The work plan of the Director of Operations for the second half of the year is 1 xx. Under the guidance of the company's work style of advocating, telling the truth, doing practical things and doing practical things, I earnestly performed my duties. Through work innovation and strengthening the supervision of the branch, all the work has been developed and improved, and the work plan at the beginning of the city has been successfully completed. The work in the past six months is reported as follows:
First, strengthen their own learning ability and improve the team's execution.
Over the years, I have relied on experience and feeling for the on-site management of supermarkets. Since I went to work in the headquarters, I personally deeply realized the lack of personal professional knowledge and operational skills. Under the supervision of the general manager, I insist on learning and summarizing from books, supermarket weekly and on-site employee exchanges. After studying, I further deepened the principles of commodity classification and basic display skills. I strengthened my hands-on ability and demonstration ability, increased my confidence and strength in supervising the employees of the branch, and strengthened and improved the execution of the whole team.
Second, enhance the sense of responsibility and earnestly perform their duties.
Since July of xx, No.8 Branch Company has implemented information exchange and single item management in a unified way. The next step is the inspector's inventory work, which will be carried out in all branches. As a result, there has been a shortage of single products, unsalable goods, cross-coding, and inventory without files. When dealing with these problems, every branch is faced with the management training and ideological guidance of "dealing with old problems now and putting an end to them in the future".
Under the guidance of the company's leaders, I can strictly perform my duties according to the company's various management processes and rules and regulations, go deep into the front line with a serious and responsible working attitude, check problems, find ways and do work, and so far, most problems have been properly solved. Front-line employees' awareness of commodity management, loss prevention and compliance with rules and discipline has been greatly improved.
In terms of store expansion, the market expansion of Lixin, Bozhou and Linquan was increased. So far, the branch has opened three new stores in the first half of the year, and several locations are under active negotiation.
Third, seek development and achieve results.
In the second half of the year, my work focuses on six aspects: the implementation of the system, the change of ideas, the implementation of indicators, the improvement of skills, the change of store appearance and the expansion of market share. Go all out to complete the business targets set at the beginning of the year.
The work plan of the director of operations for the second half of the year 2 reviews the work and life of the manager of the operation department during the probation period, and there are many things to sum up. It is gratifying to have done it well and succeeded, but what makes me feel more deeply is the experience of this life. As a manager of a company, to do a good job, we must first know where we are; Clarify your responsibilities and responsibilities; Know exactly where you are and what you want to do. As far as status is concerned: from the perspective of leadership decision-making, I am in the position of "assistant"; From the perspective of execution, it is in the position of "executor"; Be in the position of "implementer" in dealing with some specific things. Therefore, I strive to be conscientious in my work, not exceeding my authority and offside, and strictly demand myself to be a sincere and loyal manager.
With the care, support and help of company leaders, plus the strong support and efforts of colleagues. Therefore, the work during this period is relatively smooth. We have successfully completed all the tasks assigned by the leaders, and we have gained in learning, ideological progress and business improvement. During the post-trial, I felt a lot. I would like to take this opportunity to make the following brief report on my work, and ask the leaders to give their opinions.
A comprehensive summary of the work during the trial period
With the support and trust of company leaders and colleagues, I was transferred from the position of operation supervisor to the position of operation manager. During the probation period, I will lead by example, love my job and be honest, adhere to principles, be loyal to my duties, and fully guide and promote the work of the department. The work during the post trial is summarized as follows:
1. Deployment and management of daily work
As a member of the operation department, daily management is a very important part, which directly affects the company's image and customer relationship. At work, we mainly focus on the following points to control:
(1) Responsible for the standardized management and control of hardware such as environmental sanitation, counter layout, commodity display and facility maintenance of the stores under its jurisdiction;
(2) Responsible for the control of standardized management such as gfd, shopping guide and promotion, and reception service. Employees;
(3) Responsible for coordinating and handling general emergencies of the head office, such as customer disputes and merchant disputes;
(4) hold an early meeting at 8:40 every morning; Generally three times in the morning, middle and evening; And do a good job in daily communication, inspection and coordination; Focus on checking the main shops and merchants on the pedestrian street.
(5) Investment promotion.
