毕博-管理咨询工具方法—SME-实用手册

SME实用手册
SME Manual
本手册指在帮助中小企业所有人在自己企业内建立操作手册。

The manual is designed to assist SME owners to implement an operations amnaul within their business.
目录
TABLE OF CONTENTS
概述OVERVIEW (3)
经营手册O PERATIONS M ANUAL (3)
企业概述B USINESS O VERVIEW (5)
人力资源管理HUMAN RESOURCE MANAGEMENT (9)
雇佣政策E MPLOYMENT P OLICIES (10)
员工记录T EAM M EMBER R ECORDS (15)
招聘和选拔R ECRUITMENT AND S ELECTION (17)
业绩管理P ERFORMANCE M ANAGEMENT (23)
培训T RAINING (26)
沟通和激励C OMMUNICATION AND M OTIVATION (29)
职业健康和安全O CCUPATIONAL H EALTH AND S AFETY (32)
客户服务CUSTOMER SERVICE (44)
服务标准S ERVICE S TANDARDS (44)
顾客选择C USTOMER S ELECTION (46)
顾客反馈C USTOMER F EEDBACK (47)
市场营销MARKETING (49)
企业识别C ORPORATE I DENTITY (49)
战略营销S TRATEGIC M ARKETING (51)
公共关系P UBLIC R ELATIONS (53)
采购和存货管理PURCHASING AND STOCK MANAGEMENT (55)
采购P URCHASING (55)
存货管理S TOCK M ANAGEMENT (60)
行政管理ADMINISTRATION (63)
电话、信息和电子邮件T ELEPHONE，M ESSAGES AND E MAIL (63)
邮件和重要信函M AIL AND C OURIERS (65)
计算机和互联网C OMPUTERS AND THE I NTERNET (67)
安全S ECURITY (70)
会计ACCOUNTING (76)
应付账款C REDITORS (76)
应收账款D EBTORS (78)
银行往来账B ANK A CCOUNTS (81)
固定资产F IXED A SSETS (83)
领导能力LEADERSHIP (84)
概述
OVERVIEW
经营手册
Operations Manual
经营手册的目的
Purpose of the Operations Manual
本经营手册旨在提供必要的资源，以帮助员工改进工作表现，并帮助企业达成目标。

The purpose of the Operations Manual is to provide all team members with a resource to assist them in performing the roles and to assist the business to meet its’ objectives.
最重要的是,所有员工都应熟悉本手册，并遵守手册中列出的政策和程序以及相关联的制度和程序文件。

这样做使企业上下得到统一，并强化了我们在市场中的地位。

It is essential that all team members are familiar with the manual and follow the policies and procedures outlined in this document and the associated systems and procedures documentation。

This creates uniformity throughout our business and strengthens our position within the marketplace.
经营手册的保密性
Security of Operations Manual
在经营手册中包含的信息及相关的政策、程序都属企业的机密。

为了从企业的安全保护着想，对手册的内容保密是十分必要的。

这些手册是企业的知识产权,并集企业知识积累之大成.
The information contained within the Operations Manual and associated policies and procedures is confidential。

It is essential for the protection of the business that the contents are kept confidential。

These manuals are our intellectual property and bring together the cumulative learning of our business。

严禁将手册或相关文件从企业中拿走。

任何交给员工用于履行职责的手册都属企业财产。

No manuals or associated documentation are to be removed from the business。

Any manuals given to you in order for you to fulfil your role obligations remain the property of the business。

除了常规工作的需要，你不能拷贝手册中的任何部分。

不遵守此条约的员工将受到纪律的处理。

You are not permitted to copy any part of the manual other than for genuine business use. Team members who do not comply with this will be subject to disciplinary procedures.
手册更新
Manual Updates
手册或相关文件将定期更新。

From time to time it may be necessary to update the manual or associated documents。

每个员工都有责任保有最新的与其任务相关的文档。

如果员工认为需要增加一个新系统，或修改一个现在的系统，他需要先向直属经理咨询。

所有系统应该利用标准的系统模板进行归档。

Every team member has a responsibility to keep up to date the documentation that relates to their role. If a team member believes that a new system needs to be documented or an existing system amended， they should consult their manager. All systems are to be documented using the standard systems template。

