Eating dumplings -- view a team's emergency response capabilities

This article is transferred from Silicon Valley http://bbs.21manager.com/dispbbs-225626-1.html

In Beijing, the Customs entered to eat dumplings, so after work, I hurried to the dumpling house. When I arrived at the door, I heard someone say, "there are too many people, waiting for a receipt", and I felt a little reluctant, however, I am used to waiting in queue for meals in Beijing.

Enter the door, receive the number, wait ...... While waiting, I found that something was wrong. The waiter was a mess and couldn't see which waiter was in charge of the area. The waiter who sent the dumplings couldn't find the seat number while holding the dumplings ...... When a customer calls a waiter, the voice goes one after another: Hurry up ...... Why haven't I got my dumplings for an hour ......

Finally it was our turn, but sat down, but the waiter said that he could not place an order. He explained that because the current package was cooked, there were too many people, and there were a lot of customers who had not cooked the package. Wait for a while and ask when to place the order. Answer: half an hour later ...... Sorry, you can't wait. Let's go ......

This reflects a team's lack of emergency capabilities:

1. inadequate preparation. As a dumpling restaurant, knowing the customs of eating dumplings in Beijing (and there is also a publicity column at the door: toufu eating dumplings), it should be predicted that the number of people who eat dumplings on that day will increase, and they should be prepared in advance, in addition to preparing enough materials, you should also pack more dumplings that customers like at ordinary times. If you pack them in advance, there will be no extra bags.

2. Basic training is not solid at ordinary times. Maybe there are not many people in the dumplings restaurant (I have never been there before). Once there are too many people, the waiters may turn into a pot of porridge and run around. Usually a customer is called a waiter, and several of them will go over, look at each other. Waiters should be in different regions. at ordinary times, they should train themselves to make overall planning of a process. When customers come, how should they put chopsticks, dishes, and napkins? When customers leave, how should they clean up, there is a reasonable process, neither busy nor good customer service. The waiter carrying dumplings couldn't find his seat number, and he didn't even know where the seats in the restaurant were. He could see how hard he worked at ordinary times.

3. The supervisor's command is ineffective. When there are too many customers, the waiters are in disorder and the supervisor serves them in person. This is totally impossible. As a good supervisor, when your subordinates are in disorder, you must not be in disorder, or be in disorder with the waiters. Instead, you should give a calm command to let the waiter take care of his own region and avoid confusion (of course, this requires regular training ).

To sum up, as a team, we need to be aware of crisis at any time, and be "combined with normal battles". In normal times, we also need to fight as usual.