Year-end summary of railway dispatching team

Under the correct leadership of the party and government leaders of the motorcade, we should pay close attention to the daily basic management, improve the management system and seriously carry out various safety special activities around the transportation production objectives. Taking the effective control of on-site operation as a breakthrough, focusing on key points and doing key work well, a double harvest of safety and efficiency was realized throughout the year. At the same time, with the activity of "creating excellent teams and groups" as the carrier, the service quality and professional quality have been comprehensively improved and fruitful results have been achieved. By the end of10,31,the number of passengers sent is xxxxxx, and the passenger income is XXXXXX yuan.

First, all staff attach importance to marketing. In the first quarter of the 100-day income competition, our team won the first place. 14 Spring Festival travel rush Boom During the 40 days from February 3rd to March 4th, our team completed the payment of RMB xxxxxx. Got off to a good start all year round. Due to the heavy snow in the south, the national traffic was blocked. Jiangsu province suffered a once-in-a-century snowfall, and roads and civil aviation stopped driving, which led to the passenger flow flocking to the railway, which doubled the passenger flow. When the train originated from Zhengzhou, it was crowded. There were only passengers on the way, and few passengers got off. The train conductor can start the emergency plan for train overcrowding in time to deal with sudden passenger flow. On the premise of ensuring the safety of passengers, the train conductor insists on checking tickets, which often takes 4 or 5 hours at a time. Persistent work has enabled our team to overfulfil the fund-raising task.

2. On May 2, 2008 12, China suffered an unprecedented Wenchuan earthquake in the history of China. In this unprecedented earthquake relief activity, our team was fortunate to participate in the task of transporting heroic troops home. On July 65438+7, 2007, the team led by Kang Shuji was released to Chengdu with an empty car. Eight trains were reorganized in Chengdu to transport disaster relief heroes to Wuhan, Kaifeng, Xinyang, Nanyang and Xinxiang. Along the way, party member and the backbone of the team played a leading role, served the heroes with high-quality services, overcame the difficulties of outdated train equipment, and assigned special personnel to burn tea stoves to ensure that the heroes could drink hot water and eat hot meals.

Third, serve the "Olympics" and show the good image of the railway. Since July, in order to do a good job in passenger transportation at the Olympic Games sub-venue, we have made preparations in advance according to the unified arrangement of flight segments, and achieved warm reception, careful arrangement and caring service, ensuring the happiness and satisfaction of all passengers, and successfully completed the transportation during the Olympic Games and Paralympic Games. During the Olympic Games, the comrades of the motorcade overcame the busy transportation task and actively participated in the "Emergency Militia Corps" to be responsible for the patrol and daily safety work of this section. In addition, the team also undertook xxxx scheduled running tasks during the Olympic Games. During this period, the comrades were able to relax temporarily and brought the Shanghai standard to Xi, which was well received by the majority of tourists.

4. Dining car management is an important part of train service. Train catering operation has lagged behind the improvement of passenger service level for a long time, due to various reasons: the composition of personnel is mixed and the management is not targeted ... In fact, the operation of train catering has affected the overall quality of passenger service to a certain extent, and the behavior and operation order of train catering is a problem that has aroused great repercussions and prominent contradictions among passengers. In view of this problem, this paper puts forward the idea of integrating catering business. Our team is the first demonstration team. The team conscientiously implemented the team reform measures, earnestly completed various tasks, well tapped the potential in the off-season and increased efficiency in the peak season, assigned a special person to be the supervisor of the dining car in the team, well marketed all staff, fully mobilized the marketing awareness of employees and linked it with income, made up for the lack of hardware with services, grasped the needs of passengers, and greatly improved the income of catering business, with remarkable results.

Five, improve the management system, starting with the whole chapter system. /kloc-revise and check the ledger, rules, plan and management system in a unified way in October. In addition, the focus is on "firing" inertia violations of labor discipline and operational norms in daily work. In view of the problems of irregular dress, leaving the post, leaving the post and poor service quality, the flight attendants on duty are required to strengthen inspections. During the inspection, smokers should be found in time and advised to go to the windshield to smoke, and key passengers should be taken care of and implemented according to regulations. Flight attendants should be quantified and assessed strictly every month. Through a series of perfect management systems, it has played a positive role in building a security line and standardizing daily management.

