The KPI assessment of Haidilao is thought-provoking

Regardless of the company's reputation, "the fear is that there are internal problems."

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

Haidilao's detour on KPI

1, KPI is not as fine as possible.

When there is management and being managed, with KPI, people's behavior will be abnormal

In the case of KPI, we took a detour.

For example, we have tried to refine KPI.

Some people say that the service in your hot pot restaurant is really good. If I had glasses, he would give me a piece of glasses cloth. He filled me up before I finished drinking.

So we wrote one: there should be no less water in the cup. Guests must wear glasses cloth, otherwise 0.05 points will be deducted.

This is the end. Everyone will send glasses cloth.

The customer said I don't want to drink soybean milk, so I don't need it. No, I have to add it to you.

The funniest thing is the phone case. Some guests said no, and the waiter said I would put it on you, but the guests really said no, so they grabbed the phone and put it on you while you were not paying attention.

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

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

2. Evaluate the turnover rate pit

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, in the elevator room of a shop in Beijing, I heard a Sichuanese say to several other Sichuanese, "I want to show you how awesome Sichuan hot pot is in Beijing. If you don't order, there is absolutely no room! " Your reservation was a few minutes late, and there is no seat left! "

I wonder why there is no seat a few minutes late. Isn't this a violation of the interests of customers? The customer is no longer satisfied. How can we do business here?

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

Now I'm devastated and I can't find the evaluation index.

Delete all KPIs and evaluate only one flexible indicator.

But this needs to be evaluated.

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

We've all eaten, and we've all sent a good message about this restaurant. 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 the elasticity index plays a decisive role in the catering industry.

Customer satisfaction may not be described by indicators, but we can feel it. Including human efforts, there is no way to prove it with indicators, but our customers and colleagues, including those who go to check, can feel it.

So I decided to get rid of all the so-called KPIs and only test this indicator.

How to take the exam? A vice principal organized a group of mysterious people to take the exam. The result proved to be very accurate. So the manager has nothing to say, and you can't say bad is good.

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

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

1 to avoid injustice caused by managers.

In America, waiters work hard. A young man can look at eight tables, move quickly, and chat with you and care about you. Because they have a tipping system.

Generally speaking, the tipping system is good. I serve you, and you pay me. And our management is that I serve you and take money from the manager.

When the management scope is small, he can be fair and just. But with 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 accept this "tip" and give it to you according to the workload. In the catering industry, we introduced piece-rate wages. I appeal to the bosses of catering enterprises to use piece-rate wages extensively.

2. Avoid the negative impact of "informal organizations"

Piece-by-piece salary means more work and more money. If you behave well, let him do more work. This avoids many management difficulties and doubts.

There are informal organizational forces behind an organization. Sometimes when you think an employee is doing well, it is actually a big "blow" for him to let him go first.

I've seen this phenomenon. One employee was cleaning the glass hard, while other employees were chatting. 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.

How much role has informal organizations played in this regard?

I once met a young man who worked very hard. When he finished his work, he went to other places to help, doing this and that. I said this is a good prospect and I want to promote him. As a result, Yang Zong said, needless to say, he has resigned and left.

Why?

The truth is this: the little girl in the bar has clearly told him, "Don't do this here, I already have a boyfriend."

He is not fighting for Haidilao, he is fighting for the little girl in the bar.

You see, I thought about so many incentives, did so many affectionate actions and told them my feelings and dreams. They told me that they all understood, but that's not the case.

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 else and it's easy.

We have learned too much about formal management. We can't say it's bad, but its boundaries are obvious.

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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 and "fragmentation" characteristics.

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

China management experts say that it is a shortcut to know people and be good at their duties, so don't rush to take the exam.

Western management experts say that there is no management without evaluation.

Actually, it means the same thing.

When Zhang Yong said that Haidilao lost all the hard KPIs, Haidilao should be formally managed as well as informally. In fact, he was emphasizing that management has a pattern, no formula, rigor and artistry. Because behind this, human nature is unavoidable.

Highlights of abnormal service stories in Haidilao

1, some netizens said that they had a meal in Haidilao once and couldn't get a taxi to catch the train. The younger brother at the door saw him carrying a suitcase, asked about the situation and turned to leave. As a result, the manager of Haidilao immediately took out his SUV and said, "Get on the bus quickly. Time is running out. " . Haidilao is going out of the universe. .

2, Haidilao's service is invincible! The kitten was bitten by a mosquito today! As a result, the waiter in Haidilao actually ran across the street and bought me essential balm ... Here are the antipruritic drugs that the waiter also bought for me, because the people in the pharmacy said that the antipruritic effect was better than essential balm.

It is impossible to stop fishing in the sea. I went to eat hot pot on Saturday, and my friend accidentally hung up his stockings. After dinner, she came to the second round again, very depressed. When checking out, the waiter handed me brand-new stockings! ! Or three pairs! ! I was immediately shocked ... 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. Everyone noticed that it was a bed! I'm completely devastated! Solve every problem for customers, and the result is innovation.

