Work plan of supermarket operation department

Part 1

Time flies like an arrow. A year's work has become history in a blink of an eye. We bid farewell to the fulfilling and busy 20xx and ushered in the hopeful 20xx. In 20xx, in order to serve customers more scientifically, we will be more targeted at work, everyone will do their best, perform their duties, cultivate talents, and make the positions more balanced. Under the foresight of the company's leaders, the Customer Service Department and the Network Control Center were integrated to establish the Operations Department. Looking back on the past year, our department, under the guidance and care of the company leaders and with the joint efforts of everyone, has done a lot of work, but there are also some shortcomings. In order to complete the work better in 20xx, To maximize strengths and avoid weaknesses, the specific work plan of this department in 20xx is now as follows:

1. Organizational structure and personnel position responsibilities of the Operations Department

The Operations Department collects business information, grasps market dynamics, and The promotion of a good company's external service image is a bridge to transmit and promote company cultural information and feedback customer opinions. Internally, it coordinates installation, maintenance, data inspection, report statistics, monitoring, etc., and provides internal information to the management in a timely manner. Analysis of leadership decisions. Currently, the operations department has a total of 19 people and needs to add 2-3 reserve personnel.

Division of responsibilities of the Operation Department: Manager: Wang Jingjing (Commander) 1. Fully responsible for the management of the Operation Department and the overall planning of the department, focusing on customer service and logistics park monitoring; 2. Responsible for customer service and market development, responsible for the second The operation and service of Keyiwei; 3. Cooperate in the discussion and follow-up of the company's projects.

Manager: Chen Xiang (political commissar) 1. Responsible for the management and planning of the operations department, focusing on the work of the monitoring center and call center; 2. Responsible for market expansion, assisting Mr. Gu in coordinating related business and tracking services; 3. Responsible for company project declaration work; external reception and other work.

Chief technical engineer: Xue Song is responsible for technical support, system installation, system maintenance and data analysis technical support, as well as internal and external training, personnel skills training, skills assessment and other work. Cooperate with department assessments and work inspections.

In order to provide better and more detailed service, the work content and responsibilities of each employee in the department are clarified based on the expertise of department personnel. The department is divided into four centers: customer service center, call center, Network control center, dangerous goods monitoring center; the operation department will jointly maintain and build a high-quality team around the four centers! The main responsibilities of the customer service center: provide good customer service to the outside world, solve various problems encountered by customers in a timely manner, and consolidate Market foundation and promotion; coordinate installation, maintenance, payment collection, reporting, statistics, etc. internally, provide internal and external information to management in a timely manner, and provide a basis for leadership decision-making.

Person in charge of the customer service center: Wang Jingjing; personnel composition: Huang Peipei, Shi Aixia, Jiang Jian, Wang Lei, Luo Mengyuan

The main responsibility of the call center: building a good taxi phone number in Huai'an City The taxi-hailing center should do a good job in visiting and publicizing taxi companies, and hold a symposium with taxi company leaders, asking everyone to work together and make suggestions to help increase the enthusiasm of taxi company drivers to grab orders; increase the use of call-hailing phones and APPs We will strengthen publicity and promotion, cooperate with the optimization of the functions of the car-hailing system, answer the call-hailing calls, and provide users with high-quality services. And do a good job in reporting and communicating with the transportation management department. Carry out inspections and collection of taxis and tourist vehicles in the city. In 20xx, we will actively look for online car-hailing platform partners and clarify our goals. Organize and retain various ledger files.

Person in charge of the call center: Chen Xiang; personnel composition: Luo Mengyuan (team leader), Zhao Ya, Stallone, Zhang Chi

The main responsibilities of the network control center: the network control center monitors the network Conduct data inspections on all vehicles within the company, and carry out data inspections and data analysis (accident analysis reports) on the vehicles of entrusted monitoring units, key operating vehicles and friendly cooperative user units in accordance with the requirements of statistics once a day, reporting once a week, and summary once a month. Wait for work, do a good job in mileage statistics of relevant units, and cooperate with customer service personnel to provide relevant services.

