In an instant, 20xx years have passed. Looking back on this year, with the care and guidance of the leaders and the support and help of my colleagues, I successfully completed this year's work. As a manager of the company, in the past 20xx years, I have completed my own work and successfully completed other tasks assigned by the leaders. I have improved in all aspects, but there are still some shortcomings. You need to continue studying and accumulate work experience in the future. This year's work and study are summarized as follows:
First, the administrative work is complicated and trivial. I have been doing a good job in the service of all departments to ensure the normal operation of all departments.
Second, do a good job in administrative personnel and materials, do a good job in the procurement and distribution of office supplies, and rationally allocate the use and management of various departments.
Three. Document management: write the minutes of 18 meeting for half a year, and complete the uploading and distribution of documents of all departments of the company.
Fourth, personnel management.
In 20xx, the company recruited talents through the Internet, newspapers, on-site job fairs and other channels. At the same time, visit the job fair on time at the end of each month to complete the recruitment of staff in various departments. Through the on-site job fair, on the one hand, we achieved the effect of promoting our company, on the other hand, we also completed the recruitment task of the department. Online recruitment Our company adopts the form of long-term cooperation and cooperates with xx and xx stations for a long time. Sometimes websites help us to recruit positions that are in great demand and play a certain role.
Verb (abbreviation for verb) daily administrative affairs
Assist the manager to complete the corresponding work in vehicle management and seal use of the company.
Processing of intransitive verb company information
Handle the annual inspection of company business license and organization code certificate.
Seven, system construction
On the basis of the company's various systems, we will continue to improve the company's vehicle management system, environmental sanitation responsibility area and vehicle management system, put the specific responsibility of vehicle use scope on individuals, make rational use of resources and save costs for the company.
According to the specific situation of the company, formulate the business trip management system and distribute it to all departments.
VIII. Approval Process of the Company
Re-customize the approval process of each company and various forms currently used, and standardize the approval process of various expenses of investment companies, decoration companies and construction companies. When each company signs a contract, the responsibility lies with the individual, and the contract is signed in accordance with the prescribed contract countersigning procedures.
Nine, participate in the production of the company's bidding documents.
Participate in the production of xxx and other tender documents in 20xx, and keep in touch with xx and other companies.
Insufficient
Need to be improved in the company's environmental beautification work; Strengthen the construction of corporate culture;
Lack of management awareness. For the work of other departments, there is less supervision and more logistics services.
The administrative department will face up to the shortcomings in its own work, actively improve and complete the work better, and coordinate the working relationship with other departments.
In 20xx years, under the correct leadership and strong support of the group company and the correct guidance of the leading group of xx company, in the face of the severe situation of fierce market competition, the administrative department closely focused on management, service, learning, recruitment and other work priorities, and paid attention to giving full play to the central hub role of the administrative department as a link between the preceding and the following, and coordinating all parties, making positive contributions to the successful completion of the company's annual objectives and tasks. The work of the past year is now reported as follows:
First, strengthen basic management and create a good working environment.
Creating a good working environment for leaders and employees is one of the important work contents of the administrative department. Over the past year, the administrative department has earnestly performed its duties and strengthened coordination and communication with other departments. The basic management work of the administrative department is basically standardized, and the related work is high-quality and efficient, which has created good conditions for the development of the company's work.
For example, the management of employee personnel files, training files, contract files and official seals is clearly defined and strictly regulated; The accuracy and timeliness of sending and receiving documents are achieved, and the official documents instructed by the leaders are handled in time without delay; The management and control of office consumables, the maintenance of office equipment, and the settlement and reimbursement of daily administrative business have been achieved normally and orderly. Successfully organized outdoor cultural development, badminton competition, reading essay, management, marketing training courses, employee health checkup and other activities, so as to be prepared before the activity, guided during the activity and have results after the activity, which was well received; The administration department has done its duty in dealing with people and things, personnel management, optimizing the office environment and ensuring the office order, which has set up a good image for the company and played a window role.
Second, strengthen services and establish a good atmosphere.
