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1、店铺运作手册 店 铺 营 运 指 南 第一章 公司简介LLLLLLLLLLLLLLLLLLLLLLLLLLLL A11. MIRABELL的历史LLLLLLLLLLLLLLLLLLLLLLLLLA12. MIRABELL企业文化LLLLLLLLLLLLLLLLLLLLLLLLA23. 公司架构LLLLLLLLLLLLLLLLLLLLLLLLLLLLL A34. 店铺一览表LLLLLLLLLLLLLLLLLLLLLLLLLLLL A4第二章 员工守则LLLLLLLLLLLLLLLLLLLLLLLLLLLL B11. 职责与纪律LLLLLLLLLLLLLLLLLLLLLLLLLLLLB12. 区主
2、管的工作范围及例行工作3. 店长及主管的职责LLLLLLLLLLLLLLLLLLLLLLB24. 店长及主管每日例行工作LLLLLLLLLLLLLLLLLLLLLLB35. 店员的职责工作LLLLLLLLLLLLLLLLLLLLLLLLLLB56. 店员每日例行工作LLLLLLLLLLLLLLLLLLLLLLLLLB67. 仪容守则LLLLLLLLLLLLLLLLLLLLLLLLLLLLLB78. 电话接听守则9. 货场纪律10. 纪律守则11. 员工晋升第三章 店铺的营运程序和方法LLLLLLLLLLLLLLLLLLLL C1 一、店铺日常工作程序1. 店铺营运程序LLLLLLLLLLLLL
3、LLLLLLLLLLLLLLC12. 更表3. 打卡4. 制服5. 店铺例会本6. 关于商场促销活动的处理7. VIP使用及其注意事项8. 店铺例会本9. 内部销售记录10. 报数11. 清洁12. 调铺人员交接13. 员工离职程序14. 店铺钥匙二、财务工作程序1 顾客付款的各项处理方法LLLLLLLLLLLLLLLLLLLLLLC32 专柜收款程序LLLLLLLLLLLLLLLLLLLLLLLLLLLC73 销售金额核对注意事项LLLLLLLLLLLLLLLLLLLL C134 零用现金LLLLLLLLLLLLLLLLLLLLLLLLLLLLLC85 订金处理 LLLLLLLLLLLLLL
4、LLLLLLLLLLLLL C116 信用咭退款LLLLLLLLLLLLLLLLLLLLLLLLLLL C127 银行入数LLLLLLLLLLLLLLLLLLLLLLLLLLLLLC68 发票管理责任认识、发票填写方式LLLLLLLLLLLLLLLLLLC109 发票报销支出需知（店铺费用报销表、地区车费报销单）LLLLLLLL C910 店铺车费报销三、货品管理程序1 每月货品销售报告LLLLLLLLLLLLLLLLLLLLLLLL C162 检查货品LLLLLLLLLLLLLLLLLLLLLLLLLLLC213 更换鞋板时间4 转货、退货LLLLLLLLLLLLLLLLLLLLLLLLLL
5、LC305 坏鞋处理LLLLLLLLLLLLLLLLLLLLLLLLLLLLC296 鸯色处理7 飞鞋LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLC28 补货LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLC369 维修鞋管理方法 10 退换货品守则LLLLLLLLLLLLLLLLLLLLLLLLLLC19 11 坏鞋退货时间规定 12 每月盘点须知LLLLLLLLLLLLLLLLLLLLLLLLLLC33 四、文具物料及表格的管理程序1 工卡计算LLLLLLLLLLLLLLLLLLLLLLLLLLLLC232 物料申请LLLLLLLLLLLLLLLLLLLLLLL
6、LLLC353 文具LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLC274 文件LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLC265 修理单6 商场公文的传递第四章 人力资源部LLLLLLLLLLLLLLLLLLLLLLLLLL D11. 新店员学习跟进LLLLLLLLLLLLLLLLLLLLLLLL D12. 新店长店铺实习过程及须知LLLLLLLLLLLLLLLLLLL D23. 员工购物优惠LLLLLLLLLLLLLLLLLLLLLLLLL D34. 员工转正5. 超时工作LLLLLLLLLLLLLLLLLLLLLLLLLLL D46. 神秘人计划7. 对数
7、奖LLLLLLLLLLLLLLLLLLLLLLLLLLLL D58. 关于员工对数9. 每月超额奖LLLLLLLLLLLLLLLLLLLLLLLLLL D710. 三T奖金制度11. 季度超额奖金LLLLLLLLLLLLLLLLLLLLLLLLL D812. 全年奖LLLLLLLLLLLLLLLLLLLLLLLLLLLL D1013. 年终个人表现奖14. 店铺失货赔偿LLLLLLLLLLLLLLLLLLLLLLLLL D1215. 失银赔偿LLLLLLLLLLLLLLLLLLLLLLLLLLL D1316. 迟到制度LLLLLLLLLLLLLLLLLLLLLLLLLLL D1417. 兼职L
