The largest American company "DHL", engaged in the transportation of goods and operating in the Russian market since 1984, represents its corporate values in this way (document of 2002).
Business Dhh,
Our business is aiia - express delivery of a frame and a kgi pse hvido and cargo practically all over the world from door to door;» meeting the following characteristics;
Speed;
International coverage;
From door to door;
Reliability;
Safety.
Today, DHL is the leader in door-to-door express delivery in the world market.
Philosophy of DHL company,
People are the key to a company's success DHL. Employees of the company do their job, providing the highest quality of service and using the best best practices in their work.
[ 212 j Appendix?
DHL Global Values.
customer care,
Striving for success.
Respect for people.
Openness and honesty.
The most famous company has its own code of common communication and edenil, developed by him J. Watson Sr. in company foundation period. He sought to embody in the activities of his organization, first of all, his personal values and ideals. Subsequently, these principles were refined by his son T. Watson Jr. and now look very simple and concise.
Every person deserves respect.
■ Every customer is entitled to the best service possible.
Strive for excellence in everything (7).
General Motors
An example of a rule system designed for company managers.
Your task is to pursue a common technical policy and decide
daily difficulties.
Be careful to Criticism and improvement to many suggestions, even
if they don't give anything directly to you.
Be attentive to other people's opinions, even if they are wrong.
Have patience.
Be fair, especially to subordinates.
Be polite, never get irritated
Do not rebuke a subordinate in the presence of a third
faces.
Be brief.
Always thank subordinates for Good work,
Do not do yourself what your subordinates can do, for
except in cases where it is associated with a danger to
life.
Appendix 7 [ 213 ]
Delegating tasks skillfully to subordinates always brings you
juicy results.
If what your subordinates are doing is fundamentally not at odds with your
their opinion, give them freedom of action.
Don't be afraid if tone more subordinate than you, but be proud of that
which employees
Never use your power until everything else
funds were not used, and in this latter case, when
change it as much as possible.
If your orders are wrong, admit your
mistake
To avoid misunderstandings, always try to give orders
niya in writing.
Coca Cola
The Coca-Cola Company, which has been successfully operating on the Russian market for many years, formulated the principles of its corporate culture(2003).
Mbi h employees of the Coca-Cola Company, we will:
To quench the thirst of our consumers;
Build partnerships with our clients;
To adequately reward our shareholders;
Contribute to a better life in the countries where we operate,
values,
We at The Coca-Cola Company are guided by the following values in our work.
Quality. The main goal of our business is to always achieve high quality and in everything: in products, customer service, activities of all departments in work in the market and with people,
Devotion. Make every effort to perform your work at the highest professional level.
Teamwork. Implement best practices, support your colleagues in achieving the goals set both within one country and for the entire company as a whole, using the resources and experience of our company.
[ 214 ] Application?
Honesty. To conduct our business openly and honestly, observing the highest ethical standards,
Qmaemcmamuocmjj. Be personally responsible to your colleagues for the fulfillment of set and agreed goals and objectives.
People. Focus on creating such an atmosphere in the company, in which highly qualified and motivated employees are guaranteed: training, professional growth, interesting job to achieve the goals and objectives, mutual respect, worthy remuneration for their work and satisfaction or achieved results.
STM Corporation, uniting three companies Sanako, MoSAD and KTF (Korolev, Moscow region).
External mission companies.
The main motto for external relations with customers and partners (the "face" of the company): "We work for you!"
Internal system values for employee relations(« soul» companies).
Unity is a clay team! common goals and values,
Creation is the creation of material, spiritual and social values.
social.
Stability - confidence in the future.
Basic goals of the company.
Increasing profits.
Consumer satisfaction.
Trust in the company
High performance.
Constant development.
Company values.
STM is an association of Russian manufacturing companies.
The team is one team
Loyalty to the company, dedication.
Professionalism.
Awareness of oneself and everyone is necessary for the common cause.
Application? [ 215 J
The desire for understanding, trust.
Moral satisfaction.
material satisfaction.
Respect for work.
Corporate support.
Rules business communication and behaved silt in the corporation.
Love and know the subject of your work.
Treat and rationally use property and resources
sy firms.
Remember that the overall result of the work depends on the quality of your work.
company bots.
High performance directly depends on your personal
initiatives.
Do not leave without a thorough analysis of any case of failure and,
failure, failure.
Show desire and use each capabilities for your
personal and professional self-improvement.
Every customer is entitled to the best service, which
the latter is only possible (“we work for you”).
Adopt and maintain the image of the company.
Be honest.
Do not discuss the affairs of the firm beyond its limits.
Do not try to do what your subordinates can do.
Do not make comments to an employee in the presence of his subordinates
Be attentive to other people's opinions, even if they are wrong.
Don't forget to thank your subordinates for a job well done.
work.
Be tolerant of people's shortcomings, if these shortcomings are not
share a common cause.
