员工、顾客意外伤害事故处理程序.doc

此文档收集于网络，如有侵权，请联系网站删除员工/顾客意外伤害事故处理程序Associates/Customers Accident Handling Procedure沃尔玛公司一直致力于为员工创造安全的工作环境,为顾客创造安全的购物环境，以减少意外伤害的发生，保证公司的正常商业运作不受影响。这也是我们提供顾客服务的最重要内容之一。Wal-Mart Stores is always working for providing a safe working and shopping surrounding for associates and customers by preventing accidental injuries from happening and ensuring company normal daily operation. This is one of our important mission of customers service.根据国家最新颁发的安全生产法和工伤保险条例等法律法规，为及时处理员工/顾客事故，并统计和分析事故信息，从即日起实行新的员工/顾客意外伤害事故处理程序。According to Safe Production Law and Regulation of Industrial Injury and Insurance newly issued by government, we update associates/customers accidents handling procedure to standardize how to report associates and customers accidents instantly and correctly for statistics and analysis use.何时需要填写When need to fill in the form 为方便统计，将事故分为A，B，C三类，此三类事故均需填写事故报告。We divided accidents into three types, all the accidents belong to these three need to fill the form and report.A类事故：顾客意外事故Type A: Customers Accident因为沃尔玛的原因（原因包括员工，场地，商品，设备等）而产生的就医或发生费用的事故才需要填写报告.Accidents which caused hospitalization and loss days for reason of our associates, facility, merchandises and equipment, etc should be reported.以下事故属于A类事故：Type A includes:1. 顾客在商场内受伤；Customers are injured inside our stores;2. 顾客在属于沃尔玛管理的停车场或广场受伤； Customers are injured in parking lot or square under Wal-Marts management.3. 顾客在免费巴士上受伤等。Customers are injured in free shuttle bus, etc.B类事故：员工工伤事故Type B: Associates Industrial Injury当地社会保险局认可的员工工伤事故或造成工作时间损失的员工事故，需填写事故报告。Accidents which has been identified as Industrial Injury by Social Insurance Bureau or concerned loss days should be reported.以下事故属于B类事故：Type B includes:1. 员工在工作时间和工作场所因工作原因受到的伤害（包括暴力伤害）；Associates are injured in working area in working time by job factors (violent injury inclusive);2. 上下班途中受到机动车伤害（以当地社会保险部门的最终认定是否为工伤为准）；Motor vehicles injury on route (follow-up the regulation of your local Social Insurance Bureau if belonging to industrial injury);3. 因工外出，由于工作原因而受到的伤害或下落不明。Associates are injured or missing on business trip.4. 在公司用餐时发生的食物中毒，或参加公司/部门组织的活动受伤。Food poisoned while having meal in company or injured in company or dept. activities.5. 工伤保险条例规定应当认定的工伤。What accidents have been identified as Industrial injury in Regulation of Industrial Injury and Insurance.C类事故：意外事故Type C: Accident不属于以上A，B类事故，但造成就医或造成工作时间损失时才需填写报告。此类事故不计入本商场的事故总数，仅归风险控制组统计和分析使用。This type of accidents includes the accidents which caused hospitalization and loss days but not belongs to type A or B. We would not reckon it into our monthly accident summary, but for the use of statistics and analysis.以下事故属于C类事故。Type C includes:1. 社会工伤保险部门未认可的员工事故。Associates accidents which have not been identified as industrial injury by Social Industrial Injury Insurance Bureau.2. 员工在非工作时间，非工作地点或从事与工作无关的事情时受到的伤害，如在家中受伤，私人旅游时的意外，交通意外，与工作无关的暴力行为，食物中毒，死亡等。Associates are injured while doing their own things in non-working time in non-working area, eg. injured at home, during personal trip, traffic accident, violent injury unrelated to job, food poison and death, etc.3. 促销员，清洁工，供应商在商场的受伤。Promoters, cleaners and vendors are injured in stores.4. 因第三方的责任引起的顾客受伤，如供应商展示时造成的顾客受伤，促销员伤害到顾客，清洁工伤害到顾客，顾客相互斗殴等不由沃尔玛公司承担费用的事故。The accidents caused by the third party, eg. customers are hurt by vendor showcase, promoters, cleaners or by another customer which Wal-Mart should not charge of the expanses.5. 