Work summary captain

In xx years, our department conscientiously implemented the spirit of the local document 1. Focusing on safety production, service quality, road style construction, marketing efficiency, SARS prevention and control, we will conscientiously implement the safety responsibility system step by step, and carry out activities such as passenger service quality year, safety inspection and special rectification. Strengthen safety foundation and improve service quality. The broad masses of cadres and workers are struggling with the cold and the heat to ensure safety, pioneering and innovating, and making continuous progress. Our safety production, service quality and work style have achieved certain results.

I. Overcoming difficulties in transportation and production

This year, the transportation revenue assigned to our section is 54 million yuan, and the number of passengers transported is tt. In order to complete the production tasks assigned by the department. All cadres and workers overcome difficulties, turn pressure into motivation, adhere to the "improving service quality and occupying the passenger transport market" as the center, and vigorously carry out marketing to create effective plugging and ensure income. At the beginning of this year, our section will divide the annual transportation production tasks into 4 teams and 28 teams according to different seasons and different train grades. Affected by the SARS epidemic from April to July, the transportation revenue of our section was poor, down% compared with the same period of last year. In order to reduce the losses caused by the SARS epidemic, after the staged victory in the fight against SARS, our section held three economic activity analysis meetings, readjusted the production indicators, seized the favorable opportunities such as the recovery of passenger flow after SARS, the construction of expressway in Wuhan, the summer vacation, the Eleventh Golden Week, and the winter transportation, increased the efforts to stop leakage and ensure income, actively carried out various marketing propaganda and passenger flow surveys, and tracked and analyzed the daily passenger flow and direction of key trains. Grasp the changing law of passenger flow, timely capture passenger flow information, timely and accurately feedback the changing situation of passenger flow to superiors, provide first-hand information for adding passenger trains and car bodies, and try our best to complete the annual production tasks. Thanks to the joint efforts of cadres and workers in the whole section, as of June 5,438+February 3 1, the income from car repair in our section was 1 ten thousand yuan, and the loss was 1 ten thousand yuan, accounting for% of the annual plan. The passenger traffic volume was 10000 person-times, and 10000 pieces of luggage were transported. While actively doing a good job in increasing transportation production, our diversified economy is developing diversified economy and collective economy and increasing investment in accordance with the business idea of "mainly relying on the train market". In the whole year, the income, profit and profit of diversified commodity sales and catering business were * * * million yuan, * * million yuan. Diversification and collective economy have increased compared with last year.

2. Safe production is basically orderly.

In 2003, our department conscientiously implemented the spirit of documentNo. 1 and the management ideas of "strengthening basic system, managing according to law", "five carriers, five promotion" and "four safety". Focusing on "bus safety", our section closely focuses on the implementation of the step-by-step responsibility system, carries out the "three standards" activities, strengthens the card control of on-site operations, and gives full play to the role of "responsibility, monitoring, inspection and education" to make the safety production in our section basically orderly. Up to 65438+February 3rd1day, our section has realized no major traffic accident day, no general traffic accident day, no employee responsibility and casualty accident day, and no employee responsibility minor accident day.

1. Focus on Spring Festival travel rush, Summer Games and Winter Games, and pay close attention to bus safety.

According to the characteristics of safety work in Spring Festival travel rush, Summer Games and Winter Games, safety work should be carried out in a targeted manner. During the Spring Festival travel rush and Winter Games, we should focus on bus fire fighting, boiler burning, passengers getting on and off, "three products" blocking, preventing mentally ill passengers from jumping off buildings and injuring people, and preventing passengers from falling and squeezing. Seriously implement the safety management system and card control measures. Strengthen the inspection of key departments of trains. During the summer vacation, we will focus on the fire and explosion prevention of passenger cars, the management of "two furnaces, one stove and one electricity", the blocking of "three products" and the door management, and earnestly implement the Measures for the Administration of Fire Prevention of Passenger Trains and the Regulations on the Administration of Fire Prevention of Passenger Trains. Intensify the inspection of train fire prevention work and strive to eliminate all kinds of safety hazards. While doing a good job in train safety, we also strengthen the management of catering safety. Multi-channel warehouses and food cleaning departments shall adopt the method of combining daily spot checks with quarterly inspections to inspect the processing, purchasing and storage of food and meals, and strictly control the procurement, processing and sales of commodities.

