TZ供电公司提高居民用电服务质量的实践研究
发布时间：2019-03-02 12:57
【摘要】：随着电力体制的改革和市场供求关系的变化,供电企业已经由电力供应和使用的管理者,转变为电力经营者和电力服务者。另一方面,随着生活水平的不断提高,人们对用电服务的要求也越来越高。供电企业只有持续改进和不断提高居民用电服务质量,才能满足居民日益增长和不断变化的用电服务需求,从而为供电企业的可持续发展提供保障。 本文以解决居民用电服务问题、提高居民用电服务质量为目标,在研究国内外文献的基础上,通过对95598工单数据和居民用电实际情况的分析,结合质量管理理论,找出居民用电服务中存在的问题及其影响因素,并据此提出改进措施和解决办法。 本文是基于理论基础上的实践研究。研究过程中重点分析了影响居民用电服务质量的诸多因素,采用分层法、排列图、关联图等质量改进工具,从居民感知的角度,应用关键事件技术的方法,尤其把95598工单作为居民用电服务的关键事件,开展居民用电服务质量的诊断,分析得出TZ供电公司居民用电服务中存在的问题及影响因素；然后再从供电企业内部管理的角度,验证基于95598工单数据得出的质量诊断结论的正确性。从用户感知角度出发分析居民用电服务质量,与常用的让用户在一个固定的框架中回答问题即填表相比,避免了单一性和片面性,能够更加全面的反映居民用电服务质量情况,为今后分析和提高居民用电服务质量提供了简易可行的操作方法。
[Abstract]:With the reform of electric power system and the change of market supply and demand, power supply enterprises have been transformed from managers of power supply and use to power operators and service providers. On the other hand, with the continuous improvement of living standards, people demand more and more electricity service. Only through continuous improvement and continuous improvement of the service quality, can the power supply enterprises meet the increasing and changing demand for electricity service, thus providing the guarantee for the sustainable development of the power supply enterprises. The aim of this paper is to solve the problem of residential electricity service and improve the quality of residential electricity service. On the basis of studying domestic and foreign literatures, through the analysis of the data of 95598 work orders and the actual situation of residents' electricity consumption, combined with the theory of quality management, In order to find out the problems existing in the service of electricity consumption and its influencing factors, the improvement measures and solutions are put forward. This paper is based on the theoretical basis of practical research. In the course of the research, many factors affecting the service quality of electricity consumption are analyzed, and the methods of applying key event technology from the point of view of residents' perception are adopted, such as hierarchical method, arrangement diagram, correlation graph and other quality improvement tools. In particular, taking 95598 work order as the key event of residents' electricity service, carrying out the diagnosis of residents' electricity service quality, analyzing the existing problems and influencing factors in the residents' electricity service of TZ power supply company; Then, from the angle of internal management of power supply enterprise, the correctness of the conclusion of quality diagnosis based on 95598 work order data is verified. From the perspective of users' perception, the quality of service for residents' electricity consumption is analyzed. Compared with the usual way of making users answer questions in a fixed framework, that is, filling in forms, it avoids the singleness and one-sidedness, and can reflect the quality of service of residents' electricity consumption more comprehensively. It provides a simple and feasible operation method for analyzing and improving the service quality of electricity consumption in the future.
【学位授予单位】：南京理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F426.61
本文编号：2433066
[Abstract]:With the reform of electric power system and the change of market supply and demand, power supply enterprises have been transformed from managers of power supply and use to power operators and service providers. On the other hand, with the continuous improvement of living standards, people demand more and more electricity service. Only through continuous improvement and continuous improvement of the service quality, can the power supply enterprises meet the increasing and changing demand for electricity service, thus providing the guarantee for the sustainable development of the power supply enterprises. The aim of this paper is to solve the problem of residential electricity service and improve the quality of residential electricity service. On the basis of studying domestic and foreign literatures, through the analysis of the data of 95598 work orders and the actual situation of residents' electricity consumption, combined with the theory of quality management, In order to find out the problems existing in the service of electricity consumption and its influencing factors, the improvement measures and solutions are put forward. This paper is based on the theoretical basis of practical research. In the course of the research, many factors affecting the service quality of electricity consumption are analyzed, and the methods of applying key event technology from the point of view of residents' perception are adopted, such as hierarchical method, arrangement diagram, correlation graph and other quality improvement tools. In particular, taking 95598 work order as the key event of residents' electricity service, carrying out the diagnosis of residents' electricity service quality, analyzing the existing problems and influencing factors in the residents' electricity service of TZ power supply company; Then, from the angle of internal management of power supply enterprise, the correctness of the conclusion of quality diagnosis based on 95598 work order data is verified. From the perspective of users' perception, the quality of service for residents' electricity consumption is analyzed. Compared with the usual way of making users answer questions in a fixed framework, that is, filling in forms, it avoids the singleness and one-sidedness, and can reflect the quality of service of residents' electricity consumption more comprehensively. It provides a simple and feasible operation method for analyzing and improving the service quality of electricity consumption in the future.
【学位授予单位】：南京理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F426.61
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