员工手册 精品 (2).docx

员工手册 Employee Handbook 目 录/ ContentsChapter 1: 公司企业文化 Corporate Culture Chapter 2: 电脑管理规定 puter ManagementChapter 3: 文件修订管理 Documents and Revision Management Chapter 4: Phone and Mail Protocol电话邮箱管理 Chapter 5: File Backup Procedure 文件备份Chapter 6: Instant Messaging and Leisure puter Use Protocol合理的电脑管理协议 Chapter 7: Time and Task Management Tools Protocol 时间和任务管理工具草案 Chapter 8: Office Security Protocol办公室安全条款 Chapter 9: Project Security Protocol 项目安全协议 Chapter 10: Office Environment Protocol 办公室环境管理草案 Chapter 11: Visitors and Transportation Policies办公室来访者管理协议Chapter 12: Ethics行为道德规范Charter 13: HR ManagementChapter 14: Final mentsChapter 1: 公司企业文化 Corporate Culture 1.1: 介绍企业文化/ Introduction to Corporate Culture 帕森杰的发展归结于来自中国和国外的不同成员组成的团队，观念和机遇。公司的文化目标是保持 跨国界文化的工作环境， 建立一个专业的贸易管理和项目管理的环境。 PassageMakers success can be attributed to its mix of people, ideas, and opportunities in both China and the West. Our corporate culture goal is to maintain our “bi-cultural family style” work environment while building a foundation of professional business management and project management. 1.2: 目标陈述 Mission Statement: 在信任、透明、友好的基础上，帕森杰协助我们的客户在中国减少成本、确保质量和保证安全，这是公司最大的承诺。 With a foundation of trust, transparency, and unmon courteousness, PassageMaker helps our customers reduce costs, ensure quality and maintain security in China. This is a pany wide mitment. 1. 3 行为规范 Code of Ethics: 检验思想、言行的四个标准 The four-way test of things we think, say or do. n 是否实事求是？Is it the TRUTH? n 是否公正？ Is FAIR to all concerned? n 是否有利于建立良好的人际关系？Will it build GOODWILL and BETTER FRIENDSHIP? n 是否有益于集体？Will it be BENEFICIAL to all concerned? - Creed of Rotary International 1.4 管理规定 Guiding Principles for Management “THE SYSTEM IS THE SOLUTION” 帕森杰，作为一个商业体系，必须：PassageMaker, as a business model, must: 按照客户、员工、股东、供应商和贷方的期望向他们提供一致的服务。 Provide consistent value to our customers, employees, shareholders, suppliers, and lenders- beyond what they expect. 依靠整体力量而非单独依靠个人力量进行运作，换句话而言，形成最佳的运作体系，透过该体系，优秀的项目经理、调查人员和工程师能够挖掘其最大潜力，取得最大成效。 Operate under a prehensive system rather than be dependent on the skill of individuals. In other words, create the very best system through which good project managers, researchers and engineers can be leveraged to produce exceptional results. 有秩序的办公场所（管理/外观/文件）。Stand out as a place of impeccable order (management/physical appearance/ documentation). 所有工作行为按照公司的管理规定进行。Carry out all work in accordance with a well-documented Operations Manual. 向客户提供一致的可预期的建立在他们最初期望之上的服务。Deliver a uniformly predictable service to the customer which is beyond their initial expectation. 感谢您协助我们达到最终目标的努力和支持，欢迎加入帕森杰。I thank you in advance for your efforts in helping to reach our primary goal. Wele to PassageMaker. - Mike Bellamy, China Operations Director Chapter 2: 办公室管理规定 puter Management In order to present a unified and professional image to clients, guests, partners, and co-workers, please follow the munication guidelines listed here. 为了给客户、客人、合作伙伴呈现一个标准的专业的形象，请遵守以下指导方针。2.1 Morning routine:日常程序Technology plays a key role in our success, but like any tool it only works well in the hands of a skilled employee. Every day, employees should check to make sure they have the appropriate software to do the job.;高效的工作工具在我们的成功中扮演一个关键角色，只有在员工熟练的情况下才能有好的运作。 员工每天应该检查确定他们的软件是否正常工作。 When you e to the office each morning:你上班来到办公室时n Turn on your PC. If it isnt working, consult your fellow coworkers to see if there is an officewide problem. Otherwise, contact immediately. administration assistant打开电脑，如有异常情况，请教同事看是否是软件或系统问题。