The toll station civilized to create the application materials

Reviewing the development history of the fee management office has always benefited from the creation activities of the civilized industry. At the end of XX, when the expressway was opened, our institute took the creation of spiritual civilization activities as the carrier, aimed at “smooth, clean, green, beautiful” and quality service, paid attention to image construction, and participated in the establishment of civilized industry standardization compliance activities. The creation criteria issued by the superiors standardizes the overall work. During this period we accepted several internal inspections. In the process of constantly comparing standards, learning advanced and making up for the shortcomings, the construction of the two civilizations of the unit wenmi.net started in an all-round way, which drove the standardization of management level and the quality of service to be rapidly improved. It was rated as county level in the first year of construction. “Health Advanced Units”, county-level “civilized units” and municipal “Youth Civilization” units. ** The cordial and natural civilized language of the toll collection, the measures of the extended services and the beautiful appearances have been praised by the superiors and praised by the community.
In XX, as the annual advanced unit of the ** expressway management committee, under the guidance of my office, the activities of creating the ** expressway civilized industry were fully carried out.
In order to achieve the goal of creation, the management team set up a leading group at the beginning of the year, formulated an implementation plan, held a mobilization meeting, extensively in-depth publicity, and carried out a series of creation activities, which achieved wide mobilization, clear objectives, and specific measures. Give full play to the pioneering role of the youth of the Youth League, inspire the creativity of each youth of the Youth League, and show the elegance of our highway toll collectors through the establishment of the Journal of Levy, closely surrounding the center of “people satisfaction” and establishing “four images” "Catch the "five combinations" to carry out the work of creating a civilized industry.
First, focus on customer satisfaction, strengthen service awareness, and establish "four images"
As a special service industry, it is our responsibility to meet the reasonable requirements of our customers. The creation of civilized industry can only be achieved if it is widely recognized by the society. To this end, the management office widely publicizes our creation work to the society, and has distributed more than a thousand "service commitments" to past driver customers, so that "100% of the toll collectors use civilized terms to 100% of customers", sincerely hope that the past will take advantage of The personnel gave strong support to the creation activities of the highway civilized industry and put forward valuable opinions and suggestions. At the same time, the service card also announced a service supervision call.
In order to ensure the effective implementation of the service commitment, I have done a lot of work from the difficult and hot work. E.g:
1. The traffic volume of highways increases at a faster rate every year, and traffic jams are prone to occur during peak hours. During the Golden Week, congestion was even more pronounced. This situation is particularly prone to social dissatisfaction, which has caused bad effects on wenmi.net. In response to this situation, the survey, statistics, and analysis were organized many times, and the key points of the day, week, and year were determined and corresponding measures were formulated. In the middle of the day, morning and evening shift time is the focus; in a month, the weekly weekend is the focus of two days; the "three golden weeks" and the rest days around the Ching Ming Festival in the year are the focus of our assault. According to the key points, we have formulated the “Protection Plan for Safeguards” to ensure that the 24-hour driveway is open in the morning, mid, and evening.
During the Golden Week, staff are required to work overtime, increase the spare lane at the toll station, and do their utmost to maximize the safety and smoothness of the vehicle. Our service touched the driver and sought the understanding of the past drivers. In the winter, I saw the frozen hands of the toll collectors. In the summer, I saw that the toll collectors were sweating, and many drivers were moved by the fees of the toll collectors. Not only did there not complain during the Golden Week, but also received praise from the media and leaders. During the Spring Festival last year, the management department led the way through our office and deliberately got off the train to express the toll collectors and expressed satisfaction with our work.
2. Strengthen civilized language and reflect humanistic care. The use of the civilized terms of the toll collectors was included in the "Labor Discipline Assessment Method" and the "Charging Staff Assessment Rules" of the toll booth. The toll department increased the inspection and assessment, tracked the toll collectors, and conducted frequent investigations on civilized terms. Non-standard employees are given guidance and even punishment to ensure that the use of civilized language reaches 100%. On this basis, based on the suggestions made by the customer, we changed the original “Hello, please go well” to “Hello, welcome to go high speed”; in case of major festivals, we will say “Hello, I wish you The festival is good; in the rainy and snowy weather, we will remind the driver to "please pay attention to traffic safety" and have been well received by the drivers. People from all walks of life who have contacted people from all walks of life have been impressed by our civilized language and praised by their superiors.
3. Guided service is one of the traditional extension services of our ** toll collection. **Sendu Scenic Area is a national-level scenic tourist spot. There are many surrounding attractions, and there are many new development roads. Drivers often ask the toll collectors for directions. According to the needs of the people, before the "May 1" Golden Week last year, the management office reorganized and printed more than 1,000 copies of the "Guide to Driving". The proposed service measures have facilitated the travel of tourists and have been well received by the majority of passengers.
**After the completion of the new district, we were very embarrassed. Because of the vast territory, the newly built roads crossed and crossed, and the new name of the road was fully activated. It is said that we are young and lightly charged, and many “old **” are also looking for In less than the place, it is often a stunned encounter with a foreign driver to ask for directions. The answer is not up. According to the public's reaction, we organized personnel to investigate in the new district and surrounding areas, and were familiar with the roads in the new district and the location of enterprises and institutions in the district in time, and asked the toll collectors to accurately grasp them. Now all the wenmi.net toll collectors in our department can accurately guide the drivers who travel to all parts of the country.
4. In terms of road maintenance and landscaping, timely advised the management office that the road maintenance should be repainted and the road markings of some road sections should be repainted, and the safe islands and light poles of the toll station should be thoroughly painted to replant the green belt. The addition of warning signs will also ease the traffic pressure on the road while beautifying the road. In view of the steep and steep slope of the export road, it is easy to cause accidents. In XX, the management organization organized the “vibration deceleration line” on this section to increase the braking resistance of the vehicle and the truck driver who reminded the fatigue driver to improve. Road safety factor. A series of road maintenance and landscaping construction operations provide a safe, smooth and beautiful driving environment for passing vehicles.
Second, the combination of creation work and strengthening of standardized management, and strengthening the basic work of enterprises have been proposed many times at the meeting, and must be combined with the creation and standardization of civilized industry. Without the standardization of management, there is no foundation for the creation of civilized industry, and it will not stand the test. It will not last long after it is successfully created.
Since the establishment of the civilized industry activities, the management has strengthened the standardization of various tasks in accordance with the specific requirements of various operational management standards, so that all work can be followed by rules and evidence.
At the beginning of last year, all the staff of the toll collection organization conducted in-depth study and rigorous examinations on the “Measures for the Standardization of Highway Vehicle Levy Standards” and “Administrative Measures for Highways tolls in the Province”, and incorporated this work into Within the daily study and education work and business appraisal projects of the various fee-based teams, as a constant unremitting work, we must do a good job.
The management office has established a complete inspection and assessment system: the office is responsible for the establishment of the chapter, and the fee department is responsible for daily inspections. The two functional departments carried out the phase assessment work in a timely manner, and placed the assessment work in the timely detection of problems and the management of loopholes. With scientific management concepts and methods, the management and management of the management office was greatly enhanced. Through the specific implementation of the assessment work, the unqualified items were found to be improved in time, and good management practices were found to be strengthened. From management personnel to first-line toll collectors, work has inspection and assessment, problems have been rectified, and indicators are cashed at the end of the month and year-end. In the virtuous circle of constantly discovering problems, analyzing problems, summing up experiences, and solving problems, we ensure the completion of various tasks and the continuous improvement of various tasks.
Inter-relationships were carried out between the various fee-based teams. After exchange learning and unification, it has played an obvious role in the standardized management of the entire team.
In order to standardize the behavior of employees, the management created the work leading group, organized relevant personnel to compare the civilized industry standards, combined with the actual work, in the form of easy to remember, eloquent and reasonable, and set up the toll collectors, inspectors The supervisors, supervisors, and office managers' job responsibilities are printed and handwritten on the wall, so that everyone can be seen at any time, and by checking the implementation, effectively regulating the behavior of employees and correcting non-compliance with the requirements of the regulations. The phenomenon.
Third, the combination of creation work and employee team construction, comprehensively improve the quality of employees. We believe that the creation of civilized industry is to achieve the goal of “lighting” the overall image of the expressway by “lightening” the personal image of employees. The purpose of the image of the outer tree. Focusing on improving the overall quality of the workforce, we have carried out various forms of education and training activities with the aim of improving the ideological and moral quality, business technical quality and civilized service level of the entire workforce as soon as possible.

