Summary refers to the written materials that social groups, enterprises and individuals review and analyze the study, work or its completion at a certain stage, and draw lessons and some regular understandings from them. It helps us to find the laws of the development of work and things, so as to master and apply these laws. Let's finish the summary carefully. How to write a summary so as not to be stereotyped? The following are three annual work summaries I collected for you. Welcome to reading. I hope you will like them.
Time flies, the annual work of 20xx will be over in a blink of an eye. Since I joined the xx project, with the guidance of project leaders and the support of various departments, I have basically completed the expected work objectives and various work plans at the beginning of the year. Over the past year, the customer service department has strengthened the internal management of the department, improved the service level of xx, improved communication with the owners, and properly handled disputes and compensation incidents related to the owners. The work of the department has been significantly improved, the working intention of the staff has been greatly improved, and the satisfaction rate of the owners has been significantly improved. This year's work is summarized as follows.
Xx fee 1 220,000 yuan this year (up to 20xx 12, 15), with a collection rate of 80%, and xx fee10,000 yuan last year; 42 compensation disputes were handled, with an achievement rate of100%; Coordinate the handling of 10 large xx warranty maintenance, and the owner is basically satisfied; Upon receipt of the owner's complaint 12 pieces, the timely handling rate100%; Daily repair 120 pieces were accepted, and the qualified rate was100%; Visited 700 people/time and accepted more than 200 suggestions.
First, the good performance of this department this year.
(A) standardize internal management, enhance the sense of responsibility and work efficiency of employees.
After joining the customer service department of xx project, I found that the internal management of the department is relatively weak, which is mainly reflected in the weak sense of responsibility of employees, insufficient work initiative, low work efficiency and procrastination. In view of the above problems, I further improved the departmental responsibility system and defined the responsibilities and work standards of departmental employees; Strengthen communication with employees, organize a number of targeted trainings, and regularly comment on employees' work, effectively inspiring employees' sense of responsibility. At present, the employees in the department have a high degree of work intention, which has changed from passive and conditional work to active and voluntary work attitude at the moment, thus promoting the development of various work in the department.
(2) Take various forms and measures to consolidate and improve the level of xx charges.
This year, a total of 65,438+0,000,000 yuan of xx fees were collected, with a collection rate of 7% higher than last year (the collection rate of xx fees was 60% last year), and the overall collection level was consolidated and further improved. To sum up, we have done a good job in the management of three charges. First, the forms of charges are diversified, with emphasis on strengthening door-to-door charges on holidays. Before, the customer service department mainly used telephone calls and posted notices. Both methods have the problems of low charging efficiency and poor willingness of car owners to pay. Therefore, Lu Yu and door-to-door charging methods are added to ensure that all customer service personnel charge at home every Saturday and Sunday, and communication with owners is strengthened through patrol and other opportunities to ensure charging efficiency. Second, service-oriented charging measures can promote the owners' willingness to pay by improving satisfaction. Charging work is the embodiment of xx service level and the basis of charging. Therefore, service is the foundation to improve the level of xx charges. This year, the unresolved disputes and compensation issues since the establishment of the project have been sorted out, and most of them have been solved in a focused and step-by-step manner, and the existing resources of the project have been used to help the owners solve problems such as decoration, maintenance and home furnishing. I believe that the owners will gradually increase their willingness to pay because of xx's meticulous service. Third, the charging work is performance-oriented, and the charging level is improved by encouraging employees to charge. Charging has always been the most difficult task for the customer service department, and the employee charges have always been low and low, and overtime will be added.
(3) Strictly grasp the service quality and level of customer service personnel and create a good service image.
The customer service department is the bridge and information center of the management office, which plays a role in connecting the inside and outside. The service level and quality of customer service personnel directly affect the overall work of the customer service department. Since the second half of this year, our department has focused on employee service management on the basis of doing a good job of charging. Before going to work every day, employees conduct self-inspection and mutual inspection on dress and etiquette, so that the customer service personnel maintain a good service image, strengthen the language, etiquette, communication and problem-solving skills training of customer service personnel, and improve the service quality of customer service personnel. The department has established the service concept of "thoughtful, patient, enthusiastic and meticulous", and put this concept into service for the owners, taking the owners' affairs as their own business in service.
(4) Successfully completed the second-phase check-in work, which laid the foundation for the overall work of the customer service department.
