Summary of the work of the 2019 toll station

Under the leadership of the company and the management office in 2007, XX continued to implement the company's "customer-oriented quality service" business philosophy and the "continuous improvement of the satisfaction of motorists and passengers" quality policy, the implementation of ISO9001 system standards, to safety As the premise of smooth communication, with the goal management as the guide, the station management as the core, and the work style of pragmatic and realistic attitude and seeking truth from facts closely carry out and implement various tasks around “one guarantee and three maintenance”. The overall characteristics are as follows: The traffic volume has grown rapidly. From the daily average of 16,973 vehicles in January of the beginning of the year to 21,503 vehicles per day, the northbound exit has entered an overload state. After the relocation of the square in April, the number of equipment in the new square increased, and the performance of the equipment increased. However, the traffic congestion of the new square was slightly insufficient. The opening of the truck channel and the toll collection service of Yuetong provided guarantee for the rapid passage of vehicles. Safety management, audit management, emergency response management and civilized service management have become the focus of the year. However, due to lack of ideological understanding, management work has not been completed, and the results of the second and third quarters are not satisfactory. Field management, enhancing the standardization of charge management work, and improving the civilized service level of employees have become the focus of future work of XX Station. sO100

1. The completion of the 2007 management objectives.

1. From January to October, toll revenue was 164 million yuan, a year-on-year increase of 39 million yuan, an increase of 31.2%.

2. From January to October, the export traffic volume was 6.45 million units, an increase of 380,000 units in 2006, an increase of 27.4%.

3. The free rate from January to October was 0.98%, down 35% from 2006.

4. From January to October, the rate of incurring equipment was 98.37%, an increase of 0.16% compared with 2006.

5. Station management, station expenses, and living area management are all in accordance with the “2007 Annual Management Objectives Assessment Standards” to successfully complete the task and achieve the work objectives.

Second, the five major tasks and measures to be carried out in 2007.

1. Safety management work.

The location of XX station is important and the surrounding environment is complex. In the first half of the year, the renovation and relocation of the plaza, the vacant staff of the square and the pick-up of passengers and passengers in the vicinity of the station have always been serious, anti-theft, anti-grab, anti-destruction, The "four defenses" work situation of anti-accident is also quite severe. In addition, the traffic volume of the XX station is large, and the toll revenue is high. The superior department has been paying close attention to the safety and security work of the XX station, and the security guard does not dare to relax.

1. As the person responsible for safety, the stationmaster personally grasps all aspects of the safety management work process, including carrying out employee safety awareness education, formulating safety and security work measures, formulating measures to rectify the removal of the waste ticket in the north, and rectifying safety risks. Give full play to the safety responsibility of the safety officer and the ability to work safely and safely. Regularly check the square fire-fighting equipment, alarm system, under-bridge space and living quarters, and timely report safety hazards in time for timely reporting.

2. Focus on solving the key issues of safety and security work. The first is to solve the problem of the pedestrians working in the square working area. The second is to add a square night lighting spotlights and tweeters to eliminate the hidden dangers of monitoring the security downstairs; the third is to clearly list the key security period and key points of the station work area.

3. Implement the safety work policy of “compliance with laws and regulations, care for life”, publish a safety production bulletin board, and organize employees to participate in the safety knowledge training of the management office. Actively echoed the call for the national "Safe Production Day" campaign, formulated the "XX Station Safety Production Work Plan", organized employees to conduct fire-fighting drills, and decomposed the safety and security duties of the layers to achieve "safety and security, everyone is responsible" .

2. Inspection management work.

At the beginning of the year, the square was relocated, the equipment was just installed, and the equipment performance was unstable. The supervision and management of equipment technology is subject to certain restrictions. In addition, the traffic volume is greatly increased, and the equipment of the square lane is insufficient. I am going to the northbound export labor charge operation, the technical supervision of labor charges becomes blank, and the new toll collectors increase. The audit management task is extremely heavy and has become the focus of the site management. After unremitting efforts, no serious violations were found in the XX station throughout the year.

1. The stationmaster personally grasps the inspection work, and checks the "three key points" as the main method. Based on the "Operation Inspection Procedures of the Operation Department", the inspection work is implemented, the relevant provisions of the inspection regulations are earnestly implemented, and specific inspection and operation methods are formulated. In order to find and block the occurrence of violations in a timely manner.

