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1、舒蘭供電分公司行風建設和優質服務工作方案舒蘭供電分公司 行風建設和優質服務工作方案 為認真貫徹國家電網公司、省電力公司和市公司“三公”調度暨優質服務工作會議精神加強行風建設和優質服務工作根據省市公司的統一部署和要求結合分公司的實際制定“和諧舒蘭真誠供電”服務工程暨行風建設和優質服務工作活動方案。 一、指導思想 以國家電網公司和省公司“三公”調度暨優質服務工作會議精神為指導緊緊圍繞“一強三優”發展目標全面落實“三抓一創”和“四個服務”的工作思路大力弘揚“努力超越、追求卓越”的企業精神建立全員、全方位、全過程的服務工作格局完善服務措施改善服務手段提高服務水平建設一支素質優良的員工隊伍營造優質、高效2、真誠的服務環境形成具有吉林供電公司特色的服務文化和服務品牌。 二、工作目標 通過實施“和諧舒蘭、真誠電力”服務工程進一步拓寬服務領域創新服務手段強化五個建設深化六項活動使全員樹立一個理念、提倡兩個服務、增強三個意識、體現“四個”優先達到“五個滿意”和三個突破的目標。 樹立一個理念即:樹立服務促效益的經營理念。 electrophysiology basics, pericardiocentesis, temporary cardiac pacing, and dynamic electrocardiography, ambulatory blood pressure, echocardiog3、raphy, treadmill exercise testing and other techniques. Understand the basics of coronary angiography and interventional therapy. 2. basic requirements number of studying disease and ask the kinds of diseases in heart failure . Science is a broad, high integrity of clinical medicine, it is closely a4、ssociated with the clinical section and is the Foundation of clinical subjects. Within the scope of scientific research including respiratory, circulatory, digestive, urinary, blood, endocrine, nervous system disease, nutrition, and metabolism of connective tissue, joints, physical and chemical fact5、ors, and mental diseases. Training objectives of the phase II basic training, training during residency are not professional. Training in internal medicine on which to enable the resident working basis. Requires accurate inquiry, writing a history, a comprehensive physical examination, General famil6、iar with the Rotary section diagnosis and treatment (including diagnostic and treatment technologies), the basic master the diagnosis and treatment of common diseases of internal medicine, has a certain 提倡兩個服務即:提倡以人為本、立足崗位實施規范服務和真誠服務創優質服務品牌。 增強三個意識即:增強“客戶至上”的客戶意識、市場意識和服務意識。 體現四個優先即:在供電服務工作中體現政府招商引資項7、目優先、重點工程項目優先、高科技產品項目優先、客戶關心的熱點問題優先。 達到“五個滿意”即:在振興舒蘭、服務社會促進地方經濟發展上作到認真領會和貫徹上級精神結合實際抓落實完成上級交給的各項任務努力贏得上級組織滿意,想政府之所想、解政府之所難主動地為社會的和諧、穩定、發展獻計出力贏得地方政府滿意,在客戶的生產和生活用電上作到優質、方便、規范、真誠贏得廣大客戶的滿意,在電網調度上真正作到“公平、公正、公開”贏得發電企業的滿意。建立依法經營、規范管理、規范服務的經營理念和全員參與生產、經營、多經一條龍服務的大服務格局讓社會真正感受到供電的優質服務無所不在贏得全社會的滿意。 三、主要內容及措施 按照省8、公司的總體安排和吉林供電公司實施“和諧舒蘭、真誠電力”服務工程實施方案的要求以強化五個建設為重點以深化六項活動為載體強化內外監督進一步完electrophysiology basics, pericardiocentesis, temporary cardiac pacing, and dynamic electrocardiography, ambulatory blood pressure, echocardiography, treadmill exercise testing and other techniques. Understand the basics of coronary9、 angiography and interventional therapy. 2. basic requirements number of studying disease and ask the kinds of diseases in heart failure . Science is a broad, high integrity of clinical medicine, it is closely associated with the clinical section and is the Foundation of clinical subjects. Within th10、e scope of scientific research including respiratory, circulatory, digestive, urinary, blood, endocrine, nervous system disease, nutrition, and metabolism of connective tissue, joints, physical and chemical factors, and mental diseases. Training objectives of the phase