Summary of Unicom's personal annual work in xx, under the guidance of Scientific Outlook on Development, the company thoroughly implemented the 12-character working policy of "seizing opportunities, ensuring growth, restructuring and upgrading", taking customers as the center, ensuring communication revenue and profit indicators, deeply adjusting income structure, cost structure and personnel structure, improving service ability, network ability, marketing ability, innovation ability and management ability, accelerating effective development, and successfully completing various tasks and objectives in xx. Strive to build China Unicom into a leading broadband communication and information service provider in China. Below, I will report my work in xx years as follows:
I. Main work in xx years:
(a) to speed up business development, vigorously increase revenue and reduce expenditure, to ensure the realization of the two goals of income and profit.
In accordance with the business philosophy of "3G achieves new breakthroughs, broadband and 2G achieve scale development, value-added, transformation and integration services achieve income increase and capital preservation, and precise marketing is carried out for three types of customers", both quantity and quality are paid equal attention to, so as to achieve effective and rapid development of various businesses and ensure the realization of the two major goals of communication revenue and profit.
1. Realize the breakthrough development of 3G services.
Give full play to the role of channels, identify target customers, implement precise marketing, unswervingly develop and compete for customers with high contribution value, pay equal attention to quantity and quality, and achieve breakthrough development of 3G services. Achieve a net increase in 3G customers in xx years. In terms of incremental market, we will expand the customer base by focusing on high-end new markets of different networks. First, do a good job in customer base screening, and promote 3G services by means of mass messaging, telemarketing and door-to-door marketing for high-end customers with different mobile phones. The second is to build a 3G professional sales team in the business hall, from passive business acceptance to active marketing, and give play to the role of 3G brand stores and 3G zones/counters in front-end marketing. Third, do a good job in providing services and support to agents, carry out channel competitions and other activities, and encourage the accelerated development of social channels. The fourth is to promote business development through the application of 3G industry. Targeted maintenance of 3G customers, effectively enhance customer value. First, expand the use of data value-added services by 3G customers and increase the proportion of value-added revenue. Guide customers to use new 3G functions, guide customers to use data services, improve activation rate, and cultivate customers' habit of using data services. Second, call back to maintain customers, improve high-end customer service and extend customers' online time. Thirdly, the promotion of preferential purchase activities combined with the 24-month contract plan of 3G customized terminals will enhance customer loyalty. Fourth, give full play to the advantages of 3G to improve the online viscosity of customers.
2. Achieve large-scale development of broadband and 2G.
Continue to consolidate its dominant position in the broadband market. Take improving network coverage as a strategy to accelerate the start-up and development of the market. Achieve a net increase in broadband. The first is to strengthen broadband network coverage. In view of the land competition in the county, the incoming call rate of the resident network reached 53%. In view of rural areas, speed regulation network resources are optimized according to business needs to meet rural market demand. Second, we will continue to promote the construction of county broadband speed-up projects, improve network access capabilities through coverage, and enhance customer perception. Third, strengthen the assessment of the pass rate of broadband loading and unloading 1 day, ensure that the pass rate of broadband loading and unloading machine 1 day reaches 25%, and the pass rate of obstacle maintenance 1 day reaches 37%, and establish the image of high-end products by improving service quality and speeding up broadband. The fourth is to enhance the stickiness of stock users and maintain the stock market with broadband speed. Fifthly, take early warning measures for loss and customer retention, establish early warning mechanism for customer leaving the network, analyze the reasons for customer leaving the network, implement active care and maintenance, improve the three-level customer retention mechanism, and adopt one-to-one marketing and customer transfer tracking for users who take apart the machine. Fifth, combined with the implementation of government policies to benefit farmers, such as home appliances going to the countryside, the new rural cooperative medical system and information stations, we will promote the rural broadband service market and seize the rural market quickly.
In terms of 2G services, accelerate development and improve the development quality of 2G services. In xx years, on the basis of stable development of the low-end market, efforts were made to accelerate the increase in the proportion of mid-to high-end users, improve the quality of 2G business development, realize the development of 2G business, achieve net increase, and achieve a 5% increase in revenue of 2G business. For the incremental market, first, through cross-subsidies, telephone concessions, points bundling, terminal bundling, service bundling and other comprehensive measures. Second, in low-income groups and rural markets sensitive to tariffs, regional preferential policies are the main way to stimulate incremental users. The third is to carry out the marketing of returning home, increase the marketing efforts of returning migrant workers and migrant workers during the Spring Festival, and realize the development of 2G. Fourth, on the basis of doing a good job in student marketing in winter and summer vacations, expand social youth marketing activities and realize 2G development. Fifth, seize the opportunity of PHS users to switch to the network, maintain the existing user resources, smoothly transition to the company's mobile network, and realize the development of 2G customers. In view of the stock market, the traffic structure analysis model and monitoring mechanism are established to implement targeted marketing for businesses with less usage.
