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沃尔玛培训体系-1
Training 培训 Training 培训Chapter 1 Home Office Training 总部办公司培训 第一章1. Orientation 入职培训 2. English Training 英语培训 3. Library 图书馆 4. Training Center 培训中心 5. Walton Institute 沃尔D学院 6. Operating Standards 运作标准Training 培训Chapter 2 In-Store Training Coordinator Working Procedure 店扰嘌敌T工作程序 第二章1. Store Training Coordinator Job Description 店扰嘌敌T工作描述 2. Orientation 30-60-90 30/60/90 入职培训 3. Cashier Training 收银培训 4. On-the-job Training F场培训 5. Training Needs Assessment 培训需求y试Wal-Mart China CO.,LTD. 沃尔玛中国有限公司 - Confidential -机密02/16/11 Page 1 of 19Training 培训6. Vendor Training 供应商培训 7. Job Specific Training 专}培训 8. Sponsor Program 员工指导计划 9. Management Trainee Program 见习管理人员计划 10. New Store Associates’ On-the-job Training 新店员工F场工作培训 11. Vendor Promoter Training 供应商促销T培训 12. Documentation 文档Training 培训Chapter 3 Regional Trainer 区域培训员 第三章 区域培训员 Supercenter 购物广场1. Management Training 管理层培训 2. Follow Up MTP 跟进见习管理人T培训 3. Operation Guide 营运指南 4. Modification of MTP MTP 课程修改Sam’s Club 山姆T店1. Management Training 管理层培训 2. New Store Management Training 新店管理层培训Wal-Mart China CO.,LTD. 沃尔玛中国有限公司 - Confidential -机密02/16/11 Page 2 of 19Training 培训3. Follow Up MT 跟进见习管理人T培训 4. MIT Program 见习管理人T课程 Resources Index Y源索引Training 培训Training Overview 培训概况1. Our Mission StatementTo Partner With Management 成为管理层的伙伴 To provide Quality Training Service 提供高质量的培训服务 To Improve Associates Performance！ 改进T工工作表FWal-Mart China CO.,LTD. 沃尔玛中国有限公司 - Confidential -机密02/16/11 Page 3 of 19Training 培训2.Training 培训O-chart of Training Team and Main Responsibility of Each Section 培训组的组织结构及各部分主要工作职责。Francis Tam Vice President of HR Elliott Huang Senior Training Manager Shirley Yang Training SpecialistDavid Wu Ops Training Mgr - Supercenter Ray Wang Regional Trainer SupercenterJance Du Ops Training Mgr-Sam’s Max Peng Regional Trainer SupercenterKaren Jin Coordinator SupercenterChristina Ye Coordinator Sam’s & DCSusan Guo Officer Overhead & Mdse Judy Zhu Translator2.1 Regional Trainer: 区域培训员 Be in Charge of Management training for Supercenter/Sam’s club /山姆会员店管理层培训 2.2 Supercenter/Sam’s Club Training Coordinator 购物广场/山姆会员店培训协调员 Responsible for all organization , coordination and following up of store training, especially the training of general associates.. 全面负责商场培训工作的组织、协调和跟进，尤其是普通员工培训。 2.3 Home Office Training coordinator 总部培训协调员 Responsible for the following up and coordination of Home Office training, including the training for merchandising associates and cross-training.Wal-Mart China CO.,LTD. 沃尔玛中国有限公司 - Confidential -机密02/16/11 Page 4 of 19负责购物广场Training 培训负责跟进和协调总部办公室培训，包括采购部同事和跨部门培训。Training 培训3.How to be a Good Trainer? 如何做一名合格的培训员？3.1 Your People Skill 人际交往技巧? ? ? ?Partnership, Interdependent 与人交往，互相依 Communication 善于沟通交流 Commitment, Passion ぷ饔谐兄Z，拥有饱满的热情 Circle of Influence, Leadership 有领导才能，具一定影响力3.2 Your Open Mind 宽阔胸襟? ?Always willing to Learn, to Improve 孜孜好学，乐于提高。 