Let's take a look at the 9th question is the standard, no setting standard is the ninth issue. Because of the perfect company, there are your own policies, a perfect company, must have standards. What does this standard mean? There is a set of institutions, there is a set of regulations, there is a set of procedures, which is called standard. Some small places are a standard, you see five-star pole, four-star, three-star to the end? I will wait, I will take an example to explain that why perfect companies have their own policies, let's take an example.
Xiamen Airlines, in fact, Summer Airlines took a thing, and since then, it will be better than it. Xiamen Airlines airplane, once a takeoff, of course, this is the previous thing, and now it will not make this problem. What is the first thing to take off from the plane? You all have a plane, tetan! As a result, the wheel can't afford it. Their fucking, and now, you guess what happened? This latch is not pulled, the result card is pulled! Flying again, he said again. These two fucks, 600 pounds of airborides all burned. The most important thing is not gasoline problem, how do you explain with customers? When I just said, I will fly down? People are scared, don't know what? Can you broadcast? Do you dare to broadcast? Don't panic, don't panic! We are now just in the latch. Do you dare to broadcast this? Pain! Many passengers were scared, thinking that terrorists put a bomb. As a result, they always have a temper, mix, and this kind of thing! Our Xiamen Airlines should not do it. As a result, he wrote a A4 paper, how to do not forget the pull-down, the heart and blood circulation, wrote a number of steps, wrote a few steps. From now on, Xiamen Airlines has not forgotten to put any one.
After the introduction of Xiamen Airlines in the future, that person must retreat 15 steps, holding up, the time to open the plane, his hand will, indicating that I saw it. The hand of the unplug pin will be put down, the hand is put down, and the trail will start dragging. So I haven't forgotten any latch from now. This concept is called SOP, standard operating procedure. Results Xiamen Airlines, the more it is more and more, the result of the boss starts the standard operation program, and each department is copied, and now it is set, and it is set to their cockpit. It is getting smaller and smaller in the future. If a company is often talking, it is a problem with each other, that is, this company has not met, and after the matter, their company is simple. That old Liu, take the blue, the third generation, this is your fault. Their company is public security, blue is a navigation, yellow is business, green is the land, a set of sets, writing down.
SOP This noun let's take a look, since now, they will not have this problem. One company has to have 2 books to fight with others, called the company's two manuals, 1 called the red book, is the combat program, how do we fight with others? This is called a red book. In addition, 1 is a blue book, a SOP standard operation program, with his English. A company has these 2 books, the first, how to fight? How is the second job? These two books are called the Bible, which is 2 treasures of the company. We will later all the high-end cadres, all companies, will take the two manuals when fighting, so the strategy must make it out. That is how we fight? SOP must be either, our homework does this? Of course, I also believe that Chinese life is not possible.
Then, the two things I want to say, the first, your provision is too abstract, write a big name, write too blur, and there is no specification for details. The second important point is not caught in him, so that something writes will become an abstract article, and there is no key point. I tell this sentence, I deliberately tell a five-star thing. A few stars in this hotel, I don't deserve it, but I remind you five-star and four levels, the biggest difference in the star there is that the SOP is not to deduct him. I have lived in the Thai Oriental Hotel. That hotel is five stars, you will pay attention, he is a little detail, which is what we can't do, this is what we think is the most difficult place. The first, I have a bed together in the morning, the door opened, this corridor has a beautiful Thai lady at his end. I saw that my door opened, I came over, I said, good morning, Yu Mr. Yu. I am very unpleasant, I know that my surname is very difficult. I immediately asked him, how do you know that my surname is? Mr., when you sleep last night, we have to remember the name of each room. Baton! Later, I went from the fourth floor and took the elevator. I went to the door of the elevator. There was a Thai lady standing over there, so she had good luck! Do you know my surname? How can I make my name? Mr., there is a phone call, saying you. Baton! Then I went to have breakfast, I sent a snack when I had breakfast. I asked her, what is the middle red? Their lady looked at it, and then told one step, what is it. What is the black black next to it? She also looked at it again, and she said, what is it just something. Why do he take a step back? His saliva will encounter my dishes. But you call to Shanghai called a dish try, do you ask her what is this? good to eat! delicious! Then you eat! This is the biggest difference between five stars and four stars. Later, I passed on the bathroom, there was a man in the sanitary sound, this is not unfortunate, I didn't think I was a stop in the urinal, he gave me a massage, knock my shoulder. I just started to scare a jump, I couldn't get it out, and I still felt very cool. Later, I reached out to the face, he immediately came, helping me open, when I was washed, he gave me a towel right away. After I raw, I will give you a little about 5 yuan. Thai dollar is equivalent to RMB 1.5. In fact, there is no money. He said thank you! I went to the corridor to look back, I am still thank, they have to thank you! I feel that I feel very cool, I went to the next toilet, I'm cool, and I saw him thanked.
