Under the influence of the new crown pneumonia epidemic, the international energy pattern has undergone major changes, and uncertainties in the retail market of refined oil have increased. Oil companies urgently need to change their concepts and ideas to improve market adaptability and competitiveness. How to meet the challenges of a brand new environment? Since the beginning of this year, Sichuan Jiaotong-Tou CNPC Energy Co., Ltd. (hereinafter referred to as Jiaotong-Tou CNPC) has established and practiced the core corporate values of "customer-centered", opened a new journey of the company to practice new concepts and cultivate new culture, carried out a series of vivid practices, and achieved phased practical results.
responds to market challenges and actively change breaks the deadlock
"Especially, we cannot control the upstream policies of refined oil, highway and road network planning, etc., which leads to a shortage of buffering methods." In the view of Deng Chengxing, Party Secretary and Chairman of Sichuan Jiaotong University Energy Co., Ltd., the world is currently undergoing major changes unseen in a century. The domestic refined oil market will present a new normal of "diversified resource supply, diversified competitive entities, normalized oil price adjustment, minor operating profits, and explicit high-quality and high-price prices". The volatility cycle of oil prices has shortened and the transmission has accelerated, especially due to the repeated impact of the new crown pneumonia epidemic, the market risks of the sales business have further intensified.
How to turn pressure into power? Deng Chengxing said, "At the seminar at the beginning of this year, after full and in-depth discussion, we unanimously agreed that establishing and practicing the core values of "customer-centered" is a major change in the company's business philosophy, a major adjustment of development ideas, and a major shift in the focus of work. It is an objective need to improve the company's business management level, an urgent requirement to improve the company's response to market challenges, and an effective solution to promote the company's high-quality development."
According to reports, the company's "customer-centered" corporate core values of "customer-centered" refer to the starting point of meeting customer needs, creating customer value as the focus point of work, and achieving customer ideals as the focus point of work, constantly providing customers with high-quality services and high-quality products, continuously improving customer consumption experience and satisfaction, continuously improving market share and market control, and forming a good situation where customers-employees-company win-win situation.
Carry out vivid practice and achieve practical results
Focusing on establishing and practicing the core values of "customer-centered" enterprises, Sichuan Jiaotong China National Oil Energy Co., Ltd. has carried out a series of vivid practices and achieved phased practical results.
htmlOn January 7, the company held a seminar on the core values of the enterprise, forming a broad consensus of "customer first, service-oriented", and officially establishing the "customer-centered" business philosophy as the company's core values. From then on, the "customer-centered" business philosophy was quickly "sowed" in the minds of cadres and employees. htmlOn June 19, the company officially issued the "Implementation Plan for Establishing and Practicing the "Customer-Centered" Corporate Core Values", forming an action guide and institutional guarantee for the company to practice new concepts and cultivate new culture. Under this guidance, the company optimized and adjusted the grassroots performance appraisal methods, upgraded and created convenience stores, and issued the "Implementation Rules for Gas Station Service Management Assessment". Since then, the "customer-centered" business philosophy has taken deep roots in the thoughts of cadres and employees. htmlOn September 11, the company issued a "customer-centered" work task breakdown table, further clarifying the key tasks, division of responsibilities and completion deadlines of this work, and refining the company's roadmap and timetable for practicing new concepts and cultivating new culture. Since then, the "customer-centered" business philosophy has rapidly "grown" in the actions of cadres and employees.
On October 19, the company held a promotion meeting on the core values of the enterprise and the "one-stop (area) One Policy" to summarize and analyze the implementation of the core values of the enterprise since this year. The company's departments, areas and relevant gas stations exchanged experience, identified shortcomings, and added measures, and formed a supporting guide plan for the analysis and guidance of the business activities with the "one-stop (area) One Policy" to promote the further deepening and speed up the implementation of the corporate core values, and pointed out the direction for the next stage of key work.At the meeting, Deng Chengxing demanded that all employees of the company must uplift their spirits, seize opportunities, seize opportunities, and strive forward, and unswervingly carry out the work of implementing the "customer-centered" corporate core values in depth and in practice.
