1、Chapter 2 In-Store Training Coordinator Working Procedure第2章 店內培訓協調員工作程序1.Store Training Coordinator Job Description店內培訓協調員工作描述Responsible for all Organization, coordination and following-up of store training全面負責商場培訓工作的組織、協調和跟進1.1 Orientation 30-60-90 新員工入職培訓及員工入職30/60/90天的培訓；1.2 Follow up on-the-jo

2、b training of new associates and transferred associates, collect and keep training matrix. 跟進新員工、轉職員工現場工作培訓及培訓模式的收集存檔；1.3 Do the annual needs assessment job and make the retraining plan. 進行員工年度現場工作測試及再培訓計劃的制定；1.4 Make the Vendor training investigation, be a coordinator and following up it. 進行供應商培訓調查

3、和供應商培訓的協調及跟進；1.5 Conduct the training needs survey, decide the training article and carry out the specific training. 進行培訓需求調查，制定培訓主題，組織專題培訓； 1.6 Establish and manage the sponsor program; conduct the train the trainer class. 員工指導隊伍的建立和管理及培訓培訓員課程講解；1.7 Coordinate and follow up store management trainin

4、g. 協調跟進商場管理層培訓；1.8 Follow up MT training. 跟進見習管理人員培訓；1.9 Coordinate the operations training for Home Office associates. 協調總部各部門的營運知識培訓；1.10 Coordinate new store associates training. 調新店同事培訓需求培訓的相關事宜；1.11 Vendor promotion agent training. 供應商促銷員培訓； 1.12 Non-management and management training records m

5、anagement and maintenance. 員工、管理層培訓檔案的管理及維護。2. Orientation 30-60-90 process 30/60/90入職培訓工作流程2.1Orientation day onelength:7 - 8 hours入職第一天培訓時長：7 - 8 小時2.1.1 Basic process 基本流程：Prepare Start Welcome/Introduction History (“The beginning and the difference” video),Wal-Mart Today, Culture Policies Store

6、Information(hand out “how much do you know about your store”) Store tour guided by DGM/Risk Control Tour LP knowledge(“All Kings horses” video) Customer Service(“The magic of a blink” video) Questions and Answers Send out shift schedule, uniform, badge, training matrix and handbook(for full-time ass

7、ociates) End準備工作 開始 沃爾瑪招呼、口號、歡迎新同事 自我介紹、認識新同事 沃爾瑪歷史(看歷史及文化錄象)、今日沃爾瑪、文化介紹 政策講解 商場信息(發放“商場知多少”) 副總帶領新同事巡店、總管理巡視 防損知識培訓(看“所有皇帝的馬”) 顧客服務培訓(看“一眨眼的魔力”) 疑難解答 發放排班表、工服、工牌、培訓模式、員工手冊(全職員工) 結束2.1.2 Remarks 注意事項： There must be a break every other hour and one hour lunchtime during Orientation day one. 訓期間應包括一小時

8、的午餐時間和適當的休息時間 You can hand out associate handbooks to new part-time associates for reference during lunchtime. 對于兼職員工可在午餐完畢后發放員工手冊以供參考 Orientation day one should include but not limit to the above contents.培訓內容應包括但不限于以上部分，可自行做相應調整2.1.3 Preparation 準備 Confirm the new associates training time, headcou

9、nt and department with R&A.與招聘組確定新員工入職培訓時間、新員工人數及新員工所屬部門。 Contact LP sponsor, let him know the training time, location, headcount in order to make him convenient to prepare training content and safety handbooks.聯系防損部員工指導，告知其防損知識培訓時間、培訓地點、新員工人數，以方便其準備培訓內容及安全手冊。 Share the information of new associates

10、 orientation day one and invite the management to attend it.分享新員工入職信息(如在商場管理層會議)，邀請各級管理層參加。 Make sure a DGM on duty to guide the new associates to tour in store .確定一名當班副總，與其商討新員工巡店事宜。 Check new associates name list, confirm how many people need to have cashier training and their names, contact CSM w

11、ho is responsible for the training to determine the training shift order, location and sponsor. Prepare the cashier training attendance sheet and remind CSM to prepare cashier training matrix.(This step neednt to carried out if there is no specific requirement in a store).核查新員工名單，確定需參加收銀培訓人數及人員名單，與前

