Paper on management of expressway service area

Paper on management of expressway service area

In the real study and work, everyone has written a paper. A thesis refers to an article that conducts research in various academic fields and describes the achievements of academic research. So how to write a good paper? The following is my carefully organized paper on the operation and management of expressway service area, hoping to help everyone.

abstract:

In recent years, Yunnan Province has increased its investment in expressway construction, which has brought opportunities for the development of expressway service areas. As the meeting point of people, logistics and information flow on the expressway, the operation and management of the service area will also face great challenges. How to manage the service area scientifically and systematically and improve the economic benefits of the service area is also very important. This paper starts with the bottleneck of the management of expressway service area at present, and analyzes the countermeasures and suggestions to solve the problems.

Key words:

Expressway; Service area; operation management

With the rapid development of highways in Yunnan Province and the continuous improvement of people's material living standards, the number of private cars is increasing day by day, and the mode of mass travel is more and more inclined to drive by car, which is bound to bring opportunities to the development of expressway service areas in Yunnan Province. At the same time, various customers' demands for service areas are also varied, which brings great challenges to the operation and management of expressway service areas. According to the investigation of some expressway service areas in Yunnan Province, the current management of service areas has its own advantages, but there are also some bottlenecks that restrict the development of expressway service areas. Then, what strategy should the service area take to deal with the current management bottleneck in the service area? How to realize the economic benefit of service area? It is also worth discussing.

First, the advantages of operation and management of expressway service areas

(1) Advantages of policy investment. From 20 13 to 20 15, Yunnan Province invested15 billion yuan to build expressways 1500 kilometers, which made the expressway mileage of the whole province reach 4,500 kilometers by the end of 20 15, ensuring the whole line of the north-south corridor. In 20 14, the investment in highway and waterway construction in Yunnan was 70 billion yuan, including 50 billion yuan in expressway investment. It can be seen that Yunnan Province is increasing investment in expressway construction. From a macro point of view, as a supporting facility of expressway, the development of service area is good.

(2) Traffic flow advantage. With the increase of the number of private cars, people tend to drive on the expressway, and the traffic volume of expressways in Yunnan Province has increased sharply. Once the expressway is repaired or an accident occurs, the expressway is extremely congested, and drivers and passengers will not tolerate long-term boring driving and low-speed taxiing, so they choose to enter the service area one after another, thus bringing opportunities for the development of the service area.

Second, the bottleneck of expressway service area management

(1) The layout of the service area is unscientific. Most expressway service areas in Yunnan Province are equipped with parking lots, public toilets, gas stations, restaurants, supermarkets, tourist and leisure squares and other infrastructure, which can basically meet the most basic needs of tourists such as refueling, going to the toilet, eating and resting. Some service areas have also set up complete humanized service facilities such as special catering, supermarkets, tourist convenience service centers, accommodation, fitness and leisure, toilets, children's parks, indoor lounges and free WiFi. However, the functional layout of this department's service area is relatively random, some functional customers often don't know, and some configurations are too high, ignoring the research on users. There are no special function recommendations that really attract customers' attention, and many of them have become furnishings. Customers are often just passers-by, and the service area has just become a place for customers to "facilitate" and "refuel". For example, the utilization rate of children's paradise and fitness and leisure area is extremely low, which has almost become a decoration, and there is no profit at all.

(B) services can not meet customer needs

1, weak ability to cope with customer demand diversification. At present, more and more cars (private cars) are entering the service area. These drivers and passengers can't stand long and boring driving. Most of them travel while walking and don't want to be tired of driving. They hope to get enough rest after driving for a period of time, so their stay in the service area will be extended. In this way, drivers and passengers have a demand for services that can quickly relieve fatigue, such as hourly rooms, foot baths, saunas, etc., and the demand gradually tends to be diversified. However, for the diversified needs of customers, there is no effective solution in Yunnan Expressway Service Area, and most cases are exhausted. For example, I met a family of four who rushed into the service area to buy milk powder and diapers, but the supermarket in the service area could not satisfy them. There are countless examples of this. The weak ability of service area to cope with diversified customer needs has also become one of the factors restricting the development of service area.

2. Weak sense of service. From the operation of service area, high-quality service is essential, and high-quality service is an important guarantee for increasing economic benefits in expressway service area. Service areas should add value by improving service quality and highlighting characteristic services. At present, the expressway service area in Yunnan Province has realized the importance of service, but it still lacks implementation in the service for drivers and passengers, emphasizing slogans over practice and failing to really pay close attention to service management. I always think that the service area is a place where customers will come to visit, and the overall service awareness is relatively weak. Customers occasionally complain about the service attitude of waiters.

