Hangzhou Public Transport Group Co., Ltd. is a comprehensive enterprise with10.5 million employees, mainly engaged in urban public transport and passenger transport services, as well as taxi, car rental, auto repair, automobile manufacturing, auto parts and fuel supply, tourism, advertising, real estate, property management, printing and other businesses. The group company * * * has 65,438+04 unincorporated branches and units, 65,438+05 wholly-owned subsidiaries, 65,438+02 holding subsidiaries, 2 flat-share companies, 65,438+03 joint-stock companies and 2 joint ventures. Total assets reached 2.526 billion yuan. In the past five years, we have actively implemented the strategy of rejuvenating the company through culture. Starting with strengthening the publicity and education of corporate cultural knowledge, we have formulated and implemented a five-year development plan for cultural construction. According to the "three-step" implementation strategy of building corporate cultural framework, introducing CI identification system and establishing cultural models, we have actively used advanced culture to unify our thinking, establish our beliefs and unite our employees. Open up the market with advanced culture, innovate and develop, and optimize services; Strengthening management with advanced corporate culture, improving efficiency and actively constructing a cultural management mechanism adapted to modern public transport have injected strong vitality into the sustained and healthy development of public transport in Hangzhou, showing a good development momentum. The main economic indicators of enterprises have been greatly improved. The number of operating lines increased from 1 14 in 1998 to 393, and the number of standard operating vehicles increased from 1670 to 4,696. The total length of operating lines has increased from 142 1 km to 541km. The average daily passenger traffic is 2,420,900 passengers. The number of buses per 10,000 people has reached 23 standard units, and the bus travel sharing rate is about 20%. The pace of innovation and development of enterprises has been further accelerated, with 3,379 air-conditioned vehicles, accounting for 7 1.95% of the vehicles operated by the Ministry of Transport. We will continue to expand and improve the development and application of information management systems such as intelligent dispatching (DIMS), vehicle management (BIMS) and IC card refueling, and consolidate and improve information achievements such as office automation, bus websites, voice service platforms and electronic stop signs. New progress has also been made in building spiritual civilization in enterprises. It has successively won the honorary titles of Hangzhou Civilized Industry, Zhejiang Province and the National Advanced Unit for Creating Civilized Industry, National "May 1st" Labor Award Collective, National Advanced Unit for Statistical Information Work of Urban Public Transport Industry, 28th National "March 8th Red Flag Collective" and 38th National Urban Public Transport Civilized Line. ..

The report of the 16th National Congress of the Communist Party of China clearly pointed out: "To build a well-off society in an all-round way, we must vigorously develop socialist culture and build socialist spiritual civilization." Enterprise culture is an important part of socialist culture. Strengthening the construction of enterprise culture and cultivating excellent enterprise culture is the cornerstone of enterprise survival under the condition of market economy and an important driving force to promote enterprise modernization. In recent years, in the process of deepening reform and accelerating development, Hangzhou Public Transport Corporation has always adhered to the guidance of Theory of Three Represents, set out from the direction of cultivating Socialism with Chinese characteristics's corporate culture adapted to the modern enterprise system, and attached great importance to the construction of corporate culture from the strategy of modernization of public transport enterprises. And actively explore and practice the construction of corporate culture system that keeps pace with the times, implement cultural management, continuously improve the overall quality of enterprises, and enhance cohesion, centripetal force and competitiveness.

First, adhere to the correct direction of cultural construction under the guidance of Theory of Three Represents.

Enterprise culture is an organic and important part of social and cultural system, and it is also the core content of socialist spiritual civilization construction. In this regard, in practice, we always adhere to the guidance of "Theory of Three Represents" theory, organically combine strengthening corporate culture construction with strengthening corporate spiritual civilization construction, organically combine with strengthening corporate party organization construction, organically combine with strengthening corporate ideological and political work, and organically combine with improving employees' ideological and moral quality, and grasp the direction and content of corporate culture construction with the principle of "three services", that is, corporate culture construction should always serve the development of productive forces and the fundamental interests of the overwhelming majority of people.

Two, combined with the actual establishment of the main line of public transport enterprise culture construction, promote cultural management.

(1) Formulate corporate culture development strategy and promote enterprise modernization.

