[學習]店長這個角色的范圍

1、超市店長的角色 - 介紹,,店長的角色The Role of Store Manager,一個從多角度講都極為關(guān)鍵的職位A Key manager of many dimensions,是超市內(nèi)部最有趣味的職位：The most interesting position in Century Mart:就該職位的豐富和多樣性。It’s richness and diversity.就該職位的挑戰(zhàn)性。The challenge

2、.就該職位的責任性。The responsibility.就該職位的無限空間。The unlimited scope of the position.就該職位對個人潛力的挖掘。The personal growth potential.就該職位在公司中的戰(zhàn)略意義。The strategic value for the company.就該職位的孤獨性。The loneliness of the position.該職位是商人

3、，是財務控制人，是警察，是父母，是收銀員，是理貨員，是市場營銷策劃專員… Merchant, finance controller, policeman, parent, cashier and shelf stocker, marketing specialist是300人的楷模，每一天、每一分鐘… A role model for 300 people… every minute of every day.,店長的角色The R

4、ole of Store Manager,為什麼成為一個優(yōu)秀店長如此困難？1/3 Why is it so difficult to be a good store manager?,從時間和空間的角度，對于“優(yōu)秀”本質(zhì)的定義是不斷變幻的。The forever changing nature of “Good” in time and space.對于隨時隨地隨機應變和靈活變通的要求。The need to be per

5、manently adaptable and flexible.在個人自律、成熟和行為連貫性方面的要求。The need for self-discipline, maturity and consistency.做到“雙腳能站在泥里”但同時“眼睛能夠看到外界”– 二者缺其一都是不夠的。Having your “feet in the mud” and “head in the sky”—one, or the other

6、not being enough.想和做同時進行。To think and to do at the same time.除了優(yōu)秀以外不能容忍接受團隊任何其他表現(xiàn)的能力。The ability to never accept anything but excellence from your team.,店長的角色The Role of Store Manager,為什麼成為一個優(yōu)秀店長如此困難？2/3 Why is

7、it so difficult to be a good store manager?,培訓你的下屬的使命感，以及相應的成就感。The imperative to train your subordinates and to get a kick out of it!自覺自愿的、而不是為其他人做到每一天都“優(yōu)秀”。To want to be “good” everyday for yourself not for others

8、.向你的顧客傾注超出他們所應得或所能感受得到的愛。To love your customers more than they deserve or realize!享受不斷向自己和自己的團隊施行新想法、新概念的挑戰(zhàn)過程。To enjoy testing yourself and your team with new ideas and new concepts.能夠感受到店內(nèi)每件設備設施、每件商品的好處 – 并能夠讓自己的

9、團隊和顧客清晰的感受體會到自己的熱情！To feel something for each and every item in the store---and to be able to articulate it to a customer or employee with passion!http://www.tjxyjs.com/,店長的角色The Role of Store Manager,為什麼成為一個優(yōu)秀店長如此困難？

10、3/3 Why is it so difficult to be a good store manager?,因為你應該在賣場感覺到遠比呆在辦公室、待在會議室召開會議、或?qū)χ娔X感覺更熟悉、舒服。Because you have to feel more at home on the sales floor than in an office, in a meeting, or in front a computer scree

11、n. 因為你有不斷向前推動、追求優(yōu)秀的能力。Because you have to like to push the envelope.最重要的是因為你享受不斷銷售更多、再多、最多的樂趣，應為你清楚你能從不斷攀升的銷售中獲取利潤！And finally because you enjoy selling always more to more and more people and know that you’re maki

12、ng a profit doing it!,店長的角色The Role of Store Manager,…那麼我要如何做才能夠成為一名“優(yōu)秀”店長呢？…so what do I have to do to become a “Good” Store Manager?,擁有360度的眼界。Possess 360o vision.擁有經(jīng)營的熱情。A passion for commerce.擁有向其他人、包括向其他競爭對手

13、學習的好奇心。A curiosity to learn from others and other retailers.擁有管理的才能。A management flair.擁有領導的本能。A leadership instinct.擁有對知識的渴求。A thirst for knowledge.擁有足夠的頭腦和睿智將各種不同事物綜合起來！The brains and dexterity to put it