12、臺負責培訓的CSM聯系，共同確定培訓班次、培訓地點及培訓指導。同時準備收銀培訓簽到表，并提醒前臺CSM準備收銀員培訓模式。(視該店是否于此時安排收銀培訓而定) For the new associates who neednt to have cashier training, you should contact the relative departments, let them know when the associates will report on duty, get well known the new associates work shift schedule and th

13、e sponsor on duty that day. 對于無需參加收銀培訓的新員工，與相關部門聯系，告知新員工到部門的日期，了解新員工當日的排班及其培訓指導。 Contact associate canteen supervisor, let him know the number of new associates arriving and the lunch hour.聯系員工餐廳負責人，告知新員工人數及就餐時間。 Prepare the following stuff準備如下資料:q Attendance sheet 簽到表q Confirmation sheet of associa

14、te handbook 員工手冊簽收表q Uniform application form 制服申請單q Locker application form 工衣柜申請單q Lunch application form 臨時用餐申請單q Orientation guide 入職培訓導向q How much do you know about your store 了解你的商場q Training matrix 員工培訓模式q Associate handbook (for full-time associate only) 員工手冊(適用于全職員工) Prepare the following t

15、hings準備如下物品：q TV/Video machine 電視/錄像機q Projector 幻燈機q Transparencies 投影膠片 q Desk and chairs 桌椅q Plastic Cups 水杯q Videotape 錄像帶：History Culture - “The beginning and the difference” 歷史文化 創業與非凡Customer Service - “The magic of a blink” 顧客服務 眨眼間的魔力Loss Prevention - “All kings horses” 防損知識 所有皇帝的馬2.1.4 Beg

16、in 開始 Start your training with smile and enthusiasm. No matter how many times you have had, for the new associates, the content of the orientation is fresh knowledge.微笑和熱情開始你的培訓，無論你曾經講過多少次同樣的內容，對于新員工來講，都是新知識。 Taking part in the Orientation will be the first time for the new associate getting to know

17、 Wal-Mart. Your attitude will influence their impression towards Wal-Mart directly.入職培訓第一天培訓是新員工對沃爾瑪的第一次全面接觸，您的態度影響他們對沃爾瑪的信任程度。 Never forget Wal-Mart Greeting and Wal-Mart cheer永遠別忘了沃爾瑪招呼和沃爾瑪口號。Taking rest is as important as studying (have a rest every other hour!)學習很重要，休息也很重要(1小時左右休息一次)。 Ensure eve

18、ry event connects well.保證每一項培訓內容銜接良好。 Dont shirk your responsibilities! Its your business to listen to the new associates carefully and solve their problems!不要推卸！認真聆聽并解決員工的疑問是你義不容辭的責任。 Let the new associates know their work schedule(shift、department and sponsor)將新員工的工作安排（工作時間、部門及聯系人）告知新員工2.1.5 Endin

19、g 結束 Copy the attendance sheet. Calculate the new associates training hours, then, sign on it. Give it to C&B colleagues 將簽到表復印一份，統計新員工培訓工時。簽名后，將此份簽到表交工資福利組同事。 Put the attendance sheet into a folder for latter reference.將簽到表存檔備查。 Hand out training matrix and let them sign-up for Orientation Day One.

20、 發放培訓模式給新員工并于第一天培訓欄簽名。2.230 Day Follow-up SessionLength:1 - 1.5 hours 30天回顧會時長：1 - 1.5小時2.2.1 Basic process 基本流程：Prepare Start Wal-Mart Greeting and Wal-Mart cheer Benefits Wal-Mart terminology Questions / Answers Discuss the answer of “How much do you know about your store” Check Training Matrix En

21、d準備工作 開始 沃爾瑪招呼、口號 工資福利討論 沃爾瑪術語 詢問工作感受、問題解答 討論“商場知多少”答案 收發培訓模式 結束2.2.2 Prepare 準備 Make sure 30 day follow-up session date, time, location and the associates names in advance, inform the management by memo to facilitate them having enough time to adjust their shift schedule and remind the new associat

22、es to attend it on time.提前確定30天回顧會的時間、地點及參加人員名單，(以備忘錄的形式)通知管理層，方便他們有充裕的時間調整排班，通知學員按時參加。 Put the memo on the training board and the associates pass.將備忘錄的復印件貼在員工通道及培訓宣傳欄處。 Contact personnel manager or C&B colleague, let him /her know the training time and location.聯系人力資源經理及工資福利組同事，告知培訓時間及地點。2.2.3 Begi

