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11.Analyzetherelationshipbetweenorganizationalgoals,objectivesandpoliciesandexplaintheircontributiontoeffectivemanagementintheShangri-laHotelcasestudy.Organizationalgoalistheexpectedresultsofsubjectivevision,isformedinthemindofasubjectiveideology.thegoalsincludefivepartsfollowsCustomergoalsfocusingoncustomers’needs,benefits,services,etc.ForexamplepeoplewholiveintheShangri-laHotelareneedcomfortableroom,deliciousfoodandexcellentservice.Productgoalsrelatedtotherangeofproductsincludingquality,quantityandservicesonoffer.ForexampleCraigisconvincedthatusingthefreshestmeat,vegetablesandfruitfromGordon’sfarmisessential.Operationalgoalscoveringareasliketechnologyormachinesused,staffinglevels.Craigmustmakesurethatallcustomerswouldbeattendedtowithinfiveminutesofbeingseated.Secondarygoalssubordinatetotheabovethreegoalsandrelatingtoenvironmentalissue.Attheendofeachweek,Craigalwaysprovidedfreedrinksfortheteamtocelebrate,andtheteamalwaysenjoyedtheseget-togethers.Servicegoalsiseveryemployeeshouldbeagoodprofessionalqualityandprofessionalpersonalintegrity,intoeverydaytodealwithcustomersdoeverything,intothecustomer’sperceptionandrecognition.Thehotelwanttocustomersfeelpleasantinthehotel.Organizationalobjectivesaremorespecificthangoalsandidentifythespecificpathtobetakeninordertoachievegoals.IthastobeSMART(specific,Measurable,Attainable,Realistic,Time-bound)Specific:objectivemustbedetailedanddefinite.Measurable:objectiveshouldbeassessbyconcretestandards,includingAttainable:objectivesetbyorganizationcouldbeachievableandaccessible.Realistic:objectiveshouldbebuiltupinobedientwithrealcapabilitiesandactualcondition.Time-bound:objectivearesetontimeandshouldbeadaptedtotheconditionchange.Incase,undercontrolofAilsa’smanagement,Shangri-lahotelbecamethefirsthotelinGlasgowtoachievetheprestigious5-starAAaward.Organizationalpolicies:theseprovideaframeworkofrulesorguidancewithinwhichmanagementandstaffcanmakedecisions.Intheshangri-laHotel,ThefistruleisthereputationoftheShangri-laHoteldependedonhighqualitycustomercare,anditwasimportantthatallstaffinthehotelweretrainedtothehigheststandards.ThesecondisCraig2alsoinsistedthatonlySaskiaandheshouldhavetheauthoritytosignforthemeatandvegetabledeliveries.ThelastoneisthesalesvisitsthatAilsamademeantshewasoftenawayfromthehotel,soAntoniohadauthoritytochargeoftheHotelwhenshewasabsence.Relationship:Eachpolicywillcontributetotheachievementofobjectives,everyobjectivesaretopromotetherealizationofgoals.2.Identifythemaindifferencebetweentheformalorganizationandinformalorganization.Organizationisagroupofindividualsoperatingtogetherinasystematicwaytoachievesetofobjectives.Formalorganizationsaresetuptoachievegoalsandspecificorganizationalobjectives.Informalorganizationtheoristshavebeenawarethatwithintheformalstructureoftheorganizationtherewillalwaysbeaninformalgroup.Formalorganizationhasplannedresponsibility,consistentfunctionsandstructureofauthorityandcommunication.Incase,thehotelisaformalorganization,becausethehotelhasprofessionalmanage.Andallstaffhavetheirresponsibilityandtasks.Informalorganizationhaslooselystructuredandfluctuatingwithitsindividualmembershipspontaneous.Incase,theHotelkitchenisaninformalorganization.Becausetheyareindependentindividual.theyhaven’tspecificsystemtocontroltheirthoughtandbehavior.Andthestructureofauthorityandcommunicationinthekitchenisnotrigorous.theyhaven’tspecificstructure.theyworktogetherandsurethework.3.ExplainthecompositionoftheopenSystemTheoryandexplainhowitappliesintheShangri-laHotelcasestudy.TheopenSystemTheoryisaconceptualframework,whichinvestigateorganizationanditsenvironmentalrelation.Opensystemhaveinternalandexternalenvironment.SWOTbelongstointernalenvironment,PESTbelongstoexternalenvironment.SWOTanalysisisakindofenterpriseinternalanalysismethod.Itincludesstrengths,weakness,opportunityandthreat.Strengthsareinternalfactoroforganization.Incase,Shangri-lahotelisa3-starMichelinhotel,itisfirst5-starAAinGlasgow.Weaknessareinternalfactoroforganization.Incase,employeeshavecomplainaboutCraig.3Opportunityisexternalfactoroforganization.Incase,Shangri-lacooperationwithGordon.Gordonhasthefreshestmeat,vegetablesandfruit.Threatisexternalfactoroforganization.Incase,recently,thethreemainlargecompaniesofShangri-lahotelintoclosure.PESTanalysisreferstotheanalysisofthemacroenvironment.Itincludespolities,economic,societyandtechnology.Politicalfactorincludespoliticalsystem,thepoliticalsituation,thegovernment’sattitude.Incase,EconomicfactorincludesGDP,marketmechanism,marketdemand,etc.Incase,AlicaobtainedthefundingfromScottishEnterprise.Socialfactoristhatgeneralconditionsofwholesocialdevelopmentinacertainperiod,mainlyincludessocialmorality,andculturaltraditions,thepopulationchangetrend.Incase,CraigandAilsabothbelievedinsupportinglocalbusiness,andalwaysusedlocalbanks,financialadvisorsandlawyerstosupporttheirbusiness.TechnologicalFactorsReferstothetotallevelandchangetrendofsocialtechnology,technicalchange,technologicalbreakthroughstotheenterprise,andthetechnologyoftheinteractionbetweenthepolitical,econ