kfc肯德基店长工作实务手册-本科论文.doc

all of them were killed,some were taken to Britain to improve the environment of the beautiful park which belonged to the Duke of Bedford.He liked them so much that he took them all the way from China to Britain.The Milu deer liked the cool,wet weather in England and their number increased year by year.As a result,when in 1985 the government of China wanted to reintroduce the Milu deer,the Duke of Bedford was happy to help.The first deer came back to China to the Nanhaizi Milu Park 20 kilometers south of Beijing and the centre in Dafeng,Jingsu Province.  The deer centainly seem happy to be back in China because their numbers have grown rapidly.There are now so many of them that a new park has been opened for them in Hebei Province.At the moment the Milu deer live in centres where they are being well protected and care for .It is hoped that one day there will be enough animals to let them live in the wild again.So Britain helped China by bringing back an animal that had disappeared from its homeland.This is a good example of friendship and understanding between these two countries. Unit 5 The band that wasn’t Have you ever wanted to be part of a band as a famous singer or musicians? Have you ever dreamed of playing in front of thousands of people at a concert, at which everyone is clapping and appreciating your music? Do you sing Karaoke and pretend you are a famous singer like Song Zuying or Liu Huan? To be honest, a lot of people attach great importance to becoming rich and famous. But just now do people form a band? Many musicians meet and form a band because they like to write and play their own music.They may start as a group of high-school students, for whom practising their music in someone’s house is the first step to fame. Sometimes they may play to passers-by in the street or subway so that they can earn some extra money for themselves or to pay for their instruments. Later they may give performances in pubs or clubs, for which they are paid in cash. Of course they hope to make records in a studio and sell millions of copies to become millionaires! However, there was one band that started in a different way. It was called the Monkees and began as a TV show. The musicians were to play jokes on each other as well as play music, most of which was based loosely on the Beatles. The TV organizer had planned to find four musicians who could act as well as sing. They put an advertisement in a newspaper looking for rock musicians, but they could only find one who was good enough. They had to use actors for the other three members of theband. As some of these actors could not sing well enough, they had to rely on other musicians to help them. So during the broadcasts they just pretended to sing. Anyhow their performances were humorous enough to be copied by other groups. They were so popular that their fans formed