小店管理哲学 5页

TABLEOFCONTENTSCONCERNFOREMPLOYEESCommunicateWithEmployeesMeetEmployeeNeedsDevelopAndRecognizeEmployeesCOMMITMENTTOCUSTOMERSKeepUnitsCleanAndAttractiveBeCourteousAndHelpfulProvideBestProductsPossibleCommunicatewithemployees"It'simportanttolistentoemployees,askquestionsofthem,say'GoodMorning1tothem,askabouttheirfamilies,andgettoknowalittlebitabouttheiraspirations,ambitions,homelifeandworkmotivations.HCommunicatingwithemployeesisessentialtoshowingyourpeoplethatyouaresincerelyinterestedinthemasindividuals.Thiscommunicationalsomeanslisteningtothemiftheyhaveaproblemwiththeirjobormanagement.Managersneedtofrequentlygettheirpeopletogetherandaskthem"Howarewedoing?11and"Whatcanwedotoimprove?11Forthecommunicationsprocesstoworkeffectively,it'simportanttolistentoandactupontheanswerstothosequestions.Employeesmustknowyouappreciatetheirideasandsuggestions.Whereverpossible,Marriottiscommittedtogettingitspeopletoparticipateineverydecisionthataffectsthem・Thiscommunicationthroughparticipationwillresultinyouremployeesbeingmoremotivated,moreenthusiasticabouttheirjobs，happierintheirwork,andmuchmoreeffective.nWehavegreatmoraleinourrestaurants,hotels,andotheroperationsbecauseouremployeesknowweareinterestedinthemanddoallwecanforthem.”Often,goodcommunicationstartswithlisteningtoandobservingothers.Then,whetherit'sbuyingequipment,coachingandcounselingorreprimandingorpraising,yourresponsewillberespectedthemoreyouremployeesfeelyouunderstandthesituation.Thisrespectleadsemployeestotrustandrelyonyoutomeettheirongoingneedforinformationonhowtheyaredoing,howthecompanyisdoingandwhereitsgoing,andhowtheirdivisionandworkfitsintotheoverallpicture.Meetemployeeneeds"Employeeloyaltyisofgreatimportance.Thatcomesbytreatingemployeesthewaymanagementwouldliketobetreated.'1Buildingemployeeloyalty,pride,teamspirit,andmoraleallbeginbymeetingneedsasbasicascleanuniformsandproperequipment:Youcan'texpectanemployeetoprovideagoodproductorservicetocustomerswhenhisorherownneedsarenotbeingmet.HTakegoodcareofyouremployeesandthey'lltakegoodcareofthecustomers.11\n“Aswithallbusinesses,wearesubjecttotheft・Managersshouldbeawareofthisandtakenecessarystepstodiscourageandguardagainstthis.”Inenforcinganycompanypolicyorprocedure,it'simportanttocommunicatethattheunderlyingprinciplebehindallrulesandregulationsisabasicconcernforemployees.Marriottbelievesinitsemployeesandtheopportunitiesithasforthem,anddoesn'twanttolosethembecauseofanyfoolishorflagrantactions.nOurpeoplemustmaintainhighstandardsofpersonalappearanceandcleanliness/1Inadditiontoformalpolicies,unwrittenstandardsexistinanybusiness.SincethemajorityofMamottemployeesinteractwiththepublic,theimageyouandyourpeopleprojecttocustomersisveryimportant-DevelopandrecognizeemployeesnIfyoudon'thiretherightkindofpeople,wecannevermakeanythingoutofthem.n"Therightkindofpeople11arefriendly,hardworkingindividualswithagenuineinterestinhelpingothers.Sinceourbusinessdemandshighlevelsofhospitalityandservice,peoplewiththosequalitieswillbeeasiertomanage・respondingfaster,learningquicker,andadvancingfurthe匚"Managersshouldinstillinemployeestheimportanceofgoodwork,healthyhabits,honesty,andintegrity/1Amanagerscharactercanbeapowerfulinfluenceonemployees.Thebestmanagersknowandlikethemselvesand,bytheirveryactionsandideals,provideguidanceanddirectiontotheiremployees.Althoughpayisanimportantcomponentofemployeesatisfaction,beingrecognizedforajobwelldoneisoftenmorerewardingandmotivatingtoemployees.Recognitiondoesnothavetobereservedforsuperhumanefforts.Thepersonwhoconsistentlydoesahighqualityjobinalowprofilepositionalsodeservesandneedstohearpositivefeedback・Timingandsincerityarethekeystomeaningfulrecognition."Mostofthethingswesellinarestaurantarepreparedthatday.Thistakesskill,imagination,andingenuity.Itrequiresagreatdevelopmentoftalentandprimarilyaninterestinone'swork.n"Thereisagreatopportunityforadvancementinalargecompany.Inourbusinessanhourlyemployeecanbecomeadepartmentmanagerandgeneralmanagerinashorttime,ascomparedtomanyotherbusinesses/1\nGoodmanagersdevelopemployeesfortomorrow'sopportunitiesbyencouragingthemtoworktowardtheirfullpotentialtoday.Howrapidlytheydeveloptheirtalents,however;dependsonhowinterestedtheyareintheirwork.Employeesneedtoknowthattheyarelargelyresponsiblefortheirowngrowthandthatthebesttrainingandmanagementwillbeuselessiftheydonrttakeadvantageofit.CommitmenttocustomersnIwantyoutounderstandthatanysuggestionsImakearenotbywayofcriticismbutintendedtokeepourqualityup,keepourimagegood,andtoserveabetterproductthananybodyelsewhoiscompetingwithus.Ineverydivisionofourcompany,everyoperation