海底捞 Group 5

What is Haidilao? 

Hai Di Lao Huo Guo, or Hai Di Lao Hot Pot (海底捞火锅), is a chain of hot pot restaurants founded in Sichuan Province, China. Established in 1994. it has 75 chain stores in 16 cities in China and won a great number of awards. Their core value which is “intention customer service”- meaning they fully devote themselves into serving the customers, spare no effort to satisfy the customers and put customers in the first place.

WHAT DO YOU THINK OF THE HAIDILAO "EXCEPTIONAL SERVICE THAT GOES BEYOND EXCEPTION"? 

The first one: effective internal management.

1. Perfect its security system and incentive system which benefit its employees

2. Create a fair working environment for employees 

3. Adopt the humanistic and family management mode

The second one: effective external management

•1. Adhere to the idea of “Service first, customer first”.

 

•2. Provide personalized and unique service

•Here are some examples. From the moment the customers go into the store, staffs start their service. They will ask you whether you have booked a table and lead you to the waiting area. They will serve you free drinks, fruits, snacks and even cards to smooth the waiting time. You can also have a nail service or shoe shiner while waiting. When you are about to order, they will remind you that they serve half dishes. While you are eating, they will give you a mobile bag and apron to keep the phone tidy, etc.

      

 

WHAT DO YOU THINK OF THE CORPORATE VALUES OF HAIDILAO:" USE YOUR HANDS TO MAKE A DIFFERENCE AND TREATING YOUR EMPLOYEES LIKE YOUR FAMILY"?

-Hands change destiny, it is not only about improving life quality, but also changing of their value and thought process. It is not only about seeking for our position in the society but also helping others change their life by our effort.

-Even though most of the employees are not well-educated, the company serves them with a good environment and provides them with the chance to change their fate. The company is just like a family, they are all brothers and sisters. Besides the basic living conditions and love, the company also gives them power when serving the customers that they even have the power to cancel the bill which is never seen in other stores.

Therefore, employees of Haidilao have committed to provide equitable working environment, descent promotion method sand professional training system, to become a predictive and effective platform for our employees to achieve their values.

HOW HAIDILAO TREATS ITS EMPLOYEES? 

Job design 

•1、 They adopt a job rotation system.

•2、Authorization: first-line attendants have the right to give a discount to customers, change their orders or even get them free of charge. And Haidilao also makes business cards for outstanding employees.        

•Pay level: 

•Compared to other service industry, HaiDilao adopts payment leading strategy. The overall level of its staff’s income is ten or twenty percents higher than that in the same industry, which is not only a great attraction to the elite from outside, but also a good way to retain present excellent employees.

Performance appraisal 

•Positive motivation and reward are given priority to, while negative incentives and punishment are complementary.

•Appraisal: behavior-based appraisal. The appraisal is based on the supervisors’ recording of the staff’s daily performances, including customers’ reviews, colleagues’ appraisal and supervisors’ evaluation. However, besides above requirements apply to the staff above shop managers, creativeness, employees’ passion, customer satisfaction and the training of reserve cadres are other important contents of appraisal.

•Appraisal: behavior-based appraisal. The appraisal is based on the supervisors’ recording of the staff’s daily performances, including customers’ reviews, colleagues’ appraisal and supervisors’ evaluation. However, besides above requirements apply to the staff above shop managers, creativeness, employees’ passion, customer satisfaction and the training of reserve cadres are other important contents of appraisal.

•Reward: choose advanced employees monthly and give out money award. Choose pacesetter, advanced employee and outstanding employee through public appraisal regularly.

•Punishment: the employees will be circularized a criticism if making mistakes. But once they refuse to mend their ways after repeated education or continue erring, they will be required to turn over a certain amount of symbolic fine, which will be returned with interest if they make much better performances later.

Summary

•In Haidilao, not only the customers but also the staffs are the service objects of the company. Even though most of them are not well-educated, the company serves them with a good environment and provides them with the chance to change their fate. The company is just like a family, they are all brothers and sisters. Haidilao trust their employees, create a fair working environment for them, perfect the security system and incentive system and treasure every employee.