2. Properly handle the relationship between customers and suppliers
The relationship between merchants and customers is mainly the relationship between merchants and customers. As far as major stores and pedestrian streets are concerned, the following points are mainly used for communication:
(1) Be responsible for regular, comprehensive and accurate communication with merchants and main stores, and actively grasp the business dynamics of the counter;
(2) In line with the principle of good faith and win-win, maintain mutually beneficial business relations with merchants and main stores;
(3) Hold regular seminars and biweekly planning meetings of the Head Office to solve the problems raised in time or report to the superior leaders.
(4) Communication with merchants in pedestrian street is mainly based on operation assistants, collecting information among merchants in time to deal with various situations encountered.
In dealing with the relationship with customers, we take the service desk as the information collection and feedback center, feed back customers' needs and complaints in time, and give customers reasonable and satisfactory answers, mainly from the following aspects:
(1) Ensure that the employees under its jurisdiction provide honest, cordial and humanized services to customers, and constantly improve on the premise of maintaining the service level;
(2) Ensure that employees under their jurisdiction keep close communication with customers and fully understand customers' needs and suggestions in time;
(3) Actively and steadily handle all kinds of disputes and disputes raised by customers;
3. Effective communication with leaders and departments
Smooth operation and good results are the understanding and strong support of leaders, the cooperation and communication of brother departments, and the joint efforts of all employees of the company, Qi Xin. In my later experiment, I started from the following aspects:
(1) Complete various tasks assigned by superiors;
(2) Maintain timely, comprehensive and regular communication with the superior leaders on the problems in the work, and ensure the smooth communication channels between subordinates and the company's top management.
(3) Submit business reports regularly, summarizing business contents such as sales analysis, market research and improvement measures.
4. Department management to build an excellent operation team.
As managers, department heads have the responsibility to optimize and integrate departmental resources, improve departmental cohesion and strengthen smooth communication between departments, mainly from the following aspects:
(1) Carry out the spirit and instructions of the superiors and ensure that the subordinate employees follow them;
(2) timely discover and solve problems in employees' work,
(3) Regular professional and knowledge training for subordinates to ensure that their business skills and work quality meet the work requirements.
(4) Investigate the actual working ability of subordinates, make a correct evaluation and feed back the information to the leading office;
(5) Actively understand the ideological trends of employees, conduct necessary communication, and timely solve or reflect internal disputes among employees to superior leaders.
Second, the experience and lessons in the work
While I am actively involved in my work, I always pay attention to the learning of knowledge and the accumulation of experience, carefully analyze the reasons for the success or failure of each work, sum up experiences and lessons, accumulate for future work and grow myself.
1. Take principles and systems as management criteria.
As middle managers, they also adhere to certain principles when deploying tasks and making decisions after the tasks assigned by the leaders are issued. He should strictly follow the system of the group company, distribute his work reasonably and fairly and think rationally.
(1) love their jobs and be loyal to their duties; Good conduct and integrity; Adhere to principles and set an example.
(2) Familiar with national laws and the company's work-related rules and regulations;
(3) Be familiar with the work flow, operation points and precautions of this department, and have management knowledge of improvement and innovation;
(4) Responsible for setting work objectives, reasonably organizing and arranging tasks, paying attention to the tracking and control of the completion in the implementation process, evaluating and assessing the achievements, and striving to complete the work with good quality and quantity on time.
2. Know yourself and be a prepared manager.
Nowadays, business competition is very fierce. In order to increase their market share and expand their influence, various commercial squares adopt various business strategies and means to promote sales. The new commercial plaza is also actively entering the Luoyang market, which makes the competition in Luoyang market very fierce. If we want to maintain our own advantages in the market, we must strengthen and continuously inspect our competitors in order to make corresponding responses. Usually mainly from the following aspects:
(1) Fully understand the Luoyang Wanda project, including the surrounding facilities and environment, do a good job in interpreting the project, and comprehensively analyze its advantages in the market.
(2) Analogy investigation and analysis of existing projects, to understand product types, business positioning, rent structure, management mode, business degree, consumer groups, etc. On the other hand, and analyze the advantages and disadvantages of competitors.
(3) Analyze the threat of the entrant to the comparable project about to enter the Luoyang market, and estimate the impact on me.
(4) Continue to do a good job in business circle investigation.