供应商或其他合作伙伴发生的与沃尔玛业务有关的严重伤害，如：承担DC运输的货运公司在送货途中的伤害，商场免费巴士或送货车司机在工作中受的伤害或对他人的伤害。The severe accidents happened to Vendors or other partners which are related to Wal-Mart business, eg. Accidents happened while freight company for DC carrying are delivering goods, accidents happened to shuttle bus drivers or truck drivers during working period, or shuttle bus drivers or truck drivers cause injury to others for job factors.意外事故的处理指引Guide for Accident Handlingl A类事故：l Type A:1. 管理人员接到报告后第一时间赶到现场，安慰顾客表示关注。Management should be notified to the scene at first time and comfort customers.2. 使用紧急药箱中的救护用品进行救护，如有必要，通知顾客家属。Implement first aid and notified customers family members if necessary.3. 对事故现场进行拍照并保留证据。Take photos of the accident scene as an evidence.4. 如伤势严重或应顾客要求，则立即叫救护车或送医院治疗，至少安排两名员工陪同前往，其中一名必须为前台管理人员。Arrange at least two associates, one of them must be FE associate, take the injured customer to the hospital or call ambulance if customer inquire to do that or being heavily hurt.5. 如果顾客索要医疗费或其他费用，则告诉顾客我们会尽快与他/她联系。在未查明事故原因之前不要承诺给顾客医疗费或其它费用。If customers ask for medical expense or indemnity, please do not promise anything before finding out the accident reason, but tell them you would contact him/her as soon as possible.6. 总经理视具体情况可以决定为顾客垫付适当的医疗费，必要时向法律部或上一级管理人员咨询。GM can judge if we could pre-pay the expense for customers based on real condition, and consult with Legal dept. or higher management if necessary. 7. 24小时内再与顾客联系查询病情，表示我们关心顾客，并保持电话记录。Inquire and care about the state of customers illness within 24 hours and keep the call conversation record.l B类事故：l Type B:1. 管理人员接到报告后第一时间赶到现场，安慰员工表示关注。Management should be notified to the scene at first time and comfort associates.2. 使用紧急药箱中的救护用品进行必要的救护。如有必要或应员工要求，应通知员工家属。Implement first aid and notified associates family members if necessary.3. 对事故现场拍照并保留证据。Take photos of the accident scene as an evidence.4. 如伤势严重或应员工要求，则立即叫救护车或送医院治疗，安排至少一名管理层陪同前往。Arrange at least one management to take the injured associates to the hospital or call ambulance if associates inquire to do that or being heavily hurt.5. 总经理视具体情况可以安排从现金办预借适当医疗费。GM can judge if we could pre-pay the expense from cash office for associates based on real condition6. 如员工住院或在家休养，管理层应至少每48小时致电问候一次。Management needs to call for greeting at least once per 48 hours if associates has hospitalized or recuperating at home.l C类事故:l Type C:1. 管理人员接到报告后报告总经理，由总经理决定是否前往事故现场或员工家中/医院。Management should report to GM after accident happens, then GM decides if going to the scene or associates home/hospital.2. 管理人员代表公司对员工/家属表示对事件的关注，并至少每48小时致电问候一次。Management should show our attention and care about the matter by calling associates family members at least once per 48 hours on behalf of company.3. 如员工或顾客需要其它帮助，由总经理决定或批准。It is GMs responsibility to decide if approve to provide extra help which associates or customers need.4. 如不属于沃尔玛的原因造成的顾客伤害，总经理视具体情况负责协调事情的处理。GM can deal with the accident based on real condition if it is not caused by Wal-Mart.的填写和分发How to fill and distributel 对于商场事故l Accidents happen in stores部门经理24小时内填写员工/顾客意外伤害事故第一时间报告。DM fills in associates/customers accident report within 24 hours.总经办对所有A，B，C类事故按顺序进行编号，并在48小时内将事故报告用电子邮件发至总部风险控制组,商场保险协调员，人力资源部经理,防损部经理，同时抄送区域营运部,防损部,人力资源部。原件需有事故部门经理，防损部经理，总经理签字，交人力资源部存档。