There is no doubt that both are indispensable. That is to say, there is a mentoring system to train new people, and there are also systems and procedures to standardize behavior standards. Because the rule of man in the mentoring system and the rule of law in the process and system naturally have certain hedging attributes. However, Zhang Yong's innovation lies in the fact that he adopts the method of visiting the store and on-site management by the community manager to coordinate in the center. This method is relatively ingenious. The rule of man is non-linear, and it is a perceptual management method, while the rule of law is more linear and a rational management method.
In the middle, an experienced and perceptive community manager (both is a front-line waiter) can make the system a mere formality and avoid rigidity. There are three points in Haidilao's assessment: customer satisfaction; employee enthusiasm; employee training . Satisfaction assessment is often distorted if it only uses the user survey questionnaire in Fax List the system, but with the addition of the community manager's shop tour, it can become relatively more accurate. Of course, it is unavoidable that the community manager is also a human being, and the dilemma of earning one eye and closing one eye after being dealt with by a certain store manager cannot be ruled out. At this time, it relies on the family-style hand-in-hand management of the mentoring system and the construction of corporate culture.
Here, Zhang Yong uses the power of morality. The first law and the second moral, the two forces regulate the behavior of employees at the same time, which has become a unique and effective management method for Haidilao. It can be clearly felt that Haidilao is still more governed by people, relying on people's feelings to manage. Many people may criticize this method dogmatically, but this has to be attributed to Zhang Yong's genes. I have sufficient reasons to believe that as long as he is in Haidilao, he can implement this method relatively well.