大部分餐飲管理者都是靠經驗式來管理,會用自己曾經經歷過的經驗方法來駕御自己團隊.例如科學家曾經做了一個實驗,把4只猩猩關進一個籠子里,然后在籠子上面放一排香蕉,香蕉下面放一把梯子，當猩猩看到香蕉時，本能會想過去吃香蕉，于是猩猩A就走過去，當猩猩A碰到梯子要往上爬時，科學家就放水，猩猩A越往上爬水越
大部分餐飲管理(li)(li)(li)者都(dou)是(shi)(shi)(shi)靠經(jing)(jing)(jing)驗(yan)式(shi)(shi)來(lai)(lai)(lai)管理(li)(li)(li),會(hui)用自己(ji)曾經(jing)(jing)(jing)經(jing)(jing)(jing)歷過(guo)(guo)的(de)經(jing)(jing)(jing)驗(yan)方(fang)法(fa)來(lai)(lai)(lai)駕(jia)御自己(ji)團(tuan)隊(dui). 例如(ru)科學(xue)(xue)(xue)家(jia)(jia)曾經(jing)(jing)(jing)做(zuo)了(le)一(yi)個(ge)實驗(yan),把(ba)(ba)4只(zhi)(zhi)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)關進(jin)一(yi)個(ge)籠子(zi)(zi)(zi)(zi)里,然后在(zai)(zai)籠子(zi)(zi)(zi)(zi)上面(mian)放一(yi)排香(xiang)蕉(jiao)(jiao),香(xiang)蕉(jiao)(jiao)下(xia)面(mian)放一(yi)把(ba)(ba)梯子(zi)(zi)(zi)(zi)，當(dang)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)看到(dao)香(xiang)蕉(jiao)(jiao)時(shi)(shi)，本能會(hui)想(xiang)過(guo)(guo)去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)吃香(xiang)蕉(jiao)(jiao)，于(yu)(yu)是(shi)(shi)(shi)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)A就(jiu)(jiu)走(zou)過(guo)(guo)去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)，當(dang)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)A碰(peng)到(dao)梯子(zi)(zi)(zi)(zi)要往(wang)上爬時(shi)(shi)，科學(xue)(xue)(xue)家(jia)(jia)就(jiu)(jiu)放水，猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)A越(yue)往(wang)上爬水越(yue)大，猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)A沒有(you)辦法(fa)再往(wang)上爬，于(yu)(yu)是(shi)(shi)(shi)就(jiu)(jiu)回(hui)去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)了(le)。過(guo)(guo)了(le)一(yi)會(hui)兒猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)B也(ye)想(xiang)去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)吃香(xiang)蕉(jiao)(jiao)，當(dang)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)B走(zou)過(guo)(guo)去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)碰(peng)到(dao)梯子(zi)(zi)(zi)(zi)時(shi)(shi)，同樣科學(xue)(xue)(xue)家(jia)(jia)放水，把(ba)(ba)四只(zhi)(zhi)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)都(dou)淋到(dao)，猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)B也(ye)無法(fa)爬上去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)也(ye)回(hui)去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)。過(guo)(guo)了(le)1個(ge)小時(shi)(shi)，猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)C獨(du)自實在(zai)(zai)太餓也(ye)要去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)吃香(xiang)蕉(jiao)(jiao)，就(jiu)(jiu)走(zou)到(dao)梯子(zi)(zi)(zi)(zi)爬上去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)，同樣遭(zao)遇(yu)，同樣結果。于(yu)(yu)是(shi)(shi)(shi)一(yi)會(hui)兒猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)D還(huan)(huan)沒有(you)去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)試過(guo)(guo)，也(ye)要去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)吃，就(jiu)(jiu)走(zou)過(guo)(guo)去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)梯子(zi)(zi)(zi)(zi)哪里。當(dang)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)D還(huan)(huan)沒有(you)碰(peng)到(dao)梯子(zi)(zi)(zi)(zi)時(shi)(shi)候，就(jiu)(jiu)被(bei)其他3只(zhi)(zhi)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)抓(zhua)回(hui)去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)，打(da)(da)了(le)一(yi)頓。猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)D隱隱約約感覺到(dao)自己(ji)被(bei)打(da)(da)，和(he)吃香(xiang)蕉(jiao)(jiao)和(he)爬梯子(zi)(zi)(zi)(zi)有(you)一(yi)定(ding)聯系。這(zhe)時(shi)(shi)科學(xue)(xue)(xue)家(jia)(jia)把(ba)(ba)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)A放了(le)出來(lai)(lai)(lai)，放進(jin)出猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)E，猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)E不知道(dao)(dao)之前發(fa)生什么(me)事情(qing)，因為新來(lai)(lai)(lai)的(de)。于(yu)(yu)是(shi)(shi)(shi)本能反應也(ye)要去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)吃香(xiang)蕉(jiao)(jiao)，當(dang)走(zou)到(dao)梯子(zi)(zi)(zi)(zi)面(mian)前還(huan)(huan)沒有(you)碰(peng)到(dao)梯子(zi)(zi)(zi)(zi)，同樣被(bei)3只(zhi)(zhi)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)抓(zhua)回(hui)去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)打(da)(da)了(le)一(yi)頓，猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)E被(bei)打(da)(da)的(de)莫名(ming)其妙，不知道(dao)(dao)原因，同時(shi)(shi)剛才被(bei)打(da)(da)的(de)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)D這(zhe)次打(da)(da)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)E特別用力，別猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)打(da)(da)2下(xia)，它(ta)要多踢2腳。科學(xue)(xue)(xue)家(jia)(jia)又把(ba)(ba)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)B放出來(lai)(lai)(lai)，放進(jin)去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)F，猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)F看到(dao)香(xiang)蕉(jiao)(jiao)也(ye)要去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)吃，于(yu)(yu)是(shi)(shi)(shi)要走(zou)過(guo)(guo)去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)，還(huan)(huan)沒有(you)等猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)F走(zou)過(guo)(guo)去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)，就(jiu)(jiu)被(bei)3只(zhi)(zhi)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)抓(zhua)起來(lai)(lai)(lai)打(da)(da)一(yi)頓。猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)F被(bei)打(da)(da)也(ye)是(shi)(shi)(shi)莫名(ming)其妙，打(da)(da)它(ta)的(de)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)E也(ye)是(shi)(shi)(shi)不知道(dao)(dao)為什么(me)自己(ji)要打(da)(da)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)F，只(zhi)(zhi)知道(dao)(dao)自己(ji)剛進(jin)來(lai)(lai)(lai)是(shi)(shi)(shi)被(bei)其他猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)打(da)(da)，可能這(zhe)是(shi)(shi)(shi)這(zhe)里規(gui)矩(ju)。科學(xue)(xue)(xue)家(jia)(jia)陸續把(ba)(ba)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)C和(he)D放出來(lai)(lai)(lai)，放進(jin)去(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)(qu)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)猩(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)(xing)G和(he)I，結果遭(zao)遇(yu)都(dou)是(shi)(shi)(shi)一(yi)樣的(de)。這(zhe)就(jiu)(jiu)是(shi)(shi)(shi)經(jing)(jing)(jing)驗(yan)管理(li)(li)(li)的(de)形成。餐飲企業不管是(shi)(shi)(shi)廚房師傅(fu)(fu)帶(dai)徒弟的(de)管理(li)(li)(li)方(fang)式(shi)(shi),還(huan)(huan)是(shi)(shi)(shi)廳面(mian)管理(li)(li)(li)都(dou)帶(dai)著經(jing)(jing)(jing)驗(yan)式(shi)(shi)管理(li)(li)(li),以前我(wo)(wo)的(de)師傅(fu)(fu)是(shi)(shi)(shi)怎樣對我(wo)(wo)，現(xian)在(zai)(zai)我(wo)(wo)是(shi)(shi)(shi)師傅(fu)(fu)我(wo)(wo)也(ye)是(shi)(shi)(shi)這(zhe)樣對你。
