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1、Chapter 3 Regional Trainer第3章 區域培訓員Supercenter - 購物廣場To the Regional Trainer of Supercenter, the important duty is the management training of stores. Additional, and the modification of the MTP program are essential following up of the MT training.對于購物廣場的區域培訓員來說，重要的職責是各個店中管理層的培訓，除此以外，還有MT培訓的跟進和MTP課程2、的修改。1. Training of Management 管理層的培訓1.1 Courses 課程 Regional Trainer directs 10 courses of the Management training. Following is the brief of each training program and the specific management:區域培訓員負責10項管理層課程，以下是各個課程所針對的相應管理層及簡介：1.1.1 LF: Leadership Foundations. Leadership Foundations is the first tie3、r of Wal-Mart Leadership and Skill Building. Management Associates that supervise others are strongly urged to attend this training. Please note that this course is a prerequisite for Walton Institute. LF:領導藝術培訓是建立沃爾瑪領導才能和技巧的第一條紐帶，管理層員工非常有必要參與這個培訓，應注意LF是上WI課程的先決條件。Topics covered include課程內容包括： Peopl4、e Skills for success as a Wal-Mart manager作為一個成功的沃爾瑪管理層的為人技巧; Skill development in communication, delegation, empowerment and team building在與人溝通、授權和團隊建設中的技巧培養； Servant Leadership and how honesty and integrity relate to managing others公仆領導和評估他人工作的忠誠； Managing Diversity at Wal-Mart Stores, Inc. 沃爾瑪公司中5、多樣化的管理； Resources for Living 生存的資源； Effective Coaching有效的指導。Please note that this workshop is for three full days. All the trainee will receive a certificate after this training.整個課程歷時3天，完成培訓后學員可獲得一份畢業證書。1.1.2PI/POS: Perpetual Inventory/Point of Sales. This is the basic program of retail industry. P6、erpetual Inventory (P.I.) is a system that lets us know how much of each item we have in our store. It does this by keeping track of the merchandise that comes in and goes out of the store. P.I. also allows us, when necessary, to review and adjust an items on-hand. An on-hand is simply the total qua7、ntity of an item in the store.PI/POS：即永久庫存/POS補貨是零售業的基礎課程。永久庫存系統通過跟蹤各種商品在商場中的進出，讓我們了解商場中各種商品的數量，必要時，這個系統還允許我們觀察并調整手頭上的商品數量。Benefits of P.I. P.I.的優點Our P.I. system allows us to provide better Customer Service and operate more efficiently. Some of the benefits of our P.I. system include:P.I.系統使我們更好地提供8、顧客服務，更有效地進行商場運作。其優點體現在以下各方面： An improved In-Stock Position. This leads to more sales and in turn produces more profit and more profit sharing dollars.保證現貨。在保證銷售的同理滿足顧客的需求； Reduced Inventory Levels. This means less markdowns, reduced shrinkage and lower operating and accident costs.減少庫存量。這意味著更少的書面記錄、9、更少的損耗和更少因操作不當或事故所造成損失； Improved Customer Service. P.I. allows us more time for Customer Service and merchandising.提高顧客服務。P.I.系統使我們有更多的時間花在采購和顧客服務上； Timely and Accurate Information. This assists our Buyers, Distribution Centers and Vendor-Partners in making more informed purchase decisions.及時和準確的信息。這10、個系統將幫助我們商場的員工、分銷中心和供應商伙伴達成更正確的采購決定。In-stock is the most important aspect of Customer Service. Customers Expect to find the items they want. If we do not have an item, the Customer may not be satisfied with their shopping experience and decide to shop somewhere else. 保證現貨是顧客最的方面，顧客總是希望買到他們想要的東西，如果我們不11、能做到，他們會不滿意并轉到其它地方購物。The way that we reorder merchandise to ensure in-stock is called Point of Sale, or POS Replenishment. It is a method of tracking and ordering merchandise through the registers and your stores computer system, called the SMART System. This is accomplished through obtaining:我們通過不斷的12、發出補貨，訂單訂購商品保證現貨的方式，是通過收銀臺和商場內的電腦系統跟蹤和訂購商品的方法就是銷售點補貨，訂貨的準備需要系統以下信息： Point of sale data from your scanning registers. 收銀臺掃描器的銷售點數據 Point of sale data from your scanning registers. 