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(fen)餐飲管(guan)理(li)(li)者都是(shi)(shi)(shi)(shi)(shi)靠經(jing)(jing)驗式來(lai)管(guan)理(li)(li),會(hui)用(yong)自(zi)(zi)己(ji)(ji)曾經(jing)(jing)經(jing)(jing)歷(li)過(guo)的(de)(de)(de)(de)經(jing)(jing)驗方(fang)法(fa)來(lai)駕御自(zi)(zi)己(ji)(ji)團隊. 例如科(ke)(ke)學(xue)家(jia)曾經(jing)(jing)做了(le)(le)一(yi)(yi)(yi)個實(shi)驗,把(ba)4只(zhi)猩(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)關進(jin)(jin)(jin)(jin)一(yi)(yi)(yi)個籠子(zi)(zi)(zi)里(li),然后在籠子(zi)(zi)(zi)上面放一(yi)(yi)(yi)排香(xiang)(xiang)蕉(jiao)(jiao),香(xiang)(xiang)蕉(jiao)(jiao)下(xia)面放一(yi)(yi)(yi)把(ba)梯子(zi)(zi)(zi)，當猩(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)看(kan)到(dao)(dao)(dao)香(xiang)(xiang)蕉(jiao)(jiao)時(shi)(shi)，本能會(hui)想(xiang)過(guo)去(qu)(qu)(qu)吃(chi)(chi)香(xiang)(xiang)蕉(jiao)(jiao)，于是(shi)(shi)(shi)(shi)(shi)猩(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)A就(jiu)走(zou)(zou)過(guo)去(qu)(qu)(qu)，當猩(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)A碰到(dao)(dao)(dao)梯子(zi)(zi)(zi)要(yao)往(wang)上爬時(shi)(shi)，科(ke)(ke)學(xue)家(jia)就(jiu)放水(shui)，猩(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)A越往(wang)上爬水(shui)越大，猩(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)A沒有辦法(fa)再(zai)往(wang)上爬，于是(shi)(shi)(shi)(shi)(shi)就(jiu)回(hui)去(qu)(qu)(qu)了(le)(le)。過(guo)了(le)(le)一(yi)(yi)(yi)會(hui)兒猩(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)B也想(xiang)去(qu)(qu)(qu)吃(chi)(chi)香(xiang)(xiang)蕉(jiao)(jiao)，當猩(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)B走(zou)(zou)過(guo)去(qu)(qu)(qu)碰到(dao)(dao)(dao)梯子(zi)(zi)(zi)時(shi)(shi)，同樣(yang)科(ke)(ke)學(xue)家(jia)放水(shui)，把(ba)四只(zhi)猩(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)都淋到(dao)(dao)(dao)，猩(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)B也無法(fa)爬上去(qu)(qu)(qu)也回(hui)去(qu)(qu)(qu)。過(guo)了(le)(le)1個小時(shi)(shi)，猩(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)C獨自(zi)(zi)實(shi)在太餓(e)也要(yao)去(qu)(qu)(qu)吃(chi)(chi)香(xiang)(xiang)蕉(jiao)(jiao)，就(jiu)走(zou)(zou)到(dao)(dao)(dao)梯子(zi)(zi)(zi)爬上去(qu)(qu)(qu)，同樣(yang)遭遇(yu)，同樣(yang)結(jie)(jie)果。于是(shi)(shi)(shi)(shi)(shi)一(yi)(yi)(yi)會(hui)兒猩(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)D還沒有去(qu)(qu)(qu)試過(guo)，也要(yao)去(qu)(qu)(qu)吃(chi)(chi)，就(jiu)走(zou)(zou)過(guo)去(qu)(qu)(qu)梯子(zi)(zi)(zi)哪里(li)。當猩(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)D還沒有碰到(dao)(dao)(dao)梯子(zi)(zi)(zi)時(shi)(shi)候，就(jiu)被(bei)(bei)其(qi)他(ta)3只(zhi)猩(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)抓回(hui)去(qu)(qu)(qu)，打(da)了(le)(le)一(yi)(yi)(yi)頓。猩(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)D隱隱約約感覺到(dao)(dao)(dao)自(zi)(zi)己(ji)(ji)被(bei)(bei)打(da)，和(he)吃(chi)(chi)香(xiang)(xiang)蕉(jiao)(jiao)和(he)爬梯子(zi)(zi)(zi)有一(yi)(yi)(yi)定聯(lian)系。這(zhe)時(shi)(shi)科(ke)(ke)學(xue)家(jia)把(ba)猩(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)A放了(le)(le)出(chu)來(lai)，放進(jin)(jin)(jin)(jin)出(chu)猩(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)E，猩(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)E不知(zhi)(zhi)道之前(qian)發生什(shen)么(me)事情，因(yin)為(wei)新(xin)來(lai)的(de)(de)(de)(de)。于是(shi)(shi)(shi)(shi)(shi)本能反(fan)應也要(yao)去(qu)(qu)(qu)吃(chi)(chi)香(xiang)(xiang)蕉(jiao)(jiao)，當走(zou)(zou)到(dao)(dao)(dao)梯子(zi)(zi)(zi)面前(qian)還沒有碰到(dao)(dao)(dao)梯子(zi)(zi)(zi)，同樣(yang)被(bei)(bei)3只(zhi)猩(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)抓回(hui)去(qu)(qu)(qu)打(da)了(le)(le)一(yi)(yi)(yi)頓，猩(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)E被(bei)(bei)打(da)的(de)(de)(de)(de)莫(mo)名其(qi)妙(miao)，不知(zhi)(zhi)道原因(yin)，同時(shi)(shi)剛(gang)才被(bei)(bei)打(da)的(de)(de)(de)(de)猩(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)D這(zhe)次打(da)猩(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)E特別用(yong)力，別猩(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)打(da)2下(xia)，它要(yao)多踢2腳。科(ke)(ke)學(xue)家(jia)又把(ba)猩(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)B放出(chu)來(lai)，放進(jin)(jin)(jin)(jin)去(qu)(qu)(qu)猩(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)F，猩(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)F看(kan)到(dao)(dao)(dao)香(xiang)(xiang)蕉(jiao)(jiao)也要(yao)去(qu)(qu)(qu)吃(chi)(chi)，于是(shi)(shi)(shi)(shi)(shi)要(yao)走(zou)(zou)過(guo)去(qu)(qu)(qu)，還沒有等猩(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)F走(zou)(zou)過(guo)去(qu)(qu)(qu)，就(jiu)被(bei)(bei)3只(zhi)猩(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)抓起來(lai)打(da)一(yi)(yi)(yi)頓。猩(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)F被(bei)(bei)打(da)也是(shi)(shi)(shi)(shi)(shi)莫(mo)名其(qi)妙(miao)，打(da)它的(de)(de)(de)(de)猩(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)E也是(shi)(shi)(shi)(shi)(shi)不知(zhi)(zhi)道為(wei)什(shen)么(me)自(zi)(zi)己(ji)(ji)要(yao)打(da)猩(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)F，只(zhi)知(zhi)(zhi)道自(zi)(zi)己(ji)(ji)剛(gang)進(jin)(jin)(jin)(jin)來(lai)是(shi)(shi)(shi)(shi)(shi)被(bei)(bei)其(qi)他(ta)猩(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)打(da)，可能這(zhe)是(shi)(shi)(shi)(shi)(shi)這(zhe)里(li)規矩。科(ke)(ke)學(xue)家(jia)陸續把(ba)猩(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)C和(he)D放出(chu)來(lai)，放進(jin)(jin)(jin)(jin)去(qu)(qu)(qu)猩(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)G和(he)I，結(jie)(jie)果遭遇(yu)都是(shi)(shi)(shi)(shi)(shi)一(yi)(yi)(yi)樣(yang)的(de)(de)(de)(de)。這(zhe)就(jiu)是(shi)(shi)(shi)(shi)(shi)經(jing)(jing)驗管(guan)理(li)(li)的(de)(de)(de)(de)形成。餐飲企業不管(guan)是(shi)(shi)(shi)(shi)(shi)廚(chu)房師(shi)傅(fu)帶(dai)徒弟的(de)(de)(de)(de)管(guan)理(li)(li)方(fang)式,還是(shi)(shi)(shi)(shi)(shi)廳(ting)面管(guan)理(li)(li)都帶(dai)著經(jing)(jing)驗式管(guan)理(li)(li),以(yi)前(qian)我(wo)(wo)的(de)(de)(de)(de)師(shi)傅(fu)是(shi)(shi)(shi)(shi)(shi)怎(zen)樣(yang)對(dui)我(wo)(wo)，現在我(wo)(wo)是(shi)(shi)(shi)(shi)(shi)師(shi)傅(fu)我(wo)(wo)也是(shi)(shi)(shi)(shi)(shi)這(zhe)樣(yang)對(dui)你。
