步行街行政人事工作手册.doc

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1、that it makes you believe that it is one of the best meals he has ever tasted!Charlie Chaplin wrote, directed and produced the films the starred in. In 1972 he was given a special Oscar for his outstanding work in films. He lived in England and the USA but spend his last years in Switzerland, where

2、he was buried in 1977. He is loved and remembered as a great actor who could inspire people with great confidence.AN APRIL FOOLS JOKE: THE NOODLE HARVESTApril Fools day, or April 1st, is known in many countries as a day for playing jokes on others. It is usually a time when children make fun of each

3、 other, but sometimes other people can get caught in the fun too.One of the most famous jokes in England took place on British television in 1957. It was a Monday night when there were always many serious programmes on the television. One of them was called Panorama, this show explored problems and

4、progress all over the world, so nobody was surprised when it began with a report on the excellent noodle harvest in the south Switzerland. The programme mentioned two reasons for the good crop: an unusually warm winter and the disappearance of the insect that attacked the noodle crop every year. The

5、 reporter showed many noodle trees with the farmers pulling noodles off them and putting them into baskets. The people watching were told that they may not have heard of noodles from this part of the world because noodles were grown as part of small family businesses.The programme makers makers real

6、ized that people might wonder why noodles were always the same size so that they explained that “it was the result of many years patient research with the tree to produce noodles of exactly the same length.” But even so they explained, the life of a noodle farmer was not easy. “The last two weeks of

7、 March are an anxious time for noodle farmers. There is always a chance of very cold weather spoiling their crop. Then it is difficult for them to get top prices on the markets.” Many people in England believed this story. They rang the BBC to find out hoe to grow their own noodle tree. They were to

8、ld to “place a piece of noodle in a tin of tomato sauce and hope for the best.” This may seem very silly, but in the 1950s very few British people travelled aboard for their holidays and even fewer of them ate noodles. So it seemed possible to imagine that noodles grew on tree like apples, pears and

9、 nuts. People also trusted the Panorama programme for its careful research and serious information. So they were shocked to find the next day that they had all believed an April Fools joke. Even today the report of the noodle harvest is remembered as one of the best April Fools jokes ever!Unit 4Comm

10、unication: No Problem?Yesterday, another student and I, representing our universitys student association, went to the Capital International Airport to meet this years international students. They were coming to study at Beijing University. We should take them first to their dormitories and then to t

11、he student cantee. After an hour of waiting for their flight to arrive, I saw several young people enter the waiting area looking around curiously. I stood for a minute watching them and then went to greet them.The first person to arrive was Tony Garcia from Columbia, closely followed by Julia Smith

12、 from Britain. After I met them and then introduced them to each other, I was very surprised. Tony approached Julia, touched her shoulder and kissed her on the cheek! She stepped back appearing surprised and put up her hands, as if in defence. I guessed that there was probably a major misunderstandi

13、ng. Then Akira Nagata from Japan came in smiling, together with George Cook from Canada. As they were introduced, George reached his hand out to the Japanese student. Just at that moment, however, Akira bowed so his nose touched Georges moving hand. They both apologized- another cultural mistake!Ahm

14、ed Aziz, another international student, was from Jordan. When we met yesterday, he moved very close to me as I introduced myself. I moved back a bit, but he came closer to ask a question and then shook my hand. When Darlene Coulon from France came dashing through the door, she recognized Tony Garcia

15、s smiling face. They shook hand and then kissed each other twice on each cheek, since that is the France custom when adults meet people they know. Ahmed Aziz, on the contrary, simply nodded at the girls. Men from Middle Eastern and other Muslim countries will often stand quite close to other men to

16、talk but will usually not touch women.As I get to know more international friends, I learn more about this cultural “body language”. Not all cultures greet each other the same way, nor are they comfortable in the same way with touching or distance between people. In the same way that people communic

17、ate with spoken language, they also express their feelings using unspoken “language” through physical distance, actions or posture. English people, for example, do not usually stand very close to others or touch strangers as soon as they meet. However, people from places like Spain, Italy or South A

