Walmart百货公司零售企业门店管理沃尔玛超级市场 培训体系手册P92.doc

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1、TrainingTraining培训培训Training培 训Chapter 1Home Office Training 第一章总部办公司培训1. Orientation 入职培训 2. English Training 英语培训 3. Library图书馆4. Training Center培训中心5. Walton Institute沃尔頓学院6. Operating Standards运作标准Chapter 2 In-Store Training Coordinator Working Procedure 第二章店內培训协调員工作程序1. Store Training Coordinat

2、or Job Description 店內培训协调員工作描述2. Orientation 30-60-90 30/60/90入职培训3. Cashier Training 收银培训4. On-the-job Training 現场培训5. Training Needs Assessment 培训需求測试6. Vendor Training 供应商培训7. Job Specific Training 专題培训8. Sponsor Program 员工指导计划9. Management Trainee Program 见习管理人员计划10. New Store Associates On-the-

3、job Training 新店员工現场工作培训11. Vendor Promoter Training 供应商促销員培训12. Documentation 文档Chapter 3Regional Trainer 第三章区域培训员Supercenter 购物广场1. Management Training 管理层培训2. Follow Up MTP 跟进见习管理人員培训3. Operation Guide 营运指南4. Modification of MTP MTP课程修改Sams Club 山姆會員店1. Management Training 管理层培训2. New Store Manage

4、ment Training 新店管理层培训3. Follow Up MT 跟进见习管理人員培训4. MIT Program 见习管理人員课程Resources Index 資源索引Training Overview培训概况1. Our Mission StatementTo Partner With Management 成为管理层的伙伴To provide Quality Training Service 提供高质量的培训服务To Improve Associates Performance！ 改进員工工作表現2.O-chart of Training Team and Main Respo

5、nsibility of Each Section 培训组的组织结构及各部分主要工作职责。Francis TamVice President of HRShirley YangTraining SpecialistElliott HuangSenior Training ManagerDavid WuOps Training Mgr - SupercenterKaren JinCoordinatorSupercenterSusan GuoOfficer Overhead& MdseChristina YeCoordinatorSams & DCJance DuOps Training Mgr-

6、SamsJudy ZhuTranslatorRay WangRegional TrainerSupercenterMax PengRegional TrainerSupercenter2.1 Regional Trainer:区域培训员 Be in Charge of Management training for Supercenter/Sams club负责购物广场/山姆会员店管理层培训2.2 Supercenter/Sams Club Training Coordinator购物广场/山姆会员店培训协调员Responsible for all organization , coordin

7、ation and following up of store training, especially the training of general associates. 全面负责商场培训工作的组织、协调和跟进，尤其是普通员工培训。 2.3 Home Office Training coordinator总部培训协调员Responsible for the following up and coordination of Home Office training, including the training for merchandising associates and cross-

8、training.负责跟进和协调总部办公室培训，包括采购部同事和跨部门培训。3.How to be a Good Trainer? 如何做一名合格的培训员？3.1 Your People Skill 人际交往技巧 Partnership, Interdependent 与人交往，互相依賴 Communication 善于沟通交流 Commitment, Passion 對工作有承諾，拥有饱满的热情 Circle of Influence, Leadership 有领导才能，具一定影响力3.2 Your Open Mind宽阔胸襟 Always willing to Learn, to Impr

9、ove 孜孜好学，乐于提高。 See the old lady/young woman 少女/老婦的啟示。3.3 Your Professionalism 专业技能3.3.1 Training expertise 培训技能Train the Trainer, KISS, simple and relevant, Fun Leaning, Adapt/Adopt/Reject,7 Habits, 1 minute manager, Star Fish, Geese & Buffalo, Fast Feedback, Basic Supervision, Performance Consultin

10、g, etc. 3.3.2 Operations Knowledge 营运知识30/60/90 Orientation, Sponsor, 1st Retailer, PI, Reports, Guides/First Steps, MTP/MIT, Management classes, Leadership Foundation, HR, Mdse, etc.3.3.3 English英语程度 The easiest language 最简易的语言。 Never write anything youve never read; 不要写从未读过的东西。 Never say anything

