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推行国际服务质量标准的重要性 自1990年开始,天津外轮代理公司根据天津港务局的统一部署,开展了“让您满意在天津外代”优质服务活动,进一步提高天津外轮代理公司的工作质量与服务质量,满足了港、船、货三方广大用户的要求,而且对于端正行业不正之风,促进文明生产、促进两个文明建设再上新台阶。推动天津外轮代理公司与国际船、货代理行业接轨,积极参与国际竞争将产生深远的影响。 但是,不能不清醒地认识到。连续四年的优质服务活动所取得的成效,并非意味着为船方、货方和港方广大用户提供的工作和服务都符合要求,也并非意味着公司的工作与服务不存在问题,恰恰相反,在代理工作质量和服务质量方面距离广大用户的要求仍然存在着很大的差距,在工作质量与服务质量的基础管理上有待于进一步地提高。具体表现在:(1)代理行业的企业领导管理意识,在全力抓生产,抓效益的同时而渐渐地淡薄,从而缺乏对企业工作质量和服务质量管理宏观上的正确指导和微观上的具体实施操作;(2)代理行业的综合管理职能削弱,内部管理出现了松懈,因而导致行业不正之风在代理行业中有所抬头;(3)尤为值得深深思索的是,代理企业的工作质量和服务质量在实际的业务工作进程中出现了短期行为。过去经过反复研究探索制定的有关工作质量、
The Importance of Implementing International Quality of Service Standards Beginning in 1990, under the unified arrangement of Tianjin Port Authority, Tianjin Outer Ring Agency Co., Ltd. carried out the quality service activities of “Satisfying Yourself in Tianjin” to further improve the quality of work of Tianjin Outer Ring Agency Corporation Quality of service to meet the majority of users of Hong Kong, shipping and cargo requirements, but also correct the unhealthy tendencies of the industry, promote civilized production and promote the two civilizations to a new level. Promote the Tianjin Foreign Shipping Agency with the international shipping and freight forwarding industry convergence, and actively participate in international competition will have a profound impact. However, we can not but recognize clearly. The achievements made by four consecutive years of quality service activities do not mean that the work and services provided to the shipowners, cargo operators and the vast majority of users in Hong Kong meet the requirements. Nor does it mean that there is no problem with the company's work and services. On the contrary , There is still a big gap between the requirements of the masses of users in terms of the quality of work and the quality of service provided by the agents. The basic management of work quality and service quality needs to be further improved. The concrete manifestation is as follows: (1) Awareness of agency management in agency industry is gradually weakening while focusing on production and efficiency while lagging in the macroscopic correct guidance and microscopic implementation of enterprise management and service quality management (2) weakened the integrated management function of the agency industry and relaxed the internal management, which led to the rise of the unhealthy trend in the agency industry. (3) It is particularly worth thinking deeply about the quality of the work done by the agency enterprises and Quality of Service A short-term behavior has occurred in the actual business process. In the past, after repeated research and development to explore the quality of work,