business outcomes.

Business Management
BMP4006
People and Performance
Assessment 1
Case Study: Crystal Travel
Semester 2
Submitted by:
Name:
ID:
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Contents
Introduction 3
What tools and techniques will help improve
organisational performance? 3
The role of employee wellbeing in improving motivation
and performance 5
Conclusion 6
References 7
Appendix: PESTLE Analysis of Crystal Travel 8
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Introduction
People performance can be defined as a process which tries to bring out the
best from the individuals and connect it with objectives of business. The concept of
people management involves various functions such as acquisition of talent,
retention of skilled employee's and utilization of the human resources within the
organization. It helps the management of the companies in evaluating the
performance of the workers. It tries to give the employee's a positive and peaceful
environment to enable the workers to give best according to the potential(Armstrong,
2019). . . This report will be on Crystal Travel that works as a local travel agent in
UK. The various tools and methods which can be used by the company for
enhancing performance of the organization is covered in the report. The importance
of employee well-being in increased motivation and productivity is also discussed in
the report. A PESTLE analysis on Crystal travel agency is also covered in the report.
What tools and techniques will help improve
organisational performance?
Nowadays, it has become very essential for every business organisation to focus on
the engagement of its workforce. This will help in achieving greater results in the
business. There are various tools and equipments which can be used by the
organisation's to enhance the performance of both employee's and organisation. The
software's measure the performance on a constant basis and enable the companies
to successfully run its operations. Crystal travel can use various these tools which
are discussed below:
 Monitoring and feedback- The first measure which can be used to measure
the performance is monitoring the growth regularly so that valuable feedback
can be given(Dahiya, 2021). This is considered one of the most effective tools
which helps the in identifying the opportunities which can provide competitive
advantage in the market. It will encourage the workers to work hard and learn
various new things from the feedback given. The feedbacks can be given on a
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weekly or on monthly basis. This way the Crystal travel will be able to achieve
its goals and objectives on time.
 Key Performance Indicator and Metrics- This is another measure which are
used by various businesses to improve the organisational performance. It
provides the methods which will help in forming the strategies and policies for
the organisation. The main purpose of these KPIs is help the management of
the companies to take strong business decisions. (Hope and Iversen, 2019). .
The Crystal travel should formulate a KPI which gives clarity about the current
level of performance and also provide the target where the business should
reach. The company will prepare certain key indicators which will help in
measuring the actual performance with the standards set.
 Management by objectives- It determines the particular objectives and
identifies the ways which helps in attaining these goals. This tool is very
effective in those areas where only one work is to be done at a time. This can
be considered by Crystal travel in developing a positive working culture which
will enable in providing a right direction to channelise the efforts of all
employee's. The management of the organisation frames the standards which
are used to compare and evaluate the performance of the individuals. This
determines the areas in which more attention is required(Lehtonen and
Pihkala, 2021).
 360 degree feedback- This can be defined as an overall feedback about the
work or task. The peers provides the feedback to the individuals which
provides the opinion about the current performance of the individuals. The
feedback given by the peers is both constructive and positive. It is very
important for the individual to get an idea from the surrounding peoples. The
Crystal travel all the team members are handled by the team leader who is
responsible for the performance of the individuals. The concerns, praise and
claims of any team member is addressed by the leader itself. The feedback is
provided in relation to any task or assignment to ensure the quality of work is
maintained. This shows the importance of peer review in enhancing the
productivity and collective spirit of the organisation as a whole. The 360
degree feedback is based on complete evaluation of the situation and proper
analysis(Leroy and Glomb, 2018).
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 Rewards and compensation- It is very essential for every business to
understand the needs and requirement of the employee's. This will allow the
organisation to properly frame policies after examining the present situation of
the organisation. Crystal travel should reward its workers which will boost the
moral and confidence of the employee's. The company should appreciate the
efforts which are put in by the employee's towards the achievement of
objectives of the business. Rewards can be in the form of salary increment,
promotion, holidays, shares, bonuses or any other. This will ensure that the
employee's are working with full dedication and efficiency. Crystal travel
should follow those tools and methods which suit the business well.
All the above mentioned techniques and tools will help the Crystal travel in gaining a
competitive advantage in the market. The company can use these methods for
enhancing the overall performance of the organization. Then, it will be able to
achieve all the objectives and targets within the specified time period.
The role of employee wellbeing in improving motivation
and performance
The well being of the employee's can be defined as a state of mind where the
employee's physical and mental health is good. It also includes utilization of available
tools and resources, relation with the other workers and contribution in the objectives
of the organisation(Mahdavi and Tahmasebi, 2019). Every business should to
monitor the condition of its employee's for providing better environment and work
culture. Crystal travel shall ensure that all the workers are in good sense of mind
which will be very beneficial for the business. It should take care of the employee's in
order to achieve the objectives and targets. The role of employee well-being is
discussed below:
 Improve productivity- It has been seen that when the workers are not
satisfied with their job, absenteeism is experienced. It means the employee's
are not mentally present on the workplace even after being physically present.
Every business should ensure that the well-being of the workforce is
maintained. The productivity of the workers is increased when employee are
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feeling well from inside. It is estimated that cost associated with absenteeism
is 3 to 4 times greater than the normal expenses. Crystal travel shall conduct
various programs which provides peace and reduces the pressure from the
minds of workers. This will increase the motivation and encourage the
workers to contribute more toward the objectives of the organisation. These
programs can be conducting extra curricular activities which will lead to
reduction in tension in the work(Sargur and et. al., 2022).
