HƯỚNG DẪN THỰC HÀNH KINH DOANH NHÀ HÀNG VÀ …sustain.pata.org/wp-content/uploads/2015/12/10-Restaurant-GPG-1.pdf · muốn trở thành doanh nhân (AE). Học viên sẽ

HNG DN THC HNH KINH DOANH NH HNG V DCH V N UNG

A product of

ILO - ASEAN Small Business Competitiveness

HNG DN THC HNH KINH DOANH NH HNG V DCH V N UNG

Chng trnh Nng lc cnh tranh cho doanh nghip nh ASEANHng dn thc hnh kinh doanh nh hng v dch v n ung

ii

Mc lc Gii thiu

V pht trin kinh doanh da vo cng ng (C-BED)

Nh hng

Gi tp hun nh hng

S dng Ti liu Hng dn thc hnh nh th no?

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1. Tnh php l1.1. Cp php v giy php

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2. nh gi v lp ngn sch2.1. Lp ngn sch

2.2. nh gi

2.3. Kim sot kho

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3. Qun l bp3.1. Bo qun thc phm an ton

3.2. Qun l rc thi

3.3. Danh mch kim tra vic lau chi dn dp

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4. An ton v sc khe ti ni lm vic4.1. Thit b bo h c nhn

4.2. S cu: nhng vn c bn

4.3. Gi cu thng

4.4. Kim sot nhim khun

4.5. Yu cu phng chy cha chy

4.6. Tr gas v cc mt hng d chy khc mt cch an ton

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5. Qun l ngun nhn lc5.1. i x vi nhn vin vi s tn trng

5.2. Mi trng lm vic thn thin v gii

5.3. Quy trnh khen thng

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6. Hnh thnh thi quen thng k6.1. Phiu chm cng nhn vin

6.2. Lch lm vic tun

6.3. Bng chm cng nhn vin ca ngi s dng lao ng

6.4. Qun l hnh chnh

6.5. Phn hi ca khch hng

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7. Danh ting, cung cp dch v v gi tr gia tng7.1. K nng phc v khch hng m mi nhn vin u cn

7.2. Xy dng mt chng trnh dy nu n

7.3. Lm cc mt hng mua mang i

7.4. Phc v khch hng khuyt tt

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Hng dn tp hun v th cng m ngh iv

Gii thiuV pht trin kinh doanh da vo cng ng (C-BED)


v

Gii thiuV pht trin kinh doanh da vo cng ng (C-BED)

Pht trin kinh doanh da vo cng ng l mt chng trnh tp hun mang tnh sng to vi chi ph thp do T chc Lao ng Quc t (ILO) thit k nhm h tr pht trin k nng v trao quyn cho cng ng a phng, hng ti nng cao sinh k, nng sut v iu kin lm vic.

c coi l mt cch tip cn tp hun, C-BED l chng trnh duy nht c xy dng theo hnh thc ng ng, trn phng php hc vin t hc hi ln nhau m khng c s tham gia ca gio vin, chuyn gia hay t vn bn ngoi. Thay vo , hc vin C-BED lm vic vi nhau thng qua hng lot hot ng v tho lun theo cc bc hng dn n gin trong cun Hng dn tp hun. Nhng kin thc, nng lc v k nng mi c pht trin thng qua s tng tc gia cc hc vin v vic chia s kinh nghim, kin thc hin c ca a phng. Bng cch ny, chng trnh gip tit kim chi ph v m bo tnh vng bn cho mi t chc, cng ng.

Chng trnh C-BED bao gm hai gi tp hun chnh c thit k nhm pht trin nng lc khi nghip kinh doanh v hot ng kinh doanh qua vic tp trung vo tip th, qun l ti chnh v lp k hoch hnh ng. Hai gi tp hun ny l C-BED for Aspiring Entrepreneurs (C-BED cho ngi ang mong mun tr thnh doanh nhn) v C-BED for Small Business Operators (C-BED cho ngi iu hnh doanh nghip nh). Bn cnh , mt b cng c nhm nng cao nng lc kinh doanh v nng cao k nng cho mt s ngnh c th ang c pht trin. Cc gi cng c ny c th c trin khai p dng trong chng trnh tp hun c lp hoc c tch hp di dng modul trong cc chng trnh hin ti.

Nh hngNh hng l mt loi hnh kinh doanh phc v thc n v ung cho khch. Nh hng l mt phn quan trng ca ngnh du lch v n cung cp dch v n ung cho du khch, thng cho php du khch th thng thc m thc a phng, tham d cc lp hc nu n hoc n gin l cho h ch n v im dng chn trong khi i tham quan nhiu ni khc nhau.

Gi tp hun nh hng

Tp hun:Gi tp hun nh hng c s dng gip nhng ngi ang c mong mun hoc ang l ch nh hng, qun l nh hng ci thin nng lc qun l nh hng ca h. Gi ny tp trung vo cc nguyn tc qun l c bn, c xy dng t nhng hiu bit m hc vin c trong vic qun l nh hng v gip h hc hi c nhiu hn. N cng c th c xy dng t vic tham kho cc cng c pht trin kinh doanh da vo cng ng khc nh C-BED cho ngi iu hnh doanh nghip nh (SBO) hoc C-BED cho ngi ang mong mun tr thnh doanh nhn (AE). Hc vin s chia s kinh nghim v c mt k hoch hnh ng u tin (t nht l 3 hot ng nhm ci thin kinh doanh ca h). Sau tp hun, hc vin s:


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Nng cao kin thc hin c v qun l nh hng Tng cng nng lc phn tch cc kha cnh lin quan ti qun l nh hng Nng cao nhn thc v pht trin kinh doanhXc nh c cc bc v hnh ng nhm ci thin nh hng Quyt nh cc hnh ng trong tng lai Nm bt c c hi hp tc v lin kt

Hng dn thc hnh:

Ti liu Hng dn thc hnh c thit k nhm h tr cc ch nh hng, nhng ngi qun l ci thin nh hng ca mnh. Nhng ngi tham gia tp hun s c gii thiu v lm quen vi hng dn thc hnh trong khi hc. Tuy nhin, nhng ngi khng tham d tp hun cng c th s dng hng dn thc hnh. Hng dn thc hnh bao gm mt s cng c, th thut v bi tp thc t nhm gip nhng ngi ch s hu v qun l nh hng.

S dng Ti liu Hng dn thc hnh nh th no?

Cng c thc hnh

Bi tp

Tnh hung

nh ngha

Lu

Thng tin cn ch thm


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ILO ASEAN Small Business Competitiveness Programme ii

Tnh php l


1

1. Tnh php l

1.1. Cp php v giy php

Khi bt u bt c kinh doanh g, d u, bn cn ht sc ch ti vic xin cp php v c giy php cn thit t cc c quan chc nng a phng. thng l nhng i hi php l ca mi quc gia v mi a phng. Vic duyt cp cc giy t php l nh vy rt quan trng m bo vic kinh doanh ca bn vn hnh trn tru.

Danh sch di y a ra bn tham kho v t t tm ra mt danh mc chnh xc v y hn. Mc d khng phi mi hot ng kinh doanh u i hi c tt c cc giy t ny, nhng cc nh u t c th mun kim tra s hiu bit ca bn v cc vn bn php lut cn thit khc nhau khi bt u kinh doanh. Mt khi k hoch kinh doanh c thng qua v ti chnh bo m, trch nhim ca bn l bt u th tc xin php. Vic ny cn c thc hin ng thi vi vic to lp kinh doanh.

Bng 1.1.1: Cc loi giy php

Danh sch giy php

ng k cng ty

ng k thu

ng k thnh lp v ng k ca hng

ng k phng chy cha chy

Xc nhn ngun nc

Giy php y t

Xc nhn ng k vi cnh st

Giy php kinh doanh v lu kho

Giy php cung cp dch v cng cng

Bo him cho ngi lao ng

Bo him

Xc nhn sc khe cho nhn vin nh bp

Giy php treo bin qung co pht sng

ng k ti khon thu

MC TIU: Cung cp thng tin v vic cp php v giy php cn thit i vi nh hng Cung cp mt mu xin cp php, trong trng hp cn thit

HNG DN TP HUN: y l thng tin b sung, khng c trong tp hun


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Bng 1.1.2: Giy php

Mu giy php

Tn doanh nghip

a ch

Loi hnh doanh nghip

a ch vn phng, nu khc vi a ch khai trn

Tn ch doanh nghip

Ni c tr

Tn ngi qun l (nu c) v ni c tr

Loi hnh hot ng

c im kinh doanh

Thi gian i vo hot ng

Tn thnh vin trong gia nh lm cho doanh nghip (phn ring nam gii, n gii, ngi ln v tr em)

Tn ngi qun l

Tng s nhn vin (phn ring nam gii, n gii, ngi ln v tr em)


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nh gi v lp ngn sch


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2. nh gi v lp ngn sch

2.1. Lp ngn sch

Lp ngn sch l mt phn quan trng trong qun l dng ti chnh ca nh hng. Di y l mt s mu chnh gip bn theo di v ghi li dng tin vo v ra trong kinh doanh.

