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Office Personnel
Table of Contents
1
Our Company
pages 3-4
Dress Code
pages 4-6
Behavior Code
page 6-10
Organization
pages 10
Operations:
pages 10-11
pages
11
Operational Forms
pages 11-19
Position Contract:
pages 20
Company
2
Company Story
This company began as a one-man furniture refinishing operation in September of
1986 and has ran continuously except for a period of about 10 years when it
became a candy route business. This interruption was due to illness caused by the
chemical of the refinishing operation. We have stayed in business because we offer
exceptional service and quality to our customers and they have come back and
referred us to others often.
This company is ultimately a recycling company. Furniture that would otherwise end
up in the landfills is instead made beautiful and operational again. This saves trees,
which would be used to build new furniture to replace the furniture that would end
up in the landfills. We do use chemicals, but with proper disposal, they can be
disposed of without destroying our planet.
Furniture from ones past has many memories attached to them. Sentimental value
plays a part when deciding if a piece of furniture should be refinished. The
customer will make that decision. If we can bring happiness and return fond
memories to our customer then we have done a good thing.
We want a company that gives value to the customer and is a good work
environment for our employees. We will create a work environment that will allow
for growth and improvement for our employees. We want all those who work for
this company to be proud of their company and enjoy working here.
Company Philosophy
We bring the beauty back to furniture. We take the old and worn and make it
useable and desirable again. We treat the furniture we work on as if it were our
own. We never take short cuts, but we do all our work with quality. Our name is on
every piece of furniture we work on.
Every contact our customers have with us needs to be an enjoyable and consistent
experience. They need to know that they are valuable and that we see them as
such.
We will offer our service at a competitive price and always give the customer more
than they expect. As a company, we need to make a profit, but never at the
expense of good service and value to the customer. Everything we offer to our
customer must be of great value and professional in nature.
We exist to serve the customer. Customers are not interference to our business
they are our business. If we fail to serve our customer, we have failed.
Our company desires to grow. A company that does not look at how it does
business will stagnate. We encourage employee suggestions at all levels of our
company. All suggested changes will be given an honest evaluation and if deemed
useful will be implemented. Please help our company grow.
Company Product
We are a furniture refinishing and repair company. We work with satin lacquer as
our medium. We do not paint furniture or do cabinets in the home. We work with
furniture. Our real product is returning fond memories to our customer.
Dress Code:
This company is aware that people like to express themselves in the way
they dress. In order to create a professional atmosphere at work the
following dress code is established. In general, we want our employees to
maintain a neat and clean appearance that is appropriate for the workplace
setting and for the work being performed.( https://www.shrm.org/resourcesandtools/tools-andsamples/policies/pages/businessandcasualattirepolicy.aspx)
Under certain conditions, the dress codes may need to be revised to a more
casual fashion, but employees are still expected to present a neat and
modest appearance. In the event that a more casual fashion needs to be
implemented it will be communicated to the employees through their
immediate supervisors.
Office employees
Office personnel come into direct contact with the customer and so the dress and
grooming standards is stricter than the shop standards.
Dress and grooming for men:
Hairstyles should be clean and neat, avoiding extreme styles and colors.
Only one ear piercing per ear and only one pair of earrings to be worn at a
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time. No body piercings that show besides the one pair of ear piercings for
earrings.
Clothing should be modest in fabric, fit, length, style, and professional
looking for the office. Dresses and skirts should be at least knee length or
longer. Dresses and skirts may be split at or below knee level. Modest
dresses, skirts and blouses or sweaters are appropriate for the office as long
as they are professional looking. Modest pants, or dress slacks are also
appropriate. A nice looking pair of dress shoes are to be worn in the office;
no flip flops. No hats indoors with the exception if they are required for
religious purposes. Clothing is not to be form fitting, revealing, or vulgar.
Your underwear is not to show. An employee is to practice good hygiene. No
offensive body odor or strong colognes are allowed.
Shop employees
All employees will be required to keep the dress standards as they apply to
your position and work location. Failure to do so will lead to disciplinary
action including up to termination.
Behavior Code:
The success of our business is dependent on the trust and confidence we
earn from our employees, customers, and vendors. We will maintain honesty
and integrity with all people we deal with. We will conduct all business in an
honorable way.
All employees of this company agree not to behave in such a way as to
embarrass this company, and this includes actions when they are
representing the company and after hours. All employees will act in an
honest and ethical way both with the company and with its customers.
