How to write the year-end summary

(D) Pay close attention to quality services and establish a corporate image.

This year's service work focuses on implementing two major projects, promoting three major brands, strengthening team building, improving service level and reducing "two rates" (off-line rate and complaint rate). Adhering to the service concept of "the customer's business is the biggest business", the company's customer service has undergone great changes by improving the service system and process and strengthening supervision and assessment. As of 10, the customer service center * * * handled 896,726 user queries; 795 1 piece of user complaints were accepted, and the response rate of user complaints reached 100%. The satisfaction degree of complaint handling reached 90%, and there was no major justifiable complaint. The average connection rate of comprehensive seats 100 10 is 96.72%, that of VIPs is 97.05%, and that of provinces100/0/0 is 90%, 100655. In June 2005, 5438+ 10, the provincial customer service quality assessment report showed that the comprehensive assessment score of service quality was 1 1.73, ranking first in the province. We have mainly taken the following measures:

First, the first question responsibility system is implemented. The service consciousness of employees in the company has been enhanced, and the phenomenon of buck-passing among departments has been significantly reduced. The good atmosphere that the front desk revolves around customers and the background revolves around the front desk is gradually forming.

The second is to promote the "three major brands" and improve the reputation of China Unicom. In order to improve the social awareness of the "three major brands", the company has carried out various publicity activities, such as: caring for customers, sincere service, 3. 15 "caring for customers, making promises", "inviting you to evaluate your work style and be satisfied with China Unicom", 5. 17 Telecom Day and other activities. In this year's work style evaluation questionnaire, our satisfaction has been greatly improved compared with last year. Public service industry ranks 1 1, telecommunications industry ranks second, and service satisfaction rate ranks second in public service industry. At the same time, in order to deepen the image of "Everyone Connected" and promote the promotion of word-of-mouth, the professional ethics evaluation was taken as an opportunity to carry out in-depth extended evaluation activities, and the evaluation results were combined with the annual evaluation of the department, which obviously enhanced the service awareness of the employees of the department and made the corporate word-of-mouth enter a benign development stage.

The third is to improve the training system and improve the training effect. This year, the customer service department has set up 100 1 full-time trainers. The directors of the business management center and the high-end maintenance center are all county trainers, and the county directors and team leaders are all three-level trainers. Through centralized interactive teaching, before and after going to work, * * * focused on training business hall directors 10 times and maintenance center leaders 5 times. At the same time, three pre-job courses were conducted. In September this year, the company launched the "Unicom Angel" service brand. With the requirements of "standardization, enthusiasm, professionalism and taste", we openly recruit a group of customer service personnel with good image and temperament, and after a month of closed training. They wear uniform clothes and signs, and show Unicom's excellent service with the image of "extraordinary and refined". Through the above measures, the business knowledge of the front-line service personnel in the window has reached standardization and unification, the training effect has been significantly improved compared with the past, and the customer satisfaction has been greatly increased.

Fourth, a social supervision system has been established. In the first half of the year, 1 1 social supervisors were re-employed according to the requirements of various provinces. And organized a symposium for supervisors, issued letters of appointment, formulated the "Measures for the Appointment and Management of Social Supervisors in 2005", and trained social supervisors.

Fifth, customer maintenance and telemarketing have been strengthened. Maintaining and retaining customers is an important task in service work. We first set up customer files and customer information. In order to do this work well, the company has increased the number of maintenance personnel and strengthened the guidance for county maintenance, which has played an important role in reducing the off-grid rate. At the same time, it also strengthened telemarketing and return visits, and * * * paid a return visit to new users and successfully registered value-added service users.

(5) Strengthen network construction and improve the quality of operation and maintenance.

Optimize network construction and improve the quality of operation and maintenance. In this year's network construction, we adhered to the guiding ideology of ensuring safety and smoothness, based on existing equipment, strengthened network optimization construction, ensured smooth lines and high-quality coverage, and greatly reduced customer complaints.

First, careful maintenance to ensure smooth flow. This year, with few maintenance personnel and weak technical force, the majority of maintenance personnel have several jobs, often working overtime, and strengthened line inspections, especially in busy agricultural areas and areas with engineering construction, and implemented key inspections and special personnel to keep an eye on them, and held maintenance meetings many times to clarify maintenance responsibilities. Intensify publicity to protect the people along the optical cable. At the same time, during the "5. 17" period, joint forces, long bureaus and other units held special press conferences. Under the care of the municipal party committee and the municipal government, an internal public telegram was compiled and issued, which required the construction unit to pay attention to line safety, effectively reducing the line failure rate.

The second is to design rationally and strengthen the transformation of the line. 1, and complete the large-scale transformation of access routes for backbone nodes in nine counties. 2. If there are many base stations passing by in the city, re-networking will be arranged. 3. Build a local network transmission 2.5G expansion project. 4. The expansion of 4.IP gateway and front-end switch increases the capacity of data network. 5. Organize and maintain institutions to standardize local network lines according to provincial requirements.

The third is to strengthen the maintenance and expansion of base stations. According to the utilization of network wireless resources, adjust the configuration of base stations. During the "Double Festival" period, some township base stations were expanded. In April, in view of the exercise of Queshan troops, the nearby base stations were expanded, and the inspection and handling of the base station antenna feed system were strengthened. Some base stations were rectified, which effectively expanded the coverage and improved the voice quality.

