撰写标准运作程序.doc

TRAINER NOTES讲师手册WRITING STANDARD OPERATING PROCEDURES撰写标准运作程序Key Points要点Script描述Visual Aid视觉辅助物Title标题“Writing Standard Operating Procedures”撰写标准运作程序PP1媒体Interest兴趣Why is it difficult to teach someone to drive when you have been driving for 10 years yourself?为什麽对于已经开了十年车的你会觉得教别人开车是件非常困难的事？Anything that comes automatically to you is difficult to teach to someone else because we assume things or miss out important details. Use the situation the “Martian with the Matchbox” to illustrate your point.对你来说易如反掌的事却无法教他人做，这是因为我们会犯假想的错误，或者我们会遗漏重要的细节。使用“火星人与火柴盒”游戏的情形来说明你的观点。Martian with the Matchbox: The tutor asks for a volunteer who must instruct tutor how to open box of matches and strike one match. Tutor pretends to be a Martian who will only do exactly as told with no understanding, i.e. tutor will exaggerate in order to make the point by holding the match at wrong end (when told to “just hold the match” or string the wrong side of the box unless instructed otherwise.火星人与火柴盒：导师要求一名自愿者上来口头指导导师如何打开火柴盒，并划亮一根火柴。导师扮演一位火星人，完全遵照所听到的指示操作，不去理解其内容。例如：当被告知“抓住火柴”时，导师夸张地使用错误的方法抓住火柴；或选择错误的方位在火柴盒上划火柴，直至听到其他指示。Every day our employees are performing tasks for which they have not being trained properly and given these crucial details that matters. And us managers we are surprised that we do not have the expected results. We just assumed that it is obvious but obvious for who? For us who are used to performing that task.我们的员工每天都在完成一些未经过良好培训或未被传授重要细节的工作任务，而我们这些经理们常常为我们不能得到理想的工作结果而吃惊。我们只是去假想这些事是很容易做的，可对谁是很容易的？- 答案是对我们这些已习于完成这项工作任务的人。 MatchboxNeed需要Developing Standard Operating Procedures for each task, implementing them and managing them will help us achieve consistent delivery of products and services to our guests and therefore leaving our guests inspired by efficient service from friendly, caring people.为每项工作任务确定标准工作程序，完成并做好标准工作程序的管理可以帮助我们向客人提供质量稳定的产品和服务，使我们的客人始终能享受到友好的、善于悉心照料他人的员工所提供的高效服务，从而对我们充满信心。Plus having the SOP will help your departmental trainer in writing their training session in a more structured and logical way.此外，拥有标准运作程序还可以帮助你的部门培训员在撰写培训课程时结构更清晰、合理，更具逻辑性。Range范围The session will last about 90 minutes during which we will look at what is a task, how to break it down into steps and standards. There will be a workbook for you to write notes.本次培训将持续90分钟。我们将探讨什麽是工作任务，如何将工作任务分裂为步骤和标准。我们为每一位准备了作笔记用的记录本。PP2Objectives目标By the end of this session, you will be able to:在本次培训结束后，你将可以做到：. Identify logical key steps and standards when writing a Standard Operating Procedures. 确定撰写标准运作程序的逻辑步骤和标准。. Demonstrate this by completing a task breakdown from your own department. 完成本部门的一项工作任务的分解来演示对本次培训内容的理解PP3Why do we write standard operating procedures我们为什麽要撰写标准运作程序Q: What is a standard?问：什麽是标准？A: It is a statement describing the required level of product or service against which actual performance can be measured.答：是对产品或服务所要求达到的水平的描述，可以用于检测实际工作 表现。Q: Give me an example of a standard问：为我举出一个“标准”的例子A: Take answers and write on flipchart to refer later.答：收集答案，并写在翻页板上供后期参考。In this hotel, there are different types of standards. There are the Service Quality Standards established by Kempinski Hotels and Resorts, the standards of the Leading Hotels of the World against which we are assessed twice a year. 在我们酒店有不同种类的标准。有凯宾斯基饭店管理公司建立的服务质量标准，此外，还要对照国际一流饭店组织的标准每年评估两次。 Q: Why does Kempinski Hotels and Resorts have Service Quality Standards?问：为什麽凯宾斯基饭店管理公司需要拥有服务质量标准？A: - They differentiate the brand答： 显示品牌的差异- They ensure brand clarity so that the guest knows what to expect when staying at different branded hotels确保不同品牌的差异清楚可辨，使客人知道对不同品牌的酒店应有哪些不同的期望。