Under the leadership of the company and the quality control center, all the first-line inspectors in our quality inspection department have done a good job in product inspection and testing, and fulfilled the basic duties of inspectors. The following is a summary of quality inspection in 2023, I hope it will help you!

2023 Quality Inspection Summary Selected Articles 1 First, grasp the employee status:

As a quality inspector in Yilun Call Center, you must first know the name, job number and service quality of each employee.

1. Accurately calling out the job number and name of each employee can make employees feel respected and valued, shorten the distance between them and facilitate their future work. As a manager, don't ignore this.

2. At the beginning of the project, it is necessary to analyze and summarize the service quality of each employee on site, and classify the service quality of employees according to the monitoring score results, which are divided into: excellent, medium and poor; Then targeted monitoring can not only improve work efficiency, but also ensure good service quality for employees who maintain good service quality.

Second, the way of quality inspection and monitoring:

Real-time monitoring, spot check records and monitoring, and successful list review.

1. For new employees, all three methods are applicable. First, online dialing for new employees mainly adopts real-time monitoring. Because new employees have no outbound experience and are not fully familiar with business skills, real-time monitoring can find employees' problems in time and do remedial work in time; At the same time, you can check the recording and the success list to confirm whether the employee's saving status is correct, because new employees are easy to confuse the saving status.

2. For the old employees, at the beginning of the new project, because the employees have not fully mastered the business, real-time monitoring can be adopted first. In the case that employees are basically familiar with the business, they can adopt the methods of spot check monitoring or success list review to improve the monitoring rate, increase the monitoring intensity and comprehensively monitor the service quality.

Third, the skills of recording analysis:

Record analysis is an important link in daily quality inspection. I think we should do a good job in recording from the following aspects:

1. Get into the habit of collecting recordings: There will be many typical recordings in daily quality inspection and monitoring, no matter good or bad, as long as they are representative. You can create a folder to classify and store the recordings, such as the well-stored recording folder and the poorly-stored recording folder, which is convenient for use at any time, instead of rushing to find a few recordings when it is time to analyze the recordings. Such records are often not representative.

3. Purpose of record analysis: In view of the problems existing in employee monitoring, we often arrange time to conduct typical case analysis on employees with poor service quality and performance, and arrange all employees to conduct case analysis and comments at least once a week. By learning the recordings of excellent employees, employees can learn from each other's strengths and constantly improve their communication and sales skills, and finally improve the service level of the whole staff.

4. Methods and skills of record analysis: First of all, tell employees that we are right about things, not people. The purpose is to make use of cases to foster strengths and avoid weaknesses in future work. At the same time, comments on recording should be evaluated from the advantages and disadvantages of recording. Evaluating a recording as useless may hurt employees' self-esteem and affect your communication with employees. At the same time, we should do recording analysis at different levels and comment on long recordings step by step. For example, if a recording is deficient or good, you can pause the recording first and comment first, so as to deepen employees' impression, instead of waiting for a recording to be played completely before commenting. In this way, employees often can only remember part of it, and it is difficult to analyze it comprehensively and the effect is not obvious.

Four, the types and skills of quality inspection and punishment:

Quality inspection punishment can be divided into verbal reminder, verbal warning, economic punishment and serious dismissal.

1, quality inspection punishment may be a headache, especially for some new quality inspections, which often seem difficult and often hit a wall. First, employees are afraid of offending employees, and second, employees will not accept the punishment and become unprepared. Usually, for the service quality problems existing in employee monitoring, depending on the seriousness of the case, verbal reminders or warnings can be given at the first time. If the problem is serious but has not caused much impact, the same mistake will be deducted directly next time. And don't criticize blindly, let the employee listen to the recording at that time and let him find the problem himself. If he can't find it, you can point it out sincerely. At the same time, let employees know that our ultimate goal is not to punish, but to learn from it, improve in future work, avoid repeating the same mistakes and make greater progress.