18、merican countries approach others closely and are more likely to touch them. Most people around the world now greet each other by shaking hands, but some cultures use other greetings as well, such as the Japanese, who prefer to bow.These actions are not good or bad, but are simply ways in which cult

19、ures have developed. I have seen, however, that cultural customs for body language are very general- not all members of a culture behave in the same way. In general, though, studying international customs can certainly help avoid difficulties in todays world cultural crossroads!Showing our feelingsB

20、ody language is one of the most powerful s of communication, often even more powerful than spoken language. People around the world show all knds of feelings, wishes and attitudes that they might never speak aloud. It is possible to “read” others around us, even if they do not intend for us to catch

21、 their unspoken communication. Of course, body language can be misread, but many gestures and actions are universal.The most universal facial expression is, of course, the smile its function is to show happiness and to people at ease. It does not always means that we are truly happy, however. Smiles

22、 around the world can be false, hiding other feelings like anger, fear or worry. There are unhappy smiles, such as when someone “loses face” and smiles to hide it. However, the general purpose of smiling is to show good feelings.From the time we are babie, we show unhappiness or anger by frowning. I

23、n most places around the world, frowning and turning ones back to someone show anger. Making a fist and shaking it alomost means that someone is angry and threatening another person.There are many ways around the world to show agreement, but nodding the head up and down s for agreement almost worldw

24、ide. Most people also understand that shaking the head from side to side means disagreement or refusal.How about showing that I am bored? Looking away from people or yawning will, in most cases, make me appear to be uninterested. However, if I turn toward and look at someone or something, people fro

25、m almost every culture will think that I am interested. If I roll my eyes and turn my head away, I most likely do not believe what I am hearing or do not like it.Being respectful to people is subjective, besed on each culture, but in general it is probably not a good idea to give a hug to a boss or

26、teacher. In almost every culture, it is not usually good to stand too close to someone of a higher rank. Standing at a little distance with open hands will show that I am willing to listen.With so many cultural行 政 人 事 部工作手册东莞市德信物业服务有限公司二00三年四月目 录第一章 公司组织机构设置DX/RSB-012第二章 文件、表格编码规定DX/RSB-023第三章 行政人事部

27、运作程序DX/RSB-035第四章 行政人事部工作职责DX/RSB-046第五章 劳动条例DX/RSB-05 12第六章 员工福利DX/RSB-06 16第七章 工作纪律与奖惩条例DX/RSB-07 19第八章 注意事项DX/RSB-08 30第九章 修订及补充DX/RSB-09 31附件一 (记录) 32附件二 (相关制度、合约) 33第一章 公司组织机构设置DX/RSB-01文件名称：公司组织机构设置页 码：文件编号：DX/RSB-01编 制 日 期：2002-4-10修改日期：年 月 日生效日期：年 月 日版号/更改号：一. 公司架构：DX/RSB-01-01 A. 董事长 B. 总经理

28、 C. 副总经理 D. 六大部门：行政人事部；财务部；客户中心；经营部；工程部；安防部。二. 公司机构设置表：DX/RSB-01-02董 事 长总经理副总经理 行财客经工安政务户营程防人部中部部部事心部第二章 文件、表格编码规定DX/RSB-02文件名称：文件、表格编码规定页 码：文件编号：DX/RSB-02编 制 日 期：2002-4-10修改日期：年 月 日生效日期：年 月 日版号/更改号：一. 目的:确保每一个质量体系文件都有唯一的编码，便于文件的识别，追溯和控制，便于统一领导，统一步调，协助指挥、贯彻、落实文件之精神。二 适用范围：适用于本公司质量体系文件的编码。三 职责：(一) 行政

29、人事部负责制定文件的编码方法；(二) 各级文件管理、传递按本规定对公司范围内的文件进行编码和登记。四. 编码规定：(一) 各部门编写的质量体系文件在完成后，由文件管理员按照本规定、要求进行登记、编码，每一份文件、表格只允许有唯一的一个编码；(二) 部门名称与部门代号：公司内各部门代号用该部门名称中两个汉语拼音字母组成表求：德信公司：DX 行政人事部：RSB 工程部：GCB 经营部：JYB德兴公司：DX 财务部：CWB 安防部：AFB 客户中心：KHB(三) 编码方法：1. 工作规程的编码方式有两种：1.1公司工作规程的编码由：公司代号 部门代号 顺序号几部分组成；1.2其它部门工作规程的编码由

