賣(mài)場(chǎng)超市百貨運(yùn)營(yíng)門(mén)店管理 OP-N-113_高損商品流程與政策

1、PAGE PAGE 9Loss Prevention and Security Department 防損與安全部門(mén)Loss Prevention and Security Department 防損與安全部門(mén)Deter 阻止Delay 延遲Deny 拒絕Detect 偵察Loss Prevention& SecurityHOT PRODUCT PROCESS & POLICY高損耗商品流程及政策HOT PRODUCT 高損耗商品OBJECTIVES目標(biāo):To reduce stock loss quickly 快速減少庫(kù)存損失Strengthen receiving on “hot prod

2、ucts” 加強(qiáng)“高損耗商品”的收貨流程To get everyone focused on “shrink” 讓每個(gè)人都集中注意力在“損耗”上Better availability of “hot products” to our customers使我們的顧客可以方便得到“高損耗商品”WHAT ARE “HOT PRODUCTS”? 什么是“高損耗商品”？“Hot Products” are products that are high value, high risk products that need to be taken care of in a secure way to pr

3、event loss.“高損耗商品”是高單價(jià)高風(fēng)險(xiǎn)商品，需要以一種安全的方式照顧，避免損失?！癏ot products” mostly come from the following areas:“高損耗商品”大多來(lái)自以下分類(lèi)Electrical, Health & Beauty, Wines & Spirits, DIY, Small appliances, sports & Baby milk.電子，健康美容，酒類(lèi)，DIY，小器具，體育用品和嬰兒奶粉。HOW DO WE IDENTIFY WHAT ARE “HOT PRODUCTS”?我們?nèi)绾伪鎰e什么是“高損耗商品”？“Hot Produ

4、cts” come from known high loss/high risk products or what we called CRAVED products. “高損耗商品”由已知的高損/高風(fēng)險(xiǎn)商品或我們稱為CRAVED的商品組成。CRAVED products that are luxury products that people will always want to steal if we dont protect them.CRAVED商品是如果我們不保護(hù)他們會(huì)經(jīng)常失竊的奢侈商品。Using cycle / stock counts we can identify what

5、 are the top “Hot Products” in the Company & Store. 通過(guò)循環(huán)盤(pán)點(diǎn)和大盤(pán)，我們可以辨別什么是公司及門(mén)店排名前列的“高損耗商品”。These Hot Products will then be placed on a store / company hot product list. The list would normally have approximately 50 items.這些高損耗商品隨后會(huì)放在門(mén)店/公司高損耗商品清單上。清單一般會(huì)有大約50個(gè)品項(xiàng)。HERE ARE SOME EXAMPLES OF “HOT PODUCTS”這里

6、是一些“高損耗商品“的例子 “HOT PRODUCT PICKER/S”“高損耗商品撿貨員”“Hot Product” pickers are selected departmental staff from each department. “高損耗商品”撿貨員是每個(gè)部門(mén)挑選出的員工。There should always be at least one “Hot Product Picker on duty from each department on duty at all times.通常每個(gè)部門(mén)至少需要隨時(shí)有一個(gè)“高損耗商品撿貨員”值班。There should be a list

7、 of “Hot Product Pickers” attached to each secure storage area with pictures of the relevant “Hot Product” picker”每個(gè)安全存儲(chǔ)區(qū)應(yīng)貼有一張“高損耗商品撿貨員”名單，并有相應(yīng)的“高損耗商品撿貨員”照片。There should be a list of “Hot Product” pickers In each receiving bay/cage, in receiving / invoice room.在每個(gè)收貨平臺(tái)/安全籠，商管辦公室應(yīng)有一份“高損耗商品”撿貨員名單。WHAT

8、DO “HOT PRODUCT” PICKERS DO?“高損耗商品”撿貨員該如何操作？Their responsibilities are:他們的職責(zé)是：Receive “hot product stock”. 對(duì)“高損耗商品”進(jìn)行收貨Picks “Hot Products” from “Hot Product” storage areas. 從“精品倉(cāng)”撿出“高損耗商品”Handles “Hot Product” claims, damages & stock adjustments.處理“高損耗商品”抱怨，破損及庫(kù)存調(diào)整。Involved in cycle / stock counts.

