生鮮部突發(fā)事件處理方案

1、廣東品珍電子商務(wù)有限公司主講：kuanghaifeng 廣東品珍電子商務(wù)有限公司廣東品珍電子商務(wù)有限公司 前言Profile在超市正常營運中，會遇上一些特殊情況，較常見的如斷電、火災(zāi)、在超市正常營運中，會遇上一些特殊情況，較常見的如斷電、火災(zāi)、煤氣泄露、員工意外傷害及突發(fā)情形煤氣泄露、員工意外傷害及突發(fā)情形Some special case happen in supermarket during business time. I.e: Power failure, fire case, gas leaking, staff injury.在遇上特殊情況時，重要的是保證顧客的安全，減少損失，及

2、時解在遇上特殊情況時，重要的是保證顧客的安全，減少損失，及時解決突發(fā)事件，恢復(fù)正常運營，樹立公司良好形象決突發(fā)事件，恢復(fù)正常運營，樹立公司良好形象If these special case happen, the most important is: Customer safety, reduce the lose and solve the problem ASAP.若遇到無法解決或需上級主管核決的事件，應(yīng)逐級上報，以求最佳若遇到無法解決或需上級主管核決的事件，應(yīng)逐級上報，以求最佳處理方式處理方式Any case which can not solve on-spot should be r

3、eported to hierarchy to find best solution.重大事件應(yīng)呈報副總經(jīng)理，總經(jīng)理重大事件應(yīng)呈報副總經(jīng)理，總經(jīng)理Any important case must be reported to store manager.廣東品珍電子商務(wù)有限公司廣東品珍電子商務(wù)有限公司斷電Power Failure 1. 1. 在超市正常營運時發(fā)生斷電情況，超市的應(yīng)急燈會自動在超市正常營運時發(fā)生斷電情況，超市的應(yīng)急燈會自動 打開，部門負(fù)責(zé)人要攜帶照打開，部門負(fù)責(zé)人要攜帶照 明設(shè)備及時到賣場所屬部門，安排員工在緊急情況下的工作明設(shè)備及時到賣場所屬部門，安排員工在緊急情況下的工作 T

4、he backup power will work automatically if the power failure happen The backup power will work automatically if the power failure happen during business time. All managers must go to sales area with light in during business time. All managers must go to sales area with light in time to arrange the w

5、ork of staff.time to arrange the work of staff.2. 2. 關(guān)閉所有用電設(shè)備，避免發(fā)生意外情關(guān)閉所有用電設(shè)備，避免發(fā)生意外情 Switch off all electric equipment to avoid accident case.Switch off all electric equipment to avoid accident case.3. 3. 在統(tǒng)一指揮下，安撫顧客的情緒，疏導(dǎo)客人從安全通道離開在統(tǒng)一指揮下，安撫顧客的情緒，疏導(dǎo)客人從安全通道離開 Appease the customer, leading the custome

6、r leaving from the safe passageAppease the customer, leading the customer leaving from the safe passage4. 4. 在斷電時，應(yīng)注意商品是否有遺失現(xiàn)象在斷電時，應(yīng)注意商品是否有遺失現(xiàn)象 Prevent Merchandise lose during power failurePrevent Merchandise lose during power failure5. 5. 在恢復(fù)正常供電時，要檢查用電設(shè)備的使用狀況在恢復(fù)正常供電時，要檢查用電設(shè)備的使用狀況 Check Electric Eq

7、uipment working condition after power come backCheck Electric Equipment working condition after power come back6. 6. 及時整理展柜商品，恢復(fù)正常營運及時整理展柜商品，恢復(fù)正常營運 Arrange display and merchandise in time for normal businessArrange display and merchandise in time for normal business 廣東品珍電子商務(wù)有限公司廣東品珍電子商務(wù)有限公司顧客發(fā)生意外時Cu

8、stomer AccidentN 在超市的正常營運時，顧客發(fā)生意外情況，如摔傷、昏倒等情況，應(yīng)及時通知店值班在超市的正常營運時，顧客發(fā)生意外情況，如摔傷、昏倒等情況，應(yīng)及時通知店值班 Inform store duty for any customer accident during business timeN保證賣場正常秩序，避免混亂保證賣場正常秩序，避免混亂 Keep sales area order avoid any disorderN將顧客盡快扶至安全地帶將顧客盡快扶至安全地帶 Support the customer with hand to safety placeN根據(jù)顧客情

