遵章守紀(jì)——售票員杜絕票款差錯(cuò)CompliancewithRegulations-TicketSellersEliminateTicketPaymentErrors為遵章守紀(jì)——售票員杜絕票款差錯(cuò)CompliancewithRegulations-TicketSellersEliminateTicketPaymentErrors重要崗位ImportantPosition售票員崗位ThePositionofTicketSeller張晉榮Zhangjinrong主講教師Lecturer辦理當(dāng)班的乘客票務(wù)事務(wù)HandleTicketingAffairsforPassengersonDuty.保管當(dāng)班報(bào)表、單據(jù)、現(xiàn)金、車票、票務(wù)鑰匙及票務(wù)備品KeeponDutyReports,Documents,Cash,Tickets,Keys,andTicketSpareParts完成相關(guān)票務(wù)報(bào)表的填報(bào)CompletetheFillingOutofRelevantTicketingReports為遵章守紀(jì)——售票員杜絕票款差錯(cuò)CompliancewithRegulations-TicketSellersEliminateTicketPaymentErrors現(xiàn)金存數(shù)大于賬面數(shù)即為長(zhǎng)款I(lǐng)fthecashexceedsthebookamount,itisconsideredasaoverpayment.現(xiàn)金存數(shù)小于賬面數(shù)即為短款

