Be the best store manager

Chapter 11 Key 2: Laws as the key link - system guarantees performance ([-])
As the first department store invested and built by the state after the founding of New China, Beijing Wangfujing Department Store has won many honors.But in today's increasingly fierce market competition, it has gradually lost its "China's first store" demeanor. In 1996, Wangfujing executives took the first step on the road of seeking change, and invited the famous McKinsey Consulting Company to design the group's main business chain operation plan; in the same year, Andersen Consulting Company was invited to develop a computer management information system ; In 1997, McCann Guangming Advertising Company was invited to carry out overall planning of marketing and advertising.However, all of this was only written on paper, but it was not implemented. The strategic planning plan that cost 500 million to McKinsey was not finally implemented.Although there is the most powerful lineup plan, the executors have not implemented the system in place, making Wangfujing Group finally lose the opportunity to reshape the first store in the market.

Many times, people will attribute the failure of store operations to the imperfect system, but in most cases, the perfect system is not the reason. The most fundamental reason for the failure of the enterprise is that the existing system has not been implemented or is not in place.System implementation is the most basic responsibility of everyone in an enterprise. Without implementation, no matter how perfect the system is, it will not be effective.If the tasks you arrange are not implemented, you will become a poor commander and cannot make the store operate normally.In the process of implementing the system, even if a very small detail is not implemented or implemented in place, it may affect the overall development and the development of the entire store.

Execution is the most critical part of system management.No matter how good the system is, if it cannot be effectively implemented, it will become a dead letter. More importantly, once a habit and atmosphere are formed without paying attention to implementation, it will affect the effective operation of the entire organization and even lead to the demise of the organization.

When the store manager formulates the system, he must think about whether the implementation can be smooth.The system of a store covers a wide range, and the key is to establish a system that can clearly guide employees in the organization on how to do it.Be sure to have a clear and detailed understanding of the situation in the store, otherwise don't make rules and regulations in a specific area.On a given issue, unclear institutions are worse than no institutions.

To tailor a system that suits the needs and is easy to implement for the store, we can start with what problems a new employee has and observe how old employees deal with these problems. They generally use the same method to solve similar problems.These methods can be used as a system in most cases.Following this process, it is relatively easy to develop a system.

For issues that are not clearly stipulated in the system, the store manager should make a written decision on the situation that arises, listen to the experience of the old employees, and establish a unique system that can be used by employees for reference and application.

The system should be used uniformly for all employees in all circumstances.If a reasonable exception arises, such as a special offer for a long-term customer, etc., this should be communicated to all relevant personnel.

If there are many exceptions, then the system must be too strict and some adjustments are necessary.

After the system is formulated, the next step is to implement it. At this time, the store manager should not only lead by example, but also check frequently to ensure that the system can be implemented well and truly implemented.

Inspection and assessment are a pair of twin brothers for managing employees. Only inspection without assessment will lack strength in inspection; only assessment without inspection will lose the basis for assessment.Strong inspection and assessment is a sharp weapon to promote the implementation of various systems.The store manager should regard follow-up inspection as a routine work and cannot be ignored.

The inspection process is not only the process of implementing the system, but also the process of exposing problems and correcting mistakes.For the problems disclosed in the inspection, those that can be corrected on the spot must not be left to be dealt with in the future.The world's retail giant Wal-Mart has a well-known business principle, which is the "sunset principle", which requires all employees of Wal-Mart to finish their work on the same day, and to finish the work they should do on the day before sunset, so that they can clear their daily affairs without delay .This principle also applies to the inspection work. If the inspection work is regarded as routine work, the exposed problems should not be delayed until the next day.Ant nests can also destroy embankments, and this is how many stories in the world that should not have happened happened in this way.

I would like to share with you a very embarrassing incident, but this incident is a good example of the importance of regular inspections for a good implementation of the system.

At that time, I was doing training in a five-star hotel. Maybe because the barbecue I ate outside the night before was not hygienic, my stomach was so upset that I felt extremely uncomfortable. After class, I went straight to the bathroom.After I successfully "detoxified", I touched the carton in front of me, my mind was blank at that time, my eyes turned black, the carton was empty, what should I do?Fortunately, I had a phone with me, so I called an assistant to deliver tissues to me.I found the floor manager afterwards, and he kept smiling at me, and I said, "You know, number four in the men's room doesn't have tissues."

"I'm so sorry sir, I'll send it to you right away."

"No need, I've already solved it, otherwise why would I stand here and ask you?" It's really dumbfounding.

