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1、超市店长的角色,店长培训 2011年Store Manager Training 2011,店长的角色The Role of Store Manager,一个从多角度讲都极为关键的职位A Key manager of many dimensions,是超市内部最有趣味的职位：The most interesting position in Century Mart:就该职位的丰富和多样性。Its richness and diversity.就该职位的挑战性。The challenge.就该职位的责任性。The responsibility.就该职位的无限空间。The unlimited sc
2、ope of the position.就该职位对个人潜力的挖掘。The personal growth potential.就该职位在公司中的战略意义。The strategic value for the company.就该职位的孤独性。The loneliness of the position.该职位是商人，是财务控制人，是警察，是父母，是收银员，是理货员，是市场营销策划专员 Merchant,finance controller,policeman,parent,cashier and shelf stocker,marketing specialist是300人的楷模，每一天、每
3、一分钟 A role model for 300 people every minute of every day.,店长的角色The Role of Store Manager,为什麽成为一个优秀店长如此困难？1/3 Why is it so difficult to be a good store manager?,从时间和空间的角度，对于“优秀”本质的定义是不断变幻的。The forever changing nature of“Good”in time and space.对于随时随地随机应变和灵活变通的要求。The need to be permanently adaptable a
4、nd flexible.在个人自律、成熟和行为连贯性方面的要求。The need for self-discipline,maturity and consistency.做到“双脚能站在泥里”但同时“眼睛能够看到外界”二者缺其一都是不够的。Having your“feet in the mud”and“head in the sky”one,or the other not being enough.想和做同时进行。To think and to do at the same time.除了优秀以外不能容忍接受团队任何其他表现的能力。The ability to never accept a
5、nything but excellence from your team.,店长的角色The Role of Store Manager,为什麽成为一个优秀店长如此困难？2/3 Why is it so difficult to be a good store manager?,培训你的下属的使命感，以及相应的成就感。The imperative to train your subordinates and to get a kick out of it!自觉自愿的、而不是为其他人做到每一天都“优秀”。To want to be“good”everyday for yourself not
6、for others.向你的顾客倾注超出他们所应得或所能感受得到的爱。To love your customers more than they deserve or realize!享受不断向自己和自己的团队施行新想法、新概念的挑战过程。To enjoy testing yourself and your team with new ideas and new concepts.能够感受到店内每件设备设施、每件商品的好处 并能够让自己的团队和顾客清晰的感受体会到自己的热情！To feel something for each and every item in the store-and t
7、o be able to articulate it to a customer or employee with passion!,店长的角色The Role of Store Manager,为什麽成为一个优秀店长如此困难？3/3 Why is it so difficult to be a good store manager?,因为你应该在卖场感觉到远比呆在办公室、待在会议室召开会议、或对着电脑感觉更熟悉、舒服。Because you have to feel more at home on the sales floor than in an office,in a meeting,
8、or in front a computer screen.因为你有不断向前推动、追求优秀的能力。Because you have to like to push the envelope.最重要的是因为你享受不断销售更多、再多、最多的乐趣，应为你清楚你能从不断攀升的销售中获取利润！And finally because you enjoy selling always more to more and more people and know that youre making a profit doing it!,店长的角色The Role of Store Manager,那麽我要如何做
9、才能够成为一名“优秀”店长呢？so what do I have to do to become a“Good”Store Manager?,拥有360度的眼界。Possess 360o vision.拥有经营的热情。A passion for commerce.拥有向其他人、包括向其他竞争对手学习的好奇心。A curiosity to learn from others and other retailers.拥有管理的才能。A management flair.拥有领导的本能。A leadership instinct.拥有对知识的渴求。A thirst for knowledge.拥有足
10、够的头脑和睿智将各种不同事物综合起来！The brains and dexterity to put it all together!,就让我们开始吧！So lets begin!,店长的角色The Role of Store Manager,了解店长这个角色的范围Understanding the Range and Scope of the Role of the Store Manager.,店长培训 2009年Store Manager Training 2009,店长的角色The Role of Store Manager,了解店长这个角色的范围Understanding the r
11、ange and scope of Store Manager,店长的角色The Role of Store Manager,了解店长这个角色的范围Understanding the range and scope of Store Manager,店长的角色The Role of Store Manager,公司代表（待续）Company Representation(to be cont.),在包括火灾、集体食物中毒、人身伤害等涉及公司民事或财务责任，并与顾客或者员工相关的事件或事故中，作为公司的法定代表人。Legal representative in the event of an a
