In 20 15, under the correct guidance of leaders at all levels, the toll station conscientiously implemented the spirit of the annual work conference of the company and the management center, taking the company's comprehensive "brand building year under management" as a platform, taking charging as the center, taking safety and smoothness as the goal, and taking all staff as the main line to "learn service, learn business and promote management", and earnestly implemented the Scientific Outlook on Development. All the work has made great progress and been gradually realized. In order to consolidate achievements and forge ahead, we now make the following report and outlook on next year's work. I. Statistics of main data (as of August 3 1)
1, the total flow (excluding ETC lanes), including export vehicles with a passenger-cargo ratio of about (passenger cars and trucks) and imported vehicles with a passenger-cargo ratio of about (passenger cars and trucks); The total flow of ETC lane is 9 14465438+ 0 vehicles at the exit and 0 vehicles at the entrance.
2. The total toll (excluding ETC lanes) yuan (including electronic payment yuan); ETC dedicated lane element.
3. The toll station always calls out the pass card; Use the printed bill * * * to calculate the number of sheets. 4. Reasonable complaints; Charge error rate and misjudgment rate; Investigate and deal with vehicles that do not meet the green channel concessions; Persuade dangerous goods vehicles; Persuade someone to quit the organization or resign from office.
Three super cars.
Second, the main work summary
(1) Take the collection work as the main line, strengthen the management of fees and promote the smooth development of the collection work.
1, strict charging policy and standardized collection behavior. Toll stations insist on collecting tolls as the main line of work, and the discipline of charging is serious. On the one hand, they let relevant managers go to each team to preach the newly formulated system and policy documents and organize collective learning. On the other hand, the team leader is required to regularly organize team members to review and study the employee handbook, relevant system responsibilities and documents, so that employees can grasp the new requirements and changes of charging operation and special treatment in time. By holding symposiums and individual conversations, we will promptly remind and educate those who have bad signs and enhance the sense of discipline. Generally speaking, the principle of "no leakage of application, no exemption and no levy" has effectively standardized the charging operation process and put an end to blindness and arbitrariness in the work.
2, highlight the inspection and assessment, serious discipline. Internal inspection and evaluation is an effective means to standardize internal management and serious discipline. In the work, focus on strengthening on-site inspection and video inspection, and pay close attention to the implementation of the inspection and assessment system. All-weather on-site and video inspection have been adopted, forming a planned and implemented standardized inspection management. Strengthen the inspection of tickets, bills and special cars, point out the problems found in the inspection in time, conduct the assessment in strict accordance with the standards, and make detailed records of the inspection records. In the past year, more than * * * inspections were conducted and more than * * violations were investigated.
More than 30 nuclear workers have effectively put an end to all kinds of popular violations of discipline, which has prompted our recruitment work to be institutionalized, standardized and procedural.
3. Strengthen site management and do a good job of leakage prevention and plugging. First, emphasize the duty outside the pavilion, strengthen the on-site inspection of duty personnel, pay attention to the situation of the toll plaza at any time, nip in the bud, and eliminate all factors that are not conducive to the collection work; The second is to strictly investigate the "green channel" preferential cars, insist on checking the buses with suspicious vehicle models, investigate and deal with vehicles that do not meet the green channel preferential policies throughout the year, and upgrade more buses, effectively avoiding a lot of economic losses; The third is to increase the crackdown on card grabbing, card replacement and other fee evasion behaviors. Especially at the end of last year, after the toll station fully cooperated with obstacle clearing, traffic police and road administration to successfully smash an organized and premeditated card grabbing incident, it strengthened the training on the use of lane interceptors, improved relevant emergency measures, and effectively put an end to the card grabbing incident. Later, we made arrangements to crack down on card replacement. The personnel on duty and on-site personnel were vigilant, calm and calm, and cooperated with the traffic police and investigation, which effectively curbed a wave of truck card replacement, effectively cracked down on related toll evasion, and achieved good leakage prevention and plugging effect.
(two) based on service standardization, the implementation of civilized service, improve the level of civilized service.
1. Take inspection and assessment as the starting point to ensure the standardization of civilized services. While strengthening business construction, the station always pays close attention to civilized service, combines civilized service activities with improving business skills, insists on on on-site inspection and video inspection, strengthens the on-site supervision and guidance role of team leaders, and effectively regulates related civilized service behaviors. /kloc-since 0/0, the "warmth in tin" has been strictly implemented through the mobilization of the team.
Standardize civilized service rules. According to the standards in the rules, toll stations have established and improved relevant inspection and assessment systems and improved relevant ledger records. At the same time, the station department stepped up inspection and assessment, and the number of inspectors reached 100%. Correcting irregular behaviors in time, strictly assessing, effectively standardizing work behaviors, civilized language and welcoming gestures, dressing for posts with certificates, accepting supervision, emphasizing listing service, singing, charging, smiling service and civilized service to ensure new standards.
