Summary of the Work of Creating a Provincial Civilized City Since the launch of the work of creating a provincial civilized city, the Bank has closely focused on the center, focused on development, focused on creating and promoting development, organically combined the creation of civilization with strengthening self-construction, actively adopted measures to implement CIS brand building, improved the standard service level of service windows, and strived to create a civilized, harmonious, standardized and orderly window image. The summary report of our civilization creation work is as follows:
First, strengthen organizational leadership and form a joint force.
1, set up a leadership class. A leading group for the "Civilization Creation" activity of xx City Commercial Bank was established, with President xx as the leader, Vice President xxx as the deputy leader, and the heads of relevant departments as members. Under the leading group, there is a Civilization Creation Office, which implements the responsibility system of the top leaders to ensure that the main leaders personally grasp the work of civilization creation, and the team members are responsible for their own duties. The Civilization Creation Office pays special attention to ensuring the normal development of civilization creation activities.
2. Make a creative plan. In order to implement the civilization creation work, according to the specific requirements of civilization creation work and the actual situation of the Bank, a feasible implementation plan for civilization creation work is formulated, in which the guiding ideology, stage objectives and specific measures are clearly defined, and the main responsible persons of various departments involved in the creation work are assigned specific tasks, which are divided into work and collaborative creation, and the objectives of civilization creation work are clearly defined.
3. Carry out thematic activities. According to the implementation plan of the theme activity of "Creating a Civilized City, Being a Civilized Citizen and Building a Happy xx" of SASAC, the theme activities such as "Citizen's Civilized Quality" and "Civilized Behavior" were carried out throughout the bank. Cadres and employees at all levels, through what they see, hear, think and feel, actively write their experiences, compete to make suggestions for creating activities, standardize their words and deeds in their daily work and life, and strive to be civilized citizens.
The second is to standardize the construction and improve the service level.
1, brand building. According to the requirements of the creation work, combined with their own reality, vigorously implement CIS brand building and strive to enhance the brand image. First, through the publicity and promotion of logos, main slogans and corporate colors. , forming a unified brand logo of the whole bank; Second, comprehensively carry out and implement EI corporate environmental image project, comprehensively unify the internal and external environmental decoration and office facilities of our business outlets, and create a professional and standardized boutique bank image by improving the quality of business premises.
2. Improve the rules and regulations. We will vigorously improve the service quality as an important measure to build a good brand corporate image, and actively improve various service management systems. Nine service management rules and regulations have been formulated, revised and improved successively, such as Management Measures for Etiquette Service of Staff in Business Hall, Service Behavior of Office Staff and Management Guidelines for Service Environment of Business Hall, to guide and standardize the service behavior of staff throughout the Bank.
3. Develop skills training. On the basis of organizing employees to seriously study service management rules and regulations, we will further strengthen the training of employees' service etiquette, business skills and professionalism. Shenzhen Star Etiquette Training Company, a professional training institution, is specially hired to provide professional training on service etiquette for employees at different levels of the Bank to improve service quality. At the same time, we will comprehensively improve the overall quality of employees and actively create a civilized and standardized service window by means of early meeting simulation training, observation and reference.
4. Accept social supervision. Hire social supervisors, go deep into various outlets and headquarters departments, and make unannounced visits to the civilized and standardized service of counter staff and headquarters staff through business consultation, business handling, observation and evaluation, so as to reflect the counter service problems more comprehensively and timely and promote the civilized and standardized service of employees. At the same time, strengthen the handling of complaints and violations of civilized norms, designate special personnel to track and handle customer complaints, and do a good job of paying a return visit to customer complaints to ensure customer satisfaction.
5. Carry out selection and commendation. In order to stimulate the enthusiasm of employees to participate in the creation work, the whole bank vigorously carried out the selection activities of "civilized and standardized service star" and "civilized and standardized service demonstration window" By commending advanced models, employees are encouraged to improve service quality and service attitude, and the image of service window is constantly improved, so as to improve the civilized and standardized service level.
Third, advocate voluntary service and fulfill social responsibilities.
