General: In order to standardize the management of the Internet cafe, improve the efficiency of the operation, clarify the scope of work of the staff, and strengthen the quality of staff training, in order to our work for the netizens to provide the best, all-round, the most convenient service. Our Code of Conduct: Sincerity, Netizens First
I. Management System of Internet Cafes:
Store Management System
Health Management System
Training Management System
Salary Management System
Workflow Management System
Access to Items Management System
Expense Application Management System
Overtime Management System
Crisis Management System
Employee Reward and Punishment Management System
Two, the system content
1, Store Management System
This system is a system for the different positions, the different employees in the day-to-day work of their respective responsibilities and what should be achieved. What kind of specific responsibilities, what kind of work tasks should be achieved work standards and other regulations. The following is the specific content:
(1), the company's staff published map
Site manager → technician → cashier → waiter → cleaner → security
(2), job responsibilities
Site manager: responsible for the management of the store
Technician: responsible for the normal operation of all equipment in the Internet café, according to the requirements of the installation, debugging related software, assisting the network administrator to assist in the work of the network management, the normal operation of all equipment in the Internet café. software, to assist the network administrator, to provide technical support for a variety of activities and training. Guiding and assisting netizens to access the Internet, solving problems encountered by netizens, recording, and discovering equipment problems.
Cashier: cashier, receive netizens, publicize the activities of the Internet cafe.
Service staff: keep the Internet café clean, neat and orderly, and provide users with timely, convenient and considerate services.
Cleaner: Keep the floor and desktop of the cafe clean, tables and chairs tidy, and computers, mice and keyboards in order.
Security: responsible for the handling of sudden events, such as fights, raging alcohol, trouble, theft, etc.
In addition to their normal scope of work, the manager of each of the above positions should be responsible for the management of subordinates and subordinates of the work of the guidance, listen to the views of subordinates and convey.
Three, "health management system"
1, the bar health standards:
Bar is not allowed to pile up items unrelated to the operation of the Internet café, desktop, drawers, miscellaneous cabinets should be kept clean. Computers and printers should not have obvious dust, and freezers should be cleaned regularly.
2, doors, windows, stairs, aisles and other health standards:
The floor, corners, door frames, glass windows, computer desktop should not have obvious dust, stains, debris. If there is any debris on the floor, it should be cleaned within 5 minutes, and cigarette butts and ashes should be cleaned within 1 minute. The computer desktop should be cleaned after the guests get off the machine, and should not be operated when the guests get on the machine or when the next guests get on the machine and still not cleaned up. The stairs should be cleaned daily, and monitors, keyboards, and mice should not be left with obvious stains.
3, toilet hygiene standards:
Toilets should be kept free of obvious odors, such as the occurrence of blockage time shall not exceed 5 minutes, the toilet door, such as footprints, water stains shall not be more than 1 minute.
4, curtains, ceiling, fan hygiene standards
Curtains, ceilings, fans cleaned once a quarter, the fan should be collected in winter.
5, garbage cans, ashtrays, hygiene standards
The garbage cans should not be higher than the edge of the canisters, such as garbage cans are full, should be cleaned up within 5 minutes. The ashtray should have 1/5 of water, and there should be no more than 10 cigarette butts.
Four, "workflow management system"
The process operation of the daily work of the employees in each position, please strictly abide by. If there are special circumstances should ask the manager for approval.
1, site manager
go to work - check the previous day's business situation - dealing with the remaining things - listen to the staff day work summary - convey the day's work tasks = check the health situation - complaint handling -Supervise staff work -Daily affairs (purchasing items)
2. Technician
On duty -Check the handover report -Deal with leftover issues from the previous shift -Update games -Dealing with the daily affairs of the Internet café -Overhauling computer malfunctions -System maintenance -System updates -Maintaining computer parts -Delivering and repairing computer parts, etc.
3, cashier
Coming to work, handing over shifts, dealing with problems left over from the previous shift, checking regular cards, checking cigarette and beverage stocks, checking inventory, and registering Internet cafes every half hour4. >4, the waiter
Working clock - shift - check the health situation - neat computer tables and chairs - organize the keyboard, the mouse - the size of the things that happen in the work time registered in the handover book, the content should be concise and clear
5, cleaning staff
Working time to brush the card, clean the ground, desktop health, clean up the computer screen and window glass on the dust, including chairs. After cleaning the health to computer monitors, keyboards, mice, headsets and video emissions neatly
6, security
To deal with large and small things occurring within the Internet cafe (theft, fights, raging alcohol, robbery)
Fifth, the "items to take out of the management system"
The items in the Internet cafe in principle shall not be taken out of the Internet cafe, such as for special reasons should be asked to the site manager for approval. If there are special reasons, you should ask the site manager for approval.
