1, use
In order to standardize the operation of each department, unify the operation standards and norms, improve the quality of the company's business, and formulate the basic requirements for the operation and improvement of each link in combination with the actual situation of the company, this system is specially formulated.
2. Scope of application
This system is applicable to all employees of the company's operation department and all management departments.
3, operation specification
3. 1 warehousing operation specification
3. 1. 1 Goods entering and leaving the company's general warehouse
3. 1. 1. 1 After receiving the goods notice, check whether the goods in the document are complete. If there is any discrepancy, notify the customer service department to contact the upstream customers in time to solve it.
3. 1. 1.2 Scan the barcode of goods for warehousing, establish an inventory ledger and update the financial inventory.
3. 1. 1.3 After the order is reviewed, it shall be checked with the customer service department and stacked according to the delivery area.
3. 1. 1.4 Put the courier list above the area.
3. 1. 1.5 Packing, loading and delivery.
3. 1. 1.6 All confirmed goods shall be delivered out of the warehouse on the same day and sent to the delivery sub-station corresponding to the destination of the express delivery list.
3. 1.2 packing and handling operations
3. 1.2. 1 If the incoming goods are single goods, they should be packed in a centralized manner by region.
3. 1.2.2 If it is bulk goods, it shall be distributed, sorted, inspected and packaged into single pieces according to the express delivery details, and then distributed and packaged into centralized boxes according to regions.
3. 1.2.3 For secondary packaging into centralized boxes, carefully check the sequence and the quantity of stacked goods, seal the boxes after weighing them correctly, and record the weight on the invoice.
3. 1.2.4 According to the specific conditions of the goods, choose fiber bags, cartons, wooden frames and other packaging. See table 1 and table 2 for specific packaging principles.
Table 1
Specific requirements of packaging category
Packed in cartons 1. Internal goods should be rich, not "small boxes".
2. Pure heavy goods, such as molds, large machinery, household appliances, furniture, etc.; Goods with irregular shapes and sharp edges and corners shall not be packed in paper.
Use fiber bag (film) to package 1. Internal goods are not easy to puncture the fiber bag.
2. It cannot be used for centralized packaging of small scattered goods. It is suggested to add boxes first, and then add fiber bags for packaging.
Packed in wooden frame 1. Generally, the batten thickness is 1cm~ 1.5cm, and the width is 10cm~ 12cm (that is, the batten purchased by the company shall prevail).
2. When packing wood, in order to make the wooden frame more firm, the construction method of nailing three nails into a "nail" shape is generally adopted at the interface.
3. In order to avoid injury when others touch the wooden frame, when packing the wooden frame, no part of the nail can be exposed except the nail cap, and the grown part must be hammered into the batten.
4. Single pieces with a weight above 150KG need to be supported.
Table 2
Basic packaging requirements for product names
Ceramic, glass, sanitary ware, kinescope buffer material+wooden frame/wooden box
Glass products, lamps and lanterns, buffer material concentration+carton (fragile label should be attached)
The surfaces of display cabinets, doors and windows need to be covered with packaging materials, such as sacks, fiber woven sheets, packaging films, plastic films, ropes, etc. And the outer packing needs to be made of wood.
Ceiling, sealed with marble paper
Detachable furniture cushioning material+paper
Non-detachable furniture (such as sofa, etc.). ) Cushion material+carton or fiber bag
Cushion material of classical art furniture+wooden frame/box
"LCD TV" and "LCD monitor" are not packaged in the original factory, and the outer packaging needs wood.
Irregular textiles, textiles, long fiber bags (paper/film).
Irregular mechanical cargo wooden frame
Precision instruments must be packed in fully enclosed wooden cases.
Airway carton packaging needs packaging tape marked "good" or "weak".
If several small pieces of goods need to be packed into one, they should not be directly tied together with adhesive tape or packing tape, but must be packed into a complete goods with fiber bags or cartons.
Goods with a single piece ≤ 0.0 1.5m3 shall be packed in small fiber bags or No.6 cartons.
