Time flies, time flies. One year's work has suddenly become history, bidding farewell to the busy 20xx year and welcoming the promising 20xx year. In 20xx, in order to serve customers more scientifically, we can achieve better goals in our work, do our best, carry out our duties, cultivate talents and balance our posts. Under the foresight of the company leaders, the customer service department and the network control center were integrated and the operation department was established. Looking back on the past year, with the guidance and care of the company leaders and the joint efforts of everyone, our department has done a lot of work, but there are still some shortcomings. In order to better complete the work of 20xx, we will foster strengths and avoid weaknesses. Now, the specific work plan of our department for 20xx is as follows:

I. Organizational structure and personnel responsibilities of the Operation Department

The operation department collects business information, grasps market trends, and publicizes the company's external service image. It is a bridge to transmit and promote the company's cultural information and feedback customers' opinions. Do a good job in internal coordination, installation, maintenance, data inspection, report statistics and monitoring, and provide internal information to the management in time for the leadership to make decision and analysis. At present, there are 19 people in the operation department, and 2-3 reserve personnel need to be added.

Division of responsibilities of the Operation Department: Manager: Wang Jingjing (commander) 1, who is fully responsible for the management of the Operation Department and the overall planning of the department, focusing on customer service and monitoring of the logistics park; 2. Responsible for customer service and market development, and responsible for the operation and service of two customers and one danger; 3. Cooperate to participate in the company's project discussion and post-tracking.

Manager: Sean (political commissar) 1, responsible for the management and planning of the operation department, focusing on the monitoring center and call center; 2. Be responsible for market development, and assist General Manager Gu in coordinating related businesses and tracking services; 3. Responsible for the company's project declaration; Foreign reception and other work.

Chief Technology Officer: Xue Song is responsible for technical support, system installation, system maintenance and data analysis, and completes internal and external training, personnel skill training and skill assessment. Cooperate with department assessment and work inspection.

In order to do a better and more detailed service work, according to the specialty of the department staff, the work content and responsibilities of each employee in the department are clearly defined. The department is divided into four centers: customer service center, call center, network control center and dangerous goods monitoring center. The operation department will maintain and build a high-quality boutique team around the four centers! The main responsibilities of the customer service center are: providing good customer service to the outside world, solving all kinds of problems encountered by customers in time, consolidating the market foundation and doing a good job in promotion; Internally, coordinate the installation, maintenance, collection, reporting and statistics. And provide internal and external information to the management in time to provide a basis for leadership decision-making.

Person in charge of customer service center: Wang Jingjing; Personnel composition: Huang, Shi,,, Luo Mengyuan.

The main duties of the call center are: to build a taxi call center in Huai 'an, to do a good job in the publicity of taxi companies, to hold a forum for the heads of taxi companies, to invite Qi Xin to work together and make suggestions to help improve the drivers' enthusiasm for grabbing orders; Increase the publicity and promotion of the car call phone and APP, cooperate with the optimization of the car call system function, answer the phone, and provide users with quality services. And do a good job of reporting and communicating with the traffic control department. Do a good job in the inspection and summary of taxis and tourist vehicles in the city. In the year of 20xx, actively seek the partners of the network car platform and make clear the goals. Do a good job in sorting out and keeping all kinds of ledger files.

Person in charge of call center: Sean; Personnel composition: Luo Mengyuan (team leader), Zhao Ya, Stallone and Zhang Chi.

Main responsibilities of the network control center: the network control center conducts data patrol on all vehicles in the network, completes data patrol and data analysis (accident analysis report) on vehicles entrusted by monitoring units, key operating vehicles and friendly cooperative user units according to the requirements of daily statistics, weekly notification and 1 month 1 day summary, and cooperates with customer service personnel to complete mileage statistics and related services of relevant units. Do a good job in the reception and system presentation of superior leaders and customers;

Person in charge of network control center: Sean; Personnel composition: Xue Song, Ding, Feng and Wu Laifeng.

