Hotel management characteristics (6 points) Find a case and analyze it.

It is recommended to read the following article, which gives a detailed explanation of employee motivation-on the application of humanized management in enterprise employee management Abstract: Many people think that managing employees is strict management, that is, high-pressure policy, focusing on fines. Although it has a certain effect, employees are more passive than active, their enthusiasm is not high, and the management implementation effect is not good. Therefore, although theory X has advantages, it also has disadvantages. Other theories about human nature also have some benefits in practical application, but there are also some shortcomings. Not comprehensive enough. People in China pay more attention to sensibility. According to the characteristics of China people and the needs of employees, we can fully understand and care for employees by applying various theories of human nature, combined with rational economic man, social man, self-actualization man and complex man who apply human nature analysis, and we can get twice the result with half the effort by combining perceptual thinking in rational work and balancing the application of sensibility and rationality in employee management. This paper expounds the combination of the advantages of humanized management and strict management, subdivides the needs of employees, and makes employees work happily with gratitude, clear goals and a sense of accomplishment. Keywords: perceptual and rational balance directory 1. Application of Theory X and its shortcomings ————————————————————————————————————————————————————————————————————————————————————————————————————————————— Other theories about the application of human nature and their shortcomings. Analysis of the actual needs of employees. ————————————————————————————————————————————————————————————————————————————————— On the application of humanized management in enterprise employee management I. The application of X theory and its shortcomings Another revelation of the famous Hawthorne experiment ① is that different environments can improve labor efficiency. Its essence is to change the mood and feelings of employees through the change of environment. Therefore, how to change employees' feelings and moods is the main way to improve work efficiency. When working in Tang Renshen Company, we respected Taylor's scientific management theory and agreed with Xue En's X theory of human nature analysis, that is, (1) people are naturally lazy, so they must be motivated by external stimuli. People's natural goals run counter to organizational goals, so they must be controlled by external forces to ensure that they work hard for organizational goals. Because people have irrational feelings, it is basically impossible to self-discipline and self-control. (4) However, people can be roughly divided into two categories, one is in line with the above assumptions, and the other is self-disciplined and self-controlled, and less controlled by their own feelings. The responsibility for managing everyone else must be delegated to the latter. -treat people as rational economic people. According to Taylor, it is regarded as a "stupid cow". Based on this theory, we have also formulated the standards of each working procedure, the requirements of work quality, the labor quota of each post, the standard wage quota, the reward and punishment system and incentive measures, and implemented the piece-rate wage system with the team as the accounting unit in the workshop. The following table 1 is the piece-rate quota of some posts introduced by Tang Renshen Production Department in 1999 and its comparison with timing. Table 1: Work piece-rate quota of Tang Renshen Production Department is 65438+original hourly daily wage in July. 0999 (Yuan) Original per capita daily output piecework wage quota (Yuan/) Piecework wage per capita daily wage increase rate% labor efficiency increase rate% 1 trimming19 200kg21%1. Hawthorne experiment: American scientists studied the influence of different working environments in a factory in Hawthorne (place name) to see the influence on output and study the influence on people. In terms of staff management. Our system has established a reward and punishment system and believes in using the "red furnace principle" to implement it. Take "high pressure" and "strict" measures in employee management, focusing on punishment. At the beginning of the company's initial construction and when the workshop began to take shape, the above measures achieved immediate results: A production was greatly improved; (For example, in July of 1999, the daily output increased from 20 tons/day to 24 tons/day compared with June). The work efficiency of employee B has also been improved (see table, increased by 18. 14%). C Due to the salary increase of employees (increased by 13.4%), employees' enthusiasm is correspondingly improved, management is easier to strengthen, and the implementation of management standardization is progressing smoothly. Disciplinary actions (such as smoking and chewing betel nut) in workshop D were quickly curbed. ..... But after a period of time, the side effects gradually emerged: (1) Because the initial quota was inaccurate, it was often necessary to adjust the quota by adopting new technologies, new equipment and new methods. However, when the quota was adjusted, the increase caused widespread dissatisfaction among employees and even went on strike (twice); If it is reduced, the salary of employees will increase too fast or even double, and the labor cost of products will increase greatly, but the labor efficiency will decrease. ⑵ The quality of products declines, and the employees' sense of responsibility for quality is low. Because employees pursue speed and ignore product quality, product quality declines. Although the control of rewards and punishments and quality inspectors has been strengthened, the quality cost has increased, with little effect. ⑶ Employees' enthusiasm is reduced, and the workforce is unstable. Because the incentive does not reflect the long-term