Do a good job in reception of visits from superior leaders and customers and system reporting and demonstration;

Person in charge of the network control center: Chen Xiang; Staff composition: Xue Song, Ding Liangliang, Feng Minmin, Wu Laifeng

Dangerous goods The main responsibilities of the monitoring center: Mainly responsible for 7*24 comprehensive and solid real-time vehicle monitoring of the entrusted monitoring service units. Monitoring personnel regularly inspect the vehicles of the entrusted monitoring service units and fill in the inspection ledgers. For speeding, fatigue driving, etc. Vehicles with violations will send dispatch information in a timely manner. Vehicles with uncorrected violations will immediately contact the driver or contact the person in charge of the company to stop and record it in the dynamic monitoring ledger. Do a good job in issuing vehicle violation notices, contact the company to receive the notice as soon as possible, and collect the notice as soon as possible. The contacted companies are urged to provide feedback and replies to the monitoring center as soon as possible. Do a good job in organizing notification receipts, and do a good job in responding to inquiries from custody and monitoring service units. Cooperate with customer service personnel to provide relevant services and conduct inspections by superior leaders.

Responsible for the data inspection of the company's dangerous goods vehicles. For each dangerous goods company's off-line vehicles, problems such as mislocation, cameras, memory cards, etc. are reported to the company in a timely manner, contact for repairs, and according to one statistics per day, Report once a week and summarize the relevant data once a month to form reports and send them to each company. Do data inspections and data analysis of dangerous goods companies every month; pay real-time attention to the company's two customer and one danger inspection posts and provide reminders, etc. Related work.

Person in charge of the monitoring center: Wang Jingjing; personnel composition: Chen Chaohua (team leader), Zhang Yang, Chen Chao, Jia Zhiyuan, Ding Guangxu, Wang Xiaoqing

2. Establish various regulations of the construction department Management system

Nothing is complete without rules. The system is the indispensable foundation of a department. In 20xx, we plan to formulate the following departmental systems, and update and revise them regularly or irregularly during the implementation process. The formulation of the following six major systems and processes will be completed by the end of February 20xx, and will be gradually updated and improved during the implementation process:

1. Develop the job responsibilities of each member of each work center of the department:

2. Develop the department’s daily behavior management regulations:

3. Develop each work center Work flow:

4. Develop a shift schedule for each work center:

5. Develop departmental emergency measures and coordination mechanisms:

6. Develop Outline the performance appraisal methods of each work center:

3. Work objectives

The Operations Department will set work goals based on the work of each center, and conduct quantitative assessments and skill evaluations. Customer Service Center: In order to carry out the work of the customer service center well, build a platform for the rapid development of the company's business, and achieve the company's goal of sales exceeding 50 million, the customer service center will continue to implement quantitative assessments this year to assess customer units and sales, and assign each customer to The customer service personnel are responsible for quantifying the customer service groups, assessing customer vehicles and sales, increasing rewards and reducing penalties. As a service representative, you should follow the company's service requirements and combine your own characteristics to find a service attitude and method that is most suitable for you. This can shorten the distance with customers during the service process and achieve better service results. .

In addition to the original service staff of the customer service center, this year we will add two outstanding personnel, Luo Mengyuan and Wang Lei, for training, so as to carry out the work of the customer service center more effectively. The following table shows the composition of the customer service center and their respective work goals for this year (striving to achieve department sales of 30 million yuan).

The customer service center will continue to strengthen daily customer service work, consolidate and maintain existing customer relationships, be anxious about the needs of users, think about what users think, provide advanced services, and improve service levels and depth. Make customer return visits thorough and detailed. Fully explore the personalized and characteristic needs of customers, learn the policy requirements and assessment standards of national and industry authorities, be a helper to industry departments and a mentor to users, and let services create value. Promote the formation of competitive advantage. Existing businesses can add value and generate revenue, achieve steady growth, and ensure that none of the existing users are lost.

Customer service staff will often go out to visit customers and find partners on a daily basis. They use existing platforms to conduct market research in various aspects, so as to be targeted, collect various types of information, and have a good understanding of the dynamics of competitors in the same industry. development direction and business direction. Closely focus on the national industrial policies and management regulations of industry departments, regularly check relevant websites, pay attention to relevant hot spots and key issues, communicate more with the heads of relevant government departments, let leaders understand our company, and thus find cooperation opportunities to develop new markets. , new project. Continue to do a good job in business development in the bus industry, official vehicle management, leasing industry, and special industries, focus on the ZTE Industrial Park to expand sales, and add about 6 valuable users or new projects;

