Summary of Year-end Work of Group Logistics Management in 2019

In 2019, under the leadership of the Group, the Logistics Department focused on the objectives of “saving costs, improving services, and ensuring operations”, improving management operations internally, improving service quality externally, adhering to the summary and creation of service processes, and continuously improving the logistics department. The management management level has basically completed the task of logistics support according to the requirements of the group.

First, adhere to the business as the center, do a good job in logistics services, and strive to create a good operating environment.

Operation is the lifeline of the company's business development. As a business support department, the Logistics Department further strengthened its business-centered service ideals in 2019, strengthened communication and coordination with the former business departments, and actively obtained service demand information to enhance employees' service awareness. While doing a lot of basic operational guarantees, we will further improve the quality of logistics services and contribute to the improvement of the company's overall operational services.

1. Further strengthen the maintenance and repair of property facilities and improve the operating standards of service facilities.

In 2019, the Logistics Department implemented unified management objectives for the Changshen two stores and achieved unified management in terms of work standards and norms. In terms of infrastructure maintenance, 11 years of census of all facilities and equipment, re-established and improved equipment files, unified equipment maintenance plan, and implementation of follow-up inspection to ensure stable operation of equipment and facilities; for accidents involving property operation Established an accident report summary system, and required the accident report to be completed when the accident occurred. The accident handling process, the cause of the accident, and further corrective and preventive measures were all required to reduce the same The recurrence of problems; the realization of multi-level inspection system, including the inspection of the pre-service staff of the managerial staff, the inspection of the property manager, the leadership of the inspection tour, the joint inspection tour, etc., to ensure that the property problems are discovered and dealt with in a timely manner. Up to the end of 2019, Changshen two stores have discovered nearly 35,000 problems in various aspects of property maintenance through inspections, all of which have been dealt with in a timely manner, maintaining a good standard of property operation. While doing daily operation and maintenance, the Logistics Department has organized 247 renovation projects to be completed in 2019, including 108 Changchun stores and 39 Shenyang stores, meeting the needs of the company's business development.

2. Strengthen environmental order management and create a fresh and comfortable shopping environment.

A good environmental order is the most direct embodiment of customer service. Therefore, the logistics department always regards the construction of environmental order as the focus of daily work. In 2019, the work was strengthened mainly from the following aspects: First, strengthen the peripheral sanitation and cleaning work, and regularly clean the stains on the surrounding square bricks. The important parts were washed with clean water every day. In the season of large sandstorms, sprinkle the key plot areas. The way of water reduces dust, and at the same time increases the density of daily cleaning and cleaning cycle. The scope of cleaning is always on the road, minimizing the impact of surrounding environment on the hygiene of shopping malls; secondly, actively improving the cleaning method and improving the quality of indoor cleaning. The cleaning department actively explores the cleaning and maintenance methods on the ground marble, wall and high-altitude, and increases the maintenance frequency for the key cleaning parts. The cleaning quality is regularly and irregularly checked. The requirements for cleaning tools are kept clean and clean. It ensures the quality of the cleaning is guaranteed to be improved; the third is to pay attention to the temperature regulation of the store and control the suitable temperature. In order to better control the store temperature, the logistics department installs thermometers in various parts of the mall. The temperature is checked twice a day in the morning and afternoon, and the temperature deviation area is adjusted in time to ensure that the temperature of the store is always kept at a constant temperature. The error is not excessive ± 1 °c, to ensure a clean and comfortable shopping environment for customers.

3. Actively strengthen services and improve employees' service awareness.

In 2019, the logistics department put forward the work requirement of “one-stop” service, and provided round-the-clock service to the suppliers who handled the business in the logistics department. At the same time, the job division did not do the job division, and the “first question responsibility system” was realized. All logistics Civilian personnel can handle all business, and customers who come to the logistics department to handle the business do not have to wait, that is, some people can complete the whole process; implement the service complaint telephone publicity and take the initiative to accept the service supervision. In order to improve the quality of service in an all-round way, the Logistics Department has also formulated the “Management Methods for Maintenance Complaints and Calls” to record 24-hour maintenance calls, feedback the results in a timely manner, and implement a tracking system for the logistics service needs of various departments. Effect and service satisfaction, timely summarization and handling of problems in the service; timely access to service information through participation in business meetings, so that the logistics department can understand the service needs in a timely manner, and coordinate and deal with them in a timely manner; in each company-specific activities, the logistics department It is necessary to organize a service coordination meeting to study the details of the service, ensure that the logistics service and work support are in place, and ensure the successful completion of the logistics service.

