永康市供电营销流程优化研究

发布时间：2018-02-11 12:45

本文关键词： 供电公司营销服务流程再造战略　出处：《华北电力大学》2013年硕士论文　论文类型：学位论文

【摘要】：随着电力体制改革的不断深化和社会主义市场经济的不断发展,永康供电公司所处环境发生了深刻变化。垄断行业的服务已经成为社会热点,其服务质量和水平备受关注,从前的各种内部保护以及行业保护开始慢慢失效。电力客户的服务需求也从单一满足其用电需求提高到要求提供高效、快捷、方便、规范的服务。为了在新形势下更好地提高企业管理水平和优质服务水平,论文结合作者的工作实际,对永康供电公司电力营销服务流程的设计进行了研究。论文首先在介绍永康供电公司发展情况的基础上,全面分析了公司的内外部环境。在外部环境分析中,论文从政治法律、经济、社会文化、行业市场和技术等几个方面分析了公司发展所面临的机遇和挑战：在内部环境分析中,论文全面分析了公司发展自身所具有的优势和劣势。基于内外部环境的分析,论文提出了今后几年公司的发展目标和发展战略。其次,论文介绍了公司营销服务的现状,并从公司营销与服务业务能力着手,从业扩管理、电费管理、电能计量管理、客户服务、客户关系管理等方面分析公司营销服务存在的问题,提出公司营销服务目标和战略。随后,为了保证公司营销服务目标的实现,论文以业扩管理、客户服务、客户关系管理等部分核心业务为重点,根据企业现状,绘制业务流程图,具体分析存在问题,设计新的流程改进方案,并进行评估。最后,论文从公司营销服务组织机构的优化设计、人力资源的配置、业务规范的细化和营销技术支持系统的整合等几个方面,讨论了相应的对策措施,以支持新设计的营销服务流程在公司中的顺利实施。
[Abstract]:With the deepening of electric power system reform and the continuous development of socialist market economy, the environment of Yongkang Power supply Company has undergone profound changes. The service of monopoly industry has become a hot spot of society, and its service quality and level have attracted much attention. In the past, all kinds of internal protection and industry protection began to fail slowly. The service demand of electric power customers also increased from meeting their demand to providing high efficiency, fast and convenience. In order to improve the level of enterprise management and quality service better under the new situation, the paper combines the actual work of the author, This paper studies the design of power marketing service flow in Yongkang Power supply Company. Firstly, on the basis of introducing the development of Yongkang Power supply Company, the paper comprehensively analyzes the internal and external environment of Yongkang Power supply Company. Economic, sociocultural, industry markets, and technology, among other things, analyze the opportunities and challenges that companies face in their development: in the analysis of the internal environment, Based on the analysis of the internal and external environment, the paper puts forward the development goals and strategies of the company in the next few years. Secondly, the paper introduces the current situation of the company's marketing services. And from the company's marketing and service business capabilities, business expansion management, electricity management, energy metering management, customer service, customer relationship management and other aspects of the company's marketing service problems, Then, in order to ensure the realization of the company's marketing service goal, the thesis focuses on some core business, such as industry expansion management, customer service, customer relationship management and so on, according to the current situation of the enterprise. Draw business flow chart, specific analysis of existing problems, design a new process improvement scheme, and evaluate. Finally, the paper from the company marketing service organization optimization design, human resources allocation, In order to support the successful implementation of the newly designed marketing service flow, several aspects such as the refinement of business specifications and the integration of marketing technical support system are discussed.
【学位授予单位】：华北电力大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F426.61

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