高速公路X收费站精细化管理研究

发布时间：2018-06-30 18:58

本文选题：高速公路收费站 + 精细化管理　；参考：《河北大学》2017年硕士论文

【摘要】：在高速公路收费站这个特定的领域,研究精细化管理的实施,可以丰富高速公路管理理论体系。当前,人们主要在研究有关高速公路的硬件建设、智能化、网络化和收费管理的问题,而对高速公路的组织细胞——收费站的管理研究较少,本文以X收费站为例,运用管理学及精细化标准化的相关理论结合国内外科研成果,全面研究X收费站的精细化管理。提出合理化建议,弥补管理活动中出现的不足,满足X收费站的管理需求。同时,也能对刚开通的收费站提供一些有益的借鉴。研究指出X收费站实行精细化管理要在现行管理模式上进行改进,应达到以下精细化管理目标:收费业务差错率在可控范围,社会和公众满意度高,职工工作积极性强,树立品牌服务文化,完成应急保畅预案。但是现实情况与X收费站精细化管理的差距还有很多,主要体现在收费业务方面,服务控制方面,绩效管理方面,公共管理标准化方面,应急保畅能力方面。对此本文提出加强职工日常业务培训;做好收费工作后勤保障;组建绩效考核领导小组;加强绩效考核培训;制定可行性强的绩效考核管理体系;发挥绩效考核激励机制;做好职工思想工作;细化文明服务标准;完善营运监管体系;开展站区文化建设;多举措保障站口安全畅通环境;制定应急保畅预案等实现X收费站精细化管理建议。
[Abstract]:In the specific field of expressway toll station, the research on the implementation of fine management can enrich the theoretical system of expressway management. At present, people are mainly studying the problems of highway hardware construction, intelligence, networking and toll management, but there is little research on the management of expressway organizational cell-toll station. This paper takes X toll station as an example. Based on the relevant theories of management and fine standardization, this paper studies the fine management of X toll station in combination with domestic and foreign scientific research results. To make up for the deficiencies in management activities and meet the management needs of X toll station. At the same time, it can also provide some useful reference for the newly opened toll station. It is pointed out that the implementation of fine management in X toll station should be improved in the current management mode, and the following fine management objectives should be achieved: the error rate of charge business is controllable, the social and public satisfaction is high, and the staff and workers have strong enthusiasm for work. Establish brand service culture, complete emergency protection plan. However, there are still many differences between the actual situation and the meticulous management of X toll station, which are mainly reflected in the aspects of charge business, service control, performance management, standardization of public management, and the ability of emergency protection. In view of this, this paper proposes to strengthen the daily business training of staff and workers; to do a good job of logistics support for fee collection; to set up a leading group for performance appraisal; to strengthen performance appraisal training; to establish a feasible performance appraisal management system; to give full play to the incentive mechanism of performance appraisal; Do a good job of staff and workers ideological work; refinement of civilized service standards; improve the operation supervision system; carry out cultural construction of station area; multi-measures to ensure safe and smooth environment of station entrance; formulate emergency plan to ensure smooth management of X toll collection station.
【学位授予单位】：河北大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：U491

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