Electricity Call center: Do a good job in promoting and publicizing the call center, increase the number of users, assign responsibilities to people, and conduct strict assessments on the call volume and success rate. The number of e-hailing has increased by more than 30% compared with 20xx, and the success rate has increased by more than 10%; the software department has been urged to improve the functions of WeChat car-hailing and mobile APP car-hailing, and increase the number of car-hailing statistics functions to strive for growth in car-hailing The volume is higher than 20%; in 20xx, we actively contacted the online car-hailing operating platforms and strived to cooperate with more than two operating platforms to serve more than 50% of the online car-hailing vehicles in Huai'an and occupy the Huai'an online car-hailing market. . Keep in touch with the transportation management department and strive for e-hailing operating funds and subsidies of no less than 1 million yuan.

Network Control Center: The Network Control Center strengthens services in visitor reception and accident analysis, and cultivates professionals who can report, explain, and analyze. Optimize various reports and summary tables, and department personnel will gradually go out to familiarize themselves with more user needs, create archival materials that are more in line with customer needs, and gradually improve the current situation of talking on paper and working behind closed doors.

Dangerous Goods Monitoring Center: Based on the Dangerous Goods Monitoring Center’s 7*24 real-time vehicle monitoring, real-time analysis, real-time processing of vehicle dynamic information, timely discovery and reminders to correct driver speeding and fatigue for entrusted monitoring service units The number of monitored illegal behaviors such as driving forms a satellite positioning problem vehicle monitoring daily report, which is reported every week and monthly reports are summarized; the number of violations and problems discovered during the monitoring is counted, and the number of vehicles that help correct the violations (sending dispatch information (number of calls, number of phone calls) and the number of violation notices issued, the number of feedbacks, and the number of inspection responses for statistics and analysis. (In the later system, a standardized and fixed form will be formed to divide the monitoring units into each person for statistics. A group leader will summarize and check the accuracy of the assessment. The distribution can be divided according to the appointment personnel)

For various report desks Assess the standardization, rigor and accuracy of filling in the accounts (daily report, weekly report, monthly report, inspection form, dynamic violation form, notice, shift handover).

Conduct assessments on the mastery of daily skills and the implementation of daily behavioral norms (arrival at work, duty, shift handover, post inspection, group reply), etc.

The work of each center will be summarized monthly. Compared with the same period last year and compared with the previous month, sales and payment collection will be statistically analyzed and compared, and quantitative assessment will be integrated into daily management. and in the later assessment, so that it is well-documented and clear at a glance. Form files for each center of the department.

Part 2

In 20xx, which is about to pass, many good memories come to mind. With the company's attention and training, I have made great progress personally. , also feel that there are many shortcomings.

As a store manager, I deeply feel the great responsibility. After more than half a year of store management and work experience, I understand the following truth:

First, for a company with good economic benefits For example, one is to have a professional manager;

The other is to have professional knowledge as a backing;

The third is to have a good management system.

As a member of the company, I have to do the following:

1. Conscientiously implement the company's economic policy, and at the same time communicate the company's business philosophy and strategies correctly and timely For each clerk, serve as a bridge between the past and the next.

2. While doing a good job in the ideological work of the clerk, unite the clerk, fully mobilize and exert the enthusiasm of the clerk, understand the beauty of each clerk, and give full play to their specialties, so that they can be suitable for others, increase and enhance The cohesion of our store makes it a united group.

3. Understand peer information through various channels, understand customers’ consumption psychology and habits, know ourselves and the enemy, and have a clear idea, so that our work can be targeted, thereby avoiding unnecessary unnecessary consequences. loss.

4. Lead by example as a store clerk, constantly learn and improve yourself while constantly transmitting the corporate culture to the clerks, and educate the clerks to have an overall team understanding and to act in the interests of the company as a whole in everything they do.

5. Attract customers with warm, thoughtful and meticulous services, give full play to the initiative and enthusiasm of all store employees, and create more and better results for the company! The new year is coming, and results can only represent In the past, I will manage our Songyang store with more proficiency in business and at the same time under the leadership of the company! Strive to achieve great results again in 20xx!!!

Part 3

I spent my 20xx year with Xiangruixiangshan Yuan*** in a world full of opportunities, competition, challenges and hardships. Through the help and guidance of superior leaders and the cooperation and efforts of all employees, new developments have been achieved in all aspects with the investment of sweat and wisdom.

