Experience of China Petrochemical Company's "Four Reforms, Four Innovations and Double Promotion"

At the beginning of the new year, the company launched the "Four to Four Innovations and Two Promotions" activity, which is more advanced, benchmarking, service, brand creation, supervision, efficiency creation, operation creation and success creation, improving the satisfaction of employees and customers, and improving the management level of retail operations. Our gas station takes serving the people as the center, takes the "double satisfaction" of customers and employees as the guidance, practices the service commitment through "four comparisons" and "four innovations", blows the assembly number of "serving the people, striving for Excellence" and achieves tangible results.

"Four to one" strives for the upper reaches. First, our oilers "compare service", understand customer needs and listen to customers' opinions through telephone return visits, and refine and improve various service measures on this basis, improve service quality and service level, and strive to achieve "meticulous service, sincere service, enthusiastic service, efficient service and excellent service"; The second is to "compare skills" to improve the overall skill operation level of the team. Focus on vocational skills appraisal and on-site training, increase the professional skills training of employees, continuously improve their post practice ability, and promote the growth of skilled personnel; The third is "style comparison", establishing a long-term mechanism for government agencies to help the grassroots. On the basis of visiting oil stations by government agencies, establish a cleaning system for oil stations contracted by government agencies and departments, and require government managers to regularly go to first-line oil stations to participate in on-site service, cleaning and hygiene, understand and care about employees' lives, make suggestions for oil stations, and promote the formation of a good atmosphere of "serving the people and serving the grassroots"; The fourth is "performance comparison". The company takes the opportunity of all-staff marketing activities, and under the leading call of team members, all departments and gas stations in various districts give full play to employees' social network resources, encourage all employees to actively visit customers in their spare time, and promote IC cards, non-oil products, lubricants and other businesses.

The "four innovations" refinement measures focus on practical results. With the goal of "creating a window of people's satisfaction, creating a high-quality service brand, creating a professional pioneer and creating a harmonious corporate culture", we have formulated "highlighting three key points", namely, expanding sales, expanding outlets, expanding teams, and "implementing four mechanisms", namely, goal-oriented mechanism, public commitment mechanism, supervision and implementation mechanism, and assessment and encouragement. "Perfect five services", namely gas station service, convenience store service, business department service, lubricant marketing service and grass-roots service, and "strengthen six consciousnesses", namely service consciousness, innovation consciousness, development consciousness, responsibility consciousness, overall situation consciousness and style consciousness. Adhere to the principle that organs take the grass-roots level, cadres take the workers, and party member takes the masses, and form a linkage pattern of "serving the people first, striving for Excellence first" covering the whole region, giving full play to the overall function and role.

It is believed that the promotion activity of "four to four, creating two" will further strengthen the service consciousness of all employees, improve the comprehensive quality, improve the service level and customer satisfaction, and create a good working situation of "catching up with learning, helping each other, promoting each other and pioneering and innovating" to serve thousands of customers.