Walmart百货公司零售企业门店管理沃尔玛超级市场 培训体系-2.doc

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1、TrainingStore Training Coordinator培训店內培训协调员Chapter 2 In-Store Training Coordinator Working Procedure第2章 店内培训协调员工作程序1.Store Training Coordinator Job Description店内培训协调员工作描述Responsible for all Organization, coordination and following-up of store training全面负责商场培训工作的组织、协调和跟进1.1 Orientation 30-60-90 新员工入职

2、培训及员工入职30/60/90天的培训；1.2 Follow up on-the-job training of new associates and transferred associates, collect and keep training matrix. 跟进新员工、转职员工现场工作培训及培训模式的收集存档；1.3 Do the annual needs assessment job and make the retraining plan. 进行员工年度现场工作测试及再培训计划的制定；1.4 Make the Vendor training investigation, be a

3、 coordinator and following up it. 进行供应商培训调查和供应商培训的协调及跟进；1.5 Conduct the training needs survey, decide the training article and carry out the specific training. 进行培训需求调查，制定培训主题，组织专题培训； 1.6 Establish and manage the sponsor program; conduct the train the trainer class. 员工指导队伍的建立和管理及培训培训员课程讲解；1.7 Coordi

4、nate and follow up store management training. 协调跟进商场管理层培训；1.8 Follow up MT training. 跟进见习管理人员培训；1.9 Coordinate the operations training for Home Office associates. 协调总部各部门的营运知识培训；1.10 Coordinate new store associates training. 调新店同事培训需求培训的相关事宜；1.11 Vendor promotion agent training. 供应商促销员培训； 1.12 Non-m

5、anagement and management training records management and maintenance. 员工、管理层培训档案的管理及维护。Wal-Mart China CO.,LTD.- Confidential - 07/26/22沃尔玛中国有限公司-机密-Page 49 of 492. Orientation 30-60-90 process 30/60/90入职培训工作流程2.1Orientation day onelength:7 - 8 hours入职第一天培训时長：7 - 8 小时2.1.1 Basic process 基本流程：Prepare

6、Start Welcome/Introduction History (“The beginning and the difference” video),Wal-Mart Today, Culture Policies Store Information(hand out “how much do you know about your store”) Store tour guided by DGM/Risk Control Tour LP knowledge(“All Kings horses” video) Customer Service(“The magic of a blink”

7、 video) Questions and Answers Send out shift schedule, uniform, badge, training matrix and handbook(for full-time associates) End准备工作 开始 沃尔玛招呼、口号、欢迎新同事 自我介紹、认识新同事 沃尔玛历史(看历史及文化录象)、今日沃尔玛、文化介紹 政策讲解 商场信息(发放“商场知多少”) 副总帶領新同事巡店、总管理巡視 防損知识培训(看“所有皇帝的马”) 顾客服务培训(看“一眨眼的魔力”) 疑难解答 发放排班表、工服、工牌、培训模式、员工手冊(全职员工) 結束2.

8、1.2 Remarks 注意事项： There must be a break every other hour and one hour lunchtime during Orientation day one. 训期间应包括一小时的午餐时间和適当的休息时间 You can hand out associate handbooks to new part-time associates for reference during lunchtime. 对于兼职员工可在午餐完毕后发放员工手冊以供参考 Orientation day one should include but not limit

9、 to the above contents.培训內容应包括但不限于以上部分，可自行做相应调整2.1.3 Preparation 准备 Confirm the new associates training time, headcount and department with R&A.与招聘组确定新员工入职培训时间、新员工人数及新员工所属部门。 Contact LP sponsor, let him know the training time, location, headcount in order to make him convenient to prepare training c

10、ontent and safety handbooks.联系防损部员工指导，告知其防损知识培训时间、培训地点、新员工人数，以方便其准备培训内容及安全手册。 Share the information of new associates orientation day one and invite the management to attend it.分享新员工入职信息(如在商场管理层会议)，邀请各级管理层参加。 Make sure a DGM on duty to guide the new associates to tour in store .确定一名当班副总，与其商討新员工巡店事宜。

11、 Check new associates name list, confirm how many people need to have cashier training and their names, contact CSM who is responsible for the training to determine the training shift order, location and sponsor. Prepare the cashier training attendance sheet and remind CSM to prepare cashier trainin