Take stock of 20xx, there are gains and losses, there are issues about the company's competitive strategy; issues about customer service orientation; issues about corporate brand value recognition; issues about customer loyalty management There are also issues such as being prepared for danger in times of peace, the speed of entering retail stores, integrated retail marketing communication, and even more precarious issues in human resources management. I have experienced the process of starting from scratch and growing from small to large. However, with the development of the economy and changes in the situation, the retail market has taken root everywhere. Faced with this situation, I know that in order to complete the role change, I must study hard, proceed from reality, strengthen investigation and research, and explore ways to solve complex problems. The work summary and plan for 20xx are as follows:

1. Sales performance

In the second half of 20xx, our store achieved a total sales performance of 6.51 million yuan, with an average daily passenger flow 1,647 people, with an average daily customer price of 39.88 yuan. Throughout the year, the sales performance in December was outstanding, accounting for 29.94% of the sales share in the second half of the year; the fresh meat group achieved sales after switching from joint operation to self-operation, and the sales performance of the fresh food area accounted for 29.94% of the sales in the store. Performance of 40.

In the second half of the year, the highlights of sales performance are mainly reflected in the following aspects

1. There is no small matter in the company - due to improper quotation strategy for Jiajiaxian, Xinyijia lost all its business .

Since Jiajiaxian’s fresh food transportation business is not large, the headquarters has not treated it as a key matter. From vehicle organization, operation management, and even quotation, the operations department is responsible. This department has improper organization of vehicle capacity and lacks assessment and training of drivers’ character and service awareness. Completely out-of-control situations such as theft, driver contact with customers directly, and disagreements between the operations supervisor and the customer correspondent supervisor occurred. This situation directly affects our good business reputation in Xinyijia.

Because we continue to pay high freight rates, the overall cost has increased, and the quotations to customers have increased. In addition, the managers of Jiajiaxian are not very familiar with the logistics business, so they compared the price of our company's vehicles with the simple unit price of idle vehicles in society, and compared the price of our company's 3-ton vehicle with a volume of 19m3 to that of a 1.5-ton vehicle with a volume of 11--13m3. price. Due to two factors: our own high quotation and improper comparison by customers, our freight rates are extremely high.

Due to the collateral impact of Jiajia Xian, we successively lost Shenzhen distribution and national joint procurement. The bidding process for Xinyijia Changsha has also become extremely difficult. Although we got this business at a very low price, in fact there was no profit at all. At this point, we have lost a project with an annual turnover of 8 million yuan due to a small Jiajia Fresh business. One sentence sums it up: "If you make one careless move, you will lose everything."

2. Lack of execution is the withering of the vitality of the enterprise

Due to historical reasons, the cultural level of company team members is generally not high. In addition, some employees have no previous experience in the industry, especially those who lack experience in large companies. This makes our management and operations difficult. On the one hand, we do not have the awareness to actively create a management system, and even if we formulate one, it is not very operable. Even with these existing rudimentary management systems, it is difficult to see the shadow of the system in operation.

Ignore training and education. Our operations team lacks adequate training and education for drivers, grassroots employees, and suppliers. It is impossible to standardize daily operations with systems and processes, reduce the workload of managers themselves, and free up more energy to deal with more important matters such as coordinating with consignors and consignees, integrating resources, coordinating internally, developing customers, and innovating operational plans. . Our managers prefer to jump right into the thick of things, creating tensions with customers, drivers, and suppliers. This phenomenon is common in body matching, long matching, and joint purchasing.

Laziness and laziness. Since the company was founded in XX, Yuan Chengwen from the Marketing Department has developed the Philips project. No one except me can develop new sustainable projects for the company. Everyone is accustomed to laziness and does not have the courage and pride to conquer the country. When we lose the passion to conquer the country, all I can ask of you is that you must at least have the diligence to keep the family business.

3. Low cost is the main component of an enterprise’s core competitiveness

The logistics business is different from other high-tech industries. Whoever has strong resource integration capabilities and low management costs and financial costs will win. Be able to have the last laugh in the bidding process. In 2011, we explored various channels and accumulated experience in cost estimation and transportation resource channels of various models. We have tried it through the Suning project and the Dell project. We understand how big the gap is with other companies and why Suning’s projects are losing money.