這(zhe)就是(shi)現(xian)在大部分餐(can)飲管(guan)(guan)理(li)(li)者經驗式管(guan)(guan)理(li)(li)。看到問(wen)題(ti)，不(bu)(bu)(bu)(bu)會(hui)進(jin)(jin)(jin)行分析(xi)(xi)，只會(hui)馬(ma)(ma)上采(cai)取行動(dong)，最后(hou)問(wen)題(ti)解決(jue)了(le)，但(dan)以(yi)后(hou)也(ye)(ye)很快又(you)發生(sheng)了(le)。這(zhe)是(shi)解決(jue)不(bu)(bu)(bu)(bu)徹底的(de)現(xian)狀。例(li)如(ru)顧客投(tou)訴說(shuo)(shuo)湯里有(you)(you)(you)異物，主管(guan)(guan)一定(ding)有(you)(you)(you)很多(duo)(duo)方(fang)法(fa)來處(chu)(chu)理(li)(li)，但(dan)處(chu)(chu)理(li)(li)完后(hou)，就忽略了(le)分析(xi)(xi)和記(ji)錄，到底是(shi)什么原因，原因即使(shi)找(zhao)到，也(ye)(ye)不(bu)(bu)(bu)(bu)想(xiang)方(fang)法(fa)進(jin)(jin)(jin)行避(bi)免，方(fang)法(fa)想(xiang)到了(le)也(ye)(ye)不(bu)(bu)(bu)(bu)落實執行，落實下去(qu)但(dan)也(ye)(ye)不(bu)(bu)(bu)(bu)去(qu)跟(gen)進(jin)(jin)(jin)，雖(sui)然也(ye)(ye)跟(gen)進(jin)(jin)(jin)但(dan)沒(mei)有(you)(you)(you)做記(ji)錄，最后(hou)也(ye)(ye)忘記(ji)是(shi)如(ru)何處(chu)(chu)理(li)(li)，而且你(ni)自己(ji)知(zhi)道，但(dan)你(ni)離(li)開了(le)，下面的(de)人(ren)接工作(zuo)(zuo)就不(bu)(bu)(bu)(bu)帶如(ru)何處(chu)(chu)理(li)(li)了(le)。雖(sui)然有(you)(you)(you)記(ji)錄但(dan)沒(mei)有(you)(you)(you)拿(na)出來用和分析(xi)(xi)，沒(mei)有(you)(you)(you)價值。只能(neng)說(shuo)(shuo)資料越(yue)多(duo)(duo)，問(wen)題(ti)沒(mei)有(you)(you)(you)減少(shao)。這(zhe)說(shuo)(shuo)明缺少(shao)流(liu)(liu)(liu)程(cheng)(cheng)(cheng)(cheng)管(guan)(guan)理(li)(li)。因為(wei)企(qi)業(ye)流(liu)(liu)(liu)程(cheng)(cheng)(cheng)(cheng)其實企(qi)業(ye)馬(ma)(ma)路(lu)，企(qi)業(ye)沒(mei)有(you)(you)(you)馬(ma)(ma)路(lu)，那么可見交(jiao)通一定(ding)是(shi)堵(du)塞。一個城(cheng)(cheng)市(shi)(shi)(shi)(shi)經濟如(ru)何我們可以(yi)看這(zhe)座城(cheng)(cheng)市(shi)(shi)(shi)(shi)的(de)馬(ma)(ma)路(lu)，一個企(qi)業(ye)管(guan)(guan)理(li)(li)如(ru)何我們也(ye)(ye)可以(yi)看企(qi)業(ye)流(liu)(liu)(liu)程(cheng)(cheng)(cheng)(cheng)。古(gu)人(ren)云要(yao)(yao)致富先(xian)修(xiu)路(lu)。只有(you)(you)(you)把(ba)馬(ma)(ma)路(lu)修(xiu)好才能(neng)帶動(dong)經濟。一個餐(can)飲企(qi)業(ye)要(yao)(yao)想(xiang)管(guan)(guan)理(li)(li)到位就必須先(xian)把(ba)流(liu)(liu)(liu)程(cheng)(cheng)(cheng)(cheng)制定(ding)好。不(bu)(bu)(bu)(bu)凡我們就從(cong)城(cheng)(cheng)市(shi)(shi)(shi)(shi)馬(ma)(ma)路(lu)與企(qi)業(ye)流(liu)(liu)(liu)程(cheng)(cheng)(cheng)(cheng)做一個比較，來啟發大家對(dui)流(liu)(liu)(liu)程(cheng)(cheng)(cheng)(cheng)設(she)計的(de)認(ren)識(shi)。城(cheng)(cheng)市(shi)(shi)(shi)(shi)馬(ma)(ma)路(lu) 企(qi)業(ye)流(liu)(liu)(liu)程(cheng)(cheng)(cheng)(cheng)城(cheng)(cheng)市(shi)(shi)(shi)(shi)馬(ma)(ma)路(lu)小，會(hui)堵(du)車，延長(chang)開車時間；企(qi)業(ye)流(liu)(liu)(liu)程(cheng)(cheng)(cheng)(cheng)少(shao)，員(yuan)工遇到問(wen)題(ti)不(bu)(bu)(bu)(bu)知(zhi)如(ru)何處(chu)(chu)理(li)(li)，耽(dan)誤(wu)時間.城(cheng)(cheng)市(shi)(shi)(shi)(shi)馬(ma)(ma)路(lu)要(yao)(yao)想(xiang)交(jiao)通順暢，還(huan)需要(yao)(yao)交(jiao)警(jing)指(zhi)揮協調，違章要(yao)(yao)手處(chu)(chu)罰； 企(qi)業(ye)流(liu)(liu)(liu)程(cheng)(cheng)(cheng)(cheng)要(yao)(yao)想(xiang)發揮作(zuo)(zuo)用，還(huan)需要(yao)(yao)管(guan)(guan)理(li)(li)者一套控制標準，違歸者如(ru)何處(chu)(chu)理(li)(li)。
城(cheng)市(shi)馬(ma)(ma)路需要(yao)整體規(gui)劃，因城(cheng)市(shi)發展不同需要(yao)進行規(gui)劃。 企(qi)(qi)業(ye)流(liu)(liu)(liu)(liu)(liu)(liu)程(cheng)要(yao)管理者(zhe)整體來制定，要(yao)不斷在營(ying)運過程(cheng)中發現流(liu)(liu)(liu)(liu)(liu)(liu)程(cheng)不足，定期(qi)修(xiu)訂新的(de)流(liu)(liu)(liu)(liu)(liu)(liu)程(cheng)和更改流(liu)(liu)(liu)(liu)(liu)(liu)程(cheng)，如顧(gu)(gu)客(ke)(ke)(ke)投訴流(liu)(liu)(liu)(liu)(liu)(liu)程(cheng)，采購流(liu)(liu)(liu)(liu)(liu)(liu)程(cheng)等。 城(cheng)市(shi)馬(ma)(ma)路需要(yao)紅(hong)綠燈標志，使(shi)人能夠自(zi)覺(jue)。 企(qi)(qi)業(ye)流(liu)(liu)(liu)(liu)(liu)(liu)程(cheng)也(ye)需要(yao)獎(jiang)懲制度(du)，使(shi)員(yuan)工自(zi)覺(jue)遵守(shou)。 這個(ge)城(cheng)市(shi)經常堵車，是(shi)因為車數量與馬(ma)(ma)路容量不成正比。 這個(ge)企(qi)(qi)業(ye)經常出現問(wen)題，是(shi)因為員(yuan)工企(qi)(qi)業(ye)沒有(you)(you)流(liu)(liu)(liu)(liu)(liu)(liu)程(cheng)或流(liu)(liu)(liu)(liu)(liu)(liu)程(cheng)不夠。 是(shi)先(xian)(xian)有(you)(you)車還(huan)是(shi)先(xian)(xian)有(you)(you)路，這個(ge)問(wen)題是(shi)看決策者(zhe)的(de)思想。 是(shi)先(xian)(xian)有(you)(you)雞還(huan)是(shi)先(xian)(xian)有(you)(you)蛋，這個(ge)選擇就看顧(gu)(gu)客(ke)(ke)(ke)是(shi)先(xian)(xian)點雞還(huan)是(shi)先(xian)(xian)要(yao)蛋。如果顧(gu)(gu)客(ke)(ke)(ke)先(xian)(xian)點雞就先(xian)(xian)有(you)(you)雞，顧(gu)(gu)客(ke)(ke)(ke)先(xian)(xian)要(yao)蛋就先(xian)(xian)有(you)(you)蛋，企(qi)(qi)業(ye)流(liu)(liu)(liu)(liu)(liu)(liu)程(cheng)是(shi)根據顧(gu)(gu)客(ke)(ke)(ke)需求而設的(de)，什(shen)么是(shi)顧(gu)(gu)客(ke)(ke)(ke)最(zui)緊(jin)急的(de)，就先(xian)(xian)設定哪個(ge)流(liu)(liu)(liu)(liu)(liu)(liu)程(cheng)。
也許我(wo)們做主管已經好多年，各種(zhong)服務(wu)技(ji)巧和出(chu)品(pin)技(ji)能有很多經驗(yan)都(dou)很熟悉，如(ru)果遇到一(yi)個(ge)什么問(wen)題(ti)(ti)，解決方法一(yi)點都(dou)沒(mei)有問(wen)題(ti)(ti)，但往往發現雖然這次解決了，但下次呢？同樣又出(chu)現，每天開會解決問(wen)題(ti)(ti)都(dou)是那(nei)幾個(ge)，一(yi)點都(dou)沒(mei)有改變(bian)，又怎(zen)么能讓(rang)工作效率提高(gao)呢？這些都(dou)是經驗(yan)式管理的結果。如(ru)果我(wo)們不改變(bian)經驗(yan)式管理，那(nei)么會出(chu)現哪些特點呢？
1、所(suo)有權(quan)和經營權(quan)未分離,所(suo)有權(quan)是(shi)(shi)使老(lao)(lao)板(ban)和股東,經營權(quan)指營業管(guan)理權(quan),一般集(ji)權(quan)中(zhong)心嚴重,大部分權(quan)力(li)都(dou)集(ji)中(zhong)在所(suo)有權(quan)人身上,大部分工(gong)作都(dou)要(yao)(yao)向上指示才可以開展,經營者(zhe)不(bu)知道什(shen)(shen)(shen)么(me)是(shi)(shi)自(zi)(zi)己該確定(ding),什(shen)(shen)(shen)么(me)不(bu)是(shi)(shi)自(zi)(zi)己確定(ding),所(suo)以效(xiao)率(lv)很(hen)(hen)低.士氣很(hen)(hen)底.上面(mian)很(hen)(hen)辛苦,中(zhong)間很(hen)(hen)被(bei)動,下面(mian)很(hen)(hen)依賴.上面(mian)為(wei)什(shen)(shen)(shen)么(me)辛苦呢?很(hen)(hen)多(duo)事情都(dou)需(xu)要(yao)(yao)他(ta)的決(jue)策,就(jiu)連(lian)店(dian)里面(mian)做(zuo)促銷要(yao)(yao)發多(duo)少宣(xuan)傳(chuan)單都(dou)要(yao)(yao)上面(mian)決(jue)定(ding), 做(zuo)一個招聘廣告需(xu)要(yao)(yao)幾百(bai)元都(dou)要(yao)(yao)上面(mian)(指老(lao)(lao)板(ban))決(jue)定(ding),等等上面(mian)能不(bu)累嗎?中(zhong)間做(zuo)事就(jiu)比較被(bei)動, 當然(ran)這也是(shi)(shi)沒有辦法,中(zhong)間能力(li)有限想讓他(ta)們(men)自(zi)(zi)己決(jue)定(ding),但(dan)是(shi)(shi)他(ta)們(men)拿(na)不(bu)了(le)主意.或(huo)者(zhe)做(zuo)了(le)但(dan)效(xiao)果不(bu)好,因(yin)為(wei)中(zhong)間(店(dian)長和管(guan)理者(zhe))能力(li)不(bu)夠(gou),做(zuo)事沒有計劃(hua)性,檢討性.所(suo)以上面(mian)不(bu)放心.