请参阅：
Please refer to:
“系统模板”
“Systems Template”
企业概述
Business Overview
我们的企业
Our Business
[请详述企业背景，内容应包括:
［Please detail a background to the business。

You should include the following:
1.企业成立日期、建立方式
When and how the business was first established
2.当前企业的股东分别是谁
Who the current owners of the business are
3.企业是做什么的？生产商、零售商、批发商等 ?
What you do i.e. are you a manufacturer, retailer， wholesaler etc？
4.企业做得如何
How you do it
5.企业提供什么产品和服务
What products and services you provide
6.企业地址，包括所有商店的地址、办公室、工厂等
Where you are located including the address of all shops， offices，
factories etc]
远景宣言
Vision Statement
我们有一个企业远景宣言，它清晰地确定了企业正在做的事情以及做完这些事情之后的样子。

该远景宣言应该作为我们的工作指南和基准，来衡量我们的业绩.
We have a corporate vision statement that clearly defines what the business does and what the business will look like when it is finally done。

This vision
statement should act as a guide for our work and benchmark for us to measure our performance。

请参阅：
Please refer to:
“远景宣言"
“Vision Statement”
企业宗旨
Mission Statement
我们有一个企业宗旨
We have a corporate mission statement
请参阅:
Please refer to:
“企业宗旨"
“Mission Statement”
组织结构图
Organisational Chart
企业应让所有员工了解组织结构以及企业内部的报告关系.
So that all team members are aware of the structure and reporting relationships within the business a current organisational chart is available。

请参阅：
Please refer to:
“组织结构图”
“Organisational Chart.”
内部和外部关系标准
Internal and External Relationship Standards
以下关系标准适用于企业内的所有员工：
The following relationship standards apply to all team members within the organisation.
所有员工都应公开地、诚实地和专业地与所有顾客沟通――在内部和外部都是如此。

All team members will communicate openly, honestly and professionally with all customers – Both internal and external。

1.在说“请"和“谢谢”时,冠上别人的名字.
Always say “please" and “thank-you” using the person’s name。

2.决不挖苦嘲讽。

Never use sarcasm。

3.始终要象当事人在场时一样地谈论一个人
Always talk about a person as if they were in the room。

4.私下讨论私人问题
Discuss personal problems in private.
5.如果你惹某人不满，马上道歉并改正。

If you upset someone, immediately apologise and make right the
situation.
6.在问候和告别时, 冠上别人的名字。

Greet and farewell people using their name。

7.如果有事不对劲，决不要责备某人――去责备系统吧。

Never blame a person if something goes wrong – blame the system。

8.在任何时候要对你的行为、态度和回应负责。

Take responsibility for your actions， attitude and responses at all
times。

9.始终要讲真话。

Always tell the truth。

10.始终要象你希望被对待的样子来对待他人.
Always treat others as you would like to be treated yourself。

人力资源管理
HUMAN RESOURCE MANAGEMENT 人力资源管理概述
Human Resource Management Overview
此模块为企业人力资源的实践提供指导方针。

它提出了与员工相联系的概
念、原则和程序的概要。

This module provides guidelines to the Human Resource practices of our business。

It provides an outline to the concepts, principles and procedures
relating to our people.
人力资源管理是管理企业员工的流程。

我们的员工才是我们拥有的动态资源――只有通过员工,才能让事情发生。

员工按照政策和程序履行职责，
以达成企业的目标.
Human Resource Management is the process of managing the people who work
for this business。

Our team are the only dynamic resource that we have – it is
only through our team that things happen. People enact the policies and procedures and achieve our business goals.
雇佣政策
Employment Policies
个人着装和仪表
Personal Dress And Appearance
员工的个人着装和仪表.需要员工对自己的仪表有信心，特别是对仪表所持的态度。

记住，一个良好仪表能够使顾客对你留下良好印象。

Personal dress and the appearance of team members。

Being confident at work and looking and feeling good comes from taking pride in your appearance and most importantly your attitude to your appearance. Remember that a good appearance creates a good impression to our customers。

