HZ电业局客户服务满意度提升研究

发布时间：2019-06-14 04:17

【摘要】：随着国内电力公司的垄断逐渐被打破，且在电力部门之间的服务质量的差异越来越小，为了提高公司的竞争力，各电力部门纷纷通过实施客户关系管理项目，以求从“以产业为主”的营销策略向“以客户为中心”的服务战略的转变。HZ电业局作为公用事业企业单位，承担着泉州市260多万客户的供电服务，其服务水平高低直接影响供电企业作为国有企业和中央直属企业的形象。而客户是HZ电业局一项重要的战略资产，在电力产业结构和竞争环境发生重大变革的今天，如何有效的管理好这个重要资源己经成为HZ电业局提升核心竞争力的重要内容。论文以HZ电业局总体的满意度水平为切入点，通过问卷调查HZ电业局的客户服务现状，揭示其客户服务中目前存在的问题及原因。同时运用客户满意度、客户价值以及服务流程理论，结合问卷调查内容分别从客户服务不满意点、质量标准不合理点、服务水平不合格点三方面进行了全面系统的分析。发现目前HZ电业局存在停电时间长、停电次数多、审批程序繁琐等问题，主要原因有：1）各部门协调能力不足；2）缺乏相关专业人员；3）客户信息资料不完整以及客户理解出现偏差。在此基础上，从“客户需求管理能力”、“服务持续改进能力”以及“服务全面管控能力”三个方面提出了优化方案。为保证优化方案的有效实施提出了“人才保障”、“监督机制保障”以及“绩效考核机制”等保障措施。论文共分为六章，，第一章是论文的引言部分，介绍了论文的研究背景、目的、意义、文献综述、方法以及论文的框架结构。第二章重点介绍了论文的理论基础主要介绍了客户满意度、客户价值以及流程服务理论。第三章介绍了问卷调查方法的设计、目的、选取样本的分布以及问卷的分析方法。第四章介绍了HZ电业局目前的服务管理体系以及通过问卷分析发现的问题以及原因分析。第五章在前一章的基础上提出了优化改进方案。第六章介绍了优化改进方案实施过程中的配套保障措施。最后对全文进行了总结。
[Abstract]:With the gradual breaking of the monopoly of domestic power companies, and the difference in service quality among power departments is becoming smaller and smaller, in order to improve the competitiveness of the company, various power departments have implemented customer relationship management projects in order to change from "industry-oriented" marketing strategy to "customer-centered" service strategy. HZ Power Bureau as a public utility enterprise unit, It undertakes the power supply service of more than 2.6 million customers in Quanzhou City, and its service level directly affects the image of power supply enterprises as state-owned enterprises and enterprises directly under the central government. The customer is an important strategic asset of HZ Electric Power Bureau. Today, with the great changes in the structure and competitive environment of the power industry, how to effectively manage this important resource has become an important part of HZ Electric Power Bureau to enhance its core competitiveness. Based on the overall satisfaction level of HZ Electric Power Bureau, this paper investigates the present situation of customer service of HZ Electric Power Bureau by questionnaire, and reveals the existing problems and causes in its customer service. At the same time, based on the theory of customer satisfaction, customer value and service process, combined with the questionnaire survey, this paper makes a comprehensive and systematic analysis from three aspects: customer service dissatisfaction, unreasonable quality standard and service level unqualified point. It is found that there are some problems in HZ Electric Power Bureau, such as long blackout time, large number of blackouts, tedious examination and approval procedures, etc. The main reasons are as follows: 1) the coordination ability of each department is insufficient; 2) there is a lack of relevant professionals; 3) the customer information is incomplete and the customer understanding is deviated. On this basis, the optimization scheme is put forward from three aspects: "customer demand management ability", "service continuous improvement ability" and "service overall control ability". In order to ensure the effective implementation of the optimization scheme, some safeguard measures, such as "talent guarantee", "supervision mechanism guarantee" and "performance appraisal mechanism", are put forward. The paper is divided into six chapters. The first chapter is the introduction of the paper, which introduces the research background, purpose, significance, literature review, methods and the framework of the paper. The second chapter focuses on the theoretical basis of the paper mainly introduces customer satisfaction, customer value and process service theory. The third chapter introduces the design of questionnaire survey method, the purpose of which is to select the distribution of samples and the analysis method of questionnaire. The fourth chapter introduces the current service management system of HZ Electric Power Bureau and the problems and causes found by questionnaire analysis. The fifth chapter puts forward the optimization and improvement scheme on the basis of the previous chapter. The sixth chapter introduces the supporting safeguard measures in the process of optimizing and improving the implementation of the scheme. Finally, the full text is summarized.
【学位授予单位】：湘潭大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F426.61;F274

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