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Article 1 of the annual work summary and plan model:
Annual work summary and plan for new employees
Time flies, time flies, and I have been in the company for nearly half a year. With the strong leadership and care and support of the company leaders, I have made great progress in _ _.
I. Annual Work Situation
1, familiar with the rules and regulations of the company.
I joined the company in August _ _ _. In order to integrate into the company team faster and better and lay a good foundation for future work, I stepped up my understanding of the company's rules and regulations and became familiar with the company's corporate culture. Through understanding and familiarity, I am proud to join the company's team, but I also feel my own pressure. In the future work, I will take the company's various rules and regulations as the criterion, strictly demand myself, and complete the work tasks faster and better.
2. Be familiar with the workflow.
As an assistant designer, my duty is to help designers complete all kinds of drawings and documents in the process of talking about bills, and make full preparations for designers to sign bills. After a period of running-in, I gradually know how to do it and do the work at hand well. Under the guidance of the designer, I not only know a lot of professional knowledge, but also know a lot of truth about being a man and doing things.
Second, the existing shortcomings and improvement measures
_ _ years have been in blowing in the wind. Looking back on my work in the company for nearly half a year, the workload is not large, the highlights are almost non-existent, and many jobs are still unsatisfactory. To sum up, the shortcomings mainly include the following points:
1, lack of communication, unable to make full use of resources.
In the process of work, due to the lack of solid professional knowledge and certain inertia, the consideration of things is not comprehensive and meticulous enough, and I don't take the initiative to ask other colleagues for advice, which leads to reduced work efficiency or even mistakes, and I can't make full use of superior resources. As the saying goes, "Three people must have a teacher". In the future work, I will actively strengthen communication with colleagues in other departments, share resources through the company's platform, and improve work efficiency.
2. Lack of planning
In the process of work, due to the lack of planning, the purpose of work is not clear enough, the contradiction between primary and secondary is unclear, and the effect of getting twice the result with half the effort is often achieved. The leader is dissatisfied or full of grievances. In the future work process, I will make a work plan carefully, strengthen my understanding of the purpose, distinguish between primary and secondary contradictions, and strive to get twice the result with half the effort.
3. The major is narrow.
As a modern talent, he should be versatile, so that talents can meet the needs of the times and the company. My major is narrow and I have no basic knowledge of other majors, which limits my development. In the future work process, I will strengthen the study of other majors, make full use of the company's resources, improve subjective initiative, and strive to become a multi-functional and compound talent.
Three, _ _ year target plan
1. Strengthen self-study, combine with reality, consider more details, do a good job seriously, and actively cooperate with colleagues' work projects. Continue to strengthen the study of the company's systems and businesses, and realize a comprehensive and in-depth understanding of the company's systems and businesses. Take the company's various systems as the theoretical basis of their attendance work, and combine the actual situation to better carry out attendance work.
2. Actively learn from colleagues, consult modestly, promote learning through practice, and improve your working ability in all directions.
3. Overcome many shortcomings, strengthen study, and contribute to the development of the company.
Finally, I'd like to thank all my colleagues for your company in the past six months, which made me feel warm and cordial when I was alone in a foreign land. I want to thank the company for providing me with such a good learning platform, so that I just graduated and didn't know anything, and I learned too many things that I had never seen in the past few days.
Sincere thanks.
I sincerely hope that 12 we will get better and better.
Article 2 of the annual work summary and plan model:
Annual work summary and plan
Time flies, and years are like songs. The year of 20__ is coming to an end, and 20 13 is coming to us with brand-new steps. I used to be a reserve cadre, and now I am the new Chief Cabinet Secretary. It has been almost a year. In the past year, due to lack of work experience, I encountered many difficulties and obstacles in the process of internship. At the same time, I also got many opportunities to hone. These opportunities have benefited me a lot and I am deeply touched. Now I will summarize my work in the past year as follows:
1. Based on your own work, complete various tasks.
First of all, I have changed a lot from a reserve cadre to the Chief Cabinet Secretary. As a reserve, as long as you finish your job and assist the supervisor and the cabinet head in handling daily affairs, as the cabinet head, while managing the personnel in the area, you also have a clear and detailed division of labor in material distribution. At the beginning of my work, I did encounter some difficulties, but with the guidance of the competent leader and the help of my colleagues, I found my own shortcomings, set strict demands on myself, kept learning and enriching myself, and completed my work well. Through nearly a year's study and work, I have made a new breakthrough in my own development and my working style has also changed greatly.
