Three sample essays on personal work summary of communication company

Chapter 1

After I graduated from the optical fiber major of ** school, I started working at ** County Communications Branch in ** month **. I work in exchange maintenance. On **, **, **, after assessment by my superiors, I was appointed as a technician majoring in exchange maintenance. It has been four years since I was awarded the position of technician and I have met other conditions to qualify as an assistant engineer. The work of the past few years is summarized as follows, and the leaders of the municipal company are invited to review and evaluate.

1. Seriously study technical business and master equipment maintenance skills

I worked as a program-controlled switch maintenance worker in ** from ** year ** to ** year ** month. This is also the first job I have taken since I started working. In fact, the most advanced equipment maintenance work is mainly based on switching equipment, and also includes comprehensive maintenance work on local telephone measurement, power supply, transmission, oil machine and other equipment. In the comprehensive maintenance work, we always adhere to the principle of "integrating theory with practice", learn while using it, and continuously improve our professional maintenance skills.

As the saying goes: "If a worker wants to do his job well, he must first sharpen his tools." In the theory of learning professional skills, the principle of combining internal and external should be adopted, focusing on self-study and supplemented by company training. After all, the time for training outside is extremely limited. Over the past few years, I have maintained uninterrupted learning and played an effective guiding role in practical work.

Confucius said: "When three people are walking together, there must be one who is my teacher." Therefore, in actual work, I have always adhered to formalism and maintained a modest, prudent, and neither arrogant nor impetuous style. When encountering obstacles that I could not handle, I promptly consulted experienced masters, which not only restored normal communication in a timely manner, but also enabled me to learn more. When it comes to technical skills. In a few years, I have mastered the operation of office data and user data of switches; I have a better understanding of the performance of SDH equipment; I have a deeper understanding of the working principle of power supply equipment; I have a deeper understanding of ISDN and broadband equipment. He has accumulated a certain amount of experience in terminal maintenance and has eliminated terminal obstacles for ISDN and broadband users more than 200 times in total. In addition, in many large-scale cutovers, the tasks assigned by superiors were successfully completed.

2. Strive for progress and strive to develop in the direction of technology management compound

In October **, due to work needs, he was transferred to the county company to be responsible for the improvement of the computer room environment and the maintenance of switching equipment. Waiting for work. The transition from a technical position to a technical management position has put forward new and higher standards for me, and also created a good opportunity for the improvement of overall quality.

For comprehensive work, I plan time reasonably and arrange work as a whole to ensure that all tasks are not left behind. Especially in the improvement of the computer room environment, I took the relevant requirements of the municipal company as the standard, worked hard on the details, and cooperated with the construction and maintenance department, and achieved good results. In previous safety inspections, the city company has given approval and pointed out deficiencies. In this regard, I carefully summarized and completed the rectifications in a timely manner.

Chapter 2

First of all, on behalf of all the cadres and employees of ** Company, I would like to express my heartfelt thanks to the leaders at all levels and all service recipients who have long cared for, supported and helped the development of ** Company!

Carrying out democratic evaluation work is an important measure to fully implement the spirit of the xx National Congress of the Party and to improve and optimize the communications service environment, enhance customer service quality, and build a harmonious society. In recent years, with the care and support of leaders and customers, ** company has followed the service principle of "all for customer satisfaction", carefully compared the specific requirements of industry construction, listened carefully to the opinions of customers, and closely focused on communication services hot spots and difficulties, insist on putting the interests of customers first, conduct self-examination and self-correction conscientiously, and conduct in-depth and orderly conduct construction activities. Below, I will report on the work style construction work of ** company as follows, please review it.

1. Basic information of **Company

**Communications Company was established in **month of **** year and is responsible for network construction, business development and customer service work in ** area . The company is located at No. ** Road **, ** District. The company currently has ** employees on the job, including ** party members, ** Youth League members, and ** people with a college degree or above. The internal organization has six departments: Marketing Department, Campus Marketing Department, Engineering Operation and Maintenance Department, General Department, Customer Service Center and Key Customer Center.

