Quality Service Month Summary

Quality Service Month Summary

Spring returns to the earth and the spring breeze warms up. With the spring breeze of “Quality Service Month”, all units of the group have carried out one practical service activity, and have done one after another work and study with teachers and students. Specific things that are closely related to life. Our aim is to promote the enthusiasm and enthusiasm of all employees through this activity, enhance their sense of responsibility, responsibility and service, and promote the work of all units, so as to promote the overall work of the group. Level. Judging from the reflection of the activities of the teachers and students, the “Quality Service Month” activity has achieved gratifying results, achieving the new starting point for the quality service month activities and the overall goal of improving the quality of logistics services.

First, the leadership attaches importance to strict organization

At the beginning of the high-quality service month, the group specially mobilized a mobilization meeting, calling on all units to carry out propaganda and full launch with great fanfare, and determined that “serving the teachers and students is our responsibility, and the satisfaction of teachers and students is our goal” For the slogan of the event, and made specific arrangements for the activities, all units must be combined with the actual situation, through the activities to develop and improve various rules and regulations, job responsibilities, establish standardized work procedures, and strive to improve the quality of logistics services. Service levels have increased to a new level.

Second, active and diverse activities

All units actively carried out a series of activities in accordance with the requirements of the group in accordance with the requirements of the group.

Do a lot of work:

Administration department

The Ministry of Administration has done a lot of work in the "Quality Service Month", which is briefly as follows:

In order to increase publicity, the office made banners and hangs on the main roads of the campus, so that everyone knows that the Logistics Group's “Quality Service Month” has been fully implemented. Set up a 24-hour service supervision complaint telephone number 7208259, listen to opinions and suggestions from various parties, and notify the relevant departments in time for the problems reflected by the public and be responsible for solving them. Work with the Propaganda Department to do a good job in propaganda and reporting. The apartment will hold a dormitory supporter training meeting, the food center will hold a student symposium, the maintenance center will carry out maintenance in the library and the new teaching building, the heat center will do fitness equipment for everyone, and the staff hospital will be an old cadre. The major activities of the centers such as medical examinations, office personnel and propaganda department personnel went to the scene to record and take photos. The office briefly summarized the work carried out by the centers in the service month and submitted them to the Propaganda Department. At present, the website has made publicity reports on the campus. In the recent "Logistics Newsletter", the work of the centers was also reported.

After the transformation of our hospital switch, all office and residential telephones became direct dialing mode. The two comrades in the main machine room worked overtime to adjust the number and set the number for the faculty and staff. During that time, they often worked until 10 o'clock in the evening. In order to meet the needs of the faculty and staff, the new comrades in the office are stepping up to replace the cable. Since the original four-digit telephone number has become a seven-digit number, it has brought a lot of convenience to both inside and outside. This has invisibly increased the workload of the crew. They always take the trouble to pass the new number to the on-campus and off-campus users. The office cooperates with the switchboard room to print the office and residential telephone numbers in a timely manner and distribute them to various departments and households.

In the middle of the high-quality service month, the service attitude was greatly improved. They received emails, parcels, newspapers and magazines for the teachers and students with full enthusiasm and sincere service, which was recognized by everyone.

Finance department

1. Mainly carried out a smile service, and charged the elderly, the disabled and the sick;

2. The households with problems with water meters and lines have been reviewed several times and promptly fed back to the maintenance center;

3, for the elderly faculty and staff with reading glasses and so on.

Purchasing Department

1. Go to the repair center and the student apartment to investigate the use of the materials and solve the specific problems;

2. Cooperate with the specific activities of each unit to actively supply materials:

Supply cables for the switchboard transformation;

Install the stage lamp supply material in front of the main building;

Supply materials for fitness equipment for the thermal center;

Supply switches, bulbs, tubes, ballasts, lamp holders, etc. to the repair center;

In order to welcome the school, the main building, the teaching building, and the library's outline lighting plan.