2. Focus on suppressing complaints and strengthen the cultivation of service awareness. First of all, it pays attention to the cultivation of service consciousness and personal quality, and has taken the step of changing the charging work from "functional" to "service". Service consciousness has gradually become the first mainstream consciousness of the whole station through repeated emphasis and summary before and after work. At work, the team leader is required to strengthen on-site supervision and guidance, timely discover and properly handle special situations on site, require toll collectors to adhere to civilized and smiling service, strengthen the inspection and assessment of management personnel, properly accept various contradictions in collection, and effectively control the occurrence of complaints. At the same time, special emphasis is placed on active service awareness to improve the convenience service level. Over the past year, we have provided boiled water, convenience tools, convenience drugs and other services to drivers and passengers for more than 1 time, and there has not been a responsibility complaint, some of whom were praised by the "96777" telephone.
3. Promote creation through activities and improve the level of civilized service. First, actively carry out party-mass activities. With the help of the platform of "Striving for Excellence and Glorifying party flag" launched by the Eighth Party Branch, the station department has formulated a detailed political learning system. Through party member's distinctive identity and commitment, he wrote his reading experience, led the league construction with party building, and effectively mobilized all employees to actively participate.
In the May 4th essay-writing activity organized by the general branch of Xizhang League with the theme of "Love the Party and Patriotic Dedication", this site collected excellent manuscripts, one of which was selected by the general branch of Xizhang League to participate in the appraisal and won the first prize. Second, taking the "Civilized Service Month" as an opportunity, we should combine civilized service activities with improving business skills, and start with publicity, self-examination and self-correction, observation and study, experience exchange, inspection and assessment, summary and evaluation, and check for missing items, so as to effectively standardize relevant work disciplines and civilized service standards and truly achieve quality service, excellent order and beautiful environment.
(three) a clear responsibility, strengthen safety management, put an end to all kinds of safety accidents.
1. Implement safety education and deepen safety awareness. Safety is no small matter, and the cultivation of safety awareness is particularly important. To this end, the station department has increased the frequency of safety education and learning. The station department routinely holds safety education meetings twice a month, and each team should talk about safety before and after work. At the same time, I will post safety pictorial, organize to watch safety films, and instill my safety awareness in an all-round way. In June, the toll station combined with the "Safety Production Month" activities, through the fire drills and safety knowledge questions and answers organized by the management center, greatly enriched the safety knowledge and skills of employees, and the safety advanced individuals and teams selected in the activities made the safety awareness deeply rooted in the hearts of the people.
2. Refine the safety work to ensure the safety of the collection. First, strictly implement the patrol system of night shift site and station area, lock office buildings and dormitory buildings at night to ensure the safety of all personnel and public property. The second is to emphasize the daily safety of crossings. During work, you must lock the door of the pavilion and do not leave the pavilion without permission. Monitor and mobile workers must wear reflective vests when working at night.
During the duty period, the squad leader is required to stick to the duty outside the booth and intensify the inspection, which provides a guarantee for the on-site charging work. Third, each shift insists on a comprehensive inspection of all the charging facilities and equipment, especially in thunderstorm weather, to ensure that all kinds of facilities and equipment are in good technical condition, which provides an effective guarantee for the collection work.
3, do a good job in safety investigation, put an end to hidden dangers of accidents. In order to do a good job in safety, nip in the bud, actively investigate and eliminate all kinds of potential safety hazards, and investigate key parts such as office buildings, dormitories and power distribution rooms. We have strengthened and focused on solving the problem of idle people crossing the square work area, clearly listed the key safety protection periods and key parts in the station work area, and designated special personnel to adhere to the daily inspection system, strengthen fire safety inspection, promptly check and replace expired fire extinguishers and damaged fire hydrants, and at the same time play a monitoring and supervision role to actively analyze and find out potential safety hazards and loopholes, so as to be prepared.
(four) based on team building, strengthen personnel management, and build a high-quality levy team.
1, pay attention to ideological education and promote team unity and harmony. Over the past year, we have generally advocated the positive role of employees in integrating knowledge with practice, dispelling doubts and keeping in line with the spirit. On the basis of regular ideological education and team exchange and study, we talked with each other, strengthened communication and unity, enhanced people's understanding and formed a team spirit of joint efforts. At the same time, after work, organize team members to learn all kinds of business knowledge, carry out service experience exchange and other activities, and guide team members to establish a positive, healthy and upward outlook on life, world outlook and values. In order to fully mobilize the enthusiasm of employees, "three stresses and three comparisons" were introduced into the team.