effect, it treats the new and old employees equally, which affects the enthusiasm of the old employees and then affects the stability of the employees. At the same time, a large number of employees are lost in the off-season, which increases the training cost and quality failure cost, and the safety accidents also increase, and the overall quality of employees has not been significantly improved. (4) The workshop atmosphere is dull, there are contradictions among employees, and the overall image of the company is poor. The most important thing is that employees lack initiative, so they can only passively accept tasks, and solve problems by supervisors. They are all "wage earners". However, the supervisor's actual experience or on-site understanding is insufficient, and the judgment and solution of the problem will be biased, resulting in the same problem appearing again and again. ..... We tried to take some measures to solve the above problems, but the results were minimal. Finally, it is found that the management system based on theory X will inevitably make some measures only short-term behavior or ineffective implementation. Second, what are the applications and shortcomings of other theories about human nature? We need a new theory to supplement it. (1) Social human nature theory: social needs are the basic incentive factors of human behavior, while interpersonal relationship is the basic factor of forming people's sense of identity; Mechanization, which has continued from the industrial revolution, has led to the promotion of many internal meanings in work, and now it must be restored from social relations in work; Compared with the reward and control response of the management department, employees will be more likely to respond to the social factors of the group composed of colleagues at the same level; The extent to which employees can respond to the management department depends on the extent to which the supervisor's demand for subordinates' sense of belonging, acceptance and identity can be met. (1) Red furnace principle-the system is like a red-hot furnace: whoever violates it will be injured (punished); The deeper the offense, the deeper the injury (punishment scale); The closer you get to the stove, the hotter it gets (warning function). Application: don't deliberately keep the identity of the manager after work, and communicate with employees properly; Appropriately authorize production supervisors, team leaders and production backbones to manage at different levels. Disadvantages: work has become a "pull relationship"; Supervisors, team leaders and production backbones do not keep a certain distance from employees, and they are too close to each other, which leads to the phenomenon of refusing work arrangements, forming gangs and fawning on superiors; Leaders lose part of their image and authority (hedgehog principle 1-keep a proper psychological distance) 2 Theory of human self-realization (Y theory): It is natural to consume physical strength and mental power at work, and ordinary people are not born to hate labor; When people achieve their promised work goals and tasks, they will conduct self-management and self-control, and external force and punishment are not the only means; The realization of the promised goal depends on the size of the reward (motivation); Under the right conditions, the average person will accept a job with great responsibility; When solving problems, most people have the ability to use wisdom; The average person's potential intelligence has not been fully exerted. Application: clear responsibility system, give power and benefit; Organize employees to enter the quality working group; Hold "Zhuge Liang Club" for employees to solve problems; Give employees a platform to develop their ideas and the opportunity to complete their work independently (such as arranging duty, being a supervisor for one day, acting as a monitor, etc.). ). Shortcomings: Some employees have different needs for work, and think that they have no upward opportunities and lack motivation; Relying too much on employees will lead to problems such as lack of experience and ability defects. ⑶ Complex person theory: Everyone's needs are diverse and will change with the living environment and personal development; Everyone's needs and motives in the same period are the combination of various complex motivation models, not a single motivation; People will have new needs and motives in the organization; Everyone has different motives in different organizations, departments and positions; Personal satisfaction comes from his own incentive structure and his relationship with the organization; Due to different personal needs, there is no universality and management method suitable for all people and all times. Application: classify according to the different needs of employees and make the incentive system comprehensive and detailed; The management system varies from person to person, depending on the main staff, and the minority is subordinate to the majority; A few employees are dissatisfied, which can be understood as normal; Constantly revise incentives and incentives; Arrange work according to the characteristics of employees ... Disadvantages: a small number of employees can't be satisfied, which becomes a management hidden danger. Third, analyze the actual needs of employees. According to the above application, I think we should analyze and summarize the needs of employees. According to the observation, I divided the employees into the following categories for demand analysis, and made specific corresponding measures: 1 New employees (probationary employees, usually 2-3 months), needs and characteristics; Want to be familiar with the production process and rules and regulations of the workshop as soon as possible; I hope to integrate into the collective, gain a foothold and stay. Wage demands can be made without exception. Measures; 1 Arrange to select active and enthusiastic old employees and give them guidance to familiarize them with their work as soon as possible. 