若不能及时解决，请直接联系行政助理，行政助理直接联系电脑工程师；n Check to make sure your phone is working properly.检查确定电话是否正常工作。n When your PC has finished loading Windows, ensure that you have the applications necessary for work. The basic applications we need are.当电脑安装完Windows，确保是否有以下基础软件：n Microsoft Office 20XX, including Word, Excel, Outlook, Access, and Powerpoint 20XX微软办公室系统，包括Word、Excel、Outlook，Access，和PowerPointn A web browser. All puters e with Internet Explorer 6 standard. IE浏览器If you do not have these applications, inform administration assistant .如果没有这些应用软件，请通知政助理，由行政助理直接联系电脑工程师n Also, you need to log in to our system to make sure you get all the latest updates from your colleagues.同样，必须登陆我们的系统，以确保得到同事的最新信息n Open Microsoft Outlook 20XX or 20XX. This is our standard email program and should be kept open at all times.打开20XX/20XX版outlook，这是我们工作中必选打开的标准邮件.n Open your web browser. Go to our ACE Project site at: https:/s5.aceproject/passagemaker/server01/login.asp?lang=EN. Log in using your assigned username and password. Consult a supervisor if you forgot yours or need one assigned. ACE software is used by our management staff to assign tasks to employees and manage projects. Your current assignments will be listed here, along with the due dates and the files you need to finish the job. You should also keep ACE Project open at all times, since the project requirements may change rapidly. 打开浏览器，点击我们的ACE项目网站： 。输入注册的用户名和密码， 如果忘记用户名或密码请咨询管理员。ACE软件用于管理和分配任务。你当前任务会与需要完成工作和任务时间一起列出。因为项目要求可能会随时改变， ACE项目栏需保持在打开状态。Your supervisor may require you to use other programs to do business (Skype, QQ, etc.). Make sure you have the latest versions of the software to prevent security breaches, and also to ensure that we can municate with our clients effectively. 如有需要用到其它软件（如：Skype、QQ、等）。请使用最新版本以确保与客户方便、快捷、安全的交流n Please refer to SOPs on puter use and Ace Project for more information.请参考标准操作程序和Ace项目方案n Do not share any of your work passwords!禁止泄密你的工作密码2.2 Email protocol:In order to ensure that PassageMakers branding is consistent, please follow the following protocol: 为了确保帕森杰名义的一致性，请遵守以下几点: 2.2.1 posing Email 邮件: n Use either Palantino Lineotype or Calibri font for email correspondence. 用Palantino Lineotype或Calibri font 的字体写电子邮件n When sending emails to clients make sure there are no Chinese characters in the subject line or message. This causes e-mail problems for clients who dont have Chinese language software. 由于国外客户没有安装中文版本软件，当发邮件给客户时确认没有中文字体，以免乱码n Change the subject line if writing about a new topic. Check that the subject line matches the email content. 检查主题是否与邮件内容一致n If replying, make a note to the subject line about what you are replying to:For example, “Client Bob” sends an email with the subject line, “Pricing status on Batteries and Screw Driver”. The subject line on your reply should read, “Re: Pricing status on Batteries and Screw Driver screwdriver pricing.” Searching for mail is easier this way.在回复邮件时，在主题栏上写上要回复的主题内容。例如：客户Bob写了一封主题为“电池和螺丝起子的价格情况”你回复时主题即为：“回复：电池和螺丝起子的价格情况”。这样方便查找邮件。n The official PassageMaker signature is in the following format: 帕森杰办公室签名用以下形式 Font Palatino Linotype, 10 pt. 字体Palatino Linotype, 10号字体 Employee Name Employee Title PassageMaker Shenzhen Luohu Shenzhen Buji Hong Kong USA (86) 755 2540 3811 fax (86) 755 2540 2897 psschina n Outlook Stationary this is unnecessary and does not look professional. Do not use it.n Outlook 页面-这个是没有必要且看起来不专业。