乐购商店街管理手册–安全与守法.doc

此文档收集于网络，如有侵权，请联系网站删除TRADING LAW & TECHNICAL贸易法规与技术 MALL MANUAL SAFE & LEGAL商店街管理手册 安全与守法For TENANTS, FOOD COURTS AND SHORT TERM LEASE HOLDERS适用于长期承租户、美食广场和短期承租户Version 1.0 Lease Management Manual Contents 商店街管理手册目录 Content目录Page Number页码Mall Management Policy商店街管理政策3Mall Management Decision Chart商店街管理决策模式图5Risk Assessment Product Rules/Operational Controls风险评估/产品规则/营运管理控制措施7What Good Looks Like好的做法9RACI11High Risk products 高风险产品12Checklists检查表15Mall Management Policy商店街管理政策Shopping mall lessee will contribute to the future growth of Tesco and enhance our offer to customers 商店街承租户一直并将继续对Tesco的进一步成长做出贡献，并增加我们所能为顾客提供的服务种类。These businesses trading within our malls could pose risks to our reputation and damage our customers by;但如果商店街发生以下情况，将会给我们的声誉带来危险，并伤害到我们的顾客：1. Selling unsafe goods销售不安全的商品2. Causing food poisoning引起食物中毒3. Causing accidents to our customers and staff, fire being the biggest risk给顾客和员工造成伤害，其中火灾是最大的风险4. Breaking consumer protection laws违反消费者保护权益的法规In Mall retailing and catering operations it will normally be possible to differentiate the lessee staff and operations from our own however enforcement authorities may be empowered to take action against Tesco as well as the lessee when things go wrong so the reputation risk remains.虽然商店街在向顾客提供销售或餐饮服务时，顾客通常能将商店街承租户的业务与我们Tesco自己的业务区分开，并且通常也能将承租户的员工与我们自己的员工区分开，但当执法机关在商店街发现问题时，执法机关除对商店街承租户采取处罚行为的同时，也可能会对我们Tesco采取相应的行动。所以，承租户不合法、不安全的行为对Tesco的声誉也将产生风险。It is Tesco Group policy to ensure that safety and legality is maintained by ensuring clear responsibilities dependant on the type of lessee, their contract and the degree of risk of their operations and the products that they sell. Tesco公司的政策，是根据不同的承租户类型、不同的承租合同、承租户不同的营运风险等级以及他们所经营的不同产品，来确定相应的、清晰的职责划分，并通过确保这些职责的实施而最终保证商店街经营活动的安全合法。This Mall Management Policy includes: 商店街管理政策包括： Definitions of the different types of lessee and what degree of control is required.对不同类型的承租户进行定义，并制定相应的管理措施 Risk assessment that determines the Product and Retail Controls needed to manage product safety.进行风险评估来确定保证产品安全所需的产品控制措施和营运控制措施 RACI and “What good looks like” to manage the lessee operation. 制定RACI和“好的样本”来管理承租户的营运When applied in country the policy needs to account for local regulation and be incorporated into Food Safety and Health and Safety Policies. 在执行这项政策的时候，需要符合当地法规，同时也要与公司的食品安全政策、健康与安全政策相结合。If implemented this policy will deliver product due diligence, protect the health and safety of all staff and customers and protect the reputation of the company. 商店街管理政策的执行，是为了实现我们的产品尽职尽责原则、保护我们员工和顾客的健康与安全、保护公司声誉的目的。Mall management decision chartThe relevant requirements should be applied depending on the outcome of the mall management decision chart and the assessment of risk. MallIs the lessee a multi national/National/Regional branded business Yes Is the lessee based in a food court with shared facilitiesNoIs the lessee based in a food court with shared facilities foods?NoYesYesNoProduct Rules: Branded Due Diligence Controlsexcept for Short Term leases selling high risk products where Tesco Brand Rules apply.Operational Standards: Food Court ControlsProduct Rules: Branded Due Diligence ControlsOperational Standards: Food