Supermarket management summary report

Supermarket management summary report

Adhere to fairness, reasonableness and flexibility in handling product complaints. There must be rules to follow when it comes to problems with products. That is to maintain a good reputation among consumers and at the same time try to achieve the understanding and support of agents as much as possible. Below is the supermarket management summary report material I compiled for everyone to provide reference. You are welcome to read it.

Supermarket Management Summary Report 1

The work of the first three quarters of __ has ended. With the unremitting efforts and persistence of all employees, the work tasks of the first three quarters have been basically completed. . Specifically, it is divided into the following aspects

1. Improve service quality. First of all, we believe that if the company's service quality needs to be improved, it is not enough to rely solely on the follow-up inspections of our service office. Therefore, at the beginning of the year, we formulated a part-time duty manager for the floor, who is served by a floor director-level person, who is the same as our *** Cooperate to inspect the daily behavioral norms of employees on each floor, thereby strengthening the strength in store inspections. In the second quarter of this year, the Service Office led each commodity department to carry out team building. Taking each area of ??the commodity department as a unit, we will specifically carry out construction in the aspects of customer complaints, foreman handover, and daily assessment of shopping guides. We will implement mutual inspections of stores and self-inspections of departments. The service office will lead a team to conduct joint inspections two to three times a week and based on the results. Participants in issuing inspection and rectification notices include service office personnel, department foremen, directors, and floor duty managers. The on-site management is responsible for each level, and the hierarchical management is at the service office company level? Each commodity department department level? Squad leader level? Store manager level? Employees. Increase the intensity. Department cadres are responsible for the on-site management of their own departments. They can deal with problems in a timely manner, which is more conducive to management effects in terms of employee acceptance and cooperation. Establish a store manager training system and conduct sales follow-up. In the third quarter, the service office replaced the service quality tracking cards of all employees and established service management files for all employees. For employees who violated disciplines more than 6 times throughout the year, we will suspend the employee's qualifications, conduct training and re-apply The onboarding procedure enables all employees to establish crisis awareness and comprehensively improve service quality to create the best service environment. To date, more than 4,000 service quality tracking cards have been replaced and issued. Before the store anniversary, we also launched the "My Smile" and "My Smile" among employees. I lead the service slogan and organize the production of employee smile service cards, which are distributed to all employees and worn by all employees. In this way, all employees face every customer with a smile and retain Guofang Parkson's smile for customers. In August, in order to further improve service quality and establish employees' service awareness, ***44 service star candidates were launched, which played a role in leading from one point to another.

2. Reception and handling of customer complaints. During this year, we have used regular department meetings or communication meetings, special trainings, etc. to train floor managers on the company's return and exchange regulations, complaint handling skills, and quality case analysis. We focused on standardizing our own reception formats and standardizing services as our main work goals. To standardize complaints, standardize reception etiquette, standardize reception procedures, standardize the implementation of processing results, standardize floor reception and records, the service office conducts regular inspections, and punishes non-standard managers. In August this year, the company arranged for me to give complaints tips to front-line foremen. During the training, I carefully prepared and brought out the art of handling customer complaints, which was well received by the lower-level management. Through this training, I improved the ability of the lower-level managers on the floor to handle complaints. In the first three quarters of 20_ all *** of the Service Office received 371 complaints of various types. Completion rate: Quality category: 224 cases, Service category: 9 cases, Comprehensive category: 131 cases, Emergency incidents: 7 cases. In terms of emergency incident handling , we renewed the insurance agreement with the insurance company and the third-party liability insurance premium is ***3,000 yuan. The three stores are covered by the same insurance. As long as emergencies occur in our company, they are covered by the insurance, thus reducing the company's losses.

3. The scope of personnel management inspections should be comprehensive and institutionalized. Incorporate the management of second-line and front-line employees into a synchronized track for daily supervision and management.

In accordance with the company's relevant rules and regulations, we will treat everyone equally and strictly implement them to be fair and just, not favoring one over another, achieving transparent supervision and inspection, standardizing management, and eliminating the problem of inconsistent implementation standards. We have also formulated a rectification notice to promptly deal with the problems found. We have made rectifications, which have greatly improved some work, and we have also increased our efforts to inspect cadres on the job, increasing it from twice a day to four to six times, so that managers in each department have a sense of self-discipline. In terms of welcoming guests, we require managers on each floor to stand in the employee aisle to greet employees before entering the store every day. In this way, the affinity of managers is strengthened and the distance between managers at all levels and employees is increased. Much closer.

4. The five major managers of the store have a strict inspection system and put forward key points for inspections on each floor. During the daily inspections, the duty manager of the service office must perform "three diligences": diligence on the hands, diligence on the legs, and diligence on the mouth. Provide timely feedback and communication with the department on discovered problems, issue rectification notices, propose rectification deadlines, and conduct inspections and follow-ups so that all types of problems found can be solved in a timely manner. However, some problems cannot be implemented, mainly hardware problems. , we follow up through site inspection reports to eliminate the passive situation of talking but not implementing the work. In the first three quarters of 20_, the service office inspected the store and found a total of 5,823 disciplinary violations by various employees, the company's average disciplinary rate. Most of the employees are mainly given criticism and education, and only a small number of employees who often violate disciplines are given financial penalties. This also reflects the company's humanized management and reduces the passive situation of punishment-based management.

