Travelink Solutions Case

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HUMAN RESO

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Management

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Nov 24, 2024

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1 Travelink Solutions Case Study Student’s Name Course Institution Date

2 Introduction Based on the analysis, the study involves a comprehensive examination of Travelink solutions, aiming to assess the challenges encountered by the company and the managerial choices that impact its operations. Using the Organization Change Theory facilitated my understanding of the specific nature of the organizational change occurring inside the entity. Travelink Solutions is a multinational contact center enterprise promoting global travel arrangements, operating from three strategically located facilities in different counties (Tupper et al., 2012). The business demands that all employees understand their obligations as the principal point of contact for potential customers requesting assistance in incidents occurring during their travels or while residing in other countries. The study's primary objective is to increase contact center productivity, essential to a company's bottom line. Question 1 According to my assessment, the culture of Travelink could be more conducive to achieving the company's goals. Due to a higher volume of work, staff hours have been extended. Staff morale has taken a hit due to the increased workload, directly impacting the company's bottom line ( Ali & Anwar, 2021) . However, better management of travel solutions calls for creating rules and regulations that enhance the working environment. Workers' performance, crucial to improving customer happiness, could be enhanced when managers adequately prepare for high-volume jobs (Tupper et al., 2012). The company's leadership approaches, which have a detrimental impact on the success of the company's travel solutions, need to be evaluated. The work done in each division is a significant factor in ensuring that the company's offerings are consistent with what customers expect. Reputational damage and poor customer feedback may result when a company does nothing to encourage higher staff performance. For instance, the

3 company's present employment situation is exacerbated since management needed to prepare for the low season adequately and thus had to lay off workers. As demonstrated in Chapter 7, the organization has many underlying issues (Tupper et al., 2012). One of the underlying issues is the need for more emphasis on staff happiness within the organizational administration of Travelink Solutions, which undermines critical factors such as customer contentment, customer retention, and corporate revenues. The satisfaction of Travellink's customers relies heavily on the company's ability to fulfill its promises to them. Financial issues could undermine a company's image if it fails to offer a good working environment for its employees. Policies that increase workers' satisfaction at Travelink Solutions should be a top priority for the company's leadership ( Khaw et al., 2022) . There is room for improvement in Travelink's reaction to employee concerns that undermine employee performance and service quality. The company's leadership has to devise strategies to create a pleasant work environment where employees feel comfortable expressing their ideas and addressing problems ( Hussain et al., 2018) . Even with the best staff training programs, organizations still require outside assistance to carry out the projects that will make the most difference in meeting their goals. The other underlying challenge is that the company must live up to its commitments in its staff's fresh agreements. When workers are unsatisfied with the services they get at their company, they often decide to quit. Workers appreciate companies that look out for their best interests, which include providing them with benefits and a pleasant, collaborative workplace. Long hours, heavy workloads, and little perks are examples of how Travelink Solutions shows its workers they do not regard them ( Purwanto, 2020). The management's responsibility is to create a positive and inspiring workplace for the employees. Question 2

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4 There are many things that I can do when I am in the situation of Will, especially when working under a traveling solution. I would have expressed my willingness to participate in the project since it would enhance my prospects of attaining a promotion that would result in a higher salary. I possess the necessary patience to await the implementation of organizational changes to improve employee performance. Before attending the interviews, I will thoroughly research the firm to enhance my employment prospects. I will make a concerted effort to thoroughly examine the organizational policies to acquire enough information to facilitate my integration and productivity inside the institution. In due course, I want to allocate sufficient time to critically evaluate my experiences with various travel alternatives before submitting my formal resignation. I would be compelled to tender my resignation due to my tenure of sixteen months with the company, during which I have seen a need for discernible alterations in the management. The organization is likely to encounter financial instability due to inadequate service delivery, which has a detrimental impact on customer satisfaction. To prioritize the well- being of its workers and consumers, a service-oriented leadership approach. Successful companies prioritize cultivating a favorable work atmosphere, recognizing its substantial impact on attaining corporate objectives. The compensation review process was characterized by a significant delay in granting me a wage raise despite my notable contributions to the business. I was dissatisfied when collaborating with a corporation that needed to demonstrate appreciation for my efforts. Excessive work hours and substantial workloads contribute to heightened levels of frustration, which harm my mental and physical well-being. Since the firm needs to improve its ability to address employee issues, I consider exacerbating widespread workforce reductions. Although the management demonstrates proficiency in supervisory responsibilities, they consistently need help cultivating a positive work atmosphere. The senior management is

5 similarly experiencing frustration with the top-level management on travel matters. For example, traveling necessitates managers to devise strategies for addressing the challenges arising during periods of reduced economic activity, which may need clarification. Management at the highest levels must follow human resources guidelines to safeguard workers' physical and emotional well-being ( Ali & Anwar, 2021) . Similar to a last testament, I would find myself near a state of sadness due to expending significant effort to achieve the prescribed deadlines set by the company, all the while receiving little compensation. Question 3 In order to effectively address the issues relating to travel solutions, I will need Will and Robert to comprehend that the new management should prioritize improving employee performance within the organization. The leadership at Travel Connection must implement reforms to the company's culture in order to boost the company's bottom line. The incorporation of new methods of administration that foster good customer delivery is crucial to achieving successful transformations in the realm of travel (Tupper et al., 2012). Since Robert and Will possess the necessary knowledge and understanding of the critical factors that lead to a detrimental cultural environment within the management of Traveling Solutions, they need to address the existing organizational difficulties. The use of optimal power strategies within management facilitates the process of strategic decision-making, which impacts both those in positions of authority and those in subordinate roles. Managers need to cultivate a pleasant demeanor towards workers since this facilitates the formation of coalitions among employees and provides them with a platform to express their issues. Both guys should actively listen to employee concerns and provide justifications that cultivate a conducive and constructive work atmosphere. Travelink Solutions should prioritize its

