生鲜部突发事件处理方案

1、广东品珍电子商务有限公司主讲：kuanghaifeng 广东品珍电子商务有限公司广东品珍电子商务有限公司 前言Profile在超市正常营运中，会遇上一些特殊情况，较常见的如断电、火灾、在超市正常营运中，会遇上一些特殊情况，较常见的如断电、火灾、煤气泄露、员工意外伤害及突发情形煤气泄露、员工意外伤害及突发情形Some special case happen in supermarket during business time. I.e: Power failure, fire case, gas leaking, staff injury.在遇上特殊情况时，重要的是保证顾客的安全，减少损失，及

2、时解在遇上特殊情况时，重要的是保证顾客的安全，减少损失，及时解决突发事件，恢复正常运营，树立公司良好形象决突发事件，恢复正常运营，树立公司良好形象If these special case happen, the most important is: Customer safety, reduce the lose and solve the problem ASAP.若遇到无法解决或需上级主管核决的事件，应逐级上报，以求最佳若遇到无法解决或需上级主管核决的事件，应逐级上报，以求最佳处理方式处理方式Any case which can not solve on-spot should be r

3、eported to hierarchy to find best solution.重大事件应呈报副总经理，总经理重大事件应呈报副总经理，总经理Any important case must be reported to store manager.广东品珍电子商务有限公司广东品珍电子商务有限公司断电Power Failure 1. 1. 在超市正常营运时发生断电情况，超市的应急灯会自动在超市正常营运时发生断电情况，超市的应急灯会自动 打开，部门负责人要携带照打开，部门负责人要携带照 明设备及时到卖场所属部门，安排员工在紧急情况下的工作明设备及时到卖场所属部门，安排员工在紧急情况下的工作 T

4、he backup power will work automatically if the power failure happen The backup power will work automatically if the power failure happen during business time. All managers must go to sales area with light in during business time. All managers must go to sales area with light in time to arrange the w

5、ork of staff.time to arrange the work of staff.2. 2. 关闭所有用电设备，避免发生意外情关闭所有用电设备，避免发生意外情 Switch off all electric equipment to avoid accident case.Switch off all electric equipment to avoid accident case.3. 3. 在统一指挥下，安抚顾客的情绪，疏导客人从安全通道离开在统一指挥下，安抚顾客的情绪，疏导客人从安全通道离开 Appease the customer, leading the custome

6、r leaving from the safe passageAppease the customer, leading the customer leaving from the safe passage4. 4. 在断电时，应注意商品是否有遗失现象在断电时，应注意商品是否有遗失现象 Prevent Merchandise lose during power failurePrevent Merchandise lose during power failure5. 5. 在恢复正常供电时，要检查用电设备的使用状况在恢复正常供电时，要检查用电设备的使用状况 Check Electric Eq

7、uipment working condition after power come backCheck Electric Equipment working condition after power come back6. 6. 及时整理展柜商品，恢复正常营运及时整理展柜商品，恢复正常营运 Arrange display and merchandise in time for normal businessArrange display and merchandise in time for normal business 广东品珍电子商务有限公司广东品珍电子商务有限公司顾客发生意外时Cu

8、stomer AccidentN 在超市的正常营运时，顾客发生意外情况，如摔伤、昏倒等情况，应及时通知店值班在超市的正常营运时，顾客发生意外情况，如摔伤、昏倒等情况，应及时通知店值班 Inform store duty for any customer accident during business timeN保证卖场正常秩序，避免混乱保证卖场正常秩序，避免混乱 Keep sales area order avoid any disorderN将顾客尽快扶至安全地带将顾客尽快扶至安全地带 Support the customer with hand to safety placeN根据顾客情

9、况由客服部安排送至医院或本身住所，同时管理好顾客的物品根据顾客情况由客服部安排送至医院或本身住所，同时管理好顾客的物品 Take good care of customer belongings and send the customer to hospital or home according to the situation.N责任归属厂商驻场者，则由厂商出面解决，并承担一切责任，同时客服部会同厂商派责任归属厂商驻场者，则由厂商出面解决，并承担一切责任，同时客服部会同厂商派专员前往慰问专员前往慰问 Problem of supplier promoter, supplier should

10、 take responsibility and solve the problemN责任归属本公司，客服部派专员前往慰问及处理，若有异议，则由本公司高层主管进责任归属本公司，客服部派专员前往慰问及处理，若有异议，则由本公司高层主管进一步协商解决一步协商解决 Problem of store, Customer service Dept should send staff to deal with it. Hierarchy manager should go to solve the problem if any demurral. 广东品珍电子商务有限公司广东品珍电子商务有限公司火灾Fir

11、e Case 在正常营运时，发现超市的某一个地方有火情发生，首先要通知保卫部及店在正常营运时，发现超市的某一个地方有火情发生，首先要通知保卫部及店值班值班 Any fire case in anywhere during business time, inform security dept and Store Duty first 用最近的消防工具进行灭火，直到不再有火险用最近的消防工具进行灭火，直到不再有火险 Use the closest fire fight tools until no fire any more 当火情较严重时，防火门会自动落下当火情较严重时，防火门会自动落下 Fi

12、reproofing shut roller will close automatically when heavy fire case 要及时关闭用电、用气设备，避免发生危险要及时关闭用电、用气设备，避免发生危险 Switch off all electric and gas equipment in time 安抚顾客情绪，疏导客人从安全通道离开安抚顾客情绪，疏导客人从安全通道离开 Appease the customer, leading the customer leaving from the safe passage听从公司的统一指挥将火情消除听从公司的统一指挥将火情消除 Put