14、 all together! http://www.30mngangban.com/,…就讓我們開始吧！…So let’s begin!,店長的角色The Role of Store Manager,了解店長這個角色的范圍Understanding the Range and Scope of the Role of the Store Manager.,店長培訓 2009年Store Manager Training 2009,

15、店長的角色The Role of Store Manager,了解店長這個角色的范圍Understanding the range and scope of Store Manager,店長的角色The Role of Store Manager,了解店長這個角色的范圍Understanding the range and scope of Store Manager,店長的角色The Role of Store Manage

16、r,公司代表（待續(xù)）Company Representation (to be cont.),在包括火災、集體食物中毒、人身傷害等涉及公司民事或財務責任，并與顧客或者員工相關(guān)的事件或事故中，作為公司的法定代表人。Legal representative in the event of an accident or incident involving our customers or staff for which we assu

17、me civil or financial liability including fire, collective intoxication, corporal damages and the like.在面對所在區(qū)政府或是政府的各個職能部門政治性、法律性或社會公益性的檢查/視察時作為公司的大使。Company ambassador when facing local or city governmental official

18、s or bureaus politically, legally or socially.在面對媒體或公眾，包括關(guān)于傳聞、影射、誹謗的情況下作為公司的公關(guān)代表。Public relations representative addressing issues relating to the press, media, or public opinion, including rumor, innuendo or calumny.

19、,店長的角色The Role of Store Manager,公司代表（續(xù)）Company Representation (cont.),在需要在公司與顧客的利益中間作出平衡的情況下作為顧客的代表。Customer representative addressing the needs and interests of both the company and the customer.在經(jīng)營操作過程中，成為大家在道德標準、

20、團結(jié)協(xié)作、誠實守信方面意義更甚于簡單的好與壞、對與錯的標準；同時用于將與之相關(guān)的問題進行溝通，以便切實有效的采取補救方案。The standard of ethics, integrity, honesty and a behavior beyond reproach as it relates to all professional matters of business, communicating all confirmed

21、breaches of said standards in order to undertake remedial actions . http://www.30mngangban.com/,店長的角色The Role of Store Manager,公司代表（續(xù)）Company Representation (cont.),在門店運營的各個層面，成為保障公司相關(guān)的政策、程序得以嚴格貫徹實行公司代表。Company repre

22、sentative guaranteeing the implementation and strict application of company policies and procedures at all levels of the store organization. 作為掌握公司印章的管理人，店長所被賦予的諸多責任之一就是授權(quán)簽署門店相關(guān)文件，因此任何有公司印鑒的文件必須同時附有店長的簽字。除非得到公司總經(jīng)理室的特別許可

23、，包括店長或店長代表所簽署的任何性質(zhì)、任何內(nèi)容的門店合同時限均不可超過一年。Holder of the company chop with signature authority is among the key responsibilities of the store manager for which any use for what ever reason of the company chop must carry the

24、 signature of the store manager. No contracts of any nature may be signed by the store manager or the store representatives beyond the period of one year without prior and explicit approval of General Management.,店長的角色

25、The Role of Store Manager,了解店長這個角色的范圍Understanding the range and scope of Store Manager,店長的角色The Role of Store Manager,資產(chǎn)管理者Assets Management,對于資產(chǎn)的管理，是每位店長在接手一家門店的同時所被賦予的一項莊嚴使命。該項使命就是盡店長個人所能保護公司的資產(chǎn)處于最佳狀態(tài)，以便保障門店的未來運營能始

26、終處在最優(yōu)的水平，從而實現(xiàn)最大化的利潤。A solemn duty is awarded to each store manager when he takes on the responsibility of a store to manage. This duty is to preserve and protect the assets of the company to the best of his ability in

27、order to guarantee the future operations of the store under the most propitious circumstances to generate sales and profitability. http://www.30mngangban.com/,店長的角色The Role of Store Manager,資產(chǎn)管理者（待續(xù)）Assets Management (

28、to be cont.),保護公司資產(chǎn)，包括門店租賃物業(yè)本身到店內(nèi)小的設備設施，是作為店長諸多職責中最基本也是最直接的一項。保護公司資產(chǎn)就是通過系統(tǒng)的檢查跟蹤工具定期每天、每周或每月對設備進行維護。Protecting the assets, physical and material of the company, is a basic and direct responsibility of the store manager

