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国有大企业长江航运集团重塑长江客轮新形象,90多艘投人春运的客轮变成了旅客们温馨的“家”。仅仅一年前,长江干线大班轮完全是另一幅模样:设备陈旧,服务水平低劣,超员、倒客、误点、乱收费现象屡有投诉。在激烈的长江客运市场竞争中,拥有百亿元资产、十万职工的长江航运集团客运量年均下降15%以上,每年客运亏损过亿元。1997年初,长航集团领导层下决心打一场客运服务质量翻身仗。为了从根本上改变服务质量,集团决定改革传统分散经营的客
The state-owned large enterprise Yangtze River Shipping Group to reshape the new image of the Yangtze River passenger liner, more than 90 passengers into the spring passenger liner has become a warm “home.” Just a year ago, the main line of the Yangtze River Route was totally another picture: outdated equipment, poor service, overcrowding, reneging, lagging behind, and frequent charges. In the fierce competition in the Yangtze River passenger transport market, the Yangtze River Shipping Group, with its 10 billion yuan of assets and 100,000 employees, has witnessed an annual drop in passenger traffic of more than 15% each year, with passenger losses of over 100 million yuan each year. In early 1997, under the leadership of CSA Group, determined to fight a passenger service quality turnaround. In order to fundamentally change the quality of service, the group decided to reform the traditional decentralized customers