Main responsibilities of the Dangerous Goods Monitoring Center: It is mainly responsible for the comprehensive and solid real-time monitoring of the vehicles entrusted by the monitoring service unit on July 24th. The monitoring personnel regularly inspect the vehicles entrusted by the monitoring service unit, fill in the inspection account, and timely send dispatching information to illegal vehicles such as speeding and fatigue driving. If the violation is not corrected, immediately contact the driver or the person in charge of the enterprise to stop it and record it in the dynamic monitoring ledger, issue a notice of vehicle violation, contact the enterprise to get the notice as soon as possible, and urge the contact enterprise to give a feedback reply to the monitoring center as soon as possible. Do a good job of sorting out the receipt of the notice, and do a good job of checking and replying to the custody monitoring service unit. Cooperate with customer service staff to do related service work and do a good job of visiting and checking by superior leaders.

Responsible for the data inspection of the company's dangerous goods vehicles, and timely feedback the problems such as vehicle off-line, positioning, camera and memory card. Dangerous goods companies go to enterprises, contact maintenance, send relevant data to enterprises in the form of daily statistics, weekly bulletin and January summary, and do a good job in data inspection and data analysis of dangerous goods companies every month; Pay attention to the company's two passengers and one danger inspection in real time, and do a good job of reminding and other related work.

Person in charge of monitoring center: Wang Jingjing; Personnel composition: Chen Chaohua (team leader), Zhang Yang, Chen Chao, Jia Zhiyuan, Ding Guangxu and Wang Xiaoqing.

Second, establish a department-wide rules and regulations management system.

Fiona Fang cannot do without rules, and the system is an indispensable foundation of a department. In 20xx, we plan to formulate the following departmental systems, which will be updated and revised regularly or irregularly during the implementation. The formulation of the following six systems and processes will be completed by the end of February 20xx, and will be gradually updated and improved in the later stage of implementation:

1. Formulate the responsibilities of each member of each work center of the department:

2, formulate daily behavior management norms:

3. Work out the workflow of each work center:

4. Make a scheduling plan for each work center:

5, formulate departmental emergency measures and coordination mechanism:

6. Formulate performance appraisal methods for each work center;

Three. job objective

The operation department will set work objectives according to the work of each center, and conduct quantitative assessment and skill appraisal. Customer Service Center: In order to carry out the work of the customer service center, build a platform for the rapid development of the company's business, and achieve the goal of the company's sales exceeding 50 million, the customer service center will continue to implement quantitative assessment this year, assessing customer units and sales, quantifying the customer service groups that each customer service staff is responsible for, assessing customer vehicles and sales, and increasing incentives and reducing penalties. As a service representative, we should find the most suitable service attitude and method according to the company's service requirements and its own characteristics, so as to be closer to customers and achieve better service results.

In addition to the original service personnel in the customer service center, we will add two outstanding personnel, Luo Mengyuan and Wang Leyan, for training this year, so as to carry out the work of the customer service center more effectively. The following table shows the personnel composition of the customer service center this year and their respective work goals (strive to achieve 30 million sales of the department).

The customer service center will continue to strengthen the daily service to customers, consolidate and maintain the existing customer relationship, be anxious about users' urgent needs, think about users' thoughts, do a good job of advanced service, and enhance the height and depth of service. Make a detailed customer return visit. Fully tap the personalized and characteristic needs of customers, learn the policy requirements and assessment standards of the state and industry authorities, be the helper of industry departments, be the mentor of users, and let services create value. Promote the formation of competitive advantage. The existing business can realize value-added income generation, achieve stable growth and ensure that existing users are not lost.