Food service center

1. Hang two promotional banners in the cafeteria;

2. Hold a food work symposium attended by student representatives;

3. Implement a mobile sale car for sale;

4. Visit the Institute of Construction and Hengshui to visit and study;

5. Thoroughly scrub the canteen doors and windows with the students.

Accommodation center

1. Uniform dressing and listing;

2, board newspaper publicity;

3. Hiring 33 student assistants;

4, learn to brush the wall on the sixth floor, beautify the environment;

5. Wash 695 curtains for the students, 2773 for the lamps, and 1738 for the fans.

Staff hospital

1. Free medical examination for old cadres and establish a health record;

2. Employing the director of the Mental Health Center of the First Hospital of Medical University to do the "Psychological Hygiene Lecture for College Students";

3. Structural adjustments were made to the hospital outpatient clinic, a joint clinic was established, and a doctor profile was presented. Patients were free to choose a doctor for treatment;

4, set up a suggestion box and health consultation phone 7207120;

5, for the physical examination of faculty and staff;

6. Organize on-site consultation meeting on prevention of atypical pneumonia

Thermal center

1. The general survey of heating pipes has been carried out, and the census rate has reached more than 80%; the household satisfaction rate has reached 100%;

2, self-designed and processed four sets of fitness equipment, ready to be installed in the garden of the North Campus;

3. Install three digital temperature indication tables on the student's water supply pipe to ensure that the boiling water supply temperature is not lower than 85 °C;

4. Conducted a comprehensive overhaul of the screen suspension equipment of the hospital's projection team, replaced the wire rope for the curtain, updated the two manual winches, and produced a double-sided speaker;

5. Contacting the city heating office and Huadian Heating Company to contact central heating matters;

6. Actively strive to recover the heating costs owed by the grain engineering company at an early date.

repair centre

1. Completely overhaul the doors, windows, tables, chairs, lamps and sockets of all classrooms on weekends, replacing 325 lamps, 200 bulbs, 63 sockets, 2392 repairing tables and 6230 chairs;

2, for the library to replace the corridor lights 112, reading room, library light 128 sets, change the town flow 180, maintenance switch 26;

3. Repair and replace 104 sets of lamps and 28 switches for hospital corridors, offices, wards, etc., and replace the faucets and water supply gates of all washbasins;

4. All the street lamps in the hospital were overhauled, and a total of 17 light bulbs and 6 sodium lamps were replaced;

5. Renovated all the corridor lights and basement lights of the family's homes, replaced more than 100 sound and light control switches, and solved some problems that some basements have not seen for many years, which brought great convenience to everyone;

6. Using the weekends to install the self-designed stage lights on both sides of the main building, and the lights were debugged at night, which was highly praised by the relevant leaders;

7. Derusting and painting the large pipeline and pump body of the pump house, replacing the sewer pipe behind the 11# building, replacing and repairing the water pipes in the scrubbing room of the student apartment, and renovating the water in the comprehensive building;

8. Thoroughly clean the septic tanks in the hospital.

Health Greening Center

1. Adjust the greening layout and transplant 34 trees;

2. Planting 8 varieties of cherry blossoms, rose, magnolia, etc. in the multi-family area of ​​the family area, totaling 145;

3. Clear all rainwater wells and thoroughly clean up the corners of the hospital;

4, production, hanging tree signs, placing lawn billboards, and placing the bird nest.

5. Planting grass on the east side of the main building, greening and beautifying the environment.

reception center

1. Uniform dress, listing, smiling service, standing service;

2. Replaced some old pillows, old bedding, and old blankets;

3. To replace 21 air conditioners for the celebration, we will also replace some color TVs;

4. Established a customer opinion book;

5, in order to prevent "SARS", now every day to disinfect, ventilation and so on.

Car team

Third, the service quality has improved significantly

Through the activities of the Quality Service Month, the mental outlook of all employees of the Group has been greatly improved, the initiative and enthusiasm of the work have been greatly improved, the service attitude has been significantly improved, the service quality has been significantly improved, and our work has been widely faculty. The work received a total of more than 20 letters of thanks from the unit or individual. This event is a new beginning for the logistics work. We must continue to work hard to persevere this activity for a long time and to be full of enthusiasm. Contribution to the anniversary celebration.

