Cashier Division project.docx

Cashier Division project.docx

《Cashier Division project.docx》由会员分享，可在线阅读，更多相关《Cashier Division project.docx（13页珍藏版）》请在冰豆网上搜索。

CashierDivisionproject

THECASHIERDIVISIONPROJECT

Itismadeof4points:

I-CUSTOMERS

II-SURROUNDINGS

III-RESULTS

IV-COLLABORATORS

I-CUSTOMERS

·Timesaving:

0Waitingtime,efficiency,simplificationoftheprocedures

·100%Service:

Deliveries,ticketssales,Taxistation…

·Welcoming:

Welcomingattitude,lightmake-up,tidyuniforms,availability

·0Anomalies

II-SURROUNDINGS

·Nature&Cleanliness:

toactinthewaytoprotectthenature（Plasticbags）

·Security:

toreassurethecustomer

·Integrationtotheneighborhood:

CustomerMeetings,recruitment…

III-RESULTS

·Followingoftheturnover

·Managementoftheexpenses（packaging,paperrolls,laborcosts,medicalexpenses…）

·TocontributeinthefightagainstUnknownMarkdown

·FollowingoftheRatio

IV-COLLABORATORS

·Liability:

Managementofthecustomerssuggestions&complains,polyvalence

·Training/Information:

-Totrainandfollowtheeffectsofthetraining

-Todeveloptheinformationandtocommunicateit

·Recognition:

-ToassociatethecollaboratorsoftheCashierDivisiontothelifeofthestore

-Todevelopthepotentialityofeverybody

-PresentationoftheteamtotheHead-Officeonceayear

-Tohaveanindividualproject

·SupportingRecruitment,coaching,followingofG.D.I.

THEVALUESOFTHEAUCHANPROJECT

I-THEOBSESSIONOFTHESATISFACTIONOFTHECUSTOMER

II-TOMAKETHEPEOPLEOFTHECOMPANYGROW

III-TOPRESERVETHEQUALITYOFLIFEANDTHESURROUNDINGS

I-THEOBSESSIONOFTHESATISFACTIONOFTHECUSTOMER

Thesuccessandthefutureofourstoresdependonourabilitytosatisfythegreatestmajorityofourcustomers.

Toreachthisgoal,weshould:

-makethelifeeasierforourcustomers

-respectourcustomers

-listentoourcustomers

-careofanydiscontentofcustomers

-beapartnerofthecustomer

II-TOMAKETHEPEOPLEOFTHECOMPANYGROW

Toreachthisgoal,weshould:

-allowthemtoapproachtheirmentalpeak

-considereachcollaborator

-trainanddeveloptheirprofessionalism

-givethemresponsibilities

-encouragethemtoworkasateam

-tolistenandexchange

-inform

III-TOPRESERVTHEQUALITYOFLIFEANDTHESURROUNDINGS

There’sapermanentworrytopreservethequalityoflifeandthesurroundings.

Forthis,weshould:

-reduceallthenuisancesresultingfromouractivitytoastrictminimum

-developpleasantpointofsales,functional,complementaryforwhatitconcernstheservicesofferedtothecustomers,well-designedandintegratedonthesiteandcapableoffacilitatingandtrimmingthelifeofourcustomers

-bepartoftheneighborhood

THEMISSIONS

OF

THESECTIONMANAGER

I-ACOMMERCIAL

II-AMANAGEROFRESULTS

III-AMANAGEROFPEOPLE

IV-ATECHNICIAN

V-APARTNER/CLIENT

I-ACOMMERCIAL

COMMERCIALPOLICY

-Bythefollow-upandthepromotionofcommercialactionsorservicesofthestore

-Bytheknowledgeofthestore

-Bythespreadofcustomersremarksandreactions,becauseeventhemostinnocentremarkcanhaveit’simportance.Toarousethecustomers’desireofsayingwhattheyhaveseeninthestore

WELCOMINGOURCUSTOMERS

-Bythesetting-upofapleasant“checking-out”forthecustomer

-Bythesettlementofdisputeswithdiplomacywhilepreservingtheimageofthecompany

-Bytheappearance,thecourtesy,thecleanliness,theuser-friendliness,theexemplarity.

STEADYCUSTOMERFLOW

-Byagoodforecastedworkingload

-Bythebest“checking-out”

-Byanticipationandreaction

-Bythemeasurement（toknowhowtoevaluatethenumberofcustomersatanymoment）

-Bythepublicationofresults

INVOLVEMENTINTHEOTHERTRADEDIVISIONS

-Bytheknowledgeofthecommercialactionsandoftheservicesofferedbythestore

-Bythetransmissionandtheprocessingofthecustomers’complainsandsuggestions

-Bythehelp,thesupportandtheadviceduringcommercialoperations

MAINTENANCEOFTHEEQUIPMENT

-Bythesetting-upofpreventiveactions.Thecashiersectionmanagerisresponsibleforanytechnicalproblemthatcanoccuronthemainline

-Bythesensitizationofthecashierstoagooduseandtothemaintenanceofthebasicequipmentandofthequarters

-Byagoodcoordinationbetweenthecashierdivisionandthetechnicaldivision

II-AMANAGEROFRESULTS

CASHIERDIVISIONREGULATIONSANDPUNISHMENTS

-Alltheregulationshavenotonlybeenwrittentoconstrainthepeoplebutalsotoprotectthem

-Torespectandcontroltheapplicationoftheregulations.Becareful,theregulationsarewrittenbutarenotsteady,wecaneventuallymodifythemundertheconditionthattherequestedtargetisreached

-Toknowperfectlytheprocedures.Thesteadyones:

forexample,noitemcanleavethestorewithouthavingbeenrecorded,andthenon-steadyones,theonesthatwecanmakeevolve.

