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1、1.Analyzetherelationshipbetweenorganizationalgoals,objectivesandpoliciesandexplaintheircontributiontoeffectivemanagementintheShangri-laHotelcasestudy.Organizationalgoalistheexpectedresultsofsubjectivevision,isformedinthemindofasubjectiveideology.thegoalsincludefivepartsfollows
2、Customergoalsfocusingoncustomers’needs,benefits,services,etc.ForexamplepeoplewholiveintheShangri-laHotelareneedcomfortableroom,deliciousfoodandexcellentservice.Productgoalsrelatedtotherangeofproductsincludingquality,quantityandservicesonoffer.ForexampleCraigisconvincedthatusin
3、gthefreshestmeat,vegetablesandfruitfromGordon’sfarmisessential.Operationalgoalscoveringareasliketechnologyormachinesused,staffinglevels.Craigmustmakesurethatallcustomerswouldbeattendedtowithinfiveminutesofbeingseated.Secondarygoalssubordinatetotheabovethreegoalsandrelatingtoen
4、vironmentalissue.Attheendofeachweek,Craigalwaysprovidedfreedrinksfortheteamtocelebrate,andtheteamalwaysenjoyedtheseget-togethers.Servicegoalsiseveryemployeeshouldbeagoodprofessionalqualityandprofessionalpersonalintegrity,intoeverydaytodealwithcustomersdoeverything,intothecusto
5、mer’sperceptionandrecognition.Thehotelwanttocustomersfeelpleasantinthehotel.Organizationalobjectivesaremorespecificthangoalsandidentifythespecificpathtobetakeninordertoachievegoals.IthastobeSMART(specific,Measurable,Attainable,Realistic,Time-bound)Specific:objectivemustbedetai
6、ledanddefinite.Measurable:objectiveshouldbeassessbyconcretestandards,includingAttainable:objectivesetbyorganizationcouldbeachievableandaccessible.Realistic:objectiveshouldbebuiltupinobedientwithrealcapabilitiesandactualcondition.Time-bound:objectivearesetontimeandshouldbeadapt
7、edtotheconditionchange.Incase,undercontrolofAilsa’smanagement,Shangri-lahotelbecamethefirsthotelinGlasgowtoachievetheprestigious5-starAAaward.Organizationalpolicies:theseprovideaframeworkofrulesorguidancewithinwhichmanagementandstaffcanmakedecisions.Intheshangri-laHotel,Thefis
8、truleisthereputationoftheShangri-laHoteldependedonhighquality
