提高旅客列車服務質(zhì)量的對策（Countermeasures for improving the service quality of passenger trains）

1、提高旅客列車服務質(zhì)量的對策（Countermeasures for improving the service quality of passenger trains） 1頁維普資訊文章編號：1003-1421（2）【（】8）07一）【（】30-02中圖分類號：u293.3文獻杯熾碼：B提高旅客列車服務質(zhì)量的對策杜永勝，馮凡卡（1廣州鐵路集團公司懷化客運段，湖南懷化418。有限；2。廣州鐵路集團厶，司懷化培訓基地湖南懷化418000）2提高旅客列車服務質(zhì)量的對策摘要：針對目前鐵路旅客列車服務質(zhì)量良莠不齊，服務不規(guī)范，人員素質(zhì)較低，硬件設施不過2.1提高客運服務人員素質(zhì)關，列車正點率有待提高等問

2、題，提出提高客運（1）強化培訓鐵路客運服務存在的問題，在一。服務人員素質(zhì)；堅持創(chuàng)新管理，建立各種機制；實定程度上反映了目前對客運員工培訓存在的問題。在施科學的市場營銷戰(zhàn)略；合理調(diào)度指揮，提高列現(xiàn)代服務業(yè)，服務人員從形象設計、儀表修養(yǎng)到基本車正點率等對策措施。通過提高鐵路旅客列車服操作和業(yè)務規(guī)范的掌握，都必須經(jīng)過科學、嚴格和規(guī)務質(zhì)量和旅客滿意度，增強鐵路的市場競爭力。范的培訓鐵路企業(yè)要提高培訓質(zhì)量，必須建立先進。關鍵詞：旅客列車；“服務質(zhì)量；對策的培訓基地和一流的教學設施，配備雄厚的師資隊伍，開設完善的培訓課程和周期，按照全新的服務理念和標準，對員工進行系統(tǒng)培訓。除了搞好崗位應知必會、了提高旅客

3、運輸服務質(zhì)量，鐵道部于2003年對服務技能、禮儀、旅客心理等方面的培訓外，還要加大鐵路旅客運輸服務質(zhì)量標準）進行了修訂，突思想道德、職業(yè)道德的培訓力度。新進人客運服務崗出了”以人為本，旅客至上”的服務理念。在安全秩序、位的員工，都必須經(jīng)過專業(yè)培訓，逐步形成具有鮮明文明服務、環(huán)境衛(wèi)生、設施設備、基礎管理及人員素質(zhì)鐵路特色的高素質(zhì)客運員工隊伍。等方面提出了明確要求。但目前鐵路列車服務質(zhì)量還深入貫徹旅客至上的服務理念旅客至上就（2）。存在一些問題，需有針對性地采取有效的對策措施是以旅客為中心，以旅客的需要作為企業(yè)經(jīng)營的出發(fā)。點和歸宿，以平等、主動、熱情、體貼、周到等態(tài)度，為1旅客列車服務質(zhì)量存在的問

4、題旅客提供良好的服務，最大限度地提高旅客的滿意度。（1）旅客列車服務質(zhì)量良莠不齊一些空調(diào)、旅客運員工要通過長期、艱苦的努力把口號升華為一種。The service quality of the high class trains is relatively good, while the ordinary trains, the thought becomes a subconscious and turns it into conscious action.The poor quality of service pipe idle. (3) people oriented, providin

5、g diversified and personalized services. Railway passenger(2) the service is not standard, and the quality of individual service personnel is low. Individual employees should have different identities, levels, ages and travel targetsThe service personnel can not provide service according to the pres

6、cribed service procedures and requirements, and adopt different service methods. Through the study of the psychological state of passengersThe service variety is monotonous, not take the initiative to help passengers out. And service requirements, targeted to achieve personalized service. For genera

7、l(3) the hardware facilities are not pass, and some of the facilities are obsolete. Passengers should try their best to meet the temperature, water supply and sanitation of the train(4) punctuality rate of trains needs to be improved. Due to bad weather, equipment requirements, for the old, weak, si

8、ck, disabled, pregnant key passengers, to take the initiative to arrangeFault, accident outside the road will have an impact on the operation of the passenger train, seat, to know the location, knowledge whereabouts, knowledge difficulties; service, registration,In these special circumstances, some