Five, exchange between quality inspection monitoring objects:

Because there are many on-site projects with large scale, they will be divided into several areas for monitoring. Quality inspection does not monitor an area. After a long time, they will think it is an old problem. You can rotate the monitoring objects, so that you can find more problems and ensure the service quality to the greatest extent.

Sixth, correct working mentality:

As quality inspectors, our main task is not to find out the fault of employees, but more importantly, how to help employees realize their own shortcomings, how to improve and enhance their communication, retention and sales capabilities, and improve their overall service level, so as to ensure the overall service quality and minimize the occurrence of complaints; At the same time, you should stand firm and don't care too much about employees' evaluation of you, which will affect your work status.

Seven, learn from other managers:

Every quality inspection in a call center has its own different experience and experience. As the saying goes, "three heads are better than one, and Zhuge Liang is the best. Three people must have my teacher." At ordinary times, you can consult and learn from other colleagues around you, learn from each other's strengths, summarize and improve your work regularly, and use it in future work. At the same time, you can buy some books about how to manage the site and employees to learn, so that you can not only enrich your knowledge and experience, but also draw inferences in your work, so that you can avoid detours in your work, improve your management ability and become a qualified and excellent manager.

The year 20 _ _ has quietly passed by us. Looking back on the past year, I can't help but feel deeply. Over the past year, with the support and help of company leaders and colleagues, I have been strict with myself and completed my work well according to the requirements of the company and the workshop. Through hard work, my work style has been greatly improved. The work in 20__ years is summarized as follows:

I. Main Work Completed

1. Team building and management have been strengthened.

In order to improve the enthusiasm of team members, the company takes measures to standardize the implementation of the positive incentive system. Give extra points to employees with good team performance, and resolutely deduct points from employees with poor performance. Due to the adoption of this fair and just assessment method with clear rewards and punishments, the execution of team members has been greatly improved, and the cohesion of the team has been improved.

2. Grasp safety management

Workshop safety is more prone to accidents, and the body is the main body. Although it has little power, it shoulders the heavy responsibility of the safety of team employees. So I have never relaxed about safety work, and I talk about it every month and every day.

3. Ensure product quality

With the improvement of consumers' quality requirements, the company's top management attaches great importance to product quality. As a finished product process, the responsibility of the workshop is increasing. I know that as a team leader, my work directly affects the quality of work in the workshop. Out of my responsibility to the company, I have never slackened my efforts in quality control, and I have actively communicated with the quality inspectors in time, and I have not easily let go of the problems arising in the production process. At the same time, strengthen employees' understanding of the importance of quality, and ask everyone to do self-inspection and mutual inspection to ensure that problems do not flow into the next process.

4. Actively participate in workshop improvement activities.

The workshop is like a big family. I live and work in this warm family every day. As a member of this big family, I feel it is my duty and responsibility to build it better. Therefore, over the past year, I actively participated in the workshop improvement activities, mobilized the enthusiasm of the team members, and put forward some valuable suggestions to the workshop.

5. Strengthen self-study and improve business level.

Because I feel that I have a heavy burden, my knowledge, ability and experience are far from being an excellent and competent master, so I have never dared to treat it lightly. I have been studying, learning from books, learning from leaders around me, learning from colleagues, actively improving my professional quality, striving to improve my work efficiency and quality, and striving for the initiative in my work. Through this year's efforts, I feel that I have made some progress and can calmly deal with various problems in my daily work. My organizational management ability, comprehensive analysis ability, coordination ability and written and oral expression ability have been greatly improved, which ensures the normal operation of all work in this position, and I can treat all tasks with a correct attitude and have a strong sense of professionalism and responsibility.

Second, the problems and solutions in the work

Over the past year, I have made some achievements, but there are also some problems and shortcomings, mainly in the following points.