Always be neat and tidy, do not shock with your appearance
Respect the non-smoking majority, smoke in strictly designated areas
fear.
I make the most of and opportunities for freezing my own
his health.
[ 216 ] Appendix 7
Follow the rules and traditions of the company.
■ V you always have the choice to be with us or trouble us.
"Service 11"
In the context of corporate training in 2003, the management and staff of Service 11 discussed corporate values, which are reflected in "Corporate Religion" companies.
Our product - UTR-atsiacharter, organization of charter flights on aircraft e tels kogo klae sa.
Ingredients of the product:
Company personnel;
Human values;
Management;
Marketing;
Interactions with contractors;
Database;
Material and technical values;
Maintenance and operation of the flight,
Missgsh companies: providing quality business aviation services for those who value reliability and competence.
Our index: we strive to become the most prestigious, authoritative and progressive business company. aviation g Russia,
Slogans■
In the main slogan: "Harmony of luxury and necessity."
Internal slogan: "First then, first now"*
Values.
Service 11 was founded in 1991 and has a corporate
rative traditions and cherishes them.
We promote business & aviation as a whole as a service, not just
the company "Service 1b>.
Specialization of the company "Service P, Business Aviation" -
performance of charter flights on executive aircraft
class-
Our difference is that we are an air broker. We are not an airline
company, and a freight agency aircraft and organizations
related services.
Application? [ 217 ]
The company has effective, proven over the years, communications
communication with airlines and aircraft owners and high information
awareness about changes in the market for aircraft offers, and tayuke
about obtaining favorable contractual terms.
We guarantee quality, reliability "and competence for
polite ueFiy. Our pricing policy is not aimed at
dumping "war" with competitors. Low price is not
the central idea in the sales system.
We only make promises that we can keep.
Stability, the ability to keep the chosen ones year after year
This position helps us to work effectively in the market.
We are not afraid of change and perceive it as a blessing.
We believe in progress We develop and apply new technologies
business aviation.
We recognize the importance of security and privacy in
our work, ensuring the inaccessibility of sensitive information
third parties.
Working in a team is important for us! We value our
we support the corporate spirit and with respect
we treat every employee of the company with respect.
Our staff is one of the largest among one
profile companies and contains any necessary special
alists, which helps us meet the requirements of the market
and work on o s with whom level.
Client - key person and the foundation of our business. We promote attention and respect for the client. We are obliged to know everything about his preferences. The client always feels our care, reliability and professionalism.
We are guided by the rules of business communication and conduct.
Only those who share our prices work in our company
news<
Honesty and openness are an integral part of our corporate
active culture.
Our advantages.
We are a perpos air charter nose agency in Russia in the business sector
aviation. The company's birthday is May 11, 1991.
[ 218 ] Annex 7
We are an air broker and are ready to offer the client much more
choose an aircraft than an airline.
We have a narrow specialization in the field of business aviation.
We have advanced technology and customer service on
the software base developed in Service 11.
We have a corporate religion that reflects the spirit of
pania.
In our life and work we are guided by:
Efficiency;
privacy;
Security.
These rules are followed by our competitors. We consider them to be the norm.
1We offer the customer more.
Reliability.
Competence.
Prestige,
Reasons why a client chooses our company.
Large database.
Favorable contractual relations with airlines and the owner
tsami sun.
Competence of employees, based on a two-decade
work experience.
Integrated security system.
Wacky specialization.
Flexible system of discounts.
Working for a company is important to us!
In external and internal interactions, we use "We" and not "I" and "I personally."
To achieve our goals, we strive to be one step ahead. We constantly monitor all changes in the business aviation market. It is difficult to overestimate the importance of collecting, preserving the multiplication of information by company departments.
We regularly train employees.
Corporate events are held to strengthen the team spirit and consolidate the company.
In any organization there should be some basic document that introduces "newcomers" to the rules of life and work in the company. Often such a document is the Rules of internal labor legislation. I propose an alternative to the Rules - the Corporate Code (sample) of the company, which contains both legally fixed provisions and the rules for working in this particular company.
Company Code
I. GENERAL PROVISIONS
1. This Corporate Code will define the rules of conduct and labor discipline of the company "A".
2. An employee hired by the company undertakes to comply with all management requirements related to the production process, and management to create the necessary conditions for the effective work of employees.
II. EMPLOYEE RECEPTION AND DISMISSAL PROCEDURE
1. Employment in the organization is made on the basis of a personal application addressed to the Director.
2. When hiring an employee, on the first working day, he must be instructed in the Personnel Management Service and in the Security Service.
3. When hiring, an employee is obliged to present, in accordance with the "Procedure for hiring personnel" adopted in the holding, within 2 days to the Human Resources Service the following documents: passport; work book, insurance certificate of state pension insurance; military registration documents - for those liable for military service and persons subject to conscription for military service; education document; certificate of identification tax number of registration with the tax authority at the place of residence; certificate of income from the last place of work.
