1. The disaster is now, but on weekdays.
2. If you don't travel, you want to standardize.
3. Responsibility is the soul of safety, and standardization is the foundation of safety.
4. Civilized construction and safe production.
5. Grasp safety and have tomorrow.
6. Paralysis accident, be vigilant to ensure safety.
7. Safe production and safe life.
8. Be alert to safety paralysis accidents.
9. Quality is life and safety is guarantee.
10. Safety is the golden bridge to happiness.
1 1. Everyone should pay attention to safety and millions of families should be happy.
12. Everyone talks about safety, and safety is for everyone.
13. The construction is not illegal and the safety is guaranteed.
14. Everyone should pay attention to safety and millions of families should be happy.
15. It's better to go around a hundred yards than to take risks.
16. One measure is worth ten slogans.
17. Life is only once, and safety will accompany you all your life.
18. Labor creates wealth and security brings happiness.
19. Safety promotes production, and production must be safe.
20. Remember safety in production, the accident has nothing to do with you.
2 1. Improve the rules and regulations and observe the safety regulations.
22. Implement safety responsibilities and improve the safety system.
23. Promote safety knowledge and spread safety culture.
24. Life is paramount, and safety is a responsibility.
25. Safety creates happiness, while negligence brings pain.
26. Disseminate safety culture and publicize safety knowledge.
27. Only prevention is untrue, and there is no prevention.
28. Anti-violation, eliminate hidden dangers, ensure safety and promote production.
29. Work for a better life, and work for the safety of life.
30. Be strict with safety, and an accident will come.
3 1. A safe partner will exist forever, and happiness will be in your home and mine.
32. Frost strikes no root grass, and the accident is to find lazy people.
33. Strictness is love, and looseness is harm. Doing a good job in safety will benefit three generations.
34. Safety regulations are life, and conscious compliance is the guarantee.
35. If you don't tighten the string of safety, you can't play the tone of production.
36. Obedience is the guarantee of happiness, and violation of discipline is the beginning of disaster.
37. Quality is the life of enterprises, and safety is the life of miners.
38. Safety comes from long-term vigilance, and accidents come from instant paralysis.
39. Establish the image of mine safety and promote safe and civilized production.
40. Learn safety knowledge, understand labor protection and conduct scientific management.
4 1. Safety responsibility is more important than Mount Tai, and people's interests are above everything else.
42. Security is the guarantee of interests and the source of happiness.
43. Implement safety rules and regulations and strengthen safety precautions.
44. Safety is the greatest saving, and accidents are the greatest waste.
45. There is no room for a grain of sand in the eye, and there is no room for carelessness in safety.
46. No matter how busy the production is, you don't forget safety; Life is a matter of life, safety comes first.
47. Take a look, safety insurance; Take one more step to prevent accidents.
48. Give priority to prevention and treat both the symptoms and the root causes; Strengthen the main body and comprehensively manage it.
49. Safety first, prevention first; Comprehensive management and overall promotion.
50. I want safety, I know safety; Start with me and make sure it's safe.
5 1. Eliminate hidden dangers and ensure safety; Maintaining stability and promoting development.
52. Safety first, prevention first; Obey the rules; Prevent micro-duration.
53. Family, career and wealth are all important. Without security, it is invalid.
54. Having a sense of security means having life, and loving security means loving life.
55. Safety is the guarantee of family happiness, and accidents are the bane of life tragedy.
56. A healthy body is inseparable from exercise, and a happy family is inseparable from safety.
57. Safety is the guarantee of family happiness, and accidents are the bane of life tragedy.
58. Strengthen the standardized management of coal mine production and promote the standardization of coal mine safety.
59. Accelerate the implementation of the strategy of "rejuvenating the country through science and technology" and promote scientific and technological progress in production safety.
60. Everyone talks about safety, everything is safe, always want to be safe, and everywhere is safe.
6 1. Ignoring safety and grasping production is to get chestnuts from fire, and seeking benefits without safety is like fishing for the moon in water.
