Keywords: service; Culture; build
Jiangsu Siyang Shiplock Management Office is located at No.2, Shanghai South Road, Siyang County. The lock area covers an area of about118000m2. It is the fifth stepped ship lock in the northern Jiangsu section of the Beijing-Hangzhou Canal, an administrative institution, and is led by the Northern Jiangsu Navigation Management Office of the Jiangsu Provincial Department of Transportation. It has jurisdiction over three large modern shiplocks with annual throughput of several hundred million tons.
Advocate "serving the crew and contributing to the society", put forward "zero interval" registration and ship scheduling mode, provide "one-stop" service for past crew members, vigorously carry out "hello" project, carry out standardized services, serve the crew level and management credibility, and greatly improve the level of service culture construction of ship locks.
First, strengthen moral construction and lead the service culture.
To improve the level of service culture construction, we should first take the opportunity of creating civilized units, vigorously strengthen ideological and moral construction, improve employees' sense of service responsibility and service concept, and actively lead the fashion of service culture.
First, strong internal quality and external image. The education of socialist concept of honor and disgrace through centralized education, class training and competition activities is an effective means to stimulate the enthusiasm and creativity of all employees and effectively improve their professional ethics. It can strengthen the spirit of socialism, patriotism and collectivism of workers and improve their quality. We insist on high-quality service, optimize the image of the window, and give priority to cultural propaganda, such as adding cultural construction propaganda wall charts, building landscapes such as Lianchi, Silian Pavilion and Qingfeng Bridge, and installing service culture propaganda boards in upstream and downstream remote dispatching stations and lock rooms, which have played a positive role in promoting lock culture.
The second is to strive for Excellence and expand vitality. Mainly in party member cadres to carry out "good political quality, good ideological style, good work performance, good innovation, good unity and cooperation, good service to the masses, good moral quality, good selfless dedication, good law-abiding, good reputation" and other activities. At the same time, it extends to the skill competition activities with each position of the first-line team as the main body, which greatly improves the safe operation and standardized service level of the first-line workers. At the same time, we should strive for perfection and advocate employees to follow the moral fashions such as "loyalty, filial piety, benevolence, love, courtesy, righteousness, honesty and shame" and "patriotism, love for family, love for unit and love for comrades". Achieve the goal of satisfying crew, shipping company, society, employees and organizations. Call on the broad masses of cadres and workers in party member to establish a stable and upward working environment and a United and friendly interpersonal relationship, so as to realize the change of service concept for employees from passive service to active service.
The third is to remember the responsibility and repay the society. Insist on being a low-key person, concentrate on doing things and repay the society. Actively participated in the "Firefly" love teaching activity of Suqian Radio and Television Station, rescued 8 poor students in Siyang County History Center School, and donated living and school supplies for them. Specially invited a psychologist to give psychological counseling to left-behind children whose parents have been beating and cursing for a long time. Set up youth volunteer service teams, carry out afforestation, voluntary blood donation, civilized voluntary weekly trips, and set up moral forums. And carry out volunteer activities in local nursing homes to advocate civilized manners. Sending Spring Festival couplets, promoting environmental protection, energy saving and emission reduction, legal publicity and other activities send festive warmth to the crew, further narrowing the distance with customers. Carry out team building activities with local village party branches, carry out in-depth activities to create rural civilization, contribute to help build roads, exchange visits regularly, and build a harmonious new countryside.
Second, adhere to scientific construction and improve the quality of service culture.
In every work of the ship lock, we insist on improving the service level and showing the social image of the unit in a prominent position, which greatly improves the quality of service culture.
The first is to create a beautiful environment. Increase investment in greening and beautification, and continuously green and beautify the gate area. There are basketball courts, badminton courts, table tennis rooms and staff reading rooms in the gate area, which provide a good place for workers' production and life, as well as a leisure place for urban citizens' morning exercises, spring and autumn outings for primary and secondary school students and public holidays.
The second is to enrich and improve service facilities. In the implementation of the "one-stop" service, for the convenience of the crew, information desk, warm coat, commonly used medicines, rain gear, water dispenser, crew rest area, high-definition TV, mobile phone charger, umbrella and newspaper were provided, and computers were specially equipped for the crew, so that the crew could independently inquire about the ship's waiting and dispatching information, and a UnionPay POS machine and a voice prompt system for crew changes were added. Jointly set up a gas station with Suqian Petroleum Company to facilitate the crew to refuel. In order to facilitate the boat people to seek medical treatment, the sailing boat is regarded as a "mobile service boat". Doctors are invited, equipped with common medicines, and the crew are treated on the channel, and the common medicines are distributed to the crew free of charge, which is well received by the crew and the ship locks are in harmony.
Third, innovate management and extend the connotation of service culture.
The first-line working method of "cadres work in the front line, problems are solved in the front line, services are displayed in the front line, innovation is reflected in the front line, style changes in the front line, and achievements are consolidated in the front line" has made continuous breakthroughs in the construction of service culture and effectively extended the connotation of service culture.
First, the innovative mechanism benefits the majority of crew members. With the vigorous development of water transportation, the demand of crew and water transportation logistics for lock service is increasing day by day. In order to adapt to the new situation and new requirements, Subei Canal innovatively proposed "zero interval registration" to realize the enjoyment of ship information, and the crew did not have to rush to register, saving nearly 40 million yuan for the crew in just one year. Actively explore the implementation of ship gear bitmap scheduling mode and specify the order of docking and entering the gate, which not only ensures the safe navigation of the ship, but also creates a fair and just order of crossing the gate.
The second is to standardize services and form normal management. The Interim Provisions on Handling Site Affairs of Siyang Shiplock and the system of "Solving Difficult Problems First" have been formulated to deal with some problems frequently encountered at the shiplock site in a unified and standardized way, and all problems can be handled remotely and in one stop, so that the crew can feel fair, just and open, and make it as convenient as possible. The system of "advance notice of crossing time" was studied and formulated. In the dispatching plan, the crossing time of each ship is accurate, and the dispatching plan is publicized to the public through the Internet in addition to the remote dispatching station. Cargo ships are released 24 hours a day; The "Job Site Service Specification" was issued, which comprehensively standardized personal image, service language, post service behavior and maintenance of service environment and facilities, and improved the quality of on-site service; Scheduling by high-frequency SMS, telephone and other means to ensure accuracy; Study and discuss the function orientation of ship lock. , which has improved the operational efficiency of the lock and the service shipping level, and the comprehensive satisfaction of the crew has increased year by year.
In the process of building service culture for many years, the construction of service culture keeps improving, forming an accurate, meticulous and fine working concept; Philosophy of learning virtue and practice; Advocating frugality and plain taste; Practical, convenient and efficient style concept; Details first, satisfaction first service concept. At the same time, it has formed the work pursuit of pursuing excellent quality and building a beautiful door.