收貨的信息 Last years sales data. 去年的銷售數據 Maximum shelf quantity. 最大的貨架量 On-hand information you supply. 現貨存量The Store Replenis13、hment System at the Home Office uses all information to calculate suggested orders. The POS Replenishment System uses data from your store to calculate suggested orders. This creates orders that are customized to your stores rate of sale. The detail content would be discussed in the PI/POS program.總14、部電腦系統運用所有的這些信息計算建議訂單，商場同事審核完成真正適合商場銷售的訂單。以上的內容都會在PI/POS課程上做詳細的介紹。1.1.3Rec/Inv: Receive/Invoice. It is a half day class. The brief is the procedure of receiving and the working procedure of invoice office. The receiving procedure includes the categories of receiving, the checking points of receiving 15、and the management of receiving invoice. Additional, the Invoice includes the categories of invoice work, the checking points of invoice, the checking points of finance and the check of Fresh.Rec/Inv：Receive/Invoice,收貨及票據，半天的課程。主要內容是收貨程序和票據辦公室工作流程。收貨程序包括商場的收貨種類、收貨查驗要點、收貨部票據處理方案。票據方面包括票據部工作種類、票據部核查要點16、財務核查要點和鮮食盤點。1.1.4 WFI/PTS: Walton Food Institute/Profit Through Sanitation. WFI/PTS：沃爾頓食品學院。It is a management training program that focus on the Fresh Department, including the Produce, Seafood, Meat, Deli. and Bakery. The class length is two days. It provides the fundamental tools for use in the 17、management of the Wal-Mart food business, including the Gross Margin Report, Cost Inventory, and the basic operations of Fresh Departments.針對鮮食部門，包括果蔬、海鮮、肉類、熟食和面包房而設的一項管理課程。歷時兩天。該課程為沃爾瑪食品業提供基礎的管理工具，包括利潤總額報告、開銷目錄清單和鮮食部門的基本運作。1.1.5 Managing Profit: One day course. 即利潤管理，一天的課程。It provides tools and tec18、hniques to increase profitability in the store by using key financial tools, including the Sales and Purchase and SWAS Recap reports, as well as the P&L and Journal.該課程通過運用基本的財務手段為提高商場利潤提供工具和技術，包括銷售、購買、“店中店”更新報告、P&L和分類帳等等。1.1.6 BBM: Building Better Merchant. 即成功商人之道。Wal-Mart always emphasizes much o19、n the authorization of the daily management. Through the training of retail industry operation skill to the Supervisor/DM, it could fully indicate the best part of the SWAS.沃爾瑪一直強調對日常管理得授權，通過對樓面主管/經理在零售商業運技巧得培訓，可以充分體現出店中店文化的精髓。The brief of this course is:這門課程主要講授 Features selling商品特賣 Competition/adv20、ertisement/clearance競爭/廣告/清倉 Store within a store店中店 Cross merchandising交叉陳列 1.1.7 SOS: Shrinkage Overview Seminar. One day course.SOS：即損耗分析課程，一天的課程。It provide tools and techniques to prevent shrinkage, by learning how to implement operational controls, analyzing key reports in the UPC Office, Claim21、s, Receiving, floors and Front-End, and how to conduct pre and post inventory activities and reviews. At the same time, the trainer from Loss Prevention will share the information about the control point of store stealing from inside and outside and some examples analysis. It aims to increase the lo22、ss controlling skill of the management.課程讓學員通過學習如何運用營運控制，分析UPC辦公室、索賠辦、收貨部、樓面和前臺、票據辦和防損各部門的損耗控制點，為防止損耗提供工具和技術。同時，防損部的同事會分享商場內外盜得控制點和案例分析，提高管理層的損耗控制技巧。1.1.8Cash Office: Cash Office is the chief department to handling the all the cash floating of the stores. In Wal-Mart, DGM is authorized to sign on va23、rieties of exception from Cash Office report.現金辦：現金辦是處理商場全部現金流動的重要職能部門，在沃爾瑪商場，副總被授權簽署各類現金辦報告監督異常情況。The Brief主要講授： Daily work of the Cash Office 現金辦日常工作 Pick/Set/Spot check/Deposit 提取/設袋/盤點/存款 Cash Fund Transfer 基金轉移 Shortage/Overage/handling of fake money 超短帳/偽鈔的處理 Cash Office report 現金辦報告1.1.9 UPC/24、Report: UPC office in store is the important department to in charge of the operation system maintain. A great deal of data deposal could only accomplish under the perfect and advanced hardware and software. And it also ensures to help and supervise the store operation.UPC/報告:商品UPC辦公室是負責系統維護的重要部門。