Since 1998, Hangzhou public transport has always adhered to the reality, closely focused on the implementation of the strategy of "building a metropolis and a new paradise" by the municipal party Committee and the municipal government, and the cultural atmosphere of "open atmosphere, exquisiteness and harmony", and combined with the market environment and policy environment of Hangzhou passenger transport, it is strengthening the organization and leadership of corporate culture construction and listing it as the "number one" project. According to the development strategy of production and operation, talent strategy and spiritual civilization construction of Hangzhou public transport, a five-year plan for the construction of enterprise culture is formulated and implemented, and a framework for the construction of enterprise culture with Hangzhou public transport characteristics is gradually established, and an operational three-level planning implementation plan is formed to realize synchronous planning, synchronous arrangement and synchronous implementation with the strategic objectives of enterprise development. By establishing the principle of "people-oriented, self-shaping, highlighting characteristics and bold innovation", taking the cultivation of employees' quality and the transformation of enterprise environment as the starting point, and adopting the method of organically combining enterprise culture construction with strengthening enterprise management, strengthening enterprise ideological and political work and increasing spiritual civilization construction, the enterprise culture model under public transport is actively constructed.

(2) Cultivate and bring into play the role of entrepreneurship education and cohesion team.

The enterprise management concept and enterprise spirit produced by public transport enterprises in passenger transport production and service activities have strong cohesion, appeal, guidance and binding force on enterprise employees. In the construction of corporate culture, we always adhere to the work around the corporate center, take cultivating and strengthening the service concepts of "serving passengers, satisfying passengers" and "bus service, the truth is with you" as the core, actively adopt the central group learning system, carry out situation and task education, hold a big discussion on "starting a business in Hangzhou, taking public transportation first", and educate party member's advanced nature, focusing on world outlook, outlook on life and educational methods. By setting up typical and advanced models and promoting righteousness, it will play a leading role in demonstration. At present, Hangzhou public transport has a large number of model workers, pacesetters and advanced collectives at different levels and positions at the national, ministerial, provincial and municipal levels and within the head office. And through in-depth and sustained activities such as "* * * producing party member duty car (post)", creating "Youth Civilization" and creating "Women's Demonstration Line (post)", we will give full play to the demonstration and exemplary role of young party member in optimizing services. According to statistics, the company has K555 duty vehicles (teams, teams and posts) in party member, 3 national demonstration posts for women's achievements, 6 provincial demonstration posts for women's achievements, 27 municipal demonstration posts for women's achievements, and the national, provincial and municipal "Youth Civilization" vehicle group (post) 1. At the same time, through advanced publicity and education such as "learning from Li Suli, learning from 16 road" and "learning from the national model workers Kong Shengdong and Chi Lihua around us", and inviting the model workers and the top ten employees to give reports and speeches on their work deeds, employees were guided to learn advanced, based on their posts, and consciously established a sense of service, which promoted the further improvement of employees' quality.

(3) Strengthen employees' professional ethics education and professional technical training to promote the improvement of service level.

Professional ethics and code of conduct are the foundation of corporate culture and an indispensable part of corporate culture construction. Over the past few years, we have conscientiously implemented the "Outline for the Implementation of Civic Morality Construction" and strengthened the construction of professional ethics in combination with the characteristics of the public transport industry. Combined with the reality of public transportation, various forms of civic moral construction practice activities have been carried out, and teaching materials such as the Employee Professional Ethics Learning Manual have been compiled, and employees have been organized to receive training and education in professional concepts, professional attitudes, professional skills, professional discipline and professional ethics in stages. The education coverage rate reached 98%, and the key training rate reached 35%. Through the implementation of the Outline and the Three-year Plan for the Construction of Staff's Professional Ethics of the Head Office, the staff's professional ethics handbook was publicized, the CD-ROM of professional ethics education was watched, the theme education of "Prospering the Bank with Integrity" was carried out, advanced models were demonstrated and guided, and a professional ethics demonstration base was built, which improved the staff's professional ethics quality and improved the quality service level.

Since 1996, we have also organized a large-scale technical training competition for all employees every year, which has formed a good atmosphere of "10,000 people training, 1,000 people participating, 100 experts and 10 pacesetters". The head office is willing to participate in the employee post training competition, carefully organize, focus on the work of the enterprise center, adjust measures to local conditions, and carry out various good activities from beginning to end. Grass-roots units have also started training courses on the use of Putonghua and etiquette services that are close to service, popularized Li Fanghua's operation method, formulated incentives for employees' continuing education, and done a good job in skills training for young employees, so that all employees can be closely integrated with skills training activities. Every year, more than 90% employees receive no less than 20 hours of professional education, and more than 2,000 employees receive no less than 40 hours of technical and business knowledge training. After strict examination, there are 50 technicians and guide drivers, 272 senior workers and 879 intermediate workers, which have become the backbone of passenger transport production and vehicle maintenance in Hangzhou and laid a solid human resource foundation for bus modernization.