11、youve never heard 不要说从未听过的话。 New Concept English II , III 掌握新概念英语第二、三册。Bad Trainer 差的培训员Good Trainer 好的培训员 Unpunctual不守时 Do not prepare what trainees need 没有预期到学员的需求 Lack of planning 缺乏计划和准备 Be unfamiliar with training contents 不熟悉培训内容 Use only one way of teaching 只使用一种授课方式 Lack of communication 与学员

12、缺乏沟通 Do not allow trainees to ask questions 不允许学员提问 Lack of passion缺乏热情 Lack of confidence缺乏自信 Poor presentation 表达不清晰 Improper attire 着装不当 Planned and organized有组织、有准备 Proper dress 适宜的着装 passionate, confident and experienced 热情、自信且经验丰富 Humor 有效地使用幽默 Encourage participants to involve 鼓励学员的参与 Adopt v

13、arious ways of teaching 采用多种授课方式 Try to improve training skills 努力改进培训技巧 Waved tones语调有起伏 Smiling微笑 Eye contact 与学员有视线接触 Good Presentation表达清晰Wal-Mart China CO.,LTD.- Confidential - 07/25/22沃尔玛中国有限公司-机密-Page 93 of 93TrainingOffice Training培训总部培训Chapter 1 Home Office Training 第一章 总部办公室培训工作范围1. Orient

14、ation 入职培训Home Office总部Supercenter/Club 购物广场/会员店Format 形式 2 full day 2整天 30-60-90 OrientationTime Schedule时间 On a monthly basic 每月一次 The 1st, 30th, 60th and 90th day入职第1，30，60和90天Content内容 Day 1:Wal-Mart History, Wal-Mart Today, Wal-Mart Culture第一天：沃尔玛历史、今日沃尔玛和沃尔玛文化 Day 1: History, Handbook (3 Basic

15、 Beliefs, Ethics, General Rules, Policies, Benefits Overview)第1天：沃尔玛历史、员工手册(3项基本信仰、基本规范、政策和工资福利概述) Day 2: C&B, Wal-Mart Policies and General rules, LP, ISD and Orientation Test第二天：工资福利、沃尔玛政策、防损知识，ISD知识和入职培训测试 Day 30: C&B, Terminology, Business Philosophy第30天：工资福利、術語、經營哲學 Day 60: No Quit Policy, Care

16、er Development and Grass Roots Meeting第60天：離職挽留政策、職業發展機會、草根會議 Day 90: Transfer Policy and Orientation Test第90天：離職政策、入职培训测试2. English Training 英文培训2.1Objective 目的To prepare our associates to be more proficient in English for better communication and perform their job duties to cater for the business

17、needs, we started our English Training in April of 2000.为使公司员工更熟练地运用英语进行沟通并迎合公司发展需求，我们于2000年4月开始英语培训课程。2.2The first Stage (from April to November, 2000) 第一阶段 (2000年4月至11月)In this period, our company provided an opportunity to learn English to as many people as possible and our English Training mainl

18、y focused on the oral speaking.在这个阶段中，公司为尽可能多的员工提供学习英语的机会，我们的英语培训主要着重于口语方面。2.3Details of each class 每个班的具体事宜:Class A A班 Basic level初级水平 6 months program, 3sessions a week with 2 hours a session, totally 150 hours课程为期6个月，每周3节课，每课2小时，共计150小时 For 4 DGMs上课对象:4位营运总经理/副总 Class time: Monday, Wednesday and

19、Friday morning, from 7:30am to 9:30am上课时间:每周一、三、五早上，7：30am-9:30am Class Venue: Conference room, 6/F, Home Office上课地点：总部六楼会议室Class B1 B1班 Intermediate level中级水平 3 months program, 1 session1 a week with 2 hours a session, totally 24 hours课程为期3月，每周1课，每课2小时，共计24小时 For Home Office key managers 上课对象:总部部门经

20、理 20 participants参加人数：20人 Class time: Tuesday morning, from 7:30am to 9:30am上课时间:每周二早上，7：30am-9:30am Class Venue: Conference room, 5/F, Home Office上课地点：总部五楼会议室Class B2 B2班 Basic level初级水平 3 months program, 1 session a week with 2 hours a session, totally 24 hours课程为期3月，每周1课，每课2小时，共计24小时 For Ops. DM