经理必须作好表率。

经理也可以凭借其判断力在工作开始之前让某个员工回家，去修正自己的仪表.在这种情形下,在该员工以合适的穿着出现在工作中之前的这段时间，是不予支付工资的。

Managers must lead by example。

Managers may also at their discretion send a team member home to improve upon personal appearance before permitting a team member to start work。

In such instances, a team member will not be paid until they present themselves for work properly dressed.
请参阅：
Please refer to：
“着装标准”
“Dress Standards"
个人卫生
Personal Hygiene
个人卫生是非常重要的，因为它不仅仅影响你自己，还会影响到其他员工。

以下是必须坚持的原则：
Personal Hygiene is considered to be very important because not only does it affect you but it affects your fellow team members。

The following must be adhered to:
1.员工不应使用太浓的香水和须后水。

Team members should always use deodorant, however over—powering perfumes and after-shaves should not be worn。

2.员工必须保持双手干净。

对某种特定工作，应该戴上手套。

Team members must have clean hands. For some tasks gloves should be worn。

平等的雇佣机会和歧视
Equal Employment Opportunity and Discrimination
平等的雇佣机会是一套法律,用来保护让每个雇员都享有被公平对待的权利的原则。

Equal Employment Opportunities is a set of laws protecting the principle that every employee has the right to be treated fairly。

防止和消除任何工作场所内的歧视是十分重要的。

企业相信，所有员工不分种族、肤色、信仰或性别，都是平等的.企业提供平等的雇佣机会给所有人。

企业支持并保护每个人的权利。

It is important that the business prevents and eliminates any discrimination within the workplace。

The business believes in the equality of all people irrespective of their race， colour, creed or gender。

The business provides equal employment opportunities for all based on individual merit。

The business supports and will protect the rights of each individual.
病假
Sick Leave
如果员工感到身体不适而无法上班，他应该在上班时间开始之前给他的经理打电话。

If a team member is not well enough to attend the workplace they should phone their Manager prior to their work commencement time。

员工依照其雇佣合同,有资格享有带薪病假.为了得到休带薪病假的资格,员工须在重返工作岗位时，立即完成一份《病假申请表》。

在完成的《病假申请表》后应该附上一份医生证明，两者需交给你的经理等待正式批准。

Team members are entitled to paid sick leave in accordance with their employment contract. In order to qualify for paid sick leave team members
must complete a Leave Request Form immediately upon their return to the workplace。

A doctor’s certificate should be attached to the completed Leave Form and both should be given to your Manager for approval.
一年内未用完的病假（开始日期以员工开始上班的周年计)不能累计。

Sick Leave that is not used within the year (the commencement date being the team member’s commencement anniversary） does not accrue。

未使用的病假在与企业雇佣关系终止时，是不会支付金钱的。

Unused sick leave entitlements are not payable upon the cessation of employment with the business。

一旦经理批准后，应该将经审定的《病假申请表》转到薪资部进行处理。

Once the Manager has approved the Sick Leave the authorised form should be forwarded to the Payroll Department for processing.
请参阅:
Please refer to:
“如何申请病假”
“How To Apply For Sick Leave”
“病假申请单”
“Leave Request Form”
年假
Annual Leave
所有员工根据其雇佣合同，年假会递增.
All team members accrue annual leave in accordance with their employment contract.
年假申请必须在休假前14天提交。

在企业配合员工年假的要求，采取一切努力满足的同时，所有请假必须在不影响工作的前提下提出申请。

请假申请会遵循“先到先得”原则.经理拥有年假的审批权。

员工应填写“年假申请表"，并交送给经理审批。

经审批后的申请表应交送给薪资部备案。

Applications for annual leave must be made at least 14 days before the commencement of the leave period. Whilst every effort will be made to accommodate team member requests for annual leave， all leave must be taken
at a time that is considered appropriate to the business。

Leave requests will be considered on a “first come， first served" basis. Approval of leave requests is at the discretion of the Manager. Team members should complete a “Leave Request Form" and then give it to their Manager for approval. All approved forms should be forwarded to the Payroll Department for processing。

