——Some practices of strengthening the integrity service in Kaifeng

Creating an Integrity Service Brand and Enhancing the Competitive Vitality of Enterprises——Some Practices of Strengthening Integrity Service in Kaifeng Train Section

Kaifeng Train Section is one of the main transportation stations of Zhengzhou Railway Branch. It has a mileage of 176.3 kilometers and is under the jurisdiction of the 22nd Intermediate Station of Dongpuhai. It is responsible for the Zhengzhou, Kaifeng, Shangqiu and Six counties of Henan Province and the southwestern part of Heze. Passenger and cargo distribution tasks. In the middle of our work, we have strengthened the construction of "integrity railway construction" as the focus of spiritual civilization creation, in accordance with "grasping education, strengthening the sense of honesty; establishing norms, establishing a mechanism of integrity; attacking key points, rectifying outstanding problems; creating brands and strengthening demonstration guidance" The overall requirement is to focus on the three aspects of “enhancing credit concept, standardizing credit behavior, and optimizing credit service”, and strive to explore new mechanisms for industry credit, window credit and personal credit construction, and strive to build a brand of honest service and continuously strengthen the enterprise. The competitiveness of the competition has achieved a "double harvest" of social and economic benefits. In the first half of 2004, the production task was completed one month ahead of schedule. The six major production indicators set a new record. As of September, they won the red flag of the monthly labor competition of the score bureau, and completed the set goal of “guarantee three competitions four” in advance.
First, enhance the concept of credit and create an atmosphere of integrity
1. Grasp the style of education and build a team of integrity. The credit level of leading cadres has an important influence and demonstration role for the people. It is necessary to first solve the credit of leading cadres as the core. The party committee of the paragraph took the opportunity of creating the "six good team" activities, perfected the learning system of the central group and the two-level central group, changed the way of learning "one person reads, listens to everyone", took pre-session self-learning, exchanged in the meeting, and remembered after the meeting. The method of good notes is closely related to the theme of “integrity”, finding the backwardness of ideas and the lack of behavior. The members of the two-level leadership team insisted on writing notes and truly realized the profound truth that "people have no faith, no business, no faith, no society, no trust and no stability."
2. Cultivate credit ethics and build a team of integrity. In the spirit of “focusing on shaping people and participating extensively”, we launched the theme education activity of “Being a good faith employee and creating a good faith brand” in the whole section. The relevant measures and requirements were formulated, the outline of the propaganda was prepared, and the leaders of the station and the station were preached by the autographers. The employees were divided into groups to discuss the wall and make the concept of honesty deeply rooted in the hearts of the people. The cadres and workers are consciously practising "the professional ethics of honesty and trustworthiness, the social commitment of service-oriented, and the norms of civilized service", actively accepting social supervision and proactively maintaining social credibility.
3, pay attention to the selection of tree benchmarks, forming a demonstration drive. In order to mobilize the enthusiasm of the employees, the "four-four-four-view" work competition of "who looks better than the image, who has a greater contribution than the task, who is more disciplined than the style of the work, and who is better than the quality of learning" is carried out. After the performance appraisal, the team selected the “Top Ten” Youth Trust Demonstration Individuals in Kaifeng Motorcycle Section, established a model of honest service, and made advanced deeds publicity. At the same time, publicly exposed the teams and individuals who violated the integrity norms and were punished. Let the employees realize that personal credit is a "credit card" based on society and a "passport" for life.
4. Carry out thematic activities and deepen the education of integrity. In order to further stimulate the enthusiasm of employees, we will deepen the education of integrity by means of “taking the test and training, and training by competition”. Under the premise of learning about honest knowledge and norms, the organization staff will pass the full-time examination to achieve the effect of training. Conduct civilized service labor competitions between stations and stations, strengthen daily cultivation training, and improve the standardization of service levels. At the same time, we launched the thematic knowledge contest and speech contest of "integrity in the railway, dedication in the post" to deepen the integrity education. Through the theme of practical activities, enhance the sense of trustworthiness, sing the integrity of the typical, swear the act of dishonesty, so that the concept of integrity is deeply rooted in the hearts of the people.
Second, standardize credit behavior and strengthen the long-term mechanism In practice, we deeply feel that the rules are not perfect, the management is not strict, and the reward and punishment are not clear, which is an important reason for the weak influence of integrity. To lay a good faith card, we must keep pace with the times, creatively improve the rules, establish a rule monitoring mechanism, use rules to train, rely on the system to manage, manage to work style, management to image, management to benefit.
1. Standardize employee behavior and enhance compliance awareness. In order to deepen the standardization of employee behavior, we regard the behavioral norms to be followed in the "Civil Moral Construction Implementation Outline" and the requirements of passenger and freight staff service standards as an important part of the team study. Further improve and improve the job procedures, rules of conduct, manners, standards of conduct, work discipline and management supervision mechanisms. Clarify what is advocated in railway transportation production posts, what to insist on, what to ban, what to oppose. In response to the problem that the service terms of individual personnel were not standardized, and the rude language caused the intensification of contradictions, the civilized language and service language were revised, and the post language and enterprise spirit were collected. For the "window" staff of passenger and cargo services, it effectively curbed the occurrence of uncivilized behavior.