12、g matrix.(This step neednt to carried out if there is no specific requirement in a store).核查新员工名单，确定需参加收银培训人数及人员名单，与前台负责培训的CSM联系，共同确定培训班次、培训地点及培训指导。同时准备收银培训签到表，并提醒前台CSM准备收银员培训模式。(視该店是否于此时安排收银培训而定) For the new associates who neednt to have cashier training, you should contact the relative departments

13、, let them know when the associates will report on duty, get well known the new associates work shift schedule and the sponsor on duty that day. 对于无需参加收银培训的新员工，与相关部门联系，告知新员工到部门的日期，了解新员工当日的排班及其培训指导。 Contact associate canteen supervisor, let him know the number of new associates arriving and the lunch

14、 hour.联系员工餐厅负责人，告知新员工人数及就餐时间。 Prepare the following stuff准备如下资料:q Attendance sheet 签到表q Confirmation sheet of associate handbook 员工手冊签收表q Uniform application form 制服申请单q Locker application form 工衣柜申请单q Lunch application form 临时用餐申请单q Orientation guide 入职培训导向q How much do you know about your store 了解

15、你的商场q Training matrix 员工培训模式q Associate handbook (for full-time associate only) 员工手册(适用于全职员工) Prepare the following things准备如下物品：q TV/Video machine 电视/录像机q Projector 幻灯机q Transparencies 投影胶片 q Desk and chairs 桌椅q Plastic Cups 水杯q Videotape 录像带：History Culture - “The beginning and the difference” 历史文

16、化 创业与非凡Customer Service - “The magic of a blink” 顾客服务 眨眼间的魔力Loss Prevention - “All kings horses” 防损知识 所有皇帝的马2.1.4 Begin 开始 Start your training with smile and enthusiasm. No matter how many times you have had, for the new associates, the content of the orientation is fresh knowledge.微笑和热情开始你的培训，无论你曾经

17、讲过多少次同样的内容，对于新员工来讲，都是新知识。 Taking part in the Orientation will be the first time for the new associate getting to know Wal-Mart. Your attitude will influence their impression towards Wal-Mart directly.入职培训第一天培训是新员工对沃尔玛的第一次全面接触，您的态度影响他們对沃尔玛的信任程度。 Never forget Wal-Mart Greeting and Wal-Mart cheer永远别忘了沃

18、尔玛招呼和沃尔玛口号。Taking rest is as important as studying (have a rest every other hour!)学习很重要，休息也很重要(1小时左右休息一次)。 Ensure every event connects well.保证每一项培训内容衔接良好。 Dont shirk your responsibilities! Its your business to listen to the new associates carefully and solve their problems!不要推卸！认真聆听并解决员工的疑问是你义不容辞的责任

19、。 Let the new associates know their work schedule(shift、department and sponsor)将新员工的工作安排（工作时间、部门及联系人）告知新员工2.1.5 Ending 结束 Copy the attendance sheet. Calculate the new associates training hours, then, sign on it. Give it to C&B colleagues 将签到表复印一份，统计新员工培训工时。签名后，将此份签到表交工资福利组同事。 Put the attendance shee

20、t into a folder for latter reference.将签到表存档备查。 Hand out training matrix and let them sign-up for Orientation Day One. 发放培训模式給新员工并于第一天培训栏签名。2.230 Day Follow-up SessionLength:1 - 1.5 hours 30天回顾会时长：1 - 1.5小时2.2.1 Basic process 基本流程：Prepare Start Wal-Mart Greeting and Wal-Mart cheer Benefits Wal-Mart t

21、erminology Questions / Answers Discuss the answer of “How much do you know about your store” Check Training Matrix End准备工作 开始 沃尔玛招呼、口号 工資福利讨论 沃尔玛术語 询问工作感受、问題解答 讨论“商场知多少”答案 收发培训模式 结束2.2.2 Prepare 准备 Make sure 30 day follow-up session date, time, location and the associates names in advance, inform th

