毕博-管理咨询工具方法—SME 实用手册.docVIP

目　录 TABLE OF CONTENTS 概 述OVERVIEW 2 经营手册Operations Manual 2 企业概述Business Overview 4 人力资源管理HUMAN RESOURCE MANAGEMENT 7 雇佣政策Employment Policies 8 员工记录Team Member Records 12 招聘和选拔Recruitment and Selection 14 业绩管理Performance Management 20 培训Training 23 沟通和激励Communication and Motivation 25 职业健康和安全Occupational Health and Safety 28 客户服务CUSTOMER SERVICE 39 服务标准Service Standards 39 顾客选择Customer Selection 41 顾客反馈Customer Feedback 42 市场营销MARKETING 44 企业识别Corporate Identity 44 战略营销Strategic Marketing 45 公共关系Public Relations 47 采购和存货管理PURCHASING AND STOCK MANAGEMENT 49 采购Purchasing 49 存货管理Stock Management 54 行政管理ADMINISTRATION 56 电话、信息和电子邮件Telephone, Messages and Email 56 邮件和重要信函Mail and Couriers 58 计算机和互联网Computers and the Internet 60 安全Security 63 会 计ACCOUNTING 69 应付账款Creditors 69 应收账款Debtors 71 银行往来账Bank Accounts 74 固定资产Fixed Assets 76 领导能力LEADERSHIP 77 概述OVERVIEW 经营手册Operations Manual 经营手册的目的Purpose of the Operations Manual 本经营手册旨在提供必要的资源, 以帮助员工改进工作表现, 并帮助企业达成目标。The purpose of the Operations Manual is to provide all team members with a resource to assist them in performing the roles and to assist the business to meet its’ objectives. 最重要的是，所有员工都应熟悉本手册，并遵守手册中列出的政策和程序以及相关联的制度和程序文件。这样做使企业上下得到统一，并强化了我们在市场中的地位。It is essential that all team members are familiar with the manual and follow the policies and procedures outlined in this document and the associated systems and procedures documentation. This creates uniformity throughout our business and strengthens our position within the marketplace. 经营手册的必威体育官网网址性Security of Operations Manual 在经营手册中包含的信息及相关的政策、程序都属企业的机密。为了从企业的安全保护着想，对手册的内容必威体育官网网址是十分必要的。这些手册是企业的知识产权，并集企业知识积累之大成。The information contained within the Operations Manual and associated policies and procedures is confidential. It is essential for the protection of the business that the contents are kept confidential. These manuals are our intellectual property and bring together the cumulative learning of our business. 严禁将手册或相关文件从企业中拿走。任何交给员工用于履行职责的手册都属企业财产。No m