Some work ideas in it o & M services (organization) and it work ideas

Some work ideas in it o & M services (organization) and it work ideas

After the article was published, I accepted suggestions and comments from many of my friends and made some modifications. Now I will sort out the new version for you:

I. O & M Objectives

The goal of O & M is to provide O & M services based on industry user satisfaction.. Enterprises need to develop, and development is inseparable from our users. User Satisfaction orientation can always remind us how to do a good job in O & M services and how to do a good job in O & M services to develop; to do a good job in O & M services, we must focus on user satisfaction and promote "rooted". "rooted" means that services are closer to the user's actual conditions, and users are eager to think about what users want and strengthen active services, it helps users solve difficulties and problems in their work, and gives users "peace of mind, comfort, and happiness ". Rooted is action, and the result is growth. It enables O & M to start from "rooted" and grow longer than "big tree ". Such a development is rooted and lasting and has potential.

In this process, each O & M personnel will be the beneficiaries of the company's development and will become the backbone of the O & M towering tree.

Ii. O & M Philosophy

The O & M service should be well rooted, and adhering to the O & M philosophy of "scientific, transparent, and human-oriented" is very important.

In daily work, O & M personnel should strictly abide by the ISO20000 process requirements for O & M, which is a concrete embodiment of scientific O & M. On this basis, it is necessary for users and companies to understand and understand what O & M is and how it is done, so that the O & M work is completely transparent and visible inside and outside. At the same time, whether it is for external customers, or design internal workflow, should adhere to the people-oriented, harmonious development. To implement the concept, you can remember these six sentences in daily work to record commitment, discipline, compliance, planning, execution, and efficiency.

(1) heavy commitment: any commitment to users, including: service objectives and level requirements, provided resources or solutions, and replies to be given, O & M personnel should provide or implement the service within the agreed time and according to the agreed requirements, strictly fulfill the commitment, and ensure good reputation among customers. If the performance fails due to special reasons, it is necessary to provide instructions and explanations to the user in advance to obtain the understanding of the other party, and propose remedial measures to keep the original commitment as close as possible.

(2) Discipline: as an it o & M personnel, we should strictly abide by the company's rules and regulations and O & M system specifications, which are the basic requirements of the company for each O & M personnel. At work, we must always urge ourselves to strictly abide by the company's system and O & M specifications, from dressing to manners, from attendance to O & M operations, all should follow the corresponding formulation and specification requirements to achieve joint development with the company.

(3) Compliance: O & M work requires special attention to standardization. Standardization is the guarantee of quality and the prerequisite for efficiency. The regulations include behavioral norms, operation norms, and process norms, which are the guarantee of our O & M work. These regulations are embodied in ISO20000 and 5S among other systems.

(4) lecture plan: the work plan is the leader in the overall O & M work. The work plan is formulated based on the company's requirements and commitments to users. Various O & M services will be organized around the plan. In actual work, planning is equivalent to planning and creation. It is a window to give full play to your own talents. The work plan of each month is actually designing a project. The work of each month is well designed according to the actual design and recognized by the company and users, only with this continuous PDCA can O & M work be moved forward step by step, and self-value improvement can be achieved, which is recognized by the company and customers. It should be noted that both plan formulation and quality improvement should be based on the actual situation. Both plan making and quality improvement must be based on the actual situation. It is not possible to build a car behind closed doors. Rigid plans should be formulated according to the company's requirements. It is against scientific principles to make improvements according to the company's requirements. Under specific circumstances, you can choose a special method, but it must be reasonable and reliable.

(5) grasp implementation: plan execution is better, but more importantly, standard and quality are the assurance of plan execution. According to the established work plan, after accepting the work, do everything possible and do everything possible to do the work well, and demand yourself with the goal of user satisfaction. We need to focus on the details of the work arrangement. We need to expand the work, think about every detail, make every detail well, and control the time and quality at the same time. If the plan needs to be changed during execution, the change should be promptly implemented in accordance with the regulations. As O & M personnel, users should promptly report and provide feedback on users' concerns, major event handling progress, and users' demands and suggestions so that users' right to know can be fully reflected, this is also a respect for users.

(6) Efficiency: efficiency is one of the important conditions for ensuring customer satisfaction in our daily work. Efficiency is life. Therefore, O & M personnel must strengthen the concept of time and efficiency and establish a working philosophy of "Rapid Response, immediate action, and immediate action, resolutely overcome the habit of laziness and procrastination. In our daily work, we should constantly improve our service efficiency through creation and improvement. We should set up "Thinking about what users think, the concept of urgent users' urgency puts users' urgency of O & M at the top of the list, and tries all means (including reserve necessary spare parts and preparing emergency plans) allows users to resolve or meet faults or requirements in the shortest time.

Of course, any standard system may not cover all the O & M work we have encountered. However, as long as we stick to this O & M concept and work properly, we will be able to commit our work.

