* * * diagram of "three methods of business thinking" needed by HR.

The organizational structure of a company is generally profit (sales), money management (finance), spending money like water (market), handyman (administration) and recruitment (human resources). However, with the constant change of social form, enterprises have higher and higher requirements for each department and employee, and more and more business owners also attach great importance to and demand the business thinking of non-business department personnel. In recent years, more and more HR have realized the importance and extension of business thinking for their career development.

So, what business thinking does HR need? Why do you have such business thinking? Please listen to our explanation for you.

Why should HR have business thinking?

First of all, business thinking can help HR more keenly perceive the actual needs of the business ahead, so that the whole organization can provide more sufficient motivation and support for business promotion through human resources work;

Secondly, when HR can look at the problem from the perspective of business, it will better find ways to help business people improve and cultivate their awareness of self-management, instead of blindly arranging indicators and training programs, which will bring unnecessary burden to business people;

Finally, from a more macro perspective, business thinking not only refers to thinking in the role of market, sales or business, but also pays attention to industry trends, market structure and landing results with a higher perspective and a more overall thinking. Business thinking must ultimately be global thinking, otherwise it is easy to have a fault between work and business results.

Expanding business thinking mainly includes the following three methods:

Customers * * * love, really think from the customer's point of view, and put helping customers solve problems first;

Create demand theory to help you see the complete pedigree of customer demand insight and satisfaction;

According to the characteristics of each stage of product life cycle, different human resources strategies are matched to realize the sustainable development of the organization.

Today, let's talk about the "customer map" first. What is the customer * * * map? How to use * * * pictures? * * * What does the picture contain? The above questions will be well answered in this article.

* * * Emotion Map is an empathy map tool, which can help you put yourself in the position of the user and better understand the customer's environment, behavior, attention and desire, so as to help you gain insight into the customer's internal needs, formulate a better operation model, better serve customers and maintain customer relationships.

So how to use * * * Yan characters?

Use customer * * * pictures to find out customer segments;

Select the most representative customers and conduct customer description analysis;

First, give this customer a name and some demographic characteristics;

Then, referring to customer pictures, by asking and answering questions in the pictures, we can portray customers in the pictures and quickly visualize user needs, which is completely suitable for user experience and can also be used as a starting point to understand users.

* * * The picture contains the following elements:

"Look": describe what customers see in their environment;

"Listening": describe how customers influence customers in their environment;

"thoughts and feelings": try to sum up your customers' thoughts; "

"Say&Do": Imagine what customers might say or do in public; "

"Pain Point": What is the pain point of this customer?

Expectation: What does this customer want?

Customer situation map can guide employees to change the traditional step-by-step work mode, pay attention to customer feelings from the operating results, and think about how to generate income, so as to continuously improve operating results.

Having said that, we still integrate theory with practice and deeply understand the importance of business thinking through a case:

? The evolution of store managers-changing employees from managers to operators

The location of a cake chain store is very good: it is close to the bustling area, the residential area and the bus terminal. There are many brand restaurants, clothing stores and snack tea shops around it, and the flow of people is very large. The layout of the store is pure plane, 8 meters wide and equipped with 4 shop assistants.

In China food chain stores, the store manager will regulate the behavior of the shop assistants every day, and the shop assistants will also do their homework according to the operation specifications-this is a typical management behavior, but the behavior may not have much positive impact on the income generation.

In order to increase income, store managers and shop assistants need to better understand customers' feelings, and think about and change the management mode of stores from customers' perspective.

For example, they need to think:

How many target customers are there within one kilometer of the store? How to get this number?

When these customers need food, how can I remind them of me?

What is the way I interact with customers, and how can I make them feel happy and even trust and intimate for a long time?

For example, our store can provide DIY cake activities for customers, and customers in nearby communities are welcome to try and share happiness with their children-this way can greatly increase the customer's consumption experience.

When the store manager has this way of thinking, he can provide services in a way that is more suitable for customers' needs and bring more passengers, instead of doing the contents required by daily management indicators step by step.

For HR, the evolution case of the store manager tells us that it is necessary to change the traditional management concept, empower employees, and solve the gap between "work" and "operating results" from the perspective of customers.

When every employee is more active in thinking about customers, and strives to maintain customer relationships and meet customer needs, a self-driven and self-operated efficient business model can be formed.

Ok, today's first article about what kind of business thinking HR needs is here. The next issue introduces the second article about what kind of business thinking HR needs-creating demand. Welcome to continue watching. Thank you.

Deng Hong's action strength made the action fruitful and the organization made a breakthrough.

The above viewpoints and cases were orally sorted out by Mr. Zhang, the management team. If you need a quotation, please contact me.

The author of this paper, Ms. Zhang, is an introducer, practitioner and business "preacher" of the business simulation "Think Like CEO" of a well-known American business school, and a lecturer of well-known business schools such as HKUST and Tsinghua Economic Management. She has many years of management experience in top 500 enterprises and more than 20 years of consulting teaching experience.