12、ccident or incident involving our customers or staff for which we assume civil or financial liability including fire,collective intoxication,corporal damages and the like.在面对所在区政府或是政府的各个职能部门政治性、法律性或社会公益性的检查/视察时作为公司的大使。Company ambassador when facing local or city governmental officials or bureaus pol
13、itically,legally or socially.在面对媒体或公众，包括关于传闻、影射、诽谤的情况下作为公司的公关代表。Public relations representative addressing issues relating to the press,media,or public opinion,including rumor,innuendo or calumny.,店长的角色The Role of Store Manager,公司代表（续）Company Representation(cont.),在需要在公司与顾客的利益中间作出平衡的情况下作为顾客的代表。Custo
14、mer representative addressing the needs and interests of both the company and the customer.在经营操作过程中，成为大家在道德标准、团结协作、诚实守信方面意义更甚于简单的好与坏、对与错的标准；同时用于将与之相关的问题进行沟通，以便切实有效的采取补救方案。The standard of ethics,integrity,honesty and a behavior beyond reproach as it relates to all professional matters of business,com
15、municating all confirmed breaches of said standards in order to undertake remedial actions.,店长的角色The Role of Store Manager,公司代表（续）Company Representation(cont.),在门店运营的各个层面，成为保障公司相关的政策、程序得以严格贯彻实行公司代表。Company representative guaranteeing the implementation and strict application of company policies and
16、procedures at all levels of the store organization.作为掌握公司印章的管理人，店长所被赋予的诸多责任之一就是授权签署门店相关文件，因此任何有公司印鉴的文件必须同时附有店长的签字。除非得到公司总经理室的特别许可，包括店长或店长代表所签署的任何性质、任何内容的门店合同时限均不可超过一年。Holder of the company chop with signature authority is among the key responsibilities of the store manager for which any use for what
17、 ever reason of the company chop must carry the 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.,店长的角色The Role of Store Manager,了解店长这个角色的范
18、围Understanding the range and scope of Store Manager,店长的角色The Role of Store Manager,资产管理者Assets Management,对于资产的管理，是每位店长在接手一家门店的同时所被赋予的一项庄严使命。该项使命就是尽店长个人所能保护公司的资产处于最佳状态，以便保障门店的未来运营能始终处在最优的水平，从而实现最大化的利润。A solemn duty is awarded to each store manager when he takes on the responsibility of a store to ma
19、nage.This duty is to preserve and protect the assets of the company to the best of his ability in order to guarantee the future operations of the store under the most propitious circumstances to generate sales and profitability.,店长的角色The Role of Store Manager,资产管理者（待续）Assets Management(to be cont.),
20、保护公司资产，包括门店租赁物业本身到店内小的设备设施，是作为店长诸多职责中最基本也是最直接的一项。保护公司资产就是通过系统的检查跟踪工具定期每天、每周或每月对设备进行维护。Protecting the assets,physical and material of the company,is a basic and direct responsibility of the store manager to be accomplished through systematic use of control points on a daily,weekly,and monthly basis.亲
21、自直接参与到紧急逃生系统和通道的监控中来，保证门店的紧急逃生系统在任何时间、任何情况下都能够正常启动。同时保证至少每半年一次的紧急逃生演习。Personal and direct oversight and control that safety 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
22、门店与防窃相关的措施设备，进而从安保的角度减少门店内部和外部在商品和现金方面的流失。Overseeing and controlling all anti-theft measures and devices applied by security for internal and external loss prevention of assets and merchandise and cash.确保并杜绝门店的设备设施被包括营运部门，维修部门，外部清洁公司，安保部门等的不正常使用造成损毁。Protecting the physical plant and equipment from d
23、eterioration,damage,and misuse by policing the operations teams,maintenance department,outside cleaning company,and security.,店长的角色The Role of Store Manager,资产管理者（续）Assets Management(cont.),确保预防性设备维护按时进行，同时出现故障的设备能得到及时的修复而不会出现任何的因维修延误而发生的事故。Ensuring that preventative maintenance is performed and rep
24、airs are made on an as needed basis without delay and additional risk.确保及时定期清理过滤器，冷冻冷藏、冷凝器等设备；一方面可以避免设备过热，同时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.确保关于整个经营环境的清洁卫生和维修维护，包括招商区，停车场，外部环境，卫生间，购物车等；及时
