This problem should be that different people have different views, and the management of people with different qualities cannot be generalized. It is best to strictly control people with low quality, hell to pay; Those with higher quality can engage in corporate culture or something.
Formulate a good management system. If you are the boss, take care of your department managers and let them implement the company's management system. Be gentle and helpful.
Learn a few words. If you want to die, you must be crazy first and be blinded by wisdom.
Establish practical rules and regulations, implement humanized management, let employees participate in enterprise management, and provide good training opportunities and development space for employees.
Leave my factory with my employees, and soon the factory will be overgrown with weeds; Take my factory and leave my employees behind. We will have a better factory soon.
Andew Camegie
Attach importance to the management of employees
1. Current situation of employee management
In actual management work, people pay too much attention to the leading and exemplary role of managers themselves, while ignoring the employees who are in direct contact with customers. In many organizations, all preferential conditions and educational opportunities are given to managers, and many managers have the opportunity to study and train abroad. However, they did not transfer their corresponding abilities to their subordinates, so that their subordinates had less opportunities to receive education, and they did not receive special correction and training in their usual work. Therefore, when facing the market and customers, they seemed unable to do so.
2. Why pay attention to employees?
No matter how competent a manager is, it is useless, because customers usually know the employees in front of them, not the supervisor. In the old concept, management usually manages a company, but in the new concept, employees should participate in decision-making and management. There are many kinds of automobile brands in the world, such as Li Xia in Tianjin, Santana in Shanghai, Honda in Guangdong and Citroen in Hubei. Every model has been carefully thought out and designed. So why are some models popular and some unpopular? This is because consumers have different views on the market, and designers have failed to grasp the different preferences of consumers. So although managers are making decisions, in fact, the market reaction may not be like this. When employees face customers directly, they should be involved in decision-making. Managers only allocate resources, and not everything is dominated by managers. This is a principle of attaching importance to employees.
Correctly handle the relationship between customers, employees and managers
Figure 1- 1 The relationship between managers, employees and customers under two different concepts.
As can be seen from the figure 1- 1 left, in the past, the manager was above, and the employees and customers were below. In this organization, the manager was the most important, which was the practice in the planned economy era. But this is not the case in a market economy. This relationship is reversed. As shown in figure 1- 1 on the right, customers stand at the top, employees face customers, and managers support employees at the bottom. This is a new concept.
In China, many people have been to fast food restaurants such as McDonald's and KFC, and supermarkets such as Wal-Mart and Carrefour. They don't often meet the manager or store manager, but they always meet the staff at the counter who are responsible for checking out. Therefore, one's thoughts about fast food restaurants must be those waiters who provide meals; A supermarket or mass store in one's mind must be the waiter in charge of checkout. This gives people a great inspiration, that is, it is not the supervisor but the employees who really face the customers. Therefore, we should correctly handle the relationship between managers, employees and customers and attach importance to employees.
Strengthen the training and education of employees.
Tadashi
◆ Employees should be involved in decision-making, and managers only allocate resources, not everything is dominated by managers.
In fact, it is not the supervisor who really faces the customers, but the employees, so it is necessary to educate and train the employees.
◆ Employees stand directly in front of customers. Employees are more important than managers, and customers are more important than employees.
1. Let employees truly accept the market economy.
China's mobile phone industry is developing very rapidly, and China is the largest mobile communication market in the world. Motorola, Nokia, Ericsson and Siemens are all ready to enter the China market. Among the mobile phone models in China, Motorola and Ericsson not only want to sell mobile phones and equipment, but actually want to operate the whole China Telecom. So far, China has not fully opened the market, but it will one day, because China has joined the WTO.
People's views on China Mobile, China Telecom, China Unicom and China Netcom can be felt by looking at their business halls. Although China has completed the transition from planned economy to market economy, the socialist market economy is still not standardized and perfect, and it needs continuous reform. Market economy is a goal, but people haven't achieved it yet. So let employees truly accept the market economy and act according to the laws of the market economy.
2 Care for employees
There are three major express delivery companies in the world: DHL, UPS and FederalExpress, all of which strive for customers by speed.
