1、SOPIT信息技术部洲际酒店集团InterContinental Hotels Group目录Contents001-IBP软件的安装、数据备份、软件升级002-daily maintenance日常维护003-outlook setup邮箱帐户设置004-dispose network problem处理客人电脑上网问题STANDARD OPERATING PROCEDURE标准操作程序INSTALL IBP SOFTWARE, BACKUP THE DATA OF THE IBP & UPDATE IBP SOFTWAREIBP软件的安装、数据备份、软件升级Task Number: 任务编
2、号：SOP-FIN.6. 001Department:部门： Financial & Business Support财务部Date Issued: 颁布日期：June，2008Guest Expectation: 客人期望：I expect installation process is smooth and successful. I expect user can use the software well.我希望安装过程顺利成功。我希望用户能够方便良好的使用软件。 Time to Train: 培训时间：30 minutes 30分钟Why is this task important
3、 for you and hotel? 为什么这项任务对于你及酒店非常重要？ Answers: 答案：1. Make your installation process more professional and smooth使你的安装过程更显专业并且更为顺畅。2. Maintain a good image for yourself and the team维护你自己及团队的专业的形象。3. Make your user can use the software well.使用户能够方便良好的使用软件。4. During the installation process to avoid u
4、nnecessary disruption.避免在安装过程中出现不必要的中断。WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS1) Confirm that the network is OK.确认网络连接正常Confirm that the network cable is connected to your computer already , and the network connection is working.确认电脑的网线已经连接好，并且网络正常工作Why confirm that the network is OK？为什么要确认网络连接正
5、常？2) Map network I: driver for IBP2007映射IBP的网络驱动器到I：盘l Right click mouse on “My Computer”鼠标右击“我的电脑”l Select “Map Network Drive”选择“映射网络驱动器”Click Here l Select I: drive ,选择I：盘 l Type: icszsvr1ibp$ into “Folder” Dialog Box在文件夹框中输入icszsvr1ibp$Input: icszsvr1ibp$Select I: l Input User name: ibp l Input P
6、assword: ibp07输入用户名：“ibp”，密码：“ibp07”Password: ibp07User name: ibpl Please wait seconds for create I: driver in “My Computer”等待几分钟，系统正在“我的电脑”上建立I：盘Please wait l OK! Now, you can see that the I: driver will automatic to open. 现在，你可以看到I:盘自动出现l There also create an I: driver in your computer. Both are s
7、ame path.I: driver is here Why map network I: driver for IBP2007?为什么要映射IBP的网络驱动器到I：盘？How map network I: driver for IBP2007?怎样映射IBP的网络驱动器到I：盘？3) Setup IBP2007安装IBP2007l Open “IBP2007 Setup” folder in I: driver,在I：盘上打开“IBP2007 Setup”文件夹l Double Click “IBP-AP-ShellInstallation-V2.0.exe”双击“IBP-AP-ShellI
8、nstallation-V2.0.exe”l Then click “Next” “Next” Two times. The finish windows will open, 然后选择“Next” “Next”两次，就会看到完成窗口。l Click “Start IBP Shell” to open below window, Dont block the MARCO点击“Start IBP Shell”打开下面这个窗口，不要阻止MARCOClick here for nextl Please confirm that you can see all the form and picture
9、s in below window. Then “Go to Step 2”l 确认你可以看到下面窗口中的所有表格，然后点击“Go to Step 2”Go to Step 2l Go to Step 2 for IBP2007 UPDATE.进行第二步更新IBP2007Click here for UPDATEl Open IBP2007 Program, And Go to “System Menu “打开IBP2007程序，选择“System Menu ”Bottom of your windowl Setup System Data link to Server in Network
10、driver I: 创建系统数据连接到服务器在网络驱动器I：盘服务器3. Click here to Connect to network data2. Input “ i:” here1.Click “Network Setup”Please Confirm You can see “Success!”, else you must contact IT For SUPPORT!How to setup IBP2007?怎样安装IBP2007？What need to pay attention to during the installation?在安装过程中需要注意哪些方面？Why se
11、tup system data link to server in Network driver I: 为什么要将数据连接到服务器上？4) Backup IBP2007 Data. (Backup Every Day)数据备份（每天进行）This Backup is very important, Why backup IBP2007 data. (Backup Every Day)?为什么要每天数据备份？What important about data backup?数据备份有那些重要性？Summary questions:问题汇总1. Why confirm that the netwo