- Employees understand what is expected by the brand雇员了解“品牌”对他们的要求。- Guests paying a higher rate receive a higher level of product and service客人承担更高的价格，得到更高质量的产品和服务。Q: Do these standards tell you how to carry different tasks?问：是否这些标准让你知道如何实施不同的工作任务？A: No but they help.答：没有。但它们很有帮助。 There are also other standards in the hotel: the standards in your own department, the standards given by your manager and the standards established by the government. 酒店里还有其他的标准：本部门的标准、你的经理设定的标准以及政府建立的标准。So in order to ensure a consistent delivery of products and services to our guests, we need to develop, implement and manage Standard Operating Procedures.为了确保向我们的客人提供质量稳定的产品和服务，我们需要去确定、完成并管理好标准运作程序。Q: What are Standard Operating Procedures?问：什麽是标准运作程序？A： It is a way of doing things in your department that has been standardized in agreement with the hotel management. 答：是指经饭店管理层批准的完成本部门工作的标准方法More specifically, it is the level of performance required by our staff for every task they carry. It is also referred to as a performance standard. For each task identified, there must be a performance standard set. Again this standard could be set by the Kempinski Hotels and Resorts, the LHW, our hotel management, the government or the department head. 更确切地说，它是我们的员工进行每一项工作任务需要达到的水平，也可以被称为工作表现标准。每一项确定的工作任务必须设立相应的工作表现标准。再次重申，这些标准的设定者可能是凯宾斯基饭店管理公司、国际一流饭店组织、我们酒店的管理层、政府机构或各部门的负责人。Definition: We may say that the performance standard defines the level at which the task is performed satisfactorily or in accordance with the expectations of guests and management.定义：我们可以这样说，“工作表现标准”确定工作任务胜利完成所需达到的水平，达到符合客人和管理层的期望的水平。Develop means we need to develop Standard Operating Procedures by obtaining consensus among managers, supervisors and sometimes employees on the required levels of performance for their positions within the hotel.“确定”意味着我们需要酒店的经理、主管达成共识来确定标准运作程序，有时还需要相关员工的参与。Implement means that we need to implement standards with the help of the training center, the managers, the supervisors and employees to perform according to the agreed-upon levels of performance. The training center trains the managers and supervisors on writing the SOP and the managers and supervisors communicate those SOP through training, meeting and other means of communication to their staff.“完成”需要我们借助培训中心、经理、主管和员工按照达成共识的工作表现水准进行工作来完成。Manage means we need to manage standards by monitoring performance and insisting upon 100% conformity to standards. So managers and supervisors need to verify that the tasks are performed according to the standards and if not to take corrective measures which could be training, coaching and at times discipline.“管理”是指我们需要监督员工工作表现，保证100% 符合要求的标准。因此经理和主管需要弄清工作任务是否是在符合标准的情况下完成的，如果不是，必须采取适当的手段，如培训、指导、或适时惩罚等。So how are we going to establish these SOP?我们如何建立标准运作程序？1. List the positions in the department列出部门内的岗位名称2. Write a task list for each position写出每个岗位的工作任务清单3. Write the Standard Operating Procedures for each task on the task list (30 SOP by the end of this year)按照工作任务清单写出每项工作任务的标准运作程序（2003年底完成30个）4. Revise on an on-going basis随时更新And later on, your departmental trainer will have an easy job to develop his training session around the SOP.接下来，你的部门培训员就可以根据标准运作程序轻松地编写培训课程了。PP4PP5PP6List the positions in the department列出部门内的岗位名称The first step is to identify the positions in the department. That is an easy one as you can refer to your manning guide or organization chart.第一步是确定部门内的所有岗位名称。这项工作并不困难，因为你可以参考你的人员编制表或组织结构图。