Court ControlsAll leases including short term leeseesProduct Rules: Branded Due Diligence RulesOperational Standards: Tenant Operations ControlsAll leases including short term lease and RMUsProduct Rules: Branded Due Diligence Controlsexcept for Short Term leases selling high risk products where Tesco Brand Rules apply.Operational Standards: Tenant Operations Controls, also apply to RMUs Note: Self-operated Multi national/National/Regional branded businesses are considered low risk (e.g. McDonalds, KFC, Papa Johns, etc.)We will only check their infectious disease control, fire safety, and pest control by using the highlighted part of the checklists.商店街管理决策模式图按照商店街管理决策图和风险评估的结果来执行相关的要求。 商店街承租户是否为国际/国内/区域知名企业？ 是承租户是否为美食广场的承租户，并与其它美食广场的承租户共用设施？不是承租户是否为美食广场的承租户，并与其它美食广场的承租户共用设施？不是是是不是产品规则：适用“定牌产品尽职尽责规则”销售高风险产品的短期承租户除外，这类承租户执行Tesco自有品牌产品规则营运标准：适用“美食广场营运管理控制措施”产品规则：适用“定牌产品尽职尽责规则”营运标准：适用“美食广场营运管理控制措施”承租户包括短期承租户在内的所有承租户产品规则：适用“定牌产品尽职尽责规则”营运标准：适用“承租户营运管理控制措施”承租户包括短期承租户和移动展台在内的所有承租户产品规则：适用“定牌产品尽职尽责规则”销售高风险产品的短期承租户除外，这类承租户执行Tesco自有品牌产品规则营运标准：适用“承租户营运管理控制措施”，同样对移动展台有效 注：对于独立经营的国际/国内/区域知名企业（如麦当劳、肯德基、棒约翰等），被认为是低风险，我们仅对其在传染病控制、消防安全、虫害控制方面进行每年一次的检查（检查表阴影部分）。Risk Assessment风险评估Competent persons must carry out the risk assessment.必须由有资质的人员执行风险评估Competent persons will include Trading Law and Technical Reginal Compliance Manager, Mall Manager, Store Manager and Lease Manager after suitable training. The assessment will identify the risk of the product and the operational standard required and the degree of control that Tesco exercises upon lessees. 有资质的人员将包括已经接受相关培训的贸易法规与技术部的地区执行经理、招商经理/主管和店总。风险评估将确定产品存在的风险、确定所需使用的营运标准，并确定Tesco对承租户的管理等级。Product Rules产品规则Branded Due Diligence Rules定牌产品尽职尽责规则Multi-national branded suppliers and nationally recognised companies with a clear brand identity should have standards of service and product quality that are acceptable to Tesco. 顾客可以清晰识别出品牌的国际知名企业和本国知名企业，这类企业被认为已经具备了Tesco可以接受的服务标准和产品质量。They will have systems of production that will suggest a level of trust in the legality and safety of their products that will not requires testing.If Tesco staff are involved with lessees in products or services in a way that could affect safety (e.g. handling loose foods) then Food Court Operational Controls must be followed他们拥有的生产体系保证了产品的合法性和安全性，他们的产品无需进行检测。但如果由于Tesco员工涉及到承租户的产品或服务，而可能影响到安全性（比如：加工、销售散装食品），则必须按照美食广场营运管理方式进行管理。Tesco Brand RulesTesco品牌产品规则Applies to all short term lessees that are selling high risk food and are not a multi national or National branded tenant. Tesco is considered to have legal responsibilities:适用于销售高风险食品的、非国际国内知名品牌的短期承租户，Tesco对其中的风险承担法律责任。Each supplier of the lessees must be assessed and approved. 所有承租户的供应商都要经过评估并核准。Products must be approved and visually checked or tested at least twice a year to ensure compliance to safety and legality standards.Each Lessee must be informed of the product testing and why.产品必须经过批准，并且每年至少两次接受目视检查或者测试，以确保产品符合安全合法的标准。每一位承租户都必须被通知所要进行的测试以及做测试的原因。Operational Controls营运管理控制措施Tenant operational Controls承租户营运管理控制措施Applies to all Tenants and Retail Mobile Units outside food courts应用于所有承租户和美食广场外面的临时移动销售柜。Minimum amount of monitoring to ensure that the premises are being operated safely.