Second, self-discipline.
"Plum blossoms come from bitter cold", and the working attitude of self-confidence, self-improvement and courage to climb the peak can motivate employees to create value for the enterprise. When I first came to new Boda, the most important thing for a cadre is to establish a healthy and positive image in front of employees, which is helpful to the development of work and improve the sales performance of employees. The important link to show this face lies in daily meetings and communication with employees. Maybe it's because I don't often speak in front of many people. I always stutter, and nervousness takes over my whole heart. I feel very lost and embarrassed. However, people are always frustrated and brave. Think deeply about the shortcomings when you speak, find out the reasons, take the initiative to apply to your superiors, speak more at the meeting, and exercise your courage. With the help of my superiors and the encouragement of my employees, my speech is getting smoother and smoother, and the employees' response is getting better and better.
At the same time, at the beginning of dealing with after-sales problems, due to their lack of business level, many difficult customers dare not take the initiative to communicate with customers, for fear of causing unnecessary disputes, but they have no right to speak without trying, and the problems always need to be solved. Learning how to solve problems skillfully and satisfactorily is the most important thing. Under the guidance of leaders, we constantly revise our own ways and means, so as to gain the trust of customers and enhance our self-confidence.
3. commodities.
"Commodities are the soul of a store." The diversity of commodities comes from the quality of management. At first, I thought there was nothing to manage. Later, after many times of communication with the supervisor, I learned that there is still a lot of knowledge about the goods, such as how to grasp the quantity of inventory and replenishment, the season and timeliness, and so on. Then I should pay more attention to the goods: the best-selling styles should be replenished in time and coordinated with the market; Multi-tone: check whether the layout of each hall is consistent and some goods are dynamic at any time; Summarize more: record the best-selling models and adjust them in time when problems of slow-selling models are found. With these indispensable experiences, I am now more suitable for my job than before.
The above is the most experience I have learned from my work in the past year. In the new atmosphere of 20__, I will continue to adhere to the working motto of "be lenient with others and be strict with myself" and carry out the post oath of "being serious, pragmatic, innovative and excited-emotional" from beginning to end. I will definitely interpret the true meaning of these words with concrete work performance and prove that I can do better with practical actions!
Article 3 of the annual work summary and plan model:
Annual work summary and plan of customer service department
Time flies, and the work of 20 years will be over in a blink of an eye. Since I joined the project, with the guidance of the project leader and the support of various departments, I have basically completed the expected work objectives and various work plans at the beginning of the year. Over the past year, the customer service department has strengthened the internal management of the department, improved the service level of the department, improved the communication with the owners, and properly handled the disputes and compensation incidents related to the owners. The work of the department has been significantly improved, the enthusiasm of employees has been greatly improved, and the satisfaction rate of owners has been significantly improved. This year's work is summarized as follows.
This year's fee is 65,438+0,220,000 yuan (up to 65,438 in 20 years+65,438+05 in February), and the collection rate is 80%, and the fee of last year has been paid off. 42 compensation disputes were handled, with an achievement rate of100%; Coordinate the handling of 10 large-scale warranty maintenance, and the owner is basically satisfied; Upon receipt of the owner's complaint 12 pieces, the timely handling rate100%; Daily repair 120 pieces were accepted, and the qualified rate was100%; Visited 700 people/time and accepted more than 200 suggestions.
First, the good performance of this department this year.
(A) standardize internal management, enhance the sense of responsibility and work efficiency of employees.
Since joining Project _ _, customer service department, we have found that the internal management of the department is relatively weak, mainly manifested in the weak sense of responsibility of employees, insufficient work initiative, low work efficiency, procrastination and so on. In view of the above problems, I further improved the departmental responsibility system and defined the responsibilities and work standards of departmental employees; Strengthen communication with employees, organize a number of targeted trainings, and regularly comment on employees' work, effectively inspiring employees' sense of responsibility. At present, the employees in this department are highly motivated, and their passive and conditional working attitude has changed into active and voluntary working attitude, thus promoting the development of all work in this department.
(two) take various forms and measures to consolidate and improve the level of _ _ _.