(III) Lack of Talents The problem of talents in expressway service areas in Yunnan Province is mainly reflected in the following aspects: First, the wages of grass-roots staff are low and the mobility of talents is high; Second, the education and quality of the employees in the service area are also uneven; Third, lack of marketing talents and service area management backbone; Fourth, there is little training for employees, and personnel training is ignored. For example, Mojiang service area has 45 employees. Among them, there are 3 employees with bachelor degree or above (2 managers), 20 employees with high school and technical secondary school education, and 22 employees with junior high school education or below. When recruiting talents, Mojiang Service Area often pays too much attention to age, especially the front-line service personnel with young temperament, while ignoring the screening of cultural literacy. The communication between many waiters and customers is not particularly effective. Management talents are also scarce, and marketing talents are even scarcer.

(4) Management needs to be strengthened to produce benefits. However, many expressway service areas in Yunnan province despise management, which is mainly reflected in the following aspects: first, the management concept of service areas is backward, and they always regard themselves as monopoly industries, relying on experience management, and some functional areas seem natural and chaotic; Second, management is not in place, execution is poor, and management is out of control. Third, the management system is not perfect and the slogan is not implemented, especially the incentive system, employment system and assessment system of talents, which need to be further improved.

(5) Expressway service areas with weak brand marketing awareness should not only have perfect functional facilities, good service and excellent management, but also build and publicize their own brands. However, most service areas now lack brand marketing awareness, and always think that service areas have the characteristics of monopoly operation, emphasizing construction and neglecting publicity. Expressway service area is not only a place for drivers and passengers to refuel, facilitate and rest, but also a propaganda position to display local cultural characteristics, scenic spots and featured products, so that features can become brands and brands can drive benefits.

Third, the strategy of optimizing the management of expressway service areas in Yunnan Province

Expressway service area has three functions: window, service and economy. At the same time, it is also an important position for local cultural propaganda. The management of expressway service area is not only related to the economic interests of the units affiliated to the service area, but also closely related to the living needs of drivers and passengers. Aiming at the bottleneck problems existing in service area management, the author analyzes the functions of expressway service area and puts forward the following countermeasures:

(1) Plan the regional layout rationally and give full play to the window function of the service area. Starting from the basic functions of expressway service areas, the layout should be rationally planned, regional resources should be fully utilized, and the construction area of each functional area should be scientifically allocated. Planning ideas can be implemented from the following aspects:

1, reflecting the humanized regional setting. Both drivers and passengers need to enter the service area, and their feelings should be fully considered when designing the functional area. For example, toilets and supermarkets are on the lower floors and in conspicuous positions. The middle floor is considered as the dining room and lounge, and the upper floor is the guest room, staff office and accommodation room. , make the layout of facilities compact, reduce the floor space, increase the parking area, and improve the reception capacity of the service area. The comprehensive service building will be arranged in a position with good landscape and orientation, and the architectural style should be coordinated with the local landscape and culture.

2. Plan the parking area according to the vehicle type. In the planning and layout, fully consider the bearing capacity of the parking lot pavement, and set up parking lots and refueling passages in different regions. Considering the actual site, we can consider that the small car parking lot is close to the restaurant, and the large car parking lot is set in the area with strong road carrying capacity.

3. The public welfare function is set in a conspicuous place. Expressway service areas should emphasize public welfare. First, service areas with strong public welfare should be set up, such as refueling and free public toilets, and of course, they should be rationally laid out in combination with regional conditions. In relatively remote areas, we can consider the characteristic functions with outstanding commercial interests. Such as entertainment chess room.

4. The building highlights the characteristics of the service area. Combined with the local regional culture, it is best to build landmark buildings in a reasonable position in the service area, so that they can have certain service area window functions, such as shopping supermarkets and guest houses. Since highway transportation has changed from traditional industry to modern service industry, it is particularly important to rationally arrange service areas. Only reasonable layout can give full play to the window function of service area and provide comfortable and humanized service window for drivers and passengers. Give full play to the window function (basic function) of expressway service area.