II basic training, training du11、ring residency are not professional. Training in internal medicine on which to enable the resident working basis. Requires accurate inquiry, writing a history, a comprehensive physical examination, General familiar with the Rotary section diagnosis and treatment (including diagnostic and treatment t12、echnologies), the basic master the diagnosis and treatment of common diseases of internal medicine, has a certain 善領導體制和工作機制加快電網建設提高科技管理水平。 ,一,采取有效措施 抓好五個建設: 1、健全領導體制和工作機制強化優質服務工作體系建設。建立健全行風建設和優質服務工作領導小組和辦公室進一步完善領導體制和工作機制在對外服務班組中簽訂責任書通過包保明確任務落實責任。形成黨政一把手負總責班子成員配合抓主管部門具體抓的工作機制。為行風建設和“和諧舒蘭、真誠供電”工程的全面落13、實提供組織保障。 2、完善工作標準、實施閉環管理強化優質服務的制度建設。結合同業對標完善和規范各專業行風建設和優質服務工作標準和獎懲機制把行風建設和優質服務工作納入各項管理工作之中與安全生產、經營管理、精神文明建設同部署、同安排、同檢查、同考核、同獎懲與各單位的指標考核、各級領導的政績、業績考核掛鉤層層簽訂責任書使各級領導、各專業崗位責任明確服務標準清晰服務行為規范。認真履行供電服務“十不準”、“十項承諾”和“三公”調度“十項措施”對服務中出現的不規范問題要依據相關規定嚴格考核追究相關人員的責任。 3、從教育入手強化員工隊伍建設。結合公司開展的“愛心活動”、實施“平安工程”在公司員工中開展系列14、electrophysiology basics, pericardiocentesis, temporary cardiac pacing, and dynamic electrocardiography, ambulatory blood pressure, echocardiography, treadmill exercise testing and other techniques. Understand the basics of coronary angiography and interventional therapy. 2. basic requirements numbe15、r of studying disease and ask the kinds of diseases in heart failure . Science is a broad, high integrity of clinical medicine, it is closely associated with the clinical section and is the Foundation of clinical subjects. Within the scope of scientific research including respiratory, circulatory, d16、igestive, urinary, blood, endocrine, nervous system disease, nutrition, and metabolism of connective tissue, joints, physical and chemical factors, and mental diseases. Training objectives of the phase II basic training, training during residency are not professional. Training in internal medicine o17、n which to enable the resident working basis. Requires accurate inquiry, writing a history, a comprehensive physical examination, General familiar with the Rotary section diagnosis and treatment (including diagnostic and treatment technologies), the basic master the diagnosis and treatment of common18、 diseases of internal medicine, has a certain 教育活動使員工樹立服務出效益的理念,提倡規范服務和誠信服務,增強客戶意識、市場意識和服務意識,提高對優質服務工作重要性的認識。各職能部門要結合實際加強干部員工的職業道德教育和業務技能培訓開展崗位練兵和技術比武及創建活動全面提高員工隊伍的整體素質使廣大員工不斷提高做好“三公”調度和供電優質服務的自覺性和主動性逐步形成“人人都在服務處處都是窗口”的良好格局。 4、完善便民措施強化窗口建設。各窗口單位要深入開展服務窗口規范化達標活動爭創文明窗口和優質服務標兵,確保示范窗口的整體質量城市規范化服務窗口達標率要達19、到100%農村規范化服務窗口達標率要達90%并通過示范化服務窗口的建設促進服務質量的全面提高。堅持客戶代表制、首問負責制、首辦負責制創造條件實行“一條龍”服務真正體現“一口對外”,強化窗口環境建設不斷完善服務設施建立溫馨和諧的辦公、辦事環境充分體現“客戶至上”的服務思想。完善便民措施最大限度地方便客戶提高工作效率讓客戶感受到電力服務的規范和真誠。 5、從滿足客戶需求入手強化故障報修班組建設。要進一步建立和完善故障搶修現場運行規程、電纜線路、復雜地段及重要用戶故障搶修預案。要配齊配強搶修設備和人electrophysiology basics, pericardiocentesis, tempo20、rary cardiac pacing, and dynamic electrocardiography, ambulatory blood pressure, echocardiography, treadmill exercise testing and other techniques. Understand the basics of coronary angiography and interventional therapy. 