The core of the administration department's work is to do a good job in "three services", namely, service leaders, service employees and service square merchants. Over the past year, we have worked around the center and achieved the following three points in our service:
1, change passive to active. Focus on the key, difficult and hot issues of the company's work, and strive to make consideration the first and service the first. In particular, the daily work such as canteen, warehouse, procurement, control of vehicles and office consumables, and maintenance of office equipment managed by the administrative department is planned, measured, recorded and proactive. The daily work and temporary things assigned by the leaders can basically be handled in time and fed back in time, which is clear every day. When assisting other departments, we also adhere to positive enthusiasm and do not go offside.
2. In the work plan, highlight 1-2 "key" tasks every month. Make the work focused and innovative, and change the habit of waiting for the leadership to arrange the work of the administrative department.
3. Innovation and breakthrough in working methods. Constantly improve and innovate the working ideas and methods to meet the needs of the company's development, and make new measures to promote the work of the administrative department in by going up one flight of stairs. Effectively change the service mode of administrative departments, improve work efficiency, and enhance service awareness and professionalism.
Third, strengthen learning and form a good learning atmosphere.
In order to have a strong working ability and maintain the efficient operation of the administrative department, the staff of the administrative department must "recharge" in time in order to effectively perform their duties, so as to learn basic knowledge, deepen professional knowledge, be diligent in self-cultivation, be eager to learn, constantly supplement all aspects of knowledge and study the professional knowledge of the administrative department in depth. Over the past year, our department has started from strengthening its own learning, earnestly studied the company's business processes, group systems and other business contents, effectively strengthened the consciousness of theoretical and business learning, and formed a good learning atmosphere.
Fourth, earnestly perform their duties.
1, pay close attention to the supervision of employee etiquette and behavior norms and office order in the office environment. In strict accordance with the company's requirements, we strengthened supervision and inspection in terms of the company's employee's code of conduct and office environment, and conducted spot checks on the employee's behavior etiquette and the cleanliness of the office area, creating a good office environment and order.
2. Training: In order to effectively improve the quality of employees and better adapt to market competition, our department actively cooperates with the company to closely combine the optimization of personnel structure and the improvement of employees' quality with the development goals of the enterprise. During the "Learning and Training Month" activities, training courses in management and marketing were successfully held for nearly X hours, and the planning of training work was incorporated into the overall work plan of the department, and the political theory and professional skills training of employees were vigorously strengthened.
3. Human resource management: according to the personnel needs of various departments, ensure that the staffing is completely controlled within the standard establishment, which is in line with online search, newspaper recruitment and internal promotion.
The administrative department is one of the key departments of the company, and its internal management level is constantly improving, and it also has to deal with various inspections by industrial and commercial, social security and other organs. In xx years, the administrative work closely focused on the company's business policies and objectives, and closely followed the company's various work arrangements. The work of xx years is summarized as follows. The work of the administrative department in xx years can be divided into the following three aspects:
I. Personnel management
1. According to the actual needs of the personnel in each marketing department, a group of employees are reasonably recruited and assigned to various positions. At present, more than xx employees have been recruited in key markets such as xx, and more than xx employees have become regular employees.
2. Complete the personnel examination and approval of the personnel in each marketing department, such as entry, employment confirmation, resignation and post adjustment, and immediately report to the Human Resources Department of the Group Company;
3. Standardize the personnel files of all departments and establish electronic files, strictly review the files of all employees, and fill in all incomplete information.
4. Strengthen internal management and assessment: improve the company's employee performance assessment methods and establish employee performance assessment management files for each employee;
5. Job responsibilities: the division of responsibilities of each position is clear, and the job descriptions of the company's employees are written well, so that each employee knows his job responsibilities;
6. Communicate with the group headquarters to determine the signing of employee labor contracts and social security matters.
Second, the administrative work
1. Successfully organized the opening ceremony of the marketing center: according to the needs of the work situation, the marketing center is scheduled to open at the end of X. The administrative department will fight hard ahead of time, clean up the new office area, open computers, telephones and network cables in the new office area, and purchase office supplies, so as to make the marketing center open smoothly.
2. License processing: the license processing of Guangzhou office of the Group Company was completed as scheduled to ensure the normal work of the marketing center; And communicate and coordinate with each marketing department, and the license processing of each market is in progress.
3. Communicate with relevant functional organs such as industry and commerce to make the company's external work smooth.
4. Strictly review the use scenarios of office supplies in various departments, register the consignee, and reasonably purchase office supplies.