MC TIU: Cung cp cc mu ph hp qun l tin nh gi v kim sot kho

HNG DN TP HUN: c cp n trong phn 2


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Bng 2.1.1: Ngn sch hot ng

Thng Thng Ging

T l ngn sch %

Ngn sch

Thng Nm Thng Nm %

Thc t Tnh ton t l theo thng

Ngn sch hot ng

Doanh thu t kinh doanh nChi ph ca hng ha tiu th:Chi ph mua thc phmCc chi ph hot ng:Tin cng v tin lngChi ph hot ng trc tipChi ph tin chChi sa cha nh v bo dngChi ph hnh chnhBo himTin thu mnTng chi ph hot ngTng chi phLi nhun (trc thu)


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Bng

2.1

.2: T

in

ln

g v

ti

n c

ng

M

s/ S

CMT

Tn

lao

ng

V tr

Mc

ln

g (th

eo g

i)

Th

ngxu

yn

Th

ngxu

yn

Ngo

i g

iN

goi

gi

(c

ao hn

1,5

l

n so

vi

mc

c

bn)

S g

i l

m v

ic

Tin

ln

g v

tin

cng

Tin

bi

d

ng

(tin

boa

) v

ph dc

h v

(c

hia

t l

theo

v

tr v

ic

lm

)+

Tng

s

tin

ng

i thu

la

o

ng tr


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2.2. nh gi

nh gi l rt quan trng i vi qun l nh hng. nh gi ng c th gip bn thu ht ng i tng khch hng v qun l c ngn sch ca mnh. C mt s phng php nh gi khc nhau. Di y l mt vi v d:

Phng php gi hp l: Gi c thit lp ti mc bn tin l hng ha hoc dch v ng gi vi khch hng ca bn. Phng php ny c th khng phn nh ng s quan tm v li ch ca khch hng, c th dn n vic nh hng tnh gi qu cao hoc qu thp. Phng php gi cao nht: ngi qun l on mc cao nht m khch hng sn sng thanh ton, ri gim mt cht cho php c sai s v t gi mc . Phng php ny da trn kh nng phn on ca ngi qun l v s sn sng v kh nng chi tr ca khch. Phng php chp nhn l: S dng phng php ny, gi thc n c t cng thp cng tt (thm ch di gi thnh) nhm thu ht nhiu khch hng tiu dng nhng sn phm khc b p s thm ht ny. V d, ung. Phng php nh gi trc quan: Phng php ny bao gm vic on gi mt cch n gin v iu chnh nu n khng hiu qu. Phng php khng nh gi: Trong phng php ny, nhn vin v u bp a ra mc gi v thng bo trc tip cho khch. Cch ny thng c s dng khi mn trong thc n c thay th hoc khi gi mn c bit. Cch ny khng c coi l mt phng php nh gi hiu qu.

2.3. Kim sot kho

Kim sot kho trong nh bp l mt qu trnh thc hin tng bc mt. y l mt qu trnh quan trng, trong mt s c s kinh doanh thc hin nghim tc hn c s khc. Mi nh hng nn n lc kim sot kho trong nh bp ca mnh.

Cc bc:1. Tnh chi ph ca tng hng mc trong cng thc nu n 2. Kim kho mt cch n gin 3. Bt u vic kim sot kho 4. Tng s lng cc mt hng ang c qun l t bc 3


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Bng 2.3: Danh sch kim tra qun tr kinh doanh

S hu v hp ng

Hp ng s hu c cng chng

Hp ng cho thu c k bi tt c cc bn (gia hn, thu, bo him)

Giy php

ng k cng ty

ng k phng chy cha chy

Giy php y t (cho n, ung c cn)

Bo him

Xc nhn sc khe cho nhn vin nh bp

nh gi v lp ngn sch

Bng cn i k ton cp nht (ti sn lu ng, n ngn hn)

Bo co thu nhp cp nht

Bo co tin t cp nht

Ngn sch tin mt cp nht

Ngn sch hot ng cp nht

Kim sot kho

Danh sch


Qun l bp


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3. Qun l bp

3.1. Bo qun thc phm an ton

Cc nguyn tc bo qun thc phm an ton:Thc hin nguyn tc vo trc ra trc (FIFO). Nguyn tc FIFO cho php bo m cht lng v an ton thc phm. Bt c khi no n hng thc phm mi n, cc thc phm mi phi c t pha sau cc thc phm c s dng thc phm c trc. p dng cho c kho lnh v kho hng kh. C th thc hin dn nhn ngy n v nhn s dng trc ngy cho tt c loi thc phm m bo an ton v ti ph hp cho thc phm. tht cng thp cng tt. Ngay c khi c cha trong hp kn, tht hoc mn ch bin t tht nn c bo qun pha di cc mt hng khc nc tht khng th nh xung v lm nhim cc thc phm khc.Bo qun thc phm trong hp/bao gi kn. Mt khi thc phm tip xc khng kh, s rt d b h hng. ko di thi gian s dng, duy tr cht lng v an ton, thc phm phi c bo qun trong cc hp/bao gi kn. S dng ng thc phm (c np), thng nguyn liu v hp bo qun thc phm gi cho nh bp ca bn lun ngn np, trnh nhim bn v vi khun. Khng thc phm trn sn. Thc phm phi c tr cao t nht W15cm tnh t mt sn. Vic lm ny nhm ngn nc, bi, cht gy nhim khc ngm qua ti hoc lm nhim thc phm. Lun kim sot nhit . Phng lnh l cn thit m bo an ton thc phm, nhng ch khi n c gi nhit thch hp. Mi phng lnh cn c nhit k nhn vin c th kim tra v m bo thc phm c bo qun di mc nhit c th lm hng thc phm.ng phng lnh/t lnh qu y. Nu qu nhiu hng ha xp chng ln nhau, phng lnh/t lnh s kh duy tr c nhit thch hp. N c th to ra nhng im nng v s c nhng khu vc nht nh khng lnh. N cng ngn cc dng kh lu chuyn bn trong v bn ngoi dn n iu kin bo qun khng tt.Gi k v sn nh sch s v ngn np. S dng cc k treo tng v gi gi cho nh bp ca bn c ngn np. Bt c ni no c bi bn hay thc phm b ra, vi khun u c th pht trin. Gi sn nh v k sch l yu cu bt buc duy tr an ton thc phm thch hp trong nh bp. K c sp xp vi cc mt hng c dn nhn r rng cng s lm gim thi gian m ca kho v sp xp hng ha ca nhn vin.

MC TIU: Cung cp thng tin v vic iu hnh mt nh bp sch s v m bo sc khe Xem xt bo qun thc phm v qun l rc thi Cung cp danh mc kim tra vic dn dp nh bp theo nh k



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Khi nghi ng, hy b i. im mu cht cho vic qun l v bo qun thc phm an ton l khi nghi ng v mc an ton ca sn phm, hy dn nhn cnh bo thn trng v vt b thc phm i. Bn cn phi chc chn; vic s dng m khng chc chn c th dn n ng c thc phm.

Khong nhit an ton v nguy him cho bo qun thc phm Khong nhit nguy him cho bo qun thc phm nm trong khong t 5 n 60 C Nu thc phm d h hng trong khong nhit nguy him qu lu, thc phm s b hng. C ngha l s khng c cch no dit ht cc vi khun hin c trong thc phm c thc phm tiu dng an ton.Thc phm d h hng: tht, gia cm v thy sn s thi, n nu khng c lm lnh ph hp.Nhit nh hng n vi khun th no: Vi khun nhn ln nhanh chng trong mt mi trng nng m.Sau hai gi trong khong nhit nguy him, thc phm s c qu nhiu vi khun v cn phi c vt b.Nhit cao dit vi khun. Khi thc phm bt u tip cn mc nhit 63 C, vi khun bt u cht.