9、 參與循環(huán)盤(pán)點(diǎn)/大盤(pán)。HOW TO IDENTIFY A HOT PRODUCT PICKER?如何辨別高損耗撿貨員？“Hot product” pickers will all have a red dot on the company ID badge.“高損耗商品”撿貨員都會(huì)在公司員工識(shí)別證上有個(gè)紅點(diǎn)作為識(shí)別。Receiving “Hot Products” “高損耗商品”收貨When the stores receive “Hot Products” the following must happen at all times.當(dāng)門(mén)店對(duì)“高損耗商品”進(jìn)行收貨時(shí)必定會(huì)發(fā)生如下事情：Whe

10、n the lorry arrives the driver will take the document to the invoice room. The invoice staff will identify what “Hot Products” if any are on the delivery. If there are “Hot Products” on the delivery the invoice staff will stamp the documents as “Hot Product” and call the relevant “Hot Product” picke

11、r to the back door to help receive the delivery.當(dāng)卡車(chē)抵達(dá)門(mén)店時(shí)，司機(jī)會(huì)把單據(jù)交給商管辦公室。商管辦公室員工會(huì)判斷是否有“高損耗商品”到貨。如果有“高損耗商品”到貨，商管辦公室員工會(huì)在單據(jù)上敲“高損耗商品”章，并叫相關(guān)的“高損耗商品”撿貨員協(xié)助收貨。When the delivery has been received by the Hymall / Tesco receiver the stock will be moved to the “Hot Product” Checking area. 當(dāng)樂(lè)購(gòu)/特易購(gòu)收貨人員收完貨后，商品會(huì)轉(zhuǎn)移到“高

12、損耗商品”檢查區(qū)。Once in this area the stock will be 100% checked by the “Hot Product” picker and Loss Prevention and Security Officer (doing this together will make the process quick as the “Hot product” picker will know the products)一旦進(jìn)入該區(qū)域，商品會(huì)100%由“高損耗商品”撿貨員和防損管理人員進(jìn)行檢查。（一起檢查會(huì)加快進(jìn)程，因?yàn)椤案邠p耗商品”撿貨員了解商品）Once th

13、e checking process has been completed the stock must be moved to the correct secure storage area. The stock must be moved under dual control.一旦完成檢查過(guò)程，商品必須轉(zhuǎn)移到正確安全的存儲(chǔ)區(qū)域并必須在雙方控管下轉(zhuǎn)移。If the product/s are required for “shelf stock” then the product should be taken to the relevant area on the shop floor un

14、der dual control and be worked immediately.如果商品要求“上架陳列”，那么應(yīng)在雙方控管下立刻轉(zhuǎn)移到賣(mài)場(chǎng)相應(yīng)區(qū)域。SECURE STORAGE AREA (HOT PRODUCT CAGES)安全儲(chǔ)藏區(qū)域 （精品小倉(cāng)）The secure storage area should be clearly marked with “Hot Product” signage, display the list of “Hot products” that should be stored in there & display a picture name boa

15、rd of the people that are allowed to be in there.安全儲(chǔ)藏區(qū)域應(yīng)有清楚標(biāo)明“高損耗商品”的標(biāo)識(shí)牌、應(yīng)在該區(qū)域儲(chǔ)藏的“高損耗商品”清單、允許進(jìn)出此區(qū)域人員的公告板，帶有其姓名和照片。 When a “Hot Product” picker enters the secure storage area they should sign in and when they have finished they should sign out.當(dāng)“高損耗商品”撿貨員進(jìn)入安全儲(chǔ)藏區(qū)域，他們應(yīng)簽到，完成后要簽離。The secure cage should b

16、e secured by two locks. One key is signed out by the relevant departmental “Hot Product” the other key will be controlled by LP&S.安全鐵籠應(yīng)有兩把鎖確保安全。一把由相關(guān)的“高損耗商品”部門(mén)保管，另一把由防損人員控管。Each secure cage will have stock cards for each SKU, these cards should be completed when stock is put into the cage and when s

