Team year-end summary essay
I. Safe work: Conscientiously implement all safety measures for ground service posts, and ensure safe overall operation.
1. Safety is the basic and soul of the survival of the civil aviation industry. In order to solve this important problem, the team actively responded to the department and the department to continue the “Hundred Days of the Winter and Winter” competition and the safety hazard investigation and rectification campaign. And the department's regulations on the management of the documents in the isolation area. In addition, we must pay close attention to safety teaching and training. The organization team members carefully studied the company's XX year aviation safety work plan, understood the safety responsibilities of ground services, and deepened the safety awareness into the bones.
2. In order to ensure the fulfillment of the Spring Festival work obligations, all members of the organization team learned the “Safeguard and Service Guarantee Plan for the Spring Festival” of the Ground Service Department in XX, ensuring that each employee can recognize the characteristics and difficulties of the Spring Festival safety work.
3. In response to the catastrophic rain and snow weather in North China and East China, and the large-scale flight delays that may be encountered during the Spring Festival, special cases of my team's case and service skills exchange and case studies for abnormal flights are organized. Intended and targeted practical exercises to ensure that there are no major issues affecting safety and quality of service.
4. Continue to actively support and strictly implement the quarterly safety assessment system of the department and the monthly “Safety Day” system. At the same time, strengthen the supervision, and the duty officer will review the service and safety work of the members of the team from time to time and from time to time. Once the safety hazards are invented, timely combing and analysis, targeted methods are proposed, the obligation awareness of all employees to prevent work errors is strengthened, professional literacy is improved, and the skills and methods for preventing employees from working errors are achieved, with good results.
Second, the service guarantee work: put forward the concept of humanized service, strengthen the overall service awareness of all staff, and successfully complete the ground service support work.
1. Due to the winter season and the Spring Festival period, large-scale flight delays occur. In order to provide timely and caring services to passengers who delay the itinerary due to flight delays in the first time, the team has developed a phase-intervention case. The obligation is refined to everyone.
2. Due to the relative shortage of staff, new ingredients, and a large proportion of new employees, one third of the employees did not participate in the “Spring Festival” guarantee. In response to the above situation, the new employees were actively joined the second phase of the service room “New Leaf Cup”. The post training exercise, at the same time correspondingly increase the amount of flight obligations of new employees, to combat the practice, to lay a solid foundation for the Spring Festival travel guarantee.
3. In response to the speciality of Lhasa flights, the department's special protection program will be strictly implemented, the new terminal building and the feeder terminal service personnel will be deployed in a fair manner, and the boarding gates will be equipped with key staff, and at least three guides will be deployed to participate in the leadership service. After the earthquake, the number of unaccompanied passengers increased, and employees who did not have flight missions were on standby at peak times to ensure that the transportation site had sufficient support to ensure the normal travel of unaccompanied passengers.
4. For the main flight guarantee obligations, if the flight contains the representative of the Sichuan Provincial League, especially the transportation of the wounded in the disaster area for one week after the earthquake, as well as the large number of relief teams and the protection of the orphans in the disaster area, the staff of the team will be organized. A special plane support team was set up, and a well-rounded humanized service guarantee plan was formulated in this way, which was highly appreciated by all sectors of society and the company.
5. To effectively evaluate the work situation of employees during their employment, and cooperate with the upcoming employee star rating scale and performance salary evaluation system, and perfectly serve the department's information reporting system, actively supporting and participating in the department's formulation from March. The “employee day-to-day work order” system, the staff performed well, and the duty officer commented on fairness, openness and fairness.
6. Successfully fulfilled the service guarantee work of the company's codeshare flights, virtual flights, and transit passenger flights with KLM.
7. Regarding abnormal flights, timely control of information dynamics, correct formulation of service plans, and always maintain the awareness of “no delays in flight delays”, minimize passenger dissatisfaction with flight delays, and improve the team's overall ability to handle abnormal flights.