4. The employee must immediately notify the Human Resources Service in writing of all changes in personal data (name, place of residence, home telephone number, marital status, etc.).
5. Employment is formalized by the order of the Director, which is announced to the employee against signature. The order must indicate the name of the work (position) and the conditions of remuneration.
6. For all employees who have worked more than 5 days, work books are maintained in the manner prescribed by applicable law.
7. A three-month probationary period is established for a hired employee in order to verify his compliance with the position held and the work assigned. Based on the results of the probationary period, a decision is made on the end of the probationary period, which is formalized by the order of the Director.
8. Termination of the employment relationship between the company and the employee may take place on the grounds provided for by applicable law. The calculation of wages and compensations, as well as the issuance of a work book, is carried out after the employee completes the “Bypass Sheet” of the established form, which is issued by the office manager.
10. The employee has the right to terminate the employment relationship with the company by notifying the management in writing two weeks in advance.
11. Termination of labor relations is formalized by the order of the Director.
12. Upon dismissal, all material and technical means in use by the employee and belonging to the organization are subject to return to the unit where the employee worked.
III. MAIN RESPONSIBILITIES OF EMPLOYEES
Disciplinary Duties
1. The range of duties that each employee performs according to their specialty, qualifications and position is determined by job descriptions and regulations.
2. Employees are obliged to strictly comply with all instructions of their superiors, as well as all orders and instructions that are brought to their attention.
3. Employees are obliged to observe labor discipline, work schedule, use working time for productive work, refrain from actions that prevent other employees from fulfilling their job duties.
4. Employees are obliged to comply with the requirements for labor protection, safety and fire protection, provided for by the relevant rules and instructions.
5. Employees are required to attend planning meetings and general meetings held by management.
6. Employees must keep cleanliness and order in the premises allocated for them, the canteen, toilets, workplaces, official vehicles, etc.
7. Employees are obliged to rationally use equipment, consumables, energy, fuel and other material resources of the company. Do not use them for personal purposes. The removal of equipment from the premises is carried out on the basis of a permit of the established form. Unauthorized connection and installation of software that does not contribute to the fulfillment of the goals and objectives of the employee is not allowed.
8. Employees should not abuse telephone conversations during working hours to solve problems that are not related to production activities, and also use the Internet only to solve production problems. Long-distance telephone calls of a personal nature are paid by the employee.
work ethics
6. Employees are required to have a neat appearance at work and observe the rules of personal hygiene.
7. Employees are required to refrain from profanity. Adequately use expressions with increased expressiveness. Watch the tone of speech.
8. Employees should strive to ensure that their appearance, behavior and speech contribute to maintaining a favorable image of the company in the eyes of partners, customers and stakeholders. Everything that happens in production, at the request of the employee, can be openly discussed with management at meetings of the workforce, but should not become the subject of gossip outside the company, which can damage the reputation of the organization.
9. Smoking on the territory of the organization is allowed only in specially designated areas.
10. Employees are prohibited from drinking alcohol in the workplace. For violation of this rule, management has the right to apply disciplinary sanctions, up to and including dismissal.
Other Responsibilities
11. Employees are obliged to take measures to immediately eliminate the causes and conditions that impede normal work, if it is impossible to eliminate them on their own within the powers delegated to him, immediately report this to the head of the unit or management.
14. Keys to individual premises of the company are issued only to employees who have permission to receive them, about which a corresponding entry is made in the register of the duty officer.
IV. MAIN RESPONSIBILITIES OF THE ORGANIZATION
1. The management of the company is obliged to create healthy and safe working conditions for life.
2. Promptly communicate to employees prospective and current activity plans, as well as orders and instructions.
3. To perform direct production tasks, provide employees with the necessary resources.
4. Ensure the correct application of the current conditions of remuneration and labor rationing, stable payment of wages, taking into account the personal labor contribution of each employee, social guarantees and security.
5. The management of the company reserves the right to control labor and production discipline, as well as to impose disciplinary sanctions and apply measures of material influence (fines).
6. The management of the company undertakes to promote the systematic improvement of the qualifications of employees, to promote creative and professional growth.
7. The management of the company is ready in every possible way to encourage the loyalty of the personnel to the organization and its tasks.
7. When exercising their duties, the company's management should strive to create a highly professional, efficient team, form and develop a corporate culture, and increase the prestige of working in the company.
V. WORKING TIME AND ITS ACCOUNTING
1. The time of the beginning and end of work and a break for rest and meals is established by the orders of the head of the structural unit and is fixed in the employment contract. In agreement with the management, the employee may change the working hours.
2. For overtime work (including on weekends) that has arisen in connection with the production need, the employee is provided with time off or monetary compensation.
3. The absence of an employee during working hours at the workplace, including being late, without the permission of the immediate supervisor, may serve as a basis for reducing the amount of payments for the current month and / or applying other measures, up to and including dismissal.
