What is a trading limited liability company? What are the characteristics? How to set up a commercial limited liability company?

Commercial enterprises are mainly shopping malls, shops, commercial buildings, shopping centers and various trading companies engaged in commodity trade (including wholesale and retail).

First, the service quality of commercial enterprises.

Quality ring, also known as quality spiral, is a conceptual model of interactive activities that affect quality at all stages from identifying requirements to evaluating whether these requirements are met. (ISO 8402)

The service quality ring of commercial enterprises is a conceptual model of interactive activities that affect service quality at all stages of the service process, from identifying customers' service needs to evaluating whether these needs are met.

According to article 5.4.2 of ISO9004-2 "Elements of Quality Management and Quality System Part 2: Service Guide", combined with the actual situation of the marketing service process of commercial enterprises, the service quality circle can be determined, as shown in Figure 4- 1

Second, the operational elements of the quality management system of commercial enterprises

The establishment of the quality management system of commercial enterprises must have operational elements that are in line with the operating characteristics of commercial enterprises, in addition to management responsibilities, personnel and material resources, quality system structure and other elements.

The operational elements of the quality management system of commercial enterprises include: the investigation and evaluation of sales service demand, the design of marketing service, the process of providing marketing service and the analysis and improvement of sales service performance.

1. Investigation and evaluation of sales service demand

The investigation and evaluation of sales service demand is the primary link in the process of market development of commercial enterprises. Therefore, commercial enterprises should understand customer service needs by setting up customer suggestion books and holding customer seminars. For example:

A. the quality and price grade of commodities;

B. Product varieties, specifications, packaging and labeling requirements;

C. The service environment should be neat, bright, convenient, comfortable, elegant and beautiful;

D. Type, integrity and safety requirements of service facilities;

E. service mode and attitude requirements.

In addition, we should understand and try our best to meet the special requirements of special customers such as the old, the weak, the sick and the disabled.

According to the above research results and the possible conditions of enterprise's actual service, determine new service items, and prepare service assumption report or service outline as the basis of service design.

2. Marketing service design

The main task of marketing service design is to plan and design the contents and requirements in the service outline into service specifications, service provision specifications and service quality control specifications, determine the time schedule for carrying out scheduled service projects, ensure all necessary resources, facilities and technical support, and properly and effectively publicize service projects.

The service specification specifies the features, contents, requirements and acceptance criteria of the services provided. Commercial enterprises that directly face customers and provide marketing or after-sales services should prepare job service specifications, and make clear and specific provisions on their service responsibilities, job conditions, service procedures, service contents and requirements. Other management and operation positions can prepare work specifications and operation specifications.

The service provision specification stipulates the methods and means of providing services. Because it generally involves the business management field of commercial enterprises, it is also called management specification (that is, management program file).

The management norms of commercial enterprises should generally include:

A. supplier selection and fixed-point specification;

B. procurement management norms;

C. warehouse management norms;

D. Marketing counter service management norms;

E. service identification and traceability management specifications, etc.

Quality control norms should be able to effectively control the quality of each marketing service process to ensure that marketing services always meet the requirements of the above two norms and the needs of customers. The control norms of commodity quality and service quality can be formulated separately or incorporated into service norms and management norms.

3. Marketing service provision process

The process of providing marketing services for commercial enterprises can usually be divided into:

A. purchasing goods; B, incoming goods acceptance; C, warehousing; D, putting on shelves; E. sales; F, after-sales service and other stages.

In the process of marketing services, service organizations (commercial enterprises) should take administrative, economic and educational measures to ensure the implementation of various norms, constantly evaluate and record the quality of service processes, identify and correct non-standard services, and put all factors that affect the quality of service processes, such as people's skills, the integrity and safety of facilities, under control.

In addition, we should also attach great importance to customers' complaints and evaluation of service quality, constantly improve customers' satisfaction with goods, and strive to achieve defect-free service.

