Research On Service Process Optimization Strategy Of Gas Station Of P Company

With the rapid development of national economy and the rapid increase of motor vehicle ownership,gas stations have become an indispensable part of people’s life.P Company is a refined oil sales enterprise established by petrochina in P region,mainly responsible for the retail,wholesale and non-oil business of refined oil in P region.After experiencing rapid development in the past few years,P Company has encountered serious challenges in its business development in recent years due to changes in internal and external environment.In terms of external environment,with the deepening of the reform of regulation and service in the refined oil industry,the competition in the refined oil retail market in the region where P Company is located has been intensifying in recent years.From the perspective of internal environment,at present,China National Petroleum Corporation is vigorously promoting three system reforms,and a large number of gas station personnel are reduced,which requires P Company to strengthen management and constantly improve gas station operation efficiency,so as to calmly cope with the needs of internal and external environment changes.The purpose of this paper is to improve the service efficiency of gas stations.It is expected that through the research on service process optimization of gas stations,the operation efficiency of gas stations of P Company can be improved,thus enhancing the competitiveness of P Company in the regional refined oil market.First of all,through field investigation and interview,based on the theory of service blueprint,the service process of P Company’s gas station was analyzed,and combined with the results of questionnaire survey,problems in the service process of P Company’s gas station were found.Secondly,the fishbone diagram method is applied to analyze the main problems of the service process of the gas station,to find out the specific factors affecting the service efficiency of each link,including the lack of employee motivation,the low overall quality of the service staff,the staff training is not in place,the unreasonable layout of the refueling site,etc.Finally,according to the results of the problem analysis of the causes in ESIA method(Eliminate,Simply,Integrate,Automate)as the basis,from the front desk employee behavior,the background,support process,employee behavior,physical contact P company service station service process optimization measures are proposed,respectively,And the implementation effect of current optimization measures is analyzed.This study has important practical significance for P Company to optimize the service process of gas stations and improve the service efficiency of gas stations,and also has certain reference value for the industry to improve the operation and management of gas stations.