Written materials that summarize the study, work and life of a period, a year and a stage can improve our ability to find problems, so write a summary. So what should be included in the summary? The following is a summary of the annual work of the airline operation command center that I helped you sort out, hoping to help you.

In XX, under the strong leadership of the leadership team of Ground Service Company, the Operation Command Center carried out the safety service of the Operation Command Center closely around the general idea and central work of Ground Service Company in XX, and achieved good results in the aspects of large aircraft support, flight supervision, flight delay support, special plane support, statistical analysis of production data, and the leading role of command and coordination resource allocation. The report reads as follows:

First, lay a solid foundation for safety management and improve operational quality.

Safety in production is the lifeline of the operation command center. In this year's KPI target of safety performance evaluation of operation command center, the third safety error 1, the fourth safety error 6, command responsibility and apron vehicle collision are all rejected indicators. In order to implement the safety performance evaluation index, we mainly grasp the following aspects:

Strengthen training. Combine employee job training with safety awareness education, enrich the training content of morning meeting and weekly meeting twice a month, and strengthen the training effect through various forms such as airline differentiated business rules learning, job risk identification and risk management, typical case analysis, and employee self-presentation.

Safety responsibility is implemented to people. Safety performance appraisal indicators are decomposed into teams and groups, and then decomposed into posts by teams and groups, and safety objectives are implemented into posts. The awareness rate of employees is required to reach 100%. For key people, the team leader and the leaders in charge will have one-on-one talks and help; For the key flight support, the team members carry out follow-up operations.

Sort out and optimize the business interface process. In view of the external interface processes such as the pre-distribution and loading time of goods at the cargo terminal, the filling and handover of the loader list, and the determination of the number of luggage containers, the cargo terminal and the cargo insurance department respectively communicated and coordinated, clarified the contact and handover mode of operation time, optimized the operation process of large aircraft support, and ensured the smooth development of the aviation letter support work.

Strengthen the functions of loading and unloading supervision and flight site supervision. At present, the number of supervisors has reached 18. Through systematic pre-job training, the qualifications of supervisors are strictly controlled to ensure that every supervisor can meet the requirements of supervising and guaranteeing flights. At this stage, the supervision team has supervised the key routes and flights with more goods, and the supervision coverage rate has reached 80%. After three months of pre-job training and passing the examination, new employees will realize 100% supervision of flights. Through flight supervision, supervisors can rectify the situation of on-site support in time and fill in the gaps in time. At the same time, the problems existing in the support will be fed back to the relevant departments in time through weekly evaluation and other forms to promote their improvement, so as to achieve the purpose of improving the quality of flight support.

Integrate SMS management into post operation. The stowage post, driver post, dispatching post and supervision post sort out the possible safety risks in the work, extract the key control points of post safety, and make post risk identification cards for employees to wear, reminding employees to keep in mind the safety risk control points at all times. At the same time, strengthen risk management, establish a risk source library, and improve security risk response measures. By mid-June, * * * had formulated four emergency plans, which effectively reduced the risks in flight support operation and improved the operation quality.

Strive to play a leading role in commanding and coordinating resource allocation. Establish a multi-directional three-dimensional supervision system to escort the front-end security service operation of ground service companies. With the theme of "giving full play to the leading role of commercial dispatching, comprehensively grasping the flight support progress, scientifically commanding and improving the operation quality", the commercial dispatching room launched the "CPU" team creation activity. Efforts will be made to establish a multi-directional supervision system that combines on-site supervision of flight supervision teams, real-time monitoring of electronic screens and real-time monitoring of commercial seats, effectively monitor safety service failures in the process of operational support, give full play to coordination and command functions, and effectively improve safety margin, service quality and operational efficiency.

As of mid-June, the safety work of the Operation Command Center was basically normal, with only 1 Class IV safety errors. According to the time schedule assessment, the safety performance assessment target value was not exceeded.

Second, benchmark operation, standardize operation and improve service quality.