Single piece 50kg or carton bottom area ≥ 0.5m2 plus packing tape or fiber bag.
Single piece ≥80kg or bottom area ≥ 1m2.
Goods whose single piece is less than or equal to ≤0.5m3 and whose outer packaging is damaged shall be added with fiber bags or wrapped with packaging film.
Special note: 1. It is forbidden to collect and transport naked goods (tires, pallets, except those with packaging materials);
3. 1.2.5 loading standard: follow the principle of "inside first, then outside" and carry the goods according to the principle of ordering, just like carrying your own TV;
3. 1.2.6 unloading standard: the principle of loading first, loading later, loading first, loading later and ordering.
3. 1.2.7 stacking standard of goods: the principle that the label is outward, the weight is not heavy, the weight is not light, the wood is not pressed against the paper, and the stacking is neat and stable, and it cannot be inverted.
3. 1.2.8 handle the goods with care, and it is forbidden to step on the goods, drop the goods, break the board, sit on the goods, throw the goods and lift the goods; It is forbidden to throw, load, unload or move the goods, and it is forbidden to trample, sit and lie down on the goods and other acts that damage the goods.
Note: In the process of cargo handling, when leaving hands or tools, the height from the impact point is more than 30CM (about the position of two fists), or the length from the impact point is more than 60CM (about one step away), which is regarded as throwing goods.
3. 1.2.9 Overweight and oversized goods should be packed in the innermost compartment as far as possible.
3. 1.2. 10 loading sequence
The loading sequence must be offset-cross-regional special line-regional special line-truck cargo-valuables.
3. 1.3 Special cargo operation
3. 1.3. 1 If the goods are plate-shaped (such as doors, windows, billboards, etc.). ) and can be placed firmly, they need to be placed firmly against the pillars or walls and the inner wall of the trunk to reduce unnecessary damage to the goods;
3. 1.3.2 For some heavy goods, large-volume goods, glass, slate, iron plate, etc. What is not suitable for handling with a motorized forklift needs to be commanded by a special person, and must be kept at a certain interval and in step;
3. 1.3.3 Wear gloves when handling fragile items such as glass doors and windows, slates, and exposed machinery and hardware products that are easy to scratch your hands, and pay attention to prevent scratches. In the process of pulling a cart, the speed should not be too fast;
3. 1.3.4 Try not to put fragile articles under the carriage and beside the wagons, avoid being close to hard objects and goods with irregular packaging, and prevent collision and damage; Goods with a single piece exceeding 100KG shall not be placed above fragile articles;
3. 1.3.5 If damaged and wet goods are found, they should be repaired or repackaged in time, and the abnormal situation should be indicated on the list, and the expenses incurred should be charged according to the relevant charging standards.
3. 1.3.6 Pay attention to the size or structure of the goods when operating the forklift.
3. 1.4 Inventory return operation
3. 1.4.65438+ Conduct periodic inventory (daily), regular inventory (8th of each month) and temporary inventory (according to actual conditions) as required.
3. 1.4.2 Analyze the causes of inventory variance, conduct clearance and return management, and designate special personnel in the warehouse to be responsible for clearance and return (the warehouse keeper or site supervisor is responsible for the distribution and distribution of each sub-site).
3. 1.4.3 The distribution warehouse of each substation updates the inventory data in real time according to the feedback information (appropriate delivery, re-delivery, rejection) issued by the dispatcher.
3. 1.4.4 The customer service department sends a return notice to each sub-station according to the rejection information, and each sub-station will distribute the goods to the sub-station distribution warehouse the day after the return notice is sent out and return them to the company's general warehouse.
3. 1.4.5 The general warehouse of the company summarizes the rejected returns of each site distribution and sub-warehouse, prepares a return inventory report and submits it to the customer service department.
3. 1.4.6 The general warehouse of the company is returned twice a week; All the goods rejected in the current month will be returned to the upstream customers before the end of next month.
