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,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,大卖场客服部,Department Customer service,2021.4,收 银 服 务,Service cashier,第一阶段工作完成情况,Part 1,一、收银效劳目的与目标Object/target,目的:顾客无需排队,提升收银速度,全员提升效劳质量,Customers do not need to queue up, improve cash register speed, full upgrade the quality of service,目标:1.收银排队人数:Q3,2.门店投诉同比下降:20%,Complaints down 20%,二、收银效劳的现状status,1.收银排队是目前关键问题之一,Cash register queue,1.排班工具需要更加科学、合理、并落实,Scheduling tools need more scientific, rational, and implementation,2.扫描速度需提升,Scanning speed to ascend,3.无法扫描生鲜商品、系统未录等商品太多,Cannot scanning goods Fresh goods、 System does not record ,4.收银设备、磅秤机维护需加强,Cashier equipment 、 To strengthen the scales machine maintenance,5.快速3+1反响较慢,rapid3+reaction slower,2.前台经理、收银主管与员工需系统培训,Staff tanning,3.效劳标准7步曲、播送、寄包柜需加强,Service standard,三、针对现状改善方案Action Plan,1.运用好排班工具,Scheduling,2.完善扫描标准、加强无法扫描与设备收银、磅秤管理,Equipment (cash register, scales) management,3.完善收银7步曲与3+1效劳,service,4.前台经理、主管与收银员的工作执掌需明确,responsibility,5.建立从客服部至门店的培训监督机制,Oversight mechanisms,1.,排班工具,收银排班工具表,The cashier scheduling tool,排班差异检讨表,Scheduling differences. Review,前台经理与收银主管排班管理,The front office manager and cashier competent scheduling management,排班工具收银日排班工具表表一,Scheduling tools Daily scheduling,备注:1.排班人数=总时段工作量/1人时段时间例:工作量75分钟,以1个人30分钟为根底,那么排班人数=75/30=2人,2.主管于周五进行下周排班预估,1日1张,共排出7张一周的表并张贴;,2.当日实际开启机台数由主管在现场每小时登记一次;,3.当日实际工作量是由主管在系统上每小时提取后填写;,3.下周同日机台数预估应在实际开启机台数根底上每日修改;,4.假设预估机台数不准确,需立即启动后备收银或减少调节,但须对明日和下周同日用红笔修改;,收银日排班工具总表(表一),门店编号:,门店名称:,门店机台总数:,星期:,营业时段,7:30,8:00,8:30,9:00,9:30,10:00,10:30,11:00,11:30,12:00,12:30,13:00,13:30,14:00,14:30,15:00,15:30,16:00,16:30,17:00,17:30,18:00,18:30,19:00,19:30,20:00,20:30,21:00,21:30,22:00,同期参考值,工作量,排班人数,排班,预估工作量,收银员排班人数,收银员组成(数),正职,小时工,后备,收银员姓名,实际需求收银员人数,实际工作量,下周同日工作量预估,下周同日机台数预估,排班工具收银排班差异周检讨表表二,Scheduling tools Weekly scheduling,注:人数,8:00,9:00,10:00,11:00,12:00,13:00,14:00,15:00,16:00,17:00,18:00,19:00,20:00,21:00,22:00,工时,英文,预估,/,实际、,英文,周一,英文,预估排班,/,英文,实际排班,/,英文,周二,英文,预估排班,/,英文,实际排班,/,英文,周三,英文,预估排班,/,英文,实际排班,/,英文,周四,英文,预估排班,/,英文,实际排班,/,英文,周五,英文,预估排班,/,英文,实际排班,/,英文,周六,英文,预估排班,/,英文,实际排班,/,英文,周日,英文,预估排班,/,英文,实际排班,/,英文,评核标准: 预估,/,实际 (工时 ) 好,: 95%-105%,;一般,: 90-95%,;,105%-110,;差,: 90%,以下;,110%,以上备注:对“差”的排班做说明,英文,预估合计,英文,实际合计,英文,“差,的检讨:,英文,1.工时=收银人数*工作时间小时例如:周一8点至22点总计用人30人,那么工时=30*1小时为30小时,2.预估排班人数、实际排班人数来源于排班总表数据,预估/实际=每日预估排班工时/每日实际排班工时;,3.每日的占比差在90%以下:说明收银员未到、机台未及时增加等原因;每日占比差在110%以上:说明机台预估严重缺乏,应及时调整下周排班,4.此表由前台经理、收银主管每周周一完成上周检讨,重新改善下周排班,同时排班时结合本卷须知完成排班。,排班工具使用说明和本卷须知,Scheduling tools -instructions,根据过去的销售趋势、来客数营运辅助数据为根底,结合当周档期、天气、促销、活动节庆等,排出一周每天每小时需要开出的收银机台数。每日1张、共7张张贴在公告,normal plan,当日排班与实际排班出现差异,应立即启动收银3+1应急方案;,emergency plan,依据当日排班与实际排班出现差异、立即对次日排班进行更改,并第一时间通知相关部门与员工;,Change plan,根据明天天气、门店促销档期、短期促销,节假日等因素,及时更改明天和下周排班,,Change next plan,前台经理与主管应对每周表二实际排班与预测差异原因进行分析并改善。