(4) Strengthen the introduction of CIS to improve the image of public transport enterprises.

Corporate image is the main carrier of corporate culture. In recent years, we have gradually refined and popularized the concepts of "bus priority, excellent" and "bus service, true companionship"; Complete the design and application of enterprise logo and basic elements of CI, formulate relevant documents such as "Regulations on the Application and Management of Enterprise Logo of Hangzhou Public Transport Corporation", increase the introduction of market service marketing and CI design, improve and standardize the enterprise spirit system, so as to continuously enhance employees' sense of identity and belonging, and further optimize the corporate image. At the same time, by actively implementing the "excellent highlights" project, we will deepen the construction of corporate culture, enhance corporate image and corporate cultural taste, and inject new cultural connotations into public transport services. Focus on the activities of "four modernizations, three excellent uses and one satisfaction", that is, the service process is programmed, the service management is informationized, the service quality is standardized, and the service management and control is institutionalized, so as to create a high-quality service, a beautiful environment and a good order, so that drivers can drive and serve attentively. Carry out standardized services with the basic connotation of "six cleanness, five persistence, four reassurance, three punctuality, two stability and one unity".

(5) Create a good working atmosphere and actively carry out colorful cultural and recreational activities.

In order to meet the requirements of modernization and marketization, we should improve the organizational environment, humanistic environment, business environment and psychological environment of enterprises, create healthy public relations and interpersonal relationships, and care about the quality of life of employees by organizing the training of employees' cultural quality, labor skills, artistic accomplishment, aesthetic level and noble sentiments every year. Set up workers' art troupe and other art groups to carry out celebration parties, knowledge contests, speech contests, hosting competitions and other activities to enrich the cultural life of workers. The art troupe of the head office has participated in many provincial and municipal cultural performances and won awards.

Third, solve the hot and difficult problems in the survival, development and service of public transport with cultural ideas, expand the service market and improve the service level.

In recent years, with the development of social economy and the acceleration of urbanization, the people's requirements for public transport services are getting higher and higher, and the service demand is diversified. In this regard, we build a management and marketing culture that meets the needs of passengers according to service requirements.

1, adhere to the "two new and one excellent" mechanism as a breakthrough, and accelerate the reform of development mechanism. In order to speed up the development of public transport, in recent years, with the support of the government's priority policy, Hangzhou Public Transport has actively advocated the business philosophy of "public transport priority must be excellent", constantly improved the "two new and one excellent" mechanism with "new cars, new lines, new prices, high quality and excellent prices" as the core driving force, and adopted financial leasing, "borrowing chickens to lay eggs", investment cooperation, joint venture and equity participation to speed up the development of public transport. The grade of vehicles has been significantly improved, and the number of air-conditioned vehicles has reached 70.38%, and automatic transmission devices have been widely used. The number of buses in the city has reached 23/10,000, and the ratio of people to vehicles has reached the advanced level of domestic counterparts.

2. Insist on marketing services as products. While speeding up development and increasing investment, we should actively introduce the concept of service marketing, aim at satisfying the people, according to the characteristics and requirements of urban development, according to the travel needs of citizens at different levels, such as basic travel, auxiliary travel and enjoying travel, and according to the principle of "from passenger flow to business flow", adhere to "people-oriented", subdivide the service market, speed up network optimization and transformation, and launch personalized services. In recent years, Hangzhou public transport has successively opened more than 50 special lines, such as peak express line, holiday line, sightseeing line, overnight line, campus line, shopping line, telecommunication line, community bus and (quasi) bus rapid transit, etc. 150, to build a convenient and fast public transport network to meet the travel needs of different levels.

3. Cultivate the concept of "service begins with communication" and persist in taking the opinions and suggestions of the people as the driving force for optimizing services. In recent years, Hangzhou Public Transport adheres to the principle of passenger satisfaction, actively advocates the service concept of public transport service accompanying your bank, and attaches great importance to communication with the government, all walks of life and passengers while accelerating development. Actively build a "trinity" information dissemination service consulting platform consisting of 8519122 hotline, Hangzhou public transport website and "Hello, Public Transport" column jointly organized with Hangzhou Economic Voice Radio Station. The investment of 85 19 1 122 hotline has been expanded from the original four telephone lines to 10, and artificial intelligence technology has been adopted, so that the average daily processing capacity has increased from more than 250 to more than 400. Improve the management of public transport websites in Hangzhou. By increasing the amount of information released, speeding up the reply of BBS and increasing the mutual assistance function, the number of website hits has increased from more than 20 times a day to about 9,000 times at present, with the highest click rate reaching more than12,000 times. The response time of online BBS was shortened from more than half a month to about 3 days, and the response rate reached 100%. Jointly launch "Hello, Bus" and "Bus Express" columns with Hangzhou Economic Voice Radio Station, and timely deliver bus service information to passengers through radio and car radio stations, so as to facilitate citizens' travel and improve service quality.

