Course: Z1748 - Services Information System Year: 2017: Planning, Organizing, and Control Session # 10

Course: Z1748 – Services Information System
Year : 2017
Planning, Organizing, and Control

Session # 10
Objectives
• Describe the importance of planning

• Discuss the merits of the different types
of planning
• Explain how goals are set and strategies
are developed and give examples
• Identify the seven steps in operational
planning
• Describe organizational structure and organizational
design
• Explain why structure and design are important to an
organization
• Identify the key elements of organizational structure
• Explain team-based structures and why organizations use
them
• Describe matrix structures, project structures,
independent business units, and boundaryless
organizations
• Define control
• Give reasons why control is important
• Describe the four-step control process
• Distinguish among the three types of control
• Explain the important financial controls
• Describe the qualities of an effective control system
• Outline the contemporary issues in control
What is Planning?
• Planning involves selecting the various GOALS that

the organization wants to achieve and the
STRATEGIES (actions) to be taken to ensure that
those goals are accomplished.
• In hospitality industry, these would include, but not
limited to, the following key operating areas:
 Guest Satisfaction
 Employee Satisfaction
 Productivity
 The purpose of planning is to determine the best
goals and strategies to achieve organizational
goals.
Strategic Planning and Strategic
Management
• Strategic Planning creates the long-range
plans that steer an organization toward its
goals in the accomplishment of its mission
and vision.
• Strategic Management develops the
mission, goals, and strategies by identifying
the business of the corporation today and
the business it wants for the future, and then
identifying the course of action it will pursue,
given its strengths, weaknesses,
opportunities, and threats (internal and
external environments).
Strategic Management
Process
Six Steps to Strategic

Planning
1. Build your vision

2. Understand your
customers
3. Examine your operating
environment
4. Determine the key
issues
5. Identify strategies for the
future
6. Create your action plan
• Corporate-Level Strategies
– Growth: (a) Market Penetration; (b) Geographic Expansion;
(c) Product Development; (d) horizontal integration
– Strategic Alliance/Joint Venture
– Diversification
• SWOT Analysis
• Environmental Scanning and Forecasting
7 Steps in Operational Planning
1. Setting goals
2. Analyzing and evaluating the
environment
3. Determining alternatives
4. Evaluating alternatives
5. Selecting the best solution
6. Implementing the plan
7. Controlling and evaluating results
Management Concepts and
Approaches
• MBO (Management by Objectives): a managerial process that
determines the goals of the organization and then plans the
objectives, that is, the how-tos of reaching the goals.
• 6 steps of MBO process
1. Set organizational goals
2. Set departmental goals
3. Present goals
4. Discuss department goals
5. Set individual goals
6. Give feedback
• BENCHMARKING is a concept that identifies the best way of
doing something and which companies excel in that area
(best-practices companies).
• Policies, procedures, and rules are examples of
standing plans.
• A budget is a plan allocating money to specific activities.
• Scheduling is a planning activity that involves taking the
business forecast and allocating an appropriate number of
staff to give the necessary level of service.
• Project Management means exactly that-managing a
project.
From Planning to Organizing
The purpose of organizing:

1. Divide work to be done into specific jobs and
departments
2. Assign tasks and responsibilities associated with
individual jobs
3. Coordinate diverse organizational tasks
4. Cluster jobs into units
5. Establish relationships among individuals, groups,
and departments
6. Establish formal lines of authority
7. Allocate and deploy organizational resources
The New “Upside-Down”
Organizational Chart
Defining Organizational Structure
• Work Specialization is used to describe the

extent to which jobs in an organization are
divided into separate tasks.
• Departmentalization is divided jobs by work
specialization, and then grouped back
together so that the common tasks can be
coordinated.
Authority and Responsibility
• Chain of Command
• Increase Span of Control
• Empowerment
• Centralization and Decentralization
Organizational Design Decisions
• Coordination of Activities
• Contingency Planning
• Contemporary Organizational Designs:
Teams and Employee Involvement
• Group dynamics
• How companies use teams at work
• How to build productive teams
• Job rotation
• Job enlargement and job enrichment
What in Control and Why is It
Important?
• CONTROL is the management function that
provides information on the degree to which
goals and objectives are being
accomplished.
• It is IMPORTANT because it’s the final link in
the management functions. It‘s the only way
managers know whether organizational
goals are being met and, if not, why not.
The Control Process
Other Types of Control:

1. Corporate Control
2. Food and Beverage
Controls
3. Operational Financial
Controls
10 Characteristics of Effective
Control Systems
1. Accuracy
2. Timeliness
3. Economy
4. Flexibility
5. Understandability
6. Reasonable criteria
7. Strategic placement
8. Emphasis on exceptions
9. Multiple criteria
10.Corrective action
Contingency Plans and Control
 It cover the what-ifs – what if our sales dip 8%? What will
we do?
Adjusting Controls For Cultural Differences

 technology’s impact on control also can be seen when
comparing technologically advanced nations with less
technologically advanced countries.
Contemporary Issues in Control
Workplace Privacy
Employee Theft
Workplace Violence
REFERENCE
• John Walker. (2012). Introduction to

Hospitality. 06. Prentice Hall. ISBN: 978-
0132814652.

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Course: Z1748 – Services Information System

Planning, Organizing, and Control

• Describe the importance of planning

• Planning involves selecting the various GOALS that

Six Steps to Strategic

1. Build your vision

The purpose of organizing:

• Work Specialization is used to describe the

Other Types of Control:

Adjusting Controls For Cultural Differences

• John Walker. (2012). Introduction to

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