8、LLLLLLLLLLLLLLLLLLLLLLLLLLLL D1518. 离职员工面谈19. 离职员工之制服处理20. 招聘牌事宜第五章 电脑部LLLLLLLLLLLLLLLLLLLLLLLLLLL E11. 电脑操作LLLLLLLLLLLLLLLLLLLLLLLLLLLE12. 电脑保养LLLLLLLLLLLLLLLLLLLLLLLLLLLE23. 电脑销售单（Sales Memo）须知LLLLLLLLLLLLLLLLLE34. 出入货单（InOut）须知LLLLLLLLLLLLLLLLLLLL E45. 手开单须知LLLLLLLLLLLLLLLLLLLLLLLLLLE56. 取消单须知LLL
9、LLLLLLLLLLLLLLLLLLLLLLLE67. 存货管理制度LLLLLLLLLLLLLLLLLLLLLLLLLE7第六章 商品部LLLLLLLLLLLLLLLLLLLLLLLLLLLLF11. 货品编排分析LLLLLLLLLLLLLLLLLLLLLLLLL F12. 鞋对码表LLLLLLLLLLLLLLLLLLLLLLLLLLL F23. 货品陈列LLLLLLLLLLLLLLLLLLLLLLLLLLL F34. 补货LLLLLLLLLLLLLLLLLLLLLLLLLLLLL F45. 收货须知LLLLLLLLLLLLLLLLLLLLLLLLLLL F56. 修理单LLLLLLLLLLL
10、LLLLLLLLLLLLLLLLL F6第七章 市场部LLLLLLLLLLLLLLLLLLLLLLLLLLLLG11. 橱窗及货场布置LLLLLLLLLLLLLLLLLLLLLLLL G12. 推广活动须知LLLLLLLLLLLLLLLLLLLLLLLLL G2第八章 工程部LLLLLLLLLLLLLLLLLLLLLLLLLLLL H11. 店铺维修工程（工程维修表）LLLLLLLLLLLLLLLLLL H1第九章 紧急事件处理LLLLLLLLLLLLLLLLLLLLLLLLH21. 紧急事故要立即通知总公司LLLLLLLLLLLLLLLLLLL H22. 持械行劫LLLLLLLLLLLLLL
11、LLLLLLLLLLLLL H33. 店内盗窃LLLLLLLLLLLLLLLLLLLLLLLLLLL H44. 内部盗窃LLLLLLLLLLLLLLLLLLLLLLLLLLL H55. 提防假信用卡LLLLLLLLLLLLLLLLLLLLLLLLL H76. 小心找赎LLLLLLLLLLLLLLLLLLLLLLLLLLL H8第一章 公司简介MIRABELL的历史MIRABELL（美丽宝）门市专门店于1986年在香港建立，当时拥有三间店铺，创办人乃邓伟林及邓强林先生。 在1989年，邓氏兄弟们感觉到传统鞋店的经营方式不合潮流，港人普遍都不满意旧式鞋店的品质和服务。加上当时内部经济消费意念高涨，
12、百货业兴旺，于是邓氏兄弟察觉当时市场环境，引进大量欧美各名牌子；款式时尚、设计新颖、品质优异、年青爽朗的皮鞋系列。所有店铺都以最新的欧陆设计装饰，一时形象创新，年青一辈的消费者都趋之若骛，大受欢迎。MIRABELL成功于当地市场奠定基础后，即在寻觅另一市场空间，拓展第二系列网络。JOY&PEACE（真美诗）：1995年专为年青上班一族以及一些对欧陆皮鞋潮流注意和爱好打扮的顾客而设的JOY & PEACE流行皮鞋店，亦于九月份诞生。JOY & PEACE的皮鞋不传统、不花巧、不做作，不单只漂亮大方、简洁、富现代感而且穿着舒服及品质确保满意。FLORSHEIM（富乐绅）：FLORSHEIM 于18
13、92年创建于德国，其高贵典雅的设计将古典与现代相结合，充分显示出时尚气息，深受大众的喜爱。K-SWISS（盖世威）：诞生于1966年的K-SWISS，成功的制造了全球第一全皮制的网球鞋K-SWISS-CLASSIC。其优美经典的五行间的设计，一面世便引起哄动并延续至今。NSHOESNET（潮流鞋网，后在大陆改名INNET）：随着互联网的兴起，INSHOESNET将为公司在电子网络上创出一条新路，并成为至IN一族的宠儿。 1996年对美丽宝集团而言，意义十分重大。由于本公司能准确掌握皮鞋最新潮流，为顾客提供优质服务及集团之高效率及经济效益。于十二月份成功地于香港联合交易所正式上市，奠定公司市场上
14、地位。在香港，公司经营管理的皮鞋专门店正在不断扩展，在年轻的名牌皮鞋零售业中居领导地位。面对国内巨大市场，集团亦积极拓展空间，建立起国内庞大的零售网络。现于广州、深圳、珠海、上海、北京、天津、大连、成都、福州及厦门等地开展业务，在国内皮鞋零售业中处于领先地位。MIRABELL企业文化 公司透过全面优质管理（Total Quality Management）的概念，一直实事求是的采用以下一套经营策略，令美丽宝成为香港皮鞋零售业的领导者：1) 以顾客为导向，不断改进，改善我们的销售服务，全力以赴发挥“美丽宝精神”，深刻地牢记“优质服务、专业销售、无比拼劲”这句口号，做到精益求精。2) 提供最物有所值，最佳品质及最流行的产品。3) 不断革新求变，不断进取，做一间敢于创新，敢于发挥创意的皮鞋连锁店。4) 店铺网络分布各主要购物点，提供购物方便及惬意、舒适的购物环境。5) 最后，更重要更重要的是，令美丽宝的生意额大大提升，令美丽宝成为一间既令你们学到知识又充满乐趣的公司。 透过发挥公司文化，上下一心、全心全意，令美丽宝成为独当一面-服务最佳，最受顾客拥护的流行鞋店！第二章 员工守则职 责 与 纪 律1）