•The company also does their utmost to build a fair and balanced competing environment for the staff which will encourage them to work harder. We believe the way how Haidilao treats the staff and how the staff treat the real customers fully presents the company’s core value-- intention customer service which is sticking to the principle that “Service first, customer first”. They all do carry out with heart and soul. Besides, they have a lot of free things to be given to customers, making customers feel that it is heavenly. And we think that’s why Haodilao is praised by so many people and that’s why Haidilao is irreplaceable. We are all fortunate and glad to be able to eat there during our China trip.

 

Reflecting on China's dilemma between pursing higher economic growth and escalating pollution due to the industralization

Personally, I think that china should not sacrifice it's health for wealth. To achieve economic growth, china has been polluting itself, especially the air, due to the factories. The people breathing in the air will be sick more frequently, and china's population growth will decrease. There will also be less workers. By archiving economic growth, it is actually decreasing it. In the future, the air will be so polluted, it will be a challenge to breathe. Try counting money while holding your breath...
By Tan Wen Cong (31)

Reflection — China's dilemma between pursuing higher economic growth and escalating pollution due to industrialization Grace Deng Zheyun(7)

           Since China opened up at 1978, she quickly grow and evolve to how it is today. While China pursues higher economic growth, it comes with an heavy price: escalating pollution. Pollution problems are on the rise. China's air quality is quite worrying. My father told me, that out of the Top Ten Worst Air Quality Cities list, China took up 7 spots among the list! I was really so shocked. It's no wonder that a lot of Chinese are wearing mask now! As the world's largest source of of greenhouse emissions, China is responsible for a third of the planet's greenhouse gas output. According to the World Bank in 2007, 16 of the world's 20 most polluted cities are in China. This shows that the people living in those 7 cities are going through hazy days everyday. This haze would surely affect their health gradually, and it is even worse for those who have respiratory illnesses.

            (Wearing mask... Has it now become a trend in China...?)

             Although I understand that China have to industrialize in order to catch up with the rest of the world, China could not disregard Chinese' health and China could not disregard how this haze will affect the tourism in China. This is a sure dilemma but I feel that China should slow down their pace of industrialization as China is now the world's leading economic. From my point of view, China is sacrificing its people's health just for it's own economical growth. It is also contributing to the global warming by releasing the large amount of pollution into the air. It's people's health should have been their top priority, even if they continued pursuing higher economical growth, yet if their people are all sick or dead, there would still be a continuous downwards trend of its economical growth as the fumes of smoke would repulse tourism and due to the population decreasing at a higher rate, there would be lesser workers able to work, thus, the quality and quantity of things produced in China would decrease. Causing the economy of the country to go down. Moving forward is a must, but at the same time, China should slow down or maybe even choose to invest in researching for ways to reduce pollution, like in Germany, more and more people drive in the hybrid cars which requires hydrogen, solar or wind power. It does not need to burn fuels to move. This way, China reduces the emission of greenhouse gases which will go to the atmosphere and have enhanced greenhouse gas, which leads to global warming. China can continue or even increase the pace of industrialization, so long as the problem of escalating pollution can be solved.

                  (Requires hydrogen, or solar or wind and many more..)

               In conclusion,with China's increasing economic growth, there will be escalating pollution created by this speed and rate of industrialization. Thus I feel that the Chinese government should have in mind the welfare of the public first and weigh the pros and cons of economic development versus the health concern of public. It is important to strike a balance between these two as both are closely related. I know it is not easy to decide, but we should at least try as something lost can never be retrieved. 

Reflecting on China's dilemma between pursing higher economic growth and escalating pollution due to the industralization

I think that China should not continue to rapidly strive for higher economic growth as the rate of pollution would affect the population and in the long run, the people living near the factories might develop medical conditions due to breathing in polluted air for so long. Even though pursuing economic growth is important, the citizen's health is more important in my opinion. Instead, the country can adopt using energy by not polluting the air by using solar energy or wind farms.  This way, they can still have a high economic growth and at the same time not pollute the air.

By Evelyn Ang (2)