Mobile communication company's self-examination report

Mobile communication company's self-examination report

In order to conscientiously implement the spirit of the Henan Provincial Communications Administration and Henan Netcom Branch's democratic appraisal work style video teleconference, we will actively carry out the work of democratic appraisal of our company, and follow the initiative of the new county to correct the industry's unhealthy leadership. To discuss the arrangement and arrangement of the work of the wind, this year, with the important thinking of "three represents" and the work requirements of "for the people, pragmatic, and clean", the company vigorously carried out "to establish a new style of the industry, optimize the development environment, and serve the public." "The theme of democratic appraisal activities, actively promote the "service-leading" strategy, strengthen the "customer first, integrity service" concept, focus on solving the problem of communication service quality, adhere to the principle of treating both the symptoms and the root causes, unified thinking , raise awareness, actively cooperate, accept criticism softly, take the initiative to do a good job of rectification, comprehensively improve service levels, continuously enhance the core competitiveness of enterprises, promote comprehensive, coordinated and sustainable development of enterprises, and make due for the overall situation of reform, development and stability of the county. Contribution.
Now I will report on the self-inspection of our company's 2005 democratic appraisal work as follows: Unified thinking and raising awareness. Democratic appraisal is an important measure to practice the important thinking of the "Three Represents", to achieve good, maintain and develop the interests of the people. It is important to expand grassroots democracy, strengthen public supervision, and promote party style, political style and industry style. way. It is conducive to the communication enterprises to listen to the opinions and suggestions of all sectors of the society in a timely manner, increase the intensity of supervision and inspection work, continuously improve the communication service work, and improve the service quality and level. As a re-evaluation unit, we fully realized the importance of democratic appraisal work. On May 26, we held the 2005 XX Branch Democratic Appraisal Campaign Mobilization Conference to fully deploy the work of democratic appraisal. Put the work of democratic appraisal and work on the important agenda, actively cooperate with the local government's rectification office and review representatives to do a good job, and ensure the smooth development of democratic appraisal work.
Second, improve institutions, implement responsibilities, and effectively strengthen leadership over democratic appraisal and work style. In order to implement the work of democratic appraisal and work style, combined with the actual situation of Xinxian Netcom, the county company's style of action evaluation leading group and office was established. Manager XXX is the team leader, deputy manager XX, XX, XXX is the deputy leader, customer service department, operation and maintenance center, trade union, personnel and other main responsible persons are members of the leading group. The leading group has an office, the office is located in the general department, and XXX is the office director. The Office issued the “Programme for the Democratic Appraisal of XXX Branch”, and formulated self-examination and self-correction measures for the content of the review and the problems reflected in the local questionnaire survey.
According to the job responsibilities, the lead responsible department for the work of democratic appraisal is further clarified. The organization and management of the democratic appraisal is handled by the office; the implementation of the communication service rules and regulations is the responsibility of the customer service department; the quality of the communication service is the responsibility of the service inspector; the communication equipment maintenance, fault handling, and interconnection between telecommunications operators are handled by the operation and maintenance center. Responsible; the use of authority "eat, take, card, want, report" is personnel responsible.
Third, strengthen coordination and cooperation to form an overall synergy. We have strengthened our ties with the county party committee, the government, the people's congress, the CPPCC, the news media, the communications regulatory authorities, and the relevant departments of the society. We have more requests, more reports, and more communication. Important activities actively invited the county party committee, the government, the people's congress, the CPPCC, the news media, the communications regulatory authorities and relevant parties from the society to participate in the guidance. We will earnestly strengthen the work of giving up the situation and reporting the situation, so as to ensure the smooth flow of information. We will combine the work style assessment with the improvement of communication service quality and speed up the development of communication services, and make overall arrangements to further improve service quality through the evaluation of the work style and promote the comprehensive and smooth completion of various tasks this year.
Fourth, strengthen incentive and punishment measures, strengthen supervision and inspection, and further promote the improvement of communication service quality. In accordance with the requirements of the Democratic Appraisal Implementation Plan, the County Corporate Governance Leading Group and the Office will organize irregular and non-greeting inspections during the implementation phase and rectification phase of the democratic appraisal activities. By checking the implementation of various rules and regulations of communication services, the quality of communication services and the development of democratic appraisal work, all employees of the company, especially the management personnel at all levels of the company, fully establish self-conscious service awareness and create a good service atmosphere. To further improve the quality and level of communication services, and ensure that our company has achieved good results in the county's democratic appraisal activities, and strive to become an "advanced unit for the annual construction of the wind." At the same time, increase the intensity of rewards and punishments, combined with service work target management and performance appraisal, carry out better rewards for democratic appraisal activities; carry out heavy penalties for poorly conducted democratic appraisal activities. In order to make the staff service awareness and service level not in the form, it is persevering. The city and county levels respectively set up supervision teams, and the city company hires a business investigation company to conduct unannounced visits as a “mystery customer”. The county company organizes related service management. The personnel conducts inspections and inspections by various means such as clear inspection. The municipal company organizes an unannounced visit to the "mystery customer" every month and reports the inspection results to the whole city. The county company organizes weekly personnel to conduct surprise inspections of window service personnel, and informs and fines the teams and individuals who have problems.
