Grassroots Staff Management Is The Key

In fact, the best service providers and sales people are staff There are also the most grass-roots management cadres. To give full play to their wisdom is the magic weapon of high level managers. Every excellent employee in the front line of the enterprise is an expert in solving problems. They are in daily life. work They show their demeanor and self-confidence. They are always calm and energetic in the face of unanticipated difficulties. They never complain about the difficulties they encounter and always come up with solutions. I believe that such a person is the driving force for a company to move forward. If it is applied properly, it is really a treasure for enterprises. Let's take a look at the story first.

There is a joke about a college graduate who went into a large group. enterprise He was assigned to work at the grass-roots level. However, no matter which department he worked, he always performed mediocre. After all rounds of departments, the departments gave him an appraisal of "generalist, unable to afford and unable to put up". He knew everything, and everything was impossible. The so-called generalists were useless people who had no access to everything. Several managers who had stayed with him agreed that the university student was ruined and would never accomplish anything in the future. However, ten years later, the university student became the general manager of this group company, because although he was not very strong and unable to excel in a single item, he knew who was the strongest in this single item; because he had done all the work, so he was very clear about where the problems were easy to work, and the questions he raised often hit the nail on the head. When finding the problem, he could immediately find the most knowledgeable person to solve it.

Let's look at another case: in 1952, the Japanese electric company had overloaded a lot of fans and sold it in the past 70 thousand years.

One day, an employee proposed to the then chairman, Ishii Yasumi, the suggestion of changing the color of the electric fan. At that time, fans all over the world were black, and the fans produced by them were no exception. The employee suggested changing the black color to light color. This proposal immediately attracted the attention of the chairman.

After research, the company adopted the proposal. In the summer of second, a group of light blue electric fans were launched, which were popular with customers. There was even a rush buying rush in the market, and hundreds of thousands of fans were sold out in a few months. Since then, fans in Japan and around the world are no longer the same black faces. As a hero of the company, the employee became the shareholder of the company.

Only a small change in color can quickly open the market, so that fans that have been largely overloaded and unmarketable become fast sellers in a few months. This is undoubtedly a miracle. Such a common idea requires neither extensive scientific knowledge nor rich business experience. Only by changing your mind and breaking the practice in the industry can you create a whole new world.

Another case in the Swiss American product company's product packaging box is foam material. Employees find that foam materials are not only expensive, but also seriously affect their work efficiency compared with kraft paper. So the employees put forward rationalization proposals and got the approval. This may not sound like a very attractive strategic decision, but since adopting this proposal 4 years ago, the company's packaging cost has been reduced by 20% and its productivity has increased by 10%.

In order to help employees turn their suggestions into tangible benefits, a wheel manufacturing company in the United States uses a three part form to collect suggestions. In the first part, employees describe in detail the suggestions to be improved, including things that make them feel confused. In the second part, we can figure out the measurable benefits that the proposals they offer will bring to the company. Finally, a chart is presented, where employees show their ideas in a graphic way, and let the evaluator understand and measure the proposal in another way. If the proposal is valuable, the proposal will soon be transmitted to the five proposal assessment team. {page_break}

Now, every week, the company will write to those employees who have not been recommended, and the employees who are accepted will receive specific feedback and rewards.

For example, in tourism enterprises, the best way to understand where the travel service is to operate is inconvenient. The most wasteful hotel companies must be front-line employees. The travel agencies most often find solutions to problems are also employees. In tourism enterprises, it is best to know what products are best sold on the market, what lines to sell and what tourists will be annoying about services and attractions.

1. Tour guide

Take the complaint as a link. Tourism enterprises should regard service restoration as a task, which is completed by tourists, managers and front-line personnel (generally speaking, Tour Guides). The three parties are to work together. For tourists, complaints often come from not being treated rationally. Tan Xiaofang believes that the key to the restoration of tourism services is to re-establish the fairness and justice of customers' hearts. The duty of managers is to learn from mistakes and avoid making the same mistakes again; as for front-line personnel (Tour Guides), if they can provide the services that customers expect, their job satisfaction will be improved.

For example, the management level of our travel agencies and scenic spots can design a "tourist service satisfaction scale", instead of the original hard, cold forms and a large number of text descriptions, which only allow tourists to think you are perfuncting and dealing with them. Authorized our tour guides and marketers can first assess the degree of dissatisfaction of tourists, then offer discount coupons, discount cards, tickets or even a publicity card for a scenic spot to give customers a solution.

Enterprises should collect and store all kinds of customers' opinions, and let all staff members, especially tour guides, hotel attendants, air hostesses and other front-line personnel, get relevant information easily. At the same time, companies should provide easy and convenient pipes, such as customer surveys, focus discussions, customer hotlines, etc.

2, store staff

The concept of "star shopkeeper" has been set up in the new scenic spot. Not only has it launched the "star shopkeeper" selection campaign inside the company, it has also opened the column of "star shopkeeper style" in the weekly comprehensive information advertisement, displaying the style of the shop manager. The "head of the store" is the most direct window to display the company's services, "the star shopkeeper" is the elite of the store staff, representing the service level and quality of the store, and is the direct propaganda director of the brand image of the company's "new era, humanized professional tourism".

The selection of "star shopkeeper" can let the public know that star enterprises are supported by star employees. At the same time, it is also a mode to consolidate the unified image, unify the brand and unify the service standard, and highlight the superiority of the direct store. At the same time, it also motivates employees to make them pay more attention to themselves in their jobs.

In short, how to mobilize the extreme accumulation of front-line personnel and basic management cadres and give full play to their intelligence and talents will bring you a new look.