3. Effectively communicate and collect management-related information.
In operation, communication is a very important link. We can get a lot of useful information through communication, but communication is only a means, and obtaining management-related information is the purpose. Communication is a flexible way, which requires mastering skills and paying attention to the progress and depth of communication. While learning communication skills, we should pay more attention to collecting information. In communication, we mainly pay attention to the following points:
(1) Communicate with merchants: pay attention to their background, sales model and performance. Before negotiating with merchants, we must fully understand the brand information of merchants and the sales situation of existing physical stores, and understand their brand information in order to better locate and position the brand. Usually pay attention to the business information of the merchants and prepare for investment adjustment.
(2) Communication with customers: listen carefully to customers' complaints and suggestions, understand customers' ideas and needs, give customers appropriate answers according to systems and processes, learn from customers' complaints and suggestions, and improve management quality and image.
(3) Communicate with leaders: accurately understand the orders and tasks given by leaders, solve problems in time, and complete the work with good quality and quantity as required.
(4) Communication with other departments: In the work, cooperation and support between departments are needed, and strengthening communication between departments can make the work more smooth.
4. Reasonably arrange and subordinate work, and integrate and enhance the working ability of the department.
As a middle-level manager, the department manager of the operation department needs to set the task target at the higher level, and when facing the problem, reasonably arrange and assign tasks to his employees, so that everyone can work together with Qi Xin to complete the task and solve the problem. At this time, it is necessary to consider how subordinates can improve the overall work efficiency of the department and realize the distribution between employees and tasks. The following points should be noted in the work:
(1) According to the existing posts in the department, subordinate their respective posts. The company's post setting is arranged through scientific and reasonable division of labor, and each post has its own work content and responsibilities. When arranging the work, it is necessary to clarify the responsibilities of each post and the impact of this responsibility on the overall work task, and inform the recipients of the task.
(2) Understand personality, hobbies, etc. Employees and arrange tasks related to their hobbies, so that they are willing to accept the assigned work, which can improve the enthusiasm of employees.
(3) scientifically analyze and evaluate the nature and workload of tasks, rationally and scientifically divide tasks, and distribute tasks fairly.
5. Establish and improve performance evaluation, and evaluate employees fairly.
On the basis of the company's personnel assessment, we should pay more attention to the assessment of employees within the department, and make a scientific performance evaluation of employees' work nature and workload, so that employees' efforts can be reflected, employees can understand the importance of responsibility, and also provide a basis for employees' post adjustment and salary and welfare adjustment. The key value index method is mainly used as the main assessment method in the work, and the specific operations are as follows:
(1) According to the responsibilities and task objectives of each post, determine the quality that should be achieved in its work as the key value. If it is not completed, the value will not be reflected. If it is completed, the value will be reflected. If it is overfulfilled, the value will be high.
(2) assess the responsibility and ability, and divide the weight according to the nature of the work;
(3) Divide responsibilities and weights into indicators, and assign corresponding weights and scores to each indicator;
(4) Measure and evaluate employees' work and tasks fairly.
Third, the next step plan
Two months have passed since the New Year. We summed up the experience and lessons in order to improve the management level, sort out the work flow, improve the work efficiency and better complete the future work and tasks. In the new working year, we should arrange our work in a planned and focused way. The following is my brief work plan:
(1) Assist in promoting the continuous investment promotion of outdoor pedestrian streets, and do a good job in investment promotion, paving and finishing.
(2) Complete the signing of the contract and the collection of contract-related expenses.
(3) Optimize the brand resources of pedestrian street, and continue to reserve and negotiate brands in daily life.
(4) Operating, storing operation data and accumulating relevant knowledge.
(5) Establish and improve brand library management, collect relevant brand resources, and prepare for investment promotion adjustment;
(6) Establish a database of existing merchants, including basic information of merchants, brand of agents, collection of rent and property management fees, daily operations, etc., so as to facilitate the orderly development of daily work.
Four. Company (department) rationalization proposal
Our company's management system is relatively advanced, both system formulation and process design are scientific and reasonable, and daily control is effective, but there are also some minor problems, which I would like to mention separately:
(1) The operation department is the management core of the commercial management company, and leaders should understand and provide more support. All employees in the operation department have paid a lot, whether it is the collection of daily rent and property management fees, the income generation of diversified businesses and the adjustment of merchants' investment. Daily management is more complicated, I hope the leaders will understand.
(2) For the company's systems and processes, some employees do not fully understand them for various reasons, and often explain and train some systems and processes.
Verb (abbreviation of verb) wants relevant training and support.