1. Quality management

Quality is produced, not checked, that is to say, total quality management should be emphasized, and every link and every working procedure should be carefully grasped according to the target requirements. At the same time, quality inspection is very important, especially in the production process, which can effectively avoid quality accidents and quality problems, change post-treatment into pre-prevention and process control, and change passivity into initiative. Although the company attaches great importance to quality from top to bottom at present, there are still many places to be improved in the actual process. Solving these problems cannot be accomplished by the efforts of one team, which requires the concerted efforts of several related teams. I think to do a good job in quality work, we must grasp the principle of "strictness, detail and practicality", strictly manage and implement it carefully.

2. Team management

Although the management level of the team has improved in the past year, there are still some problems. I know that without top management, there will be no high-quality employees and no high-quality products. Therefore, I will focus on solving the problem of improving the overall quality of team employees in the future work, and strive to greatly improve the overall quality of employees in a relatively short period of time.

Third, the direction of future efforts.

The new year means a new starting point, new opportunities and new challenges. I will make persistent efforts to improve my business and work level and contribute to the development of the company and workshop. I am determined to do the following in the coming year:

1. Strengthen study and broaden knowledge;

2. In line with the principle of seeking truth from facts, draw inferences from others to make an example for others; Really be the assistant of the leader;

3. Strengthen communication and cooperation with brother teams in the workshop, learn from advanced teams, strengthen management, and strive to make teams form a good atmosphere of unity and hard work;

4. Complete all tasks assigned by the workshop in an all-round way, and bring out a team that can fight hard, bear hardships and stand hard work for the workshop. Finally, I will repay the company with better work performance, because I will always work hard!

2023 Quality Inspection Summary Selected Articles 3 20__ is about to say goodbye. The memories of this year are both busy and rewarding, which makes me happy and worried. I have done quality inspection work in the injection molding workshop for more than 3 years, and there is indeed necessary work pressure in my post, but for me, no pressure means no motivation. As a quality inspector, in order to make myself grow faster and improve my work, I made the following work summary:

First, check the quality of work.

As a quality inspector, we should not only master professional testing knowledge, but also carefully find problems, find problems and solve them. So this year's on-site quality work has benefited me a lot. Before inspection, you should learn to read the product drawings and try the products. According to the requirements of quality process, do a good job of supervision, find and correct the problems existing in the inspection process. Cooperate with operators to conduct a comprehensive inspection of product quality, and put forward and correct the problems existing in the product in time. Track and check the process of special products to ensure that each process is qualified. Strictly control the quality of purchased products, and summarize and analyze the results afterwards, so as to facilitate the continuous improvement of the work. Before coming off work every day, do a good job of handing over the quality problems in the inspection process. Record the rights and wrongs of the problems that are easy to appear in the future inspection process, and constantly improve the personal professional inspection level; Seriously reflect the quality problems existing in the site and the problems that need to be solved by the company.

Second, the shortcomings and problems in the work

1, there is still a necessary gap between product quality requirements, which leads to the phenomenon of small batch return. On the one hand, due to the lack of detailed personal inspection and sufficient professional knowledge, on the other hand, the work efficiency is not high under the condition of heavy workload and long time.

2, in the discovery of quality problems, not sure whether decisive, in dealing with some things need the help of leaders.

3. Due to the shortage of quality inspectors, long working hours and increased workload, one person asks for leave and no substitute is available.

Three. Work plan and improvement for next year

1, I will further develop my advantages, improve my shortcomings and do my best to do my job well. We should maintain a good mental state and carry forward the spirit of hard work, advancing despite difficulties, striving for perfection, being rigorous and meticulous, learning and enterprising, and daring to struggle. Clear up work ideas and improve work efficiency.

2. Before the inspection, I must know the products that need to be inspected, and make preparations in advance before the inspection, and carefully supervise the inspection.

Finally, our company pays attention to cultivating employees' skills, team spirit and enthusiasm for hard work. I firmly believe that I must grow up in the development of your big family, and we must grow up!

