HND 人力资源管理 报告MPO Out 3.doc

1. Assess the main features of managerial work and explain/outline the main roles and activities of managers within Scotia Airways.Managing is a process by which responsible persons in an organisation combine resources to achieve given ends. The main features of the managerial work can explain by the Henri Fayols Generic Management Theory. There are several categories from Fayol which are about: the Forecasting, the Planning, the Commanding, the Controlling, the Co-ordinating and the Organising. Forecasting is predicting future events and Forecasting is the first the step of the managerial work because as an manager he or she must have an ability to forecast the problems that the company will meet and must do the prevention measure well. In Scotia, for example, they want to establish their work across the whole Europe and then to the Asia, but the Scotia manager must forecast many problems that will happened in the future such as the change of currency, the language and culture have differences and any other problems, so the manager must price the product and service again at that foreign area with their currency and training their employees who will go there doing the business. The Scotia manager should forecast the problems and find some solutions to avoid them. The forecast ability is very important about the manager.To about the Planning, it is setting out a course of action and to meet expected demand. Planning is to explore the future, and then providing a clear methodology for achieving the target expansion and develope a project of action. Scotia wants to expand their business into East Europe, Middle and Far East Asia. To ensure their goals can be achieved, they placing an order to manufacture the wide bodied aircraft to ensure they can complete the long flight, but in order to achieve their goals, they should do a plenty of research and reserve a large amount of money to solve the problems they will meet, for example, in China there are only three airports can make the make the wide bodied aircraft land, so the manager should to design the lines to make sure the safety of the passengers.And the commanding of the manager is a important feature. It is directing staff to undertake tasks. Commanding ensures that employees are directed to enable them to fulfill their duties. Scotia want to expand their business into the Europe marketing, so at the beginning, the manager must have a detailed plan to face what they will meet. And at this time, the manager must command the whole staff to complete works to ensure the plan can perfectly implement. Management must have enough understanding to the staff, because in this way they can make the staff to do works which suitable to them and also can command them in the right way to execute the plan.Controlling is another feature to the manager, because controlling keep the managers and departments within budgets. It is monitoring progress, ensuring alignment with plans taking corrective actions. Scotia Airways plans to employ some executives to help the management to operate the company, so the budget must clearly. Employ others to operate the company have a great risk, so the senior management must controlling them in a certain range. Controlling the budget can ensure the finance safety of a company, so controlling is a very important function of the managerial work and is the necessary condition to the company operational.In a company, co-ordinating is also necessary. Co -ordinating makes sure that people, resources, equipment are all working together. The new airports that Scotia built need a plenty of materials and human, so the manager must ensure the resources are at the correct airports to meet service demands. The new airports need lots of resources than the old airports, so the manager must co-ordinate the resources used, if the resources could not meet the needs of the new airports, the new airports would not operate and that might lead to a large lose of the company and would make the development strategy of the company receive huge obstacles. For about this way, co-ordinate is important to the managerial work.Organising the whole company is the responsibility of the manager. Organising to a company means mobilising materials, resources, people and allocating them to departments and peoples. Scotia wants to expand their business into East Europe and Middle and Far East Asia, so the manager must develope system to manage health and safety. The company want to establish the foreign market that means some of the old employees should to go abroad and work in a new environment, to meet the strategy some employees should to go some areas which is dangerous such as the Middle East areas. So the manager must to pay attention to the health and safety of those employees and developing an system to make sure the things that those employees cared about. The main roles that the manager played in a company as the decisional, the informational and the interpersonal. If the managers play these three roles best in a company, the company will operate beneficially.To be the leader of the company, the managerial works of management must play a role as the decisional, so the senior manager must be the decision maker to decide the strategy and the correct issue. In Scotia, the strategy is to expand their foreign business, so the managerial work is to decide which routes will the airline expand. Senior managers should collect all kinds of informations about the new lines and consider all kinds of the elements which about the financial budget, the safety or the healthy of employees, the quality level of the foreign areas and the cultural and religion of the localize. And then combine with the situation to make the right decision, choose the right airlines to complete the expanding strategy.The informational role is also