4. In the event of temporary incapacity for work, the employee is obliged to inform the head of his department about this on the first day of absence from work and subsequently provide a properly executed certificate of incapacity for work on a strict reporting form. Hospital certificates of arbitrary form and other similar documents are not documents confirming the objectivity of the reasons for absence from work.
5 . For family reasons and other valid reasons, the Employee, upon his application, may be granted short-term leave without pay.
6. Salary for an incomplete worked month is calculated according to the number of days worked, in accordance with the PVTR and the corporate code of the company.
VI. VACATION
1. An employee is granted an annual paid leave of 28 calendar days. The time of granting leave, its full or partial use is agreed with the head of the department and the Director of the company.
3. The employee has the right to the next paid leave and leave without pay in accordance with the Labor Code of the Russian Federation, but not earlier than 6 months from the start of work in the organization, for the time actually worked. The vacation schedule is drawn up based on the production capabilities of the unit and the company, and is approved by the Director.
4. Calculation and payment of vacation pay is carried out in accordance with the accepted rules for calculating vacation pay for company employees.
VII. HOLIDAY EVENTS
1. Organization and holding of any festive events within the office can be carried out only with the permission of the management and outside working hours, in accordance with the corporate code of the company.
2. The use of alcoholic beverages (including beer) without the permission of the Director within the official and adjacent territory during working and non-working hours is strictly prohibited. Management reserves the right to apply sanctions up to and including termination of all employees involved.
VIII. RESPONSIBILITY FOR VIOLATION OF LABOR DISCIPLINE
1. For violation of labor discipline, the management reserves the right to apply the following disciplinary sanctions: verbal reprimand; rebuke; dismissal for appropriate reasons.
2. Disciplinary sanctions are applied and approved by the Director on the proposals of the heads of departments.
3. Before applying a disciplinary sanction, explanations must be requested from the employee, and in case of refusal, an appropriate act is drawn up. The refusal of the Employee to give explanations cannot serve as an obstacle to the application of a penalty.
4. Disciplinary sanctions may be applied in cases of: being late, being absent from work for more than 3 hours without a good reason and other violations of the working hours; smoking in inappropriate places; viewing porn and gaming Internet sites; use of technical means and material resources of the company for personal purposes; improper performance of official duties.
5. Only one disciplinary sanction may be applied for each disciplinary offense.
IX. REWARDS FOR SUCCESS IN WORK
1. For exemplary performance of labor duties, increased labor productivity, continuous and flawless work, and for other achievements in work, the following incentives are applied: announcing gratitude, presenting a diploma, issuing a cash bonus, rewarding with a valuable gift.
2. Incentives are announced in the order, brought to the attention of the entire team.
3. Employees who successfully and conscientiously fulfill their labor duties are given an advantage in career advancement in accordance with the corporate code of the company.
The corporate code is the main document of the company. Find out the main mistakes that are made in it. Here is an example of a successful corporate code.
From the article you will learn:
Useful documents:
What is a corporate code for?
In modern Russian companies, you can find many varieties of corporate codes. For example, corporate governance code or code of professional ethics .
For HR, who was assigned to develop a corporate code, such a variety causes confusion and a lot of questions: “What are the differences between them?”, “Do I need to develop them all?”, “Is it possible to replace all these codes with one common one?”.
The answer to the last question will please you. Yes, you can. In fact, all codes are sections of one general corporate code of the company: values, principles, behavior, culture, etc. The answer to the second question will also be in the affirmative - yes, they all need to be developed, but these will be chapters of one document.
The expert of Sistema Kadra will tell you in detail what sections must be included in the structure and content of the corporate code
Corporate code of the organization is a document that explains how corporate values, goals and principles are interconnected, and also describes what behavior of employees is considered a reference. Therefore, it is so important to create an effective document that makes life easier for employees, managers and HR. To do this, you need to clearly understand the functions of the corporate code. There are three such functions:
- reputation function
The presence of a corporate code in a company indicates the readiness of management to respect the rules of doing business. This forms the credibility of the company on the part of potential partners and increases the investment attractiveness of the company. In this function, the code is part of corporate PR.
- managerial function
The Corporate Code contains a set of rules for the behavior of employees and management in standard and non-standard situations. In the event of industrial disputes, you can always appeal to the text of the Code.
- Corporate culture development function
The Code translates the main goals and values of the company. A common mission, symbols and ethical principles unite the team and give meaning to its work.
An expert from the HR Director magazine will tell you which
2 main HR mistakes when drafting a corporate code
First mistake, which many HRs allow when compiling a corporate code - a violation of the hierarchy of its sections or the omission of one of them. For example, in some codes, the absence of a corporate values section makes it difficult or even impossible to work on the remaining sections.
If a person does not understand the basic values of the company, it will be difficult for him to explain why in this or that situation it is necessary to act this way and not otherwise.
So, the minimum set of corporate code components is as follows:
- Company's mission.
- strategic goals.
- Corporate values.
- Corporate norms and principles.
- Corporate behavior and ethics.