4. Analysis and improvement of marketing service performance

Commercial enterprises should regularly or irregularly analyze the performance of marketing services. Therefore, the feedback and management system of service quality information should be established, including qualitative analysis, quantitative data collection and statistical analysis, in order to seek opportunities for quality improvement, carry out quality improvement and improve the quality level of marketing services.

Three, commercial enterprise quality management system documents

Commercial enterprises should refer to ISO9004-2 and establish a documented quality management system in combination with the actual situation of enterprise personnel and facilities. In other words, a set of scientific, practical and effective quality management system documents should be compiled.

The hierarchical structure of quality management system documents of commercial enterprises is shown in Figure 4-2.

1. Quality Management Manual

This is a programmatic document, which clarifies the quality policy of commercial enterprises and describes their quality management system. It should generally include the following contents:

A. the quality policy and quality objectives of commercial enterprises;

B. responsibility; Authority and relationship of personnel at all levels in commercial enterprises.

C. Description of elements of quality management system and documented program files by reference, or direct compilation of these program files;

D provisions on the use, modification and control of the manual.

When necessary, you can also write a "preface" that introduces the relevant information of the enterprise and the manual, the definitions of related terms in the manual, and the appendices of documents and supporting materials cited in the manual.

See ISO 100 13 Quality Manual Compilation Guide for specific compilation contents and requirements.

2. Management specification and quality plan

The management standard of commercial enterprises is a document of "the procedure of a marketing service activity" and a supporting document of the quality manual.

The contents of management norms should generally include the purpose and scope, what to do and who to do it, when, where and how to do it; What facilities and documents should be used; How to control service activities and how to record service activities.

They can be compiled in the same order as the activities of related elements in the quality manual, or in the form of enterprise standards.

In the quality plan, it is a document that specifies special quality measures, resources and activity sequence for specific products, projects and contracts (ISO 8402). Therefore, commercial enterprises should make quality plans according to ISO 10005 "Quality Plan Guide" for some specific marketing services, such as exhibitions during the Spring Festival and Mid-Autumn Festival, and the supply of specific customers such as troops and welfare homes.

3. Service specification

Service specification is an operational document that regulates the service behavior of service personnel (such as salespersons and deliverymen). ) and clarify its service content and service quality requirements.

Service specification is the basic basis and minimum requirement to measure the service quality of service personnel in commercial enterprises, which generally includes job responsibilities, job conditions, service procedures, service contents and requirements.

For example, in the service specification of shop assistants, the service content and service quality requirements of various service links such as post preparation, welcome, singing, reception, payment, polite farewell, inventory of shelves, inventory of payment, and post-graduation layoff are clearly and specifically stipulated.

4. Quality records

Quality records are documents that provide objective evidence for completed quality activities or obtained results, that is, "information based on observation, measurement, test or other means and proved to be true" (ISO 8402). Therefore, it is also called witness document.

The quality records of commercial enterprises mainly include:

Quality assurance agreement (signed with the supplier);

B. Commodity acceptance records;

C. customer submissions;

D. calibration or verification records of weighing instruments;

E. internal quality audit report;

F. customer complaint handling form, etc.

Any commercial enterprise, as long as it sets out from its own reality and establishes a documented quality management system, will be able to break away from the traditional experience management and step into the track of scientific management and modern management, and the spread of the international service quality management standard (ISO 9004.2) provides a shortcut for it.

Section 2 Commercial Service Quality Assurance System

Quality assurance system is also a kind of quality system, which requires to prove that an organization has the guarantee ability to provide qualified products.

The quality assurance system of commercial enterprises requires to prove that they really have the ability to provide qualified goods and services. Generally speaking, the quality assurance system of commercial enterprises is established and implemented according to international quality assurance standards (ISO 900 1 or ISO 9002).