Fourthly, the maintenance quality of G network and C network switches is improved. Six 2M circuits from G network to Zhengzhou T Bureau were opened, four 2M circuits to comprehensive gateway office and eight 2M relay circuits to ZTE BSC4A interface were added, and the 1 2M interconnection circuit from G network to mobile company was added, and the capacity of G network VL was expanded by mixed ratio electricity.

Fifth, the cost control of base stations has been strengthened. Mainly in the control of base station electricity charges. In February, we measured the electricity consumption of each base station by using the standardized rectification of base stations, and on this basis, we formulated the electricity charge standard of base stations, assessed the electricity consumption of base stations, and put an end to the leakage phenomenon.

The billing system keeps pace with the company's business development. In order to meet the needs of users, we cooperated with provincial departments, successfully completed the handover and testing of the new accounting system, improved the upgrade of billing software and strengthened the management of comprehensive accounting numbers. At the same time, it provides business analysis data for the company in time, which provides strong background support for the healthy development of the company.

(six) the implementation of refined management, improve the ability to support.

This year, the management of the company adheres to the management ideas of customer-oriented, grass-roots oriented and frontier-oriented, with the goal of realizing the company's profits, strengthening the execution and support, and strengthening the style construction and management by means of regularization, institutionalization and meticulous management, which provides a strong background support for the company's development.

First, strengthen the execution ability and improve work efficiency. In order to ensure the smooth implementation of the company's government decrees and promote the implementation of various tasks, the company has strengthened the construction of execution and supervision. First of all, pay attention to the implementation of process and content, and strengthen the control of process. Second, strengthen supervision and supervision. This year's supervision and supervision work closely revolves around the company's central work, strengthens execution, focuses on key hotspots, and highlights the effect. Focus on the supervision of key tasks such as "CDMA Million Family Mobilization", "Spring Broadcasting Action", "Harvest Card" and "Four Seasons Labor Competition", and promote the implementation of key tasks through the preparation and release of supervision and supervision work bulletins. By strengthening the execution ability, the company has improved efficiency and promoted the management level of the company.

The second is to improve the employment mechanism and improve the quality of personnel. Over the past year, the company has taken human resource management as an important task to enhance the core competitiveness of enterprises, and intensified its efforts in personnel management, staff training, post responsibilities, performance appraisal and personnel recruitment. In order to enhance the company's image, improve the quality structure of personnel and recruit high-quality talents, after the implementation of internal post competition at the end of last year, the door to recruiting talents was opened to the society in March this year. After written examination, interview and other procedures, * * * recruited 28 people. Five of them have been appointed as deputy managers, and they are giving full play to their talents. By taking the above measures, the enthusiasm of employees has been fully mobilized, the cohesion of enterprises has been enhanced, and a team with excellent style, excellent quality, reasonable structure and full of fighting capacity has been carefully built.

The third is to strengthen logistics management and do a good job in business security. This year's logistics management adheres to the principles of service, economy, high efficiency and safety. In accordance with the requirements of the province, actively carry out activities to create conservation-oriented enterprises and strictly control office expenses. We broke down the office expenses of the company in detail according to departments and units, and carried out budget management. Centralized procurement of bulk office supplies, thus reducing office expenses; Make effective use of publicity expenses. We have systematically broken down the annual publicity expenses distributed quarterly and monthly by provinces. At the same time, the outdoor large-scale advertisements were cancelled, and the miniaturization, decentralization and large-scale publicity methods were emphasized, which not only saved the publicity expenses but also improved the publicity effect. Strictly strengthen the control of the use of water and electricity costs. In daily life, we educate our employees to save a drop of water and electricity, and form a style of thrift. In the case of a small number of vehicles, poor condition and a large number, the vehicle management center completed the driving task safely and smoothly. Property management serves production, office and operation in water and electricity supply and property management; The reception work adhered to frugality and careful calculation, and the reception expenses were tightened, which better fulfilled the comprehensive service function.

Fourth, strengthen financial management to prevent leakage. The investment scale was reduced and the production cost was controlled. In the past year, budget management and revenue and expenditure management were fully implemented in financial work, and the roles of planning, auditing, auditing and supervision were fully exerted, effectively reducing operational risks. Implement cost leadership strategy, budget management and target profit management, continue to implement the "quantity, cost and profit analysis method" and strengthen the analysis of profit and loss critical points. (1) Pay close attention to plan management, increase business income, and improve professional profits and operating efficiency. (2) Increase cost control, regularly analyze the company's operating conditions every month, reduce operating costs, and solve problems in time when found. (3) Integrating performance management into the market management system. Improve the assessment system of human resource management and county management, especially demonstrate and evaluate the group's market development projects, and strive for maximum benefits. (4) Do a solid job of clearing the arrears and checking the database, organize forces, concentrate time, and recover the lost mobile phones and users' arrears through various ways to minimize the losses of enterprises. Earnestly do a good job of clearing and checking the warehouse, rationally allocate the company's asset resources by means of material adjustment and use, repairing the old and recycling the waste, etc., so as to maximize the utilization rate of the company's asset resources, and at the same time do a good job in auditing the outgoing personnel and constantly improve the financial supervision process.