important for a manager, because the manager must ensure that all of employees understand the implications of the expansion for their job security. The works in Scotia must have difficult at the beginning because of the staff numbers. To expand their market, Scotia needs a plenty of employees to service in the new airports, but now Scotia only have 80 employees, so they should to recruit new staffs and then they should training them to familiar with the companys business. During this process, the manager must the staff understand the orders and the works what they should do.Another important character of the managerial is the interpersonal role. The interpersonal ability is related to display the leadership and liaise with employees concerning the change in culture. As the chart: BOSS PEERSCUSTOMERS WE EMPLOYEES From this chart we can clearly know the relationship with the employees, staffs, managers and customers when we do the business work. In Scotia, to expand the business and build the airports, the manager must handle the interpersonal relationship, because Scotia will open up the overseas market, then inevitable to recruit the local people working in the new airports, but the culture and religion could be different, so the interpersonal relationship must be taken more attention to, especially with the customers and the colleagues.2. Describe the value of two mechanisms that could be used to measure managerial performance and justify how each could be used to assess managerial performance in Scotia Airways.As a company, there are so many mechanisms to restrain every departments and employees such as the productivity levels or efficiency, the motivation and morale of staff, the successful of their training and development, the level of staff turnover and the absenteeism. All of these things can react the true situation of the company. For examples, the productivity levels or efficiency can react the benefits and effective of the company and the success of the companys training and development can state the employees level improvement and then state the customer satisfaction about the company service. The productivity levels or efficiency which increased the number of customer at a lower cost ratio to rate growth and improved efficiency. In generally speaking, the company want to put more service to more people with a low cost. Scotia Airways only have 80 staffs, although the company recruit many new staffs but the new employees could not enjoy the work at the beginning, so the old employees must have a high effective of the work, the Scotia will provide the gourmet meals and a range of in-flight services and entertainment, at this situation, employees could do more than one works such as carbin crews will check the tickets and do the flight service and crew commanders training the new employees. These performances are the methods that Scotia improved their efficiency and do these things best can make a high productivity level. The productivity level or efficiency is a important mechanism to measure the managerial performance, it can correctly react the company effective.And the success of the companys training and development is another important mechanism which evaluate of the investment of training can be measured by customer satisfaction or in conjunction with productivity levels. Training has two main aims: to satisfy customers needs and increase the productivity levels. Scotia Airways now has been an increase in staff level, this thing can improve the level of the service. Now Scotia offers several value added services and provide the full business classes services, and in order to achieve this objectives, Scotia must train their employees to familiar with the business class service methods. Successful training for this can provide customers a more comfortable feeling than the competitive company, it can improve the customer satisfaction. Then a successful training can increase the productivity levels, provide better service to customers. Success of the companys training and development is a standard to measure the company operation. 3. Identify and explain a behavioural theory of leadership and highlight its applicability to Scotia Airways.The leadership is very important to a team leader. In a company, there are many different kinds of staffs, so with the different staff the manager need to use different to supervise them. The general leadership include four types which are defined by the Authoritarian, the Democratic, the Participative and the Autocratic. And in some special period, there are also special managerial leadership used by the manager such as the situational or the transformational abilities. These management abilities can generally supervise the company normally.The Autocratic can interpret about the management pay more attention to the production and least concern about the person. The Autocratic has some characters: the manager always imposes decisions on others, never delegates, has no trust, threatens or bullies staff into action and confidence in staff and has little communication and teamwork. In Scotia, to fit the expanding strategy, the company recruit many new staffs, so at the beginning these people must supervise in this type of management, because at that time, they are not familiar with the company operation system and the do not have enough experience to finish the work with themselves, so the manager must order them to do something and supervise the process during they do the work and if there are some problems which are happened, the manager can know and solve it in time. This type suits the staff who do not have enough experience to finish the work by themselves, it is to face the new staffs. It is the basic management type. The Democratic is to decide something in an fair way. In this type, the manager maximum concern about the