请不用用它，只用标准的页面2.2.2 Email Content Management邮件内容管理In our workwe often have to send reportsand emails. Ifwe have to ask many questions back and forth, its not efficient. One test you can use to check if your report has enough details is to ask yourself “does my report answer these questions who, what, when, where, how much/how many, and why?”在我们工作当中经常会发送报告和邮件。如果经常反复问许多问题，效率是不好的。试问自己在报告中是否全面阐述所有的问题 “和谁？什么事？什么时候？什么地点？数量？和原因？”Who?谁？n Dont say “the supplier”, give the suppliers name称呼供应商的名字而不是“供应商”What?什么事？n Which part are you talking about? Be sure to use the correct part name.讨论哪个部份，使用正确名称？When?什么时候？n Always give specific dates - DO NOT say “later”, “after a few days”, “next week”, etc始终给一个确切的时间而不是“稍后，几天后，下周等模糊时间”Where?什么地点？n If you need to visit a supplier, or your introducing a new supplier, include where the supplier is located如果你要去拜访或引介一个供应商，弄清这个供应商的具体位置。How much/how many?数量？n Make sure your numbers are correct.确保数值正确Why?原因n This often the most important question, and the customer always wants to know the reasons, so be sure you include them in your email report确保邮件内容写明了原因，这是客户通常想知道的也是最重要的问题。n Why is the price increasing?为什么价格增加n Why cant the supplier meet the requirement?为什么供应商达不到要求n Why are the samples late? Etc.为什么推迟交样品？等等Example of a bad report:糟糕报告之例n “The supplier told me they need to raise the price by 10%. Theyll give us the samples later.”供应商告诉我他们需要增加10%的价格，晚些给我们样品.Example of a good report:良好报告之例n “The supplier, XuHui, needs to raise the price for the nylon End Caps from the original 15rmb/pc to a new price of 16.5rmb/pc because the scrap rate is too high (15% scrap). Theyre still making the 10 samples and will give them to us on 4/10. The attached RFQ shows the original and new prices.供应商“旭辉”需要提高价格，由于原材料尼龙从15rmb/块提高到了16.5rmb/块。10个样品将10月4号寄给我们。附件RFQ有原价和现价对比Other suggestions:其它建议n Try to think, in advance, what questions the clientor manager will ask. Put these issues in the report in advance.提前设想客户和上司会问什么样的问题n For example, if the price went up 10%. Explain why and if you think the 10% is reasonable.例如：价格增长10%的情况下，解释原因，是否觉得合理? n There will always be problems. If you have to tell bad news, try to also give options and possible solutions.当你要说一个坏消息时，将会出现很多问题。试想给一些建议和解决方法。n if your report doesnt answer those questions, then it probably doesnt have enough details.如果报告中没有回答这些问题，报告即是不详细。n Ask yourself if this email is necessary could you resolve the question more easily and quickly via a phone call? If so, then you should probably make the phone call instead. 是否有必要发这封邮件？打电话是否更简单快捷？如果是就选择打电话的方式。n Ask yourself what the customer might think. Remember that they may not understand China; providing extra cultural or business information is helpful. 设想客户将会想什么？记住他们可能对中国不了解，传达一些文化和商务信息将对他们更有帮助。Before sending an e-mail, I will check the following: Does your response answer the questions given? Am I authorized to report directly to the client? If not sure, ask account manager first. Are the right attachments attached? Are the attachments over 2 MB? If yes, put the attachments in Zip files first. Are the attachments formatted with correct page breaks? Has the attachment been spell checked? Has the email body been spell checked? Is my point clear? Does my email avoid sarcasm and phrases that could be misinterpreted by the reader? Do I need any other people in the organization to give a 2nd opinion before I send? If I am assigning a task, can this task be put in ACE rather than