See the old lady/young woman 少女/老D的⑹尽3.3 Your Professionalism 专业技能 3.3.1 Training expertise 培训技能 Train the Trainer, KISS, simple and relevant, Fun Leaning, Adapt/Adopt/Reject,7 Habits, 1 minute manager, Star Fish, Geese & Buffalo, Fast Feedback, Basic Supervision, Performance Consulting, etc.3.3.2 Operations Knowledge 营运知识 30/60/90 Orientation, Sponsor, 1st Retailer, PI, Reports, Guides/First Steps, MTP/MIT, Management classes, Leadership Foundation, HR, Mdse, etc.Wal-Mart China CO.,LTD. 沃尔玛中国有限公司 - Confidential -机密02/16/11 Page 5 of 19Training 培训3.3.3 English 英语程度 The easiest language 最简易的语言。 Never write anything you’ 不要写从未读过的东西。 Never say anything you’ve never heard 不要说从未听过的话。 New Concept English II , III 掌握新概念英语第二、三册。Training 培训Bad Trainer 差的培训员 Unpunctual 不守时 Do not prepare what trainees need 没有预期到学员的需求 Lack of planning 缺乏计划和准备 Be unfamiliar with training contents 不熟悉培训内容 Use only one way of teaching 只使用一种授课方式 Lack of communication 与学员缺乏沟通 Do not allow trainees to ask questions 不允许学员提问 Lack of passion 缺乏热情 Lack of confidence 缺乏自信 Poor presentation 表达不清晰 Improper attire 着装不当Wal-Mart China CO.,LTD. 沃尔玛中国有限公司 -机密-Good Trainer 好的培训员 Planned and organized 有组织、有准备 Proper dress 适宜的着装 passionate, confident and experienced 热情、自信且经验丰富 Humor 有效地使用幽默 Encourage participants to involve 鼓励学员的参与 Adopt various ways of teaching 采用多种授课方式 Try to improve training skills 努力改进培训技巧 Waved tones 语调有起伏 Smiling 微笑 Eye contact 与学员有视线接触 Good Presentation 表达清晰- Confidential 02/16/11 Page 6 of 19Training 培训 Chapter 1 Home Office Training 第一章 总部办公室培训工作范围1. Orientation 入职培训Home Office 总部 Format 形式 Time Schedule 时间 Content 内容 2 full day 2 整天 On a monthly basic 每月一次 Day 1:Wal-Mart History, WalMart Today, Wal-Mart Culture 第一天：沃尔玛历史、今日沃尔 玛和沃尔玛文化Office Training 总部培训 总部培训Supercenter/Club 购物广场 会员 购物广场/会员 店 30-60-90 Orientation The 1st, 30th, 60th and 90th day 入职第 1，30，60 和 90 天 Day 1: History, Handbook (3 Basic Beliefs, Ethics, General Rules, Policies, Benefits Overview) 第 1 天：沃尔玛历史、员工手 册(3 项基本信仰、基本规范、 政策和工资福利概述)Day 2: C&B, Wal-Mart Policies and General rules, LP, ISD and Orientation Test 第二天：工资福利、沃尔玛政 策、防损知识，ISD 知识和入职 培训测试Day 30: C&B, Terminology, Business Philosophy 第 30 天：工资福利、gZ、 I哲WDay 60: No Quit Policy, Career Development and Grass Roots Meeting 第 60 天：x挽留政策、 Il展C⒉莞hWal-Mart China CO.,LTD. 沃尔玛中国有限公司- Confidential -机密-02/16/11 Page 7 of 19Training 培训Office Training 总部培训 总部培训Day 90: Transfer Policy and Orientation Test 第 90 天：x政策、入职培 训测试Wal-Mart China CO.,LTD. 沃尔玛中国有限公司- Confidential -机密-02/16/11 Page 8 of 19Training 培训2. English Training 英文培训2.1 Objective 目的Office Training 总部培训 总部培训To prepare our associates to be more proficient in English for better communication and perform their job duties to cater for the business needs, we started our English Training in April of 2000. 为使公司员工更熟练地运用英语进行沟通并迎合公司发展需求，我们于 2000 年 4 月开 始英语培训课程。 