Nguyn tc hai gi

Nu thc n khong nhit nguy him qu lu, s c qu nhiu vi khun v chng s lm hng thc n nu. Do cn phi b thc n ny i. Quan trng l ngi qun l hoc nhn vin nh bp phi kim tra nhit ca mn sp, mn hm hoc cc thc n ch bin sn sau mi khong thi gian hai gi m bo nhit thc n trn 60 C. Nu thc n qu ngui, cn iu chnh nhit v kim tra li trong na gi.

Lu


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Lu

3.2. Qun l rc thi

Ngn chn s hnh thnh rc: Mua vi s lng ln nu c th Gim bt hp ng n cho khch mua mang v v cc ph kin phc v n ti nh hngYu cu nh cung cp ti s dng hoc ti ch cc hp, thng, b hng v.v khi vn chuynS dng ca cc, a, dao da ti s dngGim gi cho nhng khch hng mang ca cc hoc ti ti s dng ca h n S dng cc sn phm lm t vt liu ti ch

Lu

Gim bt rc thi:Xy dng chng trnh lm phn compot.Xy dng mt chng trnh ti ch tng hp, nu cha c Ku gi mi ngi chn v s dng ti ch hoc dng nhiu ln. Chai l v lon khng phi l nhng th duy nht c th ti ch c. Ni xoong c v, km, kp v v bt c ci g c t nht 75% kim loi u c th b vo cc thng rc kim loi ti ch. Hy lin lc vi nhng ngi lm ti ch ti a phng xc nhn rng h c th chp nhn mn c ny.i vi nhng nh, hay b vt lung tung nh ng ht, que khuy v nhng xin nh (ci tri cy) trn ung, nn lm bng cht d hoai mc sau gom li v lm hoai mc chngTm nhng sn phm ng gi t hoc bao b ng gi c th ti ch cChn s dng tt c nhng mn c th ti s dng c. Phin c ph, ly c ph, lt ly cc, v.v Quan h vi chng trnh quyn gp lng thc trong vngMua s lng ln. Ngoi cc trang thit b phc v dch v n ung thng c mua nhiu, cn cn nhc khi mua cc sn phm thng khng mua s lng ln nh ung c cn v ru vang nu Dng s dng cc sn phm khng cn thit nh tm lt bng giy, tm cm trn ly cocktail hay cch t hai ng ht trong ly cocktail C nhn vin pht cc mn dng mt ln nh khn n v na nha thay v t chng quy t phc v S dng loi my rt khn n t ng ch cho rt mi ln mt khn Mua ha cht ty ra m c v gim s lng cc loi ha cht bng cch s dng cht ty ra a nng Yu cu khi ung nc nhn vin dng cc ti s dng Gim gi cho cc khch hng mang cc c ph ti s dng ca h n


14

Nhn din rc thi

3.3. Danh mc kim tra vic lau chi d n d p

y l danh sch cc mc cng vic cn lu cho khu vc bp ca nh hng c sch s. Mt s vic cn thc hin vi ln trong ngy, trong khi mt s vic khc ch cn thc hin hng tun hoc hng thng.

Bng 3.2: Cc loi rc thi

Rc dng bng xp (bt, ly cc, hp ng thc n) Np chai, ng htDao na nha

Cc ng ung nng/lnh v np yng gi gia v bng nha v giy kim loi Hp ng b nh

a dng gn kem sa

Rc hu cThc n tha

Khn giy Bao b giy ng mui, tiu, ng, v.v Ti tr nhng

Que khuy ung bng g

Giy dnh thc n

Rc c th ti chV ung

Chai nha v thy tinh Hp giy ng nc tri cy, lon thc phm bng kim loiBnh/hp giy ng sa

Bo, ti giy

Khay/hp ng n mang iGiy vn phng, cc tng


15

Bng 3.3: Danh mc kim tra vic lau chi d n d p

Hng mc

Trong mi ca

C sch l nng gia nhng ln nng tht , tht gia cm v c

Thay tht ct, thi

Thay nc kh trng v gi sch

Lm sch thng rc

Sau mi ca (ba sng, ba tra, ba ti)

Ra sch cho/ni chin rn

C sch l nng

Ra v kh trng cc b mt (tht, bn chun b n)

Ra sch my thi tht v ct lt phomt sau mi ln s dng

tt c tp d v o nu bp vo my git (khng git chung vi gi lau)

tt c gi lau vo ch git bn

Lm sch cc x ng nc lau ra

Ly ht ra khi cc bn hp nhit v lau sch

Che cc ngn trong t lm mt bng cc mng bc thc phm

Git cc tm tri sn

Dn dp mt knh t lnh/mt (c nh)

Qut v lau sn bp

Lau chi dn dp hng ngy

Lm sch h thu m

Thay giy kim loi bc l nng, l bp v cc khay ng n nng lng

Ra b lc bn trong my ht mi bng my ra bt

Ra dao cht (dao phay)

Lau chi dn dp hng tun

Ly ht ra khi t lm mt c mt knh, ra v kh trng t

Co cn bm trn chu ra v vi nc

Mi dao

Lm sch my pha c ph

Dng du n lm sch cc dng c nu bng gang

Dng cht ty ra cng lm sch v thng cc rnh thot trn sn

Lau chi dn dp hng thng

Lm sch mt sau cc dng c chu nhit nhiu (nh l nng, bp, cho/ni chin rn) gim bt ng m

Lm sch ngn t ng

Dn sch v kh trng my lm

Danh sch


16

Ra tng v trn nh

Lau sch khu vc kho cha kh

Thay by cn trng

Kim tra li b s cu

Dn v sinh v kim tra an ton hng nm

Kim tra h thng cha chy

Kim tra bnh cha chy

Lm sch ng ht khi 2 ln/nm

Lm sch n bo trn bp gas


17

Hng dn tp hun v th cng m ngh vi

An ton v sc khe ti ni lm vic


19

4. An ton v sc khe ti ni lm vic

4.1. Thit b bo h c nhn

Ngn nga tai nn xy ra v tp hun cho nhn vin s dng thit b bo h c nhn (PPE). PPE gip bo v ngi lao ng khi vic b t tay, bng, mt mi do cng thng v cc thng tch khc c th xy ra trong nh bp.

Tp d lm bp. Tp d lm bp khng ch gi sch cho ng phc ca nhn vin. N cn c vai tr nh mt ro cn bo v da ca nhn vin khi b bng bi du rn hay do ha cht. Tuy nhin, nhn vin khi s dng my trn cn phi ch dy tp d khng b qun vo u trn hoc m t quay. Gng dng cho l nng. Gng tay l nng bo v nhn cng khi b bng khi cm cc a n nng. Ch cn nh gng tay l nng gn cc thit b nu n, nhn vin c th d dng s dng, khng cn phi c gi treo ring.Thm chng trt. Thm trong bp ca nh hng s gip vic i li chc chn hn. Nhng tm thm cao su c th c t ti nhng khu vc i li nhiu, chng hn nh khu vc chuyn thc n hoc pha trc cc my ra bt c ln. Thm cao su cng to ra mt b mt mm hn khi i li, gip nhn vin bo v bn chn, mt c, u gi v hng b mi v bong gn. Bin bo sn t. Bin bo sn t bo v c nhn cng v khch hng khi b trt v ng. Cn c bin bo hiu bt c ni no sn t cnh bo nguy him cho khch hng v ngi lao ng. Tm quan tr ng ca gio dc. Cho d c s dng thit b bo h c nhn no i na, th phng php hiu qu nht ngn nga chn thng l gio dc thch hp. Cn hng dn nhn vin bit cch s dng cc thit b bo h c nhn v cch thc vn hnh cc thit b trong bp h bit ci g an ton, ci g khng v t tin hn trong cng vic ca mnh.

MC TIU:a ra cc mu yu cu an ton chy n, s cu, thit b bo h c nhn, lu khi b nhim trng v hng dn an ton khc


1.

2.

3.

4.

5.

Lu :

An ton cho nhn vin nh hngThit b vn hnh an ton: Tun th hng dn ca nh sn xut v s dng tt c cc thit b bo v hoc hng dn an ton cho my mc c nhng b phn sc nhn, nguy him.


