KFC: Strive for Excellence through concerted efforts
KFC has created a strong corporate culture with service consciousness orientation. While employees accept KFC's organizational culture, their various complicated rules and regulations are deeply internalized in their hearts.
"Restaurant manager comes first" is the most important corporate culture established by China Yum! Brands, which embodies the company's idea of attaching importance to the improvement of productivity and focusing on the first-line service of restaurants, and also encourages restaurants to make positive progress and launch healthy competition. At the annual meeting of Yum! Brands in China, hundreds of restaurant managers from all over the country will be awarded excellent medals for their outstanding achievements. The president of China Yum! will award the senior employees who have made outstanding achievements with the "Golden Dragon Award", which is very characteristic and inspiring in China. The company will give special courtesy to restaurant managers who have successfully completed the company's "champion test" assessment requirements in restaurant sales and management every year. They will fly from all over the world to the headquarters of Yum! and be escorted to dinner with the president * * * by luxury cars.
In all the enterprises under China Yum! Brands, not only the enterprises but also the individuals have to grow, even the cooperative manufacturers and joint venture partners can grow, that is, "work together and strive for Excellence". For KFC employees, with the expansion of China market, their growth opportunities have emerged. Yum believes that it is very important to make personal career development plans for these young people. It is necessary to meet the young people's willingness to innovate and expand, and at the same time to meet the needs of personnel reserve in the long-term development of enterprises. In KFC, employees will not work in one position for too long. At present, all the restaurant managers in KFC have a good educational background, and they have grown up from grass-roots restaurants step by step. KFC's ladder-like career development channel enables every potential employee to see the hope of climbing. For suppliers, KFC not only brings rapid growth opportunities, but also makes them more competitive in the market for their own development. Enterprises, employees, cooperative manufacturers and cooperative joint venture partners, under the guidance of KFC's long-term goals, actively cooperate with each other through communication to form a close team, which can achieve results that the overall performance is far greater than the individual performance. At the annual meeting, the management departments, partners and suppliers in the group discussed mutual cooperation and future development direction, and exchanged experiences, which strengthened communication with each other, enhanced enterprise cohesion and confidence in pursuing Excellence.
Pay attention to the details. "Please state the whole operation process of change!" "Excuse me, Colonel, what kind of chicken is chicken nuggets made of?" Such a tricky question, the players on the stage are scrambling to give the answer. This is the "Business Champion Challenge" that is being enthusiastically carried out at the annual meeting of Yum! Brands in China in a certain year. Nearly 511 catering managers from 91 cities in China, including Taiwan Province and Hongkong, were divided into several teams in gallants, and after being eliminated step by step, they finally competed for this year's "champion". There is no small matter in the service industry, whether it is food quality, service attitude, restaurant atmosphere ... The value provided by restaurants to customers is the sum of these little details. "Business Champion Challenge" embodies KFC's emphasis and pursuit of perfect service quality.
McDonald's: a distinctive employment system
McDonald's, an internationally renowned enterprise, has successfully promoted its market in China. How does it rely on the employment system?
When McDonald's regularly recruits employees, it mainly examines the most basic qualities of applicants through relatively simple interviews. Because every new employee needs to learn from scratch, and the work is not difficult, it is very easy to enter McDonald's, and McDonald's will not have any discrimination regardless of age, gender and education. At the same time, because most McDonald's employees are part-time, the management mechanism of entry and exit is relatively loose, so the employees here, especially some young people, are particularly mobile. Young people get exercise here, and some of them will get promotion opportunities soon because of their excellent performance.
To work in McDonald's, the most basic thing is to understand the company's philosophy and policies, work partners, various daily systems, and actively learn and find ways to work better. What McDonald's advocates most is "perseverance", which is summed up in the words of McDonald's President Crocker: "Nothing in the world can replace perseverance; Talent can't, there are talents and losers everywhere; Genius can't, there are many talented and enterprising people; Education alone can't, and those who are educated but poor for life are all over the world; Only those who are determined and courageous can be omnipotent and succeed. " McDonald's culture also includes many things, such as QSC&V, that is, the quality, service, cleanliness and value for money that enterprises attach most importance to, which is the most valued part of the catering industry by customers; Provide 111% satisfaction to customers and try to meet some special requirements of customers; In terms of internal employee communication, both ordinary employees and members of the management team are equal, emphasizing "communication, coordination and cooperation", and you can communicate with the management team at any time if you have any opinions. The company's policy is strict and rewards and punishments are clear. Awards, for active employees, for employees with outstanding achievements or rapid progress, there are various rewards; Punishment, for employees who violate the company's policies and do things that damage the company's image, there are also corresponding punishment measures. Accordingly, McDonald's incentive mechanism is fully used. Every day, McDonald's will set goals for people in different positions according to the specific situation. Once the goals are achieved, they will be rewarded with points within the company. For example, every once in a while, McDonald's will launch new activities to promote sales. McDonald's stipulates to promote new products, and the front desk attendant can get the corresponding lottery tickets after work according to the goals set by the management team. If a * * * sells 25 sets of promotional packages, you can get a 5 yuan lottery ticket, and 35 sets can get 11 yuan, which will increase gradually, and all of them will be saved up to the end of the month or the end of the year to exchange prizes with corresponding prices. Employees' internal prizes include watches, umbrellas, flashlights, wallets, etc., which requires them to do their best every day and get as many lottery tickets as possible. This integral reward method has created a better and more lasting competitive atmosphere within McDonald's.
As we all know, McDonald's is different from ordinary enterprises in that most employees are part-time, so no one is in an "eight-hour"
normal class. Therefore, every employee should communicate with the manager in advance, so that the manager can know when he can go to work next week, so as to arrange the class for next week in advance. Of course, if you want to change after you arrange your shift, you can also communicate with the manager on duty, and occasionally ask for leave or let others go to work for you, so its system is still more humanized. After being familiar with a position, employees can apply for further study in other positions, and the manager will also take the initiative to help arrange. When you learn the work of all positions, plus the positive and good work performance at ordinary times, you can get promotion opportunities, that is, you can learn some practical knowledge of management. A considerable number of management personnel in McDonald's started as ordinary waiters and worked hard to be promoted step by step.
In a word, McDonald's has no secret in the development and management of human resources, but has accumulated more than 61 years of development experience and improved step by step-customer satisfaction, communication and cooperation, clear rewards and punishments, and providing opportunities. Employees are of course more loyal after feeling the sincerity, vitality and value of the enterprise. In the process of successfully building hundreds of Beijing McDonald's stores and more China McDonald's stores, the employment system has definitely contributed.
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