2. Standardize daily development and improve the evaluation mechanism. In order to strengthen the "window" management, I have set off the passengers and vice-masters of Lancao and Civil Rights, which have a large passenger volume. Combine the characteristics of transportation production posts and relevant rules and regulations for honest service, and strengthen daily management assessment. Make each position personnel to do what they should do every day, who to do, when to do it, how to do it in the mind to form a formula, regulate daily development; every day by the duty stationmaster with the attendant in line with high standards, seeking truth from facts, according to the actual personnel The situation is evaluated, and the assessment is one of the basis for the year-end evaluation. In addition, the work has been established with different rewards and punishments. The contribution and salary are not the same. The quality is not the same. The management is not the same, that is, the “four different” incentive mechanism is oriented, so that the integrity construction is gradually Go on the track of standardized management.
3, serious work discipline, promote the position of righteousness. I grabbed the cadres from the cadres, and the trees were arrogant and arrogant. Only this year, the management cadres and team leaders were punished more than 20 times, which played a good warning role and also promoted the cadre style to maintain a healthy development momentum. In addition, we started small things and seized the road construction. At the beginning of the year, because a staff member and a passenger had a squabble, I quickly launched a "respect for honesty and service" campaign in the whole section, letting everyone speak freely, talking about the ups and downs in the work, guiding the staff to carry out empathy, finding faults from their own, looking for The gap, finding ways to solve problems, establishing a correct service concept, and letting the employees identify that quality service is the core of competition, and thus consciously strive to improve the level of civilized service and effectively control the occurrence of road wind events.
Third, optimize credit services, and implement the promises.
1. Innovate service projects and practice service purposes. Honest and trustworthy, good image of the window can not be separated from quality service. In order to enhance employee credit awareness and standardize credit behavior, we will increase service content, expand service areas, expand service scope, and continuously improve service levels. In the spring of 2004, the station of Lankao Station was being rebuilt. In the face of the surging passenger flow, the cadres and workers of this station did not shrink back, did not lower the service standards, and tried every means to ensure that passengers walked and walked well, in just 40 days. To 10 letters of commendation, 3 banners. Since the fall of this year, a large number of migrant workers from Lankao and its surrounding five counties have gone to Xinjiang to pick cotton. Lancao Station has actively obtained the support of the higher authorities, and has launched a special line of 4 migrant workers. Ten thousand people have happily embarked on “Get Rich Road”. For this alone, Lankao Station has a revenue of more than 1.3 million yuan. Lankao County is a famous paulownia producing area in the country. There are no fewer than one thousand large and small sheet processing factories and individual processing households. In addition to sales in major cities in China, it is also exported to Japan, South Korea and other countries. In order to facilitate the loading of the owner of the goods, the station leader repeatedly led the marketing personnel to visit the owner in the countryside and make friends to pull the goods. In order to let them understand the requirements of railway transportation, they also sent the "Lancao Station Quality Service Commitment Letter", announced the service supervision telephone, and resolutely put an end to all the actions of scorn, martyrdom, extortion, and blackmail, which were welcomed by the cargo owners. They also dredge the channels to solve the problems encountered by short-distance transportation for the cargo owners, so that the plates can be successfully put on the station. Today, the plates become a fixed source of supply for the station.
2. Extensively solicit opinions and improve service levels. It is an important measure for us to fulfill our commitments and improve the quality of our services. Yudong is rich in wheat, corn, soybeans, peanuts and garlic, and has a famous garlic base in Zhongli and Jixian. In order to do a good job in fresh garlic transportation, the vehicle management department organized special personnel to investigate and analyze the traffic, destination and existing problems of garlic this year, and set up a special part-time marketing team with passengers and goods as the main body, in the county seat. And set up marketing service outlets in surrounding towns and towns, and implement priority transportation, priority loading, priority shipping and other measures for key transportation goods such as grain and garlic, adhere to the 24-hour business system, strictly implement the charging standards, and adopt listing services and smile service measures. A report box and opinion book were set up to ensure fair and equitable transportation organization, and the service promise of “loading a heavy car and ensuring a safe road” was implemented. At the same time, the company hired road wind supervisors, held supervisory symposiums, and visited units to solicit opinions and conduct research and rectification one by one, which promoted the improvement of service levels.
3. Do a good job of facts and serve the people wholeheartedly. We should do small things as big things and treat foreign affairs as internal matters. As long as the owners and passengers need it, it is good for safe transportation and production, and we will do our best. During the SARS epidemic last year, the majority of passengers and passengers risked their lives. According to the regulations, each person was tested for body temperature, disinfected and cleaned in time, and realized zero infection of passengers, employees and their families. It was commended by Nanguan District of Kaifeng City for its anti-SARS advanced. unit. On April 18 this year, after the fifth large-scale speed-up adjustment of the national railway, in order to let the migrant workers understand the changes in the trains and arrival times of the station, it is convenient for them to travel. In this section, I started the action of “10,000 timetables to send migrant workers”. Every migrant worker who has just set foot on his hometown has received a new train schedule without leaving the station. Each station also organized a marketing propaganda squad, went deep into the local authorities, schools, bus and bus stations, and directly transmitted the passenger information to the hands of the villagers. At the same time, it also continuously reported on the local media the fifth large-scale speed-up map to bring about new changes brought by people's travel and the business handled by the station. These measures were welcomed by local party and government organs, enterprise schools and the people.
Nowadays, all the business stations in our section have formed a "volunteer service team" with party members and youth members. The creation of "civilized stations", "civilized teams", "civilized goods yards" and "civilized posts" is like a spring. The tide surged on the main artery of the Yudong Railway. The entire cadres and workers of the whole section think more about the passengers of the passengers, and there are fewer violations of the rules and regulations; more competition with each other, less mediocrity; more active initiatives, fewer complaints; more concern for collective honors However, there are fewer "abacus" for individuals and small groups, and there is a gratifying situation of "four more than four less."