12、rk is OK？为什么要确认网络连接正常？2. Why map network I: driver for IBP2007?为什么要映射IBP的网络驱动器到I：盘？3. How map network I: driver for IBP2007?怎样映射IBP的网络驱动器到I：盘？4. How to setup IBP2007?怎样安装IBP2007？5. What need to pay attention to during the installation?在安装过程中需要注意哪些方面？6. Why setup system data link to server in Network
13、 driver I: 为什么要将数据连接到服务器上？7. Why backup IBP2007 data. (Backup Every Day)?为什么要每天数据备份？8. What important about data backup?数据备份有那些重要性？Now ask the trainee to practice the task from start to end to test competency.现在请邀请你的员工从头至尾独立操作一次并检验他们的掌握程度STANDARD OPERATING PROCEDURE标准操作程序 DAILY MAINTENANCE 日常维护Task
14、Number: 任务编号：SOP-FIN.6.002Department:部门： Financial & Business Support财务部Date Issued: 颁布日期：June，2008Guest Expectation: 客人期望：I expect I can deal with all daily problems high-efficiency. I expect all equipments can work well and all staff can work with it well. I expect I can make all staff do their wo
15、rks with regularity. I expect hotel operation on the rails.我希望可以高效的处理日常问题。我希望所有的设备能够正常工作，并且所有的员工能够正常地使用设备。我希望可以使员工能够有条不紊的工作。 我希望酒店能够正常运作。 Time to Train: 培训时间：1 Day 1天Why is this task important for you and hotel? 为什么这项任务对于你及酒店非常重要？ Answers: 答案：5. Make your operating process more professional and smoo
16、th使你的操作过程更显专业并且更为顺畅。6. Maintain a good image for yourself and the team维护你自己及团队的专业的形象。7. Make all staff be satisfied with your work, and be willing to accept your help.使员工满意你的工作，并且乐于接受你的帮助。8. During the installation process to avoid unnecessary disruption.避免在安装过程中出现不必要的中断。9. Ensure hotel operation on
17、 the rails.确保酒店运作正常进行。WHAT/ STEPS做什么/步骤HOW/ STANDARDS怎么做/标准TRAINING QUESTIONS问题1) Install the software and system, configure the network and run the internal network.安装软件系统，并配置网络，使其能上内部网。l Set Company name as: InteContinental Shenzhen.公司名称统一设置成：InterContinental Shenzhen；l Set workgroup as: ICSZ工作组统一
18、设置成ICSZl Must install Microsoft latest mend program, especially sp2 in all computers.所有电脑都必须安装微软最新补丁程序，尤其是SP2；l Must open automatic update function in all computers所有电脑都必须打开自动更新功能l Must install all fonts that support all regional countries in Windows XP所有Windows XP 系统都必须安装并且支持所有国家区域的所有字体l Must open
19、Windows firewall in all computers所有电脑必须打开WINDOWS防火墙；l Must install virus killing software (McAfee Sa Enterprise) in all computers.), and update to latest.所有电脑必须安装杀病毒软件，标准为NAI（McAfee 8a 企业版）并且更新到最新病毒库；（安装光盘可从洲际酒店电脑部经理索取）l Must install genuine Microsoft office 2003 professional completely所有电脑必须安装Micro
20、soft office 2003 professional，要求完全安装，并对应操作系统的语言版本l Set IP Address and DNS is automatically obtain 所有电脑IP地址及DNS均设置成自动获取l Set administrator password is “icsz123”管理员设定统一密码，”icsz123”l Must create a separate user account from administrator, and set user name according user position in every computer.每台电脑
21、必须设有区别于管理员的独立用户账户，用户名根据电脑使用人职位设定.l For not system software, approve to install the software as below:对于非系统软件，可以安装的自由软件如下:1 ACD see;2 Adobe PDF reader;3 Adobe PDF printer;4 Photo Shop;5 Win rar Why set unitive company name and workgroup? How?为什么要设置统一的公司名称和工作组？怎样设置？Why install virus killing software a
22、nd update to latest?为什么要安装杀毒软件，并且要升级到最新版本？Why set IP address and DNS automatically obtain? How?为什么要设置IP地址和DNS为自动获取？怎样设置？Why create a separate user account from administrator, and set user name according user position in every computer？为什么每台电脑必须设有区别于管理员的独立用户账户，用户名根据电脑使用人职位设定？What is approval not syst