9、dispatchers can not quickly and accurately have the handover, which is an important part of caring for vulnerable groups and building a harmonious trainThe passenger train is delayed. Volume. Therefore, according to different seasons, sections and passenger flow, timely adjustmentPhase 7Page and 2VI

10、P information Countermeasures to improve the service quality of passenger trains Du Yongsheng et alService items and service standards. For example, the Huaihua section of the passenger transport sector during the Spring Festival economic compensation. In the end of the train storage, the passenger

11、Department will be under the carThe main focus of the work is to strengthen the safety and ensure the water supply; when the vehicle is handed over to the vehicle department during the summer, if the vehicle is damaged due to improper use, the vehicle should be damagedDuring the transportation perio

12、d, the trains to Beijing and Shanghai are mainly tourist passenger flow, and the departments undertake economic compensation. If the train servicing department hand hygiene qualityThe focus of the work is to provide quality services and enrich the tourism information; to Wuchang, substandard, accord

13、ing to the provisions of the economic compensation to the passenger sector. The realZhuzhous night to train train is mainly based on business passenger flow, and the emphasis is on internal management and contracting. Quality of service, marketing indicators and train safetyStrengthen safety inspect

14、ion, remind passengers to keep good belongings. It is linked with the total wages of the cadres and workers of the passenger transport system, and implements the whole system(4) improve communication skills. Communication with passengers is not only the language of the three full year contract. Stre

15、ngthening the examination and encouragement of benefit distribution. productCommunication, and the exchange of ideas and feelings. The crew must adhere to the extreme exploration, introduce new management mechanism, and implement more in the distribution of workers interestsThe concept and principle

16、 of people-oriented, according to the service object by passenger service quality to hard, increase incentives.The mode of accepting communication, standardizing service terms, listening attentively to passengers (3) strengthening the responsibility mechanism. Strengthen the related responsibility o

17、f post staff.Answer questions, comments, patience, answer questions when the language must be accurate and adhere to the following, from the workers the problem find reasons fromGentle, civilized, avoid vague, blunt, extreme. Especially in tracing the responsibility of cadres with passenger manageme

18、nt reasons,Strict workers and strict cadres. The strongWhen there is a dispute, we should always take the passenger first concept of service, and always take the management responsibility of the passenger train chief. Implement the responsibility system of train head, three passengersThe passenger b

19、enefit is the first, and on the basis of not hurting the passengers feelings, the staff should be unified managed by the train head, and responsible for the whole process of train crew workPersuade and explain work and deal with disputes in service. In the presence of the commander in the scope of d

20、uties, exercise the production command, and hiring the right staffWhen the train delays and other events that affect the arrangement of the passengers, the attendant should assign the right of the master bonus and give corresponding treatment, so as to fully implement the train headApologize, unders

21、tand the fatigue of passengers, and resolve the complaints of passengers. The enthusiasm of management responsibility. Strengthen the management of cadres at all levels and departments(5) develop the ability to deal with emergencies. Dealing with emergencies is a responsibility. In order to improve

22、the service quality of the ordinary passenger train, it is necessary to strengthen the service quality of the passenger trainNon procedural decision, no chapter to follow, how to successfully deal with emergencies is the system, multisectoral collaboration and management responsibilities of cadres a

23、t all levels.The unavoidable problem of crew work is also a challenge that must be faced. Implementing scientific marketing strategy for 2.3Therefore, it is necessary to strengthen the training and drills of the crew on the emergency plan, strengthen (1) optimize the riding environment and increase

24、the hardware investment. According to passenger psychologyIts ability to deal with various emergencies effectively. A qualified steward and culture, living background, in the train decoration, dining car design, tableware specifications,In a crisis, to take timely and effective measures to deal with

25、 the crisis, with curtains, bedding, carpet with do color coordination, visual comfort;To ensure passenger safety of life and property to the principle of fashion design to minimize emergency build crew should use low tone, instead of the beret hat,Hazards and losses. The chest card is made into a s

26、trip number plate with a brand train. Make the train out of the car2.2, adhere to innovative management, establish a variety of mechanisms, humanities to the catering environment, from color to luster, from vision to feeling,(1) introducing competition mechanism. In the passenger transportation syst

27、em, vigorously promote the employment system, from art to spirit, around the passenger psychology and the characteristics of the times well-designed.Actively introducing competition mechanism. In the passenger train vehicle servicing party (2) refine the service standards, improve service quality, t