The improvement of operational efficiency is achieved through mutual learning and communication. I hope that in the new working year, there will be more opportunities to learn from each other, visit each other, and exchange and share work experience.
Director of Operations 3 Work Plan for the Second Half of the Year Since I took office, with the correct leadership of the bank leaders and the strong support of all employees, I have actively cooperated with the superior leaders and earnestly fulfilled my post responsibilities, and successfully completed all the indicators and tasks issued by the sub-branch, and all the assessments are among the best in the unit. The work of the past year is now reported as follows:
First, strengthen study and improve quality.
At present, we are facing a new environment. We should adapt to the new economic situation while learning from previous work experience. If you don't understand anything in your work, you should actively consult your colleagues with an open mind and master the business skills of each position as soon as possible. At the same time, we should carefully study all kinds of business documents issued by sub-branches and master the business development trends of sub-branches so as to correctly handle all kinds of business relationships in our work and enter the role as soon as possible.
Second, enter the role and earnestly perform your duties.
As an operation supervisor, I strictly follow the requirements of standardized services and my post responsibilities, meticulously implement them, adhere to the daily morning meeting system, and make the morning meeting as short as ten minutes colorful, which improves the morale of employees and inspires their spirit. Adhere to the three-day inspection system, daily regular meeting and weekly report meeting. Effectively mobilized and stimulated the enthusiasm of employees in marketing products. Combined with the quality customer management system, do a good job in quality customer maintenance, marketing and contract management.
(1) Strengthen the concept of quality service and improve the quality of counter service. Take the transformation of outlets and the introduction of standardized services as an opportunity. By organizing employees to learn, watch the process, service standards and marketing terms and skills of each position, and discussing and writing, employees can feel through games, so that employees can further understand the connotation of quality service, strengthen the concept of quality service, implement the service concept in their work, standardize the counter service standards, and master the service skills such as how to resolve customer dissatisfaction and properly answer customers, and the counter service level has been greatly improved. Marketing personnel conduct business diversion and customer guidance in the lobby, and guide customers to use self-service equipment; Business consultation and product promotion; Identify and recommend high-quality customers and expand potential customers; Personal financial product marketing and services, handling customer objections and complaints; Maintain the business environment and order. All kinds of postures are coordinated and relaxed. Many employees' professionalism and thoughtful service have been praised by most customers.
(2) Strengthen team building and give full play to the positive role of the incentive mechanism. In order to further improve the enthusiasm of employees, the performance distribution assessment of employees is refined and quantified according to the assessment standards, and obvious results have been achieved. In order to reflect the scientific nature of the assessment, different assessment indicators are set according to different jobs, and a work ledger is established for each employee, and all employees participate in the assessment. Teller assessment, marketing performance, error assessment and deduction are announced one by one every month, making the assessment more fair, just and open. With the adoption of indicators, employees' income increased.
(3) Actively expand business and successfully complete all indicators of the Bank. First, do a good job in the maintenance and intensive cultivation of existing customers, always take customer service as the service purpose, measure the quality of our work with customer satisfaction, always put customers first, and constantly improve the service model in order to achieve the effect of bringing the old with the new. Second, actively carry out various publicity and marketing work, develop new customers, enhance mutual understanding and trust through effective communication on weekdays, and treat every customer with inquiries, guidance, publicity and marketing, which has played a certain role in establishing our business brand and business development.
Third, do business honestly and establish an image.
During my tenure, I have been responding to and implementing the relevant policies of the superior bank, earnestly studying and understanding the spirit of the branch's documents, constantly changing my concept, improving my service level, raising my awareness of strengthening management and preventing risks, and maintaining a clean work style. As the operation supervisor, I unite all the employees, set an example, adopt an "open, fair and just" attitude in dealing with problems, take facts as the basis, be impartial and convince people by reasoning. After work, I will continue to strengthen my study, improve my business and management level, and strive to be a qualified deputy.
