SY供电公司服务流程改进研究

发布时间：2018-01-31 13:02

本文关键词： 供电公司服务流程改进 DMAIC改进　出处：《吉林大学》2017年硕士论文　论文类型：学位论文

【摘要】：“电能”具有商品属性,是国民经济发展中最基本的能源支撑,也是关乎国计民生的基础设施。随着经济社会的发展和人民生活水平的不断提高,民众对电力服务,如用电计量、电能质量、供电可靠性等方面的要求也越来越高。如何在提供高效、便捷、优质的电能能源基础上,改善电力服务质量,实现高效化、信息化、互动化的服务供给已成为电力企业要适应市场竞争所面临的最新挑战。本文以SY供电公司为载体,结合流程改进及流程再造理论、六西格玛管理及DMAIC方法,在全面介绍了SY供电公司服务流程及流程管理体系现状后,系统分析SY供电公司在服务流程管理方面存在的缺陷,包括:顾客需求定义不准、突发事件处理问题、流程环节冗余,管理混乱、服务流程标准化问题突出、服务流程负责制不明确导致信息传递失真、客户满意度低,服务及营业投诉居高不下等问题,继而分析造成服务流程存在问题的原因,包括客户服务中心与95598服务热线管理职能不明确、服务监督机构不独立、服务流程设计不合理、服务内容模块化程度低、客户服务评价体系不健全。在分析完现状和原因后,本文结合DMAIC方法提出流程改进方案设计,即采取典型的DMAIC优化方法,从“界定、衡量、分析、改善、控制”五个环节进行分析并设计改进方案,包括:界定改进范围、数据收集及问题确认、问题原因甄别、改进方案设计、评估控制改进效果并推广,然后对SY供电公司服务流程改进方案保障措施及效果进行了分析。最后,本文提出建立统一顾客信息库、服务流程分级管理及标准化、强化检查与检验等改进方案保障措施,并对客户服务流程改进效果进行分析,包括服务效率、服务可靠性、客户需求满足率等效果的改进。服务流程改进能有效提高供电企业工作效率,提升服务水平,为供电企业提升经济效益和树立良好社会形象提供有力保障。通过本文的研究,希望对解决我国供电企业服务流程管理混乱、供电服务竞争力不强、客户满意度低等共性问题提供思路方法,帮助相关企业实现优化企业组织结构、改善服务流程,提高经营管理水平,提升市场竞争力等目标。
[Abstract]:"Electric energy" has the commodity attribute, is the most basic energy support in the national economy development, is also related to the national economy and the people's livelihood infrastructure, along with the economic and social development and the people's living standard unceasing enhancement. The demand for electric power service, such as power metering, power quality, power supply reliability and so on, is getting higher and higher. How to improve the quality of electric power service on the basis of providing efficient, convenient and high quality electric energy. To achieve high efficiency, information, interactive service supply has become the latest challenge for electric power enterprises to adapt to the market competition. In this paper, sy power supply company as the carrier, combined with process improvement and process reengineering theory. Six Sigma management and DMAIC method, after introducing the service flow and process management system of sy power supply company, the defects of sy power supply company in service flow management are analyzed systematically. Including: the definition of customer demand is not clear, emergency handling problems, process redundancy, management confusion, service process standardization problems prominent, service process responsibility system is not clear resulting in information transmission distortion. Customer satisfaction is low, service and business complaints remain high, and then analyze the causes of the service process problems, including customer service center and 95598 service hotline management function is not clear. The service supervision organization is not independent, the service flow design is unreasonable, the service content modularization degree is low, the customer service evaluation system is not perfect. Combined with DMAIC method, this paper puts forward the process improvement scheme design, that is, adopting the typical DMAIC optimization method, from "define, measure, analyze, improve". Control "five links to analyze and design improvement programs, including: define the scope of improvement, data collection and problem identification, problem identification, improved scheme design, evaluation and promotion of control improvement effect." Finally, this paper proposes to establish a unified customer information base, service process management and standardization. Strengthen inspection and inspection and other improvement program protection measures, and analyze the effect of customer service process improvement, including service efficiency, service reliability. The improvement of customer demand satisfaction rate and the improvement of service flow can effectively improve the working efficiency and service level of power supply enterprises. Power supply enterprises to promote economic efficiency and establish a good social image to provide a strong guarantee. Through the study of this paper, we hope to solve the power supply enterprises in China's power supply enterprise service process management confusion, power supply service competitiveness is not strong. The common problems, such as low customer satisfaction, provide ideas and methods to help related enterprises achieve the goals of optimizing the organizational structure of enterprises, improving service flow, improving the level of operation and management, and enhancing the market competitiveness.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F426.61

【相似文献】