请参阅：
Please refer to:
“如何申请年假”
“How To Apply For Annual Leave'
“年假申请单"
“Leave Request Form”
申诉政策
Grievance Policy
员工的申诉和建议无论其性质如何，对企业而言都极为重要。

Team Member grievances and suggestions are considered to be extremely important to the business， regardless of their nature.
我们的政策是对每个观点、建议或意见都给予充分关注。

企业完全支持员工提出的改进观点――请参阅“我们的美妙创意计划”。

It is our policy that full consideration will be given to every idea， suggestion or opinion. The business fully supports team member's putting for their ideas for improvement –please refer to “Our Great Ideas Program."
如果因任何理由使某位员工受到委屈，他应该遵循申诉制度提出申诉。

If for any reason， a team member has a grievance they should follow the grievance system.
请参阅：
Please refer to:
“申诉系统”
“Grievance System”
员工记录
Team Member Records
员工人事档案
Team Member Personnel Files
每个员工都在人事部保留有一份机密的人事档案。

Each team member has a confidential personnel file that is kept in the Human Resource Department.
在这些档案中保留的信息包括：
Information that is kept within these files includes:
1.初始雇佣申请材料；
Original employment application；
2.个人详细资料表格;
Personal Details Form;
3.面试记录和参考证明；
Interview notes and reference checks;
4.签署的雇佣合同副本；
Copy of signed Offer of Employment and Conditions of Employment；
5.业绩评估；
Performance Appraisals;
6.职责描述；
Role Description；
7.申诉表格;
Grievance Forms；
8.员工纪律记录（包括任何会议细节和任何警告信的副本）；
Team Member Discipline Record (including details of any meetings and copies of any letters of warning）;
9.培训记录表（包括任何证书副本）；
Training Record Form （including copies of any certificates）；
10.培训评估表格；
Training Evaluation Forms；
11.请假单;
Leave Forms; and
12.任何其他关于员工的信息。

Any other information regarding the team member。

所有员工在雇佣期一开始，必须完成一份《个人详细资料表》.在员工人事档案中应该保留一份该表的副本。

Upon commencement of employment all team members must have a “Personal Details Form” completed. A copy of this form must be kept on the team member's personnel file.
请参阅:
Please refer to：
“个人详细资料表”
“Personal Details Form”
员工可通过与人事部联系，安排查阅其人事档案.
Team members can arrange to inspect their personnel file by contacting the Human Resource Department。

招聘与选拔
Recruitment and Selection
招聘
Recruitment
雇佣合适的员工是企业取得更好业绩的关键.雇佣错误的员工或不得不替换一个员工的成本是一个员工年薪的50-150%。

员工招聘和选拔对企业的长期运行至关重要。

Employing the right team members is the key to a better business。

Employing the wrong team member or having to replace a team member can cost between 50—150％of a team member’s annual salary。

Team member recruitment and selection is vital to our long—term performance。

企业对新员工的招聘和筛选有一个正规的系统。

企业支持内部和外部的人员对所有职位空缺提出申请。

所有申请人都将按照成交的制度进行筛选。

The business has a formal system for recruitment and selection of new team members. The business supports both internal and external applications for all positions vacant。

All applicants will be processed according to the documented system。

请参阅：
Please refer to:
“招聘流程”
“Recruitment Process。

”
职责描述
Role Profile
所有员工有一个详细列出职责、责任、任务和主要业绩指标的职责描述。

All team members have a role description that details the roles, responsibilities， tasks and key performance indicators.
所有职责描述必须保持更新。

职责描述被用于招聘和绩效评估。

All role descriptions must be kept up-to date。

Role descriptions are used for
recruitment and performance appraisals。

“职责描述模板”
“Role Profile Template.”
广告空缺职位
Advertising Vacant Positions
企业完全支持员工的发展，因此所有职位空缺信息不仅会在外部，也会在内部进行公开。

The business fully supports team member development and therefore all vacancies will be advertised internally as well as externally.
选拔过程
Selection Process
所有申请人都会得到评估, 面试前企业将准备一份简短的清单.可能的情况下，成功的候选人要参加两次面试。