The practice of quality management at home and abroad proves that it is a popular practice to adopt beneficiary-driven mode, that is, to certify and register the quality assurance system of an enterprise or organization on behalf of beneficiaries (customers, employees, owners, suppliers and society) to prove the suitability of its quality system. To this end, this section focuses on the composition, documents and certification and registration requirements of the quality assurance system of commercial enterprises.

First, the elements of enterprise service quality assurance system

Because the products of commercial enterprises are a combination of goods and services, the quality of sales services can not be delivered to customers after passing the inspection like hardware products, which depends on the quality of service provision process. Therefore, the State Bureau of Technical Supervision, together with the relevant departments of the Ministry of Internal Trade, issued an implementation guide for the quality assurance model standards of commercial enterprises in early 1997 (see Annex 2 for details), which was compiled according to ISO 900 1 or ISO 9002. According to this guide, the composition of the quality assurance system of commercial enterprises is briefly described.

1. Management responsibilities

The top managers of commercial enterprises should formulate quality policies, determine quality objectives, and ensure that employees at all levels understand and seriously implement them.

For all personnel engaged in quality work, their responsibilities, authorities and relationships should be specified, and relevant documents and organization charts should be formed.

We should ensure the resources needed for various quality activities, such as equipment, instruments, funds, especially suitable talents.

Management review should be conducted within the specified practice time interval, and the adaptability of the current activities of the quality system should be formally evaluated according to the quality policy and objectives (ISO 8402). Its main content is to evaluate the results of internal quality system audit and analyze customer satisfaction, complaints and sales.

A management representative should be appointed in the management, and given the power to establish, implement and maintain the quality system, and contact with the outside world on behalf of the enterprise on quality system matters.

2. Quality system

Commercial enterprises should compile a set of quality system documents, including quality manuals, management specifications, management specifications, service specifications and quality records, in order to establish and maintain a documented quality system.

In order to continuously meet the requirements of customers, service quality planning should be carried out according to the new market department, such as making a service quality plan, which includes marketing strategy, the scope of goods or services, sales methods and service quality control. At the same time, it is equipped with necessary service facilities, resources and control means.

3. Contract review

Before signing every contract (including mail order, purchase, electricity purchase and verbal order), commercial enterprises should review it to meet customers' requirements.

The way of contract review can be flexibly used according to the business situation, such as authorizing relevant personnel to approve, countersign and confirm at the meeting. For retail goods, the sales staff should review the invoice or manifest or confirm whether the variety, specification, quality and price of the goods meet the customer's requirements before delivery.

When the contract is modified, it should also be reviewed and records should be kept.

4. Design control

Commercial enterprises should design the development and implementation of each service, such as the design of service environment, service process and service provision mode, to ensure that the service design output (mainly various specifications) meets the design input (including applicable laws and regulations and customer needs).

At the same time, every design must be reviewed and verified, and design changes must also be confirmed and approved.

5. Document and information control

Commercial enterprises should ensure that all kinds of quality system documents and materials are approved or confirmed, and can obtain the current effective version in all important places.

Documents and materials such as notices and shopping guides posted in marketing places can be distributed or distributed, but their contents should be consistent with relevant documents. If there is any change, it should also be revised and updated in time.

6. Procurement

Commercial enterprises should evaluate and select suppliers and service cooperation units (such as security companies) through on-site inspection and performance identification, determine the catalogue of qualified suppliers, and keep dynamic quality records.

At the same time, procurement documents should be prepared, which clearly specify the categories, specifications, grades, quality and quantity of the purchased goods, and if necessary, the acceptance method should be stipulated.

7. Control of products provided by customers

When there are goods provided by customers in commercial enterprises (such as processing clothes with imported materials, repairing household appliances for customers, etc.). ), the customer's products should be properly kept and checked regularly to ensure that they are not lost or damaged, otherwise they should be reported to the customer.

8. Product identification and traceability

The product identification of commercial enterprises should include commodity identification and service identification, and should ensure that the identification is clear, firm, reliable, unique and easy to trace.

