HND_人力資源管理_最新報告__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點, 并解 釋/輪廓內(nèi)舍航空公司經(jīng)理的主要職責(zé)和活動。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.管理是一個過程，負(fù)責(zé)人在一個組織整合社會資源， 實現(xiàn)給定的目的。對管理工 作的主要特點可以由亨利法約爾的一般管理理論解釋。有幾類

3、從法約爾這是關(guān) 于：的預(yù)測，規(guī)劃，指揮官，控股，在協(xié)調(diào)和籌備。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.預(yù)測是預(yù)測未來事件和預(yù)測是管理工作的第一個步驟，因為作為一

6、個經(jīng)理，他或她必須有預(yù)測，該公司將滿足和必須做的預(yù)防措施以及存在的問題的能力。在斯科舍省，例如，他們希望建立橫跨整個歐洲，然后到亞洲工作，但舍管理人員必 須預(yù)測，這將發(fā)生在未來的許多問題，如貨幣的變化，語言和文化有差異，并任 何其他問題，因此管理者必須再次在外國地區(qū)價格的產(chǎn)品和服務(wù)與他們的貨幣和 培訓(xùn)員工誰都會去那里做著生意。該舍經(jīng)理應(yīng)該預(yù)測的問題，并找到了一些解決方案，以避免它們。的預(yù)測能力是對經(jīng)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.要對規(guī)劃，它是設(shè)置了行動方針，并以滿足預(yù)期需求。規(guī)劃是探索未來，然后提 供為實現(xiàn)目標(biāo)擴展一個明確的方法和前提下發(fā)展行動計劃。斯科舍省希望擴大業(yè)務(wù)至東歐，中東和遠(yuǎn)東地區(qū)。為了確保自己的目標(biāo)可以實現(xiàn)，他們訂貨制造的寬體飛機，以確保他們可以完成長途飛行，但為了實現(xiàn)自己的目標(biāo)，他們應(yīng)該做大量的研究，并預(yù)留大量的資金來解決他們將滿足問題，例如，在中國只有三個機場可以使化妝寬體飛機的土地，所以管理者應(yīng)該設(shè)計線路，

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.和經(jīng)理的指揮是一個重要的特征。它是指導(dǎo)員工承擔(dān)的任務(wù)。指揮確保雇員亦獲 指示，使他們能夠履行自己的職責(zé)。舍想拓展業(yè)務(wù)至歐洲市場，所以在一開始，經(jīng)理必須有一個詳細(xì)的計劃去面對什么，他們會滿足。而在這個時候，管理者必 須命令全體員工完成工程，以確保該計劃能夠完美實現(xiàn)。管理人員必須有足夠的 了解工作人員介紹，因為這樣他們可以讓員工做哪些工作適合他們， 也可以以正 確的方式來執(zhí)行該計劃指揮他們。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、種功能的經(jīng)理，因為控制保持在預(yù)算之內(nèi)的管理人員和部門。據(jù)監(jiān)測進展情況，確保對齊并計劃采取的糾正措施。舍航空公司計劃聘請一些高管，以幫助經(jīng)營公司的管理，使預(yù)算必須明確。雇用他人經(jīng)營公司有一個很大的風(fēng)險， 因此，高級管理人員必須控制它們在一定范圍內(nèi)。控制預(yù)算可以保證公司的財務(wù)安全，所以控制是管理工作的一個非常重要的功能，是必要條件，以公司運營。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.在一個公司，協(xié)調(diào)也是必要的。協(xié)調(diào)將確保