Four and a half years' work will soon be over. This is a busy and full half year. I can apply the theoretical knowledge I learned in school to my work practice. In the past six months, there have been difficulties and gains, and sometimes some thorny problems will be encountered in my work. Under the guidance of my colleagues, I solved the problem step by step, improved my skills and accumulated experience. The title is my own summary of my work:

First, in terms of work attitude

No matter at work or in life, I always believe that no pains, no gains, so I have been working hard, studying hard and working hard. Love your job, be able to treat every job correctly, work hard, go to work on time, make effective use of working time and stick to your post. The short construction period, few personnel and many tasks can work in shifts, ensuring that the inspection tasks are completed on time and the engineering inspection is carried out smoothly, which shows that our quality inspectors have a strong sense of responsibility and carry forward the spirit of continuous work and hard struggle.

Second, in the specific work.

My job is mainly to check some civil materials (cement, sand, gravel, steel, bricks, etc. ).) and finished products.

1, in strict accordance with the drawings, are not allowed to arbitrarily modify and endanger the quality of the project.

2, strictly implement the technical regulations and operating procedures.

3, the implementation of professional construction, steel engineering, concrete engineering by professional team construction, to ensure the engineering quality. Adopt new technologies, new processes, new equipment and new materials.

4, strengthen the technical training of measuring unreeling personnel, technical disclosure of measurement work, completes the protection and monitoring of control points, completes the positioning unreeling and acceptance records.

5. Strictly guarantee the quality of materials. Unqualified materials, semi-finished products and finished products are strictly prohibited from being transported into the construction site. Materials entering the site must be accepted and approved by the supervision engineer.

6, in strict accordance with the provisions of the inspection. First, the team should conduct self-inspection. After the self-inspection is qualified, it shall be inspected by the quality inspection personnel of the project department, and then submitted to the supervision engineer for inspection and signature. If the previous procedure is unqualified, the next procedure shall not be constructed.

7. Engineers and technicians work in shifts to solve technical problems in construction at any time. The quality inspector has the right to refuse the quality. If it is found that unqualified materials are used in violation of construction procedures, the quality inspector has the right to stop them. If necessary, they can issue a shutdown order and a "quality problem notice and penalty sheet" to refuse rectification.

Backfilling control: Before backfilling construction, the construction department shall truthfully fill in the backfill entrustment form, and if required by the design drawings, the construction shall be carried out according to the requirements of the drawings. There is no requirement, according to national standards. Requirements of backfill construction on soil moisture content. Each layer of backfill soil shall be compacted by layers according to specifications, and shall not be compacted, and shall be accepted step by step. Only after passing the inspection can the next backfill be carried out, otherwise the construction unit will rework it.

After this year's quality inspection work, I learned a lot of knowledge outside the textbook, accumulated experience, improved my quality, and laid a good foundation for future quality inspection work.

The main responsibility of the quality inspection department is to ensure the realization of hotel management objectives through planning, organizing, guiding, coordinating, controlling, supervising and inspecting, and to be fully responsible for the standardization and standardized operation of the company and the improvement of service quality. The work of the quality inspection department in the first quarter of 20__ is reported as follows. If there is anything wrong, please criticize and correct me.

I. Main practices and working ideas

1, formulate quality inspection standards and reward and punishment regulations to ensure that quality inspection work has rules to follow and standards to follow.

To carry out quality inspection, the standards we implement mainly include the 20__ edition "Classification and Evaluation of Star Rating of Tourist Hotels", "Service Courtesy and Benefit Model of Hotel Industry" and other related industry standards. The implementation system includes management manual, procedure documents, management specifications of various departments, employee manual, quality inspection and reward and punishment regulations. In addition, in the grasp of standards and systems, we always adhere to the principle of "combining reality, benchmarking, openness and justice, equality for all and equal treatment". Although some systems are not perfect at present, we insist on improving the systems while checking the work, so that after all systems are introduced, they will lay a foundation for implementation and provide reference for quality inspection.

2. Insist on the four-level inspection of company leaders, quality inspectors, department managers and duty managers, and want to combine them to carry out quality inspection.