5. Improve the business skills and professional level of the duty manager. We have developed a systematic training plan based on the shortcomings of the duty manager's business, and conduct regular training on product knowledge and professional knowledge. The trainer is served by our duty manager himself, and we use our weaknesses to make up for our own weaknesses through training, such as Some comrades in our department do not know how to carry out their work, so I will arrange for them to tell them how to carry out their work effectively during working hours, thus further improving the duty manager's business skills and handling of customer complaints, and further improving the self-supervision and self-management mechanism. , In the first three quarters, the service office conducted nearly 20 various types of trainings.

6. Work in a silver store. In specific work, the service office cooperates in accordance with the company's unified arrangements, including personnel recruitment, training, etc. I teach the course on commercial service regulations, with a total of more than 20 class hours, and the training tasks are completed on time. Secondly, we also trained service desk personnel to change their service concepts. What customers need is what we have to do. Always deal with problems based on customer satisfaction and provide customers with services that meet your expectations. We also have strict requirements for the duty managers of the Baiyin Store Service Office, requiring them to manage according to the management level of the main store. Although there is still a gap between the management of branch stores and the main store, we are confident that we can improve the management of branch stores.

7. Actively cooperate with the company to complete various tasks

From participants, executors, planners to organizers, there are service office managers on duty everywhere in the company’s large-scale activities. He has been able to complete all tasks proposed by the company in a timely, comprehensive, quality and quantitative manner, and has achieved certain results, which has been recognized and affirmed by the company leaders and the leaders of the Human Resources Department. Summarizing the work of the service office in the first three quarters of 20_, although we have achieved certain results and have been recognized by the leaders, our work improvement is still progressing slowly. There is still a certain distance between the professional quality of the personnel and the standards of the duty manager, and the department Most of them are new employees with relatively low professional quality and relatively lack of experience in handling customer complaints. In terms of service quality, there is still a certain distance from large shopping malls in developed cities. All in the fourth quarter of 20_20 In the first quarter of 2020, I will work hard to improve the quality of our staff, improve work efficiency, take the lead in advocating and implementing "specialized services" in Lanzhou, and play a special service card, so that customers can not only enjoy the brand culture of Guofang Parkson, but also Enjoy the service culture of Guofang Parkson.

Supermarket Management Summary Report 2

Time flies by and I spent the first half of the year unknowingly. However, I still clearly remember what a difficult process I went through when I first took office. The pressure is unprecedentedly high, and overcoming many problems requires more labor and effort than before. The company arranged for me to take over the position of store manager of Weichang Kuangguang_x counter. Facing the fierce challenge, I was a little hesitant about whether I had the ability to take the challenge. Taking on this heavy responsibility, I saw that the counters have a complete range of brands, are well-known, and the personnel are united. I thought that I would be safe when I came. I put down my burdens and devoted myself to my work. I tried my best to complete the tasks assigned by the company. I just worked hard like this. After completing one month, we then challenged a new month. Half a year later, we saw more customers recognizing our brand, which made us very happy and gratified. It allowed us to see that there are better development prospects, which made me optimistic about the future. a bigger goal.

1. Performance The overall task from January to June was ___, and the actual completion of ___. April. While completing the task, we exceeded the quota by 24. In other months, it was around 40,000-56,000. In May, one of the counter shopping guides resigned, but it did not affect sales. Although we did not complete the task, we still persisted. From January to June, The second-tier brand completed 96% of the sales task. Due to the withdrawal of _x in May, it had a partial impact on sales. Repeat customers came to retain a part of the customer base, but part of it was still lost.

2. Promotional activities, a large-scale promotional activity was held in May _x, for 8 consecutive days from 6.4 to 6.12, the overall task was 8,000, but we only completed more than 6,000. The task completion was not very satisfactory, and I learned from it Lots of lessons learned: 1. Not actively dispatching orders, some customers don’t know that Kuangguang Ou Shiman is doing activities, 2. Announcements in the store are not frequent, 3. The supply of gifts is not timely, 4. Because one person is on duty, some customers are lost, 5. There is less passenger flow in rainy weather. The above factors are caused by human factors and will be corrected in future work.

3. Checkout In May, the company has a new checkout process, which is related to the issue of minimum guarantee and super guarantee. Since I have never been exposed to such accounts, I still don’t understand it very well, but I know, I will work hard to complete the promotional tasks assigned by the supermarket (the task completion will not exceed the quota) to reduce the company's financial losses. I will study hard until I understand the problems I don't understand.