Specific identification methods can be seals, tags, signs, etc.

9. Process control

Commercial enterprises should control various factors that affect the service process, such as employee skills, service facilities, goods, service environment, service methods and prices, to ensure that the process is under control and the quality of goods and services meets the specified requirements.

10. Inspection and testing

Commercial enterprises shall verify and inspect the purchase, shelves and delivery of goods to customers, use testing instruments when necessary, and make inspection and testing records.

At the same time, we should also evaluate the service, not only through self-evaluation, but also by listening to the customer's evaluation to determine the service quality.

1 1. Control of inspection, measuring and test equipment

Commercial enterprises should control all kinds of measuring and testing equipment, and confirm some suppliers' measuring and testing equipment when necessary.

12. Inspection and test status

Commercial enterprises should identify the inspection and test status of commodities, so as to correctly distinguish between qualified or unqualified commodities and commodities to be inspected.

13. Control of nonconforming products

Commercial enterprises should review and dispose of unqualified goods, such as timely replacement, return, demotion and price reduction, scrapping, etc. At the same time, we should also review and deal with non-standard services, such as apologizing to customers to get their understanding and re-providing standardized services.

14. Corrective and preventive measures

Commercial enterprises should seriously investigate the causes and potential unqualified goods or irregular services that have occurred, and take targeted corrective or preventive measures to eliminate unqualified products and achieve quality improvement.

15. Handling, storage, packaging, protection and delivery

Commercial enterprises should provide corresponding handling methods (including loading and unloading) for the handling of goods to prevent the goods from being damaged or deteriorated.

According to the objective needs, the packaging and bandaging of commodities are controlled to ensure the safety and non-damage of commodities.

After the goods are purchased, before the sale, appropriate protective measures should be taken, such as specifying the number of stacked floors, and doing a good job in fire prevention, lightning protection and moisture prevention.

Whether it is shopping mall distribution or door-to-door, we must determine the distribution requirements.

16. Quality record control

Commercial enterprises should make clear provisions on the identification, collection, cataloging, filing, consulting, saving and handling of quality records such as supplier evaluation roads, contract review records, commodity acceptance records, service inspection records, customer complaint records and internal quality audit reports. Prevent deterioration, damage or loss.

17. Internal quality audit

Commercial enterprises should appoint a number of trained and qualified auditors with the qualification of internal auditors, conduct internal quality audits according to the annual internal audit plan, submit internal audit reports, and find and correct nonconformities in time.

training

Commercial enterprises should prepare employee training plans, conduct specialized skills training and qualification examinations for all kinds of personnel, and keep training records.

19. Services

Commercial enterprises shall, in accordance with the relevant provisions of the state, promise and implement after-sales services that satisfy customers, such as "three guarantees" for some commodities.

Statistical techniques.

Commercial enterprises should combine the actual situation of their own enterprises, make clear the fields of adopting statistical techniques, and actively adopt corresponding statistical techniques to improve service quality.

Second, the commercial enterprise quality assurance system documents

The quality assurance system documents of commercial enterprises, like the quality management system documents, have four levels and use a lot of documents.

1. Quality Assurance Manual

The quality assurance manual of commercial enterprises is compiled according to the quality assurance standards stipulated in the purchase and sale contract or certification contract. Prove that the quality system of a commercial enterprise meets the quality requirements stipulated in the contract, or indicate that its quality system meets the quality requirements stipulated in ISO 900 1 or ISO 9002. Therefore, a concise and independent document should generally be compiled according to ISO 100 13 "Guidelines for the Compilation of Quality Manuals".

2. Management norms

In addition to contract evaluation, control of products provided by customers and other elements, it should be compiled as the management specification of quality assurance system, and other management specifications required by quality assurance system can use the management specification in quality management system.

Of course, on the other hand, in addition to the management norms of quality and economy, product safety and marketing (that is, market development), the management norms in other quality management systems can also be used as quality assurance system documents.