Customer service staff will often go out to visit customers, look for partners, make use of the existing platform to conduct various market research, be targeted, collect all kinds of information, get a good understanding of competitors in the same industry, and know the development direction and business direction of the same industry. Closely around the national industrial policy and the management regulations of industrial departments, we regularly consult relevant websites, pay attention to relevant hot spots and key issues, communicate with the heads of relevant government departments, and let leaders know about our company, so as to find cooperation opportunities and develop new markets and projects. Continue to do a good job in the business expansion of public transport industry, official car management, leasing industry and special industries, closely focus on ZTE Industrial Park to make big sales, and add about 6 valuable users or new projects;

Call center: Do a good job in the promotion of call center, increase the number of users, put the responsibility on people, and strictly assess the call volume and success rate. Compared with 20xx, the call volume has increased by more than 30%, and the success rate has increased by more than 10%. Supervise the software department to improve the car calling function of WeChat and mobile APP, increase the function of counting the number of cars called, and strive for a car calling growth rate higher than 20%; In 20xx, we actively contacted online car-sharing operation platforms and strived to cooperate with more than two operation platforms, which could serve more than 50% of online car-sharing vehicles in Huai 'an and occupy the online car-sharing market in Huai 'an. Keep in touch with the transportation management department, and strive for the operating expenses and subsidies of the call for electricity not less than 6,543,800 yuan.

Network Control Center: The network control center strengthens services in the aspects of visiting reception and accident analysis, and trains professionals who can report, explain and analyze. Optimize all kinds of reports and summary tables, so that department personnel can gradually go out, be familiar with more users' needs, make archival materials that better meet customers' needs, and gradually improve the status quo of armchair strategist and behind closed doors.

Dangerous goods monitoring center: according to the number of 7*24 real-time vehicle monitoring, analyze and process the dynamic information of vehicles in real time, discover and remind drivers of illegal behaviors such as speeding and fatigue driving in time, and form a daily vehicle monitoring report with satellite positioning problems, which will be reported weekly and summarized monthly; Statistically analyze the number of violations and problems found in monitoring, the number of vehicles helping to correct violations (sending dispatching information and making phone calls), the number of violation notices issued, the number of feedback, and the number of post-inspection replies. (In the later stage, the system will form a standardized and fixed table, divide the monitoring units into everyone for statistics, and the team leader will summarize and check the accuracy of the assessment, and the distribution can be divided according to the hired personnel. )

Check the standardization, rigor and accuracy of all kinds of report ledgers (daily, weekly, monthly, inspection report, dynamic violation report, notice and shift change).

Assess the mastery of daily skills and the implementation of daily code of conduct (on duty, shift change, post inspection, group defense).

The work of each center will be summarized monthly. Compared with the same period last year and last month, statistical analysis and comparison were made on sales and payment, and quantitative assessment was integrated into daily management and post-assessment, so that it was well documented and clear at a glance. Form the archives of each center of the department.

extreme

In the coming 20xx, there are many wonderful memories in my mind. With the company's attention and training, I have made great progress, but I also feel that there are many shortcomings.

As a store manager, I feel a great responsibility. After half a year of store management and work experience, I understand such a truth:

First, for a company with good economic benefits, first, there must be professional managers;

The second is to have professional knowledge as the backing;

The third is to have a good management system.

As a member of the company, I want to do the following:

1. Earnestly implement the company's economic policies, and at the same time correctly and timely convey the company's business philosophy and strategy to every clerk, playing a role as a bridge between the preceding and the following.

2. Do a good job of the clerk's ideological work, unite the clerk at the same time, fully mobilize and give play to the enthusiasm of the clerk, understand the beauty of each clerk, give play to his specialty, make it applicable to other people, increase and enhance the cohesion of our store, and make it a United group.

3. Understand peer information through various channels, understand customers' consumption psychology and habits, know yourself and know yourself, so that our work can be targeted and avoid unnecessary losses.

4. Set an example to be a handsome clerk, constantly learn and improve yourself and constantly pass on the corporate culture to the clerk. The education clerk should have a global team understanding and always proceed from the overall interests of the company.

Attract customers with warm, thoughtful and meticulous service, give full play to the initiative and enthusiasm of all shop assistants, and create more and better achievements for the company! A new year is coming, and achievements can only represent the past. I will manage our Zongyang store with more exquisite and skilled business under the leadership of the company! Strive to achieve better results in 20xx! ! !