send via Outlook? If yes, use ACE rather than Outlook. If the task must be sent by Outlook, n is the person I want to do something is in the “To” and the people that I would like to read the email but who dont need to do a task are in the “CC”?n Is my assigned task clearly stated in the email (“who is to do what and when”)? Review who is in the “To” and “CC” to confirm that your email does not send any sensitive information to the wrong people. If the people who will view your email dont speak Chinese, make sure a translation is provided of any Chinese language in the email and attachments. 你回复的邮件包括以下问题吗？ 我有没有被授权直接和客人联系？如果没有，要先询问客户经理的意见。 附件有没有超过2MB? 如果超过，先将文件压缩成ZIP文件。 在发一封邮件之前，我将检查如下事项： *附件格式是否有分页 *附件是否检查了拼写 *邮件是否检查了拼写 *我的观点清晰么？ *我的邮件内容是否避免了含有易被读者曲解为讽刺的语言和句子？ *在我发送邮件之前，是否有需要其他人发表第2意见？ *在分配一个任务时，如果任务能否放到ACE而不是通过OUTLOOK，如果可以就用ACE. *如果发出任务必须通过OUTLOOK， -任务接收者即邮件接收者，抄送者只需阅读参考. -我委派的任务是否清晰的陈述了（谁做什么，什么时候完成） *检验确认任务接收者和阅读者避免发错敏感信息 *如邮件接收者不懂中文，确认附件里提供翻译的电子文档2.2.3 Email Set-up Procedure: n In Outlook 20XX or 20XX, go to the menu bar and select “Tools”, then “Email accounts” n If adding a new email account, select “add a new email account”. Otherwise select “view or change existing email accounts”. n If adding a new email account, select “POP3” n User Name should be the first and last name of the PassageMaker employee n Email address is the email address provided by the Services Manager. It should end with either psschina or pfactories n Ining (POP3) mail server can be chosen from: Mail.psschina Mail.abchk Mail2.abchk Mail4.abchk Mail6.abchk Mail8.abchk Outgoing (SMTP) server can be either: Smtp.abchk Smtp.psschina n Logon information should be: n Username same as the email addressn Password should be supplied by the Services Manager n Go to “More settings” and do the following: Under “outgoing server”, enable the checkbox “My outgoing server requires authentication”. Make sure that “Use the same settings as my ining server” is selected. Under “advanced”, adjust the Outgoing server number (normally 25) to 465. Finish the set-up dialog box. Click “send and receive”, see if there are any error messages. n Do not use the “Test account settings” option in the “Email accounts” dialog box, as it does not produce accurate results with our server. 2.2.4 Email Troubleshooting Protocol 导致邮箱故障处理Sometimes, our email server is a little strange. Usually (due to problems from the Net Nanny / Great Firewall of China), the settings that worked on your email last week will no longer work for a while. The good news is that this is pretty easy to fix, you just have to switch your server settings. Here are the ining mail servers we can use: Mail.psschina Mail.abchk Mail2.abchkMail3.abchk Mail4.abchk Mail5.abchk Mail6.abchk Mail7.abchk Mail8.abchkn Please note that these sometimes work with or without SSL. Its best to try both settings until you find one that works. Go to “Tools” = “Email Accounts” = (your psschina or pfactories email account) = “More settings” = “Advanced Settings” - click on the box under POP3 that says “This server requires an encrypted connection (SSL)”) n Sometimes, our outgoing mail server (smtp.psschina) has problems. n The best way to fix this (in Outlook) is: n “Tools” = “Email Accounts” = (your psschina email account) = “More settings” = “Advanced Settings” n On that screen, there is an option to change the server port numbers. n Change the server port number to 465 (just type it in). n The usual port number is 25. n If 25 isnt working, try 465. If 465 isnt working, try 25. n For more information, check here: If youve tried everything above, and nothing is working, check the ABCHK (our email provider) website here: . You can also email them at . Chapter 3: 文件修订管理 Documents and Revision Management 3.1 Basic Guidelinesn If you need to write a letter or print a fax, use the latest revision of the General Letterhead and Fax template. 