1, Internet cafe consumables access standards
Internet cafe consumables access personnel: technicians, network administrators, other staff shall not be arbitrarily access. Fill in the accessories profit and loss table, indicating the cause of damage, the reason for taking, the date of taking and signed by the user and the manager. Accessories need to be replaced due to damage should be replaced with new accessories one-to-one.
2, the standard of supplies
Daily supplies should be taken and purchased by the user to fill in the reason for taking, date and signature.
6, "Training Management System"
1, the purpose of training:
In order to allow employees to form a unified service style, professional knowledge and skills, such as awareness.
2, training time:
New employees reported to the site manager for five days of business training and assessment and pass, by the manager of the Internet cafe system, service assessment, the sixth day to the probationary staff.
3, training arrangement plan:
The first day: learning Internet cafe management system, service, etiquette. Familiarize yourself with the Internet cafe environment and get to know your colleagues.
The second day: learning professional knowledge and job skills.
The third day: deepen and strengthen the post skills training, internship solo class operation. Foreman assessment and fill in the training results, new employees fill in the training summary submitted to the manager.
Fourth and fifth days: solo class operation, staff assessment, all employees vote.
Sixth day: the assessment is completed, the qualified sixth working day to start formal duty
Seven, "work and rest overtime management system"
1, Internet cafes using the card to work system, may not be punched on behalf of the card or not according to the time to punch the card.
2. No late arrival or early departure
3. If you have something to do or are on sick leave, you should ask the manager for approval in advance, and the day's wages will be deducted for the day's leave, and the day's wages will be deducted for the day's sick leave (1/5 of the wages). Anyone who takes a leave of absence without full attendance award for the month.
4, out of necessity, cybercafé employees need to work overtime, the cybercafé to provide labor compensation, labor compensation issued on a case-by-case basis, overtime is a voluntary act, except as otherwise provided in the labor contract.
VIII. Salary Management System
1. Salary in Internet cafes is based on the basic salary + bonus + full attendance - fine = total salary.
2. The basic salary of each person who has completed one year or has outstanding work is increased by 5 points.
3. The basic salary of the foreman is 5 points higher than that of an ordinary employee.
4. Employees who are fined more than $100 per month will have their basic salary reduced in the following month.
9, "crisis management system"
1, such as fights, brawls, robberies, theft and other situations should be the first time to notify the public security department. Employees should ensure their own safety before going to deal with the incident.
2, such as power outages or disconnections, Internet café employees should first appease the Internet guests, try to control the scene, to prevent theft, do not appear to be chaotic, and then go to deal with the problem.
3. Familiarize yourself with the use of fire-fighting equipment, and learn the knowledge of fire escape.
4. Strictly prohibit drunken people, drug addicts, and people with infectious diseases to come to the Internet café.
5. If there is an inspection by a higher authority, it should be handled in the usual way, and should not contradict the inspectors, and should answer the questions raised by the inspectors truthfully and explain them. And notify the person in charge as soon as possible.
Ten, "staff rewards and penalties system"
In order to improve the rationality of the Internet cafe staff assessment, fairness, increase transparency, elected quantitative assessment, in order to strengthen the self-restraint, all employees must consciously abide by the system, have the obligation and the right to supervise each other, and really do the implementation of the work to do a better job.
All employees
1), did not use polite language. (1 point)
5), poor service attitude. (1 point)
5), Argument with netizens. (2 points)
4), late for work, meetings or leave early ($1)
5), failure to clock in, messing around with the clock (1 point) substitute (including the person on duty) (5 points)
6), chatting at work, playing games on the Internet, or doing things that have nothing to do with work. (1 point)
7), employee membership card transfer others to use. (5 points)
8), only 5 empty machine (video only 5 when) still use the employee membership card to access the Internet (including the duty person 1 point)
9), work time without a work permit on duty. (1 point)
10), wear slippers at work, poorly dressed. (1 point)
11), before the 5th did not do the work summary and pass to the manager. (1 point)
15), work to receive personal phone more than 3 yuan clock (1 point)
15), improper operation, or work errors lead to equipment damage. (1 point)
14), if there is a loss of Internet café hardware, according to the discounted price. Manager deducted 30%, on-duty webmaster deducted 20%, cashier clerk deducted 20%, waiter deducted 30%
15), put forward rationalization proposals and implementation (awards ranging from 50-100 yuan)
Operation Manager
1), turnover did not meet the target. (100 yuan)
5), did not preside over the meeting on time, listen to staff (5 points)
5), under the staff of a major error. (5 points)
4), failed to timely identify and deal with the problem, causing losses in the Internet café . (5 points)
5), failed to deal with the staff's work or life problems (1 point)
6), overfulfillment of business targets (awards ranging from 50-100 yuan)
Technician
1), the monthly 1-5 before the failure to formulate a good monthly work plan or did not complete the summary of the work (1 point each)
2), the monthly failure rate increases. (5 points)
3), technical difficulties can not find the cause and did not report to the manager (5 points)
4), there is no record of troubleshooting. (1 point)
5), work without reading the record (1 point) failed to deal with faults once (1 point).
