文档介绍：现代零售客户运作管理大全之家乐福篇NROEJoshuaShi/NROSAmmonZhang目录客户总体介绍······························································3企业背景··································································3企业经营策略和远景规划··············································3企业文化和组织结构······················································3企业核心价值观和企业文化中国家乐福组织结构客户的购物者研究····························································4门店运营管理····························································5客户总部与门店的关系·····················································5门店组织结构································································5部门构成及职权分工员工的管理门店的进货和库存管理······················································12门店进货作业管理规范新品引进流程和管理规范门店库存管理和盘点商品的陈列原则和管理规范················································15商品价格管理································································16门店的促销管理································································17客户的营销策划门店促销管理规范促销方式的选择促销员的管理门店对顾客的认识,开发,管理和服务··························17新建卖场的选址与规划及新店开业管理··························18收付款和有关费用结算······················································18第一章客户总体介绍第一节企业背景所有权人情况:家乐福是上市公司,公众持股超过85%。除此以外,HalleyFamilyGroup持股13%。目前业绩和市场份额:家乐福在全球29个国家经营,是全球第二,欧洲第一的零售巨头。85%的销售来自欧洲,美洲8%,亚洲7%。它的Hyper业态在全球份额第一;Super业态在欧洲份额第一;Harddiscount在全球份额第三。主要经营业态构成:大部分销售来自三大业态:Hyper(59%),Super(25%),Discount(7%)目前,家乐福在中国拥有超过70家Hyper,并且计划在06年达到80家Hyper。其在中国共有三种业态,除了Carrefour(Hyper)之外,还有8家Champion(冠军超市。Super,北京。),并在北京和上海有Dia%(迪亚天天,DiscountStore,上海和北京200多家)。第二节企业经营策略和规划家乐福全球的经营策略和规划是:集中所有努力满足消费者的需求。提高价格竞争力。增加assortment,提供消费者更多选择。增加员工,为消费者提供更好的服务。提高家乐福自有品牌消费者认可度。发展会员制度,提高消费者忠诚度。生意的增长是关键。在全球加速扩张和并购。进一步发展不同的经营业态(如MaxiDia;CarrefourExpress;Mini-Hyper)有利润的增长。第三节企业文化和组织结构企业核心价值观和企业文化以下是对家乐福的核心价值观的抄录:我们全部的努力都围绕着满足顾客需求这一核心。我们的使命是在我们的每一个市场中成为现代零售业的楷模我们的顾客在每一个国家、每一种业态,在最好的商品选择中提供最优的价格。我们的员工提供一份有前景的工作和激励性的报酬,并以此使员工在相互信任的氛围中充分发挥自我能力,并提升自我。我们的股东提供持续的投资回报,并保证我们多元化及全球化的成长前景。我们的合作伙伴、特许经营店或分公司拥有领先的业态和品牌,专业的市场和销售知识,采购能力和不断进步的技术。我们的供应商提供市场、顾客信息,及在平等与互惠的关系中为完善产品进行的合作。全国性和当地社区作为有责任感的