长期以来,收费站由于其社会性、窗口型的特殊性,以及成员来源不一、素质高低乃至承受能力的不同,制约了收费站管理工作和服务质量的持续提升。我们通过深刻了解收费站各项工作之间、人与人之间客观存在的差异性、独特性、针对性和矛盾性等影响“和谐关系”建设的要素,并通过各项促进和谐措施的实践,充分发挥各项事物的互补性、灵活性,使工作关系更易于协调、员工关系更加融洽、工作环境更加舒适,管理质量更加有效。本文以创建“和谐关系”型收费站为切入点,以管理规范化、关系家庭化、业务专业化、环境景观化、服务优质化等“五化”标准为手段,探讨高速企业如何通过营造“和谐”环境来进一步促进公路收费站整体管理水平的提升。 For a long time, toll booths have restricted the management of toll booths and the continuous improvement of service quality because of their social and window-based peculiarity, as well as the different sources, quality and affordability of toll booths. Through a profound understanding of the various factors affecting the “harmonious relationship” between the various tasks at toll booths and the objective existence of individual differences, uniqueness, pertinence and contradiction between people, and through various measures to promote harmony Practice, give full play to the complementarity and flexibility of all things, make the working relationship more easily coordinated, the staff’s relationship is more harmonious, the working environment is more comfortable and the management quality is more effective. In this paper, the establishment of “harmonious relationship” type toll station as the starting point, to regulate the standardization, family relations, business specialization, environmental landscape, service quality and other “five ” standard as a means to explore how high-speed enterprises By creating a “harmonious” environment to further promote the overall management of highway toll stations to enhance the level.