5. Strictly control all office expenses, with frugality and cost reduction as the first principle.
6. Do a good job in the logistics management of all departments of the company, such as air ticket reservation and accommodation arrangement. , and timely and actively complete all the work in daily management.
Third, the management and operation of the company.
1, according to the market development scenario and combined with the relevant systems of the group company, the corresponding management system is formulated, which makes all the work well documented and provides institutional guarantee for strengthening internal management. The Administration Department issued the Administration Department Management Manual, which includes fixed assets management measures, office supplies management measures, fax receiving and dispatching management, electronic document management, file management, printing and copying management, etc. , and formulated a number of rules and regulations such as the company's holiday duty system and health rotation system. After the implementation of various rules and regulations, the working procedures have been standardized.
2. Gradually improve the company's supervision mechanism and strengthen the supervision and management of employees.
3. Fully guide employees to take responsibility. Gradually clarify the responsibilities of various departments and ask everyone to take the initiative to assume their own responsibilities.
4. Strengthen the management of marketing departments throughout the country: uniformly implement various systems and management systems, uniformly use daily work forms, and require all marketing departments to report relevant statistical data every month.
There are still some shortcomings in xx years' work:
1. As the comprehensive management department of the company, there are still many shortcomings in the management and coordination of each marketing department, and the inspection of the work situation and personnel discipline of each marketing department is not enough;
2. Inadequate internal supervision and management (such as environmental and health inspection);
3. Lack of corporate culture and working atmosphere;
4. The staff training mechanism needs to be improved and strengthened;
5, personnel work is still in the traditional labor and personnel management, should gradually transition from the traditional labor and personnel management to modern human resource management.
In xx, the work of the Administration Department will focus on the following aspects:
1, continue to improve the company system construction. It is abnormal to strengthen system construction in daily administrative management and labor and personnel management. Revise and improve the reward and punishment system and incentive mechanism.
2. Strengthen training and improve the training mechanism. The competition of enterprises ultimately boils down to the competition of talents. At present, the comprehensive quality of the personnel in each marketing department of the company generally needs to be improved, especially the heads of each marketing department, who need to make training plans according to the actual situation to make the training work play a practical role.
3. Assist in market work, strengthen communication with employees, strengthen unity, and quickly create a good office environment.
4. Strengthen the file management of the company and strengthen the confidentiality management. The administrative department will focus on strengthening the modern management and computer management of archives, and strive to realize the electronic management of archives as soon as possible; Strengthen the management of confidential documents, and strengthen the collection, transmission, circulation and custody of confidential documents.
5. Strengthening labor and personnel management: The standardization of labor and personnel management still needs to be strengthened, and the management level should be improved, and the personnel file management should be improved to realize the transformation from pure routine work to modern human resource management.
6, the implementation of networking, improve the company's office efficiency, and gradually move towards the goal of paperless office.
7. Organize employee activities, strengthen the construction of corporate culture, and let employees have a good sense of identity and belonging to the enterprise. Although the administration department has made necessary achievements in the work of xx years, it still needs to work hard, strengthen learning, cooperate with the work of various marketing departments, and try its best to raise the overall image and work level of the company to a new level.
Summary of the annual work of the administration (4) After-sales administrative service is a job with high comprehensive skills, especially after-sales service personnel. The following is a summary of my personal work for 20xx years:
I. Daily work and business
1, it is necessary to understand the market situation, customer needs, and some enterprise operations and service channels;
2, personal accomplishment is more, have a higher level of knowledge, familiar with product knowledge, knowledge of machinery, devices and equipment used to sell products;
3, good personal communication skills, good oral expression skills, polite to people, know when and where to face what kind of situation is suitable for expression in what language, know a certain relationship, or have rich handling experience, have a certain personality strength, and a good first impression can give customers trust;
4, flexible mind, strong adaptability to the scene, able to go to the scene to use the site conditions to solve problems immediately;
5. The appearance needs to be neat and generous, and the words and deeds should be decent. You don't have to be handsome and beautiful, but at least you have to be worthy of the audience. Don't twist your nose and mouth, blow your beard and stare, which will damage the company's image;
6. Good working attitude, enthusiasm, initiative, timely service for customers, regardless of personal gains and losses, dedication.