下面更是依(yi)賴(lai)管(guan)(guan)(guan)理(li)(li)(li)者,管(guan)(guan)(guan)理(li)(li)(li)者有(you)(you)在(zai)積極(ji)點,管(guan)(guan)(guan)理(li)(li)(li)者不(bu)在(zai)就(jiu)想辦法偷(tou)懶(lan).這是所有(you)(you)權(quan)(quan)(quan)和經(jing)營(ying)權(quan)(quan)(quan)沒有(you)(you)分開(kai)(kai)原因.那么要(yao)如(ru)何把所有(you)(you)權(quan)(quan)(quan)和經(jing)營(ying)權(quan)(quan)(quan)分開(kai)(kai)呢?我們不(bu)凡學習麥(mai)當(dang)(dang)勞管(guan)(guan)(guan)理(li)(li)(li),界定清楚什么是所有(you)(you)權(quan)(quan)(quan)人(加盟商)管(guan)(guan)(guan)理(li)(li)(li),什么是經(jing)營(ying)權(quan)(quan)(quan)(麥(mai)當(dang)(dang)勞總(zong)部(bu))管(guan)(guan)(guan)理(li)(li)(li)的,麥(mai)當(dang)(dang)勞對(dui)加盟商的管(guan)(guan)(guan)理(li)(li)(li)也有(you)(you)很多要(yao)求,該加盟老(lao)板(ban)自己決(jue)定,麥(mai)當(dang)(dang)勞決(jue)不(bu)干涉,但(dan)有(you)(you)些項目,加盟商必須(xu)服(fu)從麥(mai)當(dang)(dang)勞總(zong)部(bu)安(an)排和接受檢查(cha),就(jiu)例如(ru)食品統(tong)一(yi)標準,必須(xu)嚴格按總(zong)部(bu)要(yao)求履行.即使(shi)你是加盟老(lao)板(ban)也決(jue)不(bu)能反對(dui).所以(yi)(yi)麥(mai)當(dang)(dang)勞可以(yi)(yi)在(zai)全球122個國(guo)家開(kai)(kai)3萬多家店.營(ying)業額(e)近(jin)400億美(mei)金,就(jiu)是有(you)(you)賴(lai)于所有(you)(you)權(quan)(quan)(quan)和經(jing)營(ying)權(quan)(quan)(quan)分離.
2、決(jue)策(ce)(ce)沒(mei)有(you)(you)(you)(you)科學程序,決(jue)策(ce)(ce)靠經驗判斷,而沒(mei)有(you)(you)(you)(you)數據,因為(wei)決(jue)策(ce)(ce)的(de)前提是數據,但(dan)(dan)餐飲管(guan)理者往(wang)往(wang)缺少(shao)數據來(lai)源,靠直(zhi)(zhi)覺(jue)(jue)和(he)經驗判斷.靠直(zhi)(zhi)覺(jue)(jue)和(he)經驗判斷會有(you)(you)(you)(you)什么后果(guo)(guo)呢?例如(ru)(ru)選擇(ze)店址(zhi)我們(men)現在更多(duo)(duo)(duo)靠直(zhi)(zhi)覺(jue)(jue)和(he)判斷,那(nei)么有(you)(you)(you)(you)些店生(sheng)意(yi)就(jiu)(jiu)好,有(you)(you)(you)(you)些店生(sheng)意(yi)就(jiu)(jiu)不好,每(mei)天都有(you)(you)(you)(you)很多(duo)(duo)(duo)餐廳(ting)關(guan)門倒閉,店轉(zhuan)來(lai)轉(zhuan)去,但(dan)(dan)肯德(de)雞選擇(ze)店址(zhi)更多(duo)(duo)(duo)靠數據來(lai)決(jue)策(ce)(ce),所以(yi)肯德(de)雞能(neng)開1萬多(duo)(duo)(duo)家,麥當勞能(neng)開3萬多(duo)(duo)(duo)家,我們(men)餐廳(ting)又(you)能(neng)開多(duo)(duo)(duo)少(shao)家呢?如(ru)(ru)肯德(de)雞采取記分(fen)(fen)法,商(shang)場營業額1000萬計算1分(fen)(fen),增加(jia)1千萬加(jia)1分(fen)(fen),地鐵和(he)公(gong)交(jiao)路線有(you)(you)(you)(you)不同(tong)分(fen)(fen)值,行人方(fang)向流量有(you)(you)(you)(you)多(duo)(duo)(duo)大,這(zhe)些都要派人進(jin)行實地捏(nie)表測量,有(you)(you)(you)(you)多(duo)(duo)(duo)少(shao)人經過該(gai)位置,選址(zhi)人員將采集回來(lai)數據輸入(ru)專(zhuan)業計算機(ji)軟件,測算出該(gai)區投資(zi)(zi)的(de)*額度,一(yi)旦超(chao)過公(gong)司規定投資(zi)(zi)額,肯德(de)機(ji)就(jiu)(jiu)會放(fang)棄這(zhe)個(ge)商(shang)圈.這(zhe)是數據決(jue)策(ce)(ce)的(de)結果(guo)(guo).如(ru)(ru)果(guo)(guo)我們(men)沒(mei)能(neng)靠數據來(lai)決(jue)策(ce)(ce)的(de)話,我們(men)又(you)怎能(neng)多(duo)(duo)(duo)開連鎖店呢?怎能(neng)開一(yi)家好一(yi)家呢?
還有年度預(yu)算(suan),我(wo)們(men)制定(ding)營業(ye)額(e)(e)目(mu)標(biao)出(chu)來(lai)(lai),主要通過哪些(xie)(xie)數據來(lai)(lai)的呢?這(zhe)些(xie)(xie)數據夠嗎(ma)(ma)?這(zhe)些(xie)(xie)數據來(lai)(lai)源確(que)實嗎(ma)(ma)?還是自(zi)己(ji)靠(kao)自(zi)己(ji)店每年營業(ye)經驗來(lai)(lai)決策營業(ye)額(e)(e)目(mu)標(biao)呢?那么(me)到底預(yu)算(suan)出(chu)來(lai)(lai)目(mu)標(biao)和成本,又有什么(me)用呢?沒有辦(ban)法(fa)利用預(yu)算(suan)來(lai)(lai)提高(gao)營業(ye)額(e)(e).
3、缺乏合(he)(he)理(li)的(de)規章制(zhi)(zhi)度(du)(du),就例如喝酒(jiu)駕(jia)駛(shi),制(zhi)(zhi)度(du)(du)會(hui)罰款50元,但司(si)機說沒有喝酒(jiu),你(ni)要罰款要進行酒(jiu)精(jing)檢測(ce),那么(me)酒(jiu)精(jing)檢測(ce)費(fei)高于50元,所以制(zhi)(zhi)度(du)(du)沒有非(fei)常好執行,因為(wei)制(zhi)(zhi)度(du)(du)不合(he)(he)理(li).同樣公司(si)規定制(zhi)(zhi)度(du)(du)要求員工(gong)(gong)上班要穿(chuan)制(zhi)(zhi)服(fu),但是制(zhi)(zhi)服(fu)只有一(yi)套,夏天(tian)穿(chuan)差不多,冬天(tian)員工(gong)(gong)穿(chuan)會(hui)著涼,什(shen)么(me)辦不穿(chuan)制(zhi)(zhi)服(fu)還(huan)是穿(chuan)呢?穿(chuan)違反(fan)公司(si)以人為(wei)本(ben)文化,不穿(chuan)違反(fan)制(zhi)(zhi)度(du)(du)要求.所以制(zhi)(zhi)度(du)(du)要求有沖突不合(he)(he)理(li).這(zhe)就是制(zhi)(zhi)度(du)(du)制(zhi)(zhi)定合(he)(he)理(li)性.
4、制(zhi)度(du)(du)制(zhi)定出來沒有(you)統一執(zhi)(zhi)行, 每天要(yao)求員(yuan)工不能遲到(dao),自(zi)己(ji)經常遲到(dao),要(yao)求員(yuan)工不能在公司范圍抽(chou)煙(yan),自(zi)己(ji)卻在辦公室(shi)抽(chou)煙(yan).要(yao)求員(yuan)工節(jie)約(yue)成本(ben),自(zi)己(ji)空(kong)調開20度(du)(du)以下,要(yao)求員(yuan)工做好服務,自(zi)己(ji)卻經常發脾(pi)氣,動(dong)不動(dong)就(jiu)罵員(yuan)工.所以再(zai)好的制(zhi)度(du)(du)都執(zhi)(zhi)行不到(dao)位(wei)原因(yin)是(shi)主管遵(zun)守(shou)不夠.制(zhi)度(du)(du)不完善,例(li)如員(yuan)工遲到(dao)有(you)扣錢(qian),員(yuan)工沒有(you)服務好客(ke)人(ren)什么(me)辦?員(yuan)工不穿制(zhi)服有(you)處罰,那么(me)對(dui)同事不禮貌什么(me)辦?