這就(jiu)是(shi)現(xian)在大部(bu)分(fen)(fen)(fen)餐飲(yin)(yin)管(guan)(guan)理(li)者經(jing)驗(yan)式管(guan)(guan)理(li)。看(kan)到(dao)(dao)(dao)問(wen)題，不(bu)會(hui)進行分(fen)(fen)(fen)析(xi)，只(zhi)會(hui)馬(ma)上(shang)采取行動(dong)，最后問(wen)題解決了(le)，但(dan)(dan)(dan)以后也(ye)(ye)很快又發(fa)生了(le)。這是(shi)解決不(bu)徹底的(de)現(xian)狀。例如顧客投訴說湯里有(you)(you)(you)異物，主管(guan)(guan)一(yi)(yi)定有(you)(you)(you)很多方法來(lai)處(chu)(chu)(chu)理(li)，但(dan)(dan)(dan)處(chu)(chu)(chu)理(li)完(wan)后，就(jiu)忽略了(le)分(fen)(fen)(fen)析(xi)和記錄(lu)，到(dao)(dao)(dao)底是(shi)什么(me)原因(yin)，原因(yin)即(ji)使找到(dao)(dao)(dao)，也(ye)(ye)不(bu)想(xiang)(xiang)方法進行避免，方法想(xiang)(xiang)到(dao)(dao)(dao)了(le)也(ye)(ye)不(bu)落(luo)實執行，落(luo)實下去但(dan)(dan)(dan)也(ye)(ye)不(bu)去跟進，雖(sui)然也(ye)(ye)跟進但(dan)(dan)(dan)沒(mei)有(you)(you)(you)做記錄(lu)，最后也(ye)(ye)忘記是(shi)如何處(chu)(chu)(chu)理(li)，而且你自己知道，但(dan)(dan)(dan)你離開了(le)，下面的(de)人(ren)接工作就(jiu)不(bu)帶(dai)(dai)如何處(chu)(chu)(chu)理(li)了(le)。雖(sui)然有(you)(you)(you)記錄(lu)但(dan)(dan)(dan)沒(mei)有(you)(you)(you)拿出來(lai)用(yong)(yong)和分(fen)(fen)(fen)析(xi)，沒(mei)有(you)(you)(you)價值。只(zhi)能說資料(liao)越多，問(wen)題沒(mei)有(you)(you)(you)減(jian)少。這說明缺少流(liu)(liu)(liu)程(cheng)管(guan)(guan)理(li)。因(yin)為企(qi)業(ye)(ye)(ye)(ye)流(liu)(liu)(liu)程(cheng)其實企(qi)業(ye)(ye)(ye)(ye)馬(ma)路(lu)(lu)(lu)，企(qi)業(ye)(ye)(ye)(ye)沒(mei)有(you)(you)(you)馬(ma)路(lu)(lu)(lu)，那么(me)可見(jian)交(jiao)通一(yi)(yi)定是(shi)堵塞。一(yi)(yi)個(ge)城市經(jing)濟(ji)如何我(wo)們(men)(men)可以看(kan)這座城市的(de)馬(ma)路(lu)(lu)(lu)，一(yi)(yi)個(ge)企(qi)業(ye)(ye)(ye)(ye)管(guan)(guan)理(li)如何我(wo)們(men)(men)也(ye)(ye)可以看(kan)企(qi)業(ye)(ye)(ye)(ye)流(liu)(liu)(liu)程(cheng)。古(gu)人(ren)云要(yao)(yao)致富(fu)先(xian)修路(lu)(lu)(lu)。只(zhi)有(you)(you)(you)把(ba)馬(ma)路(lu)(lu)(lu)修好(hao)才能帶(dai)(dai)動(dong)經(jing)濟(ji)。一(yi)(yi)個(ge)餐飲(yin)(yin)企(qi)業(ye)(ye)(ye)(ye)要(yao)(yao)想(xiang)(xiang)管(guan)(guan)理(li)到(dao)(dao)(dao)位就(jiu)必須先(xian)把(ba)流(liu)(liu)(liu)程(cheng)制(zhi)定好(hao)。不(bu)凡我(wo)們(men)(men)就(jiu)從(cong)城市馬(ma)路(lu)(lu)(lu)與企(qi)業(ye)(ye)(ye)(ye)流(liu)(liu)(liu)程(cheng)做一(yi)(yi)個(ge)比較(jiao)，來(lai)啟(qi)發(fa)大家對流(liu)(liu)(liu)程(cheng)設計的(de)認識。城市馬(ma)路(lu)(lu)(lu) 企(qi)業(ye)(ye)(ye)(ye)流(liu)(liu)(liu)程(cheng)城市馬(ma)路(lu)(lu)(lu)小，會(hui)堵車，延(yan)長開車時間；企(qi)業(ye)(ye)(ye)(ye)流(liu)(liu)(liu)程(cheng)少，員工遇到(dao)(dao)(dao)問(wen)題不(bu)知如何處(chu)(chu)(chu)理(li)，耽(dan)誤時間.城市馬(ma)路(lu)(lu)(lu)要(yao)(yao)想(xiang)(xiang)交(jiao)通順暢，還需(xu)要(yao)(yao)交(jiao)警指揮協調，違章要(yao)(yao)手處(chu)(chu)(chu)罰； 企(qi)業(ye)(ye)(ye)(ye)流(liu)(liu)(liu)程(cheng)要(yao)(yao)想(xiang)(xiang)發(fa)揮作用(yong)(yong)，還需(xu)要(yao)(yao)管(guan)(guan)理(li)者一(yi)(yi)套控制(zhi)標(biao)準，違歸者如何處(chu)(chu)(chu)理(li)。
城市(shi)(shi)馬(ma)路(lu)需要(yao)(yao)整體(ti)規劃(hua)，因(yin)城市(shi)(shi)發(fa)展(zhan)不(bu)同需要(yao)(yao)進行規劃(hua)。 企(qi)業(ye)流(liu)(liu)(liu)程(cheng)(cheng)要(yao)(yao)管理(li)者整體(ti)來制(zhi)(zhi)定，要(yao)(yao)不(bu)斷在營運過程(cheng)(cheng)中(zhong)發(fa)現(xian)流(liu)(liu)(liu)程(cheng)(cheng)不(bu)足，定期(qi)修訂新的流(liu)(liu)(liu)程(cheng)(cheng)和更(geng)改流(liu)(liu)(liu)程(cheng)(cheng)，如(ru)顧(gu)客(ke)投訴流(liu)(liu)(liu)程(cheng)(cheng)，采購流(liu)(liu)(liu)程(cheng)(cheng)等(deng)。 城市(shi)(shi)馬(ma)路(lu)需要(yao)(yao)紅綠燈(deng)標志(zhi)，使人能夠自(zi)(zi)覺。 企(qi)業(ye)流(liu)(liu)(liu)程(cheng)(cheng)也(ye)需要(yao)(yao)獎懲(cheng)制(zhi)(zhi)度，使員工自(zi)(zi)覺遵守(shou)。 這(zhe)(zhe)個(ge)城市(shi)(shi)經常(chang)堵(du)車，是(shi)(shi)(shi)(shi)因(yin)為(wei)車數(shu)量與馬(ma)路(lu)容量不(bu)成正比。 這(zhe)(zhe)個(ge)企(qi)業(ye)經常(chang)出現(xian)問(wen)(wen)題(ti)，是(shi)(shi)(shi)(shi)因(yin)為(wei)員工企(qi)業(ye)沒有(you)流(liu)(liu)(liu)程(cheng)(cheng)或流(liu)(liu)(liu)程(cheng)(cheng)不(bu)夠。 是(shi)(shi)(shi)(shi)先(xian)(xian)有(you)車還是(shi)(shi)(shi)(shi)先(xian)(xian)有(you)路(lu)，這(zhe)(zhe)個(ge)問(wen)(wen)題(ti)是(shi)(shi)(shi)(shi)看決策(ce)者的思想。 是(shi)(shi)(shi)(shi)先(xian)(xian)有(you)雞(ji)還是(shi)(shi)(shi)(shi)先(xian)(xian)有(you)蛋，這(zhe)(zhe)個(ge)選(xuan)擇(ze)就看顧(gu)客(ke)是(shi)(shi)(shi)(shi)先(xian)(xian)點(dian)雞(ji)還是(shi)(shi)(shi)(shi)先(xian)(xian)要(yao)(yao)蛋。如(ru)果顧(gu)客(ke)先(xian)(xian)點(dian)雞(ji)就先(xian)(xian)有(you)雞(ji)，顧(gu)客(ke)先(xian)(xian)要(yao)(yao)蛋就先(xian)(xian)有(you)蛋，企(qi)業(ye)流(liu)(liu)(liu)程(cheng)(cheng)是(shi)(shi)(shi)(shi)根據顧(gu)客(ke)需求而(er)設的，什么是(shi)(shi)(shi)(shi)顧(gu)客(ke)最緊(jin)急的，就先(xian)(xian)設定哪(na)個(ge)流(liu)(liu)(liu)程(cheng)(cheng)。
也許我們(men)做(zuo)主管(guan)(guan)已(yi)經好多(duo)年，各種服(fu)務技(ji)巧(qiao)和(he)出品技(ji)能有很多(duo)經驗都(dou)很熟悉，如果(guo)遇(yu)到(dao)一(yi)個什么(me)問(wen)題(ti)，解決(jue)方法(fa)一(yi)點(dian)都(dou)沒(mei)有問(wen)題(ti)，但(dan)(dan)往往發現(xian)雖然這次解決(jue)了，但(dan)(dan)下次呢(ni)？同樣又出現(xian)，每天開會(hui)解決(jue)問(wen)題(ti)都(dou)是那幾個，一(yi)點(dian)都(dou)沒(mei)有改變(bian)，又怎(zen)么(me)能讓工作效(xiao)率提高呢(ni)？這些都(dou)是經驗式(shi)管(guan)(guan)理的(de)結(jie)果(guo)。如果(guo)我們(men)不(bu)改變(bian)經驗式(shi)管(guan)(guan)理，那么(me)會(hui)出現(xian)哪些特(te)點(dian)呢(ni)？
1、所(suo)有(you)權(quan)(quan)(quan)和經營(ying)權(quan)(quan)(quan)未分(fen)(fen)離,所(suo)有(you)權(quan)(quan)(quan)是(shi)使老板(ban)和股(gu)東,經營(ying)權(quan)(quan)(quan)指(zhi)營(ying)業管(guan)理權(quan)(quan)(quan),一般集權(quan)(quan)(quan)中(zhong)心嚴重,大部(bu)分(fen)(fen)權(quan)(quan)(quan)力都集中(zhong)在所(suo)有(you)權(quan)(quan)(quan)人(ren)身上(shang)(shang)(shang),大部(bu)分(fen)(fen)工作(zuo)都要(yao)向上(shang)(shang)(shang)指(zhi)示才可(ke)以開展(zhan),經營(ying)者(zhe)不(bu)知道(dao)什么是(shi)自己該確(que)定(ding)(ding),什么不(bu)是(shi)自己確(que)定(ding)(ding),所(suo)以效率很(hen)低.士氣很(hen)底.上(shang)(shang)(shang)面(mian)(mian)很(hen)辛苦,中(zhong)間(jian)很(hen)被(bei)動,下(xia)面(mian)(mian)很(hen)依賴.上(shang)(shang)(shang)面(mian)(mian)為(wei)什么辛苦呢?很(hen)多事情都需要(yao)他(ta)的決(jue)(jue)策,就(jiu)連店里面(mian)(mian)做促銷要(yao)發(fa)多少宣(xuan)傳單(dan)都要(yao)上(shang)(shang)(shang)面(mian)(mian)決(jue)(jue)定(ding)(ding), 做一個招聘廣告需要(yao)幾(ji)百元都要(yao)上(shang)(shang)(shang)面(mian)(mian)(指(zhi)老板(ban))決(jue)(jue)定(ding)(ding),等(deng)等(deng)上(shang)(shang)(shang)面(mian)(mian)能(neng)不(bu)累嗎?中(zhong)間(jian)做事就(jiu)比較被(bei)動, 當然這(zhe)也是(shi)沒(mei)有(you)辦法(fa),中(zhong)間(jian)能(neng)力有(you)限想讓他(ta)們自己決(jue)(jue)定(ding)(ding),但是(shi)他(ta)們拿不(bu)了(le)主意.或(huo)者(zhe)做了(le)但效果不(bu)好,因為(wei)中(zhong)間(jian)(店長和管(guan)理者(zhe))能(neng)力不(bu)夠,做事沒(mei)有(you)計劃性,檢(jian)討性.所(suo)以上(shang)(shang)(shang)面(mian)(mian)不(bu)放心.