All applicants are reviewed and a short—list is prepared for interviews。

Where possible， successful candidates will attend at 2 interviews。

请参阅：
Please refer to:
“招聘与选拔流程”
“Recruitment and Selection Process：”
“第一印象表格”
“First Impression Table”
面试
Interviewing
面试过程是选拔过程中最至关重要的环节之一。

因此，采用一个一致的和系统化的方法是十分重要的.面试往往由经理主持，然而成功的候选人一般会有两次面试，且其中至少有一次应该和他未来的同事在一起面谈。

The interviewing process is one of the most vital parts of the selection process。

Therefore it is important that we use a consistent and systemised approach. Interviews are normally carried out by Managers however successful applicants will generally have 2 interviews and at least one of these should be with their future team member colleagues.
请参阅：
Please refer to：
“如何准备面试”
“How To Prepare For An Interview”
“如何进行面试”
“How To Conduct An Interview”
“面试问题”
“Interview Questions”
证明人核实
Reference Checking
在发出雇佣通知之前，必须对所有候选人进行证明人核实。

证明人核实总的来说通过电话访问进行，然而在某种情况下，寄发一封信函会更合适些。

Prior to being extended an Offer of Employment all candidates must be reference checked. Reference checks are generally conducted by telephone however in some instances it may be more appropriate to send a letter.
请参阅：
Please refer to:
“如何做证明人核实工作”
“How To Do A Reference Check"
“证明人核实信函”
“Reference Check Letter"
发出聘用信
Offer of Employment
所有成功候选人将会接到一份书面的聘用信。

该信函包含了雇佣的期限和条件。

All successful candidates will be given a written Letter of Offer。

The letter of offer includes the terms and conditions of employment.
只有完成了满意的证明人核实工作后，才应该发出聘用信。

应该向候选人寄出两份聘用信。

其中一份必须签署后寄回公司。

A Letter of Offer should only be sent after satisfactory reference checks have been undertaken. Two copies of the letter should be sent to the candidate. One copy must be signed and returned。

请参阅：
Please refer to:
“如何发出雇佣邀请"
“How To Do An Offer of Employment”
“聘用信”
“Offer of Employment”
落选者
Unsuccessful Candidates
一旦候选人收到了正式的聘用信，就必须以一种职业的和客气的方式通知所有落选申请人。

Once a formal offer of employment has been accepted by a candidate all unsuccessful applicants must be notified in a professional and courteous manner.
你认为可能会对企业作出积极贡献的落选者，应该将其申请材料保留下来。

The applications of candidates who are unsuccessful but whom you think could
make a positive contribution to the business should be kept。

请参阅：
Please refer to
“致落选者信函"
“Unsuccessful Applicant Letter”
试用期
Probation
所有新员工都要接受一个三个月的试用期，在此期间, 如果一方希望终止雇佣关系，应该提前7天通知对方.
All new team members are subject to a 3-month probationary period during which time employment can be terminated by either party with 7 days notice.
试用期对双方都是有利的,它可以确保只有那些享受工作职责以及能施展能力完成职责要求的员工才能获得永久的聘任.该政策确保企业聘到最好的人才和那些能完成任务的人才.
The probationary period is beneficial to both parties and ensures that only those team members who enjoy their role and who can demonstrate their capacity to fulfil their role requirements are offered permanent employment。

This policy ensures that the business employs only the best people and that those people are fulfilled in their roles.
在三个月的试用期结束时，该员工会与他的直接上司做一个业绩评估.此时会讨论到所有事宜。

成功的员工会在企业内得到一个永久的职位并得到一份正式的雇佣合同。

At the end of the 3-month probationary period， the team member will have a performance appraisal with their direct manager. At this time any issues can be discussed. Successful team members will then be offered a permanent position within the business and extended a formal employment contract。

请参阅：
Please refer to:
“如何进行试用期评估”
“How To Undertake A Probationary Review”
“永久聘任信”
“Permanent Offer of Employment”
入职
Induction
所有新员工必须完成入职程序。