2, strengthen education, improve the safety awareness of cadres and workers.

Strengthen education, firmly establish the idea of "safety first", strive to improve the awareness of safety responsibility of cadres and workers, and improve the ability of safety prevention and self-control. First, organize cadres and workers to learn the spirit of documentNo. 1, the decision on implementing the spirit of documentNo. 1, safety law, accident investigation management measures, employee handbook and other laws and regulations and various safety management measures. At the same time, a safety knowledge contest was held. The second is to organize cadres and workers to study the safety accident cases compiled by Duan, study hard and learn lessons. Three, seriously organize cadres and workers to learn the spirit of "2.4", "4.9" and "9.30" railway safety video conference. Continuously improve the safety awareness of cadres and workers.

3. Carry out safety activities throughout the year to ensure safe production.

This year, from the beginning of the year to the end of the year, our department has carried out activities such as "Cold War Winter", safety inspection, "Safety Month", special rectification of labor safety, special rectification of safety production, special rectification of car door management and special rectification of fire safety. During the activity, Duan set up an activity leading group, and made detailed arrangements and arrangements for the objectives, time, inspection contents and specific requirements of the activity. Each team under Duan also set up corresponding organizations, which were carefully implemented to ensure the smooth development of the activity. At the same time, Duan leaders and cadres at all levels went deep into workshops, teams and groups, and used various forms to carry out publicity and education with great fanfare, boarding, warehousing, loading, inspection and guidance activities. In view of the problems found in the inspection, our department pays close attention to the rectification and implementation of the problems. Throughout the year, * * * organized various safety inspection teams 15 people to increase the number of train passengers. * * * Find out the problem. For the existing problems, Duan established a problem library, sorted them out, insisted on checking and correcting them, and concentrated his time and energy on implementing rectification. Especially after the "9.30" all-railway video conference, our section attached great importance to the spirit of Minister Liu's speech, deeply learned the lessons from the accident, and deeply and seriously found out the problems existing in our section in safety management, on-site control and standard implementation. Seriously formulate rectification measures and implement rectification.

Through in-depth development of various safety activities, potential safety hazards have been eliminated and the stability of safety production in our section has been ensured.

4, the whole chapter is organized, and the guarantee foundation is solid.

By carrying out safety inspection activities and special rectification activities, the problems and hidden dangers existing in safety management, train fire prevention and on-site operation in our section are carefully found. In order to solve the existing problems and eliminate potential safety hazards, this year, our department has re-formulated the detailed rules for the implementation of fire safety management step by step, the measures for controlling the key points of safety management to prevent inertia accidents, the measures for the management of five vehicles, the measures for centralized cleaning of dining cars on 5- 10 every month, the provisions for the use of fire blankets and other systems and measures, and further revised and improved the assessment measures for comprehensive integrated safety management. Consolidate the safety foundation. In particular, the "Fire Prevention Scheme for Passenger Trains" in my section has been approved by the fire management department of the Railway Bureau and has been promoted in the overall situation.

5. Strengthen the assessment of cadres and strengthen the implementation of the responsibility system step by step.

This year, our department will further implement the comprehensive assessment, regular assessment of cadres and unfinished elimination mechanism, and strengthen the implementation of the step-by-step responsibility system. While continuously strengthening the education of cadres' awareness of safety responsibility, we should strengthen the quantitative assessment of cadres. First, in the evaluation, adhere to the combination of daily evaluation with regular evaluation and elimination of the last place. Focus on "two deepening" and strengthen the daily management and assessment of cadres. Namely: deepen the assessment of cadres, quantify and refine the assessment criteria; Deepen the supervision of cadres. The functional unit room checks and evaluates the completion of cadres' work tasks, the fact cards of cadres' work in different places, the number of visits in different places and the situation of solving problems every month. The evaluation of cadres is included in the year-end evaluation. At the same time, under the leadership of Duan, the functional unit room also checks and assesses the safety management of each unit room and team every month. Conduct a comprehensive appraisal every quarter, rewarding the excellent and punishing the poor. At the end of the year, according to the debriefing and quarterly evaluation, the functional departments comprehensively evaluated the cadres' morality, ability, diligence and performance, insisted on demotion or dismissal of incompetent cadres, and exempted basically competent cadres. By strengthening the assessment of cadres, we will further implement the step-by-step safety responsibility system and form a safety management pattern that is responsible for implementation at all levels.

