Since the fifth anniversary of the company's establishment, the company's face has changed with each passing day: excellent management concept, excellent staff quality, comprehensive service level rising year by year, popularity among citizens, and a good corporate image has been established. Over the years, the company has won many honors, such as "Advanced Collective in Safety Production", "Advanced Unit in Gas Industry", "Top Ten Enterprises with Foreign Investment", "Top Ten Enterprises with Foreign Investment", "Wuxi Integrity Unit" and "National March 8th Red Flag Collective", and passed the certification of professional institutions in 2005, and obtained the ISO900 1 quality management system and In 2006, because of its excellent service, it won unanimous praise from customers and won the title of "Jiangsu Customer Satisfaction Service Star Enterprise".
Since its establishment, based on the business philosophy of Hong Kong and China Gas Company Limited 140 years, the company has actively promoted clean energy natural gas in cooperation with the national popular project "West-East Gas Transmission". At present, the company has 1 natural gas gate station, 5 high and medium pressure regulating stations, 1 gas source plant, 1 LNG/CNG emergency gas source station, 26 kilometers of high pressure pipe network and more than 580 kilometers of low and medium pressure pipe network. The dispatching center is equipped with advanced SCADA system and GIS geographic information system, which provides strong technical support for the safe supply of natural gas. By the end of May 2007, there were more than 32,000 civil customers, 276 commercial customers and 386 industrial customers. The gas supply area extends from Yicheng to Huankeyuan, Dingshu and Tai Po. The popularization and utilization of natural gas can effectively reduce SO2 emission by 6,048 tons and soot emission by more than 1.400 tons every year, and the number of days with excellent atmospheric environmental quality in the city has increased from 60% to 82%, which has played an active and effective role in creating a harmonious living environment for citizens and improving their quality of life.
With the rapid growth of business, Yixing Huagang has always put the service tenet of "customer first" in the first place. The first major event of the company's establishment was the opening of the 87932588 service hotline, which established a bridge of rapid communication between the company and customers. In September 2002, the customer service center was established as the image service window of the company, providing customers with all-round services such as account opening, payment, consultation and furnace sales. In 2003, the company announced its service objectives to the society in order to constantly surpass itself and innovate. Since the implementation of the service target, the company has achieved good results in various services: the endless gas supply is over 99%; The home security rate is over 80%; The appointment and completion rate of installation and maintenance is over 99%; The customer's service scores for employees in Hongkong and China are all above 8.5 (10 is the perfect score), and 77 employees have received written praise from customers. The comprehensive quality and service level of employees have been well received by customers.
On this basis, Yixing Huagang set up a customer service focus group on June 5438+065438+ 10, 2003, and regularly went into communities and industrial and commercial enterprises to introduce the company's services to customers and listen to the opinions of customer representatives. Up to 2006, 24 focus group activities have been carried out, and this work has been unanimously welcomed by customers.
In order to continuously innovate and serve, since May 2002, Yixing Huagang began to inherit and implement the excellent corporate culture of Ganghua Gas Co., Ltd.-"Quality Service Plan". A team composed of employees spontaneously puts forward various suggestions, studies solutions, continuously optimizes workflow and improves work efficiency in view of the problems found in the work. Up to 2006, 54 projects have been successfully completed, and the employee participation rate is 45%. The high-quality service plan has lasted for nearly five years in Yixing, and it has achieved fruitful results, which not only brought ideological and cultural progress to the company, but also won higher praise from customers.
High-quality team is the basis of providing satisfactory service to customers. Yixing Huagang is well aware of the people-oriented concept. Up to 2006, there were 13 1 person-times, 1289 person-times and 15335 hours of training. The content involves customer service, risk safety, personal skills, project management, stove maintenance, experience exchange and many other aspects, in order to build a learning organization, constantly improve the quality of the team and provide better services to customers.