Company Code
Second mistake which almost all HR allow when compiling the code is the desire to present the text in the “correct”, official business style. Then there are difficult-to-perceive constructions:
This style of presentation is sure to turn off your employees. They will read the document obliquely and forget. Remember that you are not writing for regulatory authorities, but for specific people. Try to write clearly and simply.
An example of a successful corporate code with comments
As an example, here are excerpts from the corporate code of the IT company CROC Inc. The drafters of the code approached the task with humor, but some of their statements contain common sense and may be useful.
- Company's mission
The purpose of the existence of CROC Inc. NOT is to meet the needs of its employees. This may (but only at first glance) seem offensive, but it is. CROC Inc is not selfish company. She takes care of herself last. First and foremost, he takes care of his clients.
- Strategic Goals
This is how CROC Inc formulated the main strategic goal of the company “making a profit”:
If CROC Inc owes something to someone, then only services to its Clients. And those in exchange for money. Even the Director of CROC Inc reads this "cynical" last phrase through tears. But despite the tears, and despite the fact that there are poor people in the city and the country, he does not order free services. And deep down in CROC Inc, everyone is grateful to him for this.
- Corporate values
An example of one of the values of CROC Inc:
CROC Inc appreciates Personalities capable of achieving great goals, despite possible difficulties and temporary inconveniences. The Company will always appreciate your desire to become one with them.
- Corporate norms and principles
This section of the code was designed by CROC Inc in the form of "company standards". Each standard is set out on behalf of the employee. If he agrees with the statement, then at the end he must sign it, and if he does not agree, then propose a reasonable improvement or leave the company. There are 32 such standards in total. Here is an example of one of them:
I agree that the documents I have executed poorly (contracts, applications, acts, etc.) NOT should be signed, and poor quality work NOT must be paid.
- Corporate Conduct and Ethics
This section is also designed in the form of employee statements, which must be confirmed with a signature. The brightest:
I know that the expressions listed below are prohibited for use, and accordingly I do not use them:
"The first time I've heard"
"Called, didn't get through"
“I came, but you (him, her, them ...) were not there”
"I searched but did not find"
"That was before (before me, then...)"
In the magazine "HR Director" you will find
Have you ever thought about what distinguishes a successful, dynamically developing company from hundreds of small outlets, where sales remain at a low level for years? Every successful organization has a corporate standard. It is he who provides the company with a positive image in the eyes of partners.
Does every organization need a set of rules?
There is an opinion among novice businessmen that standards are suitable only for large companies, whose leaders find it difficult to keep track of the actions of employees. It is believed that it is too early for the team of a new, newly created firm to establish rules of conduct. Why?
- It is still unclear how to attract potential customers and what actions will lead to increased sales.
- The staff of a small outlet is always in sight: mistakes can be corrected in the process.
- The corporate standard is usually developed by training companies, and their services are expensive.
- Candidates for sales positions may be put off by the rigid rules in a small business. After all, the salary at the initial stage is small.
Does this mean that it is better for a new firm to do without corporate standards? The answer to this question in each individual case can be both positive and negative. Of course, it is difficult to set rigid rules for employees when the staff of a small firm consists entirely of family members or close acquaintances. But it happens that the level directly depends on whether a small business will survive at all.
For the owner of a small shop, cafe, beauty salon, it is best to stick to the golden mean: strict standards are not set, but there are a number of requirements that must be observed.
What can be said about large and medium-sized enterprises that have already occupied a niche in the market? It would seem that they live easier. Such firms sell high-quality goods that are in demand. They have established advertising, and there are effective ways to attract customers. Does a business that is already successful need a corporate standard? Let's look into this issue.
There are not isolated cases when a potential client comes or calls a company known to him in order to make a purchase. Can the deal fail? Yes, if the buyer is not served properly. An untidy office, an always busy phone, low-skilled salespeople, difficulties in making a purchase, the unwillingness of managers to meet halfway ... It is worth admitting the presence of one of these problems - and the buyer will give preference to competitors.
In addition, each employee, whether he is a sales manager or a branch director, has his own ideas about how to serve customers: what style of communication to choose, how much time to allocate for a conversation, how to motivate a visitor to make a purchase.
If the company has a corporate culture standard, each employee knows exactly how he should behave in different situations. Moreover, employees of the company are interested in using the best business practices in communicating with customers. Due to this, decision-making time is reduced, unnecessary chains of approvals are removed. Customers, in turn, develop a positive opinion about the company.
Thus, a corporate standard is needed by a company to ensure:
- high level of service;
- customer loyalty;
- brand awareness;
- increase the credibility of the company in the market;
- facilitating the decision-making process;
- save energy, time and money.
What issues does the standard cover?
For successful work, it is not enough to build corporate standards related only to direct communication with customers. Indeed, in the daily activities of the company's employees there are many other slippery moments:
- how effectively colleagues interact with each other, how often disagreements arise between them;
- whether the working day is built effectively;
- how things are prioritized.