This hotel will do this today, do you know what you ask? I actually stayed in Thailand for 3 years and develop two industrial zones. Therefore, I have a very experienced in the development industrial area, and I have done a lot of business at that time. Because there is often a hotel, I will meet their sales director, I will talk to him, I said that you have no words, the five stars of the five stars! Top 10 in the world, but I have never seen you on your advertisement. He said the secret, he said that you are right, Yu Mr., we never publish advertising, because the old guests paying back every year will not finish! They flew back in the same summer, so we don't need to advertise. There is a pair of British couples, but also swear to die here. Along the year, vowed to die here! We said that if you are unfortunately, we are gloriously sending your body back to the UK. If a guest vowes to die here, do you think this kind of hotel also uses an advertisement? You will fly like Hou bird every summer summer. So this is called business.
Do you think about it, is the five stars? The heart is in this bone, this is the details, so he is different from others. When he had this matter, he called your last name. Other hotels can't do it, this is the difference between him with others. Do you think this kind of thing is really difficult? This is the details, so the SOP is the details, which regulates those small places. I got up at noon today, through the room, this hotel two ladies met me, like not knowing. Later, I asked him a question. I said that I have been going over to the conference hall? She said probably! I thought he was working on the first day today, probably! If you don't know if you can forgive? And when you talk to me, I will walk forward, this attitude is actually incorrect. Of course, I don't care, my main purpose is not to see two. But I am wondering, who is the lady at this hotel is training? Who is in the standard? Should this a few stars? In this reason, you don't look at this hotel so beautiful, Europe and the United States is just that this is hardware, the most difficult is human software. Then you see this name SOP, you will not think that it is foreigner to know this thing. No, our Chinese ancestors are very wisdom, our Chinese ancestors understand this truth very early. My mother, surname, Xinjue Luo, I have a grandfather is a prince. My grandfather is the vice president of the Central Changxiang, my mother is born is a noble. She is Zeng Wang relatives, so I have been a grandfather. When I was, I was Zeng's grandfather in Beijing, lived in Zeng Qingwangfu, my grandmother, in fact, Gege, they are all in Guangxu and Xuantong. When my mother came out, I had reached the Republic of China, but my grandmother, she often tells me a lot of stories. When I was a child, my mother took me to the river to wash the clothes, she would talk to me, there are many things to hear from him. My mother likes to look at the series, especially when the Qing Dynasty, like "Manchu 13 Dynasty", "Guizhi Gege", "Emperor Yongzheng", "Kangxi Emperor", "Prime Minister Liu Luo Pot", she loves it. But every time she looks, she said, error, fade. In fact, it is not intentional to perform it, it is for lively. Like also Pearl, Xiao Yanzi Zhao Wei, 吱吱 wow, that look, early drag out and blow it. My mother said that there is no sound in the Qing Dynasty. Because it is completely SOP job, although they don't have this name.
When Cixi had dinner, if the eunuch came over and said: Old Buddha, have you finished it? I am playing a slap in a slap, do you still use it? Sop! right? Western chopsticks, if it is straight, it means to continue to eat, if you are striding forward, say it, just a marker. The big eunuch will go out and take the left hand, and the neutral finger is merged, which is called on the water. After eating, you have to go to the water, go on the water, a silver basin, and a six lotus flowers in the middle. There is a mouthful of the Queen, the eunuch is out, Shangtui, drink Longjing in the morning, noon Biluchun, eat Pu'er in the evening, and it is very clear. I drink what tea at noon at noon, ask if you don't need to ask, according to SOP, his tea cover is to continue to drink. Pick up, beside it, said that it is late. The eunuch is looking out and goes out! After eaten, I have to take the cigarette bag, the upper smoke is about to bypass from her, squatting in the direction of the smoke point, give her fire. All this is quiet, there is no sound. This batch of people are all SOP, what do you need to speak, do you say?
So, the Chinese Life can also be quiet, and the total will go out later, you know why, if you ask, what is going on! Snapped! Still ask, SOP! Still ask? There is no tacit understanding, then you can't. Therefore, SOP is very important for each company, it is a norm of all behaviors. Any behavior is written inside the SOP, including the transaction with the customer, in fact, there is SOP. So what should he write? You look at this. First write people's SOP, because any problems are related to people, don't you think it? Is it managed? It's a person who is taking care of it. So write it to your post instructions and posts. After writing, we start writing production of SOP, material SOP, selling SOP, and property SOP. Of course, I know that life insurance itself is not called production, we call it a business or call. You are like Chinese telecommunications, they call it SOP, but this is not important, it is important to write the SOP of each department, all to write behind the person's SOP. So I think people are great, and persons are very important. Inside China's large business, it is often less important about people. I later discovered human rights, often caught in the hands of the boss, and the power of the personnel, the right to dispatch, and the hands of the leadership. Therefore, the core of the human resource department has dropped slightly, and this we don't deserve it, it is the issue of personnel management. But at least, people must first standard, and there will be production, materials, sales, finance. What is the last word? Performance assessment. So you can take the performance of the family a day, one day you said that your performance is not good, he will talk about it is not very nice, he will say that Li Manager, I can't qualify? Deputy Chief of Wang, where do I do it? Zhao always, where can I don't like it? you said! Is there a SOP? Great? No! How can you assess others when the company doesn't have a SOP? The so-called performance appraisal, with the standard, there is a difference, it is too big, then where is your standard? So I have to standardize because we didn't specify it, and it was not a very specific specific, but it was too abstract.