After XX years, the workforce has changed. In order to maintain the overall quality of the team and the quality of service, we have always been closely integrated with the actual situation. We have grasped the two forms of training before and after the job, and took the lead in implementing the competition. The last elimination system effectively maintains the stability of the team, improves the ideological quality and business level of the employees, and ensures the completion of the civilized image and various tasks.
Do a good job in pre-job training. In the past two years, we have conducted several trainings and military training. Through rigorous military training, employees have honed their will, strengthened discipline, standardized behavior, and trained them to master the basic requirements of their positions.
Adhere to the training in the post. The on-duty toll collectors carry out various business learning and skill training every week; in order to further improve the service level and business skills, comprehensively master the skills of each position, create an all-round team, combined with the spirit of the management department's effectiveness building, I am The whole line took the lead in the rotation of employees and the learning activities of the management personnel in the lower lanes from June to September XX. Each team assigned an old staff member to the rotation staff to form a pair of assistants and teachers. The way to help teach, so that each employee becomes a versatile person who can work in various positions of the toll booth, greatly improving work efficiency. On the basis of one-on-one, we have also adopted the special help group of the backbone team to make up for what is wrong for employees who are unqualified and have poor individual business. Such old and new, good help, there are responsible books, inspections, summary and commendation, so that a large number of "new employees" to work, can smoothly transition, but also benefit from this kind of training.

