XX years, XXX Branch of XXX Telecommunications Bureau revolved around the creation of? Youth civilization? Objectives: Combining the characteristics of the telecom service industry, aiming at serving users and contributing to society, we strive to achieve first-class service, first-class management, first-class talents and first-class performance, and achieved good results.
First, strive for first-class service:
1. Establish a sense of quality service and create a brand display window.
The first is to transform the telecom business hall of XXX branch. After the transformation, the business hall is brand-new, more spacious, bright, clean and comfortable. The high counter in the past has been changed into a low counter, which has narrowed the distance with users and increased the sense of intimacy.
The second is to innovate the window service mechanism (starting in the middle of XX), changing the single business acceptance in the past window into the whole business acceptance, so that users can accept all businesses no matter which window they go to, greatly reducing the troubles of users and making it more convenient and fast for users to handle business.
Second, continue to implement? A rice noodle? Service, give full play to the role of window security personnel as order defenders, so that the window is orderly;
Third, according to the needs of users, we will continue to increase and improve the convenience service measures, such as adding fully informed sample cabinets, lost and found offices for users, and umbrella stands in rainy days.
Fourth, insist on emphasizing and supervising the use of service norms and civilized manners. All salespeople have developed good habits, consciously use cross-civilization terms and dress appropriately.
2. actively carry out? Youth civilization? Activities, conscientiously implement the service commitment system.
One is to use window counters and outdoor commercial publicity days. To actively distribute them? green
Civilized service card? The service card was not only replaced with CITIC's new logo, but also announced? Youth civilization? Commitment content and credit convention, after long-term publicity and activities, branches? Youth Civilization Service Card Helps Wanjia? The influence of quality service activities continued to expand and the society reflected well.
Second, make use of New Year's Day. 5. 17 World Telecommunication Day? National day, etc. Organize young employees of public institutions to take to the streets? Youth civilization service into ten thousand families? Credit construction quality service activities, while accepting users' business consultation and promoting the development of telecommunications business, seriously solve the communication problems reflected by users, can they be solved on the spot or let users enjoy it immediately? Home service? . This year, Youth Civilization provided door-to-door service, with a total of 18 installed, 38 CID services on site and 15 broadband users.
Third, strengthen social supervision. Hire 10 well-known social supervisors, hold professional ethics seminars, listen to users' opinions in a timely manner, set up suggestion books and boxes, announce complaint telephone numbers and responsible persons, take the initiative to go to the door to solicit users' opinions, send out user inquiry letters, and take the initiative to accept social supervision. In the whole year, * * * sent 220 letters of user consultation, and the user satisfaction rate reached 98.2.
3. Seriously implement and actively participate in the province's telecommunications system? Customer first, pursuit
Are you satisfied with the telecom window? Beautiful engineering competition, careful comparison? Are you satisfied with the telecom window? Service standards, through continuous rectification, the level of window service has been continuously improved. * * * Received 2 letters from users, calling for praise for 4 times, which was also well received by higher authorities.
In XX, Comrade Chen Qin, the business group of the branch, was commended? Quanzhou service model? ，XX
In 2008, the branch business group was once again rated as "Provincial Civilization Office"? Window of civilization demonstration site? Honorary title.
Second, strive for first-class management:
1, according to the actual needs, in the original? Youth civilization? leader
On the basis of the group, combine this time? Customer first, striving for a satisfactory telecom window? Brilliant project competition activities further adjusted and improved the service leading group, insisted on the organization of branch leaders, and the business team leader did it himself? Leadership responsibility system? At the beginning of the year, we will hold a mobilization meeting for all staff, hold regular service inspection meetings, issue an annual creation plan, carefully organize the summary of stage service work, and promote it in a standardized and institutionalized way? Youth civilization? Creative activities were carried out in depth.
2. Conscientiously implement the first question responsibility system and strictly manage the service.
First, insist on strengthening the implementation of the first question responsibility system. After long-term education and supervision,
The sense of responsibility and service consciousness of supervisors and all sales staff have been obviously improved. They can consult complaints from every user and do a good job of explanation within the scope of their duties. For those who are not within the scope of their duties, they shall be handed over to the relevant departments in time, and the users shall be replied within the specified time limit until they are satisfied. At the same time, they will seriously feedback and solve the hot and difficult problems reflected by social users and do a good job? The first question responsibility system? And record the related service problems, did you do it? Have they been implemented, have they been echoed, and have they been recorded? .
Second, adhere to the system of ten minutes before going to work, the system of shift supervisor, and the system of selecting the best service star for first-line posts every month, set up a high-pressure service line, and severely punish or even lay off employees who are complained by users.
3, innovative service management mechanism, fully mobilize the enthusiasm of employees.