I will give an example, your personnel assessment, I have never seen it, many of the company's personnel assessments are not clear. I will give an example, I have seen Baosteel's personnel assessment, one in the middle, 80 points, 60 points, 40 points, of course, 100 points, can not be 100 points. Edge, 80 points, 60 points, 40 points, 20 points, I laughed, talk to them, I said that Zhou always, this is actually meaningless, because what is diligent? Where is diligent definition? What is a enthusiasm? Where is the dedicated definition? 40 points from the enthusiasm of 60 points? I said that you have the opportunity to look at the personnel assessment table of Shanghai Lianhua Supermarket. They are not written like this because they have been assessing a supermarket and his lady. This method is not coming out. They speak very much. When you check out, you can't make your financial calculations very clearly. Should you deduct a few points? When you take the things, you don't know how to open eggs and tomatoes, cakes, and cakes are unqualified. After the account is finished, you can't put his things in your bag, and divide it into two or three packs. This is not reasonable. So they Lianhua supermarkets say, I see how you check out and how to pack, I will know your performance. So what do they telling is diligent? What is enthusiastic? This thing is called abstraction. Put the behavior norm, do this, do this is right. Therefore, they are all norms. If an assessment tells you this, do you do this, do this? Therefore, it is all like this. How many times have you been a month? How much do you have a speed at each time? Give 100 yuan, how fast is you looking for money? They are assessing this, so don't be important, this is called a detailed specification. Therefore, abstract descriptions they don't think. Sure enough, all of the personnel assessment form is abstract, and they are not specific enough. Finally, it will become a good evil of the supervisor. If you are so happy, you will give more points. If you are not happy, you will lose less points. If you don't plead, you will make this. Because there is no SOP, when I assess people, people will not serve.
Now come back to our outline, if this matter is done, let's see another sentence. Standard is a matter of matter, a quality requirement. Even the excellent people can cause his self-esteem, which is the so-called standard. I went to Jiading once, I saw three stars on the wall, I didn't see it. Later, the waiter helped me pick up the elevator. When I went up, I deliberately asked him, how many stars do you have? She laughed and didn't laugh. Guess he smiles? What is this good, three? In fact, the young master is that the waiter is very sign, the one is high, the height is 1.75, 1.75. When you have a white, you will be drifting, I think this waiter looks very comfortable, the result of the three stars He, he didn't know how many times have you been asked? Do you have three stars in your hotel? Therefore, he feels very wronged. Who is this grievance? What is the three stars? So China Life, if it is very good, there will be dignity in China. If the performance is not good, this dignity is not affected.
Because I immediately speak the second example. I lived in Marco Polo. When I went first, I saw four stars on the wall. I went to the waiter, I also deliberately ask questions, how many stars do you have? You guess how he answers, four, but it is five. Ah, what does it mean? Our general manager has said, four hardware, five software. I said that I make sense, I can do this, it is reasonable. I see your performance is not a five-level software? The result is true, why? Because a thing happened. There is a letter in this place, which is written by Marco Polo, and the lower right corner is signed by the general manager. Do you see it? It is the general manager of Lin Yongchang. Dear Mr. Yu, I know that this letter is written to me. I went to Marco Polo, I said to my Miss, I want an uncomfortable floor, and is a big bed. When she went, she said nothing. Nothing? She said that Mr. You have to be late. Late later, my plane just came to it. Sorry, it's really gone, ok! What is the consequence of? Mr. Yu smoked two single beds, no smoking floor, there is a big bed, pick you with you! Then not to smoke the floor. As a result, my Orient, the one is already very small, I feel that the small bed is very small, and the foreigners go to the knees below the next. I took out a piece of paper and I started writing, I saw the toilet from the washstock, I saw it from the carpet, and I saw the wardrobe from the pillow. I gave him a look. Write three papers of A four, posted my business card, give that the old. In fact, I don't like my mother's mother. I am a businessman. I am doing business outside, and I also attach great importance to the customer to write opinions. I will like this kind of enthusiastic customer. So I have to take care of others! I will write this letter. I returned to the fourth day of Shanghai and received their reply. Dear Mr. Yu, I replied in my words, and the lower right corner is the general manager Lin Yongchang signature. I have lived in Marco Polo from now on to Xiamen, which is the so-called five stars software. Since your hardware is four stars, do you do your five stars? Because this software can not spend money. Hardware is to spend money. right? This is the so-called dignity, a dignity. The most interesting is the 86th floor of Shanghai Hyatt Economic and Trade. He went to the trial operation. When I took the elevator, it was also a very beautiful waiter. I also ask him, ah! This hotel is beautiful, should you have a few stars? Because I didn't hang it. The guy actually said, what do you say? I should see it is five stars! He said, is that it still uses it? This is dignity, if people ask you, where are you? Chinese Life, this is called dignity. If you say, what does life related to life? Units related to life insurance, then do you do life insurance? you can say so. Which life insurance? Well, the first word is a total of four, you have to talk about it, just have confidence in the company, right? If the Chinese Life is thinking, this is a bad thing, it is a grievance, that is, the company is sorry for you. So we said that the standard is a dignity, leaving it, let the bad leave.
