文章來(lai)源：青島國資委 發布時間：2016-11-24
為深入開(kai)展“感動(dong)服務(wu)(wu)提(ti)升年”活動(dong)，青島水(shui)務(wu)(wu)集團(tuan)下屬海潤集團(tuan)積極開(kai)展查(cha)找改(gai)進服務(wu)(wu)細(xi)節活動(dong)。各(ge)服務(wu)(wu)窗口認真尋(xun)找服務(wu)(wu)差距，彌(mi)補(bu)自身不足，達到“在感受(shou)中了解比較(jiao)，在體驗中學(xue)習借鑒，在學(xue)習中改(gai)進提(ti)高”的目(mu)的，提(ti)高客(ke)戶滿意度(du)的同(tong)時，為客(ke)戶提(ti)供更(geng)便(bian)捷、更(geng)溫馨的便(bian)民服務(wu)(wu)。
一(yi)、建立(li)嚴(yan)格考核(he)機制，提升服務(wu)管理水平。按照“一(yi)級抓(zhua)一(yi)級、層層抓(zhua)落實”的(de)要求，把優質服務(wu)工(gong)(gong)作(zuo)和改進細節工(gong)(gong)作(zuo)納入(ru)了各部(bu)(bu)門、單位年(nian)度工(gong)(gong)作(zuo)目標和考核(he)范圍內(nei)，采取(qu)定量和定性相(xiang)結合的(de)方式，對服務(wu)工(gong)(gong)作(zuo)目標、內(nei)容、進度、成效進行細化和分解，堅持年(nian)終考核(he)與日常考核(he)相(xiang)結合，嚴(yan)格兌現績效考核(he)獎懲，借助(zhu)經濟杠桿的(de)作(zuo)用充(chong)分調動干部(bu)(bu)員工(gong)(gong)的(de)工(gong)(gong)作(zuo)積極性、創(chuang)造性。
二、實施(shi)業(ye)務(wu)流程再造，推(tui)動(dong)責(ze)(ze)任(ren)重心下(xia)移。全(quan)面推(tui)行以區所為責(ze)(ze)任(ren)主體的(de)區域(yu)化(hua)(hua)管(guan)(guan)(guan)理模式，區所除了承(cheng)擔(dan)設施(shi)管(guan)(guan)(guan)理、維修和服務(wu)職能之外，還承(cheng)擔(dan)起營業(ye)管(guan)(guan)(guan)理職能。對后勤科室人(ren)員精(jing)簡，實行雙向(xiang)選擇，向(xiang)一(yi)線崗(gang)位分流人(ren)員，同時(shi)獎(jiang)金分配向(xiang)一(yi)線傾(qing)斜10%，增加一(yi)線崗(gang)位吸引(yin)力。結合(he)工(gong)作實際，制訂相關制度，進一(yi)步優化(hua)(hua)服務(wu)細(xi)節，提高精(jing)細(xi)化(hua)(hua)、標準化(hua)(hua)、規(gui)范化(hua)(hua)、程序(xu)化(hua)(hua)的(de)服務(wu)水平；形(xing)成了事(shi)事(shi)有章可循，人(ren)人(ren)有事(shi)可干的(de)良好局面。
三(san)、轉變營業(ye)服(fu)(fu)(fu)務(wu)(wu)模式，實施一(yi)(yi)站式便民服(fu)(fu)(fu)務(wu)(wu)。新建啟用(yong)(yong)的(de)(de)客戶(hu)(hu)(hu)服(fu)(fu)(fu)務(wu)(wu)大廳，以敞開(kai)(kai)(kai)式透明化辦公環境，“客戶(hu)(hu)(hu)優先制(zhi)(zhi)(zhi)、全(quan)程引導制(zhi)(zhi)(zhi)、首問負責(ze)制(zhi)(zhi)(zhi)、一(yi)(yi)次(ci)告知制(zhi)(zhi)(zhi)、限時辦結制(zhi)(zhi)(zhi)、全(quan)面體驗制(zhi)(zhi)(zhi)”的(de)(de)服(fu)(fu)(fu)務(wu)(wu)準則服(fu)(fu)(fu)務(wu)(wu)轄區(qu)客戶(hu)(hu)(hu)；窗口服(fu)(fu)(fu)務(wu)(wu)人(ren)員開(kai)(kai)(kai)展一(yi)(yi)站式、一(yi)(yi)柜通服(fu)(fu)(fu)務(wu)(wu)，打(da)破(po)區(qu)域界限開(kai)(kai)(kai)通全(quan)區(qu)域營業(ye)業(ye)務(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)，盡可(ke)能方便客戶(hu)(hu)(hu)辦理(li)業(ye)務(wu)(wu)。