Third, the quality of service has improved steadily.

The activity of "Year of Passenger Service Quality" is a key work throughout the whole year of our section. On the basis of last year's "Year of Passenger Service Quality" activities, the existing problems are sorted out and classified according to the "Eight Goals" and "Railway Passenger Transport Service Quality Standard", detailed measures are formulated item by item, improvement plans and upgrading plans are formulated, and rectification and implementation are carried out in a planned and step-by-step manner. Consolidate and promote the further improvement of service quality.

1, earnestly implement the rectification.

This year, our part will focus on the sanitary environment of trains, water supply for trains and implementation of standards. In a healthy environment, pay close attention to three links. First, pay attention to health improvement and increase equipment investment in Korla and Kashgar maintenance workshops. Intensify the sanitary rectification of the train skin and the interior of the carriage. The second is to pay close attention to the posting revealed in the car to achieve unified norms. The third is to pay attention to inspection. The quality inspection team will strictly accept every train that meets the exit standards. Those who do not meet the outbound requirements will be required to rectify and meet the outbound standards again, and the assessment will be strengthened. At the same time, do a good job in washing passenger train bedding, and check the quality to make the bedding clean and tidy. Create a clean, beautiful and comfortable travel environment for passengers. In terms of train water supply, ensure that hot water bottles, water delivery vehicles and tea stoves are filled with water before the train leaves the warehouse. When adding water at the starting station and midway station, we should pay close attention to the implementation of the double-sign system for water on the station car to ensure that the train car is full of water. On the way, when there is no shortage of water in the carriage, the tea stove will boil water for 24 hours, and provide water for passengers once per shift to meet their drinking needs.

2. Seriously carry out the work of "benchmarking and reaching standards".

According to the characteristics of their own trains and the quality standards of railway passenger service, each team revised and improved the unified operation process and service standards of trains. The new standard embodies the principle of serving passengers and innovating services. Since August, the activity of "benchmarking and reaching the standard" has been carried out. Section of the business room to strengthen inspection and guidance, so that the operation, service standards and rules and accounting to achieve unified norms, to further lay a solid foundation.

3. Improve service quality and innovate services.

In order to improve the service quality, we have carried out the "three innovations" education activities in depth, and enhanced the service awareness, competition awareness, market awareness and marketing awareness of cadres and workers. Make cadres and workers change from managing passengers to a new service concept and service-oriented service concept centered on passengers. In terms of service, we should innovate the connotation of service and provide special services for passengers. First, actively carry out convenient health services and provide ten free services for passengers. Specialized personnel have been trained in medical knowledge, and there are more than a dozen commonly used drugs on the train. The second is to set up a newsstand in the carriage to provide free newspapers and periodicals such as People's Daily and Western Tourism for passengers, and set up a * * * Communist Youth League mobile book box in the soft sleeper carriage to borrow books and periodicals for passengers. VCD rental service will be launched in ucar and Xi 'an to enrich passengers' travel life. Thirdly, smile service, greeting service and non-interference service are introduced according to different levels of trains. Train dining cars are diversified, and projects such as ordering food and delivering food are carried out. In the past, train ticketing was changed to waiting for passengers to apply for tickets in the office car, and taking a mobile ticket replacement machine to get off the bus to serve passengers. The fourth is to beautify the internal environment of the train. In the collocation of carriage service facilities, we pay attention to the harmony of colors, highlighting elegance and neatness. Decorative paintings are arranged in soft sleeper cars and dining cars, and plastic flowers are decorated in toilets and aisles to beautify the interior environment of the car.