In 2003, UPS won the Asian Gold Award and was called the best employer in Asia. The president of UPS Asia said: "If the company takes good care of its employees, the employees will take good care of their customers, and then take good care of the company's profits". In other words, if an enterprise wants to make good profits, it must first have good customers;
To have good customers, at least good employees. If you don't take good care of employees, employees will not take good care of the company's customers, and it is impossible to take good care of the company's profits.
When UPS competes with DHL and FedEx, its eyes are not on the manager, but on the employees. This shows that it is very important for them to pay attention to employees first, then ask employees to pay attention to customers, and then tap the company's profits from customers.
3. Make good use of employees
Andrew carnegie, who founded Carnegie Management Company, once said: "Leave my factory with my employees, and soon the factory will be full of weeds;" Take my factory and leave my employees behind, and we will have a better factory soon. "So compared with machines, equipment, factories, etc. The most important thing is the employees of the company. Since employees are regarded as human resources, they should be regarded as the wealth of the company.
An enterprise, like a country, has never heard of any machine to develop, and it is all developed by people. A company has a history of one or two hundred years, and it is also accumulated by human resources. Machines, factories and equipment can be bought with money, but human resources need to be cultivated and developed slowly.
Tokyo Disneyland Staff Training Case
There are six major Disney parks in the world, and two major Disney parks in the United States, Florida and California, have a long history and created good performance. However, the most successful and best enterprise in the world is Tokyo Disneyland in Japan. Disneyland in California has been in operation for 25 years and has 200 million visitors. Tokyo Disneyland has set a record of 654.38+07 million visitors every year. Study this case and see how Tokyo Disneyland attracts repeat customers.
Attach importance to staff training and attract customers to repeat business.
Opening a hotel or running a paradise does not mean that guests will only come once. If a couple takes their children to the park today, will the children come back when they grow up? Will he bring his boyfriend or girlfriend back? In the future, he will have another child. Will his children come again? If the answer is yes, it's called attracting customers back. The same is true of staying in a hotel. Few hotels will pay attention to whether a guest will come for the second time or the third time, so they only emphasize letting the guest stay in the hotel, without thinking of attracting the guest back. Therefore, if Tokyo Disneyland wants to transfer its old customers back, it must use its brains on this issue.
When visiting Tokyo Disneyland, people are unlikely to meet Disney's manager. The conductor and ticket cutter at the door may only meet once, and the sweeper is the most common. Therefore, Disney Tokyo attaches great importance to cleaning staff and provides them with more training and education.
1. From the training of sweeping staff,
Some employees of Tokyo Disneyland swept the floor. They are students who work during the summer vacation. Although they only sweep for two months, it takes three days to train them to sweep the floor.
◆ Learn to sweep the floor
On the first morning, I will be trained in how to sweep the floor. There are three kinds of brooms for sweeping the floor: one is used to scrape leaves; One is used to scrape paper scraps; One is used for dust removal, and these three brooms are all different in shape. How to sweep the leaves so as not to fly? How to scrape scraps of paper, so as to scrape scraps of paper well? How to remove dust so as not to let the dust float? These seemingly simple movements should be strictly trained. Moreover, there are other rules for sweeping the floor: opening and closing doors, eating at noon, and not sweeping within/0/5 meters from guests. These norms should be carefully trained and strictly observed.
◆ Learn to take pictures.
Learn to take pictures on the first afternoon. More than a dozen of the world's most advanced digital cameras are put together, and different brands need to learn, because guests will ask employees to take pictures for them, and may bring the world's latest cameras here for honeymoon and tourism. If employees can't take pictures and don't know what it is, they can't take good care of customers, so it takes an afternoon to learn to take pictures.
◆ Learn to pack diapers.
Learn how to pack diapers for children the next morning. The mother of the child may ask the employee to help hold the child, but if the employee can't hold the child and the action is not standardized, it will not help the customer, but will cause trouble to the customer. The correct action of holding a child is: hold the hip with the right hand, hold the back with the left hand, and hold the cervical vertebra with the index finger of the left hand to prevent the child's waist from flashing or damaging the cervical vertebra. Not only can you hold the baby, but you can also change the baby's diaper. Pay attention to the direction and posture when changing diapers for children. You have to put your hand under it, fold the diaper into a cross, and finally don't put it on the diaper. These places should be carefully trained and strictly supervised.
◆ Learn to tell the direction.