Cashier Division project文档格式.docx

1、 Security: to reassure the customer Integration to the neighborhood: Customer Meetings, recruitmentIII- RESULTS Following of the turnover Management of the expenses （packaging, paper rolls, labor costs, medical expenses） To contribute in the fight against Unknown Markdown Following of the Ratio Liab

2、ility: Management of the customers suggestions & complains, polyvalence Training/Information:-To train and follow the effects of the training -To develop the information and to communicate it Recognition:-To associate the collaborators of the Cashier Division to the life of the store-To develop the

3、potentiality of everybody-Presentation of the team to the Head-Office once a year-To have an individual project Supporting Recruitment, coaching, following of G.D.I. THE VALUES OF THE AUCHAN PROJECTI- THE OBSESSION OF THE SATISFACTION OF THE CUSTOMERII- TO MAKE THE PEOPLE OF THE COMPANY GROWIII- TO

4、PRESERVE THE QUALITY OF LIFE AND THE SURROUNDINGSI- THE OBSESSION OF THE SATISFACTION OF THE CUSTOMER The success and the future of our stores depend on our ability to satisfy the greatest majority of our customers.To reach this goal, we should:- make the life easier for our customers - respect our

5、customers- listen to our customers- care of any discontent of customers- be a partner of the customer- allow them to approach their mental peak- consider each collaborator- train and develop their professionalism - give them responsibilities- encourage them to work as a team- to listen and exchange-

6、 informIII- TO PRESERV THE QUALITY OF LIFE AND THE SURROUNDINGSTheres a permanent worry to preserve the quality of life and the surroundings.For this, we should:- reduce all the nuisances resulting from our activity to a strict minimum- develop pleasant point of sales, functional, complementary for

7、what it concerns the services offered to the customers, well-designed and integrated on the site and capable of facilitating and trimming the life of our customers- be part of the neighborhoodTHE MISSIONS OF THE SECTION MANAGER I- A COMMERCIALII- A MANAGER OF RESULTSIII- A MANAGER OF PEOPLEIV- A TEC

8、HNICIANV- A PARTNER/CLIENTCOMMERCIAL POLICY-By the follow-up and the promotion of commercial actions or services of the store-By the knowledge of the store-By the spread of customers remarks and reactions, because even the most innocent remark can have its importance. To arouse the customers desire

9、of saying what they have seen in the store WELCOMING OUR CUSTOMERS-By the setting-up of a pleasant “checking-out” for the customer -By the settlement of disputes with diplomacy while preserving the image of the company-By the appearance, the courtesy, the cleanliness, the user-friendliness, the exem

10、plarity.STEADY CUSTOMER FLOW-By a good forecasted working load-By the best “checking-out”-By anticipation and reaction-By the measurement （to know how to evaluate the number of customers at any moment）-By the publication of resultsINVOLVEMENT IN THE OTHER TRADE DIVISIONS-By the knowledge of the comm

11、ercial actions and of the services offered by the store-By the transmission and the processing of the customers complains and suggestions-By the help, the support and the advice during commercial operationsMAINTENANCE OF THE EQUIPMENT-By the setting-up of preventive actions. The cashier section mana

12、ger is responsible for any technical problem that can occur on the mainline-By the sensitization of the cashiers to a good use and to the maintenance of the basic equipment and of the quarters -By a good coordination between the cashier division and the technical divisionCASHIER DIVISION REGULATIONS

13、 AND PUNISHMENTS-All the regulations have not only been written to constrain the people but also to protect them-To respect and control the application of the regulations. Be careful, the regulations are written but are not steady, we can eventually modify them under the condition that the requested

14、 target is reached -To know perfectly the procedures. The steady ones: for example, no item can leave the store without having been recorded, and the non-steady ones, the ones that we can make evolve. RELIABILITY OF THE OBJECTIVES -To participate to the elaboration of the objectives of the division

15、with the division manager:-Turnover, Sales by hours, activity, productivity-Potential of the meeting hours, training hours, etc-Reliability and use of the historical reports-To respect the labor costs and the general expenses-To measure and analyze the previous day turnover and results, day by day,

