Relate their wages to business and daily work performance, and formulate reward and punishment measures

Management quotes

Take my employees away, keep my factory If I don't, the factory will be overgrown with weeds soon; take away my factory and leave my employees behind, and we will have a better factory soon.

——Andrew Carnegie

Pay attention to employee management

1. The current situation of employee management

In actual management work, people pay too much attention to the leading and exemplary role of managers themselves, but ignore 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 go abroad for inspection and training. However, they did not transfer the corresponding abilities to their subordinates, so that their subordinates received less educational opportunities and did not receive special corrections and training in their daily work. Therefore, when they faced the market and customers, they Seems powerless.

2． Why we should value employees

No matter how capable managers are, it is useless, because customers usually know the employees in front of them, not the supervisors. In the old concept, it is usually the management who manages a company, but the new concept believes that employees should be involved in decision-making and management. There are many car brands in the world, such as Xiali from Tianjin, Santana from Shanghai, Honda from Guangdong, and Citroen from Hubei. Each car model is carefully considered and designed. So why are some models popular and others not? This is because consumers have different views in the market and designers fail to capture consumers' different preferences. So although managers are making decisions, the actual market response may not be this way. When employees directly face customers, they should be allowed to participate in decision-making. Managers only allocate resources, rather than everything being led by managers. This is a so-called principle of valuing employees.

Correctly handle the relationship between customers, employees and managers

Figure 1-1 The relationship between managers, employees and customers under two different concepts

From Figure 1- 1 As can be seen on the left, in the past, managers were at the top, and employees and customers were at the bottom. Managers were the most important in this organization. This was a practice in the planned economy era. But this is not the case under market economy conditions. The relationship is reversed, as shown on the right side of Figure 1-1. Customers stand at the top, employees face customers, and managers are at the bottom of the employees and support them. It's a new concept.

In our country, many people have been to fast food restaurants such as McDonald's and KFC, as well as supermarkets such as Wal-Mart and Carrefour. It is not often that you can see managers or store managers, but you will see them every time. The checkout employee at the counter. So a person’s idea of ??a fast food restaurant must be the waiters who serve meals; a person’s idea of ??a supermarket or mass merchandiser must be the waiters responsible for the checkout. This gives people a great inspiration, that is, it is not the supervisors who really face the customers, but the employees. Therefore, we must correctly handle the relationship between managers, employees, and customers, and pay attention to employees.

Strengthen employee training and education

Advice

◆ Employees should be allowed to participate in decision-making. Managers only allocate resources, not manage everything. Those who take the lead.

◆It is not the supervisors who actually face customers, but the employees, so employees must be educated and trained well.

◆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. China is the world's largest mobile communications market. Motorola, Nokia, Ericsson and Siemens, these companies are all gearing up to enter the Chinese market. Among Chinese mobile phone models, companies such as Motorola and Ericsson do not just want to sell mobile phones and equipment. In fact, what they want to do is operate the entire China Telecom. So far, China has not fully opened this market, but it will be fully open one day because China has joined the WTO.

People’s views on companies such as China Mobile, China Telecom, China Unicom and China Netcom can be felt by visiting their business halls. Although our country has completed the transition from a planned economy to a market economy, the socialist market economy is still far from standardized and perfect, and still needs continuous reform. Market economy is a goal to strive for, but in fact people have not yet achieved this. Therefore, employees must truly accept the market economy and act in accordance with the laws of the market economy.

2 Take good care of your employees

There are three major express delivery companies in the world: DHL, UPS, and Federal Express. They all use speed to win customers. .

◆In 2003, UPS won the Asian Gold Award and was called the Best Employer in Asia. The President of UPS Asia once said: "The company must take good care of its employees, and the employees will take good care of its customers, and then take good care of the company's profits." In other words, if a company wants to have good profits, it must first have good customers;

To have good customers, at least it must have good employees. If you don't take good care of your employees, they won't take good care of the company's customers, and they won't be able to take care of the company's profits.