6), hardware failure on duty did not replace the substitute parts once (1 point)
7), can not provide timely technical support and training. (1 point)
8), the use of new technologies to make the performance of Internet cafes to improve. (Reward ranging from 50-100 yuan)
9), did not make the rounds on time, timely detection, answer, guide the problems encountered by the Internet users or record the problems that can not be solved. (1 point)
10), failed to discover, judge, and record the operation of equipment and programs in time (1 point)
11), failed to guide new account holders on how to use it (1 point)
15), had complaints from netizens during the shift (5 points)
15), failed to inform the technician about the situation of the equipment every day (1 point)
14), encountered problems that can not be solved did not report to the manager in a timely manner. (1 point)
15), did not make the required shift handover records (1 point)
16), failed to notify the technician in a timely manner when the Internet could not be accessed (1 point)
17), did not truthfully record the equipment malfunctions (including crashes, program errors, slowdowns, anomalies, viruses). (1 point)
18), inspection records once every half hour, not recorded (1 point) mess record (1 point)
Cashier
1), the netizen into the door, leaving without standing up and greeted the netizen with a smile (polite language such as entering the door, said: "Hello, Internet?"), leaving the door, said "slow down." (polite words such as "Hello, are you surfing the Internet?" when you enter, "Take care" when you leave). (1 point)
2), the card to be issued to the first registration, on the machine to register ID card, did not do as required. (1 point)
3), the cashier to say to the netizen how much money to charge, how much money to find, and ask the members in detail the amount of the fee increase, not prompted (1 point)
4), not operating the computer should be stood on the service desk, to the netizen to try to stand and say, not as required to do. (1 point)
5), having the machine unlocked without the person on duty being aware of it (within 50 minutes) (5 points)
6), failing to explain the billing method when the netizen asks about the cost of Internet access. (5 points)
7), the handover of the daily report is wrong (1 point),
8), the database is not backed up (1 point)
9), the member's account opening information is not checked clearly or entered incorrectly (1 point)
10), did not remind the new account opening member of the precautions (1 point)
11), privately let non-staff members enter the bar (5 points) )
12), let unrelated personnel to operate the server (1 point)
13), merchandise or point card inventory is close to zero, did not promptly reflect to the procurement (1 point)
14), privately change the server settings (5 points)
15), in the server Internet. (5 points)
16), disclosure of trade secrets or business amount (5 points)
17), two consecutive shifts of cashier errors or mistakenly received counterfeit bills (1 point)
18), the development of VIP members 10 people. (Reward ranging from 50-100 yuan)
Waiter
1), handover check health, equipment, and make a record of the handover, did not do (1 points)
2), things are not neatly arranged (mouse should be placed on the right, the headset should be hung up, chairs and keyboards should be pushed in to make it neat and uniform). (1 points)
3) , have done as required, as follows:
A), ashtrays should be cleaned in a timely manner, more than 10 cigarette butts in the ashtray. (1 points)
B), desktop debris is not cleaned in time (1 points)
C), the floor is not cleaned in time, there are cigarette butts, other debris, etc. (1 points)
D), garbage bags have not been replaced. (1 point)
E), netizens smoking in the no-smoking area. (1 point)
F), ventilated windows, fans, air conditioners are not switched on and off as needed (1 point)
G), toilets are not flushed and mopped in a timely manner (1 point)
H), computers need to be wiped down once a day in sequence (50 per shift), and this is not done or is not cleaned (1 point)
4), and polite language is not used. (1 point)
A), netizens put forward service requests, did not get a timely response and service (1 point)
B), every 50 minutes to check the Internet users and record (1 point)
Cleaner
1, things are not placed neatly (the mouse should be placed on the right side, the headset should be hung up, chairs and keyboards should be pushed into, to achieve neatness and uniformity). (1 point)
2, do as required, as follows:
A), ashtrays should be cleaned in a timely manner, more than 10 cigarette butts in the ashtray. (1 point)
B), desktop debris is not cleaned up in time (1 point)
C), the floor is not cleaned up in time, there are cigarette butts, other debris, etc. (1 point)
D), the garbage bag is not replaced in time. (1 points)
E), ventilation windows, fans, air conditioning is not switched on and off as needed (1 points)
H), toilets are not flushed in a timely manner, mopping (1 points)
Security
1, Internet cafes, theft, the security guards on duty did not find in a timely manner (5 points)
2, Internet cafe guests in the cafe, raging drunkenness and disturbance, the security guards Did not deal with in a timely manner (5 points)
3, there are local hooligans and troublemakers in the Internet cafe trouble, fights, did not report to the police in a timely manner or reported to the manager of the (5 points)
4, there are thieves in the cafe to rob the cafe internal finances, or robbery of the guests' cell phones, wallets and other finances, did not report to the police in a timely manner, resulting in the loss of Internet cafes or guests (100 yuan)