25、粉刷脏污的墙面，修补破损的地砖，或其他任何的设备设施，以达到维护店容店貌以及整个大卖场购物环境的目的。Overall maintenance cleanliness and upkeep of the site including shopping mall,parking area,outside surrounding area,toilets,shopping trolleys,ensuring clean and painted walls repaired broken tiles and any other equipment or material which will enha
26、nce or preserve the appearance of the hypermarket environment.,店长的角色The Role of Store Manager,资产管理者（续）Assets Management(cont.),定期系统性检查包括员工休息室，更衣间，卫生间，办公区以及仓库的状况，确保最佳的卫生、整洁状况，从而一方面为员工提供一个良好的工作环境让我们的员工为之骄傲，同时也能督促大家自觉地保持公共卫生。Systematic checking of employee break room,locker rooms and toilets,office are
27、as and back rooms,to maintain maximum standards 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.确保食品卫生与食品安全，通过按照规定合理的使用设备，并按照工作流程正确操作保证我们所生产的食品的质量，同时确保卖场没有过期商品销售。Guarantee the food hygiene and qualit
28、y through the proper use of equipment and following of production processes and ensuring no out of date merchandise is sold on the sales floor.,店长的角色The Role of Store Manager,资产管理者（续）Assets Management(cont.),对于招商区域的监控，通过直接与全国招商部门或者具体招商负责任人的合作和沟通，确保并监控我们的招商区域的整体状况，保证该招商区域同时也能达到世纪联华在专业度和组织方面的要求。Shoppi
29、ng mall oversight through direct cooperation or communication with 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.及时建议必要的固定资产更新，同时包括门店内部的或者周边的任何有潜力的投资可
30、能选择。Recommend renewal of fixed assets as needed and propose necessary profitable commercial investment options for the store and site.,店长的角色The Role of Store Manager,了解店长这个角色的范围Understanding the range and scope of Store Manager,店长的角色The Role of Store Manager,人事管理者Personnel Management,如果说保护有形资产是需要那麽保
31、障公司的人力资源就是店长的责任使然，因为人力资源才是我们整个公司的核心，同时也是各位称之为管理者的原因。实际行动，远胜于几个简单词汇或空洞的口号，人员管理的实质是如何让我们的员工工作、行为符合公司流程，并接受公司所传达的各项信息。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 managemen
32、t.Deeds,not words or hollow slogans,define our human resource management and how our staff in their work and behavior receive our message.,店长的角色The Role of Store Manager,人事管理者（待续）Personnel Management(to be cont.),店长的角色The Role of Store Manager,人事管理者（续）Personnel Management(cont.),店长的角色The Role of Sto
33、re Manager,人事管理者（续）Personnel Management(cont.),员工的福利薪酬体系包括员工的薪资，福利费，社险，公积金，外派津贴，招聘等。Compensation and benefits including salary,welfare contributions,insurance,housing fund,relocation benefits,recruitment.,对于下属的人事管理包括：授权，认可，尊敬，奖励和惩罚。Personnel management of subordinates:Delegation,Recognition,Respect,
34、Reward&Sanction,培训并传递责任Training and transmission ofresponsibility,确定工作时间，休息日，午休，就餐时间，制服，更衣间等等。Scheduling,hours,days off,breaks,meals,uniforms,lockers,etc.,店长的角色The Role of Store Manager,人事管理者（续）Personnel Management(cont.),培训员、培训协调人，对全店管理团队的培训，是店长的长期责任之一；对于培训或培训类似的学习项目无故缺勤的情况做到“零”容忍。在培训中尽量多作到身体力行，例如：
35、店长亲自参与培训实际上是让整个团队对培训给予重视的最有效方式。Trainer,training coordinator,coach,remain a permanent responsibility of the store manager towards all members of the management team;zero tolerance for non participation or implication in any and all training modules or programs.To manage by example in this area ie.to
36、personally be involved in training is the most effect method.,店长的角色The Role of Store Manager,人事管理者（续）Personnel Management(cont.),个人表现评估是店长向自己团队所负的主要责任之一。由人事部汇总的各项表现评估指标不是用来评估员工的工具，而仅供相关员工的领导在进行表现评估时起参考作用。定期的每半年或是每一年的员工表现评估实际上是最行之有效的方法。比起表现评估这一工作形式，其实更重要的是上级与下属直接面对面正式交流的机会。The performance evaluation
37、is 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 individuals supervisor.A periodic formalized review of past performance on an annual or semi-annual basis is t
