Zhejiang Province Laundry and Dyeing Industry Service Standardization Pilot Project Passed Acceptance
Release Time:
2013-07-11 15:52
Source:
Hangzhou Laundry and Dyeing Industry Association
Recently, an expert group composed of the Zhejiang Provincial Institute of Standardization, Zhejiang Provincial Standardization Association, Hangzhou Quality Supervision Bureau, Taizhou Quality Supervision Bureau, and Zhejiang Provincial Commerce and Trade Federation conducted data verification and on-site inspection evaluation and acceptance work for the Zhejiang Province Laundry Service Standardization Pilot Project undertaken by the Hangzhou Laundry Industry Association. The evaluation experts unanimously agreed that the project implementation achieved good results, awarding a high score of 90.5, and it was listed as an outstanding pilot project for service standardization in Zhejiang Province in 2013. This marks the Hangzhou Laundry Industry Association as the first laundry service standardization pilot unit nationwide.
The Zhejiang Province Laundry Service Standardization Pilot Project is the first provincial-level standardization pilot project involving the Hangzhou commerce and trade industry system. Its purpose is to deeply study and practice the scientific outlook on development, focusing on the industry theme of turning crisis into opportunity and leapfrog development, with "setting examples and promoting development" as the work focus, and "standardization and normalization" as the practical carrier, striving to create an "industry model." At the same time, it is an important measure to provide high-level service guarantees for the laundry industry construction, build a learning and communication platform for leading enterprises, establish the standardized enterprise image of the laundry industry, and showcase the overall quality and spirit of the Hangzhou laundry industry.
Since the project was approved, it has received great attention from leaders at all levels, who have repeatedly shown care and concern for this pilot project. Yao Dechang, inspector of the Business Development Department of the Zhejiang Provincial Department of Commerce, participated in the pilot training project — the "Sea Lion Cup" skills competition training, fully affirming and encouraging the activity. Wang Yongqing, deputy inspector of the Hangzhou Trade Bureau, went deep into enterprises to participate in the local standard — industry grading evaluation work. Yu Hongwei, director of the Policy and Regulations Department of the Hangzhou Trade Bureau, personally gave lectures on standards and regulations to the pilot unit employees and participated in the revision of industry standards. The attention from the competent department leaders gave great encouragement to the personnel of the pilot units.
Within the association, from the president to member units, there was great enthusiasm and active participation from the start of the project application. After six pilot units were confirmed, some member enterprises even called the association to request to become pilot units. After submitting the task book, the association established a standardization leadership group led by President Xu Tianyun, with a standardization office under it. The members were mainly the secretariat of the association and the main responsible persons of the six pilot companies. Subsequently, the leadership group immediately held a mobilization meeting for the pilot project, attended by more than 300 people including members of the standardization leadership group, office members, full-time and part-time standardization personnel, and related enterprise employees. The meeting was effective, with active participation and many suggestions for the project. All orderly preparations laid a solid foundation for the smooth progress of the pilot project.
By the time of acceptance, the association had completed all the work of the pilot project as planned.
(1) Establishing an enterprise standard system: The pilot units established three major systems: a general basic service standard system, a service guarantee standard system, and a service provision standard system. The association collected, organized, and compiled a total of 206 related national laws and regulations and industry standards for the laundry industry, including 96 national standards, 8 industry standards, 79 enterprise standards, 60 general basic service standards, 55 service provision standards, and 67 service guarantee standards.
(2) Led by the association, the leadership group organized four standardization training sessions, achieving the expected effect of raising leaders' awareness of standardization. All employees of the pilot companies received six job standard training sessions, totaling 2,000 participants, with a training coverage rate of 100%, and the pilot unit personnel had a 100% certification rate for on-the-job positions.
(3) Significant improvement in various indicators of pilot companies: Since implementing service standardization, customer satisfaction in each pilot company increased from 80% before the pilot to 96.87% after; consumer complaint rates decreased by 46%; the main business income of the six pilot companies participating in the project increased from 48.2477 million yuan before the pilot to 60.7114 million yuan, a growth of 25.12%. Both social and economic benefits were significant.
(4) Played a good industry demonstration role: With the continuous promotion of company service standardization, a typical demonstration effect has been formed in the laundry industry. Peers and other service organizations have visited the pilot companies to learn, achieving very good social benefits, improving management efficiency, enhancing the company's social reputation, and the demonstration and leading role of the service standardization pilot units has gradually become apparent.
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