2. The day-to-day management of the supervisors with strong principle and rich work experience is in charge of the inspection, and the standard operation of “money, ticket and card” is listed as the key project of auditing, and the management personnel are urged to exert subjective initiative and weak equipment technology. Manpower is added to make up for the defects of the equipment.

3. Establish key audit work files, classify and archive key audit object information, track problems in a timely manner, summarize experiences and lessons, pay attention to the analysis of charge errors, find out the causes of errors in time, and help the toll collectors improve their business standards.

3. Emergency response.

Rapid growth of traffic and 107 national road construction

The sudden occurrence of traffic jams in the north of this year's XX station was serious. The station leader was in a state of chaos, and the "Procedures for Handling Emergency Cases of XX Toll Stations" was formulated. Handle every incident properly.

1. Strengthen skills training, improve employees' business abilities and rapid response ability, and deal with emergencies in a timely manner, save people first, and suppress the principle of minimum expansion and damage.

2. Improve the accountability mechanism for post-event reporting; for the unexpected incidents in the square, the station implements the principle of who is on duty, who reports, does not delay, and sets up column documents to summarize lessons.

3. Decisively set up a mobility class. In view of the frequent traffic jams in the Beifang Square and the sudden occurrence of many incidents, the new stationmaster took over the XX station and conducted an in-depth investigation. Selecting employees with high ideological awareness, excellent fee-based business skills, good civilized service standards, strong security awareness, and strong resilience as mobile personnel. At any time, it is ready to carry out manual charging, divert traffic, assist the toll collectors to exchange zero notes, and handle all the unexpected events in the square, which not only improves the work efficiency, but also ensures the effective operation of the toll operation; since the establishment of the mobile class, it has been out from March to September. In the case of frequent traffic jams to the main line, many emergencies are disappeared invisible at the beginning of the event, truly satisfying the driver and reassuring the leader.

4. Charge business management work.

1. Strengthen the housekeeping of money, tickets, cards, and accounts, and play the dual role of housekeeping and supervision. The essential work is to improve the quality of work by improving the job responsibilities of ticket managers and supervisors. Standardize management of computer invoices, quota road tickets and entrance cards, set up special counters, and be responsible for special personnel. The specification format and clear responsibility for the completion and review of the report are strictly in accordance with the ISO quality management system specification format. Strengthen the review of each report, achieve responsibility to people, and reduce reporting errors. The management of the reconciliation book is required to be “daily, clear, and neat, and the accounts are consistent”. Clearly stipulate the use of the entrance card, strengthen the review of paper card recycling, effectively prevent the occurrence of paper card errors and operational violations. It has greatly helped to improve the inspection management of the station, so that the ticket manager has played a dual role of management and supervision.

2. Use scientific management methods to effectively reduce the occurrence of charging errors. After the relocation of the station square, the traffic volume increased sharply, and there were more new toll collectors. In June, August and September, the charge errors have been squatting up and down 40 times, which is high. In order to improve the business level of the toll collectors, the station asked the employees with more errors and charges to analyze the reasons for the errors and write corrective measures. In combination with the actual situation, each team is required to strengthen the business training for the toll collectors, and strictly implement the "Implementation Measures for the Management of Charges and Errors of the XX Station", emphasizing the "four steps" and "two points of change" and "discoloration" The charge operation of the banknote. According to the in charge of the work business, the four supervisors prepared the business operation manual to train the employees and received good results. In October, the number of charges for my station dropped to 21 times. Since the company re-established the "50,000-plus-turn-free" award, I have already declared 17 people.

3. Strengthen free car management and check out the escaping vehicles. In response to the fact that the number of free cars in our station has gradually increased and the phenomenon of rushing trucks is serious, under the leadership of the inspection team of the operation department and the management office, the station leaders personally contacted the local law enforcement agencies several times, issued a free car leaflet, explaining the free car release of our company. It is stipulated that, especially after the opening of the networked tolls, the free release of local brand vehicles will be strictly controlled. The hedge trucks establish management files for trucks and suspicious vehicles. Vehicles with a large number of check-ups require close attention of all employees and increase the intensity of the strike. In the year of recovery, I arrested 18 trucks and fake military vehicles and recovered 15770 yuan. In September, the Ministry of Operations assisted the operation department in capturing a travel card for a deck vehicle and paying a toll of 7,900 yuan. The employees on duty were reported by the operation department. It has effectively cracked down on the arrogance of counterfeit and punching vehicles.