At the end of June, the project received the second-phase occupancy task, and our department was mainly responsible for data distribution, contract signing, owner dispute handling and so on. A total of 852 households went through the check-in procedures, and 3 1 piece of disputes were handled during the check-in. All procedures were handled in time and accurately, and the owners of all kinds of disputes were basically satisfied. Before the official check-in, our department worked overtime to prepare check-in materials, contracts and other documents, formulated detailed and unified statements, and organized many check-in drills. In the process of handling the formalities, the customer service staff learned and mastered the family characteristics, customer types and basic economic conditions of the owner through contact with the owner, which laid the foundation for future charging and service work. In the process of handling formalities and disputes, the customer service staff patiently explained and answered the questions raised by the owner, showing a good customer service image to the owner.
(five) closely cooperate with various departments to do a good job of internal and external contact and coordination of the management office.
The important function of customer service department is to contact the internal management office and the external work of the owner, and bring services to the owner in time through feedback information. This year, 92 engineering problems, 40 safety problems, 23 cleaning service problems and 56 developer problems were handled in coordination. The focus of customer service coordination is the follow-up and handling strategy of the problem. In the process of dealing with problems, our department has tracked, fed back and reported, which has solved the coordination work well.
Second, the problems existing in the work of the department
Although the overall work of this department has achieved good results, there are still some problems. In order to further improve the work next year, the problems existing in our department are summarized as follows.
(1) The staff's professional level and service quality are low.
Through the work and practice of the department for half a year, the customer service level is low and the service quality is not very high. At present, the skills and methods of dealing with problems are not mature enough, the experience of dealing with emergencies is insufficient, and the professional quality in service is not very high.
(2) The growth level of 2)xx charging performance is not high.
Judging from the current charging level, there is still a necessary gap compared with the average level of 75% in this city. The main problems are improper ways and means of urging fees, low employee intention, problems left over from previous and daily services not solved in time, and low overall service level of the project, among which employee intention and methods of urging fees are the main factors.
(3) The department management system and process are not perfect.
In the past six months, the department focused on charging and repossession, thus neglecting institutionalization. At present, the system of employee management, service standard and operation flow is not perfect, and the work efficiency, employee responsibility and work intention of the department will inevitably be affected.
(four) the coordination and handling of the problem is not timely and inappropriate. The feedback of complaint handling, owner's opinions, suggestions, owner's help and other information is not timely and comprehensive, and the problems are not followed up and reported in time after receiving them, and the methods and methods of dealing with the problems are improper.
Three. Key points of 20xx work plan
The key work of our department is to further improve the level of xx fee, which will increase by 4-7 percentage points on the basis of 2009; Department management is basically institutionalized, and staff's sense of responsibility and service level are obviously improved; Various services were carried out in an orderly manner, and the satisfaction rate of owners was greatly improved compared with last year.
(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached about 85%.
(two) to further improve the level of xx charges, to ensure that the charging rate reached about 80%.
(3) Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved.
(4) Improve the customer service system and process, and basically realize institutionalized management.
(five) closely cooperate with the work of various departments, timely and properly handle the disputes and suggestions of the owners.
(six) to strengthen the management of cleaning outsourcing, so that there are inspections and assessments, and constantly improve the quality of service.
Looking back on 2009, our work was full of hardships and setbacks, but we gained growth and achievements. Looking forward to next year, we will face opportunities and challenges. To this end, all staff of customer service department will continue to unite and work together with Qixin to achieve departmental goals and contribute to the company's development.
In 20xx, under the strong leadership of the district committee and district * * *, and with the care and support of the Municipal Water Affairs Bureau, our district further strengthened the construction of water conservancy infrastructure, which made the water conservancy work in our district present a good situation of strong guarantee, accelerated development and strengthened management. Now the completion of water conservancy work in 20xx and the work plan for 20xx are reported as follows:
1. Complete water and drinking water safety and small-scale water surface projects for small farmers in 20xx.
With the care and support of the higher authorities, the total construction investment in our district this year is 44410.94 million yuan, of which * * * investment is 38.8827 million yuan, local support is 44/kloc-0 1.654338+0.23 million yuan. Two rural drinking water safety projects and Donggou Township drinking water safety project, with an investment of 4,477,800 yuan and 33.9 kilometers of new pipelines, solved the drinking water safety problem of nearly 5,000 people in 7 villages; The drinking water safety project in five villages, including Quanquanhu Village in Xigou Township, invested 58 1. 1.6 million yuan and built 34.54 kilometers of new pipelines, which solved the drinking water safety problem of 4,200 people in five villages (the project has entered the bidding stage at present); New small water surface (pond, reservoir) with water storage capacity of 510.7 million cubic meters; New main canal 31.4km.
(1) The rural drinking water safety project is progressing smoothly.
