济南市供水企业优质化服务体系建设问题与对策

发布时间：2018-05-08 04:27

本文选题：供水企业 + 供水服务　；参考：《山东大学》2014年硕士论文

【摘要】：城市供水是城市的生命线,城市供水尽管是企业行为,但有很强的公共性,属于公共产品,其安全供应和服务质量的好与差,直接关系到城市居民的生活质量,关系到政府的形象,关系到构建和谐社会的大局。从企业发展和供水服务而言,优质化服务体系建立对掌握客户对供水服务的需求和期望,查找服务工作中的“短板”并有针对性的持续改进,不断创新服务举措,推动济南市供水服务水平再上新台阶有重大意义。从市政公用事业发展而言,优质化服务体系建立,有助于构建政府、企业、公众三方良性互动机制,推动市政公用事业更好更快的发展。本文采用实证分析和定量分析相结合的方法,结合公用事业服务的相关理论及公共管理的有关理论,结合用户需求数据分析,深入探讨提升城市供水企业供水服务总体思路、具体措施及优质化服务体系构建等内容。首先,概述了本课题的选题背景、目的意义,以及本课题在国内外研究现状和论文的研究思路与方法。第二,介绍城市供水企业的基本特征,明确公共服务提升是城市供水企业发展的追求。第三,从济南市市民对济南水务集团供水服务了解程度、水质、水压、供水管网设施抢修、抄表服务等方面对供水企业供水服务需求进行分析。结合所做的分析,总结出济南市供水服务中存在的若干问题。最后,针对存在的问题,提出济南市供水企业优质化服务体系建设的对策思路,确立服务创造价值的理念,进一步提高服务意识；加大供水服务宣传,增进了解与理解；理顺管理与服务的流程,打造无缝隙组织；争取政策支持,加强管网改造和二次供水管理,切实补齐供水服务的短板,同时就如何构建供水企业优质化服务体系进行论述。
[Abstract]:Urban water supply is the lifeline of the city. Although urban water supply is the behavior of enterprises, it has a strong publicity and belongs to public goods. The safety supply and service quality of urban water supply are good or poor, which directly affect the quality of life of urban residents. Related to the image of the government, related to the overall situation of building a harmonious society. From the point of view of enterprise development and water supply service, the establishment of excellent quality service system can grasp the customer's demand and expectation for water supply service, find the "short board" in the service work and make continuous improvement, and continuously innovate the service measure. It is of great significance to push Jinan water supply service level to a new level. From the perspective of the development of municipal public utilities, the establishment of high-quality service system will help to build a good interaction mechanism among the government, enterprises and the public, and promote the better and faster development of municipal public utilities. This paper adopts the method of combining empirical analysis and quantitative analysis, combining with the relevant theories of public utility service and public administration, and combining with the analysis of customer demand data, deeply discusses the general idea of improving the water supply service of urban water supply enterprises. Specific measures and quality of service system construction and other content. Firstly, the background, purpose and significance of the topic are summarized, as well as the present research situation and the research ideas and methods. Secondly, the basic characteristics of urban water supply enterprises are introduced, and the promotion of public service is the pursuit of the development of urban water supply enterprises. Thirdly, the demand of water supply service for water supply enterprises is analyzed from the following aspects: understanding degree of water supply service, water quality, water pressure, urgent repair of water network facilities, meter reading service and so on. Based on the analysis, some problems in Jinan water supply service are summarized. Finally, aiming at the existing problems, this paper puts forward the countermeasures of constructing the excellent service system of Jinan water supply enterprises, establishes the idea of creating value of service, further improves the service consciousness, increases the publicity of water supply service, and promotes the understanding and understanding. Straighten out the flow of management and service, create a seamless organization, strive for policy support, strengthen the pipe network transformation and secondary water supply management, make up the short board of water supply service, and discuss how to construct the excellent quality service system of water supply enterprise.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F299.24

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