17、tock is removed.每個(gè)安全鐵籠會(huì)貼有顯示每個(gè)SKU的庫(kù)存卡，在庫(kù)存放進(jìn)籠內(nèi)及移出時(shí)應(yīng)完成這些庫(kù)存卡。TOP RACK 頂架For larger products that will take up space in the secure cages the process should be:對(duì)于在安全鐵籠內(nèi)占用面積較大的商品，流程應(yīng)如下：That these products are placed on the top or middle rack in the warehouse, and this area should be marked “Hot Product Are

18、a”這些商品放在倉(cāng)庫(kù)最高或中間的貨架上，這個(gè)區(qū)域要用“高損耗商品區(qū)域”標(biāo)識(shí)出來(lái)。This stock can only be handled by “Hot Product” and the same guidelines apply as the secure cage.這些庫(kù)存只能用對(duì)待“高損耗商品”的方式去處理，其他適用于安全鐵籠的方針也同樣適用。GETTING “HOT PRODUCT” STOCK 取得“高損耗商品”庫(kù)存Any “Hot Products” that are needed to be replenished fall to the responsibility of

19、the relevant “Hot Product” picker.任何需要補(bǔ)貨的“高損耗商品”都由相關(guān)的“高損耗商品”撿貨員負(fù)責(zé)補(bǔ)貨。He / She should: 他/她應(yīng)：Prepare a list of products that are required to be replenished.對(duì)于要求補(bǔ)貨的商品列出一份商品清單。Inform LP&S that they require access into the relevant secure storage area.通知防損他們要求進(jìn)入相關(guān)的安全儲(chǔ)藏區(qū)域。LP&S will then meet that person th

20、at person at the particular secure cage and unlock the cage, supervise the selection and completion of the stock cards.防損隨后會(huì)在特定的安全鐵籠處和那個(gè)人碰頭，打開(kāi)鐵籠，監(jiān)督撿貨，完成庫(kù)存卡。Once this is completed the LP&S officer and the “Hot Product” picker will the secure the storage area and take the stock to the shop floor.一旦完成，

21、防損管理人員和“高損耗商品”撿貨員會(huì)確保儲(chǔ)藏區(qū)域安全后將商品帶到賣(mài)場(chǎng)。The stock should then have the appropriate method of protection applied if it has not already been completed. 沒(méi)有完成保護(hù)的商品，隨后應(yīng)有適用的保護(hù)方法進(jìn)行合適的保護(hù)。(For example a tag placed on the product, or be placed into a safer box)（如：在商品上加裝磁扣或放入安全盒內(nèi)） CYCLE / STOCK COUNT 循環(huán)盤(pán)點(diǎn)/大盤(pán)Regular

22、 cycle counts should be done on all “Hot Products” to ensure any losses / gains are investigated and resolved. After each store cycle count the relevant “Hot Product” list should be amended if needed.應(yīng)定期對(duì)所有“高損耗商品”進(jìn)行循環(huán)盤(pán)點(diǎn)，確保調(diào)查所有盤(pán)虧/盤(pán)贏并對(duì)此進(jìn)行解決。在每次門(mén)店循環(huán)盤(pán)點(diǎn)后，如有需要對(duì)相應(yīng)的“高損耗商品”清單應(yīng)進(jìn)行修改。SHOP FLOOR賣(mài)場(chǎng)There should al

23、so be a red dot placed on the shelf edge label of the “Hot Product” this clearly identifies that this product is a “Hot product”在“高損耗商品”的標(biāo)價(jià)牌上應(yīng)同樣有一個(gè)紅點(diǎn)可清楚的辨識(shí)此商品是“高損耗商品”。Loss Prevention & Security signage should also be visible in “hot product” areas on the shop floor.在賣(mài)場(chǎng)的“高損耗商品”區(qū)域，同樣應(yīng)有明顯可見(jiàn)的防損標(biāo)識(shí)牌。CLAIMS, RETURN TO VENDOR & DAMAGES.抱怨、退貨給供應(yīng)商