大量25、的數據處理只有在完善、先進的硬件設備和復雜精確的軟件支持下才能對樓面運作起幫助和監督作用。This one day long class is about:這門為期一天的課程主要講授： The brief of the HOST/SMART/POS/GDS systemHOST0/SMART/POS/GDS系統簡介 The processing of all kind of changing price in the system各類價格變化在系統內的實現方式 The record of merchandise floating status 商品流動狀態的記錄 The handling of26、 system exception 系統例外情況處理 The manners of how to use all operation reports 各項營運報告的使用方法1.1.10 MTP: Management Trainee Program. 即管理人員計劃 The MTP in 2000 focuses on the DM and above, all the fresh graduated university students and all the new hired supervisor and above. It is a 12 weeks training program27、. On weekly basis, the trainee will have training in all departments of the Supercenter to learn the working procedure and the relevant knowledge. All trainees will have to finish the assignment besides completing the stipulated training.2000年的MTP課程是針對所有DM級以上、應界畢業生及所有新招的主管級以上員工所實施的12周的培訓。學員都將按周在沃爾瑪商28、場所有的部門進行培訓，學習該部門的工作流程和相關的知識。除了完成課程中規定的培訓內容外，還要完成每課作業。It is not until the management has worked in current position for at least 6 months that he/she had the chance to attend the required programs. Furthermore, the programs are not compulsory for all the management. Some programs, which are very spec29、ial, for example, the WFI/PTS, are focus only on the DM of the Fresh Department. On the other hand, some programs is required for all management (C Grade and above), LF, etc. 所有的管理層都應在其崗位上工作滿6個月內，會受到相應的培訓，另外，以上課程并不是對于所有的管理層都是必修的，一些十分專業的課程，如WFI/PTS只是針對鮮食部門的經理，但如LF等一些課程，則是所有主管以上管理層都要上的課程。1.2Monthly Re30、port月報The store Training Coordinator should hand in the monthly training report to the Regional trainer of Home Office. The deadline is 25th, the monthly report includes:每月店里的培訓協調員都會將各店本月的培訓情況匯總給總部的區域培訓員，月報的內容截止到每月的25號，其內容包括： The completed training and the planned training 本月所上的課程及完成比例 The completed31、 training and the planned training已完成的培訓、計劃將進行的培訓 MTMR(Monthly Training Management Report)各店的MTMR(每月管理層培訓報告) Collection and analysis of the MTP program of DGM副總的MTP營運課程作業的匯報和分析 （附MTMR圖例和解釋）1.3Management training of new store 新店的管理層培訓As a leader in retail industry, Wal-Mart also can not stop its expa32、nsion speed in China. Every year, company is to establish new stores in different places. To help the management of the new stores to understand the culture、policy and their new job in Wal-Mart quickly, they will be train in Shenzhen Home Office. And the Regional Trainer will follow up their trainin33、g.沃爾瑪作為零售業的巨子，它在中國前進的步伐也是勢不可擋的，每年公司都將在不同地方籌備新店。為了使新店的管理層更快地理解沃爾瑪的文化、政策，更快地熟悉新的工作，新店管理層將到深圳總部培訓，區域培訓員將跟進他們的培訓。Furthermore, Regional Trainer also dedicates to train the trainer. Because of the fast development of the new stores, chances of transfer or promotion are getting more and more to the new sto34、res associate. It is obvious that foster the management trainer of new stores to be the successful trainer is very necessary. It can not only assure the in time training of the new management, also save the cost for the company.除此以外，區域培訓員也致力于培訓培訓員，因為新店的發展越來越快，店中的人員轉職和升職機會也越來越多，發展各新店的管理層培訓員，使新店的高級管理層35、成為優秀的培訓員，既能保證新店管理層的培訓到位，也為公司節省了一些人力和物力。Train the Trainer is the teaching material to train the management trainer, it aims to help them to be an excellent trainer; to make their training more efficient; to teach them how to understand their students and ensure that their student know what they are t36、aught.