PP6List the task list for each position列出每个工作岗位的工作任务清单Q: What is the difference between a job description and a task list?问：工作职责与工作任务清单之间的区别是什麽？A: A job description outlines the job responsibilities and duties and the task list specifies the activities an employee must perform in one job.答：“工作职责”综述工作中的责任和任务，而“工作任务清单”详列 员工在工作中所做的事情。Lets look at the job of a waiter / room attendant.让我们来看看服务生/客房服务员的工作。 Q: What does he/she do in his job?问：他/她在工作中做什麽？A: He/she serves food and beverage to guests / She cleans rooms答：他为客人服务食品和酒水/她清理房间One part of his duty of serving food and beverage might be opening a bottle of wine. This is called a task.Or one part of her duty of cleaning guest rooms is to make the bed. This is called a task.他为客人服务食品和酒水的其中一项任务是开启一瓶葡萄酒，这就是一项工作任务。或她清理房间的其中一项任务是做床，这也是工作任务。“A task is the smallest trainable part of a job from which a specific end product is achieved.”一项工作任务是指一份工作可以分裂的最小培训单位，每项任务可以成功得到一种特定的产品。Q: How long it would take to train a waiter in his whole job all at once?问：培训一个服务生应做的全部工作需要花多长时间？A: A very long time. And if done all at once, he would not retain very much.答：很长时间。如果一次全部培训完，他不可能吸收太多。Q: What about a duty, which is to serving drinks?问：那麽培训服务酒水这项职责又会花多长时间？A: A long time, considering that there are wine, coffee, tea, alcohol, and in coffee there are cappuccino, regular coffee, espresso, and in tea there are regular tea and Chinese tea答：也会花很长时间。因为要考虑服务的内容有葡萄酒、咖啡、茶、烈 酒等；如果服务咖啡又会分不同种类，如普通咖啡、cappuccino、 espresso等；对于茶来说又有普通茶和中国茶之分。Q: What about a task like opening a bottle of wine?问：如果培训开启一瓶葡萄酒这项工作任务会花多长时间呢？A: Probably an hour.答：也许一个小时。We could look at it in another way:我们可以用另外一种方式来理解： Task 工作任务 = 1 grape 一粒葡萄 Duty 职责 = Bunch of grape 一串葡萄 Job 工作 = The whole vine 一棵葡萄树Now we have looked at what a task is, lets consider the writing of the SOP.现在我们知道了什麽是工作任务，接下来让我们来考虑标准运作程序的撰写问题。PP6PP7Writing the SOP for each task.撰写每项工作任务的标准运作程序Task BreakdownStandards for each step每个步骤的标准Words to avoidWriting the Standard Operating Procedures involves breaking down the task into steps and identifying the standards by which each step should be performed. They are often called/ referred to as Performance Standards.撰写标准运作程序需要将工作任务分解成步骤，并确定进行每个步骤应遵循的标准，这些标准通常被称为工作表现标准。Q: What is a breakdown?问：什麽是分解？A: The separating of anything into its component parts.答：将一件事分成最小的部分Definition定义:A task breakdown is a step-by-step definition of the task.工作任务分解是工作任务每个步骤地说明。Q: Why is it necessary to breakdown our tasks?问：为什麽工作任务的分解是必要的？A: - So that the employee is clear about what he has to do 使员工明确其必须做的事情是什麽- So we dont miss anything out我们不会遗漏任何事- So we train on all key points我们针对所有要点进行培训- We dont make assumptions避免我们去假设- We think through our own skills and unlock the secrets we have and are able to pass on to our employees.我们会将自己掌握的所有技巧毫无保留地传授给员工Head up two flipcharts on with steps, the other with standards.在两张翻页板纸上写上标题 一张上写“步骤”，另一张上写“标准”Let me demonstrate a task to you folding a napkin. We are now going to breakdown the task I just demonstrated (folding the napkin or pouring a bottle of lager). Tutor to perform the complete task slowly in silence. Delegate to make notes of each step they observe.让我为大家演示一项工作任务 折口布我们现在就要分解这个工作任务，我只是演示（折口布或倒lager）。导师安静地慢慢完成整个工作任务，学员记下观察到的每个步骤。Work through the task and ask the group to write on the chart each step followed by the appropriate standards on the flipchart. Do not rush this exercise.完成此项工作任务，让学员在翻页板上写出每个步骤，并写出相应的标准。不要急着完成这项练习活动。Q: What was the first thing I did?问：我第一步做了什麽？A: Select napkin答：挑选口布Q: How did I know it was the right standard?