凯宾斯基如何制定SOP.pptVIP

Kempinski Hotels Resort 2003 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 You will be able to ... 你将能做到... 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 What are Standard Operating Procedures? 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 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 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 What is a Task Breakdown?什么是工作任务分解？ 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 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.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。 Writing 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。 Writing SOP撰写标准运作程序 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 THE TASK任务练习 Select a task from 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 Develop SOP确立标准运作程序 ? QUESTIONS