As a local commercial bank, the Bank is actively fulfilling its social responsibilities while continuously developing its business. Through a series of voluntary service activities, it has formed the spirit of loving and working hard, improved social customs and provided a strong public opinion atmosphere and ideological guarantee for creating a civilized city. Including the voluntary service activities of "caring for others and caring for society" widely carried out in the whole bank, and the "Join hands 1+ 1" public welfare aid activities organized successively, which "paired up" with the Gulin County Youth League Committee, caring for left-behind students and helping poor schools and poor students by donating scholarships and materials, building Hope Primary School or improving hardware facilities in poor schools.
Leaders, the financial sector is not only the "face" of urban civilization, but also the "window" of civilized image. We should set an example in the creation of civilization and strive to be a benchmark. In the process of creating a civilized city, although we have done some work and accumulated some experience, there is still a certain gap with the requirements of superiors and other brother units. Therefore, in the future work of civilization creation, we will further contrast the requirements of creating a provincial-level civilized city, set goals, clear ideas, create characteristics, build bright spots, grasp weak links, highlight key points, innovate service measures, and light up the service "window" to make new and greater contributions to promoting the city's civilization creation.
Summary of the Bank's Work of Creating a Civilized City Since the beginning of this year, the bank's work of creating a civilized city has closely focused on the work arrangements of the Propaganda Department of the County Party Committee and the Civilization Committee, focusing on improving the service level, serving the economic development and serving the residents' lives. Starting from the two aspects of team building and service image building, the bank has closely combined the relevant work requirements of superiors with the optimization of the development environment for building lakes, effectively promoting the promotion of the industry image and the improvement of operating efficiency.
First, strengthen leadership, implement responsibilities and improve organizational mechanisms.
This year is the "service year" of the bank. Organized and arranged the activities of "Service Year" and "Civilized Service Gold Medal Industry" organized by the County Civilization Committee, formulated the implementation plan, defined the annual service quality improvement target, carefully studied the path, method and implementation steps to achieve the annual target, and guided the service quality improvement of the whole bank in a targeted and operable manner. In order to ensure the implementation of various tasks, the Bank timely adjusted and established the Service Quality Promotion Committee, further clarified and improved the work responsibilities of the Service Quality Promotion Committee, standardized the rules and procedures, and gave full play to its functions. Improve the organizational structure of service management. It is clear that the top leader is personally responsible for the creation of civilized industries, and one team member is responsible for the organization and implementation of the creation work. The president of the branch personally participates in the daily management of service work, and brings the concept that service work is an important part of business work to every branch and every employee by strengthening the inspection of business outlets, attending the morning meeting of outlets, reading and commenting on the video of employee service, etc. , greatly enhanced the sense of responsibility, pride and accomplishment of the employees of the whole bank. In order to give full play to the role of business outlets in serving economic construction and residents' lives, the bank made it clear that the director of the outlets is the first person responsible for service. At the beginning of the year, the president signed a letter of responsibility for quality and civilized service with the director of the network to urge him to give full play to the on-site management function. While paying attention to business and management, we should be serious and responsible for the standardized service of the office, and conduct on-site supervision and inspection from the internal and external environment, employee service image, dress instrument, service language, service attitude and business skills, and correct problems in time when found. At the same time, we will strengthen the work function of "second-line service and first-line service", focus on the high-quality service of second-line and government agencies, and strive to provide satisfactory, high-quality and efficient services to the first-line grassroots from three aspects: emotion, ability and intelligence, so as to form a "big service" pattern of "second-line service and first-line service to customers" and give full play to the overall synergy of the whole bank's civilization creation work.
Two, people-oriented, based on education, strengthen team building.
