店铺管理手册.doc

德尔惠（中国）有限企业店铺管理手册德 尔 惠 零 售 管 理 中 心一、基本理念------------------------------------------------------——————————----------------31.1序言-----------------------------------—————————------------------------------------------31.2专卖店服务方针-----------------------------------------—————————--------------------------31.3专卖店性质及形象---------------------------------------------------------—————————--------31.4德尔惠经营方针-------------------------------------------------------—————————------------3二、基本管理--------------------------------------------------—————————------------—--------42.1组织构造--------------------------------------------------------------------—————————-----42.1.1专卖店组织架构图---------------------------------------------------------------------------------42.1.2专卖店人员基本分工---------————————------------------------------------------------------42.2专卖店员工守则-------------------------------------------------------------------------------------52.3收银员手则-----------------------------------------------------------------------------------------62.4员工行为规范管理-----------------------------------------------------------------------------------72.4.1入职---------------------------------------------------------------------------------------------72.4.2辞职---------------------------------------------------------------------------------------------72.4.3解雇---------------------------------------------------------------------------------------------82.4.4工装发放流程-----------------------------------------------------------------------------------—82.4.5货场清洁及设施保养-------------------------------------------------------------------------------92.5考勤制度-------------------------------------------------------------------------------------------92.5.1工作时间-----------------------------------------------------------------------------------------92.5.2考勤措施-----------------------------------------------------------------------------------------92.5.3休年假----------------------------------------------—-------------------------------------------92.5.4请假程序和措施----------------------------------------------------------------------------------102.6薪资发放----------------------------------------------------------------------------—-----———-102.7员工发展------------------------------------------------------------------------------------------102.7.1员工成长----------------------------------------------------------------------------------------102.7.2在职培训----------------------------------------------------------------------------------------102.8店铺工作------------------------------------------------------------------------------------------102.8.1开店前旳工作内容--------------------------------------------------------------------------------102.8.2每天工作会议------------------------------------------------------------------------------------112.8.3开店营业中旳工作内容----------------------------------------------------------------------------112.8.4营业结束----------------------------------------------------------------------------------------122.9货品管理------------------------------------------------------------------------------------------122.9.1货场货品管理制度--------------------------------------------------------------------------------122.9.2货仓货品管理制度--------------------------------------------------------------------------------122.9.3货仓物料管理制度--------------------------------------------------------------------------------132.9.4补货程序----------------------------------------------------------------------------------------132.9.5到货手续----------------------------------------------------------------------------------------142.9.6次/坏货处理-------------------------------------------------------------------------------------142.9.7退仓处理----------------------------------------------------------------------------------------142.9.8换货程序----------------------------------------------------------------------------------------142.9.9团购处理----------------------------------------------------------------------------------------152.9.10每月盘点---------------------------------------------------------------------------------------15 2.9.11失货处理---------------------------------------------------------------------------------------162.10物料和文献管理-----------------------------------------------------------------------------------172.9.1物料管理----------------------------------------------------------------------------------------172.9.2文献传阅----------------------------------------------------------------------------------------172.9.3文献保留----------------------------------------------------------------------------------------172.9.4多种单据及招贴使用规定--------------------------------------------------------------------------172.10排班技巧-----------------------------------------------------------------------------------------172.10.1店长应考虑如下原因-----------------------------------------------------------------------------172.11每月店铺营运程序----------------------------------------------。