供电公司客户服务项目风险管理研究

发布时间：2018-03-25 18:32

本文选题：供电公司　切入点：客户服务项目　出处：《华北电力大学》2013年硕士论文

【摘要】：随着电力体制改革的进一步深化和电力发展,供电公司不仅要面临普通企业所共有的风险,而且由于电力产品所具有的特性,供电公司还将面对某些特有的风险与威胁。其中以客户服务面对的风险因素最为复杂,风险点最多。因此,除了要依靠于日臻完善的技术手段,更需要将项目风险管理理论和方法引入供电公司的客户服务项目管理中,构建客户服务项目风险管理体系,对风险点进行准确识别与评估,从而对风险实施有效防范和控制,以及风险的合理管控和规避,形成事前有标准引导、过程有检查管控、事后有指标考核的闭环管理模式。本文从分析供电公司客户服务项目风险现状入手,在充分研究客户服务项目风险的基础上,引入风险和风险管理的基本理论,对供电公司存在的客户服务项目风险进行系统梳理和分类,对主要风险运用流程图法、事故树法对客户服务项目风险进行识别,利用风险度评价法对风险进行评价。在此基础上通过蝴蝶结(Bow-Tie)模型的建立,提出客户服务项目管理风险的应对措施,包括管理体系、组织机构体系、绩效管理体系等；同时根据"PDCA"闭环管理理论,提出了“三层次两闭环”的内部监控体系和工作例会、月度例会相结合的内部报告机制,试图构建起供电公司内部有效的客户服务项目风险管理体系,以解决供电公司客户服务管理中存在的问题。
[Abstract]:With the deepening of the reform of the electric power system and the development of electric power, power supply companies not only have to face the risks common to ordinary enterprises, but also because of the characteristics of power products. Power supply companies will also face certain unique risks and threats. Customer service faces the most complex risk factors and the most risk points. Therefore, in addition to relying on increasingly sophisticated technical means, It is more necessary to introduce the theory and method of project risk management into the customer service project management of power supply company, construct the risk management system of customer service project, identify and evaluate the risk point accurately, so as to effectively prevent and control the risk. As well as the reasonable control and avoidance of risk, a closed-loop management model with standard guidance, check control and index assessment is formed. This paper begins with the analysis of the current situation of customer service project risk in power supply company, and introduces the basic theory of risk and risk management on the basis of fully studying the risk of customer service project. Systematically combing and classifying the risk of customer service project in power supply company, using flow chart method and accident tree method to identify the risk of customer service project. On the basis of the establishment of Bow-Tie-based model, the paper puts forward the measures to deal with the risk of customer service project management, including management system, organization system, performance management system and so on. At the same time, according to the closed loop management theory of "PDCA", this paper puts forward the internal monitoring system of "three levels and two closed loops" and the internal report mechanism which combines the work regular meeting and the monthly regular meeting. This paper attempts to construct an effective customer service project risk management system in the power supply company to solve the problems in the customer service management of the power supply company.
【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】：F426.61;TP315

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