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<div class="post-body" itemprop="articleBody"><p>制度与流程保证质量的同时，也压抑了人性。<br>让员工严格遵守制度和流程，其实等于雇佣了一个人的双手，而没有雇佣他的大脑。<br>当人用心的时候，大脑才能创造；当心理没有负担时，大脑的创造力最强。<br>把员工当家人，就要像家人那样信任员工，信任的唯一标志就是授权。<br>无人看管的面包圈：人们有道德自律，越小的团体人们到底自律性越高。<br>冲走的只是沙子，留下的才是金子。<br>追求公平从来就是穷人的DNA，因为穷人认为世界对他们不公平。<br>领班职责：带头作用、关心员工、协调安排。<br>关心员工要教会他们独立生活，承担责任，不断进步。<br>制度和流程的弊端：把每个客人的需求都假设成一样的；把每个员工都假设为偷懒和没有头脑的。<br>心理学的转向攻击：人不幸福，对别人不可能友善。<br>绩效考核是锄头，关键不是怎么挥锄头，而是要分清草和苗。<br>无意识的殷勤，人们会感到好意；有意识的殷勤，人们会感到势利。<br>愿意挨骂，不去辩解。<br>管理是实践的艺术。</p>
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