Therefore, when implementing a corporate standard at an enterprise, it is important to take into account the following elements:
- appearance of employees;
- organization of the workspace;
- activities, procedures in complex and conflict situations, norms for the efficient use of working time;
- rules of communication with clients;
- social responsibility of the company and its employees;
- laws for top management.
Consider each component of the corporate standard.
Appearance of managers
Many companies set rules for how front office employees, that is, managers who are directly involved in serving visitors, should look. Shoes, hair style, the presence or absence of accessories, makeup, and jewelry are regulated.
A strict dress code has been introduced, for example, in the Megafon mobile communications company. The corporate standard requires that employees who work with clients dress in a "white top and black bottom" style. Managers should have a bright green silky scarf around their neck. Female employees are allowed to apply light natural makeup. Bijouterie and jewelry are excluded: only a wedding ring and discreet earrings can be worn. The footwear of the manager of the cellular company should be strict and closed. A badge with the name of the employee is compulsorily attached to the chest. A similar dress code is adopted in banks and large corporations.
Appearance standards for employees of restaurants, hairdressers, fitness centers, and retail stores are set in a completely different way. In fashion beauty salons, administrators at the reception desk, hairdressers, manicurists, as a rule, are distinguished by elegant hair styling, tattooing, and original nail design. With their appearance, they inspire clients to take creative care of themselves. Women, noticing how stylish the employees of the salon look, are imbued with a desire to visit it more often.
In many retail stores, sales manager uniforms are chosen according to the type of merchandise on the sales floor. It looks interesting, for example, when sellers in a toy store are dressed up in costumes of fairy-tale characters.
Workspace organization
The corporate standards of the company regulate the interior decoration of both the zone and premises for official use (offices, rest rooms, latrines).
In organizations with a large branch network, requirements for the interior of the premises are established:
- what color should the furniture be;
- how to place furnishings;
- in some cases, it is prescribed (especially if we are talking about IT companies), which brands of office equipment and stationery are allowed to use.
The corporate standard also dictates the permissible arrangement of objects on the surface of the desktop: how the computer should be placed, where to put writing utensils, how many documents can be “in plain sight” at the same time.
Professional performance standards
Depending on the goals and objectives of various categories of employees for each position, the following is determined:
- what type of tasks should the company's employees give the highest priority to;
- how to plan a working day;
- what principles to follow in daily activities.
Norms of internal corporate etiquette and procedures for dealing with conflict situations are also being standardized. It is mandatory to specify how often an employee can take breaks from work, whether he can go outside the office at the same time, how long lunch time lasts, whether smoking is allowed during the day.
Rules for communicating with clients
This area in many firms is given the most attention. The corporate standard defines:
- which of the company's employees is involved in the customer service process;
- what rules should be followed when meeting with buyers in the company's office and "in the fields";
- how to make outgoing and receive incoming phone calls: after which signal to pick up the phone, what words, expressions, phrases to use in a conversation.
Social responsibility of the company and its employees
Corporate responsibility standards are also of great importance. Entering the market, the company accepts the working conditions dictated by society:
- sells quality goods that are useful to consumers;
- works based on the principles of honesty, legality, humanism, respect for the dignity of people;
- takes part in protecting the environment from harmful influences.
Each employee must have a clear understanding that he is the face of the company in which he works. His actions have an impact not only on the financial results in the balance sheet, but also on the business reputation of the company. Therefore, the rules of behavior of employees are established taking into account the standards of corporate responsibility.
Rules for the work of first persons
For large organizations, corporate governance standards are of particular importance, indicating how the firm should be managed. When developing these rules, the interests of shareholders, customers, partners of the company and its employees must be taken into account. Corporate governance standards indicate what principles the general director of the company and his deputies must be guided by in their activities. They include a description of the organizational model of the enterprise, the system of internal reporting, ways to control the activities of top management. Of the international corporate governance standards, the most well-known systems are PMBOK, ICB and ISO.
Stages of implementation of new orders
In large organizations, the rules are developed and implemented by professional training companies. However, many owners of small firms, using open sources of information, themselves quite successfully think over the system of customer service and put it into action.
Professional development of corporate standards includes the following steps:
- Analysis of the current situation. It is important to assess from the point of view of an outside observer how efficient the workflow is, what can be improved. Professional companies often involve "mystery shoppers" for this purpose. A specially hired and trained employee comes to the office or trading floor of the company and plays the role of a client. As a rule, he secretly records negotiations with sellers on a dictaphone, and at the end of the meeting fills in a checklist: what he liked about the service and what he didn’t. The owner of a small business can conduct the observation himself or ask acquaintances to "inspect" the enterprise. Based on the results of the audit, it is important to identify the positive aspects and disadvantages: what attracts customers to your company, and what makes them doubt and leave without making a deal.
- Development of standards. The corporate rules of behavior for employees, the organization of the workspace, and the requirements for the appearance of front office managers are prescribed step by step. At this stage, it is important to take into account all the significant details that affect the future prosperity of the company or its failure.