2. Organize induction training and take exams. The examination results will be included in the assessment system as the basis for deciding whether to stay or not to become a full member. 2. Young employees. Characteristics and requirements; Easy to accept new things, and the salary requirements are slightly redundant after surviving; Wages can be linked to performance, leaving room for growth and promotion; Emotional. Look at the working atmosphere. Especially for girls, work may not need too much stability, but they should be happy and love to play. 1 hedgehog principle: two hedgehogs are warm. If you are too far away, it will be too cold, but if you are too close, you will stab each other, so find a suitable distance and keep warm without stabbing each other. Explain that people should keep a certain psychological distance. Zhuge Lianghui: It means' Three heads are better than one'. It means that many people get together to express their views, discuss with each other, sum up and find ways and measures to solve problems; (1) Organize various collective activities to find all participants, mainly young employees, such as tug-of-war, chorus competition, labor competition, outing, karaoke or dancing. (2) Put down the management shelf and communicate with employees like friends, without being serious, and increase affinity. (3) Provide new things and information. 4 tolerate honest mistakes. 3. Ordinary employees (referring to employees aged around 30-50). Characteristics and requirements: stable job requirements, do not want to change work units easily; Salary requirements can satisfy life and support the family; Have enthusiasm for work participation; I hope the salary reflects the actual performance and value. This kind of employees and Class B constitute the main force of employees. Measures: ① Piece-by-piece wage system based on actual quantity and quality, supplemented by timing; (2) Formulate long-term incentive policies, such as salary increase after a certain period of service, employee promotion (employees are divided into grade one, grade two, grade three and grade four) and welfare increase; (3) Appropriately authorize and promote democratic participation in consultation, such as holding a backbone meeting before formulating the system, soliciting opinions extensively, and setting up a quality control team, with guidance as the main task and employees participating; (4) Take appropriate measures to recruit a certain proportion of dual employees, and give family support in all aspects; ⑤ Don't fire easily. 4. Old employees. Characteristics and needs: experienced; Strong sense of responsibility; Life pressure is not great, consider providing for the aged more; Care about your offspring; Need respect. Measures: ① Give different care and enough respect, such as asking for advice and communicating with them, and arrange work in a relaxed rather than imperative tone; (2) dispel their concerns and give priority to old-age insurance; After retirement, you can arrange some low-paying jobs (such as nursing and cleaning). 5. People with certain knowledge and technology. Characteristics and requirements: I hope I can give full play to what I have learned, get respect and promotion, and have potential. The new college students also hope to learn some new things, new knowledge, strong participation spirit and strong right to speak. Measures: ① it is required to start from the grassroots level, establish a zero mentality and temper the will; ② Give all kinds of soft incentives and promotion opportunities, such as training opportunities; The opportunity to complete the work independently; Opportunities to learn information when traveling abroad ③ Give excellent people a promotion opportunity (including soft incentives, such as reporting praise and posting photos, etc. ) Give them incentives (4) Let their company give them information. Four, humanized management and its application examples from the characteristics of Chinese people: China people are emotional, and there are often things beyond reason. Under the influence of Confucianism, the sensibility of orientals is far superior to that of westerners, and "a scholar dies for a confidant" can be said to be the best portrayal. The management of Panasonic in Japan is not only famous for its strict and standardized management, but also for its care and love for employees. President Kōnosuke Matsushita can remember employees' birthdays and give them gifts, which has become a classic. Many successful examples of business management in Hong Kong-family management (2) also provide us with evidence. There is a famous rule in enterprise management: south wind rule ①. This law tells us: give people warmth and care. However, in China Wushu, people pay attention to both rigidity and softness, and in China, people pay attention to being emotional when negotiating with others, which shows the role of this rule for China people. (1) south wind law: the north wind and the south wind bet who can blow people's clothes away. The north wind is blowing violently. In the cold wind, people are afraid that clothes will be blown away because they are too cold, so they hold them tightly and wrap them more tightly. The south wind blew slowly, and in the warm wind, people felt very warm, so slowly, everyone unbuttoned their clothes. So Nanfeng won the bet. It shows that it is not enough to rely on high-pressure policy alone, but also to give people warmth. ② Family management: The whole team is harmonious, united and caring for each other, like a big family, and all employees unite around their parents to form a good atmosphere. Of course, the south wind law also has shortcomings. If you indulge employees blindly, without necessary restrictions, it will become doting, which may make mistakes develop out of control. This will combine the red furnace principle with the south wind principle. So, when I was working in Jiahua Food Factory, I designed a set of salary assessment methods. Attachment: Staff Salary Assessment Method of Jiahua Food Factory. The internal performance evaluation method of staff in Jiahua Food Factory is to achieve the company's goals, promote departmental management and mobilize the enthusiasm of staff in various positions in the department; Now, we will adjust and reform the inspection and assessment system of each post's responsibilities and operational requirements, so as to reward the superior and punish the inferior, which is consistent with the company's performance appraisal, and make the employee appraisal closely linked with the department's performance, so that everyone Qi Xin can work together to do a good job in the department. 