29、to be accomplished through systematic use of control points on a daily, weekly, and monthly basis.親自直接參與到緊急逃生系統(tǒng)和通道的監(jiān)控中來，保證門店的緊急逃生系統(tǒng)在任何時間、任何情況下都能夠正常啟動。同時保證至少每半年一次的緊急逃生演習。Personal and direct oversight and control that s

30、afety and emergency evacuation systems and exits are operational and functioning at all times and under all circumstances with a minimum of one evacuation drill each semester.控制并管理所有門店與防竊相關(guān)的措施設備，進而從安保的角度減少門店內(nèi)部和外部在商品和現(xiàn)金方

31、面的流失。Overseeing and controlling all anti-theft measures and devices applied by security for internal and external loss prevention of assets and merchandise and cash.確保并杜絕門店的設備設施被包括營運部門，維修部門，外部清潔公司，安保部門等的不正常使用造成損毀。Pr

32、otecting the physical plant and equipment from deterioration, damage, and misuse by policing the operations teams, maintenance department, outside cleaning company, and security.,店長的角色The Role of Store Manager,資產(chǎn)管理者（續(xù)）

33、Assets Management (cont.),確保預防性設備維護按時進行，同時出現(xiàn)故障的設備能得到及時的修復而不會出現(xiàn)任何的因維修延誤而發(fā)生的事故。Ensuring that preventative maintenance is performed and repairs are made on an as needed basis without delay and additional risk.確保及時定期清理過濾器

34、，冷凍冷藏、冷凝器等設備；一方面可以避免設備過熱，同時也可以避免不必要的能量消耗。Guaranteeing the cleaning of filters, refrigerated showcases and condensers to prevent over heating or increased energy consumption.確保關(guān)于整個經(jīng)營環(huán)境的清潔衛(wèi)生和維修維護，包括招商區(qū)，停車場，外部環(huán)境，衛(wèi)生間，購物車等

35、；及時粉刷臟污的墻面，修補破損的地磚，或其他任何的設備設施，以達到維護店容店貌以及整個大賣場購物環(huán)境的目的。Overall maintenance cleanliness and upkeep of the site including shopping mall, parking area, outside surrounding area, toilets, shopping trolleys, ensuring clean a

36、nd painted walls repaired broken tiles and any other equipment or material which will enhance or preserve the appearance of the hypermarket environment.,店長的角色The Role of Store Manager,資產(chǎn)管理者（續(xù)）Assets Management (cont.),

37、定期系統(tǒng)性檢查包括員工休息室，更衣間，衛(wèi)生間，辦公區(qū)以及倉庫的狀況，確保最佳的衛(wèi)生、整潔狀況，從而一方面為員工提供一個良好的工作環(huán)境讓我們的員工為之驕傲，同時也能督促大家自覺地保持公共衛(wèi)生。Systematic checking of employee break room, locker rooms and toilets, office areas and back rooms, to maintain maximum stan

38、dards of hygiene, cleanliness, order and neatness in order to provide a comfortable working environment of which our staff can be proud and wish to preserve.確保食品衛(wèi)生與食品安全，通過按照規(guī)定合理的使用設備，并按照工作流程正確操作保證我們所生產(chǎn)的食品的質(zhì)量，同時確保賣場沒有過期商

39、品銷售。Guarantee the food hygiene and quality through the proper use of equipment and following of production processes and ensuring no out of date merchandise is sold on the sales floor. http://www.30mngangban.com/,店長的角色

40、The Role of Store Manager,資產(chǎn)管理者（續(xù)）Assets Management (cont.),對于招商區(qū)域的監(jiān)控，通過直接與全國招商部門或者具體招商負責任人的合作和溝通，確保并監(jiān)控我們的招商區(qū)域的整體狀況，保證該招商區(qū)域同時也能達到世紀聯(lián)華在專業(yè)度和組織方面的要求。Shopping mall oversight through direct cooperation or communication wi

41、th national shopping mall representative or designated person to protect and police the state of the mall areas and ensuring that these meet CenturyMart standards of professionalism and organization.及時建議必要的固定資產(chǎn)更新，同時包括門店

42、內(nèi)部的或者周邊的任何有潛力的投資可能選擇。Recommend renewal of fixed assets as needed and propose necessary profitable commercial investment options for the store and site.,店長的角色The Role of Store Manager,了解店長這個角色的范圍Understanding the rang