18、居民，資源，設(shè)備都一起工作。新機 場的建成舍需要大量的材料和人力，所以管理者必須確保資源在正確的機場，以 應(yīng)付服務(wù)需求。新機場需要大量的資源比舊機場，所以管理者必須統(tǒng)籌使用的資源，如果資源不能滿足新機場的需求， 新機場將無法運行，并可能導(dǎo)致大賠公司 與將使該公司的發(fā)展戰(zhàn)略獲得巨大的障礙。關(guān)于這種方式，協(xié)調(diào)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.籌辦整個公司是經(jīng)理的責(zé)任?；I辦一個公司是指動員材料，資源，人員和他們分 配到各部門和人民。斯科舍省希望擴大業(yè)務(wù)至東歐和中東和遠(yuǎn)東地區(qū)，所以管理 者必須的前提下發(fā)展系統(tǒng)來管理健康和安全。該公司希望建立國外市場，這意味 著一些老員工應(yīng)該走出國門，在一個新的環(huán)境中工作，以滿足戰(zhàn)略有些員工應(yīng)該 去一些地方是危險的，如中東地區(qū)。所以，管理者必須要注意的雇員的健康和安 全，發(fā)展一個系統(tǒng)，以確保事情，那些員工關(guān)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，在一個公司經(jīng)理扮演的決策性，信息性和人際交往。如果管理者最好 在公司扮演這三個角色，公司將實益運作。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.是公司領(lǐng)導(dǎo)，管理人員的管理工作必須發(fā)揮作用，作為決策性的，所以高級經(jīng)理必須是決策者決定戰(zhàn)略和正確的問題。在斯科舍省，該策略是拓展國外業(yè)務(wù)，所以管理工作，決定哪些路由將航空公司擴大。高級管理人員應(yīng)當(dāng)收集各種有關(guān)新 線信息，并考慮各種有關(guān)的財務(wù)預(yù)算，安全或健康的員工，境外地區(qū)的質(zhì)量水平 和本土化的文化和宗教的元素當(dāng)中。然后與形勢相結(jié)合，做出正確的決定，選擇 合適的航空公司來完成擴大戰(zhàn)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.該信息的作用也是一個重要的經(jīng)理，因為經(jīng)理必須確保所有員工了解擴展他們的 工作安全的影響。舍的作品必須有，人為員工人數(shù)開頭難。為了擴大自己的市場， 舍需要大量的員工在新機場的服務(wù)，但現(xiàn)在

28、斯科舍省只有80名員工，所以他們應(yīng)該聘請新的員工，然后他們應(yīng)該訓(xùn)練他們熟悉公司的業(yè)務(wù)。在這個過程中，管理 者必須在工作人員了解訂單和作品他們應(yīng)該做什么。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.在管理的另一個重要特征是人際角色。人際交往 能力是關(guān)系到顯

29、示的領(lǐng)導(dǎo)和聯(lián)絡(luò)有關(guān)的文化變革的員工。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.這個圖上我們可以清楚的知道與員

31、工，員工，管理人員和客戶的關(guān)系，當(dāng)我們做業(yè)務(wù)工作。在斯科舍省，拓展業(yè)務(wù)和建立了機場， 管理者必須處理好人際關(guān)系，因為斯科舍省將開拓海外市場，那么必然招募新機 場工作的當(dāng)?shù)厝?，但文化和宗教可以是不同的，所以人際關(guān)系必須采取更多的關(guān) 注，特別是與客戶和同事。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.作為一家公司，有這么多的機制來約束每一個部門和員工，如生產(chǎn)力水平或效 率，積極性和士氣的員工，成功的培訓(xùn)和發(fā)展，員工流失率的水平和曠工。所有 這些事情可以反應(yīng)公司的真實情況。 舉例來說，在生產(chǎn)力水平或效率可以反應(yīng)的優(yōu)點，有效的公司和公司的培訓(xùn)和發(fā)展的成功可以說明員工水平的提高，然后說出了客戶滿意度有關(guān)該公司的服務(wù)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. 的生產(chǎn)率水平或效率，以較低的成本比生長速率和更高的效率增加顧客的數(shù)目。 在總體上說，該公司希望把更多的服