"Our hotel has regulations. Tissues are placed every day. Someone may have taken them away."

"You don't think I took it, do you?"

"No no no, I sympathize with what happened to you. I'm sorry, I mean we have a four hour inspection,
It may just happen to be in this space, and it turns out that you encounter it. "He hastily explained.

"It's true that you have a system, but the implementation of the system is really problematic. As a manager, you should have a good grasp of such a detailed system and check it from time to time. It won't take too much energy for you. But for customers, it’s a guarantee of service, and that’s the difference between a hotel and a hotel.”

It can also be concluded from this example that the store manager must take the responsibility for inspection.

Without a system of supervision and inspection, it cannot be called a system at all. It is just a beautiful idea.As a store manager, you should write it down and press it under the glass panel of your desk, so that you can see it every time you just sit down, and it will remind you to stand up at any time, get out, and go to the scene checking work.

The implementation of the system is no small matter, and everything is empty talk without implementation.Whether there is a sense of implementation and whether the system can be truly implemented is the last thing the store manager should ignore.

The assessment monitoring and reward and punishment mechanism are major measures for the effective implementation of the system.Without monitoring and assessment, people will turn a blind eye to the system, which is due to human inertia.However, in order to develop and succeed, we must overcome inertia. One of the most important methods is to strengthen monitoring, at the same time provide fair assessment, and make good use of reward and punishment mechanisms for guidance.

The combination of strict work assessment and inspection, rewarding the good and punishing the bad is the most critical factor for the smooth implementation of various systems, policies and goals.

Assessment is a system, and it is the core link for the implementation of the system.If the assessment is mere formality and ambiguity, it will be a kind of deception and waste of cost for both managers and employees.

The most important content of employee appraisal is performance appraisal.The results of performance appraisal can directly affect the vital interests of many employees, such as salary adjustment, bonus distribution and job promotion; the ultimate purpose of performance appraisal is to implement the system, improve the performance of employees, so as to achieve the business objectives of the enterprise and improve employee satisfaction degree and future fulfillment.

If there is a "broken window", it is necessary to immediately find out who is the culprit of the broken window and punish it severely.Only in this way, employees will seriously implement the system, and our stores will always be "clear and clean", without the worry of failure.

There is only a system in which the advantages outweigh the disadvantages, and there is no perfect system

If a store wants to survive and develop in the fierce market competition, it needs to carry out continuous system reform and innovation. Don't try to formulate a perfect system at one time, because the system will always lag behind the reality, so it is impossible Perfect.We can only make a system where the advantages outweigh the disadvantages as much as possible, but it is impossible to have a perfect system.

Therefore, the store manager must carry out system management innovation, so that the various elements of the store undergo new changes and new combinations in terms of quality and quantity, so as to adapt to the needs of the new situation, so that the store can create lasting and higher performance.

The continuous optimization of the system is to constantly adjust and optimize the relationship between the enterprise, the store manager, and the store staff, and balance the interests of all parties.Without an innovative and effective system as a guarantee, any innovative activities in the store will not be sustainable and effective. This requires the store manager to adjust and improve various internal rules and regulations in a timely manner so that they can maximize their effectiveness.

In today's market, the key to who wins is innovation. Innovation is the foundation of a store's survival. The store manager must integrate innovative concepts into the system to better exert the enthusiasm of employees.

Empathy

The store manager is the window for the company to communicate with the store staff. In the process of formulating the system, the store manager must learn to think differently, taking into account the company's goals and the feelings of the store staff.At the institutional level, this is largely reflected in the assessment of shop assistants.When formulating assessment standards, store managers need to focus on grasping.

The standard is the scale used to measure employees in the assessment, which indicates the status that employees need to achieve when they complete their work tasks.Therefore, the standard should be specific and clear, and it should not make people feel ambiguous.It is best to express the results directly in numbers.

The standard must be set "moderately". Simply put, the standard is neither too high nor too low.To put it more vividly, it is "you can pick the grapes on the vine with just one jump".

If the standard is set too low, employees can achieve it without any effort, so the assessment will lose its meaning and have no value for the enterprise.As you can imagine, when the company sets too high a standard for you, you will feel that since you can’t achieve it no matter how hard you try, then you should “break the can and break it”. It is better not to set standards.Only those standards that can be achieved after certain efforts can have an incentive effect on employees.

The assessment standards are set by people and are not static. They can be slightly changed when necessary.

