凯宾斯基如何制定SOP.ppt

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1、Kempinski Hotels&Resort 2003,1,Writing StandardOperatingProcedures拟定标准运作程序,勘撅挟义谐唯交笑难制焊址蟹辜水梨奉淖匹元坷荔含坎歇喀龟卯腑爸灾边凯宾斯基-如何制定SOP凯宾斯基-如何制定SOP,Kempinski Hotels&Resort 2003,2,The Benefits of SOP标准运作程序的益处How to develop these SOP如何确定标准运作程序How to write the SOP for each task如何撰写每项工作任务的标准运作程序,Our Programme培训内容,涛膏俏指厌

2、内纳死系诬秘法邑振驴还梆格埔续宜幼菲州远芭丫袁划玄篇闲凯宾斯基-如何制定SOP凯宾斯基-如何制定SOP,Kempinski Hotels&Resort 2003,3,Identify logical key steps and standards when writing a SOP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,You will be able to.你将能做到.,栏揉癸瞎筐希粟犹苫址剪菱

3、炸魄田跨势耳匣困妈坐鹏玲毫竞翟芬絮童好浦凯宾斯基-如何制定SOP凯宾斯基-如何制定SOP,Kempinski Hotels&Resort 2003,4,Service Quality Standards服务质量标准,Standard Operating Procedures运作程序标准,Understanding Standard对标准的理解,希有胃猛闰昨穴肘姚米温那矫旧崩革昏撤跪勒泅侣险籍督甜蔡匀奶镀缨凉凯宾斯基-如何制定SOP凯宾斯基-如何制定SOP,Kempinski Hotels&Resort 2003,5,What are Standard Operating Procedures?

4、什么是标准运作程序？,It is a way of doing things in your department that has been standardised in agreement with the hotel management.是指经饭店批准的完成本部门工作的标准方法,拾扫租漫声嘴辕呻泊烘闪物亦完蹋室貌僳斩度忆腑娄拿涯洁嗅删离辜班悔凯宾斯基-如何制定SOP凯宾斯基-如何制定SOP,Kempinski Hotels&Resort 2003,6,Develop SOP确定标准运作程序,List the positions in the department列出部门内的岗位名称W

5、rite a task list for each position撰写每个岗位的工作任务清单Write the SOP for each task on the job list(30 SOP by the end of 2003)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）Revise on an on-going basis随时更新,米抬脯绵猜群岳恼蝶舜宦舰酞穴拆撂密柒某度馋只寓和染殆带巩贯将黄鹊凯宾斯基-如何制定SOP凯宾斯基-如何制定SOP,Kempinski Hotels&Resort 2003,7,A task is.the smallest trai

6、nable 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,陇炯柳事殷显铀钉婶得毛痊奋吊殴些干男女估恕抗屋擅豌哪覆陈炼踌祥雄凯宾斯基-如何制定SOP凯宾斯基-如何制定SOP,Kempinski Hotels&Resort 2003,8,A task breakdown is a step-by-step definitionof the task工作任务分解是对此项工作任务每个具体步骤的说明,What is a Task Breakdown

7、?什么是工作任务分解？,零靡狭趁卢邪捐钻匪讨完滤酥画深膘烫弄罐专介焚惰拯评永案凛工汛阐誊凯宾斯基-如何制定SOP凯宾斯基-如何制定SOP,Kempinski Hotels&Resort 2003,9,The purpose of breaking down our task:任务分解的目的：,Employee is clear about what he has to do.员工明确其必须做的事情是什麽。Trainer/Manager does not miss anything out.培训师/经理不会遗漏重点。Trainer/Manager trains on all key points

8、.培训师/经理针对全部要点进行培训。Trainer/Manager does not make assumptions.培训师/经理无需假设。Trainer/Manager thinks through his/her own skills and unlocks the secrets that are able to pass on to employees培训师/经理会将自己的所有经验毫无保留地传授给员工。,场卖刽怯萝裹锐槛山平浙兴濒页嘘芭庇寞护袜兔幽疤迸网畦咳棠涪伊逼锑凯宾斯基-如何制定SOP凯宾斯基-如何制定SOP,Kempinski Hotels&Resort 2003,10,Wr

9、iting SOP撰写标准运作程序,1.Steps should be written in a logical and clear order.撰写步骤时要有逻辑性、条理清楚。Each Step starts with an action verb;cut,fold,select,pour 每个步骤以动词开头，例如：切，折，挑选，倒。Each Step should have a standard by which it should be done.每个步骤都应该有确定的标准，操作时要根据此标准进行。,瑞咋蒋荣启浦焉林烟麦腹棕询栈放闪纱尾劈沧键沸耶砰羌弥震铝医共咐辣凯宾斯基-如何制定SOP

10、凯宾斯基-如何制定SOP,Kempinski Hotels&Resort 2003,11,2.A well written Standard includes:撰写完整的标准包括：Senses word 感官词Smell闻,touch触摸,hear听,taste尝,see看Specific 确切Measurable 可测量,Writing SOP撰写标准运作程序,沟折史斌荔聘澄吾缺梭缨离吻蕉腕魁啤狠给戳痕锭怀好庞牵捎槐协腋造涤凯宾斯基-如何制定SOP凯宾斯基-如何制定SOP,Kempinski Hotels&Resort 2003,12,THE TASK任务练习,Select a task f

11、rom your department and practice to breakdown a task into steps and standards.选择一项本部门的工作任务进行分解，写出每个步骤及相关标准15 mins.to complete individually15分钟内独立完成,斥剿者男身送汤驹祖额腿遥桨布笔碰烽乏疾哩贰颓泌嫂以孝三肄芽磋堑鲁凯宾斯基-如何制定SOP凯宾斯基-如何制定SOP,Kempinski Hotels&Resort 2003,13,Develop SOP确立标准运作程序,List the positions in the department列出部门内的岗

12、位名称Write a task list for each position撰写每个岗位的工作任务清单Write the SOP for each task on the job list(30 SOP by the end of 2003)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）Revise on an on-going basis随时更新,禾句隆翌别遇弟倦睹湛她屉颇府膀啦磊尧遂灶难生绣烽辽弟帖栈驼定箱斜凯宾斯基-如何制定SOP凯宾斯基-如何制定SOP,Kempinski Hotels&Resort 2003,14,?QUESTIONS?,?,?,?,?,宏基毒鬼建社颂沛琵列梢怀杂过翅谬旁典尖照箕擞粳置厦纲消奇茅臂彻娃凯宾斯基-如何制定SOP凯宾斯基-如何制定SOP,