5、缺乏(fa)合(he)(he)(he)理的分(fen)(fen)工(gong)(gong),張(zhang)三工(gong)(gong)作很(hen)(hen)(hen)忙(mang)(mang)很(hen)(hen)(hen)辛苦,但(dan)(dan)(dan)李四沒有(you)(you)(you)事情(qing)做,這是(shi)(shi)(shi)(shi)(shi)(shi)(shi)工(gong)(gong)作分(fen)(fen)工(gong)(gong)不(bu)(bu)合(he)(he)(he)理導致,主(zhu)管很(hen)(hen)(hen)忙(mang)(mang)但(dan)(dan)(dan)下屬沒事做,這是(shi)(shi)(shi)(shi)(shi)(shi)(shi)餐(can)飲(yin)(yin)企(qi)(qi)業現(xian)(xian)狀,越(yue)(yue)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)高層越(yue)(yue)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)忙(mang)(mang),因(yin)為大家分(fen)(fen)工(gong)(gong)不(bu)(bu)合(he)(he)(he)理,管理者不(bu)(bu)知道哪些(xie)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)自(zi)己(ji)該(gai)做,那些(xie)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)不(bu)(bu)該(gai)做.就(jiu)(jiu)例一(yi)位合(he)(he)(he)格店(dian)長應該(gai)重點(dian)(dian)放在(zai)分(fen)(fen)析(xi)顧(gu)(gu)客(ke)(ke)需求(qiu)(qiu),整合(he)(he)(he)資(zi)(zi)(zi)源(yuan)來滿足顧(gu)(gu)客(ke)(ke)需求(qiu)(qiu),把資(zi)(zi)(zi)源(yuan)合(he)(he)(he)理分(fen)(fen)配(pei)好,并監(jian)督好主(zhu)管使(shi)用資(zi)(zi)(zi)源(yuan)有(you)(you)(you)效(xiao)性(xing),這才能(neng)使(shi)企(qi)(qi)業健(jian)康賺(zhuan)錢(qian)(qian)(qian),但(dan)(dan)(dan)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)往往店(dian)長工(gong)(gong)作重點(dian)(dian)不(bu)(bu)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)在(zai)這里研究,而是(shi)(shi)(shi)(shi)(shi)(shi)(shi)和員工(gong)(gong)一(yi)起(qi)忙(mang)(mang)碌服務客(ke)(ke)人,感(gan)覺(jue)到店(dian)長很(hen)(hen)(hen)忙(mang)(mang),但(dan)(dan)(dan)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)生(sheng)(sheng)意(yi)卻不(bu)(bu)見好轉.越(yue)(yue)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)忙(mang)(mang)碌越(yue)(yue)出問(wen)題,原(yuan)因(yin)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)分(fen)(fen)工(gong)(gong)不(bu)(bu)合(he)(he)(he)理.所以(yi)(yi)(yi)只(zhi)能(neng)短(duan)期讓餐(can)廳(ting)(ting)(ting)賺(zhuan)到錢(qian)(qian)(qian),但(dan)(dan)(dan)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)不(bu)(bu)健(jian)康賺(zhuan)錢(qian)(qian)(qian),是(shi)(shi)(shi)(shi)(shi)(shi)(shi)在(zai)透支企(qi)(qi)業資(zi)(zi)(zi)源(yuan),是(shi)(shi)(shi)(shi)(shi)(shi)(shi)拿明天(tian)(tian)的資(zi)(zi)(zi)源(yuan)來賺(zhuan)今天(tian)(tian)的錢(qian)(qian)(qian),所以(yi)(yi)(yi)餐(can)飲(yin)(yin)企(qi)(qi)業壽命(ming)很(hen)(hen)(hen)短(duan),原(yuan)因(yin)就(jiu)(jiu)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)資(zi)(zi)(zi)源(yuan)使(shi)用不(bu)(bu)合(he)(he)(he)理,到最(zui)后發(fa)現(xian)(xian)資(zi)(zi)(zi)源(yuan)都(dou)用完(wan)了(le),企(qi)(qi)業自(zi)然就(jiu)(jiu)賺(zhuan)不(bu)(bu)到錢(qian)(qian)(qian).例如曾經(jing)有(you)(you)(you)家餐(can)廳(ting)(ting)(ting)剛開業時(shi)候生(sheng)(sheng)意(yi)很(hen)(hen)(hen)好,但(dan)(dan)(dan)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)經(jing)過(guo)三個(ge)(ge)月后生(sheng)(sheng)意(yi)慢(man)慢(man)淡了(le),原(yuan)因(yin)就(jiu)(jiu)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)剛開業時(shi)顧(gu)(gu)客(ke)(ke)為了(le)品嘗新(xin),但(dan)(dan)(dan)經(jing)過(guo)三個(ge)(ge)月后發(fa)現(xian)(xian)餐(can)廳(ting)(ting)(ting)一(yi)點(dian)(dian)都(dou)沒有(you)(you)(you)創(chuang)新(xin),每天(tian)(tian)都(dou)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)那些(xie)菜品,而且員工(gong)(gong)工(gong)(gong)作很(hen)(hen)(hen)辛苦,第二天(tian)(tian)精神自(zi)然不(bu)(bu)好,更(geng)談不(bu)(bu)起(qi)服務如何?最(zui)起(qi)碼顧(gu)(gu)客(ke)(ke)點(dian)(dian)菜,都(dou)會上(shang)錯(cuo),而且上(shang)菜速度很(hen)(hen)(hen)慢(man).就(jiu)(jiu)這樣生(sheng)(sheng)意(yi)越(yue)(yue)來越(yue)(yue)差.所以(yi)(yi)(yi)店(dian)長主(zhu)要該(gai)做合(he)(he)(he)理分(fen)(fen)工(gong)(gong),認(ren)識(shi)自(zi)己(ji)什(shen)么(me)是(shi)(shi)(shi)(shi)(shi)(shi)(shi)該(gai)做,什(shen)么(me)需要交給員工(gong)(gong)去做,什(shen)么(me)不(bu)(bu)能(neng)做?什(shen)么(me)可以(yi)(yi)(yi)以(yi)(yi)(yi)后在(zai)做.合(he)(he)(he)理分(fen)(fen)工(gong)(gong),合(he)(he)(he)理分(fen)(fen)配(pei)資(zi)(zi)(zi)源(yuan).餐(can)廳(ting)(ting)(ting)才能(neng)健(jian)康賺(zhuan)錢(qian)(qian)(qian).