38、務(wù)給更多的人以較低的成本。舍航空公司只有80名員工，盡管該公司招聘了許多新員工，但在一開始新員工不能享受工作， 所以老員工必須有一個高效的工作，該舍將提供的美食和一系列在飛行中服務(wù)和 娛樂，在這種情況下，員工可以做一個以上的作品，如carbi械制組將檢查門票， 做飛行服務(wù)和機組指揮官培訓(xùn)新員工。這些表演都是斯科舍省提高其效率和做這 些事情最好能夠做一個高生產(chǎn)力水平的方法。在生產(chǎn)力水平或效率是衡量管理績 效，它可以正確地反應(yīng)公司一個有效的重要機制。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 的培訓(xùn)和發(fā)展的成功是培訓(xùn)的投資，其評估可以通過客戶滿意度，或與生產(chǎn)力水平相結(jié)合來衡量的另一個重要機制。培訓(xùn)有兩個主要目的：為滿足客戶需求，提高生產(chǎn)力水平。舍航空公司現(xiàn)在已經(jīng)增加了工作人員的水平，這東西可以提高服務(wù)水平?，F(xiàn)在斯科舍省提供了一些增值服務(wù)，并提供完整的商業(yè)類服務(wù)，而為了實現(xiàn)這一目標(biāo)，必須舍訓(xùn)練他們的員工熟悉業(yè)務(wù)類的服務(wù)方法。成功的培訓(xùn)，因 為可以為客戶提供更舒適的感覺較有競爭力的公司，它可以提高客戶滿意度。那么一個成功的培訓(xùn)可以提高生產(chǎn)力水平，為客戶提供更好的服務(wù)。公司的培訓(xùn)和 發(fā)展的成功是一個標(biāo)準(zhǔn)來衡量公司運營。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.領(lǐng)導(dǎo)是一個團隊的領(lǐng)導(dǎo)者非常重要。在一個公司里，有許多不同種類的工作人員， 所以用不同員工的經(jīng)理需要使用不同的監(jiān)督他們。一般的領(lǐng)導(dǎo)，包括這是由專制，民主，參與式和專制定義了四種類型。而在一些特殊的時期，也有使用的管理， 如情境或變革的能力特別管理領(lǐng)導(dǎo)。這些管理能力，一般可以正常監(jiān)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.專制可以解釋有關(guān)管理更注重生產(chǎn)和最不關(guān)心的人。專制有一些字符

49、：管理者 總是決定強加別人，從來沒有代表，沒有信任，威脅或恐嚇工作人員為行動和 信心的工作人員，幾乎沒有溝通和團隊合作。在斯科舍省，以適應(yīng)不斷擴大的 戰(zhàn)略，公司招聘了許多新員工，所以在一開始，這些人必須監(jiān)督在這種類型的 管理，因為在那個時候，他們不熟悉公司運營系統(tǒng)和沒有足夠的體驗完成與自 己的工作，所以管理者必須命令他們做一些事情和監(jiān)督的過程中，他們做的工 作，如果有一些問題的發(fā)生，管理者可以了解并解決它的時間。這種類型適合 誰沒有足夠的經(jīng)驗，由自己來完成這項工作的人員來說，是面對新的工作人員。 這是基本的管理類型。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.民主是決定以公平的方式的東西。在這種類型中，對經(jīng)理人最關(guān)注的問題。與國內(nèi)經(jīng)理股份的意見和想法，在他們的工作人員完全有信心和信任， 讓員工參與營 銷決策和激勵者獎勵為實現(xiàn)通過參與設(shè)定目標(biāo)。 在斯科舍省，這種方法是將高級 經(jīng)理，相處的同齡人。因為這些人不能做一些技術(shù)工作或服務(wù)， 他們應(yīng)該做的唯 一一件事就是抱機遇，發(fā)展，確保在正確的方向的公司化運作。 所以國內(nèi)的管理 是公司高層。這是一個更高的管理風(fēng)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.威權(quán)顯示至少關(guān)注生產(chǎn)和人民。這種類型的特點是特殊的：它只有一個膚淺的信 任，他們的工作人員，征收決定，不委托偶爾涉及人員解決問題。在斯科舍省， 也有很多高的技術(shù)工作，如工作在控制塔和飛機的維護，都喜歡這些工作都屬于 較高的技術(shù)，在這些領(lǐng)域中，高級管理人員沒有能力干預(yù)，因為他們不如何做到 這一點。所以這種管理類型是那些人誰擁有豐富的經(jīng)驗和技術(shù)知識做困難的工 作。這種管理是誰在特殊領(lǐng)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.參與性是成反比的貧困管理，這種管理涉及最多的兩個

59、人，生產(chǎn)。這種管理激勵 通過獎勵和一些參與，監(jiān)聽人員，但控制決策過程和使用人員的思想建設(shè)性。所有的公司都有不同層次的管理，從高級到初級和本管理用于這些人。在斯科舍省， 高級管理人員同意的中，初級管理人員和部分員工參加了會議，并允許業(yè)務(wù)規(guī)劃到那些管理人員和這些員工來決定。因此，這是參與式使用上，中，初級經(jīng)理和 一個行的員工是誰，可以直接溝通和服務(wù)客戶的人，所以他們同意出席會議能得 到更多有用的信息和對本公司發(fā)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