First, it is the first to implement the quantification of business piece-by-piece and the full acceptance of business, reflecting the mechanism innovation of more work and more ability, and comprehensively improving the quality of business services.
The second is to increase the service reward and punishment system. Employees who are praised for their service work will not only get extra points for their performance, but also get more working days, which will be given priority in selection and evaluation. Employees who have not done enough service work should not only be punished financially, but also be criticized and educated, asking for empathy and writing their own experiences, so that they can deeply understand the disadvantages of poor service.
Third, strive for first-class talents:
1. Strengthen business study and carry out on-the-job training. Take the Almighty as a teacher,
Help each other, monitor teaching, etc. Do a solid job in the daily business training of employees, conduct business practice tests and business skills assessment every month, and require each employee to improve their own quality in practice and strive to be a versatile post. Since the beginning of this year, the business group of XXX branch has selected 54 people to participate in business study and training at or above the municipal bureau, and the overall professional quality of the staff has always been in the forefront of the city's sales staff. In April this year, Wang Xiaoqing, the business group, won the third place in the comprehensive business training competition for sales staff in Quanzhou. Quanzhou postal expert? The title of; In the business test of all the sales staff of XXX in July this year, Huang Binbin of XXX Branch won the first place, and the business group of XXX Branch won the first place in the business acrobatic competition group.
2, carry out trumpeter linkage activities, give full play to the role of excellent typical demonstration list.
Sample operation. The local telephone business group insists on monthly evaluation? Star? Activities? Service star and quality star. Among them, Yan Meizhu and other salespeople's warm and thoughtful, patient and meticulous services are often well received by users.
3. All-round development, unity and vividness. Although there are not many salespeople in the business group of XXX Branch, all of them are not only proficient in business, but also energetic and versatile. Huang Binbin, the branch company, has participated in the performances of national day, New Year's Day and other literary evenings on behalf of the literary team of XXX Telecommunications Bureau for many times; On behalf of the debate team composed of XXX branch, the municipal bureau office and Hongyun Company, Wang Xiaoqing, the business group, organized a service-oriented theme in XXX Telecom Bureau. Guangming New Telecom? In the debate, the war of words was the most powerful and won the first place; At the same time, the table tennis talents and card-linked OK singers of the sub-bureau won many awards in the amateur activities organized by the municipal bureau.
Fourth, strive for first-class performance:
1. With the joint efforts of the sales staff and all the staff of the business group of XXX Branch, all the main business indicators of XXX Branch exceeded the annual task in XX, and all the indicators issued by the Municipal Bureau were well completed, among which the all-round business development accounted for 1/5 of the total development of the city, and the broadband business development accounted for 1/3 of the total development of the city.
2. Won the first season of XXX? A good start? The third prize of the contest, the special prize of PBX disconnected from the power grid, and the first prize of IP contest. Broadband speed trip? Second prize in the competition, etc.
3. Make a comprehensive evaluation of all communication quality indicators and safety production indicators assessed by the Municipal Bureau to realize no major safety accidents and communication cases.
Chapter II: Review of the application materials of provincial youth civilization number.
Ward 9 of Jinhua Second Hospital. There are currently 19 employees in the elderly intensive care unit, with an average age of 28 years, of whom 17 are young people under 35 years old, accounting for 89.4% of the total number of the whole ward. It is a powerful force to improve the medical quality of Jinhua Second Hospital and a landscape of hospital civilization construction. Municipal youth civilization number? 、? March 8th Red Flag Collective? 、? Advanced collective of workers' moral construction? , and was rated as? Advanced department of hospital. XX wins an award every year? Provincial youth civilization number? Honorary title. All along, our department has been adhering to? Filial piety and love for society? Service tenet, constantly improve service awareness and service quality, and successfully complete all tasks assigned by superior organizations and hospitals. What is the basis of our department this year? Youth civilization? Taking the evaluation work as an opportunity, we should be diligent and pragmatic, pioneering and enterprising, so that the motivation, vitality and creativity of outstanding young people can be maintained. Youth civilization? Under the banner of unity, all the staff mobilized, everyone participated, emancipated their minds, updated their concepts, further innovated the working mechanism, enriched the creative connotation, and all the work was improved and effectively promoted? Youth civilization? Work.
First, want it? Youth civilization? Self-motivated and conscientious, serving patients.