,Analyze and improve,2.,提升扫描速度,Ascending scanning speed,正确的扫描方法,The correct scanning,标签的正确黏贴方式,减少手输货号,The correct Paste,label methods,扫描仪的保养,Scanner maintenance,扫描速度,正确的扫描方法,Scanning speed -The correct scanning methods,扫描速度,正确的扫描方法,Scanning speed -The correct scanning methods,1.,单手抓取物品,One-handed grab goods,双手扫描,Hands scanning,条形码面向扫描仪,Bar code scanner oriented,扫描成功后一只手放,好物品,同时另一只,手继续抓取物品,扫描速度,标签的正确黏贴,英文,Scanning speed Tag pages correctly,黏贴时尽量条形码在一个平面上,Stick as far as possible,Bar code in a plane,不要弯曲,Dont bend,不要皱折,Dont ruffled,黏贴位置,Paste position,一般为右上角,General for corner,假设为容易扫描可以稍微改变位置,但仍以原有标准为主,扫描速度,标签的正确黏贴,英文,Scanning speed Tag pages correctly,正确,correct,在一个平面上、不弯曲、不皱折,Same plane,Dont bend,、,Dont ruffled,错误,wrong,弯曲,bending,扫描速度,标签的黏贴位置,英文,Scanning speed position.,标签在包装正面,右上角,在,右侧和上侧边缘,标签皱褶、弯曲、且未在边缘上,3.,扫描仪与磅秤机的保养,1,英文,Scanners and scale machine maintenance,1.,扫描仪激光头退化,:,由,门店信息判断是否激光头退化,再找厂商检测,判断是否更新扫描仪,Scanner misbalanced degradation,2.,扫描仪玻璃磨损,:,每日收银主管全面检查,并记录,立即更换,Daily cashier, and record the competent thorough examination, replaced immediately when Scanner glass wear,3.,扫描仪玻璃脏污,:,收银员上下机时进行清洁,随时保持玻璃清洁,The cashier keep glass cleaning,3.,扫描仪与磅秤机的保养,2,英文,Scanners and scale machine maintenance,1.,磅秤机的信息课维护,The scale of information class maintenance machine,每日开店前信息课进行全部检查并记录,check and record,2.,磅秤机课内维护,:,The scale machine in-class maintenance,每日课别主管,3,次检查磅秤机的运转、打印纸、清洁等并记录,The competent three times daily lessons dont check the scale machine operation, printing paper, cleaning, etc and record,3.,磅秤机清洁,:,Make sure the Scale machine clean,司称员随时保持磅秤机清洁、严禁张贴、班前班后清洁,Make sure the scale machine cleaning, forbidden posted,4.完善前台效劳英文Perfect front desk service,收银7步曲,7 step procedure at Cashier,收银3+1快速反响,3+1 Rapid response at Cashier,收银,7,步曲,英文,Cashier 7 step procedure,3.,扫描商品,Scan products,4.,唱付唱收,Receipts,5.,装袋,.,bagging,7.,谢谢光临,Thank you,for coming,6.,活动介绍,Activity,introduced,2.,索会员卡,A card?,1.欢送光临,Welcome to,收银3+1快速反响13+1 Rapid response at Cashier,收银3+1的现场排队时播送,radio,店长立即至现场,店长召集主管到达现场,后备收银立即上机,Supermarket Store Manager,competent,Backup cashier,收银3+1快速反响2英文,增开机台,Increase cash register,装袋人员立即到位,现场引导至增开机台,主管现场帮助收手推车,收银效劳执行、培训、监督机制,英文Cashier service Execution, training, supervision mechanism,高级经理、大卖场客服部,英文,区总、区域兼职客服经理,英文,店总、门店前台经理,英文,门店收银主管,英文,1、每季度召开一次工作检讨会议,2、每月对局部门店用心效劳工作检查一次,3、每季度收集区域汇总区域各部门检查,评分结果,进行评估考核,英文,1、区总巡店时,对门占进行检查,2、区域兼职经理每月对门店检查一次,并,每季度汇总各门店评分结果发总部客服部,3、收集门店问题,指导和帮助门店改进,1,、店长每周,1,次检查排班表,2,、店长每月,1,次检查排班结果,前台经理,1,、每天检查,3,次,记录结果,每周将结果交店长,2,、每月对员工进行培训,1,次,3,、每月,1,日,交排班检讨表区域兼职经理,1,、每天检查,3,次,记录结果,每周将排下周,班并张贴,每周,1,交检讨表结果交店长与,前台经理,2,、每月对员工进行培训,1,次,英文,英文,英文,一个团队,一起成功!,谢谢!,
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