During the inspection, the inspection method of "key inspection by company leaders, comprehensive inspection by quality inspectors, special inspection by department managers and daily inspection by the manager on duty" shall be adhered to. That is, please ask the general manager to do a key inspection at least once a month, and conduct a comprehensive inspection every day by quality inspectors from quality inspection department, human resources department, office and other departments from time to time. Managers of all departments shall conduct special inspections on various business items according to their respective responsibilities, and the manager on duty shall combine daily inspection with daily inspection and four inspections, and make quality inspection records. After finishing by the quality inspection department, the quality inspection notice will be issued according to the quality inspection reward and punishment regulations.

3, adhere to the principle of guiding education, supplemented by corporal punishment to deal with the problems in the inspection.

In the process of quality inspection, we will sort out some problems that appear for the first time, problems that can be corrected through our guidance, and problems that cannot be solved by responsible departments or individuals. We will order them to rectify on the spot or help coordinate the solution, and then check it later. Normally, we don't deal with them. For some problems that have been repeatedly emphasized, some problems that have been repeatedly taught, and some problems that directly affect the company's safety, customer satisfaction and violate the company's rules and regulations, we will issue quality inspection notices in triplicate.

4, quality inspection work summary

We plan, summarize and report in strict accordance with the requirements of "focusing on one goal, making two plans, completing three summaries and making four reports", that is, we have worked out the annual work plan and monthly work plan of the quality inspection department in strict accordance with the goal of "building Huaqi Hotel into a modern service industry benchmark with characteristics and more satisfactory customers under Liupanshan Mountain". Seriously report the problems found in the quality inspection process to all departments at the weekly meeting, and summarize and report the key problems, difficult problems and repeated problems in the quality inspection every month, and solve them through consultation. Summarize the quality inspection work every quarter, and report the achievements, existing problems and future plans in the quality inspection process in the last quarter through the briefing. At the end of the year, make a comprehensive summary of the annual quality inspection, and make a comprehensive report on the quality inspection work plan for the next year in combination with the actual situation. Of course, if conditions permit, we will compile some quality inspection cases throughout the year. On the one hand, it is to reflect the main role of quality inspection in hotel management and show the achievements of quality inspection in the past year. On the other hand, it is exchange learning to prevent all departments from going back to the old ways in their future work, which should be taken as a warning and attracted attention.

Second, the main results achieved

1. The development of quality inspection promotes the establishment of the company's quality management system.

Quality is the life of an enterprise and the basis of economic benefits. Quality management is the core of enterprise management. Therefore, the establishment of quality management system embodies the principle of customer-centered, making the management of the company more scientific, standardized and effective. At the same time, through reasonable resource allocation, the formation process of our service quality and other factors are under control, so as to prevent quality accidents, reduce internal friction, eliminate potential safety hazards, achieve the purpose of saving energy and improving service quality, thus ensuring the realization of the company's goals and indicators and promoting the harmonious and healthy development of enterprises. At the beginning of 20__, we introduced the quality management system, but unfortunately we didn't stick to it for various reasons. However, in order to achieve our goal, I began to formulate the company's management manual, program documents, management norms and employee manual in strict accordance with the requirements of the quality management system. The framework has basically taken shape and is expected to be fully promulgated in the first half of the year.

What I want to make clear here is that any standardized enterprise must have a complete management system and will not change its standards because of regional differences.

