台灣轉型的關鍵：談「服務業」和「製造業」思維的差異

原文閱讀：http://rocket.cafe/talks/78176

編者摘要：程天縱先生指出製造業和服務業的差異在於管理目標的不同。這兩個產業最大的不同，在於製造業的產品要追求「規模化」和「一致性」，而服務業面對的主要是人，因此要盡量「差異化」，以滿足每個客戶對於個性化和客製化的要求。

製造業的生產經理，對付的是機械、材料、測量、和方法，使用的是「六個標準差」來管理；而銷售和服務業的客服和銷售經理，所面對的是人，所以用的必須是「人性標準差」。

製造業的「六個標準差」是要降低產品的變異性、增加產品的一致性；但服務業的「人性標準差」卻需要盡量擴大產品的變異性、盡量減少一致性。

「人性標準差」管理法不同於「終結者管理法」；它開始於接受人的本性，然後用它來管理員工、激勵員工、加速員工的發展，並且透過員工顧客接觸面，最終佔據客戶的心。

你為什麼要創業？

我雖然常常警惕年輕人創業注意的風險，但是畢竟自己也是創業者，理解創業的美好願景帶給一個人積極奮發的強大動力。

那麼，創業究竟能夠給我們帶來什麼呢？

1. 顛覆市場規矩的機會。我覺得這是最刺激、最讓人興奮的動機，而不只是為了要賺錢。當你能夠洞察市場的潛在需求，而既有的供應商無法滿足客戶的需求，而你有一套顛覆式的創意，打破既有的秩序，能夠滿足客戶需求，又能夠實現贏利。這是最具挑戰的創業動機。也就是說，創業具有實現自己創意的機會。
2. 開拓你的視野。創業者就是公司的領導，這個職位註定會讓你接觸到許多新的機會與人脈，你會吸收到很多新的知識。相對于作為一名職業經理人，例如產品經理，能夠知道產品規格、定價、工廠製作、供應鏈安排，這些也不錯，但是還是不如作為企業領導者能夠接觸到的大視野。
3. 增加你的能力。作為企業負責人，你必須管理整個企業，包含人事、財務、法務、市場、產品、服務、後勤、合作夥伴。。，這些都會促使你去學習，掌握，也就增加了你的能力。
4. 增強你的免疫力。企業經營會起起伏伏，你難免會摔跤。若是你能夠克服困難，重新站起來，你就會增加了免疫能力，讓你在面臨未來更大困難時，具有更強的免疫能力。
5. 你的人生會更精彩。無論是辛酸或成就，你都有一篇篇屬於自己的精彩故事。

Why do you want to start a business?

Although I am always alert to the risks of young people's entrepreneurship, after all, I am also an entrepreneur. Understanding the bright vision of entrepreneurship brings a strong motivation for a person to actively work hard.

So what can entrepreneurship bring us?

1. Opportunities to subvert market rules. I think it's the most exciting and exciting motivation, not just to make money. When you can see the potential needs of the market, and existing suppliers can not meet the needs of customers, and you have a set of subversive ideas, break the existing order, to meet customer needs, but also to achieve profitability. This is the most challenging entrepreneurial motivation. That is to say, entrepreneurship has the opportunity to realize their creativity.
2. Expand your horizons. The entrepreneur is the leader of the company. This position is bound to expose you to many new opportunities and contacts, and you will absorb a lot of new knowledge. Compared with being a professional manager, such as a product manager, being able to know product specifications, pricing, factory production, supply chain arrangements, these are also good, but still not as good as being able to meet the broad vision as a business leader.
3. Increase your ability. As the person in charge of the enterprise, you must manage the whole enterprise, including personnel, finance, law, market, products, services, logistics, partners. All of these will motivate you to learn, master, and increase your ability.
4. Enhance your immunity. Business will be ups and downs, you will inevitably fall. If you can overcome the difficulties and stand up again, you will increase your immunity and make you more immune when facing greater difficulties in the future.
5. Your life will be more wonderful. Whether you are bitter or successful, you have a wonderful story of your own.