5. Go to Haidilao for dinner with pregnant friends. As soon as I sat down, the waiter brought a comfortable sofa chair, which was specially prepared for her. Then immediately brought us a plate of hot and sour pickles. Do you want to be so sweet? ! ! (Personal experience of leaders)

6. I just got a call from a friend, saying that Haidi, downstairs of their unit, was fished out of their company, and one person sent a cup of sour plum soup, saying it was hot and hard! Shit! ! ! Haidilao, are you here to destroy the earth? ? Humans have been unable to stop the sea fishing! ! It seems that if you want to find a job in the future, you have to choose a place with a sea fishing downstairs. Maybe you can work overtime and take you home after dinner. .

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

8. A friend who came to Haidilao for dinner dropped his mobile phone, and the waiter made a fruit platter. I really appreciate it． Who will come here in the future? . .

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

10, named Comrade Feng Bo, the deliveryman of Haidilao, who brought a sumptuous dinner for ten people in the cold wind, and provided various tablecloths, patch panels, trash cans and induction cookers. When I came, I found that there was not enough food. I take the initiative to go to the supermarket to buy food. After I came back, I washed and cut vegetables. Shit.-It did it! Why doesn't our family have Haidilao?

1 1. I found a waiter in Haidilao to help customers practice games. The earth can no longer resist sea fishing. ...

12, Haidilao takeaway finally landed in Shanghai, shocked. The gifts are: trash can, degradable garbage bag X2, pot, bottom material, soup, spare soup, apron, wooden chopsticks, bowl, chewing gum and popcorn. The vacuum-packed seasoning includes coriander and chopped green onion, napkin, various dishes, spoon, eye mask, two rubber bands and an induction cooker. . . That's great. ! ! Humans have been unable to stop ocean 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 hotpot. A few minutes later, I received an invitation from Haidilao on the Weibo to ask about my situation. Soon the clerk contacted me and said that if I felt uncomfortable, I would go to the doctor first and they would reimburse me for the medical expenses. They also asked me where I was and asked them to come and see me. God, man can't stop fishing in the sea anymore. ...

14, Haidilao waiter heard my hoarse voice and silently served ginger cola and said to me, Miss! This heart that is good for colds is specially prepared for you.

15. I was fishing in Haidilao yesterday, and I accidentally complained to my friends about why the big picture book of Nara Yoshitomo robbed by JD.COM hasn't arrived yet. As a result, when I checked out, the waiter asked my Jingdong member account, and all three big picture books were delivered this morning!

The secret of Haidilao: treat employees as people and do the best service.

1. Authorization.

It is said 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 away any table for free. By the way, it's a waiter, not a manager. Free or one or two dishes. Let alone send vegetables or something. 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 follow Zhang Yong in farmland and the first vice president of Haidilao. 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 pickup truck, just bought. Zhang Yong is stupid. The manager of a small hot pot restaurant who just opened a branch in a different place bought a car without asking the boss for instructions. Zhang Yong doesn't blame her at all. Later, it became a culture of underwater fishing.

How can this authorization not make employees feel a sense of belonging?

2. treatment.

Treatment is not just a matter of money. Most of the catering industry is well-fed, but many waiters in catering companies live in the basement and eat the food in the store. The dormitory in Haidilao must be a residential area with property management. It's a little crowded, but it's of high grade. 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; The food is not from the store, but from 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 training of new employees 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 to integrate into the city, most of whom are farmers.

How can employees not be grateful for such 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 give customers unsweetened watermelons. The towel for wiping hands has holes, and the mop in the bathroom is hairless because of the profit assessment.

So what do they evaluate? Evaluate 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 rates are additional, follow-up and unimportant.

This sincerity, how to stop the enthusiasm of employees?

4. respect.

Respect comes not only from treatment, not only from making them live well, but from respecting every idea. Nowadays, many glasses cloth, hair bands and plastic mobile phone cases copied by hot pot restaurants are from 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, but it is not common to meet understanding. I once translated this sentence into the workplace: for a professional, it is not unusual to encounter high salary and 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 stop employees' creativity?

5. Commitment.

There is a saying in Haidilao called "dowry". If a store manager leaves his job, he will be given a dowry of 80 thousand yuan as long as he has been in office for more than one year, even if this person is poached by Little Sheep.

Zhang Yong explained: Because I am too tired to work in Haidilao, I can work above the store manager. These are all contributions to Haidilao and should be compensated.

He said that if it is a community manager (about 5 branches), it will give 200,000 yuan; The regional manager left and sent a hot pot restaurant, about 8 million yuan.

Haidilao has a history of more than ten years. Hundreds of cadres above the store manager, only three people took the dowry of Haidilao.

How can this commitment make employees loyal?

Then tell a joke.

When Haidilao first entered Beijing, he was cheated when he rented the first store. All 3 million is cash in Zhang Yong's account. The other party has a strong background and the money can't be recovered at all.

Zhang Yong said that at that time, the manager in charge was so anxious that he couldn't eat for several days that Zhang Yong didn't dare to call him. Later, I heard that these people asked the underworld to solve the liar, so he called the manager in charge.

He said, are you worth 3 million? Do something serious. Don't help the company chase money illegally.

He said he was distressed, but he didn't blame the employees. He cared. Even if he did it himself, he would be cheated.

Someone once asked Zhang Yong what made him successful today.

Zhang Yong replied, maybe it's because I'm kind.