clubs in order to get more familiar with them. Each week on TV, the Monkees would play and sing songs written by other musicians. However, after a year or so in which they became more serious about their work, the Monkees started to play and sing their own songs like a real band. Then they produced their own records and started touring and playing their own music. In the USA they became even more popular than the Beatles and sold even more records. The band broke up about 1970, but happily they reunited in the mid-1980s. They produced a new record in 1996, with which they celebrated their former time as a real band. Freddy the frog（Ⅱ） Not long after Freddy and the band became famous, they visited Britain on a brief tour. Fans showed their devotion by waiting for hours to get tickets for their concerts . Freddy was now quite confident when he went into a concert hall. He enjoyed singing and all the congratulations afterwards! His most exciting invitation was to perform on a TV programme called “ Top of pops “. He had to go to London, wear an expensive suit and give a performance to a TV camera. It felt very strange. But as soon as the programme was over, the telephones which were in the same room started ringing. Everybody was asking when they could see Freddy and his band again. They were truly stars. Then things went wrong. Freddy and his band could not go out anywhere without being followed. Even when they wore sunglasses or beards people recognized them. Fans found them even when they went into toilet. They tried to hide in the reading rooms of libraries, but it was useless. Someone was always there! Their personal life was regularly discussed by people who did not know them but talked as if they close friends. At last feeling very upset and sensitive, Freddy and his band realized that they must leave the country before it became too painful for them. So they left Britain, to which they were never to return, and went back to the lake.  必修三 Unit 1 Festivals and celebrations Festivals and celebrations of all kinds have been held everywhere since ancient times. Most ancient festivals would celebrate the end of cold weather,planting in spring and harvest in autumn. Sometimes celebrations would be held after hunters had caught animals. At that time people would starve if food was difficult to find, especially during the cold winter months. Today’s festivals have many origins, some religious, some seasonal, and some for special people or events.  