23、em software installed?允许安装的非系统软件有哪些？2) Deal with the E-Mail problem处理E-Mail问题Deal with the receiving and sending problems of e-mail, both interior and exterior. 处理内部及外部电子信箱的收发问题。How to solve E-Mail problem?怎样解决邮件问题？3) Character the information disks every department. 帮助各部门刻录数据光盘Help to edit multimed
24、ia files and character the information disks and data copy disks for every department.帮助各部门制作多媒体文件，并刻录数据光盘和数据备份光盘How to Character the information disks every department?怎样帮助各部门刻录数据光盘4) Set the share printer and share folder设置共享打印机和共享文件夹l Set the share printer for the computer without printer.给没有打印机的
25、计算机设置共享打印机。l Set the share folder, entering password, right control and log noting for the person who need. 给需要的人设置共享文件夹，并且设置访问密码，权限控制。并且记录日志。How to set the share printer?怎样设置共享打印机？How to set share folder?怎样设置共享文件夹及权限？5) Repair the damaged hardware equipment.维修损坏的硬件设备Contact with the Hardware Suppor
26、t, Network Support and Office Articles Support. To repair the damaged hardware equipments.联系硬件维护公司、网络维护公司、办公用品维护公司维修损坏的硬件设备。How to contact she support?怎样与维护公司联系？6) Update the virus database and software patch 更新病毒库和软件补丁Update the virus database and software patch, such as Antivirus，McAfee，Windows200
27、0/2003/xp，IBP.更新病毒库和软件补丁，如Antivirus，McAfee，Windows2000/2003/xp ，IBP等Why update the software patch?为什么要更新软件补丁？7) Adding email box applied by the stuff in the intranet () and accredit.给提出申请的员工加内网信箱（），并授权使用。Open IE Input IP Address Input user name & password Input new E-Mail user name and default passw
28、ord Save Add the user to its user group Send “New Email User” E-Mail to everyone 用IE浏览器打开内网信箱操作界面 输入用户名和密码，进入操作界面，输入要新增邮箱的用户名和初始密码，然后保存，并将用户加入到它相应的用户组中，最后发邮件给所有用户以通知大家新增邮件用户的信息。How to add a new E-Mail box?怎样新增E-Mail邮箱？8) Dispose the troubles of server.处理服务器故障。l Eliminate the daily faults of the Micr
29、os System, OPERA System. PICC System, Shiji Account System, HR System, etc. 处理各系统的日常故障，保证系统正常运行。l Take order with the interface problems among OPERA，POS，Holidex. ,etc.处理OPERA，POS，Holidex，Interface之间的接口问题Why Dispose the troubles of server？为什么要处理系统的日常故障？9) Add, delete or edit the CODE in hotel system添
30、加、删除或修改酒店各系统中的用户CODEl Add the CODE of OPERA (GR Management System)and right setting or canceling it for the propose and note the log.给申请人加OPERA（客房管理系统）的CODE及权限设置或取消CODE，并记录日志。l Add the CODE of Micros (Food & Beverage Management System) and right setting or canceling it for the propose and note the l
31、og.给申请人加Micros（餐饮系统）的CODE及权限设置或取消CODE，并且记录日志。l Add the CODE of PICC (Purchasing & Costing Management System) and right setting or canceling it for the propose and note the log给申请人加PICC（成本采购系统）的CODE及权限设置或取消CODE，并且记录日志。l Add the CODE of Shiji Account (Accounting Management System) and right setting or
32、 canceling it for the propose and note the log.给申请人加Shiji Account（财务系统）的CODE及权限设置或取消CODE，并且记录日志。Why Add, delete or edit the CODE in hotel system？为什么要添加、删除或修改酒店各系统中的用户CODE？How Add, delete or edit the CODE in hotel system？怎样添加、删除或修改酒店各系统中的用户CODE14) Control Computer Room管理计算机房Control all user IDs passw
33、ord, and the most sensitive system utilities, secured all touchy resources and critical libraries管理计算机房的钥匙，保证计算机房的防火，室温，电源设备的安全要求一致。Why control computer room？为什么要管理计算机房？How to control computer room?怎样管理计算机房？Summary questions:问题汇总1. Why set unitive company name and workgroup? How?为什么要设置统一的公司名称和工作组？怎样
