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1、 . 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 in
2、clude 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 services on
3、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 being seated.Sec
4、ondary 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 profe
5、ssional 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 order to achieve
6、 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 and accessible.Realistic:objectiv
7、e 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 Ailsas management , Shangri-la hotel became the first hotel in Glasgow to achieve the prestigious 5-star AA award.
8、Organizational 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 hotel were
9、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 Hot
10、el 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 operating toget
11、her 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 organizatio
12、n 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 i
13、ts individual membership spontaneous.In case, the Hotel kitchen is an informal organization .Because they are independent individual. they havent specific system to control their thought and behavior. And the structure of authority and communication in the kitchen is not rigorous. they havent specif
14、ic 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 environmental relation. Open system have inter
15、nal 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 hotel is a 3
16、-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 companies of Shangri-la hot