In recent years, ** Company has insisted on unswervingly accelerating development, combined with the five major market breakthrough goals, and vigorously promoted the four precision projects of "quality network", "meticulous service", "accurate calculation" and "refined management". The business has reached a new level, network construction has made new breakthroughs, the coverage area has spread throughout the country, communication service capabilities have been further enhanced, and the concept of "making everything a free company" has been passed on to thousands of households in the country.

2. Work style construction

20xx is the first year of telecommunications reform and reorganization, and the first year of the arrival of 3G. Under the new situation, all employees of ** Branch Unite as one, work hard, and actively respond to the overall deployment and requirements of the ** District Executive Evaluation Office on the "Implementation Opinions on the Work Style of Democratic Evaluation in ** City ** District in 20xx-20xx", and fully implement and promote the work style construction, mainly We have done the following work:

(1) Unify our thinking and organize in place

1. Since the implementation of the spirit of the District Office’s No. 1 Document in July this year, our company *** Organized and convened 3 mobilization meetings for all employees on work style evaluation to convey the requirements for work style evaluation and deploy work style construction work.

2. A leading group for work style evaluation was established. The company’s general manager *** served as the team leader and the deputy general manager *** served as the deputy team leader. Under the leading group, there was a work style construction office responsible for For daily affairs, regular work style construction work analysis meetings are held to coordinate, supervise implementation and effect inspection to ensure that the work style construction work is implemented.

(2) Standardize standards and provide adequate training

(1) Strictly implement communications industry standards, in accordance with the "**Company Business Service Standards", "User Complaint Handling Process", "Mobile Unified service behavior standards such as "Business Agent Management Standards", "Business Hall Management Standards", and "Customer Data Management Standards".

(2) Carry out comprehensive training to enhance service capabilities. In order to improve the service quality of the company's window personnel, our company has carried out all-round professional knowledge lectures on service knowledge, service etiquette, communication skills, team spirit, self-motivation, etc., so as to improve the overall quality of the company's employees. , the professional level of window personnel has been significantly improved. While we conduct professional theoretical knowledge training, daily training continues all year round. We formulate training plans and conduct regular training in response to new problems that arise in window services and new requirements put forward by customers, so that the service level and service quality of the window can be improved. To keep pace with the times and maintain a high service level in the long term.

(3) Work hard to improve internal skills and improve services

Implement the three-focus project, first focus on the business window, secondly focus on the customer service center, and thirdly focus on online services. Carry out special management and improvement work on the standard services of the business hall and ***** customer service center, conduct open and covert inspections of the sales staff's implementation of proactive service, smile service, standing service and "three-tone service", and conduct inspections on ***** customer service The representative's telephone services were randomly inspected in various forms, and existing problems were supervised and rectified; at the same time, special optimization work was carried out on the service functions of the online business hall, and multi-channel publicity was carried out through the website, media, service windows, etc., to further extend the service, thus It ensures the service standards of all service windows and improves the quality of customer service.

(4) Improve standards and extend services

In order to cooperate with the construction of a new socialist countryside and provide more convenience and services to rural users, our company operates on the basis of one village and one site. To achieve the goal, we launched the "Ten Million" project, established * township offices, built * * business offices and * * outlets. At present, the service tentacles have been fully extended to rural areas, providing convenient and high-quality services to the majority of rural users.

In recent years, our company has continuously expanded the breadth and depth of services and strived to improve customer satisfaction rates. We require account managers, township bureau chiefs and channel managers to enter enterprises, communities, and towns, and visit streets and alleys for door-to-door promotions. and handle company business, and use the May Day, National Day and other holidays to carry out various publicity and service activities in squares, communities, and construction sites, based on building a quality service brand and providing users with satisfactory and high-quality services.

There are many colleges and universities in our area. For student users, on the one hand, we have negotiated and cooperated with relevant colleges and universities to build a dedicated social practice platform and provide a variety of student aid channels; we have also created a corporate communications group for teachers and students at the school. Private network provides high-quality communication services.

On the other hand, our company continues to promote the construction of campus business halls and teams and extend services. Now it has built 1 campus business hall, 1 school and 1 team, and the services have reached full coverage. During the semester for new students in the fall, sales services were carried out in various forms such as folder mailing, on-site card issuance, and on-site sales, which were well received by teachers and students.