3. Service specification

Whether it is a service specification as a quality management system document or a service specification as a quality assurance system document, its content and requirements are the same, and it should be compiled according to the post to standardize the service behavior of service personnel.

4. Quality records

Most quality records are also shared by the two quality systems.

Three. Certification/registration of quality system of commercial enterprises

The certification and registration of the quality system of commercial enterprises, like other enterprises, should apply to a qualified quality system certification institution. After the quality system certification body has passed the document review and on-site quality system audit, it will issue the quality system certification certificate or give the quality system registration, and make an announcement in the relevant newspapers.

At present, Beijing Di 'anmen Non-staple Food Store, Shanghai Zhongdian Equipment Company, Shanghai No.1 Department Store and other commercial enterprises have all passed the quality system certification and become the first batch of certified commercial enterprises in China.

Section 3 Any enterprise, due to its different production and operation processes, will make its quality system have its own characteristics and present certain characteristics in its operation.

The service quality system of commercial enterprises has three remarkable characteristics, and the "three-oriented", that is, the standardization of commodity quality, the procedural marketing management and the standardization of service behavior, are the remarkable signs of its effective operation.

First, the characteristics of the service quality system of commercial enterprises

Summarizing the practical experience of establishing and implementing the service quality system in commercial enterprises, the service quality system of commercial enterprises has three remarkable characteristics.

1. Ensuring the quality of goods and services to satisfy customers is the fundamental purpose for commercial enterprises to establish a service quality system.

Any organization should first care about the quality of its products. In order to survive and develop in the fierce market competition, its products must meet the expectations of customers and meet the corresponding standards, norms and social requirements.

The products of commercial enterprises are the combination of goods and sales services. The customer is the receiver of the product and the final judge of the product quality. Commercial enterprises can't survive without customers. Customers require commercial enterprises to provide not only cheap and reliable products, but also satisfactory services, both of which are indispensable. Otherwise, customers can't be satisfied, which also shows that the service quality system of commercial enterprises is not perfect.

2. The service quality system documents of commercial enterprises are closely integrated with the standard system with commodity standards as the core.

The main purpose of establishing and implementing a service quality system for commercial enterprises is to provide customers with qualified products and satisfactory services, which is embodied in a set of service quality system documents.

Qualified goods and satisfactory services should be measured by commodity quality standards and service quality standards. It is a guarantee for commercial enterprises to implement a set of standard systems, including basic standards, technical standards, management standards (management norms) and work standards (namely service norms, work norms and operation norms). Commodity quality is the premise and core of service quality. If the quality of goods is unqualified, there will be no service quality.

This requires commercial enterprises not only to take the enterprise standard system as the foundation and basis for the establishment and operation of their service quality system, but also to incorporate quality system documents such as management norms and service norms into the enterprise standard system, so that the two sets of documents are closely linked and integrated.

3. The service quality system of commercial enterprises is a dynamic system.

The fundamental purpose of establishing and implementing service quality system in commercial enterprises is to satisfy and retain customers. However, customers' demand and satisfaction are influenced by many factors, such as their age, economic income, personal hobbies and so on. Therefore, commercial enterprises should constantly investigate and study to adapt to this demand change, which makes the service quality system of commercial enterprises more dynamic than that of industrial enterprises, civil aviation, railways and other transportation enterprises.

Second, the symbol of the effective operation of the service quality system of commercial enterprises is "three"

The effective operation of the service quality system of commercial enterprises means that its quality system documents can be seriously implemented and achieved results, which are manifested in the standardization of commodity quality, the proceduralization of marketing management and the standardization of service behavior.