Third, business training: strengthen basic business training, and continuously promote the overall business level of employees.
1. Vigorously promote the pre-class meeting system of the department. In addition to the routine matters, the “my team, I am the master” of the resounding department of the department actively refers to the idea, inspiring the team members to display inventions and imaginations, and will present a brief report of five minutes before the class. Rich, fun, and lively. Knowledge makes people more attractive. Through this method, the members enjoy the power of learning, and they can enhance the awareness of the “protagonist” of the employees themselves, and the enthusiasm for participating in the construction and management of the team is greatly improved.
2. At the beginning of the year, new employees were deployed to participate in the second phase of the “New Leaf Cup” training of the department. At the same time, all the personnel of the team were organized to conduct business re-training on the rainy season flights to improve the business level of the whole staff in various situations.
4. Encourage old employees to participate in the promotion of part-time instructors in the department and participate in the revision of the teaching plan.
Fourth, quality management: Focus on improving service quality, and gradually improve the service quality management system of the team, so that the service quality is gradually rising.
1. To achieve the goal of zero effective passenger complaints and zero major work errors for the whole year.
2. Set up a quality inspection team for the team, strictly in accordance with the “Quality Scale for Ground Passenger Transport Service”, and check the quality of work and the quality of service standards of employees on the job from time to time.
3. Review the work quality and service quality of the company, the center, the part, and the department, as well as the self-inspection within the team, and participate in the team management to quantify the team selection and employee performance.
4. Cooperate with the marketing department and actively issue opinion cards.
V. Self-construction: Pay attention to the overall construction of the team and create a coordinated team atmosphere.
1. Since the service room introduced the “star” management measures of the team leader, the quality of the work of the deputy directors in the team and the implementation of the rules and regulations have been significantly improved. In particular, there are obvious innovations in the service of each period. .
2. The first anniversary of the establishment of the “Image Foundation”. Under the accurate leadership of the department, the Foundation has been working well for a year. This invisible hand has led each team member to effectively realize self-monitoring and self-management. The function of the Foundation is evident.
3. Enhance the ideological style construction of the team, and regularly analyze the dynamics of the employees' thoughts to reach the same mind and consistent pace.
5. In order to adapt to the company's development needs, the reserve service team leader reserves the strength, and at the same time responds to the problem of backbone loss caused by talent output, actively promotes and recruits excellent employees to participate in the departmental team leader “preparation” application, and timely enriches the team leader of my team. Prepare for the "team."
6. Beautify the cultural wall of the team, making it an exchange platform for employees' thoughts, work, and career.
7. Select team members to actively participate in meaningful public welfare campaigns, such as the “Fire Knowledge and Skills Competition” held by the company to strengthen employees' fire prevention awareness and skills.
8. Each team in the service room has launched an internal characteristic service planning meeting, brainstorming, and in line with the principle of innovative service and humanized design, and distinguishing the special services of various themes on various international and domestic traditional festivals, which are highly appreciated by passengers. And ok.
Sixth, planning and publicity work:
1. In addition, an external publicity group was set up to publicize and report on boarding gate services, good deeds and important flight guarantees, and provide excellent manuscripts for the “Chuanhang Monthly” and “Window of the Ground Service”, and broaden the publicity channels to the industry. Most of the large media, such as the Civil Aviation Resource Network, posted messages and published manuscripts, most of which were published.
VII. Important issues: Although I have made some gratifying achievements in this year's work, I am still waking up to realize that the flaws in the work need to be highly valued.
1. Due to the needs of the company's development, the backbone of the team has a serious outflow phenomenon. The new backbone team needs an adaptation process. The main barriers to production and operation are not enough, and the pre-emptive and forward-looking work is not strong.
2. The mistakes of the low-level work of the wrong customer are repeated, and the safety awareness of some employees is barely exposed, the work obligation is not strong, and the work process is not rigorous, resulting in the failure to basically eliminate the low-level work errors throughout the year.