2.2 The first Stage (from April to November, 2000) 第一阶段 (2000 年 4 月至 11 月) In this period, our company provided an opportunity to learn English to as many people as possible and our English Training mainly focused on the oral speaking. 在这个阶段中，公司为尽可能多的员工提供学习英语的机会，我们的英语培训主要着 重于口语方面。 2.3 Details of each class 每个班的具体事宜: Class A A班Basic level 初级水平 6 months program, 3sessions a week with 2 hours a session, totally 150 hours 课程为期 6 个月，每周 3 节课，每课 2 小时，共计 150 小时 For 4 DGMs 上课对象:4 位营运总经理/副总 Class time: Monday, Wednesday and Friday morning, from 7:30am to 9:30am 上课时间:每周一、三、五早上，7：30am---9:30am Class Venue: Conference room, 6/F, Home OfficeWal-Mart China CO.,LTD. 沃尔玛中国有限公司 - Confidential -机密02/16/11 Page 9 of 19Training 培训上课地点：总部六楼会议室Office Training 总部培训 总部培训Class B1B1 班Intermediate level 中级水平 3 months program, 1 session1 a week with 2 hours a session, totally 24 hours 课程为期 3 月，每周 1 课，每课 2 小时，共计 24 小时 For Home Office key managers 上课对象:总部部门经理 20 participants 参加人数：20 人 Class time: Tuesday morning, from 7:30am to 9:30am 上课时间:每周二早上，7：30am---9:30am Class Venue: Conference room, 5/F, Home Office 上课地点：总部五楼会议室 Class B2 B2 班 Basic level 初级水平 3 months program, 1 session a week with 2 hours a session, totally 24 hours 课程为期 3 月，每周 1 课，每课 2 小时，共计 24 小时 For Ops. DM and above and Home Office key managers 上课对象:总部部门经理 10 participants 参加人数：10 人 Class time: Thursday morning, from 7:30am to 9:30amWal-Mart China CO.,LTD. 沃尔玛中国有限公司 - Confidential -机密02/16/11 Page 10 of 19Training 培训上课时间:每周四早上，7：30am---9:30am Class Venue: Conference room, 6/F. Head Office上课地点：总部六楼会议室Office Training 总部培训 总部培训Class CC班Basic level 初级水平 One and a half months program, 2 sessions a week with 2 hours a session, totally 24 hours 课程为期一个半月，每周 2 课，每课 2 小时，共计 24 小时 For Home Office general associates 上课对象:总部办公室普通员工 30 participants 参加人数：30 人 Class time: Wednesday night from 7:00pm to 9:00pm and Saturday afternoon form 2:00pm to 4:00pm 上课时间:每周三晚上 7：00am---9:00pm, 和每周六下午 2：00pm---4:00pm Class Venue: Conference room, 5/F, Home Office 上课地点：总部五楼会议室 Class D D班In Kunming D 班设在昆明 Basic level 初级水平 3 months program, 3sessions a week with 2 hours a session, totally 74 hours 课程为期 3 个月，每周 3 课，每课 2 小时，共计 74 小时 For B Grade and aboveWal-Mart China CO.,LTD. 沃尔玛中国有限公司 - Confidential -机密02/16/11 Page 11 of 19Training 培训上课对象:总部办公室普通员工 30 participants 参加人数：30 人Office Training 总部培训 总部培训Class time: Monday, Wednesday and Friday morning, from 7:30am to 9:30am 上课时间:每周一、三、五早上，7：30am---9:30am2.4 The next stage (for year 2001) 下一阶段(2001 年) In order to improve our English training quality continuously and ensure having a better result for further English Training, we make some changes to the format of the class. 为了继续提高我们的英语培训质量，确保取得更好的效果，我们对课程形式做了一些 改变。 We will focus more on the quality of English Training in the next stage. We will start roll out reading, listening, and writing in the next stage so that our associates will be more proficient in the different skills on English. 