I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.................................................46第七章附则...................................................................49表一需求计划.............................................................50表二入库单...............................................................51表三退换货屮请表.........................................................51表四领料单............
