"McDonald's was my first teacher. Dai Shengyi, who loves to travel around, found that McDonald's can be seen everywhere. "And regardless of whether the skin is black, white or yellow, and regardless of the local economic level, their service quality is almost the same. Dai Shengyi found that the biggest problem in Wang Pin is that the process is not standardized. "The highest level of management is to control it when the eyes can't see it. Dai Shengyi said.

Dai Shengyi admits that his work was complicated at first. Although he knew the principles, it was still very difficult to write them down one by one. After a friend's introduction, Dai Shengyi found John Zhang Township, where he had worked in McDonald's for eight years, and was responsible for promoting the whole plan.

"When I first came in, the group only had two workbooks: store cleaning and customer service process. Memories of John Zhang Township who joined Wang Pin in 1996. Starting from the most basic place, Dai Shengyi, together with John Zhang Township and major senior executives, established a process framework step by step according to the structural characteristics of the catering industry and the principle of "fishbone diagram" (a structured way of thinking that shows causality).

In order to make customers not only enjoy convenience, but also feel intimate, Dai Shengyi also invited Yan Changshou, president of Yadu Lizhi, to instruct employees how not to ignore the "touch" that the service industry should provide in the process of standardization.

Gao Xun, the marketing director, said that the organizational structure of Wang Pin Group can be divided into two parts: "storefront" and "cooking": cooking is divided into four groups: training, reservation, scheduling and maintenance, while the storefront has two groups of administration and reception. From the two manuals opened in the store to the thirty-eight manuals now, the relevant staff must obtain training credits before they can go into battle. "Like me, I can't answer the phone at the counter because I haven't taken customer service credits," Dai Shengyi said with a smile.

Although Wang Pin has had some problems in recent years, it has indeed made a lot of hard work in the standardization of catering, and there are still many places worth learning.

In 2115, when talking about the difference between Wang Pin and McDonald's, Dai Shengyi said, "The biggest problem in Wang Pin is that the process is not standardized. "When he said this, Wang Pin's turnover has exceeded NT$ 3 billion. Chain catering companies with such a large turnover and so many stores all have such troubles, so small and medium-sized companies or chain stores should have such awareness and crisis consciousness, that is, "my standardization is not complete enough."

Dai Shengyi also said, "The biggest problem of standardization is how to break down the work flow. This is really a very difficult thing to do, but now that we have software like Xmind to help, it will become easier.

Because this software is conducive to the process of adding, deleting, merging, dividing, exchanging and replacing, it is very simple to operate, and it is also very user-friendly to modify, which is much more convenient and easy to use than the fishbone diagram used in Wang Pin.

In addition, classification is also very important. It is convenient to make standard operating procedures by subdividing large work items step by step. The finer the division, the more convenient it is to make.

from two standard operation manuals when the store was opened to 38 in 2115, it can be seen that the establishment of standardization is a huge project and a long-term continuous work.

The standard operation manual is used for training. You can't go to work without relevant training.