20

Ra tay thng xuyn: Ra tay bng x phng v nc m trc v sau khi x l thc phm, dng v thit b nh bp. Hy chc chn rng chu ra c thit k hp l tt c cc khu vc ch bin thc phm. iu ny gim thiu vic lan truyn cc vi khun c hi Cn thn khi ng: Lm sch ngay cc thc n b trn ra sn, lau ngay nhng ch t v dn bt c chng ngi vt no trn sn. Xem xt vic bt buc i giy chng trt nhm gim thiu cc tai nn do trt trn sn nh. Duy tr thi quen tt v v sinh c nhn sch s: v sinh ng cch cng gip ngn nga lan truyn vi khun c hi. Trnh ht thuc, n, ung, ho, ht hi khu vc ch bin thc phm. Nhn vin b bnh cn phi nh, khng n ni lm vic. Gng tay nha hoc cao su cng lm gim nguy c ly nhim cho phng b bng: b bng do nc nng, thc n, du m hoc cc b mt nng, l nhng nguyn nhn ph bin trong mi trng nh bp. Chn bin php phng nga thch hp v cn nhc vic s dng lt ni v gng tay l nng nhm bo v nhng ngi hay phi lm vic vi cc thit b v n nng. Hy cn thn khi s dng nhng vt sc nh n: Dao, cc b phn ca my mc, thit b v knh v u c th c cnh sc. Gng chng t tay c th c bit hu ch khi phi lm vic vi nhng vt sc nhn. Gim thiu nguy c cng c v bong gn: o to cho nhn vin k thut b, nng vt hp l v cch hn ch vic vi tay qu mc hoc chn thng do lp i lp li mt ng tc. Thm chng mt mi thng rt hu ch cho cc nhn vin phi ng lm vic trong thi gian di.Cn thn khi x l cc ha cht c hi: c nhn mc, lm quen vi bng ch dn an ton ha cht i vi mi ha cht v s dng mi thit b bo v c sn.Chun b cho cc trng hp khn cp: Thc hin k hoch hnh ng khi c tai nn, thin tai, ho hon, cc tnh hung bo lc v tnh hung khn cp khc c th xy ra ni lm vic. Truyn t k hoch hnh ng cho tt c nhn vin.

S cu l g?

S cu l gip ngi bnh hoc ngi b thng v chm sc ban u i vi bnh v vt thng cho n khi c iu tr y t y . S cu c th l bt c vic g, t vic dn bng cu thng cu sng ai . Bn khng cn phi c o to v s cu gip nhng ngi c nhu cu. C ba mc tiu ch yu cn thc hin khi s cu:

Duy tr s sng Ngn chn tnh trng xu i (nu c th)C gng hi phc

V d, dn mt ming bng cu thng vo vt ct, c th ngn chn nhim trng v lm tnh hnh bt xu i.

S cu trong nh bp

i vi nhn vin thng phi tip xc vi dao sc, cc b mt nng v du si, vic c hp s cu v o to cho h l v cng quan trng cho s an ton chung ca mt nh bp

4.2. S cu: nhng vn c bn


21

Bng 4.2: Hng dn b dng c s cu

B dng c s cu

Hp nha c chia ngn

Gng tay kim tra cht lng,1 i

Ming lt m chn thng

Gc lnh tc th

Ming gc lm sch kh trng (khng c cht kch ng)

Bng dnh plastic

Bng khuu tay v u gi

Thuc Aspirin, 2-3 gi

Gc mt v trng

Bng eo tay hnh tam gic, c 2 kp an ton

Bng gc cun, 2 c

Gc vi, 3 c

Ba gi thuc m khng sinh

Gi thuc cha bng, 3,5 gm

Bng cun s cu

Ko m kn

Ming gc lm sch c tm cn

Bng nh bng vi cho ngn tay

4.3. G i cu thng

chuyn nghip. Ch cn u t mt cht thi gian v tin bc c kin thc ng v c dng c s cu ngay ti ch, bn c th duy tr mt mi trng lnh mnh v an ton cho nhn vin ca bn v phi i i bo him.

Trong trng hp khn cp, hy gi c quan chc nng cn thit (cu thng, cnh st, cu ha) v cung cp thng tin r rng, chnh xc v:

Ni xy ra s c S thng vong/ngi lin quan Trng thi ca vt thng Trong mt s trng hp, tui ca nn nhn Bt k mi nguy him no ti ni xy ra s c (v d nhin liu trn, ha hon, in)

Nu khu vc xy ra s c xa hoc kh tip cn, hy cn nhc vic c ai gp cc dch v h tr khn cp.

Lun lun bit nhng nguy him tim nng ti ni xy ra s c (v d ha hon, in)Khng bao gi t mnh hoc nhng ngi xung quanh vo nguy him Hy nh bn l ngi quan trng nht Nu s c qu nguy him tip cn, hy li li v ku gi gip khn cp


22

Bng 4.5: Danh mc kim tra an ton chy n

Danh mc kim tra an ton chy n

4.4. Kim sot nhi m khun

Rt nhiu bnh khc nhau c th lan truyn qua mu v cht dch c th:Gm c HIV v vim gan B & C

Nu c th, lun lun eo gng tay cao su hoc gng tay y t khi phi tip xc vi dch c th

Bn c th ng bin v s dng bt c th g trnh tip xc trc tip (v d: mt ti nha/nilon).

m bo rng cc vt ct v vt thng h trn tay bn u c bng kn bng bng hoc gc chng thm.Ra tay bng x phng v nc m sau khi tip xc vi nn nhn.

4.5. Yu cu phng chy cha chy

1.

2.

3.

4.

1. Li vo v li ra phi lun c gi thng thong. 2. Mt li i rng mt mt t cng vo n bc tng pha sau phi lun c gi thng thong.3. Cn c mt li i rng khong mt mt t cng vo n li thot him lun c gi thng thong.4. Cn thm 1 li thot him cho nh bp/khu ch bin chun b n theo thc n hoc phc v n gi mn. 5. Khng c ln chim v lm cn tr cc khng gian m.6. Dy in dnh cho chiu sng c t trong ng dn khng ni, bng kim loi/PVC v gn t7. Dy in ngun c t trong ng dn khng ni, bng kim loi/PVC v gn t.8. Ngun in phi c tt hng ngy trc khi ng ca nh hng.9. Khng c bt c th g trong khong bn knh mt mt t v tr my mc thit b v/hoc h thng in.10. Cc l in/ tm si bng in v mi thit b in u cn c n bo hiu.11. Cn c van iu khin nhit cho tt c cc thit b si m bng in.12. Khng c lm gc xp v/hoc cc vch ngn bng g nu khng c c quan qun l xy dng cho php.13. Vic nu n/si m/chun b n cn nghim cm thc hin trn li i ca nh hng. 14. Ch c php s dng bp du ha c cng sut khng qu 5 lt. 15. Bp du ha phi c t trn b bp lm bng vt liu khng chy trong bp pha sau ca nh hng. 16. Ton b nh hng v bp phi c thng gi tt.


23

17. Gi khng du ra sn, sn khng b trn trt.18. Duy tr tt vic dn dp nh hng.19. Bin "Khng ht thuc" c hnh nh trc quan, cn c treo ch d thy bng ngn ng a phng, ting Anh v ting Trung trong nh hng. 20. Cn c tm chn bo v an ton cho tt c cc b phn chuyn ng ca my mc/ng c/thit b. 21. S dng knh v gng bo h.22. Ru phi c gi nguyn trong bnh c nim phong v trn k thp dc theo tng.23. Du n v cc nguyn liu nu n dng lng khc phi c cha trong hp ng c nim phong, trn cc k thp khc dc theo tng, cch xa cc vt khc khong 1 mt.24. Tinh du c gi nguyn trong l/hp ring, c nim phong v cch xa cc vt khc v li thot t nht 2 mt.25. Cc vt khng c xp chng ln nhau cao qu 2,25 mt. Cn m bo khong cch mt mt t trn hoc t ko mi nh, 15cm t tng/vch bn v 10cm t sn.26. Khng nn dng cc thng/ cha b h hng/r r/lng lo tr hng.27. Du m tha, giy, cc thng hoc hp cc tng b i cn c thu dn thng xuyn, t ring trong cc thng kim loi, c np y v b i mi ngy trc khi ng ca nh hng.28. Cc mnh vi hoc gi thm du v du m tha trong nu n cn c thu dn thng xuyn, t ring trong cc thng kim loi, c np y v x l mi ngy trc khi ng ca nh hng.29. Tt c hng ho cn c tr trong cc l khc nhau, cch xa nhau mt mt.30. Cho php s dng my tch cn, my ng gi ti bp ca nh hng.31. Khng lu gi nhng hng ha khng c cp php nh hng.32. Khng c nhin liu no khc (tr nhng loi c cho php) c php s dng nh hng.33. Cn cung cp s lng qut ht mi, vi kch c ph hp trn cc bc tng bn ngoi nh bp v/hoc khu vc ch bin/chun b n v cho chy lin tc trong gi lm vic.34. Nu n, ht thuc, si m v s dng ngn la nh/chm dim cn phi nghim cm.35. li, ht thuc, si m v s dng ngn la nh / chm dim (tr nhng trng hp cho php) cn phi nghim cm nh hng.


