After I graduated from * * school majoring in optical fiber, I started working in * * county communication branch in * *. I am engaged in exchange maintenance. On, I was appointed as a professional technician of switch maintenance after examination by my superior. Up to now, I have been awarded the post of technician for four years, and other conditions have reached the qualification of assistant engineer. The work in recent years is summarized as follows, and the leaders of the municipal company are invited to review and evaluate it.
First, seriously study technical business and master equipment maintenance skills.
I worked in * * for the maintenance of program-controlled switches from * * to * * in * *. This is also my first job since I joined the work. In fact, the equipment maintenance of * * is mainly based on exchange equipment, including the comprehensive maintenance of local metering, power supply, transmission, oil engine and other equipment. In the comprehensive maintenance work, we always adhere to the principle of "integrating theory with practice", learn while using, and constantly improve professional maintenance skills.
As the saying goes, "if a worker wants to do a good job, he must sharpen his tools first." In the study of professional technology theory, the principle of combining internal and external is adopted, with self-study as the main part and company training as the supplement. After all, the time to go out for training is extremely limited. Over the past few years, I have maintained uninterrupted learning and played an effective guiding role in practical work.
Confucius said, "In a threesome, there must be a teacher." . Therefore, in practical work, I strongly warn formalism and always maintain a modest and prudent style. If you encounter obstacles that you can't handle, consult experienced experts in time, which will not only restore normal communication in time, but also learn technical skills. In a few years, I have mastered the operation of exchange office data and user data. Have a further understanding of the performance of SDH equipment; Have a deep understanding of the working principle of power supply equipment; He has accumulated some experience in maintaining ISDN, broadband equipment and terminals, and removed terminal obstacles for ISDN and broadband users for more than 200 times. In addition, in many large-scale cutovers, the tasks assigned by superiors were successfully completed.
Second, strive to forge ahead and strive to develop in the direction of technical management.
* * 10 June, due to work needs, transferred to the county company, responsible for the improvement of the computer room environment and the maintenance of exchange equipment. The change from technical post to technical management post has set a new and higher standard for me, and also created a good opportunity for the improvement of comprehensive quality.
For comprehensive work, I plan my time reasonably and make overall arrangements to ensure that all the work does not fall behind. Especially in the improvement of the computer room environment, I took the relevant requirements of the municipal company as the standard, worked hard on the details, cooperated with the construction and maintenance departments, and achieved good results. In the previous safety inspection, the municipal company affirmed and pointed out the shortcomings. In this regard, I carefully summarized and completed the rectification in time.
extreme
First of all, on behalf of all the cadres and employees of * * Company, I would like to express my heartfelt thanks to the leaders at all levels and customers who have long cared, supported and helped the development of * * Company!
Carrying out democratic appraisal is an important measure to fully implement the xx spirit of the Party, improve and optimize the communication service environment, enhance the quality of customer service and build a harmonious society. In recent years, with the care and support of leaders and customers, and in line with the service tenet of "all for customer satisfaction", * * Company has carefully compared the specific requirements of professional ethics construction, listened to customers' opinions, closely focused on the hot and difficult points of communication services, insisted on putting customers' interests first, earnestly carried out self-examination and self-correction, and carried out professional ethics construction activities in an in-depth and orderly manner. Below, I will report the work situation of * * company's work style construction as follows, please consider it.
I. Basic Information of * * Company
* * Communication Company was established in * * * in * * to undertake network construction, business development and customer service in * * area. The company is located in the first district. * * Road, * * District, employs * * people, including * * people in party member, * * people in league members, and * * people with college education or above. The internal organization consists of six departments: marketing department, campus marketing department, engineering operation and maintenance department, comprehensive department, customer service center and key customer center. In recent years, * * Company has insisted on accelerating development, combined with five major market breakthrough targets, and vigorously promoted four excellent projects of "excellent network", "meticulous service", "accurate calculation" and "fine management". Business has reached a new level, network construction has made a new breakthrough, covering the whole region of * *, communication service capacity has been further enhanced, and the concept of "letting all free companies" has been passed on to thousands of households in * *.
Second, moral construction work.
20xx is the first year of telecom reform and reorganization, and it is also the first year of 3G. Under the new situation, all the staff of * * Branch are United, work hard, actively respond to the overall deployment and requirements of the "Implementation Opinions on the Work Style of Democratic Appraisal in * * City for 20xx-20xx", fully implement and promote the work style construction, and mainly do the following work:
(A) unified thinking, organization in place
1. Since the implementation of the spirit of documentNo. 1 issued by the regional bank evaluation office in July this year, our company has organized three mobilization meetings for all staff of work style evaluation to convey the requirements of work style evaluation and deploy work style construction.