下面更是(shi)(shi)依(yi)賴管(guan)(guan)理者,管(guan)(guan)理者有(you)(you)(you)(you)在(zai)積極(ji)點,管(guan)(guan)理者不(bu)(bu)在(zai)就想辦(ban)法偷懶.這是(shi)(shi)所(suo)有(you)(you)(you)(you)權(quan)(quan)(quan)(quan)(quan)和(he)經營(ying)(ying)權(quan)(quan)(quan)(quan)(quan)沒有(you)(you)(you)(you)分開原因.那么(me)要如何把(ba)所(suo)有(you)(you)(you)(you)權(quan)(quan)(quan)(quan)(quan)和(he)經營(ying)(ying)權(quan)(quan)(quan)(quan)(quan)分開呢(ni)?我們不(bu)(bu)凡學習麥(mai)(mai)(mai)當(dang)勞管(guan)(guan)理,界定清(qing)楚什么(me)是(shi)(shi)所(suo)有(you)(you)(you)(you)權(quan)(quan)(quan)(quan)(quan)人(加(jia)(jia)盟(meng)(meng)(meng)商(shang))管(guan)(guan)理,什么(me)是(shi)(shi)經營(ying)(ying)權(quan)(quan)(quan)(quan)(quan)(麥(mai)(mai)(mai)當(dang)勞總(zong)部(bu)(bu))管(guan)(guan)理的,麥(mai)(mai)(mai)當(dang)勞對加(jia)(jia)盟(meng)(meng)(meng)商(shang)的管(guan)(guan)理也有(you)(you)(you)(you)很(hen)多要求,該(gai)加(jia)(jia)盟(meng)(meng)(meng)老板(ban)自己決定,麥(mai)(mai)(mai)當(dang)勞決不(bu)(bu)干涉,但有(you)(you)(you)(you)些(xie)項(xiang)目(mu),加(jia)(jia)盟(meng)(meng)(meng)商(shang)必(bi)須服從麥(mai)(mai)(mai)當(dang)勞總(zong)部(bu)(bu)安(an)排和(he)接受檢查,就例如食(shi)品統(tong)一標準,必(bi)須嚴格按總(zong)部(bu)(bu)要求履行.即使(shi)你(ni)是(shi)(shi)加(jia)(jia)盟(meng)(meng)(meng)老板(ban)也決不(bu)(bu)能反對.所(suo)以麥(mai)(mai)(mai)當(dang)勞可以在(zai)全球122個國家開3萬多家店.營(ying)(ying)業額(e)近400億美(mei)金,就是(shi)(shi)有(you)(you)(you)(you)賴于所(suo)有(you)(you)(you)(you)權(quan)(quan)(quan)(quan)(quan)和(he)經營(ying)(ying)權(quan)(quan)(quan)(quan)(quan)分離.
2、決(jue)(jue)策(ce)沒(mei)有(you)(you)科學程序,決(jue)(jue)策(ce)靠(kao)(kao)經(jing)驗(yan)(yan)判斷(duan),而沒(mei)有(you)(you)數(shu)(shu)(shu)據(ju)(ju),因為決(jue)(jue)策(ce)的(de)前(qian)提(ti)是(shi)數(shu)(shu)(shu)據(ju)(ju),但(dan)(dan)餐飲管理(li)者(zhe)往往缺少數(shu)(shu)(shu)據(ju)(ju)來源(yuan),靠(kao)(kao)直覺和(he)經(jing)驗(yan)(yan)判斷(duan).靠(kao)(kao)直覺和(he)經(jing)驗(yan)(yan)判斷(duan)會有(you)(you)什么后果呢?例(li)如選擇店(dian)(dian)址我(wo)們現在更(geng)多(duo)(duo)(duo)靠(kao)(kao)直覺和(he)判斷(duan),那么有(you)(you)些(xie)店(dian)(dian)生(sheng)意就好(hao)(hao),有(you)(you)些(xie)店(dian)(dian)生(sheng)意就不好(hao)(hao),每天都有(you)(you)很多(duo)(duo)(duo)餐廳關門倒閉(bi),店(dian)(dian)轉(zhuan)來轉(zhuan)去,但(dan)(dan)肯(ken)德(de)雞(ji)選擇店(dian)(dian)址更(geng)多(duo)(duo)(duo)靠(kao)(kao)數(shu)(shu)(shu)據(ju)(ju)來決(jue)(jue)策(ce),所以肯(ken)德(de)雞(ji)能開(kai)1萬(wan)多(duo)(duo)(duo)家(jia)(jia),麥(mai)當勞能開(kai)3萬(wan)多(duo)(duo)(duo)家(jia)(jia),我(wo)們餐廳又能開(kai)多(duo)(duo)(duo)少家(jia)(jia)呢?如肯(ken)德(de)雞(ji)采(cai)取記(ji)分(fen)(fen)(fen)法,商(shang)場(chang)營業(ye)額1000萬(wan)計(ji)算1分(fen)(fen)(fen),增加1千萬(wan)加1分(fen)(fen)(fen),地鐵和(he)公交(jiao)路線有(you)(you)不同分(fen)(fen)(fen)值,行人(ren)(ren)方向流(liu)量有(you)(you)多(duo)(duo)(duo)大,這些(xie)都要派人(ren)(ren)進行實地捏表測量,有(you)(you)多(duo)(duo)(duo)少人(ren)(ren)經(jing)過(guo)該位(wei)置,選址人(ren)(ren)員(yuan)將采(cai)集回來數(shu)(shu)(shu)據(ju)(ju)輸(shu)入(ru)專業(ye)計(ji)算機軟(ruan)件,測算出該區(qu)投資的(de)*額度(du),一旦超(chao)過(guo)公司規定投資額,肯(ken)德(de)機就會放棄這個商(shang)圈.這是(shi)數(shu)(shu)(shu)據(ju)(ju)決(jue)(jue)策(ce)的(de)結果.如果我(wo)們沒(mei)能靠(kao)(kao)數(shu)(shu)(shu)據(ju)(ju)來決(jue)(jue)策(ce)的(de)話,我(wo)們又怎(zen)能多(duo)(duo)(duo)開(kai)連鎖店(dian)(dian)呢?怎(zen)能開(kai)一家(jia)(jia)好(hao)(hao)一家(jia)(jia)呢?
還有年度預算,我們制定營(ying)(ying)業(ye)額(e)(e)目標(biao)出(chu)(chu)來(lai),主(zhu)要通過哪些數據來(lai)的(de)呢?這些數據夠嗎(ma)?這些數據來(lai)源(yuan)確實嗎(ma)?還是自(zi)己靠(kao)自(zi)己店每年營(ying)(ying)業(ye)經(jing)驗來(lai)決策(ce)營(ying)(ying)業(ye)額(e)(e)目標(biao)呢?那么到底預算出(chu)(chu)來(lai)目標(biao)和成本,又有什么用呢?沒(mei)有辦法利用預算來(lai)提高(gao)營(ying)(ying)業(ye)額(e)(e).
3、缺乏合(he)(he)理(li)(li)的規(gui)章制(zhi)(zhi)(zhi)(zhi)度(du),就(jiu)例(li)如喝(he)酒駕(jia)駛,制(zhi)(zhi)(zhi)(zhi)度(du)會罰(fa)款50元,但司(si)機說(shuo)沒有(you)(you)(you)喝(he)酒,你要罰(fa)款要進行(xing)酒精檢測,那(nei)么酒精檢測費高于50元,所(suo)以(yi)制(zhi)(zhi)(zhi)(zhi)度(du)沒有(you)(you)(you)非常好執行(xing),因(yin)為(wei)制(zhi)(zhi)(zhi)(zhi)度(du)不合(he)(he)理(li)(li).同樣公司(si)規(gui)定制(zhi)(zhi)(zhi)(zhi)度(du)要求(qiu)(qiu)員工上班要穿(chuan)(chuan)(chuan)制(zhi)(zhi)(zhi)(zhi)服(fu),但是(shi)制(zhi)(zhi)(zhi)(zhi)服(fu)只有(you)(you)(you)一套(tao),夏(xia)天(tian)穿(chuan)(chuan)(chuan)差不多,冬天(tian)員工穿(chuan)(chuan)(chuan)會著涼,什么辦不穿(chuan)(chuan)(chuan)制(zhi)(zhi)(zhi)(zhi)服(fu)還是(shi)穿(chuan)(chuan)(chuan)呢?穿(chuan)(chuan)(chuan)違反(fan)公司(si)以(yi)人為(wei)本(ben)文化(hua),不穿(chuan)(chuan)(chuan)違反(fan)制(zhi)(zhi)(zhi)(zhi)度(du)要求(qiu)(qiu).所(suo)以(yi)制(zhi)(zhi)(zhi)(zhi)度(du)要求(qiu)(qiu)有(you)(you)(you)沖突不合(he)(he)理(li)(li).這就(jiu)是(shi)制(zhi)(zhi)(zhi)(zhi)度(du)制(zhi)(zhi)(zhi)(zhi)定合(he)(he)理(li)(li)性(xing).