Since the beginning of this year, we have focused on implementing the concept of modern financial services and mobilized the enthusiasm and creativity of all employees through various channels and methods. First, adhere to education and guidance, change employees' concepts and enhance service awareness. Taking the educational activity on the theme of "Building a Modern Financial Service Concept and Building a First-class Financial Service Brand" carried out by the Head Office as an opportunity, we arranged all the activities of the activity with the activities of civilization creation in our county as a whole, and jointly organized an essay-writing activity with the theme of "×××××××××××" with the Propaganda Department of the county party committee and the county party committee news information center, actively participated in the county-wide chorus competition, and praised the great achievements of the motherland, the harmonious development of economy and society and encouraged cadres and workers through essay-writing and singing competitions. The selection of "good people around you" was conducted among the employees of the whole bank. Through "discovering typical examples, promoting the advanced, and inspiring people around us with things around us", we will further strengthen positive education, carry forward the enterprise spirit of caring for their posts and dedication, deepen employees' sense of purpose of serving customers and society, and continuously improve the service level of the whole bank. Second, strengthen the construction of corporate culture, from professional ethics management to network decoration design, closely follow the corporate culture of ICBC everywhere, so that the whole bank can consciously integrate service culture into service processes, management norms and daily cultivation. Tea parties were held for retired cadres and retirees, and activities such as going out to visit and study were held, which greatly promoted team spirit, enhanced employees' sense of belonging and mission, and greatly improved their morale and spirit. Third, leading cadres in party member set an example for their employees. The leading group is sincere in unity, honest and self-disciplined, conducts business in strict accordance with the relevant systems of the bank, implements democratic management, promotes business openness, submits issues of concern such as employment, distribution, and major financial expenditures to relevant meetings for collective decision according to their functions and powers, and makes them public in a timely manner within the prescribed scope, and consciously puts leaders under the supervision of the masses, thus enhancing the cohesion of the bank.
Three, improve the system, standardize management, strict inspection and assessment.
In terms of system construction, the standardization of service quality has been promoted, including service quality standards of business outlets, methods for investigating and handling violations of service rules, and implementation methods for service quality assessment. Two standardized service inspection lists have been established for business outlets, government departments and offices respectively. Internal departments and business outlets implement a hundred-point assessment in service organization propaganda, service documents, service attitude, service discipline and service efficiency, so as to ensure consistent service quality and efficiency.
In terms of standardized management, we will implement the service quality improvement project of business outlets, strictly implement the working rules of banking services, and fully promote the "three-tone service", "standing service" and "smiling service". Combine the training of employees' service awareness and skills with deepening the creation of civilized cities and the quality education of civilized citizens, hold training courses to improve service quality, aim at improving service concept and service behavior norms, integrate the training of service concept into the training of etiquette norms, and teach employees the service behavior norms, service instrument etiquette, perfect service skills and rules of happy work through lively forms. Through the experience of the learning process, everyone learned how to show respect for customers, realized the trust and tolerance between partners, felt that excellent service should start from the heart, and truly realized the true meaning of improving service quality in earnest and vivid learning. The training lasted for three days, and the participation rate reached 100%, which achieved good results and quickly set off a wave of full participation and improved service quality in the whole bank.
In terms of supervision and assessment, internal inspection, third-party inspection, customer satisfaction survey and other channels are adopted to establish a normal internal and external evaluation mechanism, improve the evaluation system, implement personnel, refine content, increase frequency, intensify investigation and punishment, formulate a service violation accountability system, and strengthen the correction and rectification of service problems. For the problems found in the inspection, according to the assessment method, a notice of punishment and rectification will be issued, which will be linked to the employee's performance and cashed quarterly. At the same time, strengthen the follow-up supervision, so that the service staff is responsible, not a mere formality, and see results.
Through the development of civilization creation activities, the service concept of "customer first" has been further implemented throughout the bank. All departments pay more attention to details to improve customer satisfaction. The counters of all business outlets are equipped with various convenience facilities, and there are also business channels for military families and disabled people. The credit department of the sub-branch insists on time-limited service, often works overtime to sort out the loan procedures, and submits the loan information in time, so that the loan will be reported to the municipal branch the next day after the information is collected completely, and the loan will be released to the account on the day after the mortgage procedures are completed. Implement "24-hour consultation service for individual housing loan business". Business acceptance and interview are not limited by working hours of less than 8 hours, and everything is subject to customer needs. Whether on weekends or after work, as long as customers have needs, our account manager is ready to serve. During the hot sale of real estate, the account manager insisted on the sales department, implemented the "one-stop" service of housing loan, and used public holidays to handle mortgage procedures for customers to win the trust of customers with practical actions. The improvement of service quality has not only been recognized by customers, but also further enhanced our social image and effectively promoted the rapid development of various businesses. This year, the bank's deposits and loans increased by 286 million yuan and 249 million yuan respectively, and the accumulated discounted bills reached 286 million yuan, accounting for nearly 40% of the increase in loans, ranking first in the industry and making outstanding contributions to supporting the sound and rapid development of local economy.
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