Festivals of the Dead  Some festivals are held to honour the dead or satisfy the ancestors, who might return either to help or to do harm. For the Japanese festival Obon, people should go to clean graves and light incense in memory of their ancestors. They also light lamps and play music because they think that this will lead the ancestors back to earth. In Mexico, people celebrate the Day of the Dead in early Novemver. On this important feast day, people eat food in the shape of skulls and cakes with “bones” on them. They offer food, flowers and gifts to the dead. The Western holiday Halloween also had its origin in old beliefs about the return of the spirits of dead people. It is now a children’s festival, when they can dress up an go to their neighbours’ homes to ask for sweets. If the neighbours do not give any sweers, the children might play a trick on them. Fetivals to Honour People Festivals can also be held to honour famous people. The Dragon Boat Festival in China honours the famous ancient poet, Qu Yuan. In the USA, Columbus Day is in memory of the arrival of Christopher Columbus in the New World. India has a national festival on October 2 to honour Mohandas Gandhi, the leader who helped gain India’s independece from Britain. Harvest Festivals Harvest and Thanksgiving festival can be very happy events. People are grateful because their food is gathered for the winter and the agricultural work is over. In European countries, people will usually decorate churches and town halls with flowers and fruit, and will get together to have meals. Some people might win awards for their farm produce, like the biggest watermelon or the most handsome rooster. China and Japan have mid-autumn festivals, when people admire the moon and in China, enjoy mooncakes. Spring Festivals The most energetic and important festivals are te ones that look forward to the end of winter and to the coming of spring. At the Spring Festival in China, people eat dumpings ifsh and meat and may give children lucky money in red paper. There are dragon dances and carnivals , and families celebrate the Lunar New Year together. Some Western countries have very exciting carnicals, which take place forty days before Easter, usually in February. These carnivals might include parades, dancing in the streets day and night, loud music and colourful clothing of all kinds. Easter is an important religious and social festival for Chiristians around the world. It celebrates the return of Jesus from the dead and the coming of spring and new life. Japan’s Cherry Blossom Festical happens a little later. The country, covered with cherry tree flowers, looks as though it is covered with pink snow. People love to get together to eat, drink and have fun with each other. Festivals let us enjoy life, be proud of our customs and forget ou work for a little while.  A Sad Love Story Li Fang was heart-broken. It was Valetine’s Day and Hu Jin had said she would meet him at the coffee shop after work. But she didn’t turn up. She could be with her friends right now laughing at him. She said she would be there at seven o’ clock, and he thought she would keep her word. He had looked forward to meeting her all day, and now he was alon with his roses and chocolates, like a fool. Well, he ws not going to hold his breath for her to apologize. He would