21、and above and Home Office key managers上课对象:总部部门经理 10 participants参加人数：10人 Class time: Thursday morning, from 7:30am to 9:30am上课时间:每周四早上，7：30am-9:30am Class Venue: Conference room, 6/F. Head Office上课地点：总部六楼会议室Class C C班 Basic level初级水平 One and a half months program, 2 sessions a week with 2 hours a s

22、ession, totally 24 hours课程为期一个半月，每周2课，每课2小时，共计24小时 For Home Office general associates上课对象:总部办公室普通员工 30 participants参加人数：30人 Class time: Wednesday night from 7:00pm to 9:00pm and Saturday afternoon form 2:00pm to 4:00pm 上课时间:每周三晚上7：00am-9:00pm, 和每周六下午2：00pm-4:00pm Class Venue: Conference room, 5/F, H

23、ome Office上课地点：总部五楼会议室Class D D班 In KunmingD班设在昆明 Basic level初级水平 3 months program, 3sessions a week with 2 hours a session, totally 74 hours课程为期3个月，每周3课，每课2小时，共计74小时 For B Grade and above上课对象:总部办公室普通员工 30 participants参加人数：30人 Class time: Monday, Wednesday and Friday morning, from 7:30am to 9:30am上课

24、时间:每周一、三、五早上，7：30am-9:30am2.4The next stage (for year 2001) 下一阶段(2001年)In order to improve our English training quality continuously and ensure having a better result for further English Training, we make some changes to the format of the class. 为了继续提高我们的英语培训质量，确保取得更好的效果，我们对课程形式做了一些改变。 We will focus

25、 more on the quality of English Training in the next stage. We will start roll out reading, listening, and writing in the next stage so that our associates will be more proficient in the different skills on English.在下一阶段，我们将更着重于英语培训的质量，为此我们将全面涉及听、说、读、写四个方面来使我们的员工更熟练掌握各项英语技巧。Here are the details of e

26、ach class以下是每个班的具体事宜:Class one Intermediate level中级水平 2 months program，2 sessions a week with 2 hours a session, totally 36 class hours课程为期2个月，每周2课，每课2小时，共计36小时 20 participants参加人数：20人 Class time: Tuesday and Thursday night, from 7:00pm to 9:00pm上课时间:每周二、四晚上7：00pm-9:00pm Class Venue: Conference room

27、, 5/F. Head Office上课地点：总部五楼会议室Class two Basic level上课地点：总部五楼会议室 2 months program，2 sessions a week with 2 hours a session, totally 36 class hours课程为期2个月，每周2课，每课2小时，共计36小时 20 participants参加人数：20人 class time: Wednesday night and Friday night, from 7:00pm to 9:00pm上课时间:每周三、五晚上7：00pm-9:00pm Class Venue:

28、 Conference room, 5/F. Head Office上课地点：总部五楼会议3. Library 图书馆 In order to improve our associates and meet their job requirement, China Home Office Library was set up from May 5,2000.The Library is accessible to all Shenzhen Overhead Office associates. Books on topics such as leadership, time managemen

29、t, customer service, negotiation, self-development and team building etc. are available. There are about 300 books at present. The Library is located on the 6/F of Shenzhen Overhead Office. And the library service is from 12:00 noon to 1:00pm on every working Monday, Wednesday, and Friday.为提高员工工作素质，

30、满足工作需求，图书馆于2000年5月5日成立。其面向沃尔玛深圳总部全体同事。图书馆提供关于领导艺术、时间管理、顾客服务、谈判、自我发展及团队建设等方面书籍，目前藏书近300册。图书馆设在沃尔玛中国总部办公室六楼，借阅时间为周一、周三及周五中午十二点至下午一点。3.1Borrowing Steps 借书步骤： Read carefully the Guideline posted on the 6/F, bulletin board. 阅读借书须知(贴在六楼布告栏)。 Show your Associate badge while you borrow the book. 借书时请出示工牌。 F

31、ill out the Registration Log填写借阅登记表。 Return the book within two calendar weeks. Complete the Returning Date and Signature column on the Registration Log两周内归还，填写 借阅登记表归还期栏并签字确认 借阅完毕。 3.2Guidelines 借书须知： Take good care of the books and do not make any notes on the books. 请爱护书籍，勿在书上涂写。 Only 1 book may

32、be checked out once by one person. 每人每次只限借一本书。 Due day is 2 calendar weeks from the date of checkout.限两周内归还。 Borrowed book could be renewed for one more weeks at the end of the 2nd week if needed. All borrowed items should be returned on or before the due day, or a delay fee will be charged to the r

