Operational Manual

CEO

Table of Contents
1

Our Company

pages 3-4

Dress Code

pages 4-6

Behavior Code

page 6-10

Managing People

pages 10

Organization

pages 10-11

Operations:

pages 11

Department Evaluation Form

pages

12

Position Contract:

pages 13

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 or colors. If

worn, mustaches and beards should be trimmed, neat looking and not be too
long. No earrings and body piercings that show. Body art (tattooing)
distracts from a professional look and so all body art will be covered up.
Clothing should be modest in fabric, fit, length, style, and professional
looking for the office. Employees will wear dress shirts, or shirts with collars.
They will wear dress slacks that are neat, clean, and ankle length or longer.
All clothing is to be professional looking. Hats are not to be worn indoors
with the exception if they are required for religious purposes. A nice pair of
dress shoes are to be worn at all times. 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.
Dress and grooming for women:

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

Wear protective clothing and equipment, provided by the company, when

doing task that require it.
If a shop employee needs to go into the home of a customer, they will need
to abide by the dress and grooming standards for office personnel for this
occasion.
Dress and grooming for men:

Clothing in the warehouse/shop of our company will be less formal than

required of the office personnel, as they do not come in direct contact with
the customer. Clothing should be modest in fabric, fit, length, and style.
Clothing is to be clean and neat. Clothing is not to be form fitting, revealing,
or vulgar. Your underwear is not to show. Shoes that provide protection for
your feet are required. An employee is to practice good hygiene. No
offensive body odor or strong colognes are allowed.
Hairstyles should be clean and neat, avoiding extreme styles or colors. If
worn, mustaches and beards should be trimmed and neat looking and not be
too long. No earrings and body piercings that show. Body art (tattooing)
distracts from a professional look and so all body art will be covered up.
When required for safety and health issues safety equipment is to be worn.
We are concerned foremost with your safety and your health.
Dress and grooming for women:

Clothing in the warehouse/shop of our company will be less formal than

required of the office personnel, as the employee does not come in direct
contact with the customer. Clothing should be modest in fabric, fit, length,
and style. Clothing is to be clean and neat. Clothing is not to be form fitting,
5

revealing, or vulgar. Your underwear is not to show. Shoes that provide

protection for your feet are required. An employee is to practice good
hygiene. . No offensive body odor or strong colognes are allowed.
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
time. No body piercings that show besides the one pair of ear piercings for
earrings.
When required for safety and health issues safety equipment is to be worn.
We are concerned foremost with your safety and your health.
Disciplinary actions

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

We are an equal employment action employer and we are committed to

providing a workplace that is free of discrimination of all types. This includes
abusive, offensive, or harassing behavior. We will not tolerate retaliation
against employees who raise genuine concerns in good faith.
Wages
Company personnel are not to discuss their wages with each other. This can lead to
hurt feelings and misunderstandings. If you have questions about your wages
discuss this with the HR department.
Legal

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

We will not improperly cooperate or coordinate our activities with our

competitors in an attempt to collude. Our prices will be determined within
the company based upon competitive pricing.
Software

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

The unlawful giving or receiving of gifts, gratuities, and business courtesies

to induce a business transaction is not allowed in this company. Certain
business courtesies conform to the reasonable ethical practices of the
marketplace so use discretion in this area. If you are uncertain about a
business courtesy, seek clarification from your immediate supervisor.
Accountability

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.
Personal working environment
Our goals is to create a safe and friendly work environment for all employees
of this company. If an employee does things to endanger this environment, it
can be grounds for dismissal. No employee will be asked to do anything
unsafe at work. We will abide by all laws and regulations relating to our
business.
Harassment/discrimination
No harassment or discrimination will be allowed of any employees of this
company. This includes, bullying, sexual preference, gender, race, religion,
or political views. In the case you feel you are being harassed or
discriminated against, you may go to your supervisor or if you feel it is
necessary you can bring it to the attention of the CEO (owner). All reported
cases of harassment/discrimination will be dealt with and not ignored for any
reason. We all deserve to work in an environment where we are treated with
dignity and respect. The CEO (owner) of this company will be kept abreast of
any such charges and actions taken to correct this situation. The CEO will
approve of any suggested action before it is taken.
Loyalty