30、：公司代号 部门代号 顺序号 顺序号几部分组成。2. 编码表达形式： 顺序号（从01、02、03） 部门代号【见四（二）】 公司代号【见四（二）】第三章 行政人事部运作程序DX/RSB-03文件名称：行政人事部运作程序页 码：文件编号：DX/RSB-03编 制 日 期：2002-4-10修改日期：年 月 日生效日期：年 月 日版号/更改号：一. 目的明确行政人事部各项工作的开展和各岗位工作的安排，保证管理运作的有效性。二. 适用范围适用于本行政人事部的管理运作。三. 行政人事部架构图示：DX/RSB-03-01行 政 人 事 部行政助理仓管员 第四章 行政人事部工作职责DX/RSB-04文件名

31、称：行政人事部工作职责页 码：文件编号：DX/RSB-04编 制 日 期：2002-4-10修改日期：年 月 日生效日期：年 月 日版号/更改号：一. 行政人事部经理职责DX/RSB-04-01职务：行政人事部经理呈报上级：物业公司总经理（以下简称总经理）指导下级：行政人事部所有员工(一)行政人事部经理/副总经理在总经理的领导下，负责组织、协调、安排物业管理公司行政人事部的各项工作。(二)人事工作：1. 编制及按需要修订人事规章制度。2. 根据工作量的情况，控制及调整员工的总数，每年将人员编制报告上报总经理。年末负责编制次年的人员编制报告表。（相关表格DX/RSB/070）3. 招考部门主管以

32、上人员，对初试合格者，向总经理推荐。4. 对年终员工评估情况进行综合分析，并报告总经理。（相关表格DX/RSB/025；DX/RSB/035；DX/AFB/008）5. 编制年度员工工资、福利的预算。DX/RSB-04-01-016. 对每月员工考勤情况用工资、补贴的发放进行审核。(相关表格DX/RSB/005)7. 负责对物业管理公司所有员工岗位职责执行情况进行检查。8. 负责员工的晋级、调薪的考核与平衡。(相关表格DX/RSB/058; DX/RSB/069;DX/RSB /071)9. 负责各部门人员的年终考查。DX/RSB-04-01-02；DX/RSB-04-01-03 (相关表格D

33、X/RSB/074)10. 建立人事资料档案制度，负责安排物业管理公司各类对内文件的收发、起草、印发、存档等工作。(相关表格DX/RSB/054) (三)培训工作：1. 对入职员工进行初步培训，并根据培训考核结果建议部门录用。(相关表格DX/RSB/053;DX/RSB067)2. 对员工的培训大纲进行编写审核。3. 对各部门的员工的专业培训进行配合。4. 对部门经理级以上管理者，组织培训学习、参观考察等。(每月一次) (四)行政工作：1. 组织或主持行政办公室会议，组织每星期一次周例会，整理会议纪要。(每周一次)2. 负责物业管理公司及本部门工作的计划安排及检查总结。(每月一次)3. 协助总

34、经理加强物业管理公司内部人员管理、负责各部门员工考勤审核工作。协助各部门经理做好各项行政及人事工作。(相关表格DX/RSB/005)4. 负责有关指示、规定的督办、查办及落实工作。5. 协助总经理做好对外联络工作。6. 负责物业管理公司物品设备采购审批工作。DX/RSB-04-01-03 (相关表格DX/RSB/009; DX/RSB047)7. 负责物业管理公司食堂管理工作及仓库管理工作，每月提交相关报表。DX/RSB-04-01-04 (相关表格DX/RSB/019;DX/RSB045)8. 负责物业管理公司其他有关的后勤工作。 二.行政工作职责DX/RSB-04-02(一)总则1. 编制

