鄂尔多斯供电局实施客户关系管理研究

发布时间：2019-02-20 09:23

【摘要】：电力系统关系国计民生,属于国家经济发展的基础行业,电能传输需要输电网络、配电网络的支撑,需要对电网建设进行大量的投资,因此在电能传输方面具有天然的垄断性。鄂尔多斯供电局作为传统国有企业,在经济飞速发展的大背景下逐渐显露了国有企业的弊端,如管理效率底下、服务态度恶劣等。2015年,中共中央国务院颁发了《关于进一步深化电力体制改革的若干意见》,意见提出有序放开输配以外的竞争性环节电价,有序向社会资本开放配售电业务,而内蒙古地区又成为改革试点区,作为电力改革的先行者,加之面对激烈的电力市场竞争,供电企业实施客户关系管理势在必行。客户信息作为联系企业与客户之间的桥梁,客户信息的质量决定着企业执行客户关系管理的成败与否。近些年来,随着鄂尔多斯地区经济快速发展、人口流动加剧、房屋拆迁工作力度加大、客户联系方式变更的影响,客户信息变更频繁。而供电企业对客户信息又没有进行及时的维护,导致客户信息质量下降,对企业营销以及决策产生了绝大影响。如何提高客户联系信息的质量,维护与客户间的紧密联系,是供电企业目前需要重点改进的基础工作。本文针对鄂尔多斯供电局在客户信息维护方面工作的不足,提出了完善企业客户信息质量的方案。为了明确客户信息对于企业的重要性,对客户信息完善与否同客户电费回收率以及事故抢修时间之间的关系进行了调查分析。其次针对企业在客户信息维护方面存在的不足(没有意识到客户信息的重要性、无专人搜集、录入信息),提出了客户信息完善的具体方案,将客户分为三类分别为:第一类为基本信息完整的客户;第二类为基本信息不完整的客户;第三类为无基本信息的客户,通过处理所统计数据,分析导致MIS系统客户基本信息录入率低的原因。通过严格执行该方案,鄂尔多斯供电局客户信息质量得到很好的提升,圆满的完成了省公司制定的电费回收率目标,使得企业多回收电费3700万。
[Abstract]:Power system relates to the national economy and people's livelihood and belongs to the basic industry of national economic development. Power transmission needs the support of transmission network and distribution network, and needs a large amount of investment in power grid construction, so it has a natural monopoly in power transmission. As a traditional state-owned enterprise, Ordos Power supply Bureau has gradually exposed the disadvantages of state-owned enterprises under the background of rapid economic development, such as management efficiency, poor service attitude, etc. In 2015, The CPC Central Committee and the State Council issued several opinions on further deepening the reform of the electric power system, proposing that the price of electricity in competitive links other than transmission and distribution should be liberalized in an orderly manner, and that the distribution business should be opened to social capital in an orderly manner. The Inner Mongolia area has become the pilot area of the reform. As the forerunner of the electric power reform and the fierce competition in the electricity market, it is imperative for the power supply enterprises to implement customer relationship management. Customer information, as a bridge between enterprises and customers, the quality of customer information determines the success or failure of the implementation of customer relationship management. In recent years, with the rapid economic development in Ordos region, the population flow intensifies, the work of house demolition and relocation is strengthened, the influence of the change of customer contact method, the change of customer information is frequent. But the power supply enterprise does not carry on the prompt maintenance to the customer information, causes the customer information quality to decline, has had the overwhelming influence to the enterprise marketing and the decision. How to improve the quality of customer contact information and maintain close contact with customers is the basic work that power supply enterprises need to improve at present. Aiming at the shortage of customer information maintenance in Ordos Power supply Bureau, this paper puts forward a scheme to improve customer information quality. In order to clarify the importance of customer information to enterprises, the relationship between customer information perfection, customer electricity recovery rate and accident repair time is investigated and analyzed. Secondly, aiming at the shortcomings of enterprise in customer information maintenance (not realizing the importance of customer information, collecting and inputting information by special person), the paper puts forward the concrete plan of perfecting customer information. The customers are divided into three categories: the first type is the customers with complete basic information; The second kind is the customer with incomplete basic information and the third category is the customer without basic information. By processing the statistical data, the paper analyzes the reasons for the low input rate of the basic information of customers in MIS system. Through the strict implementation of the program, Ordos Power supply Bureau customer information quality has been improved very well, successfully completed the provincial company set the rate of recovery of electricity, so that enterprises recover more than 37 million.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：F426.61;F274

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