6、師(shi)傅(fu)(fu)帶徒(tu)(tu)弟的(de)(de)管(guan)(guan)理方式,徒(tu)(tu)弟要(yao)學(xue)一(yi)門手藝(yi)那么(me)(me)什(shen)么(me)(me)都要(yao)聽(ting)老(lao)大的(de)(de),不(bu)(bu)管(guan)(guan)你(ni)的(de)(de)想(xiang)(xiang)法怎樣(yang),只要(yao)很(hen)老(lao)大想(xiang)(xiang)法不(bu)(bu)一(yi)樣(yang),就(jiu)(jiu)是(shi)錯的(de)(de),不(bu)(bu)會(hui)(hui)(hui)傾聽(ting)徒(tu)(tu)弟的(de)(de)任何建(jian)議.老(lao)大心情好就(jiu)(jiu)對你(ni)好點(dian)(dian),心情不(bu)(bu)好就(jiu)(jiu)罵你(ni)出氣(qi),你(ni)要(yao)學(xue)一(yi)門手藝(yi)不(bu)(bu)經(jing)過3年(nian)你(ni)學(xue)不(bu)(bu)到.這是(shi)行(xing)(xing)規.所以導致(zhi)老(lao)大的(de)(de)位(wei)置很(hen)難有(you)人(ren)能(neng)取締,所以老(lao)大地位(wei)很(hen)高.除了(le)(le)老(lao)板就(jiu)(jiu)是(shi)老(lao)大.那么(me)(me)就(jiu)(jiu)會(hui)(hui)(hui)導致(zhi)企(qi)業管(guan)(guan)理很(hen)難提升上去,很(hen)多(duo)管(guan)(guan)理制度(du)(du)和標(biao)(biao)準(zhun)(zhun)到了(le)(le)下面(mian)執行(xing)(xing),總是(shi)執行(xing)(xing)不(bu)(bu)到位(wei).廳(ting)面(mian)服務(wu)(wu)還停留在(zai)跑堂,古代叫伙計,伙計就(jiu)(jiu)是(shi)客人(ren)點(dian)(dian)菜你(ni)記,現(xian)在(zai)是(shi)服務(wu)(wu)員,工作行(xing)(xing)為(wei)要(yao)讓顧客心服口服,提供服務(wu)(wu)要(yao)務(wu)(wu)實專業意思,不(bu)(bu)能(neng)只停留在(zai)顧客點(dian)(dian)菜你(ni)記錄(lu),而且要(yao)成為(wei)顧客私人(ren)營養顧問,給(gei)客人(ren)提供合(he)適(shi)菜品(pin),健康(kang)均勻營養食品(pin),這才是(shi)我(wo)(wo)們(men)(men)(men)要(yao)做的(de)(de),但(dan)(dan)是(shi)往往有(you)些(xie)餐(can)廳(ting)不(bu)(bu)是(shi)這樣(yang),還是(shi)被動(dong)服務(wu)(wu)和不(bu)(bu)專業服務(wu)(wu).導致(zhi)這些(xie)問題的(de)(de)原因(yin)(yin)是(shi)師(shi)傅(fu)(fu)帶徒(tu)(tu)弟管(guan)(guan)理方式,員工缺(que)少(shao)(shao)(shao)創意,缺(que)少(shao)(shao)(shao)主動(dong),能(neng)力提升速度(du)(du)很(hen)慢,沒(mei)有(you)標(biao)(biao)準(zhun)(zhun),如(ru)果師(shi)傅(fu)(fu)走人(ren),徒(tu)(tu)弟就(jiu)(jiu)傻了(le)(le),因(yin)(yin)為(wei)不(bu)(bu)知(zhi)道什(shen)么(me)(me)做?因(yin)(yin)為(wei)師(shi)傅(fu)(fu)告訴他炒菜要(yao)放少(shao)(shao)(shao)許(xu)(xu)(xu)鹽,少(shao)(shao)(shao)許(xu)(xu)(xu)味精,少(shao)(shao)(shao)許(xu)(xu)(xu)淀粉(fen).但(dan)(dan)這少(shao)(shao)(shao)許(xu)(xu)(xu)每次都是(shi)師(shi)傅(fu)(fu)在(zai)旁邊看,現(xian)在(zai)師(shi)傅(fu)(fu)不(bu)(bu)在(zai)旁邊我(wo)(wo)這少(shao)(shao)(shao)許(xu)(xu)(xu)到底是(shi)放多(duo)少(shao)(shao)(shao)呢(ni)?沒(mei)有(you)標(biao)(biao)準(zhun)(zhun)管(guan)(guan)理又如(ru)何提升呢(ni)?如(ru)何培養后續人(ren)才呢(ni)?所以中(zhong)國很(hen)多(duo)什(shen)么(me)(me)祖(zu)傳秘(mi)方就(jiu)(jiu)這樣(yang)被埋(mai)沒(mei)了(le)(le).但(dan)(dan)麥當勞人(ren)家是(shi)要(yao)求很(hen)多(duo)標(biao)(biao)準(zhun)(zhun),一(yi)杯可(ke)(ke)樂(le)放多(duo)少(shao)(shao)(shao)冰(bing)塊合(he)適(shi),所以我(wo)(wo)們(men)(men)(men)在(zai)喝可(ke)(ke)樂(le)時(shi)(shi)冰(bing)塊會(hui)(hui)(hui)隨著我(wo)(wo)們(men)(men)(men)吸的(de)(de)時(shi)(shi)間(jian)一(yi)直保持(chi)那種不(bu)(bu)變的(de)(de)口感(gan).在(zai)炸(zha)薯條(tiao)時(shi)(shi)多(duo)長時(shi)(shi)間(jian),所以薯條(tiao)出來(lai)的(de)(de)口感(gan)都是(shi)一(yi)樣(yang).但(dan)(dan)我(wo)(wo)們(men)(men)(men)中(zhong)國人(ren)吃(chi)的(de)(de)白(bai)米飯都已經(jing)幾百年(nian)了(le)(le),可(ke)(ke)是(shi)煮出來(lai)白(bai)米飯今天(tian)(tian)比(bi)較硬點(dian)(dian)了(le)(le),明天(tian)(tian)就(jiu)(jiu)比(bi)較軟(ruan)點(dian)(dian),無法保持(chi)穩定.是(shi)什(shen)么(me)(me)原因(yin)(yin)是(shi)師(shi)傅(fu)(fu)帶徒(tu)(tu)弟原因(yin)(yin),沒(mei)有(you)標(biao)(biao)準(zhun)(zhun)。
7、人(ren)治而(er)非法治的(de)(de)管(guan)(guan)(guan)(guan)理(li)(li)(li)理(li)(li)(li)念,靠人(ren)管(guan)(guan)(guan)(guan)人(ren),而(er)非制(zhi)(zhi)度(du)管(guan)(guan)(guan)(guan)人(ren),所以(yi)只要(yao)(yao)主(zhu)(zhu)管(guan)(guan)(guan)(guan)一走開(kai),員(yuan)(yuan)工(gong)(gong)(gong)就(jiu)失去動力.沒(mei)(mei)有(you)(you)發(fa)揮(hui)制(zhi)(zhi)度(du)的(de)(de)威力,制(zhi)(zhi)度(du)雖然(ran)有(you)(you),但沒(mei)(mei)有(you)(you)主(zhu)(zhu)管(guan)(guan)(guan)(guan)就(jiu)如(ru)(ru)果(guo)一把(ba)寶劍(jian)無人(ren)使用一樣(yang)如(ru)(ru)同廢品.制(zhi)(zhi)度(du)和(he)主(zhu)(zhu)管(guan)(guan)(guan)(guan)緊緊連(lian)在(zai)(zai)一起.員(yuan)(yuan)工(gong)(gong)(gong)是害怕主(zhu)(zhu)管(guan)(guan)(guan)(guan)而(er)非擔心制(zhi)(zhi)度(du)是否違歸. 就(jiu)例如(ru)(ru)員(yuan)(yuan)工(gong)(gong)(gong)遲到(dao),員(yuan)(yuan)工(gong)(gong)(gong)不(bu)(bu)(bu)是害怕遲到(dao)會(hui)扣錢,而(er)是擔心找人(ren)待打卡(ka)會(hui)不(bu)(bu)(bu)會(hui)被主(zhu)(zhu)管(guan)(guan)(guan)(guan)看(kan)到(dao),如(ru)(ru)果(guo)主(zhu)(zhu)管(guan)(guan)(guan)(guan)沒(mei)(mei)有(you)(you)看(kan)到(dao)就(jiu)沒(mei)(mei)事.制(zhi)(zhi)度(du)沒(mei)(mei)有(you)(you)發(fa)揮(hui)真正作用,制(zhi)(zhi)度(du)作用是主(zhu)(zhu)管(guan)(guan)(guan)(guan)不(bu)(bu)(bu)在(zai)(zai)員(yuan)(yuan)工(gong)(gong)(gong)照樣(yang)做好.因(yin)為(wei)制(zhi)(zhi)度(du)包括懲(cheng)罰制(zhi)(zhi)度(du)和(he)獎(jiang)(jiang)勵(li)(li)制(zhi)(zhi)度(du),制(zhi)(zhi)度(du)不(bu)(bu)(bu)能僅僅是懲(cheng)罰或者(zhe)獎(jiang)(jiang)勵(li)(li),兩者(zhe)都要(yao)(yao)有(you)(you).就(jiu)例如(ru)(ru)趕一頭驢(lv)進(jin)棚一樣(yang),你(ni)如(ru)(ru)果(guo)使勁拿東西打它,驢(lv)脾氣是很撅,驢(lv)是不(bu)(bu)(bu)會(hui)進(jin)入棚的(de)(de),但如(ru)(ru)果(guo)你(ni)給(gei)蘿卜在(zai)(zai)前面指導驢(lv)進(jin)棚的(de)(de)話,驢(lv)就(jiu)乖乖進(jin)去,這就(jiu)是獎(jiang)(jiang)勵(li)(li).同樣(yang)如(ru)(ru)果(guo)只有(you)(you)獎(jiang)(jiang)勵(li)(li)制(zhi)(zhi)度(du)沒(mei)(mei)有(you)(you)懲(cheng)罰制(zhi)(zhi)度(du)很不(bu)(bu)(bu)行(xing),因(yin)為(wei)人(ren)不(bu)(bu)(bu)會(hui)滿足的(de)(de),在(zai)(zai)人(ren)肚子(zi)餓(e)時候(hou)給(gei)他一碗(wan)飯吃是救命(ming),給(gei)他第二碗(wan)飯是聽命(ming),給(gei)第三碗(wan)飯是要(yao)(yao)命(ming).所以(yi)我們更多要(yao)(yao)通過懲(cheng)罰和(he)獎(jiang)(jiang)勵(li)(li)制(zhi)(zhi)度(du)管(guan)(guan)(guan)(guan)理(li)(li)(li)方(fang)法要(yao)(yao)提升(sheng)員(yuan)(yuan)工(gong)(gong)(gong)行(xing)為(wei).
8、換領導就換制度(du)(du),有(you)三(san)種(zhong)(zhong)情(qing)況(kuang)一種(zhong)(zhong)是一些(xie)主(zhu)管不能接受別人(ren)留下(xia)(xia)來(lai)的制度(du)(du),為了體現(xian)自己在組(zu)織中作用和(he)地(di)位,重新修(xiu)訂(ding)制度(du)(du).另一種(zhong)(zhong)是這些(xie)制度(du)(du)只(zhi)有(you)那位領導才有(you)號召力執行,其他(ta)主(zhu)管執行不下(xia)(xia)去(qu),第三(san)種(zhong)(zhong)情(qing)況(kuang)制度(du)(du)現(xian)在不符合現(xian)階段需求要(yao)更新.