35、及按需要修订有关工作的规章制度，包括（但不限于）更衣柜管理、洗熨房管理、仓库管理、员工餐厅管理等。2. 按有关规定督促落实各岗位工作。3. 联同财务部审核每月采购计划，报总经理批准。(相关表格DX/RSB/009)4. 监督每月公司仓库的盘点工作，发现问题及时与各部门协讨后，报总经理处理。(相关表格DX/RSB/019;DX/RSB045;DX/RSB060)5. 对部门各岗位的清洁卫生进行定期及不定期检查。相关表格DX/KHB/001)6. 控制各岗位的设备保养及更新。7. 加强部门之间的协调，为促进相互的团结做好工作。8. 保管好各部门的备存钥匙，并做好记录。(相关表格DX/RSB/002

36、)9. 负责公司物资的领用及保管工作。(相关表格DX/RSB/011;DX/RSB/056)(二)日常工作：1. 按公司有关规定，定期及不定期检查、跟进各岗位工作，包括更衣柜、洗熨房、物资仓库、员工餐厅等。2. 监督、检查各岗位的人员调配及统筹各项必须用品。3. 安排员工制服、劳保用品的发放及回收。DX/RSB-04-02-01 (相关表格DX/RSB/059;DX/RSB/061;DX/RSB062;DX/RSB/063)4. 每月做好采购计划库存报告，及时送交部门主管和财务。(相关表格DX/RSB/009;DX/RSB/019;DX/RSB045;DX/RSB/060)5. 每月做好仓库盘

37、查工作，做到帐物相符。(相关表格DX/RSB/019;DX/RSB045;DX/RSB060)6. 做好部门主管指派的其它工作。三.人事培训职责DX/RSB-04-03(一) 员工招聘工作：1.员工招聘程序：面 试呈 递 个 人 资 料填 表审 定 笔 试审 定办 理 入 职 手 续2. 根据公司经营的需要，不断补充和吸收各类有用人才。3. 面试全体应考人员，听取用人部门意见，与人事行政部主管商议后提出最终人选意见，报物业总经理审批。4. 组织初入职者体检，并负责政审及办理有关接收手续。5. 为员工转正、人员安排等做好准备。6. 建立人才资源库和备用人档案。7. 与各有关业务单位及劳动人事部门

38、建立良好的工作关系，争取更多的工作方便与支持。(二) 工资管理1. 对全地区范围内同行业工资水平进行摸底测算，得出平均数据。(每年一次)2. 根据本公司的情况，就公司员工工资结构组成和工资标准提出意见。(每年一次)3. 对本公司的工资实现计算管理，并使之不断完善，更加合理，更加科学。4. 负责本公司优秀员工及对本公司有特殊贡献的员工的奖金方案的制定。5. 负责处理本公司员工的医疗及工伤保险。(相关表格DX/RSB/018)6. 监督、统计及汇总本部门考勤；负责考勤卡的填写、核对及管理，做好全公司员工考勤的汇总工作。 (三)员工管理1. 员工在试用期间,首先办理入职资格审核、入职培训、考核、填写

39、试用合约、设立员工档案，每月进行一次考核、评估工作、转正审批。（相应表格DX/RSB/074;DX/RSB/HY/001;DX/RSB/035）2. 根据公司总体的人事管理政策规范人事管理。3. 不断补充和完善员工管理规定，并认真贯彻执行。4. 对员工纪律、礼貌、服务态度、衣着服饰等进行检查，做到奖惩分明。5. 负责新员工的制服发放、试用期考核、签定劳动合同。(相关表格DX/RSB/059;DX/RSB/061)6. 协助部门审批员工年假情况。7. 协助部门对员工阶段和年终工作情况的评估。 (相关表格DX/RSB/025) (每年一次)8. 制定优秀员工的奖励办法。(每年一次)9. 联系安排公