KFC肯德基
店长工作实务手册
上海善衡餐饮店长管理培训有限公司

一、 店长的身份
二、 店长应有的能力
三、 店长不能具备的品质
四、 店长一天的活动
五、 店长的管理权限
1、人员的管理 2、缺货的管理
3、损耗的管理 4、收银的管理
5、报表的管理 6、卫生的管理
7、促销的管理 8、培训的管理
9、奖惩的管理 10、目标的管理
11、情报的管理 12、对投诉的管理
13、突发事件的管理 14、降低成本的管理
15、安全的管理 16、和总部的联系
17、店面设备的管理 18、保密管理
六、 店长的自我检查
七、 店长的考核

本手册是帮助各营业店的店长，理解自己的职责范围，并更好的完成店长的工作任务。

一、 店长的身份
1、公司营业店的代表人
从你成为店长的一刻起，你不再是一名普通的员工，你代表了公司整体的形象，是公司营业店的代表，你必须站在公司的立场上，强化管理，达到公司经营效益之目标。
2、营业额目标的实现者
你所管理的店面，必须有盈利才能证明你的价值，而在实现目标的过程中，你的管理和以身作则，将是极其重要的，所以，营业额目标的实现，50%是依赖你的个人的优异表现。
3、营业店的指挥者
一个小的营业店也是一个集体，必须要有一个指挥者，那就是你，你不但要发挥自己的才能，还要负担指挥其他员工的责任—— 帮助每一个员工都能发挥才能，你必须用自己的行动、思想来影响员工，而不是让员工影响你的判断和思维。
二、店长应有的能力
1、指导的能力
是指能扭转陈旧观念，并使其发挥最大的才能，从而使营业额得以提高。
2、教育的能力
能发现员工的不足，并帮助员工提高能力和素质
3、数据计算能力
掌握、学会、分析报表、数据]从而知道自己店面成绩的好坏
4、目标达成能力
指为达成目标。而须拥有的组织能力和凝聚力，以及掌握员工的能力
5、良好的判断力
面对问题有正确的判断，并能迅速解决
6、专业知识的能力
对于你所卖西饼、面包的了解和营业服务时所必备的知识和技能
7、营业店的经营能力
指营业店经营所必备的管理技能
8、管理人员和时间的能力
9、改善服务品质的能力
指让服务更加合理化，让顾客有亲切感，方便感，信任感和舒适感
10、自我训练的能力
要跟上时代提升自己，和公司一起快乐成长
11、诚实和忠诚
三、店长不能有的品质
1、 越级汇报，自作主张（指突发性的问题）
2、 推卸责任，逃避责任
3、 私下批评公司，抱怨公司现状
4、 不设立目标，不相信自己和手下员工可以创造营业奇迹
5、 有功劳时，独自享受
6、 不擅长运用店员的长处，只看到店员的短处
7、 不愿训练手下，不愿手下员工超越自己
8、 对上级或公司，报喜不报忧专挑好听的讲
9、 不愿严格管理店面，只想做老好人
四、店长一天的活动
1、 早晨开门的准备（开店前半小时）
A：手下员工的确认，出勤和休假的情况，以及人员的精神状况。
B：营业店面的检查：存货的复核、新货的盘点、物品的陈列、店面的清洁、灯光、价格、设备、零钱等状况
C：昨日营业额的分析：具体的数目，是降是升（找出原因）、寻找提高营业额的方法
D：宣布当日营业目标
2、 开店后到中午
A：今日工作重点的确认 今日营业额要做多少
今日全力促销哪样产品
B：营业问题的追踪（设备修理、灯光、产品排列等）
C：营业店进期的食品进行销售量/额比较
D：今天的营业高峰是什么时候？
3、 中午轮班午餐
4、 下午（1：00~3：00）
A：对员工进行培训和交谈、鼓舞士气
B：对发现的问题进行处理和上报
C：四周同行店的调查（生意和我们比较如何）
5、 傍晚（3：00~6：00）
A：确认营业额的完成情况
B：检查店面的整体情况
C：指示接班人员或代理人员的注意事项
D：进行订货工作，和总部协调
6、 晚间（6：00~关门）
A：推销产品，尽力完成当日目标
B：盘点物品、收银
C：制作日报表
D：打烊工作的完成
E：作好离店的工作（保障店面晚间的安全）
五、店长的权限
1、从业人员的管理
A：出勤的管理：严禁迟到、早退、严格遵守纪律
B；服务的管理：以优质的服务吸引回头客
C：工作效率管理：不断提高每个员工的工作速度和工作的质量
D：对不合格的管理。一般分两种情况：
*对不合格的员工进行再培训
*对无药可救的员工进行辞退工作
2、缺货的管理
缺货是造成营业额无法提升的直接原因，所以，在下订单时，必须考虑营业的具体情况。每隔一段时间，应有意识的增加订货数量，以避免营业额原地不动或不断滑坡
3、损耗的管理
损耗分为内部损耗和外部损耗
店长必须明白损耗对于盈利的影响是极其严重的，在面包的经营中，每损耗一元钱，就必须多卖出3~5元的物品才能弥补损失，所以控制损耗，就是在增加盈利。
A：内部损耗
营业店主要以收取现金为主，是面包店的主要收入。如果在收银的环节上，由于人为的因素而造成损耗，将直接影响你所管理店面的营业额，其中最大的人为因素是偷窃现金或更为隐蔽的盗窃公司财物。
（1）当店员发生下列情况时，店长应提高警觉，观察店员是否有损耗动机
*员工没有请假就擅自离开门店
*店员无证据却怀疑他人不诚实
*收银机内零钱过多（或当天收银不进银行）
*店员的工作态度异常
*店员抱怨报表难以和现金收支核对起来
*店员抱怨收银机有问题
当发生以上问题时，店长应及时调查，知道发现问题的根本原因，并迅速解决。
（2）店员误入歧途时，有几种表现
*先进短溢，所收现金总是少于报表数额，甚至为了配合现金收入制作虚假报表。
*产品短缺，所收西饼数目或结算核查数目时总和报表数目不符和
*员工自己购物，通常将高价物以低价方式购入
*员工给顾客找零时，故意少给
*店员监守自盗
*开门和关门时偷窃产品
*下班或轮休时，偷窃产品或现金
当发生以上情况时，第一要抓住有利证据，第二要坚决开除（上报公司后执行）
（3）作业疏忽产生损耗
*价格牌放置或标识错误
*帐目检查错误
*店门没锁好
*物品有效期已过
B：外部损耗
（1）供货、搬运或勾结员工造成的损耗
*出货单有改过的痕迹
*出货单模糊不清
*在没有点收之前，产品上了货柜
*搬运工快速点收自己送来的产品，并留下出货单
*不让营业员仔细点收
*产品进入店面时，不通知店员
*搬运工快速给店员或店长免费样品，施小恩小惠
*企图威胁检查他的店员
*店员私自向车间订货
*店员对她的工作不快或对公司强烈不满
*员工有不寻常的财务压力
（2）订货和验收不当造成的损耗
*应该订货的产品未订货，而不该订货的却订了
*没有验收品名、个数、品质、有效期、标签
*忘记将验收好的产品上架
解决的方案
----订货要适量，但一段时间要有意识多订一些数目，以提高营业额
----订货前，要严格检查存货量和卖出量
----参考以前的订单
----单笔大订单，应要追踪情况
----核对送货的出货单