- Employee training. The corporate standard is being implemented and put into action. Employees of the firm, especially account managers, are explained the rules that must be followed.
- Checking the result. It is important to analyze the effect of the implementation of standards: whether they have a positive impact on sales volume, the depth of relationships with customers, whether they lead to profit growth.
- Adjustment of standards. In the process of work, many shortcomings and rough edges of the new enterprise management system can be identified. They should be monitored regularly, especially in the initial stages. This is helped by repeated visits of "mystery shoppers", as well as receiving feedback from customers and employees. If deficiencies are identified, work is carried out to correct the errors - making changes to the existing standards.
Conclusion
It is important to note that too zealous, verbatim adherence to the rules of the company by employees in some situations can be harmful. Compliance with the established norms should not lead to unnatural, illogical, from the point of view of common sense, behavior of employees, their inattention to the needs of customers. When implementing a corporate standard, you should proceed carefully, observing the principle of gradualness.
In any organization there should be some basic document that introduces "newcomers" to the rules of life and work in the company. Often such a document is the Rules of internal labor legislation. I propose an alternative to the Rules - the Corporate Code (sample) of the company, which contains both legally fixed provisions and the rules for working in this particular company.
Company Code
I. GENERAL PROVISIONS
1. This Corporate Code will define the rules of conduct and labor discipline of the company "A".
2. An employee hired by the company undertakes to comply with all management requirements related to the production process, and management to create the necessary conditions for the effective work of employees.
II. EMPLOYEE RECEPTION AND DISMISSAL PROCEDURE
1. Employment in the organization is made on the basis of a personal application addressed to the Director.
2. When hiring an employee, on the first working day, he must be instructed in the Personnel Management Service and in the Security Service.
3. When hiring, an employee is obliged to present, in accordance with the "Procedure for hiring personnel" adopted in the holding, within 2 days to the Human Resources Service the following documents: passport; work book, insurance certificate of state pension insurance; military registration documents - for those liable for military service and persons subject to conscription for military service; education document; certificate of identification tax number of registration with the tax authority at the place of residence; certificate of income from the last place of work.
4. The employee must immediately notify the Human Resources Service in writing of all changes in personal data (name, place of residence, home telephone number, marital status, etc.).
5. Employment is formalized by the order of the Director, which is announced to the employee against signature. The order must indicate the name of the work (position) and the conditions of remuneration.
6. For all employees who have worked more than 5 days, work books are maintained in the manner prescribed by applicable law.
7. A three-month probationary period is established for a hired employee in order to verify his compliance with the position held and the work assigned. Based on the results of the probationary period, a decision is made on the end of the probationary period, which is formalized by the order of the Director.
8. Termination of the employment relationship between the company and the employee may take place on the grounds provided for by applicable law. The calculation of wages and compensations, as well as the issuance of a work book, is carried out after the employee completes the “Bypass Sheet” of the established form, which is issued by the office manager.
10. The employee has the right to terminate the employment relationship with the company by notifying the management in writing two weeks in advance.
11. Termination of labor relations is formalized by the order of the Director.
12. Upon dismissal, all material and technical means in use by the employee and belonging to the organization are subject to return to the unit where the employee worked.
III. MAIN RESPONSIBILITIES OF EMPLOYEES
Disciplinary Duties
1. The range of duties that each employee performs according to their specialty, qualifications and position is determined by job descriptions and regulations.
2. Employees are obliged to strictly comply with all instructions of their superiors, as well as all orders and instructions that are brought to their attention.
3. Employees are obliged to observe labor discipline, work schedule, use working time for productive work, refrain from actions that prevent other employees from fulfilling their job duties.
4. Employees are obliged to comply with the requirements for labor protection, safety and fire protection, provided for by the relevant rules and instructions.
5. Employees are required to attend planning meetings and general meetings held by management.
6. Employees must keep cleanliness and order in the premises allocated for them, the canteen, toilets, workplaces, official vehicles, etc.
7. Employees are obliged to rationally use equipment, consumables, energy, fuel and other material resources of the company. Do not use them for personal purposes. The removal of equipment from the premises is carried out on the basis of a permit of the established form. Unauthorized connection and installation of software that does not contribute to the fulfillment of the goals and objectives of the employee is not allowed.
8. Employees should not abuse telephone conversations during working hours to solve problems that are not related to production activities, and also use the Internet only to solve production problems. Long-distance telephone calls of a personal nature are paid by the employee.
work ethics
6. Employees are required to have a neat appearance at work and observe the rules of personal hygiene.
7. Employees are required to refrain from profanity. Adequately use expressions with increased expressiveness. Watch the tone of speech.
8. Employees should strive to ensure that their appearance, behavior and speech contribute to maintaining a favorable image of the company in the eyes of partners, customers and stakeholders. Everything that happens in production, at the request of the employee, can be openly discussed with management at meetings of the workforce, but should not become the subject of gossip outside the company, which can damage the reputation of the organization.