2. A leading group for professional ethics evaluation was established, with the general manager as the leader and the deputy general manager as the deputy leader. The leading group has a professional ethics construction office, which is responsible for daily affairs, holds regular professional ethics construction analysis meetings, coordinates, urges implementation, and checks the effect to ensure the implementation of professional ethics construction.
(B) standardized standards, training in place
(1) Strictly implement the communication industry standards, and follow the unified service behavior norms such as * * company business service norms, user complaint handling procedures, mobile business agency management norms, business hall management norms, and customer data management norms.
(2) Carry out comprehensive training to improve service ability. To promote the people in the company window
For the service quality of employees, our company gave lectures on all-round professional knowledge such as service knowledge, service etiquette, communication skills, team spirit and self-motivation, which improved the overall quality of employees and the professional level of window staff. While we are training professional theoretical knowledge, our daily training is also constant all the year round. In view of the new problems in window service and the new requirements put forward by customers, training plans are made and regular training is conducted, so that the service level and service quality of the window can keep pace with the times and be stable at a high service level for a long time.
(3) Work hard and improve service.
Implement the "three stresses" project, namely, business window, * * * customer service center and online service. In the business hall and * * * customer service center, we will carry out special management and promotion of standardized services, make unannounced visits to the implementation of sales staff's active service, smiling service, standing service and "three-tone service", conduct multi-form spot checks on the telephone service of * * * customer service representatives, and supervise and rectify the existing problems; At the same time, the service function of the online business hall was specially optimized, and the service was further extended through multi-channel publicity through websites, media and service windows, which ensured the service specifications of all service windows and improved the customer service quality.
(d) Raising standards and expanding services.
In order to cooperate with the construction of new socialist countryside and provide more convenience and services for rural users, our company launched the "10 million" project with the goal of one village and one address, and set up * township offices, * * business halls and * * outlets. At present, the service tentacles have been fully extended to rural areas, providing convenient and high-quality services for rural users.
In recent years, our company has continuously expanded the breadth and depth of services, and strived to improve the customer satisfaction rate, requiring account managers, township directors and channel managers to go into enterprises, communities, towns and villages to publicize and handle the company's business, and to carry out various publicity and service activities in squares, communities and construction sites during holidays such as May Day and National Day, so as to create a quality service brand and provide users with satisfactory quality services.
There are many colleges and universities in our area. For students, on the one hand, we negotiate and cooperate with relevant universities to build a special social practice platform and provide various ways to help students. The company has set up a special communication group network for teachers and students at school to provide high-quality communication services. On the other hand, our company constantly promotes the construction of campus business halls and teams and extends services. At present, 1 school has a * * campus business hall and 1 team, with full coverage of services. In the fall semester of freshman year, sales services were carried out in various forms, such as clip-in, on-site card issuance and on-site sales, which were well received by teachers and students.
Strengthen network construction, improve signal coverage and ensure reliable operation. Our company has built a number of G network base stations with transmission lines of * * * kilometers; At the same time, the network optimization team continuously makes a series of network optimization adjustments according to customer needs, constantly improving network quality and comprehensively enhancing user perception.
(E) innovative services, highlighting advantages
"It is convenient for users to think what users think, and what customers do is what users do". In order to improve the convenience of telephone bill inquiry, besides providing customers with telephone bill inquiry hotline, SMS inquiry and business hall inquiry, our company has also opened up a variety of ways to obtain telephone bill information, such as website inquiry, email billing service, mailing billing service and telephone bill weekly service. Our company through the dual-screen "sales assistance system", let customers clearly see the product introduction and selection process, and remind customers.
In terms of business hall services, 3G experience area has been added, through which customers can experience the super pleasure of surfing the Internet, the clarity of videophone and the smoothness of network TV, so as to enhance their perception. In the experience area, we also set up the IPHONE area, which is our main business after the listing of 3G, allowing customers to get in touch with our products at zero distance and experience the infinite excitement it brings. The business hall will fully serve the experience area and make efforts for the development of our 3G business.
For VIP customers, we launched the "air recharge" activity. The characteristic of the activity is very convenient, and customers don't need to go to the business hall. As long as the customer's phone bill balance is higher than the recharge amount of the activity, you can contact the customer service manager to operate directly, so that the customer can get a phone bill and save time.
We responded quickly to some personalized needs of our customers, and launched special services such as "Mobile Newspaper", "Mobile Finance" and "Mobile Music" in time. At the same time, the service function of online business hall is constantly improving. Users can handle all kinds of company business without leaving home, just log on to the webpage, and also participate in the online number selection activities of the * * * section to grab the beautiful number in advance.
(6) Improve the assessment and persevere.