22、e management by memo to facilitate them having enough time to adjust their shift schedule and remind the new associates to attend it on time.提前确定30天回顾会的时间、地点及參加人员名单，(以备忘录的形式)通知管理层，方便他们有充裕的时间调整排班，通知学员按时参加。 Put the memo on the training board and the associates pass.将备忘录的复印件贴在员工通道及培训宣传栏处。 Contact perso

23、nnel manager or C&B colleague, let him /her know the training time and location.联系人力资源经理及工资福利组同事，告知培训时间及地点。2.2.3 Begin 开始 Prepare classroom and attendance sheet.准备课室及签到表。 Prepare the training matrix which have been handed in and let the associates sign-up for the training.准备已交回的培训模式，待培训后签名确认。 Start

24、your training with Wal-Mart Greeting and Wal-Mart cheer.以沃尔玛招呼和沃尔玛口号开始你的培训。 Introduce Wal-Mart terminology.介绍沃尔玛术语 Ask the new associates the feeling of the 30 days. Listen to them carefully and give them enough time to express.询问新员工在30天工作中的感受。永远以积极的心态去聆听，给员工充分的时间表达他们的观点。 Discuss the answer of “How

25、much do you know about your store”.交换了解你的商场的答案。 Ask the new associates the problems about benefits, invite personnel manager or C&B colleague to discuss the problems with them.问员工在工资福利方面的疑问，请人力资源经理及工资福利同事为新员工解答。 Write down all the questions .将新员工提到的所有问题记下来。 Hand out the training matrix and let the n

26、ew associates sign-up for 30 day follow-up session.新员工需在培训模式上30天回顾签名栏中签名确认。 Collect the finished training matrix, ask the associates who havent finished it the reason and follow up them.回收员工签名确认已完成现场工作培训的培训模式，对于未完成培训模式的同事询问原因并及时跟进。2.2.4 End 结束 Copy the attendance sheet and calculate the new associat

27、es training hours, then, sign on it and give it to C&B colleagues.统计新员工培训工时，签名后，将签到表复印一份一并交工资福利组同事。 Put the attendance sheet into a training file for latter reference.将签到表归档保存备查。 Follow up all the questions that the new associates put forward, ensure the problems will be solved as quickly as possibl

28、e and feedback to the new associates.跟进新员工提到的所有问题，确保所有问题都得到解决，并及时反馈给提出问题的新员工2.360 Day Follow-up Session Length:1 - 1.5 hours 60天回顾会时長：1 -1.5小时2.3.1 Basic process 基本流程：Prepare Begin Career opportunity in Wal-Mart, No quit policy, Grass root meeting process Five commitments Questions/Answers End准备工作 开

29、开始 沃尔玛事业发展机会、挽留政策、基层会议 五项承诺 答疑 结束2.3.2 Preparation 准备 Make sure 60 day follow-up session date, time, location and the associates names in advance, inform the management by memo to facilitate them having enough time to adjust their shift schedule and remind the new associates to attend it on time.提前确

30、定60天回顾会的时间、地点及參加人员名单，(以备忘录的形式)通知管理层，方便他们有充裕的时间调整排班，通知学员按时参加。 Put the memo on the training board and the associate pass.将备忘录的复印件贴在员工通道及培训宣传栏处。 Connect with GM/DGM, let him know the training date, time and location.联系总经理，告知培训时间及地点。 Prepare classroom and attendance sheet.准备课室及签到表 Prepare the training m

31、atrix for the new associates of this time and let them sign their names for latter reference.准备该批员工已完成并交回的培训模式，待培训后签名确认。2.3.3 Begin 开始 Start your training with Wal-Mart Greeting and Wal-Mart cheer.以沃尔玛招呼和沃尔玛口号开始你的培训。 Ask the new associates the feeling of the 60 days. Listen to them carefully and giv

32、e them enough time to express.询问新员工在60天工作中的感受。永远以积极的心态去聆听，给员工充分的时间表达他们的观点。 Invite GM/DGM to introduce the career opportunity、no quit policy and the grass root meeting.请总经理进行事业发展、挽留政策和草根會議的基本过程的介紹。 Introduce five commitments.介绍沃尔玛五项承诺。 The new associates need to sign-up for the 60 Days Follow-up sess