4. Strengthen on-site management of supplier counters and implement paid maintenance services.

In 2019, the logistics department will incorporate the facility management of the counter into the scope of property service management, and implement a daily inspection system for the counter selling area. For projects that require maintenance and repair, timely notify the counter to rectify, and if it cannot be rectified as required, the logistics department will pay for it. The maintenance method is handled in a timely manner to promote the improvement of the overall operating environment of the store; in the maintenance of the supplier counters, the logistics department adheres to the leading idea of ​​“service-oriented” and implements free maintenance for the counters that can provide materials, and provides materials for us. It does not charge labor costs and is welcomed by suppliers. At the same time as doing the counter store service, the logistics department also strengthened the management of the back area of ​​the counter, and carried out regular inspections and inspections of the counter warehouses to detect and deal with potential safety hazards in time to avoid safety problems.

Second, strengthen the construction of basic work, strengthen the innovative practice of management, and promote the overall management level of logistics properties.

Management is the foundation of services, and scientific and orderly management is a prerequisite for maintaining effective service. In 2019, on the basis of summing up the 11-year management work, the Logistics Department further strengthened the basic work construction, effectively improved the internal management and management level, and promoted the overall improvement of various tasks.

1. Highlight work priorities and implement management responsibility system.

In order to promote the logistics work, it is carried out in a targeted manner. At the beginning of the year, the Logistics Department organized an 11-year work arrangement meeting and proposed to establish the management objectives of each department with “cost, efficiency, and service” as the main line of work. On the basis of earnestly summarizing the problems of 11 years of work, the Logistics Department has a total of 26 tasks, 60 targets or indicators for the work targets issued by various departments. At the same time, it has put forward measures and methods for implementation, implementation plans and target assessment. Method. In this way, the direction of the work of the various departments of the logistics is clarified throughout the year. In terms of the achievement of the work objectives, the Logistics Department implements monthly inspection and follow-up implementation, and incorporates the means and measures for implementing the work objectives into the monthly work plans of each department. At the end of the year, the implementation of the work objectives is reviewed, and the results of the evaluation are included in each Year-end performance of departmental managers. During the implementation of the work objectives, the Logistics Department re-established and improved 15 work systems, which effectively promoted the overall improvement of management level.

2. Improve basic operation and implement visual management.

On the basis of 11 years of popularization of room management, the Logistics Department has further strengthened the operation and management of logistics equipment and facilities in the 11 years, and implemented management visualization, that is, required to implement comprehensive identification management of all instructions, data and parts involved in the operation of logistics properties. In the past 11 years, the Logistics Department has produced more than 600 target signs, covering all rooms and operating equipment, making the information of equipment operation more transparent and effectively reducing the occurrence of operational errors.

3. Establish a work inspection system to enhance the awareness of all employees' work supervision.

The contingency and uncertainty of management work, in general, managers can only supervise the operation of management through inspection, but the logistics department has a large scope of management, and there are many parts that are prone to problems. How can we effectively ensure logistics? The stable operation of each system is the key to the implementation of logistics services. In order to strengthen the inspection and supervision of the work, the work inspection and supervision work is top-down. In 2019, the Logistics Department introduced the “Administrative Measures for Establishing a Logistics Inspection and Supervision System”. The content of the center is to perform inspection functions at different levels, and to turn the random and uncertain inspection supervision into a quantifiable inspection responsibility, and to clearly check the scope and inspection. Content, inspection methods, inspection standards and inspection cycle; at the same time pay attention to whether the inspection and supervision duties are effectively implemented, emphasize on-site inspection, and promote the implementation of work through a strong inspection and supervision system.

