1、.Individual ReportF84T 34 Managing People and OrganisationsOutcome 1NAME: uSCN:CLASS：Contents TOC o 1-3 h z u HYPERLINK l _Toc436935718 Introduction PAGEREF _Toc436935718 h 2 HYPERLINK l _Toc436935719 Section 1: Relationship between goals, objectives and policies PAGEREF _Toc436935719 h 2 HYPERLINK

2、l _Toc436935720 Section 2: Differences between the formal and informal organization PAGEREF _Toc436935720 h 3 HYPERLINK l _Toc436935721 Section 3: Open System Theory PAGEREF _Toc436935721 h 3 HYPERLINK l _Toc436935722 Section 4: Different stakeholders PAGEREF _Toc436935722 h 4 HYPERLINK l _Toc436935

3、723 Section 5: Effective control strategy PAGEREF _Toc436935723 h 4 HYPERLINK l _Toc436935724 Conclusion PAGEREF _Toc436935724 h 5 HYPERLINK l _Toc436935725 Reference PAGEREF _Toc436935725 h 5IntroductionThe purpose of the report is whatto understand more fully the organization management.I learnedc

4、ompanys departments work together in order to achieve the companys goals. This report has five sections which arerelationship between goals,objectives and policies, differences between the formal and informal organization, open System Theory, different stakeholders andeffective control strategy.Sect

5、ion 1:Relationship between goals, objectives and policiesThe relationship between goals, objectives and policy facilitates to the effective management. Goals and objectives provide the desired results, and the policy is guiding people how to do.Feasible policies can help the realization of the aims

6、and objectives of better.Goals:Goals are long-term. Consumer goalsare to provide to the customer the demand of consumers.Shangri-La Hotels maintain a high quality of customer service. This is the Shangri-la Hotels consumer goals.Product goalsare to provide customers with high quality product.Craig i

7、nsisted on selecting the freshest fruits and vegetables this is the Shangri-la Hotelproduct goals. Service goalsare to provide customers with high standards of service. The Shangri-la Hotel promises when customers need the waiter, waiter arrive within five minutes to the customer side.This is the Sh

8、angri-la Hotels service goals.Objectives:Objectives are short-term. Objectivesare more specific than the goals;it can determine the specific direction.Objectives can help an organization determine a number of factors such as the time factor and the causal factors.The Shangri-la Hotel promises when c

9、ustomers need the waiter, waiter arrive within five minutes to the customer side.The Shangri-la Hotelmaintaineda 3-star Michelin chef. Theseare the Shangri-la Hotels objectives. SMART make objectives more effective more efficient concrete. Kitchen staff training date is by May 1999. Waiting staff to

10、 attend table within 3 minutes. Policies:Policies provide a fixed set of rules or guidelines.Craig stock onlyin the Gordon Meldrum Company. Ailsa increase their salary. All staff received training in the hotel of the highest standards. Theseare Shangri-Las purchase policies.Section 2: Differences be

11、tween the formal and informal organizationEach Business organization has a formal and an informal aspect of organization.Formal organizationFormal organization has a clear organizational structure and clear management delegation and has a certain degree of control. Formal organizations are designed

12、to be clear regulations and determining role.Shangri-La Hotel is a formal organization.Informal organizationsInformal organizations are flexible and loose structure, are spontaneous and have different levels of participants and the relationship is not defined. Informal organization can provide inter

13、est and pleasure in working life.Craig personal centralized control kitchen has many complaining voice. These small groups are composed of an informal organization.Section 3: Open System Theory什么事開(kāi)放式系統(tǒng)Reduction in salary will lower the staff attitude resulting in a decline in service quality.Improve

14、 the quality of staff, can improve the quality of service of the staff.PEST is used to analyze the external and macro-environment.SWOT is used to analyze the internal and external environment. Five forces are used to analyze the internal and micro-environment.For SWOT analysis of cases.StrengthsThe

15、Shangri-la Hotel is a much coveted 3-star Michelin award. Highest rated three-star Michelin in a year, if there is no qualified local behavior of falling stars or the stars, has maintained three Michelin stars is Shangri-Las strength. Antonio is the reception manager has been with the firm for many

16、years.Antonio has a wealth of management experience and problem-solving methods encounter difficulties at the hotel she can solve problems in time.All staffs are going to the local college.Train staff to a local University, you can improve the overall quality of staff, so as to improve the hotels se

17、rvice quality.Weaknesses Because of Craigs personal centralized control and employees work depressing.Craigs personal authoritarianism is the working atmosphere is depressed, many employee complaints, it leads to lower quality service attitude and service of the staff.Personal centralized control ma

18、ke employees could not finished working regular overtime. Craig relies too much on Gordon Meldrums raw material. If the contract is terminated or the enhanced bargaining power of suppliers and will cause the hotel suppliers to break, affecting the normal operation of Shangri-La Hotel.OpportunitiesCr

19、aig on TV show to join chefs competition can enhance the hotels reputation.Craig on behalf of Shangri-La Hotel, appeared on television and got good grades, let more people know the hotels details. The economic crisis two multi-national companies are about to set up headquarters in Glasgow. Two compa

20、nies based in Glasgow, it has a lot of potential customers, for Shangri-La Hotel is a new opportunity for the development.Threats Economic crisis collapse of three companies and these companies is large customerof Shangri-la Hotel. Recession economic downturn reduced consumers willingness to spend,

21、will lower the Shangri-Las customers.Section 4: Different stakeholdersInternal stakeholders are owner, manager and employee.Owner:Owners have the ability to profit-making companies, and ability to develop strategic and tactical direction. The Stewart families are owners.RespectivelySandy Stewart and

22、 his wife, their son and their daughter Craig Ailsa.Manager:Managers have responsibility for their implementation; the capacity can be the companys dividend and profit. Also can to use problem-solving skills and wealth of experience. They can get the stability of wages. In the Shangri-la Hotel Ailsa

23、 and Craig are managers.Employee:Employee training opportunities, and opportunities for promotion in the company. Staff will affect the quality of enterprises and service. In the Shangri-la Hotel the reception manager, accountant, a team of receptionists and maintenance staff are employees.External

24、stakeholders are government, supplier, financer, community and customer.Government ：Government to comply with the legislation to ensure the health and safety of the masses can gain tax. Government is local governmentsSupplier: Supplier is to provide a source of income the company. They want to ensur

25、e their payment; therefore, the liquidity of the company is very important. While good relationships are also important.In the Shangri-la Hotel Gordon Meldrum is the supplier.Financer：Financersare responsible for the companys liquidity. Also can determine and influence the terms of repayment and loa

26、n period.Community: Provides employment opportunities for local communities and supports local events, participation in local decision-making.United Kingdom the soil Association is the community.Customer: Customers with stability and reliability. Customers want the company to provide high quality pr

27、oducts and services.In the Shangri-la Hotel business clients and international visitors are customers.Section 5: Effective control strategyPersonal centralized controlOne personal is management. In the Shangri-la Hotel Craig is the management he in the kitchen.Craig often communicates with the kitch

28、en staff, to ensure that other employees can understand his approach. And Craig to dinner is a strict requirement.Bureaucratic controlArbitrary rows from the masses have rigid organizational structures and fixed rules and regulations. In the Shangri-la Hotel Craig personally prepared the menu for the restaurant. Output controlShangri-la Hotel staff unit assessment.Ailsa took the initiative to big companies pull customers, to manage the matter t