No matter how famous a company is, "the fear is that there are internal problems".

For example, Haidilao has gone through many detours in KPI assessment. Zhang Yong also used four jokes to illustrate, which made people laugh and thought-provoking.

The detours that Haidilao has taken on KPI

1. The finer the KPI, the better.

With management and being managed, people's behavior will be abnormal after KPI.

on the KPI, we took a detour.

for example, we tried to refine KPI.

Some people say that the service in your hot pot restaurant is really good. If I have glasses, he will give me a glasses cloth. He refilled my glass before I finished drinking it.

So we wrote one: The water in the cup should not be less than how much. Guests must give glasses cloth when wearing glasses, otherwise 1.15 points will be deducted.

This is the end. Everyone will send glasses cloth.

the customer said that I don't want to drink soy milk, so I don't need to add it. No, I have to add it to you.

the funniest thing is the phone case. Some guests said no, the waiter said I'll put it on you, but the guest really said no, so he grabbed the phone and put it on you when you weren't looking.

what is this? Because if you don't do this, you will be deducted!

Later, I found out that the teacher had already said that behind every KPI, there is a goddess of revenge waiting for you somewhere.

2. The pit of assessing the turnover rate

Later, I was smart enough to think that I wouldn't assess these specific things, but I would assess some indirect indicators.

I won't assess how much money you earn, but I will assess your turnover rate. Because a high turnover rate proves that your service satisfaction is high, and a high turnover rate means making more money.

As a result, one day, I was in the elevator of a shop in Beijing, and I heard a Sichuanese tell several other Sichuanese, "I want to show you how awesome Sichuan hot pot is in Beijing, and there is absolutely no room if you don't order it! You reserved a seat for a few minutes late, and there is no place! "

I wonder why there is no seat a few minutes late. Isn't this a violation of the interests of customers? Customers are already dissatisfied. How can we do business here?

later, when I asked internally, I realized that the original problem was the assessment indicators. Because the scheduled guests may not come on time, but there are still guests waiting in line at the scene, and if the table is waiting for you, the turnover rate will be one round less.

now I'm devastated, and I can't find the assessment indicators.

remove all KPI's, only one flexible indicator is assessed

but it must be assessed.

later, I found out that we actually know very well whether a restaurant is good or not.

We've all eaten, and we've all sent the message that this restaurant is good. Many people eat according to this "good" and then say "really good", and this "good" is formed. There are no indicators, but the delivery is very accurate.

I found that flexible indicators play a decisive role in the catering industry.

customer satisfaction may not be described by indicators, but we can feel it. Including people's efforts, there is no way to prove it with indicators, but our customers, colleagues, including those who go to check, can all feel it.

so I decided to get rid of all the so-called KPI's, and just test this indicator.

how to take the exam? A vice president organized a group of mysterious people to take the exam. It turned out to be very accurate. In this way, the manager has nothing to say, and you can't say bad is good.

I divide all my stores into ABC three levels, A level is to be commended, B level you stay here, and C level needs counseling. But I won't deduct your money, and I will give you a certain tutoring period. If you still can't do well after this tutoring period, the store manager will be eliminated.

why do I call on the catering boss to pay by piece?

1. Avoid injustice caused by managers

In the United States, waiters are very hard. A young man can look at eight tables, move quickly and nimbly, chat with you and care about you. Because they have a tipping system.

overall, the tipping system is good. I serve you and you pay me. And our management is, I will serve you and get money from the manager.

when the management scope is small, he can be fair and just. But when there are more people, he can't be fair and just. At this time, everyone's motivation and corporate culture will be destroyed.

so I decided to take this "tip" and give it to you according to the workload. In the catering industry, we introduced piece-rate wages. I called on the bosses of catering enterprises in large numbers to use piece-rate wages.

2. Avoid the negative effects of "informal organizations"

Piece-rate wages mean that you earn more by doing more, and you let him do more if you perform well. This avoids many difficulties and doubts in management.

there are informal organizational forces behind an organization. Sometimes when you think that an employee has performed well and you make him advanced, it is actually a great "blow" to him.

I have seen this phenomenon. One employee is cleaning the glass hard there, and other employees are chatting nearby. The glass cleaner said, let's work harder. Guess what others say? They said, "You are advanced". That buddy just fell silent.

He may get a little bonus or certificate, but he has to bear the invisible pressure brought by this informal organization.

to what extent do informal organizations play a role in this?

