Service star evaluation star language: just do it! Be the best of yourself! Star words:
"Lei Feng has become a habit of hard work and plain living. He plans for the country everywhere. I made a savings box myself and put something in it? " This is the jingle she read at a class meeting with the theme of "learning from Lei Feng". In real life, she is like a "little Lei Feng", always thinking about the class and always serving her classmates.
As a monitor, she is enthusiastic about class work, pays attention to the daily dynamics of the class, handles the affairs in the class seriously, and actively cooperates with the class teacher. She always devotes herself to class activities: for the theme class meeting, she sacrifices weekend rest and works overtime; For the selection of the top ten, she forgot to attend the evening self-study class and introduced "writing a book" to the writing class with her classmates. She hopes to do everything best and strive to add luster to the class; Compared with being unknown and working alone, she is better at uniting classmates, mobilizing everyone's enthusiasm, concentrating everyone's wisdom and making suggestions for class construction together.
"Nice person, warm-hearted, always caring about classmates, how is the monitor?" These are the students' support and affirmation to her in the final mutual evaluation.
As the leader of the Youth Federation, she is enthusiastic about all kinds of voluntary service activities, and actively carries out relevant publicity work in the class, participates in various voluntary activities inside and outside the school with her classmates, enjoys the happiness of helping others as much as she can, and realizes her own value in the activities.
As a class psychological navigator, she is sensitive and delicate, always paying attention to the state of her classmates around her. She chats with everyone when she has nothing to do, hoping to bring happiness to everyone and is very popular with her classmates.
She always shows up when her friends need it, bringing them warmth, care, support, encouragement and help? She is a bosom friend and a qualified listener and enlightener. Sensible and rational, she has always maintained an optimistic and positive attitude towards life, infecting everyone around her with a sunny smile and endless enthusiasm.
Optimistic, cheerful, helpful, willing to pay, not asking for anything in return, this is her.
The first article: Service Star Review
In order to implement the working idea of optimizing tax service by provincial and municipal bureaus and strengthen the standardized construction of tax service hall, according to the document1February1kloc-0/2004. Xinxiang State Taxation Bureau's Notice on Printing and Distributing [2007] 139 and the Notice of New Town State Taxation Bureau on Further Strengthening Tax Service [2007]18/combined with the actual work of the Tax Service Office, the service star evaluation method was formulated. In addition, the average monthly subsidy for each person in 200 yuan will be increased, and the subsidy will be assessed according to the usual work discipline implementation, tax service optimization and actual workload, so as to fully mobilize the subjective initiative of the staff of the tax service office, reflect more work, encourage the advanced, spur the backward and improve the service level.
The "service star" assessment system is oriented to all the staff of the tax service department and adheres to the principle of "paying equal attention to both inside and outside, objectively quantifying, being fair and just, being true and reasonable".
Assessment of the establishment of an assessment leading group, headed by the director of the tax service department, deputy director of the deputy head, assessment personnel randomly transferred. Conduct an assessment once a month and select "service star" once a month. Any employee who is rated as "service star" shall be awarded a star, and an announcement shall be made in a prominent position in the tax service hall, and a "service star" demonstration post sign shall be placed in the window. Those who have won two "service stars" and above within one year can be given priority in the year-end outstanding civil servant appraisal.
This system sets strict evaluation standards for service stars:
(1) Having good professional ethics, high professional quality and service skills, and being good at communicating with taxpayers. (2) Be familiar with the business of this post, skillfully operate the computer and system modules of this post, and answer tax-related questions within the scope of duties put forward by taxpayers skillfully, accurately, patiently and meticulously.
(3) Receive and transmit all kinds of tax-related documents and materials completely, completely and accurately. Specification for the use of various tax documents.
(4) Civilized service, high quality and high efficiency, and zero taxpayer complaint rate.
(5) Strictly abide by the management system.
The assessment content consists of three parts: daily business assessment, service quality and level assessment and implementation management system assessment, in which: business assessment accounts for 50 points, tax service optimization assessment accounts for 20 points, and implementation management system assessment accounts for 30 points (including:
Attendance system, health system and solidarity 10).
(a), daily business assessment (50 points):
Rank and assess according to the objective quantification of routine business indicators;
Rank and assess according to the objective quantification of routine business indicators;
According to the Statistical Table of Objective Quantitative Indicators of Tax Service Department of huixian city State Taxation Bureau, the actual workload is counted, and the total score of this item is listed, with an average of 50 points per person. Divide all the business of the tax service office into five groups. At the end of each month, the assessment team will query and count the business volume of each staff member through the business handling system. Actual post score = basic score (50)* (actual post workload/average group workload) (2), service quality and level assessment (20 points):
This content assessment includes 1 and external assessment (10): the assessment is based on the feedback information of 12366 tax service platform and the Consultation Card of Tax Service Office of huixian city State Taxation Bureau filled out by taxpayers. In the taxpayer satisfaction table was rated as unsatisfactory, a deduction of 5 points. Where the taxpayer complains, 5 points will be deducted at a time. If the circumstances are serious, the penalty will be aggravated and handed over to the personnel department of the bureau for handling.
