呼和浩特机场：“放手”，促成了更好地“前行”
Hohhot Airport: "Let Go," Contributing to Better "Moving Forward"
“生日快乐，祝你生日快乐……”一阵阵欢快的生日歌从呼和浩特机场候机楼一处服务员休息室隐隐传来。循着声音走近，推开休息室的门，原来是呼和浩特机场值机行查业务外包合约商正在举办入驻机场一周年生日庆典活动。
"Happy birthday, I wish you a happy birthday ......" A burst of happy birthday songs from Hohhot airport terminal a waiter lounge faint. Follow the sound approach, push open the door of the lounge, it turned out to be Hohhot airport check-in line inspection business outsourcing contractor is holding the first anniversary birthday celebration of the airport.
鑫宇公司庆祝入驻一周年
Xinyu Company Celebrates Its First Anniversary
值机柜台工作的服务人员
Attendant working at check-in counter
时光如梭，2021年5月呼和浩特机场开展管理创新，将值机行查、中转两个业务模块进行外包，分别由鑫宇公司和翔达公司承接。一年来，两家合约商以旅客需求为中心，细化服务措施，打造服务品牌，受到旅客的广泛点赞和好评；机场公司对合约商“扶上马、送一程”实施帮扶，与合约商打造“命运共同体”，提升了整体服务管理水平。呼和浩特机场公司在总结值机、中转业务外包管理创新工作经验的基础上，持续推进改革转型，今年3月份和6月份又相继完成了旅客进出港服务和特车驾驶业务外包工作，在推进改革转型的进程中，企业更具竞争活力。
Time Flies, 2021 Hohhot Airport in May to carry out management innovation, check-in check-in, transfer two business modules outsourcing, respectively, Xinyu and Xiangda Company to undertake. Over the past year, the two contractors have focused on the needs of passengers, refined service measures and built service brands, which have been widely praised and praised by passengers, with the contractor to create a“Community of fate” to enhance the overall level of service management. Hohhot Airport Company has continued to push forward the reform and transformation on the basis of summarizing the experience of the management innovation in the outsourcing of check-in and transit services, in March and June this year, we completed the outsourcing of inbound and outbound passenger services and special vehicle driving, making the enterprises more competitive and dynamic in the process of reform and transformation.
旅客：出行更便捷，服务更周到
Passengers: More convenient travel and more considerate service
“本来担心中转会很仓促，换乘时间才不到一个小时，没承想到达下一个航班登机口还早了20来分钟，换乘手续简单了，服务更周到了！”从通辽经呼和浩特机场中转去往乌海的厉女士高兴地说。
"I was worried that the transfer would be very hasty. The transfer time was less than one hour. I didn't expect that it was 20 minutes earlier to arrive at the boarding gate of the next flight. The transfer procedures are simple and the service is more considerate!" From Tongliao via Hohhot airport transfer to Wuhai Ms. Li happily said.
厉女士经常通过“经呼飞”往返通辽、乌海两市之间，这次独自带着外孙出行，又要抱外孙又得提行李，中转时间还紧，上了岁数的厉女士着实犯了难。在女儿的帮助下，厉女士提前向“经呼飞中转客服小楠”预约求助，令她意外的是，在到达呼和浩特机场后有专门的工作人员迎接厉女士，帮助她提行李，提前二十分钟到达了换乘登机口，还给她的小外孙送了一个小玩具。“这几年坐这个飞机啊，我感觉是越来越省心喽！”厉女士笑呵呵地说。
Li, who often commutes between Tongliao and Wuhai by “Jinghufei,” is traveling alone with her grandson, who she has to carry luggage and carry around, old Lady Li was really in a dilemma. With the help of her daughter, Ms Li made an appointment with “Xiao Nan, customer service via Hufei” in advance. To her surprise, after arriving at Hohhot Airport, a special staff member met Ms Li and helped her carry her luggage, she arrived at the boarding gate twenty minutes early and gave her little grandson a small toy. “These few years take this plane ah, I feel is more and more worry!” Ms. Li said with a smile.
据工作人员介绍，“经呼飞中转客服小楠”是翔达公司推出的微信客服中心，目前已有5万多的旅客关注并互动，一年来为众多出行的“经呼飞”旅客提供帮助和服务，受到广大旅客的一致好评。自进驻以来，翔达公司以新的视角开展全流程梳理，根据内蒙古机场集团《“经呼飞”服务保障流程（2022版）》，优化服务保障流程，提升保障效率，将急转旅客中转时限由原来的60分钟缩短到40分钟，为旅客提供了更多选择中转航班的机会。
According to the staff, “Via HUFEI Transit Customer Service Xiaonan” is a wechat customer service center launched by Xiangda Company. Currently, more than 50,000 passengers have paid attention to and interacted with each other, over the past year for the numerous travel“By the Hufei” passengers to provide help and services, by the majority of tourists praise. Since entering, XIANGDA company has carried out the whole process combing with the new angle of view, according to the Inner Mongolia airport group“Jinghufei” service guarantee process (2022 edition) , optimized the service guarantee process, enhanced the guarantee efficiency, the transit time limit of the sudden transfer passengers was reduced from 60 minutes to 40 minutes, providing more opportunities for passengers to choose transit flights.