4、制(zhi)度(du)(du)制(zhi)定出(chu)來沒(mei)有(you)統一(yi)執(zhi)行(xing), 每天要(yao)求員工(gong)(gong)(gong)(gong)不(bu)(bu)能遲到,自(zi)己(ji)經常遲到,要(yao)求員工(gong)(gong)(gong)(gong)不(bu)(bu)能在公司范圍抽煙,自(zi)己(ji)卻在辦公室(shi)抽煙.要(yao)求員工(gong)(gong)(gong)(gong)節約成本,自(zi)己(ji)空調開20度(du)(du)以下,要(yao)求員工(gong)(gong)(gong)(gong)做好(hao)服(fu)務,自(zi)己(ji)卻經常發脾氣,動不(bu)(bu)動就(jiu)罵(ma)員工(gong)(gong)(gong)(gong).所(suo)以再(zai)好(hao)的制(zhi)度(du)(du)都(dou)執(zhi)行(xing)不(bu)(bu)到位原因是主管遵(zun)守不(bu)(bu)夠.制(zhi)度(du)(du)不(bu)(bu)完善,例如(ru)員工(gong)(gong)(gong)(gong)遲到有(you)扣(kou)錢(qian),員工(gong)(gong)(gong)(gong)沒(mei)有(you)服(fu)務好(hao)客人什么辦?員工(gong)(gong)(gong)(gong)不(bu)(bu)穿制(zhi)服(fu)有(you)處罰,那么對同(tong)事不(bu)(bu)禮(li)貌什么辦?
5、缺乏合(he)(he)理(li)的(de)(de)分工(gong)(gong)(gong)(gong)(gong),張三(san)(san)工(gong)(gong)(gong)(gong)(gong)作(zuo)很(hen)(hen)忙很(hen)(hen)辛(xin)苦,但李四沒有(you)(you)事(shi)情做(zuo)(zuo),這是(shi)(shi)工(gong)(gong)(gong)(gong)(gong)作(zuo)分工(gong)(gong)(gong)(gong)(gong)不(bu)(bu)(bu)(bu)(bu)合(he)(he)理(li)導致,主(zhu)管(guan)很(hen)(hen)忙但下屬(shu)沒事(shi)做(zuo)(zuo),這是(shi)(shi)餐(can)飲企(qi)業(ye)(ye)(ye)現狀(zhuang),越(yue)(yue)是(shi)(shi)高層越(yue)(yue)是(shi)(shi)忙,因(yin)為大家分工(gong)(gong)(gong)(gong)(gong)不(bu)(bu)(bu)(bu)(bu)合(he)(he)理(li),管(guan)理(li)者(zhe)不(bu)(bu)(bu)(bu)(bu)知(zhi)道(dao)哪些是(shi)(shi)自(zi)己該(gai)(gai)做(zuo)(zuo),那些是(shi)(shi)不(bu)(bu)(bu)(bu)(bu)該(gai)(gai)做(zuo)(zuo).就例(li)(li)一位合(he)(he)格店(dian)長(chang)應該(gai)(gai)重(zhong)點放在(zai)分析顧(gu)客(ke)(ke)需求,整合(he)(he)資(zi)(zi)(zi)源來滿足顧(gu)客(ke)(ke)需求,把(ba)資(zi)(zi)(zi)源合(he)(he)理(li)分配好,并監(jian)督好主(zhu)管(guan)使用(yong)資(zi)(zi)(zi)源有(you)(you)效性,這才(cai)能使企(qi)業(ye)(ye)(ye)健(jian)康(kang)賺錢(qian)(qian),但是(shi)(shi)往往店(dian)長(chang)工(gong)(gong)(gong)(gong)(gong)作(zuo)重(zhong)點不(bu)(bu)(bu)(bu)(bu)是(shi)(shi)在(zai)這里研究,而(er)是(shi)(shi)和(he)員工(gong)(gong)(gong)(gong)(gong)一起(qi)忙碌服務客(ke)(ke)人,感覺到店(dian)長(chang)很(hen)(hen)忙,但是(shi)(shi)生意(yi)卻不(bu)(bu)(bu)(bu)(bu)見好轉.越(yue)(yue)是(shi)(shi)忙碌越(yue)(yue)出問(wen)題(ti),原(yuan)因(yin)是(shi)(shi)分工(gong)(gong)(gong)(gong)(gong)不(bu)(bu)(bu)(bu)(bu)合(he)(he)理(li).所以(yi)只能短期(qi)讓餐(can)廳(ting)賺到錢(qian)(qian),但是(shi)(shi)不(bu)(bu)(bu)(bu)(bu)健(jian)康(kang)賺錢(qian)(qian),是(shi)(shi)在(zai)透支企(qi)業(ye)(ye)(ye)資(zi)(zi)(zi)源,是(shi)(shi)拿(na)明天(tian)的(de)(de)資(zi)(zi)(zi)源來賺今天(tian)的(de)(de)錢(qian)(qian),所以(yi)餐(can)飲企(qi)業(ye)(ye)(ye)壽命很(hen)(hen)短,原(yuan)因(yin)就是(shi)(shi)資(zi)(zi)(zi)源使用(yong)不(bu)(bu)(bu)(bu)(bu)合(he)(he)理(li),到最(zui)后發(fa)現資(zi)(zi)(zi)源都用(yong)完了,企(qi)業(ye)(ye)(ye)自(zi)然(ran)就賺不(bu)(bu)(bu)(bu)(bu)到錢(qian)(qian).例(li)(li)如曾經(jing)有(you)(you)家餐(can)廳(ting)剛開業(ye)(ye)(ye)時候生意(yi)很(hen)(hen)好,但是(shi)(shi)經(jing)過三(san)(san)個(ge)月后生意(yi)慢慢淡了,原(yuan)因(yin)就是(shi)(shi)剛開業(ye)(ye)(ye)時顧(gu)客(ke)(ke)為了品嘗新,但經(jing)過三(san)(san)個(ge)月后發(fa)現餐(can)廳(ting)一點都沒有(you)(you)創新,每天(tian)都是(shi)(shi)那些菜品,而(er)且員工(gong)(gong)(gong)(gong)(gong)工(gong)(gong)(gong)(gong)(gong)作(zuo)很(hen)(hen)辛(xin)苦,第二天(tian)精神自(zi)然(ran)不(bu)(bu)(bu)(bu)(bu)好,更談不(bu)(bu)(bu)(bu)(bu)起(qi)服務如何?最(zui)起(qi)碼顧(gu)客(ke)(ke)點菜,都會上錯(cuo),而(er)且上菜速(su)度很(hen)(hen)慢.就這樣生意(yi)越(yue)(yue)來越(yue)(yue)差.所以(yi)店(dian)長(chang)主(zhu)要(yao)該(gai)(gai)做(zuo)(zuo)合(he)(he)理(li)分工(gong)(gong)(gong)(gong)(gong),認識自(zi)己什(shen)(shen)么(me)(me)是(shi)(shi)該(gai)(gai)做(zuo)(zuo),什(shen)(shen)么(me)(me)需要(yao)交給員工(gong)(gong)(gong)(gong)(gong)去做(zuo)(zuo),什(shen)(shen)么(me)(me)不(bu)(bu)(bu)(bu)(bu)能做(zuo)(zuo)?什(shen)(shen)么(me)(me)可以(yi)以(yi)后在(zai)做(zuo)(zuo).合(he)(he)理(li)分工(gong)(gong)(gong)(gong)(gong),合(he)(he)理(li)分配資(zi)(zi)(zi)源.餐(can)廳(ting)才(cai)能健(jian)康(kang)賺錢(qian)(qian).
