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1970-01-01 08:00
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2021年1月23日发(作者:回音)

HND
人力与组织管理
outcome1

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.



2

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.



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