Wuhan-Guangzhou Gao Tieshao closed the station in December 2009, open station, some 50% workers from Pu-speed railway, personnel quality uneven. After the opening, passenger transport management at the station gradually revealed some problems: shortage of staff, serious shortage of experience and methods of work, the quality needs to be improved; at control sites and links, and management needs to be updated; the facilities has lagged behind, strengthening basic management; road, passenger transport and planning departments to operate independently, coordinate closely enough; passenger popular high service quality needs to be improved.
The "6S" management mode is Japan modern factory set of effective site management concepts and methods, "sorting, straightening out, cleaning, security, cleaning, literacy" as the main content, designed to beautify the environment, improve the efficiency, quality, ensure safety. Haier in China and the United States, Thailand, and other large enterprises are drawing on the management platform. Problems in Shaoguan stands for, keen to discover the "6S" management mode is ideal for station management, sought to become demonstration station of Guangzhou Railway's first high-speed rail.
Starting from improving quality concept, build a contingent of high-quality talents with high iron.
Update work. Advocate "to ensure zero defects, zero error to zero violations to ensure zero accident" security concepts, as well as "customer-oriented, and strive for excellence" service concept, introduction to "work happy, happy, happy, happy environment" mainly "happy working methods", constantly improving capability and levels.
Pay close attention to personnel training. Organizations full business learning on a regular basis, invited experts and the station model for job training, improving the overall quality of staff; ", help, band" form, highlighting the business proposition of good Job transfer employees, ensure renrenguoguan; the introduction of customer service "double certificates" for posts, every passenger, are required to pass intermediate passenger conductor and skill appraisal exam.
Fostering entrepreneurial spirit. Actively cultivate the "harmonious, refined, Sunshine" as the core of enterprise spirit. All team made a section concise of number, and for of struggle; everyone made a section work motto, printing in their of workers plate bottom, moments alert; each class work end Hou, per person wrote a copies summary, reflection work gains and losses; monthly selected a theme organization topics lecture, constantly develop vision; per person monthly on station of work to a section rationalization proposals, timely improved work; monthly late on all team members performance for rating, vote elected performance best and the most bad of staff all one ; Organizing essay competitions, sports and fitness, every two months a Sun activities such as outward bound, and vigorously create a positive spirit, unity and hard work, harmonious and warm atmosphere.
Starting from strengthening calibrated at specification, establish a management mechanism in high-speed rail station.
Shaoguan station implementation "people-standardization, and thing-process of, and real-normalized" of Omni-directional management, relying on customer service platform, formed set Lane, and plans, and broadcast, and monitoring, and coordination, function for one of integrated control command center, established to comprehensive control room for core, and cover full station all posts of work mechanism, formed unified command, and and manpower coordination of management pattern; sound posts duties, and check supervision, and site package insurance, and performance assessment, management system, perfect remote monitoring, and cadre check control, and posts mutual control measures, clear work standard, Straighten out the relationship between management, specification for key program, "Director of management, management"; development platform for the construction of Shaoguan's cultural and civilization of the Shaoguan station code, further standardize the behavior of workers, so that the majority of passenger rail passenger service personnel civilization new look.
While, the station change original by waiting room, and platform, and export, parts set team mode, implemented by job process set team; change original by item job set fixed posts mode, implemented by process job set dynamic posts; change original unified of "three shifts" class system, implemented three class and special class class system; change original by unified time shift job mode, under train to made needs wrong peak commute. At the same time, strengthen labour organization, organization of centralized, unified provisioning model, solve the problem of inadequate emergency response personnel, and by measuring workload in real time, combined with non-simultaneous work, merge smaller posts, reached the goals of increased efficiency, improve efficiency.
Starting from the implementation of the service quality, to build a high-speed rail chuangxianzhengyou services brand in China.
Basic services, the facilitation of. Perfect electronic boot, and integrated control, and automatically query, intelligent service function, construction easy fast of query, and rescue information management system, in get mouth set desk, free provides wheelchair, and cart, and first aid drug, and obligations moved sent luggage, service; in new device next set using description indicates brand; in toilet plus loaded clothing CAP, and luggage hook; in platform and out station mouth set easy rest of bench; in striking location established "emergency call system", as meet passenger basic needs.
Extend special services to make it warm. For group tourists ahead of master, opened a special security channel, implementing special boot, dedicated lanes inbound. Sick and pregnant focused visitors, practice specialist Guide, get ahead, and drivers go through the transition. For first class passengers, delineation of the exclusive waiting areas, free books, magazines, tea coffee, phone charge, personalized services such as broadband Internet access as well as a small meeting areas, meet the needs of different tourists.
Beautify the environment, make it comfortable. Cleaning, more, property, personnel, wearing identification, running lines, security checks for explicit provisions and daily scheduled inspection, test, ensure clean clear houcheting, platform and other places, provide comfortable travelling environment for passengers.
From Shaoguan to the station since the introduction of the "6S" management mode, have made workers ' understanding of total station support, brings a series of profound changes, safety management has been improved significantly, improved the service quality, have good social effect.
Significantly strengthened security management. By continuing to strengthen safety management at the station, perfect the system, clear responsibilities, do big and small pipes, chadu management vulnerabilities in a timely manner, eliminating security risks. At the same time, station team to respect the Trade Union as a precondition for security management, active staff members and talk, master the ideological dynamic, reasonable adjustment to work, make it align, and actively do a good job to ensure safety. Since the opening, the station has not been any accidents endangering personal safety, and has not seen any serious impact on the train operation safety and punctuality of the situation.
More harmonious atmosphere. Through improved production and living conditions, provide employees with good working and living environment. Last year in May, the station into the dining hall, and staff bid farewell to the era of fast food and make recipes by week, constantly enrich employee meal pattern; leased four sets of low-rent housing, and align daily living facilities, solving offsite employees stay worry; leased buses in consultation with public transport company in the city, resolved the issue of employees to and from work at the station road traffic. At the same time, assistance through work, difficulties, help, relief, so that employees feel the warmth of the family at the station, and cadres within the station, between higher and lower levels, the relationship between more harmonious, all station employees a sense of belonging and sense of well-being has been continually sublimation.
Transport of passengers increased significantly. Due to high speed rail safety, on the one hand and comfortable, fast, and convenient features, on the other hand because of the high speed rail station management ordered, service quality, environment pleasant, Shaoguan passengers increasingly prefer use of high-speed rail travel. According to Tourism Department of Shaoguan, 2011 total number of Shaoguan's tourism has increased 12 times, this year is expected to increase by more than 12.5 times times, most visitors choose the mode of transport is high speed rail.
Station image has improved significantly. Shaoguan showed the good image of high-speed rail station, has become an important card in Shaoguan. According to the tourism sector in Shaoguan, high-speed rail to bring unexpected opportunities for tourism in Shaoguan city, regions such as Southeast Asia, Hong Kong and Macao to Shaoguan's tourism growth in number of geometric figures, interactive platform, look forward to working in partnership with the railway sector road, strive to achieve a win-win situation. According to Shaoguan in the introduction of youth travel including travel agencies, tourist groups to Shaoguan now, other than visit danxia mountain and General attractions, high-speed rail station is the greater choice, guide banners have never stopped in the station.
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