這(zhe)些就是經驗(yan)式管(guan)理(li)(li)的特(te)點(dian),現在中小餐飲(yin)企業都是靠著經驗(yan)式管(guan)理(li)(li),一些餐飲(yin)集團公(gong)司正努力從經驗(yan)式管(guan)理(li)(li)轉變科(ke)學管(guan)理(li)(li),所以處于上面科(ke)學管(guan)理(li)(li)框架有了,但下面執行還是經驗(yan)式管(guan)理(li)(li)階段(duan)。
我們應該靠什么來管理企業？
我(wo)(wo)們(men)(men)要(yao)靠系(xi)(xi)(xi)(xi)統(tong)(tong)(tong)管理和標準管理以及流程管理，同樣企(qi)(qi)業(ye)(ye)缺少系(xi)(xi)(xi)(xi)統(tong)(tong)(tong)，就(jiu)(jiu)(jiu)變成(cheng)各部(bu)(bu)門各自(zi)(zi)(zi)做(zuo)自(zi)(zi)(zi)己(ji)工(gong)作(zuo)，每(mei)個(ge)(ge)部(bu)(bu)門都(dou)完成(cheng)自(zi)(zi)(zi)己(ji)工(gong)作(zuo)，但(dan)完成(cheng)工(gong)作(zuo)效果不(bu)(bu)明(ming)顯。就(jiu)(jiu)(jiu)例如一(yi)(yi)(yi)(yi)個(ge)(ge)農(nong)民在田(tian)里(li)干活(huo)，早上(shang)(shang)時(shi)候(hou)發(fa)(fa)現幾個(ge)(ge)象老(lao)(lao)(lao)板(ban)(ban)(ban)的(de)人(ren)來田(tian)里(li)，在田(tian)里(li)挖(wa)了一(yi)(yi)(yi)(yi)個(ge)(ge)坑(keng)，挖(wa)完就(jiu)(jiu)(jiu)走了。下午又來幾個(ge)(ge)人(ren)，把(ba)(ba)這(zhe)(zhe)個(ge)(ge)抗給(gei)填(tian)(tian)上(shang)(shang)。農(nong)民很奇怪，于是(shi)(shi)就(jiu)(jiu)(jiu)走過(guo)去(qu)問(wen)(wen)，你們(men)(men)問(wen)(wen)題早上(shang)(shang)挖(wa)抗下午填(tian)(tian)抗了，其(qi)(qi)中(zhong)一(yi)(yi)(yi)(yi)個(ge)(ge)老(lao)(lao)(lao)板(ban)(ban)(ban)向他(ta)(ta)(ta)解(jie)釋，是(shi)(shi)這(zhe)(zhe)樣，今(jin)天是(shi)(shi)他(ta)(ta)(ta)們(men)(men)公(gong)司植樹節，公(gong)司舉辦(ban)植樹活(huo)動(dong)(dong)。早上(shang)(shang)是(shi)(shi)人(ren)力資源部(bu)(bu)負(fu)責挖(wa)坑(keng)，下午是(shi)(shi)我(wo)(wo)們(men)(men)業(ye)(ye)務(wu)部(bu)(bu)負(fu)責填(tian)(tian)坑(keng)，中(zhong)午是(shi)(shi)行(xing)政部(bu)(bu)負(fu)責放樹苗，但(dan)我(wo)(wo)不(bu)(bu)知道為什么行(xing)政部(bu)(bu)沒(mei)有(you)來，我(wo)(wo)要(yao)回去(qu)看問(wen)(wen)一(yi)(yi)(yi)(yi)下。因為我(wo)(wo)們(men)(men)要(yao)確(que)保自(zi)(zi)(zi)己(ji)工(gong)作(zuo)完成(cheng)所(suo)以沒(mei)有(you)辦(ban)法(fa)，我(wo)(wo)們(men)(men)只有(you)把(ba)(ba)坑(keng)填(tian)(tian)了。當他(ta)(ta)(ta)們(men)(men)回去(qu)問(wen)(wen)行(xing)政部(bu)(bu)時(shi)，行(xing)政部(bu)(bu)反(fan)問(wen)(wen)說，老(lao)(lao)(lao)板(ban)(ban)(ban)今(jin)天交代一(yi)(yi)(yi)(yi)個(ge)(ge)貴賓由行(xing)政接(jie)待(dai)(dai)，這(zhe)(zhe)個(ge)(ge)貴賓可(ke)是(shi)(shi)很重要(yao)，同時(shi)我(wo)(wo)們(men)(men)在其(qi)(qi)他(ta)(ta)(ta)地區(qu)發(fa)(fa)展重要(yao)合作(zuo)伙伴，你說我(wo)(wo)們(men)(men)能(neng)不(bu)(bu)接(jie)待(dai)(dai)嗎？沒(mei)有(you)一(yi)(yi)(yi)(yi)個(ge)(ge)人(ren)敢說不(bu)(bu)接(jie)待(dai)(dai)的(de)。你怪哪個(ge)(ge)部(bu)(bu)門，人(ren)力資源部(bu)(bu)也是(shi)(shi)準時(shi)挖(wa)坑(keng)，業(ye)(ye)務(wu)部(bu)(bu)也是(shi)(shi)準時(shi)填(tian)(tian)坑(keng)，但(dan)是(shi)(shi)效果有(you)嗎？沒(mei)有(you)。這(zhe)(zhe)說明(ming)一(yi)(yi)(yi)(yi)個(ge)(ge)企(qi)(qi)業(ye)(ye)系(xi)(xi)(xi)(xi)統(tong)(tong)(tong)缺乏。沒(mei)有(you)系(xi)(xi)(xi)(xi)統(tong)(tong)(tong)管理就(jiu)(jiu)(jiu)無(wu)法(fa)讓企(qi)(qi)業(ye)(ye)聯動(dong)(dong)。一(yi)(yi)(yi)(yi)樣系(xi)(xi)(xi)(xi)統(tong)(tong)(tong)就(jiu)(jiu)(jiu)是(shi)(shi)要(yao)發(fa)(fa)揮(hui)企(qi)(qi)業(ye)(ye)聯動(dong)(dong)功能(neng)。系(xi)(xi)(xi)(xi)統(tong)(tong)(tong)就(jiu)(jiu)(jiu)好比一(yi)(yi)(yi)(yi)部(bu)(bu)車的(de)零(ling)(ling)部(bu)(bu)件(jian)，在沒(mei)有(you)成(cheng)型之前(qian)，零(ling)(ling)部(bu)(bu)件(jian)都(dou)是(shi)(shi)獨(du)立，形成(cheng)一(yi)(yi)(yi)(yi)部(bu)(bu)車后，那么一(yi)(yi)(yi)(yi)個(ge)(ge)零(ling)(ling)部(bu)(bu)件(jian)動(dong)(dong)其(qi)(qi)他(ta)(ta)(ta)零(ling)(ling)部(bu)(bu)件(jian)就(jiu)(jiu)(jiu)會跟著動(dong)(dong)起來。這(zhe)(zhe)就(jiu)(jiu)(jiu)是(shi)(shi)系(xi)(xi)(xi)(xi)統(tong)(tong)(tong)要(yao)發(fa)(fa)揮(hui)的(de)功能(neng)。
這些(xie)管理標準整(zheng)合就是(shi)科(ke)學管理階段(duan)的誕(dan)生，那么科(ke)學管理階段(duan)誕(dan)生后的特點有那些(xie)呢(ni)？
1、所(suo)有(you)(you)權和經(jing)(jing)營(ying)權分(fen)開,單店(dian)有(you)(you)獨(du)立預算和經(jing)(jing)營(ying)權,老(lao)(lao)板(ban)變成教練不(bu)是(shi)(shi)(shi)領導,老(lao)(lao)板(ban)跑到圈外面(mian),可(ke)以(yi)(yi)去(qu)打(da)(da)*,喝咖啡.看著分(fen)店(dian)在營(ying)運,自(zi)己只是(shi)(shi)(shi)起(qi)到訓(xun)練和引導作(zuo)用,所(suo)以(yi)(yi)象王石一樣企(qi)業(ye)家可(ke)以(yi)(yi)登山,企(qi)業(ye)照樣運作(zuo),老(lao)(lao)板(ban)可(ke)以(yi)(yi)外出(chu)渡假1個月企(qi)業(ye)照樣營(ying)運,不(bu)出(chu)問題.不(bu)要遇到什(shen)么事情就要打(da)(da)電話給老(lao)(lao)板(ban).老(lao)(lao)板(ban)電話很忙,一旦老(lao)(lao)板(ban)電話幾(ji)天突(tu)然不(bu)響感覺(jue)很奇(qi)怪,不(bu)放心.老(lao)(lao)板(ban)自(zi)己都會打(da)(da)電話回去(qu)過問一下,今(jin)天生意怎樣有(you)(you)什(shen)么問題嗎?這是(shi)(shi)(shi)不(bu)放心的(de)表現.還(huan)有(you)(you)股(gu)(gu)東就是(shi)(shi)(shi)股(gu)(gu)東,只擁(yong)有(you)(you)分(fen)紅(hong)的(de)權益,不(bu)參與指手畫腳.如果股(gu)(gu)東有(you)(you)具體職位(wei),那么該職位(wei)是(shi)(shi)(shi)你工(gong)作(zuo)本(ben)份,把(ba)他(ta)(ta)做好就可(ke)以(yi)(yi),不(bu)參與其他(ta)(ta)工(gong)作(zuo)管理.
餐廳內部管(guan)理界定比(bi)較清楚.經(jing)(jing)營(ying)(ying)者的(de)權(quan)責利(li)很(hen)清楚.就好比(bi)婚姻,婚姻經(jing)(jing)營(ying)(ying)權(quan)是夫妻共同(tong)負責,所有權(quan)是婚姻雙(shuang)(shuang)方(fang)的(de)父(fu)(fu)母(mu),婚姻雙(shuang)(shuang)方(fang)父(fu)(fu)母(mu)可(ke)以對兒女(nv)提出意見,但(dan)如果父(fu)(fu)母(mu)干(gan)涉太(tai)多夫妻之間生活,那么(me)婚姻就會(hui)出現問題.當然(ran)作為(wei)兒女(nv)要(yao)為(wei)父(fu)(fu)母(mu)創造物(wu)質和(he)精神(shen)上的(de)東西,就是一份孝心(xin)(xin),除了物(wu)質表達孝心(xin)(xin)還有精神(shen)上表達孝心(xin)(xin),要(yao)經(jing)(jing)常回家看(kan)看(kan)父(fu)(fu)母(mu)一樣.除了金(jin)錢.就是經(jing)(jing)營(ying)(ying)者要(yao)為(wei)企業所有者創造利(li)潤(run)(run)和(he)品(pin)牌一樣.單有利(li)潤(run)(run)也(ye)不(bu)行,損失企業品(pin)牌的(de)經(jing)(jing)營(ying)(ying)也(ye)是透支.但(dan)要(yao)樹立品(pin)牌但(dan)沒有利(li)潤(run)(run)為(wei)基礎也(ye)是也(ye)難塑(su)造品(pin)牌,因為(wei)塑(su)造品(pin)牌需要(yao)費用(yong).