----问题产品一律拒收，拒收产品应写明原因并同时签下送货和店长的名字
----暂时没有出货单的产品，必须记下产品的名称数目，以便日后核对
（3）退货处理不当造成的损耗
*面包、西饼的保质期已过的必须退货
*脏、破损的产品必须退货
*没有订货而送到的（除新产品，有通知外）必须退货
*退货单要和实际数目相符，一起送到总部，不能私自处理
*对由人员故意损坏而造成的退货，要追究当事人责任
（4）商品被顾客偷窃的损耗
*顾客带大型的包进店
*顾客携带物品离店，没有付钱
*顾客边走边吃，不付钱
*顾客数人一起进店购物，掩护偷窃
遇到以上情况，店员应随时注意，主动上前服务，以降低偷窃机会
（5）作业错误的损耗
*其他营业调货产品没有记录
*对顾客的赔偿没有记录
*对顾客的优惠没有记录
*临时退、换货没有记录
*促销商品没有记录
*自身用的各类易损耗品没有记录（如扫帚、抹布等）
（6）抢劫而造成的损耗
防止抢劫是夜间营业的必知事项
*店面要明亮
*收银机仅保持一定的现金
*夜间灯光要开亮
*保持警觉性
发生抢劫，应注意事项
*听从劫匪指示
*保持冷静、不惊慌
*仔细观察劫匪特征：年龄、性别、外观、服色、衣着、高度（车子、车牌等）
*事后第一时间报警，维护保持现场，对在场的人，作好劫匪抢劫过程的笔录
*同时通知上级（不要越级通知），暂停营业，张贴内部调整之通告
*静待警方和上级的意见
（7）意外事件造成的损耗
*火灾
*水灾
*风灾
*停电
*打架、斗殴
*人员意外受伤
发生以上之情况，店长应汇报直接上级后，再找相关人员解决问题
4、收银的管理
*收银操作不能误输，错输
*收银机清零要由店长负责
*收银的现金如和帐目不符，应找出原因
*收回的现金要安全保存
*收银要防止个别员工的偷窃行为
5、报表的管理
*报表填写必须正确，签名后不能更改
*要仔细，发现涂改要问明原因
*报表错误，要严格审查
-----哪些卖的好
-----哪些卖的不好
-----找出原因
6、卫生管理
卫生包括店内卫生和店外卫生
A：店内的卫生必须随时清扫，让顾客有一尘不染的感觉，顾客才会回头
B：店外的卫生，也要主动清扫，以免妨碍顾客的走动
清洁卫生是做面包的重要条件，现代的面包店竞争越来越激烈，所以，必须将清洁卫生做的比别人更好，才能吸引顾客。
7、促销的管理
A：促销前：
（1） 促销宣传单张、海报、POP等是否发放
（2） 所有店员是否知道促销活动的各项细节
（3） 促销产品是否供应充足
（4） 促销产品价格是否已经改动
B：促销中：
（1） 产品陈列是否吸引人
（2） 顾客是否注意促销商品的POP
（3） 促销产品的品质是否良好
（4） 店面布置是否突出了促销气氛
（5） 整个促销是否有吸引顾客的效果
（6） 促销中的收银是否发生问题
C：促销后：
（1） 过期的海报、POP、宣传单张（DM）等是否撤下
（2） 产品是否恢复原价
（3） 促销是否达到预期目标
（4） 有什么可以改进
8、培训的管理
对于新店员和不合格的店员必须进行培训
A：训练的方式：
（1） 就职前训练：讲授、观摩、试做、见习、讨论、实做
（2） 就职后训练：指示、 示范、研究、竞赛、总结、评分
B：训练的项目：
（1） 服装、仪容、礼仪
（2） 正确的服务态度、服务心态
（3） 沟通技巧
（4） 正确的职业道德
（5） 卫生的理解——店面清洁
（6） 各类工具的使用方法
（7） 熟悉各种产品
9、奖惩的管理
对于优秀的店员，要及时进行口头和物质的奖励、有时，口头的鼓励往往能振奋人心
对于不合格的员工，要及时处罚，包括口头上的批评，帮助她认识错误，以及扣钱的处罚。
奖惩的及时正确，可以帮助店长树立威信，更好的完成营业任务。
对于奖惩的处置，店长应及时和上级沟通，以得到上级支持。
10、目标的管理
从事营业销售，一定要制定目标，没有目标，营业额不会提高，制定目标时要相信自己和整个店面的能力。相信自己可以带领员工创造别人预想不到的效果。
*大多数人不能达到目标是因为有心理障碍，认为自己办不到
*目标不能脱离现实
*目标不能徘徊不前
*要从店面是否盈利的角度制定目标
11、情报的管理
A：密切注意四周同行店的动向
B：同行店有什么产品畅销的，应及时汇报
C：注意人流变化和四周居民的变化
D：收集同行的各类信息（销售额、房租、薪资等）
E：收集顾客意见
（1） 来店次数
（2） 从家里到本店有多少时间
（3） 光临本店的原因
（4） 对本店产品的感觉和建议
（5） 对本店服务的感觉和建议
（6） 对本店不满的地方
收集情况应不动声色，留心收集。
收集的情况应及时汇报上级，让上级可以作出适当调整。
12、投诉的管理
A：一般顾客投诉的项目
（1） 产品变质、变味、损坏、有异物
（2） 收银员缺乏训练，结帐时间过久
（3） 营业员或裱花师没有穿工作服
（4） 产品缺货
（5） 产品陈列、价格不合理、标价不明确
（6） 店员态度不友善
（7） 产品标名与实物不符
（8） 对顾客的询问，拒而不答
（9） 对产品的性质，一无所知
（10） 产品装袋技术太差
（11） 店员抛下顾客，做个人社交活动
B：处理顾客投诉的方法：
（1） 绝对不和顾客争执，如果你赢得了一场争执，你便会失去一位顾客
（2） 学会倾听，了解事件的过程
（3） 如果错在己方，一定要真诚的道歉，对给顾客带来得麻烦要将心比心
（4） 即使错在对方，也要委婉的告诉顾客可能问题真正的原因，并感谢顾客对本店的信任。（如果不信任顾客就不会来投诉了）
（5） 记录下顾客的个人资料，如果当场无法解决的问题，应告诉顾客一个明确的解决日
（6） 汇报上级，并附上自己的意见（作为）
13、突发事件的管理
A：突发事件，店长应保持冷静
B：以安全第一的原则，阻止事件的发展
C：第一时间通知上级领导和有关部门
D：尽店长职责，维护店面形象和公司的利益
C：在力所能及的范围里，第一时间独立处理
14、降低成本的管理
成本分：（1）人员成本
（2）营业成本
A：店面必须时刻注意、电力、水力、电话的浪费
B：在合理范围里 ，尽量以最少的人力经营店面
C：对于办公用品、纸张要严格控制、专人保管
D：预防突发事件，特别是火灾
15、安全的管理
许多情况下，损耗是由于忽视安全而造成的
A：店面安全：防火、防水、防风、防盗窃
B：人员安全：防止店员因不必要的以外而受伤
16、和总部的联系
产品的数量和品质的好坏，直接影响店面的营业额
所以，你有时必须要直接找到具体的生产负责人，阐述你的观点及想法，从而提高你的产品的品质，保证你产品的数量。
17、店面设备的管理
A：店面设备要每天清洁
B：设备要懂得使用及维护，在不懂的情况下，绝不能乱动设备
C：设备一旦损坏，应立即通知上级，派人修理，并跟踪整个过程，直到修好。
D：店面设备要定期清点，发现遗失，需找出原因。
E；店面设备发现异常，应及时反映，检修
18、保密管理
A：对店面的营业额、房租、薪资等要严格保密
B：对