BMP4006 - Crystal Travel: Enhancing People Performance (Sem 2)

This case study examines Crystal Travel, a local travel agency based in London, and explores various tools and techniques to enhance people performance within the organization. It emphasizes the significance of employee wellbeing in boosting motivation and overall performance, covering aspects such as productivity, morale, talent retention, and customer relationship management. The report discusses strategies like monitoring and feedback, key performance indicators (KPIs), management by objectives, 360-degree feedback, and reward systems. Furthermore, it includes a PESTLE analysis to assess the external factors impacting Crystal Travel's operations, providing insights into political, economic, social, technological, and legal considerations. The study concludes that focusing on employee wellbeing and implementing appropriate performance management tools are crucial for Crystal Travel to achieve its objectives and sustain its market position.

Business Management
BMP4006
People and Performance
Assessment 1
Case Study: Crystal Travel
Semester 2
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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 4
Conclusion 6
References 6
Appendix 7
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Introduction
People performance can be defined as a framework which aims at utilizing the
capacities of the individuals. The managers of the business put the value of employee's
towards achieving the objective of the organization. The various practices like talent
acquisition, optimization and retention are facilitated by the process of people performance. It
helps in managing the performance of employee's through evaluation(Barajas and Peterson,
2018). It assists in developing the environment in which the workers can work best of their
potential. This will help in carrying out the activities in a effective and efficient manner. This
report will be on Crystal Travel which works as a local travel agent. The headquarter of the
business is situated in London. The variety of tools and methods which are used by the
company in order to improve the performance is discussed in the report. This report also
includes the role of employee's well-being in motivation. The PESTLE analysis on the travel
agency is also covered in the report.
What tools and techniques will help improve
organisational performance?
Every business uses various methods and tools for enhancing the people performance
which directly results in achieving of objectives and targets of the organization. There are
different software's which can be used by the companies for measuring the progress of the
employee's. It is very essential for the business to properly identify the techniques which are
suitable for the organization. All these will help in addressing the issues which are prevailing
in the business operations. Crystal Travel uses various techniques which are discussed below:
 Monitoring and feedback- It is a process which involves continuous supervision on
the activities of the organization. This provides proper tracking of performance of
organization and individual employee's. This helps in the process of improvement and
development. Crystal Travel generates opportunities that helps in gaining the
advantage in the market. Giving timely and proper feedback can help in enhancing the
quality of work of the organization as a whole. The company can provide feedback in
the time frame of a month or a quarter(Haddon, 2018).
 Key Performance Indicator and Metrics- It is considered a method which helps the
business evaluate how effectively the processes and operations are working. It
identifies the deviation from the standards set in order to achieve objectives and goals
of the business. It is very essential for every business in order to check the progress.
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KPI which can be used by Crystal travel are customer's acquisition cost , total
transaction value and customer's retention period. These will help the organization in
gaining clarity in decision making. The company will be able to formulate strong and
effective strategies and policies which will directly lead to improved
performance(Kouatli, 2019).
 Management by objectives- It describes the targets to be achieved and provides a
path for the attainment of the individual objective. It is considered a very effective
technique for doing one task at a time. Crystal travel can develop a healthy working
environment in order to accomplish the goals. The management of objective tool
evaluate the performance of individual and compares it with the standards set in the
organization.
 360 degree feedback- This method encourage the peer to give relevant feedback
which can be both positive and constructive. It provides a broad assessment of the
overall performance to the individual from the nearby people. This assist in improving
the quality of the work by the person. Crystal travel can form teams for providing
feedback to the employee's. This will help in guiding the workers for performing their
work effectively and efficiently. The company can gain an advantage when all its
workforce knows what is to be done and how.
 Rewards and other benefits: The workers need some kind of acknowledgment for
doing the task properly. Crystal travel can give rewards to the employee's for
enhancing the performance. The reward can be in the form of shares, bonus,
promotion, holidays and increment. The company can provide all this to make the
workers perform the task with full potential and efficiency(Olaisen and Revang,
2018).
Crystal travel should evaluate which techniques and methods will be suitable for the size and
structure. This will help in connecting performance management to the objectives of the
organization. Then, the company will be able to sustain for a long period of time in the
market.
The role of employee wellbeing in improving motivation
and performance
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The well-being of the employee's can be defined as a state of the mental and physical
health of the worker. It also involve the relation with the other employee's in the organization.
The utilization of tools and resources and involvement in the business decision making is also
included in the well-being. The businesses must understand that the concept of well-being is
more than only the physical health. It is mainly related to understanding the behavior and
issues of the employee's for making sure that the work is properly done. Crystal travel should
take care of its workforce as employee's well-being plays an essential role in the performance
of the company. The role of well-being of workers is discussed below:
 Improve productivity- When the employee's are not present mentally but present
physically, it is called presenteeism. This leads to poor productivity of the whole
organization. This makes the workers leave the job which increases the cost of
recruitment of the business. Crystal travel should organize workers well-being
programs for improving the well-being which can make a positive impact on the
productivity and quality of the work. The employee's should have a good and healthy
behavior for enhancing the overall performance(Seddighi, 2020).