◆When UPS competes with DHL and FedEx, they will not focus on managers, but on their employees. This means that they first pay attention to employees, then ask employees to pay attention to customers, and then tap the company's profits from customers, which is very important.

3． Use good employees

Andrew Carnegie, who founded Carnegie Management, once said: "Take away my employees, leave my factory, and soon the factory will be overgrown with weeds; take me away factory, keep my employees, and we will have a better factory soon.” So compared with machines, equipment, factories, etc., the most important thing is the company's employees. Since employees are regarded as human resources, they should be regarded as the company's wealth.

A company, like a country, has never been heard of being developed by machines, but by people. A company has a development history of one or two hundred years, which is all accumulated through human resources. Machines, factories, and equipment can be purchased with money, but human resources need to be cultivated and developed slowly.

Tokyo Disneyland employee training case

There are 6 large Disney parks in the world. The two Disney parks in Florida and California in the United States have a history of operation, and Created very good performance. However, the most successful one with the best business in the world is Tokyo Disney in Japan. Disneyland in California, USA, has been in business for 25 years and has been visited by 200 million people; Tokyo Disneyland has a record of 17 million people visiting in a year. Study this case study to see how Tokyo Disney attracts repeat visitors.

Attach importance to employee training and attract customers to come back

When opening a hotel or operating a park, you do not expect guests to come only once. If a couple takes their children to the amusement park today, will the child come back when they grow up? Will he bring his boyfriend or girlfriend back? If he gives birth to another child in the future, will his child come again? If the answer is yes, this is called attracting customers to come back. The same is true for staying in a hotel. Few hotels pay attention to whether a guest will come back for the second or third time. Therefore, they only emphasize on letting the guests come and stay, but do not think about attracting the guests to come back. Therefore, if Tokyo Disney wants to bring back old customers, it must use its brains on this issue.

When visiting Tokyo Disneyland, people are unlikely to encounter Disney managers. The ticket sellers and ticket cutters at the door may only encounter them once. The most common encounters are with the cleaners sweeping the floor. Therefore, Tokyo Disney attaches great importance to cleaning employees and focuses more training and education on them.

1. Starting from the training of floor sweeping employees

Some employees who sweep floors at Tokyo Disney are students working during the summer vacation. Although they have only been sweeping for two months, training them to sweep floors takes a long time. Take 3 days.

◆Learn to sweep the floor

On the morning of the first day, you will be trained on how to sweep the floor.

There are three types of brooms for sweeping the floor: one is used to remove leaves; one is used to scrape paper scraps; and one is used to dust dust. The shapes of these three brooms are different. How to sweep leaves so that they don't fly up? How to scrape paper scraps so that they can be scraped well? How to dust the dust so that it doesn't float up? These seemingly simple actions require rigorous training. And there are other regulations when sweeping the floor: sweeping is not allowed when opening the door, closing the door, during lunch, or within 15 meters of the guests. These norms must be carefully trained and strictly followed.

◆Learn to take photos

Learn to take photos in the afternoon of the first day. More than a dozen of the world's most advanced digital cameras are placed together, of various brands, and each one needs to be learned, because guests will ask the staff to help take pictures, and may bring the latest cameras in the world for honeymoon or travel. If employees don’t know how to take photos and don’t know what they are, they can’t take good care of customers, so it takes an entire afternoon to learn how to take photos.

◆Learn to pack diapers

The next morning, I learned how to pack diapers for children. The mother of the child may ask an employee to help hold the child, but if the employee does not know how to hold the child and moves irregularly, not only will he not be able to help the customer, but he will also cause trouble for the customer. The correct movement when holding a child is: the right hand should hold the hip, the left hand should support the back, and the index finger of the left hand should touch the cervical spine to prevent the child's waist from being missed or the cervical spine injured. Not only must you be able to hold a child, but you must also be able to change a child's diaper. When changing a child's diaper, pay attention to the direction and posture. You should put your hands underneath, fold the diaper into a cross shape, and finally pin the diaper on the diaper. These areas must be carefully trained and strictly regulated.