Quality Service Month Summary

Spring returns to the earth and the spring breeze warms up. With the spring breeze of “Quality Service Month”, all units of the group have carried out one practical service activity, and have done one after another work and study with teachers and students. Specific things that are closely related to life. Our aim is to promote the enthusiasm and enthusiasm of all employees through this activity, enhance their sense of responsibility, responsibility and service, and promote the work of all units, so as to promote the overall work of the group. Level. Judging from the reflection of the activities of the teachers and students, the “Quality Service Month” activity has achieved gratifying results, achieving the new starting point for the quality service month activities and the overall goal of improving the quality of logistics services. First, the leadership attaches importance to the organization of strict quality service. At the beginning of the month, the group specially convened a mobilization meeting, calling on all units to carry out propaganda and full launch with great fanfare, and determined that "serving the teachers and students is our responsibility, the majority of teachers and students. Satisfaction is our goal" as the slogan of this activity, and made specific arrangements for the activities, requiring all units to combine the actual situation, through the activities to formulate and improve various rules and regulations, job responsibilities, establish standardized work procedures, and strive Raise the quality of service and service of logistics to a new level. Second, proactive activities Diversified units in accordance with the requirements of the group combined with the actual situation of the unit, proactively carried out a series of activities to do a lot of work: the administrative department of the Ministry of Administration has done a lot of work in the "quality service month", as follows: In order to increase publicity, the office made banners and hangs on the main roads of the campus, so that everyone knows that the Logistics Group's “Quality Service Month” has been fully implemented. Set up a 24-hour service supervision complaint telephone number 7208259, listen to opinions and suggestions from various parties, and notify the relevant departments in time for the problems reflected by the public and be responsible for solving them. Work with the Propaganda Department to do a good job in propaganda and reporting. The apartment will hold a dormitory supporter training meeting, the food center will hold a student symposium, the maintenance center will carry out maintenance in the library and the new teaching building, the heat center will do fitness equipment for everyone, and the staff hospital will be an old cadre. The major activities of the centers such as medical examinations, office personnel and propaganda department personnel went to the scene to record and take photos. The office briefly summarized the work carried out by the centers in the service month and submitted them to the Propaganda Department. At present, the website has made publicity reports on the campus. In the recent "Logistics Newsletter", the work of the centers was also reported. After the transformation of our hospital switch, all office and residential telephones became direct dialing mode. The two comrades in the main machine room worked overtime to adjust the number and set the number for the faculty and staff. During that time, they often worked until 10 o'clock in the evening. In order to meet the needs of the faculty and staff, the new comrades in the office are stepping up to replace the cable. Since the original four-digit telephone number has become a seven-digit number, it has brought a lot of convenience to both inside and outside. This has invisibly increased the workload of the crew. They always take the trouble to pass the new number to the on-campus and off-campus users. The office cooperates with the switchboard room to print the office and residential telephone numbers in a timely manner and distribute them to various departments and households. In the middle of the high-quality service month, the service attitude was greatly improved. They received emails, parcels, newspapers and magazines for the teachers and students with full enthusiasm and sincere service, which was recognized by everyone. The Finance Department 1. It mainly carried out the smile service and charged the old, the weak and the sick. 2. The households with problems with the water meter and the line were reviewed several times and promptly fed back to the repair center. Workers are equipped with reading glasses and so on. Purchasing Department 1, to the repair center, student apartment survey to understand the use of the materials, to solve specific problems; 2, in coordination with the specific activities of each unit, actively supply materials: supply cable for the main machine transformation; the main building Pre-installed stage lamp supply materials; supply materials for fitness equipment for the thermal center; supply switches, bulbs, lamps, ballasts, lamp holders, etc. for the maintenance center; for the celebration of the main building, the teaching building, the library's contour light scheme Wait. Food Service Center 1. Two promotional banners are hoisted in the cafeteria; 2. A food workshop held by student representatives; 3. A mobile sales car for sale; 4. A visit to the Jianshe Institute of Technology and the Hengshui Division. 