1. Assessment basis:1.1.1.2 (see above) 1.3 Task completion; 1.4 the company's various management systems (such as detailed rules for rewards and punishments) and the internal management system of food processing plants; 1.5 Quality Control Department's evaluation of the work quality of this department. 2. Assessment content 2. 1 Work quality: including the completion of the work arranged by the department; On-site performance; Ability to deal with problems found 2.2 team learning: recognition of the team; Teamwork; Personal enthusiasm for learning; 2.3 internal management: standardized management of the work of this position 2.4 work attitude: enthusiasm and obedience to work arrangements; Comply with the rules and regulations 2.5 (internal and external) customers: customer complaints and severity (internal and external); Communication and cooperation with customers 2.6 points: outstanding contribution and rationalization suggestions 3. Evaluation Form (see Table 2). Table 2 2004 1 month food processing factory internal performance appraisal table: main project indicators require self-evaluation results, self-evaluation scores, assessment scores, completion of work quality arrangement, 30 on-site work performance, 20 ability to deal with problems found 10 team learning, intra-team cooperation 10 individuals with high learning enthusiasm, 5 management norms for this position, 6543. 8+00 work attitude has made outstanding contributions to the enthusiasm and obedience of work arrangement 10 abides by various rules and regulations 10 (internal and external) number and severity of customer complaints 10 communication and cooperation with customers, 5 points (10) effective rationalization suggestions (10). According to the assessment scores, outstanding employees (100- 120 or more, accounting for about 10%), qualified employees (80- 100, accounting for about 70-90%), probation employees and unqualified employees (80 points) Those who have been rated as outstanding employees for two or three times in a row or every six months this quarter will be promoted in the quarterly evaluation or semi-annual evaluation. Every (semi-annual) year, according to the number of times or the total score of being rated as an excellent employee, it is recommended as an excellent employee of the company (semi-annual). 5. The scheme of combining assessment with salary adopts the combination of employee grading system and assessment salary to assess employees. The salary composition is: company assessment salary (20%)+ department assessment salary (80%)+ living allowance and other benefits. 5. 1 employee classification: the employee level is determined according to the service years, consistent performance, technical content and intensity of the post; The salary base assessment departments at all levels of the company should ask the first-level employees to agree with the enterprise160 640 80; Working for more than one year; Skilled in work and comprehensive in technology; Excellent work performance; Second-level employees 140 560 80 approved enterprises; Working for more than half a year; The technical content of the post is high; Good work performance; Third-level employees 120 480 80 approved enterprises; Be qualified for this position; Probation employee 100 400 80 Probation new employee; Note: 1) The team leader also enjoys the post allowance of 40 yuan/month. 2) The level of all employees is not tenure, and the department will evaluate it regularly (in March or half a year). 3) The promotion of employees shall be assessed quarterly (or semi-annually) by the department manager, and those who have made outstanding contributions may be granted special approval. 4) Technical posts refer to posts that require strong sense of responsibility, high work intensity or poor working environment, high technical content, and have important quality (or cost) impact on product manufacturing. For example: pre-cooking, mixing, sterilization, vacuum packaging and other work. 5.2. Calculation method of company appraisal salary: company appraisal salary = appraisal salary base of the same company * appraisal coefficient (see the second column of the above table). Department assessment score this month/100. In order to improve the enthusiasm and collective sense of honor of all employees, the company implements a scheme that the company's assessment salary is directly linked to the department's year-end performance appraisal results: that is, 80% of the company's assessment salary this month is paid this month, and the remaining 20% is paid at the end of the year. 20% of the company's monthly salary is accumulated month by month until the end of this year. So this salary is called company assessment salary. Total salary assessed by the company this year = total accumulated amount of the company this year * annual departmental assessment score of 5.3. Calculation method of departmental appraisal salary: departmental appraisal salary = salary base of departments at the same level * production factor (see the second column of the above table) Actual workload of this month/required workload of this month (Actual workload of this month: converted working hours by piece, supplemented by timing as workload parameter, and the team leader and production supervisor are responsible for the assessment. ) 5.3. Salary declaration form (see the table below) Name of employees of food processing factory in this month's total salary system (for example) Level company salary base assessment sub-assessment coefficient assessment salary company salary (80% department salary base assessment standard working time this month actual working time this month output coefficient