This year, the service performance evaluation indicators of the operation command center are: four types of service complaints and four types of service errors, and the satisfaction of external passengers is excellent. Focusing on the core concept of "China Service", which is safe, smooth, convenient, efficient, caring and pleasant, the Operation Command Center strictly carries out benchmarking operation and standardized operation, constantly improves the service shortcomings that affect passenger satisfaction evaluation, and strives to improve service quality. The specific approach is:

Fully docking CAH aviation ground service standard. The CAH Aviation Ground Service Standard is made into a flight support process control list according to the support process system, and all support posts are required to complete check-in, boarding and unloading, stowage, manifest delivery and baggage delivery in strict accordance with the standard. At the same time, the flight supervisor supervises the flight support operation in strict accordance with the Flight Support Process Control List, stops the illegal operation, and reports according to the information notification requirements.

Set up a flight extension service team to do a good job in passenger protection. The commercial dispatching room is responsible for the background information coordination and grouping of flight delay service teams, actively reporting flight information, actively communicating and coordinating relevant departments and airlines, striving for reasonable airline compensation policies, arranging suitable accommodation services, meeting the needs of passengers as much as possible, and ensuring the smooth development of flight delay work. By mid-June (the 24th week), * * * guaranteed the delayed flight 1327, arranged 346 meals15 for passengers, and accommodated 49 14 rooms. In his letter, Xiang Peng praised the flight delay guarantee.

Optimize post process and improve work efficiency. The stowage room absorbs and optimizes the new seat control business after process reengineering without increasing personnel. With the increase of flight volume, stowage business and seat control business grow simultaneously. By optimizing post process, improving labor efficiency, adjusting scheduling and other measures, the stowage room eased the tension of stowage personnel and realized the smooth transfer and transition of seat control business.

Actively promote the "manifest upload" technical transformation project. In order to further shorten the delivery time of paper cabin stowage manifest, improve flight support efficiency and save labor cost, stowage room carefully studied the possibility of transplanting the operation mode of airline manifest uploading to airport ground handling agency, and communicated with civil aviation data company (ADCC) for many times, thus forming a feasibility report on the technical transformation project of ground handling company's "manifest uploading". In the next step, the stowage room will actively coordinate with relevant departments and strive to promote this work.

Third, do a good job in controlling the cost of pressure drop to save energy and reduce consumption.

The controllable cost budget of the operation command center this year is only 6.5438+0.63 million yuan. Although it is difficult to complete, the operation command center still strictly implements the internal control system of the territorial service company, decomposes the controllable cost of the department into various teams and groups, strictly implements the budget, and implements the management measures of replacing some office supplies with old ones; Establish the handover system of oil card use, strengthen the management of vehicle oil use, and clarify the administrative assistant as the responsible person.

Fourth, solidly promote the strategic decoding work.

In order to implement the strategic decoding and docking work of the Group Company, the "Third Campaign: Deepening Process Reengineering and Improving Operation Quality" was broken down into 1 1 detailed work measures (the serial number in the summary table of ground service measures is 1828), and now the operation command center is implementing various work measures as scheduled.

Dynamically manage the interface process. Before the end of May, the flight guarantee time standard, international cargo and mail guarantee process, flight guarantee standard, pilot receiving manifest process, cargo storage process, loading supervision, unloading supervision and clearance process, supervision work instruction, international cargo handover process, large aircraft operation guarantee process, passenger cabin clearance of alternate flights and related work regulations were formulated.

Problems to be solved in the work:

1, business assessment indicators need to be adjusted. The total controllable cost actually incurred in XX years is

200,000, the budget of XX is 6.5438+0.63 million. Considering two new teams (supervision office and statistics office) 12, the number of people increased by 40% year-on-year, and the application was increased by 50,000 yuan.

2. Adjust the post level. With the increase of feeder lines and international flights, international stowage

The workload has also increased accordingly. Considering the huge difference between international stowage and domestic stowage (for example, foreign airlines have their own stowage system), it is suggested that an international stowage post should be added to the on-the-job salary level to reflect the difference between international stowage post and domestic stowage post and fully mobilize the enthusiasm of stowage personnel for China Airlines and other international flights. At the same time, do a good job in international stowage positions.

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