3.2 Delivery operation specification
3.2. 1 According to the flow direction of parts, each site supervisor shall reasonably divide the delivery area and equip corresponding personnel for delivery.
3.2.2 After receiving the goods and scanning them into the warehouse according to the bill, each substation will leave the warehouse before 9: 00 every day and distribute them to the dispatchers in the corresponding areas.
3.2.3 The dispatcher fills in the registration form of Chengyao Express and receives the order and goods.
3.2.4 Contact customers before delivery. If the phone number is unavailable, power is cut off, the phone is turned off, the address is unknown, and the customer is out, the bill will be returned to the warehouse and the customer service department for handling.
3.2.5 In the delivery process, if the end customer is dissatisfied with the product quality and after-sales service of the upstream customer, or the commitment of the upstream customer is inconsistent with the delivery order, the customer service department will contact the upstream customer on the spot for communication and handling.
3.2.6 After delivery, the rejected goods shall be signed by the final customer for confirmation, and returned to the warehouse on the same day, and returned to the warehouse on the same day with the signature of the consignor and on-site warehouse keeper (or on-site supervisor);
3.2.7 The delivery of appropriate bills shall follow the principle of "no money, no goods" and require the end customer to pay the full payment.
3.2.8 Delivery time limit requirements of each substation: delivery within 24 hours in urban areas; Suburb: delivered within 48 hours; Remote: delivered within 72 hours.
3.2.9 The site receives the bill of the delivery area outside the site, such as the wrong area, the change of delivery destination by the end customer, etc., and feeds it back to the customer service; After being reviewed by customer service, the goods will be sent to the corresponding site of the delivery destination.
3.3 Customer service information feedback processing operation specification
3.3. 1 Receive the billing information of upstream customers, check the actual delivery quantity, import it into Chengyao logistics operation system, and enter the relevant information of express delivery details.
3.3.2 In automatic warehouse allocation, if the destination warehouse is not clear, the warehouse allocation is completed manually according to the delivery address.
3.3.3 After the warehouse is divided, check with the general warehouse of the company according to the address and quantity, and issue a delivery notice after confirmation.
3.3.4 After the delivery of the order, the customer service department tracks the delivery of the order all the way, and urges the delivery personnel to deliver the goods in time and feed back the information.
3.3.5 For the resubmitted or rejected orders, timely send a return notice to each sub-site, and call back the resubmitted or rejected orders to confirm that the information is accurate.
3.3.6 In case of loss, shortage, damage or failure to operate according to the regulations of the upstream customers, the customer service department shall contact the upstream customers to communicate and negotiate the compensation scheme.
3.3.7 Classify and summarize the delivery information fed back by each sub-site every day, and feed back the appropriate payment amount to the Finance Department.
3.3.8 After receiving the consultation and complaint instructions from upstream customers and end customers, the customer service department should report the unresolved related problems to the superior leaders in time, and reply the processing results to the customers seriously and responsibly.
3.4 Withdrawal Operation Specification
3.4. 1 After the dispatcher makes an appropriate investment, count the payment of the end customer, confirm the payment amount, and distinguish the authenticity.
3.4.2 The money collected by the dispatcher on the same day shall be filled in the On-site Cash Handover Form and submitted to the on-site supervisor, who will remit it to the company account before 12: 00 the next day, and summarize the daily payment report and submit it to the finance department.
3.4.3 The financial department of the company checks the feedback information in Chengyao logistics system, and after confirmation by the customer service department, checks the daily payment amount of each sub-site. If any abnormality is found, it informs the operation department and reports to the superior leader.
3.4.4 The customer service department shall settle the fees with the upstream customers every 2 -3 days. After both parties sign and confirm, submit the statement to the finance department.
3.5 Operating Specifications in Abnormal Conditions
Abnormal situations such as absconding with money, casualties, lost parts (irresistible factors) are reported to the operation department, and an ad hoc group is set up according to the severity of the situation, and a phone call is made for filing, which is recorded by the customer service.