department salary assessment other allowances this month (RMB 20% Zhang San1KLOC-0/601. Kloc-0/1.1.61640 monitor allowance) 7 16.8 Shenbao 3120950.951491.2488. .05 504 0 595.2 Li Si (for example) tried 1 0005 84 400 2001.0 400 0 484 Note:1,the total of this month = the company's appraisal salary (80%)+ the department's appraisal salary+other allowances 2. Living allowance (80 yuan/month), company rewards and punishments, special allowance and withholding part (such as all kinds of insurance, rent, water and electricity withholding, individuals). Accumulate month by month, and by the end of this year, the accumulated total will be linked to the performance of the department and distributed uniformly at the end of this year. 5. The function of humanized management is different from the simple piece-rate salary assessment method designed by Tang Renshen Company. This evaluation has the following differences: (1) A guaranteed wage is designed to stabilize the labor force. Effectively avoid the loss of a large number of skilled employees in the off-season; ⑵ Design the method of combining long-term incentives with short-term incentives; If the factors of working years are considered; (3) Single piece, supplemented by timing, and flexible use of single piece according to output; (4) employees' promotion depends on their ability, and their usual virtue and work mentality are taken as indicators of employees' promotion and salary increase; 5. Replace a single salary increase or decrease with various forms of incentives. Divide incentives into hard incentives (salary increase, benefits, bonuses) and soft incentives (praise, promotion, promotion, training, opportunities, rewards, etc.). ), and more soft incentives, less hard incentives. [6] Combination of positive and negative excitation. Compared with the rewards and punishments in Tang Renshen's working period, the idea of combining rewards and punishments with encouragement is determined. ..... In my constant attempts, there are three successful cases, which make me deeply convinced of the role of the South Wind Law: First, the squad leader gets married. When I worked in a factory in Tang Renshen, there were 5600 employees and 50 or 60 statisticians. Usually, if the monitor gets married, the manager won't attend the wedding. But there are exceptions, because the monitor of the baking class usually doesn't work hard and accidents happen frequently. I want to change people. Before changing people, I decided to make one last effort. So I attended his wedding. When I appeared at his wedding, he was so excited that he patted his chest and said that he would repay me well. As a result, he came to work on the third day, and a month later his class became an excellent team. My price was getting drunk that day. The second is the tears of the female monitor. That year was not the peak season of production, and the production was very tight, so I took back the right of the workshop director-anyone who took more than one day off must get my consent. However, a female monitor violated this discipline. When I picked up the stick and remembered that she was not at work, I knew the reason; Her husband fell and had surgery, so I cancelled my absenteeism and gave her 200 yuan to express my condolences. She cried in public. She is over forty years old. She is also my excellent team leader. Third, Lao Zhu moved. Lao Zhu is a diligent and down-to-earth old employee who has always been very active in his work. But for a few days, I was depressed and upset. It turns out that his family is from other places, and his wife and children have no place to live. He's worried. This has nothing to do with work, but I used my extensive information to arrange for someone to find a vacant room for them to rent. From then on, he settled down and worked hard wholeheartedly. Other measures, such as: monthly appraisal, excellent employees on stage to talk about outstanding deeds, photos posted on various publicity columns; Name innovative working methods after employees; Communicate with emotional employees at work and listen to employees' complaints; Encourage employees to make suggestions and give small gifts to employees with good suggestions; Multi-organization of collective activities such as labor competitions; Arrange employees to participate in the formulation of system measures, and let activists and backbones attend the meeting of department team leaders; Appropriately authorize and organize quality research groups to solve problems by themselves ... The essence of these tricks is the role of lubricating oil-reducing friction, making work labor-saving and effective, and achieving twice the result with half the effort. The reason is actually to mobilize the enthusiasm and initiative of employees with feelings, so that they can participate, and at the same time, the loyalty and work efficiency of employees have also been improved. In employee management, the principle of red furnace is essential, but the emphasis is on controlling employees. It has not played an obvious role in the enthusiasm of employees. Covey, a famous management master, believes that the progress of enterprises is driven by a few active employees of 40%. In order to accelerate the progress of enterprises, it is necessary to stimulate the enthusiasm of employees. In the implementation of excitation mode, it is necessary to use the south wind law to realize it. This requires executives to study the needs of employees and find ways to motivate "operating" employees. This is the so-called management of employees. Of course, it is impossible to manage employees by caring and warmth alone, and any system and method should be constantly developed and innovated. Some of my tricks have been used for some time, so I want to use new tricks to keep the original. However, by taking advantage of China people's emotional and face-saving characteristics, through communication, we can understand their real needs, prescribe the right medicine, partially satisfy them, and take care of them at ordinary times, and we can reach all the indicators we set. R ∝ Al е s ┢ WNQ Taihe E侉 ovk?