Vision and mission of hejiahe group
Vision: to become China's first-class product service provider focusing on mass consumption
Mission: let the public rest assured of consumption and let employees fly their dreams
(Note: the name of "hejiahe" highlights our responsibility to provide hotels, restaurants or related products or services to create a warm, comfortable and homelike life experience for the public.)
Vision and mission of catering business
Vision: to become the benchmark enterprise of national food safety and the stage for employees to fly their dreams
Mission: to provide safe and delicious food for the public
(Note: hejiahe catering's market positioning highlights safe food, creates core competitive advantages based on safety, and is determined to become a benchmark enterprise of national safe food; At the same time, hejiahe provides a big stage for employees to show themselves and help them grow, achieve and finally succeed)
Vision and mission of Express Hotel
Vision: to be a well-known hotel in Northwest China
Mission: let customers enjoy the warmth of home
(Note: hejiahe Express Hotel focuses on the northwest region, providing customers with "home" service and creating good customer reputation and word of mouth)
The core strategy of catering
The core strategy of hejiahe catering is "catering +", which closely integrates the traditional catering business with the Internet, so as to better provide safe and delicious products for the public
one Walk with you, accompany sincerely
two To customers: customers are always right
three For employees: encourage contribution, help growth, face problems, and manage strictly
[customers are always right] positive case: on November 16, 2014, when Ms. Liu, the agreement unit of Garden Hotel, checked out, the front desk said that 100 yuan deposit should be returned. At that time, the luggage was stored at the front desk. When the luggage was picked up in the afternoon, the deposit had to be returned. The front desk confirmed that the deposit had been returned to her, but Ms. Liu and her companion said that they had not returned it. At this time, she drove, the train was about to leave, and there were many customers boarding at the front desk. Manager Zhang, the manager on duty, randomly decided to pay Ms. Liu his own money. Afterwards, she checked that the monitoring deposit had been returned to Ms. Liu. Later, she called Ms. Liu
[customers are always right] positive case: on March 10, 2015, caigenxiang head office delivered about 30 powder soup to the old banquet, but 40 people were prepared in the store, and the actual number of diners the next day was 50. At that time, the customers were particularly angry. However, during the in store banquet, the food and service in the store were highly valued. The customers relaxed their emotions, and they spent 5500 yuan in total when paying the bill, and they also gave a discount of 1500 yuan, Otherwise, they won't pay the bill. After repeated communication and guidance from the old banquet manager, they gave a discount of 300 yuan. Finally, the customer was satisfied and ordered two tables in the evening
Positive case: an employee joined the garden team in July 2012. When he first joined the garden team, he was introverted and self willed. He also quarreled with an employee. We assessed him 300 yuan. Manager Wang said that the employee was not suitable for a hotel. He called her family and asked him to go home. Her father said that he would give her a chance, Since then, we have encouraged her to lead the team dance and other happy activities. Through training, she has become an excellent backbone employee
one Safety: safety first
Positive case: the purchase of beef cattle should have complete five certificates, traceable, and 100% safety can be guaranteed. However, the purchase price is very high and the cost is increased, which makes the purchase unwilling to buy, the store unwilling to process, and the sales staff unwilling to sell? Because of this, which department has fulfilled the target? Where can I put this safety management concept? It can't be used, it can only be said that it can't be done?
Negative case: there is no complete five certificates for purchasing fat cattle, which can not be traced back to the source, and 100% safety can not be guaranteed. However, the purchase price is very low and the cost is reduced, which department is willing to buy, the store is willing to process, and the sales personnel are willing to sell, because in this way, which department can complete the task indicators? In this way, the operators do not know how to operate, whether to consider quality or price first, without changing the index, can only follow its nature?
two Service: walk into customers, do more and move customers
Positive case: the banquet held for the guests in the store ended in laughter and song, but the host was very angry when he checked out. Because the guest accidentally broke a water cup during the meal, the manager rushed to the scene in time to give the broken cup fee free of charge. The customer left satisfied and might continue to eat in the restaurant next time, but the cost should be a customer loss according to the company's regulations, The customer is responsible for this, but the handling costs are transferred to the store or departments and individuals?
Negative case: the banquet held for the guests in the store ended in laughter and song, but the host was very angry when he checked out. Because the banquet guest accidentally broke a water cup during the meal, the manager rushed to the scene in time to break the cup. According to the company's regulations, the guest should bear the cost of breaking the cup. If the guest left the restaurant dissatisfied with the atmosphere, he said he would never come to the restaurant again. So the store doesn't have to bear the cost of loss?
three Brand: brand is morality
Positive case: the company's philosophy is sincere, the implementation of 35, 45 minutes, overtime free food policy, timely cash, has been recognized and trusted by customers and understanding, is expected to come to this restaurant next time.