3. Realize the effective development of value-added, transformation and integration services.
In terms of value-added services, we will focus on developing key value-added services, increase the customer scale of mature products, develop and launch new products, and promote the steady growth of overall income. First, voice service, focusing on publicity and chat, examination score checking, Q coins and micropayment services, as well as results inquiry and contest voting services. The second is to further introduce Yue Ling Music Box. Third, continue to promote telephone navigation services, focusing on the development of short message titles, industry first check and other services. Fourth, we will promote the development of SMS and MMS business by promoting the front desk, festivals and short message industry applications. The penetration rate of short messages on G network reached 12%, up by 2 percentage points year-on-year. Fifth, improve the popularity of GPRS services and 3G applications. Fifth, strengthen the promotion of Internet application, promote the development of enterprise website construction business, and increase the income of Internet value-added services. Sixth, innovate product forms, bind advertising investment with main business, and promote bill envelope business.
Transformation business: focusing on business hall, base station monitoring and other projects, combined with the needs of chain industry, promote chain store business, one-on-one promotion, and accelerate business development. In view of the information charm business, adhere to the idea of government-driven and industry development, and continue to promote the application of government information charm; Promote the marketing of "new business forces". For home appliances going to the countryside, we will focus on married customers, teachers, doctors, breeders and so on in combination with the development of Unicom Information Village.
In terms of converged services, we make full use of our company's full-service advantages, effectively combine 3G, broadband, fixed network and 2G services, realize the maintenance of fixed network and G network services, stimulate new services, and vigorously develop the combined services of home 1+3G, home 1+2G and home 1+ width. On the basis of safety, mutual assistance and security, enhance the application value of fixed-line services and stabilize fixed-line customers; Build a virtual network of fixed-line and G-network voice for every village, innovate and retain rural fixed-line customers, enhance application value, and realize the development of Unicom information village.
4. Accurate marketing for three types of customers.
For group customers, give full play to the fixed-line status of group customers, strengthen daily visits, strengthen services and enhance brand influence. First, strengthen the promotion of 3G services, carry out targeted marketing activities such as important customers and key projects, and promote the effective development of 3G. The second is to carry out customer care and maintenance activities for group customers. Strengthen communication with group customers, improve customers' loyalty to our business and develop new business. Third, by enriching networking methods, we will provide cross-subsidy concessions to group customers with high fixed-line revenue contribution, and continue to promote the development of the group network.
For business customers, first, aim at the high-end crowd among business customers, carry out 3G business list marketing, continuously expand the application scope of 3G services, and promote industry solutions. Second, continue to deepen fixed G networking, and use multi-service combination bundling to realize the coordinated development of broadband, fixed-line and 2G mobile phones. The third is to strengthen the retention and development of customers in professional markets and commercial buildings. Take broadband service as the core, combine G network services, and promote the sales of combined services. The fourth is to dig deep into the needs of the industry, standardize the product mix model, and realize the productization of a package of solutions. The fifth is to further deepen the construction of the inventory system and improve the power grid and industrial sales system. On the basis of inventory management, deepen the implementation of inventory system+grid+industry sales organization system.
For public customers, do a solid job in the maintenance and promotion of full-service products, and vigorously promote family informatization and personal informatization. Promote the development of converged services, and promote home virtual network, home number and joint payment in county towns; Promote the plan of connecting villages in rural areas. Continue to promote the construction of peace and mutual assistance and increase the number of fixed-line telephones. Continue to promote the development of key markets and cluster customers, do a good job in the development of special markets such as student market, rural market, repeat customers and mobile customers, and increase the market share of 2G services. Promote family and personal informatization, rely on social services to accelerate the promotion of family portals, family guards and other information packages, and achieve a breakthrough in information application.
5. Vigorously reduce costs and increase efficiency.
First, strengthen the benefit analysis of expenditure. Every expenditure of the company should be analyzed in advance, controlled in the process and evaluated afterwards, and the inefficient expenditure should be strictly controlled to prevent inefficient expenditure. Actively tap and revitalize network resources to minimize expenses. The second is to vigorously carry out activities to reduce costs and increase efficiency. Strictly control the expenditure of water and electricity, standardize the power consumption of lighting equipment and office equipment in office areas, so that people can go without electricity and reduce ineffective energy consumption; Strictly control the cost of vehicle use. Through various effective measures, we can effectively improve the efficiency of the company's investment, reduce energy consumption and ensure the realization of profit targets.