62. Illegal operation equals suicide, illegal command equals murder, and illegal correction equals accomplice.
63. Remember that surgery is not illegal, parents can rest assured, and so can their wives and children.
64. Party and government trade unions should pay close attention to the management of * *, and develop safety and benefits simultaneously.
65. Obey the rules and discipline for 10,000 times to prevent accidents.
66. Spinning a happy wreath safely leads to a bitter wine of regret.
67. If you don't sharpen your knife, it will rust and you won't catch it safely.
68. Danger sources should be hung up and safe operation should be kept in mind.
69. Everyone is a security officer, and there are security posts everywhere.
70. Create a mine safety culture, shape the safety image of miners, and create a harmonious scene in the mining area.
7 1. Keep in mind the responsibility of safety, be good at seeking safety policies and strive for safety.
72. Always tighten the string of safety and make the joy of life play louder.
73. Vigilance is the bane of hidden dangers and paralysis is the signal of accidents.
74. If the safety is loose, the accident will be charged; Security is tight, and the accident is gone.
75. Safety is the expectation of relatives, and accidents are the devil of everything.
76. The disaster lies in the present, and it is prevented on weekdays.
77. Care for life and pay attention to safety.
78. Abide by the law and care for life.
79. Civilized construction and safe production.
80. Grasp safety and have tomorrow.
8 1. Paralysis accident, be vigilant to ensure safety.
82. Safe production and safe life.
83. Be alert to security paralysis.
84. Quality is life and safety is guarantee.
85. Safety is the golden bridge to happiness.
86. Everyone pays attention to safety, and millions of families are happy.
87. Everyone talks about safety, and safety is for everyone.
88. The construction is not illegal and the safety is guaranteed.
89. Everyone pays attention to safety and millions of families are happy.
90. It's better to walk a hundred yards than to take risks.
9 1. One measure is worth ten slogans.
92. There is only one life, and safety will accompany you all your life.
93. Labor creates wealth and security brings happiness.
94. Safety promotes production, and production must be safe.
95. Remember safety in production, the accident has nothing to do with you.
96. Improve the rules and regulations and observe the safety regulations.
97. Implement safety responsibilities and improve the safety system.
98. Promote safety knowledge and spread safety culture.
99. Life is paramount, and safety is a responsibility. 100. Safety creates happiness, while negligence brings pain. 10 1. Spread safety culture and publicize safety knowledge. 102. Only prevention is false, and it is impossible to prevent without prevention. 103. Anti-violation, eliminating hidden dangers, ensuring safety and promoting production. 104. Work for a better life, and work for the safety of life. 105. Safety is strictly required, and an accident comes. 106. A safe partner will exist forever, and happiness will be in your home and mine. 107. Frost hits rootless grass, and the accident is aimed at lazy people. 108. Strictness leads to love, looseness leads to harm, and security benefits three generations. 109. Safety regulations are life, and conscious compliance is the guarantee.
Chapter II: Airport Service Quality
On 20xx1June 16, CAAC promulgated the Quality of Service at Civil Airports (MH/T5 104-2006), which came into effect on 2007 10/0. The promulgation and implementation of "Civil Airport Service Quality" as an industry recommended standard fills the gap that there is no unified service quality standard for civil airports in China.
Formulate standards according to the actual situation of domestic airports.
The civil air transport industry is a service industry. As an important part of civil aviation, the airport is not only a ground support facility for air transportation, but also passengers and the public pay more and more attention to the service level of the airport. Some well-managed airports in the world, such as Singapore Changi Airport, China Hongkong Airport and some airports in Europe, attach great importance to the service quality of airports. By providing quality services to airlines, passengers and shippers, the airport has established a good image and brand, which not only brings high commercial value to itself, but also creates good social benefits.
