HND_人力资源管理_最新报告__MPO_Out_3

1、I.Assess the main features of managerial work and explain/outline the main roles and activities of managers within Scotia Airway 就估管理工作的主要特点, 并解 释/轮廓内舍航空公司经理的主要职责和活动。Managing is a process by which responsible persons in an organisation combine resources to achieve given ends. The main features of th

2、e managerial work can explain by the Henri Fayol s 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.管理是一个过程，负责人在一个组织整合社会资源， 实现给定的目的。对管理工 作的主要特点可以由亨利法约尔的一般管理理论解释。有几类

3、从法约尔这是关 于：的预测，规划，指挥官，控股，在协调和筹备。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 measurewell. In Scotia, for example,

4、 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

5、 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.预测是预测未来事件和预测是管理工作的第一个步骤，因为作为一

6、个经理，他或她必须有预测，该公司将满足和必须做的预防措施以及存在的问题的能力。在斯科舍省，例如，他们希望建立横跨整个欧洲，然后到亚洲工作，但舍管理人员必 须预测，这将发生在未来的许多问题，如货币的变化，语言和文化有差异，并任 何其他问题，因此管理者必须再次在外国地区价格的产品和服务与他们的货币和 培训员工谁都会去那里做着生意。该舍经理应该预测的问题，并找到了一些解决方案，以避免它们。的预测能力是对经理非常重要。To about the Planning, it is setting out a course of action and to meet expected demand. Plan

7、ning 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 businessinto East Europe, Middle and Far East Asia. To ensure their goals can be achieved, they placing an order to manufacture the

8、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 a

9、ircraft land, so the manager should to design the lines to make sure the safety of the passengers.要对规划，它是设置了行动方针，并以满足预期需求。规划是探索未来，然后提 供为实现目标扩展一个明确的方法和前提下发展行动计划。斯科舍省希望扩大业务至东欧，中东和远东地区。为了确保自己的目标可以实现，他们订货制造的宽体飞机，以确保他们可以完成长途飞行，但为了实现自己的目标，他们应该做大量的研究，并预留大量的资金来解决他们将满足问题，例如，在中国只有三个机场可以使化妆宽体飞机的土地，所以管理者应该设计线路，

10、使乘客一定的安全性。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 fulf川 their duties. Scotia want to expand their business into the Europe marketing, so at the beginning, the manager must have

11、 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 the

12、m and also can command them in the right way to execute the plan.和经理的指挥是一个重要的特征。它是指导员工承担的任务。指挥确保雇员亦获 指示，使他们能够履行自己的职责。舍想拓展业务至欧洲市场，所以在一开始，经理必须有一个详细的计划去面对什么，他们会满足。而在这个时候，管理者必 须命令全体员工完成工程，以确保该计划能够完美实现。管理人员必须有足够的 了解工作人员介绍，因为这样他们可以让员工做哪些工作适合他们， 也可以以正 确的方式来执行该计划指挥他们。Controlling is another feature to the ma

13、nager, becauseontrolling 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 managementto operate the company, so the budget must clearly. Employ others to ope

14、rate 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.控制是另一

15、种功能的经理，因为控制保持在预算之内的管理人员和部门。据监测进展情况，确保对齐并计划采取的纠正措施。舍航空公司计划聘请一些高管，以帮助经营公司的管理，使预算必须明确。雇用他人经营公司有一个很大的风险， 因此，高级管理人员必须控制它们在一定范围内。控制预算可以保证公司的财务安全，所以控制是管理工作的一个非常重要的功能，是必要条件，以公司运营。In a company, co-ordinating is also necessary. Co -ordinating makes sure that people, resources,equipment are all working togethe

16、r. 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 resource

17、s 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.在一个公司，协调也是必要的。协调将确保

18、居民，资源，设备都一起工作。新机 场的建成舍需要大量的材料和人力，所以管理者必须确保资源在正确的机场，以 应付服务需求。新机场需要大量的资源比旧机场，所以管理者必须统筹使用的资源，如果资源不能满足新机场的需求， 新机场将无法运行，并可能导致大赔公司 与将使该公司的发展战略获得巨大的障碍。关于这种方式，协调是重要的管理工 作。Organising the whole company is the responsibility of the manager.Organising to a company means mobilising materials, resources, people a