,wemustcompeteinprice,insanitation,indecorandserviceifweexpecttoholdthebusiness.nNeverhas"holdingthebusiness11beenmorelinkedtocustomercommitmentthanintoday'sbusinessenvironmentofincreasedcompetition.Howaunitlooks,thewayadepartmentfunctions,howemployeesact,andwhatthecustomerreceivesareallareflectionofyou,themanager;andMarriott'scommitmenttoitscustomers・YoumustcombineyoursenseofpersonalandprofessionalpridewithyourleadershipabilitiestobuildawinningteamthatwillKeepUnitsCleanAndAttractive,BeCourteousAndHelpful,andProvideTheBestProductsPossible.KeepunitscleanandattractiveHArealeffortshouldbemadetogetourpeopletoworkclean.Ihaveseenemployeesinourplaceswithdirtgreasyshoes.Wemustmakeaspecialefforttohaveourpeoplewearwhite,cleanshoes,andtoworkcleaninthekitchens.Wewouldsaveourselvesanawfullotofcleaningproblems,andmoney.nMWeshouldusecarpetsinallentrances,witharubberbaseandarubberedge,andhaveenoughofthemtokeepthemclean.Thispicksupthedirtthatwillotherwisebecarriedintothekitchens.H"Everyairlinekitchenshouldhaveaperfectsetupforcleaning.Thereshouldbeportablestainlesssteelsinks,placestohangmops,anddrainsinthefloorsthroughoutthekitchensothatthefloorscanbewasheddown.""Insistonproperequipmenttocleanandmaintaininsideandoutsidetopimage.HProvidebestproductspossiblenOurcustomerswillpayforquality,Ibelieve・Idon'tmeanluxuryqualitybutgoodquality/1\n"Inalltheyearsthatwehavebeentestingforquality,wehavefoundthatthereisverylittledifferencebetweentopqualityandsecondandthirdgrade.ButIhavefoundthis-ifyoutakesecond-andthird-gradequality,eventhoughthedifferenceishardlydiscernible,youwillendupwithasecond-andthird-ratequalityproduct.nCustomersassociatequalitywithMarriott.Theyexpectitandwillpayforit.Managersmustseethatcustomersreceivethatqualityineveryareabynotcompromisingonthecompany'shighstandards.nAlotoftimeshouldbespentonfood.Steaks,chops,andvegetablesarenotseasoned.Weneedtohavemorecookeditemsandlesssteaksandchops.Enchiladasandchickenalakingcouldbepreparedinvariousways，aswellaslambstewandchickenfricasseeandsoforth.Thisshouldbedoneinallourhotelrestaurants.Manypeopleliketheseitemsbetterthantheydotheheavysteaks,andthefoodcostismuchbetter."Providingthebestproductspossiblealsomeansgivingcustomerswhattheywant.Bypayingattentiontotrendsandpreferencesamongdinersandtravelers,youcanbetterserveyourcustomers."Clamchowdergoodbuttoothick-••greenbeans-nicecolorbutnoflavor*••chickenliversandsweetbreadsgreasyandheavy,notfittoserve...Waldorfsaladverybadappearance-greasyandstalelooking-applesmushy...scallopstoolarge-••noseasoninginscrambledeggs.HItallstartswithbasicquality.Youcanchangeorenlargemenus,increaseadvertising,reduceprices,increaseportions,renovate,changeuniforms,orevenincreaseservices・Butthebottomlineisquality.Restaurants,forexample,mustofferavarietyoffooditemsthatarealwaysfresh,tasty,andattractivelypresented.Regardlessofyouroperation,maintainingqualitywilldojustasmuch一andprobablymore—toimprovefinancialresultsthananyotheractions."Themancookingthehamburgerswasnotputtingsaltonthem,exceptjustalittlesprinkle.Hewasturningthehamburgersovertwice.Whathappened?Helostthejuiceofhishamburgers,hegotadryhamburger-Hewasalsosprinklingsaltalloverhisgriddleinsteadofputtingthesaltonthehamburgers.n"Hotelchefsshouldofferinterestingandvariedmenusthatwillattractgueststothediningroom.Theyshouldensurethatfoodpreparationpersonnelfollowstandardrecipecards,andthatfoodisservedattractively.nHIthinkthechefsshouldhavesomeleewayinworkinguptheirleftovers.Theyshouldbeabletoputspecialsontogetridoftheirleftovers/1\nInmanycases,employeesareinstructedtofollowStandardOperatingProcedures,recipecardsandsimilarguidelinestoconsistentlyproducethebestproductpossible.Atothertimes,managersmustrelyonanemployee'sownstyleandinitiativetodothejobright.WhetherornotyouremployeesmustHfollowthebook/1theattentionyoupaytotheiractionsisthetrueguaranteeofaqualityproductbeingproduced."TheexpensivemenusthatwearepreparingforourCoffeeShopsareawasteofmoney.Whenyouhavetochangetheprices-whichweoftenhavetodosofast-themenushavetobechanged.nAmanager^jobistodeliveranoutstandingproductatafairpriceandmakemoneydoingit.Managersmustrealizethattherearealwaysoperatingcoststhatcouldbereducedthroughmoreeffectiveschedulingofhourlyworkers,throughmorecompetitivepurchasingandthroughbeingcarefulabouteverythingtheyspendmoneyon.Asoneofthosemanagers,youmusttrytocontrolyourexpensesandcarryforththeMamotttraditionsofgivingvaluetoyourcustomeralongwithattentiontodetailandattentiontoyourpeople・Whenyoudo,youwillhelpensurethatthecompany'sothertradition-thatofprofitablegrowth-willalwayscontinue.