According to the planning requirements of Urumqi 20xx-20 13 rural drinking water safety project, this year, our district further strengthened the construction of rural drinking water safety project. The drinking water safety project in Donggou Township invested 4,477,800 yuan and built 33.9 kilometers of new pipelines, which solved the drinking water safety problem of nearly 5,000 people in 7 villages. The drinking water safety project in five villages, including Quanquanhu Village in Xigou Township, invested 58 1. 1.6 million yuan and built 34.54 kilometers of new pipelines, which solved the drinking water safety problem of 4,200 people in five villages (it has been completed and the design is feasible, and it has entered the stage of project bidding).
(2) The construction of irrigation and water conservancy infrastructure has been solidly promoted to ensure the smooth implementation of the "Green Park" project.
According to the strategic goal of "building an ecological zone" in our region, Dabancheng started the "Green Park" project with ecological construction as the core in 20xx. This year, the water conservancy supporting project of Dabancheng Green Garden Project, the supporting water supply project of Dabancheng Green Garden Greening, the Dabancheng Huang Qu Branch Canal Project, the Dabancheng Waterworks Extension Project, the Hongkengzi Reservoir-Dabancheng Water Supply Pipeline Project and the Dabancheng Ecological Forest Irrigation Water Source Project have all been completed. The first project of Lanzhou Bay has completed 70% of the total engineering quantity, with a total investment of 855,045,438+0,000 yuan. A total of 78.7 kilometers of anti-seepage channels at all levels have been built or rebuilt, and water diversion pipes 15 kilometers have been built, increasing the water storage capacity by 610.7 million cubic meters and improving the irrigation area10.2 million mu. Through the implementation of these projects, the irrigation water for agriculture, forestry and animal husbandry in daban town Irrigation District is ensured, and the domestic water for the whole town residents is ensured. To a certain extent, the flood control capacity of the middle and lower reaches of Aksu River and Gaoyazi River has been improved, adding a water landscape to the town. At the same time, these water conservancy projects also give full play to their engineering benefits in reducing groundwater exploitation and wetland protection.
(3) Strictly implement the responsibility system for production safety.
Focusing on the main line of "controlling hidden dangers and preventing accidents" to prevent all kinds of water conservancy accidents, our district has set up a leading group for water conservancy work safety production, and signed a "Responsibility Letter for Water Conservancy Work Safety Production Target" with the heads of water pipe stations and towns to be responsible for the safety of various projects. Conduct regular or irregular inspections on the safety production of water conservancy work in the whole region, and earnestly ensure that the safety production work is planned, supervised and implemented. Since the beginning of this year, there have been no major water safety accidents in our region.
(4) Existing problems
1. Our region is rich in water resources, but in recent years, the water supply of Chaiwobao Lake is insufficient, the water level drops seriously, and the surrounding ecological environment shows a trend of desertification, which will pose a serious threat to the urban ecological security in the long run. In order to scientifically and reasonably develop and utilize water resources in our region and maintain regional ecological balance, it is necessary to make a scientific overall planning of water resources in our region to guide the sustainable development of "ecological water conservancy" in our region.
2. Most of the existing water conservancy infrastructures in our region were built in 1970s, and the projects were in disrepair and seriously aging. In addition, the field canal system is not matched, and there is no bucket canal and agricultural canal, which causes serious waste of water resources. There is no controlled reservoir in the upper reaches of the river, and the existing flood control projects have low construction standards and weak flood control ability, which poses a serious threat to the downstream infrastructure and the safety of people's lives and property.
Two, 20xx small-scale water, drinking water safety, small-scale water work plan
The year of 20xx is the second year of implementing the Twelfth Five-Year Plan in our region, and it is also a crucial year for water conservancy development and reform in our region. Adhere to the strategic goal of "building an ecological zone, rejuvenating the zone through tourism, strengthening the zone through industry and rejuvenating the zone through science and technology", focus on solving the bottleneck problem of water resources that plagues the sustainable economic development of Dabancheng, and strive to build an "ecological water conservancy" to provide a good water environment for the sustainable economic and social development and ecological zone construction of the whole region.
1. Strengthen the construction of farmland water conservancy infrastructure and further promote the construction of farmers' water users associations.
Up to now, there are more than 500 kilometers of buckets and agricultural canals in the whole region, of which the anti-seepage length is 156 kilometers, and there are nearly 350 kilometers of buckets and agricultural canals that need to be built urgently. With the increasing investment in farmland water conservancy infrastructure and the increasing awareness of farmers and herdsmen in our region, our region plans to basically improve the construction of farmland water conservancy infrastructure in 5-8 years. This year, it is planned to complete the transformation project of 3,000 mu of medium and low yield farmland in Xigou Township, with a total investment of/kloc-0.6 million yuan and a new agricultural canal of 6 kilometers.