在下一阶段，我们将更着重于英语培训的质量，为此我们将全面涉及听、说、读、写 四个方面来使我们的员工更熟练掌握各项英语技巧。 Here are the details of each class 以下是每个班的具体事宜: Class one Intermediate level 中级水平 2 months program，2 sessions a week with 2 hours a session, totally 36 class hours 课程为期 2 个月，每周 2 课，每课 2 小时，共计 36 小时 20 participants 参加人数：20 人 Class time: Tuesday and Thursday night, from 7:00pm to 9:00pmWal-Mart China CO.,LTD. 沃尔玛中国有限公司- Confidential -机密-02/16/11 Page 12 of 19Training 培训上课时间:每周二、四晚上 7：00pm---9:00pm Class Venue: Conference room, 5/F. Head Office 上课地点：总部五楼会议室 Class two Basic level 上课地点：总部五楼会议室Office Training 总部培训 总部培训2 months program，2 sessions a week with 2 hours a session, totally 36 class hours 课程为期 2 个月，每周 2 课，每课 2 小时，共计 36 小时 20 participants 参加人数：20 人 class time: Wednesday night and Friday night, from 7:00pm to 9:00pm 上课时间:每周三、五晚上 7：00pm---9:00pm Class Venue: Conference room, 5/F. Head Office 上课地点：总部五楼会议3. Library 图书馆In order to improve our associates and meet their job requirement, China Home Office Library was set up from May 5,2000.The Library is accessible to all Shenzhen Overhead Office associates. Books on topics such as leadership, time management, customer service, negotiation, self-development and team building etc. are available. There are about 300 books at present. The Library is located on the 6/F of Shenzhen Overhead Office. And the library service is from 12:00 noon to 1:00pm on every working Monday, Wednesday, and Friday. 为提高员工工作素质，满足工作需求，图书馆于 2000 年 5 月 5 日成立。其面向沃尔玛深 圳总部全体同事。图书馆提供关于领导艺术、时间管理、顾客服务、谈判、自我发展及团 队建设等方面书籍，目前藏书近 300 册。图书馆设在沃尔玛中国总部办公室六楼，借阅时 间为周一、周三及周五中午十二点至下午一点。 3.1 Borrowing StepsWal-Mart China CO.,LTD. 沃尔玛中国有限公司 - Confidential -机密02/16/11 Page 13 of 19Training 培训借书步骤： Read carefully the Guideline posted on the 6/F, bulletin board. 阅读《借书须知》(贴在六楼布告栏)。 Show your Associate badge while you borrow the book. 借书时请出示工牌。 Fill out the Registration Log 填写《借阅登记表》。Office Training 总部培训 总部培训Return the book within two calendar weeks. Complete the Returning Date and Signature column on the Registration Log 两周内归还，填写《 借阅登记表》归还期栏并签字确认 借阅完毕。 3.2 Guidelines 借书须知： Take good care of the books and do not make any notes on the books. 请爱护书籍，勿在书上涂写。 Only 1 book may be checked out once by one person. 每人每次只限借一本书。 Due day is 2 calendar weeks from the date of checkout. 限两周内归还。 Borrowed book could be renewed for one more weeks at the end of the 2nd week if needed. All borrowed items should be returned on or before the due day, or a delay fee will be charged to the responsible associate. The delay fee is RMB 1 per day per book if date of return overdue. 如两周内未读完所借书籍，可续借一次，期限为一周。过期一天，罚款人民币一 元，以此类推。 Should the books be lost, defaced, damaged, or not returned within 30 days from the due day, the responsible associate will be charged twice as much as the book price or a replacement of two copies of the lost. 丢失、破损或过期 30 天未归还所借书籍，将按书价的两倍金额赔偿所借书籍。Wal-Mart China CO.,LTD. 