SME Operations Manual
Please refer to:
“紧急电话联系方式”
“Emergency Telephone Contacts”
手工操作
Manual Handling
手工操作是指任何需要由人施加力气来抬、推、拉、扛移或制止某个活跃着的或不活跃的物体的活动。这是工作伤害多发领域。如30%的背痛或受伤都发生在这一程序过程中。
Manual handling is basically any activity where a person is required to exert
force to lift, push, pull, carry or otherwise move or restrain any animate or
inanimate object. It is a major area of concern since injuries obtained during such processes e.g. back pain or injury, account for nearly 30% of all workplace
injuries.
所有员工要负责确保他们有采用安全手工操作程序。
All team members are responsible for ensuring that they undertake safe manual handling procedures. 请参阅：
Please refer to: “如何安全地抬” “How To Lift Safely”
危险品
Hazardous Substances
企业有责任在企业内明确并有效管理所有危险物品的使用。该责任包含如下：
The business has a responsibility to identify and effectively manage the use of all hazardous substances within the business. This responsibility encompasses
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the following:
1. 用适当的材料数据安全单来保持对危险品的登记；
Maintaining a register of hazardous substances along with the appropriate Material Data Safety Sheets; 2. 确保危险品被正确地标记出来；
Ensuring that hazardous substances are correctly labelled; 3. 确保正确管理所有物品；
Ensuring that substances are correctly handled;
4. 对可能会让雇员暴露在危险物质下的工作进行评估；
Conducting assessments regarding any work that has the potential to expose an employee to a hazardous substance; and 5. 向员工提供如何操作危险品的培训。
Provide team members with training on how to handle hazardous substances.
登记和材料安全数据单
Register and Material Safety Data Sheets 必须保有一个最新的所有危险品的登记薄。该登记薄必须随时让所有可能受影响的员工都能使用。
An up-to date register of all hazardous substances must be kept. This register must be made available to all team members who may be affected, at all times. 该登记薄必须包括： This register must contain:
1. 厂房内所有危险品的索引；
An index of all hazardous substances kept on the premises; and 2. 每种危险品的手工操作安全数据单。
A Material Handling Safety Data Sheet for every hazardous substance.
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物品安全数据单
Material Safety Data Sheets 供应商必须提供所有危险品的物品安全数据单。这些单子中应该包括以下信息：
Suppliers must provide Material Safety Data Sheets for all hazardous substances. The following information should be on these sheets: 1. 产品名称和用途；
Product name and use;
2. 物理性质和成份；
Physical properties and ingredients; 3. 健康危险信息；
Health hazard information; 4. 急救；
First Aid;
5. 使用注意事项和安全操作信息
Precautions for use and safe handling information
作标记 Labelling 所有危险品应该被打上标记，让操作者在对该物质的使用过程中对任何可能带来的重要危险引起注意。生产商要负责确保供应的危险化学品有足够的标记。经理要负责确保所有盛危险品的容器使用适当的标记，例如，如果物质被倒到另一个容器中，新容器就必须正确标记出来。严禁用任何方式移动或改动这些标记。
All hazardous substances should be labelled to draw the handlers’ attention to any significant hazards that are likely to arise through the use of the substance. It is the manufacturers’ responsibility to ensure that adequate labelling is
included on all hazardous chemicals supplied. It is the managers’ responsibility to ensure that the appropriate labelling is used on all containers of hazardous substances, for example if substances are decanted into other containers they must be correctly labelled. These labels must not be removed or altered in any way.
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顾客服务
CUSTOMER SERVICE
服务标准
Service Standards
员工服务标准
Team Service Standards
所有员工在任何时候都必须遵守员工服务标准。
All team members must adhere at all times to the team service standards. 这些标准是用来指导我们的行为，确保顾客随时乐于与企业打交道。These standards are designed to guide our behaviour to ensure that customers are delighted every time they deal with our business. 请参阅：
Please refer to:
“员工服务标准”
“Team Service Standards”
顾客服务中的几个“决不”
The “Nevers” of Customer Service
与顾客打交道会很困难，然而还是有一些所有员工都必须遵从的黄金法则：
Dealing with customers can be very difficult however there are some golden rules which all team members must follow:
1. 决不要设法在口头交锋中打败顾客；
Never try to beat the customer in a verbal exchange; 2. 决不要冒犯顾客――无论在什么情况下；
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