Since the reform and opening up, China's airports have undergone large-scale construction and transformation, and the hardware conditions such as infrastructure have been greatly improved. However, in terms of software, such as service quality, it can't meet the ever-increasing service requirements of passengers and airlines, and there is still a big gap with the international advanced level. In recent years, some domestic airports have successively issued customer service commitments, service standards and service regulations. However, most of these standards and commitments only involve some aspects of airport services and do not cover all the contents of airport services completely and systematically. The contents, standards and requirements of airport commitments are also quite different, lacking comprehensiveness, systematicness and standardization. The promulgation of "Civil Airport Service Quality" will provide reference for the airport to formulate its own service standards, establish and improve its service quality management system and implement standardized services, and play an important role in promoting the airport to establish a people-oriented service concept, standardize service quality management, gradually integrate with the international advanced level, and continuously improve service quality and management level.
Draw lessons from domestic and foreign industry standards
The service quality of civil airports is formulated by the Airport Department of the Civil Aviation Administration and entrusted by the Civil Aviation Airport Management Co., Ltd. In the process of compiling standards, the writing team of Civil Aviation Airport Management Co., Ltd. has successively investigated airports of different sizes and grades such as Beijing, Shanghai, Guangzhou, Qingdao, Changzhou, Shenyang and Dalian, accumulated a large number of international, national and industry standards as a reference, and deeply studied the experience and practices of service quality management in international (regional) airports such as Singapore, Hong Kong, Paris, Frankfurt and Manchester. The principles and methods of system engineering, operational research and statistics are used in the preparation of the standard. Adhere to the principle of people-oriented and customer-oriented, and solicit opinions from all sides after extensive discussion. Before reporting to CAAC for approval, the writing team also used this standard to actually inspect and improve nine airports, including Beijing and Shenyang. "Civil airport service quality" takes the airport service process as the main line and consists of five parts: general service quality, passenger service quality, aircraft service quality, cargo and mail service quality and luggage service quality. Considering that the services provided by airports to customers are comprehensive and systematic, the services provided by airport third parties to customers (passengers, shippers and airlines) are also included in the standards to be unified and standardized.
The Civil Airport Service Quality fully draws on and absorbs the international standards on airport services. The International Air Transport Association (IATA) began to conduct passenger service quality surveys at international airports around the world from 1993. The International Airport Association (ACI) published "Airport Service Quality: Standards and Evaluation" in 2000. At present, only Chinese mainland Capital Airport has participated in ACI's global airport service quality survey. In addition, International Association of Airport Managers (IAAE), Air Transport Users Association (AUC) and other organizations and institutions also attach great importance to airport service quality standards and evaluation. At present, airports such as Hong Kong, Changi and Incheon have established their own service level agreements (SLA) and evaluation systems, which have been among the best in international service quality surveys for many times. On the basis of the above-mentioned international organizations and airport standards, Civil Airport Service Quality has added some quality standards, such as mobile inquiry and traffic consultation, publicity, service specification in case of abnormal flight, soliciting opinions from passengers/airlines, and aircraft ground support. In addition, combined with the actual situation of domestic airports, some quality requirements have been adjusted. Some indicators are higher than international standards, such as the baggage error rate index is higher than ACI "1.5 ‰", and some indicators are slightly lower than international standards, such as joint inspection service time, check-in time, passenger security check-in time, and passenger's shortest transfer time.
The civil airport service quality evaluation system was started simultaneously.
As a supplement to this standard, the Civil Aviation Airport Management Company has also developed a service quality evaluation system for civil airports. The evaluation system is based on ACI, IATA and other international general evaluation models, and combined with the actual situation of domestic airports, including subjective evaluation and objective evaluation. Subjective evaluation (passenger satisfaction) and objective evaluation (on-site evaluation) are closely combined, and the service quality of the airport is systematically evaluated through mutual confirmation to ensure objectivity, justice and fairness. Since 2005, Civil Aviation Airport Management Co., Ltd. has evaluated 18 different types of airports and achieved good results.
According to the introduction of the Standards Management Department of the Civil Aviation Administration of China, Service Quality of Civil Airports is a recommended industry standard. According to the standardization law, this standard has no mandatory legal effect. It is only to provide a unified and standardized service quality reference index for civil aviation airports and a practical basis for formulating service quality standards for this airport. Legally, it cannot be used as a basis for solving service disputes or compensation problems.