6、師(shi)(shi)傅(fu)(fu)帶(dai)徒弟(di)(di)(di)的(de)(de)(de)管理(li)方式,徒弟(di)(di)(di)要(yao)(yao)學(xue)一(yi)(yi)門手(shou)藝(yi)那么(me)什(shen)(shen)(shen)么(me)都(dou)要(yao)(yao)聽老(lao)大的(de)(de)(de),不(bu)(bu)(bu)(bu)(bu)管你的(de)(de)(de)想法怎(zen)樣,只要(yao)(yao)很(hen)老(lao)大想法不(bu)(bu)(bu)(bu)(bu)一(yi)(yi)樣,就(jiu)(jiu)(jiu)是(shi)(shi)(shi)錯的(de)(de)(de),不(bu)(bu)(bu)(bu)(bu)會(hui)傾(qing)聽徒弟(di)(di)(di)的(de)(de)(de)任(ren)何建議.老(lao)大心情(qing)好(hao)就(jiu)(jiu)(jiu)對(dui)你好(hao)點,心情(qing)不(bu)(bu)(bu)(bu)(bu)好(hao)就(jiu)(jiu)(jiu)罵(ma)你出(chu)氣(qi),你要(yao)(yao)學(xue)一(yi)(yi)門手(shou)藝(yi)不(bu)(bu)(bu)(bu)(bu)經過3年你學(xue)不(bu)(bu)(bu)(bu)(bu)到(dao).這(zhe)(zhe)是(shi)(shi)(shi)行(xing)(xing)規(gui).所(suo)以導致老(lao)大的(de)(de)(de)位置(zhi)很(hen)難(nan)有(you)人(ren)能取(qu)締,所(suo)以老(lao)大地位很(hen)高.除(chu)了老(lao)板就(jiu)(jiu)(jiu)是(shi)(shi)(shi)老(lao)大.那么(me)就(jiu)(jiu)(jiu)會(hui)導致企(qi)業管理(li)很(hen)難(nan)提升(sheng)上去,很(hen)多管理(li)制度和標(biao)準(zhun)到(dao)了下(xia)面執(zhi)(zhi)行(xing)(xing),總是(shi)(shi)(shi)執(zhi)(zhi)行(xing)(xing)不(bu)(bu)(bu)(bu)(bu)到(dao)位.廳(ting)面服(fu)(fu)務還停留在(zai)(zai)跑堂,古代叫伙計,伙計就(jiu)(jiu)(jiu)是(shi)(shi)(shi)客(ke)(ke)人(ren)點菜(cai)你記,現(xian)在(zai)(zai)是(shi)(shi)(shi)服(fu)(fu)務員(yuan),工作(zuo)行(xing)(xing)為要(yao)(yao)讓顧客(ke)(ke)心服(fu)(fu)口服(fu)(fu),提供服(fu)(fu)務要(yao)(yao)務實(shi)專(zhuan)業意思,不(bu)(bu)(bu)(bu)(bu)能只停留在(zai)(zai)顧客(ke)(ke)點菜(cai)你記錄,而且(qie)要(yao)(yao)成為顧客(ke)(ke)私人(ren)營(ying)養顧問,給(gei)客(ke)(ke)人(ren)提供合適菜(cai)品(pin),健(jian)康均勻營(ying)養食品(pin),這(zhe)(zhe)才是(shi)(shi)(shi)我(wo)們(men)(men)要(yao)(yao)做的(de)(de)(de),但是(shi)(shi)(shi)往往有(you)些餐廳(ting)不(bu)(bu)(bu)(bu)(bu)是(shi)(shi)(shi)這(zhe)(zhe)樣,還是(shi)(shi)(shi)被動服(fu)(fu)務和不(bu)(bu)(bu)(bu)(bu)專(zhuan)業服(fu)(fu)務.導致這(zhe)(zhe)些問題的(de)(de)(de)原因(yin)是(shi)(shi)(shi)師(shi)(shi)傅(fu)(fu)帶(dai)徒弟(di)(di)(di)管理(li)方式,員(yuan)工缺少(shao)創意,缺少(shao)主動,能力提升(sheng)速度很(hen)慢,沒有(you)標(biao)準(zhun),如果師(shi)(shi)傅(fu)(fu)走人(ren),徒弟(di)(di)(di)就(jiu)(jiu)(jiu)傻了,因(yin)為不(bu)(bu)(bu)(bu)(bu)知道什(shen)(shen)(shen)么(me)做?因(yin)為師(shi)(shi)傅(fu)(fu)告(gao)訴他炒菜(cai)要(yao)(yao)放少(shao)許(xu)鹽,少(shao)許(xu)味(wei)精,少(shao)許(xu)淀粉(fen).但這(zhe)(zhe)少(shao)許(xu)每次都(dou)是(shi)(shi)(shi)師(shi)(shi)傅(fu)(fu)在(zai)(zai)旁邊看,現(xian)在(zai)(zai)師(shi)(shi)傅(fu)(fu)不(bu)(bu)(bu)(bu)(bu)在(zai)(zai)旁邊我(wo)這(zhe)(zhe)少(shao)許(xu)到(dao)底是(shi)(shi)(shi)放多少(shao)呢?沒有(you)標(biao)準(zhun)管理(li)又(you)如何提升(sheng)呢?如何培養后(hou)續(xu)人(ren)才呢?所(suo)以中(zhong)國很(hen)多什(shen)(shen)(shen)么(me)祖傳秘方就(jiu)(jiu)(jiu)這(zhe)(zhe)樣被埋(mai)沒了.但麥當勞人(ren)家是(shi)(shi)(shi)要(yao)(yao)求(qiu)很(hen)多標(biao)準(zhun),一(yi)(yi)杯可(ke)樂(le)放多少(shao)冰塊合適,所(suo)以我(wo)們(men)(men)在(zai)(zai)喝(he)可(ke)樂(le)時(shi)冰塊會(hui)隨(sui)著我(wo)們(men)(men)吸的(de)(de)(de)時(shi)間一(yi)(yi)直保持那種(zhong)不(bu)(bu)(bu)(bu)(bu)變的(de)(de)(de)口感.在(zai)(zai)炸薯(shu)條時(shi)多長時(shi)間,所(suo)以薯(shu)條出(chu)來的(de)(de)(de)口感都(dou)是(shi)(shi)(shi)一(yi)(yi)樣.但我(wo)們(men)(men)中(zhong)國人(ren)吃(chi)的(de)(de)(de)白米(mi)飯都(dou)已經幾百(bai)年了,可(ke)是(shi)(shi)(shi)煮出(chu)來白米(mi)飯今天(tian)比較硬點了,明天(tian)就(jiu)(jiu)(jiu)比較軟點,無法保持穩定.是(shi)(shi)(shi)什(shen)(shen)(shen)么(me)原因(yin)是(shi)(shi)(shi)師(shi)(shi)傅(fu)(fu)帶(dai)徒弟(di)(di)(di)原因(yin),沒有(you)標(biao)準(zhun)。
7、人治而非(fei)法(fa)治的(de)管(guan)(guan)理(li)理(li)念,靠人管(guan)(guan)人,而非(fei)制(zhi)(zhi)(zhi)度(du)管(guan)(guan)人,所以(yi)只要(yao)主(zhu)管(guan)(guan)一(yi)(yi)走開(kai),員(yuan)(yuan)(yuan)工(gong)就(jiu)(jiu)(jiu)失去動力(li).沒(mei)(mei)(mei)(mei)有(you)(you)發揮制(zhi)(zhi)(zhi)度(du)的(de)威力(li),制(zhi)(zhi)(zhi)度(du)雖然有(you)(you),但沒(mei)(mei)(mei)(mei)有(you)(you)主(zhu)管(guan)(guan)就(jiu)(jiu)(jiu)如(ru)果(guo)(guo)一(yi)(yi)把寶劍無人使(shi)用(yong)一(yi)(yi)樣如(ru)同(tong)廢品(pin).制(zhi)(zhi)(zhi)度(du)和主(zhu)管(guan)(guan)緊緊連在一(yi)(yi)起.員(yuan)(yuan)(yuan)工(gong)是(shi)害怕(pa)主(zhu)管(guan)(guan)而非(fei)擔(dan)心制(zhi)(zhi)(zhi)度(du)是(shi)否(fou)違歸. 就(jiu)(jiu)(jiu)例如(ru)員(yuan)(yuan)(yuan)工(gong)遲到,員(yuan)(yuan)(yuan)工(gong)不(bu)(bu)(bu)是(shi)害怕(pa)遲到會(hui)(hui)扣錢,而是(shi)擔(dan)心找人待打卡會(hui)(hui)不(bu)(bu)(bu)會(hui)(hui)被主(zhu)管(guan)(guan)看(kan)(kan)到,如(ru)果(guo)(guo)主(zhu)管(guan)(guan)沒(mei)(mei)(mei)(mei)有(you)(you)看(kan)(kan)到就(jiu)(jiu)(jiu)沒(mei)(mei)(mei)(mei)事.制(zhi)(zhi)(zhi)度(du)沒(mei)(mei)(mei)(mei)有(you)(you)發揮真正作(zuo)用(yong),制(zhi)(zhi)(zhi)度(du)作(zuo)用(yong)是(shi)主(zhu)管(guan)(guan)不(bu)(bu)(bu)在員(yuan)(yuan)(yuan)工(gong)照樣做好.因為制(zhi)(zhi)(zhi)度(du)包括懲(cheng)罰制(zhi)(zhi)(zhi)度(du)和獎勵制(zhi)(zhi)(zhi)度(du),制(zhi)(zhi)(zhi)度(du)不(bu)(bu)(bu)能僅(jin)僅(jin)是(shi)懲(cheng)罰或者獎勵,兩者都要(yao)有(you)(you).就(jiu)(jiu)(jiu)例如(ru)趕一(yi)(yi)頭驢(lv)進棚(peng)一(yi)(yi)樣,你(ni)如(ru)果(guo)(guo)使(shi)勁(jing)拿東西打它,驢(lv)脾氣是(shi)很撅,驢(lv)是(shi)不(bu)(bu)(bu)會(hui)(hui)進入棚(peng)的(de),但如(ru)果(guo)(guo)你(ni)給蘿(luo)卜在前面指導驢(lv)進棚(peng)的(de)話(hua),驢(lv)就(jiu)(jiu)(jiu)乖乖進去,這就(jiu)(jiu)(jiu)是(shi)獎勵.同(tong)樣如(ru)果(guo)(guo)只有(you)(you)獎勵制(zhi)(zhi)(zhi)度(du)沒(mei)(mei)(mei)(mei)有(you)(you)懲(cheng)罰制(zhi)(zhi)(zhi)度(du)很不(bu)(bu)(bu)行(xing),因為人不(bu)(bu)(bu)會(hui)(hui)滿足的(de),在人肚子餓(e)時(shi)候(hou)給他一(yi)(yi)碗飯吃(chi)是(shi)救命,給他第二碗飯是(shi)聽命,給第三碗飯是(shi)要(yao)命.所以(yi)我(wo)們更多(duo)要(yao)通過懲(cheng)罰和獎勵制(zhi)(zhi)(zhi)度(du)管(guan)(guan)理(li)方法(fa)要(yao)提(ti)升(sheng)員(yuan)(yuan)(yuan)工(gong)行(xing)為.
8、換(huan)領導就換(huan)制(zhi)度(du)(du)(du),有三種(zhong)情(qing)況一(yi)種(zhong)是一(yi)些(xie)(xie)主管不(bu)能接受別人留下(xia)來的制(zhi)度(du)(du)(du),為了體現自己在組(zu)織中(zhong)作用和地位,重新修(xiu)訂制(zhi)度(du)(du)(du).另一(yi)種(zhong)是這些(xie)(xie)制(zhi)度(du)(du)(du)只(zhi)有那位領導才有號召(zhao)力執行(xing),其他(ta)主管執行(xing)不(bu)下(xia)去,第三種(zhong)情(qing)況制(zhi)度(du)(du)(du)現在不(bu)符合(he)現階(jie)段(duan)需求要更新.