38、he most effective method.More important than the content of the review is the face to face formal exchange between boss and subordinate.个人表现评估与工资调整没有着必要的联系，但是一定程度上能起到促进作用。The performance review is not necessarily connected to a salary adjustment but as required may help.,店长的角色The Role of Store Manag
39、er,人事管理者（续）Personnel Management(cont.),店长需要同时关注由人事部和财务部所统计出的工作时数，进而计算出的薪资以及社会福利费缴纳的情况，因为店长的主要职责之一就是保证工资支付过程的准确性和合法性。所有的社会福利费用、预提都必须按时纪录在当月的人事费用当中，同时每月的薪资单必须经由店长签字认可方可生效。HR and finance must not work independently in determining the hours worked,payroll calculations and social contributions without th
40、e 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 accrued and posted in the store results to be signed off with the payroll by the store manager.,店长的角色The Role of St
41、ore Manager,人事管理者（续）Personnel Management(cont.),与人事管理相关的指标包括员工流失率，人效（SPMH），总工作小时数，加班小时数，人事费用，培训小时数，培训店长的筛选情况；所有这些指标都直接反应了店长在人事管理方面所倾注的力度。Key indicators including Staff turnover in%,Sales per man hour(SPMH),labor hours,overtime hours,Labor cost,number of training hours,potential store manager candida
42、tes groomed in the store,all serve to measure the degree of implication of the store manager in the management of human resources.招聘的需求必须由店长事先认可后方可进行，同时部门主管的聘用必须经过店长的亲自面试。Recruitment of store staff requires the prior authorization of the store manager and all department manager level members must be
43、 interviewed personally.,店长的角色The Role of Store Manager,人事管理者（续）Personnel Management(cont.),作为店长基本管理原则的另外一个方面就是对员工的尊重，在任何劳资双方出现争议的情况下，按照劳动法的相关规定记录员工工作时间，保障员工的权利和义务是对员工的尊重。管理者的任意武断，没有道理和不稳定的行为举止导致的劳资纠纷都是不能被赦免和容忍的。店长作为公司在店内的最高权利监督者其职责之一就是保证上述的问题不在店内发生。Basic management principles and practices require
44、in addition to a respect for the employee,a respect for the provisions 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 staff will not be condo
45、ned or tolerated.The store manager is the warrant on behalf of the company in the prevention of such abuses of power.,店长的角色The Role of Store Manager,你有22分钟分组讨论。你有4分钟介绍讨论结果；记住，仅1页的介绍！You have 22 minutes to prepare.You have 4 minutes to present,and you shall make a one page presentation!,头脑风暴 1 授权Brai
46、n storm 1 Delegation,何谓“授权”？What is“delegation”?,一项有效的授权需要哪些关键的步骤？What are the key ingredients for effective delegation?,请举出在您工作中使用以上关键步骤，进行有效授权的成功例子？Show 1 success delegation example with the key ingredients in your store management?,店长的角色The Role of Store Manager,人事管理者（续）Personnel Management(cont.
47、),授权、监控和跟进是3个最为重要的控制门店管理人员的管理原则。Delegation,control,follow up are the 3 overriding principles governing management of the store teams.授权，确定被授权人的职责范围。Delegation:defined responsibilities awarded to designated person.监控，是一项持续不断的任务，直接的参与到授权范围和职责履行情况的跟踪。Control:ongoing and sustained direct involvement and
48、 oversight of the delegated process or responsibility.跟进，是用来衡量授权过程中或授权任务的执行质量和效率的工具。Follow up:the measurement of the quality and efficiency of the performance and result of the delegated process or task.,店长的角色The Role of Store Manager,人事管理者（续）Personnel Management(cont.),如果以上三个方面能够得到保障，店长们便可以向自己的管理团队
49、授权。授权的过程不是一个店长放弃其责任或者减小店长责任范围的过程。授权之后，店内其他人员造成的不良后果仍然是店长的责任所在（尽管有时候店长并没有进行任何的控制和跟进）。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 diminishes his
50、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 or follow up).,警告！Warning!,店长的角色The Role of Store Manager,了解店长这个角色的范围Understanding the range and