5, thoroughly scrub the canteen doors and windows with the students. Suspension Center 1, unified dressing and listing; 2, board publicity; 3, employ 33 student assistants; 4, learn to brush the wall on the sixth floor, beautify the environment; 5, wash 695 curtains for students, 2773 , scrub 1743 sets of fans. Staff hospitals 1. Free medical examinations for veteran cadres and establishment of health records; 2. Employing the director of the Mental Health Center of the First Hospital of Medical University to do the "Psychological Hygiene Lecture for College Students"; 3. Performing structural adjustments to the hospital outpatient clinic, establishing a joint clinic, presenting doctors Brief introduction, patients can choose doctors freely; 4, set up suggestion box and health consultation phone 7207120; 5, for faculty and staff physical examination; 6, holding a fever prevention center for atypical pneumonia consultation center 1, a survey of heating pipes, census rate More than 80; household survey, user satisfaction rate reached 100; 2, self-designed and processed four sets of fitness equipment, ready to install in the North Garden; 3, install digital temperature indicator on the student's water supply pipe To ensure that the boiling water supply temperature is not lower than 85 °C; 4, a comprehensive overhaul of the screen suspension equipment of the hospital screening team, the replacement of the wire rope for the curtain, the production of two manual winches, and the production of a double-sided speaker; It is in contact with the Municipal Heating Office and Huadian Heating Company to provide centralized heating. 6. It is actively seeking to recover the heating costs owed by the Grain Engineering Company at an early date. . The maintenance center 1. Completely overhauled the doors, windows, tables, chairs, lamps and sockets of all classrooms on weekends, replacing 325 lamps, 200 bulbs, 63 sockets, 2392 repairing desks and 6230 chairs; For the library, there were 112 corridor lights, 128 reading rooms and library lights, 180 gas exchanges, and maintenance switches 26; 3. Repair and replace 104 sets of lamps and 28 switches for hospital corridors, offices, wards, etc. Replaced all the faucets and water supply gates of the washbasin; 4. Repaired all the street lamps in the whole courtyard, and replaced 17 light bulbs and 6 sodium lamps; 5. Renovated all the corridor lights and basement lights of the family's courtyard. More than 100 sound and light control switches have been replaced, and some basement problems have been solved for many years, which has brought great convenience to everyone. 6. On the two sides of the main building, the stage lights are installed on the front side of the main building, and the lights are turned on at night. The commissioning was carried out and was highly praised by the relevant leaders. 7. Derusting and painting the large pump and pump body of the pump house, replacing the sewer pipe behind the 11# building, replacing the water pipes in the scrubbing room of the student apartment, and going up and down the comprehensive building. All renovations; 8, thoroughly clean up the hospital septic tanks. Sanitary Greening Center 1. Adjusting the greening layout and transplanting 34 trees; 2. Planting cherry blossoms, rose, magnolia and other 8 varieties in the family area, totaling 145; 3, clearing all rainwater wells, all the hospitals The sanitary corner has been thoroughly cleaned; 4. The tree signboard is produced and hoisted, the lawn billboard is placed, and the bird bird nest is placed. 5. Planting grass on the east side of the main building, greening and beautifying the environment. Reception center 1, unified dress, listing, smiling service, standing service; 2, replacing some old pillows, old bedding, old blankets; 3, replacing 21 air conditioners for the celebration, will also replace some color TV; 4, establish Customer opinion; 5, in order to prevent "SARS", now every day to disinfect, ventilation and so on. Automobile team III. Service quality has been improved significantly Through the activities of the Quality Service Month, the mental outlook of all employees of the Group has been greatly improved, the initiative and enthusiasm of the work have been greatly improved, the service attitude has been significantly improved, and the service quality has been significantly improved. Our work has been recognized by the majority of faculty and staff. We received more than 20 letters of thanks from the unit or individual. This event is a new beginning for logistics. We must continue to work hard to persevere this activity for a long time. Contribute to the 50th anniversary celebration with a passionate work attitude.