(II) Deeply adjust the three major structures, change the development mode of the company, and achieve sound and healthy development.
In xx years, through the continuous and in-depth adjustment of income, cost and personnel structure, resources tilted to high-yield businesses and high-yield regions, and outstanding talents flowed to the front line and management, realizing the rapid development of various businesses, especially potential and high-yield businesses, and realizing the transformation of the company's development mode.
First, vigorously adjust the income structure. Focus on the income of data business, value-added business and transformation business, increase the proportion of income, enhance the value of ARPU, put value-added and transformation business in a more prominent position, and realize the gradual and reasonable adjustment of income structure through the adjustment of business structure and customer structure.
The second is to rationally adjust the cost structure. Give priority to ensuring network operation and maintenance costs, vigorously reduce administrative expenses, and implement effective expenditures on marketing expenses. In accordance with the principle of "efficiency first", we will rationally allocate limited resources and focus on efficient areas and products with strong business development needs and sustained and obvious benefits. In view of the administrative expenses, on the basis of adjusting the proportion of expenses as a whole, we should minimize and try our best to save, seek benefits from management and maintain negative growth.
The new performance appraisal method, based on the piece-by-piece assessment of marketers and community managers, promotes the piece-by-piece assessment of urban salespeople, realizes the link between performance income and workload or business development, implements the guaranteed bottom without capping, encourages outstanding employees to make more contributions, encourages more outstanding employees to go to the front line of production and operation, and enriches the front line strength.
(III) In order to ensure the realization of five upgrades and push the overall operation of the company to a new level, our company has innovated its service model, based on the network and taking customers as the center, and implemented refined management, which has improved its service ability, network ability, marketing ability, innovation ability and management ability in five aspects, and improved the operational efficiency of the whole business.
Realize the improvement of service ability.
Adhere to the service concept of "promoting development through service", implement the new six convenience services, continue to carry out short-board rectification work, innovate the service mechanism, establish a "big service" system with full business, full process and full participation, enhance customer perception, take the new six convenience services as the starting point, innovate service means, and implement the 3G leading plan. To improve the service ability of service personnel, people are the basis of good service, and we should deal with four relationships: employee and enterprise, employee satisfaction and customer satisfaction, employee loyalty and customer loyalty, and customer and enterprise. Do a good job in "six new convenience services" such as broadband repair, one-day service, self-help payment to the county, zero complaints about service attitude, hotline 100% satisfaction, value-added complaint compensation, and mobile network passepartout, create new service heights and maximize customer perception. The company should earnestly establish the business philosophy of "service is the cause, profit is the result" to make the enterprise develop in the long run.
Show first.
Improve service shortcomings in an all-round way, focusing on solving shortcomings such as low satisfaction of fixed lines, untimely troubleshooting, poor perception of mobile networks, and mandatory customization of value-added services. Strict assessment and severe punishment will be given to the service quality problems caused by poor management.
Realize the improvement of network capability.
In terms of network operation and maintenance, the first is to continuously promote the optimization and adjustment of G network. Further strengthen G network fault management and base station equipment maintenance, focus on improving the response and processing speed of major faults, reduce the outage time in the station, and ensure the high-speed and high-quality operation of the whole network. Second, continue to optimize network resources, focus on switching and broadband board adjustment, carry out work such as "network slimming" and "energy saving and consumption reduction", deeply tap the network potential, actively carry out energy saving and emission reduction work on the premise of ensuring maintenance work, reduce operation and maintenance costs and improve network operation efficiency. The third is to strengthen the management of operation and maintenance costs, put limited costs on network rectification, and effectively reduce the incidence of obstacles. Fourth, strengthen basic management and maintenance, continue to deepen the rectification of AAA standards, and do a good job in implementing various requirements in accordance with the acceptance rules; Establish and improve the maintenance organization system that adapts to the new situation, further improve, optimize and implement the maintenance process and key processes, and improve the operation and maintenance level of the two networks. In terms of network construction, with the optimization of mobile network construction, urban 3G coverage will be basically realized. Complete the construction of new broadband access capacity. Intensify the implementation of the broadband upgrade and speed-up project, and comprehensively improve the network carrying capacity and security.
