HND人力与组织管理outcome1Word文档格式.docx

HND人力与组织管理outcome1Word文档格式.docx

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Operationalgoalscoveringareasliketechnologyormachinesused,staffinglevels.Craigmustmakesurethatallcustomerswouldbeattendedtowithinfiveminutesofbeingseated.

Secondarygoalssubordinatetotheabovethreegoalsandrelatingtoenvironmentalissue.Attheendofeachweek,Craigalwaysprovidedfreedrinksfortheteamtocelebrate,andtheteamalwaysenjoyedtheseget-togethers.

Servicegoalsiseveryemployeeshouldbeagoodprofessionalqualityandprofessionalpersonalintegrity,intoeverydaytodealwithcustomersdoeverything,intothecustomer’sperceptionandrecognition.Thehotelwanttocustomersfeelpleasantinthehotel.

Organizationalobjectivesaremorespecificthangoalsandidentifythespecificpathtobetakeninordertoachievegoals.IthastobeSMART（specific,Measurable,Attainable,Realistic,Time-bound）

Specific:

objectivemustbedetailedanddefinite.

Measurable:

objectiveshouldbeassessbyconcretestandards,includingAttainable:

objectivesetbyorganizationcouldbeachievableand accessible.

Realistic:

objectiveshouldbebuiltupin obedientwithrealcapabilitiesandactualcondition.Time-bound:

objectivearesetontimeandshouldbeadaptedtotheconditionchange.

Incase,undercontrolofAilsa’smanagement,Shangri-lahotelbecamethefirsthotelinGlasgowtoachievetheprestigious5-starAAaward.

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Organizationalpolicies:

theseprovideaframeworkofrulesorguidancewithinwhichmanagementandstaffcanmakedecisions.Intheshangri-laHotel,ThefistruleisthereputationoftheShangri-laHoteldependedonhighqualitycustomercare,anditwasimportantthatallstaffinthehotelweretrainedtothehigheststandards.ThesecondisCraigalsoinsistedthatonlySaskiaandheshouldhavetheauthoritytosignforthemeatandvegetabledeliveries.ThelastoneisthesalesvisitsthatAilsamademeantshewasoftenawayfromthehotel,soAntoniohadauthoritytochargeoftheHotelwhenshewasabsence.

Relationship:

Eachpolicywillcontributetotheachievementofobjectives,everyobjectivesaretopromotetherealizationofgoals.

2.Identifythemaindifferencebetweentheformalorganizationandinformalorganization.

Organizationisagroupofindividualsoperatingtogetherinasystematicwaytoachievesetofobjectives.

Formalorganizationsaresetuptoachievegoalsandspecificorganizational objectives.

Informalorganizationtheoristshavebeenawarethatwithintheformalstructureoftheorganizationtherewillalwaysbeaninformalgroup.

Formalorganizationhasplannedresponsibility,consistentfunctionsandstructureofauthorityandcommunication.Incase,thehotelisaformalorganization,becausethehotelhasprofessionalmanage.Andallstaffhavetheir responsibilityandtasks.

Informalorganizationhaslooselystructuredandfluctuatingwithitsindividualmembershipspontaneous.Incase,theHotelkitchenisaninformalorganization.Becausetheyareindependentindividual.theyhaven’tspecificsystemtocontrol theirthoughtandbehavior.Andthestructureofauthorityandcommunicationinthekitchenisnotrigorous.theyhaven’tspecificstructure.theyworktogetherandsurethework.

3.ExplainthecompositionoftheopenSystemTheoryandexplainhowitappliesintheShangri-laHotelcasestudy.

TheopenSystemTheoryisaconceptualframework,whichinvestigateorganizationanditsenvironmental relation.Opensystemhaveinternalandexternalenvironment.SWOTbelongstointernalenvironment,PESTbelongstoexternalenvironment.

SWOTanalysisisakindofenterpriseinternalanalysismethod.Itincludesstrengths,weakness,opportunityandthreat.

Strengthsareinternalfactoroforganization.Incase,Shangri-lahotelisa3-starMichelinhotel,itisfirst5-starAAinGlasgow.

Weaknessareinternalfactoroforganization.Incase,employeeshavecomplainaboutCraig.Opportunityisexternalfactoroforganization.Incase,Shangri-lacooperationwithGordon.

Gordonhasthefreshestmeat,vegetablesandfruit.

Threatisexternalfactoroforganization.Incase,recently,thethreemainlargecompaniesofShangri-lahotelintoclosure.

PESTanalysisreferstotheanalysisofthemacroenvironment.Itincludespolities,economic,societyandtechnology.

Politicalfactorincludespoliticalsystem,thepoliticalsituation,thegovernment’sattitude.Incase,

EconomicfactorincludesGDP,marketmechanism,marketdemand,etc.Incase,Alicaobtained

thefundingfromScottishEnterprise.