這(zhe)些就是(shi)經驗(yan)式(shi)管(guan)理(li)(li)的(de)特(te)點,現在中小餐飲企業都是(shi)靠著(zhu)經驗(yan)式(shi)管(guan)理(li)(li),一些餐飲集團公司正努力(li)從經驗(yan)式(shi)管(guan)理(li)(li)轉變科學管(guan)理(li)(li),所以處于(yu)上面科學管(guan)理(li)(li)框(kuang)架(jia)有了,但下(xia)面執行還是(shi)經驗(yan)式(shi)管(guan)理(li)(li)階段。
我們應(ying)該(gai)靠(kao)什么(me)來管理企業？
我(wo)們(men)要(yao)靠(kao)系(xi)(xi)統(tong)(tong)管(guan)理(li)和(he)標(biao)準管(guan)理(li)以(yi)及流程管(guan)理(li)，同樣企(qi)(qi)業(ye)缺(que)少系(xi)(xi)統(tong)(tong)，就(jiu)(jiu)(jiu)(jiu)變成(cheng)各(ge)部(bu)(bu)(bu)(bu)門各(ge)自(zi)做自(zi)己工作(zuo)，每(mei)個(ge)部(bu)(bu)(bu)(bu)門都完成(cheng)自(zi)己工作(zuo)，但完成(cheng)工作(zuo)效果不(bu)明(ming)顯。就(jiu)(jiu)(jiu)(jiu)例如一(yi)個(ge)農民在(zai)(zai)田里(li)干活，早上時(shi)(shi)候發現幾個(ge)象老板的(de)人(ren)來(lai)田里(li)，在(zai)(zai)田里(li)挖(wa)了一(yi)個(ge)坑，挖(wa)完就(jiu)(jiu)(jiu)(jiu)走了。下午(wu)又來(lai)幾個(ge)人(ren)，把(ba)這(zhe)個(ge)抗(kang)給填上。農民很奇怪，于是(shi)(shi)就(jiu)(jiu)(jiu)(jiu)走過去問，你們(men)問題早上挖(wa)抗(kang)下午(wu)填抗(kang)了，其(qi)(qi)中一(yi)個(ge)老板向(xiang)他(ta)解釋，是(shi)(shi)這(zhe)樣，今(jin)天是(shi)(shi)他(ta)們(men)公司植(zhi)樹(shu)節，公司舉辦(ban)植(zhi)樹(shu)活動(dong)(dong)。早上是(shi)(shi)人(ren)力資源部(bu)(bu)(bu)(bu)負責(ze)挖(wa)坑，下午(wu)是(shi)(shi)我(wo)們(men)業(ye)務(wu)部(bu)(bu)(bu)(bu)負責(ze)填坑，中午(wu)是(shi)(shi)行政(zheng)部(bu)(bu)(bu)(bu)負責(ze)放(fang)樹(shu)苗，但我(wo)不(bu)知道(dao)為(wei)什么(me)行政(zheng)部(bu)(bu)(bu)(bu)沒(mei)(mei)有(you)來(lai)，我(wo)要(yao)回去看問一(yi)下。因為(wei)我(wo)們(men)要(yao)確保自(zi)己工作(zuo)完成(cheng)所以(yi)沒(mei)(mei)有(you)辦(ban)法，我(wo)們(men)只(zhi)有(you)把(ba)坑填了。當他(ta)們(men)回去問行政(zheng)部(bu)(bu)(bu)(bu)時(shi)(shi)，行政(zheng)部(bu)(bu)(bu)(bu)反(fan)問說(shuo)，老板今(jin)天交代一(yi)個(ge)貴(gui)(gui)賓(bin)(bin)由行政(zheng)接(jie)待，這(zhe)個(ge)貴(gui)(gui)賓(bin)(bin)可(ke)是(shi)(shi)很重要(yao)，同時(shi)(shi)我(wo)們(men)在(zai)(zai)其(qi)(qi)他(ta)地區發展重要(yao)合作(zuo)伙伴，你說(shuo)我(wo)們(men)能(neng)不(bu)接(jie)待嗎？沒(mei)(mei)有(you)一(yi)個(ge)人(ren)敢說(shuo)不(bu)接(jie)待的(de)。你怪哪個(ge)部(bu)(bu)(bu)(bu)門，人(ren)力資源部(bu)(bu)(bu)(bu)也是(shi)(shi)準時(shi)(shi)挖(wa)坑，業(ye)務(wu)部(bu)(bu)(bu)(bu)也是(shi)(shi)準時(shi)(shi)填坑，但是(shi)(shi)效果有(you)嗎？沒(mei)(mei)有(you)。這(zhe)說(shuo)明(ming)一(yi)個(ge)企(qi)(qi)業(ye)系(xi)(xi)統(tong)(tong)缺(que)乏(fa)。沒(mei)(mei)有(you)系(xi)(xi)統(tong)(tong)管(guan)理(li)就(jiu)(jiu)(jiu)(jiu)無法讓企(qi)(qi)業(ye)聯(lian)動(dong)(dong)。一(yi)樣系(xi)(xi)統(tong)(tong)就(jiu)(jiu)(jiu)(jiu)是(shi)(shi)要(yao)發揮企(qi)(qi)業(ye)聯(lian)動(dong)(dong)功(gong)能(neng)。系(xi)(xi)統(tong)(tong)就(jiu)(jiu)(jiu)(jiu)好比(bi)一(yi)部(bu)(bu)(bu)(bu)車(che)的(de)零部(bu)(bu)(bu)(bu)件，在(zai)(zai)沒(mei)(mei)有(you)成(cheng)型之前，零部(bu)(bu)(bu)(bu)件都是(shi)(shi)獨立，形成(cheng)一(yi)部(bu)(bu)(bu)(bu)車(che)后，那么(me)一(yi)個(ge)零部(bu)(bu)(bu)(bu)件動(dong)(dong)其(qi)(qi)他(ta)零部(bu)(bu)(bu)(bu)件就(jiu)(jiu)(jiu)(jiu)會(hui)跟著動(dong)(dong)起來(lai)。這(zhe)就(jiu)(jiu)(jiu)(jiu)是(shi)(shi)系(xi)(xi)統(tong)(tong)要(yao)發揮的(de)功(gong)能(neng)。
這些管理標準(zhun)整合就是科(ke)學(xue)管理階段的誕生，那么(me)科(ke)學(xue)管理階段誕生后(hou)的特(te)點(dian)有那些呢？
1、所有(you)(you)(you)(you)權(quan)和經(jing)營(ying)(ying)權(quan)分(fen)(fen)開,單店有(you)(you)(you)(you)獨(du)立預(yu)算和經(jing)營(ying)(ying)權(quan),老(lao)(lao)(lao)(lao)板(ban)(ban)變成教練(lian)(lian)不(bu)是(shi)領(ling)導(dao),老(lao)(lao)(lao)(lao)板(ban)(ban)跑到(dao)圈外面,可(ke)(ke)(ke)以(yi)去(qu)打*,喝咖啡.看著分(fen)(fen)店在營(ying)(ying)運,自(zi)己只是(shi)起到(dao)訓練(lian)(lian)和引導(dao)作(zuo)(zuo)用,所以(yi)象王石一樣(yang)企業(ye)家可(ke)(ke)(ke)以(yi)登山,企業(ye)照樣(yang)運作(zuo)(zuo),老(lao)(lao)(lao)(lao)板(ban)(ban)可(ke)(ke)(ke)以(yi)外出渡假1個月企業(ye)照樣(yang)營(ying)(ying)運,不(bu)出問(wen)題(ti).不(bu)要遇到(dao)什么事情就要打電(dian)(dian)話(hua)給老(lao)(lao)(lao)(lao)板(ban)(ban).老(lao)(lao)(lao)(lao)板(ban)(ban)電(dian)(dian)話(hua)很(hen)忙,一旦老(lao)(lao)(lao)(lao)板(ban)(ban)電(dian)(dian)話(hua)幾天突然不(bu)響感覺很(hen)奇怪,不(bu)放心.老(lao)(lao)(lao)(lao)板(ban)(ban)自(zi)己都會打電(dian)(dian)話(hua)回去(qu)過問(wen)一下(xia),今天生意怎(zen)樣(yang)有(you)(you)(you)(you)什么問(wen)題(ti)嗎?這是(shi)不(bu)放心的(de)表現(xian).還(huan)有(you)(you)(you)(you)股東就是(shi)股東,只擁(yong)有(you)(you)(you)(you)分(fen)(fen)紅的(de)權(quan)益,不(bu)參與指手畫腳(jiao).如果股東有(you)(you)(you)(you)具體職位,那么該職位是(shi)你工作(zuo)(zuo)本份(fen),把(ba)他(ta)做(zuo)好就可(ke)(ke)(ke)以(yi),不(bu)參與其(qi)他(ta)工作(zuo)(zuo)管理.