9、況由客服部安排送至醫(yī)院或本身住所，同時管理好顧客的物品根據(jù)顧客情況由客服部安排送至醫(yī)院或本身住所，同時管理好顧客的物品 Take good care of customer belongings and send the customer to hospital or home according to the situation.N責(zé)任歸屬廠商駐場者，則由廠商出面解決，并承擔(dān)一切責(zé)任，同時客服部會同廠商派責(zé)任歸屬廠商駐場者，則由廠商出面解決，并承擔(dān)一切責(zé)任，同時客服部會同廠商派專員前往慰問專員前往慰問 Problem of supplier promoter, supplier should

10、 take responsibility and solve the problemN責(zé)任歸屬本公司，客服部派專員前往慰問及處理，若有異議，則由本公司高層主管進(jìn)責(zé)任歸屬本公司，客服部派專員前往慰問及處理，若有異議，則由本公司高層主管進(jìn)一步協(xié)商解決一步協(xié)商解決 Problem of store, Customer service Dept should send staff to deal with it. Hierarchy manager should go to solve the problem if any demurral. 廣東品珍電子商務(wù)有限公司廣東品珍電子商務(wù)有限公司火災(zāi)Fir

11、e Case 在正常營運時，發(fā)現(xiàn)超市的某一個地方有火情發(fā)生，首先要通知保衛(wèi)部及店在正常營運時，發(fā)現(xiàn)超市的某一個地方有火情發(fā)生，首先要通知保衛(wèi)部及店值班值班 Any fire case in anywhere during business time, inform security dept and Store Duty first 用最近的消防工具進(jìn)行滅火，直到不再有火險用最近的消防工具進(jìn)行滅火，直到不再有火險 Use the closest fire fight tools until no fire any more 當(dāng)火情較嚴(yán)重時，防火門會自動落下當(dāng)火情較嚴(yán)重時，防火門會自動落下 Fi

12、reproofing shut roller will close automatically when heavy fire case 要及時關(guān)閉用電、用氣設(shè)備，避免發(fā)生危險要及時關(guān)閉用電、用氣設(shè)備，避免發(fā)生危險 Switch off all electric and gas equipment in time 安撫顧客情緒，疏導(dǎo)客人從安全通道離開安撫顧客情緒，疏導(dǎo)客人從安全通道離開 Appease the customer, leading the customer leaving from the safe passage聽從公司的統(tǒng)一指揮將火情消除聽從公司的統(tǒng)一指揮將火情消除 Put

13、off the fire according to the company level order 當(dāng)火情消除時，及時清理現(xiàn)場，恢復(fù)正常營運當(dāng)火情消除時，及時清理現(xiàn)場，恢復(fù)正常營運 After put off the fire, arrange well the fire location to go back to normal business status廣東品珍電子商務(wù)有限公司廣東品珍電子商務(wù)有限公司煤氣泄露Gas Leak 用氣設(shè)備漏氣現(xiàn)象發(fā)生在加工間，加工間內(nèi)報警器會自動報警，并自動用氣設(shè)備漏氣現(xiàn)象發(fā)生在加工間，加工間內(nèi)報警器會自動報警，并自動關(guān)閉煤氣主通道關(guān)閉煤氣主通道 Gas

14、leaking case normally happen in the Gas leaking case normally happen in the operation room, the alarm will work automatically and close the operation room, the alarm will work automatically and close the main gas pipe.main gas pipe.檢查開關(guān)是否正常檢查開關(guān)是否正常 Check the switch works or not.Check the switch work

15、s or not.通知養(yǎng)護(hù)科設(shè)備的漏氣現(xiàn)象，緊急維修通知養(yǎng)護(hù)科設(shè)備的漏氣現(xiàn)象，緊急維修 Inform maintenance Dept for emergency repair.Inform maintenance Dept for emergency repair.通知安全科發(fā)生的情況，安全科會及時趕到現(xiàn)場了解情況通知安全科發(fā)生的情況，安全科會及時趕到現(xiàn)場了解情況 Inform security Dept come to spot for checkingInform security Dept come to spot for checking查出泄露原因，及時處理，待處理完畢后，人工啟動

16、主通道煤氣開關(guān)，查出泄露原因，及時處理，待處理完畢后，人工啟動主通道煤氣開關(guān)，檢查報警器恢復(fù)正常時，方可使用檢查報警器恢復(fù)正常時，方可使用 Find out the leak reason, solve it, switch on the main gas pipe Find out the leak reason, solve it, switch on the main gas pipe manually. Use it only after confirm the alarm is working.manually. Use it only after confirm the alarm