Socialfactoristhatgeneralconditionsofwholesocialdevelopmentinacertainperiod,mainlyincludessocialmorality,andculturaltraditions,thepopulationchangetrend.Incase,CraigandAilsabothbelievedinsupportinglocalbusiness,andalwaysusedlocalbanks,financialadvisorsandlawyerstosupporttheirbusiness.

TechnologicalFactorsReferstothetotallevelandchangetrendofsocialtechnology,technicalchange,technologicalbreakthroughstotheenterprise,andthetechnologyoftheinteractionbetweenthepolitical,economicandsocialenvironment.Incase,hotelneedmoreadvancedproducttoattractcustomers.

4.Identifydifferentstakeholdersinthecasestudyandexplaintheirinfluenceandinterest.

StakeholderTheoryisaaroundtheenterpriseandthesocialvalueasthecenterofbusinessethicsandorganizationalmanagementtheory.Stakeholderincludesnineroles.thisrolehastwoparts,externalstakeholdersandinternalstakeholders.Externalstakeholdersinclude

customers,supplies,society,Government,creditorsandshareholders.InternalstakeholdersincludeDirectors andmanagers,employees,owners.

Externalstakeholders

Shareholdersisinstitutionsandindividualswhoownastakeinacompany.

CraigandAilsa.theyhavediscretiontodeterminetheprofitabilityofthecompany.shareholderwillbeinterestedinreturnontheirinvestmentandpossiblythelong-termgrowthanddevelopmentofthehotel.Theinfluenceofshareholderhaverightofdecidestrategy.righttovote,righttoelectionofdirectors.

Customerwhobuytheproductsorservices.PeoplewholiveintheShangri-lahotelandchooseShangri-lahotelinthefuture.theyspendmoneyinhoteland bringbenefit forHotel.Theinterestofcustomerwanttohavemorequalityservice.Theinfluenceofcustomerisiftheydonot acceptthisHotel,theycanchosetheotherhotels.Socustomerhavegreatinfluenceinthehotel

Supplieswhoproviderawmaterialsandservices.TheGordon’sfarmandScottishEnterprise.

FarmsupplyproductsforShangri-laHotel,ScottishEnterpriseofferfundtoShangri-lahotel.ThesuppliesinterestisShangri-laHotelprovidesasourceofrevenueforthesupplier.Theinfluenceofsuppliesistheywanttoensurethatthehotelwillbeimportanttopayforthegoods.

Internalstakeholders

Directorsandmanagers:

thosewholeadorganizations.CraigandAilsa.theyhaveauthoritytomakedecisionsdirectly.Theinterestof directorsandmanagersmakehotelbecomemoreandmoresuccessfulunderthecontrolofthem.Theinfluenceofdirectorsandmanagersistheymakedecision,thesedecisionwilldecidethedevelopmentofthehotel.

Employeewhoworkforanorganization.ForexampleSaskia,AntonioandstaffwhoworkintheShangri-lahotel.Thekitchenstaff werewellpaid,but the atmosphere couldbeverytense.Theinterestofemployeeachievesalary.Theinfluenceofemployeehavedevelopmentofworkingconditionsandqualityofserviceandtheycanprovideserviceforcustomerstomakebenefits forhotel.

5.RecommendaneffectivecontrolstrategythatappliestotheShangri-laHotelcasestudyandjustifyitssuitability.

Strategycontrolmainlyreferstotheimplementationofenterprisebusinessstrategy.checktheenterprisestrategy.evaluationofenterpriseperformance,andtheestablished strategicobjectivesandperformancestandards,tofindastrategicgap,toanalyzethecausesof

deviation,tocorrectthedeviation,sothattheimplementationofenterprisestrategybetterwiththecurrentinternalandexternalenvironment,enterprisegoals,sothattheenterprisestrategyisachieved.Effectiveincludepersonalcentralizedcontrol,,bureauctriccontrol,outputcontrol,culturalcontrol.

personalcentralizedcontrol:

Ittakescentralizeddecision.It emphasisdirectsupervisionandpersonalleadershipfoundeduponownership,charisma,ortechnicalexpertise.Ituserrewardandpunishmenttoreinforceconformitytopersonalauthority.

Bureaucracycontrol:

Bureaucracyisanorganizationstructurewithmanylevelsofauthorityandarigidhierarchy,regulatedbyanorganizationstructurewithmanylevelsofauthorityandarigidhierarchy,regulatedbysetrulesandproceduresheldtogetherbyacentraladministration.Problemsofbureaucracycontrolgavedetailedrulesandprocedures,powerfromtoptothebottom,emphasizetheworkschedule,pay attentiontotheextrarewardsanddonnotbelieveinteamwork.

Outputcontrol:

Financialmeasureofperformance.