沃尔玛中国有限公司- Confidential -机密-02/16/11 Page 14 of 19Training 培训Books are borrowed by associate in person. 不允许代他人借书。Office Training 总部培训 总部培训4. Training Center 培训中心Wal-Mart China Training Center has 120 square-meter, maximum with 48 seats, located on the 2nd floor of Sam’s Club # 6505. This training Center is mainly used for management training classes, such as Walton Institute, Leadership Foundation etc. This Center is also used for other important training sessions that multi-media equipment are to be used. 沃尔玛中国培训室大小为 120 平方米,最多容纳 48 人，位于山姆会员店 2 楼，主要用于管 理层培训课程，如沃尔顿学院，领导艺术培训等，以及其他需要使用多媒体设备的培训课 程. Available equipment includes 6 round tables, laptop computer, LCD projector, DVD, VCR, flip chart stands, Hi Fi Amplifier etc. 可用设备包括 6 张圆桌,镭射投影仪,DVD,录像机,翻页板,高保真放音设备等. 4.1 Wal-Mart Training Center Guidelines 沃尔玛中国培训室指南：?To use Wal-Mart China Training Center, please contact Head Office Training Coordinator Susan Guo at 8/8309 for reservation. 使用沃尔玛中国培训室,请与总部办公室培训协调员 Susan Guo 联络预订事宜， 电话：8/8309.?Training Center may be reserved at least 15 days prior to the date of event. It may not be booked for weekly meeting. 培训室应在课程开始 15 天之前预订。培训室不能作每周例会使用。?Training Center will remain locked when not in use. After being authorized, the reserving department may check out the room from the Cash Office of Sam's Club # 6505. 培训室不使用时应上锁。预订部门被授权后，可从山姆会员店现金房取得培训室钥 匙。 The reserving department is responsible for setting up the room and returns it to the default setting. The reserving department is also responsible for cleaning the room after the event has taken place. Training rooms will be inspected by Sam’s Training Coordinator at the first working day after the event.Wal-Mart China CO.,LTD. 沃尔玛中国有限公司- Confidential -机密-02/16/11 Page 15 of 19Training 培训Office Training 总部培训 总部培训预订部门应负责布置房间，使用完毕后，将培训室恢复原状.预订部门还应在课程 结束后做好清洁工作。山姆会员店培训协调员将于课程结束后的第一个工作日检查 培训室。?In case the Training Center previously reserved is needed for other urgent uses, the Overhead training department reserves the right to cancel the reservation however will notify in advance. 如果已被预订的培训室需要用于其它紧急事宜,总部培训部门保留取消预订的权 利，不过会提前通知预订部门。4.2 Attentions in Using the Training Room 培训室使用注意事项 Key 钥匙 Please borrow and return within the same day. 当天借用, 当天归还。 Walls 墙壁 Please do not use two-side tape. Use one-side tape to the need of class. 勿用双面胶贴上墙壁，如是课堂需要，可使用单面胶纸。 LCD Projector LCD 投影仪 Please do not power on/off too frequently. Turn off the general power upon the full stop of heat-fan. Pay attention not to press with finger the button of remoter as it is made out of soft glue. 不可反复开/关仪器。关闭时需等至散热风扇停止之后，方可关闭总电源。 Hi Fi Amplifier BOSE 自由空间 6 号功放 Please turn the volume of Hi Fi Amplifier to the minimum before tune on/off the power. 开/关电源之时，请首先将功放声量控制板，调至最小，然后再开/关电源，这样可 避免电流冲击扬声器的寿命。 FlipchartWal-Mart China CO.,LTD. 沃尔玛中国有限公司 - Confidential -机密02/16/11 Page 16 of 19Training 培训Office Training 总部培训 总部培训翻页板 The Flipchart could be written with whiteboard pen only and cleaned by Eraser only. Do not clean the Flipchart with any chemical cleaner.Flipchart翻页板上只可用 whiteboard 白板笔书写，并只可用板擦擦拭。