24

4.6. Tr gas v cc m t hng d chy khc mt cch an ton

Chy l mi nguy him m mi nh bp u phi i mt. Ch mt tia la hoc mt cht r r kh gas cng c th khin nh hng bc chy. Ch c cch o to ngi lao ng v thc hin ng theo nhng tiu chun an ton chy n quc gia, ca ch nh hng mi c th bo v cc nhn vin v khch hng ca mnh khi nguy him.

Nhng mi nguy him tim nngin v kh t l nhng loi nng lng thng c s dng trong bt k nh bp no. Bt c ni no c dng nng lng ny u c nguy c ha hon. Sau y l danh sch cc nguyn nhn ph bin nht ca cc v chy nh hng:

Bt la. Qun o rng v tc bung xa c th d dng bt la khi tip xc vi ngn la ang chy.H thu m tha. H thu m c nhng mu thc n vn v c th cc sn phm bng giy chng may b ri vo u c th b bt la khi m nng c thm vo.D n d p cu th. Chy c th nhanh chng lan rng khu vc li i v khu lu tr bn v ln xn. Dy in b li ho c sn. Dy in b sn hoc thit b b li c nhiu kh nng pht ra tia la in v gy chy in. Lu tr cc vt liu d chy khng ng cch. Vt liu d chy phi c cch xa cc ngn la hoc ngun nhit khng b t chy.

Nhn vin c th lm g t bo v mnh?Vi vai tr ngi vn hnh cc thit b nh hng, nhn vin nh bp phi lm nhng nhim v vn hnh v bo dng ng cch trnh ha hon. Di y l mt s li khuyn i vi cc nhn vin nh bp gim thiu nguy c chy:

Lu :

Hiu r cc quy trnh an ton chy n ni lm vic ca bn. Bit bnh cha chy t u, lm th no kch hot cc h thng cha chy v bit r cc ng thot him trong khu vc lm vic. Khng cc vt d chy gn ngn la. Tp d, qun o rng v cc bnh phun l nhng th d chy, c th d dng bt la hoc pht n nu t gn ngn la hoc ngun nhit. Thng xuyn lm sch b mt l nng. Du m v thc n vn c th tch t trn b mt l nng v d dng bt chy nu khng c loi b.Khng s dng thit b b li hoc dy in b sn. y l ngun gc ca chy v in git. Trnh khng khu vc nu n, tr khi c giao lm vic . Mt dy chuyn nu qu ng ngi s lm tng nguy c qun o b bt la. Khng bao gi nc vo m chy do du m. iu s ch lm cho n ti t hn. Thay vo nn s dng bnh cha chy. Dng li, nm xung v ln. Nu bn b bt la, hy ln trn trn sn nh, y l cch nhanh nht dp tt ngn la.


25

Ngi ch c th lm g bo v nhn vin ca mnh?Ch v nhng ngi qun l nh hng phi t chc cc kha o to cn thit nhm bo v ngi lao ng v c s kinh doanh khi nguy c ha hon. Di y l mt s cch ngi s dng lao ng c th lm gim thiu mi e da t ha hon trong bp ca nh hng:Hng dn nhn vin s dng bnh cha chy. Hng dn nhn vin trong mi ca bit lm th no s dng bnh cha chy v kch hot h thng cha chy trn trn. Khi , trong trng hp c ha hon, mi ngi trong dy chuyn nu bp s bit phi lm g. Hy chc chn rng nhn vin khng c gng cha chy. Vic u tin nhn vin phi lm l nhn chung bo chy, gi cu ha v kch hot h thng cha chy trn trn trc khi c gng t mnh chin u vi ngn la. Thng xuyn lm sch h thu m. H thu m qu y s d bt la.Gi li i gn gng. Li i ln xn s cn tr cc nhn vin v khch hng c gng thot khi m chy. Cung cp nh sng. Cc tuyn ng thot him khn cp cn c chiu sng y nhn vin v khch hng c th nhn thy ng i trong trng hp khn cp.Cung cp thit b bo h c nhn cho tt c nhn vin. Thit b bo h c nhn ph bin cho cc nhn vin nh bp thng mi gm knh bo h, gng tay cao su v tp d ra bt.Tr ring cc ha cht khng tng thch. Ha cht khng tng thch, nh dung dch clo v dung dch amoniac, c th to ra mt kh c nu b trn ln. Tr ring cc ha cht ny hn ch ti a kh nng b trn ln nu b nh .S dng cc k thp tr ha cht. Tr ha cht lng cc k thp hn trnh nguy c b trn .

Hng dn tp hun v th cng m ngh 6

Qun l ngun nhn lc


27

5. Qun l ngun nhn lc

5.1. i x vi nhn vin vi s tn tr ng

i x vi nhn vin vi s tn tr ng b ng nhng vic lm thc t: Bo tr tt v gi sch cc thit b v khu vc do ngi lao ng s dng m bo lun c sn nc ung Cung cp phng tm v nh v sinh sch s cho nhn vin m bo nhn vin c khu thay , c t ct qun o v cc dng khc Nu phi lm vic khu vc di lng t hoc ni khng c ca s, hy chc chn rng v sinh c duy tr mc cao.Bo v ngi lao ng khi bt k cht c hi no. Cung cp thit b bo h c nhn cho nhn vin nu cng vic i hi h phi tip xc vi cc cht c hi. Ngi lao ng c hng gi lm vic bnh thng, hp l v hp ng lm thm gi theo lut. Hy chc chn rng ngi lao ng c thi gian ngh ngi y theo quy nh ca php lut. Thng bo trc v lch lm vic m bo h c th t chc cuc sng gia nh v c nhn h. Nu ngi lao ng c yu cu lm vic vo cc ngy l, h phi c ngh b hoc tr tin th lao xng ng, theo thi gi thc t hoc trn c s ng thun tp th hoc theo ng lut. Ngi lao ng cn c ngh php nm vn c tr lng theo lut. Trong trng hp hp ng ht hn hoc thi gian lm vic ca h khng di c ngh php nm, ngi lao ng s c tr mt khon tin cho s ngy ngh h ng c hng tng ng vi thi gian lao ng ca h hoc tr b vo lng, theo thi gi thc t hoc trn c s ng thun tp th hoc theo ng lut.Thut ng tin boa l s tin m khch hng t nguyn cho ngi lao ng, ngoi tin ph dch v phi tr. Bt k c tin boa hay khng th ngi lao ng vn s c nhn lng c bn v c tr u n.

MC TIU:Cung cp thng tin chi tit v ng x vi nhn vin ti ni lm vic, bao gm bnh ng gii Cung cp thng tin chi tit v quy trnh khen thng



28

5.2. Mi trng lm vic thn thin v gii

Cc nguyn tc c bnCn b ng gii s thu ht cc nhn vin tt nht: Mt ni lm vic to s hp dn i vi c nam v n s cho php doanh nghip tip cn vi i ng nhn vin ti nng v tch cc.Cn b ng gii c th lm gim chi ph: Chi ph cho vic thay th mt nhn vin ngh vic c th chim ti 75% hoc nhiu hn s tin lng c nm ca nhn vin . Khi c ph n v nam gii thch li vi mt t chc m h xem l cng bng, s lng nhn vin thay th ca t chc c th gim, qua lm gim chi ph tn km ca vic tuyn dng.Nh hng c cn b ng gii hot ng tt hn: Mt c quan nghin cu ln cho bit c mi lin h gia cn bng gii vi t chc hot ng tt hn. C nhiu l do, nhng s a dng trong t chc cng s a n vic ra quyt nh tt hnMt cn b ng gii lm lng ph ngun lc: tham gia lm vic mt cch cn bng, ph n v nam gii s c c hi nh nhau ng gp c cho gia nh v ni lm vic, do nng cao s thoi mi, hnh phc ca c nhn h v ca x hi.