4. Strengthen work summary and promote management improvement.

In order to summarize the problems in the work in a timely manner, the Logistics Department implemented a monthly work summary system in 2019. In order to better summarize the work, the logistics department has formulated a monthly work summary table, which clarifies the contents of the summary work, ensures the comprehensiveness of the summary, and facilitates the timely discovery and problem solving; in order to avoid excessive oversight of the various departments. Relying on and improving self-improvement awareness, the logistics department also requires all departments to strengthen work innovation in their daily management work, requiring each department to summarize the management improvement situation every half month, report it to the department leaders for review, and effectively promote the self-department of each department. Management raises awareness and avoids management staying at its original level.

5. Strengthen the work efficiency management and establish employee restraint and incentive mechanism.

The logistics department is the department with the largest number of employees, and the overall quality of the employees is not high. Most of the employees belong to the grassroots service personnel. How to better strengthen management and effectively raise employees' awareness of active work is the main problem facing the logistics department. In response to the actual situation of employees' work, the Logistics Department has set management targets for the work efficiency management of each department in 2019, and requires all departments to conduct regular tracking, statistics and analysis on the effective working hours of all positions, so as to propose the work contents of the posts. After adjusting and improving the effective working hours, after several months of follow-up analysis, all departments have taken measures to improve working hours to different degrees and achieved certain results. If the Ministry of Works implements an effective working hour assessment system, it will not be included in working hours, such as simple duty, work, roads, materials, etc., and determine the general working hours and general standard working hours for general operations. The assessment is linked to employee performance, which promotes employees' attention to work and realizes the transformation of employees from waiting for workers to actively seeking job opportunities.

Third, adhere to the idea of ​​safety first, pay equal attention to safety management and detail services, and provide safe operation and service guarantee for business.

The company's fire safety work has always been the top priority of the logistics department. In 2019, the logistics department put forward the work requirements of “complete foundation, attention to detail, service in place, and guarantee operation”, and further requested to improve the company's safe operation management level from the aspects of maintenance team construction, internal management and external image.

1. Strengthen safety education for all employees and improve their safety awareness.

Employees are the final implementation and implementers of the work, so that all employees can master safety knowledge and improve safety awareness is the guarantee for the company's overall safe operation. To this end, in 2019, the Logistics Department further strengthened the training of employees' safety knowledge, mainly starting from the following main links: First, to get a good job in the job, and coordinate the human resources department to increase the safety knowledge content training when new employees are on the job. To enable new employees to acquire basic safety knowledge before taking up their posts; second, to strengthen the firefighting knowledge check during the work of employees, and with the cooperation of other departments, before the deadline, all the 2019 inspections of employee safety knowledge will be conducted more than 100 times. The number of random checks was nearly XX, which further enhanced employees' knowledge of safety. The third is to strengthen the fire safety drill. In 2019, the Changshen two stores conducted two fire evacuation drills every week. The firefighting knowledge was explained before the drills, and the fire management work was carried out throughout the employee's work process.

2. Strengthen the operation and maintenance of the fire protection system to ensure the stable operation of the system.

The fire control system is the basic guarantee for fire safety technology prevention. In 2011, the Logistics Department further strengthened the maintenance and repair work of the fire protection system, requiring system problems to be repaired overnight, and ensuring the stable operation of the fire protection system. In the specific work, the logistics department strengthens the following three aspects: First, the standardization of maintenance of fire protection facilities and equipment. For all kinds of fire-fighting facilities and equipment, the maintenance standard and maintenance inspection cycle are determined at the beginning of the year. At the same time, the rectification tracking and acceptance inspection of the problem is strengthened to ensure that all facilities and equipment are in good condition. Second, the special asset management of the movable fire-fighting equipment is ensured. The management requirements are used and not lost. The third is to improve the repair process, implement maintenance and supervision, and promote rectification and tracking. 20 times of fire alarm failures occurred in the two stores before the deadline, all of which were resolved within the specified time.