The construction of professional ethics is a long-term and systematic work, which needs to be deepened gradually. Our company takes "being responsible to the people and satisfying the people" as the standard, establishes and improves the relevant assessment mechanism, and pays attention to long-term management. Strengthen the supervision of service work, track and check the service quality throughout the whole process, and link it with bonus assessment. In personnel management, actively implement the "three four five six" system: "three" means "three noes"-don't leave without leave at work, make no mistakes at work, and don't declare for service; "Four" means four possessions-ideological progress, achievements in work, technological innovation and improvement in service; "Five" means "five modernizations"-service target, management standardization, post standardization, work order and handover institutionalization; "Six" means "six stresses"-unity, discipline, study, service, courtesy and dedication. Through a series of inspections and assessments, the service awareness of employees is effectively strengthened to ensure the continuous improvement of service quality.
There is a business with customers, and there is no business without customers; All the work of an enterprise should start from the perspective of serving customers, and ultimately aim at serving customers. Our company will, as always, pay close attention to service, strengthen management, take "customer's business is business" as its business philosophy, and make due contributions to creating a good communication environment and building a harmonious new world.
Tisso
20XX is a year of more intense market competition. As the vice president in charge of market operation, my job responsibilities are: to grasp the changing trend of the market in time, study the market operation strategy, organize the formulation and implementation of feasible market operation plans and schemes, and strive to assist the general manager to complete the company's business objectives and tasks.
20XX 1- 10 month, our business indicators followed the image progress, the image progress of business income was 865,438+0.7%, and the KPI score in the third quarter was 97.75. Judging from the current application situation, the overall indicators can be completed this year.
Over the past year, in order to ensure the completion of various goals, I have worked in the following aspects:
1, adjust the organization, define the division of labor, and ensure the implementation of all work.
According to the actual situation of market operation, in order to improve the execution and ensure the decomposition and implementation of various work objectives, I have made a serious study on the institutional setup and division of labor of the market operation department. With the support of the company's general manager, I have made great adjustments to the organization and personnel, and set up data business center, group customer center, channel management center and other institutions successively, and arranged qualified management personnel for the marketing department, so that everyone is responsible for implementing the objectives. At the same time, in the process of work, we constantly modify and improve the management process and strive to improve work efficiency. After the adjustment, the passive situation of uneven busy and idle employees, unclear division of labor and ineffective work implementation has been changed, which provides a guarantee for the promotion of the overall work in the next step.
2. Straighten out the service process and improve the service quality in an all-round way.
In terms of service, I will carefully analyze users' complaints, suggestions and consultations every month, organize to find out the problems existing in service work, and adjust the service process according to the actual situation. For example, in view of many problems when users roam abroad, we have revised the business process in time, added the link of on-site counseling before users visit, let users know more about the operation and dialing methods of mobile phones, reduced roaming complaints and improved customer satisfaction. In order to further improve the service quality, in February this year, the company set up an internal service hotline, improved the service assessment method, and provided strong support for employees to implement the "first inquiry responsibility system". During the operation, we set up a communication bridge between the management, employees and users of the company through the hotline, which provided a guarantee for listening to the opinions and suggestions of users and employees in time and quickly finding and solving problems in the work. After several months of operation, the service quality has been greatly improved and the service complaints have been significantly reduced.
Through the research on customer satisfaction of * * by consulting company in 2003, it is found that due to historical reasons, the main business hall in * * District is small and there is no special reception room for big customers, so the difficulty in payment affects the satisfaction of big customers. Therefore, I organized the marketing department to submit a rectification plan to the company, which was recognized by the senior general manager. The service environment has been greatly improved through the expansion and transformation of the business hall. In this year's survey of consulting companies, we found that our service level has been greatly improved.
3. Seriously devote to personnel training and strive to establish a strong executive management team.
Having an excellent management team is the premise of doing all the work well. At work, I attach great importance to the cultivation of talents. With the support of the general manager, I boldly hired a group of young people with solid work style, innovative spirit and development prospects as the directors of various centers, guiding them to turn pressure into motivation and strive to establish an environment for rapid growth of talents. Using the activities such as "5 million marketing" and "exchanging points" arranged by provincial companies, I gave careful guidance to managers at all levels from the aspects of scheme formulation, supervision and implementation, which greatly improved everyone's marketing planning ability and management ability, and enabled the activities arranged by provincial companies and municipal companies to be well implemented, especially the points feedback activities from May to August, ranking first in the province in completing tasks.
We also attach great importance to the training of marketers and account managers, and often arrange people with marketing experience and good work performance to teach you working methods and skills, so that everyone can understand that only by doing a good job can we do a good job in marketing and improve the communication ability of marketers, account managers and users. After repeated training, the marketing ability of the marketing team, especially the marketing team in * * District, has been greatly improved. 1-September, the income of the central area of * * increased by 8.27%, and it is expected to achieve the task target of 9% this year, reversing the situation of negative growth for three consecutive years and bringing a good start to the development of two counties in the city.
