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《商业管理制度汇编》运营部制度（2010年）1目录一、运营部组织架构及编制....................................................................5二、部门职责及岗位职责........................................................................6（一）部门职责........................................................................................6（二）部门各岗位职责............................................................................7三、主要工作事项和程序......................................................................12（一）租赁商户管理事宜及流程..........................................................121）租赁商户收铺操作程序....................................................................122）租赁商户进场装修操作程序............................................................123）租赁商户装修验收操作程序............................................................144）租赁商户开业操作程序....................................................................155）租赁商户营业管理程序（开闭店）................................................166）租赁商户撤场操作程序....................................................................197）商户续租程序....................................................................................21（二）联营区开闭店流程及收银监管..................................................221）运营部管理主要工作内容及制度....................................................222）商户销售管理及相关规定................................................................223）联营区开闭店管理流程....................................................................2224）上下班工作流程................................................................................235）花车租赁............................................................................................246）特卖监管............................................................................................247）联营区监管........................................................................................248）商品退换与投诉处理........................................................................259）安全管理............................................................................................2710）环境及物业管理..............................................................................2811）促销花车管理流程..........................................................................2912）促销活动流程..................................................................................2913）物业管理费用及租金收缴有关规定..............................................2914）广告位招商及收租管理..................................................................3015）市场调研..........................................................................................3016）客户满意度调查..............................................................................31（三）服务台工作事项和程序..............................................................311）服务项目............................................................................................312）工作流程............................................................................................323）工作规范............................................................................................33（四）广播室工作事项和程序..........