Quality Service Month Summary

According to the requirements of the Municipal People's Bank to carry out the "integrity finance" creation activities in the financial system of the city, in order to promote the comprehensive and in-depth development of the creation activities, promote the continuous improvement of the civilized quality service level of the Bank, and strive to achieve "more than half of the time, more than half of the tasks, and strive for more than half" In the course of our work, in June, we started to improve the financial services and launched the “Financial Quality Service Month” in the entire jurisdiction. The following is a summary of the activities:

First, strengthen leadership, extensive mobilization

In order to strengthen the leadership of the “Financial Quality Service Month” activity, the municipal bank established the “Financial Quality Service Month” leading group led by the XXX President. The members are the union, the president's office, the personnel supervision department, the accounting department, and the risk. The management department, retail business department, and information technology department are composed of relevant personnel and have offices. It is required that various departments also set up corresponding leading bodies to guide the development of organizational activities. The Office of the Leading Group, in conjunction with the actual situation of the Bank, carefully studied and formulated the specific implementation plan for the “Financial Quality Service Month” activity.

In order to carry out this activity in a down-to-earth manner, on the evening of June 4th, the municipal bank held a mobilization meeting for the “Financial Quality Service Month” event, and the party committee secretary and president XXX comrade made an important mobilization speech and carried out the activities. Full deployment and arrangement. The meeting clarified the significance of carrying out the “Integrity Finance” creation activities and the “Financial Quality Service Month” activities. It pointed out the outstanding problems in the work of civilized quality service of the Bank, and put forward specific measures and specific requirements for carrying out the "Financial Service Quality Month" activities.

Second, the importance of thinking, raising awareness

The Bank organized the staff to seriously study the relevant spirit and requirements of the People's Bank to carry out the creation activities, and demanded that the civilized quality service work be regarded as the “top-ranking” project and the “life” project, and fully realize the long-term work of civilized quality service. Sexuality, importance, and practically enhance the initiative and urgency to catch up with the industry's first-class goal, and constantly improve the industry's reputation and service level as a long-term task, and always do the service work and business work together. Arrangement, inspection, same requirements, the same assessment, and earnestly implement. Leading cadres set an example by taking the lead in checking services, finding problems, investigating causes, determining measures, promoting rectification, and motivating employees with their good style and excellent quality, so that employees can enhance their sense of conscious service and urgency, and truly serve as a service tree. With the purpose of creating benefits through services and promoting development through services, we have successfully achieved the goal of “more than half of the time, more than half of the tasks, and strive for more than half”.

Third, the measures are effective, and we must implement

In order to make the creation activities truly transform into the actual actions of each employee, we strive to provide customers with high-quality and efficient financial services. First, we actively carry out publicity and publicity work, advertise banners at each outlet, and organize employees to go to the streets for a large-scale Propaganda, and make full use of the bulletin board, blackboard newspaper to create momentum. Second, in supervising and inspecting, strictly rewarding and punishing, and paying close attention to implementation, we must implement and implement them again, and form a four-dimensional system in which the leaders of the line personally grasp, the functional departments often grasp, the grassroots departments and departments focus on the work, and the public are supervised. The third is to pay close attention to the "people-oriented" professional ethics education and compliance with laws and regulations, and focus on the "Bank of China employee code of conduct", "Bank of China counter service standards", "Chinese bank counter civilization quality The implementation of the system of provisional punishment and punishment for services is fully implemented. The third is to look at the big picture, start from a small place, and conduct supervision and inspection in an all-round and three-dimensional manner. In late June, the Bank first conducted an unannounced visit to the civilized and quality service under the jurisdiction of a specially appointed social supervisor. Then, the relevant leaders of the municipal bank led the team to organize the trade union, the president's office, the planning and accounting, retail, and risk. The inspection teams of more than ten people in the information technology and other departments have carried out large-scale inspections on the software and hardware environment of the civilized and high-quality services under the jurisdiction of their respective departments, so that they can check and reform, and check and correct And increase the assessment, quickly and effectively improve the Bank's service level.

The sub-branches, the municipal sales department and the development division have made a serious summary of their respective problems. According to the “Counter Service Specification” of the head office, the gaps are found item by item, according to the requirements of the three-year plan of the civilized quality service of the Bank. We will conscientiously grasp the construction of civilized and high-quality service hardware, strengthen the business skills training of the front-line counter staff and the knowledge learning of the "Counter Service Specification", strengthen the system construction, and strictly assess. All units will link the civilized quality service with the assessment, and the responsibility for the problems in this inspection will be implemented to the people, and the rewards and punishments will be strictly honored.

Fourth, do a good job of integration, overall promotion

In the event, we first integrated the creation activities with the creation of “Youth Civilization”, “Windows Demonstration Unit”, “Top Ten Network” and “Top Ten Service Models”, etc. Change work style and improve work efficiency. Secondly, it is closely integrated with the “100-day Quality Service Competition” activity being carried out by the Bank. In accordance with the requirements of the “Bank of China Counter-Civilized Quality Service Manual”, we will earnestly grasp the business environment of the business outlets under its jurisdiction, including the municipal government. Standardization and standardization of service facilities, staff grooming, civilized terms, business skills, service quality and other aspects. Third, it is combined with strengthening the construction of the workforce, cultivating the professionalism and dedication of all cadres and workers, firmly establishing the awareness of professional discipline, professional ethics and professional responsibility, and firmly establishing "love and dedication, diligence and honesty, reputation first, service as The concept of "this."

