20 14 years is coming to an end. In the season before the beginning of this year, the train conductor had learned something. Make a comprehensive and systematic summary of the coming year. This is not only a review of the work in the past year, but also a prospect of the tasks facing the new year. In the work of 20 14, the team, together with the three groups, conscientiously implemented the requirements of various documents of the section and the team headquarters, strictly implemented the integration of the two regulations, and deepened the strict implementation of various systems such as railway style, team management, standardization and regulations. With the care and help of Duan and the team leader, and with the joint efforts of all the staff, Hehe successfully completed various tasks and was fully affirmed and praised by Duan and the team leader. Of course, there are still some shortcomings in the achievements, which need to be improved in the future work, and a summary of the work of 20 14 is made.

First, civilized service, safety first

Safety work is a necessary condition to improve service quality. Ensuring the safe and reliable operation of train facilities and equipment is the necessary hardware foundation for providing good service for passengers during the shift handover operation. Strict implementation of standardization and safety management procedures, according to the actual situation of non-empty trains, especially for high-risk links such as train fire protection, fire protection and power facilities, passenger personal safety and operator personal safety. Strengthen the work of three inspections and three inspections, and the train conductor will take the lead in implementing it, set an example, put an end to the formality of three inspections and three inspections, correctly implement the three sentences of getting on the bus first and then crossing the gate, conscientiously implement the six-character formula, and resolutely hide dangerous goods under the car door. If the train is overcrowded, it is necessary to strengthen the inspection of the carriages, do a good job in the publicity of passengers' smoking ban, and always insist on cleaning up and investigating the hidden safety hazards of the train. Strengthen the supervision of boiling water supply for non-empty cars to meet the needs of passengers. Supervise the train attendants to seriously implement the "six ones" of the shift, strictly implement the requirements of luggage rack adjustment in front of the station and neat arrangement of luggage racks behind the station, ensure a safe distance of 10 cm, and try their best to reach the common standard of the three lines. Strictly implement the use system of climbing platform pedals and safety warning belts, and strengthen the safety publicity at the entrance of climbing platform vehicles.

At the end of the year, the motorcade organized a fire fighting and emergency response drill. As well as the audio-visual training of heating boilers, the actual combat drills were done adaptively, and the emergency treatment of drying cylinders and fire safety precautions were emphasized. Effectively prevent train fires and accidental injuries. At work, the train attendants are required to do a good job in ticket inspection and verification of the gate, put an end to the missed inspection before boarding, prevent non-empty, overcrowded and crowded passengers from summoning to board the train from the window, master the timely ticket inspection at key stations, avoid the occurrence of ticket evasion, find out the thoughts of employees, explain the long-term necessity of fire drills one by one, conduct home visits to employees with family difficulties, solve problems for employees with difficulties, and infect every employee with meticulous care.

At the same time, it meets the requirements of passengers for engraving books and adjusting drilling. Make use of the pre-shift meeting to clarify thoughts, and start with the professional ethics and responsibility thoughts of the train attendants, so as to strengthen the service consciousness of the train attendants, improve the service quality of the train attendants, guide the train attendants to resist the temptation of money, abide by professional ethics, and put an end to all kinds of off-road accidents.

Second, there is a reason to look inward.

1, the implementation of standardized operating procedures is not thorough, individual employees opportunistically simplify safety operating procedures, and the three sentences of stopping midway are not implemented in place. It was found that the six-character method of dangerous goods was not implemented in have it both ways, the self-inspection system of exit side doors was not implemented in place, and the safety publicity was not in place.

2. When the train was seriously overcrowded, the conductor failed to get off the train in time to take the passengers to the side door, which caused the passengers who got off the train to collide with the passengers in the overcrowded carriage, and the one-stop three reports were not in place, which led to a great discount on the service quality standard.

3. The car running at night is poor in hygiene, so it can't be swept with the dirty in time, and the train conductor's supervision consciousness is not strong. There is a problem that cleaning at night will affect passengers' rest and relax the standards.

4. The night sleeper car bench duty system cannot be effectively implemented. Some train attendants sit in the carriage to sleep while on duty, which not only lowers the standard of service quality, but also has potential safety hazards.

5. There is a phenomenon that spare parts are handed over on credit, and spare parts are handed over, and the system implementation is not in place.

6. The warehouse implements the caboose system, which is beyond words, and there are always people who enjoy it. During transportation, the conductor has nowhere to take a bath, which leads to ideological conflict and often leads to the phenomenon that the caboose is out of control.

7. Low salary, poor thoughts and feelings, great personnel changes, insufficient income and insufficient personnel. New employees and students have poor professional quality, no self-motivation, and muddle along. When a monk rings the bell every day, he is not sure about the content of the meeting, has insufficient confidence in the future and has no prospect.

8. When the passenger train is overcrowded, the conductor can't work in strict accordance with the standard procedures, and the six ones are left behind, and the environmental sanitation is particularly poor.

9. The train was delayed, the publicity was not in place, and the explanation to the dissatisfied passengers was impatient, careless and perfunctory.

10, the management of three passengers is not enough, and there is a phenomenon of laissez-faire

1 1, the guidance for tea workers is not in place, the supply of boiled water is in short supply, and fire hazards always exist.

12, the ledger is written in the form, and the skin is covered with grass.

Third, analyze the reasons and make serious rectification.

1, make full use of the pre-shift study meeting, strengthen the study of standardization and rules and regulations, and urge the train attendants to strictly implement standardization, especially the three-sentence six-character method for self-inspection and rear entry of side doors, and intensify the assessment after repeated instructions to prevent such problems from happening again.

2. Require employees to take seriously the "Three Needs, Four Hearts and Five Movements", overcome difficulties and persistently implement standard operating procedures. The key to understanding the three things of key passengers is to understand the difficulties and have service.