Second, handling customer complaints and complaints
1. Create a customer complaint form or complaint registration form.
Information about complaints or complaints received from customers, such as company name, address, telephone number and reasons, should be recorded on the form; Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.
2. After receiving the information, the after-sales service personnel will conduct face-to-face communication by telephone, fax or at the customer's location to learn more about the complaint or the content of the complaint, such as the name, specifications, production date, production batch number, when to use it, the performance of the problem, what brand was used before using this brand, how it was used, and the recent use.
3. Analyze this information, explain and explain the work to customers, and stipulate communication and consultation with customers.
4. Report the handling situation to the leader, and the service personnel will put forward their own handling opinions. After applying for the approval of the leader, you should reply to the customer in time.
5. After the client confirms the treatment plan, sign the treatment agreement.
6. Feedback the agreement to the relevant departments of the enterprise for implementation. If you need to compensate for oil products, notify the warehouse to deliver them. If it is necessary to send small gifts, notify the market management personnel to distribute them.
7. Follow up the implementation of the processing results until the customer's reply is satisfactory.
Third, the specific methods of handling complaints
1. Confirm the problem
Listen carefully and patiently to the complainant, take notes while listening, judge the cause of the problem, and grasp the key factors in the other party's statement; Try to understand the whole process of complaint or appeal. If you can't hear clearly, ask in detail in a euphemistic tone, and be careful not to use offensive words, such as "Please say it again in detail".
Step 2 analyze the problem
When you are not sure, don't draw conclusions and make judgments on the spot, and don't promise easily; It is best to discuss problems with service personnel in the same industry, or report to business leaders and analyze problems together.
Step 3 discuss with each other
After consulting peer service personnel or company leaders and obtaining clear opinions, the field service personnel are responsible for negotiating with customers. Before negotiation, the following questions should be considered.
As an after-sales supervisor, I need to constantly sum up my experience. The following is a summary of my work in handling customer complaints in 20xx:
1, be patient
In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings. Instead, we should encourage customers to pour out their grievances and let them vent their grievances to the fullest. After patiently listening to customers' complaints and complaints and venting their satisfaction, you can naturally listen to the explanations and apologies of the service personnel.
2. Have a better attitude
Customers complain or complain that they are not satisfied with the products and services of the enterprise. Psychologically, they will feel that the company has wronged him. Therefore, if the attitude is unfriendly in the process of handling, it will make their psychological feelings and emotions very poor and worsen their relationship with customers. On the contrary, if the service personnel are sincere, polite and enthusiastic, it will reduce the mood of customer reconciliation. As the saying goes, "Angry people don't smile at people", a modest and friendly attitude will prompt customers to calm down and rationally negotiate with service personnel to solve problems.
3. hurry up.
Handling complaints and complaints quickly can make customers feel respected; Secondly, it can show the sincerity of enterprises to solve problems; Thirdly, it can prevent the negative pollution of customers from causing greater harm to enterprises in time; Fourth, it can minimize losses, such as parking fees and parking fees. Generally, you will receive complaints or complaints from customers, that is, you will know the specific content by phone or fax, and then negotiate solutions within the enterprise, and it is best to give customers a reply on the same day.
4. The language is appropriate.
Customers are dissatisfied with the company, and they may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining the problem, they should also pay great attention to the wording, be reasonable and decent, and don't say, "How can you use it?" "Do you know the most basic skills?" And other words that hurt people's self-esteem, try to communicate with customers in euphemistic language. Even if customers have unreasonable places, don't be too impulsive, otherwise they will only disappoint customers and leave soon.
5, a little more compensation
Customers complain or complain, to a large extent, because of the use of the company's Lv Hou, the interests are damaged. Therefore, customers often hope to get compensation after holding or complaining. This compensation may be material, such as replacing products, returning goods, giving away oil products, or spiritual, such as apologizing. When enterprises compensate, they think that customers can be located only by invoices, so they try to compensate as much as possible, sometimes both material and spiritual compensation.
6, the level is higher
After complaints and complaints, customers want to pay attention to themselves and their problems. Often the level of people who deal with these problems will affect the customer's mood of looking forward to solving the problems. If the senior leaders can personally go to the customer's office or personally telephone condolences, it will resolve the grievances and dissatisfaction of many customers and make it easier to cooperate with service personnel to deal with problems. Therefore, when dealing with complaints and appeals, if conditions permit, try to improve the level of service personnel who deal with problems, such as the leaders of our enterprises, or hire celebrities to help.