Equal opportunity employer
Our company will comply with all laws, rules, and regulations having to do
with our business. If you become aware of any possible breach in this
commitment, it is your responsibility to speak up and make known your
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concerns. You may do this with your immediate supervisor or with the CEO
of the company if conditions warrant the latter approach.
Competition
This company will not engage in the use of unlicensed software on our
computers or other electrical devices.
Health Issues
Because smoking and the use of tobacco products exposes not only the user,
but also those around them to health issues, we are a smoke-and tobaccofree company. If you must smoke, or use tobacco you must do it off
company grounds. This is a health issue, and a safety issue due to the
nature of the work we do. We are surrounded by flammable materials and
chemicals and for the safety of all involved smoking is not allowed. No
tobacco products may be used on company property or in company cars. Ecigarettes or vapor devices are included in this ban.
This is a drug free company. The use of legal drugs that impair ones work
performance is strictly prohibited, (This includes the use or possession of
marijuana). You may not use or posses alcohol on company premises. This
company strictly prohibits the illicit use, possession, sale, conveyance,
distribution, or manufacture of illegal drugs, intoxicants, or controlled
substances in any amount or in any manner. This company further
prohibits the abuse of alcohol or prescription drugs. Any violation of this
policy will result in adverse employment action up to and including dismissal
and referral for criminal prosecution.
(http://www.drugfreeworkplace.org/establish-a-drug-and-alcohol-abuseprevention-policy/)
Safety issues
We are concerned about the safety of all our employees. All safety
regulations and rules must be complied with in all activities that you engage
in. Refer to the safety manual of our company for specifics.
Work area
Keep work area professional looking, organized, clean and neat. Keeping
your work area organized, clean and neat not only make your area look
professional, but it also makes your work area a safe workspace.
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Conflict of Interest
All employees are to avoid situations that would create a conflict of interest.
It would be inappropriate to engage in employment with our competitors at
the same time you work for this company. It is inappropriate to accept
kickbacks in any form. Any decision you make in transactions for this
company should be made with the best interest of the company in mind.
Anything that would cause you to make a decision other than the decision
that would meet the best interest of the company would be a conflict of
interest. We have a duty to advance the legitimate and lawful interest of this
company when an opportunity arises.
If you have a question concerning a conflict of interest, approach the HR
department to get clarification. If in question, ask!
Nepotism
The hiring of family and friends can cause issues for a company. Any hiring
of family and friends will need to be cleared with the management of this
company and finally with the CEO.
Gifts, Gratuities and Business Courtesies
All employees are accountable to the behavior code of this company. Each of
us is committed to doing the right thing. Just because something is legal, it
may not be ethical. Let us take a higher standard, and make the hard
decisions always to do the right thing. Violations of this behavior code are
grounds for disciplinary actions up to and including termination of
employment.
Record keeping
We create, retain, and dispose of our company records as part of our normal
course of business in compliance with all company policies, guidelines, as
well as all regulatory and legal requirements.
All company records are to be true, accurate, and complete and the data is
to be entered into our books in a timely prompt manner.
8
Organization:
Organizational Chart:
10
Diagram 1
The above flow chart shows the organization as it now exist and as it will exist, but
with additional people filling the positions. As a person is hired, fill in their name on
the chart replacing the name that is currently there.
Operations:
Hours of operations
Our company works Monday through Friday. Our hours are 8:00AM until 4:30PM
When needed Saturday work is strictly voluntary.
There will be a paid 15-minute break in the morning and one in the afternoon.
All employees will take a half-hour lunch break.
Protective measures:
Employees will wear protective equipment when working around chemicals
to protect their health. When spraying chemicals and during the stripping
process a respirator will be worn. When needed, eye protection will be worn.
When sanding a protective mask must be worn to protect the employees
lungs. Protective wear is not optional. We want to protect your health.
Complaints
All employee complaints will be reported to their immediate supervisor. If
the situation requires these complaints can be made to the company CEO
(owner). All complaints are to be dealt with in a timely manner,
professionally, and in confidences. There will be no retaliation to employees
for complaints. Look at complaints as an opportunity to learn how to
improve our work place experience.
Safety Protocols
Operational Forms
The following forms and instructions will aid you in doing your office work. Become
familiar with the forms, and how to use them. You will be assigned other duties as
required. When dealing with customers either by phone or in person following the
appropriate scripts.
Price List
Instructions for using Price List. (See figure 1 below)
1. In item column, locate type of furniture.
2. Determine if the job is refinishing or repairs
3. For refinishing, you must determine how much repair work is needed. If there
is a lot of work then use the higher price range. If it is a large piece for the
type of furniture then use the higher price range.
