For high scores, please consult the rationalization proposal of EMU.

First, identify the breakthrough point, train systematically, and meet new challenges with first-class image.

In the activity of "striving for Excellence", we take improving the comprehensive quality of cadres and workers as the starting point of the activity of "striving for Excellence", comprehensively implement the "quality improvement" project, strictly train, and meet the new challenges brought by the activity of "striving for Excellence" with excellent skills.

1. unify thoughts and make overall plans. Team cadres conducted face-to-face publicity according to their respective job responsibilities, formulated the "Strive for Excellence" activity plan and publicity plan for the EMU team in Zhengzhou Passenger Transport Section, and established the "Strive for Excellence" activity leading group. Everyone participated in the creation process, taking their own responsibilities, and achieved the "four clear", that is, clear content, objectives, time and responsibilities, which enhanced the practicality and operability of the promotion plan.

2. Learn "Haier" and create an image. With reference to the "Haier" management model, the team carefully studied the management experience of Haier Group, and asked employees to always pay attention to their personal manners and show the good image of the "Harmony" EMU, whether riding, returning, studying or participating in daily activities. Put forward "four musts" requirements for all cadres and workers: the uniforms of the crew must be clean and tidy when flying, and must be ironed and leveled; When walking, two people must walk in a row and three in a column; When going out and returning, you must wear uniform clothes and luggage and queue up to get on and off at the station; When studying in the team, we must insist on military training for one hour.

3. Systematic training to improve skills. In accordance with the gradual deepening and step-by-step method, the team systematically trained the crew members of the EMU from the aspects of familiarity with EMU facilities and equipment, operational performance, emergency plans to operational specifications, service etiquette to medical knowledge, and safety theory knowledge to on-site actual operation. , divided into themes, stages and levels, and will provide daily basic training, emergency combat training and secret service training.

4. Network interaction promotes communication. According to the age characteristics of the crew members of EMU, a "communication platform for young employees of EMU" was established by using the Internet, which was used to exchange work and ideas among young employees and put forward reasonable suggestions for the team's "striving for Excellence" activities. Since the opening of the platform, * * * has received 65 reasonable suggestions for young workers to "create first-class".

Second, grasp the key points, set high standards, and accept new tests with first-class management.

1. Improve the system and standardize management. The first is to standardize the management system. From the aspects of safety, road style, service and employee education, various management systems have been further improved systematically, forming the unique characteristics of the EMU fleet. The second is to improve the emergency plan. We have formulated 16 emergency plans such as "Emergency Plan for Train Fire and Explosion", and made timely targeted emergency training for actual combat drills according to seasonal changes and different transportation conditions. The third is to implement door-to-door management. This paper introduces the "vehicle door safety ride-down management system" and the "three steps" of safety ride-down. The activities of learning skills, reaching standards and creating excellence have promoted the improvement of workers' skill level.

2. Optimize the mechanism to stimulate employees' internal motivation. We have formulated the "Implementation Measures for the Elimination of the Last Employee's Circulation Position in EMU Team" to conscientiously do a good job in the elimination of the last employee's circulation position. The employee's circular entry and last elimination are assessed once every six months, and all employees are ranked according to the type of work regardless of the team. The train conductor was eliminated from the bottom three times in a row or three times in six months, and the train conductor was eliminated from the bottom two times in a row or three times in six months. After elimination, the team will go out.

3. Management innovation, cohesion "six" together. The post and personnel composition of EMU is more complicated, from the original "three rides" for passenger transport, vehicle inspection and police to "six rides" for passenger transport, maintenance, vehicles, police, catering and cleaning. In order to strengthen the hub management, the team pays attention to cultivating the team consciousness of employees, and subtly transmits the team consciousness to various types of work through passenger transport workers. By formulating the operating rules, crew operation standards, spare parts handover management methods and crew assessment methods of various types of work in EMU, the operating rules and standards of catering, cleaning and other types of work are incorporated into the overall operation process of EMU, so as to achieve Excellence and practicality.

Third, create new highlights, multiple positioning, and show new features with first-class service.

1. Guide new services with new ideas. In late June, the team sent some cadres and conductor to Shenyang Bureau in advance to observe and study the car condition and crew management of CRH5 EMU on the spot. A large-scale discussion activity with the theme of "improving the service quality of bullet trains" was held in the whole team, which enabled every employee to realize "three changes" in thought, namely, from "managing passengers" to "serving passengers" in service concept, from "leaders say it is good" to "passengers say it is good" in quality concept, and from "salary bonus is paid by the unit" in benefit concept. According to its own characteristics of morning and evening, convenience and speed, Shanghai EMU trains have launched the special service of "leading the fashion journey and building land flights". Beijing EMU put forward the "sunshine tourist train system" to create a "cultural journey, sunshine journey and harmonious journey", so that passengers can experience the warm service like sunshine. Handong EMU launched the special service of "Central Plains culture, warm charm of Jiangcheng, leisure and sightseeing, warmth and harmony". Advocate "let our service give passengers a good mood all the way", and infiltrate the concept of "star-rated tourist train" into the whole process of service terms, service behavior, service environment and service details.

2. Give new meaning to the new theme. The team firmly grasps the theme of "harmony" and strives to create "harmony between passengers". We focus on three services: proactive service, demand service and critical service. Provide key services for key passengers such as "sick, disabled and pregnant". We equipped the multi-function hall of the train with "love blanket" and "warm quilt", and made our own "care card for key passengers" and "reminder card". When checking in, the flight attendants will write down the seat numbers and information of key passengers and hang red heart-shaped care cards in front of the seats of key passengers, so that the staff can see at a glance and provide services to passengers more conveniently. At the same time, through the service concept of hospitality, communication, observation, patience and sincerity, the "harmony among passengers" has been successfully created.

3. Create new highlights with new ideas. The first is to implement the "general commander" system. There is a "Train Attendant" position on EMU trains in Beijing, Shanghai and Hankou. The "conductor" is a flight attendant with good image and temperament, excellent professional quality and high service quality. Through the subtle influence and drive of daily life, it plays a role in promoting from point to area. The second is to implement "one-stop" service for key passengers. Adhere to the "relay service law" for key passengers. When key passengers take the bus, flight attendants should take the initiative to help find seats, take care of children, pick up boiling water, help them go to the toilet and deliver meals in place. All types of crew members use walkie-talkies to cooperate closely, exchange information and take care of key passengers at any time. When passengers walk back and forth in the carriage, eat and go to the toilet, the flight attendants present take the initiative to take care of and greet them, so that there is no blind spot in service and love is connected. The third is to carry out train guide service. Provide train guide service for passengers and explain the tourist scenery along the way according to passengers' needs. In the explanation, the original unified recitation of tour guide words was changed, and different rhetorical words were used according to different landscapes, and different explanation points were adopted. For example, natural landscapes highlight the lightness of language, and cultural relics highlight the dignity of language. The fourth is to carry out the "caring little nurse" rescue service. We send some flight attendants to learn first aid knowledge, and assign the train attendants who have passed the professional examination and obtained the certificate of "Red Cross Hygiene Officer" to each team to work as part-time "little nurses" on the train to provide emergency assistance to passengers with sudden illness on the train. The telephone numbers, addresses, road maps and emergency rescue manuals for common diseases of emergency centers and related hospitals at stations 120 along the way were also made, which effectively solved the problem that passengers could not be dealt with in time when they were sick.