Tisso

Xiangrui and I spent 20xx years together in Xiangshan, which is full of opportunities, competition, challenges and hardships. With the help and guidance of superior leaders and the cooperation and efforts of all staff, all aspects have made new progress with sweat and wisdom.

Counting 20xx, there are gains and losses, and there are questions about the company's competitive strategy; Questions about customer service orientation; On the identification of enterprise brand value: the problem of customer loyalty management; There are also problems in times of peace, the speed of opening retail stores, the integration of retail marketing communication, and even the precarious human resource management. I went through a process from scratch, from small to large. However, with the development of economy and the change of situation, the retail market has taken root everywhere. Faced with this situation, I know that to complete the role transformation, we must study hard, proceed from reality, strengthen investigation and study, and explore ways to solve complex problems. The work summary and plan for 20xx are as follows:

I. Sales Performance

In the second half of 20xx, our store achieved a sales performance of 65 1 1,000 yuan, an average daily passenger flow of 1 1,647 people, and an average daily customer price of 39.88 yuan. The sales performance in 65438+February in the middle of the year was outstanding, accounting for 29.94% of the sales share in the second half of the year. Fresh meat group changed from joint venture to self-operated sales, and the sales performance of fresh food area accounted for 40% of the store performance.

The highlights of sales performance in the second half of the year are mainly reflected in the following aspects.

1. There is no small matter in the enterprise-the new best business is completely lost due to improper quotation strategy for each company.

Because Jiajiaxian's fresh transportation business is not large, the headquarters did not treat it as a key issue. The operation department is responsible for vehicle organization, operation management and even quotation. The department has improper organization of vehicle transportation capacity, and lacks assessment and training on the driver's character and service consciousness. Theft, direct contact between the driver and the customer, and disagreement between the operation supervisor and the customer's counterpart supervisor are all out of control. This situation directly affects our good business reputation in Xinyijia.

Due to our high freight rate, the overall cost has risen, and the quotation to customers has also risen. In addition, every fresh manager himself is not familiar with the logistics business, so we compare the car price of our company with the simple unit price of idle vehicles in society, and compare the car price of our company with the car price of 19m3 and the car price of113m3 with the car price of 0.5t Due to our own high quotation, customers do not compare it properly.

Due to the joint influence of various families, we lost the Shenzhen issue and the national joint mining. The bid for the new Changsha has also become extremely difficult. Although we got the business at a very low price, there was actually no profit at all. At this point, we lost a project with an annual turnover of 8 million because of a small fresh food business. To sum up in one sentence is "one careless move will lose the game."

Second, the lack of execution is the withering of enterprise vitality.

Due to historical reasons, the cultural level of company team members is generally not high. In addition, some employees have no previous work experience, especially in large companies. This has brought difficulties to our management and operation. On the one hand, we don't have the consciousness of making management system on our own initiative, even if it is made, it is not feasible. Even with these simple management systems, it is difficult for us to see the shadow of the system in operation.

Neglect training and education. Our operation team lacks sufficient training and education for drivers, grass-roots employees and suppliers. We can't use systems and processes to standardize daily operations, reduce the workload of managers themselves, and spare more energy to deal with more important things such as coordination with clients, integration of resources, internal coordination, development of customers, and innovation of operating plans. Our managers prefer to jump directly to the front line of contradictions and have a tense relationship with customers, drivers and suppliers. This phenomenon is common in body matching, long matching and combined mining.

Laziness and laziness. Since the establishment of the company in XX, the marketing department has developed Philips projects, and no one can develop new sustainable projects for the company except me. Everyone is used to laziness and has no courage and pride to fight for the country. When we lack the pride of fighting for our country, all I can ask you is that you should at least diligently keep your family business.

Third, low cost is the main component of the core competitiveness of enterprises.

Logistics business is different from other high-tech industries. Whoever has strong resource integration ability and low management and financial costs will have the last laugh in the bidding. 1 1 year, through various channels, we should have accumulated experience in cost calculation and transportation resource channels of various vehicles. We tried it through Suning project and Dell project. Understand the gap with other enterprises, and know why Suning project will lose money.