2、依法治企(qi)，制(zhi)度(du)完善，非常(chang)嚴(yan)格,就好(hao)比軍(jun)(jun)事(shi)化管(guan)理,軍(jun)(jun)隊(dui)一(yi)切服(fu)從黨的安排(pai),軍(jun)(jun)紀如山,不(bu)(bu)動搖,違反軍(jun)(jun)紀就遭受懲罰.早上(shang)幾(ji)點(dian)起(qi)(qi)來集(ji)訓就要準時,否(fou)則軍(jun)(jun)官就會很(hen)嚴(yan)厲責罵你(ni),吃飯和睡(shui)覺(jue)都要嚴(yan)格遵守制(zhi)度(du).企(qi)業內部也(ye)是(shi)(shi)(shi)如此(ci),上(shang)下班規定,違反制(zhi)度(du)決(jue)不(bu)(bu)留情面(mian),遲到幾(ji)分鐘該(gai)扣多少錢就扣,不(bu)(bu)管(guan)是(shi)(shi)(shi)誰都一(yi)樣.哪怕是(shi)(shi)(shi)老(lao)板自己違反制(zhi)度(du)也(ye)要接受懲罰.曾經一(yi)家餐廳,因(yin)(yin)為年度(du)考核(he)(he)(he)時候,一(yi)位(wei)主任(ren)考核(he)(he)(he)合格通(tong)過,但是(shi)(shi)(shi)沒(mei)有(you)加(jia)薪(xin),原(yuan)因(yin)(yin)是(shi)(shi)(shi)公司制(zhi)度(du)要求,凡是(shi)(shi)(shi)今年1月1日(ri)(ri)加(jia)過工(gong)資(zi)的員工(gong)即使這(zhe)次考核(he)(he)(he)通(tong)過都不(bu)(bu)可以(yi)(yi)加(jia)薪(xin),那么剛好(hao)那位(wei)主任(ren)是(shi)(shi)(shi)10月6日(ri)(ri)入職,3個月試用期, 所以(yi)(yi)試用期轉(zhuan)正后(hou)加(jia)也(ye)一(yi)次工(gong)資(zi),那么加(jia)工(gong)資(zi)時間剛好(hao)是(shi)(shi)(shi)1月6日(ri)(ri),所以(yi)(yi)這(zhe)次不(bu)(bu)能加(jia)薪(xin),最后(hou)沒(mei)有(you)加(jia)薪(xin),因(yin)(yin)為制(zhi)度(du)原(yuan)因(yin)(yin),這(zhe)就是(shi)(shi)(shi)制(zhi)度(du)執(zhi)行起(qi)(qi)來非常(chang)嚴(yan)格,任(ren)何人違歸都不(bu)(bu)留情面(mian).
3、指(zhi)(zhi)(zhi)(zhi)揮(hui)(hui)(hui)型(xing)(xing)的領(ling)導(dao)方(fang)式,就(jiu)(jiu)好(hao)(hao)(hao)比(bi)音(yin)樂指(zhi)(zhi)(zhi)(zhi)揮(hui)(hui)(hui)一(yi)樣(yang),如果指(zhi)(zhi)(zhi)(zhi)揮(hui)(hui)(hui)的好(hao)(hao)(hao),就(jiu)(jiu)可(ke)以(yi)演奏出(chu)一(yi)場(chang)很美妙的音(yin)樂.指(zhi)(zhi)(zhi)(zhi)揮(hui)(hui)(hui)不(bu)好(hao)(hao)(hao)就(jiu)(jiu)會(hui)(hui)象(xiang)中國(guo)修(xiu)路(lu)(lu)一(yi)樣(yang),我(wo)們通(tong)常(chang)會(hui)(hui)看到(dao)城市修(xiu)路(lu)(lu)現象(xiang),今天自來水(shui)公(gong)司領(ling)導(dao)安(an)排(pai)說那(nei)里路(lu)(lu)段需要(yao)(yao)修(xiu)水(shui)管,自來水(shui)維修(xiu)人(ren)員(yuan)就(jiu)(jiu)會(hui)(hui)去(qu)挖(wa),明天煤氣(qi)公(gong)司領(ling)導(dao)安(an)排(pai)那(nei)路(lu)(lu)段要(yao)(yao)修(xiu)煤氣(qi),煤氣(qi)維修(xiu)人(ren)員(yuan)就(jiu)(jiu)會(hui)(hui)去(qu)挖(wa),后天電力公(gong)司領(ling)導(dao)安(an)排(pai)那(nei)路(lu)(lu)段要(yao)(yao)鋪電線,電力維修(xiu)人(ren)員(yuan)就(jiu)(jiu)會(hui)(hui)去(qu)挖(wa),大后天電信公(gong)司說要(yao)(yao)修(xiu)電話線,又安(an)排(pai)人(ren)挖(wa)管道,指(zhi)(zhi)(zhi)(zhi)揮(hui)(hui)(hui)型(xing)(xing)的領(ling)導(dao)方(fang)式.然而在日(ri)本,當城市要(yao)(yao)開挖(wa)管道時(shi)候,指(zhi)(zhi)(zhi)(zhi)揮(hui)(hui)(hui)中心就(jiu)(jiu)會(hui)(hui)通(tong)知各部門的人(ren)員(yuan)一(yi)起(qi)出(chu)現在那(nei)里,自來水(shui)穿(chuan)白色電力穿(chuan)灰(hui)色瓦斯穿(chuan)桔色光釬穿(chuan)藍(lan)色一(yi)起(qi)在那(nei)里檢(jian)查,各自檢(jian)查自己.這是協作關(guan)系.所以(yi)我(wo)們中國(guo)1噸煤產出(chu)效益(yi)(yi)僅(jin)僅(jin)是日(ri)本10.6%.每(mei)產出(chu)100萬美金GDP的能(neng)源損(sun)耗是日(ri)本6倍.所以(yi)指(zhi)(zhi)(zhi)(zhi)揮(hui)(hui)(hui)好(hao)(hao)(hao)還是不(bu)好(hao)(hao)(hao)，效益(yi)(yi)產生是不(bu)一(yi)樣(yang)。我(wo)們要(yao)(yao)想效益(yi)(yi)提高，就(jiu)(jiu)要(yao)(yao)把指(zhi)(zhi)(zhi)(zhi)揮(hui)(hui)(hui)技巧(qiao)練(lian)好(hao)(hao)(hao)，練(lian)好(hao)(hao)(hao)后你可(ke)以(yi)指(zhi)(zhi)(zhi)(zhi)揮(hui)(hui)(hui)一(yi)步到(dao)位，練(lian)好(hao)(hao)(hao)后你可(ke)以(yi)指(zhi)(zhi)(zhi)(zhi)東員(yuan)工就(jiu)(jiu)不(bu)敢往(wang)西。
4、依(yi)靠(kao)外部監(jian)督進行控制,依(yi)靠(kao)顧(gu)客(ke)滿(man)意(yi)度調(diao)查控制企業服務水(shui)平.一旦滿(man)意(yi)度低于多少就要開始改(gai)善.例如一家(jia)餐(can)廳每月每店都會進行顧(gu)客(ke)滿(man)意(yi)度問(wen)卷(juan)調(diao)查50份(fen),神(shen)秘人(ren)電話(hua)(hua)測(ce)試30份(fen),服務口碼測(ce)試50份(fen),買(mai)單速(su)度測(ce)試50份(fen).顧(gu)客(ke)滿(man)意(yi)度80%以上(shang)為(wei)(wei)合(he)(he)格(ge),電話(hua)(hua)測(ce)試分數達到(dao)3.2合(he)(he)格(ge),買(mai)單速(su)度3分完成要達到(dao)80%為(wei)(wei)合(he)(he)格(ge),服務口碼合(he)(he)格(ge)標準達到(dao)3分為(wei)(wei)合(he)(he)格(ge).例如肯德雞(ji)是(shi)消費(fei)(fei)者當(dang)中會抽出(chu)一些幸運公眾作為(wei)(wei)神(shen)秘人(ren),負責(ze)對餐(can)廳服務深入消費(fei)(fei)提出(chu)意(yi)見.
5、驅動方式為(wei)(wei)重獎重罰，胡蘿卜+大棒,促進團隊業(ye)績(ji)提升. 例如(ru)一(yi)條(tiao)獵狗(gou)(gou)將兔子趕出(chu)了(le)(le)窩,一(yi)直追(zhui)趕他(ta),追(zhui)了(le)(le)很久(jiu)沒(mei)有抓到,牧羊看到此情景,譏笑獵狗(gou)(gou)說(shuo):你(ni)們兩個(ge)(ge)之間小的反(fan)而(er)跑(pao)的快很多(duo).獵狗(gou)(gou)回答(da)說(shuo):你(ni)不知道(dao),我(wo)們兩個(ge)(ge)跑(pao)是完全不同的!我(wo)僅(jin)僅(jin)是為(wei)(wei)了(le)(le)一(yi)頓飯而(er)跑(pao),它(ta)卻是為(wei)(wei)了(le)(le)性(xing)命(ming)在(zai)跑(pao).因為(wei)(wei)獵狗(gou)(gou)動機不夠.所以(yi)我(wo)們要分(fen)析:
我們員工(gong)工(gong)作動機是什(shen)么?