2. Internal assessment (10 score): the group assessment system is implemented, and the score is selected according to the actual situation, combined with the contents of the Assessment Form for the Service Commitment of the Tax Service Department of huixian city State Taxation Bureau.
Daily dress: 2 points will be deducted for irregular dress during working hours.
(three), management system implementation assessment (30 points).
1. Attendance system (10): This item is subject to a penalty system. Anyone who violates the management system of the Tax Service Office of huixian city State Taxation Bureau will be punished according to the actual situation.
2 points will be deducted for being late and leaving early, and 5 points will be deducted for being late for more than half an hour. Deduct 2 points (limit 15 minutes) for each departure during working hours.
Deduct 20 points for absenteeism without reason at a time and report to the personnel department of the bureau. Be sure to write a note when asking for leave, and deduct 4 points every day.
2. Hygiene system (10): 2 points will be deducted for each incomplete cleaning on duty, 2 points will be deducted for each inadequate daily hygiene and untidy placement of articles. Duty room bedding layout is not good, 2 points each time.
3. Solidarity and mutual assistance (65,438+00 points): encourage all business groups to unite and help each other. When the business is busy, other business groups can help with the business and calculate the score according to the actual workload. In case of disunity, each party will be deducted 5 points, and those who instigate others to disunity will be deducted 10.
Additional bonus items:
Additional bonus items:
Award items (1) are praised by taxpayers in the form of letters of commendation. If the situation is true after implementation, add 3 points each time; Praised by the news media, the county and municipal level each add 5 points; Xinxiang municipal plus 10 points each time; Above the provincial level, add 20 points each time.
(two), outstanding work by Huixian County Bureau informed praise, add 5 points each time; Xinxiang Municipal Bureau will give praise and add 10 points each time. Provincial Bureau of praise, each with 20 points.
(3) The rationalization proposal put forward in the work will be added with 2 points each time it is adopted; If the overall work is promoted obviously, add 5 points each time.
(four) at the request of taxpayers, to provide delayed service, add 3 points each time.
(five), actively participate in various collective activities and competitions arranged by the Council, and score points according to the situation.
(six) make other outstanding contributions according to the specific circumstances of appropriate points.
VII. Additional points:
Additional deductions:
(1) Three-level monitoring system is implemented for the business that occurs every day, and 1 point will be deducted each time if it is not monitored in time as required. (2) If it is found that it is not handled according to the regulations, each household will be deducted 1 minute.
(three), according to the provisions of the acceptance, immediate delivery of relevant tax-related documents and materials, found that not in accordance with the provisions, each household 1 minute. (4) If the ticket is not reported according to the regulations, if it is found that it is not reported according to the regulations, it will be deducted 1 minute each time.
(five), in strict accordance with the provisions of the sale and storage of invoices and tax control equipment, found that not in accordance with the provisions of the sale of each deduction 1 minute.
Deduct 2 points for work mistakes caused by personal reasons, and deduct 5 points for serious work mistakes caused by personal reasons.
(seven) other phenomena, such as damage to the image of the tax service hall, will be deducted according to the circumstances.
Make appropriate deductions.
Eight, other related issues:
Other related issues:
(1) In the appraisal of "Service Star", the appraisal object has one of the following acts:
1, one-vote veto with dishonest behavior.
2. The taxpayer's complaint is the responsibility of the tax official to veto by one vote.
3. One-vote veto on major accidents that affect the overall work.
If there are the above matters, you will be disqualified from participating in the next month.
The score calculated by integrating the above score quantification mechanism is the final score of each staff member. According to this score and ranking, the service stars of the month are evaluated and the specific subsidy amount is calculated.
Before the implementation of this system, because there is no incentive mechanism, it is easy to buck the buck, which is not conducive to improving the service level and business quality and affecting the good image of the national tax. Since the implementation of the service star rating system, it has greatly stimulated the enthusiasm of staff. While actively doing their jobs, they often help each other to handle business, better serving taxpayers, reflecting the concept of efficient and convenient service, and the level of tax service has been significantly improved.