Company closely follows the main line of establishing and practicing the core corporate values of "customer-centered", focusing on improving service level and creating customer value, and withstanding the double test of the sudden COVID-19 epidemic and an unprecedented plummeting oil price, and its service level and company image are constantly improving.
"Well, it's not bad, I think so attentively. I walked through many gas stations and only saw such a tall and high-end direct water dispenser at Jiaotong Petroleum Gas Station, which allows us to drink water with confidence." This is a sincere evaluation of the drinking water equipment of a customer at Xin'an Gas Station in Sichuan Jiaotong Petroleum Energy Co., Ltd. in Sichuan Jiaotong Petroleum Energy Co., Ltd. It turned out that in order to enrich the service functions of gas stations, the company installed direct water dispensers for 63 qualified gas station convenience stores. The direct water dispenser purifies tap water through multiple stages, so that it can meet drinking water sanitation standards and provide customers with drinking water services more quickly. The beautifully slim water dispenser not only helps to enhance the overall image of the convenience store, but also allows customers to feel the warmth of home from the details.
strives to form a new situation of high-quality development of the company
Since this year, facing the double test of the sudden outbreak of the new crown pneumonia epidemic and an unprecedented plummeting oil price, Jiaotou CNPC has taken the practice of the core corporate values of "customer-centered" as the main line of work, insisting on both epidemic prevention and control and production and operation, and promoting the steady development of the company's work, and the main indicators stopped falling and rebounded, achieving development results of "better than expectations and better than peers". From January to October, in the overall recession of the refined oil retail industry, the company's gasoline and diesel sales completed 102% of the annual target progress. What is even more commendable is that with the sharp drop in oil prices and the total revenue only meeting the annual progress target of 81.39%, non-oil revenue increased by 80.18% year-on-year, and the total profit rose against the trend and increased by 20.23% year-on-year.
In addition, under the guidance of the core values of "customer-centered", each area and gas station carried out "one station (district) and one policy" analysis, giving birth to some useful practices that can be copied and promoted, and formed its own characteristics, such as: the western Sichuan area has refined the establishment of customer files and carried out targeted oil non-interactions; the central Sichuan area has formed "learning, deciding, and checking" from the perspective of customer safety. Three steps to implement the idea and invent a one-click emergency stop device; the eastern Sichuan area has formed a publicity and implementation model of publicity - execution - re-promotion - re-innovation - re-execution; the southern Sichuan area boldly goes out to carry out direct sales of oil products, increasing customer development and maintenance efforts; the northern Sichuan area has established a three-dimensional customer service network, and has taken the lead in carrying out the competition for gas station front hall supervisors among each area; the Panxi area has implemented oil non-interaction in scientific and precisely, so as to achieve the lack of oil products without oil replenishment. At the same time, we have taken a two-pronged approach to improving the level of on-site management and service. The three "transformations" of the Southern Station have opened up the road of bulk urea management. Baita Station's salary performance appraisal was assessed by people, Xin'an Station created a warm station to serve customers intimately, etc. These are all vivid practices and practical results of the core values.
"This is a very rare achievement. We have made a series of adjustments and reforms and have begun to truly find the underlying principle of customer-centricity." Deng Chengxing said, "This shows that it is correct and feasible to carry out our work around the main line of the core value of the company of 'customer-centric', and have achieved 'flower' and harvested the first batch of 'fruits'."
According to reports, Sichuan Jiaotong Investment Sinopec Energy Co., Ltd. will complete 73 tasks in 2020. In the next year, a series of work will be carried out in customer maintenance, service improvement, marketing efficiency, incentive assessment, safety management, investment and construction, information construction, supervision and supervision, publicity and reporting, corporate culture, etc., and produce a number of results.
"'Customer-centered' must become a culture of the organization!" Deng Chengxing said that the work of practicing the core values of "customer-centered" has entered a critical stage. The company will further boost its spirit, seize the momentum, increase pressure and persevere, continue to strive to continuously improve the company's service level and core competitiveness, and strive to promote the formation of a new situation of high-quality development of the company. (Ding Daojun Zeng Bingyue)
