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。 Matchbox Need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 you