Ifthecashnumberislessthanthebookamount,itisconsideredasashortpayment.如果出現(xiàn)長(zhǎng)短款應(yīng)該如何處理呢？Whatshouldbedoneifthereisaoverorashortpayment?為遵章守紀(jì)——售票員杜絕票款差錯(cuò)CompliancewithRegulations-TicketSellersEliminateTicketPaymentErrors城市軌道交通長(zhǎng)短款處理原則，長(zhǎng)短款防范措施。Principlesandpreventivemeasuresforhandlingoverandshortpaymentsinurbanrailtransit.主要內(nèi)容MainContent遵章守紀(jì)——售票員杜絕票款差錯(cuò)CompliancewithRegulations-TicketSellersEliminateTicketPaymentErrors城市軌道交通車站發(fā)生長(zhǎng)短款時(shí)責(zé)任人按照“長(zhǎng)款上交、短款補(bǔ)足”的原則處理。Whenoverandshortpaymentsoccuraturbanrailtransitstations,theresponsiblepersonshallhandlethemaccordingtotheprincipleof“overpaymentsubmissionandshortpaymentsupplementation".城市軌道交通長(zhǎng)短款處理原則：Principlesforhandlingoverandshortpaymentsinurbanrailtransit每次結(jié)算涉及的長(zhǎng)款直接入賬票款，不知會(huì)當(dāng)事人；Theoverpaymentinvolvedineachsettlementisdirectlyrecordedastheticketpayment,andthepartyinvolvedisnotknown;遵章守紀(jì)——售票員杜絕票款差錯(cuò)CompliancewithRegulations-TicketSellersEliminateTicketPaymentErrors城市軌道交通車站發(fā)生長(zhǎng)短款時(shí)責(zé)任人按照“長(zhǎng)款上交、短款補(bǔ)足”的原則處理。Whenoverandshortpaymentsoccuraturbanrailtransitstations,theresponsiblepersonshallhandlethemaccordingtotheprincipleof“overpaymentsubmissionandshortpaymentsupplementation".城市軌道交通長(zhǎng)短款處理原則：Principlesforhandlingoverandshortpaymentsinurbanrailtransit每次結(jié)算涉及的短款，票務(wù)中心下發(fā)《補(bǔ)款通知書》，由當(dāng)事人補(bǔ)還。Ineachsettlementfortheshortpayment,theticketingcenterwillissuea"NoticeofSupplementaryPayment"tothepartyinvolved.遵章守紀(jì)——售票員杜絕票款差錯(cuò)CompliancewithRegulations-TicketSellersEliminateTicketPaymentErrors1號(hào)線Line12號(hào)線Line2案例導(dǎo)入Cases案例一：售票員侵占票款長(zhǎng)款事故Case1:Anaccidentofaticketsellerembezzledaoverpayment某軌道交通公司某站售票員在辦理非付費(fèi)區(qū)免費(fèi)更新車票的乘客事務(wù)時(shí)，故意欺騙乘客收取了2元票款。隨后，該售票員將2元票款及班中找零長(zhǎng)款0.1元錢移出客服中心并占為已有。Aticketselleratacertainstationofarailtransitcompanyintentionallydeceivedpassengersandcharged2yuanforupdatingtheirticketsforafreeinanonpaidarea.Subsequently,theticketsellertransferredthe2yuanandthe0.1yuanoverpaymentintheshiftoutofthecustomerservicecenterandtakeitashisown.案例概況Generalsituation案例一：售票員侵占票款長(zhǎng)款事故Anaccidentofaticketsellerembezzledaoverpayment此事件定性為四類票務(wù)事故，該售票員對(duì)此事故負(fù)全部責(zé)任，按解除勞動(dòng)合同進(jìn)行處理。ThisincidentwasclassifiedasaclassIIticketingaccident,andtheticketsellerwasfullyresponsibleforthisaccident,andbeendealtwithaccordingtotheterminationofthelaborcontract.案例分析Analysis案例一：售票員侵占票款長(zhǎng)款事故Anaccidentofaticketsellerembezzledaoverpayment售票員在工作中故意不按規(guī)定辦理乘客事務(wù)，欺騙乘客多收取現(xiàn)金并占為已有。Theticketsellerintentionallyfailedtohandlepassengeraffairsaccordingtoregulationsintheirwork,deceivingpassengersintooverchargingthemwithcashandtakingitashisown.案例分析Analysis案例一：售票員侵占票款長(zhǎng)款事故Anaccidentofaticketsellerembezzledaoverpayment售票員票務(wù)安全意識(shí)薄弱，利用找零長(zhǎng)款等方式截留票款，違反長(zhǎng)款上交。Theticketsellhadaweakawarenessofsafetyandusethemethodofchangingover-paymenttointerceptfare,violatingtheprincipleofsubmittinglongamounts.案例分析Analysis案例一：售票員侵占票款長(zhǎng)款事故Anaccidentofaticketsellerembezzledaoverpayment案例啟示及防范措施EnlightenmentsandMeasures侵占公司的1角錢Embezzled10CentsfromCompany被解除勞動(dòng)合同TerminatedtheLaborContract為遵章守紀(jì)——售票員杜絕票款差錯(cuò)CompliancewithRegulations-TicketSellersEliminateTicketPaymentErrors案例啟示及防范措施EnlightenmentsandMeasures侵占公司的1角錢Embezzled10CentsfromCompany被解除勞動(dòng)合同TerminatedtheLaborContract為遵章守紀(jì)——售票員杜絕票款差錯(cuò)CompliancewithRegulations-TicketSellersEliminateTicketPaymentErrors要遵守紀(jì)律Shouldbeabidebydiscipline不能存有貪念Donothavegreed乘客乘車錢和票，我們天天打交道。Wedealwithpassengersformoneyandticketseveryday.票務(wù)警鐘長(zhǎng)鳴Reminding無論它是否有效，我們堅(jiān)決不能要。Regardlessofwhetheritiseffectiveornot,wemustnottakeit.為遵章守紀(jì)——售票員杜絕票款差錯(cuò)CompliancewithRegulations-TicketSellersEliminateTicketPaymentErrors案例二：售票員粗心大意導(dǎo)致短款Case2:Shortpaymentcausedbythecarelessnessoftheticketseller案例二：售票員粗心大意導(dǎo)致短款Case2:Shortpaymentcausedbythecarelessnessoftheticketseller售票員在客服中心幫助乘客增值時(shí)，收到兩張較殘舊的50元紙幣。售票員想直接找給乘客，以免下班結(jié)算時(shí)不好過機(jī)，因此將這兩張50元放置在鍵盤下面。Theticketsellerreceivedtworelativelyold50yuanbanknoteswhilehelpingpassengersincreasetheirvalueatthecustomerservicecenter.

