乐购执法访店作业规范手册.pptVIP

乐购 Hymall SOP 使用手册 乐购 Hymall SOP 使用手册 执法部门访店作业规范 执法访店作业规范 乐购 Hymall SOP 使用手册 乐购 Hymall SOP 使用手册 文档状态 文档编号 TLT_ comm_V02 版本 2.0 版本日期 2010-03-04 撰写单位 TLT TLT_LP810001_1 执法访店作业规范Enforcement Authority Visiting SOP - LifeSpace TLT_LP810001_1 一、目的Objectives 规范乐都会商场如何接待、处理与上报执法机关的检查质询 To regulate Life Space Mall operation in dealt with enforcement authorities‘ Visiting. 在各商场、总部间就执法机关访店事件形成交流、指导、监督和改进的良好互动 To develop good communication between HQ and Mall regarding enforcement authorities’ visiting. 将行政执法风险控制在小范围内，避免对整个公司或多个门店的牵连处罚 To limit the impact of enforcement challenges to certain malls instead of whole company. 二、范围SCOPE 包括：商场发生的行政执法检查质询事件或有行政执法部门介入的消费者举报及媒体访问 In scope: Enforcement challenges or customer complaint/media visiting with enforcement bodies involvement 排除： Out of scope 消费者投诉 Customer complaint 无行政执法部门参与的媒体或非政府组织访问 Media or NGO visiting without enforcement bodies’ involvement 正面访店 Visiting with Positive result 巡查/抽检且尚未发现问题的 Visiting with no findings 三、参与人员By Who 商场政府联络官 Mall Government Liaison Officer 店总 Mall Manager 公司法律与合规部 Corporate Legal Compliance 公共事务部 Corporate Affaires 执法针对责任部门 Responsible department 贸易法规与技术部（TLT）相关成员 Trading Law Technical TLT_LP810001_1 四、执法访店作业RACI Actions When R A C I 1 Inform Store Government Liaison Officer Immediate Staff in Customer Service Counter/Staff Entrance/Mall Entrance Mall Duty Mgr —— —— 2 Dealt with enforcement officer Immediate Store Government Liaison Officer Mall Mgr Regional Legal Compliance Mgr Corporate Affaires (with the potential of media involvement) 3 Finish Enforcement Authority Escalation Form, Inform Mall mgr and report to Regional Legal Compliance Within 24 hours Store Government Liaison Officer Mall Mgr —— —— 4 Follow up communication with Enforcement Authority —— Store Government Liaison Officer Mall Mgr Regional Legal Compliance Mgr Regional Legal Compliance Mgr 5 Carry out correction next steps or/track the correction plan from HQ related department.