Increase network construction efforts, improve signal coverage capabilities, and ensure reliable operation. Our company has built *** multiple G network base stations and *** kilometers of transmission lines; at the same time, the network optimization team continues to A series of network optimization and adjustments are carried out according to customer needs to continuously improve network quality and comprehensively enhance user perception.

(5) Innovative services, emerging advantages

“Give users convenience, think about what users think, and customers’ business is the first thing to do.” In order to improve the convenience of querying phone charges, in addition to In addition to providing customers with telephone bill inquiry hotlines, SMS inquiries and business hall inquiries, our company has also opened up various ways to obtain telephone bill information such as website inquiry, E-mail bill service, mailed bill service, and telephone bill weekly report service. Our company uses dual-screen The "sales assistance system" allows customers to clearly see the product introduction and selection process, reminds customers of precautions and displays related services, effectively improving customer perception, making phone charges clearly visible and service information transparent.

In terms of business hall services, a 3G experience area has been added. Through this experience area, customers can personally experience the super pleasure of surfing the Internet, experience the clarity of video phone calls, experience the smoothness of online TV, etc. This enhances the perception. There is also a dedicated IPHONE area in the experience area, which is our main promotion business after the launch of 3G, allowing customers to have close contact with our products and experience the infinite excitement it brings. The business hall will do its best to provide services in the experience area and make efforts for the development of our 3G business.

For VIP customers, we have launched an "on-the-air recharge" activity. The characteristic of the activity is that it is very convenient. Customers do not need to go to the business hall. As long as the customer's phone bill balance is higher than the recharge amount of the activity they participated in, they can contact the dedicated customer service manager for direct operation. In this way, the customer can not only receive free phone bills but also save time.

We responded quickly to some of the personalized needs of customers and promptly opened special services such as "mobile newspaper", "mobile financial management" and "mobile music" for customers. At the same time, the service functions of the online business hall are also constantly improving. Users can handle all kinds of company business by logging in to the web page without leaving home. They can also participate in the online number selection activity in the *** number segment and pre-order beautiful numbers.

(6) Improve assessment and make unremitting efforts

The work of building work style is a long-term and systematic work that needs to be deepened step by step. Based on the standard of "being responsible to the people and satisfying the people", our company has established and improved relevant assessment mechanisms and focused on long-term management. Strengthen the supervision of service work, conduct full-process tracking and inspection of service quality, and link it with bonus assessment. In terms of personnel management, we actively implement the "three-four-five-six" system: "three" means "three no's" - do not leave work, do not make mistakes in work, and do not report service; "four" means four haves - have ideological integrity Progress, achievements in work, innovation in technology, and improvement in service; "five" means "five modernizations" - service goals, standardized management, standardization of positions, orderly work, and institutionalized handover; "six" means " "Six Lectures" - unity, discipline, learning, service, courtesy and dedication. Through a series of inspections and assessments, employees' service awareness is effectively enhanced to ensure continuous improvement in service quality.

Only when there are customers can there be an enterprise. Without customers, there is no enterprise; all the work of an enterprise must start from the perspective of serving customers, and ultimately it must be based on customer service. Our company will, as always, pay close attention to service, strengthen management, take "customers' first priority" as its business philosophy, and make due contributions to creating a best communication environment and building a harmonious new world.

Part 3

20XX is a year of more intense market competition. As the vice president in charge of market operations, my job responsibilities are: timely grasp market trends and study the market. Business strategy, organize the formulation and implementation of practical market business plans and plans, and strive to assist the general manager in completing the company's various business goals and tasks.

From January to October 20XX, our operating indicators kept up with the progress of the image. Business income completed 81.7% of the image progress, and the KPI score in the third quarter was 97.75. Judging from the current situation, the overall indicator can be achieved this year.