这是一个有价值的企业介绍，旨在使新员工尽快地上手。

每位经理对确保他们的新员工完成入职计划负有责任。

必须填写完成一份入职过程检查单,并保留在该员工的人事档案中.
All new team members must go through the Induction Program。

This is a valuable introduction to the business that aims to make the new team members as effective as soon as possible。

Each Manager is responsible for ensuring that their new team members complete the Induction Program. An induction Process Checklist must be completed and then kept on the team member’s personnel file。

请参阅：
Please refer to：
“入职计划检查单”
“Induction Program Checklist”
“入职过程检查单”
“Induction Process Checklist”
绩效管理
Performance Management
绩效评估
Performance Appraisals
每年所有员工会经历360度的正式绩效评估。

All team members will undergo a formal 360 degree Performance Appraisal every year.
绩效评估的目的是认可和奖励员工的成绩,进一步讨论未来目标和制定接下来12月的行动计划。

绩效评估也会用于评审报酬的依据.
The purpose of the Performance Appraisal is to recognise and reward team member achievements， to discuss future goals and to develop an action plan for the next 12 months. The Performance Appraisal will also be used as the basis for review of remuneration.
薪酬评审会与绩效评估同时进行。

Salary reviews will be undertaken at the same time as the performance appraisal。

绩效评估在每年的一月进行(或另行要求的时间）。

Performance Appraisals are undertaken in January every year (or as required)。

请参阅：
Please refer to：
“如何进行绩效评估”
“How To Undertake A Performance Appraisal”
“绩效评估表格”
“Performance Appraisal Form.”
处分程序
Disciplinary Process
不幸的是，有时候对员工需要进行处分.企业有一个适当、公正、公平的
处分程序，该程序与企业目标，与员工最低绩效标准相一致。

该程序的设立是为了保护员工和企业的利益。

Unfortunately ， from time to time it is necessary for team members to undergo disciplinary procedures. The business has in place a fair and equitable disciplinary process that supports the objectives of the business and our minimum performance standards。

This process has been put in place in order to protect both team members and the business。

请参阅:
Please refer to:
“如何进行一个员工处分程序"
“How To Undertake Team Member Disciplinary Procedures”
“员工处分记录”
“Team Member Discipline Record”
“聘任终止信”
“Letter of Termination”
“员工离职检查单”
“Team Member Leaving Checklist”
辞职
Resignations
所有希望从企业离职的雇员都须向他们的经理提交一份书面的辞职信。

All employees are required to provide a written letter to their manager if they wish to resign from their position within the business。

一接到辞职信，每位员工有责任服完“通知期”。

该通知期的长短会因职位不同而异，请参阅你的雇佣合同的要求.
Upon receipt of the letter， each employee will be responsible for serving their “notice period.” This notice period can vary depending upon the po sition so please refer to your employment contract for your requirements。

企业可能会让员工在通知期满之前离职。

在这种情况下，员工会得到与通知期总额等同的赔偿。

The business may ask the employee to leave the business before the expiry of
the notice period。

In these instances， employees will be compensated as if they had served their notice period。

所有经理必须确保离职人员在离开企业之前按“员工离职检查单”进行检查。

All Managers must ensure that they go through the “Team Member Leaving Checklist" prior to the team member leaving the business。

请参阅：
Please refer to:
“员工离职检查清单”
“Team M ember Leaving Checklist”
培训
Training
培训政策
Training Policy
企业完全支持员工的培训.所有培训要求应该直接向你的上司汇报.请完成课程申请表格。

The business fully supports employee training。

All requests for training should be directed to your immediate manager。

Please complete the course request form.
请参阅：
Please refer to：
“课程申请表格"
“Course Request Form”
培训记录
Training Records
所有员工的培训记录（内部和外部的）会保留在其人事档案中。