如需写信或打印传真，请使用最新版本的信件和传真格式。 n When saving a document (Word, Excel, PDF, etc.), write the client name and project name, then an underscore (“_”) and the date in MMDDYY format, another underscore, revision number then your initials. 保存文档（Word, Excel, PDF, 等.）需写上客户名称和项目名称，加下划线，之后写上日期年月再加上下划线、修改号和姓名大写字母n For example, if on May 22, 20XX, you were saving a quote sheet for our client pany “Bob Corp” and the project was an electric screwdriver, the file name should be like this: “Bob Corp Electric Screwdriver Quote Sheet_052207_rev1_DW” n 例如，保存报价单，20XX年5月22日，项目是电子螺丝起子，客户是”Bob Corp”, 文件名应为：Bob Corp 电子螺丝起子报价单_052207_rev1_DW n This revision information should be present on BOTH the file name and at the top left corner of the document. 该修改信息应体现在文件名和文件的左上角n If the client name or project name is confidential, use a client-approved code name instead.如客户名称和项目名称是保密的， 用客户确认的代码替代。n Spell check please run an English-language spell check on your documents before sending out to managers and clients. 拼写检查-文件发出前请检查英文拼写。n Print check do a print preview and “page break preview” before sending out to managers and clients. Make sure that Excel files are formatted to print up widthwise on only 1 page, but are still readable. 打印检查-文件发送给经理和客户之前需印前检查和纸张检查，确保横向打印的表格是否内容齐全 3.2 Template Protocol 样板草案 n To ensure you have the latest revision of a template. Download from Google each time you need to use a template. Dont save templates on your puter.为了确保你有样板的最新版本,当你需要的时候请每次从Google下载.不要把样板保存在你电脑里.n Documents on Google should be saved in the following format using English请用英语按照下列格式将文件保存在Google“TYPE . Staff Name or Position or Department . Document Titlen Here are the following types of documents: 下列是一些文件形式TEMPLATESOPFORMREFERENCEACTIVE (these are documents such as “to-do list”, “OPL” that are shared in your team) 像 to-do-list, opl 是一些共享文件2.2.1 Here is an example of how documents should be listed:下面是文件怎样排列的一个例子n SOP. all staff. 员工手册 Employee HandbookOrn “ACTIVE. Mike . To Do List”Chapter 4: Phone and Mail Protocol安全应用电话协议4.1 Making Calls n To call other extensions within our office, dial #, then the extension number. n To dial “out”, simply dial a number. n To dial an international number without limitation, dial #38, wait for a dial tone, then dial the international number, with “00” first, then the country code and number. 4.2 Receiving Calls接听电话 n Please answer the office main phone with, “Hello, thanks for calling PassageMaker or Ansenjie” 接主机电话时请说：“欢迎致电帕森杰公司或安森杰”n If the call is for you, continue in English or Chinese as appropriate. 如果接电话者是本人，请继续通话n If the call is for someone else, ask the caller to wait a minute. Make sure if that person is in our office. If they are in, transfer the call. If not, get the callers name and call back phone number. 如果被叫者是其他人，请直接帮转拨分机号，如被叫者不在办公室，告知对方后索要联系方式，交给行政助理，由行者助理通知被叫者。n If making a conference call, please follow the “Conference call checklist” template. 如果是电话会议，请遵守“电话召集名单”模版。4.3 Call Security电话信息安全管理:n As our pany grows, we have more and more potenti