people. And the domestic manager shares the opinions and ideas, has complete confidence and trust in their staff, allows staff to participate in marketing decisions and motivates by reward for achieving goals set by participation. In Scotia, this way is to the senior manager, to get along with the peers. Because these people could not do some technical works or services, the only thing they should do is to hold the opportunities to development and ensure the company operation in a right orientation. So the Domestic management is to the top of company. It is a higher management styles. The Authoritarian shows the least concerned about the production as well as the people. The characters of this type is special: it has only a superficial trust in their staff, imposes decisions, does not delegate and occasionally involves staff in solving problems. In Scotia, there are many high technical work such as working on the control tower and the airplane maintenances, all of the work like those belong to the high technical, in these area, the senior manager have no ability to interfere, because they do not how to do that. So this management type is to those people who have a plenty experience and technical knowledge to do the difficult work. This management is to the person who are in the special areas.The participative is inversely with the Impoverished Management, this management maximum concerned both of the people and production. This management motivates by reward and some involvement, listens to staff but controls the decision-making process and uses the ideas of staff constructively. All of companies have the different levels of the management, from senior to junior and this management is used to these people. In Scotia, the senior managers agree the middle and junior managers and some employees to participate the meeting and allows the operational planning to be determined by those managers and those employees. So this is the Participative used, the middle and junior managers and one lines employees are the people who can directly communicate and service to the customer, so agree them to attend the meeting can get more useful informations and have beneficial to the company development.The situational ability is very important to a manager in a special period, for example, when the company in a state of economy difficulties, the manager should think about the solution to through the difficulties. In Scotia Airways, the company want to become an multinational organisation but there are many problems should be solved. Now Scotia only have 80 staff, to ensure their strategy can be achieved they must recruit the new staff. But these new staff have non experience and in foreign areas there so many different things like religion, language and any other things. The manager should to consider about how to solve these and training their employees to fit the new environment. The situational ability is faced things that are changed, Scotia managers faced their strategy must have this ability and then they can operate the company normally. 4. Identify and explain either a contingency or transformational theory of leadership and highlight its applicability to Scotia Airways.The contingency theory is to try to be reactive, is to do something after things were happen. And the higher is the situational theory, is to do some measures before things were happened. The Hersey and Blanchard situational leadership theory is a theory which pay attention to the employees. Different employees have different characters: someone has a plenty of knowledge and rich experience, but some need some encourage to improve the confidence. Hersey and Blanchards model proposes that the extent to which employees have the willing and ability to achieve a specific task is significantly impact upon the style and approach of the leader. So the approach to the leader adopts will evolve from telling to selling and then progressing develope to participating and delegating.In Scotia, to achieve their expanding strategy, Scotia must recruit many employees to ensure the old airports operate normally, because the management should assign many experienced employees to foreign areas. These new staff without working experience and have less knowledge, so at this time the manager must give them orders to let them do some easily works, although after training, this performance will continue a period time. Because these employees hardly have any experience, in the past years, the employees are similar with the culture, language, religion, and operation system of the company, but now people will assign to some new places to do the work, all of those things are different and all of the behaviors should have a change. For examples, in Middle and Far East, people in their are vegetarians but most of the Europeans are meat defeaters, this is a big challenge if employees could not suit this transformation, the new airport could not operate and the religion is another important factor that the staff must pay attention to and change it to adapt to the peoples thinking and behavior such as the clothes where the people wears, in Middle East people always wear long gown but the European doesnt. Because of these problems, the leader also need to telling them what they should do until they accumulate enough experience. Then to the experience employees, the Scotia management should selling them to do something such as training the new staffs, the management of Scotia will encourage them and allow some reward to improve their motivation. In order to achieve the expanding strategy, the senior management will collect a plenty informations especially the news of the marketing conditions, so the team-leader and the junior manager be allowed to participate the decision-making meeting to provide some primary informations and give some useful advices. Then if em