23、n 開始 Prepare classroom and attendance sheet.準備課室及簽到表。 Prepare the training matrix which have been handed in and let the associates sign-up for the training.準備已交回的培訓模式，待培訓后簽名確認。 Start your training with Wal-Mart Greeting and Wal-Mart cheer.以沃爾瑪招呼和沃爾瑪口號開始你的培訓。 Introduce Wal-Mart terminology.介紹沃爾瑪術語 As

24、k the new associates the feeling of the 30 days. Listen to them carefully and give them enough time to express.詢問新員工在30天工作中的感受。永遠以積極的心態去聆聽，給員工充分的時間表達他們的觀點。 Discuss the answer of “How much do you know about your store”.交換了解你的商場的答案。 Ask the new associates the problems about benefits, invite personnel

25、manager or C&B colleague to discuss the problems with them.問員工在工資福利方面的疑問，請人力資源經理及工資福利同事為新員工解答。 Write down all the questions .將新員工提到的所有問題記下來。 Hand out the training matrix and let the new associates sign-up for 30 day follow-up session.新員工需在培訓模式上30天回顧簽名欄中簽名確認。 Collect the finished training matrix, ask

26、 the associates who havent finished it the reason and follow up them.回收員工簽名確認已完成現場工作培訓的培訓模式，對于未完成培訓模式的同事詢問原因并及時跟進。2.2.4 End 結束 Copy the attendance sheet and calculate the new associates training hours, then, sign on it and give it to C&B colleagues.統計新員工培訓工時，簽名后，將簽到表復印一份一并交工資福利組同事。 Put the attendanc

27、e sheet into a training file for latter reference.將簽到表歸檔保存備查。 Follow up all the questions that the new associates put forward, ensure the problems will be solved as quickly as possible and feedback to the new associates.跟進新員工提到的所有問題，確保所有問題都得到解決，并及時反饋給提出問題的新員工2.360 Day Follow-up Session Length:1 - 1.

28、5 hours 60天回顧會時長：1 -1.5小時2.3.1 Basic process 基本流程：Prepare Begin Career opportunity in Wal-Mart, No quit policy, Grass root meeting process Five commitments Questions/Answers End準備工作 開開始 沃爾瑪事業發展機會、挽留政策、基層會議 五項承諾 答疑 結束2.3.2 Preparation 準備 Make sure 60 day follow-up session date, time, location and the

29、 associates names in advance, inform the management by memo to facilitate them having enough time to adjust their shift schedule and remind the new associates to attend it on time.提前確定60天回顧會的時間、地點及參加人員名單，(以備忘錄的形式)通知管理層，方便他們有充裕的時間調整排班，通知學員按時參加。 Put the memo on the training board and the associate pas

30、s.將備忘錄的復印件貼在員工通道及培訓宣傳欄處。 Connect with GM/DGM, let him know the training date, time and location.聯系總經理，告知培訓時間及地點。 Prepare classroom and attendance sheet.準備課室及簽到表 Prepare the training matrix for the new associates of this time and let them sign their names for latter reference.準備該批員工已完成并交回的培訓模式，待培訓后簽名

31、確認。2.3.3 Begin 開始 Start your training with Wal-Mart Greeting and Wal-Mart cheer.以沃爾瑪招呼和沃爾瑪口號開始你的培訓。 Ask the new associates the feeling of the 60 days. Listen to them carefully and give them enough time to express.詢問新員工在60天工作中的感受。永遠以積極的心態去聆聽，給員工充分的時間表達他們的觀點。 Invite GM/DGM to introduce the career oppo

32、rtunity、no quit policy and the grass root meeting.請總經理進行事業發展、挽留政策和草根會議的基本過程的介紹。 Introduce five commitments.介紹沃爾瑪五項承諾。 The new associates need to sign-up for the 60 Days Follow-up session on the training matrix for latter reference.新員工需在培訓模式上60天回顧簽名欄中簽名確認。 Collect the finished training matrix, ask th