33、ion on the training matrix for latter reference.新员工需在培训模式上60天回顾签名栏中签名确认。 Collect the finished training matrix, ask the associates who havent finished it the reason and follow up them.回收员工签名确认已完成现场工作培训的培训模式，对于未完成培训模式的同事询问原因并及时跟进。2.3.4 End 结束 Copy the attendance sheet and calculate the new associates

34、training hours, then, sign on it and give it to C&B colleague.将签到表复印一份，统计新员工培训工时。签名后，将此份签到表交工资福利组同事。 Put the attendance sheet into a training folder for latter reference.将签到表归档保存备查。 Follow up all the questions that the new associates put forward, ensure the problems will be solved as quickly as poss

35、ible and feedback to the new associates.跟进新员工提到的所有问题，确保所有问题都得到解决，并及时反馈给提出问题的新员工。2.490 Day Follow-up SessionLength:1 - 1.5 hours 90天回顾会时長：1 - 1.5小时2.4.1 Basic process 基本流程：Prepare Begin Performance Appraisals Transfer Policy Review all the important articles of Orientation Questions/Answers Orientati

36、on Post Test Collecting Training Matrix End 准备工作 开始 工作表现评估讲解 转职政策 回顾入职培训內容、答疑 岗位训测试 結束2.4.2 Prepare 准备 Make sure 90 day follow-up session date, time, location and the associates names in advance, inform the management by memo to facilitate them having enough time to adjust their shift schedule and r

37、emind the new associates to attend it on time.提前确定90天回顾会的时间、地点及参加人员名单，以备忘录的形式通知管理层，方便他们有充裕的时间调整排班，通知学员按时参加。 Put the memo on the training board and the associate pass.将备忘录的复印件贴在员工通道及培训宣传栏处。 Prepare classroom ,Attendance Sheet ,Orientation post test papers and answer papers.准备课室、签到表、入职培训测试题、答题卷。 Prepa

38、re the training matrix for the new associates of this time and let them sign their names for latter reference.准备该批员工已交回的培训模式，待培训后签名确认。2.4.3 Begin 开始 Introduce Performance Appraisals工作表现评估讲解。 Introduce Transfer policy.介绍沃尔玛转职政策。 Review the important articles of day one,30 day ,60 day together with th

39、e new associates. 与新员工一起回顾入职第一天培训、30天回顾会、60天回顾会的内容。 Have the Orientation post test and discuss the answer with them 进行测试；测试结束后，讲解测试题答案。 Collect the test paper and answer paper.回收测试题及答题卷。 The new associates need to sign-up for the 90 day follow-up session on the training matrix for latter reference.新

40、员工需在培训模式上90天回顾签名栏中签名确认。 Collect the finished training matrix, ask the associates who havent finished it the reason and follow up them.回收员工签名确认已完成现场工作培训的培训模式，对于未完成培训模式的同事询问原因并及时跟进。2.4.4 End 结束 Copy the attendance sheet and calculate the new associates training hours, then, sign on it and give it to C

41、&B colleagues.将签到表复印一份，统计新员工培训工时。签名后，将此份签到表交工资福利组同事。 Put the attendance sheet into a training file for latter reference.将签到表归档保存备查。 Renew the new associates training records which in the training files (including training time and test result).将新员工入职培训的培训记录在员工培训记录（包括参加培训的时间及测试成绩）文档中更新。 Put the train

42、ing matrix which has been signed by the new associates into the personal file. The new associates should sign their names in the Orientation 30-60-90 training and on-the-job training columns. 将员工签名确认的培训模式存档备查，培训模式上的入职培训30/60/90 及现场工作培训各栏均需有员工签名。3. Cashier Training Process 收银培训工作程序3.1 Overview 收银培训概述

43、 All departments except six departments including back office, LP, Fresh, Appliance, night stocking and so on should have the cashier training. (Every store may decide it depending on its own condition.) 后勤办公室、防损部、鲜食、家电、夜班理货六个部门外，所有部门的新员工均需接受收银培训。(各店根据具体情况而定)Cashier training is trained by FE sponsor or CSM , it will last for three to five days.收银培训主要由前台培训指导(员工指导或CSM)进行，为期三至五天。Training Content 培训內容包括： Cashier Theory收银理论 Customer Service Skill顾客服务技巧 Discrimination of true or fake paper money假钞的识别 POS term