7, a little more ways
Many enterprises deal with customers' complaints and complaints as a result, which is to give them condolences, apologize or compensate for oil products, send small gifts and so on. In fact, there are many ways to solve the problem. In addition to the above means, you can also invite customers to visit customers who have successfully operated or have no such problems, or invite them to participate in internal seminars, or reward them.
The above is a summary of my work in 20xx years. I will continue to give full play to my advantages and do my job well.
Annual work summary personal essay (5) One year has quietly flown by before you know it. I have learned a lot and gained a lot since I joined the company in 20xx 10. When I first joined the company, I was not familiar with the company's operation mode and workflow. Thanks to the patient guidance and help of leaders and colleagues, I became familiar with the work materials and the functions of various departments in the company in a short time, which made me make progress in my work and benefited a lot. In the past year, although there is no vigorous achievement, it has been tested and honed for a period of time. Now I would like to briefly report my work since I entered the company to all leaders and colleagues:
First, the daily work of the front desk
1, responsible for answering the front desk service hotline and telephone transfer, doing a good job, carefully recording important matters and conveying them to relevant personnel without omission or delay;
2. Responsible for the reception, basic consultation and introduction of visiting customers, strictly implement the company's reception service specifications and maintain good manners;
3. Be responsible for the sanitation and cleaning of the reception room and leadership office of the company and the placement of tables and chairs, and keep them clean and tidy;
4. Open the door for colleagues in the morning. Ensure the timely supply of drinking water for employees; The collection and storage of newspapers and magazines and the collection and distribution of letters;
Second, the administrative work
The administrative work is tedious, from copying, scanning, faxing, ordering food, sending express mail, printing business cards, subscribing newspapers and magazines, keeping documents, contacting cleaning company to clean carpets, making a list of office supplies to be purchased, checking and forwarding emails, coordinating the environmental maintenance of office facilities, assisting the sales department in printing, sorting and binding bids, temporarily keeping and counting inventory items, and recording and sorting meeting minutes. As big as settling expenses, booking rooms, booking air tickets ... the completion of every job is a test of responsibility and work potential. How to simplify the complex, ensure foolproof, and obtain efficiency at the lowest cost is not only the requirement of modern enterprises for business personnel, but also applicable to administrative personnel.
Third, personnel management.
1. When I first arrived at the company, I was responsible for the company's attendance statistics. In the process of implementation, I adapt to the company's policy arrangement as soon as possible and make attendance statistics as truly as possible. At the beginning of each month, I make attendance statistics according to the statistical data and submit it to the finance department in time to make the payroll.
2. Personnel related information. In order to facilitate personnel work and standardize the situation of management personnel, the department has formulated relevant personnel forms according to the needs of work and under the guidance of superiors, and unified the format with Baoji, including application registration form, employee resume form, vehicle approval form, leave application form, non-punching registration form, etc. , but also strengthen the communication and contact between departments.
3. Filing personnel files and updating the communication materials of brother companies and related units in time are very important for improving the business efficiency of the company, so it is necessary to update the address book in time and upload it to the group mailbox for the reference of company leaders and clerks. In addition, in the management of employee files, we should use cardboard and electronic versions for backup, strictly review all employee files, fill in all incomplete information and update the latest information in time. The employee file is a resource base to grasp the basic information of employees in time, and it is also an important link to establish the talent pool of employees. It includes three parts: employee handwritten files, including on-the-job employee files, resigned employee files and candidate files. The establishment and effective management of archives will help the company to keep abreast of the on-the-job employees and personnel flow and establish the company's talent pool.
4. Do a good job in employee birthday statistics, remind leaders to prepare birthday gifts for everyone in time, and create a harmonious and warm environment for everyone, which is also a part of our company's corporate culture infrastructure.
5. Organize team activities every month. Organizing dinners in xxx, loving singing and celebrating employees' birthdays have achieved good results, strengthened communication among colleagues and enlivened the company atmosphere.
6. Assist department leaders in drafting administrative documents, holiday notices and warm notices. The new year means new opportunities and challenges for us.