Front Office and Housekeeping Management
...oal and plan of action, the company will have many operational problems and error occur. There have 3 planning methods that W&A can follow: 1. The Traditional planning method 1. Define the present situation The company must know that they are sufficient funds available for expansion now. If there have enough money to expand, the company can go ahead. Moreover, it must measuring success and examining internal capabilities and external threats, including the strengths and weaknesses of the firm. The external threats and opportunities include competition, business conditions, customer loyalty, and government regulations etc... 2. Establish goals and objectives Mr. Walker must set the company¡¦s overall goals and the specific objectives in the different projects. The staff can follow the specific objective to do the right thing that can directed by the goals. Goals have to be SMART-Specific, Measurable, Achievable, Realistic, and Timeliness. 3. Develop action plans to reach goals and objectives An actions plan is the specific steps necessary to achieve a goal or objective. W&A must set different actions plans for different type of projects to help employees get more specific direction to perform their task. 4. Develop budgets How much money a manager can afford to spend on each action plans? In the case, the company is overextension of their resources in taking projects. Mr. Walker needs to think about the allocation of resource. The most efficiency is to minimize the resource cost. 5. Implement the plans- Mr. Walker start to appoint his subordinate to do the task go as plans. 6. Control the plans ¡V It will mention in the ¡§controlling¡¨ part. 7. Make contingency plans-alternative plan to be used if the original plan cannot be implemented. 2. Management by objectives (MBO) MBO is defined as a system in which specific performance goals are jointly determined by employees and their managers, progress toward accomplishing these goals is periodically reviewed, and reward are allocated on the basis of this progress. 1. Establishing organizational goals 2. Establishing unit objectives 3. Reviewing subordinate¡¦s proposals 4. Negotiating or agreeing on objectives 5. Creating action plans to achieve objectives 6. Reviewing performance and follow up on progress W&A don¡¦t set any plan and goals for employees to perform their task, the employees are not clear what they need to do and what standard of performance they need to meet. Therefore, I suggest that Mr. Walker have to use MBO to motivate his subordinate to perform their task for the specific goals and get rewarding. It can increase employee performance and organizational productivity. 3. Strategic Planning - SWOT analysis It is a master plan that shapes the firm¡¥s destiny, determines the long-run performance of an organization, e.g. keep the goodwill and reputation in the same industry, keep the profit over 30% of the business, and expand the business within 3 years. Mr. Walker must conduct a SWOT analysis, which is a consideration of the strengths, weaknesses, opportunities, and threats in a given situation. Internal factors Strengths ¡V Activities the organization does well -Good comment of W&A in the same industry -Referral from the customers -Good relationship with customers Weaknesses ¡V Activities the organization does not do well -Lack of communication between each other in company -Low moral External factors Opportunities ¡V Positive trends in the external environmental -Demand of the consultant company is increase -Economic condition Threats ¡V Negative trends in the external environment -Many competitors in same industry -Government regulations B) Organizing Determining what tasks are to be done, who is to do them, how the tasks are to be grouped, who reports to whom and when decision are made. Mr. Walker must according to the company¡¥s expansion to seek structural designs that will best support and allow employees to effectively and efficiently do their work. 1. Re- structure the organization structure of W&A Change from flat to narrow management structure. When the company hires more new employees because of large number of diverse projects, the company being larger, then the structure must also be larger and narrow, in order to increase the productivity and more efficiency and effectiveness. 2. From Centralization to Decentralization Because some of employees in W&A are independence, experience, capability, initiative and willing to responsible, the manager (Mr. Walker) have to use decentralization to handling down of decision-making authority to lower levels in an organization. Decentralization can make the decision more flexible and responsive. 3. Organic Organization W&A need to have a highly adaptive and flexible structure and the employees are highly trained and empowered to handle diverse job activities. Mr. Walker must adopt free flow of information and wide span of control to motivate the employees more active to provide the good performance and ideas. 4. Delegation and empowerment Mr. Walker has to use Delegation to assign formal authority and responsibility for accomplishing a specific task to another person. There have three component of delegation: Assigning duties, granting authority, and creating responsibility Mr. Walker can also use the Empowerment which is the process by which managers share power with group members, thereby enhancing employee¡¦s feelings of personal effectiveness to increasing the employee¡¦s own productivity. C. Leading Directing and motivating all involved parties and dealing with employee behavior issues. It include motivating subordinates, influencing individuals or teams as they work, selecting the most effective communication channel, or dealing in any way with employee behavior issues. Leadership style: Because both of the outside and inside environment of W&A co. are predictable and some of employees are independence, experience, capability, initiative and willing to responsible. Mr. Walker needs to change the management style from autocratic leadership to democratic, participative and consultative leadership. It involves subordinates to decision making, encourage participant and suggestion, give sufficient support when the staff have some problem and tell them how to do the task well. It can increase the staffs moral and better performance and productivity. Motivation: In W&A, there have many problems led to have low moral, such as the ineffective leadership, staff only have little support but work for long hours, weak of the organizational culture, bad relationship and overwork lord etc... These led to employees feel pressure and stressful to work in this environment. Therefore, Mr. Walker needs to adopt some motivational programs to increase the morale as well as the productivity of the company. 1. Maslow¡¦s hierarchy of need theory - From lower order needs (physiological, safety and social needs) to higher order needs (esteem and self-actualization needs). 2. McGregor¡¦s Theory X and Y - If the employees are self-direction and seek responsibility (theory Y), then use higher-order needs dominated individual; otherwise, the manager may use lower-order needs. 3. Motivation-hygiene theory - Motivators which is increase job satisfaction and hence motivation (e.g. achievement, reorganization); hygiene factors which is eliminated dissatisfaction of the employees (e.g. salary, working condition, relationship between peer and boss.) 4. Three-needs theory - Use need for achievement, need for power and need for affiliation to motivate in work. 5. Goal-setting theory - W&A do not have their goals and plan, so this theory need to be adopted by them. The theory said that the company set specific goals to increase the performance. 6. Reinforcement theory-influence staff¡¦s behavior by reinforcing the work behavior they desire. 7. Equity theory-employee rewards must equity to another and match their job involvement. 8. Expectancy theory- The employee¡¦s expected their reward of their performance. 9. Non-financial and financial incentive -Non-financial: Promotion, delegation, recognition, flexible work schedule, Job enrichment, enlargement and rotation, on the job training, friendship with peers and superior, Self-respect, Autonomy, Self-fulfillment, Individualize rewards, match people to job etc... -Financial: Money, Fringe and benefit, bonus, commission, pays-for performance program, salary etc... Two-way communications: 1. Upward communication: Not only flow from downward, but also from staff to manager. 2. Listening to staff: Understanding the staff¡¥s needs and care their feeling. 3. Suggestion: ...