In the past year, in order to ensure the completion of various goals, I have carried out work in the following aspects:

1. Adjust the organization, clarify the division of labor, and ensure the implementation of various tasks< /p>

According to the actual situation of market operation work, in order to improve execution capabilities and ensure the decomposition and implementation of various work goals, I carefully studied the organizational structure and personnel division of labor of the market operation department. With the support of the company’s general manager Next, we made major adjustments to the organization and personnel, and successively established organizations such as the Data Business Center, the Group Customer Center, and the Channel Management Center, and arranged qualified management personnel for the marketing department so that all goals can be implemented. It has been achieved that everyone is in charge of everything and everyone has specific responsibilities. At the same time, we constantly modify and improve the management process during the work process, and strive to improve work efficiency. After the adjustment, the previous passive situation of uneven busyness, unclear division of labor, and ineffective work implementation has been changed, providing a guarantee for the advancement of the overall work in the next step.

2. Streamline the service process and comprehensively improve service quality

In terms of service, I carefully analyze user complaints, suggestions and consultations every month, organize and find problems existing in service work, and based on Adjust the service process according to the actual situation. For example, in response to the situation where users had many problems when roaming and visiting, we promptly modified the business process and added on-site counseling for users before their trips, so that users have a detailed understanding of mobile phone operations and dialing methods, and reduced roaming complaints. , improve customer satisfaction. In order to further improve service quality, in February this year, the company established an internal service hotline and improved the service assessment method. The service hotline provides strong support for employees to implement the "first inquiry responsibility system". During the operation, we use the hotline to build a communication bridge between the company's management, employees and users, providing a guarantee for promptly listening to the opinions and suggestions of users and employees, and quickly discovering and solving problems at work. After several months of operation, the service quality has been greatly improved, and service complaints have been significantly reduced.

After studying the results of the 2003 consulting company’s customer satisfaction survey on **, it was found that due to historical reasons, the main business hall in ** District is small in area and does not have a dedicated reception room for large customers. Difficult problems affected the satisfaction of major customers. For this reason, I organized the marketing department to submit a rectification plan to the company, which was recognized by General Manager Gao. Through the expansion and decoration of the business hall, the service environment has been greatly improved. This year's survey by the consulting company found that our service level has been greatly improved.

3. Seriously commit to talent cultivation and strive to build a management team with strong execution capabilities.

Having an excellent management team is the prerequisite for doing all work well. At work, I attach great importance to the cultivation of talents. With the support of the general manager, I boldly appointed a group of young, powerful, solid, innovative and promising personnel as directors of each center to guide them to turn pressure into motivation and strive to Establish an environment where talents can grow rapidly. Using activities such as "5 million marketing" and "point replacement" arranged by the provincial company, I carefully guided managers at all levels from the formulation, supervision, and implementation of the plan to improve everyone's marketing planning capabilities and management The capabilities have been greatly improved, and various activities arranged by the provincial and municipal companies have been well implemented, especially the points feedback activities from May to August have been well implemented, and the completed tasks ranked among the province Fifth, the mobile phone call rate is 81.79%, ranking second in the province.

We also attach great importance to the training of marketing personnel and account managers, and often arrange people with marketing experience and good work performance to teach everyone working methods and techniques, so that everyone understands that only by providing good service can we do good marketing. This principle has improved the communication skills of marketers, account managers and users. After multiple and repeated trainings, the marketing capabilities of the marketing team, especially the ** district marketing team, have been greatly improved. From January to September, the income of the central district of ** increased by 8.27%. This year, it is expected to complete the task target of 9%, reversing three consecutive years of negative growth and providing a good start for the development of all districts and two counties in the city.

4. Do a good job in channel construction and promote the company's development with the help of external forces

The construction of channels has always been a weakness in ** work. When I took office, I emphasized the intensity of channel construction. Focusing on improving the marketing capabilities of marketers and cooperative business offices, we have strengthened the training of marketers, salespersons, and agents. At the same time, we have modified the payment methods for agency remuneration, and strengthened the company's channel management personnel to serve marketers and cooperative offices. Awareness has greatly improved the channel’s work enthusiasm. This year, we have accelerated the construction of rural channels in accordance with the provincial company's policy of "townships have cooperation and every village has agents." As of the end of October, our company has built 13 new cooperative business halls, laying a foundation for improving services and accelerating development. According to In accordance with the arrangements of the provincial company, this year we also introduced electronic card sales business in a timely manner. This is a good way to facilitate users and improve services. We will implement this work well and further improve service levels.