19、nd 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 abro

20、ad 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

21、 about.筹办整个公司是经理的责任。筹办一个公司是指动员材料，资源，人员和他们分 配到各部门和人民。斯科舍省希望扩大业务至东欧和中东和远东地区，所以管理 者必须的前提下发展系统来管理健康和安全。该公司希望建立国外市场，这意味 着一些老员工应该走出国门，在一个新的环境中工作，以满足战略有些员工应该 去一些地方是危险的，如中东地区。所以，管理者必须要注意的雇员的健康和安 全，发展一个系统，以确保事情，那些员工关心。The main roles that the manager played in a company as the decisional, the informational an

22、d the interpersonal.If the managers play these three roles best in a company, the company will operate beneficially.主要角色，在一个公司经理扮演的决策性，信息性和人际交往。如果管理者最好 在公司扮演这三个角色，公司将实益运作。To be the leader of the company, the managerial works of management must play a role as the decisional so the senior manager must

23、 be the decision makerto 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 kin

24、ds of the elements which about the financial budget, the safety or thehealthy 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 strate

25、gy.是公司领导，管理人员的管理工作必须发挥作用，作为决策性的，所以高级经理必须是决策者决定战略和正确的问题。在斯科舍省，该策略是拓展国外业务，所以管理工作，决定哪些路由将航空公司扩大。高级管理人员应当收集各种有关新 线信息，并考虑各种有关的财务预算，安全或健康的员工，境外地区的质量水平 和本土化的文化和宗教的元素当中。然后与形势相结合，做出正确的决定，选择 合适的航空公司来完成扩大战略。The informational role is also important for a manager, because the manager must ensure that all of empl

26、oyees 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

27、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.该信息的作用也是一个重要的经理，因为经理必须确保所有员工了解扩展他们的 工作安全的影响。舍的作品必须有，人为员工人数开头难。为了扩大自己的市场， 舍需要大量的员工在新机场的服务，但现在

28、斯科舍省只有80名员工，所以他们应该聘请新的员工，然后他们应该训练他们熟悉公司的业务。在这个过程中，管理 者必须在工作人员了解订单和作品他们应该做什么。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.在管理的另一个重要特征是人际角色。人际交往 能力是关系到显

29、示的领导和联络有关的文化变革的员工。As the chart:BOSSCUSTOMERSPEERSWEFrom 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, b

30、ecause 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 thecustomers and the colleagues.这个图上我们可以清楚的知道与员

31、工，员工，管理人员和客户的关系，当我们做业务工作。在斯科舍省，拓展业务和建立了机场， 管理者必须处理好人际关系，因为斯科舍省将开拓海外市场，那么必然招募新机 场工作的当地人，但文化和宗教可以是不同的，所以人际关系必须采取更多的关 注，特别是与客户和同事。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 Air

32、ways.As a company, there are so many mechanisms to restrain every departments and employees such asthe productivity levels or efficiency, the motivation and morale of staff, the successfulof their training and development, the level of staff turnover and the absenteeismAll of these things can react

33、the true situation of the company. For examples, the productivity levels or efficiencycan react the benefits and effective of the company and the successof the companys training and developmentcan state the employees level improvement and then state the customer satisfaction about the company servic

34、e.作为一家公司，有这么多的机制来约束每一个部门和员工，如生产力水平或效 率，积极性和士气的员工，成功的培训和发展，员工流失率的水平和旷工。所有 这些事情可以反应公司的真实情况。 举例来说，在生产力水平或效率可以反应的优点，有效的公司和公司的培训和发展的成功可以说明员工水平的提高，然后说出了客户满意度有关该公司的服务The productivity levels or efficiency which increased the number of customer at a lower cost ratio to rate growth and improved efficiency. In

35、 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

36、 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 metho

37、ds that Scotia improved their efficiency and do these things best can make a high productivity level. The productivity level or efficiencyis a important mechanism to measure the managerial performance, it can correctly react the company effective. 的生产率水平或效率，以较低的成本比生长速率和更高的效率增加顾客的数目。 在总体上说，该公司希望把更多的服

38、务给更多的人以较低的成本。舍航空公司只有80名员工，尽管该公司招聘了许多新员工，但在一开始新员工不能享受工作， 所以老员工必须有一个高效的工作，该舍将提供的美食和一系列在飞行中服务和 娱乐，在这种情况下，员工可以做一个以上的作品，如carbi械制组将检查门票， 做飞行服务和机组指挥官培训新员工。这些表演都是斯科舍省提高其效率和做这 些事情最好能够做一个高生产力水平的方法。在生产力水平或效率是衡量管理绩 效，它可以正确地反应公司一个有效的重要机制。And the success of the compan ys training and development is another import

39、ant 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 th

40、ing 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 tofamiliar with the business class service methods. Successful training for this can pro