Negative case: on the contrary, when overtime occurs, it fails to take the initiative to cash it in time. When the customer complains, it takes the form of cashing. The customer is not satisfied and doubts the sincerity. The next time the opportunity is very small or there is no hope of returning to this restaurant, so they lose trust.
four Quality: to the quality problem, do not produce, do not pass, do not let go
Positive case: one of the ERP systems is to solve the problem of cost minimization, zero inventory, raw material freshness, first in, first out, pre-sale, which ensures and implements the company's delicious strategy, which is convenient for sales, processing and storage. The biggest thing is to realize the inspection and control of the next process on the previous process.
Negative case: during the use of ERP system, the store is worried about temporary reception package seats, shortage of raw materials, and more orders, resulting in a sharp decline in the freshness of raw materials. In order to realize the first in first out, pre sale ensures and implements the company's delicious strategy, which is convenient for sales, processing and storage?
five Cost: dare to spend, not waste
Positive case: the revolving door on the first floor of the boutique building has been damaged for a year. It should be repaired quickly to make it convenient for customers and employees to operate. In this way, the expenses for the newly operated team will increase sharply, which may cause serious cost overrun and affect the completion of profits and the payment of rewards in the current month.
Negative case: the revolving door on the first floor of the boutique building has been damaged for a year, and the maintenance is between repairable and non-stop, which is not convenient for customers and staff. This will not increase the cost of the new business team, and may cause serious cost overrun, and will not affect the completion of the current month's profit and the payment of rewards. How to amortise the expenses has become a focus issue?
six Management: all for business, improve efficiency is the only standard of inspection management
Positive case: the current working hours of the drivers in the centralized purchasing center are: 9:00-18:30, 9.5 hours in total. If it is changed to 8:00-17:30, the total time is 9.5 hours. In the afternoon, a general duty can be reserved. The peak time of loading and delivery between 8:00 and 9:00 in the morning can make the team energetic.
Negative case: no one is present at the peak of official loading and delivery between 8:00 and 9:00 in the morning, which makes the team inactive and controversial. There is no such regulation in the company's functional departments, and the requirements are consistent and synchronous, which seriously does not conform to the law of market development.
seven System: optimization, simplification, standardization and standardization
Positive case: because most of OA online should realize paperless office, improve efficiency and reduce cost. For example, work handover should be done on paper and OA once, and work and content are repeated, which wastes a lot of time, manpower and material resources. OA should realize no time and place restrictions, such as mobile phones, iPad can achieve office.
Negative case: because most of OA online should realize paperless office, improve efficiency and reduce costs. For example, work handover should be done on paper and OA, and the work and content are repeated, which wastes a lot of time, manpower and material resources. OA should realize no time and place restrictions, such as mobile phones, iPad can achieve office. The above is not implemented quickly.
Concept of employment
We believe that talents are created. Our employment concept for managers is "general mechanism", and for employees and technicians, it is "Luban mechanism":
one “ The "general mechanism" is to adhere to the principle of being able to go up and down, and to eliminate the fittest, and to demote or eliminate those who fail to accomplish their tasks
■ A general must have outstanding achievements
■ General can bring out excellent team
■ A general must have a "attentive, diligent and never let go" style of action
■ The first line refers to those who directly face internal and external customers.
■ Senior generals should be selected from those who have experienced hardships and difficulties
■ Senior generals should be selected from excellent teams
two “ "Luban mechanism" means continuous improvement and innovation. There is no best but better.
■ Luban must have work to improve and solve challenging problems
■ Luban must have the action style of "heart, diligence and never let go"
■ Luban gives priority to those who can really help customers (external customers and internal customers) to solve problems
Positive case: Li Hongliang, the former head of logistics department, served for many years. Later, he was adjusted to grass-roots staff training due to work reasons in 2014. During his work at the grass-roots level, he was diligent, progressive, enterprising and did not complain. At present, his post has been adjusted to: head of Hohhot audit and project maintenance, reflecting the principle of being able to go up and down.
Negative case: from 2013 to 2014, aorigle made continuous losses, failed to eliminate the fittest for the management, and did not use the employment mechanism that can be used up and down, resulting in the closure of stores, resulting in company losses and personal losses.