If a company has no standard, all is all bad, good leave. But what happens when the standard does it? You look again, what will happen in the end? We returned to the third sentence just now, and the standard will finally become a kind of power, that is, you don't have to talk, he will do very well, this is called the original power. We think the highest realm, because this kind of power is the most difficult performance. Automatically push it to a more business. At that time, the supervisor did not have to speaking, he did this extent. Let's take a picture and look at it.
There are five stars on this picture, I will use this picture to illustrate the concept of five stars. In fact, I want to talk about Hilton Hotel. Dare to say that it is five stars, you have to do five stars. When I was in the Vice of Ahton, I, I was in Hilton, I was in Hilton. This photo was not Hilton, I just took five stars to express, what is five stars. There is no matter in the afternoon, sitting in the lobby, drinking my coffee quietly. That is a dusk, a pair of old couples, I have a skin box, have there any room? That counter, how did he speak? If he speaks: no! This is called two stars. If he said, hey, you give me the name, see if there is a room, yeah, do you have no location? Sorry, there is no room. This is three stars. Mr. Zhang San, I am sorry, there is no room today, if you have a position early, you go out to go shopping, wait, I have a look, let you eat. This is the four stars. I went out, when I went shopping, in the middle of the night, if you say there is no room, do you let me sleep? This is called four stars, can't talk about this. Hilton is not talking like this, so it is a five-star hotel. Ah, I am sorry, there is no room, today is the weekend, if you are going to be fine early. However, there are still some good hotels near this, do you want me to try it? Is there a room? That person said why not, the old gentleman, why not. Just, he immediately took a card, signed a word, come, this is a free coffee voucher, to the lobby, take a cup of coffee, you. I will help you check it right away. The two old couples are in the lobby, drinking coffee, sitting next to me, I will ask him: Mr., I have heard it, I said why I don't have prior Room? Hilton is a famous hotel, soon there is no room, today weekend. He said, ah, my son called me yesterday, told me to rush, so I didn't have a room! Let's talk about it, the counter will rush. Good news, the Sheraton of the street behind us, there is a room, the level is the same as us, it is also 20 US dollars, don't. He sat there, why not! Ok, drink slowly! He washed away, not long after it, they arrived, but you slowly drink, I will call them waiting for you. As a result, the old lady hosted a boring, drinking, standing up and carrying a box, I saw it, swaying, followed them, see what happened? Because I like the research market, the results of the Sheraton the car arrived, the old lady went up, and the baggage got on the bus, the old gentleman kneelted the door, after the feet, you guess he talks about something? Next time we come again, or live in Hilton, finished the long-standing.
If you are a happy to drive, what do you think? Mom, there is no conscience, and I will stay in Hilton next time? But from another angle, why do you have this idea?呱呱! How did Hilton do, let him talk about this? right? This is called five stars. So the man of Hilton and the woman didn't have a supervisor next to it. Excuse me, why do you do this? Because there is a shiny brand, Hilton! Just let him make five stars, this name makes him lose his face and do five stars. So a company is called this extent called driving force. The driving force of this five stars pushed it to this price, so the level of this! So I found out that a standard and dignity can push people to this level, and they will become a habit. Anyone goes to Hilton, go to his atmosphere, you are like him. That look. Therefore, people have led to the redness of Zhu, and nearly ink, it is the truth. So you enter Hilton, even if you are a lazy person, you see the colleagues doing things, I don't think that you can't get a lazy. This is a cultural height and atmosphere of a company that can shape a person's quality. So, let's take a simple look, it will find an important concept, which is that the standard can make a person to form a kind of power under driving, and finally push, let him do such standards.
