HND人力与组织管理outcome1Word下载.docx

1、the goals include five parts followsCustomer 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

2、services on offer.For example Craig is convinced that using the freshest meat,vegetables and fruit from Gordons 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 bein

3、g 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 quali

4、ty and professional personal integrity, into every day to deal with customers do every thing, into the customers 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 orde

5、r 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 andaccessible.Realist

6、ic:objective should be built up inobedient 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 Ailsas management , Shangri-la hotel became the first hotel in Glasgow to achieve the prestigious 5-sta

7、r AA award.7Organizational 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

8、 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 charg

9、e 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 ope

10、rating together in a systematic way to achieve set of objectives.Formal organizations are set up to achieve goals and specific organizationalobjectives .Informal organization theorists have been aware that within the formal structure of the organization there will always be an informal group.Formal

11、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 theirresponsibility and tasks.Informal organization has loosely structured and fluctuat

12、ing with its individual membership spontaneous.In case, the Hotel kitchen is an informal organization .Because they are independent individual. they havent specific system to controltheir thought and behavior. And the structure of authority and communication in the kitchen is not rigorous. they have

13、nt 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 environmentalrelation. Open system h

14、ave 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 hot

15、el 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