 Build and sustain a high employee morale- The well-being is very essential in
building and maintaining the moral of the employee's. It can be achieved through by
maintaining health and safety of the workers. Crystal travel should make their
employee's feel valued and competent. The company should focus on fulfilling the
desires of the workforce in form of mental, physical and financial. The organization
should properly take care of the workers for increasing the moral which will help in
bringing sustainability in the company. It assists in surviving for a long period of time
in the market(Templer, 2018).
 Better talents with effective decision making: The business which is having good
image in the market generally attracts a lot of candidates. This helps in presentation of
right talent in the decision making process. The retention rate within the company also
improves. Crystal travel must pay attention on maintaining well-being of employee's
which will lead to enhanced productivity and performance. The workers will be able
to take effective decisions when the health is good(Underwood, 2019).
 Improved CRM- For the success of organization, the happiness and job satisfaction
is very essential. There is a positive relation in the way company treat its employee's
and the workers behaves with the customer's. Crystal travel must focus on treating its
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workforce in an appropriate manner so that they treats consumers similarly. This
helps in improving the relationship of business with the customer's(vandeVen,
Boardley and Chandler, 2022). This will allow the company in gaining a competitive
advantage in the market and increase the customer's base.
Conclusion
It can be concluded from the above report that people performance is very essential
for the smooth working of the organization. There are various tools which are used by the
businesses in order to enhance the performance. The variety of methods are feedback review,
management by objectives, reward & compensation and many other. All these techniques
help the companies in managing its operations in an effective and efficient manner. Crystal
travel need to focus on well-being of employee's in order to motivate towards the work. This
also helps in developing sustainability and increasing moral among the workforce. It also
rises the loyalty and satisfaction level of the workers. The company need to organize various
programs and training sessions to make employee's work best according to the potential. The
agency can achieve success and maintain its position in the market by addressing the issues
and finding solutions.
References
Barajas, J.S. and Peterson, D.S., 2018. First-trial protective step performance before and after
short-term perturbation practice in people with Parkinson’s disease. Journal of
neurology, 265(5), pp.1138-1144.
Haddon, J., 2018. The impact of employees’ well-being on performance in the
workplace. Strategic HR Review.
Kouatli, I., 2019. People-process-performance benchmarking technique in cloud computing
environment: An AHP approach. International Journal of Productivity and
Performance Management.
Olaisen, J. and Revang, O., 2018. Exploring the performance of tacit knowledge: How to
make ordinary people deliver extraordinary results in teams. International Journal of
Information Management, 43, pp.295-304.
Seddighi, H., 2020. The performance of the Iranian Red Crescent by launching COVID-19
testing centers: report from the field.
Templer, K.J., 2018. Dark personality, job performance ratings, and the role of political skill:
An indication of why toxic people may get ahead at work. Personality and Individual
Differences, 124, pp.209-214.
Underwood, M., 2019. The unintended consequences of emphasising blood-borne virus in
research on, and services for, people who inject image and performance enhancing
drugs: A commentary based on enhanced bodybuilder perspectives. International
Journal of Drug Policy, 67, pp.19-23.
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van de Ven, K., Boardley, I. and Chandler, M., 2022. Identifying best-practice amongst
health professionals who work with people using image and performance enhancing
drugs (IPEDs) through participatory action research. Qualitative Research in Sport,
Exercise and Health, 14(2), pp.199-215.
Appendix
A PESTLE analysis for Crystal Travel
It has been seen that the tourism industry is growing and showing no signs for
stopping. The people are spending more and more money for traveling in the world. PESTLE
analysis is a tool which helps the businesses in identifying the external factors which can
make an impact on the operation of the organization. It assists in addressing a wider picture
of the environment of the industry. The analysis on Crystal travel is discussed below:
 Political Factors – It is related to the political stability which is a very essential
factor. These factors involves government policies, foreign trade policy and trade
restrictions. Crystal travel operates in UK which has a very stable political economy.
The company need to take into consideration these factors for maintaining its position
in the market. The organization is receiving the benefit in form of taxes in its business
operations because of the political stability in the economy.
 Economic Factors – These are the factors which involve interest rates, exchange rate
and inflation. Crystal travel has to pay attention on these factors to be able to
smoothly run its business operations. These can make a vital role in impacting the
revenues of the organization. The company must stay updated about the changes in
these rates as it directly influence the customers.
 Social- These are related to the tastes and preferences of the consumers in the market
due to the change in any factor. Crystal travel must promote its travel objects in front
of society for attracting a large number of customer's. The company need to launch
new packages so that it can maintain its position in the market.
 Technological- It is related to the technology which is used by the businesses in their
operations. Crystal travel must use advanced technology which will help in saving a
lot of time and money for the organization. The company also can improve the
experience of customer's with the help of modern technologies and equipment's. This
way the business will be able to achieve its targets and objectives and sustain for a
long period of time in the market.
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 Legal- It is related to the laws and regulations which every business needs to follow.
This can make a huge impact on the operations of the organization. Crystal travel
should try to follow all the rules and regulations which are applicable on the company
for working smoothly. If these laws are not complied, then the business can face legal
issues in its operations which will make a negative impact on the reputation of the
organization.
 Environmental factors- These are related to the laws which are concerned with
environment. The awareness of these laws is increasing constantly which is putting
pressure on the businesses to comply. Crystal travel is aware of the all the laws and
regulations and it makes sure to adhere to these while performing operations of the
business. The company has focused on reducing its carbon footprints and emissions
for properly contributing to the environment.
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