1. Commodity quality standardization

Commodity quality standardization means that the quality of commodities sold by commercial enterprises meets relevant standards, and they are all qualified products, including fake and shoddy commodities, and there is no phenomenon of high quality and low quantity. Specifically, the following 14 commodities are not distributed:

(1) is invalid or deteriorated;

(2) Endangering the safety and health of customers;

(3) The indicated performance index is inconsistent with the actual situation;

(four) fraudulent use of high-quality or quality certification marks, forged license marks;

(5) Doping, adulterating, taking the fake as the real one or exchanging the old for the new one;

(6) Production and sales are prohibited by relevant national laws and regulations;

(7) No certificate or other proof;

(eight) the name, producer and place of origin of the goods are not marked in Chinese;

(nine) without indicating the shelf life and expiration time, the use is limited;

(10) The production license management is implemented, and the validity period of the license number is not marked;

(1 1) Technical performance indicators such as specifications, grades, components and contents are not indicated in Chinese according to relevant specifications;

(12) There are inflammable, toxic and other dangerous goods but they are not marked;

(13) Wrong writing or printing of labels and instructions for use;

(14) does not meet the standards specified in the contract or product specifications and labels.

In a word, the standardization of commodity quality should be the primary symbol to measure whether the service quality system of commercial enterprises operates effectively.

2. Programmed marketing management

Marketing is the main business of commercial enterprises, and marketing management is the main management work of commercial enterprises. When establishing a service quality system, commercial enterprises should formulate management norms (program files) from market research, supplier selection, procurement, acceptance, warehousing, sales to after-sales service, and conscientiously implement them, so that marketing management activities can be carried out under the control of management norms (program files) to realize marketing management procedures.

3. Standardization of service behavior

Sales service is the main business link of commercial enterprises, and it is also the key link to form and deliver service quality to customers. The service behavior of employees in commercial enterprises is not only directly related to the service quality, but also affects the overall image of commercial enterprises.

Therefore, when establishing and implementing the service quality system, commercial enterprises must formulate and implement service standards, so as to standardize the dress, language and actions of each marketing service personnel, so as to realize standardized services.

Beijing Di 'anmen Non-staple Food Shopping Mall is a medium-sized commercial enterprise, established in 1956. Although its business area is only a few hundred square meters, it took the lead in seriously implementing ISO 9000 family standards in 1993, established a scientific, practical and effective service quality system, standardized commodity quality service behavior and marketing management procedures, and achieved great economic benefits, ranking among the best in the same industry. Their experience is reflected in:

(1) Enter the big market. All employees firmly establish the concept of market competition, customer first and quality service, and sincerely provide all-round and multi-form marketing services for consumers, so that the annual sales jumped from more than 60 million yuan to 654.38 billion yuan, and remained stable at more than 654.38 billion yuan for three consecutive years. The per capita labor efficiency, ground service efficiency, capital profit and tax rate and other economic indicators are among the best in the same industry. Moreover, for four consecutive years, it has won a series of honorary titles such as "National Best Unit for Implementing Price Measurement Policies and Regulations", "National Commercial Credit Enterprise", "National Consumer Protection Cup" and "National May 1 Labor Medal", and has become a trusted "vegetable basket" for ordinary people.

(2) write a big article. Shopping malls not only compiled a set of scientific, practical and effective service quality system documents, but also created the Management Mode of Underground and Sub-shopping Mall and compiled it into a book. This book is the first book on the management of commercial enterprises in China, including the reform progress, management mode, quality manual, standard system, management system and service specification. It has contributed to the exploration and establishment of the management theory of commercial enterprises with China characteristics, and has been well received by relevant departments and commercial enterprises.

In addition, the mall also boarded the international quality management forum and published the paper "Quality System of Commercial Enterprises and Its Operating Signs".

(3) Create great features. In the process of implementing international service quality management standards and establishing service quality system, Di 'anmen non-staple food shopping mall creatively explored six major experiences, such as "high starting point", "combining two parties to build a system", going up and down Qi Xin, full participation, "combination of soft and hard", "close combination of quality system documents and enterprise standards" and "continuous promotion and continuous improvement".