Walmart百貨公司零售企業(yè)門店管理沃爾瑪超級(jí)市場(chǎng) 培訓(xùn)體系-1

1、TrainingTraining培訓(xùn)培訓(xùn)Wal-Mart China CO.,LTD.- Confidential - DATE MM/dd/yy 06/17/03沃爾瑪中國(guó)有限公司-機(jī)密-Page PAGE 18 of NUMPAGES 18Training培 訓(xùn)Chapter 1Home Office Training 第一章總部辦公司培訓(xùn)Orientation 入職培訓(xùn) English Training 英語培訓(xùn) Library圖書館Training Center培訓(xùn)中心Walton Institute沃爾頓學(xué)院Operating Standards運(yùn)作標(biāo)準(zhǔn)Chapter 2 In-St

2、ore Training Coordinator Working Procedure 第二章店內(nèi)培訓(xùn)協(xié)調(diào)員工作程序Store Training Coordinator Job Description 店內(nèi)培訓(xùn)協(xié)調(diào)員工作描述Orientation 30-60-90 30/60/90入職培訓(xùn)Cashier Training 收銀培訓(xùn)On-the-job Training 現(xiàn)場(chǎng)培訓(xùn)Training Needs Assessment 培訓(xùn)需求測(cè)試Vendor Training 供應(yīng)商培訓(xùn)Job Specific Training 專題培訓(xùn)Sponsor Program 員工指導(dǎo)計(jì)劃Management

3、 Trainee Program 見習(xí)管理人員計(jì)劃New Store Associates On-the-job Training 新店員工現(xiàn)場(chǎng)工作培訓(xùn)Vendor Promoter Training 供應(yīng)商促銷員培訓(xùn)Documentation 文檔Chapter 3Regional Trainer 第三章區(qū)域培訓(xùn)員Supercenter 購物廣場(chǎng)Management Training 管理層培訓(xùn)Follow Up MTP 跟進(jìn)見習(xí)管理人員培訓(xùn)Operation Guide 營(yíng)運(yùn)指南Modification of MTP MTP課程修改Sams Club 山姆會(huì)員店Management Tra

4、ining 管理層培訓(xùn)New Store Management Training 新店管理層培訓(xùn)Follow Up MT 跟進(jìn)見習(xí)管理人員培訓(xùn)MIT Program 見習(xí)管理人員課程Resources Index 資源索引Training Overview培訓(xùn)概況Our Mission StatementTo Partner With Management 成為管理層的伙伴To provide Quality Training Service 提供高質(zhì)量的培訓(xùn)服務(wù)To Improve Associates Performance！ 改進(jìn)員工工作表現(xiàn)2.O-chart of Training T

5、eam and Main Responsibility of Each Section 培訓(xùn)組的組織結(jié)構(gòu)及各部分主要工作職責(zé)。Francis TamVice President of HRShirley YangTraining SpecialistElliott HuangSenior Training ManagerDavid WuOps Training Mgr - SupercenterKaren JinCoordinatorSupercenterSusan GuoOfficer Overhead& MdseChristina YeCoordinatorSams & DCJance D

6、uOps Training Mgr-SamsJudy ZhuTranslatorRay WangRegional TrainerSupercenterMax PengRegional TrainerSupercenterRegional Trainer:區(qū)域培訓(xùn)員 Be in Charge of Management training for Supercenter/Sams club負(fù)責(zé)購物廣場(chǎng)/山姆會(huì)員店管理層培訓(xùn)Supercenter/Sams Club Training Coordinator購物廣場(chǎng)/山姆會(huì)員店培訓(xùn)協(xié)調(diào)員Responsible for all organization

7、 , coordination and following up of store training, especially the training of general associates. 全面負(fù)責(zé)商場(chǎng)培訓(xùn)工作的組織、協(xié)調(diào)和跟進(jìn)，尤其是普通員工培訓(xùn)。 Home Office Training coordinator總部培訓(xùn)協(xié)調(diào)員Responsible for the following up and coordination of Home Office training, including the training for merchandising associates and

8、cross-training.負(fù)責(zé)跟進(jìn)和協(xié)調(diào)總部辦公室培訓(xùn)，包括采購部同事和跨部門培訓(xùn)。3.How to be a Good Trainer? 如何做一名合格的培訓(xùn)員？Your People Skill 人際交往技巧Partnership, Interdependent 與人交往，互相依賴Communication 善于溝通交流Commitment, Passion 對(duì)工作有承諾，擁有飽滿的熱情Circle of Influence, Leadership 有領(lǐng)導(dǎo)才能，具一定影響力Your Open Mind寬闊胸襟Always willing to Learn, to Improve 孜孜好