Activity is honesty, depending on who has high comprehensive quality and good window image; Compared with service, see whose words and deeds are standardized and the service effect is good; Pay attention to professionalism and see who has a solid job and a high enthusiasm for work; Compared with skills, see who works efficiently and has excellent business skills; Talk about responsibility and see who has a strong sense of responsibility and is more reliable in doing things; Compared with dedication, see who has high consciousness and strong sense of dedication. A good fashion of "competition", "learning" and "catching up" has been formed in the team, and team members have further promoted the unity and enterprising of the team in judging first and catching up.
2, grasp the skills training, and promote the quality of work. Combined with the fact that the toll stations are all new employees and the traffic volume has increased obviously, the station department has always attached great importance to the training of business skills. First, adhere to the learning mode of integrating theory with practice, and require repeated study and discussion before and after work, and earnestly make learning records. After each class summarizes the problems such as operation and special circumstances, they are discussed and solved collectively at the monthly office meeting, so that the business skills of the team members have been steadily improved and all kinds of work errors have been effectively controlled. Second, combined with the annual rotation training organized by the management center, taking the charging speed test as an opportunity, the theoretical knowledge was combed repeatedly in the form of activities to promote learning, and a set of standardized operation methods of "stable, accurate and fast" charging operation was specially formulated, which achieved good results in the examination organized in the later period of rotation training.
3. Grasp business management and reduce work mistakes. First, by strengthening the inspection and management of money, tickets and cards, we can ensure the smooth circulation of money, tickets and cards. Second, the account books should be "daily, monthly, neat and consistent", and the minutes of pre-shift and post-shift meetings, safety ledgers and on-site handover records should be routinely checked every month, and the situation should be found after summary.
The existing problems need to be solved and improved by the team in time, and the requirements of the station department are followed up to ensure that all the work is implemented. Third, in order to effectively reduce all kinds of charging errors and effectively improve the professional level of all toll collectors, the number of vehicles, the number of receipts and the errors of all personnel are summarized and publicized every month, and people with many errors are required to analyze the causes of errors, write corrective measures, find out the reasons from the source, and standardize relevant operating norms, thus effectively reducing all kinds of work errors.
4. Grasp internal management and promote the construction of "five types" team. We aim to build a "five-type" team, take refined and standardized management as the starting point, constantly improve the team management mechanism, consolidate the foundation of team management, and enhance the team's learning ability, execution ability and practical ability. First, strengthen safety production education and improve the ability of team members to consciously resist "three violations"; Strengthen the skills training that teams and groups should know and know, and improve their business ability; Strict standardized management of team civilized service has improved the overall service level; Second, a very important point in team management and construction is the comprehensive quality and leadership ability of team leaders. In order to solve all kinds of problems in team management, I put forward the team management requirements of "management stresses science, work stresses leadership, style stresses democracy, distribution stresses fairness, criticism stresses methods, activities stresses effectiveness, work stresses human feelings and work stresses style". At the same time, as the first person in charge of the charging site, the professional ability of the team leader is particularly important. By regularly organizing team leaders to exchange and learn from each other, exchange views on various special situations in work and problems in management, discuss solutions together, constantly improve the professional skills and management communication ability of the squad leader, and make every effort to build a team of team leaders who can fight hard and dare to be the first, laying a solid foundation for scientific, standardized and efficient management.
(5) Take system construction as a breakthrough, do a good job in daily management, and ensure that all work is carried out in an orderly manner.
1. Establish and improve relevant systems and deepen system management. According to the actual situation of toll stations, various rules and regulations such as dormitory management regulations, toll station mobile duty regulations, canteen management regulations, toll station wallet distribution management regulations, activity room management regulations, etc. were supplemented and improved, and all station staff were organized to seriously study relevant work systems, clarify their responsibilities, implement refined management systems, and further clarify what can be done, what cannot be done, what must be done and what is absolutely forbidden. At the same time, by strengthening the inspection and supervision of daily work, all kinds of violations of discipline and discipline will be eliminated in the bud, and the standardized, scientific and institutionalized management of the whole station will be promoted with strict discipline and fair assessment.
2. Strengthen dormitory management to ensure a healthy living environment. Based on the working practice of three shifts, ensuring employees to have a full and normal rest has always been one of the focuses of our logistics work. Through strict implementation of dormitory management regulations, it is forbidden to make loud noises and bring outsiders in at any time, thus ensuring a quiet and comfortable rest environment. At the same time, the station department set up a life management team headed by an administrator to mobilize the subjective initiative of employees, highlight self-life management, be responsible for daily housekeeping inspection, maintenance of living facilities, water and electricity management, and effectively consolidate logistics support.