Through the year of quality of service. The service quality of our department has improved. 1October 28th165438+February 4th, the passenger service quality inspection team of our section inspected the passenger service quality of our section. Get favorable comments.

Fourth, do a good job in passenger transport organization.

This year, the transportation task of our section is very heavy. This section was carefully arranged and organized in the transportation organization work, and actively carried out the transportation organization work of passenger dining, service, sanitation, boarding and unloading, ensuring the smooth completion of passenger transportation.

1. Pay close attention to the transportation organization of Spring Festival travel rush, departments and winter golden week. During the winter, Spring Festival travel rush, departmental transportation and Golden Week, passenger transport organizations and personnel arrangements should be made in advance. Duan also formed an inspection team to inspect the trains. The cadres were stationed in Kashgar, Urumqi and An respectively to inspect the arrival and departure of each train, the discipline of the platform and warehouse, and the implementation of various quality standards. Especially during the festival, strengthen the cadres to get on the bus, and inspect and guide the transportation production organization, service, hygiene and road style to ensure the orderly transportation production organization.

There are a lot of passengers in our section this year. In order to do a good job in passenger transport, Duan leaders attached great importance to it and set up a passenger transport leading group. Carefully organized and arranged, during the peak and departmental passenger transportation in Spring Festival travel rush, our section adopts the crew routing mode combining planned trains and temporary passenger trains to ensure the completion of passenger transportation tasks. This year, our section is responsible for the temporary transportation of two groups of cars. In order to complete the transportation organization of winter transportation, the deputy section chief in charge of production personally grabbed my section and started construction ahead of schedule. Since September, a preparatory group consisting mainly of business room, personnel room, education room and spare parts warehouse has been set up to prepare for the opening of temporary passenger trains. Due to the large passenger flow, personnel are nervous. Our department has recruited a large number of seasonal temporary workers to take charge of crew work. According to the training requirements of new workers, more than 350 people were given strict pre-job training in five batches. At the same time, 76 train conductors, dining car directors, chefs, broadcasters, porters and salesmen with rich crew experience were transferred from three teams to undertake passenger transport tasks. During the opening of the passenger train, the leaders of the dispatching department and the cadres of the business function unit will take the passenger train. Pay close attention to transportation safety, service and work style to ensure transportation safety. This year, * * * made a temporary passenger transport, safely transporting passengers, without safety and wind problems, and successfully completed the temporary passenger transport task.

3. In the military transportation work, the requirements of the bureau and the Ministry for military transportation have been earnestly implemented, and the systems and measures such as "Measures for Doing a Good Job in Servicemen's Ride Service" and "Transportation Arrangements for New Veterans in Winter Transportation" have been specially formulated and issued. During the military transportation, Duan strictly sent team cadres to take extra buses in the stock room, and offered meals and tea and services on his own initiative. In order to enliven the travel life of the soldiers, the train broadcast also organized military special programs and organized literature and art. Safe transportation of new veterans ten thousand times throughout the year.

Five, the wind work is relatively stable.

This year, there was no road wind incident characterized as a bad road wind, and the road wind work was basically stable throughout the year.

1. Persevere in educating employees about their work style, and constantly improve their understanding of the importance of work style construction. First, the education of "knowledge, wealth and love" and warning education were carried out. Make workers understand the internal relationship between road style and quality service, safe production and economic benefits, and enhance their consciousness of consciously maintaining road style and reputation. At the same time, the rules and regulations of the road style and the relevant provisions of the road style will be included in the content of the three-level education. Through lectures, lectures, trip planning questions and other forms, the typical cases of road style problems that happened around us were preached, which improved the awareness of road style of cadres and workers. The second is to do a good job in positive and negative typical education. By using the periodical "Road Wind Dynamics" and "Southern Xinjiang Railway News", the advanced deeds of flight attendants in actively solving problems for passengers and consciously maintaining the reputation of road wind and the letters of commendation from passengers were publicized in the columns of "First Line" style and honor desk, and the common problems and complaints of passengers' letters and calls found by inspection teams at all levels were exposed in the exposure desk of "Road Wind Dynamics" in time. Regularly publish the letters of commendation and pennants received by passengers every month by each team in Wind Dynamics magazine, and publish the knowledge, experience, suggestions, opinions and research of cadres and workers on wind work. Stimulate the initiative and enthusiasm of the broad masses of cadres and workers, and add luster to the reputation of Lufeng Road. Form a good atmosphere for maintaining the reputation and glory of the road and damaging the reputation and shame of the road.