Iii. Principles of O & M

1. standardization principles

Standardization is the lifeline of O & M services. If there is no specification, there will be no effective implementation. If there is no specification, there will be no effective resource scheduling, and O & M risks cannot be controlled without it. Without this, to achieve user satisfaction is "water in the flowers, mirror in the month ". Therefore, O & M personnel at all levels should have a high degree of standardized O & M awareness. In addition to being self-disciplined, they should also instruct other colleagues to carry out O & M as required.

2. rationalization principles

O & M work is reasonable, but all reasonable matters are supported by the company and O & M departments. First of all, plan formulation and quality improvement should be based on the actual situation of each business group, and should not be built behind closed doors, rigid plans should be formulated according to the company's requirements, and the dogma should be improved according to the company's requirements, this is against the scientific idea. Secondly, the plan may change according to the actual situation. Reasonable changes are not only acceptable, but also appropriate. Under specific circumstances, you can choose a special method, but it must be reasonable and reliable.

The O & M team supports reasonable demands. Any requests for unreasonable arrangements can be raised through normal channels. The purpose of PDCA is to reduce the unreasonable existence.

3. Innovative principles

Innovation is required for O & M, and innovation is the driving force for the continuous development of O & M. O & M methods, methods, service content, and so on all need to adapt to the needs of different stages, adapt to the needs of users for innovation, do not follow the old principles, and do not eat old books. We seem to be ahead of the curve now. It may not be long before someone else learns it. If we don't make any new innovations, we can only be surpassed by others. Therefore, any innovation in O & M is worth advocating and promoting.

4. Principles of full communication

The O & M work should strengthen internal and external full communication, so as to be responsive, timely transmitted, symmetrical information, and fully communicated. It is very important for O & M to solve faults or problems, but full communication is essential during the process. This is a concrete embodiment of respecting users and an important guarantee for promoting the smooth development of O & M work or O & M projects. O & M personnel at all levels should promptly report, coordinate, inform and feedback their work, and strive to ensure that the information they communicate is comprehensive, accurate, and symmetrical.

Iv. O & M Methods

The following seven key points should be observed in the service process:

1. Prerequisite for controlling O & M risks

O & M personnel at all levels should strictly control the risks of O & M, this is the most basic requirement and prerequisite for O & M to avoid O & M accidents (affecting business continuity or data integrity and accuracy) caused by manual O & M personnel.

Users may not be able to remember the achievements of O & M, but may remember the flaws of O & M. Therefore, O & M personnel at all levels should ensure the "string" of O & M stability, so as to prevent and control O & M risks at all times and avoid any O & M accidents occurring on ourselves.

2. rooting is fundamental to improving customer satisfaction

Rooted is fundamental to improving customer satisfaction. Rooted work must be based on "good deeds and good deeds", and gradually form a profound "fish water" with our customers, so that "you cannot do without me or you" can't do without mutual trust. Only in this way can we be deeply rooted in the tobacco industry. Of course, O & M rooted work must always implement the O & M philosophy of "scientific, transparent, and human-oriented.

3. efficiency is the guarantee of Customer Satisfaction

Efficiency is one of the important conditions for ensuring customer satisfaction in our daily work. efficiency is also the essence of O & M. Therefore, we should continuously improve our O & M service efficiency through innovation in our daily work. This is what we can and should be done.

4. Planning is the guidance of O & M

Planning is the leader in O & M, the first step we take close to reality, the key to taking root, and the blueprint we create. If the O & M work is well done, we must first check whether the plan is well done and whether it reflects the reality, whether it reflects everyone's work thoughts and whether it reflects PDCA. Therefore, O & M personnel at all levels should pay attention to planning and planning.

5. Plan implementation is the key

If the O & M work is well done, it depends on the plan execution. The plan is doing well. if it cannot be effectively executed, the results will not be able to meet expectations. Therefore, on the basis of a good plan, everyone should understand what they should do, how they should do it, and how much they should do, and carry out various work according to the pre-planning until the expected results are achieved. The implementation of the plan is the key to the effective implementation of O & M work.

6. Technology and Business Support

O & M quality and efficiency are built on the basis of understanding the business and skillful technology. In addition to focusing on specifications, daily O & M work also needs to enhance its technical skills through job training, and familiar with and master the relevant business, only in this way can we make our plan more realistic, in order to continue to innovate in the service process, and ultimately achieve the goal of user satisfaction.

7. Continuous improvement should always run through

The O & M work cannot be perfect, and it is inevitable that there will be one or more problems. However, as long as you can face up to the existing problems and make targeted improvements, the O & M work will be better and better. In our daily work, we need to constantly check our work results and find the direction and method for improvement. By examining and evaluating the quality of our services and improving our level, we can continuously improve our services by examining and evaluating the effectiveness of our plans.