6 understanding of the favorable outcomes linked to heightened employee satisfaction inside the organization. Similarly, traveling solutions often need to improve their capacity to accommodate modifications that impact the execution and oversight of projects. Resistance to change necessitates that the company prioritizes safeguarding everyone involved inside the firm rather than prioritizing their self-interests. Accordingly, there is an urgent need to recruit more personnel who can effectively address the problem of extended working hours and overwhelming workloads. It is essential to allocate managerial duties to seasoned personnel to facilitate the seamless execution of operational tasks ( Ali & Anwar, 2021) . Increasing the number of staff would effectively mitigate the waiting time experienced by consumers, who often need urgent emergency treatment. Efforts shall be made to minimize errors encountered during telephone interactions, and customer concerns will be accurately recorded to facilitate efficient service provision. I will share Will's documentation of the problem based on his approach to addressing the issue. As a catalyst for organizational transformation, I will establish and enforce rules to safeguard employees' well-being, remuneration, and satisfaction with travel-related arrangements. Every employee will have the right to designated breaks that contribute to providing high-quality services. However, every employee must be allowed to engage in the change process by providing their perspectives and commenting on matters about the firm. Therefore, management and workers need to implement novel techniques to enhance satisfaction among staff and clients. Question 4 Several years ago, I encountered a formidable circumstance in which I became a beneficiary of substantial organizational change, resulting in unfavorable outcomes. I was

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7 employed by a technology firm of moderate size, renowned for its consistent performance and well-established operational procedures. On a particular day, the CEO made a formal declaration regarding a significant restructuring endeavor to enhance innovation and adaptability inside the organization. The modifications included comprehensively restructuring our project management processes, transitioning towards cross-functional teams, and adopting a novel performance management system. I initially felt uncertain and concerned about the upcoming changes as someone who had worked for the company for a considerable time and had grown accustomed to the current practices. The novel project management approaches diverged significantly from my accustomed practices, necessitating expeditious acclimation to the revised modus operandi. This included participating in several training sessions, acquiring proficiency in new tools, and reassessing my task approach. Implementing the new performance management system brought a heightened performance evaluation procedure, resulting in heightened competitiveness among peers and job insecurity. The alteration above substantially influenced my equilibrium between work and personal life, as I saw an increase in the duration of my working hours to fulfill the elevated performance standards. Given that I was not the sole one grappling with the modifications, many of my coworkers also needed help acclimating to the new methodology and the augmented demands imposed by the performance management system. The organizational culture of the firm, formerly recognized for its collaborative and supportive environment, began to deteriorate as workers shifted their attention towards individual performance measures rather than emphasizing cooperation. The morale inside the firm saw a significant decline, resulting in a discernible rise in stress levels and burnout among personnel. Consequently, a subsequent outcome of these

8 modifications was decreased productivity and innovation, which were the precise objectives the CEO aimed to enhance via the implemented alterations. The firm also saw an elevated staff turnover rate, as some individuals chose to go rather than persist through the ongoing stress and unpredictability. The need for change for the company's evolution and competitiveness became apparent. However, the sudden and inadequately articulated implementation of these changes adversely affected both people and the business as a collective entity. The statement above underscores the need to use efficient change management tactics, ensure transparent communication, and offer insufficient support to staff support throughout periods of transformation. Conclusion The write-up encapsulates how Travelink's failure to implement an effective transition strategy may be attributed to inadequate preparation. However, the once esteemed business is now experiencing a significant decline due to its inability to implement initiatives to foster employee happiness. At the outset, the organization prioritized delivering high-quality services and safeguarding the welfare of its whole workforce. The firm was compelled to terminate employees because of the substantial pay expenditure, which arose from a lack of customers over many months. In order to guarantee that workers obtain their promotions and assessments, it is necessary to implement initiatives that employees themselves drive. Travel Ink must increase its workforce to raise service standards and staff morale.

9 References Ali, B. J., & Anwar, G. (2021). An empirical study of employees’ motivation and its influence job satisfaction. Ali, BJ, & Anwar, G.(2021). An Empirical Study of Employees’ Motivation and its Influence Job Satisfaction. International Journal of Engineering, Business and Management , 5 (2), 21-30. Hussain, S. T., Lei, S., Akram, T., Haider, M. J., Hussain, S. H., & Ali, M. (2018). Kurt Lewin's change model: A critical review of the role of leadership and employee involvement in organizational change. Journal of Innovation & Knowledge , 3 (3), 123-127. https://www.sciencedirect.com/science/article/pii/S2444569X16300087 . Khaw, K. W., Alnoor, A., Al-Abrrow, H., Tiberius, V., Ganesan, Y., & Atshan, N. A. (2022). Reactions towards organizational change: a systematic literature review. Current Psychology , 1-24. Purwanto, A. (2020). Effect of hard skills, soft skills, organizational learning and innovation capability on Islamic University lecturers’ performance. Systematic Reviews in Pharmacy . Tupper, C., Deszca, G., & Cynthia, I. (2012). O rganizational change: An action-oriented toolkit (2 nd ed.). Thousand Oaks, CA: Sage. s

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