Summary of the year-end work of the highway stationmaster in 2019

Looking back on XX years, xx stations in accordance with the deployment of the bureau and departmental branches, under the correct leadership of the leadership, and in close cooperation with various departments, firmly establish a people-oriented, car-oriented service concept, refine daily management, so that Everything is getting better and better. Through the strengthening of civilized services, quality services, and at the same time focus on strengthening business learning, with skilled business to provide quality services, the successful completion of various tasks. The work of XX is summarized as follows:

In XX, I completed a total toll income, the traffic volume reached the station, and the number of inspections was 4, which grew up compared with the same period of last year.

First, the business learning atmosphere is strong.

First of all, in view of the fact that some of the toll-paying personnel are not sophisticated and do not seek a solution in the work, the station proposes to raise the level of business, and through the method of recording and assessing the number of misoperations, urges the charging and over-the-counter to strengthen business learning, thus gradually establishing in the station. Starting to learn, more than the business atmosphere, everyone actively and earnestly study and excerpt the archives content at all levels, and always do not forget to bring "learning notes", "charge manual" and "charger training materials" at night. On the one hand, there is plenty of time to study at night, and on the other hand, it is also a good way to drive away the difficulties.

Every quarter, all the staff of the branch conduct a business exam. Passing the exam, it is a good function of testing and guidance, effectively promoting the fees and supervising the work. Let everyone further understand the mastery of their business knowledge, recognize the shortcomings, and remedy the charging in a timely manner.

In September, the bureau branch conducted business training on vehicle identification. This training is the most comprehensive study since the change of the charging standard in April XX. The purpose of this training is to ensure the successful completion of the toll of the XXX in the first year of xxx. The personnel who participated in the training will immediately convey the relevant learning content and spirit to the station-wide charging staff. The learning atmosphere of each team is very strong, and everyone has heated discussions about the controversial models. Through this study, they have a clearer standard of judgment on vehicle identification, and laid the foundation for ensuring the smooth completion of the toll collection task.

Second, focus on improving service quality.

1. Work methods should be appropriate.

In order to ensure high-quality services, the station proposes civilized services for four and four, namely: be polite, not arrogant; be peaceful, not too aggressive; be patient, don't be anxious; be majestic, not weak. It is used to guide, coordinate, promote service and law enforcement work, avoid conflicts with the same passers-by, and fully display the image of the traffic industry window.

2. Pay attention to the image inside the pavilion.

Because the traffic volume of my station is small, there is a lot of time for no car to pass, so the on-the-job personnel are prone to bad image. In response to this situation, the station has adopted a combination of usual inspection and random sampling to make this aspect have a short time. Greatly changed, now everyone can consciously restrain in the pavilion, and do not rely on it, always adhere to one.

3. The meaning of civilized language is innovative.

To improve the level of civilized service, we cannot stay on the basis of the original civilized language. We should start with a smile, a greeting, a blessing, and we should explain every civilized term in time. For example: From the initial "Hello, please go!", "Hello, please pay xx yuan, receive your xx yuan, find you xx yuan, please go!", rich as "Hello, welcome to drive ××High speed!”, “Working hard!”, “All the way safe!”, “Please don’t speed!”, “Building at xx, please pay attention to traffic safety!”, etc., so that the staff can feel at home. At the same time, it also reminds drivers of friends to pay attention to driving safety, making civilized service more humane, and truly reflects the "people-oriented, car-oriented" service concept.

4. "Smile service" is sublimation.

In terms of civilized service, in addition to the use of civilized language, we have also advocated the smile service. It can be said that smile service is the embodiment of high-level civilized service.

Third, strengthen political learning.

On the one hand, through the branch, everyone learns "xxxx", which further strengthens everyone's responsibility for work. Starting from me, starting from me, starting from the little things around me, practicing the "xxxx" action boom. Formed the xx station "xxxx".

Honoring the dedication of love and dedication, and being ashamed of attitudes;

Be proud of your enthusiasm, and be ashamed of being unreasonable;

I am proud of my honor and discipline, and I am ashamed of my actions;

Be proud of unity and mutual assistance, and be ashamed of selfishness;

Be proud of common progress and be ashamed of dismantling each other;

Honored with a correct attitude, ashamed of resentment;

Honored by business savvy, ashamed of business mediocrity;

Be proud of being diligent and pragmatic, ashamed of laziness and impetuousness.

On the other hand, through the study and discussion of the white paper “Implementing the spirit of the speech of the Director xx, carrying out the recognition of the situation, changing the concept, accelerating the reform, and promoting the development of the discussion”, everyone realized that to be “people-oriented, car-oriented” "This", the transformation of the service concept, each employee must be based on positions, strengthen learning, abandon the old-fashioned, conservative rules, continue to innovate and think, creatively complete their work, to adapt to the new era of highway development for employees Claim.

Although, the discussion activities to learn the spirit of the speech of the director x are nearing the end. However, we will always carry out the "people-oriented, car-oriented" service concept throughout the work, to achieve quality service, civilized service, and establish a good service image.

Fourth, attach importance to safety work, bearing in mind safety first.

I stand on the safe work for the top priority of all work, pay attention to safety inspections on weekdays, find hidden dangers, and do early detection, early reporting, early resolution, and early recording.

Safety and security work can not be ignored, and prevention is the most important. Therefore, in daily work, we require each security guard to carefully inspect the office area and work area during the shift, and carefully record and report on special circumstances. Every on-the-job personnel strengthens prevention to prevent the occurrence of incidents and accidents such as theft, looting and fire. In addition, the monitors must also play a role in supervision and inspection.