In July last year, Hangzhou Airport officially participated in the quarterly ASQ appraisal activity of the International Airport Association. For this reason, Hangzhou Airport conducts a monthly service quality questionnaire survey, and scores 34 items one by one, including transportation to and from the airport, parking fees, waiting time for security check, food and beverage charges, and toilet cleaning. This scientific, objective and fair service quality evaluation standard provides a reference for Hangzhou Airport to improve its service quality. In terms of airport hardware facilities, the newly established terminal management department started with a small matter: more than 3 million yuan was invested to completely transform toilets, and the number of squatting places increased from 32 in the past to 120, which fully met the needs of passengers and solved the problem of difficulty in going to the toilet; 9 new hot and cold direct drinking water facilities are added, which are open to passengers free of charge 24 hours a day; Invested more than 654.38 million yuan to install isolation belts in front of 13 escalators and post warning signs to improve the safety of passengers getting on and off escalators; Since August this year, we have cooperated with China Telecom and China Mobile to realize full coverage of wireless Internet access in the terminal building; The number of parking spaces has increased to 2200, and overnight parking is half price.
As the largest customer of the airport, Hangzhou Airport has always made every effort to meet the service needs of airlines and create a good development environment for airlines. In the case of tight office space in the terminal building, the airport took only two days in February this year.
Solved the problem of airline office space, and added 14 check-in counter to meet the needs of China Southern Airlines and Hainan Airlines. Recently, the long-standing first-class problem reflected by Air China and China Eastern Airlines will also be completely solved.
To improve service quality, hardware is the foundation and software is the key. Since last year, Hangzhou Airport has taken advantage of its joint venture with Hong Kong Airport Authority to send more than 50 middle-level managers to Hong Kong Airport for training. Through study and exchange, they broadened their horizons and learned the service concept of international advanced airports. After learning from experience and combining with the actual situation of Hangzhou airport, Hangzhou airport managers creatively introduced and digested, and constantly improved the service quality of the airport.
Tao Yitian, deputy director of Hangzhou Airport Planning Department, said that according to the service quality questionnaire survey of the International Airport Association, passengers are most dissatisfied with the "three highs": high food and beverage prices, high retail prices and high parking fees. The passenger's voice is the first signal for the airport to improve the service quality. In terms of food and beverage prices, Hangzhou Airport has successively introduced international and domestic fast food chain brands such as McDonald's, KFC and Kungfu. Through full competition, the overall food and beverage prices have dropped by 20%. In terms of retail commodity prices, an internationally renowned company was recently hired to evaluate and demonstrate the distribution of commodities in the terminal building. Taking the opportunity of the new round of bidding for commercial operation of the terminal in 2009, we will introduce international franchise brands and reduce the retail price of goods through rent reduction and profit reduction. In terms of parking charges, the airport official negotiated with the price department, and the charging price is no longer "one size fits all". Different charging standards are implemented through different services to meet the differentiated needs of different car owners.
According to the latest service quality questionnaire survey conducted by the International Airport Association in August this year, the overall service satisfaction of Hangzhou Airport rose from 3.78 points in June this year to 4.05 points (the highest score is 5 points), which greatly improved its ranking position among more than 100 airports in the world. (Reporter Xu correspondent Yan)
The International Airport Association (ACI) recently announced the winners of the 20 10 Global Airport Service Quality Assessment.
The International Airport Association (ACI) recently announced the winners of the 20 10 Global Airport Service Quality Assessment, and airports from Asian countries have taken the top five in the world.
Among them, Incheon Airport ranks first in the 20 10 ranking of the best airports in the world, while China has three airports in the top five, namely Hongkong Airport, Beijing Capital Airport and Shanghai Pudong Airport.
In 20XX, the annual passenger throughput of Capital Airport exceeded 70 million passengers, and it was rated as the first four-star airport in Chinese mainland by world-renowned airlines and airport service survey and consulting agency Skytrax.
