Management concept of Tangshan department store

The creation of spiritual civilization is solid and effective. In the business activities of the enterprise, the building always adheres to the policy of "grasping with both hands and being hard with both hands", incorporates the creation of spiritual civilization into the medium-and long-term development plan of the enterprise, regularly studies and deploys, sets work objectives, implements business indicators and spiritual civilization construction objectives to grass-roots operators, and implements the management system of issuing, deploying, inspecting, assessing, rewarding and punishing. The group company set up a working committee on spiritual civilization construction, with the president and secretary of the Party committee as the directors, the deputy secretary of the Party committee and the chairman of the trade union as the deputy directors, and other team members and directors of functional offices as members. Civilization office is located in the office of the president of the company, with sound organization. In terms of system construction, the evaluation system, supervision system and reward and punishment system of "Three Civilizations" (civilized units, civilized departments and civilized workers) have been established, and more than 300,000 yuan is allocated for the evaluation and commendation of "Three Civilizations" activities every year. The work of spiritual civilization construction is intensified, rewards and punishments are strict, and the activities of civilization creation are closely linked with everyone's economic interests, so that the goal of spiritual civilization construction has practical content and concrete effects. Standardized management and integrity management

Building a civilized window building Since the reform in 2002, the internal operation mechanism of enterprises has undergone profound changes. The two-level team leads all employees to find ways in difficulties, find ways under pressure, tap the potential in business, adhere to standardized management and honest management, and strive to create a civilized window.

1, standardize enterprise management with strict rules and regulations. Combined with modern enterprise standards, the "Enterprise Management Standard" was revised for the fifth time. From the general manager to the sales staff, nearly 100 positions have formulated job responsibilities and work standards, and formulated management systems and reward and punishment methods, which has enabled enterprises to form standardized and legal management with systematic management, standardized behavior, standardized assessment, and well-founded rewards and punishments.

2. Build a corporate brand with integrity. Tangbaida Group has always regarded civilized business and honest hospitality as the key content of creating a civilized "window", combined the activities of "100 cities and 10000 stores without fake goods" with the activities of "striving for a national civilized city" and "honesty in the building" in Tangshan City, strictly controlled the quality of goods, earnestly implemented the principle of "six don't enter" and the responsibility system for purchasing risks, and took the lead in launching the "first responsibility system for commodity quality" in the city. Customer complaint resolution rate 100%. Insist on operating according to law, fair competition, abiding by contracts, commit to establishing strategic partnership with suppliers, promote industrial and commercial success, and truly establish a reputation monument of "Tangbailou-Tangshan people's own brand" in the whole society.

3. Implement the service commitment and continuously improve the service level. 1993, Tangbaida Group implemented the principles of "three catches and one prize" and "returning goods if not satisfied". With the development of the enterprise, we are constantly innovating in improving the service quality, and have successively launched "Double Hundred" (product fidelity 100%, complaint resolution 100%), "Double Zero" (inferior service zero, shopping risk zero) and "Four Relieves" (guaranteed service quality, guaranteed product quality and product return) In 2007, on the basis of implementing the original service commitment, it also proposed to implement the customer satisfaction service project, create a beautiful and safe shopping environment, establish a mutually beneficial and win-win industrial and commercial relationship, accept customer supervision and other related contents, and at the same time, the group company allocated 200,000 yuan each year for the commodity quality first responsibility fund and customer supervision service reward.