Value creation and value evaluation
(Note: hejiahe must create value for customers and employees should create their own value)
one Value creation and value evaluation of middle and senior managers
■ The performance of value creation lies in improving work or solving challenging problems
■ Work improvement needs benchmarking: better than past performance, better than competitors, better than colleagues
■ To solve the challenging problems, we need to improve the efficiency and efficiency of the company
■ Apple mechanism for value evaluation: all employees need to present their own improvement or challenge apple
■ The format presented by Apple: by improving... (task), solving... (problem), achieving... (effect)
two The performance of value creation of grass-roots employees is to serve internal and external customers with heart, constantly improve work for customers, and improve efficiency and satisfaction.
[value creation] positive case: Donggang store's road construction at the gate in March 2015 affected customers' parking and dining. Under such conditions, it exceeded the monthly plan by 150000 and exceeded the corresponding target of 80000, reflecting the team's challenging value
[value creation] negative case: the road construction at the gate of caigenxiang head store is also blocked, and the task has not been completed. Compared with the same period, there is a big gap. In the same situation, there is no value creation
[value evaluation] positive case: manager Tang Junfeng of Goubuli Hotel led the team to become the company's benchmark store in 2014, creating high profit returns for the company, and was rated as the benchmark store manager by the company
[value evaluation] negative case: in July 2014, a regular training instructor came to work conscientiously and passionately at the beginning of the work, and the staff also recognized it, and improved the existing mode a lot. Due to the gradual abortion over time, Hohhot went to Lanzhou for more than one month through the company's arrangement. The financial and material resources were put into practice, but they were not recognized and maintained in the end
one We insist on matching value distribution with value creation, and never practise equalitarianism
two There is no absolute fairness, but it is fair in the long run; We will never let down-to-earth people suffer losses. We will never tolerate lying on the credit book of history, which has been fulfilled; For the middle and high-level managers, we only acknowledge the credit, not the hard work. For the grass-roots staff, we recognize the hard work and encourage the credit
Positive case: managers of Chinese restaurants select Hotels with different stars according to value creation, and different order income reflects value distribution
Negative case: at present, the basic salary of all managers of Chinese restaurant chain stores is the same, and the basic salary is not set according to the value of business area. For example, there are about 1000 square meters, 3000 square meters, and 4000 square meters, but the salary after completing the task is the same; The basic salary of each store manager should be set according to the business area of Chinese restaurant, because the difficulty of management is different
Code of conduct
one Heart: love to ponder, constantly find problems, improve problems
two Don't let go: when you encounter a problem, you will succeed. If you don't solve it, you will never let it go
three Diligence: able to bear hardships and pay hard to complete tasks
Positive case: in 2014, the company introduced ERP system. Due to the technical problems of the software personnel, they failed to cooperate with the company's system online effectively, resulting in a sharp increase in the work pressure of the information department. However, under the guidance and support of Mr. Zhao, the head of the information department and other personnel went to the headquarters to seek support, We have achieved more than 95% of the online functions of this system. This is the spirit of heart, diligence and never let go
Negative case: in 2013, the air conditioning system of the boutique has been damaged since the decoration, but it has not been running normally, resulting in customers' complaints every summer, not paying the bill, discounting, abusing employees, etc. -- this reflects that they do not solve problems, let go of problems, and cause losses
Discussion and communication principle
one Be honest with the problem, talk about the facts, talk about the problem, talk about the solution
two Talk less about others and more about yourself; Less objective, more subjective; Less on the outside, more on the inside
three We should not judge each other, shirk responsibility and solve problems constructively
Positive case: in February 2015, after the water in the processing department and wuquandian was blocked, under the leadership of the company, general manager Shi communicated with the garden staff for many times and successfully solved the problem after effective communication --- reflecting the Frank problem, talking about the problem, talking about the fact, talking about the solution, and not shirking the responsibility
Negative case: in February 2015, the Wuquan store and the processing department had a dispute over the cleaning and maintenance of the first floor toilet, and the Wuquan store and the processing Department shirked responsibility for cleaning up each other
High voltage line
one Damage to the interests of the company
two Deliberate breach of company rules
three Engage in "xiaoshantou"
four Spread negative energy and destroy organizational atmosphere
Positive case: in December 2014, Yang Jinrong caught fire in the roast duck stall of Yantan store, which seriously damaged the interests of the company. The chef put it out at the first time to ensure the safety of the company's assets--- Reflect and safeguard the interests of the company
Negative case: in 2007, Yu, the person in charge of the processing department, took the goods out of the warehouse without going through the formalities and went through the warehousing again to collect the company's payment for goods. The man has been dismissed---- Breaking company rules
Negative case: in the early stage of boutique construction, Wang Lin, the former chef of the boutique, resisted the company's management, spread negative energy to the team, engaged in small hilltops, organized the kitchen team to strike, broke the company's rules, caused long-term instability of products, increased customer complaints, and seriously damaged the company's interests