2. basic requirements number of studying disease and ask the kinds of diseases21、 in heart failure . Science is a broad, high integrity of clinical medicine, it is closely associated with the clinical section and is the Foundation of clinical subjects. Within the scope of scientific research including respiratory, circulatory, digestive, urinary, blood, endocrine, nervous system22、 disease, nutrition, and metabolism of connective tissue, joints, physical and chemical factors, and mental diseases. Training objectives of the phase II basic training, training during residency are not professional. Training in internal medicine on which to enable the resident working basis. Requi23、res accurate inquiry, writing a history, a comprehensive physical examination, General familiar with the Rotary section diagnosis and treatment (including diagnostic and treatment technologies), the basic master the diagnosis and treatment of common diseases of internal medicine, has a certain 員做到故障24、報修電話暢通人員到崗到位。要完善故障搶修指揮系統理順指揮程序健全工作制度確保故障報修工作做到反應靈敏、及時到位、準確判斷、迅速排除真正體現急用戶之所急想用戶之所想幫用戶之所需。 ,二,依托高科技支持系統加快電網建設、提高營銷現代化管理水平確保系統安全可靠運行和提供優質高效的便民服務。 1、加快電網建設和改造提高供電質量。認真履行供電服務“十項承諾”、“三公”調度規定加快城網改造配合地方城市建設合理規劃電網結構和運行方式提高電網和設備的健康水平積極開展設備狀態檢修和帶電作業及“零點作業”最大限度地減少停電時間提高供電質量。同時要完善城市供電電壓監測點加強城市供電電壓監測和管理。保證城市地區:供電25、可靠率不低于99.90%居民客戶端電壓合格率不低于96%,農村地區:供電可靠率不低于99.4%居民客戶端電壓合格率不低于90%。 2、加快信息系統建設提高營銷現代化管理水平。積極開發集抄、遠程控制等系統,鞏固和完善銀電聯網信息系統開通供電服務網站和短信查詢等業務進一步拓寬客戶查詢、交費渠道理順各項業務關系減少業務環節建立科學合理的工作流程,加強95598客戶服務中心的建設和管理加快客戶服務技術支持系統功能的完善工作作為對外electrophysiology basics, pericardiocentesis, temporary cardiac pacing, and dynamic ele26、ctrocardiography, ambulatory blood pressure, echocardiography, treadmill exercise testing and other techniques. Understand the basics of coronary angiography and interventional therapy. 2. basic requirements number of studying disease and ask the kinds of diseases in heart failure . Science is a bro27、ad, high integrity of clinical medicine, it is closely associated with the clinical section and is the Foundation of clinical subjects. Within the scope of scientific research including respiratory, circulatory, digestive, urinary, blood, endocrine, nervous system disease, nutrition, and metabolism 28、of connective tissue, joints, physical and chemical factors, and mental diseases. Training objectives of the phase II basic training, training during residency are not professional. Training in internal medicine on which to enable the resident working basis. Requires accurate inquiry, writing a hist29、ory, a comprehensive physical examination, General familiar with the Rotary section diagnosis and treatment (including diagnostic and treatment technologies), the basic master the diagnosis and treatment of common diseases of internal medicine, has a certain 的綜合服務窗口要實現全天候為客戶提供故障報修、投訴、舉報、查詢、咨詢和業務受理等多30、項服務平臺。并努力作到熱情、快捷、優質實現客戶投訴、舉報的受理率、查處率、反饋率和署名投訴舉報客戶的回訪率達到100%客戶滿意率達到98%。 ,三,建立立體監督網絡強化內外監督。 完善供電服務內、外部監督網絡和工作機制。各級紀檢監察部門要充分發揮職能作用堅持明查暗訪、三級走訪、專業檢查等制度公司將建立行風建設月報制度定期對行風建設和優質服務工作開展情況、供電服務“十項承諾”兌現情況進行監督檢查、總結、分析和通報加大查處力度及時消除隱患?；鶎訂挝灰獔猿侄ㄆ谡匍_重點客戶座談會制度、定期走訪客戶制度、定期征求社會各界代表意見積極參加客戶滿意度評價活動等。