L ngi s dng lao ng trong ngnh dch v, nhim v ca bn l thc y bnh ng gii. L mt ngi s dng lao ng, nhng im sau y, v nguyn tc, phi c thc hin i vi tt c cc nhn vin ca bn.

Tr cng bnh ng, khng phn bit gii tnhC hi o to bnh ng C ch x l khiu ni c lp v cng bng - mt ngi lao ng c th khiu ni m khng s hu quQuyn thng lng tp th - tt c ngi lao ng u c quyn gia nhp cng onCc iu khon dng v ct hp ng phi hp lHp ng tha thun bng vn bn Mi trng lm vic an ton v khng b e daQuan h lm vic trung thc v tn trng ln nhau vi ngi s dng lao ng

Cc mc sau y phi c tha thun trc khi ngi lao ng bt u lm vic:ng v s gi lm vicTin lm ngoi gi tha ngChi tr cho ngh thai snBo him tai nn ti ni lm vicC hi tin b bnh ng v nh gi ghi nhn, khen thng


29

5.3. Quy trnh khen th ng

Mt quy trnh tt nn cng nhn v khen thng cho 2 loi hot ng: hiu sut v ng x ca nhn vin. Hiu sut d nh gi nht v c mi lin h trc tip gia mc tiu ban u t ra cho nhn vin v kt qu cui cng t c. V d, bn c th khuyn khch hoc khen thng cho nhng ngi bn hng gii nht trn c s nnh gi vic thc hin mc tiu theo nh k.

Ghi nhn v khen th ng

Hai yu t ny l rt quan trng ng vin ngi lao ng. Nhng khng my khi ch doanh nghip quan tm ng mc ti nhng yu t ny. Chng thng rt c hiu qu m chi ph li rt thp. Nhn vin rt mun bit liu h ang lm tt, lm km hay mc trung bnh, v vy vic bn cho h bit l rt iu quan trng.

Ghi nhn c ngha l pht hin v tha nhn nhng n lc ca nhn vin. nh gi cao l by t lng bit n n mt ngi no v hnh vi ca h. Th hin nh gi cao nhn vin bng cch tha nhn thnh tch xut sc v hnh vi bn mun khuyn khch vi cch biu t v tuyn b n gin.Mt cch khc l kt hp c ghi nhn v nh gi cao bng cch tuyn b cng khai, cm n h trc mt cc ng nghip, a ra v d c th v nhng g h lm v c tc ng tch cc n t chc.

C th s dng cc quy trnh sau y gip bn ghi nhn n lc ca nhn vin:

1. H thng th ng b ng sao Ngi qun l tng mt sao cho mt nhn vin khi tch cc lm tt mt vic. Cc sao ny sau c th c qui thnh phn thng hoc thi gian ngh. Thi v hnh vi s c nh gi bi ngi qun l hoc qua tham vn thm cc nhn vin khc. Mi tun c th c thng ti a nm sao. Ngi qun l s quyt nh trong nhng trng hp cc nhn vin c mc sn sn ging nhau. Vo cui thng, s sao thng ca mi nhn vin s c cng li v ngi no c nhiu sao nht s c nhn gii thng ca thng. Mt s thi v hnh vi c th bao gm:

ng gi V sinh c nhn Khch hng tin c Gip ng nghip trong mt nhim v c th t mc tiu trc thi hn


30

Bng 5.3.1: Th ng sao bn cho nhn vin

Mu th ng sao

Th ng sao

Tn nhn vin

S CMT

Thng 1

Thng 2

Thng 3

Thng 4

Thng 5

Thng 6

Thng 7

Thng 8

Thng 9

Thng 10

Thng 11

Thng 12

t sao v ghi cc hot ng trong cc trn

Hot ng

Tun 1 Tun 2 Tun 3 Tun 4


31

2. Gii th ng nhn vin ca thng:

Vic cng nhn cng thng nhm ti mt mc ch no . Do , mng thnh cng ca nhn vin vo cui mi thng l rt quan trng. Thc hin trao gii thng nhn vin ca thng s to ra mt np sinh hot c tnh vn ha cao ng nghip v cc nh qun l gp phn mng thnh cng ca nhn vin mi thng.

Quy trnh nh gi v phn loi nn c p dng sao cho c th xem xt 1 cch minh bch.Vui lng cung cp cc mu cho tt c ngi lao ng trong cuc hp nhn vin vo ngy 15 hng thng. Bn cng nn phn loi nhn vin cng vo ngy bng cch s dng bn photo dnh cho ngi s dng lao ng. Nh vy bn thi gian phn pht tin thng trong thng trc khi tr lng.Xc nh ngi chin thng bng cch trung bnh kt qu phn hi ca c ngi lao ng v ngi s dng lao ng xc nh s im cao nht.

Bng 5.3.2: Th ng sao bn cho ngi s dng lao ng

Th ng sao

Tn nhn vin

S CMT

Thng 1

Thng 2

Thng 3

Thng 4

Thng 5

Thng 6

Thng 7

Thng 8

Thng 9

Thng 10

Thng 11

Thng 12

t sao v ghi cc hot ng trong cc trn

Hot ng

Tun 1 Tun 2 Tun 3 Tun 4


32

Treo ln tng bng khen nhn vin ca thng, bao gm: nh ca nhn vin , tn, v tr/chc v v ngy c khen thng.Vic cng nhn cng thng nhm ti mt mc ch no . Do , mng thnh cng ca nhn vin vo cui mi thng l rt quan trng. Thc hin trao gii thng nhn vin ca thng s to ra mt np sinh hot c tnh vn ha cao ng nghip v cc nh qun l gp phn mng thnh cng ca nhn vin mi thng.

Quy trnh nh gi v phn loi nn c p dng sao cho c th xem xt 1 cch minh bch.Vui lng cung cp cc mu cho tt c ngi lao ng trong cuc hp nhn vin vo ngy 15 hng thng. Bn cng nn phn loi nhn vin cng vo ngy bng cch s dng bn photo dnh cho ngi s dng lao ng. Nh vy bn thi gian phn pht tin thng trong thng trc khi tr lng.Xc nh ngi chin thng bng cch trung bnh kt qu phn hi ca c ngi lao ng v ngi s dng lao ng xc nh s im cao nht. Treo ln tng bng khen nhn vin ca thng, bao gm: nh ca nhn vin , tn, v tr/chc v v ngy c khen thng.

Bng 5.3.3: Nhn vin ca thng bn ngi lao ng gi

Mu gii th ng nhn vin ca thng

Thng 1: Gii thng nhn vin ca thng

Bn ngi lao ng

in s phn hng nh gi t 1 n 5 (1- Km, 5- Xut sc)

Tn nhn vin

Hon thnh vo ngy th 15 ca mi thng

ng gi Hp tc sch s Tp trung phc v khch hng

Tng s


33

Bng 5.3.4: Nhn vin ca thng bn ngi s dng lao ng gi

Thng 1: Gii thng nhn vin ca thng

Bn ngi s dng lao ng

in s phn hng nh gi t 1 n 5 (1- Km, 5- Xut sc)

Tn nhn vin

Hon thnh vo ngy th 15 ca mi thng

ng gi Hp tc sch s Tp trung phc v khch hng

Tng s


34

Chng nhn nhn vin ca thng

Nhn vin ca thng

nh nhn vin

TnV tr / chc v

Ngy thngNm


35

Hng dn tp hun v th cng m ngh iv

Hnh thnh thi quen thng k


37

6. Hnh thnh thi quen thng k

6.1. Phiu chm cng nhn vin

S dng phiu chm cng v cc phng php ghi chp li cc vic lm thng nht khc ca nhn vin, gip phn nh chnh xc nhng g ang xy ra trong doanh nghip ca bn, bit nhn vin ca bn ang lm vic bao nhiu gi. m bo bn c th tr tin lm thm gi cho h, chc chn rng h ang lm theo s gi c yu cu v khng nhiu hn.