I once met a young man who worked hard, and after finishing his job, he went to other places to help, and after doing this, he did that. I said this is a good prospect, and I want to promote him. As a result, Yang Zong said, needless to say, he had resigned and left.

why?

the truth is this: the little girl at the bar has clearly told him, "don't behave like that here, I already have a boyfriend."

-he is not fighting for Haidilao, he is fighting for the little girl at the bar.

You see, I have thought about so many incentives, done so many affectionate actions, and told them my feelings and dreams. They told me that they all understood, but the truth is not like this.

so I think sometimes both formal and informal things should be fully considered. Piece rate avoids some negative things of "informal organization". You earn as much as everyone does, and it's easy.

We have learned too many formal management methods, so we can't say it is not good, but its boundaries are obvious.

Conclusion

In Zhang Yong's view, after thousands of years of competition, the catering industry has been unable to establish a modern management mechanism because of its labor-intensive characteristics, low added value characteristics and "fragmentation" characteristics.

how to solve this problem? Organization and motivation are one of the ways. Among them, assessment is very important.

China management experts say that it's the shortest way to know the virtuous, so don't rush to take the exam.

western management scientists say that there is no management without assessment.

actually means the same thing.

When Zhang Yong said that Haidilao lost all the hard KPIs, Haidilao should be managed formally and informally, in fact, he was emphasizing that management has a pattern, no formula, rigor and artistry. Because behind this, human nature can't be avoided.

A collection of stories about abnormal service in Haidilao

1. A netizen said that after eating in Haidilao once, he couldn't get a taxi to catch the train. The younger brother at the door saw him with a suitcase, asked about the situation and turned to leave. As a result, the manager of Haidilao immediately drove out his SUV and said, "Hurry up and get on the bus. Time is running out". . Haidilao is going out of the universe. .

2. Haidilao's service is invincible! Today, the kitten was bitten by mosquitoes! As a result, the waiter of Haidilao actually ran across the street and bought the essential balm for me ... The following is the antipruritic medicine that the waiter also bought for me, because the person in the pharmacy said that the antipruritic effect was better than the essential balm.

3. It is impossible to stop fishing in the sea. I went to the hot pot on Saturday, and my friend accidentally hung up her stockings. She had a second round after dinner, and she was so depressed that the waiter handed me brand-new stockings when she checked out! ! Or three pairs! ! I was shocked at once ... At this time, the waiter's little sister smiled and told us that all Haidilao ordered socks, housekeepers, stockings and cotton socks all the year round, and changed them for guests whose socks were hung up or dirty at any time ...

4. Haidilao actually moved a crib for his son to sleep. Attention, it's a bed! I'm completely devastated! To solve every problem for customers, the result is innovation.

5. I went to Haidilao for dinner with my pregnant friend. As soon as I sat down, the waiter moved a comfortable sofa chair and provided it to her specially. Then immediately, he sent us a plate of pickles with hot and sour taste. Do you want to be so Sweet? ! ! (The leader's personal experience)

6. I just got a phone call from a friend, saying that Haidilao downstairs of their unit went to their company, and one person sent a cup of sour plum soup, saying that it was hot and hard! Shit! ! ! Haidilao, are you here to destroy the earth? ? Humans have been unable to stop the sea fishing! ! In the future, it seems that if you want to find a job, you have to choose a place where there is Haidilao downstairs. Maybe you can work overtime and send you home after supper. .

7. Haidilao poured the wrong soup and sent a tortilla. I'm dizzy. I'm sorry about the tortilla.

8. A friend who came to Haidilao for dinner dropped his cell phone and the waiter made a fruit platter. Thank you so much. Who will come here in the future? . .

9. It's really hard to calm down! The car in front is Haidilao delivering hot pot! Picnic hot pot!

11, named and praised Comrade Feng Bo, the deliveryman of Haidilao, who brought a sumptuous dinner for ten people in the cold wind, and provided all kinds of table cloths, patch panels, garbage cans and induction cookers. When I came, I found that there was not enough food. I took the initiative to go to the supermarket to buy food. When I came back, I washed and cut vegetables. Shit-it's done this! Why doesn't our family have Haidilao?

11, I found a waiter in Haidilao to help customers practice games, and the earth could no longer resist Haidilao ...

12, Haidilao's takeaway finally landed in Shanghai, which was shocked. The things sent include: trash can, degradable garbage bag X2, pot, bottom material, soup, soup for spare use, apron, wooden chopsticks, bowls, chewing gum and popcorn. The vacuum-packed seasonings include coriander and chopped green onion, napkins, various dishes, spoons, eye cloth, two rubber bands and an induction cooker. . . That's awesome! ! ! Humans have been unable to stop the sea fishing. .