17、 is working.廣東品珍電子商務(wù)有限公司廣東品珍電子商務(wù)有限公司員工發(fā)生意外Staff Injure一一. .燙傷燙傷 ScaldScald在超市正常營運時，員工在加工間操作時被開水或熱油燙傷，發(fā)生意外，在超市正常營運時，員工在加工間操作時被開水或熱油燙傷，發(fā)生意外，首先將燙傷部分用大量涼水沖洗降溫首先將燙傷部分用大量涼水沖洗降溫 During business time, if staff scald by hot water or oil in the During business time, if staff scald by hot water or oil in the o

18、peration room, flush with great deal of water to low down the operation room, flush with great deal of water to low down the temperature. temperature. 及時將受傷員工送至醫(yī)務(wù)室或醫(yī)院進(jìn)行進(jìn)一步醫(yī)治及時將受傷員工送至醫(yī)務(wù)室或醫(yī)院進(jìn)行進(jìn)一步醫(yī)治 Send the staff to infirmary or hospital for further cure.Send the staff to infirmary or hospital for fur

19、ther cure.及時通知部分主管及時通知部分主管 Inform Dept Manager in time.Inform Dept Manager in time.安排其余員工分擔(dān)其工作，保證正常的營業(yè)安排其余員工分擔(dān)其工作，保證正常的營業(yè) Arrange other staff for substitution to ensure normal businessArrange other staff for substitution to ensure normal business填具出險單，通知保險公司填具出險單，通知保險公司 Fill the insurance form, and

20、inform the insurance company.Fill the insurance form, and inform the insurance company.廣東品珍電子商務(wù)有限公司廣東品珍電子商務(wù)有限公司員工發(fā)生意外Staff Injure二二. .刀傷刀傷 Sword InjureSword Injure在正常營運時，員工在加工間操作時被刀具割傷，造成流血，首先將割傷在正常營運時，員工在加工間操作時被刀具割傷，造成流血，首先將割傷部分用干凈紙巾或棉布進(jìn)行包扎，避免流血過多部分用干凈紙巾或棉布進(jìn)行包扎，避免流血過多 During business time, if staff

21、 bleed which is caused by sword During business time, if staff bleed which is caused by sword in the operation room, bind up the wound with clean paper or in the operation room, bind up the wound with clean paper or cotton cloth to avoid bleed too much. cotton cloth to avoid bleed too much. 及時將受傷員工送

22、至醫(yī)務(wù)室或醫(yī)院進(jìn)行進(jìn)一步醫(yī)治及時將受傷員工送至醫(yī)務(wù)室或醫(yī)院進(jìn)行進(jìn)一步醫(yī)治 Send the staff to infirmary or hospital for further cure.Send the staff to infirmary or hospital for further cure.及時通知部分主管及時通知部分主管 Inform Dept Manager in time.Inform Dept Manager in time.安排其余員工分擔(dān)其工作，保證正常的營業(yè)安排其余員工分擔(dān)其工作，保證正常的營業(yè) Arrange other staff for substitution

23、to ensure normal businessArrange other staff for substitution to ensure normal business填具出險單，通知保險公司填具出險單，通知保險公司 Fill the insurance form, and inform the insurance company.Fill the insurance form, and inform the insurance company.廣東品珍電子商務(wù)有限公司廣東品珍電子商務(wù)有限公司員工發(fā)生意外Staff Injure三三.機器致傷機器致傷 Hurt by Machine在超市

24、正常營運時，員工在加工間操作機器時被致傷，首先將機器電源關(guān)閉，將受傷部分用干凈紙巾或棉布進(jìn)行包扎，避免流血過多 During business time, if staff hurt by machine, switch off the power first, bind up the wound with clean paper or cotton cloth to avoid bleed too much. 及時將受傷員工送至醫(yī)務(wù)室或醫(yī)院進(jìn)行進(jìn)一步醫(yī)治 Send the staff to infirmary or hospital for further cure.及時通知部分主管 Inf

25、orm Dept Manager in time.安排其余員工分擔(dān)其工作，保證正常的營業(yè) Arrange other staff for substitution to ensure normal business填具出險單，通知保險公司 Fill the insurance form, and inform the insurance company.廣東品珍電子商務(wù)有限公司廣東品珍電子商務(wù)有限公司員工發(fā)生意外Staff Injure四四. .摔傷摔傷 Hurt cause fall downHurt cause fall down在正常營運時，員工在加工間或賣場摔傷，首先檢查受傷部位是否有

26、骨在正常營運時，員工在加工間或賣場摔傷，首先檢查受傷部位是否有骨折跡象，如果是一般性摔傷可以將其慢慢扶起折跡象，如果是一般性摔傷可以將其慢慢扶起 During business time, if staff fall down in operation room or During business time, if staff fall down in operation room or sales area, first check itsales area, first check its fracture or not. If its fracture or not. If its only s only normal fall down, up r