MC TIU:Cung cp thng tin v vic lu li thng tin ca ngi lao ng nh phiu chm cng, bng chm cng v lch lm vic tun Cung cp cc cng c qun l hnh chnh mt cch nht qun


Mu phiu chm cng nhn vin


38

Bng

6.1

: Phiu

ch

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39

6.2.

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40

Bng

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6.3.

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41

Bng

6.3

.2: S

gi

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i

S g

i l

m n

goi

gi

:S

gi

lm

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oi g

i

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1

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gi

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nh

n vi

n


42

6.4. Qun l hnh chnh

Danh sch kim tra v cc thng tin quan tr ng

Bng 6.4.1: Danh mc kim tra hnh chnh

Khon mc Ngy kim tra

Cn thay th lu kho

Ngy thay th

B s cu

Phiu kin khch hng

S theo di

Giy in

Giy giao vic, giy ghi chp

Bt bi v bt ch

Nh v sinh (khn tay, x phng, giy v sinh).

Quyn phiu thu, bin lai

T lnh (nc, soda, v.v cho khch)

Thng tin du lch cho khch (bn , t ri qung co)

Bng 6.4.2: L tn phi lm

Quy l tn ngn np, sch s

My tnh, bn phm, my in v my fax sch s

Tng v trn nh sch s

Qut sch s

Tranh treo v tc phm ngh thut trng by sch s

Vi v thm sch s, khng thng rch

Ca s v cc bu ca sch s

Sn nh c qut v lau chi

Sn nh thng thong, khng c chng ngi vt

dng c phi bi v gi sch s

Cy c ti v ct ta.

n chiu v thp sng sch s, bng n khng chy

Thng ng rc sch v rng.

Khc


43

6.5. Phn hi ca khch hng

kin khch hng

Bng 6.5: Phiu kin khch hng

Chng ti ti [I N TN CNG TY] quan tm n nhng g qu khch ngh v sn phm v dch v ca chng ti. Chng ti trn trng nhng thng tin v phn hi ca qu khch v nh gi cao vic qu khch dnh mt cht thi gian in vo phiu nhn xt ny v th n vo hp kin khch hng hoc gi qua ng bu in cho chng ti.

Bn nh gi th no v cht lng thc phm v dch v?

Vui lng cho bit nh gi tng th ca bn.

kin:

kin:

Bng 6.4.3: Cc s in thoi quan tr ng

Ngi ch:

Qun l:

Nhn vin

Cnh st:

Cu ha:

Bc s:

Cu thng:

Bnh vin

Nh thuc

Cc nh cung cp:

Cung cp dch v internet:

Cng ty in:

Cung cp gas:

Cng ty nc:

t thu:

Taxi/xe tc tc:

Cc cng ty du lch

S in thai khc:

Mu phiu ny cn c s dng c ci nhn su sc t nhng tri nghim ca khch hng v nhng im mnh, im yu. Hy cung cp mu phiu cho khong 10 phn trm khch hng bn phc v mi ba (tra v ti).

Km Di trung bnh

Trntrung bnh

Xut sc

Trung bnh


44

Vui lng nh gi v mc thn thin ca nhn vin.

Vui lng nh gi s sch s ca nh hng.

kin:

kin:

Bn s gii thiu v chng ti cho ngi khc nh th no?

Hy chia s suy ngh ca bn v nhng g chng ti c th lm ci thin tt hn.

Nu bn mun lin lc trc tip, xin vui lng cung cp cc thng tin sau.

Tn:

a ch:

Email:

S in thoi:

Hnh thc lin h: in thoi email

kin:

kin:


45

Hng dn tp hun v th cng m ngh 6

Danh ting, cung cp dch v v gi tr gia tng


47

7. Danh ting, cung cp dch v v gi tr gia tng

7.1. K nng phc v khch hng m m i nhn vin u cn

1. Kin nhn Nu bn phi giao dch vi khch hng mi ngy, ht sc bnh tnh khi h gp vn , cm thy kh chu. Hy dnh thi gian hiu h mun g khch hng thch nhn dch v tt thay v vi v b i.

2. Ch tm Kh nng thc s lng nghe khch hng ng vai tr quan trng trong vic cung cp dch v tt. iu quan trng l phi ch n tng khch hng v n phn hi m bn nhn c.

3. K nng giao tip r rng Khi cp n nhng iu quan trng, iu quan trng l phi rt r rng vi khch hng. iu ny s gip trnh nhm ln hoc hiu lm. Qu thn trng s tt hn l qu t tin khi ni chuyn vi khch hng m bo rng bn chc chn v nhng g bn ni.

4. Kin thc v thc n v dch v h tr khch hng c tt bn phi bit rt r v thc n v dch v. Khng phi ai cng cn bit r mi chi tit, nhng nn bit s s v mi mn n.

5. Kh nng s dng ngn ng tch cc Hy nh s dng ngn ng c tnh tch cc khi tng tc vi khch hng. V d, khng ni ngn ng khng tch cc nh: "Ti khng th ly th cho ng ngay by gi c; n khng c sn ti thi im ny", m dng ngn ng tch cc nh: "Ti xin li, nhng chng ti khng c nhng nguyn liu cho mn ny, nhng ti c th ngh mt mn khc thay th. "

6. K nng ng kchK nng ng kch c bn gip bn duy tr s tch cc v vui v khi tng tc vi khch hng kh tnh. Thng thng con ngi ta c th kh chu do tnh hnh vt ngoi tm kim sot,

MC TIU:Cung cp cc hng dn bo m nhn vin duy tr tp trung vo khch hng, ch ti nhu cu ca h v lch s khi phc v Tm cch gii quyt i vi khch hng kh tnh Cung cp thng tin v vic phc v ngi khuyt tt Tm cch to thm gi tr thng qua cc lp nu n hoc bn mua mang v



48

nn quan trng l duy tr c quan im cung cp dch v mt cch thoi mi, vui v khi tng tc vi khch hng.

7. K nng lm ch thi gianBn cn phi bit trong trng hp nh th no bn khng th gip mt khch hng; nu khng bn s lm lng ph thi gian ca c bn v khch hng. Nu bn khng bit cch gii quyt mt vn , tt nht l a khch hng n gp ngi c th gip c.

8. Kh nng c c tm trng khch hngNhn v nghe thy c nhng biu hin v tm trng hin ti, mc kin nhn, c tnh ca khch hng v.v iu ny s ci thin tng tc ca bn vi h.

9. Bnh t nh Nhng ngi lm dch v khch hng tt nht l ngi bit gi bnh tnh trong mi tnh hung. H cn phi bnh tnh c th gii quyt vn cho khch hng, nhng ngi c th ang b bi ri, chong ngp trong bi cnh hin ti.

10. Kh nng x l nhng bt ng Ai? Cn c ai bn c th hi khi khng chc chn. Bn cnh ngi qun l, cng cn c ai na bn c th yu cu gip . Bit r trc khi c bt ng xy ra, s hu ch cho bn x l tnh hung bt ng. Ci g? Quan trng l bit thng tin g cn chuyn ti khi bn thng bo, ngh h tr gii quyt tnh hung bt ng. Lm th no? Khi cn gip t ngi khc, lm th no bn lin lc c vi anh ta hoc c ta?

11. Kh nng kt thc s vic Lin quan n kh nng gii quyt vn ca bn. Vic bn sn sng kt thc s vic cho khch hng thy 3 iu rt quan trng:

Rng bn quan tm tm hiu ng s vic Rng bn sn sng tip tc cho n khi hiu ng s vic Rng khch hng l ngi quyt nh ci g l tt nht

12. S n sng h c hi Sn sng hc hi v sa cha t nhng sai lm l rt quan trng tr thnh ngi cung cp dch v khch hng tt hn.

7.2. Xy dng mt chng trnh dy nu n

T chc cc lp dy nu n c th l mt cch kim tin khc. N cng gip tng cng nhn thc v ngh thut v phong cch nu n ca bn. Phn ny bao gm mt quy trnh tng bc t chc mt lp hc, nhng mi bc u c cc hot ng hon thnh mc tiu t chc lp. Cch tip cn c p dng sau y theo quan im m rng, b sung cho kinh doanh ca bn v mi bc s c m rng trong cc phn sau.

Bc 1: Xc nh cc mn n c chi ph thp v nguyn liu d kim Cn c trn thc n ca bn, xc nh cc mn n vi nguyn liu c sn ch.