请勿用任何清洁剂擦拭白板。 Drink Machine 饮水机 Do not turn the power on when there is no water. 请勿在没有水时打开加热开关。 Retractable screen for LCD 投影屏幕 Do not scratch or touch the retractable screen for LCD with the figure, pen or any other subjects. 请勿用手，笔或其他任何物体指划或触摸屏幕。 Microphone 无线麦克风 The battery of the microphone should be taken out after the event. 池拆出。 请用完之后，将电5. Walton Institute 沃尔顿学院5.1 Brief Introduction 简介 Walton Institute is one of the most extensive professional development sessions offered by Wal-Mart Stores, Inc. 沃尔顿学院是沃尔玛公司提供的最有影响力的职业发展培训课程之一。 An intensive 5-day training simulation based on our corporate beliefs and values. 一个基于公司信仰和价值观的，为期 5 天的强化训练。 The session targets 6 key dimensions of successful leadership: Planning and Organization, Deciding, Performance Management, Relating, Leading and Drive.Wal-Mart China CO.,LTD. 沃尔玛中国有限公司 - Confidential -机密02/16/11 Page 17 of 19Training 培训Office Training 总部培训 总部培训培训主题围绕成功领导六大要素：计划和组织、决策、绩效管理、人际关系、领导 和驱动。学院面向中、高层管理层同事。 They should complete extensive pre-work prior to the course, including a 360 degree leadership assessment. By the end of the session participants complete a business unit action plan and career development plan. Besides, they must successfully complete a pre-and post test. 学员在课前须完成大量工作，包括 360 度领导艺术评估。在学期结束前，须制订出 工作计划和职业发展计划。除此，还必须出色完成课前、课后测试。 The participants will receive the Walton Institute Certificate after completing Career Development Plan (CDP). 完成职业发展计划后，学员将被授予沃尔顿学院证书。 5.2 2000 Walton Institute in China 2000 年沃尔顿学院在中国 The 1st and 2nd session of Asia Walton Institute has been held successfully at Wal-Mart China Training Center by the teamwork of US / Chinese coaches and facilitators. 在美国和中国教练及导师的通力合作下，第一期和第二期亚洲沃尔顿学院在沃尔玛 中国培训中心成功举办。 Asia I 亚洲一班 English session 英文班 Coach and Facilitator: Kathy, Glen and Elliott(Kathy and Glen are from US) 教练和导师：Kathy, Glen 和 Elliott (Kathy and Glen 来自美国) Class Time: from July 17 to July 21 课程起止时间：7 月 17 日至 21 日 31 participants, including 9 associates from Korea 31 位学员，其中 9 位来自韩国Wal-Mart China CO.,LTD. 沃尔玛中国有限公司- Confidential -机密-02/16/11 Page 18 of 19Training 培训Asia II 亚洲二班 Chinese session 中文班Office Training 总部培训 总部培训Coach and Facilitator: Kathy, Glen and Elliott(Kathy and Glen are from US) 教练和导师：Ivan, Simon, Stephanie and Elliott Class Time: from July 24 to July 28 课程起止时间：7 月 24 日至 28 日 31 participants, including 9 associates from Korea 36 位学员，其中 9 位碜院6. Operating Standards 运作标准Home Office Training is responsible for working out Wal-Mart Operating Standards Rollout Action Plan and following up the Rollout. 总部办公室负责制定沃尔玛运作标准推广行动计划及其跟进工作。7. Others 其他Training Board 培信息栏Monthly Report 月报 Saturday Working Schedule 周六排班表Wal-Mart China CO.,LTD. 沃尔玛中国有限公司- Confidential -机密-02/16/11 Page 19 of 19
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