你能給予員工動機嗎(ma)?
塑造員工目標幫助員工有持續動力.
如(ru)何合理制(zhi)定獎勵機制(zhi)?
北京有家(jia)餐廳一(yi)般每年有1-2次的考(kao)(kao)(kao)(kao)(kao)核(he),考(kao)(kao)(kao)(kao)(kao)核(he)通常會分為不同(tong)等級(ji)(ji)(ji)(ji)(ji),D級(ji)(ji)(ji)(ji)(ji)考(kao)(kao)(kao)(kao)(kao)核(he)通過升C級(ji)(ji)(ji)(ji)(ji).C級(ji)(ji)(ji)(ji)(ji)考(kao)(kao)(kao)(kao)(kao)核(he)通過升B級(ji)(ji)(ji)(ji)(ji).B-A級(ji)(ji)(ji)(ji)(ji).每級(ji)(ji)(ji)(ji)(ji)100200的浮動(dong)空間.當(dang)(dang)然(ran)績(ji)效考(kao)(kao)(kao)(kao)(kao)核(he)不是(shi)為了(le)(le)加(jia)工(gong). 資和晉級(ji)(ji)(ji)(ji)(ji).而是(shi)為了(le)(le)改善以后的工(gong)作(zuo)績(ji)效.解決工(gong)作(zuo)存在問題,可是(shi)往(wang)(wang)往(wang)(wang)餐廳主管(guan)把(ba)考(kao)(kao)(kao)(kao)(kao)核(he)只(zhi)當(dang)(dang)作(zuo)加(jia)薪(xin)和晉級(ji)(ji)(ji)(ji)(ji)放在第一(yi)位(wei).應該正(zheng)確是(shi)把(ba)提高績(ji)效放在第一(yi)位(wei),加(jia)薪(xin)和晉級(ji)(ji)(ji)(ji)(ji)放在第二(er)位(wei).
6、理(li)(li)(li)(li)性(xing)(xing)(xing)管(guan)(guan)理(li)(li)(li)(li)，不(bu)(bu)(bu)講情面, 管(guan)(guan)理(li)(li)(li)(li)的(de)(de)(de)(de)角度(du)是(shi)(shi)理(li)(li)(li)(li)性(xing)(xing)(xing)多(duo)于感(gan)性(xing)(xing)(xing). 有人(ren)比喻(yu)跟異性(xing)(xing)(xing)交往，就(jiu)好(hao)象(xiang)在(zai)海(hai)邊(bian)檢(jian)石(shi)(shi)頭，大(da)家(jia)(jia)都在(zai)檢(jian)自(zi)(zi)(zi)己喜歡(huan)的(de)(de)(de)(de)那一(yi)顆(ke)，一(yi)旦檢(jian)到了(le)你感(gan)覺那顆(ke)石(shi)(shi)頭是(shi)(shi)您(nin)喜歡(huan)的(de)(de)(de)(de)，就(jiu)把它帶回家(jia)(jia)去(qu)，然后再(zai)經過(guo)市場的(de)(de)(de)(de)對比之下，知道(dao)還有其(qi)他(ta)石(shi)(shi)頭比這(zhe)更好(hao)的(de)(de)(de)(de)時(shi)候(hou)，危機就(jiu)這(zhe)樣悄(qiao)悄(qiao)來(lai)(lai)(lai)了(le)。所(suo)以我(wo)們(men)(men)要(yao)(yao)(yao)記住從此以后不(bu)(bu)(bu)要(yao)(yao)(yao)再(zai)到海(hai)邊(bian)去(qu)，永遠相信(xin)自(zi)(zi)(zi)己找到的(de)(de)(de)(de)那顆(ke)石(shi)(shi)頭是(shi)(shi)*最美最適合自(zi)(zi)(zi)己的(de)(de)(de)(de)那一(yi)顆(ke)。在(zai)處理(li)(li)(li)(li)這(zhe)個問(wen)(wen)題上我(wo)們(men)(men)要(yao)(yao)(yao)理(li)(li)(li)(li)性(xing)(xing)(xing)分(fen)析(xi)(xi)(xi)，不(bu)(bu)(bu)要(yao)(yao)(yao)感(gan)性(xing)(xing)(xing)用(yong)事。因(yin)(yin)為每一(yi)刻(ke)石(shi)(shi)頭都會(hui)(hui)(hui)有他(ta)的(de)(de)(de)(de)優點(dian)(dian)和她的(de)(de)(de)(de)缺點(dian)(dian)，不(bu)(bu)(bu)要(yao)(yao)(yao)被其(qi)他(ta)石(shi)(shi)頭的(de)(de)(de)(de)優點(dian)(dian)所(suo)迷惑，一(yi)時(shi)沖(chong)動，做(zuo)出了(le)比較(jiao)感(gan)性(xing)(xing)(xing)的(de)(de)(de)(de)決(jue)定(ding)。我(wo)們(men)(men)盡(jin)可能用(yong)自(zi)(zi)(zi)己家(jia)(jia)檢(jian)回來(lai)(lai)(lai)的(de)(de)(de)(de)石(shi)(shi)頭的(de)(de)(de)(de)優點(dian)(dian)與其(qi)他(ta)石(shi)(shi)頭的(de)(de)(de)(de)缺點(dian)(dian)進行(xing)對比，您(nin)就(jiu)知道(dao)要(yao)(yao)(yao)選擇(ze)的(de)(de)(de)(de)是(shi)(shi)那一(yi)顆(ke)最適合您(nin)的(de)(de)(de)(de)。千萬不(bu)(bu)(bu)要(yao)(yao)(yao)與其(qi)他(ta)石(shi)(shi)頭的(de)(de)(de)(de)優點(dian)(dian)來(lai)(lai)(lai)比家(jia)(jia)里石(shi)(shi)頭的(de)(de)(de)(de)缺點(dian)(dian)。除非您(nin)已經下定(ding)決(jue)心不(bu)(bu)(bu)要(yao)(yao)(yao)自(zi)(zi)(zi)己家(jia)(jia)里的(de)(de)(de)(de)那顆(ke)石(shi)(shi)頭，已經考慮很久了(le)，否則您(nin)不(bu)(bu)(bu)要(yao)(yao)(yao)輕易放棄(qi)，做(zuo)出錯誤的(de)(de)(de)(de)選擇(ze)。這(zhe)就(jiu)是(shi)(shi)理(li)(li)(li)(li)性(xing)(xing)(xing)管(guan)(guan)理(li)(li)(li)(li). 企業在(zai)處理(li)(li)(li)(li)問(wen)(wen)題上也(ye)是(shi)(shi)要(yao)(yao)(yao)理(li)(li)(li)(li)性(xing)(xing)(xing)分(fen)析(xi)(xi)(xi)多(duo)于感(gan)性(xing)(xing)(xing)分(fen)析(xi)(xi)(xi)，因(yin)(yin)為感(gan)性(xing)(xing)(xing)是(shi)(shi)用(yong)來(lai)(lai)(lai)判(pan)斷(duan)(duan)開始，但最終還是(shi)(shi)要(yao)(yao)(yao)理(li)(li)(li)(li)性(xing)(xing)(xing)分(fen)析(xi)(xi)(xi)來(lai)(lai)(lai)決(jue)策。因(yin)(yin)為很多(duo)經理(li)(li)(li)(li)人(ren)在(zai)處理(li)(li)(li)(li)問(wen)(wen)題時(shi)都較(jiao)感(gan)性(xing)(xing)(xing)，都是(shi)(shi)以自(zi)(zi)(zi)己所(suo)知道(dao)的(de)(de)(de)(de)來(lai)(lai)(lai)判(pan)斷(duan)(duan)處理(li)(li)(li)(li)結果，而缺乏對該(gai)問(wen)(wen)題的(de)(de)(de)(de)綜合分(fen)析(xi)(xi)(xi)決(jue)定(ding)。就(jiu)例如有些餐廳經理(li)(li)(li)(li)在(zai)月頭安排工作(zuo)(zuo)會(hui)(hui)(hui)議時(shi)，大(da)家(jia)(jia)都承諾完(wan)成(cheng)工作(zuo)(zuo)沒有問(wen)(wen)題，A員工說自(zi)(zi)(zi)己完(wan)成(cheng)這(zhe)個月工作(zuo)(zuo)沒有問(wen)(wen)題，B員工也(ye)是(shi)(shi)如此。但到了(le)月底(di)開總結會(hui)(hui)(hui)時(shi)，團(tuan)隊成(cheng)員工作(zuo)(zuo)完(wan)成(cheng)不(bu)(bu)(bu)夠理(li)(li)(li)(li)想(xiang)。為什么如此呢，因(yin)(yin)為所(suo)有人(ren)員都只是(shi)(shi)感(gan)性(xing)(xing)(xing)判(pan)斷(duan)(duan)自(zi)(zi)(zi)己工作(zuo)(zuo)，未對開展工作(zuo)(zuo)過(guo)程可能會(hui)(hui)(hui)遇到問(wen)(wen)題進行(xing)分(fen)析(xi)(xi)(xi).分(fen)析(xi)(xi)(xi)自(zi)(zi)(zi)己有多(duo)長時(shi)間(jian)可以用(yong)的(de)(de)(de)(de).
那么六常管理(li)(li)就(jiu)是一套科學管理(li)(li)系統(tong)，確保每個(ge)(ge)部門都要執行，任何一個(ge)(ge)部門不執行就(jiu)無(wu)法做(zuo)好六常。形成聯(lian)動功能。同時也是流程(cheng)管理(li)(li)的轉折(zhe)。解決問題要求是流程(cheng)解決而非(fei)經驗解決。這是第三個(ge)(ge)做(zuo)六常理(li)(li)由(you).
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