Since the implementation of this system for more than two years, the Tax Service Department has successively won the honors of Xinxiang Civilization Demonstration Window, huixian city March 8th Red Flag Collective and Xinxiang March 8th Red Flag Collective. The achievement of these honors is inseparable from the implementation of the service star assessment and appraisal system. (Purple should be removed and red should be modified) Purple should be removed and red should be modified)
The first article: Service Star Review
Appraiser of "Service Star" evaluation standard:
The project instrument (10) standard requires that the dress should be neat and tidy, and the sleeves, collars and skirts of summer clothes should not be exposed.
Wear a badge, watch or hang a watch at work.
Hair is not fluffy but eyebrows in front and shoulders in the back. Long hair should wear uniform hairpins and hairnets.
Don't wear heavy makeup, earrings (nails), rings, hand (foot) chains, soft-soled work shoes with uniform nail polish, and don't wear high heels and loud shoes.
Work actively, unite and cooperate, and don't make unprincipled disputes. Take the initiative to observe the condition and patrol the ward in time.
Obey the work arrangement, don't change shifts without permission, observe labor discipline, and don't be late, leave early or absent from work without reason.
Care for patients, implement protective medical system, and do not disclose patients' privacy.
Perform post responsibilities, be rigorous and cautious, and be responsible for personal practice.
Treat patients equally, respect patients and safeguard their health rights and interests.
Answer the red light in time to meet the needs of patients and don't stay in the office.
Score 2 2 2 2 2 7 3 2 2 2 2 2 5 Time:
Scoring method: 0.5 point will be deducted for one nonconformity, 1 point, 0.5 point will be deducted for one nonconformity, 0.5 point will be deducted for one nonconformity and 0.5 point will be deducted for one nonconformity. Ask a nurse or doctor. If you are lazy, you will be deducted for checking the schedule. Shift change without permission and on-site inspection will be deducted 1 point. Do not meet the requirements at a time, on-site inspection and ask patients 0.5 points. Do not meet the requirements, deduct points for on-site inspection. Do not meet the requirements, on-site inspection and ask patients 0.5 points. Do not meet the requirements, on-site inspection deducted 0.5 points. 1 minute will not be deducted for running a red light, 2 points will be deducted for 2-3 minutes, 4 points will be deducted for 3-5 minutes, all points will be deducted for on-site inspection for more than 5 minutes, 0.5 point will be deducted for one nonconformity, 1 point will be deducted for one nonconformity, and "four lightness" will be deducted for the second item (40 points) of the code of conduct: speak softly and walk.
Do "ten noes":
Don't leave your post without authorization, don't violate the nurse's instrument standard, 10 don't bring personal belongings into the workplace, don't eat in the workplace, don't receive private visitors and make private phone calls (non-emergency), don't do personal things, don't doze off or chat, don't argue with patients and caregivers, don't accept gifts from patients, and don't use their work to seek personal gain.
Sit, stand and walk in accordance with professional norms, and wear masks when entering the treatment room and dressing room; Replace the liquid end treatment tray and be polite when you meet pedestrians.
Do not wear work clothes to enter non-medical places such as canteens, reading rooms, shopping malls and banks.
3. On-site inspection: 0.5 points will be deducted for on-site inspection and 1 point for etiquette (25 points). The service attitude is kind, the explanation is patient, warm and thoughtful, and the communication with patients and their families is in place.
(10) There was no prevarication, and patients' satisfaction with nursing work was ≥90%.
) meet undergraduate course room staff into the office when the nurse should stand up, to show politeness.
Li warmly received the visitor, took the initiative to ask about his purpose and helped solve it.
The instrument receives new patients warmly and politely, and arranges beds reasonably.
Answer the phone within 5 tones.
Say hello.
The phone volunteered the name of the department.
Etiquette transfer within 30 seconds, take the initiative to reply.
(7) Be patient when answering questions. ) Polite conclusion: Abide by all operating rules, operate standard, be skilled, and be well received.
Pass the theoretical examination, and the operation assessment is over 90 points. 5 1 02242111515 to visit patients and check the suggestion book. If one item does not meet the requirements of public opinion survey, it will be deducted1point, and 5 points will be deducted for shirking, and the satisfaction will be less than 90. 5 points will be deducted for on-site inspection below 80%, 0.5 point will be deducted for telephone inquiry that does not meet the requirements, and 1 point will be deducted for irregular operation, violation of operating rules and unskilled technology (25 points). Do not meet the requirements, the basic theory test is unqualified 1 point, the operation test is unqualified, 5 points are deducted, and the interview nurse conducts on-site inspection. Deduct 1 point for one item that does not meet the requirements, so as to know the trends of patients on duty in the ward, master the situation of critically ill and surgical patients, and put all nursing measures in place.
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