文章來(lai)源：青島國資委 發布時間(jian)：2016-11-24
為深入開展(zhan)“感動(dong)(dong)服務(wu)提升(sheng)年”活動(dong)(dong)，青(qing)島水務(wu)集團(tuan)下屬海潤集團(tuan)積極(ji)開展(zhan)查(cha)找(zhao)改(gai)進服務(wu)細(xi)節活動(dong)(dong)。各服務(wu)窗口認真尋找(zhao)服務(wu)差距，彌補自身不足，達到“在(zai)感受中了解比較，在(zai)體驗中學習(xi)借(jie)鑒，在(zai)學習(xi)中改(gai)進提高”的目的，提高客(ke)(ke)戶滿意度的同時(shi)，為客(ke)(ke)戶提供(gong)更便(bian)捷(jie)、更溫(wen)馨的便(bian)民服務(wu)。
一、建立嚴格考(kao)(kao)核機制，提升服(fu)務管理水平。按照“一級(ji)抓(zhua)一級(ji)、層層抓(zhua)落實(shi)”的要(yao)求(qiu)，把(ba)優(you)質服(fu)務工(gong)(gong)作(zuo)和(he)改進(jin)細節工(gong)(gong)作(zuo)納入(ru)了各部(bu)門(men)、單位年(nian)度工(gong)(gong)作(zuo)目標(biao)和(he)考(kao)(kao)核范圍內(nei)，采取定量和(he)定性相(xiang)結(jie)合(he)的方(fang)式，對服(fu)務工(gong)(gong)作(zuo)目標(biao)、內(nei)容、進(jin)度、成效(xiao)進(jin)行(xing)細化和(he)分解(jie)，堅持年(nian)終考(kao)(kao)核與日常考(kao)(kao)核相(xiang)結(jie)合(he)，嚴格兌現(xian)績效(xiao)考(kao)(kao)核獎懲，借助(zhu)經濟杠桿的作(zuo)用充(chong)分調動干部(bu)員工(gong)(gong)的工(gong)(gong)作(zuo)積(ji)極性、創造性。
二(er)、實施(shi)業務流(liu)程再造，推(tui)動責任(ren)重心下移。全面推(tui)行以區所(suo)為(wei)責任(ren)主體的(de)區域化管(guan)理(li)模(mo)式，區所(suo)除了承擔設施(shi)管(guan)理(li)、維修(xiu)和服務職能之外，還承擔起(qi)營(ying)業管(guan)理(li)職能。對后勤科(ke)室(shi)人(ren)員(yuan)精簡(jian)，實行雙向(xiang)選(xuan)擇，向(xiang)一線(xian)(xian)崗(gang)位(wei)分流(liu)人(ren)員(yuan)，同(tong)時(shi)獎(jiang)金(jin)分配向(xiang)一線(xian)(xian)傾斜10%，增(zeng)加一線(xian)(xian)崗(gang)位(wei)吸引力。結合(he)工作實際，制(zhi)訂相關制(zhi)度，進一步優化服務細節，提高精細化、標準化、規(gui)范化、程序化的(de)服務水平(ping)；形成了事(shi)事(shi)有章可循，人(ren)人(ren)有事(shi)可干的(de)良好局面。
三、轉變營(ying)(ying)業服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)模(mo)式(shi)(shi)，實施一站式(shi)(shi)便民服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)。新建(jian)啟(qi)用的客(ke)(ke)戶服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)大廳，以敞開式(shi)(shi)透明化(hua)辦(ban)公(gong)環境，“客(ke)(ke)戶優先(xian)制(zhi)、全程引導制(zhi)、首問(wen)負責制(zhi)、一次告知制(zhi)、限時(shi)辦(ban)結制(zhi)、全面體(ti)驗制(zhi)”的服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)準則服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)轄區(qu)客(ke)(ke)戶；窗(chuang)口服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)人員開展一站式(shi)(shi)、一柜通服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)，打(da)破(po)區(qu)域(yu)界限開通全區(qu)域(yu)營(ying)(ying)業業務(wu)(wu)(wu)(wu)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)，盡可(ke)能方(fang)便客(ke)(ke)戶辦(ban)理(li)業務(wu)(wu)(wu)(wu)。