Six, consolidate the achievements of safety management, to ensure the effectiveness of special rectification. Since the beginning of this year, according to the requirements of the fleet, the train crew has earnestly carried out various activities such as "major inspection, major reflection", "revisiting April 27", "hidden danger management year", "special rectification of labor safety" and "fire prevention". In order to lay a solid foundation for safety and organically combine it with various activities, the train crew has set up an activity leading group, and through blackboard newspapers, picnics, study meetings and other forms, safety education has been continuously studied and innovated, and safety regulations have been deeply rooted in the hearts of the people. Learn from past experience, take inspection, rectification and implementation, take every problem found seriously, and ensure that all problems have rectification measures, responsible persons, rectification period and cancellation time. Incorporate the problems with outstanding safety hazards into the "database of safety hazards", carry out key research, and formulate transitional measures to ensure safety in production; This time * * * found 18 security risks and problems, all of which were rectified. Through serious special rectification activities, ensure the continuous and controllable daily work.

Seven, pay attention to business training, and comprehensively improve the quality of employees. Passenger transport is the window and image of the railway, and we must pay attention to the improvement of the overall quality of employees. The car class pays close attention to the "standard" of all employees. We will take effective measures to promote the work of "three standards" by increasing the efforts of employees to implement standards and standardization. Organize all staff to participate in the competition, and produce a group of models and business experts through practical drills and technical competitions. In this year's passenger transport technology competition between the passenger transport section and the railway bureau, we achieved excellent results and won the third place in the section chief group, the first place and the third place in the bureau chief group. The team regards improving the professional quality of employees as a solid foundation for improving service quality. Make business study arrangements and make long-term plans. One question a day, asking questions before each ride, taking exams twice a month, and the exam results are included in the allocation of funds. By conducting business learning, the wind of "learning business" has been formed from top to bottom in the team. Everyone abides by the rules, learns the rules and uses them. In view of the problems encountered, combined with the theory and practice of learning rules, the professional quality has been effectively improved, which makes passengers puzzled, and the business learning 100% reaches the standard.

Eight, to "create a quality team" as the carrier to promote the overall service quality to a higher level. In order to make the activity of "striving for Excellence first" effective, the team takes the responsibility system of "asking first and suing first" as the main line and earnestly implements it. "First inquiry and first complaint" refers to the first flight attendant who accepts passengers' inquiries and complaints, and should be responsible for giving detailed and patient answers or introducing them to relevant responsible persons, answering passengers in time and providing humanized services. Its purpose is to be responsive, to do the necessary things, to do the necessary things. In order to ensure that this service that brings convenience to most passengers is truly implemented, the team attaches great importance to it and formulates the "Administrative Measures for the System of First Asking and First Complaining" in combination with the actual situation. The team will discuss and train the staff in key positions such as office seats, soft sleepers and broadcasting rooms on how to receive passengers' inquiries and complaints, strictly review the system, solve problems for passengers in time, and provide high-quality and efficient services. At the same time, the train conductor is required to pay attention to the working methods when accepting passengers' complaints, be patient, considerate and sincere, and truly treat passengers as relatives. During the two golden weeks, our team realized zero complaints from passengers who were dissatisfied with the inquiry service and zero complaints from experienced passengers.

Nine, strengthen comprehensive management, beautify and purify the train environment. First, environmental sanitation. The team requires the staff to be responsible for their own post hygiene, so that the vehicles are clean and tidy, the windows are bright and clean, and the spare parts are located. According to the arrangement of the motorcade, the contracted sanitary area is not regularly inspected. Secondly, strengthen equipment inspection and maintenance. Cooperate with the vehicle inspection to conduct comprehensive inspections of train equipment and facilities for many times, report the problems found to a special person for rectification in time, and find potential safety hazards and rectify them in time.

While seeing the achievements, we should also clearly see that there are some shortcomings in the work of the team this year:

1, thinking safety reflection is not serious, there are always people who think that the accident is far away from us and can't really realize the harm of carelessness.

2. There is still a gap in the transformation of service consciousness, and there are loopholes such as not serving according to standard terms, not adhering to Putonghua well, and not taking the initiative to serve.

3. Individual flight attendants are not disciplined, and there is a phenomenon of being late and leaving early.

"Create a brand, strive for first-class, set an example" and "treat passengers sincerely and serve warmly". In the future work, the team should constantly tap the needs of passengers, constantly innovate their own services, enhance their service characteristics, establish the service consciousness of "everything is to meet the needs of passengers", impress passengers with "sincerity, quality and innovation", and let passengers truly feel the railway brand service of "People's Railway for the People".

In the new century, with first-class equipment, first-class service and first-class image, we should keep up with the pace of railway reform, which is the requirement of the times and the value of survival. Railway is the main artery of national economy, and train is an important part of the main artery. Shanghai No.1 Group will also keep up with the trend, innovate its own brand, and move towards international service standardization with first-class service.