Theticketsellerwantedtodirectlychangedthemthepassengerstoavoidanyinconvenienceduringthecheckout,soheplacedthesetwobanknotesunderthekeyboard.案例概況General

Situation案例二：售票員粗心大意導(dǎo)致短款Case2:Shortpaymentcausedbythecarelessnessoftheticketseller售票員上票時(shí)粗心大意，未按要求將票款統(tǒng)一收入收銀抽屜，以致下票時(shí)遺漏票款在票亭。Theticketsellerwascarelesswhenloadingtheticketanddidnotcollecttheticketmoneyinthecashierdrawerasrequired,resultingintheomissionofthefareattheticketbooth.案例分析AnalysisBOM收銀箱配票箱BOMcashierboxTicketdistributionbox票款為遵章守紀(jì)——售票員杜絕票款差錯(cuò)CompliancewithRegulations-TicketSellersEliminateTicketPaymentErrors案例啟示及防范措施EnlightenmentsandMeasures票款為遵章守紀(jì)——售票員杜絕票款差錯(cuò)CompliancewithRegulations-TicketSellersEliminateTicketPaymentErrors案例啟示及防范措施EnlightenmentsandMeasuresBOM收銀箱配票箱BOMcashierboxTicketdistributionbox票款一收First,Collection為遵章守紀(jì)——售票員杜絕票款差錯(cuò)CompliancewithRegulations-TicketSellersEliminateTicketPaymentErrors案例啟示及防范措施EnlightenmentsandMeasuresBOM收銀箱配票箱BOMcashierboxTicketdistributionbox二唱Second,Singing三操作Third,Operations四找零Fourth,Changing案例三：售票員交接不清導(dǎo)致差錯(cuò)Case3:Errorscausedbyunclearhandoverbyticketsellers案例三：售票員交接不清導(dǎo)致差錯(cuò)Case3:ErrorscausedbyunclearhandoverbyticketsellersX月X日客值給頂崗售票員甲結(jié)算時(shí)，發(fā)現(xiàn)售票員甲短款500元，給售票員乙結(jié)算時(shí)，發(fā)現(xiàn)售票員乙長(zhǎng)款450元，經(jīng)車站調(diào)查分析并查看當(dāng)日錄像調(diào)查后，發(fā)現(xiàn)在16:35分兩售票員交接時(shí)售票員甲未按要求將票箱放在規(guī)定的6S位置上，導(dǎo)致售票員乙誤把甲的配票箱當(dāng)做自己的，從里面拿了甲的500元零鈔使用。Oneday,thecustomerservicedutyofficerfoundthatticketsellerAhadashortpaymentof500yuanwhensettlingthebillandticketsellerBhadmadeaoverpaymentof450yuan.Afterinvestigationandanalysisbythestationandviewingthevideoofthatday,itwasfoundthatat16:35whenthetwoticketsellershandedover,ticketsellerAdidnotplacetheticketboxinthedesignatedposition6Sasrequired,resultinginticketsellerBmistakenlytreatingA'sticketboxashisownandtakingA's500yuanchangefrominside.案例概況General

Situation案例三：售票員交接不清導(dǎo)致差錯(cuò)Case3:Errorscausedbyunclearhandoverbyticketsellers頂崗售票員甲下票時(shí)，未按規(guī)定將配票箱放置在規(guī)定的6S位置，而售票員乙在提拿配票箱時(shí)，也未認(rèn)真核實(shí)該配票箱是否為自己的配票箱，就直接將配票箱內(nèi)的現(xiàn)金取出來使用。由于兩人都過于疏忽，未能及時(shí)察覺異常，以致客值給雙方售票員結(jié)算時(shí)，售票員甲短款500元，售票員乙長(zhǎng)款450元（本身短款50元)。WhenticketsellerAissuedtheticket,hedidnotplacetheticketdistributionboxinthedesignatedposition6Sasrequired,andticketsellerBdidnotcarefullyverifywhethertheticketdistributionboxwashisown,sohedirectlywithdrewthecashfromtheboxforuse.Duetobothindividualsbeingtoonegligentandfailingtodetectanomaliestimely,whenthecustomerservicedutyofficersettledtheaccountswithbothticketsellers,ticketsellerAmadeashortpaymentof500yuanandticketsellerBmadeaoverpaymentof450yuan(theoriginalshortpaymentwas50yuan).案例概況General

Situation交接不清Unclearhandover票務(wù)差錯(cuò)案例Casesofticketingerrors為遵章守紀(jì)——售票員杜絕票款差錯(cuò)CompliancewithRegulations-TicketSellersEliminateTicketPaymentErrors案例啟示及防范措施EnlightenmentsandMeasures交接不清Unclearhandover票務(wù)差錯(cuò)案例Casesofticketingerrors為遵章守紀(jì)——售票員杜絕票款差錯(cuò)CompliancewithRegulations-TicketSellersEliminateTick