*

TRNH BY: PHM T TRINH

*
1. Qun l Nhn s
2. Qun l Ti sn

3. Qun l Ti chnh
4. Qun l Khch hng
5. Qun l Ri ro
2

S t chc b my qun l
Trng BQL

Ph ban hoc Tr l
Bo v

BP
K thut

BP
Hnh chnh

BP
K ton

BP KD +Chm sc
khch hng

V sinh
Cc nh thu
Cy cnh

K s trng

NV Hnh chnh
& Tip tn

NV
K ton

NV KD +Chm sc
khch hng

K thut vin

X l cn trng

Thu gom rc

*
Thnh ph H Ch Minh c rt nhiu ta nh cho
thu khch hng la chn.
Tuy nhin, mt trong nhng iu khc bit quan
trng khch hng chn thu mt ta nh chnh
l cht lng phc v ca ta nh.

Cht lng phc v tt l rt quan trng bi khi

khch hng khng hi lng, h s khng tip tc
thu m s i tm mt ta nh khc c dch v v
gi c tng ng.
Nhn vin l ngi lin kt gia Cng ty vi
khch hng. Chnh nhn vin to ra s khc bit.
4

*
khch hng ca cng ty lun c hi lng, cc
nhn vin lun phi quan tm ti k vng ca khch
hng v cht lng dch v l:
* Lch s, nh nhn
* Nhanh chng
* Ha nh, thn thin
* p ng y
* Lun c quan tm
* Tn tnh gip
5

Cc nhn vin c th p ng c cc k vng v cht

lng dch v nh trn, nu nhn vin bit:
a)

Lun duy tr tm th tch cc phc v

b)

Lun quan tm ti mi nhu cu ca khch hng

c)

Lun mm ci v quan st khch hng

d)

S dng ngn t lch s

e)

Nh c tn khch hng v gi tn mt cch lch

s, trn trng
f)

S dng ng iu thn thin

g)

Lun ngh c gip khch hng

6

Ban qun l ta nh
B phn u no, ch huy mi hot ng i vi cc

phng ban ph thuc vn hnh ta nh.

m bo nhn vin tng b phn nm r ni dung
cng vic. Xy dng i ng nng ng, tch cc

Gim st, h tr v gii quyt cc vn .

Qun l vic thu ph t cc dch v cung cp
Qun l v Gim st vic cung cp dch v ta nh

v m bo vic chm sc tt nht cho khch thu

7

* TI LIU CN CHUN B
- S tay khch hng
- Ni quy ta nh
- Hng dn thit k lp t ni tht

*
B phn K thut
Qun l h thng k thut m bo cho tt
c cc my mc, trang thit b ca ta nh hot
ng c hiu qu .
Thc hin bo tr thng xuyn, sa cha
v theo di cc hat ng trang tr ni tht ca
khch thu v tt c cc cng vic din ra hng
ngy trong ta nh

*
H thng k
thut ta nh

in

Nc

HKK

Thang
my

10

PCCC

Thng tin
lin lc

Camera

08-Aug-12

* TI LIU CN CHUN B
- Phng n PCCC
- Cc quy trnh ng dng chy my, cc ti liu-h
s trang thit b ta nh
- Bng m t cng vic:
1. K thut vin in lnh
2. K thut vin nc
3. K thut vin in
4. Trng phng k thut
- Biu mu n xin i ca trc
11

*
B phn hnh chnh/tip
tn/k ton

Hng dn v ghi nhn nhng

kin khch hng. m bo cc
thng tin c truyn t n
khch hng v ghi nhn li phi
chnh xc.

H tr cho trng ban trong vic

qun l cc hot ng thu chi ca
ta nh, kim sot ngn sch, tiu
hao phm nh v sinh.

Thc hin cc bo co ti chnh,

bo co hot ng ca ta nh theo
tng tun, thng, qu.
12

* QUY TRNH P DNG

Trin khai hp ng thu
-

Bin bn bn giao ti sn ta nh.

- Mu ng k lm ngoi gi

Bin bn trin khai cc quy nh ca

- Mu ch k ngi c y

ta nh

quyn

Bin bn thanh l hp ng

Mu ch k ngi ph trch

Phiu yu cu thanh l hp ng

gim st di tn

Phng n PCCC

Mu ng k dch v

Mu ng k danh sch khch thu

Mu ng k gi xe

S theo di thng tin khch

13

08-Aug-12

hng

* QUY TRNH P DNG

* Quy trnh ng k phng

* Quy trnh nh gi s tho

hp:

mn khch hng

- Phiu yu cu t phng

- Bng tng hp kin ca

hp

khch hng

- S theo di phng hp

- Phiu thu thp kin ca

* Quy trnh x l khiu ni

thc mc ca khch hng

khch hng thu

- S tip nhn thng tin khch

- Quy trnh nh gi s tha

hng.

