The experience of corporate culture is short-lived (1) 1. Service culture and enterprise culture.
The structure of corporate culture includes spiritual culture, institutional culture, behavioral culture and material culture. Service culture is an inseparable and important part of corporate culture.
The service culture is to integrate the service content of each layer in the enterprise culture, think together and build together. Service concept, service system, service behavior and service hardware are the skeleton of service culture system.
Second, the service culture and service brand
Service brand refers to a special brand form that enterprises meet consumers' psychological needs through the service process of goods or services in economic activities. Nowadays, many successful enterprises in the world have their own unique service brands, some are named after their main commodity brands, and some are refined through their service concepts, service requirements, service objectives and other elements. It is worth noting that building service brands is no longer the patent of enterprises in the service fields such as finance, telecommunications, postal services and retail. Many enterprises in the production field pay more and more attention to building service brands, expanding market influence, meeting customer needs and enhancing core competitiveness.
(A) service brand is the core element of service culture.
On the basis of long-term service practice, service brand is the product of constantly summarizing and deepening the connotation of service purpose, goal, process, norms and skills. It is the image symbol of enterprise service work and the core element of service culture.
Service brand directly reflects the enterprise's understanding of service work. The establishment of brand is conducive to meeting the needs of customers to the maximum extent, bringing the psychological distance between enterprises and customers closer, and greatly promoting the maintenance of good reputation of enterprises, improving customer loyalty and spreading corporate values.
(B) Service brand is the top priority of service culture construction.
In recent years, tobacco commercial enterprises at all levels are making great efforts to build their own service brands. Through the construction of service brand, the visibility of the enterprise has been expanded, the service quality has been improved, and a solid foundation has been laid for the service level. For example, Chongqing's "three sincerity", Jilin's "in the same boat", Shanghai's "Haiyan", Baoshan's "Yongzi" and so on. In June this year, Deputy Director Zhang Baozhen organized a symposium to promote the construction of service brand in Shanghai tobacco industry, and made a special study and deployment of this work. It can be seen that the service brand building of industrial enterprises has also attracted great attention from the State Administration.
Service brand is the most concentrated embodiment of service culture and the top priority of service culture construction. The establishment of brand will greatly enrich the connotation of culture, stimulate the competitiveness, influence and penetration of culture, enhance the cultural level and realize the second leap of culture.
Third, service culture and service behavior.
Service behavior determines the effectiveness of service culture. Behavior is the key to cultural landing. Behavior is that most effective way to show culture. Without the promotion of behavior, no matter how fashionable and moving the culture is, it will be empty talk and an attic in the air. Therefore, in the process of design, planning, construction and evaluation of service culture, we must adhere to behavior as the first criterion to test the effectiveness of culture. The cultivation, dissemination, promotion and shaping of culture can never be separated from the guidance and requirements of behavior.
Fourth, service culture and service economy.
According to the research and analysis of China Academy of Social Sciences, China will enter the era of service economy at the end of the 12th Five-Year Plan. Service economy is the inevitable trend of world economic development. The rise, development and prosperity of service economy show that service plays an increasingly important role in all economic activities. Service not only affects the survival and development of enterprises themselves, but more importantly, service has become a new economic growth model. Compared with the traditional economic form, service economy has more competitive advantages and conforms to the development law of market economy. Service economy plays an important role in promoting the scientific development of the whole economy and society.
From another appearance of service economy, the gradual service of global manufacturing industry is also a general trend. At present, the enthusiasm of manufacturing industry for service is unprecedented, and service is becoming a vital value means and a key potential to provide ready-made huge value advantages.
Therefore, the tobacco industry, whether commercial or industrial, should plan ahead, lay out as early as possible, look at today from a future perspective, vigorously advocate and actively build a service culture, guide employees to establish a sense of quality service, strive to build an influential, effective and valuable service brand, meet challenges with service practice, occupy the market with service strength, meet demand with service effectiveness, further strengthen service work and service culture construction, and lay a solid foundation for the long-term success of enterprises.
The experience of corporate culture is short-lived. (2) Corporate culture, as its name implies, refers to the material culture and spiritual culture with its own characteristics created by enterprises; It is also the integration of enterprise mission, enterprise spirit, business purpose, values and their own personality.
Through nearly a year's mobilization organization and the senior leadership team headed by the chairman himself, the company combed the fine quality and tradition accumulated in 14 years of operation and formed a set of cultural system with the characteristics of ten thousand orchards.
We take "employee happiness and customer satisfaction" as our mission, and sincerely express the enterprise's goal orientation for its own operation. This extended corporate vision, allowing employees to realize their dreams and making enterprises live a long and healthy life. Enterprises provide employees with stable jobs, satisfactory income, room for development and a happy life, so that they have a sense of accomplishment and become the pillar and pride of their families; What employees return to the enterprise is to provide continuous power for the sustained and steady development of the enterprise through their continuous efforts in their posts, promote the harmonious and upward cultural construction of the enterprise, build an efficient and clean team, and finally make the enterprise become an enterprise highly respected by the industry and respected by the society. The close relationship of "home and home" between enterprises and employees makes every employee become a member of the family, full of love, mutual trust, mutual understanding and support, mutual tolerance, * * * sharing the responsibility of starting a business, * * * enjoying harmony and happiness, so that every family member can feel the warmth of the big family and form a unique "family culture".
Some employees in enterprises are full of enthusiasm for their work, but their working methods are irrelevant, which leads to confusion and passivity in their work, and even causes dissatisfaction among other employees. A few management sometimes do some unproductive work, which is hard and has no credit. Based on this situation, enterprises, while combing corporate culture and combining with the current situation, standardize the application concept of enterprises, determine the personnel standards required by enterprises from the concept of human resources to the concept of talents, clarify the direction for employees to become corporate talents, and then go to the concept of team, and put forward excellent concepts such as an excellent team, respect is the premise, trust is the foundation, and cooperation is the guarantee for efficient completion of tasks. Strengthen team cohesion, through team cooperation, you can concentrate on completing tasks that are difficult for individuals in a short time. We define the management purpose as: everything is for the happiness of employees. The purpose of our management is to achieve employees, not to use them. Our management is based on caring. Through the people-oriented management strategy, we will create a warm, relaxed and positive environment for employees with love, constantly train business skills, and make scientific and clear career plans for employees. The ultimate goal is to help employees realize their dreams.
The promotion of corporate culture not only makes her an appealing slogan, but also attaches great importance to the implementation of corporate culture in practical work. Through the implementation of the corporate culture visual image system, the corporate image has undergone tremendous changes in a short period of time, which will have great repercussions in society, industry and employee psychology. Employees will be interested in new images, new ideas and new strategic goals, and feel proud of them, so that enterprises can implement entrepreneurship. Coupled with long-term unremitting training and cultural activities, commending outstanding representatives, studying abroad, and advocating heroic deeds, the corporate atmosphere and corporate environment atmosphere are completely new. The personal goals of employees must be consistent with the strategic goals of enterprises. Corporate culture is gradually becoming a strong culture, which makes corporate culture always play an active role in the implementation of corporate strategy and the construction of core competitiveness.