Chapter 47 the world is gray

There is no doubt that Haidilao relied more on the rule of man under the mentorship system in the early stages of development, but as the company grows larger, it must rely more on the rule of law based on systems and processes.According to the management of processes and systems, there must be objective standards for evaluating people.Therefore, in 2007, Haidilao launched the promotion system of "promotion examination". What is a promotion test?To put it bluntly, if an employee wants to be promoted, he must not only meet the previous standard-competence, but also have certain cultural and professional qualities.Like the aforementioned Aunt Wu who doesn’t even know the numbers 2 and 5 in Arabic, no matter how capable she is, if she fails to pass the cultural quality test, she will not be able to be promoted again.

In recent years, it has been difficult for college graduates to find employment, and some college graduates have begun to join Haidilao.The biggest difference between these people and Haidilao’s current mainstream employees is not only that they have a higher educational background, but also that the Chinese culture of learning and excellence often makes scholars think too much of themselves and can’t let go of their stature. The following passage is from a college graduate who does not want to be named and works in Haidilao. He said: "Some time ago, college students in the Zhengzhou area left their jobs one after another. On the surface, this is a personal behavior. superposition, but in fact, this is a refraction of corporate behavior: the discomfort of the corporate environment has led to the resignation of employees. Among the reasons, I think the most important is the lack of trust and concern for college students, which leads to their lack of confidence in the future. I feel confused about the development of the company, and feel a sense of confusion in my heart; in addition, the working hours of Haidilao are not long for those old employees who have adapted, but it is another matter for college students who have just walked out of campus Yes. What they are good at is the various cultural literacy cultivated in the university, rather than blindly insisting on physical strength. However, Haidilao’s management uses the same performance appraisal standards to demand them. This is tantamount to taking them Compared with others' strengths, it will inevitably cause their psychological gap and dissatisfaction, and they can only choose to leave in the end."

How can these employees with relatively high cultural quality be able to start this difficulty from the waiters through Haidilao?How to select potential management talents through the promotion test method from employees with low cultural quality?While doing so, how can we maintain the eclectic talent selection culture that Haidilao has formed?These problems are currently challenging the wisdom of Zhang Yong and Haidilao people. There is no doubt that there is a conflict between the promotion test and the master-apprentice system.According to the promotion test, people with high cultural quality are easy to be promoted; on the contrary, those who are willing to work hard are easy to be promoted.Compared with the mentoring system of the mentoring system, the promotion examination system has two advantages. One is that it is more objective, and the other is that it can select and train cadres on a large scale. However, the disadvantage is that it is not easy to express.

During our investigation in Haidilao, we found that some stores have authorized Haidilao's most valuable employees to become a tool for employees to cope with promotion exams.Wang Yan from the No. 4 store in Beijing said: "One night, the area I was in charge of didn't have many customers, so I went to another area to help. I just went, and a table of guests said, waiter, bring us some kimchi. "I said, okay, I'll be here soon, and I quickly ran to the computer to add this kimchi to the list, and at the same time told the waiter in charge of this area to deliver this kimchi to the guests. Who knows, I told her Finally, she said with a nonchalant attitude, isn't it just a piece of kimchi, just give it to them and forget it!

"To be honest, I was really distressed at the time. What I felt distressed was that she, as a good old employee, abused the authorization in our hands like this. Although a serving of kimchi is not worth a few dollars, it cannot be given to others casually like this.After returning to the dormitory, I told the situation to another colleague, she sighed and said, cough, there is no way, it is all for the satisfaction of the customers, let alone a serving of kimchi, no one dares to stop even a serving of beef slippery . "Indeed, there are many such things in our store. I also saw a snack chef. When he gave a snack to the customer, the customer said, we didn't order it? At this time, the waiter ran in and said, I gave it to you. , my name is ×××, please come to dinner next time, and come to me again.

"Let me ask, is this considered an authorization to satisfy the guests? Sometimes, when the guests pay the bill and check the receipt, they find that there are more dishes on the table, and our waiter tells the guests that this dish is given to you by me. The guest asks why it is sent to you. When it was given to them, the waiter was speechless. "I asked these employees, why do you give the dishes that should not be served to the guests? "They said that their restaurant regards the ordering rate of employees as an important indicator. When customers order a meal, whoever orders more names means that whoever has high customer satisfaction and high bonuses is also one of the basis for promotion. The standard phrases of some waiters now are: "Sister, my name is ×××, here are 4 boxes of soybeans and packaged soy milk I gave you, please come back to me next time." So, many customers come directly to find She, because she is the most generous. Some waiters are more direct, saying to customers: "Please come to me next time, and I can give you a discount. You may not have such a discount when you find someone else." "There are also shops In order to reduce the rate of customer complaints, the manager does not analyze the complaints of customers carefully, but only punishes employees according to the regulations, ignoring the self-esteem of employees, resulting in the loss of employees.For example, a young father threw his child into the air when he was happy, and the child cried in fright.When going to the bathroom, the cleaning lady saw that the child's face was too dirty and offered to wash it for him, but accidentally touched the hand dryer, and the child was frightened and cried again.So, the father complained about this excellent employee.As a result, the store manager also dealt with it according to the procedure, transferred her to the back hall and lowered her salary. "

Obviously, this is not the Haidilao that Zhang Yong wants. What he wants is that the enlarged Haidilao is still the Haidilao he is familiar with.However, there is no such thing as a free lunch.This is the cost that Haidilao must pay in the process of transforming from the mentoring system to the system and process-based promotion test. There is no doubt that the process and system need to use indicators to speak more, and the mentorship of the master-apprentice system depends more on the feeling of the master.The two are inherently in conflict!However, the real world is gray. Any effective management method must not only need processes and systems, but also need the feeling of managers.

Which of the two is more important? Different industries, companies, cultures and objects will definitely have different balances; as long as the goal can be achieved, every answer is correct! Let us pay attention to Zhang Yong and Haidilao.Looking at Haidilao, which is getting bigger and bigger, what balance will it find?