43、e and scope of Store Manager,店長的角色The Role of Store Manager,人事管理者Personnel Management,如果說保護有形資產(chǎn)是需要…那麼保障公司的人力資源就是店長的責任使然，因為人力資源才是我們整個公司的核心，同時也是各位稱之為管理者的原因。實際行動，遠勝于幾個簡單詞匯或空洞的口號，人員管理的實質(zhì)是如何讓我們的員工工作、行為符合公司流程，并接受公司所傳達的各項信息

44、。If protecting our physical assets is a necessity… then preserving our human resources is an imperative which goes to the heart of who we are as a company and why we are here as management. Deeds, not words or hollow

45、 slogans, define our human resource management and how our staff in their work and behavior receive our message.,店長的角色The Role of Store Manager,人事管理者（待續(xù)）Personnel Management (to be cont.),,,,,,,,店長的角色The Role of Store

46、 Manager,人事管理者（續(xù)）Personnel Management (cont.),店長的角色The Role of Store Manager,人事管理者（續(xù)）Personnel Management (cont.),,,,,員工的福利薪酬體系包括員工的薪資，福利費，社險，公積金，外派津貼，招聘等。Compensation and benefits including salary, welfare contribut

47、ions, insurance, housing fund, relocation benefits, recruitment.,對于下屬的人事管理包括：授權(quán)，認可，尊敬，獎勵和懲罰。Personnel management of subordinates: Delegation, Recognition, Respect, Reward & Sanction,培訓并傳遞責任Training and transmission

48、 ofresponsibility,確定工作時間，休息日，午休，就餐時間，制服，更衣間等等。Scheduling, hours, days off, breaks, meals, uniforms, lockers, etc.,店長的角色The Role of Store Manager,人事管理者（續(xù)）Personnel Management (cont.),培訓員、培訓協(xié)調(diào)人，對全店管理團隊的培訓，是店長的長期責任之一；對于

49、培訓或培訓類似的學習項目無故缺勤的情況做到“零”容忍。在培訓中盡量多作到身體力行，例如：店長親自參與培訓實際上是讓整個團隊對培訓給予重視的最有效方式。Trainer, training coordinator, coach, remain a permanent responsibility of the store manager towards all members of the management team; zero t

50、olerance for non participation or implication in any and all training modules or programs. To manage by example in this area ie. to personally be involved in training is the most effect method.,店長的角色The Role of Store Ma

51、nager,人事管理者（續(xù)）Personnel Management (cont.),個人表現(xiàn)評估是店長向自己團隊所負的主要責任之一。由人事部匯總的各項表現(xiàn)評估指標不是用來評估員工的工具，而僅供相關(guān)員工的領導在進行表現(xiàn)評估時起參考作用。定期的每半年或是每一年的員工表現(xiàn)評估實際上是最行之有效的方法。比起表現(xiàn)評估這一工作形式，其實更重要的是上級與下屬直接面對面正式交流的機會。The performance evaluation is

52、a core responsibility of the manager towards his team. Evaluations prepared by HR based on data collection or indicators are not a management tool for the individual concerned but for the individual’s supervisor. A per

53、iodic formalized review of past performance on an annual or semi-annual basis is the most effective method. More important than the content of the review is the face to face formal exchange between boss and subordinate.

54、個人表現(xiàn)評估與工資調(diào)整沒有著必要的聯(lián)系，但是一定程度上能起到促進作用。The performance review is not necessarily connected to a salary adjustment but as required may help.,店長的角色The Role of Store Manager,人事管理者（續(xù)）Personnel Management (cont.),店長需要同時關(guān)注由人事

55、部和財務部所統(tǒng)計出的工作時數(shù)，進而計算出的薪資以及社會福利費繳納的情況，因為店長的主要職責之一就是保證工資支付過程的準確性和合法性。所有的社會福利費用、預提都必須按時紀錄在當月的人事費用當中，同時每月的薪資單必須經(jīng)由店長簽字認可方可生效。HR and finance must not work independently in determining the hours worked, payroll calculations an

56、d social contributions without the oversight of the store manager who has the primary function of guaranteeing the veracity accuracy and legality of the payment process. All social contributions and withholding must be a