要加大對外宣傳力度向社會廣泛宣傳“三個十條”和31、服務措施及誠信服務的好人好事增加工作的透明度接受客戶的監督確?！昂椭C舒蘭、真誠電力”工程目標的實現。 ,四,繼續深化 四項活動: 1、深入開展“領導包保信息聯系制度。要建立健全“三級”,分公司、班所、員工,供用電信息網絡堅持分級管理、分級負責誰主管誰負責的原則各單位要抓好落實electrophysiology basics, pericardiocentesis, temporary cardiac pacing, and dynamic electrocardiography, ambulatory blood pressure, echocardiography, treadmill ex32、ercise testing and other techniques. Understand the basics of coronary angiography and interventional therapy. 2. basic requirements number of studying disease and ask the kinds of diseases in heart failure . Science is a broad, high integrity of clinical medicine, it is closely associated with the 33、clinical section and is the Foundation of clinical subjects. Within the scope of scientific research including respiratory, circulatory, digestive, urinary, blood, endocrine, nervous system disease, nutrition, and metabolism of connective tissue, joints, physical and chemical factors, and mental dis34、eases. Training objectives of the phase II basic training, training during residency are not professional. Training in internal medicine on which to enable the resident working basis. Requires accurate inquiry, writing a history, a comprehensive physical examination, General familiar with the Rotary35、 section diagnosis and treatment (including diagnostic and treatment technologies), the basic master the diagnosis and treatment of common diseases of internal medicine, has a certain 不留死角加大對越級投訴舉報的考核力度使問題解決在基層讓客戶得到最直接、最快捷、最方便的服務, 2、繼續深入開展供電服務進社區活動。借鑒船營供電分公司的成功做法各分公司將結合本單位實際針對客戶集中意見較大、問題較多的供電區域開展服務進36、社區活動宣傳用電常識耐心解答客戶提出的問題真誠地為客戶排憂解難消除誤解、化解矛盾促進供用電雙方的相互理解提高社會的滿意度, 3、繼續深化“三級”走訪調查和明查暗訪活動。分公司及各班組,所,要不定期地開展走訪活動及時了解社會對供電服務的意見和建議促進問題的整改。結合本單位實際情況適時開展明查暗訪加大監督檢查和通報力度確保國家電網公司“三個十條”的貫徹執行。 ,五,努力實現三項突破 1、從進一步規范營銷管理和方便廣大客戶入手積極研發營銷信息管理系統新項目在創新管理手段提升服務水平上有所突破, 2、從滿足客戶需求出發深化三級包保信息聯系制度暢通供用電信息渠道最大限度地降低省、市級受理客戶的投訴、舉報37、件數努力實現在省公司層面零投訴的突破。 electrophysiology basics, pericardiocentesis, temporary cardiac pacing, and dynamic electrocardiography, ambulatory blood pressure, echocardiography, treadmill exercise testing and other techniques. Understand the basics of coronary angiography and interventional therapy. 2. basi38、c requirements number of studying disease and ask the kinds of diseases in heart failure . Science is a broad, high integrity of clinical medicine, it is closely associated with the clinical section and is the Foundation of clinical subjects. Within the scope of scientific research including respira39、tory, circulatory, digestive, urinary, blood, endocrine, nervous system disease, nutrition, and metabolism of connective tissue, joints, physical and chemical factors, and mental diseases. Training objectives of the phase II basic training, training during residency are not professional. Training in40、 internal medicine on which to enable the resident working basis. Requires accurate inquiry, writing a history, a comprehensive physical examination, General familiar with the Rotary section diagnosis and treatment (including diagnostic and treatment technologies), the basic master the diagnosis and41、 treatment of common diseases of internal medicine, has a certain 3、保持行風測評的第一的位次在提高社會滿意度方面有所突破, 五、工程評價 開展“和諧舒蘭、真誠電力”服務工程是貫徹國家電網公司“三個十條”切實履行“四個服務”提高供電服務水平的一項重要手段也是一項長期的服務工程。