source: Dazhong daily Author: Yin Kun
"smile service" brand system makes passengers increase year by year, "emotional management" The management innovation let the staff identify "10 meters car is my home", these measures have won the praise of the passengers and the reference of the colleagues to learn, this is the secret of the unique mode of Ji'nan bus. - Zhao Dongyun
[b] passenger satisfaction reached 92.86%
[/b] once, and when Xu Weiyu, the 103 road driver, drove from Yao's site, he saw a girl in her skirt from the side of the path with his spare light. Because of the heavy rain at that time, in order to avoid the accumulation of water on the roadside, the girl shook her handlebars in a panic. Seeing this scene, Xu Weiyu, who was walking side by side, slowed down the car until the girl passed safely. After that, the girl sent a commendation letter to the team: "that day, it was my first time to see a boyfriend, lest the water on the ground soiled her dress. Thanks to a good driver, she took the initiative to reduce the speed until I passed and her mind was as beautiful as her appearance."
deputy director of Ji'nan Transportation Bureau and general manager of the Party committee of Public Transportation Corporation, general manager of the general manager of the Public Transport Corporation, Xue Xinghai, who introduced the "smiling service" activities to strengthen the culture construction of the carriages and guide the citizens to take a train and make the "ten meter carriage" become a civilized, quality, harmonious and mobile moral class and to spread civilization. Window.
the Ji'nan bus, combining the Confucian thought and the bus service, edited and published the bus Analects and the Analects of bus carriage, and carried out the activities of "the Analects of Confucius" into the carriage and the station room. The famous motto in the "bus Analects" was made into beautiful exhibition boards and propaganda paintings, suspended in more than 4000 bus buses all over the city. In the box, the general public can feel the connotation of the Analects in a subtle way, and realize the charm of Chinese classics culture.
in 2004, Ji'nan bus took the lead in carrying out the "Star Management" system. It established a quality evaluation system based on the key indexes such as standardizing service and safe operation. It carried out 5 grades of star service evaluation and management to the driver and bus line, and rated the star and workers in accordance with the service quality of the driver. The income is directly linked. The "Star Management" system was also awarded as the two prize of "national enterprise management modernization and innovation achievement" in 2010.
in recent years, Ji'nan bus has been focusing on improving public transportation service as the key point of business management. It has carried out the "star management, star service" system in an all-round way, and uses sincere service to close the distance between passengers and passengers. When the driver saw the old man getting on the train, he waited for the old man to sit down and drove again. He saw the passenger holding the child and offered to help him find a seat. For a long time, the pilot and the passengers have become friends. During the festival, a friend will send a card and a small gift to the driver. When the rain is windy, some of the passengers who get off the car will help the driver close the window. Among these little things, it is unclear who helped who first.
in May 9, 2012, Ji'nan bus was the first to create a "punctual bus" service in the country, public release of 20 suburban line trip timetable, committed to the arrival time before and after the error of no more than 1 minutes, so that the public travel can be planned, ride with dignity, service level.
in 2012, the passing rate of Ji'nan public transport service reached 96.75%, and the average passenger satisfaction reached 92.86%. The more than 80 year old Liu Wenge old man said: "Ji'nan public transport workers have the spirit to give their passengers wholeheartedly and regardless of personal gains and losses."
[b] "10 meters car is my home"
[/b] "10 meter car is my home" - this is a language commonly heard in Ji'nan public transport workers. They love "comparison". They feel warmer and more comfortable than dedication, skill, service and passengers.
bus repairman Li Hu, in order to ensure the smooth operation of the repair and separation work, resolutely postponed the prescribed wedding date. His gift to his new wife is special. It is the outstanding achievement of the first bus technology competition and the title of "chief repairman" of Ji'nan public transport.
Xue Xinghai believes that the essence of enterprises lies in people. How to use good people is the most important part of enterprise development. To this end, they have carried out the reform of the institutions, the cadre system, the employment system and other aspects, widening the use of human channels, increasing the training of staff and workers, and building a competent and efficient staff team. At present,
Ji'nan bus has done the article on the "mood management" and implements the dynamic management form. By making the driver's mood index "barometer", establishing "BRT post station", setting up the "woodpecker" small team, opening the "intimate elder sister" hotline, setting up the "adjustment room for staff and workers", introducing the three rhythm of "human body clock". Observation and prevention and control mechanism, the establishment of "Captain mailbox" and the staff psychological health counseling hotline, the establishment of psychological training system and the "emotional management" problem solving files and other forms, so that workers can be in a comfortable and happy atmosphere to carry out work.
winter is the most difficult and busiest period of the year in the public transport industry. Cold weather, ice and snow attack, short day and night, etc., increased the difficulty of operation. In the event of heavy snow, the managers stayed in the motorcade all night, and the 45 youth commandos went to the slippery section in the morning to clear the snow and spread antiskid sand; the driver arrived at least half an hour early to prepare for the car. Public transit people use love to drive out the cold, so that the warm sun in winter is rippling in every carriage. It serves as a bridge of understanding and friendship between the passengers and the driver with their own true feelings.
Ji'nan bus also pays great attention to creating a comfortable and warm working environment and a rest environment for workers and workers, so that workers have a sense of happiness in their work, a sense of belonging in life, and a sense of pride in society.
"only improves passenger satisfaction and" smiling service "in an all-round way. Xue Xinghai introduced, to this end, they expanded the "smile service", from one car in the feelings and edge, extended to "people's livelihood", "harmonious public transportation", the creation of the Ji'nan bus brand.