3. Strengthen safety inspections and eliminate hidden dangers in time.

The Logistics Department is required to organize 4 special safety hazard inspections every year. Through the three safety inspections completed, the Changshen Store has found 460 safety hazards, including 311 Changchun stores and 149 Shenyang stores. All the problems are already in the regulations. During the period of rectification, the daily inspections are also very important. The logistics department has classified the safety inspection items in 2019. According to different work priorities, daily inspection, weekly inspection and monthly inspection are carried out. Different inspection categories, such as random inspection, make the work inspection more targeted; for the fire safety work of key parts, special person marking is carried out, and the maximum intensity avoids the occurrence of safety accidents. Through one year's efforts, there were no fire accidents in the two stores in the 11 years of the year, which ensured the safe operation of the mall.

4. Strengthen the comprehensive management of public security and create a favorable service environment for business.

While attaching importance to fire safety management, the Logistics Department has also strengthened the company's internal safety management. In 2019, in the security work, the logistics department started from the following three aspects: First, strengthen coordination with the business department, combat theft of goods and assist in handling customer disputes. By the end of the day, Changshen two stores received 155 police and directly captured The number of criminal suspects in the mall was 20 times, and they were well received by customers and suppliers. All 20 people were guaranteed by the group during the year. The second is to coordinate with the cashier and other departments to crack down on the “reverse card” behavior. Before the deadline, the logistics department adopted direct marking and other means to confirm and take measures to deal with the number of card-reversing personnel 9 times, basically eliminating the card-removing personnel from openly engaging in the card in my mall. activity.

Fourth, attach importance to the continuous training of employees, strive to improve the overall quality of logistics staff, and strengthen the construction of logistics staff.

In response to the actual situation of the grassroots service staff in the staff structure of the logistics department and the overall low cultural quality, in 2019, the logistics department carried out targeted training for employees, starting from improving the competency of employees, and strengthening the service awareness of employees. Consciousness, team awareness, image awareness, and the overall logistics service team that adapts to the company's development.

1. Increase the intensity of post training, especially the handling of various emergency situations.

In 2019, on the basis of the fire evacuation drill twice a week, the Logistics Department expanded the daily staff training to power outages, water cuts, special weather, running water, equipment outages, and handling of major public security incidents. The cycle is performed every month. During the exercise, the coordination and coordination of various positions in various departments was emphasized. At the same time, through adjusting the working standards for each drill, we found problems in time and improved the ability of employees to deal with emergencies. In 11 years, the logistics minister Shen Erdian conducted more than 70 emergency drills, and each drill drilled a drill report. The actual situation of the exercise is analyzed, and the experience and deficiencies are summarized, which also enhances the ability of employees to coordinate and handle the work.

2. Emphasize service standardization and improve the on-site service capabilities of employees.

In the company's business process, logistics staff inevitably face customers directly. Therefore, the logistics department is more concerned about how to better provide customers customers with direct interference and influence on how to reduce the interference and impact on customers during the work process. Service. In 2019, the Logistics Department organized employees to train all mall brands and locations, requiring employees to quickly reach designated locations when needed, and to provide accurate customer service when customers consult. Through training, most of the logistics staff can memorize the brand and industry location, providing convenient conditions for handling work and providing services for customers. In the direct confrontation of customers, the logistics department also emphasizes standardization of services and avoids different personnel. Differences in services have kept the service consistent.

3. Strengthen the courtesy etiquette assessment of employees and enhance their external image.

The logistics department has strengthened the courtesy and etiquette work of the logistics staff from the following aspects: First, standardize employee behavior from the basic aspects of sitting, standing, and traveling, and inspect and urge employees to develop good habits; second, strengthen daily inspection and supervision from the dressing instrument, and emphasize the post. Forgiveness. Workers quickly replace dirty tooling after completing work tasks to ensure clean dressing during new work tasks. Third, strengthen the daily job training of special employees, and ensure that all employees are trained in the training of employees every morning for a long time. Behavioral habits.

4. Refine work standards and implement quantitative assessment of employee positions.

In order to make employees further clear their job responsibilities. The logistics department accurately defines the basis of the job responsibilities of each position, further refines the actual work content of the post, determines the refinement work standards for each link and content of the work, and forms a quantitative assessment form for the post work. A few days ago, the logistics department completed the formulation of the quantitative assessment form for the post work from the manager to the general staff, so that the employee's job evaluation can be based on evidence, and basically achieve the management objectives of “refinement, quantification and clarity”.