An electrical appliance sales company sets a standard for its employees to sell 100 washing machines per month in order to get a bonus for that month.One month after the Spring Festival, due to the decline in the purchasing power of the residents, the employees could not meet the targets no matter how hard they tried, but the leaders only valued sales and still withheld their bonuses.As a result, aroused great dissatisfaction among employees. "It's not our fault that the sales of washing machines are slow, it's the off-season..." However, the leaders still go their own way.In desperation, many employees resigned and went elsewhere, and the company's business was greatly impacted.

The external environment has undergone major changes, and the assessment standards should be changed accordingly. This is a wise move.Like the above-mentioned company, it can completely lower the sales standard in the off-season, for example, it is stipulated that the monthly sales of 60 units can receive a bonus; in the peak season, the standard can be raised, for example, the monthly sales of 150 units can be regarded as meeting the requirements.One up and one down, embodies the humanized management, so that the company and employees get a win-win situation.

There is no permanent standard, and the standard should have a time limit, which is mainly for performance appraisal.It is often easy to create a system, but difficult to implement it, and it is especially difficult to create it while implementing it (the system must have a gradual improvement process of continuous deepening and refinement).The system involves many aspects. Sometimes, we cannot develop, grow, and prosper because we lack or do not have a good system; sometimes, we have a good system, but we cannot implement it in a timely and good manner. , or not implemented properly.Both of these situations are fatal injuries restricting our development.Therefore, empathy is very important for store managers. To implement humanized management, it is best to stand on the standpoint of the company and employees and create a humanized system so that the system can be effectively implemented and win the greatest benefits for the company.

no reason, only execution

The formulation of the system is a scientific and systematic process, and each of its regulations has the consideration of the enterprise, so whether it is a store manager or an employee, the only thing to do is to implement the system, so in the process of implementing the system, when it is time to act Take the shot, but at the same time, reject the excuses.The biggest trouble that managers encounter is that the people below often ask a lot of nonsense and make a lot of excuses, but few people
can do it right away.

No excuse is a performance of strong execution. This is a very important thought, which reflects a person's attitude towards his duties and missions.Thought affects attitude, and attitude affects action. A store manager who does not make any excuses will definitely emphasize execution when educating employees.The implementation of the system needs to be implemented without excuses.

No matter what job you need, you need someone who does it without any excuses.The creation of the system is for execution. Don't use any excuses to excuse or prevaricate yourself. Perfect execution does not need any excuses.

During the training at West Point Military Academy, culture slowly penetrated into the depths of every student's mind.It inspires you all the time, so that you always have strong enthusiasm and strong fighting spirit.

For example, General Patton described such a detail in his war memoir "The War I Know":
"When I was promoting people, I used to line up all the candidates and give them a problem that I wanted them to solve. At one point, I said, 'Guys, I'm going to dig a trench in the back of the warehouse, 8 feet long. , 3 feet wide and 6 inches deep.' I told them that much. The warehouse has windows and big knotholes, and when the candidates check their tools, I go into the warehouse and watch them through the windows and the knotholes. I see the guys put The shovels and picks were placed on the ground behind the warehouse. After they rested for a few minutes, they began to discuss why I asked them to dig such shallow trenches. Some of them said that 6 inches was not deep enough for artillery shelters. Others argued that such trenches were too deep. Hot or cold. There were officers complaining that they shouldn't be doing common manual work like digging trenches. Finally, a soldier suggested: 'Let's dig the trenches and get out of here. What does the old guy want to use the trenches for? It doesn't matter.' In the end, that fighter gets promoted. I have to pick someone who doesn't make any excuses to get the job done."

Sometimes I hear some store managers complain about the poor business performance, thinking that it is a problem with the execution of the headquarters and employees.But he didn't seriously understand what caused the poor performance, but he had already found an excuse, which was the headquarters and employees, which would bring huge harm.

After the system was established, it did not achieve very good results, nor was it actually implemented. I said that it was closely related to the implementation of the store manager, but some store managers believed that:

1. As a store manager, there are many important things to do, and you cannot do everything yourself.

2. I have authorized you, so you should be responsible to me and all consequences.

3. Regarding the institutional standards of the headquarters, they will say: "They didn't ask for my opinion when they formulated it, so I have no responsibility."

4. The system already exists, implementation, implementation, supervision and management are the responsibility of each person in charge in the store.

Neither the store manager nor the employees should find any excuses in the implementation of the system. If there are excuses, there will be loopholes in the implementation. In the end, all effective systems will come to an end without a problem.Therefore, store managers should establish a point of view, facing the system, there is only execution, no reason.

(End of this chapter)