9、學(xué)，樂于提高。See the old lady/young woman 少女/老婦的啟示。Your Professionalism 專業(yè)技能Training expertise 培訓(xùn)技能Train the Trainer, KISS, simple and relevant, Fun Leaning, Adapt/Adopt/Reject,7 Habits, 1 minute manager, Star Fish, Geese & Buffalo, Fast Feedback, Basic Supervision, Performance Consulting, etc. Operations

10、 Knowledge 營(yíng)運(yùn)知識(shí)30/60/90 Orientation, Sponsor, 1st Retailer, PI, Reports, Guides/First Steps, MTP/MIT, Management classes, Leadership Foundation, HR, Mdse, etc.English英語程度The easiest language 最簡(jiǎn)易的語言。Never write anything youve never read; 不要寫從未讀過的東西。Never say anything youve never heard 不要說從未聽過的話。New C

11、oncept English II , III 掌握新概念英語第二、三冊(cè)。Bad Trainer 差的培訓(xùn)員Good Trainer 好的培訓(xùn)員Unpunctual不守時(shí)Do not prepare what trainees need 沒有預(yù)期到學(xué)員的需求Lack of planning 缺乏計(jì)劃和準(zhǔn)備Be unfamiliar with training contents 不熟悉培訓(xùn)內(nèi)容Use only one way of teaching 只使用一種授課方式Lack of communication 與學(xué)員缺乏溝通Do not allow trainees to ask questio

12、ns 不允許學(xué)員提問Lack of passion缺乏熱情L(zhǎng)ack of confidence缺乏自信Poor presentation 表達(dá)不清晰Improper attire 著裝不當(dāng)Planned and organized有組織、有準(zhǔn)備Proper dress 適宜的著裝passionate, confident and experienced 熱情、自信且經(jīng)驗(yàn)豐富Humor 有效地使用幽默Encourage participants to involve 鼓勵(lì)學(xué)員的參與Adopt various ways of teaching 采用多種授課方式Try to improve trai

13、ning skills 努力改進(jìn)培訓(xùn)技巧Waved tones語調(diào)有起伏Smiling微笑Eye contact 與學(xué)員有視線接觸Good Presentation表達(dá)清晰TrainingOffice Training培訓(xùn)總部培訓(xùn)Chapter 1 Home Office Training 第一章 總部辦公室培訓(xùn)工作范圍Orientation 入職培訓(xùn)Home Office總部Supercenter/Club 購物廣場(chǎng)/會(huì)員店Format 形式2 full day 2整天30-60-90 OrientationTime Schedule時(shí)間On a monthly basic 每月一次The

14、1st, 30th, 60th and 90th day入職第1，30，60和90天Content內(nèi)容Day 1:Wal-Mart History, Wal-Mart Today, Wal-Mart Culture第一天：沃爾瑪歷史、今日沃爾瑪和沃爾瑪文化Day 1: History, Handbook (3 Basic Beliefs, Ethics, General Rules, Policies, Benefits Overview)第1天：沃爾瑪歷史、員工手冊(cè)(3項(xiàng)基本信仰、基本規(guī)范、政策和工資福利概述)Day 2: C&B, Wal-Mart Policies and General

15、 rules, LP, ISD and Orientation Test第二天：工資福利、沃爾瑪政策、防損知識(shí)，ISD知識(shí)和入職培訓(xùn)測(cè)試Day 30: C&B, Terminology, Business Philosophy第30天：工資福利、術(shù)語、經(jīng)營(yíng)哲學(xué)Day 60: No Quit Policy, Career Development and Grass Roots Meeting第60天：離職挽留政策、職業(yè)發(fā)展機(jī)會(huì)、草根會(huì)議Day 90: Transfer Policy and Orientation Test第90天：離職政策、入職培訓(xùn)測(cè)試English Training 英文培訓(xùn)

16、2.1Objective 目的To prepare our associates to be more proficient in English for better communication and perform their job duties to cater for the business needs, we started our English Training in April of 2000.為使公司員工更熟練地運(yùn)用英語進(jìn)行溝通并迎合公司發(fā)展需求，我們于2000年4月開始英語培訓(xùn)課程。2.2The first Stage (from April to November,