40、司员工年度体检，做好员工计划生育工作。(每年一次) (四)处理员工投诉及复议。1. 员工有权投诉、反映问题，公司设有“员工意见箱”，员工可直接把意见投递在“员工意见箱”或通过邮寄方式寄到行政人事部。2. 员工投诉必须遵循以下原则： 2.1署名投诉的原则；2.2逐级投诉的原则；2.3谁投诉,谁举报的原则。3. 投诉内容力求简明、扼要、事实“三证”清楚，公司不受理匿名投诉。4. 行政人事部要对投诉人及相关证人进行保护,严禁对投诉人及相关证人采取打击报复行为。将总经理审批结果，及时向投诉人和被投诉人通报并跟踪行政复议结果的落实工作。 四.行政助理/文员岗位职责DX/RSB-04-04(一)档案处理1

41、. 行政助理负责全公司员工档案记录、整理与保管。2. 建立公司人事档案，部分实行计算机管理。3. 建立部分员工劳动福利档案。4. 建立员工简明档案，提供给物业公司总经理。5. 建立员工晋级、处分、任免、辞退、档案移交等资料档案。(相关表格DX/RSB/027;DX/RSB/069;DX/RSB/040;DX/RSB/017)6. 收集有关商业管理、物业管理资料报纸和信息，并建立临时档案。 (二)员工培训1. 行政助理配合、负责日常培训的资料收集、备课、上课及记录考勤情况。2. 建立完善新员工上岗前培训制度。3. 撰写每期培训结束后的试卷格式和入职转正评估报告。4. 调查各部门培训情况及建议，不

42、断改进培训方法、内容。5. 解答员工关于培训情况、内容等方面的问题。6. 对外联系培训事宜。7. 配合各部门制定并实施临时性培训课程。8. 了解同行业培训情况并吸收经验。9. 不断激发和鼓励长期员工在工作中遵行公司的服务准则，使新员工了解并执行公司服务标准。 五.仓库管理员岗位职责DX/RSB-04-05(一)仓库管理员工作流程图示：DX/RSB-04-05-01审 核副、总经理审核首批部门主管填写请购单个 人发放领用办理入库验收核实手续办理登记手续部门主管仓管员采购(二)仓库工作要认真负责,坚持原则：“ 开源节流勤俭节支”为本，做好入库、出库各项手续。入账出账数目相对，不出差错。(三)帐目/

43、帐本清楚,准确无误,做好月盘点清,年盘点清。注重仓库安全，严禁闲杂人员入内。 (四)采购借款手续流程图示：DX/RSB-04-05-02行政人事经理填写用款申请及现金借支单并附已批的计划书仓管采购员财 务 经 理审 批董 事 长审 核副总、总经理审 核审 核出纳付款第五章 劳动条例DX/RSB-05文件名称：劳动条例页 码：文件编号：DX/RSB-05编 制 日 期：2002-4-10修改日期：年 月 日生效日期：年 月 日版号/更改号：一.员工招聘DX/RSB-05-01东莞虎门步行街物业管理公司（以下简称“公司”）的所有员工。除房产公司和怡高公司选派的人员外，其余员工均向社会公开招聘。求职

44、者必须通过严格考核审查后方能被录取，求职申请者需带备有关之文件，包括：(一) 履历书；(二) 学历证明文件；(三) 资质审核证明（专业）及上岗证等；(四) 身份证及户口簿复印件；(五) 近照三张；(六) 待业证/劳务证/未婚证；(七) 由本公司指定之医院体检合格证。 二.试用期DX/RSB-05-02(一) 新聘用的员工试用期一般为23个月，公司在此期间对员工是否胜任应聘职位作出评估。(相关表格DX/RSB/025)(二) 评估因素包括：工作表现、服务态度、工作能力及出勤率等。(三) 如果评估结果达不到公司的要求，公司有权辞退该员工或延长该员工的试用期。(四) 如果员工在试用期内，已被确认为不符合录用条件的，或犯严重过失的，公司有权辞退该员工而不需作任何补偿。(五) 新聘用员工任职后，必须经过必要的岗前培训，方可上岗。(六) 试用期薪金一般按试用职位标准工资的70%80%发放。(七) 试用期内，员工或公司单方需解除合同的，必须提前三天以书面形式通知对方。三.试用期满DX/RSB-05-03(二) 试用期合格的员工，公司将正式录用。(相关表格DX/RSB/035)(三) 试用合格的录用日期