Four, the existing shortcomings and xxx year work plan
Although I have made a lot of achievements in a year, there are still many shortcomings, such as insufficient innovation ability, insufficient management experience, and insufficient consideration and handling of individual problems; The comprehensive quality needs to be improved, the professional level is not comprehensive enough, and the management ability still needs to be strengthened. In my 20xx years of work, I will do the following:
1. Take effective measures to strengthen services and make deposits grow steadily. Quality service should be persistent, steady and unwavering. In addition to formulating and implementing various systems, it is also necessary to strengthen the supervision and inspection mechanism. There is no end to quality and civilized service. Persistence is the key, and implementation is the most important. Small windows reflect the overall appearance and reputation of banks, solicit opinions and suggestions from customers extensively, solve problems existing in service work, ensure that standardized service standards are implemented in every work link, and establish a good service image of banks with high quality, high efficiency, quickness and safety. First, give full play to the role of window, strengthen counter service, urge and guide tellers to use marketing terms in time, and carry out "three more" services, so that customers can feel that the business I handle is a pleasure. Second, give full play to the role of contact and cooperation with account managers, rely on the high-quality customer system and combine counter services, while maintaining existing high-quality customers, vigorously expand new high-quality customers, further improve marketing level, improve marketing efficiency, and drive deposit growth with diversified financial products. The third is to seize the favorable opportunity of comprehensive marketing of personal business during the holiday season, increase marketing efforts, and promote savings deposits to a new level.
2. Strengthen the maintenance and marketing of quality customers. The core of the functional transformation of outlets lies in customer stratification, business diversion and functional division, so that more than 20% middle and high-end customers can enjoy CCB's services, thereby enhancing the loyalty of high-quality customers, further enhancing the sales opportunities of products and services, and establishing CCB's own brand. For high-quality customers, we will further strengthen the service and expansion of high-quality customers in optimizing customer structure and improving the quality of business development. On the basis of strengthening the construction of outlets and standardizing counter services, combined with the opening of quality customer information management system and VIP window, we will provide multi-channel, all-round and diversified services for quality customers through self-service facilities, online banking and telephone banking. Increase the innovation of high-quality customer assets and intermediate business products, promote the gradual transformation of high-quality customer service from single product to multi-functional product service, and continuously improve the types and proportion of products used.
Times are changing, the environment is changing, and the work of banks is changing all the time, which requires me to change with the situation. Learn new knowledge, master new skills, adapt to the changes in the surrounding environment, improve their ability to perform their duties, train themselves to be a comprehensive and qualified operation director, be a good assistant and staff officer of superiors, and do their job properly. Of course, I still have some shortcomings in handling and operating some details. I will hone myself in my future work and study, improve myself with the guidance and help of my leaders and colleagues, develop my advantages and make up for my shortcomings.
The operation director's work plan for the second half of the year is 4 xxx years. Under the guidance of the company's work style of advocating, telling the truth, doing practical things and doing practical things, I earnestly performed my duties. Through the innovation of my work and strengthening the supervision of the branch, all the work has been developed and improved, and the work plan at the beginning of the city has been successfully completed.
The work in the past six months is reported as follows:
1, strengthen your learning ability and improve the team's execution.
Over the years, I have relied on experience and feeling for the on-site management of supermarkets. Since I went to work in the headquarters, I personally deeply realized the lack of personal professional knowledge and operational skills. Under the supervision of the general manager, I insist on learning and summarizing from books, supermarket weekly and on-site employee exchanges. After studying, I further deepened the principles of commodity classification and basic display skills. I strengthened my hands-on ability and demonstration ability, increased my confidence and strength in supervising the employees of the branch, and strengthened and improved the execution of the whole team.
2, enhance the sense of responsibility, earnestly perform their duties.
Since July xxx, No.8 Branch Company has implemented information exchange and single item management in a unified way. The next step is the inspector's inventory work, which will be carried out in all branches. As a result, there has been a shortage of single products, unsalable goods, cross-coding, and inventory without files. When dealing with these problems, every branch is faced with the management training and ideological guidance of "dealing with old problems now and putting an end to them in the future".
Under the guidance of the company's leaders, I can strictly perform my duties according to the company's various management processes and rules and regulations, go deep into the front line with a serious and responsible working attitude, check problems, find ways and do work, and so far, most problems have been properly solved. Front-line employees' awareness of commodity management, loss prevention and compliance with rules and discipline has been greatly improved.
In terms of store expansion, the market expansion of Lixin, Bozhou and Linquan was increased. So far, the branch has opened three new stores in the first half of the year, and several locations are under active negotiation.
3. Seek development and produce results.
In the second half of the year, my work focuses on six aspects: the implementation of the system, the change of ideas, the implementation of indicators, the improvement of skills, the change of store appearance and the expansion of market share. Go all out to complete the business targets set at the beginning of the year.