Summary of Personal Work of Railway Passenger Transport Since 20xx, under the correct leadership of the Party chief of the station, the passenger transport department has closely focused on the transportation production objectives, paid close attention to the daily basic management, improved the management system, earnestly carried out various safety special activities, focused on the effective control of on-site operations, and focused on key tasks, achieving a double harvest of safety benefits throughout the year. At the same time, with the activity of "shaping tree signs" as the carrier, the service quality and professional quality of all passenger transport cadres and workers in the station have been comprehensively improved, and fruitful results have been achieved. In the whole year, the number of passengers sent was10.02 million, and the ticket income was 6665438+0.8 billion yuan.
First, the annual work performance appraisal:
1, improve the management system, starting with the whole chapter establishment. In May, the passenger ledger, regulations, plans and management systems were re-formulated, and detailed passenger management rules, operating standards and procedures for passenger posts, and emergency plans for abnormal situations were compiled. In addition, the focus is on "firing" inertia violations of labor discipline and operational norms in daily work. For example, the scope of "general violation" has been revised in view of problems such as irregular dress, leaving the post without permission, evasion of tickets, untimely shuttle service, insufficient inspection times in the waiting room and low quality. , and asked the staff on duty in the waiting room to strengthen inspections. Inspectors should find and persuade smokers to enter the smoking room in time, and find key passengers to take care of them, and implement them according to the regulations. Every month, the personnel on duty should be quantified and strictly assessed. In view of frequent shifts and continuous shifts, and some employees' fatigue work has potential safety hazards, the department has formulated the Register of Staff Shift and Continuous Shift, which requires shifts at most once a month, and reported to the team leader or passenger transport supervisor for approval in advance. Through a series of perfect management systems, it has played a positive role in building a security line and standardizing daily management.
2. Consolidate basic safety management to ensure the effectiveness of special rectification. Since the beginning of this year, the department has earnestly carried out various activities such as "eight inspections and four rectifications", "safety inspection reflection", "national safety production month" and "special safety rectification" in accordance with the requirements of superiors. In order to lay a solid foundation for safety and organically combine with various activities, the Ministry has continuously updated safety education through blackboard newspaper, shift change, departmental meetings and other forms, and made safety regulations deeply rooted in the hearts of the people and achieved practical results. In addition, for different activities, I stand in combination with the actual situation of this site, and the focus is also different. During the "Eight Inspections, Eight Rectifications and Four Strengthening" activities, the management of "cutting", the management of horizontal aisles and the management of key posts in key periods were strengthened, and the Measures for the Management of Station Closure and the Measures for the Management of Station Horizontal Aisles were formulated. In view of the "eight investigations", learn from the past experience, adopt the method of rectification while checking, take every problem found seriously, and ensure that all problems have rectification measures, responsible departments and responsible persons, and have a rectification period and time to cancel the numbering. 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; During the activities of "eight inspections, eight rectifications and four enhancements", the passenger transport department * * * found 18 safety hazards and problems, of which 16 problems were solved by the station itself, and 2 problems were beyond the scope of the station's authority and needed to be reported to the depot for solution. Through serious special rectification activities, ensure the continuous and controllable daily work.
3, pay attention to business training, and comprehensively improve the quality of employees. Passenger transport is the window and image of the station, so we must pay attention to the improvement of the comprehensive quality of employees. The station pays close attention to the "compliance" 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. The department organized a competition for reaching the standard with full participation, and produced a group of models and business experts through actual combat drills and technical competitions. In this year's passenger transport technology competition in the depot, we won the championship at one fell swoop and won the first place in all passenger transport groups and all passenger transport types. Grasping the construction of "three standards" from management and assessment, through strict management assessment, cadres can strengthen the execution of standardized operations and employees can enhance their consciousness of standardized operations.