17、 2000) 第一階段 (2000年4月至11月)In this period, our company provided an opportunity to learn English to as many people as possible and our English Training mainly focused on the oral speaking.在這個(gè)階段中，公司為盡可能多的員工提供學(xué)習(xí)英語的機(jī)會(huì)，我們的英語培訓(xùn)主要著重于口語方面。2.3Details of each class 每個(gè)班的具體事宜:Class A A班Basic level初級(jí)水平6 months pro

18、gram, 3sessions a week with 2 hours a session, totally 150 hours課程為期6個(gè)月，每周3節(jié)課，每課2小時(shí)，共計(jì)150小時(shí)For 4 DGMs上課對(duì)象:4位營(yíng)運(yùn)總經(jīng)理/副總Class time: Monday, Wednesday and Friday morning, from 7:30am to 9:30am上課時(shí)間:每周一、三、五早上，7：30am9:30amClass Venue: Conference room, 6/F, Home Office上課地點(diǎn)：總部六樓會(huì)議室Class B1 B1班Intermediate lev

19、el中級(jí)水平3 months program, 1 session1 a week with 2 hours a session, totally 24 hours課程為期3月，每周1課，每課2小時(shí)，共計(jì)24小時(shí)For Home Office key managers 上課對(duì)象:總部部門經(jīng)理20 participants參加人數(shù)：20人Class time: Tuesday morning, from 7:30am to 9:30am上課時(shí)間:每周二早上，7：30am9:30amClass Venue: Conference room, 5/F, Home Office上課地點(diǎn)：總部五樓會(huì)議室

20、Class B2 B2班Basic level初級(jí)水平3 months program, 1 session a week with 2 hours a session, totally 24 hours課程為期3月，每周1課，每課2小時(shí)，共計(jì)24小時(shí)For Ops. DM and above and Home Office key managers上課對(duì)象:總部部門經(jīng)理10 participants參加人數(shù)：10人Class time: Thursday morning, from 7:30am to 9:30am上課時(shí)間:每周四早上，7：30am9:30amClass Venue: Con

21、ference room, 6/F. Head Office上課地點(diǎn)：總部六樓會(huì)議室Class C C班Basic level初級(jí)水平One and a half months program, 2 sessions a week with 2 hours a session, totally 24 hours課程為期一個(gè)半月，每周2課，每課2小時(shí)，共計(jì)24小時(shí)For Home Office general associates上課對(duì)象:總部辦公室普通員工30 participants參加人數(shù)：30人Class time: Wednesday night from 7:00pm to 9:00

22、pm and Saturday afternoon form 2:00pm to 4:00pm 上課時(shí)間:每周三晚上7：00am9:00pm, 和每周六下午2：00pm4:00pmClass Venue: Conference room, 5/F, Home Office上課地點(diǎn)：總部五樓會(huì)議室Class D D班In KunmingD班設(shè)在昆明Basic level初級(jí)水平3 months program, 3sessions a week with 2 hours a session, totally 74 hours課程為期3個(gè)月，每周3課，每課2小時(shí)，共計(jì)74小時(shí)For B Grade

23、 and above上課對(duì)象:總部辦公室普通員工30 participants參加人數(shù)：30人Class time: Monday, Wednesday and Friday morning, from 7:30am to 9:30am上課時(shí)間:每周一、三、五早上，7：30am9:30am2.4The next stage (for year 2001) 下一階段(2001年)In order to improve our English training quality continuously and ensure having a better result for further En

24、glish Training, we make some changes to the format of the class. 為了繼續(xù)提高我們的英語培訓(xùn)質(zhì)量，確保取得更好的效果，我們對(duì)課程形式做了一些改變。 We will focus more on the quality of English Training in the next stage. We will start roll out reading, listening, and writing in the next stage so that our associates will be more proficient i

25、n the different skills on English.在下一階段，我們將更著重于英語培訓(xùn)的質(zhì)量，為此我們將全面涉及聽、說、讀、寫四個(gè)方面來使我們的員工更熟練掌握各項(xiàng)英語技巧。Here are the details of each class以下是每個(gè)班的具體事宜:Class oneIntermediate level中級(jí)水平2 months program，2 sessions a week with 2 hours a session, totally 36 class hours課程為期2個(gè)月，每周2課，每課2小時(shí)，共計(jì)36小時(shí)20 participants參加人數(shù)：20人

26、Class time: Tuesday and Thursday night, from 7:00pm to 9:00pm上課時(shí)間:每周二、四晚上7：00pm9:00pmClass Venue: Conference room, 5/F. Head Office上課地點(diǎn)：總部五樓會(huì)議室Class twoBasic level上課地點(diǎn)：總部五樓會(huì)議室2 months program，2 sessions a week with 2 hours a session, totally 36 class hours課程為期2個(gè)月，每周2課，每課2小時(shí)，共計(jì)36小時(shí)20 participants參加人數(shù)

