Case study Faredeal Travel Agency: Reorganize the structure, layout and working practices of a travel company.

Background

Faredeal Travel Agency was founded by its owners, Claudia and Manual Ortega. It is now one of the largest travel agencies in the city, the financial center of London. In a few months’ time it plans to open branch offices in Birmingham and Edinburgh.

Almost 60% of profits come from its corporate business accounts. Its goals and philosophy are set out in its mission statement:

Our objective is to provide an outstanding travel service to the City of London.

Our strategy is to rapidly expand our corporate business and to steadily develop our Travel Shop.

Our main asset is our employees. We aim to provide them with secure, interesting and well-paid work, in a pleasant working environment.

Athough the firm is doing well, the Ortegas know that it could be more profitable if it was better organized. A consultant has done a study of the agency and recommends reorganization in three areas:

1. management structure

2. office layout

3. working conditions

Management structure

Director 1 Director 2

Claudia Ortega Manuel Ortega

^ ^

General Manager Marketing manager

^ ^ ^ ^ ^

Manager Manager Office Supervisor Sales manager

Travel Shop Accounts Manager Data processing ^

^ ^ ^ ^ Sales staff

Sales staff Accounts Administration Data processing

staff staff staff

Confidential

1. General Manager has too much responsibility and feels very stressed. He complains also of having no contact with Manual Ortega (Director 2)

2. Sales Manager wants better communication with Manual Ortega. Manual is often away on business trips, so Sales Manager is not able to get his approval for important decisions like accounts for important customers.

3. Marketing Manager reports to Manual Ortega. However, most of her work is with Claudia Ortega, whose speciality is marketing.

4. The Accounts Department want more cooperation with Data Processing Department. On the other hand, Office Manager says that Supervisor Data Processing is always interfering in ( вмешивается) their office.

Office Layout

The office space is not used efficiently and needs a complete reorganization. (For example, Accounts and General Office staff have to walk too far to the photocopying room, etc).

Also the following facilities are not available to staff at the moment:

a. A canteen in the building. (There are no restaurants nearby.)

b. A room for smokers. (People smoke outside the main door.)

c. Creche facilities ( day-care center for children) for staff with young children.

d. Facilities for disabled staff. (There are two disabled staff.)