3. Strengthen environmental construction and create a beautiful environment. In order to achieve the standard of "excellent service, excellent order and beautiful environment", the station department has always attached great importance to environmental construction, starting with enriching various logistics administrative management systems, making great efforts to strengthen environmental construction, paying close attention to hygiene and cleaning, strengthening the cleaning inspection of key parts such as canteens and venues, and strictly controlling the customs.
Divide the contracting area, assign the responsibility to the team, clean up without leaving any dead ends, and ensure the good appearance of the station. At the same time, cooperate with the layout of related activity facilities, ensure the basic living facilities in the station, actively organize and participate in company activities, and strive to enrich employees' spare time life, thus forming a healthy and harmonious environment for happy work and happy life.
4. Implement the information reporting responsibility system. In order to realize the systematization and standardization of propaganda and information work, and give full play to the role of information for the people and information for the people, the station department has established a full-time information reporting and publicity responsibility system, with the administrative administrator as the information officer of the station department and the monitor as the person in charge of the team information. Over the past year, all kinds of information have been collected, which has effectively played a positive role in the decision-making of service stations, provided reference, shaped the image of the station area, and promoted the collection management, safety management and logistics management.
Third, the work prospect for next year
Over the past year, although all the work has been steadily advanced and some achievements have been made, there are still many difficulties and shortcomings. First, management efforts need to be further strengthened, and management measures need to be further improved and deepened. Second, the construction time of the station is short, the logistics support means are not many, the investment is not much, and the improvement is not great. It needs to be further deepened to ensure a good collection and living environment. Third, there is a long way to go in creating quality services, creating a safe charging environment and ensuring the smooth flow of toll stations. On the premise of maintaining the existing good condition, we will continue to do a good job in the construction of Zhangjiagang East Quality Toll Station in a proactive and down-to-earth manner with a pragmatic attitude and work style. On this basis, we have formulated the following main lines of work:
1. Continue to build civilized and high-quality services. Deepen the connotation of civilized service, improve the awareness of civilized service, continue to urge employees to strictly implement the relevant provisions of the Detailed Rules for Standardization of Civilized Service, do a good job in daily inspection and assessment of civilized service, and properly handle all kinds of complaints. First, continue to carry out activities such as civilized service month, regularly summarize and analyze the current situation, establish, popularize and learn advanced models, and further standardize employee service behavior; Second, according to the actual needs of drivers and passengers, constantly improve the convenience service measures and deepen the convenience service work; Third, the handling of special circumstances is procedural and standardized, so as to satisfactorily answer all kinds of inquiries, properly handle all kinds of complaints, and put an end to all civilized service complaints.
2. Insist on in-depth study of business skills. Adhere to the charging policy of "no leakage and no levy" and strive to complete all tasks assigned by superiors. First, through annual rotation training, on-the-job training, competitions and other forms of training, strengthen employees' post awareness and service awareness, improve their sense of responsibility, and promote the overall business ability; The second is to strengthen the systematic study of accounting treatment, standardized operation and special treatment of money, tickets and cards, realize the institutionalization of theoretical study, systematization of learning content, diversification of learning forms and standardization of learning procedures, regularly write learning experiences, organize relevant business exchanges and examinations, and effectively improve the overall charging skills.
3. Strengthen team building. First, by further strengthening the education of employees' professional ethics, laws and regulations and basic culture, improve the overall comprehensive quality of the staff; The second is to improve the special handling ability and management level of team leaders by organizing the training and study of managers and team leaders; Third, by cultivating advanced models, the enthusiasm of all employees can be driven and stimulated; Fourth, through organizing various forms of cultural and sports activities and social publicity.
Welfare activities to enhance employees' sense of team, ownership and social responsibility.
4. Strengthen the construction of expropriation environment and improve safety. The first is to strengthen personnel safety. Implement safety team education twice a month, insist on holding a good station safety meeting and driver safety driving meeting every month, and put personal safety first; The second is to do a good job in safety collection. Constantly strengthen safety awareness, organize drills for emergencies such as robbery prevention and fire prevention at crossings, improve the ability of managers to deal with emergencies, and ensure the safety of collection work; The third is to do a good job of leakage prevention and plugging. By strengthening the professional ethics education of employees, constantly improving and broadening the inspection methods and means, strengthening daily verification and supervision, maintaining relevant facilities and equipment in time, and doing a good job in the inspection system management of key time periods, crossings and personnel.
5. Strengthen team building. By organizing various production and operation competitions, we can improve the quality of team members and enhance the sense of collective honor, promote the improvement of team management level, and improve team cohesion by enriching team collective activities. First, by refining and improving the management system and basic accounting, we will promote the procedural, standardized, institutionalized and scientific work; Second, improve the evaluation mechanism, strengthen inspection and evaluation, and ensure the effective implementation of various tasks and measures; Third, through the competition and appraisal activities between teams and groups, the team construction will be promoted to a new level.