餐廳內部(bu)管(guan)理界定比(bi)較清楚.經(jing)(jing)(jing)營者(zhe)的權(quan)責(ze)(ze)利很清楚.就(jiu)(jiu)好比(bi)婚(hun)(hun)(hun)(hun)(hun)姻,婚(hun)(hun)(hun)(hun)(hun)姻經(jing)(jing)(jing)營權(quan)是(shi)夫妻共同負責(ze)(ze),所有(you)(you)權(quan)是(shi)婚(hun)(hun)(hun)(hun)(hun)姻雙(shuang)方的父(fu)母(mu),婚(hun)(hun)(hun)(hun)(hun)姻雙(shuang)方父(fu)母(mu)可以對(dui)兒女(nv)提出意(yi)見,但如果父(fu)母(mu)干(gan)涉太(tai)多(duo)夫妻之間生活,那么婚(hun)(hun)(hun)(hun)(hun)姻就(jiu)(jiu)會出現問題.當然作(zuo)為(wei)兒女(nv)要(yao)為(wei)父(fu)母(mu)創造物質和精神上(shang)的東西,就(jiu)(jiu)是(shi)一(yi)份(fen)孝(xiao)(xiao)心(xin)(xin),除了(le)物質表達孝(xiao)(xiao)心(xin)(xin)還有(you)(you)精神上(shang)表達孝(xiao)(xiao)心(xin)(xin),要(yao)經(jing)(jing)(jing)常(chang)回(hui)家看(kan)看(kan)父(fu)母(mu)一(yi)樣(yang).除了(le)金錢(qian).就(jiu)(jiu)是(shi)經(jing)(jing)(jing)營者(zhe)要(yao)為(wei)企(qi)業所有(you)(you)者(zhe)創造利潤(run)和品(pin)牌一(yi)樣(yang).單(dan)有(you)(you)利潤(run)也不行(xing),損失企(qi)業品(pin)牌的經(jing)(jing)(jing)營也是(shi)透支.但要(yao)樹立(li)品(pin)牌但沒有(you)(you)利潤(run)為(wei)基(ji)礎(chu)也是(shi)也難塑造品(pin)牌,因(yin)為(wei)塑造品(pin)牌需(xu)要(yao)費用.
2、依法治企，制(zhi)(zhi)度(du)完善，非常(chang)嚴(yan)格(ge)(ge),就好(hao)比(bi)軍(jun)事化(hua)管理,軍(jun)隊一切服從黨的安排,軍(jun)紀(ji)如山,不(bu)(bu)動搖(yao),違(wei)反(fan)軍(jun)紀(ji)就遭(zao)受(shou)懲罰.早上幾點(dian)起來(lai)集訓(xun)就要(yao)準時(shi),否(fou)則軍(jun)官就會很嚴(yan)厲責罵你,吃飯和睡(shui)覺(jue)都(dou)要(yao)嚴(yan)格(ge)(ge)遵守(shou)制(zhi)(zhi)度(du).企業(ye)內(nei)部也(ye)是如此,上下班規定,違(wei)反(fan)制(zhi)(zhi)度(du)決不(bu)(bu)留情(qing)面,遲到幾分鐘該扣多少(shao)錢就扣,不(bu)(bu)管是誰都(dou)一樣.哪怕是老板自己違(wei)反(fan)制(zhi)(zhi)度(du)也(ye)要(yao)接(jie)受(shou)懲罰.曾經(jing)一家餐(can)廳,因為年度(du)考核(he)時(shi)候,一位(wei)(wei)主(zhu)任考核(he)合格(ge)(ge)通過(guo)(guo),但(dan)是沒(mei)有(you)加薪,原因是公(gong)司制(zhi)(zhi)度(du)要(yao)求(qiu),凡是今年1月1日加過(guo)(guo)工(gong)資的員工(gong)即使(shi)這次(ci)考核(he)通過(guo)(guo)都(dou)不(bu)(bu)可以加薪,那么(me)剛(gang)好(hao)那位(wei)(wei)主(zhu)任是10月6日入(ru)職(zhi),3個月試用期(qi), 所以試用期(qi)轉正后加也(ye)一次(ci)工(gong)資,那么(me)加工(gong)資時(shi)間剛(gang)好(hao)是1月6日,所以這次(ci)不(bu)(bu)能加薪,最后沒(mei)有(you)加薪,因為制(zhi)(zhi)度(du)原因,這就是制(zhi)(zhi)度(du)執行起來(lai)非常(chang)嚴(yan)格(ge)(ge),任何人違(wei)歸(gui)都(dou)不(bu)(bu)留情(qing)面.
3、指(zhi)揮(hui)(hui)(hui)型的(de)(de)領(ling)(ling)導方式,就(jiu)好(hao)(hao)比音(yin)樂指(zhi)揮(hui)(hui)(hui)一(yi)樣(yang),如果指(zhi)揮(hui)(hui)(hui)的(de)(de)好(hao)(hao),就(jiu)可以(yi)演奏出(chu)一(yi)場很美妙的(de)(de)音(yin)樂.指(zhi)揮(hui)(hui)(hui)不(bu)好(hao)(hao)就(jiu)會(hui)象中國修(xiu)(xiu)(xiu)路(lu)一(yi)樣(yang),我(wo)們通(tong)常會(hui)看到城市(shi)修(xiu)(xiu)(xiu)路(lu)現象,今天(tian)自(zi)(zi)來水公(gong)司領(ling)(ling)導安排(pai)(pai)說(shuo)那(nei)里(li)路(lu)段需要(yao)(yao)(yao)修(xiu)(xiu)(xiu)水管,自(zi)(zi)來水維(wei)(wei)修(xiu)(xiu)(xiu)人(ren)(ren)員(yuan)就(jiu)會(hui)去(qu)挖(wa),明天(tian)煤(mei)氣公(gong)司領(ling)(ling)導安排(pai)(pai)那(nei)路(lu)段要(yao)(yao)(yao)修(xiu)(xiu)(xiu)煤(mei)氣,煤(mei)氣維(wei)(wei)修(xiu)(xiu)(xiu)人(ren)(ren)員(yuan)就(jiu)會(hui)去(qu)挖(wa),后天(tian)電(dian)力公(gong)司領(ling)(ling)導安排(pai)(pai)那(nei)路(lu)段要(yao)(yao)(yao)鋪電(dian)線(xian),電(dian)力維(wei)(wei)修(xiu)(xiu)(xiu)人(ren)(ren)員(yuan)就(jiu)會(hui)去(qu)挖(wa),大后天(tian)電(dian)信(xin)公(gong)司說(shuo)要(yao)(yao)(yao)修(xiu)(xiu)(xiu)電(dian)話線(xian),又安排(pai)(pai)人(ren)(ren)挖(wa)管道,指(zhi)揮(hui)(hui)(hui)型的(de)(de)領(ling)(ling)導方式.然而在日(ri)本,當(dang)城市(shi)要(yao)(yao)(yao)開挖(wa)管道時候,指(zhi)揮(hui)(hui)(hui)中心就(jiu)會(hui)通(tong)知各部門的(de)(de)人(ren)(ren)員(yuan)一(yi)起出(chu)現在那(nei)里(li),自(zi)(zi)來水穿(chuan)(chuan)白色(se)(se)電(dian)力穿(chuan)(chuan)灰(hui)色(se)(se)瓦斯穿(chuan)(chuan)桔色(se)(se)光釬穿(chuan)(chuan)藍色(se)(se)一(yi)起在那(nei)里(li)檢查,各自(zi)(zi)檢查自(zi)(zi)己.這是(shi)協(xie)作關(guan)系.所以(yi)我(wo)們中國1噸煤(mei)產(chan)(chan)(chan)出(chu)效(xiao)益(yi)(yi)僅僅是(shi)日(ri)本10.6%.每(mei)產(chan)(chan)(chan)出(chu)100萬美金GDP的(de)(de)能源損耗是(shi)日(ri)本6倍.所以(yi)指(zhi)揮(hui)(hui)(hui)好(hao)(hao)還是(shi)不(bu)好(hao)(hao)，效(xiao)益(yi)(yi)產(chan)(chan)(chan)生(sheng)是(shi)不(bu)一(yi)樣(yang)。我(wo)們要(yao)(yao)(yao)想效(xiao)益(yi)(yi)提(ti)高，就(jiu)要(yao)(yao)(yao)把指(zhi)揮(hui)(hui)(hui)技(ji)巧練好(hao)(hao)，練好(hao)(hao)后你可以(yi)指(zhi)揮(hui)(hui)(hui)一(yi)步到位(wei)，練好(hao)(hao)后你可以(yi)指(zhi)東(dong)員(yuan)工(gong)就(jiu)不(bu)敢(gan)往(wang)西(xi)。
4、依靠外部監督(du)進行控制(zhi),依靠顧客滿(man)意(yi)(yi)度(du)調查控制(zhi)企業服(fu)(fu)務(wu)(wu)水平.一旦滿(man)意(yi)(yi)度(du)低(di)于多少就要開始改善(shan).例(li)如一家餐廳每月每店(dian)都(dou)會(hui)進行顧客滿(man)意(yi)(yi)度(du)問(wen)卷調查50份(fen),神(shen)秘人(ren)電話(hua)(hua)測試(shi)30份(fen),服(fu)(fu)務(wu)(wu)口碼測試(shi)50份(fen),買單(dan)速(su)度(du)測試(shi)50份(fen).顧客滿(man)意(yi)(yi)度(du)80%以上為合(he)(he)格,電話(hua)(hua)測試(shi)分數達(da)到3.2合(he)(he)格,買單(dan)速(su)度(du)3分完成要達(da)到80%為合(he)(he)格,服(fu)(fu)務(wu)(wu)口碼合(he)(he)格標準達(da)到3分為合(he)(he)格.例(li)如肯德雞是消費者(zhe)當中會(hui)抽出一些幸運公眾作為神(shen)秘人(ren),負責對餐廳服(fu)(fu)務(wu)(wu)深入消費提(ti)出意(yi)(yi)見.
5、驅動方式為(wei)(wei)重獎重罰，胡蘿卜(bu)+大棒,促進團隊業績提升. 例如一條獵狗將(jiang)兔子趕(gan)出了窩,一直追趕(gan)他,追了很久沒有抓到(dao),牧羊看到(dao)此情景(jing),譏笑獵狗說:你們(men)(men)兩個(ge)之間小的(de)反而(er)跑(pao)的(de)快很多.獵狗回答說:你不(bu)知道(dao),我(wo)(wo)們(men)(men)兩個(ge)跑(pao)是(shi)完全(quan)不(bu)同的(de)!我(wo)(wo)僅僅是(shi)為(wei)(wei)了一頓飯而(er)跑(pao),它卻(que)是(shi)為(wei)(wei)了性命在(zai)跑(pao).因為(wei)(wei)獵狗動機不(bu)夠.所以我(wo)(wo)們(men)(men)要分(fen)析:
我們員工(gong)(gong)工(gong)(gong)作動機是(shi)什么?