◆Learn to identify the direction

Learn to identify the direction in the afternoon of the second day. Someone wants to go to the restroom, "right ahead, about 50 meters, east of scenic spot No. 3, the red house"; someone wants to drink Coke, "front left, about 150 meters, east of scenic spot No. 7, the gray house"; Someone wants to buy stamps, "About 20 meters ahead, attraction No. 11, the blue-striped house"...Customers will ask all kinds of questions, so every employee must memorize the entire Disney map. In your mind, every direction and location of Disney must be very clear.

After 3 days of training, employees were given 3 brooms and started sweeping the floor. If you meet such employees in Disney, people will feel very comfortable and come back to Disney again next time. This is what is called attracting customers to come back. This is what is called employees facing customers.

2. Accountants must also face customers directly.

There is a type of employee who does not have much contact with customers, that is, accountants. Disney stipulates that in the first two to three months, accountants must stand at the gate every morning when they go to work, bow to all guests who come in, and thank them. Because customers are the "food and clothing parents" of employees, employees' salaries are paid by customers. After you feel what a customer is, go back to the accounting office to do accounting work. Disney does this so that its accounting staff can fully understand its customers.

Other rules for attaching importance to customers and employees:

◆How to talk to children

There are many children when visiting Disney, and these children need to talk to adults. When Disney employees encounter children asking questions, they must squat down. After squatting down, the employees' eyes should be at the same level as the children's eyes. Children should not be allowed to raise their heads to talk to employees. Because those are future customers who will come back again in the future, so we must pay special attention to them.

◆How to treat lost children

In the more than ten years since its opening, Tokyo Disney has lost 20,000 children, but they have all been found. The important thing is not to find the child, but to never broadcast it after the child is lost. If it were broadcast like this: "All mothers, please pay attention, all mothers, please pay attention, there is a child here, wearing a black skirt and white shirt, I don't know whose child it is, crying half to death..." All mothers will be shocked. Since it is called a paradise, it cannot be broadcast like this. If a paradise loses children all day long, who would dare to come? Therefore, 10 child care centers have been set up in Disney. Whenever a child is seen missing, he will be sent to the child care center as quickly as possible.

Use the children's clothes and backpacks to determine where they are from, and whether their family names are embroidered on the clothes. Then ask the children if they have older brothers, older sisters, younger brothers, or younger sisters to determine the ages of their parents. Some children are so young that they don't even have their mother's surname. I can't even describe what it looks like, so I have to find a way to search online and try to find the parents as quickly as possible. Then the parents were immediately taken to the child care center by tram. The children were drinking Coke, eating French fries, and nibbling burgers. They were living happily. This is called a paradise. In this way, they found 20,000 children in more than ten years. The most rare thing is that they never broadcast.

◆How to deliver goods

There are endless Cokes to drink, endless burgers to eat, endless sandwiches to enjoy, and endless candies to buy in Disneyland, but I never see it. to delivery. Because Disney stipulates that no delivery is allowed in the areas where guests are visiting, all delivery is outside the wall. Disney's underground is like a tunnel network. All food and drinks go down the tunnel outside the wall, are transported in the tunnel, and then brought up by elevator from the tunnel, so guests will always have something to eat. This shows how much Disney values ??its customers, so customers keep going to Disney. If you go to Disney 10 times, you probably won't see the manager once, but you only need to go once to see what his employees are doing. This is what I mentioned earlier. Customers stand at the top, employees face customers, and managers stand below employees to support them. People should establish this concept.

Will Hong Kong Disney have more "money" prospects?

As soon as Hong Kong Disney opens, people will start to pay attention. In the future, will Vietnamese, Thais, Malaysians, Singaporeans, Indonesians, and even Taiwanese and Koreans go to Tokyo Disney or Hong Kong Disney? People can wait and see. It depends on whose staff training is more successful and which one really takes care of customers, which park guests will frequent. This is the so-called attracting customers back, that is, employees must stand in front of customers. Employees are more important than managers, and customers are more important than employees.