In this year, _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _. First, the forms of charges are diversified, with emphasis on strengthening door-to-door charges on holidays. Before, the customer service department mainly used telephone calls and posted notices. Both methods have the problems of low charging efficiency and low enthusiasm of car owners. Therefore, Lu Yu and door-to-door charging methods have been added to ensure that all customer service personnel charge at home every Saturday and Sunday. We strengthened communication with the owner, discussed the timing of charging, and ensured the efficiency of charging. Second, the service-oriented charging measures promote the owners' willingness to pay by improving satisfaction. Charging work is the embodiment of _ _ service level and the basis of charging. Therefore, service is the basis for raising the level of _ _ charges. This year, the unresolved disputes and compensation issues since the establishment of the project have been sorted out, and most of the problems have been solved in a focused and step-by-step manner, and the existing resources of the project have been used to help the owners solve problems such as decoration, maintenance and home furnishing. I believe that the owners will gradually improve their enthusiasm for voluntary payment because of their meticulous service. Third, the charging work is performance-oriented, and the charging level is improved by encouraging employees to charge. Charging has always been the most difficult task for the customer service department. Employees' enthusiasm for charging has always been low, and overtime pay will be added.
(3) Strictly grasp the service quality and level of customer service personnel and create a good service image.
The customer service department is the bridge and information center of the management office, which plays a role in connecting the inside and outside. The service level and quality of customer service personnel directly affect the overall work of the customer service department. Since the second half of this year, our department has focused on employee service management on the basis of doing a good job of charging. Before going to work every day, employees conduct self-inspection and mutual inspection on dress and etiquette, so that customer service personnel can maintain a good service image, strengthen language, etiquette, communication and problem-solving skills training of customer service personnel, and improve customer service quality. The department has established the service concept of "thoughtful, patient, enthusiastic and meticulous", and put this concept into service for the owners, taking the owners' affairs as their own business in service.
(4) Successfully completed the second-phase check-in work, which laid the foundation for the overall work of the customer service department.
At the end of June, the project received the second-phase occupancy task, and our department was mainly responsible for data distribution, contract signing, owner dispute handling and so on. A total of 852 households went through the check-in procedures, and 3 1 piece of disputes were handled during the check-in. All procedures were handled in time and accurately, and the owners of all kinds of disputes were basically satisfied. Before the official check-in, our department worked overtime to prepare check-in materials, contracts and other documents, formulated detailed and unified statements, and organized many check-in drills. In the process of handling the formalities, the customer service staff learned and mastered the family characteristics, customer group types and basic economic conditions of the owner through contact with the owner, which laid the foundation for future charging and service work. In the process of handling formalities and disputes, the customer service staff patiently explained and answered the questions raised by the owner, showing a good customer service image to the owner.
(five) closely cooperate with various departments to do a good job of internal and external contact and coordination of the management office.
The important function of customer service department is to contact the internal management office and the external work of the owner, and provide services to the owner in time through feedback information. This year, 92 engineering problems, 40 safety problems, 23 cleaning service problems and 56 developer problems were handled in coordination. The focus of customer service coordination is the follow-up and handling strategy of the problem. In the process of dealing with problems, our department has tracked, fed back and reported, which has solved the coordination work well.
Second, the problems existing in the work of the department
Although the overall work of this department has achieved good results, there are still some problems. In order to further improve the work next year, the problems existing in our department are summarized as follows.
(1) The staff's professional level and service quality are low.
Through the work and practice of the department for half a year, the customer service level is low and the service quality is not very high. Mainly manifested in the skills and methods of dealing with problems are not mature enough, the experience of dealing with emergencies is insufficient, and the professional quality in service is not very high.
(2) The growth level of _ _ charging performance is not high.
Judging from the current charging level, there is still a certain gap compared with the average level of 75% in this city. The main problems are improper ways and means of urging fees, low enthusiasm of employees, failure to solve the problems left over from previous and daily services in time, and low overall service level of the project, among which the enthusiasm of employees and ways and means of urging fees are the main factors.
(3) The department management system and process are not perfect.
In the past six months, the department focused on charging and repossession, thus neglecting institutionalization. At present, the system of staff management, service standard and operation flow is not perfect, which affects the work efficiency, staff responsibility and work enthusiasm of the department to some extent.
(four) the coordination and handling of the problem is not timely and inappropriate. The feedback of complaint handling, owner's opinions, suggestions, owner's help and other information is not timely and comprehensive, and the problems are not followed up and reported in time after receiving them, and the methods and methods of dealing with the problems are improper.
Three. 20__ Key points of work plan
In 20__ _, the key work of our department is to further improve the level of _ _ _ fees, which will increase by 4-7 percentage points on the basis of 2009; Department management is basically institutionalized, and employees' sense of responsibility and service level have been significantly improved; Various services were carried out in an orderly manner, and the satisfaction rate of owners was greatly improved compared with last year.