问：我怎样知道口布是符合标准的？A: See it was white, clean, not torn, not stained 答：通过眼睛看，看它是白色的、干净的、无破损的、无污渍的Continue until task breakdown is completed. Use handout to ensure steps and standards are in the correct columns.继续提问直至完成整个工作任务分解。使用课后复习资料以确保步骤和标准在正确的表格栏里。Each step should start with an action verb.每个步骤应以动词开头Q: What are examples of action verb?问：动词的例子有哪些？A: Cut, fold, select, pour, 答：切、折、挑选、倒等Q: Why?问：为什麽用动词开头？A: People learn best when they can observe actions.答：人们可以通过观察行动学习得更好。Steps should be written in a logical and clear order and each step should have a standard by which it should be done.撰写步骤时要有逻辑性、条理清楚，每个步骤都要有应该遵循的标准。Q: Why?问：为什麽？A: The standard defines if the step has been done right, so that you and the employee know the task is performed satisfactorily.答：标准用于确认是否步骤的实施是准确的，使你和你的员工知道工作 任务的完成情况是否令人满意。Q: Who sets these standards?问：谁来设定这些标准？A: It depends. It could be the KHR, LHW, the government, the hotel top management or you the manager.答：根据具体情况决定。可能是凯宾斯基饭店管理公司、国际一流饭店 组织、政府机构、酒店高层管理人员，或者是你的经理。Therefore standards are important if we want the task performed correctly. You are skilled in your jobs and know the necessary standards each time. You are the expert therefore it comes naturally to you.因此标准对于正确完成工作任务是非常重要的。你对你的工作很在行，你很了解每次做工作需要的标准，你是这方面的专家，因此这项工作自然会分配给你。Q: What are the characteristics of a well written standard?问：准确地撰写标准应注意哪些要点？A: A standard usually includes a senses word (touch, look, smell, hear) and must be specific and measurable.答：标准通常应包括感官词（触摸、看、闻、听），而且必须确切并可 测量。Q: What is a sense word?问：什麽是感官词？A: Look, see, smell, taste, hear, feel答：看、闻、品尝、听、感觉Q: What does Specific mean? 问：确切的含义是什麽？A: Specific: Describe clearly what is to be achieved. Ex. Duvet cover must be spread on top of the bed evenly on all bed surface.答：确切：清楚地描述应达到的结果。如：绒毛褥垫必须平整地铺满整 个床面Q: What does Measurable mean?问：可测量的含义是什麽？A: Measurable: It is quantifiable or can be observed so that you know it has been done. Ex.: Must see 3 bread rolls in the basket or Bedcover must look equal size on each side.答：可测量的：可衡量或可观察到，使你知道它是否被完成了。如：篮 子里必须有三个面包卷，或床罩每个边的尺寸必须相同。Before you start writing your own SOP, lets discuss the words you should avoid when writing the standards because they are vague and non measurable.在你开始撰写你的标准运作程序之前，让我们讨论一下撰写标准时应避免的词语，这些词语含糊不清、不便于衡量结果。Ask questions to illustrate the words to avoid. When giving a vague word, write it on Flipchart and list better words to describe. Invite delegates to take notes. 通过提问收集应避免使用的词语。当一个含糊不清的词语出现时，在翻页板上写下，并列出替代这个词的更好的说法。要求学员记笔记。Q: How should the glass be?问：杯子应达到什麽标准？A: Clean, free from spot, marks and not chipped 答：干净、没有污点、没有破损Q: When should one answer the phone?问：应在多长时间内接起电话？ A: Answer the phone within 3 rings答：在三声内接起Q: How should he answer the phone?问：他应如何接听电话？A: With a smile in voice and with appropriate greeting according to the time of the day (Good morning/afternoon/evening from x time to x time) using the guests surname.答：声音中带着微笑，按照当时的时间问候对方（早上好/下午好/晚上 好，从点到点），使用客人的姓来称呼对方。Q: How long should it take to sit the diner at the table?问：服务用餐者落座应该使用多长时间？A: Within 1 minute upon arrival in restaurant.答：在客人到达餐厅的一分钟以内。Q: What should the towel look like?问：毛巾应达到什麽标准？A: Clean, free from stains, tears and holes.答：干净、无污渍、无破损PP8PP9FlipchartsFlipchartsPP10PP11FlipchartsExercise练习It is now your turn to breakdown your own task into steps and standards. Allow 15 minutes. Give out blank Standard Operating Procedures form. Leave flipchart up of the task breakdown and provide help with their task breakdown.现在轮到你来将你的一项工作任务分解成步骤和