4. Make clear the key points of 4. 18 to ensure the smooth implementation of the new drawings. According to the requirements of the higher-level speed-up map adjustment document and the overall deployment, the station leaders attach great importance to it and personally take the implementation of the new map as the current key work. All employees should be trained to ensure that employees can effectively grasp the situation of speed increase and map adjustment. Detailed training plans and arrangements have been made. On March 22nd, the cadres and workers of the passenger transport system of the whole station were trained in the sixth speed-up map adjustment and the new Technical Regulations and Operating Regulations, so that the workers were familiar with the number of trains, the formation of trains, the arrival and departure time of this station, and the operation contents. , to prevent mistakes. Ensure that the organization is orderly. First, the station requires the passenger transport operation department to do a good job in traffic organization, passengers getting on and off, ticket sales and so on according to the changes in the new map during the map adjustment period. In case of unexpected events (such as missing passengers and disorder caused by train schedule adjustment), we should respond quickly and deal with them decisively to ensure the smooth implementation of speed-up map adjustment. Second, it is stipulated that the planning department should convey the dispatching order to the relevant departments in writing and sign it in writing after receiving it. Third, in order to plan transportation well and ensure orderly ticket sales, the station clearly stipulates the organizational principles and methods of receiving orders by special personnel, reviewing the grouping by special personnel, ticket amount, station order, reviewing orders and input plans by special personnel, and re-checking by competent cadres, so as to achieve accurate operation at the source.
5. Take the activity of "shaping tree signs" as the carrier to comprehensively improve the quality of passenger service. In order to make the activity of "shaping tree markers" effective, I stand on the main line of implementing the responsibility system of "first asking and first suing" and earnestly implement it. "First inquiry and first complaint" means that the first responsible person should be responsible for giving detailed and patient answers to passengers' inquiries and complaints, or introducing them to relevant departments or pointing to relevant places, giving timely answers to passengers 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 station attaches great importance to it. According to the actual situation of this station, this "Station Management Measures" system is formulated. The station conducts business skills research and training on how to receive passengers' inquiries and complaints, strictly examines the system, solves problems for passengers in time, and provides high-quality and fast service. At the same time, the stationmaster on duty is required to pay attention to the working methods when accepting complaints from passengers, be patient, considerate and sincere, and truly treat passengers as relatives. During the two golden weeks, there were 3 complaints from passengers who were dissatisfied with our information service, down 60% year-on-year. The satisfaction rate of complaining passengers reached 100%, and zero complaints from experienced passengers were realized.
6. Serve the "Eight Arts" event to show the good image of the railway. Since June 65438+ 10, in order to do a good job in the reception of the sub-venue of the "Eight Arts Festival", according to the unified arrangement of the train depot, we have made preparations in advance, taken charge of the ticketing work and the reception service for the returning guests by train, and achieved warm reception, careful arrangement and caring service, ensuring the happiness and satisfaction of all the distinguished guests by train, and successfully completed all the organizational work of the "Eight Arts Festival". In order to ensure the demand for VIP return tickets during the Eighth Art Festival, it is far from enough to rely only on a small number of tickets at the station. After taking the initiative to report to the chairman of the Eighth Art Festival, the relevant leaders of the station and the city personally went to the Railway Bureau to report the situation to the leaders of the Railway Bureau and ask for support. The station arranged for the director of passenger transportation and the planning department to contact the organizing committee in advance every day, made statistics on the tickets required by the participants, and carefully worked out the ticket purchase plan. Those that could be solved by the station were planned in advance, and those that could not be solved by the station were immediately reported to the ticket center of the bureau, and special windows were arranged to fully meet the demand of saving tickets for the Eighth Art Festival, and the participants' return work was well done in a high-quality service and convenient way, which was highly praised by the organizing committee and city leaders. During the 8th Art Festival, * * * received 38 batches of return VIP tickets, involving 685 people.
7. Strengthen comprehensive management, beautify and purify the surrounding environment. First, environmental sanitation. The station employs an environmental protection team to be fully responsible for the sanitation of all business premises, and requires employees to be responsible for the sanitation of their posts, so that the station is clean and tidy, the windows are bright and clean, and spare parts are put in place. Secondly, strengthen equipment inspection and maintenance. The passenger transport department carried out two comprehensive inspections of the passenger station building, waiting room and equipment and facilities, reported the problems found to a special person for renovation in time, replaced the floor in the ticket office, and repaired the roof leakage of the waiting room, private room and ticket office; The passenger tea drinking stove was thoroughly cleaned, descaled and disinfected; Air conditioners and heaters in the post and waiting room have been renovated and maintained. In addition, the fire-fighting facilities and equipment of the whole station are inspected, and potential safety hazards are found and rectified in time. In the overall evaluation of health stations in June, our station was rated as "advanced health station" because of its outstanding work.
Second, the existing problems:
1. The basic management of passenger safety needs to be further improved and strengthened. In particular, it is necessary to strengthen the study and education of passenger safety regulations and safety business.
2. The overall quality of the labor force needs to be further improved. The overall quality of employees varies greatly. For new comrades, we should also strengthen the education and training of professional knowledge and service standards, and for old comrades, we should also ask them to do a good job of mentoring, strengthen political and professional study, and constantly improve the quality of service.