2, carry out in-depth special inspection and rectification activities.

In order to draw lessons from the road style of Kunming Railway Station, in April this year, the activity of "standardizing railway transport agents and rectifying the problem of arbitrary charges" was launched to further standardize service operations. 10 From April to May and from September to June, Duan carried out "special inspection and rectification of road wind" twice. Organize flight attendants to study and discuss 1227, T38 notification of major road wind events, earnestly learn lessons from road wind events, and strengthen road wind awareness. At the same time, the workshop team's self-examination and the joint inspection team's spot check are combined to conduct a comprehensive inspection of the work style of the workshop team and seriously rectify the existing problems. This year, 15 special inspection teams were dispatched.

3. Strengthen supervision and investigation.

In order to implement the supervision of road wind, we regard internal supervision and social supervision as effective means to ensure the stability of road wind in this section. The first is to strengthen internal supervision. Supervisors at all levels in our section get on the bus from time to time and conduct random checks and unannounced visits. Seriously deal with teams and personnel who violate the regulations. Complaints about passengers' letters and calls should be investigated quickly, qualitatively and accurately, and punished according to law, so that each piece can be registered, investigated and answered. This year, * * * received seven complaints from passengers, two of which were caused by flight attendants failing to implement the standards. To this end, Duan made a serious deal. The second is to strengthen social supervision. This year, our section hired 22 social road supervisors from Aksu, Bazhou and other places to listen to opinions and suggestions extensively and continuously improve the standard service quality. Regular seminars for supervisors and passengers are held, and train conductor reception points and passenger complaint boxes are also set up to listen to passengers' opinions and suggestions. This year, 65,438+0,000 "passenger service satisfaction evaluation questionnaires" and more than 50,000 "passenger comment cards" were printed, which played a certain role in promoting the construction of road style and improving service quality.

Six, strengthen staff training, vigorously carry out skills competitions.

1, actively carry out the activities of establishing "learning-oriented" enterprises and vigorously carry forward the learning style. In the process of establishing a "learning-oriented" enterprise, Duan bought books and 65,438+0,500 notebooks such as A Letter to Garcia, Beyond Self, Fifth Training and Charm of Service for cadres and workers, made a learning promotion plan, organized cadres and workers to learn, and wrote learning notes and experiences. In order to improve the political quality, professional quality, ability to adapt to the market economy and competitiveness of cadres and workers, it has injected new connotation and vitality.

2. Carry out all-staff training.

According to the requirements of the Bureau and the Ministry to carry out all-staff training in 2003, our department focuses on all-staff training and highlights skills training. Adhere to the principle of "teaching according to needs and paying attention to actual results", give full play to the role of the three-level education network, and adopt various forms in a planned and step-by-step manner according to the characteristics of different employees in different positions and different training objectives. In the training, a combination of centralized training and decentralized training was adopted. Pay attention to skill training. The way of separating examination from teaching is adopted, and the vocational education center and relevant personnel are hired to participate in invigilation, which ensures the training quality. Throughout the year, * * * organized 33 training courses, with 747 participants and 8208 trainees. Organized 3 large-scale lectures, attended 4,298 trainings and trained 5,786, with a total training rate of 54.22%. Four training courses for train conductors were held, with 90 participants and 680 training days. Forty train conductors were sent to participate in the training, and the qualified rate was 100%. 230 people received vocational skills training for train attendants; Send 6 chefs for training; 9. 10 February, 338 new season workers were trained, and 332 were qualified.