像这样的服务提升举措在两家合约商还有很多，翔达公司推出“靶向性中转引导服务”， 针对团体旅客及航班延误的中转旅客提供专人接机服务，服务更精准；鑫宇公司在值机柜台前增设“贴心放”旅客置物台，避免旅客在值机柜台前蹲在地上翻找行李，还推出了“站立式服务”“服务指引前移”等服务举措，为旅客提供更舒心的服务。
There are many other service improvements like this among the two contractors. Xiangda has launched a“Targeted transit guidance service” to provide special pick-up services for group passengers and transit passengers with delayed flights, the service is more accurate; Xinyu company in front of the check-in counter to set up a“Close-minded put” passenger counter, to avoid passengers at the check-in counter squatting on the ground rummaging for luggage, also launched a“Stand-up service”, “Service guide forward” and other service initiatives to provide more comfortable services for visitors.
服务人员服务轮椅旅客
Attendant service wheelchair passengers
中转外围引导服务人员服务旅客
Transfer peripheral guide service personnel to serve passengers
对于旅客来说，一年以来，在呼和浩特白塔机场出行更便捷、服务更周到是能看得见、摸的着的最大感触。
For passengers, over the past year, Hohhot Baita Airport travel more convenient, more thoughtful service is the biggest feeling that can be seen and felt.
合约商：以旅客需求为中心 打造服务品牌
Contractor: Build service brand centering on passenger demand
“机场公司和我们签订的合同时限是两年多，很紧迫，我们必须把重心放在服务上，一门心思抓好服务，打造服务品牌。”鑫宇公司业务总监兼项目经理高阳说。
"The time limit of the contract signed between the airport company and us is more than two years, which is very urgent. We must focus on the service, concentrate on the service and build the service brand." Xinyu company business director and project manager Gao Yang said.
翔达公司呼和浩特分公司总经理李敏也深有感触：“在去年入驻机场时，我就接收到一个信号：抓不好服务，服务没提升，就会在合同到期后接受‘洗牌’，所以必须加快提升，把服务作为立足的根本！”
Xiangda Hohhot branch general manager li also deeply touched: "When I arrived at the airport last year, I received a signal: Grasp the bad service, the service did not improve, will accept the 'shuffle' after the contract expires, so we must speed up the promotion, the service as a foothold!"
两家合约商入驻以来，抓员工培训、抓制度建设、抓疫情防控、抓内部管理、抓服务提升，各项工作按部就班、紧锣密鼓，两家合约商从入驻时的“逐步融入”到服务上的“全心投入”，仅用了不到三个月时间。
Since the two contractors settled in, they have paid attention to staff training, system construction, epidemic prevention and control, internal management and service improvement. All the work has been carried out step by step and intensively. It took the two contractors less than three months from "gradual integration" when they settled in to "wholehearted commitment" in service.
谈到服务管理，高阳深有感受，“抓服务是个细活儿，我们得去挖、去找，关键还是思维的转变，不是我们做什么旅客会觉得好，而是旅客觉得这样好，我们就去做！”。“从另一角度讲，服务的提升也体现在管理上的灵活性，有时候一碗牛肉面、一个小玩具对于旅客来说都是雪中送炭，我们能给员工最快的授权，让这些服务来的更及时更周到”李敏也说道。
When it comes to service management, Gao Yang has a deep feeling, service is a small job. We have to dig and find it. The key is to change our thinking. It's not what we do that will make the tourists feel better. It's what the tourists feel better about. We'll do it. “On the other hand, the service improvement is also reflected in the flexibility of management, sometimes a bowl of beef noodles, a small toy for the passengers to help, we can give employees the fastest authorization, make these services more timely and thoughtful,” Li Min said.
据统计，呼和浩特机场值机行查、中转业务外包的一年内，收到锦旗、表扬信、12326平台转送的表扬等共计101件，是外包前同时间段的5倍。
According to statistics, within one year of outsourcing check-in and transit business at Hohhot Airport, 101 pieces of commendation were received from Jinqi, commendation letter and 12326 platform, which was 5 times of that before outsourcing.
服务团队旅客顺利办理乘机手续
Service Team Passengers check in smoothly
两家合约商按照管理创新工作目标，不断深化值机“从心出发，与您同行” 和中转“精细有爱，尊享无忧”服务品牌，对标青岛、厦门等国内干线和枢纽机场，着力提升服务品质，不断朝着将值机服务打造成为国内千万级机场具有地域文化特色的服务标杆，将“经呼飞”中转服务打造成国内干线机场中转服务标杆迈进。
According to the goal of Management Innovation, the two contractors continuously deepen the service brand of“Starting from the heart, walking with you” and“Fine love, enjoy no worries”, to Qingdao, Xiamen and other domestic trunk lines and hub airports, and strive to improve service quality, and constantly towards the check-in service to become a ten-million-level domestic airport with regional and cultural characteristics of the service pole, will be“By the Hufei” transit service into the domestic trunk airport transit service benchmarking.
