2021年1月23日发(作者：浮油)
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
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 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
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

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 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.

fy 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
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.

n 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 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 case, Shangri-la hotel is a 3-star Michelin hotel, it is
first 5-starAA in Glasgow.
Weakness are internal factor of case, employees have complain about Craig.
Opportunity is external factor of case, Shangri-la cooperation with Gordon. Gordon
has the freshest meat,vegetables and fruit.
Threat is external factor of case,recently,the three main large companies of Shangri-
la hotel into closure.

PEST analysis refers to the analysis of the macro includes polities,
economic,society and technology.
Political factor includes political system ,the political situation, the government
’
s 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.





fy 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 older includes nine roles . this role has two
parts,external stakeholders and internal al stakeholders in
clude 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.