41、vide 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. Successof the companys training and development is a standard to measure the company

42、 operation.和公司 的培训和发展的成功是培训的投资，其评估可以通过客户满意度，或与生产力水平相结合来衡量的另一个重要机制。培训有两个主要目的：为满足客户需求，提高生产力水平。舍航空公司现在已经增加了工作人员的水平，这东西可以提高服务水平。现在斯科舍省提供了一些增值服务，并提供完整的商业类服务，而为了实现这一目标，必须舍训练他们的员工熟悉业务类的服务方法。成功的培训，因 为可以为客户提供更舒适的感觉较有竞争力的公司，它可以提高客户满意度。那么一个成功的培训可以提高生产力水平，为客户提供更好的服务。公司的培训和 发展的成功是一个标准来衡量公司运营。3.Identify and expla

43、in 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 i

44、nclude 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 genera

45、lly supervise the company normally.领导是一个团队的领导者非常重要。在一个公司里，有许多不同种类的工作人员， 所以用不同员工的经理需要使用不同的监督他们。一般的领导，包括这是由专制，民主，参与式和专制定义了四种类型。而在一些特殊的时期，也有使用的管理， 如情境或变革的能力特别管理领导。这些管理能力，一般可以正常监督公司The Autocratic can interpret about the management pay more attention to the production and least concern about the person.

46、The Autocratic has some characters: the manager always imposesdecisionson 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

47、 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 duri

48、ng 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.专制可以解释有关管理更注重生产和最不关心的人。专制有一些字符

49、：管理者 总是决定强加别人，从来没有代表，没有信任，威胁或恐吓工作人员为行动和 信心的工作人员，几乎没有沟通和团队合作。在斯科舍省，以适应不断扩大的 战略，公司招聘了许多新员工，所以在一开始，这些人必须监督在这种类型的 管理，因为在那个时候，他们不熟悉公司运营系统和没有足够的体验完成与自 己的工作，所以管理者必须命令他们做一些事情和监督的过程中，他们做的工 作，如果有一些问题的发生，管理者可以了解并解决它的时间。这种类型适合 谁没有足够的经验，由自己来完成这项工作的人员来说，是面对新的工作人员。 这是基本的管理类型。The Democratic is to decide something i

50、n an fair way. In this type, the manager maximum concern about the people. And the domestic managershares 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

51、Scotia, this way is to the senior manager, to get along with the peers. Because these people couldnot 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

52、to the top of company. It is a higher management styles.民主是决定以公平的方式的东西。在这种类型中，对经理人最关注的问题。与国内经理股份的意见和想法，在他们的工作人员完全有信心和信任， 让员工参与营 销决策和激励者奖励为实现通过参与设定目标。 在斯科舍省，这种方法是将高级 经理，相处的同龄人。因为这些人不能做一些技术工作或服务， 他们应该做的唯 一一件事就是抱机遇，发展，确保在正确的方向的公司化运作。 所以国内的管理 是公司高层。这是一个更高的管理风格。The Authoritarian shows the least concerned

53、 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 occasionallyinvolves staff in solving problems.In Scotia, there are many high technical work such as working on the control tow

54、er 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 dif

55、ficult work. This management is to the person who are in the special areas.威权显示至少关注生产和人民。这种类型的特点是特殊的：它只有一个肤浅的信 任，他们的工作人员，征收决定，不委托偶尔涉及人员解决问题。在斯科舍省， 也有很多高的技术工作，如工作在控制塔和飞机的维护，都喜欢这些工作都属于 较高的技术，在这些领域中，高级管理人员没有能力干预，因为他们不如何做到 这一点。所以这种管理类型是那些人谁拥有丰富的经验和技术知识做困难的工 作。这种管理是谁在特殊领域的人。The participative is inversely

56、 with the Impoverished Management, this management maximum concerned both of the people and production. This managementn otivates 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

57、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 employeesto participate the meeting and allows the operational planning to be determined by those managersand those employees. So

58、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.参与性是成反比的贫困管理，这种管理涉及最多的两个

59、人，生产。这种管理激励 通过奖励和一些参与，监听人员，但控制决策过程和使用人员的思想建设性。所有的公司都有不同层次的管理，从高级到初级和本管理用于这些人。在斯科舍省， 高级管理人员同意的中，初级管理人员和部分员工参加了会议，并允许业务规划到那些管理人员和这些员工来决定。因此，这是参与式使用上，中，初级经理和 一个行的员工是谁，可以直接沟通和服务客户的人，所以他们同意出席会议能得 到更多有用的信息和对本公司发展有利。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 difficulti