Summarizing the humanized front office management of Haidilao in terms of internal personnel management, the company believes that "people are the cornerstone of Haidilao business. The waiters trained by processes and systems can reach the passing level at most. Undoubtedly, systems and processes play an important role in ensuring the quality of products and services, but at the same time they also suppress human nature, because they ignore the most valuable part of employees-the brain. Let employees strictly abide by the system and process, which is equivalent to hiring only his men. " This is a description of the humanized management of Haidilao. Its characteristics are mainly reflected in three aspects: first, it gives employees good welfare benefits, such as good salary level, good accommodation conditions and family care. Second, the unique incentive model, assessment indicators focus on customer satisfaction and employee satisfaction, rather than a single profit indicator. Third, the independence and autonomy of the work give employees the right to customer service, such as the following financial authority, and the waiter has the right to order food freely.
In our opinion, the importance of humanized management itself is beyond doubt. It is also the focus of any enterprise in personnel management to give employees good treatment, good welfare and good incentives. It can be said that Haidilao has reached the front of many companies.
Process standardization is related to the development stage of enterprises. It can be seen that humanized and flexible management is a double-edged sword. On the one hand, it is a good incentive lever to make employees' enthusiasm and autonomy unprecedented. On the other hand, this management mode also brings some problems of internal management. For example, employees have too much autonomy, and personality differences bring about differences in handling problems. With the development of the company, the expansion of chain operation scale and the reduction of internal control, it will bring all aspects of management problems, which can be seen from the amazing standardization process of KFC, McDonald's and other enterprises. If an enterprise wants to be bigger and stronger and expand its territory, it must have an international vision and establish a standardized process. At the same time, process standardization is also a booster to accelerate personnel training and prevent business risks.
The purpose of process standardization is to maximize efficiency on the basis of supporting operational objectives, rather than imprisoning people's thinking and behavior. The goal of enterprise management is the combination of institutionalized management and humanized operation. For example, according to the different functions of enterprises, process design will be divided into different levels according to the importance. Standardize business processes at different levels. Among them, the necessity of establishing a certain process is determined according to the characteristics of the business, rather than establishing rigid standards for everything. When optimizing the process, enterprises are doing both addition and subtraction. That is, it is necessary to establish processes and grading standards to simplify or eliminate processes that affect actual operation or reduce management efficiency.
2. Standardized hardware management
"In stark contrast to the humanized management method at the front desk, the backstage production of Haidilao is extremely capable of quantitative management."
Haidilao has built four such distribution centers all over the country to serve stores all over the country. Providing planning, construction and management consulting services for these distribution centers is McDonald's global logistics partner, American Xiahui Company.
In addition, in terms of internal management system, Haidilao has built an efficient information platform to support the rapid development of enterprises in order to effectively improve the management level of enterprises, promote customer satisfaction and employee satisfaction. Since 2006, the establishment of ERP system has been gradually implemented. After three years, Haidilao has successfully established and improved a complete management system covering "people, finance, materials, production, supply and sales" of enterprises.
The backstage management of Haidilao is commendable. In Chinese medicine, the meridians of the human body are the lifelines connecting the organs, limbs, facial features and bones and muscles of the human body. If the meridians are unobstructed and can transmit energy to the human body, the body can maintain balance and unity and maintain normal activities. The analogy to the enterprise seems to have the same effect as the process of the enterprise. Process is the driving force of any enterprise, which involves the relevant departments and personnel of the enterprise and carries the business data related to the enterprise flowing between different departments. If the enterprise does not have a scientific process to support the operation of the enterprise, or the task circulation activities are missing or not smooth, it will lose the market competitiveness of creating value for customers, thus bringing resistance to the realization of the enterprise's target benefits.
Process standardization is related to industry and organizational characteristics. Generally speaking, for those enterprises with higher management and operation rules and higher business output standards. Standardized management of process is very necessary. Only by starting with process management can the original resources of enterprises be transformed into more valuable resources needed by the market through a series of purposeful and regular activities. For knowledge-based, R&D-oriented and innovative industries, the establishment of rigid processes hinders the development of business operations, reduces the autonomy of personnel, and even reduces work efficiency.
To sum up, the establishment of process standardization should be based on enterprise development stage, industry and company background, organizational internal characteristics and other factors, combined with process classification standards, according to business processes and business types to establish related standardized processes. Among them, for the processes involving companies, departments and positions, the establishment of relevant processes and how to establish them should be determined according to management rules and actual needs. Therefore, it is very important to demonstrate the existence of the process and its reasonable design. Only through in-depth investigation and repeated communication can we establish the process that enterprises should and need, so as to achieve the purpose of supporting strategic objectives and improving organizational operation efficiency.
It can also be seen that the "rule by man" feature of enterprise management in China is of course related to regional culture. However, in today's era, under the situation that "social rules" and "human morality" often conflict, the "legalization" management of European and American enterprises is still a trend. The establishment of institutionalization, including the optimization of management process, is an important measure to improve the management level and efficiency of enterprises and prevent operational risks. Therefore, the management idea of combining institutionalized management with humanized operation will be the general trend for China enterprises to optimize their management mode and enhance their core competitiveness.