33、e associates who havent finished it the reason and follow up them.回收員工簽名確認已完成現場工作培訓的培訓模式，對于未完成培訓模式的同事詢問原因并及時跟進。2.3.4 End 結束 Copy the attendance sheet and calculate the new associates training hours, then, sign on it and give it to C&B colleague.將簽到表復印一份，統計新員工培訓工時。簽名后，將此份簽到表交工資福利組同事。 Put the attendan

34、ce sheet into a training folder for latter reference.將簽到表歸檔保存備查。 Follow up all the questions that the new associates put forward, ensure the problems will be solved as quickly as possible and feedback to the new associates.跟進新員工提到的所有問題，確保所有問題都得到解決，并及時反饋給提出問題的新員工。2.490 Day Follow-up SessionLength:1 -

35、 1.5 hours 90天回顧會時長：1 - 1.5小時2.4.1 Basic process 基本流程：Prepare Begin Performance Appraisals Transfer Policy Review all the important articles of Orientation Questions/Answers Orientation Post Test Collecting Training Matrix End 準備工作 開始 工作表現評估講解 轉職政策 回顧入職培訓內容、答疑 崗位訓測試 結束2.4.2 Prepare 準備 Make sure 90 d

36、ay follow-up session date, time, location and the associates names in advance, inform the management by memo to facilitate them having enough time to adjust their shift schedule and remind the new associates to attend it on time.提前確定90天回顧會的時間、地點及參加人員名單，以備忘錄的形式通知管理層，方便他們有充裕的時間調整排班，通知學員按時參加。 Put the m

37、emo on the training board and the associate pass.將備忘錄的復印件貼在員工通道及培訓宣傳欄處。 Prepare classroom ,Attendance Sheet ,Orientation post test papers and answer papers.準備課室、簽到表、入職培訓測試題、答題卷。 Prepare the training matrix for the new associates of this time and let them sign their names for latter reference.準備該批員工已

38、交回的培訓模式，待培訓后簽名確認。2.4.3 Begin 開始 Introduce Performance Appraisals工作表現評估講解。 Introduce Transfer policy.介紹沃爾瑪轉職政策。 Review the important articles of day one,30 day ,60 day together with the new associates. 與新員工一起回顧入職第一天培訓、30天回顧會、60天回顧會的內容。 Have the Orientation post test and discuss the answer with them 進

39、行測試；測試結束后，講解測試題答案。 Collect the test paper and answer paper.回收測試題及答題卷。 The new associates need to sign-up for the 90 day follow-up session on the training matrix for latter reference.新員工需在培訓模式上90天回顧簽名欄中簽名確認。 Collect the finished training matrix, ask the associates who havent finished it the reason an

40、d follow up them.回收員工簽名確認已完成現場工作培訓的培訓模式，對于未完成培訓模式的同事詢問原因并及時跟進。2.4.4 End 結束 Copy the attendance sheet and calculate the new associates training hours, then, sign on it and give it to C&B colleagues.將簽到表復印一份，統計新員工培訓工時。簽名后，將此份簽到表交工資福利組同事。 Put the attendance sheet into a training file for latter referen

41、ce.將簽到表歸檔保存備查。 Renew the new associates training records which in the training files (including training time and test result).將新員工入職培訓的培訓記錄在員工培訓記錄（包括參加培訓的時間及測試成績）文檔中更新。 Put the training matrix which has been signed by the new associates into the personal file. The new associates should sign their n

42、ames in the Orientation 30-60-90 training and on-the-job training columns. 將員工簽名確認的培訓模式存檔備查，培訓模式上的入職培訓30/60/90 及現場工作培訓各欄均需有員工簽名。3. Cashier Training Process 收銀培訓工作程序3.1 Overview 收銀培訓概述 All departments except six departments including back office, LP, Fresh, Appliance, night stocking and so on should

43、have the cashier training. (Every store may decide it depending on its own condition.) 后勤辦公室、防損部、鮮食、家電、夜班理貨六個部門外，所有部門的新員工均需接受收銀培訓。(各店根據具體情況而定)Cashier training is trained by FE sponsor or CSM , it will last for three to five days.收銀培訓主要由前臺培訓指導(員工指導或CSM)進行，為期三至五天。Training Content 培訓內容包括： Cashier Theory收銀理論 Customer Service Skill顧客服務技巧 Discrimination of true or fake paper money假鈔的識別 POS terminal training卡機培訓 Apprentice training跟機培訓 On duty test上機考核 Independent operation for the qualified person合格者獨立上機