5. Focus on the content of the review, focusing on the following aspects. Service specification. Our company strictly implements the "China Netcom Co., Ltd. Henan Branch Service Specification" and "Telecom Service Standards", establishes and improves service quality supervision, inspection and assessment methods, and promulgates the "Detailed Rules for the Administration of Service Supervision Work" and "2005". The annual communication service quality inspection and evaluation scoring standards, the "Communication Service Awards and Punishment Measures", etc., vigorously promote the "first question responsibility system" and "yellow card warning system", and stipulates: those who have been shown a yellow card for two consecutive months of service work, deduction Decrease the unit by 10 points and be shown a yellow card for three consecutive months. In addition to reducing the unit by 20 points, the performance salary of the person in charge of the unit is downgraded for one year; for three consecutive months, there is no reason for the user to complain, and the reward unit is 10 points. When the first place is awarded the first place, the unit will be rewarded with 5 points, and the first place will be awarded for the third consecutive month. The unit will be rewarded with 10 points, and the performance of the unit leader will be upgraded for one year. Windows service. The business window personnel are required to wear uniforms and wear the number plate; the second is to be enthusiastic and active, and to "have voices, voices, answers, and chorus"; The standard of instrument behavior; Fourth, the use of civilized norms; five to standardize the implementation of standing services, it is strictly prohibited to appear "life, cold, hard, top" phenomenon for users. The appointment service is implemented in the installation service of the transfer machine, and it is required to set a time limit of no more than 10 minutes before and after the appointment with the customer, uniform dressing and wearing the work number plate, courtesy service and use civilized language, and the operation of the mobile repair machine conforms to the specifications. It is strictly forbidden to "eat, take, card, and ask" and find one of the above phenomena. Once verified, the relevant departments will give a 10 times fine, and those who are serious will be treated as posts. Obstacles to repair. Our company's commitment to the outside world is: 48 hours of cable damage repair, 24 hours of non-cable repair. Telecommunications tariffs. Our company strictly implements the national tariff policy and publishes the tariff standard on the wall of the fee. Users can make free enquiries at any time with valid documents as needed. In order to facilitate the user's payment, our branch and the Agricultural Bank cooperated to increase the number of charging outlets in the county and various townships, and equipped with chairs, reading glasses, paper, pens and various promotional materials. Customer service desk service. We have opened the 96189 hotline and implemented a 24-hour duty. We can answer the user's consultation in a timely and accurate manner and promptly instruct the relevant personnel to deal with the problem.
In addition, we have increased our business education and strive to build a first-class service team. In view of the current situation that some of the personnel in the service work are uneven and the business level is not refined, our company has continuously increased the training work and organized personnel to participate in various business technology trainings for provincial and municipal companies. At the beginning of March this year, we conducted rotation training for salespersons and line staff in the county; we carefully studied the "Telecommunication Regulations", "Enterprise Service Standards", and "National Development Office No. 75 Archives", etc. In June, they were theoretically and practically Operational learning and drills; in addition, organize personnel to participate in various post training, technical competition, arranged knowledge lectures, case studies, answer sheet assessments and other forms, rich in content, innovative training activities, through multi-channel, all-round training, The majority of employees have strengthened their learning awareness, improved the service knowledge structure, standardized service standards, and improved service methods and service methods.
In addition, we also carried out the activities of “three talks and one tree” and “creating the first to compete for excellence” in the company, and called on the employees to “learn Wang Shuming, learn from Jiang Yunchang” advanced deeds, and insist on “customer first, honest service” in service work. The employees gave praise, and they were working properly in this position. They were unreasonably troubled, beaten or beaten by individual customers because they were doing things according to the rules.
Through the implementation of the democratic behavior review activities, compared with previous years, the service work of our company has been significantly enhanced, the work style has been significantly improved, the service level and work efficiency have been significantly improved, the business environment has improved significantly, and social satisfaction has generally increased. The “four chaos” and “four difficulties” and the phenomenon of eating, taking, carding, and so on reflected by the users are gone, but there are still some problems and deficiencies in the current work. Some employees have insufficient understanding of service work, and individual units are long. Insufficient adherence to the effectiveness mechanism. In this regard, we will continue to do the following work. First, we must take more powerful measures to ensure the realization of the long-term mechanism construction goals. Second, we must further increase the frequency of service inspections, increase the investigation and handling of complaints, and discover Together, investigate and punish, punish together, do not miss a detail, do not let go of an incompetent employee, effectively change the work style of employees, improve the overall service quality and level; third, earnestly carry out the "remediation of the environment to see results" activities, Ensure that my branch's rectification work fully meets the target requirements.
It is our unshirkable responsibility to push XXX communication business forward. It is the glorious mission that history has given us. Our company will continue to take this opportunity to rectify the business environment of the enterprise, thoroughly study and implement the spirit of the 16th Party Congress, give full play to the advantages of the network, continuously enhance the sense of service, comprehensively improve the quality of employees, further emancipate the mind, update concepts, and innovate. In the future, we are determined to build XXXX into an advanced network, flexible mechanism, scientific management and first-class service under the leadership of the county party committee, county government and city branch, under the care and guidance of the leaders and the leaders of the Office. Communication companies have made our due contribution to the development of XXX society, economic prosperity and the improvement of people's living standards.