4. Strengthen service management and improve service level. In order to further deepen the big service strategy, the group company starts with changing the concept and improving the quality, and leads the improvement of the overall service level of employees with the demonstration and leading role of advanced models. One is to carry out the assessment of star-rated salespersons among front-line employees, focusing on the assessment of commodity knowledge and enterprise management norms. This year, 853 star-rated salespersons were selected, including 269 two-star salespersons, 434 three-star salespersons and 4-star salespersons 150. The proportion of star-rated salespeople among front-line employees is increasing year by year. Second, a brand speech contest aimed at improving service skills and deepening brand culture understanding was launched, and 10 outstanding players were selected to give speeches in the group. The third is to hold a service experience observation and exchange meeting to enhance the awareness of humanized and detailed service. The development of these activities not only mobilized the enthusiasm of employees to learn business and practice technology, but also promoted the improvement of the overall service level, and made new breakthroughs in enhancing service awareness, implementing enthusiastic service, satisfying service, and building the service brand of Tangbaida Group. The building attaches great importance to the construction of spiritual civilization, and always pays attention to improving the civilized quality of all employees and building an advantageous team. The management mode of "education-oriented, strict management and interest-driven" formed over the years runs through the work practice.

First, various forms of training to enhance the professional quality of employees. This year, our staff training content is more practical and wider. In addition to centralized and systematic training for all cadres and employees, including sales assistants, all units and departments also regularly provide professional skills training for employees according to their own characteristics and management functions, and organize cadres and cadres to observe and study in other places and visit the market for many times.

The second is to carry out ideological education in depth and enhance the realm of employees. On the occasion of celebrating the 23rd anniversary of the opening of the store, the Party Committee of the Group Company organized and carried out a series of publicity and education activities of "Love the post and love the building, and create new achievements" among all employees. Through a series of activities, such as enterprise development history education, writing with me, building, etc., employees' thoughts have been sublimated, further enhancing their confidence and determination to inherit glorious traditions, seize development opportunities and strive for first-class performance.

The third is to insist on enjoying the results and concentrate on it. In 2007, through active investigation and extensive consultation, the group company put forward a new salary adjustment scheme for the same post, thoroughly reformed the distribution system for many years, and greatly improved the salary of employees. In the future, the group company will also increase the salary level year by year according to the growth of economic benefits of enterprises, so that employees can fully enjoy the fruits of enterprise reform and development.

The fourth is to care about employees' lives and warm people's hearts with affection. Trade union organizations at all levels, on behalf of the group company, carry out send warm activities all the year round to enhance the cohesion and centripetal force of the enterprise, and are rated as "AAA" harmonious enterprises. In the activities of creating civilization, whether employees or their families are ill and hospitalized, or employees encounter special difficulties, trade unions at the two levels should visit and express their condolences in time, and bring care and greetings from enterprises.

People-oriented has created a good development environment for employees, greatly stimulated the enthusiasm of employees for hard work, and many good deeds have emerged. Throughout the year, * * * reported 85 typical cases of learning from Lei Feng, 100 times, among which 3 people won the top ten monthly evaluation of Lei Feng in the city. * * * Received 476 letters of commendation with banners 17, which were praised by the media 15 times. In order to continuously expand the scale of operation and implement business innovation. The strategic positioning of large-scale operation and multi-format development of the group company seeks the layout in urban areas, seizes the commanding heights and initiative of the market, and has made substantial breakthroughs in the extension development. In 2007, the group company invested 1.9 1 100 million yuan to open Phoenix Shopping Plaza, which became another masterpiece for the group company to explore new formats and improve its comprehensive competitiveness. The opening of Phoenix Shopping Plaza is not only a new milestone in the development history of Tang Baida Group, but also ends the history that Tangshan has no high-end boutique department stores. It was awarded "the first high-end boutique store in Hebei Province" by Hebei Commercial Federation, which once again demonstrated the strength and courage of Tang Baida. Group companies continue to increase investment in improving the shopping environment, create a warm, harmonious and safe shopping atmosphere, and show the company's good image.

20 10, 10 The Yinhe Logistics Building Project of Tangbaida Group, with a total construction area of 42,000 square meters and an investment of 4 10 million yuan, was officially started in Kaiping District. It is understood that the completed logistics building will mainly serve the third-party logistics, integrating warehousing, processing, warehousing and distribution. After the sales exceeded 4 billion yuan in 2009, the sales of Tangbaida Group exceeded 3 billion yuan in the first seven months of this year, and it is estimated that the annual sales will exceed 5 billion yuan.