HND人力与组织管理outcome1Word下载.docx
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thegoalsincludefivepartsfollows
Customergoalsfocusingoncustomers’needs,benefits,services,etc.ForexamplepeoplewholiveintheShangri-laHotelareneedcomfortableroom,deliciousfoodandexcellentservice.
Productgoalsrelatedtotherangeofproductsincludingquality,quantityandservicesonoffer.ForexampleCraigisconvincedthatusingthefreshestmeat,vegetablesandfruitfromGordon’sfarmisessential.
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,thethreemainlarge