Through on-the-job training, the quality of employees' business has been continuously improved, and various business indicators, such as speed of charge, checkout speed, speed of counting money, ability to identify counterfeit currency, and ability to identify fake driving licenses, have been continuously broken. In XX, we also actively carried out business operations for the brothers who came to exchange and study, and simulated the on-site identification of the fake driving license demonstration, which was unanimously praised by the brothers.
The management adheres to the principle of “capable, upper, and mediocre”, in accordance with the relevant regulations of the Administrative Committee and the Management Office, and “openness, fairness, justice”, “democracy, equality, merit, and work performance”. The principle of XX, through the mobilization preparations in January-May, successfully competed for posts in August. The employees are brave enough to participate in the competition, and the competition atmosphere is strong. Through self-recommended registration, business examinations, daily assessments, employee evaluations, and assessment teams, their speeches are answered and the collective opinions of the management department are collected. Finally, the employees are selected according to the high and low scores. Appointment was carried out. Through this competition, four toll collectors stood out from the competition of management personnel, monitoring personnel and fee-based squad leaders. The recruitment of posts has fully motivated employees to develop their creativity and mobilize their enthusiasm and competition.

Fourth, the creation of work and the combination of various forms of ideological and political work to promote the formation of a good atmosphere
1. Through research, determine the focus of ideological and political work.
The average age of the management staff is 27 years old. The world outlook, outlook on life and values of these people have not yet been formed. It is necessary for them to display four images at the same time as they complete the charging task, and the requirements are indeed relatively high. How to manage and educate such a team is an important issue in our ideological and political work.
It is sure to not receive good results by simply preaching and relying on the powerful methods of making a sound. They must know what they want, what they want, work in a targeted manner, be aware of employee feelings, answer employee questions, solve employees' difficulties, and gather employees' hearts.
To this end, since the opening of XX, the leaders of the toll booths immediately went to the grassroots level, carried out research activities, held several symposiums, and all frontline employees participated in the discussion. Afterwards, the opinions and suggestions were mainly reflected in the future problems that they care about, how to continue learning problems, too many job evaluations, too strict management, some uncomfortable, and boring life.
Through research, I obtained first-hand information and determined the focus of ideological education. I believe that in strict management, we must attach good service and sincere concern. Combining ideological work with solving practical problems, "people-oriented", combining ruthless management and sentient service, combining the fight against evil spirits and promoting positive and negative conditions, combining universal wenmi.net education and individual help. At present, in the management office, managers at all levels understand the needs of the toll collectors and care about the minds and lives of the toll collectors. This has become a consensus. This year's work report of the management office put forward the working method of “walking management”, that is, “walking into the toll booth and entering the staff life”. The purpose is to understand the thoughts and needs of employees and to work in a targeted manner.
2. Carry out various forms of corporate culture activities.
A series of activities were carried out according to the problem that the toll collectors reflected the boring and monotonous life. Before the Spring Festival, all employees self-produced and performed literary and artistic programs, performances at various levels, a group of sketches and cross-talks reflecting the work and life of employees, and promoting the spirit of dedication and dedication. They were created and a group of literary and artistic backbones stood out. The first anniversary of Qingkaitong, the general branch of the management department, participated in several programs. Several hundred people at the grassroots level watched it, which reflected the strong, that is, the pleasure of life and the purpose of education.
XX years ago, several times invested in funds, construction activities such as basketball courts, billiards room, etc., equipped with cultural and sports equipment to carry out cultural and sports activities, so that employees fully feel the care and warmth of the leadership, so that employees more love to work, increase the team's cohesiveness And teamwork.
3. Improve the system and continuously establish effective mechanisms.
Since the first half of XX, the leaders have conducted detailed investigations and combined with the actual work of our fee-based work, and changed the original “four shifts and three operations” to the “four shifts and two operations” system, which greatly improved the efficiency of charging and guaranteed three. The rest of the class staff makes each employee have a fuller enthusiasm to face the passing staff. After more than a year of practice, it proved the effectiveness of this system and was recognized by the management committee. It has been promoted throughout the **.

4, learn advanced, tree model soldiers, play a typical leading role.
According to the conference spirit and work requirements of the **Highway Management Committee and the Management Office, the management has combined the actual work and carried out the selection and selection of advanced and three civilizations. Through this activity, we will create a new situation in which our employees are advanced, dedication, first-class, and more contributor. We will accomplish the tasks of the whole year with high standards and high quality, and lay a good foundation for the achievement of the goal. . In accordance with the actual situation of the work, a detailed selection method has been formulated, and the three civilized selection activities are carried out monthly in the scope of the management, with the aim of encouraging advanced and urging progress. In the selection campaign of the Three Civilizations, more than 150 people have been honored in the Hall of Fame since its opening!
In short, since the establishment of the civilized industry, our work has made great progress and improvement. However, there is still a gap between the standards of the civilized industry in our province. We must learn from the advanced experience of the brothers and continue to carry out the series. Create an event. In XX, our work focuses on summing up the experience, finding the shortcomings, and then going up the stairs. Focus on team building, strengthen team building, and improve the overall quality of all employees. Further deepen the significance of the creation of the civilized industry, raise the awareness of employees' civilized service, continuously improve the working standards, provide more satisfactory services for the staff and strive to achieve the goals of creation.

The toll station civilized to create the application materials

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