28、he service standardsTo break the boundary between state-owned and collective workers, to implement synchronous competition between workers and passengers, and to be superior to the psychological position of passengers. 3 service marks should be followed in train servicePosts, preferential positions,

29、 enhance the sense of competition and sense of responsibility; each passenger section, quasi: 0 no interference operations. Combined with the characteristics of evening train to train, improvement is madeThe train section delays the cleaning operation and the train broadcasting time by delaying the

30、cleaning operation and the train broadcasting time for the high quality and low price and the train operation schedule of the train captain and the train conductor at nightThe implementation of public posts, at the same time, break the attendant tenure, pull the curtains open choose the morning time

31、, create a quiet and comfortable environment for passengers to travel.Pull competition car, establish the cadre management machine capable, concerning the courteous service. Train attendants should be courteous in their work and walkingIn order to solve the problem of lack of competition for train c

32、rew, passengers are carried out so that passengers can feel the master position in the carriage. Appropriate service.Competitive bidding online mechanism for train crew commitment. To do the fixed station gate, fixed point ticket replacement, fixed point water supply, fixed-point self introduction,(

33、2) set up incentive and restraint mechanism. 0 the establishment of joint responsibility between departments designated to fill the registration; spare parts cleaning tool positioning; not sitting in the crew room.Compensation relationship.According to the regulation of interconnection compensation,

34、 2.4 reasonable dispatching command of the system is solved by economic means, and the punctuality rate of trains is improvedBetween passenger car maintenance and use, preparedness and crew quality control responsibility. Railway transport enterprises should try their best to eliminate construction,

35、 equipment failure and accidentIn the passenger train vehicle handover, if the vehicle crew to the passenger by factors such as the passenger train. After the train appeared late, aIn order to improve the dispatching and operation adjustment, the vehicle department should strengthen the command and

36、operation adjustment to the passenger transport department, and take measures to restore the vehicle as far as possibleThird307 - A -Page and 3VIP information Article number: 1003 - 1421 (2008) 07 - 0032 - 02 CLC number: U292.4 document identification code: BStrengthening Houma areaDiscussion on cen

37、tralized dispatching commandXu Il Xiang Xiang, Yang Junsuo, Han Xuemin(1. Transportation Department of Taiyuan Railway Bureau, Shanxi Taiyuan 030013; 2. HouMa North Railway Station of Taiyuan Railway Bureau, Shanxi, Houma 043000)The locomotive routing plan provided by the class, dispatching the trai

38、n to the stationAbstract: according to the current situation of dispatching command in Houma, the station contour plan is analyzed, and the station dispatching is responsible for collecting the direction of arriving HouMa North Railway StationExisting scheduling command system, traffic, traffic and

39、adjustment problems, train operation information, to outline plans according to the total scheduling by train,The locomotive routing plan provided by the locomotive stations in Houma is incorporated into the centralized dispatching command system and the locomotive attendant,Plan and balance the use

40、 of each depot to send line capacity, improve the two and four field stage plan; locomotive duty officer is responsible for collecting the direction of arrivalThe locomotive routing plan of each transport train, such as station adaptation capacity and strengthening transportation analysis and assess

41、ment, and so onThe organization measures have effectively increased the daily average number of vehicles in Houma area, and according to the train operation and shunting machine scheduling progressThe locomotive depot is called the class, and the assistant dispatch one is responsible for the prepara

42、tion of the hump and tail tail,When the station is compressed, the operation efficiency is improved.Shunting operation plan of 4 sets of shunting shunting machines, including B, C and Ding, and assistant dispatchingKey words: railway; centralized dispatching command; transportation organization; mea

43、suresTwo responsible for the preparation of the HouMa North Railway Station special line transfer shunting shunting XuThe operation plan assists the general dispatching to reckon the present vehicle, and uses the transportation station onePractical table of technical operation of HouMa North Railway

44、 Station.1 status quo of dispatching command in Houma2 problems in transportation organizationHouma region contains 4 stations in North, Houma, Quwo and HoumaIn the HouMa North Railway Station two four station, mainly responsible for the existence of South Tongpu, Hou 2.1 Station Dispatching System ProblemsThe adaptation and transfer operation of freight trains to the West and Hou lines.(1) we can not coordinate the command and give full play to Quwo station (five)Houma North dispatching workshop is mainly responsible for receiving the arrival of HouMa North Railway Station as