(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached about 85%.
(two) to further improve the level of _ _ _ _ _, to ensure that the charging rate reaches about 80%.
(3) Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved.
(4) Improve the customer service system and process, and basically realize institutionalized management.
(five) closely cooperate with the work of various departments, timely and properly handle the disputes and suggestions of the owners.
(six) to strengthen the management of cleaning outsourcing, so that there are inspections and assessments, and constantly improve the quality of service.
Looking back on 2009, our work was full of hardships and setbacks, but we gained growth and achievements. Looking forward to next year, we will face opportunities and challenges. To this end, all staff of customer service department will continue to unite and work together with Qixin to achieve departmental goals and contribute to the company's development.
Article 4 of the annual work summary and plan model:
The planning department is responsible for the annual work summary and planning.
First, after a year's work and study, I evaluate myself: my advantages.
1, strong execution, all tasks assigned by superiors are completed on time, and feedback is given as soon as possible if there is any problem.
2, work autonomy is strong, what you think and see can be done automatically and spontaneously without the arrangement of superiors!
3. Good communication and cooperation. When it comes to working with other colleagues or departments, I can always actively communicate with them, reach an agreement and start working immediately.
4. There has been a new breakthrough in business skills and the work of the department has been carried out smoothly.
weakness
1, the host of stage activities still needs to make great efforts to improve his study.
2. Language expression and public scene speech organization still need to be improved.
3, impulsive, emotional, self-control needs to be further strengthened.
improvement measures
1, under the condition of not being affected by the weather, insist on doing stage activities well, do more interaction, improve your organizational expression ability and gather popularity.
2. Actively participate in various parties and activities organized by the company, and strive to integrate yourself into the team and build a team!
3, through learning and training to improve their personal quality, enhance their sentiment, further learn to manage, will manage, understand management. In order to improve comprehensive business and related management skills!
Second, as a management, my evaluation of the branch or department I am responsible for:
strong point
1. The team of this department has performed well, which is reflected in the personnel transfer and work development during the adjustment of each store.
2, the department is in a streamlined state, not reducing work efficiency, not reducing work tasks. Don't reduce the workflow.
weakness
1, all levels are still not careful enough, resulting in mistakes that should not be made!
2. Lack of control and awareness.
3. Personal business ability and management ability are not strong enough.
improvement measures
1, treat work seriously and carefully, put an end to carelessness, and further improve execution.
2, keep a positive attitude, put an end to the influence of external factors.
3. Develop good study habits and improve your business skills and management level.
4. Strive to build a good team and become an indispensable part of the team!
Three, in the same management level, I think my ability is (please tick "√" in brackets):
A, the first () b, the second (√)c, the third () d Other ()
4. Why do I feel that my ability is this level?
A: Although I am proactive in my daily work and my work goes smoothly, I still lack some initiative and management charm in management, which needs to be further strengthened in all aspects!
Verb (abbreviation of verb) I think my ability needs to be improved (please tick "√" in brackets):
A, continuous self-reflection (√)b, the boss's regular guidance and criticism (√)
C. Training and study (√) D. Other ways (√) _ Regular exchange and study with branches.
Review on the annual work of intransitive verbs;
1, performance:
1. During his stay at the headquarters, he completed the production of posters at the headquarters and other tasks assigned by Wu Jingli.
For a whole year, they were moved to various stores to support their normal operation. I worked in Gong Ming store during the Spring Festival and May Day in 2009, and transferred to Tang Wei store to celebrate in July. Qiaoyue Qiaotou Store was adjusted and upgraded, and 1 1 Yueqiaotou Store turned into normal work.
3. Improve the related work left over from the adjustment of Qiaotou Store.
4. The stage sound equipment of Qiaotou Store has been completely repaired and is running normally.
5. After being transferred to Qiaotou Store, actively carry out off-site stage activities in Qiaotou Store.
6. Establish the workflow of Quanjian Qiaotou Store Headquarters and re-plan the poster distribution route.
2. Management:
1. Compared with last year, there have been some breakthroughs and leaps in communication and coordination.
The work of this department is smoother than last year, and the collaboration is greatly improved.
3. Feedback and instructions on the work and business of the direct supervisor are in place in time, and the work is tracked from beginning to end.
4. Dare to manage in daily work, involving relevant personnel who are not afraid of offending people, dare to tell the truth and discuss the truth.
Five, 20__ annual work plan:
Description of the project completion period
1, do a good job in the annual promotion plan of Qiaotou Store, make features, make a level and make good achievements. Report the promotion plan for next month on the 20th of each month.