5. Fair competition and safeguard the social image of BOC

Fair competition is the basic professional ethics that the banking industry abides by. In the competition with the industry, adhere to the principle of "customer voluntariness", do not undermine competitors, do not take unfair competition means, conduct business in accordance with relevant national laws and regulations, continuously improve service attitudes, optimize service means, and innovate business types. Improve the quality of work.

Sixth, the next work measures

Vigorously carry out post training activities. We must conscientiously organize and vigorously carry out post training, business technology standards and various skill competitions, encourage employees to learn business, practice skills, establish a sense of urgency, improve competitiveness, and strive to create better results on the basis of maintaining the level of our advantageous projects. We must do a good job in job training, promote job rotation, develop high-quality business talents, and strive to provide quality services to the society and customers.

Further improve the evaluation of "star tellers". The launch of "star teller" and the realization of star-rated service are an important measure and image propaganda of the Bank to play a comparatively competitive advantage and improve service quality. It is necessary to play the role of the role of the star teller, to drive the first-line counter staff to learn business, practice skills, and strive to be a star teller. It is necessary to pay attention to the training of star-studded tellers, and at the same time, it is necessary to resolutely cancel the qualification of its star-studded crew for those who do not meet the standard.

Further implement standardized services. Standardized and standardized services are important aspects for the Bank to establish a good overall image and play an integral role in its overall competitiveness. It is necessary to give full play to the civilized and high-quality service inspection and supervision functions, actively coordinate and cooperate with relevant departments, do a good job in standardization and standardization, and focus on Ten unified "promotion work.

Continue to increase service inspection and assessment efforts. The Bank has decided to use the service inspection work as a system, and implement a combination of clear and unannounced visits. We will continue to do a good job in the long run, without leaving a dead end and not going through the game. It is necessary to adhere to the monthly inspection system, the notification system, the service work evaluation system, the reward and punishment system, the assessment system, etc., and to regulate the behavior of employees, there are rules to follow, and there are systems to follow. We must conscientiously study the good experiences of our peers and the good practices of our brothers, and promote the continuous improvement of the quality and efficiency of our services. It is necessary to revise the comprehensive assessment method, take the civilized quality service work as an important indicator, increase its assessment weight, and put the civilized quality service work in an important position. At the end of the activity, in addition to the recognition of the top 5 positions, the deducted 10 points, 9 points, 8 points, 7 points, and 6 points in the performance appraisal scores of the last 5 lines. . We must select two "advanced service advanced collectives" within the jurisdiction, and award the honorary title of "Quality Service Star" to individuals who have outstanding achievements in the activities.

Implement an effective social supervision system. It is necessary to face the society and open up supervision channels. Strengthening the social supervision force by carrying out the “100-day high-quality service competition”, the “100-day quality service competition”, the “Youth Civilization” and the “Women’s Civilization Model” Forming a core cultural competitiveness and a corporate culture atmosphere that is better than learning to help, and establishing a good service image of the Bank of China in an honest and trustworthy manner, creating a brand-name effect. To achieve "six identical", that is: work is busy and patience, money and money are less welcome, zero currency is the same as the whole currency, the rotten coins are the same as the dirty coins, the same as the acquaintances, the deposit is as enthusiastic as the withdrawal.

Correctly handle the relationship between civilized quality service and legal compliance management. It is necessary to adhere to the management of good faith, carry forward the spirit of the financial "three irons", carry out collection and payment and other intermediate business in strict accordance with the provisions, and strictly prohibit the behavior of fraudulent customers. It is necessary to strengthen deposit management and prevent unfair competition. It is necessary to standardize credit behavior, strictly implement the national credit policy, and issue loans in strict accordance with the General Rules of Loans. It is necessary to standardize the settlement order, and strictly settle the discipline to ensure that the settlement channels are smooth and efficient. It is necessary to improve the cash service, solve the problem of the zero-currency exchange service that the current public reflects strongly, and do a good job in the management of damaged bills and the anti-counterfeiting of the RMB.