13、off the fire according to the company level order 当火情消除时，及时清理现场，恢复正常营运当火情消除时，及时清理现场，恢复正常营运 After put off the fire, arrange well the fire location to go back to normal business status广东品珍电子商务有限公司广东品珍电子商务有限公司煤气泄露Gas Leak 用气设备漏气现象发生在加工间，加工间内报警器会自动报警，并自动用气设备漏气现象发生在加工间，加工间内报警器会自动报警，并自动关闭煤气主通道关闭煤气主通道 Gas

14、leaking case normally happen in the Gas leaking case normally happen in the operation room, the alarm will work automatically and close the operation room, the alarm will work automatically and close the main gas pipe.main gas pipe.检查开关是否正常检查开关是否正常 Check the switch works or not.Check the switch work

15、s or not.通知养护科设备的漏气现象，紧急维修通知养护科设备的漏气现象，紧急维修 Inform maintenance Dept for emergency repair.Inform maintenance Dept for emergency repair.通知安全科发生的情况，安全科会及时赶到现场了解情况通知安全科发生的情况，安全科会及时赶到现场了解情况 Inform security Dept come to spot for checkingInform security Dept come to spot for checking查出泄露原因，及时处理，待处理完毕后，人工启动

16、主通道煤气开关，查出泄露原因，及时处理，待处理完毕后，人工启动主通道煤气开关，检查报警器恢复正常时，方可使用检查报警器恢复正常时，方可使用 Find out the leak reason, solve it, switch on the main gas pipe Find out the leak reason, solve it, switch on the main gas pipe manually. Use it only after confirm the alarm is working.manually. Use it only after confirm the alarm

17、 is working.广东品珍电子商务有限公司广东品珍电子商务有限公司员工发生意外Staff Injure一一. .烫伤烫伤 ScaldScald在超市正常营运时，员工在加工间操作时被开水或热油烫伤，发生意外，在超市正常营运时，员工在加工间操作时被开水或热油烫伤，发生意外，首先将烫伤部分用大量凉水冲洗降温首先将烫伤部分用大量凉水冲洗降温 During business time, if staff scald by hot water or oil in the During business time, if staff scald by hot water or oil in the o

18、peration room, flush with great deal of water to low down the operation room, flush with great deal of water to low down the temperature. temperature. 及时将受伤员工送至医务室或医院进行进一步医治及时将受伤员工送至医务室或医院进行进一步医治 Send the staff to infirmary or hospital for further cure.Send the staff to infirmary or hospital for fur

19、ther cure.及时通知部分主管及时通知部分主管 Inform Dept Manager in time.Inform Dept Manager in time.安排其余员工分担其工作，保证正常的营业安排其余员工分担其工作，保证正常的营业 Arrange other staff for substitution to ensure normal businessArrange other staff for substitution to ensure normal business填具出险单，通知保险公司填具出险单，通知保险公司 Fill the insurance form, and

20、inform the insurance company.Fill the insurance form, and inform the insurance company.广东品珍电子商务有限公司广东品珍电子商务有限公司员工发生意外Staff Injure二二. .刀伤刀伤 Sword InjureSword Injure在正常营运时，员工在加工间操作时被刀具割伤，造成流血，首先将割伤在正常营运时，员工在加工间操作时被刀具割伤，造成流血，首先将割伤部分用干净纸巾或棉布进行包扎，避免流血过多部分用干净纸巾或棉布进行包扎，避免流血过多 During business time, if staff

21、 bleed which is caused by sword During business time, if staff bleed which is caused by sword in the operation room, bind up the wound with clean paper or in the operation room, bind up the wound with clean paper or cotton cloth to avoid bleed too much. cotton cloth to avoid bleed too much. 及时将受伤员工送

22、至医务室或医院进行进一步医治及时将受伤员工送至医务室或医院进行进一步医治 Send the staff to infirmary or hospital for further cure.Send the staff to infirmary or hospital for further cure.及时通知部分主管及时通知部分主管 Inform Dept Manager in time.Inform Dept Manager in time.安排其余员工分担其工作，保证正常的营业安排其余员工分担其工作，保证正常的营业 Arrange other staff for substitution

23、to ensure normal businessArrange other staff for substitution to ensure normal business填具出险单，通知保险公司填具出险单，通知保险公司 Fill the insurance form, and inform the insurance company.Fill the insurance form, and inform the insurance company.广东品珍电子商务有限公司广东品珍电子商务有限公司员工发生意外Staff Injure三三.机器致伤机器致伤 Hurt by Machine在超市

24、正常营运时，员工在加工间操作机器时被致伤，首先将机器电源关闭，将受伤部分用干净纸巾或棉布进行包扎，避免流血过多 During business time, if staff hurt by machine, switch off the power first, bind up the wound with clean paper or cotton cloth to avoid bleed too much. 及时将受伤员工送至医务室或医院进行进一步医治 Send the staff to infirmary or hospital for further cure.及时通知部分主管 Inf

25、orm Dept Manager in time.安排其余员工分担其工作，保证正常的营业 Arrange other staff for substitution to ensure normal business填具出险单，通知保险公司 Fill the insurance form, and inform the insurance company.广东品珍电子商务有限公司广东品珍电子商务有限公司员工发生意外Staff Injure四四. .摔伤摔伤 Hurt cause fall downHurt cause fall down在正常营运时，员工在加工间或卖场摔伤，首先检查受伤部位是否有

26、骨在正常营运时，员工在加工间或卖场摔伤，首先检查受伤部位是否有骨折迹象，如果是一般性摔伤可以将其慢慢扶起折迹象，如果是一般性摔伤可以将其慢慢扶起 During business time, if staff fall down in operation room or During business time, if staff fall down in operation room or sales area, first check itsales area, first check its fracture or not. If its fracture or not. If its only s only normal fall down, up r