HND人力与组织管理outcome.doc

1. Analyze the relationship between organizational goals, objectives and policies and explain their contribution to effective management in the Shangri-la Hotel case study.
Organizational goal is the expected results of subjective vision, is formed in the mind of a subjective ideology.
the goals include five parts follows
Customer goals focusing on customers’ needs, benefits, services ,etc. For example people who live in the Shangri-la Hotel are need comfortable room, delicious food and excellent service.
Product goals related to the range of products including quality, quantity and services on offer.For example Craig is convinced that using the freshest meat,vegetables and fruit from Gordon’s farm is essential.
Operational goals covering areas like technology or machines used,staffing levels.Craig must make sure that all customers would be attended to within five minutes of being seated.
Secondary goals subordinate to the above three goals and relating to environmental issue. At the end of each week, Craig always provided free drinks for the team to celebrate, and the team always enjoyed these get-togethers.
Service goals is every employee should be a good professional quality and professional personal integrity, into every day to deal with customers do every thing, into the customer’s perception and recognition.The hotel want to customers feel pleasant in the hotel.

Organizational objectives are more specific than goals and identify the specific path to be taken in order to achieve goals.It has to be SMART (specific, Measurable, Attainable, Realistic, Time-bound)
Specific: objective must be detailed and definite.
Measurable: objective should be assess by concrete standards, including
Attainable: objective set by organization could be achievable and accessible.
Realistic:objective should be built up in obedient with real capabilities and actual condition.

Time-bound:objective are set on time and should be adapted to the condition change.
In case, under control of Ailsa’s management , Shangri-la hotel became the first hotel in Glasgow to achieve the prestigious 5-star AA award.

Organizational policies: these provide a framework of rules or guidance within which management and staff can make decisions.In the shangri-la Hotel, The fist rule is the reputation of the Shangri-la Hotel depended on high quality customer care, and it was important that all staff in the hotel were trained to the highest standards. The second is Craig also insisted that only Saskia and he should have the authority to sign for the meat and vegetable deliveries. The last one is the sales visits that Ailsa made meant she was often away from the hotel, so Antonio had authority to charge of the Hotel when she was absence.

Relationship: Each policy will contribute to the achievement of objectives,every objectives are to promote the realization of goals.

2.Identify the main difference between the formal organization and informal organization.
Organization is a group of individuals operating together in a systematic way to achieve set of objectives.
Formal organizations are set up to achieve goals and specific organizational objectives .
Informal organization theorists have been aware that within the formal structure of the organization there will always be an informal group.
Formal organization has planned responsibility, consistent functions and structure of authority and communication. In case,the hotel is a formal organization,because the hotel has professional manage. And all staff have their responsibility and tasks.
Informal organization has loosely structured and fluctuating with its individual membership spontaneous.In case, the Hotel kitchen is an informal organization .Because they are independent individual. they haven

’t specific system to control their thought and behavior. And the structure of authority and communication in the kitchen is not rigorous. they haven’t specific structure. they work together and sure the work.

3.Explain the composition of the open System Theory and explain how it applies in the Shangri-la Hotel case study.
The open System Theory is a conceptual framework, which investigate organization and its environmental relation. Open system have internal and external environment.SWOT belongs to internal environment,PEST belongs to external environment.

SWOT analysis is a kind of enterprise internal analysis method. It includes strengths, weakness,opportunity and threat.
Strengths are internal factor of organization.In case, Shangri-la hotel is a 3-star Michelin hotel, it is first 5-starAA in Glasgow.
Weakness are internal factor of organization.In case, employees have complain about Craig.
Opportunity is external factor of organization.In case, Shangri-la cooperation with Gordon. Gordon has the freshest meat,vegetables and fruit.
Threat is external factor of organization.In case,recently,the three main large companies of Shangri-la hotel into closure.

PEST analysis refers to the analysis of the macro environment.It includes polities,
economic,society and technology.
Political factor includes political system ,the political situation, the government’s attitude.In case,
Economic factor includes GDP,market mechanism,market demand,etc. In case,Alica obtained the funding from Scottish Enterprise.