 Build and sustain a high employee morale- The organisation should
ensure well-being of its workers which will and sustain boost the moral. The
employee's will feel more secured and valued when their needs and desires
are fulfilled. The sustainability of the business can be achieved by employee's
well-being through the health and safety aspect. Crystal travel can enhance
the individual performance of the workers by analysing their conditions and
providing a positive and healthy environment to work(Schmid and et. al.,
2019). This will help the organisation in sustaining for a long period of time in
the market. The performance can be enhanced by taking help of various tools
like performance appraisal.
 Better talents with effective decision making- The image of the
organisation is very essential in every aspect of the business. When the
employer provides support and maintains work life balance of the employee's,
then the reputation of the company in the market improves. This attracts a
large number of new talents towards the organisation and also helps in
retaining the existing skilled workers in the business. The employee well-
being facilitates the management of the Crystal travel to take strong and
effective decisions for the achievement of goals and objectives.
 Improved CRM- Happy and satisfied employee's are the brand ambassadors
of the organisation. It has been seen that the way the companies behaves
with its workers is reflected in the manner the employee's react with the
customer's. So it is very essential for the organisation's to treat the workers
well and give the required respect. Crystal travel should follow the practises
which motivates the workers and increase the job satisfaction. These
practises are providing ground training and skill development activities to the
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employee's so that employee's pay more attention in the job. This will improve
the relationship of staff members with the customer's(Zhu, Lin, Becerik-Gerber
and Li, 2020). This way the requirements of the consumers will be addresses
by the company.
Conclusion
It can be concluded from the above report that people management is directly linked
with the organisational performance. For enhancing the performance of the
business, the companies can use a variety of tools and techniques which will
improve the overall working system. These different tools are feedback review,
reward and compensation, management by objectives and many more. All these will
help in gaining the competitive advantage in the market to the Crystal travel. The
importance of employee well-being in the sustainability of business is also discussed
in the above report. It boosts the moral of the workers working in the organisation
and increase the loyalty toward the company. These practises will result in achieving
success in an effective and efficient manner.
References
Armstrong, M., 2019. How to Manage People: Fast, effective management skills that
really get results (Vol. 148). Kogan Page Publishers.
Dahiya, R., 2021, June. Insecure people can eclipse your sun; so identify before it is
too late: revisit to the nexus between job insecurity, organizational
identification and employee performance behaviour. In Evidence-based
HRM: a Global Forum for Empirical Scholarship. Emerald Publishing
Limited.
Hope, V. and Iversen, J., 2019. Infections and risk among people who use image
and performance enhancing drugs. Human enhancement drugs, pp.85-100.
Lehtonen, A. and Pihkala, P., 2021. Encounters with climate change and its
psychosocial aspects through performance making among young people.
Environmental Education Research, 27(5), pp.743-761.
Leroy, S. and Glomb, T.M., 2018. Tasks interrupted: How anticipating time pressure
on resumption of an interrupted task causes attention residue and low
performance on interrupting tasks and how a “ready-to-resume” plan
mitigates the effects. Organization Science, 29(3), pp.380-397.
Mahdavi, A. and Tahmasebi, F., 2019. People in building performance simulation. In
Building performance simulation for design and operation (pp. 117-145).
Routledge.
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Sargur, K. and et. al., 2022. Functional Vision Assessment in People with Ultra-Low
Vision using Virtual Reality: A Reduced Version. Investigative
Ophthalmology & Visual Science, 63(7), pp.4055-F0019.
Schmid, A.A. and et. al., 2019. Yoga improves occupational performance,
depression, and daily activities for people with chronic pain. Work, 63(2),
pp.181-189.
Zhu, R., Lin, J., Becerik-Gerber, B. and Li, N., 2020. Human-building-emergency
interactions and their impact on emergency response performance: A
review of the state of the art. Safety science, 127, p.104691.
Appendix: PESTLE Analysis of Crystal Travel
Tourism industry is developing day by day and growing at a rapid pace. All the travel
companies are ensuring that it use variety of platforms to attract the customers
towards tourism. The PESTLE analysis will help in getting a better picture of the
environment of the industry. The PESTEL analysis of Crystal travel is mentioned
below:
 Political – It involves the political stability of the economy. Crystal travel
should take into account the political factors like tax policies, trade policies
and trade regulations. This company can avail the benefits of the tax
incentives in its business operations.
 Economic- There are various economic factors which should be taken into
consideration by the organisation's. Crystal travel should analyse these
factors such as income of buyers, interest rates and inflation rates. This will
enable the business to prepare policies on the basis of these factors.
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 Social- It is related to the changes in the preferences of customer's over the
period of time. Crystal travel should keep an eye on the changing trends to
sustain in the market for a long period of time.
 Technological- The technology keeps updating from time to time. Every
business should adopt updated technology for better functioning of
operations. Crystal travel should try to reduce the cost of the products and
enhance the quality of the services it is providing. The company can achieve
its goals and objectives with the help of updated and new technology.
 Legal- It includes the rules and regulations which are applicable on the
organisation's. Every business should follow these rules to smoothly run its
operations. Crystal travel should try to adhere all the tourism laws otherwise it
will have to face legal obligations.
 Environmental factors- It is considered an important aspect in the life cycle
of business. Every organisation should take into consideration the
environmental factors while doing the business. Crystal travel should practise
those methods which will not make a negative impact on the environment and
society. This will build a positive image of the company in the market.
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