进行基本的监督，以确保承租范围的营运安全。On opening: If no high risk products are sold then no audit is required.开业时：如果不销售高风险产品，则无需审核。On opening: If lessee sells High Risk Products then an assessment using the highlighted check sheet provided. If there is a serious risk then agree an action plan with the lessee. Ensure that a revisit is planned to follow up any “next steps”开业时：如果承租户销售高风险产品，则需要使用检查表对承租户进行风险评估。如果发现重大风险，就需要和承租户商讨出行动计划。并且安排第二次巡查，来跟进“行动计划”。Minimum Frequency of subsequent leaseholder audits: Annually for lessee that sells High Risk Products. No audits required for tenants not selling high risk foods.承租户的最低审核频率：对于销售高风险产品的承租户，每年执行一次审核。销售非高风险产品的承租户，无需审核。Food Court Controls美食广场管理控制措施All food court operations are considered high risk.美食广场的营运被认为具有高的风险。On opening: Carry out an assessment using the check sheet provided. If there is a serious risk then agree an action plan with the lessee. Ensure that a revisit is planned to follow up any “next steps”开业时：使用所提供的检查表执行评估。如果发现重大风险，就需要和承租户商讨出行动计划。并安排第二次巡查，来跟进“行动计划”。After opening the Minimum Frequency of subsequent leaseholder audits Twice a Year.开业后承租户的最低审核频率 一年两次。Each Lessee must be informed of the number of visits and why.每位承租户必须被告知审核的次数和审核的原因。Note: Increased risk will require an increase in management, monitoring, audit and review of the next steps. 注：风险的增加将需要加强管理、加强监督、增加审核频率，并增加对行动计划的检查。Increased risk may be identified by:可以由以下方面确定风险已增加：Poor hygiene standards or 卫生标准差Poor health and safety standards or 健康与安全标准差Customer complaints or 顾客投诉Being notified of an EPW by the lessee or 发现承租户需要执行产品紧急下架Accidents being reported发生事故What good looks like for all lessee except non Multi national/National lessee on a short term lease selling high risk products所有销售高风险产品的短期承租户，包括国际品牌/国内知名品牌的短期承租户，对这一类承租户的好的做法为： TLT assess high-risk lessee for safety and legality of their start up operation.在高风险承租户开始营运时，TLT对他们进行安全和合法性评估。 TLT to monitor operational standards where staff practices can directly impact Tesco operation e.g. infectious disease control and fire safety measures in mall tenants using an audit based on the highlighted sections of Checklist.当承租户员工的行为能够直接影响到Tesco的营运时，比如传染病管理和消防安全，TLT将按照检查表中阴影部分监管承租户的营运标准。TLT to monitor all operational areas where they share facilities with other lessee e.g. where lessee operates in a food court and shares facilities with other food court operators. 当某承租户与其他承租户共用设施时，TLT将监管所有的营运区域。比如：美食广场的某承租户与美食广场的其他承租户共用设施的地方。What good looks like for non Multi national/National leesee on a short term lease selling high risk products销售高风险产品的非国际品牌/国内知名品牌的短期承租户，对这一类承租户的好的做法为： Additional to the above requirements TLT to test high risk products sold by short term lease holders in line with Tesco Due Diligence Rules.除了以上要求外，TLT按照Tesco尽职管理规则，对短期承租户所销售的高风险产品进行检测。RACI for Mall Management of Safety and Legality商店街安全和合法性管理的RACIAction 行动RACI1.Appoint one or two “qualified” store leasing staff. 任命一至两名“合格的、能胜任的”门店招商人员SGMRMS2.Evaluate lessee managers ability to operate safely and legally through opening audit and review of products.评估招商经理在开业前审核和产品审查中的安全与守法方面的营运管理能力。RMSRMMTLTRCMSGM3.Include appropriate T&Cs in lease contract.