On the first anniversary of Xiangcheng Hyundai's entry into the Provincial Museum, it provides refined management services to millions of tourists.
Red Network Moment News Reporter Chen Xuehua Correspondent Pan Xiaoxun Pu Shuyang reported from Changsha
Every treasure here tells to future generations the historical brilliance that crosses mountains and seas and crosses thousands of years.
Hunan Provincial Museum (formerly Provincial Museum), a large-scale historical and art museum that mainly reflects the regional civilization of Hunan Province, one of the first national first-class museums and one of the first eight national museums jointly built by the central government. How to protect the collection and do a good job in property service management is a big issue.
In February 2022, Xiangcheng Modern City Operation Service Co., Ltd. (hereinafter referred to as "Xiangcheng Hyundai"), an "excellent enterprise of China's state-owned property services", officially settled in the Hunan Provincial Museum, opening the process of professional service management of the Provincial Museum.
Quick response and meticulous preparation
As early as January 2022, in order to welcome the first meeting with the inspection team of the Hunan Provincial Museum, Xiangcheng Modern established a leading group for takeover preparation composed of 10 groups headed by the company's party committee to draft the project takeover plan in accordance with the highest standards in the property service industry.
Through the meeting, Xiangcheng Hyundai deeply defined the service needs, responded quickly, adjusted the plan in real time, and vertically synchronized to the front line of preparation.
In only three weeks, Xiangcheng Modern overcame the unfavorable factors such as the shortage of labor and the obstruction of logistics during the Spring Festival, completed the formation of a team of more than 300 people, system construction, training and posting, equipment procurement, material allocation, etc., and dispatched the company's expert backbone to complete the inspection of system equipment in a total of 91,000 square meters in 11 plates to ensure the smooth progress of handover and follow-up services.
Xiangcheng Modern has a rapid emergency team to fully guarantee the property management needs of the provincial museum.
February 2, 2022 (the second day of the Lunar New Year) is the first open day of the Lunar New Year, and reservations are extremely popular due to the first opening after the epidemic closure. On this day, Xiangcheng Hyundai's front-line team gave up the opportunity to reunite with their families and completed their first external appearance after taking over and settling in with warm service. On that day, a total of 4,000 spectators witnessed the beautiful beginning of this professional service.
"Last year, the Hunan Provincial Museum was officially renamed the Hunan Museum. More and more audiences at home and abroad like to visit this place where cultural relics speak and history continues, hoping that our control of every detail, every standardized operation, and every cordial greeting can narrow the distance with the audience, and add glory to the Hunan Provincial Museum on the journey of creating a world-class museum with Chinese characteristics. Project manager Li Cui said that in order to adapt to the new stage of development requirements of Hunan Museum, Xiangcheng Modern Team has continuously improved and optimized the management system, so that each position has rules to follow and evidence, and established a standardized and standardized workflow and self-supervision mechanism.
If the PDCA cycle management model is adopted, continuous pursuit of improvement, through one year of circular improvement, the service skill level of the project team can be continuously improved.
Fire emergency drills.
Each performs its own duties and provides humanized service throughout the process
"The security check at the provincial museum is notoriously strict, and some viewers joked that our security check is stricter than flying." Wen Jing, deputy head of the team's security inspection team, said with a smile. In the security check post, Wen Jing does everything in detail, and strives to use the strictest process and the most gentle attitude to ensure the safety and order of the Hunan Provincial Museum and the on-site audience. Faced with a large number of questions every day, she always patiently answers and sincerely receives, whenever she encounters rain and snow, she will help the audience to send an umbrella to the car, and use humanized and refined service details to make the audience's experience more comfortable and comfortable.
Duan Aihua, the cleaning officer of the team, has experience in many property companies. She said that Xiangcheng Hyundai's emphasis on on-the-job training and strict management standards made her feel the deepest: "I thought I was already a skilled post, but I didn't expect that here, from the use of an ordinary garbage bag, I have carried out special learning." "The members of the cleaning team are sweating in their seemingly inconspicuous posts, and whenever an important special exhibition comes, they will be busy from 6 am to 9 pm, just to provide a beautiful environment for the audience.
"I've been working here since 2018, because I visit the museum every day, and my WeChat steps have been at the top of the list for several years." Security officer Yin Huajing said half-jokingly. She said that the job of the security officer is to ensure the safety of the audience, and it is necessary to be tense at all times and ready to deal with emergencies. Yin Huajing said, "I can't tell you how many times I have helped separated children find their parents and provide emergency assistance to unwell spectators. "Any time the audience needs help, that's when they're the first to show up.
Xiao Wenwen, the high-pressure team leader of the team's engineering team, has been working in the provincial museum since the project was stationed. He said that the post management process is very detailed and specific, and will regularly inspect 41 points in the museum every day to ensure the safe and smooth operation of the project and equipment, "if a problem occurs, it will rush to the scene within five minutes to deal with it, quickly eliminate the problem and eliminate hidden dangers."
Xiangcheng modern team provides humanized and refined services in various positions.
Wang Yufan, a ticket attendant who joined the project in September 2022, has never been in contact with this industry before, and when she first joined, she was still a little "social fear", and after more than half a year of post experience, she has now become a "Xiang girl" who dares to say and do things and is generous. Wang Yufan said that the ticketing work has to face a lot of audiences every day, some people may come directly without an appointment, and need to patiently explain and persuade them, "Sometimes when I meet an audience who does not understand, I will be scolded, at first I will be very nervous, but now I have adapted to it after exercise, and I feel that I have grown a lot."
In the Hunan Provincial Museum, there is a group of people who pay silently in ordinary positions, they are loyal practitioners of Xiangcheng Modern "people-oriented, excellence" service concept. From the meticulous preparation before entering the venue, to the smooth transition when entering the venue, to the continuous improvement after admission, the project team of Xiangcheng Modern "Provincial Museum" has served a total of more than 1.22 million visitors in the past year. According to the survey, the overall satisfaction of the audience reached 95.66%, an increase of 0.5% over the previous year.
Behind these numbers are countless intellectual and physical efforts. Especially in the epidemic prevention and control season, the project team has undergone severe tests and resumption and reflection one after another, comprehensively improved its emergency response capabilities and support capabilities, and won high praise from the outside world with humanized and refined management.