34、设置？2. Why install virus killing software and update to latest?为什么要安装杀毒软件，并且要升级到最新版本？3. Why set IP address and DNS automatically obtain? How?为什么要设置IP地址和DNS为自动获取？怎样设置？4. Why create a separate user account from administrator, and set user name according user position in every computer？为什么每台电脑必须设有区别于管理员
35、的独立用户账户，用户名根据电脑使用人职位设定？5. What is approval not system software installed?允许安装的非系统软件有哪些？ 6. How to solve E-Mail problem?怎样解决邮件问题？7. How to Character the information disks every department?怎样帮助各部门刻录数据光盘8. How to set the share printer?怎样设置共享打印机？9. How to set share folder?怎样设置共享文件夹及权限？10. How to contact
36、 she support?怎样与维护公司联系？11. Why update the software patch?为什么要更新软件补丁？12. How to add a new E-Mail box?怎样新增E-Mail邮箱？13. Why Dispose the troubles of server？为什么要处理系统的日常故障？14. Why Add, delete or edit the CODE in hotel system？为什么要添加、删除或修改酒店各系统中的用户CODE？15. How Add, delete or edit the CODE in hotel system？怎样
37、添加、删除或修改酒店各系统中的用户CODE16. Why control computer room？为什么要管理计算机房？17. How to control computer room?怎样管理计算机房？Now ask the trainee to practice the task from start to end to test competency.现在请邀请你的员工从头至尾独立操作一次并检验他们的掌握程度STANDARD OPERATING PROCEDURE标准操作程序 OUTLOOK EMAIL ACCOUNT SETUP OUTLOOK邮箱帐户设置Task Number:
38、任务编号：SOP-FIN.6.003Department:部门： Financial & Business Support财务部Date Issued: 颁布日期：June，2008Guest Expectation: 客人期望：I expect E-Mail account setup process complete successfully. I expect user can send or receive E-Mail through Outlook Express smoothly.我希望Outlook邮箱帐户设置过程顺利完成。我希望用户可以很好的使用Outlook Express
39、收发电子邮件。 Time to Train: 培训时间：20 minutes 20分钟Why is this task important for you and hotel? 为什么这项任务对于你及酒店非常重要？ Answers: 答案：10. Make your operating process more professional and smooth使你的操作过程更显专业并且更为顺畅。11. Maintain a good image for yourself and the team维护你自己及团队的专业的形象。12. Make all staff be satisfied with
40、 your work, and be willing to accept your help.使员工满意你的工作，并且乐于接受你的帮助。13. During the installation process to avoid unnecessary disruption.避免在安装过程中出现不必要的中断。WHAT/ STEPS做什么/步骤HOW/ STANDARDS怎么做/标准TRAINING QUESTIONS问题1) Confirm that Outlook Express in the computer already确认Outlook Express安装在电脑中Confirm that
41、 Outlook Express in the computer already. If not , must install it first确认Outlook Express安装在电脑中，如果没有，先安装它。Why confirm that Outlook Express in the computer already为什么要确认Outlook Express安装在电脑中？2) Open Outlook Express打开Outlook ExpressFind Outlook Express in program, and click it to open.在程序中找到Outlook Ex
42、press，然后单击它以打开程序How to open Outlook Express？怎样打开Outlook Express？3) Open E-Mail account wizard打开邮件帐户设置向导Select “Tools” on menu bar Click “Accounts” Input name打开菜单栏工具帐户.(见图1) 输入显示名字(见图2)(Melissa Zhang)此名字为发邮件出去所显示的名字.图1图2How to Open E-Mail account wizard?怎样打开邮件帐户设置向导？4) Input user account输入邮件帐户名称Input
43、 EMail address:在电子邮件地址处输入分配给你的邮件地址,如(图3)User.name图3Where to input E-Mail address?在哪里输入电子邮件地址？5) Input E-Mail server输入邮件服务器名字Input E-Mail server name:输入邮件的服务器名字.见图4 图4What is name of the E-Mail server?邮件服务器的名字是什么？6) Setup complete设置完成Input user information:图5Input user account name and password: User
44、.name图6图 7Where to input user information?在哪里输入用户信息？Why input user account name and password?为什么要输入邮件帐户名和密码？Why select settings?为什么要选择设置？7) Receive and send E-mail收发电子邮件Click Send/Receive button to send or receive E-Mail through Outlook Express在Outlook Express中用收发电子邮件按钮收发电子邮件How to send or receive E-Mail through Outlook Express?怎样在Outlook Express中收发电子邮件？Summary questions:问题汇总1. Why confirm that Outlook Express in the computer already为什么要确认Ou