27、：20人class time: Wednesday night and Friday night, from 7:00pm to 9:00pm上課時(shí)間:每周三、五晚上7：00pm9:00pmClass Venue: Conference room, 5/F. Head Office上課地點(diǎn)：總部五樓會(huì)議Library 圖書館 In order to improve our associates and meet their job requirement, China Home Office Library was set up from May 5,2000.The Library is a

28、ccessible to all Shenzhen Overhead Office associates. Books on topics such as leadership, time management, customer service, negotiation, self-development and team building etc. are available. There are about 300 books at present. The Library is located on the 6/F of Shenzhen Overhead Office. And th

29、e library service is from 12:00 noon to 1:00pm on every working Monday, Wednesday, and Friday.為提高員工工作素質(zhì)，滿足工作需求，圖書館于2000年5月5日成立。其面向沃爾瑪深圳總部全體同事。圖書館提供關(guān)于領(lǐng)導(dǎo)藝術(shù)、時(shí)間管理、顧客服務(wù)、談判、自我發(fā)展及團(tuán)隊(duì)建設(shè)等方面書籍，目前藏書近300冊(cè)。圖書館設(shè)在沃爾瑪中國(guó)總部辦公室六樓，借閱時(shí)間為周一、周三及周五中午十二點(diǎn)至下午一點(diǎn)。3.1Borrowing Steps 借書步驟：Read carefully the Guideline posted on the

30、 6/F, bulletin board. 閱讀借書須知(貼在六樓布告欄)。Show your Associate badge while you borrow the book. 借書時(shí)請(qǐng)出示工牌。Fill out the Registration Log填寫借閱登記表。Return the book within two calendar weeks. Complete the Returning Date and Signature column on the Registration Log兩周內(nèi)歸還，填寫 借閱登記表歸還期欄并簽字確認(rèn) 借閱完畢。 3.2Guidelines 借書須知

31、：Take good care of the books and do not make any notes on the books. 請(qǐng)愛護(hù)書籍，勿在書上涂寫。Only 1 book may be checked out once by one person. 每人每次只限借一本書。Due day is 2 calendar weeks from the date of checkout.限兩周內(nèi)歸還。Borrowed book could be renewed for one more weeks at the end of the 2nd week if needed. All bor

32、rowed items should be returned on or before the due day, or a delay fee will be charged to the responsible associate. The delay fee is RMB 1 per day per book if date of return overdue. 如兩周內(nèi)未讀完所借書籍，可續(xù)借一次，期限為一周。過期一天，罰款人民幣一元，以此類推。 Should the books be lost, defaced, damaged, or not returned within 30 da

33、ys from the due day, the responsible associate will be charged twice as much as the book price or a replacement of two copies of the lost. 丟失、破損或過期30天未歸還所借書籍，將按書價(jià)的兩倍金額賠償所借書籍。Books are borrowed by associate in person. 不允許代他人借書。Training Center 培訓(xùn)中心Wal-Mart China Training Center has 120 square-meter, m

34、aximum with 48 seats, located on the 2nd floor of Sams Club # 6505. This training Center is mainly used for management training classes, such as Walton Institute, Leadership Foundation etc. This Center is also used for other important training sessions that multi-media equipment are to be used.沃爾瑪中國(guó)

35、培訓(xùn)室大小為120平方米,最多容納48人，位于山姆會(huì)員店2樓，主要用于管理層培訓(xùn)課程，如沃爾頓學(xué)院，領(lǐng)導(dǎo)藝術(shù)培訓(xùn)等，以及其他需要使用多媒體設(shè)備的培訓(xùn)課程.Available equipment includes 6 round tables, laptop computer, LCD projector, DVD, VCR, flip chart stands, Hi Fi Amplifier etc.可用設(shè)備包括6張圓桌,鐳射投影儀,DVD,錄像機(jī),翻頁板,高保真放音設(shè)備等.4.1Wal-Mart Training Center Guidelines沃爾瑪中國(guó)培訓(xùn)室指南： To use Wa

36、l-Mart China Training Center, please contact Head Office Training Co-ordinator Susan Guo at 5623288-8308/8309 for reservation. 使用沃爾瑪中國(guó)培訓(xùn)室,請(qǐng)與總部辦公室培訓(xùn)協(xié)調(diào)員Susan Guo聯(lián)絡(luò)預(yù)訂事宜，電話：5623288-8308/8309.Training Center may be reserved at least 15 days prior to the date of event. It may not be booked for weekly meet

