提高旅客列车服务质量的对策（Countermeasures for improving the service quality of passenger trains）

1、提高旅客列车服务质量的对策（Countermeasures for improving the service quality of passenger trains） 1页维普资讯文章编号：1003-1421（2）【（】8）07一）【（】30-02中图分类号：u293.3文献杯炽码：B提高旅客列车服务质量的对策杜永胜，冯凡卡（1广州铁路集团公司怀化客运段，湖南怀化418。有限；2。广州铁路集团厶，司怀化培训基地湖南怀化418000）2提高旅客列车服务质量的对策摘要：针对目前铁路旅客列车服务质量良莠不齐，服务不规范，人员素质较低，硬件设施不过2.1提高客运服务人员素质关，列车正点率有待提高等问

2、题，提出提高客运（1）强化培训铁路客运服务存在的问题，在一。服务人员素质；坚持创新管理，建立各种机制；实定程度上反映了目前对客运员工培训存在的问题。在施科学的市场营销战略；合理调度指挥，提高列现代服务业，服务人员从形象设计、仪表修养到基本车正点率等对策措施。通过提高铁路旅客列车服操作和业务规范的掌握，都必须经过科学、严格和规务质量和旅客满意度，增强铁路的市场竞争力。范的培训铁路企业要提高培训质量，必须建立先进。关键词：旅客列车；“服务质量；对策的培训基地和一流的教学设施，配备雄厚的师资队伍，开设完善的培训课程和周期，按照全新的服务理念和标准，对员工进行系统培训。除了搞好岗位应知必会、了提高旅客

3、运输服务质量，铁道部于2003年对服务技能、礼仪、旅客心理等方面的培训外，还要加大铁路旅客运输服务质量标准）进行了修订，突思想道德、职业道德的培训力度。新进人客运服务岗出了”以人为本，旅客至上”的服务理念。在安全秩序、位的员工，都必须经过专业培训，逐步形成具有鲜明文明服务、环境卫生、设施设备、基础管理及人员素质铁路特色的高素质客运员工队伍。等方面提出了明确要求。但目前铁路列车服务质量还深入贯彻旅客至上的服务理念旅客至上就（2）。存在一些问题，需有针对性地采取有效的对策措施是以旅客为中心，以旅客的需要作为企业经营的出发。点和归宿，以平等、主动、热情、体贴、周到等态度，为1旅客列车服务质量存在的问

4、题旅客提供良好的服务，最大限度地提高旅客的满意度。（1）旅客列车服务质量良莠不齐一些空调、旅客运员工要通过长期、艰苦的努力把口号升华为一种。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