49

Trao i vi khch hng (ngi nc ngoi) nu nguyn liu ny c th mua c cc ca hng ti a phng h. Phn ln nhng ngi nc ngoi tham gia chng trnh s mun lm li mn n ca t nc h cho bn b v gia nh thng thc.S dng cc dng c o lng p dng ton cu nh cc, gram v lt (theo h mt) khi hng dn cho nhng ngi tham gia.

Bc 2: Xy dng chng trnh ging dy Xy dng chng trnh ging dy da trn kh nng ngun nhn lc v chin lc u t ca bn.Xc nh cc i th cnh tranh trong khu vc v nh gi kha hc trn c s thi gian v ni dung.Cho d bn xy dng chng trnh dy nu n di 3, 5, hoc 10 ngy, th mi bi hc cng khng nn ko di qu 3,5 gi v c ngh gii lao 30 pht. Cc kha hc nn nhm vo i tng khch hng trn phm vi rng vi kh nng nu n cc mc khc nhau (s cp, trung cp, thnh tho).Qun l ni dung:

Xc nh xem mn n ca bn phc v ba no (v d ba sng, ba tra, ba ti, ba sng mun, ba tr chiu). Cc kha hc c th phn theo ch ba n (v d trong mt kha hc 3 ngy, mi ngy c th c dnh dy nu cc ba n n gin cho ba n sng, tra v ti). Cc kha hc cng c th tp trung vo mt mn n phc tp, c trng cho nh hng ca bn hay mt mn n ni ting trong vng v/hoc nc bn. Vo cui mi ngy, nhng ngi tham gia s c cung cp cng thc ca mn n vi cc chi tit v nguyn liu. Nu c th, xut nguyn liu thay th s la chn c a dng hn.Vo cui kha hc, cc thnh vin c khuyn khch t n mn h lm v gi mn do nh hng chun b.Bn c th mun ni v lch s v m t ngn gn tng mn n. S dng cc phiu nhn xt ca khch hng c thng tin phn hi.


50

Bng 7.2: Phiu nh gi v kha h c nu n

Phn hi

Chng ti ti [I N TN CNG TY] quan tm n nhng g bn ngh v kha hc ny. Chng ti trn trng nhng thng tin v phn hi ca bn v nh gi cao vic bn dnh mt cht thi gian in vo phiu nh gi ny v th n vo hp kin khch hng hoc gi qua ng bu in cho chng ti.

Loi (sn phm/dch v) c nhn

Bn nh gi th no v cht lng kha hc?

kin:

Vui lng cho bit nh gi tng th ca bn.

kin:

Km Di trung bnh

Trungbnh

Trn trung bnh

Xutsc

Ngy:

Vui lng nh gi v mc thn thin ca nhn vin.

kin:

Vui lng nh gi v mc chuyn nghip ca ging vin.

kin:

Bn s gii thiu v chng ti cho ngi khc nh th no?

kin:

Hy chia s suy ngh ca bn v nhng g chng ti c th lm tt hn.

kin:

Nu bn mun lin lc trc tip, xin vui lng cung cp thng tin sau.Tn:Email:S in thoi:

Hnh thc lin h: in thoi email


51

Bc 3: La ch n ging vin cho kha h c, ni tt ngn ng ca nhng h c vin tham gia (ting Anh, ting Php, ting Ty Ban Nha, ting Bahasa - ca ngi Indonesia v Malaysia, ting Trung Quc)

Bn c th thu ngi o to chuyn nghip lm ging vin hoc bn c th t ging dy hoc s dng nhn vin ca mnh. K nng giao tip v s phm l rt quan trng m bo nhng ngi tham gia cm thy gi tr ng tin h b ra l xng ng Nu bn thu ging vin, nn chn ngi c kinh nghim trong kinh doanh nh hng. Ging vin nn c mt ngi ca nh hng h tr trong qu trnh nu n (ra, ct, nu).Tr l kha hc tham gia minh ha ch khng phi giao tip vi hc vin. Ging vin mi l ngi chuyn ti ni dung ca kha hc. iu quan trng l trnh nhiu ngi cng ni mt lc v c th lm cho hc vin nhm lnQuan trng l chn c ging vin c kh nng thu ht s ch ca nhng ngi tham gia, c t duy kinh doanh dch v v thi nim n. Hy nh rng trong lnh vc dch v, iu quan trng l tha mn c khch hng v m bo rng h ri i vi mt n ci.

Bc 4: nh gi cho kha h c Xc nh cc chi ph lin quan n kha hc:

Chi ph vn Thu Giy php Thit b nu n Lng

Kho st gi ca i th cnh tranh a phng Kim tra ni dung kha hc v nu c th, trao i vi cc nh cung ng khc t mt khung gi trn s yu cu trc y v yu cu gn y t mc gi gii thiu cho cc kha hc

Bc 5: Qung co thng qua chi nhnh ca c quan du lch quc gia, khch sn, bo, Internet v cc t chc phi chnh ph a phng

Xc nh c th kha hc. V d: Thng thc mn n a phng Hng v t t nc bn Hiu vn ha thng qua m thc

S dng c th ca kha hc ny qung co vi khch hng tim nng. Xc nh cc khch sn t 3 sao tr ln v khch hng ca cc khch sn ny s c nhu cu v kh nng chi tr tham gia kha hc. Lm t ri, p phch v tp qung co c thng tin v chng trnh ging dy, gi c v thng tin lin h. Phn phi cc t ri qung co ti vn phng du lch quc gia, cc t chc phi chnh ph, khch sn v bt c ni no quan tm


52

7.3. Lm cc m t hng mua mang i

Bc 1: Xc nh cc mn n c th ng gi vo hp nh tin dng

Bc 2: Xc nh nhng ngi bn l c kinh nghim bo qun thc phm phc v bn l

Bc 3: Qung co mt hng mua mang i v mi khch hng la chn mua mang v cc mn cha hon chnh

Bc 4: Tnh thm tin cho vic s dng cc ng mang v tr khi khch hng s dng hp ng ca h

Bc 5: m bo rng cc hp ng l ph hp (ph hp vi khi lng v loi thc phm)

Bc 6: Hy hi khch hng nu h mun dng hp ng mt ln hoc h mun s dng hp ring ca h.

Bc 7: Hy hi khch hng nu h mun dng dng c nu n mt ln hoc nu h mun s dng ring ca h. Bc 8: Hy hi khch hng nu h mun mt khn n.

7.4. Phc v khch hng khuyt tt

Ngi khuyt tt, nh tt c mi ngi s cng gia nh v bn b, i du lch, i mua sm, kinh doanh, tham gia vo cc hot ng trong cng ng, gi con n trng hc v tham d cc s kin ca trng. Bng cch cung cp cc dch v cho n ngi khuyt tt, bn c th cung cp dch v tt hn cho tt c mi ngi. i x vi tt c mi ngi n vi nh hng ca bn vi s tn trng v lch s l tm im ca mt dch v khch hng tuyt ho. Di y l mt s cch bn c th cung cp dch v tt hn cho khch hng khuyt tt:

Cung cp nhng tin nghi phc v ngi khuyt tt trong nh hng ca bn (v d lm ng dc thoai thoi thay v bc thang, phng v sinh ph hp vi ngi khuyt tt).ng gi nh v khuyt tt, loi khuyt tt ca khch hng.Mt s ngi khuyt tt khng nhn thy c. Hy dnh thi gian tm hiu nhu cu ca khch hng.Nu bn khng chc phi lm g, hy hi khch hng, "ti c th gip bn th no?"Nu bn khng th hiu c ngi khc ni g, ch cn lch s hi li.Hy hi trc khi bn c nh gip , khng nn t nhin nhy vo gip. Khch hng khuyt tt bit khi no h cn gip v bn c th gip th no.Nhn vo khch hng ca bn, nhng ng nhn chm chm. Hy ni chuyn trc tip vi ngi khuyt tt, ng ni vi ngi i cng h hoc thng dch vin ca h.ng chm vo hoc ch tm n nhng con vt, chng ta ang lm vic v phi lun ch .Hy yu cu h cho php trc khi chm vo xe ln hoc vo cc thit b lin quan.

ILO - ASEAN Small Business Compeliiveness Progamme

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HƯỚNG DẪN THỰC HÀNH KINH DOANH NHÀ HÀNG VÀ …sustain.pata.org/wp-content/uploads/2015/12/10-Restaurant-GPG-1.pdf · muốn trở thành doanh nhân (AE). Học viên sẽ