16、at every posts in the divisionOPTIMIZATION OF THE EFFICIENCY -By the training-By the control of the individual productivity （item/hour, customers/hour）-By the sensitization on the subject （publication of the results, GDI, cashiers follow-up）INTERNAL CONTROL & UNKNOWN MARKDOWN -By the application of

17、the internal regulations: reliability of the tenders, control of the vouchers-By the fight against unknown markdown: hermiticity of the mainline, trolleys control, work in collaboration with the security and the accounting, training and follow-up of the cashiers by using trapped- trolleys GENERAL EX

18、PENSES-Follow-up of the objective expenses in % and in French francs （plastic bags, uniforms）-Respect of the Auchan standards-Follow-up and quality controlMANAGEMENT OF THE PERIPHAL POSTS-Knowledge of the other tasks managed by the division （Cash-Office, Customer Service, Switchboard）-Organization o

19、f the teams-Follow-up and control of the activities-Care about the polyvalenceRECRUITMENT & INTEGRATION-Precision of needs: dont recruit staff for 25 hours a week and make them work 30 hours a week-Quality of recruitment; collegial decisions with the division Manager -Welcoming, integration and coac

20、hing of the teamANIMATION OF TEAMS-Responsible of a group of cashiers: he knows how to listen, analyze, decide, delegate, control, follow: he balances the workloadsMEETINGS -Preparation and choice of the themes （once a month）-Respect of frequencies-Animate, listen, make participateTRAININGS -To dete

21、ct the needs-To respect the objectives and the engagements-To control the acquired knowledge （debriefing）COACHING-Valorization of successes: definition of progress axes-Monthly interview-Punishment of offsideMANAGEMENT OF THE INDIVIDUAL POTENTIALS-Detection of the possibilities of people evolution -

22、To make the people responsible-Delegation-Will to make the people growKNOWLEDGE OF THE LEGISLATURE-Labor contract-Schedules organization-Trade UnionsKnowledge of the management tools: MIGKnowledge of the cashier system: EurostoreV- A PARTNER/CUSTOMERIn the team -Complementary （personality and well-b

23、eing） -Solidarity -Sharing of his knowledge -Contributor of new ideas in the global organization of the divisionIn the synergies-Participation-Contribution of his knowledge and experiences-Spokesman of his storeContribution to the ethic and the social politicsTHE MISSION THE SUPERVISOR III- A TECHNI

24、CIANIV- AN ANIMATOR-Welcome the customers-Listen to the customers-Serve the customers, commercial actions-Responsible of the customer flow-Maintenance, cleanliness of the mainline-Securization-Security of the people and goods-Respect of the procedures-Management of the mainline （customer flow, rests

25、, ratio）-Internal control of the unknown markdown-Exploitation of the cashier system-Cashier techniques-Technical maintenance-Animation, training, assistance-Appreciation, valorizationTHE CASH-OFFICE STAFF-Ensures the controls of opening and closing operations of the cashiers-Under the authority of

26、the section manager, she is responsible of the funds movements and the cash of the store-Guarantees the respect of the proceduresTHE CASHIER-Welcomes and gives information to the customers-Is the ambassador of the image of the company-Ensures the recording and the collecting of the items, in the res

27、pect of the procedures of reliability and fight against unknown markdownTHE CUSTOMER SERVICE CASHIER-Welcomes, gives information and reimburses the customers-Is the guarantor of refunding and exchanging procedures-Detects, informs and gets in touch with the rollers for price anomalies-Manages the se

28、rvices-Is able to take initiatives and responsibilities when dealing with customers CASHIER SECTION MANAGER JOB DESCRIPTIONCOMMERCE:-He gives life to the commercial policy of the store and is involved in transmission and treatment of customer feedback in the section and in the store-He is answerable for the bearing and the standard of the welcoming of the cashiers -He aims for the customer satisfaction and the service quality-He is responsible for: A steady customer flow at the cash terminal