In recent years, the management of rural water conservancy construction in our region has gradually developed to the track of * * * organization and guidance and democratic participation of the whole people. This year, the construction of farmers' water users' associations will be carried out in villages and teams with mature conditions, so that farmers and herdsmen's water users can enhance their awareness of water saving, improve the utilization rate of water, reduce irrigation costs, improve irrigation guarantee rate, and achieve the purpose of saving water and increasing income.
2. Further intensify the construction of rural drinking water safety projects.
Since 20xx, our district has successively completed eight drinking water safety projects, including Gaoyazi Ranch Drinking Water Safety Extension Project, Shuimo Village No.5 Team Drinking Water Safety Project in Xigou Township, and Chaiwobao Agricultural Brigade Drinking Water Safety Project for People and Animals, with a total investment of 8 1.4 million yuan, which solved the drinking water safety problem of 5,390 people. In 20xx, it is planned to complete the drinking water safety project in Donggou Township, with a total investment of 4,477,800 yuan and 33.9 kilometers of new pipelines to solve the drinking water safety problem of nearly 5,000 people in 7 villages; The drinking water safety project in five villages, including Quanquanhu Village in Xigou Township, has a total investment of 58 1. 1.6 million yuan and 34.54 kilometers of new pipelines, which has solved the drinking water safety problem of 4,200 people in five villages.
3. Strengthen the comprehensive management of water resources.
First, do a good job in publicizing water laws and regulations, take various forms and channels, do a good job in all directions with the help of public opinion, enhance the awareness of flood disasters in the whole society, and promote water control according to law.
Second, strengthen the unified management of water resources, river management and supervision and management of soil and water conservation, comprehensively implement the system of water intake permit, paid use of water resources and the system of preparation, examination and approval and monitoring of soil and water conservation schemes for development and construction projects, and strictly enforce the law and manage them; Pay attention to the improvement of the quality and law enforcement ability of the water administration supervision team and increase the punishment of water cases.
The third is to strengthen the post-construction management of water conservancy projects. According to "Dabancheng Water Conservancy Project Management Responsibilities", we will further clarify the management subject and responsibility, gradually change the situation of light management in reconstruction, ensure the normal and safe operation of water conservancy projects, and give full play to the best social and economic benefits of water conservancy projects.
In 20xx, I obeyed the company's arrangement and served as the project manager of "XX Commercial and Residential Building" developed by xxX Group with a construction area of more than 200,000 square meters and a total project cost of more than 70 million yuan. A series of problems need to be solved urgently, such as the pressure of funds, the difficulty of construction technology and the organization of the main management personnel of the project department. Any mistake will bring immeasurable pressure to the smooth completion of the project. "People-oriented", especially the selection of construction management personnel for major projects, are carefully selected, technically independent and have considerable on-site construction management experience. The optimal combination of the main managers of the project department is a powerful guarantee to complete the project.
Any project is composed of three aspects: personnel, funds and material resources. The lack of any one aspect will bury hidden dangers for the quality, safety and progress of the project. Choosing a "people-oriented" construction team is my key consideration. In the process of organizing construction teams of various types of work, the professional and technical quality and safety and quality awareness of team leaders are the key. They are the leading geese in the construction process of various types of work, and their comprehensive quality plays a mainstay role in the whole project.
The amount of funds invested and the speed of funds in place are the barometer to ensure the quality of building products, ensure safe production and finish on schedule. Only sufficient funds can ensure the quality and safety of production and finish it on schedule. However, as far as the current situation is concerned, the construction industry is already a low-profit industry, and the low rate of funds in place for some construction parties has increased our economic pressure. However, no matter how tight the funds are, the wages of migrant workers and managers in our project department are still paid on a monthly basis, and there has never been a phenomenon of deducting or defaulting on the wages of migrant workers due to financial constraints.
In daily construction, we strictly control the quality. In order to ensure the quality of each working procedure, the project department is equipped with a full-time quality controller to fully track the construction process and never affect the quality due to financial difficulties. The overall quality of the project has been well received and affirmed by the owner and relevant parties.
