乐购执法访店作业规范手册PPT课件.ppt

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 munication 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 pany.
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 plaint/media visiting with enforcement bodies' involvement
排除:
Out of scope
消费者投诉
plaint
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 munication 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. .
Work with Store Government Liaison Officer for enforcement munication.
Immediate
Related Department
Head
Mall Mgr
Regional Legal &
Compliance Mgr
TLT
Regional Leg