37、ing. 培訓(xùn)室應(yīng)在課程開始15天之前預(yù)訂。培訓(xùn)室不能作每周例會(huì)使用。Training Center will remain locked when not in use. After being authorized, the reserving department may check out the room from the Cash Office of Sams Club # 6505. 培訓(xùn)室不使用時(shí)應(yīng)上鎖。預(yù)訂部門被授權(quán)后，可從山姆會(huì)員店現(xiàn)金房取得培訓(xùn)室鑰匙。The reserving department is responsible for setting up the ro

38、om and returns it to the default setting. The reserving department is also responsible for cleaning the room after the event has taken place. Training rooms will be inspected by Sams Training Coordinator at the first working day after the event.預(yù)訂部門應(yīng)負(fù)責(zé)布置房間，使用完畢后，將培訓(xùn)室恢復(fù)原狀.預(yù)訂部門還應(yīng)在課程結(jié)束后做好清潔工作。山姆會(huì)員店培訓(xùn)協(xié)調(diào)

39、員將于課程結(jié)束后的第一個(gè)工作日檢查培訓(xùn)室。In case the Training Center previously reserved is needed for other urgent uses, the Overhead training department reserves the right to cancel the reservation however will notify in advance.如果已被預(yù)訂的培訓(xùn)室需要用于其它緊急事宜,總部培訓(xùn)部門保留取消預(yù)訂的權(quán)利，不過會(huì)提前通知預(yù)訂部門。4.2Attentions in Using the Training Room

40、培訓(xùn)室使用注意事項(xiàng)Key 鑰匙 Please borrow and return within the same day.當(dāng)天借用, 當(dāng)天歸還。Walls 墻壁 Please do not use two-side tape. Use one-side tape to the need of class.勿用雙面膠貼上墻壁，如是課堂需要，可使用單面膠紙。LCD Projector LCD投影儀Please do not power on/off too frequently. Turn off the general power upon the full stop of heat-fan.

41、Pay attention not to press with finger the button of remoter as it is made out of soft glue.不可反復(fù)開/關(guān)儀器。關(guān)閉時(shí)需等至散熱風(fēng)扇停止之后，方可關(guān)閉總電源。Hi Fi Amplifier BOSE自由空間6號(hào)功放Please turn the volume of Hi Fi Amplifier to the minimum before tune on/off the power. 開/關(guān)電源之時(shí)，請(qǐng)首先將功放聲量控制板，調(diào)至最小，然后再開/關(guān)電源，這樣可避免電流沖擊揚(yáng)聲器的壽命。Flipchart

42、翻頁板 The Flipchart could be written with whiteboard pen only and cleaned by Eraser only. Do not clean the Flipchart with any chemical cleaner.Flipchart翻頁板上只可用whiteboard白板筆書寫，并只可用板擦擦拭。請(qǐng)勿用任何清潔劑擦拭白板。Drink Machine 飲水機(jī)Do not turn the power on when there is no water.請(qǐng)勿在沒有水時(shí)打開加熱開關(guān)。Retractable screen for LCD

43、 投影屏幕Do not scratch or touch the retractable screen for LCD with the figure, pen or any other subjects. 請(qǐng)勿用手，筆或其他任何物體指劃或觸摸屏幕。Microphone 無線麥克風(fēng)The battery of the microphone should be taken out after the event. 請(qǐng)用完之后，將電池拆出。Walton Institute 沃爾頓學(xué)院Brief Introduction 簡(jiǎn)介Walton Institute is one of the most e

44、xtensive professional development sessions offered by Wal-Mart Stores, Inc.沃爾頓學(xué)院是沃爾瑪公司提供的最有影響力的職業(yè)發(fā)展培訓(xùn)課程之一。An intensive 5-day training simulation based on our corporate beliefs and values.一個(gè)基于公司信仰和價(jià)值觀的，為期5天的強(qiáng)化訓(xùn)練。The session targets 6 key dimensions of successful leadership: Planning and Organization, Deciding, Performance Management, Relating, Leading and Drive. 培訓(xùn)主題圍繞成功領(lǐng)導(dǎo)六大要素：計(jì)劃和組織、決策、績(jī)效管理、人際關(guān)系、領(lǐng)導(dǎo)和驅(qū)動(dòng)。學(xué)院面向中、高層管理層同事。They should complete extensive pre-work