Fourth, with innovative corporate culture, intensify innovation and enhance the development advantages of enterprises.

A vibrant corporate culture must create a good environment for enterprise innovation. In recent years, Hangzhou Public Transport Corporation insists on taking innovation as an important measure and internal requirement to adjust enterprise behavior, deepen enterprise reform and keep pace with the times, closely surrounding the core content of public transport service, taking concept innovation as the guide, system innovation as the premise, technology innovation as the carrier and management innovation as the guarantee, and actively constructing enterprise innovation system. And through the establishment of training centers, enterprise party (government) institutes and more than 10 learning management systems, we will create an environment that supports innovation, participates in innovation and encourages innovation. Through the annual discussion on emancipating the mind and renewing ideas, we will build a learning exchange mechanism between the head office and grass-roots companies, learn theories, unify our thinking and improve our ability to accept new things. It is under the support of these concepts and mechanisms that Hangzhou public transport has a good environment and conditions for innovation in recent years.

1. Infiltrate the concept of intellectual management into enterprise management and accelerate the reform of enterprise management methods and means. Modern public transport enterprises need modern management. In recent years, we have actively introduced and introduced modern scientific management methods and means. Focus on information construction, increase investment, expand and improve the development and application of information management systems such as intelligent dispatching (DIMS), vehicle management (BIMS) and IC card refueling, and consolidate and upgrade information achievements such as office automation, bus websites, voice service platforms and electronic bus stops. 3,478 GPS vehicle terminals were installed. Xindong Communication Mobile TV has installed 1723 vehicles, with rich programs and enhanced interactivity, and has become a platform for promoting public transportation. Combined with urban road construction, the number of electronic stop signs reached 426. The comprehensive information technology of BRT 1 Line (B 1) has reached the advanced level of domestic counterparts. The material management system of auto parts realizes the information networking of each supply station. A mechanism that advocates science, actively introduces advanced management concepts and means and boldly innovates is gradually taking shape.

2, around the operation service, adhere to the passenger-oriented, increase environmental transformation and the introduction and application of modern scientific and technological equipment, accelerate the modernization of public transport equipment and facilities. Environment is the carrier of corporate culture, and it is also an important focus for corporate culture to play a role in the construction of two civilizations. In this regard, in recent years, Hangzhou Public Transport has attached great importance to the transformation of public transport environmental facilities, actively adopted diversified investment and financing channels, and built BRT Line (B 1), Xiasha Industrial Park Station, Fuxing Public Transport Center Station, Zhejiang University Foundation Center Station, Xiaoheshan Center Station, Sandun Dongjia Road Temporary Station and Xiasha Station on the basis of an investment of 65.438+700 million yuan. The relocation of Wansongling parking lot was basically completed. Other projects are entering the preliminary stage. Land acquisition is 64 1.85 mu, with an investment of 250 million yuan in 2006. At the same time, we will continue to increase the introduction and transformation of vehicles and other hardware facilities, accelerate the introduction and transformation of air-conditioned vehicles, vehicles with continuously variable transmission devices, and vehicles with emission standards of Euro II and above, and improve the level of bus hardware facilities.

In recent years, Hangzhou public transport has done some work in corporate culture construction, which has played a certain role in promoting the reform and development of enterprises. However, compared with advanced enterprises in this city and the whole country, there is still a big gap. The knowledge and understanding of corporate culture construction need to be further deepened, and the concepts and methods in corporate culture construction need to be further improved. To this end, we will conscientiously implement the spirit of the 16th National Congress of the Communist Party of China and Theory of Three Represents, further strengthen the construction of corporate culture, closely focus on the work of the enterprise center, continue to adhere to the business philosophy of "giving priority to public transport and ensuring excellence" and the service concepts of "public transport service, sincere companionship" and "serving passengers and satisfying them", and strengthen the cultivation and refinement of the entrepreneurial spirit. Comprehensively deepen the construction of corporate culture, actively promote cultural management, constantly improve corporate culture, and accelerate the modernization of public transport enterprises in Hangzhou.