1目录第一章总则................................................................................................................................1第二章单店的组织结构............................................................................................................2第三章单店的日常运作管理....................................................................................................7第一节物料管理................................................................................................................7第二节工时管理..............................................................................................................11第三节财务管理..............................................................................................................12第四节品质管理..............................................................................................................17第五节服务管理..............................................................................................................20第六节环境管理..............................................................................................................23第七节保全管理..............................................................................................................25第八节设备管理..............................................................................................................27第九节分析与总结..........................................................................................................28第四章人员管理......................................................................................................................29第一节人员招聘..............................................................................................................29第二节人员培训..............................................................................................................33第三节薪酬与考核..........................................................................................................38第五章顾客管理......................................................................................................................40第一节顾客信息管理办法..............................................................................................40第二节顾客投诉管理办法..............................................................................................42第六章促销管理......................................................................................................................44第一节市场信息管理办法..............................................................................................44第二节促销管理方法与程序..........................................................................................45第七章附则..............................................................................................................................48表一需求计划..................................................................................................................49表二入库单......................................................................................................................50表三退换货申请表..........................................................................................................50表四领料单........................