客(ke)(ke)戶服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)大廳中新安裝了查(cha)(cha)詢(xun)(xun)一體(ti)機，方(fang)便客(ke)(ke)戶查(cha)(cha)找分公(gong)司管轄范圍、各部(bu)門職(zhi)責范圍、業務(wu)(wu)(wu)(wu)受理(li)范圍、對外服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)規范及《青島市供(gong)水條例》等(deng)內(nei)容，為前來(lai)辦(ban)理(li)業務(wu)(wu)(wu)(wu)的客(ke)(ke)戶提供(gong)了便捷式(shi)(shi)查(cha)(cha)詢(xun)(xun)服(fu)(fu)(fu)務(wu)(wu)(wu)(wu)，切實發揮窗(chuang)口查(cha)(cha)詢(xun)(xun)作用。
四、強(qiang)化員(yuan)(yuan)工(gong)(gong)(gong)(gong)(gong)素質(zhi)管理(li)(li)，激發員(yuan)(yuan)工(gong)(gong)(gong)(gong)(gong)工(gong)(gong)(gong)(gong)(gong)作(zuo)(zuo)熱情(qing)。充(chong)分(fen)考(kao)(kao)慮到轄區用戶對服務(wu)(wu)工(gong)(gong)(gong)(gong)(gong)作(zuo)(zuo)的(de)要求越來(lai)越高(gao)，員(yuan)(yuan)工(gong)(gong)(gong)(gong)(gong)工(gong)(gong)(gong)(gong)(gong)作(zuo)(zuo)壓(ya)力(li)越來(lai)越大(da)的(de)實際情(qing)況，為了緩解員(yuan)(yuan)工(gong)(gong)(gong)(gong)(gong)服務(wu)(wu)壓(ya)力(li)，提(ti)高(gao)其掌握(wo)技能、解決問題(ti)的(de)能力(li)，更(geng)好的(de)為轄區用戶開展供水(shui)服務(wu)(wu)，根據(ju)集團(tuan)公司“感動(dong)服務(wu)(wu)提(ti)升年”工(gong)(gong)(gong)(gong)(gong)作(zuo)(zuo)總體思路，組織員(yuan)(yuan)工(gong)(gong)(gong)(gong)(gong)開展生產(chan)(chan)安(an)全(quan)服務(wu)(wu)綜合知(zhi)識(shi)學習考(kao)(kao)試活(huo)動(dong)和(he)水(shui)質(zhi)安(an)全(quan)培(pei)訓活(huo)動(dong)。以此進一步強(qiang)化員(yuan)(yuan)工(gong)(gong)(gong)(gong)(gong)的(de)基礎(chu)管理(li)(li)，提(ti)高(gao)員(yuan)(yuan)工(gong)(gong)(gong)(gong)(gong)工(gong)(gong)(gong)(gong)(gong)作(zuo)(zuo)技能、生產(chan)(chan)效率和(he)服務(wu)(wu)水(shui)平，打造一支管理(li)(li)到位、技術過硬、業務(wu)(wu)熟練的(de)干部員(yuan)(yuan)工(gong)(gong)(gong)(gong)(gong)隊伍，為確保完成(cheng)生產(chan)(chan)目(mu)標任務(wu)(wu)打好基礎(chu)。
五、踐(jian)(jian)行(xing)“四盡(jin)”服務理念(nian)，提(ti)(ti)高企業(ye)美(mei)譽度(du)(du)。加大對(dui)轄區(qu)內熱點、難點問題(ti)的(de)解決(jue)力(li)度(du)(du)，采取管網設施(shi)(shi)改造等措施(shi)(shi)，先后(hou)解決(jue)熱點難點問題(ti)60余處(chu)，保障了(le)居民和企業(ye)的(de)正(zheng)常用水，得到了(le)轄區(qu)內用戶的(de)好(hao)評。用實際行(xing)動踐(jian)(jian)行(xing)了(le)水務集團(tuan)“服務盡(jin)心、崗位盡(jin)責、微笑(xiao)盡(jin)情、滿意盡(jin)美(mei)”的(de)服務理念(nian)，進一步(bu)提(ti)(ti)高了(le)“潤(run)萬家”品牌美(mei)譽度(du)(du)。