4. Do a good job of relocation of the square to ensure that the charging work is functioning normally. When the square was relocated, the station leader personally took the command of the town and prepared the relocation in an orderly manner. The whole process was informed about the relocation situation, and a special person was dispatched to assist in the relocation work, emphasizing the safety of the employees, properly handling the resettlement work after the relocation of the square, and ensuring the property of the square. And the safety of personnel to keep the charging work functioning properly.

5. Strengthen the management of Yuetong card vehicles. Since the opening of the Yuetong Card, I have ETC lanes in the south and north entrances and exits. The average daily traffic volume of Yuetong Card has reached 1/10 of the whole company. The station leaders have always attached great importance to the management of Yuetong Card, strengthen the business training and study of the payment card for Yuetong Card, do a good job in the statistics and analysis of Yuetong Card vehicles, and properly handle all kinds of disputes and abnormalities of Yuetong Card. The charging work for the Yuetong card vehicles went smoothly.

6. Regional networking work. On September 28th, the Internet connection fee was officially opened. Although the daily average traffic of the Southbound export of our station decreased by 1699 vehicles, as the key station of the company's network charging, I paid more attention to the station management work. First, all employees are required to seriously study the company's network charging procedures, implement the spirit of networked charging files, and require all employees to strengthen civilized services while doing network charging. With excellent work style, excellent mental outlook, do a good job of "window" service, show a good corporate image to each company; second, standardize the filling of various types of statements, have introduced a fee error analysis table, free car Image review, submission, sanitation and cleaning system, and the completion of the abnormal situation record form, require strict implementation of the staff of the whole station, and strengthen the standardization and accuracy of the work.

5. Civilized service management work.

Civilized service work is one of the core contents of our ISO quality management system, and it is also the embodiment of the comprehensive quality of employees. In order to improve the staff service skills and service quality, according to the requirements of the Civil Service Assessment of the Management Office, the combination of the station at the beginning of the year was dusty and environmentally ill.

Inferior actual situation, all employees are required to wear masks, strengthen body language services, and start a new service image of “welcoming guests and delivering customers”. After the relocation of the square, the courtesy and smile service was strengthened on the subsequent service requirements. Ideologically strengthen employees' understanding of services, correct service attitudes, and promote each employee to establish a "customer-centered" civilized service concept, better provide quality services to the staff, and push civilized service to a new level. .

1. The webmaster values ​​civilized services. According to the requirements of the “Civil Service Management Regulations” of the Management Office, the stationmaster conducts random inspections every day and finds unqualified spot deductions on the spot. Among them, each class lists two employees with poor civil service service every month. The webmaster personally talks and guides himself, helps correct the ideological attitude, and establishes a sense of civilized service.

2. Each class is monitored by the supervisor for the follow-up inspection of the employees with poor service in the class, and the evaluation is carried out. If the unqualified ones are found to be deducted, the shortcomings are pointed out immediately, and the corrections are required, and the managers of each team are required to be promptly corrected. Give full play to the continual improvement of civilized services.

Third, other work is carried out effectively.

1. “People-oriented” to strengthen the construction of the workforce. In the management process of management personnel, the management skills of “three more and three less” that embody the “people-oriented” humanization concept are advocated, and the leaders of the station take the lead in implementing them to improve the affinity of management. Establish various incentive mechanisms, carry out what you want the stationmaster to do for you, what activities you want to do for the station, effectively inspire the creativity of the employees, and mobilize the enthusiasm of the employees. First, do a good job in team management, mobilize the enthusiasm and initiative of management personnel, make management work more coordinated, more effective work in class work, and continuously strengthen employee professional ethics education, greatly promoting the team spirit building in the station; Second, the station leaders also care about the employees' ideological education, but also care about the employees' daily life, establish employee information files, understand the family situation of the employees, make the employees feel the temperature of the family, and love to stand at home and love their jobs.

2. In terms of the use and selection of talents. "People do their best, make the best use of their own", and arrange the corresponding jobs according to the characteristics of each person. Combine ideology, discipline, and business in the selection and development of backup managers. And put the principle in the first place, the combination of flexibility and organicity as the selection conditions, and the selection of competitive posts. Through the five parts of written examination, interview, democratic evaluation, organization inspection, and on-the-job speech, the best personnel are selected to participate in the management office assessment. Through competition, we have created a free competition for employees and strive for opportunities upstream.

