乐购执法访店作业规范手册.pptxVIP

执法访店作业规范Enforcement Authority Visiting SOP - LifeSpace 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 TLTTLT_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 TechnicalTLT_LP810001_1* Actions with stars are taken by regional or HQ四、执法访店作业RACIActionsWhenRACI1Inform Store Government LiaisonOfficerImmediateStaff in Customer Service Counter/Staff Entrance/Mall Entrance Mall DutyMgr————2Dealt with enforcement officerImmediateStore Government Liaison OfficerMall MgrRegional Legal Compliance MgrCorporate Affaires(with the potential of media involvement)3Finish Enforcement Authority Escalation Form, Inform Mall mgr and report to Regional Legal ComplianceWithin 24hoursStore GovernmentLiaison OfficerMall Mgr————4Follow up communication withEnforcement Authority——Store GovernmentLiaison OfficerMall MgrRegional Legal Compliance Mgr Regional Legal Compliance Mgr5Carry out correction next steps or/track the correction plan from HQ related department. .Work with Store Government Liaison Officer for enforcement authority communication.ImmediateRelated DepartmentHeadMall MgrRegional Legal Compliance Mgr TLTRegional Legal