57、ccrued and posted in the store results to be signed off with the payroll by the store manager.,店長的角色The Role of Store Manager,人事管理者（續(xù)）Personnel Management (cont.),與人事管理相關(guān)的指標包括員工流失率，人效（SPMH），總工作小時數(shù)，加班小時數(shù)，人事費用，培訓小時數(shù)，培訓店長

58、的篩選情況；所有這些指標都直接反應了店長在人事管理方面所傾注的力度。Key indicators including Staff turnover in %, Sales per man hour (SPMH), labor hours, overtime hours, Labor cost, number of training hours, potential store manager candidates groomed i

59、n the store, all serve to measure the degree of implication of the store manager in the management of human resources.招聘的需求必須由店長事先認可后方可進行，同時部門主管的聘用必須經(jīng)過店長的親自面試。Recruitment of store staff requires the prior authorizatio

60、n of the store manager and all department manager level members must be interviewed personally.,店長的角色The Role of Store Manager,人事管理者（續(xù)）Personnel Management (cont.),作為店長基本管理原則的另外一個方面就是對員工的尊重，在任何勞資雙方出現(xiàn)爭議的情況下，按照勞動法的相關(guān)規(guī)定記錄

61、員工工作時間，保障員工的權(quán)利和義務是對員工的尊重。管理者的任意武斷，沒有道理和不穩(wěn)定的行為舉止導致的勞資糾紛都是不能被赦免和容忍的。店長作為公司在店內(nèi)的最高權(quán)利監(jiān)督者其職責之一就是保證上述的問題不在店內(nèi)發(fā)生。Basic management principles and practices require in addition to a respect for the employee, a respect for the pro

62、visions of labor law relating to work hours, rights and obligations of employees in the face of abuse or inappropriate conduct by superiors. Arbitrary, irrational or erratic behavior by management leading to abuse of sta

63、ff will not be condoned or tolerated. The store manager is the warrant on behalf of the company in the prevention of such abuses of power.,店長的角色The Role of Store Manager,你有22分鐘分組討論。你有4分鐘介紹討論結(jié)果；記住，僅1頁的介紹！You have 22 m

64、inutes to prepare.You have 4 minutes to present,and you shall make a one page presentation!,頭腦風暴 1 – 授權(quán)Brain storm 1 – Delegation,何謂“授權(quán)”？What is “delegation”?,一項有效的授權(quán)需要哪些關(guān)鍵的步驟？What are the key ingredients for effect

65、ive delegation?,請舉出在您工作中使用以上關(guān)鍵步驟，進行有效授權(quán)的成功例子？Show 1 success delegation example with the key ingredients in your store management?,店長的角色The Role of Store Manager,人事管理者（續(xù)）Personnel Management (cont.),授權(quán)、監(jiān)控和跟進是3個最為重要的控制門

66、店管理人員的管理原則。Delegation, control, follow up are the 3 overriding principles governing management of the store teams.授權(quán)，確定被授權(quán)人的職責范圍。Delegation: defined responsibilities awarded to designated person.監(jiān)控，是一項持續(xù)不斷的任務，直接的參與到授

67、權(quán)范圍和職責履行情況的跟蹤。Control: ongoing and sustained direct involvement and oversight of the delegated process or responsibility.跟進，是用來衡量授權(quán)過程中或授權(quán)任務的執(zhí)行質(zhì)量和效率的工具。Follow up: the measurement of the quality and efficiency of the perf

68、ormance and result of the delegated process or task.,店長的角色The Role of Store Manager,人事管理者（續(xù)）Personnel Management (cont.),如果以上三個方面能夠得到保障，店長們便可以向自己的管理團隊授權(quán)。授權(quán)的過程不是一個店長放棄其責任或者減小店長責任范圍的過程。授權(quán)之后，店內(nèi)其他人員造成的不良后果仍然是店長的責任所在（盡管有時候店

69、長并沒有進行任何的控制和跟進）。Delegation by a store manager to his management team is an act which reinforces his authority if the 3 steps are followed. It is not to be a process which relinquishes authority of the store manager or d

70、iminishes his scope of responsibility. Decisions or actions resulting from delegation remain the responsibility of the store manager who must assume the consequences of his act of delegation (if there is neither control