供电客户差异化服务管理系统的研究与分析

发布时间：2018-03-26 19:35

本文选题：电力服务　切入点：差异化　出处：《云南大学》2015年硕士论文

【摘要】：随着我国电力体制改革的深入,供电企业分离了用电管理的行政职能后,变成了市场中的竞争主体,客户成为企业生存与发展的基石。随着经济社会的发展、替代能源的出现,促使客户对电力服务的要求逐步提升,对客户服务提出了更高的要求。实施客户差异化服务,可以实现“管理理念、管理效益、经济效益、社会效应”等方面的提升,优化客户服务流程,健全内部协同机制,建立以满足客户多样化电力需求为基础的服务理念,使客户可以持续享有高效、优质、特色的电力服务。本文在学习和吸纳差异化营销管理理论的基础上,从深圳供电局有限公司的实际工作需求、营销目标出发,分析了满足不同客户需求的差异化营销方式和服务方式,试图建立一套通用的,提高客户服务水平,提升客户服务满意度的实现方式和方法。通过建立和完善客户档案,针对不同的客户群体需求,设计不同的服务级别标准,采用客户差异化服务机制为客户提供超值服务,提升服务质效,深化供电服务理论,树立企业形象,提高经营效益。论文介绍了供电客户差异化服务管理系统的研究背景、项目意义和目前的研究与应用现状,明确了论文研究的内容和主要工作,并运用软件工程技术和面向对象的分析方法对业务进行了分析。在业务分析中,给出了现有主要管理业务过程的的流程图,明确了现有业务流程存在的问题,通过业务流程再造,重构了主要业务电子化改造后的业务流程；在功能分析中,论文进行了用例建模,给出了用例图和用例描述,明确了系统的功能。在功能分析的基础上,给出了系统的总体功能架构和各功能模块的结构,包括客户信息管理、服务管理、服务对象管理、差异化服务管理、统计与分析、个人信息管理、系统管理等功能模块；在数据分析中,论文对系统各功能所处理的数据进行了分析,给出了实体类关系图,描述了数据库表的基本结构。论文最后对所做的研究与分析工作进行了总结,并对进一步的工作进行了展望。
[Abstract]:With the deepening of electric power system reform in our country, after separating the administrative function of power management, power supply enterprises become the main body of competition in the market, and customers become the cornerstone of the survival and development of enterprises. With the development of economy and society, the emergence of alternative energy sources. In order to promote the customer's demand for electric power service, the higher requirement for customer service is put forward. The implementation of customer differential service can realize the promotion of "management concept, management benefit, economic benefit, social effect" and so on. Optimize customer service flow, perfect internal cooperation mechanism, establish service concept based on meeting customers' diversified power demand, so that customers can continue to enjoy high efficiency, high quality and characteristic electric power service. On the basis of studying and absorbing the theory of differential marketing management, this paper analyzes the different marketing methods and service ways to meet the different customer needs, starting from the actual work demand and marketing target of Shenzhen Power supply Bureau Co., Ltd. This paper attempts to establish a set of general ways and methods to improve the level of customer service and improve customer service satisfaction. Through establishing and perfecting customer files, different service level standards are designed according to the needs of different customer groups. The mechanism of customer differential service is adopted to provide customers with value service, improve service quality and effect, deepen power supply service theory, set up enterprise image and improve management benefit. This paper introduces the research background, project significance and current research and application status of power supply customer differentiated service management system, and clarifies the content and main work of this paper. In the process of business analysis, the flow chart of the main management business process is given, and the problems existing in the existing business process are clarified. Through business process reengineering, the paper reconstructs the business process after the main business electronic transformation, in the function analysis, the paper carries on the use case modeling, gives the use case diagram and the use case description, clarifies the system function, on the basis of the function analysis, The overall functional framework of the system and the structure of each functional module are given, including customer information management, service management, service object management, differentiated service management, statistics and analysis, personal information management, system management and other functional modules. In the data analysis, the paper analyzes the data processed by each function of the system, gives the entity class relation diagram, describes the basic structure of the database table, and summarizes the research and analysis work done in the last part of the paper. The future work is prospected.
【学位授予单位】：云南大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TP311.52

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