For half a year of work, I know that to be a good cosmetics shopping guide, I need to do the following. 1. Always maintain a good working attitude. For example, if we encounter the loss of customers at work, or if we fail to introduce products to several customers in a row, we are easily discouraged and our mood is not good enough. If we just think that we are having bad luck today, our attention will be lost. If you are not focused, you will lose enthusiasm and lack of confidence when seeing customers, which will also affect future sales. 2. Observe the appearance, it varies from person to person, and use different sales techniques for different customers, such as students. I found that such customers prefer brand products with strong fashion and advertising. It is more difficult to introduce second-tier brands, so it is more difficult to introduce second-tier brands. It requires patience. You can briefly introduce the product first, and then tell him why students get acne and blackheads on their faces, what issues they should pay attention to in daily care, etc. By talking about this, he will think that we are more professional and can enhance his trust in us. degree, and finally recommend products based on his problems, so the success rate will be higher. 3. When you face customers, be careful not to talk about products blindly. There are many types of brands now, more promoters, and the language of promotion is similar. Therefore, when introducing products, blindly talking about products can easily make customers think that we are just to promote our own products. Products prevent us from being trusted by customers quickly. In fact, only when customers trust you will they listen to you and accept your products. We can ask them how they usually take care of themselves to build a closer relationship, and then introduce the products in a targeted manner.

In our daily work, we will encounter many problems. For joint-venture counters, there may be even more problems. In June, due to the excessive management of the supermarket, I thought about leaving my job. I was very stressed at work every day, no matter what No matter how hard I try, I still can't get recognition, but Sister Liu's words gave me confidence. She told me that I can't run away from problems. If I can solve it myself, I will solve it. If I can't solve it, I will help you solve it. If I can't solve it, the company will solve it for me. They will come forward to help you solve it, which gives me a lot of encouragement. I know that I am not alone, we are a family. They will help me and make me more confident to keep going. I remember a text message that inspired me very much. Big, let me share with you the essentials in the workplace: 1. Be diligent and not lazy; 2. Look for problems and don’t make excuses; 3. Have a positive attitude; 4. Don’t shrink back when encountering difficulties. Supermarket Management Summary Report 3

I joined the ___ Business Management Department in March ___x and served as the first-floor supervisor. I deeply feel that I am an ultimate operator. The main responsibility is to maintain the orderly operation of the entire first floor on-site operations. The specific daily work content mainly includes standardized management of employees, product after-sales service, etc.

In the past six months, with the care of leaders, the support and cooperation of colleagues and the full cooperation of employees, they have performed their job responsibilities well and successfully attracted investment in ___ brand clothing. Basically completed all the tasks assigned by the leadership.

As the saying goes, every other line is like a mountain. How to be a good floor supervisor is still a brand new topic for me. To this end, I must continue to learn, enrich myself, do one thing, love one thing, be dedicated to one thing, and read wordless books in one place. We must also humbly learn from leaders, colleagues, and employees. Learn their professional knowledge, working methods, marketing skills, the art of dealing with others, etc. At the same time, insist on seeing more, listening more, thinking more and doing more in daily life. ?Through the organic combination of learning and practice, gradually improve one's own theoretical and professional qualities.

Focus on standardized management and improve the overall quality of employees. This year, salespersons at counters have been mobilized frequently, and new employees are very familiar with shopping mall discipline and business operations. A situation that is not familiar enough. In my daily work, I have strengthened supervision and execution. Especially at the down jacket counter in the atrium on the first floor, most of the sales staff are hired temporarily, and staff transfers are particularly frequent. These new employees have a weak sense of discipline and often rush to work, eat, or take care of children. I started with reminders, warnings, and final fines to improve employees' awareness of discipline. It enables some new employees to enter their work roles quickly, develop good professional habits, and maintain a good image of the mall.

Strengthen on-site inspections to ensure good business order. The floor supervisor's job is on-site, and the work content is very specific and trivial. This also requires you to have a strong sense of responsibility and ensure that various specific and trivial tasks are solved on the spot at the business site. Maintain good business order and provide customers with a convenient and comfortable shopping space.

Insist on being fair, reasonable and flexible in handling product complaints. There must be rules to follow when it comes to problems with products. That is to maintain a good reputation among consumers and at the same time try to achieve the understanding and support of agents as much as possible. In the past six months, I have also handled several complaints, and basically they were successfully resolved through negotiation between the customer and the agent. Every time I successfully resolve a complaint, I feel filled with a sense of accomplishment and my efforts have not been in vain.

Dear leaders and colleagues, I will be reluctant to leave you in 20xx. In these six months, I have shed hard work and tears. It is precisely because I have experienced these bits and pieces of sourness and sweetness that I continue to grow and make progress. In my work in 20xx, I will strengthen the study of business knowledge and further improve on-site management and my own management level. Cooperate with each counter team leader to convey rationalized information and suggestions to agents in a timely manner to improve the operating efficiency and image of the mall. I hope that I can work happily in the future and find more happiness in my work!

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