2. Do a good job of single-store posters to ensure zero mistakes, subject to the in-store poster schedule.
3. Do a good job in regional decoration and seasonal decoration. The festive atmosphere is arranged according to festivals.
4. Ensure the development of stage activities on Saturday and Sunday. Every Saturday and Sunday
5. Establish and improve the implementation of daily workflow system. Long-term strict management of pop charging standards in department stores
6. Learn to improve your business skills. Business skills have been improved to a new level for a long time.
7. Learn to improve your management level and strive for a first-class new high in management level and management performance. long-term
Please make personal suggestions for the future development of the company: (It can be aimed at the company's strategy, business line, personnel structure, high-level work style, etc. )
A: 1. Pay attention to grass-roots employees: the loss of grass-roots employees is the biggest loss in our work at present. Employees have learned to put up price tags, and they have been putting up price tags since they came in and left. If it is our manager, do you do the same when you are engaged in employee work? Employees need to grow and progress!
2. The company should pay attention to employees with long service time. Work needs passion, and passion needs freshness and incentive system. There is no difference between serving the company for one year and five years. There is no difference between doing well and not doing well. Can the work efficiency be not low?
3, between the surrounding and peers, our service can never be done! Service is the soft power of current competition. If hard power does not reach a certain level, it is indeed an effective way to strengthen soft power competition.
Article 5 of the annual work summary and plan model:
Annual work summary and plan of property customer service
_ _ years are coming to an end. Looking back on the work of the past year, I am deeply touched. Time flies, and I have been working in _ _ _ for more than a year before I know it. In my opinion, this is a short and long year. The short thing is that time has passed and I have mastered more work skills and professional knowledge; Being an excellent customer service staff has a long way to go, and the road ahead is still very long.
In retrospect, it seems that it happened yesterday when I applied for the customer service position of _ _ _ _. But now I have changed from an ignorant student to a member of Ruihe who shoulders important work responsibilities, and from a stranger to a familiar customer service job.
Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work. The front desk is the information window of the whole service center. Only by keeping the information channels open can we help to carry out various services. Customer service personnel should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owners, but also follow up the work of various departments in time and pay a return visit to the completion of repair reports. In order to improve the work efficiency, the front desk should be responsible for the statistics and filing of all kinds of information while keeping the reception records, so as to make all kinds of information more complete, more convenient to find and maintain the integrity of the original materials, and all work should be carried out according to the standards.
The following is my main work in the past year:
1. Archive and manage the owner's files as required, and track and update the changes in time;
2. Respond to the owner's application for repair and consultation in time, and record it on the owner's information registration form;
3. Handle the procedures and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys;
4. Classify the problems reflected by the owner and contact the construction party for maintenance, tracking and feedback;
5, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion;
6. Data input and file arrangement. Seriously input and print the company's information documents and relevant meeting minutes, make forms and documents according to the work needs of various departments, and draft statements;
7, the replacement of old and new forms and put into use;
8. Complete other tasks assigned by superior leaders.
In the process of completing the above work, I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down. In _ _ _ _ I deeply realized the true meaning of professional and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.
In this year's work, I deeply realized the importance of details. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. Every day in Ruihe, I understand that the details cannot be neglected or sloppy; Whether it is the scrutiny of every line and punctuation of the notice, or the service emphasized by the leaders, there is no dead end in hygiene, and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success.
Work and study have expanded my talents. When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of Christmas and New Year's Day just made two days ago was the first one I made myself. When this plan was unanimously approved by everyone, my heart was full of joy of success and passion for work. As for the layout of the publicity column, the park sign system and the layout scheme of the Spring Festival community, I will take it seriously and responsibly and try my best to do it well one by one.
In the new 20__3 years, I will try my best to correct the shortcomings in my work in the past year, constantly improve myself, and focus on the following aspects:
1, consciously abide by the company's various management systems;
2. Study hard on property management knowledge, improve communication ability with customers, and improve customer service reception process and etiquette;
3. Strengthen copywriting ability; Expand various job skills, such as learning the operation of photoshop and coreldraw software;
4. Further improve your personality, improve your patience with work, pay more attention to details, and strengthen your sense of responsibility and enthusiasm for work;
5. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.
Fortunately, I can join this excellent team. Ruihe's cultural concept and the working atmosphere of customer service department unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my biggest goal is to challenge and surpass myself in the new year's work and make greater progress with the company!
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