中国民航飞行学院本科生学年论文题目海底捞的秘密——浅谈人性化管理本科生程恒专业电气工程及其自动化指导教师张英奎教授日期:二○一三年十月八日摘要海底捞的秘密——浅谈人性化管理摘要在中国休闲餐饮企业竞争激烈、行业利润走低的大背景下，海底捞火锅一直备受消费者推崇。海底捞独特的人性化管理，向社会展现一个全新的企业理念。本文就海底捞人性化管理的各个方面的表现加以分析和介绍，并谈到人性化管理的优势以及人性化管理下海底捞所存在的问题。关键字：人性化，管理，顾客满意度，员工满意度。ABSTRACTMYSTERYOFHAIDILAO–ADISCUSSIONONHUMANIZEDMANAGMENTABSTRACTInthecontextofcasualdiningfiercelycompetitivecorporatelowerindustryprofits,Seafishingauniqueuser-friendlymanagement,andtothecommunitytodemonstrateanewcorporatephilosophy.Inthispaper,thehumanemanagementofseafishinginallaspectsofperformancetobeanalyzedandpresented,andspokeoftheproblemsinthehumanemanagementoftheadvantagesandhumanemanagementofseafishing.KeyWords:Humane,management,customersatisfaction,employeesatisfaction.目录目录一、人性化的员工管理...................................................11.2授权制度..................................................................................................................21.3公平的晋升机制.......................................................................................................31.4成功的绩效考核.......................................................................................................3二、服务管理的人性化...................................................42.1快乐的等待..............................................................................................................42.2贴心的服务..............................................................................................................42.3感动服务..................................................................................................................5三、客户管理的人性化...................................................6四、人性化管理的优势...................................................6五、海底捞所存在的问题.............................................75.1员工方面..................................................................................................................75.2顾客方面..................................................................................................................75.3管理方面..................................................................................................................7六、解决方案...........................................................................86.1员工方面..................................................................................................................86.2顾客方面..................................................................................................................86.3管理方面..................................................................................................................9七、结论与思考.....................................................................9参考文献....................................................................................11目录CONTENTSChapter1Humanistmangement.........................................................11.2GMreime......................................................................................................................21.3Fairpromotionmechan...