GMO numbers all the accidents as Type A, B, C and sends the report to OH RM team, Store Insurance Coordinator, HR manager, LPM and Copy to Operation dept. LP dept. and HR dept. at district level by email within 48 hours. The report should be kept by HR dept. with the signature of DM, LPM and GM.l 对于JV,DC,分部和深圳总部事故l Accidents happen in JV office, DC, Hub and Shenzhen OH事故部门的负责人填写,用电子邮件发至总部风险控制组和相应区域的营运部,防损部,人力资源部。原件需由事故部门经理/总经理，防损经理签字，交当地人力资源部存档。Management of dept. concerned accidents should fill in Associates/Customers Accidents Report and send email to OH RM team, Operation dept. LP dept. and HR dept. at district level. The report should be kept by HR dept. with the signature of DM/ GM and LPM.谁负责跟进Who will follow up1. 对所有区域,如属于严重伤害事故,商场/部门负责人应第一时间通知该区域的最高级别负责人和防损经理,防损部经理立即向总部风险控制组和防损总监报告,确保以最短时间通知到公司高层或国际部.If heavy accident happened, All the units should immediately notify highest level manager of district and LPM, LPM reports to OH LP RM team and LP director to ensure WM China top management or international are communicated at first time.2. 对于顾客事故（A类事故），由商场/公司保险协调员根据员工/顾客意外伤害事故第一时间报告向保险公司报案，并将索赔情况和索赔金额通知总经办，总经办更新报告后发出。Insurance Coordinators are responsible for notifying to Social Insurance Bureau for claim if concerned customers accident (Type A), and let GMO know the claim result and sum, so GMO delivers the updated report timely.3. 若属于员工事故（B类事故），人力资源部根据员工/顾客意外伤害事故第一时间报告，按当地有关规定向社会保险部门申请工伤赔偿，并将索赔情况和索赔金额通知总经办，总经办更新报告后发出。HR is responsible for applying for industrial injury compensation from Social Insurance Bureau if concerned associates industrial injury (Type B), and let GMO know the result and compensation sum, so GMO delivers the updated report timely.4. 如果涉及到财产损失，同时遵守财产损失事故处理程序。Please also follow up Property Incident Handling Procedure if any property loss is concerned.5. 对于严重的员工/顾客事故，如重伤/死亡或伤残鉴定达到伤残级别的，由人力资源部报告当地安全生产监督管理部门。（由于各地政府对需要报告的事故有不同要求，具体哪些事故需要报告请咨询到当地的安全生产监督管理部门）HR should report heavy accidents, eg, GBH/death/disability to local Safety Production Supervise Bureau. (Please consult with local Safety Production Supervise Bureau of what kind of accidents should be reported.)6. 对所有A，B，C类事故，由安全小组组长和防损主管或以上级别人员在事故发生后一周内（特殊情况除外）调查事故原因（非商场区域内的事故不需调查），并填写，并在事故发生日的第30至40天内跟进整改方案的落实情况。调查报告原件交人力资源部保存，防损部保存复印件。Safety Team Leader and LPS or higher level are responsible for investigate Type A, B, C accidents within one week happened in store area, and fill in Associates/Customers Accident Investigation Report, and follow up the carrying out condition of action plan 30 to 40 days after accident happens. Report is kept by HR dept. and LP dept. keep the copy one.7. 每周的安全小组会议上由组长/扶持人对事故进行分析，每月由安全小组组长/扶持人在员工大会上分享本月所有员工/顾客事故。Safety Team Leader/Sponsor would analyze the accident with safety team at safety meeting, They shares all the associates/customers accident monthly at associates meeting. 8. 防损部经理在管理层会议上宣布事故调查情况，并跟进事故预防措施的落实。LPM shares accident investigation progress at management meeting and is responsible for prevention measure follow-up.9. 总部风险控制组每月统计全国的事故情况,分析事故原因，制定预防措施，并每月将事故情况报告国际部和公司高层。OH RM team will summarize and analyze the accidents monthly and work out prevention measure, then report the accident trend to management at high level and International.填写注意事项Notes for filling1. 事故编号格式:年份-商场类型/JV/OH/DC-商场/单位编号-事故编号（含类型），所有事故按连续的顺序号排列。Accident number format: Year-JV/OH/DC/SC/SAM-Store/Unit-Serial Number + Accident Type.如2701超市2004年第一起顾客事故顾客编号: 2004-SC-2701-001AEg: The 1st customer accident of SC#2701 in 2004: 2004-SC-2701-