4. Do a good job in channel construction and promote the development of the company with external help.
Channel construction has always been the weakness of * * work. At the beginning of my tenure, I emphasized channel construction, focused on improving the marketing ability of marketers and cooperative business halls, strengthened the training of marketers, salespeople and agents, revised the payment method of agency fees at the same time, and strengthened the awareness of channel managers of the company to serve marketers and cooperative offices, which greatly improved the enthusiasm of channels. This year, we have accelerated the construction of rural channels in accordance with the policy of "township cooperation and village-to-village agency" of provincial companies. By the end of 10, our company had built 13 cooperative business halls, which laid a foundation for improving service and accelerating development. According to the arrangement of the provincial company, we also launched the electronic card sales business in due course this year, which is a good way to facilitate users and improve services. We will do this job well.
5. Strengthen management, improve performance and strive to improve execution.
In order to strengthen management and fully mobilize the enthusiasm of employees, I attach great importance to the performance management of departments and employees. Through the development of performance management, we have a new understanding of the establishment of institutions and processes in the operation department. While setting up the organization reasonably, we require each center to formulate performance appraisal methods according to the work objectives and regularly assess the work of employees, so that the working ability of managers and ordinary employees has been improved to varying degrees.
In terms of business management, we should work hard on the word "fine", re-formulate business management processes, arrange part-time auditors in two counties, strengthen supervision and inspection, try our best to avoid loopholes in management and reduce possible losses.
6, in-depth practice, investigation and study, timely find problems and solve problems.
Over the past year, I have often gone deep into practical work, conducted research among employees to find out whether the process is smooth, obtained opinions and suggestions from employees, improved the workflow and working methods in time, and gave guidance to managers. Through contact with employees, I constantly preach our business philosophy and ideas among employees, so that employees can understand and realize the importance of their work and improve their recognition and enthusiasm for the enterprise. At the same time, personally visit customers, listen carefully to their opinions and suggestions, find problems in service and marketing, and solve them in time. In March this year, during my visit to group customers in Jinshantun District, I found that some users were dissatisfied with * * company because they thought that our company was not allowed to charge fees. Through analysis, it is believed that although the causes of the problem are various, the root cause lies in our own existence.
Because we can't ignore it, it is because our company's tariff packages are complex and diverse, which is difficult for users to understand. Some salespeople and marketers are poor and can't give users a clear explanation. In view of this problem, I immediately organized research on countermeasures, strengthened the training and assessment of personnel, improved the ability of service personnel to explain bills and bills, and trained all sales personnel (including sales personnel in cooperative business halls) in batches to improve the quality of sales personnel. After a period of hard work, customer satisfaction has been greatly improved.
By visiting customers, we can also urge employees to carry out service and marketing work in a down-to-earth manner to ensure that our business philosophy is truly implemented.
Over the past year, under the correct leadership of the provincial company, with the support of the general manager and team members, and through the joint efforts of the competent personnel, I have achieved good results in my work. While I have made achievements, I also clearly see that there are still some problems in the process of performing my duties: first, the working ideas are not systematic enough, the overall grasp of the work is still lacking, and the driving ability needs to be further strengthened; Second, the working methods are not scientific enough, sometimes there is impatience in the work, and the leadership art needs to be further improved; Third, the decision-making is not decisive enough, the command is not strong enough, sometimes the work can not be put down, and the initiative and creativity need to be further developed. Have a clear understanding of the problems existing in the work, and have the determination and confidence to overcome and improve them in the work practice through study.
In view of the problems existing in myself and my work, my next work will start from the following aspects:
1, do a good job in performance management. Through the development of this work, guide the middle-level cadres and managers of the marketing department to grasp the work direction in time, strive to improve their work ability, and drive all managers to make continuous progress and achieve their work goals.
2. Strive to improve the service level, strive to make a big breakthrough in the service of major customers, group customers and ordinary customers, actively promote industry information solutions, and highlight business and service advantages.
3. Improve the overall planning ability in business promotion and marketing work, plan carefully, make good use of living expenses, and ensure that all work is carried out in an orderly manner.
4. Strengthen management, avoid loopholes, ensure the consistency of work objectives of all departments, and further improve execution.
In the future work, I will cherish the trust and expectation of leaders and comrades, strive to improve my political quality and professional quality, constantly enhance my awareness of the overall situation, responsibility, efficiency and quality, carry forward my achievements, overcome my shortcomings, conscientiously do my job and make new contributions to the cause of * *.