机场：从“放手”到“放心” 管理水平进一步提升
Airport: From "letting go" to "rest assured" to further improve the management level
“刚开始外包，其实比较忐忑，是“时时放心不下”的一种心情，说白了，之前安全隐患的“哨子”一直攥在自己手里，突然交给了别人，不适应、不放心。”呼和浩特机场公司地面服务部副总经理强利军说。
"At the beginning of outsourcing, in fact, I was quite nervous, and I was" constantly worried. "To put it bluntly, I had been holding the" whistle "of potential safety hazard in my hand all the time, and I was suddenly handed over to others, so I didn't adapt to it and was worried." Hohhot airport company ground service department deputy general manager Qiang Lijun said.
在运行过程中，外包商员工业务不熟练，地面服务部就派技能强的师傅“手把手”地教；发现制度不健全、流程接口有问题，就组织人员一起梳理优化。地面服务部与两家合约商互相参加对方的周讲评会，每半月开展一次“半月谈”会议，针对存在的困难和问题及时进行协商和解决。
During the operation, the outsourcer's employees were not skilled in the business, so the ground service department sent a skilled master to teach them“Hand-in-hand”, organize people together to comb optimization. The ground service department and the two contractors attend each other's weekly evaluation meeting, and conduct a semi-monthly“Semi-monthly talk” meeting to negotiate and solve the existing difficulties and problems in a timely manner.
地面服务部与合约商研讨优化服务流程
Ground Service Department discusses with contractors to optimize service process
虽然工作联系紧密，但机场公司地面服务部与合约商严格区分“亲”和“清”的关系。一方面为外包单位提供舒适的办公环境，协助合约商开展员工培训和整章建制工作，实施帮扶，同时与合约商成立联合党支部，互联共建、同频共振，以党建“融合”促进业务“融合”，营造良好的营商环境；另一方面对外包单位开展安全服务、疫情防控、日常管理等多维度考评，实施有效监管，地面服务部制定了合约商安全服务管控实施细则，建立了500余项检查指标，纳入指标库并动态更新，同时加强事前、事中、事后的管控和风险排查，将监管工作持续“加码”，不断做实做细。
Although the work of close contact, but the airport company ground services department and contractors strictly distinguish between"Pro" and"Clean" relationship. On the one hand to provide a comfortable office environment for outsourcing units, to assist contractors to carry out staff training and the whole chapter of the establishment of the work, implementation of support, and at the same time set up a joint party branch with the contractors, inter-linked co-construction, co-frequency resonance, "Integration" of the party building promotes"Integration" of business and creates a good business environment; on the other hand, the outsourcing unit carries out multi-dimensional assessment of security services, epidemic prevention and control, daily management, and so on, and implements effective supervision, the ground service department has formulated the implementation rules for the contractor's safety service management and control, established more than 500 inspection indicators, incorporated them into the index database and dynamically updated, and strengthened the control and risk investigation before, during and after the incident, we will continue to"Add weight" to the supervision work, and continue to do practical details.
“我们与合约商是一个“命运共同体”，他们好了，我们才能好，这是一个‘成人达己、竞合共生’的过程。”地面服务部总经理贺敏说。
"We and our contractors are a 'community of destiny'. Only when they are good can we be good. This is a process of 'adult self-achievement, competition and symbiosis'." Ground service department general manager He Min said.
合约商最初问题频频，有问题治理问题，有困难解决困难，随着机场公司管理上的不断“加码”，问题越来越少，亮点越来越多。
At the beginning, the contractor had frequent problems, such as problems, governance problems, and difficulties in solving problems. With the continuous "escalation" of the airport company's management, there were fewer and fewer problems and more and more highlights.
业务外包前，机场公司既得做服务，又要做管理，既是运动员又是裁判员，难以均衡兼顾。业务外包后，这些问题迎刃而解，双方在各自领域更具有竞争力。正如呼和浩特机场公司总经理孙广平所说，“开展业务外包工作，让机场从既要做好管理又要做好服务难以兼顾的难题中解脱出来，让机场公司专心抓管理，让合约商充分发挥自身体制优势全力做好服务，双方各司其职，紧密联系，共生共建。”
Before outsourcing, airport companies had to do both service and management, both athletes and referees, it is difficult to balance. After outsourcing, these problems have been solved and both sides are more competitive in their respective fields. As Sun Guangping, general manager of the Hohhot Airport Company, said, “We will carry out outsourcing work to free the airport from the difficult problem of having to balance good management and good service. We will let the airport company focus on management and let the contractors make full use of their institutional advantages to do a good job of service. Each side will do its part, keep in close contact and build together.”
一年来，呼和浩特机场公司一边总结着“收获的喜悦”，一边又吹响了“奋进的号角”，据了解，目前呼和浩特机场公司正在探索开展货运业务外包工作，在推进管理创新的征程上继续持续阔步前行。（中国民航网 通讯员王彩军 ）
Over the past year, Hohhot Airport Company has summed up the "joy of harvest" and sounded the "clarion call for progress." It is understood that Hohhot Airport Company is currently exploring the outsourcing of freight business and continues to stride forward in the journey of promoting management innovation. (Wang Caijun, correspondent of CAAC Network)