你能給予(yu)員工動機嗎?
塑(su)造員(yuan)工目標(biao)幫(bang)助員(yuan)工有持續動(dong)力.
如何合(he)理制定獎勵(li)機制?
北京有(you)家餐廳一般(ban)每(mei)年有(you)1-2次的考(kao)核(he)(he),考(kao)核(he)(he)通常會分為不同(tong)等級(ji)(ji),D級(ji)(ji)考(kao)核(he)(he)通過(guo)升C級(ji)(ji).C級(ji)(ji)考(kao)核(he)(he)通過(guo)升B級(ji)(ji).B-A級(ji)(ji).每(mei)級(ji)(ji)100200的浮動空間.當(dang)然績(ji)(ji)效(xiao)考(kao)核(he)(he)不是(shi)(shi)為了加(jia)工(gong). 資和晉(jin)級(ji)(ji).而是(shi)(shi)為了改善以后的工(gong)作績(ji)(ji)效(xiao).解決工(gong)作存在問(wen)題,可是(shi)(shi)往(wang)往(wang)餐廳主(zhu)管把(ba)考(kao)核(he)(he)只當(dang)作加(jia)薪和晉(jin)級(ji)(ji)放(fang)在第一位(wei).應該正(zheng)確是(shi)(shi)把(ba)提高績(ji)(ji)效(xiao)放(fang)在第一位(wei),加(jia)薪和晉(jin)級(ji)(ji)放(fang)在第二(er)位(wei).
6、理(li)(li)(li)性(xing)(xing)管(guan)理(li)(li)(li)，不講情(qing)面, 管(guan)理(li)(li)(li)的(de)(de)(de)角(jiao)度是(shi)(shi)理(li)(li)(li)性(xing)(xing)多(duo)于(yu)感(gan)性(xing)(xing). 有(you)人(ren)比(bi)(bi)喻跟(gen)異性(xing)(xing)交往，就(jiu)(jiu)好象在(zai)(zai)海邊檢(jian)石(shi)(shi)(shi)頭(tou)(tou)(tou)，大家都(dou)在(zai)(zai)檢(jian)自(zi)(zi)(zi)己喜歡的(de)(de)(de)那(nei)一(yi)(yi)顆(ke)(ke)，一(yi)(yi)旦檢(jian)到了你感(gan)覺那(nei)顆(ke)(ke)石(shi)(shi)(shi)頭(tou)(tou)(tou)是(shi)(shi)您喜歡的(de)(de)(de)，就(jiu)(jiu)把(ba)它(ta)帶回家去(qu)，然后(hou)再經過(guo)市場的(de)(de)(de)對比(bi)(bi)之下，知(zhi)(zhi)道還有(you)其(qi)他石(shi)(shi)(shi)頭(tou)(tou)(tou)比(bi)(bi)這(zhe)更好的(de)(de)(de)時(shi)候，危(wei)機就(jiu)(jiu)這(zhe)樣悄悄來(lai)(lai)了。所(suo)以我(wo)們(men)(men)要(yao)記(ji)住從此(ci)(ci)以后(hou)不要(yao)再到海邊去(qu)，永遠(yuan)相(xiang)信自(zi)(zi)(zi)己找(zhao)到的(de)(de)(de)那(nei)顆(ke)(ke)石(shi)(shi)(shi)頭(tou)(tou)(tou)是(shi)(shi)*最(zui)美最(zui)適合自(zi)(zi)(zi)己的(de)(de)(de)那(nei)一(yi)(yi)顆(ke)(ke)。在(zai)(zai)處理(li)(li)(li)這(zhe)個(ge)(ge)問(wen)(wen)題(ti)(ti)上我(wo)們(men)(men)要(yao)理(li)(li)(li)性(xing)(xing)分(fen)析(xi)，不要(yao)感(gan)性(xing)(xing)用(yong)(yong)(yong)事。因為(wei)(wei)每一(yi)(yi)刻石(shi)(shi)(shi)頭(tou)(tou)(tou)都(dou)會有(you)他的(de)(de)(de)優點(dian)(dian)和(he)她的(de)(de)(de)缺點(dian)(dian)，不要(yao)被其(qi)他石(shi)(shi)(shi)頭(tou)(tou)(tou)的(de)(de)(de)優點(dian)(dian)所(suo)迷惑，一(yi)(yi)時(shi)沖動，做出了比(bi)(bi)較(jiao)(jiao)感(gan)性(xing)(xing)的(de)(de)(de)決(jue)定。我(wo)們(men)(men)盡可能用(yong)(yong)(yong)自(zi)(zi)(zi)己家檢(jian)回來(lai)(lai)的(de)(de)(de)石(shi)(shi)(shi)頭(tou)(tou)(tou)的(de)(de)(de)優點(dian)(dian)與其(qi)他石(shi)(shi)(shi)頭(tou)(tou)(tou)的(de)(de)(de)缺點(dian)(dian)進行對比(bi)(bi)，您就(jiu)(jiu)知(zhi)(zhi)道要(yao)選(xuan)擇的(de)(de)(de)是(shi)(shi)那(nei)一(yi)(yi)顆(ke)(ke)最(zui)適合您的(de)(de)(de)。千萬不要(yao)與其(qi)他石(shi)(shi)(shi)頭(tou)(tou)(tou)的(de)(de)(de)優點(dian)(dian)來(lai)(lai)比(bi)(bi)家里(li)石(shi)(shi)(shi)頭(tou)(tou)(tou)的(de)(de)(de)缺點(dian)(dian)。除非您已經下定決(jue)心不要(yao)自(zi)(zi)(zi)己家里(li)的(de)(de)(de)那(nei)顆(ke)(ke)石(shi)(shi)(shi)頭(tou)(tou)(tou)，已經考(kao)慮很久了，否則您不要(yao)輕易放棄，做出錯誤(wu)的(de)(de)(de)選(xuan)擇。這(zhe)就(jiu)(jiu)是(shi)(shi)理(li)(li)(li)性(xing)(xing)管(guan)理(li)(li)(li). 企業在(zai)(zai)處理(li)(li)(li)問(wen)(wen)題(ti)(ti)上也是(shi)(shi)要(yao)理(li)(li)(li)性(xing)(xing)分(fen)析(xi)多(duo)于(yu)感(gan)性(xing)(xing)分(fen)析(xi)，因為(wei)(wei)感(gan)性(xing)(xing)是(shi)(shi)用(yong)(yong)(yong)來(lai)(lai)判斷開始，但(dan)最(zui)終還是(shi)(shi)要(yao)理(li)(li)(li)性(xing)(xing)分(fen)析(xi)來(lai)(lai)決(jue)策。因為(wei)(wei)很多(duo)經理(li)(li)(li)人(ren)在(zai)(zai)處理(li)(li)(li)問(wen)(wen)題(ti)(ti)時(shi)都(dou)較(jiao)(jiao)感(gan)性(xing)(xing)，都(dou)是(shi)(shi)以自(zi)(zi)(zi)己所(suo)知(zhi)(zhi)道的(de)(de)(de)來(lai)(lai)判斷處理(li)(li)(li)結(jie)(jie)果，而缺乏對該問(wen)(wen)題(ti)(ti)的(de)(de)(de)綜合分(fen)析(xi)決(jue)定。就(jiu)(jiu)例(li)如(ru)有(you)些餐廳經理(li)(li)(li)在(zai)(zai)月(yue)(yue)頭(tou)(tou)(tou)安排工(gong)作會議時(shi)，大家都(dou)承(cheng)諾完(wan)成工(gong)作沒有(you)問(wen)(wen)題(ti)(ti)，A員(yuan)(yuan)工(gong)說自(zi)(zi)(zi)己完(wan)成這(zhe)個(ge)(ge)月(yue)(yue)工(gong)作沒有(you)問(wen)(wen)題(ti)(ti)，B員(yuan)(yuan)工(gong)也是(shi)(shi)如(ru)此(ci)(ci)。但(dan)到了月(yue)(yue)底開總結(jie)(jie)會時(shi)，團(tuan)隊成員(yuan)(yuan)工(gong)作完(wan)成不夠理(li)(li)(li)想。為(wei)(wei)什(shen)么如(ru)此(ci)(ci)呢，因為(wei)(wei)所(suo)有(you)人(ren)員(yuan)(yuan)都(dou)只是(shi)(shi)感(gan)性(xing)(xing)判斷自(zi)(zi)(zi)己工(gong)作，未對開展工(gong)作過(guo)程可能會遇到問(wen)(wen)題(ti)(ti)進行分(fen)析(xi).分(fen)析(xi)自(zi)(zi)(zi)己有(you)多(duo)長時(shi)間可以用(yong)(yong)(yong)的(de)(de)(de).
那么(me)六常(chang)管理就是(shi)(shi)(shi)一套科學管理系(xi)統(tong)，確保每個部(bu)門(men)都(dou)要執行，任(ren)何一個部(bu)門(men)不執行就無法(fa)做(zuo)好六常(chang)。形成(cheng)聯動功能。同時也是(shi)(shi)(shi)流(liu)程(cheng)(cheng)管理的轉折。解(jie)決(jue)問題(ti)要求是(shi)(shi)(shi)流(liu)程(cheng)(cheng)解(jie)決(jue)而非經驗解(jie)決(jue)。這(zhe)是(shi)(shi)(shi)第三個做(zuo)六常(chang)理由.
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