(2) Do a good job in the construction of the staff and improve the service function and quality of the service area. The key is talent. Judging from the current problem of expressway talents, because most expressway service areas are far away from urban areas, it is inconvenient to travel, which leads to a large mobility of talents and unstable personnel in service areas. There is also a phenomenon of poaching between service areas, and some business backbones, such as chefs and foreman, change jobs from time to time. It is also important to do a good job in team building. Only an excellent team can provide excellent service for drivers and passengers and create economic benefits for the service area. 1. Enhance employees' sense of accomplishment and belonging. Companies affiliated to the service area can regularly carry out outstanding employees, such as: service month star, outstanding employees of the year and other selection activities to affirm employees' achievements and enhance their sense of accomplishment. Actively carry out business, etiquette, core competence training, organize quality development training, so that all employees can improve themselves in the unit, and constantly let employees feel that they can be useful in the unit, and even become the backbone. In addition to job-related training and skill competitions, we should also carry out various activities in the service area to strengthen employees' sense of belonging. Through activities, communication between employees can be enhanced, employees can get to know each other, and team cohesion and combat effectiveness can be enhanced. 2. Improve the salary system and establish an incentive mechanism. Talent is the key factor in the development of service field. In view of the great mobility of talents and the wage differentiation in the expressway service area, the service area should further improve the salary system and reasonably approve the salary according to the market and employees' own working ability. Conduct service standard assessment on employees every month, establish comprehensive and perfect monthly performance assessment, and conduct year-end assessment on employees every year to form a year-end assessment system. At the same time, employees should be encouraged to form an appropriate incentive mechanism to fully motivate employees. Efforts should be made to build a management and service team with stable thinking and excellent business. The service area has excellent service team and high-quality service products, so we should innovate ideas, develop new service products, establish systematic and standardized service processes and form a complete service system. Only high-quality service products can meet the needs of customers, and at the same time, we should give full play to the unique policies of the service area, the advantages of traffic volume and customers, operate in good faith and provide diversified high-quality services. For example, it introduces a series of services such as 4s reception service, child care service, foot bath, sauna, storage and consignment, and mobile phone recharge. , through a variety of high-quality service projects to meet customer needs, create profits, enhance the service function of the service area, and promote the rapid development of the service area.

(3) Establish a scientific management system to improve the economic function of the service area. In order to develop the service area, it is necessary to pay attention to the service quality and economic benefits from the management and give full play to the economic functions of the service area. We can improve management through the concepts of standardization, standardization, intensification and humanism, improve the overall service level of the service area, organize experienced management talents to exchange and discuss regularly or irregularly, and establish and improve a scientific management system suitable for the current management requirements of our service area. First, improve the existing management system. The service area should comprehensively sort out the existing management system, systematically modify and supplement it, and let the system be finalized into a book. The second is to form a management model. Through the analysis of the organization setting and post setting in the service area, a specific management model is established. Classify the posts in the service area, formulate job responsibilities, work standards and standard scores respectively, and form a monthly assessment system and a year-end assessment system with reference to the actual work standards of employees to assess and reward employees. Clarify the management responsibilities of the production team, business households, service area management office and service area management center. Each inspection and assessment adopts self-examination at the same level and superior inspection, which is managed by two layers of institutions, and each layer completes the assessment management according to its own rights and responsibilities. Gradually form a management assessment system of "daily inspection, weekly settlement and monthly settlement". That is, post personnel conduct self-examination with reference to work standards every day; Management personnel should make daily inspection records; Management cadres hold a regular meeting once a week to check and report the problems existing this week; The service area management office conducts monthly assessment and inspection, summarizes the appraisal, and rewards the excellent and punishes the poor. So as to form a closely linked, mutually restrictive, interlocking and benign development management system.

(four) to create a unique brand in the service area, and to play the role of propaganda position in the service area. Brand represents the soft power of expressway service area and is the intangible asset of service area. The survival and development of service area has a great relationship with its own brand. First, unify the publicity theme and design. Comprehensively unify the layout and design of scale publicity columns, publicity columns, map columns, signboards, guide card and shop signs. The publicity content highlights local characteristics and brings together local specialties. At the same time, vigorously carry out the "regional cultural characteristics management" activities. Business projects in the service area are integrated with local famous products, and local famous products exhibition halls and regional cultural exhibition corridors are established. Secondly, introduce "well-known" brands into the service field. Introduce famous brands through attracting investment. In terms of diet, famous brands such as "Overseas Chinese Hometown Garden", "Dezhuang Hotpot", "Huopiao Beef" and "Dicos" are introduced to sell famous specialty products in supermarkets, so that well-known leisure service enterprises can invest in leisure and entertainment services in service areas. By introducing well-known products and brand-name enterprises from various industries, we can help build the brand of the service area, thus enhancing the reputation and efficiency of the service area.

Four. conclusion

The operation and management of expressway service area is a complex system engineering, involving knowledge in various fields, and it is a continuous and deepening process. This requires expressway service management departments to constantly explore business models, seek the optimal operation and management processes, and form a systematic and comprehensive management system, thus boosting the development of expressway service areas.

References:

[1] Pang Zhiyong. Analysis on Management of Expressway Service Area [J]. Modern Commerce, 20 10, (26).

[2] Du Juan. Understanding and Thinking on Breaking the Management Bottleneck of Expressway Service Area [J]. Value Engineering, 20 14, (7).

;