RELIABILITYOFTHEOBJECTIVES

-Toparticipatetotheelaborationoftheobjectivesofthedivisionwiththedivisionmanager:

-Turnover,Salesbyhours,activity,productivity

-Potentialofthemeetinghours,traininghours,etc…

-Reliabilityanduseofthehistoricalreports

-Torespectthelaborcostsandthegeneralexpenses

-Tomeasureandanalyzethepreviousdayturnoverandresults,daybyday,ateverypostsinthedivision

OPTIMIZATIONOFTHEEFFICIENCY

-Bythetraining

-Bythecontroloftheindividualproductivity（item/hour,customers/hour）

-Bythesensitizationonthesubject（publicationoftheresults,GDI,cashiers’follow-up…）

INTERNALCONTROL&UNKNOWNMARKDOWN

-Bytheapplicationoftheinternalregulations:

reliabilityofthetenders,controlofthevouchers

-Bythefightagainstunknownmarkdown:

hermiticityofthemainline,trolleyscontrol,workincollaborationwiththesecurityandtheaccounting,trainingandfollow-upofthecashiersbyusingtrapped-trolleys

GENERALEXPENSES

-Follow-upoftheobjectiveexpensesin%andinFrenchfrancs（plasticbags,uniforms…）

-RespectoftheAuchanstandards

-Follow-upandqualitycontrol

MANAGEMENTOFTHEPERIPHALPOSTS

-Knowledgeoftheothertasksmanagedbythedivision（Cash-Office,CustomerService,Switchboard…）

-Organizationoftheteams

-Follow-upandcontroloftheactivities

-Careaboutthepolyvalence

III-AMANAGEROFPEOPLE

RECRUITMENT&INTEGRATION

-Precisionofneeds:

don’trecruitstafffor25hoursaweekandmakethemwork30hoursaweek

-Qualityofrecruitment;collegialdecisionswiththedivisionManager

-Welcoming,integrationandcoachingoftheteam

ANIMATIONOFTEAMS

-Responsibleofagroupofcashiers:

heknowshowtolisten,analyze,decide,delegate,control,follow:

hebalancestheworkloads

MEETINGS

-Preparationandchoiceofthethemes（onceamonth）

-Respectoffrequencies

-Animate,listen,makeparticipate

TRAININGS

-Todetecttheneeds

-Torespecttheobjectivesandtheengagements

-Tocontroltheacquiredknowledge（debriefing）

COACHING

-Valorizationofsuccesses:

definitionofprogressaxes

-Monthlyinterview

-Punishmentofoffside

MANAGEMENTOFTHEINDIVIDUALPOTENTIALS

-Detectionofthepossibilitiesofpeopleevolution

-Tomakethepeopleresponsible

-Delegation

-Willtomakethepeoplegrow

KNOWLEDGEOFTHELEGISLATURE

-Laborcontract

-Schedulesorganization

-TradeUnions

IV-ATECHNICIAN

Knowledgeofthemanagementtools:

MIG…

Knowledgeofthecashiersystem:

Eurostore…

V-APARTNER/CUSTOMER

Intheteam

-Complementary（personalityandwell-being）

-Solidarity

-Sharingofhisknowledge

-Contributorofnewideasintheglobalorganizationofthedivision

Inthesynergies

-Participation

-Contributionofhisknowledgeandexperiences

-Spokesmanofhisstore

Contributiontotheethicandthesocialpolitics

THEMISSION

OF

THESUPERVISOR

I-ACOMMERCIAL

II-AMANAGEROFRESULTS

III-ATECHNICIAN

IV-ANANIMATOR

I-ACOMMERCIAL

-Welcomethecustomers

-Listentothecustomers

-Servethecustomers,commercialactions

-Responsibleofthecustomerflow

-Maintenance,cleanlinessofthemainline

-Securization

II-AMANAGEROFRESULTS

-Securityofthepeopleandgoods

-Respectoftheprocedures

-Managementofthemainline（customerflow,rests,ratio…）

-Internalcontroloftheunknownmarkdown

III-ATECHNICIAN

-Exploitationofthecashiersystem

-Cashiertechniques

-Technicalmaintenance

IV-ANANIMATOR

-Animation,training,assistance

-Appreciation,valorization

THEMISSION

OF

THECASH-OFFICESTAFF

-Ensuresthecontrolsofopeningandclosingoperationsofthecashiers

-Undertheauthorityofthesectionmanager,sheisresponsibleofthefundsmovementsandthecashofthestore

-Guaranteestherespectoftheprocedures

THEMISSION

OF

THECASHIER

-Welcomesandgivesinformationtothecustomers

-Istheambassadoroftheimageofthecompany

-Ensurestherecordingandthecollectingoftheitems,intherespectoftheproceduresofreliabilityandfightagainstunknownmarkdown

THEMISSION

OF

THECUSTOMERSERVICECASHIER

-Welcomes,givesinformationandreimbursesthecustomers

-Istheguarantorofrefundingandexchangingprocedures

-Detects,informsandgetsintouchwiththerollersforpriceanomalies

-Istheambassadoroftheimageofthecompany

-Managestheservices

-Isabletotakeinitiativesandresponsibilitieswhendealingwithcustomers

CASHIERSECTIONMANAGER

JOBDESCRIPTION

COMMERCE:

-Hegiveslifetothecommercialpolicyofthestoreandisinvolvedintransmissionandtreatmentofcustomerfeedbackinthesectionandinthestore

-Heisanswerableforthebearingandthestandardofthewelcomingofthecashiers

-Heaimsforthecustomersatisfactionandtheservicequality

-Heisresponsiblefor:

Asteadycustomerflowatthecashterminal