All employees will be expected to be loyal to our company and our

customers. We will not share our customers information without proper
authorization. Our actions will be both ethical, legal, and right.
The bottom line of our behavior code can be summed up by asking, Am I
doing the right thing.
Absences:
If you are going to miss work, you must call in notifying the company. It is not
acceptable just to miss work and not to notify the company. Excessive absences or
not contacting the company about an absence will be dealt with first by a warning
and may lead to dismissal from employment. Remember
others are relying upon you being at work to do your responsibilities. In the case of
an unplanned absence fill out the absence form and have employee sign it when
they return and file in personnel folder.
Vacation or Time Off from work:
All vacation and preplanned time away from work must be preapproved by your
supervisor. All vacations and preplanned time away must be worked out with the
companys needs and the needs of other employees taken into account. Fill out
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request for vacation or time away from work form. Both the employee and their
immediate supervisor will sign and date this form. File this form in the employees
personnel folder.
Emergency leave of absence:
For emergency leave time, the company will make all possible attempts to meet the
needs of the employee in an emergency. Fill out the emergency leave form request
and both the employee and the immediate supervisor will sign and date this form.
This form will be forwarded to the HR department.
Use of Company Resources
The use of company resources including, time, equipment, materials, and
information for personal use must be cleared with the company. These resources
are provided for company business use, but occasional personal use is permissible
as long as it does not affect job performance and is cleared with the company.
Company resources are not to be used for an outside business. Theft of equipment
or materials (supplies) may be grounds for immediate termination of employment.
Our company reserves the right to monitor and/or review all data and information
contained on a company issued computer or electronic device, and the use of the
internet or intranet of the company. You may not use company resources to, create,
access, store, print, solicit or send any materials that are harassing, threatening,
abusive, sexually explicit or otherwise offensive or inappropriate.
Company employees will not ask for contributions or distribute non-work related
materials during work hours without prior approval from your immediate supervisor.
Acknowledgment of reading and accepting the operational manual
All employees will fill out the acknowledge reading and acceptances of operations
manual form. Once you have read the operational manual you will get with the HR
department and fill out the form, which will acknowledge that you have read and
will abide by the requirements set forth therein. HR will then file this form in your
personnel folder.

Managing People
Managing People:

All discipline will be in private and between employee and their supervisor.
Discipline will never be in front of other people.
All disciplining of employees will be done in a dignified manner and is not to
demean anyone.
Develop a good working relationship with your subordinates.
Employees of this company will have only one immediate supervisor.
When working with other employees reinforce their value.
Edify, instruct, and elevate those you work with.

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When discipline is necessary, the employee and the HR department sign the
disciplinary form provided by the company. Note exactly what action will be
taken on the form.
Adhere to script for hiring and firing personnel. If a person is fired this is not
a time to make him feel worse. Let this be as instructive and friendly as
possible under the circumstances.
When a person is fired, they will be escorted out of the building.
When a person is hired, they will be introduced to their immediate supervisor
as soon as possible.

Organization:
Organizational Chart:

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 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

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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

All buildings are to be secured at the end of the working day.

All flammable materials are to be maintained in safety containers or storage
units at the end of the day
Outside lighting is to be lit at dusk or at closing time for safety purposes,
whichever comes first.
No firearms on the premises.
No one is to work alone on the premises in the evenings.
No cash or checks are to be kept overnight on the premises.
Report any suspicious activity around the premises.
See Safety Manual for more detailed information.

Department Evaluation Form

Instructions for filling out Department Evaluation Form. (See figure 1
below)
1. Enter Department name and date.
2. Evaluate department performance; acknowledge benchmarks met,
and other successes and areas in need of improvement. Enter these
into the Department Performance section.
3. Discuss and evaluate employees performance in department.
Identify any problems and needed action. Identify exceptional
performance of employees and make note. Enter these into the
Employees Evaluation section.
4. Establish or review department goals, and relate them to the
company goals. Make plans on how to correct department
deficiencies and how to reward excellent work by the department or
individual employees of the department. Establish Benchmarks with
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dates for the department. Enter all this in the Goals, Plans, and
Benchmarks Established section.
5. Department manager signs and dates form.
6. CEO signs and dates form.
7. HR department will file this form.

Figure 1

Chief Executive Officer

(CEO) (owner)

Meet all standards from Operations Manual including behavior and dress
codes.
A companys attitude begins at the top. It is your job to maintain an attitude
that reflects the company philosophy and reinforced the value of both
employee and customer.
Set or reinforces vision of Company.
Set or reinforces a positive company atmosphere.
13

Keeps Company Philosophy active throughout the company.

Help maintain a good, positive, healthy, happy work place.
Encourage employee input throughout the company on all levels.
Be friendly and courteous to all clients and potential clients.
Be honest with clients, potential clients, vendors and employees.
Meet regularly with the managers of company to receive reports from the
managers and revue work of all departments.
Meet regularly with Human Resource Department.
Oversee overall operations of Company.
Approves department goals and see that they are in line with company goals.
May need to give direction and take necessary steps to make sure goals are
set and reached.
Is involved in making sure all harassment/discrimination or complaints are
resolved at all levels of the company in an ethical and lawful way.
Do other jobs or tasks as assigned.
Take initiative as needed.

Employees signature _____________________________________________________ Date

_________

HR department signature __________________________________________________

Date_________

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