Compared with other systems, our work needs to bear more responsibilities, because people only have one life, and mistakes are not allowed, otherwise the consequences will be unimaginable. ? People-oriented, patient-centered? This sentence is branded in each of us. As we all know, China has now entered an aging society, and more and more people are not limited to the traditional family pension mode, but choose to send their relatives to pension institutions, which is also the reason why we are facing new opportunities and challenges. More and more patients, more and more complicated conditions, and more and more comprehensive knowledge. In order to cope with this new situation, we insist on using the two-hour break every night to organize business knowledge learning, and hold intermittent meetings to improve working procedures and methods, making full use of the strength of the team and using? Brainstorm? We made suggestions, broke through one difficult problem after another, and mastered one technical operation after another, such as the use of deep vein indwelling needle, the care of bedsore and the treatment and nursing of some difficult cases. Now our hospital is fully capable of receiving critically ill patients, thus truly assuming the responsibility of the intensive care unit.
Besides critically ill patients, there are many patients with chronic diseases, Alzheimer's disease and hospice care in our department. For them, loneliness is the most unbearable thing. What they want is for their children to enjoy the happiness under their knees. In order to make these elderly people have a better quality of life and more happy time, in addition to actively carrying out humanistic care, we also join hands with the Youth League Committee of Jinhua Vocational and Technical School to carry out various youth volunteer activities with them. Looking at the satisfied expressions and sweet laughter of the old people surrounded by young people, our hearts are full. In addition, in order to enrich the spare-time life of the hospitalized elderly, we also held various cultural and sports activities, such as celebrating Mid-Autumn Festival and National Day, and organizing visits to Jinhua Wuzhou Park and Wong Tai Sin Palace, which brought laughter to the elderly.
Second, inheriting civilization and continuing tradition, we are acting.
Maintain the glorious title of provincial youth civilization, and always take it? Provincial youth civilization number? It is necessary to shape the team, strengthen the construction of departments, seek consolidation in shaping, maintain in consolidating and make breakthroughs in maintaining. In this regard, the leaders of the Academy have given us great support, and the Party organizations and the Youth League Committee have also given us great help and given us positive affirmation and guidance in all our work.
We have been continuing the good habits and traditions in the early days of the establishment of the department. Are you used to it? Grandparents? A cordial title; Accustomed to the sweet smile service; I am used to giving gifts and deep blessings to the elderly with my pocket money on New Year's Day, the birthday of the elderly and major festivals. When the old people regard us as their grandchildren and ask the head nurse to give them the hospitalization expenses, I am also used to collecting lucky money according to the old people's wishes. Our active service is obvious to patients and their families, and it is precisely because of this that the utilization rate of beds in our department has been above 85% for several years, and there have been no nursing complaints and medical accidents, and the patient satisfaction rate has been above 95%. To paraphrase them:? Put people in your department, we can rest assured! ? This is the harmony between doctors and patients in a harmonious society.
Third, work around the hospital center, let? Youth civilization? Our brand is getting brighter and brighter.
Combined with the development of a series of activities in the hospital, the enthusiasm of all staff in the department has been greatly stimulated, and the good atmosphere of all medical staff who love their jobs, pay attention to the front line and serve the front line has been improved. Service commitment? , cash? Commitment measures? , so that obeying the rules and discipline, loving their jobs and dedication become the conscious actions of young workers in various departments; The department was set up? Youth Volunteer Service Corps? Adhere to the regular development? Shunsuke? Activities, combined with their own strengths, go deep into communities and poor towns to carry out free clinics, send medicines to hospitals and other activities; In the case of the shortage of blood sources in the blood station in Jinhua city center, we took the initiative to stretch out our arms, dedicate our youthful blood, and contribute our meager strength to the rescue of the wounded; Knowing that two children with excellent academic performance in Xiaode Central Primary School will drop out of school due to family difficulties, we immediately sent them stationery and clothes, and paired them up to reduce the burden on their families. 5. 12 After the Wenchuan earthquake, we volunteered to go deep into the disaster area for support, and actively responded to the call of the hospital when it was impossible to donate money and materials for the disaster area. The sister family in the department was in trouble, and several nurses gave birth one after another. We help each other, work together and move forward side by side. For several years in a row, our volunteers gave up their rest days and took the initiative to sign up for the free physical examination activities organized by the hospital for students of migrant children's schools. This activity attracted extensive attention from the news media, won numerous praises from the public and was commended by the Communist Youth League Committee? Jinhua Youth Work Practice Award? ; Establishing a national health city is one of the main work goals of Jinhua at this stage. We are also part of the creation of health. We do a good job in department hygiene, keep the hospital clean and tidy, change our self-hygiene habits, use our spare time to go to the streets to remove cowhide and moss, clean up sundries and clean up the lawn, and our trumpeter is in action.
In the activity of creating the Youth Civilization, there are too many good people and deeds, and the list is endless. Angels in white used their candle-like wisdom to burn themselves and illuminate others; Like a clear spring, it is sweet to fish when it is exhausted. They are unknown workers, so they stick to their ordinary and great posts day and night and devote their youth, strength and love to the cause of the elderly.