经理应负责员工在培训后填写“培训记录表"。

Records of all team member training (both internal and external) will be kept on e ach team member’s personnel file. Managers are responsible for ensuring that the “Training Record Form” is completed for any training that is undertaken by their team members.
培训记录表详细记录了：
The training record form details：
1.谁受到了培训；
Who was trained；
2.培训做得怎样（课程内容、参考材料和课程时间);
How the training was done （course content, reference material and course
duration）；
3.指导方法（笔记、录相、幻灯片）；
Instructional methods (notes, video， slides)； and
4.谁提供培训（内部培训、外部课程或计划）。

Who performed the training （internal training, external course or
program）。

任何培训的证书副本也应该保留在员工的人事档案中。

Copies of any training certificates should also be kept on the team member’s personnel file。

请参阅：
Please refer to:
“培训记录表”
“Training Record Form”
培训评估
Training Evaluation
所有参加了培训的员工都必须填写一份培训反馈表。

这使企业能够评估培训课程，并确保其对员工的工作相关并有价值。

All team members who undergo training must complete a training feedback form。

This enables the business to evaluate the training courses that are undertaken to ensure that they are relevant and valuable to team members。

培训反馈表应该马上填写并交给直接上司。

Training feedback forms should be completed immediately and given to your direct manager.
请参阅：
Please refer to：
“培训反馈表”
“Training Feedback Form”
沟通和激励
Communication and Motivation
团队季度更新
Team Quarterly Update
企业贯彻与所有员工的公开交流。

因此每个季度（三月、六月、九月和十二月），企业会与所有员工开个“季度更新会议”.其目的是与团队分享上一季度的主要业绩指标,并为下一季度企业计划的任何变动提出建议。

The business believes in open communication with all team members. Therefore each quarter （March, June, September and December） the business will hold a Quarterly Update Meeting with all team members。

The purpose of this meeting is to share with the team the key performance indicator results for the previous quarter and to advice of any changes to the business planned for the next quarter.
这类会议也可用于改进团队关系。

These meeting also provide an opportunity for fellowship and celebration.
企业十分重视这类更新会议，并安排在正常上班时间进行。

所有员工都必须参加。

The business regards these updates as very important and therefore they will be held in normal hours of work。

It is considered compulsory for all team members to attend.
团队快乐系统
Team Happiness System
企业所有人有赖于员工的反馈来为员工提供更好的工作环境.因此，你的反馈是至关重要的。

The business owners rely on team member feedback in order for them to continuously make our business a better place to work. Your feedback is therefore critical in this process.
为了衡量和监控员工的愉快程度，企业会利用“团队快乐制度"每两周对所有员工进行一次调查.
In order to measure and monitor team happiness levels the business will survey all team members on a fortnightly basis using the Team Happiness System。

每两周内，每个员工将会收到一张简短的表格，要求填写的信息关于成
绩、让我们开怀的事情、改进建议和受到的挫折。

一接到该表格,员工应
在当天下班之前填写完并交给他们的经理.
Each fortnight every team member will be sent a short form to complete seeking information about achievements, things that made us laugh， suggestions for improvement and frustrations. Upon receipt of the form each team member is asked to complete it and return it to their Manager by the close of business that day。

该制度也用来确定我们的“冠军员工”。

这些人是被公认为在其职责中干得出色的员工。

冠军员工会得到正式认可并为其对企业作出的贡献面得到奖励.
This system is also used to identify our “Team Champions。

” These are the team members who are considered to have gone above and beyond in the course of their duties. Team Champions are formally recognised and rewarded for their contribution to our business。

所有完成的表格会转交给人事部进行整理.接着，一份关于其结果的总结
会发到企业的每个职能部门和经营领域，并在每个季度员工更新会议上更深入地讨论这些结果。

All completed forms are forwarded to the Human Resource Management team for collation of the results. A summary of the results is then posted in each functional and operational area of the business and at each quarterly team update they are discussed in greater detail.
请参阅:
Please refer to:
“员工快乐制度”
“Team Happiness System"
我们的美妙创意计划
Our Great Ideas Program
企业认为员工有很多如何改进企业的好主意.因而为捕捉到这些观点，我
们有一个可供员工使用以利于其提出观点的正式制度。

The business recognises that our team members have many wonderful ideas about how we can improve our business。

In order therefore to capture these ideas we have in place a formal system that team members can use to put their。