5. Strengthen management, improve performance, and strive to improve execution.

In order to strengthen management and fully mobilize employees’ work enthusiasm, I attach great importance to the performance management of departments and employees. Through performance management The development of the work has given us a new understanding of the establishment of the operating department's institutions and processes. While setting up the institutions reasonably, we require each center to formulate performance appraisal methods and regularly evaluate the work of employees based on work goals. The working ability of managers and ordinary employees has been improved to varying degrees.

In terms of business management, we have worked hard on the word "meticulous", re-formulated the business management process, arranged part-time auditors in the two counties and districts, strengthened supervision and inspection, and tried to avoid management failures. loopholes to reduce possible losses.

6. Go deep into reality, investigate and research, discover and solve problems in a timely manner

Over the past year, I have often gone deep into actual work and conducted surveys and research among employees to understand whether the process is smooth. , obtain employees’ opinions and suggestions, promptly improve work processes and working methods, and provide guidance to managers’ work. Through contact with employees, I continue to preach our business ideas and ideas among employees, so that employees understand and realize the importance of their work, and improve employees' recognition of the company and enthusiasm for work. At the same time, I personally visit customers, listen carefully to their opinions and suggestions for us, discover problems in service and marketing work, and solve them in a timely manner. In March this year, when I visited the group's customers in Jinshantun District, I found that some users were dissatisfied with ** Company because they believed that our company's billing was inaccurate. After analysis, it is believed that although the causes of the problem are multifaceted, the reason for our own existence cannot be ignored. That is because our company's tariff packages are complex and diverse, making it difficult for users to understand, and some salespersons, The level of marketers is poor and they cannot give users a clear explanation. In response to this problem, I immediately organized and studied countermeasures, strengthened personnel training and assessment, improved the service staff's ability to interpret bills and call sheets, and conducted training for all sales staff (including sales staff in cooperative business halls) in batches, and strived to improve the sales staff's ability. quality. After a period of hard work, customer satisfaction has been greatly improved.

Visiting customers can also urge employees to carry out service and marketing work in a down-to-earth manner, ensuring that our business ideas are truly implemented.

Over the past year, under the correct leadership of the provincial company, with the support of the general manager and team members, and through the joint efforts of the personnel in charge, the work in charge of my office has achieved good results. . While achieving results, I also clearly see that there are still certain problems in the process of performing my duties: first, the work ideas are not systematic enough, there are still deficiencies in the overall grasp of the work, and the control ability needs to be further strengthened; second, The working methods and methods are not scientific enough, there is sometimes impatience at work, and leadership skills need to be further improved; third, the decision-making is not decisive enough, the command is not strong enough, the work sometimes cannot be done freely, and the initiative and creativity need to be further developed. I have a relatively clear understanding of the problems existing in my work, and I have the determination and confidence to overcome and improve them in work practice through learning.

In view of the problems that exist in myself and my work, my next work will start from the following aspects:

1. Do a good job in performance management, and through the development of this work , guide the middle-level cadres and managers of the marketing department to grasp the work direction in a timely manner, strive to improve their work capabilities, and drive the common progress of all operating personnel and the completion of work goals.

2. Strive to improve service levels, strive to make a big breakthrough in the service of major customers, group customers, and ordinary customers, actively promote industry information solutions, and highlight our advantages in business and services .

3. In business publicity and marketing promotion work, it is necessary to improve the overall planning ability, make careful plans, make good use of living costs, and ensure that all work is carried out in an orderly manner.

4. Strengthen management, avoid loopholes, ensure the consistency of work goals of each department, and further improve execution.

In the future work, I will cherish the trust and expectations of my leaders and comrades, strive to improve my political and professional qualities, continuously enhance the awareness of the overall situation, responsibility, efficiency and quality, carry forward my achievements, and Overcome shortcomings, do your job conscientiously, and make new contributions to the cause of **.