3. There are hidden dangers in comprehensive management. At present, the station is not completely closed, and there are still a few idle people coming in and out from both sides of the station, which disrupts the normal passenger safety. It is necessary for passengers and public security to cooperate closely and take measures to prevent blind flow from entering the station at the source and maintain order in the station. Under the correct leadership of the station leaders, targeted rectification is carried out to solve the above problems, and efforts are made to improve the overall level of passenger transport in the station by strengthening safety management, strengthening quality education and strictly standardizing operating standards. On the basis of learning from previous years' experience, we will foster strengths and avoid weaknesses, and strive to create better social and economic benefits in 2008.
Personal Work Summary of Railway Passenger Transport Part 2 1. Strengthen safety awareness and improve employees' understanding of safety work ideologically.
To completely realize safety without accidents, only by firmly grasping the ideological source and improving employees' understanding of safety work can we act quickly, take effective measures and truly implement the rules and regulations. First, carry out education with the theme of "ensuring safety, quality, stability and promoting development", so that cadres and workers can fully realize the importance of safe production, keep a clear head at all times, regard safety work as the top priority, treat it equally, impartially and unswervingly. Second, when arranging work, carrying out work and inspecting work, we should carry out safety work throughout, forming a strong atmosphere of "safety first" and forming a kind of "leader who does not talk about safety is not a competent leader; Workers who do not pay attention to safety in production are not qualified employees. The third is to correctly use the incentive mechanism, give full play to the subjective initiative of employees in safety production, and let employees feel that they are the masters of the enterprise, so as to transform their personal needs and behaviors into railway transportation safety and consciously make suggestions for transportation safety.
Second, strengthen safety education and professional training, and build a high-quality workforce.
The comprehensive quality of employees is a true reflection of the foundation and level of station safety management. Therefore, to strengthen safety management, we must firmly grasp the quality of employees, strengthen their safety awareness and professional ability in a targeted manner, and fundamentally consolidate the foundation of safety management.
(1) Strengthen the study and training of management cadres. Make it have strong professional basic knowledge, be able to handle the technical problems of on-site production independently, and develop towards professionalism, specialization and versatility.
(2) Strengthen safety education and enhance employees' awareness of safety responsibility and hardship. Seize all kinds of accidents in different periods and organize large-scale discussion, reflection and education activities in a targeted manner; Combined with the notification on the handling of serious violation of regulations and the serious problems existing in our unit, we will guide employees to fully reflect on the deep-seated causes of the problems, fully understand the serious harm caused by accidents, dangerous situations and violations, fully understand the serious attitude of the station to the handling of violations, be really touched ideologically, eliminate paralysis and fluky psychology, enhance the consciousness of obeying rules and disciplines, and fundamentally reverse the problem of weak safety awareness and lax for two years.
(3) Pay attention to the handling of abnormal situations and improve the emergency response ability of employees. In view of the common problems encountered in abnormal operations, employees are organized to carry out simulation drills and technical contests, and key positions and employees are trained to improve their practical skills.
(4) Pay attention to practicality and personnel quality, and strengthen daily business study and training. Highlight the foundation on the training content, focusing on the business knowledge necessary for key operations, and strive to improve the practical ability of employees to apply what they have learned. On the training object, we should emphasize the whole staff, adhere to the principle of full participation, strive to improve the overall quality, and focus on helping employees with poor business foundation, so that every employee can become a "reassurance" in his post.
(5) Pay attention to post practice training. The first is to carry out on-the-job training. Organize cadres and workers to carry out business training and on-the-job training in the form of "one question per class, one practice per month and one test per quarter" to learn and master new knowledge, new equipment, new regulations and new standards. Second, choose typical trees that have not violated regulations all the year round, vigorously publicize them, refute those fallacies and heresies that violate regulations with facts, and prove that "zero violation" can be done with facts. At the same time, top professional skills and advanced teams are selected for demonstration performances, and employees are organized to observe, so that employees can see what high-standard operation is, how to operate with high standards, standardize operation behaviors, and make habits conform to standards. The third is to reuse advanced pacesetters. Linking the study and training of cadres and workers with the selection and appointment, organizing the selection and commendation of "safety star, business star, management star and service star", giving priority to workers' stars in the selection of technical personnel, forming a strong atmosphere of learning business, comparing business and discussing heroes with business, and constantly improving the professional quality of cadres and workers.