9. Smoking on the territory of the organization is allowed only in specially designated areas.
10. Employees are prohibited from drinking alcohol in the workplace. For violation of this rule, management has the right to apply disciplinary sanctions, up to and including dismissal.
Other Responsibilities
11. Employees are obliged to take measures to immediately eliminate the causes and conditions that impede normal work, if it is impossible to eliminate them on their own within the powers delegated to him, immediately report this to the head of the unit or management.
14. Keys to individual premises of the company are issued only to employees who have permission to receive them, about which a corresponding entry is made in the register of the duty officer.
IV. MAIN RESPONSIBILITIES OF THE ORGANIZATION
1. The management of the company is obliged to create healthy and safe working conditions for life.
2. Promptly communicate to employees prospective and current activity plans, as well as orders and instructions.
3. To perform direct production tasks, provide employees with the necessary resources.
4. Ensure the correct application of the current conditions of remuneration and labor rationing, stable payment of wages, taking into account the personal labor contribution of each employee, social guarantees and security.
5. The management of the company reserves the right to control labor and production discipline, as well as to impose disciplinary sanctions and apply measures of material influence (fines).
6. The management of the company undertakes to promote the systematic improvement of the qualifications of employees, to promote creative and professional growth.
7. The management of the company is ready in every possible way to encourage the loyalty of the personnel to the organization and its tasks.
7. When exercising their duties, the company's management should strive to create a highly professional, efficient team, form and develop a corporate culture, and increase the prestige of working in the company.
V. WORKING TIME AND ITS ACCOUNTING
1. The time of the beginning and end of work and a break for rest and meals is established by the orders of the head of the structural unit and is fixed in the employment contract. In agreement with the management, the employee may change the working hours.
2. For overtime work (including on weekends) that has arisen in connection with the production need, the employee is provided with time off or monetary compensation.
3. The absence of an employee during working hours at the workplace, including being late, without the permission of the immediate supervisor, may serve as a basis for reducing the amount of payments for the current month and / or applying other measures, up to and including dismissal.
4. In the event of temporary incapacity for work, the employee is obliged to inform the head of his department about this on the first day of absence from work and subsequently provide a properly executed certificate of incapacity for work on a strict reporting form. Hospital certificates of arbitrary form and other similar documents are not documents confirming the objectivity of the reasons for absence from work.
5 . For family reasons and other valid reasons, the Employee, upon his application, may be granted short-term leave without pay.
6. Salary for an incomplete worked month is calculated according to the number of days worked, in accordance with the PVTR and the corporate code of the company.
VI. VACATION
1. An employee is granted an annual paid leave of 28 calendar days. The time of granting leave, its full or partial use is agreed with the head of the department and the Director of the company.
3. The employee has the right to the next paid leave and leave without pay in accordance with the Labor Code of the Russian Federation, but not earlier than 6 months from the start of work in the organization, for the time actually worked. The vacation schedule is drawn up based on the production capabilities of the unit and the company, and is approved by the Director.
4. Calculation and payment of vacation pay is carried out in accordance with the accepted rules for calculating vacation pay for company employees.
VII. HOLIDAY EVENTS
1. Organization and holding of any festive events within the office can be carried out only with the permission of the management and outside working hours, in accordance with the corporate code of the company.
2. The use of alcoholic beverages (including beer) without the permission of the Director within the official and adjacent territory during working and non-working hours is strictly prohibited. Management reserves the right to apply sanctions up to and including termination of all employees involved.
VIII. RESPONSIBILITY FOR VIOLATION OF LABOR DISCIPLINE
1. For violation of labor discipline, the management reserves the right to apply the following disciplinary sanctions: verbal reprimand; rebuke; dismissal for appropriate reasons.
2. Disciplinary sanctions are applied and approved by the Director on the proposals of the heads of departments.
3. Before applying a disciplinary sanction, explanations must be requested from the employee, and in case of refusal, an appropriate act is drawn up. The refusal of the Employee to give explanations cannot serve as an obstacle to the application of a penalty.
4. Disciplinary sanctions may be applied in cases of: being late, being absent from work for more than 3 hours without a good reason and other violations of the working hours; smoking in inappropriate places; viewing porn and gaming Internet sites; use of technical means and material resources of the company for personal purposes; improper performance of official duties.
5. Only one disciplinary sanction may be applied for each disciplinary offense.
IX. REWARDS FOR SUCCESS IN WORK
1. For exemplary performance of labor duties, increased labor productivity, continuous and flawless work, and for other achievements in work, the following incentives are applied: announcing gratitude, presenting a diploma, issuing a cash bonus, rewarding with a valuable gift.
2. Incentives are announced in the order, brought to the attention of the entire team.
3. Employees who successfully and conscientiously fulfill their labor duties are given an advantage in career advancement in accordance with the corporate code of the company.