1、0Individual ReportF84T 34 Managing People and OrganisationsOutcome 1NAME: uSCN:CLASS：1ContentsIntroduction 2Section 1: Relationship between goals, objectives and policies 2Section 2: Differences between the formal and informal organization3Section 3: Open System Theory.3Section 4: Different stakehol
2、ders .4Section 5: Effective control strategy 4Conclusion5Reference52IntroductionThe purpose of the report is what to understand more fully the organization management. I learned companys departments work together in order to achieve the companys goals. This report has five sections which are relatio
3、nship between goals, objectives and policies， differences between the formal and informal organization， open System Theory, different stakeholders and effective control strategy.Section 1: Relationship between goals, objectives and policiesThe relationship between goals, objectives and policy facili
4、tates 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 and objectives of better.Goals:Goals are long-term. Consumer goals are to provide to the customer the demand of cons
5、umers. Shangri-La Hotels maintain a high quality of customer service. This is the Shangri-la Hotels consumer goals. Product goals are to provide customers with high quality product. Craig insisted on selecting the freshest fruits and vegetables this is the Shangri-la Hotel product goals. Service goa
6、ls are 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 Shangri-la Hotels service goals.Objectives:Objectives are short-term. Objectives are more specific than the go
7、als; 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 customers need the waiter, waiter arrive within five minutes to the customer side. The Shangri-la Hotel m
8、aintained a 3-star Michelin chef. These are the Shangri-la Hotels objectives. SMART make objectives more effective more efficient concrete. Kitchen staff training date is by May 1999. Waiting staff to attend table within 3 minutes. 3Policies:Policies provide a fixed set of rules or guidelines. Craig
9、 stock only in the Gordon Meldrum Company. Ailsa increase their salary. All staff received training in the hotel of the highest standards. These are Shangri-Las purchase policies.Section 2: Differences between the formal and informal organizationEach Business organization has a formal and an informa
10、l 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 to be clear regulations and determining role. Shangri-La Hotel is a formal organization.Informal
11、 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 interest and pleasure in working life. Craig personal centralized control kitchen has many complaini
12、ng voice. These small groups are composed of an informal organization.Section 3: Open System Theory什么事开放式系统Reduction in salary will lower the staff attitude resulting in a decline in service quality. Improve the quality of staff, can improve the quality of service of the staff.PEST is used to analyz
13、e 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.Strengths The Shangri-la Hotel is a much coveted 3-star Michelin award. Highest rated three-star Michelin
14、 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 years. Antonio has a wealth of management experience and problem-solving methods encounter
15、4difficulties 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 service quality.Weaknesses Because of Craigs personal centralized control and employees w
16、ork 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 make employees could not finished working regular overtime. Craig relies too much on Go
17、rdon 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.Opportunities Craig on TV show to join chefs competition can enhance the hotels reputation. Craig on
18、 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 companies based in Glasgow, it has a lot of potential customers, for Shangri-La Hotel is
19、 a new opportunity for the development.Threats Economic crisis collapse of three companies and these companies is large customer of Shangri-la Hotel. Recession economic downturn reduced consumers willingness to spend, will lower the Shangri-Las customers.Section 4: Different stakeholdersInternal sta
20、keholders 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. Respectively Sandy Stewart and his wife, their son and their daughter Craig Ailsa.Manager: Managers have resp
21、onsibility 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 and Craig are managers.Employee: Employee training opportunities, and opportu
22、nities 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 stakeholders are government, supplier, financer, community and customer.5Gove
23、rnment ：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 ensure their payment; therefore, the liquidity of the company is very important.
24、While good relationships are also important. In the Shangri-la Hotel Gordon Meldrum is the supplier.Financer：Financers are responsible for the companys liquidity. Also can determine and influence the terms of repayment and loan period.Community: Provides employment opportunities for local communitie
25、s 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 products and services. In the Shangri-la Hotel business clients and interna
26、tional visitors are customers.Section 5: Effective control strategyPersonal centralized control One personal is management. In the Shangri-la Hotel Craig is the management he in the kitchen. Craig often communicates with the kitchen staff, to ensure that other employees can understand his approach.
27、And Craig to dinner is a strict requirement.Bureaucratic control Arbitrary 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 control Shangri-la Hotel staff unit assessment.
28、Ailsa took the initiative to big companies pull customers, to manage the matter to members of the company.Cultural control In the spiritual leadership of the staff, feel their own enterprise culture. In the Shangri-la Hotel they every weekend have free drink for the team to celebrate.I recommend the
29、 Shangri-la Hotel with cultural controls. Cultural control can make workers more aware of their corporate culture, so employees can better serve the Shangri-la Hotel.6ConclusionI learned not only of the use of personal authoritarianism and atmosphere can lead to depression, affect the quality of ser
30、vice. Reasonable control of culture so that employees understand the cultural background of the enterprise, can better serve the company. Companys departments should work together in order to achieve the companys goals.ReferenceLaurie J. Mullins, Management and Organisational Behavior, Seventh Edition, Financial Times Prentice Hall (2005)Steven L. McShane, Mary Ann Von Glinow, Organizational Behavior, Fourth Edition, McGraw-Hill lrwin