- Bin bn nh gi khiu ni
- Vn bn tr li khiu ni

mn

khch hng
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08-Aug-12

* QUY TRNH P DNG

* Quy trnh thu ph:
- Phiu ng k th xe thng

- Bng theo di doanh thu

- S theo di dch v thu

trong thng.
- Bng cn i thu chi trong
thng
- S theo di tin thu k
ton
- Quy trnh thu cc khon ph
dch v
- Quy trnh thu ph gi xe
- Quy trnh thu tin thu

- Thng bo thanh ton tin thu

- Thng bo thanh ton cc dch
v hng thng
- Thng bo 10 ngy
- Thng bo 3 ngy
- Thng bo chm dt hp ng
- S theo di lm vic ngoi gi

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08-Aug-12

*
B phn kinh doanh/chm sc khch
hng
y l b phn to ra doanh thu v i hi phi
c s qun l c bit.
Chu trch nhim vch ra chin lc kinh
doanh, lun y nhanh tin lp y ta nh.
Theo di, gii quyt khiu ni thc mc ca
khch hng.
nh k gi bng nh gi s tha mn ca
khch hng i vi dch v.
16

* QUY TRNH P DNG

(Trc khi k hp ng thu)
-

Bo gi (L.O.C)

Hp ng thu vn phng

Quy trnh k hp ng thu

17

08-Aug-12

*
B phn Bo v
m bo an ninh, trt t v ti sn v con ngi
trong ta nh

Kim sot cc khch hng theo ng qui trnh

m bo cc hng ha c vn chuyn ra vo theo
ng qui trnh v ng qui nh ca ta nh

Gii quyt cc s c, tnh trng khn cp lin quan

n an ninh
18

An ninh

Kim sot
khch hng

Kim
sot
hng ha

X l tnh
trng khn
cp

X l s
c

19

Hun luyn
an ton
PCCC

Gi xe

08-Aug-12

* QUY TRNH P DNG

2. Quy trnh kim sot hng ha
- Phiu ng k di di ti sn hng ha
- Phiu tm nhp ti xut
- S theo di ti sn hng ha ra vo ta
nh
- Phiu ng k thang my
- Quy trnh kim sot hng ha
- Bin bn s vic

1. Quy trnh kim sot khch hng

- Danh sch vn phng thu ti ta nh
- Danh sch nhn vin khch thu
- Ph trch gim st di tn
- S theo di khch hng
- S theo di nh thu
- Th ra vo ta nh
- S theo di TS-HH
- Quy trnh kim sot khch ra vo ta
nh
- Bin bn s vic
- ngh i th xe
- ngh hy th xe
- S giao ca
- Ni quy bi gi xe
- Phiu ng k th xe thng
- Ni quy nh xe

3. Quy trnh gi xe
- Bin bn mt phiu gi xe
- Bin bn mt xe

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08-Aug-12

* QUY TRNH P DNG

7. Quy nh qun l dng c bo v
- Bin bn giao ca
- Phiu yu cu cung cp cng c dng
c
- Quy nh qun l dng c bo v

4. Quy nh tun tra bo v

- Bin bn bo v
- K hoch tun tra
- Quy nh tun tra b phn bo v
5. Ni quy PCCC ta nh
- Danh mc PCCC v cch s dng
- Ni quy PCCC ta nh
6. Quy nh ng ph tnh hung khn
cp
- Bin bn s vic
- Quy trnh ng ph tnh hung khn cp
ta nh
- Danh sch khch hng c mt ti im
tp kt
- Thng tin chnh xc cn cung cp
- Phng n ng ph cc tnh hung
khn cp
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8. Quy nh s c gy mt an ninh, trt

t
- Bin bn s vic
- Quy nh s c gy mt an ninh, trt t

08-Aug-12

*
B phn V sinh
m bo v sinh, mi trng lm vic trong ta nh lun
sch.
Qun l cc trang thit b v sinh, kim sot tiu hao phm.
m bo cc cng vic v sinh hng ngy c thc hin theo
ng qui trnh.

22

*
V sinh

V sinh
snh,
HL, hm

V sinh
bn ngoi

V sinh
knh

V sinh
toilet

Thu
gom rc

Qun l
dng c

* QUY TRNH P DNG

1. Quy trnh k thut v sinh
- Quy nh bo dng sn
- Quy nh v sinh knh
- Quy nh v sinh thm
- Quy nh qun l rc thi
- Quy nh v sinh sn
- Quy nh v snh nh v sinh (toilet)

3. Quy nh k hoch v sinh

- Quy nh v sinh bo tr tng hp
- Quy nh lp k hoch v sinh
- S giao ca
- Bin bn s vic

2. Quy nh tiu chun v sinh

- Quy nh v tiu chun v sinh
- Quy nh v phng php v sinh

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* GII THIU MU BIU C BN

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08-Aug-12

Cm n lng nghe!