3, extensive on-the-job training and technical competition activities.

According to the requirements of the Notice of the Bureau and the Office on Launching the All-staff Technical Competition in 2003 and the contents of the Passenger Transport Staff Question Bank, from April, our section began to carry out business training and selection activities in four teams. After the selection of different levels of teams, on July 16, the department conducted theoretical examinations and competitions for the four teams selected, including the military platoon, the chef's platter, the chef's knife and the waiter's rice. * * * 186 contestants participated in the competition, and through fierce competition, 7 technical pacesetters and 20 technical experts were produced. Once again, the climax of the business skill competition was set off in the whole paragraph. On June+10, 5438, on the basis of technical training, the conductor 18 and 42 conductors of our section participated in the passenger transport business technical competition organized by the temporary management office. * * * There are 1 train attendants who have won the title of skill pacesetter, and four train attendants have won the title of technical expert respectively. Ukraine won the first place in the group.

Seven, the rule of law, standardize management.

In order to seriously implement the management concept of "people-oriented, ruling the country according to law", since July this year, our department has carried out ISO9000 quality certification. Paragraph 2 revised our standards and regulations as required, and compiled a quality management manual and procedure documents. Complete the certification before the end of the year. Through carrying out ISO9000 quality certification, the management of our department is scientific and standardized. And passed the audit of Duan Guanbiao's office. In order to speed up the process of implementing standards,

Eight, the joint efforts of enterprises continue to increase.

Over the past year, our department has continuously strengthened the democratic management and supervision of workshops, teams and groups, and publicized and publicized the hot spots, focal points, sensitive issues, bulk material procurement, train conductor recruitment, and major types of work that employees care about, thus enhancing transparency. Open recruitment of 2 1 train conductor and 28 special jobs, and open bidding for train sales tasks. In order to care for employees, 8 employees' children will be awarded 3,000 yuan, 2,000 yuan and 1000 yuan respectively when they reach the undergraduate and junior college scores in the national higher education enrollment, and the reward amount is 1000 yuan. In August this year, we also organized "Top Ten Service Models" to visit the Mainland. Invest more than 10 thousand yuan to provide benefits for employees throughout the year.

Nine, the construction of spiritual civilization has achieved results.

This year, we will conscientiously implement the spirit of the 16th National Congress of the Communist Party of China, further strengthen Party building and ideological and political work, promote the "two inclusions" in political work, carry out education on the leap-forward development of railways, continue to carry out two satisfactory activities, and strive to create a "three safe" environment. Our department has successively carried out the activities of "three innovations and four advances", concentrated learning activities of "cadre image construction", activities of establishing civilized units in autonomous regions, and activities of establishing benchmark party committees.

In 2004, Du 'an Party and government organizations organized various activities closely around the central work of our district. Spiritual civilization, ideological and political work and corporate culture were further strengthened. In addition, great progress has been made in family planning, greening, comprehensive management and traffic safety.

While summing up our achievements, we should also clearly see the problems and shortcomings in our work this year:

1. In terms of security, the security situation is not optimistic. This year, "7.21"9.3 "minor accident happened. The rectification notice and supervision notice issued by the safety brigade were received throughout the year, and the fire department issued the rectification notice.

2. The style of cadres is not true, the responsibility system for safety management step by step has not been effectively implemented, and the idea of safety first for some cadres and workers has not been firmly established, especially the awareness of safety responsibility is seriously lacking. The field operation standard is not implemented, and the idea of "three habits" and "two violations" are common, which seriously threatens safety and affects the improvement of service quality.

3. Some employees' ideas have not changed fundamentally, and there are still stiff service attitudes, nonstandard terms and poor implementation of service standards, and the initiative of serving passengers needs to be further improved.

4. In the work of Lufeng, passenger complaints and disorderly price increases of goods sold occur from time to time.

These problems have fully exposed our problems and shortcomings in safety management foundation, service quality and work style, which have seriously affected the safety production, the completion of transportation tasks and the improvement of service quality in our section. We must make great efforts to rectify and constantly promote the work of our department.