2. It has played a positive guiding role in the standardized management of the company.

In order to realize the standardized management of the company, we must strictly carry out benchmarking and constantly strengthen internal management. In terms of standard implementation, we will implement relevant policies, regulations and standards in the industry in a timely manner, effectively improve the company's internal management norms, and provide scientific basis for the company's quality inspection work. In terms of internal management, from 20 years ago, I gradually tried to fully implement PDCA management mode in the company, so that all work can be standardized, standardized, programmed and integrated. After one year's development, all the work has been gradually improved, which shows us hope and confidence. PDCA management, that is, planning, implementation, inspection and improvement, PDCA cycle, also known as pdsa, is a scientific procedure that should be followed in total quality management. Looking back on the past 20 years, we have formulated the key work plan for the whole year, and all departments have implemented it according to the plan. We also carried out inspection and assessment, and made improvements at the end of the year. Although it has not been paid attention to and the implementation is not ideal, we have taken the first step to introduce PDCA management. 20__, according to the requirements of General Manager He's year-end work report, we also made an annual work plan, which was decomposed into various departments and issued a decomposition plan. All departments are stepping up implementation. Of course, this year we will conduct more rigorous inspection, evaluation and improvement.

3. It has played a powerful role in improving service quality.

We strictly implement the three gold standards of hotel service, "What guests see must be neat and beautiful, what they provide must be safe and effective, and all employees must be warm and polite when they meet guests". As for how much quality inspection can promote the improvement of service quality, I think all departments should have a deep understanding, especially the foreman in the sales department. From the adjustment of the department's working procedures to a screw hole in the wall, I will never let go of the soot on the ground. All must be corrected, and at the same time attracted the praise of the guests.

4. It has played a positive role in internal friction control.

Through quality inspection, I pay more attention to the company's asset management, maintenance of facilities and equipment, energy saving and consumption reduction, and control of consumables, and pay more attention to the completion of target tasks. In terms of asset management, we require regular inventory of assets, responsibility to people, timely repair, to avoid loss reporting; In the maintenance of facilities and equipment, we require daily maintenance, that is, immediate maintenance and regular maintenance to extend its service life as much as possible. In terms of energy saving and consumption reduction, it is required to strengthen publicity and guidance, implement quantitative management, and put the responsibility on people. For the control of consumables, we require to control the outbound data of consumables, encourage secondary recycling, and implement the objectives and tasks of various departments. Our quality inspectors have effectively played the role of supervision, supervision and guidance. However, in order to achieve our energy consumption control goal, we need the participation of all employees in order to play a more important role in internal consumption control.

5. It has made positive contributions to the realization of the company's strategic objectives and the company's good economic and social benefits.

Through the continuous improvement of quality inspection system and the gradual promotion of quality inspection work, the standardized management of the company has reached a new level, and we have basically formed a management system that conforms to the company's development. PDCA management mode has also been promoted in our company, which has played a certain role in achieving the company's strategic objectives and achieving economic and social benefits.

Third, the main problems

1, the quality inspection team is insufficient. On the one hand, to do a good job in quality inspection, the workload is very large, no less than other functional departments, and the current quality inspection team is obviously a little backward in energy. On the other hand, the quality inspection work is of a special nature, mainly based on standards and systems to find faults at home. It is an offensive job, with pressure at home, unwilling to participate in quality inspection and shrinking in the face of difficulties;

2. Although we began to promote quality inspection in 2000, the routine quality inspection has just started, and the system needs to be further improved;

3. Due to the lack of training, the professional quality of quality inspectors can not meet the needs of quality inspection;

4. At work, employees' personal interests are more important than collective interests, and they don't pay enough attention to quality inspection, and their understanding is biased;

5. Although the idea of quality inspection is basically clear, the implementation of quality inspection is not comprehensive enough and the execution is not enough.

Finally, I hope my family will support and understand the quality inspection work in the future and participate in it more. In order to realize the healthy and sustainable development of enterprises and the goal of standardized management, there must always be such a department or individual who dares to tell the truth, is not afraid of offending people, is brave in taking responsibility and is willing to contribute. Of course, since we have assumed this responsibility, we must set an example and take responsibility. In strict accordance with the spirit of the Chairman's speech, we should be "aware, discerning and aware" in all our work, make every effort to solve the difficulties and problems we are facing at present, make every effort to solve the six major contradictions put forward by the general manager at the cadre expansion meeting on February 26th, and strive to create an influential "management model" in the whole region and even the whole industry with practical actions.