客戶(hu)(hu)(hu)服(fu)(fu)(fu)務(wu)(wu)大廳中新安裝了查詢(xun)一(yi)(yi)體機，方便客戶(hu)(hu)(hu)查找分(fen)公司管轄范(fan)圍、各(ge)部門職責(ze)范(fan)圍、業(ye)務(wu)(wu)受理(li)范(fan)圍、對外服(fu)(fu)(fu)務(wu)(wu)規范(fan)及《青島市供(gong)水條(tiao)例(li)》等內容，為前來辦理(li)業(ye)務(wu)(wu)的(de)(de)客戶(hu)(hu)(hu)提(ti)供(gong)了便捷式查詢(xun)服(fu)(fu)(fu)務(wu)(wu)，切實發揮窗口查詢(xun)作用(yong)(yong)。
四、強化員(yuan)工(gong)(gong)(gong)(gong)素質(zhi)管理，激發員(yuan)工(gong)(gong)(gong)(gong)工(gong)(gong)(gong)(gong)作(zuo)熱情。充分(fen)考(kao)慮到(dao)轄區(qu)用戶對(dui)服(fu)(fu)務(wu)(wu)(wu)工(gong)(gong)(gong)(gong)作(zuo)的(de)(de)要求(qiu)越來越高，員(yuan)工(gong)(gong)(gong)(gong)工(gong)(gong)(gong)(gong)作(zuo)壓(ya)力(li)越來越大(da)的(de)(de)實際情況，為了緩解員(yuan)工(gong)(gong)(gong)(gong)服(fu)(fu)務(wu)(wu)(wu)壓(ya)力(li)，提(ti)高其(qi)掌握技(ji)能(neng)、解決問(wen)題的(de)(de)能(neng)力(li)，更好的(de)(de)為轄區(qu)用戶開展供水服(fu)(fu)務(wu)(wu)(wu)，根據(ju)集團公司(si)“感動(dong)服(fu)(fu)務(wu)(wu)(wu)提(ti)升年(nian)”工(gong)(gong)(gong)(gong)作(zuo)總(zong)體思(si)路，組織員(yuan)工(gong)(gong)(gong)(gong)開展生(sheng)(sheng)產(chan)(chan)安全(quan)(quan)服(fu)(fu)務(wu)(wu)(wu)綜合知識學習考(kao)試(shi)活動(dong)和水質(zhi)安全(quan)(quan)培訓活動(dong)。以此(ci)進一步強化員(yuan)工(gong)(gong)(gong)(gong)的(de)(de)基礎(chu)管理，提(ti)高員(yuan)工(gong)(gong)(gong)(gong)工(gong)(gong)(gong)(gong)作(zuo)技(ji)能(neng)、生(sheng)(sheng)產(chan)(chan)效率和服(fu)(fu)務(wu)(wu)(wu)水平(ping)，打(da)造一支管理到(dao)位、技(ji)術過硬、業(ye)務(wu)(wu)(wu)熟練的(de)(de)干(gan)部員(yuan)工(gong)(gong)(gong)(gong)隊伍，為確保(bao)完成(cheng)生(sheng)(sheng)產(chan)(chan)目標任務(wu)(wu)(wu)打(da)好基礎(chu)。
五(wu)、踐(jian)行“四盡”服務理念，提(ti)高(gao)企業美譽度(du)。加大對(dui)轄區(qu)內熱(re)點(dian)、難點(dian)問(wen)題的解(jie)決力度(du)，采取管網設(she)施(shi)改(gai)造(zao)等措施(shi)，先(xian)后(hou)解(jie)決熱(re)點(dian)難點(dian)問(wen)題60余處，保障(zhang)了(le)(le)居民和(he)企業的正常(chang)用水(shui)，得到了(le)(le)轄區(qu)內用戶的好評(ping)。用實際(ji)行動踐(jian)行了(le)(le)水(shui)務集團“服務盡心、崗位盡責、微(wei)笑(xiao)盡情、滿意盡美”的服務理念，進(jin)一步(bu)提(ti)高(gao)了(le)(le)“潤萬家”品牌美譽度(du)。