Social factor is that general conditions of whole social development in a certain period,mainly includes social morality ,and cultural traditions, the population change trend. In case, Craig and Ailsa both believed in supporting local business, and always used local banks, financial advisors and lawyers to support their business.
Technological FactorsRefers to the total level and change trend of social technology, technical change, technological breakthroughs to the enterprise, and the technology of the interaction between the political, economic and social environment. In case,hotel need more advanced product to attract customers

4.Identify different stakeholders in the case study and explain their influence and interest.
Stakeholder Theory is a around the enterprise and the social value as the center of business ethics and organizational management theory.Stakeholder includes nine roles . this role has two parts,external stakeholders and internal stakeholders.External stakeholders include customers, supplies,society,Government ,creditors and shareholders. Internal stakeholders include Directors and managers,employees, owners.
External stakeholders
Shareholders is institutions and individuals who own a stake in a company.
Craig and Ailsa. they have discretion to determine the profitability of the company. shareholder will be interested in return on their investment and possibly the long-term growth and development of the hotel.The influence of shareholder have right of decide strategy. right to vote, right to election of directors.
Customer who buy the products or services. People who live in the Shangri-la hotel and choose Shangri-la hotel in the future.they spend money in hotel and bring benefit for Hotel.

The interest of customer want to have more quality service. The influence of customer is if they do not accept this Hotel, they can chose the other hotels. So customer have great influence in the hotel
Supplies who provide raw materials and services.The Gordon’s farm and Scottish Enterprise. Farm supply products for Shangri-la Hotel, Scottish Enterprise offer fund to Shangri-la hotel.The supplies interest is Shangri-la Hotel provides a source of revenue for the supplier. The influence of supplies is they want to ensure that the hotel will be important to pay for the goods.
Internal stakeholders
Directors and managers: those who lead organizations. Craig and Ailsa. they have authority to make decisions directly. The interest of directors and managers make hotel become more and more successful under the control of them. The influence of directors and managers is they make decision, these decision will decide the development of the hotel.
Employee who work for an organization. For example Saskia, Antonio and staff who work in the Shangri-la hotel. The kitchen staff were well paid,but the atmosphere could be very tense.The interest of employee achieve salary. The influence of employee have development of working conditions and quality of service and they can provide service for customers to make benefits for hotel.

5.Recommend an effective control strategy that applies to the Shangri-la Hotel case study and justify its suitability.
Strategy control mainly refers to the implementation of enterprise business strategy.check the enterprise strategy. evaluation of enterprise performance, and the established strategic objectives and performance standards,to find a strategic gap, to analyze the causes of deviation, to correct the deviation, so that the implementation of enterprise strategy better with the current internal and external environment,enterprise goals , so that the enterprise strategy is achieved.Effective include personal centralized control,, bureauctric control,output control, cultural control.

personal centralized control: It takes centralized decision. It emphasis direct supervision and personal leadership founded upon ownership, charisma, or technical expertise. It user reward and punishment to reinforce conformity to personal authority .
Bureaucracy control: Bureaucracy is an organization structure with many levels of authority and a rigid hierarchy, regulated by an organization structure with many levels of authority and a rigid hierarchy, regulated by set rules and procedures held together by a central administration. Problems of bureaucracy control gave detailed rules and procedures, power from top to the bottom,emphasize the work schedule , pay attention to the extra rewards and don not believe in team work.
Output control: Financial measure of performance. problem with output control is managers must create output standards that motivation at all levels. They must be careful not to create short-term goals that motivate managers to ignores the future, And if standard are set too high, works may engage unethical behaviors to attain them.
Culture control: The set of internalized value, norms,standards of behavior, and common expectations that control the ways in which individuals and groups in an organization interact with each other and work to achieve organization goals.
he Craig’s behavior displayed the personal centralized control,because when the waiting stuff offered suggestions on how to deal with customers’ problems,Craig always rejected them and proclaim’ this is my kitchen,we run it my way.’which reflect Craig as the manager in this hotel,take centralized decisions and ignore other employees opinions.

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