1. Safety is the basic and soul of the survival of the civil aviation industry. In order to solve this important problem, the team actively responded to the department and the department to continue the “Hundred Days of the Winter and Winter” competition and the safety hazard investigation and rectification campaign. And the department's regulations on the management of the documents in the isolation area. In addition, we must pay close attention to safety teaching and training. The organization team members carefully studied the company's XX year aviation safety work plan, understood the safety responsibilities of ground services, and deepened the safety awareness into the bones.
2. In order to ensure the fulfillment of the Spring Festival work obligations, all members of the organization team learned the “Safeguard and Service Guarantee Plan for the Spring Festival” of the Ground Service Department in XX, ensuring that each employee can recognize the characteristics and difficulties of the Spring Festival safety work.
3. In response to the catastrophic rain and snow weather in North China and East China, and the large-scale flight delays that may be encountered during the Spring Festival, special cases of my team's case and service skills exchange and case studies for abnormal flights are organized. Intended and targeted practical exercises to ensure that there are no major issues affecting safety and quality of service.
4. Continue to actively support and strictly implement the quarterly safety assessment system of the department and the monthly “Safety Day” system. At the same time, strengthen the supervision, and the duty officer will review the service and safety work of the members of the team from time to time and from time to time. Once the safety hazards are invented, timely combing and analysis, targeted methods are proposed, the obligation awareness of all employees to prevent work errors is strengthened, professional literacy is improved, and the skills and methods for preventing employees from working errors are achieved, with good results.
Second, the service guarantee work: put forward the concept of humanized service, strengthen the overall service awareness of all staff, and successfully complete the ground service support work.
1. Due to the winter season and the Spring Festival period, large-scale flight delays occur. In order to provide timely and caring services to passengers who delay the itinerary due to flight delays in the first time, the team has developed a phase-intervention case. The obligation is refined to everyone.
2. Due to the relative shortage of staff, new ingredients, and a large proportion of new employees, one third of the employees did not participate in the “Spring Festival” guarantee. In response to the above situation, the new employees were actively joined the second phase of the service room “New Leaf Cup”. The post training exercise, at the same time correspondingly increase the amount of flight obligations of new employees, to combat the practice, to lay a solid foundation for the Spring Festival travel guarantee.
3. In response to the speciality of Lhasa flights, the department's special protection program will be strictly implemented, the new terminal building and the feeder terminal service personnel will be deployed in a fair manner, and the boarding gates will be equipped with key staff, and at least three guides will be deployed to participate in the leadership service. After the earthquake, the number of unaccompanied passengers increased, and employees who did not have flight missions were on standby at peak times to ensure that the transportation site had sufficient support to ensure the normal travel of unaccompanied passengers.
4. For the main flight guarantee obligations, if the flight contains the representative of the Sichuan Provincial League, especially the transportation of the wounded in the disaster area for one week after the earthquake, as well as the large number of relief teams and the protection of the orphans in the disaster area, the staff of the team will be organized. A special plane support team was set up, and a well-rounded humanized service guarantee plan was formulated in this way, which was highly appreciated by all sectors of society and the company.
5. To effectively evaluate the work situation of employees during their employment, and cooperate with the upcoming employee star rating scale and performance salary evaluation system, and perfectly serve the department's information reporting system, actively supporting and participating in the department's formulation from March. The “employee day-to-day work order” system, the staff performed well, and the duty officer commented on fairness, openness and fairness.
6. Successfully fulfilled the service guarantee work of the company's codeshare flights, virtual flights, and transit passenger flights with KLM.
7. Regarding abnormal flights, timely control of information dynamics, correct formulation of service plans, and always maintain the awareness of “no delays in flight delays”, minimize passenger dissatisfaction with flight delays, and improve the team's overall ability to handle abnormal flights.
Third, business training: strengthen basic business training, and continuously promote the overall business level of employees.