制订租赁合同中适当的通用条款LMMDCSLDHead Office TLT4.Tesco brand products should be included in a testing plan. For high risk products this should be a minimum of twice a year.确保检测计划包括被认为是Tesco品牌的产品。对于高风险的产品，每年至少有两次检测。SLSSGMTLTRCMRMM5.For all lessee that sell high risk products complete an assessment visit of the management/staff/premises; use shaded areas of the checklists if a tenant operational controls, use all checks if a food court operation.完成对所有销售高风险产品的承租户在管理/员工/场地方面的评估。如果是承租户营运管理控制措施，使用检查表中的阴影部分进行评估；如果是美食广场管理，使用检查表中的所有部分进行评估。SLSSGMTLTRCMRMM6.Evaluate staff understanding of hygiene and their responsibilities评估员工的卫生意识和他们对自己相关职责的理解SLSSGMTLTRCMRMM7On going audits should be carried out on the lessee related to the original assessment and results from tests. Frequency should be related to operational risk -shaded areas only for tenants.在原始评估和检测结果的基础之上，对承租户进行持续的审核。审核频率应该按照风险等级而定 检查表中的阴影部分仅针对承租户。SLSSGMTLTRCMRMM8.For Tesco brand products and food court operations store must be able to identify lessee customer complaints and returns and report.对于Tesco品牌产品和美食广场承租户的营运，门店必须确认其顾客投诉和退货，并且上报。SLSSGMTLTRCMRMMMDFCM9.Any Product Withdraw affecting a lessee product must be actioned and clear 2 way communication system be in place between lease and MM.承租户的产品如果需要进行产品下架，下架行动必须执行。承租户和招商经理之间应建立有关下架的双向沟通机制。SLSSGMHead Office TLTRetail SupportRMSTLTRCM10.Termination of lease if unacceptable safety or reputational risk to business如果承租户的安全存在隐患或者对Tesco的声誉存在风险，租赁则必须终止。RMSRMMSGMLDTLTRCM ROOLM:Legal Manager 法务经理LD: Lease Director 招商总监RMM: Regional Mall Manager 区招商经理RMS:Regional Mall Supervisor区招商主管SLS:Store Leasing Staff 门店招商人员MDCS:Mall Development Contract Specialist 招商部合同专员MDFCM:Mall Development Food-Court Manager招商部美食广场主管ROO:Regional Operation Officer 区营运长SGM: Store General Manager 店总TLTRCM: Trading Law and Technical Regional Compliance Manager 贸易法规与技术店群执行经理* High Risk Products高风险产品 Prepared fruit and vegetables蔬果 Salads and Pre-packed salads色拉和预包装的色拉 Chilled dressings and dips冷藏调味品 Short-life and chilled cakes保鲜时间短的冷藏蛋糕 All products baked in store店内烘焙的商品 Catering operations食堂 Pate肉饼 Chilled ready to eat snacks and pies 冷藏即食小吃和糕饼 Fresh and frozen raw meat/fish/poultry新鲜和冰冻的肉/鱼/家禽 Raw processed meat products生肉制品 Fresh fish/ Fresh cooked fish products鲜鱼/鲜鱼制品 Fresh cream cakes鲜奶油蛋糕 Sandwiches三明治 Cooked meats 熟肉 Chilled ready meals冷藏即食餐 Frozen desserts冰冻甜点 Ice cream冰淇淋 Yoghurts/Fromage Frais酸奶/奶酪 Chilled pizza/Frozen pizza冷藏比萨/冰冻比萨 Bacon slices/ joints/steak火腿肉片/骨头/牛排 Chilled Ready to Cook pies冰藏糕饼 Pasteurised milk and cream无菌牛奶和奶油 Canned or bottled savoury pastes罐装或瓶装的开胃菜 Frozen ready meals冰冻即食餐 Frozen pies, savouries and snacks 冰冻派，开胃菜和零食 Canned meat and fish罐装肉和鱼 Freshly squeezed fruit juice鲜榨水果汁 Soft cheese/ unpasteurized软奶酪/未经灭菌处理的奶酪 Eggs蛋 Medicines药 Toys /Games玩具/游戏 Sanitary products-tampons卫生用品 卫生棉Checklists 检查表The Checklists below can be used to monitor all types of leased premises. Copies of the checklists to be kept by both parties. Next steps and the date of the next assessment or /re-visit will be agreed at the end of each visit. 以下检查表可用作监控所有类型的承租户。检查表复印件可由双方保管。行动计划和下一次审核日期/再审核日期将在每次审核结束时商议。