培訓培訓員是培訓培訓員的教材，它的目的是幫助被培訓的人員成為一個出色的培訓員；使他們的培訓更有效；教會他們如何讀懂學員，并確保學員們能領會所教的內容。2. Follow up the MT 見習管理人員培調的跟進Wal-Mart in China has conducted the Management Trainee (MT) Plan from 1998. It is Regional Trainers work to follow up the training of all the MT, and to feed back the training information 37、in time. As the member of the MT increases, it is impossible for the Regional Trainer oneself to do this work. So the following up of MT training has been transferred to the Training Coordinator in each store. And the brief duties include:中國沃爾瑪從1998年開始實行見習管理人員（MT）計劃，由區域培訓員跟進MT的培訓，并及時做信息的反饋。由于現在MT人數越38、來越多，只由區域培訓員來跟進是不可能的，因此區域培訓員已將MT跟進工作逐漸轉給各個店里的培訓協調員，其主要任務包括： Weekly Review 每周回顧To all the MT in Operations, the stores GM and DGM will have a Weekly Review with them. The purpose is to listen to their requests and suggestions from operations. All these will be collected by the Training Coordinator and39、 feed back to Regional Trainer. They will be handled properly.對于所有營運的MT，每個星期店里的經理及副總都將與他們做一個每周回顧，目的是了解他們在營運中的需求，對店中營運的意見和建議。所有的意見和建議都將由店中的培訓協調員反饋給區域培訓員做妥善的處理。 Monthly Review 每月回顧This review focuses on the FMT. The Regional Trainer conducts the review and aim to know the questions that have happened 40、to the FMT during the past one-month training. And Regional Trainer also listens to their suggestions and opinions to the job. 針對所有的FMT所做的一月一次的回顧，由區域培訓員主持，目的是了解FMT在過去一個月中的培訓所遇到的問題，以及他們對工作的建議和意見。3. Operation Guide 營運指南We introduce 5 operational guide from USA for the sake of the standard operation of41、 China Wal-Mart. It includes Front-End Guide, Receiving & Invoice Guide, Merchandise System Guide, Claim Guide and Accounting Guide. Every guides cover the detail explanation of all the working procedure, duty and content.為了使各間中國沃爾瑪商店的營運更符合標準備，我們從美國引進了各種營運指南，分別是前臺指南、收貨票據指南、商品系統指南、索賠指南和現金房指南。每個指南都對該部42、分所有的工作程序、職責和內容作了非常詳細的解釋。According to the requests and the actually situation of China Wal-Mart, we modify properly to these five guides. The guides have been used in many Wal-Mart stores and got a good result. But some are not. The training team is to promote these guides. Furthermore, we follow up 43、the operation result and do some modification according to these information fed back from stores.根據中國沃爾瑪的需求和實際情況，我們對個五個指南進行了適當的修改。現在這些指南已在各個店中運行，應該說有些店已經很好地實施這些指南，并取得了一定的效果，但也有一些店仍沿用舊的營運指南。培訓組現在正著手推廣這些指南的使用，同時，我們還將跟進指南使用結果的信息反饋，并及時根據結果對指南進行修改。4. The modification of MTP MTP課程修改MTP, that is Managemen44、t Trainee Program, is the training material for the MT plan conducted in 1998. After several years of practices, collecting notions and advice from all part and cooperate with the operations, we have revised the MTP in several places. The MTP in 2000 focuses on the DM and above, all the fresh gradua45、ted university students and all the new hired supervisor and above. It is a 12 weeks training program. Of course, there are still many shortages in the MTP, and we will keep hard work to make it a better training program.MTP，即見習管理人員課程，是1998年開始實施的MT計劃的培訓教材，通過幾年的實踐，收集了多方的意見和建議，以及配合營運的需要，我們對MTP課程做了不少的修46、改，2000年的MTP課程是針對所有經理級以上、應界畢業生及所有新招的主管級以上員工所實施的12周的培訓，當然，我們的MTP課程還有許多不足之處，我們將不斷努力，使之成為更優秀的培訓課程。Sams - 山姆會員店The belief duty for the Sams Regional Trainer is same to the Supercenters. It is to train the management in Sams、to follow up the new store management training plan and MT training and the design and modification of the MIT program.與購物廣場的區域培訓員一樣，山姆的區域培訓員的主要職責也是各個山姆會員店的管理層培訓，除此以外，還包括新店的培訓計劃、MT培訓的跟進和MIT課程的設計。1. Training of Management 管理層培訓1.1 Courses 課程The Regional Trainer in Sams directs the 7 management courses. It includes:區域培訓員負責6項管理層培訓課程。分別是：LF is