3. Take necessary and effective measures for the management of family planning, the Communist Youth League and logistics management. Firstly, the transfer of the management of family planning is carried out, and the management responsibility is decomposed into the team. The team is required to supervise the employee's family planning dynamics, especially to supervise the unmarried employees' family planning status; and resolutely complete the family planning tasks assigned by the superiors. Secondly, the members of the Youth League Committee were recruited to the management meeting, from the perspective of business management to carry out the construction of the Communist Youth League, play the role of the Communist Youth League, and enrich the construction content of the Communist Youth League. Third, the dormitory management is decomposed into the team, and the team members Part of the dormitory management responsibility, assist in the dormitory management and security management. Through the unremitting efforts of the whole station staff throughout the year, I stopped the occurrence of family planning safety violations.

Fourth, there are deficiencies in the work.

1. In the face of the huge changes in the new station environment and external situation in 2007, the individual management personnel's understanding of the mind is not enough. The daily work inspection and various preventive measures for various problems are not enough. The difficulty and weakness of management are not sufficiently vigilant and sensitive.

3, the surrounding environment of the square is complex, 50 meters away from the square next to the opening of the electronic communication plaza, there are more outsiders, while the security of individual security personnel and work responsibility is not strong enough, resulting in hidden dangers in the station security management.

4. The red light outside the square is too long. The vehicles are often plugged into the driveway. The vehicles after the payment are not accessible, resulting in more serious traffic jams inside and outside the square.

Improvement measures taken:

1. Unify thinking. It is preferred to solve the problem of ideological understanding, station management to unify thinking and understanding, correctly view and understand the existing weak links, unite and cooperate, overcome shortcomings, and establish a management image of “taking the lead in setting an example and leading by example”.

2. The station leader will increase the implementation and inspection of work measures, and clearly define the division of management duties. The supervisor shall be responsible for the coordinated management of the station operations, the rapid handling of emergencies, the management of the team affairs and the management of the business. The supervisor is the first duty to adhere to the principle and standard operation. It is required to comprehensively supervise the standardization and discipline of the charging operation during the duty period, focusing on the coordination management of the supervisor and the supervision and regulation function of the supervisor. Strengthen the construction of the management team, give full play to the enthusiasm of the work, and improve the management efficiency and effectiveness of the management.

3. Establish and improve a smooth communication system. Reports of various emergencies and violations at the station are reported directly to the stationmaster. The management meeting required all management personnel to actively speak, report on work problems, employee thoughts and team work management, and assist each other to improve together.

4. Add signboards around the square to prohibit vehicles from parking and drop off passengers, identify the foreigners, clear the crowds out of the square, strengthen the supervision and management of the on-duty management personnel, mobilize the enthusiasm of the security guards, discover the safety of the squares in time, and eliminate potential safety hazards. .

Fifth, the concept of work next year.

Looking at the external situation and the internal environment, it is really a matter of "a long way to go", we will be in the company and management office

Under the guidance, we will continue to work in a pragmatic and pragmatic manner and work in a pragmatic manner. We will carry out various tasks closely around “one guarantee and three maintenance”, enhance our confidence, activate our fighting spirit, and carry out our work in 2007.

1. Under the new situation of regional networking, continue to vigorously grasp the five key tasks of station management.

2. To strengthen the management's own construction, it is necessary to achieve the role of “first-class model” and establish a sound supervision and management mechanism to prevent the occurrence of hidden dangers.

3. Strengthen employee thinking, educate students, improve employee enthusiasm and initiative, introduce political and ideological education activities of employees with diverse forms and active content, strengthen humanistic care, and be the intimate and caring people of employees. Guide employees to establish a correct outlook on life, values ​​and professional ethics, further strengthen the team spirit of XX station and build a good image of XX.

4. Give full play to the young people of the Youth League to compete for the Youth Civilization of Dongguan City, and use this to comprehensively enhance the corporate image of XX Station.

5. Continue to give full play to the enthusiasm of the mobile personnel, ensure smooth flow, preserve all, and protect one party.

6. Intensify the construction of spiritual civilization and enhance the cohesiveness of the station with various forms of cultural and recreational activities.