Lessee Unit Number Date Name of Tesco Manager Name of Lessee承租户编号日期Tesco检查人员姓名承租户姓名Food Hygiene Checklist食品安全检查表 What Good Looks Like好的样本 R/GPersonal Hygiene人员卫生Staff are wearing clean uniform or clothes and apron员工穿着干净的工作服，或干净的衣服和围裙Hair tied back and covered with hat头发往后梳理并用帽子盖住No large jewellery or jewellery with stones 无大件饰物或者带宝石的饰物No staff with painted nails无员工涂指甲油Hands washed after the toilet and between handling raw and cooked food上厕所后洗手以及在处理生/熟食品交替的时候洗手Infectious disease control procedure in place传染病控制程序已建立Staff training员工培训All staff trained in basic food hygiene. Records kept of training and re-training dates所有员工接受过基本食品卫生培训。保留培训时间和再培训时间的纪录Temperature Control温度控制All hot food adequately cooked and displayed above 65 deg C or controlled display time less than 2 hours所有熟食都充分煮熟，并保证陈列温度高于65度，或陈列时间控制在2小时内All cold food below 8 deg C or controlled for less than 4 hours所有冷藏食品陈列温度低于8度，或陈列时间控制在4小时内Temperature of refrigerators checked regularly冷柜温度定期接受检查Cleaning and maintenance清洁和保养All food surfaces are clean and in good repair 所有的食品接触表面保持干净All floors and walls clean and in good repair, no food waste underneath counters or on floor所有的地面和墙壁保持整洁，在台面下面或地面上没有废弃食物。Written cleaning programme saying when cleaning is done在清洁结束后记录清洁项目Cleaning equipment available, clean and in good condition保证清洁工具的提供、洁净以及状态良好。Water, detergent and sanitizer available for cleaning清洁用水、清洁剂和消毒剂供应到位Soap and towels or hot air dryer available at hand wash basin洗手池边提供肥皂、毛巾或烘干机Extract ventilation filters and ducts cleaned regularly to prevent grease accumulation经常清洗排油烟机的滤网和管道，以预防油脂堆积。Raw /Cooked Separation生/熟分离All raw foods and raw food handling equipment stored separately from cooked food所有的生食物和生食物操作工具与熟食分开存放Raw food displayed separately from cooked ready to eat food生食物与熟食分开陈列销售Stock Rotation库存周转All ingredients to have a Use By or Best Before Code所有的调味配料都需要有保质期All food within code, first in , first out. All food on display is fresh and good quality所有食品必须有保质期，遵循先进先出。所有食品必须是新鲜的、合格的Storage Areas仓库All food stored off the floor and away from walls 所有的食品在存放时离开地面和墙壁All floors and shelves clean 地面和所有货架保持干净All packaging in good condition 所有的包装状态良好Refuse垃圾All food waste in covered containers所有的废弃食品要放在有盖子的垃圾桶内No excess waste in the area. Waste taken to agreed area at least twice a day垃圾桶内无过量垃圾。垃圾运到指定位置，每日至少清空两次。Pest Control虫害控制Contractor able to inspect adequately. No previously unreported pest problems seen虫害服务商定期检查。没有发现原来未报告的新的虫害问题。Pests report and contractors advice followed虫害控制报告和虫害服务公司的建议被执行Lessee Unit Number Date Name of Tesco Manager Name of Lessee承租户编号日期Tesco检查人员姓名承租户姓名Health and Safety Checklist健康与安全检查表 What Good Looks Like好的样本 R/GElectrical fittings 电器装置Wiring in good condition, no trailing cables, no overloaded sockets电线维护良好，没有拖拉线，无超载接线板使用All equipment approved by government accredited scheme and well maintained所有的设备经政府质检部门审核并且保存完好。Slips and trips 滑倒和拌倒Floor clean and in good condition 地面干净，状态良好Goods stacked in a safe place 物品安全堆置No overstocking resulting in too little space 没有过多堆积导致空间不足。Fire 火灾Appropriate fire extinguishers available and maintained 备有灭火器并维护良好Fire exits unlocked, routes clear of obstructions, exits clearly marked and lit消防出口不上锁，通道无障碍物，出口标示明确并亮灯指示Staff trained in emergency procedures and fire drills所有员工都进行紧急程序和消防演习培训Waste emptied twice a day and stored away fro