Chapter 13 not everyone is trustworthy

Power without supervision is bound to be abused.In fact, power can also be abused with supervision, but the degree of abuse is different.Haidilao also has employees who abuse their power. When Haidilao gives the waiters the right to exempt customers, it means that the company must bear the risk of abuse of power by a very small number of employees with bad records; Risk of widespread abuse.Therefore, Haidilao's slanted management method undoubtedly puts forward higher requirements for Haidilao's management process, supervision system and employee quality. One of the most common practices of employees who abuse their power is to "take orders."There are many forms of taking orders. For example, a considerable number of people who dine in restaurants do not know how to carefully review the bills, especially for public-funded treats. In addition, there are many dishes ordered for hot pot, and even the bills are often unclear.As a result, some waiters added the dishes that the guests did not eat, and then returned the dishes to the kitchen.Remember, Haidilao allows you to return some untouched dishes that have already been served on the table.But the food was returned, the money should be refunded to the customer, but some waiters returned the money into their own pockets!

Some waiters also told the cashier that for some reason, he gave the customer a free dish, but he charged the customer the full amount, and he "ate" the free dish money. Also, the stupid cheaters take advantage of the fact that there are too many people at dinner, and the checkout is too late to check with the kitchen, so they directly claim that the dishes that the guests did not refund have been refunded, and then swallow the money for the refunded dishes themselves. . In addition, Haidilao's service can often impress Chinese consumers who are not used to tipping, and leave some change when they check out. Therefore, some people put the change that customers don't want into their own pockets.

It is precisely because of the above-mentioned loopholes that are difficult to control, those restaurants that learn from Haidilao have always entrusted the right to exempt orders to a small number of senior managers in accordance with the traditional practice.The advantage of this is that it avoids such loopholes, but the disadvantage is that their employees do not have the incentives of Haidilao employees. Although there are very few employees who have the above-mentioned behaviors, if they are not caught, they may become the behavior of the majority!Therefore, the challenge of Haidilao is, how can we dig out these black sheep?

I asked Lin Yi, who was once the youngest store manager of Haidilao: "How do you prevent someone from taking the order?" Lin Yi, who is only 25 years old this year, is very confident in facing this problem. She said: "For the cadres of Haidilao, this is the most basic control issue. Otherwise, once the atmosphere is formed, Haidilao will not be Haidilao. We have a The whole system is very mature: First of all, the main body of Haidilao employees is upward. They believe that they can change their destiny with their hands and regard Haidilao as their family; We will also take into account being discovered by colleagues. In addition, we have a system for keeping whistleblowers confidential and rewarding whistleblowers. We waiters are young people who have just entered the society to work, not gangsters. If we do something bad, our faces will be unnatural, so , it’s easy for colleagues to find out. We also have a very mature monitoring process system. For example, if the store fails to place an order beyond the normal range, it must be someone who took the order. Therefore, the management staff checked it out and it was almost the same. Ten, the rest is to prove it.”

I asked, "Are you still presenting evidence?" Xiao Linyi said: "Of course we have to provide evidence. We waiters are all young people. If they are wronged and they can't figure it out, there may be accidents. Therefore, we attach great importance to the issue of evidence. For example, an excellent employee under me the year before last I was once reported to take the bill, and I never thought that he would do such a thing. So I started the proof process and asked two friends to test him twice. As a result, he really refunded a customer's fat Cow money - 40 yuan to 'eat'. So I fired him very, very uncomfortable. Half a year later, he called me and wanted to come back to work.

I told him that what you have violated is the company's high-voltage line, and there is no room for recovery.You must get rid of this problem in other places in the future, and I will keep it a secret for you. " I asked Lin Yi, "Why are you still being so kind to him, encouraging and comforting him like this?" "I believe that many people do this because they are young and can't resist the temptation. If you fire him and don't give him some spiritual care, he will have no hope." Lin Yi answered me without thinking. This little girl from the countryside of Shaanxi, who only went to junior high school, proved to me once again: "It is not years that make people mature, but experience!"

I said to Lin Yi, "I will definitely ask you to teach a lesson on how to motivate the majority to work hard while preventing the minority from abusing their power." I asked again: "Are more boys or girls doing this kind of thing?" Lin Yi laughed, and said: "Of course there are many male employees. Men are bold and easy to take shortcuts. For example, we have a male employee who took a bill of 1,000 yuan from a customer and simply didn't hand it over to the cashier. I went back to the dormitory by myself, packed up my things and ran away. But there are also girls who make this mistake. Last year, there was a female employee who also "eat" the order. As soon as I talked to her, she admitted it. She cried and told me , It’s my younger brother who is studying in college and lacks money. I told her that if you lack money, you can borrow from the company, but you can’t do such a thing. Considering that she is a college graduate, I gave her a chance.

However, soon after she stole money from her roommate again in the dormitory, they marked the money and dug it out on the spot!So we can only dismiss her.When she was dismissed, she collapsed, and she was wrapped in a quilt in the dormitory and wanted to commit suicide. She made a fuss for two full days.We sent people to watch, and finally invited her parents, and she left. " If there are many people, the absolute number of people with low quality will also be many.Haidilao now has more than 10,000 employees. If the management system is designed according to the moral level and legal awareness of the female college graduate, how can Haidilao authorize employees?