Research On Control Of Service Quality For Heilongjiang Post Office

Heilongjiang Post Company(hereinafter referred to as "Heilongjiang Post")is a service enterprise with the nature of public utilities.It serves every corner of urban and rural areas throughout the province and goes deep into thousands of households.Heilongjiang Post undertakes the obligation of universal service and special service.In 2007,Heilongjiang Post separated itself from enterprises and began to realize the true meaning of independent operation and take responsibility for its own profits and losses.The products provi ded by Heilongjiang Post to the society are only services.The level and quality o f service are the basis of its competitiveness,survival and development.In recent years,with the stringent requirements of market supervision and the improvement of service requirements of the public,Heilongjiang Post Service is facing more challenges.The feedback from all levels and aspects,we can see that there are still some problems in the service quality of Heilongjiang Post,and there are still many complaints about the service quality of Heilongjiang Post,which is on the rise.This fully demonstrates that the society and the masses are demanding higher and higher service quality of Heilongjiang Post,and the work of Heilongjiang Post to improve service quality,especially service quality control,has not yet met the requirements.In this study,the basic situation of Heilongjiang Post is introduced firstly.On this basis,the overall service quality of Heilongjiang Post Branch is analyzed through questionnaire survey and analysis of the amount and content of complaints from users.On the basis of fully understanding the changes of external objective environment and users' demand for Heilongjiang Post Service and the existing problems of Heilongjiang Post itself in service,aiming at the lack of comprehensive and effective control of postal service,the single form of service inspection,the untimely handling of users' complaints,and the original hand of mail inquiry and compensation.Work status,non-standard mail processing,service quality rectification effect is not obvious,this paper analyses the main reasons for the problems deeply.According to the analysis results,on the basis of science and objectivity,taking full account of the situation of Heilongjiang postal enterprises,from a systematic and comprehensive point of view,the paper formulates the control strategy which is in line with the actual situation of Heilongjiang Post.In the optimization of service quality supervision and inspection system,we should consider the establishment of supervision and inspection system in horizontal and vertical dimensions;in solving the problems of many Heilongjiang Post outlets and single service inspection form,we should consider the use of video surveillance and other off-site inspection methods;in the aspect of after-sales services such as complaints and compensation,we should consider the integration of resources to realize complaints.Compensation closed-loop management mode;in order to solve the problem of no naked mail in the process of modern mail processing,we consider the development of management systems and standardized processes to deal with.In order to achieve the better ultimate goal of service quality control,the corresponding safeguard measures are formulated from the aspects of talent attraction,capital investment,optimization of process and full use of information technology.Under the guidance of the overall control strategy,the service quality control strategy of Heilongjiang Province will be implemented smoothly on the basis of perfect guarantee.