分公司將以內部檢查和社會測評相結合的方式對各班,所,進行評價。并將評價結果與公司年度綜合評先、業績考核掛鉤堅持“一票否決制”。 六、要求 1、加強領導提高認識。“和諧舒蘭、真誠電力”服務工程是一項關系企業生存與發展的長期系統工程也是構建和諧社會的需要。各班42、,所,及相關人員要按分公司的方案認真抓好此項工作通過組織員工認真學習“三個十條”對照標準查找差距教育員工立足崗位、履行職責、規范管理、規范服務扎扎實實的把“和諧舒蘭、真誠電力”服務工程落到實處。 2、培樹典型推動全面。分公司將通過培樹典型以點帶面利用公司內部宣傳網絡及時上報和推廣先進的做法和典型事例加大宣傳力度推動“和諧舒蘭、真誠電力”服務工程的不斷深入。 electrophysiology basics, pericardiocentesis, temporary cardiac pacing, and dynamic electrocardiography, ambulatory bloo43、d pressure, echocardiography, treadmill exercise testing and other techniques. Understand the basics of coronary angiography and interventional therapy. 2. basic requirements number of studying disease and ask the kinds of diseases in heart failure . Science is a broad, high integrity of clinical me44、dicine, it is closely associated with the clinical section and is the Foundation of clinical subjects. Within the scope of scientific research including respiratory, circulatory, digestive, urinary, blood, endocrine, nervous system disease, nutrition, and metabolism of connective tissue, joints, phy45、sical and chemical factors, and mental diseases. Training objectives of the phase II basic training, training during residency are not professional. Training in internal medicine on which to enable the resident working basis. Requires accurate inquiry, writing a history, a comprehensive physical exa46、mination, General familiar with the Rotary section diagnosis and treatment (including diagnostic and treatment technologies), the basic master the diagnosis and treatment of common diseases of internal medicine, has a certain 3、加強信息管理。分公司相關負責人員要按照公司總體要求及時收集、上報相關信息重要情況要及時報告。 electrophysiology basics,47、 pericardiocentesis, temporary cardiac pacing, and dynamic electrocardiography, ambulatory blood pressure, echocardiography, treadmill exercise testing and other techniques. Understand the basics of coronary angiography and interventional therapy. 2. basic requirements number of studying disease and48、 ask the kinds of diseases in heart failure . Science is a broad, high integrity of clinical medicine, it is closely associated with the clinical section and is the Foundation of clinical subjects. Within the scope of scientific research including respiratory, circulatory, digestive, urinary, blood,49、 endocrine, nervous system disease, nutrition, and metabolism of connective tissue, joints, physical and chemical factors, and mental diseases. Training objectives of the phase II basic training, training during residency are not professional. Training in internal medicine on which to enable the res50、ident working basis. Requires accurate inquiry, writing a history, a comprehensive physical examination, General familiar with the Rotary section diagnosis and treatment (including diagnostic and treatment technologies), the basic master the diagnosis and treatment of common diseases of internal medicine, has a certain