1. Vigorously promote the pre-class meeting system of the department. In addition to the routine matters, the “my team, I am the master” of the resounding department of the department actively refers to the idea, inspiring the team members to display inventions and imaginations, and will present a brief report of five minutes before the class. Rich, fun, and lively. Knowledge makes people more attractive. Through this method, the members enjoy the power of learning, and they can enhance the awareness of the “protagonist” of the employees themselves, and the enthusiasm for participating in the construction and management of the team is greatly improved.
2. At the beginning of the year, new employees were deployed to participate in the second phase of the “New Leaf Cup” training of the department. At the same time, all the personnel of the team were organized to conduct business re-training on the rainy season flights to improve the business level of the whole staff in various situations.
4. Encourage old employees to participate in the promotion of part-time instructors in the department and participate in the revision of the teaching plan.
Fourth, quality management: Focus on improving service quality, and gradually improve the service quality management system of the team, so that the service quality is gradually rising.
1. To achieve the goal of zero effective passenger complaints and zero major work errors for the whole year.
2. Set up a quality inspection team for the team, strictly in accordance with the “Quality Scale for Ground Passenger Transport Service”, and check the quality of work and the quality of service standards of employees on the job from time to time.
3. Review the work quality and service quality of the company, the center, the part, and the department, as well as the self-inspection within the team, and participate in the team management to quantify the team selection and employee performance.
4. Cooperate with the marketing department and actively issue opinion cards.
V. Self-construction: Pay attention to the overall construction of the team and create a coordinated team atmosphere.
1. Since the service room introduced the “star” management measures of the team leader, the quality of the work of the deputy directors in the team and the implementation of the rules and regulations have been significantly improved. In particular, there are obvious innovations in the service of each period. .
2. The first anniversary of the establishment of the “Image Foundation”. Under the accurate leadership of the department, the Foundation has been working well for a year. This invisible hand has led each team member to effectively realize self-monitoring and self-management. The function of the Foundation is evident.
3. Enhance the ideological style construction of the team, and regularly analyze the dynamics of the employees' thoughts to reach the same mind and consistent pace.
5. In order to adapt to the company's development needs, the reserve service team leader reserves the strength, and at the same time responds to the problem of backbone loss caused by talent output, actively promotes and recruits excellent employees to participate in the departmental team leader “preparation” application, and timely enriches the team leader of my team. Prepare for the "team."
6. Beautify the cultural wall of the team, making it an exchange platform for employees' thoughts, work, and career.
7. Select team members to actively participate in meaningful public welfare campaigns, such as the “Fire Knowledge and Skills Competition” held by the company to strengthen employees' fire prevention awareness and skills.
8. Each team in the service room has launched an internal characteristic service planning meeting, brainstorming, and in line with the principle of innovative service and humanized design, and distinguishing the special services of various themes on various international and domestic traditional festivals, which are highly appreciated by passengers. And ok.
Sixth, planning and publicity work:
1. In addition, an external publicity group was set up to publicize and report on boarding gate services, good deeds and important flight guarantees, and provide excellent manuscripts for the “Chuanhang Monthly” and “Window of the Ground Service”, and broaden the publicity channels to the industry. Most of the large media, such as the Civil Aviation Resource Network, posted messages and published manuscripts, most of which were published.
VII. Important issues: Although I have made some gratifying achievements in this year's work, I am still waking up to realize that the flaws in the work need to be highly valued.
1. Due to the needs of the company's development, the backbone of the team has a serious outflow phenomenon. The new backbone team needs an adaptation process. The main barriers to production and operation are not enough, and the pre-emptive and forward-looking work is not strong.
2. The mistakes of the low-level work of the wrong customer are repeated, and the safety awareness of some employees is barely exposed, the work obligation is not strong, and the work process is not rigorous, resulting in the failure to basically eliminate the low-level work errors throughout the year.
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