33、esponsible associate. The delay fee is RMB 1 per day per book if date of return overdue. 如两周内未读完所借书籍，可续借一次，期限为一周。过期一天，罚款人民币一元，以此类推。 Should the books be lost, defaced, damaged, or not returned within 30 days from the due day, the responsible associate will be charged twice as much as the book price o

34、r a replacement of two copies of the lost. 丢失、破损或过期30天未归还所借书籍，将按书价的两倍金额赔偿所借书籍。 Books are borrowed by associate in person. 不允许代他人借书。4. Training Center 培训中心Wal-Mart China Training Center has 120 square-meter, maximum with 48 seats, located on the 2nd floor of Sams Club # 6505. This training Center is

35、mainly used for management training classes, such as Walton Institute, Leadership Foundation etc. This Center is also used for other important training sessions that multi-media equipment are to be used.沃尔玛中国培训室大小为120平方米,最多容纳48人，位于山姆会员店2楼，主要用于管理层培训课程，如沃尔顿学院，领导艺术培训等，以及其他需要使用多媒体设备的培训课程.Available equip

36、ment includes 6 round tables, laptop computer, LCD projector, DVD, VCR, flip chart stands, Hi Fi Amplifier etc.可用设备包括6张圆桌,镭射投影仪,DVD,录像机,翻页板,高保真放音设备等.4.1Wal-Mart Training Center Guidelines沃尔玛中国培训室指南： To use Wal-Mart China Training Center, please contact Head Office Training Co-ordinator Susan Guo at

37、5623288-8308/8309 for reservation. 使用沃尔玛中国培训室,请与总部办公室培训协调员Susan Guo联络预订事宜，电话：5623288-8308/8309. Training Center may be reserved at least 15 days prior to the date of event. It may not be booked for weekly meeting. 培训室应在课程开始15天之前预订。培训室不能作每周例会使用。 Training Center will remain locked when not in use. Aft

38、er being authorized, the reserving department may check out the room from the Cash Office of Sams Club # 6505. 培训室不使用时应上锁。预订部门被授权后，可从山姆会员店现金房取得培训室钥匙。The reserving department is responsible for setting up the room and returns it to the default setting. The reserving department is also responsible for

39、 cleaning the room after the event has taken place. Training rooms will be inspected by Sams Training Coordinator at the first working day after the event.预订部门应负责布置房间，使用完毕后，将培训室恢复原状.预订部门还应在课程结束后做好清洁工作。山姆会员店培训协调员将于课程结束后的第一个工作日检查培训室。 In case the Training Center previously reserved is needed for other

40、urgent uses, the Overhead training department reserves the right to cancel the reservation however will notify in advance.如果已被预订的培训室需要用于其它紧急事宜,总部培训部门保留取消预订的权利，不过会提前通知预订部门。4.2Attentions in Using the Training Room培训室使用注意事项 Key 钥匙 Please borrow and return within the same day.当天借用, 当天归还。 Walls 墙壁 Please

41、 do not use two-side tape. Use one-side tape to the need of class.勿用双面胶贴上墙壁，如是课堂需要，可使用单面胶纸。 LCD Projector LCD投影仪Please do not power on/off too frequently. Turn off the general power upon the full stop of heat-fan. Pay attention not to press with finger the button of remoter as it is made out of soft

42、 glue.不可反复开/关仪器。关闭时需等至散热风扇停止之后，方可关闭总电源。 Hi Fi Amplifier BOSE自由空间6号功放Please turn the volume of Hi Fi Amplifier to the minimum before tune on/off the power. 开/关电源之时，请首先将功放声量控制板，调至最小，然后再开/关电源，这样可避免电流冲击扬声器的寿命。 Flipchart 翻页板 The Flipchart could be written with whiteboard pen only and cleaned by Eraser on

43、ly. Do not clean the Flipchart with any chemical cleaner.Flipchart翻页板上只可用whiteboard白板笔书写，并只可用板擦擦拭。请勿用任何清洁剂擦拭白板。 Drink Machine 饮水机Do not turn the power on when there is no water.请勿在没有水时打开加热开关。 Retractable screen for LCD 投影屏幕Do not scratch or touch the retractable screen for LCD with the figure, pen or any other subjects.