At present, every employee in the station attaches great importance to safety work, which can be seen from the specific work performance.

1. The monitor is fortified in time at night.

2. The super-manager will lock the door of the settlement room, the door of the building, the iron gate and the windows of each room in time.

3. The toll collectors are escorted by the security guards.

4. The number of night patrols of the super-management personnel increased significantly, the frequency basically reached the half-hour requirement in the station, and the patrol parts were wider and more careful.

In addition, we attach particular importance to the work arrangements for the "five" and "ten" ones during the long vacation. Before the May 1st and 11th holiday, conduct a comprehensive safety inspection and conduct a comprehensive inspection of fire extinguishers, canteen liquefied gas tanks, alarms, lighting lights, water supply equipment, etc., and report the relevant situation to the comprehensive safety inspection of each department of the department. . At the same time, relevant arrangements have been made in advance for the holiday work, with emphasis on safety precautions, smooth protection, and civilized service, and timely reporting in case of major situations.

5. Care for the lives of employees and solve practical difficulties in the work of employees.

Reflecting the actual situation in the station to the relevant departments of the management office, thus solving specific problems related to the work and life of the employees, such as: building a locomotive shed, replacing the bathroom basin, installing a water storage tank, etc., which reflects the management and station leadership to the staff Concerned, the workers' work and living conditions are more comfortable, so the enthusiasm is also higher.

6. The effect of ideological education is remarkable.

Emphasizing the work of ideological exchanges, fully mobilizing the stationmaster to talk to the class, and the people with fewer problems, in the principle of education and help, to change the opportunity, the personnel who have occurred many times on the same problem should follow the standards.

Assessment. It embodies the principle of “taking education as the leading factor, taking assessment as the means, and promoting work as the purpose”.

After a year of hard work, the employees' mental state and work attitude have changed. They can do their jobs and actively participate in various activities. The whole station has shown an atmosphere of unity and uplifting.

7. Adhere to poverty alleviation and help the poor to send warmth and do a good job in spiritual civilization construction.

In the past few years, I have always insisted on sending rice, noodles, oil, eggs and other condolences to the elderly people in the holiday, to prepare for heating coal, and often clean the elderly and do housework. The Youth League branch is still in the middle of learning Lei Feng activities, going to the nursing home to visit the elderly and bringing condolences to them.

Adhere to the "providing quality services for the use of passers-by" as the work center, and provide a love for the staff and passengers to solve problems. During the year, the good people and good things that emerged emerged in an endless stream, and received many letters of commendation and pennants. Recently, I was reported by xx TV station for the storage of the Luhe Power Plant in Hebei Province.

Eight, strict management and family management combined, received significant results.

1. Strengthen internal management and do detailed work.

"There is no accumulation of miles and no miles, and it is difficult to become a river without a small stream." In fact, the work of the toll station itself is very trivial. Only by doing these details can we ensure the smooth implementation of the entire fee-based treatment. Therefore, in the usual work, we require every employee in the station to be strict with the law, and prohibit all regulations. For example, the hats must be worn in the toll booths; the staff in the pavilion must strictly restrain their words and deeds during their work; the daily hygiene handover must be done in three places, that is, the cleaning is in place, the inspection is in place, and the rework is in place to ensure a good pass for the passers-by. Driving environment; in the process of charging, it is forbidden to chat, and the use of passers-by is the first priority; for the use of passers-by, the stationmaster must be settled in time. In case of traffic jams, it is necessary to open the edge in time and so on. For these detailed work requirements, most people can form a good sense of self-consciousness.

2. Fully mobilize everyone's enthusiasm so that everyone can be put into work with the attitude of the master.

The toll booth is for everyone and everyone. Fully mobilize the enthusiasm of everyone, let everyone really build and care for the toll station as a home, the whole station will get good results. Therefore, how to mobilize each person's enthusiasm in the work is the most important question for managers. I think it is very important to manage to "consume people and serve people with morality." Because "rational" can convince people, "de" can influence people.

In short, the work of XX has been successfully completed under the joint efforts of all employees, but there is still a long way to go in the future work. We have the confidence and determination to do a good job, complete the tasks assigned by the leaders, and accept the guidance and inspection of leaders and passers-by at any time. In the end, let the leaders feel at ease and use passers-by.

In the next year, we will continue to work hard and complete the tasks assigned by the superior branch. And the plan is as follows:

1. Conscientiously implement the spirit of the work of the bureau and department to ensure that the annual fees and supervised work are completed.

2. Adhere to the management philosophy of “people-oriented, car-oriented”, adhere to the “quality service for the use of passers-by” as the work center, sum up experience and strengthen management. Work hard to complete the XX year charging task.

3. Strengthen the business learning of the toll collectors and provide basic guarantees for completing various tasks.

4. Do a comprehensive safety inspection, eliminate potential safety hazards, and coordinate with relevant departments to solve existing problems in time to ensure complete and smooth flow.

5. Organize cultural and sports activities to enrich the staff's spare time.

6. Keep the station standing and tidy, create a comfortable environment for passers-by, and strengthen civilized service to provide warm and thoughtful service.

7. Further enhance the team spirit, enthusiasm and initiative of employees, and work hard to standardize management, ideological education, and activities, motivate employees' work enthusiasm, and form a dedicated team.

8. Complete other tasks assigned by the leadership.