The ACI passenger satisfaction of Beijing Capital Airport has also improved, from 4.57 at the end of 20XX to 4.73, making it the fourth best airport in the world.
In addition, Hong Kong International Airport has been selected as the best airport in the world for five consecutive years among the airport categories with annual passenger traffic exceeding 40 million passengers. Beijing Capital International Airport ranked second.
Background link
In this ACI passenger satisfaction survey, * * * 300,000 passengers from 65,438+053 airports participated in the survey.
ACI pointed out that looking at the data of passenger satisfaction survey in recent years, the airport service links that passengers are most concerned about include airport environment, cleanliness of terminal building, efficiency of ticketing staff, friendliness of staff, guiding signs, convenience of facilities and comfort of waiting area.
When these basic service needs of passengers are met, the airport will be required to provide other value-added services for leisure and entertainment, such as business lounge, wireless network, catering and shopping.
Five Best Airports in the World
first
Incheon Airport, Korea
second
Singapore changi airport
third place
Hong kong airport
fourth
China Beijing Capital International Airport
Fifth place
China Shanghai Pudong Airport
● Breakdown list
The annual passenger traffic is 40 million passengers.
Above the airport ranking
Airport ranking
1 Hong Kong Airport
Beijing capital international airport
3 Dubai International Airport
Dallas Fort Worth Airport
Bangkok airport (airport service quality management plays an important role in airport operation management. Airport service quality management is embodied in all the processes of ensuring that airport operation conforms to airport authorities' commitment to airport customers. The eight principles of quality management put forward by ISO9000 2000 edition are a scientific summary of the successful experiences of quality management in various countries in the world. Only by seriously following these quality management principles, fully considering the characteristics of airport operation and adapting measures to local conditions can we ensure that the airport service quality fully meets the needs of customers.
First, pay attention to customers.
Understand the current and future needs of customers, fully meet customer requirements, and strive to exceed customer expectations. This is the ultimate goal of airport service quality management.
To achieve this goal, the airport authorities should carry out the following activities:
First of all, we should clearly understand the needs of different customers to ensure that all the processes of airport operation are aimed at and meet these needs. For example, from the airline's point of view, they need optimized airport layout, attractive terminal, efficient baggage sorting system, so that 90% of passengers can use the boarding bridge of the terminal without affecting the passenger flow. From the passengers' point of view, they need reasonable prices, convenient roads and railways, short walking distance, short security and border inspection time, fast baggage delivery and sufficient luggage trolleys, clear signs, good retail stores and attractive waiting areas.
Airlines are the first users and customers of the airport. It is the function and duty of the airport to provide convenient and efficient services, support and assist airlines to operate safely, improve service quality and speed up flight turnover. For example, Shenzhen Airport has adopted a series of effective new measures: airlines give priority to loading the designated 1 0,000% superior goods before the current flight cargo settlement; Hire some airline representatives as airport service quality supervisors, grant certain authority to supervise the irregular words and deeds of airport staff; Set up a working group headed by the vice president in charge of front-line production to cooperate and assist airlines to set up new service projects and service products at the airport; The flight supervisor (red hat) took the initiative to board the plane to solve problems for the crew and carry out extended services.
Second, the communication channels with customers should be smooth, strengthen communication between the two sides, and feed back information to each other in time during the whole service process. For example, in order to improve the punctuality of flights and strengthen communication, Qingdao Airport has formulated the Information Feedback System between Airports and Airlines, and established an information feedback mechanism to make the information communication between airports and airlines smoother, so that airports can know the real situation of on-site services in time, solve problems for airlines in time, and further improve the quality of airport services.
Third, measure customer satisfaction and take corresponding measures according to the results. The quality of air transport service is based on the general quality policy of "safety first, normal flights and excellent service". General quality requirements include safety, normal flight and service. Passenger questionnaire is an important method to measure customer satisfaction and evaluate airport service quality.