13. An hour ago, I sent a message to Weibo, saying that I had a stomachache. I'm not sure if it has anything to do with last night's Haidilao hot pot. In a few minutes, I received an invitation from Haidilao on the Weibo to ask about my situation. Soon the clerk contacted me and said that if it was very uncomfortable, I would go to see a doctor first, and they would reimburse the medical expenses. They also asked me where I was, so they could come and see me. Oh, my god, human beings can no longer stop fishing in the sea ...

14. The waiter in the sea fishing heard my hoarse voice and silently brought me ginger ale and said, Miss! I specially prepared this heart for you, which is good for catching a cold.

15. Yesterday, I was in Haidilao, and I accidentally complained to my friend that the big picture book of Nara Yoshitomo that JD.COM had robbed had not arrived yet. As a result, the waiter asked my Jingdong membership account when checking out, and all three big picture books were delivered this morning!

The secret of Haidilao: treat employees as human beings, and do the best service

1. Authorization.

It is said at the beginning that the core of Haidilao is authorization, which is a major core of its corporate culture.

to what extent is haidilao authorized?

The waiter in Haidilao has the right to give any table free of charge. By the way, it's the waiter, not the manager. It's free of charge or one or two dishes. Not to mention delivering vegetables and things. Please look up the keyword "man can't stop fishing in the sea" on the Internet. There are too many jokes.

Yang Xiaoli is the first person to work with Zhang Yong and the first vice president of Haidilao. When Haidilao walked out of Jianyang, the first stop was Xi 'an, and the manager was Yang Xiaoli. One day, Zhang Yong told us that Yang Xiaoli called him and said excitedly, Brother Zhang, we have a car. Zhang Yong asked, what car? Yang Xiaoli said, a minivan, just bought. Zhang Yong is silly. The manager of a small hotpot restaurant that just opened a branch in a different place bought a car and didn't ask the boss for instructions. Zhang Yong didn't blame her at all. Later, it became the culture of fishing under the sea.

how can this kind of authorization not make employees feel a sense of ownership?

2. treatment.

treatment is not just a matter of money. Most of the catering industry is full of food and clothing, but many catering company waiters live in the basement and eat the meals in the store. The dormitory in Haidilao must be a residential area with property management. Although it is a little crowded, the grade is high. The room also has a computer and wifi. The waiters in Haidilao don't have to wash their own clothes, but have aunts to wash them; Eating is not in the store, but is cooked by my aunt.

Some people say that the training of Haidilao is good, and the training standards should be trained before taking up the post. But do you know that the new employee training in Haidilao includes how to use ATM machines, including how to take the subway: buying cards, recharging and so on. This enterprise is helping its employees, most of whom are farmers, to integrate into a city.

how can employees not be grateful for this kind of treatment?

3. Sincerity.

Haidilao is really a strange enterprise. As the most commonly assessed indicators (KPI) in the catering industry, such as profit, profit rate, consumption per customer, turnover and turnover rate, these are not assessed. Zhang Yong said, I don't want to continue to use watermelons that are not sweet for guests, towels that wipe my hands have holes, and the mop in the bathroom is hairless because of the profit assessment.

so what do they assess? Assess customer satisfaction, employee enthusiasm and cadre training.

As a person who has worked in management for many years, I really can't figure out how they solve the problem of internal fairness. But I know that the sincere smile of Haidilao employees you saw today comes from here.

Haidilao does not assess the turnover rate, but Haidilao employees pay more attention to the turnover rate than anyone else. Back to the first sentence, corporate culture is the soul, and all profits and turnover rate are additional, subsequent and unimportant.

this sincerity, how to prevent employees from being motivated?

4. respect.

Respect comes not only from the treatment, not only from making them live well, but from respecting every idea. Nowadays, glasses cloth, headbands and plastic mobile phone cases copied by many hot pot restaurants come from some uneducated waiters. Moreover, these ideas have been copied to every store.

Liao Yimei said love: In my life, it is not unusual to meet love and sex. What is unusual is to meet understanding. I once translated this sentence into the workplace: for a professional, it is not unusual to meet a high salary and a high position in this life. What is unusual is to meet the respect and understanding of the boss.

how can this respect not make employees feel a sense of accomplishment? How to prevent employees from being creative?

5. commitment.

There is a saying in Haidilao called "dowry". If a store manager leaves his job, as long as he has been in office for more than one year, he will be given a dowry of 81 thousand yuan, even if this person is poached by Little Sheep.