Safety is the benefit of enterprises; Safety is the life of workers! This is not a simple slogan. As we all know, the construction industry is an industry with high incidence of safety accidents. Construction workers come from all corners of the country, with language barriers, great environmental differences and low cultural quality. Poor awareness of production safety is an important reason for frequent accidents in production safety. In view of these practical problems, my project department is equipped with full-time security officers to make technical disclosure on safety production for each construction worker on the construction site and sign safety production agreements. In the process of daily construction, if any violation or operation is found, it should be corrected in time, and the meeting of each operation team leader should be held at any time to analyze the reasons such as the consequences of violation and dangerous behavior, and the timely treatment methods for the team's violation behavior should be announced in the form of notice. In order to ensure the safety in production and the life safety of construction workers, the project department invested100000 yuan for lighting safety production under the condition of quite tight funds. The main distribution box, cable, switch box and operation box for construction electricity are basically set up and newly prepared according to the specifications. All main cables are laid with brick cable trenches and covered with cement precast slabs; It ensures the safe use of electricity for all types of buildings. In the daily electricity management, the project department assigns a full-time electrician with professional business and good technical quality to check the electrical equipment irregularly, rectify hidden dangers in time, and prevent safe electricity accidents.
"Safety and quality coexist" and "reputation and benefit coexist" are the project management purposes of our project department.
The purpose of project management is the pursuit and goal of our project management. Honesty is the foundation, truth is the first thing, which is my oath when I enter this industry. Everyone says that the oath is silent. The so-called sincerity, I think the most important and easily overlooked point is loyalty to the enterprise. Loyalty to the enterprise, sincerity to the enterprise and attaching importance to the brand of Construction Engineering Group have always been my simplest working motivation. How many seniors held up the Zhu An brand? What kind of opportunity, what kind of struggle, this brand has what kind of cohesion. Serving the enterprise and then getting paid back is the simplest working principle and win-win logic.
To be rewarded, you must pay, you must pay enthusiasm, wisdom, courage and perseverance. It is enthusiasm, wisdom, courage and perseverance that make me really enjoy my work. In the process of communicating with the host, without this premise of self-requirement, many personal emotions will appear. Enthusiasm allows me to overcome restlessness, wisdom allows me to realize the strength of the team, courage gives me the motivation to explore, and perseverance makes me indomitable. Since managing this project, the biggest experience and my biggest change is reconciliation. The Book of Changes says that friends fall in love according to their ideas. I don't know much about this meaning. But I think all the people and things around a project I have come into contact with have a yearning for cooperation and a goal. The concept of cooperation is great, but project management is a work that must be refined. Because it is responsible, it is exquisite. Compared with exquisiteness, strictness is neither worth mentioning nor necessary.
The process of cooperation with the general contractor is not only a process of emphasizing cooperation, but also a process of lowering one's role concept, listening more, seeing more and mastering more, and aiming at the goal. I ask our managers to do their own work first. It is necessary to cooperate with the general contractor, but it is by no means unprincipled and bottomless. In this process, it is necessary to coordinate and mobilize all factors to achieve beneficial results. In the current construction industry, it is very difficult to seek profit space by a large number of visas. Therefore, cost control is particularly prominent. Among all the costs, the material cost is the most important one. In terms of material management, according to the construction budget, I organized the construction material demand plan. At the same time, according to the actual situation of this project, I organized various groups to make material use plans and return plans. In the use of materials, I ask everyone to adhere to the quota acquisition system. According to the construction budget, arrange the project manager to count the construction content and quantity of each team in time, and make a comparative analysis with the budget in time to control the material use and labor cost distribution of each subdivisional work.
The machines and materials used by each team are required to be collected by each team. The worn materials are allocated according to the budget, and each floor is counted. If waste is found, it will be corrected in time. The turnover materials shall be returned by each team after use, and the teams shall be responsible for compensation for the insufficient quantity.
In the 20xx years' work, although some achievements have been made in the projects I am responsible for, there are still many shortcomings that need to be summarized and improved. In the new year, I will pay more attention to three aspects of management:
The first is the management of people. People are the organizers and executors of management, and project managers cannot relax. Only when all the managers cooperate closely and perform their duties, can all aspects of the construction be interlocked and the overall work be orderly.
The second is the management of things. That is, material management. In 20xx, I will continue to do a good job in the quota acquisition system in project management, and further refine it, and make a comparative analysis with the project budget on a regular basis to find out the shortcomings and formulate countermeasures.
The third is the management of law. That is, the research and management of construction methods. On the basis of the company's preventive measures, combined with the actual characteristics of the project, optimization and improvement were carried out to form a set of effective construction methods to guide the construction and workers' operation.
In short, in the new year, I will further improve myself, research and improve project management methods, and make contributions to the development of the company.