Realize the promotion of marketing ability
First, innovate channel management, improve channel coverage, continue to improve the basic image construction of each channel, and gradually realize the coordinated development of products, customers and channels. Enhanced own canal
Road power and vitality, for the physical business hall, realize the transformation from the traditional orientation of simply providing business acceptance and payment services to the new orientation of integrating experience marketing and service marketing. Strengthen the management and control of social channels with efficiency as the core, accelerate the cultivation of core channel partners, implement localized management of social channels, and shift the management focus to business departments. Promote the online business hall, effectively release the power of physical channels, and turn to sales work such as business marketing and customer experience. The second is to strengthen the management and control of all aspects of marketing, from market research to the formulation, implementation and effect analysis of implementation plans, to carry out strict and meticulous management, to refine each work step, to strengthen various support guarantees, and to pay attention to business effect analysis, so as to provide reference for the next step. The third is to strengthen the collection and management of arrears. Strengthen overdue payments to ensure that the overdue rate is lower than last year's level.
Realize the improvement of innovation ability
First, carry out business innovation. In today's increasingly fierce market competition, business innovation has become a strategic issue for the development of China Unicom. Only by constantly innovating business according to the needs of users, technology and market can we compete in the market with ease. Combine the customer's needs, reasonably combine the company's business advantages, expand the scope of business functions, explore new business functions or new uses, increase special business functions, and establish the company's brand advantages. Second, carry out market innovation, actively expand the industrial market, focus on industrial applications, open mind, and seek excellent cooperation with partners in the industrial chain with an open, pragmatic and win-win attitude. Third, to carry out service innovation, we should innovate service methods and expand service channels. On the basis of improving the existing service channels of face-to-face entities such as business halls and community administrators, we will innovate electronic service channels to achieve customer satisfaction.
The purpose of enjoying our convenient service when going out is the basis of communication service, which is also the place where China Unicom goes all out.
Improve management ability.
With the intensification of market competition and the continuous expansion of business scope, the complexity of business has also increased. Therefore, it is necessary to optimize the process according to the needs of the whole business operation, and simplify the process and improve the efficiency by optimizing the important processes and common processes such as customer service process, business approval process, maintenance process and construction process. Combined with the optimization of process, the management interface of each work is clarified, which further standardizes the company management and improves the work efficiency. At the same time, strengthen the management of production safety, comprehensively carry out the investigation and management of hidden dangers in production safety, and implement the responsibility system for production safety. Further strengthen the prevention and crackdown on communication line cases. In view of the frequent incidents of cable theft in the second half of the year, employees were organized to patrol at night in advance, and recently a special inspection was conducted in conjunction with the Public Security Bureau. The third is to strengthen the construction of corporate culture, promote the study and practice of Scientific Outlook on Development activities, carry out the creation of spiritual civilization in depth, and carry out various creation activities such as "creating civilized units", "creating a window of stars", "facilitating the people and benefiting the people", "striving for youth civilization" and "striving to be an expert in youth posts". Strengthen the ideological and political work of enterprises, combine the ideological and political work of cadres and workers with practical work, solve ideological problems with practical problems, and achieve the purpose of straightening out emotions, resolving contradictions, unifying thoughts, inspiring spirits, rallying strength and promoting work. Strengthen the democratic management of enterprises and safeguard the legitimate rights and interests of employees according to law; Further strengthen employee care, improve the working environment of grassroots employees, and promote enterprise harmony. Further strengthen the party's work style construction and anti-work, and carry out enterprise inspections with procuratorial organs.
Build and strengthen the integration of punishment and prevention system construction and enterprise production and operation management, strengthen supervision and inspection, and promptly investigate and deal with all kinds of reported cases. It is necessary to earnestly improve the style of work and consolidate the achievements of the "year of building cadres' style of work." Strengthen corporate image publicity, and establish the image of our company with excellent professional quality, convenient service and humanistic care for customers through news media, advertisements and the Internet.
In short, in the past xx years, with the concerted efforts of Qi Xin from all over the company, all employees of the company have overcome difficulties, seized opportunities and forged ahead in unity according to the development ideas, development goals and work measures formulated at the beginning of the year, which has effectively promoted the rapid development of China Unicom and achieved the new glory of China Unicom!
In xx, Xinxiang Branch of Henan Province will once again stand at a new starting point. We should adhere to a firm strategy, concentrate our strength, strengthen our confidence, seize opportunities and accelerate development. Unite all staff, overcome difficulties and obstacles, and ensure the successful completion of all tasks throughout the year!