4. If a refinish job has an unusual repair such as replacing the veneer on a
tabletop or making a piece by hand to replace a missing piece on the
furniture then you would use the refinishing price plus additional repair price.
5. Some typical repair work is listed such as glue chair legs, in this case use
listed price.
6. For many repairs, you will need to determine the hours to do repairs and
multiply the hours by the hourly rate.
7. This price list will act as a guide in setting prices. If there is a lot of damage
to a piece of furniture then you will need to adjust the price up accordingly.
8. This price list is updated from information gleaned from the job ticket as
needed.
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Figure 1
Invoice
Instructions for using Invoice. (See figure 2 below)
1.
2.
3.
4.
5.
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Figure 2
1.
2.
3.
4.
5.
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Figure 3
Things we can learn from this form
1. Are we planning appropriate amount of time for each type of job.
2. Are we finishing jobs on time, and if not then we can investigate the
reasons why.
3. This report will help us know how far out we are on jobs so we can
know what due dates to promise.
4. We can plan our daily work according to the goals we have set.
Job Ticket
Instructions for filling out the Job Ticket. (See figure 4 below)
1.
2.
3.
4.
5.
6.
7.
Job Ticket
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Figure 4
Things we can learn from this form.
1. We can determine which jobs are profitable and which lose money.
2. By knowing which type of jobs are profitable, we can determine which jobs to
emphasize.
3. If a certain job type losses money we can adjust cost if we can still be
competitive.
4. We can identify phases of a job that need to be more efficient.
5. By examining this form, we can determine if our price sheet needs to be
updated.
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Figure 5
Things we can learn from this form.
1.
2.
3.
4.
After Complaint:
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Figure 6
Things we can learn from this form.
1. This form will help us maintain good relations with our customer.
2. This form will help us encourage future work from our customer.
Inventory Management
Instructions for filling out inventory. (See figure 7 below)
Updating inventory
1. Locate part number in column A
2. Determine inventory on hand by subtracting inventory used (from Job Ticket)
and enter into column F (market in yellow).
3. Columns G-J will autocorrect.
Figure 7
Things we can learn from this form.
1. We can see quickly what needs to be ordered as indicated in Column H.
2. We can see where to order parts from and approximate cost of parts.
3. We can quickly fill out the Part Number Form using Colum J see below.
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Figure 8
Things we can learn from this form.
1. With this form we can see in one consolidate place what needs to be ordered.
2. Using this form, we will create a shopping and order list.
Instructions for filling out the Dashboard Form. (See figure 9 below)
1. Enter parts number from Part Number Form into column A using drop down
list.
2. Column B-F will autofill.
3. Print off this Dashboard page to create physical shopping (or ordering) list.
4. Cell F51 will give an estimated cost of filling this order.
5. Once shopping (or ordering) is completed then use this form to update
Inventory Page by updating inventory on-hand column (column in yellow).
Do this by adding purchase amount to old inventory 0n-hand.
6.
Figure 9
Things we can learn from this form.
1. We create a shopping and order list.
2. We can know where to get inventory and how much to get.
3. Once order is filled, you can use this form to update Inventory Page.
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Office Personnel
Position Contract
Meet all standards from Operations Manual including behavior and dress
codes.
Maintain an attitude that reflects the company philosophy and reinforces the
value of both employee and customer.
Reinforce vision of company.
Reinforce a positive company atmosphere.
Reinforce company philosophy in your work and association with others.
Maintain a good, positive, healthy, happy work place.
Give positive input to your manager to improve our company
Be friendly and courteous to all clients and potential clients.
Be honest with clients and potential clients.
All employees will be evaluated periodically by their immediate supervisors
as prescribed by company policy.
A friendly human being and not an answering device will greet people, who
make contact with our company by phone.
Answer phones friendly and courteously forwarding the call to the appropriate
personnel. Follow the script. When needed take messages, and then deliver
messages in a timely manner. Follow the script.
Treat all customers and employees as valuable individuals of great worth.
Treat them with respect and kindness. The client or potential client, is not an
interruption of business, they are our business.
Greet people coming to the office in a friendly and courteously manner and
get them the help they need. Follow the script.
Do clerical work pertaining to the office. These assignments will come to you
through your office manager.
Fill out all office documentation such as flow chart, inventory, and other forms
as needed.
Keep drinks and treats stocked for customers who come to the office.
If a customer has a complaint help them get help by putting them in contact
with the appropriate personnel. Follow the script.
Memorize all scripts pertaining to your job.
Do other jobs or tasks as assigned.
Take initiative as needed.
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